Attachment 3 -- Performance Plan Paramedic Services Minot AFB.doc

FA4528-09-R-0026

Attachment 3

PERFORMANCE PLAN

FOR

Paramedic Services At

Minot AFB North Dakota

1 September 2009

Coordination and Review: See Signature Page –

TABLE OF CONTENTS

1.0 PURPOSE………………………………………………………………….…..…. 3

2.0 MULTI-FUNCTIONAL TEAM MEMBERS & RESPONSIBILITIES..…….. 3

3.0 SERVICE SUMMARY (SS) & METHOD OF ASSESSMENT………………. 4-6

4.0 UNACCEPTABLE PERFORMANCE REMEDIES………………………….. . 6-7

5.0 CERTIFICATION/ACCEPTANCE OF SERVICES………………………….. 7

6.0 PERFORMANCE MANAGEMENT…………….…………………………….…. 7-9

7.0 CONTRACTOR’S QUALITY CONTROL PLAN……………………………

8.0 MANAGEMENT AND OVERSIGHT OF ACQUISITION OF SERVICE PROCESS (MOASP )………………………………………………………………………... 9-10

9.0 MULTI-FUNCTIONAL TEAM SIGNATURE PAGE.…………………………. 11

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 63-124, Performance Based Service Acquisitions (PBSA), 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 actions necessary to meet the terms of the contract, not the Government. The Government’s objective in having the service provided is to survey activities to provide sufficient assurance to justify acceptance/rejection of the Contractor’s Paramedic Services. Based on quality data trends, the frequency and methods of Government surveillance may be changed. Failure to provide quality services could result in termination of the contract and other monetary repercussions. Results that the multi-functional team is striving to achieve in managing the acquisition is to assure the Contractor obtains an acceptable level of performance, meets 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 The Contractor is encouraged to manage costs and resources effectively while meeting government expectations. The QAP shall inspect by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, investigating customer complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. This performance plan provides the government with an objective and recordable means for reducing the Contractor’s profits for repeated non-performance. Conversely, Contractors have an incentive to utilize their resources in a cost effective manner to increase profit.

1.4 This performance plan describes the method(s) used to evaluate Contractor provided services in meeting performance objectives and performance thresholds. Quality Assurance Personnel (QAP) will use periodic inspection assessment methods to evaluate the Contractor’s performance. The assessment procedures identified in this performance plan, 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 assessments, QAPs 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.

2.0 MULTI-FUNCTIONAL TEAM MEMBERS AND RESPONSIBILITES

(Reference AFI 63-124, paragraph 2.8 for responsibilities)

Contracting Officer (CO)

Contract Administrator (CA)

Quality Assurance Program Coordinator (QAPC)

Functional Commander/Director (FC/FD)

Quality Assurance Personnel (QAP)

Contractor (For partnering purposes only, the Contractor has a limited role.)

3.0 Service Summary (SS): The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the Contractor’s Quality Control Plan provide information on contract requirements, the expected level of Contractor performance and the expected method of government surveillance and confirmation of services provided. These thresholds are critical to mission success. Procedures as set forth in the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies.

SS #1 Did the Contractor have a contract manager available Monday through Friday

7:30 - 4:30

3.1 Assessment of Service Summary (SS) Items.

3.1.1 It is essential for the QAPs to conduct surveillance for an effective quality assurance program. The QAP shall document the surveillance as it is conducted.

3.1.2 The QAP shall conduct surveillance of the Contractor’s performance by determining whether or not the performance meets the standards contained in the contract, the PWS, and the SS items.

3.1.2.1 Quality Assurance. The government shall inspect and evaluate the Contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. The QAP shall inspect by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, investigating Customer Complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. The QAP will use the Contractor’s work schedule or modified version thereof, to record surveillance results. Results of the surveillance then become the official Air Force record of the Contractor’s performance. When a performance threshold has not been met or Contractor performance has not been accomplished, the QAP will initiate and provide the Contracting Officer a Contract Discrepancy Report (CDR) for issuance to the Contractor. The Contractor shall respond to the CDR IAW instructions provided and return it to the Contracting Officer within 10 calendar days of receipt.

3.2 Surveillance Methods.

3.2.1 Periodic Surveillances. This method requires the QAP to employ based upon selecting samples for evaluation other than 100% inspection or on a random basis.

3.2.1.1 Complaint.

Unless a formal complaint is submitted via Customer Complaint Record, performance will be considered acceptable. Formal valid complaints will be submitted to the contracting Officer (CO) for further action (see paragraph 4.5.1). Validated customer complaints and all documentation will be used to support Contractor ratings in the Contractor Performance Rating System (CPARS).

3.2.1.2 Procedures for Periodic Inspection. The government Quality Assurance Personnel (QAP) will perform inspection on SS #3 to ensure Contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspection. The QAP will notify the CA if the inspection indicates unacceptable performance. The QAP will notify the CA of deficiencies.

Any unsatisfactory inspection (defect) result shall be recorded, and the Contractor shall re-perform the service after notification by the QAP, if possible.

Failing to meet the performance threshold as outlined in the SS for any of these performance objectives in any one month period shall result in a warning or letter of concern from the Contracting Officer.

Failing to meet the performance threshold as outlined in the SS of these performance objectives in any combination for any two, or more consecutive or non-consecutive months during a contract period shall constitute an immediate Progress Meeting with the Multi-functional Team. All remedies shall be in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

3.3 Periodic Progress Meetings. The Contracting Officer, Functional Commander, QAP, other government personnel from the Multi-Functional team, and the Contractor shall periodically meet to discuss the Contractor’s performance, no less than semi-annually. The following issues shall be discussed; opportunities to improve the contract, any modifications required of the contract, unsatisfactory inspections against each performance objective observed and steps taken by the Contractor to prevent occurrences in the future. The Contractor shall provide a summation of unsatisfactory inspections and provide insight into any identified trends.

At these meetings the Contracting Officer will inform the Contractor of how the Government views the Contractor’s performance and the Contractor will inform 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.

The minutes of these meetings will be reduced to writing, signed by the Contracting Officer and any other signatures as deemed appropriate.

4.0 Remedies for Unacceptable Performance.

4.1.1 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:

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

4.1.1.2 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.

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

4.1.2.1 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

4.1.2.2 Decrease the invoice as stated in the PWS related to performance; or

4.1.2.3 Terminate the contract.

5.0 CERTIFICATION/ACCEPTANCE OF SERVICES

5.1 The QAP 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.

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

6.0 PERFORMANCE MANAGEMENT This section identifies the use of performance measurement information to effectively obtain a positive change in organizational culture, systems, and processes, by helping to set agreed upon performance goals and sharing results of performance in pursuing those goals.

6.1 Market Research. On-going market research is conducted to ensure the contract requirements remain current with commercial standards, practices and industry performance evaluation methods.

6.2 QAP Records Review. The Contract Administrator will review the QAP’s quality assurance files no less than quarterly to ensure completeness and to ensure surveillance is properly conducted and documented, and Contractor performance is within acceptable levels. This review will be documented and acknowledged by the CO and QAPC. As a minimum, the file will contain the following:

6.2.1 A copy of the contract, including delivery orders and modifications

6.2.2 Government Performance Work Statement (PWS)

6.2.3 Nonconformance Reports (Corrective Action Report)

6.2.4 Government Performance Plan

6.2.5 Contractor Quality Control Plan (QCP)

6.2.6 Contract-related correspondence

6.2.7 Surveillance Records, Customer Complaint Record

6.2.8 QAP Appointment Letters

6.2.9 QAP Phase I and Phase II Training Documentation

6.2.10 QAP Delegation of Duties Letter from the Contracting Officer

6.2.11 Receiving Reports/Acceptance of Services

6.3 Performance Feedback: On a quarterly basis, the QAP will complete a narrative summary of Contractor performance and forward it to the CO that includes the following assessment elements. The QAP will also keep the FD informed of all performance assessments. This information is strictly a tool to support annual Contractor ratings in CPARS and provide a snapshot view of Contractor’s performance.

Performance

Element Description

6.3.1 Performance Ratings. Contractor ratings and criteria are described below:

Performance

Rating Criteria

7.0 CONTRACTOR’S QUALITY CONTROL PLAN

7.1 CONTRACTOR QUALITY CONTROL PLAN (QCP). The Contractor shall develop and maintain a quality control program to ensure paramedics services are performed in accordance with commonly accepted commercial practices and services identified in this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-performance and continual repeat of defective service does not occur. A written Quality Control Plan shall be submitted to the contracting officer for review, feedback and approval. The plan shall be submitted within 10 days of contract award. The plan shall specifically address the Contractor’s strategy to provide quality workmanship, continual process improvement and for correcting deficiencies as required.

8.0 MANAGEMENT AND OVERSIGHT OF ACQUISITION OF SERVICE PROCESS (MOASP)

8.1 Assumption of Workload Review. All services acquisitions with a value in excess of $100,000 will be reviewed by the appropriate designated official within 30 days of the Contractor’s full assumption of contract workload (for example, end of transition, phase-in, or similar event). The purpose of the review is to determine if the Contractor successfully completed transition, is fully operational, and is within other performance parameters required by the contract. The designated official for this contract is the Contracting Squadron Commander or DBO and they shall conduct and document the assumption of workload review and report any negative information concerning contract execution.

8.2 Annual Performance Review. All services with a value in excess of $100,000 will be reviewed annually. This review is to be conducted not later than 30 days prior to issuing the notification of the Government’s intent to fund the follow-on year. Since the designated official for this contract is the Contracting Squadron Commander or DBO they shall conduct and document the assumption of workload review and report any negative variations in cost, schedule and/or other significant performance measures required by the contract. If significant variations exist, include an explanation of the causes for the variance and an assessment of the Contractor’s corrective action plan.

MULTI-FUNCTIONAL TEAM

SIGNATURE PAGE

Contracting Officer

Contract Administrator

Quality Assurance Program Coordinator (QAPC)

Functional Director (FD)

Quality Assurance Personnel (Primary)

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