Attachment_2_-_QASP.pdf

RFP FA2860-21-R-0013

ATTACHMENT 2

Quality Assurance Surveillance Plan

For

EXECUTIVE AIRLIFT FLIGHT DISPATCH

89 OG/OGP

September 7, 2021

1. Objective. The objective of this contract is to provide 24/7 Federal Aviation Regulation (FAR) Part 121-like Flight Dispatch service of four Boeing 757-200 (designated C-32A), four Boeing 737-700 (designated C-40B) and seven Boeing 737-700 (designated C-40C) Commercial Derivative Aircraft (CDA) assigned to the 1 AS (AMC), 201 AS (ANG), and 73 AS (AFRC).

2. Multi-Functional Team (MFT) Goals. (Results the MFT is striving to achieve in managing acquisitions.

2.1. Cost Savings. Acquire state-of-the-art FAR Part 121-like flight dispatch services at the best possible price to ensure quick, accurate mission execution support to the Distinguished Visitor (DV) Airlift Active, Guard, and Reserve fleets.

2.2. Efficiencies. Achieve and maintain the highest level of support which provides 24/7 worldwide flight dispatch support and flight following services. On-demand routing changes, electronic flight plan filing, weather and other flight hazard analysis, airfield and airway NOTAMs, aircraft performance data, data uplink to flight management systems, all of which to be delivered quickly and accurately.

2.3. Improved Customer Service. DV airlift customers demand immediate reaction and instant service changes. Flight dispatch service allows the capability of a team of dispatchers to be readily available to immediately engage with the crew to provide them the changes requested by the customer, quickly and with flight safety at the forefront of consideration.

3. MFT Roles and Responsibilities.

3.1. Functional Services Manager (FSM) Serve as the government’s functional authority and are responsible for successful delivery of the contracted requirements, focusing on cost, schedule, performance, and risk.

3.2. Contracting Officer. The Contracting Officer (CO) is the only government representative to enter into, administer, and/or terminate contracts and make related determinations and findings. The CO is the only government representative authorize to delegate) delegation must be in writing) specific contract administration duties to other individuals. This includes the Contracting Officer Representative (COR). The CO ensures oversight and control contracting actions.

3.3. Quality Assurance Program Coordinator The QAPC is responsible for developing, managing, and implementing the Quality Assurance Program. The QAPC also provides refresher training as needed.

3.4. Contracting Officer Representative (COR) The COR shall be familiar with contract terms and conditions. The COR shall request additional training, if needed, from the CO.

The COR shall monitor the contractor’s performance in accordance with this Quality Assurance Surveillance Plan (QASP), evaluate the contractor’s performance and report the results in a monthly report, citing contractor deficiencies and providing specific details of each deficiency. The COR will note and document unacceptable performance.

3.5. COR Supervisor. Nominates a COR (and alternate COR personnel if needed), as early in the acquisition cycle as practicable to provide subject matter expertise during acquisition planning and contract formation to ensure familiarity with the requirement, specific terms and conditions of the resultant contract, and the responsibilities to be designated. Reviews and approves (certify) or rejects COR nominations in the JAM module, when submitted by an assigned COR in JAM. Ensures the COR nominee is registered as a Procurement Integrated Enterprise Environment (PIEE) online user (located at https://piee.eb.mil/piee-landing/).

3.6. Contractor. The contractor shall control the quality of supplies or services. The contractor shall tender to the government for acceptance only those supplies and services that conform to contract requirements. The contractor shall provide and maintain an inspection system or program for the control of quality that is acceptable to the government.

4. Strategy, Methods, and Tools for Assessment.

4.1. Strategy. Assess contractor performance IAW with the services summary to include the following methods: periodic assessment, customer complaints, and/or contractor-generated reports.

4.2. Assessment Methods.

4.2.1. General Methods.

4.2.2. Services Summary with Assessment Methods.

https://piee.eb.mil/piee-landing/ https://piee.eb.mil/piee-landing/

Performance Objectives PWS Reference Performance Thresholds Assessment

Method

Contractor shall provide all management, personnel, labor, and services necessary to perform all requirements IAW the PWS timeframes

1.5.1.3 1.5.1.5 1.5.1.8 1.5.1.9 1.5.2.4 1.5.3.3.1 1.5.3.3.2 1.5.3.3.3 1.5.3.4 1.5.3.5 1.5.3.6 1.5.3.7 1.5.3.7.1 1.5.3.8 1.5.3.8.1 1.5.4.1 1.5.4.3

Performance is acceptable when there are not more than two late or incomplete data deliverables per month.

Customer complaint

Contractor shall complete flight planning analysis (pre-mission execution)

1.5.1.1 Performance is acceptable when there are not more than two incomplete flight planning analyses delivered per month.

Customer complaint

Contractor shall provide completed diplomatic clearances

1.5.1.2 there are not more than two incomplete diplomatic clearances per month.

Customer complaint

Contractor shall complete mission review

1.5.1.4 there are not more than two incomplete mission reviews delivered per month.

Customer complaint

Contractor shall calculate

TOLD % WB

1.5.1.6 there are not more than two inaccurate TOLD and W&B calculations per month.

Customer complaint

Contractor shall file timely flight plans with ATC for tasking agency

1.5.1.7 there is not more than one untimely filing of a flight plan with ATC per year.

Customer complaint

Contractor shall provide weather assessment

1.5.2.1 there are not more than two incomplete weather assessments provided per month.

Contractor shall provide flight re-planning and package update

1.5.2.2 Performance is acceptable when

there are not more than two incomplete or unexecuted flight re-planning actions per year.

Contractor shall provide safety of flight services

1.5.2.3 there is not more than one incomplete or unexecuted action relative to safety of flight services per year.

Customer complaint

Contractor shall provide ACARS ground host processing access

1.5.3.1 1.5.3.2 there are not more than two instances when ACARS ground host processing is undelivered per year.

Customer complaint

Contractor shall provide management of data subscriptions

1.5.4 Performance is acceptable when

there is not more than one instance when data subscriptions are out of date per year.

Customer complaint

Contractor shall provide off-cycle navigational database updates on an as requested basis

1.5.4.2 Performance is acceptable when

aircraft databases are updated not later than three days prior to home station departure more than once per year

Customer complaint

Contractor shall provide two annual dispatch orientation sessions for each unit

1.5.5 Performance is acceptable when

there are no less than two sessions per year

Customer complaint

Contractor shall implement a Phase-In program

1.5.6 Performance is acceptable when

activities, milestones, and timeframes are realistic in achieving contract-ready performance by the beginning of the contract period of performance

Customer complaint

Contractor shall implement a Phase-Out program

1.5.7 Performance is acceptable when a

plan is submitted and accepted not later than 6 months prior to the end of the contract

Contractor shall provide a single POC responsible for all contract requirements

3.1.2 Performance is acceptable if a POC

is forwarded to the Contracting Officer within 10 days

Customer complaint

Contractor shall provide a list of key personnel and subsequent changes to the Contracting Officer Representative

3.1.3 Performance is acceptable if initial

list is accomplished within 15 calendar days, and within 3 business days if changes are made to this list

4.3. Tools. Inspections and review of status reports.

5. Management Approach. The COR will perform periodic inspections and review status reports to ensure the contractor is performing in accordance with the PWS.

5.1. The COR shall evaluate the services required by each requirement to ensure complete compliance.

5.2. Validated customer complaints shall not exceed the thresholds cited in the Services Delivery Summary for each performance objective. The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.246-4, Inspection of Services- Fixed Price, if any of the above service areas exceed the validated customer complaint thresholds.

5.3. The contractor shall produce a Quality Control Report citing: date of internal inspection results, who completed outcomes and future preventative measures of inspection results. Contractor shall share any performance mechanisms/reports with the Government to ensure industry standards are met.

5.4. COR shall submit a monthly summary assessment report to the CO and Functional Service Manager (FSM) no later than the first week (five business days) of the month following the assessed month. The report shall identify the number of assessments scheduled and conducted, the number of unacceptable performances observed, the number of Corrective Action Reports issued, number of valid complaints, any significant contractor performance discrepancies, and a rating of the Contractor’s overall performance. The report shall be signed/dated by the COR plus FSM and uploaded into Surveillance Performance Module (SPM) which replaced CORT Tool. The CO on the sixth business day will verify the monthly report is in SPM.

6. Unacceptable Performance

6.1. When the contractor’s performance is deemed unacceptable, COR will determine the cause of the unacceptable performance. If any Government action, or lack of action, caused or contributed to the unacceptable performance, the unacceptable performance will not be counted against the contractor. The COR will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The COR will completely document the circumstance.

6.2. When the unacceptable performance is not the result of Government action, or lack of action, COR shall promptly notify the contractor and issue a Corrective Action Report (CAR) to the contractor to assure corrective action is taken. By initialing and dating the CAR, the contractor is acknowledging that they have been informed of the unacceptable performance and is not agreeing with the performance assessment. COR shall direct the contractor to re-perform the service, if possible, without additional cost to the Government. If the contractor challenges the validity of the COR’s unacceptable assessment finding, and the COR and contractor cannot come to an agreement, the matter shall be referred to the Contracting Officer for resolution. The contractor shall be required to return all completed CARs to the COR no later than the suspense date indicated on the CAR.

6.3. Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

6.4. The COR shall maintain a CAR log of all CARs issued to the Contractor (a locally devised form may be used). The CAR log shall contain the CAR number, date issued, contractor, description of unacceptable performance, suspense date, and closeout date.

All CARs and CAR logs shall be maintained by the COR for the life of the contract.

1st Ind, 89 OSS/OSOF

JOSEPH T. FLYNN, Civ, DAF Contracting Officer Representative

2nd Ind, 316 CONS/PKC

William Jee, Civ, DAF Contracting Officer

3rd Ind, 316 CONS/PKP

KENNETH M. GRIMSLEY

Quality Assurance Program Coordinator

APPENDIX A

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

APPENDIX B

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

APPENDIX C

PERFORMANCE ASSESSMENT REPORT (PAR) (If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER NUMBER 2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF

COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRENTATIVE REMARKS