QASP-HC101321R0003-CEGR3-7.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Commercial Ethernet Gateway Regions 3-7 - CONUS

1. Contract or Task Order Title: Commercial Ethernet Gateway Regions 3-7 - CONUS

2. Purpose: This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the fol-lowing:

What will be monitored?

How monitoring will take place.

Who will conduct the monitoring?

How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contrac-tor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrol-lable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the

QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contrac-tor and Government officials implementing surveillance activities.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the COR’s performance assessment activities.

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 shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contrac-tor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical oversight of the contrac-tor’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 commit-ments or to authorize any contractual change on the Government’s behalf.

4. Primary Method of Surveillance: 100% Inspection and continuous monitoring of deliverables are two primary methods of sur-veillance that will be used on this contract.

5. Performance Standards: The following performance standards are required.

Performance Stand-ard

Acceptable Quality Level (AQL) Methods of Calculation Method of Surveil-lance

Task 1,2- Ethernet

Gateway Delivery

- Contractor estab-lishes a gateway that connects their carrier Ethernet net-work to the DISN and that fully com-plies with the DISA

CEG Design Docu-ment.

Target Level: Gateway installed and passes acceptance test not later than (NLT) 30 days after receipt of

TO from DISA or receipt of GFI

(if later than TO release). System meets all Attachment B, SCRM and IPv6 requirements

Minimum Acceptable: Gateway installed and passes acceptance test NLT 60 days after receipt of

GFI from DISA. System meets all

Attachment B, SCRM and IPv6 re-quirements

Calculations

Delivery: Number of days between

TO/GFI receipt date and NOC sub-mission date

CEG Design: Gateway Design com-plies with requirements outlined in

Attachment B

SCRM: Components comply with requirements outlined in SCRM Plan

Ipv6: Components and implementa-tion comply with NIST SP 500-267 and the corresponding declarations of conformance defined in the USGv6

Test Program.

100% Inspection

Task 1,2- Ethernet

Network/Gateway

O&M - Contractor

Gateway is reliable and available.

Complies with

MEF 6.2

Minimum Acceptable: Contrac-tor Network and Gateways must meet the following requirements

(See Attachment B paragraphs for additional information):

CEG Threshold MTU for Trunk

NNI of 4400 (2.3.1)

CEG Objective MTU for Trunk

NNI of 9000

NNI Zero Packet loss (2.5.1)

RT latency < 10ms/350miles

(2.5.2)

Meets Service Category Assured

#1 service levels (2.5.3) and which are as follows:

Frame/Packet Loss: NTE

0.00001% (1 out of 10 million frames/packets dropped) - NNI

Gateway Only

Availability: NLT 99.9% (End to

End)

Jitter: NTE 5ms

Calculations:

Gateways will be continuously moni-tored by DISA-EOC for packet loss, jitter and latency and outages/ down-time. Availability will be calculated on an annual basis i.e. fractional hours of downtime in 12-month period/8760

Continuous monitor-ing of deliverable ser-vices.

Task 1,2- Ethernet

Virtual Connec-tion (EVC) Deliv-ery – circuits are installed and opera-tional at the band-width required by the Government.

Minimum Acceptable: All cir-cuits ordered are installed and fully operational NLT 45 Days af-ter receipt of TO (or receipt of GFI if later than TO). System meets all

Attachment B, SCRM and IPv6 re-quirements.

Calculations Number of days between TO/GFI re-ceipt date and NOC submission date

100% Inspection

Performance Stand-ard

Acceptable Quality Level (AQL) Methods of Calculation Method of Surveil-lance

Task 2 -EVC Ser-vice Levels

Minimum Acceptable

EVC must meet the following re-quirements (See Attachment B paragraphs for additional infor-mation):

Access Site MTU Threshold of

4400 (2.3.2)

Access site MTU Objective of

9000 (2.3.2)

Meets Attachment B Service

Category Assured #2 service lev-els for sites ordered in Attach-ment A or subsequent TOs.

Calculations:

Each EVC will be continuously moni-tored by DISA-EOC for packet loss, jitter and latency and outages/down-time.

Availability will be calculated on an annual basis i.e. hours of downtime in

12-month period/8760

Continuous monitor-ing of deliverable ser-vices.

Task 2 Task Sub-tasks 1 and 2

Changes to VLAN

Assignments

Minimum Acceptable

VLAN changes must be completed

NLT 5 business days after service request is made

Calculations

Date that Service Request is submit-ted plus 5 business days

Review of Service Re-quests made for

VLAN changes

Task 1- SCRM – components used by Contractor meet

DISA SCRM re-quirements

Target Level: Contractor submits fully acceptable SCRM Plan NLT

30 days after contract award. Con-tractor fully complies with SCRM throughout life of contract

Minimum Acceptable: Contrac-tor submits fully acceptable

SCRM Plan NLT 90 days after contract award. Contractor fully complies with SCRM throughout life of contract

Calculations:

Days between Contract Award Date and date SCRM Plan approved by

DISA. DISA will subtract its review days from the total calculation.

100% Inspection

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 1).

Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor

Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the con-tractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 2) or upon schedule surveillance evalua-tions. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circum-stances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the KO.

When the COR determines formal written communication is required, the COR shall prepare a Corrective Action Report (CAR). The

CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 3).

The contractor shall acknowledge receipt of the CAR in writing. The CAR will specify if the contractor is required to prepare a cor-rective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee non-payment, CPARS or other actions deemed necessary by the KO.

7. Mandatory or regulatory compliance items: The contractor will provide initial proof of compliance with regulatory and com-pliance items contained in the contract. The Contracting Officer's Representative (COR) and the Contracting Officer (KO) will evalu-ate the initial submission and will conduct ad hoc reviews of the contractor's compliance throughout the remainder of the contract.

The contractor will monitor compliance as required by FAR 52.222-50, Combating Trafficking in Persons, and report any issues to the

KO.

8. Acceptable Quality Level (AQL): The AQL for this project is 100% due to the critical support provided by the Commercial

Ethernet Gateways.

9. Evaluation Method: The COR will document the time of verbal notification to the contractor. The COR will document the offi-cial time and date of notification on the Maintenance Call Record. The COR will review self-diagnostic systems logs, conduct a com-parison with actual maintenance performance and otherwise verify and validate contractor performance. The contractor shall enter in the record the official time the system is restored to full operational status. The COR will confirm the date and time of problem reso-lution in the record.

10. Performance Rating:

In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as CPAR ratings).

Performance

Rating Criteria

Exceptional

Performance meets contractual requirements and exceeds many to the govern-ment’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly ef-fective.

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.

Satisfactory

Performance meets contractual requirements. The contractual performance con-tains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal

Performance does not meet some contractual requirements. The contractual perfor-mance reflects a serious problem for which the contractor has not yet identified cor-rective 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.

Appendix 1 - 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

Appendix 2 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUM-

BER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 3 – Corrective Action Report

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 defi-ciency, 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