RFP_Attach_2-QASP_revised_11-17-15.pdf

Revised 11-17-2015

Quality Assurance Surveillance Plan for

LAN WAN Telecommunications 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 (KO) or designee performs surveillance activities under direction of the DLA Information Operations J6. 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 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 Information Technology (IT) support services, infrastructure survey, design and installation support services with oversight and approval of the KO or designee. These services include all functions associated with generally accepted networking principles, 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 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. LAN WAN TELECOMMUNICATIONS SUPPORT

4.0.1. Performance Objective: Perform Site Survey to ensure installations are performed in compliance with Building Industry Consulting Service International (BICSI), Telecommunications Industry Association/ Electronic Industries Alliance (TIA/EIA) Structured Cabling Standards, as well as DLA J6 Standards. Provide a complete set of Design Documentation and equipment lists for network requirements for each assigned site.

4.0.1.1. Measure 1: Provide a bi-weekly status report. Contractor ensures that status report is submitted timely, properly formatted and accurately reflects the status of all Site Surveys in progress.

4.0.1.1.1. Surveillance: The KO or designee will perform periodic inspections to determine whether the bi-weekly reports are completed accurately and within specified time limits.

4.0.1.1.2. Acceptable Performance Level: At least 95% (approximately 25 reports) of bi-weekly reports for the contract period are completed accurately and submitted to the KO or designee on time (Monday by COB).

4.0.1.1.3. Penalty: 2%

4.0.1.2. Measure 2: Provide the Installation Design Plan (IDP) for each site surveyed. Contractor ensures that IDP for each site surveyed is submitted timely, properly formatted and accurately reflects the network equipment and cost estimates for installation.

4.0.1.2.1. Surveillance: The KO or designee will review IDP’s to determine accuracy, completeness, and timeliness.

4.0.1.2.2. Acceptable performance level: 100% of IDP’s completed on schedule.

Any delays caused by the Government must be identified to the KO or designee immediately in order to approve and adjust the timeline accordingly.

4.0.1.2.3. Penalty: 2%

4.0.2. Performance Objective: Provide Local Area Network/ Wide Area Network (LAN/WAN) technical staffing to manage and maintain a secure, reliable network capable of supporting the various DLA NTS mission requirements, and perform and document configuration changes in the DLA NTS network environment as changes occur. Network configuration management includes network systems, patch management and deployment logs, security audit logs, and applications used to manage those network systems, and change control on the network.

4.0.2.1. Measure 1: Maintain Local Area Network (LAN) availability.

4.0.2.1.1. Surveillance: The KO or designee will review system logs and perform periodic inspections to determine whether the bi-weekly reports are completed accurately and within specified time limits.

4.0.2.1.2. Acceptable Performance Level: The “weighted network downtime” (WND) for the Local Area network will be maintained at one (1) hour or less per month during core business hours of 0700 - 1530 Monday – Friday, excluding Government holidays. Scheduled outages due to system maintenance and /or outages caused by network problems outside of the control of DLA NTS will not be counted against this APL. For the purposes of this metric, the WND is defined as the length of the outage duration, times the percentage of the DLA NTS user community affected by the outage. The results should be rounded to the nearest quarter-hour.

WND = Length of Outage (hours) x Number of users affected Total number of users

4.0.2.1.3. Penalty: 2% per hour (rounded to nearest quarter hour) of WND above the Acceptable Performance Level of one (1) hour.

4.0.2.2. Measure 2: Submit changes via DLA J6 established change control procedures.

4.0.2.2.1. Surveillance: The KO or designee will review Change Control Working Group (CCWG) reports.

4.0.2.2.2. Acceptable Performance Level: All network change requests will be submitted via DLA J6 established change control procedures. No changes will be made without CCWG approval.

4.0.2.2.3. Penalty: 2%

4.0.2.3. Measure 3: Provide resources to manage and maintain network routers and switches at a level which provides maximum protection against cyber-attacks with no loss of production time due to critical updates and/or security patches not being installed in a timely manner, taking into account time of receipt, time to test, and time to install.

