PerformancePlan3rdCCG.pdf

PERFORMANCE PLAN

FOR

rd

Combat Communication Group Training Support

Tinker AFB, OK August 20, 2010

____________________________________ Date_________ Functional Director/Functional Commander

Primary Quality Assurance Personnel

Alternate Quality Assurance Personnel

________________ Date ____ Quality Assurance Program Coordinator

_________________________ ______Date_________ Contracting Officer

______________________ __Date_________

Contractor

Signature does not signify agreement with the content of this document rather it indicates the contractor’s cognizance of this document and its content. This performance plan is provided as an attachment to the solicitation for information purposes only. It is an evolving document and is not a contractual document.

Objective: The objective is to provide all labor, transportation and incidentals to provide support for maintenance, operation, and training related to complex and sophisticated tactical communications equipment In Accordance With (IAW) the Performance Work Statement

(PWS). This Performance Plan has been developed to evaluate contractor performance while implementing the PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each item listed on the Service Summary (SS) in the PWS. This

Performance Plan is based on the premise that the contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government quality assurance personnel is to ensure contract standards are achieved.

2. Goals of the Multi-functional Team. The goals of this team are to manage this contract and to provide an avenue to collectively work together to create a strong working relationship between the using agency, contracting and the contractor and provide the highest level of contract performance and customer service.

3. Multi-functional Team Members and their Responsibilities. The membership, goals and responsibilities of the Multi-functional Team are outlined below, upon award of the contract; the contractor will become a member of this team.

Contracting Officer (CO) and/or Administrative Contracting Officer (ACO)

Responsibilities:

1. Advises the multi-functional team on Performance Plan development.

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

3. Provides phase II training for QAPs.(If no contract administrator is assigned to the contract) and maintains in the contract file documentation of training provided by contracting personnel and/or

QAPC identified herein.

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

5. Requests reperformance and/or reduction of price of contract when services are not performed or do not meet contract requirements.

6. Ensures past performance inputs are prepared documenting performance issues.

7. Includes in the contract file documentation identifying nonperformance and actions taken.

8. Keeps communication lines open with the contractor regarding performance issues.

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

10. Participates as a member of the Multi Functional Team.

11. Before delegating a contract for administration to another organization/agency in accordance with FAR 42, the contracting officer will also: Ensure the contract includes the Performance Plan and will ensure those administering delegated contracts understand the contract requirements and performance plan. (IAW AFI 63-124 paragraphs

1 through 1.7.2)

Quality Assurance Personnel (QAP) Quality Assurance Evaluator (QAE) Responsibilities:

1. Ensures supplies or services rendered by contractor meets contract requirements.

2. Notifies the CO/ACO of any significant performance deficiencies in writing or by e-mail and provides any recommendations to improve the Performance

Plan or Performance Work Statement (PWS).

3. Assists CO/ACO in determination of what portion of the contract has not been performed.

4. Ensures discrepancy reports are accurate and reported properly.

5. Completes Phase I and Phase II QA training prior to contract start date or if nominated to replace an existing QAP after contract award, training will be completed prior to performing performance assessment.

6. Identifies areas that warrant a change in assessment method, frequency, or performance threshold and provides suggestions about the Performance Plan to the multifunctional team.

7. Evaluates and documents contractor performance in accordance with the

Performance Plan.

8. Serves as primary coordinator for Contract Administrator, ACO & CO.

9. Maintains a contract file, with all surveillance documentation and requests

CO/ACO disposition at the completion of the contract.

10. Submits all requests for corrective action to the CO/ACO.

11. Inspects contractor services at the completion of each contract payment period, usually monthly. The QAP will certify services actually received.

12. Performs market research or ensures market research is accomplished.

13. Participates as a member of the Multi Functional Team.

Functional Director (FD)/ Functional Commander (FC) Responsibilities:

1. Assigns as a minimum primary and alternate QA personnel per contract.

2. Reviews contractor performance assessment documentation prepared by QAP on a periodic basis not less than annually to ensure performance is compatible with contract and mission objectives, while supporting a higher level of contract performance, and fostering synergistic partnerships.

3. Identifies mission essential services, to include developing the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DOD Contractor Services during Crisis.

4. Receives FD/FC Training within 30 days of their commencement of duties from the QAPC.

5. Participates as a member of the multi-functional team.

Quality Assurance Program Coordinator (QAPC) Responsibilities:

1. Provides phase I training for QAP and maintain training records.

2. Provides training for Functional Directors (FD)/ Functional Commander (FC) and maintain records.

3. Supports the multifunctional team in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

4. Assists with market research efforts of the multi functional team in determining commercial quality assurance practices.

3. Assists with evaluation of the contractor’s Quality Control Plan (If applicable).

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

5. Participates as a member of the multi-functional team.

Contractor Responsibilities:

1. Is responsible to render for acceptance only those services that conform to contract requirements.

2. Identifies processes/systems for collecting performance data.

3. Identifies opportunities to improve performance throughout the life of the contract---benchmarking, assessing risk, and gives advice on initiatives to the

QAP and CO/ACO in writing (e-mail is acceptable). Contract changes/modifications to any work requirement shall be undertaken only upon the written direction of the Contracting Officer.

4. Performance Assessment.

The following Service Summary Guides reflect the performance evaluation required by the

Performance Work Statement.

SERVICE SUMMARY (SS)

SS # and Performance Objective PWS Para. Performance

Threshold

Method Of

Surveillance

SS #1 Contractor shall provide classroom training.

1.1.5.4 Zero errors Periodic Inspection

Customer

Complaints

SS #2 Contractor shall provide student critiques to the 3 CCG.

1.1.8

Zero errors Periodic Inspection

SS # 3 The Contractor shall submit the MSR to the 3rd Combat Communication Support

Squadron, Training and Standards Flight

Commander no later than the 15th of each month following the month of award.

1.5.5 No later than the

th of each month.

No more than three errors per report.

All errors shall be corrected within 2 workdays.

Periodic Inspection

SS # 4 The Contractor shall be called upon to provide technical assistance that includes, but is not limited to, engineering integration solutions to meet mission objectives, installing, configuring, testing, and tuning network hardware and software, performing network system startups /shutdowns, performing network diagnostics and correcting hardware and software problems, and identifying the capabilities and deficiencies of current systems and configurations.

1.3 Zero errors Periodic Inspection

4.2. Methods of Surveillance:

4.2.1. Periodic Inspection: The type of surveillance that is based upon selecting samples for evaluation on other than 100% inspection as a minimum of once a month and no more than eight times per month (You can use a range. This is only an example of a range) or inspections can be weekly, monthly, biannually or annually.

4.2.3. Customer Complaints: (The QAP/QAE will furnish written instructions and customer training to each organization receiving the contractor’s service. Instructions and training should cover the format and content of the program and service to be surveilled; the action that may be expected from the QAP/QAE, contract administrator, and contracting officer as a result of the complaints; and the limitations on the customers in dealing with contractor personnel. This information is to be included here.) .

QA personnel will furnish written instructions and/or customer training to each organization receiving the contractor’s service. Any customer that observes unacceptable services, either incomplete or not performed, should immediately contact the Quality Assurance Personnel (QAP). If the deficiency requires immediate correction, a phone call may be necessary. When a complaint is received, the QAP validates the complaint by checking the PWS. The QAP will 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. If the compliant is valid a Customer Complaint Record, shall be annotated by the QAP and the contractor shall be notified. In accordance with AFFAR MP 5346.103 paragraph 1. (c) 4 (b), the QAP will notify the contracting officer of any significant performance deficiencies. Significant deficiencies are deficiencies that cannot be resolved within (48) clock hours from QAP notification or falls into the category of major findings.

In accordance with FAR 46.407 the Contracting Officer (CO) should reject supplies or services not conforming in all respects to contract requirements

(see FAR 46.102). In those instances where deviation from this policy is found to be in the Government’s best interest, such supplies and services may be accepted only as authorized in this section of the FAR. Valid Customer Complaints that are not resolved within 48 clock hours will be forwarded to the CO after the (48) clock hours have pasted. For major deficiencies the customer compliant record will be forwarded to the CO the day of the infraction. A meeting with the

Contractor will follow to address the complaints and review the proper procedures within the term and conditions of the contract.

The QAP will retain and file the complaint form. At the end of each month, copies of the customer compliant records are forwarded to Contracting

Officer and all validated complaints are counted to determine if performance is acceptable or unacceptable.

5. Performance Management:

5.1. Market Research. Market research will be used as a tool throughout the life of the contract to remain current with the most efficient and effective assessment methods and techniques of the commercial marketplace.

5.2 Multi-functional Team (MFT) Meetings. The multi-functional team 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.

5.2.1. All performance assessment data will be reviewed during the MFT meetings. If performance improvement is necessary a plan of action will be created. The Multi Functional

Team will continually review and validate objectives and goals as identified in the performance plan.

5.2.2. The goal of the multi-functional team 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 and all multi-functional team members.

5.2.3. Positive and Negative Incentives:

In accordance with the results of the QAP surveillance documentation, areas that warrant a change in assessment method, frequency, or performance threshold will be changed in either a positive or negative manner

6.0. Performance Assessment Documentation:

6.1. Procedures.

The government Quality Assurance Personnel (QAP) /Quality Assurance Evaluator (QAE) will perform inspections to ensure contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspection, noting the date, time and location of inspection. If inspection indicates unacceptable performance, the QAP/QAE will notify the contractor and the contracting officer of the deficiencies for correction. The Contractor shall be given a reasonable time after notification to correct the unacceptable performance if such correction is possible.

The length of time allowed to correct the problem will depend upon the requirement and the deficiency, and the Contractor will be notified by the Contracting Officer of the time allowed for correction. The QAP/QAE will document minor contract discrepancies and observations on the

QAP/QAE certification form. When the deficiency is major, the QAP/QAE may use a Contractor

Action Report (CAR) .Deficiencies not corrected or estimated dates of completion that are not acceptable to the QAP/QAE will be forwarded to the Contracting Officer (CO) for action.

6.1.1. Surveillance of Non-SS Items. Surveillance of Non-SS Items. The Government reserves the right to inspect and test 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.

6.1.2. Corrective Action Report (CAR). A CAR may be used by the QAP to document contract requirement findings and subsequent corrective actions to be taken. A computer-generated CAR may be used, provided information on the CAR remains the same. See attached

CAR and instructions for filling it out.

6.1.4. Definitions of Major Findings & Minor Findings. Major findings are contract nonconformances which are considered critical or major. IAW FAR 46.101 a major nonconformance means a nonconformance, other than critical, that is likely to result in failure of the supplies, or to materially reduce the usability of the supplies or services for their intended purpose. A critical nonconformance means a nonconformance that is likely to result in a hazardous or unsafe condition for individuals using, maintaining, or depending upon the supplies or services; or is likely to prevent performance of a vital agency mission. If at any time QAE/P 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. 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.

Minor Finding. IAW FAR 46.101 a minor nonconformance means a nonconformance, that is not likely to materially reduce the usability of the supplies or 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. When QAE/P identifies a minor finding, the QAE/P shall document the findings, but is not required to notify the Contracting Officer. 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 QAE/P shall notify the Contracting Officer in writing (email is acceptable).

7. 0. (If applicable.) Deviation of Format. Paragraph 1.8 of AFI 63-124 allows the multi -functional team to deviate from the PBSA documents or formats identified in paragraphs 1.4.1 through 1.4.5 as long as the alternatives meet the spirit and intent of the requirements of the paragraph(s) they are replacing. The multi-functional team concurs that the Performance Work

Statement and Performance Plan fully comply with the above instructions.

8. General.

All surveillance documentation of this Performance Plan will be marked, "For Official Use

Only". Revisions to this Performance Plan are the joint responsibility of the MFT. This is a living document that can be changed at any time with prior approval of the MFT.

9. 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 for mutually agreeable resolutions to disputes that are relatively inexpensive and expeditious. If no resolution can be made under ADR, the parties shall resort to the Disputes Clause 52.233-1.

10. Contract Performance Assessment Reporting System (CPARS). Is not applicable to this contract.

11. Initial Contract Performance Review. IAW AFI 63-101 paragraph 4.9 The initial evaluation of contractor performance is a joint determination by the multi-functional team that the contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract. The Services Designated

Official (SDO) may waive the initial evaluation for contractors that have continued performance under a successor contract award (prior incumbent), or for contractors which have otherwise demonstrated full compliance with contract start-up. Separate initial contract performance reviews are not required when they would duplicate reviews held and reported under Award Fee or Award

Term Plan provisions.

11.1. Scheduling: The initial performance review criteria shall be included in the Performance Plan and the review shall take place within 30 calendar days after the contractor assumes full performance responsibilities. (i.e. after completion of transition/mobilization).

11.2. Reports: For acquisitions greater than or equal to $100 million, results of the initial performance review shall be reported by plain text e-mail or other expedient means to the

AFPEO/CM. Negative variations in cost, schedule, staffing, and/or performance shall be reported with an assessment of the root causes and corrective action plan. The report shall include an assessment of schedule, management, technical, and cost performance. Special interest items to be included in the initial performance report are significant modifications to the contract made since contract award.

11.3. Assessment values:

11.4. Green--No issues.

11.5. Yellow--Issue(s) but contractor has an adequate mitigation or corrective action plan in place.

11.6. Red--Issue(s) with inadequate or no contractor‘s mitigation or corrective action plan. Any

―red‖ assessment shall include the government proposed actions with respect to the failing contractor.

11.7. Annual Execution Reviews. The Annual Execution Review shall, at a minimum, assess annual execution reviews for progress against approved performance metrics and review the summary of evaluations from the Contractor Performance Assessment Reporting System (CPARS).

12. Review Requirements:

12.1. For acquisition of services acquisitions greater than or equal to $100 million, including those that have been delegated in whole or in part, an annual execution review is required for services acquisitions in pre-award phases and those on contract, and shall be performed by the program manager, procuring contracting officer, and/or functional staff as applicable. Electronic reports of execution reviews conducted in each fiscal year should be sent to the respective AFPEO/CM

Program Director. The cutoff date for submission of all reports of Annual Execution Reviews conducted in the prior fiscal year is the last working day of December. The format for reports on programs in the AF PEO/CM portfolio is available from the AFPEO/CM website.

12.2. For services acquisitions below $100M, the SDO is responsible for conducting and documenting annual execution reviews.

12.3. Pre-award. The focus in the pre-award phase is progress-to-schedule, and issues for the attention of the SDO and Air Force leadership.

12.4. Post-award. The focus of the post-award phase is fulfillment of requirements by comparison of outputs and outcomes to requirements by using cost, schedule, and performance metrics.

12.5. Report content. Report content for acquisitions above the simplified acquisition threshold and less than $100 million shall be determined by the respective SDO. The format for reports on acquisitions in the AFPEO/CM portfolio is available from the AFPEO/CM website.

Use of this form is optional. The MFT may use another format.

For Official Use Only

QAP certification form

Date/time of surveillance:_____________________ SS#(s)______________________

Location of Surveillance___________________________________________________

CORRECTIVE ACTION TO BE TAKEN (IF ANY) OBSERVATIONS:

NAME OF QAP (Signature)

For Official Use Only

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