Atch_9_-_QASP_(9_Feb_17).pdf

FA3020-17-R-0002

Attachment 9

THIS DOCUMENT IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY

AND WILL NOT BE INCLUDED AS PART OF THE CONTRACT AWARD

Quality Assurance Surveillance Plan

(QASP)

For

Logistic Services

Sheppard AFB TX

1. OVERVIEW. This Quality Assurance Surveillance Plan (QASP) details how the Logistics Services will be managed upon award by the Multi-Functional Team (MFT) throughout its life cycle. This plan will focus on the level of performance required by the Performance Work Statement (PWS), and the methodology or processes used for surveillance. This QASP is a living document and will be revised or modified by members of the MFT if circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

2. OBJECTIVE. The objective of the Logistics Services (Materiel Management, Vehicle Operations and Vehicle Management) contract is to provide non-personal services, to include all personnel, equipment, tools, materials, supplies, supervision, and all other items and services necessary to ensure performance of the Logistic Services located at Sheppard AFB, Texas.

3. GOALS. By virtue of this QASP, the MFT will manage this contract and strive to achieve efficiencies, improve customer service, contractor performance, and cost savings. Additional goals are as follows:

Maximize performance Encourage innovation Promote performance-based services Increase awareness that performance-based services require participation from all team members

4. ROLES and RESPONSIBILITIES.

Contracting Officer (CO) Contract Administrator (CA)

Requiring Activity (e.g. COR Supervisor or Functional Commander/Director (FC/FD) or Program Manager) Contracting Officer’s Representative (COR) Quality Assurance Program Coordinator (QAPC) Contractor (KTR)/Service Provider (SP) Other Key Government Personnel (if applicable)

4.1. Contracting Officer Representative Tracking Tool (CORT). The Department of Defense (DoD) Contracting Officer Representative Tracking Tool (CORT Tool, or “CORT”) is used to nominate, appoint, track, terminate and revoke an individual as a COR against a DoD contract or order; or a contract or order issued against on behalf of a DoD assisting agency. This Tool allows a prospective COR to create a profile and process a nomination package for one or multiple contracts and/or orders. It provides contracting personnel a web based portal for all relevant COR actions. The COR, COR Supervisor, CO and the CA shall comply with the DoD requirements for participation in the CORT. The CORT Tool may be accessed using the following Wide-Area Work Flow hyperlink: https://wawf.eb.mil.

4.2. Contracting Officer/Contract Administrator

https://wawf.eb.mil/

4.2.1 Ensures open communication is maintained between all parties, pre- and post-award.

4.2.2. Appoints COR via COR Designation Memorandum and forwards a copy of the fully executed memorandum to the Chief COR, QAPC and Contractor.

4.2.3. Delegate authority for inspection and/or acceptance, to the Chief COR, in accordance with the terms and conditions of the contract. Provide oversight for COR training programs. Ensure contract-specific training is scheduled and provided to the prospective COR. Provides an assessment on COR performance to the COR supervisor, as requested and advises the QAPC of any problems. In cases where COR performance is poor, the CO shall terminate the COR duties and request a COR replacement. The requiring activity must provide a COR replacement to ensure continuous contract monitoring by a qualified individual. Forward a copy of the fully executed Termination of COR Designation Memorandum of the COR to Chief COR, QAPC and Contractor.

4.2.4. Manages contractor performance assessment date including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

4.2.5. Issues contract modifications as necessary.

4.2.6. Takes appropriate action should unacceptable contract performance occur.

4.3. Requiring Activity (e.g., COR supervisor/Functional Commander/Functional Director

(FC/FD) or Program Manager):

4.3.1. Ensures required documents developed by the MFT satisfy mission requirements, are performance-based, foster innovation, and define metrics. Assists in preparation of Performance Work Statements (PWS) and QASP, and then obtains CO coordination on the final product.

4.3.2. Nominates qualified individuals as CORs, who are qualified by training and experience commensurate with the delegation

4.3.3. 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.

4.3.4. Ensures CORs maintain proficiency and affirms that performance of the designated COR functions will be address as part of the individual’s performance assessments.

4.4. Contracting Officer’s Representative (COR): The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The Chief COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the CO. The COR is required to complete an annual contract performance assessment using Contractor Performance Assessment

Rating System (CPARS). The QASP is the primary tool for measuring contractor performance.

The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

4.4.1. Develops technical requirements, independent cost/Government estimates, and risk analysis for contract services.

4.4.2. Immediately notifies the CO of any significant performance deficiencies and/or potential personal conflict of interest.

4.4.3. Maintains assessment documentation throughout the life of the contract.

4.4.4. Certifies acceptance of services.

4.4.5. Promotes business decisions to meet customer requirements by researching the marketplace to remain current with the most efficient and effective performance assessment methods and techniques. Performs market research throughout the life of the requirement to ensure the team is knowledgeable of the commercial marketplace.

4.4.6. Fosters partnerships with industry to ensure exchanges of information with the service industry and other business experts.

4.4.7. Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the QASP for implementing initiatives brought forward, and monitoring the success of implementation.

4.4.8. Recommends any changes necessary to the contract, PWS, QASP, or other requirements to provide operations that are more efficient or eliminate unnecessary costs.

4.4.9. Submits monthly synopsis of the daily log on contractor performance to contracting officer.

4.4.10 Certification/Acceptance of Services. COR will certify receipt of acceptable contractor services at intervals determined by the contract. The COR will certify that acceptable services were received, in accordance with the terms and conditions of the contract. The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished on the first workday following the completion of the contract payment period, to avoid payment of interest penalties. The COR is responsible for obtaining, scheduling, and completing WAWF training from the base Accounting and Finance Office or designated representative.

4.4.11. Combating Trafficking in Persons: The COR will verify and monitor that the Contractor has policies and procedures in place to prohibit any activities on the part of contractor employees that support or promote trafficking in persons as part of ongoing surveillance of performance of contract services. The Contractor or the COR shall immediately bring to the attention of the Contracting Officer any non-compliance with contract clause FAR 52.222-50, Combating Trafficking in Persons. Additional information on DoD efforts to combat trafficking in persons can be found at the DoD Federal Acquisition Regulation Supplement (DFARS) Procedures, Guidance and Information (PGI) 222.17 and the following website:

http://www.dodig.mil/programs/CTIP/index.html

4.4.12. Complete COR specific “refresher training” as required by DoD standards for COR every third year, DAU CLC 222.

4.5. Quality Assurance Program Coordinator

4.5.1. Coordinates all aspects of the quality assurance program.

4.5.2. Participates in the MFT.

4.5.3. Reviews and coordinates all PWS, QASPs, and changes as necessary.

4.5.4. Provides training for COR Supervisors, CORs, and FC/FD, as required.

4.6. Contractor

4.6.1. Complies fully with the terms and conditions of the contract.

4.6.2. Participates as a member of the MFT in the post-award management phase.

4.6.3. Maintains and implements a Quality Control Plan (QCP) that compliments the QASP and submits the plan to the CO for acceptance as required in the PWS.

4.6.4. Ensures that non-conforming contract services are identified and corrected. QCP is revised to prevent recurrence.

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

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

4.6.7. Contractor, contractor personnel, subcontractor, or subcontractor and other Key Government Personnel or others who provide information that helps the CORs monitor contract performance must comply with the requirements of the clause at FAR 52.222-50, Combat Trafficking in Persons.

5. PERFORMANCE ASSESSMENT. This section identifies the process that measures success towards achieving defined performance objectives or goals defined within the performance thresholds in the Services Summary (SS).

5.1. Surveillance Approach: The intent of this plan is to primarily rely on the contractor’s internal quality control processes, changing the government’s role from “oversight” to “insight”.

http://www.dodig.mil/programs/CTIP/index.html

The team’s original surveillance approach may not stay the same throughout the duration of the contract; therefore, all government evaluators should be prepared to periodically update the surveillance approach when necessary. The goal of our surveillance approach is to gain confidence in the contractor’s way of doing business and then adjust the level of insight to a point that maintains that confidence.

5.1.1. Quality assurance shall be based on the Government’s evaluation of contractor’s results.

All services performed must meet the prescribed performance objectives stated in the Service Summary to be regarded as acceptable.

5.2. Monthly Surveillance schedule. The COR will develop a monthly schedule of surveillance activities based on the SS requirements. The schedule will be completed no later than seven calendar days before the beginning of the period it covers. The COR will provide one copy of the schedule to the contract administrator before the start of the surveillance period. The Functional Commander (FC) must coordinate on the surveillance schedule before forwarding it to the contract administrator. The completed schedule will be marked "For Official Use Only".

5.2.1. Select the areas and times for random sampling using the procedures in the sampling guides. The sampling guides are located in the database. Annotate the selected inspection items on the schedule. When the sampling concept does not allow for specific selection of inspection items/times in-put 0*-/-during the preceding month, show on the schedule the date and time the random sample selection will be accomplished.

5.2.2. Program the periodic surveillance into the schedule so as not to interfere with sampling requirements.

5.2.3. Changes to the monthly schedule will be coordinated with the Chief COR and documented. Include reasons for the change in the documentation. Send to the FC/FD for approval and send coordinated changes to the CO. An email will suffice.

5.2.4. Only those defects recorded by the COR during scheduled surveillance may be used to determine the level of contract performance.

5.3. Random Sample or 100% Surveillance. When random sampling or 100% surveillance is the method of surveillance, the COR will record the results of the inspection in the COR’s database. Signed monthly surveillance reports prepared from this database, along with any supporting documentation or observations, are the official Air Force record of the contractor’s performance.

5.4. Surveillance may be accomplished by Customer Feedback, Customer Survey, Contractor and Government Data and Documentation Review, and Contractor Meetings, as specified in the services summary.

5.5. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirement is authorized.

5.5.1. Each performance objective includes a government determined performance threshold and the procedures used to ensure these standards are met.

SERVICE SUMMARY (SS)

SS# Performance Objective PWS Ref Performance Threshold

Surveillance Method

Supply

Perform scheduled inventories on all managed assets (e.g.

mobility weapons, Nuclear Weapons-Related Material (NWRM), classified, Communication Security, base stock, etc.

1.2.1.6 Zero (0) deficiencies

allowed

Weekly - Compare SP’s inventory schedule with location being inventoried

Monthly - Compare inventory schedule /M10 Inventory Analysis/synopsis and applicable ITE. Review 180 and 365 Day DOLI utilizing the M32

Supply

Physical materiel balances match SBSS record balances

1.2.1.6 Maintain 90% annual

cumulative Inventory Accuracy Rate

Monthly - Second duty day after EOM review Inventory Accuracy Stratification Monthly page within Base Supply Management Report M32

Supply

Submit the Inventory Adjustment Document Register (M10)

1.2.1.4.2 Zero (0) deficiencies

allowed

Monthly – Submit and Brief Accountable Officer (AO) by the 12th of the month or soonest based on AO availability.

Supply

Properly handle and store all classified, NWRM, and sensitive assets (e.g., mobility weapons, COMSEC, pilferable items, etc.)

1.2.1.9 Zero (0) deficiencies

allowed

Random - Review Document Control records. Verify handling procedures and compare recorded signatures to authorized signature listings. Review CIC by warehouse location listing to ensure assets are stored correctly.

Supply

Ensure shelf life has not expired 1.2.1.1.1 1.2.1.8

Two (2) deficiencies allowed monthly

Random - Weekly inspect the shelf life items in storage, 10 items per warehouse.

Supply

Accurately reflect deployed materiel in SBSS

1.2.1.4.1 Zero (0) deficiencies

allowed

Random - Review Asset Management report in Enterprise Supply-System. Review selected assets and ensure authorized-in-use-detail is loaded with deployed flag D.

Supply

Ensure RIPL maintains properly documented audit trails and keep records to verify the disposition of all excess property

1.2.1.7 Three (3) deficiencies

allowed monthly

Monthly – compare paperwork for ten assets, if available, with assets received from base personnel whether reissued, demolished or turned over to DLA. Validate document quantities match quantities received when applicable.

Supply

Ensure all required Customer Service functions are satisfactorily performed

1.2.1.4 Less than three (3)

valid customer complaints monthly or ten (10) valid customer complaints annually.

Monthly-Receive and review a copy of all customer comment cards monthly from contractor. The QA or COR will follow-up with initiator until compliant is resolved.

Supply

Inspect, store, inventory, and issue mobility bag assets and other deployment gear loaded and tracked in the applicable IT System

1.2.1.1.2 a. Zero (0) inventory deficiencies on I P E a s s e t s

b. Zero (0) inventory deficiencies allowed for issued mobility bags

c. Zero (0) shelf life expirations for issued

a. 100% inventory of random NSN

b. Compare Installation Personnel Readiness (IPR) paperwork against hand receipt

c. Compare hand receipt info against ES-S Mobility and SLES gear

Supply

Properly handle all hazardous material

1.2.1.1.3 Zero (0) deficiencies

allowed

Random - Sample 10% of total items.

Verify that all hazardous are receipted, stored, issued, inspected, distributed, and turn-ins are properly processed and disposed.

11 RESERVED

Veh Ops

Provide UDI support and ensure returned vehicles are made ready, upon return, to re-dispatch

1.2.2.3.5 Three (3) deficiencies

allowed monthly

Monthly - Inspections will be accomplished IAW contract requirements and (AETC FM

447) inspection checklist. Discrepancies found will be recorded on the inspection checklist. The following vehicles will be inspected: sedan car, pick-ups, 1 ton, & 1.5 ton, when available at inspection time.

Veh Ops

Dispatch unscheduled taxi, bus, and cargo movement within 10 minutes of requested time

1.2.2.3.1 Three (3) deficiencies

allowed monthly

Random - On selection date and at selection time check the first request or first request after scheduled time for unscheduled taxi, bus, or cargo support. Inspections will be accomplished IAW contract requirements and (AETC Form 447) inspection checklist.

Record results of inspection on the (AF Form 2519) tally checklist and defects issued on the (AETC Form 447) inspection checklist.

Veh Ops

Provide scheduled bus service 1.2.2.3.13 Three (3) deficiencies allowed monthly

Random - Observe selected stop from 6 minutes before scheduled arrival time until five minutes after scheduled departure time or until bus departs, whichever is sooner. Arrival of bus more than 5 minutes before scheduled time, departure earlier than scheduled time or more than 5 minutes after scheduled departure time is a defect.

Veh Ops

Provide vehicle care to government vehicles assigned to SP

1.2.2.1.3 Three (3) deficiencies

allowed monthly

Random - Inspect vehicles using (AETC Form

447) inspection checklist. Record result of inspection on the (AF Form 2519) tally checklist and defects issued on the (AETC Form 447) inspection checklist. Discrepancies found not noted on operators inspection guide shall be a defect.

Veh Mx

Provide fleet management 1.2.3.2 Zero (0) deficiencies allowed

Monthly - Inspect and review documents using the (AF Form 2519) surveillance activity checklist to insure contractor is complying with contract requirements.

Record results of inspection and defects issued on the surveillance activity checklist.

Veh Mx

Provide accident, abuse and misuse investigation and reporting

1.2.3.2.19 1.2.3.2.21

Zero (0) deficiencies allowed

Quarterly - Correspondence for accidents, misuse, and abuse will be checked for timeliness, establishment of case files, and reported to required activities. Record results of inspection and defects issued on the surveillance activity checklist.

Veh

Provide sufficient personnel/vehicles/

1.2.5 Zero (0) deficiencies

allowed

Quarterly - Inspection will be IAW contract requirements and the surveillance activity

Ops management to support mobility deployment, contingencies and exercises checklist. Record results of inspection and defects issued on the surveillance activity checklist.

Veh Ops

Required/requested reports and analysis will be accomplished prior to COB of the due date

Appendix

Zero (0) deficiencies allowed

Monthly - Receive report or analysis by either email or hard copy and annotate on reports/analysis checklist (AF Form 2519).

Veh Mx

Provide quality-completed work and documentation

1.2.3.1 & 1.2.3.3

Zero (0) deficiencies allowed monthly

Monthly - At selection time, select first vehicle released from maintenance according to close out time on the work-order. Inspect the vehicles using the (AETC Form 447) inspection checklist. Record results of inspection on the (AF Form 2519), and defects issued on the (AETC Form 447) inspection checklist.

Veh Mx

Maintain vehicles within vehicle mission capable standards

1.2.3.2.31 Zero (0) deficiencies

allowed

Monthly - Review monthly vehicle management summary PCN SB-032, extract VIC rates and compare to established standard. Any percent less than VIC standard in fleet groupings and overall fleet VIC is a defect. Record results of inspection on the surveillance activity checklist.

Veh Mx

Input parts cost and or labor hours into all appropriate government furnished ITE

1.2.3.3.1 Zero (0) deficiencies

allowed monthly

Random - For each work-order selected, locate labor hours (WJ) or parts cost (PZ) transaction on PCN SB004-005. Compare labor hours on work-order and/or parts cost on sales slip to (WJ) or (PZ) transactions on Program Control Number (PCN) 005 listing.

Lack of agreement constitutes a defect.

Record results of inspection on the (AF Form 2519) tally checklist and defects issued on the (AETC Form 447) inspection checklist.

Veh Mx

Accomplish scheduled maintenance

1.2.3.1.12 Three (3) deficiencies

allowed monthly

Monthly - Review daily scheduled maintenance on listing. Annotate date work-order was opened, work-order # and vehicle current miles/hours on the AF Form 2519 worksheet. On first workday of new week, and at the end of the month, review the listing to determine any overdue scheduled Maintenance/inspections/tests. If no suitable justification or reason, it will be considered a defect.

Veh Mx

Vehicles shipped in a safe and serviceable condition

1.2.3.1.13 Zero (0) deficiencies

allowed

Monthly - Inspect all vehicles processed for shipment IAW T.O. 36-1-191. Record results of inspection and defects issued on the surveillance activity checklist log for all vehicles inspected during surveillance month on (AF Form 2519) worksheet.

Veh Mx

Verify accuracy of indirect cost charging

1.2.3.3.1 Two (2) deficiencies

allowed monthly

Monthly - Review items charged to indirect cost for appropriateness. Check indirect cost shown on sales slip(s) and compare cost with PCN SB004-005 listing (PZ transaction). A sample will be considered defective if either inappropriate items are charged as indirect cost or the total indirect cost were not entered properly into the PCN SB004-005.

Record results of inspection on the (AF Form 2519) worksheet and defects issued on the (AF Form 2519) activity surveillance checklist.

All

Government furnished equipment and facilities inspected and maintained in a safe operating condition

1.2.2.6 Two (2) deficiencies

allowed

Monthly (each area) - Verify that all government furnished equipment (real property and EAID items only) is maintained in a safe and serviceable condition. Record results of inspection on the (AF Form 2519) worksheet and defects issued on the (AF Form 2519) surveillance activity checklist.

All

Perform services IAW applicable Environmental and Safety governing directives

1.10 1.11

Zero (0) deficiencies allowed

Random – Once weekly, Inspect contractor for adherence to governing directives as they pertain to Environmental, Safety, and Security processes

All

Comply with AF and AETC published Checklists

1.2.1.5 95% compliance with AF and AETC Checklist Items

Random – Daily; select different AF & AETC checklist items and compute % at end of the month.

5.6. Quality Control Program: The contractor shall utilize its own internal Quality Control processes in the performance of this contract. In order to supplement the contractor’s quality control program, government personnel will verify contractor compliance with mission essential performance requirements. The COR will verify the key performance objectives. It is the responsibility of the requiring organization and COR, to review these key objectives to assess their applicability and recommend the addition or subtraction as conditions warrant.

5.7. Customer Feedback/Complaints and Survey Program.

5.7.1. Anyone that observes unacceptable services, either incomplete or not performed, for any contracted services, should immediately contact the COR by telephone, email, letter, or fax. The COR will document and validate the customer complaint, then notify the contractor with either a verbal or written Surveillance Record. The contractor shall review and take immediate corrective action for all complaints.

5.7.2. If the COR identifies recurring instances of unsatisfactory performance, they may request to review the contractor’s internal quality control processes to ensure that they are sufficient.

