Attachment_4_Quality_Assurance_Surveillance_Plan_for_Wireless.docx

ATTACHMENT 4

QUALITY ASSURANCE SURVEILLANCE PLAN

For FEMA Wireless Services Program Contract Number: < upon award, enter contract number> Contract Description: Wireless ID IQ, Multiple Award Contractor’s name: < upon award, enter Contractor name > (hereafter referred to as the Contractor).

1. PURPOSE.

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

1. What will be monitored.

1. How monitoring will take place.

1. Who will conduct the monitoring.

1. How monitoring efforts and results will be documented.

This QASP does not detail how the Contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the Contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials implementing surveillance activities.

The following FAR clauses may apply depending on contract type:

52.246-4 Inspection of Services – Fixed-Price,

2. GOVERNMENT ROLES AND RESPONSIBILITIES.

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the Contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned CO: Toye Hobday Organization or Agency: AOD /ICB Telephone: 202-257-0177 Email: Toye.hobday@fema.dhs.gov

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the Contractor’s performance. The COR shall keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The Contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned Program Manager pre-award: Darcy Bingham Telephone: 202-646-3839/540-542-5067 Email: darcy.bingham@fema.dhs.gov

Assigned CORs post-award (May be a multiple award contract) Christopher Groves Telephone: (540) 542-2050 Email: Christopher.groves@fema.dhs.gov

April Lewis-Rice Telephone: (202) 646-3882 Email: april.lewis-rice@fema.dhs.gov

Darcy Bingham (Alternate) Telephone: (540) 542-5067 Darcy.bingham@fema.dhs.gov

c. Other Key Government Personnel –

3. CONTRACTOR REPRESENTATIVES:

The following employees of the Contractor serve as the Contractor’s representatives for this contract.

a. Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

b. Task Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

c. Other Contractor Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

4. PERFORMANCE STANDARDS.

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards. The Performance Requirements Summary, paragraph 10.0 in the Performance Work Statement includes performance standards. The Government shall use these standards to determine Contractor performance and shall compare Contractor performance to the Acceptable Quality Level (AQL).

5. INCENTIVES.

The Government does not plan on using incentives.

6. METHODS OF QUALITY ASSURANCE SURVEILLANCE.

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR shall always contact the Contractor's task manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from the CO, if needed, shall be responsible for monitoring the Contractor’s performance in meeting a specific performance standard/AQL.

a. DIRECT OBSERVATION. Direct observation of the Contractor’s adherence to:

1. Transition Management Plan schedule: FEMA staff will directly observe progress to ensure that 95% of transition-in activities are complete by the transition-in completion date specified in the TMP and the remaining 5% are complete within a maximum of 30 successive calendar days from the transition-in completion date.

2. Wireless Service Outages: FEMA staff will directly observe to ensure restoration of service after an outage in the event of any service outages where the wireless service provider has received an service outage notification from FEMA, and the service outage is expected to continue without resolution for a period of 48 hours or longer and the wireless service providers shall convening of a daily meeting via conference call to discuss the service outage resolution status with FEMA designated officials ( ESF-2, affected Region staff, etc.). The daily meeting shall continue until the service outage is resolved or until a FEMA representative determines the meeting is no longer required.

b. VALIDATED USER/CUSTOMER COMPLAINTS. Validation of user/customer complaints.

c. 100% INSPECTION. 100% inspection of all customer complaints received that are associated with the transition-in of services and with the provision of technical support and end-user assistance during the transition-in period.

d. RANDOM SAMPLING. FEMA staff will conduct random sampling of the following:

1. All orders associated with non-emergency conditions to ensure 90% of equipment and service orders to support non-emergency conditions processed, activated, and delivered within 24-48 hours of Contractor receipt. Remaining 10% within 48-96 hours.

2. All orders associated with emergency conditions to ensure 95% of equipment and service orders to support emergency conditions processed and activated within 2 hours of Contractor receipt, 24//7/365 and equipment orders shipped next day with overnight delivery. Remaining 5% processed and activated within 8 hours of Contractor receipt, 24/7/365 and equipment orders shipped no later than next day with overnight delivery.

3. Contractor provided usage, ordering, billing, and specific location information to ensure 100% of service orders processed and 95% of billing information reports are provided on schedule.

4. The availability of real-time access to user level account information to ensure access is available 95% of the time and within 24 hours for the remaining 5%.

5. Contractor generated reports to ensure that no more than 5% of the reports to appropriate government contact are delivered later than the specified time period defined in the PWS.

6. Contractor review of FEMA wireless asset reports to ensure that 100% of FEMA wireless assets are reviewed annually by Contractor to determine which need to be technologically refreshed.

7. Calls for technical support and end-user assistance will be sampled to ensure 90% of technical support questions are resolved within eight working hours and remaining 10% of technical support calls resolved within24 working hours.

7. QUALITY ASSURANCE SURVEILLANCE PLAN TABLE

95% of equipment and service orders to support emergency conditions processed and activated within 2 hours of Contractor receipt, 24//7/365 and equipment orders shipped next day with overnight delivery. Remaining 5% processed and activated within 8 hours of Contractor receipt, 24/7/365 and equipment orders shipped no later than next day with overnight delivery.

Response to quotes for In-Building Services within one week of receiving requests. 95% of In-Building Services received by due date.

Random sampling of all orders associated with non-emergency and emergency conditions.

Intitiation of service restoration actions for 100% of major outages that seriously (or may soon seriously) affect the performance of the service, with a goal of service restoration with 24 hours. A major service reseration is defined as service disrupted or unavailable for more than 50% of the staff at a single site or for staff throughout the nation constituting more than 25% of FEMA’s total.

Initiation of service restoration actions for 100% of minor outages that have a minimal impact on the performance of the network, with a goal of service restoration within 48 hours. A minor service restoration is defined as interruption in service for less than 10% of the FEMA staff at a given site.

Option Period not exercised

Contractor provides new devices for 75% of the devices that are more than one generation behind for the most current, commercially available generation within 1 month of commercial availability. Remaining 25% is provided within 2 months. All this is contingent on the Government requesting refresh.

8. RATINGS.

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

9. DOCUMENTING PERFORMANCE.

a. ACCEPTABLE PERFORMANCE.

The Government shall document positive performance. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other contractual actions.

b. UNACCEPTABLE PERFORMANCE.

When unacceptable performance occurs, the COR shall inform the Contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the Contractor's program manager or on-site representative. A CDR template is attached to this QASP.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the COR. The Government shall review the Contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, or other contractual actions deemed necessary by the CO.

10. FREQUENCY OF MEASUREMENT.

a. Frequency of Measurement.

During contract/order performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. Delivery of equipment and service activation will randomly be sampled to verify adherence to Service Level Agreements (SLAs).

b. Frequency of Performance Assessment Meetings.

The COR shall meet with the Contractor quarterly to assess performance and shall provide a written assessment in CPARs for task orders.

Contracting Officer’s Representative Date

PERFORMANCE REPORT (SHALL BE COMPLETED IN CPARS)

1. CONTRACT NUMBER: <insert number>

2. Prepared by: (Name of COR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.>

Prepared by: <Enter COR’s name>

CONTRACT DISCREPANCY REPORT (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor Program Manager, Task Manager or on-site representative) <insert name>

3. FROM: (Name of COR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

6. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: <Enter COR’s name>

Received by:

Contractor Program Manager, Task Manager or Date On-site representative

The COR may initiate a CDR at any time, including whenever the number of monthly recorded defects for a performance standard exceeds the allowable number of defects; anytime unacceptable performance is determined critical in nature and requires formal corrective action; and whenever an unfavorable trend is detected in Contractor performance.