Attachment_2_-_QASP-_Customer_Complaint_Only_for_COR_(FY15).pdf

FA4528-14-R-0024

Attachment 2

REVISED

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Refuse Removal Service

At

91 Missile Wing, Missile Complex

Minot AFB North Dakota

Coordination and Review: See Signature Page on back

TABLE OF CONTENTS

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

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

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

4.0 UNACCEPTABLE PERFORMANCE REMEDIES…………………………….5

5.0 CERTIFICATION/ACCEPTANCE OF SERVICES………………………….. 5

6.0 PERFORMANCE MANAGEMENT…………….…………………………….…. 5

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

8.0 KEYS……………………………………………………………………………….. 6

9.0 COMBAT TRAFFICKING IN PERSONS………………………………………. 7

Attachments:

CUSTOMER COMPLAINT……………………………………………………….8

CORRECTIVE ACTION REPORT………………………………………………9

MULTI-FUNCTIONAL TEAM SIGNATURE PAGE

1.0 PURPOSE

1.1 This Quality Assurance Surveillance Plan (QASP) 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 QASP implements the requirements of Mandatory Procedures MP5301.602-2(d) and Mandatory Procedures MP5346.103 with respect to the Government’s quality assurance requirements.

1.2 This QASP 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 refuse removal service. 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 (MFT) 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 Contracting Officer Representative (COR) shall inspect by any of the following: watching actual task performance; physically checking an attribute of the completed task; 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 the Performance Work Statement (PWS). The COR will use the contractor’s work schedule or modified version thereof, to record surveillance results. This QASP 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 QASP describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. The COR will use periodic inspection assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this QASP, 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, CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6 This QASP 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.

1.7. The COR shall input the appropriate information into the Contracting Officer Representative Tracking (CORT)

Tool for this contract.

2.0 MULTI-FUNCTIONAL TEAM (MFT) MEMBERS AND RESPONSIBILITES

(Reference AFI 63-138, Paragraph 6.3)

Contracting Officer (CO)

Contract Administrator (CA)

Quality Assurance Program Coordinator (QAPC)

Contracting Officer Representative (COR)

COR Supervisor

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

2.1 Initial Contract Performance Review – The MFT will meet to determine that the contractor has successfully started performance, completed transition, is fully operational, is within the FFP schedule, and performance parameters of the contract per AFI 63-138, paragraph 6.4. This item may be waived by the Contracting Services

Designated Official (SDO) for contractors that have continued performance under a successor contract as the incumbent and have otherwise demonstrated full compliance with contract start-up.

3.0 Service Summary (SS): The contract service requirements are summarized in performance objectives that relate directly to the mission. 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.

The SS cites the key performance objectives and the associated thresholds that must be attained, over which the

Government shall exercise surveillance. The absence of any contract requirement from the SS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract.

Performance Objective PWS Para Performance

Threshold

Remedy Method of

Assessment Collection and removal of all waste contained in dumpsters located at Missile Alert

Facilities in the 91 MW complex

1, 1.1, 1.1.1, 1.1.2, 1.1.3, 1.1.4, 1.1.5, 1.1.6, 1.2

No more than (2) validated customer complaints per month

Re-performance

Within 1 day of notification

Customer

Complaint

3.1 Assessment of Service Delivery Summary (SS) Items.

3.1.1 Since the Method of Assessment is 100% Customer Complaint, the COR will ensure that the contractor corrects any valid complaints and report them to the CA.

3.1.2 The COR may 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. The COR is required to notify the CA each month regarding the acceptability of service and any customer complaints. The CA will review monthly Assessment Reports (AR) initiated by the COR to ensure the COR is documenting the number of acceptable/unacceptable observations/non-performance of Performance Work Statement requirements. The AR will be in the form of a letter signed by the COR. Any customer complaints and/or corrective action reports will be attached to the Assessment Report by the COR and input into the CORT monthly.

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 COR shall investigate 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 the PWS. The COR 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 COR will initiate and provide the Contractor a Corrective Action

Report (CAR) and forward the CAR and the contractor’s response to the Contracting Officer. The contractor shall respond to the CAR IAW instructions provided and return it to the Contracting Officer within 10 calendar days of receipt.

3.2 Surveillance Methods.

3.2.1 Customer Complaint. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the customer complaint(s) in cases of disagreement with the COR and the Contractor.

If the contractor exceeds the performance threshold for any of the Service Summaries in any one month period the

Contracting Officer may take action.

3.2 Periodic Progress Meetings. The Contracting Officer, COR, other government personnel from the Multi-

Functional Team, and the Contractor shall periodically meet to discuss the Contractor’s performance. 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, distributed to the functional area and the contractor. Should the contractor not concur with the minutes, the contractor will provide a written notification to the Contracting Office identifying areas of non-concurrence for resolution.

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 related to performance; or

4.1.2.3 Terminate the contract.

5.0 CERTIFICATION/ACCEPTANCE OF SERVICES

5.1 The Customer (COR or Resource Advisor (RA)) will certify receipt of contractor services via the Wide Area

Workflow (WAWF) website. The certification will be accomplished via the WAWF website (https://wawf.eb.mil/).

Certification of services shall be accomplished on the first workday following the submission of the invoice by the

Contractor, to avoid payment of interest penalties.

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 COR Records Review. The Contract Administrator will review the CORs 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. As a minimum, the file will contain the following:

(a) Contractor Quality Control Plan (QCP)

(b) Quality Assurance Surveillance Plan (QASP)

(c) Performance Work Statement (PWS)

(d) Request for CORs, COR Nomination Letters, COR Designation Letters, & COR Termination Letters

(e) COR training certificates & refresher certificates for each COR {group by COR}

(f) Correspondence between COR and Contractor & Correspondence to or from the CO/CA

(g) COR Monthly Schedules

(h) Records of Inspections, Surveillances, Schedules and the results

(i) Progress Meeting Minutes – to include other meetings

(j) Contract and all Modifications (in sequence, with most current mod on top)

(k) Reserved

(l) My Invoice & WAWF Documentation

(m) All other documentation of actions taken by COR (PARs, CARs, CDRs, Safety Issues, etc.)

(n) Customer Complaints

(o) Letters of Concern from CO (when applicable)

(p) Reserved

(q) Past Documentation (use a Cross Reference Form or MFR when its maintained in a separate binder)

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 grounds 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 no later than 10 days before contract performance begins. The plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement and for correcting deficiencies as required.

8.0 KEYS

8.1 The Contractor shall establish and implement methods of making sure all keys/combinations issued to the

Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The Contractor shall not duplicate any keys issued by the Government. The Contractor shall immediately report to the COR or CO any occurrences of lost or duplicated keys. In the event keys, other than master keys, are lost or duplicated, the

Contractor may be required, upon written direction of the CO, to re-key or replace the affected lock or locks without cost to the Government. Reimbursement shall be accomplished by deducting the cost of such from the monthly payment due the Contractor. In the event a master key is lost or duplicated, the government shall replace all locks and keys for that system, and the total cost will be deducted from the monthly payment due the Contractor.

9.0 Combating Trafficking in Persons (CTIP): The COR will verify and monitor that the Contractor has policies and procedures in place to prohibit any activities on the part of contractor employees that support or promote trafficking in persons as part of ongoing surveillance of performance of contract services. The Contractor or the

COR shall immediately bring to the attention of the Contracting Officer any non-compliance with contract clause

FAR 52.222-50, Combating Trafficking in Persons. Additional information on DoD’s efforts to combat trafficking in persons can be found at the following website: http://www.dodig.mil/Inspections/IPO/combatinghuman.htm and the DFARS Procedures, Guidance, and Information 222.17.

http://www.dodig.mil/Inspections/IPO/combatinghuman.htm

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION / COR SIGNATURE

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

RESPONSE ACTION TAKEN BY CONTRACTOR

CONTRACTOR RECEIVED / VALIDATED BY SIGNATURE

Customer Complaint Record Template, Feb 05 (SAF/AQCP) COMPLAINANT – 1

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. CONTRACTING OFFICER REPRESENTATIVE (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

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

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

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

MULTI-FUNCTIONAL TEAM

SIGNATURE PAGE

Contracting Officer

Contract Administrator

Quality Assurance Program Coordinator (QAPC)

COR Supervisor

Contracting Officer Representative