Attachment 2_TSS-QASP_Final.pdf

Quality Assurance Surveillance Plan (QASP) for

Marine Corps Tactical Systems Support

12 January 2022

1. Purpose

2. Authority

3. Roles and Responsibilities

3.1 Program / Project Manager

3.2 Contracting Officer (KO)

3.3 Contracting Officer's Representative (COR)

3.4 Other Key Government Personnel

3.5 Contractor Representatives

4. Performance Requirements and Method of Surveillance

4.1 Contract Surveillance

4.2 Performance Requirements

5 Performance Standards Appendix 1 - Corrective Action Report (CAR) Appendix 2 - Customer Complaint Record (CCR) Appendix 3 - Performance Assessment Report (PAR)

Table 1: Performance Requirements Summary Table 2: Performance Requirements Summary Rating Criteria Table 3: CPARS Rating Criteria Table 4: Performance Standards

Quality Assurance Surveillance Plan (QASP)

1. Purpose This Quality Assurance Surveillance Plan (QASP) is a Government-developed document used to determine if the Contractor's performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

The Contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the Government's surveillance of the Contractor's performance to assure that it meets contract standards. It is the Government's responsibility to be objective, fair and consistent in evaluating Contractor performance.

The Government may provide a copy of the QASP to the Contractor to facilitate open communication.

In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the Contractor.

The QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

2. Authority Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provide for inspection, acceptance and documentation of the service required in the contract or order. This acceptance is to be executed by the Contracting Officer or a duly authorized representative.

3. Roles and Responsibilities The following personnel shall oversee and coordinate surveillance activities.

3.1 Program / Project Manager

The PM provides primary program oversight, nominates the COR, ensures the COR is trained before performing any COR duties and supports the COR's performance assessment activities. While the PM may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government's behalf.

Assigned PM: Dick Novak Organization or Agency: MCTSSA Telephone: (760) 725-2575 Email: Daniel.novak1@usmc.mil

3.2 Contracting Officer (KO)

The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO designates/appoints the COR. The KO shall also ensure that the Contractor receives impartial, fair, and equitable treatment under this contract. Determine and document the final assessment of the Contractor's performance in the governments past performance tracking system.

Assigned KO: Beverly Hobbs Organization or Agency: MCTSSA Telephone: (760) 725-9189 Email: beverly.hobbs@usmc.mil

3.3 Contracting Officer's Representative (COR)

The COR is responsible for providing continuous technical oversight of the Contractor's performance.

The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the Contractor's actual performance. The purpose is to ensure that the Contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting Contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government's behalf.

Assigned COR: Steve Oakley Organization or Agency: MCTSSA Telephone: (760) 725-6899 Email: steve.oakley@usmc.mil

3.4 Other Key Government Personnel

This may include performance monitors, inspectors, technical experts, or others who provide information that helps the COR monitor Contractor performance.

Assigned Liaison Officers Organization or Agency: MCTSSA:

TBD

3.5 Contractor Representatives

The following employees of the Contractor serve as the Contractor's Program Manager for this contract. (Complete this section after the contract award)

Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable>

Title: <enter title> Telephone:

<enter number> Email: <enter address>

4. Performance Requirements and Method of Surveillance This section describes special requirements and provides details of various considerations for this effort.

4.1 Contract Surveillance

The goal of the QASP is to ensure that Contractor performance is effectively monitored and documented. The COR's contribution is their professional, non-adversarial relationships with the KO, PM and the Contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of Contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the Contractor is in compliance with contract requirements. The COR is responsible for a wide range of surveillance requirements that effectively measure and evaluate the Contractor's performance.

Additionally, this QASP is based on the premise that the Contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

4.2 Performance Requirements

Performance

Objective AQLs Calculation Method PWS

Paragraph

WSD Tier 1 Service Desk Support

Maintain Timeliness Performance Rating of “Good” or higher Maintain Quality Performance Rating of “Good” or higher

Total number of Government assessed “Good” or higher tasks per month / total number of Government assessed tasks per month.

3.4.1

Tier 2 Service Desk and Onsite Support

Maintain Timeliness Performance Rating of “Good” or higher and Maintain Quality Performance Rating of “Good” or higher

Total number of Government assessed “Good” or higher tasks per month / total number of Government assessed tasks per month.

3.4.2

AQLs Calculation Method PWS Paragraph

Monthly Systems Analysis Report

(CDRL B006)

Maintain Timeliness Performance Rating of “Good” or higher and Maintain Quality Performance Rating of “Good” or higher

Total number of Government assessed “Good” or higher rated tasks per month / total number of Government assessed tasks per month.

4.1.1.

Monthly Financial Forecast Report

(CDRL B007)

Maintain Timeliness Performance Rating of “Good” or higher and Maintain Quality Performance Rating of “Good” or higher

Total number of Monthly Financial Forecast Reports “Good” or higher rated tasks per month / total number of Monthly Financial Forecast Reports tasks per month.

4.1.2

Weekly Staffing and Census Status

(CDRL B008)

Maintain Timeliness Performance Rating of “Good” or higher Maintain Quality Performance Rating of “Good” or higher

Number Weekly Staffing and Census

Status’ delivered with “Good” rating / Number of Weekly

Staffing and Census Status’

4.1.3

Table 1: Performance Requirements Summary

The performance requirements delineated in Table 1: Performance Requirements Summary will provide the performance objectives and standards that must be met by the Contractor. These documents also detail the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance standards and AQLs define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance.

The Government performs surveillance, using this QASP, to determine the quality of the Contractor's performance as it relates to the performance element standards. The performance standards and AQLs should be used to form the foundation of the COR's inspection checklist.

The following ratings will be used to assess the Contractor’s performance in meeting the performance objectives and standards identified in the Table 1 Performance Requirements summary:

Rating

Criteria

Exceptional

Timeliness: Timeliness: 99% of the deliverables are on time.

Quality: Documents are 99% accurate and require no revisions.

Efficiency (For Performance Standards WSD Tier 1 Service Desk Support and Tier 2 Service Desk and Onsite Support): Acceptable

Quality Levels are exceed by 3% or more.

Very Good

Timeliness: 97% of the deliverables are on time.

Quality: Documents are 97% accurate and require no more than one minor revision.

Efficiency (For Performance Standards WSD Tier 1 Service Desk Support and Tier 2 Service Desk and Onsite Support): Acceptable Quality Levels are exceed by 1% or more.

Good

Timeliness: 95% of the deliverables are on time.

Quality: Documents are 95% accurate and require no more than two minor revisions.

Efficiency (For Performance Standards WSD Tier 1 Service Desk Support and Tier 2 Service Desk and Onsite Support): Acceptable Quality Levels are met.

Marginal

Timeliness: 90% of the deliverables are on time.

Quality: Documents are 90% accurate and require no more than one major revision.

Efficiency (For Performance Standards WSD Tier 1 Service Desk Support and Tier 2 Service Desk and Onsite Support): No more than one Performance Standard is below Acceptable Quality Levels.

Unsatisfactory

Timeliness: Less than 90% of the deliverables are on time.

Quality: Documents are less than 90% accurate and require more than two major revisions.

Efficiency (For Performance Standards WSD Tier 1 Service Desk Support and Tier 2 Service Desk and Onsite Support): More than one Performance Standard is below Acceptable Quality Levels.

Table 2: Performance Requirements Summary Rating Criteria

In the case a deliverable is rated as “Exceptional” in timeliness but “Very Good” in quality, the lower of the two ratings becomes the final rating. For WSD Tier 1 Service Desk Support and Tier 2 Service Desk and Onsite Support Performance Standards the majority or average rating will be used.

There are five surveillance methods that can be used to evaluate the Contractor’s performance:

Planned Sampling Inspection, 100 Percent Inspection, Customer Complaints, Unscheduled Inspections, and Random Sampling Inspections.

Planned Sampling Inspection consists of planned sampling at specific dates or time intervals. It may be appropriate for tasks that occur infrequently, and where 100 percent inspection or random sampling inspections is not desired.

100 Percent Inspection is an inspection method whereby all outputs are monitored. This method provides the best indication of contractor performance and the most documented basis for determining contract payment actions. However, it requires extensive COR resources, and therefore, is not practical for most service requirements. 100 percent inspection is preferred when the PWS requirement is so critical that nonperformance would pose a direct risk to the safety of personnel or property, or when the work occurs infrequently and the output population is small.

Customer Complaints is an effective surveillance tool. In times of resource constraints, the use of customer complaints provides an effective and efficient means of monitoring contractor performance.

Customers should be made aware of the minimum contractor performance requirements to be sure that customer complaints are valid indicators of actual contractor performance. The COR must investigate each customer complaint and validate the accuracy before any action will be taken.

Unscheduled Inspections consists of planned sampling at unspecified dates or time intervals. It may be appropriate for tasks that occur infrequently, and where 100 percent inspection or random sampling inspections is not desired.

Random Sampling Inspections are utilized when a service is performed relatively frequently and a statistically valid sample can be selected for audit. Random Sampling is a means of evaluation by observing or inspecting some part (a sample), but not all, of a population or lot of the contract requirements to assist the government with determining whether standards set forth in the contract have been met.

4.3 Performance Reporting

In evaluating the quality of the Contractor’s performance for Contractor Performance Assessment Reporting System (CPARS) required pursuant to DoD Federal Acquisition Regulation Supplement (DFARS) 242.1502 and Federal Acquisition Regulation (FAR) Subpart 42.15, the following performance ratings provided in FAR Subpart 42.15 must be used.

Rating Criteria

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

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the Contractor were effective.

Good Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the Contractor were satisfactory.

Marginal Performance does not meet some contractual requirements.

The contractual performance reflects a serious problem for which the Contractor has not yet identified corrective actions.

The Contractor’s proposed actions appear 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 contains serious problem(s) for which the Contractor’s corrective actions appear or were ineffective.

Table 3: CPARS Rating Criteria

In addition, the COR shall use the following performance evaluation tools.

a. Corrective Action Report (CAR) A Corrective Action Report is attached. Any performance report may become part of the supporting documentation for this contract.

b. Customer Complaint Record (CCR) A customer Complaint Record is attached. Any performance reports may become a part of the supporting documentation for this contract.

c. Performance Assessment Report (PAR)

The Government will document performance. A Performance Assessment Report is attached. Any performance reports may become a part of the supporting documentation for this contract.

5 Performance Standards

Objective

PWS

Paragraph Performance Standard Acceptable Quality Level Surveillance

Method

WSD Tier 1 Service Desk Support 3.4.1

A. Provides Tier 1 on-site technical support to the WSD 24 hours a day, 7 days a week.

B. Use government provided tools/software incident management system to capture and process support requests and incidents, and resolution actions.

C. Issue resolved as a result of technical support provided, and assistance provided has an immediate positive impact on the supported unit mission.

D. Manage receipt, routing, resolution, and trend analysis of requests for support.

A. Maintains phone Average Speed of Answer rate of 2 minutes with 85% answer rate.

B. Maintains email Average Speed of Answer rate of 30 minutes.

C. Maintains Chat Average Speed of Answer rate of 2 minutes.

D. Maintains self-help entry Average Speed of Answer rate of 30 minutes.

E. Maintains 90% successful use of knowledge base use.

F. Maintains Mean Time To Resolve (MTTR) for urgent priority issues of 12 hours of initial contact; High priority issues within two (2) days of initial contact; Medium priority issues within three (3) work days of initial contact; and Low priority issues within five (5) work days of initial contact.

G. Maintains Mean Time To Elevation (MTTE) to internal Tier 2 for urgent priority issues of thirty

(30) minutes of initial contact; High priority issues within three (3) hours of initial contact;

Medium priority issues within twelve (12) hours of initial contact; and Low priority issues within one (1) work day of initial contact.

H. Maintains Mean Time To Elevation (MTTE) to external Tier 2 for urgent priority issues of thirty

(30) minutes of initial contact; High priority issues within three (3) hours of initial contact;

Medium priority issues within twelve (12) hours of initial contact; and Low priority issues within one (1) work day of initial contact.

I. Records 95% of support requests, customer interactions, and resolution(s).

Random Inspection, Analysis, Demonstration, and Customer

Feedback

PWS

Paragraph

Performance Standard Acceptable Quality Level Surveillance Method

WSD Tier 1 Service Desk Support 3.4.1

A. Provides Tier 1 on-site technical support to the WSD 24 hours a day, 7 days a week.

B. Use government provided tools/software incident management system to capture and process support requests and incidents, and resolution actions.

C. Issue resolved as a result of technical support provided, and assistance provided has an immediate positive impact on the supported unit mission.

D. Manage receipt, routing, resolution, and trend analysis of requests for support.

A. Maintains phone Average Speed of Answer rate of 2 minutes with 85% answer rate.

B. Maintains email Average Speed of Answer rate of 30 minutes.

C. Maintains Chat Average Speed of Answer rate of 2 minutes.

D. Maintains self-help entry Average Speed of Answer rate of 30 minutes.

E. Maintains 90% successful use of knowledge base use.

F. Maintains Mean Time To Resolve (MTTR) for urgent priority issues of 12 hours of initial contact; High priority issues within two (2) days of initial contact; Medium priority issues within three (3) work days of initial contact; and Low priority issues within five (5) work days of initial contact.

G. Maintains Mean Time To Elevation (MTTE) to internal Tier 2 for urgent priority issues of thirty

(30) minutes of initial contact; High priority issues within three (3) hours of initial contact;

Medium priority issues within twelve (12) hours of initial contact; and Low priority issues within one (1) work day of initial contact.

H. Maintains Mean Time To Elevation (MTTE) to external Tier 2 for urgent priority issues of thirty

(30) minutes of initial contact; High priority issues within three (3) hours of initial contact;

Medium priority issues within twelve (12) hours of initial contact; and Low priority issues within one (1) work day of initial contact.

I. Records 95% of support requests, customer interactions, and resolution(s).

Analysis, Demonstration, PWS

Paragraph Performance Standard Acceptable Quality Level Surveillance

Method

Tier 2 Service Desk and Onsite Support

3.4.2

A. Provides Support during working hours set by the support 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, and recommended solutions

C. Manage receipt, routing, resolution, and trend analysis of requests for support.

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

A. Provides 95% of scheduled support.

B. Records 95% of support requests, customer interactions, and resolution(s).

C. Maintains Mean Time To Resolve (MTTR) for urgent priority issues of 12 hours of initial contact; High priority issues within two (2) days of initial contact; Medium priority issues within three (3) work days of initial contact; and Low priority issues within seven (5) work days of initial contact.

D. Maintains Mean Time To Elevation (MTTE) to Tier 3, for issues that cannot be resolved at Tier 2, for Urgent priority issues of 6 hours of Tier 2 escalation; High priority issues within 12 hours of Tier 2 escalation; Medium priority issues within two (2) work days of Tier 2 escalation;

and Low priority issues within three (3) work days of Tier 2 escalation.

E. Documents 95% of requests and responses within 12 working hours of initial contact with requestor.

F. The WSD Knowledge Base relevancy is maintained with 100% of articles and documents are reviewed and/or updated, as appropriate, with the previous three (3) months.

I. Provides required 95% of onsite support event documentation to government within 10 calendar days.

Analysis, Demonstration, PWS

Paragraph Performance Standard Acceptable Quality Level Surveillance

Method

Monthly Systems Analysis Report 4.1.1

Delivers to the COR an electronic monthly report by the 25th of each month, in the current version of Microsoft Office® Word or Excel used by MCTSSA.

The report shall include, but is not limited to:

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

B. Analysis of incidents encountered the previous month, including significant issues discovered, a description of the identified problem, any temporary or work-around solutions attempted, the temporary or work-around solution of choice, and the recommended permanent solution.

C. A description of on-going system issues that have yet to be corrected and one or more recommended solutions

A. Identifies 95% of services, events, products, and deliverables.

B. Analyzes 95% of trouble calls; identifies 95% of trends and root causes.

C. Identifies 95% of issues and solutions.

D. Over-the-shoulder training is documented 99% of the time.

E. Identifies resource deficiencies and impacts 99% of the time.

F. Reports are delivered 99% on time (excluding government delays).

Random Inspection, Analysis, Demonstration, PWS

Paragraph Performance Standard Acceptable Quality Level Surveillance

Method

Monthly Financial Forecast Report 4.1.2

A. The monthly financial report shall include a breakdown, by active task order, of all costs pertaining to executed, pending, and forecast labor hours, travel, materials, HOLA/COLA, and ODCs

B. Monthly financial forecast delivered no later than 10th of each month following the reporting period.

A. Forecast data is 95% accurate.

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

C. Financial and personnel data are accurately reported and documented 99% of the time.

Inspection

PWS

Paragraph Performance Standard Acceptable Quality Level Surveillance

Method

Weekly Staffing and Census Status 4.1.3

A. Due to COR by 1700 PST on Friday of each week.

B. The status of all filled positions, including primary tactical system supported, date filled, location of position, and labor category of position;

C. Current and projected personnel vacancies, including the date of (or expected date of) vacancy;

D. The status of hiring actions to fill vacancies, including a candidates list; and the operational impact to the tasks not being performed.

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

F. For non-US locations, provide the name of country and province in which the work was performed.

G. The names of all company personnel entered into Synchronized Pre-deployment and Operational Tracker (SPOT) in accordance with Defense Federal Acquisition Regulation Supplement (DFARS) 252.225-7040 or DFARS DOD class deviation 2007-O0010.

H. The names of all company personnel who enter and update employee data in

SPOT.

I. The names and statuses of all company personnel working in any geographical region that has been identified by senior offices of the Department of Defense, Department of the Navy, or the USMC as requiring regular Census Reports. The acceptable status labels may vary from region to region and should conform to the guidance/directives for each respective region.

A. Identifies 100% of personnel by name.

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

C. Staffing data are accurately reported and documented 100% of the time.

Random Inspection

Table 4: Performance Standards

Appendix 1 - Corrective Action Report (CAR)

Appendix 2 - Customer Complaint Record (CCR)

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR 2. CONTRACT NUMBER 3. TYPE OF SERVICES

4. FUNCTIONAL AREA 5. SUSPENSE DATE 6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION BUILDING NUMBER INDIVIDUAL PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 3 - Performance Assessment Report (PAR)

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER NUMBER 2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE 5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS

CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR NON-

CONCUR 12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-

CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS