Attachment 6 - QASP.pdf

ATTACHMENT A

ENVIRONMENTAL AWARENESS TRAINING SYSTEM (EATS)

QASP MATRIX

Deliverable or Service Requirement

Measurement/ Metric Performance

Standard Maximum Error Rate

Method of Surveillance

Procedures to be taken when performance standards are not met

Provide Web Based Environmental Awareness Training

Timeliness

Contractor shall provide web-based EATS that is organized into media specific training modules and shall be in compliance with at a minimum Federal statutes and regulations.

The customization will be required to be in accordance with the state, sometimes local and DoD policies, instructions, and guidance on an installation basis. All Navy personnel, civilians and contractors associated with a subscribing installation or facility shall have unlimited 24-hour access to the system and training. There shall be no out of compliance course content.

0% Routine inspection All Navy personnel, civilians and contractors associated with a subscribing installation or facility, should have access to the system 24-hour in all training materials; if the system is going to be down, contract shall make a notification in the Welcome page prior to the scheduled system down.

If contractor fails to incorporate the notification, Government will increase oversight, and will increase the frequency of auditing of all courses/services if access becomes issue.

Customization Quality Contractor shall provide a customized “home page” for each installation where it is being deployed.

Average Administrator satisfaction with the timeliness and quality of the customized site shall be a 3.5 or higher on a 5-point scale.

0% Routine inspection If contractor fails to incorporate the customization, Government will increase oversight, and will increase the frequency of auditing.

System Availability Timeliness The EATS shall be made accessible by the Contractor via a standard web browser at all times with limited interruption of service. The contractor shall

0% Routine inspection All Navy personnel, civilians and contractors associated with a subscribing installation or facility, should have access to the system 24-hour in all training materials; if the system provide a log of interruption of services which will be made available to the Navy within five

(5) days upon request. The Contractor shall keep the application on-line and accessible using a standard web browser for continuous use 24 hours a day, 7 days a week with less than 72 hours of interruption in service in a contract year.

goes down, contactor shall provide a log of interruption of service.

If contractor fails to incorporate the notification within 5 days, Government will increase oversight, and will increase the frequency of auditing if it becomes issue.

Testing Certificates Quality The Contractor shall provide users with a Certificate of Completion when they complete a training module and training plan.

The EATS shall create and store a personalized certificate of training for each training plan completed by the user. The user shall be able to print the certificate for his/her records.

0% Routine inspection If contractor fails to incorporate the testing, Government will increase oversight, and will increase the frequency of auditing.

Collaborative Learning Environment (CLE)

Quality The Contractor shall maintain an on-line CLE application that is accessible using a standard web browser for continuous use 24 hours a day, 7 days a week with less than 72 hours of interruption in service in a contract year.

0% Routine inspection If contractor fails to maintain an on-line CLE application accessible for continuous use as specified under the performance standard with less than 72 hours of interruption, Government will increase oversight, and will increase the frequency of auditing of all courses/services if access becomes issue.

Help Desk Timeliness Contractor shall operate a help desk to provide timely customer support by phone and email to users. The Contractor shall respond to assistance requests from a user or administrator within 48 hours.

0% Routine inspection If contractor fails to provide timely customer support as specified under the performance standard, Government will increase oversight, and will increase the frequency of auditing of all courses/services if access becomes issue.

Customer Satisfaction Quality The Contractor shall track customer satisfaction with the program. The satisfaction level of both users and administrators shall be measured and reported.

The Contractor shall solicit random feedback from users on content quality, customer service

0%

Routine inspection If recommended corrections are not incorporated as prescribed by performance standard, the Government will increase oversight, and will increase the frequency of auditing of all courses/classes if becomes issues and ease of use. On a 5-point scale the Contractor shall maintain an average of 3.5 or better on a quarterly basis.

Invoices Accuracy

Completed invoices will include the fixed price cost for courses/services provided.

Invoices for completed services shall be provided to the COR monthly.

Routine inspection

If invoices are not received within the specified period, details will be recorded on “past performance report card”.