QASP_-Laundry_Services_9_FEB_2017_FINAL.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

LAUNDRY SERVICE

9 February 2017

Contractor Name

Contract Number

Contract Description Provide laundry, dry cleaning, and protective retreatment of articles for Robins AFB, GA Provide all laundry, drying, folding, and other tasks to include receiving, accounting, processing and returning all organizational items tendered for cleaning. Services include pickup and delivery at various locations with varying weekly schedules.

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

What will be monitored How monitoring will take place Who will conduct the monitoring How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its own quality control plan. The QASP provides the structure for the Government’s surveillance of the contractor’s performance to ensure that it meets contract standards. It is the government’s responsibility to be objective, fair, and consistent in evaluating contractor performance.

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

Copies of the QASP and any revisions shall be provided to the contractor and the Contracting Officer's Representative (COR) to facilitate implementation of surveillance activities. In addition, the QASP should recognize and accommodate unforeseen or uncontrollable circumstances which might occur that are outside the control of the contractor.

2. AUTHORITY: Generally, Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provide for inspection, acceptance and documentation of the service called for in the contract or order. If commercial, quality assurance will be applied in accordance with commercial items clause.

The Inspection of Services Clause requires the contractor to establish and maintain an inspection system acceptable to the Government. The Government has the right to inspect at any time without unduly delaying work. The following FAR clause applies to this acquisition:

FAR52.212-4, Commercial Items. The government may require repair or replacement of nonconforming services at no increase in price. If repair or replacement will not correct the defects or is not possible, the Government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming services.

FAR52.246-4, Fixed Price Contractor shall provide and maintain an inspection system acceptable to the

Government.

Contractor inspection records shall be provided to the COR upon request.

Government has the right to inspect and test all services at any time without unduly delaying work.

If any work does not conform to contract requirements, the Government may require the

Contractor re-perform at no additional cost When defects cannot be corrected through re-performance, the Government may:

o Require the contractor to take necessary action to ensure that future requirements meet contract standards and reduce contract price to reflect the reduced value of the services performed.

If the contractor fails to act promptly, the Government may by contract or otherwise, perform the services again and charge the contractor for any cost incurred by the Government that is directly related to the performance of service.

3. GOVERNMENT ROLES AND RESPONSIBILITIES: The following personnel shall oversee and coordinate surveillance activities.

a. CONTRACTING OFFICER (CO)/BUYER: The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned PCO: Jeffery Pruitt Organization: AFSC/PZIMA Telephone: 478- 222-0964 Email: jeffery.pruitt.1@us.af.mil

Assigned Buyer: TSgt Stewart Jenkins Organization: AFSC/PZIMA Telephone: 478- Email:stewart.jenkins@us.af.mil

b. CONTRACTING OFFICER’S REPRESENTATIVE (COR): The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance processes. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for early identification and reporting of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf.

For each task order, COR(s) will be assigned per organization. Each COR is responsible to the Contracting Officer to conduct COR duties as delegated.

(1) 402 MXW Assigned COR Name: James Bolden (Alt) Organization: 402 MXSG/OB Telephone: 478-327-2645 email: james.bolden@us.af.mil

(2) 78 FSS/FSVL Assigned CORs Name: Tony Braswell Name: Ronald Jones Organization: 78 FSS/FSVL Organization: 78 FSS/FSVL Telephone: 478-926-2100 x 6108 Telephone: 478-926-2100 x 4901 email: tony.braswell@us.af.mil email: ronald.jones.20@us.af.mil

(3) 78 MDS/SGSL Assigned CORs Name: Chiquetta Stovall Name: Steven Taylor Organization: 78 MDSS/SGSM Organization: 78 MDSS/SGSM Telephone: 478-327-8333 Telephone: 478-327-8271 email:chiquetta.stovall@us.af.mil email:steven.taylor.13@us.af.mil

(4) 5 CBCSS/SCS Assigned CORs Name: SSgt Anwar Ford (Pri) Name: SSgt Godric Ramirez Organization: 5 CBCSS/SCLS Organization: 5 CBCSS/SCLS Telephone: 478-327-4960 Telephone: 478-327-3566 email:anwar.ford@us.af.mil email:godric.ramirez-stone@us.af.mil

d. QUALITY ASSURANCE PROGRAM COORDINATOR: The QAPC is responsible to ensure pre-award documents are performance based and that the COR are adequately trained to perform surveillance. In addition, the QAPC coordinates the gathering of contractor performance data to prepare Annual Health of Services review and SDO Annual Execution Reviews.

Assigned QAPC: John Lynch Organization: WR-ALC/MXSG/OB Telephone: 497-6513 Email: john.lynch.4@us.af.mil

4. CONTRACTOR REPRESENTATIVES:

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

Program Manager: Brandi Morris Office: WR-ALC/OBCA Telephone: (478) 926-8172 Email: brandi.morris@us.af.mil

5. PERFORMANCE STANDARDS AND METHOD OF SURVEILLANCE:

5.1 CONTRACT SURVEILLANCE: The goal is to ensure contractor performance is effectively monitored and documented. The COR’s contribution is a professional, non- adversarial relationships with the CO, PM and the contractor, which enable positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods below to ensure the contractor is in compliance with contract requirements.

