Attachment 2 - QASP Amendment 0001.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title Defense Information Systems Network (DISN) CONUS Optical Network Enhancement (Link 42)

2. Purpose:

This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring?

· How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the COR’s performance assessment activities.

Contracting Officer (KO) – The KO 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. The KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

4. Primary Method of Surveillance: Periodic inspection for Task 1. There will be 100% inspection for Task 2 and 3.

· 100 Percent Inspection. This is usually only the most appropriate method for infrequent tasks or tasks with stringent performance requirements, e.g., where safety or health is a concern. With this method, performance is inspected/evaluated at each occurrence. One hundred percent inspection is too expensive to be used in most cases.

· Periodic Inspection: These services are monitored weekly, monthly, quarterly, semiannually, annually, etc. Periodic types of activities are perfect for periodic inspection because not only are they infrequent, but there is normally a predetermined, specified time frame within which the tasks must be accomplished. Therefore, you know exactly when to conduct the evaluations. Periodic inspections automatically become 100 percent evaluations or "100 percent checks." Inspections should be divided and scheduled by frequency: annual, semiannual, quarterly, monthly, weekly and as required. Sometimes services are required for which the time or frequency cannot be predicted, such as accident investigations, one-time special tasking by higher headquarters, etc. These would be labeled "as required inspections." Others are known and predictable such as the quarterly status report or the monthly travel report currently included in some DISA service contracts.

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performance surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards. The AQL performance Standard Table should be used to form the foundation of the COR’s inspection checklist.

5. Performance Standards:

(AQL)

Method of Surveillance

Schedules and provided implementation plans are accurate 95% of the time. Issues that occur are minor and are resolved in a satisfactory manner.

Periodic inspection of deliverable products and services.

Task Area 2: OLA installations/maintenance will conform to accepted Telecom practice for other installations in contractor facilities.

All installation/maintenance will be of the same quality as similar equipment in the same facility. Deliverables contain required information and are delivered on time at least 99.9% of the time, due to the critical services to be provided. Revisions that occur are minor and are resolved in a satisfactory manner.

100% inspection of installations will be conducted.

Task 3: Operation and Sustainment of fiber, co-location facilities, and equipment:

· System availability in accordance with PWS is 99.9% due to the critical services to be provided.

· Response times for cable failure should occur within 2 hours.

· Repair times for fiber outages are within 8 hours.

· Response time for equipment failure within 2 hours after GNSC notification.

· Restore time for equipment failures at co-location facilities within 8 hours (from arrival to restoration).

Due to the critical services to be provided, performance occurs with no required re-performance or re-work 99.9% of the time. Revisions that occur are minor and are resolved in a satisfactory manner. Repair time starts once personnel arrive on-site, and repair is considered complete when the DGOC confirms it is operational.

100% Inspection.

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule surveillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the KO.

When the COR determines formal written communication is required, the COR shall prepare a Corrective Action Report (CAR). The CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, CPARS or other actions deemed necessary by the KO.

7. Mandatory or regulatory compliance items: The contractor will provide initial proof of compliance with regulatory and compliance items contained in the contract. The Contracting Officer's Representative (COR) and the Contracting Officer (KO) will evaluate the initial submission and will conduct ad hoc reviews of the contractor's compliance throughout the remainder of the contract. The contractor will monitor compliance as required by FAR 52.222-50, Combating Trafficking in Persons, and report any issues to the KO.

8. Acceptable Quality Level (AQL):

Task 1: The AQL for Task 1 is 95% Task 2: The AQL for Task 2 is 99.9% due to the critical services provided Task 3: The AQL for Task 3 is 99.9% due to the critical services provided

9. Evaluation Method:

The COR will document the time of verbal notification to the contractor. The COR will document the official time and date of notification on the Maintenance Call Record. The COR will review self-diagnostic systems logs, conduct a comparison with actual maintenance performance and otherwise verify and validate contractor performance. The contractor shall enter in the record the official time the system is restored to full operational status. The COR will confirm the date and time of problem resolution in the record.

10. Performance Rating

In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as CPAR ratings).

Performance Rating Criteria

Appendix 1 - Surveillance Matrix

Performance Standards Acceptable Quality Levels Methods of Calculation

Task 1 - Deliverables are submitted on time and the Contractor manages performance of the overall requirement in accordance with the Project Schedule. Contractor ensures performance of all tasks meet the requirements of the PWS.

Target Criteria:

Deliverables contain required information and are delivered on time at least 95% of the time. Revisions that occur are minor and are resolved in a satisfactory manner.

Schedules and provided implementation plans are accurate 95% of the time. Issues that occur are minor and are resolved in a satisfactory manner.

Minimum Acceptable:

Deliverables contain required information and are delivered on time at least 90% of the time.

Schedules and provided implementation plans are accurate 95% of the time.

Calculation:

Deliverables provided by the due dates specified in the PWS and contain the required information are considered on time. Deliverables provided after the due dates are considered late.

Accuracy of schedules and implementation plans measured against actual milestone completion dates.

Measurement Interval – The Measurement Interval is monthly.

Measurement Period – The Measurement Period begins at start of contract and ends at contract end period of performance.

Source of Measurement Data – Receipt of Deliverables by specified recipients in Delivery Schedule.

Method of Surveillance – Periodic Inspection

Timing of Measurement Measurements are taken within thirty (30) days of the end of the Measurement Period.

Reporting Frequency: - Reporting to commence upon Contract Award and continue throughout the Period of Performance.

Pass/Fail

Task 2 -Availability of end-to-end provided service fully in compliance with the PWS Target Criteria:

Availability shall be 99.9% or greater measured over a monthly 30-day average.

Minimum Acceptable:

Due to the critical services to be provided, all circuits must meet the target criteria.

Calculation:

Performance occurs when circuit operates on a continuous basis, 24 hours and 7 days a week, averaged over a month of at least 99.9%.

Measurement Interval – The Measurement Interval is monthly

Measurement Period – The Measurement Period begins at circuit acceptance and ends at contract end period of performance.

Source of Measurement Data – Network management systems and tools

Method of Surveillance – 100% inspection of deliverables, schedules, and implementation plans

Timing of Measurement – Measurements are taken within thirty (30) days of the end of the Measurement Period.

Reporting to commence upon Contract Award and continue throughout the Period of Performance.

Pass/Fail

Task 2 – System integration will be acceptable when it passes the 72 hour Bit Error Rate (BER) test with no errors Target Criteria:

Performance occurs when test data provided to the Government validates circuit performance over the test period.

Minimum Acceptable:

Due to the critical services to be provided, all circuits must meet the target criteria.

Calculation:

Performance occurs when there 72 hour BER test is completed with no errors.

Measurement Interval – The Measurement Interval is 72 hours

Measurement Period – The Measurement Period begins at start of contract and ends at contract end period of performance.

Source of Measurement Data – Test acceptance activities

Method of Surveillance – 100% inspection of test data

One time after test completion

Pass/Fail

PERFORMANCE ASSESSMENT REPORT (PAR)

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

4. QUALITY ASSURANCE PERSONNEL (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

Appendix 2 – Performance Assessment Report

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

Appendix 4 – 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. QUALITY ASSURANCE PERSONNEL (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

Enclosure 6, Page 1 of 2 Pages 17Jul2013/Version 2

Encl 4, QASP 23Jun2017/v3