2.07 Attachment 5 - QASP.pdf

QUALITY ASSURANCE

SURVEILLANCE PLAN

(QASP)

FOR

U.S. NAVAL FORCES SOUTHERN

COMMAND/U.S. FOURTH FLEET

INFORMATION TECHNOLOGY,

KNOWLEDGE MANAGEMENT,

ADMINISTRATIVE & MAINTENANCE

LOGISTICS SUPPORT SERVICES

1 INTRODUCTION

1.1 Purpose.

The Quality Assurance Surveillance Plan (QASP) is designed to assist the Government in monitoring the quality and quantity of services performed by the contractor. The plan complies with the requirements of the Performance Work Statement (PWS). The QASP consists of the following parts:

Quality Assurance Requirements - contains an overview and general description of the elements relating to the quantity and quality of the services required by the PWS. It contains references functional and performance requirements in all areas of the contract.

Quality Assurance Methods - provides an assessment of the risks and benefits associated with choosing a particular surveillance method for a given performance requirement. It also identifies any critical logistics, protocol, mission sensitive or similar considerations that, if not dealt with appropriately, may adversely impact the successful performance of PWS requirements. The Procuring Contracting Officer (PCO) will use information from this section to decide on the level of quality assurance (QA) resources which can be supported and the amount of risk which can be assumed.

Contract Administration Organization - provides guidance in appropriate staffing for the contract administration team.

Quality Assurance Surveillance Schedule - guides the Contracting Officer's Representative in scheduling and documenting the performance of the Contractor that is performing the work described in the PWS.

Sampling Plans, provide systematic methodologies to be used by the COR(s) in evaluating the performance of PWS requirements.

2 OVERVIEW

2.1 Development.

This QASP has been developed to provide the COR an effective and systematic surveillance method for selected functions described in the PWS.

2.2 Methodology.

This QASP provides a systematic method to evaluate the services the Contractor is required to furnish, e.g., quality, quantity, timeliness, etc., and not the details of how the Contractor accomplishes the work. This QASP identifies the various surveillance methods that assure the Government of satisfactory Contractor performance.

2.3 Contractor Responsibility.

This QASP is based on the premise that the Contractor, and not the Government, is responsible for management and Quality Control (QC) actions to meet the terms of the contract. The performance requirements and measures outlined in the PWS recognize Contractor performance will not be perfect, and unforeseen and uncontrollable problems do occur. However, good management and the use of an adequate QC plan will allow the Contractor to operate within specified performance requirements.

The Contractor is the owner of the QC process and will institute changes as necessary to ensure desired outcomes specified in the PWS are met. The Contractor is responsible for developing, implementing, and modifying the quality control process.

2.4 Government Responsibility.

The Government's intention is to minimize the level of the Government's involvement and level of inspections and allow the Contractor to responsibly perform to, or exceed, the PWS standards. If the Contractor's performance is not satisfactory, and it appears that the Contractor's QC process has not produced the desired result, the COR has the option to increase quality assurance surveillance in order to protect the Government's rights.

2.5 Non-conformance.

Any non-conformance with contract requirements is a "defect." The terms «defective" and "discrepancy" are used interchangeably and reference a service output that does not meet the associated standard as defined in the PWS. If any Government action or lack of action causes unacceptable performance, which results in a defect, then these defects shall not be counted against the Contractor. All costs associated with rework due to Contractor defects are the responsibility of the Contractor. The Contracting Officer can use the "Inspection of Services" clause in the contract to address non- performance, defective performance and performance that does not meet the standards required by the PWS.

3 CRITICAL CONTRACT REQUIREMENTS

3.1 Overview of Contract Requirements (CR).

The following Contract Requirements (CR) are referenced in the PWS.

Task Performance Objective

Performance Standards Frequency

Acceptable Quality level

(AQL)

Surveillance Method

4.1

Lead Information Assurance System Administrator/Network Engineer Support

Adhere to requirements specified in paragraph

4.1. of the PWS

Continual 98%

Random Inspection and/or Customer Surveys and Feedback. Review operational logs, databases, and metrics.

4.2

Lead Information Assurance Network Engineer/Systems Admin Support

Adhere to requirements specified in paragraphs

4.2 of the PWS

Continual 98%

Random Inspection and/or Customer Surveys and Feedback. Review operational logs, databases, and metrics.

4.3 Training Program Manager/Command Historian

Adhere to requirements specified in paragraph 4.3 of the PWS

Continual 98% Random Inspection and/or Customer Surveys and Feedback.

3.2 Overview.

This section discusses the risks and benefits of acceptable quality assurance surveillance methods.

3.3 Monthly review.

With this method, performance is inspected/evaluated at monthly reviews with the contractor. The results of the Contractor's overall performance are then evaluated to determine acceptability of the lot.

3.4 Customer Feedback.

Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed and must be forwarded to the Contractor. The Contractor shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

3.5 The Contracting Officer will determine what action to take if the Contractor continuously receives customer complaints for the same services. The CORs should provide relevant documentation to the Contracting Officer to aid in remedial action. Customer Feedback.

Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed and must be forwarded to the Contractor. The Contractor shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

3.5.1 The Contracting Officer will determine what action to take if the Contractor continuously receives customer complaints for the same services. The CORs should provide relevant documentation to the Contracting Officer to aid in remedial action.

4.4

Knowledge Manager/Records Management/SharePoint Development

Adhere to requirements specified in paragraphs

4.4 of the PWS

Continual 98%

Random Inspection and/or Customer Surveys and Feedback. Review random portions of database for accuracy and accessibility of information

4.5 Travel Management Specialist

Adhere to requirements specified in paragraph 4.5 of the PWS

Continual 98% Random Inspection and/or Customer Surveys and Feedback

4.6 Security and Administrative Support

Adhere to requirements specified in paragraph 4.6 of the PWS

Continual 98% Random Inspection and/or Customer Surveys and Feedback