P09.QUALITY ASSURANCE SURVEILLANCE PLAN.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

FULL MAINTENANCE ON BOILERS AND CONTROLS

For: Boiler Services Contract Number: To Be Determined Contract Description: FULL MAINTENANCE ON BOILERS AND CONTROLS Contractor's name: Not yet awarded.

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this work statement. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirements Summary (PRS) in the maintenance contract. The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a janitorial service contract will provide the service is the best means of achieving that objective.

The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

In this contract the quality control program is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a "self-correcting" contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of al I necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract The CO is ultimately responsible for the final determination of the adequacy of the contractor's performance.

Assigned CO: To Be Named Organization or Agency: Department of Veterans Affairs, - NCO 9

b. Contracting Officer's Representative (COR) - The COR is responsible for administration of the contract and shall assure proper Government surveillance of the contractor's performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government's behalf.

Assigned COR: To Be Determined

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor's program manager for this contract.

4. PERFORMANCE STANDARDS: Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

Toe Performance Requirements Summary Matrix, in the OW, includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Objective Performance Standard Acceptable Quality Level Surveillance Method Remedies

Acceptable Level

Acceptable Level

Acceptable Level

SURVEILLANCE: The Contracting Officer's Representative (COR) will receive complaints from Government personnel and pass them to the contractor's quality control inspector (QCI) for correction.

STANDARD: 95% of all facilities are without customer complaints for the month or service period. For example, if they are 100 facilities receiving service during the month, the COR should receive no more than 5 customer complaints during the service period. For the purpose of these services a facility may never have more than one customer complaint. The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions, Items or the appropriate inspection of services clause, if any of the above service areas exceed five customer complaints.

PROCEDURES:

Any Government employee that observes unacceptable services, either incomplete or not perfom1ed, for any of the above performance objectives should immediately contact the COR and the COR will complete appropriate documentation to record the complaint. The COR will consider the customer complaint valid upon receipt from the customer. The COR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected. COR will-consider customer complaints as resolved unless notified otherwise by the customer. The COR shall verbally notify the Contractor's Quality Control Inspector (QCI) or supervisor to pick up the written customer complaint.

The QCI/Supervisor will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint alter investigation of the site and challenges the validity of the complaint, the QCI/Supervisor will notify the COR.

The COR will investigate to determine the validity of the complaint. If the COR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the QCI/Supervisor and the QCI/Supervisor will be given an additional hour to correct the customer complaint. A customer complaint will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI/Supervisor shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If repeat customer complaint is received indicating the same deficiency during the service period, the COR shall contact the Contracting Officer for appropriate actions.

SURVEILLANCE: The government COR/CO will evaluate the services required by this contract to ensure compliance.

STANDARD: The Contractor perform all work required by the contract in a satisfactory manner in accordance with appropriate SOW paragraph the COR shall not consider the contract complete until all deficiencies have been corrected.

PROCEDURES: The Government CO will inspect all work required by the contract to ensure contractor compliance with the Performance Work Statement each time a service is performed.

Record indicates results unacceptable of inspection, performance, noting the notify date and time of the inspection, notify the QCI/Supervisor of the deficiencies for correction. The contractor shall be given two hours after the notification to correct the unacceptable performance.

COR

Company/Contractor Representative

Contracting Officer, NCO 9