D-5 QASP.doc

D-5 Quality Assurance Surveillance Plan

Background

Federal Acquisition Regulation (FAR) 37.602-2 requires that agencies develop quality assurance surveillance plans (QASPs) when acquiring services. These plans shall recognize the responsibility of the contractor to carry out its quality control obligations and shall contain measurable inspection and acceptance criteria corresponding to the performance standards contained in the statement of work (SOW). FAR 46.401(a) stipulates that QASPs should specify (1) all work requiring surveillance and (2) the method of surveillance. The contractor, not the Government, is responsible for management and quality control actions necessary to meet the obligations and requirements of the contract. The role of the Government is quality assurance to ensure that contract standards are achieved.

This QASP has been developed to evaluate contractor actions while implementing the SOW (reference Section B) of this contract. It is designed to provide an effective surveillance method of monitoring contractor performance for each objective of the SOW and to evaluate the services the contractor is required to furnish under this contract. This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining and repairing facilities and that a service contract to provide these services is the best means of achieving that objective.

In this contract, the contractor’s Quality Control Program/Plan (reference Section B-10 of the contract) is the driver for ensuring service quality. The contractor is responsible for developing and following a comprehensive program of inspection and monitoring actions to ensure that the contract work is accomplished effectively, efficiently and economically. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program agreed upon by the parties at the beginning of the contract provides the measures needed to lead the contractor to success. Once the quality control program is established, careful application of the methods and standards presented in the remainder of this document will ensure a robust quality assurance program.

Performance Objectives

The performance objectives of the SOW and of this contract consist of the following four (4) categories:

1.

Quality of Service

2.

Timeliness of Performance

3.

Business Relations

4.

Customer Satisfaction

These performance objectives are defined as follows:

1.

Quality of Service

· Compliance with contract requirements.

· Meets contract objectives.

· Accuracy and thoroughness of deliverables and reports.

· Follows the contractor’s Quality Control Program/Plan and meets its objectives.

· Trained personnel assigned to contract.

· Performance of supervisor(s) and guards.

· Meets requirements for safety.

· Responsive to technical direction.

· Responds timely to emergency service requirements.

· Responds timely to service calls.

· Deliverables and reports provided on schedule.

· Effective management.

· Businesslike correspondence.

· Responsive to contract requirements.

· Prompt notification of and response to problems.

· Reasonable/cooperative.

· Flexible.

· Pro-active.

· Effective contractor-recommended solutions.

4.

Customer Satisfaction

· Demonstrates commitment to customer satisfaction.

· Strives to meet or exceed customer expectations.

· Responsive to customer complaints.

· Performance minimizes legitimate complaints.

· Provides friendly/helpful service to customers.

Performance Standards/Ratings

The Contractor’s performance will be evaluated and rated based on the following standards:

1.

Quality of Service Unsatisfactory

Non-conformances are jeopardizing the achievement of contract objectives despite significant use of Agency resources. Recovery is not likely. If performance cannot be substantially corrected, it constitutes a significant impediment to achievement of contract objectives.

Poor

Overall compliance requires use of significant Agency resources to ensure achievement of contract objectives.

despite significant use of Agency resources. Recovery is not likely. If performance cannot be substantially corrected, it constitutes a significant impediment to achievement of contract objectives.

it constitutes a significant impediment to achievement of contract objectives.

4.

Customer Satisfaction

definitely not recommend the selection of this firm again.

Might recommend the selection of this firm again.

Would recommend the selection of this firm again.

Would definitely recommend the selection of this firm again.

Would strongly recommend the selection of this firm again.

Surveillance Methods and Schedule

Periodic inspections will be conducted to monitor contractor performance. Inspections will be conducted by the COTR and/or those persons specified in contract Section PRIVATE C-2.4(20), Contract Inspectors, and in accordance with Section B-11, Government Quality Assurance.tc \l 2 "D.II.4 CONTRACT INSPECTORS "

PRIVATE Periodically, but not less than monthly, the COTR will visit the appropriate posts manned by the contractor and either observe the contractor performing the tasks or review documentation, as appropriate. The COTR will notify the contractor’s Project Manager (PM) of any performance deficiencies either immediately or at least monthly depending upon the nature and/or severity of the deficiency. Performance deficiencies will also be subject to the terms and conditions of contract Sections C-2.4(21) and C-2.4(22) which address payment deductions for services not rendered, improperly rendered, and/or for costs that result directly from the contractor’s failure to perform.

The COTR may also perform evaluations based upon the contractor’s Quality Control Program/Plan (reference contract Section B-10). The COTR may perform evaluations in any number of ways. For example:

· The COTR may accompany the contractor on scheduled inspections and observe the contractor inspecting the services to ensure defects are corrected.

· The COTR may immediately inspect the same posts as the contractor as soon as the contractor has completed its quality control inspection to determine if any surveillance areas/issues were overlooked.

· The COTR may inspect a post prior to the contractor and compare results.

The COTR will record defects if the contractor fails to record performance defects and defects are not corrected.

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