Refuse_Perf_Plan_12-6-12.doc

Quality Assurance Surveillance Plan – Refuse Collection and Recycling Services

PERFORMANCE PLAN

for

REFUSE COLLECTION and

RECYLCING SERVICES at SHAW AFB

Shaw AFB

Sumter SC

Date: 6 December 12

Signature (Functional Commander)

Date:

Table of Contents

1.0 GENERAL……………………………………………………………………………………….……1

2.0 Performnace Thresholds………………………………………………………………….1

3.0 Method of Surveillance…………………………………………………………………. 2

4.0 Corrective Actions for Unsatisfactory Evaluations…………….……….…2

5.0 Quality Assurance File………………………………………………………..………….…3

6.0 Appendix………………………………………………………………………………..…………..4

Appendix A – Quality Assurance Evaluation Checklist…………………...…………..………... i

Appendix B - Customer Complaint Record………………………………….……………………. iii

1.0 GENERAL

The Performance Plan has been developed to provide a logical and consistent method for evaluating Contractor performance. The Contracting Officer (CO), Quality Assurance Personnel (QA Personnel), Facility Manager, and Contractor will refer to this plan for clarification in evaluating each of the requirements in the Performance Work Statement (PWS). The Performance Plan identifies a combination of the performance threshold, surveillance methods, standards, and frequencies that adequately assures the Government of satisfactory Contractor performance.

The Performance Plan is based on the requirement that the contractor is responsible for the management and quality control actions necessary to meet the terms of the contract. Surveillance activity performed by the Government is intended to provide sufficient assurance to justify acceptance/rejection of the contractor’s services. Based on quality data trends, the frequency and methods of Government surveillance may be changed. The methods of surveillance recognize that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. Good management and use of an adequate quality control plan will allow the contractor to operate within the specified surveillance requirements. QA Personnel are to be objective, fair, and consistent in evaluating contractor performance against the standards. Failure to provide quality services could result in termination of the contract.

The contractor is encouraged to manage costs and resources effectively while meeting government expectations. The Government will not monitor collection/recycling frequencies, only the expected results using the Quality Assurance Evaluation Checklist (QAEC) – see Appendix A. This Performance Planu 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.

2.0 Performace Thresholds

SDS 1

Collect Municipal Solid Waste in accordance with the established schedule.

SDS 2

Container maintenance and repair. Trucks should be washed and free of odors.

SDS 3

Recycling Collection Base.

SDS 4

Public/Common use Trash Receptacles collection.

SDS 5

Paint/Maintenance of Containers

SDS 6

Process and Market Recyclable Materials.

SDS 7

Special Events

SDS 8

Operate Recycling Center

SDS 9

Perform Unscheduled collections required by the contracting officer in accordance with paragraphs 1.1 and 1.3

SDS 10

Reports and Records

SDS 11

Implement Quality Control Plan

3.0 METHOD OF SURVEILLANCE

3.1 Quality Assurance Evaluation Checklist (QAEC)

The QA Personnel must inspect by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in the PWS. The QA Personnel will use the QAEC (Appendix A) to record the periodic surveillances.

The QAEC allows the QA Personnel to prioritize which PWS categories are most important, or are non applicable to the services under surveillance. For each PWS criteria, the contractor will receive either a satisfactory (pass) or unsatisfactory (fail) mark.

The Contractor’s Quality Control Plan (QCP) referenced in PWS paragraph 2.3. will identify the surveillance schedules and locations.

Results of the surveillance then become the official Air Force record of the contractor’s performance. When a surveillance observation indicates unacceptable performance, it must be recorded on the QAEC. Any nonconformance with contract requirement is a “defect”. The term “defective” is used in reference to a service output that does not meet the standard of performance specified in the contract for that service.

The contractor is encouraged to use the best means of resources to save both time and money in completing the required services while meeting the performance thresholds.

3.2 Periodic Surveillances. This method employs a “spot check” style of evaluation. 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. Periodic surveillances will be scheduled for all services identified in the PWS’s Service Delivery Summary Performance Objectives.

For periodic Surveillances, the QA Personnel will use the QAEC as the evaluation tool. The QAEC recommends maintenance frequencies; however, these are only recommendations and the contractor will not be penalized for varying frequencies as long as the standard of performance meets the established criteria. It is at the contractor’s discretion how to best utilize resources to maintain the required standards.

The QA Personnel will rate the contractor based on the collection/maintenance services listed on the QAEC. The services will either be ranked as satisfactory (pass) or unsatisfactory (fail) when compared to the performance evaluation criteria.

3.3 Customer Complaints. Customer complaints will supplement the QAEC during the QA Personnel’s evaluation effort.

The QA Personnel will receive and investigate complaints. The QA Personnel shall be responsible for initially validating customer complaints. The CO shall make final determination of the validity of customer complaint(s) in cases of disagreement with the QA Personnel and the contractor. Valid customer complaints may be used as the basis for adverse action against the contractor. In such cases, the Inspection of Services Clause becomes the basis for the CO’s actions. Again, the preferred method of correcting the defect is re-performance of the action or service at no additional cost. Validated customer complaints will be rectified within a 24-hour time frame.

4.0 Corrective Actions for Unsatisfactory Evaluations

When performance according to the periodic inspection is determined unacceptable, the QA Personnel must inform the contractor’s on-site representative that performance is unacceptable and why, and request his or her initials and date on the QAEC form. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If the contractor chooses to dispute the results of surveillance, the QA Personnel must refer the matter to the CO. The contractor has 24 hours to rectify validated unsatisfactory performance.

If at any time during the performance period the results of a surveillance show that the contractor’s performance does not meet the PWS and has not been or cannot be satisfactorily re-performed, and the QA Personnel determines that it is not Government caused, the QA Personnel will initiate an AF Form 714, Customer Complaint Record and submit it, along with the QAEC recording the unacceptable performance, to the CO.

If services are unacceptable, the QA Personnel will complete appropriate documentation (QAEC) to record the defect. The QA Personnel will make a determination for the type of re-performance notification and verbally notify the contractor of the defect and expected re-performance. The QA Personnel will note the disposition and resolution of the defect on the QAEC form. The QA PERSONNEL will re-inspect the service area after the contractor has re-performed and note on the original QAEC. If services are acceptable, the QA Personnel will fax a completed QAEC form to the contractor and attempt to obtain contract manager’s initials. The completed QAEC form will be forwarded to CO. If re-performance for the defect is still unacceptable, the QA Personnel will document findings on Customer Complaint Record and forward to the CO for action. When unsatisfactory services cannot be corrected by re-performance, the government may:

4.1 Require the Contractor to take necessary action to ensure future performance conforms to contract requirements.

4.1.2 Reduce the contract price to reflect the reduced value in services performed.

4.2 If the contractor fails to promptly re-perform the services, or to take the necessary action to ensure future performance in conformity with contract requirements, the government may:

4.2.1 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:

4.2.3 Issue Cure Notice.

4.2.4 Issue Show Cause.

4.2.5 Terminate the contract for cause.

5.0 Quality Assurance File

A Quality Assurance File will be established and maintained by the QA Personnel for this contract. As a minimum, the file will contain the following:

· A copy of the contract, including delivery orders and modifications

· Government Performance Work Statement (PWS)

· Government Performance Plan

· Contractor Quality Control Plan (QCP)

· Contract-related correspondence

· Surveillance Schedules

· Nonconformance Reports (QAEC or Customer Complaint Record)

· QA Personnel Appointment Letters

· QA Personnel Phase I and Phase II Training Documentation

· QA Personnel Delegation of Duties Letter from the Contracting Officer

· Receiving Reports/Acceptance of Services

Documentation of Completion of Training

6.0 Appendix

Appendix A – Quality Assurance Evaluation Checklist

Appendix B - Customer Complaint Record

Appendix A – Quality Assurance Evaluation Checklist

PWS 1.-1.1.1

Base wide Collections:

Base Refuse , Recycling Collection

1. Base refuse containers emptied in accordance with collection schedules and PWS.

2. Base Recycling Containers emptied in accordance with collection schedules and PWS.

3. Containers are maintained in a sanitary manner relatively free of dirt, debris, odor and leak proof.

4. Any spills, debris, litter or waste caused from the collection of refuse was picked up, including trash within 10-foot radius of the container.

5. Closed and locked any fenced enclosure or locked gate.

PWS 1.4.

Container Maintenance and Repair

1. The contractor shall maintain all containers, with the exception of MFH, to ensure they are leak-proof, rust-free, and reasonably free of odor, dirt, and debris.

2. All containers shall be maintained to comply with base appearance standards and shall be painted every two years in accordance with industry standards.

3. Refuse containers at food establishments shall be cleaned, disinfected and deodorized once monthly and all others containers shall be cleaned semi-annually.

PWS 1.1.5

Roll-Off Containers

1. Provide Roll-Off containers within 24 hours of notification.

2. Contractor shall recycle or dispose of all CD at a permitted landfill or recycling facility.

3. Tallied weight totals monthly for the monthly solid waste and Recycling Report

PWS 1.2-1.2.5

Base Recycling Center

1. Provide manning for the Base Recycling Center

2. Processing and marketing of recyclable materials.

3. Bulk trash collected as required and disposed of at the appropriate permitted landfill.

PWS 1.3

Off-Base Disposal

1. Contractor shall transport and dispose of all solid waste and bulk garbage at licensed off base permitted sanitary landfill.

2. All recyclable materials shall be disposed of at an off base recycling processing center.

PWS 1.1.10.

Weighing of Vehicles

2. Contractor provided weight receipts to QA Personnel.

1. The contractor shall provide, no later than the 5th workday of the month, a monthly Solid Waste and Recycling Report detailing total tonnages for refuse, yard waste and recycling materials. Original weigh tickets shall accompany the invoice.

2. For recycling materials, the contractor shall submit original weigh tickets, a monthly report indicating the commodity description, tonnage, the gross proceeds received by type of item recycled, and name of the marketer /vendor.

Signature:

Signature:

Appendix B - Customer Complaint Record

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)

*Note: Will be removed at time of award.

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