APPENDIX A - Quality Assurance Surveillance Plan (QASP)_Final.docx

APPENDIX A

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

EOP Enterprise Point of Sale (EPOS) Solution

1.0 Purpose

The EOP, OA, OAIT provides the following as its Quality Assurance Surveillance Plan (QASP) to monitor the Contractor’s performance under this contract. Further, the QASP provides the COR with a proactive way to avoid unacceptable or deficient performance.

This QASP is a living document and the EOP may review and revise it on a regular basis. 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. Any updates to the QASP will be provided to the Contractor.

The most critical measure of performance is whether system users are successful. Users should be able to:

· Complete their work with minimal friction or interruption;

· Rely on system data with confidence that it is accurate and timely; and

· Choose to use the system, not because they have to, but because it is value-added over alternatives.

The metrics below are provided as a baseline for empirical measurement, and shall apply in lieu of further clarifying guidance from the EOP. The contactor shall work with the EOP post-award to collaboratively determine the best methods of tracking the work, which will likely include the creation of Jira service level agreements (SLA’s) and dashboards.

2.0 Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities:

(a) Delivery Manager (DM) – The DM provides program oversight and supports the COR’s performance assessment activities.

(b) 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 ensure that the Contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the Contractor’s performance.

(c) Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical over-sight of the Contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the Contractor’s actual performance. The purpose is to ensure that the Contractor meets the performance standards contained in the contract. The COR is re-sponsible for reporting early identification of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting Contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

3.0 Primary Method of Surveillance

The primary method of surveillance for this QASP will be Periodic Sampling.

4.0 Performance Standards

4.1 Acceptable Quality Levels (AQLs)

(a) Sustainment Tasks

(1) Break/Fix Scenarios During normal business hours (8:00am – 8:00pm Monday through Friday, excluding federal holidays):

(i) Within 30 minutes of being notified of the break, the Contractor shall provide a status, and an Impact Analysis which will include recommendations for service restoration.

(ii) Every 30 minutes afterwards until resolution, the Contractor shall provide a status update to the technical leads identified by the COR, and/or the information technology operations center.

(iii) For Severity 1 or Severity 2 issues, the issue shall be resolved same day, even after business hours conclude, unless otherwise authorized by the EOP technical leads.

(iv) Within 48 hours of issue resolution, the Contractor shall provide an After-Action Report (AAR). The AAR shall include the root cause analysis.

Outside normal business hours:

(v) A point of contact will be identified by the Contractor for any potential outside business hours for break/fix actions that the EOP can contact.

(vi) Within 1 hour of being notified of the break, the Contractor shall have engaged the appropriate support personnel, and shall provide a status, as well as an initial impact analysis, which includes recommendations for service restoration.

(vii) No more than hourly thereafter, the Contractor shall provide a status update to the technical leads identified by the COR, and/or the Presidential Information Technology Community (PITC) Operations Center.

(viii) Within 48 hours of issues resolution, the Contractor shall provide an AAR. The AAR shall include the root cause analysis.

APPENDIX A.1

PERFORMANCE ASSESSMENT REPORT (PAR)

PERFORMANCE ASSESSMENT REPORT (PAR)

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. ☐ DEFICIENCY

☐ NEW

☐ REPEAT

☐ NO DEFICIENCY NOTED

8. SERVICES SUMMARY or SOW PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

☐ CONCUR ☐ NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. ☐CONCUR ☐ NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

APPENDIX A.3

CUSTOMER COMPLAINT RECORD (CCR)

CUSTOMER COMPLAINT RECORD (CCR)

SOURCE OF COMPLAINT

DATE/TIME OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

APPENDIX A.4

CORRECTIVE ACTION REPORT (CAR)

CORRECTIVE ACTION REPORT (CAR)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY SEVERITY: ☐ MAJOR ☐ MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the Contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

☐ ACCEPTED ☐ REJECTED

12. CLOSE DATE