Attachment_3_QASP_-_Updated_Perf_Plan_Maj_Chojnacki_06_Feb_13.pdf

RFQ # FA4407-13-R-0002

IN SOLICITATION

FOR INFORMATIONAL PURPOSES ONLY

Attachment 3

Quality Assurance Surveillance Plan

FOR

Ambulance Service

03 June 2013

TABLE OF CONTENTS

SECTION 1 – PURPOSE

SECTION 2 – ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCITIONAL TEAM

SECTION 3 – SERVICE DELIVERY SUMMARY (SDS) AND METHOD OF ASSESSMENT

SECTION 4 – ASSESSMENT PROCEDURES

SECTION 5 – UNACCEPTABLE PERFORMANCE

SECTION 6 – CERTIFICATION/ACCEPTANCE OF SERVICES

SECTION 7 – CONTRACTOR’S QUALITY CONTROL PLAN

SECTION 8 – CONTRACT MANAGEMENT

FOR INFORMATIONAL PURPOSES ONLY

SECTION 1.0.

PURPOSE

1.1. This performance plan has been developed to provide an effective and systematic method to evaluate contractor provided services as required by the terms and conditions of the contract.

This performance plan implements the requirements of AFFARS MP5346.103 - Contracting Office Responsibilities/The Quality Assurance Program with respect to the Government’s quality assurance requirements.

1.2. This performance plan is based on the premise that the Contractor is responsible for contract management and quality control, not the Government. The Government’s objective in having the service provided is to ensure prompt and appropriate emergency medical services are developed and implemented for our base population. The results the multi-functional team is striving to achieve in managing the acquisition is to assure ambulance services meet the stated qualifications and are available to provide services according to Air Force needs. A contract to provide the service is the best means of achieving this objective and results.

1.3. Success for this contract is defined as contractor performance that satisfactorily accomplishes the performance standards as stated in the PWS.

1.4. This performance plan describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. The Contracting Officer’s Representative (COR) will use periodic assessment and customer complaint assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this performance plan, in concert with active application of the contractor’s quality control procedures, are intended to ensure acceptable contractor performance.

1.5. The role of Government quality assurance is to ensure contract standards are achieved.

In conducting assessment, CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6. This performance plan is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

FOR INFORMATIONAL PURPOSES ONLY

SECTION 2.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

2.1. 375th Contracting Squadron

2.1.1. Provides comprehensive contract administration, management, and oversight.

2.1.2. Provides oversight for the COR training program.

2.1.3. Collects assessment inputs from CORs appointed to the contract.

2.1.4. Provides annual status on contract performance.

2.2. 375th Contracting Squadron Commander

2.2.1. Provides oversight of the multi-functional team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement.

2.2.2. Updates the Wing Commander, Group Commanders, and other Headquarters Directors, to include providing annual reports on the status of their service acquisitions.

2.3. 375 MDG/Functional Director/Functional Commander (FD/FC)

2.3.1. Ensures requirement documents developed by the multi-functional team satisfy mission requirements, are performance-based, foster innovation, and define metrics. Prepares PWS and performance plans and obtains Contracting Officer coordination on the final product.

2.3.2. Approves qualified individuals nominated by the leadership where services are performed to be the COR. 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.

2.4. 375th Contracting Officer/Contract Specialist

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

2.4.2. Delegates authority for inspection and/or acceptance to CORs in accordance with the terms and conditions of the contract.

2.4.3. Informs the contractor of the names, duties, and limitations of authority for all CORs assigned to the contract.

FOR INFORMATIONAL PURPOSES ONLY

2.4.4. Periodically assesses COR performance, not less than quarterly, and advises the COR of any problems.

2.4.5. Manages contractor performance assessment data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

2.4.6. Issues contract modifications as necessary.

2.4.7. Takes appropriate action should unacceptable contract performance occur.

2.5. 375 MDG/Contracting Officer’s Representative (COR)

2.5.1. Develops technical requirements and independent cost/Government estimates for contract services.

2.5.2. Evaluates and documents the contractor’s performance in accordance with the procedures set forth in this performance plan.

2.5.3. Immediately notifies the Contracting Officer of any significant performance deficiencies.

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

2.5.5. Certifies acceptance of services.

2.5.6. 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.

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

2.5.8. 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 performance plan for implementing initiatives brought forward, and monitoring the success of implementation.

2.5.9. Recommends any changes necessary to the contract, PWS, performance plan, or other requirements to provide more effective operations or eliminate unnecessary costs.

2.6. Quality Assurance Program Coordinator

2.6.1. Coordinates all aspects of the quality assurance program

2.6.2. Participates in the Multi-Functional Team.

FOR INFORMATIONAL PURPOSES ONLY

2.6.3. Reviews and coordinates all PWS and performance plans.

2.6.4. Reviews and coordinates on all changes to the PWS and performance plan.

2.7. Contractor

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

2.7.2. Participates as a member of the multi-functional team in the post-award management phase.

2.7.3. Maintains and implements a Quality Control Plan (QCP) that compliments the performance plan.

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

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

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

FOR INFORMATIONAL PURPOSES ONLY

SECTION 3.0.

SERVICE DELIVERY SUMMARY (SDS) AND METHOD OF ASSESSMENT

SDS NUMBER AND

PERFORMANCE

OBJECTIVE

PWS

PARAGRAP

H

PERFORMANCE

THRESHOLD

METHOD OF

ASSESSMEN

T

DECREMENT

PERCENTAGE

FOR

UNACCEPTABL

E

PERFORMANCE

SDS #1 - SERVICE – Provide full EMS/ALS & patient transport services 1.1.2

100% coverage within a calendar month

Monthly evaluation/review of at least three random run reports; customer complaints

N/A

SDS #2 – PRIMARY

AMBULANCE RESPONSE –

Seven (7) minutes or less response time

1.1.4

90% of all calls

Monthly 100% inspection of run logs N/A

SDS #3 –

SECONDARY/ADDITIONA

L AMBULANCE RESPONSE

- Fifteen (15) minutes or less response time

1.1.4

90% of all calls

Monthly 100% inspection of run logs N/A

SDS #4 - PATIENT CARE

Providing medical care and treatment appropriate to patient’s condition.

1.1

100% compliance

Monthly evaluation/review of at least three random run reports; customer complaints

N/A

SDS #5 - HEALTH

REQUIREMENTS

Physical examinations and required immunizations current and on file for ambulance personnel.

4.1, 4.2, 4.3, 4.4

100% compliance

Periodic inspections, upon request

N/A

SDS #6 - RUN REPORTS

1.3.1, 1.3.2, 1.3.3

90% compliance for each incident/response;

documentation completed/delivere d to COR within 24 hours of recording

Monthly 100% inspections of run logs N/A

FOR INFORMATIONAL PURPOSES ONLY

SECTION 4.0.

ASSESSMENT PROCEDURES

4.1. Assessment Schedule.

4.1.1. The COR will develop an assessment schedule, based on this performance plan’s requirements. A locally devised form may be used. An annual surveillance schedule may be used. The schedule will be completed no later than 7 calendar days before the beginning of the period it covers. Copies of the assessment schedule shall be provided to the FD/FC and the Contracting Office before the start of the assessment period. Assessment schedules, when completed, shall be marked “For Official Use Only” and shall not be shown to the contractor.

4.1.2. Changes to the assessment schedule shall be posted promptly. Copies of the changed schedule shall be sent to the FD/FC and the Contracting Officer. The COR shall document the reason(s) for changes of the assessment schedule, and maintain the documentation in the COR files with the corresponding changed assessment schedule.

4.2. Assessment of SDS Items.

4.2.1. It is essential that the COR conduct assessments in accordance with projected assessment schedule for an effective quality assurance program. Mission requirements may require deviations from the assessment schedule. Assessment should be performed as close to the schedule as is practicable. CORs shall document assessment as it is conducted.

4.2.2. The COR shall conduct assessment of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract, the PWS and the SDS items.

4.2.3. Assessment Documentation shall include as a minimum, the date, time, and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, and the signature of the COR conducting the assessment. When CORs determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the COR’s assessment documentation.

4.3. Assessment of non-SDS Items. The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, CORs have the right to conduct assessment for SDS items and non-SDS items as well. When the COR identifies unacceptable performance on non-SDS items, the COR shall follow the procedures in section 5.0 of this performance plan, entitled Unacceptable Performance.

FOR INFORMATIONAL PURPOSES ONLY

4.4. Customer Complaints. CORs shall ensure complaint procedures and forms are made available to all customers. Any personnel who observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the COR for that service. 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.

CORs shall fully document the resolution for each complaint on the Customer Complaint Record. CORs shall complete and issue the contractor a Corrective Action Report (CAR) for all valid complaints. If the Contractor challenges the validity of any complaint, and the COR and contractor cannot come to agreement, the complaint in question shall be forwarded to the Contracting Officer for resolution. Complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the Contracting Officer in writing. The Contracting Officer will notify the contractor and appropriate action can be taken.

4.5. COR Monthly Report. CORs shall submit a monthly summary assessment report to the CO and FC/FD no later than the first week of the month following the assessed month. The report shall identify the number of assessments scheduled and conducted, the number of unacceptable performances observed, and the number of Corrective Action Reports issued; the number of valid complaints; any significant contractor performance discrepancies; and a rating of the Contractor’s overall performance. The report shall be signed and dated by the COR and FC/FD and a copy provided to the CO.

SECTION 5.0.

UNACCEPTABLE PERFORMANCE

5.1. Unacceptable Performance

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

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

FOR INFORMATIONAL PURPOSES ONLY

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

5.1.4. The COR shall maintain a CAR log of all CARs issued to the Contractor (a locally devised form may be used). The CAR log shall contain the CAR number, date issued, contractor, description of unacceptable performance, suspense date, and closeout date. All CARs and CAR logs shall be maintained by the COR for the life of the contract.

5.2. Contracting Officer Notification.

5.2.1. Major Finding. If at any time CORs identify a condition as having a significant adverse effect on the quality of the activity, such as those stated below, CORs shall document their findings and notify the Contracting Officer immediately in writing. Email is acceptable.

5.2.1.1. Contractor failure to meet a Performance Threshold.

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

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

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

5.2.2. Minor Finding. A departure from established standards having little bearing on the service provided. When CORs identify a minor finding, the COR shall document the findings, but is not required to notify the Contracting Officer. 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 Contracting Officer in writing.

5.3. Remedies for Unacceptable Performance.

5.3.1. 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. When the defects in services cannot be corrected by re-performance, the Government may:

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

FOR INFORMATIONAL PURPOSES ONLY

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

This may include a reduction in the number of paid hours to reflect the total non-performance period.

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

5.3.2.1. 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

5.3.2.2. Decrement invoice as stated in the SOW related to performance; or

5.3.2.3. Terminate the contract.

SECTION 6.0.

CERTIFICATION/ACCEPTANCE OF SERVICES

6.1. CORs will certify receipt of acceptable contractor services each month. 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.

6.2. CORs are responsible for obtaining, scheduling, and completing WAWF training from the base Accounting and Finance Office.

SECTION 7.0.

CONTRACTOR’S QUALITY CONTROL PLAN

7.1. The contractor shall establish and maintain a Quality Control Plan (QCP) to ensure the requirements of the contract are provided as specified. The contractor shall provide a QCP describing the inspection system for the services required in the PWS. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrence of unacceptable services. The contractor shall update the plan as changes occur and changes shall be submitted for review and acceptance by the Contracting Officer. The contractor’s quality control plan shall contain, as a minimum, the following items:

7.2. Three specific sections should be addressed to demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Service Delivery Summary (SDS) items found in the Performance Work Statement (PWS). The three sections are:

7.2.1. Quality Management Approach: The overall approach for managing contract quality is described in this section of the Quality Control Plan (QCP). Discuss the overall quality philosophy and describe how the employees are integrated into the quality management process.

7.2.2. Quality Assurance: Quality assurance activities focus on the processes being used to manage and deliver the services or deliverables. Organizational charts, communication lines, decision making authorities, criteria to be employed when determining if and when to elevate a performance issue are among the areas that should be thoroughly described in the QCP.

7.2.3. Quality Control and Quality Standards: Quality control activities should be performed continually throughout a contract to verify that management, services rendered or deliverables are of high quality. The PWS contains SDS items that establish performance thresholds or quality standards. The contractor’s performance will be evaluated against the SDS criteria before the performance is accepted. The QCP should describe how the contractor will determine when services or deliverables specified in the SDS are complete and correct. The contractor may also discuss and describe areas in the PWS felt to be of particular importance in the successful performance of this contract. As a minimum each SDS item should be discussed.

Topics to be covered in this section of the QCP include:

7.2.3.1. Identify each performance area and the level of importance to the overall contract;

7.2.3.2. Identify the specific quality tools or tracking method(s) to be utilized for each performance area;

7.2.3.3. Identify contractor metrics or report areas and frequencies;

7.2.3.4. Identify the methods to be used to identify a performance weakness and describe resolution approaches whether discovered by your quality control processes or identified by the Government.

7.3. A description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s).

7.4. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

7.5. A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

7.6. Contractor Inspection Records. Records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

SECTION 8.0.

CONTRACT MANAGEMENT

8.1. The multi-functional team shall utilize the following approaches, methods, and tools to manage the contract upon award:

8.1.1. CORs shall conduct, document, track, and analyze contractor performance via regularly scheduled assessments. The assessment results shall be maintained as Past Performance Information and utilized to prepare and support annual Performance Assessment Report System (CPARS) reporting. Assessment results, along with the contractor’s submittals, and Medical Expense/Personnel Reporting System (MEPRS), will be used to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

8.1.2. The contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the performance work statement. The COR shall monitor contractor’s performance against the contractor’s quality control plan.

8.1.3. The multi-functional team shall conduct periodic progress meetings, not less than quarterly, to review the contractor’s performance. At these meetings the Contracting Officer 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 will also notify the Contracting Officer, in writing, of any work being performed, if any, that the contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues.