Attachment_B__QASP_ACES.pdf

Quality Assurance Surveillance Plan

For

Army Continuing Education System Support Services Contract

Jon P. Martel Dean Moore

Contracting Officer Contracting Officer’s Representative

MICC-ISP IMCOM-ACES

Fort Sam Houston, Texas Fort Sam Houston, Texas

TABLE OF CONTENTS

Subject Page Number

1. Overview 3

2. Description of Services 3

3. Roles and Responsibilities 3

4. Contract Quality Requirements 5

5. Government Surveillance 5

6. Non-Conforming Performance 6

7. Deduct Plan 7

8. Data Analysis 7

9. Acceptance of Services 7

10. COR Status Report 7

11. Contractor Manpower Reporting Application (CMRA) 7

12. Contractor Performance Assessment Reporting System (CPARS) 7

13. Combating Trafficking In Persons 7

14. COR/Quality Assurance Surveillance Files 8

15. QASP Changes 8

1. Overview.

1.1. Purpose. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to ensure it receives the services under this contract as identified in the Performance Work Statement (PWS).

1.2. Intent. The intent of this QASP is to: 1) ensure Contractor performance meets or exceeds contract terms, conditions and specifications; 2) hold the Contractor accountable for quality control; and 3) encourage the Contractor to take appropriate steps to control and improve quality.

Accordingly, the Government will perform surveillance on the contract in accordance with this

QASP, but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure that the rendered services conform to contract requirements. The Government also reserves the right to perform quality assurance at the

Subcontractor level and perform quality assurance at the contractor's place of business, if applicable. Resolution of non-conforming services discovered at the Subcontractor level will be addressed with the prime Contractor.

2. Description of Services.

2.1. Scope of Work. The objective of this contract is to provide support services to assist

Government professionals in the delivery of adult education services at sites throughout the world. The Contractor shall provide education support services necessary to execute the Army

Continuing Education System’s mission of promoting lifelong learning opportunities. The

Contractor shall assist ACES professionals in the delivery of adult education programs and shall provide all personnel, equipment, tools, materials, vehicles, supervision, and other items necessary to provide Centralized Education Support Services as defined in the Performance

Work Statement (PWS).

2.2. Type of Contract. The Government intends to award a firm-fixed price contract with cost reimbursable Other Direct Costs (ODC) for travel in Korea only.

3. Roles and Responsibilities.

3.1. Government.

3.1.1. Contracting Officer (KO). The KO is the only person with the authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

3.1.2. Contracting Officer’s Representative (COR). The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the

Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the

Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies;

coordinate availability of Government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order. The KO is the final authority for determining the adequacy of the Contractor’s performance. KO decisions arising under or relating to the contact are final.

3.2. Contractor.

3.2.1. Contract Manager.

3.2.2. Project Manager. The Contractor shall provide a Program Manager who shall be responsible for the performance of work, contract compliance and quality control. The name of this person and an alternate, who shall act for the Contractor when the manager is absent, shall be designated in writing and a copy of designation shall be provided to the Contracting Officer within five days of contract award. The

Program Manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The Program Manager and Alternate Program Manager shall have, at a minimum, a Master’s degree from a college or university that is accredited by a national or regional accrediting agency recognized by the U.S. Department of Education. Each shall have a minimum of five (5) years program management experience and extensive knowledge of education programs and services for the military. If any change in Program Manager occurs during the life of the contract, the

Contractor shall submit to the HQ IMCOM COR the resume of the replacement person and a new designation letter within three (3) days of the change. The replacement Program Manager shall meet the minimum qualifications for this position. The Program Manager shall be directly accountable to the contractor’s top corporate management to mitigate conflicts of interest with the OSCs or first line supervisors. The Program Manager’s responsibilities include, but are not limited to:

1) Primary point of contact with the Government;

2) Ensure that there are a sufficient number of trained and qualified employees and substitute personnel to meet the service requirements of this contract at all listed locations, to include remote locations, at all times,

3) Ensure that a management structure is in place that shall be responsible for effective and timely coordination and management of all work required under this contract, and

4) Ensure that all deliverables and other terms of this contract are accomplished

Pacific Region Manager (This position is SCA Exempt).

The Contractor shall designate one employee to serve as a Regional Manager for locations in Korea and

Japan only. Due to Status of Forces Agreement (SOFA) requirements, it is essential the Contractor have a

Pacific Region Manager located in Korea who is experienced with SOFA timelines/processes. This shall ensure a smooth phase-in process, contract start-up, and contract execution in Pacific locations. The

Contractor shall have this position operational within five (5) days of contract award. The specific

Pacific Regional Manager duties and responsibilities shall be depicted in the Contractor's technical proposal. SOFA requirements and processes are located in Technical Exhibit 4. The Pacific Region

Manager shall have a minimum of five (5) years general managerial experience as well as knowledge of host country requirements, SOFA timelines/processes, Non-combatant Evacuation Operations (NEO), and contingency operations. The Pacific Region Manager’s information will be provided to the HQ IMCOM

COR within five (5) days of contract award.

4. Contract Quality Requirements.

4.1. Contractor’s Quality Control Program. The Contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract.

The Contractor shall ensure services are performed in accordance with this PWS. The

Contractor shall identify, prevent, and ensure non-recurrence of defective services.

4.2. Government Quality Assurance. The Government shall evaluate the Contractor’s performance under this contract in accordance with this QASP. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance and minimum acceptable defect rate(s).

5. Government Surveillance.

5.1. Methods of Surveillance. The following Methods of Surveillance will be utilized in monitoring the Contractors’ performance:

5.1.1. Periodic Inspection

5.1.4. Customer Feedback. The DA Form 5477, Customer Complaint Record, Attachment 2, will be used to document/record all complaints. The following procedures will be followed when a complaint is received.

• The COR will investigate and determine the validity of the complaint.

• If the complaint is determined to be invalid, the COR will inform the person who submitted the complaint of the reason(s) as soon as practical.

• For validated complaints that are true contractual non-conformances, the procedures in paragraph 6 below will be followed.

5.2. Surveillance Schedule. A Surveillance Schedule will be created each month utilizing the

DA 5475, COR Surveillance Schedule, Attachment 3. The schedule is “FOR OFFICIAL USE

ONLY” and is not releasable to anyone other than authorized Government personnel. A copy of the Surveillance Schedule will be filed in the Virtual Contracting Enterprise (VCE), COR

Management Tool, https://cor.army.mil/, (Either as an Attachment to the Monthly COR Status

Reports or uploaded separately in the Miscellaneous Documents Section of the CORs’ Online

File.).

5.3. Surveillance Instructions/Checklists. Surveillance Checklists, Attachment 4, will be utilized and completed when surveillances are conducted.

https://cor.army.mil/

5.4. Surveillance Documentation. The applicable Surveillance Checklist(s) will be completed when/as Surveillances are conducted. Completed Surveillance Checklist(s) will be filed in the

Virtual Contracting Enterprise (VCE), COR Management Tool, https://cor.army.mil/, (Either as an Attachment to Monthly COR Status Reports or uploaded separately in the Miscellaneous

Documents Section of the CORs’ Online File.).

6. Non-Conforming Performance. Non-conformance occurs when a Contractor fails to meet

Contract or Task Order terms, conditions and/or specifications. All instances of non-conformance will be documented and the Contractor will be notified. Resolution of non-conformance discovered at the Subcontractor level will be addressed with the prime Contractor.

Non-conformance is classified as either: Level I (Minor); Level II (Major); or Level III (Critical).

6.1. Level I (Minor). Level I non-conformance is not likely to materially reduce the usability of services for their intended purpose or is a departure from established standards having little bearing on completing the contract requirement. Minor non-conformances can usually be corrected on the spot and can be issued to the Contractor through either a verbal or written

Contract Discrepancy Report (CDR). However, the Government is still required to document verbal Level I CDRs. The COR may issue verbal Level I CDRs directly to the appropriate level of Contractor management. The COR will notify the KO as soon as practical when a verbal

Level I CDR is issued and document them in their Monthly Reports. If the non-conformance cannot be corrected on the spot, the Contractor shall be given a suspense date to correct the deficiency. The KO will issue and sign written Level I CDRs, Attachment 5.

6.2. Level II (Major). Level II non-conformance is likely to result in failure of the services to meet contract requirements. Also, repeated discrepancies, a large number of documented Level I

CDRs and trends indicating failure of the Contractor’s quality control program can be classified as Level II CDRs. The KO issues all Level II CDRs in writing, Attachment 5. The COR will notify the KO as soon as practical when a major non-conformance is identified.

6.3. Level III (Critical). Level III non-conformances result in hazardous or unsafe conditions due to the manner in which the services are performed; prevent or impact a vital agency mission as a result of performance; or are for repeated or uncorrected Level II CDRs. The Contracting

Office Director or Deputy Director issues written Level III CDRs. The COR is responsible for notifying the KO immediately upon discovery of a critical non-conformance.

6.4. Documenting CDRs. Documentation, as a minimum, will include: the Contract or Task

Order number; reference to the specific contract requirement; the specific discrepancy to the requirement; where it was discovered; the date and time it was discovered; Contractor representative who was notified; and the suspense date for Contractor response/corrective action.

6.5. Tracking and Resolving CDRs. All CDRs, verbal and written, regardless of issuer will be included in the COR’s Monthly Report. The COR and KO shall track CDRs to ensure the

Contractor indentifies and takes appropriate corrective action to the root cause and the specific non-conformance is corrected within the required timeline. The KO will make a final written determination of the Government’s remedies if the non-conformance is not corrected by the

Contractor after receiving notice and a reasonable opportunity to correct the work.

https://cor.army.mil/

7. Deduct Plan. This acquisition does not include a Deduct Plan.

8. Data Analysis. Data Analysis will be performed to identify trends in cost, schedule and/or performance risks. The results of Data Analysis will be documented in COR Status Reports and may be used to make adjustments to surveillance schedules, increase or decrease surveillance, if deemed appropriate. Negative trends noted using Government data/observations could result in issuing the Contractor a Contract Discrepancy Report. Trends noted using Contractor data will not result in a CDR unless the Contractor is not addressing the negative trend.

9. Acceptance of Services. When all services have been deemed acceptable and there is documented objective quality evidence to support acceptable performance the COR will accept the services provided and authorize payment of the Contractor. This is accomplished by approving the Contractor’s Receiving Reports in Wide Area Workflow at https://wawf.eb.mil/.

10. COR Status Report. COR Status Reports will be submitted on a Monthly basis to the

Contracting Officer via the COR Management Tool. COR Status Reports will provide a synopsis of the Contractors performance for the inclusive dates of the report. The synopsis will contain a summary of: surveillances performed; Customer Feedback, if any; CDRs, if any; an analysis of the Contractors performance; recommended adjustments to surveillance schedules;

and any other pertinent contract information. Completed Surveillance Checklists and CDRs, if any, will be included as attachments to COR Status Reports or uploaded separately in the

Miscellaneous Documents Section of the CORs’ Online file.

11. Contractor Manpower Reporting Application (CMRA). In accordance with Office of the Secretary of Defense Memorandum, Enterprise-wide Contractor Manpower Reporting

Application, dated 28 Nov 2012, the Contractor must report contractor manpower to the

Contractor Manpower Reporting website at https://cmra.army.mil. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year.

The COR shall verify that the Contactor has complied with the required contractor manpower reporting annually and document the results in the VCE, COR Module, CORs’ Online File, CMRA section.

12. Contractor Performance Assessment Reporting System (CPARS). Documented surveillance data (COR Status Reports, Completed Surveillance Checklists, Customer Feedback and CDRs, if any) will be used to support CPARS ratings. CPARS will be completed in accordance with AFARS, Subpart 5142.15 – Contractor Performance Information.

13. Combating Trafficking In Persons (CTIP). In accordance with PGI 222.17 and FAR

52.222-50, the KO will be notified immediately of any information from any source that alleges a Contractor employee, subcontractor and/or subcontractor employee has engaged in conduct that violates the United States Government “zero” tolerance policy regarding trafficking in persons.

14. COR/Quality Assurance Surveillance Files. The official COR/Quality Assurance

Surveillance File will be maintained in the on-line COR Management Tool per Army

Contracting Command Pamphlet, 70-1.

https://wawf.eb.mil/ https://cmra.army.mil/

15. QASP Changes. This QASP is a living document and, as such, may be changed as needed based on Data Analysis (trends), contract modifications, etc. The COR will send any recommended changes to the Contracting Officer for approval and the Contracting Officer must approve all changes.

Dean W. Moore

Education Services Specialist, COR

HQ, IMCOM, G1/ACES

Jon P. Martel

DAC, Supervisory Contract Specialist

MICC-FSH

Attachments:

1. Performance Requirements Summary (PRS)

2. Customer Complaint Record, DA Form 5477

3. Surveillance Schedule, DA Form 5475

4. Surveillance Checklist(s)

5. Contract Discrepancy Report, DA Form 5479

Attachment 1

Performance Requirements Summary (PRS)

Performance Objective Performance Standard Performance Threshold Incentives /

Disincentives

PRS #1. The contractor shall submit complete, accurate, and timely deliverables.

Complete, accurate, and timely deliverables

IAW TE 3.

Timeliness: 98% on time deliverables per quarter.

Accuracy: 98% accuracy, no more than 2% return for correction per quarter.

Contractor shall provide a Corrective Action Plan

(CAP) to the COR and

ACOR.

PRS #2. Contractor shall perform Reception and

Administrative services.

(PWS, Paras 5.1 – 5.1.24)

IAW SOP or other written directive.

95% accuracy required at each delivery location based on

Government monthly SCOR surveillance checklist.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

PRS #3. Contractor shall determine and document clients’ education goals, develop plans to achieve those goals, and monitor progress toward those goals. (PWS, Para 5.2.2)

IAW SOP or other written directive.

95% accuracy required at each delivery location based on

Government monthly SCOR surveillance checklist.

Remediation Plan: If negative feedbacks such as negative ICE comments are received, observe minimum of three sessions. Based on observations, take appropriate actions that could include review of SOP(s), regulations, and directives and/or retraining.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

PRS #4 Contractor shall perform Automation and

Technology services. PWS, Paras 5.3 – 5.3.2.13)

Contractor responded to the required

Automation and

Technology task within four (4) hours of reported incident.

90% accuracy required at each delivery location based on monthly Government SCOR surveillance checklist.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

PRS #5 Contractor shall maintain positive control of all test items and equipment

(security of the tests is the

IAW required regulations.

100% accuracy required at each delivery location based on monthly Government SCOR surveillance checklist.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less

Contractor's highest priority). (PWS, Para 5.4.3) than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

PRS #6 Contractor shall perform test administrative task. (PWS, Para 5.4.1)

IAW SOP or other written directive.

95% accuracy required at each delivery location based on monthly Government SCOR surveillance checklist.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

PRS #7 Contractor shall provide College and Career

Readiness Enhancement

(C2RE) academic basic skills remediation, test preparation, prerequisite study for service schools and college classes, and military professional development training via face to face or electronic/ virtual methods (e.g., live video/live chat, etc.).

(PWS, Para 5.5.3)

IAW SOP, AR 621-5,

and/or current written directives.

90% accuracy required at each delivery location based on monthly Government SCOR surveillance checklist.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

PRS #8 Contractor Career

Skills Program Coordinator shall coordinate with employers, professional associations, unions, and industry leaders, education providers and garrison leaders to capitalize on training that will produce high-value jobs or careers for veterans; from initial concept to establishment of a partnership and execution, with minimal cost to the government. (PWS 5.7.5)

IAW Army Directive

2015-12 95% accuracy required at each delivery location based on monthly Common Operating

Picture (COP) documentation, and ICE comments.

Documented Contractor performance will be used to substantiate objective ratings for CPARS ratings. Trends of less than acceptable performance could result in reductions in monthly payments at the discretion of the

Contracting Officer.

Attachment 2

Customer Complaint Record, DA Form 5477

DA FORM 5477

Attachment 3

Surveillance Schedule, DA Form 5475

DA FORM 5479

Attachment 4

Surveillance Checklist(s)

COR Inspection Checklist & Data Report (Fixed Firm Price Contract)

Meeting Contract Requirements

Contractor:

Contract Number:

Service Provided:

COR Name:

Date: YES No N/A

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments summary, to include, positive trends, negative trends, concerns, customer comments, and any additional COR comments:

Attachment 5

Contract Discrepancy Report, DA Form 5479

DA FORM 5475