Attachment_5_-_QASP_Transient_Alert_Services.pdf

QUALITY ASSURANCE SUVEILLANCE PLAN (QASP)

FOR

TRANSIENT ALERTS SERVICES

TRAVIS AIR FORCE BASE CALIFORNIA

Dated: 11 December 2014

TABLE OF CONTENTS

1. Mission

2. Purpose

3. Authority

4. Roles and Responsibilities

5. SP’s Quality Control Plan (QCP)

6. Performance Requirements and Method(s) of Surveillance

7. Surveillance Documentation

8. Acceptance of Services

9. Performance Plan Signature Page.

Appendices:

1. Services Summary (SS) and Method of Surveillance

2. Corrective Action Report (CAR)

3. Customer Complaint Record

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

TRANSIENT ALERT (TA) SERVICES

1. Mission for Transient Alert Services. To provide Transient Alert maintenance services as defined in the Performance Work Statement (PWS), to ensure safe and timely mission continuance of transient aircraft through Travis AFB.

2. Purpose. This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the Service Provider’s (SP) performance meets the performance standards contained in the contract. The QASP establishes procedures on how this surveillance/inspection process will be conducted to ensure successful PWS performance. It provides a systematic method for a continuous oversight process to determine conformity with the technical requirements of the contract. The QASP establishes:

What will be monitored.

How monitoring will take place.

Who will conduct monitoring.

How monitoring efforts and results will be documented.

2.1. The SP is responsible for implementing and delivering performance that meets contract objectives using its Quality Control Plan (QCP). The QASP provides the structure for the government’s surveillance of the SP’s performance to assure that it meets contract requirements. It is the government’s responsibility to be objective, fair and consistent in evaluating SP performance. The Contracting Officer (CO) shall also ensure that the SP receives impartial, fair, and equitable treatment under this contract and determines the final assessment of SP performance.

2.2. The QASP is not part of the contract nor is it intended to duplicate the SP’s QCP. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on SP performance.

2.3. The government may provide a copy of the QASP to the SP to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the SP.

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

3. Authority. Authority for issuance of this QASP is provided under Part 37.604 and

46.4 of the Federal Acquisition Regulation (FAR), Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the Contracting Officer (CO) or a duly authorized representative.

4. Roles and Responsibilities. The following personnel comprise the Multi-Functional Team (MFT) and shall oversee and coordinate surveillance activities.

4.1. Government Representatives.

4.1.1. Contracting Officer (CO). The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. Specific duties of the CO include:

4.1.1.1. Delegating authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract.

4.1.1.2. Informing the SP of the names, duties, and limitations of authority for all COR assigned to the contract.

4.1.1.3. Periodically assessing COR’s performance.

4.1.1.4. Managing SP performance surveillance data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

4.1.1.5. Ensuring the MFT reviews this QASP annually (at a minimum) for recommended changes.

4.1.1.6. Providing contract-specific training (to include refresher training) administered by CO or CO’s designee to all appointed CORs.

Assigned CO: Ivy E. Abafo, Organization or Agency: 60 CONS, Contracting Officer Telephone: DSN 837-7738 COMM (707) 424-7738 Email: ivy.abafo@us.af.mil

4.1.2. Contracting Specialist. The Contracting Specialist assists the CO with execution of duties and acts as the primary POC at 60 CONS.

Assigned Contracting Specialist: Steven J. Mcconnaughy (Primary Contracting POC) Organization or Agency: 60 CONS, Contracting Specialist Telephone: DSN 837-7752 COMM (707) 424-7752 Email: steven.mcconnaughy@us.af.mil

4.1.3. Quality Assurance Program Coordinator (QAPC). The QAPC is responsible for developing, managing, and implementing the Quality Assurance Program. The QAPC may also provide refresher training, as needed.

Assigned QAPC: Ms. Nancy Ekblad Organization or Agency: 60 CONS, Quality Assurance Program Coordinator Telephone: DSN 837-3726 COMM (707) 424-3726 Email: nancy.ekblad.1@us.af.mil

4.1.4. Contracting Officer Representative Supervisor/Chief Quality Assurance Evaluator (Chief QAE/COR). The Chief QAE/COR recommends Contracting Officer Representatives (COR) to the functional commander for nomination, ensures the COR is trained before performing any COR duties, and supports the COR’s surveillance activities.

