Attachment 4 QASP 06 June 2019.pdf

06 June 2019

Quality Assurance Surveillance Plan (QASP)

For

Internal Contractor Support Services (iCSS) Indefinite Delivery Indefinite Quantity

(IDIQ) Contract

1. Purpose.

The purpose of the Quality Assurance Surveillance Plan (QASP) is to provide the guidance the Contracting Officer’s Representative (COR) needs to administer the iCSS contract. The QASP articulates the approach that NAWCTSD will use to conduct contract surveillance; to provide quality standards for contract surveillance; and to specify Contractor performance evaluation ratings. The COR uses the QASP as the basis for ensuring that the Government receives the quality of services called for in the contract and that the Government pays only for the acceptable level of services received.

2. Authority.

Authority for issuance of this QASP is provided under FAR Part 42.11- Production

Surveillance and Reporting, which provides that: “The Government will maintain surveillance of contractor performance as necessary to protect its interests.” NAWCTSD identifies the responsibilities within this QASP to the contractor in the Request for

Proposal (RFP).

3. Scope.

All actions taken under the NAWCTSD iCSS contract are subject to this QASP.

The contractor conducts quality control. The contractor must provide quality personnel to execute the tasks in the SOW. The Program Managers responsible for the work and the COR determine how well the tasks are completed. Major tasks and quality standards are listed in paragraph 5.c. below. The contractor shall use an established commercial quality control program to ensure compliance with these standards and other stipulations in the contract.

NAWCTSD reviews the contractor’s quality control activities and conducts surveillance of the contractor’s efforts to ensure that the contractor delivers as specified in the contract. NAWCTSD uses this Quality Assurance Surveillance Plan to provide surveillance oversight of the Contractor’s efforts.

4. Government Responsibilities.

The following NAWCTSD officials will implement this QASP:

a. Contracting Officer. The Contracting Officer ensures performance of all necessary actions for contracting, and ensures compliance with the terms of the contract, and safeguards the interests of the United States in the contractual relationship. The

Contracting Officer ensures that 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.

b. Contracting Officer’s Representative (COR). The COR is the single point of contact for the contractor and all contract users. The COR is responsible for technical administration of the contract and assures proper Government surveillance of the contractor’s performance. The COR cannot make any contractual commitments or authorize any changes on the Government’s behalf. The contractor shall refer any actions that may affect contract price, terms, or conditions to the Contracting Officer. The COR receives reports of deficiencies regarding the contractor from the Program Managers and responds. The COR maintains all Program Managers’ correspondence regarding significant contractor issues as back up for the annual CPARS.

c. Program Manager. The program manager conducts the actions and develops the reports required for coordination across the Program Directorates and the

Competencies of NAWCTSD that use the iCSS contract. The program manager assists the COR with program and funding issues. The Contractor shall submit any requested changes that may affect contract, price, terms, or conditions to the Contracting Officer.

The program manager cannot make any contractual commitments or authorize any contractual changes on the Government’s behalf. The Program Manager provides the

Assessor and the Reviewing Official to develop and review annual CPARS reports. The

Program Manager collects and assimilates annual CPARS satisfaction surveys from the

Program Managers in accordance with Tab C.

5. Methods of Quality Assurance Surveillance.

a. The COR’s Surveillance Approach. The COR’s primary methods of surveillance will be: (1) day to day contact with the contractor and with the Program

Managers using the contract; (2) scrutiny of monthly Contractor’s Progress, Status, and

Management Reports (CPSMR); (3) review of Incurred Costs Reports; and (4) quarterly material/management reviews (MMRs) as required.

(1) During day to day contacts, the COR resolves issues that arise among the contract users, the contractor, and others that support the contract processes. The COR and the Program Managers provide feedback to the contractor through these normal contacts and they work through issues together. Additionally, Program Manager may lodge formal recognition or complaints by submitting the Customer Feedback Statement at Tab A to the COR. The COR will work a formal complaint as another day-to-day issue.

(2) The COR also scrutinizes the monthly CPSMRs and takes action on all issues that are raised. The COR notifies the PM of all planned labor hires that are over 30, over

60, and over 90 days old. The COR maintains the CPSMRs and copies of any correspondence from customers regarding contractor performance to use in developing the annual CPARS. (SOW 3.11 and CDRL B001.)

(3) The COR compares weekly Incurred Costs Reports (ICR) from the contractor to the billing invoices the contractor submits in Wide Area Work Flow (WAWF) to ensure that the contractor loads the same costs into WAWF that are billed to Program

Managers. Monthly, the COR will also reconcile the costs with Program Managers to ensure that the PMs agree that the contractor completed all of the work that was billed.

(SOW 5.1.1 and CDRL B001.)

(4) The COR will establish a quarterly, face-to-face manpower /material review

(MMR) with the contractor at a location of the COR’s choosing. COR face-to-face meetings with the contractor will focus on manpower and material issues as well as efforts at process improvements. The Program Manager will attend the meetings as required. The COR will adjust or delete the meeting frequency and schedule as required.

The COR may invite individual PMs with issue to attend. Contractor shall provide meeting minutes to the COR via email in any format he desires.

b. Procurement Contracting Officer (PCO) Oversight of the COR. The COR provides visibility of QASP issues to the PCO. The contracting officer will review the

COR’s surveillance results in the annual CPARS and may use it to determine whether to award options.

c. CPARS and Contractor Evaluation Ratings. The PM will act as the CPARs

Assessor. Annually, the COR provides a draft CPARs comments to the Program

Manager. The Reviewing Official will review drafts before any information is officially posted in CPARs database. The COR will also provide the Assessor and the Reviewing

Official with: the CPMSRs for that CPARs period, all Customer Feedback Statements for the period, and the COR’s view of performance prior to the PM loading any CPARs information into the CPARs database. The PM will provide the contractor comment on draft annual CPARs before they are posted to the CPARs database.

Annually, the Reviewing Official will validate that the draft CPARs information is coordinated with the contractor, then the PM will load CPARs database with an assessment. The Contractor may comment further on the PM’s assessment as desired.

The Reviewing Official will address any contractor comments and approve the CPARs.

The intent of this process is to reduce rework in CPARs where the contractor’s non-concurrence requires the assessment to be rewritten and reloaded.

Assessment Factors for Contractor Evaluation Ratings is at Tab B.

d. Quality Standards. The following tasks and quality standards measure satisfactory performance:

Task

Satisfactory

Performance

Standard

Surveillance Measure /Method

Incentives

Technical

Performance

The contractor shall provide quality personnel that conduct tasks specified in the

Labor Category descriptions in the

SOW.

Measure 1: Program Managers accept 90% of personnel when the contractor first offers them.

Measure 2: Contractor provides a running tally of labor positions in the monthly CPSMR that Program

Managers do not accept.

Method: 100% Inspection by COR. If <90%, it is reported to the PCO.

Must have a

“satisfactory” or better

CPARS

rating or

NAWCTSD

may not award the next option at

PCO’s discretion.

Schedule The Contractor shall ensure that labor positions are acceptably staffed no more than 60 days after NAWCTSD requests the labor.

Measure: Contractor provides a Production Progress

Report with a running annual tally of over 30; over

60; over 90 days report in each CPSMR for monthly review with COR.

Method: 100% Inspection by COR and customer feedback.

Schedule Contractors personnel shall complete all work on schedule as directed by the Program

Managers.

Measure: Contractor labor meets work schedules.

Method: Program Managers report failures on

CPSMR or Tab A complaint form as well as during invoice reviews with the COR.

Cost Control The Contractor shall meet agreed upon costs for all labor categories.

Measure 1: COR reviews invoices listed on tracking chart using Wide Area Workflow (WAWF) with

Program Managers to ensure the invoices are accurate and are commensurate with actual performance.

Measure 2: COR reports cost deficiencies to the

PCO and lists them in annual CPARs.

Method: 100% Inspection by COR with PM feedback. Monthly PM review. Annual Principle

Contracting Officer review before next Option is let.

Program

Management

Contractor minimizes rework.

Measure: Contractor reports rework on CPSMRs and maintains less than 10% rework.

Method: COR monitors rework complaints in

CPMSRs. Program Manager assimilates reported rework statistics in CPARS.

Program

Management

The contractor shall rapidly respond to

Program Manager complaints.

Measure: Contractor maintains 100% satisfaction of the Program Managers.

Method: COR monitors complaints in CPSMRs.

Contractor’s

Progress, Status and

Management

Report including

Funds and

Man-Hour

Expenditure

Report

(Monthly

Status

Report/CDRL)

Submission is in accordance with the

DID cited in the

(Monthly Status

Report/CDRL).

Measure: Contractor maintains a running tally of deliverables and report of deficiencies IAW CPSMR

CDRL.

Method: 100% Inspection by COR.

6. Documentation. The COR will maintain a QASP file on the S: Drive which will contain copies of all reports, evaluations, recommendations, and any actions related to the

Government’s performance of the quality assurance function. All records will be maintained for the life of the contract. The COR shall forward these records to the

Contracting Officer at termination or completion of the contract.

7. Incentives. The quality assurance surveillance documentation will provide the basis for the past performance rating in the Contractor Performance Assessment Reporting

System (CPARS). The COR’s assessments and the resulting CPARS rating are a determinant in the Government’s decision to exercise an option under this contract. This determinant provides the incentive to maintain quality of services throughout the life of the contract.

8. Attachments.

Tab A - Customer Feedback Statement of Contractor Performance

Tab B - Definitions of Assessment Factors

Tab C - Program Managers’ Annual CPARS Satisfaction Survey

TAB A - Customer Feedback Statement of Contractor Performance

CUSTOMER FEEDBACK

STATEMENT OF CONTRACTOR PERFORMANCE

DATE/TIME OF STATEMENT

SOURCE OF STATEMENT

ORGANIZATION

BUILDING NUMBER

NAME / JOB TITLE

PHONE NUMBER

NATURE OF STATEMENT. (MAY BE POSITIVE OR NEGATIVE. PROVIDE SPECIFIC METRICS IN A CLEAR NARRATIVE WHERE POSSIBLE.)

NOTE: CUSTOMER STATEMENTS WILL AFFECT THE CONTRACTOR’S PERFORMANCE REPORT.

CONTRACT REFERENCE

VALIDATION (FOR COR USE)

DATE/TIME CONTRACTOR INFORMED OF ANY COMPLAINT(S)

ACTION TAKEN BY CONTRACTOR

NOTE: SPECIFY HOW QUICKLY CONTRACTOR RAPIDLY ADDRESSED AND RESOLVED YOUR ISSUE(S).

RECEIVED/VALIDATED BY

TAB B - Definition of Assessment Factors

1. Tab B provides ratings nomenclature and definitions. The CPARS Assessor will complete the CPARS using the following evaluation ratings:

E (Exceptional): Performance meets contractual requirements and exceeds many to the

Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective and rapidly implemented. Supporting documentation must articulate the specific government benefits that exceed requirements.

VG (Very Good): Performance meets contractual requirements and exceeds some to the

Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective. Supporting documentation must articulate the specific government benefits that exceed requirements.

S (Satisfactory): Performance meets contractual requirements. The contractual performance of the task and sub-task contain some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

M (Marginal): Performance does not meet contractual requirements. The contractual performance of the task and sub-task being assessed reflect a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

U (Unsatisfactory): Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the task and sub-task contains a serious problem(s) for which the contractor’s actions appear or were ineffective.

2. The evaluation ratings for Utilization of Small Business are Not Applicable for this iCSS contract if NAWCTSD selects a small business as the contractor. If the contractor manages other businesses as a part of this contract, it may be noted on the CPARs.

Tab C - Program Managers’ Annual CPARS Satisfaction Survey

SUBJECT: Customer Satisfaction Survey for NAWCTSD iCSS Contract to Support

Annual CPARS

FOR: iCSS Contract Users (PDs/Competencies/PMs)

1) Please comment on (Contractor’s Name) performance from 01 March 2019 to 28 February

2020 on the NAWCTSD iCSS contract. Save short answers for the following eight questions on this sheet and email them to me by 01 February 2020. Answer only those questions that you deem relevant. You do not have to answer any of the questions. Be brief and meet the suspense.

a) Did you accept 90% or better of the personnel the contractor first offered?

PD/Competency Program/Project Yes No ( and % accepted)

b) What positions did you have that the contractor did not fill within 60 days of your initial request? How many days did the contractor require?

PD/Competency Program/Project Labor Category # Days Late

c) Is the contractor completing all of your tasks on schedule? (If not, please explain.)

PD/Competency Program/Project Yes / No Explanation (and % late)

d) Are invoices accurate and commensurate with actual performance?

PD/Competency Program/Project Cost Issue / Amount (000s)

e) What cost overruns or other cost issues did you encounter with the contractor?

PD/Competency Program/Project Cost Issue / Amount (000s)

f) Did more than 10% of the contractor’s efforts require rework?

PD/Competency Program/Project Yes / No %

g) Did the contractor respond rapidly to your problems or complaints? What % satisfied are you with the contractor’s speed and solutions?

PD/Competency Program/Project Yes / No %

h) Do you have any other comments (positive or negative) regarding the contractor’s work?

PD/Competency Program/Project Comments

2) These questions come from the contract QASP. Your answers support the annual CPARS rating for the contractor. We encourage both positive and negative comments in paragraph g) above.

3) POC is (Name), (Code), PDA, (email address), (phone number).