FINAL_QASP_Test_Administrator_Computer_Support_19_May_2015.pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN (QASP)

For

Test Administrator and Computer/Technical Support Services

Joint Base Langley-Eustis, VA

(Non-Personal Services)

19 May 2015

TABLE OF CONTENTS

1.0 PURPOSE………………………………………………………………….…..……3

2.0 MULTI-FUNCTIONAL TEAM/ACQUISITION TEAM MEMBERS……….. 4

3.0 SERVICES SUMMARY (SS) & METHODS OF ASSESSMENT…………….. 4

4.0 UNACCEPTABLE PERFORMANCE & REMEDIES………………………….7

5.0 CERTIFICATION/ACCEPTANCE OF SERVICES……………………………9

6.0 PERFORMANCE MANAGEMENT…………….……………………………….9

7.0 CONTRACTOR’S QUALITY CONTROL PLAN (QCP)………………………12

8.0 CONTRACTOR MANPOWER REPORTING ………………………………….13

9.0 INITIAL PERFORMANCE REVIEW and ANNUAL EXECUTION

REVIEW……………………………………………………………………...…

10.0 APPENDIX………………………………………………………………………….14

Appendix 1 – Quality Assurance Surveillance Checklist (QASC)……………….15

Appendix 2 – Customer Complaint Record (CCR)………………………………16

Appendix 3 – Corrective Action Report (CAR)………..………………………

Appendix 4 – Performance Assessment Report (PAR)…………..………………20

11.0 MULTI-FUNCTIONAL TEAM SIGNATURE PAGE…………………………..23

1.0. PURPOSE.

1.1. This Quality Assurance Surveillance Plan (QASP) 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 surveillance plan implements the requirements of the Air

Force Federal Acquisition Regulation Supplement (AFFARS) Mandatory Procedures (MP)

5346.103 Contracting Office Responsibilities, The Quality Assurance Program, and MP

5301.602-2(d) Designation, Assignment and Responsibilities of a Contracting Officer’s

Representative (COR) with respect to the government’s quality assurance requirements.

1.2. This surveillance plan is based on the premise that the contractor is responsible for contract management and quality control actions necessary to meet the terms of the contract, not the government. The government’s objective in having the service provided is to survey activities to provide sufficient assurance to justify acceptance/rejection of the contractor’s Test Administrator and Computer/Technical Support services. Based on quality data trends, the methods of government surveillance may be changed. Failure to provide quality services could result in termination of the contract and other monetary repercussions. Results, that the Multi-Functional

Team is striving to achieve in managing the acquisition, are to assure that the contractor obtains an acceptable level of performance, meets the stated qualifications, and is available to provide services according to Air Force needs. A contract to provide the service is the best means of achieving these objectives and results.

1.3. The contractor is encouraged to manage costs and resources effectively while meeting government expectations. The government will not monitor frequencies or methods of performance, only the expected results as listed in the SS and the Quality Assurance Surveillance

Checklist (QASC) - see Appendix 1. This surveillance plan provides the government with an objective and recordable means for reducing the contractor’s profits for repeated non-performance. Conversely, contractors have an incentive to utilize their resources in a cost effective manner to increase profit.

1.4. This surveillance plan describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. The Contracting Officer’s

Representative (COR) will use periodic and customer complaint assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this surveillance plan, 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 assessments, CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6. This surveillance plan is a living document and will be revised or modified by members of the Multi-Functional Team/Acquisition Team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

2.0. MULTI-FUNCTIONAL TEAM / ACQUISITION TEAM MEMBERS.

(Reference: Acquisition Team in FAR 1.102-3; and AFI 63-101, Part 4.)

Contracting Officer (CO)

Contract Administrator (CA)

Quality Assurance Program Coordinator (QAPC)

Contracting Officer’s Representative (COR)

COR Supervisor

Functional Commander/Functional Director (FC/FD)

Contractor

3.0. SERVICES SUMMARY (SS). The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The

SS and the contractor’s Quality Control Plan (QCP) provide information on contract requirements, the expected level of contractor performance, the expected method of government surveillance and confirmation of services provided. These thresholds are critical to mission success. Procedures as set forth in the Federal Acquisition Regulation (FAR) clause 52.212-4

(a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies. The absence of any contract requirements from the SS shall not detract from its enforceability nor limit the rights or remedies of the government under any other provision of the contract, including the clauses entitled “Inspection of Services” and “Default.”

