Attachment 0002 - QASP 1JUL2020.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 July 2020

Afghan Personnel and Pay System

AFGHANISTAN

Service Contract Number: XXXXXX-XX-X-XXXX

Contractor’s name: xxxx

Contracting Officer

Contracting Officer Representative

LINAM.KEITH.

A.1222733134

Digitally signed by

LINAM.KEITH.A.1222733134

Date: 2020.07.01 08:08:39 +04'30'

TABLE OF CONTENTS

1 INTRODUCTION

2 ROLES AND RESPONSIBILITIES

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

5 QUALITY ASSURANCE DOCUMENTATION

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

7 NONCONFORMANCE REPORTING

8 COMBATING TRAFFICING IN PERSONS (CTIP)

9 SEXUAL HARASSMENT / ASSAULT RESPONSE AND PREVENTION

10 CONTRACTOR MANPOWER REPORTING APPLICATION (CMRA)

11 COR/QUALITY ASSURANCE SURVEILLANCE FILES

12 QASP CHANGES

APPENDIX A: PERFORMANCE REQUIREMENTS SUMMARY (PRS)

APPENDIX B: QUALITY ASSURANCE MONITORING FORM

APPENDIX C: CORRECTIVE ACTION REPORT FORM

APPENDIX D: CUSTOMER COMPLAINT FORM

APPENDIX E: PERFORMANCE ASSESSMENT REPORT

APPENDIX F: COMBATTING TRAFFICKING IN PERSONS

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled APPS PWS. This plan sets forth the procedures and guidelines the Regional Contracting Center-Afghanistan (RCC-A) will use to ensure the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control program (QCP), and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the contract administration team, identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by Regional Contracting Center-Afghanistan to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as CTIP, safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control program (QCP). QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 Contracting Officer

The Contracting officer (KO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences with the contractor regarding the observations documented by the Contracting Officer's Representative (COR) and/or the Quality Assurance Specialist (QAS). The KO will designate one full-time COR as the technical authority for performance management.

The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the

KO.

2.2 Contracting Officer’s Representative

The contracting officer’s representative (COR) is designated in writing by the KO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. Government surveillance may occur under the inspection of services clause for any service relating to the contract. The COR will have the responsibility for completing QA monitoring forms provided by the contracting activity (ACC-A). These forms will be used to document the inspection and evaluation of the contractor’s work performance and submitted to the QAS each month upon completion of the observation period.

2.3 Quality Assurance Specialist (QAS)

The QAS is responsible for providing oversight of the performance of contractor-provided services and is singularly responsible to ensure the contractor Quality Control Plan (QCP) is effectively carried out. The QAS provides expert guidance and assistance to the COR in the methods and techniques of contract oversight. The COR will submit all monthly surveillance documents to the QAS on a date to be determined by the KO. The QAS will review the COR surveillance document and return it to the COR in a timely manner, for upload into the Surveillance and Performance Monitoring module (SPM).

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and in Appendix A, “Performance Requirements Summary.”

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. It should be recognizedthat surveillance, even when scheduled, is a continuous process and not a “Once-a-month” event. Various types of surveillance methods should be used during the performance period. The primary methods of surveillance employed are:

4.1.1 Monitoring -- shall be performed by the COR and/or QAS as a method of detecting defects or deficiencies in contractor performance of long-term projects, tasks and functions using an informal approach to observing contractor performance. This can be particularly effective when such visits are unscheduled.

4.1.2 Random Inspection – May be performed in lieu of 100% Inspection when inspecting large quantities of equipment, material and supplies. Using an established Sampling Plan, this method will give the inspector a reasonable level of confidence in the contractor’s performance and abilities.

4.1.3 100% Inspection – Each month, the COR, shall perform surveillance of all PWS/PRS performance objectives, measuring against the standard(s) set forth in the contract. Results shall be recorded in the Surveillance Checklist provided by the QAS. The QAS will also perform surveillance using the 100% Inspection method, but on a less frequent basis, to validate and verify the CORfindings.

4.1.4 Periodic Inspection – Much like 100% Inspection, the COR typically performs periodic inspection of all PWS/PRS performance objectives using the provided surveillance checklist on a monthly basis, but the inspection may be broken up into sections, to be performed throughout the month, per the COR Surveillance Schedule, which should be mutually agreed upon between the COR, QAS and KO. Periodic Inspection is quite effective when used in conjunction with the Monitoring method, when the QAS/COR recognizes the need for “In-Process Inspections” of work at a specific point in the work schedule, which may not be possible as a project or task progresses further.

4.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR, as opposed to the contractor.

Customer complaints, to be considered valid, must be provided in writing and clearly explain the details of the complaint. They must be signed and forwarded to the COR. The COR will accept those customer complaints and investigate using the Quality Assurance methods and procedures provided by the contracting activity (ACC-A).

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) for contractor performance included in Attachment 1, Performance Requirements Summary, are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. The AQL establishes the minimally acceptable level of performance by the contractor. For certain critical activities, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes.

Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques listed in the PERFORMANCE REQUIREMENTS SUMMARY, Attachment 1.

5.2 Surveillance Checklists

The government’s surveillance, accomplished by the COR and QAS, will be reported using the surveillance checklist provided by the QAS/KO. The form shall be completed MONTHLY and submitted to the assigned QAS at a time to be determined by the ACO/KO. The form is used to document the contractor’s performance under the contract to ensure that the required results outlined in the Performance Work Statement (PWS) are being achieved. The report shall summarize the overall results of the QAS, or COR, surveillance of the contractor’s performance and highlight any existing performance issue, whether identified by the contractor or the government.

5.2.1 The COR will submit an Excel version of the completed form to the assigned QA specialist. The completed checklist shall then be submitted to the QAS for review and feedback no later than the 25th of the month. The QAS shall review the checklist for completeness, accuracy and determination of nonconformance. If necessary, the QAS will return it to the COR for correction.

Once approved, the QAS will convert the document to PDF, sign it and return it to the COR for signature and uploading into SPM module under the "Miscellaneous Documents" section with the title of “Surveillance Checklist (Date)”, no later than the last day of the month.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 Government shall use the surveillance methods cited above to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, the contractor will be notified and, depending on the level of severity, the contractor may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels and to prevent recurrence.

6.2 Reporting

6.2.1 When all services have been deemed acceptable and there is documented, objective, quality evidence to support acceptable performance, the COR will accept the services provided and authorize payment to the Contractor. Acceptance and payment will be made by approving the Contractor’s Receiving Reports in Wide Area Workflow at https://wawf.eb.mil/ as a WAWF Inspector, and/or Acceptor.

6.2.2 COR Monthly Status Reports (MSR) will be submitted on a monthly basis to the Contracting Officer via the SPM module in https://wawf.eb.mil/. MSR reports must be uploaded into the SPM module, using the “Smart Form” Monthly Surveillance Report (or other contracting officer approved form). MSR reports will be due NLT what the contracting officer has prescribed in the appointment letter, but NLT the 5th day of the month following the month of surveillance. COR Status Reports will provide a synopsis of the Contractors performance for the inclusive dates of the r e p o r t . The synopsis must contain a summary of surveillances performed, Customer Feedback if any, NCRs if any, an analysis of the Contractors performance, recommended adjustments to surveillance schedules, and any other pertinent contract information IAW FAR 46.104, and the COR Appointment Letter. Completed Surveillance Checklists and NCRs, if any, and contractor’s submitted monthly report (when applicable) will be included as attachments to COR Status Reports, or referenced in the MSR for that month and uploaded separately in the Miscellaneous Documents Section of the CORs’ Online SPM file for this contract. The KO will approve or reject all monthly status reports by the 8th of the month.

6.3 Reviews and Resolution

6.3.1 The ACO/KO may require the contractor’s project manager, or a designated alternate, to meet with the COR and other government personnel as deemed necessary to discuss performance evaluation.

If included in the COR Appointment letter, the COR will define the frequency and depth of reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request.

The agenda of the reviews may include:

a. monthly performance assessment data and trend analysis

b. issues and concerns of both parties

c. projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

d. recommendations for improved efficiency and/or effectiveness

6.3.2 The COR may enlist the QAS to coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance. The COR should also work with the QAS to analyze surveillance data, as an aid in determining the most accurate assessment of the contractor’s performance.

7 NONCONFORMANCE REPORTING

Non-conformance occurs when a Contractor fails to meet Contract or Task Order terms, conditions and/or specifications. All instances of non- conformance will be documented and the Contractor will be notified. Resolution of non- conformance discovered at the Subcontractor level will be addressed with the prime Contractor. Non-conformance is classified as either: Level I (Minor); Level II (Major); or Level III (Critical).

7.1 Level I (Minor)

Level I non-conformance is not likely to materially reduce the usability of services for their intended purpose or is a departure from established standards having little bearing on completing the contract requirement. Minor non-conformances can usually be corrected on the spot and can be issued to the Contractor through either a verbal or written Contract Deficiency Report (CDR).

However, the Government is still required to document Level I CDRs. The COR will notify the QAS and KO as soon as practical when a Level I CDR is issued and document them in their Monthly Reports. If the non-conformance cannot be corrected on the spot, the Contractor shall be given a suspense date to correct the deficiency. The KO will issue and sign written Level I CDRs.

7.2 Level II (Major)

Level II non-conformance is likely to result in failure of the services to meet contract requirements. Also, repeated discrepancies, a large number of documented Level I CDRs and trends indicating failure of the Contractor’s quality control program can be classified as Level II CDRs. The KO issues all Level II CDRs in writing. The COR will notify the QAS and KO as soon as practical when a major non-conformance is identified. The Contractor may be requested to create a Corrective Action Plan, which may include root cause analysis, a plan for preventing recurrences, and time frame for correction.

7.3 Level III (Critical)

Level III non-conformances result in hazardous or unsafe conditions due to the manner in which the services are performed; prevent or impact a vital agency mission as a result of performance; result in a major mishandling of information; or are for repeated or uncorrected Level II CDRs. Level III NCRs will be routed through the RCC-A Commander, and then to ACC-A for Legal Review and ACC- A Commander review. The DO will issue all Level III CDRs. The COR is responsible for notifying the KO immediately upon discovery of a critical non-conformance. The contractor may be requested to create a Corrective Action Plan, which may include root cause analysis, a plan for preventing recurrences, and time frame for correction.

7.4 Documenting CDRs.

Documentation, as a minimum, will include: the Contract or Task Order number; reference to the specific contract requirement; the specific discrepancy to the requirement; where it was discovered;

the date and time it was discovered; Contractor representative who was notified; and the suspense date for Contractor response/corrective action.

7.5 Tracking and Resolving CDRs

All CDRs, regardless of issuer, will be included in the COR’s Monthly Report. The COR, QAS and KO will track CDRs to ensure the Contractor identifies and takes appropriate corrective action to the root cause and the specific non-conformance is corrected within the required time-line (root cause analysis is not required for Level I CDRs). The KO will make a final written determination of the Government’s remedies if the non-conformance is not corrected by the Contractor after receiving notice and a reasonable opportunity to correct the work.

8 COMBATING TRAFFICING IN PERSONS (CTIP)

In accordance with PGI 222.17 and FAR 52.222-50, the KO will be notified immediately of any information from any source that alleges a Contractor employee, subcontractor and/or subcontractor employee has engaged in conduct that violates the United States Government “zero” tolerance policy regarding trafficking in persons.

After receiving this information, the contracting officer shall provide information for any investigations and enforcement to the following:

Program Manager DoD CTIP Law Enforcement and Support OUSD Personnel and Readiness (P&R) DHRA 4800 Mark Center Drive, Suite 06J25-01 Alexandria, VA 22350-4000

CORS can also report TIP violations as follows:

Online at http://ctip.defense.gov / Online via the National CTIP Hotline website at http://www.polarisproject.org/ • By e-mail to CTIPReports@OSD.Pentagon.mil • By telephone to the National CTIP Hotline at 888-373-7888.

Note: CORs should not personally investigate suspected incidents of TIP, but should forward all reported or suspected violations to the contracting officer immediately.

9 SEXUAL HARASSMENT / ASSAULT RESPONSE AND PREVENTION

In accordance with AR 600-20 chapter 7 and 8 the policy of the Army is that sexual harassment is unacceptable conduct and will not be tolerated. Anyone who is aware of a sexual assault should immediately (within 24 hours) report incidents. Sexual assault is incompatible with Army values and is punishable under the UCMJ and other Federal and local civilian laws. Get help by contacting the following:

USFOR-A

24/7 USFOR-A SHARP Hotline ROSHON: 070-679-7015 24/7 DoD Safe Helpline Sexual Assault Hotline 1-877-995-5247, www.safehelpline.org or from Afghanistan, Bahrain, Kuwait, and Riyadh dial DSN 481-SAVE (7283) to reach Safe Helpline ACC-A Unit Victim Advocate (UVA) 318-481-8851 / c: 070-414-7270

10 CONTRACTOR MANPOWER REPORTING APPLICATION (CMRA)

Reporting Labor Hours. The Office of the Assistant Secretary of the Army (Manpower & Reserve Affairs) operates and maintains a secure Army data collection site where the Contractor shall report all Contractor manpower (including subcontractor manpower) required for performance of this contract. The Contractor shall completely fill in all the information in the format using the following web address:

https://www.sam.gov/.

The required information includes the following:

a) Contracting Officer (KO), Contracting Officer’s Representative (COR) name

b) Contract number, including task and delivery order number

c) Beginning and ending dates covered by reporting period

d) Contractor's name, address, phone number, e-mail address, identity of Contractor employee entering data

e) Estimated direct labor hours (including sub-Contractors)

f) Estimated direct labor dollars paid this reporting period (including sub-Contractors)

g) Total payments (including sub-Contractors)

h) Predominant Federal Service Code (FSC) reflecting services provided by Contractor (and separate predominant FSC for each sub-Contractor if different)

i) Estimated data collection cost

j) Organizational title associated with the Unit Identification Code (UIC) for the Army Requiring

Activity (the Army Requiring Activity is responsible for providing the Contractor with its UIC for the purposes of reporting this information)

k) Locations where Contractor and sub-Contractors perform the work (specified by zip code in the United States and nearest city, country, when in an overseas location, using standardized nomenclature provided on website)

l) Presence of deployment or contingency contract language; and Number of Contractor and sub- Contractor employees deployed in theater this reporting period (by country)

While inputs may be reported any time during the FY. The COR shall ensure the contractor submits all data shall no later than October 31 of each calendar year. The COR shall verify that the Contactor has complied with the required contractor manpower reporting annually and document the results in the CORs’ Online SPM File, CMRA section. Contracting officers shall ensure that the requirement to report contractor manpower is included in all contracts, task/delivery orders and modifications.

10.1 Contractor Performance Assessment Reporting System (CPARS)

Documented surveillance data (COR Status Reports, Completed Surveillance Checklists, Customer Feedback and CDRs, if any) will be used to support CPARS ratings. CPARS will be completed in accordance with AFARS, Subpart 5142.15 – Contractor Performance Information. When completing surveillance checklists and monthly reports use the following rating guidance to support your substantiating evidence for contractor performance. Above Satisfactory CPARS performance must provide additional benefit to the Government to receive a rating above satisfactory performance. All CPARS Ratings must be supported by a narrative in the CPARS application, so monthly surveillance reporting documentation is critical in support of the CPARS.

Ratings must be supported by a narrative in the CPARS application.

Rating Contract Requirements Problems Corrective Actions

Exceptional Exceeds Many – Gov’t Benefits Few Minor Highly Effective

Very Good Exceeds Some - Gov’t Benefit Some Minor Effective

Satisfactory Meets All Some Minor Satisfactory

Marginal Does Not Meet Some – Gov’t Impact

Serious: Recovery Still Possible

Marginally Effective;

Not fully implemented

Unsatisfactory Does Not Meet Most – Gov’t Impact

Serious: Recovery Not Likely Ineffective

11 COR/QUALITY ASSURANCE SURVEILLANCE FILES

The official COR/Quality Assurance Surveillance File will be maintained in the on-line SPM module, IAW DoDI 5000.72, and DFARS PFI 201.602-2.

12 QASP CHANGES

This QASP is a living document and, as such, may be changed as needed based on Data Analysis (trends), contract modifications by the KO, etc. The COR will send any recommended changes to the Contracting Officer for approval and the Contracting Officer must approve all changes.

Version

Effective Date Originator Summary of Changes

3.0 27 Mar 2020 Keith Linam Removed Attachments, will use Appendix's A-F

4.1 23 April 2020 Keith Linam Updated PWS Reference’s

Appendix A PERFORMANCE REQUIREMENTS SUMMARY SURVEILLANCE MATRIX

ID Performance Objective

PWS

Reference Performance

Standard Acceptable Quality Level

(AQL)

Method and Type of

Inspection Performance

Incentive 1 Program Management

Support:

The Contractor shall provide all elements of the project management portion to include deliverables IAW the PWS. In addition, Monthly In-Progress Reviews shall be conducted for

AQL.

Paras 8.0 thru 8.15

Contractor is compliant with AQL 90% of the time.

Schedule Milestones shall be met in a manner consistent with the Contract.

50% of the deliverable and schedule issues identified are completed with response input/closure within 3 work days; 80%; within 5 work days; and 100% within 15 work days.

100% Meets milestone schedule

100% attendance of identified and appropriate personnel at status and project review meetings

Review of reports

Continuous oversight

Customer feedback

Meetings

Site visits

Direct observation

For meeting the AQL, the Contractor will receive a “Satisfactory” CPARS rating.

2 Deliverables:

• CDRLs A001 through A019

Para 8.15 and Table 1

Contractor is compliant with AQL 90% of the time.

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

Deliverables comply with the CDRL standards and due dates.

50% of the deliverables and schedule issues identified are completed with response input/closure within 3 work days; 80% within 5 work

Document review

Continuous oversight

Customer feedback

For meeting the AQL, the Contractor will receive a “Satisfactory” CPARS rating.

UNCLASSIFIED//FOR OFFICIAL USE ONLY

PWS

Reference Performance

Standard Acceptable Quality Level

(AQL)

Method and Type of

Inspection Performance

Incentive days; and 100% within 15 work days.

3 Sustainment:

The Contractor shall provide sustainment services in support of the system design to meet requirements of the PWS. As a part of this effort, The contractor shall maintain the current baseline of the system software and hardware and provide software change and problem fixes to these baselines as required. The Contractor shall provide to the USG all developed, modified, or converted source modules, processes, programs, scripts, operating instructions, databases, system files, documentation, test files and test conditions used to develop each approved systems change request. The contractor shall perform sustainment requirements to maintain the system to optimum levels as stated in the PWS.

Paras 4.1 thru 4.1.16

Contractor is compliant with AQL 90% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

Tasks and deliverables completed on schedule and compliant with the PWS requirements.

50% of the deliverables and schedule issues identified are completed with response input/closure within 3 work days; 80% within 5 work days; and 100% within 15 work days.

Document review

Continuous oversight

Customer feedback

For meeting the AQL, the Contractor will receive a “Satisfactory” CPARS rating.

4 System Maintenance:

The Contractor shall be responsible for the operations and maintenance support of all hardware, software, and

Paras 4.2 thru 4.2.2

Contractor is compliant with AQL 90% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Document review

Continuous oversight

For meeting the AQL, the Contractor will receive a

PWS

Reference Performance

Standard Acceptable Quality Level

(AQL)

Method and Type of

Inspection Performance

Incentive peripherals associated with the APPS capability, to include making repairs to the system.

Meets milestone schedule

A fully operational and compliant system is delivered at point of final USG acceptance requiring no further corrections or changes

Tasks and deliverables completed on schedule and compliant with the PWS requirements.

50% of the deliverables and schedule issues identified are completed with response input/closure within 3 work days; 80% within 5 work days; and 100% within 15 work days.

Customer feedback

“Satisfactory” CPARS rating.

5 System Software:

The Contractor shall maintain system software repositories, display processes and visualization capabilities of the APPs system in accordance with the PWS.

Paras 4.4 thru 4.4.5

Contractor is compliant with AQL 90% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

50% of the deliverable and schedule issues identified are completed with response input/closure within 3 work days; 80% within 5 work days; and 100% within 15 work days.

Document review

Continuous oversight

Customer feedback

For meeting the AQL, the Contractor will receive a “Satisfactory” CPARS rating.

PWS

Reference Performance

Standard Acceptable Quality Level

(AQL)

Method and Type of

Inspection Performance

Incentive 6 System Configuration:

The Contractor shall maintain configuration baselines, a configuration status accounting database, and an internal configuration management system for the APPS system in accordance with the PWS.

The contractor shall document the baselines in the TDP and perform Software Engineering Review boards for the APPS system in accordance with the

PWS.

Paras 4.5 thru 4.5.5

Contractor is compliant with AQL 90% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

50% of the deliverable and schedule issues identified are completed with response input/closure within 3 work days; 80% within 5 work days; and 100% within 15 work days.

Document review

Continuous oversight

Customer feedback

For meeting the AQL, the Contractor will receive a “Satisfactory” CPARS rating.

7 Systems Security:

The Contractor shall provide systems security services for the APPS system to include protecting PII, Access Controls, Network Boundary Protection, Continuous Monitoring, and Contingency Operations in accordance with the PWS.

The contractor shall provide a Cyber Security Services Program, develop Security Management Plans, Protection Plans, Incident Response Plans, and Access Control Policies and Procedures for the APPS system in accordance with the PWS.

Paras 4.6 thru 4.6.10

Contractor is compliant with AQL 90% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

50% of the deliverable and schedule issues identified are completed with response input/closure within 3 work days; 80% within 5 work days; and 100% within 15 work days.

Document review

Continuous oversight

Customer feedback

For meeting the AQL, the Contractor will receive a “Satisfactory”

PWS

Reference Performance

Standard Acceptable Quality Level

(AQL)

Method and Type of

Inspection Performance

Incentive 8 Transition In Plan:

The contractor shall facilitate a timely and efficient transition to the APPS Sustainment Management contract.

Paras 6.0 Contractor is compliant with AQL 100% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

100% of the deliverables and schedule issues identified are completed.

All required documentation and software/warranties are delivered.

Document review

Oversight

Customer feedback

DD250

For meeting the AQL, the Contractor will receive a “Satisfactory” CPARS rating.

9 Transfer of Operational Use:

The contractor shall facilitate a timely and efficient transfer of the system and associated software and warranties to the GIRoA for the intended operational use.

All required manuals and documentation shall also be turned over to the GIRoA.

Paras 7.0 Contractor is compliant with AQL 100% of the time

Compliance with requirements in the PWS and with stated specifications and reference documents

Meets milestone schedule

100% of the deliverables and schedule issues identified are completed.

All required documentation and software/warranties are delivered.

Document review

Oversight

Customer feedback

DD250

For meeting the AQL, the Contractor will receive a “Satisfactory”

Appendix B QUALITY ASSURANCE MONITORINGFORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling � 100% Inspection � Periodic Inspection � Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly � Quarterly � needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: _ %

Service Provider’s Performance (Check): � Meets Standards

Narrative of Performance During Survey Period:

PREPARED BY: _ _ _ DATE: _

Appendix C CORRECTIVE ACTION REPORTFORM

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)

9. TYPED NAME AND GRADE 10. SIGNATURE AND DATE

11. ISSUING AUTHORITY

12. TYPED NAME AND GRADE 13. SIGNATURE AND DATE

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

15. COR DETERMINATION

ACCEPTED REJECTED

16. CLOSE DATE

Appendix D CUSTOMER COMPLAINTFORM

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 E PERFORMANCE ASSESSMENTREPORT

PERFORMANCE ASSESSMENT REPORT (PAR)

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

1. CONTRACT/TASK ORDER NUMBER 2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE 5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

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 F COMBATTING TRAFFICKING INPERSONS

Combatting Trafficking in Persons

REQUIREMENT YES NO N/O N/A COMMENT

1. Verify that the contractor has informed its employees of the U.S.

Government’s zero-tolerance CTIP policy, to include informing employees of the actions that will be taken against them for violations of this policy.

2. Verify that the contractor has informed the contracting officer of any information it receives (including from host country law enforcement) that alleges a contractor employee or subcontractor employee has engaged in conduct violating the CTIP policy.

3. Verify that the contractor has informed the contracting officer of any actions taken against contractor employees, subcontractors, or subcontractor employees pursuant to this clause.

JCC-I/A 952.222-0001, Prohibition against Human Trafficking, Inhumane Living Conditions, and Withholding of Employee Passports (July 2009)

4. Verify that the contractor does not knowingly destroy or possess any employee passport (or other immigration document) to prevent an employee’s liberty to travel—in order to maintain the labor or services of that person.

5. Verify that the contractor only holds employee passports and other identification documents for the shortest period of time reasonable for administrative processing purposes.

6. Verify that the contractor provides all employees with a signed copy of their employment contract, in English as well as in the employee’s native language—that defines the terms of their employment/compensation.

7. Verify that the contractor advises the Contracting Officer if/when they learn of their employees violating the human trafficking and inhumane livings conditions.