Att_5_-_QualityAssuranceSurveillancePlan.pdf

MULTI-FUNCTIONAL TEAM

(MFT)

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR

CONTRACTED TRAINING FLIGHT SERVICES

(CTFS)

RFP FA4819-16-R-4001

TYNDALL AFB FL

9 March 2016

Table of Contents

1.0. SERVICE OBJECTIVE 4

2.0. MULTI-FUNCTIONAL TEAM (MFT) 4

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP) GOALS

2.1. QUALITY WORKMANSHIP & EFFICIENCIES 4

2.2. EXCELLENT CUSTOMER SERVICE 4

2.3. PWS COMPLIANCE 4

3.0. MFT MEMBERS, ROLES, AND RESPONSIBILITIES 4

3.1. MFT ACQUISITION TEAM DUTIES AND RESPONSIBILITIES 4

3.2. COR MANAGEMENT 5

3.3. QUALITY ASSURANCE PROGRAM COORDINATOR (QAPC) 6

3.4. CONTRACTING OFFICER (CO) 6

3.5. CONTRACT ADMINISTRATOR (CA)/CONTRACT SPECIALIST 6

3.6. CONTRACTING OFFICER’S REPRESENTATIVE (COR) 7

3.7. TECHNICAL SPECIALIST/FUNCTIONAL EXPERT 8

3.8. CONTRACTOR 8

3.9. OTHER EXPERTS/ADVISORS 9

4.0. GOVERNMENT QUALITY ASSURANCE APPROACH 9

4.1. PURPOSE 9

4.2. SURVEILLANCE PROCEDURES 9

4.3. QUALITY ASSURANCE (QA) FILE 10

4.4. SURVEILLANCE METHODS 11

4.5. CAPTURING SURVEILLANCE FOR PAST PERFORMANCE ASSESSMENT 11

REPORTING

4.6. PAST PERFORMANCE INFORMATION 13

4.7. SERVICES SUMMARY 13

4.8. PROCEDURES FOR SURVEILLANCE OF NON-SS ITEMS 14

4.9. PERFORMANCE DEFICIENCIES 14

4.10. ACCEPTANCE/CERTIFICATION OF SERVICES 14

5.0. PERFORMANCE MANAGEMENT 15

5.1. MARKET RESEARCH 15

5.2. PERFORMANCE IMPROVEMENT MEASURES 15

5.3. RELATIONSHIP BUILDING 15

5.4. DISPUTE RESOLUTION 15

6.0. ATTACHMENTS 16

ATTACHMENT 1: QUALITY ASSURANCE (QA) FILE 17

ATTACHMENT 2: PERIODIC SURVEILLANCE REPORT 18

ATTACHMENT 3: COR SURVEILLANCE ASSESSMENT REPORT 19

ATTACHMENT 4: COR MID-TERM PAST PERFORMANCE ASSESSMENT 21

REPORT

1.0. SERVICE OBJECTIVE. To provide quality Contracted Training Flight Services

(CTFS) in accordance with the Performance Work Statement (PWS).

2.0. MFT QUALITY ASSURANCE SURVEILLANCE PLAN GOALS

2.1. Quality Workmanship and Efficiencies. The government expects quality workmanship in all services performed. New components shall meet or exceed existing components in terms of manufacture and quality. All work shall be performed in accordance with applicable federal, state, and local laws and regulations unless otherwise stated in the PWS.

2.2. Excellent Customer Service. The contractor shall ensure all work is performed in accordance with standard commercial practices, manufacturer’s recommendations, and applicable federal, state, and local rules and regulations.

2.3. PWS Compliance. Ensure the contractor meets all provisions of the PWS.

3.0. MULTI-FUNCTIONAL TEAM (MFT) MEMBERS, ROLES, AND

RESPONSIBILITIES.

3.1. MFT DUTIES AND RESPONSIBILITIES

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

3.1.2. Provide support to senior leadership as required (i.e., performance metrics, data, briefings). Provide reports and early warnings of significant variances in cost, schedule, or performance to senior leadership. Complete annual performance reviews in accordance with the Annual Execution Review (AER) MAJCOM Services Program Health Template.

3.1.3. Research the commercial market to ensure the MFT is using the most efficient and effective assessment methods, techniques, and best commercial practices in performance of the contract.

3.1.4. Develop, implement, and execute a performance-based acquisition strategy, to include performance metrics that support a higher level of contract performance, fosters synergistic partnerships, accommodates changing or unforeseen mission needs, and leverages commercial best practices. Ensure the acquisition strategy aligns mission performance needs with performance-based work statements and acquisition approaches designed to deliver the desired mission support results.

3.1.5. Manage risk to ensure mission performance is within cost and schedule constraints.

3.1.6. Develop, implement, and execute 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.

3.1.7. Plan, program, and budget adequate funds to ensure the execution is within the approved funding baseline.

3.1.8. Develop, implement, and manage milestones to ensure the acquisition supports mission requirements within the approved funding baseline.

3.1.9. Identify 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 Quality Assurance Surveillance Plan to implement initiatives, and monitoring the success of implementation.

3.1.10. Assess and manage contractor performance data to include submitting Contractor

Performance Assessment Reporting System (CPARS) reports.

3.1.11. Develop, implement, and execute performance measurement and management in accordance with this Quality Assurance Surveillance Plan.

3.1.12. Ensure 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.

3.1.13. Approve the deviation at paragraph__ of this Quality Assurance Surveillance Plan (if applicable). Contracting Squadron Commander and Functional Commander signature on this

Quality Assurance Surveillance Plan indicate approval of deviation.

3.2. COR MANAGEMENT

3.2.1. Is responsible for the development and delivery of the requirements package in order to ensure timely award of the contract.

3.2.2. Nominates two (2) Contracting Officer Representatives (CORs) to satisfy surveillance requirements of the contract, in writing. The two CORs do not require identification of Primary and Alternate, but may at the unit’s discretion. The FC/FD may endorse the nomination at their discretion.

3.2.3. Periodically reviews surveillance documentation submitted by the COR to determine adequacy and quality of surveillance.

3.2.4. Rates the performance of COR duties as part of the performance assessment throughout the period of the contract.

3.2.5. The Functional Commander/Director is the CPAR Assessing Official for this contract, and is responsible for validating the Contractor Performance Assessment Report when it is due.

3.3. QUALITY ASSURANCE PROGRAM COORDINATOR (QAPC)

3.3.1. QAPC advises team members on all quality assurance issues for the requirement.

3.3.2. If required, advises team on all Contractor Performance Assessment Reporting issues.

3.3.3. Assists the functional area in preparing the Performance Work Statement and the

Quality Assurance Surveillance Plan.

3.3.4. Conducts and provides review of “draft” Contractor Performance Assessment Report

(CPAR) for compliance with the Air Force Contractor Performance Assessment Reporting

System (CPARS) Guide prior to submission to Assessing Official (Functional

Commander/Director) in CPARS.

3.4. CONTRACTING OFFICER (CO)

3.4.1. Forms the acquisition milestones for the acquisition process jointly with COR

Management.

3.4.2. Ensures acquisition processes, i.e., market research, gathering of past performance information (PPI), source selection, solicitation, evaluation, and award are aggressively performed.

3.4.3. After contract award, ensures the MFT convenes 6 months after contract award or exercising an option to determine whether recompetition is required.

3.4.4. A duly appointed CO is the only individual authorized to enter into, administer, and/or terminate contracts and make related determination and findings.

3.4.5. The CO is the only individual that is authorized to delegate (delegation must be in writing) specific contract administration duties to other individuals. This includes the COR.

3.4.6. The CO ensures oversight and control of contracting actions.

3.4.7. CPARS ADMINISTRATION. The CO is responsible for reviewing and providing inputs/recommendations, if warranted, to the COR responsible for writing the initial draft of the

CPAR

3.5. CONTRACT ADMINISTRATOR (CA)/CONTRACT SPECIALIST

3.5.1. Performs acquisition processes, i.e. market research, gathering of past performance, source selection, solicitation, evaluation, and award.

3.5.2. Assesses the necessity of recompetition even though there may be remaining options.

3.5.3. Coordinates all contract actions decided by the contracting officer and COR

Management or COR.

3.5.4. Assists coordination between COR Management, COR, and Quality Assurance Program

Coordinator (QAPC) on all COR and COR Management training requirements and

PWS/Quality Assurance Surveillance Plan development.

3.5.5. Provides finalized Quality Assurance Surveillance Plan to the QAPC.

3.5.6. Maintains contract file and ensures all required documentation is in the file and current.

3.5.7. Contract Administrators/Specialists review first draft of CPAR prior to submission to

Assessing Official and provide input/comments/advice to COR/initial drafter of CPAR.

3.6. CONTRACTING OFFICER’S REPRESENTATIVE (COR)—Previously called

QAP, QAE, COTR, and QAS personnel

3.6.1. Assists COR Management in preparing the Performance Work Statement. Generally, the COR is the primary author/ coordinator for development of the PWS.

3.6.2. COR is the primary author of and coordinator for the development of the Quality

Assurance Surveillance Plan unless COR Management dictates otherwise.

3.6.3. COR shall be familiar with contract terms and conditions.

3.6.4. COR will request additional training, if needed, from the CO.

3.6.5. COR will monitor, assess, and document the contractor’s performance in accordance with this Quality Assurance Surveillance Plan. COR will note and document acceptable and unacceptable performance.

3.6.6. COR shall maintain a surveillance folder/binder containing a copy of this Quality

Assurance Surveillance Plan, along with all surveillance reports, contract documents, and correspondence.

3.6.7. Notify the Contracting Officer of any significant performance deficiencies.

3.6.8. Provide any recommendations to improve the Quality Assurance Surveillance Plan or performance work statement.

3.6.9. COR shall submit surveillance reports/documentation to the CA for review on a monthly basis (Attachment 3). If service is performed less frequently, report will be submitted on a quarterly basis – at CO’s discretion.

3.6.10. COR shall perform/assist in gathering past performance, and evaluating proposals, taking into consideration quality assurance/control issues/perspectives throughout the life cycle of the acquisition.

3.6.11. If the COR is also the technical specialist from the functional area, he/she will assist in gathering market research relative to the technical aspects of the requirement and will evaluate trade-offs.

3.6.12. Ensure the contractor complies with the requirements of FAR Clause 52.222-50(c), (d), and (f) regarding Combating Trafficking in Persons.

3.6.13. The COR is responsible for accomplishing the first draft of the Contractor Performance

Assessment Report for this contract. The assessment will be based on objective data or measurable subjective data, per the DoD CPARS Guide. Local Policy is established – coordination will be given through milestones by the Tyndall AFB CPARS Focal Point

(QAPC).

3.7. TECHNICAL SPECIALIST/FUNCTIONAL EXPERT

3.7.1. Assist in gathering market research relative to the technical aspects of the requirement throughout the acquisition life cycle.

3.7.2. Evaluates past performance, price, and technical trade-offs throughout the acquisition life cycle.

3.8. CONTRACTOR

3.8.1. The contractor shall control the quality of services and/or supplies. The Contractor is responsible for performing or having performed all inspections and tests necessary to substantiate that the services furnished under this contract conform to contract requirements.

3.8.2. The contractor shall tender to the government for acceptance only those services or supplies that conform to contract requirements.

