Updated QUALITY ASSURANCE SURVEILLANCE PLAN.pdf

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QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

ASTRO 25 Radio System Maintenance and SUA II Services

TABLE OF CONTENTS

1 Purpose

2 ROLES AND RESPONSIBILITIES

(A) The Contracting Officer

(B) The Contracting Officer’s Technical Representative

3 Contractor Representatives…………………………

4 PERFORMANCE STANDARDS/QUALITYLEVELS…

5 Methods of QA Surveillance…………………………………………………………………2

6 Ratings…………………………………………………………………………………………3

7 Documenting Performance

(A) The Performance Management Feedback Loop.…

(B) Monitoring Forms

8 Frequency of Measurement………………………………………………………………….4

(A) frequency of Measurement………………………………………………………………4

(B) Frequency of Performance Reporting…………………………………………………… 5

Attachment 1: PERFORMANCE REQUIREMENTS SUMMARY Attachment 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Contract Maintenance Services

The Contractor will be evaluated in accordance with the following:

1. PURPOSE

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

Contract Radio Maintenance Service Agreement for Motorola Astro Core P25 Equipment.

Contractor management conducting site visits.

Monitoring will be conducted by COR and Police Service Supervisory Police Officers reporting deficiencies to the CO.

This QASP does not detail how the Contractor accomplishes the work. Instead, it assumes 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. Government revisions to the QASP will be made via contract modification.

Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing maintenance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate maintenance services:

a. Contracting Officer (CO) – The CO shall ensure performance of all necessary actions for effective contracting, compliance with the contract terms, and safeguarding the interests of the United States in the contractual relationship. The CO shall also ensure 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.

b. Contracting Officer’s Representative (COR) – The COR is responsible for the technical administration of the contract and shall ensure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Organization or Agency: U.S. Department of Veterans Affairs, Palo Alto Health Care System, (VAPAHCS).

3. CONTRACTOR REPRESENTATIVES

The following employee(s) of the Contractor serve as the Contractor’s program manager(s) for this contract.

TBD

4. PERFORMANCE STANDARDS

The Contractor is responsible for the performance of all terms and conditions of the contract. CORs will provide contract progress reports quarterly to the CO reflecting performance on this plan and all other aspects of the resultant contract. The performance standards outlined in this QASP shall be used to determine the level of Contractor performance in the elements defined.

Performance standards define desired services. The Government performs surveillance to determine the level of Contractor performance according to these standards.

The Performance Requirements are listed below in Section 5. The Government shall use these standards to determine Contractor performance, compare performance to the standard, and assign a rating. At the end of the performance period, these ratings will be used, in part, to establish the past performance of the Contractor on the contract.

5. METHODS OF QA SURVEILLANCE

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

A. COR will utilize established procedures in reporting problems with the radio system to ensure constant operational status.

B. Active tracking of open workorder progress/status through weekly police service management meeting.

a. Delayed completion of priority and low priority work orders will be elevated to Contractor representative.

b. Further delay in completion of work orders will be further elevated to CO.

All record-keeping and documentation collected and maintained by the COR shall be accurate, complete, and current, and are subject to review by the CO at any time. After the contract award, any incidents of Contractor non-compliance with the terms of this contract, as supported by record-keeping documentation, shall be forwarded immediately to the CO. Quarterly, the COR will provide a written statement to the CO including a summary of Contractor actions and a statement indicating whether all requirements of the contract have been fulfilled as agreed.

The following performance measures will be utilized by VA in monitoring Contractor performance:

Licensing, Accreditation & Certification: Acceptable quality: no expired documents.

Technical Quality: Contractor will ensure all Radio System Technicians assigned to conduct maintenance on the radio system must be competent and trained in working on the radio system. It is also critical the radio technicians have extensive knowledge of VAPAHCS, particularly radio systems and design. They must also adapt to new technologies and troubleshoot technical issues.

6. RATINGS

Metrics and methods are designed to determine ratings for a given standard and acceptable quality level. The following ratings shall be used:

PASS: Performance meets contractual requirements and exceeds many to the Government’s benefit.

The contractual performance of the element or sub-element being assessed was accomplished with a few minor problems, for which corrective actions taken by the contractor were highly effective. Note:

To justify a PASS rating, you should identify multiple significant events in each category and state how it was a benefit to the GOVERNMENT. However, a singular event could be of such magnitude that it alone constitutes an exceptional rating. In addition, NO significant weaknesses should have been identified.

FAIL: Performance does not meet most contractual requirements, and timely recovery is unlikely. The contractual performance of the element or sub-element being assessed contains serious problems for which the contractor’s corrective actions appear ineffective. Note: To justify a FAIL rating, you should identify multiple significant events in each category that the contractor had trouble overcoming and state how it impacted the GOVERNMENT. However, a singular problem could be of such serious magnitude that it alone constitutes an unsatisfactory rating. A FAIL rating should be supported by referencing the management tools used to notify the contractor of the contractual deficiencies (e.g.

Management, Quality, Safety or Environmental Deficiency Reports, or letters).

7. DOCUMENTING PERFORMANCE

a. The Government shall document positive and/or negative performance. Any report may become part of the supporting documentation for any contractual action and preparing annual past performance using the Contractor Performance Assessment Report (CPAR).

b. If Contractor performance does not meet the PASS level, the CO shall inform the Contractor, normally in writing, unless circumstances necessitate verbal communication. In any case, the CO shall document the discussion and place it in the contract file. When the COR and the CO determine formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the CO. The CO will in turn review and present it to the Contractor's program manager for corrective action.

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 documenting how the Contractor shall correct the unacceptable performance and avoid recurrence. The CDR will also state how long after receipt the Contractor must present this corrective action plan to the CO. The Government shall review the Contractor's corrective action plan to determine acceptability. The CO shall ensure that the Contractor receives impartial, fair, and equitable treatment. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance and the acceptability of the Contractor’s corrective action plan.

Any CDRs may become part of the supporting documentation for any contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement.

The frequency of measurement is defined in the contract or otherwise in this document. The Government (COR or CO) will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Reporting.

The COR shall communicate with the Contractor and provide written reports to the Contracting Officer quarterly (or as outlined in the contract or COR delegation) to review Contractor performance.

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

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:

PREPARED BY: DATE: