Attch 5 - QASP - Housing.pdf

ATTACHMENT 5

FA4897-12-B-0010

QUALITY ASSURANCE SURVEILLANCE PLAN

MILITARY FAMILY HOUSING MAINTENANCE

MOUNTAIN HOME AFB ID

FUNCTIONAL

COMMANDER/DIRECTOR

NAME ELFIE STOEHR

SIGNATURE

CONTRACTING OFFICER

NAME CYNTHIA A. TORTOLANO

SIGNATURE

CONTRACT ADMINISTRATOR

NAME SYLVIA JACQUES

SIGNATURE

CONTRACTING OFFICER’S

REPRESENTATIVE (PRIMARY)

NAME MARY DUNN

REPRESENTATIVE (ALTERNATE)

NAME LONNIE BELIEU

NAME ROBERT MANN

NAME JULIE TRAVIS

CONTRACTOR

NAME

NOTE: THIS QUALITY ASSURANCE SURVEILLANCE PLAN IS PROVIDED AS AN

ATTACHMENT TO THE SOLICITATION FOR INFORMATION PURPOSES ONLY.

IT IS AN EVOLVING DOCUMENT AND IS NOT A CONTRACTUAL DOCUMENT.

SECTION I

CONTRACT ASSESSMENT

OBJECTIVE: To provide excellent customer service and quality housing in neighborhoods that are safe, well maintained, and aesthetically pleasing.

RESULTS/GOALS: The Multi-Functional Team (MFT) is attempting to improve customer service efficiently and cost effectively with minimal delays in service call response times, improved major maintenance times, and to facilitate the speed of change of occupancy.

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 with FAR 37. Assigns primary and alternate Contracting Officer’s Representative (COR). Reviews contractor performance documentation, prepared by 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. 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 Quality Assurance Surveillance Plan (QASP).

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): 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 QASP. 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 QASP 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.

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.

SECTON II

CONTRACTOR ASSESSMENT

GENERAL: COR will use this QASP as a tool to assess the contractor’s performance against the performance thresholds and measurements identified in the contract. The MFT will meet at least quarterly with the contractor to discuss contract and contractor performance.

1. The purpose of the QASP is to provide 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 custodial services. 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 a service output (Performance Objective) in the SS 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 SS, the COR will notify the Contracting Officer immediately.

3. The COR must document each surveillance as accomplished. Documenting surveillance is of major importance. The Contracting Officer cannot properly administer the contract without documentation of actual surveillance. 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, 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 SS, 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, 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, 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 are 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 SS contains only those items considered most important for mission accomplishment, the Government retains the right to inspect all requirements of the contract.

COR may choose to periodically inspect requirements not listed on the SS.

7. COR 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 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, COR, or the contractor. COR are required to attend these meetings.

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

SERVICES SUMMARY

Performance Objective

*PWS

Paragraph

Performance Threshold

Method of Surveillance

Timeliness of COM And Major Maintenance

1.3, 1.4, 1.5

95% of COM units are completed within 7 days each month and 100% of COM units are completed within 10 days each month.

100% Surveillance

Quality of COM/COM cleaning and Major

1.3, 1.4, 1.5

No more than 4 units with more than 5 discrepancies that can be corrected on the spot and no more than 2 units with discrepancies that require COR return inspection each month.

100% Surveillance/ Periodic Inspection/ Customer Complaint

Service Calls 1.6 No more than 2% each month result in valid complaints. Contractor shall correct deficiencies noted on validated complaints within 2 days of notification.

Customer Complaint

Recurring Maintenance 1.7, Appendix 1

0 defects/complaints on gas systems; other actions—no more than 10% each month result in defects/valid complaints. Contractor shall correct deficiencies noted on any validated complaints within 2 days of notification.

All units are scheduled annually.

Periodic Inspection/ Customer Complaint

Compliance with Environmental, Safety, and Health Requirements

4.10

0 Notices of Violation or major negative findings

Periodic Inspection/

Grounds

1.11

No more than 10% of the units with defects/valid complaints each month.

Contractor shall correct deficiencies within 2 days of notification.

Periodic Inspection/ Customer Complaint

Reimbursable Parts and Materials

4.6 No more than 15% of work

orders delayed each month;

no more than 2% of items each month result in defects/ valid complaints in pricing/ quality.

Periodic Inspection/

*Each paragraph reference includes all related subparagraphs.

PERFORMANCE OBJECTIVES:

TIMELINESS OF COM AND MAJOR MAINTENANCE

Performance Threshold: 95% of COM units are completed within 7 days each month and 100% of COM units completed within 10 days each month.

Method of Surveillance: 100% Surveillance

Procedures: Surveillance is conducted by 100% inspection of completed COM units. COR will review the housing units undergoing COM and any major maintenance to verify they were completed as specified in Appendix 1 of the PWS.

Remedy: Contractor shall receive monthly notice of any COM units not completed on time. 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 Show Cause Notice. If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

QUALITY OF COM AND MAJOR MAINTENANCE

Performance Threshold: No more than 4 units with more than 5 discrepancies that can be corrected on the spot and no more than 1 unit with discrepancies that require COR return for inspection each month.

Method of Surveillance: 100% Surveillance/Periodic Inspection/Customer Complaint

Procedures: COR will inspect each housing unit at the completion of COM and any major maintenance to determine whether the contractor's quality of work meets the contract standards.

Once COR are reasonably assured that the contractor's performance consistently demonstrates the contractor's thorough understanding of, and compliance with, contract requirements, surveillance may be reduced to periodic inspection and customer complaint. If the contractor's performance deteriorates, surveillance will then revert back to 100% surveillance.

Remedy: Contractor shall re-perform work not meeting the performance threshold. Contractor shall receive monthly notice of any COM units and major maintenance projects not meeting contract standards. 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 Show Cause Notice. If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

SERVICE CALLS

Performance Threshold: No more than 2% each month result in valid complaints. Contractor shall correct deficiencies noted on any validated complaints within 2 days of notification.

Method of Surveillance: Customer Complaint

Procedures: The contractor is responsible for receiving, responding to, and documenting customer complaints from housing occupants and COR. COR will periodically inspect the contractor's customer complaint records to determine whether the contractor has met the service call quality and timeliness standards in the contract and whether the contractor is providing a responsive, corrective customer feedback system. COR may also receive and follow-up on customer complaints. Any complaints received by COR must also be documented.

Remedy: Contractor shall re-perform work not meeting the performance threshold. 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 Show Cause Notice. If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

RECURRING MAINTENANCE

Performance Threshold: 0 defects/complaints on gas systems; other actions-no more than 10% each month result in defects/valid complaints. Contractor shall correct deficiencies noted on any validated complaints within 2 days of notification.

Method of Surveillance: Periodic Inspection/Customer Complaint

Procedures: COR may choose to periodically inspect completed recurring maintenance or rely entirely on customer complaints to determine whether the contractor has met the standards in the contract and has performed in accordance with the approved contractor-developed recurring maintenance plan and schedule required in paragraph 1.7 of the performance work statement.

The contractor is responsible for receiving, responding to, and documenting customer complaints from housing occupants and COR. COR will periodically inspect the contractor's customer complaint records and recurring maintenance schedule to determine whether the contractor has met the recurring maintenance standards in the contract and whether the contractor is providing a responsive, corrective customer feedback system. COR may also receive and follow-up on customer complaints. Any complaints received by COR must also be documented.

Remedy: Contractor shall re-perform work not meeting the performance threshold. 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 Show Cause Notice. If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

COMPLIANCE WITH ENVIRONMENTAL, SAFETY, AND HEALTH

REQUIREMENTS

Performance Threshold: 0 Notices of Violation or major negative findings

Method of Surveillance: Periodic Inspection/Customer Complaint

Procedures: Periodic inspection may be conducted by COR or any federal, state, local, or base governing authority, such as the Environmental Protection Agency, Occupational Safety and Health Administration, Idaho Department of Environmental Quality, Air Force Office of Special Investigations, or 366 CES/CEAN. The contractor is responsible for receiving, responding to, and documenting customer complaints from housing occupants, COR, and governing authority representatives. COR will periodically inspect the contractor's customer complaint records to determine whether the contractor has met the required environmental, safety, and health standards and whether the contractor is providing a responsive, corrective customer feedback system. COR may also receive and follow-up on customer complaints. Any complaints received by COR must also be documented.

Remedy: Contractor shall re-perform work not meeting the performance threshold. 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 Show Cause Notice. If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

GROUNDS MAINTENANCE

Performance Threshold: No more than 10% of the units with defects/valid complaints each month. Contractor shall correct deficiencies within 2 days of notification.

Method of Surveillance: Periodic Inspection/Customer Complaint

Procedures: COR may choose to periodically inspect completed grounds maintenance or rely entirely on customer complaints to determine whether the contractor has met the grounds maintenance standards in the contract. The contractor is responsible for receiving, responding to, and documenting customer complaints from housing occupants and COR. COR will periodically inspect the contractor's customer complaint records to determine whether the contractor has met the grounds maintenance standards in the contract and whether the contractor is providing a responsive, corrective customer feedback system. COR may also receive and follow-up on customer complaints. Any complaints received by COR must also be documented.

Remedy: Contractor shall re-perform work not meeting the performance threshold. 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 Show Cause Notice. If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

REIMBURSABLE PARTS AND MATERIALS

Performance Threshold: No more than 15% of work orders delayed each month; no more than 2% of items each month result in defects/valid complaints in pricing/quality.

Method of Surveillance: Periodic Inspection/Customer Complaint

Procedures: The contractor is responsible for receiving, responding to, and documenting customer complaints from housing occupants and COR. COR will periodically inspect the contractor's customer complaint records to determine whether the contractor has met the standards in the contract and whether the contractor is providing a responsive, corrective customer feedback system. COR may also receive and follow-up on customer complaints.

Any complaints received by COR must also be documented.

Work Order Delays: COR will periodically review the Work Orders to determine whether the completion of any work orders has been delayed due to a lack of materials.

Pricing: QA personnel will periodically inspect pricing of parts and materials. COR will perform this inspection by reviewing the contractor's purchase documents and the supporting documents provided with the contractor's invoice to determine whether the contractor has complied with the pricing and competition requirements in paragraph 4.6 of the PWS.

Quality: COR may choose to periodically inspect the quality of reimbursable parts and materials or rely entirely on customer complaints to determine whether the contractor has met the standards in the contract.

Remedy: Contractor shall re-perform work not meeting the performance threshold, if possible.

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 Show Cause Notice.

If the trend continues, the Contracting Officer may issue a Cure Notice. If the trend still continues, the Contracting Officer may begin termination procedures.