Attachment 8 - QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1.0 Purpose.

This Quality Assurance Surveillance Plan (QASP) is a government developed and applied document used to provide a standard of surveillance for monitoring the actions and performance for the (MCoE) Student Support Information Technology (IT) Support Services contract.

This QASP establishes the approach the government will use to conduct surveillance of the contractor’s quality control. The intent is to ensure that the contractor performs in accordance with performance metrics set forth in the contract documents, that the government receives the quality of services called for in the contract, and that the government only pays for the acceptable level of services received.

2.0 INTRODUCTION.

2.1 The role of the Government in quality assurance is to ensure task order standards are achieved. This QASP has been developed to evaluate contractor performance while implementing the Performance Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirement Summary (PRS) in the support contract.

2.1.1The QASP is based on the premise the government desires to maintain quality and standards. The QASP is a tool for use in government administration of the PWS and remains subject to revision at any time by the government throughout the contract performance period. It .provides a systematic method to evaluate the services the Contractor is required to furnish.

2.1.2 The contractor is responsible for management and quality control actions to meet the terms of the contract. The role of the government’s quality assurance (QA) representative is to ensure the contractor performs quality control to adequately meet contract standards The QASP has been developed by the requiring activity. It is designed to provide direction to personnel performing Task Order surveillance activities. Personnel surveying the Task Order terms and conditions and PWS requirements will periodically review the QASP throughout the life of the Task Order.

2.1.3 The QASP is a living document and, as such, may be changed as needed. The contractor’s quality control plan/program is the mechanism for evaluating product quality. The contractor is required to maintain a comprehensive program of inspections and monitoring actions. However, the Contracting Officer (KO) must approve changes. The COR will submit recommended changes to the KO for approval.

2.1.4 From the start of the contract, all contractor operational procedures and quality assurance measures will be tested and implemented. As the performance period progresses, the levels of surveillance may be altered for service areas in cases where performance is either consistently excellent or consistently unsatisfactory. If observations reveal consistently good performance, then the amount of surveillance may be reduced. If observations reveal consistent deficiencies, increased surveillance may be implemented.

3.0 Government Roles and Responsibilities.

The purpose of QA is to ensure that the contractor is fully performing its QC responsibilities and meeting its obligations to the government. The roles and responsibilities of the stakeholders involved in QA are described below.

3.1 Contracting Officer (KO). The KO is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the Contracting Officer’s Representative (COR) and the contractor. The KO will designate a COR as the government representative for performance management. The number of additional government representatives serving as inspector depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the KO.

3.1.2 The KO is responsible to safeguard the interests of the United States in contractual relationships. Only the KO is authorized to bind the Government and then, only to the extent of the authority delegated to them through the issuance of a warrant.

3.1.3 The KO delegates authority for inspection and/or acceptance in accordance with the terms of the task order.

3.1.4 The KO informs the Contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the task order.

3.2 Contracting Officer Representative (COR). The COR is designated in writing by the KO to act as his or her authorized representative. The COR will assist the KO with the technical administration of the contract to ensure proper government surveillance of the contractor’s performance. Any COR limitations will be identified with the designation letter. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes the contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. The COR is responsible for quality assurance (QA) monitoring, provisions, standards, and that thresholds are defined, practical, enforceable, necessary, and verifiable and for completion of forms/reports used to document the inspection and evaluation of the contractor’s work performance. Government surveillance will occur under the terms and conditions of the contract for inspection.

3.2.1 The COR notifies the KO of any significant performance deficiencies.

3.2.2 The COR maintains surveillance documentation.

3.2.3 The COR recommends improvements to the QASP and PWS throughout the life of the task order.

4.0 Scope of Government QA Surveillance Performance 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 task order.

4.1.1 The quality control program is the driver for quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” task order is to ensure that the quality control program, approved at the beginning of the task order, provides the measures needed to lead the Contractor to success.

4.1.2 Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

5.0 Performance Reporting /Surveillance Procedures.

5.1 Surveillance Schedule. The COR will develop a surveillance schedule based on risk, concentrating surveillance on the highest risk areas first. Additionally, the surveillance scheduled will be developed based on the analysis of results of previous surveillance. Evaluations will be to the extent practical to assure the Contractor provides quality services IAW the requirements of the task order. Evaluations could be evaluation/validation of Contractor supplied performance data, inspection checklists, as well as analysis of customer feedback, for performance trends and to ensure valid customer concerns are resolved timely. Copies of the schedule will be sent to the task order administrator five (5) calendar days prior to the start of the month. The schedule will be marked “FOR OFFICIAL USE ONLY”. Changes to the surveillance schedule will be posted and copies sent to the task order administrator. Changes will also include documentation regarding reason for changes.

5.1.2 If at any time the COR receives indicators (e.g. valid customer complaints or notes Performance Standards are not being met) that the Contractor’s performance is less than acceptable, the COR will investigate to determine if this is a onetime issue that has been promptly corrected, or if the discrepancy is systemic in nature. If the issue is determined to be an isolated occurrence, the COR will continue with regularly scheduled evaluations. If the issue is reoccurring and systemic in nature, the COR will perform more frequent evaluations.

5.1.3 The COR will notify the Contractor each time an unacceptable observation has been recorded or if the number of complaints/defects exceeds the performance threshold for any objective and ask the Contractor to correct the problem (task order deficiency report). The COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the Contractor. The same applies to any other requirement of the task order when Government-caused complaints/defects are the cause of acceptable Contractor performance. The COR will record the task order requirement, the specific deficiency to the requirement, the date and time it was discovered, and have the Contractor initial the entry. If the on-site Contractor Representative refuses to sign, the COR shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the Contractor disputes the results of the surveillance, the COR must refer the Contractor to the KO for resolution. The Contractor will be given two working days after notification to correct the deficiency IAW requirements of the task order.

5.1.4 The COR will re-examine services that were found deficient. Deficiencies that cannot be corrected within two working days or failure to complete corrective actions will be reported immediately to the KO for further action.

5.1.15 Upon satisfactory completion of the work, the COR will accept the services provided and authorize payment, by approving the Contractor’s invoice in Wide Area Workflow.

5.6 Surveillance Methods. This QASP will incorporate several methods of assessment by COR as the approach to ensure the Contractor complies with the PWS requirements. Re-performance is the preferred method of correcting any unacceptable performance.

5.6.1 Random Sampling. Random sampling is a statistically based method that assumes receipt of acceptable performance if a given percentage or numbers of scheduled assessments are found to be acceptable. The results of these assessments help determine the Government’s next course of action, if necessary, and whether adjustments in this method of assessment are necessary.

5.6.2 100% Inspection. This surveillance/assessment will be used for those tasks that occur infrequently, including tasks that cannot be random sampled because the sample size for a small lot may exceed the lot size. It will also be used for tasks having very stringent performance requirements.

5.6.3 Periodic Surveillance (consists of the evaluation of samples selected on other than 100% or statistically random basis). Periodic sampling is similar to random sampling, but it is planned at specific intervals or dates.

5.6.4 Customer Feedback. Customer feedback is firsthand information from the actual users of the service. It will mostly be used to supplement other forms of evaluation and assessment.

5.7 Surveillance Team. The surveillance team consists of the following key players: COR and KO.

5.8 Revision. Revisions to this QASP are the joint responsibility of the requiring activity and the contracting office. However, as a result of partnering with the Contractor, surveillance checklists may be revised jointly by COR personnel and Contractor personnel. The KO must approve the revisions in writing before being used by COR personnel.

6.0 PERFORMANCE STANDARDS.

6.1 The performance standard, as set forth in this PWS and PRS, is the standard Contractor must meet for a particular Performance Objective to be deemed acceptable. The maximum degree of deviation from the requirement is the percent defective or the maximum number of defects per month that can be reached without the performance being considered overall unsatisfactory for a particular Performance Objective. Exceeding the number of defects or percent will cause the service to be deemed unsatisfactory.

7.0 DOCUMENTATION REQUIREMENTS.

7.1 The COR is responsible for maintaining a Surveillance Folder at a designated location. The following information should be contained in the Surveillance Folder:

7.1.1 QASP

7.1.2 Contractor’s Quality Control Plan

7.1.3 Activity Log (a chronological log of the actions taken in the accomplishment of quality assurance)

7.1.4 Task Order (applicable portions of the task order and PWS and modifications)

7.1.5 Appointment Letters and Training Certificates of the COR

7.1.6 Certification of Services Documentation

7.1.7 Surveillance Checklists

7.1.8 Quality Assurance Surveillance Schedules

7.1.9 Corrective Action Request Log

7.1.10 Corrective Action Requests

7.1.11 Monthly Surveillance Status Reports

7.1.12 Minutes/Memo’s/Miscellaneous Correspondence

8.0 RECORDS. The COR will maintain an official contract file of all documents and correspondence related to the contract using the Procurement Integrated Enterprise Environment (PIEE) Post Award Admin tools.