Attachment_4_QASP_B-CLM_Projects.doc

Quality Assurance Surveillance Plan (QASP)

BUSINESS CAPABILITY LIFECYCLE MANAGEMENT (B-CLM)

Deputy Under Secretary of the Air Force, management (SAF/MG)

1. Vision: Superior Air Force business operations.

2. Mission: Business transformation seeking to make the USAF’s organize, train, and equip responsibilities more effective for our warfighter through the development and adoption of more efficient business/mission practices and performance measures. Additionally, guiding the Air Force to reduce overall cost of operations consistent with direction from the Office of the Secretary of Defense and the Office of Management and Budget.

3. Purpose:

This Quality Assurance Surveillance Plan is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

· What will be monitored

· How monitoring will take place

· Who will conduct the monitoring

· How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to assure that it meets contract standards. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

4. Authority:

Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

Combating Trafficking In Persons. The COR will monitor the contractor's performance regarding trafficking in persons such as that non-compliance with FAR clause 52.222-50, Combating Trafficking in Persons, is brought to the immediate attention of the contracting officer.

a.

Violations and remedies.

i.

If the contracting officer receives information via the Monthly COR Report or other method indicating that the contractor, a contractor employee, a subcontractor, or a subcontractor employee has failed to comply with the requirements of the clause at FAR 52-222-50, the contracting officer shall;

ii.

Through the contracting officer's local commander or other designated representative, immediately notify the Combatant Commander responsible for the geographical area in which the incident has occurred;

iii.

Information for any investigation and enforcement may be made to;

iv.

DoD Inspector General Hotline at Http://www.dodig.mil/hotline or 800-424-9098, Program Manager on-line at http://ctip.defense.gov or by email to ctipreports@osd.pentagon.mil, National CTIP Hotline at 1-888-373-7888 or to the CTIP Hotline website at http://www.polarisproject.org.

5. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) - The PM provides primary program oversight, nominates the COR, ensures the COR is trained before performing any COR duties and supports the COR’s performance assessment activities. While the PM may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government’s behalf.

Assigned PM: Mr. David Manchester Organization or Agency: Deputy Under Secretary of the Air Force, Management, SAF/MG Telephone: 240-612-5726 Email: david.manchester@us.af.mil Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Assigned CO: MSgt. Theresa Terry Organization or Agency: AFDW/PK, 1500 West Perimeter Road, JB Andrews NAF, MD 20762 Telephone: 240-612-6202 Email: Theresa.l.terry.mil@mail.mil Contracting Officer’s Representative (COR) - The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf. Alternately the COR may be referred to as the Quality Assurance Personnel (QAP) or the Contracting Officer’s Technical Representative (COTR). COR, QAP, and COTR should be considered equivalent.

Assigned COR: Ms. Arleen Carter Organization or Agency: SAF/MG, 1670 AF Pentagon, Wash, DC 20330

Telephone: 703-697-6255

Email: arleen.d.carter.civ@mail.mil Other Key Government Personnel - This may include performance monitors, inspectors, technical experts, or others who provide information that helps the COR monitor contractor performance.

Assigned:

Organization or Agency:

Telephone: lol i Email:

Contractor Representatives The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract. (Complete this section after the contract award)

Program Manager - <upon award, enter name>

Telephone: <enter number>

Email: <enter address>

Task Manager - <upon award, enter name>

Telephone: <enter number>

Email: <enter address>

Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable>

Title: <enter title>

Telephone: <enter number>

Email: <enter address>

6. Contract Surveillance

6.1. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate Contractor performance. The Contractor, not the Government, is responsible for task order management and Quality Control (QC) actions to meet the terms of the contract. However, because of the non-commercial nature of the work performed by Contractors, the Government cannot rely solely on the Contractor’s quality program but must have a method to oversee the entire contracting process. The Government does this through the QASP and can inspect or test all services called for by the contract, to the extent practicable, at all times and places, during the term of the contract. The COR contribution is comprised of professional, non-adversarial relationships, which include positive and open communications with the CO, PM, QAPC, and the Contractor. The foundation of this relationship is built upon regular, objective, fair, and consistent COR evaluations of Contractor performance against contract requirements, and the ability to discuss inspection results, trends, and items of mutual interest with the Contractor. The COR uses the methods in this QASP and the PWS to achieve this goal.

6.2. The Contract Terms and Conditions state, the Government reserves the right to inspect or test services that have been tendered for acceptance. The government may require re-performance of any nonconforming services at no increase in contract price. If re-performance will not correct the performance issue or is not possible, the government may seek an equitable price reduction or contractual processes will begin to terminate the contract. Past performance history will be reported in Contractor Performance Assessment Reporting System to reflect satisfactory or unsatisfactory performance.

6.2 Surveillance Methods. Three primary methods of surveillance will be used: one hundred percent inspection, periodic audits and customer complaints. Other methods of surveillance must be fully documented and approved by the CO and QAPC before implementation. Information obtained from these activities may be used by the FC/FD to ascertain whether or not Contractor performance is compatible with contract and mission objectives and by the CO for actions relating to the Contractor.

6.2.1. Periodic Audit. This type of surveillance consists of evaluating products/services not surveilled via one hundred percent inspection or by customer survey, and is implemented at a pre-defined frequency. An example of periodic audit is performing monthly inspections of class training conducted by the Contractor or weekly inspection of a Contractor’s process in developing training manuals.

6.2.2. Customer Complaint. Although usually not a primary method, this is a valuable supplement to other, more systematic methods of surveillance. For example, in a case where periodic audits indicate unsatisfactory service, customer complaints can be used as substantiating evidence. In certain situations, where customers complain consistently when the quality of performance is poor (e.g., dining facilities, custodial services), customer surveys and customer complaints may be a primary surveillance method, and customer satisfaction an appropriate performance standard. In all cases, the COR will validate complaints. Complaints will be documented, preferably on a standard form. All valid customer complaints will be forwarded to the AFDW QAPC. Information obtained from customer complaint activities may be used by the CO for actions relating to the Contractor.

6.2.3. One Hundred Percent Inspection. This method will be used for Contractor submissions, products, and deliverables. CORs will use the One Hundred Percent Inspection method to evaluate all reports delivered. The COR, with assistance from the FD and CO if necessary, accepts or rejects these products based on the criteria and performance standards as outlined in the Services Summary. The COR also documents all results of inspections actions, and subsequent Contractor re-performance taskings, if applicable.

6.3. Performance Rating Definitions

In evaluating the quality of contractor’s performance, the following performance ratings will be used. The contractor will submit performance measurement subject to Government concurrence.

Performance

Rating Criteria

7. Performance Reporting

7.1. Corrective Action Report (CAR)

See Form in Exhibit1

6.2. Customer Complaint Record

See Form in Exhibit 2

6.3. Performance Assessment Report (PAR)

See Form in Exhibit 3

8. SERVICES SUMMARY (SS)

8.1. The purpose of the SS is to set Contractor performance objectives and acceptable thresholds of performance and to provide objective measurements of the Contractor’s performance.

8.2. The SS must cite the performance objective (or service required) and the threshold (specific standard) required. The SS should align the contractor’s performance with the contract performance objectives and focus on critical factors in meeting those objectives. The goal of the SS is to promote continuous improvement in cost and performance.

8.3. The functional area is responsible to develop an individualized Performance Monitoring Plan supplement for each contract generated. The supplement shall contain a SS that captures performance objectives and standards/thresholds specific to contract requirement.

Services Summary Table

Performance of this objective will be annotated in the Contractor Performance Assessment Reporting System (CPARS) Rating.

Failure to meet the delivery date within 100% staffed within 5 days for Key Personnel and 95% staffed on day 1 for all other Personnel.

a) 95% of deliverable requirements are met and received on time as stated in the contract/Task Order

AND

b) critical information is accurate Performance of this objective will be annotated in the Contractor Performance Assessment Reporting System (CPARS) Rating.

a) Resumes are submitted to the COR to ensure all candidates meet the minimum requirements of the Task Order. Vacancies filled with qualified personnel w/in 5 days for key personnel and 14 days for all other personnel, unless approved in writing or otherwise directed in advance by the CO, AND

b) there is no mission impact due to position vacancies or unqualified personnel.

Performance of this objective will be annotated in the Contractor Performance Assessment Reporting System (CPARS) Rating.

Failure to meet the delivery date within 5 days for Key Personnel and 14 days for all other Personnel

Performance of this objective will be annotated in the Contractor Performance Assessment Reporting System (CPARS) Rating.

Failure to meet the delivery date by the 15th for Labor CLIN work from the prior month; and NLT 60 days for Travel CLIN

Failure to meet the delivery date within 2 days

- Successfully obtain approval with minimum reworks on BCAC artifcats for each phase that contractors support.

9. Performance Reporting

9.1. Performance Assessment Report

9.2. Customer Complaint Form

9.3. Corrective Action Report (CAR)

Describes how discrepancies are reported, resolved…

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 FORMCHECKBOX

MAJOR FORMCHECKBOX

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. QUALITY ASSURANCE PERSONNEL (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

FORMCHECKBOX

ACCEPTED FORMCHECKBOX

REJECTED

12. CLOSE DATE

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

PERFORMANCE ASSESSMENT REPORT (PAR)

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

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. FORMCHECKBOX

DEFICIENCY (CHECK ALL BOXES THAT APPLY)

FORMCHECKBOX

NEW

FORMCHECKBOX

REPEAT

FORMCHECKBOX

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE FORMCHECKBOX

CONCUR FORMCHECKBOX

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. FORMCHECKBOX

CONCUR FORMCHECKBOX

NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

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