Attachment 5 Draft QASP HE1254-20-Q-0027.pdf

Quality Assurance Surveillance Plan

Cisco® Professional Learning and Technical Support

1. Purpose

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract by explaining (1) what is monitored, (2) how monitoring occurs, (3) who monitors, and (4) how monitoring efforts and results are documented.

2. Background

Cisco Networking Academies, a college and career ready program, have been implemented in

DoDEA's high schools since 2002. Students and teachers report that the program helps students improve their information technology (IT) skills, understand industry requirements, and determine whether or not they want to choose IT as their career field.

This highly technical curriculum requires teachers to have ongoing technical assistance and support throughout the school year. Also, the progress of these Cisco Networking Academies needs to be monitored to ensure that they are in compliance with Cisco's Quality Assurance Plan (QAP). .

3. Objectives

DoDEA requires instructor training/certification and ongoing technical support for this program to include the monitoring of quality assurance and performance in conformance with

Cisco's Networking Academy QAP. The professional learning component includes virtual training for both new teacher training, certified teachers, and selected above-school level subject-matter experts. Although numbers may vary slightly in the option years, DoDEA currently has nine IT Essential programs systemwide. DoDEA expects to make one award for a 12-month base year and four 12-month option years.

This QASP does not detail how the Contractor accomplishes the work, but is based on the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. The Government is responsibility to be objective, fair, and consistent in evaluating performance. The QASP takes into account that unforeseen and uncontrollable situations may occur. It is a living document, which the Government may review and revise on a regular basis to ensure it remains valid, useful, and enforceable. The Government will coordinate any changes with the Contractor. DoDEA will provide copies of the original QASP and revisions to the Contractor and Government officials implementing the surveillance activities.

4. Government Personnel Responsible to Oversee and Coordinate Surveillance

Contracting Officer (KO) - Ensures performance of all necessary actions for effective contracting, compliance with the contract terms, and safeguarding the interests of the Government in the contractual relationship. Ensures the Contractor receives impartial, fair, and equitable treatment under this contract. Is responsible for the final determination of Contractor performance.

Assigned KO: TBD

DoDEA HQ – Phone xxx-xxx-xxxx– Email address

Contracting Officer’s Representative (COR) - Is responsible for technical administration of the contract, ensures proper Government surveillance of Contractor performance. Keeps a quality assurance file. Provides all corresponding documentation to the KO when the contract expires. Is not empowered to make any contractual commitments or authorize any contractual changes on the Government’s behalf. The Contractor shall refer any changes that may affect contract price, terms, or conditions to the KO for action.

Assigned COR: TBD

DoDEA-HQ – Phone xxx-xxx-xxxx– Email address

5. Contractor Representatives

The following employee(s) of the Contractor serve as the Contractor’s Program Manager and

Task Manager for this contract:

Program Manager: TBD

Organization: xxx-xxx-xxxx – Email address

6. Performance Standards

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet contract standards. The Performance

Requirements Summary Matrix below includes the performance standards. The Government will determine Contractor performance by comparing them to the Acceptable Quality Level (AQL).

Performance Standards and Acceptable Quality Levels (AQL)

Objective 1, Professional Learning

Performance Standard and Related Task

AQL

Inspection

Method Incentives*

* Unless specified otherwise, possible ratings are as follows: exceptional, very good, satisfactory, marginal, or unsatisfactory, per FAR 42.1503, Table 42-1, “Evaluation Ratings Definitions”.

Task 1, New Teacher Professional Learning, PWS 2.1.1

Zero deviation from the PWS.

Dates and times determined post-award

100% compliance

COR inspection and stakeholder feedback

NA

Task 2, Ad Hoc Professional Learning, PWS 2.1.2

Zero deviation from the PWS.

Dates, times, and medium determined post-award

100% compliance

COR inspection and stakeholder feedback

NA

Performance Standards and Acceptable Quality Levels (AQL)

Objective 2, Technical Support, Licenses, and Reports

Task 3, General Technical

Support, PWS 2.2.1

Zero deviation from the PWS.

Ongoing, five business days after the post-award conference

Provide upgrades, maintenance, etc. per industry standards.

Respond to 95% of requests in the time specified in the PWS.

COR inspection and stakeholder feedback

NA

Task 4, Licenses, PWS 2.2.2

Zero deviation from the PWS.

Two business days after receipt of a delivery order

100% compliance

COR inspection and stakeholder feedback

NA

Task 5, Reports, PWS 2.2.3

Zero deviation from the PWS.

Provided 15 July each year

100% compliance COR inspection NA

Task 6, Meetings, PWS 2.2.4

Zero deviation from the PWS.

Determined post-award

No more than one meeting per year will need to be rescheduled.

COR inspection NA

Performance Standards and Acceptable Quality Levels

Objective 3, eCMRA

Performance Standard and

Related Task AQL Inspection Method Incentives

Task 7, eCMRA, PWS 2.3.1

Zero deviation from the PWS.

During the required timeframe, per the eCMRA website.

Information entered into eCMRA shall be 100% accurate

The COR shall query eCMRA to ensure information is entered and review a copy of the eCMRA information entered provided by the Contractor.

NA

7. Incentives: NA

8. Methods of QA Surveillance: Various methods exist to monitor performance. The COR will use the surveillance methods listed below. Regardless of the surveillance method, the COR will always contact the Contractor's task manager or on-site representative when a defect is identified and inform him/her of the specifics. The COR is responsible to monitor Contractor performance in meeting a specific performance standard/AQL usually by one of the following methods:

Direct Observation: Performed periodically or through 100% surveillance as needed.

Periodic Inspection: Done as required.

Validated User/Customer Complaints: Based on complaints from stakeholders.

100% Inspection

Surveillance results may be used as the basis for actions (including payment deductions) against the Contractor. In such cases, the contract’s Inspection of Services clause becomes the basis for the KO’s actions.

9. Ratings: Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. Unless otherwise specified, the following rating scale will be used:

Exceptional: Performance significantly exceeds requirements to the Government’s benefit.

Satisfactory: Performance meets contractual requirements.

Unsatisfactory: Performance does not meet contractual requirements.

10. Documenting Performance

Acceptable Performance: DoDEA will document acceptable performance. Any report may become a part of the supporting documentation history. A report template is attached.

Unacceptable Performance: When unacceptable performance occurs, the COR will inform the Contractor. Notification will normally be in writing unless circumstances necessitate verbal communication. In any case, the COR will document the discussion and place it in the COR file. When the COR determines formal written communication is required, s/he will prepare a Contract Discrepancy Report (CDR) and present it to the Contractor's task manager or on-site representative. A CDR template is attached.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the

Contractor is required to prepare a corrective action plan, i.e., the Contractor’s plan to correct the unacceptable performance and avoid a recurrence. The CDR will also state how long the Contractor has to present this corrective action plan to the COR. The Government will review the Contractor's corrective action plan to determine acceptability. A CDR may become a part of the supporting documentation for contract payment deductions or other actions deemed necessary by the KO.

11. Measurement

Frequency of Measurement: During contract/order performance, the COR will take periodic measurements, as specified in the AQL column of the Performance Requirements Summary

Matrix and analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

Frequency of Performance Assessment Meetings: The COR will meet with the Contractor at a minimum of once per year to assess performance and obtain a written assessment.

12. COR’s Quality Surveillance File

The COR’s quality surveillance file shall contain the following documentation:

1) COR appointment letter, any changes to that letter, and any termination letters

2) COR training certificates

3) Contract and all contract modifications

4) Applicable quality assurance surveillance plan (QASP)

5) Names, titles, and contact information of all key personnel assigned to this contract, both

Government and Contractor

6) Surveillance schedules / checklists, if applicable

7) All correspondence (1) by authorized Contractor and Government personnel regarding performance of the contract and (2) customer feedback

8) Memoranda for record of minutes of any meeting, telephone conversations and discussions with the contractor or others pertaining to the contract or contract performance

9) Documentation pertaining to acceptance of services, reports or data

10) Contractor’s quality control plan (QCP), if applicable

Prepared by TBD

TBD, COR Date

Performance Report

< This template will be used to formally document surveillance. >

1. Contract number:

2. Prepared by:

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

Method of surveillance.

How frequently you conducted surveillance.

Surveillance results.

Number of observations.

Prepared by:

Contracting Officer’s Representative Date

Contract Discrepancy Report (CDR)

< This template will be used to formally document discrepancies. >

1. Contract Number:

2. To: (Contractor Task Manager or on-site representative)

3. From: TBD

4. Date and time observed discrepancy:

5. Discrepancy or problem:

<Describe in detail. Identify any attachments.>

6. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written

Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this CDR. >

Prepared by:

Contracting Officer’s Representative Date

Received by:

Contractor Task Manager or On-Site Representative Date

The COR may initiate a CDR at any time, including when (1) the number of monthly recorded defects for a performance standard exceeds the allowable number of defects, (2) unacceptable performance is determined critical in nature and requires formal corrective action, and (3) an unfavorable trend in Contractor performance is detected.