3.8.3. Quality Control Plan (QCP). The contractor shall maintain their own internal commercial quality control program/procedures identifying all aspects of work. The plan shall sufficiently identify procedures to prevent recurrence of defective services and ensure the

Government receives quality services in performance of this PWS. Should there be instances of repeated unsatisfactory performance, the quality control plan and supporting documentation may be requested by the government for review. Complete records of all inspection work performed by the Contractor shall be maintained and made available to the Government during contract performance and for as long afterwards as the contract requires. Contractor shall provide an electronic and hard copy of the QCP to the CO for review and acceptance. Any revision to the QCP shall also be submitted to the COR and COR Management.

3.9. OTHER EXPERTS/ADVISORS (as required) to provide advice and guidance, i.e., Small Business Specialist, Legal, Finance, Security Forces, Safety, etc.

4.0. GOVERNMENT QUALITY ASSURANCE APPROACH, METHODS, and TOOLS

TO ASSESS CONTRACTOR PERFORMANCE

4.1. PURPOSE. This section of the Quality Assurance Surveillance Plan will be used as a guide to Government Contracting Officer’s Representative (COR) and COR Management. It provides a systematic method to evaluate the services the contractor is required to furnish. The

Surveillance/Evaluation Methods identified in this Quality Assurance Surveillance Plan, in concert with the Contractor’s Quality Control Procedures, will assure the Government of acceptable contractor performance.

4.1.1. The Quality Assurance Surveillance Plan is intended to be a “living document.” That is, it should be revised or modified as circumstances warrant throughout the contract period.

Following contract award, this document should be reviewed by the COR to ensure that it will work cooperatively with the Contractor’s Quality Control Plan, but not duplicate its provisions.

4.1.2. The contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance to ensure contract standards are achieved.

4.1.3. Revisions to the Quality Assurance Surveillance Plan: Revisions to this plan are the responsibility of the functional area and must be coordinated through the Contracting Officer and the Quality Assurance Program Coordinator.

4.2. SURVEILLANCE PROCEDURES

4.2.1. Performing Surveillance. Actual surveillance must be done as stated in this Quality

Assurance Surveillance Plan. Surveillance includes scheduling, observing, documenting, and resolving performance issues discovered through surveillance.

4.2.2. Scheduling Surveillance. The Contracting Officer’s Representative (COR) assigned to this contract is responsible for developing a monthly schedule of surveillance activities based on the Quality Assurance Surveillance Plan’s requirements. The schedule should be completed not later than 7 calendar days before the beginning of the period it covers. The COR must give one copy of the schedule to the contract administrator before start of the surveillance period.

Computer-generated or locally devised forms may be used. Note: scheduling of surveillance does not apply to customer complaint or customer survey surveillance.

4.2.3. Observing Contractor Performance. The COR must inspect task performance 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 the performance meets the standards contained in the contract.

4.2.4. Documenting Surveillance

4.2.4.1. Documentation is required to record, evaluate, and report contractor’s performance.

This documentation provides the contracting officer and contract administrator with contractor status as it applies to the performance criteria. Every effort should be made to make this report to the CO and CA as accurate as possible. The COR is required to maintain accurate records of the contractor’s performance and keep COR Management informed of all data pertaining to contractor status. Documenting surveillance is of major importance to the total process of surveillance. The contracting officer and contract administer cannot properly administer the contract without documentation of actual surveillance.

4.2.4.2. All documentation resulting from surveillance must be made part of the contract file.

The COR must keep the documentation files during the surveillance period, but either monthly or at the conclusion of the contract, as directed by the contracting officer, the COR must give the files to the contracting officer for inclusion in the official contract file.

4.3. QUALITY ASSURANCE (QA) FILE. A QA file must be developed and maintained by the COR assigned to accomplish QA for a performance requirement. The 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 folder must contain as a minimum, the following documents and be set up using the QA File Index (Attachment 1).

4.3.1. Quality Assurance Surveillance Plan. Maintain a copy of the Quality Assurance

Surveillance Plan.

4.3.2. Appointments. Request for COR Letter, COR Nomination Letters, and CO’s

Designation of COR Letter to the COR acknowledged by the COR and Contractor. Training

Certificates are also included here.

4.3.3. Contract Documents. The contract with all modifications, directive documents references, pertinent terms defined by the contract, equipment listings, and PWS.

4.3.4. Meeting Minutes.

4.3.4.1. Multi-Functional Team Meeting Minutes. Minutes are the responsibility of the contract administrator/specialist. Minutes shall be provided (email) to all team members, to include members that did not attend the meeting within 5 days. The COR shall maintain a copy of the minutes in the QA folder.

4.3.4.2. Monthly or Periodic Performance Meeting Minutes. The COR, Contractor (or representative), Contract Administrator, and CO (when warranted) will meet monthly or periodic as necessary to discuss contract performance, resolve issues, discuss customer complaints, and provide positive interaction and feedback to all parties. Minutes are the responsibility of the contract administrator/specialist. The CA must provide a copy of the minutes to the COR to be maintained in the QA folder. (A meeting should occur at least annually to adequately justify performance assessment ratings and exercise option years; mid-point is recommended for feedback and opportunity for corrections if necessary.)

4.3.5. Surveillance Documentation. All surveillance documentation—acceptable and unacceptable—is to be maintained in this section. Types of surveillance documentation may include periodic surveillance reports (local format [Attachment 2 or Performance Assessment

Report (PAR)]), corrective action reports (CARs), customer complaint records (CCRs) (both active and resolved), monthly surveillance summaries, trend analysis, etc. In addition, all paperwork/memos for record (MFR) that support the documented surveillance should be kept in this section as well. The types of 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, MFRs of phone conversations, email messages, etc. For unacceptable contractor performance, this section may have COs inputs/determinations, cure notices, and show cause letters and any other documentation that revolve around contractor performance exceeding performance thresholds (not meeting the minimum acceptable quality level or thresholds in the SS).

4.3.6. Past Performance Assessment Reports. Semi-annual Past Performance Assessment

Reports (PPARs) shall be filed in this section.

4.3.7. Customer Complaint Instructions. File your customer complaint training materials in this section. See paragraph 4.4.2.2. below.

4.3.8. Final Acceptance and Funding Issues. If not using the Wide Area Work Flow-Receipt and Acceptance method of accepting/certifying services rendered, keep a copy of the DD 250s or letter of acceptance for each month here. This is also the place to keep paperwork for future changes to the contract, i.e. addendums, Form 9s, options, etc that must be worked during the life of the contract.

4.4. SURVEILLANCE METHODS

4.4.1. Periodic Surveillance. Contracting Officer Representatives are to be objective, fair, and consistent in evaluating contractor personnel.

4.4.1.1. The COR will review documentation and/or observe accomplishment of

Performance Objective(s) to ensure the minimum Performance Threshold(s) has (have) been met for the respective Performance Objective(s).

4.4.2. 100% Inspection/Surveillance: One Hundred Percent Inspection is exactly what the title implies – inspecting a requirement every time it occurs.

4.5. CAPTURING SURVEILLANCE INFORMATION TO ASSIST IN MEETING

PAST PERFORMANCE INFORMATION REQUIREMENTS

4.5.1. Past Performance Assessment Report (PPAR). At the midpoint of each period of performance (POP), the COR is required to complete a narrative summary of contractor past performance for the first half of the POP. The data will be used by the Contractor Performance

Assessment Reporting System (CPARS) Assessing Official to complete the Evaluation and https://www.safaq.hq.af.mil/contracting/affars/5353/community/Performance%20Assessment%20Report%20(PAR)%20-%20Feb%2005.doc https://www.safaq.hq.af.mil/contracting/affars/5353/community/Corrective%20Action%20Report%20(CAR)%20Template%20-%20Feb%2005.doc https://www.safaq.hq.af.mil/contracting/affars/5353/community/Customer%20Complaint%20Record%20Template%20-%20Feb%2005.doc

Narrative Blocks of the CPARS report. The COR will forward the narrative to the CO addressing all of following assessment elements:

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

4.5.1.2. 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).

4.5.1.3. Business Relations. Assess the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history of 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.

