1. QASP-Refuse and Recycle dated 25 Aug 23.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

for REFUSE COLLECTION and

RECYCLING SERVICES

Shaw Air Force Base Sumter South Carolina Date: 25 August 23

Signature (Functional Commander)

Date:

Signature (Contract Officer) Signature (Contract Administrator)

Title: Title:

Date: Date:

Signature (Quality Assurance Program Coordinator)

Signature (Contracting Officer’s Representative)

Title: Title:

Date: Date:

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24

Table of Contents

1.0 GENERAL…………………………………………………………………………………..… 3

2.0 PERFORMANCE THRESHOLDS………………………………………………………… 4

3.0 METHOD OF SURVEILLANCE…………………………………………………………… 5

4.0 CORRECTIVE ACTIONS FOR UNSATISFACTORY EVALUATIONS…………….… 6

5.0 QUALITY ASSURANCE FILE………………………………………………………..…… 7

6.0 APPENDIX…………………………………………………………………………….…..…. 8

Appendix A – Quality Assurance Evaluation Checklist…………………...……………..…. i

Appendix B - Customer Complaint Record………………………………….……………… ii

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24

1.0 GENERAL

The Quality Assurance Surveillance Plan has been developed to provide a logical and consistent method for evaluating Contractor performance. The Contracting Officer (CO), Contracting Officer’s Representative (COR), and Facility Manager will refer to this plan for clarification in evaluating each of the requirements in the Performance Work Statement (PWS). The Quality Assurance Surveillance Plan identifies a combination of the performance threshold, surveillance methods, standards, and frequencies that adequately assures the Government of satisfactory Contractor performance.

The Quality Assurance Surveillance Plan is based on the requirement that the contractor is responsible for the management and quality control actions necessary to meet the terms of the contract. Surveillance activity performed by the Government is intended to provide sufficient assurance to justify acceptance/rejection of the contractor’s services. Based on quality data trends, the frequency and methods of Government surveillance may be changed.

The methods of surveillance recognize that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. Good management and use of an adequate quality control plan will allow the contractor to operate within the specified surveillance requirements. Contracting Officer’s Representatives are to be objective, fair, and consistent in evaluating contractor performance against the standards. Failure to provide quality services could result in termination of the contract.

The contractor is encouraged to manage costs and resources effectively while meeting government expectations.

The Government will not monitor collection/recycling frequencies, only the expected results using the Quality Assurance Evaluation Checklist (QAEC) – see Appendix A. This Quality Assurance Surveillance Plan provides the Government with an objective and recordable means for reducing the contractor’s profits for repeated non-performance. Conversely, contractors have an incentive to utilize their resources in a cost-effective manner to increase profit.

1.1. MULTI-FUNCTIONAL TEAM (MFT).

A. MFT Key Members.

Contracting Officer, Nancy Hunt Contract Administrator, 2LT Lincoln Parr Quality Assurance Program Coordinator, Dillon Johnson Functional Commander, Christopher Aamold Contracting Officer’s Representative, Landon Greenwood

B. MFT Roles and Responsibilities. A MFT is established for each acquisition; together, the team members work to ensure success. The MFT is responsible for acquisition planning, development, and performance management for new and follow-on service contracts.

C. Membership: The MFT membership will be individuals holding the positions listed herein. When the individuals leave these positions, due to PCS, retirements, etc., their replacement will assume the same responsibilities throughout the acquisition life cycle for this requirement. The working group members within the MFT are annotated below with an asterisk (*) beside the position. The MFT may be comprised of the following positions:

Functional Commander/Functional Director over the functional area, COR Supervisor Contracting Squadron Commander

* Contracting Officer

* Quality Assurance Program Coordinator

* Contract Specialist

* Contracting Officer’s Representative in the functional area Environmental, Legal, Manpower, Finance, and Safety (Optional – These members may be called to help research or provide guidance on an issue that arises during the acquisition process.)

Contractor (Member after award of contract.)

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24

2.0 PERFORMANCE THRESHOLDS

Performance Objective PWS Para. Performance Threshold Method of

Surveillance

SS-1 Collect Municipal Solid Waste in accordance with the established schedule.

1.1. - 1.3 No more than 2 Customer Complaints monthly.

Periodic, Customer Complaint

SS-2 Container maintenance and repair.

Trucks should be washed and free of odors

1.4 No more than 1 Customer

Complaints monthly.

Periodic, Customer Complaint

SS-3 Recycling Collection Base. 1.1.1.1 No more than 2 Customer Complaints monthly

Periodic

SS-4 Public/Common use Trash Receptacles collection.

1.1.1.5 No more than 2 Customer

Complaints monthly

Periodic

SS-5 Paint/Maintenance of Containers 1.4 No more than 2 Customer Complaints monthly.

Periodic

SS-6 Repair containers 1.1.10. No more than 3 Deficiencies permitted per year

Periodic

SS-7 Process and Market Recyclable Materials.

1.2, inclusive

0 Deficiencies permitted. Periodic

SS-8 Special events 1.1.3.1 0 Deficiencies permitted 100% inspection via monthly report

SS-9 Operate Recycling Center 1.2.3 No more than 2 Customer Complaints monthly.

Periodic

SS-10 Perform unscheduled collections required by the CO in accordance with paragraphs 1.1. and 1.3.

1.1.3.3 0 Deficiencies permitted.

100% inspection via monthly receipt of reports

SS-11 Reports and records 1.5 0 Deficiencies permitted. Periodic Inspection SS-12 Organic Waste Collection 1.6 No more than 2 Customer

Complaints monthly.

Periodic, Customer Complaint

SS-13 Implement Quality Control Plan 4 1 Deficiency per month Periodic Inspection

3.0 METHOD OF SURVEILLANCE

3.1 Quality Assurance Evaluation Checklist (QAEC)

The Contracting Officer’s Representative must inspect by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in the PWS. The Contracting Officer’s Representative will use the QAEC (Appendix A) to record the periodic surveillances.

The QAEC allows the COR to prioritize which PWS categories are most important, or are non-applicable to the services under surveillance. For each PWS criteria, the contractor will receive either a satisfactory (pass) or unsatisfactory (fail) mark.

The Contractor’s Quality Control Plan (QCP) referenced in PWS paragraph 2.3. will identify the surveillance schedules and locations.

Results of the surveillance then become the official Air Force record of the contractor’s performance. When a surveillance observation indicates unacceptable performance, it must be recorded on the QAEC. Any nonconformance with contract requirement is a “defect”. The term “defective” is used in reference to a service output that does not meet the standard of performance specified in the contract for that service.

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24

The contractor is encouraged to use the best means of resources to save both time and money in completing the required services while meeting the performance thresholds.

3.2 Periodic Surveillances. This method employs a “spot check” style of evaluation. Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. Periodic surveillances will be scheduled for all services identified in the PWS’s Services Summary Performance Objectives.

For periodic Surveillances, the COR will use the QAEC as the evaluation tool. The QAEC recommends maintenance frequencies; however, these are only recommendations, and the contractor will not be penalized for varying frequencies as long as the standard of performance meets the established criteria. It is at the contractor’s discretion how to best utilize resources to maintain the required standards.

The COR will rate the contractor based on the collection/maintenance services listed on the QAEC. The services will either be ranked as satisfactory (pass) or unsatisfactory (fail) when compared to the performance evaluation criteria.

3.3 Customer Complaints. Customer complaints will supplement the QAEC during the QA Personnel’s evaluation effort.

The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The CO shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor. Valid customer complaints may be used as the basis for adverse action against the contractor. In such cases, the Inspection of Services Clause becomes the basis for the CO’s actions. Again, the preferred method of correcting the defect is re-performance of the action or service at no additional cost. Validated customer complaints will be rectified within a 24-hour time frame.

4.0 CORRECTIVE ACTIONS FOR UNSATISFACTORY EVALUATIONS

When performance according to the periodic inspection is determined unacceptable, the COR must inform the contractor’s on-site representative that performance is unacceptable and why and request his or her initials and date on the QAEC form. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If the contractor chooses to dispute the results of surveillance, the COR must refer the matter to the CO. The contractor has 24 hours to rectify validated unsatisfactory performance.

If at any time during the performance period the results of a surveillance show that the contractor’s performance does not meet the PWS and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not Government caused, the COR will initiate an AF Form 714, Customer Complaint Record and submit it, along with the QAEC recording the unacceptable performance, to the CO.

If services are unacceptable, the COR will complete appropriate documentation (QAEC) to record the defect. The COR will make a determination for the type of re-performance notification and verbally notify the contractor of the defect and expected re-performance. The COR will note the disposition and resolution of the defect on the QAEC form. The COR will re-inspect the service area after the contractor has re-performed and note on the original QAEC. If services are acceptable, the COR will fax a completed QAEC form to the contractor and attempt to obtain contract manager’s initials. The completed QAEC form will be forwarded to CO. If re-performance for the defect is still unacceptable, the COR will document findings on Customer Complaint Record and forward to the CO for action. When unsatisfactory services cannot be corrected by re-performance, the government may:

4.1 Require the Contractor to take necessary action to ensure future performance conforms to contract requirements.

4.1.2 Reduce the contract price to reflect the reduced value in services performed.

4.2 If the contractor fails to promptly re-perform the services, or to take the necessary action to ensure future performance in conformity with contract requirements, the government may:

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24

4.2.1 By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the government that is directly related to the performance of such service or:

4.2.3 Issue Cure Notice.

4.2.4 Issue Show Cause.

4.2.5 Terminate the contract for cause.

5.0 QUALITY ASSURANCE FILE

A Quality Assurance File will be established and maintained by the COR for this contract. As a minimum, the file will contain the following:

• A copy of the contract, including delivery orders and modifications

• Government Performance Work Statement (PWS)

• Government Performance Plan

• Contractor Quality Control Plan (QCP)

• Contract-related correspondence

• Surveillance Schedules

• Nonconformance Reports (QAEC or Customer Complaint Record)

• COR Appointment Letters

• COR Training Documentation

• COR Delegation of Duties Letter from the Contracting Officer

• Receiving Reports/Acceptance of Services

• Documentation of Completion of Training

A. General. Documentation is required to record, evaluate, and report contractor's performance. This documentation provides the CO with contractor status as it applies to the performance criteria. Every effort should be made to make this report to the CO as accurate as possible. The COR are required to maintain accurate records of the contractor's performance and keep the COR Management informed of all data pertaining to contractor status.

B. Activity Log. An instrument used by the COR to supplement the inspection records and to provide a complete picture of the contractor's performance. Types of information that may be included are; details of inspections, conversations of meetings with the contractor, notes and comments that may be of value at some later date.

C. Inspection Report. The COR is required to provide a summarized report to the COR Management detailing the results of critical requirement verifications and reporting all discrepancies associated with the performance thresholds on the SS. This includes deficiencies identified by the contractor. This information will be used as a basis for the COR’s Contract Performance Assessment Report (if applicable).

D. Certification of Services. Certification of services is performed by the COR via Wide Area Work Flow (WAWF) system. At the end of each billing period, contractor inputs invoice information in the WAWF system.

WAWF automatically notifies appropriate COR via email of pending invoice. COR accesses WAWF and verifies accuracy of contractor’s data. If data is correct, COR certifies invoice and payment is conducted by Defense Finance Accounting System (DFAS). If COR encounters errors in contractor’s invoice, COR consults with on site manager to mutually rectify data. If contractor disagrees with COR, issue is forwarded to the CO for resolution.

Proper and timely submission of monthly invoicing is the sole responsibility of the contractor.

E. Contracting Officer’s Representative Tracking Tool (CORT). This system is used to nominate, appoint, track, and revoke an individual as a COR against a DoD contract. This system allows a Contracting Officer Representative (COR) to create a profile and process a nomination for one or multiple contracts and/or orders. It provides contracting personnel a web-based portal for all relevant COR actions. The COR shall register and input a monthly report similar to appendix A, Quality Assurance Evaluation Checklist

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24

B. Initial Contract Performance Review. The initial evaluation of contractor performance is a joint determination by the multi-functional team that the contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract. The Services Designated Official may waive the initial evaluation for contractors that have continued performance under a successor contract award (prior incumbent), or for contractors which have otherwise demonstrated full compliance with contract start-up. The initial performance review criteria shall be included in the Quality Assurance Surveillance Plan and the review shall take place within 30 days after the contractor assumes full performance responsibilities. Assessment values will be reported as follows:

(1) Green--No issues.

(2) Yellow--Issue(s) but contractor has an adequate mitigation or corrective action plan in place.

(3) Red--Issue(s) with inadequate or no contractor ‘s mitigation or corrective action plan.

Any ―red assessment shall include the government proposed actions with respect to the failing contractor.

6.0 APPENDIX

Appendix A – Quality Assurance Evaluation Checklist

Appendix B - Customer Complaint Record

Appendix A – Quality Assurance Evaluation Checklist

Date:

Time:

PWS 1.-1.1.1

Base wide Collections:

Base Refuse , Recycling Collection

Evaluation Factors: Pass Fail N/A Comments

1. Base refuse containers emptied in accordance with collection schedules and PWS.

2. Base Recycling Containers emptied in accordance with collection schedules and PWS.

3. Containers are maintained in a sanitary manner relatively free of dirt, debris, odor and leak proof.

4. Any spills, debris, litter or waste caused from the collection of refuse was picked up, including trash within 10-foot radius of the container.

5. Closed and locked any fenced enclosure or locked gate.

PWS 1.4. & 1.1.10

Container Maintenance and Repair

Repair Containers

Evaluation Factors: Pass Fail N/A Comments

1. The contractor shall maintain all containers, with the exception of MFH, to ensure they are leak-proof, rust-free, and reasonably free of odor, dirt, and debris. Repair Containers

2. All containers shall be maintained to comply with base appearance standards and shall be painted every two years in accordance with industry standards.

3. Refuse containers at food establishments shall be cleaned, disinfected and deodorized once monthly and all others containers shall be cleaned semi-annually.

PWS 1.1..3.2

Roll-Off Containers

Evaluation Factors: Pass Fail N/A Comments

1. Provide Roll-Off containers within 24 hours of notification.

2. Contractor shall recycle or dispose of all CD at a permitted landfill or recycling facility.

3. Tallied weight totals monthly for the monthly solid waste and Recycling Report

PWS 1.2-1.2.3

Base Recycling Center

1. Provide manning for the Base Recycling Center

2. Processing and marketing of recyclable materials.

3. Bulk trash collected as required and disposed of at the appropriate permitted landfill.

PWS 1.3

Off-Base Disposal

1. Contractor shall transport and dispose of all solid waste and bulk garbage at licensed off base permitted sanitary landfill.

2. All recyclable materials shall be disposed of at an off base recycling processing center.

PWS 1.1.11.

Weighing of Vehicles

1. All vehicles used in the collection of refuse and recyclable materials shall be weighed on state certified scales?

2. Contractor provided weight receipts to COR

1.5. Solid Waste and

Recycling Reports.

Evaluation Factors: Pass Fail N/A Comments

1. The contractor shall provide, no later than the 5th workday of the month, a monthly Solid Waste and Recycling Report detailing total tonnages for refuse, yard waste and recycling materials. Original weigh tickets shall accompany the invoice.

2. For recycling materials, the contractor shall submit original weigh tickets, a monthly report indicating the commodity description, tonnage, the gross proceeds received by type of item recycled, and name of the marketer /vendor.

Refuse Collection and Recycling Quality Assurance Surveillance Plan FA4803-24 ii

1.6 Organic Waste

Collection (Optional to the Government).

Evaluation Factors: Pass Fail N/A Comments

1. The contractor shall provide four (4) organic caster carts at the Emerson Dining Facility and two (2) at the Commissary

2. The carts shall be serviced 5 times per week, wherein contractor shall ensure each cart is completely emptied, rinsed clean and returned to the specified location.

3. The contractor shall provide initial training of facility staff on the organics diversion program by providing instruction on the accepted materials, limits of contamination, collection schedule, staging location, and points of contact for further questions.

4. The contractor shall provide monthly reports to include the daily weight of material collected at each facility, and a description of any issues related to contamination, health and safety, collection procedures or other matters of concern.

Signature:

Signature:

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Appendix B - Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template