Attach 5 QASP - Stoneville Lawn Maintenance.pdf

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QUALITY ASSURANCE SURVEILLANCE PLAN

Stoneville Lawn Maintenance

1. Objective.

This Quality Assurance Surveillance Plan (QASP) serves as the principal basis for assessing overall performance quality associated with the PM C4 task. This document will be used by the Government to assess the effectiveness of the Contractor’s management and technical services. This QASP provides the methodology by which the Contractor's performance will be monitored to determine compliance with established performance objectives and to establish performance benchmarks that ensure a quantifiable basis for measuring effectiveness. The plan is designed so that surveillance is limited to that which is necessary to verify the Contractor is performing management and technical services satisfactorily and relates directly to performance objectives of the performance objectives delineated in the SOW.

2. Government Surveillance.

The PM C4 SYSTEMS will identify an individual to function as the Technical Representative for this task, and her/his authority will be limited to administering specific technical aspects of the contract. The Technical Representative will not provide direction that is outside the scope of responsibilities delineated under this task order. The designated individual will:

o Maintain a detailed knowledge of the technical requirements of the contract o Document Contractor performance in accordance with the QASP;

o Identify and immediately forward notifications of deficient, or non-compliant performance to the Contracting Officer;

o Approve priorities of support, resources, and associated schedules.

3. Surveillance Methods.

Surveillance of Contractor performance is the method used by the Government to determine whether the contractor is effectively and efficiently complying with all terms and conditions of the task order. In addition to statistical analysis, the functional expertise of the Technical Representative plays a critical role in adequately evaluating contractor performance. The below listed methods of surveillance shall be used in the administration of this QASP. The Performance Requirement Summary (PRS) contains the performance objectives that are being measured.

o Demonstration. A qualification method that is carried out by operation and relies on observable functional operation. It does not require the use of instrumentation or special test equipment;

o Inspection. A qualification method that is carried out by visual examination of software code, data captured in special test equipment, documentation, o r hard

2 | P a g e copy printouts. The government will inspect software drops for bugs and content; and o Analysis. A qualification method that is carried out by examining and assessing the application of techniques in order to determine if they are appropriate and sufficient.

4. Performance Requirements.

The performance requirements set forth in this section correspond to the PWS paragraphs delineated in the table. Enclosure (1) of this document provides standards for performance for specific requirements:

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ENCLOSURE 1

PERFORMANCE REQUIREMENTS SURVEY

Desired Outcomes

(What do you want to accomplish as the end result of this contract?)

Required Service

(What task must be accomplished to give you the desired result?)

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level (AQL)

(How much error will you accept?)

Monitoring Method

(How will you determine that success has been achieved?)

PWS 2.0 General Requirements.

The Contractor is responsible for providing suitable technical, analytical and acquisition expertise to support ongoing responsibilities delineated by activity, as well as variances in the scope of activities.

Acceptable performance has been met when the Contractor is fully staffed within 30 days of award, provides personnel IAW proposal by name assignments, is able to maintain a satisfactory retention rate, and fills vacancies within 14 days.

Maximum 15%, with a goal of <10%

When due dates have been met with the mix of personnel identified by the Contractor.

PWS 2.1.2 General Meeting and Training Support

The Contractor shall provide a clean, well lighted, comfortable meeting/conference area capable of supporting a maximum of 25 personnel. The Contractor will also be required to provide a training facility as described in this section.

Having a turn-key area ready for meetings or training events that may occur on a regular basis and as requested by the Government. Facility will need to be equipped appropriately to facilitate the meeting or training request

None Inspection and Demonstration.

PWS 2.1.3. Program Support

The Contractor shall assist in the ILA process and be able to provide needed documentation for SUSTAINMENT leading to DIACAP certification for systems in the attachment.

The Contractor performance standard will be his understanding and use of MCSCO 5000.3, and other pertinent directives addressing POPs and System S/W Sustainment.

The AQL for this task will be measured by success of documentation n acceptance not exceed three attempts with a goal of one submission.

Inspection and Demonstration and accuracy of documentation.

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Desired Outcomes

(What do you want to accomplish as the end result of this contract?)

Required Service

(What task must be accomplished to give you the desired result?)

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level (AQL)

(How much error will you accept?)

Monitoring Method

(How will you determine that success has been achieved?)

PWS 2.1.3.1

Program Support (Help Desk)

The Contractor shall provide on- site technicians that shall ensure 90% operational availability of the systems identified in ATTACHMENT 3, during the normal working hours (0700 to 1700 hours).

The Contractor needs to be technically proficient in the several software languages , and be able to address/provide customer assistance in order to identify/troubleshoot problems encountered by the customer.

Maintain Operational Availability at 90% or greater.

Trouble tickets, monitoring and system downtime.

PWS 2.1.3.2

Option 1, Continued Program Support (Telephone User Support Help Desk)

The Contractor shall maintain a help desk providing technical support and application assistance.

Contractors manning the Help Desk need to be proficient in Remedy, Altars, and the Microsoft Office Product line.

Non-Software Change Request (N- SCR) related (user assistance calls) UAC’s shall be resolved 90% of the time within 10 minutes.

Maximum 10%, with a goal of <5%.

By achieving a 90% operational availability.

PWS 2.1.4 Joint Requirements Support

The contractor shall provide support in the review, preparation, submission, and discussion of joint program documentation.

Standards are those governed federal IT procedures 4630.5 and

4630.8 (Procedures for Interoperability and Supportability of Information Technology and National Security Systems).

Maximum .05%, with a goal of 0%.

Inspection, Demonstration and Audits.