N0018918R0006_ATTACHMENT_III_QASP_and_MATRIX_13DEC2017.docx

QUALITY ASSURANCE SURVEILLANCE PLAN AND MATRIX

HAMPTON ROADS TELECOMMUNICATION SERVICES CONTRACT

1.0 PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in this contract. The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract, and that the Government only pays for the acceptable level of services received. The QASP ensures that the Government has an effective and systematic method of surveillance for the services in the Performance Work Statement (PWS). The QASP will be used primarily as a tool to verify that the contractor is performing all services required by the PWS in a timely, accurate, and complete fashion.

2.0 AUTHORITY

Authority for issuance of this QASP is provided under the Federal Acquisition Regulation (FAR) 52.212-4 “CONTRACT TERMS AND CONDITIONS – COMMERCIAL ITEMS (OCT 2003), paragraph (a), which provides for inspections and acceptance of the articles, services, and documentation called for in contracts to be accomplished by the Contracting Officer or his duly authorized representative.

3.0 SCOPE

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet quality standards set forth by the contract. The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the contract nor is it intended to duplicate the Contractor’s Management Plan. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the contract.

4.0 GOVERNMENT RESOURCES

The following definitions for Government resources are applicable to this plan:

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.

Contracting Officer Representative (COR) - An individual designated in writing by the Contracting Officer to act as his authorized representative to assist in administering a contract. The source and authority for a COR is the Contracting Officer. COR limitations are contained in the written letter of appointment.

5.0 RESPONSIBILITIES

The Government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Contracting Officer Representative (COR) - The COR is responsible for technical administration of the project and assures proper Government surveillance of the Contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the Contracting Officer for action.

6.0 METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP. The Performance-Based Matrix describes the methods of surveillance that may be used to monitor the services to be provided under the contract.

· Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed and must be forwarded to the Contractor. The Contractor shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

· Random Checks/Inspections – Random checks will be conducted to ensure compliance with the performance work statement (PWS). The KO, COR or ACOR will conduct the random monitoring.

7.0 IDENTIFIED QUALITY ASSURANCE EVALUATION ITEMS

The PBSC items that have been identified for surveillance are identified in the Performance-Based Matrix.

8.0 DOCUMENTATION

The Government will maintain a combination of electronic media and hard copy Quality Assurance Surveillance files. The files shall contain such documents as copies of all receiving reports, evaluations, recommendations, and any other actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of this contract. At a minimum, the Quality Assurance Surveillance file shall contain:

· Copies of letters of appointment for the COR.

· A copy of the contract and all modifications.

· A copy of the QASP and all subsequent revisions.

· The names and titles of individuals on the contract administration team.

· A record of all accepted receiving reports/invoices, required documentation with the submission of each receiving report/invoice and reviews.

· Memoranda for the record or minutes of any formal meetings or discussions with the contractor, or others, pertaining to the contract, contractor performance or changes to the PWS.

9. INCENTIVES/DISINCENTIVES

The COR makes an annual report on Contractor Performance (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract, reflected in the COR’s annual report, may result in termination of the contract and may also result in the loss of future Government contracts/task orders. The contractor’s failure to achieve satisfactory performance under the contract may result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.

In accordance with inspection of services provisions of the contract, the contractor will be incentivized to provide quality services in a timely manner since the Government can require the Contractor, at no additional fee, to replace or correct work that fails to meet requirements. To maximize the profit earned on costs incurred, the contractor is incentivized to ensure that quality services are provided in a timely manner.

10. ANALYSIS OF CONTRACTOR PERFORMANCE

The analysis of contractor performance shall be conducted at the end of each month and serves to provide a summary of the Contractor’s performance to the Contracting Officer and the Contractor. Overall performance is important in determining whether to increase, decrease or maintain the current level of surveillance and/or whether to initiate corrective action to bring the Contractor’s work up to the standards of the specification.

Performance will be measured in accordance with the QASP Matrix.

QASP MATRIX

HAMPTON ROADS TELECOMMUNICATION SERVICES CONTRACT

Deliverable or Service Requirement

Measurement/Metric Performance Standard

Surveillance Procedures to be taken when performance standards are not met

FAR Clause 52.212-4(a) – Inspection/Acceptance

PWS Paragraph 5.1.2 Services to be provided.

Timeliness & Quality Availability of Non- Government Owned Circuits and Primary Rate Interface (PRI) Circuits.

Random check and Inspection.

FAR Clause 52.212-4(a) – Inspection/Acceptance

Timeliness Scheduled Outages: Submit written Circuit Release Request to Base Communications Officer (BCO) 21 calendar days prior to requested circuit release date.

Hazardous or Degraded Conditions Requiring Correction: Submit written emergency request, and obtain acknowledgement from (BCO) within 48 hours.

PWS Paragraph 5.5 Services to be provided.

Timeliness

Timeliness Response Time/Routine Outage Call: Undertake remote trouble shooting within 2 hours of receipt of notification. If required, perform on-site troubleshooting no later than next business day.

Response Time/Priority Outage Call: Undertake remote trouble shooting within one (1) hour of receipt of notification. If required, perform on-site troubleshooting within four (4) hours if limited to a single circuit. If entire base or command is w/out service, same day response is required.

Timeliness

Trouble Reporting: Provide 24/7 Trouble Ticket reporting telephone line

-If performance is within acceptable levels, it will be considered to be satisfactory. If not, overall performance may be considered unsatisfactory.

INCENTIVES/DISINCENTIVES:

The COR prepares an annual report on Contractor Performance (CPARS or other annual report). The Contractor’s failure to achieve satisfactory performance under the contract, reflected in the COR’s annual report, may result in termination of the contract and may also result in the loss of future Government contracts. Additionally, the Contractor’s failure to achieve satisfactory performance under the contract may also result in the non-exercise of available options.

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the Contractor. The Contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the Contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.