QASP.pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN (QASP)

FOR

Eielson AFB

1 February 2012 Date

Non-Personal Services

DALE SKINNER, Lt Col, USAF TONY A. MENA, Lt Col, USAF

Commander, 354 th

Contracting Squadron Functional Director

MICHAEL A. LELEVIER KIMBERLY JEFFERIES, SSgt, USAF

Contracting Officer Contracting Officer’s Representative

JAMES KOT, SSgt, USAF DIANE M. SCHMITT, TSgt, USAF

Contract Administrator Contracting Officer’s Representative

REBECCA GREGOROFF

Quality Assurance Program Coordinator

This Quality Assurance Surveillance Plan may be made part of the solicitation but shall not be part of the resulting contract.

QUALITY ASSURANCE

SURVEILLANCE PLAN (QASP)

TABLE OF CONTENTS

Subject Page

1. Overview 3

2. Objective and Results 3

3. Multi-Functional Team (MFT)

Members/Roles and Responsibilities 3-7

4. Surveillance Approach 7

5. Documentation Requirements 8

6. Performance Requirements 8

Attachment 1, Services Summary (SS) 11

Attachment 2, Customer Complaint Record 12

Attachment 3, Customer Complaint Log 13

1. OVERVIEW.

a. Purpose. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to ensure it receives the services under contract as identified in the performance objectives in the Performance Work Statement (PWS).

This plan will focus on the level of performance required by the PWS, not the methodology or process. This plan implements the requirements of the Defense Federal Acquisition Regulation

Supplement (DFARS) Procedures, Guidance, and Information (PGI) 201.6, Air Force Federal

Acquisition Regulation Supplement (AFFARS) Mandatory Procedure (MP)5346.103, and

MP5301.602-2(d) with respect to the Government’s quality assurance requirements.

b. Intent. The intent of this QASP is to rely on the Contractor's Quality Control Plan

(QCP), if applicable; changing the Government's role from "oversight" to "insight;” focusing on determining if the standards (desired end results) are met, versus evaluating if each individual task is performed, and deducting when the Contractor fails to meet the standard.

2. OBJECTIVE AND RESULTS.

a. Objective. To provide non-personal services for Eielson AFB, Alaska.

Periodic and Preventative Maintenance. Contractor shall provide all plant, management, tools, supplies, equipment, transportation, and labor necessary to maintain and repair government-owned appliances, in accordance with the Statement of Work.

b. Results. To ensure the Contractor meets all requirements in the PWS, provides continuing services to Eielson AFB, Alaska and that the Contracting Officer’s Representatives

(CORs) assess the Contractor’s performance according to the standards set forth in the Services

Summary (SS) (Attachment 1).

3. MULTI-FUNCTIONAL TEAM (MFT).

a. MFT Key Members.

Contracting Officer (CO):

Contract Administrator (CA):

Quality Assurance Program Coordinator (QAPC):

Contracting Officer’s Representatives (COR):

b. MFT Roles and Responsibilities. The MFT will plan and manage this service contract throughout the life of the requirement. The MFT shall support and its members shall perform:

Business/acquisition strategy that promotes best value decisions that will meet customer requirements and foster partnerships with industry

Develop, implement, and execute performance based acquisition strategy

Market research to ensure best commercial practices

Source selection which ensures best value selection based on requirements

Contract performance management, to include collection of past performance information

Provide support to leadership, as required, to ensure dissemination of acquisition information

Ensure funding is adequate and within approved funding baselines

Manage risk to ensure mission performance is within cost and schedule constraints

Identify opportunities to improve performance throughout the life of the acquisition and recommend changes to the QASP

c. Membership. An MFT is established for each acquisition; it creates an environment that shapes and executes the service requirement throughout its entire life. The members work together to ensure success. The MFT is responsible for acquisition planning, development, and performance management for new and follow-on service contracts. MFT meetings will be held for new contracts. Together, the team builds the acquisition strategy, purchase request package and solicitation, and executes performance management. Contractor input should be encouraged throughout the process.

The MFT membership will be individuals holding the positions listed herein. The MFT may be comprised of the following positions:

Functional Commander/Director (FC/D) over the functional area

Contracting Squadron Commander

Contracting Officer (CO)

Contracting Officer’s Representative(s) (COR) Supervisor(s)

Quality Assurance Program Coordinator (QAPC)

Contract Administrator (CA)

Contracting Officer’s Representative(s) (COR(s)) in the functional area

Environmental, Legal, Manpower, Finance, Records Management, Air Force Office of Special Investigations (AF OSI), Security, and Safety (Optional. These members may be called to help research or provide guidance on an issue that arises during the acquisition process.)

Contractor (Becomes a member after award of contract.)

Functional Commander/Director (FC/D) shall:

Ensure functional compliance with the requirements set forth in Office of the Under

Secretary of Defense (OUSD) (Acquisition Technology & Logistics (AT&L))

Memorandum, 29 Mar 10, “DoD Standard for Certification of COR for Service

Acquisitions” to ensure that properly trained and ready CORs are assigned prior to contract award

Receive required training on the contracting requirements associated with the quality assurance program in accordance with (IAW) MP5301.602-2(d) and any MAJCOM/DRU procedures

Provide/Ensure the availability of competent functional experts to represent them on the

MFT who will be available full time or as warranted by the acquisition life cycle

Provide functional continuity and stability for the MFT throughout the life cycle of the acquisition

Jointly form the milestones for the acquisition process

Develop and deliver a requirements package in order to ensure timely award of the contract

Build and encourage organizational awareness, ensuring all members of the MFT are aware of changes, milestones, mission goals, objectives, values, and their constant active roles in creating a quality PBSA

Review Contractor performance documentation prepared by the COR on a regular basis

Contracting Squadron Commander shall:

Serve as the Installation Business Advisor to senior leadership

Ensure the MFT exercises acquisition authorities and responsibilities in accordance with

(IAW) the Federal Acquisition Regulation (FAR)

Monitor progress of the MFT

Correct/evaluate delays or problems not resolvable within the MFT

Build and encourage organizational awareness ensuring all members of the MFT are aware of changes, milestones, mission goals, objectives, values, and their constant active roles in creating a quality PBSA

Contracting Officer (CO) shall:

Determine the nature of the work/requirement (Type A, B, or C) as specified in the

Office of the Under Secretary of Defense (OUSD) (Acquisition Technology & Logistics

(AT&L)) Memorandum, 29 Mar 10, “DoD Standard for Certification of COR for Service

Acquisitions”

Determine if prospective COR(s) is/are qualified and acceptable. If unqualified or unacceptable, must identify specific deficiencies, notify the requiring activity, and request additional information or a new COR nomination

Ensure contract-specific training (to include refresher training) is scheduled and provided to prospective COR(s)

Appoint COR(s) via the COR Designation Memorandum and forward a copy of the fully executed COR Designation Memorandum to the COR, COR Supervisor, Contractor, QAPC, and to the contract administration office (if applicable)

Review the COR’s reports for completeness/accomplishment

Provide an assessment on COR performance to the COR Supervisor, as requested

If COR reports and/or performance are inadequate, provide a written assessment and discuss performance with the COR

If COR reports and/or performance continue to be inadequate, provide a written assessment and discuss COR performance with COR management

In cases where COR performance continues to be poor, terminate the COR Designation in writing and request a COR replacement. (The requiring activity shall provide a COR replacement to ensure continuous contract monitoring by a qualified individual.)

When the requiring activity requests termination of COR Designation, terminate the COR

Designation in writing. (The termination memorandum shall be executed by the CO and acknowledged by the COR and COR Supervisor. Include the signed Termination of

COR Designation memorandum in the official contract file.)

Forward a copy of the fully executed Termination of COR Designation memorandum to the COR, COR Supervisor, QAPC, and the contract administration office (if applicable)

Ensure acquisition processes (i.e., market research, gathering past performance, source selection, solicitation, evaluation, and award) are aggressively performed

Participate in MFT meetings and when the CA is not present, ensure minutes are taken and a written record is maintained of MFT meetings, action items, and milestones

Contracting Officer’s Representative (COR) Supervisor(s) shall:

Complete required training on the contracting requirements associated with the quality assurance program IAW MP5301.602-2(d) and any MAJCOM/DRU procedures

Assign COR(s) to satisfy surveillance requirements of the contract

Ensure participation in the pre-award process and performance of prospective COR/COR duties/responsibilities are properly addressed in the annual performance appraisal

Evaluate the performance of COR duties as part of their performance assessments throughout the period of the contract

Quality Assurance Program Coordinator (QAPC) shall:

Train CORs and COR Management (COR Supervisor and FC/D) on the contracting requirements associated with the quality assurance program in accordance with

MP5301.602-2(d) and any MAJCOM/DRU procedures

Support the MFT in the development of contract quality assurance requirements, specifically ensuring requirements are clearly stated and enforceable

Assist the CO in providing refresher training in accordance with MP5301.602-2(d) and

OUSD (AT&L) Memorandum, 29 Mar 10, “DoD Standard for Certification of COR for

Service Acquisitions”

Assist the MFT during market research efforts in determining commercial quality assurance practices

Assist, as required, with the evaluation of Contractor Quality Control Plans (QCP)

Maintain the organization’s COR management system database (e.g., DoD Contracting

Officer’s Representative Tracking (CORT) Tool at https://arcy.army.mil/DODCOR/).

Duties include maintaining:

o A record of all COR designations and terminations of designations, to include COR’s acknowledgement of their duties, by contract number and CO’s name, and o A record of all COR and COR management training, including refresher training regardless of provider (e.g., QAPC, CO, Contract specialists, CA, Defense

Acquisition University (DAU), or commercial training provider)

Assist in preparing the PWS and QASP

Participate in MFT meetings

Contract Administrators (CA) shall:

Chair MFT meetings

Perform acquisition processes (i.e., market research, gathering past performance information, source selection, solicitation, evaluation, and award)

Ensure minutes are taken and maintain a written record of all MFT meetings to include action items and milestones, which should be distributed to the CORs and QAPC

Assess COR performance periodically

Provide contract-specific training to CORs https://arcy.army.mil/DODCOR/

Contracting Officer’s Representative(s) (COR(s)) shall:

Provide information necessary to assess actual or potential personal conflicts of interest and immediately notify the CO if subsequent situations arise

Initiate request for required COR training/COR refresher training to ensure required training is completed prior to contract award IAW OUSD (AT&L) Memorandum, 29

Mar 10, “DoD Standard for Certification of COR for Service Acquisitions”

Participate, as requested, in requirements definition/pre-award activities

Ensure participation in the pre-award process and performance of prospective COR/COR duties/responsibilities are properly addressed in the annual performance appraisal

Establish and maintain a COR file IAW DFARS PGI 201.602-2(ii) and MP 5301.602-

2(d)

Remain abreast of changes to terms and conditions of the contract resulting from contract modifications

NOT appoint, delegate, or re-delegate COR duties/responsibilities to another individual

(Only a CO may designate a COR and delegate duties/responsibilities to a COR)

Provide reports on contract performance to the CO and FC/D. If advised by the CO and/or FC/D that reports are inadequate, ensure follow-on reports address issues expected by the CO and/or FC/D

When advised by the CO or COR management that COR designation will be terminated, ensure reports/records are made available to the CO, COR management, and a successor

COR, if one is designated by the CO

If circumstances change and there is a reasonable expectation that the designated COR cannot perform effectively, (e.g., personal conflict of interest, change in assignment), the

COR shall notify the CO and COR management and request the CO terminate the COR

Designation and take action to designate a successor COR

Submit requests to make changes to the contract with detailed Government cost estimate

(in writing) to the CO. (It takes an average of 30 days to modify a contract to increase/decrease services.)

Prepare a Contractor Performance Assessment Report (CPAR) annually and submit to the

CA in the Contractor Performance Assessment Reporting System (CPARS)

Fulfill any other duties specifically identified in the CO’s COR Designation

Memorandum. (This list of duties may differ according to each COR Designation

Memorandum.)

Environmental, Legal, Manpower, Safety, Finance, Records Management POCs can:

Review and provide input for acquisition service requirement

Contractor shall:

Provide innovative ideas that promote best value business decisions on this service contract to meet customer requirements

Comply fully with the terms and conditions of the contract/task order

Recommend changes to the contract that will provide more effective operations or eliminate unnecessary costs

Ensure that non-compliance of contract/task order requirements are identified and corrected and prevents recurrence

Maintain a QCP, if applicable, that compliments the QASP

4. SURVEILLANCE APPROACH.

a. Purpose. This section details the method(s) to be used in verifying Contractor compliance with the contract requirements. The key elements of this process are the Contractor's

QCP and Government identified performance thresholds. The performance thresholds will dictate the minimum surveillance requirements the Government must accomplish. This QASP provides the procedures on how to conduct these surveillances.

b. Surveillance Approach. To facilitate the surveillance of the Contractor's QCP and/or

Government identified performance thresholds, Government personnel will verify Contractor compliance with designated performance requirements. The COR will verify that performance thresholds are met. The specific procedures to be followed in verifying that performance thresholds are met are delineated in this plan. The intent of this surveillance approach is to gain confidence in the Contractor's way of doing business and then adjusting the level of insight to a point that maintains that confidence. With this intent, the surveillance approach may not be one that stays the same throughout the duration of the contract. All Government evaluators should be prepared to periodically update the surveillance approach when the situation arises. It is the responsibility of the FC/D and COR to review the critical requirements to assess their applicability and recommend the addition or subtraction of requirements as conditions warrant.

(1) Customer Complaint. Anyone that observes unacceptable services, either incomplete or not performed IAW the performance objectives of the Services Summary (SS) may submit a Customer Complaint Record, KAFB Form 396 (Attachment 4). The COR will log in and track any Customer Complaints using the Customer Complaint Log, KAFB Form 171

(e.g., Attachment 5) to determine if complaints are valid and pass them to the Contractor’s

Quality Control Inspector (QCI) for correction. Recurring defects are not permitted. For example, if a customer complained that service had not been performed or that the service was defective, the Contractor would be required to correct the defect through re-performance, and a defect would be recorded against the Contractor’s performance (even after re-performance).

(2) Periodic Surveillance. The COR will periodically assess the Contractor’s performance by watching actual performance, physically checking an attribute of the completed task, or inspecting the task or its results to determine whether or not the performance meets the standard contained in the contract. When the surveillance observation results in a deficiency, the

COR will ask the Contractor to re-perform, if possible. This deficiency will still count against the Contractor’s number of defects, even if he/she re-performs.

(3) Inspection Criteria. The COR will visually inspect the Contractor’s performance either each time the task is performed or through inspecting 100% of the outcome upon completion. (Use of this technique may be appropriate in the surveillance of contract requirements that have especially critical impact on mission accomplishment or safety, occur infrequently, or have stringent requirements.) The COR will use a locally-developed checklist to document the results of the inspection.

5. DOCUMENTATION REQUIREMENTS.

a. General. Documentation is required from the COR to record, evaluate, and report

Contractor's performance.

b. COR Report. The COR is required to maintain accurate records of the Contractor's performance and keep the CO informed of all data pertaining to Contractor status. This documentation provides the CO with Contractor status as it applies to the performance criteria.

Every effort should be made to make this report to the CO as accurate as possible.

c. Activity Log. An instrument used by the COR to supplement the inspection records and to provide a complete picture of the Contractor's performance. Types of information that may be included are: details of inspections, conversations of meetings with the Contractor, and notes and/or comments that may be of value at some later date.

d. Inspection Report. The COR is required to provide a summarized report to the FC/D detailing the results of critical requirement verifications and reporting all discrepancies associated with the performance thresholds on the SS. This includes deficiencies identified by the Contractor. This information will be used as a basis for the COR’s annual CPAR.

6. PERFORMANCE REQUIREMENTS.

a. Services Summary (SS). The SS (Attachment 1) captures the measurable service requirements in the contract that are important to the overall operational requirements. The SS includes performance objectives that describe the desired end result or outcome the Contractor shall achieve. The performance thresholds state the Government’s minimum acceptable level of the performance in terms of quality, timeliness, and quantity in realistic and achievable standards. These thresholds are critical to mission success. The PWS paragraphs reference the details of the performance objective in the PWS.

NOTE: The performance objective is merely a reference point for Government personnel and does not relieve the Contractor of any contractual requirements. The QASP adds a column to the

SS; Method of Surveillance/Assessment. One or more of the surveillance/assessment approaches in paragraph 4 above will be referenced in this section.

b. Contractor Performance Assessment Report (CPAR). At the completion of each performance period, the COR will complete a narrative summary of Contractor past performance in the Contractor Performance Assessment Reporting System (CPARS), which is a web-based program. Any defects associated with performance thresholds on the SS will be included in the

CPAR. After review by the CA, the CPAR will be forwarded electronically to the Contractor, who has 30 days to concur, non-concur, and/or make comments.

Attachment 1

SERVICE SUMMARY

SS # Performance Requirement PWS Para Performance Standard

1 The contractor shall accomplish the food preparation tasks in accordance with recipe cards and serve in standard portions.

1.2. 95% of menu items per meal period.

2 The contractor shall comply with sanitation requirements of the food code and state and local laws/regulations, which results in a satisfactory or better rating in Health

Inspections.

1.2.; 1.4.;

1.5.; and 1.6.

100% of the time

3 The contractor shall satisfy facility manager and guests in reference to timeliness of service and courteousness of employees.

1.2.2.2.;

1.2.2.3.

95% of monthly meal periods

4 The contractor shall make available supplies and materials necessary to serve guests.

1.8.4.4.4. 95% of monthly meal periods

5 The contractor shall reconcile cash drawer with Point of Sale (POS) reports and ensure cash is turned in on time.

1.3.;

1.9.4.

100% of deposits per month

6 The contractor shall maintain the interior and exterior of the dining facility in a clean and sanitary condition.

1.5.;

1.7.

90% of the days in the month

7 The contractor shall provide cooks/food servers to ensure there is no impact to food service operations during contingency operations.

1.11. 100% of the time

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY