Atch6_QASP.pdf

Quality Assurance Surveillance Plan

(QASP)

for

Laundry Services

23 November 2020

This document is written in accordance with Performance-Based Services Acquisition (PBSA) principles (Ref: AFI 63-138, Chapter 6, Quality Oversight)

1283896184C Draft

1. VISION. This QASP explains how laundry services will be managed upon award, throughout its life cycle. The complexity of this plan should match the characteristics of the services. This QASP is a living document and shall be revised or modified by members of the acquisition team as circumstances warrant throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained. The QASP is based on the premise that the Contractor, NOT the Government, is responsible for management and quality control actions to successfully meet the terms of the contract. Quality control is the responsibility of the contractor, not the Government.

2. PURPOSE. AFI 63-138, Acquisition of Services, dated 30 Sep 19, states the purpose of a QASP is to provide a documented process for surveilling the contractor's actual performance and comparing to the technical requirements of the contract. The QASP identifies and describes the roles and responsibilities for implementing and maintaining the key elements of contract performance management. The AFI further states in paragraph 6.2.2. The Services Summary (SS) is releasable to the contractor but the QASP is an internal Government document.

3. AUTHORITY. Authority for issuance of this QASP is provided under Federal Acquisition Regulation (FAR) Part 12, Acquisition of Commercial Items, which provide[s] for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the Contracting Officer or a duly authorized representative, such as a Contracting Officers Representative (COR), if appointed.

4. MULTI-FUNCTIONAL TEAM (MFT). This mission owner-focused team has representatives of all the stakeholders involved in the effort, to include the Program Manager/Functional Services Manager (PM/FSM), Mission Owner, Contracting Officer, Quality Assurance Program Coordinator (QAPC), Contracting Officer Representative (COR), Legal Advisor, Finance representative, Safety representative, and Small Business Representative. Membership may be tailored to fit the size and complexity of the acquisition. It is convened under the authority of the Services Designated Official (SDO), who appoints the members. It is led by the Program Manager (PM)/Functional Services Manager (FSM) or another designee.

For comprehensive information on the MFT, consult AFI 63-138 subchapter 2.9 and the “MFT Resources Guide” at https://cs2.eis.af.mil/sites/10263/projects/Services/MFT/MFT.aspx.

5. ROLES. Quality assurance roles highlighted below are not meant to be all-inclusive in category or in duty/responsibility. See AFI 63-138 Chapter 2 “Roles, Responsibilities, and Authorities”, DoDI 5000.72 DoD Standard for Contracting Officer’s (COR) Certification, and the “MFT Resources Guide” for more information and guidance. Reference FAR 1.604, DFARS PGI 201.602-2, AFFARS MP 5301.602-2(d), MP 5346.103, et al, for regulatory quality assurance requirements.

5.1 Program Manager (PM)/Functional Services Manager (FSM) (e.g., Functional Commander/Director).

These roles serve as the government's functional authority and are responsible for successful delivery of the contracted requirements – focusing on cost, schedule, performance, and risk. The PM/FSM is the services acquisition lead for developing, coordinating, and resourcing the requirement and overseeing it throughout the acquisition process. The PM/FSM oversees the management of risk for the project and ensures the vision of the requirements owner is followed. In the absence of a certified PM, an FSM with domain expertise for a given services requirement will exercise program management responsibilities. FSMs should have in-depth knowledge of the requirement being considered for contractor support. See AFI 63-138 for more information on the role and responsibilities of PMs and FSMs.

5.1.1. Contractor Performance Assessment Reporting System (CPARS) IAW AFI 63-138, Acquisition of Services, PM/FSM shall ensure a Contractor Performance Assessment Report (CPAR) is accomplished no less than annually and IAW DoD CPAR Guidance.

Reviewing Official may be a contracting officer, purchasing agent, PM or FSM. Additionally, PM/FSM shall ensure CPAR assessments and narratives are consistent with the surveillance reports.

[ref.: AFI63-138 2.10.9.-2.10.10.]

5.2 Contracting Officer (CO).

The CO is the only person with the authority to enter into an agreement with a contractor on behalf of the government. The CO oversees the day-to-day administration of the contract to include enter into, modify, interpret, take corrective actions, and terminate a contract on behalf of the government as specified in the CO warrant. The CO ensures the contractor's performance satisfactorily meets contractually agreed upon standards as stated in the PWS. The CO delegates the authority for inspection and acceptance to the COR and informs the contractor of the name and duties of the COR.

5.3 Contracting Officer Representative (COR) (if appointed).

The COR is the eyes and ears of the contracting officer. As a member of the Multi-Functional Team, the COR ensures the Quality Assurance Surveillance Plan (QASP) is written clearly and is executable and measureable.

The COR evaluates and documents the contractor's performance IAW the contract and the QASP. The COR notifies the Contracting Officer and the contractor of performance deficiencies, maintains surveillance documentation, and recommends improvement to surveillance procedures in the Performance Work Statement (PWS) and QASP.

5.3.1 Subject Matter Expert (SME)

COR shall not appoint, designate, re-designate or sub-designate COR duties/responsibilities to other persons; however, for some services contracts, Subject Matter Experts (SMEs) may provide additional insight and observations to the COR regarding the contractor’s performance. SMEs (pilots, engineers, fire fighters, etc.) may be brought in by the requirements owner at any time and for as long as they are needed. For example, in medical services requirements, Functional Requirements Evaluator Designees (FREDs) are often utilized, in addition to the COR. [ref. AFI63-138 2.12.1 - 2.12.2]

5.4. COR Supervisor

Coordinates COR activities when more than one COR is required on a requirement and/or when a requirement has multiple locations requiring several CORs. The COR Supervisor ensures each CORs documentation is valid and current. The COR Supervisor ensures CORs’ training is thorough to meet the need, completed and documented.

5.5. Quality Assurance Program Coordinator (QAPC)

The QAPC will support the MFT. The QAPC will review the QASP, assist in the process of COR appointment and delegation, assist in market research with the MFT to determine commercial QA practices, and help evaluate the contractor’s QCP.

5.6. Contracting Officer Representative (COR) Tracking. DoD has mandated use of a tracking tool [e.g. PIEE Joint Appointment (JAM)/Surveillance & Performance Monitoring (SPM) modules] for all contracts for which a COR has been designated. See DoDI 5000.72 for further information. [Ref: AFI63-138 6.2.4.]

6. SURVEILLANCE APPROACH.

It is essential that all required periodic validations are completed for an effective quality assurance program.

The contractor is required to correct all discrepancies detected during surveillance by the COR in accordance with the service summary or notify COR of status and approximate time of correction.

If inspection indicates unacceptable performance above the threshold in the SS or a negative trend, the COR will notify the CO, who will in-turn notify the Contractor of the discrepancies for correction. The Contractor shall be given a reasonable time after notification to re-accomplish the unacceptable performance if such re-accomplishment is possible. The length of time allowed to correct the problem will depend upon the requirement and the discrepancy.

During the month, the COR may receive customer complaints about the quality of the service or may observe unacceptable performance by the Contractor. The COR is responsible to follow-up on all customer complaints and document the findings. All inspections documentation shall be maintained as official contract management data.

If the COR determines the complaint is not valid, the Contractor’s performance is satisfactory. If any government action or lack of action caused unacceptable performance, these discrepancies shall not be considered valid.

If the COR determines the complaint is valid, the complaint form is provided to the Contractor for corrective action (COR will retain and file one copy). The COR will instruct the contractor to return the complaint form.

After return from the Contractor, the COR will retain and file the form. The COR will send a copy of all complaints received to the Contract Administrator.

6.1. SERVICES SUMMARY (SS).

The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the Contractor’s QCP (which shall be provided and incorporated after award) provide information on contract requirements, the expected level of contractor performance and the expected method of government validation and confirmation of services provided. These thresholds are critical to mission success. Procedures as set forth in the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies. During the initial 30 days of the contract, two additional errors on each task shall be allowed in an effort to identify normal phase-in problems, except for any periodic cleaning service.

SS

NO.

PERFORMANCE

OBJECTIVE

PWS

REFERENCE

PERFORMANCE

THRESHOLD

METHOD OF

SURVEILLANCE

SS-1 Did the contractor accomplish pickup and deliveries as scheduled?

1.7., App. B 3 valid customer complaints per month per task order

Customer complaint

SS-2 Did the contractor deliver correct quantities?

1.7., Section 3.

and App C

3 valid customer complaints per month per task order

Customer complaint

SS-3 Laundry/Dry-cleaning is delivered free of all visible dirt, debris, dampness, odor, mildew, cleaning chemical residue, has a uniform appearance and is properly finished

3.1.2., 3.1.3., 3.1.4., 3.1.5., 3.1.6., 3.1.8.,

3.1.10. and

App C

3 valid customer complaints per month per task order

Customer complaint

SS-4 Lost and damaged laundry/linen is equitably adjusted in accordance with DFARS clause 252.237-7014, Loss or Damage (Count-of-Articles) and DFARS clause 252.237-7015, Loss or Damage (Weight of Articles), within 30 calendar days of notification.

3.1.9., 3.1.13.

and 3.1.14.

3 valid customer complaints per month per task order

Customer complaint

SS-5 All items are properly packaged in accordance with commercial standards and this PWS.

3.1.5., 3.1.6., 3.1.7.

3 valid customer complaints per month per task order

Customer complaint

6.2. NON-SS ITEMS. The government expects quality performance of all contract requirements by the Contractor, to include non-Services Summary items. All non-Services Summary items will be inspected and documented by the COR in the same fashion as the Services Summary (SS) items.

7. COMBATING TRAFFICKING IN PERSONS (IAW DFARS PGI 222.1703). The COR will monitor contractor’s performance regarding trafficking in persons such that non-compliance with FAR 52.222-50, Combating Trafficking in Persons (CTIP), is brought to the immediate attention of the Contracting Officer.

All DoD military and civilians must receive CTIP awareness training; it is highly recommended that DoD contractors receive CTIP awareness training. The military has zero tolerance for human trafficking. CORs are to report all violations to their Contracting Officers immediately, and keep a log for annual review of all concerns.