QASP.pdf

NCTAMS LANT Pensacola Division - QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

Purpose: To ensure the Government has an effective and systematic method of surveillance for the services in the Performance Work Statement (PWS). The Quality Assurance Surveillance Plan (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.

1. Critical performance processes and requirements: Critical to the performance of telecommunications Operations and Maintenance (O&M) support services provide maintenance support to telecommunications voice and data circuits beyond the established demarcation sites utilizing existing copper and fiber infrastructure.

2. Performance Standards

a. Schedule - The due dates for deliverables and the actual accomplishment of the schedule will be assessed against original due dates and milestones established for the contract.

b. Deliverables – The deliverables required to be submitted will be assessed against the specifications for the deliverables detailed in the contract for the required content, quality, timeliness, and accuracy.

c. Past Performance - In addition to any schedule, deliverables, and cost aspects of performance discussed above, pursuant to FAR 42.15, the Government will assess the contractor’s record of conforming to contract requirements and to standards of good workmanship, the contractor’s adherence to contract schedules including the administrative aspects of performance, the contractor’s history of reasonable and cooperative behavior and commitment to customer satisfaction, and the contractor’s business-like concern for the interest of the customer.

3. Surveillance methods: The primary methods of surveillance used to monitor performance of this contract will include, but not be limited to, random or planned sampling, periodic inspections, customer feedback, and validated customer complaints.

4. Performance Measurement: Performance Requirements are identified in PWS QASP Matrix:

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

Incentives/Disincentives:

The Contracting Officer Representative (COR) makes an annual report on Contractor Performance Assessment Reporting System (CPARS or other annual report). The contractor’s failure to achieve satisfactory performance under the contract/task order, reflected in the COR’s annual report, may result in termination of the contract/task order 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.

Role Service Type Discription Response Period Resolution Period Performance Standard (PS) Effectiveness Level Assessment Method (AM)

OSP Response Time

Incident

Routine Service Calls: A loss of less than 20% of however can be situational depended. Respond to service on location during business hour receipt of request ticket. Resolve telephone equipment service request to the “normal operating condition”. Normal Business Hours.

Rechable 24x7.

Technical service shall be dispatched and on-site no later than 1200 hours the next business day. 96.00% resolution 99.99% Contractor metrics, spot checks

Major Incident

Rapid Action: A loss of 20% - 94% of service. Respond to service on location 24/7 within 4 hours receipt of request ticket/Call.

Resolve telephone equipment service request to the “normal operating condition”.

Normal & After Business Hours. Rechable 24x7.

4 working hours from report onsite following site POC notice 98.00% resolution 99.99% Contractor metrics, spot checks

Catastrophic Incident

Immediate Action: A loss of 95% of service. Respond to service on location 24/7 within 2 hours receipt of request ticket/Call.

Resolve telephone equipment service request to the “normal operating condition”

Normal & After Business Hours. Rechable 24x7.

2 working hours from report onsite following site POC notice 98.00% resolution 99.99% Contractor metrics, spot checks

OSP

Scheduled/Preventive Maintenance

Contractor shall perform all scheduled preventive maintenance for BellSouth owned cable infrastructure, facilities, and ancillary equipment covered under this contract in a complete and thorough manner IAW the equipment specifications, original manufacturer’s instructions, and applicable documents. Normal Business Hours

IAW OEM/Contract Guidelines 98.00% resolution 99.99% Contractor metrics, spot checks

Contract Deliverables Scheduled or Upon Request

Contract deliverables furnished as prescribed in the PWS, attachments, CDRLs, Task Orders, etc., as applicable. Per PWS Per PWS 100% inspected items

> 90% Deliverables submitted timely and without rework required

Inspection by the Contracting Officer Representative (COR)

Overall Contract Performance Scheduled

Overall contract performance of sufficient quality to earn a Satisfactory (or higher) rating in the COR’s annual report on Contractor Performance Per PWS Per PWS Annual 100%

All performance elements rated satisfactory or higher

Assessment by the COR and Customer Survey

Invoicing Scheduled Monthly invoices per contract procedures are timely and accurate. Per PWS Per PWS Monthly 100% > 98% Accuracy Review and acceptance of the invoice by the COR or assigned

Combating Trafficking in Person (CTIP)

The contractor shall NOT engage in trafficking in persons during the period of performance of the contract. Per PWS Per PWS Monthly 100% 100% Accuracy Contractor metrics, spot checks

NCTAMS LANT Pensacola Division - Quality Assurance Surveillance Plan - Performance Standards (PS) and Assessment Methods (AM) Matrix

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

The contractor's implementation of the clause at FAR 52.222-50, Combating Trafficking in Persons, will be a surveillance item. Non-compliance with the trafficking in persons requirements will be brought to the immediate attention of the contracting officer (see DFARS

PGI 222.1703).

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. 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.