Atch_J-4_QASP_-_GCDS.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title: Global Content Delivery Capacity Services

2. Work Requirements:

· Task 1 – Global Content Delivery System Support

· Task 2 – GCDS Repository with Global Traffic Management

· Task 3 – GCDS High Definition Video Streaming

· Task 4 - Industry Standards.

· Task 5 - Situational Awareness

· Task 6 – Standard Implementation Services

· Task 7 - IPv6 Compliance

· Task 8 - Mobile Device Support

· Task 9 – Automated Capabilities

· Task 10 - Date De-Duplication Technologies

· Task 11 - Transition Strategy

· Task 12 - Removal of Equipment

· Task 13 - Media Retention

· Task 14 - Delivery and Installation

· Task 15 - Meeting Requirements

· Task 16 - Acceptance

· Task 17 - Deactivation

· Task 18 - Invoice Creation and Billing Cycle

· Task 19 - Reporting Requirements

· Task 20 - Performance and Availability

· Task 21 – Security Accreditation

3. Primary Method of Surveillance:

In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate contractor performance. The primary methods of surveillance are random checks, observations, inspections, complaints, and review of records and files required to be maintained and delivered under this contract. The Government will use appointed representatives as well as reports and input from DISA personnel and visitors as sources of comments on the contractor’s performance. Periodic sampling is scheduled for 6.1, 6.20, 6.20.2, 6.5, 6.2.1.1, 6.5.3, 6.1.14, 6.11.1, 6.14, 6.15, 6.19.1, 6.19.3, and 6.19.4. There will be 100% inspection for 6.1.4, 6.1.5, 6.1.3.1, 6.20.4, and 6.21.1.

· 100 Percent Inspection. This is usually 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.

· Random Sampling. This is usually the most appropriate method for recurring tasks. With random sampling, services are sampled to determine if the level of performance is acceptable. Random sampling works best when the number of instances of the services being performed is very large and a statistically valid sample can be obtained. Computer programs may be available to assist in establishing sampling procedures.

· 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.

· Customer Input. Although usually not a primary method, this is a valuable supplement to more systematic methods. For example, in a case where random sampling indicates unsatisfactory service, customer complaints can be used as substantiating evidence. In certain situations where customers can be relied upon to complain consistently when the quality of performance is poor (dining facilities, building services, customer surveys). Customer complaints may be a primary surveillance method and customer satisfaction an appropriate performance standard. In all cases, complaints should be documented, preferably on a standard form.

4. Scope of Performance:

The contractor will design, deliver, install, and maintain Global Content Delivery Services (GCDS) capacity infrastructure in concert with the Government at any of the current DISA ESD computing facilities or future DISA ESD computing facilities in the continental US (CONUS), outside CONUS and other DISA or DISA approved locations worldwide. The objective is for the contractor to provide content delivery services using a “utility-based contract concept”. This utility concept requires that the contractor provide all assets and services needed for the content delivery service, with the exception of type I cryptographic devices and intrusion detection systems. These assets shall include, but are not limited to, hardware, software, software maintenance and licensing, design capabilities, logistical support, field maintenance, and engineering support. These services will include, but are not limited to, installation, racking and stacking of equipment, cabling, powering of device, and configuration related to the deployment and sustainment of the provided GCDS service.

This initiative will support unclassified and classified networks including SCI-level environments:

· Non-Classified Internet Protocol Router Network (NIPRNet)

· Secret Internet Protocol Router Network (SIPRNet)

· Joint Worldwide Intelligence Communication System

· International Security Assistance Force

· Combined Enterprise Regional Information Exchange

· Similar-type networks deployed over time

5. Performance Standards:

See Attachment 1

6. Acceptable Quality Level (AQL):

The Acceptable Quality Level (AQL) states the level of variation that the contractor may have from a performance standard. MIL-STD-105D states that an AQL is “the maximum percent defective (or the maximum number of defects per hundred units) that, for purposes of sampling inspection, can be considered satisfactory as a process average.”

See Attachment 1

7. Evaluation Method:

Quarterly and annual program management reviews will be mutually agreed to between the contractor and ESD to evaluate performance metrics.

Quarterly Program Management Reviews with ESD personnel to include:

· Review overall program performance metrics and corrective actions, as appropriate

· Review critical open items flagged by ESD, contractor or DITCO

· Review summaries of the past quarter’s historical activities, including service deliveries, maintenance activities, call orders, and financial review

· Develop corrective action plans, detailing key activities, areas of program improvement (if required), or expected issues that will need to be resolved

· Review of possible contract changes

Annual Program Management Reviews with Contractor, ESD and DITCO to include:

· Identify new technologies which could significantly benefit DISA operations and pricing

· Review of possible contract changes

8. Incentives (Positive and/or Negative):

The positive incentive is prescribed below:

· Any minimum standard surpassed on a continuous basis will be officially documented as a positive record in the Contractor Performance Assessment Reporting System (CPARS).

· The contractor will receive an incentive of 2% of the full transition cost when Full Operational Capability (FOC) is met within a six month period, 1.5% if FOC is completed in seven months, 1% if FOC is completed in eight months, and .5% if FOC is completed in nine months from the start date of contract award. Performance standards are defined in Attachment J-4 QASP. This incentive will only apply to the transition period of the contract. The incentive will be calculated on the first full 30-day billing period following FOC completion within the noted timeframe, which begins on contract award date. The measurement to determine if the incentive timeframe was achieved will entail making all three content delivery networks (NIPR/SIPR/CX-I) are operational. A content delivery network is considered operational when it has Web delivery, NetStorage, and streaming capabilities available for consumption by DISA's customers. Furthermore, all three CDNs will be considered operational once all of 800+ URLs have been transitioned from the legacy GCDS service to the new GCDS service. Additionally, a declaration of complete FOC from the vendor will need to be submitted on or before the last day of the month for the incentive to be achieved.

The following negative incentives apply:

· Any minimum standard not met will be officially documented as a negative record in the Contractor Performance Assessment Reporting System (CPARS).

· The contractor will be charged a -.5% disincentive fee per month exceeding the ten month expectation of Full Operational Capability. The disincentive fee of -.5% will begin on the first day following the end of the tenth month if migration occurs after the performance standards defined in Attachment J-4 QASP. The -.5% per month will be calculated on the first day of the eleventh month and will be charged monthly until FOC is reached. FOC will be evaluated by the following standards: content delivery networks (NIPR/SIPR/CX-I) are operational. A content delivery network is considered operational when it has Web delivery, NetStorage, and streaming capabilities available for consumption by DISA's customers. Furthermore, all three CDNs will be considered operational once all of 800+ URLs have been transitioned from the legacy GCDS service to the new GCDS service. Lastly, a declaration of complete FOC from the vendor will need to be submitted on or before the last day of the tenth month.

The PWS and QASP will be modified to identify performance objectives and standards for other services as required.

Attachment 1:

(Total available hours for 30 days – Measurement Exceptions – Time server is unavailable) / (Total available hours for 30 days –Measurement Exceptions)*100=“Service Level Attained”. Total available hours = 24x7x30 for each orderable system for each 30-day period Periodic inspection of downtime reports

Periodic inspection of downtime reports and number of hours to resolve issues.

6.1.14 – Adverse Network Detection

Provide a visual tool in near real time to view network conditions

Periodic inspection of reports and monitoring of network connections

Periodic inspection of delivery timelines.

Weekly inspection of materials upon delivery.

Periodic inspection of materials upon delivery.

Periodic inspection of materials upon delivery.

· IAVA, IAVB status

· Notification of satisfactory completion of each and informing Government that contractor is in compliance with FSO guidelines.

100% Inspection of security status report.

Enclosure 6, QASP v2, 27 Aug 13

Enclosure 6, QASP 4of 7 v2, 27 Aug 13