Performance Plan.doc

PERFORMANCE PLAN

FOR

OPERATIONS AND MAINTENANCE (O&M) SERVICES

OF THE BASE TELECOMMUNICATIONS SYSTEM (BTS)

SHAW AFB SC

25 AUG 08

Date: ___________

Name:

SHELDON JONES

Position:

Quality Assurance Program Coordinator

EARNESTINE B. PRIMUS

Position:

Quality Assurance Personnel

Date: ____________

CYNTHIA A. DATES

Position:

Contracting Officer

THOMAS E. BAILEY, Lt Col Position:

FORMDROPDOWN

Date: ____________

DAVE EBBETT

Company:

UPIK LLC

Position:

Contractor

*The signatures above signify cognizance of this Performance Plan. This document is not contractually binding.

TABLE OF CONTENTS

DESCRIPTION

PAGE NUMBER

21.0 Purpose.

22.0 Management.

22.1 Objective.

22.2 Results (Goals) the MFT Is Trying to Achieve.

22.3 Roles and Responsibilities of the MFT.

22.3.1 Functional Commander (FC).

32.3.2 Contracting Officer (CO).

32.3.3 Quality Assurance Personnel (QAP).

42.3.4 Quality Assurance Program Coordinator (QAPC).

42.3.5 Contractor.

42.4 Approaches, Methods, and Tools to Validate Objectives and Goals.

52.4.1 Market Research.

52.4.2 QAP Management Role.

52.4.3 QAP Files.

52.4.4 Contractor Management Role.

5The Contractor shall provide and maintain a QCP to ensure the contract services conform to the requirements of the PWS. The Contractor shall update the plan as changes occur and submit the changes for review and acceptance to the Contract Administrator IAW the PWS. The Contractor’s QCP shall contain, as a minimum, the following items:

62.4.5 Contractor Records.

62.4.5.2 Contractor Inspection Records.

62.4.6 CO/Contract Administrator Management Role.

62.4.7 Performance Feedback.

82.5 Annual Data Reporting.

83.0 Assessment.

83.1 Methods Used to Assess Contractor’s Performance.

83.1.1 Periodic Surveillance.

83.1.2 100% Inspection.

83.1.3 Random Sampling.

83.1.4 Customer Complaints.

93.2. Assessment Schedule.

93.2.1 Schedule Development.

93.2.2 Schedule Changes.

93.3 Assessment of SDS Items.

93.4 Assessment of Non-SDS Items.

103.5 Customer Feedback.

103.6 QAP End of Quarter Report.

103.8 Process for Unacceptable Performance. When the Contractor’s performance is deemed unacceptable, QAP will determine the cause of the unacceptable performance and forward his/her findings to the CO.

103.8.1 Government-Caused.

113.8.2 Not Government-Caused.

113.9 CO Notification.

113.9.1 Major Finding.

113.9.2 Minor Finding.

113.10 Remedies for Unacceptable Performance.

113.10.1 If Services Do Not Conform.

123.10.2 If Services Cannot Be Corrected by Re-Performance.

123.10.3 If Contractor Fails to Promptly Perform Services Again.

123.11 Service Delivery Summary (SDS).

1.0 Purpose.

This performance plan has been developed to provide an effective and systematic method to evaluate Contractor provided services as required by the terms and conditions of the contract. This performance plan implements the requirements of Air Force Instruction (AFI) 63-124, Performance Based Service Acquisitions (PBSA), with respect to the Government’s quality assurance requirements. This performance plan is a living document and will be revised or modified by members of the Multi-Functional Team (MFT) as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of Contractor performance is maintained.

2.0 Management.

2.1 Objective.

The objective for the Air Force is to manage the acquisition by ensuring that the mission of highly reliable telecommunications and networked voice, video and data services has been met; that these services meet the stated qualifications; and that the Contractor provides the O&M services according to the contract. The objective of the O&M contract is for the Contractor to be available 24 hours per day, 7 days per week, to properly perform O&M services of the BTS at Shaw AFB SC. The Contractor shall perform the required O&M services in accordance with (IAW) the original equipment manufacturer’s recommended schedule and established commercial grade specifications, standards, and best practices as set forth in Section 1.3 of the Performance Work Statement (PWS).

2.2 Results (Goals) the MFT Is Trying to Achieve.

The goal of our assessment approach is to gain confidence in the Contractor’s way of doing business and then adjust the level of insight to a point that maintains that confidence. The intent of this plan is to primarily rely on the Contractor’s internal quality control processes, changing the government’s role from “oversight” to “insight”. The team’s original assessment approach may not stay the same throughout the duration of the contract; therefore, all government evaluators should be prepared to periodically update the assessment approach when necessary. By virtue of this performance plan, the MFT will manage the O&M contract and strive to achieve efficiencies, improved customer service and Contractor performance, and cost savings. Additional goals include maximizing performance; encouraging innovation; promoting performance-based services; and increasing awareness that performance-based services require participation from all team members.

2.3 Roles and Responsibilities of the MFT.

2.3.1 Functional Commander (FC).

This is the Communications Squadron Commander, also known as the Communications Systems Officer unless another individual is formally designated in writing.

2.3.1.1 Ensures requirements documents developed by the MFT satisfy mission requirements, are performance-based, foster innovation, and define metrics.

2.3.1.2 Nominates qualified individuals as QAP. Ensures all personnel within the functional area who may have contact with Contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

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

2.3.1.4 Accomplishes FC training within 30 days of arriving on station as required in AFFARS Mandatory Procedures 5346.103.

2.3.2 Contracting Officer (CO).

2.3.2.1 Ensures open communication is maintained amongst all parties throughout the life of the acquisition.

2.3.2.2 Delegates authority for inspection and/or acceptance to QAP IAW the terms and conditions of the contract by letter.

2.3.2.3 Informs the Contractor of the names, duties, and limitations of authority for all QAP assigned to the contract.

2.3.2.4 Periodically assesses the QAPs’ performance, not less than annually, based upon availability of funds for travel. Trip reports document site inspection visits and are sent to the FC and QAP when complete.

2.3.2.5 Reviews QAP input of Contractor performance assessment data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

2.3.2.6 Issues contract modifications as necessary.

2.3.2.7 Takes appropriate action should unacceptable contract performance occur.

2.3.3 Quality Assurance Personnel (QAP).

2.3.3.1 Develops technical requirements and independent Government estimates for contract services.

2.3.3.2 Evaluates and documents the Contractor’s performance IAW the procedures set forth in this performance plan and the contract terms.

2.3.3.3 Immediately notifies the CO of any significant performance deficiencies. If the discrepancy has been resolved locally, the action taken will be annotated and filed as a Memo for Record. If a discrepancy is recurring or cannot be resolved locally, the QAP will refer it to the CO for action using the Contract Discrepancy Report (CDR) process (See clause H-830 of the contract). The QAP will identify all actions taken on the discrepancy and a recommendation for resolution.

2.3.3.4 Maintains assessment documentation throughout the life of the contract.

2.3.3.5 Recommends any changes necessary to the contract, PWS, performance plan, or other requirements to provide more effective operations or eliminate unnecessary costs.

2.3.3.6 Receives Phase I and II training at the contract start, or upon assignment to the contract as a QAP as required by Mandatory Procedures 5346.103. Accomplishes "refresher training" at least annually to remain current with PBA processes.

2.3.4 Quality Assurance Program Coordinator (QAPC).

2.3.4.1 Coordinates all aspects of the quality assurance program.

2.3.4.2 Participates in the MFT.

2.3.4.3 Reviews and coordinates all PWS and performance plans and any changes to them.

2.3.4.4 Provides training for the FC and/or designee, and all QAP.

2.3.5 Contractor.

2.3.5.1 Complies with the terms and conditions of the contract.

2.3.5.2 Participates as a member of the MFT in the post-award management phase.

2.3.5.3 Maintains and implements a Quality Control Plan (QCP) that compliments the performance plan IAW the PWS.

2.3.5.4 Ensures that non-conforming contract services are identified, and corrected, and QCP is revised to prevent recurrence. See FAR 46.105, “Contractor responsibilities.”

2.3.5.5 Tenders to the Government for acceptance only those supplies or services that conform to contract requirements. See also FAR clause 52.212-4 Alt I of the contract.

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

2.4 Approaches, Methods, and Tools to Validate Objectives and Goals.

The MFT will utilize the following approaches, methods, and tools to validate our objectives and goals and manage the contract upon award:

2.4.1 Market Research.

On-going market research is conducted to ensure the contract requirements remain current with commercial standards, practices, and industry performance evaluation methods.

2.4.2 QAP Management Role.

QAP will conduct, document, track, and analyze Contractor’s performance via regularly scheduled assessments. The assessment results will be maintained as Past Performance Information and utilized to prepare and support annual CPARS reporting. Assessment results, along with the Contractor’s submittals, will be used to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

2.4.3 QAP Files.

A QAP file must be developed and maintained by the primary QAP. The QAP will apprise the CO of how the Government views the Contractor’s performance. The QAP will maintain a hard-copy QAP file. A three-ring binder is recommended. The file must contain, at a minimum, the following documentation:

a. Performance Plan

b. Contractor’s QCP

c. Assessment Documents (QAP Site Inspection List; QAP Monthly & Quarterly Reports; QAP Assessment Schedules; QAP & Contractor Site Inspection Checklist)

d. Appointment Letters/Training Certificates; ACO Record of Surveillance; QAP Duties and Responsibilities Letter

e. Records (Contract Discrepancy Reports; Time & Material (T&M) Work Orders and Documentation; Monthly Invoices; Fund Logs; Site Inspection Trip Reports) Note: Work Orders may be maintained in a separate file due to volume; Fund logs and invoices may be maintained electronically (with adequate backup)

f. Contract including all attachments (Pricing Table, PWS, EIPS, Wage Determinations, etc.) as well as contract modifications, task orders, and task order modifications. NOTE: The contract documents should be kept in a separate working binder due to volume.

2.4.4 Contractor Management Role.

The Contractor shall provide and maintain a QCP to ensure the contract services conform to the requirements of the PWS. The Contractor shall update the plan as changes occur and submit the changes for review and acceptance to the Contract Administrator IAW the PWS. The Contractor’s QCP shall contain, as a minimum, the following items:

a. Description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s).

b. Description of the methods to be used for identifying and preventing defects in the quality of service performed.

c. Description of procedures to identify, prevent and ensure non-recurrence of unacceptable services.

d. Description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

2.4.5 Contractor Records.

2.4.5.1 Work Center Records.

Work center records must be developed and maintained by the Contractor IAW the contract. These records are typically in hard and soft copy, but may be maintained in a computer database provided there is adequate backup of the data to preclude accidental loss. See PWS paragraphs 1.3.12 and 1.3.13 for the required work center records to be maintained by the Contractor.

2.4.5.2 Contractor Inspection Records.

Records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

2.4.6 CO/Contract Administrator Management Role.

The contract administrator and/or CO will annually review the QAP’s files and Contractor’s records to ensure assessment is properly conducted and documented, and Contractor performance is within acceptable levels. This review will be documented and acknowledged by the CO and FC or designee. The CO will apprise the Contractor of how the Government views the Contractor’s performance, and the Contractor will apprise the Government of problems, if any, being experienced. The Contractor will also notify the CO, in writing, of any work being performed, if any, that the Contractor considers over and above the requirements of the contract. Appropriate action will be taken to resolve any outstanding issues.

2.4.7 Performance Feedback.

Documentation is required to record, evaluate, and report Contractor’s performance. On an annual basis, the QAP will complete a narrative summary of Contractor’s performance in CPARS and notify the CO. The CPARS website is: https://cpars.navy.mil/cparsmain.htm. Out-of-Cycle CPARS may be accomplished for any significant change in performance. The QAP will also keep the FC or designee informed of all performance assessments.

2.4.7.1 Performance Elements.

2.4.7.2 Performance Ratings. Contractor ratings and criteria are described below. NOTE: The QAPs should basically start at the “Satisfactory” level and then revise their rating upward or downward based upon specific performance that either Exceeded or failed to meet the contractual requirements. Just “meeting” the requirement is Satisfactory. To rate higher or lower, SPECIFICS are required, such as: “Contractor exceeded the time for accomplishing work orders. In fact, 85% of the time he completed routine work orders in four days or less – contract requires 10 days.”

2.5 Annual Data Reporting.

Annual data reporting is required for services acquisitions at or above $100K IAW paragraph 8 of the AFMC MOASP. HQ AFMC/PK will collect required data utilizing Contract Action Report, as applicable.

3.0 Assessment.

In conducting assessment, QAP are to be objective, fair, and consistent in evaluating Contractor performance against the performance thresholds. Quality assurance shall be based on the Government’s evaluation of results, not the frequency or method of performance. All services performed must meet the prescribed performance objectives stated in the Service Delivery Summary (SDS) to be regarded as acceptable. The assessment procedures identified in this performance plan, in concert with active application of the Contractor’s quality control procedures, are intended to ensure acceptable Contractor performance.

3.1 Methods Used to Assess Contractor’s Performance.

The methods the QAP will use to evaluate Contractor-provided services in meeting performance objectives and performance thresholds are as follows:

3.1.1 Periodic Surveillance.

This type of assessment is based upon selecting samples (tasks) for evaluation on other than 100% inspections or on a statistically random basis. An example of periodic surveillance is weekly inspections when QAP choose the location and time in other than a random basis (i.e., reviewing PMIs performed).

3.1.2 100% Inspection.

This method involves inspecting a requirement every time it occurs. Use of this technique may be appropriate in surveillance of contract requirements that have critical impact on mission of safety, occur infrequently or have stringent requirements (i.e., outside plant installations or manhole installations, or anything affecting flight or personnel safety).

3.1.3 Random Sampling.

This method assumes the Government receives acceptable performance by the Contractor if a given percentage or number of scheduled inspections is found to be acceptable. The QAP will evaluate randomly selected samples of activity to determine the acceptability of the entire requirement (i.e., a random review of service work orders completed).

3.1.4 Customer Complaints.

This method is used to fully validate information obtained through other sources, as well as performance in any area. The QAP should furnish written instructions and customer training to each organization receiving the Contractor’s service.

3.2. Assessment Schedule.

The QAP will develop an assessment schedule, based on this performance plan’s requirements as well as the PWS paragraph 2.0, Service Delivery Summary. The schedule will include the method/frequency of assessment.

3.2.1 Schedule Development.

The QAP will develop the schedule at contract award and on an annual basis thereafter using the SDS/PWS as a guide. The schedule will be completed no later than seven calendar days before the beginning of the period it covers (usually annually). Copies of the assessment schedule will be provided to the FC or designee and the CO, before the start of the assessment period. Assessment schedules, when completed, will be marked “For Official Use Only”, and will not be shown to the Contractor.

3.2.2 Schedule Changes.

Changes to the assessment schedule will be posted promptly. Copies of the changed schedule will be sent to the FC or designee and the CO. The QAP will document the reason(s) for changes of the assessment schedule, and maintain the documentation in the QAP files with the corresponding changed assessment schedule.

3.3 Assessment of SDS Items.

It is essential that the QAP conduct assessments IAW with projected assessment schedule outlined in paragraph 3.2 above for an effective quality assurance program. Mission requirements may require deviations from the assessment schedule. Assessment should be performed as close to the schedule as is practicable. QAP will document assessment as it is conducted. The QAP will conduct assessment of the Contractor’s performance by determining whether or not the performance meets the thresholds contained in the contract, the PWS and the SDS items. Assessment documentation will include as a minimum, the date and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, and signature of QAP conducting the assessment. These assessments will serve as the official record of the inspection for auditing purposes and will be retained until the end of the contract period. The CO will provide disposition instructions. When QAP determine that Contractor performance is unacceptable, the specific reason for the unacceptable performance will be recorded on the QAP’s assessment documentation.

3.4 Assessment of Non-SDS Items.

The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, QAP have the right to conduct assessment for SDS items and non-SDS items as well. When the QAP identifies unacceptable performance on non-SDS items, the QAP will follow the procedures in section 3.8 of this performance plan, entitled Process for Unacceptable Performance.

3.5 Customer Feedback.

QAP will ensure customer feedback procedures and forms are made available to all customers. Any personnel that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the QAP. QAP will receive, document, and validate or invalidate all complaints. If the complaint is invalid, the QAP will contact the complainant and explain why the complaint was invalid. QAP will fully document the resolution for each complaint on the Customer Complaint Record. QAP will notify the Contractor of all valid complaints. If the Contractor challenges the validity of any complaint, and the QAP and Contractor cannot come to agreement, the complaint in question shall be forwarded to the CO for resolution. Complaints will be tracked and if the performance threshold is exceeded, the QAP will notify the CO in writing so that the CO can notify the Contractor and appropriate action can be taken. The process should accommodate and document positive feedback as well.

3.6 QAP End of Quarter Report.

QAP will submit an assessment report to the CO and FC or designee no later than the first week of the first month of the next quarter. The report will identify the number of assessments scheduled and conducted in the previous quarter along with the number of unacceptable performances observed, the number of corrective action reports (CARs) issued, number of valid complaints, any significant Contractor performance discrepancies, and a rating of the Contractor’s overall performance. The report will be signed and dated by the QAP and a copy provided to the CO and FC or designee.

3.7 Method of Acceptance of Services

Invoices will be submitted by the contractor via the WAWF system IAW G-809 of the basic contract. The contractor will submit invoices for payment, and the QAP will act as the “inspector” of services (if acceptable) as well as ensuring that all backup documentation is attached (including invoices for material; work orders and time sheets for time and materials; and certified payroll to support Davis Bacon Work. After the QAP inspects, the resource advisor accepts, and DFAS will process the invoice.

3.8 Process for Unacceptable Performance. When the Contractor’s performance is deemed unacceptable, QAP will determine the cause of the unacceptable performance and forward his/her findings to the CO.

3.8.1 Government-Caused.

If any Government action, or lack of action, caused or contributed to the unacceptable performance, the unacceptable performance will not be counted against the Contractor. The QAP will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The QAP will completely document the circumstance.

3.8.2 Not Government-Caused.

When the unacceptable performance is not the result of Government action, or lack of action, QAP will promptly notify the Contractor and issue a CAR to the Contractor to assure corrective action is taken. By initialing and dating the CAR, the Contractor is acknowledging that s/he has been informed of the unacceptable performance and is not agreeing with the performance assessment. QAP will direct the Contractor to re-perform the service, if possible, without additional cost to the Government. If the Contractor challenges the validity of the QAP’s unacceptable assessment finding, and the QAP and Contractor cannot come to an agreement, the matter shall be referred to the CO for resolution. The Contractor shall be required to return all completed CARs to the QAP no later than the suspense date indicated on the CAR. Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

3.9 CO Notification.

3.9.1 Major Finding.

If at any time QAP identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP will document their findings and notify the CO immediately in writing. Email is acceptable. Any of the following could result in the issuance of a Contract Discrepancy Report by the QAP:

a. Contractor failure to meet a Performance Threshold.

b. Failure to provide adequate corrective action to preclude reoccurrence of Government identified findings.

c. Failure to provide corrective action to deficiencies identified by the QAP within a prescribed suspense period.

d. Any failure to adhere to security regulations that results in a security incident.

3.9.2 Minor Finding.

This is a departure from established standards having little bearing on the service provided. When QAP identify a minor finding, the QAP will document the finding, but is not required to notify the CO. However, if the same minor finding is repeatedly identified, it may be an indication that a major finding is occurring or has occurred because the Contractor has not taken proper steps to prevent recurrence. In this case, the QAP will notify the CO in writing.

3.10 Remedies for Unacceptable Performance.

3.10.1 If Services Do Not Conform.

In accordance with the contract’s Inspection of Services Clauses, if any of the services do not conform with the 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.

3.10.2 If Services Cannot Be Corrected by Re-Performance.

When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements and 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.

3.10.3 If Contractor Fails to Promptly Perform Services Again.

If the Contractor fails to promptly perform services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may 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; decrement invoice as stated in the PWS related to performance; or terminate the contract.

3.11 Service Delivery Summary (SDS).

Reference

Periodic records review

Respond to all system and service outages within the required time constraints Emergency – 4 hours

Priority – 6 hours

Routine – 48 hours

Priority – One instance exceeding 6-hour response time

Routine – One instance exceeding 48 hours 100% Inspection for all emergency; random sampling for non-emergency

Provide location, staking, and marking services upon notification of QAP Emergency: provide within 2 hours

Routine: provide within 24 hours

Routine – One instance exceeding 24 hours Periodic records review

Perform disk, cartridge, or tape backup of switching systems memory

Visible observance; customer feedback

Review of program/ project drawings and provide comments; attend vicinity meetings

No more than one unexcused meeting absence Visible observance; customer feedback

No more than one work-center record update error Periodic records review

Comply with established time frames for completion of work orders Routine – 10 duty days

Priority – 3 duty days

Emergency – 4 hours

Priority – Two instances exceeding 3 duty days

Emergency – Zero instances exceeding 4 hours Random sampling

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