TA PP 27 Solicitation version.doc

Attachment 2

PERFORMANCE PLAN

DATED 27 March 2008

FOR

Aircraft Transient Alert, Fleet Management, and Corrosion Prevention Services

TABLE OF CONTENTS

Part 1

Section 1 – Purpose

Section 2 – Roles and Responsibilities of the Multi-Functional Team

Section 3 – Contractors Quality Control Plan

Section 4 – Contract Management

Part 2

Section 5 – Service Summary

Section 6 – Assessment Procedures

Section 7 – Unacceptable Performance

Section 8 – Certification / Acceptance of Service

Part 1

SECTION 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, not the Government. The Government’s objective in having the service provided is to ensure services at Grand Forks AFB are accomplished in accordance with the performance work statement. The results the multi-functional team is striving to achieve in managing the acquisition is to assure Transient Air Fleet Management and Corrosion Prevention services meet 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. Success for this contract is defined as providing Transient Air Fleet Management and Corrosion Prevention Services with minimal customer complaints and defects. All service must be in accordance with all Air Force and GFAFB directives.

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 assessment and customer complaint assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this performance plan, in concert 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 assessment, QAP 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.

SECTION 2.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

Key Management Principals:

Contracting Sq Commander

319 CONS/CC

Contracting Officer

319 CONS/LGCA

Contract Administrator/Buyer

319 CONS/LGCA

Functional Commander

319 MXG/CD

Quality Assurance Personnel

319 MXG/QA

Quality Assurance Program Coord.

319 CONS/LGCP

Personnel to be assigned in writing by 319 MSG/CC

2.1. 319 CONS Contracting Squadron

2.1.1. Provides comprehensive contract administration, management, and oversight.

2.1.2. Provides oversight for QAP training program.

2.1.3. Collects assessment inputs from QAP’s.

2.1.4. Provides annual status on contract performance.

2.2. Contracting Squadron Commander

2.2.1. Provides oversight of the multi-functional team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement.

2.2.2. Updates the Wing Commander, Group Commanders, and other Headquarters Directors, to include providing annual reports on the status of their service acquisitions.

2.3. Functional Director/Functional Commander (FD/FC)

2.3.1. Ensures requirements documents developed by the multi-functional team satisfy mission requirements, are performance-based, foster innovation, and define metrics. Prepares Performance Work Statement (PWS) and Performance Plans (PP) and obtains Contracting Officer coordination on the final product.

2.3.2. Nominates qualified individuals as QAP. Ensures all personnel within the functional area who may have contact with contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2.4. Contracting Officer/Contract Specialist

2.4.1. Ensures open communication is maintained between all parties, pre- and post-award.

2.4.2. Delegates authority for inspection and/or acceptance to QAP in accordance with the terms and conditions of the contract.

2.4.3. Informs the contractor of the names, duties, and limitations of authority for all QAP assigned to the contract.

2.4.4. Periodically assesses the QAPs performance, not less than quarterly, and advises the QAPC of any problems.

2.4.5. Manages contractor performance assessment data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

2.4.6. Issues contract modifications as necessary.

2.4.7. Takes appropriate action should unacceptable contract performance occur.

2.5. Quality Assurance Personnel

2.5.1. Develops technical requirements and independent cost/Government estimates for contract services.

2.5.2. Evaluates and documents the contractor’s performance in accordance with the procedures set forth in this performance plan.

2.5.3. Immediately notifies the Contracting Officer of any significant performance deficiencies.

2.5.4. Maintains assessment documentation throughout the life of the contract.

2.5.5. Certifies acceptance of services.

2.5.6. Promotes business decisions to meet customer requirements by researching the marketplace to remain current with the most efficient and effective performance assessment methods and techniques. Performs market research throughout the life of the requirement to ensure the team is knowledgeable of the commercial marketplace.

2.5.7. Fosters partnerships with industry to ensure exchanges of information with the service industry and other business experts.

2.5.8. Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the performance plan for implementing initiatives brought forward, and monitoring the success of implementation.

2.5.9. Recommends any changes necessary to the contract, PWS, performance plan, or other requirements to provide more effective operations or eliminate unnecessary costs.

2.6. Quality Assurance Program Coordinator

2.6.1. Coordinates all aspects of the quality assurance program

2.6.2. Participates in the Multi-Functional Team.

2.6.3. Reviews and coordinates all PWS and performance plans.

2.6.4. Provides training for the FD/FC and all QAP.

2.6.5. Reviews and coordinates on all changes to the PWS and performance plan.

2.7. Contractor

2.7.1. Complies fully with the terms and conditions of the contract.

2.7.2. Participates as a member of the multi-functional team in the post-award management phase.

2.7.3. Maintains and implements a Quality Control Plan (QCP) that compliments the performance plan.

2.7.4. Ensures that non-conforming contract services are identified, and corrected. QCP is revised to prevent recurrences.

2.7.5. Tenders to the Government for acceptance only those services that conform to contract requirements.

2.7.6. Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

PERFORMANCE PLAN SECTION 3.0.

CONTRACTOR’S QUALITY CONTROL PLAN

3.1 The contractor shall establish and maintain a Quality Control Plan (QCP) to ensure the requirements of the contract are provided as specified. The contractor shall provide a QCP describing the inspection system for the services required 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. The contractor’s quality control plan shall contain, as a minimum, the following items:

3.2 Three specific sections should be addressed to demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Service Summary (SS) items found in the Performance Work Statement (PWS). The three sections are:

3.2.1 Quality Management Approach: The overall approach for managing contract quality is described in this section of the Quality Control Plan (QCP). Discuss your overall quality philosophy and describe how your employees are integrated into the quality management process.

3.2.2 Quality Assurance: Quality assurance activities focus on the processes being used to manage and deliver the services or deliverables. Organizational charts, communication lines, decision making authorities, criteria to be employed when determining if and when to elevate a performance issue are among the areas that should be thoroughly described in the QCP.

3.2.3 Quality Control and Quality Standards: Quality control activities should be performed continually throughout a contract to verify that management, services rendered or deliverables are of high quality. The PWS contains SS items that establish performance thresholds or quality standards. The service provider’s performance will be evaluated against the SS criteria before the performance is accepted. The QCP should describe how the service provider will determine when services or deliverables specified in the SS are complete and correct. The service provider may also discuss and describe areas in the PWS felt to be of particular importance in the successful performance of this contract. As a minimum each SS item should be discussed. Topics to be covered in this section of the QCP include:

3.2.3.1 Identify each performance area and the level of importance to the overall contract;

3.2.3.2 Identify the specific quality tools or tracking method(s) to be utilized for each performance area;

3.2.3.3 Identify service provider metrics or report areas and frequencies;

3.2.3.4 Identify the methods to be used to identify a performance weakness and describe resolution approaches whether discovered by your quality control processes or identified by the Government.

3.3 A description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s).

3.4 A description of the methods to be used for identifying and preventing defects in the quality of service performed.

3.5 A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

3.6 Contractor Inspection Records. Records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

PERFORMANCE PLAN SECTION 4.0.

4 CONTRACT MANAGEMENT

4.1 The multi-functional team shall utilize the following approaches, methods, and tools to manage the contract upon award:

4.1.1 QAP shall conduct, document, track, and analyze contractor performance via regularly scheduled assessments. The assessment results shall be maintained as Past Performance Information and utilized to prepare and support annual Performance Assessment Report System (CPARS) reporting. Assessment results, along with the contractor’s submittals, and Medical Expense/Personnel Reporting System (MEPRS), will be used to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

4.1.1.1 QAP FILE. A contract file must be established and maintained by the QAP assigned to the contract. The file is typically contained in hard-copy, but may be maintained in a computer data base provided there is adequate back up of the data to preclude accidental loss. Any computer maintained documents must be readily available for inspection by the contracting office and possible audits. All contract documents must be maintained for the life of the contract and turned in to the contracting office upon contract expiration, including all computer maintained documents. The contract file must contain as a minimum, the following documents and be set up utilizing an index:

4.1.1.1.1 Appointments. QAP assignment letters by the FC, the CO’s Letter of Delegation to the QAP, CO notification to the contactor of QAP assignment, Phase I & II training certificates.

4.1.1.1.2 Contract Documents. The Contract with all modifications (modifications to be posted to the contract), directive document references, maps, pertinent terms defined by the contract, equipment listings, Quality Assurance Surveillance Plan (QASP).

4.1.1.1.3 Surveillance Documentation. All surveillance inspections performed must be documented by the QAP and maintained in this section. Any customer complaint training and all customer complaints and resolution thereof will be maintained in this section. Other information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that support the inspection paperwork.

4.1.1.1.4 Meeting Minutes: Copies of all MFT (minimum annual) and Periodic Progress Meeting minutes (minimum annual).

4.1.1.1.5 Unacceptable Performance. Documentation. A section used for filing all documentation associated with contract quality assurance correspondence, the COs inputs/determinations, Cure notices, Show Cause with all supporting documentation.

4.1.1.1.6 Acceptance and Funding Issues. A copy of the Service Contractor Monthly Satisfaction Survey will be maintained in this section. This is also the location to maintain AF9s, delivery orders, funding issues etc.

4.1.1.1.7 Reports/Submittals. Contractor reports/submittals as directed by the PWS.

4.1.1.1.8 Correspondence. Any other documentation that does not fall into sections listed above.

4.1.1.1.9 Lessons Learned. Document here any areas that you determine need to be changed/amended in future contracts. (i.e accountability issues, better description of work hours, cost and performance constraints.)

4.2 The contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the performance work statement. QAP shall monitor contractor’s performance against the contractor’s quality control plan.

4.3 Periodic Progress Meetings (PPM): The multi-functional team shall conduct periodic progress meetings, not less than Annually, to review the contractor’s performance. At these meetings the Contracting Officer will apprise the contractor of how the Government views the contractor’s performance and the contractor will apprise 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.

4.4 Contract Administrator Responsibilities: These responsibilities will be outlined in a separate Contract Administrator Plan. This CA Plan will be created at the same time as the award and will be filed in the contract. This plan will outline the inspections schedule of the QAP and frequency of the MFT and PPM’s.

1. PART 2

SECTION 5.0.

SERVICE SUMMARY (SS) AND METHOD OF ASSESSMENT

PO 1 Operate an effective Aircraft Services Management system to ensure all tasks and programs are successful.

Semi-annual. QAP will inspect contractor management processes semi-annually and document discrepancies on a Memorandum for record.

Valid Customer Complaints and Period Surveillance. QAP will periodically observe the timeliness, cleanliness and safety of transient operations and document discrepancies on locally developed checklists. QAP will receive customer complaints from aircrews, validate the complaint and give them to the contractor’s quality control inspector for correction.

1.3

1.5 Responsive and cooperative in safely responding to and performing emergency procedures with no recurring defects during the contract year.

Valid Customer Complaints. QAP will receive customer complaints from base personnel, validate the complaint and give them to the contractor’s quality control inspector for correction.

SECTION 6.0.

6. ASSESSMENT PROCEDURES

6.1. Assessment Schedule. N/A

6.2. Assessment of SS Items.

6.2.1. It is essential that the QAP conduct assessments regularly for an effective quality assurance program. Mission requirements will dictate when the QAP may make assessments of contractor performance. QAP shall document assessment as it is conducted.

6.2.2. The QAP shall conduct assessment 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.

6.2.3. Assessment Documentation shall include as a minimum, the date, time, and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of QAP conducting the assessment. When QAP determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the QAP’s assessment documentation.

6.3. Assessment of non-SS Items. The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, QAP have the right to conduct assessment for SS items and non-SS items as well. When the QAP identifies unacceptable performance on non-SS items, the QAP shall follow the procedures in section 5.0 of this performance plan, entitled Unacceptable Performance.

6.4. Performing Surveillance. The QAP will assure compliance with the PWS as summarized in the SS (Section 5). The QAP may perform surveillance or obtain customer feedback information to determine requirements are met. The QAP may increase or decrease surveillance as necessary to determine the government is being adequately served by the contractor. The contractor will be notified as soon as practical by the QAP of service not meeting the requirements stated in the PWS and PP.

6.4.1 PO 1. Inspections conducted on sight at the transient contractor’s office and will include review of program documentation and physical inspection of items listed in the PP reference. The contractor will assist in locating files and answering questions in order for the QAP to ensure compliance with the PWS. Any or all discrepancies will be annotated on a memorandum. A copy of this memo will be given to the contractor and the original will be filed in the QAP book.

6.4.2 PO 2. Two methods of verifying service for Transient Aircraft Arrival, Processing, and Departure Services are periodic surveillance and customer feedback and are described in paragraphs a) and b) below.

6.4.2.1 Primarily assured by QAP using periodic surveillance during aircraft arrival, servicing, and departure. QAP will conduct surveillance of the services rendered by the contractor at the rate of one aircraft per week and one aircraft during the weekend in a one-month period. The QAP will observe contractor services rendered and document findings on checklists as listed in Attachment 1, Sheet 1, 2, and 3 of this QASP. If QAP determines services are below the standards set in the PP, the QAP will have a contractor employee initial the appropriate block on the checklist to show that notification was made. Initialing the block does not imply that the contractor necessarily agrees or disagrees with the findings.

6.4.2.2 Secondary performance determination may be made using customer feedback information periodically obtained by the QAP. This feedback may be in the form of brief questionnaires (See Attachment 3 of this QASP), personal contact, and/or interagency message traffic and verified by the QAP or contracting personnel. Transient customers include, but are not limited to, Transient Aircrew Members, Base Operations, Maintenance Aircraft Coordination Center (MACC), and the contracting office.

6.4.3 PO 3. Performance of Fleet Management Services for transient aircraft will be assured in conjunction with the periodic surveillance conducted and documented as stated in PO 2 paragraph a) and by customer feedback as stated in PO 2 paragraph b). Fleet Services for permanently assigned aircraft will be assured using the periodic surveillance procedures described in PO 2 paragraph a) and feedback from AMXS flight line production personnel through the use of Attachment 1, Sheet 4 and/or Attachment 3 of this QASP. No more than a total of 2 defects and/or valid customer complaints per month.

6.4.4 PO 4. Performance of Corrosion Prevention Services will be assured by a 100% follow-up Corrosion Control Inspection (CCI) conducted by the QAP and MXS Corrosion personnel. The follow-up/CCI will be conducted in accordance with Attachment 1, Sheet 5, Page 1 and Directives and results of the follow-up/CCI will be annotated on Attachment 1, Sheet 5, Page 2 of this QASP. The secondary method of surveillance is through customer feedback using Attachment 3 of this QASP. No major and no more than a total of 3 minor defects and/or valid customer complaints per wash.

6.4.5 PO 5. Emergency services will be provided by the contractor on a short notice basis and therefore cannot be scheduled for QAP surveillance. The QAP will observe when possible and give feedback to the contractor as soon as practical. No repeated discrepancies are allowed during the contract year.

6.4.6 PO 6. Contractor safety program and integrated safety practices will be assured in conjunction with POs 1, 2, 3, 4, and 5. The performance standard is no recurring safety discrepancies per contract year.

6.5 Surveillance Checklists. The checklists in (Attachment 1) will be used to document surveillance of government furnished services. The QAP will record the date inspection is due, the date complied with, aircraft arrival time, type, and tail number. The QAP will annotate each applicable category of service with an S for satisfactory or a U for unsatisfactory upon completion of contractor services. The QAP conducting the surveillance will sign the appropriate block once the inspection is complete. In the Remarks Block on the checklist, other types of information that may be included are details of inspections, conversations of meetings with the contractor, notes and comments that may be of value at some later date. If a U is annotated, a contractor employee will be notified as soon as practical. The contractor employee will initial the appropriate block pertaining to the unsatisfactory rating indicating the contractor has been notified. Any deficiencies noted shall be briefed to the contractor’s quality assurance representative and checklist annotated with date/time/individual briefed. The QAP may direct re-performance of unsatisfactory service where practical, allowing a reasonable amount of time for completion. The contractor should also implement improvement measures and/or provide employee training to prevent future defective service. If evidence is shown where the contractor quality control program has already documented the deficiency and timely, corrective action is resolving the problem, a deficiency will not be issued against the contractor. QAP directed re-performance however, will be reflected on the Service Contractor Monthly Satisfaction Survey (SCMSS), reference Para 6.b below.

6.6 Customer Complaints. QAP shall ensure complaint procedures and forms are made available to all customers. The requirement to inform the customers is the responsibility of the Contractor. Any personnel that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the QAP. QAP shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the QAP shall contact the complainant and explain why the complaint was invalid. QAP shall fully document the resolution for each complaint on the Customer Complaint Record. QAP shall complete and issue the contractor a Corrective Action Report (CAR) for all valid complaints. If the Contractor challenges the validity of any complaint, and the QAP and contractor cannot come to agreement, the complaint in question shall be forwarded to the Contracting Officer for resolution. Complaints will be tracked and if the performance threshold is exceeded, the QAP shall notify the Contracting Officer in writing. The Contracting Officer will notify the contractor and appropriate action can be taken.

6.7 Customer Complaint Training: Transient Aircraft Crews will be briefed by the contractor on satisfaction surveys procedures prior to servicing of the aircraft.

6.8 QAP Monthly Report. QAP shall submit a monthly summary assessment report to the CO and FC/FD no later than the first week (5 business days) of the month following the assessed month. The report shall identify the number of assessments scheduled and conducted, the number of unacceptable performances observed, the number of Corrective Action Reports issued, number of valid complaints, any significant contractor performance discrepancies, and a rating of the Contractor’s overall performance. The report shall be signed and dated by the QAP and FC/FD and a copy provided to the CO.

6.9 Service Contract Monthly Satisfaction Survey. (SCMSS) (Appendix 1). Monthly, the QAP is required to complete a SCMSS rating contractor performance for the past month. The QAP should look back at the monthly inspection results to rate the contractor. Elements included in the SCMSS are:

(1) Promptness of Service. Assess the timeliness of the contractor’s performance against contract requirements.

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

(3) Courtesy/Cooperation by Contractor Personnel. Are open lines of communication maintained? Are contractor personnel courteous in dealing with customers and government representatives? Are problems resolved at the lowest level when possible?

(4) Response to Defective Notices and Customer Complaints. Does contractor respond timely to customer complaints and provide satisfactory resolution? Are QAP directed reperformances accomplished within the allowed time frames?

(5) Overall Satisfaction with the Service Received. Provide your rating as to the contractor’ ability to meet overall contract performance for the month.

(6) Candid Comments. Provide comments to support lower ratings, comments to support exceptional ratings, etc.

Performance Ratings. The ratings used for the SCMSS are described by one of the following five adjectives: 5 = Exceptional, 4= Very Good, 3= Satisfactory, 2= Marginal and 1=Unsatisfactory. These terms are subjective and are not derived through use of any mathematical computations or formulas. The QAP will rate each one of the above assessment elements explained in paragraph b above, using one of the following ratings in their narrative summary. The criteria for each rating are reflected below:

RATING #

(5) Exceptional. Performance meets contractual requirements and *exceeds many to the governments benefit. 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.

(4) Very Good. Performance meets contractual requirements and *exceeds some to the governments benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

(3) Satisfactory. 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.

(2) Marginal. 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.

(1) Unsatisfactory. 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.

*Key Guidance to Ratings

SECTION 7.0.

UNACCEPTABLE PERFORMANCE

7.1 Unacceptable Performance

7.1.1 When the contractor’s performance is deemed unacceptable, QAP will determine the cause of the unacceptable performance. If any Government action, or lack of action, caused or contributed to the unacceptable performance, the unacceptable performance will not be counted against the contractor. The QAP will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The QAP will completely document the circumstance.

7.1.2 When the unacceptable performance is not the result of Government action, or lack of action, QAP shall promptly notify the contractor and issue a Corrective Action Report (CAR) to the contractor to assure corrective action is taken. By initialing and dating the CAR, the contractor is acknowledging that s/he has been informed of the unacceptable performance and is not agreeing with the performance assessment. QAP shall direct the contractor to re-perform the service, if possible, without additional cost to the Government. If the contractor challenges the validity of the QAP’s unacceptable assessment finding, and the QAP and contractor cannot come to an agreement, the matter shall be referred to the Contracting Officer for resolution. The contractor shall be required to return all completed CARs to the QAP no later than the suspense date indicated on the CAR.

7.1.3 Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

7.1.4 The QAP shall maintain a CAR log of all CARs issued to the Contractor (a locally devised form may be used). The CAR log shall contain the CAR number, date issued, contractor, description of unacceptable performance, suspense date, and closeout date. All CARs and CAR logs shall be maintained by the QAP for the life of the contract.

7.2 Contracting Officer Notification.

7.2.1 Major Finding. If at any time QAP identify a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP shall document their findings and notify the Contracting Officer immediately in writing. Email is acceptable.

7.2.1.1 Contractor failure to meet a Performance Threshold.

7.2.1.2 Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

7.2.1.3 Failure to provide corrective action to deficiencies identified by the contractor within a prescribed suspense period.

7.2.1.4 Any failure to adhere to security regulations that results in a security incident.

7.2.2 Minor Finding. A departure from established standards having little bearing on the service provided. When QAP identify a minor finding, the QAP shall document the findings, but is not required to notify the Contracting Officer. However, if the same minor finding is identified two months in a row, it may be an indication that a major finding is occurring or has occurred because the Contractor has not taken proper steps to prevent recurrence. In this case, the QAP shall notify the Contracting Officer in writing.

7.3 Remedies for Unacceptable Performance.

7.3.1 In accordance with the contract Inspection of Services clause, if any of the services do not conform with 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:

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

7.3.1.2 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.

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

7.3.2.1.1 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

7.3.2.1.2 Decrement invoice as stated in the PWS related to performance; or

7.3.2.1.3 Terminate the contract.

SECTION 8.0.

CERTIFICATION/ACCEPTANCE OF SERVICES

8.1 QAP will certify receipt of acceptable contractor services each month. The QAP will certify that acceptable services were received, in accordance with the terms and conditions of the contract. 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.

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

INDEX OF APPENDICES

Appendix 1 Inspection Checklists (5 ea)

Appendix 2 Service Contract Monthly Satisfaction Survey

Appendix 3 Customer Compliant Form

ATTACHMENT 1 / SHEET 1

FIRE EXTINGUISHER

PRE-POSITIONED

REQUIRED SUPPORT EQUIPMENT

PRE-POSITIONED

INSPECT PARKING AREA

FOR FOD

PROVIDED FOLLOW-ME SERVICE

AIRCRAFT MARSHALLING

WHEEL CHOCKS INSERTED

AIRCRAFT CHECKED FOR

HOT BRAKES

GEAR LOCK/PINS INSTALLED

EJECTION SEAT PINS CONFIRMED

CANOPY LOCKS CONFIRMED

AIRCRAFT GROUNDED

FIRE EXTINGUISHER IN POSITION

SUPPORT EQUIPMENT CONNECTED

AIRCRAFT COMMANDER DEBRIEFED

PLUGS AND COVERS INSTALLED

DRAG CHUTE RETRIEVED

CONTRACTOR INITIALS FOR NOTIFICATION OF PERFORMANCE:

INSPECTION: SAT / UNSAT (Circle One)

INSPECTORS NAME (PRINT): SIGNATURE:

ATTACHMENT 1 / SHEET 2

AFTO 781 CHECKED/ENTERED/CLEARED

REFUEL

DEFUEL

LOX/GOX

THRU-FLIGHT

BASIC POST FLIGHT

PRE-FLIGHT

INSPECT AIRFRAME/COMPONENTS

SUPPORT EQUIPMENT PROPERLY USED

ACFT CMDR SERVICE AND MAINTENANCE REQUIREMENTS

CHECK/CLEAN CANOPY/WINDSCREEN

SERVICE WATER

REPLACE DRAG CHUTE

TIE DOWN/SECURE (MOORING)

OTHER/EXPLAIN

TECH DATA USED

INSPECTION: SAT / UNSAT (Circle One)

INSPECTORS NAME (PRINT): SIGNATURE:

ATTACHMENT 1 / SHEET 3

CONNECT AND OPERATE

AGE

PLUGS AND COVERS

REMOVED

INSPECT PARKING AREA

AND INTAKES FOR FOD

REMOVE SNOW/DE-ICE AIRCRAFT

ACFT COMMANDER BRIEFING

ASSIST PREFLIGHT/ENGINE

START CHECKLIST

REMOVE SUPPORT EQUIPMENT

REMOVE/CONFIRM GEAR

LOCK PIN REMOVAL

FIRE EXTINGUISHER REMOVED

REMOVE CHOCKS

EJECTION SEAT PINS

CONFIRMED

CANOPY LOCKS CONFIRMED

AIRCRAFT MARSHALLING

PROVIDED FOLLOW-ME SERVICE

END OF RUNWAY CHECK PERFORMED

INSPECTION: SAT / UNSAT (Circle One)

INSPECTORS NAME (PRINT): SIGNATURE:

ATTACHMENT 1 / SHEET 4

TIME C/W:

ACFT TYPE:

TAIL NUMBER SERVICED:

LAVATORY SERVICED

ANY/ALL SPILLED WASTE

CLEANED-UP

SURROUNDING LATRINE AREA CLEANED WITH SPAY CLEANER

TRASH RECEPTACLES DUMPED

ALL LOOSE TRASH/FOD PICKED-UP (Plain sight/Inside & outside of aircraft)

ALL TRASH THROWN IN A DUMPSTER

LAVATORY CART DUMPED REGULARLY AND WELL MAINTAINED

LAVATORY DUMP STATION NEAT, CLEAN, AND WELL MAINTAINED

INSPECTION: SAT / UNSAT (Circle One)

INSPECTORS NAME (PRINT): SIGNATURE:

ATTACHMENT 1 / SHEET 5

AIRCRAFT CORROSION CONTROL SERVICES

SAMPLING GUIDE

KC-135 COMPLETE AIRCRAFT WASH

LOT SIZE: Number of days in a month

SAMPLE SIZE: 100% of total services

PERFORMANCE REQUIREMENT: Performance is acceptable if 2 or less sample items are defective during the month. Performance is unacceptable if more than 2 sample items are defective during the month.

EVALUATION PROCEDURES: KC/EC-135 Complete Aircraft Wash (Max Allowable time = 12 hours). Check the following areas for cleanliness, FOD, and Contaminates.

NOSE – Inspect for bugs, fingerprints, dirt, and oil mainly on well used areas such as lower nose, nose wheel well doors, and in the wheel well area.

LEFT/RIGHT SIDE – Inspect down the left side of the aircraft paying close attention to areas such as the external power receptacle door, all the white painted area of the nose wheel, and the under belly of the aircraft. Continuing down the side of the aircraft, check the keel beam bay doors (where they store the tail stand for flight) for fingerprints. Check in between the wheel well doors for general dirt that tends to gather around screws.

WINGS – Walk down the wings looking for dirt that as accumulated around screws, insure the flap tracks have been washed, check underside of flaps for bugs, ensure foot prints are gone from the top side. (Don’t worry about hydraulic fluid running out of drain holes, as every time you rinse water, it enters these holes and returns mixed with hydraulic fluid.)

WHEEL WELLS – Ensure all hydraulic fluid has been removed from wheel well area. DO NOT scrub off yellow film, as it is a corrosive preventative compound.

ENGINES – With cowling open, ensure all fluids have been removed. Ensure all water has been dried off the tops of the IDG’s before closing cowling. With cowling closed, ensure all dirt, fingerprints, and oils have been removed from the exterior of the cowling.

TAIL – Consists of the area from just aft of the wheel well doors to the top of the tail. The dirtiest is just aft of the wheel well doors as there are two drain holes on either side of the fuselage which tend to collect large amounts of dirt.

LANDING GEAR – (NOSE) Inspect for bugs on the front of the gear and splattered grease on the follow-up door.

LANDING GEAR – (MAIN) By far the dirtiest part of the aircraft. Inspect the brakes, snubbers, centering cylinders and cylinder for and aft connection points. Those items tend to be covered with a lot of thick, black dirt, which comes off easily, but is still a pain because there is so much. Run your hand on the bottom of the gear ensuring all dirt has been removed.

ATTACHMENT 2

To: 319th CONS/LGC__

SUBJECT: Monthly/Customer Satisfaction Survey

Month/Year: _______________ Service: _____________________________

Contractor: _____________________ Contract #: ____________________

Number of valid customer complaints received: _________

Number of QAP directed re-performance items: _________

1. Promptness of service

2. Quality of service

3. Courtesy/cooperation by contractor personnel

4. Response to directive notices and customer complaints

5. Overall satisfaction with the service received

Your additional comments:

Customer

Quality Assurance Personnel

Functional Area Chief

Contracting Officer

Appendix 3

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

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

COMPLAINANT - 1

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

QAE - 2

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

CONTRACTOR - 3

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

CONTRACT ADMINISTRATOR - 4

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