Attachment 7 - Network Infrastructure Installation Sample Task Order FINAL 20120403 0740.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 0007 Network Infrastructure Installation (Version 1.0) 22 March 2012

TABLE OF CONTENTS

Page i

Task Order Contracting Officer Representative’s (TO COR’s) Primary Task Order COR:

Department of Defense Activity Address Code (DODAAC):

HC1047

DISA HQ Complex (Command Bldg) 6910 Cooper Ave For Meade, MD, 20755

Alternate Task Order COR:

Department of Defense Activity Address Code (DODAAC):

HC1047

DISA HQ Complex (Command Bldg) 6910 Cooper Ave For Meade, MD, 20755

Task Order Title:

Defense Information Systems Agency (DISA) Information Technology (IT) Enterprise Support Services (DESS), Network Infrastructure Installation for Building 123, Fort Detrick, MD.

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 services 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.

DISA’s Office of the Chief Information Officer (CIO) operates and maintains the Agency’s internal Information Technology (IT) Enterprise, which provides administrative computing services to the DISA Director, the majority of Agency’s civilian, military and support contractor personnel and secure workspaces located within industry partner’s commercial facilities.

DISA’s global IT Enterprise network is comprised of the data, voice and video infrastructure that supports the mission requirements of the DISA Director, its Strategic Business Units and subordinate Directorates. The Enterprise employs over 550 physical and virtual servers on three classification levels, and uses approximately 9 principle tool suites to monitor its world-wide status. The DISA IT Enterprise provides network access to mission oriented databases and applications maintained on non-DISA networks. In total, the Enterprise supports over 8,200 DISA users worldwide. DISA is expanding its ability to support the Department’s transition to DISA-provided Enterprise Services and will require new DISA IT Enterprise network infrastructure to be installed at the new DISA support facility in Building 123, Fort Detrick, MD.

Objectives The objectives of this Task Order are to establish a new DISA IT Enterprise infrastructure capable of providing the 65 new DISA IT Enterprise users in Building 123, Ft. Detrick, with access to the full complement of IT Services provided by the DISA IT Enterprise. The users in Building 123 will require unclassified and classified access to all of the IT capabilities (i.e., Office Productivity Applications, Internet and Intranet access, Voice and Video over IP, Video Teleconference, Voice Over Secure IP (VOSIP), Information Services, Data Storage and Access to mission oriented databases, Access to applications maintained on non-DISA networks, Defense Red Switch Network (DSRN), Collaborative Services, Remote-Access and Teleworking support, Communications Security (COMSEC), and Message Services) that are available to DISA IT Enterprise end-users located in the DISA Headquarters building located on Fort Meade, MD. Specifically, the objectives of this Task Order are to:

Install new DISA IT Enterprise Network infrastructure IAW NITISSIAM TEMPEST/2-95, RED/BLACK Installation Guidance.

Achieve a security posture consistent with Information and Mission Assurance posture of the Certified and Accredited (C&A) DISA IT Enterprise.

Scope The scope of this Task Order includes DESS PWS Task Area 1 - Project Management , Task Area 5 - Cable Plant Management, and Task Area 7 - DISA IT Enterprise Solution Engineering and Deployment.

Program Management The tasks specified in this area are designed to ensure the proper planning and execution of the IT Enterprise infrastructure installation is completed IAW the Cost and Schedule specifications identified in this Task Order.

Network Infrastructure Installation and Testing The tasks specified in this area are designed to ensure the proper testing and validation of the performance specifications and Information Assurance and Mission Assurance requirements identified in this Task Order.

Post Installation Project Documentation Following the installation of the DISA IT Enterprise infrastructure, the documentation identified in Sections 6.3 will be developed and submitted to the Government.

Specific Tasks Task 1 – Project Management Perform a Site Survey of Building 123, Fort Detrick, MD, to include a technical analysis of the existing IT infrastructure.

Prepare a Bill of Materials (BOM) for the installation of the IT infrastructure required to support the 65 users that will be located in Building 123 (to include the BOM for the Protective Distribution Systems (PDS) and Cable Plant Installation IAW National Security Telecommunication & Information Systems Security Instruction (NTISSI) 7003, Protective Distribution Systems).

Develop and acquire Government final approval of, an Integrated Master Schedule (IMS), for the installation of the IT infrastructure required in Building 123.

Develop and acquire Government approval for, Weekly Activity Reports (WAR) and Monthly Status Reports (MSR) for the Building 123 project.

Task II - Unclassified and classified Network Infrastructure Installation and Testing As directed by the Government, install the DISA IT Enterprise components identified in the Government approved Fort Detrick, Building 123 BOM IAW DISA IT Site Security, the Certified Tempest Technical Authority (CTTA) and NITISSIAM TEMPEST/2-95, RED/BLACK Installation Guidance).

Install and configure all DISA IT Enterprise components identified in the Ft. Detrick, Building 123 BOM IAW DISA IT Enterprise standards and configurations (i.e., STIG’s).

Install all Building 123 required Crypto and Communications Equipment (DSU/ CSU for Data Circuit) as directed by the Node Site Coordinator (NSC) IAW NITISSIAM TEMPEST/2-95, RED/BLACK Installation Guidance.

Install all Building 123 Patch Panels, LAN, CCTV or Telephone Cable installation requirements IAW NITISSIAM TEMPEST/2-95, RED/BLACK Installation Guidance.

Install all DISA IT Enterprise components IAW National Electrical Code (NEC) 2011, American National Standard Institute (ANSI)/National Fire Protection Association (NFPA) 70.

Conduct final installation operational testing to verify and validate the proper configuration and function of all DISA IT Enterprise Components installed in Building 123.

Post Installation Project Documentation The following post installation documentation will be developed and submitted to the Government for final approval:

Building 123 Installation Completion Out-Brief, detailing an assessment of overall project performance against plan, description of project successes, all cost and schedule overruns, difficulties/challenges encountered, lessons learned, recommendations, and further actions to be taken.

Building 123 Topology and Network diagrams via the initial population of Building 123 cable plant infrastructure in the DISA IT Enterprise SITEWARE application.

Place of Performance Primary Place of Performance The primary place of performance for this Task Order is Building 123, located on Fort Detrick, MD. In order to ensure proper operation of the new infrastructure, additional work will be required from DISA supported facilities and activities to be identified at a later date.

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) and Task Order Contracting Officer Representative (TO/COR) approval is required. The contractor shall prepare all deliverables and other contract documentation utilizing contractor resources. To the extent possible, 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 Requirements 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.

Period of Performance The period of performance for this Task Order is twelve (12) months.

Task Order Deliverables 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 The work to be performed under this Task Order is up to and including the TOP SECRET level with many positions being designated as ADP-II and ADP-III for systems access. All contractor personnel performing services under this contract shall be required to have the appropriate U.S. Government security clearance and/or ADP Sensitivity Level.

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, Visit Authorization Letters (VALs) or Visit Requests (VARs) for contractor personnel that will be working for the DISA CIO, either on- or off-site, will be forwarded via Joint Personnel Adjudication System (JPAS) to the VAR Center using the following SMO Code: XXXXXX.

For those companies submitting the VALs via JPAS, they will also provide a copy of the VALs to the task monitors 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 monitors. 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 Monitor 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 DISA IT Enterprise access 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) Contractor Access 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 Listing 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 the execution of this Task Order. All contractor employees are required to sign a non-disclosure agreements 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

DESS INFRSATRUCTURE INSTALLATION TASK ORDER DELIVERABLES

POST AWARD – TASK ORDER SPECIFIC

TO Item 6.1.4

TO Item 6.2.1

TO Item 6.2.4.

TO Item 6.2.5

TO Item 6.2.6

TO Item 6.3.1

TO Item 6.3.2

All Deliverables required for performance of this Task Order shall be provided to the COR and Task Order COR(s).

APPENDIX A – LIST OF DELIVERABLES/DELIVERABLES TABLE

Page A-2

Title: DESS INFRASTRUCTURE INSTALLTION TASK ORDER SLA's

KPI #

Weight

(System Name)

• 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.

>=90%.

• 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 >=90%

• 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%

APPENDIX B – SERVICE LEVEL AGREEMENTS (SLA)

Page B-3

DISA IT ENTERPRISE SUPPORT SERVICES (DESS)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract Title: DISA IT ENTERPRISE SUPPORT SERVICES

2. Task Order: Task Order 0007 - Network Infrastructure Installation

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 Infrastructure Installation 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 (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 reviewer” (QAR) duties for each Task Order where incentives are applicable. b. QARs 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 QAR will recommend the amount of each QASP Incentive to be awarded. (QASP Incentive payments are determined and paid on a by-task paragraph basis within each Task Order. The QARs are aligned with the Task Order structure to ensure that contractor performance is monitored and rewarded by Government staff who 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 0007 – Service Level Agreement Table.

9. Acceptable Quality Level (AQL):

The AQLs are specified in Appendix B, Task Order 0007 – 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 0007 - Service Level Agreement Table at the time which this requirement is competed in the future.

SOURCE SELECTION INFORMATION - SEE FAR 2.101 & 3.104

Page C-1

Page C-4 image1.jpeg