QASP Network Printer Maintenance MWR FY25.docx

Quality Assurance Surveillance Plan (QASP) For MWR Network Printers Maintenance U.S. Army Garrison-Redstone

1.0 PURPOSE AND OBJECTIVE

1.1 This surveillance plan sets forth policy, assigns responsibilities and prescribes procedures to be followed in administering the Redstone Arsenal Garrison network printers upgrade and maintenance contract performance.

1.1.1 The objective of this surveillance plan is to provide a systematic method to evaluate the services the Contractor is required to furnish by the contract. The primary interest is in the final product/service that the Contractor is providing and not in the details of how the contractor is accomplishing the task. The COR may evaluate work at any time during the Contractor’s work performance. This plan documents the methods to be used for measuring each contract requirement, the scheduling of inspections, and the results of the surveillance program. This plan will be used by authorized representatives to support the contracting officer in satisfying the requirements of the quality assurance surveillance program required for Garrison-Redstone network printers upgrade and maintenance.

2.0 ROLES AND RESPONSIBILITIES

2.1. The Contracting Officer (KO) is responsible for monitoring contract compliance, contract administration, as well as cost control and for resolving any differences between the observations documented by the Contracting Officer’s Representative. The KO will designate one full-time COR as the government authority for performance management.

2.1.1 The Contracting Officer’s Representative (COR) is designated in writing by the KO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. The COR will have the responsibility for completing the QA Monitoring Form used to document the inspection and evaluation of the contractor’s work performance.

2.1.2 The Contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control program. Quality control is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s Quality Control Plan (QCP) will set forth the personnel and procedures for self-inspecting the quality, timeliness, responsiveness, and customer satisfaction. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative.

3.0 SURVEILLANCE TECHNIQUES

3.1 In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are:

3.1.1 Periodic Inspection – COR typically performs the periodic inspection on a monthly basis.

3.1.2 Validated customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Since most customers are not fully aware of the contract requirements, the COR will validate negative customer responses and document unsatisfactory performance, before initiating corrective action.

4.0 SURVEILLANCE DOCUMENTATION

4.1 The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring form in Attachment 2, Quality Assurance Monitoring Form. This form will document the government’s assessment of the contractor’s performance under the contract to ensure that the required services are being achieved.

4.1.1 Each inspection made by the COR must be documented, and retained for further reference, audit, and proof of inspection. Other interactions between the COR and the contractor will be documented and filed. Documentation could be in the form of CDR, minutes of meetings, checklists, correspondence and so forth.

4.1.2 All inspection documentation related to contract performance is an integral part of the final contract file and must be stored and maintained accordingly.

5.0 ACCEPTABLE QUALITY LEVELS

5.1 The acceptable quality levels included in Attachment 1, Performance Requirements Summary Table, for contractor performance are structured to allow the contractor to manage how the work is performed.

6.0 UNACCEPTABLE PERFORMANCE

6.1 If performance is judged unacceptable, the COR will initiate a Contract Discrepancy Report (CDR) recording the unacceptable performance to the Contracting Officer. Copies of documentation concerning unacceptable performance levels will be forwarded with any CDR(s) to the KO within 5 work days after the end of the surveillance period. If circumstances necessitate the preparation of a CDR prior to the end of the inspection period, it should be forwarded to the KO within 5 work days of the incident.

6.1.1 The COR must always contact the Contractor’s manager or on-site representative and inform them of the unacceptable performance. The COR must document where the defect was found, the time and method of notification, and initial. The manager must initial the document of record.

7.0 DISCREPANCIES AND REVISIONS

7.1 Discrepancies in the Statement of Work will be routed to the Contracting Officer with recommended changes by completing the Contractor Discrepancy Report. Any discrepancies in the SOW will be changed only by a modification to the contract.

7.1.1 Revisions to the Quality Assurance Surveillance Plan (QASP) are the joint responsibility of the COR and the Contracting Officer.

ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY TABLE

PRS#1 - PWS para 1.5.1.

The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS.

Administer quality control program in accordance with QCP

Contractor is in compliance with QCP 97% of the time

Periodic Inspection Random Sampling Customer Feedback

PRS#2 - PWS para 5.2.1.b.

The contractor shall service response time within 90 minutes of notification

Periodic Inspection Random Sampling

PRS #3 - PWS para 5.2.2.b.

The Contractor shall provide back-up loaner systems at no cost to the Government if units cannot be repaired within an amount of time mutually agreed upon by the Contractor and the COR.

ATTACHMENT 2

QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

INSPECTION/SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint LEVEL OF SURVEILLANCE (Check):

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

CONTRACT DISCREPANCY REPORT (CDR)

7. MAJOR ___ MINOR ___

FINDING:

FINDING IMPACT:

8. COR

9. CONTRACTOR CORRECTIVE ACTIONS TAKEN TO PREVENT RECURRENCE

10. CONTRACTOR’S REPRESENTATIVE/ON-SITE MANAGER

11. COR EVALUATION OF CONTRACTOR RESPONSE

ACCEPTED ___ REJECTED___

12. CLOSE DATE

13. COR/GOVERNMENT PROGRAM MANAGER

DA FORM 5479