Attachment 2- Performance Plan.doc

PERFORMANCE PLAN

PERFORMANCE PLAN (PP)

FOR

AMC TRANSPORTATION DATA PROCESSING CENTER

12 October 2010

Coordination and Review:

Contracting Officer

Date

Functional Director (FD)

Quality Assurance Personnel (QAP)

Contractor

REVISION CONTROL

Basic

This is the initial publication of the

AMC Transportation DPC Performance Plan.

Table of Contents

I. Contract Assessment

1.0 Purpose

2.0 Service Objective

3.0 Desired Management Results

4.0 Roles and Responsibilities of the Multi-Functional Team

II. Contractor Assessment

5.0 Contractor’s Quality Control Plan (provided with contractor’s proposal)

6.0 Strategy, Methods, and Tools

7.0 Assessment Procedures

8.0 Performance Issues

9.0 Certification/Acceptance of Services

10.0 Contract Management

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 Air Force Instruction (AFI) 63-124, Performance Based Service Acquisitions (PBSA), with respect to the government’s quality assurance requirements.

2.0.

SERVICE OBJECTIVE

2.1. The objective is to obtain technical services in support of the AMC Transportation DPC requirement. This plan is designed to provide an effective systematic surveillance method to validate contractor performance of Performance Work Statement (PWS) objectives. The government works on the premise that the contractor is responsible for the work they produce. The contractor is responsible for accomplishing quality checks to ensure that final deliverables meet all PWS requirements, to include corrective actions in the event of defects.

3.0.

DESIRED MANAGEMENT RESULTS

3.1. The result the multi-functional team (MFT) is striving to achieve is successful PWS performance. This plan provides a systematic method to survey and evaluate contractor services to determine conformity with the technical requirements of the contract.

4.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

4.1.

The multi-functional team members listed on the cover are responsible for planning the acquisition and managing the requirements over the life of the contract along with recommending any revisions to the Performance Plan. They are responsible for the duties listed below and IAW AFI 63-124, Chapter 2.

4.2.

Administrative Contracting Officer/Contract Specialist 4.2.1.

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

4.2.2.

Delegates authority for inspection and/or acceptance to Quality Assurance Personnel (QAP) in accordance with the terms and conditions of the contract.

4.2.3.

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

4.2.4. Periodically assesses the QAPs performance, not less than quarterly.

4.2.5.

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

4.2.6.

Issues contract modifications as necessary.

4.2.7.

Takes appropriate action should unacceptable contract performance occur.

4.2.8.

Ensures the Multi-Functional Team (MFT) reviews this performance plan annually (at a minimum) for recommended changes.

4.2.9 Provides Phase II QAP training to all appointed QAPs.

4.3. Quality Assurance Personnel (QAP)

4.3.1. Each QAP must receive Phase 1 & 2 training provided by the contracting office before they can perform contractor surveillance.

4.3.2. Develops technical requirements and independent cost/ government estimates for contract services.

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

4.3.4. Immediately notifies the administrative contracting officer of any significant performance deficiencies.

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

4.3.6. Uses assessment data to assist the administrative contracting officer in the preparation of the CPARS reports.

4.3.7. Obtains, schedules, and completes Wide Area Work Flow (WAWF) training from the base Accounting and Finance Office.

4.3.8. Certifies acceptance of services in WAWF and maintains invoices documentation for the life of the contract.

4.3.9. 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.

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

4.3.11. 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.

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

4.3.13. Keeps the documentation files during the term of the contract and at the conclusion of the contract transfers the files to the administrative contracting officer for inclusion in the official contract file.

4.4.

Functional Director (FD) 4.4.1.

Assign qualified functional experts to the multifunctional team.

4.4.2.

Ensure requirement documents developed by the Multi-Functional Team satisfy mission requirements, are performance based, and provide meaningful measurement of contractor progress attaining desired outcomes.

4.4.3.

Assign primary and alternate QA personnel.

4.4.4 Review contractor performance assessment documentation prepared by QAP on a periodic basis not less than annually to ensure performance is compatible with contract objectives.

4.4.5 Shall participate as a member of the Multi-Functional Team.

4.5.

Quality Assurance Program Coordinator (QAPC)

4.5.1. Develops, manages, and implements the Quality Assurance Program.

4.5.2. Provides Phase I QAP training and refresher training as needed. QAPC for AMC/A7KQ is located at 375 CONS (256-1096).

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 multi-functional team in the post award management phase.

4.6.3. Maintains and implements their commercial quality procedures that ensure contract requirements are met.

4.6.4. Ensures that non-conforming contract services are identified and corrected.

4.6.5 Ensures that quality control procedures are revised when necessary to prevent recurrence of non-conforming contract services.

4.6.6. Tenders to the government for acceptance only those services that conform to contract requirements.

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

5.0 CONTRACTOR’s QUALITY CONTROL PLAN.

5.1. As required by the contract, the contractor’s commercial Quality Control Plan included in the final proposal, dated___________________ is incorporated by reference.

6.0.

STRATEGY, METHODS, AND TOOLS

6.1.

Strategy. At a minimum, government quality assurance personnel will perform surveillance (see paragraph 6.3, tools, assessment table) to determine the contractor’s compliance with designated performance requirements of the contract Services Summary (SS). Documentation is required to record, evaluate, and report contractor’s performance. Assessment will be in accordance with the methods below. In addition to the monthly assessment, assessment will be done on an annual basis, after completion of the performance period, through the Contract Performance Assessment Reports (CPARS) evaluation system.

6.2.

Methods.

6.2.1.

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

6.2.2. One Hundred-Percent Inspection. The PWS contains a Services Summary (SS) that summarizes performance thresholds. The SS does not identify every service required, but only those services considered most important for mission accomplishment. As the items included in the SS are considered mission essential, a one-hundred percent inspection of all monthly metrics will be accomplished.

6.3.

Tools.

6.3.1. Assessment of Services Summary Items. At a minimum, QAPs will monitor, review, and report on the contractor’s performance and compliance with all SS items shown below on a monthly basis.

SERVICES SUMMARY (SS) AND METHOD OF ASSESSMENT

95% of the time

95% of the time

6.3.2. Assessment of non-SS 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, QAP have the right to conduct assessment for SS items and non-SS items as well. When the QAP identifies unacceptable performance on non-SS items, the QAP shall follow the procedures in paragraph 8.0 of this performance plan, entitled Performance Issues.

7.0 ASSESSMENT PROCEDURES

7.1. The QAP will monitor the contractor’s performance on a continuous basis throughout the life of the contract to determine if the monthly service is acceptable. The following paragraphs detail the source data and evaluation process.

7.1.1. Source Data. Source data for the quality assurance evaluation consists of the following information:

- Contractor performance statistics: A monthly progress report detailing tasks completed and deliverables provided shall be provided to the QAP.

- Customer complaints: Customer complaint forms shall be submitted directly to the QAP for review and validation.

7.1.2. Evaluation Process. The QAP will calculate the performance metrics included in the Services Summary on a monthly basis to determine if the contractor is meeting performance thresholds from the PWS. In conjunction with this assessment, the QAP will review all validated customer complaints for the month and any additional information submitted by the customer. The calculation of both the performance metrics and customer complaint information will produce an evaluation of the contractor’s performance and conformance to the contract. A copy of the monthly review will be forwarded to the contracting officer (CO) seven (7) days after surveillance is completed.

7.2. In addition to the monthly assessment schedule, the QAP will accomplish performance assessment on an annual basis (at a minimum), through the CPARS evaluation system.

8.0. PERFORMANCE ISSUES

8.1. Unacceptable Performance – Government Action. When the contractor’s performance is deemed unacceptable, the QAP 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 QAP will take action to ensure government action, or lack of action, does not interfere with the contractor’s performance in the future. The QAP will completely document the circumstance.

8.2. Unacceptable Performance – Contractor Action. When the unacceptable performance is not the result of government action, or lack of action, the QAP shall promptly notify the contractor and the contracting officer administering the contract. The contractor shall re-perform the service, if possible, without additional cost to the government. If the contractor challenges the validity of the QAPs unacceptable assessment finding, the matter shall be referred to the contracting officer administering the contract for resolution. The QAP will completely document the circumstance.

8.3. Contracting Officer Notification.

8.3.1. Major Finding. If at any time the QAP identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP shall document their findings and notify the administrative contracting officer immediately in writing. E-mail is acceptable.

8.3.1.1. Contractor failure to meet a Performance Objective.

8.3.1.2. Contractor failure to provide adequate corrective action to preclude reoccurrence of government-identified findings.

8.3.1.3. Contractor failure to provide corrective action to deficiencies identified by the QAP within a prescribed suspense period.

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

8.3.2 Minor Finding. A minor finding is a departure from established standards having little bearing on the service provided. When the QAP identifies a minor finding, the QAP shall document the finding, but is not required to notify the administrative contracting officer. However, if the same minor finding is identified more than once, 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 QAP shall notify the administrative contracting officer in writing.

8.4.

Remedies or Other Actions for Unacceptable Performance. Inspection/Acceptance of FAR clause 52.212-4, Contract Terms and Conditions – Commercial Items (Jun 2010), will be included in the contract. When defects in services cannot be corrected by re-performance, the government may:

8.4.1.

Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

8.4.2.

Negotiate consideration due the government for non-performance. Consideration may include reducing the contract price to reflect the reduced value of the services performed (reduce the monthly fixed price to reflect the non-performance of a required task). However, other forms of consideration may also be negotiated based on the impact associated with the failure to perform.

8.4.3.

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 terminate the contract for cause and charge to the contractor any excess reprocurement costs together with any incidental or consequential damages incurred because of the termination.

9.0. CERTIFICATION/ACCEPTANCE OF SERVICES

9.1. The QAP will certify that acceptable services were received, in accordance with the terms and conditions of the contract. The QAP will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished no later than seven days after the receipt of the invoice, to avoid payment of interest penalties. If the invoice is not acceptable, it should be rejected in WAWF before the 7th day after receipt of the invoice and the administrative contracting officer should be notified immediately.

9.2. Travel requests shall be in writing and contain the dates, locations, and estimated costs for the travel. Travel requests shall be submitted throught the QAP and CO with supporting justification, including the travel itinerary and estimated cost, no later than five workdays prior to travel for approval. The QAP must validate the anticipated travel costs prior to the contractor incurring these costs. The CO must confirm availability of funds prior to travel.

10.0 CONTRACT MANAGEMENT

10.1. The MFT shall conduct periodic progress meetings, not less than quarterly the first year, to review the contractor’s performance. At these meetings the administrative 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.

10.2 The contractor will also immediately notify the administrative contracting officer 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 (i.e. CAR reports, customer complaints/incident reports, etc.).

10.3 The MFT shall also provide any recommended changes to the Performance Plan to the CO at the progress meetings or on an annual basis (at a minimum).

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