Attachment_4_-_QASP.doc

SP3300-14-R-0003

Attachment 4

Quality Assurance Surveillance Plan DLA Information Operations at New Cumberland SharePoint Administration and Content Management 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 (KO), or designee, performs surveillance activities under direction of the DLA Information Operations at New Cumberland Director. The QASP will also afford the KO, or designee, 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 KO, or designee. 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 SharePoint Administration and Content Management support services with oversight and approval of the KO, or designee. These services include all functions associated with generally accepted SharePoint maintenance and development 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 KO, or designee. 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 KO, or designee, if the KO, or designee, and Vendor PM 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. SharePoint Administration and Content Management

4.1.0. Performance Objective: Timely and accurate completion of assigned projects and tasks.

4.1.1. Measure 1: Necessary patches and updates are completed accurately and within the time frame allotted.

4.1.1.1. Surveillance: The KO, or designee, will perform 100% inspections to determine whether assigned projects and tasks are completed within specified time limits and meet specifications that were asked.

4.1.1.2. Acceptable performance level: At least 98% of assigned projects / tasks are completed and returned to the KO, or designee, by the defined or stated completion date, as specified by the KO, or designee and are accurately finished to specifications supplied. Contractor personnel shall notify the KO, or designee, of any anticipated delays, and will notify the KO, or designee, of task completion within 24 hours.

4.1.1.3. Penalty: 2% of the total monthly invoice

4.1.2. Performance Objective: Completion and Accuracy of required documentation and/or Reports.

4.1.2.1 Measure 2: Documentation / Reports are submitted timely and with minimal errors.

4.1.2.2. Surveillance: The KO, or designee, will perform 100% inspections to determine whether documentation / reports are submitted within specified time limits and whether quality of documentation / reports is acceptable.

4.1.2.3. Acceptable performance level: At least 98% of Documentation / Reports are to be submitted within five (5) working days of completion of the respective project / task. 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.

4.1.2.4. Penalty: 1% of the total monthly invoice

4.1.3. Performance Objective: Tracking of IAT Level certifications

4.1.3.1. Measure 3: Contract employees’ IAT Level certifications are provided and updated on a continuous basis.

4.1.3.2. Surveillance: The KO, or designee, will perform 100% inspections when reports are submitted detailing the appropriate information.

4.1.3.3. Acceptable performance level: 100% of the time, reports shall be submitted on the 5th of each month detailing the incumbents current IAT Level certification(s), date(s) of certification(s), date(s) of certification(s) expiration, scheduled upcoming IAT Level training, and plan of action for replacing any employee whose certification is expiring and is not scheduled for re-certification.

4.1.3.4. Penalty: 2% of the total monthly invoice..

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

6.0.0. Documentation

6.0.1. The KO, or designee, will 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.