HC1028-16-T-0132_QASP.pdf

Off-Site Media Storage

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DHQCSD17MPC0001

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract Title: Off-Site Tape Storage

2. Work Requirements:

Task 1-The Contractor’s Delivery and Pickup-Transportation Procedures must meet the criteria in paragraph 6.1 and subparagraphs Task 2-The Contractor’s Vehicle Requirements must meet the criteria in paragraph 6.2 Task 3-The Contractor’s Reporting and Communication Requirements must meet the criteria in paragraph 6.3 and subparagraphs Task 4-The Contractor’s Recovery and Testing Requirements must meet the criteria in paragraph 6.4 and subparagraphs Task 5-The Contractor’s Personnel Requirements must meet the criteria in paragraph 6.5 and subparagraphs Task 6-The Contractor’s Invoicing Requirements must meet the criteria in paragraph 6.6 Task 7-The Contractor’s Miscellaneous Requirements must meet the criteria in paragraph 6.7 and subparagraphs Task 8-The Contractor’s Transition Plan must meet the criteria in paragraph 6.8 and subparagraphs Task 9-The Cyber Threat Security Plan must meet the criteria in paragraph 6.9 and subparagraphs

3. Primary Method of Surveillance:

Periodic Inspection/Random Sampling and progress meetings are scheduled for Tasks 1, 2, 3, 4, 5, 6, 7 and 8. In addition, Customer Input will be requested for Tasks 3, 4, 5. Task 9 will be reviewed annually.

4. Scope of Performance: The Contractor shall furnish all labor, facilities and transportation to pick up and deliver tape media and documentation from and to a DISA site based on a predetermined schedule.

The Contractor must be able to provide off-site storage management of unclassified and classified tape media and rotation, retrieval and recovery services to all DISA sites. The Contractor shall also provide, in the event of a disaster or a disaster recovery test, transportation of the stored tape media and associated documentation from a specified DISA Site and ensure emergency shipment of the tape media and documentation to an alternate designated DISA processing site within the time limits identified in the SOW.

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5. Performance Standards:

Required Performance Metrics Table

Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance Incentive (Negative) (Impact on Contractor Payments)

Task 1, Contractor’s Delivery and Pickup- Transportation Procedures

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

Periodic Inspections/Random Monitoring of the pick-up, delivery and transportation process.

Progress meetings with the Contractor.

Invoice deduction of $500 for each late deliverable

Task 2, Contractor’s Vehicle Requirements

Performance occurs with no required re-performance or rework at least 90% of the time.

Problems that occur are minor and are resolved in a satisfactory manner.

Periodic Inspections/Random Monitoring of vehicles and services.

Invoice deduction of $500 for not meeting Acceptable Quality Level

Task 3, Contractor’s Reporting and Communication Requirements

Performance occurs with no required re-performance or rework at least 90% of the time.

Problems that occur are minor and are resolved in a satisfactory manner.

Periodic Inspections/Random Monitoring of reports.

Customer Feedback, received in writing, include detailed nature of the complaint, must be signed/forwarded to the COR.

Invoice deduction of

Task 4, Contractor’s Recovery and Testing Requirements

Performance occurs with no required re-performance or rework at least 90% of the time.

Problems that occur are minor and are resolved in a satisfactory manner.

Customer Feedback, received in writing, include detailed nature of the complaint, must be signed/forwarded to the COR. Progress meetings with the Contractor.

Invoice deduction of

Task 5, Contractor’s Personnel Requirements

Performance occurs with no deficiencies 90% of the time. Problems that occur are minor and are resolved in a satisfactory manner.

Periodic Inspections/Random Monitoring and Customer Feedback.

Invoice deduction of $500 for not meeting Acceptable Quality Level

Task 6, Contractor’s Invoicing Requirements

Performance occurs with no required re-performance or rework at least 90% of the time.

Periodic Inspections/Random Monitoring of the submitted invoices and

Invoice deduction of

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Problems that occur are minor and are resolved in a satisfactory manner.

process.

Task 7, Contractor’s Miscellaneous Requirements

Performance occurs with no required re-performance or rework at least 90% of the time.

Problems that occur are minor and are resolved in a satisfactory manner.

Periodic Inspections/Random Monitoring. Progress meetings with the Contractor.

Invoice deduction of $500 for not meeting Acceptable Quality Level

Task 8, Contractor’s Transition Plan

Performance occurs with no required re-performance or rework at least 90% of the time.

Problems that occur are minor and are resolved in a satisfactory manner.

Periodic Inspections/Random Monitoring. Progress meetings with the Contractor.

Invoice deduction of

Task 9, Cyber Threat Security Plan

Performance occurs with no required re-performance or rework at least 100% of the time.

Periodic, Annual Review

Remedial action required

6. 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 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.

7. Acceptable Quality Level (AQL): The contractor may receive payment deductions or even termination based on failure to perform. The acceptable quality levels (AQL) located in the Required Performance Metrics Table is structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. The levels of performance are established at percentages less than 100%. All are keyed to the relative importance of the task to the overall mission performance. The following criteria apply for determining appropriate action:

7.1 Notifications. Consistent with FAR Part 49, the contracting officer shall notify the service provider of failure to meet standards through Quality Assurance Monitoring Forms, cure notices, or show cause notices and shall inform the service provider project manager or designated alternate of such notices.

7.2 Deductions. The Government has the right to withhold a percentage of payment of the monthly cost for performing particular services based on failure to meet performance standards. The dollar value of the withholding is identified in the Performance Standards.

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7.3 Termination. If the CO determines that the contractor has failed to perform to the extent that a termination for default is justified, the CO shall issue a notice of termination, consistent with FAR Part 49.

8. Evaluation Method:

8.1 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 reports and customer input/feedback. The Government will appoint a Contracting Officer’s Representative (COR) to review reports and input from users/customers as sources of comments on the contractor’s performance. The COR will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

8.2 The contractor will establish and maintain professional communication between its employees and customers. The primary objective of professional communication between employees and customers is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints. Performance management drives the contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems.

8.3 The customer always has the option to communicate complaints to the COR as opposed to the Contractor. The COR will accept the customer complaints and will investigate using the Quality Assurance Monitoring Form – Customer Complaint Investigation.

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QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD: ___________________

SURVEILLANCE METHOD (Check): _____ Reports

_____ 100% Inspection

_____ Periodic Inspection

_____ Customer Input/Feedback

LEVEL OF SURVEILLANCE SELECTED (Check):

_____ Monthly

_____ Quarterly

_____ As needed

ANALYSIS OF RESULTS:

OBSERVED SERVICE PROVIDER PERFORMANCE MEASUREMENT RATE = ___%

SERVICE PROVIDER’S PERFORMANCE (Check):

____ Meets Standards

____ Does Not Meet Standards

NARRATIVE OF PERFORMANCE DURING SURVEY PERIOD:

PREPARED BY: _____________________________ DATE: _____________________

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QUALITY ASSURANCE MONITORING FORM

CUSTOMER COMPLAINT INVESTIGATION

SERVICE or STANDARD:

SURVEY PERIOD: ___________________

DATE/TIME COMPLAINT RECEIVED: _____________ ________ AM / PM

SOURCE OF COMPLAINT: _______________________________ (NAME)

_______________________________ (ORGANIZATION)

_______________________________ (PHONE NUMBER)

_______________________________ (EMAIL ADDRESS)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT: _______ ___ AM / PM

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

RECEIVED AND VALIDATED BY: _____________________________

PREPARED BY: _________________________________ DATE: _______