QASP_(ASSIST).pdf

Acquisition Streamlining and Standardization Information System (ASSIST)

I. Quality Assurance Surveillance Plan (QASP)

In fulfillment of this effort, the Vendor shall provide the deliverables identified in this section. All deliverables shall be submitted to the COR, unless otherwise agreed upon. The deliverables schedule is in Table 1.

Unless otherwise specified, the Government will have a maximum of ten (10) working days from the day the draft deliverable is received to review the document, provide comments back to the Vendor, approve or disapprove the deliverable(s). The Vendor will have a maximum of ten (10) working days from the day comments are received to incorporate all changes and submit the final deliverable to the Government. All days identified below are intended to be calendar days unless otherwise specified.

The format for the individual deliverables will be determined through consultation between the COR and the Vendor. Products used to support DLA Document Services/DSPO will be agreed upon between the COR and the Vendor, per guidance from the Director of the Defense Standardization Program Office. All documents will be provided in either hard copy or electronically as requested by the COR.

Electronic documents will be provided in the appropriate Microsoft Office format (e.g., Word or PowerPoint). If appropriate, the Government may ask that they be provided in compressed or PDF format.

1.0 Performance Requirements

The tasks the Vendor shall perform are defined in section 2.4. And fall into the following categories:

• Maintenance of the COTS Commercial off the shelf Application

• Maintenance of the GOTS Government off the shelf Application

• Expansion of System Capabilities, Hardware, Software, and Desktop Support

• Qualified Products Maintenance and Support.

• DLA Doc Services/DSPO Rough Order of Magnitude (ROM) Support

Additional information about the deliverables produced from the identified tasks is listed in Table 1.

The standard set for all tasks is 100% Satisfactory Complete and 100% COR Inspection is the surveillance method which will be utilized. This information is detailed in Table 2. The incentive for all tasks will be pursuant to a performance measurement that ties performance goals and acceptable quality levels to a color code: Green, Yellow, or Red.

1.2 Method of Surveillance

The Government will evaluate quality assurance of all tasks with 100% inspections performed by the COR. During the inspections, the COR will review for current task completion. More information about the method of surveillance can be found in Table 1.

2.5.3 Inspection and Acceptance Criteria

Final inspection and acceptance of all work performed, reports and other deliverables will be performed at the place of delivery by the COR.

2.5.4 Surveillance Schedule

The specified checks and measures will be completed on daily, weekly and monthly schedules depending on the task. Specific surveillance schedules for tasks can be found in Table 1.

Table1

Performance Requirements

Performance Standards

Acceptable Quality Level (AQL)

Method of Surveillance

Subtask

1.2.1.1 - Software product maintenance support.

(COTS)

Perform updates/upgrades and maintain the supportability of the required products, ensuring process execution, providing technical support, and performing database management activities.

Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Monthly status report, 100% inspection.

Subtask

1.2.1.2 - Security updates and patching.

(COTS)

Support for compliance with all Department of Defense (DoD) application security requirements.

Completion of all application security taskings within the prescribed DLA or DoD deadlines, or in accordance with a mutually-agreed-upon POAM that is accepted by DLA

CERT.

Monthly status report, 100% inspection.

Table 2

Performance Requirements Performance

Standards Acceptable Quality Level (AQL)

Method of Surveillance

Subtask 1.2.2.1 -Baseline system maintenance/modifications.

(GOTS)

Provide analysis and programming support for maintenance of the GOTS application.

The monthly count of user-reported problems should not exceed ten.

Fixes must be installed with no unscheduled

Periodic inspection with customer input.

downtime for installation or problem resolution.

Subtask 1.2.2.2 Application response time. (GOTS)

Maintain the performance of the GOTS application to ensure that application response time is adequate for the productive use of the system.

Consistent response time from the DLA Document Services HQ ETN site should be no more than eight seconds when a single document is pulled from the Production database.

Consistent response time from the DLA Document Services HQ ETN site will be no more than eight seconds when a single document is pulled from the Production database. From the time that a response time issue is reported and tracked via a Level 3 Help Desk incident, it must be resolved within 10 business days.

Periodic inspection with customer input.

Subtask 1.2.2.3 Data backup and disaster recovery.

Provide operational documentation for performing data back-ups and recovery.

Verify full data recovery while participating in COOP and DR-related setup, configuration, and testing at DoD-specified intervals.

Periodic inspection with customer input.

Subtask 1.2.2.4 COOP Documentation Support

Assist in developing COOP reports (Continuity of Operations Plan) and implement testing procedures on an annual basis.

Respond to all questions, problems, and issues submitted within 36 hours.

Routine inspection of materials.

Subtask 1.2.2.5 Accreditation Support

Assist in developing Accreditation documentation as required by Document Services and DLA.

Respond to all questions, problems, and issues submitted within 36 hours.

Routine inspection of

Performance Standards

Acceptable Quality Level

(AQL)

Method of Surveillance

Subtask 1.2.3.1 Expansion of System Capabilities

Provide business analysis, programming, testing, and implementation support, including user training, for requested changes and expanded capabilities of the system.

Meet all agreed-upon customer deadlines for the installation of changes and expanded capabilities.

Changes must be installed with no more than 12 minor problems identified by users, and with no unscheduled downtime for installation or problem resolution.

Periodic inspection with customer input.

Subtask 1.2..3.2 Level 3 Expert

Support

Provide Level 3 help desk response to questions advanced from Level 2.

Respond to all questions, problems, and issues submitted by Level 2 within 36 hours. Provide weekly updates until resolution is scheduled.

Periodic inspection with customer input.

Subtask 1.2..3.3 Level Intermediate

Briefing material will be delivered on time and in accordance with the

Materials contain required information and are delivered on time at least 90% of the time.

Routine inspection of

Government POEC’s guidance.

Problems that occur are minor and are resolved in a satisfactory manner.

Subtask

1.2.3.4 Level

1help Desk

Provide business analysis, programming, testing, and implementation support, including user training, for requested changes and expanded capabilities of the system.

Meet all agreed-upon customer deadlines for the installation of changes and expanded capabilities.

Changes must be installed with no more than 12 minor problems identified by users, and with no unscheduled downtime for installation or problem resolution.

Periodic inspection with customer input.

Subtask 1.2.3.5 Program

Briefing material will be delivered on time and in accordance with the Government POEC’s guidance

Materials contain required information and are delivered on time at least 90% of the time.

Problems that occur are minor and are resolved in a satisfactory manner

Routine inspection of materials

Subtask

1.2.3.6 - Subtask 6 Briefing materials as requested.

Subtask 6 Briefing materials as requested.

Monthly status inspection.

Subtask

1.2.3.7 – Hardware Maintenance and Refresh

Provide annual hardware support and renewals as required to maintain the ASSIST and QPD system application

COTS/GOTS

products at current Vendor supported

Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays). Provide 99.5% scheduled system availability (24/7 Monday

Monthly status report, 100%

Performance Standards

Acceptable Quality Level (AQL)

Method of Surveillance

Subtask

1.2.4.1 –

Provide maintenance and development

Provide 99.5% scheduled system

Monthly status report, 100% levels for integration of all tasks specified through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Subtask 1.2.3.8- Software licensing and product maintenance support

Perform updates/upgrades and maintain the supportability of the required products, ensuring process execution, providing technical support, and performing database management activities. This includes software renewals, licensing, Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Monthly status report, 100% inspection.

Subtask

1.2.3.9 Software Licensing:

DLA Document Services will provide the licenses and software updates required to maintain the ASSIST and QPD system application and

COTS/GOTS

products at current, Vendor supported levels for integration of all tasks specified within this PWS.

Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Monthly status report, 100%

(QPD)

support for QPD Perform.

availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

inspection.

Subtask

1.2.4.2 - Software Support.

QPD)

Provide support for the products installed on the QPD system application by updating/upgrading and maintaining the supportability of the required products ensuring process execution, providing technical support, and performing database management activities. Support for compliance with all Department of Defense (DoD) application security requirements.

Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Monthly status report, 100% inspection.

Subtask 1.2.4.3 Security Updates and Patches.

(QPD)

The Vendor will provide support for compliance with all Department of Defense (DoD) application security requirements which includes, but not limited to, DoDI

8500.2, DLA

Computer Emergency Response Team

Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Monthly status

Performance Standards

Acceptable Quality Level (AQL)

Method of Surveillance

Subtask Perform Provide 99.5% Monthly status

1.2.5.1 –

Support.

(ROM)

updates/upgrades and maintain the supportability of the required products, ensuring process execution, providing technical support, and performing database management activities.

scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

report, 100% inspection.

Subtask

1.2.5.2 – Functional Support.

(ROM)

Provide functional support as required to maintain system and support levels for integration of all tasks specified within this PWS.

Provide 99.5% scheduled system availability (24/7 Monday through Friday, Saturday and Sunday access to alerts and address issue by Monday at 6:00 AM, excluding Federal holidays).

Monthly status

I. Quality Assurance Surveillance Plan (QASP)