Tab_25_Attachment_3_QASP.pdf

Quality Assurance Surveillance Plan (QASP)

PR

DLA Land and Maritime Interpreting Service Contract

1. Purpose

1.1 The purpose of this document is to provide guidance on administering subject contract such that the best possible quality in performance can be assured through appropriate surveillance, and addressing of any performance failures as appropriate.

1.2 The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

It is also used for assessing contractor’s overall performance, both the good and the bad, which will be used to determine future contract actions with a company (i.e. exercising of options, determining contractor responsibility, past performance for future awards, etc.)

2. Surveillance Procedures

2.1 The Government may inspect and evaluate the Contractor’s performance to ensure Services are received in accordance with requirements in this contract. The Government will use the Contractor’s work schedule, to record validation results. Results of the validation then become the official DLA record of the Contractor’s performance. When a performance threshold has not been met or Contractor performance has not been accomplished, the Government will initiate a Contract Discrepancy Report (CDR) for issuance to the Contractor. The Contractor shall respond to the PTC Contract Officer Representative (COR) or designee within 10 calendar days of receipt.

2.2 Periodic Validations. The government will evaluate the contractor’s work on a scheduled basis during performance of the Service. Any unsatisfactory service (defect) shall be recorded, and the Contractor shall replace the interpreter within 24 hours of notification or a mutually acceptable timeframe.

2.3 Complaints. The Government will receive and investigate complaints.

The Government will be responsible for initially validating customer complaints. The COR shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR designee and the Contractor. For validated customer complaints of inadequate Service as stated in the Contract, the Contractor shall provide a written corrective action plan within 48 hours of notification.

2.4 Documenting Surveillance.

SP4702-20-R-0013

Attachment 3 - QASP

2.4.1 Progress Meetings. The COR or designees, and the Contractor shall periodically meet to discuss the Contractor’s performance. The following issues shall be discussed; opportunities to improve the contract, any modifications required of the contract, unsatisfactory performance and valid customer complaints against each performance objective observed and steps taken by the Contractor to prevent occurrences in the future.

2.4.2 The Contractor may be asked to provide a summation of unsatisfactory performance and customer complaints and provide insight into any identified trends. The minutes of these meetings will be prepared in writing by the COR or designee and any other signatures as deemed appropriate, distributed to the functional area Chief, COR and the Contractor. Should the Contractor not concur with the minutes, the Contractor shall provide a written notification to the COR and Contracting Office identifying areas of non-concurrence for resolution.

2.4.3 All documentation resulting from surveillance must be made part of the contract file. The COR must retain any and all surveillance documentation in their COR files for the life of the contract. Should COR responsibilities be shifted to another individual, the new COR shall be responsible for the maintaining of the historical and current COR files.

3. Surveillance Plan Summary

The Surveillance Plan Summary is the list of performance objectives and standards that must be performed by the contractor. This details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

3.1 Deliverable: Services received as stated and in accordance with this contract.

3.2 Standard: Specific to the requirements as stated in the contract.

3.3 Measurement Universe: Satisfactory completion of all corrections defined as discrepancies during surveillance.

3.4 Acceptable Performance Metric: Successful performance of sign language interpreting identified in the Service contract consistent with normal operational features of the service and to the satisfaction of the COR or designee.

3.5 Method of Surveillance: 100% or as defined in the Service contract.

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4. Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

4 . 1 Project Manager (PM) / Designee - The PM specific to this Service

Contract: Name:

Organization:

Telephone: DSN:

Email:

4.2 Contracting Officer’s Representative (COR) - The COR or PM is responsible for providing technical oversight of the Contractor’s performance.

Assigned COR: Sheri L. Kelley Organization: EEO Telephone: (614) 692-2574 Email: S h e r i . K e l l e y @ d l a . m i l

4.3 Contractor

Name: T B D Contract Number: TBD Type of Service: CART Telephone:

POC:

Email:

5. Performance Reporting

Please note: The Performance Assessment Report (PAR), Part I, must be completed by the PM. The Customer Complaint Record and Corrective Action Report (CAR) completed as necessary by the PM.

5.1 Performance Assessment Report (PAR):

The PM will complete the PAR, Part I (Parts II and III as necessary) after services have been completed by the Contractor and forward to the

COR.

5.2 Customer Complaint Record:

The PM will complete only as necessary and forward to the COR.

5.3 Corrective Action Report (CAR):

The PM will complete only as necessary and forward to the COR.

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PERFORMANCE ASSESSMENT REPORT (PAR)

PART I. PERFORMANCE MUST BE COMPLETED BY THE PM AND FORWARDED TO THE COR AFTER SERVICES HAVE

BEEN COMPLETED.

1. CONTRACTOR

TBD

2. CONTRACT NUMBER

TBD

3. TYPE OF SERVICES

Sign Language Interpreting Services

4. PROGRAM MANAGER’S (PM) NAME

TBD

5. PHONE

TBD

6. DATE WORK COMPLETED

TBD

7. (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

DEFICIENCY

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED Pine Tree Society will provide sign language interpreting services to employees and applicants at DLA Maritime Portsmouth.

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

Pine Tree Society will provide sign language interpreting services to employees and applicants at DLA Maritime Portsmouth. Appropriatly assessment and matching consumers preferred language of American Sign Language, Signed English, or Pidgin Sign Language per the contract.

11. REVIEWED AND APPROVED BY COR / SIGNATURE AND DATE

PART II. CONTRACTOR VALIDATION PM ONLY COMPLETE AS NECESSARY.

12. CONTRACTOR REPRESENTATIVE CONCUR NON-CONCUR 13. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

14. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR

NON-CONCURRENCE OF PROGRAM MANAGER’S CITED DEFICIENCY

PART III. ACTION CORRECTED PM ONLY COMPLETE AS NECESSARY.

15. CONTRACTOR REPRESENTATIVE REMARKS

16. CONCUR NON-CONCUR PROGRAM MANAGER’S (PM) NAME AND DATE

17. PROGRAM MANAGER’S (PM) REMARKS (REQUIRED)

18. REVIEWED AND APPROVED BY COR / SIGNATURE AND DATE

(4/28/15)

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1 .DATE/TIME OF COMPLAINT

(4/28/15)

CUSTOMER COMPLAINT RECORD

SOURCE OF COMPLAINT

2. ORGANIZATION 3. BUILDING NUMBER 4. INDIVIDUAL 5. PHONE NUMBER

6.NATURE OF COMPLAINT

7. CONTRACT REFERENCE

8.VALIDATION

9.DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

10.ACTION TAKEN BY CONTRACTOR

11.RECEIVED/VALIDATED BY PROGRAM MANAGER (PM) / SIGNATURE AND DATE

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CORRECTIVE ACTION REPORT (CAR)

1. CONTRACTOR

2. CONTRACTOR REPRESENTATIVE

3. CONTRACT NUMBER

4. TYPE OF SERVICE

5. ORGANIZATION

6. DATE DEFICIENCY CORRECTED

7. DEFICIENCY

FINDING:

FINDING IMPACT:

PLEASE RESPOND WITH A WRITTEN CORRECTIVE ACTION PLAN THAT DETAILS THE CORRECTIVE ACTION OF THE CITED DEFICIENCY, THE CAUSE OF THE DEFICIENCY, AND ACTIONS TAKEN TO PREVENT RECURRENCE.

8. REVIEWED BY PROGRAM MANAGER / SIGNATURE AND DATE

9. COR DETERMINATION / SIGNATURE AND DATE

ACCEPTED REJECTED

(4/28/15)

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