Attachment_4a_-_QASP.doc

QUALITY ASSURANCE SURVEILLANCE PLAN

For

LODGING SERVICES – POINT LOMA SUB BASE, SAN DIEGO, CA

IN SUPPORT OF PORTSMOUTH NAVAL SHIPYARD

OFF-YARD SUPPORT OFFICE, CODE 338

1. 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.

2. AUTHORITY

Authority for issuance of this QASP is provided under FAR 52.212-4(a), Inspection/Acceptance, and FAR 52.212-4(m), Termination for cause, and documentation called for in the contract to be accomplished by the Contracting Officer or his duly authorized representative.

3. SCOPE

The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract or task order. The QASP is not a part of the contract nor is it intended to duplicate the Contractor’s Management Plan.

4. GOVERNMENT RESOURCES

The following definitions for Government resources are applicable to this plan:

Contracting Officer - A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government.

Beach Administrator (Beach) - An individual designated by the Contracting Officer to act as the Contracting Officer’s authorized representative to assist in administering a contract.

Contracting Officer’s Representative (COR) / Alternate Contracting Officer’s Representative (ACOR) - An individual designated in writing by the Contracting Officer to act as the Contracting Officer’s 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.

5. RESPONSIBILITIES

The Government resources shall have responsibilities for the implementation of this QASP as follows:

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.

Beach Administrator (Beach) - An individual who is responsible for oversight of the lodging services provided and assures proper Government surveillance of the Contractor’s performance. The Beach is not empowered to make any contractual commitment or to authorize any contractual changes on the Government’s behalf. Any changes that he Contractor deems may affect contract, price, terms or conditions shall be referred to the Contracting Officers for action. The Beach will serve as the Quality Assurance Evaluator (QAE).

Contracting Officer’s Representative – The COR/ACOR is responsible for administration and oversight of lodging services and assures Government surveillance of the Contractor’s performance. The COR or ACOR 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 Contracting Officer for action. The COR will serve as the Quality Assurance Evaluator (QAE)

6. METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP.

Customer Feedback – Customer feedback may be obtained from random customer complaints. Naval Supply Systems Form 1343 will be made available by the COR for the patrons. The COR shall have sole custody of the suggestion box. 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.

Inspections – Each phase of the services rendered under the contract is subject to Government inspection during the Contractor’s operations and after completion of a task. Inspections may be routine functions performed by the COR or ACOR. The COR shall maintain a Contract Discrepancy Report (CDR), a copy of which will be provided to the Contractor. Within three days, the contractor shall reply in writing to CDR(s) by stating reason(s) for unsatisfactory performance(s) and shall identify the corrective action(s) that will be taken to prevent recurrences(s).

IDENTIFIED QUALITY ASSURANCE SURVEILLANCE ITEMS

The following PBSC items are identified within the Performance Based Statement of Work presented in Section J of the solicitation as an attachment and are to be monitored under this QASP.

Customer Service

Measurement/Metric – Customer feedback. Review of submitted invoices.

Performance Standard – Schedule accommodations 95% of the time. Submitted correctly 95% of the time.

Maintain General Lodging

Measurement/Metric – Random inspection (spot checks, floor checks, and phone calls). Units ready when scheduled.

Performance Standard – Provide units at each proposed location 99% of the time.

Furnished Units and Sanitary Living Conditions

Measurement/Metric – Customer feedback and/or Random Inspections

Performance Standard – Services performed in a timely manner 95% of the time.

Do Not Exceed Contract Limitations Measurement/Metric – Review of Invoices

Performance Standard – 100% of the time

Timely Customer Service in Response to Issues/Problems

Measurement/Metric – Customer Feedback, Review of Records/Reports

Performance Standard – Respond within sixty (60) minutes for 95% of the customer’s problems or questions during the month. *Customer Service available twenty-four (24 hours a day access seven days a week).

7. DOCUMENTATION

The Beach Administrator will, in addition to providing documentation to the Contracting Officer, maintain a complete Quality Assurance file. All such records will be retained for the life of this contract. Information in the Quality Assurance file will be considered when completing the annual Contractors Performance Assessment Reporting Systems report.

8. ATTACHMENTS

Attachment A – QASP Matrix