Quality_Assurance_Surveillance_Plan_RFQ_140L4322Q0146.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

SERVICE: Provide Visitor Experience Interpretive Plan (VEIP) for the National Historic Oregon Trail Interpretive Center (NHOTIC)

DISTRICT: Vale District LOCATION: Baker City, Oregon

Issued: August 10, 2022

RFQ#: 140L4322Q0146

Contract #: Provided upon Contract Award

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1. INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled NHOTIC Interpretive Plan, Bureau of Land Management, Vale District Office. This plan sets forth the procedures and guidelines Bureau of Land Management, Oregon State Office will use in ensuring the required performance standards or services levels are achieved by the contractor.

2. PURPOSE

2.1 This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

2.1.1 What will be monitored.

2.1.2 How monitoring will take place.

2.1.3 Those conducting the monitoring.

2.1.4 How monitoring efforts and results will be documented.

2.2 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.

2.3 This QASP is a "living document" and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

3. GOVERNMENT ROLES AND RESPONSIBILITIES

3.1 The Contracting Officer (CO)

The CO 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 CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor's performance.

Assigned CO: Timothy Wanamaker, twanamaker@blm.gov Organization or Agency: Bureau of Land Management, Oregon State Office

3.2 The Contracting Officer’s Representative (COR)

The contracting officer’s representative (COR) is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor's performance. The COR shall keep a quality assurance file. The COR is not empowered to mailto:twanamaker@blm.gov make any contractual commitments or to authorize any contractual changes on the Government's behalf.

Assigned COR: Bobby Reis, rreis@blm.gov Organization or Agency: Bureau of Land Management, Vale District, NHOTIC

4. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract:

4.1 Program Manager – To Be Determined

4.1 Other Contract Personnel – To Be Determined

5. IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY

LEVELS

5.1 The required performance standards and/or quality levels are included in the PWS. If the contractor meets the required service or performance level, it will be paid the invoiced amount agreed on in the contract.

6. METHODOLOGIES TO MONITOR PERFORMANCE

6.1 Surveillance Techniques

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:

100% Inspection – Every 3 months (quarterly), the COR shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.

Periodic Surveillance – COR typically performs the periodic inspection.

6.2 Customer Feedback

6.2.1 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.

6.2.2 Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems.

6.2.3 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 COR. The COR will accept those customer complaints and investigate using the Quality Assurance Monitoring Form – Customer Complaint Investigation.

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

mailto:rreis@blm.gov

7. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

Exceeds Standard Meets Standard Failed to Meet Standard

8. DOCUMENTING PERFORMANCE

8.1 Acceptable Performance

The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

8.2 Unacceptable Performance.

8.2.1 When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case, the COR shall document the discussion and place it in the COR file.

8.2.2 When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor’s program manager.

8.2.3 The contractor shall acknowledge receipt of the CDR in writing. The CDR 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 COR will also state how long after receipt the contractor must present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability.

8.2.4 Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT

9.1 Frequency of Measurement. During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

Reports will be completed quarterly, and a copy will be provided to the contractor.

9.2 Frequency of Performance Assessment Meetings. The COR shall meet with the contractor biannually to assess performance and shall provide a written assessment.

10. ATTACHMENT/TECHNICAL EXHIBIT LISTING

10.1 Attachment 1 – Performance Requirements Summary

10.2 Attachment 2 – Deliverables Schedule

10.3 Attachment 3– Estimated Workload Data

10.4 Attachment 4 - Sample Quality Assurance Monitoring Form

ATTACHMENT 1 : PERFORMANCE REQUIREMENTS/STANDARDS SUMMARY

Performance Requirements Summary 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.

Performance Objective (PO) Standard Performance Threshold (This is the maximum error rate. It could possibly be “Zero deviation from standard”)

Method of Surveillance

PO # 1. Stage 1, Item 1 The contractor shall review scope of work, obtain current and past plans, develop timeline for project.

PWS paragraph: 2.1.1 100% compliance. Non-compliance corrected upon discovery.

100% inspection

PO # 2 Stage 1, Item 2 The contractor shall visit NHOTIC to meet with curatorial and exhibits staff and stakeholders to review scope and direction of the project.

PWS paragraph: 2.1.2 100% compliance. Non-compliance corrected upon discovery.

Periodic:

Contractor meets with curatorial, exhibits staff and COR.

PO # 3 Stage 1, Item 3 The contractor shall provide training relevant to Stage 1 to NHOTIC staff.

Visit complementary or competing visitor attractions.

PWS paragraph: 2.1.3 100% compliance. Non-compliance corrected upon discovery.

Periodic: COR reviews updates quarterly

PO # 4 Stage 1, Item 4 The contractor shall develop a final draft of themes, goals, and objectives.

Quarterly updates with NHOTIC staff at each stage before progressing to the next stage.

PWS paragraph: 2.1.4 100% compliance. No deviation from standard

PO # 5 Stage 2, Item 1 The contractor shall identify additional parameters, goals, objectives, physical features, areas of visitor concentration and audience information.

PWS paragraph: 2.2.1 100% compliance. Non-compliance corrected upon discovery.

Periodic:

Quarterly review by COR

PO # 6 Stage 2, Item 2 The contractor shall conduct background research on local area

PWS paragraph: 2.2.2 100% compliance. Non-compliance corrected upon

PO # 7 Stage 2, Item 3 The contractor shall develop target audience profiles, identify orientation and wayfinding and strategies to address them. Create a draft

PWS paragraph: 2.2.3, 2.2.4 100% compliance. Non-compliance corrected upon

PO #8 Stage 2, Item 4 The contractor shall provide training relevant to Stage 2 and facilitate training, and/or off-site visits.

PWS paragraph: 2.2.5 100% compliance. Non-compliance corrected upon discovery.

Periodic:

Quarterly review by COR

PO #9 Stage 2, Item 5 The contractor shall develop a draft of the VEIP. Quarterly updates with NHOTIC staff at each stage before progressing to the next stage.

PWS paragraph: 2.2.6 100% compliance. Non-compliance corrected upon discovery

100% inspection

PO #10 Stage 3, Item 1 The contractor shall provide training relevant to Stage 3 and facility training, work sessions, and/or off-site visits

PWS paragraph: 2.3.1 100% compliance. Non-compliance corrected upon discovery

Periodic:

COR review

PO #11 Stage 3, Item 2 The contractor shall develop a complete review and description of visitor experiences.

PWS paragraph: 2.3.2 100% compliance. Non-compliance corrected upon discovery

100% inspection

PO #12 Stage 3, Item 3 The contractor shall develop VEIP implementation plan using NHOTIC staff and stakeholder input.

PWS paragraph: 2.3.3 100% compliance. Non-compliance corrected upon discovery

100% inspection

PO #13 Stage 3, Item 4 The contractor shall submit a draft VEIP for NHOTIC feedback and meet in-person or virtual with NHOTIC staff for feedback

PWS paragraph: 2.3.4 100% compliance. Non-compliance corrected upon discovery

100% inspection

PO #14 Stage 3, Item 5 Prepare final VEIP using NHOTIC feedback and reviews.

PWS paragraph: 2.3.4 100% compliance. No deviation from standards

ATTACHMENT 2: DELIVERABLES SCHEDULE

Deliverable Frequency # Of Copies Medium/ Format Submit to Content Research 1 2 Electronic PDF and hard copy

COR

Develop Themes, Goals, Objectives

1 2 Electronic PDF and hard copy

COR

Background Report 1 2 Electronic PDF and hard copy

COR

Draft VEIP 1 2 Electronic PDF and hard copy

COR

Final VEIP 1 2 Electronic PDF and hard copy

COR

ATTACHMENT 3: ESTIMATED WORKLOAD DATA (Level of Effort)

Period of Performance: October 1, 2022, through December 31, 2023

Item

no. Item Description Est. Quantity Est. Unit of Measure

00001

Develop a Visitor Experience Interpretive Plan (VEIP) to guide outreach, exhibits and education to visitors and stakeholders including post-visit connections at the

National Historic Oregon Trail Interpretive Center (NHOTIC).

1 JOB

ATTACHMENT 4: SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE 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: _________________