J2 QASP.pdf

Attachment J.2

QUALITY ASSURANCE SURVEILLANCE PLAN

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government-developed and applied document used to make sure the systematic quality assurance methods are used in the administration of this contract. The intent is to ensure that the contractor performs in accordance with the performance objectives and the Government receives the quality of services called for in the contract. In addition, this QASP provides the specific criteria and process to be followed in consideration of the exercise of any options.

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the

Contractor is meeting the performance standards/quality levels identified in the SOW and the Contractor’s quality control plan (QCP), and to ensure that the Government pays only for the level of services required/received.

This QASP defines the roles and responsibilities of Government personnel involved in the evaluation of the quality of contractor performance, identifies the performance objectives, and defines the methodologies used to monitor and evaluate the Contractor’s performance. The QASP also describes quality assurance documentation requirements and describes the analysis of quality assurance monitoring results.

2. AUTHORITY

Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of

Services clauses and Section E – Inspection and Acceptance which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the Procuring

Contracting Officer (PCO) or a duly authorized representative.

3. SCOPE

The SOW structures the acquisition around "what" services or quality level is required, as opposed to "how" the

Contractor should perform the work (i.e., results, non compliance). This QASP will define the performance management approach taken to monitor and manage the Contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SOW 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.

The Contractor is responsible for the quality of all work performed. The Contractor measures that quality through the Contractor’s own QCP. Quality control 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 Sub-Contractors.

The Contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the SOW. 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 QCP.

A preliminary QASP evaluation/rating will be performed according to the schedule as noted below. The purpose of this review is to determine whether the Contractor is performing at least at a "Satisfactory" level for each major element assessed using Table 1. This methodology will be utilized as an important factor in determining whether to exercise any of the Options under the Contract or Task Order.

The Government will assess performance of the overall contract using the Contractor Performance Assessment

Reporting System (CPARS) at the end of each Period of Performance (PoP). The Contractor Performance

Assessment Report (CPAR) assesses a Contractor’s performance, both positive and negative, and provides a record on a given contract during a specified period of time. More information pertaining to CPARS can be found at:

https://www.cpars.gov.

https://www.cpars.gov/

4. ROLES AND RESPONSIBILITIES

Procuring Contracting Officer (PCO) – An individual duly appointed with the authority to enter into contracts and make related determination and findings on behalf of the Government. PCOs are designated via a written warrant, which sets forth limitations of their respective authority. The PCO ensures performance of all necessary actions for effective contract administration ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the PCO that ensures the Contractor receives impartial, fair and equitable treatment under the contract. The PCO is ultimately responsible for the final determination of the acceptability of the Contractor’s performance. The PCO for this contract is identified in

Section G.

Contracting Officer’s Representative (COR) – An individual appointed in writing by the PCO to act as their authorized representative to assist in technical administration. The limitations of authority are contained in a written letter of appointment which is a formal attachment to the contract. The COR is responsible for technical administration of the contract and assures proper Government surveillance of the Contractor’s technical performance. The COR provides QASP reports to the PCO. The COR is not empowered to make any contractual commitments or to authorize any changes on the Government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the PCO for action.

Contract Specialist – An individual assigned by the PCO to provide daily administration of the contract. The

Contract Specialist provides input to the PCO and the COR as to the quality of performance for areas addressed in this QASP.

Subject Matter Expert (SME) – Individuals who may be assigned by the COR to perform limited technical oversight of specific projects, work areas, or Technical Instructions issued under the contract. A SME provides input to the COR as to the quality of technical performance for their respective area(s) of expertise. A SME cannot, in any manner, alter the scope of the contract, make commitments or authorize any changes on the Government’s behalf.

5. SCHEDULE

The initial QASP evaluation will be finalized no later than the end of month ten (10) of the base period. Subsequent evaluations will be finalized no later than the end of month ten (10) of option periods (unless otherwise identified in the schedule). The evaluation will encompass all work performed by the Contractor during the assessment period, but will not include cumulative information from prior assessments unless the information applies to corrective actions required as a result of the prior assessment. In order to accomplish this, the following schedule applies:

COR Written Assessment is due to the PCO no later than the end of week two (2) of month ten (10) of the period of performance.

QASP Evaluation - The PCO will review the COR Written Assessment, determine an overall performance rating for the period, and provide a copy to the Contractor no later than week four (4) of month ten (10) of the period of performance.

Interim Evaluations – The COR can provide feedback to the PCO at any time during the period of performance. If the feedback indicates that the Contractor is not meeting the acceptable performance standards as defined herein, the

PCO will provide this feedback to the Contractor immediately.

6. IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The overall performance ratings and standards are included in Table 1, “Task Performance Evaluation Criteria and

Standards”. If the Contractor fails to meet the required performance level based on the preliminary review conducted in accordance with the QASP, the Government may not exercise the next Option period under the contract or Task Order. To meet the required performance level, the Contractor must receive at least a

"Satisfactory" rating for each of the performance requirements identified in Table 2, “Performance Requirements

Surveillance Matrix”, for the performance period being evaluated.

7. METHODOLOGIES TO MONITOR PERFORMANCE

Surveillance Techniques - In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the Government to evaluate Contractor performance when appropriate. The COR will use the following methods of surveillance:

Random or Stratified Sampling: With random sampling, services are sampled to determine if the level of performance is acceptable. Random sampling works best when the number of instances of the services being performed is very large and a statistically valid sample can be obtained. Stratified sampling focuses on selected parts of total Contractor output for sampling. Computer programs may be available to assist in establishing sampling procedures.

100% Inspection: When used, each item of interest shall be reviewed.

Periodic Inspection, Judgmental Inspection, or Planned Sampling: This method, sometimes called "planned sampling,” consists of the evaluation of tasks selected on other than a 100% or random basis.

Customer Feedback: Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

The Contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints, investigate and work with the PCO and Contractor to resolve the issue.

8. QUALITY ASSURANCE DOCUMENTATION

The Performance Management Feedback Loop - The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in Table 1. Table 2 provides the

“Performance Requirements Surveillance Matrix”. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

9. MONITORING SYSTEM

The Government’s QA surveillance, accomplished by the COR, in conjunction with the PCO, will be reported using the methodology described herein. QASP evaluations will be done as input to Option Exercise determinations.

Table 1 – Task Performance Evaluation Criteria and Standards

In evaluating the quality of Contractor’s performance, the following performance ratings may be used.

Performance

Rating Criteria

Excellent /

Outstanding

Performance meets contractual requirements and exceeds many to the

Government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with few minor or no problems and Contractor actions were highly effective.

Very Good

Performance meets contractual requirements and exceeds some to the Government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the Contractor were effective.

Satisfactory

Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the Contractor were satisfactory.

Marginal

Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the Contractor has not yet identified corrective actions. The Contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory

Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the Contractor’s corrective actions appear or were ineffective.

Table 2 – Performance Requirements Surveillance Matrix

Performance Element: Quality of Product or Service

SOW Paragraph Desired Outcomes

(What do you want to accomplish as the end result of this contract?)

Required Service

(What task must be accomplished to give you the desired result?)

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Monitoring Method

(How will you determine that success has been achieved?)

SOW Paragraphs C.3.1 – C.3.14

SOW

paragraphs C.3.1 – C.3.14 support meets the requirements of each Work Element.

C.3.1-C.3.14 Support has the desired skill level and provides technical inputs and deliverables as required.

The Contractor shall ensure that a rapid response is given in the completion of tasking and maintain 95% customer satisfaction with task support and content of monthly reports.

90% Customer Satisfaction with task support and content of monthly reports.

Customer feedback;

Periodic Inspection

Program Management

Submission is in accordance with

Submission is in accordance

Submission is in accordance

90% of required deliverables

100% Inspection by COR

CDRLs A002 – A006

DID cited in

CDRL.

with DID cited in CDRL.

with DID cited in the CDRL provided on time and with no more than one report per Work Element may be inaccurate or require a re-write.

and/or Technical Points of Contact as indicated on

CDRL.

Systems and Software Engineering CDRLs A007 – A009, A00A-A00G

Submission is in accordance with DID cited in

CDRL.

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in the CDRL

90% of required deliverables provided on time and with no more than one report per Work Element may be inaccurate or require a re-write.

Random Sampling by COR and/or Technical Points of Contact as indicated on

CDRL.

