QASP_Laundry_Dry_Cleaning_4-27-16.docx

QASP for Basewide Laundry & Dry Cleaning Services Contract No. FA4625-16-R-0010

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

BASEWIDE LAUNDRY & DRY CLEANING SERVICES

WHITEMAN AFB MO

( 27 April 2016 )

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) has been developed and adheres to Performance-Based Services Acquisition (PBSA) guidelines. This QASP will also be used to implement the Performance Management Assessment Program by interfacing with the Management and Oversight of Acquisition of Services Process (MOASP). This QASP will be used by the Multi-Functional Team (MFT) and the Contracting Officer’s Representative (COR) to ensure contractor compliance and progress at meeting mission objectives on the basewide laundry and dry cleaning service act.

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 COR an effective systematic surveillance method for each item listed in the Performance Work Statement (PWS), specifically on the Service Summary (SS). The premise of commercial contracting is for the contractor to assume responsibility for the work they produce. The government will also rely on the contractor's submitted Quality Control Plan for ensuring contractual requirements are met.

3. RESULTS

The results in managing this acquisition through this QASP, is to provide Team Whiteman with laundry/dry-cleaning services that are acceptable and timely while protecting government resources.

4. 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 Acquisition of Services Process and the contractor. Their roles and responsibilities are described as follows:

4.1. 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 monthly 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 QASP and PWS throughout the life of the acquisition.

4.2. The Contracting Officer (CO):

Has overall responsibility for overseeing the contractor’s performance. The CO will also be responsible for the day-to-day monitoring of the contractor’s performance in the areas of contract compliance, contract administration, cost control, and property control; reviewing the COR assessment of the contractor’s performance; and resolving all differences between the COR’s version and the contractor’s version of events. 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 as required.

4.3. The 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. COR Management will also be responsible to assign competent and capable functional experts to the Multi-Functional Team who will be available full time or as warranted by the procurement cycle. 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. COR Management is also responsible for identifying mission essential services and developing the necessary documents IAW DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis.

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

Serves as the Business Advisor to senior leadership; developing and implementing acquisition strategies for services acquisitions; providing oversight of the Multi-Functional Team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement IAW the FAR, DFARS and AAFARS. Also provide management and oversight of the Acquisition of Services Process reports on service acquisitions to the MAJCOM for consolidation. The CSC will provide a health of services acquisitions to senior leadership on an annual basis.

4.5. The Quality Assurance Program Coordinator (QAPC):

Develops, manages and implements the Whiteman 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 SS and QASP and provides training to all COR Management, CORs and others that interact with this contract as needed.

4.6. The Contract Administrator (CA):

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

4.6.1. Will perform COR assessment on a random basis as determined by the CO. The CA will verify that the COR is accomplishing their surveillance according to this QASP. 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 COR Management and provide any assistance 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.

4.7. 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).

5. COR APPOINTMENT AND TRAINING

5.1. A primary and alternate COR will be appointed for this contract. COR Management is the designating authority.

5.2. Each COR will be available to receive initial COR training & contract specific training provided by the contracting office before they can perform contractor surveillance.

5.3. Each COR will be available to receive refresher training provided by the QAPC as required. The QAPC will contact the COR for refresher training dates.

6. GENERAL

Government surveillance will be conducted by inspections that mirror the market research findings. 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".

The Service Summary is found below:

7. METHODS OF INSPECTION APPLICABLE TO THIS CONTRACT

The government COR will submit a schedule to the CO/CA the month prior to the month being inspected. Schedule will show time, date, location, and item(s) that will be inspected. Any changes to the schedule will be submitted to the CO/CA when the change occurs.

7. 1. RANDOM INSPECTION

The base laundry/dry-cleaning services are inspected using monthly random surveillance inspections. The results of the surveillance inspections may be used as the basis for actions other than payment deductions toward the contractor. In such cases the inspection of services clause becomes the basis for the contracting officer’s actions. The schedules are submitted to the contract administrator for review prior to the month being inspected. These schedules are used to complete monthly surveillance inspections to observe and annotate any and all services provided by the base laundry/dry-cleaning service.

7. 2. CUSTOMER COMPLAINT

The COR is the point of contact and must collect all customer complaints. Any locally devised form may be used for customer complaints. All complaints and any resulting resolution of such complaints must be documented with the information required on the customer complaint form. Customer complaint forms become a permanent part of the COR surveillance records. The COR will contact each customer involved with this contract, periodically to assure there is an understanding of the contract requirement by all appropriate personnel and that they have a sufficient number of complaint forms.

FA4625-16-R-0010, Attachment 3

Performance Objectives High Risk and Critical Operational Requirements

Description of Services (I.1. through IV.2.)

1. Performance Objective: The contractor shall pick up soiled laundry and dry cleaning and deliver clean laundry and dry cleaning on the next pickup/ delivery day following the day they were picked up. (PWS I.2.a)

Performance Threshold: 90% of the time.

Method of Surveillance: COR will verify randomly, during one complete pick-up and delivery service period, 100% of the soiled laundry and dry cleaning picked up and 100% of the clean laundry and dry cleaning delivered. The COR will vary inspection periods from month to month.

Surveillance frequency may change from weekly to 100% based on the outcome of inspections (i.e., percentage of defectives noted) as outlined in the Sampling Guides.

2. Performance Objective: The contractor shall comply with generally accepted industry standards for workmanship, sanitation requirements, cleanliness, finish and appearance. All work performed shall be done under sanitary conditions. (PWS I.2.g)

Performance Threshold: 90% of the time.

Method of Surveillance: COR will verify randomly during one complete pickup and delivery service period, 100% of the clean laundry and dry cleaning delivered. The COR will vary inspection periods from month to month. Surveillance frequency may change from weekly to 100% based on the outcome of inspections (i.e., percentage of defectives noted) as outlined in the Sampling Guides.

3. Performance Objective: The contractor shall bundle and/or wrap the laundry and dry cleaning as specified in the PWS. (PWS I.2.a (3), I.2.b, I.2.c., and Appendix 3)

Performance Threshold: 90% of the time.

Method of Surveillance: COR will verify randomly, during on complete pick-up and delivery service period, 100% of the clean laundry and dry cleaning delivered. The COR will vary inspection periods from month to month. Surveillance frequency may change from weekly to 100% based on the outcome of inspections (i.e., percentage of defectives noted) as outlined in the Sampling Guides.

LINEN EXCHANGE SAMPLING GUIDE

Performance Objective-1 Pick up Soiled Laundry and Dry Cleaning and Deliver Clean Laundry and Dry Cleaning

1. Method of Surveillance: Random (Monthly) Surveillance or 100% Inspection.

2. Frequency/Sample Size:

Random Surveillance-Five complete pickup and delivery service period per month; 100% of the clean laundry and dry cleaning delivered.

100% Inspection-100% of all scheduled pick-up and delivery service periods; 100% of the soiled laundry and dry cleaning picked up and 100% of the clean laundry and dry cleaning delivered.

3. Performance Threshold: Performance is acceptable when 90% or more of the soiled laundry and dry cleaning picked up matches the clean laundry and dry cleaning delivered during the month. Performance is unacceptable when over 10% of the soiled laundry and dry cleaning picked up does not match the clean laundry and dry cleaning delivered during the month.

4. Inspection Procedures: In surveillance of the contractor’s service, the government will employ a variety of inspection methods based on the quality of the contractor’s service and outcome of inspections. Periodic Surveillance will be performed during the first month of performance and continue for each inspection period (month) until 5% or more defectives are validated. Upon completion of an inspection period for which 5% or more defectives are validated, the method of inspection will change to 100% inspection. When using 100% inspection, upon completion of an inspection period when 5% or less defectives were validated for the period, then the method of inspection will revert to Periodic (weekly) Surveillance.

a. Periodic Surveillance: COR personnel will verify weekly, during one complete pickup and delivery service period, 100% of the soiled laundry and dry cleaning picked up and 100% of the clean laundry and dry cleaning delivered. The COR will vary surveillance periods from week to week. The COR will use a locally-developed form to document the monthly schedule. Using the performance objectives form the PWS I.2.a and a locally-developed surveillance activity checklist, the COR will evaluate the contractor’s performance. The COR will notify the contractor of any defects. If properly and timely corrected, the defects shall not count towards payment analysis purposes. However, the COR shall maintain all documentation for file maintenance.

b. 100% Inspection: COR personnel will verify 100% of all scheduled pickup and delivery service periods, 100% of the clean laundry and dry cleaning delivered. The COR will use a locally-developed form to document the monthly schedule. Using the performance objectives from the PWS I.2.a and a locally-developed surveillance activity checklist, the COR will evaluate the contractor’s performance. The COR will notify the contractor of any defects. If properly and timely corrected, the defects shall not count towards payment analysis purposes. However, the COR shall maintain all documentation for file maintenance.

c. Re-Performance: Any article found to not meet the requirements of the PWS shall be re-cleaned at no additional cost to the Government. In situations where re-performance is not practical, the Government reserves the right to adjust the invoice as appropriate.

5. Evaluation Procedures: COR personnel will perform inspections in accordance with the schedule. Any scheduled inspection which is not accomplished will be considered acceptable and cannot be counted as a defect. The evaluation standard is referenced in PWS I.2.a.

Performance Objective-2 Comply with Workmanship and Sanitation Requirements and Accepted Industry Standards of Quality of Cleanliness, Finish, and Appearance

1. Method of Surveillance: Random (Monthly) Surveillance or 100% Inspection.

2. Frequency/Sample Size:

Random Surveillance-Five complete pickup and delivery service period per month; 100% of the clean laundry and dry cleaning delivered.

100% Inspection-100% of all scheduled pick-up and delivery service periods; 100% of the clean laundry and dry cleaning delivered.

3. Performance Threshold: Performance is acceptable when 90% or more of the clean laundry and dry cleaning delivered complies with the requirements and standards in paragraph I.2.g during the month. Performance is unacceptable when over 10% of the clean laundry and dry cleaning delivered does not comply with requirements and standards during the month.

4. Inspection Procedures: In surveillance of the contractor’s service, the government will employ a variety of inspection methods based on the quality of the contractor’s service and outcome of inspections. Periodic Surveillance will be performed during the first month of performance and continue for each inspection period (month) until 5% or more defectives are validated. Upon completion of an inspection period for which 5% or more defectives are validated, the method of inspection will change to 100% inspection. When using 100% inspection, upon completion of an inspection period when 5% or less defectives were validated for the period, then the method of inspection will revert to Periodic (weekly) Surveillance.

a. Periodic Surveillance: COR personnel will verify weekly, during one complete pickup and delivery service period, 100% of the clean laundry and dry cleaning delivered. The COR will vary surveillance periods from week to week. The COR will use a locally-developed form to document the monthly schedule. Using the performance objectives form the PWS I.2.g and a locally-developed surveillance activity checklist, the COR will evaluate the contractor’s performance. The COR will notify the contractor of any defects. If properly and timely corrected, the defects shall not count towards payment analysis purposes. However, the COR shall maintain all documentation for file maintenance.

b. 100% Inspection: COR personnel will verify 100% of all scheduled pickup and delivery service periods, 100% of the clean laundry and dry cleaning delivered. The COR will use a locally-developed form to document the monthly schedule. Using the performance objectives from the PWS I.2.g and a locally-developed surveillance activity checklist, the COR will evaluate the contractor’s performance. The COR will notify the contractor of any defects. If properly and timely corrected, the defects shall not count towards payment analysis purposes. However, the COR shall maintain all documentation for file maintenance.

c. Re-Performance: Any article found to not meet the requirements of the PWS shall be re-cleaned at no additional cost to the Government. In situations where re-performance is not practical, the Government reserves the right to adjust the invoice as appropriate.

5. Evaluation Procedures: COR personnel will perform inspections in accordance with the schedule. Any scheduled inspection which is not accomplished will be considered acceptable and cannot be counted as a defect. The evaluation standard is referenced in PWS I.2.g.

Performance Objective-3 Bundle/Wrap the Laundry and Dry Cleaning as Specified in PWS

1. Method of Surveillance: Random (Monthly) Surveillance or 100% Inspection.

2. Frequency/Sample Size:

Random Surveillance-Five complete pickup and delivery service period per month; 100% of the clean laundry and dry cleaning delivered.

100% Inspection-100% of all scheduled pick-up and delivery service periods; 100% of the clean laundry and dry cleaning delivered.

3. Performance Threshold: Performance is acceptable when 90% or more of the clean laundry and dry cleaning delivered complies with the requirements and standards in paragraph I.2.a (3), I.2.b., I.2.c and Appendix 3 during the month. Performance is unacceptable when over 10% of the clean laundry and dry cleaning delivered does not comply with requirements and standards during the month.

4. Inspection Procedures: In surveillance of the contractor’s service, the government will employ a variety of inspection methods based on the quality of the contractor’s service and outcome of inspections. Periodic Surveillance will be performed during the first month of performance and continue for each inspection period (month) until 5% or more defectives are validated. Upon completion of an inspection period for which 5% or more defectives are validated, the method of inspection will change to 100% inspection. When using 100% inspection, upon completion of an inspection period when 5% or less defectives were validated for the period, then the method of inspection will revert to Periodic (weekly) Surveillance.

a. Periodic Surveillance: COR personnel will verify weekly, during one complete pickup and delivery service period, 100% of the clean laundry and dry cleaning delivered. The COR will vary surveillance periods from week to week. The COR will use a locally-developed form to document the monthly schedule. Using the performance objectives form the PWS I.2.a (3), I.2.b., I.2.c., Appendix 3, and a locally-developed surveillance activity checklist, the COR will evaluate the contractor’s performance. The COR will notify the contractor of any defects. If properly and timely corrected, the defects shall not count towards payment analysis purposes. However, the COR shall maintain all documentation for file maintenance.

b. 100% Inspection: COR personnel will verify 100% of all scheduled pickup and delivery service periods, 100% of the clean laundry and dry cleaning delivered. The COR will use a locally-developed form to document the monthly schedule. Using the performance objectives from the PWS I.2.a (3), I.2.b., I.2.c., Appendix 3, and a locally-developed surveillance activity checklist, the COR will evaluate the contractor’s performance. The COR will notify the contractor of any defects. If properly and timely corrected, the defects shall not count towards payment analysis purposes. However, the COR shall maintain all documentation for file maintenance.

c. Re-Performance: Any article found to not meet the requirements of the PWS shall be re-cleaned at no additional cost to the Government. In situations where re-performance is not practical, the Government reserves the right to adjust the invoice as appropriate.

5. Evaluation Procedures: COR personnel will perform inspections in accordance with the schedule. Any scheduled inspection which is not accomplished will be considered acceptable and cannot be counted as a defect. The evaluation standard is referenced in PWS I.2.a. (3), I.2.b., I.2.c., and Appendix 3.

8. 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.

9. DISCREPANCY REPORTING

The COR will notify the contract manager/project manager of any discrepancies noted during the CORs 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.

10. NON-SERVICE 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.

11. CERTIFICATION OF SERVICES

Certification of services is performed by COR via 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 onsite contract manager/project manager to mutually rectify data. If service provider disagrees with COR, issue is forwarded to the CO for resolution.

12. PERFORMANCE METRICS (MOASP)

Performance metrics are to be used to track contractor progress quarterly towards meeting stated performance objectives. The effort in assessing contractor performance validates that the performance metrics align with the performance-based work statement and overall mission support objectives and states any negative variances as applicable. These metrics are consolidated and submitted annually to the Service Designated Official for review and are drawn upon for annual MOASP reporting.

12.1. KEY PERFORMANCE INDICATORS

All of the performance objectives identified on the SS will also be identified as key performance indicators (KPIs). These KPIs will be tracked and used toward MOASP reporting.

13. PARTNERING

Partnering/teaming is an attitude that defines a relationship of teamwork, cooperation, and good faith performance to meet mission objectives of the contract. The government and contractor should work together, communicate their expectations, agree on common goals and methods of performance, and identify problems early. This government-contractor relationship should prove effective in promoting achievement of mutually beneficial goals. It involves an agreement in principles to share the risks involved in completing a project and to establish and promote a nurturing partnership environment. Partnering is not a contractual agreement nor does it create any legally enforceable rights or duties; it seeks to create a new cooperative attitude in completing government contracts.

14. REVIEW & ACCEPTANCE

The following Multi-Functional Team member signatures indicate their review and acceptance of the Quality Assurance Surveillance Plan for Base Linen services. These signatures indicate coordination on this QASP at the time of development. These team members are not the only individuals on the Multi-Functional Team but are the individuals that will have continual interface with this contract. No further Multi-Functional Team coordination is needed unless the intent of the QASP is changed.