Exhibit II_Quality Assurance Surveilance Plan.xlsx
XLSX spreadsheet 25 KB Posted
- Attached to
- IT MANAGED SERVICE PROVIDER
- Solicitation number
- 95476726R0071
- Issued by
-
United States Holocaust Memorial Museum
About this file
This is a Quality Assurance Surveillance Plan (QASP) template in spreadsheet format designed to monitor contractor performance under the IT Managed Service Provider contract for the United States Holocaust Memorial Museum.
The QASP file provides a framework for evaluating the managed service provider's performance across key service delivery areas. The plan establishes surveillance methodologies and acceptance criteria to ensure the contractor meets contractual obligations for IT managed services supporting USHMM's personnel, including employees, volunteers, and contracting staff. As a template document, it outlines the structure and approach for quality monitoring rather than specifying finalized surveillance metrics or acceptance thresholds. The surveillance plan is intended to work in conjunction with an ITSM (IT Service Management) framework or equivalent approach that the selected contractor will implement. This tool enables the Government to systematically track contractor compliance with service level agreements, response times, resolution timeframes, and other performance standards throughout the contract period, with assessments conducted at defined intervals to ensure sustained service quality and customer satisfaction aligned with USHMM's mission-critical IT support requirements.
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PERFORMANCE STANDARDS REQUIREMENTS AND QUALITY ASSURANCE SURVEILLANCE PLAN MATRIX
REFERENCE
tc={baa0555e-4cb3-4b87-adbc-1cb3064beff6}: [Threaded comment] Your version of Excel allows you to read this threaded comment; however, any edits to it will get removed if the file is opened in a newer version of Excel. Learn more: https://go.microsoft.com/fwlink/?linkid=870924 Comment:
| Will need to identify the sections of the SOW for each row in this QASP. | |||||
| PERFORMANCE INDICATOR | PERFORMANCE STANDARD | DATA COLLECTION FREQUENCY | FREQUENCY | SURVEILLANCE METHOD | NOTES |
| 1. The contractor shall provide accurate technical support and problem resolution for Museum standard desktop software. |
tc={67e99fd9-9f76-4ff0-8084-c44b0478b34f}: [Threaded comment] Your version of Excel allows you to read this threaded comment; however, any edits to it will get removed if the file is opened in a newer version of Excel. Learn more: https://go.microsoft.com/fwlink/?linkid=870924 Comment:
@mmcdermott@ushmm.org @bpauwels@ushmm.org It looks like sections 1 and 2 could be combined?
All user requests must be documented in the ticketing system at the point of contact. The IT Office shall then assign each ticket to the relevant technical expert for further action. 100% of Random Sample contains Technician name, user name and closure notes. Sample of up to 10% conducted by the USHMM Technical Monitor of monthly ticket volume within the ticket system. Technician assigned and contact information fields completed.
ticket closure notes included.
| Monthly | Random Sampling | |||||
| Technical support shall ensure the complete resolution of all software-related inquiries and issues. This includes comprehensive research, troubleshooting, and the mandatory coordination with other USHMM help desks or third-party vendors whenever necessary to reach a final solution. | With 100% accuracy, provide technical support in identifying, researching and resolving software problems with no follow-on ticket for same issue. | Sample 25% of all software-related incidents. Review ticket closure notes to ascertain that software problem was resolved with no follow-on ticket 90% of the time. | Monthly | Random Sampling | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| Customers shall be assisted in selecting the appropriate Museum approved software to support their request. | With 90% accuracy, assist customers in selecting the appropriate Museum-approved software with no follow-on ticket for same issue. | Sample 25% of all software-related service requests. Review ticket closure notes to ascertain that software package selected was appropriate with no follow-on ticket 90% of the time. | Monthly | Random Sampling | ||
| 2. The contractor shall assist customers in the installation and setup of hardware equipment and configure related software. | ||||||
| Temporary laptops and printers shall be provided to customers as required. All equipment must be delivered in full working order, with all necessary software and drivers installed and configured for immediate use. | With 100% frequency, provide short-term loan of equipment in working order. | Sample 10% of all service requests for loaned equipment. Review ticket notes to ensure equipment was provided in working order. | Monthly | Random Sampling | ||
| Assigned hardware and software request must result in a fully functional installation. MSP support technicians are responsible for ensuring all configurations meet established IT standards before the ticket is resolved. | With 95% accuracy, hardware and software properly installed without second ticket request. | Sample 10% of all service requests to identify if software and hardware are properly installed. | Monthly | 100% Inspection | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| 3. The contractor shall respond to all customer requests for assistance in an accurate, timely and courteous manner to ensure customer satisfaction. Requests shall be via email, phone, form submission or walk-in. | ||||||
| During core business hours, the MSP shall be responsible for providing multi-channel support. Customers shall have the ability to contact a support analyst through walk-in, telephone, email, or the service portal, with the MSP ensuring all channels are actively monitored for immediate assistance. | With 100% frequency, meet customer response times as established in accordance with Service Level Agreement (SLA). | Review monthly Customer Survey data for comments regarding inability to reach technician. | Monthly | Customer Feedback | This is considered a critical Performance Standard. Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options. | |
| Walk-in customers shall be greeted in a timely and courteous manner. The customers will be directed to the appropriate resource(s) and assisted in the use of the resource(s). | With 100% frequency, meet customer response times as established in accordance with SLAs. | Review monthly Customer Survey data for comments regarding timely and courteous response of technicians. | Monthly | Customer Feedback | MSP resources are available on-site and will perform in accordance with established response time SLAs. Any technicians who do not provide timely and/or courteous support will be subject to removal from the contract. This is considered a critical Performance Standard. Failure by the Contractor to achieve an AQL higher than 5% below the stated Performance Standard may result in a negative CPAR report and a decision to not exercise future contract options. | |
| If a support request cannot be resolved during the initial contact with the customer, or if the ticket must be assigned to a different technical expert, the MSP shall perform a follow-up call or visit with the customer within the target response time specified in the SLA. | With 95% frequency, incidents escalated receive follow-up within 4 hours from technician. | Inspect 100% of incident tickets, escalated. Of those escalated, inspect for follow-up visit in closure notes. | Monthly | 100% ticket Inspection | Suggest SLA for this element to include escalation and follow-up requirement. This is considered a critical Performance Standard. Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options. | |
| Assistance to a customer at their workplace while at a Museum facility is required when direct contact with the customer or equipment is necessary. | With 100% frequency, provide in-person support when direct contact with the customer or equipment is necessary. | Review monthly Customer Survey data for comments regarding deskside support provided when required. | Monthly | Customer Feedback | MSP resources are available on-site and will perform IAW PWS. This is considered a critical Performance Standard. Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options. | |
| The MSP shall coordinate advance arrangements with customers for all required on-site support at each of the Museum’s DMV facilities. Scheduled visits must be confirmed to ensure minimal disruption to Museum operations. | With 100% frequency, coordinate with the customer for on-site support. | Review monthly Customer Survey data for comments regarding the scheduling and cordination of desk-side support provided when required. | Monthly | Customer Feedback | This is considered a critical Performance Standard. Failure by the Contractor to achieve an AQL higher than 5% below the stated Performance Standard may result in a negative CPAR report and a decision to not exercise future contract options. | |
| Customers at Museum Regional Offices shall receive remote support as the primary resolution method. The MSP also shall provide on-site assistance for specific project-based maintenance, hardware deployments, or scheduled development events at these locations. | With 100% frequency, coordinate with the customer for remote support. | Review monthly Customer Survey data for comments regarding support for customers located at a regional office when required. | Monthly | Random Sampling | ||
| The MSP shall notify customers immediately upon any change in ticket status. Specifically, notification must be sent within 30 minutes of a request being closed or identified as requiring additional time beyond the initial SLA target. | With 100% frequency, provide notification to customer when request for services has either been closed or requires additional time. | Review monthly Customer Survey data for comments regarding notification of closure of tickets or notification of additional time needed to resolve ticket. | Monthly | Customer Feedback | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
Customer surveys will be issued to the customer after each ticket has been closed. With 100% frequency, customer survey generated and provided to customer upon ticket closure. Sample 10% of monthly ticket volume within ticketing system. Customer Surveys identified as submitted. Monthly Random Sampling This is considered a critical Performance Standard.
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| 4. The Contractor shall maintain network and resolve problems on LAN/WAN/Internet/DAS and WiFi with servers and workstations. | ||||||
| The MSP shall provide immediate notification to IT leadership for any critical server failure. For the duration of the outage, the MSP must maintain a continuous communication loop, providing status updates every hour until the server is fully restored and service is verified. | Server incidents are reported and resolved in accordance with SLAs. | Sample 25% of all server incident tickets. Review ticket closure notes to ascertain that software package selected was appropriate with no follow-on ticket 90% of the time. | Monthly | Random Sampling | ||
| During active network outages or degradations, the Contractor shall provide hourly status updates to the relevant technical teams and IT leadership. The Contractor shall maintain a continuous presence on communication bridges or channels until the network problem is fully resolved and verified | Network incidents are reported and resolved in accordance with SLAs. | Sample 25% of all network incident tickets. Review ticket closure notes to ascertain that software package selected was appropriate with no follow-on ticket 90% of the time. | Monthly | Random Sampling | ||
| The MSP shall ensure all iPhones and iPads are enrolled in the Mobile Device Management (MDM) system and fully configured with required security profiles and Museum applications prior to issuance. Support for mobile devices shall include troubleshooting connectivity and software updates. | With 95% accuracy, support request resolved without second ticket request. | Sample 10% of all service requests to identify if iPhone and iPad support requests are successfully resolved. | Monthly | Random Sampling | ||
| 5. The Contractor shall configure and maintain servers. | ||||||
| Server software installations and upgrades shall be managed to ensure maximum system availability. Any required downtime must be coordinated for non-peak hours (e.g., weekends or 6:00 PM – 6:00 AM) and communicated to stakeholders at least 48 hours in advance. | With 100% frequency, perform installation of server software, or upgrades to server software as needed. | Inspect 100% of incident tickets related to server software installations, with all conforming to SLA response time requirements. | Monthly | 100% ticket Inspection | ||
| Network and server hardware installations shall be performed outside of peak hours. In exceptional cases where work must be conducted during operating hours, the MSP shall obtain prior written approval from the IT Office and provide a documented risk mitigation plan in strict adherence to the Change Control Board (CCB) process. | With 100% frequency, perform network hardware installation outside of peak hours. | Inspect 100% of incident tickets related to server hardware installations, with all conforming to SLA response time requirements. | Monthly | 100% ticket Inspection | ||
| The MSP shall monitor server performance 24/7 via automated monitoring systems. The Contractor shall provide anomaly reports to the OCIO and must immediately troubleshoot and report any critical server anomalies or outages as they occur, ensuring no gap between detection and response. | With 95% frequency, monitor servers for optimum performance and stated communications expectations. | Sample 25% of all server incident tickets. Review ticket closure notes to ascertain that software package selected was appropriate with no follow-on ticket 90% of the time. | Monthly | Observation | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
The MSP shall record all service disruptions as Incidents and all recurring or high-impact issues as Problems within the ticketing system. In alignment with the Network Operations Responsibilities Matrix, the MSP shall perform continuous incident monitoring and reporting, ensuring tickets are managed through their entire lifecycle until resolution and formal closure. With 100% frequency, meet customer response times as established in accordance with SLAs. Sample 10% of all Incident and Problem tickets to ensure successfully resolved. Monthly Observation This is considered a critical Performance Standard.
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| 8. The Contractor shall disseminate technical information to Museum customers. | ||||||
| The MSP shall develop and publish Knowledge Base Articles (KBAs) to address recurring and urgent issues. Urgent issues require a published solution within one week of identification, while standard recurring issues must have a KBA published and made available to customers within one month in a location determined by the COR. | With 95% accuracy, KBAs are current, accurate and complete (not more than 1 year since last revision, hardware/software still in use, instructions can be followed to fix problem). | Sample 10% of all KBAs to ensure performance standards are met. | Monthly | Random Sampling | ||
| The MSP shall plan and conduct at least one briefing or demonstration per quarter (e.g., Brown Bag sessions or Tech Talks) for Museum staff, as directed by the COR. These sessions shall focus on new computing techniques, product updates, or support best practices to improve staff technical proficiency and awareness. | Briefings and demonstrations planned, scheduled and conducted. | The Museum observes that the Contractor is not holding requested briefings and demonstrations to communicate information with sufficient regularity. | Monthly | Observation | ||
| 9. The Contractor shall effectively administer and maintain operations and information on resources and services available. | ||||||
| The MSP shall maintain all Museum IT facilities in a safe and secure manner, in strict adherence to Museum safety standards. The Contractor shall perform and document monthly safety and security walk-throughs to ensure compliance with all applicable guidelines, with reports made available to the Museum for review. | Maintains assigned IT facilities in accordance with safety standards and guidelines with no violations. | Inspect 100% of Progress or other reports to demonstrate no safety violations occurred in the facility due to the Contractor's personnel. | Monthly | 100% Inspection | ||
| The MSP shall maintain active participation in the designated 'Tiger Team' communication channel or other channels as directed by the COR. During core business hours, the MSP shall acknowledge and respond to critical inquiries within the channel(s) in real-time (not to exceed 10 minutes) to ensure rapid coordination of urgent issues. | With 100% frequency, contractor actively participates via communications channels during critical events. | The Museum observes that the Contractor is not participating via communications channels during critical events in a timely manner. | Monthly | Observation | ||
| The MSP shall perform server data backups in strict accordance with Museum backup schedules and SOPs. Beyond execution, the MSP shall conduct and document monthly restoration tests to verify data integrity and ensure that the recovery process meets Museum published standards. | With 90% frequency, data backups conducted per schedules pursuant to Museum SOPs. | Review backup logs against the Museum backup schedule on a monthly basis. | Monthly | 100% Inspection | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| The MSP shall maintain a 100% accurate inventory of all hardware and installed software. Any change to the endpoint inventory must be updated in the asset management system within 24 hours of the change. | With 95% accuracy, maintain inventory of hardware and installed software. | Random sample of 10% of inventory to assess that devices are accurately maintained in the inventory. | Monthly | Random Sampling | |
| The MSP shall maintain a loaner laptop inventory with a 95% on-time fulfillment rate for all reservations. All loaner devices must be fully configured properly prior to pickup. The MSP shall initiate contact for overdue equipment within five business days of the missed return deadline to ensure inventory availability. | With 100% accuracy, contractor provides loaner equipment with appropriate system for tracking and returns. | The Museum observes that loaner program exists by examination of loaner equipment inventory report and reservation system. | Monthly | Observation | |
| The Contractor shall provide administrative deliverables. | |||||
| The MSP shall submit all deliverables by COB on the date specified in accordance with statement of work. Every submission must undergo a formal internal quality review to ensure 95% accuracy. Any deliverable rejected by the COR for preventable errors must be corrected and resubmitted within 24 hours. | With 95% accuracy, submitted on time with no rework required. | Review monthly deliverables required. Of those deliverables, 95% submitted on time with no rework. | Monthly | 100 % Inspection |
Will need to identify the sections of the SOW for each row in this QASP.
@mmcdermott@ushmm.org @bpauwels@ushmm.org It looks like sections 1 and 2 could be combined?
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PERFORMANCE STANDARDS REQUIREMENTS AND QUALITY ASSURANCE SURVEILLANCE PLAN MATRIX
| REFERENCE | PERFORMANCE INDICATOR | ACTION | ACCEPTABLE QUALITY LEVEL | DATA COLLECTION FREQUENCY | SURVEILLANCE METHOD | NOTES |
| 1. The contractor shall provide accurate technical support and problem resolution for Museum standard desktop software. | ||||||
| Support information shall be entered into the ticketing system when a request cannot be resolved immediately and assigned to the appropriate technical expert within the IT Office. | Retain. Reword to focus on creating a ticket for all user requests. Make it about assigning tickets to the appropriate technical expert within the IT Office. ✅ | 100% of Random Sample contains Technician name, POC and closure notes | Sample 10% of monthly ticket volume within ticketing system. Technician assigned and contact information fields completed. |
ticket closure notes included.
| Random Sampling | ||||||
| Technical support shall include identifying, researching and resolving problems and questions pertinent to the use of software. Technical questions and problems shall be thoroughly and accurately answered to full resolution, including engagement with additional help desks when necessary. | Retain, and reword to include full request resolution, if that requires engaging another help desk. ✅ | 90% - Provide technical support which includes identifying , researching and resolving software problems with no follow-on ticket for same issue. | Sort monthly ticketing system tickets by type. Sample 25% of all software related incidents. Review ticket closure notes to ascertain that software problem was resolved with no follow-on ticket 90% of the time. | Random Sampling | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| Customers shall be assisted in selecting an appropriate supported software package from the Museum software whitelist to meet their needs. | Retain ✅ | 90% - Assist customers in selecting an appropriate supported software package from the Museum software whitelist ith no follow-on ticket for same issue. | Sort monthly ticketing system tickets by type. Sample 25% of all software related service requests. Review ticket closure notes to ascertain that software package selected was appropriate with no follow-on ticket 90% of the time. | Random Sampling | ||
| Short-term laptops shall be provided to customers. Hardware shall be in working order with all required software installed and configured. | Retain. Reword to focus on laptops and printers as appropriate. ✅ | 100% Occurrrence - Provide short term loan of equipment in working order | Sort monthly ticketing system tickets by type. Sample 10% of all service requests for loaned equipment. Review ticket notes to ensure equipment was provided in working order. | Random Sampling | ||
| 2. The contractor shall assist customers in the installation and setup of hardware equipment and configure related software. | ||||||
| All hardware and software tickets as assigned shall ensure proper installation and configuration. | Retain, and reword ("hardware tickets as assigned...") ✅ | 95% - hardware and software properly installed without 2nd ticket request. | Sort ticketing system tickets by type. Inspect 100% of tickets to obtain if software and hardware properly installed. Inspect for 2nd ticket request to resolve issue. | 100% Inspection | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| 3. The contractor shall respond to all customer requests for assistance in an accurate, timely and courteous manner to ensure customer satisfaction. Requests shall be via walk-in, call-in, or electronic mail. | ||||||
| Customers requesting assistance shall be able to contact a support analyst during Help Desk support hours. | Retain, remove 'almost immediately' ✅ | 100% - Meets customer response times as established in accordance with SLAs | Review monthly Customer Survey data for comments regarding inability to reach technician. | Customer Feedback | MSP resources are available on-site and will perform IAW established response time SLAs. This is considered a critical Performance Standard. Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options. | |
| Walk-in customers shall be greeted in a timely and courteous manner. The customers will be directed to the appropriate resource(s) and assisted in the use of the resource(s). | Retain ✅ | 100% - Meets customer response times as established in accordance with SLAs |
| 100% - Contractor staff are courteous and provide assistance IAW stated duties | Review monthly Customer Survey data for comments regarding timely and courteous response of technicians | Customer Feedback | MSP resources are available on-site and will perform IAW established response time SLAs. Any technicians who do not provide timely and/or courteous support will be subject to removal from the contract. This is considered a critical Performance Standard. Failure by the Contractor to achieve an AQL higher than 5% below the stated Performance Standard may result in a negative CPAR report and a decision to not exercise future contract options. | ||||
| If a support analyst cannot resolve a problem within the initial triage period, or if the request must be directed to another analyst, a follow-up call or visit with the customer will be made within 4 hours. | Retain, remove the 'within 10 minutes', replace with 'during initial triage'. ✅ | 95% - incidents escalated receive follow-up within 4 hours from technician | Sort ticketing system tickets by type. Inspect 100% of incident tickets, escalated. Of those escalated, inspect for follow-up visit in closure notes. | 100% ticket Inspection | Suggest SLA for this element to include escalation and follow-up requirement. This is considered a critical Performance Standard. Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options. | ||
| Assistance to the end-user(s) at their workplace is required when direct contact with the customer or equipment is necessary. | Retain ✅ | 100% - Provide deskside support when direct contact with the customer or equipment is necessary | Review monthly Customer Survey data for comments regarding deskside support provided when required | Customer Feedback | MSP resources are available on-site and will perform IAW PWS. This is considered a critical Performance Standard. Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options. | ||
| Advance arrangements shall be made with the customer for on-site support at each of the Museum's DC-area offices. | Advance arrangements shall be made with the customer for on-site support on each of the Museum's DMV facilities. ✅ | 100% - Coordinate with the customer for on-site support | Review monthly Customer Survey data for comments regarding the scheduling and ccordination of desk-side support provided when required | Customer Feedback | This is considered a critical Performance Standard. Failure by the Contractor to achieve an AQL higher than 5% below the stated Performance Standard may result in a negative CPAR report and a decision to not exercise future contract options. | ||
| Regional office customers shall receive remote support predominantly; the contractor shall provide onsite assistance for specific project-based maintenance and development events. | Need to add a regional offices row. | ||||||
| Customer will be notified when their request for services has either been closed or requires additional time to resolve. | Retain, add timeframe expectation(s). | 100% - Notification to customer when request for services has either been closed or requires additional time | Review monthly Customer Survey data for comments regarding notification of closure of tickets or notification of additional time needed to resolve ticket. | Customer Feedback | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| For issues that take more than three business days to resolve, tickets and customers will be updated every few days. | Add new row that focuses on updating tickets for issues that take time to resolve. ✅ | ||||
| Customer surveys will be issued to the customer after each problem has been resolved. | Retain ✅ | 100% - Customer survey generated after problem resolution | Sample 10% of monthly ticket volume within ticketing system. Customer Surveys identified as submitted. | Random Sampling | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| 4. The Contractor shall maintain network and resolve problems on LAN/WAN/Internet/DAS and WiFi with servers and workstations. | |||||
| Problems with server performance are reported immediately. | Retain ✅ | Server incidents are reported and resolved in accordance with SLAs | Sort monthly ticketing system tickets by type. Inspect 100% of incident tickets related to server. Of those related to server, all conform to SLA response time requirements. | 100% ticket Inspection | |
| The Contractor shall maintain close and consistent communications with teams to gain status of network problems and to provide trouble-shooting assistance when necessary. | Retain but make more measurable. | Network incidents are reported and resolved in accordance with SLAs | Sort monthly ticketing system tickets by type. Inspect 100% of incident tickets related to network. Of those related to network, all conform to SLA response time requirements. | 100% ticket Inspection | |
| Add new rows for iPhone, iPad and environment devices - related to network or general iPhone / iPad row? | |||||
| 5. The Contractor shall configure and maintain servers. | |||||
| The Contractor shall manage installation and upgrades of server software. If interruption in server performance is required to install any software, the installations shall be performed outside of peak hours. | Retain and reword the 'as necessary' part. ✅ | 100% - Perform installation of server software, or upgrades to server software as needed. Installations performed outside of peak hours if the upgrade requires server interruption. | Sort monthly ticketing system tickets by type. Inspect 100% of incident tickets related to server. Of those related to server, all conform to SLA response time requirements. 100% of any planned outage is performed outside peak hours (unless otherwise agreed to by the Museum) | 100% ticket Inspection | |
| Installation of network / server hardware shall be performed outside of peak hours. In some cases, work may be conducted during operating hours with proper approval and adherence to CCB process. | Retain, and reword to include language for how to handle within operating hours via applicable approval. ✅ | 100% - Perform network hardware installation outside of peak hours. | Sort monthly ticketing system tickets by type. Inspect 100% of incident tickets related to network. Of those related to network, all conform to SLA response time requirements. 100% of any planned outage is performed outside peak hours (unless otherwise agreed to by the Museum) | 100% ticket Inspection | |
| Server shall be regularly monitored for optimum performance. The Contractor will troubleshoot and report server problems to OCIO. | Retain, reword 'regularly' to make measurable, and augment monitoring system information. |
"monitored via nightly reporting"? 95% Monitor servers for optimum performance.
98% reported to OCIO Sort monthly ticketing system tickets by type. Review incident tickets related to server. 95% of tickets initiated by Contractor; 98% of tickets demonstrate reporting to OCIO in technician notes. Observation This is considered a critical Performance Standard.
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
An incident ticket is entered into the appropriate Tracking System if a problem is encountered. tickets are monitored through resolution. Retain but reword to utilize ITIL language on provide guidance on case, incident and problem tickets, and have it reflect the language in the Network Operations Responsibilities Matrix (Incident Monitoring & Reporting). 100% - all incidents into the ITSM system of record and resolved within SLAs The Museum observes that tickets are not being entered for incidents.
Compare monthly ticket volumes. Observation This is considered a critical Performance Standard.
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| 8. The Contractor shall disseminate technical information to Museum customers. | ||
| Solutions to common end-user computing problems shall be compiled and published to address widespread or recurring problems. | Retain, add measurable language on when a KBA should be written and published by, and made available to customers. |
| within one month for recurring issues? within one week for urgent issues? | 90% - Knowledge Articles are current, accurate and complete | 10% of the total inventory of Knowledge Articles reviewed for accuracy and currency. 90% of Knowledge Articles are current, accurate and complete (not more than 2 years since last revision, hardware/software still in use, instructions can be followed to fix problem) | Random Sampling |
| Briefings and demonstrations to the Museum shall be planned, scheduled and conducted to communicate information about computing techniques, products and support. | Retain, make measurable. Would encompass things like involvement in Brown Bags. |
| one a month? | Briefings and demonstrations planned, scheduled and conducted | The Museum observes that the Contractor is not holding briefings and demonstrations to communicate information with sufficient regularity | Observation | ||||
| 9. The Contractor shall effectively administer and maintain operations and information on resources and services available. | |||||||
| Museum Contractor facilities shall be operated in a safe and secure manner and adhere to Museum safety standards and guidelines. | Retain ✅ | Operate Contractor facilities in accordance with safety standards and guidelines with no violations | Inspect 100% of Progress or other reports to demonstrate no safety violations occurred in the facility due to the Contractor's personnel | 100% Inspection | |||
| Tiger Team - internal commes row | |||||||
| Data backups of servers shall be conducted per Museum backup schedules and, if necessary, recovery of data is performed (or according to Museum Standard Operating Procedures (SOP)). | Retain ✅ | 90% - data backup conducted per backup schedules pursuant to Museum SOPs | Review backup logs against the Museum backup schedule; 90% according to schedule | 100% Inspection | This is considered a critical Performance Standard. |
Failure by the Contractor to perform the Performance Standard with less than 5% negative deviation from the Acceptable Quality Level may result in a negative CPAR report and a decision to not exercise future contract options.
| An accurate and current inventory of hardware, software and other technical resources used by the Contractor will be maintained. Updates to the endpoint hardware inventory and reporting dashboards will be made promptly in the asset management system. | Retain and reword around an asset management module being included in the contract. ✅ | 95% - Maintain accurate and current hardware/software inventory | Random sample of 10% of inventory; 95% of devices accurately maintained in the inventory | Random Sampling | |
| An inventory of equipment for short-term loans to customers shall be maintained. A loaner pool program, which includes a reservation system, shall be maintained. Reserved equipment will be provided on time and follow-ups made on overdue loans. | Retain ✅ | 100% - Contractor provides loaner equipment with appropriate system for tracking and returns | The Museum observes that loaner program exists by examination of loaner equipment inventory report and reservation system | Observation | |
| The Contractor shall provide administrative deliverables. | |||||
| Deliverables shall be prepared and submitted timely to the Museum COR or delegate in accordance with the Deliverables Table, above. Deliverables will be free of errors in grammar, spelling, content and statistical calculations. | Retain ✅ Update to make less condescending? | 95% submitted on time with no re-work | Review monthly deliverables required. Of those deliverables, 95% submitted on time with no rework | 100 % Inspection |
Could sections 1 and 2 be combined?
File details come from the government source that posted it. Updated .