Attachment 13 Quality Assurance Surveillance Plan (QASP)dated 28 November 2023.pdf

FA480323QB065

Attachment 13

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR PACKING, CONTAINERIZATION AND

LOCAL DRAYAGE OF

DIRECT PROCUREMENT METHOD (DPM)

PERSONAL PROPERTY SHIPMENTS

Date 28 November 2023

FA480323QB129

1. OVERVIEW

1.1 Purpose. The purpose of this plan is to identify the methods and procedures the government will use to ensure it receives the services under contract as identified in the Performance Work Statement (PWS). This plan will focus on the level of performance required by the PWS, not the methodology or process.

1.2 Intent. The intent of this plan is to rely on the Contractor’s quality control, thereby changing the Government’s role from “oversight” to “insight”.

Performance Objectives and other inspections will be periodically checked as required by this plan but the Contractor is left as free as possible to develop the most efficient methodology to meet and exceed the required thresholds of service

2. SURVEILLANCE ORGANIZATION RESPONSIBILITIES

2.2.1 Contracting Officer (CO): Delegates authority for inspection and/or acceptance in accordance with terms of the contract.

2.2.2 Informs the Contractor of the names, duties, and limitations of authority for all Contracting Office Representatives (COR) and Quality Assurance Inspectors (QAI) assigned to the contract.

2.3 Contracting Office Representative (COR)

2.3.1 Evaluate and document Contractor performance in accordance with the QASP or Performance Plan.

2.3.2 Notify the CO of any significant performance deficiencies.

2.3.3 Maintain surveillance documentation.

2.3.4 Recommend improvements to the QASP or Performance Plan throughout the life of the contract.

2.4 Quality Assurance Inspectors (QAI)

2.4.1 Inspect and evaluate Contractor performance on site. Advise Contractor of deficiencies and procedures to take to correct on the spot.

2.4.2 Accomplish quarterly inspections of Contractor’s warehouse for Government Owned Containers, shipments on hand, and facilities/vehicle compliance with the Performance Work Statement.

3. Description of Services

3.1 Scope of Work. Provide packing, containerization and local drayage of personal property shipments. This contract contains three separate packing, containerization and drayage schedules. Schedule I is for Outbound moves;

Schedule II is for Inbound moves; and Schedule III is for Local Moves. Each schedule requires performance of specific services. Although there may be more than one Contractor needed to perform the total requirement for each schedule, the portion awarded each Contractor represents 100% effort for that particular Contractor.

3.2 Contract. The contract type is a Firm Fixed Price, Requirements, see FAR Clause 52.216-21.

4. ORGANIZATIONAL STRUCTURE

Service Summary (SS) Evaluator

SS #1 Packing/Loading/Containerization of Personal Property for Onward Movement. Contractor/COR/QAI

SS #2 Pick-up/Delivery of Personal Property Contractor/COR/QAI

SS #3 Prepare/Return Documentation Contractor/COR/QAI

SS #4 Maintain adequate facilities and serviceable Equipment Contractor/COR/QAI

SS #5 Protection and Accountability of Government Owned Containers (GOCs). Contractor/COR/QAI

5. CONTRACT QUALITY REQUIREMENTS

5.1 Commercial or Operational Contracts

Develop and maintain a quality program to ensure contracted services are performed in accordance with the Performance Work Statement (PWS).

Implement procedures to identify, and ensure non-recurrence of defective services.

The Contractor’s inspection instructions, auditing, and testing must be prescribed by clear, complete, and current instructions (Performance Work Statement). The inspection instructions must include the specific criteria for approval and rejection of services that will be used in each inspection or audit; checklists may be used for this purpose.

Maintain records of all audits and inspections. The records must indicate the nature and number of observations made the number and type of deficiencies found, and the nature of corrective action taken as appropriate.

6. SURVEILLANCE APPROACH

6.1 Purpose. This section details the method(s) used to verify Contractor compliance with the PWS requirements. The key elements of this process are the Contractor’s quality control program and the government identified Performance Objectives. The Performance Objectives from paragraph 8 dictate the minimum inspection requirements COR/QAI must accomplish on a periodic basis. This plan provides the procedures on how to conduct the evaluations for Performance Objectives and how to document them in a correct and effective manner.

6.2 Surveillance Approach. To facilitate the surveillance of the Contractor’s quality program, COR/QAI will verify Contractor compliance with designated Performance Objectives. The intent of the surveillance approach is to gain confidence in the Contractor’s ability to provide satisfactory services and then adjust the level of oversight to a point that maintains that confidence. This surveillance approach is subject to change based on Contractor’s performance.

6.3 Annual Review. COR must review QASP or Performance Plan Performance Objectives, assess their applicability and recommend the addition/subtraction of Performance Objectives as conditions warrant. This review must be accomplished annually as a minimum.

6.4 Special Audits. COR must be alert to conditions that would warrant a special quality audit. Any time COR observes that a functional area is out of acceptable tolerance or that the technical expertise is not available at the site, a request for a functional area audit should be addressed to the Contracting Officer.

6.5 Discrepancy Identification. Effective contract surveillance relies on two methods for identification of unacceptable performance – Contractor Identified Deficiencies (CIDS) and Government Identified Deficiencies (GIDs).

6.5.1 Contractor Identified Discrepancy (CIDs). CIDs are generated when contract employees detect deficiencies during performance of routine daily services or through the Contractor’s Quality Program. When CIDs are reviewed by the applicable COR, that person will take the following actions:

6.5.1.1 Review corrective actions taken by the Contractor to resolve a discrepancy.

6.5.1.2 Determine whether the discrepancy has been corrected. If the discrepancy has been resolved, review the corrective action taken and any applicable procedures the Contractor has established to preclude recurrence of the problem.

6.5.1.3 If a CID has not been resolved and the Contractor has established an Estimated Completion Date (ECD) for resolution of the discrepancy, the COR will monitor the Contractor’s efforts in resolving the discrepancy. If the COR determines that the estimated completion date for resolution of the discrepancy is excessive based on the nature of the discrepancy, the Contracting Officer will be notified. The Contracting Officer can then evaluate the recommendation to determine the appropriate course of action.

6.5.1.4 If a CID has not been resolved and the COR determines that the Contractor has not established an ECD for resolution of the discrepancy or has failed to perform a follow-up action for resolution of a discrepancy, the COR will issue a Contract Discrepancy Report using DD Form 2772, The Contractor will be given a suspense date to provide corrective action to the Government’s findings and describe the Contractor’s plan to preclude repeat deficiencies.

6.6 Government Identified Deficiencies (GIDs). GIDS are generated as a result of QAI’s/COR’s inspection of Contractor performance that identifies noncompliance with contractual requirements. The COR will record a GID on a Contract Discrepancy Report, DD Form 2772, Before a DD Form 2772 is generated, the Contractor should be given the opportunity to discuss the discrepancy and show any cause why the DD Form 2772 should not be generated for that particular discrepancy.

6.7 Customer Complaints. When Customer Complaints are to be used as a method of surveillance, the following must be accomplished:

a. QAI will attempt to educate customers of the services being provided by the Contractor by telephone or on site inspections.

b. If immediate response to a complaint is needed, the QAI/COR will interface with the Customer with instructions on how to proceed.

c. The QAI will conduct an investigation to determine the validity of any negative comments received.

d. If the QAI/COR determines that the negative comment is not valid, the customer will be informed of the reason(s) why and carry on any further correspondence if necessary.

e. For validated negative comments, the COR will notify the Contractor’s Quality Control Inspector (QC) to allow the opportunity for investigation and comments. The COR will determine whether it is necessary to initiate a discrepancy report (DD Form 2772).

f. The QAI/COR will also notify the customer of the corrective action taken by the Contractor, if applicable.

g. The COR will conduct trend analysis of validated negative comments.

6.8 Surveillance Methods.

6.8.1 One-Hundred Percent (100%) Inspection. This surveillance type is preferred for those tasks that occur infrequently. It is also used frequently for those tasks having very stringent performance requirements. When this type of surveillance is used, the COR must inspect and evaluate the contractor’s performance each time the task is performed.

6.8.2 Periodic Inspections. This surveillance type is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis. Selecting this tool to determine a contractor’s compliance to contract requirements can be quite effective and allows CORs to establish confidence or lack of confidence in the contractor while not consuming a significant amount of time. The results of the periodic surveillance inspections may be used as the basis for action (other than payment deduction) against the contractor. In such cases, the Inspection of Services clause (if incorporated) or commercial remedy becomes the basis for the contracting officer’s actions.

6.8.3 Customer Complaints. This surveillance type can be a way to validate information obtained through other sources. This surveillance type is useful in those areas that do not lend themselves to other types of surveillance. CORs should furnish written instructions and customer training to each organization receiving the contractor’s service. Instructions and training should cover the action that may be expected from the Government, as a result of the complaints, and the limitations on the customers dealing with Contractor personnel.

Instructions should also clearly explain what service/level of service the customers should expect from the Contractor, based on what is on the contract.

7. Surveillance Documentation

7.1 Discrepancy Reporting

7.1.1 If performance is determined unacceptable, the QAI must inform the Contractor’s on-site representative that performance is unacceptable and why, and request his/her initials on the surveillance form, DD Form 2773, Report of Contractor Services. By initialing and dating the form, the Contractor’s on-site representative is acknowledging that he/she has been told of the unacceptable performance, however they are not necessarily agreeing that the performance is unacceptable. If the Contractor later disputes the results of the on-site surveillance; then the QAI/COR will refer the Contractor to the Contracting Officer for resolution of the matter.

7.1.2 If at any time during the surveillance period the Contractor does not meet a Performance Threshold, the COR must determine whether the unacceptable performance was within the Contractor’s control. If the unacceptable performance is determined to be attributable to the Contractor, the COR will initiate a DD Form 2772, Contract Discrepancy Report (CDR),

7.2 Completion of the DD Form 2772:

7.2.1 The COR initiates the DD Form 2772 by filling in Blocks 1, 2, 3, 4, 5a, and 6 and forwards the form to the Contracting Officer. The Contracting Officer will insert the Contractor response date in Block 9 by stating “Please respond by (date)”. The Contracting Officer will then present the DD Form 2772 to the Contractor.

7.2.2 The Contractor completes Blocks 9 and 10 with their response to the discrepancy by the due date entered in Block 9 and return it to the Contracting Officer.

7.2.3 Upon receipt from the Contractor, the Contracting Officer reviews the Contractor’s response and determines if any further action is necessary for correction and prevention of recurrence.

7.2.3.1 If the Contracting Officer determines no future action is necessary, the Contracting Officer responds “yes” in Block 5c and completes Block 11. The Contracting Officer will send a copy to the Contractor and a copy to the COR, who will file the DD Form 2772 for future reference.

7.2.3.2 If the Contracting Officer determines the Contractor’s input in Block 9 does not satisfy requirements, the Contracting Officer will respond “No” in Block 5c and complete Block 11. The Contracting Officer will review the DD Form 2772 and all supporting data, gather COR and/or Contractor inputs as necessary, and determines the necessary action needed in Block 12 and signs Block 7. The Contracting Officer will inform both the COR and the Contractor of what action has been decided upon. After all actions have been completed, the Contracting Officer will complete Block 13 and provide a copy to the COR for future reference.

