QASP_Liason Services-Bucharest.pdf

409th CSB QASP Vs-20200305 1

Liason Services-Bucharest

Quality Assurance Surveillance Plan

W912PB-22-Q-5003

409th CSB QASP Vs-20200305 2

NOTE: THIS QASP IS PROVIDED AS AN ATTACHMENT TO THE SOLICITATION

FOR INFORMATIONAL PURPOSES ONLY. IT WILL NOT BECOME PART

OF THIS CONTRACT.

TABLE OF CONTENTS

Subject

1. Overview

2. Description of Services

3. Roles and Responsibilities

4. Contract Quality Requirements

5. Government Surveillance

6. Non-Conforming Performance

7. Data Analysis

8. Acceptance of Services

9. Monthly COR Activity Report

10. Service Contract Reporting (SCR)

11. Quality Assurance Surveillance File

12. Contractor Performance Assessment Reporting System (CPARS)

13. Record Retention

14. Combating Trafficking in Persons (CTIP)

15. QASP Changes

1. OVERVIEW

1.1 Purpose. The purpose of this plan is to identify the methods and procedures the Government will use to ensure it receives the services/products under this contract as identified in the Performance Work Statement (PWS).

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1.2 Intent. The intent of this plan is to hold the Contractor accountable for quality control and to encourage the contractor to take appropriate steps to control and improve quality. The Contractor is responsible to develop an efficient methodology to ensure they meet and/or exceed the required thresholds of service as outlined in this acquisition. The Government intends to perform surveillance on this contract in accordance with this Quality Assurance Surveillance Plan (QASP) but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure that the rendered services conform to contract requirements. The Government reserves the right to perform quality assurance at the subcontract level and perform quality assurance at the contractor's place of business, if applicable.

Nonconforming services discovered with subcontractors will be addressed with the prime contractor for resolution.

2. DESCRIPTION OF SERVICES

2.1 Scope of Work. The Contractor shall provide non-personal service(s). The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform services as described in the PWS and associated contract documents, except for those items specified in Part 3 Government Property and Services. The Contractor shall perform to the standards and acceptable quality levels identified in this PWS and associated contract documents, and assume responsibility for planning, programming, administering, managing, and executing all functions necessary in order to complete the tasks specified in this PWS. The Contractor shall conduct work in accordance with this PWS and all applicable United States (U.S.) and Bulgarian local laws, regulations, standards, provisions, and directives to include applicable publications in Part 6. The Contractor shall ensure that all work meets the level of service, performance standards, or tolerances specified in the PWS or in applicable referenced documents.

2.2 Contract. The specific contract type will be a fixed-price contract, in which the contractor has full responsibility for the performance costs. The Contractor shall develop and maintain a QCP to ensure services are performed in accordance with (IAW) the PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor's QCP is the means by which it assures that the work provided complies with the requirements of the contract.

3. ROLES AND RESPONSIBILITIES.

Contracting Officer (KO) - A person duly appointed with the authority to enter into, administer and terminate contracts on behalf of the Government. The KO is the only person who can legally commit the Government and only the KO, as the Government’s agent, can modify the contract/order. The KO is the final authority for determining the adequacy of the Contractor’s performance. KO decisions arising under or relating to the contact are final.

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Contracting Officer’s Representative (COR) – An individual designated in writing by the KO to perform specific technical and administrative functions within the scope and limitations of their written appointment (e.g., surveillance of Contractor’s performance, accept services). The COR is not empowered to make any contractual commitments or authorize any changes to the order/contract or in any way obligate additional funds by the Government; such authority rests solely with the KO.

4. CONTRACT QUALITY REQUIREMENTS

4.1. Quality Control Program. The Contractor's Quality Control Program requirements are defined in Part 2 of the PWS. The Contractor shall develop, maintain, enforce, and document a Quality Control Plan (QCP) which complies with the requirements of this contract and outlines how they will ensure the Government will receive all the services required by the contract at the specified quality level.

4.2. Government Quality Assurance. The Government will perform Quality Assurance oversight of the Contractor and Contractor’s QCP IAW with this QASP to ensure acceptable levels of contract performance are achieved and that the contractor is performing acceptable levels of Quality Control to ensure fully acceptable services are provided.

5. GOVERNMENT SURVIELLANCE

5.1. Methods of Surveillance include but are not limited to:

• 100% Inspection - Reserved for the highest risk areas where consequence of failure is high (i.e. life or limb are threatened) or there is likelihood of mission failure.

• Random Sampling - When a service is performed relatively frequently and a statistically valid sample can be selected for audit. The most appropriate method for frequently recurring tasks.

• Periodic Sampling - Planned sampling of a service at specific predetermined dates and times. May be appropriate for tasks that occur infrequently.

• Customer Feedback – Not necessarily a valid method of surveillance, but a good indicator for areas surveillance should be conducted or intensified. Must be validated to ensure whether complaint is a compliancy finding or an un-founded complaint.

5.2. Monthly Surveillance Schedule. The COR will develop a monthly schedule of surveillance activities based on the Performance Standards as outlined in the Performance Requirements Summary (PRS)(PRS will be an attachment to this QASP) as well as any other critical contractual requirements determined to be higher risk requiring oversight. The surveillance outlined in the monthly schedule will be as detailed and in-depth as necessary to provide the Government with the objective quality evidence required to support acceptance of the services provided by the Contractor. The schedule will provide planned periodic surveillance during all

409th CSB QASP Vs-20200305 5 required hours of the Contractor’s operation. The schedule is “FOR OFFICIAL USE ONLY” and is not releasable to anyone other than authorized Government personnel. The schedule will identify the method of surveillance, the date of inspection, place of inspection, activity to be monitored, and who will conduct the surveillance (dates and times can be altered without a formal change to the schedule as long as all inspections are performed). The 409th CSB surveillance schedule may be used to plan and schedule monthly surveillance, or the SPM surveillance schedule smart form. The monthly schedule will be completed no later than seven

(7) calendar days prior to the beginning of the period it covers and a copy uploaded into the COR’s online record.

5.3. Inspection instructions/checklists. The COR will develop inspection instructions/checklists for all planned inspections which may require special instructions on how to perform the inspection, what observations should be made with specific details of what to look for to indicate acceptable performance.

The following are acceptable surveillance checklist methods:

409th CSB Inspection Checklist SPM Inspection Checklist Smart form COR’s own developed Surveillance Checklist - must meet criteria below.

5.4. Documentation of Inspections. All inspections/observations shall be documented and will include at a minimum: date and time, who performed the inspection, what was inspected, to what standard, and the results. The PWS paragraph shall be cited in each inspection task. Successful or exceptional performance will be documented as well as deficiencies in Contractor performance.

Documentation will be maintained for future reference, audit, proof of inspection, and past performance documentation.

6. Non-Conforming Performance. The COR will notify the Contractor, in person, each time an unacceptable observation has been recorded and ask the Contractor to correct the problem or re-accomplish the service. All valid non-conformances observed by the Government will be documented! The COR will record the contract requirement, the specific deficiency to the requirement, the date and time it was discovered, and have the Contractor initial the entry. The Contractor will be given a time line after notification to correct the deficiency in accordance with requirements of the contract. Deficiencies that cannot be corrected within the identified time line will be reported to the KO. The 409th CSB nonconformance report (NCR) form shall be used to document all contractual nonconformance’ to include issues. All NCRs shall be logged into the NCR Log. Only KOs shall issue NCRs to the contractor.

6.1. Customer Feedback. For customer feedback or complaints it is recommended that the Customer Complaint Record DA Form 5477 http://armypubs.army.mil/eforms/pdf/A5477.PDF http://armypubs.army.mil/eforms/pdf/A5477.PDF http://armypubs.army.mil/eforms/pdf/A5477.PDF http://armypubs.army.mil/eforms/pdf/A5477.PDF

409th CSB QASP Vs-20200305 6 be used. However, customer feedback can be in any form, verbal or written but no matter the format the COR will maintain a record of the feedback; positive or negative.

a. If immediate response to a complaint is required, the COR will provide the response to the requester as soon as practical.

b. The COR will conduct an investigation to determine the validity of any negative comments received.

c. If the negative comment is determined not to be valid, if possible, the COR will inform customer of the reason(s) as soon as practical.

d. For validated negative comments that are true contractual non-conformances see paragraph

6. If this non-conformance is a more serious (systemic in nature) deficiency or recurring deficiency that could indicate a trend the COR should see paragraph 6.2.

e. The COR will follow up with the customer of the corrective action taken by the contractor, if applicable.

6.2. Non-Conformance Reports (NCR). The COR will report serious (systemic in nature) deficiencies or recurring deficiencies that could indicate a trend by using the 409th CSB nonconformance report. The Non-Conformance Report will state the Contract Requirement, the specific contract reference and the specific violation (s) to the requirement. The COR will forward copies of Non-Conformance Report to the QAS within one working day or review and NCR number assignment. The QAS will forward the NCR to the KO for review and/or issuance.

The KO will notify the Contractor and request corrective action to the specific non-conformance, identification of the root cause and corrective action for the root cause with a required suspense date. The KO may require the Contractor to re-perform any services that do not meet contract requirements at no additional cost to the Government. The Contractor will return a copy of the completed and signed Non-Conformance Report along with their Corrective Action Plan (CAP) to the COR for review, approval, and inclusion in the contract/order file. The COR should include the KO in the review of the CAP and re-inspection of services that were found deficient to ensure the CAP included adequate root cause analysis, corrective action for the root cause and that it was accomplished in the timeframe agreed upon. The KO and COR will not consider the NCR closed until all deficiencies have been corrected and all agreed upon actions of the CAP have been completed. Contractor’s failure to follow through and complete corrective actions will be reported immediately to the KO for further action. (Note: if the COR has to repeatedly perform re-inspection there could be a Government re-inspection cost which could be recovered from the Contractor). The COR will also follow-up after the Contractor has completed the corrective action to ensure that the Contractor’s corrective action was sufficient to preclude recurrence.

7. Data Analysis. COR shall perform and document analysis of available data monthly and make adjustments to surveillance schedule as required based on results of analysis. Analysis

409th CSB QASP Vs-20200305 7 shall be used to look for and document trends in performance which may indicate shifts in performance risk that could result in increased or reduced surveillance. Data can be based on Government observations or Contractor observations. Negative trends noted using Government observations could result in issuing Contractor a Contract Deficiency Report (CDR). Trends noted using Contractor data should never result in a CDR unless the Contractor is not addressing the negative trend. Documentation of data analysis will be communicated in the Monthly COR Status Report.

8. Acceptance of Services. When all services have been deemed acceptable and there is documented objective quality evidence to support acceptable performance, the COR will accept the services provided and authorize payment upon satisfactory completion of the work. This is accomplished by approving the Contractor’s invoice in Wide Area Workflow https://wawf.eb.mil/.

9. COR Monthly Status Report. No later than the 15th day of each month, the COR will complete the COR Status Report for KO review and acceptance or rejection. The COR will use the criteria listed below when rating the Contactor’s Quality of Work. This rating will be based on the COR’s performed inspections during the month’s surveillance. If the Contractor has scored 95% and above on the 409th CSB Inspection Checklist, they are considered to be meeting the requirements of the contract. An inspection score equal to or below 94% needs to be rated accordingly (Marginal or Unsatisfactory) dependent on the number of identified discrepancies found during the surveillance.

Contractor’s Quality Of Work Contractor quality of work ratings and criteria are described below:

Performance Rating Criteria

Exceptional Performance meets contractual requirements and exceeds many of the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

https://wawf.eb.mil/ https://wawf.eb.mil/

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Satisfactory Performance meets all minimum contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being assessed reflects 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.

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

In the event there is no contractor performance to observe for the month, the COR is REQUIRED to submit a COR Status Report indicating the following: “No reported surveillance for month xxx due to no contractor performance”.

The COR Status Report shall be filled out in its entirety based on the submitted surveillance for the month to include: surveillance checklist, surveillance schedule, contractor deliverables, NCR’s (if applicable). The COR shall ensure all information annotated in the COR Status Report is current, valid, and supplemented by objective evidence in the COR’s online file. This includes the number of Contractor employees currently on the contract.

10. Service Contract Reporting (SCR). If the KO has designated service contract reporting as the COR’s responsibility, the COR shall verify that the Contactor has complied with the required contractor manpower reporting no later than 31 Oct for the previous FY. The COR shall identify and document observations of compliance in their COR Status Report. The COR shall upload a copy of the aggregate report of contractor submission in their online file providing evidence of contractor submission and COR validation.

11. Quality Assurance Surveillance File: The official COR Surveillance File will be maintained in the on-line PIEE SPM File per ACC PAM 70-1 and DFARS. The COR Surveillance file shall contain the following as applicable:

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a. Copy of the COR designation letter from the KO, any changes to that letter, and any termination letters.

b. Training Certifications for COR and refresher training.

c. Copy of the applicable Quality Assurance Surveillance Plan (QASP).

d. Copy of the contractor’s Quality Control Plan (QCP)

e. All correspondence initiated by authorized representatives (Contractor or Government) concerning performance of the contract.

f. Names, position titles and contact information of all key personnel assigned to this contract both Government and Contractor.

g. Monthly surveillance schedules.

h. Surveillance Checklists

i. Records of all inspections performed and the results.

j. Customer Feedback.

k. Memoranda for record of minutes of any meeting, telephone conversations and discussions with the contractor or others pertaining to the contract or contract performance.

l. Documentation pertaining to tracking expenditures/receipts (i.e. T&M & Cost CLIN items).

12. Contractor Performance Assessment Reporting System (CPARS). If the COR is designated the responsibility of CPARS - documented surveillance data IAW this QASP will be used as objective data to support CPARS ratings. The inclusion of detailed documented inspection results provides objectivity to CPARS reporting. CPARS will be accomplished annually or at the end of a Task Order, whichever occurs first.

13. Record Retention. All records will be retained for the life of this contract. The COR shall ensure all record are uploaded into their online file and all hard copies will be forward to the KO upon completion of the contract/order.

14. QASP Changes. The QASP is a living document and, as such, may be changed as needed. However, the KO/KS must approve changes. The COR will submit recommended changes to the KO/KS for approval. Once approved, the COR will upload the newest version into their online file.

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15. Combating Trafficking in Persons (CTIP). Tier 1 Locations, Contracting Officer Representative (COR) shall ensure contractor are in compliance with FAR 52.222-50.

For Tiers 2, 2 watch list (WL), and 3 locations, CORs shall ensure contractors are in compliance with tier 1 requirements but also will perform spot checks, reviews, assess, and speak with government representatives, contractor, and subcontractor employees to assess if there are indicators of CTIP. If indicators are identified, notify the contracting officer immediately. CTIP surveillance reporting are completed biannual, CTIP surveillance information shall be submitted to the contracting officer NLT the last working day of June and NLT the last working day in November.

Performance Requirements Table The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

PERFORANCE

OBJECTIVE

STANDARD PERFORMANCE

THRESHOLD

METHOD OF

SURVEILLANCE

% Deduction from monthly invoice for not meeting Performance

Standards

1) PWS Part 1 Management and Administration Contractor shall comply with PWS provisions relating to Management and Administration operations.

Monthly

COR PRS

inspection checklist Pass / Fail criteria.

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of COR PRS Inspection Checklist.

5% of total monthly price will be deducted

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2) PWS Part 1 Management and Administration Contractor shall comply with PWS provisions relating to Management and Administration processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

5% of total monthly price will be deducted

3) PWS

Part 3 Government Furnished Item and Services Contractor shall comply

Monthly

COR PRS

inspection checklist Pass / Fail criteria.

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of COR PRS Inspection Checklist.

5% of total monthly price will be deducted with PWS provisions relating to Government Furnished Item and Services operations.

4) PWS Part 5 Specific Tasks Contractor shall comply with PWS provisions relating to Specific Tasks operations.

Monthly

COR PRS

inspection checklist Pass / Fail criteria.

>100 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of COR PRS Inspection Checklist.

5% of total monthly price

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5) PWS Part 5 Specific Tasks Contractor shall comply with PWS provisions relating to Specific Tasks processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

5% of total monthly price will be deducted

6) PWS Part 6 Applicable Publications Contractor shall comply with PWS provisions relating to Applicable Publications operations.

Monthly COR

PRS

inspection checklist Pass / Fail criteria.

>95 Percent Total PRS Compliant Rate

100% Inspection of COR PRS Inspection Checklist.

5% of total monthly price will be deducted

7) PWS Part 6 Applicable Publications

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1

Periodic Inspection

5% of total monthly price will be deducted

Contractor shall comply with PWS provisions relating to Applicable Publications processes

Technical Discrepancies

8) PWS Part 7 Technical Exhibit Listing Contractor shall comply with PWS provisions relating to Technical Exhibit Listing operations.

Monthly COR

PRS

inspection checklist Pass / Fail criteria.

>95 Percent Total PRS Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist

5% of total monthly price

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9) PWS Part 7 Technical Exhibit Listing Contractor shall comply with PWS provisions relating to Technical Exhibit Listing processes.

Periodic Inspection 5% of total monthly price