The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and Quality Control/Quality Assurance actions to successfully meet the terms of the contract. Performance standards define desired services. The government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.

The Services Summary listed in the Performance Work Statement includes performance objectives and performance thresholds. The government shall use these standards to determine contractor performance and shall compare contractor performance to the Performance Thresholds which represent the Acceptable Quality Levels (AQLs).

The Services Summary outlines the performance objectives that must be performed and standards that must be met by the contractor, and details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR/Quality Assurance file.

Performance objectives define the desired outcomes. Performance thresholds define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance.

Performance Objectives

PWS

Para

PerformanceThreshold Method of Surveillance

Pick-up and delivery completed on schedule

1.2.1 No more than 2 late pick-up or

deliveries per month

Monthly Inspection

Pass Infection Control Inspection

1.3.1.2 100% Annual compliance Annual Inspection

All laundered items shall be packaged IAW special instructions

1.1, Appendix

No more than 2 customer complaints per month per pickup point

Monthly Inspection

5.2 MEASUREMENT:

a. Objective: Pick-up and delivery completed on schedule Threshold: No more than 2 late pick-up or deliveries per month Report(s): Performance Assessment Report Documentation Frequency: Monthly

Process: COR will document each pick-up and delivery to ensure the schedule is maintained on a monthly log. Monthly reporting shall indicate the timeliness of delivery and adherence to the schedule.

b. Objective: Pass Infection Control Inspection – MDG Only Threshold: 100% Annual compliance Report(s): Performance Assessment Report Documentation Frequency: Annually Process: COR will inspect the contractor in accordance with Infectious Control procedures as cited in the basic contract.

c. Objective: All laundered items shall be packaged IAW special instructions Threshold: No more than 2 customer complaints per month Report(s): Performance Assessment Report Documentation Frequency: Monthly Process: COR will verify with each POC that laundered items are packaged IAW special instructions. All discrepancies will be submitted and validated using the Customer Complaint method. Monthly PARs will indicate findings.

5.3 COR FILE DOCUMENTATION:

Certificates -o QAPC Led and CO Led Training o DAU Training

CLC 106, COR with a Mission Focus CLC 046, Green Procurement CLM 003, Ethics for Acquisition Technology and Logistics (annual rqmt) Wide Area Workflow

Request, Nomination , Designation and Termination COR Letters COR Supervisor Training Certificate Surveillance Documentation o Performance Assessment Report (PAR) o Corrective Action Report (CAR) o Customer Complaint (CCR)

MFT Meeting Minutes Any other documentation generated in performance of COR duties Copies of applicable modification(s) Data submittals EMS Training Certificates of Contractor Personnel

5.4 CONTRACTOR’S PERFORMANCE ASSESSMENT REPORT (CPAR):

In evaluating the quality of contractor’s performance, the following performance ratings are used in documenting past performance. The areas rated may include: Quality of Service, Business Relations, Management, Cost Control (if applicable), and Schedule.

Performance Rating

Criteria

Exceptional Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

6.0 PERFORMANCE REPORTING

6.1 PERFORMANCE ASSESSMENT REPORT (PAR): Routine surveillance will be documented on a Performance Assessment Report. All performance will be measured and noted on the PAR. The contractor will initial the PAR to document acknowledgement of the inspection conducted. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

6.2 CORRECTIVE ACTION REPORT (CAR): For repeated instances of non-performance or for any issue involving safety or security, a Corrective Action Report will be initiated by the COR. The contracting officer formally issues the CAR to the contractor for corrective and preventive action. The contractor shall acknowledge receipt of the CAR in writing. The contractor shall prepare a corrective action plan to document how to correct the unacceptable performance and avoid recurrence. The government shall review the contractor's corrective action plan to determine acceptability. A CAR becomes a part of the official contract file and will be used as a record of negative past performance.

6.0 INITIAL CONTRACT PERFORMANCE REVIEW: Within 30 days of award or when performance begins, the COR shall notify the Services Designated Official with information on contractor performance. The initial review shall answer the following questions:

Is the contract fully operation and successful?

Is the contract within estimated cost, schedule and performance baselines?

Any potential risk or performance issues?

Jeffery Pruitt

Contractor

PERFORMANCE ASSESSMENT REPORT (PAR)

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

1. CONTRACT/TASK

ORDER NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. CONTRACTING OFFICER'S REP (COR) SIGNATURE AND

DATE

5. COR PHONE

6. SUSPENSE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH

ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF

DEFICIENCY BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED

COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF

RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

CONTRACTOR REPRESENTATIVE REMARKS

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

6. CONTROL

NUMBER

7. DEFICIENCY MAJOR 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 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

ACCEPTED REJECTED

12. CLOSE DATE