RFP_VO_Attachment_C_QAS 1 .docx

RFP ATTACHMENT C- QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

VISA OFFICE

HEADQUARTERS PROGRAM SUPPORT SERVICES (PSS)

CONTRACT NUMBER SAQMMA-14-X-XXXX

BASE YEAR PERIOD (XXXX, 2014 – XXXX, 2015)

Table of Contents

Revision History

Version

By Approved Date

Draft

1.0 Purpose

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure the systematic quality assurance methods are used in the administration of the performance based service contract. The intent is to ensure that the Prime Contractor (herein referred to as “XXXX” or “Contractor”) performs in accordance with the performance metrics and the Government receives the quality of services called for in the contract.

This contract requirement is to provide visa support services performed at the Visa Office Headquarters. The contract is for a base year with four option years. This Plan provides the tools for the contract COR to proactively ensure excellent Contractor performance, avoid potential major deficiencies, and provide input for periodic incentive and past performance evaluations. A properly executed QASP will assist the Government in achieving the objectives of this procurement.

2.0 Authority

Authority for issuance of this QASP is provided under Contract Section E – Inspection and Acceptance, which also authorized inspections and acceptance of the services to be conducted by the Contracting Officer's Representative.

3.0 Background

TBD.

3.0 Scope

To fully understand the roles and responsibilities of the parties, it is important to first define the distinction in terminology between “Quality Control Plan” and the “Quality Assurance Surveillance Plan (QASP).” Within a Quality Control Plan, the contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The QASP on the other hand, is put in place to provide Government surveillance oversight of the contractor’s efforts to assure that they are timely, effective, and are delivering the results specified in the contract.

The Government’s quality assurance activities will be coordinated with the Contractor.

4.0 Responsibilities

Federal Acquisition Regulations (FAR) Part 46 prescribes the policies and procedures to ensure that supplies and services acquired under a Government contract conform to the contract’s quality and quantity requirements. Subpart 46.1 (General) provides a list of responsibilities for the contracting office, the contract administration office, and the Contractor. The Government will comply, and expects the Contractor to comply, with these provisions. The following summarizes the primary responsibilities:

· Contracting Office—This office is responsible for receiving from the COR the specifications for inspection, testing, and other contract quality requirements; and for issuing instructions to the contract administration office. This has been done and is reflected in Section F.8 of the RFP, provided as Attachment A to this Plan. Any updates will be provided to the Contracting Office as they occur.

· Contracting Officer’s Representative (COR)— The COR is specified in the contract Section G. The COR will coordinate the contract activities between the sites. The ACOR will assist the COR.

· VO Operations Manager’s Office—This office will develop and apply efficient procedures for performing Government contract quality assurance actions under the contract in accordance with the written direction of the Contracting Office and the COR.

· Contractor—The Contractor shall control the quality of supplies and services provided at each location in accordance with the performance standards and acceptable quality levels (AQLs) identified in Table 1.

5.0 Methods of QA Surveillance

The below listed methods of surveillance shall be used by the COR in the technical administration of this QASP. In addition to the below instructions, the form to be used for documentation of quality assurance surveillance is the Surveillance Activity Checklist provided herein. Note that the Government may engage an independent contractor to assist in its surveillance efforts.

· Contractor Performance Assessment Report System (CPARS) – The market place for document production support services is very competitive. As such, the successful offeror has a vested interest in the Government generated CPARS under this contract. Additionally, an evaluation using the CPARS format will be performed at the end of each year of performance. This evaluation will be one determinant in exercising an option. The Government for this procurement will address the quality of product or service, schedule, cost control, business relations, management, and other important areas. As this information may affect future source selections throughout DOS and other agencies, and the continuation of the order, the annual Government assessment will be used appropriately as an additional performance oversight and communication tool with the QASP.

· Random and scheduled inspections — Each site COR may perform random and planned visual inspections of processes and products (including petitions, reports, instruction packages, manuals, data entry screens) at any time. The COR will inform the Contractor of any discrepancies found when comparing Contractor performance against the agreed-upon performance standards. The COR will maintain records of all inspections.

· Reports — The Contractor will provide all regular reports as specified in the RFP, and the COR will review these as part of their quality program oversight. In addition, the COR may request the Contractor to generate ad hoc reports that provide processing and quality statistics so that the COR may validate performance and calculations of incentives or penalties.

· Customer feedback — The COR will work with the Contractor to establish mechanisms for collecting feedback from NVC and KCC customers. The COR will work with the Contractor Program Manager to resolve significant complaints in a timely manner.

· Quarterly Quality Reviews (QQRs) — Each site COR may establish QQRs or similar processes to review quality and performance. Results of inspections, feedback, quality analysis, and other performance issues will be discussed. These meetings will serve as an opportunity to note commendable performance quality as well as to improve performance.

6.0 Surveillance

Attachment (A) sets forth the performance standards and surveillance methods for the contractor and COR while Attachment (B) provides the checklist and means for the COR to document on a quarterly and annual basis the results of the surveillance and shall be provided to the Contracting Officer on a quarterly and annual basis.

7.0 Documentation

With regard to monitoring and inspecting the contractor’s progress and performance, the COR must promptly notify the Contracting Officer in writing of any noncompliance or deviation in performance or failure to make progress. In addition to quarterly reports provided to the Contracting Officer, the COR at each location will 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 the Quality Assurance Checklists. All such records will be maintained for the life of the order. The COR shall forward these records to the Contracting Officer at termination or completion of the order.

8.0 Performance Requirements

Baseline performance and accuracy criteria for all processing activities and results are provided in Attachment A, Table 1 and is the basis for initial quality management under this contract. However, these definitions require updating and refinement to reflect current procedures, priorities, and industry best practices. The performance requirements in Attachment A, Table 1 will be renegotiated as needed. The Contractor will be asked to review and refine the definitions of errors and permissible error rates on a periodic basis.

9.0 Acceptable Quality Levels (AQLs)

Baseline Acceptable Quality Levels (AQLs) for all processing activities and results are provided in Attachment A, Table 1. AQLs enable the COR to ensure that products and processes meet expected levels of accuracy and completeness as follows:

· Data accuracy— defined in terms of maximum acceptable error rate for each product or process, for example, no more than 1% errors in critical data fields and 3% errors in non-critical data fields.

· Package completeness— the COR will establish the criteria for a complete package. This is often associated with preparing and sending instructions. For example, the package must contain the proper inserts for each case, which may vary depending on visa type, addressee, and nationality of applicant.

10.0 Enclosures

Attachment (A) - Performance Requirements, Acceptable Quality Levels Attachment (B) - Surveillance Activity Checklist

ATTACHMENT A- PERFORMANCE REQUIREMENTS

TABLE 1- PERFORMANCE REQUIREMENTS

- Outgoing correspondence shall be transmitted the same business day the Managing Director of VO or his/her designate approves them.

- Requests for research shall be responded to as quickly as practicable.

- Accurate drafting, editing, publishing of all products, including but not limited to, documents, regulations, briefing papers, and correspondence.

C.2.2.4 Responding to Attorney Inquiries Contractor shall respond in writing to written and e-mail inquiries from attorneys generally within 5 days or less, but at a maximum within 10 days of receipt.

Responding to Attorney Inquiries

C.2.2.4 J-visa waiver inquiries

- The Contractor shall respond to J waiver inquiries within 24 hours of receipt using language provided by VO.

- If the inquirer is a Member of Congress or congressional staffer, performance requirements for congressional correspondence shall apply.

J-visa waiver inquiries

C.2.2.4.3 Post inquiries on security and foreign policy issues The Contractor shall respond to post inquiries concerning the status of security advisory opinions within 10 days of receipt using language provided by VO.

Post inquiries on security and foreign policy issues

C.2.2.5.1 Visas for diplomatic mission (A), international organization (G), and NATO visas.

- Data from received applications shall be entered or downloaded into NIV computer programs and ready for adjudication within 2 business days of receipt for diplomatic visas. If applications exceed 100 per day, additional time may be allowed.

- Previously denied applications resubmitted shall be passed to VO within 1 business day of receipt.

- Visaed passports shall be returned to applicants within 2 days of receipt for diplomatic visas.

- Denied visa applications shall be processed within 2 days of receipt.

- Reviews the incoming visa application package, downloads visa applications, photographs and documentation or barcodes the application, and enters initial information counter and courier applications into NIV system.

- Checks data for accuracy, notifies supervisor of discrepancies.

- Notifies supervisor when defective visa foils are identified, equipment is malfunctioning or of other systems and processing concerns

- Prints legible visas and high quality photographs.

- Accounts for and secures all assigned blank visa foils during the day, to include counting foils and locking them up when not at the assigned print station.

- Quality checks the machine readability of the printed visas by placing each visaed page through the scanner.

- Reviews printed visas for accuracy, checks endorsements.

- Rejects and reprints visas with incorrect data or printing errors.

- Visaed passports and documents returned to the wrong customer are treated as serious errors that may result in removal from the contract.

- Should VO services expand to selected petition-based visa categories, data shall be entered or downloaded within 5 days of receipt and approved visas shall be printed, inspected, and mailed within 5 days of receipt.

Visas for diplomatic mission (A), international organization (G), and NATO visas.

C.2.2.1.

VO/P/D Inquiries

VO/P/D Inquiries

C.2.2.5.2 VO/P/I - Congressional Inquiries

- All telephonic congressional inquiries will be handled immediately. Any follow-up will be done within 72 hours of the initial call.

- Written letter correspondence shall be completed and passed to VO/P for approval and/or signature within 2 days of receipt.

- Direct e-mail correspondence from staffers shall be responded to, at the maximum, three days after receipt of the inquiry.

- Ninety percent (90%) of written inquiries shall have a written response drafted and sent by the end of the business day following the inquiry.

- Completion of the referenced activities outside of the time specified for completion shall make the Contractor subject to penalties.

VO/P/I - Congressional Inquiries

- Accurate drafting, editing, publishing of all website content.

C.2.2.7 Publishing Drafting, editing and publishing activities shall be conducted with minimal oversight from VO managers, who will focus their efforts on content rather than format.

Publishing

ATTACHMENT B- SURVEILLANCE ACTIVITY CHECKLIST

THIS SECTION NEEDS WORK – DEPENDING ON GOVERNMENTS MEETINGS

Quarterly Surveillance The COR will perform quarterly assessments of Quality, Schedule, Cost Control, Business Relations, Management, and Other Areas as applicable utilizing the CPARS evaluation rating definitions listed below.

Description

Surveillance Method/ Measure

Other

Quarterly Summary of Ratings:

Annual Surveillance The COR will perform an annual assessment of overall contract performance utilizing the evaluation rating definitions listed in below. This annual assessment will occur at the end of each period and cover the previous 12 months.

Measure

Quality of Product or Service

Review of Quarterly Ratings

TBD

Schedule

Cost Control

Business Relations

Management

Other Areas

Evaluation Ratings Outstanding – Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with no problems requiring corrective actions.

Excellent – Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good - Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

Acceptable - Performance meets contractual requirements. The contractual performance of the task and sub-task contain some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal - Performance does not meet contractual requirements. The contractual performance of the task and sub-task being assessed reflect a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory – Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the task or sub-task contains a serious problem(s) for which the contractor’s actions appear or were ineffective.