Attachment 6 - QASP.pdf

Attachment 6

QASP

FA2396-26-R-B008

i

QUALITY ASSURANCE SURVEILLANCE PLAN

711th Human Performance Wing Mission Support Professional Services

Table of Contents

Section Title Page

A General 1

B Roles and Responsibilities 3

C Services Summary and Method of Surveillance 7

D Surveillance Procedures 9

E Unacceptable Performance 11

F Certification/Acceptance of Services 12

G Sample Customer Feedback Report 13

H Review and Acceptance 14

SECTION A

GENERAL

1. Purpose: This quality assurance surveillance plan (QASP) was developed in accordance with DAFI 63-138, Acquisition of Services, with respect to the Government’s quality assurance requirements. This plan will be used by members of the multi-functional team (MFT) to ensure compliance as well as to assess the success of each contract awarded in meeting the objectives established at the onset of each service contract/task order.

2. Objectives: This QASP prescribes how the Government will assess contractor performance and manage the contract. This QASP is based on the premise that the Contractor is responsible for contract management and quality control. The Government’s objective in contracting for services is to assist personnel in meeting mission requirements not supported by civilian or military authorizations. The Government’s assessment procedures and Contractor’s quality control procedures are intended to ensure acceptable contractor performance.

3. Results: The results in managing this acquisition through the QASP are to provide the

711 HPW with technical support at the highest level of capabilities, which is free from organizational conflict of interest and bias in order to improve the effectiveness and efficiency of the Government organization. Success for the awarded contracts/task orders is defined as achieving these outcomes as stipulated in the Services Summary in the performance work statement (PWS) of the basic contract and that the government receives the services for which it is paying.

4. Incentive Plan: Positive incentives as a result of performance that continually exceeds the performance objectives as outlined in the Services Summary in the basic contract PWS may result in a favorable Contractor Performance Assessment Report (CPAR) as well as award of the option periods for a task order, as applicable. Negative performance incentives include re-performance of the defective service in accordance with the Inspection of Services clause, reduction of price, negative CPAR reporting and/or increased surveillance, and not exercising possible options.

5. The role of Government surveillance is to ensure contract standards are achieved. In conducting surveillance, Government personnel are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

6. This QASP is a living document and shall be revised or modified by members of the 711

HPW Program Support division (OMP), who function as the Program Management Office (PMO) for the contracts as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained as detailed in the Service Summary (SS) of the PWS and QASP.

7. Revisions of the QASP are the joint responsibility of the MFT and are accomplished with the approval of and by the Contracting Officer (CO).

SECTION B

ROLES AND RESPONSIBILITIES

1. Multi-Functional Team: The purpose of the multi-functional team is to create an environment that shapes and effectively executes the 711 HPW’s service acquisitions. The emphasis is on teamwork, trust, common sense, and agility. These stakeholders are responsible for the acquisition throughout the life of the requirement, instituted under the authority of the senior leadership; every representative within the multi-functional team brings to the team their unique level of expertise. The following members will participate in the performance management of the awarded contracts/task orders. Their roles and responsibilities are described as follows:

2. 711th Human Performance Wing Program Support Division (711 HPW/OMP)

a. Functions as a Program Management Office (PMO), which includes establishing program metrics, maintaining operational procedures and ordering guides, monitoring overall contractor performance, conducting performance assessments, and completing annual Contractor Performance Assessment Reporting System (CPARS) reports at the contract level.

b. Provides comprehensive contract management and oversight of all Contractors under the Indefinite Delivery/Indefinite Quantity (IDIQ) multiple award contracts.

c. Performs market research throughout the life of the contract to maintain knowledge base in the commercial marketplace. Fosters partnerships with industry to ensure exchanges of information with the service industry and other business experts.

d. Conducts quarterly surveillance for each contract.

e. Maintains responsibility in assisting in the preparation of all requirements documents initiated by the directorates and providing 711 HPW customers with a single point of contact.

f. Serves as the Contracting Officer Representative (COR) on task orders.

1. Has written delegation to serve as the technical monitor in assessing contractor performance against contract performance standards and administrative managers of contract actions and documents.

2. Meets the education and experience level and administrative requirements to function as a COR on the contracts.

3. Provides the respective basic contract 711 HPW/OMP Program Manager surveillance regarding the performance on subsequent task orders to be included in the quarterly surveillance and the CPAR.

3. Contracting Officer

a. Provides oversight for requirements in planning, assessing contractor performance, and monitoring task orders from requirements definition throughout the life of the task order.

b. Ensures personnel on the MTF multi-functional team receive the appropriate level of training to meet local needs.

c. Delegates responsibilities to Contracting Officer’s Representative (COR).

d. Provides oversight to ensure all necessary training is completed.

e. Delegates authority for inspection and/or acceptance in accordance with the terms and conditions of the task order(s).

f. Informs the Contractor of the names, duties, and limitations of authority for all CORs assigned to the task order.

g. Routinely assesses the COR’s performance and advises the COR supervisor of any problems.

h. Assesses/manages contractor performance assessment data, including submitting input to the Program Management Office in the development of the annual Contractor Performance Assessment Reporting System (CPARS) reports.

i. Issues task order modifications as necessary.

j. Takes formal action against the Contractor for unacceptable task order performance, when appropriate.

4. Quality Assurance Program Coordinator

a. Coordinates all aspects of the quality assurance program

b. Provides initial COR training to the Service Designating Official (SDO), COR supervisor, and all CORs.

c. Ensure ethics and integrity are stressed in relation to the COR, COR management and contractors.

d. Provides COR training and information as needed.

5. Services Acquisition Decision Authority SADA

a. Ensures requirements documents developed by the multi-functional team satisfy mission requirements and foster innovation.

b. Ensures all personnel within the functional area who may have contact with contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

6. Government Supervisor (Personal Services)

a. Government employee who supervises the contracted health care worker.

b. Assists in the development of the requirement documentation with the COR

c. Notifies the Contracting Officer Representative (COR) of any significant performance deficiencies.

d. Validates acceptance of services to the COR.

e. Identifies opportunities to improve performance throughout the life of the task order.

7. Technical Advisor (Non-Personal Services)

a. Government employee who is the technical expert to provide technical input and assists in the development of the requirement documentation with the COR

b. Notifies the Contracting Officer Representative (COR) of any performance deficiencies.

c. Validates acceptance of services to the COR.

d. Identifies opportunities to improve performance as a result of their technical expertise, throughout the life of the task order.

8. Contractor

a. Complies fully with the terms and conditions of the contract and task order

b. Ensures that non-conformance of contract and task order requirements are identified, corrected, and prevented from recurrence.

c. Tenders to the Government for acceptance only those services that conform to contract and task order requirements.

d. Recommends any changes to the contract or task order that will provide more effective operations or eliminate unnecessary costs.

SECTION C

SERVICES SUMMARY

Requirement Reference Acceptable Quality Level

Monitoring Method

Qualified personnel are present for duty on schedule

PWS Para 2.3.1, 3.1.2, and 3.3.1

95% of personnel are present for duty at start of performance

100% Inspection Quarterly Surveillance

Replacement/substitute personnel are provided in a timely manner

PWS Para 2.3.2 and 2.3.3

95% of replacement/substitute personnel are present for duty such that position vacancies do not exceed 15 business days

100% Inspection Quarterly Surveillance

Maintains a stable workforce

PWS Para 2.3.2

Turnover, defined as contractor personnel leaving a position before the task order end date, shall be less than 20% across all contracted positions.

100% Inspection Quarterly Surveillance

Provide satisfactory customer service for each requirement

PWS Para 2.3.4

100% of validated customer complaints made and addressed via Corrective Action Reports are resolved within the timeframe provided

100% Inspection Quarterly Surveillance, Government management oversight, deficiency reports, letters/emails of concerns

Compliance with security requirements

PWS Para 3.1.2, 5.1.1, 5.1.2, and 5.1.3

100% of contractor personnel meet security requirements

100% Inspection Quarterly Surveillance

Management of task orders meets all required thresholds identified in the task order PWS

PWS Para

2.3.3 and 4.0

90% of task order Acceptable Quality Levels are met where task order includes additional service

100% Inspection Quarterly Surveillance summaryrequirements

Manages currency of qualifying factors (certifications, licensure)

PWS Para 2.3.3 and 3.1.2

100% of requirements are renewed before the expiration date

100% Inspection Quarterly Surveillance

Submits deliverables and invoices on time

PWS Para 2.3.7, 3.4 and 6.0

95% of all are deliverables are delivered on-time as defined in the CDRL;

95% of all invoices are submitted monthly; 100% of CDRLs and invoices must be submitted within 10 business days after deadline

100% Inspection Quarterly Surveillance

SECTION D

SURVEILLANCE PROCEDURES

1. Surveillance The contractors will be monitored and assessed throughout the period of performance of their respective contracts. The 711 HPW CORs/PMs will perform an assessment for each applicable TO that he/she is assigned. When a discrepancy in contractor performance occurs, the 711 HPW COR/PM will notify both the CO and the contractor PM to resolve the discrepancy.

2. Methods of Surveillance

2.1 Quarterly Surveillance: 711 HPW/OMP PMs/CORs will verify Contractor compliance with designated Performance Objectives on a quarterly basis, documenting their findings on a Quarterly Surveillance Report. The purpose of this report is to provide a brief synopsis of Contractor provided services or a meeting/conversation with the Contractor regarding PWS performance in a given functional area. The Quarterly Surveillance Report is an official Government record of the Performance Objectives. The intent of the surveillance approach is to gain confidence in the Contractor’s ability to provide satisfactory services. The respective 711 HPW/OMP PM will submit surveillance metrics to Contracting no later than the 15th of the last month of each reporting period.

2.2 Customer Feedback: The 711 HPW/OMP COR will be in constant communication with the Government Supervisor (personal services) or the technical advisor (non-personal services).

2.2.1 The 711 HPW/OMP must contact the Government Supervisor or the technical advisor, as applicable, at a minimum of once a month in regards to performance on the task order.

2.2.2 Performance issues will be documented as they occur. Any time a performance issue has a significant adverse effect, the COR must be contacted by the Government supervisor (personal services) or the technical advisor (non-personal services). Also, the information must be relayed to the CO.

2.2.3 Positive performance can be submitted to the COR at any time.

3. Corrective Action

3.1 When unacceptable performance or a defect in service has been discovered, a customer complaint identifying the discrepancy shall be submitted to the COR. The COR will investigate the item and determine if the complaint is contractually valid. If valid, the complaint is forwarded to the CO for corrective action. If the CO determines that the negative comments are not valid, the COR will be informed of the reason(s) why.

3.2 The CO will contact the Contractor’s program manager via a formal Customer Complaint to inform him/her of any deficiency that was observed. Every effort should be expended to get a mutual agreement that the issue is accurately stated and the contractual reference correctly interpreted.

3.3 After the Contractor documents the proposed corrective action, the CO will evaluate the proposed corrective action and forward the record, to the COR. The CO will determine if further actions need to be taken against the Contractor, such as reduction in price in accordance with Inspection of Services clause. The CO’s disposition of the corrective action and proposed corrective action will be annotated on the record, and copies will be returned to the COR and the Contractor.

SECTION E

UNACCEPTABLE PERFORMANCE

In accordance with the contract Inspection of Services clause, if any of the services do not conform to contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. This includes, but is not limited to, termination of Contractor personnel and recruitment of substitute personnel that are equally qualified within established timeframes. Unacceptable performance re-performed by the contractor still counts as unacceptable performance. When the defects in services cannot be corrected by re-performance, the Government may:

1. Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

2. Reduce the contract price to reflect the reduced value of the services performed.

3. If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance is in conformity with contract requirements, the Government may:

3.1 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

3.2 Decrease the invoice amount in relation to performance; or

3.3 Terminate the contract

SECTION F

CERTIFICATION/ACCEPTANCE OF SERVICES

Certification of services is performed by the CORs or the PMs via the Wide Area Work Flow (WAWF) system. At the end of each billing period the contractors input invoice information in the WAWF system. The 711 HPW/OMP team monitors WAWF for all new invoices. The data is verified in the invoice. If data is correct, the COR certifies the invoice and payment is provided by the Defense Finance Accounting System. If errors in the invoice data are identified, the CORs will resolve with the contract manager/program manager. If the contractor disagrees with the COR, the issue is forwarded to the CO for resolution.

SECTION G

Sample Customer Feedback Report

Date:____________________

Contract/Task Order Number:___________________________________________________

Contractor: ___________________________________________________________________

Contracting Officer Representative: ______________________________________________

Date of Feedback: _____________________________________________________________

Provide a Detailed Explanation of the Feedback (please reference PWS paragraphs as applicable):

Signed: _____________________________________________________

SECTION H

REVIEW AND ACCEPTANCE

The multi-functional team members’ signatures below indicate their review and acceptance of the QASP for technical support services in support of 711 HPW, dated 27 August 2019. The following signatures indicate coordination on the performance plan at the time of development and will remain in effect until the plan is changed.

________________________________ Date:

711 HPW/OMP, Program Manager

AFRL/RMZ, Contract Negotiator

AFRL/RMZ, Contracting Officer

AFRL/RMZ, Quality Assurance Program Coordinator (QAPC)

(NAME OF CONTRACTOR PM)

(NAME OF AWARDED COMPANY)