Attachment III - QASP.pdf

1. PURPOSE

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

NIWDC EWD SUPPORT SERVICES IDIQ

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. The QASP ensures that the Government has an effective and systematic method of surveillance for the services in the Performance Work Statement (PWS). The QASP will be used primarily as a tool to verify that the contractor is performing all services required by the PWS in a timely, accurate, and complete fashion

2. AUTHORITY

Authority for issuance of this QASP is provided under the Federal Acquisition Regulation (FAR) 52.212-4 “CONTRACT TERMS AND CONDITIONS – COMMERCIAL ITEMS (OCT 2003), paragraph (b), which provides for inspections and acceptance of the articles, services, and documentation called for in task orders to be accomplished by the Contracting Officer or his duly authorized representative.

3. 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) has been put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to ensure 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. The Government may provide the Contractor with an information copy of the QASP as an attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the contract.

4. GOVERNMENT RESOURCES

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

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

5. METHODS OF QA SURVEILLANCE

The methods of surveillance listed below shall be used in the administration of this QASP. The Performance- Based Matrix describes the methods of surveillance that may be used to monitor the services to be provided under the contract.

a.) 100% Inspection of Required Deliverables b.) Review of Invoices c.) Periodic Inspection – The COR will inspect services for quality, accuracy, and conformance with contract requirements.

d.) Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must be set forth clearly and in writing the detailed nature of the complaint, must be signed and must be forwarded to the COR. The COR shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

6. IDENTIFIED QA SURVEILLANCE ITEMS

The PBSC items that have been identified for surveillance are identified in the Performance-Based Matrix

7. DOCUMENTATION

The COR will maintain a complete Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of this contract. The COR shall forward these records to the Contracting Officer at termination or completion of the contract.

8. INCENTIVES/DISINCENTIVES

The COR makes an annual report on Contractor Performance (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract/task order, reflected in the COR’s annual report, may result in termination of the contract/task order and may also result in the loss of future Government contracts/task orders. The contractor’s failure to achieve satisfactory performance under the contract/task order may result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.

In accordance with inspection of services provisions of the contract, the contractor will be incentivized to provide quality products in a timely manner since the Government can require the Contractor, at no additional fee, to replace or correct work that fails to meet contract requirements. To maximize the profit earned on costs incurred, the contractor is incentivized to ensure that quality products are provided in a timely manner.

9. 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 Contracting Officer 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.

Performance Requirements Summary Table (MATRIX)

Performance Element

Performance Standard

Survellance Method

Frequency Acceptable Quality Level

(AQL)

Data Collection All data is correctly acquired, cleaned and documented.

The process is repeatable and auditable.

Technical review of data processing code (e.g., Python/R scripts, SQL queries) and documentation.

As needed per task order

98% Compliance

Monthly Status Reports

Data and briefings are on time, complete, error free, accurate and in the proper format.

File reviews No later than the 15th of each month

95% Compliance

Trip Reports Contractor trip reports are submitted no later than five (5) working days upon completion of travel.

File reviews As needed, travel dependent.

100% Compliance

Transition/Turnover Execute all transition activities in accordance with the Government-approved Transition Plan. Ensure complete knowledge transfer, inventory handover, and operational assumption without degradation of

Assessment by the

COR

No later than Thirty

(30) calendar days from CORs request.

100% Compliance ongoing mission support.

User Accounts User account creation, modification and deletion requests are processed accurately and within defined timeframes.

Random sampling of processed tickets from the help desk system each month.

On a monthly basis, as needed per individual task order.

99% Compliance

System Backups All system backups are completed successfully according to the defined schedule.

Recovery tests are performed successfully.

Review of weekly backup completion logs and quarterly observation of recovery tests.

On a weekly and quarterly basis, as needed per individual task order.

99% Compliance

Server Uptime Production servers will maintain the agreed upon uptime percentage during defined operational hours.

Review of automated monitoring logs and uptime reports.

No later than the 15th of each month

99% Compliance

Server Patch Management

All servers are patched with critical and security updates within the timeframe specified by policy. (e.g., 30 days of release)

Monthly review of patch management reports (e.g. from WSUS, SCCM) and vulnerability scan results (e.g.

tenable).

No later than the 15th of each month

100% Compliance

Cloud Architecture All cloud architecture designs must be scalable, resilient, secure, and documented.

Technical review of design documents by COR or technical representative.

As needed per individual task order.

95% Compliance

Cloud Security Cloud environments must meet all specified security controls and compliance requirement with zero critical security vulnerabilities identified in production environments.

Monthly review of security scan reports.

Monthly, as needed per individual task order.

100%

Compliance with FAR Clause 52.222-50 Combatting Trafficking In Persons

The COR will monitor the Contractor's Performance regarding trafficking in persons such that non-compliance with FAR Clause 52.222- 50 Combatting Trafficking In Persons (CTIP) is brought to the immediate attention of the Contracting Officer.

Inspection by the

COR

Randomly 100% Compliance (Non-compliance will be immediately reported to the Contracting Officer

(DFARS PGI

222.1703).)

INCENTIVES/DISINCENTIVES:

The COR makes an annual report on Contractor Performance (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract, reflected in the COR’s annual report, may result in termination of the contract and may also result in the loss of future Government contracts. Additionally, the contractor’s failure to achieve satisfactory performance under the contract may also result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.