QUALITY_ASSURANCE_SURVEILLANCE_PLANv2.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

BLANKET PURCHASE AGREEMENT

FOR

ELECTRICAL SERVICES

182 AIRLIFT WING (AIR NATIONAL GUARD)

PEORIA, IL

22 Jan 15

1.0. GENERAL

1.1. Description of Services: This QASP will establish oversight and surveillance for the Blanket Purchase Agreements (BPA's) established for Electrical Services per the Performance Work Statement (PWS) shown below for multiple facilities located at the 182AW Peoria, IL. This plan sets forth the procedures and guidelines that the 182 Airlift Wing Civil Engineer office will use in ensuring the required performance standards or services levels are achieved by the Contractor.

1.2. Work Requiring Surveillance: The Contractor(s) shall, in accordance with the terms and conditions set forth in the awarded BPA, and more particularly, in each individually placed call for work, furnish all services, materials, supplies, labor, investigations, studies, superintendence, and travel as necessary for the performance of the work specified herein.

2.0. PURPOSE

2.1. 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 identified in the PWS to ensure that the Government pays only for the level of services received.

2.2. This QASP defines the roles and responsibilities of all members of the integrated delivery team (IDT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the Contractor's performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

3.0. PERFORMANCE MANAGEMENT APPROACH

3.1. 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., performance not prescriptive).

This QASP will define the performance management approach taken by the COR to monitor and manage the Contractor's performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the Contractor.

3.2. Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the Contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A "results" focus provides the Contractor flexibility to continuously improve and innovate over the course of the BPA as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

4.0. PERFORMANCE MANAGEMENT STRATEGY

4.1. The Contractor is responsible for the quality of all work performed. The Contractor measures that quality through the Contractor's own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this BPA regardless of whether the work is performed by Contractor employees or by subcontractors. The Contractor will engage in performance management to assess and monitor its own performance. The Contractor will perform self-inspection for quality, timeliness, responsiveness, customer satisfaction, and other performance requirements.

4.2. The Government representative(s) will monitor performance to determine how the Contractor is performing against industry norms. The Contractor will be responsible for making required changes in processes and practices to ensure performance is executed and managed effectively.

5.0. ROLES AND RESPONSIBILITIES

5.1. The Contracting Officer (CO). The Contracting Officer (CO) is responsible for monitoring compliance to the terms of the BPA and the individual orders (calls), administration, and cost control and for resolving any differences between the observations documented by the Contracting Officer's Representative (COR) and the Contractor. The CO will designate a COR 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

CO.

5.2. The Contracting Officer's Representative (COR). The COR is designated in writing by the CO to act as his or her authorized representative to assist in administering the individual orders (calls) issued under this BPA. COR limitations are contained in the written appointment letter.

The COR is responsible for technical administration of the project and ensures 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 awarded price of an order (call), terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for evaluation of the Contractor's work performance. Government surveillance may occur under the inspection of services clause for any service relating to this BPA.

6.0. IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS

QUALITY LEVELS & PAYMENTS

6.1. The required performance standards and/or quality levels are included in the PWS. If the Contractor meets the required service or performance level, the service will be accepted and approved to submit their invoice. Failure to meet the required service or performance level may result in a payment delay.

6.2. Payment and Corrective Action: Approval to invoice for a BPA order (call) will be provided upon verification of overall acceptable performance by the BPA COR, as rated on quality, timeliness and cost. This verification will be recorded in a simplified performance evaluation form submitted to the CO rating overall performance with a recommendation for payment.

7.0. METHODOLOGIES TO MONITOR PERFORMANCE

7.1. 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: (1) Random monitoring and/or (2) 100% Inspection.

7.2. Since each BPA order (call) is a Firm-Fixed-Price Contract, the Contractor's performance will be evaluated by assessing the milestones and deliverables associated with each individual order (call) according to two standards: quality and timeliness. For each of these performance standards, the COR will assign one of three ratings to the performance: superior, acceptable, or unacceptable.

7.3. Communications. 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. Performance management drives the Contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR or CO as opposed to the Contractor.

7.4. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR or CO.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

7.5. Acceptable Quality Levels. The acceptable quality levels (AQLs) included in the table below, Performance Requirements Summary Table, Table 1.1., for contractor performance are structured to allow the Contractor to manage how the work is performed while providing processes for performance shortfalls.

PERFORMANCE REQUIREMENTS SUMMARY TABLE 1.1

SDS No. Performance Objective Performance Threshold

1. Install and repair electrical systems equipment Install and repair electrical equipment in a timely manner. The contractor shall have no more than 5 valid customer complaints per month.

2. Troubleshoot malfunctions in electrical systems

Complete troubleshooting within 1 business day of being notified (via BPA call) of the problem. The contractor shall have no more than 5 valid customer complaints per month.

3. Respond to emergency service calls Respond to emergency calls relating to electrical alarms in a timely manner and complete expedient repair to minimize damage or repair in entirety within in 1 business day of being notified (via BPA call). The contractor shall have no more than 5 valid customer complaints per month.

4. Preventative maintenance Perform preventative maintenance actions described in the BPA call in accordance with manufacturer’s written instruction and/or standard business practice. The contractor shall have no more than 5 valid customer complaints per month.

8.0. QUALITY ASSURANCE DOCUMENTATION

8.1. Performance Management Feedback Loop. The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS.

8.2. Monitoring Forms. The Government's surveillance will be annotated. The forms, when completed, will document the Government's assessment of the Contractor's performance under the individual orders (calls) to ensure that the required results are being achieved. The form will be maintained in the BPA file.

9.0. ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

9.1. Determining Performance. Government shall use the monitoring methods cited in Table 1.1 to determine whether the performance service levels have been met. If the Contractor has not met the minimum requirements, a corrective action plan may need to be developed to show how and by what date performance is intended to be brought up to the required levels.

9.1.1. Reporting. At the completion of each individual order (call), the COR will prepare a written report for summarizing the overall results of the Contractor's performance. This written report, which may be just the completed quality assurance monitoring form, will become part of the BPA documentation file. It will aid in the yearly required evaluation of the BPA. The COR must coordinate and communicate with the Contractor and the CO to resolve issues and concerns regarding marginal or unacceptable performance and must be clearly documented.