Attachment 13-5 IDIQ Quality Assurance Surveillance Plan (QASP).pdf

ATTACHMENT 5

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

for the Information Management Communications Services Support Contract (IDIQ)

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government-developed and applied document used to make sure that systematic quality assurance (QA) methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in this contract. The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract and that the Government only pays for the acceptable level of services received.

2. AUTHORITY

Authority for issuance of this QASP is provided under Contract Section E – Inspection and Acceptance, which provides for inspections and acceptance of the articles, services, and documentation called for in this contract to be accomplished by the Contracting Officer or his/her duly authorized representative(s).

3. SCOPE

To fully understand the roles and the responsibilities of the parties, it is important to first define the distinction in terminology between the Quality Control Plan and the Quality Assurance Surveillance Plan. The Contractor, and not the Government, is responsible for management and quality control (QC) actions necessary to meet the quality standards set forth by the contract. The Contractor develops and submits his Quality Control Plan (QCP) for Government approval in compliance with his contract deliverables. Once accepted, the Contractor then uses the QCP to guide and to rigorously document the implementation of the required management and QC actions to achieve the specified results. The QASP on the other hand, is put in place to provide Government surveillance oversight of the Contractor’s QC efforts to assure they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the contract nor is it intended to duplicate the Contractor’s QCP. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing a QCP that will interrelate with the Government’s QASP.

4. DEFINITIONS. The following definitions for Government resources are applicable to this plan:

Contracting Officer (KO) - A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government.

Contracting Officer's Representative (COR) - An individual designated in writing by the Contracting Officer to act as his/her authorized representative to assist in administering a contract. The source and authority for a COR is the Contracting Officer. COR limitations are contained in the written letter of designation.

5. RESPONSIBILITIES.

The Government resources will have responsibilities for the implementation of this QASP as follows:

KO – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract, and safeguards the interests of the United States in the contractual relationship. The Contracting Officer assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

COR - The COR is responsible for technical administration of the overall project and assures 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 Contracting Officer for action.

6. METHODS OF QA SURVEILLANCE.

The below listed methods of surveillance will be used in the administration of this QASP. In addition to specific instructions that may be mentioned, the appropriate and standardized form to be used for documentation of QA surveillance is the Surveillance Activity Checklist, included as Attachment A. This checklist will be incorporated into the COR's monthly report.

Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The COR will also keep the tabulated results of all customer satisfaction surveys on file and will enter the summary results into the Surveillance Activity Checklist.

100% Inspection - This level of inspection will be accomplished by automated monitoring and documentation features built into the utilized NETOPS Support System (NSS). Each month, the COR will review the generated documentation and enter summary results into the Surveillance Activity Checklist.

Periodic Inspection - Periodic inspections will be conducted if and when specified in the PWS. The appropriate Government representative will typically perform the periodic inspection on a monthly basis, or a predetermined plan for inspecting part of the work will be established using subjective judgment and analysis of agency resources to decide what work to inspect and how frequently to inspect it.

Random Sampling/Monitoring - Random sampling/monitoring will be conducted if and when specified in the PWS. For the potential tasks that have been identified so far and included in this QASP, the random monitoring will be performed by the COR.

7. IDENTIFIED QA SURVEILLANCE TASKS.

The items identified within the PWS under Performance Metrics are to be monitored under this QASP as outlined in each installation task order.

8. DOCUMENTATION.

The COR will, in addition to providing documentation to the Contracting Officer, maintain a complete QA file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’ s performance of the QA function, including the originals of all Surveillance Activity

Checklists. All such records will be retained for the life of this contract. The COR will forward these records to the Contracting Officer at termination or completion of the contract.

9. ATTACHMENTS.

Attachment A – Surveillance Activity Checklist

Required Services Performance

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Standards

Surveillance

The Contractor shall meet and or exceed overall service quality levels for performance under this contract 100% of the time.

The Contractor shall provide efficient and effective contract management to include tracking of personnel;

appropriate labor and skill mix; change management; and improvement initiatives for cost, schedule and performance under this contract 99% of the time.

Customer input and feedback.

