Attachment G - Quality Assurance Surveillance Plan.doc

IV.7

Attachment G - Quality Assurance Surveillance Plan

For Mainframe Peripheral and Software Maintenance (MP&SM) Contract Number: TIRNO< upon award, enter contract number> Contract Description: < enter contract description >

Contractor’s name: < upon award, enter contractor name > (hereafter referred to as the contractor).

1. PURPOSE.

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored.

· How monitoring will take place.

· Who will conduct the monitoring.

· How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

The following FAR clauses may apply depending on contract type:

52.246-4 Inspection of Services – Fixed-Price,

2. Government Roles and Responsibilities.

The following personnel shall oversee and coordinate surveillance activities.

A. Contracting Officer (CO) - The CO will ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and will safeguard the interests of the United States in the contractual relationship. The CO will also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Laura E. Edmondson Organization or Agency: IRS/AWSS/Enterprise Support Systems Branch/Tier 1 Telephone: (240) 613-8110 Email: Laura.E.Edmondson@irs.gov B. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR will keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned COR: Saundra Bostick-Stewart Organization or Agency: IRS/AWSS/Enterprise Support Systems Branch/Tier 1

Telephone: (240) 613-8100 Email: Saundra.J.Bostick-Stewart@irs.gov C. Government Task Manager (GTM) - The GTM, located in Enterprise Computing Center (ECC)-Memphis, TN (MEM), ECC-Martinsburg, WV (MTB) and New Carrollton Federal Building (NCFB), is a position assigned by the Project Manager. The GTM assists and acts as a representative for the COR for the duration of the contract, including during equipment delivery and hardware/software maintenance or repair. The GTM’s duties and responsibilities include, but are not limited to, technical administration of the contract and proper Government surveillance of the contractor’s performance, including visual inspection, whenever the COR is not available. The COR shall keep a quality assurance file based on findings and communications submitted by the GTM. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation provided by the GTM to the CO. The GTM is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer any changes requested by the GTM they deem may affect contract price, terms, or conditions to the CO for action.

Title: <enter title> Telephone: <enter number> Email: <enter address>

3. Contractor Representatives:

The following employees of the contractor serve as the contractor’s Project Manager, On-Site Task Manager and Contract Administration for this contract.

a. Project Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

b. On-Site Task Manager - <upon award of Task Order, enter name> Telephone: <enter number>

Email: <enter address>

c. Contract Administration – Laura E. Edmondson Telephone: (240) 613-8110 Email: Laura.E.Edmondson@irs.gov

d. Other Contractor Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

4. Performance Standards.

Performance standards define desired quality for services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, section I.24 in the Performance Work Statement includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

5.

INCENTIVES

This is will be a ID/IQ - Firm Fixed Price contract. There will be no incentives.

6.

Methods of QUALITY ASSURANCE Surveillance.

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR shall always contact the contractor's project manager and/or on-site representative when a defect is identified and inform the government’s project manager and/or business unit manager of the specifics of the problem. The COR, with assistance from the government’s GTM, shall be responsible for monitoring the contractor’s performance in meeting a specific performance standard/AQL.

A. DIRECT OBSERVATION

There may be the possibility of such direct observation of the services provided at some point in the future.

B. MANAGEMENT INFORMATION SYSTEMS (MIS) (Evaluates outputs through the use of management information reports. Best used for general surveillance and may need to be supplemented by periodic inspections.)

Requirement

Service Technical Performance

Standard Monitoring Method(s)

(Section I.4.5)

(Section I.5.1)

(Section I.13)

(Section I.19.1)

(Section I.19.1.5)

(Section I.19.5

C. PERIODIC INSPECTION (Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

Requirement

Service Technical Performance

Standard Monitoring Method(s)

(Section I.18.6)

D. VALIDATED USER/CUSTOMER COMPLAINTS (Relies on the user of the service to identify deficiencies. Complaints are then investigated and validated. Highly applicable to services provided in quantity and where quality is highly subjective.)

Requirement

Service Technical Performance

Standard Monitoring Method(s)

(Section I.4.3)

(Section I.6)

(Section I.6.3)

(Section I.6.2)

E. 100% INSPECTION (Evaluates all outputs. May be used where there are written deliverables and stringent requirements such as tasks required by law, safety, or security.)

F. Progress or Status Meetings G. Analysis of contractor's progress reports. (Evaluate cost, schedule, etc.)

Surveillance results may be used as the basis for actions (to include payment deductions) against the contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the CO’s actions.

8.

Ratings Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

9.

DOCUMENTING PERFORMANCE

A. ACCEPTABLE Performance.

The Government shall document positive performance. A report template is attached. Any report may become a part of the supporting documentation that will become part of the COR permanent contract file.

B. UNACCEPTABLE performance.

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the CO. The CO will notify the contractor's project manager, contract administration personnel or on-site representative of the unacceptable performance. A CDR template is attached to this QASP.

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 COR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions or other actions deemed necessary by the CO.

10.

Frequency of Measurement

A. Frequency of Measurement.

During contract/order performance, the COR shall take periodic measurements, as outlined in the PWS as specified in the AQL column of the Performance Standards Summary Matrix, and shall analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

Prepared by: Saundra Bostick-Stewart

Signature – Contracting Officer’s Representative

Performance Report

1. CONTRACT NUMBER: <insert number>

2. Prepared by: (Name of COTR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.> Prepared by: <Enter COTR’s name>

Signature – Contracting Officer’s Technical Representative

Date Contract Discrepancy Report (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor Task Manager or on-site representative) <insert name>

3. FROM: (Name of COTR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: <Enter COTR’s name>

Signature – Contracting Officer’s Technical Representative

Date

Received by:

Signature - Contractor Project Manager or On-site Representative Date

< The COTR may initiate a CDR at any time, including whenever the number of monthly recorded defects for a performance standard exceeds the allowable number of defects; anytime unacceptable performance is determined critical in nature and requires formal corrective action; and whenever an unfavorable trend is detected in contractor performance.>