Attachment 2 - QASP.pdf

Encl 4, QASP 23Jun2017/v3

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title Defense Information Systems Network (DISN) CONUS Optical Network Enhancement (Link 42)

2. Purpose:

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

• What will be monitored?

• How monitoring will take place.

• Who will conduct the monitoring?

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

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

Contracting Officer (KO) – The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical over-sight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The pur-pose is to ensure that the contractor meets the performance standards contained in the contract. The COR is respon-sible for reporting early identification of performance problems to the KO. The COR is required to provide an an-nual performance assessment to the KO which will be used in documenting past performance. The QASP is the pri-mary tool for documenting contractor performance. The COR is not empowered to make any contractual commit-ments or to authorize any contractual change on the Government’s behalf.

4. Primary Method of Surveillance: Periodic inspection for Task 1. There will be 100% inspection for Task 2 and 3.

100 Percent Inspection. This is usually only the most appropriate method for infrequent tasks or tasks with stringent performance requirements, e.g., where safety or health is a concern. With this method, per-formance is inspected/evaluated at each occurrence. One hundred percent inspection is too expensive to be used in most cases.

Periodic Inspection: These services are monitored weekly, monthly, quarterly, semiannually, annually, etc. Periodic types of activities are perfect for periodic inspection because not only are they infrequent, but there is normally a predetermined, specified time frame within which the tasks must be accomplished.

Therefore, you know exactly when to conduct the evaluations. Periodic inspections automatically become 100 percent evaluations or "100 percent checks." Inspections should be divided and scheduled by fre-quency: annual, semiannual, quarterly, monthly, weekly and as required. Sometimes services are required for which the time or frequency cannot be predicted, such as accident investigations, one-time special task-ing by higher headquarters, etc. These would be labeled "as required inspections." Others are known and predictable such as the quarterly status report or the monthly travel report currently included in some DISA service contracts.

Surveillance Matrix

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

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

5. Performance Standards:

Performance Standard Acceptable Quality Level

(AQL)

Method of Surveillance

Task Area 1 and 2: Deliver-ables are submitted on time and the Contractor manages performance of the overall requirement in accordance with the Project Schedule.

Contractor ensures perfor-mance of all tasks meet the requirements of the PWS and standard DISA require-ments (e.g. TSRs, SCLs).

Deliverables contain required in-formation and are delivered per the following: 95% for Revisions that occur are minor and are resolved in a satisfactory manner.

Schedules and provided imple-mentation plans are accurate 95% of the time. Issues that occur are minor and are resolved in a satis-factory manner.

Periodic inspection of deliverable products and services.

Task Area 2: OLA installa-tions/maintenance will con-form to accepted Telecom practice for other installations in contractor facilities.

All installation/maintenance will be of the same quality as similar equipment in the same facility. De-liverables contain required infor-mation and are delivered on time at least 99.9% of the time, due to the critical services to be provided.

Revisions that occur are minor and are resolved in a satisfactory man-ner.

100% inspection of installations will be conducted.

Task Area 2: Testing and test data will meet manufac-turers’ requirements to en-sure the equipment func-tions as designed.

All test data will be provided to the government engineering team and DGOC for review and histori-cal records. Deliverables contain required information and are deliv-ered on time at least 99.9% of the time, due to the critical services to be provided. Revisions that occur are minor and are resolved in a sat-isfactory manner.

The Government will perform 100% inspection of the test data to ensure it complies with equipment manufactur-ers’ requirements.

Task 2: System integration will be acceptable when the Link passes the 72 hour Bit Error Rate (BER) test with no errors.

All test data will be provided to the government engineering team and DGOC for review prior to any service being activated. Delivera-bles contain required information and are delivered on time at least 99.9% of the time, due to the criti-cal services to be provided. Revi-sions that occur are minor and are resolved in a satisfactory manner.

100% inspection of and acceptance of all test data prior to any service activa-tion.

Task 3: Operation and Sustainment of fiber, co-location facilities, and equipment:

• System availability in ac-cordance with PWS is 99.9% due to the critical ser-vices to be provided.

• Response times for cable failure should occur within 2 hours.

• Repair times for fiber out-ages are within 8 hours.

• Response time for equip-ment failure within 2 hours after GNSC notification.

• Restore time for equipment failures at co-location facili-ties within 8 hours (from ar-rival to restoration).

Due to the critical services to be provided, performance occurs with no required re-performance or re-work 99.9% of the time. Re-visions that occur are minor and are resolved in a satisfactory manner. Repair time starts once personnel arrive on-site, and re-pair is considered complete when the DGOC confirms it is opera-tional.

100% Inspection.

6. Documenting Performance:

Acceptable Performance.

