A01 QASP ATC RANGE SUPPORT.pdf

Quality Assurance Surveillance Plan ATC Range Maintenance Support

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is developed in accordance with FAR 46.103 to establish the procedures for monitoring, reporting and evaluating the performance of the ATC Range Support contract. The intent is to ensure that the Contractor performs in accordance with the Performance Work Statement (PWS) set forth in the contract, that the Government receives high quality of services, and that the Government only pays for the acceptable level of services received.

2. AUTHORITY

Authority for issuance of this QASP is provided under FAR 52.212-4 “Contract Terms and Conditions – Commercial Items” which provides for inspections and acceptance of the articles, services, and documentation called for in task orders to be accomplished by the Contracting Officer or his duly authorized representative.

3. RESPONSIBILITIES

The Government resources shall have responsibilities for the implementation of this QASP as follows:

a. Contracting Officer – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

b. Contracting Officer Representative (COR) - The COR is responsible for overall administration of the project and assures proper Government surveillance of the Contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract, price, terms, or conditions shall be referred to the Contracting Officer for action.

c. Technical Point of Contact (TPOC) – The TPOC provides detailed technical oversight of the Contractor’s performance and reports his or her findings to the COR in a timely, complete and impartial fashion to support the COR’s administration activities. While the TPOC may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, he or she is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract, price, terms, or conditions shall be referred to the Contracting Officer for action.

d. ATC Contracts Branch – The Contracts Branch provides centralized contract management support to all ATC activities to include, but not limited to, the following: technical advice in the preparation of Acquisition Request Packages, QASP preparation and implementation, training, development of internal policies and procedures, and serves as the liaison office between contracting activities and ATC.

4. METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP. In addition to specific instructions that may be mentioned, the appropriate and standardized form that is to be used for documentation of QA surveillance is the Surveillance Activity Checklist, included as Attachment A.

a. Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed by the customer and TPOC and forwarded to the COR. The COR shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The COR shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance Activity Checklist.

b. 100% Inspection - This level of inspection shall be accomplished by monitoring and documentation. Each Month, the TPOC and COR shall inspect designated performance tasks, review the generated documentation and enter summary results into the Surveillance Activity Checklist.

c. Periodic Inspection – The TPOC and/or COR shall conduct periodic inspections on a Weekly basis.

d. Random Monitoring - Random monitoring shall be conducted if and when specified in individual task orders. For the potential tasks that have been identified so far and included in this QASP, the random monitoring shall be performed by the TPOC and the COR.

5. PERFORMANCE STANDARDS.

The contractor will be evaluated in the following areas: Customer Support, Technical Performance (Range Support), Invoicing, Quality Control Plan, Monthly Reports (as described in PWS), Safety, Security and Environmental.

a. Customer Service. Contractor personnel shall be courteous, responsive, and responsible at all times.

b. Upper Management Support. The contractor's management should put adequate systems in place to most efficiently perform the contract and protect the Government's interests.

For example, the contractor should have approved quality control, subcontracting, and accounting systems in place, as required. Management shall communicate effectively and timely with Government representatives. They shall meet with the COR on a Quarterly basis.

c. Technical Performance. The contractor will be evaluated as to the quality of the output of their work and results will be documented in the TPOC and COR’s file. The contractor's personnel should be technically competent in the tasks identified in the PWS or other ordering document under the contract. Included in the technical performance is the contractor’s contribution in meetings and reviews, the quality of the contractor's technical reports, contractor's productivity and the overall quality of the technical support provided.

d. Schedule and Timeliness of Deliveries. The contractor should be responsive to Government tasking and submit their monthly reports, technical reports and trip reports as required by the contract.

e. Invoicing. The contractor shall submit all invoices in a timely manner and electronically via Wide Area Workflow (WAWF).

f. Quality Control Plan. The contractor should have and comply with its own internal standard operating procedures in order to adhere to standards established in the contract.

g. Monthly Reports. The contractor shall submit manning, progress or any other reports as stated in the contract.

h. Safety, Security, Environmental. The contractor shall be in compliance with Federal laws, DoD, APG and ATC SOP and regulations.

6. FEEDBACK TO CONTRACTOR. The COR shall conduct QUARTERLY meetings with the contractor to provide feedback on its performance and/or or about any other contractual matter.

The COR should summarize and document QASP results and provide to the contractor during the meeting. The COR shall document everything in writing and report unacceptable performance to the ATC Contracts Branch. Prompt feedback is essential so the contractor can develop and implement a corrective action plan. Issues and concerns that cannot be resolved at the working level or which impact on contractual requirements shall be reported to the Contracting Officer for resolution and contractual action.

7. COR FOLDER. The COR assigned shall prepare a contract folder. The folder shall have, at a minimum, the following divisions:

a. COR and TPOC appointment letters, contracting officer letter of designation, and training records.

b. PWS and other pertinent parts of the contract.

c. Surveillance Plan.

d. Surveillance Reports.

e. Other applicable documentation, such as:

(1) Customer and user comments

(2) Data and technical reports

ATTACHMENT A

Compliance:

E: Exceeds NM: Not Met M: Met NA: Not Applicable PM: Partially Met

ID

Performance Requirement

SOW /

PWS

Para number

Performance Standard

Method of Surveillance

Acceptable Performance Level (APL)

Compliance:

E, M, PM,

NM, NA

A Customer

Service

Staff shall be courteous, responsive, and responsible for all tasks performed

100% of the time.

COR monthly and periodic assessment.

Quarterly customer satisfaction survey

100% Compliance

B Upper

Management Support

Timely and effective communication at all times.

Meet with the COR on a monthly basis.

Responsiveness to needs. 100% accountability of all projects progress and performance.

COR

monthly and periodic assessment.

Monthly meetings with COR and / or ATC Contracts

Branch

C Technical

Performance

Provide adequate technical expertise and number of supporting personnel. All tasks shall be performed in an acceptable manner 100% of the time and

IAW the contract.

COR and

TPOC

monthly and periodic assessment

C.1 Task 1 C.2 Task 2 C.3 Task 3

D Deliverable Timeliness

All products and services delivered as specified by the contract and the

COR/TPOC

COR and

TPOC

monthly and periodic assessment

E Invoicing

Submitted timely per the contract via

WAWF ONLY

COR

monthly and periodic assessment

F Quality

Control Plan

(QCP)

Develop, maintain and properly manage a QCP to ensure quality standards set forth by the contract

COR

monthly and periodic assessment

G Monthly Reports

Shall submit manning, progress and/or other reports

IAW the contract

COR

monthly and periodic assessment

H Safety compliance with

Federal laws, DoD, APG and ATC SOP and Regulations

COR and

TPOC

monthly and periodic assessment

I Security compliance with

Federal laws, DoD, APG and ATC SOP and Regulations

COR and

TPOC

monthly and periodic assessment

J Environmental compliance with

Federal laws, DoD, APG and ATC SOP and

Reguations

COR and

TPOC

monthly and periodic assessment