Attachment 2-Draft Quality Assurance Surveillance Plan.pdf

Quality Assurance Surveillance Plan (QASP)

For the

Network Cabling Support Services (NCSS)

Information Technology (IT) Support Services Contract

Note: This is a draft QASP and the Government reserves the right to revise or change the QASP as determined by the Government to ensure quality service and deliverables over the course of the IDIQ contracts and/or task orders.

1. Introduction

1.1 This Quality Assurance Surveillance Plan (QASP) is a Government-developed and applied document whose purpose is to facilitate the use of systematic quality assurance methods. The intent is to ensure that the Contractor performs in accordance with performance metrics presented and the Government receives the quality of services/deliverables called for in the task order(s).

1.2 To fully understand the roles and responsibilities of the parties, it is important to first define the distinction in terminology between the Quality Control Plan

(QCP) and the QASP. The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth in task order(s). The Contractor develops and submits its

QCP for Government approval in compliance with the overall IDIQ and task order(s) services/deliverables. Once accepted, the Contractor uses the QCP to guide and to rigorously document the implementation of the required management and quality control actions to achieve the specified results. The

QASP provides Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and delivering the results specified.

2. Roles and Responsibilities of Government Officials

2.1 The following Government officials shall oversee and coordinate surveillance activities to assess contractor performance. Their roles and responsibilities are described as follows:

2.1.1 Contracting Officer. The Contracting Officer (CO) has overall responsibility for overseeing the contractor’s performance and is responsible for the day to day monitoring of the contractor’s performance in the areas of task order compliance, contract administration, cost control, and property control. The

CO is ultimately responsible for the final determination of the adequacy of the

Contractor’s performance.

2.1.2 Contracting Officer’s Technical Representative (COTR). The COTR is responsible for overall administration of the IDIQ and task order(s) and assures proper Government surveillance of the Contractor’s performance. The

COTR will perform centralized monitoring and surveillance of performance.

The COTR will maintain a complete quality assurance file and will be responsible for submitting an assessment, receiving and facilitating distribution of invoice payments and status reporting to the Program Manager

(PM) and CO on a monthly basis.

2.1.3 Alternate Contracting Officer’s Technical Representative (ACOTR). The

ACOTR acts in the absence of or in cooperation with the COTR.

2.1.4 Technical Task Monitors (TTMs) are responsible for monitoring, assessing, recording and reporting the Contractor’s performance on a regional or field

Office level as applicable. The TTMs will have primary responsibility for completion and submitting Quality Assurance monitoring forms to the CO and

COTR that will be used to document the evaluation of the contractor’s performance.

2.1.5 PM. The PM is responsible for facilitating and coordinating periodic program/project reviews.

3. Performance Standards

Contractor Performance Rating (Attachment A) and Performance Requirements (Attachment B) identify the performance standards that define performance rating and acceptable performance levels that will be monitored. In addition, Attachment B provides a measurement methodology or the requirements and a description of the type/frequency of monitoring that may be selected.

The Government uses these standards to determine contractor performance and will compare contractor performance to the acceptable performance levels. The COTR, as defined in the appointment letter, with the support of TTM(s) is principally responsible for quality assurance surveillance. TTM(s) responsibilities are outlined in Paragraph 2.1.5.

4. Monthly Performance Assessment

4.1 A determination of the contractor’s overall performance will be on a monthly basis, and will be used (along with other factors in FAR 17.2) to support the determination to exercise any options provided for in the task order(s) and/or

IDIQ contract.

4.2 The COTR will initiate the monthly performance evaluation through the

TTM(s) and PM utilizing a report developed by the Government and provided to the Contractor. The COTR, with the input of the TTM(s) will be responsible for completion and submission of the evaluation to the CO and

PM.

4.3 The Government will score each document and/or deliverable received as

Excellent, Acceptable or Unacceptable based on completeness, feasibility, understandability, and technical accuracy. Unacceptable ratings will require the Contractor to revise each document and/or deliverable at no additional cost to the Government.