4.5.1.4. Management of Key Personnel. Assess the contractor’s performance in selecting, retaining, supporting and replacing, when necessary, key personnel.

4.5.2. Performance Ratings. The ratings used for the Past Performance Assessment Report are described by one of the following five adjectives: Exceptional, Very Good, Satisfactory, Marginal and Unsatisfactory. These terms are subjective and are not derived through use of any mathematical computations or formulas. The COR will rate each one of the above assessment elements explained in the paragraphs above, using one of the following ratings in their narrative summary. The criteria for each rating is reflected below:

4.5.2.1. Exceptional. Performance meets contractual requirements and exceeds many to the governments benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

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

4.5.2.3. 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.

4.5.2.4. 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.

4.5.2.5. 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.

4.6. PAST PERFORMANCE INFORMATION: Past performance will be based on data collected from periodic surveillance and customer complaint gathered throughout the year. All data will be maintained in the COR’s contract folder.

4.7. SERVICES SUMMARY:

SS Item

Number

Performance Objective PWS

Paragraph

Performance

Threshold

Method of

Surveillance

SS #1 Perform Scheduled

Missions

Appendix

B, Section

2.47

Mission Success Rate

90% for first six months, 95% for succeeding months

Periodic Surveillance

SS #2 Conduct a continuing and comprehensive safety program for both ground and flight activities.

1.10. No more than one

safety discrepancy per month and no more than three successive months

Periodic Surveillance

SS #3 Contractor shall comply will applicable environmental requirements at all times as directed in 32 CFR

Part 989, Environmental

Impact Analysis Process

(EIAP)

1.12 No more than one

infraction of non-complaince per quarter

Periodic Surveillance

SS #4 Provide monthly gas receipts

1.3.2.1. Maintain proposed

fuel burn rate (with a

5% variance)

100% Surveillance

4.8. PROCEDURES FOR SURVEILLANCE OF NON-SS ITEMS

All NON-SS items—that is, any provision/requirement stipulated in the PWS, but not included in the Service Summary—may be evaluated as necessary by the COR to ensure contractor is in compliance with the PWS. Customer complaints and periodic surveillance are the usual forms of surveillance for non-SS items. The use of sound judgment is necessary when evaluating non-SS items. These items were not included in the SS for a reason. Use objective and subjective reasoning when evaluating non-SS items.

4.9. UNACCEPTABLE PERFORMANCE/REPERFORMANCE PROCEDURES

4.9.1. The COR will document all findings using a Customer Complaint Record (CCR) form, Periodic Surveillance Report, or when necessary - Corrective Action Report initiated by the

COR or Letter of Concern initiated by the Contracting Officer. The COR shall verbally notify the Contractor’s Site Manager and/or the Quality Control Inspector (QCI) of the finding and provide a copy of the finding. The Site Manager and/or QCI shall respond with the following information: Contractor Response as to cause, corrective action, and actions to prevent recurrence. The COR will ensure the response is completed in its entirety, coordinated through the Contracting Officer, with a copy retained in the official contract file.

This information will be included when assessing the contractor’s overall performance (i.e.

Option Exercise, CPARS, Past Performance Questionnaires, etc.).

4.9.2. Deficiencies shall not exceed the performance thresholds cited in the SS for each performance objective.

“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. When the defects in services cannot be corrected by reperformance, the Government may –

(1) Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

(2) Reduce the contract price to reflect the reduced value of the services performed.”

4.10. ACCEPTANCE/CERTIFICATION OF SERVICES

4.10.1. Invoices and receiving reports shall be submitted electronically in accordance with

DFARS 232.7003 as authorized by FAR 52.212-4(g).

4.10.2. Services (including data deliverables) shall be accepted and certified via the Wide

Area Work Flow-Receipt and Acceptance website at https://wawf.eb.mil.

4.10.2.1. The contractor will electronically initiate the 2 in 1 invoice and electronically submit it to the COR.

4.10.2.2. The COR electronically submits the form to DFAS for payment.

5.0. PERFORMANCE MANAGEMENT

5.1. MARKET RESEARCH. Market research continues throughout the life cycle of the contract.

Through market research, the multi-functional team will further develop a comprehensive understanding of the marketplace, and identify best practices, (Researching the marketplace to remain current with most efficient and effective assessment methods and techniques; performing market research throughout the life of the contract to ensure team is knowledgeable of the commercial marketplace, etc.)

https://rmb.ogden.disa.mil/

5.2. PERFORMANCE IMPROVEMENT MEASURES. Monthly or Periodic Performance

Meetings as Necessary. The COR, Contractor (or representative), Contract Administrator, and

CO (when warranted) will meet monthly or periodically as necessary to discuss contract performance, resolve issues, discuss customer complaints, and provide positive interaction and feedback to all parties. This meeting MUST occur at least annually; recommended at the mid-point of the contract’s period of performance. The COR will provide a list of any unresolved deficiencies to the contractor's quality assurance representative to afford him/her the opportunity to show where the problem is already in the process of being worked. If evidence is shown where the contractor’s quality program has already documented the deficiency and timely corrective action is working the problem, the COR will follow up with the contractor’s quality control representative to ensure the deficiencies are remedied in a timely manner, in accordance with the PWS. All deficiencies associated with performance requirements listed on the SS, whether remedied by the contractor or not, will be included in the COR’s Monthly

Report regardless of who identified the deficiency. One of the primary goals of these meetings is to foster good communication, trust, and teamwork to resolve issues before they become significant challenges. The CA will provide a copy of the meeting minutes to all attendees within 5 workdays of the meeting.

5.3. RELATIONSHIP BUILDING. In the performance-based management process, performance improvement becomes a joint responsibility between the government stakeholders and the contractor. This assures input from both sides and increases involvement in the process, ownership results, and accountability for performance. To help cement this joint responsibility, and further performance improvement, multi-functional team meetings will be held at a minimum of once every 6 months.

5.4. DISPUTE RESOLUTION. The government’s policy is to try and resolve all contractual issues in controversy at the contracting officer’s level. Reasonable efforts should be made to resolve controversies prior to the submission of a claim. Agencies are encouraged to use

Alternate Dispute Resolution (ADR) to the maximum extent practicable. See Federal

Acquisition Regulation (FAR) parts 33.204 Policy through 33.214 Alternate Dispute

Resolution (ADR).

6.0. ATTACHMENTS: 4

1. Quality Assurance (QA) File Index

2. Periodic Surveillance Report

3. COR Surveillance Assessment Report

4. COR Mid-Term Past Performance Assessment Report

Attachment 1

QA File Index

Tab 1 Quality Assurance Surveillance Plan, signed by all MFT members

Tab 2 COR and COR Management Documentation

A. Request for COR Letters (from CO)

B. Nomination of COR Letters (from Unit)

C. COR’s QAPC-led COR Training Certificates

D. COR’s CO-led Contract-specific Training Certificates

E. Designation of COR Letters (from CO) to COR, with COR

Acknowledgement and Contractor Acknowledgement

F. COR DAU Training Certificates

G. COR Refresher Training Certificates

H. COR Management (Supervisor/Functional) Notification Letter (if required)

I. COR Management Training Certificates

Tab 3 Contract Documents

A. Contract with all Modifications

B. PWS

C. Contractor’s Quality Control Plan, accepted by the CO

Tab 4 Meeting Minutes Documentation

A. Minutes of Multi-Functional Team Meetings

B. Minutes of Monthly or Periodic Performance (Progress) Meetings

Tab 5 Surveillance Documentation (acceptable and unacceptable)

A. Periodic Surveillance Reports, Customer Complaints, 100% Inspection, etc.

B. Corrective Action Reports, Letters of Concern, and all supporting documentation

C. Cure Notice/Show Cause Letters and all supporting documentation

Tab 6 Past Performance Assessment Report (CPARS applicable)

