Quality_Assurance_Surveillance_Plan_(QASP).pdf

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

Contract No. FA7000-xx-x-xxxx

Equipment Maintenance and Repair Services for the

Cadet Dining Facility

AT THE

UNITED STATES AIR FORCE ACADEMY

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

TABLE OF CONTENTS

1.0 PURPOSE

2.0 OBJECTIVES

3.0 RESULTS THE MULTI-FUNCTIONAL TEAM IS STRIVING TO ACHIEVE

4.0 MULTI-FUNCTIONAL TEAM MEMBERS’ ROLES & RESPONSIBILITIES

5.0 CONTRACTING OFFICER REPRESENTATIV (COR) APPOINTMENT AND TRAINING

6.0 GENERAL

7.0 APPROACH, METHOD, AND TOOLS USED TO ASSESS CONTRACTOR

PERFORMANCE

8.0 CONTRACT MANAGER NOTIFICATION

9.0 DISCREPENCY REPORTING

10.0 NON SERVICE SUMMARY (SS) ITEMS

11.0 CERTIFICATION OF SERVICES

12.0 PERFORMANCT METRICS

13.0 MULTI-FUNCTIONAL TEAM SIGNATURE PAGE

14.0 APPENDCIES

Appendix D – Certificate of Service

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

1. PURPOSE.

This Quality Assurance Surveillance Plan (QASP) has been developed and adheres to Performance-Based

Services Acquisition (PBSA) guidelines. This QASP will also be used to implement the Performance

Management Assessment Program by interfacing with the Management and Oversight of Acquisition of

Services Process (MOASP). This QASP will be used by the Multi-functional team and the Contracting

Officer Representatives (COR) to ensure contractor compliance and progress at meeting mission objectives on the Cadet Dining Hall Equipment Maintenance & Repair service contract.

2. OBJECTIVE.

This QASP is designed to provide the Multi-functional team a vehicle to ensure delivery of the desired mission support services within cost and on schedule. The QASP will also provide the COR an effective systematic surveillance method for each item listed in the Performance Work Statement (PWS), specifically on the Service Summary (SS). The premise of commercial contracting is for the Contractor to assume responsibility for the work they produce. The government will also rely on the Contractor's submitted

Quality Control Plan (if applicable) for ensuring contractual requirements are met.

3. RESULTS.

The results in managing this acquisition through this QASP, is to provide the United States Air Force

Academy with Cadet Dining Hall Equipment Maintenance & Repair services that are acceptable and timely while protecting Government resources.

4. MULTI-FUNCTIONAL TEAM ROLES & RESPONSIBILITIES.

The following government officials will participate in performance management of this contract through use of the Management and Oversight of Acquisition of Services Process (MOASP) and the contractor. Their roles and responsibilities are described as follows:

4.1. Contracting Officer Representative (COR): is responsible for monitoring, assessing, recording and reporting on contractor compliance with the terms and conditions of the contract. These individuals 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 (CO) of any significant performance deficiencies and recommend improvements to the QASP and Performance Work Statement (PWS) throughout the life of the acquisition. The COR will is also responsible to complete and stay current on all required training and mantain the COR tracking tool to include monthly COR reports.

4.2. The Contracting Officer (CO): has overall responsibility for overseeing the contractor’s performance.

The CO will also be responsible for the day-to-day 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 version and the contractor’s version of events. The CO is the only person with the authority to direct the contractor in the performance of their duties under the contract and to make interpretations of and changes to the contract.

The CO will facilitate Multi-functional Team meetings.

4.3. The COR Management/Supervisor: has overall responsibility for developing the PWS and the Quality

Assurance Surveillance Plan and ensuring they satisfy mission requirements, are performance-based, foster innovation, and define metrics. The COR MANAGEMENT/SUPERVISOR will also be responsible to assign competent and capable functional experts to the Multi-functional Team who will be available full time or as warranted by the procurement cycle. The COR MANAGEMENT/SUPERVISOR will also assign, as a

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013 minimum, a primary and an alternate COR and notify the CO of any changes to this designation. Review contractor performance documentation, prepared by the COR on a regular basis to ensure performance is compatible with contract and mission objectives. The COR MANAGEMENT/SUPERVISOR is also responsible for identifying mission essential services and developing the necessary documents for

Continuation of Essential DoD Contractor Services During Crisis.

4.4. The Contracting Division Director and/or The Director of Business Operations(DBO):

serves as the Business Advisor to senior leadership; 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 IAW the FAR, DFARS and AFFARS. Also provide Management and Oversight of the Acquisition of Services Process (MOASP) reports on service acquisitions to the MAJCOM for consolidation.

4.5. The Quality Assurance Program Coordinator (QAPC): develops, manages and implements the United

States Air Force Academy’s 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 Service Summary (SS) and Quality Assurance Surveillance Plan and provides training to all COR Management/Supervisors, CORs and others that interact with this contract as needed.

4.6. The Contract Administrator (CA): is 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.

4.6.1. CAs will perform COR personnel assessment on a periodic basis as determined by the CO. The contract administrator (CA) will verify that the COR is accomplishing their surveillance according to this

Quality Assurance Surveillance Plan. Observation of one or two checks will be sufficient to verify the QA’s procedures. If deficiencies are discovered in COR surveillance procedures, the contracting officer will notify

COR Management/Supervisor and provide any assistance the COR Management/Supervisor may request, such as additional training for CORs. The CA will ensure that the COR is documenting their surveillances on a timely basis. A check of the QA files will also be performed on a periodic basis as determined by the

CO/CA.

4.7. The Contractor: is the service provider and will ensure that a government acceptable quality control system is provided and maintained. The contractor is required to provide all services identified in the PWS not just those identified in the SS. The contractor will also provide support to Senior Leadership as required

(e.g., performance metrics, briefings).

5. COR APPOINTMENT AND TRAINING.

5.1. A primary and alternate COR will be appointed for this contract. The COR Management/Supervisor is the designating authority.

5.2. Each COR will be available to receive QAPC provided training (previously referred to as Phase 1), CO

Led Training (previously referred to as Phase 2), Defense Acquisition University (DAU) Continuious

Learning Module (CLM) 003 (Ethics), and DAU Continuous Learning Course (CLC) 106 (COR Basic) or

DAU CLC 222 (COR Course). DAU 106 or 222 will be determined by the category of contract (A, B, or

C).

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

5.3. Each COR will be available to receive Refresher training provided by the QAPC as required and maintain the appropriate number of COR specific training hours every three years as determined by the category of contract. A- type contracts must maintain 8 hours every three years and ethics (every year). B and C-type contracts must maintain 16 hours every three years and ethics (CLM 003) every year.

6. GENERAL.

Government surveillance will be conducted by inspections that mirror the market research findings. COR documentation of contractor performance should be accomplished as the observation is completed, thus preventing loss of information. All documentation generated in the performance of this plan will be marked, "For Official Use Only".

7. APPROACH, METHODS, AND TOOLS OF INSPECTION APPLICABLE TO THIS

CONTRACT.

7. 1. PERIODIC INSPECTION

These items are inspected using periodic surveillance (daily, weekly, monthly, quarterly, etc.) as determined by the COR. The results of the periodic surveillance inspections may be used as the basis for actions (other than payment deductions) toward the contractor. In such cases the Inspection of Services clause becomes the basis for the contracting officer’s actions. The schedules (if applicable) are submitted to the contract administrator for review prior the month being inspected.

7. 2. CUSTOMER COMPLAINT

The COR is the point of contact and must collect all customer complaints. The AF Form 714, Customer

Complaint Record, or a similar locally devised form may be used for this purpose (see Appendix A). All complaints and any resulting resolution of such complaints must be documented with the information required on the customer complaint form. Customer complaint forms become a permanent part of the COR surveillance records. The COR will contact each customer involved with this contract, periodically to assure there is an understanding of the contract requirement by all appropriate personnel and that they have a sufficient number of complaint forms.

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

Performance Objective PWS Paragraph Performance Threshold Assessment Method

Equipment Repair Repairs are made within specified time limits.

1.1.7

1.1.4

85% of equipment is repaired within 8 hours (1 working day), remaining 15% within timeframe agreed upon between contractor and

COR.

COR is notified of delays due to parts.

Customer Complaint

Reports and Logs Call and Maintenance Log provided to COR.

Monthly PM Schedule provided and discrepancies noted and explained.

1.1.8

1.4.2

90% of the time, monthly Call Maintenance Log provided to COR within 5 working days after the end of the month, remaining 10% within 7 working days.

90% of the time, PM log provided to COR within 5 working days after the end of the month, remaining 10% within 7 working days.

Periodic – Monthly

Periodic - Monthly

Service Call Response Service is provided within specified time.

1.3 and sub paragraphs

95% of all service calls are satisfactorily completed within required time, remaining 5% within the timeframe agreed upon between contractor and

COR. .

Customer Complaint

8. CONTRACT MANAGER NOTIFICATION.

The COR will ensure that the contract manager/project manager is informed of contract performance status.

The contract manager/project manager should also be informed of any contract discrepancies noted during

COR surveillance.

9. DISCREPANCY REPORTING.

The COR will notify the contract manager/project manager of any discrepancies noted during the inspections. This notification is for discrepancy correction only and does not indicate concurrence to the discrepancy by the contractor. The COR will also notify the CA of all discrepancies noted during the surveillance. The frequency and method of notification to the CA will be provided to the COR during phase two training

10. NON-SS ITEMS.

Everything that is written into the PWS is required to be provided by the contractor, thus everything in the

PWS is subject to government surveillance.

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

Non-SS Items:

PWS para1.1.3 Any part over $1000.00 will be reviewed by the COR before purchase.

Assessment: Parts over $1,000.00 may not be purchased without prior approval.

PWS para1.5 Signs. Inoperative equipment or equipment awaiting parts must be tagged.

Assessment: Spot check (periodic).

PWS para1.7.2.1 Availability of additional technician.

Assessment: 100% availability of additional technician.

PWS paras 1.7.2.2/1.7.2.3 Means of contact

Assessment: 100% means of contacting technician

PWS para1.7.4 Security Requirements

Assessment: 100% compliance by contactor

11. CERTIFICATION OF SERVICES.

The COR will complete a monthly Certificate of Service (COS) and coordinate through the COR

MANAGEMENT/SUPERVISOR before providing a copy to the CA for posting in the contract file. In addition, certification of services is performed by COR via Wide Area Work Flow (WAWF) system. At the end of each billing period, service provider inputs invoice information in the WAWF system. WAWF automatically notifies appropriate COR via email of pending invoice. COR accesses WAWF and verifies accuracy of service provider’s data. If data is correct, COR certifies invoice and payment is conducted by

Defense Finance Accounting System (DFAS). If COR encounters errors in service provider’s invoice, COR consults with on site manager to mutually rectify data. If service provider disagrees with COR, issue is forwarded to the CO for resolution.

12. PERFORMANCE METRICS (MOASP).

Performance metrics are to be used to track contractor progress quarterly towards meeting stated performance objectives. The effort in assessing contractor performance validates that the performance metrics align with the performance-based work statement and overall mission support objectives and states any negative variances as applicable. These metrics are consolidated and submitted by the CO annually to the Service Designated Official for review and are drawn upon for annual MOASP reporting. In addition, any SS item failure will be reported by the QAE to the CO who will in-turn notify the QAPC for metrics reporting to the Wing Commander.

13. MULTI-FUNCTIONAL TEAM SIGNATURES. The following Multi-Functional Team member signatures indicate their review and acceptance of the Quality Assurance Surveillance Plan for equipment maintenance & repair services. These signatures indicate coordination on this Quality Assurance

Surveillance Plan at the time of development. These team members are not the only individuals on the MFT but are the individuals that will have continual interface with this contract. No further Multi-Functional

Team coordination is needed unless the intent of the Quality Assurance Surveillance Plan is changed.

Quality Assurance Surveillance Plan for Equipment Maintenance & Repair Services February 2013

SIGNATURES

This Performance assessment plan represents the Force Support Squadron’s requirement to provide sufficient and qualified functional resources to oversee the cadet dining facility equipment maintenance & repair contract. Properly trained, properly appointed COR will help effectively assess contractually performed mission requirements and report sufficiently on contractor performance.

COR Management/Supervisor Date

This QASP establishes the Contracting Officer’s requirement to provide sufficient contract administration resources in support of the functional area’s contracted mission requirements. The QASP also provides instructions for effectively responding when negative performance indicators are present.

Contracting Officer Date

This QASP meets the responsibilities to establish a performance assessment team for a major service contract and describes how performance is measured, assessed, and managed upon contract award (IAW AFI

63-124, Performance-Based Service Contracts).

Quality Assurance Program Coordinator Date

Additional Team Members Signature:

Contract Specialist: _____________________________________

Team Lead, Infrastructure Services Flight: _____________________________________

Contracting Officer Representatives (Primary): _____________________________________

Other: _____________________________________

Other: _____________________________________

Quality Assurance Surveillance Plan for xxxxxxxxx Services

06 Sept 2006

****Appendix D – SAMPLE****

MEMORANDUM FOR Contracting

FROM: Quality Assurance Evaluator

SUBJECT: Certificate of Service (COS), FA7000-XX-X-XXXX, Name of Contract

Period Covered: enter the period of time that you performed your Evaluations (1-31

August 99)

Overview of performance: describe your overall perspective of the contractor’s performance.

Tell what the contractor did or failed to do. Let the Contract Specialist (CS) or Contracting

Officer (CO) know if they are acceptable or not acceptable. Describe what you’re doing to resolve unsatisfactory conditions if you stated unacceptable performance.

Discrepancy reports: describe any contract nonconformities (verbal/written), proposed corrective action, any help needed from the CS, Contracting Officer, etc.

Change of Personnel: notify proposed changes of personnel (i.e. COR

MANAGEMENT/SUPERVISOR or CORs on this contract). New CORs will require nomination/appointment letters, Phase I and II training.

Areas of Concern: List any items that your having difficulties with, any potential problems, concerns about the evaluation process, etc. Let the QAM know you need assistance. Don’t wait until it’s too late and the auditors/IG visit you.

John Jones

Quality Assurance Evaluator (QAE) cc

COR Management/Supervisor

Contracting Officer