Atth 4 QASP.docx

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.

1.0 This Quality Assurance Surveillance Plan (QASP) has been developed to implement Performance-Based Service Acquisitions (PBSA). It is designed to meet the needs of the organization, assess contract success, assess and document contractor performance in accordance with the requirements set forth in the Performance Work Statement, (PWS). The QASP also provides the Contracting Officer Representative (COR) an effective and systematic surveillance method for each listed service. In addition, this QASP implements the Multi-Functional Team (MFT) concept. The goal of the MFT is to give all members/stakeholders the ability to maintain the highest quality representative service to our customers and propose/initiate improvements throughout the life of the contract. Under this concept, continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer. The signatures, on the attached charter signature page, indicate membership in the MFT. Changes of team members will require an amendment to the charter signature page.

1.1. This QASP 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 fire protection at Cavalier AFS 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 fire protection 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.

1.2. Success for this contract is defined as: Minimal customer complaints and provide a clean neat working environment within Cavalier AFS fire department facility.

1.3. This QASP describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. Contracting Officer Representative (COR) 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.

1.4. The role of Government quality assurance is to ensure contract standards are achieved. In conducting assessment, COR’s are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.5. This QASP is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

SECTION 2.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

Key Management Principals:

Any other stakeholder as required

Personnel to be assigned in writing by 10 SWS/CC

2.1. 319 Contracting Flight

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

2.1.2. Provides oversight for COR training program.

2.1.3. Collects assessment inputs from COR’s.

2.1.4. Provides annual status on contract performance.

2.2. Contracting 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 and obtains Contracting Officer coordination on the final product.

2.3.2. Nominates qualified individuals as COR’s. 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.

2.3.3. Reviews the contractor performance documentation prepared by COR on a regular basis to ensure performance is compatible with contract and mission objectives.

2.4. Contracting Officer/Contract Specialist

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

2.4.2. Delegate’s authority for inspection and/or acceptance to COR 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 COR’s assigned to the contract.

2.4.4. Periodically assesses the COR’s performance, not less than quarterly, and advises the Contracting Officer 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. Contracting Officer Representative

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

2.5.2. Participates in MFT meetings; performs/assist in accomplishing market research, evaluating technical proposal and preparing the PWS and QASP

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

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

2.5.5. Maintains assessment documentation throughout the life of the contract and recommends changes/improvements to the contract, PWS, QASP, or other requirements throughout the life of the contract to provide more effective operations or eliminate unnecessary costs .

2.5.6. Certifies acceptance of services.

2.5.7. 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.

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

2.5.9. 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 QASP for implementing initiatives brought forward, and monitoring the success of implementation.

2.5.10. Recommends any changes necessary to the contract, PWS, QASP, 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 QASP.

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

2.6.5. Reviews and coordinates on all changes to the PWS and QASP.

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 QASP

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.

QASP SECTION 3.0.

CONTRACTOR’S QUALITY CONTROL PLAN

3.1 RESERVED

QASP 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 COR 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 Contractor 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 COR FILE. A contract file must be established and maintained by the COR 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. COR assignment letters by the FC, the CO’s Letter of Delegation to the COR, CO notification to the contactor of COR assignment, 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,QASP.

c. Surveillance Documentation. All surveillance inspections performed must be documented by the COR 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. Declining Balance Sheets. A copy of declining balance sheets shall be maintained in the COR file at all times.

g. 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.

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

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

j. 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 3

4.1.2 The contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the PWS. COR 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 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 COR and frequency of the MFT and PPM’s.

All performance Objectives are Monthly

· Customer complaints that are validated by functional COR and Director of Civil Engineering.

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Customer complaints that are validated by functional COR and Director of Civil Engineering

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

· Unsatisfactory “As Observed” Inspections.

Unsatisfactory Observation Area Inspections

Safety

SA1

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 COR) that observe unacceptable performance/services should immediately contact the COR by telephone, email, fax, etc. The COR 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 COR. The COR may perform periodic inspections of any services under this contract at a frequency determined by the COR. 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.

SECTION 6.0

ASSESSMENT PROCEDURES

6.1 Assessment shall be accomplished by Customer Complaint & Periodic Inspection

6.1.1 Reserved

6.2 Periodic Inspection. (Appendix 3) COR will conduct periodic inspection though out the month using Checklist. To ensure the contractor is following the Statement of work.

6.3 Customer Complaints. COR shall ensure complaint procedures are made available to all customers. COR 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 COR. COR shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the complainant and explain why the complaint was invalid. COR shall fully document the resolution for each complaint on the Customer Complaint Record. COR shall complete and issue the customer complaint form for all valid complaints. If the Contractor challenges the validity of any complaint, and the COR 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 COR 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: COR will provide customer complaint procedures to the building managers.

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

COR 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 COR 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 COR 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 COR 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, COR 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 COR will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The COR will completely document the circumstance.

7.1.2 When the unacceptable performance is not the result of Government action, or lack of action, COR shall promptly notify the contractor and to take corrective action. COR shall direct the contractor to re-perform the service, if possible, without additional cost to the Government. If reperformance is satisfactory no complaint will be issued. If the contractor challenges the validity of the COR’s unacceptable assessment finding, and the COR 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 the COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, COR 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 COR identify a minor finding, the COR 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 COR 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.

7.3.1.3 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

7.3.1.3.1 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

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

7.3.1.3.3 Terminate the contract.

SECTION 8.0.

CERTIFICATION/ACCEPTANCE OF SERVICES

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

COR is 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

SUBJECT: SERVICE CONTRACT MONTHLY SATISFACTION SURVEY

CONTRACT #: ____________________ SERVICE:_______________________

MONTH/YEAR:____________________

General Contractor Satisfaction

NOTE: 5=Exceptional, 4=Very Good, 3=Satisfactory, 2=Marginal, 1=Unsatisfactory

YOUR CANDID COMMENTS:

Contracting Officer

Appendix 2

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

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

DATE/TIME OF COMPLAINT

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) QAE - 2

DATE/TIME OF COMPLAINT

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) CONTRACTOR - 3

DATE/TIME OF COMPLAINT

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) CONTRACT ADMINISTRATOR - 4

Appendix 3

CONTINUOUS IMPROVEMENT OPPORTUNITY

(CIO)

1.TO:

2. FROM:

6. RESPONSE DATE:

7. IMPROVEMENT OPPORTUNITY: (PROVIDE SUPPORTING DATA)

8. ADOPTED: (Y or N)

Instructions for completing the CIO

This CIO form is used to document suggested improvements for the following: 1) The contract 2) The QASP improvements to the BRAG. 3) To notify the contractor of opportunities for process improvements which could affect cost, schedule or performance.

NOTE: To be effective, deliver the CIO to the proper management/process owner.

COR STEPS

Block 1. To: Enter contract number and title, contractor or organization name, title and phone number of person presented the CIO.

Block 2. From: Enter your name, organization, title and phone number.

Block 3. CIO #: Use the sequential number from your CIO Log.

Block 4. Date Issued: Enter the date the CIO was issued.

Block 5. Accepted: Circle Yes or No. NOTE: File a copy no matter what the response.

Block 6. Response Date: If accepted, conduct a meeting with the party receiving the CIO and negotiate a reasonable date for a response.

Block 7. Improvement Opportunity: List the Improvement Opportunity, remember to provide supporting data that fully explains the CIO. Update the CIO log with the results and maintain the original. Provide a copy to the Contract Officer and Program Manager.

NOTE: Remember, the person receiving the CIO determines whether to accept/act on it. If needed, put in a disclaimer statement i.e, “ This information is for your use solely and completely at your discretion and shall not be considered as direction by the United States Government”.

Block 8. IF ADOPTED, State the specifics of the improvement in as much detail as possible. Attach supporting documents if they are provided. IF NOT, Enter “Not Adopted” and file in CIO Log book.

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