Attachment 2 Quality Assurance Surveillance Plan.doc

ATTACHMENT 2

QUALITY ASSURANCE SURVEILLANCE PLAN

FULFILLMENT SERVICES

1. Objective: The purpose of this plan is to provide a quality assurance surveillance plan for use by the Contracting Officer’s Technical Representative (COTR) in support of the technical and managerial support being provided to the Benefits Administration and Payment Department of the Pension Benefit Guarantee Corporation. This plan provides a basis for the COTR to evaluate the quality of the contractor’s performance. The oversight provided for in the contract and in this plan will help to ensure that service levels reach and maintain the required levels throughout the duration of the contract. Further, the plan provides the COTR with a proactive way to avoid unacceptable or deficient performance, and provides verifiable input for the required performance evaluations.

2. Performance Standards: The COTR shall perform this surveillance according to the following criteria:

a. Monitor Performance Criteria: By monitoring the contractor, the COTR will determine whether the performance levels set forth in the PWS have been attained. This QASP provides a systematic method to evaluate the quality, quantity, and timeliness of services furnished by the Contractor versus the steps taken or procedures used to produce the services.

b. This QASP is based on the premise that the Contractor, not the government is responsible for management and quality control actions to meet the terms of this contract. Good management and the use of adequate quality control procedures will allow the Contractor to perform satisfactorily. The Government is responsible for assuring quality services are received from the contractor. In achieving this objective, the COTR will be objective, fair, and consistent in evaluating the Contractor’s performance against the standards outlined in this document and its attachments.

c. Quality Level: The Government surveillance will determine whether the performance level set forth in this contract is attained as identified in the Performance Requirements Matrix attached.

3. Roles and Responsibilities:

a. Contracting Officer (CO): The CO is the only person authorized to contractually obligate the Government. While the COTR may evaluate the Contractor’s performance, only the CO may take formal action against the Contractor for unacceptable performance. Additionally, only the CO may change the terms and conditions of the contract to include changes in schedule, delivery location, and scope.

b. Contracting Officer’s Technical Representative: The COTR will be designated in writing by the CO. The COTR’s authority is limited to administering the technical aspects of this contract as specified in the COTR appointment letter.

4. Evaluation Methods

The COTR will use Contract Monitoring and Surveillance Reports to gather the data from inspections on the Contractor’s performance. Each surveillance report will be annotated with the date, results and comments. The COTR will be responsible for providing copies of this report to the CO and the Contractor.

Performance Surveillance: Inspection of the Quality Assurance sheet vs. The printed letter jobs will be performed on a bi-weekly basis. Random sampling will be conducted to verify that letter contents were mailed to the correct participant.

Postage Reports: The contractor will maintain an on-going summary report on all postage used on a monthly basis. This data should appear as an ODC on the invoice.

5. Issue Resolution:

The COTR will periodically, but no less than every 6 weeks, meet with the contractor’s Project Manager to discuss any problems, identify circumstances beyond control of the contractor, identify possible remedies, and not positive accomplishments.

Any issue not resolved in consultations will be communicated to the Contracting Officer for resolution.

PBGC01-RP-08-0011