Section J Attachment 10 - Performance Plan.doc

SECTION J - PERFORMANCE PLAN

Table of Contents

Title

Page Purpose

Roles and Responsibilities of the Multi-Functional Team

Service Summary

Surveillance Procedures

Surveillance of Non-Service Delivery Summary Items

Certification/Acceptance of Services

Contractor’s Quality Control and Safety Plan.

Contract Management

PERFORMANCE PLAN – SECTION J

1. PURPOSE. The Government developed with contract-level performance plan to provide Quality Assurance Personnel (QAP) and local contracting officers an effective and consistent method to evaluate contractor provided services as required by the terms and conditions of the contract. This performance plan implements the requirements of AFI 63-124, Performance Based Service Acquisitions (PBSA), with respect to the Government’s quality assurance requirements.

a. The Government based this performance plan on the premise that the contractor is responsible for contract/task order performance, quality control and corrective actions, not the Government.

(1) The Government’s objective is to support the military health care system by providing quality medical administrative support personnel and services.

(2) The results the multi-functional team is striving to achieve in managing the acquisition is to assure personnel are adequately recruited, qualified and managed to work and are available to provide services according to Air Force needs. A contract to provide the service is the best means of achieving that objective and results.

b. The Government defines success for this contract as:

· The Government has increased flexibility in procurement of medical support services as measured by the overall utilization (number of task orders, personnel, dollars) under this contract

· The Air Force Medical Service (AFMS) reduces variation in medical support services contracting through use of a standardized position descriptions and statement of objectives available through this contract

· MTFs and AFMS leadership are able to integrate medical support services personnel productivity into business measurements through Government information systems or business practices

· AFMS increases use of Small Business for providing these services

· All contractors are meeting or exceeding performance objectives.

c. This performance plan describes the method(s) used to evaluate contractor provided services, and not the details of how the contractor accomplishes the work. The QAP shall use monthly surveillance as a means to evaluate the contractor’s performance. The surveillance procedures identified in this performance plan, in concert with the contractor’s quality control procedures, will assure the Government of acceptable contractor performance.

d. The role of Government quality assurance is to ensure contract standards are achieved. When conducting surveillance, QAP are to be objective, fair, and consistent in evaluating contractor performance against the performance standards.

e. 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.

2. ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM

a. AFMS Commodity Council & Enterprise Strategic Sourcing Group

(1) Provides comprehensive contract management and oversight of all contractors under the multiple award contracts.

(2) Publishes contract modifications and updates to master pricing schedules.

(3) Define responsibilities of local contracting officials and QAPs using this contract vehicle.

(4) Provides oversight for QAP Phase II training program.

(5) Collects monthly surveillance inputs from QAPs and completes Contractor Performance Assessment Reporting System (CPARS) annual reports.

(6) Updates Headquarters or Air Force level Directors regarding the performance of the contractors, to include providing annual status on the health of the multiple-award contracts.

b. Contracting Squadron Commanders/Chiefs of the Contracting Offices

(1) Ensures a Quality Assurance Program Coordinator (QAPC) is appointed to integrate the quality contract requirements into the quality assurance program.

(2) Ensures functional area leadership receives tailored training for PBSA and Quality Assurance (QA).

(3) Ensures QAPC individual training plans are tailored to the local mission and local QAPC responsibilities.

(4) Ensures consistent guidance to customers given by QAPC and other functional areas such as Acquisition Centers of Excellence or similar offices.

(5) Responsible for providing training and ensure QAP Phase I training to local QAPs and that QAP Phase II is completed as identified in paragraph 2.

c. Task Order Contracting Officer

(1) Advises the multi-functional team on performance plan and the contractor-developed quality control plan requirements.

(2) Manages the listing of QAP assigned to the contract, indicating their areas of responsibilities and limitation of authority, and ensures that the contractor is notified of such.

(3) Multi-functional team advisor for developing incentives/remedies as appropriate tied to performance objectives and performance thresholds.

(4) Maintains in the contract file documentation of training provided by contracting personnel and/or Quality Assurance Program Coordinator (QAPC) identified herein.

(5) Delegates authority for inspection and/or acceptance in accordance with the terms and conditions of the task order(s).

(6) Informs the contractor of the names, duties, and limitations of authority for all QAP assigned to the task order.

(7) Periodically assesses the QAPs performance, not less than quarterly, and advises the requesting location of any problems.

(8) Assesses/manages contractor performance assessment data, including submitting

CPARS reports, if required.

(9) Issues task order modifications as necessary.

(10) Takes formal action against the contractor for unacceptable task order performance, when appropriate.

(11) Reports task order performance to the AFMS Commodity Council.

d. Quality Assurance Personnel (QAP)

(1) Conducts Government contract quality assurance by or under the direction of

Government personnel.

(2) Inputs surveillance results into the electronic AFMS Commodity Council or other Government surveillance system.

(3) Evaluates and documents the contractor’s performance in accordance with the procedures set forth in this performance plan.

(4) Notifies the Contracting Officer of any significant performance deficiencies.

(5) Maintains copies of surveillance documentation.

(6) Recommends improvements to the performance plan, PWS, or position descriptions throughout the life of the contract.

(7) Maintains technical competency in the functional area surveyed.

(8) Obtains proficiency in surveillance procedures.

(9) Certifies acceptance of services.

(10) Promotes business decisions to meet customer requirements by researching the marketplace/best practices 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 as well as AFMS standards or expectations.

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

(12) Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, other AFMS organizations and required standards, identifying initiatives, assessing the risk associated with these initiatives, using the performance plan for implementing initiatives brought forward, and monitoring the success of implementation.

(13) Recommends any changes necessary to the task order, specifications, instructions, or other requirements that will provide more effective operations or eliminate unnecessary costs.

e. Quality Assurance Program Coordinator

(1) Supports the multi-functional team in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

(2) Trains QAPs on the contracting requirements associated with the quality assurance program.

(3) Trains requesting location officials within 30 days of their commencement of duties. Training is conducted by the QAPC and will be tailored to their needs.

(4) Provides Phase I training and as part of Phase I training, documents QAPs acknowledgement of their requirement to:

(a) Evaluate and document contractors’ performance in accordance with the performance plan.

(b) Notify the contracting officer of any significant performance deficiencies and provide any recommendations to improve the performance plan or performance work statement (PWS).

(c) Views the AFMS Commodity Council electronic surveillance system for surveillance compliance. Maintains surveillance documentation.

(5) Assists in development of quality assurance related training as requested.

(6) Processes/maintains/updates quality assurance appointments and delegations memos.

(7) Maintains documentation of Phase I/II training provided by contracting personnel identified herein.

(8) Assists the market research efforts of the multi-functional team in determining commercial quality assurance practices.

(9) Assists as required with the evaluation of the contractor’s Quality Control Plans.

(10) Provides refresher training annually if necessary to ensure the QAPs are up to date with all required changes.

f. Contractor

(1) Complies fully with the terms and conditions of the contract and task order.

(2) Participates as a member of the multi-functional team.

(3) Maintains and implements a quality control plan that is acceptable to the Government within 10 calendar days of task order award. Revises as needed.

(4) Ensures that non-conformance of contract and task order requirements are identified, corrected within 15 calendar days, and corrective actions prevent recurrence.

(5) Tenders to the Government for acceptance only those services that conform to contract and task order requirements.

(6) Recommends any changes to the contract or task order that will provide more effective operations or eliminate unnecessary costs.

(7) Notifies the contracting officer and QAP immediately of any concerns that will cause delays or impact acceptable performance.

3. Service SUMMARY. Outlines the method to access the contractor’s performance against established thresholds.

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Monthly Surveillance

Qualifies MSS personnel to fill all positions.

2.3.2.2

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

2.4.16.4.1.2

Monthly Surveillance

Substitute/temporary personnel coverage are provided for continuation of services in a timely manner.

2.3.2.1

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Monthly Surveillance

2.4.16.4.1.2

Task Order MODs

Contractor Data

2.4.16.4.1.2 A minimum of 85% TOPR participation rate during a 12 month period. The Air Force calculates this measure by dividing the number of task order proposals submitted by the contractor management staff by the number of issued task order proposal requests in a 12-month period.

100% Inspection

Task Order Award Worksheet

Contractor data

2.4.16.4.1.2

Contractor data

b. The Government-developed Monthly Program Status Report (attached) will be provided by each contractor by the 15th of each month (for the previous month) for the life of the contract. By providing a detailed summary by task order, the Government will assess compliance with acceptable quality levels for the various contract requirements.

4. SURVEILLANCE PROCEDURES

a. Surveillance Schedule. The QAP will develop a surveillance schedule, based on this performance plan’s requirements. The schedule must include use of the AFMS Commodity Council electronic surveillance system (Contract Tracking and Reporting System [CTAR]). Even if a locally-developed performance assessment report is used, information MUST be recorded into the electronic system. The schedule shall be completed no later than 7 calendar days before the beginning of the period it covers. Copies of the surveillance schedule shall be provided to the FD/FC 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.

(1) Changes to the surveillance schedule shall be posted quarterly and copies sent to the FD/FC and the Contracting Officer. The QAP shall document the reason(s) for changes of the surveillance schedule, and maintain the documentation in the QAP files with the corresponding surveillance schedule that was changed.

b. Surveillance. It is essential that the QAP conduct the surveillance item on the surveillance schedule for an effective quality assurance program. QAP shall document surveillance as it is conducted.

(1) The QAP shall conduct surveillance of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract.

(2) The QAP shall record surveillance results. Surveillance Documentation shall include as a minimum, the date, time, and location the surveillance was conducted, results of the surveillance (acceptable or unacceptable), contract paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, signature of QAP conducting the surveillance. When QAP determine that contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the QAP’s surveillance documentation.

c. Medical Treatment Facility (MTF) Complaints.

(1) Any MTF personnel that observe unacceptable services, either incomplete, not performed, or performed improperly, should immediately contact the QAP. QAP shall ensure MTF complaint procedures and forms are made available to all customers. QAP shall receive, document, and validate or invalidate all MTF complaints. If the complaint is invalid, the QAP shall contact the MTF personnel and explain why the complaint was invalid. QAP shall complete and issue the contractor a Corrective Action Report for all valid MTF complaints. QAP shall document when the complaint is resolved, and document the customer notification on the Customer Complaint Record. If the contractor challenges the validity of any MTF complaint, and the QAP and contractor cannot come to agreement, the MTF complaint in question shall be forwarded to the Contracting Officer (CO) for resolution. MTF complaints will be tracked and if the performance threshold is exceeded, the QAP shall notify the Contracting Officer in writing so that the Contracting Officer can notify the AFMS Commodity Council and appropriate action can be taken.

(2) Any patient that observes unacceptable services, either incomplete, not performed, or performed improperly, should immediately contact the patient advocacy office or the MTF commander. The patient advocate or commander shall forward substantiated complaints to the QAP. QAP shall receive and document all substantiated patient complaints that are received from the patient advocacy office. QAP shall complete and issue the contractor a Corrective Action Report for all valid patient complaints. If the contractor challenges the validity of any patient complaint, and the QAP and contractor cannot come to an agreement, the patient complaint in question shall be forwarded to the Contracting Officer (CO) for resolution. Patient complaints will be tracked and if the performance threshold is exceeded, the QAP shall notify the Contracting Officer in writing so that the Contracting Officer can notify the Air Force Medical Service Commodity Council and appropriate action can be taken.

(3) QAP shall submit an end of month surveillance report to the Contracting Officer and FC/FD no later than the 15th of each month for the previous month. The report shall identify the number of surveillances scheduled and conducted for the quarter, the number of unacceptable performances observed, the number of Corrective Action Reports issued, number of valid MTF or patient complaints, any significant contractor performance discrepancies, and a rating of the contractor’s overall performance. The report shall be signed and dated by the QAP and a copy provided to the CO and FC/FD.

5. SURVEILLANCE OF NON-SERVICE DELIVERY SUMMARY ITEMS

The Government has the right to inspect and test all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, QAP have the right to conduct surveillance for SDS items and non-SDS items as well. When the QAP identifies unacceptable performance on non-SDS items, the QAP shall follow the procedures below:

a. Unacceptable Performance. When the contractor’s performance is deemed unacceptable, QAP shall attempt to determine the cause of the unacceptable performance. If any Government action, or lack of action, caused the unacceptable performance, the unacceptable performance shall not be counted against the contractor. The QAP shall take action to ensure Government action, or lack of action, does not interfere with the contractor’s performance in the future. When the unacceptable performance is not the result of Government action, or lack of action, QAP shall promptly notify the contracting officer so he/she can official notify the contractor with an informal or formal Letter of Concern requesting a Corrective Action Report (CAR) to remedy performance concerns. The contractor is required to acknowledging that he or she has been informed of the unacceptable performance, and not necessarily agreeing that the performance was unacceptable. The contracting officer may direct the contractor to re-perform the service, if possible, without additional cost to the Government. Unacceptable performance re-performed by the contractor shall still count as unacceptable performance. If the contractor challenges the validity of the unacceptable surveillance findings, and the QAP and contractor cannot come to an agreement, the matter shall be referred to the Contracting Officer for resolution. The contractor shall be required to return all completed CARs to the QAP, no later than the suspense date indicated on the CAR. The QAP/contracting officer 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 QAP/contracting office for the life of the contract.

b. Contracting Officer Notification.

(1) Major Finding. If at any time a QAP identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP shall document their findings and notify the Contracting Officer immediately in writing. If validated by the contracting officer, a Letter of Concern is required for the following issues:

(a) Failure to have a viable candidate(s) to perform service by required performance start date that significantly impacts the government. This includes excessive absences and tardiness as determined by the contracting officer as well as vacancies.

(b) Failure of medical support personnel to possess required minimum qualifications or maintain minimum qualifications as required in the main contract or task order proposal request addendum. Minimum qualifications include education, experience, training, health and security requirements.

(c) Contractor failure to meet performance objective(s) for 15 consecutive calendar days.

(d) Failure to provide corrective action to deficiencies identified by the government within a prescribed suspense period.

(e) Any failure to adhere to security, privacy or HIPAA regulations and requirements that results in a reportable incident.

(f) Revocation of military installation access, access to Government computer systems or other required privileges to perform services.

(g) Failure to perform services in accordance with DoD, Air Force, AFMS or military treatment facility’s operating procedures.

The contractor will have 15 calendar days to correct performance issues. If non-compliance continues, the contracting officer will use a Cure Notice. At that time, the contractor will have 30 days to return to full compliance before the government may use its right to procure services from another source as outlined in Section C, Paragraph 2.4.5.6.2.

(2) Minor Finding. A departure from established standards having little bearing on the service provided is considered a minor finding. When a QAP identifies a minor finding, the QAP shall document the findings, and notify the Contracting Officer. The following may be examples of minor findings:

(a) Failure to have a viable candidate(s) to perform service due to recurring absences, tardiness or failure to complete duties that has some impact to the Government as defined by the contracting officer.

(b) Failure to comply with procedural guidance or specific requesting location policies.

(c) Inappropriate billing to the Government that results in invoice rejection.

However, if the same minor finding is repeatedly identified, it may be an indication that a major finding is occurring or has occurred because the contractor has not taken proper steps to prevent recurrence. In this case, the Contracting Officer shall elevate to a major finding and issue a Letter of Concern, Cure Notice or Show Cause as appropriate.

c. Remedies for Unacceptable Performance.

(1) In accordance with the contract Inspection of Services clause, if any of the services does 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 –

(a) Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

(b) Reduce the task order price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

(c) If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may 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 (reference Paragraph 2.4.5.6.2) or terminate the contract or task order for default.

6. CERTIFICATION/ACCEPTANCE OF SERVICES

a. QAP shall certify receipt of contractor services each month. The QAP shall certify that services were received, in accordance with the terms and conditions of the contract. The QAP shall certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished on the first workday following the completion of the contract payment period, to avoid payment of interest penalties.

b. QAP are responsible for scheduling and completing WAWF training from the base Accounting and Finance Office.

7. CONTRACTOR’S QUALITY CONTROL PLAN

a. The contractor shall establish and maintain a Quality Control Plan to ensure the requirements of the contract are provided as specified. The contractor shall provide a Quality Control Plan describing their Business Plan, Human Resource Management Plan and Performance Management Plan for the requested services at the specific location (s). 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 by the Contracting Officer. The contractor’s quality control plan shall contain, as a minimum, the following items:

(1) A description of the contractor’s teaming/organizational structure and business approach to ensure performance. Specifically, the plan must provide points of contact, company protocol regarding personnel notifications, and schedule for routine, frequent interactions with the QAP.

(2) A description of the company’s procedures for time and attendance, leave, substitute/replacement personnel, in/outprocessing, orientation plans. The plan should outline what is expected of the Government in accordance with contract terms and conditions.

(4) A description of how the contractor will ensure acceptable performance and mitigate risks to non-performance through internal controls, monitoring and inspection processes. The plan shall describe 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). The contractor’s records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

(a) A description of the methods to be used for identifying and preventing defects as well as assessing the quality of service performed for the task order.

(b) The plan shall also provide details regarding contingency plans for workload surges, unexpected personnel absences or unforeseen events (i.e., computer outages).

8. CONTRACT MANAGEMENT

a. The multi-functional team shall utilize the following approaches, methods, and tools to manage the task order/contract upon award:

(1) QAP shall conduct, document, track, and analyze contractor performance via regularly scheduled surveillances. The surveillance results shall be maintained as Past Performance Information. The Government may use all submit information as Past Performance Information for surveillance entries for performance assessment report (i.e., CTAR, CPARS). The Service Summary and non-Service Summary surveillance, along with the contractor’s Monthly Program Status Report will be used to develop metrics to track contractor’s overall compliance with contract terms and conditions.

(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. QAP shall monitor contractor’s performance against the contract as well as the contractor’s quality control plan. If there is conflict between the contract and the contractor’s quality control plan, the contract terms and conditions take precedence.

(3) The multi-functional team shall conduct periodic progress meetings, not less than quarterly, 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.

PERFORMANCE PLAN

FOR

MEDICAL SUPPORT SERVICES (MSS)

Date:

Contractor Representative/POC:

Coordination and Review:

Functional Director/Commander

Date

Contracting Officer

Quality Assurance Program Coordinator