Att_4_-_QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

BASE REFUSE COLLECTION AND DISPOSAL

Dover AFB, DE May 8, 2013

Solicitation No. FA4497-13-R-0005, Attachment 4

TABLE OF CONTENTS

Subject Page

1. Purpose 2

2. Objective 2

3. Results 2

4. Organizational Structure 2

5. Multi-Functional Team Roles and Responsibilities 2

6. Progress Meetings 4

7. Surveillance Approach 4

8. Contractor’s Quality Control Plan 6

9. Contractor Manager Notifications 6

10. Discrepancy Reporting 6

11. Non SS Items 6

12. Certification of Services 6

13. Contractor Rating (CPARS) 7

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing the Performance Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Service Summary (SS) in the Base Refuse Collection and Disposal Services Contract.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the government desires to maintain a quality standard in the computer support specialist contract services and that a service contract is the best means of achieving that objective.

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 is quality assurance to ensure contract standards are achieved.

Careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

2. OBJECTIVE

This QASP is designed to provide the Multi-Functional Team a vehicle to ensure delivery of the desired mission support services within cost and on schedule. The QASP will also provide the Contracting Officer Representative (COR) an effective systematic surveillance method for each item listed in the Performance Work Statement (PWS), specifically in the Services Summary (SS). The premise of commercial contracting is for the Contractor to assume responsibility for the work they produce.

3. RESULTS

The results in managing this acquisition through this QASP, is to provide Dover Air Force Base with Computer Support Specialist service contract that are acceptable and timely while protecting Government resources.

4. ORGANIZATIONAL STRUCTURE

Contracting Officer 436 CONS/LGCA

Contract Administrator 436 CONS/LGCA Quality Assurance Program Coordinator 436 CONS/LGCP Contracting Officer Representative Mgmt 436 CES/CEOE Contracting Officer Representative 436 CES/CEOE Alternate Contracting Officer Representative 436 CES/CEOE

5. MULTI-FUNCTIONAL TEAM ROLES & RESPONSIBILITIES

The following government officials will participate in performance management of this contract through use of the Management and Oversight of Services Process (MOS) and the contractor. Their roles and responsibilities are described as follows:

5.1. Contracting Officer Representative (COR):

is responsible for monitoring, assessing, recording and reporting on contractor compliance with the terms and conditions of the contract. These individuals will have primary responsibility for completing quality assurance monitoring forms that will be used to document the inspection and evaluation of the contractor’s performance. The COR will maintain surveillance documentation, notify the Contracting Officer (CO) of any significant performance deficiencies and recommend improvements to the PP and Performance Work Statement (PWS) throughout the life of the acquisition.

5.1.1. COR documentation of contractor performance should be accomplished as the observation is completed, thus preventing loss of information. All documentation generated in the performance of this plan will be marked, "For Official Use Only".

5.2. The Contracting Officer (CO):

The CO is the only person with the authority to direct the contractor in the performance of their duties under the contract and to make interpretations of and changes to the contract. The CO will facilitate Multi-functional Team meetings. The CO will resolve any discrepancies between the COR and contractor.

5.3. Contracting Officer Representative (COR) Management:

has overall responsibility for developing the PWS and the QASP and ensuring they satisfy mission requirements, are performance-based, foster innovation, and define metrics. The COR Management will also be responsible to assign competent and capable functional experts to the Multi-functional Team. The COR Management will also assign, as a minimum, a primary and an alternate COR and notify the CO of any changes to this designation. Review contractor performance documentation, prepared by the COR on a regular basis to ensure performance is compatible with contract and mission objectives.

The COR Management is also responsible for identifying mission essential services.

5.4. The Contracting Squadron Commander (CSC) and/or The Director of Business Operations (DBO):

serves as the Business Advisor providing oversight of the Multi-functional Team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement. Also provide Management and Oversight of the Acquisition of Services Process (MOASP) reports on service acquisitions to the MAJCOM for consolidation.

