Attachment_0001_QASP_-_Final_12_July.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR OFFICE CHIEF OF PUBLIC AFFAIRS

Communication Planning, Execution, Products, Research, Evaluation and Assessments

1.0 INTRODUCTION.

1.1 Purpose: The purpose of the Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to monitor and evaluate contractor performance for the requirements in the Performance Work Statement (PWS). It is designed to provide an effective surveillance method by monitoring contractor performance for each listed performance objective in the Performance Requirements

Summary (PRS).

1.1.1 The QASP provides a systematic method to evaluate the services the contractor is required to furnish. The QASP is based on the premise the

Government desires to maintain a quality standard for Communication

Planning, Execution, Products, Research, Evaluation and Assessment.

1.1.2 The QASP has been developed by the requiring activity. The QASP defines the essential roles and responsibilities of the integrated product team. The

QASP sets forth performance standards, evaluates contractor performance against those standards and establishes correction action procedures as appropriate. It is designed to provide direction to personnel performing contract surveillance activities.

1.2 Performance Management Strategy/Approach: The performance management approach is to control and incentivize contractor performance based on established methods, procedures and ratings. The approach is described in this section.

1.2.1 The contractor’s performance is surveyed against the performance metrics in the PRS. The surveillance methodology applied will be specific to the performance metric being monitored (See PRS Chart).

1.2.2 Personnel surveying the contract terms and conditions and PWS requirements will periodically review the QASP throughout the life of the contract. The review will occur bi-yearly (April and January) of each calendar year through the life of the contract.

1.2.3 The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2.0. ROLES AND RESPONSIBILITIES.

2.1. Government. The role of the Government in quality assurance is to ensure the contractor is performing in accordance with the contract requirements and contract standards are achieved.

2.2. Contracting Officer. The Procuring Contracting Officer (PCO) is responsible for monitoring contract compliance, contract administration, cost control and safeguarding the interests of the United States Government in contractual relationships. Only the

PCO is authorized to bind the Government and then, only to the extent of the authority entrusted to them through the limitations of their warrant.

2.2.1. The PCO will designate a Contracting Officer Representative (COR) at the time of award. Any additional representatives, aside from the appointed COR, serving as technical inspectors/acceptors will be designated by the PCO.

2.2.2. At the time of award, the PCO will inform the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

2.3. Contracting Officer Representative (COR). The COR is designated in writing by the

PCO to act as his or her authorized representative to assist in administering the contract.

COR limitations are contain in the written appointment letter. The COR is not empowered to make any contractual commitments, or to authorize any contractual changes on the Government’s behalf. Any changes that may affect contract price, terms or conditions shall be referred to the PCO for action.

2.3.1. The COR is responsible for technical administration of the project and to ensure proper Government surveillance of the contractor’s performance.

2.3.2. The COR serves as the eyes and ears for the Contracting Officer at the contractor’s site.

2.3.3. The COR monitors contractor performance to ensure contract requirements are met for: Performance, Cost, and Schedule.

2.3.4. The COR ensures that contract quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable.

2.3.5. The COR evaluates and documents contractor performance in accordance with this QASP, PWS and contract requirements.

2.3.6. The COR notifies the Contracting Officer of any significant performance deficiencies using a Contractor Discrepancy Report with supporting documentation.

2.3.7. The COR maintains surveillance documentation.

2.3.8. In coordination with the PCO, the COR may recommend improvements to the

QASP and PWS throughout the life of the contract.

3.0. DESCRIPTION OF SERVICES.

3.1. Scope of Work. The Office of the Chief of Public Affairs (OCPA) informs and educates the American people, keeps the Army informed and helps establish the conditions that lead to trust and confidence in America’s Army and its readiness to conduct operations in peacetime, conflict and war. This effort is for the procurement of support services which include: management and technical expertise to provide operational support, development, coordination, integration, synchronization, program management, prototype development and fabrication and employment of supporting materials including, but is not limited to, graphics, web-based materials and brochures.

The Contractor shall provide technical expertise in business consulting, process engineering, full-spectrum communication, information technology (IT) operations; and management in support of Communication Planning, Communication Execution and

Products, Communication Research, and Communication Evaluation and Assessment.

The Contractor shall provide support of Army communication challenges which involve extremely sensitive issues, large programs, supporting soldiers and families and telling the Army story to diverse audiences and centers of influence. A detailed description of the requirements are included in Section 4 of the PWS. The primary objective of this

Army communication support services effort is to accurately and effectively support

Army communication through:

Communication Planning

Communication Execution and Products

Communication Research

Communication Evaluation and Assessment

4.0. QUALITY REQUIREMENTS.

4.1. Quality Control Program. The contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract. Details of these controls will be document (when required) in the contractor’s Quality Control

Program document.

4.2. Level of Performance Evaluation. The contractor will be evaluated in the following

Performance Objective Areas: (1) Communication Planning, (2) Communication

Execution and Products, (3) Communication Research, (4) Communication Evaluation and Assessment, (4) Personnel Competency, (5) Documentation, (6) Personnel Training in accordance with (IAW) DoD/Army Policy, (7) iWATCH Training, (8) Trafficking in

Persons IAW FAR 52.222-50 and (9) Effective Cost Management Controls.

4.3. Timely Feedback to the Contractor. Timely feedback to the contractor on deliverables that do not meet contract requirements will be provided by the COR in coordination with the PCO, and documented in writing as required. Prompt feedback is essential so the contractor can develop and implement a corrective action plan. The contractor’s corrective action must be reported to the COR in coordination with the

PCO for approval.

5.0. SURVEILLANCE.

5.1. The COR will perform monthly surveillance based on the quality and effectiveness of the contractor’s data deliverables as well as the services provided. Regardless of the surveillance method, the COR shall always contact the contractor's quality manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, when designated, shall be responsible for monitoring the contractor’s performance in meeting specific performance standards.

This surveillance is included in monthly COR Reports.

5.2. Surveillance Schedule: The COR will develop a surveillance schedule. Copies of the schedule shall be sent to the contract administrator five calendar days prior to the start of the month. The schedule shall be marked “FOR OFFICIAL USE ONLY”. Changes to the surveillance schedule will be posted and copies sent to the contract administrator.

Include documentation regarding reason for changes.

5.3. Surveillance Methods: The below surveillance methods may be used by the

Government to evaluate contractor performance to ensure the contractor complies with the PWS requirements.

5.3.1. Validated Customer Complaints. Relies on the user of the service to identify deficiencies. This includes observations of unacceptable services, either incomplete or not performed. These are to be reported to the COR.

The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint to be valid, the COR will document the findings and notify the customer and the contractor. The COR will retain the annotated copy of the written complaint for the Government’s files. If the complaint is valid, the contractor will be given four hours to correct the defect.

5.3.1.1 The COR should inform the customer the approximate time the defect will be corrected and advise the customer to contact the COR if the defect is not corrected. The COR will consider the customer complaint resolved unless notified otherwise by the customer.

5.3.2. The contractor shall return the written customer complaint document to the

COR, completed with the actions taken to correct the defect. The government will retain this document to ensure the contractor has taken appropriate action(s) to prevent the recurrence of defects. The COR will retain and file the complaint form. At the end of each month, all validated complaints will be counted to determine if performance is satisfactory or unsatisfactory based on the criteria in the Performance Requirements Summary.

5.3.3. Random Sampling: It is designed to evaluate the outputs of the award requirement by randomly selecting and inspecting a statistically significant sample. This is usually the most appropriate method for recurring tasks with objective and measurable quality attributes. With random sampling, services are sampled to deter-mine if the level of performance is acceptable. Random sampling works best when the number of in-stances of the services being performed is very large and a statistically valid sample can be obtained.

Computer programs may be available to assist in establishing sampling procedures.

5.3.4. Periodic Inspection: These services are monitored monthly. Periodic activities will have a predetermined, specified time frame within which the tasks must be accomplished. Periodic inspection method will be used on specific task from 5.1 through 5.6.9.

5.3.5. Surveillance Team: The surveillance team consists of the following key players: Contracting Officer Representative, Technical Representative, Contracting Officer and Contract Administrator.

5.4. Unacceptable Performance: If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects will not be counted against the contractor. The same applies to any other requirement of the contract when Government-caused complaints/defects are the cause of unacceptable contractor performance. If the contractor’s performance is judged unacceptable for any requirement by the COR, the COR will document the discrepancy as a non-conformance and inform the contracting officer (if needed) for resolution. Significant (major non-conformance) performance deficiencies must be submitted to the Contracting Officer using a Contractor Discrepancy Report and include supporting documentation.

6.0. DOCUMENTATION REQUIREMENTS.

6.3. A copy of Contract Data Requirements List (CDRL) Reports shall be provided to the

COR in coordination with the PCO. Issues and concerns that cannot be resolved at the working level or which impact on contractual requirements shall be reported to the PCO for resolution and contractual action.

6.4. The COR will document contractor performance via monthly COR Reports in the COR

Tool.

6.5. Contract Manpower Reporting Application. The COR is responsible for validating the contractor’s input into the Contract Manpower Reporting Application (CMRA) website at http://www.ecmra.mil/. The COR is to obtain a user name and password, and validate that the contractor has completely filled in required contractor information at the CMRA website by 30 November of the first year of the contract and annually by 30

November thereafter for the duration of the contract, or sooner if the contract is closed out. The COR shall perform this validation during the month of November each year.

The COR shall report the CMRA results in the November Monthly COR Report (due in

December of each year) to the PCO each year.

http://www.ecmra.mil/

7.0. PERFORMANCE REQUIREMENTS SUMMARY (PRS).

7.3. Overview. The chart below establishes the PRS. The PRS details and identities the contractor requirements by performance objectives that related directly to mission essential elements from the PWS. The performance threshold describes the minimum acceptable levels of service required for each contractor requirement. These thresholds define minimum acceptance standards critical to mission success.

7.4. Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance threshold. Revising and resubmitting the documentation at no cost to the Government is the preferred method for correcting unacceptable performance. The contractor shall provide the Government a written response as to why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence of the cause will be prevented in the future.

7.5. Performance Objectives, Indicators, Thresholds, and Surveillance Methods. The services required by the contractor are summarized into performance objectives and indicators, along with the minimum standards that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of quality or service required for each requirement. These thresholds are critical to mission success.

PERFORMANCE REQUIREMENTS SUMMARY/QUALITY ASSURANCE SURVEILLANCE PLAN

Performance

Requirement

Performance

Measure /

Indicator

Standard

Performance

Threshold /

Acceptable

Level (APL)

Method of Surveillance

Corrective

Actions

Communication

Planning to include the performance, development and comprehensive panning for executing communication operations.

Communication

Planning and Army

Public Affairs

Portal/Website

Management through development, coordination, design and development of web-based and print products.

Project

Management and

Support through project level communication.

Timeliness

Quality

Effectiveness

Effectiveness

All Communication

Planning will be met.

Planning shall correlate with the required standards.

All Communication

Planning shall be provided in compliance with all

DOD, Army, and

OCPA PM guidance, Regulations and

Directives.

All Communication

Planning shall utilize current tools and implement new tools as they become available.

No deviation

98% compliance

98% compliance

COR Reports, Random Sampling, Periodic

Inspection and Customer

Feedback.

COR Reports, Random Sampling, Periodic

Contractor will immediately correct or establish an acceptable remedy within five (5) working days.

establish an acceptable establish an acceptable establish an acceptable

Communication

Execution and

Products through formulation and support of campaign plans assessment data gathering

Timeliness

Quality

Execution and

Products will be met.

All Communication

Execution and

Products shall correlate with the required standards

Random Sampling, Periodic

Inspection and Customer establish an acceptable establish an acceptable