03_Atch2_PerformancePlan.pdf

Attachment 2 to Solicitation No. FA5209-09-R-0025

PERFORMANCE PLAN

FOR

HOUSEHOLD GOODS PACKING AND CRATING SERVICES

IN

KANAGAWA

Date: 5 Aug 2009

NOTE: THIS PERFORMANCE PLAN IS PROVIDED AS AN ATTACHMENT TO THE SOLICITATION FOR

INFORMATIONAL PURPOSE ONLY. IT WILL NOT BECOME PART OF THE CONTRACT.

This Performance Plan (PP) has been developed as identified in Air Force Instruction (AFI) 63-124, Performance-based Services Acquisition (PBSA). The PP has been developed to evaluate contractor actions while implementing the Performance-based Work Statement (PWS). This plan will be used by the Quality Assurance (QA) personnel to ensure contractor compliance on the Household Goods Packing and Crating Services in Kanagawa contract. This plan prescribes the objective in having the services, the goals of the multi-functional team, team members and their roles and responsibilities, and how the multi-functional team will assess contractor performance and manage the contract to obtain efficiencies, improved performance, and cost savings throughout its life cycle.

1. OBJECTIVE.

The objective is to provide all labor, materials, tools, equipments, parts, transportation, and other items and services necessary to provide the Household Goods Packing and Crating Services in Kanagawa in accordance with the PWS.

In addition to the services described in the PWS, the contractor is expected to be a partner with the base community in continuously improving the quality of programs and services offered to customers. This PP is designed to provide the QA personnel with an effective and systematic method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the PWS. This PP provides a systematic method to evaluate the services the contractor is required to furnish and not the details of how the contractor accomplishes the work. This PP 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. The role of the government is quality assurance to ensure contract standards are achieved. The government will also rely on the contractor's existing or developed Quality Control

System for ensuring contractual requirements are met. The contractor is required to develop and implement a comprehensive program of inspections and monitoring actions. The QA personnel is to be objective, fair, and consistent in evaluating the contractor’s performance against the standards contained in the PWS.

2. GOALS OF THE MULTI-FUNCTIONAL TEAM.

The government personnel listed in paragraph 3 below will participate in performance management of the contractor. The multi-functional team is established and meetings are held under the title formerly known as

Business Requirement Advisory Group (BRAG). The goals of this team are to manage this contract and to provide an avenue to collectively work together to create a strong working relationship between the using agency, contracting and the contractor and to provide the highest level of contract performance and customer service.

Working together will reduce costs and improve contract performance. Contractor input shall be encouraged throughout the contract. Their roles and responsibilities are described in paragraph 3 below.

3. MULTI-FUNCTIONAL TEAM ROLES & RESPONSIBILITIES. The following government officials will participate in performance management of the contractor. Their roles and responsibilities are described as follows:

3.1. Quality Assurance Personnel (QA personnel):

3.1.1. Responsible for monitoring, assessing, recording and reporting on contractor compliance with the terms and conditions of the contract. A primary and alternate QA personnel will be appointed for this contract. The

Functional Commander/Director (FC/FD) is the designating authority. QA personnel will have primary responsibility for completing quality assurance monitoring forms that will be used to document the inspection and evaluation of the contractor’s performance. The QA personnel will maintain surveillance documentation, notify the

Contracting Officer (CO) of any significant performance deficiencies and recommend improvements to the PP and

PWS throughout the life of the acquisition.

3.1.1.1. Assessment Schedule: The QA personnel will develop a monthly surveillance schedule either computer generated or locally revised forms may be used based on the surveillance plan’s requirements. This schedule should indicate contract number, SS number (inspection items) and paragraph numbers of the PWS, and date of inspections.

The monthly schedule must be completed before the first day of the surveillance period that it covers, and will be sent to the Contracting Officer (CO). The schedule shall be marked “FOR OFFICIAL USE ONLY” and shall not be shown to the contractor. Either the QA personnel’s supervisor or Functional Commander/Director will sign the schedule.

3.1.1.2. Changes to the assessment schedule shall be posted promptly. Copies of the changed schedule shall be sent to the FD/FC and the CO. The QA personnel shall document the reason(s) for changes of the assessment schedule, and maintain the documentation in the QA personnel files with the corresponding changed assessment schedule.

3.1.1.3. Surveillance: The QA personnel will conduct inspections of all SS items. The QA personnel may also receive feedback from customers and other government employees and pass them on to the contractor’s QCI for correction. Compilation of the surveillance for the month will be signed by the QA personnel. If discrepancies are found during surveillances, the Functional Commander/Director must sign surveillance documentation. The surveillance documentation must be sent to the CO on a monthly basis.

3.1.1.4. QA persoonel are responsible to conduct, at a minimum, quarterly assessments of maintenance conducted on contractor-operated, government-owned equipment.

3.1.2. QA personnel are responsible for certifying receipt of the contractor’s services on a monthly basis. The

QA personnel must certify on each invoice, or may use a DD Form 250 or similar documents.

3.2. The Contracting Officer (CO):

Overall responsibility for overseeing the contractor’s performance. The CO will be responsible for monitoring of the contractor’s performance in the areas of contract compliance, contract administration, cost control, and property control; reviewing the QA personnel assessment of the contractor’s performance; and resolving all differences between the QA personnel and the contractor’s disagreements. The CO is the only person with the authority to direct the contractor in the performance of his duties under the contract and to make interpretations of and/or changes to the contract. The CO will facilitate Multi-Functional Team meetings.

3.3. The Functional Commander/Director (FC/FD):

Overall responsibility for developing the PWS and the PP to ensure mission requirements, are performance-based, foster innovation, and define metrics. The FC/FD will assign competent and capable functional experts and QA personnel to the Multi-Functional Team. The FC/FD will also assign a primary and an alternate QA personnel and notify the CO of any changes to this designation and any significant contractor deficiencies related to the performance of the contract. The FC/FD is responsible for identifying mission essential services and developing the necessary documents IAW DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis. The

FC/FD is responsible for reviewing contractor’s performance documentation prepared by the QA personnel ensuring contract compliance.

3.4. The Contracting Squadron Commander:

Serves as the business advisor to senior leadership i.e. wing commander and group commanders. Annually brief

Senior Leadership on the health of Quality Assurance Program. Annually submits Management and Oversight of the Acquisition of Service Process (MOASP) reports to PACAF. Ensures that the Multi-Functional Team exercises acquisition authorities and responsibilities in accordance with the Federal Acquisition Regulation (FAR), Defense

Federal Acquisition Regulation (DFARS), Air Force Federal Acquisition Regulation (AFFARS) and Air Force instructions. Responsible for developing and implementing acquisition strategies for services acquisitions;

providing oversight of the Multi-Functional Team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement; and ensuring personnel on the Multi-Functional Team receive the appropriate level of training to meet local needs.

3.5. The Quality Assurance Program Coordinator (QAPC):

Develops, manages and implements the base Quality Assurance Program; supports the Multi-Functional Team in the development of contract requirements, ensuring requirements are clearly stated and enforceable; aids in development of the Services Summary (SS) and PP and provides training to all FC/FD, QA personnel and others that interact with this contract as needed.

3.6. The Contract Administrator (CA):

The focal point for issues regarding the contract; prepares and processes modifications to the contract; assists the CO in ensuring contractor performance meets contract standards; records and transcribes minutes for meetings.

3.7. Others as needed: The Multi-Functional Team may include other organizations as deemed necessary.

4. PERFORMANCE ASSESSMENT.

4.1. The following Services Summary Guides reflect the performance evaluation required by the PWS.

SERVICES SUMMARY (SS) AND METHOD OF ASSESSMENT

SS Number and

Performance Objective PWS Paragraph Performance Threshold Method of Assessment

SS 1: Proper

Packing/Loading/

Containerization of

Personal Property for Onward Movement

Part I, Paragraph A.4, A.7

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

Periodic Surveillance

Customer Complaints

SS 2: On-time

Pickup/Delivery of

Personal

Property

Part I, Paragraph A.3 No more than five percent per month of the total number of shipments are validated

Customer complaints for untimely

Pickup/delivery.

Periodic Surveillance

Customer Complaints

SS 3. Timely pickup/return, proper preparation of documentation

Part I, Paragraph A.2.i, A.8.a, A.8.c, A.8.i

98 percent on-time return of completed, accurate, legible documentation to

PPSO per month. 96 percent on-time pickup of documentation from PPSO per month.

Periodic Surveillance

Customer Complaints

SS 4: Accurate invoicing of charges

Part III, Paragraph 4 98 percent error-free invoice submission rate per month.

Periodic Surveillance

Customer Complaints

SS 5. Maintain adequate facilities and serviceable equipment

Part I, Paragraph

A.7.h , A.10.

Less than three violations per quarter based on inadequate facilities or unserviceable equipment as outlined in

PWS Appendix J.

Periodic Surveillance

Customer Complaints

SS 6. Protection and

Accountability of

Government-Owned

Containers

(GOCs)

Part I, Paragraph

A.7.a, A.7.a.(1), A.7.e, A.7.g.(1), A.7.g.(2)

No more than two percent of total number of GOCs improperly protected during this quarter. Less than two failures per month to re-coop GOCs within specified time frame.

Periodic Surveillance

Customer Complaints

4.2. Assessment of SS Items: The QA personnel will perform inspections to ensure contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspection, noting the date of inspection.

4.3. Assessment Documentation shall include as a minimum, the date, time, and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of QA personnel conducting the assessment. When QA personnel determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the QA personnel’s assessment documentation. The methods of inspection are listed below.

4.4. Methods of Inspection:

4.4.1. Periodic Surveillance

Standard: Deficiencies shall not exceed the performance thresholds cited in the SS for each performance objective. The QA personnel shall notify the CO for appropriate action in accordance with FAR 52.212-4, Contract

Terms and Conditions - Commercial Items or the appropriate Inspection of Services clause, if any of the above service areas exceed the performance thresholds.

Procedures: The QA personnel shall inspect the performance objectives indicated in SS based on the frequency as specified in the SS above and record performance as acceptable or unacceptable. For SS1 and SS2, the

QA personnel shall record results of inspection of each move by using DD Form 2773, Report of Contractor

Services in Appendix B for surveillance of each move pursuant to Defense Transportation Regulation (DTR) May

09, Part IV, Personal Property, Chapter 404, para G.1.a and record summary of monthly result in Quality Assurance

Personnel Monthly Summary of Surveillance Report in Appendix A. For SS5, the QA personnel shall record results of inspection by using DD Form 1812, Warehouse Inspection Report in Appendix C. For SS3, 4, and 6, QA personnel shall use his/her local recording system. The surveillance documentation Quality Assurance Personnel

Monthly Summary of Surveillance Report in Appendix A outlines the items indicated on the SS for QA personnel’s monthly schedule and record. If during an inspection the QA personnel finds unacceptable service they will conduct an investigation to ascertain the validity and cause of the unacceptable service and notify the contractor’s contract manager of the findings. Based on the findings, the contract manager may be asked to re-perform. If the contract manager disagrees with the complaint and challenges the validity, the QA personnel will contact the CO. The deficiency will not be recorded if correction of the unacceptable condition(s) is accomplished. Recurring deficiencies in excess of the performance thresholds listed in the SS are not permitted for any of the performance objectives listed in the SS. If a repeated unacceptable service is received indicating the same deficiency during the same service period (month, quarter, etc.), the QA personnel should contact the CO for appropriate action.

4.4.2. Customer Complaints

The key to the success of a customer feedback system is customer education. If customers are aware of the services they are entitled to receive and the contract standards for those services, the result is an effective customer feedback system. QA personnel will establish a customer education program and familiarize their customers with applicable contract requirements and this information shall be maintained in the QA personnel surveillance file. The information provided may consist of brochures, newspaper articles, emails, or anything that provides the customer with status on the service, the QA personnel, and the complaint process. Customer feedbacks are not considered valid upon receipt, the QA personnel must validate and process for action, as applicable.

Standard: Deficiencies shall not exceed the performance thresholds cited in the SS for each performance objective. The QA personnel shall notify the CO for appropriate action in accordance with FAR 52.212-4, Contract

Terms and Conditions-Commercial Items clause, if any of the above service areas exceed the performance thresholds.

Procedures: Customer complaints may be received from customers through any method that contains adequate information for the QA personnel to validate the complaint (i.e. date/time of complaint, organization, name, phone no., bldg. no., contract title or number, detailed description of the complaint). A sample of the

Customer Complaint Record is found in Appendix D. The Customer may verbally express his/her complaint by a telephone call or in person. QA personnel may also accept customer complaints by e-mail or fax. When a customer complaint is received, the QA personnel will conduct an investigation to determine the validity of the complaint.

When the QA personnel validates the complaint, the QA personnel should inform the contractor’s contract manager/quality control personnel of the approximate time the defect(s) will be corrected. Customer complaints received verbally will be maintained in a customer complaint log (Appendix E). The QA personnel will also inform the CO of the matter. The contract manager/quality control personnel shall return the written customer complaint document, properly completed with actions taken, to the QA personnel, who will file the complaint for monitoring future recurring performance. Upon receipt of the completed document from the contract quality control personnel, the QA personnel will provide a copy of it to the CO.

After investigation and validation of the services, a completed copy of Customer Complaint Record Form will be distributed to the complainant, the contractor and contracting office respectively and the original will be filed in QA personnel folder. Customer complaint forms become a permanent part of the QA personnel surveillance records.

If the contract manager/quality control personnel disputes the complaint and challenges the validity of the complaint, and the dispute cannot be resolved between the contract manager and the QA personnel, the QA personnel will refer the matter to the CO for a final decision. If the QA personnel determines the complaint as invalid, he/she will document the findings, and file the annotated complaint form for file. All surveillance documentation will be forwarded to the CO at contract completion except deficiency that will immediately be forwarded to the CO.

4.5. Assessment of Non-SS Items: All other tasks required under the PWS may be inspected on a random basis at a frequency determined by the FC/FD and the CO.

4.6. Remedies for Non-Conformance: If inspections indicate unacceptable performance, the QA personnel will notify the contractor’s contract manager of the deficiencies for correction. The contractor shall be given an appropriate time frame not exceeding three work days (depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the QA personnel should notify the CO for action. If the contractor disagrees with the noted discrepancy and an agreement cannot be reached, the CO shall be notified for a final decision. When reperformance is not possible, contract price may be reduced to reflect the reduced value of the services performed.

5. PERFORMANCE MANAGEMENT.

5.1. Market Research: Market research will be used as a tool throughout the life of the contract to remain current with the most efficient and effective assessment methods and techniques of the commercial marketplace. As a minimum, market research will be conducted annually prior to exercising the option periods.

5.2. Multi-functional Team Meetings: The multi-functional team and contract specific MFT will manage the contract for the life of the contract. This team will form a partnership between the government and the contractor to ensure the best possible service is provided for the life of the contract. This team will meet upon exercising contract options.

5.2.1. All performance assessment documentation will be reviewed at these meetings. If performance improvement is necessary a plan of action will be created. The multi-functional team will continually review documentation and procedures to improve efficiency. If a MFT is required more often than annually it will be scheduled by the CO.

5.3. Quarterly QA Personnel Performance Assessment: Contract Administrator will perform quarterly surveillances to ensure contract compliance and proper documentations of QA personnel files.

5.4. Contract Performance Assessment Reporting System (CPARS): QA personnel shall conduct, document, track, and analyze contractor performance via regularly scheduled assessments. The assessment results shall be maintained as Past Performance Information and utilized to prepare and support annual Performance Assessment

Report System (CPARS) reporting. CPARS will be updated at least annually documenting contractor performance for this specific contract. More frequent updates may be made as required to document a significant improvement or degradation of the level of contract performance. The Assessing Official Representative (AOR) will be the QA personnel, who will also prepare the CPAR document and obtain his/her supervisor’s signature as the Assessing

Official (AO). The contractor will have input prior to this CPAR being finalized. The contractor will select their personnel to serve as Contractor Representatives (CR) to review and comment on the CPAR. The CPAR will be sent to the Reviewing Official (RO) if there is significant disagreement on the CPAR's ratings between the AO and the CR or if the AO chooses to revise the assessment as a result of the CR's comments. The RO may be Functional

Commander/Director (FC/FD) or the CO. The RO’s signature shall not be delegated.

6. REVISIONS TO THIS PERFORMANCE PLAN.

Revisions to this PP are the joint responsibility of the FD/FC, CO and QA personnel. The QA personnel reviews the

PWS and PP annually and will provide proposed changes through the FC/FD to the multi-functional team for review. This is a living document that can be changed at any time if the overall scope of the contract does not change.

Appendix A

Sample of the Monthly Surveillance Report

Appendix B

DD Form 2773 Report of Contractor Services

Appendix C

DD Form 1812, Warehouse Inspection Report

DD Form 1812, Warehouse Inspection Report

(Continued)

Appendix D

Sample Customer Complaint Record

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

Appendix E

Sample Customer Complaint Log

Date Customer Name ORGN/Phone

Number

Complaint Section Referred to

& Date

Complaint: