Attachment II - QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

INFORMATION TECHNOLOGY

ORACLE DATABASE ADMINISTRATION, SALESFORCE ADMINISTRATION, WEB DEVELOPMENT,

GRAPHIC DESIGN AND BLACKBOARD SERVICES

1.0 PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance 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.

2.0 AUTHORITY

Authority for issuance of this QASP is provided under FAR 52.212-4(a), Inspection/Acceptance; which provides for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the Contracting Officer or his duly authorized representative.

3.0 SCOPE

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The Quality Assurance Surveillance Plan (QASP) is put in place to provide Government oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract or task order. The QASP is not a part of the contract nor is it intended to duplicate the Contractor’s Management Plan.

4.0 GOVERNMENT RESOURCES

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

Procuring Contract Officer (PCO) - 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 PCO to act as his authorized representative to assist in administering a contract. The source and authority for a COR is the PCO. COR limitations are contained in the written letter of appointment.

Technical Lead (TL) - An individual designated in writing by the COR to act as his authorized representative to assist in administering a contract. TL limitations are contained in the written letter of appointment.

5.0 RESPONSIBILITIES

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet quality standards set forth by the contract. The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that 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 Management Plan.

Procuring Contract Officer (PCO) – The PCO ensures performance of all necessary actions for effective contracting compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship.

It is the PCO that assures the contractor receives impartial, fair and equitable treatment under the contract. The PCO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for technical administration of the 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.

Technical Lead (TL) – The TL serves as the front line technical assistant to the COR. The TL provides detailed oversight of the contractors’ performance and reports monthly his or her findings to the COR in a timely complete and impartial fashion. While the TL may serve as a direct conduit between the contractor and the COR, the TL is not empowered to provide technical direction or clarification to the Contractor.

6.0 METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP Matrix (Attachment 1) which describes the methods of surveillance that may be used to monitor the services and deliverables to be provided under the contract.

Deliverables – 100% inspection of deliverables.

Customer Feedback – Customer feedback on timely response to web help desk support tickets. The COR/Technical Project Manager (TPM) will evaluate timeliness and accuracy of ticket resolution.

Routine Inspections/Acceptance – The COR will inspect the documentation that is received from the contractor on action items. The COR will also monitor that the contractor is in compliance with all terms of the contract.

7.0 IDENTIFIED QA SURVEILLANCE ITEMS

The PBSC items that have been identified for surveillance are also identified in the PWS.

8.0 DOCUMENTATION

The TL shall 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. All such records will be retained for the life of this contract. The COR shall forward these records to the PCO at termination or completion of the contract.

9.0 ANALYSIS OF CONTRACTOR PERFORMANCE

The analysis of contractor performance shall be conducted at the end of each month and serves to provide a summary of the contractor’s performance to the PCO and the contractor. Overall performance is important in determining whether to increase, decrease or maintain the current level of surveillance and/or whether to initiate corrective action to bring the Contractor’s work up to the standards of the specification.

QASP MATRIX ORACLE DATABASE ADMINISTRATION

Deliverable or

Service Requirement

Measurement/Metric Method of

Surveillance

Acceptable Quality Level

(AQL)

Procedures to be taken when performance standards are not met

Monthly Status Report

PWS Section 4.1.2, 4.1.3, 4.1.4, 4.1.5, 4.1.6, 4.17, 4.18, 4.3

Contractor shall submit a monthly status report on the

5th of each month for Performance Deliverables

Reviewed/Acceptance by COR/TPM

>95% accuracy submitted in a timely manner

Positive Incentive: The contractor shall receive a favorable past performance evaluation.

Decrements: The contractor shall receive a negative past performance review if contractor doesn't meet or exceed the performance standards.

The option may not be exercised if the contractor does not meet or exceed the performance standards.

Web Help Desk Support PWS Section 4.2

Contractor shall respond to initial web help desk tickets within 60 minutes

Reviewed by

COR/TPM

>95% accuracy submitted in a timely manner

Positive Incentive: The contractor shall receive a favorable past performance evaluation.

Decrements: The contractor shall receive a negative past performance review if contractor doesn't meet or exceed the performance standards.

The option may not be exercised if the contractor does not meet or exceed the performance standards.

Contract Deliverables PWS

Section 4.1.2, 4.1.3, 4..1.4, 4.1.5, 4.1.6, 4,17, 4.18

Deliverables shall be furnished as prescribe in the

PWS

Acceptance and review of monthly administrative reports by the COR

>95% accuracy deliverables submitted timely and without rework required

Positive Incentive: The contractor shall receive a favorable past performance evaluation.

Decrements: The contractor shall receive a negative past performance review if contractor does not meet or exceed the performance standards.

The option may not be exercised if the contractor does not meet or exceed the performance standards.

Combating Trafficking in Person (CTIP)

PWS Section 11.0

The contractor shall NOT engage in trafficking in persons during the period of performance of the contract.

Routine checks/inspections by the COR 100% accuracy

Positive Incentive: The contractor shall receive a favorable past performance evaluation.

Decrements: The contractor shall receive a negative past performance review if contractor does not meet or exceed the performance standards.

The option may not be exercised if the contractor does not meet or exceed the performance standards.