A-14_QASP.pdf

Attachment 2 No. FA5209-13-T-0069

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

TRANSPORTATION AND DISPOSAL SERVICES OF

EXPIRED MERCHANDISE FOR

THE KANTO PLAIN CDC, SAGAMI GENERAL

DEPOT, YOKOHAMA NORTH DOCK, AND

SAGAMIHARA COMMISSARY, SAGAMIHARA

FAMILY HOUSING AREA, JAPAN

Date: 4 Sep 13

NOTE: THIS QUALITY ASSURANCE SURVEILLANCE PLAN IS PROVIDED AS AN

ATTACHMENT TO THE SOLICITATION FOR INFORMATIONAL PURPOSE ONLY. IT

WILL NOT BECOME PART OF THE CONTRACT.

This Quality Assurance Surveillance Plan (QASP) has been developed as identified in Air Force

Instruction (AFI) 63-138. 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 Transportation and Disposal Services of Expired Merchandise for the Kanto Plain CDC, Sagami General Depot, Yokohama North Dock, and Sagamihara Commissary, Sagamihara Family Housing Area, Japan.

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, equipment, parts, transportation, and other items and services necessary to provide Transportation and Disposal Services of Expired

Merchandise for the Kanto Plain CDC, Sagami General Depot, Yokohama North Dock, and

Sagamihara Commissary, Sagamihara Family Housing Area, Japan 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 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 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 is met. The contractor is required to develop 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 standard.

2. GOALS OF THE MULTI-FUNCTIONAL TEAM

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 goals of the multi-functional 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. 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 Supervisor is the designating authority. The 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) or Contract Administrator (CA) 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 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 schedule must be completed before the first day of the surveillance period that it covers, and shall be uploaded to CORT Tool

(https://wawf.eb.mil). The schedule shall be marked “FOR OFFICIAL USE ONLY” and shall not be shown to the contractor. If necessary, the COR’s supervisor will sign the schedule before the schedule will be posted to CORT Tool. Contract Administrator (CA) will download the schedule from CORT Tool.

3.1.1.2. Changes to the assessment schedule shall be posted promptly. Copies of the changed schedule shall be reposted to CORT Tool for the CA and/or KO’s review. 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 item requirements. The COR may also receive feedback from customers and other government employees and pass them on to the contractor's on-site manager(s) for correction. Completion of the surveillance for the month will be signed by the COR. If discrepancies are found during surveillances, COR Supervisor must sign surveillance documentation for the purpose of oversight.

3.1.1.4 CORs are responsible to conduct, at minimum quarterly assessments of maintenance conducted on contractor-operated, government-owned equipment and facilities, however any service contracts under which the contractor is required to perform merely once or twice a year, shall not apply to this rule.

3.1.2. COR are responsible for certifying receipt of the contractor’s services on a monthly basis as set forth in the contract, however less frequent services do not necessarily apply to a monthly basis payment. 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 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 discrepancies 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 Multi-Functional Team meetings.

3.3. The Functional Commander/Director (FC/FD)/ COR 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 Supervisor will assign competent and capable functional experts and COR(s) to the Multi-Functional Team. The

COR Supervisor will nominate a primary and an alternate COR (if necessary) and notify the KO of any changes to this designation and any significant contractor deficiencies related to the performance of the contract. The FC/FD/COR Supervisor is responsible for identifying mission essential services and developing the necessary documents IAW DoDI 1100.22, Policy and

Procedures for Determining Workforce Mix. The COR Supervisor is responsible for reviewing contractor’s performance documentation prepared by the COR ensuring contract compliance.

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 Multi-Functional Team exercises acquisition authorities and responsibilities in accordance with 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 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 QASP and provides training to all COR Supervisor, COR(s) and others (if necessary) 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 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: Pick-up and

Transportation Para 1.1

One (1) Defect is allowed per year Periodic Inspection &

Customer Complaints

SS 2: Disposal Para 1.4 One (1) Defect is allowed per year Periodic Inspection &

Customer Complaints

SS 3: Manifest Para 1.5.3.

Zero (0) Defect is allowed for every pick up.

100% of the time.

Periodic Inspection &

Customer Complaints

4.2. Assessment of SS Items: The COR 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 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 Inspection

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 both SS quarterly and indicate performance as acceptable or unacceptable. The surveillance documentation should outline the same items indicated on the COR’s surveillance schedule. 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 will be recorded even if correction of the unacceptable condition(s) is accomplished. 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. 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 A. 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 B). The COR will also inform the KO of the matter. The contract manager/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 COR 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 (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, if necessary, 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 if required .

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 KO.

5.3. COR Performance Assessment: Contract Administrator (CA) will perform annually surveillances to ensure contract compliance and proper documentations of COR files, however any service contracts set forth less frequent surveillance requirement do not apply to this rule.

6. REVISIONS TO THIS QUALITY ASSURANCE SERVEILLANCE PLAN.

Revisions to this QASP are the joint responsibility of the FD/FC/COR Supervisor, KO and COR.

The COR reviews the PWS and QASP annually and will provide proposed changes if necessary through the FC/FD/COR Supervisor 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 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 B

Sample Customer Complaint Log

Date Customer Name ORGN/Phone

Number

Complaint

Section

Referred to & Date

Complaint: