Attch 5- Quality Assurance Surveillance Plan (QASP).pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN

(QASP)

FOR

Group Exercise Instructor Contract

FA8601-24-Q-0072

Coordination and Review:

Ball, Kevin 88 FSS/FSVS Functional Commander/Director

Depinet, Jamie 88 FSS/FSVS Contracting Officer Representative Supervisor

Huffman, Zachary, AFLCMC/PZIBB Contracting Officer

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; Mandatory Procedures (MP) 5301.602-2(d), Designation, Assignment and Responsibilities of a Contracting Officer’s Representative (COR); 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 subject contract is to provide quality group exercise instruction to the patrons of the 88th Air Base Wing Fitness Centers. The QASP will provide oversight capability to make certain that the contractor is delivering services that conform to contract requirements. It will also identify the methods used for evaluation and surveillance of the contractor. The COR will use “Customer Complaint” and “Periodic Surveillance” assessment methods to evaluate the contractor’s performance.

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. Designates CORs 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.

3.4. 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 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. 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. 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.

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

3.5.3. Recognize that CORs must be trained and designated prior to assuming duties on the contract.

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

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 Surveillance and Performance Monitoring (SPM) Module on the Procurement Integrated Enterprise Environment (PIEE). 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 SPM 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. 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.

3.6.12. 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.

3.7. 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.

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.

3.9. 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, 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 Contractor shall perform all work at the 88th Air Base Wing Fitness Centers in accordance with Services Summary in the Performance Work Statement (PWS). The Contractor shall use proven analysis and business practices. The Contractor shall demonstrate mature processes and methodologies, and domain experience for the tasks identified in the PWS. The COR will use periodic surveillance and customer complaints to verify contractor performance.

4.1 Metrics: Performance objective and threshold metrics will be collected through customer complaint records, customer comment cards, and instructor evaluation sheets. There should be no more than two discrepancies per month submitted through customer complaint records.

Additionally, the contractor must maintain a 95% compliance (or not more than one [1] discrepancy per month) through periodic surveillance of the Instructor Evaluation Sheet (Appendix C of PWS).

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 standards of the contract.

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. Initial 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).

5.3.2.4. 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.

5.3.3. Results of the initial performance review shall be reported by plain text e-mail or other expedient means to the PEO. Negative variations in cost, schedule, staffing, and/or performance shall be reported with an assessment of the root causes and corrective action plan.

The report shall include an assessment of schedule, management, technical, and cost performance. Special interest items to be included in the initial performance report are significant modifications to the contract made since contract award.

5.3.4. Assessment Values:

5.3.4.1. Green—No issues.

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

5.3.4.3. Red—Issue(s) with inadequate or no contractor’s mitigation or corrective action plan. Any “red” assessment shall include the government proposed actions with respect to the failing contractor.

5.4 Combating Trafficking in Persons (DFARS PGI 222.17)

5.5.1 The COR will monitor contractor’s performance regarding trafficking in persons such that non-compliance with FAR 52.222-50, Combating Trafficking in Persons (CTIP), is brought to the immediate attention of the Contracting Officer. All DoD military and civilians must receive CTIP awareness training; it is highly recommended that DoD contractors receive CTIP awareness training. The military has zero tolerance for human trafficking. CORs are to report all violations to their Contracting Officers immediately, and keep a log for annual review of all concerns.

6. REVISIONS: Revisions are the responsibility of the MFT. The COR reviews the PWS and QASP periodically and shall provide any proposed changes to the MFT for review. Revisions to the QASP are the joint responsibility of the MFT and are only accomplished with the approval of and by the CO.

7. INVOICING: Invoices must be submitted through WAWF or paid via Government Purchase Card.

For instructions, see para 7 in Part II.

MULTI-FUNCTIONAL TEAM MEMBERSHIP

Solicitation/RFP/Contract Number __________________ Type of Service: Group Exercise Instructors

Member Name/ Member Position

Signature:

Date:

Kevin Ball

FC/FD:

Jamie Depinet COR Supervisor:

Joshua Burkhard COR Alt. Supervisor:

Jonathan Wander

COR:

Jamie Depinet Alt COR:

{Printed or Typed Name} Chief of Contracting**:

Contract Specialist/Administrator:

QAPC:

Financial Analyst**:

Legal**:

Small Business**:

Contractor*:

Designated Official**:

Accepted By:

CONTRACTING OFFICER

*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

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

SS-1 Specific Tasks

3.1-3.9

No more than 2 discrepancies per month

Customer Complaint

Exercise of Option;

Corrective Action;

Termination; Monetary Deduction

SS-2 Instructor Evaluation Sheet

A ppendix C

95% Compliance or no more than 1 discrepancy per month

Periodic Surveillance

Exercise of Option;

Corrective Action;

Termination; Monetary Deduction

SURVEILLANCE PROCEDURES

CONTRACTOR’S NAME: XXXXXXXXXXXXX

CONTRACT NUMBER: XXXXXX-XX-X-XXXX

PROJECT/SERVICE: Group Exercise Instructors

APPROVED BY:

XXXXXXXXXXXXXXX DATE

Contracting Officer

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 group exercise instructors.

1.1. COR may inspect any aspect of contractor performance at any time during the contract, whether or not it is included in the Services Summary (SS).

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: Two 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 18 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 Comment Card (CCC) or electronically through the Interactive Customer Evaluation website found on page 19 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 CCC.

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. The Periodic Surveillance method of assessment will be measured by the “Instructor Evaluation Sheet,” Appendix C of the Performance Work Sheet (PWS) included on page 21 of this document.

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 MONTHLY INSPECTION REPORT: COR shall submit an assessment report utilizing the Surveillance and Performance Monitoring (SPM) Module. Attach all applicable Corrective Action Reports, Performance Assessment Reports, and validated customer complaints and upload to SPM for the CO and COR Supervisor and/or FC/FD no later than 5 working days following the month in which the actual surveillance occurred. The report shall be signed and dated by the COR and provided to the COR Supervisor and/or FC/FD regularly for review, prior to loading the information to SPM.

7. INVOICE, RECEIPT, ACCEPTANCE AND PROPERTY TRANSFER (iRAPT) (formerly WAWF): The contractor shall submit invoices within iRAPT following the instructions in the contract.

7.1. The COR will certify receipt of contractor services via the Wide Area Workflow eBusiness website in the iRAPT application within five (5) days of receipt to avoid payment of interest penalties. However, those invoices must be submitted under DoDAAC F4F3BE to be processed.

7.2. CORs are responsible for obtaining, scheduling, and completing iRAPT training from the Base Accounting and Finance Office. Their email is: WPAFBWAWF@us.af.mil

8. REVISION TO THE QUALITY ASSURANCE SURVEILLANCE PLAN: Revisions to the QASP are the joint responsibility of the MFT. This is a living document and can be changed at any time by the COR and CO.

SS-1 Specific Tasks

PWS paragraph 3.1-3.9

1. METHOD OF SURVEILLANCE: Customer Complaint

2. FREQUENCY: Monthly

3. PERFORMANCE THRESHOLD: Performance is acceptable when there is no more than two COR-validated customer complaints per facility per month.

4. INSPECTION PROCEDURES:

a. If the complaint is not received on a Customer Complaint Record (CCR), the COR will complete a CCR. If needed, the COR will contact the complainant to determine the validity of the complaint using the applicable PWS requirement. If any Government action or lack thereof was cause for the unacceptable performance, the deficiency will not be counted as a defect.

b. If the COR validates that performance was unacceptable, the complaint (deficiency) will be submitted to the contractor’s representative. Contractor will be requested to sign and date the CCR and state what Corrective Action (CA) will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the complaint, the COR shall annotate on the CCR the contractor’s representative’s name, as well as the date and time of notification.

c. When the Contractor documents the CA, 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 CCR(s) to the COR and the contractor for their records.

d. The Contractor will be required to correct, if possible, all defects detected by the COR. The contractor must manage the CAs as deemed necessary to provide services in conformance with contractual requirements. If correction of the defect requires re-performance of the service, the COR shall perform re-inspection(s) to determine if the contractor adequately re-performed and service is acceptable.

e. The COR will submit all documentation to the COR Supervisor and/or Functional Commander/Director for review/coordination regularly, before forwarding it to the CO, ensuring receipt by the 5th workday of the following month. The COR shall keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

Appendix B Customer Complaint Record

Date:

Contract: Contractor/Instructor: Yes/No & Comments

1. Did the contractor provide a master program schedule on a monthly basis depicting the name of the instructor assigned on each class. This master program must be submitted to the Fitness Program Director no later than ten (10) days prior to beginning of the month?

Yes / No Comments:

2. Did the contractor ensure each instructor incorporated standardized, warm up, cool down, stretching and exercise techniques? Did Instructors provide specialized instruction for student’s demonstrating high and low techniques/options?

3. Did the contractor ensure each instructor was responsible for the cleaning of the equipment and report any equipment concerns, breakage, and necessary replacement?

4. Did the contractor shall keep all instructors informed of facility/base policy changes or any other information needed to ensure a quality program?

5. Did the contractor provide and maintain an attendance log (head count and sign-in prior to each class.

6. Did the contractor ensure instructors are aware that he/she must notify the on duty fitness center staff of any injuries or accidents associated with the aerobics patrons.

SS–2 Instructor Evaluation Sheet

1. METHOD OF SURVEILLANCE: Periodic Surveillance

2. SAMPLE FREQUENCY: Monthly

3. PERFORMANCE THRESHOLD: Performance is acceptable when the contractor maintains 95% compliance with Appendix C “Instructor Evaluation Sheet” (page 21 of this document) and there is no more than one (1) COR-validated discrepancy per month.

4. INSPECTION PROCEDURES: 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. When the contractor documents the CA, 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 CAR(s) to the COR and the contractor for their records.

a. The contractor will be required to correct, if possible, all defects detected by the COR. The contractor must manage the CAs as deemed necessary to provide services in conformance with contractual requirements. If correction of the defect requires re-performance of the service, the COR shall perform re-inspection(s) to determine if the contractor adequately re-performed and service is acceptable.

b. The COR will submit all documentation to the COR Supervisor and/or Functional Commander/Director for review/coordination regularly, before forwarding it to the CO, ensuring receipt by the 5th workday of the following month. The COR shall keep a copy of all documentation (which includes contractor response to deficiencies, CO disposition of contractor’s CA, etc) in his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

Appendix C Instructor Evaluation Sheet

Date

Class Instructor Yes or No

1. Is the Class starting and ending at the scheduled time?

2. Is the instructor conducting a 5-10 minutes warm up?

3. Are the instructor cues easy to follow?

4. Are head counts being conducted and annotated?

5. Is the instructor following the established safety procedures?

6. Is the instructor conducting a 5-10 minute cool down?

7. Is the instructor ensuring that all equipment is being put away in the appropriate place at the end of class?

8. Is the instructor attending all scheduled classes or finding a substitute in a timely manner?