100% inspection of the Monthly COR Report by the COR.

Periodic inspection of reports and plans.

Positive and negative performance will be documented in monthly

COR/COTR

reports and past performance reports.

_____Exceeded

_____Met

_____Did Not Meet

Quality of Work Products

The Contractor shall meet and or exceed performance requirements for projects, tasks and associated deliverables under this contract 100% of the time.

The Contractor shall complete projects or tasks, within or below cost, and on schedule or ahead of schedule 99% of the time.

100% inspection by the COR of the Monthly COR report.

Periodic inspection of reports and plans.

Positive and negative performance will be documented in monthly

COR/COTR

reports and past

_____Did Not Meet

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Phase‐In/Out Plan C.1.5

The Contractor shall provide the Government with a Phase In/Out plan that provides for receiving all open work and associated materials and assets in the possession of the Government. This plan shall ensure transparency and continuity of services to preclude any adverse impact on the mission with 100% accuracy.

The Contractor shall execute, respond and meet phase‐in/phase‐out procedures and complete all outstanding requirements with 99% accuracy detailed in the transition plan

100% inspection of all equipment, documenting discrepancies and reporting them to the

COR

Positive and negative performance will be documented in monthly

COR/COTR

reports and past

_____Did Not Meet

Government Property C.1.6.

The Contractor shall maintain, safeguard, and manage Government property with 100% accuracy.

The Contractor shall be responsible for tracking, movement, and accountability of Government property and meets 98% accuracy and 100% accuracy for sensitive and controlled items.

Periodic inspection and review of monthly and annual inventory reports by COR.

Positive and negative performance will be documented in monthly

COR/COTR

reports and past

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Quality Control Plan (QCP) C.2.11

The Contractor develops, implements, and maintains a Quality Control Program that monitors, assesses, evaluates, and collects data for analysis in order to recommend, anticipate, and improve future performance in all areas identified in the

PWS.

The plan shall be submitted to the Government within 45 days after contract award and revisions within 15 days of receipt from the COR.

Periodic, Annual, or upon any change or revision inspections by the COR to include sustainment of quality control plans/program s, quality assurance systems and records and files at all times.

Positive and negative performance will be documented in monthly

COR/COTR

reports and past

_____Did Not Meet

Inside Plant, C.2.3.2 The Contractor shall ensure full operational capability and system availability at all time.

The Contractor shall ensure full operational capability and system availability 99% of the time.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.

Positive and negative performance will be documented in monthly

COR/COTR

reports and past

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Unified Capabilities and Communications

(UC), C.2.3.1

The Contractor shall ensure full operational capability and system availability at all time

The Contractor shall ensure full operational capability and system availability 99% of the time.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and

Contractor reports by

COR.

Positive and negative performance will be documented in monthly COR reports and past

_____Did Not Meet

Outside Plant (Telephone poles, pedestals, manholes) C.2.3.4 and Attachment 1 of installation Task Orders

The Contractor shall inspect 1/12 of all installation telephone poles, pedestals, and man‐ or hand‐holes each month.

The Contractor shall inspect 98% of 1/12th of all installation telephone poles, pedestals, and man‐ or hand‐holes each month.

COR inspection of telephone poles, pedestals, and man‐ or hand‐holes and Contractor reports.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Outside Plant (cable), C.2.3.4

The Contractor shall correct or complete all customer assigned trouble tickets and service/work orders.

The Contractor shall correct or complete 98% of all assigned trouble tickets and service/work orders.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Information Technology Support

(NIPRNET/SIPRNET)

C.2.4

The Contractor shall provide support as identified in installation task orders.

The Contractor shall correct or complete 98% of technical end‐user trouble tickets and service/work orders.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Network Administration/ Maintenance, C.2.4.1

The Contractor shall provide technical and end‐user support for systems and software applications and correct or complete technical end‐user trouble tickets and service/work orders.

The Contractor shall correct or complete 98% of technical end‐user trouble tickets and service/work orders.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Help Desk Assistance, C.2.4.2

The Contractor shall answer incoming trouble calls from NEC customers within 20 seconds.

The Contractor shall answer incoming trouble calls from customers within 20 seconds.

Customer input and feedback.

COR makes periodic phone calls to Help Desk.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Help Desk Customer Service Support (CSS), C.2.4.3

The Contractor shall provide O&M assistance to functional users and correct or complete trouble tickets and service/work orders.

The Contractor shall provide O&M assistance to functional users and correct or complete 98% of functional user trouble tickets and service/work orders.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Voice of Internet Protocol (VoIP/VoSIP), C.2.4.4

The Contractor shall provide maintenance support for VoIP/VoSIP systems as identitied in installation task orders.

The Contractor shall ensure full operational capability and system availability 99% of the time.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance reports.

_____Exceeded

_____Met

_____Did Not Meet

Network Engineering Design, engineer, and troubleshoot WANs and LANs, Security, Network Management, Circuit, Voice, Voice Over IP, Transmission, AD, Exchange, and ESM with 99.99% reliability as identified in installation task orders.

The Contractor shall ensure all networks are operational and meets 99.95% reliability.

Contractor shall execute best engineering practices in network builds integration, test and packaging of infrastructure and applications solutions IAW applicable directives outlined in the PWS.

Customer input and feedback.

Periodic inspection of plans and reports by the

COR.

Positive and negative performance will be documented in monthly

COR/COTR

reports and past

_____Did Not Meet

Technical Control Facility, C.2.5.1

The Contractor shall perform all duties associated with control O&M and ensure full operational capability at all times.

The Contractor shall perform all duties associated with control O&M and ensure full operational capability 99% of the time.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR, Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Video Teleconferencing (VTC) Systems O&M, C.2.5.3

The Contractor shall support live video teleconferencing in association with Government missions and establish VTC schedules and establish VTC connections to support installation customers with 99.9% operational reliability.

The Contractor shall support live video teleconferencing in association with Government missions and establish VTC schedules and establish VTC connections to support installation customers with 98% operational reliability.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Radio Systems Maintenance, C.2.6

The Contractor shall provide Radio Systems Maintenance support as identified in installation task orders with 99.9% operational reliability

The Contractor shall provide mission support with 99% operational reliability

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Maintain Land Mobile Radio Network, C.2.6.2

The Contractor shall support the NEC Land Mobile Radio Network with 99.9% operational reliability

The contractor shall support the NEC Land Mobile Radio Network 99% with operational reliability.

Customer input and feedback.

Periodic inspection of trouble tickets, service/work orders and outage reports by COR.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Tower and Antenna Maintenance C.2.7

The Contractor shall provide tower and antenna maintenance support as identified in installation task orders.

The Contractor shall ensure fully operational capability and meets 95% reliability.

Customer input and feedback.

Periodic inspection by COR to include reports.

Positive and negative performance will be documented in monthly COR reports and past performance reports.

_____Exceeded

Standards

Acceptable Quality

Levels

Surveillance

Methods

Incentives/Dis incentives for Meeting or

Not Meeting Performance

Configuration Management, C.2.8

The Contractor shall maintain accurate site drawings in accordance with commercial practices.

The Contractor shall maintain the site drawings in accordance with commercial practices and with 99% accuracy.

100% COR

inspection of all drawings.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Deliverables, C.2.13 and as identified in installation task orders.

All Contractor reports are provided by due dates as identified in installation task orders.

99% of Contractor reports are provided by due dates.

100% COR

inspection of all Contractor reports.

Positive and negative performance will be documented in monthly COR reports and past performance.

_____Exceeded

_____Met

_____Did Not Meet

Supply Operations, as identified in installation Task orders.

The Contractor shall order, stock, and issue parts and supplies required as identified in installation task orders.

The Contractor shall ensure fully operational capability and meets 95% reliability.

Customer input and feedback.

Periodic inspection by COR to include reports.

Positive and negative performance will be documented in monthly COR reports and past performance reports.

_____Exceeded

ATTACHMENT A

Surveillance Checklist

Date Accomplished _____________________

Reviewer _____________________

Overall Compliance (Check One) _________Exceeded _________Met ______Did Not Meet