Attachment 14 STAAS QASP.pdf

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Quality Assurance Surveillance Plan for

AIR FORCE RESERVE COMMAND

On-Site Information Technology Storage-As-A-Service

Purchase Request: F5BFSC4031AW01

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1.0 Purpose

1.1 This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the details associated with a continuous oversight process, to include:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

1.2 The contractor is responsible for implementing and delivering performance that meets contract standards using its own quality control plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to ensure that it meets contract standards. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

1.3 The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

Copies of the QASP and any revisions shall be provided to the Contracting Officer's Representative (COR) to facilitate implementation of surveillance activities. In addition, the QASP should recognize and accommodate unforeseen or uncontrollable circumstances which might occur that are outside the control of the contractor.

1.4 This QASP is designed to provide the Multifunctional Team (MFT) a vehicle to ensure delivery of On-Site Information Technology Storage-As-A-Service (STAAS) services within cost and on schedule. The QASP also provides the CORs an effective systematic surveillance method for each item listed in the Performance Work Statement (PWS), specifically on the Service Summary (SS). It is the Government’s responsibility to be objective, fair and consistent in their assessment of the Contractor’s performance.

Communication and assessment actions stated in the QASP seek to ensure A6CN is provided with STAAS services that are acceptable and timely, and conducted in a manner that will achieve required objectives, cost savings and efficiencies.

1.5 The QASP is used for managing contractor performance assessment by ensuring that systematic quality assurance methods validate that contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The QASP directly corresponds to the performance objectives and standards specified in the PWS. It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document contractor performance results to determine if the contractor has met the required performance standards for each objective in the PWS. Successful completion of the objectives for the performance of the contract constitutes success of the program.

1.6 Generally, authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provide for inspection, acceptance

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and documentation of the service called for in the contract or order. If commercial, quality assurance will be applied in accordance with commercial items clause.

2.0 Services Summary

Performance Objective

PWS Reference Performance Threshold Method of Surveillance

Complete and accurate reports and deliverables

1.4.2, 1.4.4, 1.4.5, 1.5.4, 1.5.5, 1.6.4, 1.6.9, 1.6.11, 1.6.14, 1.8.1.2, 1.9.2, 1.9.3, 1.9.4, 1.9.5 and 1.10.3

Occurs 80% of time with complete, accurate and timely deliverables and reporting.

Remaining 20% will be resolved within 72 hrs.

Monthly review of MSR by COR.

Weekly review of WSR by COR.

Perform Initial Verification, Routine (Annual) or Directed Inventories

1.4.5 Initial Inventory complete

NLT 30 days after contract award. Occurs 100% of time.

Annual Inventories complete NLT 31 Mar yearly. Occurs 100% of time.

Weekly review of WSR by COR.

Provide Emergency unplanned Repairs/Outages support, client server disaster recovery and On- Call Support

1.5.4 Acknowledge within 4

consecutive hours of reported outage. Occurs 100% of time.

Repair completed within 8 consecutive hours of reported outage with no further action required. Occurs 100% of time.

COR and MCCC notified of actions completed within 4 consecutive hours of completion and recorded within WSR. Occurs 100% of time.

Monthly review of MSR by COR.

Weekly review of WSR by COR.

Monitored 24/7 by MCCC via SCOM and user feedback after hours.

COR notification of system outages.

Provide Routine (Planned) Repair/Outages support and On- Call Support

1.5.5 Repair completed by next

business day after problem identified with no further action required. Occurs 80% of time & the other 20% will be resolved within 72 hrs.

COR and MCCC notified of actions completed within 4 consecutive hours of completion and recorded within WSR. Occurs 100% of time.

Monthly review of MSR by COR.

Weekly review of WSR by COR.

Monitored 24/7 by MCCC via SCOM and user feedback after hours.

COR notification of system outages.

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2.2 COR Online File Documentation

The COR will establish and maintain an online file containing training and surveillance documentation utilizing Joint Appointment Module (JAM) and Surveillance and Performance Monitoring (SPM). At a minimum, the following documentation will be uploaded by the COR or PCO as applicable.

a. COR INFORMATION:

Training and Appointment:

DAU CLC 222 Contracting Officers Representative (COR) Online Training U.S. Air Force Annual Ethics Training DoD 002 Combatting Trafficking in Persons for Acquisition & Contracting Professionals CLC 046 DoD Sustainable Procurement Program CLC 107 OPSEC Training PIEE Web-Based Training for SPM, JAM and WAWF QAPC-Led Training Contract-Specific Training Refresher training

b. QASP

c. Designation of Contracting Officer’s Representative

d. Annual COR File Inspection Checklist(s)

e. COR SURVEILLANCE FILE:

i. COR Status Reports/Surveillance:

COR Status Report(s) and Surveillance Checklist (completed monthly) CAR(s)

ii. COR Trip Reports (if applicable):

iii. COR Correspondence Reports:

Meeting Minutes Contractor correspondence

iv. Miscellaneous Documents:

Contract, including modifications (if not in EDA) PWS, including revisions Amended QASP DD Form 254 (if not in EDA) CDRL(s) (if not in EDA) CDRL/Deliverables (if not in WAWF) Contractor Safety Plan Applicable status report(s) Master/Delivery Schedules

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Customer Complaint Records WAWF report(s) and/or other documentation of Contractor payment (if not in WAWF)

2.3 Plan for Corrective Action

2.3.1 Unsatisfactory Contractor performance will result in the COR issuing a negative COR Status Report. The COR will set a suspense date and forward the COR Status Report to the PCO for submission to the Contractor. The PCO will submit the COR Status Report to the Contractor for corrective action. The Contractor shall explain the deficiency and identify the corrective action they shall take to resolve the deficiency and prevent recurrence. The Contractor shall sign and return a negative COR Status Report to the PCO by the suspense date. The COR will upload the COR Status Report in SPM under COR Documents.

2.3.2 If repetitive negative COR Status Reports or a single negative COR Status Report identifying critical Contractor non- compliance are issued without satisfactory resolution, the COR will initiate the CAR process. However, the MFT reserves the right to issue a CAR at any time based on the severity of the Contractor non-compliance. The PCO will set a suspense date and submit the CAR to the Contractor for corrective action. The Contractor shall sign and return the CAR, with a corrective action plan, to the PCO for acceptance by the MFT by the suspense date. The corrective action will be tracked and documented until the deficiency is resolved to the satisfaction of the MFT. The COR will upload the CAR in the SPM module under COR Documents. The CAR will become part of the PCO contract file. If the CAR process fails to resolve the deficiency, the PCO has the right to invoke the Inspection of Supply/Services clause(s) identified in the contract/order.

2.3.3 CORs shall establish a tracking system for corrective actions that includes date COR submitted CAR to PM/FSM, date reviewed by PM/FSM, date reviewed by CO, date issued by CO, contractor’s identified root cause, proposed corrective action, contractor follow-up actions, and get-well date.

2.4 Acceptance of Services

2.4.1 The Contractor shall submit/process payment requests and receipt/acceptance documents via Wide Area WorkFlow (WAWF). Services will be accepted by the COR

2.4.2 CDRL deliverables may be submitted using WAWF or be submitted directly to the MFT member identified on the CDRL. The CDRL will determine submittal requirements; however, separately priced data must be accepted in WAWF in order for the Contractor to receive payment, and both separately priced and non-separately priced data must be accepted in WAWF in order for the contract line item to be closed out.

3.0 Roles and Responsibilities of Multi-Functional Team (MFT)

3.1 General Responsibilities

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3.1.1 The MFT is responsible for ensuring the acquisition utilizes Performance-Based Service(s) Acquisition (PBSA) methods including establishment of performance thresholds, procedures to evaluate Contractor performance and positive/negative incentives to encourage the highest quality of services.

3.1.2 The MFT is responsible for conducting surveillance of Contractor performance to ensure Government requirements including quality of services, cost and schedule are met. The MFT will provide the results of their surveillance to the Contracting Officer’s Representative (COR) for input into the COR Status Report and to the MFT member updating the Contractor Performance Assessment Reporting System (CPARS).

3.1.3 For contracts requiring higher-level quality requirements, the MFT is responsible for developing metrics in tracking the effectiveness of the contractors Quality Management System (QMS) that tie to the SS, QASP, and CPARS. Ensure contracts requiring higher-level contract quality requirements include a SS performance objective that encompasses MFT goals related to quality directly relates to the CPARS category of “Quality”.

3.1.4 The MFT ensures contract oversight focuses on the adequacy and adherence of the contractor to their proposed QMS. The MFT shall focus on whether the COR or contractor is first in detecting defects and trends, who (COR or contractor) accomplishes more inspections, and, whether the contractor is proactively pursuing key QMS functions to ensure quality related problems or defects do not recur.

3.2 Contracting Officer’s Representative (COR)

3.2.1 Registers in Procurement Integrated Enterprise Environment (PIEE) (https://piee.eb.mil) as a COR in the Surveillance and Performance Monitoring (SPM) module. Self-nominates in Joint Appointment Module (JAM) as the designated COR for the contract. If required, files an Office of Government Ethics (OGE) Form 450, Confidential Financial Disclosure Report. Establishes and maintains an online file containing training and surveillance documentation in SPM.

3.2.2 Registers for an account within System for Award Management (SAM) after designation as a COR. No later than 60 calendar days after contract/order award, verifies the Contractor has established a record for the contract/order in SAM. Verifies the Contractor has reported all data for each fiscal year, including an annual count of contractor/subcontractor personnel performing services and the total of contractor/subcontractor labor hours, no later than October 31 of the following fiscal year. Additional information and user manuals for government personnel and Contractors are available at the SAM website (https://www.sam.gov).

3.2.3 Works with the MFT in conducting and documenting surveillance on Contractor performance. Reports unethical conduct and instances of fraud, waste and/or abuse to the Procuring Contracting Officer (PCO). Inspects and accepts/rejects deliverables during contract/order performance and at close-out to ensure contract/order terms and conditions are met. Develops an inspection schedule that shall comprise of at least ten percent of non-services summary items, but no more than twenty percent. Monitors control and disposition of Government property. Monitors Contractor payment and verifies it is commensurate with https://piee.eb.mil/ https://www.sam.gov/

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Contractor performance. Documents Contractor performance via COR Status Report and Surveillance Checklist, Corrective Action Report(s) (CAR), etc. Issues COR Status Report and Surveillance Checklist, at a minimum, monthly and negative COR Status Report (s) or CAR(s) as required.

3.2.4 Ensure contractor’s accepted Quality Management System (QMS) complies with contract requirements. In post award, CORs need to place special emphasis in ensuring the contractor’s QMS is being followed as written, plus is effective in bringing about the desired results – performance equal to or greater than the SS metrics, plus an inspection and corrective action program that identifies and fixes issues without having to be identified by the Government.

3.3 Contracting Officer’s Representative (COR) Supervisor

3.3.1 Selects a qualified COR nominee with the agency experience, relevant technical experience and general competencies as outlined in DoDI5000.72, Enclosure 6, Tables 1-4. Waivers for agency experience must be addressed in the nomination package. Confirms the COR nominee has no personal conflicts of interest with performing the responsibilities to be delegated by the PCO. Verifies the COR nominee has the appropriate clearance for the contract/order. Ensures the COR nominee files an OGE Form 450. Ensures the COR takes initial, annual and any additional training required by the contracting activity. Ensures the COR completes 8 hours of refresher training for Type A contracts and 16 hours of refresher training for Type B and C contracts every three years after completion of the QAPC-Led Training.

3.3.2 Ensures the COR registers in PIEE as a SPM user. Ensures the COR self-nominates as the designated COR for the contract in JAM. Upon notification of the COR self-nomination, approves the nomination in JAM. Reviews the COR's Surveillance File, at a minimum, annually. Considers performance of COR duties in their appraisal.

3.4 Procuring Contracting Officer (PCO)

3.4.1 Only individual authorized to enter into contracts for supplies and/or services by obligating the Government. Determines if a COR is required to conduct/document surveillance of Contractor performance. If the requiring activity has not initiated a COR nomination in the JAM, submits a Request for Contracting Officer’s Representative Support memorandum to the requiring activity. Determines whether a COR is required to file an OGE Form 450. Provides Contract-Specific Training to the COR.

3.4.2 Upon notification of COR Supervisor approval of the COR self-nomination, approves the nomination in the JAM. After contract/order award, submits a Designation of Contracting Officer’s Representative letter to the COR and COR Supervisor for signature and provides copy to the Contractor, thereby ensuring the Contractor is notified of the COR assigned to the contract/order and their areas of responsibility and limitation of authority. Ensures Designation Letter is uploaded in SPM. Upon transfer/termination of the COR, issues a Revocation (Termination) of Designation of Contracting Officer’s Representative Letter and ensures it is uploaded in JAM under "Termination Letter".

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3.4.3 After the COR is designated, uploads a blank copy of the CO’s Annual COR File Inspection Checklist to the SPM module under "Surveillance Documents" to guide the COR in constructing the COR Online File. Reviews the COR reports on Contractor performance in SPM. Approves/Rejects COR Status Reports and any CAR(s). Reviews the COR’s Surveillance File, at a minimum, annually. Documents the results of their review on the Annual COR File Inspection Checklist. Uploads the checklist in the SPM tool under "Surveillance Documents".

3.5 Quality Assurance Program Coordinator (QAPC)

3.5.1 Supports the MFT in the development of the contract/order quality assurance requirements specifically ensuring the requirements are clearly stated and enforceable. Prior to contract/order award, provides training to CORs and COR management [e.g., FC/FD. COR supervisor, etc.]

3.5.2 Provides functional, not technical, support for SPM and JAM users including assistance with registration, role activation and training. Monitors records of COR and COR management training in SPM.

3.6 Contractor

3.6.1 Participates as a member of the MFT upon approval of the Justification & Approval (J&A) or Sole Source Justification (SSJ) if the acquisition is sole source and upon contract/order award if it is competitive.

3.6.2 The Contractor shall ensure the quality of services through a quality and/or inspection system. In order to meet the government’s quality requirements, a contractor’s QMS should be robust enough and resourced adequately to execute four key quality functions: 1) Detection of quality program problems and defects; 2) Identification of root causes for quality related problems/defects; 3) Correction of root causes related to detected problems/defects; and, 4) Follow-up to ensure quality related problems/defects do not recur; a mature QMS requires the contractor be the proactive party on quality issues. The goal is to obtain performance reflective of continuous improvement with no reliance on COR’s surveillance to detect problems/defects, determine root causes, or ensure quality related problems/defects do not recur.

3.6.3 Submits a plan detailing procedures for continuing performance of mission-essential services during a crisis.

3.6.4 Responsible for ensuring personnel, information, system, property, facility and, if applicable, international security requirements are met in accordance with the DD Form 254, Department of Defense Contract Security Classification Specification, and applicable Government regulations.

3.6.5 Maintains an inspection process acceptable to the Government and records of inspections, which shall be made available to the Government as long as the contract requires in accordance with the Inspection of Supply/Services clause(s) identified in the contract/order.

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3.6.6 Signs and returns a negative COR Status Report with corrective action identified by the suspense date. Signs and returns a CAR with a corrective action plan by the suspense date.

3.6.7 Establishes a record for the contract/order in eCMRA no later than 30 calendar days after contract/order award. Enters Order Data, Contact Data and Location Data. Provides an annual count of contractor/subcontractor personnel performing services for each fiscal year if the Department of Defense (DoD) is the requiring activity, if the acquisition is using United States (U.S.) Government appropriated funds, and if the acquisition is greater than or equal to the simplified acquisition threshold (SAT). Reports all Contractor labor hours, including subcontractor labor hours, required for performance of the services provided under the contract/order for each fiscal year in eCMRA.

3.7 Functional Commander/Functional Director (FC/FD)

3.7.1 The FC/FD has determined these services are mission-essential and will continue in the event of a crisis. Reference PWS and QASP signature page.

3.7.2 The Contractor shall submit a written plan detailing procedures for continuing performance of mission-essential services. During a crisis the FC/FD will direct the PCO to authorize the Contractor to activate the plan.

3.7.3 The FC/FD will develop a contingency plan if there is a reasonable doubt that the Contractor will continue to provide mission-essential services during a crisis.

4.0 Management Strategy

4.1 The MFT will meet and record minutes periodically to review contractor’s performance. The COR will issue COR Status Reports and Surveillance Checklist, documenting both satisfactory and unsatisfactory Contractor performance, at a minimum, monthly. The COR Status Report and Surveillance Checklist will be completed as SmartForms and will automatically upload to SPM upon the COR’s submission for PCO to accept or reject. Unsatisfactory Contractor performance will result in the COR issuing a negative COR Status Report. PCO approved COR Status Report will be sent to the contractor. PCO signed negative COR Status Reports will be forwarded to Contractor for acknowledgement and corrective action.

