W519TC-24-R-2049_Attachment_0004_ELT_QASP_dated_30APR2024.pdf

Quality Assurance Surveillance Plan (QASP) English Language Training Support

Services

W519TC-24-R-2049

Page 2 of 12�

1 Vision…………………………………………………………………………………………………

1.1 Mission………………………………………………………………………………………………... 3

2 Purpose…………………………………………………………………………………………………. 3 3 Authority……………………………………………………………………………………………….. 4 4 Roles and Responsibilities……………………………………………………………………………

4.1 Program / Project Manager…………………………………………………………………………... 4

4.2 Contracting Officer (KO)…………………………………………………………………………….. 4

4.3 Contracting Officer’s Representative (COR)………………………………………………………

4.4 Other Key Government Personnel…………………………………………………………………... 5

4.5 Contractor Representatives…………………………………………………………………………... 5 5 Performance Requirements and Method of Surveillance…………………………………………

5.1 Contract Surveillance………………………………………………………………………………

5.2 Surveillance Matrix…………………………………………………………………………………

Appendix 1 – Surveillance Matrix……………………………………………………………………….. 7 Appendix 2 – Corrective Action Report (CAR)………………………………………………………... 10 Appendix 3 – Customer Complaint Record…………………………………………………………… 11 Appendix 4 – Performance Assessment Report (PAR)……………………………………………….. 12

Quality Assurance Surveillance Plan (QASP)

1. Vision

Shaping the future by investing in the Soldiers of the Ministry of the National Guard to support the time-honored military heritage through sharing of new knowledge, skills, tactics, and doctrine on behalf of this great country.

1.1 Mission

To implement a professional American English training program that builds communication which in turns enables warfighting functions (movement and maneuver, intelligence, fires, sustainment, command and control, and protection) and battle staff proficiencies through operator level equipment and weapons training and leadership training at all levels. The English Language Course (ELC) shall provide premier American English language training to advance the strategic partnership between the United States and the Kingdom of Saudi Arabia by enabling the attendance of U.S.

Military CONUS Schools to train leaders within the Ministry of the National Guard.

2. 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:

Areas Monitored: Language training, communication methods, and language testing areas will be monitored.

Monitoring Method: Monitoring will take place through periodic COR/Advisor inspections and customer feedback from the Ministry of the National Guard (MNG).

Performance Evaluators: Key Advisors assigned to G7, OPM-SANG.

Monitoring Method(s): IAW OPM-SANG directed QASP parameters.

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 part of the contract nor is it intended to duplicate the contractor’s Quality Control Plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The Government may provide a copy of the QASP to the contractor to facilitate open communication.

In addition, the QASP should recognize 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.

3. Authority Authority for issuance of this QASP is under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides 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.

4. Roles and Responsibilities Personnel assigned to oversee and coordinate surveillance activities.

4.1 Program Manager

The PM provides primary program oversight, nominates the 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: Alfred Hunte Organization: OPM-SANG Telephone: x7330

4.2 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: Derek Schnorrenberg Organization or Agency: ACC-RI Email: derek.m.schnorrenberg.civ@army.mil

4.3 Contracting Officer’s Representative (COR)

The COR is the technical representative and is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file the 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.

4.4 Other Key Government Personnel:

OPM-SANG advisors will be assigned IAW Performance Plans and the PWS.

4.5 Contractor Representatives

Upon award each functional area will be assigned a contractor counterpart/contact for each of the specific areas of the PWS.

5. Performance Requirements and Methods of Surveillance Periodic Inspections Customer Feedback

5.1 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/QA actions to successfully meet the terms of the contract.

5.2 Surveillance Matrix

The Surveillance Matrix (Attachment 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.

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

Exceptional Performance meets contractual requirements and exceeds many to the Governments benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the Governments benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The Contractors proposed actions appear only 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 of the element or sub element contains serious problem(s) for which the contractors corrective actions appear or were ineffective.

CriteriaPerformance Rating

ACCEPTABLE

QUALITY

LEVELS (AQL)

PERFORMANCE

OBJECTIVE

STANDARD

PERFORMANCE

THRESHOLD

METHOD OF

SURVEILLANCE

Observations

1 The contractor shall designate a Program Manager (PM). The PM will supervise and direct all English language training (EL T) efforts. in support of MNG, to include English Language Training Programs (EL TPs) at NGMS. the PM shall serve as the primary point-ofcontact (POC) to OPM- SANG and MNG in regard to (IRT) EL T.

PWS 1.8 Satisfactory:

100°/o of key personnel identified and hired within 30 days and performing within 90 days Unsatisfactory:

key personneI not identified and hired within 30 days and performing within 90 days

100 % inspection

2 Contractor maintains a normal work schedule of five (5) working days per week, two (2) nine (9) working hour shifts per day, and 90 working hours per week. The contractor work schedule is adjusted to accommodate the authorized holidays.

PWS 1.5.3.1

PWS 1.5.3.2

PWS 1.5.4.3

PWS 1.5.4.3.1

PWS 1.8

Satisfactory:

Designated amount of people per shift by name and position per location Unsatisfactory:

Designated person not present and/or accounted during shift

Monthly Random Sample

3 The contractor observes holidays per the PWS which will be based on the school's calendar which will be dictated by MNG. In the event contractor personnel work on a scheduled holiday, they are entitled to compensatory time off on a day-for-day basis.

PWS 1.5.3.1

PWS 1.5.3.2

Satisfactory:

Prior coordination with KO Unsatisfactory:

Scheduled person not present and/or accounted during shift

Monthly Random Sample

4 The contractor authorized employees' absences consistent with the accomplishment of the requirements of the PWS.

The contractor ensured Key Personnel in critical positions have a hierarchy established to maintain seamless performance of duties during absences.

The contractor notified the ACO or COR of planned contractor absences at least 30 days in advance.

PWS 1.5.4.3 Satisfactory:

1) 100% of staff on the force structure performing within 60-days after security packet submission to MOI; and, if applicable

2) vacant position is filled/hired within 30-days and performing within 60-days.

Unsatisfactory:

1) < 100% of staff on the force structure performing within 30-days after contract award; and, if applicable,

2) vacant position is not filled/hired within 30-days and performing within 60-days.

Random Sample

5 The contractor ensures that personnel dress is neat, professional and meets all safety requirements. When conversing with government personnel, during business meetings, over the telephone, via electronic mail, the contractor shall identify themselves as such.

Contractors identify themselves on any attendance sheet or any documents they may review.

OSHA

Regulations

Satisfactory:

maintaining identified standard of professionalism Unsatisfactory:

any instance of not meeting professional standards

Random inspection

6 Contractor completed the Transition-in plan per the contract and the PWS.

PWS 1.12.1 Satisfactory:

maintaining records to identified standard of applicable publication Unsatisfactory:

finding of 3 non-compliant records

Submitted as a part of proposal

7 Contractor completed the Transition out plan per the contract and the PWS.

PWS 1.12.2 Satisfactory:

Complete within 90 days of starting transition Unsatisfactory:

Not transitioned in 30 days

Submitted as a part of proposal

8 The Contractor key positions possess the qualifications outlined in the PWS. The contractor has provided the personnel in the quantities specified for the labor categories to serve as key positions for this effort.

PWS 1.8 Satisfactory:

1) 100% of staff on the force structure performing within 60-days after contract award; and, if applicable,

2) vacant position is filled/hired within 30-days of vacancy and performing within 60-day of hire.

Unsatisfactory:

1) < 100% of staff on the force structure performing with 90-days after contract award; and, if applicable,

2) vacant position is not filled/hired within 30-days and performing within 60-days.

100% Inspection following contract award, then semiannual Periodic Inspection (upon KO/COR request) inspection of training records/certific ations

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ELT QASP addition.pdf