Performance Element: Cost Control & Reporting

Outcomes

Required Service

Standard

Acceptable Quality Level (AQL)

Monitorin g Method

C.3.15 Progress and Status Reports A001

Submissions are delivered in accordance with the DID cited in the CDRL

Submission of Monthly Progress Report

Complete report reflecting all cost incurred for the preceding month

90% Compliant

100% Inspection audit of submitted documents and invoices

C.5 Other Direct Cost (ODC)

ODC are submitted per C.5

ODC are requested, approved, and invoiced correctly.

ODC are requested, approved, and invoiced correctly.

All ODCs are requested and approved.

Any discrepancie s when invoicing are corrected immediately.

100% Inspection

Cost Management Contractor routinely completes the effort within the originally agreed to estimated cost. Funds and resources are generally used in a cost-effective

Contractor provides timely and accurate Limitations of Funds (LOF) notices, financial estimates.

The Contractor shall provide accurate and timely financial estimates, quotes, and expenditure reporting.

The Contractor shall maintain a track of actual cost to predicted cost by 10% tolerance

100% Inspection audit of submitted documents and invoices and Customer Feedback manner. No major resource management problems are apparent.

agreed to by customer.

Invoice Invoices are submitted timely and in accordance with contract

Invoices are submitted in accordance with the contract and include backup documentatio n for all ODCs

Invoices are accurate and submitted in accordance with contract to include all backup documentatio n for all ODCs

Any discrepancie s when invoicing are corrected immediately.

100% Inspection

Performance Element: Schedule

SOW

Paragraph

Desired

Quality Level (AQL)

Monitoring Method

SOW

Paragraphs C.3.1 – C.3.14

Technical Support to

SOW

Paragraphs C.3.1 – C.3.14 adheres to project schedules

Technical Support to

OW

Paragraphs C.3.1 – C.3.14 meet the schedule milestones for each project

Government requests and data calls are requested to quickly. Inputs and review are provided in accordance to project schedule.

90% Compliant

Periodic Inspection and Customer Feedback.

Program Management CDRLs A002 – A006

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in the CDRL

90% of required deliverables provided on time

100% Inspection by COR and/or Technical Points of Contact as indicated on

CDRL.

Systems and Software Engineering CDRLs A007 – A009, A00A – A00G

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in the CDRL

90% of required deliverables provided on time

Random Sampling by COR and/or Technical Points of Contact as indicated on

CDRL.

Performance Element: Management

Quality Level

(AQL)

Monitoring Method

Provide qualified staff for tasking in accordance with the SOW

The Contractor shall ensure that a rapid response is given in providing

The Contractor shall provide Key labor categories required with qualified staff

The Contractor shall provide staff qualified to perform tasking in accordance

90% of the contractor staff provided were qualified to perform tasking in accordance

Systems Engineering support with qualified staff and that no key positions are open longer that 75 days.

and that no positions are open longer that 90 days.

The contractor shall provide non-key qualified staff to perform tasking in accordance with the SOW with the SOW, no key positions are open longer that 90 days, and the tasking deadlines are not impacted due to lack of qualified staff.

with the SOW and the tasking or program milestones are not impacted due to lack of qualified staff.

90% of Key positions were not open for longer than 90 days.

Meeting Minutes

CDRL A005

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in CDRL.

Submission is in accordance with DID cited in the CDRL

90% of required deliverables provided on time and with no more than one report per year may be inaccurate or require a re-write.

Random Sampling by COR and/or Technical Points of Contact as indicated on

CDRL.

Problem Resolution

Contractor’s Management identifies problems timely and follows their corrective action plans to resolution.

Problems are resolved quickly with Minimal Government involvement.

Problems are Resolved quickly with Minimal Government involvement.

90% of the problems do not require Government involvement.

Customer Feedback

Responsiveness Government requests and concerns are addressed immediately with quality and completeness.

Contractor’s Management responds timely to Government requests and concerns.

Contractor’s management is responsive to Government requests and concerns.

90% of the requests and concerns are addressed within 3 business days.

Customer Feedback

Communication and Competence

Contractor’s Management integrates and coordinates all activity needed to execute the contract and communicates with Government in an effective and timely manner.

Contractor’s Management integrates and coordinates all activity and communicates with Government in an effective and timely manner.

Contractor’s Management integrates and coordinates all activity and communicates with Government in an effective and timely manner.

Contractor’s Management integrates and coordinates all activity and communicates with Government in an effective and timely manner.