J-0X__ITSS_DRAFT_QASP__Seaport_N00024-16-R-3125.pdf

J-0X: Quality Assurance Surveillance Plan (QASP)

1. INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to ensure systematic quality assurance methods are used in this performance based service task order (TO).

The contractor shall perform in accordance with the QASP performance metrics, and the Government shall receive the quality of services identified in the task order. A properly executed QASP will assist the Government in achieving the objectives of this acquisition. In addition, the results of the quality assurance surveillance will be utilized as an important factor in determining whether or not to exercise options in the

TO.

This TO provides for Information Technology Support Services (ITSS) at the Naval Surface Warfare Center, Carderock Division (NSWCCD), located in West Bethesda, MD. The resulting task order will have cost-plus-fixed-fee (CPFF) contract line item numbers (CLINs). The period of performance (PoP) for this TO is a one year base period and four one-year options. A properly executed QASP will assist the Government in achieving the overall objectives of this procurement.

2. SCOPE

The purpose of the QASP is to describe the approach taken by NSWCCD to monitor and manage the contractor’s performance to ensure the expected outcomes are achieved. The contractor is responsible for management and quality control actions to meet the terms of the TO. The QASP provides a means for evaluating whether the contractor is meeting task order standards. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the task order as long as the critical outcomes expected are being achieved. The contractor is responsible for the quality of all work performed.

The contractor measures that quality through the contractor’s own quality control plan (QCP). Quality control is work output, and therefore includes all work performed under this TO regardless of whether the work is performed by Prime contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements. This QASP does not replace the contractor’s QCP.

This QASP:

Defines the roles and responsibilities of those who will perform the monitoring.

Defines the methodologies used in surveillance of the contractor’s performance.

Describes how the surveillance will be recorded.

Identifies the performance objectives & rating definitions.

3. AUTHORITY

Authority for issuance of this QASP is provided under task order Section E – Inspection and Acceptance, which provides for inspection and acceptance of the services and documentation called for in service contracts, to be executed by the Contracting Officer or a duly authorized representative.

4. ROLES AND RESPONSIBILITIES

The following Government resources shall have responsibility for the implementation of this QASP:

Procurement Contracting Officer – The Procurement Contracting Officer (PCO) ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the task order and safeguards the interest of the United States in the contractual relationship. It is the PCO that assures the contractor receives impartial, fair and equitable treatment under the task order.

Contracting Officer’s Representative (COR) – The COR is responsible for technical administration of the TO and assures proper Government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any changes on the Government’s behalf.

Any changes the contractor deems may affect TO price, terms or conditions shall be referred to the PCO for action. The COR is responsible for the surveillance of the contractor’s performance and documentation in accordance with this QASP.

Contract Specialist – An individual assigned by the PCO to assist in the daily administration of the TO/contract. The contract specialist also provides input to the PCO and the COR as to the quality of performance for areas addressed in this QASP. The contract specialist is not empowered to make any contractual commitments or to authorize any changes on the Government’s behalf.

Government Technical Advisor(s) – The COR designates Government Technical Advisor(s) to assist in administering specific projects under the TO. The Government Technical Advisor(s) cannot, in any manner, alter the scope of the TO, make commitments or authorize any changes on the Government’s behalf.

5. METHODS OF SURVEILLANCE

The below listed methods of surveillance shall be used by the COR in the administration of this QASP.

Contractor Performance Assessment Reporting System (CPARS) – The market place for information technology, engineering, and management support services is very competitive. As such, the successful offeror has a vested interest in the Government generated CPARS evaluations under this TO. For this procurement, the Government will address product/service quality, schedule, cost control, business relations, management, and other important performance areas. As this information may affect future source selections throughout the Federal Government, and the continuation of the TO, Government CPARS assessments will be used as an additional performance oversight and communication tool in addition to the

QASP.

The methods of surveillance may include but are not limited to:

Direct Observation of performance 100% Inspection of all invoices, final deliverables and stringent requirements such as tasks required by law, safety, or security.

Periodic Inspection of performance and/or draft deliverables Customer feedback including investigation of customer complaints and satisfaction surveys

6. OTHER DOCUMENTATION

The contractor may provide a written self-assessment (based on the performance standards discussed below) to the COR 30 days prior to conclusion of the semiannual performance assessment.

7. SURVEILLANCE

Informal performance evaluations will be prepared to assess performance each month. These monthly performance assessments do not replace any other requirement for evaluating contractor performance (e.g.

CPARS).

The tables below set forth the performance ratings and performance objectives to document the results of the surveillance on a semiannual basis as well as informal reviews on a more frequent basis.

The following performance ratings will be assigned to each element and sub-element listed in Table 2 below.

Table 1: Performance Ratings

Adjectival Rating Standard

Excellent Performance exceeds requirement(s); providing a significant benefit to the Government

Very Good Performance exceeds requirements to the Government’s benefit.

Satisfactory Performance meets contractual requirements.

Marginal Performance does not meet some contractual requirements. The element being assessed reflects a problem for which the contractor has not yet implemented satisfactory corrective measures.

Unsatisfactory Performance does not meet contractual requirements and the element being assessed reflects a serious problem. Contractor’s corrective actions to date are ineffective.

Recovery is currently unlikely.

Table 2: Performance Requirements Summary Table

PWS

Performance

Area

Performance Objective

Performance Standard Acceptable Quality Level

All Develop technical documentation such as user manuals, reports, documentation, presentations, proposals, outlines, and summaries.

Documents are technically accurate, grammatically correct and meet Professional standards.

Documentation requires no more than two (2) review/comment/approval cycles, to meet acceptance.

All Overall customer satisfaction based on technical performance, schedule adherence, staffing and overall management.

100% of end users satisfied with contractor overall performance

85% of end users satisfied with contractor overall performance based on customer feedback.

N/A Monthly Status Report (MSR) IAW CDRL submitted on or before required date

Received with first pass yield 100% of the time

Received with first pass yield 95% of the time.

N/A Invoices submitted 100% of the time with required information

95% of the time with required information.

5 Helpdesk calls are responded to within acceptable limits from 0600-1800

Provide responsive and technically proficient helpdesk support from 0600-1800.

80% of calls logged in the helpdesk ticket tracking system within the 1st hour 100% of calls logged in the helpdesk ticket tracking system within 2 hours

80% of calls resolved within 8 hours (Excluding workstation drop installations)

1 Provide infrastructure installation and maintenance for the network cable plant per the time frames outlined in the Performance Standard and Acceptable Quality Level sections related to this objective.

1. Installation (with or without) activation of network drops (0 to 20 drops).

2. Installation with or without activation of network drops (21 to 50 drops).

3. Installation with or without activation of network drops (51 plus drops).

4. Network activations only (0 to 25).

5. Network activations only (26 to 50).

6. Network activations only (51 plus).

7. Deactivation of existing network drops (less than 50).

8. Deactivation of existing network drops (51 plus).

9. Patch panel and cabling installations

1. Within ten (10) days after the receipt of a change request

2. Within fifteen (15) days after the receipt of a change request

3. Within the timeframe negotiated with business unit and COR 85% of the time.

4. Within three (3) days after the receipt of a

5. Within seven (7) days after the receipt of a

6. Within the timeframe negotiated with business

7. Within five (5) days after receipt of change request

8. Within the timeframe negotiated with business

9. Within the timeframe negotiated with business

1, 2, 3, 9 Ensure networks and systems are consistently up and functioning.

Network and system interruptions / issues are addressed in a timely fashion from 0600-1800.

During the hours of 0600-1800:

80% of interruptions/issues are responded to by troubleshooting within 1 hour.

100% of interruptions/issues are responded to by troubleshooting within 2 hours.

1, 2, 3, 9 Complete assigned projects on a timely basis

95% of the time, projects will be completed within the scheduled time frame

85% of the time, projects will be completed within the scheduled time frame

1,2,3 Ensure servers, client computers, and network devices meet Cyber Security requirements

Apply vendor updates/patches as directed by Security Technical Implementation Guide (STIG) and Information Assurance Vulnerability Alerts (IAVA)

85% of the systems shall be patched according to the required timeframe given by the Navy in conjunction with the Cyber Security Branch and Information System Security Manger (ISSM) employees