QASP_QASP_Matrix_12T0530.doc

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

NAVAL MEDICAL CENTER, PORTSMOUTH

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PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in this contract. The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract and that the Government only pays for the acceptable level of services received.

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AUTHORITY

Authority for issuance of this QASP is provided under FAR 52.212-4(a), Inspection/Acceptance; which provides for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the Contracting Officer or his duly authorized representative.

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SCOPE

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The Quality Assurance Surveillance Plan (QASP) is put in place to provide Government oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the contract nor is it intended to duplicate the Contractor’s Management Plan. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the contract.

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GOVERNMENT RESOURCES

Contracting Officer – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Contracting Officer’s Representative (COR) - An individual designated in writing by the Contracting Officer to act as his authorized representative to assist in administering a contract. The source and authority for a COR is the Contracting Officer. COR limitations are contained in the written letter of appointment.

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METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP. The QASP Matrix describes the methods of surveillance that may be used to monitor the services and deliverables to be provided under the contract.

Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random 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 shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The COR shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance Activity Checklist.

Random Monitoring – Random telephone monitoring shall be conducted if and when deemed necessary to ensure compliance with the terms of the contract. The COR will conduct the random monitoring.

Random Checks/Inspections on Completion of Workload Tasking – Random checks will be conducted to ensure compliance with the QASP Matrix. The COR will conduct the random monitoring.

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IDENTIFIED QA SURVEILLANCE ITEMS

The PBSC items that have been identified for surveillance are identified in the QASP Matrix.

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DOCUMENTATION

The Contracting Officer Representative (COR) will maintain a complete file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of this contract. The COR shall forward these records to the Contracting Officer at termination or completion of the contract.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.

In accordance with the inspection of services provisions of the contract, the contractor will be incentivized to provide quality products in a timely manner since the Government can require the Contractor, at no additional cost, to replace or correct work that fails to meet contract requirements.

QASP MATRIX

Standard

Surveillance Procedures to be taken when performance standards are not met

PBSOW

Specific Duties and Responsibilities Services to be provided.

Customer Feedback

Random Inspections FAR Clause 52.212-4(a) Inspection/Acceptance

Positive Incentive: The Positive Incentive:

The contractor shall receive a favorable past performance review if the contractor meets or exceeds the performance standards.

Decrements: The contractor shall receive a negative past performance review if the contractor doesn’t meet or exceed the performance standards.

PBSOW

Specific Duties and Responsibilities

Para 1(c) Accuracy & Timeliness

OEM Qualification Requirements:

Contractor must meet OEM training standards as required.

Certified training documentation provided to the activity upon request.

FAR Clause 52.212-4(a) Inspection/Acceptance

Positive Incentive: The Positive Incentive:

The contractor shall receive a favorable past performance review if the contractor meets or exceeds the performance standards.

Decrements: The contractor shall receive a negative past performance review if the contractor doesn’t meet or exceed the performance standards.

PBSOW

Specific Duties and Responsibilities

Para 2(e) Accuracy & Timeliness

Scheduling & Coordination of Service Calls: Contractor shall provide contact information within 3-5 business days after contract award.

FAR Clause 52.212-4(a) Inspection/Acceptance

The contractor shall receive a favorable past performance review if the contractor meets or exceeds the performance standards.

Decrements: The contractor shall receive a negative past performance review if the contractor doesn’t meet or exceed the performance standards.

PBSOW

Specific Duties and Responsibilities

Para 6(a)(b) Accuracy & Timeliness

Contractor Service Report:

Contractor shall provide to BME a full service report within two (2) business days after completion of all services performed.

FAR Clause 52.212-4(a) Inspection/Acceptance

The contractor shall receive a favorable past performance review if the contractor meets or exceeds the performance standards.

Decrements: The contractor shall receive a negative past performance review if the contractor doesn’t meet or exceed the performance standards.

PBSOW

Specific Duties and Responsibilities

Para 9(a) Accuracy & Timeliness

Maintenance Coverage:

Contractor Service Tech shall respond via telephone within two (2) hours after receipt of trouble call.

Contractor shall provide on-site service no later than the close of business (4:30pm) on the next business day.

Equipment shall be operational within 48 hours

FAR Clause 52.212-4(a) Inspection/Acceptance

The contractor shall receive a favorable past performance review if the contractor meets or exceeds the performance standards.

Decrements: The contractor shall receive a negative past performance review if the contractor doesn’t meet or exceed the performance standards.

Incentives/Disincentives:

The COR makes an annual report on Contractor Performance (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract, reflected in the COR’s annual report, may result in termination of the contract and may also result in the loss of future Government contracts. Additionally, the contractor’s failure to achieve satisfactory performance under the contract may also result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.

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