HC102817R0015_Amend0008_J-2_QASP_trackchanges.pdf

HC102817R0015

XSPCS SCPCS QASP

J-2

AMEND 00020008

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title (Add contract/task order number at award): X-86 and SPARC Compatible Processor Capacity Services (XSPCSSCPCS)

2. Purpose:

This Quality Assurance Surveillance Plan (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 recognizes 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, as required, for Task 2 - 6.2.1 Subtask 2, Task 2 – 6.2.4 Subtask 2.4, Task 2 - 6.2.6.1 Subtask 2.6.1, Task 2 – 6.2.6.2 Subtask 2.6.2, Task 2 – 6.2.6.3 Subtask 2.6.3, Task 4 - 6.4.2 Subtask 4.2, Task 4 - 6.4.3 Subtask 4.3, Task 4 - 6.4.4 Subtask 4.4, Task 4 – 6.4.5 Subtask 4.5, Task 7 – 6.7 Task 7, Task 14- 6.14.1 Subtask

14.1, Task 14 - 6.14.2 Subtask 14.2 and Task 17 – 6.17.1 Subtask 17.1 There will be 100% review/inspection for Task 17 – 6.17.3 Subtask 17.3. There will be 100% inspection bi-annually for Task 7 – 6.7.1 Subtask 7.1.

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards to measure performance 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 ACL performance Standard Table should be used to form the foundation of the COR’s inspection checklist.

5. Performance Standards:

PWS Reference Performance Standard Acceptable Quality Level (AQL)

Method of Surveillance

Task 2 - 6.2.1 Subtask 2.1 Performance/Availability.

Processor availability will meet 99.95% based on the calculation: (Total available hours for number of calendar days in reporting month – Measurement Exceptions – Time server is unavailable) / (Total available hours for number of calendar days in reporting month – Measurement Exceptions)*100=“Service Level Attained”. 24x number of calendar days in reporting month for each orderable system.

Processor availability for High Availability Systems will meet 99.999% based on the following calculations:

Measurement 2A (summary): (Total available hours for number of calendar days in reporting month – Measurement Exceptions – Time server is unavailable) / (Total available hours for number of calendar days in reporting month – Measurement Exceptions)*100=“Service Level Attained”. Total available hours = Total available hours = 24x number of calendar days in reporting month averaged over all five nine’s orderable systems.

100%

Periodic inspection of downtime reports.

Method of Surveillance

Measurement 2B (per system): (Total available hours for number of calendar days in reporting month– Time server is unavailable) / (Total available hours for number of calendar days in reporting month – Measurement Exceptions)*100=“Service Level Attained”. Total available hours = 24x number of calendar days in reporting month for each five nine’s orderable system.

Task 2 – 6.2.4 Subtask 2.4

– Central Management.

Reporting for hardware utilization and error diagnostics.

100% Periodic inspection of Contractor reporting for hardware utilization and error diagnostics.

Task 2 - 6.2.6.1 Subtask

2.6.1 – Delivery. Processor capacity will be delivered on time and IAW Government POC guidance

Delivery of equipment must occur within 30 calendar days of the acceptance of the order by the Contractor.

100% Periodic inspection of delivery timelines.

Task 2 – 6.2.6.2 Subtask 2.6.2

Deinstallation of equipment must occur within 30 calendar days of the acceptance of the return call order by the contractor.

100% Periodic inspection of deinstallation timelines.

Task 2 – 6.2.6.3 Subtask

2.6.3 – Equipment report.

Provide equipment report 3- 10 working days prior to delivery.

100% Periodic inspection of Equipment Report.

Task 4 - 6.4.2 Subtask 4.2 - Interoperability.

Provide infrastructure that interoperates with DISA’s specified enterprise systems management (ESM) architecture.

100% Periodic inspection of downtime reports for software interoperability.

Task 4 - 6.4.3 Subtask 4.3

– Remote Management.

Provide infrastructure components capable of being managed remotely via a dedicated DISA management network.

100% Periodic inspection of reports for maintenance requirements.

Task 4 - 6.4.4 Subtask 4.4

– Backup capabilities.

Provide infrastructure components capable of being backed-up via a dedicated backup network.

100% Periodic inspection of backup network to ensure backups occurs.

Method of Surveillance

Task 4 – 6.4.5 Subtask 4.5

– DISA coordination prior to any asset deployment.

Ensure all assets are coordinated with DISA prior to introduction into the environment.

100% Periodic inspection of environment.

Task 7 – 6.7 Task 7 - Security

All security requirements will be complied with.

100% Periodic inspection of security requirements.

Task 7 – 6.7.1 Subtask 7.1

– IA Certification.

IA certification reporting will occur bi-annually.

100% 100% inspection of bi-annual IA certifications.

Task 14- 6.14.1 Subtask

14.1 - Monthly Inventory report at the physical level

Report must include (but not limited to) the following: contract number, call order number, hardware make, hardware model, serial number, memory, cores, sockets, processor speed, operating system, operating system version, operating system version date installed, physical location, order date, installation date, acceptance date etc.

100% Periodic inspection of materials upon delivery.

Task 14 - 6.14.2 Subtask

14.2 - Weekly Order Summary

Report must include (but is not limited to) the following: Call order number, order received, valid order date, call order line number, SLIN, description, Agency, Project, quantity, required delivery, Technical POC, System ID, base price, extended price, PO value, estimated ship date, actual ship date, estimated delivery date; actual delivery, estimate install date, actual install, estimate provision date, actual provision date, provision date, estimated acceptance date, acceptance date, order status, description, etc.

100% Periodic inspection of materials upon delivery.

Task 17 – 6.17.1 Subtask

17.1 - Ordering.

Contractor will establish efficient and effective ordering process.

100% Periodic inspection of lapse of time between when Govt call order is dispatched to Contractor and “Acceptance” occurs.

Task 17 – 6.17.3 Subtask

17.3 – Acceptance.

Contractor will develop acceptance testing methodology.

100% 100% inspection of acceptance for each asset installed.

6. Documenting Performance:

Acceptable Performance.

The Government will 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, 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 scheduled 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 and will provide upon request. 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):

The AQL for this project is 100% due to the critical support provided by processor operations.

9. Evaluation Method:

The COR will track the response to the requirements of inspected tasks, conduct a comparison with actual maintenance performance, and otherwise verify and validate contractor performance. Help desk ticket logs will be used as documentation and compared to the AQL specific to the task.

The COR will review the “ADPE Maintenance Record/FORM 7” to document the time elapsed between the initial call for support of a hardware maintenance/repair requirement, voice and physical response by the contractor, and resolution to verify and validate contractor performance. The “ADPE Maintenance Record/FORM 7” and is defined as the official documentation from the Government that hardware maintenance/repair is required. The “ADPE Maintenance Record/Form 7” captures the time the hardware error occurred, when the Government requests support from the contractor, and the time that the hardware error is resolved. The “ADPE Maintenance Record/Form 7” is the official measure of response and resolution time.

10. Performance Rating

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

Performance Rating Criteria

Exceptional

Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal

Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

11. Incentives (Positive and/or Negative)

Delivery Incentives/Disincentives. The contractor will receive an incentive payment for an expedited call order that is delivered earlier than 15 days prior to the required delivery date as defined in Performance Work Statement (PWS) section 6.2 Task 2, subsection 6.2.6.1 Subtask 2.6.1. Payment for the first 90 days of that call order will be increased by 5%. This incentive will only apply to orders that require expedited delivery as designated by the Government. The 5% incentive will be calculated on the first, full 90-days of billing of the expedited call order and will be paid only on the first three months of billing for the expedited call order. The designation that the call order is eligible for the incentive will be made in the call order. The measurement to determine if the incentive was achieved will be the date of delivery and the date of “Vendor Acceptance” email. Both the date of delivery and the email will need to be submitted to the DISA Contracting Officer’s Representative (COR) prior to the next monthly billing cycle for the incentive to be achieved.

An expedited delivery call order will be identified by the Government to meet specific processor capacity orders.

Expedited delivery is defined as new hardware delivered to satisfy an expedited call order, per government request, within 15 calendar days from call order validation from vendor.

Expedited Delivery Date Incentive Disincentive

Ready-for-Use Date (day 1-15) Yes No

Ready-for-Use Date (day 16-45) No No

Ready-for-Use Date (after day 45) No Yes

In cases where the Government has requested expedited delivery of a call order and then modifies the call order while the vendor is working to meet the expedited delivery request, the Government will reset the expedited delivery timeline. The effective order date will be updated to the date the call order modification is issued.

The contractor will be assessed a disincentive on payments for the first 90 days for an expedited call order that is delivered after the required delivery date as defined in PWS section 6.2 Task 2, subsection 6.2.6.1 Subtask 2.6.1.

Payment for the first 90 days of that call order will be decreased by 5%. This fee will only apply to orders that require expedited delivery as designated by the Government. The 5% reduction will be calculated on the first, full 90-days billing of the expedited call order and will be charged only on the first three months of billing for the expedited order.

Performance/Availability Incentive/Disincentives. The contractor will receive an incentive payment for any delivered capacity device that exceeds Performance and Availability standards as defined in PWS section 6.2 Task 2, subsection 6.2.1 Subtask 2.1. The payment will be computed as .1% (.001) of the monthly amount due for that device for every .01% above the documented Performance/Availability standard in the QASP. The incentive will apply to all ordered items related to the server that went above the documented standard (memory, peripherals, services, etc.). This incentive fee will be credited to the contractor on the following month’s invoice.

The contractor will be assessed a disincentive on payments for any delivered capacity device that fails to meet Performance and Availability standards as defined in PWS section 6.2 Task 2, subsection 6.2.1 Subtask 2.1. The disincentive will be computed as .1% (.001) of the monthly amount due for that device for every .01% below documented Performance/Availability standard in the QASP. The disincentive will apply to all ordered items related to the server that fell below the documented standard (memory, peripherals, services, etc.). This disincentive fee will be credited to DISA on the following month’s invoice.

Call Order Return Incentive/Disincentives. The contractor will receive an incentive payment for any equipment on a call order return that is removed from the installed location earlier than 15 days prior to the required timeframe as defined in PWS section 6.2 Task 2, subsection 6.2.6.2 Subtask 2.6.2. This incentive payment will equal 5% of last month’s payment due. The incentive will apply to all equipment on the return call order. This incentive fee will be credited to the contractor on the following month’s invoice.

The contractor will be assessed a disincentive, a decrease payment, by 5% for any equipment on a call order return that is not removed from the installed location by the required timeframe as defined in PWS section 6.2 Task 2, subsection 6.2.6.2 Subtask 2.6.2. This disincentive will reduce the final month payment for the device. The disincentive will apply to all return call order items. This disincentive fee will be credited to the contractor on the following month’s invoice.

Equipment Removal Date Incentive Disincentive Removal Date (day 1-15) Yes No Removal Date (day 16-30) No No Removal Date (after day 30) No Yes

Appendix 1 - Surveillance Matrix

Performance Standards

Acceptable Quality Levels

Methods of Calculation

Surveillance Results/Ratings

Processor availability will meet 99.95%

100% Total available hours for number of calendar days in reporting month – Measurement Exceptions – Time server is unavailable) / (Total available hours for number of calendar days in reporting month – Measurement. Excep-tions)*100=“Service Level Attained”. 24x number of calendar days in reporting month for each orderable system

Periodic inspection of downtime reports

(Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory)

(A rollup of assess-ment of the Surveil-lance Inspection Results to develop an overall rating for this objective)

Processor availability for High Availability Systems will meet 99.999%

100% Measurement 2A (summary): (Total available hours for number of calendar days in reporting month – Measurement Exceptions – Time server is unavailable) / (Total available hours for number of calendar days in reporting month – Measurement Excep-tions)*100=“Service Level Attained”. Total available hours = Total available hours = 24x number of cal-endar days in reporting month averaged over all five nine’s orderable systems.

Measurement 2B (per system): (Total available hours for number of calendar days in reporting month– Time server is unavailable) / (Total available hours for number of calendar days in reporting month – Measurement

Periodic inspection of downtime reports

Exceptions)*100=“Service Level Attained”. Total available hours = 24x number of calendar days in reporting month for each five nine’s orderable system.

Reporting for hardware utilization and error diagnostics.

100% Review of Contractor reporting for hardware utilization and error diagnostics.

Periodic inspection.

Delivery of equipment must occur within 30 calendar days of the acceptance of the order by the Contractor.

100% Review of delivery timelines.

De-installation of equipment must occur within 30 calendar days of the acceptance of the return call order by the contractor.

100% Review of de-installation timelines.

Provide equipment report 7-10 working days prior to delivery.

100% Review of Equipment Report.

Provide infrastructure that interoperates with DISA’s specified enterprise systems management (ESM) archi-tecture.

100% Review of downtime reports for software interoperability.

infrastructure components capable of being managed remotely via a dedicated

DISA

management network.

100% Review of reports for maintenance requirements.

infrastructure components

100% Review of backup network to ensure backups occurs.

capable of being backed-up via a dedicated backup network.

Ensure all assets are coordinated with DISA prior to introduction into the environment.

100% Inspection of environment. Periodic

All security requirements will be complied with.

100% Review of security requirements.

IA certification reporting will occur bi-annually

100% Review of IA certification reporting.

100% inspection of bi-annual IA certifications.

IA certification reporting will occur bi-annually

Monthly Inventory Report must include (but not limited to) the following:

contract number, call order number, hardware make, hardware model, serial number, memory, cores, sockets, processor speed, operating system, operating system version, operating system version date in-stalled, physical location, order date, installation date, acceptance date etc.

100% Review of delivery materials.

Weekly Order Summary Report must include (but is not limited to) the following:

Call order number, order received, valid order date, call order line number, SLIN, description, Agency, Project, quantity, required delivery, 100% Review of delivery materials.

Technical POC, System ID, base price, ex-tended price, PO value, estimated ship date, actual ship date, estimated delivery date;

actual delivery, estimate install date, actual install, estimate provision date, actual provision date, provision date, estimated acceptance date, acceptance date, order status, description, etc.

Contractor will establish efficient and effective ordering process.

100% Review of lapse of time between when Govt call order is dispatched to Contractor and “Acceptance” occurs.

Contractor will develop acceptance testing methodology.

100% Review of acceptance for each asset installed

100% inspection.

Appendix 2 – Performance Assessment Report

PERFORMANCE ASSESSMENT REPORT (PAR)

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

1. CONTRACT/TASK ORDER

NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM

REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY

BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

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 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