Attachment_3_-_Knowledge_Management_Sample_Task_Order -20120620_1335.docx

SOURCE SELECTION INFORMATION - SEE FAR 2.101 & 3.104

DISA CIO - DISA IT Enterprise Support Services

HC1028-13-R-XXXX TASK ORDER 0001

31 January 2012

APPENDIX B –QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

APPENDIX C –QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Defense Information Systems Agency

Chief Information Officer DISA Information Technology Enterprise Support Services (DESS)

HC1047-12-D-XXXX

Task Order (TO) 0003 Knowledge Management Support Services (Version 1.0) 19 June 2012

TABLE OF CONTENTS

Page i

Task Order CORs (TO/CORs) Primary TO/COR.

Department of Defense Activity Address Code (DODAAC):

HC1047

Alternate TO/COR.

Department of Defense Activity Address Code (DODAAC):

HC1047

Task Order Title:

Defense Information Systems Agency’s (DISA’s) Information Technology (IT) Enterprise Knowledge Management Support Services (KMSS).

Background The Defense Information Systems Agency is a Combat Support Agency responsible for connecting U.S. Forces and their coalition partners to the DoD’s Global Information Technology (IT) Enterprise. DISA provides IT networks, computing infrastructure, and Enterprise services in direct support of U.S. Warfighters to facilitate the seamless exchange of information on a global scale.

The mission of DISA’s Chief Information Officer (CIO) is to, “Lead and govern the delivery and operation of secure world-wide Enterprise IT services enabling the efficient and effective execution of DISA’s global combat support missions.” In order to accomplish this mission, the DISA CIO must:

· Provide an efficient and effective IT infrastructure and service to support the Agency’s warfighting mission.

· Achieve a Mission Assurance posture that ensures the security and continuity of the Agency’s internal IT Enterprise’s infrastructure and services against an ever evolving spectrum of threats.

· Maintain compliance with all DoD information governance policies and legislation.

· Govern a common architecture and service delivery framework to drive efficiencies in business system investments and portfolio and knowledge management capabilities.

The Office of the Chief Information Officer (CIO) provides streamlined, easy to follow processes and programs through the application of KM expertise. The CIO is tasked to provide clear and succinct Privacy, KM, and Records Management program guidance and leadership in accordance with all applicable federal laws, regulations, instructions, directives, and policies to Defense Information Systems Agency (DISA) and other Department of Defense (DoD) organizations.

The DISA CIO KM Team is responsible for:

· Recommending process improvement initiatives.

· Assisting in the definition of requirements associated with implementation.

· Requirements Management, application configuration, and design of KM solutions.

· Implementing a robust Knowledge Management and Electronic Records Management program.

The CIO provides information and KM services to DISA in the management of internal business information systems and services. Services include systems functional analyses, requirements engineering, content management, COTS software configuration, and custom software development to support communities of interest and end-user support. Government and Contractor resources are required to provide these services to DISA’s global workforce of civilian and military personnel.

The CIO’s wide range of KM tools and methods is essential for organizations examining the existing or current processes and determining more effective and efficient means of executing operations and inserting technology. The DISA CIO KM Team focuses on internal KM, process improvement, change management, and technology insertion that enable DISA personnel to perform DISA’s Knowledge Management mission more effectively and efficiently.

Objective The KM Team must support the mission of the DISA CIO by delivering knowledge-based products and solutions to the Enterprise. The KM team is successful in its mandates when the Agency’s institutional knowledge and intellectual assets are continuously available, discoverable, and leveraged, thereby allowing and enabling a more efficient, effective, and agile workforce and Agency.

Scope The scope of this Task Order includes DESS PWS Task Area 1 - Project Management and Task Area 6 - DISA IT Enterprise Architecture, Knowledge Management (KM) capabilities.

The DISA CIO KM Team requires technical and analytical services to enable the CIO’s mission of developing, leveraging, and implementing knowledge management practices, strategies, and technologies to ensure that institutional knowledge is identified, captured, assessed, accessible, and leveraged. Technical services and business process analysis are required to embed Knowledge Engineers within various Directorates, working groups, and communities of interest across the Agency to ensure that Knowledge Management requirements and domain expertise are being captured, assessed, and transferred into the Knowledge Based System (E.g. SharePoint 2010, Serena Team Track, Borland Calibre, or equivalent) for Knowledge Based continuity planning, process analysis, and process mapping.

The KM Team requires technical and analytical services to develop and implement information exchanges and technical solutions for Enterprise and Directorate specific KM needs, gathering KM requirements and priorities, and the development and implementation of rapid solutions. The technical support will be required to deliver technical solutions within the domains of Knowledge Engineering, Software Engineering, Process Improvement, Systems Engineering and configuring implementing, and leveraging SharePoint. The KM Team must establish relationships with Directorates, process owners, and domain experts throughout the Agency to identify opportunities for Enterprise process improvement and technical enhancement.

The strategic and collaborative planning work required by the KM Team will require highly-skilled, trained, and experienced business process improvement individuals to interact with management officials and military officers of all grades and ranks to reconcile mission critical issues that are currently impairing the execution of the Department's mission. This includes technical services to support the electronic meeting environments, which requires a technical understanding of all associated hardware, and software and audio-visual systems.

Specific Tasks

6.1 Task 1 - Task Order Administration

6.1.1 The Contractor shall provide the Government with a Staffing Plan of Action 30 days after Task Order award, that details the contractor(s) plan for ensuring that staffing levels are maintained such that there is no operational impact with staff turnover.

6.2 Task 2 - Perform Project Management (PM) Activities

6.2.1 As directed by the Government, create briefings for DISA Enterprise Knowledge Management projects and/or other technical initiatives.

6.2.2 Provide DESS Status Report Updates to comply with DISA’s monthly reporting requirement.

6.2.3 As directed by the Government, create and maintain Microsoft Project Integrated Master Schedules (IMS) to include resource loading, resource leveling, and risk management components.

6.2.4 As directed by the Government, capture meeting discussions, status reports and administrative actions/tasking (i.e. develop meeting minutes).

6.2.5 As directed by the Government, provide Project Plans which identify Bill of Materials (BOM), labor costs, Government coordination requirements, project schedule, technical approach, risks, and project objectives and anticipated benefits.

6.2.6 Develop strategic documentation that identifies and proposes a roadmap to move the Agency towards an environment that encourages knowledge sharing, preserving intellectual assets, and allows personnel to make informed and effective decisions. These documents shall also identify and propose a logical and sequential breakdown of projects required to accomplish the goals of Agency’s KM Mission.

6.3 Task 3 – Enterprise Knowledge Management Support

The Contractor shall conduct technical analyses to develop and maintain a DISA IT Enterprise Knowledge Management capability.

6.3.1 In accordance with DoD, DISA, and DISA CIO directives and instructions, develop, capture, test and validate Knowledge Management requirements (using Borland Calibre or equivalent).

6.3.2 Plan, design, develop, test, and validate enhancements to existing and non-existing intranet sites using industry best standards and practices (e.g. Content Management, Web Development, Configuration Management (CM), and Web Hosting).

6.3.3 Plan, design, develop, test, validate, and transition (to Ops) enhancements to production and legacy collaborative technologies and interfaces.

6.3.4 Plan, design, develop, and implement strategic and capability marketing materials using industry best standards and practices that support and further enable the Agency’s KM Mission.

6.3.5 As directed by Government, conduct technical and feasibility analyses to identify what KM best practices, policies, tools, applications and procedures should be retained and proposed for potential Agency adoption.

6.3.6 Configure and design a Business Collaboration Platform and framework to support the expansion of Microsoft SharePoint 2010 to include planning, development, testing, validation, and transition (to Ops) of customized applications using Enterprise SharePoint configuration options.

6.3.7 In accordance with DoD Directive 5015.2, serve as the Records Management Expert for the Agency.

6.3.8 In accordance with DoD Directive 5400.11, serve as the Privacy Expert for the Agency. The Contractor shall plan, design, and develop marketing materials and respond to data breaches.

6.3.9 In accordance with Presidential Directive, M10-06 serves as the Enterprise Content Management Expert for the Agency.

6.3.10 As directed by the Government, conduct technical compatibility, functionality research, and evaluate KM products, tools, and services to determine the feasibility and interoperability with the existing DISA Enterprise KM architecture.

6.3.11 Provide Knowledge Management and Records Management based training services through traditional classroom and computer based delivery methods to support training and outreach activities for DISA’s collaborative capabilities, content management solutions, and business intelligence capabilities.

6.3.12 Recommend policies, procedures, methodologies, and tools to be used for DISA’s Knowledge Management objectives.

6.3.13 Perform configuration management activities in accordance with DISA configuration management policies and procedures.

6.3.14 Perform administration, application configuration, and continued operations of SharePoint 2010 and any future Enterprise content management packages that are integrated (e.g. IBM FileNet P8, IBM Records Management, HP Trim, Autonomy, etc).

6.3.15 Conduct requirements analysis, proof-of-concept development, research, and configuration of DISA’s Adoption of Enterprise Services (SharePoint 2010, its add-ons or equivalent future systems).

Place of Performance Primary Place of Performance The Contractor shall perform work in Government provided office space located in the DISA Headquarters Buildings located on Fort Meade, MD.

Alternate Place of Performance Contractor employees may be required to work at home, another approved DISA activity within the local travel area or at the Contractor's facility in cases of unforeseen conditions or contingencies (e.g., pandemic conditions, exercises, etc.). Any equipment such as laptops or phones provided to Contractor personnel shall be returned at the termination of the engagement or at another time mutually agreeable to both parties. Contracting Officer Representative (COR)/Task Order COR (TO/COR) approval is required. Contractor shall prepare all deliverables and other Task Order documentation utilizing Contractor resources. The Contractor shall continue to provide the same level of support as stated in the PWS. In the event the services are impacted, reduced, compromised, etc., the Contracting Officer may request an equitable adjustment.

Travel and Other Direct Costs Contractor travel is anticipated to support the requirements named in this Task Order. Travel shall be conducted IAW Section H.8 and H.9 of the DESS basic ID/IQ contract. Travel will be established as a Cost Reimbursable CLIN in the Task Order with an estimated amount of $5,000.00 per year. Travel for the 6-month extension of services in accordance with FAR 52.217-8 is estimated to be $2,500.00. The total travel estimated under this Task Order, inclusive of all options and extensions, is $27,500.00.

Period of Performance The period of performance for this Task Order is one-year with four (4) one-year option periods. The Task Order also includes the 6-month Extension of Services in accordance with FAR 52.217-8. The total period of period, inclusive of all options and extensions, is 66 months.

Delivery Schedule All deliverables associated with this Task Order are specified in the Deliverables Appendix (Appendix A).

Task Order Service Level Agreements and Performance Metrics All Service Level Agreements (SLAs) associated with this Task Order are specified in the Service Level Agreements Appendix (Appendix B).

Security Requirements All tasks and subtasks to be performed under this Task Order are up to and including the SECRET level and positions are IT-II for systems access. All personnel performing services under this Task Order will be designated ADP Sensitivity Level II (ADP-II), and will have a favorably completed National Agency Check (NAC), or an Interim Secret clearance prior to performance.

The Contractor will forward a Visit Authorization Letter (VAL) to the Task Order Contracting Officer Representative (TO/COR) listed at beginning of this Task Order all employees one week prior to the beginning of the Task Order period of performance and as new Contractor employees are assigned to the Task Order.

The VAR/VAL should be sent via one of two methods.

Method One:

Per direction of DISA Security and the Chief of Security for Computing Services Operations, Visit Authorization Letters (VALs) or Visit Requests (VARs) for Task Order personnel that will be working for Computing Services either on- or off-site will be forwarded via Joint Personnel Adjudication System (JPAS) to the VAR Center using the following SMO Code: DKABAA10.

For those companies submitting the VALs via JPAS, they will also provide a copy of the VALs to the Task Order CORs of the Task Order for creation of records in the Contractor Verification System (CVS) so that Common Access Cards can be obtained for the Contractors that require them.

Method Two:

For those companies that do not have the capability to send VALs via JPAS, they can send the VALs via e-mail to the Task Order CORs. Due to Privacy Act concerns, the VALs will be e-mailed as a password protected “WinZip” attachment, followed up by a second e-mail containing the password for the first e-mail.

The VAR/VAL shall be on company letterhead or pre-fabricated form and contain the following information:

· Task Order number with start and end dates

· Company point of contact (POC) and telephone number

· Government Task Order COR name and telephone number

· Complete legal name of employee(s)

· Social Security Number

· Security Clearance level, date granted, and

· Adjudication facility name, i.e. DISCO

· Type of personnel security investigation (PSI) pending or completed

· Date PSI completed DISA Security Personnel can be contacted for security related questions as follows:

For Industrial Security related issues:

Primary: Ms. Jane A. Doe, phone: (301) 225-XXX Alternate: Mr. John A. Doe, phone: (301) 225-XXXX Defense Information Systems Agency ATTN: MPS61, Industrial Security DISA HQ Complex (Command Bldg) 6910 Cooper Ave Fort Meade, MD, 20755

For Personnel Security related issues to include interim IT access requests:

Primary: Ms Jane A. Doe, phone: (301) 225-XXXX Alternate: Mr. John A. Doe, phone: (301) 225-XXXX Defense Information Systems Agency ATTN: MPS62, Personnel Security DISA HQ Complex (Command Bldg) 6910 Cooper Ave Fort Meade, MD, 20755

Contractor personnel must comply with local security requirements for entry and exit control for personnel and property at the Government facility.

Contractor employees will be required to comply with all Government security regulations and requirements. Initial and periodic security training and briefings will be provided by Government security personnel. Personnel who fail to complete the required training by the stated deadlines for completion may have their access to the DISANet revoked and/or be removed from performance on the Task Order.

The Contractor shall not divulge any information about DoD files, data processing activities or functions, user identifications, passwords, or any other knowledge that may be gained, to anyone who is not authorized to have access to such information. The Contractor shall observe and comply with the security provisions in effect at the DoD facility. Identification shall be worn and displayed as required.

DISA retains the right to request removal of Contractor personnel regardless of prior clearance or adjudication status, whose actions, while assigned to this Task Order, clearly conflict with the interest of the Government. The reason for removal will be fully documented in writing by the Contracting Officer (CO). When and if such removal occurs, the Contractor shall, within 15 working days, fill the vacancy with equally or more qualified personnel than the individual dismissed.

The Privacy Act of 1974 applies. The Contractor may be required to have access to highly sensitive and proprietary information for the performance of this Task Order. The Contractor will not divulge any information about data processing activities or functions, or any other knowledge that may be gained, to anyone who is not authorized to have access to such information. The Contractor will observe and comply with the security provisions in effect at computer centers. Any required identification badges will be worn and displayed at all times. A Department of Defense Contract Security Classification Specification, Form DD 254, must be completed. A DISA Non-Discloser Agreement (NDA) must be completed by each employee prior to commencement of work.

Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI) Access/GFE DISA will provide the Contractor access to the applicable Local Area Network(s), Personal Computer(s) necessary to accomplish the work tasked under this Task Order. The Contractor, in coordination with the Customer, will be responsible for obtaining appropriate approvals for access. Non-DISA site access requirements will be the sole responsibility of the Contractor.

GFI

A listing of GFI to be provided to the Contractor after Task Order award will be provided and maintained by the Task Monitor COR. As new GFI is made available to the Contractor, or current GFI is updated, the information will be added to the Task Order COR’s list. Other Pertinent Information or Special Considerations Identification of Potential Conflicts of Interest (COI).

The Contractor(s) providing support on this Task Order may be assisting in helping the DISA CIO to establish requirements for new DISA system and/or IT capabilities. Contractor(s) must identify any actual or potential organizational Conflict of Interest (COI) and its plan to avoiding, neutralizing or mitigating such conflicts IAW Sections H.4 and H.5 of the DESS basic ID/IQ contract and DARS 52.209-9000.

Identification of Non-Disclosure Requirements.

The Contractor may have access to sensitive or proprietary information during Task Order (TO) execution. All Contractor employees are required to sign a non-disclosure agreement prior to the commencement of performance.

Inspection and Acceptance Criteria.

Task Order deliverable inspection and Acceptance Criteria procedures shall be detailed in the Quality Assurance Surveillance Plan (QASP).

Section 508 Accessibility Standards The following Section 508 Accessibility Standard(s) (Technical Standards and Functional Performance Criteria) are applicable (if box is checked) to this acquisition.

Technical Standards |_| 1194.21 - Software Applications and Operating Systems |_| 1194.22 - Web Based Intranet and Internet Information and Applications |_| 1194.23 - Telecommunications Products |_| 1194.24 - Video and Multimedia Products |_| 1194.25 - Self-Contained, Closed Products |_| 1194.26 - Desktop and Portable Computers |_| 1194.41 - Information, Documentation and Support The Technical Standards above facilitate the assurance that the maximum technical standards are provided to the Offerors. Functional Performance Criteria is the minimally acceptable standards to ensure Section 508 compliance. This block is checked to ensure that the minimally acceptable electronic and information technology (E&IT) products are proposed.

Functional Performance Criteria |_| 1194.31 - Functional Performance Criteria

DELIVERABLES

TO Item 6.2.2; 6.2.3; 6.2.5; 6.2.6; 6.3.2; 6.3.6; 6.3.11

FINAL - on or before 180 days after date of award;

UPDATES - Incorporate updates and deliver new document version; every 30 days thereafter

FINAL - on or before 270 days after date of award;

UPDATES - Incorporate updates and deliver new document version; every 30 days thereafter

TO Item 6.2.2

TO Item 6.2.1;

6.2.2;

Briefings -Hot Topics -Monthly IPR

TO Item 6.2.3

TO Item 6.3.1; 6.3.2; 6.3.3;

TO Item 6.3.5; 6.3.9; 6.3.10

Government Format Draft 90 days after TO award; final, 120 days after TO award; updated biannually

APPENDIX A – LIST OF DELIVERABLES/DELIVERABLES TABLE

Page A-4

(System Name)

% customer satisfaction

>=70% customer satisfaction

· Training events

· # of people trained

· # of FAQ’s

· # of knowledge based entries

· Post training critiques

>=80% customer satisfaction

>=80% customer satisfaction

5% decrease in cost of services

100%

(System Name)

• Receive a successful internal quality review prior to delivery in accordance with the documents and records control SOP

• Meet Government standards for grammar and spelling, and

• Be within the agreed scope and content.

• (Exception) Urgent “best-effort” request are not included

• (Exception) Cases where the document quality review was waived (in writing) by the Government >=98%

• Government review of drafts (if required) must be completed within defined timeframes.

• (Exception) Government waives (in writing) the required delivery timeframe.

• (Exception) Document that are not required to go through a review in accordance to the Document and Records Control procedure.

>=98%.

100%

(System Name)

• Project definition includes all Major milestones

• Dependent activities outside of DISA IT Enterprise scope are delivered on schedule.

• (Exception) Government waives compliance with the Project Lifecycle SOP or other formal documentation.

>=95%

100%

(System Name)

100%

APPENDIX B – SERVICE LEVEL AGREEMENTS (SLA)

Page B-6

DISA IT ENTERPRISE SUPPORT SERVICES (DESS)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract Title: DISA IT ENTERPRISE SUPPORT SERVICES

2. Task Order: Task Order 0003 - Knowledge Management

3. Purpose:

a. This plan is designed to provide an effective surveillance method to promote effective Contractor performance. The QASP provides a method for the Contracting Officer and/or Contracting Officer's Representative (COR) and Task Order COR to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to conduct quality assurance to ensure that contract standards are achieved.

b. The QASP will evaluate the performance of the Contractor in meeting the requirements as described in the DESS Knowledge Management Support Task Order. The QASP is grounded in the performance standards and, if applicable, incentives of the PWS and all other supporting documentation. The QASP includes: (1) the specific requirements from the Task Order, (2) the applicable performance metrics, (3) the applicable acceptable level of performance, (4) the surveillance methodology used to evaluate performance, (5) incentives/penalties/remedies, and (6) personnel and mechanisms responsible for performance surveillance.

The QASP is intended to accomplish the following:

· Discuss the process of performance measurement;

· Describe the incentive award plan, (if applicable);

· Establish a governance structure for monitoring performance, comparing actual performance against the performance standards, and authorizing reimbursement for earned incentives (if applicable) and,

· Identify the key performance standards and acceptable performance levels that will be used as both a measure of success and as a basis for incentive awards.

4. Work Requirements:

The Contractor’s performance shall be monitored and evaluated in accordance with the Task Order requirements.

5. Governance

a. Roles and Responsibilities

(1) Contractor

The Contractor shall perform the requirements of the Contract and each TO and provide the necessary evidence of completion metrics and measures to the Government as required.

(2) Government Contracting Officer (KO)

The KO will ensure that QASP-related processes, to include the payment of incentives and receipt of remedies as approved by the Task Order COR, are executed in conformance with the FAR, the terms of the contract, and the final approved QASP.

A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government. The KO is located at DISA, Ft. Meade, MD. The KO ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract, and safeguards the interest of the United States in the contractual relationship. The KO is responsible for (1) appointing the DISA Contracting Officer’s Representatives (COR’s), and/or Task Order COR (TO/COR) (2) reviewing the COR’s assessment of the Contractor’s performance and (3) resolving any differences that may exist between the COR’s version and the Contractor’s version. The KO will determine the appropriate course of action when performance problems occur. The KO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

(3) Government Contracting Officer’s Representative (COR)

The COR will act under KO direction to assist in the administration of the contract at the contract level, and will coordinate with TO/COR’s for each task order, as applicable.

COR – An individual designated, in writing by the KO to act as his/her authorized representative to assist in the technical administration of the contract and task orders. The source and authority for a COR is the KO. The COR reports directly to the KO concerning administration matters. Matters pertaining to the Contractor’s failure to perform will be reported directly to the KO. The duties and limitations of the COR are contained in a written letter of designation. The COR is located at DISA, Ft. Meade, MD. The COR is responsible for the overall technical administration of the contract/task orders and assures proper Government surveillance of the Contractor’s performance in accordance with the QASP. While the COR may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters outlined in the contract/task orders, he or she is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Changes that the Contractor deems may affect the contract, price, terms or conditions shall be referred to the KO for action. The COR will have primary responsibility for reviewing the surveillance schedule(s), Surveillance Activity Checklist(s) and surveillance reports submitted by the Technical Monitors (TM’s). The COR may also be responsible for making customers aware of contract requirements, investigating and validating customer complaints and ensuring the Contractor takes appropriate corrective action. The COR shall also have the overall responsibility to maintain accurate and complete documentation of all surveillance activities including minutes of any meetings and all correspondence between the Government and the Contractor. The COR must approve the Contractor’s Quality Control (QC) plan and may request changes to the plan to accommodate, processes, procedures, local SOPs and/or mission requirements. The monthly written feedback will be provided to the Contractor’s Program Manager by completing the “Performance Objectives Evaluation” (this activity may be designated to the TM).

(4) Task Order Contracting Officer Representative (TO/COR)

There may be numerous TO/COR’s. Each TM is responsible for coordinating, as may be needed, with other TO/COR’s in the same region/Field Command to ensure that the Government goal of integrated operations is supported.

Task Order Contracting Officer Representative (TO/COR). An individual designated, in writing, by the KO to assist the COR to act as his/her authorized representative for the technical administration of individual Task Orders (Task Order Level). The source and authority for a TO/COR is the KO. The TO/COR reports directly to the COR concerning administration matters. Matters pertaining to the Contractor’s failure to perform will be reported directly to the COR and/or KO. The duties and limitations of the TO/COR are contained in a written letter of designation. TO/COR’s may be appointed for each task order. The TO/COR provides detailed technical oversight of the Contractor’s performance in accordance with the QASP and reports his or her findings to the COR in a timely, complete and impartial fashion to support the COR’s technical administration activities of the overall contract. While the TO/COR may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters outlined in the contract/task orders, he or she is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract, price, terms or conditions shall be referred to the COR and KO for action. The TO/COR may provide the Contractor written feedback of the performance on the Task Orders. The TO/COR may use his/her first-hand observations of the Contractor, as well as, the observations of Government personnel and customers in this evaluation. For TO/COR’s with a period of performance that exceeds one month, the TO/COR will provide written feedback to the COR at the conclusion of the Task Order’s Period of Performance. The monthly written feedback will be provided to the Contractor’s Program Manager by completing the “Performance Objectives Evaluation,” at Appendix 1 (this activity is a COR responsibility but may be designated to the TO/COR). For TO/COR where performance is not limited solely to the DISA, Ft Meade, MD location, the Government may assign a lead TO/COR (at DISA HQ) and appoint other (local, alternate or subordinate) TO/COR’s who report to the lead. The lead TO/COR will receive input from other assigned TO/COR’s to formally approve recommended incentives to the QAEs, as applicable.

(5) Government Quality Assurance Evaluator (QAE)

a. The Government shall appoint subject matter experts (functionally, regionally, globally, etc.) to perform the "quality assurance evaluator” (QAE) duties for each Task Order where incentives are applicable. b. QAEs will have responsibility for monitoring Contractor performance supporting his/her applicable, assigned subset and applying the QASP standards and incentives to that performance. With the concurrence of the TO/COR, the QAE will recommend the amount of each QASP Incentive to be awarded. (The QAEs are aligned with the Task Order structure to ensure that Contractor performance is monitored and rewarded by Government staff that are best positioned to make the recommended incentive decisions.)

6. Methods of Surveillance:

· 100% 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.

· Random Sampling/Random Monitoring. This is usually the most appropriate method for recurring tasks. With random sampling/monitoring, services are sampled to determine if the level of performance is acceptable. Random sampling/monitoring 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/monitoring procedures.

· Periodic Inspection. This method, sometimes called “planned sampling,” consists of the evaluation of tasks selected on other than a 100 percent or random basis. It may be appropriate for tasks that occur infrequently, and where 100 percent inspection is neither required nor practicable. A predetermined plan for inspecting part of the work is established using subjective judgment and analysis of Agency resources to decide what work to inspect and how frequently to inspect it.

· 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, e.g., dining facilities, building services, customer surveys and 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.

7. Scope of Performance:

The scope of performance is specified in the Task Order PWS.

8. Performance Standards:

The performance standards are specified in Appendix B, Task Order 0003 – Service Level Agreement Table.

9. Acceptable Quality Level (AQL):

The AQLs are specified in Appendix B, Task Order 0003 – Service Level Agreement Table.

10. Oversight/Surveillance:

The Contracting Officer’s Representative (COR), Task Order Contracting Officer’s Representative (TO/COR) /Other Designee reserves the right to perform oversight and surveillance of Contractor performance at any time, but not as a disruption or impedance to Contractor performance. The Contractor shall be notified immediately (verbally if possible, but always in writing) of any discoveries requiring urgent attention/remedy/resolution. The TO/COR will monitor outstanding issues until resolution. The TO/COR shall document all notifications, discussions, transmissions on contract matters.

11. Incentives/Remedies:

The performance incentives/remedies will be specified in Appendix B, Task Order 0003 - Service Level Agreement Table at the time which this requirement is competed in the future.

SOURCE SELECTION INFORMATION - SEE FAR 2.101 & 3.104

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