Atch_5_Draft_QASP.pdf

MULTI-FUNCTIONAL TEAM

(MFT)

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR

BASE OPERATIONS SUPPORT

Contract # FA4819-XX-C-XXXX

TYNDALL AFB, FL

9 August 2016

TABLE OF CONTENTS

1.0. SERVICE OBJECTIVE

2.0. MULTI-FUNCTIONAL TEAM (MFT)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP) GOALS

2.1. QUALITY WORKMANSHIP & EFFICIENCIES

2.2. EXCELLENT CUSTOMER SERVICE

2.3. PWS COMPLIANCE

3.0. MFT MEMBERS, ROLES, AND RESPONSIBILITIES

3.1. MFT ACQUISITION TEAM DUTIES AND RESPONSIBILITIES

3.2. COR MANAGEMENT

3.3. QUALITY ASSURANCE PROGRAM COORDINATOR (QAPC)

3.4. CONTRACTING OFFICER (CO)

3.5. CONTRACT ADMINISTRATOR (CA)/CONTRACT SPECIALIST (CS)

3.6. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

3.7. TECHNICAL SPECIALIST/FUNCTIONAL EXPERT

3.8. CONTRACTOR

3.9. OTHER EXPERTS/ADVISORS

4.0. GOVERNMENT QUALITY ASSURANCE APPROACH

4.1. PURPOSE

4.2. SURVEILLANCE PROCEDURES

4.3. COR FILE

4.4. SURVEILLANCE METHODS

4.5. CAPTURING SURVEILLANCE FOR PAST PERFORMANCE ASSESSMENT

REPORTING

4.6. PAST PERFORMANCE INFORMATION

4.7. SERVICES SUMMARY

4.8. PROCEDURES FOR SURVEILLANCE OF NON-SS ITEMS

4.9. PERFORMANCE DEFICIENCIES

4.10. ACCEPTANCE/CERTIFICATION OF SERVICES

5.0. PERFORMANCE MANAGEMENT

5.1. MARKET RESEARCH

5.2. PERFORMANCE IMPROVEMENT MEASURES

5.3. RELATIONSHIP BUILDING

5.4. DISPUTE RESOLUTION

6.0. ATTACHMENTS

1. COR Mid-Term Past Performance Assessment Report

2. COR File Documentation (Appendix B, CORT Tool User Guide)

1.0. SERVICE OBJECTIVE. To provide quality Base Operations Support (BOS) services to support the 325th Fighter Wing, tenant units and DoD agencies located at Tyndall AFB, Florida.

To provide all personnel, equipment, tools, materials, and supplies required to accomplish a broad range of (BOS) services and meet all requirements and responsibilities in accordance with the performance work statement (PWS) applying to operations and maintenance (sustainment).

Provide staff that is fully trained, qualified, certified, and licensed to meet local, state, DoD, and federal requirements including providing all necessary parts, tools, equipment, training (to include travel and per diem), and materials not specified as government furnished within the PWS. Focus on customer’s needs and consistently provide responsive, flexible, and cost effective service. Ensure quality work performance in accordance with (IAW) applicable standards, guidelines, and directives

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

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

3.1.3. Researches 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. Develops, implements, and executes 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. Ensures 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. Manages risk to ensure mission performance is within cost and schedule constraints.

3.1.6. Develops, implements, and executes 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. Plans, programs, and budgets adequate funds to ensure the execution is within the approved funding baseline.

3.1.8. Develops, implements, and manages milestones to ensure the acquisition supports mission requirements within the approved funding baseline.

3.1.9. Identifies opportunities to improve performance throughout the life of the acquisition.

This includes benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, and using the Quality Assurance Surveillance Plan (QASP) to implement initiatives and monitor the success of implementation.

3.1.10. Assesses and manages contractor performance data to include submitting Contractor Performance Assessment Reporting System (CPARS) reports.

3.1.11. Develops, implements, and executes performance measurement and management in accordance with this QASP.

3.1.12. Ensures 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.

3.2. COR MANAGEMENT

3.2.1. 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), in writing, to satisfy surveillance requirements of the contract. The two CORs do not require identification of primary and alternate, but may at the unit’s discretion. The functional commander/functional director (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 FC/FD is the CPAR assessing official for this contract, and is responsible for validating the CPARS 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 CPARS issues.

3.3.3. Assists the functional area in preparing the PWS and the QASP.

3.3.4. Conducts and provides review of the “draft” CPARS for compliance with the Air Force CPARS Guide prior to submission to the assessing official (FC/FDin 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 (CS)

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 QAPC on all COR and COR management training requirements and PWS/QASP development.

3.5.5. Provides finalized QASP to the QAPC.

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

3.5.7. Reviews first draft of CPAR prior to submission to assessing official and provides input/comments/advice to COR/initial drafter of CPAR.

3.6. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

3.6.1. Assists COR management in preparing the PWS. Generally, the COR is the primary author/coordinator for development of the PWS. The COR:

3.6.2. Is the primary author of and coordinator for the development of the QASP unless COR management dictates otherwise.

3.6.3. Shall be familiar with contract terms and conditions.

3.6.4. Will request additional training, if needed, from the CO.

3.6.5. Will monitor, assess, and document the contractor’s performance in accordance with the QASP. COR will note and document acceptable and unacceptable performance.

3.6.6. Shall maintain a surveillance folder/binder containing a copy of the QASP, along with all surveillance reports, contract documents, and correspondence.

3.6.7. Notifies the CO of any significant performance deficiencies.

3.6.8. Provides any recommendations to improve the QASP or PWS.

3.6.9. Shall submit surveillance reports/documentation to the CA for review on a monthly basis.

If service is performed less frequently, report will be submitted on a quarterly basis – at CO’s discretion.

3.6.10. Shall perform/assist in gathering market research, 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. Ensures 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 CPARS 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. Assists 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 plan 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 QCP 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. 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 QASP will be used as a guide to government CORs 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 QASP, in concert with the contractor’s quality control procedures, will assure the government of acceptable contractor performance.

4.1.1. The QASP 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 QCP, 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 CO and the QAPC.

4.2. SURVEILLANCE PROCEDURES

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

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

4.2.2. Scheduling Surveillance. The CORs assigned to this contract are responsible for developing a monthly schedule of surveillance activities based on the QASP’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 reports, 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 CO and CA 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 CO and CA cannot properly administer the contract without documentation of actual surveillance.

4.2.4.2. Surveillance documentation 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. COR FILE. A COR file must be developed and maintained by the COR assigned to accomplish quality assurance (QA) for a performance requirement. The folder was typically contained in a hardcopy, but is now required to be maintained in the Contracting Officer Representative Tracking (CORT) Tool. The folder must contain as a minimum, provided from the CORT Tool User Guide, the following documents and be set up using the COR File (Attachment 2).

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

4.3.2. Appointments. Request for COR letter, COR nomination letters (within the CORT Tool), and CO’s designation of COR letter to the COR acknowledged by the COR, COR management 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. MFT Meeting Minutes. Minutes are the responsibility of the CA/CS. Minutes shall be provided within 5 days (email) to all team members, to include members that did not attend the meeting. 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), CA, 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. Minutes are the responsibility of the CA/CS. 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 the following types of surveillance reports: Performance Assessment Reports (PARs), 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 CO 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 service summary (SS)).

4.3.6. Past Performance Assessment Reports. (PPARs) Semi-annual 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. CORs 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).

4.4.1.2. The COR must document each surveillance as it is conducted. This is an important component of the Air Force record of the contractor’s performance. All performance must be documented, whether it is acceptable or unacceptable. The COR shall use the locally formatted periodic surveillance form at Attachment 2 or the Performance Assessment Report.

4.4.2. Customer Complaint

4.4.2.1. The COR is the customer point of contact and must collect all customer complaints.

4.4.2.2. The COR must furnish written instructions and customer training to each organization (or person) receiving the contractor’s service. Instructions and training should cover the format and content of the customer complaint program and the service to be surveilled; the action that may be expected from the COR, CA, and CO as a result of the complaints; and the limitations on the customers in dealing with contractor personnel.

4.4.2.3. All complaints and any resulting resolution of such complaints must be documented and become a permanent part of the QA surveillance records.

4.4.2.4. A customer complaint is a valid complaint when the COR, after a thorough investigation, determines the complaint’s validity.

4.4.3. 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 CPARS assessing official to complete the evaluation and 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. Management. Assess the integration and coordination of all activity needed to execute the contract or order, specifically the timeliness, completeness, and quality of problem identification; corrective action plans, proposal submittals, the contractor’s history of reasonable and cooperative behavior (to include timely identification of issues in controversy); customer satisfaction; timely award; and management of subcontracts.

4.5.1.4. Regulatory Compliance. Assess compliance with all terms and conditions in the contract or order relating to applicable regulations and codes. Consider aspects of performance such as compliance with financial, environmental (example: Clean Air Act, Clean Water Act), safety, and labor regulations, as well as any other reporting requirements in the contract.

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 government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

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

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

Performance Objective PWS Para Performance Threshold Metric SS-1. RP capitalization 1.3.5 98% compliance Periodic SS-2. SMS data accuracy 1.3.6 1 error per 10 inputs Periodic SS-3. Provide work task feedback to facility managers to include approved priority and completion status

1.3.5 No more than 3 valid

complaints per month

Periodic and customer complaint

SS-4. Provide courteous, responsive, timely and professional customer service and accurate information for persons seeking information and assistance

1.3.5 No more than 1 valid

complaint per month

Periodic and customer complaint

SS-5. Provide the capability to receive service calls 24 hours a day, 7 days a week for operations and maintenance services

1.3.5 100% compliance unless stand-down directed by the government

Periodic

SS-6. Review government project plans

1.3.2, 1.3.7

1 project not reviewed in assigned timeframe

Periodic

SS-7. Provide facility managers training once per month (unless canceled by the government)

1.3.10.1 100% compliance unless out of contractor’s control

Periodic

SS-8. Refrigerant management compliance

1.3.10.4 100% compliance Periodic

SS-9. Materiel accurately ordered, purchased, and received

1.3.11 1 error per 10 orders Periodic

SS-10. Provide U-Fix-It program to customers

1.3.11.1 No more than 1 valid

complaint per month

Periodic and customer complaint

SS-11. Provide quality utility service 100% of the time. Interruption of service not to exceed 60 minutes unless pre-scheduled, caused by natural/man-made disaster, or approved by the government

1.4, 1.6

No more than 1 valid complaint per month

Periodic and customer complaint

SS-12. Ensure the airfield lighting and arresting systems available for operational mission

1.4.2.3.3 100% mission capable within contractor’s control (PM, manning, training)

Customer complaint

SS-13. Respond to after-duty hours barrier maintenance and sweeper calls within 60 minutes

1.4.3.1.2, 1.5.2.6

No more than 1 valid complaint per month

Customer complaint

SS-14. Unaccompanied housing (UH) change of occupancy within 7 days, exclusive of material delays

1.5.1.3 No more than 1 valid

customer complaint per month

Customer complaint

SS-15. Maintain and repair airfield pavements

1.5.2.5 No more than 1 valid

complaint per month

Customer complaint

SS-16. Airfield sweeping operations conducted NLT 0600L on scheduled flying days

1.5.2.6 100% (Air Force Common Output Level Standards (AF COLS) reporting metric)

Customer complaint

SS-17. Sweep main thoroughfares, parking lots, driveways, access roads once per month

1.5.2.6 100% (AF COLS reporting metric)

Periodic and customer complaint

SS-18. Maintain appropriate and consistent climate control throughout base

1.6.1, 1.6.4

No more than 3 valid customer complaints per month

Periodic and customer complaint

SS-19. Pest management completion rate – indoor

1.6.3.1 >90% (AF COLS reporting metric)

Customer complaint

SS-20. Pest management regulatory requirements – indoor

1.6.3.1 100% (AF COLS reporting metric)

Customer complaint

SS-21. Pest management completion rate – outdoor

1.6.3.1 >90% (AF COLS reporting metric)

Customer complaint

SS-22. Pest management regulatory requirements – outdoor

1.6.3.1 100% (AF COLS reporting metric)

Customer complaint

SS-23. BUILDER RPIE data entry accuracy

1.7.5 1 data error per 10 inputs Periodic

SS-24. Facility condition assessment update/validation

1.7.5.1 98% compliance Periodic

SS-25. Update RPIE barcodes within 10 duty days after component replacement

1.7.5.1 1 item not updated for every 5 requirements not updated in time

Periodic

SS-26. FOCUS completion 1.7.5.3.2 90% completion rate per quarter

Periodic

SS-27. Report/data call suspense 1.7.5.4 100% compliance unless out of contractor’s control

Periodic

SS-28. On-site response to emergency WT during normal duty hours

1.7.6.1 100% compliance within 30 minutes normal duty hours

Periodic

SS-29. On-site response to emergency WT after normal duty hours

1.7.6.1 100% compliance within 2 hours during non-duty hours

Periodic

SS-30. Mitigation of the emergency resulting from emergency WT

1.7.6.1 100% (AF COLS reporting) within 24 hours 100% of emergency SRs mitigated

Periodic

SS-31. Preventative maintenance completion

1.7.6.2 >95% (AF COLS

reporting)

Periodic

SS-32. WT Priority 3A/3B completion rate

1.7.6.3.1, 1.7.6.3.2

>75% (AF COLS

reporting)

Periodic

SS-33. WT Priority 3C completion rate

1.7.6.3.3 >60% (AF COLS

reporting)

Periodic

SS-34. Special events support 1.7.9 No more than 1 valid customer complaint

Periodic

SS-35. Self-assessment (MICT) completion/status updates on-time

1.7.10 98% compliance Periodic

SS-36. Ensure completed WT meets customer requirements

4.24 No more than 2 valid

customer complaints

Periodic and customer complaint

SS-37. Quality control inspections 4.24 96% completion rate of scheduled inspections

Periodic

SS-38. Attend bird aircraft strike hazard (BASH) meetings and act on assigned action items

1.6.3 No more than 1 valid

complaint per month

Periodic

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 CO. 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 CO, and 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.)

5.2. PERFORMANCE IMPROVEMENT MEASURES. Periodic performance meetings as necessary. The COR, contractor (or representative), CA, and CO (when warranted) will meet periodically as necessary to discuss contract performance, resolve issues, discuss customer complaints, and provide positive interaction and feedback to all parties. 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 https://rmb.ogden.disa.mil/ 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 CO’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

1. COR Mid-Term Past Performance Assessment Report (PAR)

2. COR File Documentation (Appendix B, CORT Tool User Guide)

Note: The latest template versions of the PAR, CAR, CCR, and COR Monthly Report forms will be provided by the QAPC upon COR training completion and upon request.

Attachment 1 COR Mid-Term Past Performance Assessment Report

Period of Performance: Report covers _________________thru ________________.

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 6 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 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) Management. (Rating: ________) Assess the integration and coordination of all activity needed to execute the contract or order, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor’s history of reasonable and cooperative behavior (to include timely identification of issues in controversy), customer satisfaction, timely award and management of subcontracts.

(4) Regulatory. (Rating: ________) Assess compliance with all terms and conditions in the contract or order relating to applicable regulations and codes. Consider aspects of performance such as compliance with financial, environmental (example: Clean Air Act, Clean Water Act), safety, and labor regulations, as well as any other reporting requirements in the contract.

Contracting Officer Representative (COR) Signature Date

Contracting Officer Acknowledgement:

Contracting Officer Signature Block Date

Contractor receipt acknowledged. Signature does not indicate agreement or disagreement.

Contractor Site Lead Manager Signature Block Date

Attachment 2 COR File Documentation

(Appendix B, CORT Tool User Guide)

Appendix B: File Documentation

This appendix contains a list of documents that may be maintained in the CORT Tool and/or in COR online file, unless otherwise noted. They include, but are not limited to, Contract - EDA All Contract Modifications - EDA Contract Data Requirements List (CDRL) - EDA All DD 250s – WAWF All invoices - WAWF Contractor Performance Assessment Report - CPARS/PPIRS Required Regulations – Available via the WEB Warranty Tracking Document – PEREP Warranty Tracking Database

COR Training Documents/Certificates/Professional Licenses COR Appointment/Designation Letter Deficiency Reports Quality Assurance Surveillance Plan Memo for Record COR Correspondences Emails Surveillance Checklist Surveillance Schedule Quality Control Plan Environmental Plan Maintenance Plan Work Plan GFE Inventory Safety Plan Test Reports GFE Property Validation Miscellaneous Contract Documents Status Reports Trip Reports COR Revocation/Termination Annual COR File Inspection Checklist COR Telephone Conversation Record ALL documents required by the Contract Any COR Related Documents Warranty Documents

BASE OPERATIONS SUPPORT

CONTRACT # FA4819-XX-R-XXXX

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