RRB14R0016_Attachment_F_QASP.xlsx
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- Solicitation number
- RRB14R0016
- Issued by
-
Railroad Retirement Board
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Attachment F - Quality Assurance Surveillance Plan
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Instructions RRB Hosted LMS Quality Assurance Surveillance Plan (QASP)
Purpose The proposed Quality Assurance Surveillance Plan (QASP) provides both the RRB and the successful offeror a scorecard permitting fair and equitable performance measurement over the life of the contract. While the QASP in and of itself is a direct measure of contractor deliverables and performance, it should also serve as a tool for contractor motivation and innovation. As a partner with the RRB, the successful offeror is expected to examine this plan carefully, and in its resultant offer, provide the RRB with recommended alternative approaches for maximizing performance.
The RRB also envisions periodic revisions of the QASP to ensure fairness throughout the performance of the contract. Those revisits are intended to occur within the first six (6) months of system go live, and then either semi-annually, at or before exercise of an option year, or as determined necessary by the RRB Contracting Officer. The RRB welcomes, and invites, vendor innovation and creativeness in assisting the RRB in improving the content and scope of the QASP.
Instructions For purposes of responding to this solicitation, all offerors shall complete the QASP document by proposing measures/metrics where indicated, including the following post-implementation Service Level Agreements (SLAs):
• SLAs to mandatory areas
• System/Application Availability
• Unplanned Downtime
• System Response Time: Reporting
• Security Issue Notification
• Data Restoration- Incremental and Full Backups
• Critical Issue Incident Resolution Time
• Low to Moderate Priority Issue Incident Resolution Time
• Help Desk: Incident Response Time- Phone Calls/emails
• Help Desk: Email/Web Portal Request Response Time
Offerors shall include their own implementation and post implementation agreements where they deem it appropriate. All proposed SLAs shall align with the performance requirements identified in the SOW and RRB System Requirements, Attachment F.
Performance Standard Definitions Target level- Level of service RRB is purchasing Minimum level- Bad performance and potentially harmful to the RRB
&10U.S. Railroad Retirement Board RRB14R0016 Attachment F &P of &N
Implementation RRB Hosted LMS QASP Implementation Services Measure Measure Definition Surveillance Method Performance Standard Incentive and/or Penalty Timeliness of Deliverables Deliverables submitted in accordance with the SOW deployment schedule and project schedule. If there are issues in submitting deliverables based on the negotiated schedule, alert the COR and/or PM of the reason and recommend steps to ensure the project will remain on schedule, within scope and budget. The COR and/or PM will compare the negotiated schedule to the time of deliverable submission. The COR and/or PM will grant extensions as seen fit by the RRB. 100% of deliverables are submitted on time. Deliverables are not considered late when the COR and/or PM grant an extension.
A .5% deduction shall occur against the affected implementation Task SLIN(S) if overdue deliverables impact the ability to deliver a system that meets RRB requirements or causes delays migrating the system by 30 days (one month). An additional .5% will be deducted for each additional month late.
Quality of Written Deliverables Deliverables and reports are comprehensive, sound in content and accurate, containing no more than three (3) errors. Errors include, but are not limited to, content that changes the meaning or intent of the desired message, the exclusion of important or relevant information, and numerous grammatical mistakes. The RRB will evaluate the deliverables for accuracy and quality of content and will identify variances from reported activity and actual performance and RRB specifications. Deliverables with errors and inconsistencies will be considered incomplete and returned to the contractor for correction.
A $250 deduction shall be assessed for each deliverable where deliverables/discrepancies are not remedied within 10 days of identification or by the negotiated due date.
| Quality of Implementation/ | ||
| Testing | System complies with RRB requirements. | Testing will cover all requirements. Testing will occur as needed and will include, but is not limited to: |
a) Unit Testing
b) Integration/End-to-End Testing
c) Data Conversion and Migration Testing
d) User Acceptance Testing (UAT)
e) Reporting Testing At least 90% of testing passes. Failed tests have viable work arounds.
A .5% deduction against the total value of the implementation testing shall occur if failed tests impact the ability to deliver a system that meets RRB requirements or causes delays migrating the system by 30 days (one month). An additional .5% will be deducted for each additional month late.
| Training | Employs creative communication methods and information distribution tools for the effective transfer of knowledge through comprehensive training of RRB system testers and users. | Customer survey taken within the month of training to determine effect of training on RRB user system skill level. Measurement results are based on an average of all surveys taken with a scoring scale range of 1-5. This measurement is calculated as the sum of the ratings from all surveys returned, divided by the total number of surveys returned during the reporting period. | Target customer survey calculated score is 3.5 out of 5. If the customer survey calculated score is less than 2.5 out of 5, the contractor shall provide a repeat of the training, focusing on areas that need additional instruction, at no cost. |
| Data Conversion | Data successfully migrated and validated between the old and new systems without error. | Validation reports are provided prior to go-live. Validation reports are to be provided within two (2) weeks after go-live. | 100% of data migrated is accurate and auditable in the new system. Contractor must perform corrections to meet this performance standard within budget. |
RRB14R0016 Attachment F &10&P of &N
Post-Implementation RRB LMS System QASP Post Implementation Services SLAs Measure Measure Definition Surveillance Method Performance Standard Incentive and/or Penalty
| System Performance | |||
| System/Application Availability | Uptime, not including planned outages. | Contractor will provide RRB with system performance metrics monthly for COR review. | The target uptime is 99%, not including planned outages. Four (4) or more failures over a rolling 12 month period may result in a downtime credit to the RRB. |
Downtime credit will be determined by both parties through a participatory cost adjustment. Penalties can be waived or reduced at the RRBs discretion. System availability not meeting the availability metric requires the service provider to report on the cause of the issue and provide recommendations to resolve system availability issues.
The contractor shall propose the system availability performance standard for this metric.
Unplanned Downtime The number and duration of unplanned outages per year. Record the number and duration of outages for each Application. Report all types of outages, root causes and corrective actions. Report to COR for review monthly. The target unplanned outages on the same application per year shall not exceed 4 instances OR the duration of an unplanned outage shall not exceed 2 hours over any 24 hour period. Four (4) or more failures over a rolling 12 month period may result in a credit to the RRB.
Credit will be determined by both parties through a participatory cost adjustment. Penalties can be waived or reduced at the RRBs discretion. The service provider shall report on the cause of the issue and provide recommendations to resolve issues.
The contractor shall propose the performance standards for this metric.
| Security | |||
| Security | Complies with all Federal laws, regulations and guidance as well as with RRB security regulations, including, but not limited to, compliance with respect to RRB sensitive information. | RRB procedures for identifying security breaches. The service provider will provide a SSAE 16 report on an annual basis, or when requested by the RRB COR. | Non compliance with Federal law or RRB regulations may result in probable damages and related penalties, to be determined at the time of assessment. The amount of probable damage attributable to the Contractor's failure to comply, shall be an amount equal to the actual dollar amount by which the Contractor's security breaches affected the Government. |
| Security Issue Notification | The amount of time security issues are reported after detection to the RRB. | Monthly incident reports reviewed by the COR. | Security issues reported as soon as possible, but at a target of no more than 24 hours, after detection. Four (4) or more failures over a rolling 12 month period may result in a credit to the RRB, to be determined by both parties through a participatory cost adjustment. At minimum, security issues are to be reported within 24 hours after detection, one hour for any security breach that involves PII. One (1) or more failures may result in liquidated damages (that does not involve PII) of up to $1,000, failures that involve PII may result in contractor provided credit monitoring services (at no cost to the RRB) for each RRB employee. |
The contractor shall propose the performance standards for this metric.
| Continuity of Operations | |||
| Data Restoration - Incremental and Full Backups | The successful file restoration from Service Provider backup. | RRB COR and Contractor will both monitor and report on a monthly basis for YTD downtime instances. | If file restorations initiated during a reporting period are not accurately restored, then the contractor must identify and implement another resolution within 24 hours. |
If performance standards are not met, the service provider shall report the cause of the issue and provide recommendations to resolve issues.
The contractor shall propose the performance standard for this metric.
| Incident/Problem Management | |||
| Critical Issue Incident Resolution Time | Incident resolution timeliness for issues that have a serious impact to the organization. The issue is causing or could cause an immediate loss of business or missed service level agreement/s (e.g. Major Outage). | Monthly incident reports contain timestamps for user report of issues, response time, status updates and resolve time, to be reviewed by the COR. | The target incident resolution time is 24 hours after issues were reported for 95% of issues. Four (4) or more failures over a rolling 12 month period may result in a credit to the RRB, to be determined by both parties through a participatory cost adjustment. At minimum, 90% of issues are resolved within 24 hours after issues were reported. Non conformance may result in assessed liquidated damages in the amount of $1,000. |
The contractor shall propose the resolution performance standard for this metric.
High Priority Issue Incident Resolution Time Incident resolution timeliness for issues where the RRB can function with a temporary workaround but requires immediate attention for resolution because it is preventing or could prevent a department from performing its main business processes. Monthly incident reports contain timestamps for user report of issues, response time, status updates and resolve time, to be reviewed by the COR. The target incident resolution time is 24 hours after issues were reported for 95% of issues. Four (4) or more failures over a rolling 12 month period may result in a credit to the RRB. At minimum, 90% of issues are resolved within 24 hours after issues were reported. One (1) or more failures may result in a credit to the RRB. Credits will be determined by both parties through a participatory cost adjustment.
The contractor shall propose the resolution performance standard for this metric.
Help Desk: Incident Response Time - Phone Calls and emails Incident response timeliness. Monthly incident reports contain timestamps for user report of issues, response time, status updates and resolution time, to be reviewed by the COR. The target incident response time is 24 hours for 90% of incidents. At minimum, 90% of incidents are responded to within 24 hours.
If performance standards are not met, the service provider shall report the cause of the issue and provide recommendations to resolve response time issues.
The contractor shall propose the performance standards for this metric.
| Optional Hosting Services | |||
| Report Preparation | The contractor shall propose the measure definition for this metric and/or a set of specific SLAs for Report Preparation (e.g., monthly and year end reporting). | The RRB will evaluate reports for timeliness and accuracy and will identify variances from reported activity and actual performance and RRB specifications. | 100% of reports are to run when submitted. Reports with errors and inconsistencies will be considered incomplete and returned to the contractor for correction. |
Penalties shall be assessed on a quarterly basis. A .5% monthly deduction may be assessed.
The contractor shall propose the performance standards for this metric.
RRB14R0016 Attachment F &10&P of &N
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