Appendix J-2 Quality Assurance Surveillance Plan.docx

APPENDIX J-2

QUALITY ASSURANCE SURVEILLANCE PLAN

1. General

The services rendered under this contract are key to accomplishing the supply chain managements mission. Imposing an invoice deduction does not imply that the Contractor knowingly performed services in a defective manner or purposely failed to comply with the contractual terms of this contract . However, defective or deficient performance will cause the Government to incur additional expenses therefore an invoice deduction will be assessed.

2. Deduction for Unacceptable Performance

The deductions described in the matrix below are for billed services not performed in accordance with the acceptable quality level (AQL), resulting the loss of administrative time (i.e., COR and GTM) in dealing with performance deficiencies.

3. Government Deduction Rate

The fully loaded hourly rate is reflective of the cost per hour of the Governments involvement in evaluating the services and addressing performance deficiencies. The deduction rate will only be assessed if the review results in finding a performance deficiency. This rate shall be assessed in as half hour increments. The Government reserves the unilateral right to modify the contract for the purpose of changing this rate. The deduction hourly rate associated with either the COR, GTM or Contracting Officer by contract year are:

For Base Period $87.14 per hour For Option Year 1: $89.75 per hour For Option Year 2: $92.45 per hour For Option Year 3: $95.22 per hour For Option Year 4: $98.08 per hour

4. Deduction Calculation Methodology

The prices contained in Section B reflect the amounts paid by the Government for the Contractors services. The Government understands that full performance (100% AQL) is not always possible even under the best intentions. Therefore the Government has identified Acceptable Quality Levels (AQL) for each task where if achieved will render the quality level of the services performed as acceptable. However, in the event performance fails to meet the AQL the Contractor shall be required to meet once per week, for every week that performance continues to remain below the defined AQL. The Contractor shall be assessed an invoice deduction resulting from the loss of all administrative time (i.e., COR, GTM, Contracting Officer, Subject Matter Experts, Branch Chief) in dealing with performance deficiencies. The deduction will be comprised of the total and combined time expended by the GTM, COR and Contracting Officer, as applicable.

Solicitation No. S-AQMMA-11-R-0186 Department of State Department of State Supply Chain Management

PROGRAM MANAGEMENT

C.4.1.1 H.14 Customer Satisfaction Surveys are distributed to 100% of customers

Superior customer satisfaction ratings

97% - Surveys received rank performance as superior

Performance Evaluation Boards bi-annual reviews (H.14)

TECHNICAL DEVELOPMENT BRANCH

for all hours expended meeting with the Contractor to resolve issues with the completion of the TDB deployment documentation TDB GTM Review

C.4.3.3 C.4.3.4 C.4.3.6 C.4.3.7 C.4.3.8

for all hours expended meeting with the Contractor to resolve issues with the completion of the TDB deployment documentation TDB GTM Review

C.4.3.12

for all hours expended meeting with the Contractor to address issues with failing to meet standard TDB GTM Review

Customer complaints

for all hours expended meeting with the Contractor to address outstanding or unresolved TIER 3 support calls from the STAC TDB GTM Review

STAC or customer complaints

FIELD SUPPORT BRANCH

for all hours expended meeting with the Contractor to address issues with failing to meet standard FSB GTM Review

for all hours expended meeting with the Contractor to address issues with failing to meet standard FSB GTM Review

for all hours expended meeting with the Contractor to address issues with failing to meet standard FSB GTM Review

for all hours expended meeting with the Contractor to address issues with failing to meet standard Contracting Officer Audits

for all hours expended meeting with the Contractor to address issues with failing to meet standard FSB GTM Review

for all hours expended meeting with the Contractor to address OCONUS delivery problems.

Deduction of 10% of commercial delivery charges FSB GTM Review

Customer Complaints

for all hours expended meeting with the Contractor to address issues with failing to meet standard plus, a deduction of 3% of the Equipment Repair monthly CLIN amount.

FSB GTM Review

Weekly Status Report