Attachment 5 - MFH Performance Plan.doc

PERFORMANCE PLAN DATED 27 Sept 10

FOR

Housing Management, Maintenance and Furnishings Management at Grand Forks AFB

Coordination and Review:

Functional Director/Commander

Date

Contracting Officer

Quality Assurance Program Coordinator

Quality Assurance Evaluator/Personnel

Contract Administrator

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 - (This part will be included in the contract, PWS Section 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 custodial services at Grand Forks AFB are accomplished in a manner to maintain satisfactory facility condition and present a clean, neat and professional appearance. The results the multi-functional team is striving to achieve in managing the acquisition is to assure Custodial 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: Minimal customer complaints and provide a clean neat working environment within Grand Forks AFB facility.

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 CES/CEAC

Quality Assurance Personnel

319 CES/CEAC

Quality Assurance Program Coord.

319 CON/LGCP

Any other stakeholder as required

Personnel to be assigned in writing by 319 MSG/CC

2.1. 319 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 QAPs.

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 PWS and performance plans 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 RESERVED

PERFORMANCE PLAN SECTION 4.0.

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 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:

a. 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.

b. 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).

c. 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.

d. Meeting Minutes: Copies of all MFT and Periodic Progress Meeting minutes

e. 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.

f. 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.

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

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

i. Lessons Learned/Continues Improvement Opportunity. 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…….See Appendix CIO 4.1.2 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 may monitor contractor’s performance against the contractor’s quality control plan.

4.2 Periodic Progress Meetings (PPM): The multi-functional team shall conduct periodic progress meetings, not less than Semi 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.

4.3 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.

PART 2

SECTION 5.0.

SERVICE SUMMARY (SS) AND METHOD OF ASSESSMENT

As required

As required

5.1 Service Summary. The contractor shall achieve quality performance and customer satisfaction with no assistance from the government through implementation of their quality control plan. The contractor shall make all quality assurance documents available at the beginning of the next duty day after the government’s request to view the records.

5.2 Government Quality Assurance. Base personnel (including the QAP) that observe unacceptable performance/services should immediately contact the QAP by telephone, email, fax, etc. The QAP will document and validate all customer complaints and contact the contract manager. The length of time allowed to correct the discrepancies will be determined by joint agreement between the contract manager and the QAP. The QAP may perform periodic inspections of any services under this contract at a frequency determined by the QAP. In some cases 100% inspection may be performed depending on the critical nature of the task. Inspections may be increased or decreased based on contractor performance.

5.3 SURVEILLANCE: Government quality assurance personnel will conduct monthly or quarterly evaluations of all of the above SDS items. Government quality assurance personnel may also receive complaints from base personnel and other Government representative(s) and pass them to the contractor’s quality control inspector (QCI) for correction. Customer complaints may be submitted by any form of communication, including surveys, fax and e-mail.

5.3.1 Surveillance Checklists. This checklist can be any locally developed form, which is used by the QAP to record the periodic inspections and findings to provide a complete picture of the contractor’s performance. The checklist should include as a minimum the performance objective inspected, date, time, location of inspection, finding and name of QAP conducting inspection. 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. 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. 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.

SECTION 6.0

ASSESSMENT PROCEDURES

6.1 Assessment Schedule. If accomplished by Customer complaint assess. Schedule is N/A

6.1.1 Reserved

6.3 Customer Complaints. QAP shall ensure complaint procedures are made available to all customers. QAP will provide customer complaint procedures to the building managers. 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 customer complaint form 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.

6.3.1 Customer Complaint Training: QAP will provide customer complaint procedures to the building managers.

6.4 Service Contract Monthly Satisfaction Survey. (SCMSS) (Appendix 1).

QAP shall submit a monthly satisfaction survey (Sat survey) to the CO and FC/FD no later than the first week (3 business days) of the month following the assessed month. The report shall identify the number of assessments conducted, the number of unacceptable performances observed, the number of Customer Complaints issued, 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. 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 re-performances 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 to take corrective action. QAP shall direct the contractor to re-perform the service, if possible, without additional cost to the Government. If re-performance is satisfactory no complaint will be issued. 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.

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 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:

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, Service Contract Monthly Satisfaction Survey Appendix 2, Customer Compliant Record Attachment 1

TO: 319 CONS / LGCV

SUBJECT: SERVICE CONTRACT MONTHLY SATISFACTION SURVEY

MONTH/YEAR

SERVICE HOUSING MANAGEMENT/FURNISHING MANAGEMENT/MAINTENANCE

CONTRACTOR CONTRACT NUMBER.

NUMBER OF VALID CUSTOMER COMPLAINTS RECEIVED

NUMBER OF QAE DIRECTED REPERFORMANCE ITEMS

NUMBER OF CONTRACT DISCREPANCY REPORTS (CDRS) ISSUED

EXTERNAL (HOUSING/FMO CUSTOMERS)

INTERNAL (HOUSING DOCUMENTATION & INTERNAL SUPPORT)

MAINTENANCE

YOUR CANDID COMMENTS:

QUALITY ASSURANCE EVALUATOR

FUNCTIONAL AREA CHIEF

CONTRACTING OFFICER

Attachment 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

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

COMPLAINANT – 1

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11/24/2010