Section_J _Attachment_6 _Quality_Assurance_Surveillance_Plan_(QASP).docx

Information Technology Capabilities Contract Two (ITCC II)

Quality Assurance Surveillance Plan

Coordination and Approval:

____________________________________ Date: __________________ Functional Commander/Director

____________________________________ Date: __________________ Contracting Officer Representative

____________________________________ Date: __________________ Contract Administrator

____________________________________ Date: __________________ Quality Assurance Program Coordinator

____________________________________ Date: __________________ Contracting Officer (55 CONS/LGCZ)

____________________________________ Date: __________________ Contractor (After Award)

TABLE OF CONTENTS

SUBJECT PARA

1. Overview 1

2. Purpose 2

3. Roles and Responsibilities 3

4. Method of Assessment - Customer Feedback 4

5. Customer Complaint Procedures 5

6. Certification of Services 6

7. Attachment: CAR

8. Attachment: CCR

9. Attachment: PAR

ITCC II - Quality Assurance Surveillance Plan (QASP)

QUALITY ASSURANCE SURVEILLANCE PLAN

Information Technology Capabilities Contract Two (ITCC II)

1. Overview:

1.1 Background:

The scope of this contract is to provide core IT infrastructure capabilities and services to USSTRATCOM and its customers. The contractor will work with government civilians, military personnel, and other contractors while performing duties.

During the life of the contract, much of the USSTRATCOM headquarters is likely to move to a new building. If this happens, ITCC II scope will increase to include remaining USSTRATCOM IT capabilities in the existing building, and to provide IT services and capabilities within the new headquarters building, both during and after the move.

The single service provider shall be a partner possessing industry standard skill levels and appropriate security clearances to perform IT operations, maintenance, logistics; Program Management; project and program engineering; and application support for the IT infrastructure.

This infrastructure includes, but is not limited to, the following:

1) all USSTRATCOM utilized networks except JWICS. The utilized networks include Commercial, Unclassified, Secret, Top Secret-Collateral, and limited support for separate standalone networks; on fixed and mobile platforms.

2) standalone commercial off-the-shelf (COTS) hardware and software.

3) systems supporting Global Operations Center (GOC) operations.

4) systems supporting the Commander's Situation Room (CSR).

5) Other locations with USSTRATCOM IT assets.

1.2 Objective:

The primary objective of the ITCC II contract is to provide mission critical, integrated, operational support for the IT infrastructure essential to the current and evolving USSTRATCOM set of missions.

To achieve that objective, the following sub-objectives must be accomplished:

1) Provide high-quality IT services to USSTRATCOM.

2) Provide industry standard IT capabilities.

3) Provide the IT capabilities necessary for customers to perform their operational mission.

4) Reduce the cost to USSTRATCOM of delivering services.

5) Permit the contractor maximum flexibility in implementing IT to satisfy cost, schedule, and performance parameters.

6) Maintain high customer satisfaction.

7) Facilitate IT management through the evolution of a more common IT environment, thereby enhancing system and product interoperability.

2. Purpose:

The purpose of this Quality Assurance Surveillance Plan (QASP) is to ensure the completeness, timeliness, and appropriateness of the services delivered under the ITCC II Performance Work Statement (PWS). This QASP outlines how Government personnel will evaluate and assess contractor performance. The QASP is intended to be a “living” document that may be revised or modified as circumstances warrant. It is based on the premise that the contractor, not the Government, is responsible for managing and ensuring that quality controls meet the terms of the contract. The Government representative will evaluate the contractor’s performance based upon feedback from the Government customer (Customer) and periodic inspections of the contractor’s quality control program.

3. Roles and Responsibilities:

3.1 Contractor Responsibilities. The contractor shall develop and maintain a quality program to ensure services are performed in accordance with commonly accepted commercial practices for this task. The contractor shall be responsible for initially validating Government complaints. The contractor shall develop and implement procedures to identify and prevent defective services from recurring. At a minimum, the contractor shall develop quality control procedures that address the areas identified in the Baseline and Services Summary (BASS), Section J, Attachment 2.

3.2 Government Responsibilities. The primary Government representative responsible for assessing performance of contractor personnel under this contract is the Contracting Officer Representative (COR). The COR may elect to have other Government representatives provide input if work performed is not immediately in the daily purview of the COR. It is the responsibility of the COR to provide timely performance feedback to the contractor, both positive and negative. It is the responsibility of every member of the multi-functional team, contractor and Government, to identify specific ways for performance to be improved.

4. Method of Assessment - Customer Feedback:

Customer feedback is firsthand information from the actual Customer(s) of the service being provided by the contractor personnel. It forms the basis of the evaluation and assessment. Methods and degrees of performance assessment may change over time in proportion to the evaluator’s level of confidence (high or low) in the contractor’s performance. The COR is responsible for informing the Customer(s) of the procedures for relaying assessments of the contractor’s performance.

5. Customer Complaint Procedures:

If performance is determined to be unacceptable and appropriate remedial action is not taken in a timely/sufficient manner after the contractor PM is notified, the COR will ensure a Customer Complaint Record (CCR) is documented, then notify the contractor’s Task Manager and the Contracting Officer assigned to the contract. Depending on the severity of the problem, the Government may elect to bypass the CCR documentation and pursue resolution utilizing the Corrective Action Report (CAR).

6. Certification of Services:

6.1 Feedback. Informal feedback, whether written or oral, will be the primary means of communicating contract performance. The Government will assess performance in relation to the requirements of the contract. Quarterly, the COR will provide a Performance Assessment Report (PAR) to the Contracting Officer detailing how the contractor’s performance met the requirements of the PWS.

6.2 Acceptance. The COR is required to accept contractor services and determine payments due. At the completion of each contract payment period (usually monthly), he/she will certify the services actually received under the contract. The DD Form 250 (marked as Original Invoice), a letter, or contractor’s invoice may be used to certify services.

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 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

Corrective Action Report (CAR) Template, Jun 11 (55 CONS/LGCZ)

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet (Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR) Template, Jun 11 (55 CONS/LGCZ)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR. A date must be entered for a Major CAR. A date is optional at the discretion of the Contracting Officer Representative (COR) initiating the CAR if the finding is Minor.

Block 6. Each CAR will be tracked with a Control Number. The functional commander/functional director is the Issuing Authority for his/her contract COR generating a CAR. By providing the control number to the COR originating the CAR, the Issuing Authority demonstrates concurrence with the finding. The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04-001).

Block 7.

1. Check the block that indicates whether the identified deficiency is assigned as a Major or Minor finding. See Performance Plan, section 6.1.4, for the definitions of Major and Minor findings and associated explanations.

2. Finding: Clearly state the details of the finding followed by a reference to the stated contractual requirement. The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

3. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

4. When determining how long to give the contractor to respond to the identified finding, the normal is 10 working days. The suspense date should reflect this unless the finding requires a greater amount of time to come to solution. Major findings require a contractor response. Minor findings may require a contractor response at the discretion of the COR initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. A COR initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9. Each annotates the date at the time of signature.

Block 10. Upon review of the contractor’s reply, the originator of the CAR will enter comments regarding acceptance or rejection of the contractor’s response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The COR selects Accept or Reject after reviewing the contractor’s response.

Block 12. The COR enters a close date after advising the Issuing Authority that the contractor’s response is acceptable and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the contractor and report accordingly in the monthly Certificate Of Service (COS) or other applicable contracting officer services report. This routing remains the same if the contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

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

Customer Complaint Record Template, Jun 11 (55 CONS/LGCZ) COMPLAINANT – 1

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

Customer Complaint Record Template, Jun 11 (55 CONS/LGCZ) COR – 2

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

Customer Complaint Record Template, Jun 11 (55 CONS/LGCZ) CONTRACTOR – 3

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

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

4. CONTRACTING OFFICER 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)

6. CONTRACTOR REPRESENTATIVE REMARKS

Performance Assessment Report (PAR) Template, Jun 11 (55 CONS/LGCZ)

PERFORMANCE ASSESSMENT REPORT

Continuation Sheet (Number to correspond with applicable Item Number on reverse)

Performance Assessment Report (PAR) Template, Jun 11 (55 CONS/LGCZ)

Performance Assessment Report (PAR) Instructions

Block 1. Contract Officer Representative (COR) enters contract or task order number.

Block 2. COR enters contractor name.

Block 3. COR enters type of services.

Block 4. COR signs and dates.

Block 5. COR enters telephone number.

Block 6. COR assigns suspense date for Contractor Representative validation if a deficiency box was checked in Block 7.

Part I. Contractor Performance

Block 7. COR checks all boxes that apply.

Block 8. COR enters Services Summary or Performance Work Statement (PWS) paragraph item reviewed.

Block 9. COR enters brief description of deficiency and tracking number if the deficiency box was checked in Block 7. Detailed description will be on Corrective Action Report (CAR).

Block 10. COR enters a detailed performance assessment if the deficiency box in Block 7 was not checked.

Parts II and III will be used only if a deficiency was documented in Part I.

Part II. Contractor Validation

Block 11. Contractor Representative checks one box in response to COR cited deficiency. If Concurrence is indicated, Contractor Representative continues to Block 12. If Non-Concurrence is indicated, continue to Block 13 and state reason(s) for Non-Concurrence with COR cited deficiency and return PAR to COR.

Block 12. Contractor Representative enters Estimated Completion Date of Corrective Action and continues to Block 13.

Block 13. Contractor Representative details Corrective Action and the Action Taken to Prevent Recurrence or Reason for Non-Concurrence of COR cited deficiency.

Part III. Deficiency Corrected

Block 14. COR checks appropriate block, signs, and dates.

Block 15. (Required Entry) COR remarks regarding the Corrective Action and the Action Taken to prevent recurrence. If Non-Concur was checked, this block should be very detailed to explain why.

Block 16. Contractor Representative enters remarks if further discussion is needed about COR concurrence with Contractor’s Corrective Action and Action Taken to Prevent Recurrence.

Continuation Sheet: The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.