QASP_Landline.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a

Government developed and applied document used to make sure the systematic quality assurance methods are used in the administration of the performance based service order. The intent is to ensure that the contractor performs in accordance with the performance metrics and the Government receives the quality of services called for in the order. A properly executed QASP will assist the Government in achieving the objectives of this procurement.

2. AUTHORITY

Authority for issuance of this QASP is provided under

Contract Section E – Inspection and Acceptance, which provides for inspections and acceptance of the services and documentation called for in service contracts, to be executed by the Contracting Officer or a duly authorized representative.

3. SCOPE

The QASP is put in place to provide Government surveillance oversight of the contractor’s efforts to assure that they are timely, effective and are delivering the results specified in the order.

The contractor’s performance on this task order will be evaluated by the Government as described below.

The first evaluation will cover the period ending nine months after date of contract award with successive evaluations being performed for each twelve-month period thereafter until the contractor completes performance under this task order. For the first period and each subsequent twelve-month period, the Government will evaluate the contractor’s performance. The evaluation will encompass all work performed by the contractor at any time during the twelve-month period but will not include cumulative information from prior reports. For each period, the Task

Order Manager (TOM) will obtain performance assessments from the various cost centers obtaining services under the contract. The TOM will provide the Contracting Officer an assessment of performance and satisfaction by the cost centers. Based on the evaluation, the Contracting Officer will assign an overall performance rating. If the

Contracting Officer assigns an "Unsatisfactory" performance rating for the period evaluated, the next option period will not be exercised.

4. GOVERNMENT RESOURCES AND RESPONSIBILITIES

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

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.

Contract Specialist– An individual assigned by the PCO to assist in the daily administration of the contract. The

Specialist also provides input to the PCO and the TOM as to the quality of performance for areas addressed in this

QASP.

Task Order Manager –The TOM is responsible for technical administration of the contract and assures proper Government surveillance of the contractor’s performance. The TOM is not empowered to make any contractual commitments or to authorize any 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.

5. METHODS OF QA SURVEILLANCE

a. QASP - The below listed methods of surveillance shall be used by the TOM in the technical administration and the

PCO/Contract Specialist in non-technical administration of this QASP. The QASP will be the prime determinant in exercising the option.

b. Contractor Performance Assessment Report System (CPARS) –

A past performance evaluation using CPARS format will be performed at the end of each year of performance. This evaluation will be one determinant in exercising an option.

The CPARS will grade quality of product or service, schedule, cost control, business relations, and management of personnel.

6. DOCUMENTATION

Performance ratings reflecting failures to meet Acceptable

Quality Level (AQL) will not be assigned unless the

Government has notified the contractor of the quality problem, except for services, products, data deliverables and other contracted actions occurring at the end of a rating period (base period or option period, if exercised) thereby allowing no practical time for such notification before determination of a rating.

The Government will notify the contractor, verbally or in writing, whenever performance fails to meet the AQL; if the failure to meet the AQL is of a severity to warrant a possible Unsatisfactory rating, the Government will notify the contractor of that possibility in writing. The contractor shall take appropriate steps to bring performance back to AQL standards, if time permits before the end of the rating period.

If the contractor disagrees with the Government notification that AQL was not met, the contractor shall respond in writing why the contractor believes AQL was met or what mitigating circumstance(s) the contractor believes warrant relief from the AQL standard.

If the Government disagrees with the contractor’s reply, the final determination of whether the AQL was met will be made by the contracting officer. The contracting officer will document the determination and inform the contractor in writing.

Remedies (Prior to Overall Rating). Upon notification to the contractor that performance fails to meet AQL, the

Government may at its discretion require the contractor, at no additional charge to the Government, to:

Correct the quality deficiencies identified;

Re-perform the work at no additional cost to the

Government; or

If mission requirements preclude both (a) and (b), to return the Government all fee associated with the work not meeting AQL.

7. SURVEILLANCE

The tables below set forth the performance ratings, standards, outcome and surveillance methods to document the results of the surveillance on an annual basis as well as interim and informal reviews (i.e.IPRs) on a more frequent basis.

(a) Performance Ratings: The Government will evaluate the contractor’s performance of the Performance Work

Statement (PWS) and the Contracting Officer will assign one of the following ratings:

(1) Excellent

(2) Satisfactory

(3) Unsatisfactory

The standards associated with these ratings are given in the following Table 1.

TABLE 1: OVERALL PERFORMANCE RATINGS

Overall

Performance Rating Standard

Excellent “Excellent” ratings for all performance evaluation criteria.

Satisfactory A minimum of “Satisfactory” ratings for all performance evaluation criteria.

Unsatisfactory A rating of “Unsatisfactory” for one or more performance evaluation criteria.

TABLE 2: OBJECTIVES

Assessment

Period

Acceptable

Performance

Definition

How Measured Outcome

Base:

All measurement areas rated at least

"Satisfactory".

After the first nine months using the QASP evaluation ratings;

annually using the CPARS system covering the previous 12 months.

(+) Meet the acceptable performance definition as a condition for exercise of option 1.*

(-) Does not meet the acceptable performance definition as a condition for exercise of an option 1.*

Option I:

least

"Satisfactory".

Annually using the QASP evaluation ratings;

annually using the CPARS system covering the previous 12 months.

(+) Meet the acceptable performance definition as a condition for exercise of an option. 2.*

(-) Does not meet the acceptable performance definition as a condition for exercise of an option. 2.*

Option II:

All measurement areas rated at least

"Satisfactory".

Annually using the QASP evaluation ratings;

annually using the CPARS system covering the previous 12 months.

(+) Meet the acceptable performance definition as a condition for exercise of an option 3.*

(-) Does not meet the acceptable performance definition as a condition for exercise of an option 3.*

Option III:

All measurement areas rated at least

"Satisfactory".

Two or more areas rated

"Excellent".

See Below.

Annually using the QASP evaluation ratings;

annually using the CPARS system covering the previous 12 months.

(+) Meet the acceptable performance definition as a condition for exercise of an option 4.*

(-) Does not meet the acceptable performance definition as a condition for exercise of an option 4.*

Option IV:

least

"Satisfactory".

Two or more areas rated

"Excellent".

See Below.

Annually using the QASP evaluation ratings;

annually using the CPARS system covering the previous 12 months.

Final CPARS ratings.

* The Government will not exercise the next option year term unless the contractor meets the acceptable performance definition.

(c) Performance Evaluation Criteria. The contractor’s performance will be evaluated using the criteria and standards provided for each objective, and identified in

Tables 3 and 4.

(d) Organization. The performance evaluation organization consists of the Contracting Officer, who will serve as the

Determining Official, and the TOM.

(e) This performance evaluation does not replace any other requirement for evaluating contractor performance that may be required by this task order such as a Contractor

Performance Assessment Reporting System (CPARS) report.

TABLE 3: TASK PERFORMANCE EVALUATION CRITERIA AND STANDARDS

CRITERION UNSATISFACTORY SATISFACTORY EXCELLENT

LOCAL PHONE

SERVICE

AVAILABLE

24 HOURS/7

DAYS WEEK

Telephone service is not available;

periodically available; no dial tone. The

Government may have to intercede to force contractor to provide full level of service. Service does not satisfy the assigned requirement.

Telephone service is available to the user at all times, regardless of location of the telephone within the command, i.e., office, conference room, lobby.

Telephone service is available to the user at all times, regardless of location of the telephone within the command, i.e., office, conference room, lobby.

All phone features, such as message waiting are fully functional at all times.

LONG

DISTANCE &

DSN SERVICE

AVAILABLE

24 HOURS/7

DAYS WEEK

Long Distance and/or DSN service is not available on demand or is periodically available. Level of service does not satisfy the assigned requirement.

Contractor did not communicate with Government to resolve potential problems to meet customer expectations for providing functioning long distance/DSN service.

Long Distance and DSN service is available to the user at all times, regardless of location of the telephone within the command, i.e., office, conference room, lobby.

Long Distance and DSN service is available to the user at all times, regardless of location of the telephone within the command, i.e., office, conference room, lobby.

Connectivity and clarify of voice is recognized as superior in quality; no background noise or interference is detectible.

DESK PHONE

STANDARD

FEATURES,

MESSAGING,

CALL ID,

SPEAKER,

ETC. ARE

ALWAYS

AVAILABLE

Desktop phone units do not have functioning features upon demand. Help

Desk is support is required to make phone unit functional and the problem persists despite attempted repairs.

Desk phone standard features are fully functional upon demand.

Any offline services are isolated occurrences and easily corrected and non-repeatable.

Desk phone standard features are fully functional upon demand without problem at any time.

ON-SITE

PERSONNEL

TECHNICAL

ASSISTANCE

IS

PERFORMED

IAW

CUSTOMER

REQUIREMENT

AND

SCHEDULE.

Fails to meet customer expectations.

Required assistance is not provided;

frequently postponed;

doesn’t solve the problem.

On-site services are provided within required schedule and meets customer expectations.

On-site services are performed in a manner that does not inconvenience the customer, meets the customer’s expectations.

TABLE 4: PERFORMANCE REQUIREMENTS SUMMARY TABLE

Task

Area

SOW

Paragrap h

Performance

Objective

Performan ce

Standard

Acceptable

Quality Level

(AQL)

Quality

Surveillance

Plan Typical

Monitoring

Methods

1.1, 2.0, 3.0, 4.1

(a) Local phone service is available to all employees all day, every day.

(a) Local phone service is available whenever phone is used, regardles

(a) Local phone service does not require constant repair and assessment in order to obtain dial

(a) Use of phone by government office for which services are provided.

s of time of day.

tone and make local calls.

Phone is available 99% of the time.

1.1, 2.0, 3.0, 4.1

(b) Long distance and DSN phone service are available to all employees all day, every day.

(b) Long distance and DSN phone service are available whenever phone is used, regardles s of time of day.

(b)Long distance and

DSN phone service does not require constant intervention by the service provider to allow for access. Long distance and

DSN are available 99% of the time.

(b) Use of phone by government office for which services are provided.

2.0 (c )

Telephone standard features are properly functioning on the desktop phone.

Messaging services are available by calling in from distance.

guidance.

(c ) Data deliverab les are delivered

IAW

establish ed due date.

(c )Data deliverables are submitted

95% on time;

Government is forewarned on data deliverable delays to allow for alternate solutions to be developed

(c) Visual observation by government office for which provided.

4.2, 4.3, 4.4

(d) On-site services are provided in accordance with

(d) On-site services are provided by

(d) On-site services are completed

95% on time based on customer

(d) Visual observation by government office for which customer schedule and requirement knowledge able personnel

, fully conversan t with telecommu nication services involving all aspects of the contract statement of work.

requirement;

Government is forewarned on issues that will cause delays or more time to resolve to allow for alternate solutions to be considered.

provided.

Service desk call log detail.