Snow_QASP_FY14.pdf

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QUALITY ASSURANCE SURVEILLANCE PLAN

FOR SNOW/ICE REMOVEL

SERVICES AT GRAND FORKS AFB

Coordination and Review:

Functional Commander/Director Date

Contracting Officer Date

Quality Assurance Program Coordinator Date

Contracting Officer Representative Date

Contract Administrator Date

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TABLE OF CONTENTS

Part 1

Section 1 – Purpose

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

Section 3 – Contractor’s 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

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Part 1

SECTION 1.0.

PURPOSE

1.1. This Quality Assurance Surveillance Plan (QASP) 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 QASP implements the requirements of Air Force Instruction 63-101, Section 8.2, Acquisition of Services Objectives, with respect to the Government’s quality assurance requirements.

1.2. 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 services at Grand Forks AFB are accomplished in accordance with performance work statement. The results the multi-functional team is striving to achieve in managing the acquisition is to assure snow and ice removal services meet the stated objectives 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 snow and ice removal services to industrial and Military Family Housing (MFH) customers in accordance with all state, federal and Grand Forks Air Force Base directives.

1.4. This QASP describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. Contracting Officer’s Representative (COR) will use random and customer complaint assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this QASP, 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, COR are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6. 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.

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SECTION 2.0.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

Key Management Principals:

Contracting Flight Commander 319 CONF/CC Contracting Officer 319 CONF/LGCA Contract Administrator/Buyer 319 CONF/LGC A Functional Commander/Director 319 CES/CEO Contracting Officer Representative 319 CES/CEOSS Quality Assurance Program Coordinator 319 CONF/LGCP

2.1. 319th 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.

2.1.4. Provides annual status on contract performance.

2.2. Contracting Flight 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 Commander/Functional Director (FC/FD)

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 QASP and obtains Contracting Officer coordination on the final product.

2.3.2. Nominates qualified individuals as COR. 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.

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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 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 assigned to the contract.

2.4.4. Periodically assesses the COR 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. Contracting Officer’s Representative

2.5.1. Develops technical requirements and independent cost/government estimates for contracted services.

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

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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, 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 QASPs.

2.6.4. Provides training for the FC/FD 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 quality assurance surveillance 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.

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SECTION 3.0.

CONTRACTOR’S QUALITY CONTROL PLAN

3.1. RESERVED

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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 assessments and customer complaints. 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 will be used 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. 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 designation letters by the FC, the CO’s Letter of

Designation to the COR, CO notification to the contractor of COR assignment, QAPC/CO led 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 and quality assurance surveillance plan.

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 letters with all supporting documentation.

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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 Air Force Form 9s, 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/Continious 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.

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.

The 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 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. 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 file. This plan will outline the inspections schedule of the COR and frequency of the MFT and PPM.

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PART 2

SECTION 5.0.

SERVICE SUMMARY (SS) AND METHOD OF ASSESSMENT

Performance Objective PWS Para

Performance Threshold

Remedy Inspection Method

Remove Snow & Ice.

Prevent accumulation.

Ensure paved areas are safe for vehicle or pedestrian traffic. Ensure areas have adequate deicing material for the conditions

1.1. and 1.1.1

No more than 2 valid customer complaints per service month.

Re-performance within 2 hours of notification.

Customer Complaint Periodic inspection

Clear Parking Lots.

Clear 2-lane driving path through parking lots within allotted time. Ensure lots are at least 90% cleared in allotted time.

1.1.2 No more than 2 valid

customer complaints per service month.

Re-performance within 2 hours of notification.

Customer Complaint Periodic inspection

Snow Hauling Ensure snow is hauled from parking lots as well as from berms.

1.1.3 No more than 2 valid

customer complaints per service month.

Re-performance within 2 hours of notification.

Customer Complaint Periodic inspection

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SECTION 6.0

ASSESSMENT PROCEDURES

6.1. Reserved

6.2. Reserved

6.3. Customer Complaints. Contractor shall ensure complaint procedures are made available to all customers. Any personnel that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the contractor at the published customer complaint phone number. The contractor 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. The contractor shall fully document the resolution for each complaint on the Customer Complaint Record. 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: Contractor shall provide customer complaint procedures/training to base populace.

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

COR shall submit a monthly satisfaction survey 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 unacceptable performances observed, the number of customer complaints recieved, 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?

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

(5) Overall Satisfaction with the Service Received. Provide rating as to the contractor’s 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 Rating. 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 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 government’s 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 government’s 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.

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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 to take corrective action. COR 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 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 COR identify 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 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.

Email is acceptable

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7.3. Remedies for Unacceptable Performance.

7.3.1. In accordance with the commercial 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.

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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. COR 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 Complaint Form, optional

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Appendix 1

SERVICE CONTRACT MONTHLY SATISFACTION SURVEY

SUBJECT: SERVICE CONTRACT MONTHLY SATISFACTION SURVEY

CONTRACT #: ____________________ SERVICE:_______________________

MONTH/YEAR:____________________

Number of unacceptable performances observed ______________ Number of valid customer complaints ______________

General Contractor Satisfaction Promptness of the Service 5 4 3 2 1

Quality of the Service 5 4 3 2 1 Courtesy/Cooperation by Contractor Personnel 5 4 3 2 1 Response to Defective Notices and Customer Complaints 5 4 3 2 1

Overall Satisfaction with the Service Received 5 4 3 2 1

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

YOUR CANDID COMMENTS:

Contracting Officer Representative Functional Commander

Contracting Officer

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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

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Customer Complaint Record Template, Feb 05 (SAF/AQCP) QAE - 2

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Customer Complaint Record Template, Feb 05 (SAF/AQCP) CONTRACTOR - 3

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Customer Complaint Record Template, Feb 05 (SAF/AQCP) CONTRACT ADMINISTRATOR - 4