The government has the right to inspect all services required in the contract. During the initial

30 days of the contract, two additional errors shall be allowable for SS items 5 & 6 in an effort to identify normal phase-in problems. No deviations will be allowed for SS items 1 - 4 due to the nature of the requirement.

PERFORMANCE OBJECTIVE

REFERENCE

PARAGRAPH

PERFORMANCE

THRESHOLD

SURVELLIANCE

METHOD

SS-1 Administering tests to eligible military, their dependents and civilian personnel.

1.1.1., inclusive Zero defects

Periodic Surveillance

Customer Complaint

SS-2 Tests requested to be administered by eligible personnel, such as correspondence courses and qualification/certification exams.

1.1.1.3. Zero Defects

Periodic Surveillance

Customer Complaint

SS-3 Administers tests in accordance with instructions provided in testing handbooks, test examiner guides, and TCO/ATCO instructions to ensure no possibility of test compromise.

1.1.1.5. Zero Defects

Periodic Surveillance

Customer Complaint

SS-4 Performs required tasks related to Test

Administration as required in the PWS.

1.1.1.12..

No more than 1 deviation of performance per month

Periodic Surveillance

Customer Complaint

SS-5 Provide hardware and software system administration on all personal computers, servers, fax machines, switches, routers, printers and other peripherals critical to proper functioning of technology systems at the BTEC.

1.1.2., inclusive

No more than 1 deviation of performance per month

Periodic Surveillance

Customer Complaint

SS-6 Develops and Maintains database to track fixes and program implementations within the BTEC.

1.1.2.5.

No more than 1 deviation of performance per month

Periodic Surveillance

3.1. Assessment Schedule.

3.1.1. The COR will develop a monthly surveillance schedule based on this surveillance plan’s requirements. A locally devised form may be used. The schedule will be completed no later than seven (7) calendar days before the beginning of the period it covers. Copies of the surveillance schedule will be provided to the Contracting Officer (CO) before the start of the surveillance period. Surveillance schedules, when completed, will be marked “For Official Use

Only” and will not be shown to the contractor.

3.1.2. Changes to the surveillance schedule will be posted promptly. Copies of the changed schedule will be sent to the CO. The COR will document the reason(s) for changes to the surveillance schedule and maintain the documentation in the COR files with the corresponding changed surveillance schedule.

3.2. Assessment of SS Items.

3.2.1. It is essential for the COR to conduct surveillance in accordance with the projected surveillance schedule for an effective quality assurance program. Mission requirements may require deviations from the surveillance schedule. Surveillance should be performed as close to the schedule as is practicable. The COR will document the surveillance as it is conducted.

3.2.2. The COR will conduct surveillance of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract, the Performance

Work Statement (PWS) and the SS items.

3.2.2.1. The COR must inspect by physically checking an attribute of the completed task, checking a management information report, or otherwise inspecting the task results to determine whether or not performance meets the standards contained in the PWS. The COR will use the

QASC to record the periodic surveillances.

3.2.3. Re-Performance. The COR will strive to have the contractor successfully re-perform all unacceptable performance, defects and customer complaints within the time allowed by the

COR. The intent of the contract is to have the service provided rather than taking any reduction in payment. However, the contractor's satisfactory re-performance of services shall be at no additional cost to the government and shall not remove the status of any defects from customer complaints, periodic or 100% surveillances as it applies to the performance thresholds listed in the SS.

3.2.4. If the contractor challenges the validity of any customer complaint or defect annotated on a

QASC and the COR and contractor cannot come to agreement, the COR will document the complaint/defect in question on a Performance Assessment Report (PAR) (Appendix 4) and forward it to the CO for resolution. The CO in accordance with the applicable

Inspection/Acceptance clause will take action.

3.3. Periodic Surveillance. This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s schedule. Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted based on quality trends.

3.3.1. Periodic Surveillance Standards. Defects identified in the periodic surveillance will be utilized in determining the contractor’s acceptable or unacceptable performance as defined in the

SS. All defects noted in the surveillance will be rectified by the contractor within the time allowed by the COR.

3.3.2. Periodic Surveillance Procedures. Each performance objective that has been scheduled for surveillance will be evaluated utilizing the evaluation factors listed in Section 6.9., Contractor

Performance Assessment Reporting System Evaluation Areas and Evaluation Ratings. For each

QASC evaluation factor, the contractor will receive either an Exceptional, Very Good, Satisfactory, Marginal or Unsatisfactory rating. Each Marginal or Unsatisfactory rating will correlate to a defect and will be used in determining the contractor’s performance for that surveillance period.

3.3.3. Periodic Surveillance Documentation. Periodic surveillance documentation will be accomplished utilizing the QASC. Documentation will include the date, time, location of the surveillance, applicable remarks to the surveillance and signature of the COR.

3.4. Customer Complaint. This method requires the customer to fill out a Customer Complaint

Record (CCR) (Appendix 2) or a locally generated form provided by the COR or CO. The COR will verify the complaint and notify the contractor of the complaint. The contractor shall acknowledge the complaint within two (2) hours and inform the COR of his recommendation.

Any deficiency will be documented and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. The contractor shall respond to the Customer Complaint instructions provided and return it to the COR within five (5) calendar days of receipt.

3.4.1. Customer Complaint Standards. Any unsatisfactory inspection identified but re-performed acceptably will still be counted as an unsatisfactory inspection for trending purposes.

3.4.1.1. Failing to meet the performance threshold as outlined in the SS for any of these performance objectives in any one (1) month period will constitute an immediate Progress

Meeting.

3.4.1.2. Failing to meet the performance threshold as outlined in the SS for any of these performance objectives in any combination for any two (2), or more, failures will result in a warning or Letter of Concern from the Contracting Officer.

3.4.1.3. All remedies will be in accordance with the FAR clause 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

3.4.2. Customer Complaint Procedures. Any base personnel that observe services either incomplete or not performed for any contracted services should immediately contact the COR by telephone, email, letter, or fax. The COR will send the complainant a complaint form to complete. The COR will then validate the complaint. If the complaint is valid, the COR will notify the contractor’s Quality Control Inspector (QCI) to pick up the written Customer

Complaint. The QCI will be given 24 hours to correct the defect after verbal notification by the

COR. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI shall notify the COR. If the COR still believes the complaint to be valid after reinvestigation, the QCI shall have to correct the defect within the given 24 hour time period. The COR will inform the customer of the approximate time the defect will be corrected and advise the customer to contact the COR if the defect is not corrected. The COR will follow up with the customer after scheduled re-performance to ensure the customer complaint was resolved. If the complaint is invalid, the COR will contact the complainant and explain why the complaint was invalid.

3.4.3. Customer Complaint Documentation. Customer complaint documentation will be accomplished utilizing a Customer Complaint Record or a locally generated form. The complainant’s organization, building number, name, phone number and nature of the complaint will be annotated on the form. The COR will annotate on the form the date and time the complaint was validated and the date and time of contractor notification. The contractor shall then annotate on the form the action taken to correct the defect and then sign and date the form.

The COR will then sign and date the form.

3.5. 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, CORs have the right to conduct assessments for SS items and non-SS items as well.

When the COR identifies unacceptable performance on non-SS items, the COR will follow the procedures in section 4.0 of this surveillance plan, entitled Unacceptable Performance.

4.0. UNACCEPTABLE PERFORMANCE.

4.1. When performance is determined unacceptable due to the contractor not meeting a performance threshold identified in the SS or the COR identifies unacceptable performance on non-SS items, the COR will issue a PAR. The COR will annotate a brief description of the deficiency, a suspense date, then sign and date the form. The COR will notify the contractor to pick up the form to annotate concurrence or non-concurrence, corrective action, corrective action estimated completion date and how to prevent recurrence or reason for non-concurrence. The contractor shall return the form to the COR by the suspense date on the form.

4.2. When performance is determined unacceptable due to failure to provide adequate corrective action to preclude recurrence of government identified findings, failure to provide corrective action or re-performance of deficiencies identified by the COR within a prescribed suspense period, or any failure to adhere to security regulations that results in a security incident, the COR will issue a Corrective Action Report (CAR) (Appendix 3). The COR will fill in the CAR by annotating the deficiency, impact to the government caused by the deficiency, suspense date and control number. The COR will notify the contractor of the CAR and require the contractor to respond, in writing, detailing a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by the suspense date on the CAR. The COR will then respond to the contractor’s corrective action plan.

The COR and the Functional Commander/Director (FC/FD) will sign and date the CAR and forward the form to the CO.

4.2.1. One (1) CAR issued within a 1-month period will constitute an immediate progress meeting.

4.2.2. Two (2) or more CARs issued within a 1-month period may result in a warning and/or reduction of contract price. The CO may reduce the contract price to reflect the reduced value of services performed.

4.2.3. Four (4) or more CARs issued within a 1-month period will result in the aforementioned reduction of price per incident and could result in termination of the contract. The CO will meet with the appropriate government personnel to discuss/decide the remedy.

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

4.3. Unacceptable performance re-performed by the contractor will still count as unacceptable performance.

4.4. Contract Discrepance Report (CDR)(Department of Defense Form 2772). The COR can issue a Contract Discrepancy Report any time unacceptable performance is observed.

4.5. Contracting Officer Notification.

4.5.1. If at any time the COR identifies a “Major nonconformance”, which IAW FAR Part

46.101, “means a nonconformance, other than critical, that is likely to result in failure of the supplies or services, or to materially reduce the usability of the supplies or services for their intended purpose”, the COR will document their findings and notify the CO immediately in writing. Email is acceptable.

4.5.2. When the COR identifies a “Minor nonconformance” which IAW FAR Part 46.101, “means a nonconformance that is not likely to materially reduce the usability of the supplies or services for their intended purpose, or is a departure from established standards having little bearing on the effective use or operation of the supplies or services”, the COR will document the findings. The COR is not required to notify the CO. However, if the same minor nonconformance is repeatedly identified, it may be an indication that a major nonconformance is occurring or has occurred because the contractor has not taken proper steps to prevent recurrence. In this case, the COR will notify the CO in writing and provide all previous documentation that supports the possibility for reoccurring nonconformance in support of a possible major nonconformance concern.

4.6. Remedies for Unacceptable Performance.

4.6.1. 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 replacement personnel that are equally qualified within established timeframes. When the defects in services cannot be corrected by re-performance, the government may:

4.6.1.1. Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

4.6.1.2. 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.

4.6.2. If the contractor fails to promptly perform the services again or to take the necessary action to ensure future performance is in conformity with contract requirements, the government may:

4.6.2.1. 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

4.6.2.2. Decrease the invoice as stated in the PWS related to performance; or

4.6.2.3. Terminate the contract.

5.0. CERTIFICATION / ACCEPTANCE OF SERVICES.

5.1. The COR will certify receipt of contractor services via the Wide Area Work Flow (WAWF) website. Certification of services will be accomplished on the first workday following the completion of the contract payment period to avoid payment of interest penalties.

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

6.0. PERFORMANCE MANAGEMENT. This section identifies the use of performance measurement information to effectively document contractor performance.

6.1. Purpose. This section details the methods, actions and documentation to be used in verifying contractor compliance with the contract requirements. This QASP provides the procedures on how to conduct these inspections.

6.2. Surveillance Approach. To facilitate the surveillance of the contractor's quality program, government personnel will verify contractor compliance with designated performance objectives.

The critical requirements will be verified by COR.

6.3. COR File Maintenance. The COR will maintain pertinent files for this contract; and, as a minimum, the file will contain the following:

6.3.1. Summary Sheet

6.3.2. MP 5301.602-2(d), Designation, Assignment and Responsibilities of a Contracting

Officer’s Representative (COR)

6.3.3. A copy of the contract to include the Performance Work Statement, as well as all modifications

6.3.4. COR Nomination Letters

6.3.5. COR’s Defense Acquisition University Certificates and Contract Specific Training

Documentation

6.3.6. COR Designation Letter from the Contracting Officer (CO)

6.3.7. Nonconformance Reports (Corrective Action Report/Performance Assessment Report)

6.3.8. Government Quality Assurance Surveillance Plan (QASP)

6.3.9. Contractor Quality Control Plan (QCP)

6.3.10. Contract-related correspondence

6.3.11. Surveillance Schedules

6.3.12. Surveillance Records (QASC), Customer Complaint/Comment Records

6.3.13. Contract Administrator’s Documentation

6.3.14. Receiving Reports/Acceptance of Services

6.3.15. Expenditure Log with declining balance to track funds remaining on the contract.

6.3.16. Contractor Performance Assessment Rating (CPAR) documentation, if applicable

6.4. COR End of Month Report. The COR will submit an assessment report (COR Monthly

PAR) and attach a copy of the QASC, all CARs, PARs, CDRs and validated Customer

Complaint/Comment Reports for the month to the CO no later than five (5) working days following the month in which the actual surveillance occurred. The report will identify the number of surveillances scheduled and conducted; the number of unacceptable performances observed; the number of CARs issued; the number of PARs issued; the number of valid

Customer Complaints/Comments; any significant contractor performance discrepancies and a rating of the contractor’s overall performance. The report will be accomplished using the specific PAR that has a page four (4) added which includes additional information regarding assessment of the contractor’s performance for the stated period of the report. The report will be signed and dated by the COR and the COR Supervisor and/or Functional Commander /

Functional Director and a copy provided to the CO. All contractor performance documentation will be used to support contractor ratings in the Contractor Performance Assessment Rating

System (CPARS).

6.5. Deficiency Reporting. The COR will evaluate the contractor's performance to identify any deficiencies and document effective and timely corrective actions. The COR will provide a copy of deficiency reports to the contractor's quality control representative to afford the contractor the opportunity to take corrective actions. If the deficiency is documented by the contractor who is already working to correct the problem in a timely manner, then an AF deficiency will not be formally issued.

6.6. Periodic Progress Meetings. The Multi-Functional Team will conduct periodic progress meetings, not less than quarterly, to review the contractor’s performance. At these meetings, the

CO will inform the contractor of how the government views the contractor’s performance and the contractor shall inform the government of problems, if any, being experienced. The contractor shall notify the CO, 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.

6.7. Performance Feedback. The government will provide performance feedback to the contractor using the quality assurance forms (PAR, CAR, CDR and Customer Complaint

Report), progress meetings, or the CPAR reports. The COR’s documentation will be used to support the annual contractor ratings in CPARS and provide a snapshot view of the contractor’s performance.

6.8. COR Records Review. The contract administrator will review the COR’s quality assurance files no less than semi-annually to ensure completeness, to ensure surveillance is properly conducted and documented and contractor performance is within acceptable levels. This review will be documented and acknowledged by the CO and QAPC.

6.9. Contractor Performance Assessment Reporting System Evaluation Areas and

Evaluation Ratings.

Evaluation Areas

Description

Quality of Service

Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environments, or safety health standards).

Schedule

Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem

Business Relations identification, corrective action plans, proposal submittals, the contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the contractor met small/small disadvantaged and woman owned business participation goals.

Management of Key

Personnel

Assess the contractor’s performance in selecting, retaining, supporting and replacing, when necessary, key personnel.

Evaluation

Ratings

Criteria

Exceptional

Performance meets contractual requirements and exceeds many of the government’s benefits. 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.

Very Good

Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

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.

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.

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.

7.0. CONTRACTOR’S QUALITY CONTROL PLAN (QCP).

7.1. The contractor shall establish and maintain a 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. A description of the methods to be used for identifying and preventing defects in the quality of service performed shall be included in the QCP. The plan shall include a description of how records will be kept.

Records must document all inspections and corrective or preventive actions taken. The contractor shall update the plan as changes occur and changes shall be submitted for review and feedback to the CO. The contractor’s QCP shall contain, as a minimum, the following items:

7.1.1. 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).

7.1.2. A description of the surveillance methodology used to cover all tasks and services listed in the PWS and SS. Contractor quality control surveillance records shall be kept at the contractor's office and made available to the government upon request.

8.0. CONTRACTOR MANPOWER REPORT (CMR) – COR Responsibility.

8.1. Contracting Officer’s Representative Role. The COR will initially access the website:

http://www.ecmra.mil and obtain a log-in in order to review and verify Contract Data elements as input by the contractor as well as inputting Fund Cite data . This information will be input by the contractor and verified by the COR on an annual basis.

8.2. Contracting Officer’s Role. The CO will verify all data input for accuracy and will notify the appropriate invididual of any missing information prior to accepting the final report.

9.0. Initial Contract Performance Review (ICPR) and Annual Execution Review (AER)

IAW AFI 63-101, Section 4, Para 4.9 and 4.10.

9.1. Assumption of Workload Review. All services acquisitions with a value in excess of the

Simplified Acquisition Threshold (SAT) ($150,000) will be reviewed by the appropriate designated official within 30 days of the contractor’s full assumption of contract workload (for example, end of transition, phase-in, or similar event). The purpose of the review is to determine if the contractor successfully completed transition, is fully operational, and is within other performance parameters required by the contract. Since the Air Combat Command’s (ACC)

Acquisition Management and Integration Center (AMIC), AMIC/PK, is the designated official for this contract, the Contracting Squadron Commander or the Director of Business Operations

(DBO) will conduct and document the assumption of workload review and report to AMIC/PK any negative information concerning contract execution.

9.2. Annual Performance Review. All services with a value in excess of the SAT ($150,000) will be reviewed annually. This review is to be conducted not later than 30 days prior to issuing the notification of the government’s intent to exercise the option for the follow-on year. Since

AMIC/PK is the designated official for this contract, the Contracting Squadron Commander or

DBO will conduct and document the annual performance review and report to AMIC/PK any negative variations in cost, schedule and/or other significant performance measures required by the contract. If significant variations exist, include an explanation of the causes for the variance and an assessment of the contractor’s corrective action plan.

9.3. Any significant changes in anticipated cost/price, schedule, or performance expectations are subject to a special review at the direction of the Air Force Program Executive Office (AFPEO), AFPEO/CM, Air Force Installation Contracting Agency – Contracting Division (AFICA/KC) –

OL/ACC, or other designated official.

9.4. ICPR and AER COR Responsibility. The Contracting Officer’s Representative will provide the Contracting Officer with documentation to support the government findings of the contractor’s full assumption of contract workload. The review is to determine if the contractor successfully completed transition, is fully operational and is within other performance parameters.

10.0. APPENDIX.

Appendix 1 - Quality Assurance Surveillance Checklist

Appendix 2 - Customer Complaint Record

Appendix 3 - Corrective Action Report

Appendix 4 - Performance Assessment Report

Appendix 1 - Quality Assurance Surveillance Checklist

PERFORMANCE OBJECTIVE

REFERENCE

PARAGRAPH

RATINGS COMMENTS

SS-1 Administering tests to eligible military and civilian personnel and their dependents.

1.1.1., inclusive

SS-2 Tests requested to be administered by eligible personnel, such as correspondence course and qualification/certification exams.

1.1.1.3

SS-3 Administers tests in accordance with instructions provided in testing handbooks, test examiner guides, and TCO/ATCO instructions to ensure no possibility of test compromise.

1.1.1.5

SS-4 Performs required tasks related to Test

Administration as required in the PWS.

1.1.1.12.

SS-5 Provide hardware and software system administration on all personal computers, servers, fax machines, switches, routers, printers and other peripherals critical to proper function technology systems at the

BTEC.

1.1.2., inclusive

SS-6 Develops and Maintains database to track fixes and program implementations within the BTEC.

1.1.2.5

Appendix 2 – Customer Complaint Record

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

Appendix 3 – Corrective Action Report (CAR)

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the Contractor is not required to provide a response.

8. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet (Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR. A date must be entered for a Major CAR. A date is optional at the discretion of the (COR) initiating the CAR if the finding is minor.

Block 6. All CARs will be tracked with a Control Number. The functional commander/functional director is the

Issuing Authority for his/her contract (CORs) generating CARs. By providing the control number to the COR originating the CAR, the Issuing Authority demonstrates concurrence with the finding. The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04-001).

Block 7.

1. Check the block that indicates whether the identified deficiency is assigned as a major or minor nonconformance/finding. See QASP paragraph 4.5 for the definitions of major and minor findings and associated explanations.

2. Nonconformance/Finding: Clearly state the details of the finding followed by a reference to the stated contractual requirement. The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

3. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

4. When determining how long to give the contractor to respond to the identified nonconformance/finding, the normal is 10 working days. The suspense date should reflect this unless the nonconformance/finding requires a greater amount of time to come to solution. Major nonconformance/findings require a Contractor response.

Minor nonconformance/findings may require a Contractor response at the discretion of the COR initiating the CAR and/or the Issuing Authority.

Blocks 8. and 9. Contract CORs initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9.

Each annotates the date at the time of signature.

Block 10. Upon review of the contractor's reply, the originator of the CAR will enter comments regarding acceptance or rejection of the contractor's response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The COR selects Accept or Reject after reviewing the contractor's response.

Block 12. The COR enters a close date after advising the Issuing Authority that the contractor's response is acceptable and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the contractor and report accordingly in the monthly Certificate of Service (COS) or other applicable CO services report. This routing remains the same if the contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

Appendix 4 – Performance Assessment Report (PAR)

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER NUMBER 2. CONTRACTOR 3. TYPE OF SERVICES

4. CONTRACTING OFFICER REPRESENTATIVE (COR) SIGNATURE AND DATE

5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-

CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

PERFORMANCE ASSESSMENT REPORT

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Performance Assessment Report (PAR) Template, Feb 05 (SAF/AQCP)

Performance Assessment Report (PAR) Instructions

Block 1. Contracting Officer Representative (COR) enters contract or task order number.

Block 2. COR enters contractor name.

Block 3. COR enters type of services.

Block 4. COR signs and dates.

Block 5. COR enters telephone number.

Block 6. COR assigns suspense date for Contractor Representative validation if a deficiency box was checked in

Part I. Contractor Performance

Block 7. COR checks all boxes that apply.

Block 8. COR enters Services Summary or Performance Work Statement (PWS) paragraph item reviewed.

Block 9. COR enters brief description of deficiency and tracking number if the deficiency box was checked in

Block 10. COR enters a detailed performance assessment if the deficiency box in Block 7 was not checked.

Parts II and III will be used only if a deficiency was documented in Part I.

Part II. Contractor Validation

Block 11. Contractor Representative checks one box in response to COR cited deficiency. If Concurrence is indicated, Contractor Representative continues to Block 12. If Non-Concurrence is indicated, continue to Block 13 and state reason(s) for Non-Concurrence with COR cited deficiency and return PAR to COR.

Block 12. Contractor Representative enters Estimated Completion Date of Corrective Action and continues to

Block 13.

Block 13. Contractor Representative details Corrective Action and the Action Taken to Prevent Recurrence or

Reason for Non-Concurrence of COR cited deficiency.

Part III. Deficiency Corrected

Block 14. COR checks appropriate block, signs, and dates.

Block 15. (Required Entry) COR remarks regarding the Corrective Action and the Action Taken to

Prevent Recurrence. If Non-Concur was checked, this block should be very detailed to explain why.

Block 16. Contractor Representative enters remarks if further discussion is needed about COR concurrence with

Contractor’s Corrective Action and Action Taken to Prevent Recurrence.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.