ATCH 4 - QUALITY ASSURANCE SURVEILLANCE PLAN.doc

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

DISA TRAVEL TELECOMMUNICATIONS CONTRACT

SOLICITATION: HC1013-09-R-2003

Coordinate:

Thompson.Jeffrey.R.0401014008

Digitally signed by Thompson.Jeffrey.R.0401014008

DN: c=US, o=U.S. Government, ou=DoD, ou=PKI, ou=DISA, cn=Thompson.Jeffrey.R.0401014008 Date: 2009.08.05 15:40:01 -04'00'_________________________________ Date__05 AUG 09____

Program Manager

________________________________ Date__06 AUG 09___ Contract Administrator

Approval:

31 Aug 09

___________________________________________________ Date_______________

Brenda K. Leonard Contracting Officer

DISA/DITCO/PL8222

1. OVERVIEW

1.1. Introduction. This Quality Assurance Surveillance Plan (QASP) has been designed to identify the methods and procedures the government will use to insure it receives the services under contract as identified in the performance standards in the Performance Work Statement (PWS). The plan focuses on the level of performance required by the PWS; not the methodology or process.

1.2. Purpose. The purpose of the QASP is to provide the Contracting Officer’s Representative (COR) with effective and systematic instructions on how inspection and acceptance of services is to occur. The plan provides the level of performance expectations and how the Defense Information Systems Agency will confirm the services are provided. The QASP is developed by the DISA Telecommunications Certification Office (TCO) and responsibility for changes remains with the TCO. It provides the COR surveillance tools and how and when surveillance will be performed.

2. ROLES AND RESPONSIBILITIES

2.1. Telecommunications Certification Office. The TCO is a customer-focused multifunctional team established to plan and manage service contracts throughout the life of the requirement.

2.2. Contracting Officer’s Representative (COR).

2.2.1. Provide technical assistance to the contracting office.

2.2.2. Provide functional continuity and stability.

2.2.3. Maintain proficiency in contract surveillance procedures.

2.2.4. Perform surveillance in accordance with the QASP and provide documentation of surveillance observations to the Contracting Officer (CO).

2.2.5. Immediately notify the CO of any significant performance deficiencies.

2.2.6. Maintain surveillance documentation.

2.2.7. Participate in the Contractor Performance Assessment Reporting System (CPARS).

2.3. Contracting Officer (CO). The CO ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract, and safeguards the interests of the government. The CO ensures the Contractor receives impartial, fair, and equitable treatment under the contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

3. METHODS OF SURVEILLANCE

3.1. One Hundred Percent Inspection. Inspecting a requirement every time it occurs.

3.2. Customer Complaints. Customer complaints and comments can be a way to validate information obtained through other sources. However, customer complaints are likely to be subjective and may not always relate to actual requirements of the contract; therefore, they need to be fully validated. Customer complaints and comments are useful in those areas that do not lend themselves to other types of surveillance.

3.3. Periodic Surveillance. Selecting this tool to determine a contractor’s compliance to contract requirements can be quite effective and allows the COR to establish confidence or lack of confidence in the contractor while not consuming a significant amount of time. This surveillance method is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis. An example of periodic surveillance is weekly inspections when the COR chooses the location and time in other than a statistically random basis.

4. SERVICE DELIVERY SUMMARY (SDS). The SDS represents the most important objectives that must be met in order to ensure contract success. Thresholds will be used to determine if the contractor met the objective or not. Below are the Performance Objectives; Performance Thresholds; and Methods of Observation:

4.1. Timely billing.

4.1.1. Paragraphs 3.9.4 and 3.9.5 of the Performance Work

Statement.

4.1.2. 100% inspection in receipt of Notice of Completion reports.

4.1.3. Timely billing shall meet the threshold of 90%

timely and accurate.

4.2. Short-notice circuit activation

4.2.1. Paragraphs 3.2, 3.2.2, 3.2.3, and 3.8 of the

Performance Work Statement.

4.2.2. Periodic inspection.

4.2.3. No validated discrepancies or customer complaints.

4.3. Timely and accurate circuit status and tracking

system

4.3.1. Paragraph 3.9 of the Performance Work Statement.

4.3.2. Periodic inspection.

4.3.3. No validated discrepancies or customer complaints.

4.4. Vendor accessible to receive orders 24/7, 365 days a

year.

4.4.1. Paragraph 3.8 of the Performance Work Statement.

4.4.2. 100% inspection.

4.4.3. 100% availability.

5. OBSERVATION OF SERVICE DELIVERY SUMMARY (SDS) ITEMS

5.1. The government retains the right to inspect any item included in the contract, to include required tasks not shown in the SDS. These services should be inspected in the same general manner as periodic surveillance items. The results of these inspections are documented and, if necessary, provided to the CO for action. The CO will handle each documented discrepancy on a case-by-case basis.

6. DOCUMENTATION REQUIREMENTS

6.1. Documentation is required to record, evaluate, and report the contractor’s performance monthly for the first three months and then quarterly thereafter. The COR is required to maintain accurate and detailed records of the contractor’s performance and keep the CO informed. The COR must document each surveillance as it is accomplished and maintain open lines of communication with the CO, discussing discrepancies that may warrant deficiency notices.

6.1.1. The COR will record their observations and provide a complete picture of the contractor’s performance. A Form 67 will be used at each installation site that details contractor performance.

6.1.2. A customer complaint can be filed by anyone interacting with the contractor in any capacity. The burden of documenting the complaint rests predominantly with the COR. Once the COR has completely investigated the complaint and documented the results, a validity recommendation will be made to the CO.

6.2 Reporting. The COR will send in a performance report summarizing all observations during the site visit, to include performance that is above the standard, valid customer complaints, and failed performance objectives to the CO.

7. UNACCEPTABLE PERFORMANCE

7.1. The COR must record circumstances (time, date, location, and defective element) surrounding an observed "defect". When unacceptable performance, which was not caused or contributed to by government actions, is documented, the COR shall take the following actions:

7.1.1. Inform the contract manager or alternate contract manager of the unacceptable performance and reasons why it is unacceptable.

7.1.2. Afford them the opportunity to show the problem has already been identified and corrective action is being taken. A deficiency may not be recorded if evidence is shown where the contractor’s quality program has already documented the deficiency and timely corrective action was taken to remedy the problem.

7.1.3. The COR will evaluate the effectiveness of the contractor’s corrective action. Trends will be tracked and repeated failures annotated.

7.1.4. Ask the contract manager or alternate contract manager to sign the checklist to acknowledge receipt; and provide them a copy of the signed checklist. The COR will document the contractor’s refusal and advise the CO of the situation, if the contractor refuses to sign the inspection.

8. SURVEILLANCE SCHEDULE

The COR surveillance schedule will consist of site visits at all sites of installation.

9. CERTIFICATION OF SERVICES

9.1 The COR will complete a receiving report by using an In Effect Report.

9.2 Unacceptable Services. Defective performance will be annotated on the In Effect Report and forward to the Contracting Officer/Contract Account Manager.

10. CONTRACTOR PERFORMANCE ASSESSMENT REPORT SYSTEM (CPARS)

10.1 CPARS is an automated, central repository of contractor’s past performance history. CPARS data can be used to effectively communicate contractor strengths and weaknesses on a given contract during a specific period of time. CPARS training will be given to the COR by DISA to enable to update CPARS with accurate information with the concurrence of the Contracting Officer.

Attachment 4