RFP_Atch_2_Quality_Assurance_Surveillance_Plan_(QASP)_-_clean.docx

Appendix 4 – Performance Assessment Report

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

for Advanced Computer Flight Planning (ACFP) Application & System Support

TABLE OF CONTENTS:

1. Vision

2. Mission

3. Purpose

4. Authority

5. Roles and Responsibilities

6. Performance Requirements and Methods of Surveillance

7. Performance Reporting

8. Acceptance of Services

9. Contract Management

10. Appendices:

1. Services Summary/Surveillance Matrix

2. Corrective Action Report

3. Customer Complaint Record

4. Performance Assessment Report

1. Vision

ACFP vision is to provide fuel and time optimized computer flight plans.

2. Mission

The Directorate of Communications and Information, Mobility Systems Division of the Air Mobility Command (HQ AMC/A6I) has responsibility for program management of AMC Command and Control (C2) programs. HQ AMC/A6I acquires, deploys, and maintains the hardware, systems software, and applications software for AMC C2 applications. On October 1, 1995, AMC was designated as the lead command and assumed program management responsibility for the acquisition and development of the Advanced Computer Flight Planning (ACFP) system.

ACFP is AMC’s primary automated aircraft flight planning system, used worldwide by AMC and other USAF major commands during peacetime, crisis, contingency, and wartime operations. The system provides fuel and time optimized computer flight plans using an online system of track libraries, international navigational aids library, remote terminal request and dissemination procedures, and current weather forecasts.

3. Purpose

This QASP is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

· What will be monitored

· How monitoring will take place

· Who will be monitoring

· How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control (QC) Plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to assure that it meets contract standards. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. 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 contractor performance.

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

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

4. Authority

Authority for issuance of this QASP is provided under FAR 37.604, FAR 46.4, Inspection of services clause, which provides for inspection, acceptance, and documentation of the service called for in the contract. This acceptance is to be executed by the contracting officer or a duly authorized representative.

5. Roles and Responsibilities

The following personnel comprise the Multi-Functional Team (MFT) and shall oversee and coordinate surveillance activities:

Program/Project Manager (PM) – The PM provides primary program oversight. While the PM may serve as a direct conduit to provide government guidance and feedback to the contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government’s behalf.

Assigned PM: TBD Organization or Agency:

Telephone:

Email:

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. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO shall also determine the final assessment of the contractor’s performance.

Assigned CO: TBD Organization or Agency:

Telephone:

Email:

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 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 provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the government’s behalf.

Assigned COR: TBD Organization or Agency:

Telephone:

Email:

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

Assigned QAPC: TBD Organization or Agency:

Telephone:

Email:

Contractor Representatives

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract. (Complete this section after the contract award)

Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Task Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

6. Performance Requirements and Method of Surveillance

6.1. Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR’s contribution is their professional, non-adversarial relationships with the CO, PM and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and Quality Control (QC) actions to successfully meet the terms of the contract.

6.1.1 Surveillance Matrix

The Surveillance Matrix and Services Summary (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file and in the CORT Tool.

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 services listed and not listed in Appendix 1. When the COR identifies unacceptable performance on services not listed in Appendix 1, the COR shall follow the procedures in paragraph 7.0 of this QASP, entitled Performance Reporting.

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 contractor’s performance as it relates to the performance element standards. The PWS should be used to form the foundation of the COR’s inspection checklist.

Periodic Surveillance or Random Sampling and One Hundred-Percent Inspection will be the standard contract performance review and analysis processes used in evaluating the contractor’s performance. The PWS should be used to form the foundation of the COR’s inspection checklist. Definition of surveillance methods:

Periodic Surveillance or Random Sampling. The results of the random inspection will determine the government’s next course of action. For example, if performance is marginal or unsatisfactory, the COR needs to document that inspection finding and begin corrective action. If performance is acceptable, the COR needs to document this finding as well and may reduce the sample size or sampling frequency.

One Hundred-Percent Inspection. This surveillance type is preferred for those tasks that occur infrequently. It is also used frequently for those tasks having very stringent performance requirements. When this type of surveillance is used, the COR must inspect and evaluate the contractor’s performance each time it is performed to determine acceptability.

According to the applicable Federal Acquisition Regulation, Inspection of Services clause, the Government will inspect the contractor’s performance under this contract. Any action taken by the COR, as a result of surveillance, will be according to the terms of this contract. The contractor shall also provide and maintain a Quality Control Plan which outlines how performance will be maintained to meet contract requirements.

6.2 Performance Rating Definitions

The Contractor’s performance will be rated on a quarterly basis in addition to the annual Contractor Performance Assessment Reporting System (CPARS). In the case of unsatisfactory performance, the remedies afforded to the government include: less than satisfactory ratings on CPARS, reducing or withholding payment, not exercising option periods, and terminating the contract. In evaluating the quality of contractor’s performance, the following performance ratings shall be used:

Exceptional – Performance meets contractual requirements and exceeds many to the Government’s benefit. 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 was highly effective.

Very Good – Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor was 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 a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

7. Performance Reporting

7.1. Corrective Action Report (CAR) (Appendix 2)

Corrective Action reporting is designed for reporting two types of discrepancies: minor and major.

Minor discrepancies consist of instances of non-routine contract noncompliance, which are usually immediately correctable by the contractor. Some examples would be data deliverables with minor grammatical or spelling errors, insufficient copies of documents, and late deliveries of plans and reports. Minor discrepancies will be reported verbally by the COR to the designated contractor representatives. Uncorrected minor discrepancies will be reported in writing by the CO addressed to the contractor’s senior manager.

Major discrepancies consist of multiple minor discrepancies or instances of non-routine contract noncompliance which are of such a magnitude that formal documentation by the COR and coordination with the CO are deemed necessary. Two examples would be late delivery of architectures, and untimely responses to customer complaints or issues. Major discrepancies will be reported in writing by the COR to the designated contractor representative. Copies of written correspondence will be coordinated with the CO prior to issuance to the contractor representative. Uncorrected major discrepancies will be reported in writing by the CO addressed to the contractor’s senior manager. This could be in the form of a Letter of Concern, Letter of Forbearance, Show Cause or Cure Notices: The type of correspondence is at the discretion of the CO.

7.2. Customer Complaint Record (Appendix 3)

The 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 COR. 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. The 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 COR shall notify the CO in writing. The CO will notify the contractor and appropriate action can be taken.

7.3. Performance Assessment Report (PAR) (Appendix 4)

PARs will be used to report ALL minor discrepancies and will be generated by the COR and sent to the contractor for corrective action. Contractors will be given 10 days to correct PARs unless they have requested an extension. If three minor discrepancies are found, combine them and process a Contract Action Report (CAR).

8. Acceptance of Services

In accordance with Inspection and Acceptance Clause, Mandatory Procedures / MP 5301.602-2(d) and the surveillance matrix (Appendix 1) the COR shall prepare a monthly summary assessment report NLT the 10th calendar day of each month or with each invoice. The report shall identify both positive and negative performance. At a minimum, the report shall identify the number of assessments scheduled and conducted, the number of unacceptable/acceptable performances observed, the number of Corrective Action Reports issued, 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 uploaded to the CORT Tool each month.

9. Contract Management

The contractor will immediately notify the CO or COR 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. Appendices

Appendix 1 – Surveillance Matrix and Services Summary Appendix 2 – Corrective Action Report (CAR) Appendix 3 – Customer Complaint Record

FA4452-12-R-0036

Appendix 4 – Performance Assessment Report

Submit on 5th calendar day of the month Wrong or improper format

# of grammatical, punctuation, or spelling errors per document.

# of rewrites per document resulting from inaccurate, incomplete, or unsupported information One-hundred percent monthly inspection of Progress Status/Management Reports to ensure performance standards are met.

# of grammatical, punctuation, or spelling errors per document

# of rewrites per document resulting from inaccurate, incomplete, or unsupported information One-hundred percent weekly inspection of weekly project schedules.

# of documents that are not complete, accurate and/or clearly written One-hundred percent inspection upon final delivery/final invoice of all delivered master software code, including the source code and documentation to ensure performance standards are met.

Appendix 3

Zero initial notices of unresolved issues and/or late update on status of OCI mitigation actions completed after 5 working days Quarterly review # of late NDA’s

Quarterly review # of late initial notices

Appendix 1 – Surveillance Matrix

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:

FINDING IMPACT:

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 (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

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

11. COR DETERMINATION

|_| ACCEPTED |_| REJECTED

12. CLOSE DATE

Appendix 2 – Corrective Action Report

Appendix 4 – 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

Appendix 3 – Customer Complaint Record

PERFORMANCE ASSESSMENT REPORT (PAR)

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

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. |_| DEFICIENCY (CHECK ALL BOXES THAT APPLY)

|_| NEW

|_| REPEAT

|_| NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE |_| CONCUR |_| NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. |_| CONCUR |_| NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS