TE 2 - Quality Assurance Surveillance Plan - QASP.pdf

TECHNICAL EXHIBIT #2

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1 Introduction.

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled Saylorville Lake Mowing Contract. This plan sets forth the procedures and guidelines Saylorville Lake and the Corps of Engineers will use in ensuring the required performance standards or services levels are achieved by the Contractor.

2 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/quality levels identified in the PWS and to ensure that the government pays only for the level of services received.

3 Performance Management Approach.

The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by Saylorville Lake and the Corps of Engineers 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.

4 Critical Performance Processes and Requirements.

Critical to the performance of the contract, the Contractor shall provide all personnel equipment, tools, materials, supervision, transportation, other items and services necessary to perform as defined in this PWS. The Contractor shall provide accurate transaction processing to ensure that material accountability comply with safety and security requirements, in accordance with this PWS. Additionally, the Contractor shall be accountable for all auditable documents, establish/maintain effective quality, and perform required within prescribed timeframes. The performance process is the timely, accurate, and thorough completion of all contract requirements.

5 Roles and Responsibilities.

5.1 Contracting Officer. The Contracting Officer (KO) 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 KO will designate one full-time COR, as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the KO.

5.2 Contracting Officers Representative. The contracting officer’s representative

(COR) is designated in writing by the KO 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 KO 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.

6 Performance Standards.

6.1 Schedule. The dates for services and the actual accomplishment of the services in accordance with the schedule will be assessed against original dates of services and milestones established for the contract.

6.2 Service. The services required to be performed will be assessed against the PWS detailed in the contract, for the required content, quality, timeliness, and accuracy.

6.3 Past Performance. In addition to schedule and services, and cost aspects of performance discussed above, pursuant to FAR 42.15, the Government will assess the contractor’s record of conforming to contract requirements and to standards of good workmanship, the contractor’s adherence to contract schedules including the administrative aspects of performance, the contractor’s history of reasonable and cooperative behavior and commitment to customer satisfaction, and the contractor’s business-like concern for the interest of the customer.

6.4 Random/Scheduled Monitoring. Random and/or scheduled monitoring will be conducted if and when deemed necessary by the COR to ensure compliance with the terms of the contract. Using the attached matrix the COR will determine whether the contractor is in compliance with the terms of the contract.

6.5 Contractor Self-Reporting. The Contractor shall provide as needed status reports that document significant problems/issues and potential resolutions.

6.6 Customer Feedback. Customer feedback will be obtained from valid customer complaints. 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 by the contractor. The contractor shall maintain a log of all customer complaints as well as a copy of each complaint in a documentation file. The COR may request to review the log and/or documentation file at any time.

6.7 Performance Measurement. Performance will be measured in accordance with Technical Exhibit #2.

6.8 Monitoring Forms. The Government’s Quality Assurance Surveillance, accomplished by the COR, will be reported using the monitoring forms shown in Technical Exhibit #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 of the mowing and trimming are being achieved.

6.9 Reviews and Resolution. The KO, may require the Contractor’s manager, or a designated alternate, to meet with the COR and other government 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 reasonable request. The agenda of the reviews may include:

Monthly performance assessment data and trend analysis Issues and concerns of both parties Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis Recommendations for improved efficiency and/or effectiveness Issues arising from the performance monitoring processes

6.10 Incentives/Disincentives. For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.

In accordance with the inspection of services provisions of the contract (52.212-4 (a) Inspection/Acceptance), the contractor will provide quality products in a timely manner since the Government can require the contractor, at no additional cost, to replace or correct work at fails to meet contract requirements.

PERFORMANCE MEASUREMENT MATRIX

Performance Element

Performance Requirement

Surveillance Method

Frequency Acceptable Quality Level

Contract Services

Contract Services furnished as prescribed in the PWS as applicable.

Inspection by the COR

Random inspection of all sampling of contract services.

>95% of services inspected performed timely and without rework required.

Overall Contract Performance

Overall contract performance of sufficient quality to earn a Satisfactory (or higher) rating in the COR's annual report on contractor performance

Assessment by the COR

Annual All service elements rated Satisfactory (or higher) Satisfactory = 95% or above average contract acceptable random sampling

Contractor Self Reporting

Contract Services furnished as prescribed in the PWS as applicable.

Contractor Self Reports

Monthly >95% of services reported performed timely and without rework required.

Customer Feedback

Customer complaints reviewed by COR

Inspection by the COR

Per Occurrence

100% of valid customer complaints resolved

Invoicing Monthly invoices per contract procedures are timely and accurate.

Review & acceptance of the invoice by COR

Monthly 100% accuracy

QUALITY ASSURANCE Monitoring Form: MOWING SAYLORVILLE LAKE Mowing Contract ______________________ Inspection Form

MOWING ROUND #_____________ DATE_____________________

INSPECTED BY_______________________

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period (See Back for More):

PREPARED BY: ___________________________________ DATE: _________________

Item Description

Acreages

Mowing

Service

Trimming

Service

Deficiency

Description

Deduction

$ Amount

Bob Shetler Campground

(East, West, and Main)

8.0 $

Cherry Glen

Campground

12.0 $

Prairie Flower

Campground

45.0 $

Total Deductions: _ _ _ _ $

DAMAGE TO

VEGETATION

Yes / No

ADEQUATE

SAFETY

EQUIP

Yes / No

DAMAGE

TO GOV’T

PROPERTY

Yes / No

DAMAGE TO

PRIVATE

PROPERTY

Yes / No

USING

AUTHORIZED

EQUIPMENT

Yes / No

SWEEPING/

BLOWING

COMPLETED

Yes / No

INVOICE SHOULD REFLECT ______ MOWING ACRES AND ______ TRIMMING AREAS

FOR A TOTAL OF $______________