7.3 Surveillance Log The DD Form 2773, Report of Contractor Services comprises the Surveillance Log. QAIs must document surveillance as it is accomplished. The Surveillance Log is an official government record of inspections of the Performance Objectives contained in this plan and the Performance Work Statement. The COR will be responsible for maintaining and utilizing the DD Form 2773. A DD Form 2773 shall be filled out by the Quality Control Inspector for each inspection performed. Any item(s) not listed in the QASP or Performance Plan that was inspected must be documented. Any items inspected that are not contained on the DD Form 2773 must be documented and retained.

7.3.1 Completed DD Form 2773’s and any other surveillance logs/documents will be maintained in a surveillance folder (electronic filing system preferred).

Service Summary (SS)

No. PERFORMANCE

OBJECTIVE

PWS

REFERENCE

PERFORMANCE

THRESHOLD

Method of Surveillance

SS-1 Preparation, packing, loading and containerization of personal property for onward movement

PWS Part 1, paragraphs A4 and A7

No more than 3% of shipments are incorrectly packed, loaded and containerized per month.

Periodic Inspection

SS-2 Pick up/Delivery of Personal Property

PWS Part 1, paragraph A3

No more than 5% per month of the total number of shipments, or validated Customer complaints, for untimely pick-up/delivery

Periodic Inspection & Customer complaints

SS-3

Preparation and return of documentation

PWS, Part 1 paragraph A 2b, d,e,I, 4e, 5 and 8

98% on time submission of completed, accurate, legible documentation to Joint Personal Property Shipping Office (JPPSO) per month

Periodic Inspection

SS-4

Maintain adequate facilities and serviceable equipment

PWS, (PWS,

Part 1, paragraph A7h, and 10, Defense Transportation Regulation

(DTR),

Appendixes D and E).

Less than three violations per quarter based on inadequate facilities, or unserviceable equipment as outlined in part 4 of the Defense Transportation Regulation (DTR), Appendix G

Periodic inspection quarterly

SS-5

Protection and Accountability of Government Owned Containers (GOCs)

DTR

Appendix G, Part 1 Paragraphs A7a, 7a(1), 7e and 7g

No more than 2% of total number of GOCs improperly protected/constructed during the quarter. No more than one failure per month to re-cooper GOCs within the specified time.

Random Sampling

8. Performance Objectives The following is a list of the contractual Performance Objectives to be validated by QAI/COR. Each Performance Objective includes a government-predetermined Performance Threshold and the method that is used to perform the verification, i.e. DD Form 2773, Customer Complaints/Feedback, etc. The Performance Objectives are arranged according to the functional area they are associated with. Functional areas not listed were omitted because they did not have Performance Objectives identified as critical.

The Performance Objectives listed in this paragraph represent the minimum items that must have surveillance accomplished on a periodic basis.

8.1 Any surveillance of PWS requirements not required by the QASP or Performance Plan must still be documented in the Surveillance Log as described in paragraph 7.3. Metrics will be used wherever possible to track Contractor progress in meeting stated Performance Objectives. Metrics reports will be obtained by the Contractor, and Customer Complaints/comments will also be used.

8.1.1 Service Summary 1- Performance Objective: Preparation, Packing, Loading, and Containerization of Personal Property for onward movement (PWS Part 1, paragraphs A.4 and A.7)

Performance Threshold: No more than 3% of shipments are incorrectly packed, loaded and containerized per month.

Method of Surveillance: The QAI’s goal will be to evaluate 80% of the Contractor’s performance by utilizing the DD Form 2773. If the QAI is unable to conduct the evaluation at the member’s residence while the Contractor is there (preferred method) the QAI can call the member to conduct the evaluation telephonically. Every attempt should be made to use the preferred method while the job is in progress.

8.1.2 Service Summary 2 - Performance Objective: Pick-up/Delivery of Personal Property (PWS, Part 1, paragraph A3)

Performance Threshold: No more than 5% per month of the total number of shipments, or validated Customer Complaints, for untimely pick-up/delivery.

