QASP for SBA ktr FY12.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Basic Ordering Agreement (BOA) Contract Specialist Staffing Services in Support of the SBA, DFC, Acquisition Division

BOA Description: Contractor will provide non-personal services in the form of Contract Specialist responsible for assisting with actions associated with the primary categories of: a) Reviews, Research and Data Management regarding acquisition effort; b) Pre-award effort; c) Post-award administration; d) Contract closeout; and e) General acquisition assistance for a variety of supply, service, and/or construction projects for the Small Business Administration.

BOA Number: SBAHQ-12-A-

Contractor’s Name: (hereafter referred to as the contractor).

Contracting Officer’s Technical Representative: To be appointed, if appropriate.

Organization or Agency: Acquisition Division

Purpose: To ensure that the contractor performs in accordance with the established performance metrics and that the Government receives the quality of services called for in each order. The QASP will provide the plan for Government surveillance oversight of the selected contractor efforts to assure that the efforts are timely, effective, and are delivering the results specified in each order. The QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the BOA. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

This QASP explains: a) what will be monitored; b) how monitoring will take place; c) who will conduct the monitoring; and d) how monitoring efforts and results will be documented.

Scope: The Contractor, not the Government, is responsible for management and quality control plan actions necessary to meet the standards set forth by the BOA.

Any noncompliance with BOA performance is deemed “defective service”. The term “defective service” refers to a support service that does not meet the standard of performance specified in the BOA.

Government Resources: The following personnel shall oversee and coordinate surveillance activities:

a. Contracting Officer (CO) - A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Except for certain limited authority delegated by the CO to a technical representative, the CO is the only individual with the authority to direct the work of the contractor (The only individual who can legally bind the Government).

b. Contracting Officer’s Representatiave (COR)/Contracting Officer’s Technical Representative (COTR) - An employee of the U.S. Government appointed by the Contracting Officer to administer the BOA. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the BOA, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the BOA.

c. Other Key Government Personnel – Not Applicable.

Contractor Resources: The following employees of the contractor serve as the Contractor’s key personnel for this BOA:

a. Site Lead: The Site Lead shall be responsible for the supervision/management of Contractor personnel performing work at all listed sites.

b. Other (if determined)

Performance Standards: Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The Performance Requirements Summary Matrix, Technical Exhibit #1, in the Performance Work Statement (PWS), includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Incentives: Performance incentives for this BOA are exercising of the Option. The evaluation to exercise the Option will be based on the performance across all categories.

Methods Of Surveillance: The Government shall use the surveillance methods listed below in the administration of this QASP.

a. Requestors review and critique of submitted documentation.

b. Direct observation.

b. Random sampling of any documented effort.

c. Validated User/Customer Complaints.

The CO/COR/COTR will inspect task performance by sampling xx to xx % of xxxxx to determine the accuracy. The COTR will also randomly inspect xxx, yyy, zzzz. for adherence to proscribed procedures.

All surveillance inspections made by the CO/COR/COTR will be recorded on a Government or locally devised form. The resulting documentation will be the official record of the Contractor’s current performance. The future use of these forms will be the official Government record of the Contractor’s past performance.

Ratings: Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. The applicable rating scale is: a) positive; b) neutral; or c) negative outcome.

Documenting Performance: The Government shall document all performance evaluations conducted.

a. Acceptable Performance: Performance that meets or exceeds the established criteria.

b. Unacceptable or Defective Performance: Performance that does not meet the minimum criteria established.

Notifications: The Government observer will notify the Contracting Officer of any defective service. When the CO/COR/COTR determines formal written communication is required with the Contractor the CO/COR/COTR shall prepare a Contract Discrepancy Report (CDR) and present it to the Contractor's Site Lead.

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 CDR will also state how long after receipt the Contractor has to present this corrective action plan to the CO/COR/COTR. The Government shall review the Contractor's corrective action plan to determine acceptability.

The CO/COR/COTR will, as soon as practicable, notify the Contracting Officer of all findings of defective service. If any services do not conform to BOA requirements the Government may require the Contractor to re-perform the BOA requirements at no increased cost to the Government. The Contractor can neither invoice nor claim any additional cost associated with correcting unacceptable or defective performance.

When defective performance cannot be corrected by re-performance the Government will exercise any remedy available under the BOA terms.

Performance Assessment Meetings: The CO/COR/COTR shall meet with the contractor as needed or a minimum once a year to assess performance and shall provide a written assessment. The annual meeting may be held via teleconference.

Performance Requirements

Performance Level Neutral

Method of Surveillance

Site Lead performance as a senior contract specialist.

No more than one (1) validated customer complaint and/or issue per quarter.

No more than three (3) significant document reworks per quarter.

Direct Observation

Requestors review and critique of submitted documentation

Random sampling of any documented effort

Validated User/Customer Complaints