1.06 Attachment 1 - RSM QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Purpose: To ensure the Government has an effective and systematic method of surveillance for the services in the Performance Work Statement (PWS). The Quality Assurance Surveillance Plan (QASP) will be used primarily as a tool to verify that the contractor is performing all services required by the PWS in a timely, accurate and complete fashion.

l. Critical performance processes and requirements: Critical to the performance of telecommunications corrective and preventive maintenance support services for Navy-owned telephone switching platforms and adjunct equipment in support of NCTAMS LANT and component activities in the Northeast, Mid- Atlantic, and Southeast continental United States corridors is the timely, accurate and thorough completion of all contract requirements.

2. Performance Standards

a. Schedule - The due dates for deliverables and the actual accomplishment of the schedule will be assessed against original due dates and milestones established for the contract.

b. Deliverables - The deliverables required to be submitted will be assessed against the specifications for the deliverables detailed in the contract for the required content, quality, timeliness, and accuracy.

c. Past Performance - In addition to any schedule, deliverables, and cost aspects of performance discussed above, pursuant to FAR 42.15, the Government will assess the contractor's record of conforming to contract requirements and to standards of good workmanship, the contractor's adherence to contract schedules including the administrative aspects of performance, the contractor's history of reasonable and cooperative behavior and commitment to customer satisfaction, and the contractor's business-like concern for the interest of the customer.

3. Surveillance methods: The primary methods of surveillance used to monitor performance of this contract will include, but not be limited to, random or planned sampling, periodic inspections, customer feedback, and validated customer complaints.

4. Performance Measurement: Performance will be measured in accordance with the following table:

Performance Element

Performance Requirement

Surveillance Method

Frequency Acceptable Quality Level

Contract Deliverables

Contract deliverables furnished as prescribed in the PWS, attachments, CDRLs, Task Orders, etc., as applicable

Inspection by the Contracting Officer Representative

(COR)

100% inspection of all contract deliverables:

Monthly

>95% of deliverables submitted timely and without rework required.

Overall Contract Performance

Overall contract performance of sufficient quality to earn a Satisfactory (or higher) rating in the COR’s annual report on Contractor Performance

Assessment by the COR and Customer Survey

Annual All performance elements rated Satisfactory (or higher)

Invoicing Monthly invoices per contract procedures are timely and accurate

Review & acceptance of the invoice

Monthly 100% accuracy

Compliance with FAR Clause 52.222- 50 Combatting Trafficking In Persons (CTIP)

The COR will monitor the Contractor's performance regarding trafficking in persons such that non-compliance with FAR Clause 52.222-50 Combatting Trafficking In Persons (CTIP) is brought to the immediate attention of the Contracting Officer.

Inspection by the

COR.

100% compliance;

Randomly

Non-compliance will be immediately reported to the Contracting Officer

(DFARS PGI 222.1703).

Emergency Call

Respond to service on location within two hours after receipt of an “Emergency Service Call” notification from the site POC, provided the failure could not be cleared remotely.

Restore telephone equipment to the “normal operating condition”.

Contract metrics, Spot Checks

As needed per service request:

Monthly

Normal operating condition is defined as not less than 99.9% effectiveness level.

Routine Call Respond to service on location within the next normal work day (paragraph 2.3) after receipt of trouble call from the site POC.

Restore telephone equipment to the “normal operating condition”.

Contract metrics, Spot Checks

As needed per service request:

Monthly

Normal operating condition is defined as not less than 99.9% effectiveness level.

First Level Support

Respond to service of a “Request for Emergency Service Call” or “Routine Call”. If diagnosis and repairs are not complete after two hours working on the problem, first level support personnel shall contact second level

Contract metrics, Spot Checks

As needed per service request:

Monthly

At least 96% of all service is responded to using appropriate support levels within the two hour time frame support personnel for assistance.

Second Level Support

Respond to first level support personnel call for assistance not later than two hours after receipt. If diagnosis and repairs are not complete after two hours working on the problem, second level support personnel shall contact third level support personnel for assistance.

Contract metrics, Spot Checks

As needed per service request:

Monthly

At least 96% of all service is responded to using appropriate support levels within the two hour time frame

Third Level Support

Respond to second level support personnel call for assistance not later than two hours after receipt. If diagnosis and repairs are not complete after two hours working on the problem, third level support personnel shall contact original equipment manufacturer level support personnel for assistance.

Contract metrics, Spot Checks

As needed per service request:

Monthly

At least 96% of all service is responded to using appropriate support levels within the two hour time frame

Original Equipment Manufacturer (OEM) Support

Respond to third level support personnel call for technical assistance not later than two hours after receipt.

OEM shall provide technical assistance for as long as required to return system to normal operations.

Contract metrics, Spot Checks

As needed per service request:

Monthly

At least 96% of all service is responded to using appropriate support levels within the two hour time frame

Scheduled Preventive Maintenance, Main/Remote Switching System Maintenance

The Contractor shall perform all scheduled Preventive Maintenance in a complete and thorough manner IAW the equipment

Contract metrics, Spot Checks

Quarterly The Contractor performs 98% of all scheduled Preventive Maintenance each quarter.

specifications, original manufacturer’s instruction, and applicable documents.

Switch rooms are left broom-swept clean and free of debris.

Maintenance and Repair (7.1)

Contractor shall provide maintenance and repair services for the Navy owned Avaya and Nortel Telephone Switching Platforms, switch remote units, and adjunct equipment (Voice Mail and the Administrative Switch Maintenance Terminal) to BCO locations within the

NCTAMS LANT

AOR.

Contract metrics, Spot Checks

Per Attachments 3 and 4: Annually

Not less than 99.9% availability. Availability is calculated by dividing the operational hours per month, minus the downtime, by the operational hours.

If performance is within acceptable levels, it will be considered to be satisfactory. If not, overall performance may be considered unsatisfactory.

Incentives/Disincentives:

The Contracting Officer Representative (COR) makes an annual report on Contractor Performance Assessment Reporting System (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract/task order, reflected in the COR's annual report, may result in termination of the contract/task order and may also result in the loss of future Government contracts/task orders. The contractor's failure to achieve satisfactory performance under the contract may result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor's past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.