Final_TSS_QASP_2013_02_11.docx.pdf

PWS Enclosure (1)

Quality Assurance Surveillance Plan (QASP) for

Tactical Systems Support Services

1. PURPOSE.

This Quality Assurance Surveillance Plan (QASP) has been developed as the principal basis for assessing overall performance of the technical support for the TSS Support Service effort. This document will be used by the Government to evaluate the Contractor’s performance to assure they are timely, effective, and are delivering the services and products specified in the contract.

This QASP provides the methodology by which the Contractor's performance will be monitored and to establish performance benchmarks that ensure a quantifiable basis for measuring effectiveness. The plan is designed to limit surveillance to the minimum necessary to verify that the Contractor is satisfactorily performing services directly related to the performance requirements of the Performance Work Statement (PWS). The performance requirements are those designated with corresponding performance measures and performance standards.

Surveillance will be accomplished in accordance with the Performance Requirements Summary

(PRS).

2. GOVERNMENT SURVEILLANCE

The Contracting Officer’s Representative (COR) is identified in the PWS. COR authority will be limited to administering specific technical aspects of the contract. The PWS will identify specific guidelines and clearly detail the limits of the COR’s authority. The COR will:

a. Monitor Contractor performance in accordance with this QASP.

b. Coordinate priorities of support, resources, and associated schedules.

3. SURVEILLANCE METHODS

Surveillance of contractor performance is the method used by the Government to determine whether the contractor is effectively and efficiently complying with all terms and conditions of the contract. The COR may use the surveillance methods listed below in the administration of this QASP:

a. Inspection: A method carried out by visual examination of a product (e.g., meeting minutes data from testing, plans, procedures, reports, or documentation) or process.

b. Analysis: A method that is carried out by detailed examination to assess the application of the techniques used in order to determine if they are appropriate and effective.

c. Demonstration: A method carried out by operation of a process from start to finish or the operation of the system, or part of the system, that relies on observable functional operation.

d. Customer Feedback: A method carried out by soliciting customer/end user satisfaction of technical services performed by the contractor.

4. PERFORMANCE REQUIREMENTS SUMMARY

The performance requirements requiring Government surveillance, the performance standards, and the surveillance methods are set forth in the PRS, Attachment (1). The performance requirements correspond to paragraph 3 of the PWS. The performance measures to be used are technical accuracy, clarity, completeness, timeliness, and effectiveness. The performance standards define what is considered acceptable performance and are the benchmarks against which performance will be measured. The Acceptable Quality Level (AQL) is the maximum acceptable variation from the performance standard. The surveillance method is how performance will be checked. The COR will use the PRS to evaluate the Contractor’s performance to assure they are timely, effective, and are delivering the services and products specified in the contract.

5. PERFORMANCE REVIEWS AND EVALUATIONS

COR Responsibility: The COR will conduct monthly performance reviews and evaluations with the Contractor based upon the information obtained through the surveillance methods identified above pertaining to the performance outlined in the PRS. The following criteria will be used for performance evaluations:

EXCELLENT: Performance significantly exceeds contractual requirements to the

Government’s benefit; above the minimal acceptable level.

SATISFACTORY: Performance meets contractual requirements; minimal acceptable level.

UNSATISFACTORY: Performance does not meet contractual requirements; below minimal acceptable level.

Contractor Responsibility: The failure of the Contractor to meet the AQL set in the PRS may result in a reduction in contract payment. Reviews and evaluations will form the basis for determining compliance with performance requirements, measures, and standards. Performance reviews will be used to identify the degree of success or failure by the Contractor. Failure to perform due to Contractor delay or failure to comply with the mutually developed project schedule will be considered a failure in performance threatening the execution of the program and will result in a basis for Government consideration. The Government reserves the right to withhold payment of invoices until deficient action is completed and/or consideration is provided.

6. GOVERNMENT RESOURCES AND DEFINITIONS

The following definitions of Government Resources are applicable to this QASP:

Contracting Officer: 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 Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Contracting Officer’s Representative (COR). The COR is an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions of a contract. The COR engages in Government surveillance of the Contractor’s performance. The COR may evaluate the Contractor’s performance and document any non-compliance, but only the Contracting Officer may take action against the Contractor for unacceptable performance. The COR is not authorized to make any commitments or changes that will affect price, quality, quantity, delivery, or any other term or condition of the contract.

Performance Requirement Summary

Performance Requirement

PWS

Para

Performance Measure

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Surveillance Method

(How will you determine that success has been achieved?)

Monthly Status Report, and Monthly Financial Forecast

4.1, 4.1.1

Technical Accuracy, Clarity, and Completeness

Delivers to the COR an electronic monthly status report by the 15th of each month, in the current version of Microsoft Office® Word or Excel in use by MCTSSA. The report shall include, but is not limited to:

a. Description of services and products, events, deliverables completed during the reporting period.

b. Analysis of trouble calls for the previous month;

c. Significant issues discovered to include a description of the problem, temporary/work-around solutions tried, temporary/work-around solution of choice, recommendation to the Government for a permanent solution; d. List of current programmatic issues with recommended solutions.

d. Over the shoulder training provided to include number of personnel trained and systems involved.

The contractor shall provide a monthly financial status report that includes the following:

e. Identification of resources including hours, labor, and travel costs for completed, pending, and projected tasks, and for each task order.

f. Staffing Status report that details any projected personnel deficiencies and impact to the tasks being affected.

g. Provides forecasted cost data detailing the pending and projected expenditures in order to facilitate proper financial management of this task order.

The monthly financial forecast is due to the COR no later than the 10th of each month.

a. Identifies 95% of services, events, products, & deliverables.

b. Analyzes 95% of trouble calls;

identifies 95% of trends & root causes;

c. Identifies 95% of issues and solutions

d. Over the shoulder training is documented 95% of the time.

e. Identifies resource deficiencies and impacts 95% of the time.

f. Forecast data identify is 95% accurate.

Inspection

Performance Requirement Summary

Performance Requirement

PWS

Para

Performance Measure

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Surveillance Method

(How will you determine that success has been achieved?)

Timeliness Monthly Status Report deliver no later than 15th of each month following the reporting period.

Monthly Financial Forecast deliver no later than 10th of each month following the reporting period.

Reports are delivered 95% on time (excluding government delays).

Effectiveness The reports capture all relevant support provided and identify technical, financial and staffing problems or issues that may impact the level of support to the operating forces. The report captures all cost associated with the support provided per task.

Financial and personnel data are accurately reported and documented 100% of the time.

Analysis, Demonstration, & Customer Feedback

After Action Review

4.2 Technical

Accuracy,

a. Describes services provided, issues discovered; identifies solutions for issues.

b. Identifies resources (travel, labor, hours) used for support.

c. Delivers electronic copy in Microsoft Office® Word or Excel.

a. Identifies 95% of services provided, issues discovered;

identifies solutions for 95% of issues.

b. Identifies 95% of resources used.

c. Delivers 95% in MCTSSA version of Office or Word.

Timeliness Within (3) working days of completion of the exercise.

Delivers 95% on time.

Effectiveness Identifies user issues, costs of support for MARCORSYSCOM. The report is relevant to the exercise and systems supported, identify technical problems and provide recommendations for resolving the issues.

System issues and costs are accurately identified and documented 95% of the time.

& Customer Feedback

Census Report 4.3 Employee census report is submitted electronically to the Contracting Officer in a monthly basis. The information provided is current as of

Census report personnel information is accurate 100% of

Analysis, Demonstration, & Customer

Performance Requirement Summary

Performance Requirement

PWS

Para

Performance Measure

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Surveillance Method

(How will you determine that success has been achieved?)

the 25th of each month and is received by the Contracting Officer (KO) no later than the first day of the following month. Information is provided for each province in which work was performed:

a. The total number (prime and subcontractors at all tiers) personnel.

b. The total number (prime and subcontractors at all tiers) of U.S.

citizens.

c. Name of province in which the work was performed.

The names of all company personnel who enter and update employee data in the Synchronized Pre-deployment & Operational Tracker (SPOT) IAW DFARS 252.225-7040 or DFARS DOD class deviation 2007-O0010.

the times.

SPOT LOAs are submitted timely to effect personnel deployment 95% of the time.

Timeliness Census report is provided to the KO by the end of the following month.

Delivered 95% on time.

Effectiveness Census report is accurate and reflects support being provided and time of the services.

Report is accurate 100% of the time.

Analysis, Demonstration, & Customer Feedback

OFTSSC

Technical Support

3.1 Technical

Accuracy,

a. Provides onsite technical support to the OFTSSC (16) hours a day, (5) days a week, from 0600 to 2300, Monday through Friday, Pacific Standard Time.

Provides shift work and on-call support as required from 2300 to 0600 Monday through Friday, and 24 hours a day Saturday and Sunday.

b. Provides issue resolution, troubleshooting, assistance with system administration, system software and hardware installation, technical guidance, systems integration, engineering assessments and testing, documentation of issues, recommending solutions,

c. Assist in managing receipt, routing, resolution, and trend analysis of requests for support in accordance with

a. Provides 95% of scheduled support.

b. Provides 95% of responses in accordance with solutions documented at

OFTSSC.

c. Records 95% of support requests and resolution(s) in accordance with

OFTSSC SOP

Inspection, Demonstration and Customer

Performance Requirement Summary

Performance Requirement

PWS

Para

Performance Measure

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Surveillance Method

(How will you determine that success has been achieved?)

the OFTSSC Standard Operating Procedures (SOP).

Timeliness a. Provides issue resolution, troubleshooting, assistance with system administration, system software and hardware installation, technical guidance, systems integration, engineering assessments and testing, documentation of issues, recommending solutions, and over the shoulder training as required.

b. Use Government-provided tools/software Incident Management System to capture and catalog support requests and resolution actions.

a. Resolves 80% of Tier 1 issues within (1) work day after initial contact; 90% of Tier 2 issues within (5) work days; and 98% of Tier 3 issues within (5) work days.

b. Documents 95% of requests and responses within 12 working hours of initial contact with requester.

Effectiveness Issue resolved as a result of technical support provided. Assistance provided has an immediate positive impact on the supported unit mission.

After resolution, 90% of requesters can execute (C4) duties of their billet.

Customer Feedback

CONUS

Support;

OCONUS

Support

3.3, 3.5

Technical

a. Provides support during working hours set by the supported unit.

b. Provides issue resolution, troubleshooting, assistance with system administration, system software and hardware installation, technical guidance, systems integration, engineering assessments and testing, documentation of issues, recommending solutions,

c. Manage receipt, routing, resolution, and trend analysis of requests for support in accordance with the OFTSSC Standard Operating Procedures (SOP).

a. Provides 95% of scheduled support.

b. Provides 95% of responses in accordance with solutions documented at

OFTSSC.

c. Records 95% of support requests and resolution(s) in accordance with

OFTSSC SOP

Inspection, Demonstration, Customer

Performance Requirement Summary

Performance Requirement

PWS

Para

Performance Measure

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Surveillance Method

(How will you determine that success has been achieved?)

Timeliness a. Provides issue resolution, troubleshooting, assistance with system administration, system software and hardware installation, technical guidance, systems integration, engineering assessments and testing, documentation of issues, recommending solutions, and over the shoulder training as required.

b. Use Government-provided tools/software Incident Management System to capture and catalog support requests and resolution actions.

a. Resolves 80% of Tier 1 issues within (1) work day after initial contact; 90% of Tier 2 issues within (5) work days; and 98% of Tier 3 issues within (5) work days.

b. Documents 95% of requests and responses within 12 working hours of initial contact support provided. . Assistance provided has an immediate positive impact on the supported unit mission.

After resolution, 90% of requesters can execute (C4)

Customer Feedback

Contingency Operations Support

3.7 Technical

a. Provide support during supported unit working hours.

b. Provides issue resolution, troubleshooting, system administration, software & hardware installation, technical guidance, systems integration, engineering assessments and testing, issue documentation and solutions

c. Assist managing receipt, routing, resolution, and trend analysis of requests for support in accordance with the OFTSSC SOP.

d. Provide ready to deploy personnel on issuance of task order, for duration of period of performance or until redeployment to CONUS.

a. Provides 95% of scheduled support.

b. Provides 95% of responses in accordance with solutions documented at

OFTSSC.

c. Records 95% of support requests and resolution(s) in accordance with

OFTSSC SOP

d. Deploys 95% of personnel

Inspection, Demonstration

Performance Requirement Summary

Performance Requirement

PWS

Para

Performance Measure

Performance Standard

(What should the standards for completeness, reliability, accuracy, timeliness, quality and/or cost be?)

Acceptable Quality Level

(AQL)

(How much error will you accept?)

Surveillance Method

(How will you determine that success has been achieved?)

upon receipt of task order issuance & remain for period of performance or until redeployment.

Timeliness a. Provides issue resolution, troubleshooting, assistance with system administration, system software and hardware installation, technical guidance, systems integration, engineering assessments and testing, documentation of issues, recommending solutions, and over the shoulder training as required.

b. Use Government-provided tools/software Incident Management System to capture and catalog support requests and resolution actions.

a. Resolves 80% of Tier 1 issues within (1) work day after initial contact; 90% of Tier 2 issues within (5) work days; and 98% of Tier 3 issues within (5) work days.

b. Documents 95% of requests and responses within 12 working hours of initial contact support provided. . Assistance provided has an immediate positive impact on the supported unit mission.

After resolution, 90% of requesters can execute (C4)

Customer