Attachment_7_BNTS_QASP_16_May_13.docx

Quality Assurance Surveillance Plan

(QASP)

for

Base Network and Telephone Systems

Columbus AFB, MS 16 May 2013

1. Objective. The objective of this service is to provide Base Network and Telephone services for Columbus AFB MS. Additionally, the service contractor is expected to be a partner with the base community in continuously improving the quality of programs and services offered to customers. This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing the Performance-based Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the Base Network and Telephone Systems contract. The surveillance plan is based on the premise that the contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government quality assurance is to ensure contract standards are achieved. In this contract, the contractor’s quality control program is the driver for service quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions and this quality control program, submitted at the beginning of the contract, provides the measures needed to lead the contractor to success. Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

2. Goals of the Multi-functional Team. The multi-functional team (MFT) was established and meetings were held under the title of Business Strategy Planning Sessions (BSPS). The goals of the BSPS are to manage this contract and other similar customer contracts and requirements. The BSPS provides an avenue to collectively work together to create a strong working relationship between the using agency and Contracting to adequately plan for new requirements, enhance communication with customer leadership on contract performance and ensure the highest level of customer service. In addition, a contract-specific MFT was formed specifically for this contract. Upon award of the contract, the contractor becomes a member of the team. The MFT will meet as needed to discuss contractual matters to ensure the highest level of contract performance.

3. Multi-functional Team Members and their Responsibilities. The responsibilities of the MFT members for this contract are outlined in the MFT Charter.

4. Performance Assessment (Services Summary). The contract service requirements are summarized in the objectives that relate directly to mission essential items. The performance thresholds describe the minimum acceptable levels of service for each requirement. These thresholds are critical to mission success.

Objective

PWS

Reference Performance Threshold (Monthly unless specified) Method of Surveillance

GENERAL

Priority – One validated instance exceeding response/restoration times Routine – Two validated instances exceeding response/restoration times Files/Records review, periodic surveillance, customer complaints, BNTS Monthly Checklist

Priority – One validated instance exceeding response/restoration times Routine – Two validated instances exceeding response/restoration times Files/Records review, periodic surveillance, BNTS Monthly Checklists

BTS

Priority- One validated instance exceeding completion time Routine – Two validated instances exceeding completion time Files/Records review, periodic surveillance, BNTS Monthly Checklist

No more than two validated work-center records update errors.

Files/Records review, periodic surveillance, random observations, BNTS Monthly Checklist

BNCC

TCNO, TCTO, Time Compliance Items

4.1. Customer Complaints. Contractor Officer’s Representatives (COR) will provide instructions to customers on Columbus AFB on the procedures of the customer complaint process. Any customer receiving unacceptable service should immediately call or submit an e-mail to the COR for the Base Network and Telephone service contract. Upon receipt, the COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint to be invalid, he will document the written complaint of the findings and notify the customer. If the complaint is validated, the COR shall notify the Contractor’s Quality Control Inspector (QCI) or point of contact (POC) to pick up the written customer complaint. The contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. The COR will inform the customer of the approximate time the discrepancy (ies) will be corrected. A discrepancy will not be recorded if proper and timely correction of the unacceptable conditions(s), product or service is accomplished and thresholds listed in para 4, Services Summary, have not been breached. A record will be kept, however, to document any trends resulting from repeated complaints. If the QCI/POC disagrees with the complaint after investigation and challenges the validity of the complaint, the COR will notify the Contracting Officer (CO).

4.2. Periodic Surveillance. The government COR will inspect the performance objectives as indicated in the Services Summary (SS) to ensure contractor compliance with the appropriate paragraphs of the PWS for those objectives utilizing Periodic Surveillance. These periodic inspections shall be tracked on a schedule/calendar as appropriate, and conducted using locally developed checklists or applicable regulations/instructions. For those areas not specifically defined, the COR will use the Inspection of Services clause as authority to inspect. The COR will record results of inspection, noting the SS item; COR’s name; contractor POC, if applicable; and date/time of inspection.

4.2.1. Contract surveillance will be performed in person by the COR(s)/FC. The COR/FC will utilize checklists and review performance with the contractor personnel performing the function under the applicable SS under surveillance.

4.3. 100% Surveillance. This method will involve inspecting a requirement each time it occurs. Use of this technique is appropriate in surveillance of contract requirements that have critical impact on mission or safety, occur infrequently or have stringent requirements (i.e., outside plant installation, manhole installation, or anything affecting flight or personnel safety). This shall require COR on-site.

Random Observations.

4.4. Standard. Recurring discrepancies are not permitted for any of the service items listed above. For example, if a customer has a valid complaint, the contractor must correct the discrepancy through re-performance, if possible. No discrepancy will be recorded against the contractor’s performance. However, if the same situation occurs again during the reporting period to bring the performance threshold below the acceptable level, a discrepancy will be recorded and reported to the CO for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items. Additionally, if the same discrepancy occurs repeatedly throughout different reporting periods, this will reflect upon the contractor’s performance. COR will annotate the unacceptable performance and notify the CO in order to address the problem areas with the contractor, and a MFT meeting will be scheduled if needed.