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

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule sur-veillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will nor-mally be in writing unless circumstances necessitate verbal communication. The COR shall document the discus-sion and place it in the COR file and provide a copy to the KO.

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

The contractor shall acknowledge receipt of the CAR in writing. The CAR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CAR will also state how long after receipt the contractor has to present this corrective ac-tion plan to the KO and COR. The Government may withhold payment for services until corrective action is taken.

The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

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

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

8. Acceptable Quality Level (AQL):

Task 1: The AQL for Task 1 is 95% Task 2: The AQL for Task 2 is 99.9% due to the critical services provided Task 3: The AQL for Task 3 is 99.9% due to the critical services provided

9. Evaluation Method:

The COR will document the time of verbal notification to the contractor. The COR will document the official time and date of notification on the Maintenance Call Record. The COR will review self-diagnostic systems logs, con-duct a comparison with actual maintenance performance and otherwise verify and validate contractor performance.

The contractor shall enter in the record the official time the system is restored to full operational status. The COR will confirm the date and time of problem resolution in the record.

10. Performance Rating

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

Performance Rating Criteria

Exceptional

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

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.

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

Marginal

Performance does not meet some contractual requirements. The contractual perfor-mance reflects a serious problem for which the contractor has not yet identified cor-rective 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.

Appendix 1 - Surveillance Matrix

Performance

Standards

Acceptable Quality Levels

Methods of Calculation Surveillance Results/Ratings

Task 1 - De-liverables are submitted on time and the Contractor manages per-formance of the overall re-quirement in accordance with the Pro-ject Schedule.

Contractor en-sures perfor-mance of all tasks meet the requirements of the PWS.

Target Criteria:

Deliverables con-tain required in-formation and are delivered on time at least 95% of the time. Revi-sions that occur are minor and are resolved in a sat-isfactory manner.

Schedules and provided imple-mentation plans are accurate 95% of the time. Is-sues that occur are minor and are resolved in a sat-isfactory manner.

Minimum Ac-ceptable:

Deliverables con-tain required in-formation and are delivered on time at least 90% of the time.

Schedules and provided imple-mentation plans are accurate 95% of the time.

Calculation:

Deliverables pro-vided by the due dates specified in the PWS and con-tain the required information are considered on time. Deliverables provided after the due dates are con-sidered late.

Accuracy of schedules and im-plementation plans measured against actual milestone comple-tion dates.

Measurement Interval – The Measurement Interval is monthly.

Measurement Period – The Measurement Period begins at start of contract and ends at contract end period of performance.

Source of Measurement Data – Receipt of Deliver-ables by specified recipi-ents in Delivery Schedule.

Method of Surveillance – Periodic Inspection

Timing of Measurement Measurements are taken within thirty (30) days of the end of the Measure-ment Period.

Reporting Frequency: - Reporting to commence upon Contract Award and continue throughout the Period of Performance.

Pass/Fail

Task 2 -Avail-ability of end-to-end pro-vided service fully in com-pliance with the PWS

Target Criteria:

Availability shall be 99.9% or greater measured over a monthly 30-day average.

Calculation:

Performance oc-curs when circuit operates on a con-tinuous basis, 24 hours and 7 days a week, averaged over a month of at least 99.9%.

Measurement Interval – The Measurement Interval is monthly

Measurement Period – The Measurement Period begins at circuit ac-ceptance and ends at con-tract end period of perfor-mance.

Due to the criti-cal services to be provided, all cir-cuits must meet the target criteria.

Source of Measurement Data – Network manage-ment systems and tools

Method of Surveillance – 100% inspection of deliv-erables, schedules, and im-plementation plans

Timing of Measurement Measurements are taken within thirty (30) days of the end of the Measure-ment Period.

Reporting Frequency: - Reporting to commence upon Contract Award and continue throughout the Period of Performance.

Task 2 – Sys-tem integra-tion will be acceptable when it passes the 72 hour Bit Error Rate (BER) test with no errors

Target Criteria:

Performance oc-curs when test data provided to the Government validates circuit performance over the test period.

Due to the criti-cal services to be provided, all cir-cuits must meet the target criteria.

Calculation:

Performance oc-curs when there 72 hour BER test is completed with no errors.

Measurement Interval – The Measurement Interval is 72 hours

Measurement Period – The Measurement Period begins at start of contract and ends at contract end period of performance.

Source of Measurement Data – Test acceptance ac-tivities

Method of Surveillance – 100% inspection of test data

Reporting Frequency: - One time after test comple-tion

Appendix 2 – Performance Assessment Report

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)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUM-

BER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 4 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

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

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the defi-ciency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

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

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE