RFP Attachment 7_Quality Assurance Surveillance Plan.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Manpower Personnel Testing Analysis

(MPTA)

Support Services in support of:

Department of Defense Defense Human Resources Activity (DHRA)

Defense Personnel Assessment Center (DPAC) Office of People Analytics (OPA)

GSA R9 FAS AAS Project Number ID09210002

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1.0 INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled Manpower Personnel Testing Analysis (MPTA).

This plan sets forth the procedures and guidelines R9 FAS AAS will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 PURPOSE

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 or quality levels identified in the task order PWS and the contractor’s Quality Control Plan (QCP), and to ensure that the Government pays only for the level of services received.

This QASP will be used to surveil task orders issued under the overarching IDIQ contract and will be filed in the electronic contract file for the IDIQ contract and all task orders.

1.1.1 Copies of the original QASP and revisions shall be provided to the Contractor and Government officials responsible for surveillance activities. The QASP is a living a document and the Government can change the method of surveillance at any time.

1.1.2 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. This QASP describes:

● What will be monitored

● How monitoring will take place

● Who will conduct the monitoring

● How monitoring efforts and results will be documented

1.1.3 This QASP defines the roles and responsibilities of all members of the Government acquisition team, identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, describes the analysis of quality assurance monitoring results, and provides a Performance Requirements Summary (Attachment 1) that includes the method used to improve contractor performance when appropriate.

1.2 PERFORMANCE MANAGEMENT APPROACH

This QASP will define the performance management approach taken 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.

1.3 PERFORMANCE MANAGEMENT STRATEGY

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.

1.3.1 The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated Government representative.

This QASP enables the Government to take advantage of the contractor’s QC program.

1.3.2 The Government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The Government will make a determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2.0 ROLES AND RESPONSIBILITIES

2.1 GSA Contracting Officer (CO)

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

Assigned: Mr. Matthew Schupbach Organization: General Services Administration, Federal Acquisition Service, Contracting Division

GSA Project Manager (PM)

The PM assists the CO in monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the Client agency Contracting Officer’s Representative (COR) and the contractor. The PM reviews and approves invoices and documents contractor performance with the COR.

Assigned: Ms. Emma Andreoli - 9QFAC Organization: General Services Administration, Federal Acquisition Service, Contracting Division

2.2 Client Agency Contracting Officer Representative (COR)

The COR is designated in writing by the CO 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 CO 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 (FAR 52.212-4) for any service relating to the contract.

Assigned: To be provided at contract award Organization: DoD Office of People Analytics (OPA)

2.3 Contractor Representatives

a. Program Manager – TBD

b. Other Contractor Personnel – N/A

3.0 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS (Section D.1.39) and in Attachment 1, “Performance Requirements Summary.”

3.1 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.

3.2 Non-Performance occurs when the contractor’s performance does not meet or exceed the prescribed performance standard for a given requirement. Requirements may contain multiple performance elements, and therefore, deficiencies may occur in one or more aspects of performance (e.g., timeliness, accuracy, completeness, etc.).

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

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

a) 100% INSPECTION: (Evaluates each MSR report and meeting)

● Each month, the COR, shall review the generated documentation and enter summary results into the Quality Assurance Monitoring Form (Attachment 2).

b) 100% INSPECTION. (Evaluates all outcomes)

● Each quarter, the COR shall review all of the Contractor’s performance/generated documentation and document your results accordingly. This assessment shall be placed in the COR’s QA file.

c) 100% INSPECTION (of a Specific type of Deliverable) in a Specific Area

● Each quarter, the COR shall review the Contractor’s performance/generated documentation and document your results accordingly. This assessment shall be placed in the COR’s QA file.

d) Validated Customer Complaint or Validated Below Average Acceptable Level of Performance in a Specific Area

● Each quarter, the COR shall review the Contractor’s performance/generated documentation corresponding to a validated customer complaint or validated below average acceptable performance level in a specific area and document your results accordingly. This assessment shall be placed in the COR’s QA file.

4.2 Customer Feedback

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.

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

4.2.2 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 them using the Quality Assurance Monitoring Form: Customer Complaint Investigation, identified in Attachment 3.

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

4.3 Acceptable Quality Levels

Performance Standards define acceptable performance for specific tasks. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards.

4.3.1 The Performance Metrics for Deliverables and Performance Standards are outlined in the PWS. The schedule of deliverables is outlined in D.1.16 of the PWS. The Government may utilize the Performance Based Service Assessment Survey, provided at the end of this document, or other method to compare Contractor performance to the Acceptable Quality Level (AQL) in the Performance Requirements Summary (PRS).

4.3.2 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.

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 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 assessed using the performance monitoring techniques shown in Attachment 1.

5.2 The Contracting Officer Representative will, in addition to providing documentation to the Contracting Officer, maintain a complete Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function, including the originals of all Surveillance Activity Checklists. All such records will be retained for the life of this contract. The Program Manager (PM) shall forward these records to the Contracting Officer at termination or completion of the contract.

5.3 Monitoring Forms

The Government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachments 2 and 3. The forms, when completed, will document the Government’s assessment of the contractor’s performance under the contract to ensure that the required results are being achieved.

The COR will retain a copy of all completed QA monitoring forms. Completed forms will be uploaded monthly to the GSA Contracting Officer and Project Manager in accordance with section 6.2 below.

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 Determining Performance

The Government shall use the monitoring methods cited to determine whether the performance requirements 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.

6.2 Reporting

At the end of each month, the COR will complete surveillance in accordance with the QASP and complete the QASP monitoring forms for each PRS (Attachment 2). The summary results of the surveillance will be recorded on the QASP Summary Report (Attachment 5) for the contract period. This summarizes the overall results of the quality assurance surveillance of the contractor’s performance. The QASP Summary Report (Attachment 5) and the completed QASP monitoring forms for each PRS (Attachment 2), combined with the contractor’s monthly status report and contractor’s QC Summary report form enable the Government to demonstrate whether the contractor is meeting the stated performance requirements.

Surveillance for this IDIQ is conducted at the contract level. Within the first five (5) calendar days of the month, the GSA Project Manager will create a Deliverable Post Award Collaboration (PAC) under the basic contract number in Assist for the Client COR / A-COR to upload the monthly surveillance documentation (Attachment 5 and Completed Attachment 2 forms), plus any applicable Contractor Discrepancy Reports (CDRs). The GSA PM will select the COR as the Responsible person in ASSIST when creating the PAC. When loading documents into the PAC, the client COR / A-COR shall select “report” with the submission to ensure the documentation is auto-filed in Tab 47, “Surveillance” in the Contract File (CF).

6.3 Reviews and Resolution

The COR may require the contractor’s PM, or a designated alternate, to meet with the CO and other Government IPT personnel as deemed necessary to discuss performance evaluation. The COR will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request.

The agenda of the reviews may include:

a. Monthly performance assessment data and trend analysis

b. Issues and concerns of both parties

c. Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

d. Recommendations for improved efficiency and/or effectiveness

e. Issues arising from the performance monitoring processes.

6.3.1 The CO and COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

6.3.2 The CO, COR, and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY (PRS)

# REQUIRES SERVICES PERFORMANCE STANDARDS ACCEPTABLE LEVEL SURVEILLANCE

METHOD

INCENTIVE

1 Delivery / Task Order Deliverables

Deliverables submitted by the due date with all required content.

Refer to deliverables in contract/task order PWS documents.

PWS D.1.16.1

No more than 5% of deliverables can be submitted later than required submission date (timeliness) or require more than 1 resubmission to address errors or omissions (accuracy).

Monthly 100% Inspection

1. Past Performance Evaluation (CPARS)

2. FAR 52.212-4(a) reperformance or price reduction for nonconforming products or services

2 Contract/Task Order Application Support

Develop and maintain computer programs and web applications, provide for consultation, resolution and complete application work requests as required by task order PWS. All support needs are fulfilled on time and within budget. All deliverables including providing procedural documentation, including user’s guides, software installation procedures, and other such documents are accurate with minimal editing.

PWS D.1.11 and D.1.13

No more than 1 validated customer complaint each month.

No customer complaints are repetitive in nature during the contract period (Base year, Opt year). Effective corrective action was taken to respond and address customer complaints within 10 calendar days.

Monthly Customer Complaint

1. Past Performance Evaluation (CPARS)

2. FAR 52.212-4(a) reperformance or price reduction for nonconforming products or services

3 Contract/Task Order Key Personnel

Key personnel possess necessary knowledge, skills, and abilities to perform tasks and meet the Key Personnel requirements.

PWS D.1.19 and PWS Attachment C

All key personnel packages meet task order personnel requirements and minimum qualifications. No substitutions of key personnel are proposed except as authorized in the PWS D.1.19.

Periodic Surveillance

1. Past Performance Evaluation (CPARS)

4 Cost Control Contractor stays within task order price amounts and maintains program budget limitations and burn rate. Travel and ODC invoices must include backup receipts.

Task order expenses shall be within awarded task order amounts, monthly status reports shall contain an accurate reflection of all expenses to date and all invoices shall be accurate and contain required supporting documentation. No more than one error per quarter and any issues are remedied within seven calendar days of identification of issue.

100% Inspection 1. Invoice rejection

2. Past Performance Evaluation (CPARS)

5 Section 508 of the Rehabilitation Act of 1973

Electronic and information technology (EIT) procured through this effort must meet the applicable accessibility standards at 36 CFR 1194, unless except

Any/all electronic and information technology (EIT) procured through this effort must meet the applicable accessibility standards at 36 CFR 1194, unless

100% inspection 1. Past Performance Evaluation (CPARS)

2. FAR 52.212-4(a) reperformance or price reduction for applies and is granted at the task order level.

exception applies and is granted at the task order level.

nonconforming products or services

6 Badging Requirements The contractor shall provide a monthly employee roster showing the status of all Government issued badges and identity cards (CAC, Security, etc) with the date the employee was hired, description of the badge issued, the issue date, employee termination date, and the badge surrender date. (PWS D.1.25.5.4)

Government badges are returned prior to employee departure/termination, but no later than 30 days of employee departure.

100% inspection 1. Past Performance Evaluation (CPARS)

ATTACHMENT 2a - QUALITY ASSURANCE MONITORING FORM - PRS # 1

SERVICE: PRS # 1 Contract / Task Order Deliverables

STANDARD: Deliverables submitted by the due date with all required content. Refer to deliverables in contract/task order PWS documents.

ACCEPTABLE QUALITY LEVEL: No more than 5% of deliverables can be submitted later than required submission date (timeliness) or require more than 1 resubmission to address errors or omissions (accuracy).

SURVEILLANCE PERIOD: __________________________________

SURVEILLANCE METHOD: 100% Surveillance

FREQUENCY SURVEILLANCE: Monthly

LOT SIZE: The number of deliverables (PWS D.1.16.1) required to be submitted during the previous month (contract and all active task orders) during the surveillance period. Lot size = ___________.

SAMPLE SIZE: Lot Size

SAMPLING PROCEDURES:

1. For each month, determine the lot size. If the lot size is 0, no surveillance form is required for that month of service. Record a 0 for the lot size on the QASP Summary Surveillance Report (Attachment 5) for the month.

2. If the lot size is greater than 0, a monthly surveillance monitoring form is required to be completed and submitted to the GSA Contracting Officer / Program Manager per the instructions in 6.2.1.

3. For each deliverable determine if it was acceptable or unacceptable. An unacceptable deliverable is any which failed to meet the timeliness or accuracy standard.

4. Total number of deliverables determined to be unacceptable: ______

5. % Unacceptable: ___%

6. If more than 5% were unacceptable, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

7. Once all surveillance is complete for the month, record the summary surveillance results on the QASP

Summary Surveillance Report (Attachment 5), sign and date, and upload in ASSIST with the applicable signed surveillance forms.

ANALYSIS OF RESULTS:

❒ Meets Standards ❒ Does Not Meet Standards

When performance fails to meet standards, the COR should prepare and submit a Contract Discrepancy Report using the attachment to the GSA Program Manager / Contracting Officer.

PREPARED BY: ___________________________________ DATE: _________________

ATTACHMENT 2a - QUALITY ASSURANCE MONITORING FORM TALLY CHECKLIST- PRS # 1

MILESTONE/DELIVERABLE PWS

REFERENCE

PLANNED

/COMPLETION DATE

QTY REQUIRED

(If Not Required

During the Month, List 0)

QTY

UNACCEPTABLE

Project Start (PS) D.1.3.1 At contract award

Kick-Off Meeting/ Post Award Conference D.1.3.1 Within 5 workdays of contract award

Kick-Off Meeting Slides (Unclassified) D.1.3.1 (1) 1 Day before Kick-off meeting

Monthly Status Report (Unclassified) D.1.3.2 Monthly (10th calendar day of the next month)

Senior Management Review (SMR)

(Unclassified)

D.1.3.3 15th Calendar day of each month

Project Management Plan – Draft (Unclassified)

D.1.3.4;

D.1.3.4.1

Considered draft and accepted at time of contract award.

Project Management Plan – Final

D.1.3.4.2 10 workdays after receipt of Government comments on accepted Project Management Plan

Quality Control Plan (QCP) (Unclassified) D.1.3.5 The QCP submitted with the offerors proposal will be accepted by the Government by virtue of the award. Updates shall be submitted, as necessary, during the life of the contract.

Final Quality Control Plan (Unclassified) D.1.3.6 10 workdays after receipt of

Government comments on accepted

Quality Control Plan

Trip Report (Unclassified) D.1.3.7 5 days after Trip Completion

Transition Plan (Unclassified) D.1.3.9.3 At time of proposal submission

Service Contract Reporting (eCMRA Reporting) (Unclassified)

D.1.35 NLT 31 October of each calendar year

Technical Reports (Unclassified or

Controlled Unclassified Information)

D.1.2 To be determined at task order level

Informal Technical

Information

(Unclassified or

Controlled Unclassified

Information)

Technical Recommendation involving management actions, policies, or procedures. (Unclassified or Controlled Unclassified Information)

Data collection instruments or methodology (Unclassified or Controlled

Unclassified Information)

Detailed research, evaluation or data collection design documents (Unclassified or Controlled Unclassified Information)

Briefing and briefing materials (Unclassified or Controlled Unclassified Information)

Adjunct lessons learned technical write-ups, reports, or other forms of documentation (Unclassified or Controlled Unclassified Information)

Diagrams; chart exhibits; graphs; slides, or photographs; or combination of these forms. (Unclassified or Controlled Unclassified Information)

User maintenance manuals for implementation of any models, systems, or other software designed to meet specific requirements of a TO or the contract. (Unclassified or Controlled Unclassified Information)

Empirical databases including file formats, layouts, and other documentation (Unclassified or Controlled Unclassified Information)

All executable and source code developed under this contract

(Unclassified or Controlled Unclassified

Information)

Documentation necessary for interpreting and maintaining computer programs developed under this contract.

(Unclassified or Controlled Unclassified Information)

Problem Notification Report (PNR) (Unclassified or Controlled Unclassified Information)

D.1.16.4 Per Government Request

Key Personnel Designation (Unclassified or Controlled Unclassified Information)

D.1.19.1 At time of proposal submission

CPARS (Unclassified) D.1.36 Annually (at the Contract

Level only)

508 Compliance confirmation

D.1.41 At time of proposal submission

Non Disclosure of Information

D.1.25.7 At time of proposal submission, and as necessary thereafter.

ATTACHMENT 2b - QUALITY ASSURANCE MONITORING FORM - PRS # 2

SERVICE: PRS # 2 Task Order Application Support

STANDARD: Develop and maintain computer programs and web applications, provide for consultation, resolution and complete application work requests as required by task order PWS. All support needs are fulfilled on time and within budget.

All deliverables including providing procedural documentation, including user’s guides, software installation procedures, and other such documents are accurate with minimal editing. PWS D.1.11 and D.1.13

ACCEPTABLE QUALITY LEVEL: No more than 1 validated customer complaint each month. Effective corrective action was taken to respond and address customer complaints within 10 calendar days.

SURVEILLANCE PERIOD: __________________________________

SURVEILLANCE METHOD: Customer Complaint

FREQUENCY SURVEILLANCE: Monthly

LOT SIZE: The number of validated customer complaints submitted during the previous month. Lot size = _____.

SAMPLE SIZE: Lot Size

SAMPLING PROCEDURES:

1. For each month, determine the lot size. If the lot size is 0, no surveillance form is required for that month of service.

Record a 0 for the lot size on the QASP Summary Surveillance Report (Attachment 5) for the month.

2. If the lot size is greater than 0, a monthly surveillance monitoring form is required to be completed and submitted to the GSA Contracting Officer / Program Manager per the instructions in 6.2.1.

3. For any PRS identified as a customer complaint, the COR will educate users of services under the PWS and the outcomes to be achieved and the submission of customer complaint forms when services fail to meet contract requirements.

4. Upon receipt of a customer complaint, the COR will validate the customer complaint against the contract requirements.

5. Validated customer complaints are submitted to the contractor, requesting a response within 10 calendar days. The COR will courtesy copy to the GSA Program Manager and Contracting Officer.

6. The COR will evaluate, in conjunction with the customer and the GSA PM/CO, whether the contractor's response reflects effective corrective action to respond and address customer complaints within 10 calendar days.

7. If more than 1 validated customer complaint was received per month, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

8. If any customer complaint is a repetitive complaint during the contract period, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

9. Once all surveillance is complete for the month, record the summary surveillance results on the QASP Summary Surveillance Report (Attachment 5), sign and date, and upload in ASSIST with the applicable signed surveillance forms.

❒ Meets Standards ❒ Does Not Meet Standards ❒ Not Applicable

When performance fails to meet standards, the COR should prepare and submit a Contract Discrepancy Report using the attachment to the GSA Program Manager / Contracting Officer.

ATTACHMENT 2c - QUALITY ASSURANCE MONITORING FORM - PRS # 3

SERVICE: PRS # 3 Key Personnel

STANDARD: Key personnel possess necessary knowledge, skills, and abilities to perform tasks and meet the Key Personnel requirements. PWS 1.19 and PWS Attachment 3.

ACCEPTABLE QUALITY LEVEL: All key personnel packages meet task order personnel requirements and minimum qualifications. No substitutions of key personnel are proposed except as authorized in the PWS 1.19.

SURVEILLANCE PERIOD: __________________________________

SURVEILLANCE METHOD: Periodic Surveillance

FREQUENCY SURVEILLANCE: As Needed. This PRS is only evaluated during any month where Key Personnel are initially appointed, or Key Personnel changes occur.

LOT SIZE: The number of Key Personnel changes submitted during the surveillance period. Lot size = _.

SAMPLE SIZE: Lot Size.

SAMPLING PROCEDURES:

1. For each month, determine the lot size. If the lot size is 0, no surveillance form is required for that month of service. Record a 0 for the lot size on the QASP Summary Surveillance Report (Attachment 5) for the month.

2. If the lot size is greater than 0, a monthly surveillance monitoring form is required to be completed and submitted to the GSA Contracting Officer / Program Manager per the instructions in 6.2.1.

3. For each key personnel package submitted, the key personnel meet or exceed the contract requirements and substitutions are not requested unless an exception in the PWS applies.

4. Total number of key personnel submissions determined to be unacceptable: ______

5. If any were unacceptable, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

6. Once all surveillance is complete for the month, record the summary surveillance results on the QASP

Summary Surveillance Report (Attachment 5), sign and date, and upload in ASSIST with the applicable signed surveillance forms.

When performance fails to meet standards, the COR should prepare and submit a Contract Discrepancy Report

ATTACHMENT 2d - QUALITY ASSURANCE MONITORING FORM - PRS # 4

SERVICE: PRS#4 Cost Control

STANDARD: Contractor stays within task order price amounts and maintains program budget limitations and burn rate. Travel and ODC invoices must include backup receipts.

ACCEPTABLE QUALITY LEVEL: Task order expenses shall be within awarded task order amounts; monthly status reports shall contain an accurate reflection of all expenses to date and all invoices shall be accurate and contain required supporting documentation. No more than one error per quarter and any issues are remedied within seven calendar days of identification of issue.

SURVEILLANCE PERIOD: __________________________________

SURVEILLANCE METHOD: 100% Surveillance

FREQUENCY SURVEILLANCE: Monthly

LOT SIZE: The number of invoices and monthly status reports deliverables submitted during the surveillance period for (contract and all active task orders) during the surveillance period. Lot size = ___________.

SAMPLE SIZE: Lot Size

SAMPLING PROCEDURES:

1. For each deliverable determine if it was acceptable or unacceptable. An unacceptable deliverable is any which failed to meet the timeliness or accuracy standard.

2. Total number of deliverables determined to be unacceptable: ______

3. % Unacceptable: ___%

4. If more than one error per quarter or more than 7 days to remedy the issue, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

5. Once all surveillance is complete for the month, record the summary surveillance results on the QASP

Summary Surveillance Report (Attachment 5), sign and date, and upload in ASSIST with the applicable signed surveillance forms.

When performance fails to meet standards, the COR should prepare and submit a Contract Discrepancy Report

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ATTACHMENT 2e - QUALITY ASSURANCE MONITORING FORM - PRS # 5

SERVICE: PRS#5 Section 508 Accessibility Standards

STANDARD: Electronic and information technology (EIT) procured through this effort must meet the applicable accessibility standards at 36 CFR 1194, unless except applies and is granted at the task order level.

ACCEPTABLE QUALITY LEVEL: Any/all electronic and information technology (EIT) procured through this effort must meet the applicable accessibility standards at 36 CFR 1194, unless exception applies and is granted at the task order level.

SURVEILLANCE PERIOD: __________________________________

SURVEILLANCE METHOD: 100% Surveillance

FREQUENCY SURVEILLANCE: As needed. This PRS is only evaluated during any month where EIT is procured.

LOT SIZE: The number of EIT deliverables where Section 508 of the Rehabilitation Act of 1973 applies during the surveillance period for (contract and all active task orders). Lot size = _____.

SAMPLE SIZE: Lot Size

SAMPLING PROCEDURES:

1. For each EIT deliverable determine if it was acceptable or unacceptable. An unacceptable deliverable is any which failed to meet the Section 508 requirements.

2. Total number of deliverables determined to be unacceptable: ______

3. % Unacceptable: ___%

4. If any EIT deliverables are unacceptable, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

5. Once all surveillance is complete for the month, record the summary surveillance results on the QASP

Summary Surveillance Report (Attachment 5), sign and date, and upload in ASSIST with the applicable signed surveillance forms.

When performance fails to meet standards, the COR should prepare and submit a Contract Discrepancy Report

ATTACHMENT 2f - QUALITY ASSURANCE MONITORING FORM - PRS # 6

SERVICE: PRS#6 Badging Requirements

STANDARD: The contractor shall provide a monthly employee roster showing the status of all Government issued badges and identity cards (CAC, Security, etc.) with the date the employee was hired, description of the badge issued, the issue date, employee termination date, and the badge surrender date.

ACCEPTABLE QUALITY LEVEL: Government badges are returned prior to employee departure/termination, but no later than 30 days of employee departure.

SURVEILLANCE PERIOD: __________________________________

SURVEILLANCE METHOD: 100% Surveillance

FREQUENCY SURVEILLANCE: Monthly and when badges are issued, or employee departs.

LOT SIZE: One badging roster per month with monthly status report. Lot size = ___________.

SAMPLE SIZE: Lot Size

SAMPLING PROCEDURES:

1. For each deliverable determine if it was acceptable or unacceptable. An unacceptable deliverable is any which failed to meet the timeliness or accuracy standard.

2. Total number of deliverables determined to be unacceptable: ______

3. % Unacceptable: ___%

4. If any are unacceptable, the monthly surveillance for the PRS is unacceptable, fails to meet standard.

5. Once all surveillance is complete for the month, record the summary surveillance results on the QASP

Summary Surveillance Report (Attachment 5), sign and date, and upload in ASSIST with the applicable signed surveillance forms.

When performance fails to meet standards, the COR should prepare and submit a Contract Discrepancy Report

ATTACHMENT 3 QUALITY ASSURANCE MONITORING FORM

CUSTOMER COMPLAINT INVESTIGATION

PRS # or Contract Requirement:

PWS/Contract Requirement: PWS Paragraph: ________

SURVEY PERIOD: ___________________

DATE/TIME COMPLAINT RECEIVED: _____________ ________ AM / PM

SOURCE OF COMPLAINT: _______________________________ (NAME)

_______________________________ (ORGANIZATION)

_______________________________ (PHONE NUMBER)

_______________________________ (EMAIL ADDRESS)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT: ________DATE _______ AM / PM

PREPARED BY: ______________________________ DATE: _______________

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

CONTRACTOR POC: ______________________________ DATE: _______________

RECEIVED AND VALIDATED BY: __________________________________________________

PREPARED BY: ______________________________ DATE: _______________

ATTACHMENT 4 CONTRACT DISCREPANCY FORM

For failure to meet PRS standards, fill out a DD Form 2772 Contract Discrepancy Report and submit to the GSA Project Manager and Contracting Officer. For the purposes of this form the Quality Assurance Evaluator (QAE) is the Contracting Officer Representative (COR) or other technical point of contact.

Link to DD Form 2772:

https://www.acq.osd.mil/dpap/ccap/cc/corhb/Files/Forms/DD%202772%20-%20Contract%2 https://www.acq.osd.mil/dpap/ccap/cc/corhb/Files/Forms/DD%202772%20-%20Contract%20Discrepancy%20Report.pdf

ATTACHMENT 5 MONTHLY QASP SURVEILLANCE SUMMARY

See PWS Attachment F