Assigned Chief QAE: Matthew J. Warren, MSgt Organization or Agency: 60MXG Chief Quality Assurance Evaluation

(QAE)

Telephone: DSN 837-0012 COMM (707) 424-0012 Email: matthew.warren.3@us.af.mil

4.1.5. Contracting Officer’s Representative/Quality Assurance Evaluator (COR/QAE). The QAE/COR is responsible for providing continuous program and technical oversight of the Service Provider’s performance. While the QAE/COR may serve as a direct conduit to provide Government guidance and feedback to the SP on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government’s behalf.

The QAE/COR is responsible for reporting early identification of performance problems to the CO and may use the applicable appendix items for documenting the SP’s performance. Specific duties of the COR/QAE include:

4.1.5.1. Evaluating and documenting the SP’s performance in accordance with the procedures set forth in the QASP.

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

4.1.5.3. Keeping a QAE/COR file that accurately documents the SP’s actual performance (i.e. QAE/COR surveillance reports).

4.1.5.4. Utilizing QAE/COR file data (i.e. performance and QAE/COR surveillance reports) to assist the CO in the preparation of the CPARS reports.

4.1.5.5. Receiving required training before performing any QAE/COR duties (IAW MP5301.602-2(d)).

4.1.5.6. Notifying the CO immediately regarding SP’s non-compliance with FAR 52.222-50, “Combating Trafficking in Persons.”

Assigned COR/ QAE: Chad M. Anderson, TSgt Organization or Agency: 60MXG/QAE Telephone: DSN 837-5477 COMM (707) 424-5477 Email: brian.foster.5@us.af.mil

Assigned COR/ QAE: Stephen E. Jogerst, SSgt Organization or Agency: 60MXG/QAE Telephone: DSN 837-4865 COMM (707) 424-04865 Email: stephen.jogerst@us.af.mil

Assigned COR/ QAE: Andrea C. Brothers, WG-11 Organization or Agency: 60MXG/QAE Telephone: DSN 837-4865 COMM (707) 424-04865 Email: andrea.brother@us.af.mil

4.2. Service Provider Representatives.

4.2.1. Service Provider. Complies fully with the terms and conditions of the contract and ensures non-conforming contract services are identified and corrected. Specific duties of the SP include:

4.2.1.1. Participating as a member of the MFT in the post-award management phase.

4.2.1.2. Maintaining and implementing their commercial quality procedures that ensure contract requirements are met.

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

4.2.1.4. Tendering to the government for acceptance, only those services that conform to contract requirements.

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

4.2.2. Service Provider Site Manager:

TBD

5. Service Provider’s Quality Control Program (QCP). As required by the contract, the SP’s commercial QCP included in the final proposal dated TBD, is incorporated by reference.

6. Performance Requirements and Method(s) of Surveillance

6.1. Contract Surveillance. This QASP outlines the various methods QAE/COR may utilize to ensure the SP is in compliance with contract requirements. The QAE’s/COR’s function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the SP’s performance. Additionally, this QASP is based on the premise that the SP, not the Government, is responsible for management and quality control/quality assurance actions to successfully meet the terms of the contract.

6.2. Surveillance Summary (Appendix 1). The Services Summary (SS) and Method of Surveillance (Appendix 1) is the list of performance objectives and thresholds that must be performed by the SP. This summary details the method(s) of surveillance the QAE/COR will use to validate and inspect these performance objectives. Inspection of each objective will be documented in the QAE/COR database.

6.2.1. Performance objectives define the desired outcomes. Performance thresholds define the level of service required under the contract to successfully meet the performance objective. The Government performs surveillance, using this QASP, to determine the quality of the SP’s performance as it relates to the performance thresholds. The PWS and QASP should be used to form the foundation of the QAE/COR inspections.

6.3. Monthly Surveillance Plan. A monthly surveillance plan is developed by the Chief QAE/COR that sets the standard percentage of inspections required by the QAE/COR. The Chief QAE/COR will submit the monthly surveillance plan to the FD and CO for approval no later than 5 duty days before the beginning of the period it covers. Copies of the monthly surveillance schedule will be maintained for the life of the contract.

6.4. Method(s) of Surveillance. The QAE/COR may inspect services provided by observing actual service, after a service has been completed and interviews with the customers. The SP will be monitored and assessed throughout the period of performance of the contract with a combination of the following methods:

6.4.1. 100% Inspection. The QAE/COR will inspect and evaluate the SP’s performance each time it is performed. The result of the SP’s overall performance is then evaluated to determine acceptability of the service provided.

Under most circumstances the 100% inspection method is utilized during the first 30 days of the contract or until the amount of acceptable vs. unacceptable services is sufficient to warrant less evaluation.

6.4.2. Random/Periodic Inspections. Random or periodic inspections consists of the bulk of evaluations accomplished by the QAE/COR. The QAE/COR must ensure the amount of inspections are accomplished as set by the monthly surveillance schedule. The Government reserves the right to increase or decrease inspections of the SP's performance. The decision will be based on whether the

SP's performance is in alignment with performance thresholds/standards in the

PWS.

6.4.3. Customer Complaint. The QAE/COR is the point of contact and must collect all customer complaints. The Customer Complaint Record (Appendix 3) will be used for this purpose. Before submitting this form to the SP, the QAE/COR will first investigate the complaint to verify validity and if there were any contributory factors or Government delays attributable to complaints. If, after investigation, the QAE/COR determines there were no contributory factors or Government delays, the QAE/COR will validate the complaint and submit the customer complaint record to the SP POC to resolve the complaint. Validated customer complaints must be resolved within 24-hours of the SP POC's receipt of the complaint form. If additional time is needed, the SP shall request, in writing, additional time to resolve complaints and obtain approval from the QAE/COR. If the SP challenges the validity of the complaint and the QAE/COR and SP cannot come to agreement, the customer complaint will be forwarded to the CO for resolution. All the circumstances and actions taken must be documented (in writing) by the Government and SP on the Customer Complaint Record.

Validated customer complaint forms become a permanent part of the QAE/COR file.

7. Surveillance Documentation.

7.1. QAE/COR Services Summary Surveillance Report. Documenting all surveillance is important for proper administration of the contract. All documentation resulting from surveillance must be made a permanent part of the contract file. The Contracting Officer will direct whether these files will be forwarded for inclusion in the contract file. QAE/COR must document each surveillance as it is performed on a locally produced Quality Assurance Evaluation database. As a minimum the blocks will state the following:

Name of SP Service performed Equipment (aircraft/ground) Rating (acceptable or unacceptable) Serial# Number of discrepancies Inspectors name Category of discrepancy Date/Time of inspection

7.1.1. When a discrepancy is found, the QAE/COR shall document the discrepancy and verbally contact the SP representatives. The SP has 24-hours of notification to resolve the discrepancy. The next duty day the Chief QAE/COR will review the discrepancy and validate the need for a Corrective Action Report (CAR). A follow up inspection may be accomplished after the discrepancy has been resolved.

7.2. End of Month Reports. The QAE/COR will compile an end of month report and email the Chief QAE/COR when this is accomplished. The Chief QAE/COR will route the end of month report to the FD and then to the CO no later than the 10th calendar day of the month following surveillance. The transient alert end of month report will consist of the monthly evaluation report, the TA monthly inspection plan, the QAE/COR surveillance monthly log, notable events and the TA mission log.

7.3. Corrective Action Report (CAR) (Appendix 2). If the need for a CAR is validated, the Chief QAE/COR will fill out blocks 1-9 of the CAR form and attach a copy of the discrepancy from the QAE/COR database, AFIs, photos, customer complaints and any other relevant material to the SP within 5 duty days. The contactor has 10 working days to respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence. Validated CARs exceeding performance thresholds will result in less than satisfactory performance evaluations/ratings.

Acknowledgement does not signify agreement. If the SP disagrees with a CAR, the SP will elevate the matter to the CO.