5.5. The Quality Assurance Program Coordinator (QAPC):

develops, manages and implements the Dover AFB Quality Assurance Program; supports the Multi-Functional Team in the development of contract requirements, ensuring requirements are clearly stated and enforceable; aids in development of the Service Summary (SS) and Performance Plan and provides training to all COR Management, COR and others that interact with this contract as needed.

5.6. The Contract Administrator (CA):

is the focal point for issues regarding the contract; prepares and processes modifications to the contract; assists the CO in ensuring contractor performance meets contract standards; records and transcribes minutes for meetings.

The CA will perform COR assessment on a periodic basis as determined by the CO. The contract administrator (CA) will verify that the COR is accomplishing their surveillance according to this performance plan. Observation of one or two checks will be sufficient to verify the COR’s procedures. If deficiencies are discovered in the COR surveillance procedures, the contracting officer will notify the COR Management and provide any assistance the COR Management may request, such as additional training for COR personnel. The CA will ensure that the COR is documenting their surveillances on a timely basis. A check of the COR files will also be performed on a periodic basis as determined by the CO/CA.

5.7. The Contractor:

is the service provider and will ensure that a government acceptable quality control system is provided and maintained. The contractor is required to provide all services identified in the PWS not just those identified in the SS. The contractor will also provide support to Senior Leadership as required (e.g., performance metrics, briefings).

6. PROGRESS MEETINGS

The Contract Administrator, CO, COR, QAPC, Contractor and other MFT members as needed will have monthly progress meetings at the start of the contract until which time the government makes a determination that the contractor has a clear understanding of the contract requirement. The Progress Meetings will be changed to quarterly or as needed.

7. SURVEILLANCE APPROACH

a. Purpose. This section details the method to be used in verifying contractor compliance with contract requirements. The key elements of this process are the contractor’s quality program and government requirements. This Quality Assurance Surveillance Plan provides the procedures on how to conduct these surveillances.

b. Surveillance Approach. To facilitate the surveillance of the contractor’s quality program, government personnel will verify contractor compliance with designated performance requirements. The COR will verify the critical requirements. The specific procedures to be followed in verifying the critical requirements are delineated in this plan. The intent of this surveillance approach is to gain confidence in the contractor’s way of doing business and then adjusting the level of insight to a point that maintains that confidence. With this intent, the surveillance approach may not be one that stays the same throughout the duration of the contract. All government evaluators should be prepared to periodically update the surveillance approach when the situation arises. It is the responsibility of the Contracting Officer Representative (COR) Management and COR to review the critical requirements to assess their applicability and recommend the addition or subtraction of requirements as conditions warrant.

SERVICE SUMMARY

Performance Objective PWS Para. Performance Threshold

Refuse collections are accomplished in accordance with approved contract established schedules. Containers are emptied and returned to original position with lids closed.

All refuse has been picked up by contractor and area is free of refuse.

1.1.1. & 1.1.5.

No more than 4 customer follow up collections are submitted per month.

Periodic Surveillance

Refuse is transported in dependable refuse vehicles and disposed at a licensed off-base disposal site to ensure compliance with existing local, state, federal, and environmental rules, regulations and requirements.

1.2. and all sub paragraphs.

No violations submitted by the state Department of Health and Environmental Control are allowed per month.

Periodic Surveillance

Contractor routes and collection schedules are current to meet the contract requirements and prevent interruption of service. The contractor will notify the COR immediately of any interruptions to service, caused by either the contractor or the government.

1.3.

No more than 4 customer follow up collections are submitted per month.

Periodic Surveillance

Maintain equipment in good workable condition. Perform painting and cleaning requirements. Trucks should be washed and free of odors.

1.4. and all sub paragraphs and Appendix E.

No more than 2 customer complaints are submitted per month.

Periodic Surveillance

Provide reports, logs and weight tickets with all required information in a timely manner in accordance with the requirements stated in PWS.

1.1.2.

Submitted no later than close of business on the first day of the next workweek.

Relocate containers when requested by the COR. 1.5. Containers are relocated within 24 hours after COR notification.

Responds to customer follow-up collections and customer complaints to ensure good customer service and solid contractor quality control.

1.1.1.

& 4.3.

No more than 4 customer complaints are

Periodic Surveillance

Perform unscheduled collections services as directed by the Contracting Officer. Perform special events collections services when notified by the COR.

1.1.5.

No customer complaints are allowed.

Periodic Surveillance

Furnish all containers in sizes and quantities specified.

Provide back-up containers as required.

Appendices B & E

No more than 4 customer complaints are

Periodic Surveillance

(1) CUSTOMER FEEDBACK: The COR will receive feedback from base personnel and if found to be valid, pass them on to the contractor’s quality control inspector (QCI) for correction. Recurring defects are not permitted for maintenance and repair of installed fire extinguishing and automatic fire alarm systems. For example if a customer gives feedback that service has not been performed or the service is defective, the contractor will be required to correct the defect through reperformance and no defect will be recorded against the contractor’s performance. However, if this same situation occurs again within the same evaluation period, a defect will be recorded and reported to the contracting officer (CO) for appropriate action.

(2) PERIODIC SURVEILLANCE: The COR will periodically assess the Contractor’s performance by watching actual performance, physically checking an attribute of the completed task or inspecting the task or its results to determine whether or not the performance meets the standard contained in the contract. The COR will evaluate and document the contractor’s performance using locally developed checklists and an activity log. When the surveillance observation results in a deficiency, the COR will ask the contractor to re-perform, if possible. If the task or service cannot be reperformed, the service is considered deficient.

(3) ANNUAL INSPECTION: The Contractor and the Contracting Officer Representative will perform a joint inventory inspection. Both representatives will sign the completed inventory and submit a copy to the Contracting Office for the contract file and keep a copy for their records.

8. CONTRACTOR’S QUALITY CONTROL PLAN

In accordance with the PWS, the Contractor shall establish and maintain a Quality Control Plan to ensure the requirements of the contract are provided as specified. The Contractor shall provide a Quality Control Plan describing the inspection system for the requested services listed 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.

9. CONTRACT MANAGER NOTIFICATION

The COR will ensure that the contract manager/project manager is informed of contract performance status. The contract manager/project manager should also be informed of any contract discrepancies noted during COR surveillance.

10. DISCREPANCY REPORTING

The COR will notify the contract manager/project manager of any discrepancies noted during the COR’s inspections. This notification is for discrepancy correction only and does not indicate concurrence to the discrepancy by the contractor. The COR will also notify the CA of all discrepancies noted during the surveillance. The frequency and method of notification to the CA will be provided to the COR during contract specific training.

11. NON-SERVICE DELIVERY SUMMARY ITEMS

Everything that is written into the PWS is required to be provided by the contractor, thus everything in the PWS is subject to government surveillance.

12. CERTIFICATION OF INVOICES

Certification of invoices is performed by COR via the Wide Area Work Flow (WAWF) system. At the end of each billing period, service provider inputs invoice information in the WAWF system. WAWF automatically notifies appropriate COR via email of pending invoice. COR accesses WAWF and verifies accuracy of service provider’s data. If data is correct, COR certifies invoice and payment is conducted by Defense Finance Accounting System (DFAS). If COR encounters errors in service provider’s invoice, COR consults with on site manager to mutually rectify data. If service provider disagrees with COR, issue is forwarded to the CO for resolution.

13. CONTRACTOR RATING (CPARS)

Contractor’s Performance Assessment Rating (CPAR), applicable to service contracts, is an evaluation used to assess and manage the contractor’s performance. The CPARS process also establishes procedures for the collection and use of Past Performance Information for service contracts. CPARS-generated Past Performance Information may be one of the tools used to communicate contractor strengths and weaknesses to source selection officials and Contracting Officers.