Method of Surveillance: The QAI’s goal will be to evaluate 80% of the Contractor’s performance by utilizing the DD Form 2773. It the QAI unable to conduct the evaluation at the member’s residence while the Contractor is there (preferred method) the QAI can call the member to conduct the evaluation telephonically. Every attempt should be made to use the preferred method while the job is in progress.

8.1.3 Service Summary 3 - Performance Objective: Preparation and return of documentation (PWS, Part 1, paragraph A 2b, d, e, i, 4e, 5, and 8).

Performance Threshold: 98% on-time submission of completed, accurate, legible documentation to Joint Personal Property Shipping Office (JPPSO) per month as follows:

a. When a reweigh is ordered, the Contractor will furnish weight tickets to the JPPSO billing department within seven (7) workdays of completion of the service.

b. Contractor contacts the assigned carrier, as indicated on the BL, within one (1) workday after the property is ready for shipment, to arrange for pickup.

When shipments are not picked up by the assigned carrier by close of business of the next workday, after Contractor’s notification, the Contractor will notify the ordering officer or the COR of the carrier’s failure to pick up the shipment not later than 9:00 am of the next workday.

c. Contractor must submit BL with pieces, weight, cube and separate weight for pro gear (if applicable) and carrier’s pro number, legible inventories, and weight tickets not later than four (4) workdays after pick up. Bill of Lading must have signature of the freight carrier driver and the date signed.

Method of Surveillance: COR will ensure the following monthly to validate that Performance Threshold is met; divide the total number of documents that are correct by the total number of documents and multiply by 100 to calculate the percentage of correct documents.

a. The billing section will monitor the receipt of weight tickets from the Contractor for reweigh and inform COR of any discrepancies.

b. On outbound shipments, the booking department will monitor the receipt of the information from the Contractor and inform COR of any discrepancies.

c. QAIs will spot check the Contractor’s warehouse for shipments on hand.

8.1.4 Service Summary 4 - Performance Objective: Maintain adequate facilities and serviceable equipment P

Performance Threshold: Less than three violations per quarter, based on inadequate facilities, or unserviceable equipment as outlined in Part 4 of the Defense Transportation Regulation (DTR), Appendix G.

Method of Surveillance: The QAI will conduct an initial inspection of the Contractor’s facility for compliance with the PWS using Appendixes G of the DTR.

Upon approval of the facility after the initial inspection, the QAI will conduct quarterly inspections of the Contractor’s facility. The COR will notify the Contracting Officer if the facility is found to be unsatisfactory.

8.1.5 Service Summary 5 - Performance Objective: Protection and Accountability of Government Owned Containers (GOCs) (DTR, Appendix G, Part 1 paragraphs A7a, 7a(1), 7e and 7g).

Performance Threshold: No more than 2% of total number of GOCs improperly protected/constructed during the quarter. No more than one failure per month to re-cooper GOCs within specified time.

Method of Surveillance: QAIs will:

a. Spot-check when the Contractor picks-up/delivers HHGS shipments.

b. Check quarterly at the Contractor’s warehouse.

c. QAIs will randomly check to ensure re-coopering of GOCs is performed by the Contractor, only when authorized by JPPSO. All repairs will be done prior to delivery to residence.

d. COR will ensure the Contractor, on an as needed basis, delivers GOCs to the site identified by JPPSO,

e. The QAIs/COR will validate that the inspection and disposition schedule of serviceable/unserviceable containers is complied with; serviceable or unserviceable containers have not been co-mingled; and that these two categories of containers are kept segregated.

f. The COR will validate that Contractors have provided JPPSO with a Government Owned Container Report (AF Form 384) fifteen (15) days after the contract start date and thereafter by the 5th of the month and that the Contractor maintains an accurate, up to date count of all Government Owned Containers.

g. The COR, as a one- time check, will ensure the new outbound DPM Contractor picked up the serviceable empty GOCs from the previous Contractor(s) not later than thirty (30) calendar days after commencement of the contract.