Attachment_2_Quality_Assurance_Surveillance_Plan_(QASP).pdf

SP3300-13-R-0008

Attachment 2 QASP Dated 4/23/2013

Quality Assurance Surveillance Plan for

DLA Information Operations at New Cumberland, PA Wireless Network Support Services

1.0. Purpose

1.0.1. This Quality Assurance Surveillance Plan (QASP) is a Government developed document used to evaluate Contractor actions while implementing the Performance Work Statement (PWS) included in this contract. The QASP is designed to provide an effective surveillance method for monitoring and evaluating the Contractor’s performance for each of the performance objectives, to ensure that the Contractor performs in accordance with the performance metrics set forth herein, and to ensure that the Government receives the acceptable performance levels of services.

1.0.2. The Contracting Officer’s Representative (COR) performs surveillance activities under direction of the Director, DLA Information Operations at New Cumberland. The QASP will also afford the Contracting Officer (KO) and the COR a productive mechanism to preclude major deficiencies in Contractor performance, provide input for the annual Contractor performance evaluations, and make the determination of exercising contract options and that the Government only pays for acceptable level of services received. The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is to carry out quality assurance surveillance actions to ensure contract standards are achieved.

This Quality Assurance Surveillance Plan (QASP) may be revised periodically as determined by the COR and KO. The Contractor shall be provided a 30-day notice of the revision.

2.0. Performance objectives for the Contractor

2.0.1. The Contractor shall perform Wireless Network support services with oversight and approval of the COR. These services include all functions associated with generally accepted wireless network functions, services, and information and equipment accountability requirements. Specific tasks are detailed in the PWS.

2.0.2. Contractor shall ensure that adequate staffing levels are provided to meet the Acceptable Performance Levels (APL’s) detailed in this QASP. Contractor will be evaluated monthly to ensure performance meets or exceeds the APL’s listed below.

Penalty deductions may be used to reduce the monthly fixed price invoice when APL’s are not met.

3.0. Metrics / penalties

3.0.1. Performance levels will be monitored and measured monthly, and compared against the APL’s by the COR. If a performance objective APL is not met during a calendar month, the following month’s invoice will be reduced by the penalty listed in the APL. While it may be possible for penalty percentages to add to more than 10%, the maximum discount will be 10%.

3.0.2. Actual use and application of monetary penalties in any given month may be waived by the COR if the COR and Vendor agree that such penalties are not necessary or are not appropriate based on the circumstances associated with creating the penalty.

Acceptable Performance Levels:

4.0. WIRELESS NETWORK SUPPORT

4.0.1 Performance Objective: Provide technical staffing to support DLA Information Operations at New Cumberland, PA wireless network system requirements, to include Help Desk support, End-User support and wireless network administration support.

4.0.1.1. Measure 1: Customer Satisfaction. The contractor will maintain good overall customer satisfaction.

4.0.1.1.1. Surveillance: The COR will perform a monthly survey of recent help desk calls via phone, e-mail or a web based survey form. The COR will perform an inspection of the survey results to determine the overall customer satisfaction rating. Customer satisfaction with wireless network IT support (rated 1.0 to 5.0;

5.0 being the best).

4.0.1.1.2. Acceptable Performance Level: Overall customer satisfaction will be maintained at 4.0 or higher on a 5 point scale. For customer surveys, the following scale should be used in the evaluation of this metric: 1-unacceptable;

2-poor; 3-fair; 4-good; 5-excellent.

4.0.1.1.3. Penalty: 2%.

4.0.1.2 Measure 2: First Call Resolution. The contractor will resolve problems during initial customer contact, except for services not considered for first call resolution performance, at least 68% of the time. Ticket exclusions include: IMACs, acquisition, system change requests, problem ticket requests (e.g. hard drive failures), request for training, new login account requests and tickets that go to other Help Desk systems. Other Help Desk systems include Business Systems Modernization (BSM), E-Workplace (EWP), and Enterprise Data Center (EDC).

4.0.1.2.1 Surveillance: The COR will perform periodic inspections to assure routine requests are corrected on the first attempt. Surveillance methods may include system generated reports and customer surveys.

4.0.1.2.2 Acceptable Performance Level: The COR will perform an inspection of the surveillance results to assure the average number of tickets resolved on the first effort is above 68%.

4.0.1.2.3 Penalty: 65% to 67.9% equals 1% penalty. Less than 65% equals 2% penalty.

4.0.1.3 Measure 3: Timely completion of assigned projects and tasks.

4.0.1.3.1. Surveillance: The COR will perform periodic inspections to determine whether assigned projects and tasks are completed within specified time limits.

4.0.1.3.2. Acceptable performance level: At least 90% of assigned projects / tasks are completed and returned to the COR by the defined or stated completion date, as specified by the COR. Contractor personnel shall notify the COR of any anticipated delays, and will notify the COR of task completion within 24 hours.

Documentation is to be completed within 5 working days of completion of the respective phase. A weekly report shall be provided which provides a summary of work completed and any issues that could not be resolved or suspense that was not met and an explanation for the delay. All documentation shall be accurate and complete.

4.0.1.3.3 Penalty: 2%

4.0.1.4 Measure 4: Documentation / Reports are submitted timely and with minimal errors.

4.0.1.4 1. Surveillance: The COR will perform periodic inspections to determine whether documentation / reports are submitted within specified time limits and whether quality of documentation / reports is acceptable.

4.0.1.4.2. Acceptable performance level: At least 98% of Documentation / Reports are to be submitted within 5 working days of completion of the respective project / task. All documentation shall be accurate and complete.

4.0.1.4.3. Penalty: 1%

4.0.2 Performance Objective: Timely closeout of Remedy tickets.

4.0.2. Measure 1: All trouble calls shall be tracked through issue resolution and closeout using Remedy.

4.0.2.1 Surveillance: The COR will run daily reports from the Remedy application to verify proper ticket closeout procedures are followed.

4.0.2.2. Acceptable performance level: 98% of Remedy tickets shall be closed within 1 hour of issue resolution.

4.0.2.3. Penalty: 2%

5.0.0. The table below summarizes the performance factors, APL’s, and penalties.

6.0.0. Documentation

6.0.1. The COR will, in addition to providing documentation to the KO, maintain a complete Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function, including the originals of all Surveillance Activity Checklists.

All such records will be retained for the life of this contract. The COR shall forward these records to the KO at termination or completion of the contract.

Surveillance Activity Checklist- summary table Category Performance metric /

Evaluation Factor Goal Acceptable Performance level

(APL)

Surveillance method(s) used to determine performance level

Monthly penalty / deduction if APL is not met Wireless Network Support

Customer Satisfaction >4.0 Local rating of IT customer satisfaction using an automated survey

Periodic inspections rated 1.0 to 5.0; 5.0 being the best.

2%

First Call Resolution >68% The average number of tickets resolved on the first effort is above 68%.

Periodic inspections 65%-67.9% = 1% <65%=2% penalty

Timely completion of assigned projects and tasks.

All Projects / tasks completed within designated time frame

At least 90% of assigned projects / tasks are completed by due date.

Periodic inspections 2%

Required documentation / reports

Submitted on time

98% of documentation / reports are submitted to the COTR within 5 days of project / task completion

Periodic inspections 1%

Closing Remedy tickets Close all completed tickets

98% of Remedy tickets shall be closed within 24 hour of issue resolution

Daily reports from Remedy system

2%