Attachment_1_Quality_Assurance_Surveillance_Plan_A004.docx

ATTACHMENT 1

QUALITY ASSURANCE SURVEILLANCE PLAN

1. General

The services rendered under this contract are critical to the Department of State’s diplomacy 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.

Contract No. S-AQMMA-12-R-0413 Department of State Personnel Tracking Locator

User Complaints

User Complaints

COR Inspections User Complaints

COR Inspections User Complaints

COR Inspections

User Complaints

High within 1 hour Medium within 2 hours Low within 4 hours

Outside Normal Business Hours:

High within 2 hour Medium within 4 hours Low within 8 hours

Failing to respond 2 times in a calendar month shall result in a 5% deduction from the following monthly invoice amount.

COR Reviews

COR Reviews

COR Inspections