M00264-16-T-0156_Attachment_2_QASP.docx

Attachment 1

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

0. Introduction This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) for Natural Resources and Environmental Affairs Branch (NREA), GF Instillation and Environmental Division, Marine Corps Base Quantico, VA.

This effort shall provide the NREA Branch services in support contract lab services for the Waste Water Treatment Plant, the Base Environmental Stormwater Program and Hazardous Waste Program. This plan sets forth the procedures and guidelines NREA will use to ensure the required performance standards or services levels are achieved by the Contractor.

0. Purpose The purpose of the QASP is to describe the systematic methods used to monitor performance and identify the required documentation and resources to be employed. This QASP serves as the principal basis for assessing overall performance quality associated with the laboratory testing. The Government will use this document to assess the effectiveness of the Contractor’s management and technical services. This QASP provides the methodology by which the Government will monitor the Contractor's performance to determine compliance with established performance objectives and to establish performance benchmarks that ensure a quantifiable basis for measuring effectiveness. This plan’s design limits performance surveillance to that which is necessary to verify the contractor’s performance of management and technical services satisfactorily meets and relates directly to the performance objectives delineated in the PWS.

0. 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 defines the performance management approach taken by the government to 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.

0. 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 QC program 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. The contractor’s QC program will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

The Contracting Officer Representative (COR) will monitor performance and review performance and monthly reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The Contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

0. Roles and Responsibilities

5.1 Contracting Officer

The Contracting Officer (CO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the COR, Task Manager/Lead Instructional Designer and the Contractor. The CO will designate a COR as the government authority for performance management.

5.2 Contracting Officer's Representative

The COR is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

5.3 Identification of Required Performance Standards/Quality Levels The required performance standards and/or quality levels are included in the PWS and in Attachment 2, "Performance Requirements Summary." The contractor’s delivery of required services and performance level will be documented and posted to the Contractors Performance Assessment Reporting System (CPARS).

0. Methodologies to Monitor Performance

6.1 Surveillance Techniques

The government will conduct surveillance of the contractor’s performance of tasks and required services to determine whether the contractor’s performance effectively and efficiently complies with all terms and conditions of the PWS. In addition to statistical analysis, the functional expertise of the COR and designated Government representatives play a critical role in adequately evaluating contractor performance. The government will use the methods of surveillance listed below in the administration of this QASP. The Performance Requirements Summary (PRS) in Attachment 2 contains the performance objectives the government will measure.

Demonstration and Observation - A qualification method the government performs by directly observing contractor performance relying on observable functional operation. It does not require the use of instrumentation or special test equipment.

Analysis - A qualification method the government performs by examining and assessing the application of techniques to determine if they are appropriate and sufficient. The quality of performance can be determined from government or contractor task-based or Management Information System (MIS) reports, contractor ISO 9000 techniques and procedures, or from government observation of completed tasks. In some instances, reports may be available in the form of information on a contractor's performance against contract requirements. Reports generally provide information regarding various characteristics of tasks and the government can, therefore, used them to determine acceptability of the contractor's performance.

Inspection – The government will accomplish qualitative inspections using one of the following techniques:

· 100% Inspection

· Periodic Inspection, Judgmental Inspection or Planned Sampling: This method consists of the government evaluating tasks selected on other than a 100% or random basis.

6.2 Customer Feedback

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 and investigate the customer complaints.

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

6.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 2, Performance Requirements Summary, for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. Levels of performance are keyed to the relative importance of the task to the overall mission.

7. Quality Assurance Documentation

7.1 Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and assessed using the performance monitoring techniques shown in Attachment 2.

7.2 Monitoring Forms

The Government’s surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachment 3. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results are being achieved.

The COR will retain a copy of all completed monitoring forms.

8. Analysis of Quality Assurance Assessment

8.1 Determining Performance

The Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels.

8.2 Reporting

Semiannually the COR will prepare a written report for the Contracting Officer summarizing the overall results of the contractor’s performance. This written report, which includes the contractor’s submitted monthly reports and the completed quality assurance monitoring forms (Attachment 3), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

8.3 Reviews and Resolution

The COR may require the Task Manager/Lead Instructional Designer, or a designated alternate, to meet with the COR and/or Contracting Officer to discuss performance evaluation. The agenda of the reviews may include:

· Monthly performance assessment data and trend analysis.

· Issues and concerns of both parties.

· Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis.

· Recommendations for improved efficiency and/or effectiveness.

· Any other issues arising from the performance monitoring processes.

The Contracting Officer and Contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the Contracting Officer.

Attachment 2

PERFORMANCE REQUIREMENTS SUMMARY

(PRS)

The contractor shall maintain adequate quantity sample of containers at MCBQ.

Contractor shall collect, store, and transport samples per regulatory criteria and within schedule.

100% compliance in collecting, storing, and transporting samples per regulatory criteria

· Regulatory compliance

· Adequate inventory of sample containers at MCBQ

· Proper handling of samples.

· Regulatory compliance

· No more than 5 typographical errors

· Regulatory compliance

· Responsiveness