Izmir_Security_Guards-PP--24_Oct_12.pdf

PERFORMANCE PLAN

FOR

SECURITY GUARD SERVICES

425 AIR BASE SQUADRON, IZMIR AS, TURKEY

Coordination and Review:

MSgt Edward L. Brown

Functional Director

SSgt Wade C. Waddle

Contracting Officer Representative

Mr. Willie A. Anderson

QAPC

MSgt Jason Thomas

Contracting Officer

TABLE OF CONTENTS

Part 1

Section 1 – Purpose

Section 2 – Roles and Responsibilities of the Multi-Functional Team

Section 3 – Contractor’s Quality Control Plan

Section 4 – Contract Management

Part 2 (This part will be included in the contract, SOW Section 2)

Section 5 – Service Summary

Section 6 – Assessment Procedures

Section 7 – Unacceptable Performance

Section 8 – Certification/Acceptance of Service

Section 9 – Review and Acceptance

Section 10 – A PERFORMANCE PLANendex

PART 1

SECTION 1.0.

1. PURPOSE

1.1. This Performance Plan has been developed to provide an effective and systematic method to evaluate contractor provided services as required by the terms and conditions of the contract. This Performance Plan implements the requirements of Performance Based Service Acquisition (PBSA), with respect to the Government’s quality assurance requirements.

1.2. This Performance plan is based on the premise that the Contractor is responsible for contract management and quality control actions necessary to meet the terms of the contract, not the Government. The Government’s objective in having the service provided is to survey activities to provide sufficient assurance to justify acceptance/rejection of the contractor’s Security Guards Services. Based on quality data trends, the frequency and methods of Government surveillance may be changed. Failure to provide quality services could result in termination of the contract and other monetary repercussions. Result that the Government is striving to achieve in managing the acquisition is to assure the contractor obtains an acceptable level of performance, meets the stated qualifications, and are available to provide services according to Air Force needs. A contract to provide the service is the best means of achieving this objective and results.

1.3. The government will not monitor frequencies or methods of performance, only the expected results as listed in the Service Summary using the Quality Assurance Evaluation Checklist (QAEC) – see appendix A.

1.4. This Performance Plan describes the method(s) used to evaluate contractor provided services in meeting performance objectives and performance thresholds. Contracting Officer Representative (COR) will use 100% inspection assessment methods to evaluate the contractor’s performance. The assessment procedures identified in this Performance Plan, with active application of the contractor’s quality control procedures, are intended to ensure acceptable contractor performance.

1.5. The role of Government quality assurance is to ensure contract standards are achieved. In conducting assessments, CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

1.6. This Performance Plan is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of contractor performance is maintained.

SECTION 2.0.

2. ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

Functional Director/Commander (FD/FC)/COR Supervisor

Contracting Officer (CO)

Contract Administrator (CA)

Contracting Officer Representative (COR)

Quality Assurance Program Coordinator (QAPC)

Contractor

(Any other stakeholder as required)

2.1. Functional Director/Functional Commander (FD/FC)/COR Supervisor

2.1.1. Ensures requirements documents developed by the multi-functional team satisfy mission requirements, are performance-based, foster innovation, and define metrics. Prepares PWS and performance plans and obtains Contracting Officer coordination on the final product.

2.1.2. Ensures all personnel within the functional area who may have contact with contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2.2. Contracting Officer (CO)

2.2.1. Ensures open communication is maintained between all parties, pre- and post-award. Delegates authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract.

2.2.2. Informs the contractor of the names, duties, and limitations of authority for all COR assigned to the contract.

2.2.3. Manages contractor performance assessment data, including submitting Contractor Performance

Assessment Reporting System (CPARS) reports.

2.3. Contract Administrator (CA)

2.3.1. Periodically assesses the CORs performance, not less than quarterly, and advises the COR of any problems.

2.3.2. Issues contract modifications as necessary.

2.3.3. Takes appropriate action should unacceptable contract performance occur.

2.4. Contracting Officer Representative (COR)

2.4.1. Develops technical requirements and independent cost/Government estimates for contract services.

2.4.2. Evaluates and documents the contractor’s performance in accordance with the procedures set forth in this Performance Plan.

2.4.3. Immediately notifies the Contracting Officer of any significant performance deficiencies.

2.4.4. Maintains assessment documentation throughout the life of the contract.

2.4.5. Certifies acceptance of services.

2.4.6. Promotes business decisions to meet customer requirements by researching the marketplace to remain current with the most efficient and effective performance assessment methods and techniques. Performs market research throughout the life of the requirement to ensure the team is knowledgeable of the commercial marketplace.

2.4.7. Fosters partnerships with industry to ensure exchanges of information with the service industry and other business experts.

2.4.8. Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the performance plan for implementing initiatives brought forward, and monitoring the success of implementation.

2.4.9. Recommends any changes necessary to the contract, PWS, Performance Plan, or other requirements to provide more effective operations or eliminate unnecessary costs.

2.5. Quality Assurance Program Coordinator (QAPC)

2.5.1. Coordinates all aspects of the quality assurance program

2.5.2. Participates in the Multi-Functional Team.

2.5.3. Reviews and coordinates all PWS and Performance plans.

2.5.4. Provides training for the FD/FC, COR Supervisor and all CORs.

2.5.5. Reviews and coordinates on all changes to the PWS and Performance Plan.

2.6. Contractor

2.6.1. Complies fully with the terms and conditions of the contract.

2.6.2. Participates as a member of the multi-functional team in the post-award management phase and

Maintains and implements a Quality Control Plan (QCP) that compliments the Performance Plan.

2.6.3. Ensures that non-conforming contract services are identified, and corrected. QCP is revised to prevent recurrences.

2.6.4. Tenders to the Government for acceptance only those services that conform to contract requirements and recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

SECTION 3.0.

3. CONTRACTOR’S QUALITY CONTROL PLAN

3.1. The contractor shall establish and maintain a QCP to ensure the requirements of the contract are provided as specified. The contractor shall provide a QCP describing the inspection system for the services required in the

PWS. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrence of unacceptable services. The contractor shall update the plan as changes occur and changes shall be submitted for review and acceptance to the Contracting Officer. The QCP shall contain, as a minimum, the following items:

3.1.1. A description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s). A description of the surveillance methodology used to cover all tasks and services listed on the PWS and QAEC. Contractor quality control surveillance records shall be kept at the

Contractor's on-base office and made available to the Government upon request.

3.1.2. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

3.1.3. A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

3.1.4. The Contractor will be required to provide a list of training times and subject matter that will be provided to employee(s) over the course of a year.

3.1.5. The Contractor shall establish and implement methods of making sure all keys and/or combinations issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The Contractor shall not duplicate any keys issued by the Government. The Contractor shall immediately report to the COR or CO any occurrences of lost or duplicated keys. In the event keys, other than master keys, are lost or duplicated, the Contractor may be required, upon written direction of the CO, to re-key or replace the affected lock or locks without cost to the Government. The Government may, however, at its option, replace the affected lock or locks or perform re-keying and deduct the cost of such from the monthly payment due the Contractor. In the event a master key is lost or duplicated, the Government shall replace all locks and keys for that system, and the total cost deducted from the monthly payment due the Contractor.

3.2. COR Inspection Records. CORs are responsible for the accuracy of inspection findings and must maintain records of all inspections. CORs should not change their findings/observations due to contractor or command influence. CORs must report any attempt to influence their performance of duties as a COR to the ACO and the

FC/FD.

3.3. Deficiency Reporting. CORs will utilize the Checklist to identify deficiencies and use the format identified in

Atch 1 for reporting deficiencies. CORs will coordinate identified deficiencies through the FD/FC, COR and the

CO. This notification is for deficiency correction only and does not indicate concurrence with the deficiency.

SECTION 4.0.

4. CONTRACT MANAGEMENT

4.1. This section identifies the use of performance measurement information to effectively obtain a positive change in organizational culture, systems, and processes, by helping to set agreed upon performance goals and sharing results of performance in pursuing those goals. On-going market research is conducted to ensure the contract requirements remain current with commercial standards, practices and industry performance evaluation methods. The multi-functional team shall utilize the following approaches, methods, and tools to manage the contract upon award:

4.1.1. 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 Contractor Performance Assessment Report System (CPARS) reporting. Assessment results and contractor’s submittals will be used to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

4.1.2. COR FILE. A contract file must be established and maintained by the COR assigned to the contract.

The file may be hard-copy or maintained in a computer data base provided there is adequate back up of the data to preclude accidental loss. Any computer maintained documents must be readily available for inspection by the contracting office and possible audits. All contract documents must be maintained for the life of the contract and turned in to the contracting office upon contract expiration, including all computer maintained documents. The contract file must contain as a minimum, the following documents and be set up utilizing an index:

4.1.2.1. Appointments. COR assignment letters by the FD/FC/COR Supervisor, the CO’s Letter of Delegation to the COR, CO notification to the contactor of COR assignment, Phase I & II training certificates.

4.1.2.2. Contract Documents. The Contract with all modifications (modifications to be posted to the contract), directive document references, maps, pertinent terms defined by the contract, equipment listings, Performance Plan

4.1.2.3. Surveillance Documentation. All surveillance inspections performed must be documented by the COR and maintained in this section. Any customer complaint training and all customer complaints and resolution thereof will be maintained in this section. Other information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that support the inspection paperwork.

4.1.2.4. Meeting Minutes. Copies of all MFT (minimum annual) and Periodic Progress Meeting minutes (frequency to be determined at contract start and may be adjusted accordingly).

4.1.2.5. Unacceptable Performance Documentation. A section used for filing all documentation associated with contract quality assurance correspondence, the COs inputs/determinations, Cure notices, Show

Cause with all supporting documentation.

4.1.2.6. Acceptance and Funding Issues. A copy of the Service Contractor Monthly Satisfaction

Survey will be maintained in this section. This is also the location to maintain AF9s, delivery orders, funding issues etc.

4.1.2.7. Reports/Submittals. Contractor reports/submittals as directed by the PWS.

4.1.2.8. Correspondence. Any other documentation that does not fall into sections listed above.

4.1.2.9. Lessons Learned. Document here any areas that you determine need to be changed/amended in future contracts. i.e., accountability issues, better description of work hours, cost and performance constraints.

4.2. The contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the performance work statement. COR shall monitor contractor’s performance against the contractor’s QCP.

4.2.1. Periodic Progress Meetings (PPM): The MFT shall conduct periodic progress meetings, not less than annually to review the contractor’s performance. At these meetings, the Contracting Officer will apprise the contractor of how the Government views the contractor’s performance and the contractor will apprise the

Government of problems, if any, being experienced. The contractor will also notify the Contracting Officer, in writing, of any work being performed, if any, that the contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues.

4.3. Performance Feedback: On a quarterly basis, the COR will complete a narrative summary of contractor performance and forward it to the CO that includes the following assessment elements. The COR will also keep the

FC informed of all performance assessments. This information is strictly a tool to support annual Contractor ratings in CPARS and provide a snapshot view of contractor’s performance.

PART 2

SECTION 5.0.

5. SERVICES SUMMARY (SS)

This section identifies the process that measures success towards achieving defined performance objectives or goals defined within the performance thresholds in the SS, or the process of assessing progress towards achieving the objectives/goals developed in this Performance Plan.

Performance Objective PWS

Para.

Performance

Threshold

1. The contractor provides all labor, tools, materials, equipment, transportation and supervision.

1 100% of the time

2. Ensures access to specified facilities to only authorized personnel IAW

Security Forces Operating Instruction 31-101 and Special Security

Instructions.

1.1.1 100% of the time

3. The Security Guards are familiar with all written instructions as outlined in

SFOI 31-101.

1.1.1 100% of the time

4. All incidents such as pilferage, theft, damage and trespassing are identified and reported to 425 ABS/SF.

1.1.1 100% of the time

5. Ensures that there is surveillance around exterior of facilities to make sure vehicles do not park in the designated “no parking” areas adjacent to facilities.

1.1.1 95% of the time

6. Ensures all Essential Elements of Friendly Information are protected from public view and only disposed of through pre-approved methods.

1.1.1 100% of the time

7. Provide the required number of guards at each post, and man each post during required hours as prescribed in PWS.

1.1.2 100% of the time

8. The contractor provides relief for normal breaks and meals and other needs of the guards.

1.1.2 100% of the time

9. The security guards report all serious incidents and/or accidents immediately to the Base Defense Operations Center (BDOC) Controller.

1.1.3 100% of the time

10. The security guards maintain the posts in a clean and neat appearance. 1.1.3 95% of the time

11. Sleeping and/or reading unauthorized materials on duty posts are prohibited.

1.1.2 100% of the time

12. The contractor performs and documents no-notice spot/post inspections 1.1.3 75% of the time

13. The contractor maintains a record for each employee, which will show training received, date of training received, and any discrepancies found during no-notice inspections. The contractor will provide these records to the

Government upon request.

1.1.3 100% of the time

14. The contractor assures the security guards are well groomed and exhibiting good personal hygiene.

1.1.3 100% of the time

15. The Security Guards shall possess fluent English language skills, to include reading and writing.

1.2.2 100% of the time

16. The contractor provides necessary training and equipment to the Security

Guards to comply with all specified duties within this contract.

1.2.2 100% of the time

17. The Contractor maintains positive control of Government Property. 3.5 100% of the time

18. The contractor assures the on-site Supervisor is available to be reached during their shift.

3.10.5 100% of the time

SECTION 6.0.

6. ASSESSMENT PROCEDURES

6.1. The COR will develop a Quarterly surveillance schedule based on this Performance Plan’s requirements.

A locally devised form may be used. The schedule shall be completed no later than seven calendar days before the beginning of the period it covers. Copies of the surveillance schedule shall be provided to the FC/FD/COR

Supervisor and the Contracting Officer, before the start of the surveillance period. Surveillance schedules, when completed, shall be marked “For Official Use Only”, and shall not be shown to the contractor. Changes to the surveillance schedule shall be posted promptly. Copies of the changed schedule shall not be sent to the FC/FD/COR

Supervisor and the Contracting Officer. The COR shall document the reason(s) for changes of the surveillance schedule, and maintain the documentation in the COR files with the corresponding changed surveillance schedule.

6.2. Assessment of Services Delivery Summary Items

6.2.1. It is essential for the CORs to conduct surveillance in accordance with the projected surveillance schedule for an effective quality assurance program. Mission requirements may require deviations from the surveillance schedule. Surveillance should be performed as close to the schedule as is practicable. The COR shall document the surveillance as it is conducted.

6.2.2. The COR shall conduct surveillance of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract, the PWS and the SDS items.

6.2.2.1. The COR must inspect by watching actual task performance, physically checking an attribute of the competed task, checking a management information report, or otherwise inspecting the task or its results to determine whether or not performance meets the standards continued in the PWS. The COR will use the quality assurance evaluation checklist (QAEC) in Appendix A to record a 100% surveillances.

6.2.3. Re-performance. The COR shall strive to have the contractor successfully re-perform all unacceptable performance, defects and customer complaints in a timely manner. The intent of the contract is to have the service provided rather than taking any reduction of payment. However, the contractor’s satisfactory re-performance of services shall be at no additional cost to the Government and shall not remove the status of any defects from 100% surveillances, as it applies to the performance thresholds listed in the SDS.

6.2.4. If the contractor challenges the validity of any customer complaint or defect annotated on a QAEC and the COR and contractor cannot come to agreement, the COR shall document the complaint/defect in question on a Performance Assessment Report (PAR) (Appendix D) and shall be forwarded to the Contracting Officer (CO) for resolution. The CO in accordance with the applicable Inspection/Acceptance clause will take action.

6.3. Assessment of non-SDS Items. 52.246-4 INSPECTION OF SERVICES--FIXED-PRICE (AUG 1996)

This clause gives the government the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, CORs have the right to conduct assessments for

SS items and non-SDS items as well. When the COR identifies unacceptable performance on non-SDS items, the

COR shall follow the procedures in Section 7 of this Performance Plan, entitled Unacceptable Performance.

6.4. 100% Inspection. This method requires the COR to inspect the service quarterly each time it occurs.

6.4.1. 100% Inspection Standard. One defect per quarter shall be allowed for any items identified as receiving 100% inspection within the SDS section of this Performance Plan.

6.4.2. 100% Inspection Procedures. Each performance objective will be evaluated utilizing a set of evaluation factors listed on the QAEC. For each QAEC evaluation factor, the contractor will receive either a pass or fail mark. Each fail mark will correlate to a defect and will be used in determining adherence to the Performance

Thresholds listed in SDS of this Performance Plan.

6.4.3. 100% Inspection documentation. This will be accomplished utilizing the QAEC. It will include the date, time, location of the inspection, applicable remarks of the inspection, and signature of the COR.

SECTION 7.0.

7. UNACCEPTABLE PERFORMANCE

7.1. When performance is determined unacceptable due to the contractor not meeting a performance threshold identified in the SS or the COR identifies unacceptable performance on non-SS items, the COR shall issue a PAR.

The COR will annotate a brief description of the deficiency, a suspense date then sign and date the form. The COR shall notify the contractor to pick up the form to annotate concurrence or non-concurrence, corrective action, corrective action estimated completion date and how to prevent recurrence or reason for non-concurrence. The contractor shall return the form to the COR by the suspense date on the form.

7.2. When performance is determined unacceptable due to failure to provide adequate corrective action to preclude recurrence of Government identified findings, failure to provide corrective action or re-performance of deficiencies identified by the COR within a prescribed suspense period, or any failure to adhere to security regulations that results in an incident, the COR shall issue a Corrective Action Report (CAR) (Appendix C). The

COR shall fill in the CAR by annotating the deficiency, impact to the Government caused by the deficiency, suspense date and control number. The COR shall notify the contractor of the CAR and require the contactor to respond, in writing, detailing a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and action taken to prevent recurrence, by the suspense date on the CAR. The COR shall then respond to the contractor’s corrective action plan. The COR and the FD/FC/COR Supervisor shall sign and date the CAR and forward the form to the Contracting Officer.

7.2.1. One CAR issued within a 1-month period will result in a warning

7.3. Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

7.4. The COR shall maintain a CAR log of all CARs issued to the Contractor (a locally devised form may be used). The CAR log shall contain the CAR number, date issued, contractor, description of unacceptable performance, suspense date, and closeout date. All CARs and CAR logs shall be maintained by the COR for the life of the contract.

7.5. Contracting Officer Notification

7.5.1. If at any time the COR identifies a “Major nonconformance”, which IAW FAR Part 46.101, means a nonconformance, other than critical, that is likely to result in failure of supplies and services, or to materially reduce the usability of the supplies or services for their intended purpose, the COR shall document their findings and notify the Contracting Officer immediately in writing. Email is acceptable.

7.5.2. When the COR identifies a “Minor nonconformance”, which IAW FAR Part 46.101, means a nonconformance that is not likely to materially reduce the usability of the supplies and services for their intended purpose, or is a departure from established standards having little bearing on the effective use or operation of the supplies or services, the COR shall document the findings. It is not required to notify the Contracting Officer.

However, if the same minor nonconformance is repeatedly identified, it may be an indication that a major nonconformance is occurring or has occurred because the Contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the Contracting Officer in writing.

7.6. COR Quarterly Report. COR shall submit an assessment report in the form of a letter and attach all CARs, PARs, and validated customer complaints to the CO and FC/FD/COR Supervisor at the end of the quarter in which the surveillance is occurred. The report shall identify the number of surveillances scheduled and conducted, the number of unacceptable performances observed, and the number of CARs, the number of PARs, number of valid customer complaints, any significant contractor performance discrepancies, and rating of the Contractor’s overall performance. The report shall be signed and dated by the COR and a copy provided to the CO and FC/FD/COR

Supervisor. Validated customer complaints and all documentation will be used to support Contractor ratings in the

Contractor Performance Rating System (CPARS).

7.7. Remedies for Unacceptable Performance.

7.7.1. In accordance with the contract Inspection of Services clause, if any of the services do not conform to contract requirements; the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. This includes but is not limited to termination of Contractor personnel and recruitment of substitute personnel that are equally qualified within established timeframes. When the defects in services cannot be corrected by re-performance, the Government may:

7.7.1.1. Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

7.7.2. If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance is in conformity with contract requirements, the Government may:

7.7.2.1. By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service, or

7.7.2.2. Decrease the invoice as stated in PWS related to performance; or terminate the contract.

SECTION 8.0.

8. CERTIFICATION/ACCEPTANCE OF SERVICES

8.1. The COR will certify receipt of contractor services via the Wide Area Work Flow (WAWF) website.

Certification of services shall be accomplished within three business days following the completion of the contract payment period, to avoid payment of interest penalties.

8.2. CORs are responsible for obtaining, scheduling, and completing WAWF training from the base Accounting and Finance Office.

SECTION 9.0.

9. REVIEW & ACCEPTANCE

9.1. MFT member signatures indicate their review and acceptance of the Performance Plan for Security Guards

Services contract, dated _________. These signatures indicate coordination on this Performance Plan at the time of development. MFT team coordination is needed if the Performance Plan is changed.

SECTION 10.0.

10. APPENDIX

Appendix A - COR Checklist

Appendix B - Customer Complaint Record

Appendix C - Corrective Action Report

Appendix D - Performance Assessment Report

Appendix A – COR Checklist

TASK Reference

PWS

Acceptable Unacceptable

1. The contractor provides all labor, tools, materials, equipment, transportation and supervision.

2. Ensures access to specified facilities to only authorized personnel

IAW Security Forces Operating Instruction 31-101 and Special Security

Instructions.

1.1.1

3. The Security Guards are familiar with all written instructions as outlined in SFOI 31-101.

1.1.1

4. All incidents such as pilferage, theft, damage and trespassing are identified and reported to 425 ABS/SF.

1.1.1

5. Ensures that there is surveillance around exterior of facilities to make sure vehicles do not park in the designated “no parking” areas adjacent to facilities.

1.1.1

6. Ensures all Essential Elements of Friendly Information are protected from public view and only disposed of through pre-approved methods.

1.1.1

7. Provide the required number of guards at each post, and man each post during required hours as prescribed in PWS.

1.1.2

8. The contractor provides relief for normal breaks and meals and other needs of the guards.

1.1.2

9. The security guards report all serious incidents and/or accidents immediately to the Base Defense Operations Center (BDOC) Controller.

1.1.3

10. The security guards maintain the posts in a clean and neat appearance.

1.1.3

11. Sleeping and/or reading unauthorized materials on duty posts are prohibited.

1.1.2

12. The contractor performs and documents no-notice spot/post inspections.

1.1.3

13. The contractor maintains a record for each employee, which will show training received, date of training received, and any discrepancies found during no-notice inspections. The contractor will provide these records to the Government within 5 workdays.

1.1.3

14. The contractor assures the security guards are well groomed and exhibiting good personal hygiene.

1.1.3

15. The Security Guards shall possess fluent English language skills, to include reading and writing.

1.2.2

16. The contractor provides necessary training and equipment to the

Security Guards to comply with all specified duties within this contract.

1.2.2

17. The Contractor maintains positive control of Government Property. 3.5

18. The contractor assures the on-site Supervisor is available to be reached during their shift.

3.10.5

Appendix B – 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 C – Corrective Action Report (CAR)

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE

DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the

Contractor is not required to provide a response.

8. CONTRACTING OFFICER REPRESENTATIVE (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT

RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the Contractor to provide a response to the CAR. A date must be entered for a Major CAR. A date is optional at the discretion of the Contracting Officer Representative (COR) initiating the CAR if the finding is Minor.

Block 6. All CARs will be tracked with a Control Number. The functional commander/functional director is the

Issuing Authority for his/her contract CORs generating CARs. By providing the control number to the COR originating the CAR, the Issuing Authority demonstrates concurrence with the finding. The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04-001).

Block 7.

1. Check the block that indicates whether the identified deficiency is assigned as a Major or Minor nonconformance/finding. See Performance Plan, paragraph 4.3, for the definitions of Major and Minor findings and associated explanations.

2. Nonconformance/Finding: Clearly state the details of the finding followed by a reference to the stated contractual requirement. The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

3. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

4. When determining how long to give the Contractor to respond to the identified nonconformance/finding, the normal is 10 working days. The suspense date should reflect this unless the nonconformance/finding requires a greater amount of time to come to solution. Major nonconformance/findings require a Contractor response.

Minor nonconformance/findings may require a Contractor response at the discretion of the COR initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. CORs initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9. Each annotates the date at the time of signature.

Block 10. Upon review of the Contractor's reply, the originator of the CAR will enter comments regarding acceptance or rejection of the Contractor's response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The COR selects Accept or Reject after reviewing the Contractor's response.

Block 12. The COR enters a close date after advising the Issuing Authority that the Contractor's response is acceptable and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the

Contractor and report accordingly in the monthly Certificate of Service (COS) or other applicable contracting officer services report. This routing remains the same if the Contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the

Contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

Appendix D – Performance Assessment Report (PAR)

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER

NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. COR SIGNATURE AND DATE

5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM

REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY

BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR

NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION

DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON

FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

PERFORMANCE ASSESSMENT REPORT

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Performance Assessment Report (PAR) Instructions

Block 1. COR enters contract or task order number.

Block 2. COR enters contractor name.

Block 3. COR enters type of services.

Block 4. COR signs and dates.

Block 5. COR enters telephone number.

Block 6. COR assigns suspense date for Contractor Representative validation if a deficiency box was checked in Block 7.

Part I. Contractor Performance

Block 7. COR checks all boxes that apply.

Block 8. COR enters SS or PWS paragraph item reviewed.

Block 9. COR enters brief description of deficiency and tracking number if the deficiency box was checked in Block 7. Detailed description will be on Corrective Action Report (CAR).

Block 10. COR enters a detailed performance assessment if the deficiency box in Block 7 was not checked.

Parts II and III will be used only if a deficiency was documented in Part I.

Part II. Contractor Validation

Block 11. Contractor Representative checks one box in response to COR cited deficiency. If Concurrence is indicated, Contractor

Representative continues to Block 12. If Non-Concurrence is indicated, continue to Block 13 and state reason(s) for Non-Concurrence with COR cited deficiency and return PAR to COR.

Block 12. Contractor Representative enters Estimated Completion Date of Corrective Action and continues to Block 13.

Block 13. Contractor Representative details Corrective Action and the Action Taken to Prevent Recurrence or Reason for Non-

Concurrence of COR cited deficiency.

Part III. Deficiency Corrected

Block 14. COR checks appropriate block, signs, and dates.

Block 15. (Required Entry) COR remarks regarding the Corrective Action and the Action Taken to

Prevent Recurrence. If Non-Concur was checked, this block should be very detailed to explain why.

Block 16. Contractor Representative enters remarks if further discussion is needed about COR concurrence with Contractor’s

Corrective Action and Action Taken to Prevent Recurrence.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

MULTI-FUNCTIONAL TEAM

SIGNATURE PAGE

Coordination and Review:

MSgt Edward L. Brown Contractor’s Name Here

Functional Director Contractor

SSgt Wade C. Waddle

Contracting Officer Representative

Mr. Willie A. Anderson

QAPC

MSgt Jason Thomas

Contracting Officer