Atch J-2 Quality Assurance Surveillance Plan (QASP).docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title (Add contract/task order number at award) Global Content Delivery Services (GCDS) II

2. Purpose:

This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring?

· 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 might occur.

This QASP is a “living document” and the Government 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.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the COR’s performance assessment activities.

Contracting Officer (KO) – The KO 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 KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical oversight 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 responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO 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.

4. Primary Method of Surveillance:

Periodic Inspection will be required for the following:

· 6.1 Task 1 – Global Content Delivery System Support

· 6.1.4 Subtask 1.4 - Accredited Global Content Delivery Service

· 6.1.8 Subtask 1.8 - Origin Load Balancing

· 6.1.13 Subtask 1.13 - Adverse Network Detection

· 6.4 Task 4 - Industry Standards

· 6.5 Task 5 - Situational Awareness

· 6.5.1 Subtask 5.1 - Performance Optimization

· 6.5.3 Subtask 5.3 - Real time monitoring

· 6.11.1 Subtask 11.1 - Implementation Transition Strategy

· 6.14 Task 14 - Delivery and Installation

· 6.19.1 Subtask 19.1 – Monthly Inventory Report

· 6.19.3 Subtask 19.3 – Monthly Incident Summary

· 6.19.5 Subtask 19.5 – Ad Hoc Reports

· 6.20 Task 20: Performance and Availability

· 6.20.2 Subtask 20.2 Escalation/Problem Resolution, Helpdesk

· 6.20.6 Subtask 20.6 File Downloads

· 6.20.7 Subtask 20.7 Page Loading

· 6.22 Task 22 - Assured Compliance Assessment Solution (ACAS) Passive Vulnerability Scanner (PVS) Scanning Service.

100% Inspection will be required for the following:

· 6.1.4 Subtask 1.4 - Accredited Global Content Delivery Service

· 6.15.2 Subtask 15.2 – Monthly Status Meetings (Monthly Consumer Usage Reports)

· 6.20.1 Subtask 20.1 Utility Delivery and Pricing

· 6.20.4 Subtask 20.4 Reduce Bandwidth Usage

· 6.21.1 Subtask 21.1 Security Reports

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performance surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards. The AQL performance Standard Table should be used to form the foundation of the COR’s inspection checklist.

5. Performance Standards:

Weekly inspection of materials upon delivery

(Total available hours for 30 days – Measurement Exceptions – Time server is unavailable) / (Total available hours for 30 days –Measurement Exceptions)*100=“Service Level Attained”. Total available hours = 24x7x30 for each orderable system for each 30 day period Periodic inspection of downtime reports

100% inspection

Periodic inspection of reports

Periodic inspection of reports

· IAVA, IAVB status

· Notification of satisfactory completion of each and informing Government that contractor is in compliance with FSO guidelines.

100% Inspection of security status report

6.22 Task 22 - Assured Compliance Assessment Solution (ACAS) Passive Vulnerability Scanner (PVS) Scanning Service.

6.24 Task 24

- Single Community Identity Access Management with Attribute-Based Access Control and Single-Sign-On Capability

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule surveillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the KO.

When the COR determines formal written communication is required, the COR shall prepare a Corrective Action Report (CAR). The CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR 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 CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

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

7. Mandatory or regulatory compliance items:

The contractor will provide initial proof of compliance with regulatory and compliance items contained in the contract. The Contracting Officer's Representative (COR) and the Contracting Officer (KO) will evaluate the initial submission and will conduct ad hoc reviews of the contractor's compliance throughout the remainder of the contract. The contractor will monitor compliance as required by FAR 52.222-50, Combating Trafficking in Persons, and report any issues to the KO.

8. Acceptable Quality Level (AQL):

See AQL listed in Performance Standards guidance.

9. Evaluation Method:

The contractor and government shall mutually agree on monthly status meetings and semi-annual reviews. The following shall be addressed by the contractor during monthly status meetings:

· Monthly Status Reporting

· Monthly Usage Reports (URLs/WAF/NetStorage/Streaming)

· Offload Percentage Reports

· Financial Reviews

· Technology Reviews

· Staffing/Training Reports

· Service Management Reviews

· Performance Evaluation Reviews

· Monthly Customer Usage Reports (due on or before the last day of each month)

During the semi-annual review meeting the contractor shall conduct a presentation to address the following:

· Semi-Annual Status Reporting

· Financial Reviews – Review potential cost savings, current and future.

· Technology Reviews – Identify new technology that could benefit DISA.

· Service Management Reviews – Review current processes, key activities, areas of significant improvement.

· Performance Evaluation Reviews – Develop corrective action plans, review overall performance.

· Training Status

Within five workdays after the semi-annual review meeting the contractor shall prepare a report summarizing the meeting.

10. Performance Rating

In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as CPAR ratings).

Performance Rating Criteria

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. |_| DEFICIENCY (CHECK ALL BOXES THAT APPLY)

|_| NEW

|_| REPEAT

|_| NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS 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)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 2 – Performance Assessment Report

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE 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 4 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY |_| 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

Enclosure 6, Page 1 of 2 Pages 17Jul2013/Version 2

Encl 4, QASP 23Jun2017/v3