Attachment_5_-_Quality_Assurance_Surveillance_Plan.pdf

SP3300-15-R-5007

Attachment 5: Quality Assurance Surveillance Plan

Quality Assurance Surveillance Plan

For

DLA J6 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, and in subsequent task orders issued thereafter. 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 DLA Distribution Contracting Officer (KO). The QASP will also afford the 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 will 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. The Contractor shall develop and maintain a Quality Control Plan (QCP) that addresses all of the requirements in the contract. When changes are made to the QCP, the Contractor shall submit the revised QCP to the Contracting Officer’s Representative (COR) for review and acceptance. The QCP should include the following:

An inspection system tailored to review all of the requirements of the PWS and assure that all requirements are met, and all weekly reports are completed and compiled in a timely manner.

The methods the Contractor will use to identify and correct deficiencies in the level of performance of all resources

The Contractor shall maintain an on-site file of all inspections conducted by the

Contractor and corrective action taken. This documentation shall be made available to the Contracting Officer’s Representative (COR) upon request, during the term of the contract. The Contractor shall maintain these files for a minimum of six (6) months after the contract is completed.

2.0.3. The Contractor will ensure that adequate staffing levels are provided to meet the

Acceptable Performance Levels (APLs) detailed in this QASP. Contractor will be evaluated monthly to ensure performance meets or exceeds the APLs listed below. Penalty deductions may be used to reduce the monthly fixed price invoice when APLs are not met.

3.0. Metrics / penalties

3.0.1. Performance levels will be monitored and measured monthly, and compared against the

APLs 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.

3.0.2. Actual use and application of monetary penalties in any given month may be waived by the

COR if the COR and Contractor 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. DoD INFORMATION SYSTEMS SUPPORT

4.1. Performance Objective: IT support for developing and maintaining standard systems to support DLA and DoD distribution and various DoD Information Systems.

4.1.1. Measure 1: Provide sufficient qualified resources to fulfill task order requirements and provide required deliverables with no loss of production time or deliverables not met during the life of the contract.

4.1.1.1 Surveillance: The COR will review resumes and verify qualified resources are hired to backfill positions of contract resources. COR will verify with PM’s to assure that task order requirements and deliverables are received in a timely manner.

4.1.1.2 Acceptable Performance Level: Contractor shall provide qualified resources to meet the requirements for the life of the contract. Within three (3) working days from the date of task order requirement or a deliverable not met, a written corrective action will be provided to the COR.

4.1.2. Measure 2: Hot Line trouble ticket requirements will continue to be worked past normal business hours when they are received. Contractor ensures that completion and submissions of all deliverables meet or exceed DLA J6 expectations.

4.1.2.1 Surveillance: The COR, in conjunction with the Site Project Managers (PM’s), will perform 100 % inspections to determine Hot Line items are worked past normal business hours when needed.

4.1.2.2 Acceptable Performance Level: 100% completion; Contractor will remain on-site until task completion, unless otherwise directed by COR/PM.

4.1.3. Measure 3: Assigned monthly project tasks shall be completed with acceptable accuracy and in a timely manner.

4.1.3.1 Surveillance: The COR, in conjunction with the various PMs, will perform periodic inspections to determine whether assigned project tasks are completed within specified time limits.

4.1.3.2 Acceptable Performance Level: At least 95% of assigned project tasks are completed accurately and submitted to the responsible PM on time (monthly). The

Contractor will have five (5) days to correct the action and provide the deliverable to the responsible PM.

5.0.0. The table below summarizes the performance factors, APLs, 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

DoD

Information

Systems Support

Qualified resources to meet requirements and deliverables are received

100% task requirements and deliverables are met

Written correction plan for any missed task requirement or deliverable within 3 days.

Resume review

Review with PM’s for all task requirements and deliverables received on a monthly basis.

Hot Line requirements 100% of all Hot Line requirements completed same day

Resource remains on-site until completion unless otherwise directed by COR/PM

100% inspections

Project tasks

All assigned tasks are completed on time and accurately

95% tasks completed accurately

& on time; 5 day grace period

Periodic inspections