Attachment_05_-_TO_0002_QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

HC1028-14-R-0006-0002

Rev. 26-Sep-13

1. Task Order Title: Satellite Communications & Telecommunication Operations & Maintenance Support

2. Work Requirements:

1. Task 1 – Program Management Support

1. Task 2 – Telephone Operation Support

1. Task 3 – Telecommunication Support

1. Task 4 – Satellite Communication Support

3. Primary Method of Surveillance:

Random sampling and customer input will be used for Tasks 1 through 3.

1. Result of random sampling will be documented in USAFCENT’s Performance Assessment Report (PAR) form.

4. Scope of Performance:

This requirement is to obtain engineering, operations, maintenance, administration and management support to the local communications commander as indicated in Section 2 (Work Requirements). Personnel deployed under this effort will be operating under the technical direction of the local communications commander or their designated representative(s) and in accordance with the SPIN-C and the basic contract.

5. Performance Standards:

Program Management:

1. The contractor will be responsible for the efficient management of the task order.

1. The contractor will ensure that the government’s high standards of performance are met, including full responsiveness to contractual requirements and timely delivery of professional quality products.

Switch Operations:

1. The contractor will maintain a current site telephone directory.

1. The contractor will provide directory and operation assistance.

1. The contractor will manage and distribute a quick reference guide on telephone operations and features to all customers by e-mail.

1. The contractor will support call direction & transfer between DSN and local phone lines.

Switch O&M:

1. The contractor will perform all work in accordance with the specifications and policies of the DoD, Telephone Switch Manufacturer and other manufacturers of system components and with generally accepted telecommunications industry practices.

1. The contractor will operate the telephone switch and associated hardware respectively in accordance with manufacturer manuals.

1. The contractor will perform switch configuration, responded to console messages, execute available diagnostic routines, and continuously monitor system status for each switch.

1. The contractor will perform routine maintenance and performed system recoveries from machine stops or malfunctions.

1. The contractor will perform switching system backup.

1. The contractor will perform system/data administration on all equipment and software (The contractor will accomplish database changes per time frames as set up by the site telephone manager).

1. The contractor will perform software functions and translations for any add, move, change, delete, query of a circuit or system data, directory assistance, service order, trouble assistance, records administration, and billing.

1. The contractor will perform traffic measurements and analysis/studies for the telephone switching system(s) upon request of the government representative/QAE.

1. The contractor will perform call detail recording and analysis/studies for the telephone switching system(s) upon request of the government representative/QAE.

1. The contractor will perform technical support and act as a consultant on features related to the switch capabilities.

1. The contractor will manage and maintained all the spare parts and component in order to support the system and maintain target system availability.

1. The contractor will provide preventive, remedial, and corrective maintenance to insure all equipment is in proper and full operating conditions.

1. The contractor will maintain a Daily Maintenance Log.

1. The contractor will maintain 99% operational availability or higher, of the applicable systems 24 hours per day, 7 days per week, 365 days per year, in accordance with USAF and Defense Information Systems Agency (DISA) standards for the system.

1. The contractor will provide component and system troubleshooting services.

1. The contractor will coordinate with the on-site government representative any scheduled service outage to the telephone switch.

1. The contractor will identify, repair and correct all Warning, Minor/Major Alarms, and system outages as they occur.

SATCOM:

1. The contractor will conduct preventive, remedial and corrective maintenance to ensure all equipment is in proper and full operating condition as described by the equipment manufacturer without degradation of service.

1. The contractor will maintain a daily Master Station Log (MSL) IAW DISAC 310-70-1.

1. The contractor will perform and document Preventive Maintenance Inspections (PMI) on the SATCOM systems and associated hardware, IAW manufacturer’s manuals, and maintain PMI completion documents on file.

1. The contractor will ensure all scheduled service outages are identified and coordinated in writing IAW the SPIN-C and DISA standards.

1. The contractor will repair and correct, as necessary, all Warning, Minor and Major Alarms and system outages and/or deficiencies.

1. The contractor will respond and correct any unscheduled maintenance and outages IAW local guideline and policies, or the SOW.

1. The contractor will maintain a monthly minimum of 99.95% availability (Ao).

1. The contractor will manage all warranty and maintain an updated inventory of Government Furnished Equipment.

1. The contractor will provide training to support contingency operation.

1. The contractor will provide Teleport Operations & Control Center (OCC) support, 24/7, 365 days per year.

1. The contractor will provide logistic support for the government furnished satellite terminals.

1. The contractor will maintain parts, subassemblies, and subsystems required to maintain the operational configuration of all satellite terminals to include repair parts, spares, components, and modules.

6. Acceptable Quality Level (AQL):

The AQL for this project is 100% in accordance with Performance Standards (Para 5 above).

7. Evaluation Method:

The on-site Communication Squadron will designate a Quality Assurance Evaluator (QAE). QAE's will evaluate contract personnel under the QA program at least every 30 days, with results documented as directed in the USAFCENT SPIN-C. The Contracting Officer Representative will have final input and acceptance on all task order.

8. 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.