QASP_ENS.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Introduction

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Emergency/Mass Notification System. This plan sets forth the procedures and guidelines used to ensure the required performance standards or services levels are achieved by the contractor.

Purpose

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

Performance Management Approach

The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved.

Performance Management Strategy

The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control program (QCP). The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS.

The Contracting Officer

The contracting officer (KO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the Government Point of Contact (GPOC). The KO will designate one GPOC as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the KO. The KO will designate a GPOC to assist in administering the contract. Any changes the contractor deems may affect contract price, terms or conditions shall be referred to the KO.

METHODOLOGIES TO MONITOR PERFORMANCE

Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are (include those that apply)

Random monitoring, randomly sampling a statistically significant sample

100% Inspection – evaluates all outputs

Periodic Inspection –a comprehensive evaluation of selected outputs

Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction.

Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Acceptable Quality Levels

The acceptable quality levels (AQLs) a r e included in the Quality Assurance Surveillance Plan to assess contractor performance. The Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. The government will not provide payment for services not received IAW PWS.

Quality Assurance Surveillance Plan (Required Services )

Required Services (Tasks)

Performance Standards

Acceptable Quality

Levels

Methods of Surveillance

Kick off meeting PWS 5.1 Complies 100% of the time.

100% Inspection

Initial Training PWS 5.2 Complies 100% of the time.

100% Inspection

Initial Site Implementation

PWS 6.1 Complies 100% of the time.

100% Inspection

Remaining 40 Sites Implementation

PWS 6.1 Complies 100% of the time.

100% Inspection

Technical Support PWS 7.1 Complies 100% of the time.

Periodic Inspection

User Training PWS 7.2 Complies 100% of the time.

Periodic Inspection

Contractor Manpower Reporting

PWS 9.0 Inputs data NLT 31 October of the following fiscal year.

100% Inspection

Initial Site Implementation

PWS 6.1 Complies 100% of the time.

100% Inspection

Remaining 40 Sites Implementation

PWS 6.1 Complies 100% of the time.

100% Inspection

Technical Support PWS 7.1 Complies 100% of the time.

Periodic Inspection

User Training PWS 7.2 Complies 100% of the time.

Periodic Inspection

Contractor Manpower Reporting

PWS 10.0 Inputs data NLT 31 October of the following fiscal year.

100% Inspection