Attachment_6_-_QASP_1_July_19.pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN (QASP)

FOR

Packing, Containerization and Local Drayage of Direct Procurement Method (DPM) Personal Property Shipments

FA8601-19-R-A042

Coordination and Review:

Robin A. Smith Signature Date

AFLCMC/PZI

Quality Assurance Program Coordinator (QAPC)

Karie A. Smithers Signature Date JPPSO-NE, Det 2 Contracting Officer Representative (COR)

Brandon D. Wish Signature Date

AFLCMC/PZIBB

Contract Specialist

Mellisa S. Flanagan Signature Date

AFLCMC/PZIBB

Contracting Officer

SURVEILLANCE PLAN

Part 1

PERFORMANCE

MANAGEMENT

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to implement Air Force Instruction (AFI) 63-138, Acquisition of Services; AFFARS Mandatory Procedures (MP) 5301.602- 2(d), Designation, Assignment and Responsibilities of a Contracting Officer’s Representative (COR);

DoDI 5000.72, COR Certification; DoDI 5000.74, Defense Acquisition of Services; and MP5346.103, Contracting Office Responsibilities. It is designed to meet the needs of the organization, assess contract success, assess and document contractor performance in accordance with the requirements set forth in the Performance Work Statement (PWS). The QASP also provides the COR an effective and systematic surveillance method for each listed service. In addition, this QASP implements the Multi- Functional Team (MFT) concept. The goal of the MFT is to give all members/stakeholders the ability to maintain the highest quality representative service to our customers and propose/initiate improvements throughout the life of the contract. Under this concept, continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer.

The signatures, on the attached signature page, indicate membership in the MFT. Changes of team members will require an update to the signature page.

1. OBJECTIVE: The objective of this plan is to rely on the Contractor’s quality control, thereby changing the Government’s role from “oversight” to “insight”. Performance objectives and other inspections will be periodically checked as required by this plan but the Contractor is left as free as possible to develop the most efficient methodology to meet and exceed the required thresholds of service. Performance thresholds recognize that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. Good management and use of an adequate quality control plan will allow the contractor to operate within specified performance thresholds. CORs are to be objective, fair, and consistent in evaluating contractor performance against the standards.

2. GOALS OF THE MULTI-FUNCTIONAL TEAM (MFT): The MFT should strive to achieve efficiencies in the contract performance and improved customer support. The team is composed of stakeholders in the acquisition process and is responsible for the acquisition throughout the life of the requirement. The goal of the team is to define the requirement in performance based terms, assure contractor compliance with contract requirements and ensure that the contract as written continues to meet the needs of the functional organization. In addition, another goal is implementation and execution of the acquisition strategy to ensure support of the mission. The role entails planning, programming, and budgeting for adequate funds, ensuring program execution within the approved funding, developing the milestones and managing execution to ensure the contract supports mission requirements within the approved scheduled baseline, ensuring the program maintains accountability, and planning and managing of this service.

3. ROLES AND RESPONSIBILITIES:

3.1 Chief of the Contracting Office (COCO):

3.1.1. Serves as Business Advisor to senior leadership.

3.1.2. Updates the Wing Commanders, Group Commanders, Air Force Materiel Command

(AFMC) Center-level Commander and other Headquarters Directors annually on the health of the service acquisitions.

3.1.3. Ensures a Quality Assurance Program Coordinator (QAPC) is appointed to integrate the quality contract requirements into the quality assurance program, act as the liaison between the contracting and functional organizations, and provide training and record keeping in accordance with MP5301.602-2(d).

3.1.4. Ensures QAPC individual training plans are tailored to the local mission and local

QAPC responsibilities.

3.1.5. Ensures consistent guidance is given to customers by QAPC and other functional areas (e.g. Acquisition Centers of Excellence or similar offices).

3.2 Functional Commander/ Director (FC/FD):

3.2.1 Ensures requirements documents developed by the MFT satisfy mission requirements, are performance based, foster innovation, and define metrics. Metrics should provide meaningful measurements of the contractor progress aimed at attaining desired outcomes.

3.2.2 Identifies mission essential services and develops the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis and DoDI 1100.22, Policy and Procedures for Determining Workforce Mix.

3.2.3 Ensures COR is afforded the necessary resources (i.e. time, supplies, equipment, opportunity) to perform the designated functions.

3.2.4 Reviews the contractor performance documentation prepared by COR on a regular basis to ensure performance is compatible with contract and mission objectives.

3.2.5 Ensures COR’s supervisor solicits input on the performance of COR duties from the

CO.

3.3 Contracting Officer (CO):

3.3.1 Ensures acquisition processes (i.e. market research, gathering past performance information, source selection, issuing solicitations, evaluating proposals and awarding the contract) are aggressively performed.

3.3.2 Ensures contract-specific training (including refresher training) is scheduled and provided to the prospective COR.

3.3.3 Establishes a CORT Tool account. Designates CORs in CORT Tool in accordance with MP5301.602-2(d).

3.3.4 Participates in MFT meetings and advises the MFT.

3.3.5 Reviews the COR’s reports for completeness/accomplishment.

3.3.6 Provides an assessment on COR performance to the COR Supervisor, as requested.

3.3.7 If COR reports and/or performance are inadequate, the CO shall provide a written assessment and discuss performance with the COR. If reports/performance continue to be inadequate, the CO shall provide a written assessment and discuss COR performance with COR management. The CO shall terminate the COR, and request a COR replacement, where COR performance continues to be poor.

3.3.8. Delegates authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract. Informs the contractor of the names, duties and limitations of authority for all COR assigned to the contract.

3.3.9 Regularly reviews COR’s online CORT Tool reports and records.

3.3.10 Conducts and documents annual administrative review of COR’s online CORT Tool using the review checklist and uploads checklist to CORT Tool.

3.11 Establishes an ECMRA account. Reviews contractor’s labor hour data in ECMRA entered by the contractor and reviewed by the COR.

3.12 If contract is applicable to CPARS, ensures that a CPARS past performance evaluations are submitted in a timely manner by the CPARS Assessing Official (AO).

3.4 Quality Assurance Program Coordinator (QAPC):

3.4.1 Trains CORs and COR Management (e.g. COR Supervisor, Functional Commanders/ Directors (FC/FDs) on the contracting requirements associated with the quality assurance program in accordance with MP5301.602-2(d) and any MAJCOM/DRU procedures.

3.4.2 Provides refresher training information in accordance with OUSD (AT&L) Memo, 29 Mar 10, “DoD Standard for Certification of COR for Service Acquisitions”.

3.4.3 Supports the MFT in the development of contract quality assurance requirements specifically ensuring that requirements are clearly stated and enforceable.

3.4.4 Assists the MFT during market research efforts in determining commercial quality assurance practices.

3.4.5 Assists, as required, with the evaluation of contractor Quality Control Plan.

3.4.6 Maintains the organization’s COR management system database [e.g., DoD Contracting Officer Representative Tracking Tool (CORT Tool). Duties include maintaining:

1) a record of all COR designations and terminations of designations, to include COR’s acknowledgement of their duties, by contract number and CO’s name; and 2) a record of all COR and COR management training, including refresher training regardless of provider.

3.5 Contracting Officer’s Representative (COR) Supervisor:

3.5.1. Must obtain COR Supervisor training from QAPC, including training using the DoD Contracting Officer’s Representative Tracking (CORT) Tool.

3.5.2. Nominates primary and alternate COR personnel, unless another QA organization or method is used to satisfy surveillance requirements (e.g., centralized performance management office). COR duties take precedence over all other duties. COR personnel must be trained, nominated and designated prior to assuming COR responsibilities.

3.5.3. In the COR Nomination Memo, addresses the qualifications of the prospective COR.

3.5.4. In the COR Nomination Memo, affirms that the COR and COR Supervisor understand the importance of performance of the designated functions.

3.5.5. In the COR Nomination Memo, affirms the COR will be afforded necessary resources (time, supplies, equipments, opportunity) to perform the designated functions.

3.5.6. In the COR Nomination Memo, affirms that performance of the designated functions will be addressed as part of the COR’s annual performance assessments.

3.5.7. COR Supervisors are encouraged to solicit input on performance of COR duties from the contracting officer.

3.5.8. Recognize that CORs must be trained and designated prior to contract award (or prior to assuming duties on existing contract).

3.5.9. Comply with above provisions in the assignment of successor CORs.

3.10 Establishes a CORT Tool account. Regularly reviews COR’s online surveillance reports in CORT Tool and follows up with COR as applicable

3.11 Establishes a Contractor Performance Assessment Reporting Systems (CPARS) account if contract meets the dollar threshold (contact the QAPC if applicable).

3.6. Contracting Officer’s Representative (COR):

3.6.1. Participates (unless off-site) in the Acquisition Strategy Planning (ASP) and Multi- Functional Team meetings, performs/assists in accomplishing market research, gathering past performance information, evaluating technical proposals, and preparing the PWS and QASP.

3.6.2. Provide information necessary to assess actual or potential personal conflicts of interest and immediately notify the CO if subsequent situations arise.

3.6.3. Initiate request for required COR training/COR refresher training to ensure required training is completed prior to contract award IAW OUSD (AT&L) Memo, March 29, 2010, “DoD Standard for Certification of Contracting Officer’s Representatives (COR) for Service Acquisitions.”

3.6.4. Ensure that participation in the pre-award process and performance of prospective COR/COR duties/responsibilities are properly addressed in the annual performance appraisal.

3.6.5. Remain abreast of changes to terms and conditions of the contract resulting from contract modifications.

3.6.6. Perform only those duties/responsibilities delegated by the CO in the CO’s Designation Letter.

3.6.7. CORs shall not appoint, delegate or re-delegate COR duties/responsibilities to another individual. Only a CO may designate a COR and delegate duties/responsibilities to a COR.

