Att. (1), App. F - QASP.pdf

N0001920R0013 Attachment (1), Appendix (F)

Quality Assurance Surveillance Plan 13 January 2020

QUALITY ASSURANCE SURVEILLANCE PLAN

C-40 Contractor Logistic Support (CLS) Services

PMA207 is contracting for performance-based operational site support, aircraft depot maintenance, engine and propeller depot maintenance, modifications, site stand ups, and strategies that optimize total system availability while minimizing cost and logistics footprint. Sustainment strategies include the best use of public and private sector capabilities through Government and industry partnering initiatives. The CLS contract includes all facilities, labor, services, equipment, tools, parts, materials, and consumables not explicitly stated as Government furnished to perform the work requirements for operational site support and aircraft, engine and propeller depot maintenance.

The PMA207 C-40A Integrated Product Team (IPT) is responsible for administrating this Quality Assurance Surveillance Plan (QASP) that documents the process for assuring that the Contractor meets the quality standards and requirements documented in the CLS contract.

Quality Assurance Surveillance Plan

Contents

1. INTRODUCTION

2. PURPOSE

3. ROLES AND RESPONSIBILITIES

3.1. Program/Project Manager (PM)

3.2. Procuring Contracting Officer (PCO) and Administrative Contracting Officer (ACO)

3.3. Contracting Officer’s Representative

3.4. Technical Point of Contact (TPOC)

3.5. Ground Government Flight Representative (GGFR)

4. PERFORMANCE SURVEILLANCE STRATEGY

4.1. Goal of the QASP

4.2. Performance-Based Approach

4.3. Results Focused

4.4. Contractor’s Responsibility

4.5. Government Representative

4.6. Methods of Surveillance

4.7. Consequences of Performance

4.8 Surveillance Checklist

4.9 GGFR survey

4.10. Random Monitoring

4.11. Customer Satisfaction

5. DOCUMENTATION OF RESULTS

5.1. Performance Assessment Report

5.2. Meetings with the Contractor

5.3. Performance Rating Definitions

6. ISSUES DISCOVERED

6.1. Requirements Not Met

6.2. The Corrective Action Request (CAR)

Enclosure (1) Compliance Check-Off List for CLINs 0X02 through 0X09, 0X20, 0X39, 0X40 and 0X42 Enclosure (2) Performance Metrics Enclosure (3) C-40A Surveillance Checklist Enclosure (4) Customer Complaint Record Enclosure (5) Performance Assessment Report (PAR) Enclosure (6) Corrective Action Request (CAR)

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1. Introduction This QASP is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled:

PERFORMANCE WORK STATEMENT FOR DEPARTMENT OF NAVY C-40A AIRCRAFT CONTRACTOR

LOGISTICS SUPPORT SERVICES. This plan sets forth the procedures and guidelines that the PMA 207 Medium Lift IPT will use to monitor the performance standards or service levels required by the contract. Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation and Inspection of Services clauses, which provide for inspection, acceptance, and documentation of the service called for in the contract.

2. Purpose The QASP identifies the performance objectives to be met by the Contractor and describes and establishes the resources and processes to be used to monitor, assess, and document the Contractor’s performance in meeting those objectives. It provides direction on:

Roles and Responsibilities - Who will monitor Performance Surveillance Strategy - How will monitoring occur Documentation of Results - How will monitoring results be documented Issues Discovered - What to do with the results

The QASP is particular in its direction, yet, provides flexibility to allow for changes to optimize the level of surveillance as changes may occur to the performance standards throughout the period of performance of the contract.

3. Roles and Responsibilities

3.1. Program/Project Manager (PM)

The PM provides primary program oversight, cost control, nominates the Contracting Officer’s Representative (COR), ensures the COR is trained before performing any COR duties, and supports the COR’s performance assessment activities. While the PM may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, the PM is not empowered to make any contractual commitments or any contract changes on the Government’s behalf.

3.2. Procuring Contracting Officer (PCO) and Administrative Contracting Officer (ACO) are responsible for contract administration and for resolving any differences between the observations documented between the COR, the Technical Point of Contact (TPOC) and the Contractor. The PCO will designate COR/TPOC as the Government authority for performance management. The PCO/ACO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

3.3. Contracting Officer’s Representative

The COR is designated in writing by the PCO/ACO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the contract and ensures proper Government surveillance of the Contractor’s performance.

The COR’s contribution is their professional relationship with the Contracting Officer, Program Manager, 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 surveillance requirements that effectively measure and evaluate the Contractor’s performance.