Tab 7 Customer Complaint Instructions

Tab 8 Final Acceptance and Funding Issues

A. DD 250, Monthly Receiving Reports (N/A if using WAWF process)

B. AF Form 9, Funding Requests

C. Expenditure log

Attachment 2

Periodic Surveillance Report

Date/Time of Surveillance: ___________________________

COR: _________________________________________

Contractor: __________________________________ Contract Number ___________________

SS Item(s)/PWS Paragraph(s) Surveilled: ____________________________________________

Summary of Observations:

Actions taken to remedy discrepancies (if any noted):

Other comments (i.e. trends, positive points, etc.):

Attachment 3

(EXAMPLE)

COR Surveillance Assessment Report

Surveillance Period Covered: ____________________

COR: _______________________________

Contractor: __________________________ Contract Number: ___________________

________ The contractor has met all the requirements of the contract.

________ The contractor has not met all the requirements of the contract. These are summarized in this report and are supported by the COR periodic surveillance checklists and/or reports and customer complaints attached to this report.

Overview of Performance: (describe your overall perspective of the contractor’s performance. Tell what the contractor did or failed to do. Let the CA / QAPC Know if they are acceptable or not acceptable. Describe what you’re doing to resolve unsatisfactory conditions if you stated unacceptable performance.)

Corrective Action Requests (if any noted): (Describe any contract nonconformities

(verbal/written CARs issued), proposed corrective action, any help needed from the QAPC, Contracting Officer, etc.)

Areas of Concern: (List any items that you’re having difficulties with, any potential problems, concerns about the evaluation process, etc...Let the CA/ QAPC know that you need assistance.

Don’t wait until it’s too late and the auditors /IG visit you.)

Other comments (i.e. trends, positive points, change of personnel, etc.):

Cc: COR Management / Contracting Officer ____COR Signature_____

Attachment 3

COR Surveillance Assessment Report

Surveillance Period Covered: ____________________

COR: _______________________________

Contractor: __________________________ Contract Number: ___________________

________ The contractor has met all the requirements of the contract.

________ The contractor has not met all the requirements of the contract. These are summarized in this report and are supported by the COR periodic surveillance checklists and/or reports and customer complaints attached to this report.

Overview of Performance:

Corrective Action Requests (if any noted):

Areas of Concern:

Other comments (i.e. trends, positive points, change of personnel, etc.):

Cc: COR Management / Contracting Officer _______________________

COR Signature

Attachment 4

COR Mid-Term Past Performance Assessment Report

Mid-Term Report Covers _________________thru ____________________.

COR: ________________________________________________________

Contractor: ____________________________________________________

Contract Number: _______________________________________________

I am forwarding this report to the CPARS Assessing Official to summarize the contractor’s past performance over the first half of the period of performance being evaluated on the Contractor

Performance Assessment Report (CPAR). This period of performance covers the performance from _______ through _________. I have reviewed the past six months of reports from the past performance meetings to arrive at the following comments for the four assessment elements that will be included in the Annual Contractor Performance Assessment Report

(CPAR).

(1) Quality of Service. (Rating: ________) Assess the contractor’s conformance to contract requirements, specifications and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, safety, or health standards).

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

(3) Business Relations. (Ratings: ________) Assess the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history of reasonable and cooperative behavior, and customer satisfaction.

(4) Management of Key Personnel. (Rating: ________) Assess the contractor’s performance in selecting, retaining, supporting and replacing, when necessary, key personnel.

CONTRACTED TRAINING FLIGHT SERVICES (CTFS)

CONTRACT #: FA4819-15-C-____

MFT Quality Assurance Surveillance Plan

Signature Page

The contractor’s signature is not required. The contract will serve as the binding agreement.

COR Management Date

Contracting Officer Date

Quality Assurance Program Coordinator Date

Contracting Officer’s Representative Date

Contract Specialist/Administrator Date

Contractor (Post-award) Date