3.6.8. Performs inspections to evaluate and document the contractor’s performance; notifies the Contracting Officer of any significant performance deficiencies.

3.6.9. Provide reports on contract performance to the CO via the CORT Tool. If advised by the CO that reports are inadequate, ensure follow-on reports address issues expected by the

CO.

3.6.10. Establish and maintain an electronic COR file in the CORT Tool in accordance with DFARS PGI 201.602-2(d)(vi) and MP 5301.602-2(d). Recommends improvements to the surveillance procedures, PWS, and QASP throughout the life of the contract.

3.6.11. Obtains a user name and password for the Contractor Manpower Reporting Application (CMRA) website (http://www.ecmra.mil) (Air Force link) to validate that the Contractor has completely filled in required contractor information by 31 October of the first year of the contract, and annually by 31 October thereafter for the duration of the contract (or sooner if the contract is closed out).

3.6.12. Performs the CMRA validation during the month of October each year and reports the CMRA results in the November Monthly COR Report to the CO each year.

3.6.13. When advised by the CO or COR management that COR designation will be terminated, ensure reports/records are made available to the CO, COR management, and a successor COR, if one is designated by the CO.

3.6.14. If circumstances change and there is a reasonable expectation that the designated COR cannot perform effectively (e.g. personal conflict of interest, change in assignment), the COR shall notify the CO and COR management and request the CO terminate the COR Designation and take action to designate a successor COR.

3.6.15 Establishes a Contractor Performance Assessment Reporting Systems (CPARS) account if contract meets the dollar threshold and if stated in COR Designation letter signed by the Contracting Officer (contact the QAPC if applicable).

3.7 Subject Matter Experts (SMEs) (i.e. Legal, Finance, Small Business, Engineering, etc) POCs: Other POCs shall coordinate, review and provide input as needed by the multifunctional team, and by participating as members when appointed.

3.8 Contractor:

3.8.1 Complies fully with the terms and conditions of the contract.

http://www.ecmra.mil/

3.8.2 Participates as a member of the MFT in the post-award management phase if requested.

3.8.3 Maintains and implements a Quality Control Plan (QCP) that compliments the performance plan if requested.

3.8.4 Ensures that non-conforming contract services are identified and correct and that the QCP is revised to prevent recurrence.

3.8.5 Tenders to the Government for acceptance only those services that conform to contract requirements.

3.8.6 Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

3.8.7 Obtains a user name and password for the Contractor Manpower Reporting Application (CMRA) website (http://www.ecmra.mil) (Air Force link) to enter required contractor information by 31 October of the first year of the contract, and annually by 31 October thereafter for the duration of the contract (or sooner if the contract is closed out).

3.8.8 Establishes a Contractor Performance Assessment Reporting Systems (CPARS) account if contract meets the dollar threshold (contact the QAPC for access to CPARS if applicable).

3.9 Multi-Functional Team (MFT): This is a customer-focused team composed of stakeholders in the acquisition process. The team promotes good business decisions to meet customer requirements, fosters partnerships with industry to ensure exchanges of information with the contractor and other business experts, develops a performance-based acquisition strategy to include performance metrics, develops PBSA requirements, develops technical requirements and the independent government cost estimate. The team is also responsible for managing contract performance in accordance with the QASP, assessing and documenting contractor performance in accordance with the QASP, identifying opportunities to improve performance throughout the life of the contract, completing and reporting annual performance reviews in the Contract Performance Assessment Reporting System (CPARS) as required, and managing the acquisition in accordance with AFI 63-138, Acquisition of Services. All members of the MFT are responsible for determining if the contract continues to support the needs of the organization and notifying the CO if it does not. In this context, members of the MFT should consider whether there are tasks covered by the contract which are no longer required, whether there are needs related to the contract’s purpose which are not covered by the contract but could or should be, and whether they have received any customer complaints regarding contract scope. After contract award, the contractor may become a member of the MFT.

4. PERFORMANCE MANAGEMENT (CONTRACT ASSESSMENT): The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR’s contribution is their professional, non-adversarial relationships with the KO, PM and the contractor, which enables 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 contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of http://www.ecmra.mil/ 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 QC/QA actions to successfully meet the terms of the contract.

4.1 Metrics:

4.1.1 Market research will be used as a tool throughout the life of the contract to ensure the most current, efficient, and effective assessment methods and techniques of the commercial marketplace are applied to the performance of services under the contract. At a minimum, market research (including an informal survey of customers) will be conducted annually prior to exercising the option for an additional performance period. The results of the market research/survey of customers will be utilized in making the decision as to whether it is appropriate and in the Government’s best interests to exercise the option. These results will be documented in the CO’s Determination and Findings (D&F) supporting option exercise if that course of action is selected.

4.1.2 MFT meetings will be scheduled throughout the life of the contract. Attendees at specific team meetings will vary based on the circumstances or issues to be covered at each meeting. Continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer. Team members will consider whether the contract includes tasks which are no longer required; whether there are needs related to the contract’s purpose which are not covered by the contract; and whether any customer complaints regarding contract scope have been received. The success of the contract is dependent upon a combined effort of all members of the MFT.

4.1.3 All performance assessment data will be reviewed. If performance improvement is necessary, the corrective action will be requested from the contractor.

5. PERFORMANCE ASSESSMENT:

5.1 This QASP is based on the premise that the contractor, not the Government, is responsible for the management and quality control actions needed to meet the quality standards in accordance with the contract requirements.

5.2 Following is the approach the team will use to assess the contractor’s performance against the performance thresholds/metrics identified in the contract.

5.2.1 A Services Summary (SS) will be included in the PWS. This document will summarize the performance objectives and 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 service required for each objective, and are critical to mission success.

5.2.2 COR will perform QA procedures following the QASP.

5.3 INITIAL PERFORMANCE REVIEW:

5.3.1 The initial evaluation of contractor performance shall 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.

5.3.2. Performance Review Criteria:

5.3.2.1 Technical. Assess the contractor’s conformance to contract requirements, specifications and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, safety, or health standards).

5.3.2.2 Schedule. Assess the timeliness of the contractor against contract requirements, task orders, milestones, delivery schedule, and administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

5.3.2.3 Cost. Assess the contractor’s ability to remain within cost. (i.e. cost performance will be reported only if other than Firm Fixed Price). The assessment will include a discussion of the contractor’s effectiveness in forecasting, managing, and controlling contract cost, as applicable.

5.3.2.4 Management/Performance. Assess the integration and coordination of all activity needed to execute the contract, specifically the completeness and quality of problem identification, corrective action plans, the contractor’s history of reasonable and cooperative behavior, customer satisfaction and management of subcontracts including progress on small business subcontracting goals.

5.3.2.5 Staffing. Assess the contractor’s performance in selecting, retaining, supporting and replacing when necessary, personnel.

5.3.2.6 Special Interest Items. Assess any significant modification to the contract made since contract award.

5.4 Contract Performance Assessment Reporting System (CPARS):

5.4.1 FAR 42.1502 directs all Federal agencies to collect and report past performance information on services contracts that meet the dollar threshold. The CPAR assesses a contractor’s performance and provides a written evaluation on a given contract during a specific period of time.

This system requires the contractor to provide a designated representative to receive the CPAR evaluation and will be known as the Contractor Rep (CR) for purposes of the CPARS database.

CPARS will be updated annually documenting contractor performance. The Government Assessing Official (AO) will be the COR; and the Government Reviewing Official (RO) will be the COR Supervisor. The Contractor Rep (CR) has input prior to finalization.

For AFLCMC/PZI contracts (Issued By DODAAC FA8601), the name and email address of the AO, RO and CR for this effort must be provided to the following Government CPARS Focal Point as soon as possible after contract award:

Ms. Robin Smith

AFLCMC/PZI

(937) 522-4500

Robin.smith.4@us.af.mil

5.4.2 The website for the CPARS is: https://www.cpars.gov/

5.5 Combating Trafficking in Persons (DFARS PGI 222.17)

The contractor shall comply with FAR 52.222-50, Combating Trafficking in Persons (CTIP).

CTIP is a worldwide problem posing a transnational threat involving violations of basic human rights.

The contractor should immediately report all suspicious activity of its employees to the COR or CO.

The DoD contractor should familiarize its employees with CTIP by going to the DoD CTIP site at:

http://ctip.defense.gov/.

The DoD has a zero (0) tolerance policy for Trafficking In Persons (TIP). As part of the 2013

National Defense Authorization Act, the Pentagon is required to take action against any contractor engaging in any activities related to labor trafficking, sex trafficking and child soldiering. All DoD military and civilians must receive CTIP awareness training.

The COR will monitor contractor’s performance regarding trafficking in persons such that non-compliance with FAR 52.222-50 is immediately reported to the Contracting Officer. The COR will maintain a log for annual review of all concerns. The Contracting Officer shall convey the information to the DoD CTIP Law Enforcement Support Office of Under Secretary of Defense (OUSD) Personnel and Readiness (P&R) Defense Human Resources Activity (DHRA). http://ctip.defense.gov. The Department of State’s Office is to Monitor and Combat Trafficking in Person at http://www.state.gov/j/tip.

6. REVISIONS: Revisions are the responsibility of the MFT. The COR reviews the PWS and QASP periodically for any required changes and shall provide any proposed changes to the MFT for review.

Any proposed changes shall be submitted to the CO for approval prior to implementation. Revisions to the QASP are the joint responsibility of the MFT and are only accomplished with the approval of and by the CO. This is a living document and can be changed at anytime, but the CO must accept changes.

7. INVOICING: Attachment G7 of the Performance Work Statement describes the DPM Electronic Bill Payment (EBP) Figure G7-1 guidelines and procedures for electronic bill payment processes using the Web-Enabled Transportation Operational Personal Property Standard System (eTOPS). These processes use the Department of Defense (DoD) TPPS as a payment tool to reimburse DPM contractors for services rendered; provide information visibility for stakeholders; improve the Defense Finance and Accounting Service (DFAS) and Finance Center (FINCEN) payment and collection process; and reduce paper documentation. This payment process uses the Contractor Self Invoicing methodology requiring the contractor to enter invoicing data through the TPPS user interface. Invoices are complete when the DPM contractor has provided the Personal Property Shipping Office (PPSO) with the weight tickets and supporting documentation. When the contractor enters their invoices using the TPPS user interface a corresponding government order is automatically created. Each item will be placed in an approval required status pending Notice of Completion (NOC) and the PPSO approval action. TPPS then processes a payment to the DPM contractor, normally within 72 hours. Invoice audit trail, payment tracking and transaction visibility is achieved. The TPPS maintains a funding Chart of Account (COA) sourced by the DFAS Transportation Global Edit Table-Revised (TGET-R) and uses the table to retrieve, validate, and edit Lines of Accounting (LOA) containing orders processed by the PPSO. There is no data mailto:Robin.smith.4@us.af.mil https://www.cpars.gov/ http://ctip.defense.gov/ http://ctip.defense.gov/ http://www.state.gov/j/tip feed from eTOPS. PPSOs are required to transcribe information from orders into the applicable transportation system.

MULTI-FUNCTIONAL TEAM MEMBERSHIP

Solicitation/RFP/Contract Number FA8601-19-R-A042 Type of Service: Packing, Containerization and Local Drayage of DPM Personal

Property Shipments

Functional Director: __________________ Date:__________________

COR Supervisor: ___________________ Date: __________________

Primary COR: __________________ Date: __________________

Alternate COR: __________________ Date: __________________

Brandon Wish Contract Specialist: __________________ Date: __________________

Robin Smith QAPC: ___________________ Date: __________________

Legal**: ___________________ Date: __________________

Small Business**: ____________________ Date: __________________

Contractor*: ____________________ Date: __________________

[Printed or typed name] Accepted By: _____________________ Date: __________________

*Optional -Contractor (signs after award) will have limited participation on the MFT, so as to not be involved in any inherently governmental responsibilities.

** As applicable

SURVEILLANCE PLAN

Part 2

ASSESSMENT

MANAGEMENT

SERVICES SUMMARY (SS)

PERFORMANCE OBJECTIVES, PERFORMANCE THRESHOLDS,

METHODS OF SURVEILLANCE AND REMEDIES

Performance

Objective PWS para. Performance

Threshold Method of

Surveillance Remedy

SS1 – Packing, Containerization and Local Drayage of Direct Procurement Method (DPM) Personal Property Shipments

PWS Part I, Para. A.4.

and A.7.

No more than one shipment incorrectly packed, loaded and containerized per month.

Inspect 80% by utilizing DD Form 2773. If unable to inspect on-site (preferred method), telephonic means with customer is acceptable.

Redo performance.

Recurring lapses in performance of more than one each month will require contractor to provide written corrective action and CPARS will be annotated.

SS2 – Pick-up/Delivery of Personal Property

PWS Part I, Para. A.3.

No more than one untimely pickup or delivery per month.

Inspect 80% by utilizing DD Form 2773. If unable to inspect on-site (preferred method), telephonic means with customer is acceptable.

Inconvenience claim for monies spent due to late pick up or delivery. Recurring lapes in performance of more than one each month will require contractor to provide written corrective action and CPARS will be annotated.

SS3 –

Preparation and return of documentation

PWS Part I, Para. A.2.b., e., i., 4.e., 5., and 8.

No more than two late, incomplete, inaccurate, illegible documentation to Joint Personal Property Shipping Office (JPPSO) per month as follows:

Validate monthly by dividing total number of documents that are correct by the total number of documents and multiply by 100 to calculate percentage correct.

Provide discount of 10% of total charge on applicable invoice(s). Recurring lapses in performance of more than two a month will require contractor to provide written corrective action and CPARS to be annotated.

a. When a reweigh is ordered, the contractor will furnish weight tickets to the JPPSO billing department within seven (7) workdays of completion of the service.

a. Supplier Support section will monitor the receipt of weight tickets from the contractor for reweigh and inform COR of any discrepancies.

Provide discount of 10% of total charge on applicable invoice(s). Recurring lapses in performance of more than two a month will require contractor to provide written corrective action and CPARS to be annotated.

b. Contractor contacts the assigned TSP, as indicated on the GBL, within one (1) workday after the property is ready for shipment, to arrange for pickup. When shipments are not picked up by the assigned TSP by close of business of the next workday, after contractor's notification, the Contractor will notify the ordering officer or the COR of the TSP's failure to pick up the shipment not later than 9:00 am of the next workday

b. The Shipment Distribution section will monitor the receipt of information from the contractor and inform COR of any discrepancies.

Provide discount of 10% of total charge on applicable invoice(s). Recurring lapses in performance of more than one a month will require contractor to provide written corrective action and CPARS to be annotated.

c. Contractor must submit GBL with pieces, weight, cube and separate weight for pro gear (if applicable) and TSP's pro number, legible inventories, and weight tickets not later than four (4) workdays after pick up. Bill of Lading must have signature of the freight carrier driver and the date signed.

c. AQIs will spot check the contractor's warehouse for shipments on hand.

Provide discount of 10% of total charge on applicable invoice(s). Recurring lapses in performance of more than one a month will require contractor to provide written corrective action and CPARS to be annotated.

SS4 – Maintain adequate facilities and serviceable equipment.

PWS, Part I, Paragraph A.7.h., and Defense Transportatio n Regulation

(DTR),

Appendixes D and E

Less than three violations per quarter, based on inadquate facilities, or unserviceable equipment.

The QAI will conduct an initial inspection of the contractor's facility for compliance with PWS using DD Form 1811.

Upon approval of the facility after the initial inspection, the QAI will conduct quarterly

Placed in nonuse for at least 30 days.

Written corrective action must be provided to include follow up inspection, utilizing DD Form 1812, of violations to enable nonuse lift.

Recurring lapses of three or more months will require contractor to provide written corrective inspections of the facility utilizing DD Form 1812.

The COR will notify the CO if the facility is found to be unsatisfactory.

action and CPARS will be annotated.

SS5 – Invoicing of charges

PWS,

Appendixes G7

No more than two calls incorrectly invoiced through TPPS per month.

Inspect 100% in TPPS for certification of payment.

Provide discount of 1% of total charge on applicable invoice(s).

Recurring lapses in performance of more than two a month will require contractor to provide written corrective action and

CPARS will be annotated.

SS6 – Protection and Accountability of Government Owned Containers (GOCs).

PWS, Part I, Paragraphs A.7.a., 7.a.(1), 7.e., and 7.g., and Defense Transportaito n Regulation (DTR), Part IV, Appendix G)

No more than three GOC improperly protected, constructed during the quarter. No more than three failures per month to re-cooper GOCs within specified time.

QAI's will spot check when contractor picks-up/delivers personal property shipments, during quarterly warehouse inspections and randomly to ensure re-coopering is done by contractor.

Redo performance on-the-spot for compliance to mitigate loss or damage of property.

Recurring lapses in performance of more than three per month will require contractor to provide written corrective action and CPARS will be annotated.

*The procedures set forth in the Inspection of Services Clause will be used to remedy all deficiencies.

The re-performance times will be based upon sensitivity of the issue.

SURVEILLANCE PROCEDURES

CONTRACTOR’S NAME: TBD

CONTRACT NUMBER: TBD

PROJECT/SERVICE: Packing, Containerization and Local Drayage of

DPM Personal Property Shipments

APPROVED BY:

Mellisa S. Flanagan DATE

SURVEILLANCE PROCEDURES

1. INTRODUCTION: These Surveillance Procedures have been developed to implement Air Force Instruction (AFI) 63-138, Acquisition of Services. They are designed to provide the Contracting Officer’s Representative (COR) instructions on how to perform surveillance and document findings on this contract for Packing, Containerization and Local Drayage of DPM Personal Property Shipments

1.1. Under FAR 52.246-4, Inspection of Services-Fixed Price, the COR has the right to inspect any aspect of contractor performance at any time during the contract, whether or not it is included in the Services Summary (SS). A format for documenting these inspections is found in this plan.

1.2. Any nonconformance with contract requirements is a “defect”. The term “defective” is used in reference to a service output in the SS that does not meet the outputs associated with the standard.

1.3. This Quality Assurance Surveillance Plan (QASP) is based on the premise that the contractor, not the Government, is responsible for the management and quality control actions required to meet the terms of the contract. The Performance Thresholds recognize that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. CORs are to be objective, fair, and consistent in evaluating contractor performance against the standards.

1.4 Following is the approach the team will use to assess the contractor’s performance against the performance thresholds/metrics identified in the contract.

1.4.1 A Services Summary (SS) will be included in the Performance Work Statement

(PWS). This document will summarize the performance objectives and 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.

1.4.2 COR will perform quality assurance procedures contained herein.

2. PERFORM SURVEILLANCE: Four methods of surveillance are explained below.

2.1. Customer Complaint: When the customer (using activity/facility) discovers unacceptable performance or a defect in service, he/she will prepare a customer complaint form, identifying the discrepancy. The customer will keep one copy and forward a copy to the COR either manually or electronically. The COR will review the item and determine if the complaint is contractually valid. If valid it is forwarded to the contractor for corrective action (CA). Customer complaints may be submitted on the Customer Complaint Record (CCR), included on page 40 of this document. If a customer notifies the COR either verbally or in writing (including email) of a complaint, but does not submit a CCR, the COR will generate a CCR to document the complaint. The CCR will then be submitted to the contractor for his CA. When the contractor documents the CA proposed to correct observed defects (if possible) and prevent future defects, the COR will evaluate the proposed CA and forward the record to the Contracting Officer (CO) for final dispensation. The CO will, in turn, send copies of dispositioned CCRs to the COR and the contractor for their records.

2.1.1. In addition, the COR or individual customers may from time to time wish to submit positive feedback about the contractor’s performance under the contract. This positive feedback may be submitted on the Customer Feedback Record (CFR), found on page 45 of this plan.

2.1.2. In the event that the COR wants feedback from every customer/service location each month, those customers with no complaints should submit their feedback on a CFR.

2.2. Periodic Surveillance: When periodic surveillance is used, inspections shall be performed at the frequency identified for each SS item, and is on other than a 100% or statistically random basis.

The frequency of inspection is established (i.e. daily, weekly, monthly, quarterly) but the specific time of occurrence need not be specified. When the COR discovers unacceptable performance or a defect in service, he/she will generate a Corrective Action Report (CAR) identifying the discrepancy. The CAR will then be submitted to the contractor for CA. When the contractor documents the CA proposed to correct observed defects (if possible) and prevent future defects, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CARs to the COR and the contractor for their records.

2.3. Random Sampling: In random sampling, the COR uses a statistically based sample pattern.

When the COR discovers unacceptable performance or a defect in service, he/she will generate a CAR identifying the discrepancy. The CAR will then be submitted to the contractor for CA. When the contractor documents the CA proposed to correct observed defects (if possible) and prevent future defects, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CARs to the COR and the contractor for their records.

2.4. 100% Surveillance: In this surveillance method, the COR inspects 100% of the work.

When the COR discovers unacceptable performance or a defect in service, he/she will generate a CAR identifying the discrepancy. The CAR will then be submitted to the contractor for CA. When the contractor documents the CA proposed to correct observed defects (if possible) and prevent future defects, the COR will evaluate the proposed CA and forward the record to the CO for final dispensation. The CO will, in turn, send copies of dispositioned CARs to the COR and the contractor for their records.

3. INFORM CONTRACTOR’S CONTRACT MANAGER: The COR must always contact the contractor’s manager and inform him/her of any deficiency that was observed. This may be accomplished in person or electronically, but any verbal communication must be supplemented by submission of a CCR or CAR. The contractor will annotate on the report provided by the COR the CA he/she will take to correct the defect and prevent its recurrence, and will return the completed report to the COR.

4. EVALUATE CONTRACTOR CORRECTIVE ACTION: After the contractor documents the proposed CA, the COR will evaluate the proposed CA and forward the record, annotated with the results of the COR evaluation, to the CO for final dispensation. The CO will determine if further actions need to be taken against the contractor, such as reductions in fee/price in accordance with the Inspection of Services clause. The CO’s disposition of the CA and proposed CA will be annotated on the record, and copies will be returned to the COR and the contractor.

5. REMEDIES FOR UNACCEPTABLE PERFORMANCE:

5.1. 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:

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

5.1.2. 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.

5.1.3. If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance is in conformity with contract requirements, the Government may:

5.1.3.1 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

5.1.3.1.1 Decrease the invoice amount in relation to performance

5.1.3.1.2. Cure Notice

5.1.3.1.3. Show Cause Notice

5.1.3.1.4. Terminate the contract.

5.1.4. The Contracting Officer 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 CO’s disposition of the deficiency will be annotated on the form and the COR and contractor will be notified of action.

6. COR INSPECTION REPORT: Inspection checklist and surveillance log comprises of the DD Form 2773, Report of Contractor Services and DD Form 1812, Warehouse Inspection Report (Attachment 2). The Surveillance Log is an official government record of inspections of the Performance Objectives contained in this plan and the Performance Work Statement. The COR will be responsible for maintaining and utilizing the DD Form 2773 and 1812. A DD Form 2773 and 1812 shall be filled out by the Quality Control Inspector for each inspection performed. Any item(s) not listed in the QASP or Performance Plan that was inspected must be documented. Any items inspected that are not contained on the DD Form 2773 and 1812 must be documented and retained.

When Customer complaints are used as a method of surveillance, the following must be accomplished:

A. QAI will attempt to educate customers of the services being provided by the Contractor by telephone or onsite inspections.

B. If immediate response to a complaint is needed, the QAI/COR will interface with the Customer with instructions on how to proceed.

C. The QAI will conduct an investigation to determine the validity of any negative comments received.

D. If the QAI/COR determines that the negative comment is not valid, the customer will be informed of the reason(s) why and carry on any further correspondence if necessary.

E. For validated negative comments, the COR will notify the Contractor to allow the opportunity for investigation and comments. The COR will determine whether it is necessary to initiate a discrepancy report (DD Form 2772).

F. The QAI/COR will also notify the customer of the corrective action taken by the Contractor, if applicable.

G. The COR will conduct trend analysis of validated negative comments.

Completed DD Form 2773s, 1812s, customer complaints and any other surveillance logs/documents will be maintained in a surveillance folder (electronic filing system preferred).

SS1 - Packing, Containerization and Local Drayage of DPM Personal Property Shipments

PWS Part I, Para. A.4. and A.7.

1. METHOD OF SURVEILLANCE: DD Form 2773

2. FREQUENCY: Monthly

3. PERFORMANCE THRESHOLD: No more than 3% of shipments are incorrectly packed, loaded and containerized per month.

4. INSPECTION PROCEDURES: Inspect 80% by utilizing DD Form 2773. If unable to inspect on-site (preferred method), telephonic means with customer is acceptable.

SS2 - Pick-Up/Delivery of Personal Property

PWS Part I, Para. A.3.

2. SAMPLE FREQUENCY: Monthly

3. PERFORMANCE THRESHOLD: No more than 5% per month of the total number of shipments, or validated customer complaints for untimely pick-up/delivery.

4. INSPECTION PROCEDURES: Inspect 80% by utilizing DD Form 2773. If unable to inspect on-site (preferred method), telephonic means with customer is acceptable.

SS3 - Preparation and Return of Documentation

PWS Part I, Para. A.2.b., e., i., 4.e., 5., and 8.

2. FREQUENCY: Monthly/Daily

3. PERFORMANCE THRESHOLD: 98% on-time submission of completed, accurate, legible documentation to Joint Personal Property Shipping Office (JPPSO) per month as follows:

a. When a reweigh is ordered, the contractor will furnish weight tickets to the JPPSO billing department within seven (7) workdays of completion of the service.

b. Contractor contacts the assigned TSP, as indicated on the GBL, within one (1) workday after the property is ready for shipment, to arrange for pickup. When shipments are not picked up by the assigned TSP by close of business of the next workday, after contractor's notification, the Contractor will notify the ordering officer or the COR of the TSP's failure to pick up the shipment not later than 9:00 am of the next workday.

c. Contract must submit GBL with pieces, weight, cube and separate weight for pro gear (if applicable) and TSP's pro number, legible inventories, and weight tickets not later than four

(4) workdays after pick up. Bill of Lading must have signature of the freight carrier driver and the date signed.

4. INSPECTION PROCEDURE: Validate monthly by dividing total number of documents that are correct by the total number of documents and multiply by 100 to calculate percentage correct.

a. Supplier Support section will monitor the receipt of weight tickets from the contractor for reweigh and inform COR of any discrepancies.

b. The Shipment Distribution section will monitor the receipt of information from the contractor and inform COR of any discrepancies.

c. AQIs will spot check the contractor's warehouse for shipments on hand.

SS4 – Maintain Adequate Facilities and Serviceable Equipment

PWS, Part I, Para. A.7.h., and Defense Transportation Regulation (DTR), Appendixes D and E

1. METHOD OF SURVEILLANCE: Customer Complaint

2. FREQUENCY: Quarterly

3. PERFORMANCE THRESHOLD: Less than three violations per quarter, based on inadequate facilities, or unserviceable equipment.

4. INSPECTION PROCEDURES: The QAI will conduct an initial inspection of the contractor's facility for compliance with PWS using DD Form 1811. Upon approval of the facility after the initial inspection, the QAI will conduct quarterly inspections of the facility utilizing DD Form 1812. The COR will nitify the CO if the facility is found to be unsatisfactory.

SS5 – Invoicing of Charges

PWS, Appendices G7

2. FREQUENCY: Monthly

3. PERFORMANCE THRESHOLD: No more than 1% of calls are incorrectly invoiced through TPPS per month.

4. INSPECTION PROCEDURES: Validate monthly by dividing total number of invoices that are correct by the total number of invoices and multiply by 100 to calculate percentage correct.

SS6 – Protection and Accountability of Government Owned Containers (GOCs)

PWS, Part I, Paragraphs A.7.a., 7.a.(1), 7.e., and 7.g., and DTR, Part IV, Appendix G

1. METHOD OF SURVEILLANCE: Random Sampling

2. FREQUENCY: Monthly/Quarterly

3. PERFORMANCE THRESHOLD: No more than 2% of the total number of GOCs improperly protected, constructed during the quarter. No more than one failure per month to re-cooper GOCs within specified time.

4. INSPECTION PROCEDURES: QAIs will spot check when contractor picks-up/delivers personal property shipments, during quarterly warehouse inspections and randomly to ensure re-coopering is done by contractor.

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

Customer Complaint Record Template, Feb 05 (SAF/AQCP) One copy each for Complainant, QAP, Contractor, and Contracting Officer

SAMPLE

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 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. QUALITY ASSURANCE PERSONNEL (QAP)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. QAP RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. QAP DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR) Template, Feb 05 (SAF/AQCP)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR.