QASP_04_Mar_16.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

E-4B National and Nuclear Communication Support (N2CS)

FA8106-17-D-TDB

04 March 2016

Air Force Life Cycle Management Center (AFLCMC)

AFLCMC/WLVSA

Tinker Air Force Base, Oklahoma

1. Objective: The contract resulting from Purchase Request #F3YCBG6106B001 is for E-

4B National and Nuclear Communication Support (N2CS) of the E-4B National Airborne

Operation Center (NAOC). This requirement is to provide:

Mission System software sustainment

Mission Support Facility (MSF) management and sustainment

Engineering Support

Mission System Technology Refresh

Mission System Field Service Representative (FSR) support

Modification/Support

Program Scheduling/Planning

Mission Support

The Contractor shall provide all labor, materials, tools, equipment, parts, transportation, etc.

required to fulfill the requirements of the Performance Work Statement (PWS) E4B-PWS-

FY16-09, dated 04 Mar 2016.

2. Goals of the Multi-functional Team (MFT)

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. Upon award of the contract, the Contractor will become a member of this team.

3.1. Procurement Contracting Officer (PCO) and/or Administrative Contracting Officer

(ACO) Responsibilities:

1. Advise the MFT on Surveillance Plan development.

2. Appoints a Contracting Officer Representative (COR) via a COR Designation

Memorandum, indicating their areas of responsibilities and limitation of authority and ensures that the COR, Contractor and Quality Assurance Program Coordinator

(QAPC) are notified in writing of such.

3. Provides Contract Specific Training for any COR appointed by the PCO. Maintains suitable records reflecting decisions regarding the acceptability of the requirements as well as actions to correct defects.

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

5. Determines that the amount withheld constitutes a reasonable estimate of the

Contractor's potential liability.

6. Ensures that the withholdings represent an amount commensurate with the reasonable value of such services.

7. Ensures past performance inputs are prepared documenting any performance issues.

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

9. Keeps communication lines open with the Contractor regarding performance issues.

10. Terminates the COR Designation in writing, when appropriate, and forwards copies of COR Termination to the COR, COR Supervisor and QAPC and notifies the

Contractor.

11. Participates as a member of the MFT.

3.2. DCMA QAR /COR Responsibilities: Ensures supplies or services rendered by

Contractor meet contract requirements.

1. Notifies the PCO/ACO and the Contractor of any performance deficiencies in writing or by e-mail.

2. Assists with contract/order closeout.

3. Ensures discrepancy reports are accurate and reported properly.

4. For AFLCMC or 55 th

Wing COR, 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. Identifies areas that warrant a change in assessment method, frequency, or performance threshold and provides suggestions about the surveillance plan to the PCO.

5. Maintains accurate documentation of Contractor assessment activities as required by the surveillance plan and reports the results of Contractor assessment activities to the

ACO/PCO.

6. Works with the Contractor and the PCO/ACO to resolve issues.

7. Maintains a file* in accordance with (IAW) the Surveillance Plan and requests

PCO/ACO disposition at the completion of the contract or termination of COR appointment (if applicable).

8. Submits all requests for corrective action to the PCO/ACO.

9. Inspects and accepts Contractor services at the completion of each contract payment period, usually monthly. The QAR/COR will certify services actually received, unless the PCO/ACO retains the authority for acceptance.

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

11. Participates as a member of the MFT.

3.3. Quality Assurance Program Coordinator (QAPC) Responsibilities:

1. Will assist the Contracting Officer and/or Contracting Officer Designee in providing

Contract Specific Training per paragraphs 1.5.1 – 1.5.6 of AFFARS MP 5301.602-

2(d) and/or Refresher Training regardless of provider for any COR, upon request.

2. Provide training for COR Management.

3. Supports the MFT in the development of contract requirements specifically to ensure that requirements are clearly stated and enforceable.

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

5. Participates as a member of the MFT.

3.4. Contracting Officer Representative (COR) Management (i.e. Supervisor)

Responsibilities:

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

2. Ensure prospective COR understands importance of performing their designated functions.

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

4. Ensure that performance of the designated functions will be addressed as part of the

COR’s annual performance appraisal.

5. Solicit input on performance of COR duties from the PCO.

6. Ensure 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 only responsibility).

8. Completes training offered by the Quality Assurance Program Coordinator (QAPC).

9. Participates as a member of the MFT.

3.5. Defense Contract Management Agency (DCMA)/ACO-Specific Responsibilities:

* NOTE: A Memorandum of Agreement will be in place outlining specific DCMA/ACO responsibilities.

1. Performs contract administration as defined in Federal Acquisition Regulation (FAR)

Part 42 and DCMA Guidebook as needed and as authorized by the PCO.

2. Performs inspections and acceptance on all Contract Line Items (CLINs) that are inspection/acceptance at origin IAW the FAR clause and the DCMA Guidebook.

3. Initiates and monitors corrective actions given to the Contractor during the performance of the contract.

4. Keeps PCO informed of the corrective actions that pertain to the contract.

5. Notifies, when necessary, the PCO of any potential delays and any Contractor performance that poses risks to the completion and quality of the contract.

6. Participates as member of the MFT.

* File should include a copy of the contract/order and all modifications (unless readily available electronically); a copy of COR designation memorandum (if applicable); correspondence between you and the Contractor; copies of correspondence to or from PCO/ACO; minutes of all meetings; copies of all invoices submitted and paid; and all other documentation of actions taken by

QAR/COR.

4. Performance Assessment

The required performance objectives can be found in the Service Summary in the PWS.

The Contractor service requirements are summarized into performance objectives that relate directly to the mission essential items. The performance threshold describes the minimum acceptable levels of service for each requirement. The Contractor shall be aware that the absence of any contract requirement from the service summary does not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract.

4.1 Method of Surveillance

Performance Objective (PO) PWS Performance Requirement Threshold

1.

The Contractor shall provide the

SPO online electronic access to STs and deliverables. The data shall be downloadable in format specified in the ST.

The Contractor shall establish and utilize a process to work and close

STs agreed upon by the

Government.

1.6.3 100% compliance with individual Support

Tasks.

2.

The Contractor FSR’s shall maintain a 24 hour single point of contact via telephone seven days a week for hardware/software support after hours.

1.6.4.5 100% compliance with single point of contact via telephone.

3.

The Contractor shall provide the final Contractor source data NLT 60 calendar days after verification.

1.6.5.9.3 100% compliance with individual Task

Order.

4.

The Contractor shall deliver verified source data (fly-away data) for the prototype install 10 calendar days prior to aircraft Return To Service

(RTS).

1.6.5.9.6 100% compliance with individual Task

Order.

5.

The Contractor shall conduct a Pre-

Publication review for the TCTO and source data within 30 calendar days of completion of verification.

1.6.5.9.7 100% compliance with individual Task

Order.

6.

The Contractor shall conduct a Pre-

Publication Review for the TCTO and source data within 60 calendar days of completion of Verification to review incorporation of all the marked-up data from the verification

1.6.5.9.8 100% compliance with individual Task

Order.

Performance Objective (PO) PWS Performance Requirement Threshold master marked-up source data.

7.

The Contractor shall perform expedited software change and testing for validated emergency software changes. Emergency software changes shall be developed, tested and delivered within 14 calendar days.

1.6.7.4(7)

No more than 50% of the delivered emergency software changes during a period of performance require a delivery extension.

8.

The Contractor shall conform to the provisions of DoD 5220.22-M for safeguarding classified information and material.

4.1.6.1 100% compliance required for each contract quarter.

9.

The Contractor shall generate and make available the data identified herein in contractor electronic format for deliverables. Draft documents shall be delivered in

Microsoft Word document format, presentations in Power Point and

Microsoft Project for schedules.

Final documents shall be delivered as Adobe PDFs. All items shall be transmitted to a distribution list provided by the Government.

Section

V

No more than four (4) validated complaints or deviations from Plans or

Reports received in a quarter.

10.

CDRL Quality: Data submitted is accurate and in accordance with

Contractor processes and established

Government policies.

Section

V

For each submittal, no more than one (1) submittal returned for re-work in response to original Government comments of

Contractor submitted documentation complying with Contractor established processes. The Contractor shall perform the re-write at no additional cost to the

Government.

4.2. Methods of Surveillance

1A. Sampling Method for SS-2, SS-5, SS-7, SS-8 and SS-9 (Customer Complaint): N/A

1B. Inspection Procedures for SS-2, SS-5, SS-7, SS-8 and SS-9 (Customer Compliant):

See Section 4.2.1 of the Surveillance Plan and the follow-up procedures as shown under Section 4.3. Documentation will be kept on file and made available to the

PCO upon request.

2A. Sampling Method for SS-8 (Periodic, Monthly): On a monthly basis, the

QAR/COR will follow the quality assurance procedures per the contract inspection clause by periodically reviewing the output which may include review of contract deliverables etc. in order to document contractor performance.

2B. Inspection Procedures for SS-8 (Periodic, Monthly): The QAR/COR will track on a monthly basis the results associated with his/her performance of the quality assurance procedures per the contract inspection clause in order to verify if the performance threshold has been met. Documentation will be kept on file to show when surveillance was performed and made available to the PCO upon request.

4.3 Procedures

The Government QAR/COR will periodically perform inspections to ensure Contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspections, noting the date and time. If inspection indicates a performance threshold is not met, the QAR/COR will notify the Contractor and the contracting officer of the deficiency 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 PCO of the time allowed for correction when the deficiency is reported to the Contractor. The QAR/COR will not consider the services complete until all deficiencies have been corrected. Deficiencies not corrected or estimated dates of completion that are not acceptable to the QAR/COR will be forwarded to the PCO for action.

4.4. Surveillance Responsibility

Contract support will occur at (Contractor’s Facility - TBD), Mission Support Facility, Offutt AFB, NE, Depot Maintenance Facility at San Antonio, TX; and the SHF System

Integration Lab (SIL) at Tinker AFB, OK. The COR will have the surveillance responsibility at Oklahoma City, OK, Offutt AFB NE and the SHF SIL Tinker AFB, OK.

DCMA will have responsibility at the Contractor Facilities QAR/COR will certify services actually received under this contract in accordance with its terms and conditions, unless the PCO/ACO retains authority for acceptance. Format is at the discretion of the

QAR/COR.

Upon notification from the Contractor that the defect has been corrected, the QAR/COR will re-inspect the area/task associated with the customer complaint or Correction Action

Report that was issued by the Government. The QAR/COR will verify the root cause and corrective/preventative actions submitted by the Contractor are effective and prevent reoccurrence.

4.4.1. Corrective Action Report (CAR) A CAR shall be used by the QAR/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. See attached CAR and instructions for filling out.

4.4.2. Definitions of Major Findings & Minor Findings

Major Findings. 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 QAR/COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the

QAR/COR 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 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 COR identifies a minor finding, the QAR/COR 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 QAR/COR shall notify the Contracting

Officer in writing (email is acceptable).

4.5. Methods of Surveillance

1. Customer Complaint/Observation.

2. 100% Inspection.

3. Periodic Inspection of process or output.

4.5.1. 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 QAR/COR. The QAR/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 QAR/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 4.1 will be followed.

4.5.2. 100% Inspection

All deliverables (reports etc.) will be inspected 100% for errors and omissions.

4.5.3. Periodic Inspection

This type of surveillance is based upon selecting samples for evaluation on other than

100% inspection on a statistically random basis.

4.6 . Standard

The Contractor must correct each discrepancy through re-performance. Recurring discrepancies during the reporting period which bring the performance threshold below the acceptable level will be recorded and reported to the PCO for appropriate action.

Additionally if the same discrepancy (ies) occurs repeatedly throughout different reporting periods, this will reflect upon the Contractor's performance. The QAR/COR will annotate the unacceptable performance and notify the PCO in order to address the problem areas with the Contractor. In those instances where re-performance is not possible, the PCO may deduct payment IAW the inspection of services clause.

4.7. Surveillance of Non-Service Summary Items

The Government reserves the right to inspect and test services required by the contract, to the extent practicable, at all times and places, during the term of the contract IAW the contract inspection clause.

4.8. Remedies for Non-Conformance

If inspections indicate unacceptable performance, the QAR/COR will notify the

Contractor of the deficiencies for correction. The Contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the QAR/COR should notify the PCO for action. If the Contractor disagrees with the noted discrepancy and an agreement cannot be reached, the PCO shall be notified for a final decision.

4.9. Positive and Negative Incentives

IAW the results of the QAR/COR surveillance documentation, areas warranting a change in assessment method, frequency, or performance threshold will be changed in either a positive or negative manner throughout the life of the contract, if warranted.

4.10. 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, remind the Contractor of his 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 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

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. MIFT Meetings

The MFT will manage the contract for the life of the contract. This team is 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. Performance Assessment Data

All performance assessment data will be reviewed at these meetings. If performance improvement is necessary, a plan of action will be created.

5.2.2. Goal of the MFT

The goal of the MFT is to give all members 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.

5.3. 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. The objective is mutually agreeable resolutions that are relatively inexpensive and expeditious. If no resolution can be made under ADR, the PCO shall be notified for a final decision.

5.4. Initial Performance Review

The MFT initial evaluation of Contractor performance will take place within 30 days after the Contractor assumes full performance responsibilities (i.e. after completion of transition/mobilization) to ensure 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 (i.e. prior incumbent) or for Contractors which have otherwise demonstrated full compliance with contract start-up. Separate initial contract performance review is not required when they would duplicate existing reviews.

5.4.1. Initial Performance Review Criteria

The MFT will report the results of the initial performance review to the SDO. The report will include an assessment of schedule, management, technical, staffing and cost performance (i.e. cost performance will be reported only if other than Firm Fixed Price).

http://www.state.gov/g/tip

Negative variations in cost, schedule, staffing, and/or performance will be reported with an assessment of the root causes and corrective action plan.

5.4.1.1. Schedule

The assessment will include a discussion of the Contractor’s adherence to the required delivery schedule, milestones, and administrative requirements and should address the Contractor’s efforts during the assessment period that contributes to or affect the schedule variance, as applicable.

5.4.1.2. Management/Performance

The assessment will include a discussion of the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the

Contractor’s history of reasonable and cooperative behavior (to include timely identification of issues in controversy), customer satisfaction, timely award and management of subcontracts including progress on small business subcontracting goals.

5.4.1.3. Technical

The assessment will include a discussion of the Contractor’s conformance to contract requirements, specifications and standards of good workmanship (i.e. commonly accepted technical, professional, environmental, or safety and health standards), as applicable.

5.4.1.4. Cost

The assessment will include a discussion of the Contractor’s effectiveness in forecasting, managing, and controlling contract cost, as applicable.

5.4.1.5. Staffing

The assessment will include a discussion of Contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key personnel, as applicable.

5.4.1.6. Special Interest Items

Special interest items are to be included in the initial performance report when significant modifications to the contract have been made since contract award.

5.4.2. Assessment Values

5.4.2.1. GREEN - No issues.

5.4.2.2. YELLOW - Issue(s) but Contractor has an adequate mitigation or corrective action plan in place.

5.4.2.3. RED - Issue(s) with inadequate or no Contractor’s mitigation or corrective action plan. Any “RED” assessment will include the Government proposed actions with respect to the failing Contractor.

6. Revisions to this Surveillance Plan.

Revisions are the joint responsibility of the ACO, PCO and QAR/COR. This document can be changed at any time following coordination with the MFT.

REVISION QASP CHANGE ACTIVITY DATE

Original Surveillance Plan for E-4B Contactor Logistics Support 27 Jan 15

Corrective Action Report (CAR) Template - Feb 05 Revised.doc