QASP - L&DC Final.pdf

Quality Assurance Surveillance Plan (QASP) Laundry and Dry Cleaning (L&DC)

W91247-15-D-0001 Fort Bragg, NC

26 November 2019

Mr. Abelardo C. Lopez Jr. Mrs. Sandra Harris Contracting Officer Contracting Officer Representative Mission & Installation Contracting Command Army Field Support Battalion Bragg (MICC) (AFSBn-Bragg) Fort Bragg, NC Fort Bragg, NC

1. Overview

2. Description of Services

3. Roles and Responsibilities

4. Contract Quality Requirements

5. Surveillance Approach and Procedures

6. Non-Conformance Performance……………………………………………………12

7. Data Analysis

8. Acceptance of Services

9. Monthly COR Activity Report

10. Contractor Manpower Reporting (CMR)

11. Contractor Performance Assessment Reporting System (CPARS)

12. Combating Trafficking In Persons (CTIP)

13. Quality Assurance Surveillance File …………………………………………….15

14. Continous Improvement Opportunity

15. Special Audits

16. High Risk and Critical Operational Requirements

17. Document Revision History……………………………………………… ……….17 Appendix 1 - Surveillance Checklist and Schedule Appendix 2 - Continous Improvement Opportunity Report .....…………………….. 25 Appendix 3 - Corrective Action Report Appendix 4 - Customer Complaint Log Appendix 5 – Customer Complaint Form Appendix 6 – Monthly StatusReport Example……………………………………...…30 Appendix 7 – Contract Discrepancy Report (CDR) Appendix 8 – Performance Assessment Report Appendix 9 – Performance Summary Report (PRS)

Quality Assurance Surveillance Plan

(QASP)

Laundry and Dry Cleaning (L&DC)

1. OVERVIEW

1.1. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the government will use to insure it receives the services under the contract as identified in Performance Work Statement (PWS). This plan will focus on the level of performance required by the PWS and is designed to provide an effective surveillance method of monitoring contractor performance. The QASP provides a systematic method to evaluate the services the contractor is required to furnish and to monitor contractor’s Quality Control Plan (QCP).

1.2. In this contract the QCP is the driver for product quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the Contractor to success. Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

1.3. The intent of this plan is to hold the Contractor accountable for quality control and to encourage the Contractor to take appropriate steps to control and improve quality. The Contractor is responsible to develop an efficient methodology to ensure they meet and/or exceed the required thresholds of service as outlined in this acquisition. The Government intends to perform surveillance on this contract in accordance with this QASP, but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure that the rendered services conform to contract requirements. The Government reserves the right to perform quality assurance at the subcontract level and perform quality assurance at the contractor's place of business, if applicable. Non-conforming services discovered with subcontractors will be addressed with the prime contractor for resolution.

1.4. This plan will provide the Contracting Officer (KO) and the Contracting Officer Representative (COR) with a proactive way to avoid unacceptable or deficient performance, and provide verifiable input for the required performance report via the Contractor Performance Assessment Reporting System (CPARS), https://cpars.csd.disa.mil/cpars/app/home.do.

1.5. The QASP is a tool; therefore, it remains a living document through the contract and/or task order performance period. Upon approval of the Contracting Officer (KO), unilateral changes to the QASP may be made as needed. The Contractor does not have to be made aware of planned revisions. The entire QASP is not part of the contract. While certain portions such as performance objectives, maximum allowable degree of deviation from requirement the Acceptable Quality Level (AQL), and method of surveillance may be part of the Performance Work Statement (PWS), the surveillance calendar, schedule, and frequency of surveillance and inspection are not.

1.6. The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The Contractor’s QCP is the driver for service or product quality. The Contractor’s quality control plan must be detailed, containing a systematic approach to monitor daily operations of key and essential functions for providing quality service to the Government. The KO will initially approve the Contractor’s QCP determining if the plan adequately covers all major PWS requirements. The COR will monitor the plan and will recommend any changes required to those plans to accommodate local Standing Operating Procedures (SOP), problem areas, and/or mission requirements. The Contractor shall develop a comprehensive program of inspections and monitoring actions. The role of the Government is quality assurance, to monitor the effectiveness of the Contractor’s quality control plan and to ensure contract standards are achieved.

1.7. The QASP is a Government-developed document used to determine if the Contractor's performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

(a) What will be monitored?

(b) How monitoring will take place?

(c) Who will be conduct the monitoring?

(d) How monitoring efforts and results will be documented?

1.8. The Contractor is responsible for implementing and delivering performance that meets contract standards using its QCP. The QASP provides the structure for the Government's surveillance of the Contractor's performance to assure that it meets contract standards. It is the Government's responsibility to be objective, fair and consistent in evaluating contractor performance. The QASP is not part of the contract nor is it intended to duplicate the contractor's quality control plan.

2. DESCRIPTION OF SERVICES

2.1. Mission: The Army Sustainment Command (ASC) has provided or made available, L&DC services to clean and press textiles, garments, linens, OCIE and food service, maternity and medical whites for active or reserve components at a direct or reimbursable cost. L&DC operations are primarily governed by Army Regulation (AR) 210-130, Laundry and Dry Cleaning Operations, dated 22 February 2005 and Department of the Army, (DA Pam) 210-9, Laundry and Dry Cleaning Operation Procedures, dated 15 March 2002. ASC provides manpower and contracts for L&DC at specific installations, both CONUS and OCONUS. The installation’s L&DC facility provides pick-up and drop off services for laundry and dry cleaning services to include direct exchange of linen and soiled rags; this facility is not an issuing point for linen. All other services will be performed at the contractor’s designated location) in accordance with (IAW) environmental OSHA/host nation, and other applicable regulations and policies. To include manpower authorizations, contracts, dry cleaning and laundry specific and support equipment and the associated costs to provide or make available laundry and dry cleaning services to clean and press textiles, garments, linens, and other fabrics for Active and Reserve components. The L&DC also provides Individual Piece Rate (IPR) and Cash Bundle Services (CBS). These services require a cash payment at the time of pick-up and are not included in the monthly invoicing.

2.2. Scope of Work: The Contractor will provide all management, supervision, personnel, and supplies to operate the L&DC Facility as listed in the PWS. The Contractor will be responsible for the daily operations of the facilities identified in the PWS. The Contractor will operate the facility in accordance with all Federal, State, and local laws and regulations governing environmental protection, labor, and all other laws or regulations pertinent to the performance of the terms of this contract. The Government reserves the right to randomly select items for comparison to local establishments’ prices at any given time. The Contractor will provide each employee with an identification badge to be worn daily (Contractor’s and Individual’s Name will be listed). The Contractor will ensure that the facility is organized and presents a neat appearance. The Contractor will adhere to the hours of operation listed in the PWS. The Contractor will maintain an on hand inventory of all linen and rags for direct exchange. These items will be furnished by the Government. The Contractor will be responsible for properly marking, identifying, and providing accuracy of all laundered items received. The Government reserves the right to randomly verify the number and type of articles received for accuracy. The Contractor will become responsible for all items received until they are returned to the customer. The Contractor will inspect all items that are received for serviceability and acceptability. All items that are deemed unserviceable, unacceptable, and cannot be safely laundered (colorfast items, blood stained, shrink potential, dry clean only items) will be returned to the customer without processing. The Contractor will notify the customer immediately; this will be annotated on the laundry ticket (DA Form, 1974/DA 2741/DA 2886). The Contractor will ensure that the appropriate forms are accurately prepared by the customer to include all pertinent contact information.

The Contractor will ensure that the customer inspects items prior to leaving the facility. The Contractor will be responsible for all items damaged or lost while in their possession and account for them IAW the PWS (paragraph 5.11.). Items identified by the customer as unsatisfactorily cleaned or pressed will be re-laundered IAW the PWS (paragraph 5.10.1). The Contractor will resolve all customers’ complaints in a timely manner. The Contractor will prepare a monthly abstract report for laundered services IAW the PWS (paragraph 5.5.); monthly reports are due NLT the tenth (5th) of each month. The Contractor will conduct a quarterly inventory (paragraph 3.6.6.) Government Furnished Property/Equipment listed in the PWS (paragraphs 3.6.3.). Results of inventory will be forwarded to the Property Administrator and the COR within three (3) business days of completion; COR will load the results in the CORT Tool. The Contractor will ensure that there is an employee at the service counter to assist the customer at all times. The Contractor will be responsible for maintaining the grounds within 50 feet IAW the PWS (paragraph 5.9.). The Contractor shall have a customer comment drop-box and customer comment cards available for customer feedback. The Contractor will give the keys to this box to the COR (PWS - paragraph 1.5.3.). The Contractor will focus on customer service, ensure that all customers are assisted in a timely manner and satisfied upon completion of their visit to the facility.

2.3. Contract Type: Firm Fixed Price, no-cost, requirements agreement between the Government and the Contractor. Contract Performance Period: 1 January 2020 through 31 December 2020, Base plus 4 options) for the operations of the Post Laundry and Dry Cleaning Facility located in Building 2055, on the corner of Woodruff and Sturgis Street, Fort Bragg, NC.

2.4. Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

3. Roles and Responsibilities The following personnel shall oversee and coordinate surveillance activities:

3.1. Government Personnel

Contracting Officer (KO) - A person duly appointed with the authority to enter into, administer and terminate contracts on behalf of the Government. The KO is the only person who can legally commit the Government and only the KO, as the Government’s agent, can modify the contract/order. The KO is the final authority for determining the adequacy of the Contractor’s performance. KO decisions arising under or relating to the contact are final.

Assigned KO: Mr. Abelardo C. Lopez Jr.

Organization or Agency: MICC Telephone: 910-643-7350 Email: Lopez, Abelardo C Jr CIV USARMY ACC MICC (US) abelardo.c.lopez.civ@mail.mil

Contracting Officer’s Representative (COR) – COR is an employee of the U.S.

Government provided by the Requiring Activities (RA) and appointed by the Contracting Officer (KO) to perform specific technical and administrative functions within the scope and limitations of their written delegation (e.g., surveillance of Contractor’s performance, accept services). He/she is responsible for preparing the PWS and Performance Requirements Summary (PRS), Quality Assurance Surveillance Plan (QASP). The COR is not empowered to make any contractual commitments or authorize any changes to the order/contract or in any way obligate additional funds by the Government; such authority rests solely with the KO.

Assigned KO: Mrs. Sandra Harris Organization or Agency: AFSBn-Bragg Telephone: 910-907-0649 Email: sandra.l.harris.civ@mail.mil

Contract Administrator – The official Government representative delegated authority by the Contracting Officer to administer a contract. This individual is normally a member of the appropriate Contracting/Procurement career field and advises on all technical contractual matters.

Assigned KO:

Organization or Agency: MICC Telephone:

Email:

Alternate COR (ACOR) - is an employee of the U.S. Government provided by the Requiring Activities (RA) and appointed by the Contracting Officer to provide additional surveillance personnel in monitoring and documenting the Contractor’s performance.

Assigned KO: Mr. Darryl Larry Organization or Agency: AFSBn-Bragg Telephone: 910-396-2224 Email: darryl.e.larry.civ@mail.mil

AFSBn-Bragg Contract Manager - The Contract Manager has overall responsibility for ensuring the Government estimate, and funds for specific service contracts have been completed. His/her general responsibilities include:

reviewing the PWS and Performance Requirements Summary (PRS), Quality Assurance Surveillance Plan (QASP) and obtaining KO coordination of the final product, and ensuring other personnel in contact with the contractor’s personnel maintain a contractual working relationship that avoids actual or perceived conflicts of interest. The Contract Manager 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 KO for action.

Assigned PM: Mr. Christopher Allen Organization or Agency: AFSBn-Bragg Telephone: 910-908-2791 Email: christopher.e.allen8.civ

Property Administrator (PA) – An authorized representative of the Contracting Officer appointed in accordance with agency procedures responsible for administering the contract requirements and obligations relating to Government property in possession of a Contractor.

Assigned KO:

Organization or Agency: MICC Telephone:

Email:

3.2. Contractor Personnel:

Program Manager (PM) – Responsible for running complex programs and projects. Supervises the project team and manages conflicts within different departments. Plans and sets project goals and milestones and develops risk management strategies. Defines resources and schedules for the implementation of the program. Clearly defines requirements and sets targets accordingly.

Recognizes areas for internal improvement and develops plans for implementing the improvements.

Facility Manager – Responsible for the daily operations of the pick-up and drop-off facility located on the installation. Facility Manager shall have full authority to act on behalf of the Contractor on all contract matters relating to daily operation of this contract.

Name Title Phone e-mail Contractor Facility Manager 910-436-3990 NA Asst Manager 910-396-7143 NA

4. CONTRACT QUALITY REQUIREMENTS

4.1. Quality Control Program (QCP). Paragraph 1.6.2.1. (PWS) requires the contractor to establish a QCP. The contractor shall establish, through an independent function, a quality program that encompasses all aspects of the contract and is implemented by the QCP. QCP will be forwarded to the KO/COR within thirty (30) days on contract award.

4.2. Government Quality Assurance. The Government will perform Quality Assurance oversight of the Contractor and Contractor’s QCP IAW with this QASP to ensure acceptable levels of contract performance are achieved and that the contractor is performing acceptable levels of Quality Control to ensure fully acceptable services are provided.

5. SURVEILLANCE APPROACH AND PROCEDURES

This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

5.1. Purpose: This section details the method to be used in verifying contractor compliance with the contract requirements. The key elements of this process are the contractor’s QCP and government identified critical Performance Requirements (PRS). The critical requirements, dictating the tasks, standards, and method of surveillance can be found in the PRS. This QASP provides the procedures on how to conduct these inspections.

5.2. Contract Surveillance: The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR's contribution is their professional, non-adversarial relationships with the KO 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 the Contractor’s 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 is responsible for a wide range of surveillance requirements that effectively measure and evaluate the Contractor's performance. Additionally, this QASP is based on the premise that the Contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

5.3. Surveillance Approach: To facilitate the surveillance of the Contractor’s QCP, Government personnel will verify Contractor’s compliance with designated performance requirements. The PRS summarizes the standards for acceptable performance. Failure to meet standards may trigger action taken by the Government in accordance with FAR 52.246-4, Inspection of Supplies—Fixed- Price.

5.4. Methods of Surveillance include but are not limited to:

5.4.1. 100% Inspection - This is a method whereby all outputs of a particular service output are monitored. What distinguished 100% inspection is that all services of a particular area are inspected because these areas are of such critical importance and high risk that Contractor nonperformance would pose a direct risk to mission failure or consequence of failure is high (i.e. life or limb are threatened).

5.4.2. Random Sampling - When a service is performed relatively frequently and a statistically valid sample can be selected for audit. This is the most appropriate method for frequently recurring tasks. Random sampling is a method whereby some part, but not all of Contractor performance in an area is evaluated. What distinguishes it as random sampling is that each service output (lot) has an equal chance of being selected for inspection. In this manner, the Supporting COR need only make a few observations from which to project the quality of the entire lot. The Government through its COR will monitor the Contractor’s compliance on a continuous basis in areas surveyed by random sampling.

5.4.3. Periodic Sampling - Planned sampling of a service at specific predetermined dates and times. May be appropriate for tasks that occur infrequently.

5.4.5. Customer Feedback – Not necessarily a valid method of surveillance but a good indicator for areas surveillance should be conducted or intensified.

However customer feedback can be in any form, verbal or written but no matter the format the COR will maintain a record of the feedback positive or negative.

For customer feedback or complaints it is recommended that the Customer Complaint Record DA Form 5477 http://armypubs.army.mil/eforms/pdf/A5477.PDF be used.

5.4.5.1. If immediate response to a complaint is required, the COR will provide the response to the requester as soon as practical.

5.4.5.2. The COR will conduct an investigation to determine the validity of any negative comments received.

5.4.5.3. If the negative comment is determined not to be valid, if possible, the COR will inform customer of the reason(s) as soon as practical.

5.4.5.4. For validated negative comments that are true contractual non-conformances see paragraph 6.1. If this non-conformance is a more serious (systemic in nature) deficiency or recurring deficiency that could indicate a trend the COR should see paragraph 6.2.

5.4.5.5. The COR will follow up with the customer of the corrective action taken by the contractor, if applicable.

5.5. Surveillance Procedure: The COR will conduct periodic and monthly evaluations against the performance measures listed in the PRS. The COR will utilize the Surveillance Activity Checklist (see attachment 1). Evaluations will be to the extent practical to assure the contractor provides quality services IAW the requirements of the contract.

5.5.1. The COR will notify the Contractor each time an unacceptable observation has been recorded and ask the Contractor to correct the problem. The COR will record the contract requirement, the specific deficiency to the requirement, the date and time it was discovered, and have the Contractor initial the entry. A Contract Discrepancy Report (CDR – DA Form 5479) will be used whenever necessary in the administration of the contract to formally document unacceptable performance. The COR will initiate a CDR (complete the form and attach the supporting documentation), forward it to the KO for review/approval.

The Contractor will be given two working days after formal notification to correct the deficiency in accordance with requirements of the contract. Deficiencies that cannot be corrected within two working days will be reported to the Contracting

Officer. If the Government is responsible for any discrepancies, these will not be counted as deficiencies on the part of the Contractor but shall be kept on file as part of the official audit trail.

5.5.2. The COR will re-examine services that were found deficient. Failure to complete corrective actions will be reported immediately to the KO for further action. If on-the-spot corrections to the noted deficiencies are made, they should be noted in the “Remarks” section of the checklist and/or work sheets, showing the time and date of the correction.

5.5.3. If at any time the COR receives indicators (e.g., valid customer complaints or notes Performance Standards are not being met) that the Contractor’s performance is less than acceptable, the COR will investigate to determine if this is a onetime issue that has been promptly corrected, or if the discrepancy is systemic in nature. If the issue is determined to be an isolated occurrence, the COR will continue with scheduled monthly evaluations. If the issue is recurring and systemic in nature, the COR will report these finding to the KO for further action. The COR will attach the reports to the monthly report and upload it in the CORT tool.

5.6. Surveillance Standard: The Performance Standard set forth in the PWS and PRS are the standards the Contractor must meet for services to be deemed acceptable. Generally, under commercial services contracts, the Government is relying on the Contractor’s assurances that the services conform to contract requirements. In no case shall the Government’s right to inspect services under the inspection provisions of the contract be prejudiced.

5.6. Monthly Surveillance Schedule: The COR will develop a monthly schedule of surveillance activities based on the Performance Standards as outlined in the PRS (attachment 8) as well as any other critical contractual requirements determined to be higher risk requiring oversight. The surveillance outlined in the monthly schedule will be as detailed and in-depth as necessary to provide the Government with the objective quality evidence required to support acceptance of the services provided by the Contractor. The schedule will provide planned periodic surveillance during all required hours of the Contractor’s operation. The schedule is “FOR OFFICIAL USE ONLY” and is not releasable to anyone other than authorized Government personnel. The schedule will identify the method of surveillance, the date of inspection, place of inspection, activity to be monitored, and who will conduct the surveillance (dates and times can be altered without a formal change to the schedule as long as all inspections are performed). The DA Form 5475-R (COR Surveillance Schedule) http://armypubs.army.mil/eforms/pdf/A5475.PDF may be tailored to be used for this purpose. The monthly schedule will be completed no later than seven calendar days prior to the beginning of the period it covers and a copy forwarded to the KO for information and review( Scheduled dates are subject to change due to mission requirements).

5.7. Inspection Instructions/Checklists: The COR will develop inspection instructions/checklists for all planned inspections which may require special instructions on how to perform the inspection, what observations should be made with specific details of what to look for acceptable performance. The Surveillance Activity Checklists, DA Form 5476 http://armypubs.army.mil/eforms/pdf/A5476.PDF may be tailored to be used for this purpose.

5.8. Documentation of Inspections: All inspections/observations will be documented and will include as a minimum date and time, who performed the inspection, what was inspected, to what standard and the results. Successful or exceptional performance will be documented as well as deficiencies in Contractor performance. Documentation will be maintained for future reference, audit, and proof of inspection and past performance documentation. The Tally Checklist DA Form 5481 http://armypubs.army.mil/eforms/pdf/A5481.PDF may be tailored to be used for this purpose.

5.9. Documentation of Meetings: The COR must maintain records documenting all telephone calls, e-mails, and other correspondence between the COR, the contractor, the contracting officer, and other personnel relating to contract performance and any resulting actions. The COR will within one business day prepare a Memorandum for Record (MFR) of meetings held in regards to the contract. The MFR will include the reason for the meeting (routine, scheduled, special, etc.). At a minimum, the MFR will include the following information: Date and time held, who was present from the government and the contractor, topics discussed and any resolutions, specific findings or observations. The MFR will be signed by the COR and uploaded into the miscellaneous document area of the CORT Tool at https://wawf.eb.mil

6 NON-CONFORMING PERFORMANCE

6.1. Non-Conforming Performance: Non-conformance occurs when a Contractor fails to meet Contract or Task Order terms, conditions and/or specifications. All instances of non-conformance will be documented and the Contractor will be notified. Resolution of non-conformance discovered at the Subcontractor level will be addressed with the prime Contractor. Non-conformance is classified as either: Level I (Minor); Level II (Major); or Level III (Critical).

6.1.1. Level I (Minor). Level I non-conformance is not likely to materially reduce the usability of services for their intended purpose or is a departure from established standards having little bearing on completing the contract requirement. Minor non-conformances can usually be corrected on the spot and can be issued to the Contractor through either a verbal or written Contract Discrepancy Report (CDR). However, the Government is still required to document verbal Level I CDRs. The COR may issue verbal Level I CDRs directly to the appropriate level of Contractor management. The COR will notify the KO as soon as practical when a verbal Level I CDR is issued and document them in their Monthly Reports. If the non-conformance cannot be corrected on the spot, the Contractor shall be given a suspense date to correct the deficiency. The KO will issue and sign written Level I CDRs, Attachment 5.

6.1.2. Level II (Major). Level II non-conformance is likely to result in failure of the services to meet contract requirements. Also, repeated discrepancies, a large number of documented Level I CDRs and trends indicating failure of the Contractor’s quality control program can be classified as Level II CDRs. The KO issues all Level II CDRs in writing, using the DA Form 5479-R, Contract Discrepancy Report http://armypubs.army.mil/eforms/pdf/A5479.PDF. The COR will notify the KO as soon as practical when a major non-conformance is identified.

6.1.3. Level III (Critical). Level III non-conformances result in hazardous or unsafe conditions due to the manner in which the services are performed;

prevent or impact a vital agency mission as a result of performance; or are for repeated or uncorrected Level II CDRs. The Contracting Office Director or Deputy Director issues written Level III CDRs, using the DA Form 5479-R, Contract Discrepancy Report http://armypubs.army.mil/eforms/pdf/A5479.PDF.

The COR is responsible for notifying the KO immediately upon discovery of a critical non-conformance.

6.2. Documenting CDRs. Documentation, as a minimum, will include: the Contract or Task Order number; reference to the specific contract requirement;

the specific discrepancy to the requirement; where it was discovered; the date and time it was discovered; Contractor representative who was notified; and the suspense date for Contractor response/ corrective action.

6.3. The COR will notify the Contractor, in person, each time an unacceptable observation has been recorded and ask the Contractor to correct the problem or re-accomplish the service. All valid non-conformances observed by the Government will be documented! The COR will record the contract requirement, the specific deficiency to the requirement, the date and time it was discovered, and have the Contractor initial the entry. The Contractor will be given a time line after notification to correct the deficiency in accordance with requirements of the contract. Deficiencies that cannot be corrected within the identified time line will be reported to the Contracting Officer. Again the Tally Checklist DA Form 5481 http://armypubs.army.mil/eforms/pdf/A5481.PDF may be used for this purpose.

The CDR will be signed by the COR and uploaded into the monthly status report area of the CORT Tool at https://wawf.eb.mil.

7 DATA ANALYSIS

Data Analysis will be performed to identify trends in cost, schedule and/or performance risks. The results of Data Analysis will be documented in COR Status Reports and may be used to make adjustments to surveillance schedules, increase or decrease surveillance, if deemed appropriate. Negative trends noted using Government data/observations could result in issuing the Contractor a Contract Discrepancy Report. Trends noted using Contractor data will not result in a CDR unless the Contractor is not addressing the negative trend.

8 ACCEPTANCE OF SERVICES

When all services have been deemed acceptable and there is documented objective quality evidence to support acceptable performance the COR will accept the services provided and authorize payment upon satisfactory completion of the work. This is done by approving the Contractor’s invoice in Invoicing, Receipt, Acceptance, and Property Transfer (iRAPT) – https://wawf.eb.mil/.

9 MONTHLY COR ACTIVITY REPORTS AND INSPECTIONS

COR Status Reports will be submitted by the 10th of each month to the Contracting Officer via the CORT Tool at https://wawf.eb.mil. COR Status Reports will provide a synopsis of the Contractors performance for the inclusive dates of the report. The synopsis will contain a summary of: surveillances performed; Customer Feedback, if any; CDRs, if any; an analysis of the Contractors performance; recommended adjustments to surveillance schedules;

and any other pertinent contract information.

10 CONTRACTOR MANPOWER REPORTING APPLICATION (CMRA)

In accordance with Office of the Secretary of Defense Memorandum, Enterprise-wide Contractor Manpower Reporting Application, dated 28 Nov 2012, the Contractor must report contractor manpower to the Contractor Manpower Reporting website at https://cmra.army.mil. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. The COR shall verify that the Contactor has complied with the required contractor manpower reporting annually.

11 CONTRACTOR PERFORMANCE ASSESSMENT REPORTING SYSTEM

(CPARS)

Documented surveillance data (COR Status Reports, Completed Surveillance Checklists, Customer Feedback and CDRs, if any) will be used to support CPARS ratings. CPARS will be completed in accordance with AFARS, Subpart

5142.15 – Contractor Performance Information. CPARS will be accomplished annually or at the end of a Task Order whichever occurs first.

http://www.cpars.csd.disa.mil/cparsmain.htm

12 COMBATING TRAFFICKING IN PERSONS (CTIP)

The United States Government has a “zero tolerance” policy against human rights abuses. All U.S. Defense contractors must treat employees fairly, domestically and abroad consistent with FAR 52.222-50 Combating Trafficking in Persons. If at any time the COR or QAE suspects a trafficking in persons violation they are to report it to their contracting officer and call or email the (within the U.S. 800-424-9098 or 703-604-8799); Outside the U.S. 00-1-703-604- 8799; email hotline@dodig.osd.mil).

13 QUALITY ASSURANCE SURVEILLANCE FILE

13.1. The official COR File will be maintained in the on-line CORT Tool at https://wawf.eb.mil. The COR file shall contain the following as applicable:

(a) Copy of the COR designation letter from the KO, any changes to that letter, and any termination letters.

(b) Training Certifications for COR and refresher training.

(c) Copy of the applicable Quality Assurance Surveillance Plan (QASP).

(d) Copy of the contractor’s Quality Control Plan (QCP).

(e) All correspondence initiated by authorized representatives (Contractor or Government) concerning performance of the contract.

(f) Names, position titles and contact information of all key personnel assigned to this contract both Government and Contractor.

(g) Monthly surveillance schedules.

(h) Monthly surveillance checklists.

(i) Records of all inspections performed and the results.

(j) Customer Feedback.

(k) Memoranda for record of minutes of any meeting, emails, telephone conversations and discussions with the contractor or others pertaining to the contract or contract performance.

(l) Documentation pertaining to acceptance of services, reports or data.

14 CONTINUOUS IMPROVEMENT OPPORTUNITY

If the contractor receives continuous low ratings in a particular area or a high percentage of low ratings within one Functional Area, the COR may provide feedback to the contractor through the Continuous Improvement Opportunity form, that is submitted by the COR after consulting with the KO. This form makes the contractor aware of the problem(s) and allows the contractor an opportunity to correct the deficiency before it becomes worse or affects past performance ratings. This feedback to the Contractor’s Program Management identifies an area not meeting full performance and should quote the specific PWS/PRS requirement and what is deficient. Low ratings within one Functional Area observed during the course of the surveillance will require contractor corrective action.

15 SPECIAL AUDITS

The COR should be constantly alert to conditions that would warrant a special quality audit. If government personnel have direct or indirect evidence a functional area is out of acceptable tolerances or repeated efforts to correct a deficiency is not working, a request for a functional area quality audit should be raised thru the Contracting Officer.

16 HIGH RISK AND CRITICAL OPERATIONAL REQUIREMENTS

16.1. Performance Requirements Summary (PRS). The Performance Requirements Summary (Reference PRS from contract) provides a list of the contractual requirements that will be verified as contractually compliant by government personnel. The requirements are arranged according to the associated functional area they are associated with. Any functional areas without critical requirements are omitted. Surveillance of any functional area that does not have critical requirements will be accomplished through surveillance by the quality manager of the contractor’s QCP that encompasses all areas of the contract.

16.2. For services not included in the PRS, government quality assurance actions and remedies applied against deficiencies, errors, and omissions found during surveillance will be assessed according to requirements contained in the PWS. The absence from the PRS of any Contract requirement shall not detract from its enforceability or limit the rights or remedies of the Government under any other provision of the Contract, including the PWS.

16.3. The contractor will be evaluated on each performance measure using the following scale (reference CPARS website for additional guidance at https://www.cpars.csd.disa.mil/

Rating Contract Requirements Problems Corrective

Actions

Exceptional

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

Few Minor Highly Effective

Very Good

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

Some Minor

Effective

Satisfactory

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

Some Minor

Satisfactory

Marginal

Performance does not meet some contractual requirements.

The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions.

The contractor’s proposed actions appear marginally effective or were not fully implemented.

Recover Still

Possible

Marginally Effective; Not

Fully Implemented

Unsatisfactory

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

Recovery Not Likely

Ineffective

17 DOCUMENT REVISION HISTORY

This QASP is a living document and, as such, may be changed as needed based on Data Analysis (trends), contract modifications, etc. The COR will send any recommended changes to the Contracting Officer for approval and the Contracting Officer must approve all changes.

Version

Effective Date Originator Summary of Changes

1.0 4 April 2016 ASC Original Document

2.0 23 April 2018 Sandra Harris Aligned verbiage with Mission and

Installation Command, Fort Bragg, NC and the Army Standard Command, Rock Island, IL templates for Non- Conformance, Data Analysis, Monthly COR Activity Report, CMR and section

14 CPARS.

3.0 9 May 2018 Sandra Harris Complete requested corrections from MICC QAE , and change organization name from HQ 406th LRC to Army Field Support Battalion Bragg (AFSBn-Bragg)

4.0 14 March 2019 Sandra Harris Minor corrections and updates

5.0 16 August 2019

Sandra Harris

Minor corrections and updates

6.0 4 September 2019 Sandra Harris Update to para 5.1(b&c) to reflect ASC’s policy for GFSU cleaning.

7.0 26 November 2019 Sandra Harris Updates Requiring Activity POC and removed para 3.6.6(b) from PRS and Surveillance Checklist.

Attachment 1 - Surveillance Activity Checklists & Schedules Surveillance Checklist

Monthly Inspection: Post Laundry Services (W91247-15-D-0001)

Date of Inspection:____________________

Compliant with PWS Requirements

Task Standard Yes No N/A Comments

1.5. Customer Satisfaction .

1.5.2.

Did the Contractor receive a 90% or greater level of customer satisfaction based on comment cards and/or ICE comments during this surveillance period?

Did the Contractor receive any negative comment cards or ICE comments during this surveillance period?

Were the complaints addressed within twenty four hours (24) of notification?

1.6. General Information .

1.6.2.1.

Did the Contractor forward a copy of their QCP to the KO/COR within thirty (30) days of contract award.

1.6.5.

Did the Contractor provide a copy of their Property Control Plan (PCP) to the PA within thirty (30) days of contract award?

1.6.6.1.

Was the Contractor in compliance with hours of operation listed in PWS?

1.6.8.1(h).

Did the Contractor complete the monthly AIE report and forward it to the COR by the 5th business day of the month.

1.6.8.2.6.

Did the Contractor complete the monthly

SF 701?

1.6.14.1.

Did the Contractor employees have on identification badges, which displays their name and organization while performing work under this contract?

1.6.15.1.2.

Did the Contractor and employees complete the mandatory Anti-terrorism training within thirty (30) days of contract award and forward a copy of completion certificate to the COR within three (3) business days of completion?

1.6.19.3.

Did the Contractor provide a copy of their Safety Plan to the KO/COR within thirty

(30) days of contract award?

1.6.19.5.1.1(a)

Did the Contractor post their Building Evacuation Plan within thirty (30) days of contract award?

Is the Building Evacuation Plan posted where it is visible to the employees and customers?

1.6.19.5.1.1(c)

Did the Contractor appoint in writing a Primary and Alternate Fire Safety Marshall for the facility within 30 days of contract award?

Did the Contractor place a copy of the appointment letter in the Fire Safety Marshall Binder (FSMB)?

1.6.19.5.1.1(d)

Did the Contractor’s employee(s) complete the mandatory Fire Safety Marshall Class within 90 days of contract award.

Did the Contractor place a copy of the certificate of completion in the FSMB within three (3) business days of course completion?

1.6.19.5.1.1(e2)

Did the Contractor’s FSM conduct the monthly walk-through survey of the facility?

Did the Contractor place a completed copy of FB Form 6030-E in the FSMB by the tenth (5th) business day of each month?

1.6.19.5.1(e3)

Did the Contractor conduct a fire evacuation drill within thirty (30) days of contract award?

Did the Contractor conduct an annual fire evacuation drill?

Did the Contractor place a completed copy of FB Form 6030-2E in the FSMB within three (3) business days of

1.6.19.5.1.1(e4)

Did the Contractor complete FB Form 6003-E (Building Information Sheet) within ten (10) days of contract award?

Did Contractor place a copy of the form in the FSMB within three (3) business days of completion?

1.6.19.5.1.2.(b) Did The Contractor conduct an initial inspection of all fire extinguishers in the facility within thirty days (30) days of contract award and complete FB Form 6031-E?

Did the Contractor place a copy of the completed FB Form 6031-E in the FSMB?

Did the Contractor (Fire Safety Marshall) conduct the monthly inspection on all fire extinguishers in the facility?

Did the Contractor initial and date each service tag?

3 Government Furnished Property

3.6.3

Did the Contractor inventory and inspect all assigned GFP within ten (10) business days of contract award?

3.6.3(a)

Did the Contractor provide the PA with a written statement addressing the findings of the inventory/inspection of the GFP within three (3) business days of

5 Specific Tasks

5.1.

5.1.1.

5.1.2.

5.1.3.

5.1.4.

Did Contractor process and return laundered items to the customer within five (5) business days?

Did the Contractor fold and bundle linen IAW with quantities stated in PRS/PWS (10 sheets, 10 pillowcases, 5 mattress covers/pads, 5 bedspreads and 5 blankets)?

Did the Contractor maintain at the minimum, 50% stockage level of clean linen and clean rags to conduct direct exchange services?

Did the Contractor return food service uniforms on separate hangers and wrinkle free?

5.1.5.

Did the Contractor have to repair holes (1” or less), buttons, or zippers replace any item damaged while in his/her possession during this surveillance period?

Did the Contractor complete the repairs at no cost to the customer?

Did the Contractor annotate any pre-existing damages or missing items on the laundry ticket prior to processing?

5.1.6.

Did the Contractor list the Unit Code Number on laundry form for organizational items?

Did the Contractor have any items that were deemed unsafe to be laundered returned to the customer during this surveillance period?

Did the Contractor annotate the laundry form why the item had been deemed unacceptable?

Does the Contractor possess a valid DA Form 1687 for all organizational customers (Bulk and DX services) on file?

Did the Contractor ensure that the laundry form was completed accurately to include all pertinent information needed to contact customer if need be?

5.3.

Did the Contractor forward a copy of the UCL to the COR by the fifth (5th) business of each month?

5.4.

Did the Contractor forward a completed Invoice by the fifth (5th) business day of each month to the COR?

5.5.

Did the Contract forward the monthly abstract report to the COR by the fifth (5h) business day of each month Did the Contractor prepare a worksheet for each organization/activity and attach the appropriate laundry forms and forward them to the COR for validation NLT the fifth (5th) business day of the month?

5.5.1.

Did the Contractor apply monies to the correct accounts and CLINs?

5.6.1.

Did the Contractor verify the availability of funds through the COR for all reimbursable accounts prior to accepting their laundry?

5.7.

Did the Contractor have an employee at the service counter to assist the customer and ensure laundry forms are complete?

5.9

Did the Contractor maintain the grounds within (50) feet around the facility?

5.10.1.

Did the Contractor have to re-clean any items during this rating period?

Did the contractor annotate each re-cleaning on the laundry form?

5.10.2

Did the Contractor post signs visible to the customer upon entering the facility informing them to inspect laundered items prior to leaving facility within ten (10) days of contract award?

5.11.3

Did the Contractor have to settle a claim this month for damaged or lost items during this rating period?

Did the Contractor settle the claim within ten (10) business days?

Did the Contractor forward a copy of the claim to the KO/COR within three (3) work days of occurrence?

5.11.4 the customer upon entering the facility on the Complaints and Claims policy within ten (10) days of contract award?

5.13.1.

5.13.1.2.

Did the contractor have any unclaimed laundry this rating period?

Did the Contractor provide written notice to the customer at the end of the thirty

(30) days and forward a copy to the COR.

Did the Contractor return all OCIE to the CIF after ninety (90) days?

5.13.2.

the customer upon entering the facility on the Unclaimed Laundry policy within ten

(10) days of contract award?

5.14.

Did the Contractor post the Price Listings for Cash Sales (IPRs/CSBs) where they are visible to the customer upon entering the facility within three (3) days of contract award?

5.18.2

Did the Contractor forward the Contract Manpower Endstrength Report (CME) to the KO within ten (10) business days of the contract award?

5.18.2.1 Did the Contractor forward the monthly

AFSBn-Bragg CME report to the COR by the fifth 5th business day of month?

5.18.3.

Did the Contractor forward a monthly status report to the KO and COR no later than the fifth (5th) business day of each month.

Remarks:

Contractor has been briefed on the findings and observations that were noted during the monthly surveillance. Recommendations for areas that were found to be unsatisfactory will be corrected within five (5) business days and are subject to re-inspection. I have been briefed on the findings and observations of this monthly surveillance. All deficiencies will be corrected within five (5) business days from date surveillance was conducted. Corrective actions will be forwarded to the

COR.

COR: ______________________________________________ Date:______________ Printed Name Signature I have been briefed on the findings and observations of this monthly surveillance. All noted deficiencies will be corrected within five (5) workdays. Corrective actions will be forwarded to the COR. I further understand that the Government can re-inspect these areas at any time.

Name of Contractor Notified of Surveillance Findings/Observation: ______________________________________________ Date:______________ Printed Name

Signature

Annual Surveillance Schedule Annual Surveillance Schedule

“DATES ARE TENTATIVE AND SUBJECT TO CHANGE DUE TO MISSION REQUIREMENTS”

"FOR OFFICIAL USE ONLY" (When Completed )

1. Contractor# W91247-15-D-0001 2. Contractor: D&S TEXTILES

3. Functional Area: Post Laundry, Sturgis St. FBNC 4. Surveillance Period:

January 2020 th ru December 2020

5. COR: SANDRA HARRIS 6.