Attachment_6_DRAFT_QASP_-_IT_Service_Design_IDIQ.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

DTRA Agency-Wide Information Technology Support Services Base Contract – DTRA IT Service Design

HDTRA1-18-R-0045

1. Purpose of Contract: DTRA mission success relies on efficient and fully integrated IT services and capabilities. The contractor shall provide the full range of IT service design and support necessary to create and deliver IT systems, services and capabilities necessary to ensure the DTRA mission partners have ready access to the IT solutions needed to meet DTRA mission priorities. The overarching outcome of this objective aligns with the Strategy Outcome defined in the Information Operations Strategic Plan to “transform how the Agency utilizes information to accomplish the CWMD mission”, and Goal 1, “evolve information technology in support of CWMD mission performance”. Supporting goals 1.1 and 1.2 further emphasize the need to “understand the unique needs of the counter-WMD mission space”, and “advance information sharing, synthesis and collaboration technologies to keep pace with the needs of the CWMD mission.” The effective date of the contract is from (insert date) for a base period of five years one five-year renewable option, thus possibly extending the period of performance to (insert date).

This IDIQ level Quality Assurance Surveillance Plan (QASP) provides the bases for task order level performance monitoring and reporting.

2. Review Responsibilities: Mr. John Sheffer will be designated as the Contracting Officer's Representative (COR) for this contract. As COR, Mr. Sheffer is responsible for interfacing with the contractor in the performance of duties such as those set forth below.

3. Methods and Frequency:

3.1 Surveillance will be accomplished in several methods: random basis; weekly, monthly, quarterly and bi-annual reviews. The method used for evaluation will be based upon document reviews, reports, observation, and received customer feedback.

3.2 Timely feedback to the contractor on unacceptable performance will be provided in writing by the COR.

3.3 A summary of any performances that did not meet the terms and conditions of the contract shall be prepared by the COR and forwarded to the Contracting Officer (KO).

3.4 The surveillance report and a summary of the surveillance logs will be prepared by the COR and submitted to the KO annually. The COR may submit out-of-cycle reports to the KO to support claims of unacceptable performance or when there is a significant change in performance that alters the assessment in one or more evaluation areas.

4. Performance Areas: Since the work to be performed under this IDIQ will be performed within specific task orders, the majority of the performance evaluation will occur at the task order level and will be covered by task order level QASPs and Performance Requirements Summary (PRS) tables. The following performance areas will be evaluated as described. However, they are not all inclusive, and any service on this contract may be evaluated at any time; all services provided on this contract are subject to inspection and evaluation at any time. Specific performance areas, standards, metrics, acceptable quality levels, and frequency of assessments are shown in the attached QASP Table.

4.1 The contractor will be evaluated on timeliness of delivery of service or capabilities consistent with baseline schedules and task order milestones. This IDIQ level evaluation will represent a comprehensive review of timeliness of delivery of all active task orders. Incidents of repeated delays on a single task order, or trends of delays across multiple orders will be noted and elevated for management attention and corrective actions per paragraph 9 below.

4.2 The contractor will be evaluated on the availability and qualifications of the resources assigned to perform work on the active task orders. Incidences of manpower shortages or frequent personnel changes will be closely tracked to ensure quality and timeliness of service or capability delivery isn’t impacted. Such issues on a single order or across multiple orders will be noted and elevated for management attention and corrective actions per paragraph 9 below.

5. Evaluation Criteria: The evaluation criteria for the QASP will align with the evaluation definitions used for Contractor Performance Assessment Reporting System (CPARS) reporting.

· Exceptional: Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of element/sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor was highly effective.

· Very Good: Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element/ sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor was effective.

· Satisfactory: Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

· Marginal: Performance does not meet some contractual requirements. The contractual performance of the element/sub-element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only 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 of the element/ sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

6. Surveillance Documents: Documentation used and referenced to perform surveillances will consist of Reports, the Performance Work Statement, the Quality Control Plan, Customer Feedback, and the Surveillance Delivery Summary/Performance Surveillance Checklist. Documentation shall include the date, time, and location of the surveillance; applicable remarks to the surveillance; and signature of the COR. Unsatisfactory ratings must be signed by the contractor.

7. Rating: All contractor tasks will be rated as Exceptional, Very Good, Satisfactory, Marginal, or Unsatisfactory in the Surveillance Delivery Summary/Performance Surveillance Checklist. At the end of the contract or contract order, the KO will collect the Surveillance Delivery Summary/Performance Surveillance Checklist and any supporting documentation and provide an overall rating for each of the performance areas using the evaluation criteria in Paragraph 5 of this plan.

8. Recording Observations: The COR will observe contractor performance and document performance observations using the Performance Report template in attachment 2. This report is formatted to categorize observations consistent with the Performance Requirements Summary (PRS) areas identified in the PRS attachment to the task order Performance Work Statements. The report template is further designed to align with the CPARS rated performance areas of (1) Quality of Service, (2) Schedule, (3) Cost Control, (4) Management, (5) Regulatory, and (6) Small Business Utilization. Using this template to record observations will ensure appropriate records are available to support the CPARS preparation and review process.

The COR will provide copies of Performance Reports to the KO and the Contractor PM each month. These reports, and any discrepancy reports, will be discussed during the recurring performance review meetings between the COR and the Contractor PM.

9. Potential Unacceptable Performance: The COR will document unacceptable performance (unacceptable as defined in the PRS when performance is outside the established Acceptable Quality Level (AQL)) using the Contractor Discrepancy Report (CDR) (see template at attachment 3).

9.1 The COR shall forward the CDR to the Contractor PM for review and resolution. The COR will indicate in the CDR if a written Corrective Action Plan is required. The COR will also forward the CDR, documenting the observation and attempted solution (along with an evaluation of the results) to the KO. The CDRs and any corresponding Corrective Action Plans will be used to provide an overall rating for the performance areas identified in Paragraph 4 of this plan.

9.2 The Contractor shall complete a response to the CDR if requested by the KO or by its own choice. The Contractor shall report in the monthly status reports the status of any open Corrective Action Plans until the discrepancy has been resolved and impacts recovered.

10. Taking Action:

10.1 The COR shall evaluate the contractor's performance and document any non- compliance, but only the KO may take action against the contractor for an unacceptable rating.

10.2 When the contractor's performance is unacceptable and a formal action is indicated, the COR and KO will determine what action is appropriate for the specific circumstances. The KO will determine the final action.

11. Records: During the course of the contract, the COR retains a copy of all Performance Records and CDRs, with performance issues noted. These documents become the formal record for reference. These documents will be used to generate and support CPARS when required. At the end of the surveillance period, the COR will forward all inspection records to the KO for inclusion in the contract file.

Attachment 1: Performance Requirements Summary (PRS) Table

The measure will be calculated as follows:

(Total number of milestones within a reporting period missed) / (Total number of milestones within a reporting period) Note: these totals will be cumulative across all active task orders Performance Standard = 98% on-time delivery

On-time Delivery AQL > 95%

Incidences of recurring below AQL performance will be noted and deferred to management for review and action

Average Staff Availability Metric (Non-Key Personnel) = (Total hours accumulated within period for Non-Key Personnel) / (# of key personnel positions X available workhours in period) Metric begins after transition period AQL for Key Personnel > 95%

AQL for Non-Key Personnel > 90% Measured and reported monthly

Data will be collected from MRS and will be as of the cut-off date of the MSR for each period.

Incentives, when appropriate will be identified at the task order level.

Data will be collected from MRS and will be as of the cut-off date of the MSR for each period.

Incentives, when appropriate will be identified at the task order level.

Attachment 2: Performance Report

PERFORMANCE REPORT

1. CONTRACT NUMBER: <insert number>

2. Prepared by: (Name of COR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.

- Identify the specific PRS element observed

- Which CPARS element does this observation apply to (of (1) Quality of Service, (2) Schedule, (3) Cost Control, (4) Management, (5) Regulatory, and (6) Small Business Utilization. >

Prepared by: <Enter COR’s name>

Attachment 3: Contract Discrepancy Report (CDR)

CONTRACT DISCREPANCY REPORT (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor Task Manager or on-site representative) <insert name>

3. FROM: (Name of COR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: John M. Sheffer

Received by: