Attachment_3 - Vehicle Barrier QASP 27 June.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Vehicle Barriers Maintenance and Repair Services

Shaw Air Force Base, SC

27 Jul 2024

Basic Contract Number: (to be filled in after award)

Contractor Name:

SECTION 1 – INTRODUCTION/MISSION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the

Vehicle Barriers Maintenance and Repair (VB M&R) Services Multiple Award Contract Indefinite

Delivery Indefinite Quantity (MAC IDIQ) Performance Work Statement (PWS) for work performed under this Task Order. This QASP sets forth the procedures and guidelines to facilitate assessment of the Contractor’s performance and to determine if the Contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/ inspection process will be conducted, and provides the detailed process for a continuous oversight process regarding what will be monitored, how monitoring will take place, who will conduct the monitoring, and how monitoring efforts will be documented.

The VB M&R Services MAC IDIQ is for operational vehicle barrier preventive maintenance, inspection, and minor repair requirements, and was put in place to ensure compliance with Air Force Instruction

(AFI) 32-1001, Operations Management, by requiring at least monthly preventive maintenance on all vehicle barriers; reshape Air Force vehicle barrier acquisition and management by use of qualified contractor personnel and standardized maintenance which will ensure the safety, functionality, and lifespan of vehicle barriers across the Air Force; improve tracking of vehicle barrier status throughout the

Air Force; and allow for the true cost of ownership of vehicle barriers to be captured.

SECTION 2 – PURPOSE

This QASP is a Government-developed document used to determine if the Contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how to conduct surveillance/inspection to ensure successful PWS performance. It provides the detailed process for continuous process oversight to determine conformity with the technical requirements of the contract, including what will be monitored, how monitoring will be conducted and the results documented, and who will conduct the monitoring. The QASP also identifies how the Government will link surveillance of the Services Summary (SS) items to surveillance reporting, which feeds into the annual Contractor Performance Assessment Reporting (CPAR) evaluation. The Contractor is responsible for implementing and delivering performance that meets contract standards using its Quality

Control Plan (QCP). The QASP provides the structure for the Government’s surveillance of the

Contractor’s performance to assure that it meets contract requirements. It is the Government’s responsibility to be objective, fair, and consistent in evaluating Contractor performance. The

Contracting Officer (CO) shall also ensure that the Contractor receives impartial, fair, and equitable treatment under this contract and determines the final assessment of

Contractor performance.

This QASP is not part of the basic contract/Task Order nor is it intended to duplicate the Contractor’s QCP.

This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on Contractor performance. The Government may provide a copy of the QASP to the Contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the

Contractor. The QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

SECTION 3 – AUTHORITY

Authority for issuance of this QASP is provided under the Federal Acquisition Regulation (FAR)

Subparts 37.604 and 46.4; the Department of Defense FAR Supplement (DFARS) Subpart 237.172 and

246.401; the Air Force FAR Supplement (AFFARS) Mandatory Procedure (MP) 5301.602-2(d) and

5346.103; and FAR Clause 52.212-4, Contract Terms and Conditions -- Commercial Items, section (a) which provides for inspection and acceptance of the service called for in the contract or order. This acceptance is to be executed by the CO or a duly authorized representative.

SECTION 4 – OBJECTIVES

This QASP is designed to provide the multi-functional team (MFT) a vehicle to ensure delivery of VB

M&R Services within cost and on schedule. The QASP also provides the COR with an effective systematic surveillance method for each item listed in the MAC IDIQ’s PWS, specifically in Table 2:

Services Summary (SS).

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., results, not compliance). This QASP will define the performance management approach taken by the Government 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.

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 contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

SECTION 5 – ROLES AND RESPONSIBILITIES

The following personnel comprise the MFT and shall oversee and coordinate surveillance activities under this QASP.

There will be no MFT. However, the COR/Program Manager will conduct regular site visits as a part of their duties and will perform the surveillance aspect.

Assigned COR: Patrick Holland

Office Symbol: 20 CES/CEOES

Telephone: (803) 895-9712

Email: patrick.holland.7@us.af.mil

Contracting Officer’s Representative (COR)

The COR is responsible for providing continuous program and technical oversight of the Contractor’s performance. While the COR may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the Government’s behalf. The COR is responsible for reporting early identification of performance problems to the CO.

Specific duties of the COR include:

• Completing required COR training.

• Conducting surveillance and documenting the Contractor’s performance IAW the procedures set forth in the QASP.

• Recommending any changes necessary to the contract, PWS, QASP, or other items to the CO to provide operations that are more effective or eliminate unnecessary costs.

• Remaining abreast of changes to terms and conditions of the contract resulting from contract modifications.

• Performing only those duties/responsibilities delegated by the CO in the COR Designation.

o CORs shall not designate or re-delegate COR duties/responsibilities to another individual

– only a CO may designate a COR and delegate duties/responsibilities to a COR.

• Provide reports on Contractor performance to the CO or a CO designate (if applicable).

o If advised by the CO that reports are inadequate, ensure follow-on reports address issues expected by CO.

• Documenting each instance of Contractor performance deficiencies and reviewing with the CO.

• Assisting the CO with incorporating contract changes once approved by the MFT.

• Performing follow-up on customer complaints.

• Reporting customer complaint/performance issue trends to the CO.

• Attending meetings with the Program Manager (PM) and CO to discuss Contractor performance and review the COR surveillance file.

• Providing an annual performance assessment to the CO which will be used in documenting past performance, which will then be provided by the CO to the AFICC MAC IDIQ CO for use in preparing the Contractor’s annual CPAR evaluation at the basic MAC IDIQ level covering all Task

Orders performed on for the reporting period.

• Notifying the CO immediately regarding Contractor non-compliance with FAR Clause 52.222-50, “Combating Trafficking in Persons.”

o The Contractor shall comply with FAR Clause 52.222-50. Additional information about

Trafficking in Persons can be found at the site for the Department of State’s Office to

Monitor and Combat Trafficking in Persons: http://www.state.gov/j/tip.

o IAW the Defense Contingency COR Handbook’s section on Combating Trafficking in

Persons, the COR must inform the CO if the Contractor/Subcontractor and/or

Contractor/Subcontractor personnel fail to comply with the requirements of FAR 52.222-

50.

mailto:patrick.holland.7@us.af.mil http://www.state.gov/j/tip o The CO must provide the information to the DoD Combating Trafficking in Persons (CTIP)

Law Enforcement and Support / Office of Under Secretary of Defense (OUSD) Personnel and Readiness (P&R) Defense Human Resources Activity (DHRA).

Program/Project Manager (PM)

The PM has the overall responsibility for initiating, managing, and tracking the project. The PM serves as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters;

however, they are not empowered to make any contractual commitments or any contract changes on the

Government’s behalf. The PM is the primary liaison of the Contractor employees’ performance and the

CO and the COR. The PM is responsible for assisting in the preparation of requirements documents providing customers with a single contact point, monitoring the Contractor’s overall performance on the assigned Task Order, and recommending contract changes and other supporting documentation. The CO and PM share joint responsibility in facilitating the MFT meetings.

Assigned PM: XXX Office Symbol: XXX Telephone: XXX Email: XXX

Contractor

The Contractor is responsible for fully complying with the terms and conditions of the basic contract and Task Order and ensuring non-conforming contract services are identified and corrected.

Specific duties of the Contractor include:

Implementing and delivering performance that meets contract standards using its QCP.

o The QCP was provided to the AFICC MAC IDIQ CO after award of the basic contract and reviewed by the CO and the AFCEC Antiterrorism Subject Matter Expert (SME) to ensure it will result in successful Contractor performance for all Task Orders issued under the basic contract.

o The QCP includes the SS elements of the PWS and sets forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS.

o Quality control is based on work output, not workers, and therefore includes all work performed under this Task Order regardless of whether the work is performed by

Contractor employees or by Subcontractors.

o This QASP enables the Government to take advantage of the Contractor’s commercial QC procedures.

Ensuring that the QCP is revised when necessary to prevent recurrence of non-conforming contract services.

Tendering to the Government for acceptance only those services that conform to contract requirements.

Submitting reports/deliverables as required in the PWS.

Attending MFT meetings as requested.

Responding to CARs generated by the COR.

Making required changes in processes and practices to ensure performance is managed effectively.

Recommending any changes to the contract that will provide operations that are more effective or eliminate unnecessary costs.

mailto:patrick.holland.7@us.af.mil

Assigned Contractor Representative: XXX (to be filled in after award)

Company: XXX

Telephone: XXX

Email: XXX

SECTION 6 – PERFORMANCE REQUIREMENTS & METHODS OF SURVEILLANCE

Contract Surveillance

The goal of the QASP is to ensure that Contractor performance is effectively monitored and documented.

The COR’s contribution is their professional, non-adversarial relationships with the CO, PM, and the

Contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of Contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the Contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the Contractor’s performance. Additionally, this QASP is based on the premise that the Contractor, not the Government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

Performance that continually exceeds the performance objectives as outlined in the PWS may result in reduced surveillance and favorable CPAR evaluations. Performance that does not meet the performance objectives as outlined in the PWS may result in re-performance of the defective service (preferred method), negative CPAR evaluations (at the basic contract level), increased surveillance, not exercising an option period, or termination for cause.

Quality performance by the Contractor is expected on all contract requirements and is not limited to just SS items. All non-SS items may be inspected by the COR.

The COR shall adhere to the advice of the Subject Matter Experts (SME) from 20th Civil Engineer

Squadron/Structures Element and 20th Security Forces Squadron in achieving goals and outcomes. The

SMEs shall accompany the COR on inspections when requested.

Surveillance Summary

The SS below (per the MAC IDIQ’s PWS Table 2) is a list of the performance objectives and standards that must be performed by the Contractor. Each objective (first column) includes the applicable MAC IDIQ

PWS reference (second column), a Government-determined Performance Standard (third column), and surveillance method (fourth column). The COR will inspect and validate successful achievement of each performance objective.

Performance objectives define the desired outcomes. Performance standards/thresholds define the level of service required under the Task Order to successfully meet the performance objective. The Surveillance

Method defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the Contractor’s performance as it relates to the performance standards/thresholds. The PWS and QASP should be used to form the foundation of the COR’s inspection.

SERVICE

PWS

REFERENCE

PERFORMANCE

STANDARD AND

ACCEPTABLE QUALITY

LEVEL

SURVEILLANCE

METHOD

Barrier System

Operational Rates 1.2, 1.3, 4.3, 9.3

96% operational rate as described in PWS Section 9.3

Review of Quarterly

Reports and Periodic

Surveillance

Full Preventive

Maintenance (PM) 1.3.1

100% performance of PM requirements

Review of Quarterly

Reports and Periodic

Surveillance

Contractor Hotline 1.3.1.3 100% of calls responded to within the specified timeframe

Review of Quarterly

Reports and Periodic

Surveillance

Telephone Support 1.3.1.4

100% of calls responded to within two (2) hours by qualified Lead Technician

Review of Quarterly

Reports and Periodic

Surveillance

Emergency/Routine

Service Call Repairs 8.1

100% of Service Call repairs made within specified timeframe without a callback

Review of Quarterly

Reports and Periodic

Surveillance

Emergency/Routine

Service Call Response 8.1.2, 8.1.3

100% of Service Calls responded to within specified timeframe by qualified Lead

Technician

Review of Quarterly

Reports and Periodic

Surveillance

Deliverables 9.4 100% on-time delivery to the

Government

Review of CDRL

Deliverables

Customer Satisfaction 9.5 Satisfactory rating from all sites

Periodic Surveys, Customer Complaints

Methods of Surveillance

Review of Quarterly Reports and Periodic Surveillance: The COR will review the Contractor’s

Quarterly Report as prepared IAW the MAC IDIQ’s PWS Section 7.1 and perform periodic surveillance.

An example of periodic surveillance is a COR selecting the time of surveillance for a Contractor-provided service as it becomes available. Furthermore, the periodic method of surveillance allows CORs flexibility in meeting quarterly surveillance schedule requirements and provides CORs the ability to target known problem areas; however, CORs using periodic surveillance should ensure all PWS services and SS items are sufficiently sampled to validate Contractor conformity. Quarterly scheduling of periodic surveillance requires CORs to plan a specific number of surveillances for each service during a scheduled surveillance period rather than scheduling a specific date and time of surveillance. Periodic surveillance can be accomplished concurrently while the Contractor is performing a service or after a service is completed.

100% Inspection: The COR will inspect and evaluate the Contract Data Requirements List (CDRL) deliverables submitted by the Contractor each time they are submitted. The result of the deliverables will then be evaluated to determine acceptability of the deliverables.

Periodic Surveys and Customer Complaints: The AFICC VB M&R Services Program Team will gauge customer satisfaction of all customers/bases who issue a Task Order on the basic MAC IDIQ via periodic surveys and customer complaints received at the AFICC MAC IDIQ level. The AFICC VB M&R Services

Program Team will issue periodic customer satisfaction surveys to customers (CO, COR, and PM) who have utilized the MAC IDIQ to obtain customer feedback, and will review customer complaints received via quarterly data calls. Further, per the MAC IDIQ’s Ordering Guide, customers have the option to inform the AFICC VB M&R Services Program Team of significant or recurring performance issues with a

Contractor that cannot be resolved at the base level, at which point the base-level CO may escalate the issue to AFICC’s level for assistance. The Customer Complaint Record attached to the MAC IDIQ’s Ordering

Guide is to be utilized for these instances, which is a tailored version of the Customer Complaint Record that the bases will use to handle base-level issues (see Section 8 below).

SECTION 7 – SURVEILLANCE DOCUMENTATION

Monitoring Forms

The COR will ensure a COR file is maintained with COR records (COR designation, Task Order, modifications, minutes, invoices/payments, inspection results, QASP, etc.) and Memorandums for Record

(MFRs) on significant issues relating to the Task Order as required in DoDI 5000.72.

Corrective Action Report (CAR)

The CAR is used when a defect or deficiency exists that exceeds the performance standard allowed within the contract and formal action is required for the CO to issue a notice of unacceptable performance to the

Contractor. All tasks listed in the Task Order shall be subject to review and remedy if deemed by the MFT.

The COR will draft CARs for each area of contractual non-conformity immediately after the defect or deficiency occurs, and forward to the PM for review and the CO for issuance to the Contractor. Contractor responses to CARs require identification of root cause, corrective action, follow-up actions, and get-well date. In order to manage corrective action suspenses and subsequent contractor responses, the COR shall establish a tracking system for corrective actions that includes the date the COR submitted the CAR to the

PM, the date reviewed by the PM, the date reviewed by the CO, the date issued by the CO, the Contractor’s identified root cause and proposed corrective action, the Contractor’s follow-up actions, and the get-well date. Once the corrective action is taken, the COR should monitor the situation to determine whether unacceptable performance is corrected. A CAR template is available in AFFARS 5346.401.

There are two types of CARs:

Minor: A minor discrepancy is a departure from established standards having little bearing on the service provided. Some examples would be data deliverables with minor grammatical or spelling errors or insufficient copies of documents. When the COR identifies a minor discrepancy, the COR shall document the discrepancy and verbally contact the designated Contractor representative, but is not required to notify the CO; however, if the same minor discrepancy is identified more than once, it may be an indication that a major discrepancy is occurring or has occurred because the Contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the CO in writing, which may include e-mail.

Major: If at any time the COR identifies a condition as having a significant adverse effect on the quality of the service, such as those stated below, the COR shall document their findings and notify the CO immediately in writing (e-mail is acceptable). Major discrepancies will be reported by the COR to the designated Contractor representative in writing; however, copies of written correspondence will be coordinated with the CO prior to issuance to the Contactor representative. Some examples are Contractor failure to meet a performance objective, failure to provide adequate corrective action to preclude recurrence of Government-identified findings, failure to provide corrective action to deficiencies identified by the COR within a prescribed suspense period, or failure to adhere to security regulations that results in a security incident.

Customer Complaint Record

The COR shall ensure complaint procedures and forms are made available to all customers. Any personnel that observe questionable or incomplete services or services not performed, or performed improperly, should immediately contact the COR. The COR shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the complainant and explain why the complaint was invalid. The COR shall fully document the resolution for each complaint on the Customer

Complaint Record. Complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the CO in writing. The CO will notify the Contractor and appropriate action can be taken. A

Customer Complaint Record template is available in AFFARS 5346.401.

The value of customer complaint surveillance is its ability to further validate Contractor performance of services if other surveillance methods indicate unsatisfactory performance of service exists. CORs should consider that the existence of such complaints does not necessarily indicate a service is nonconforming but may indicate a personality conflict or other non-contractual issue. To be considered valid, customer complaints must be submitted via the Customer Complaint Record and must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate. All complaints and any resulting resolution of such complaints must be documented with the information required on the Customer Complaint Record, which become a permanent part of the COR file.

Performance Assessment Report (PAR)

PARs will be used to report all minor discrepancies and will be generated by the COR and sent to the

Contractor for corrective action. The Contractor will be given 10 business days to correct discrepancies unless they request an extension. If three (3) minor discrepancies are found, combine them and process a

CAR. A PAR template is available in AFFARS 5346.401.

Quarterly Surveillance Report

The communication of expected outcomes begins the performance management feedback loop.

Performance standards are expressed in the PWS and are assessed using the methods of surveillance shown in the SS. Surveillance will be conducted on a quarterly basis. Document each scheduled COR inspection on a locally devised COR surveillance form. After completing surveillance, the COR should request that a

Contractor representative initial the completed form in order to ensure the Contractor is aware the surveillance took place and was made aware of any noted defects in the surveilled service. The surveillance report should address the planned work to be accomplished during that period, actual work completed, quality and timeliness of deliverables, areas of compliance and non-compliance to include accomplishments, areas for improvement, and status of CARs, and must contain the SS with performance ratings and explanations for any PWS requirements rated above or below “Satisfactory.” The report shall also identify both positive and negative performance. The report will become part of the QA documentation and will enable the Government to demonstrate whether the Contractor is meeting the stated objectives and/or performance standards, including technical/scheduling objectives. If any scheduled inspections were not accomplished during the surveillance period, the COR should document why the surveillance was not completed in the report. The surveillance report format is to be determined by the COR, PM, and CO, and shall be signed and dated by the COR and CO.

Annual Contract Performance Assessment Reporting (CPAR) Evaluation

IAW FAR 42.1502 and supplements, past performance evaluations shall be prepared at least annually and at the time the work under a contract or order is completed. Past performance evaluations are required for service contracts exceeding $1M. Past performance information shall be entered into the CPAR System

(CPARS). The AFICC VB M&R Services Program Team is responsible for preparation and submission of the Contractor’s annual CPAR evaluation, and will rely on inputs from the CO/COR regarding surveillance on actual services performed under the Task Order for the reporting period.

The VB M&R Services requirement falls within the business sector, Non-Systems Services. The areas for evaluation of the Non-Systems Services sector are as follows: Quality, Schedule, Business Relations, and

Management of Key Personnel.

SECTION 8 – ACCEPTANCE OF SERVICES

The COR will certify that acceptable services were received IAW the terms and conditions of the contract.

The COR will function as the Service Acceptor of Contractor services via the Wide Area Work Flow

(WAWF) payment instructions per DFARS Clause 252.232-7006. Acceptance of services shall be accomplished no later than seven (7) calendar days after receipt of the invoice. To avoid payment of interest penalties, if the invoice is unacceptable, it should be rejected in WAWF within the first seven (7) calendar days after receipt of the invoice, and the CO should be notified immediately.

SECTION 9 – CONTRACT MANAGEMENT

The MFT shall conduct periodic progress meetings to review the Contractor’s performance. At these meetings, the CO will apprise the Contractor of how the Government views the Contractor’s performance and the Contractor will apprise the Government of problems, if any, being experienced. The Contractor shall immediately notify the CO and/or COR of any work being performed that the Contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues (i.e. CPARS, customer complaint reports, etc.). The MFT shall also provide any recommended changes to the QASP to the CO at the progress meetings or on an annual basis (at a minimum).

COR Contract File

A contract file must be established and maintained by the COR.

SECTION 10 – COORDINATION AND APPROVAL

The MFT member signatures below indicate their coordination and acceptance/approval of this QASP for

VB M&R Services at Shaw Air Force Base. These signatures indicate coordination on the plan at the time of development and will remain in effect until the plan is changed.

Date: ____________

Date: ____________

QASP Coordination:

Patrick Holland, GS-9

Contracting Officer’s Representative (COR) /

Program Manager

20 CES/CEOES

KEVIN D. HARRINGTON JR., Civilian

Contracting Officer

20 CONS/PKA