Attch 2 Quality Assurance Surveillance Plan (QASP).pdf

Quality Assurance Surveillance Plan (QASP)

1. Objective. The Quality Assurance Surveillance Plan (QASP) has been designed to provide the Contracting Officer Representative (COR) an effective and systematic method to inspect services required in the Performance Work Statement (PWS) for Information Technology (IT) services support. This plan provides the level of performance expectations and how the following directorates/units shall confirm the services are provided: Air Education & Training Command; Director of Operations and Communications (A3/6); AETC Computer Systems Squadron (CSS); Director of Integration and Education (A5/8); Director of Intelligence, Analysis, and Innovation (A2/9); Chaplain (HC); Inspector General (IG); Public Affairs (PA);

Safety (SE); AETC Studies and Analysis Squadron (SAS); AETC Judge Advocate (JA); and 19th AF. The contractor shall be responsible for the administration and maintenance of directorate-owned IT equipment on the Non-secure Internet Protocol Router Network (NIPRNet) and the Secure Internet Protocol Router Network (SIPRNet), audio and video support, Tier 1 client support for approximately 1,254 end users, software license management, and IT asset management services.

2. Goals of the Multi-Functional Team (MFT). The purpose of the multi-functional team is to create an environment that shapes and executes an acquisition. The emphasis is on teamwork, trust, common sense, and agility. The goal is to obtain efficiencies, improved performance, and cost savings throughout the acquisition life cycle.

3. Multi-Functional Team Members & their Responsibilities. The MFT is composed of stakeholders in the acquisition. These stakeholders are responsible for the acquisition throughout the life of the requirement. See QASP signature page for MFT membership.

3.1. Contracting Officer’s Representative (COR): is responsible for monitoring, assessing, recording and reporting on contractor compliance with the terms and conditions of the contract.

The COR will have primary responsibility for completing quality assurance monitoring forms that will be used to document the inspection and evaluation of the contractor’s performance.

The COR will maintain surveillance documentation, notify the Contracting Officer (CO) of any significant performance deficiencies and recommend improvements to the QASP and PWS throughout the life of the acquisition. See also in DAFFARS MP5301.602-2(d) and Designation Memorandum for further clarification of COR duties and responsibilities.

3.1.1. Joint Appointment Module (JAM) and the Surveillance and Performance Monitoring (SPM) Module in Procurement Integrated Enterprise Environment (PIEE): The DoD mandatory web-accessible management applications JAM and SPM are designed to nominate, appoint, track and terminate, if necessary, CORs and to serve as the web-based portal for all relevant COR documents to include monthly status reports/surveillance documents on service contracts.

COR nomination and appointment functions are in JAM, COR monitoring functions are in SPM. CORs are required to register and upload their COR nomination in JAM and surveillance documentation in SPM. See the DoD User Guide for JAM COR Appointments and SPM Contract Surveillance for further guidance.

3.2. The Contracting Officer (CO): has overall responsibility for overseeing the contractor’s performance in the areas of contract compliance, contract administration, cost control and property control; reviewing the COR assessment of the contractor’s performance; and serves as a liaison between the COR and the contractor. The CO is the only person with the authority to direct the contractor in the performance of their duties under the contract and to make interpretations of and changes to the contract. The CO will facilitate Multi-Functional Team meetings. See also DAFFARS MP5346.103, Contracting Office Responsibilities, and DAFFARS MP5301.602-2(d) for further clarification of CO duties and responsibilities.

3.3. The Functional Commander/Functional Director (FC/FD)/ COR Management:

Encompasses the FC/FD and the COR Supervisor and has overall responsibility for developing the PWS and the QASP and ensuring they satisfy mission requirements, are performance-based, foster innovation and define metrics. COR Management will assign COR(s) and notify the CO of any changes to this designation. FC/FD will review contractor performance documentation, prepared by the COR, on a regular basis to ensure performance is compatible with mission objectives. See also DAFFARS MP5301.602-2(d) for further clarification on COR Management duties and responsibilities.

3.4. The Contracting Squadron Commander (CSC): serves as the Business Advisor to senior leadership; develops and implements acquisition strategies for services acquisitions; provides oversight of the Multi-functional Team in planning, assessing contractor performance and managing the acquisition throughout the life of the requirement IAW the FAR, DFARS and

DAFFARS.

3.5. The Quality Assurance Program Coordinator (QAPC): develops, manages and implements the base Quality Assurance Program; supports the Multi-functional Team in the development of contract requirements, ensuring requirements are clearly stated and enforceable; aids in development of the Service Summary (SS) and QASP and provides training to all FC/FD, COR and others that interact with this contract as needed.

3.6. The Contract Specialist (CS): is the focal point for issues regarding the contract; prepares and processes modifications to the contract; assists the CO in ensuring contractor performance meets contract standards; records and transcribes minutes for meetings.

3.6.1. CS will verify that the COR is accomplishing their surveillance according to the QASP.

If deficiencies are discovered in the COR surveillance procedures, the CO will notify the FC/FD and COR Management and provide any assistance requested, such as additional training for COR. The CS will ensure that the COR is documenting their surveillances in a timely manner. A review of the COR files will be performed on an annual basis.

4. Performance Assessment. The following Service Summary outlines the defined performance objectives for this acquisition with the corresponding goal performance thresholds:

4.1. The method(s) of performance assessment for each acquisition performance objective is as follows:

PO Performance Objective PWS Reference

Performance Threshold

Method of Surveillance

1 Track and process internal trouble tickets submitted by end users via email. Trouble tickets submitted to the contractor shall be assessed within four

(4) duty hours after notification.

Trouble tickets within the contractor’s area of responsibility shall be resolved within two (2) business days after notification.

3.1.2.3. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

2 The contractor shall submit an external trouble ticket to the Air Force Enterprise Service Desk's Remedy trouble ticket system for any trouble tickets received that are outside the contractor's area of responsibility.

Trouble tickets submitted to the contractor shall be assessed within four

(4) duty hours after notification.

Provide updates to the customer on a weekly basis until ticket resolution.

3.1.2.4. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

3 Routinely implement software patches and security fixes when requested and when AFIN automated processes are unable to install. This shall include tasks assigned by the Air Force Network Operations and Security Centers (AFNOSC) or local network managers. Contractor shall comply with all TCNO mandates and local base Network Control Center (NCC) guidance in time parameters given

3.1.2.8. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

4 Plan, instruct end users, and complete hardware connections to the local area network, to include setup and/or relocation of workstations within three

(3) days of notification.

3.1.2.12. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

5 Provide installation and management of government-owned software for customers and ensure workstations and mobile device environments are operational. Software application trouble tickets submitted to the contractor shall be assessed within four

(4) duty hours after notification.

Trouble tickets within the contractor's area of responsibility shall be resolved within two (2) business days after notification.

3.1.2.13. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

6 Coordinate the creation and administration of network user accounts and groups. Submit account creation requests through the Air Force Enterprise Service Desk’s Remedy trouble ticket system within one (1) business day after receipt, and complete administrative distribution lists and security groups' updates within one (1) business day after notification.

3.1.2.14. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

7 Manage/assign network user permissions and access to file server directories/volumes to provide functional and secure network environment. Respond to network resource requests within one (1) business day after receipt.

3.1.2.15. No more than three (3)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

8 Provide support for HQ AETC-controlled Video Teleconference (VTC) assets.

3.1.2.21. No more than two (2)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

9 Provide maintenance and support of software licenses and manage its relationship to the overall system life cycle IAW DAFMAN 17-1203.

3.1.3. 100% - Annual inventory list shall be compared to existing inventory list.

100%

10 Maintain an accurate inventory of all assigned ITAM accounts by ensuring the AF system of record (currently DPAS) reflects the current status, location, financial information, and condition of each asset until disposition.

3.1.4.3. No more than one (1)

violation/discrepancy occurrence per inspection per each account.

Periodic Inspection (Semi-annually)

11 Perform an annual physical inventory (in coordination with the BECO’s timeline) of 100% of each directorate’s/unit’s IT items currently on each account listing.

3.1.4.4. 100% - Annual inventory list shall be compared to existing inventory list that is managed by the COR.

Periodic Inspection (Annually)

12 When IT assets arrive at the BECO, the BECO will notify the PC. The PC will need to pick up, sign for, and secure all IT assets within 10 working days of arrival (approximately 10 times per year) to ensure accountability of IT assets. After the IT asset is signed for, it is PC’s responsibility to affix the barcode on the IT asset within 48 hours of receipt.

3.1.4.6. No more than two (2)

violation/discrepancy occurrences per month.

Periodic Inspection (Monthly)

13 Identify all excess IT assets on a quarterly basis. Schedule, prepare, transport and/or arrange for assets to be turned into the proper DoD agency.

Provide appropriate documentation to

3.1.4.10. No more than three (3)

violation/discrepancy occurrences per quarter.

Periodic Inspection (Quarterly) the BECO to clear the account of equipment that was transferred to another account, shipped to another base/location, donated to a school, or turned-in to the DLA Disposition Services Office at Joint Base San Antonio-Fort Sam Houston.

14 Prior to turning in IT assets with hard drives, the contractor shall coordinate with the Information Systems Security Officer (ISSO) to ensure hard drives are sanitized in accordance with (IAW) the procedures outlined in AFSSI 8580.

3.1.4.12. No more than one (1)

violation/discrepancy occurrences per quarter.

Periodic Inspection (Quarterly)

4.1.1. Non-Service Summary Items. The Contractor is required to provide all services identified in the PWS. COR is required to inspect non-service summary items on a periodic basis.

4.2. Certification of Services. At the end of each contract payment period as defined in the resulting award of this acquisition, the COR shall certify the services were received in accordance with contract payment terms and conditions.

4.3. Unacceptable Services. The COR shall determine the cause of contractor unacceptable services.

4.3.1. If any government action, or lack of action, caused or contributed to the unacceptable performance, the performance will not be counted against the contractor. The COR will take steps to ensure the government does not interfere with the contractor’s performance in the future.

4.3.2. If contractor caused, the COR shall document the occurrence in accordance with (IAW) the methods of surveillance outlined in this QASP. IAW contract terms and conditions, the government reserves the right to inspect any services that have been tendered for acceptance.

The Government may require re-performance of nonconforming services at no increase in contract price. If re-performance will not correct the defects or is not possible, the government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming supplies or services. Disputes between the COR and the contractor on the validity of a performance assessment shall be referred to the Contracting Officer.

5. Performance Management. The following outlines the approach, methods and tools to be used by the MFT to manage this acquisition upon award.

5.1. COR(s) shall evaluate and document contractors’ performance in accordance with the procedures outlined in this QASP and maintain resulting surveillance documentation. The results of surveillances shall be maintained as Past Performance information and utilized to prepare and support annual Contractor Performance Assessment Report System (CPARS) reporting, if required.

5.2. The contractor shall implement and maintain a Quality Control Plan (QCP), in accordance with the PWS QCP submission requirements, to ensure the contract services conform to the requirements of the PWS.

5.3. The United States Government has adopted a zero-tolerance policy regarding trafficking in persons. Additional information about trafficking in person may be found at the website for the Department of State’s Office to Monitor and Combat Trafficking in Person at http://www.state.gov/g/tip.

5.3.1. IAW FAR 52.222-50 and DFARS PGI 222.17, Combating Trafficking in Persons, CORs must monitor the contractor’s performance regarding trafficking in persons such that non-compliance with stated regulatory guidance is brought to the immediate attention of the Contracting Officer. CORs must inform the Contracting Officer if the contractor, contractor personnel, subcontractor, or subcontractor personnel have failed to comply with the requirements of this clause.

5.3.2. The contracting officer shall, through the contracting officer’s local commander or other designated representative, immediately notify the Combatant Commander for the geographical area in which the incident has occurred.

5.4. The MFT shall continue to meet after award as necessary to ensure high levels of contractor performance, foster a synergistic partnership, and support mission requirements.

6. Contractor Manpower Reporting

6.1. The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract. The contractor is required to report this information at https://SAM.gov. Contractors may direct questions to the SAM.gov support desk.

6.2. The contractor shall report, annually by October 31, for services performed during the preceding Government fiscal year (October 1 – September 30). The contractor shall report the following information:

a) Contract number and order number.

b) The total dollar amount invoiced for services performed during the previous

Government fiscal year under the order.

c) The number of contractor direct labor hours expended on the services performed during the previous Government fiscal year.

d) Data reported by subcontractors.

6.3. Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor’s name and contract number associated with the data.