7.3.1. Corrective Action reporting is divided into two categories, which are as follows: minor and major.

7.3.1.1. Minor: A minor discrepancy is a departure from established standards having little bearing on the service provided. When the QAE/COR identifies a minor discrepancy, the QAE/COR shall document the discrepancy and verbally contact the SP representatives, but is not required to notify the CO; however, if the same minor discrepancy is identified more than once, it may be an indication that a major discrepancy is occurring or has occurred because the SP has not taken proper steps to prevent recurrence. In this case, the QAE/COR shall notify the CO in writing, which may include e-mail.

7.3.1.2. Major: If at any time the QAE/COR identifies a condition as having a significant adverse effect on the quality of the service, such as those stated below, the QAE/COR shall document their findings and notify the Chief QAE/COR. Major discrepancies will be reported by the QAE/COR to the designated SP representative in writing; the QAE/COR database generated e-mail is preferable. Some examples are the SP fails to meet a performance objective, failure to provide adequate corrective action to preclude recurrence of government-identified findings, failure to provide corrective action to deficiencies identified by the QAE/COR within a prescribed suspense period or failure to adhere to security regulations that results in a security incident.

7.4. Customer Complaint Record (Appendix 3). The QAE/COR shall ensure complaint procedures and forms are made available to all customers (See Customer Complaint Record below). Any personnel that observe questionable or incomplete services or services not performed, or performed improperly, should immediately contact the QAE/COR. The QAE/COR shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the QAE/COR shall contact the complainant and explain why the complaint was invalid. The QAE/COR shall fully document the resolution for each complaint on the Customer Complaint Record.

Complaints will be tracked and if the performance threshold is exceeded, the QAE/COR shall notify the CO in writing. The CO will notify the SP and appropriate action can be taken.

8. Acceptance of Services. The QAE/COR and MXG Resource Advisor (RA) will certify that acceptable services were received, in accordance with the terms and conditions of the contract. The RA will certify receipt of SP services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished no later than seven calendar days after receipt of the invoice. To avoid payment of interest penalties, if the invoice is unacceptable, it should be rejected in WAWF within the first seven calendar days after receipt of the invoice, and the CO should be notified immediately.

9. Performance Plan Signature Page.

________________________(FD) ______________________(CQAE)

Mr. Dale L. Patterson Jr. GS-14 MSgt Matthew J. Warren Functional Director Chief Quality Assurance Evaluator

60 MXG/CD 60 MXG/QAE

_________________________(QAE) _________________________(QAE)

Ms. Andrea C. Brothers WG-11 TSgt Chad M. Anderson Quality Assurance Evaluator Quality Assurance Evaluator

60 MXG/QAE 60 MXG/QAE

__________________________(QAE)

SSgt Stephen E. Jogerst Quality Assurance Evaluator

60 MXG/QAE

Appendix 1 – Services Summary (SS) and Method of Surveillance

Table 1, Transient Alert Service Summary and Method of Surveillance

Performance Objective PWS Paragraph Reference

Performance Threshold

1. Management: Operate an effective Aircraft Services Management system to ensure all tasks and programs are successful and completed IAW

PWS.

PWS Chapter 3 and 7

No more than one validated unacceptable service (identified during QAE/COR inspections, AF Form 2420) or one validated customer complaint within a 30 day period for unsuccessful tasks or programs.

2. Arrivals: Perform all transient aircraft services in a safe and timely manner IAW

PWS Para 2.2

No more than one validated unacceptable services (identified during QAE/COR inspections, AF Form 2420) or two validated customer complaints within a 30-day period.

3. Processes: Perform all

PWS Para 2.3

No more than one validated unacceptable inspections, AF Form 2420) or two validated

4. Departures: Perform all

PWS Para 2.4 No more than one validated unacceptable inspections, AF Form 2420) or two validated

4. Emergency Services: Provide emergency services within standards IAW PWS.

PWS Para 2.5 No validated unacceptable services.

5. High Priority Services:

Perform all transient aircraft services on all high priority aircraft in a safe and timely manner IAW PWS.

PWS Para 2.1 No validated unacceptable services.

Appendix 2 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL

NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (QAP)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. QAP RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. QAP DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE

NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)