5. Key Deliverables to be Reviewed

At a minimum, the deliverables set forth in the deliverables table of the IDIQ SOW will be revised and evaluated by the COTR. The COTR shall immediately notify the PM and CO as appropriate, if concerns or problems are identified with the performance/deliverable.

The COTR/TTMs will, in addition to providing documentation to the CO, maintain a complete

Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, surveillance checklists, and any actions related to the Government’s performance. All such records will be retained for the life of the task order and forwarded to the CO upon IDIQ and task order completion.

6. Methods of Surveillance

The COTR, with the assistance from the ACOTR/TTMs and CO, will be responsible for monitoring the contractor’s performance in meeting performance standards. Any or all of the surveillance methods listed below may be used in the administration of this QASP:

Periodic Inspection: This method uses a comprehensive evaluation of selected outputs such as periodic reports.

100% Inspection: The Government may use 100% inspection on deliverables such as reports or for a service/task(s) where performance is critical and/or has fallen significantly below the acceptable quality level. This method may be used if/as determined by the Government to be appropriate.

Random Inspection: This method randomly selects tasks, outputs, performance location or deliverables for review and evaluation. The generated information is reviewed and the results recorded in the file.

Customer Feedback: This method uses available electronic distribution (e.g. Email), personal contact, telephone contact and other collection tools to document customer satisfaction.

7. Surveillance Documentation

7.1 The Contractor’s Performance Rating (Attachment A) will be used to document the monitoring of the contractor’s performance. Performance evaluations will encompass those elements provided for in the performance requirements summary. The performance rating document will be submitted by the COTR to the CO and PM monthly. Specific performance issues will be immediately brought to the attention of the CO and PM when identified.

7.2 Acceptable Performance

The Government will document positive performance and may use any report as part of the supporting documentation for the annual evaluation.

7.3 Unacceptable Performance

7.3.1 The COTR/TTM will inform the Contractor’s PM and/or onsite representative when performance/deliverables are unacceptable and why, and request the representative’s initials and date on the surveillance form. By initialing and dating the form, the contractor’s on-site representative acknowledges notification of the unacceptable performance/deliverable. The representative is not necessarily agreeing that the performance is unacceptable. If the contractor wants to dispute or discuss the results of the evaluation, the

COTR/TTM will refer them to the CO to resolve the issue.

7.3.2 COTR/TTM will refer them to the CO to resolve the issue.

8.4 The COTR/TTMs will, in addition to providing documentation to the CO, maintain a complete Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, surveillance checklists, and any actions related to the Government’s performance. All such records will be retained for the life of the task order and forwarded to the

CO upon IDIQ and task order completion.

Contractor Performance Rating

Attachment A

Rating Guidelines

This attachment provides rating guidelines to assist in the evaluation of the performance/deliverables. The following acts as guidance in making Excellent, Acceptable or

Unacceptable evaluation(s).

EXCELLENT ACCEPTABLE UNACCEPTABLE

Timeliness of Performance

Timeliness of Performance Timeliness of Performance

There were no delays

Delays did not impact achievement of contract requirements

Delays compromised the achievement of contract requirements despite use of internal resources

Delays required minor internal resources to ensure achievement of contract

Delays required major internal resources to ensure achievement of contract

Quality Quality Quality

There were no quality related problems

Nonconformance did not impact of contract

Nonconformance compromised the achievement of contract requirements, despite use of internal resources

Nonconformance required minor internal resources to ensure achievement of contract requirements

Nonconformance required major internal resources to ensure achievement of contract requirements

Cost Control Cost Control Cost Control

Contractor gave detailed indication of controls/limits on costs

Contractor gave adequate indication of control limits on cost

Contractor gave no indication of controls/limits on cost

Contractor rarely gave indication of controls/limits on costs

Business Conduct Business Conduct Business Conduct

Response to inquiries, technical/service/

Administrative issues were effective and responsive technical/service administrative issues were usually effective and responsive

Response to inquiries, technical/service administrative issues were not effective and responsive technical/service/administrative issues were marginally effective and responsive

Customer satisfaction Customer satisfaction Customer Satisfaction

Contractor was always perceived by end users as cooperative, responsive and effective

Contractor was usually perceived by end users as cooperative, responsive and

Customer was rarely perceived by end user as cooperative, responsive and

Attachment B

Performance Requirements

Performance Requirement Summary

Performance

Requirement

Task Order

Reference

Performance

Measure

Performance

Standard

Acceptable

Quality

Level (AQL)

Surveillance

Method

Personnel

Response and

Cooperation

To be identified at the time task order is issued.

This may also include references to contract

Key personnel responsive, and cooperative

Prompt and courteous service and critical support to the user community is maintained at acceptable levels at all times

All requests made by the

Government shall be acknowledged within 4 hours of receipt 97% of the time is considered

Excellent, 89%-

96% is

Acceptable, less than 89% is

Unacceptable

100% Inspection

Timely

Resolution

To be identified at the time task order is issued.

This may also include references to contract

TO Discrepancies corrected in a timely manner

Provide timely resolution for all problems identified

All Issues are resolved within two business days are considered

Excellent.

Problems resolved within five business days are acceptable and unresolved issues greater than one week are considered unacceptable.*

100% Inspection

Performance

Requirement

Task Order

Reference

Performance

Measure

Performance

Standard

Acceptable

Quality

Level (AQL)

Surveillance

Method

Contractor

Management

Responsiveness

To be identified at the time task order is issued.

This may also include references to contract

TTM/COTR

queries responded to timely

Provide timely responses to queries by

TTM/COTR

TTM/COTR

queries whether by phone or e-mail will be answered within

4 hours.

100% is considered

Excellent

95%-100% is deemed acceptable

Less than 95% will require a written report to the COTR explaining the delay in response.

Status Report To be identified at the time task order is issued.

This may also include references to contract

Technical

Accuracy, Clarity, and

Completeness

The report accurately addresses:

• All services provided and all events and deliverables completed during the reporting period.

• All on-going activities/tasks for the upcoming reporting period.

• All problem areas and actions planned or recommended solutions for alleviating the problem.

Status report

Identifies 98% of the on-going activities/tasks

Report approved as submitted, resubmissions not required.

Performance

Requirement

Task Order

Reference

Performance

Measure

Performance

Standard

Acceptable

Quality

Level (AQL)

Surveillance

Method

Customer

Satisfaction

To be identified at the time task order is issued.

This may also include references to contract

Response to customers are handled with courtesy and professionalism

Less than 2 customer complaints per month

100% of all areas receiving services are without customer complaints for the reporting period is considered excellent; 90-99

% of all areas receiving services are without customer complaints for the reporting period; Less than

89% of all areas receiving services are without customer complaints is unacceptable.

Customer

Feedback

Process

Compliance

To be identified at the time task order is issued.

This may also include references to contract

Ensure compliance of

Government developed and provided processes

Processes followed with no impact to overall cost and schedule resulting from non-compliance

Processes are followed 98% of the time are acceptable.

Processes being followed less than 95% of the time is unacceptable

100% Inspection

Professional and

Ethical Conduct

To be identified at the time task order is issued.

This may also include references to contract

Meetings, interaction, verbal and written correspondences, as well as onsite conduct and appearance

Follow provided procedures, including but not limited to communications and escalations.

Zero letters of reprimand, grievances, or formal complaints AND one or more unsolicited letters of

Commendation is considered

Excellent. Even one letter of reprimand or formal complaint is considered unacceptable

Random

Inspection, customer

Feedback

*NON-RATED PERFORMANCE:

The Government at its' sole discretion may allow an exception from these outlined performance factors on a case by case basis due to unforeseen and/or interrelated circumstances that are beyond the control of the parties to this agreement. These exceptions may include one-time events or unique requirements. The PM will submit a written request for consideration to the

COTR documenting the reasons for this performance exception and will receive written approval/authorization from the CO.

Once the contributing factor to the exception has been accomplished Contractor performance will again be subject to the performance factors. Performance of exceptions will be subjectively evaluated by the TTM and COTR.