The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the PCO for action. The COR will have the responsibility for completing Quality Assurance (QA) monitoring forms used to document the inspection and evaluation of the Contractor’s work performance.

Government surveillance may occur under the inspection of services clause for any service relating to the contract.

The COR shall keep a QA file that accurately documents the Contractor’s performance. The COR is required to provide an annual performance assessment, which will be used in documenting past performance.

3.4. Technical Point of Contact (TPOC)

The TPOC is recommended by the Activity, assigned by PMA 207 and designated in writing by the PCO to act as the authorized representative to assist in administering the contract. The TPOC limitations are contained in the written appointment letter. The TPOC is responsible for technical administration of the contract and ensures proper government surveillance of the Contractor’s performance in support of the COR. The TPOC is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the PCO for action. The TPOC will have the responsibility for completing Quality Assurance monitoring forms used to document the inspection and evaluation of the Contractor’s work performance. Government surveillance may occur under the Inspection of Services clause for any service relating to the contract.

3.5. Ground Government Flight Representative (GGFR)

The GGFR is a U.S. Military aircraft maintenance officer or NCO (E-7 or above), or Government civilian equivalent, to whom the Approving Authority has delegated responsibility for approval of Procedures related to aircraft ground operations and ensuring contractor compliance with applicable provisions of NAVAIR 3710.1G.

GGFRs are not authorized to approve contractor crewmembers, flights or flight related portions of the Contractor’s Flight Operations Procedures. Where the Contractor is performing flight related operations, as described in NAVAIR 3710.1G, the Approving Authority shall appoint a Government Flight Representative (GFR).

4. Performance Surveillance Strategy

4.1. Goal of the QASP

The QASP defines the performance surveillance approach taken by PMA207 Medium Lift team to monitor the Contractor’s performance, which then yields information that indicates if the expected performance outcomes for the contracted effort are being achieved by the Contractor. The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. Additionally, this QASP is based on the premise that the Contractor, not the Government, is responsible for management and Quality Control/Quality Assurance (QC/QA) actions to successfully meet the terms of the contract.

4.2. Performance-Based Approach

This QASP defines the surveillance process, responsibilities and acceptable quality standards that will apply to performance based contractual efforts and establishes basic scoring and reporting methodologies for surveillance documentation. The COR, GGFRs and TPOCs will perform oversight inspections, surveys, and monitors to ensure contractor compliance with the appropriate paragraphs of the PWS, other Government requirements, and the Contractor’s own procedures. Results of oversight inspections, surveys, and monitors shall be recorded by the appropriate Government representative. If an inspection or survey indicates a performance threshold is not met, the Government will notify the Contractor and the contracting officer, as applicable, of the deficiency for correction.

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4.3. Results Focused

The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the Contractor flexibility to continuously improve and innovate over the course of the contract as long as the expected performance objectives are being achieved and the desired performance levels are being met.

4.4. Contractor’s Responsibility

The Contractor is responsible for the quality of all work performed under this contract regardless of whether the work is performed by contractor employees or by sub-contractor employees. The Contractor’s quality control program should set forth the staffing and procedures for self-inspecting the performance requirements such as quality, timeliness, responsiveness, and customer satisfaction. The Management Information System, with processes to assess and report its performance to the designated government representative, enables the Government to make assessments with information the Contractor has already gathered and provided to the Government.

4.5. Government Representative

The Government representative(s) will monitor performance and review performance reports furnished by the Contractor and Government Officials to determine how the Contractor is performing against the stated performance objectives. The Government will assess the Contractor’s performance and notify the Contractor of those assessments. The Contractor is responsible for making required changes in processes and practices to ensure performance objectives are being achieved and the desired performance levels are being met.

4.6. Methods of Surveillance

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the Government to evaluate contractor performance when appropriate. The primary methods of surveillance are:

Random monitoring will be performed by the COR or TPOC.

Surveillance Inspections – Bi-Weekly, the TPOC will inspect sites and generate a summary of the results on the “Surveillance Checklist,” Enclosure 1.

GGFR Survey- GGFRs will perform a minimum of one site survey every six months.

Review of the Contract Data Requirements Lists (CDRLs) – See Exhibit A under Section J of the contract.

Review of the Contract Performance Metrics – Operational Readiness requirements in accordance with the PWS.

Program Management Reviews (PMRs) – In accordance with the PWS and applicable contract deliverables.

4.7. Consequences of Performance

The required performance standards and/or quality levels are included in the PWS and within Attachment 1E A of the contract. If the Contractor meets the required service or performance level, it will be paid the monthly amount agreed to under the contract. Failure to meet the required service or performance level may result in negative ratings in the CPARS.

4.8 Surveillance Checklist.

The Surveillance Checklist (Enclosure 1) is the list of performance objectives and standards that must be met by the Contractor. This checklist details the method of surveillance the TPOC will use to validate and inspect the Contractor’s performance elements. Inspection of each performance element will be documented in the TPOC’s file and forwarded to the appropriate offices for review. The Surveillance Checklist defines how, when, and what will be assessed in measuring performance. The Government performs surveillance using this QASP to determine the quality of the Contractor’s performance as it relates to the performance standards. TPOCs are assigned to each

13 January 2020 performance site and will complete a Surveillance Checklist (Enclosure 1) bi-weekly. The results will be forwarded to the COR and to the Contractor’s Corporate Office.

4.9 GGFR survey.

The GGFRs on this contract are considered non-resident and will perform a site survey as prescribed in NAVAIR

3710.1 (Series). The Ground Operations/flight safety survey is an onsite evaluation of the effectiveness of the Contractor’s Ground Operations Procedures (GOPs) for protecting Government resources under the cognizance of PMA207. Observations determine the adequacy of written Procedures, compliance with those procedures, and their effectiveness in protecting Government resources. The intent of the survey is to indicate what management attention is necessary to prevent occurrence/recurrences of injury to personnel or damage to Government assets.

A formal survey report will be generated and provided to the Contractor, the COR, the PCO, or the ACO as appropriate. The survey reports shall describe the program elements which were observed during the survey and the status of site compliance to those elements. Observations requiring written corrective action shall include documentation of facts, reference(s) to the written requirement (i.e., the contract, the Procedures, and applicable Maintenance Manuals), and sufficient discussion to convey why the discrepancy must be corrected.

4.10. Random Monitoring

Random monitoring is a method used to spot check program processes vice conducting a complete audit. TPOCs may use any contractual obligation, PWS requirements, or approved GOPs to evaluate a Contractor’s adherence to approved processes. The results can be used to detect positive and negative trends and whether or not specific programs need more surveillance than the required timelines. The TPOC will keep a local log to track and document observations and communicate activities via the Surveillance Checklist (Enclosure 1), in the random surveillance/other activities section of the form.

4.11. Customer Satisfaction

Customer satisfaction is the most significant external indicator of the success and effectiveness of services provided and can be measured through customer complaints. Customer complaints, to be considered valid, must be presented clearly and in writing. The complaint must be detailed, must be signed, and must be forwarded to the COR and TPOC as soon as possible. Upon receipt of the Customer Complaint Record (Enclosure 2), the COR, or GGFR, along with the TPOC will investigate. Customer feedback may also be obtained either from the results of formal satisfaction surveys or from random customer complaints.

5. Documentation of Results

5.1. Performance Assessment Report

The Government’s surveillance, accomplished by the COR or a GGFR, will be reported using the Performance Assessment Report (PAR) form (Enclosure 3) quarterly, summarizing the overall results of the quality assurance surveillance of the Contractor’s performance. The form, when completed, will document the Government’s assessment of the Contractor’s performance under the contract to ensure that the required results are being achieved.

This written report may include the Contractor’s submitted reports. It will enable the Government to demonstrate whether the Contractor is meeting the stated objectives and/or performance standards, including cost, technical, and scheduling objectives. The COR and TPOC will retain a file of all completed QA surveillance forms, reports, recommendations and any actions related to the performance of the Contractor. All such records will be maintained for the life of the contract.

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5.2. Meetings with the Contractor

The COR and TPOC may require the Contractor’s Project Manager, or a designated alternate, to meet with the COR, TPOC, and other Government IPT personnel as deemed necessary to discuss performance evaluations. The Contractor will meet with the COR and TPOC as required. The agenda of the reviews may include:

Bi-Weekly performance assessment data and trend analysis.

Issues and concerns of either party.

Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis.

Recommendations for improved efficiency and/or effectiveness.

Issues arising from the performance monitoring processes.

Contractor nonconformity will be addressed via issuance of a Corrective Action Request (CAR), (Enclosure 4).

5.3. Performance Rating Definitions

In evaluating the quality of the Contractor’s performance, the following performance ratings will be used:

Table 1 - Evaluation Ratings Definitions

Rating Definition

Excellent

Performance meets contractual requirements and exceeds many of the Government's expectations. The contractual performance of the element or sub-element being evaluated was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.

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

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

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6. Issues Discovered

6.1. Requirements Not Met

The Government will use the monitoring methods cited to determine whether the performance standards, service levels and Acceptable Quality Levels (AQL) have been met. If the Contractor has not met the minimum requirements, the COR, GGFR and TPOC must coordinate and communicate with the Contractor to resolve issues and concerns regarding marginal or unacceptable performance such that the Contractor can develop a Corrective Action Plan (CAP) to show how and by what date it intends to bring performance up to the required levels. The COR, GGFR, TPOC, and Contractor should jointly formulate tactical and long-term courses of action.

Recommendations regarding changes to metrics, thresholds, or service levels will be sent forward to the Contracting Officer, which, if approved, will be incorporated as a contract modification at the convenience of the PCO or the

ACO.

6.2. The Corrective Action Request (CAR)

CARs are a common method used to formally communicate contractual deficiencies to the Contractor. The CAR focuses on deficiencies that result from noncompliance and may be initiated by any Government employee performing Contract Administration Services (CAS) oversight (i.e. COR, GGFR or TPOC). The CAR form, Enclosure 4, will be used to document the deficiency and provide a means of response for the Contractor. Should the Contractor receive notification of an observed non-compliance either through a CAR or other written method they are required to respond.

The type and extent of corrective action to be taken depends on the nonconformance in terms of severity, frequency, and previous corrective actions. When contractual non-compliances are detected, corrective action must be initiated by utilizing the CAR form, Enclosure 4, routed through the GGFR as soon as practicable. The GGFR is responsible for validating, recording and tracking the nonconformance and issuing the CAR to the Contractor. Non-compliance issues should be resolved at the lowest possible level but if the Contractor is non-responsive, the CAR may be escalated to a higher level of authority. CAS oversight personnel shall not initiate a CAR if the Contractor self-reports a non-compliance and has taken steps to resolve the issue (i.e. initiated an internal CAR).

CARs will include dates, times, equipment, and personnel involved with the observations concerning the event and will be assigned one of the four CAR levels listed below.

- CAR Level I – Issued for contractual noncompliance requiring no special management attention to correct. These CARs can normally be corrected in a timely manner, documented locally, and generally require no further corrective action. Documentation is shared with the Contractor and maintained within the GGFR CAR log.

- CAR Level II – Issued when contractual nonconformity is more serious than a Level I CAR or is a result of multiple issuances of a Level I CAR for similar reasons and cannot be immediately corrected. Level II CARs are written requests for corrective action for a specific contractual noncompliance that could adversely affect cost, schedule, or performance if not corrected in a timely manner. Noncompliance associated with Safety of Flight Items shall be issued at this level or higher. Level II CARs will be directed to the Contractor management for corrective action.

- CAR Level III – Issued to bring attention to serious contractual nonconformities and/or repeated noncompliance involving issuance of a previous CAR of the same nature. A Level I or II CAR does not need to be issued before a Level III CAR can be generated. A Level III CAR may only be issued after a coordinated effort with the PCO/ACO via the GGFR, COR and PMA207 Program Manager. Once coordinated, Contractor Senior Management will be notified by the PCO/ACO and the contractor will be placed on the Contractor Alert List.

Documentation for Level III CARs is shared with the Contractor using a CAR form and formal correspondence. A copy of the CAR form will be provided to the PCO/ACO via the COR. Contractor top management may be notified by the PCO that continued inaction may lead to more severe measures and that a Level III CAR may be coupled with contractual remedies such as reductions of progress payments, cost disallowances, cure notices, show cause letters (manual or electronic), or business management systems disapprovals etc. A copy of Level III CARs and all subsequent correspondence must be provided to the buying activity. All affected contract administration team members (including DCAA and buying activities as appropriate) should be kept informed of the status and disposition of Level III requests.

- CAR Level IV – Issued when contractual remedies such as suspension of progress payments or product acceptance activities, termination for default, and suspension or debarment, in accordance with FAR/DFARS policies and procedures are being considered. A Level IV CAR can be issued on-its-own or after the issuance of a previous CAR has been shown to be an ineffective remedy to the contractual noncompliance. Level IV CARs shall be issued to the Contractor’s top management by the cognizant PCO/ACO after coordination between the PCO, COR, GGFR and PMA207 Program Manager. A copy of Level IV CARs and all subsequent correspondence must be provided to customer buying activities and proper coordination and/or notification among PCOs/ACOs, Districts, Headquarters, customers, and other affected Government activities of Level IV CARs is required. The PCO/ACO, in conference with the PMA207 Program Manager, GGFR and COR will determine the appropriate level of Contractor Senior Management attention necessary to satisfy required follow-up corrective action(s).

Enclosure (1) Compliance Check-Off List for CLINs 0X02 through 0X09, 0X20, 0X39, 0X40 and 0X42

Enclosure 1

Compliance Check-Off List for CLINs 0X02 through 0X09, 0X20, 0X39, 0X40 and 0X42

Directions: Double click on the box that you want to check. The “Check Block Form Field Option” Response Box will open. Under default value click “checked” and then “OK”.

1. The Contractor provided services, including issuance of parts and material, kit assembly, receipt of items for repair and overhaul, and provided replenishment services at each site

Acceptable Non-Acceptable

Comments:

2. The Contractor assembled, managed and replenished DSKs, as required

3. The contractor provided coverage for the on-site storeroom during the core hours of 0700 through 2300 seven days a week, except government holidays

Acceptable

4. The Contractor was present during each aircraft preflight, launch and recovery

Non-Acceptable

Comments:

5. The contractor maintained a two hour recall and provided "On Call" service during non-core hours

6. The Contractor was on-site two hours prior to scheduled mission departures and one hour prior to scheduled arrivals

Acceptable

7. The Contractor provided aircraft parts in accordance with the below criteria:

a. NMCS

i. Provided initial status of all requisitioned material to the squadron within one (1) hour and every four (4) hours during core work hours or upon status change

ii. Delivered all requisitioned material within twenty-four (24) hours to the aircraft at any required Continental United States (CONUS) location

iii. Delivered all requisitioned material within seventy-two (72) hours to the aircraft at any required Outside Continental United States (OCONUS) location

b. PMCS

i. Provided the initial status of all requisitions to the squadron within six (6) hours

ii. Provided requisition status update to the squadron every eight (8) hours thereafter or upon status change

iii. Delivered all requisitioned material within ninety-six (96) hours to the aircraft at any required CONUS location

iv. Delivered all requisitioned material within one hundred-twenty (120) hours to the aircraft at any required OCONUS location

c. Routine

i. Provided initial status of the requisition to the squadron within ninety-six

(96) hours

ii. Provided requisition status update to the squadron every ten (10) calendar days thereafter until delivery, regardless of location

8. The Contractor tracked, managed and repaired all repairable parts

9. Contractor personnel conducted themselves in a professional manner and provided timely and courteous service

Acceptable

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Enclosure (2) Performance Metrics

Enclosure 2

PERFORMANCE METRICS

CONTRACTOR NUMBER: CONTRACTOR:

COR SIGNATURE AND DATE: COR PHONE:

In evaluating the quality of Contractor’s performance, the following performance ratings may be used.

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Lost/Damaged GFP

3.13.4 Contractor notifies CO

within 24 hours of discovery or lost, damaged, destroyed or stolen GP.

Contractor notifies CO greater than 24 hours of discovery of lost, damaged, destroyed or stolen GP.

Custodial Responsibility 3.13.5 Contractor notifies Government within 6 hours of any accident or incident involving GP.

Contractor notifies Government greater than 6 hours of any accident/incident involving GP

The Contractor shall comply with applicable

DOD 5200.2R, SECNAV

M-5510.30 and

COMNAVRES FORINST

5512.1

3.15.1 The Contractor shall have no

reported physical security violations, no COMSEC violations, and not more than one deviation correctable on the spot during routine/annual inspections.

The Contractor shall have no more than one physical security violation, no more than one COMSEC violation, and not more than two correctable on the spot during routine/annual inspections.

Critical Positions 3.16 Critical personnel positions are not vacant more 30 consecutive days. Any change to the critical position personnel POC information is provided to the Govt within 5 business days.

Any change to the critical position personnel POC information is provided to the Government greater than 5 days.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Maintenance Recordkeeping

3.19 The Contractor Web

Information System (WIS) is accessible by the Government within 90 days of contract award.

Prior to day 90, the information on the WIS is accessible and near real-time and posted within 7 days of information being available.

The Contractor WIS is accessible by the Government in greater than 91 days of contract award.

After day 90, information is not accessible nor near real-time, or information is greater captured in WIS in greater than 8 days of information being available.

The Contractor shall hire, relocate, train and coordinate all Transition Phase-In activities. CAC cards and base access documentation is expeditiously processed.

4.1 The Contractor shall

complete all Transition Phase-In requirements no later than 90 days after contract award. CAC/base access identification cards applications are processed within 3 days of employees official hire date.

The Contractor shall complete all Transition Phase-In requirements no later than 90 days after contract award.

CAC/base access identification cards applications are processed within 7 days of employees official hire date.

Transition Phase-In Plan 4.2 Contractor has met 100% of all Transition Phase-In activities as outlined in their Transition Phase-In Plan

Contractor has met less than 100% of all Transition Phase-In activities as outlined in their Transition Phase-In Plan.

Export Control Licenses 4.7 Contractor provide evidence that application to Dept of State for appropriate export licenses has been completed no later than day 45 after contract award.

Contractor provide evidence that application to Dept of State for appropriate export licenses has been completed in greater than 46 days or more after contract award.

Government Property Delivery

5.4 The Contractor turns 100%

of GP over to Government in a Ready for Issue or Ready for Use status.

The Contractor turns over less than 95% of GP over to Government in a Ready for Issue or Ready for Use status.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Parts Documentation 5.5 95% to 100% of parts have associated FAA certification paperwork (history, serviceability, maintenance, and schedule forms for Auxiliary Power Units, Engines, Aft and Forward Airstairs, and Main and Nose Landing Gear), and serial number records, calibration data, and due dates for installed equipment.

Less than 95% of parts have associated FAA certification paperwork (history, serviceability, maintenance, and schedule forms for Auxiliary Power Units, Engines, Aft and Forward Airstairs, and Main and Nose Landing Gear), and serial number records, calibration data, and due dates for installed equipment.

PSE and CSE Maintenance Labor at Full CLS sites

8.1.4

All PSE and CSE is in a Ready for Issue status at least 95% of the time requested.

All PSE and CSE is in a Ready for Issue status less than 95% of the time requested and equipment must be requested from alternate source.

Consumable and Expendable Parts and Material Level

8.4.2 The Contractor level of

expendables/consumables material and parts are sufficient to ensure no delay to daily and routine O-level or line maintenance work is not impacted nor delayed due to lack of material and/or parts.

The Contractor level of expendable/consumable material and parts are not sufficient and delays to O-level or line maintenance work timelines are impacted and A checks require more time than allotted due to lack of material and parts.

The Contractor shall ensure that the Government receives the maximum benefit of all warranties offered for parts and material that are repaired, purchased or replaced in the performance of this contract.

8.4.5 The Contractor pursues

warranty consideration on all applicable parts and materials. For warranty entitlements on Boeing issued Service Bulletins the Contractor provides appropriate documentation to the Government for processing the credit request.

Contractor fails to provide pursue warranty credits on parts and materials and fails to notify and provide the Government with appropriate documentation for the Government to pursue warranty consideration on Boeing Service Bulletins.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Management of Detachment Support Kits

8.6 The deployed DSK contain

all required parts, materials and supplies 100% of RFI parts, material and supplies

The deployed DSK contains less than 90% of RFI required parts, materials and supplies. When utilized parts are ordered, the supply delivery dates are not met.

TAT for the Contractor to repair or overhaul the High Value Assets (HVA), Appendix (B)

9.0

14.0

TAT starts at award of task order and completes when item is returned to Navy inventory. 95% compliance rate.

TAT completion exceeds greater than 3 days after established task order TAT date.

Less than 95% compliance rate.

Supply Support Material

For Non-Mission Capable Supply (NMCS)/Aircraft on Ground Requisitions

9.0

3.5.1

8.1

8.5.1

Provide initial status of all requisitioned material to the squadron within one (1) hour and every four (4) hours thereafter during core work hours or upon status change.

Deliver all requisitioned material within 24 hours to the aircraft at any required Continental United States (CONUS) location.

Deliver all requisitioned material within 72 hours to the aircraft at any required Outside Continental United States (OCONUS) location.

Provide initial status of all requisitioned material to the squadron greater than one (1) hour and greater than four (4) hours thereafter during core work hours or upon status change.

Deliver all requisitioned material greater than 24 hours to the aircraft at any required Continental United States (CONUS) location.

Deliver all requisitioned material greater than 72 hours to the aircraft at any required Outside Continental United States (OCONUS) location.

Supply Support Material

For CONUS Partial- Mission Capable Supply (PMCS)/Mission degraded Requisitions

9.0

8.1

Provide initial status of all requisitioned material to the squadron within 2 hours.

Deliver the requisitioned material within 72 hours to the aircraft at any required CONUS location.

squadron in greater than 2 hours.

Deliver the requisitioned material greater than 72 hours to

CONUS location.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Supply Support Material

For OCONUS Partial- Mission Capable Supply (PMCS)/Mission degraded Requisitions

9.0

8.5.1

Provide initial status of all requisitioned material to the squadron within 2 hours.

Deliver all requisitioned material within 96 hours to

OCONUS location.

squadron in greater than 2 hours.

Deliver all requisitioned material greater 120 hours to the aircraft at any required OCONUS location.

Non Mission Capable Maintenance (NMCM) (AOG Aircraft)

Partial Mission Capable Maintenance (PMCM)

11.0

11.1

11.6

*NMCM/month for each aircraft OCONUS: Deployed rate equal to or less than 8% CONUS: Non-Deployed rate equal to or less than 12%

PMCM/month OCONUS: Deployed rate equal to or less than 8%

CONUS: Non- Deployed rate equal to or less than 8%

*NMCM/month for each aircraft

OCONUS: Deployed rate greater than 8%

CONUS: Non-deployed rate greater than 12%

PMCM/month

OCONUS: Deployed rate greater than 8%

CONUS: Non-Deployed rate than 8%

Ground Operating Procedures (GOPs)

11.2 Contractor submits initial

draft of all GOPS to the GGFR within 30 days of contract award. The Contractor makes Government recommended revisions and resubmits to the GGFR within 12 days.

Contractor submits initial draft of all GOPS to the GGFR for approval in greater than 30 days of contract award. Government recommended revisions are made and resubmission to the GGRF occurs in greater than 12 days.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Depot Turn Around Time

(TAT)

13.1 Depot TAT to include

inspection, and repair of all defects, starts at induction date, and terminates upon a successful Functional Check Flight (FCF) by the USN 100% compliance.

Less than 100% compliance may result in a Contractor reduced payment of $5,000 or 1% of the delivery order negotiated invoiced amount, whichever is greater.

Return to Service 13.2

Upon completion of the Depot activity, the Contractor shall complete a comprehensive review and verification of approved work performed during the aircraft visit. The Contractor shall provide the USN aircraft, engine, and component logbooks to the Government representative for review of appropriate entries. The Contractor shall ensure the appropriate Government representative signs an entry in the USN aircraft logbook certifying inspection and configuration status of the aircraft 100% compliance.

O-level or line maintenance discrepancies corrected and billed to the Government are authorized in advance and in written by the CO or IPT DAPML prior to the work effort.

Upon completion of the Depot activity, the Contractor shall complete a comprehensive review and verification of approved work performed during the aircraft visit. The Contractor shall provide the USN aircraft, engine, and component logbooks to the Government representative for review of appropriate entries.

The Contractor shall ensure the appropriate Government representative signs an entry in the USN aircraft logbook certifying inspection and configuration status of the aircraft compliance. Less than 100% compliance may result in a Contractor reduced payment of $5,000 or 1% of the delivery order negotiated invoiced amount, whichever is greater.

O-level or line maintenance discrepancies were repaired without prior CO or IPT DAPML written authorization.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Scheduled Depot Level Maintenance

13.8 100% Compliance. The Contractor shall deliver aircraft from depot maintenance to the Government with no more than ten (10) minor defects, no Major defects, and no Critical defects attributed to the Contractor.

Less than 99% compliance may result in the Contractor incurring a reduced payment of $2,500 or a 1% reduction on the invoiced delivery order, whichever is greater.

Post Depot Functional Check Flight

13.10 Successful functional check

flight in no more than two flights. Discrepancies identified are NOT related to depot work performed.

Discrepancies related to a Depot task card affected system are discovered during FCF. Additional FCF, if required, will be at “NO

ADDITIONAL CHARGE”

to the Government.

Strip and Paint

*for paint discrepancies (e.g. runs, blistering, peeling, fish eyes, bubbling, particles, orange peel, hazing, pin holes, overspray, etc.)

13.11

Paint discrepancies which are discovered during the Government acceptance inspection, that require rework/ repaint/ touchup and are fixed within turn-around time (TAT)

Paint discrepancies which are discovered during the Government acceptance inspection, that require rework/ repaint/ touchup and are fixed outside of the turn-around time

(TAT)

Drop-In Maintenance 15.0 The Contractor notifies the Government of POA&M and estimated costs within 7 days after KO notification.

The Contractor notifies the Government of POA&M and estimated costs in greater than 7 days after KO notification.

Contractor Depot Field Team

16.0 The Contractor notifies the

Government of its planned action within eight hours after the KO provides written or verbal notification of the requirement.

The Contractor notifies the Government of its planned action later than eight hours after the KO provides written or verbal notification of the requirement.

Enclosure (2) Performance Metrics 13 January 2020

Performance Metric

PWS

Para.

Satisfactory Performance Marginal Performance

Over-And-Above Work 30.0 The Contractor’s initial proposal for Over and Above work efforts shall be accurate complete and submitted within three days of discovery. The proposal shall include supporting documentation for the Government to make price reasonableness determinations in accordance with FAR Part 12.

Contractor proposal for O&A work efforts are submitted in greater than three days of discovery.

Wide Area Workflow Payment Instructions

DFAR

252.23 2-7006

The Contractor shall submit accurate payment request and supporting documentation no later than 45 days after completion of services or receipt of products.

The Contractor shall submit accurate payment request and supporting documentation no later than 90 days after completion of services or receipt of products.

*These calculations apply to FULL MISSION CAPABLE MOBs for Line Maintenance

NMCM % = (TOTAL NMCM HOURS/ TOTAL EIS HOURS) X 100

NMCM: Reflects the percentage of all aircraft assigned to a unit, based on total accumulated EIS hours during a reporting period, which were not capable of performing any mission due to maintenance.

PMCM % = (TOTAL PMCM HOURS/ TOTAL EIS HOURS) X 100

PMCM: Reflects the percentage of all aircraft assigned to a unit, based on total accumulated EIS hours during a reporting period, which were capable of performing at least one, but not all missions, due to maintenance.

Mission capability percentages are computed using accumulated EIS, EOS, and SCIR hours during a reporting period. EIS is Equipment In Service and is (NUMBER AIRCRAFT) X (DAYS IN MONTH) X (24 HOURS), EOS is Equipment Out of Service and is those aircraft which are "OUT" of material condition reporting status and are reported in an inventory status code other than A, and SCIR is Subsystem Capability Impact Reporting.

Enclosure (3) C-40A Surveillance Checklist

Enclosure (3) C-40A Surveillance Checklist

Enclosure (4) Customer Complaint Record

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

PERFORMANCE ASSESSMENT REPORT (PAR)

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

1. CONTRACT/TASK

ORDER NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR)

SIGNATURE AND DATE

5. COR

6. SUSPENSE

DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL

BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS

PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF

DEFICIENCY BOX WAS CHECKED)

10. DETAILED PERFORMANCE

ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED

COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF

RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

PERFORMANCE ASSESSMENT REPORT (PAR)

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

1. CONTRACT/TASK

ORDER NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR)

SIGNATURE AND DATE

5. COR

6. SUSPENSE

DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK

ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS

PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY

(IF DEFICIENCY BOX WAS CHECKED)

10. DETAILED PERFORMANCE

ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED

COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION

OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED

DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

CORRECTIVE ACTION

REQUEST

1. Date (MM/DD/YY) 2. Reference Number (CAR Number)

Click or tap to enter a date.

Obtain from GGFR

3. To (Contractor) 4. From (Government Representative)

5. CAR Level (Select from drop down)

Choose an item.

6. Severity (Select from drop down)

Choose an item.

7. Contract/Task Order Number(s)

8. Contractual Requirement Reference

9. Description of the Nonconformity

10. Date of Issue

Click or tap to enter a date.

11. Due Date for Contractor Response (45 days from issue)

Click or tap to enter a date.

It is requested that a reply as to the corrective action(s) taken be submitted by the date shown in block eleven (11). In the event corrective action(s) cannot be finalized by that date, request date same will be concluded. A separate area has been provided for your reply. In addition, continuation sheets and other documents may be accepted.

Please refer to the reference number in block 2 on all communications related to this matter.

12. Issued by (Government Representative)

Name (Typed/Printed) Title/Position Signature

CORRECTIVE ACTION

REQUEST (continued)

12. Date (MMDDYY) 13. Reference Number (See block 2)

Click or tap to enter a date.

Obtain from GGFR

14. Root cause(s) of the nonconformity

15. Action taken to correct the specific nonconformity

16. Action(s) taken or planned to eliminate the cause(s) and prevent recurrence of the nonconformity

17. Are other products affected, including those already delivered? (Y/N) If so, briefly explain.

18. Action taken to correct the situation which allowed nonconformity to exist.

19. Target date for implementation:

Click or tap to enter a date.

20. Contractor Representative

Name (Typed/Printed) Title/Position Signature

21. Statement of verification and evaluation of contractor action(s) (To be completed by Government Representative)

22. Verified by (Government Representative)

Name (Typed/Printed) Title/Position Signature

23. Statement of follow-up action, when/if necessary