4.5. Surveillance of Non-SDS Items. All other tasks required under the PWS may be inspected at a frequency determined by the FC, CO and/or COR.

4.6. Remedies for Non-Conformance. If inspections indicate unacceptable performance, the COR will notify the contractor’s POC of the deficiencies. The contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the COR should notify the CO for action. If the contractor disagrees with the noted discrepancy and an agreement cannot be reached, the CO shall be notified for a final decision.

4.7. Information Assurance Contractor Training and Certification. IAW DFARS 252.239-7001, Information Assurance Contractor Training and Certification, paragraph c, “contractor personnel who do not have proper and current certifications shall be denied access to DOD information systems.”

5. Performance Management

5.1. Market Research. Market research will be used as a tool throughout the life of the contract to remain current with the most efficient and effective assessment methods and techniques of the commercial marketplace. As a minimum, market research will be conducted annually prior to exercising the option periods.

5.2. Multi-functional Team Meetings. The MFT will manage the contract for the life of the requirement. The MFT will form a partnership between the government and the contractor to ensure the best possible service is provided.

5.2.1. Performance may be reviewed at these meetings, and if improvement is necessary, a plan of action will be created. The MFT will continually review data and procedures to improve efficiency. The contract-specific MFT will meet as needed throughout the life of the contract. The BSPS will meet to discuss customer contracts and requirements which specifically include this contract. The BSPS will meet annually unless exigent circumstances prevent the meeting.

5.2.2. The goal of the MFT is to give all members, government and contractor, a vested interest in maintaining the highest quality service to our customers and the ability to propose/initiate improvements. The success of the contract is a combined effort of all MFT members.

5.3. Contract Performance Assessment Reporting System (CPARS). CPARS will be updated at least annually documenting contractor performance for this specific contract. More frequent updates may be made as required to document a significant improvement or degradation of the level of contract performance. The Assessing Official Representative will be the COR; the Assessing Official will be the contracting officer; and the Reviewing Official will be the Acquisition Flight Chief, the Director of Business Operations (DBO), or the 14th Contracting Squadron Commander. The contractor representative also has input prior to this report being finalized. The COR will have access to CPARS training information prior to initiating a CPARS and will be expected to become familiar with the guidelines and instructions provided.

5.4. Management Oversight of Services (MOS). In addition to CPARS, contractor performance will be documented in MOS reports as required, including an initial contract performance review (transition report) and annual reports at the end of each performance period.

5.5. Disputes. Attempts will be made to resolve all disputes arising under this plan using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214, Alternative Dispute Resolution (ADR). The objective is to increase the opportunity for mutually agreeable resolutions to disputes that are relatively inexpensive and expeditious.

6. Certification of Services. Wide Area Work Flow (WAWF) is the mandatory electronic invoicing system used by DOD. All vendors must submit invoices through this system to obtain payment for supply, service, and construction contracts. The COR is responsible for accepting services in WAWF for payment. As the approving official in WAWF, you are responsible and accountable for the goods or services being properly accepted. If you have received incomplete or unacceptable services, contact the CO. Most importantly, DON'T approve a contractor's Invoice/Receiving Report until all goods are received and/or all services have been rendered.

6.1. Also ensure that the contractor's document matches the contract line item number, unit of issue and prices in the contract. If they don't, reject the document back to the contractor, and advise the contractor to resubmit it properly. Failure to do so will create payment or accounting problems later.

6.2. If all items/services are complete and acceptable, the WAWF Combo (Receiving Report) must be processed in WAWF within ten calendar days to ensure prompt payment to vendor.

6.3. WAWF can be accessed at https://wawf.eb.mil/. Instructions are provided on the website if you are new to the WAWF system. If additional guidance is needed, contact the resource advisor or local financial management office.

7. Trafficking in Persons. The COR shall monitor the contractor’s performance regarding traffiking in persons to ensure compliance with FAR clause 52.222-50, Combating Traffiking in Persons (CTIP). Should the COR believe that the contractor is not in compliance with 52.222-50, the COR shall immediately bring the issue directly to the contracting officer for further action. The CO shall report the incident to the proper investigative authorities and chain of command should there be strong reason to believe a violation has or is occuring.

8. Revisions to this QASP are the joint responsibility of the MFT. The COR should provide recommendations for improving the PWS and QASP through the FC to the CO for review. This is a living document that may be changed at any time with proper coordination and approval; however, if changes are made to the QASP or to the PWS, the COR and CO must ensure that the QASP corresponds with the requirements of the PWS throughout the life of the contract.

Attachment 7 FA3022-13-R-0007