Atch 4 - COCESS Performance Plan.docx

PERFORMANCE PLAN

Contractor Operated Civil Engineer Supply Store (COCESS)

MOUNTAIN HOME AFB ID

NAME: Roger Fox

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CONTRACTING OFFICER

NAME: Terry Oakland

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CONTRACT ADMINISTRATOR

NAME: Diana D. Curl

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CONTRACTING OFFICER’S REPRESENTATIVE

NAME : Eric J. Lawson

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CONTRACTOR (Signs After Award)

NAME:

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PERFORMANCE PLAN

IS PROVIDED FOR INFORMATION ONLY AND WILL NOT BECOME PART OF THE CONTRACT

SECTION I

CONTRACT ASSESSMENT

OBJECTIVE: This performance plan has been developed to provide an effective and systematic method to evaluate the contractor’s performance as required by the terms of the contract. The government’s objective is to have a contractor provide a simplified method for authorized personnel to purchase quality material, tools, and equipment for work orders, construction, recurring maintenance and repair, and self-help type work on Mountain Home AFB (MHAFB). The store shall provide a customer service center with the management and personnel providing quality customer service.

RESULTS/GOALS: The Multi-Functional Team (MFT) is attempting to improve customer service efficiently and cost effectively with few customer complaints. The contractor must assure that civil engineering-related supplies and material are affordably delivered and sold as requested by the government. The performance plan describes the method(s) used to evaluate the contractor in meeting performance objectives and performance thresholds. The Contracting Officer’s Representative (COR) will use periodic, 100%, and customer complaint assessments to evaluate contractor performance. The government's COR is to be objective, fair, and consistent in evaluating contractor performance against the performance standards. This performance plan is a living document and shall be revised or modified by members of the MFT, as circumstances warrant, throughout the life of the contract to ensure adequate oversight of contractor performance is maintained.

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 requirements of the contract.

1. Functional Commander/Functional Director (FC/FD): Identifies mission essential requirements. The FC/FD is responsible for submitting the Statement of Work (SOW). The FC/FD assigns a primary and alternate COR. Reviews contractor performance documentation, prepared by the COR, 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. The Contracting officer 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. Contracting Officer’s Representative (COR): Synonymous with Quality Assurance Person, Quality Assurance Evaluator (QAE), also known as Contracting Officer’s Technical Representative (COTR). Provides quality assurance functions and ensures contract quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable. Evaluates and documents contractor’s performance in accordance with the performance plan. Assesses and manages contractor performance data, to include submitting Contractor Performance Assessment Reporting System (CPARS) reports. The COR notifies the Contracting Officer of any significant performance deficiencies. The COR maintains surveillance documentation. The COR recommends improvements to the performance plan and SOW throughout the life of the contract. The COR also participates in MFT meetings providing results of surveillance. The COR provides surveillance schedules to the Contracting Officer 10 days prior to performance. The COR is responsible for acceptance of requirements.

VALIDATION OF OBJECTIVES: The MFT will use data collected by the COR during surveillance and meet with the contractor at least quarterly to discuss areas of concern as well as areas that are working well. During these meetings, contract performance reviews will be conducted to ensure contract requirements are being met.

SECTON II

CONTRACTOR ASSESSMENT

GENERAL

This Quality Assurance Surveillance Plan (QASP) has been developed to provide the COR an effective and systematic surveillance method for each listed requirement in the Mountain Home AFB COCESS Contract. Any non-conformance with contract requirements is a “defect.” The term “defective” is used in reference to a requirement that does not meet the SOW. The QASP provides a systematic method to evaluate the requirements the contractor is required to furnish. This QASP is based on the premise that the contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. Good management and use of an adequate quality control plan will allow the contractor to operate within specified performance requirements.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP):

1. The purpose of the QASP is to provide the COR 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 COCESS requirements. The COR 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 an output in the Delivery Summary (DS) that does not meet the output's associated performance threshold. The preferred course of action upon discovery of unacceptable performance is to require the contractor to re-perform at no additional cost. If the contractor's performance does not meet the thresholds in the DS, the COR will notify the contracting officer immediately.

3. The COR must document surveillances when they are accomplished. Documenting surveillance is of major importance. The contracting officer cannot properly administer the contract without documentation of actual surveillance. The COR 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 COR 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, the COR 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 DS, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the contractor. If the contractor's performance is judged unacceptable, the COR will inform the contractor's on-site representative, and request he/she initial and date surveillance documentation acknowledging notification. If the contractor disputes the results of surveillance, the COR must notify the Contracting Officer.

5. Documentation is required to record, evaluate, and report contractor's performance. This documentation provides the Contracting Officer with contractor status as it applies to the performance criteria. Every effort should be made to make this report to the Contracting Officer as accurate as possible. The COR is required to maintain accurate records of the contractor's performance and keep the FC informed of all data pertaining to contractor status.

6. Although the DS contains only those items considered most important for mission accomplishment, the government retains the right to inspect all requirements of the contract. The COR may choose to periodically inspect requirements not listed on the DS.

7. CORs are responsible for certifying receipt of the government's requirements and determining payment due on a monthly basis. The COR may use DD Form 250 or letter to certify requirements, which must be submitted to the Civil Engineering Squadron (CES) wide area workflow coordinator no later than the seventh working day of the month for the previous month.

8. Performance meetings (multi-functional team meetings) will be held quarterly or more often as requested by the Contracting Officer, the COR, or the contractor. CORs are required to attend these meetings.

9. Revisions to this QASP are the joint responsibility of the functional area, and the contracting office.

DELIVERY SUMMARY (DS)

Threshold Method of Assessment

DS-1

Provide quality customer service in store and on-line

Customer Complaints

DS-2

Provide adequate store stock items for immediate issue/purchase

Customer Complaints

DS-3

Provide on-time delivery within original ADD

DS-4

Submit accurate reports and required documentation on time

DS-5

Sell all merchandise at fair and reasonable prices

DS-6

Provide merchandise as specified or a mutually agreed-to substitute

DS-7

All features and functions of the on-line system provide the required results

DS-9

Deliver merchandise to Material Control Warehouse or other point designated at time of order

Note*: Subparagraphs are included in any reference to main paragraph heading.

PERFORMANCE OBJECTIVES

DS-1: PROVIDE QUALITY CUSTOMER SERVICE IN STORE AND ONLINE

Performance Threshold: Not more than one valid customer complaint per 100 transactions each month.

Method of Surveillance: Periodic Surveillance

Surveillance Procedures: The COR will verify customer service in store and online through daily interaction/communication with contractors/customers using any means available. Any valid complaints will be recorded for failure and will be identified to the store manager.

Method of Surveillance: Customer Complaint

Customer Complaint Procedures: The customer complaint must be validated upon receipt from the customer. The COR should inform the customer of the approximate time the defect(s) will be corrected and advise the customer to contact the COR if not corrected. The COR will consider customer complaints resolved unless notified by the customer. The COR shall notify the store manager to pick up the documentation. If the store manager disagrees with the complaint after investigation and challenges the validity of the complaint, the store manager will notify the COR. If the COR determines the complaint to be invalid, the COR will notify the customer. The COR will retain the annotated copy of the documentation for COR files. If after investigation, the COR determines the complaint to be valid, the COR will inform the store manager and the store manager will be given the (1) one calendar day to correct or resolve the defect. The store manager shall return all documentation, properly completed with actions taken, to the COR, who will file the documentation. The COR will use past documentation to ensure the contractor has taken appropriate action(s) to prevent the recurrence of defects.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-2: PROVIDE ADEQUATE STORE STOCK ITEMS FOR IMMEDIATE ISSUE/PURCHASE

Performance Threshold: 98% of the time each month.

Method of Surveillance: Periodic Surveillance

Surveillance Procedures: The COR will inspect no less than 10% of high use line items identified to contractor for adequate store stock based on customer reoccurring demands. This data will be acquired using any means necessary: daily/monthly listing and on-line systems. The COR will conduct this inspection by any number of methods; either accompanies the store manager, conduct inspection alone, or by comparison of results. Any deviations will be recorded for failure to provide adequate stock and will be identified to store manager.

Method of Surveillance: Customer Complaint

Customer Complaint Procedures: The customer complaint must be validated upon receipt from the customer. The COR should inform the customer of the approximate time the defect(s) will be corrected and advise the customer to contact the COR if not corrected. The COR will consider customer complaints resolved unless notified by the customer. The COR shall notify the contractor’s store manager to pick up the documentation. If the store manager disagrees with the complaint after investigation and challenges the validity of the complaint, the store manager will notify the COR. If the COR determines the complaint to be invalid, the COR will notify the customer. The COR will retain the annotated copy of the documentation for COR files. If after investigation the COR determines the complaint to be valid, the COR will inform the store manager and the store manager will be given the (1) one calendar day to correct or resolve the defect. The store manager shall return all documentation, properly completed with actions taken, to the COR, who will file the documentation. The COR will use past documentation to ensure the contractor has taken appropriate action(s) to prevent the recurrence of defects.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-3: PROVIDE ON-TIME DELIVERY WITHIN ORIGINAL AGREED DELIVERY DATE (ADD)

Performance Threshold: 98% of the time each month.

Method of Surveillance: 100% Surveillance

Procedures: The COR will review daily all receipts using local listings for any ADD receipt not meeting the ADD. Any deviations will be recorded for failure and will be identified to store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-4: SUBMIT ACCURATE REPORTS AND REQUIRED DOCUMENTATION ON TIME

Performance Threshold: 98% of the time each month.

Method of Surveillance: Periodic Surveillance

Procedures: Reports/listings shall be submitted to the COR for review and approval by the 10th day of each month. Any deviations will be recorded for failure and will be identified to store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-5: SELL ALL MERCHANDISE AT FAIR AND REASONABLE PRICES

Performance Threshold: 100% of the time each month, with no more than five price challenge cancellations.

Method of Surveillance: Periodic Surveillance

Procedures: All resale quoted prices to the government using on-line system will be submitted to the COR for review and approval. The COR will compare no less than 10% of quoted resale prices to past demands using any method available ensuring no over inflation of prices to ensure merchandise is sold at a fair and reasonable price. Any deviations will be recorded for failure and will be identified to store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-6: PROVIDE MERCHANDISE AS SPECIFIED OR A MUTUALLY AGREED-TO

SUBSTITUTE

Performance Threshold: 100% of items each month.

Method of Surveillance: Periodic Surveillance

Procedures: The COR will be notified by the Receiving Inspectors of any merchandise not matching the material listed on the order abstract. All discrepancies will be verified using any means available. Any deviations from material requests will be recorded for failure and will be identified to store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-7: ALL FEATURES AND FUNCTIONS OF THE ON-LINE SYSTEM PROVIDE THE REQUIRED RESULTS

Performance Threshold: No more than 45 minutes of down time per 40 hour work week.

Method of Surveillance: Periodic Surveillance

Procedures: Through daily use of on-line system the COR will view all features and functions to ensure they meet the requirements stated in the SOW. Any deviations will be recorded for failure and will be identified to store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the contract period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-8: REGULATORY COMPLIANCE WITH ENVIRONMENTAL, SAFETY, AND HEALTH REQUIREMENTS

Performance Threshold: 0 Notices of Violation or major negative findings during the month

Method of Surveillance: Periodic Surveillance

Procedures: The COR will verify all hazardous materials are handled and disposed of IAW Federal, State, and local laws and regulations. The COR will inspect no less than 10% of hazardous materials stored to ensure: proper storage, no expired shelf-life, serviceability, and properly tracked through Enterprise Environmental, Safety, and Occupational Health Management Information System (EESOH-MIS). The COR will inspect using any method of data collection available on no less than 10% of all hazardous material issued for CE work/job orders are authorized by shop and processed/tracked through EESOH-MIS. Any deviations will be recorded for failure to comply with regulations and will be identified to store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the performance period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

DS-9: DELIVER MERCHANDISE TO MATERIAL CONTROL WAREHOUSE OR OTHER POINT DESIGNATED AT TIME OF ORDER

Performance Threshold: 100% of items each month.

Method of Surveillance: Periodic Surveillance

Procedures: The COR will review sales slips/receipts daily, verifying delivery of bulk materials and any specialized materials upon customer’s request. Any deviations will be recorded for failure and will be identified to the store manager.

Remedy: The contractor has 8 duty hours to rectify validated unsatisfactory performance. The contractor’s on-site representative will be notified that performance is unacceptable and why, and request his or her initials and date on the COR report. By initialing and dating the form, the contractor’s on-site representative is acknowledging that he or she has been told of the unacceptable performance. He or she is not necessarily agreeing that the performance is unacceptable. If at any time during the performance period the results of a surveillance show that the contractor’s performance does not meet the SOW and has not been or cannot be satisfactorily re-performed, and the COR determines that it is not government caused, the COR will notify the Contracting Officer. If the contractor does not meet the minimum standards as stated in the SOW 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.

FA4897-11-R-0001 9 Attachment 4