Quality Assurance Surveillance PlanV1.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

for

MUOS TELECOMMUNICATIONS

OPERATION & MAINTENANCE (O&M) SUPPORT

at

NAVY RADIO TRANSMIT FACILITY

NISCEMI, ITALY

A DEPARTMENT OF

NAVAL COMPUTER AND TELECOMMUNICATIONS STATION

SICILY, ITALY

REV: 01

DATE: 13 JANUARY 2026

p. 2 of 16

p. 2 of 16

a. INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed pursuant to the requirements of the related Performance Work Statement (PWS). The PWS specifies the level of service to be provided by the Contractor for Operations and Maintenance (O&M) support of the TELEPORT and MUOS missions for Naval Computer and Telecommunications Station (NCTS) NaplesSicily, Italy. This QASP is designed to provide standard methods for quantitative and periodic measurements and analysis that will be used to evaluate the Contractor’s performance. Furthermore, this plan sets forth procedures and guidelines that the Department of Navy will use in evaluating the technical performance of the Contractor.

B. PURPOSE OF THE QASP

1. The QASP will accomplish the following:

a. Define the roles and responsibilities of participating Government officials;

b. Describe the evaluation methods that will be employed by the Government to assess the Contractor's performance;

c. Provide copies of the quality assurance monitoring forms that will be used by the Government in documenting and evaluating the Contractor’s performance;

d. Describe the process of performance documentation.

2. As stated in the PWS, the Contractor is required to develop a Quality Control Plan (QCP), which sets forth procedures and responsibilities for producing high quality service. The Contractor has agreed to designate an employee to be responsible for ensuring that the Contractor's employees follow the QCP. The Government's Quality Assurance Surveillance Program is not a substitute for Quality Control by the Contractor. All costs associated with any rework are the responsibility of the Contractor.

3. The performance and quality of work delivered by the Contractor, including services rendered and any documentation or written material compiled, shall be subject to inspection, review, and acceptance by the Government. The Government has the right to inspect and test all services called for by this contract to the extent practicable at all times and places during the term of provision of the services, including during the contractor’s operations and after the completion of tasks.

C. ROLES AND RESPONSIBILITIES OF PARTICIPATING GOVERNMENT OFFICIALS

The following Government officials will participate in assessing the quality of the Contractor’s performance. Their roles and responsibilities are described as follows:

1. The Contracting Officer’s Representative (COR) and Quality Assurance Inspector (QAI) are normally on-site Government personnel who act as technical representatives of the Contracting Officer (KO) and they are responsible for monitoring, assessing, recording, and reporting on the technical performance of the Contractor on a routine basis. The COR will have primary responsibility for completing Quality Assurance Monitoring Forms, which he or she will use to document his or her inspection and evaluation of the Contractor’s work performance. It is extremely important for the COR/QAI to establish and maintain a congenial line of communication with the Contractor’s on-site representative and the staff because of the regularly scheduled contact and random inspections that are necessary in performing monitoring functions. The COR/QAI, KO, and Contractor’s on-site representative(s) must work together as a team to ensure that required work is accomplished in an efficient and proper manner. There should be no hesitation to call special meetings to discuss and resolve both routine and/or serious problems. Routine problems should be discussed as soon as discovered and resolved at regularly scheduled meetings in an effort to avert more serious problems.

2. The COR has overall responsibility for overseeing the Contractor’s performance, including review and acceptance of deliverables on behalf of the KO. The COR will be responsible for the day-to-day monitoring of the Contractor’s performance in the areas of contract compliance, contract administration, cost control and property control; reviewing the QAI assessments of the Contractor’s performance; and resolving all differences between the COR/QAI and the Contractor. All planned additions and modifications resulting in alterations of the facility’s structure or mechanical services that affect the scope of the Contract must be approved by the KO prior to commencement.

3. The KO may call upon the expertise of other Government individuals as required. The KO’s procurement authority includes the following:

a. Final authority for any decisions that produce an increase or decrease in the scope of the contract;

b. Final authority for any actions subject to the FAR “Changes” clause;

c. Final authority for negotiation and determination of indirect rates to be applied to the contract;

d. Final authority to approve the substitution or replacement of the on-site manager and other key personnel;

e. Final authority to approve the Contractor’s invoices for payment, subject to the “Limitation of Costs” clause and the “Limitation of Funds” clause;

f. Final authority to approve the Government Furnished Equipment (GFE) and Government Furnished Materials (GFM) inventories turnover to the Contractor;

g. Final authority to monitor and enforce the Department of Navy promulgated labor requirements;

h. Final authority to administer all property-related clauses contained in the contract;

i. Authority to arrange for and supervise QA activities under the contract;

j. Final authority to approve the Contractor’s QCP, preventive maintenance program, safety plan, training plan, phase-in/phase-out plan, and all other deliverables;

k. Signatory authority for the issuance of all modifications to the contract.

D. PERFORMANCE REQUIREMENTS SUMMARY

1. The Contractor shall provide all services, functions, and tasks required to fulfill the NAVSATCOMFAC Lago Patria mission, in accordance with the PWS. This includes:

a. Managing the telecommunications operations;

b. Operating telecommunications systems and equipment;

c. Operating a Standardized Tactical Entry Point;

e. Maintaining SHF satellite systems;

f. Providing training to NCTAMS LANT customers;

g. Performing mission support functions;

h. Monitoring operation of facilities.

i. Providing operations and maintenance reports described in the PWS and applicable Technical Exhibits.

2. Most of the functions, as well as the methodology for performing them, are prescribed in Government Instructions/Plans/Manuals as referenced in the PWS. Thus, the COR/QAI must thoroughly understand the functions and Government documents that control them. The Contractor shall be required to accomplish all NAVSATCOMFAC MUOS functions IAW Government documents, where applicable, unless the Government determines that alternate proposals are more effective and beneficial to the Government. This allows the Contractor to fulfill the requirements of this Contract yet use ingenuity and current technology to submit proposals for improvements. For these reasons, it is imperative that the COR/QAI completely understand the work required and be able to determine if the Contractor is meeting the minimum standards of performance in a manner that is most favorable to the Government's interests.

E. METHODOLOGIES TO BE USED TO MONITOR THE CONTRACTOR’S PERFORMANCE

1. Even though the Government will be monitoring the Contractor’s performance on a continuous basis through its COR/QAI, the sheer volume of tasks performed by the Contractor make 100% technical inspection impractical. Accordingly, the COR/QAI will use three primary methodologies (records inspections, spot checks, and validated formal complaints) to monitor the Contractor’s performance under this contract. The use of these methodologies is described in Exhibit (A) to this QASP. The Government may apply other surveillance methods to determine Contractor compliance. The Government reserves the right to choose the inspection methods to be used in implementing its Quality Assurance program and to vary the inspection methods utilized during the work without notice to the Contractor.

2. The monitoring methods set forth in Exhibit A are the formal/documented methods for monitoring the Contractor's work. However, the COR/QAI will also have to informally monitor the work being accomplished. By observing the activities and using his or her best professional judgment, the COR/QAI must get a "sense" of the quality of the Contractor's work. If the COR/QAI have a sense that an activity is not being done correctly, then he/she should meet with the Contractor's on-site representative and express his/her concerns.

F. QUALITY ASSURANCE REPORTING FORMS

1. The COR/QAI will use two quality assurance monitoring forms (Exhibits B&C) to document and evaluate the Contractor’s performance under the contract. The two forms, when completed, will document the COR/QAI’s understanding of what the Contractor was tasked to do, what was actually performed, and the impact or consequences of the performance.

2. The COR/QAI will rate each event in accordance with the following definitions of Contractor performance:

a. Acceptable – a level of performance that meets the minimum standards of performance;

b. Unacceptable – a level of performance that fails to meet the minimum standards of performance.

3. The COR/QAI must substantiate whether he judges a task to be indicative of “unacceptable” or "acceptable" performance. This will provide the Navy, and the Contractor, with a record of the Contractor's performance. Should the Navy wish to re-compete this work in the future, this record can be used as either a positive or negative past performance history.

