Revised_Attachment_2_-_DDPW_Quality_Assurance_Surveillance_Plan_9-19-14.pdf

Revised Attachment 2 - DDPW Quality Assurance Surveillance Plan 9-19-14

Quality Assurance Surveillance Plan for DLA Information Operations at New Cumberland, PA sited at Puget

Sound, WA IT 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 to ensure the contractor is meeting the requirements of the contract. 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 IT support services with oversight and approval of the COR. These services include all functions associated with generally accepted IT 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. IT SUPPORT

4.1.0. Performance Objective: Provide technical staffing to support DLA Information Operations at New Cumberland, PA sited at Puget Sound, WA system requirements, to include End-User support, Network and System administration support.

4.1.1. Measure 1: Provide timely support to DLA customers located in the Puget Sound area. Calls are answered quickly and responded to in a timely, courteous and professional manner. Contractor ensures that customer’s response time expectations are met or exceeded, and that the number of second requests for service by customers is minimal.

4.1.1.1. Surveillance: The COR will perform periodic inspections to assure requests are acknowledged in a timely manner. This may include gathering information from customers or survey data to determine if service requests received action within the designated time period.

4.1.1.2. Acceptable Performance Level: Contractor shall respond to service requests, by e-mail, phone call or customer visit as appropriate, within one (1) hour for priority one (1) (critical/immediate) problems; two to three (2-3) hours for a priority two (2) (high) problems; 24 hours for a priority three (3) (medium) problems; and 48-72 hours for a priority four (4) (low) problems.. At least 95% of calls received during the hours of operation stated in the PWS section 2.4 are responded to within the above time limits.

4.1.1.3. Penalty: 2%

4.2.0. Performance Objective: Timely completion of assigned projects and tasks.

4.2.1. Measure 1: Assigned projects and tasks are completed accurately and within the time frame allotted.

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

4.2.1.2. Acceptable performance level: At least 90% of assigned projects / tasks are completed and returned to the Technical Point of Contact (TPOC) by the defined or stated completion date, as specified by the TPOC. Contractor personnel will notify the TPOC of any anticipated delays, and will notify the TPOC 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.

4.2.1.3. Penalty: 2%

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

4.2.2.1. 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.

4.2.2.2. 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.

4.2.2.3. Penalty: 1%

4.3.0. Performance Objective: Timely closeout of incident tickets.

4.3.1. Measure 1: All trouble calls shall be tracked through issue resolution and closeout using the designated Incident Ticket Tracking System.

4.3.1.1. Surveillance: The COR will run weekly reports from the designated Incident Ticket Tracking System application to verify proper ticket closeout procedures are followed.

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

4.3.1.3. Penalty: 2%

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

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

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.

IT Support Provide timely support to customers.

100% At least 95% of calls received during the hours of operation stated in the PWS section 2.1 are responded to within the stated time limits.

Periodic inspections 2%

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 incident tickets Close all completed tickets

98% of incident tickets shall be closed within 1 hour of issue resolution

Weekly reports from the designated Incident Ticket Tracking System

2%