2019_04_AWG_Security_System_Maintenance_QASP.pdf

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QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Asymmetric Warfare Group Security System Maintenance

Contract Number: ______________________________

Date of Award: ________________________________

Contractor’s Name and Address: ______________________________

Location:

Contracting Officer (KO):

Primary Contracting Officer’s Representative (COR):

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1. Introduction. This Quality Assurance Surveillance Plan (QASP) has been developed to ensure the performance of critical contract elements related to the Asymmetric Warfare Group (AWG) Access Control Office. This mission resides primarily at the Special Security Office (SSO). The QASP serves as the plan for surveillance of performance and identifies the performance requirements, evaluation metrics, inspection methods, and procedures to be used in monitoring Contractor performance. This QASP includes specified milestones for performance and methods of surveillance, thresholds for acceptable and unacceptable performance, and inspection plans.

1.1. Overview. This QASP outlines the procedure for surveillance of the contract. Included are procedures for evaluating the Contractor’s performance and how key requirements and deliverables will be inspected.

1.2. Purpose. The purpose of the QASP is to provide Government quality assurance (QA) guidelines.

Government QA is to ensure the AWG receives the services it pays for and to confirm that Government customers are satisfied with the products and services received from the Contractor. The QASP has been developed to evaluate Contractor actions while accomplishing the Performance Work Statement

(PWS).

1.3. Objective. This QASP is to be used as a guide for measuring Contractor performance. The contracting officer (KO) administering the contract and the appointed AWG Security Office COR will use this as a tool for performance evaluation purposes.

1.4. QASP Is Not Part of the Solicitation/Contract. This QASP is not part of the solicitation nor will it be made part of any resulting contract. The Government provides contract requirements in the PWS as part of the solicitation and may provide the successful contactor an informational copy of the QASP to enable the Contractor to enhance the Quality Control (QC) Program that interrelates with the Government's QASP. The Government retains the right to change surveillance methods and QA procedures and increase or decrease the degree of surveillance efforts to ensure contract compliance.

2. Responsibilities. The Contractor is responsible for management and QC actions to meet the terms of the contract. The role of the Government QA is to ensure contract requirements are received.

2.1. AWG Security is mandated to maintain a quality standard for scheduling and oversight of the deliverables listed in the PWS. Due to the sensitivity and the nature of this contract, AWG Security must monitor performance and ensure that services are rendered in an expedited manner with little room for failure.

2.2. Duties and Responsibilities. The following Government resources shall have responsibility for the implementation of this QASP:

2.2.1. Contracting Officer (KO) – The KO is duly appointed with the authority to enter into contracts and make related determination and findings on behalf of the Government. The KO is designated via a written warrant which sets forth limitations of authority. The KO ensures performance of all necessary actions for effective contract compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the KO that assures the Contractor receives impartial, fair, and equitable treatment under the contract. The KO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

2.2.2. Primary Contracting Officer’s Representative (COR) – The Primary COR, designated in writing by the KO, is authorized to monitor Contractor compliance with the PWS requirements. The Primary COR regularly reports surveillance results to the KO. The limitations of authority are contained in a written letter of designation. The Primary COR is not empowered to make any contractual commitments or to authorize any changes on the Government’s behalf. The Primary COR promptly furnishes the KO with any requests for changes, deviations, or waivers to the contract (whether generated by Government personnel or the Contractor).

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2.2.3. Supporting CORs - Supporting CORs, designated in writing by the KO, are authorized to perform the actual on-site surveillance for selected AWG Security activities and will report to the Primary COR.

Key duties of Supporting CORs include the following:

Performs surveillance, as required by this QASP, to receive, accept, and inspect all reports, deliverables, and outputs and make recommendations to the Primary COR for administrative actions.

Furnishes the Primary COR with any requests for changes, deviations, or waivers to the contract (whether generated by Government personnel or the Contractor).

2.2.3.1. Limitations on the Authority. The CORs have no authority to allow the Contractor to deviate from contract requirements or to direct or interfere with the methods of performance by the Contractor or to issue modifications directly to any of the Contractor's personnel.

2.2.3.2. Standards of Behavior. The CORs will be honest in their official dealings and treat others in a fair and courteous manner. The CORs should be especially careful in dealing with Contractor personnel.

The CORs must maintain good professional working relationships with Contractor personnel but they must guard against undue friendliness or intimate social association with the Contractor's personnel.

When possible, the CORs should only work with the Contractor's Program Manager, an official representative designated by the Contractor. Sometimes the CORs will also have to work with various subordinates and subcontractor representatives. The CORs must make sure that all such contacts are made with the full knowledge and consent of the Contractor’s Program Manager.

2.2.3.3. Relationships with Contractor Personnel. The CORs must establish cordial but professional relationships:

The CORs must be strict about compliance with the contract but reasonable in interpretation of subjectively judged requirements.

The CORs must maintain a good working relationship between Contractor personnel and themselves, although CORs will not let anything divert them from faithful protection of the Government's interests.

2.2.3.4. Prohibition Against Gratuities or Favors. The CORs, as with all Government employees, are prohibited from accepting any gratuities or favors of any nature whatsoever - either directly or indirectly -from any Contractor. This law must be obeyed without exception. The Contractor shall be aware of the pertinent statutes and legal actions that can be taken for violations.

2.2.4. Customers. Customers who use or benefits from SSO services are various Department of Defense (DoD) personnel and other DoD and Army activities. For the purposes of this QASP, the customers will assist in conducting QA by providing information on Contractor performance through the Customer Feedback Program and the completion and submission of Customer Feedback Forms.

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3. Inspection Plan Organization. The following chart depicts the inspection plan organization in this QASP which corresponds to the paragraph requirements in the PWS:

4. Methods of Surveillance.

4.1. Surveillance. AWG SSO CORs, for the activities noted in the inspection plan summary (paragraph

4.2 below), will evaluate the services required in the PWS. CORs will inspect completed requirements to ensure Contractor compliance with the appropriate paragraphs of the PWS. CORs will record the results of each inspection, noting the date and time of inspection in accordance with the requirement’s inspection plan. Supporting CORs will report overall inspection results to the Primary COR. The Primary COR will use the overall inspection results to answer the KO and Contractor’s periodic requests to complete performance surveys.

4.2. Inspection Plan Summary.

PWS Key Requirement COR Activity Performance Metrics

5.0.1 Installation of badge readers, cameras, controllers and system override buttons, as required, to include copper cabling, fiber optic cable and required electrical connections.

SSO At least 95% of maintenance requests are completed by requested timelines. All others are coordinated with the Government for extensions or exceptions. Acceptable rework completed within 2 workdays.

5.0.2 Perform preventative maintenance on all

systems

SSO Facility is maintained and operational 98% of the time. Operational disruptions due to facility repair/construction problems occur less than 2% of the time.

5.0.3 Perform system setting and configuration

changes.

SSO At least 95% of system setting and configuration change requests are completed by requested timelines.

All others are coordinated with the Government for extensions or exceptions. Acceptable rework completed within 2 workdays.

5.0.4 Perform troubleshooting on all systems SSO At least 95% of maintenance requests are completed by requested timelines. All others are coordinated with the Government for extensions or exceptions. Acceptable rework completed within 2 workdays.

5.0.5 Perform repair and/or replacement of

components on all systems

SSO Facility is maintained and operational 98% of the time. Operational disruptions due to facility repair/construction problems occur less than 2% of the time.

5.0.6 Perform emergency maintenance on all

systems as required 24 hours a day, 365 days a year, and a 2 hour response time from when contacted by personnel for the AWG facilities located on Fort George G. Meade, Maryland 20755 and Fort A.P. Hill, Virginia 22427.

SSO At least 95% of maintenance requests are responded to within 2 hours of notification. All others are coordinated with the Government for extensions or exceptions.

Acceptable rework completed within 2 workdays.

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5.0.7 Troubleshoot and repair the electrical

systems associated with the existing security systems. Electrical system contains various voltages up to 480 volts A/C. Electrical wiring would need to be repaired from the panel to the individual components to include underground electrical wiring. Wiring may or may not be in electrical conduit.

SSO At least 95% of maintenance requests are completed by requested timelines. All others are coordinated with the Government for extensions or exceptions. Acceptable rework completed within 2 workdays.

5.0.8 Troubleshoot and repair all aspects of

perimeter security systems, including but not limited to cameras, fence lift arms, automatic gates (including wiring, motors, rollers, controller, security interfaces, etc…), and fence motion sensors associated with the existing security system within 24 hours of notification.

SSO At least 95% of maintenance requests are completed by requested timelines. All others are coordinated with the Government for extensions or exceptions. Acceptable rework completed within 2 workdays.

5.0.9 Map and document security system

architecture, providing 1, 24 x 36 inch and 1 copy of 13 x 18 inch printed drawings and 1 DVD copy of digital as built style CAD drawings.

SSO 100% of 24 x 36 inch and 1 copy of 13 x 18 inch printed drawings and 1 DVD copy of digital as built style drawings are completed. As built drawings are delivered within 30 days of completion of work.

5.0.10 Provide receipts and invoices for all

parts/equipment purchases in Wide Area Work Flow (WAWF) within 7 days.

SSO At least 95% of receipts and invoices are provided in WAWF within 7 days of completion.

5.0.11 Provide the government POC with a

written list of recommended equipment/parts upgrading for approval prior to execution.

SSO 100% of recommended upgrades are approved by government POC prior to execution.

6. Inspection Procedures.

6.1. Primary Function. CORs have the primary function to evaluate Contractor performance. In order for evaluations to be conducted in an efficient and accurate manner, and minimize the opportunity for a dispute, it is important that CORs follow certain procedures when they schedule, conduct, and document inspections. CORs will maintain a complete quality assurance file. The file will contain logs and records of all reports and deliverables received from the Contractor along with any documentation of evaluations, recommendations, or actions related to COR performance of the quality assurance function, including the originals of the worksheet for each inspection plan. Each month, Supporting CORs will forward the inspection results to the Primary COR to be maintained for the life of the contract. At termination or completion of the contract, the Primary COR will forward the complete package to the KO to be retained in the contract files.

6.2. Surveillance Methods:

6.2.1. 100 Percent Inspection. This is an inspection method whereby all observations are monitored. It is preferred when the requirement is so critical that nonperformance would pose a direct risk to the safety of personnel or property, or when the work occurs infrequently and the output is small.

6.2.2. Planned Sampling or Periodic Inspections. Planned sampling is a method whereby some part but not all of the Contractor’s performance is evaluated. Work outputs are selected in accordance with criteria established in the QASP. The criteria must be documented and applied consistently throughout

P a g e 6 the observation period and from one period to the next. Surveillance consistency enables the CORs to detect trends in performance and requires the CORs to document and report revisions.

6.2.3. Customer Feedback Program Guide and Form. The customer feedback program guide and customer feedback form should be used to record feedback (including complaints) from customers. All customer complaints will be reported to the Contractor, Supporting COR, and Primary COR. Each complaint must be validated by a COR and the resolution action for all complaints documented. Both the Contractor and the CORs will retain copies of the feedback forms for the entire contract period. The customer feedback program guide and form are shown in Attachment 1.

6.3. Inspection Plans. The COR for the activity listed for each requirement in the inspection plan summary (paragraph. 4.2) is responsible for implementing the plans outlined in Attachment 2. Each COR will complete, during or immediately after each inspection, the associated worksheet for each inspection plan. A clearly written record of the findings is primary evidence in the event of a dispute and is supporting documentation for the performance surveys completed by the Primary COR.

6.4. Planned Sampling Procedures. As the performance period progresses, the CORs may find that they need to increase or decrease the level of inspection. This may occur when performance is consistently good or consistently bad. The CORs will begin surveillance at the normal level until four inspection periods have been performed. If the four inspections indicated a Satisfactory level of performance, the Primary COR may reduce the surveillance to the minimal level. The CORs may continue to use the reduced level of inspection indefinitely unless the number of defects exceeds the Satisfactory level of performance in any one month, or unless the KO directs a return to normal inspection.

6.5. Overall Acceptable Level of Performance (ALP). The following criteria should be used in determining the overall ALP for each inspection.

6.5.1. Exceptional - to receive an "overall" rating of Exceptional, the Contractor must receive an Exceptional performance rating in both Quality and Timeliness and received no valid complaint since the last inspection.

6.5.2. Very Good - to receive an "overall" rating of Very Good, the Contractor must receive a Very Good performance rating in both Quality and Timeliness.

6.5.3. Satisfactory - to receive an "overall" rating of Satisfactory, the Contractor must receive a Satisfactory performance rating or higher in Quality and Timeliness.

6.5.4. Marginal - to receive an "overall" rating of Marginal, the Contractor must receive a Marginal performance rating or higher in Quality and Timeliness.

6.5.5. Unsatisfactory - to receive an "overall" rating of Unsatisfactory, the Contractor does not meet any of the previous criteria.

7. Past Performance Assessments. The Primary COR is responsible for entering the Contractor’s performance information using the Contractor Performance Assessment Reporting System (CPARS).

CPARS assesses a Contractor’s performance and provides a past performance record, both positive and negative, of the Contractor’s performance over the life of the contract.

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Attachment 1

Customer Feedback Program Guide and

Customer Feedback Form

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Customer Feedback Program Guide and Customer Feedback Form

You, the Customer, can provide invaluable assistance to the Government's Contracting Officer’s Representatives (CORs) through your feedback regarding the products and services you receive from the Contractor. Attached is a Customer Feedback Form for your use in submitting your evaluation of the services from the customer's perspective. Unsatisfactory or missed performance should be reported as it occurs. However, if performance is satisfactory or exceptional, this can be indicated at any time. If it is a recurring service, satisfactory or exceptional performance should be addressed with a periodic (such as monthly) submission of the form. Submission of this form will allow our CORs to place the proper emphasis on his/her inspections.

Please complete the upper portion of the form and submit the original to the CORs listed below. While not the preferred method, feedback can also be provided via telephone or e-mail to the CORs.

Upon receipt, the COR shall immediately forward the form to the Contractor. The Contractor shall address any complaints, contacting the submitter, if necessary, and perform or re-perform the service within 5 workdays in accordance with the requirements of the contract. The Contractor shall complete the appropriate portion of the form and submit to the COR for approval. The appropriate activity’s COR will re-inspect the work within 10 workdays, as applicable, and notify the COR of any deficiencies identified during the re-inspection.

COR’s Activity

COR’s Name

Bldg Location

Phone #

E-mail

Only the specific individuals are authorized to give direction to the Contractor. Should you desire different or modified services, please provide this information to the applicable COR and not directly to the Contractor. This will avoid possible litigation resulting from contractual violations. Your cooperation and assistance is appreciated and will help insure that our limited resources are more effectively utilized.

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CUSTOMER FEEDBACK FORM

Date/Time of Service:

Feedback Originator/Telephone #:

Service(s) Received/Requested:

1.) Overall, how would you rate the quality of the service(s)?

5 4 3 2 1 Exceptional Very good Satisfactory Marginal Unsatisfactory

2.) Nature of complaint or comment:

3.) What is one thing the Contractor could do to improve your level of satisfaction?

Thank you for taking time to assist us in improving the level of service.

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Remainder of form is for use by the Contractor/COR:

Date/Time Contractor Received Feedback Contract: _______________

Contractor Determination/Explanation: Complaint Valid Complaint Not Valid

(CONTINUE ON REVERSE)

Action Taken by Contractor:

(CONTINUE ON REVERSE)

Contractor Signature: Date:

COR Determination: Complaint Valid Complaint Not Valid

Corrective Action Satisfactory Corrective Action Unsatisfactory

COR Signature: Date:

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Attachment 2

Inspection Plan

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Inspection Plan

1. Contract Requirement: Provide Access Control Maintenance

2. Primary Method of Surveillance: 100% Inspection.

3. Performance Metrics:

Timeliness – At least 95% of requests are completed by requested timelines. At least 95% of time sensitive actions are coordinated within 2 hours. All others are coordinated with the Government for extensions or exceptions.

Quality – Acceptable rework completed within 2 workdays.

4. Acceptable Level of Performance (ALP):

Elements

Acceptable Level of Performance Exceptional Very Good Satisfactory Marginal Unsatisfactory

Timeliness All requests are completed by requested timelines and time sensitive actions are coordinated within 2 hours.

At least 98% of administrative requests are completed by requested timelines.

At least 98% of time sensitive actions are coordinated within 2 hours. All others are coordinated with the Government for extensions or exceptions.

At least 95% of administrative requests are completed by requested timelines. At least 95% of time sensitive actions are coordinated within 2 hours. All others are coordinated with the Government for extensions or exceptions.

More than 5% of requests are late but are coordinated with the Government for extensions or exceptions.

More than 5% of administrative requests are late and fails to coordinate with the Government for extensions or exceptions.

Quality No rework required.

Acceptable rework completed within 1 workday.

Acceptable rework completed within 2 workdays.

Acceptable rework completed within 3 workdays.

Fails to complete acceptable rework within 3 workdays.

5. Sampling Procedure: 100% of work will be inspected.

6. Evaluation Procedure: All requests for work will be reviewed monthly for quality and timeliness. The Worksheet for Inspection will be completed and any authorized rework will be ordered at the time of evaluation. If rework is ordered, the work will be re-inspected to determine if it was satisfactorily completed and the appropriate notation will be made on the worksheet.

Validated Customer Complaints. The COR will assess Government satisfaction. The COR will record the information on a Customer Feedback Form for feedback received (in person, via e-mail, or by telephone). Upon receipt of a complaint, the COR shall immediately forward the form to the Contractor’s program manager. The Contractor shall investigate to determine the validity of the complaint, take appropriate action to rectify validated complaints, complete the survey form, and forward the original form (or a scanned version) to the COR. Upon receipt of the annotated Customer Feedback Form, the COR will review the form and evaluate the action taken by the Contractor and the rationale for any claim that the complaint is not valid, including a site visit if necessary. If the complaint is valid and caused by poor performance or non-performance by the Contractor, or the action taken is unsatisfactory, the Contractor will be notified and directed to take appropriate action. Receipt of the complaint and a summary of the actions taken in response will be noted on the Worksheet for Inspection Plan.

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7. Analysis of Results: Depending on the inspection results, the COR might initiate additional inspections and:

a. When there are no complaints, rework isn’t required, and the Contractor performed in the best possible manner, the COR might suggest one or more of the following actions be taken:

That the Contractor be formally notified by the KO that the performance has been better than satisfactory and to continue the good work.

That the surveillance level be reduced to the minimum level provided the Contractor continues to maintain a satisfactory level of performance.

b. When the ALP is less than satisfactory, the COR should suggest one or more of the following actions be taken:

That the KO meet with the Contractor to discuss discrepancies, trends, and intended corrective measures.

That the KO begin contract administrative actions to address and resolve issues identified in the Inspection Plans.

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Worksheet for Inspection Plan

REQUIREMENT: Provide Access Control Maintenance.

POP:

COR:

Timeliness

ALP

Quality

Complaints Acceptable Rework

Overall

COR Signature Date

Time

Valid

Not Valid

Ordered Date/ Time

Completed Date/Time

ALP: E - Exceptional V - Very Good S - Satisfactory M - Marginal U - Unsatisfactory