4.0.2.3.1. Surveillance: The KO or designee will randomly inspect any means of reporting for cyber-attack warnings and/or occurrences to assure the Contractor has installed critical updates and patches to prevent attacks

4.0.2.3.2. Acceptable Performance Level: At least 95% of required network system patches are to be installed within the time limits specified by the KO or designee.

4.0.2.3.3. Penalty: 2%

4.0.2.4. Measure 4: Timely response to DLA Community Emergency Response Team (CERT) inquiries.

4.0.2.4.1. Surveillance: The KO or designee will maintain surveillance of the Contractor’s timely response to all cyber security incidents.

4.0.2.4.2. Acceptable Performance Level: Respond to DLA CERT inquiries regarding incidents within one (1) business days.

4.0.2.4.3. Penalty: 2%

4.0.2.5. Measure 5: Correct DLA CERT deficiencies in a timely manner.

4.0.2.5.1. Surveillance: The KO or designee will maintain surveillance of the Contractor’s timely response to all cyber security incidents.

4.0.2.5.2. Acceptable Performance Level: Correct deficiencies at the direction of DLA CERT within five (5) business days.

4.0.2.5.3. Penalty: 2%

4.0.3. Performance Objective: Timely acceptance of Remedy tickets.

4.0.3.1. Measure 1: All trouble calls (tiers 2 and 3) shall be reviewed on the first business day upon initial entry into the Remedy system.

4.0.3.1.1. Surveillance: The KO or designee will run daily reports from the Remedy application to verify proper ticket assignment procedures are followed.

4.0.4.3.2. Acceptable Performance Level: Work on Remedy tickets shall commence within two (2) hours of ticket receipt for 95% of all assigned tickets.

4.0.4.3.3. Penalty: 2%

4.0.4. Performance Objective: Closeout of Remedy tickets.

4.0.4.1. Measure 1: All trouble calls (tiers 2 and 3) shall be tracked through issue resolution and closeout using Remedy.

4.0.4.1.1. Surveillance: The KO or designee will run daily reports from the Remedy application to verify proper ticket closeout procedures are followed

4.0.4.1.2. Acceptable Performance Level: 98% of Remedy tickets shall be closed within two (2) business days after verification from customer of proper resolution.

4.0.4.1.3. Penalty: 2%

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

6.0.0. Documentation

6.0.1. The 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.

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

LAN WAN

Telecommunications Support Services

Site Survey All bi-weekly status reports are properly formatted, accurate and submitted by the due date

95% of reports provided to KO or designee on time, 5 day grace period

Periodic inspections 2%

Installation Design Plan (IDP)

All IDP’s are properly formatted, accurate and submitted by the due date

100% of IDPS’s provided to KO or designee on time

LAN Availability

Manage and maintain a secure, reliable network

The “weighted network downtime” (WND) for the LAN will be maintained at one (1) hour or less per month during core business hours of 0700 - 1530 Monday – Friday, excluding Government holidays.

Scheduled outages due to system maintenance and /or outages caused by network problems outside of the control of DLA NTS will not be counted against this

APL

Periodic inspections 2% per hour (rounded to nearest quarter hour) of WND above the Acceptable

Performance Level of one (1) hour.

Change Control

Change requests submitted and approved prior to changes made.

All network change requests will be submitted via DLA J6 established change control procedures. No changes will be made without CCWG approval.

Periodic inspections 2%

Device Management manage and maintain network routers and switches at a level which provides maximum protection against cyber-attacks

At least 95% of required network system patches are to be installed within the time limits specified by the KO or designee.

Periodic inspections 2%

CERT Responses Respond to CERT inquiries

Respond to DLA CERT inquiries regarding incidents within one (1) business days.

Periodic inspections 2%

CERT Corrections Correct CERT deficiencies

Correct deficiencies at the direction of DLA CERT within five (5) business days

Periodic inspections 2%

Timely acceptance of Remedy tickets

Closing Remedy tickets

Work on Remedy tickets shall commence within two (2) hours of ticket receipt for 95% of all assigned tickets.

Periodic inspections 2%

Closing Remedy tickets

Closing Remedy tickets

98% of Remedy tickets shall be closed within 2 business days of issue resolution