Attachment 2 - Performance Plan.doc

FA4801-11-T-0009

FA4801-11-T-0009

PERFORMANCE PLAN

For

CARPET / TILE INSTALLATION Services

At

Holloman AFB

New Mexico

Date: __________________ CHRISTIAN J. KNUTSON, Lt Col, USAF Commander, 49th Civil Engineering Squadron

Date: __________________

LUCIO VAZQUEZ

Quality Assurance Personnel (QAP) 49th Civil Engineering Squadron

Date: __________________ MARY K. HOELSCHER, Civ, DAF Contracting Officer (CO) 49th Contracting Squadron

Date: __________________ PATTI J. REN, Civ, DAF Quality Assurance Program Coordinator (QAPC)

49th Contracting Squadron

20 January 2011

TABLE OF CONTENTS

Subject

Page

1. Overview ……………………………………………………………….

1.1. Purpose …………………………………………………………..

1.1.1 Intent ……………………………………………………………..

2. Goals of the Multi-Functional Team (MFT) …………………………

3. MFT Roles and Responsibilities

3.1. Functional Commander/Functional Director (FC/FD) ………

3.2. Contracting Squadron Commander (CSC) ………………….

3.3. Contracting Officer (CO) ……………………………………….

3.4. Multi-Functional Team (MFT) ………………………………….

3 - 4

4. Description of Services

4.1. Program Overview ………………………………………………

4.2. Scope of Work …………………………………………………..

4 - 5

4.3. Contract Type ……………………………………………………

5. Services Summary (SS)

5.1. Performance Objectives and Operational Requirements …..

5 - 10

6. Contract Quality Requirements

6.1. Quality Control Program…………………………………………

7. Surveillance Methods

7.1. Purpose ……………………………………………………………

7.2. Periodic Surveillance …………………………………………….

7.3. Random Sampling

7.4. Customer Complaints …………………………………………….

8. Surveillance Approach ………………………………………………..

11 - 12

8.1. Deficiency Reporting ……………………………………………..

9. Documentation Requirements

9.1. QAP Surveillance Documentation ……………………………..

9.2. Surveillance Record ……………………………………………..

9.3. Monthly Inspection Schedules …………………………………

9.4. QAP File/Folder ………………………………………………….

12 - 13

1. OVERVIEW

1.1. Purpose. The purpose of this Performance Plan (PP) is to identify the methods and procedures the Government will use to ensure it receives the services under contract as identified in the performance standards of the Performance Work Statement (PWS). This plan will focus on the level of performance required by the PWS; not the methodology or process.

1.1.1. Intent. The intent of this PP is to rely on the contractor's quality control, changing the government's role from "oversight" to "insight." Since new service requirements will be outcome-based, we can switch our focus to whether the standards (desired end results) are met, versus evaluating if each individual task is performed. A major benefit to this approach is that is allows us to reduce quality assurance manning and focus our efforts where we can reap maximum results.

2. GOALS OF THE MULTI-FUNCTIONAL TEAM. AFI 63-124 (Performance-Based Services Acquisition), Para 2.5.1., requires a multi-functional team (MFT) be established for each service acquisition over $150,000 annually. The goals of this team are to manage this requirement throughout the life of the contract and to provide an avenue to collectively work together to create a strong working relationship between the using agency, contracting and the contractor and provide the highest level of contract performance and customer service. After contract award, the contractor will become part of this MFT.

· The team strives for the contractor to take ownership and pride in providing full meal service, to include carry out service and meeting the nutritional needs of Department of Defense (DoD) personnel.

3. MULTI-FUNCTIONAL TEAM (MFT) MEMBERS ROLES & RESPONSIBILITIES.

The membership, goals and responsibilities of the MFT members are outlined as follows:

3.1. Functional Commander/Functional Director (FC/FD):

· Identify mission essential services, to include developing the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis.

· Assign primary and alternate Quality Assurance Person (QAP) personnel unless another Quality Assurance organization or method can satisfy performance assessment requirements (e.g., Program Management Office).

· Review contractor performance documentation, prepared by the QAP, on a regular basis to ensure performance is compatible with contract and mission objectives while supporting a higher level of contractor performance, and fostering synergistic partnerships.

3.2. Contracting Squadron Commander:

· Serves as Business Advisor to Senior Leadership

· Provides the health of services acquisition to senior leadership annually. Provides MOASP reports on service acquisitions to the MAJCOM for consolidation.

· Making sure the multi-functional team exercises acquisition authorities and responsibilities according to the regulations.

3.3. Contracting Officer (CO): The CO ensures performance of all necessary actions for effective contracting and compliance with the terms of the contract. The CO safeguards the interests of the Government in the contractual relationship.

· The CO also delegates authority for inspection and acceptance in accordance with the terms of the contract.

· The CO informs the contractor of the names, duties, and limitations of authority for all Quality Assurance Personnel (QAP)

3.4. Multi-Functional Team (MFT): Membership in this group may include as few members as the: Contracting Officer, Program Manager, Quality Assurance Program Coordinator (QAPC), Contract Administrator (CA), Quality Assurance Personnel (QAP), Technical Representatives, and the Contractor (after award). Duties and responsibilities include:

· Fostering partnerships with industry to ensure exchanges of information among the service industry and other business experts occur. Ensuring the key stakeholders participate in developing, implementing, and executing the acquisition strategy.

· Providing support to senior leadership as required (i.e., performance metrics, data, briefings). Making sure that correspondence and presentations are accurate, timely and of high quality. Also, provides reports that provide early warnings of significant variances in cost, schedule, or performance to senior leadership. Completing and reporting annual performance reviews in accordance with the MOASP.

· Researching the commercial market to ensure the multi-functional team is using the most efficient and effective assessment methods, techniques, and best commercial practices in performance of the contract.

· Developing, implementing and executing a performance-based acquisition strategy, to include performance metrics that supports a higher level of contractor performance, fosters synergistic partnerships, accommodates changing or unforeseen mission needs and leverages commercial best practices. Ensuring the acquisition strategy aligns mission performance needs with performance-based work statements and acquisition approaches designed to deliver the desired mission support results.

· Managing risk to ensure mission performance is within cost/schedule constraints.

· Developing, implementing and executing a source selection, if applicable, that provides an integrated assessment of the offeror’s proposal and ensures a best value source selection based on the requirements of the Request for Proposal (RFP).

· Planning, programming, and budgeting adequate funds to ensure the execution is within approved funded baseline.

· Developing, implementing and managing milestones to ensure the acquisition supports mission requirements within the approved funded baseline.

· Completing and reporting annual performance reviews in accordance with the MOASP.

· Identifying opportunities to improve performance throughout the life of the acquisition. This includes benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the Performance Plan to implement initiatives, and monitoring success of implementation.

· Assessing and managing contractor performance data, to include submitting Contractor Performance Assessment Reporting System (CPARS) reports.

· Developing, implementing, and executing performance measurement and management in accordance with the Performance Plan.

· Ensuring the requiring office and contractor understand the unique programs impacting an acquisition , e.g., Air Force Hazardous Materials Management Process (HMMP), safety, security, environmental, etc,.

· Recommend changes to the performance plan.

4. DESCRIPTION OF SERVICES – Refer to 1.0 in PWS

4.1. Program Overview. The Holloman Appropriated Fund food service operation consists of one dining facility, the Shifting Sands dining facility. This facility is dedicated to providing full meal service, to include carry out service and meeting the nutritional needs of the Department of Defense (DoD) personnel who frequent the facilities. The flight-kitchen, provides boxed meals for passengers and crews in support of flying missions on a 24-hour basis and to customers requesting them in support of ground operations.

4.2. Scope of Work. The Contractor shall perform food service attendant services. Tasks include serving and replenishing food and beverages, cleaning facilities, equipment and utensils, preparing vegetables and fruits for the salad bar, bussing tables in dining areas, performing cashier services, handling foods, supplies, store room and equipment, maintaining quality control, ensuring operator maintenance and minor/major repair of food service equipment, and in the event of contingency, perform all required tasks, to include cooking, serving and replenishing food, and preparing vegetables and fruits for the salad bar, to ensure continued service.

4.3. Contract Type. The contract type is a Firm-Fixed Price (FFP). A firm-fixed price contract provides for a price that is not subject to any adjustment on the basis of the contractor’s actual cost experience in performing the contract. This contract type places maximum risk and full responsibility for all costs and resulting profit or loss on the contractor, and is the preferred contract type.

5. SERVICES SUMMARY (SS) – Refer to 2.0 in PWS

5.1. Performance Objectives and Operational Requirements

The following is a list of the contractual requirements that will be verified as contractually compliant by government personnel. Each requirement includes a government determined performance standard and the resource that is used to perform the verification. (Note: The performance standard is merely a reference point for government personnel and does not relieve the contractor of any contractual requirements.)

SS-1

Prepare food IAW Air Force recipe cards

SS-2

Comply with sanitation requirements of the food code and state and local laws/regulations, which results in a satisfactory or better rating in Health Inspections 1.3.7, 1.3.4, 1.5,

1.6 — 1.6.1.5 and

1.7 — 1.7.2

SS-3

Satisfy facility manager and guests in reference to timeliness of service and courteousness of employees 1.3.7, 1.3.8, and 1.10.3

SS-4

Make available supplies and materials necessary to serve the guests

SS-5

Reconcile cash drawer with POS reports and ensure cash is turned in on-time

SS-6

Maintain the interior and exterior of the dining facility in a clean and sanitary condition.

SS-7

Provide cooks and food servers/preparer’s to ensure there is no impact on food service operations during contingency operations 1.3.3, 1.3.4, 1.12.1.1-2, and Technical Exhibit 2a 1.1.

100% of the time

Periodic Surveillance;

Random Sampling

SS-8

Repairs will be initiated/completed within the required time frames:

Routine: 24 hours/96 hours

Urgent: 12 hours/48 hours

Emergency: 1 hour/24 hours

SS-9

The contractor shall establish and maintain clear and complete instructions that describe an inspection system that will assure all aspects of this functional area.

SS-1 Performance Objective: The contractor shall accomplish the food preparation tasks in accordance with recipe cards in the Shifting Sands dining facility (and during contingency operations) and serve in standard portions. (PWS paragraphs 1.3.3. – 1.3.6.)

Performance Threshold: 100% of menu items per meal period. Performance is acceptable when 100% of the monthly meals periods are met. Performance is unacceptable when 1% or more of the monthly meal periods are not met.

Method(s) of Surveillance: Periodic Surveillance and Random Sampling. The QAP will verify weekly, during one meal period, 100% of the food prepared and served. The QAP will vary meal periods from week to week. The QAP will notify the contractor of any deficiencies during the surveillance visit. The QAP will document all surveillance results as it is being conducted and have the contractor representative sign/initial any findings. The QAP will maintain the documentation for file maintenance.

Periodic (Weekly) Surveillance – One (1) meal period per week, to be determined by QA personnel

Random Sampling – Twenty-seven (27) meal periods, to be determined by QA personnel.

SS-2 Performance Objective: The contractor shall comply with sanitation requirements of the food code and state and local laws/regulations, which results in a satisfactory or better rating in Health Inspections. (PWS paragraphs 1.3.4, 1.3.7, 1.5, 1.6. - 1.6.1.5 and 1.7. – 1.7.2.)

Performance Threshold: 100% of the time. Performance is acceptable when 100% of the Health Inspections result in satisfactory or better ratings.

Performance is unacceptable when 1% or more of the Health Inspections result in unsatisfactory ratings.

Method of Surveillance: Periodic Surveillance. The QAP will rely on military public health inspections/reports.

Periodic (Monthly) Surveillance – 100% of the Health Inspections period, to be determined by Military Public Health personnel.

SS-3 Performance Objective: The contractor shall satisfy the facility manager and dining facility guests in reference to timeliness of service and courteousness of employees. (PWS paragraphs 1.3.7. 1.3.8. & 1.10.3)

Performance Threshold: 100% of monthly meal periods. Performance is acceptable when 100% of the monthly meal periods are served in a timely manner and dining facility personnel demonstrate courteous conduct.

Performance is unacceptable when 1% or more of the performance objective is not met.

Method(s) of Surveillance: Periodic Surveillance, Random Sampling and Customer Complaints. The QAP will observe employee courteousness on weekly walkthroughs. The QAP will observe the timeliness of the operation for a minimum of 15 minutes on a weekly basis. Times of observation will be at various times of operation, i.e., peak times, opening, closing, etc,. The QAP will also execute validated customer complaints I/A/W PWS Para 2.1.1.3.

Periodic (Weekly) Surveillance – One (1) meal period per week, to be determined by QA personnel.

Customer Complaint – The QAP will investigate/validate any customer complaints received by dining facility patrons. Once the complaint has been validated, the QAP will address the issue(s) to the contractor for correction. If the complaint is recurring, this may result in a warning or letter of concern from the CO and/or constitute an immediate progress meeting with the MFT. All such documentation will be maintained by the QAP for file maintenance.

SS-4 Performance Objective: The contractor shall make available supplies and materials (napkins, salt, pepper, condiments, etc,.) necessary to serve guests. (PWS paragraphs 1.3.3. & 1.3.7.)

Performance Threshold: 95% of monthly meal periods. Performance is acceptable when 95% of the time, supplies and materials are made available to dining facility patrons. Performance is unacceptable when 6% or more of the performance objective is not met.

Method(s) of Surveillance: Periodic Surveillance, Random Sampling and Customer Complaints. The QAP will conduct a weekly walk through, during one meal period, and verify all supplies and materials are available throughout the facility. The QAP will also execute validated customer complaints I/A/W PWS Para 2.1.1.3.

Customer Complaint – The QAP will investigate/validate any customer complaints received by dining facility patrons. Once the complaint has been validated, the QAP will address the issue(s) to the contractor for correction. If the complaint is recurring, this may result in a warning or letter of concern from the CO and/or constitute an immediate progress meeting with the MFT. All such documentation will be maintained by the QAP for file maintenance.

SS-5 Performance Objective: The contractor shall reconcile cash drawer with Point of Sale (POS) reports and ensure cash is secured and turned in on time. (PWS paragraph 1.2.1., 1.4. and 4.3.11.)

Performance Threshold: 100% of deposits per month. Performance is acceptable when 100% of the deposits per month are met. Performance is unacceptable when 1% or more of the performance objective is not met.

Method of Surveillance: Periodic Surveillance. The QAP will verify the Cash Collection Voucher (DD Form 1131) prepared by the contractor and accompanied with the bank deposit slip is submitted to the Finance department on the first business day after the cash is taken in. The QAP will ensure there is a signed DD 1131 (to include voucher number) confirming Finance accepted the

POS report as a complete transaction. Performance is unacceptable when 1% or more of the performance objective is not met.

Periodic (Monthly) Surveillance – 100% of the Cash Collection Vouchers

(DD Form 1131).

SS-6 Performance Objective: The contractor shall maintain the interior and exterior of the dining facility in a clean and sanitary condition. (PWS paragraph 1.5. and 1.8.4.)

Performance Threshold: 100% of the days in the month. Performance is acceptable when 100% of the time, the interior and exterior of the dining facility is compliant with the mandated sanitation requirements, Food Safety Program and the FDA Food Code. Performance is unacceptable when 1% or more of the performance objective is not met.

Method of Surveillance: Periodic Surveillance. The QAP will verify the interior and exterior is maintained in a clean and sanitary condition by performing a weekly walk through. The QAP will also execute validated customer complaints I/A/W PWS Para 2.1.1.3.

Periodic (Weekly) Surveillance – One (1) meal period per week, to be determined by QA personnel.

SS-7 Performance Objective: The contractor shall provide cooks/food servers and preparers to ensure there is no impact to food service operations during contingency. (PWS paragraphs 1.3.3., 1.3.4. 1.12.1.1. – 1.12.1.2., and TE 2a Para 1.1.)

Performance Threshold: 100% of the time. Performance is acceptable when

100% of the time, cooks/food servers serve food in standard portions, move full serving containers to serving lines and remove empty containers. Perform standard cross panning procedures, maintaining proper temperatures on serving lines. Set up and close down serving lines in accordance with the Food Service

Production Log. Performance is unacceptable when 1% or more of the performance objective is not met.

Method of Surveillance: Periodic Surveillance and Random Sampling. The QAP will verify the contractor understands the level of effort in every instance. The QAP will conduct an initial walk through at the time of implementation. The QAP will verify an agreed upon number of cooks/food servers on a weekly walk through.

SS-8 Performance Objective: The contractor shall ensure repairs on any major/minor dining facility equipment be initiated/completed within the following time frames. (PWS paragraphs 1.9. – 1.9.6., and 4.4.3.)

ROUTINE: Initiate within 24 hours – Repair within 96 hours

URGENT: Initiate within 12 hours – Repair within 48 hours

EMERGENCY: Initiate within 1 hour – Repair within 24 hours

Performance Threshold: 95% of the time. Performance is acceptable when

95% of the time, the contractor provides any major/minor maintenance on equipment to include repair of all government-furnished equipment and replacement of component parts, hood exterior/interiors, and water faucets.

The contractor is required to obtain the required cost estimates within 48 hours to the FSO on any equipment repair exceeding $500 (including material and labor costs). Performance is unacceptable when 6% or more of the performance objective is not met.

Method of Surveillance: Periodic Surveillance. The QAP will verify entries in the contractor log are made on 100% of the emergency repairs, and on weekly walkthroughs for routine and urgent repairs. The QAP will also ensure that the contractor obtained the required cost estimates for equipment exceeding a repair cost of $500. The QAP is also required to verify the equipment repair is entered into the contractor’s log.

Periodic (Weekly) Surveillance – One (1) meal period per week, to be

SS-9 Performance Objective: The contractor shall develop and maintain a Quality Control Inspection System that encompasses all functions of the contract requirements. (PWS paragraph 1.13 – 1.13.2.4.)

Performance Threshold: 100% of the time.

Method of Surveillance: Periodic Surveillance. The QAP will, at least quarterly, review the contractor’s inspection records, reviewing the contractor’s audit and inspection records, specifically the number of observations made, the number and type of deficiencies found, and the nature of the corrective action taken. The QAP will also ensure that Quality Control reports are generated on a monthly basis, to include details of the deficiencies and corrective actions taken and that metrics accurately reflect the contractor’s performance. (PWS Paragraphs 1.14) Periodic (Monthly) Surveillance – One (1) review of the Contractor’s inspection records, at least monthly, to ensure the contractor is providing the required oversight and quality control to ensure contract compliance.

6. CONTRACT QUALITY REQUIREMENTS

6.1. Quality Control Program. The Contractor's Quality Control Program requirements are defined in Paragraphs 1.13. of the Performance Work Statement (PWS). The Contractor shall establish, through an independent function, a Quality Control Plan (QCP) that implements procedures to identify and prevent defective services from recurring. The QCP must provide for the appropriate controls of service characteristics and attributes from contract start and include inspection and test criteria, methodology and data that is used to verify/validate conformance to acceptance criteria established for the contract. As a minimum, the contractor shall develop quality control procedures that address the areas identified in the Services Summary (SS), Section 5 of this plan.

7. SURVEILLANCE METHODS

7.1. Purpose. This section details the method(s) to be used in verifying contractor compliance with the contract requirements. The key elements of this process are the contractor's quality control program and government requirements (SS-1 thru SS-9) identified in the Services Summary (Section 5). The requirements dictate the minimum inspection requirements the government must accomplish. This Performance Plan (PP) provides the procedures on how to conduct these inspections.

7.2. Periodic Surveillance. Periodic Surveillance is the type of surveillance that is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis. Selecting this tool to determine a contractor’s compliance to contract requirements can be quite effective and allows QA Personnel to establish confidence or lack of confidence in the contractor while not consuming a significant amount of time. An example of periodic surveillance is weekly inspections when QA Personnel choose the location and time in other than a statistically random basis.

7.3. Random Sampling. Random Sampling is an appropriate method for frequently recurring tasks. A typical use of this surveillance method is lot size sampling. Initially, QA Personnel will evaluate randomly selected samples of the activity to determine the acceptability of the entire requirement. This method of surveillance reduces the time QA Personnel must spend on surveillance duties, and yet it still gives a reasonably accurate picture of a service’s overall acceptability. The random sampling is statistically based and assumes the government receives acceptable performance by the contractor if a given percentage or number of scheduled inspections is found to be acceptable. The results of our inspection will determine the government’s next course of action. For example, if performance is marginal or unsatisfactory, we need to document that inspection finding and begin corrective action. If performance is acceptable, we document this finding as well and may reduce the sample size or sampling frequency.

7.4. Customer Complaints. Customer complaints and comments can be a way to validate information obtained through other sources. They may also provide a basis for an incentive payment to the contractor. However, customer complaints are likely to be subjective and may not always relate to actual requirements of the contract; therefore, they need to fully validated. Customer complaints and comments are useful in those areas that do not lend themselves to other types of surveillances.

8. SURVEILLANCE APPROACH. To facilitate the surveillance of the contractor's quality control program, government personnel will verify contractor compliance with designated performance objectives. The requirements will be verified by the Food Service Manager (FSM) or the Quality Assurance personnel (QAP). The specific procedures to be followed in verifying the requirements are delineated in this plan (Section 5). It is the responsibility of the Functional Commander/Director (FC/FD) and QAP to review the requirements to assess their applicability and recommend the addition or subtraction of requirements as conditions warrant. The intent of this Performance Plan (PP) is to gain confidence in the contractor's way of doing business and then adjusting the level of oversight to a point that maintains that confidence. With this intent, the PP is considered a “living document” which should be periodically reviewed and updated by the MFT, as necessary, throughout the duration of the contract.

8.1. Deficiency Reporting. The QAP will provide a copy of any surveillance/inspection report to the contractor's quality assurance representative or Program Manager to afford him/her the opportunity (usually 3-5 calendar days) to correct the deficiency. The QAP will evaluate the contractor's action in correcting the cited deficiency and assure effective and timely corrective action is being obtained.

9. DOCUMENTATION REQUIREMENTS

9.1. QAP Surveillance Documentation. Documentation is required to record, evaluate, and report contractor's performance. This documentation provides the Contracting Officer with contractor status as it applies to the performance criteria. Every effort should be made to make this report developed by the QAP, to the Contract Administrator (CA) and Contracting Officer (CO), as accurate as possible. The QAPs are required to maintain accurate records of the contractor's performance and keep the FC/FD informed, as well. This QAP documentation will be used at the end of each contract period, to complete an annual Contractor Performance Assessment Report (CPAR), also referred to as the contractor’s annual “report card”.

9.2. Surveillance Record. QA Personnel must document surveillance as it is being conducted. The documentation is an important component of the official Air Force record of the contractor’s performance. QA Personnel may use any locally devised form to record their observations of the contractor’s performance. It is suggested the following information be included:

· Contract paragraph number referencing the requirement

· Short description of the requirement being surveyed

· Method of surveillance and observation

· Date, time and location of the surveillance

· Results of the surveillance

· Signature and title of individual performing the surveillance

9.3. Monthly Inspection Schedules. On a monthly basis, QAPs are required to develop a monthly inspection schedule using AF Form 801 (Quality Assurance Evaluator Schedule) or a locally developed form. This schedule must be completed no later than seven (7) calendar days before the beginning of the period it covers. The QAP must give one (1) copy of the schedule to the Contract Administrator before the start of the surveillance period. A copy of the inspection schedule(s) should also be provided to the FC/FD, as he/she is responsible for ensuring that the appointed QAPs are conducting monthly surveillance/inspections and documenting the results to ensure performance is compatible with contract and mission objectives.

9.4. QAP File/Folder. A file/folder must be developed and maintained by each individual who is assigned to accomplish Quality Assurance (QA) duties for a particular contract. The file/folder is typically contained in a hardcopy, but may be maintained in a computer database provided there is adequate back up of the data to preclude accidental loss. The QAP file/folder must contain the following documents --

9.4.1. Copy of QAP Nomination/Appointment Letter

9.4.2. Copy of this Performance Plan (PP)

9.4.3. Copy of the Contractor’s Quality Control Plan (QCP)

9.4.4. Monthly Inspection Schedule (AF Form 801)

9.4.5. CO’s Letter to Contractor of QAP Appointment/Duties

9.4.6. Copy of the Contract (including ALL modifications)

9.4.7. Records of Inspections/Surveillances

9.4.8. Memos for Record, Correspondence, etc,.

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