5.7.3. All valid customer complaints shall be corrected if applicable, as soon as possible after notification, but within the time frame agreed upon between COR and Contractor. If the contractor challenges the validity of the complaint and the COR and contractor cannot come to agreement, the customer complaint will be forwarded to the CO for resolution. Customer complaints will be tracked and if the performance threshold is exceeded, the CO in accordance with the applicable Inspection/Acceptance and/or Remedies for Unacceptable Performance clauses will take action.

5.7.4. Customer Surveys may be distributed periodically to assess customer satisfaction with contractor performance (Attachment A).

6. PERFORMANCE MANAGEMENT. This section identifies the use of performance measurement information to affect positive change in organizational culture, systems, and processes, by helping to set agreed upon performance goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance in pursuing those goals.

6.1. Surveillance Files: An inspection file must be developed and maintained by the Chief COR. This folder is typically contained in hard copy, but may be maintained in a computer database, or a combination of the two, provided there is adequate back up of the data to preclude accidental loss. The surveillance folder should contain the following information, but may contain any other sections or information that the COR finds useful.

TAB 1 Request for COR Support

TAB 2 COR Nomination Memo

TAB 3 COR Training

TAB 4 COR Designation Memo

TAB 5 COR Termination Memo

TAB 6 FC/FD Designation Memo

TAB 7 FC/FD Training

TAB 8 Contract, PWS, SS, and Modifications

TAB 9 Contractor QCP

TAB 10 QASP

TAB 11 Performance Evaluation Report, i.e. end of month report

TAB 12 Surveillance Record and Corrective Action Reports (CARs)

TAB 13 Continuous Improvement Opportunities

TAB 14 Miscellaneous Documentation

6.2. Performance Feedback: Documentation is required to record, evaluate, and report contractor’s performance. On a monthly basis, the COR will complete a synopsis of contractor performance and forward it to the CO. The COR will also keep the FC/FD informed of all performance assessments. This information is strictly a tool to provide the contractor a snapshot view of their performance.

Performance Element Description

Quality Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, and delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Management Assess the integration and coordination of all activity needed to execute the contract/order, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contactor’s history of reasonable and cooperative behavior (to include timely identification of issues in controversy), customer satisfaction, timely award and management of subcontracts.

[Note: Especially sub-factor Management of Key Personnel: Assess the contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key contractor personnel]

Utilization of Small Business

Assess whether the contractor provided maximum practicable opportunity for Small Business to participate in contract/order performance consistent with efficient performance of the contract/order

Regulatory Compliance Assess compliance with all terms and conditions in the contract/order relating to applicable regulations and codes. Consider aspects of performance such as compliance with financial, environmental (example: Clean Air Act, Clean Water Act), safety, and labor regulations as well as any other reporting requirements in the contract.

Other Specify additional evaluation areas that are unique to the contract/order, or that cannot be captured elsewhere in the evaluation. More than one type of entry may be included, but should be separately labeled. The Assessing Official comments area will be used if extra space is needed.

6.3 Performance Ratings. Contractor ratings and criteria are described below:

Performance

Rating Criteria

Exceptional Performance meets contractual requirements and exceeds many of the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

6.4. Management of the Acquisition of Services

6.4.1. Initial Performance Review: Initial Contract Performance Review IAW AFI 63-138, Chapter 6. The initial evaluation of contractor performance is a joint determination by the MFT, that the contractor successfully started performance, completed transition, is fully operational and is within the estimated cost, schedule, and performance parameters of the contract. The SDO may waive the initial evaluation for contractors that have continued performance under a successor contract award (prior incumbent), or for contractors which have otherwise demonstrated full compliance with contract start-up. The review shall take place within 30 days after the contractor assumes full performance responsibilities (i.e. after completion of mobilization).

6.4.2. Annual Execution Review: Shall, at a minimum, assess individual service for progress against approved performance metrics and review the summary of evaluations from the Contractor Performance Assessment Reporting System (CPARS).

7. Performance Assessment Analysis and Correcting Service Provider Performance:

7.1. Performance assessment will be completed IAW the PWS and the following general guidelines. Surveillance Report will be sent to SP. The SP shall respond to Surveillance report annotating the proposed corrective action(s) and processes to be implemented to prevent reoccurrence; the issuing COR will review the response, annotate on the form either concur/non-concur and sign. For a non-concur, Chief COR may collaborate with the SP and discuss the disagreement in an effort to arrive at a suitable solution. If discussion between the Chief COR and the SP fail to reach an agreeable settlement then a copy of the Surveillance Report and SP’s response will be routed to the CO for further action as deemed necessary.

7.2. During the month, CORs may observe unacceptable performance other than during a sample observation. These observations will be recorded in the database. These should reinforce the accuracy of the sample results, but will not be counted as a defect. Only defects discovered during sample observations will be counted when sampling is the method of surveillance.

7.3. When the contractor’s performance is deemed unacceptable, the 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’s action, or lack of action, does not interfere with the Contractor’s performance in the future. The COR will completely document the circumstance.

7.4. When the unacceptable performance is not the result of Government action, or lack of action, the COR will promptly notify the contractor and record the unacceptable performance in the database with a description of the defect or observation. The electronic Surveillance Record form will be printed (see attachment B) with the results of the unacceptable performance. The COR will sign the form, have the contractor’s representative sign the form and provide a copy to the Chief COR. NOTE: By signing and dating the Surveillance Record form, the contractor’s representative signature is used to acknowledge a defect was identified by the COR and explained in sufficient detail to the contractor present during the surveillance or to the person responsible for the process covered by the surveillance. The contract representative’s signature is not an admission of non-compliance. The COR, with CO approval, will 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 will be referred to the CO for resolution.

The contractor will be required to return all completed defect reports to the COR no later than the suspense date. Unacceptable performance that is re-performed satisfactorily by the contractor will still count as unacceptable performance.

7.5. The initiating COR, upon receiving the SP's response to the Surveillance Record, will evaluate the response of the unacceptable performance, concur or non-concur with the response and forward it to the Chief COR/ FC/CO for further review. If the SP fails to correct the discrepancy, another Surveillance Record shall be issued, processed and forwarded to the CO.

7.6. If areas of non-conformance are not corrected using Surveillance Records, it is the responsibility of the FC (upon Chief COR recommendation) to contact the CO and to initiate discussion with corporate headquarters or issue a cure notice. In extreme circumstances, a show cause notice or notice of contract termination may be required as determined by the FC and CO.

7.7. Any trend analysis will consist at a minimum a review of all previous Surveillance Records, COR monthly summaries and SP’s QC monthly summaries to determine if any adverse trends exist from previous reporting periods. Any noted trends will be annotated on the current Surveillance Record to ensure all parties are aware of this trend.

7.8. The SP's QC Summaries will be used to analyze SP discrepancies against the COR reports.

This data will aid in validation of the SP quality control and trend analysis programs.

7.9. Any Surveillance Record issued will be annotated in the COR monthly summary.

8. REMEDIES FOR UNACCEPTABLE PERFORMANCE (Commercial Items): In accordance with the Contract Terms and Conditions – Commercial Items clause, the Government reserves the right to inspect or test a supply or services that have been tendered for acceptance.

The Government may require repair or replacement of nonconforming supplies or re-performance of nonconforming services at no increase in contract price. If repair/replacement or re-performance will not correct the defects or is not possible, the Government may:

a. Seek an equitable price reduction or;

b. Adequate consideration for acceptance of nonconforming supplies or services.

The Government must exercise its post-acceptance rights:

a. Within a reasonable time after the defect was discovered or should have been discovered;

and

b. Before any substantial change occurs in the condition of the item, unless the change is due to the defect in the item.

9. CO NOTIFICATION.

9.1. Major Finding (CAR). If at any time COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the COR will document their findings and notify the CO immediately in writing. Email is acceptable.

a. Contractor failure to meet a Performance Threshold that results or could result in widespread or significant mission impact or failure.

b. Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

c. Failure to provide corrective action to deficiencies identified by the contractor within a prescribed suspense period.

d. Any failure to adhere to security regulations that results in a security incident.

e. Any instance of three of the same observations within a continuous four (4) month time span.

9.2. Minor Finding (Verbal, Surveillance Record, etc.). A departure from established standards having little bearing on the service provided. When the COR identifies a minor finding, the COR shall document the findings, but is not required to notify the CO. However, if the same minor finding is identified two months in a row, it may be an indication that a major finding 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.

ATTACHMENT A

LOGISTICS SERVICES CONTRACT MONTHLY SATISFACTION SURVEY

MONTH/YEAR:____________________

CONTRACTOR: Name _ CONTRACT #: XXXXXX-XX-X-XXXX

Promptness of the Service 5 4 3 2 1

Quality of the Service 5 4 3 2 1 Courtesy/Cooperation by Contractor Personnel 5 4 3 2 1 Response to Defective Notices and Customer Complaints 5 4 3 2 1

Overall Satisfaction with the Service Received 5 4 3 2 1 NOTE: 5=Exceptional, 4=Very Good, 3=Satisfactory, 2=Marginal, 1=Unsatisfactory

YOUR CANDID COMMENTS:

Customer Signature

ATTACHMENT B

Surveillance Record

Surveillance Month/Year Date Time Surveillance

COR

Contractor Defects Method of Surveillance

(Response required from contract. Print

Rating form for signatures.)

Comments/Description

COR Signature

Contractor signature is used to acknowledge a defect was identified by the COR and explained in sufficient detail to the contractor present during the surveillance or to the person responsible for the process covered by the surveillance. This is not an admission of non-compliance.

Contractor Signature _

Routing Procedures: Signed are provided to Chief COR and Contractor

ATTACHMENT C

Corrective Action Request Major Non-Conformance (NCR)

Section I: General Information Contract /Modification No:

Contractor:

Contractor Dept:

Location of Discrepancy

NCR Control No:

Date submitted:

PWS/Directive Paragraph #:

COR Name (print/sign): _____________________________________________________ Phone:

Date:

RESPONSE DUE:

Contractor Acknowledgment:

(print/sign/date)

Section II: Description of Non-Conformance TYPE OF NCR: Major___ Minor___ Description:

Contract /Modification No: NCR Control No:

Section III: Root Cause/Correction/Preventative Action Contractor Root Cause/Correction/Preventative Action

Projected Completion Date

Contractor Representative/Date (print/sign) Contract /Modification No: NCR Control No:

Section IV: Follow-up Verification NCR Closed: Yes___ No___

COR Signature/Date:

QCM Signature/Date:

Follow-up Comments

ATTACHMENT D

For Official Use Only

CONTINUOUS IMPROVEMENT OPPORTUNITY

(CIO)

1.TO:

2. FROM:

3. CIO #: 4. DATE ISSUED: 5. ACCEPTED: (Y or N)

6. RESPONSE DATE:

7. IMPROVEMENT OPPORTUNITY: (PROVIDE SUPPORTING DATA)

8. ADOPTED: (Y or N)

Instructions for completing the CIO

This CIO form is used to document suggested improvements for the following: 1) The contract 2) The Quality Assurance Surveillance Plan (QASP) improvements to the BRAG. 3) To notify the contractor of opportunities for process improvements which could affect cost, schedule, or performance.

NOTE: To be effective, deliver the CIO to the proper management/process owner.

COR STEPS

Block 1. To: Enter contract number and title, contractor, or organization name, title and phone number of person presented the

CIO.

Block 2. From: Enter your name, organization, title and phone number.

Block 3. CIO #: Use the sequential number from your CIO Log.

Block 4. Date Issued: Enter the date the CIO was issued.

Block 5. Accepted: Circle Yes or No. NOTE: File a copy no matter what the response.

Block 6. Response Date: If accepted, conduct a meeting with the party receiving the CIO and negotiate a reasonable date for a response.

Block 7. Improvement Opportunity: List the Improvement Opportunity; remember to provide supporting data that fully explains the CIO. Update the CIO log with the results and maintain the original. Provide a copy to the Contract Officer and Program Manager.

NOTE: Remember, the person receiving the CIO determines whether to accept/act on it. If needed, put in a disclaimer statement i.e., “This information is for your use solely and completely at your discretion and shall not be considered as direction by the United States Government”.

Block 8. IF ADOPTED, State the specifics of the improvement in as much detail as possible. Attach supporting documents if they are provided. IF NOT, Enter “Not Adopted” and file in CIO Log book.