4.2 If repetitive negative COR Status Reports or a single negative COR Status Report identifying critical Contractor non- compliance are issued without satisfactory resolution, the COR will issue a CAR. However, the MFT reserves the right to issue a CAR at any time based on the severity of the Contractor non-compliance. If the CAR process fails to resolve the unsatisfactory Contractor performance, the PCO has the right to invoke the Inspection of Supply/Services clause(s) identified in the contract/order

4.3 Incentives

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4.3.1 If Contractor performance meets or exceeds contractual requirements, positive incentives may include, but are not limited to, decreased surveillance, favorable CPARs and exercising options.

4.3.2 If Contractor performance does not meet contractual requirements, negative incentives may include, but are not limited to, increased surveillance, unfavorable CPARs, not exercising options and Government recourse authorized by the Inspection of Supply/Services clause(s) identified in the contract/order.

5.0 Annual COR Online File Inspection: The COR, the COR Supervisor and the PCO will review the COR’s Surveillance File, at a minimum, annually. The PCO will document the results of their review on the Annual COR File Inspection Checklist. After the COR and COR supervisor sign the checklist, the PCO will sign and upload the checklist in the SPM tool.

6.0 Contractor Performance Assessment Reporting System (CPARS): The total estimated value of the contract exceeds $1,000,000.00; therefore, CPARS reporting is required.

6.1 The MFT will evaluate Contractor performance. The COR will, at a minimum, review the COR Status Reports and other information contained in the COR’s Surveillance File to prepare and substantiate the CPAR. CPARS will be updated, at a minimum annually, documenting Contractor performance for the contract/order. More frequent updates may be made, as required, to document a significant improvement or decline in the level of Contractor performance.

6.2 The Contractor shall have input into the CPAR prior to it being finalized. For each reporting period, the COR will provide the Contractor a draft CPAR with no ratings, only justifications, to examine for seven calendar days. After MFT review of the Contractor’s response, the CPAR will be coordinated through management up to the Division level. Once approved, the CPAR will be sent to the Contractor via CPARS for the official 60 calendar day review. The Contractor shall have the option to concur or non-concur, with comments, via CPARS.

6.3 In evaluating the quality of contractor’s performance, the following performance ratings are used in documenting past performance. The areas rated may include: Quality of Service, Business Relations, Management, Cost Control (if applicable), and Schedule.

Performance Rating

Criteria

Exceptional Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

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Satisfactory Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

7.0 Safety Requirements

7.1 Mishap Notification/Investigation: The Contractor shall report mishaps including damage to DoD property; occupational illness to DoD military or civilian personnel; injury to on- or off-duty DoD military personnel; injury to on-duty DoD civilian personnel; and damage to public or private property or injury or illness to non-DoD personnel caused by Government operations.

The Contractor shall ensure the Safety Office and the PCO are notified of mishaps. The Contractor shall contact the MFT (COR, if available, or another MFT member) by telephone within two business hours. The Contractor shall cooperate with Government safety investigations.

7.2 MFT Surveillance: MFT member(s) will report any potential safety hazards or actual mishaps to the COR. The COR will monitor Contractor reporting and review any mishap notifications. The COR will address safety and/or health issues in the PAR or in a CAR as applicable.

8.0 Trafficking in Persons: The MFT must inform the PCO if the contractor/subcontractor fails to comply with the requirements of FAR 52.222.50, Combating Trafficking in Persons. The PCO must convey the information to DoD Combat Trafficking in Persons (CTIP) Law Enforcement and Support / Office of the Under Secretary of Defense (OUSD) Personnel and Readiness (P&R) Defense Human Resources Activity (DHRA).

9.0 Signatures

By signing below, you are appointed to the MFT for this acquisition and accept the above responsibilities.

QAPC, Office Symbol Date

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COR Date

COR Supervisor Date

PCO Date

By signing below, you are identifying certain services provided under the contract/order as mission essential. (PWS para 1.5.4)

FC/FD Date