QUALITY ASSURANCE SURVEILLANCE PLAN AND QASP MATRIX.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP) AND MATRIX

13.1 PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in this contract. The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract and that the Government only pays for the acceptable level of services received.

13.2 AUTHORITY

Authority for issuance of this QASP is provided under FAR 52.246-4, which provides for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the Contracting Officer or their duly authorized representative.

13.3 SCOPE

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet quality standards set forth by the contract. The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the contract nor is it intended to duplicate the Contractor’s Management Plan. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the contract.

13.4 RESPONSIBILITIES

The Government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Contract Officer Representative (COR) – An individual designated in writing by the Contracting Officer to act as his authorized representative to assist in administering a contract. The source and authority for the COR is the Contracting Officer. COR’s limitations are contained in the written letter of appointment.

13.5 METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP. The QASP Matrix describes the methods of surveillance that may be used to monitor the services and deliverables to be provided under the contract.

COR Assessment – The COR will evaluate the timeliness, quality and accuracy of reports and presentations, contract deliverables and invoices.

Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed and must be forwarded to the Contractor. The Contractor shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

Random Checks/Inspections – Random checks will be conducted to ensure compliance with the Standard Operating Procedures (SOP). In process reviews and random monitoring will be conducted.

13.6 IDENTIFIED QA SURVEILLANCE ITEMS

The PBSC items that have been identified for surveillance are identified in the Performance Work Statement

(PWS).

13.7 DOCUMENTATION

The COR will maintain a complete Quality Assurance Surveillance file. The file shall contain such documents as copies of all receiving reports, evaluations, recommendations, and any other actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of this contract. At a minimum, the Quality Assurance Surveillance file shall contain:

Copies of letters of appointment for the COR A copy of the contract and all modifications A copy of the QASP and all subsequent revisions The names and titles of individuals on the contract administration team A record of all accepted receiving reports, required documentation with the submission of each receiving report.

Memoranda for the record or minutes of any pre-performance meetings or conferences.

Memoranda for the record or minutes of any meetings or discussions with the contractor, or others, pertaining to the contract or contract performance or changes to the PWS.

13.8 ANALYSIS OF CONTRACTOR PERFORMANCE

The analysis of contractor performance shall be conducted at the end of each month and serves to provide a summary of the Contractor’s performance to the Contracting Officer and the Contractor. Overall performance is important in determining whether to increase, decrease or maintain the current level of surveillance and/or whether to initiate corrective action to bring the Contractor’s work up to the standards of the specification.

QASP Matrix Performance Element

Performance Requirement Method of

Surveillance

Acceptable Quality

Level (AQL)

Procedures to be taken when performance standards are not met

PWS Compliance and Fulfillment

Tasks/Services identified in the Support Services/Qualifications/Duties Section of the PWS performed/provided by Contractor contain accurate information, are of high quality and meet agreed upon due dates. Work products (reports, presentations, technical documentation, etc.) identified in PWS.

COR review, customer feedback, complaints, Random

Checks/Inspections

98% compliance

Request corrective action from contractor in accordance with Contractor Quality Assurance Plan.

Contract Discrepancy Report may be completed.

Failure to comply may be documented in Contractor Performance Assessment Reporting System (CPARS) and in future requests for Past Performance information

Requested Deliverables as stated in the PWS.

Deliverables received on agreed upon schedule

Deliverables are of high quality and meet agreed upon standards

COR review, customer feedback

95% compliance

Request corrective action from contractor in accordance with Contractor Quality Assurance Plan.

Contract Discrepancy Report may be completed.

Failure to comply may be documented in Contractor Performance Assessment Reporting System (CPARS) and in future requests for Past Performance information

Combatting Trafficking in Persons Surveillance

Contractor must comply in accordance with FAR Clause 52.222-50

COR/ACOR/TA

Direct Monitoring Program

100% compliance

Request corrective action from contractor.

Contract Discrepancy Report may be completed.

Failure to comply may result in the removal of the contract.

Contractor personnel meet the minimum qualifications for all positions described in the PWS.

Contractor personnel are regarded as independently capable of tasking specified in the PWS.

COR review and assessment - Personnel resumes may be reviewed by the COR if there is reason to suspect a contractor employee does not meet minimum qualifications.

Additional information may be requested to validate resume information.

100% compliance

Request corrective action from contractor in accordance with Contractor Quality Assurance Plan.

Contract Discrepancy Report may be completed.

Failure to comply may be documented in Contractor Performance Assessment Reporting System (CPARS) and in future requests for Past Performance information

INCENTIVES/DISINCENTIVES:

The COR makes an annual report on Contractor Performance (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract, reflected in the COR’s annual report, may result in termination of the contract and may also result in the loss of future Government contracts. Additionally, the contractor’s failure to achieve satisfactory performance under the contract may also result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR).

CDRs will be forwarded to the KO and COR with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the KO will determine if any further action will be taken.

Complaints lodged against Contractor personnel

No more than 4 substantiated complaints lodged against contractor personnel within a 12 month period: no more than 3 substantiated complaints lodged against the same contract employee with in a 6 month period.

Complaints 98% compliance

Request corrective action from contractor in accordance with Contractor Quality Assurance Plan.

Contract Discrepancy Report may be completed.

Failure to comply may be documented in Contractor Performance Assessment Reporting System (CPARS) and in future requests for Past

Invoicing

Monthly invoices per contract procedures are timely and accurate

Review and acceptance of the invoice 99%

Request corrective action from contractor in accordance with Contractor Quality Assurance Plan.

Contract Discrepancy Report may be completed.

Failure to comply may be documented in Contractor Performance Assessment Reporting System (CPARS) and in future requests for Past