QASP_AFSC_Study_15_Jan_2015.doc

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

AIR FORCE SUSTAINMENT CENTER

ASSESSMENT OF AIR FORCE SUSTAINMENT CENTER CORE PROCESS INSTITUTIONALIZATION, AEROSPACE SUSTAINMENT DIRECTORATE, AND STRATEGIC PLANNING UNIT MISSION PERFORMANCE

ADVISORY AND ASSISTANCE SERVICES

Date: 15 Jan, 2015

1. Objective. The objective of this effort is as follows: IAW the attached Performance Work Statement (PWS), the Contractor shall provide Advisory and Assistance Services (A&AS) to the Air Force Sustainment Center (AFSC) located on Tinker AFB (TAFB), OK. This requirement is a follow-on requirement to services previously performed under contract awards FA8100-12-M-0020, FA8100-12-M-0021, FA8100-12-M-0028, and FA8100-13-M-0001. In June 2012, Headquarters Air Force Materiel Command (HQ AFMC) reorganized from a twelve (12) Center construct to the current five (5) Center structure. The Air Force Sustainment Center (AFSC) was established with the intent of integrating the planning and execution of depot maintenance and supply chain management activities. AFSC is built upon the three pillars of People, Processes and Resources. To most efficiently and effectively perform these missions, AFSC identified, developed and refined a foundation based on core processes. AFSC created the Aerospace Sustainment Division (ASD) and Strategic Planning Unit (SPU) when the Center activated in July 2012. The ASD and SPU constructs were agreed to by the Secretary of the Air Force and Congressional leaders. The ASD exists to provide integration of cross-cutting activities between program management, depot maintenance, and supply chain management. The SPU’s purpose is to oversee the strategic planning of base infrastructure and long range business decisions. This task has two purposes: (1) to assess the institutionalization of AFSC core processes and proper safeguards to drive sustained performance across AFSC; and (2) to assess AFSC stand-up actions and current mission contributions of the ASDs and the SPUs.

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing the PWS. It is designed to provide an effective surveillance method of monitoring Contractor performance for each item listed objective on the Service Summary (SS) in the PWS. The QASP provides a systematic method to evaluate the services the Contractor is required to furnish. This QASP is based on the premise that the Contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract.

2. Goals of the Multi-Functional Team (MFT). A MFT has been established for the management of this contract. This team is composed of the MFT members defined below. The goals of this team are to provide the highest levels of contract performance and customer satisfaction.

3. MFT Members and their Responsibilities. The membership, goals and responsibilities of the MFT are outlined below:

3.1 TAASC Program Office PM/COR Responsibilities:

1) Serves as the focal point between CO and customer regarding all issues and discrepancies with individual task orders.

2) Ensures full compliance with the terms and conditions of the contract and participates as a member of the MFT.

3) Communicates with the Contractor regarding performance issues, but cannot obligate the Government.

4) Identifies, analyzes, and manages risk to ensure mission performance is within cost and schedule constraints.

5) Conducts market research.

6) Ensures the task orders are written in performance-based format and align mission performance needs to achieve desired mission support results.

7) Identifies opportunities to improve performance throughout the life of the contract.

8) Develops, implements, and executes performance measurement and management IAW the QASP.

9) Recommends changes to the QASP.

3.2 Procurement Contracting Officer (PCO) and/or Administrative Contracting Officer (ACO) Responsibilities:

1) Lead Authority on QASP.

2) Notifies requiring activity of need for COR(s).

3) Determines if prospective COR is qualified and acceptable.

4) Approves all CORs that are nominated.

5) Ensures contract specific training (to include refresher training) is scheduled and provided to prospective COR.

6) Delegates authority for inspection and/or acceptance to CORs and informs the Contractor of the names, duties, and limitations of authority for all COR assigned to the contract.

7) Keeps current the listing of CORs assigned to the contract, indicating their areas of responsibilities and limitation of authority and ensuring the Contractor is notified in writing of such.

8) Maintains suitable records reflecting decisions regarding the acceptability of the requirements as well as actions to correct defects.

9) Requests re-performance and/or reduction of price of contract when services are not performed or do not meet contract requirements.

10) Determines the amount withheld constitutes a reasonable estimate of the Contractor’s potential liability.

11) Ensures the withholdings represent an amount commensurate with the reasonable value of such services.

12) Ensures past performance inputs are prepared documenting any performance issues.

13) Includes in the contract file any documentation identifying nonperformance and actions taken.

14) Keeps communication lines open with the Contractor regarding performance issues.

15) The only Government agent who is authorized to award or modify contracts; therefore, the PCO is the only person authorized to contractually obligate the Government.

16) Participates as a member of the MFT.

3.3 COR Responsibilities:

1) Perform/assist in accomplishing past performance information, drafts the PWS, completes required documents needed to award, and evaluates technical proposals.

2) Must maintain both technical competency and evaluation proficiency in Contractor surveillance procedures.

3) Ensures services rendered by the Contractor meet contract requirements.

4) Notifies the TAASC Program Office PM/COR, PCO, the Functional Commander/Functional Director (FC/FD) and the Contractor of any performance deficiencies in writing or by e-mail if unable to resolve at the individual task order level.

5) Assists PCO in determination of what portion of the contract has not been performed.

6) Submits monthly surveillance reports to the TAASC Program Office PM/COR and maintains a real-time data base of quality assurance related data and issues.

7) The COR maintains all documentation related to the individual task order.

8) Ensures discrepancy reports are accurate and reported properly.

9) Identifies areas warranting a change in assessment method, frequency, or performance threshold and provides suggestions for the PWS and QASP to the MFT throughout the life of the contract.

10) Maintains accurate documentation of Contractor assessment activities as required by the QASP and reports the results of Contractor assessment activities to the MFT.

11) Serves as primary coordinator for Contract Administrators, PCO and ACO.

12) Maintains a file IAW the QASP and requests PCO/ACO disposition at the completion of the contract.

13) Shall submit all requests for corrective action to the TAASC Program Office PCO and PM/COR.

14) Must have knowledge of Contractor activities to properly review and disposition monthly invoices.

15) Shall inspect and accept Contractor services at the completion of each contract payment period, usually monthly. Certifies services actually received.

16) Shall participate as a member of the MFT.

17) Completes DoD Standard COR training and the Contract Specific Training prior to contract start date and/or Refresher Training IAW the DOD standard for certification of a COR.

18) Ensures the Contractor complies with the requirements of FAR Clause 52.222-50(c), (d), and (f) (Combating Trafficking in Persons).

3.4 COR Management (i.e. Supervisor) Responsibilities:

1) Upon request from PCO, prepares COR nomination package.

2) Ensures prospective COR understands importance of performing their designated functions.

3) Ensures the COR will be afforded the necessary resources (time, supplies, equipment, and opportunity) to perform their designated functions.

4) Ensures that performance of the designated functions will be addressed as part of the COR’s annual performance appraisal.

5) Solicits input on performance of COR duties from the PCO.

6) Ensures COR completes required training prior to award or prior to their designation as a COR if appointed after contract award.

7) Identifies mission essential services (i.e. Functional Commander’s only responsibility) IAW, DODI 3020.37, Continuation of Essential DoD Contractor Services During Crisis’s.

8) Participates as a member of the MFT.

3.5 Quality Assurance Program Coordinator (QAPC) Responsibilities:

1) Will assist the Contracting Officer and/or Contracting Officer Designee in providing Contract Specific Training per paragraphs 1.4.1 – 1.4.6 of AFFARS MP 5301.602-2(d) and/or Refresher Training, upon request.

2) Will perform training for COR Management on the use of the Contracting Officer Representative Tracking (CORT) Tool, upon request.

3) Supports the MFT in the development of contract requirements specifically to ensure that requirements are clearly stated and enforceable. Shall participate as a member of the MFT.

4) Offers advice on development for the Service Summary and Surveillance Plan.

5) Participates as a member of the MFT.

4. Program Management and Reviews. Internal monthly reviews of Contractor status reports will be conducted. The intent of these reviews is to analyze Contractor submitted data, review metrics and performance and evaluate potential process improvements.

5. Continuous Process Improvement. This individual task order QASP is an evolving document. As Government initiatives and recommended process improvements are implemented, new metrics and performance measures may be added to this plan. One of the primary goals of the QASP is to foster continuous process and performance improvements.

6. Performance Assessment. The following Service Summary (SS) reflects the performance evaluation required by the PWS.

SS Performance Objectives

PWS

Paragraph

100% Inspection Task order customer observation/ customer complaint

100% Inspection

100% Inspection Task order customer observation/ customer complaint

100% Inspection

100% Inspection Task order customer observation/ customer complaint

100% Inspection

100% Inspection Task order customer observation/ customer complaint

100% Inspection

100% Inspection Task order customer observation/ customer complaint

100% Inspection

7. Procedures.

7.1 The above Service Summary table is included in the PWS. This document will summarize the performance objectives and associated performance thresholds required by the Government in the Contractor’s performance. These performance objectives will directly relate to mission essential items. The performance thresholds briefly describe the minimum acceptable levels of services required for each objective, and are critical to mission success.

7.2 Corrective Action Report (CAR) A CAR (blank form below) shall be used by the COR to document contract requirement findings and subsequent corrective actions to be taken. A computer-generated CAR may be used, provided the information on the CAR remains the same.

7.2.1 CAR Non-Conformance is divided into two types: Major and Minor. The COR will make a determination to be validated by the PCO as to whether the non-conformance is minor or major.

7.2.1.1 Major Finding: Major findings are contract non-conformances which are considered critical or major. IAW FAR 46.101, a major non-conformance means a non-conformance, other than critical, that is likely to result in failure or reduce the usability of the services for their intended purpose. A critical non conformance means a non conformance that is likely to result in a hazardous or unsafe condition for individuals using, maintaining, or depending upon the services; or is likely to prevent performance of a vital agency mission. If at any time the individual task order COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the individual task order COR shall document their findings and notify the TAASC Program Office PM/COR and PCO immediately in writing. Email is acceptable.

A. Contractor failure to meet a Performance Threshold.

B. Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

C. Failure to provide corrective action to deficiencies identified by the Contractor within a prescribed suspense period.

D. Any failure to adhere to security and/or safety regulations that results in a security or safety incident.

7.2.1.2 Minor Finding: IAW FAR 46.101, a minor non-conformance means a non- conformance that is not likely to materially reduce the usability of the services for their intended purpose, or is a departure from established standards having little bearing on the effective use or operation of the services. When the individual task order COR identifies a minor finding, the individual task order COR shall document the findings, but is not required to notify the TAASC Program Office PM/COR and PCO. 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 COR shall notify the TAASC Program Office PM/COR and PCO in writing. Email is acceptable.

7.3 The COR will perform surveillance per the above Service Summary to ensure Contractor compliance with the appropriate paragraphs of the PWS and record the results, noting the date and time of surveillance. If surveillance indicates unacceptable performance, the deficiency will be documented on the AF Customer Complaint Record (CCR) (blank form below). The individual task order COR will provide a copy of this form to the Contractor (including the TAASC Program Office PM/COR and PCO), notifying them of the deficiencies for correction. The Contractor will be given a reasonable time, not to exceed three (3) business days, after notification to provide a corrective action plan. The corrective action plan shall be in Contractor format. The length of time allowed to correct the problem will depend upon the requirement and the deficiency. If resolution is achieved, the individual task order COR will attach the CCR to the monthly TAASC Performance Assessment Report (PAR). The PAR will not contain any validated complaints without the CCR form attached .

If the individual task order COR is unable to achieve resolution, the CCR will be forwarded to the TAASC Program Office PM/COR and PCO for resolution. Once the TAASC Program Office PM/COR and PCO receives the corrective action plan from the Contractor, it will be sent to the individual task order COR for approval. If acceptable, no further action required. If unacceptable, the TAASC Program Office PM/COR and PCO will have the individual task order COR prepare a Corrective Action Report (CAR) and return for action.

The individual task order COR will not consider the services complete until all deficiencies have been corrected. If re-performance is not a possibility, the PCO will deduct the amount of funds required to purchase the services from the Contractor’s invoice.

Upon notification from the Contractor the defect has been corrected, the individual task order COR will verify the root cause and ensure corrective and preventative actions submitted by the Contractor are effective and prevent reoccurrence and provide acceptance to the TAASC Program Office PM/COR and PCO. The PCO will then provide the acceptance response to the Contractor.

7.4 Methods of Surveillance.

7.4.1 Customer Complaint/Observation. The requiring organization will furnish written instructions and/or customer training to each organization receiving the contractor's services. Any customer observing unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the individual task order COR. The individual task order COR must evaluate the complaints on a case-by-case basis. If any Government action or lack of action caused unacceptable performance, the complaint is not valid. The individual task order COR will document the invalid complaint and keep for their records. If the complaint is not a result of any Government action, the procedures in paragraph 8.1 will be followed.

7.4.1.1 100% Inspection. Items that require 100% inspection are always checked after completion of work to assure that work has been accomplished in accordance with the contract.

7.4.1.2 Surveillance of Non-SS Items. The Government reserves the right to inspect all services required by the contract, to the extent practicable, at all times and places, during the term of the contract in accordance with the contract inspection clause.

8.0 Remedies for Unacceptable Performance.

8.1 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:

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

8.1.2 Reduce the contract 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.

8.1.3 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

8.1.3.1 Decrease the invoice amount in relation to performance, document negative Contractor CPAR ratings and negative monthly PAR findings, issue cure notice, show cause notice and/or terminate the contract.

8.2 The PCO will determine the action to be taken against the Contractor, such as reductions in fee/price in accordance with the Inspection of Services clause. The PCO’s disposition of the deficiency will be annotated on the form and the individual task order COR and Contractor will be notified of action.

9. Performance Management.

9.1. Market Research. Market Research was conducted for this requirement. LSI (cage 6C5S7) is the only known source who can provide these services.

9.2. MFT Meetings. The MFT will manage the contract for the life of the contract. This team will form a partnership between the Government and the Contractor to ensure the best possible service is provided for the life of the contract.

9.2.1. All performance assessment data will be reviewed at these meetings. If performance improvement is necessary a plan of action will be created. The MFT will continually review data and procedures to improve efficiency. The MFT will meet when requested by one of the team members and be scheduled by the individual task order COR.

9.2.2. The goal of the MFT is to give all members, Government and Contractor, a vested interest in maintaining the highest quality service to our customers and the ability to propose/initiate improvements. The success of the contract is a combined effort of all MFT members.

9.3. Contractor Performance Assessment Report (CPAR) System. Contractor performance is documented annually, if applicable, on a CPAR at the basic contract level and is not required for this individual task order. However, a Performance Assessment Review (PAR) will be required monthly at the individual task order level. These PARs will be utilized by the TAASC Program Office PM/COR and PCO to prepare the basic contract CPAR. The COR will also include positive, as well as negative, documentation on the PAR of Contractor performance. A negative or poor CPAR rating may impact the Contractor’s ability to compete for other Government source selections.

9.4. Disputes. Attempts will be made to resolve all disputes arising under this plan using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214, IAW FAR clause 52.233-1. The objective is to increase the opportunity to reach mutually agreeable resolutions to disputes that are relatively inexpensive and expeditious. If no resolution can be made under ADR, the parties will resort to the process set forth in the Disputes Clause, FAR 52.233-1.

9.5. Revisions to this QASP. Revisions to this QASP are the joint responsibility of the Program Office PM/COR and PCO and the individual task order CORs. The QASP will be reviewed as necessary and proposed changes will be provided to the MFT members for review. This is a living document that can be changed at any time.

Combating Trafficking in Persons. IAW DFARS PGI 222.17, the COR shall pursue, as appropriate, the following methods of monitoring the Contractor’s performance regarding trafficking in persons such that non-compliances with FAR clause 52.222-50 are brought to the immediate attention of the Contracting Officer:

a. Keep the lines of communication open with the Contractor. At the Post-Award conference or task order kick-off meeting, remind the Contractor of contractual responsibilities to notify the Government if the Contractor receives notification of any alleged violations to this policy or if actions have been taken against the Contractor employees, subcontractors or subcontractor employees pursuant to the clause.

b. When appropriate, encourage the Contractor to complete Human Trafficking Awareness Training.

c. Encourage the Contractor to take steps to investigate and eliminate slavery and human trafficking in their supply chains and to publish information for consumer awareness.

d. Periodically access the Department of State’s Trafficking in Person (TIP) website for updates and to view the latest reports. http://www.state.gov/g/tip

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

Customer Complaint Record Template, Feb 05 (SAF/AQCP)

One copy each for Complainant, COR, Contractor, and Contracting Officer

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. CONTRACTING OFFICER’S 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

FORMCHECKBOX

ACCEPTED FORMCHECKBOX

REJECTED

12. CLOSE DATE