A07_Attachment_4_-_QASP_(2_June_2015).pdf

Quality Assurance Surveillance Plan (QASP) for

Audio Visual Facilitation and Engineering Support

Services

Submitted by:

G-3/5/7/CCSA/ Elsa Rubero

Name/Requiring Activity

Contracting Officer

1.0 INTRODUCTION

1.1. Purpose. The role of the government in quality assurance is to ensure contract standards are achieved. The purpose of the QASP is to identify the methods and procedures the government will use to evaluate contractor actions while performing the requirements in the

Performance Work Statement (PWS). It is designed to provide an effective surveillance method by monitoring contractor performance for each listed performance objective in the

Performance Requirements Summary of the Audio Visual Facilitation and Engineering

Support Services contract.

1.1.1. The QASP provides a systematic method to evaluate the services the contractor is required to furnish. The QASP is based on the premise the government desires to maintain a quality standard for the Audio Visual Facilitation and Engineering Support Services contract and that a service contract is the best means of achieving that objective.

1.1.2. The QASP has been developed by the requiring activity. It is designed to provide direction to personnel performing contract surveillance activities. Personnel surveying the contract terms and conditions and PWS requirements will periodically review the

QASP throughout the life of the contract/Task Order.

2.0. ROLES AND RESPONSIBILITIES

2.1. Contracting Officer’s Representative (COR). The COR is responsible for quality assurance guidance and to ensure that contract quality requirements, provision, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable.

2.1.1 The COR evaluates and documents contractor performance in accordance with the

QASP and PWS.

2.1.2. The COR notifies the Contracting Officer of any significant performance deficiencies.

2.1.3. The COR maintains surveillance documentation.

2.1.4. The COR recommends improvements to the QASP and PWS throughout the life of the contract.

2.2. Contracting Officer (KO). The Contracting Officer is responsible to safeguard the interests of the United States in contractual relationships. Only the contracting officer is authorized to bind the government and then, only to the extent of the authority delegated to them through the issuance of a warrant.

2.2.1. The KO delegates authority for inspection and/or acceptance in accordance with terms of the contract.

2.2.2. The KO informs the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

3.0. DESCRIPTION OF SERVICES

3.1 Scope of Work. The contractor shall provide all personnel, equipment, tools, materials, vehicles, supervision, and other items necessary as defined in the Performance Work

Statement (PWS).

4.0. QUALITY 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 contract.

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” contract is to ensure that the quality control program, approved at the beginning of the contract, 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. SURVEILLANCE

5.1. Surveillance Schedule. The Contracting Officer Representative (COR) will develop a surveillance schedule. Copies of the schedule shall be sent to the contract administrator five calendar days prior to the start of the month. The schedule shall be marked “FOR

OFFICIAL USE ONLY”. Changes to the surveillance schedule will be posted and copies sent to the contract administrator. Include documentation regarding reason for changes.

5.2. Surveillance Methods. This QASP will incorporate periodic surveillance, Random

Sampling, 100% inspection, and Validated Customer Complaints as the approach to insure the contractor complies with the PWS requirements. Re-performance is the preferred method of correcting any unacceptable performance.

5.3. Validated Customer Complaint. PRS#3, PRS#4, PRS#5, PRS#6 and PRS#7 will be surveyed using this method of surveillance. Anyone who observes unacceptable services, either incomplete or not performed, should immediately contact the COR. The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint to be valid, the COR will document the findings and notify the customer and the contractor. The COR will retain the annotated copy of the written complaint for the government’s files. If the complaint is valid, the contractor will be given four hours to correct the defect.

5.3.1. The COR should inform the customer the approximate time the defect will be corrected and advise the customer to contact the COR if the defect is not corrected. The COR will consider the customer complaint resolved unless notified otherwise by the customer.

5.3.2. The contractor shall return the written customer complaint document to the COR, completed with the actions taken to correct the defect. The government will retain this document to ensure the contractor has taken appropriate action(s) to prevent the recurrence of defects. The COR will retain and file the complaint form. At the end of each month, all validated complaints will be counted to determine if performance is satisfactory or unsatisfactory based on the criteria in the Performance Requirements

Summary.

5.4. Periodic Surveillance: PRS#3, PRS#5, PRS#6 and PRS#10 will be surveyed using this method of surveillance.

5.5 100% Inspection: PRS#1, PRS#2, PRS#8, PRS#9 and PRS #11 will be surveyed using this method of surveillance.

5.6 Random Sampling: PRS#7 will be surveyed using this method of surveillance.

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

Contracting Officer Representative, Contracting Officers, and Contract Administrators.

5.8 Unacceptable Performance. If the number of complaints/defects exceeds the performance threshold for any objective, 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 contract when Government-caused complaints/defects are the cause of unacceptable contractor performance. If the contractor’s performance is judged unacceptable for any requirement by the COR, COR will inform the contractor’s on-site representative, and request his or her signature and date of surveillance on documentation acknowledging notification. If the on-site contractor representative refuses to sign, COR personnel 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 surveillance, COR must refer the contractor to the contracting officer for resolution.

5.9 Revisions. 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 contracting officer must approve the revisions in writing before being used by COR personnel.

6.0 DOCUMENTATION REQUIREMENTS.

6.1. The Contracting Officer Representative is responsible for maintaining a Surveillance

Folder at a designated location. The following information should be contained in the

Surveillance Folder:

6.1.1. QASP

6.1.2. Contractor’s Quality Control Plan

6.1.3. Activity Log. A chronological log of the actions taken in the accomplishment of quality assurance.

6.1.4. Contract. Applicable portions of the contract and PWS, modifications, and delivery orders.

6.1.5. Appointment Letters and Training Certificates of the COR

6.1.6. Certification of Services Documentation

6.1.7. Surveillance Checklists

6.1.8. Quality Assurance Surveillance Schedules

6.1.9 Corrective Action Request Log

6.1.10 Corrective Action Requests

6.1.11 Monthly Surveillance Status Reports

6.1.12 Minutes/Memo’s/Miscellaneous Correspondence

7.0 PERFORMANCE REQUIREMENTS SUMMARY (PRS)

7.1 Overview. This PRS summary identifies critical success factors for the contract. It identifies both the performance objectives for those factors and the performance threshold required for each performance objective. The Government reserves the right to survey all services called for in the contract to determine whether or not the performance objectives and goals were met.

7.1.1 Lists the performance objectives for the required service that the Government will survey.

7.1.2 The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and

“Default”.

7.1.3 Will be used as the baseline to develop a QASP. The QASP will identify the surveillance methods the Government will use to evaluate the contractor’s performance.

7.1.3.1 Surveillance methods may include: Random Sampling, Random Inspection, 100% Inspection, Periodic Surveillance, and Validated Customer Complaint.

7.1.3.2 Methods of surveillance can change after contract award based on, but not limited to:

a. Acceptance of a contractor QC plan.

b. A partnering agreement which established the metrics to be used. c.

Contractor performance.

7.2 Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance threshold. Re-performance is the preferred method of correcting any unacceptable performance. The contractor shall provide the Government written response why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence of the cause will be prevented in the future.

7.3 Performance Requirements Summary

Performance Summary Table: The performance summary table briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

QASP for U.S. Army Command and Control Support Agency Audio

Visual Facilitation and Engineering Support Services contract

Performance Objective Standard Performance

Threshold

Method of

Surveillan ce PRS 1

PWS 1.6.9.6

General Information

The Contractor shall ensure that all contract personnel arriving or departing G-3/5/7 complete the required in and out- processing checklists and required actions.

Zero deviation 100% inspection

PRS 2

PWS 5.1.1

Hardware and Software

Licensing

The Contractor shall ensure software and hardware licenses are current, and provide accurate quantities of clients, including expected growth. The Contractor shall provide the COR with an inventory document which depicts number of licenses, licensed equipment, status, 90/60/30 days to expiration of licenses for respective equipment and software.

Zero deviation 100% inspection

PRS 3

PWS 5.2.1

Maintenance, Troubleshooting and

Diagnosis/Preventative

Maintenance

The Contractor shall examine and inspect on a daily basis all conference rooms to ensure they are operational. The Contractor shall keep AV equipment clean and void of dirt, dust or other materials

No more than

5% deviation

Periodic

Surveillance and

Validated Customer

Complaints which can affect equipment longevity and function.

PRS 4

PWS 5.2.8

Maintenance, Troubleshooting and

Diagnosis

The contractor shall troubleshoot, diagnose, and repair any problems with RSAC

Briefing Display Systems (BDS) components. The Contractor shall physically perform installation, problem diagnosis and resolution, relocation, or upgrade of audio systems, including the installation of requisite software and system configuration/testing.

Zero deviation Validated

Customer

Complaint

PRS 5

PWS 5.3.1

AV Systems Facilitation, Scheduling and Engineering

Support

Contractor shall provide scheduling, facilitation, engineering and AV support during the core hours of

0600-1800 and outside core hours on an as needed basis or in times of crisis or event that requires immediate and extended service.

No more that 5% deviation

Periodic

Surveillance and Validated

Customer

Complaints

PRS 6

PWS 5.3.4

Support

The Contractor shall ensure that

VTC sessions are monitored for quality of service and will take immediate action to resolve any issue that arises. Contractor shall log every

No more than 5% deviation

Periodic

Surveillance and Validated

Customer

Complaints issue or quality of service event with final resolution for each conference room or desktop VTC.

PRS 7

PWS 5.3.6

Support

The Contractor shall route, archive, and encode streaming (live or pre- recorded/archived) media broadcast content throughout the

HQDA-NCR customer service area using Envivio, Microsoft Media

Player, and Apple QuickTime, or any approved media software.

No more than

5% deviation

Validated

Customer

Complaints and random sampling

PRS 8

PWS 5.4.3

Technical Documentation, Policies and Presentation

Drawings, schematics, wiring diagrams, as built documents, SOP, technical manuals, and training documents shall not be older than 5 days from date of change or completion and no older than 60 days on all other documents.

No more than

5% deviation

100% inspection

PRS 9

PWS 5.5.1

Classified and Unclassified

System Accreditation

Contractor shall update the

Global Video Services (GVS) documentation for the CCSA VTC

Systems whenever a change is made.

Additionally, the Contractor shall coordinate and assist customer agencies in developing and maintaining the certification and accreditation (C&A) documentation for their equipment attached to the

AOC networks.

Zero deviation 100% inspection

PRS 10

PWS 5.6.1

Training

The Contractor shall train

USC personnel to provide help desk level AV support to customer base.

No more than

5% deviation

Periodic

Surveillance

PRS 11

PWS

TECHNICAL EXHIBIT

Contractor shall provide all reports on time as identified in the

PWS Technical Exhibit.

No more than 2% deviation

100% inspection

Types of Surveillance to select from:

R andom S amp ling: Appropriate for frequently recurring tasks. Evaluate randomly selected samples of the lot to determine the acceptability of the entire lot.

Random Inspection Guide: Lot size, sample size, performance requirement, sampling procedure, inspection procedure.

100 Percen t Ins p ecti on : Appropriate for tasks that occur infrequently. Inspect and evaluate performance each time task is performed

Peri odic S urveillance: Evaluation of samples selected on other than 100% or statistically random basis. (i.e. monthly, quarterly, semi-annually etc.)

V alid ated C ust omer C omp laint : Complaints must be validated.