AMENDMENT_0004_SOL_W15QKN16R0003_R-MAS_ATTACHMENT_0002_BASIC_QASP.pdf

Solicitation Number: W15QKN-16-R-0003 Recruiting, Management, and Administrative Services (R-MAS)

Attachment 0002 – BASIC - QASP

Quality Assurance Surveillance Plan (QASP) HR Solutions Recruiting, Management, and Administrative Support (R-MAS)

26 January 2017

1 Vision

1.1 Mission

3 Purpose

4 Authority

5 Roles and Responsibilities

5.1 Program / Project Manager

5.2 Contracting Officer (KO)

5.3 Contracting Officer's Representative (COR)

5.4 Other Key Government Personnel (RESERVED)

5.5 Contractor Representatives

6 Performance Requirements and Method of Surveillance

6.1 Contract Surveillance

6.2 Surveillance Matrix

Appendix 1 - Surveillance Matrix

Appendix 2 - Corrective Action Report (CAR)

Appendix 3 - Customer Complaint Record

Quality Assurance Surveillance Plan (QASP)

HR Solutions Recruiting, Management, and Administrative Support

(R-MAS)

1 Vision

To operate as the Army’s Preferred Strategic Source providing the Army, Department of Defense (DoD) and other Federal Agency customers assisted acquisition services to acquire cost efficient and effective Human Resource Services through enterprise-level performance-based contracts using streamlined acquisition processes that deliver quality services supporting our Soldiers, civilians, and their families.

1.1 Mission

As an Army Preferred Source, HR Solutions provides centralized acquisition management of enterprise-level, human resource, knowledge-based services and training to Department of Defense and other Federal Agency requiring activities. The contractor's role is to support the HR Solutions project directorate in accomplishing this mission.

3 Purpose

This Quality Assurance Surveillance Plan (QASP) is a Government-developed document used to determine if the contractor's performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

What will be monitored

How monitoring will take place

Who will be conduct the monitoring

How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the Government's surveillance of the contractor's performance to assure that it meets contract standards. It is the Government's responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not intended to duplicate the contractor's quality control plan.

The Government will provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP recognizes that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

4 Authority

Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provide for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

5 Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

5.1 Program / Project Manager

The PM provides primary program oversight, nominates the Contracting Officer's Representative (COR), ensures the COR is trained before performing any COR duties and supports the COR's performance assessment activities. While the PM may serve as a direct conduit to provide Government guidance and feedback to the contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the Government's behalf.

Assigned PM: Brent A. Thomas Organization or Agency: Program Executive Office (PEO) Product Lead Human Resource Solutions (PL HRS) Telephone: (502)624-1321 Email: brent.a.thomas4.civ@mail.mil

5.2 Contracting Officer (KO)

The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine and document the final assessment of the contractor's performance in the Government's past performance tracking system.

Assigned KO: Anthony Mauriello Organization or Agency: ACC-NJ Telephone: (609)562-1763 Email: anthony.o.mauriello.civ@mail.mil

5.3 Contracting Officer's Representative (COR)

The COR is responsible for providing continuous technical oversight of the contractor's performance. The COR uses the QASP to conduct oversight/surveillance. The COR shall keep a quality assurance file that accurately documents the contractor's actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance.

The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government's behalf.

5.4 Other Key Government Personnel (RESERVED)

5.5 Contractor Representatives

The following employees of the contractor serve as the contractor's Contract Manager and Alternate Contract Manager for this contract.

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

6 Performance Requirements and Method of Surveillance

This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

6.1 Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR's contribution is their professional, non-adversarial relationships with the KO, PM and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor's performance. Additionally, this QASP is based on the premise that the contractor, not the Government, is responsible for management and QC actions to successfully meet the terms of the contract.

6.2 Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix 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.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the contractor's performance as it relates to the performance element standards. The PRS should be used to form the foundation of the COR's inspection checklist.

This QASP is a living document and may be modified as needed to ensure the quality of services provided under this contract.

In evaluating the quality of contractor’s performance, the following performance ratings may be used.

Performance Rating

Criteria

Exceptional

Performance meets contractual requirements and exceeds many to the Government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good

Performance meets contractual requirements and exceeds some to the Government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal

Performance does not meet some contractual requirements.

The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions.

The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory

Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

Appendix 1 - Surveillance Matrix

Statements Standards/AQLs Inspections Ratings

3.1 The contractor shall submit proposals for human resource services task order requests (TORs).

a) Provides a timely proposal for 50% of task order requests for proposals issued in the mission area suite. A timely proposal is submitted on or before the proposal due date. Late proposals are considered no-bids. The first measurement period will be the first 24 months of this contract. This performance measure will be assessed annually thereafter. This measure will not be assessed if there are less than two

(2) task order requests issued in the measurement period.

AQL: The contractor submits a timely proposal for 30% of task order requests for proposals issued in the mission areas suite.

b) For each task order request proposal submitted, the proposal is complete 100% of the time. A complete proposal addresses all solicitation requirements. The offeror does not omit any required proposal submission information in

What: Contracting Officer's Award Report How: 100% inspection of all task order solicitations yearly Who: Contracting Officer Incentive: Contractor could be placed in dormant status IAW para H (Dormant Status) or ramped off Standard(s): Inspection applies to all standards either format or content that prevents the Government from evaluating the proposal equitably.

AQL: The contractor submits not more than one incomplete proposal per contract period.

3.2 The contractor shall submit quality proposals.

a) Provides technical proposals rated Satisfactory or higher at least 50% of the time. The first measurement period will be the first 24 months of this contract. This performance measure will be assessed annually thereafter. This measure will not be assessed if there are less than three (3) task order requests issued in the measurement period. Any results from a decentralized order will not be counted in this measure.

AQL: The contractor submits technical proposals that are rated Satisfactory or higher at least 40% of the time.

What: Source Selection Evaluation Results How: 100% inspection on a yearly basis Who: Contracting Officer Incentive: The contractor's CPAR rating will be impacted

3.3 The contractor shall submit accurate

a) 100% of submitted invoices are accepted in Wide Area Work Flow (WAWF) the first time submitted.

What: Wide Area Work Flow and Invoice Tracking spreadsheet.

and complete documentation for task order invoices.

AQL: 90% of submitted invoices are accepted in Wide Area Work Flow (WAWF) the first time submitted.

How: 100% inspection. Reporting will be on a monthly basis. Trend analysis will take place on a quarterly basis.

Who: COR Incentive: Contractor shall address actions to improve task order invoicing processes in the contract status report.

Contractor could be placed in dormant status IAW para (H- Dormant Status para) and or ramped-off

3.4 The contractor shall provide quality, management oversight, accurate data/reports, and meet task order objectives for all services and products required.

a) All task orders issued under the contract receive a satisfactory or higher rating for quality of services/products in CPARs.

AQL: No more than one task order with a marginal rating for quality of services/products on task order CPARs. No unsatisfactory ratings.

What: The Quality of Services/Products section of finalized CPARs for task orders issued under this contract.

How: 100% inspection on an annual basis. Only CPARs finalized during the year will be considered in the inspection.

Who: COR Incentive: Contractor could be placed in dormant status IAW para H (Dormant Status) or ramped off Standard(s): a

3.5 The contractor shall adhere to all schedule timelines for milestones, delivery schedules, and administrative requirements.

Deliverables:

D002 Contract/Task Order Status Report

a) All task orders issued under the contract receive a satisfactory or higher rating for schedule in CPARs.

AQL: No more than one task order with a marginal rating for schedule on task order CPARs. No unsatisfactory ratings.

What: The Schedule section of finalized CPARs for task orders issued under this contract.

How: 100% inspection on an annual basis. Only CPARs finalized during the year will be considered in the inspection.

Who: COR Incentive: Contractor could be placed in dormant status IAW para

3.6 The contractor shall be effective at forecasting, managing, and controlling cost.

a) 100% of task orders that have one or more cost reimbursement, CPFF, or labor hour CLINs receive a satisfactory or higher rating for cost control in CPARS.

AQL: No deviation from standard.

What: The cost control section of finalized CPARs for task orders issued under this contract.

How: 100% inspection on an annual basis. Only CPARs finalized during the year will be considered in the inspection.

Who: COR Incentive: Contractor shall provide a corrective action plan to the COR Contractor could be placed in dormant status IAW para H (Dormant Status) or ramped off

3.7 The contractor shall successfully integrate and coordinate all business relations activities for contract/task order.

a) 100% of task orders issued under the contract received a satisfactory or higher rating for business relations on task order CPARs.

AQL: No more than one task order with a marginal rating for business relations on task order CPARs. No unsatisfactory ratings.

b) No COR evaluation ratings below satisfactory.

AQL: No deviation from standard on COR evaluation ratings.

What: The Business Relations section of finalized CPARs for task orders issued against this contract.

How: 100% inspection on an annual basis. Only CPARs finalized during the year will be considered in the inspection.

Who: COR Incentive: Contractor could be placed in dormant status IAW para

3.8 The contractor shall provide responsive key personnel.

Deliverables:

D004 Key Personnel Listing

a) Quality: The contractor CM and ACM effectively performed the functions described in PWS para

2.12.5.1 and the contractor's key personnel effectively performed the functions described in the key personnel paragraph of any associated task orders.

AQL: No deviation from standard.

b) Timeliness: Key Personnel provide a response to the Government for any given request for information either on this contract or any associated task order on or before the deadline established in

What: Customer Feedback from the KO, other CORs, and Business Manager How: Customer Feedback on a quarterly basis Who: COR Incentive: Contractor shall provide a corrective action plan to the COR Contractor's CPAR rating could be impacted Standard(s): a What: Customer Feedback from the KO, other CORs and the Business Manager the request.

How: Customer Feedback on a quarterly basis Who: COR Incentive: Contractor shall provide a corrective action plan to the COR Contractor's CPAR rating could be impacted Standard(s): b

3.9 The contractor shall recruit and retain qualified personnel to perform on task orders.

a) Zero instances of a performance location being unsupported resulting in a Government-documented impact to services on any task order issued under this contract.

AQL: For performance at more than one location, one instance of a location unsupported for a monthly reporting period resulting in a documented impact to services. For requirements with performance at only one location, no deviation from standard

b) Zero instances reported of contractor employees that do not meet the qualifications specified in the task order.

What: Contractor Status Report COR task order reports How: 100% inspection on a monthly basis. Quarterly analysis for trends.

Who: COR Incentive: Contractor shall provide an approved corrective action plan to provide support to the Government location(s) to bring performance to standard to the

COR.

The contractor shall reimburse the Government for days missed.

Contractor could be placed in dormant status IAW para H (Dormant Status) or ramped off

What: Customer Feedback from CORs on task orders COR reports How: Customer Feedback on quarterly basis Who: COR Incentive: Contractor shall provide a corrective action plan to the COR Contractor could be placed in dormant status IAW para H (Dormant Status) or ramped off Standard(s): b

Appendix 2 - Corrective Action Report (CAR)

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

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 by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Appendix 3 - Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY