21R0202 - Attachment C_QASP.pdf

SPE608-21-R-0202

ATTACHMENT C –

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

EVALUATION CRITERIA - PERFORMANCE STANDARDS (Monthly)

This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the Contractor’s performance meets the performance standards contained in the Performance Work Statement (PWS). It provides the detailed process for a continuous oversight process for the contract. The QASP a tool to help ensure early identification and resolution of performance issues to minimize impact on mission performance. The goal of the QASP is to ensure the Contractor’s performance is effectively monitored and documented.

PERFORMANCE FACTOR 1 - Data File Transmission

Rating Description: Data file transmissions are expected from the Contractor on the day and time specified in the contract for each data file listed. If a data file fails to meet the date/time, it will be counted as an event. If a data file has more than one formatting or data error, it will be counted as an event.

Decrement Rating Criteria: Two (2) or more events rates Failure.

PERFORMANCE FACTOR 2 - Customer Billing

Rating Description: The Contractor shall bill the customer for authorized non-duplicated charges in accordance with the contract. Each billing error per transaction is considered an event.

PERFORMANCE FACTOR 3 – SEA Card® Online (EAS)

Rating Description: The Contractor shall provide an internet-based Electronic Access System (EAS) also known as the SEA Card® Online. Equipment failures, non-availability, or system maintenance shall not interfere with normal operations. The inability of a SEA Card® Online User to perform an action within SEA Card® Online or inability to access the SEA Card® Online system which was a direct result of a Contractor issue shall be considered an event.

PERFORMANCE FACTOR 4 – Reports

Rating Description: The Contractor shall provide an internet-based system (EAS) which allows the ability to create standard and ad-hoc reports in accordance with the contract. The inability of an EAS User to create a report within EAS which is the result of a Contractor issue or the EAS shall be considered an event. The Contractor shall provide contract required reports on the date and time specified in the contract that do not contain data errors. When a report fails to meet the date, or time or contains data errors it is considered an event. Each error shall be considered an event.

Examples of common Contractor issues are not all inclusive and not limited to the following:

• Government determines significant delay in the SEA Card® online report tool loading

• If the Government requests the contractor to provide a report and it contains errors

• Required Hurricane Assistance and Disaster Relief reports

• Section 889 merchant compliance reports (when applicable) containing errors

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The customer will request the Contractor to generate reports on a specified date and time. When a report fails to meet the date or time or contains errors, each shall be considered an event.

a. The Contractor shall provide a weekly report of customer service inquiries to include phone call and emails received and resolved in accordance with the contract. The report is due end of business day, each Friday.

PERFORMANCE FACTOR 5 - DLA Energy Provided Data

Rating Description: The Contractor shall maintain a repository of all DLA Energy Bunker contracts, contract modifications, and contract related information, for display in the EAS and Port locator tool. The Contractor shall process and apply all contract documents provided by DLA Energy within one business day of receipt and provide an acknowledgement email to DLA Energy when action is completed. Each business day delay is considered an event. Each contract data entry error is considered an event.

The Contractor shall apply the Bunker contract details on applicable transactions. Each transaction error is considered an event.

PERFORMANCE FACTOR 6 – Global Commercial Seaport Locator Tool

Rating Description: The Contractor shall maintain within the EAS an online internet-based port locator tool (Global Merchant Directory) which identifies fueling locations around the world that participate in the SEA Card® program as well as the merchants that have an active DLA Energy Bunker contract. The Contractor shall add new merchants and remove merchants from the port locator tool and have up-to-date information available on the port locator tool in real-time. The most up-to-date information is not limited to the merchant name’s, location, email, location phone number, 24/7/365 customer service number, contract number, product(s), delivery method(s), location(s), and hours of operations. The port locator tool shall be available pre and post login to SEA Card® online.

a. The Contractor shall have a mechanism in place to add new merchants to their network as required by the SEA Card® Program customers within a business day of the receipt of merchant setup information.

The Contractor shall maintain a system repository of DLA Energy Bunker contract locations and contract related information as well as a directory of all merchants participating in the Open Market SEA Card® program. Data elements which shall be displayed for SEA Card® merchants/contractors are listed in the contract. Failure to display accurate contract and non-contract required data elements on the port locator tool within the timeframe indicated in the Performance Work Statement due to Contractor data entry error or Contractor systems error shall be considered an event resulting in a decrement.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

PERFORMANCE FACTOR 7 – Customer Service

Rating Description: The Customer Support Representatives shall expedite calls / inquiries and ensure resolution to customer and merchant issues and are completed satisfactorily to the customer and merchant.

Failure to provide customer service in accordance with the contract is considered an event.

METHODS OF SURVEILLANCE (Not limited to the following):

1. Random Sample

2. Periodic Inspection

3. Customer and Merchant Input

4. Monthly reports to include metrics

5. Program Management Office oversight

6. Review Contractor records

7. COR/Contracting oversight files and reviews

NOTE: Each “Failure” rating for each Performance Factor above, the contractor shall reimburse the US Government an additional 10% of the refund that corresponds to the quarterly refund period.