Attachment 12 Deliverables 3.21.11.docx

Attachment 12 – Contract Deliverables

Contract Deliverables - Quality Management System The Contractor shall provide a draft ISO 9001:2008 Quality Management System (QMS) with their proposals. The draft shall be approved by FEMA and implemented by the contractor upon award to perform the requirements of this contract. An ISO 9001:2008 certificate of registration shall be completed within twelve months from contract award.

The QMS shall include the contractor’s continuity of operations plan (CONOPS) and processes to be implemented to prevent a requirement performance issue from developing as a result of an anomaly occurring in a disaster task order.

The contractor’s QMS quality control process outcome shall be reported to FEMA within thirty (30) days after release of the first task order. FEMA shall evaluate the report for effectiveness of the contractors draft QMS quality control process. The report shall contain:

1. FEMA will rely on the Contractor to report error rates and the number of inspections reissued as FEMA Corrections (FCOR’S) for quality reasons.

2. The report shall Include the QC results reporting the accuracy of estimates, completeness of work and compliance with standards and customer satisfaction. The Contractor shall maintain QC results daily and make those results available within 24 hours of completion of the QC inspection.

3. The Contractor will summarize the QC efforts and provide reports in a Word and/or Excel format approved by the FEMA.

4. The contractor shall maintain a 1.25 % error rate for each inspection task order.

5. Rejected work shall be corrected, completed and returned to FEMA within 72 hours.

POST AWARD DE-BRIEF

Post Award de-Briefing within one week of contract award and contractor’s corrective action plans as a result of the de-brief shall be due no later than ten (10) days following the de-brief.

TRANSITION

A transition period of ninety days shall be performed by incumbents and new awards for this contract. All unfinished inspections shall be distributed to the new award contracts at the end of the ninety transition period.

Phase In - At the end of the ninety day transition, the Contractor(s) shall be subject to a operational preparedness audit by FEMA.

The Contractor shall provide the COTR a customer service and community needs sensitivity training curricula along with an implementation and follow up plan for approval at the Post Award Debriefing.

The Contractor shall develop an inspector training curricula and schedule and deliver that curricula at the Post Award Debriefing. The Contractor’s training program schedule and curricula shall be updated annually and approved by the COTR. The contractor will provide FEMA a progress report at the first of each month disclosing staff that has received training and types of training.

The contractor shall deliver a security plan to be approved by FEMA at the Post Award Debriefing.

The contractor shall within two days after contract award, provide a HSPD-12 compliant implementation/management plan that describes how the contractor will perform the requirement., i.e. equipment management, staffing and processes and procedures to be implemented to fulfill all requirements of the HIS Inspections contract (without regard to the requirement for successfully adjudicating the fingerprints and background investigation documents of present and perspective employees, which is the Agency’s responsibility).

INSPECTION TASK ORDER PERFORMANCE

The Contractor shall be required to supply all resources for each disaster task order. Disasters that have devastation requiring the contractor to provide their own temporary housing solutions/base camps, food, fuel and etc., technological capabilities to include communications infrastructure, remote access and alternatives for connectivity to NEMIS for their inspectors shall be funded by a disaster specific CLIN.

The Contractor shall furnish all personnel, facilities, equipment, material, supplies, and services, data connection devices such as air cards and otherwise do all things necessary to, or incident to, performing and providing the following items of work identified in Section C.1, Statement of Work.

The inspector shall capture essential information pertaining to disaster related residential damage and administrative verification components deemed essential during the inspection. The requirements document (Attachment1) and inspection guidelines (Attachment 6) contains pertinent and relevant instructions for the inspection deliverable.

QUALITY CONTROL

The contractor shall QC each inspector for each inspection task order. The quantity of QCs shall be determined by the contractor’s QMS designed to promote quality improvement as well as a QC process that will provide a quality product from each inspector.

Following release of the contractors first task order, the contractor shall provide FEMA with the results of their draft QMS effectiveness. FEMA will discuss the results with the contractor.

The Contractor QA staff is required to make random contact with applicants that have been deemed inaccessible and/or withdrawn to ensure accuracy.

The Contractor shall implement an inspection scoring matrix that provides a 0 to 100 scoring system based on the accuracy of the inspection for real and personal property verification, reflect the quality of critical data field entries, and customer service criteria.

The Contractor shall rate each QC in accordance with their QMS. The contractor shall provide corrective and preventive action documentation for all QMS actions taken on the Inspectors in the Operational Reports or defined by their QMS.

TECHNICAL ASSISTANCE

The Contractor shall provide technical assistance on an as-needed basis, with pricing unique to the task and labor costs consistent with the labor rates for the service requested. The staff required shall be in place within 48 hours of notification.

MANDATORY PERFORMANCE REQUIREMENTS

The Contractor shall be required to deliver to FEMA completed inspections for each task order based on the performance standard matrix for completing inspections in each disaster (Attachment 13).

The inspection completion performance standard requires the contractor to deliver to FEMA fifteen (15) percent of the inspections open by day three (3) of each task order. The contractor shall increase that delivery of completed open inspections by 5% per day starting on day four (4) of each task order and by day nineteen (19) of each task order, the contractor shall have returned ninety five percent (95%) of the cumulative open inspections for that task order and maintain 95% completion of open inspections per day until released from the task order. Each task order production standard requirement is subject to a five (5) day inspection aging standard. These standards are cumulative for all open task orders combined. The production and aging standard is subject to production limitations. The contractor shall be required to deliver inspections according to the production and aging standards or deliver twenty (20) thousand open inspections per day for all task orders combined which ever is less. Open inspections in queue in excess of the twenty (20) thousand to be completed per day shall be required to be completed first in /first out.

REPORTS OF WORK

All reports and updates are due at different time periods throughout the task order. Delivery of these reports and updates are to be received by the TM, the COTR and the CS. FEMA will reserve the right to ask for additional reports on an as needed basis and modify the content requested. The content of the reports are described in the PWS.

GOVERNMENT-FURNISHED PROPERTY

The Contractor will be required to provide detailed annual reports listing model numbers, barcodes, serial numbers and operable status of such property. In addition, the Contractor will be required to provide on-demand reports via the inventory tracking system listing equipment details including specific personnel assigned the equipment.

The Contractor will be required to provide safety measures to ensure that Government property be used, transported and stored securely. Safeguarding Personally Identifiable Information (PII) data is paramount. The Contractor will be responsible for reporting all losses to the COTR, or designate, within one (1) hour of the loss. The Contractor will be required to maintain an Equipment Disposal process for the lifecycle of the Government Furnished Equipment.

SUMMARY TABLE:

No later than ten (10) days following the de-brief