Attch 4 - Performance Plan.pdf

PERFORMANCE PLAN

TRANSIENT AIRCRAFT

SERVICES

MOUNTAIN HOME AFB, ID

PERFORMANCE PLAN

IS NOT PART OF THE CONTRACT AND IS PROVIDED

FOR INFORMATION ONLY

FUNCTIONAL COMMANDER/DIRECTOR

NAME:

SIGNATURE:

CONTRACTING OFFICER

CONTRACT ADMINISTRATOR

QUALITY ASSURANCE PERSONNEL

CONTRACTOR

FA4897-10-B-0005 Page 1 of 8 Attachment 4

SECTION I

CONTRACT ASSESSMENT

OBJECTIVE: To provide quality transient aircraft services for Mountain Home AFB

(MHAFB).

RESULTS/GOALS: The Multi-Functional Team (MFT) is attempting to improve customer service efficiently and cost effectively with few customer complaints.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM (MFT): The overall responsibility of the MFT is to design a mission support strategy that aligns mission performance needs with a performance-based strategy.

1. Functional Commander/Functional Director (FC/FD): Identifies mission essential services, including developing the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis. Responsible for submitting Performance Work Statement (PWS) in accordance FAR 37 and AFI 63-124. Assigns primary and alternate Quality Assurance Personnel (QAP). Reviews contractor performance documentation, prepared by the QAP, on a regular basis to ensure performance is compatible with contract and mission objectives while supporting higher level of contractor performance and fostering synergistic partnerships. Plans, programs, and budgets adequate funds to ensure execution is within approved funding baseline.

2. Contracting Officer: Fosters partnership with industry. Ensures key stakeholders participate in developing, implementing, and executing the acquisition strategy and acts as business advisor.

Researches the commercial marketplace to ensure the MFT is using the most efficient and effective assessment methods, techniques, and best commercial practices in performance of the contract. Ensures a best value source selection based on the requirements of the Request for Proposal. Awards the contract and executes any modifications to the contract after award.

Recommends changes to the performance plan.

3. Contract Administrator: Responsible for the day-to-day administration of the contract.

Notifies and advises the Contracting Officer on issues related to the performance of the contract and contractor.

4. Quality Assurance Personnel (QAP): Provide quality assurance functions and ensure contract quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable. Evaluate and document contractor’s performance in accordance with the performance plan. Assess and manage contractor performance data, to include submitting Contractor Performance Assessment Reporting System (CPARS) reports. Notifies the Contracting Officer of any significant performance deficiencies. Maintain surveillance documentation. Recommend improvements to the performance plan and PWS throughout the life of the contract. Participate in MFT meetings providing results of surveillance and recommendations for incentives. Responsible for acceptance of services.

FA4897-10-B-0005 Page 2 of 8 Attachment 4

VALIDATION OF OBJECTIVES: The MFT will use data collected by the QAP during surveillances and meet with the contractor biannually, or more often if needed, to discuss areas of concern as well as areas that are working well.

SECTION II

CONTRACTOR ASSESSMENT

GENERAL: The QAP will use a Quality Assurance Surveillance Plan (QASP) as a tool to assess the contractor’s performance against the performance thresholds and measurements identified in the contract. The MFT will meet biannually, or more often if needed, with the contractor to discuss contract and contractor performance.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP):

1. The purpose of the QASP is to provide the QAP with an effective, systematic method for evaluating the contractor's performance and is based on the premise that the Government desires to maintain a quality standard in transient aircraft services. The QAP must be objective, fair, and consistent in evaluating contractor performance against contract requirements.

2. This QASP recognizes that the contractor, not the Government, is responsible for management and quality control actions required to meet the terms of the contract. The role of the Government is to ensure contract standards are achieved. The Government recognizes the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. However, good management and a strong quality control program will minimize those unforeseen problems. Any nonconformance with contract requirements is a "defect". The term "defect" is used in reference to a service output (Performance Objective) in the Service Delivery Summary (SDS) that does not meet the output's associated performance threshold. The preferred course of action upon discovery of unacceptable service is to require the contractor to re-perform at no additional cost.

If the contractor's performance does not meet the thresholds in the SDS, the QAP will notify the Contracting Officer immediately.

3 QAP must document each surveillance when it is accomplished. Documenting surveillance is of major importance. The Contracting Officer cannot properly administer the contract without documentation of actual surveillance. QAP shall submit monthly performance reports that reflect the contractor’s overall performance for the previous month. The contractor or contractor’s on-site representative will be requested to sign the monthly performance report prior to the QAP submitting it to the Contracting Officer. The performance report shall be submitted to the Contracting Officer no later than the 10th day of the following month. All documentation resulting from surveillance becomes a permanent part of the contract file. At the conclusion of the contract, or as directed by the Contracting Officer, QAP must provide all surveillance documentation to the Contracting Officer for inclusion in the official contract file.

4. If the number of complaints/defects exceeds the performance threshold for any item in the SDS, the QAP will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the contractor. If the contractor's

FA4897-10-B-0005 Page 3 of 8 Attachment 4 performance is judged unacceptable, the QAP will inform the contractor's on-site representative, and request him/her initial and date surveillance documentation acknowledging notification. If the contractor disputes the results of surveillance, the QAP must notify the Contracting Officer.

5. Although the SDS contains only those items considered most important for mission accomplishment, the Government retains the right to inspect all requirements of the contract. The QAP may choose to periodically inspect requirements not listed on the SDS.

6. QAP are responsible for certifying receipt of the contractor's services and determining payment due on a monthly basis. QA may use DD Form 250 or letter to certify services, which must be submitted to the Equipment Maintenance Squadron’s (EMS) wide area workflow coordinator no later than the seventh working day of the month for the previous month

7. Performance meetings (multi-functional team meetings) will be held quarterly, or more often if needed, by the request of the Contracting Officer, QAP, or contractor. The QAP are required to attend these meetings.

8. Revisions to this QASP are the joint responsibility of the functional area, the contracting office, and the QA Program Coordinator.

FA4897-10-B-0005 Page 4 of 8 Attachment 4

SERVICE DELIVERY SUMMARY

Performance Objective PWS Para Performance

Threshold Method of

Surveillance

Arrival, Processing, and Departure Services Comply with general directives and TOs for transient aircraft arrival, processing and departure services at the specified quality levels and within specified time limits.

1.3 1.4 1.5

No more than 1 major error or 3 minor errors per month.

Random sampling, periodic surveillance and customer complaints.

FOD Prevention Transient aircraft parking areas, working areas and vehicles must be free of foreign objects.

1.2.6 0 major errors and 2 minor errors per month.

Random sampling, periodic surveillance and customer complaints.

Tool Control Ensure effective tool control to preclude tools being left in and/or around aircraft.

1.2.7 0 major errors and 2 minor errors per month.

Random sampling, periodic surveillance and customer complaints.

Technical Order, Publications, and Forms Maintain all TOs, publications, and forms IAW TO 00-5 series and local directives, as applicable to transient aircraft.

1.2.8

TOs 100% complete and updated. All other publications and forms, no more than 3 late updates per month.

Random sampling, periodic surveillance and customer complaints.

FA4897-10-B-0005 Page 5 of 8 Attachment 4

PERFORMANCE OBJECTIVES

ARRIVAL, PROCESSING, AND DEPARTURE SERVICES

Performance Threshold: No more than 1 major error or 3 minor errors per month.

Method of Surveillance: Random sampling, periodic surveillance and customer complaints.

Procedures: The QAP will perform random surveillance during normal duty hours. QAP will also take calls from customers checking to see if complaints are repeat complaints and if a pattern exists.

Remedy: When non-performance occurs for this SDS item and re-performance is possible as determined by the QAP and the Contracting Officer, the contractor will have 24 hours to re-perform upon notification from the QAP. When re-performance cannot take place as determined by the QAP and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a Show Cause Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

FOD PREVENTION

Performance Threshold: Not 0 major errors and 2 minor errors per month.

Method of Surveillance: Random sampling, periodic surveillance and customer complaints.

Procedures: The QAP will perform random surveillance during normal duty hours. QAP will also take calls from customers checking to see if complaints are repeat complaints and if a pattern exists.

Remedy: When non-performance occurs for this SDS item and re-performance is possible as determined by the QAP and the Contracting Officer, the contractor will have 24 hours to re-perform upon notification from the QAP. When re-performance cannot take place as determined by the QAP and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a Show Cause Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

FA4897-10-B-0005 Page 6 of 8 Attachment 4

TOOL CONTROL

Performance Threshold: 0 major errors and 2 minor errors per month.

Method of Surveillance: Random sampling, periodic surveillance and customer complaints.

Procedures: The QAP will perform random surveillance during normal duty hours. QAP will also take calls from customers checking to see if complaints are repeat complaints and if a pattern exists.

Remedy: When non-performance occurs for this SDS item and re-performance is possible as determined by the QAP and the Contracting Officer, the contractor will have 24 hours to re-perform upon notification from the QAP. When re-performance cannot take place as determined by the QAP and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a Show Cause Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

TECHNICAL ORDER, PUBLICATIONS, AND FORMS

Performance Threshold: TOs 100% complete and updated. All other publications and forms, no more than 3 late updates per month.

Method of Surveillance: Random sampling, periodic surveillance and customer complaints.

Procedures: The QAP will perform random surveillance during normal duty hours. QAP will also take calls from customers checking to see if complaints are repeat complaints and if a pattern exists.

Remedy: When non-performance occurs for this SDS item and re-performance is possible as determined by the QAP and the Contracting Officer, the contractor will have 24 hours to re-perform upon notification from the QAP. When re-performance cannot take place as determined by the QAP and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a Show Cause Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

FA4897-10-B-0005 Page 7 of 8 Attachment 4

QAP SURVEILLANCE CHECKLIST

The QAP will inspect and accept contractor services at the completion of each contract payment period, usually monthly, during performance. The government QAP will perform inspections to ensure contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspection, noting the date and time of inspection. If inspection indicates unacceptable performance, the QAP will notify the CO who will in-turn notify the contractor of the deficiencies for correction. The Contractor shall be given a reasonable time after notification to correct the unacceptable performance if such correction is possible. The length of time allowed to correct the problem will depend upon the requirement and the deficiency, and the Contractor will be notified of the time allowed for correction when the deficiency is reported to the Contractor.

SAMPLE SURVEILLANCE CHECKLIST

Date/time of surveillance: __________________ SDS(s)________________________

POSITIVE FEEDBACK (IF ANY)

CORRECTIVE ACTION TO BE TAKEN (IF ANY)

NAME/TITLE OF QAP (Signature)

FA4897-10-B-0005 Page 8 of 8 Attachment 4