Attachment_J3_-_Quality_Assurance_Surveillance_Plan_(QASP).pdf

For Official Use Only 12 Feb 2015

Global Network Services (GNS) Quality Assurance Surveillance Plan (QASP)

1. Contract or Task Order Title

Contract Number: TBD Title: Global Network Services (GNS)

2. Work Requirements

QASP "task" numbers are aligned with the contract PWS paragraph numbers for simplicity (see RFP Section C). Note that all actual contractor work will be as required by each specific task order (TO), and will be assessed per its TO level QASP.

Task 1: [Header not used in this QASP] Task 2: [Header not used in this QASP] Task 3: Program Management Requirements Task 4: General Service Requirements Task 5: Transition Requirements Task 6: General Transmission Requirements Task 7: Internet Protocol (IP)-Based Service Requirements Task 8: Satellite Transmission Service Requirements Task 9: Transmission Service Requirements Task 10: Performance Requirements Task 11: Service Management Requirements Task 12: Cyber Security / Information Assurance (IA) Requirements Task 13: Contract Phase-Out

3. Primary Methods of Surveillance:

Contractor surveillance activities involve, as applicable, either ‘customer’ entities or else ‘Government management’ entities, herein called ‘the Government’ for simplicity. Each GNS TO QASP will specify the specific method(s) of surveillance, which will be combinations of the following:

100 Percent Inspection: This method will be utilized for infrequent tasks or tasks with stringent performance requirements, e.g., where personal or operational safety or health is a primary concern.

Performance is inspected and evaluated at each occurrence.

Periodic Inspections: Periodic inspection schedules will be in accordance with the specified requirements stipulated in the contract/task order delivery schedule. Where specific schedules are not identified, the Government will determine the appropriate inspection period/cycle to meet mission needs.

For Official Use Only 12 Feb 2015

Random Sampling: The sampling rate, sampling cycle and metrics will be determined by the Government.

Customer Input: Random sampling will be augmented by Customer Input via ad hoc reports. Customer reporting format will be determined by the Government.

Inspection: Inspection (by either the Government or the customer) may include one or more of the following methodologies. Details of specific application will be as specified in each TO.

• Direct observation of actual performance

• Direct observation and assessment of a specific attribute of the completed tasks

• Review and assessment of applicable reports

• In all cases, surveillance shall not be so intrusive as to adversely impact the successful accomplishment of the task requirement of the Contractor or the mission of the Government.

• Surveillance observations/inspections made by the Government will be recorded as specified in the TO QASP to document the Contractor performance and will become the official Government record of Contractor performance.

• Surveillance of unacceptable service will result in notification of the contractor by the

Contracting Officer (CO). The contractor shall initiate immediate corrective actions.

Unsuccessful or unacceptable corrective actions of identified deficiency will be recorded and assessed as Marginal or Unsatisfactory.

• Major issues – incidents will be documented and the Task Contracting Officer’s Representative

(COR) will notify the CO. The CO will make a determination on the validity of any complaint(s) against the Contractor and will notify the Contractor of the determination. The Contractor will be required to address and resolve any issues determined to be valid. Unresolved major complaints will be deemed Marginal or Unsatisfactory.

• Minor issues – isolated incidents of minor complaints will be addressed by the Task COR at the task order level. The on-site contract representative or contract manager will be notified of the complaint and the contractor will work with the Task COR to ensure the issue is addressed and resolved.

The principle surveillance methods by the Government will be as specified in each TO and will be aligned with contract level execution Tasks as identified above. The following summarizes likely techniques and levels but is not mandatory.

[Tasks 1 and 2 are not used, see above.]

Task 3: Program Management Requirements

3.1 - Contractor Personnel: 100 Percent Inspection of report data

3.2 - Daily/Weekly Status Reports: Periodic Inspection of report data

3.3 - Monthly / Quarterly In Progress Reviews (IPRs): Periodic Inspection

For Official Use Only 12 Feb 2015

3.4 - Comprehensive Implementation Plan (CIP): 100 Percent Inspection

Task 4: General Service Requirements

4.1 - Service Provisioning and Restoration: Periodic Inspection

4.1.1 - Routine Orders / Inquiry Orders: Random Sampling

4.1.2 - Non-Routine Order Performance: Random Sampling

4.1.3 - Expedite Task Orders: Random Sampling

4.1.4 - NS/EP or Urgent / Emergency Orders: 100 Percent Inspection

4.1.5 - Temporary / Exercise Orders: 100 Percent Inspection

4.1.6 - Order Confirmation: Periodic Inspection

4.1.7 - Technical Sufficiency: Random Sampling

4.1.8 - Utilities and Facilities Support Periodic Inspection

4.1.9 - End-to-End Services: Periodic Inspection

4.1.10 - Service Delivery Point (SDP): Periodic Inspection

4.1.11 - Special Studies: 100% Inspection

4.2.1 - Implementation Schedule: Periodic Inspection

4.2.2 - Site Notification: Periodic Inspection

4.2.3 - Site Survey: Periodic Inspection

4.2.4 - Approvals and Permits: Periodic Inspection

4.2.5 – Installation: Periodic Inspection

4.2.6 - Testing and Acceptance: 100 Percent Inspection

4.2.7 - Final Design Layout Record (FDLR): 100 Percent Inspection

4.2.8 - Administration, Operation and Maintenance (AO&M): Periodic Inspection

4.2.9 - Military Requirements: Random Sampling, Customer Input

4.2.10 - Diversity: Periodic Inspection

4.2.11 - Encryption Services: Random Sampling

4.2.12 - Authorized Service Interruption (ASI) Procedures: 100 Percent Inspection

4.2.13 - Escalation Procedures and Contacts: Random Sampling, Customer Input

4.2.14 - Predicted and Non-Predicted Service Outage Reports: Periodic Inspection

Task 5: Transition Requirements

5 - Transition Requirements: Periodic Inspection, Customer Input

Task 6: General Transmission Requirements

6.1 - Transmission Services and Interfaces: Periodic Inspection

6.2.1 - Government Provided Timing Source: Periodic Inspection

6.2.2 - Contractor Provided Timing: Periodic Inspection

6.2.3 - Plesiochronous Timing: Periodic Inspection

6.2.4 - Pass Through Timing: Periodic Inspection

6.3.1 - Two-Way Asymmetric Service: Periodic Inspection

6.3.2 - Point-to-Multi- Point Service: Random Sampling

Task 7: IP-Based Service Requirements

For Official Use Only 12 Feb 2015

7 - IP-Based Service Requirements: Periodic Inspection

Task 8: Satellite Transmission Service Requirements

8.1 - RF Transmission Services and Interfaces (Air Interfaces): Periodic Inspection

8.1.1 - Commercial Satellite Communications (COMSATCOM) Bandwidth: Periodic Inspection

8.1.2 - Contractor Provided Earth Terminals and Teleport Services: Periodic Inspection

Task 9: Transmission Service Requirements

9.1 - Electrical Transmission Services: Periodic Inspection

9.2 - Electrical Interfaces: Periodic Inspection

9.2.1 - SONET/SDH Transmission Services: Periodic Inspection

9.3 - Private Line Ethernet Services: Periodic Inspection

9.4.1 - Diverse Dark Fiber Service: Periodic Inspection

Task 10: Performance Requirements

10.1 - Satellite Performance Requirements: Periodic Inspection

10.2 - Terrestrial Electrical and Fiber Optic Transmission Requirements: Periodic Inspection

Task 11: Service Management Requirements

11.1 - Service Monitoring: Periodic Inspection

11.2 - Service Management Interface: Periodic Inspection

11.3 - Trouble Ticketing / Handling: Random Sampling, Customer Input

11.4 - Trouble Ticket Reports: Random Sampling, Customer Input

11.5 - Trouble Escalation: Periodic Inspection

Task 12: Cyber Security / Information Assurance (IA) Requirements

12.1 - Disaster Recovery and Contingency: 100 Percent Inspection

12.2 - Personnel Security: 100 Percent Inspection

12.3 - National Long Lines Agencies (NALLA) and Alliance Long Lines Activity (ALLA):

Periodic Inspection, Customer Input

12.4 - Security Operations: Periodic Inspection

12.5 - Government Evaluation: Periodic Inspection

12.6 - Physical Security: Periodic Inspection

Task 13: Contract Phase-Out

13.1 - Contract Phase-Out and Transition Plan: N/A (Nothing to survey or evaluate)

4. Scope of Performance:

The contract level scope of performance is as described in RFP Section C (Performance Work Statement).

Each TO competed under the contract will specify the scope of that TO.

5. Performance Standards:

For Official Use Only 12 Feb 2015

There are no performance standards that are applicable at the contract level. Performance standards that apply to a given TO will be as specified in that TO.

6. Mandatory or Regulatory Compliance Items:

When the TO level requirements incorporate external materials including but not limited to statutory standards and National Institute of Standards and Technology (NIST) standards, the COR and CO will evaluate the contractor’s execution. As necessary, the COR and CO will conduct ad hoc reviews of the contractor’s compliance throughout the life of the contract.

7. Acceptable Quality Level (AQL):

The AQL for each TO will be as specified in that TO.

8. Evaluation Method:

The Government will apply evaluation methods appropriate to the nature of each TO requirement. Most GNS requirements will be for outsourced commercial transport service outcomes, and the TO evaluation will be focused on whether or not the required service outcomes were provided in a satisfactory manner and degree as specified in the TO.

9. Incentives (Positive and/or Negative):

Both positive and negative performance will be documented in the Contractor Performance Assessment Reporting System, as appropriate, and will be taken into consideration for follow-on work. Service interruptions, outages, or other conditions resulting in the customer/user not being able to access the service may result in invoice adjustments after review of Monthly Status Report.