Attachment_7_Quality_Assurance_Surveillance_Plan.pdf

ATTACHMENT 7

FA4897-14-B-0001

QUALITY ASSURANCE SURVEILLANCE PLAN

PACKING AND CRATING

SERVICES

MOUNTAIN HOME AFB, ID

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.

FUNCTIONAL COMMANDER/DIRECTOR

NAME:

SIGNATURE:

CONTRACTING OFFICER

CONTRACT ADMINISTRATOR

QUALITY ASSURANCE PERSONNEL

CONTRACTOR

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 packing and crating 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.

SECTION 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 10 th 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 Objectives *PWS

Paragraph

Performance Standard Method of

Surveillance

Preparation, Packing, Loading, and Containerization of Personal

Property for onward movement

Part 1, Paragraph A.4, A.7

No more than 3% of total number of shipments are incorrectly packed/loaded/ containerized per month.

80%

Surveillance/Over the Phone Evaluation

Pick-up/Delivery of Personal

Property

Part 1, Paragraph A.3

No more than 5% per month of the total number of shipments, or validated customer complaints, for untimely pick-up/deli very.

80%

Surveillance/Over the

Phone Evaluation

Pick-up, return, and proper preparation of Documentation

Part 1, Paragraph A.2, A.8, A.12

98% on-time return of completed, accurate, legible documentation to JPPSO per month. 96% on-time pickup of documentation from JPPSO per month.

Divide total number of correct documents by total number of documents multiply by 100 to calculate the percentage of correct documents

Maintain Adequate Facilities and

Vehicles.

Part 1, Paragraph

A.10, A.7, DTR

AppendixD and E.

Less than 3 violations per quarter based on inadequate facilities or vehicles as outlined in Appendix D and E of the

DTR.

Initial inspection of the contractor's facilityIquarterly inspections of the contractor's facility

Protection and Accountability of

Government-Owned Containers

(GOCs).

Part 1, Paragraph A.7, A.7

No more than 2% of total number of GOCs improperly protected/constructed during this quarter. Less than two failures per month tore-coop

GOCs within specified time frame.

Spot-check/Quarterly

*Each paragraph reference includes all related subparagraphs.

PERFORMANCE OBJECTIVES

PREPARATION, PACKING, LOADING, AND CONTAINERIZATION OF

PROPERTY FOR ONWARD MOVEMENT

Performance Threshold: No more than 3% of total number of shipments are incorrectly packed/loaded/containerized per month.

Method of Surveillance: 80% Surveillance/Over the Phone Evaluation

Procedures: The COR will evaluate a minimum of 80% of the Contractors performance, by utilizing a locally developed checklist based on paragraphs A.4 and A.7 of the PWS. If the

COR is unable to conduct the evaluation at the members residence while the Contractor is there (preferred method), the COR can call the member to conduct the evaluation over the phone. Every attempt should be made to use the preferred method while the job is in progress.

Remedy: Contractor will receive a Contractor Discrepancy Report (CDR) if the performance threshold of 3% was exceeded. 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.

PICK-UP/DELIVERY OF PERSONAL PROPERTY

Performance Threshold: No more than 5% per month of the total number of shipments, or validated customer complaints, for untimely pick-up/delivery.

Method of Surveillance: 80% Surveillance/Over the Phone Evaluation

Procedures: The COR will evaluate a minimum of 80% of the Contractors performance by utilizing a locally developed checklist based on the requirements of paragraph A.3 of the

PWS. If the COR is unable to conduct the evaluation at the members residence while the

Contractor is there (preferred method), the COR can call the member to conduct the evaluation over the phone. Every attempt should be made to use the preferred method while the job is in progress.

Remedy: Contractor will receive a CDR, if the 5% per month was exceeded. 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.

PICK-UP, RETURN, AND PROPER PREPARATION OF DOCUMENTATION

Performance Threshold: 98% on-time return of completed, accurate, legible documentation to JPPSO per month. 96% on-time pickup of documentation from JPPSO per month.

Method of Surveillance: Divide total number of correct documents by total number of documents multiplied by 100 to calculate the percentage of correct documents.

Procedures: COR/JPPSO billing section will divide the total number of documents that are correct by the total number of documents and multiply by 100 to calculate the percentage of correct documents.

Remedy: Contractor will receive all incomplete documents back from JPPSO-COS until discrepancy has been corrected. If the same problem continues, the CDR will be issued.

Discrepancy found on documentation will delay the processing of payment.

MAINTAIN ADEQUATE FACILITIES AND SERVICEABLE EQUIPMENT

Performance Threshold: Less than 3 violations per quarter based on inadequate facilities or vehicles as outlined in Appendix D and E of the DTR.

Method of Surveillance: Initial inspection of the contractor's facility/ quarterly inspections of the contractor's facility

Procedures: The COR will conduct an initial inspection of the contractor's facility for compliance with the.PWS requirements using Appendix D and E of the DTR. Upon approval of the facility after the initial inspection, the COR will conduct quarterly inspections of the

Contractor's facility. The COR will notify the Contracting Officer if the facility is found to be unsatisfactory.

Remedy: Under DTR- Appendix E, if the contractor receives a "B" rating, the contractor will correct deficiencies immediately and COR will re-inspect. 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.

PROTECTION AND ACCOUNTABILITY OF GOVERNMENT-OWNED

CONTAINERS (GOCS)

Performance Threshold: No more than 2% of total number of GOCs improperly protected/constructed during this quarter. Less than two failures per month to re-coop GOCs within specified time frame.

Method of Surveillance: Spot-check/Quarterly

Procedures: CORs will:

a. Spot-check when the Contractor picks-up/delivers HHG shipments.

b. Check Quarterly at the contactor's warehouse.

c. CORs will randomly check to ensure re-coopering of GOCs is performed by the

Contractor, only when authorized by JPPSO. All repairs will be done prior to delivery to residence.

d. CORs will ensure the Contractor, on an as needed basis, delivers GOC's to the site identified by JPPSO.

e. One time check, the COR ensures the new outbound DPM Contractor picked up the serviceable empty GOCs from the previous Contractor(s) not later than 30 calendar days after commencement of the contract.

f. The CORs will validate that the inspection and disposition schedule of serviceable/ unserviceable containers was complied with, serviceable or unserviceable containers have not been commingled, and that these two categories of containers were kept segregated.

g. The COR will validate that Contractors have provided JPPSO with a GOC report, (AF Form 384, Government-Owned Container Control Record) fifteen (15) days after the contract start date and thereafter by the 5th of the month and that the Contractor maintains an accurate, up to date count of all GOCs.

Remedy: The contractor will receive a CDR if the performance of 2% was exceeded. 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.