AISS_III_-_RFP_Atch_2_-_QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

TABLE OF CONTENTS:

1.0 Mission

2.0 Purpose

3.0 Authority

4.0 Roles and Responsibilities

5.0 Contractor’s Quality Control Plan (QCP)

6.0 Performance Requirements and Method(s) of Surveillance

7.0 Surveillance Documentation

8.0 Acceptance of Services

9.0 Contract Management

Appendices:

1. Services Summary (SS) and Method of Surveillance

2. Corrective Action Report (CAR)

3. Customer Complaint Record

4. Performance Assessment Report (PAR)

5. Sample COR Services Summary Surveillance Report Quality Assurance Surveillance Plan (QASP)

1.0 Mission

The Air Mobility Command (AMC) is responsible to the National Command Authority (NCA) through the Joint Chiefs of Staff (JCS) and the United States Transportation Command (USTRANSCOM) for the planning and execution of global airlift and aerial refueling missions during peace, crisis, and war. AMC is also responsible for the coordination and exercise of airlift and air refueling strategy, doctrine, and plans under the direction of USTRANSCOM. Crisis and wartime support are provided to the unified and specified commands. As an Air Force (AF) Major Command (MAJCOM), AMC is responsible to the Secretary of the Air Force and the Chief of Staff, Headquarters (HQ) United States Air Force (USAF), for the accomplishment of peacetime airlift and air refueling services in a manner that will promote the emergency and wartime capability of assigned forces and ensure the support of all Department of Defense (DoD) components. In addition, AMC is also responsible for aero medical evacuation operation.

AMC supports the Air Force Mobility mission - "Global Reach." It is difficult, if not impossible, for United States military forces to deploy rapidly or be supported effectively during deployment without the assets and expertise provided by AMC. AMC Command and Control (C2) processes, procedures, and services must be consistent and reliable in peacetime, during contingencies, and throughout the full spectrum of war. Therefore, the Information Technology (IT) resources enabling the efficient and effective management of this C2 capability must also provide these services at the highest levels of availability, integrity, and confidentiality.

Applications, Infrastructure and Systems Support (AISS) is AMC’s answer to meeting these IT challenges by leveraging hardware, software, services, and support resource consolidation. The original AISS contract consolidated 13 support contracts and enabled the first-ever cross-utilization of IT service and support resources in AMC history. The follow-on AISS contracts enhanced the level, quality, and depth of services offered while continuing to streamline and improve process, procedure, and service standardization. The third generation AISS contract strives to do likewise.

2.0 Purpose

This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this surveillance/inspection process will be conducted to ensure successful PWS performance. It provides a systematic method for a continuous oversight process to determine conformity with the technical requirements of the contract. The QASP establishes:

· What will be monitored.

· How monitoring will take place.

· Who will conduct monitoring.

· How monitoring efforts and results will be documented.

The contractor is responsible for implementing and delivering performance that meets contract objectives using its Quality Control Plan (QCP). The QASP provides the structure for the government’s surveillance of the contractor’s performance to assure that it meets contract requirements. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance. The Contracting Officer (CO) shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract and determines the final assessment of contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor’s QCP. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

The QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

3.0 Authority

Authority for issuance of this QASP is provided under Part 37.604 and 46.4 of the Federal Acquisition Regulation (FAR), Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract. This acceptance is to be executed by the Contracting Officer (CO) or a duly authorized representative.

4.0 Roles and Responsibilities

The following personnel comprise the Multi-Functional Team (MFT) and shall oversee and coordinate surveillance activities.

Government Representatives:

Contracting Officer Representative (COR) Supervisor– The COR Supervisor nominates the COR, ensures the COR is trained before performing any COR duties and supports the COR’s surveillance activities.

Assigned COR Supervisor: <enter name> Organization or Agency: <enter organization or Agency name> Telephone: <enter number> Email: <enter address>

Contracting Officer (CO) – The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship.

Specific duties of the CO include:

· Delegating authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract.

· Informing the contractor of the names, duties, and limitations of authority for all COR assigned to the contract.

· Periodically assessing COR’s performance.

· Managing contractor performance surveillance data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

· Ensuring the MFT reviews this QASP annually (at a minimum) for recommended changes.

· Providing contract-specific training (to include refresher training) administered by CO or CO’s designee to all appointed CORs.

Assigned CO: TBA Organization or Agency: 763 SCONS/PKB Telephone: 618.256.xxxx Email: xxxx@us.af.mil

Contracting Officer’s Representative (COR) - The COR is responsible for providing continuous program and technical oversight of the contractor’s performance. While the COR may serve as a direct conduit to provide Government guidance and feedback to the contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government’s behalf. The COR is responsible for reporting early identification of performance problems to the CO and may use the applicable appendix items for documenting contractor performance.

Specific duties of the COR include:

· Evaluating and documenting the contractor’s performance in accordance with the procedures set forth in the QASP.

· Recommending any changes necessary to the contract, PWS, QASP, or other items to provide more effective operations or eliminate unnecessary costs.

· Keeping a COR file that accurately documents the contractor’s actual performance (i.e. COR surveillance reports).

· Utilizing COR file data (i.e. performance and COR surveillance reports) to assist the CO in the preparation of the CPARS reports.

· Receiving required training before performing any COR duties (IAW MP5301.602-2(d)).

· Notifying the CO immediately regarding contractor non-compliance with FAR 52.222-50, “Combating Trafficking in Persons.”

Assigned COR: TBA Organization or Agency: TBA Telephone: TBA Email: TBA

Alternate COR: TBA Organization or Agency: TBA Telephone: TBA Email: TBA

Quality Assurance Program Coordinator (QAPC) - The QAPC is responsible for developing, managing, and implementing the Quality Assurance Program. The QAPC may also provide refresher training, as needed.

Assigned QAPC: Michael Hoh Organization or Agency: 763 SCONS/PKP Telephone: 618.256.4393 Email: michael.hoh.1@us.af.mil

Contractor Representatives: (Complete this section after contract award.)

Contractor – Complies fully with the terms and conditions of the contract and ensures non-conforming services are identified and corrected.

Specific duties of the Contractor include:

· Participating as a member of the MFT in the post-award management phase.

· Maintaining and implementing their commercial quality procedures that ensure contract requirements are met.

· Ensuring that the QCP is revised when necessary to prevent recurrence of non-conforming services.

· Tendering to the government for acceptance, only those services that conform to requirements.

· Recommending any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

Contract Manager: <upon award, enter name> Telephone: <enter number> Email: <enter address>

Other Contract Personnel: <upon award, enter name or delete this line if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

5.0 Contractor’s Quality Control Plan (QCP)

As required by the contract, the contractor’s QCP is incorporated by reference.

6.0 Performance Requirements and Method(s) of Surveillance

6.1 Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR’s contribution is their professional, non-adversarial relationships with the CO and the contractor, which enables positive, open and timely communications. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. Additionally, this QASP is based on the premise that the contractor, not the Government, is responsible for management and quality control/quality assurance actions to successfully meet the terms of the contract.

6.2 Surveillance Summary

The Services Summary (SS) and Method of Surveillance (Appendix 1) is the list of performance objectives and thresholds that must be performed by the contractor. This summary details the method(s) of surveillance the COR will use to validate and inspect these performance objectives. Inspection of each objective will be documented in the COR file.

Performance objectives define the desired outcomes. Performance thresholds define the level of service required under the contract to successfully meet the performance objective. The Government performs surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance thresholds. The PWS and QASP should be used to form the foundation of the COR’s inspection.

Method(s) of Surveillance:

100% Inspection: The COR will inspect and evaluate the contractor’s performance each time it is performed. The result of the contractor’s overall performance is then evaluated to determine acceptability of the service provided. Customer complaints may be a form of determining acceptability of performance. The COR is the point of contact and must collect all customer complaints. The Customer Complaint Record below will be used for this purpose. All complaints and any resulting resolution of such complaints must be documented with the information required on the customer complaint form. Customer complaint forms become a permanent part of the COR file.

7.0 Surveillance Documentation

7.1 Corrective Action Report (CAR) (Appendix 2)

Corrective Action reporting is divided into two categories, which are as follows: minor and major.

Minor: A minor discrepancy is a departure from established standards having little bearing on the service provided. Some examples would be data deliverables with minor grammatical or spelling errors or insufficient copies of documents. When the COR identifies a minor discrepancy, the COR shall document the discrepancy and verbally contact the designated contractor representatives, but is not required to notify the CO; however, if the same minor discrepancy is identified more than once, it may be an indication that a major discrepancy is occurring or has occurred because the contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the CO in writing, which may include e-mail.

Major: If at any time the COR identifies a condition as having a significant adverse effect on the quality of the service, such as those stated below, the COR shall document their findings and notify the CO immediately in writing. E-mail is acceptable. Major discrepancies will be reported by the COR to the designated contractor representative in writing; however, copies of written correspondence will be coordinated with the CO prior to issuance to the contactor representative. Some examples would contractor failure to meet a performance objective, failure to provide adequate corrective action to preclude recurrence of government-identified findings, failure to provide corrective action to deficiencies identified by the COR within a prescribed suspense period or failure to adhere to security regulations that results in a security incident.

7.2 Customer Complaint Record (Appendix 3)

The COR shall ensure complaint procedures and forms are made available to all customers (See Customer Complaint Record below). Any personnel that observe questionable or incomplete services or services not performed, or performed improperly, should immediately contact the COR. The COR shall receive, document, and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the complainant and explain why the complaint was invalid. The COR shall fully document the resolution for each complaint on the Customer Complaint Record. Complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the CO in writing. The CO will notify the contractor and appropriate action can be taken.

8.0 Acceptance of Services

Before acceptance of product(s) or service(s) and/or approval of an invoice, the COR shall prepare a COR Services Summary Surveillance Report (Appendix 5) in accordance with the QASP and FAR 52.212-4 (Contract Terms and Conditions – Commercial Items), Inspection and Acceptance Clause. The report shall identify both positive and negative performance. At a minimum, the report shall identify the number of assessments scheduled and conducted, the number of unacceptable/acceptable performances observed, the number of CARs issued, number of valid complaints, any significant contractor performance discrepancies, and a rating of the Contractor’s overall performance. The report shall be signed and dated by the COR and uploaded to the CORT Tool.

The COR will certify that acceptable services were received, in accordance with the terms and conditions of the contract. The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished no later than seven calendar days after receipt of the invoice. To avoid payment of interest penalties, if the invoice is unacceptable, it should be rejected in WAWF within the first seven calendar days after receipt of the invoice, and the CO should be notified immediately.

9.0 Contract Management

The MFT shall conduct periodic progress meetings to review the contractor’s performance. At these meetings the CO will apprise the contractor of how the Government views the contractor’s performance and the contractor will apprise the Government of problems, if any, being experienced. The contractor will immediately notify the CO and/or COR of any work being performed that the contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues (i.e. CPARS, customer complaint reports, etc.).

The MFT shall also provide any recommended changes to the QASP to the CO at the progress meetings or on an annual basis (at a minimum).

Appendix 1 – Services Summary (SS) and Method of Surveillance

Accurate and timely Technical Writing and Reports shall be produced using Government approved formats, software tools and software versions as set in CDRLs.

PWS: 3.3.3, 4.1, 4.2, 4.9

Each deliverable shall not have more than two (2) inaccuracies per document for cross-referencing source and reference material content.

Technical writing and reports shall be delivered to the Government with no more than two (2) deliverables per month not being delivered on time. Late deliverables shall be submitted to the COR not later than one (1) working day beyond the scheduled delivery date.

100% Inspection

All schedules shall be published in the Project Server database; and updated weekly.

PWS: 3.2, 3.3.3, 3.4.2, 4.1

Correct deficiencies as established in a corrective action program to ensure correction of a noted deficiency.

PWS: 5.9.2

All deficiencies shall be corrected not later than one (1) working day beyond set delivery date.

100% Inspection

Accuracy of software architecture drawings IAW MIL-STD-31000A.

PWS: 3.3.3, 3.4.2, 4.1, 4.7.2, 4.7.3, 5.10.2, 7

More than 95% of all changes to architecture drawings updated within one week of request by Government.

100% Inspection

Update hardware and software inventory records to reflect adds/transfer, excess equipment IAW AFI 33-112, Computer Systems Management.

PWS: 3.3.3, 4.2

98% accuracy per the Purchase Orders provided by the supported programs.

Verified 99% on time delivery per the CDRL.

100% Inspection

Level III Help desk support will provide problem resolution for assigned calls.

PWS: 3.5.3

100% of assigned calls will have a documented resolution of the issue contained on the ticket.

100% Inspection

Provide technical on-call support (outside normal duty hours) upon notification from the 24/7 Level II help desk.

PWS: 3.5.3

Response shall begin within one (1) hour of notification 98% of the time, and within two (2) hours, 100% of the time.

100% of assigned calls will have a documented response in the trouble ticket.

100% Inspection

Appendix 2 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY |_| MAJOR |_| MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

|_| ACCEPTED |_| REJECTED

12. CLOSE DATE

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

4. CONTRACTING OFFICER’S REPRESENTATIVE (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. |_| DEFICIENCY (CHECK ALL BOXES THAT APPLY)

|_| NEW

|_| REPEAT

|_| NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE |_| CONCUR |_| NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. |_| CONCUR |_| NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 4 – Performance Assessment Report Appendix 5 - Sample COR Services Summary Surveillance Report

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint LEVEL OF SURVEILLANCE (Check):

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________