Final_QASP_COC_Integration_Support_17_Nov-2014.pdf

17 Nov 2014

PWS Enclosure (1)

Quality Assurance Surveillance Plan (QASP) for

Combat Operations Center (COC) Integration Support

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 Combat Operations Center (COC) integration support 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 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.

Attachment (1) to PWS Enclosure (1)

Performance Requirement Summary

Performance

Requirement

PWS

Para

Performance

Measure

Performance

Standard

Acceptable

Quality Level

(AQL)

Surveillance

Method

Monthly Status

Report

4.1 Technical

Accuracy, Clarity, and

Completeness

The report accurately reflects:

• 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.

Identifies 90% of the on-going activities/tasks.

Inspection

Timeliness The report shall be delivered no later than the last calendar day of the month.

Meets delivery schedule 90% of the time (excluding government caused delays).

Effectiveness Problems avoided or reduced as a result of implementing the planned or recommended solutions.

Performance occurs with no required re-performance/rework at least 90% of the time.

Analysis, Demonstration, and

Customer

Feedback

Document

Review

3.1, 4.5

Technical

Accuracy, Clarity and

Results of document reviews are recorded in a draft Technical Report and:

• Identify content that may have an impact on systems integrations efforts.

• Articulate the nature of any integration issues as they relate to the task being addressed in the document.

Recommended solutions and/or best practices to address any identified issues.

Results are technically accurate and recorded in a

Draft Technical

Report that adheres to the established format and content requirements 90%of the time.

Inspection and

Demonstration

Timeliness The draft Technical Report is delivered to the government within ten (10) working days after receipt of document to review. The final draft is delivered to the government three (3) working days after receipt of

Government comments.

Meets schedule at least 90% of the time (excluding

Government caused delays).

and

Demonstration

Effectiveness Draft Technical Reports derived from document reviews are written in accordance with the templates provided. Report demonstrates a firm understanding of system or test technical requirements. COC integrations efforts are properly identified and diagnosed.

Performance occurs with no required re-performance/rework at least 90% of the time.

Inspection and

Customer

Performance Requirement Summary

Performance

Requirement

PWS

Para

Performance

Measure

Performance

Standard

Acceptable

Quality Level

(AQL)

Surveillance

Method

Performance of tasks directly contributes to stated objectives of the document under review.

Test Support 3.3, 4.2, 4.3, 4.4

Technical

Accuracy, Preparation of test documents (test plan, test cases/scenarios, test procedures/scripts, and test data) is relevant to the COC test to be conducted.

COC systems are setup and configured to the test environment.

Test incident reports and problem change reports are technical and accurately documented.

Test documentation is technically correct, and consistent with system or project requirements.

Test documentation is technically accurate and adheres to the established format and content requirements 90% of the time.

Demonstration

Timeliness Draft Test documentation is delivered in accordance with the established scheduled.

The final test plan, procedures, scenarios and test data draft report is delivered to the government three (3) working days after receipt of

Government comments.

Meets schedule at least 90% of the time (excluding

Government caused delays)

Demonstration

Effectiveness Draft test documentation produced demonstrates a firm understanding of systems technical requirements. Draft test documentation produced directly contributes to the execution of the test.

Performance occurs with no required re-performance/rework at least 90% of the time.

Demonstration, Inspection and

Customer

Feedback

Help Desk

Support

3.5 Technical

Accuracy, Help Desk Support demonstrates technical and analytical knowledge of the COC and contributes to trouble resolution/return to service of the supported system(s).

Solutions or workarounds are technically correct and adhere to the established format

90% of the time.

Demonstration

Timeliness Trouble calls are acknowledged and requirements identified within 12 hours of receipt. Solution or workaround is provided to requesting

Meets schedule

90% of the time.

Inspection

Demonstration

Performance Requirement Summary

Performance

Requirement

PWS

Para

Performance

Measure

Performance

Standard

Acceptable

Quality Level

(AQL)

Surveillance

Method personnel within two (2) weeks of receipt.

Effectiveness Trouble calls are correctly diagnosed and problem resolved in a timely manner and solution is provided to the

Help Desk for recording into the

Knowledge Management Database.

Performance occurs with no required re-performance/rework at least 90% of the time.

Inspection, Demonstration and Customer