Attachment_5_QASP.pdf

Attachment 5

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Selma Manufactured Housing Unit Storage Site, Workforce Contract RFP Number: HSFE70-14-R-0026

Contract Description: To provide on-site manpower support services

1. INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirement listed in the Performance Work Statement (PWS), Manufactured Housing Storage Site Selma, July 2014,” and sets forth the procedures and guidelines the Contracting Officer will use in ensuring the required performance standards or services levels are achieved by the contractor.

2. PURPOSE

This QASP describes how FEMA will evaluate and document the contractor’s performance by providing a systematic method to evaluate performance for this contract. This QASP explains the following:

• What will be monitored?

• How monitoring will take place.

• Who will conduct the monitoring?

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government will review and revise it as it deem necessary. The Government will coordinate changes with the contractor. Updates will ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions will be provided to the contractor and Government officials implementing surveillance activities.

2.a Performance Management Approach

The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance).

This QASP will define the performance management approach taken by Contracting Officer to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome.

A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

2.b Performance Management Strategy

The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors.

The contractor’s Quality Control Plan (QCP) will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. This QASP enables the government to take advantage of the contractor’s QC program.

The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

3. GOVERNMENT ROLES AND RESPONSIBILITIES.

The following personnel shall oversee and coordinate surveillance activities.

3.a. Contracting Officer (CO) - The CO will ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms and conditions to safeguard the interests of the United States in the contractual relationship. The CO will also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Rahsaan Edwards Organization or Agency: Federal Emergency Management Agency Telephone: 202-646-5786 Email: Rahsaan.edwards@fema.dhs.gov

3.b. Contracting Officer’s Representative (COR) - The COR is designated in writing by the CO and act as his/her authorized representative. COR responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR will keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the contractor shall provide documentation to the CO that details the surveillance conducted and the results. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned COR: <upon award> Telephone: <upon award> Email: <upon award>

3.c. Other Key Government Personnel –

The Government will assign other personnel as it deems necessary. This action will be done via contract modification.

4. CONTRACTOR REPRESENTATIVES:

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

a. Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

b. Task Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

c. Other Contractor Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

5. PERFORMANCE STANDARDS.

Key Performance Parameters/Standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, paragraph C.2 Required Deliverables in the Performance Work Statement (PWS) includes performance standards. The details of each mailto:Rahsaan.edwards@fema.dhs.gov deliverable are provided in the PWS. The Government will use these standards to determine contractor performance and will compare contractor performance to the Acceptable Quality Level (AQL).

The table below will be used by the Government as a method of evaluation to determine if the contractor is meeting the contract performance.

THU Maintenance: Key Performance Parameters/Standards

Performance Objective

SOW Para. Performance Standard

Acceptable Quality Level

Maintenance Inspections

4.1 Completed every 30

days

100% inspection of all THU’s on site

Damage Inspection of new THU’s

4.1 Completed at arrival 100% inspection of

all new THU’s at arrival Acceptance

Inspection of new THU’s

4.1 Completed at arrival Inspection initiated

upon arrival, Completion will be determined by COR.

Deployment Inspection

4.1 All THU’s

requested for deployment inspected

Inspection will be completed within timeline provided by COR.

Work Order

Requests

4.1 Work Orders to be

prepared for completion at time of inspection

100% of the work orders completed in five days, unless otherwise authorized by COR.

Warehouse Distribution Management: Key Performance Parameters/Standards

SOW Para. Performance Standard

Acceptable Quality Level

Safety in operation of the warehouse to include forklifts and

MHE

4.2 Continuous training

of operators and accident avoidance.

100% Accident Free Environment

Inventory Management (As required)

4.2 Maintaining

inventory based on life cycle and on-site guidance

Inventory organized and maintained by expiration date

Dispatch/Receiving 4.2 Load/unload trucks Meeting warehouse

Operations (As required) in support of disaster operations distribution ramp-up for expedited response

Facility Maintenance: Key Performance Parameters/Standards

SOW Para. Performance Standard

Acceptable Quality Level

Facility Maintenance

4.3 Successful

completion of requested maintenance service, with no rework

90-95% Compliance with requirement

Custodial Services: Key Performance Parameters/Standards

SOW Para. Performance Standard

Acceptable Quality Level

Basic Cleaning Office Space

4.4.1 Maintain clean and

presentable work areas

100% Compliance met thru random area checks by COR Basic Cleaning

Restrooms

4.4.2 Maintain clean, presentable and sanitized restroom

areas

100% Compliance met thru random restroom checks by

COR

Periodic Cleaning General Warehouse

4.4.3 Maintain clean, presentable and

debris free warehouse areas

100% Compliance met thru random area checks by COR

Admin/Office Operations: Key Performance Parameters/Standards

SOW Para. Performance Standard

Acceptable Quality Level

Admin Assist

Services

4.5.1 Efficiently Run

Offices Daily operations completed with minimal oversight and approval from COR Property

Accountability

4.5.2 No loss of any

accountable properties, timely and accurate

90% inventory accuracy at random inspections by

FEMA APO.

Surge Requirement: Key Performance Parameters/Standards

5. INCENTIVES.

5.a Positive Incentives, Monetary Incentives -- Not Applicable.

5.b. Negative Incentives:

Since this is FFP contract the payment will be made upon Inspection and Acceptance, and the complete compliance with the “Key Performance Parameters/Standards.”

6. METHODS OF QA SURVEILLANCE.

Various methods exist to monitor performance. The COR will use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR will always contact the contractor's task manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from the PM, will be responsible for monitoring the contractor’s performance in meeting a specific performance standard/AQL.

6.a. Direct Observation/Monitoring. Government Representative will perform this periodically or through 100% surveillance.

6.b. PERIODIC INSPECTION. Government will use a comprehensive evaluation of services. Inspections may be scheduled or unscheduled as deemed necessary by COR.

6.c. VALIDATED USER/CUSTOMER COMPLAINTS. Government will rely on the user of the service to identify deficiencies. Complaints are then investigated and validated.

Highly applicable to services provided in quantity and where quality is highly subjective.

6.d. 100% INSPECTION. Government will evaluate all outputs/deliverables. Refer to

Contract Management (Site

Lead)

4.5.3 Meeting or

exceeding all requirements of contract, to include employee

Contractor meets 100% all required performance objectives of the contract and requested reporting requirements/deliverables.

Performance Objective

SOW Para. Performance Standard

Acceptable Quality Level

Increased Operations

4.6 Contractor is able to

respond to increased workload/tempo in response to disaster operations

Contractor provides 100% of requested support to meet the site mission

Attachment number 3.

6.e. RANDOM SAMPLING. Government will evaluate the outputs of the contract requirement by randomly selecting and inspecting services listed on attachment number 3.

6.f. PROGRESS OR STATUS MEETINGS. After award of the contract, this meeting schedule will be established between the government and the contractor for the life of the contract.

6.g ANALYSIS OF CONTRACTOR’S COMPLIANCE REPORTS. Government and the contractor will measure the compliance with the Key Performance Parameters.

6.h. PERFORMANCE REPORTING. To be provided to the CO monthly. This report will evaluate the contractor’s performance against metrics per Key Performance Parameters.

Surveillance results may be used as the basis for actions (to include payment deductions) against the contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the CO’s actions.

7. RATINGS.

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

EXCEPTIONAL: Performance significantly exceeds contract requirements to the Government’s benefit.

SATISFACTORY:

Performance meets contractual requirements.

UNSATISFACTORY:

Performance does not meet contractual requirements.

8. DOCUMENTING PERFORMANCE.

8.a. ACCEPTABLE PERFORMANCE.

The Government will document positive performance. A Performance Report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

8.b. UNACCEPTABLE PERFORMANCE.

When unacceptable performance occurs, the COR will inform the contractor. This will normally be in writing unless circumstances necessitate immediate verbal communication which will be followed by a written document.

When the COR determines formal written communication is required, the COR will prepare a Contract Discrepancy Report (CDR), and present it to the contractor's task manager or on-site Lead. A CDR template is attached to this QASP.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR.

The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions/adjustments, or other actions deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT.

9.a. Frequency of Measurement.

During contract/order performance, the CO/COR will take measurements, as specified in 1) PWS, 2) Key Performance Parameters/Standards 3) as determined necessary by the COR.

The measurement will be reflected in the COR report in accordance with elements of the Key Performance parameters/Standards. The government may analyze whether the frequency of measurement is appropriate for the work being performed.

9.b. Frequency of Performance Assessment Meetings.

The CO/COR will meet with the contractor weekly to assess performance and will provide a written assessment.

PERFORMANCE REPORT

1. CONTRACT NUMBER:

2. Prepared by: (Name of COR): Ron Shindledecker

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.>

Prepared by: TBD

Signature – Contracting Officer (CO) Date and/or

Signature – Contracting Officer Representative (COR) Date

CONTRACT DISCREPANCY REPORT (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor Task Manager or on-site representative) <insert name>

3. FROM: (Name of COR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than 24 hours days after receipt of this

CDR. <

Prepared by: <Enter ACO/COR’s name>

Signature – Administrative Contracting Officer (ACO) Date or

Signature – Contracting Officer Technical Representative (COR) Date

Received by:

Signature - Contractor Task Manager or on-site representative Date

< The COR may initiate a CDR at any time, including whenever the number of recorded defects for a performance standard exceeds the allowable number of defects; anytime unacceptable performance is determined critical in nature and requires formal corrective action; and whenever an unfavorable trend is detected in contractor performance.>