4. The COR/QAI will forward copies of any QA monitoring forms describing unacceptable performance to the KO and Contractor by close of business on the day the forms were prepared. The Contractor shall respond in writing to any negative or unacceptable QA monitoring forms within 5 business days after receipt of the forms, describing the reason(s) for unsatisfactory performance, the action the Contractor proposes to take to remedy the deficiencies, and the measures the Contractor plans to adopt to ensure that similar deficiencies will not reoccur in the future. Based upon the contractor’s explanations and plan to solve the problem, the Contracting Officer will determine if any further action will be taken. All costs associated with rework are the responsibility of the Contractor.

G. ANALYSIS OF SURVEILLANCE RESULTS

1. The KO will review each unacceptable QA monitoring form prepared by the COR/QAI. When appropriate, the KO may investigate an event further to determine whether all facts and circumstances surrounding the event were considered in the COR/QAI’s opinions outlined on the forms. At the KO’s discretion, he/she may discuss an event resulting in a substandard rating with the Contractor to assure that corrective action is initiated promptly.

2. At the end of each month, the COR/QAI will prepare a written report for the KO summarizing the overall results of his or her surveillance of the Contractor’s performance during the previous month. This report will become part of the formal QA documentation.

3. The COR makes an annual report on contractor performance via the Contracting Performance Assessment Reporting System (CPARS), in accordance with NAVSUPINST 4205.3E. Performance that exceeds the Acceptable Quality Levels established will be reflected in the annual report, and can result in the exercise of future options. Conversely, 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/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/task order may result in a determination not to exercise available option periods.

EXHIBIT A

A. Maintain Trunk Reliability

1. Section 3.2.2 of PWS.

2. Performance Indicator: The Contractor shall maintain the reliability of all Defense Systems Agency (DISA) trunks at a performance objective percentage of 99% IAW DISAC 310-130-2, 24 hours a day, seven days a week, 365 days each year. The Contractor shall maintain the reliability of all DISA links at a performance objective percentage of 99.5% IAW with DISAC 310-130-2, 24 hours a day, seven days a week. Non-DISA trunks and links shall be operated and maintained at the same respective levels of reliability. Trunk reliability is based upon the average of the reliability of each channel of a trunk.

3. Primary Method of Surveillance: Review the Contractor reports, order wire archives and Master Station Logs.

4. Quantity of Work Performed: Various.

5. Level of Surveillance:

Level I - All reports monthly.

Level II - All reports twice monthly.

The initial level of surveillance will be at Level I. The level of surveillance may be adjusted monthly based on the Contractor's performance. If performance during the past month was unacceptable, then Level II will be used; if performance was acceptable, then the COR will continue to use Level I.

6. Sample size: 100% of the Contractor's trunk/link reliability reports, order wire archives and Master Station Logs.

7. Sampling Procedure: The COR/QAI will review the Contractor's trunk/link reliability report for the reliability percentage(s).

8. Evaluation Procedures: The COR/QAI will also randomly choose trunks/links and calculate reliability rates by reviewing Master Station Logs to find the total time the selected trunks/links were available versus the time the selected trunks/links were not available. Scheduled outages are excluded from total available time and unavailable time. The trunk/link reliability is calculated according to the following formula:

Channel Reliability = 100 * Total Time of Period - (Scheduled + Unscheduled Outage) Total Time of Period - Scheduled Outage

Trunk/Link Reliability = Sum of Channel Reliabilities Number of Channels

The COR/QAI will ensure that trunk/link reliability rates meet the levels specified in AQLs 1 and 2, respectively, of Technical Exhibit 1 and that calculated rates match those provided by the Contractor.

9. Analysis of Results: Trunk reliability rates less than 99% are unacceptable. Link reliability rates less than 99.5% are unacceptable.

B. Configure and Activate New Links, Circuits and/or Trunks

1. Section 3.2.3 of PWS.

2. The Contractor shall configure and activate new links, circuits and/or trunks when requested by the appropriate controlling authority within 15 minutes of the required activation time, 90% of the time quarterly. There shall be no more than two formal customer complaints quarterly regarding delay in activation of link, circuit, or trunk.

3. Primary Method of Surveillance: Records inspection. Customer complaints will be used as a secondary measurement.

4. Quantity of Work Performed: Various.

5. Level of Surveillance:

Level I - Monthly

Level II - Twice monthly

The initial level of surveillance will be at Level I. The level of surveillance may be adjusted monthly based on the Contractor's performance. If performance during the past month was unacceptable, then Level II will be used; if performance was acceptable, then the COR will continue to use Level I.

6. Sample Size: 100% of activation requests since last inspection. All formal customer complaints.

7. Sampling Procedure: The COR/QAI will review the Master Station Log and record the number of times the Contractor was requested to activate a new link, circuit, or trunk and the number of times the activation was not completed within 15 minutes. The COR/QAI will continuously accept and count formal customer complaints.

8. Evaluation Procedures: The COR/QAI will compute the Activation Accomplishment Rate (AAR) each quarter as follows:

AAR = 100 * (Total Requests - Number Not Activated in 15 Minutes) Total Requests

The COR/QAI will count the number of formal complaints per quarter.

The COR/QAI will ensure that configuration/activation rates and formal customer complaint thresholds meet the levels specified in AQL 3 of Technical Exhibit 1.

9. Analysis of Results: Configuration/activation rates less than 90% as calculated in 8 above are unacceptable. More than two formal customer complaints per quarter is unacceptable.

C. Order Wire Monitoring

1. Section 3.2.6 of PWS.

2. Performance Indicator: The Contractor shall monitor all order wires and respond to entries within five minutes of receipt, 98% of the time, monthly.

3. Primary Method of Surveillance: Review of Master Station Log and inspection of order wire records.

4. Quantity of Work Performed: Continuous.

5. Level of Surveillance:

Level I - One day each month

Level II - Two days each month

The initial level of surveillance will be at Level I. The level of surveillance may be adjusted monthly based on the Contractor's performance. If performance during the past month was unacceptable, then Level II will be used; if performance was acceptable, then the COR will continue to use Level I.

6. Sample Size: 100% of the order wire entries.

7. Sampling Procedures: On a day randomly chosen by the COR/QAI, he or she will review the entries for the previous 48 hours for randomly selected order wires. The COR/QAI may select any or all order wires.

8. Evaluation Procedures: The COR/QAI will count the total number of entries in selected order wires. The COR/QAI will count the number of occurrences when the Contractor did not respond to an entry within 2 minutes. The COR/QAI will compute the response rate for each selected order wire as follows:

Response Rate = 100 * Total Entries - Entries not Meeting Two Minute Response Total Entries

The COR/QAI will ensure the response rate meets the level established in AQL 4 of Technical Exhibit 1.

9. Analysis of Results: An order wire response rate less than 98% as calculated in 8 above is unacceptable.

DA. Planned Maintenance

1. Section 3.3.1 of PWS.

2. Performance Indicator: The Contractor shall implement a planned maintenance program and maintain, as a minimum, a weekly planned maintenance system (PMS) Recorded Accomplishment Rate (RAR) of no less than 90%.

3. Primary Method of Surveillance: Review of PMS schedules, RAR reports, and spot check individual maintenance requirements.

4. Quantity of Work Performed: Approximately 1000 hours of planned maintenance quarterly.

5. Level of Surveillance:

Level I - Monthly

Level II - Twice monthly

The initial level of surveillance will be at Level I. The level of surveillance may be adjusted monthly based on the Contractor's performance. If performance during the past month was unacceptable, then Level II will be used; if performance was acceptable, then the COR will continue to use Level I.

6. Sample Size: 100% of the PMS schedules, RAR reports, and planned maintenance requirements.

7. Sampling Procedure: The COR/QAI will review maintenance schedule boards, counting maintenance requirements of periodicity every two weeks or longer, completed, deferred, lost, or partially completed, to determine the recorded accomplishment rate (RAR). The COR/QAI will conduct a minimum of 6 spot checks quarterly, of actual maintenance performance to determine the accomplishment confidence factor (ACF).

8. Evaluation Procedures: The COR/QAI will determine the RAR as follows:

RAR = Number of Checks Completed + (Number of Partial Checks/2) Number of Checks Scheduled - Number of Checks Rescheduled

ACF = Number of Satisfactory Spot Checks + (Partial Spot Checks/2) Number of Spot Checks Conducted

PPR = 100 * RAR * ACF

9.Analysis of Results: A RAR of less than 90.0% is unacceptable.

E. Corrective Maintenance

1. Section 3.3.2 of PWS.

2. Performance Indicator: The Contractor shall perform corrective maintenance on the equipment listed in applicable Technical Exhibits. Within the limits discussed below, timeliness of repairs shall be such that no loss of operational capability occurs upon failure in equipment for which redundant equipment is provided.

3. Primary Method of Surveillance: The COR/QAI will review casualty reports, situation reports, communications spot reports, Master Station Log, maintenance actions reports, equipment status boards, and supply (logistics) records maintained by the Contractor.

4. Quantity of Work Performed: Various and continuing.

5. Level of Surveillance:

Level I - Twice weekly

Level II - Daily

The initial level of surveillance will be at Level I. The level of surveillance may be adjusted monthly based on the Contractor's performance. If performance during the past week was unacceptable, then Level II will be used; if performance was acceptable, then the COR will continue to use Level I.

6. Sample Size: 100% of corrective maintenance.

7. Sampling Procedures: The COR/QAI will review the documents listed in 3 above, noting equipment deficiencies, reporting status, repair parts/assistance required to correct, status of request for parts/assistance, time of failure, and time of correction.

8. Evaluation and Analysis: Repairs for which parts are available locally or not required which take in excess of 48 hours will be considered unsatisfactory. Repairs for which parts are not available locally which are not completed within 30 days are considered unsatisfactory. CASREP equipment shall be repaired with 24 hours of receipt of parts.

F. Report Hazardous Conditions via HAZCON Reports

1. Contract Requirement: Section 3.5.3.2 of PWS.

2. Performance Indicator: The Contractor shall report HAZCONs to the satellite controllers and to the NCTS NAPLES JFTOC Watch Officer within the periodicity specified.

3. Primary Method of Surveillance: Review Master Station Logs and Order Wire Logs.

4. Quantity of Work Performed: Approximately 15 HAZCON reported yearly Level of Surveillance:

Level I – Quarterly Level II – Monthly The initial level of surveillance will be at Level I. The level of surveillance may be adjusted quarterly based on the Contractor’s performance. If performance during past quarter was unacceptable, then Level II will be used; If performance was acceptable;

then the COR will continue to use Level I.

5. Sample Size: 100% of Master Station Logs and Order Wire Logs since last review

6. Sampling Procedure: The COR/QAI will review the Master Station Logs for the time the equipment failure was logged and will review the Order Wire entries to ensure that the HAZCONs were properly identified and reported IAW DISAC 310-55-1.

7. Evaluation Procedures: The COR/QAI will review the report of the equipment failure and count the number of failures reported. The COR/QAI will then count the number of times a HAZCON was not reported within the periodicity specified. The COR/QAI will calculate the accomplishment rate with the following formula:

HAZCON Reporting Rate = 100 * Total HAZCON Reports - # not submitted properly Total number of HAZCON reports submitted

8. Analysis of Results: An accomplishment rate less than 100% is unacceptable IAW AQL number 8 of Technical Exhibit 1.

G. Report Equipment Malfunctions via Casualty Report (CASREP)

1. Section 3.5.3.3 of PWS.

2. Performance Indicator: The Contractor shall successfully submit documentation to the NAVSATCOMFAC Lago Patria OIC within 24 hours to reflect either an equipment malfunction or deficiency which cannot be corrected within 48 hours and/or reduces the station’s ability to perform either a primary or secondary mission (IAW NWP 10-1-10), or an equipment malfunction that places the station in a Hazardous Condition for greater than 48 hours. The AQL for this requirement is 99%, based on a calendar quarter.

3. Primary Method of Surveillance: The COR/QAI will review the HAZCON log and Master Station Log.

4. Quantity of Work Performed: Approximately 16 reported yearly.

5. Level of Surveillance:

Level I – Quarterly Level II – Monthly The initial level of surveillance will be at Level I. The level of surveillance may be adjusted quarterly based on the Contractor’s performance. If performance during past surveillance period was unacceptable, then Level II will be used; If performance was acceptable the COR will continue to use Level I.

6. Sample size: 100% of submitted HAZCON and CASREP reports.

7. Sampling Procedure: The COR/QAI will review the Hazardous Condition and Master Station Logs for equipment malfunctions and deficiencies that have existed for greater than 48 hours and compare with the Casualty Reporting Log.

8. Evaluation Procedures: The COR/QAI will match equipment malfunctions and deficiencies recorded from the review of the HAZCON Log to equipment recorded from the review of the CASREP Log to ensure compliance. If a discrepancy exists, the COR/QAI will ensure the NAVSATCOMFAC Lago Patria OIC has waived the reporting requirements.

Reporting Rate = 100 * Required CASREPs - Late/Not Reported CASREPs Required CASREPs

9. Analysis of Results: A reporting rate of less than 99% is unacceptable.

HB. Procure Parts/Supplies and Maintain Inventories

1. Section 3.6, and 8.2.5, and 8.2.6 of PWS.

2. Performance Indicator: The Contractor shall procure and maintain the required levels of repair parts, assemblies, modules and equipment. Inventories will be as a minimum, 98% accurate and 98% available.

3. Primary Method of Surveillance: Review inventory records, stock requisition and turn-in documents, Depot Level Repairable (DLR) and Parts Load List (PLL) supply logistics plans, and spot check equipment.

4. Quantity of Work Performed: Continuous

5. Level of Surveillance:

Level I – Every two months Level II – Monthly The initial level of surveillance will be at Level I. The level of surveillance may be adjusted monthly based on the Contractor’s performance. If performance during past month was unacceptable, then Level II will be used; If performance was acceptable; then the COR will continue to use Level I.

6. Sample size:

25 Items from DLR inventories;

25 items from PLL inventories and 25 items from repair parts inventories

7. Sampling Procedure: The COR/QAI will physically inspect 25 items from each inventory. As appropriate, he/she will also inspect the associated logistics plan/technical manual for corresponding DLRs and PLLs to determine the number of items to be held in stock. He/she will also inspect each of the three electronic/paper inventories.

8. Evaluation Procedures: For each item, the COR/QAI will determine if each item is accounted for on the corresponding paper/electronic inventory. For DLR and PLL items, the COR/QAI will determine if the number of items in the inventory matches the number of items required IAW the associated logistics plan/document. The COR/QAI will compute the supply accuracy rate for the past month’s performance as follows:

Supply Accuracy Rate = 100 * 75- N Where N = Number of items for which there is no proper accounting in the paper/electronic inventory. Each excess or shortage counts as one deficiency.

9. Analysis of Results: An accuracy rate less than 98% is unacceptable.

EXHIBIT B

QUALITY ASSURANCE MONITORING FORM

WORK TASK: ___________________________________________________

SURVEY PERIOD: ______________________________________________________

METHOD OF SURVEILLANCE: ___________________________________________

LEVEL OF SURVEILLANCE SELECTED: __________________________________

NUMBER OF ITEMS SAMPLED DURING SURVEY PERIOD: _________________

ANALYSIS OF RESULTS: _______________________________________________

EVALUATION OF CONTRACTOR'S PERFORMANCE: ______________________

NARRATIVE DISCUSSION OF CONTRACTOR'S PERFORMANCE DURING

SURVEY PERIOD: ____________________________________________________

DATE/TIME CONTRACTOR INFORMED OF RESULTS: ____________________

PREPARED BY: ________________________ DATE: _______________________

EXHIBIT C

COMPLAINT INVESTIGATION FORM

WORK TASK: ___________________________________________________

SURVEY PERIOD: ______________________________________________________

METHOD OF SURVEILLANCE: VALIDATE FORMAL COMPLAINT(S)

RECEIVED AND VALIDATED BY: ______________________________________

DATE/TIME OF COMPLAINT: ___________________________________________

NAME OF COMPLAINANT: _____________________________________________

DESCRIPTION OF COMPLAINT: _________________________________________

DATE/TIME CONTRACTOR NOTIFIED OF COMPLAINT: ___________________

RESULTS OF COR/QAI INVESTIGATION INTO COMPLAINT: _______________

ACTION TAKEN BY CONTRACTOR:_____________________________________

PREPARED BY: _________________________ DATE: _______________________