A01.10_IDIQ_QASP_Region_5.pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN

(QASP)

Preventative Maintenance

63rd Regional Support Command

U. S. Army Reserve Centers, Region 5

Solicitation No. W91238-15-R-0036 Task Order Number: TBD

May 6, 2015

W91238-15-R-0036 63rd RSC FIS Region 5

QASP

INTRODUCTION

The purpose of the Quality Assurance Plan (QASP) is to provide a planned process to survey the contractor’s performance and compare the performance against the contractual requirements to determine compliance with the technical aspects of the contract. The QASP must have measurable inspection and acceptance criteria based on the level of performance.

BACKGROUND

USACE Sacramento District will award a Single Award Task Order Contract (SATOC) to provide Preventative Maintenance Services in the 63rd RSC Region 5 area of operation. The work shall include maintenance and repair type services. The Sacramento District has tasked the 63rd RSC Regional Facility Operations Specialist (rFOS) to provide for Contract Oversight, Inspection and Surveillance, and Contracting Officer’s Representative (COR) duties. Input and support will be provided to the COR/rFOS via the Government Area Facility Operations Specialist and the Facility Coordinator.

ROLES AND RESPONSIBILITIES

Contracting Officer – The Sacramento District person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government. The Contracting Officer ensures performance of all necessary actions for effective contract administration, ensures compliance with the terms of the contract, and safeguards the interests of the United States in the contractual relationship, while assuring the Contractor receives impartial, fair, and equitable treatment under the contract.

Contracting Officer’s

Representative (COR) – The person designated in writing by the Contracting Officer to act as his/her authorized representative to assist in administration of a contract (in this case the COR is an 63rd RSC RFOS). The COR’s limitations toward administration of the contract are contained in the written letter of designation.

The COR is responsible for the technical administration of the project and assures proper Government surveillance of the Contractor’s performance. In performing QA, the COR shall use the contractor’s PM Program and monthly PM Schedules as required by the contract section C Annex 1502000 spec item 3.2 (to be provided by the contractor after contract award). The COR is ultimately responsible for ensuring that the Government’s QA efforts, as carried out by the COR and the QARs, are reported to the Contracting Officer via the CORMS system. The COR is not empowered to make any contractual changes or to authorize contractual changes on behalf of the Government. This person must be qualified as specified in USACE Procurement Instruction Letter (PIL) 2012-06, and so appointed by the Contracting Officer.

Government (Quality

Assurance) Contracting

Officer Raymond

Greenheck

(CESPK)

COR (rFOS)

TBD

(63rd RSC)

QAR

TBD

Contractor (Quality Control)

KTR Project Mgr

TBD

KTR QC Mgr

TBD

https://cops.usace.army.mil/sites/CT/Procurement%20Instruction%20Letters%20PILs%20%20Active/PIL%202012-06-R1%20COR%20Certification%20and%20Training%20Requirements/PIL%202012-06-R1%20COR%20Certification%20and%20Training%20Requirements%20.pdf

Quality Assurance Representative (QAR) – A person designated by the 63rd RSC HQ and approved by the Contracting Officer to act as the COR’s authorized representative for the technical administration of the contract. The QA Representative provides detailed technical oversight of the Contractor’s performance and reports his/her findings to the COR in support of the COR’s technical administration duties. The QA Representative is not empowered to make any contractual changes or to authorize contractual changes on behalf of the Government. If the Facility Coordinator is assigned, the oversight will consist of ensuring the Contractor is on work site and has access to the facility per the approved schedule, plus coordinates, as necessary, with all other facility personnel.

Contractor – The Contractor is to comply fully with the terms and conditions of the contract and may recommend changes to the contract that will provide more effective operations or eliminate unnecessary costs. The Contractor is to assign a Quality Control Manager (CQM) to the project to manage, control and document his own, his suppliers, and his subcontractor’s activities relative to compliance with the contract requirements. The work activities include safety, environmental, submittal management, and all other related functions. Only the Contracting Officer may make contractual changes or to authorize contractual changes on behalf of the Government.

METHODS OF SURVEILLANCE

Simplified methods of surveillance will be used by the Government to evaluate contractor performance. The primary methods of surveillance are periodic assessments of work and customer feedback.

Periodic Assessment of Services (PAS) – See the Performance Assessment Report provided at appendix 1, which shall be utilized for the reporting of this effort and can be uploaded into CORMS (with backup additional documentation as applicable) via the monthly report to the Contracting Officer. For services that occur over a number of months, the COR will evaluate Contractor’s performance monthly and/or upon completion of services. Generally, the Government will rely on the Contractor’s Quality Control system to ensure that work conforms to contract quality requirements before they are tendered to the Government for acceptance.

Validated Customer Feedback (VCF) – See the Validated Customer Feedback form provided at appendix 2, which shall be utilized for the reporting of this effort and can be uploaded into CORMS (with backup additional documentation as applicable) via the monthly report to the Contracting Officer. Customer feedback is typically obtained via telephone or email. Telephonic customer complaints must be followed up in writing/email. To be considered valid, the customer complaint must clearly articulate the nature of the complaint, time, date, etc. The COR will investigate the complaint; if determined valid, the COR will advise the KO and the Contractor of the deficiency. Copies of valid complaints and the resolution must be retained in the official contract file.

Corrective Action Report (CAR) – See the Corrective Action Report form provided at appendix 3, which shall be utilized for the reporting of this effort and can be uploaded into CORMS (with backup additional documentation as applicable) via the monthly report to the Contracting Officer. In the event the Contractor’s performance does not meet the performance standards as required by the contract, the CAR shall be submitted to the Contracting Officer.

SURVEILLANCE PROCEDURES

Inspection results will be documented on the PAS report. The COR will use the PAS along with the Contractor’s Monthly Reports to document the work performed and the acceptable level performance by the contractor for payment.

Surveillance will be to the extent practical to assure the contractor provides quality services IAW the requirements of the contract. Surveillance could be validation of contractor supplied performance data.

If at any time the COR receives indicators (e.g. valid customer feedback 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 the current level of surveillance. If the issue is recurring and systemic in nature, the COR will perform more frequent surveillance.

The COR will notify the Contractor each time an unacceptable observation has been recorded and ask the Contractor to correct the problem. The COR will record the contract requirement, the specific deficiency to the requirement, the date and time it was discovered, and have the Contractor initial the entry. The Contractor is expected to correct the deficiency in accordance with requirements of the contract.

Deficiencies that are not corrected timely shall be reported to the Contracting Officer as soon as practicable.

The COR will re-examine the work that was found deficient. Failure to complete corrective actions will be reported immediately to the Contracting Officer for further action.

SURVEILLANCE STANDARD

The Performance Standard set forth in the RFP is the standard the Contractor must meet for work to be deemed acceptable. Generally, under commercial services contracts, the Government is relying on the Contractor’s assurances that the services conform to contract requirements. Consistent with FAR 52.212-4, Contract Terms and Conditions, (a) Inspection and Acceptance, the Contractor shall only tender for acceptance of work that conform to the requirements of the contract/order. The Government may require re-performance of nonconforming work at no increase in contract price. The Government reserves the right to refuse acceptance of nonconforming work. In no case shall the Government’s right to inspect work under the inspection provisions of the contract be prejudiced.

The Contracting Officer will notify the Contractor of failure to meet the acceptable quality levels through timely correspondence, and, if necessary, show cause, or cure notices sent directly to the contractor’s Project Manager. If the Contracting Officer determines that the contractor has failed to perform to the extent that termination for default is warranted, the Contracting Officer will proceed in accordance with appropriate termination procedures.

CONTRACT PERFORMANCE MATRIX

Specification Item

Performance Objective

Performance Standard Method of Surveillance

Deliverables

3.1 Service Calls Perform service call

work in a timely manner and ensure facilities, systems, and equipment are restored to a safe, operable condition and function properly.

Service call work is responded to and completed within the specified time.

Facilities, systems, and equipment are restored to operable condition and function properly in accordance with OEM specifications.

Work is accomplished per Spec Item 2.3, Workmanship and Material Standards.

When repair is complete the facility, system, or equipment does not present any hazard or danger to personnel.

See subtasks

See subtasks

3.1.1 Emergency

Service Calls

Respond to emergency service calls and arrest emergent conditions to minimize and mitigate damage to facilities, systems, and equipment, and danger to personnel.

Associated repairs are completed to ensure facilities, systems, and equipment are restored to a safe, operable condition and function properly.

Emergency calls responded to within 60 minutes of receipt of call during Government regular working hours and two hours of receipt of call outside of Government regular working hours.

Work is continued without interruption until emergent condition is arrested.

PAS (100%

inspection)

Performance Completion Report as required by spec item 3.1.

to operable condition and function properly in equipment does not present any hazard or danger to personnel.

3.1.2 Routine

Service Calls`

Complete routine service calls in a timely manner and ensure facilities, systems, and equipment are restored to a safe, operable condition and function properly.

Routine service calls are completed within five working days.

to operable condition and function properly in equipment does not present any hazard or danger to personnel.

PAS (100%

inspection)

Performance Completion Report as required by spec item 3.1.

3.2 Preventive

Maintenance (PM) Program

Develop and implement a PM program for systems and equipment to ensure proper operation, to minimize breakdowns, and to maximize useful life.

The Contractor’s PM program is submitted within 30 days following award.

PM is accomplished per the Contractor's program and work schedule.

Monthly PM schedules and unaccomplished PM reports are submitted.

Desk Audit (100% inspection)

PAS (20%

inspection of all systems receiving PM services as specified in 1502000 and 100% inspection of Fire Protection Systems

95%

VCF (as applicable)

3.3 Inspection, Testing, and Certification

Provide inspection, testing, and certification services to ensure equipment is maintained in a safe and fully operational condition.

All certifications are current.

Certifications are completed as scheduled.

Testing, inspection, and certification services performed in accordance with applicable references.

Repairs within the inspection, testing, and certification limit are accomplished prior to inspection, testing, and certification completion.

Notification of repair work exceeding the inspection, testing, and certification limit is submitted to the KO within the specified time limit.

Desk Audit all systems receiving inspection, testing, and certification services)

95%

3.4 Other

Recurring Services

Perform other recurring services on facilities, systems, and equipment to ensure they are fully functional and operational.

Facilities, systems, and equipment are in an operable condition and function properly in accordance with specified standards.

Other recurring services are completed per the Contractor’s approved program or schedule.

Monthly schedules and unaccomplished reports are submitted.

Desk Audit all systems receiving other recurring services as specified in 1502000)

95%

4 IDIQ Work IDIQ work will be ordered utilizing a task order. The order will specify the exact locations and types of work to be accomplished. The period of performance will be specified in each order.

Refer to IDIQ ELINs for task listings, descriptions and related requirements. All periods of performance are measured from issue date of order to acceptance of the work.

Performance Standards for IDIQ work will be the

PAS (100%

95%

PERFORMANCE RATINGS

Contractor performance ratings will be prepared by the COR in the Contractor Performance Assessment Reporting System (CPARS) and the rating will be based on the documented performance of the contractor during the period of the contract. A CPARS record is a powerful incentive for satisfactory performance (or above). Additionally, an interim CPARS record can be a powerful remedy for marginal or unsatisfactory performance. A final CPARS record is required for each ordering period of the base IDIQ contract. The Contracting Officer will not exercise upcoming options until evidence is presented that such a CPARS record applicable to the current ordering period exist. CORs are expected to thoroughly evaluate contractor performance and document it in the CPARS record. Further, CORs are encouraged to create interim CPARS as needed to correct less than satisfactory performance.

DOCUMENTATION

The COR will provide documentation of these QA efforts, as outlined within this QASP, to the Contracting Officer via the CORMS system . The documentation will consist of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of the contract.

APPENDICES

Appendix 1 Sample Periodic Assessment Report (PAS) Form Appendix 2 Sample Validated Customer Feedback (VCF) Form Appendix 3 Sample Corrective Action Report (CAR) Form same as those in Spec Item 3 where applicable.

Appendix 1 - Performance Assessment of Services (PAS) Report

PERFORMANCE ASSESSMENT OF SERVICES (PAS) REPORT

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

1. CONTRACT/TASK ORDER NUMBER 2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE 5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR NON-

CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-

CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 2 – Validated Customer Feedback (VCF)

CUSTOMER COMPLAINT RECORD

DATE/TIME OF FEEDBACK /

COMPLAINT

SOURCE OF FEEDBACK / COMPLAINT

ORGANIZATION BUILDING NUMBER INDIVIDUAL PHONE NUMBER

NATURE OF FEEDBACK / COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF FEEDBACK / COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 3 - 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