Attch_3_-_QASP_-_Refuse.pdf

ATTACHMENT 3

FA4897-13-B-0002

QUALITY ASSURANCE SURVEILLANCE PLAN

BASE REFUSE COLLECTION

MOUNTAIN HOME AFB ID

FUNCTIONAL

COMMANDER/DIRECTOR

NAME RYAN M. HOFF

SIGNATURE

CONTRACTING OFFICER

NAME CYNTHIA A. TORTOLANO

SIGNATURE

CONTRACT ADMINISTRATOR

NAME SHAWNA WEST

SIGNATURE

CONTRACTING OFFICER’S

REPRESENTATIVE (PRIMARY)

NAME GUY CUMBER

CONTRACTING OFFICER’S

REPRESENTATIVE (ALTERNATE)

NAME CHARLES KALINA

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 evaluate contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the refuse services contract.

RESULTS/GOALS: The Multi-Functional Team (MFT) is attempting to improve customer service efficiently, maximize contractor performance and enhance cost savings.

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 periodically 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 para.

Performance Threshold

Method of Surveillance

Collect and dispose of solid waste.

1.1 – 1.3 No more than 2 customer complaints monthly.

Customer complaint and periodic inspection

Maintain containers and collection stations

1.1.8 – 1.1.8.1

1 deficiency permitted per month.

Maintain equipment in good workable condition.

Trucks shall be washed and free of odors.

1.4 No more than 2

customer complaints monthly.

Perform unscheduled or special collections required by the Contracting Officer/

COR.

1.1.2.1, 1.1.2.2

1 deficiency per month.

Customer complaint

Implement Quality Control Plan

2.1. 1 deficiency per month.

Periodic inspection

*Each paragraph reference includes all related subparagraphs.

PERFORMANCE OBJECTIVES

COLLECT AND DISPOSE OF SOLID WASTE

Performance Threshold: No more than 2 defects per month. Defects shall be corrected within 2 working days of notification.

Method of Surveillance: Customer Complaint and Periodic Inspection

Procedures: Surveillance is conducted by customer complaints called in to either contractor or COR on a collection route for a given day. Also, the COR will answer complaints from customers whose dumpsters were not emptied, cleaned on schedule, or relocated IAW the PWS.

Periodic inspections will be conducted to ensure performance standards are being met IAW the

PWS.

Remedy: When non-performance occurs for this SS item and re-performance is possible as determined by the COR and the Contracting Officer, the contractor will have 2 working days to re-perform upon notification from the COR. When re-performance cannot take place as determined by the COR 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.

MAINTAIN CONTAINERS AND COLLECTION STATIONS

Performance Threshold: No more than one customer complaint per month or one periodic inspection finding per month. Containers shall be maintained in accordance with state local or federal regulations and conform to applicable paragraphs of the PWS.

Method of Surveillance: Customer Complaint and Periodic Inspection

Procedures: The contractor is responsible for receiving, responding to, and documenting customer complaints from customers and COR. The COR will inspect the contractor's customer complaint logs when necessary to determine whether the contractor responded accordingly to complaints during the course of the event. Periodic inspection may be conducted by the COR for all tasks associated with this performance objective.

Remedy: The contractor shall make repairs, wash or exchange container in question with a clean unit within 1 day to bring them into compliance with the requirements of the PWS. Upon completion of the exchange the COR will re-inspect the container to ensure it meets the requirements of the PWS. 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.

MAINTAIN EQUIPMENT

Performance Threshold: No more than two customer complaints per month. Trucks and equipment shall be maintained in accordance with applicable regulations.

Method of Surveillance: Customer Complaint and Periodic Inspection

Procedures: The contractor is responsible for receiving, responding to, and documenting customer complaints from customers and COR. The COR will inspect the contractor's customer complaint logs when necessary to determine whether the contractor responded accordingly to complaints during the course of the event. Periodic inspection may be conducted by the COR for all tasks associated with this performance objective.

Remedy: The contractor shall make repairs to vehicles within 1 week to bring them into compliance with the requirements of the PWS. Upon completion of the repair the COR will re-inspect the vehicle to ensure it meets the requirements of the PWS. 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.

PERFORM UNSCHEDULED/SPECIAL COLLECTIONS

Performance Threshold: No more than 1 defect per month. Defects shall be corrected within 1 working day of notification.

Method of Surveillance: Customer Complaint

Procedures: The COR will 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 Quality Control Plan. The contractor is responsible for receiving, responding to, and documenting customer complaints from customers and COR. COR will periodically inspect the contractor's customer complaint logs to determine whether the contractor has met standards in the contract and whether the contractor is providing timely re-performance of the respective task. COR may also receive and follow-up on customer complaints. Any complaints received by COR must also be documented.

Remedy: The contractor shall re-perform all tasks associated with this performance objective.

Any task not re-performed after the first request will be given 1 additional opportunity to re-perform. Failure to re-perform after the second request shall be documented by the COR and sent to the Contracting Officer for review and further action if deemed necessary. 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.

IMPLEMENT A QUALITY CONTROL PLAN

Performance Threshold: No more than 1 defect per month.

Method of Surveillance: Periodic Inspection

Procedures: Periodic inspection may be conducted by the COR for all tasks associated with this performance objective.

Remedy: The COR will examine the contractors QC plan initially and periodically throughout contract performance. Re-perform by instituting necessary changes to the plan, then implementing. If the errors continue, the documentation applicable to the errors will be forwarded to the Contracting Officer for possible corrective action against the contractor. 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.