ATTACHMENT_D_QASP.pdf

ATTACHMENT D

Quality Assurance Surveillance Plan (QASP)

The following outlines the Government’s plan for evaluating contractor performance in accordance with the performance objectives in the Performance Work Statement (PWS). The following standards will be evaluated by the FEMA Contracting Officer’s Representative (COR). The Government has the right to inspect or review contractor records related to these standards at any time. All surveillance observations will be recorded by the Government. If any of the services do not meet contract requirements, the Government may, at its option, require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount.

1.1 Key Performance Standards. The following outlines the standards being observed during the surveillance of contractor performance as well as the Acceptable Quality Level (AQL) for those standards. The AQL must be achieved in order for the performance to be considered acceptable.

Measure Data Source AQL Frequency

1. Equipment repaired IAW manufacturer’s IAW PWS 100% Quarterly specifications; DOT regulations; and Federal and State laws.

2. Timeliness of Contractor response to Government IAW PWS 100% Quarterly representatives request for roadside assistance.

Response time established at time of request for roadside assistance.

2.1 Methods of Surveillance. The following methods of surveillance will be used by the Government to evaluate contractor performance.

2.1.1 Quality Assurance Checklist and Satisfaction Survey –Government Representative Fleet Managers from customer locations will complete a quality assurance check on each repair that is completed. Results will be compiled in a quarterly assessment and provided to the COR for review. The results will be provided to the contractor quarterly.

3.1 Surveillance Results and Corrective Action. Surveillance results, as specified in this QASP, will be documented and a copy of the results will immediately be provided to the contractor. If corrective action is required, contractor must provide an acceptable plan to the COR within 2 business days.