Atch2_QASP_22AUG12.pdf

Attachment 2 to Solicitation No. FA5209-12-R-0041

QUALITIY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR

HOUSEHOLD GOODS PACKING AND CRATING SERVICES

AT

YOKOTA AB

Date: 27 Jul 2012

NOTE: THIS QASP IS PROVIDED AS AN ATTACHMENT TO THE SOLICITATION FOR INFORMATION

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

This QASP, formerly known as the Performance Plan has been developed as identified in Chapter 4, Acquisition of Services under Air Force Instruction (AFI) 63-101, Acquisition and Sustainment Life Cycle

Management. The QASP has been developed to evaluate contractor actions while implementing the

Performance-based Work Statement (PWS). This plan will be used by the Contracting Officer’s

Representative (COR) to ensure contractor compliance on the Household Goods Packing and Crating Services at Yokota AB contract. This plan prescribes the objective in having the services, the goals of the MFT, team members and their roles and responsibilities, and how the MFT 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, equipment, parts, transportation, and other items and services necessary to provide the Household Goods Packing and Crating Services at Yokota AB in accordance with (IAW) the attached 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 QASP is designed to provide the COR with an effective and systematic method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the PWS. This

QASP 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 QASP 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 COR 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 (MFT).

2.1. Initial Performance Review: The initial evaluation of contractor performance shall take place within 30 calendar days after the contractor assumes full performance responsibilities (i.e. after completion of transition/mobilization) to ensure the contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract.

2.2. The government personnel listed in paragraph 3 below will participate in performance management of the contractor. The MFT 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. MFT ROLES & RESPONSIBILITIES.

The following government officials will participate in performance management of the contractor. Their roles and responsibilities are described as follows:

3.1. Contracting Officer’s Representative (COR):

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 COR will be appointed for this contract. The

Functional Commander/Director (FC/FD)/COR’s supervisor is the designating authority. COR 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 COR will maintain surveillance documentation, notify the Contracting Officer (KO) of any significant performance deficiencies and recommend improvements to the QASP and PWS throughout the life of the acquisition.

3.1.1.1. Assessment Schedule: The COR 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 (KO) if requested. The schedule shall be marked “FOR

OFFICIAL USE ONLY” and shall not be shown to the contractor. Either the COR’s supervisor or Functional

Commander/Director will sign the schedule.

3.1.1.2. Changes to the assessment schedule shall be posted promptly to FC/FD/COR’s supervisor. Since an order can be placed at least one full workday prior to the performance date, the assessment schedule may be changed with short notice. Copies of the changed schedule shall be provided to FD/FC. The COR shall document the reason(s) for changes of the assessment schedule, and maintain the documentation in the COR files with the corresponding changed assessment schedule.

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

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

3.1.2. CORs are responsible for certifying receipt of the contractor’s services on a monthly basis. The COR must certify on each invoice, or may use a DD Form 250 or similar documents.

3.2. The Contracting Officer (KO):

Overall responsibility for overseeing the contractor’s performance. The KO 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 COR assessment of the contractor’s performance; and resolving all differences between the COR and the contractor’s disagreements. The KO 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 KO will facilitate MFT meetings.

3.3. The Functional Commander/Director (FC/FD))/COR’s supervisor:

Overall responsibility for developing the PWS and the QASP to ensure mission requirements, are performance-based, foster innovation, and define metrics. The FC/FD/COR’s supervisor will assign competent and capable functional experts and COR to the MFT. The FC/FD/COR’s supervisor will also assign a primary and an alternate COR and notify the KO of any changes to this designation and any significant contractor deficiencies related to the performance of the contract.

3.4. The Contracting Squadron Commander:

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

Post-award Annual Execution Review, briefing top 5 contracts in the aggregated amount to the Service

Advocate (SA) thru the Service Designated Official (SDO), and annually report the Health of Services

Assessment to SA thru SDO. Ensures that the MFT exercises acquisition authorities and responsibilities IAW the Federal Acquisition Regulation (FAR), Defense Federal Acquisition Regulation Supplement (DFARS), Air

Force Federal Acquisition Regulation Supplement (AFFARS) and Air Force instructions. Responsible for developing and implementing acquisition strategies for services acquisitions; providing oversight of the MFT in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement; and ensuring personnel on the MFT 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 MFT in the development of contract requirements, ensuring requirements are clearly stated and enforceable; aids in development of the Services Summary (SS) and QASP and provides training to all FC/FD/COR’s supervisor, COR 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 KO in ensuring contractor performance meets contract standards; records and transcribes minutes for meetings.

3.7. Others as needed: The MFT 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. 98 percent on-time pickup of documentation from PPSO per month.

Periodic Surveillance

Customer Complaints

SS 4: Accurate invoicing of charges

Part III, Paragraph

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 are 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 COR will perform inspections to ensure contractor compliance with the appropriate paragraphs of the PWS regardless of the paragraph 4.4 hereunder and will record the results of inspection, noting the date of inspection whenever it is necessary.

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 COR conducting the assessment. When COR determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the COR’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 COR shall notify the KO 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 COR 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 COR 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 and record summary of monthly result in Contracting

Officer’s Representative Monthly Summary of Surveillance Report in Appendix A. For SS5, the COR shall record results of inspection by using DD Form 1812, Warehouse Inspection Report in Appendix C. For SS3, 4, and 6, COR shall use his/her local recording system. The surveillance documentation Contracting Officer’s

Representative Monthly Summary of Surveillance Report in Appendix A outlines the items indicated on the

SS for COR’s monthly schedule and record. If during an inspection the COR 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 finding and challenges the validity, the COR will contact the KO. The deficiency shall 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 COR should contact the KO 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. The COR will establish a customer education program and familiarize their customers with applicable contract requirements and this information shall be maintained in the COR surveillance file. The information provided may consist of brochures, newspaper articles, emails, or anything that provides the customer with status on the service, the COR, and the complaint process. Customer feedbacks are not considered valid upon receipt, the COR 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 COR shall notify the KO 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 COR 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. COR may also accept customer complaints by e-mail or fax. When a customer complaint is received, the COR will conduct an investigation to determine the validity of the complaint. When the COR validates the complaint, the COR 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 COR will also inform the KO of the matter. The Contract Manager/the contractor’s quality control personnel shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Upon receipt of the completed document from the contract quality control personnel, the COR will provide a copy of it to the KO.

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 COR folder. Customer complaint forms become a permanent part of the COR 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 COR, the COR will refer the matter to the KO for a final decision. If the COR 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 KO at contract completion except deficiency that will immediately be forwarded to the KO.

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/COR s supervisor and the KO.

4.6. Remedies for Non-Conformance: If inspections indicate unacceptable performance, the COR 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 (or shorter depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the COR should notify the KO for action. If the contractor disagrees with the noted discrepancy and an agreement cannot be reached, the KO 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. MFT Meetings: The MFT 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 MFT will continually review documentation and procedures to improve efficiency. If a MFT is required more often than annually it will be scheduled by the KO.

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

5.4. Contract Performance Assessment Reporting System (CPARS): COR 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 COR, 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 is the KO.

6. REVISIONS TO THIS PERFORMANCE PLAN.

Revisions to this QASP are the joint responsibility of the FD/FC, KO and COR. The COR reviews the PWS and QASP annually and will provide proposed changes through the FC/FD/COR’s supervisor to the MFT 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

D A

Y / S

S Ite m

1-Jan-13

2-Jan-13

3-Jan-13

4-Jan-13

7-Jan-13

8-Jan-13

9-Jan-13

10-Jan-13

11-Jan-13

14-Jan-13

15-Jan-13

16-Jan-13

17-Jan-13

18-Jan-13

21-Jan-13

22-Jan-13

23-Jan-13

24-Jan-13

25-Jan-13

28-Jan-13

29-Jan-13

30-Jan-13

31-Jan-13

S S

Ite m

P W

S P a ra g ra p h

P e rfo rm a n c e

O c u rre d

S u rv e ille d

R e s u lts

C u s to m e r C o m p la in t

R e c e iv e d

P e rfo rm a n c u rre d

S u rv e ille d

R e s u lts

C u s to m e r C o m p la in t

R e c e iv e d

P e rfo rm a n c u rre d

S u rv e ille d

R e s u lts

C u s to m e r C o m p la in t

R e c e iv e d

P e rfo rm a n c u rre d

S u rv e ille d

R e s u lts

C u s to m e r C o m p la in t

R e c e iv e d

P e rfo rm a n c u rre d

S u rv e ille d

R e s u lts

C u s to m e r C o m p la in t

R e c e iv e d

P e rfo rm a n c u rre d

S u rv e ille d

R e s u lts

C u s to m e r C o m p la in t

R e c e iv e d

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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: