Attachment_2_-_QASP-SNOW_REMOVAL_SERVICES.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR

SNOW REMOVAL

SERVICES

27 May 2015

FAIRCHILD AFB WA

Attachment 2

1. OVERVIEW. This QASP details how the Snow Removal Services contract will be managed from award throughout its lifecycle. This plan will focus on the level of performance required by the Performance-based Work Statement (PWS), and not the methodology or process used by the contractor.

2. OBJECTIVE. The objective of this contract is to provide Fairchild Air Force Base (FAFB), WA with Snow Removal Services for selected sidewalks and parking lots. The contractor shall perform all required services in accordance with best commercial practices, through innovation, technology, manufacturer’s recommendation or any other means necessary to provide the government with its desired outcome.

3. GOALS. By virtue of this QASP, a multi-functional team (MFT) will be formed to manage the contract and strive to achieve efficiencies, improved customer service, contractor performance, and cost savings as permitted. Additional goals are as follows:

Maximize performance Encourage innovation Promote performance-based services Increase awareness that performance-based services require participation from all team members

4. MFT MEMBERS AND RESPONSIBILITIES. The following is a list of recommended MFT members (In accordance with MP5346.103 and MP5301.602-2 (d)):

Contracting Officer Contract Specialist/Administrator Quality Assurance Program Coordinator (QAPC) Contracting Officer’s Representative (COR) Contracting Officer’s Representative (COR) (Supervisor) Management Contractor

5. PERFORMANCE ASSESSMENT. This section identifies the processes that measure success towards achieving identified performance objectives within the performance thresholds in the Services Summary and achieving the objectives/goals developed in the PWS and this

QASP.

5.1. Surveillance Approach. The intent of this plan is to primarily rely on the contractor’s internal quality control processes, changing the government’s role from “oversight” to “insight”.

The contractor’s original surveillance approach may not stay the same throughout the duration of the contract; therefore, the government should be prepared to periodically update the surveillance approach when necessary. The goal of our surveillance approach is to gain confidence in the contractor’s way of doing business and then adjust the level of insight to a point that maintains that confidence.

5.1.1. Quality Assurance. Quality assurance shall be based on the government’s evaluation of results, not the frequency or method of performance. All key performance objectives must meet the prescribed standards and thresholds identified in the Services Summary to be regarded as acceptable.

5.1.2. Quality Control. The contractor shall utilize its own internal quality control processes to ensure services are performed in accordance with commonly accepted commercial practices and the PWS. Should there be instances of recurring unsatisfactory performance, the contractor’s quality control plan and supporting documentation shall be made available to the government upon request. The COR will verify the key performance objectives and subsequent thresholds in addition to other contract requirements to ensure they are being performed in accordance with the applicable standards.

5.2. Performance Objectives. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirements is authorized.

SERVICES SUMMARY

Performance Objective PWS Para Performance Threshold Method of

Surveillance

Snow is removed from all identified parking lots and sidewalks in accordance with commercial standards and the requirements of this PWS.

Para 1.1 and Appendix A and B

16-22 parking lots: (Full Push):

No more than 3 valid customer complaints per call 7-15 parking lots: No more than 2 valid customer complaints per call 1-6 lots parking lots: No more than 1 valid customer complaint per call.

Sidewalks: No more than 1 valid customer complaints per call

Periodic Surveillance/Customer Complaint

5.2.1. Manpower Reporting. In accordance with the CONTRACTOR MANPOWER REPORTING criteria requirements at http://www.ecmra.mil and the PWS, CORs shall follow the directions in the user manual for ensuring contractor compliance.

5.2.2. Periodic Inspection. Utilizing periodic inspection of selected areas of work, the COR will ensure that all aspects of contract performance have been validated in order to ensure contract requirements are being met. In addition to areas identified in the Services Summary/PWS, the COR will monitor any areas of interest such as Human Trafficking, Environmental, and other contract requirements. Those areas found to be unsatisfactory shall be documented through the Customer Feedback Program.

5.3. Customer Feedback Program.

5.3.1 Unsatisfactory Performance. In addition to the COR’s periodic assessment of subject services, any base personnel that observe unacceptable services, either incomplete or not performed, should immediately contact the COR. If found to be valid, the COR will in turn submit a customer feedback/complaint to the contractor with copies to all applicable parties. The contractor shall review and take immediate corrective action.

5.3.2. Customer Complaints. All valid customer complaints shall be re-performed if applicable, as soon as possible after notification, but prior to the next service period. Re-performance however; does not eliminate the customer complaint and it still applies against the contractor’s performance threshold. If the contractor challenges the validity of the complaint and the COR and contractor cannot come to agreement, the customer complaint will be forwarded to the Contracting Officer (CO) for resolution. Customer complaints will be tracked and if the performance threshold is exceeded, action will be taken by the CO in accordance with the applicable Inspection/Acceptance clause.

5.3.3. Recurring Unsatisfactory Performance. If the COR identifies recurring instances of unsatisfactory performance, the COR may request to see the contractor’s internal quality control processes and the COR and MFT shall review it to ensure that the processes they are utilizing are sufficient.

5.3.4. Performance Objectives. Each performance objective includes a government determined performance threshold and the procedures used to ensure this standard is met are as follows:

5.3.5. Performance Surveillance. Contractor performance will be monitored to ensure services are accepted and received. Surveillance methods to be used are periodic review and customer complaint. The COR shall monitor contractor performance in the areas of monthly reports, observation of the contractor’s hardware/software installations, training, maintenance processes, documentation, and continuity manual update. Performance of services will be evaluated to determine whether or not it meets the performance requirements of the contract.

6. CONTRACT MANAGEMENT. The following areas identify where measurement information is documented and tracked, to encourage positive change in systems and processes.

Also, these areas help to ensure completion of agreed upon goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance between the contractor and the MFT.

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

6.2. COR Tracking (CORT) Tool . The CORT website is a DoD electronic depository listing COR, COR Management, and contracting officials’ information to include invoicing and payment information associated with each contract. It is located on the Wide Area Work Flow (WAWF) website at https://wawf.eb.mil/. The COR will initiate action to be assigned to a contract by self-nominating as a COR or in response to a request for COR Support Memorandum by completing required training and issuing a nomination memorandum to their supervisor for approval. The COR shall initiate a DD2875, System Authorization Access Request (SAAR) for both the CORT and WAWF systems. The actual COR nomination process includes attaching training certificates required per the “Type of Contract” designation made by the CO and any applicable refresher training as required.

Attachment 2 https://wawf.eb.mil/

6.3. Wide Area Work Flow. Upon receipt of an approved DD 2875, and completion of required training the COR will perform certification of services via the WAWF system. CORs are required to take the online courses and schedule with 92 CPTS/FMA for any additional training as required. Certificates of training shall be uploaded by the COR into the CORT Tool. The COR shall also maintain a declining balance worksheet to track funding on all service contracts.

In addition to ensuring the contract has sufficient funding, the COR shall coordinate with their local Resource Advisor (RA) to ensure any and all excess funding remaining at the end of each performance period is de-obligated.

6.4. COR Records Review. The Contracting Officer will review the COR’s surveillance files no less than annually to ensure performance assessment is being properly conducted and documented, and that the contractor performance is within acceptable levels. This review will be documented and acknowledged by the CO and COR Management.

6.4.1 COR Files. An inspection file must be developed and maintained by the primary COR IAW DFARS PGI 201.602-2(d)(vi) and MP5346.103. In addition to maintaining a hard copy for contract closeout procedures, the COR shall upload all required Contractor performance assessment and surveillance/inspection documentation as well as documents listed below in Sections 1, 3, 5, and 6 into the CORT tool. The surveillance file may also contain other information that the COR finds useful.

Section 1. QASP

Section 2. Contractor’s Quality Control Plan (QCP) (if required).

Section 3. Surveillance Documents – The type of information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that may be of value at some later date

Section 4. Contract/Modifications – The portions of the contract that apply to the functional area(s) of the surveillance folder, e.g., PWS chapters, directive documents, references, pertinent terms defined by the contract, equipment listings, etc.

Section 5. COR Support/Nomination/Designation and Termination Memorandums, Certificates of Training

Section 6. Records – A section used for filing all documentation associated with contract quality assurance, e.g., correspondence, CO inputs, customer complaints, WAWF validation of payment and declining balance sheet.

6.5. Performance Feedback. Documentation is required to record, evaluate, and report contractor’s performance. On a quarterly basis, the COR will complete a narrative summary of contractor performance and forward it to the contractor, COR Management, and CO that includes the following assessment elements. This information is a tool to provide the contractor and the government a snapshot view of their performance.

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

Performance Rating Criteria

Exceptional (Green)

Performance meets contractual requirements and exceeds many of the government’s benefits. 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 were highly effective.

Very Good (Green)

Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory (Green)

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 (Yellow)

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 (Red)

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 serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

6.6. Acquisition of Services Process.

6.6.1. Initial Contract Performance Review. All service acquisitions with a value in excess of $150,000 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

Performance Element Description

Quality of Service

Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule

Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, and delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business Relations

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the contractor met small/small disadvantaged and woman owned business participation goals.

Management of Key Personnel

Assess the contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key personnel.

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 review shall be documented, identifying any negative information concerning contract execution and any corrective actions necessary. The CO can waive the initial 30 day review if the contract is awarded to the incumbent. Documentation of the CO’s review will be submitted to the Services Designated Official (SDO) for review and approval.

6.6.2. Annual Execution Review. All services acquisitions with a value in excess of $150,000 will be reviewed annually by the CO and the SDO. The review shall be conducted and documented prior to issuing the notification of the government’s intent to exercise an option to ensure identification of any negative variations in 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.

6.7. Changes. Changes to this QASP shall be submitted in writing through the CO.

7. Attachment.

1. Contractor Performance Assessment Checklist

CONTRACTOR PERFORMANCE ASSESSMENT CHECKLIST

Name: _____________________________ Date: _______________________ Contracting Officer’s Representative (COR)

Period of Assessment: ________________________

Contractor: _____________________ Contract No: _______________________

In accordance with the requirements outlined in the Snow Removal Services Quality Assurance Surveillance Plan (QASP), the following areas of assessment are required to be completed.

1. Areas of Assessment.

Quality of Service. Assess the contractor’s conformance to contract requirements, specifications and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule. Assess the timeliness of the contractor against the completion of the contract, tasks, milestones, delivery schedule, and administrative requirements (e.g., efforts that contribute to or effect performance).

Business Relations. Assess the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history of reasonable and cooperative behavior, and customer satisfaction.

Management of Key Personnel. Assess the contractor’s performance in selecting, retaining, supporting, and replacing key personnel, when necessary.

2. Performance Ratings.

Exceptional (Green) – Performance meets contractual requirements and exceeds many to the government’s benefit. The contractual performance being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good (Green) - Performance meets contractual requirements and exceeds some to the government’s benefit. The contractual performance being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory (Green) - Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal (Yellow) – Performance does not meet some contractual requirements. The contractual performance assessed reflects a serious problem for which the contractor has not yet identified corrective actions.

Unsatisfactory (Red) – Performance does not meet most contractual requirements and recovery is not likely in a timely manner.

*Check all applicable blocks.

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Quality of Service

Schedule

Business Relations

Management of Key Personnel

3. Remarks.

Note. Upon receipt of completed form, scan and file in Contracting Officer’s Representative Tracking tool.