QASP Teen Symposium FY22.pdf

(Ver May 2018)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The Maine Army National Guard (MEARNG) intends to host a Teen Symposium to provide training and resources for military youth in Region 1 per guidance in AR 215-1.

For

Teen Symposium

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Purpose

1.2 Performance Management Approach

1.3 Performance Management Strategy

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.2 The Contracting Officer’s Representative

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORM

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1 INTRODUCTION

This QASP is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled Teen Symposium. This plan sets forth the procedures and guidelines the Contracting Officers Representative (COR) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by Teen Symposium to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management;

this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.2.3 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC 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 QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and

(Ver. May 2018) 2 implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.2.4 The Contracting Officer Representative/Contracting Officer Technical Representative (COR/COTR) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

The Contracting Officer (KO) is responsible for monitoring contract compliance, contract administration, cost control and for resolving any differences between the observations documented by the COR/COTR and the contractor. The KO will designate one full-time COR/COTR as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and shall be identified and designated by the KO.

2.2 The COR

The 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 technical 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 QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and in Attachment 1, Performance Requirements Summary. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount.

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

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:

Random monitoring, which shall be performed by the COR designated inspector.

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4.2 Customer Feedback

4.2.1 The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction.

Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

4.2.2 Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR/ as opposed to the contractor.

4.2.3 Customer complaints, to be considered valid, shall set forth clearly and in writing. The detailed nature of the complaint shall be stated, document signed and forwarded to the COR. Upon receipt of a complaint, the COR will investigate and document the findings on the monitoring form, Attachment 2 and in the COR file.

4.2.4 Customer feedback may also be obtained from the results of formal customer satisfaction surveys or random customer complaints.

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 1, Performance Requirements Summary Table, for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities such as those involving meals, lodging, and ropes course, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance.

5 QUALITY ASSURANCE DOCUMENTATION the Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1, Performance Requirements Summary.

5.1 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring form in Attachment 2. The form, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required quality levels are being achieved.

5.1.1 The COR/COTR will retain a copy of all completed QA surveillance forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 The Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. Failure to meet the AQL may result in a deduction from the monthly payment.

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6.2 Reporting

6.2.1 : Contractor Manpower Reporting (CMR): Contractor shall report ALL contractor labor hours (Including subcontractor labor hours) required for performance of services provided under this contract for the National Guard Bureau (or your organization) via a secure data collection site.

6.2.2 : The contractor shall completely fill in all required data fields using the following web address: https://cmra.army.mil/. Reporting inputs shall be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September30.

6.2.3 While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2013. Contractors may direct questions to the help desk at https://cmra.army.mil/.

6.2.4 : Proof of CRMA reporting shall be submitted with invoice.

6.2.5 : The following additional information shall be required for CMR report completion:

Field on website: Information to enter/select Command of the Requiring Activity Maine Army National Guard Unit Identification Code W8A4AA Federal Service Code V231

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ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Performance Objective

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

Event Management

Contractor shall provide an on-site point of contact that will conduct all pre- event planning and on-site execution of the event in tight coordination with the Contracting Officer

Representative (COR), Child and Youth Program Point of Contact

(POC) and other authorized Government officials.

Meets the standard 0% of the time.

COR Monitoring

Security Contractor shall take appropriate precautions to prevent unauthorized individuals from accessing conference and lodging facilities.

Meets the standard 100% of the time.

COR Monitoring

Lodging Contractor shall provide cabins or rooms that can comfortably accommodate at a minimum of Fifty

(50) personnel, forty-five (45) teens and Five (5) Adults. Lodging shall be split between the male and female teens. Adults shall have rooms separate from the teen attendees.

Meets the standard 100% of the time.

COR Monitoring

Meals Contractor shall provide hot meals for the entire three (3) day duration of the event. The meal plan shall consist of, at a minimum, dinner, late snack on Friday, 20

May 2022, breakfast, Snack, lunch, afternoon snack, dinner and late snack on Saturday, 21 May 2022 and breakfast and bagged lunch on

Sunday, 22 May 2022.

Meets the standard 100% of the time.

COR Monitoring

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Meeting Rooms Contractor shall provide a conference space large enough to accommodate fifty (50) event attendees. Meeting room space shall be large enough to adequately hold the event attendees without any adverse restrictions, or interference in the meeting process. Space shall be large enough to allow for small group team building breakouts indoors.

Meets the standard

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Team Building Activities

Contractor shall be able to provide team building activities for 4-8 hour . Training objective of the team building activities shall include, at a minimum, confidence course , and additional outdoor space for team building activities. Contractor shall provide qualified trainer for the course s for a 4-8 hour block of training.

Meets the standard 100% of the time.

COR Monitoring

Event Staff Event staff shall be properly trained and, if applicable, have proper certification on the event they are running. Vendor shall provide documentation to the Government point of contact

(POC) that all event staff have a complete background check with favorable results. Staff shall not, at any point around the teen attendees, consume or have on their person’s alcohol tobacco

Meets the standard

COR Monitoring

Location Facility shall be located within 75 miles of Augusta. Maine.

Meets the standard 100% of the time.

Contract Structure

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ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORM

PERFORMANCE OBJECTIVE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: %

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: DATE: