QASP.pdf

Encl 4, QASP

23Jun2017/v3

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title (Add contract/task order number at award): Installation and Preventive Mainte-nance of Surveillance System at Branch Health Clinic Makalapa, Navy Medicine Readiness and Training Command

Pearl Harbor.

2. Purpose:

This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

What will be monitored?

How monitoring will take place.

Who will conduct the monitoring?

How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the

QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the ’s performance assess-ment activities.

Contracting Officer (KO) – The KO shall ensure performance of all 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 KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Government Point of Contact (GPOC) – The GPOC is responsible for providing continuous technical oversight of the contractor’s performance. The GPOC uses the QASP to conduct the oversight/surveillance process. The GPOC shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The GPOC is responsible for reporting early identification of performance problems to the KO. The GPOC is required to provide an annual per-formance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The GPOC is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

Other Key Government Personnel – The Technical Point of Contact (TPOC) for this requirement will be the

GPOC.

4. Primary Method of Surveillance: The method of surveillance for this requirement will be 100 Percent Inspec-tion. All items will be inspected prior to install for accuracy of packing list. All items will be inspected after in-stall to verify that the required materials have been installed as per the contract agreement and packing list.

100 Percent Inspection. This is usually only the most appropriate method for infrequent tasks or tasks with stringent performance requirements, e.g., where safety or health is a concern. With this method, per-formance is inspected/evaluated at each occurrence. One hundred percent inspection is too expensive to be used in most cases.

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the GPOC will use to validate and inspect these per-formance elements. Inspection of each element will be documented in the GPOC file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performance surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards. The

AQL performance Standard Table should be used to form the foundation of the GPOC’s inspection checklist.

5. Performance Standards:

5.1 The contractor shall provide an additional 4 year annual preventative maintenance (PM) plan after the expiration of the 1 year installation warranty. PM shall include, but not limited to, physical on-site service of the Video Sur-veillance System to clean cameras, refocus and adjust fields of view, provide updated annual refresher training to the

Pharmacy and Security Staff, and upgrade firmware on system hardware.

Respond to trouble requests during normal business hours as follows:

a. Less than or equal to two (2) hour initial response time for emergencies

b. Less than or equal to next business day initial response time for routine

Performance Standard Acceptable Quality Level (AQL) Methods of Calculation

6.1 Cameras 100% Successful Installation Deliverable shall meet the target criteria of 100% within one instance of rework.

6.2 Monitoring Station 100% Successful Installation Deliverable shall meet the target criteria

6.3 Video Intercom System 100% Successful Installation Deliverable shall meet the target criteria

6.4 Preventative Mainte-

nance

100% Successful Support & Up-grades

Deliverable shall meet the target criteria of 100% within one instance of rework.

6.5 Training 100% Completion of Training and

Training Documents

Deliverable shall meet the target criteria of 100% within one instance of rework for documents and completion of training.

6.6.1 Performance Verifica-

tion Test

100% Successful Test Deliverable shall meet the target criteria of 100% within one instance of rework

6.6.2.1 Materials Submittal 100% Accurate and Complete Sub-

mission of Materials

Deliverable shall meet the target criteria of 100% within one instance of rework

6.6.2.2 Manufacturers’ Data 100% Accurate and Complete Sub-

mission of Data

Deliverable shall meet the target criteria of 100% within one instance of rework

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is at-tached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule sur-veillance evaluations. When unacceptable performance occurs, the GPOC shall inform the contractor. This will nor-mally be in writing unless circumstances necessitate verbal communication. The GPOC shall document the discus-sion and place it in the GPOC file and provide a copy to the KO.

When the GPOC determines formal written communication is required, the GPOC shall prepare a Corrective Action

Report (CAR). The CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CAR will also state how long after receipt the contractor has to present this corrective ac-tion plan to the KO and GPOC. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Gov-ernment acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deduc-tions, award fee nonpayment, CPARS or other actions deemed necessary by the KO.

7. Mandatory or regulatory compliance items: Not applicable

8. Acceptable Quality Level (AQL): The AQL for this requirement is 100% due to the critical support the Sur-veillance System will provide for NMRTC-PH.

9. Evaluation Method:

The GPOC will document all communications with the contractor, including telephone contact and emails. The

GPOC will review contractor's logs, conduct a comparison with actual maintenance performance and otherwise ver-ify and validate contractor performance. The contractor shall enter in the record the official time the surveillance system maintenance is performed. The GPOC will confirm the date and time that maintenance is performed.

10. Performance Rating

In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as

CPAR ratings).

Performance Criteria

Rating

Exceptional

Performance meets contractual requirements and exceeds many to the govern-ment’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly ef-fective.

Very Good

Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory

Performance meets contractual requirements. The contractual performance con-tains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal

Performance does not meet some contractual requirements. The contractual perfor-mance reflects a serious problem for which the contractor has not yet identified cor-rective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory

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

Appendix 1 - Surveillance Matrix

Performance

Standards

Acceptable

Quality

Levels

Methods of

Calculation Surveillance Results/Ratings

6.1 Cameras Target Criteria:

Tasks are 100% accurate

Minimum Ac-ceptable:

N/A

Calculation:

Deliverable shall meet the target criteria of 100% within one in-stance of rework.

Measurement Interval –

The Measurement Interval is upon receipt of delivera-bles.

Measurement Period –

The Measurement Period is throughout the period of performance.

Source of Measurement

Data – Data will be col-lected through analysis of contract deliverables and on site surveillance

Method of Surveillance –

Periodic

(Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory)

(A rollup of assess-ment of the Surveil-lance Inspection Re-sults to develop an overall rating for this objective)

Timing of Measurement Measurements are taken within five (5) days of the end of the Measurement

Period.

Reporting Frequency:

As specified in delivera-bles table.

6.2 Monitor-

ing Station

Same as Above Same as Above Same as Above

6.3 Video In-

tercom Sys-tem

Same as Above Same as Above Same as Above

6.4 Preventa-

tive Mainte-nance

Same as Above Same as Above

6.5 Training Same as Above Same as Above

6.6.1 Perfor-

mance Verifi-cation Test

Same as Above Same as Above

6.6.2.1 Mate-

rials Submittal

Same as Above Same as Above

6.6.2.2 Manu-

facturers’

Data

Same as Above Same as Above

Appendix 2 – Performance Assessment Report

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER

NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL ( GPOC) SIGNATURE AND DATE

5. GPOC PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM

REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY

BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR

NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION

DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON

FOR NON-CONCURRENCE OF GPOC CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR GPOC SIGNATURE AND DATE

15. GPOC REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUM-

BER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 4 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the defi-ciency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL ( GPOC)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. GPOC RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. GPOC DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE