Attachment C-QASP.pdf

EVALUATION CRITERIA - PERFORMANCE STANDARDS (Monthly)

This Quality Assurance Surveillance Plan (QASP) is a Government-developed document used to determine if the offeror’s performance meets the performance standards contained in the Performance Work Statement (PWS). It provides the detailed process for a continuous oversight process. The QASP a tool to help ensure early identification and resolution of performance issues to minimize impact on mission performance. The goal of the QASP is to ensure the Offeror’s performance is effectively monitored and documented.

PERFORMANCE FACTOR 1 - Data File Transmission

Rating Description: Data file transmissions are expected from the Contractor on the day and time specified in the contract for each data file listed. If a data file fails to meet the date/time, it will be counted as an event. If a data file has more than one formatting or data error, it will be counted as an event.

Decrement Rating Criteria: Two (2) or more events rates Failure.

PERFORMANCE FACTOR 2 - Customer Billing

Rating Description: The Contractor shall bill the customer for authorized non-duplicated charges in accordance with the contract. When Contractor receives paper, emailed or faxed AIR Card® charges from a card accepting merchant, verify that the document(s) are IAW the contract proper invoice. Each billing error per transaction is considered an event.

Decrement Rating Criteria: Two (2) or more events rates Failure

PERFORMANCE FACTOR 3 - EAS Performance

Rating Description: The Contractor shall provide an internet-based system (EAS). Equipment failures, non-availability, or system maintenance shall not interfere with normal operations. The inability of an EAS User to perform an action within EAS or inability to access the EAS system which was a direct result of a Contractor issue shall be considered an event.

PERFORMANCE FACTOR 4 – Reports

Rating Description: The Contractor shall provide an internet-based system (EAS) which allows the ability to create standard, ad-hoc reports, and analytic reports IAW the contract. The inability of an EAS User to create a report within EAS which is the result of a Contractor issue or the EAS shall be considered an event. The Contractor shall provide contract required reports on the date and time specified in the contract.

When a report fails to meet the date or time it is considered an event. Each error shall be considered an event.

The customer will request the Contractor to generate reports on a specified date and time. When a report fails to meet the date or time or contains errors, each shall be considered an event.

Examples of common Contractor issues are not all inclusive and not limited to the following:

• Government determines significant delay in the AIR Card® online report tool loading

• If the Government requests the contractor to provide a report and it contains errors

• Required Hurricane Assistance and Disaster Relief reports

• Section 889 merchant compliance reports (when applicable) containing errors

• Timeout errors that prevent a report from being generated in the EAS system

a. The Contractor shall provide a weekly report of customer service inquiries to include phone call and emails received and resolved in accordance with the contract. The report is due end of business day, each Friday.

PERFORMANCE FACTOR 5 - DLA Energy Provided Data

Rating Description: The Contractor shall maintain a repository of all DLA Energy Into-Plane contracts, contract modifications, and contract related information, for display in the EAS and FBO Locator. The Contractor shall process and apply all contract documents provided by DLA Energy within one business day of receipt and provide an acknowledgement email to DLA Energy when action is completed. Each business day delay is considered an event. Each contract data entry error is considered an event.

The Contractor shall apply the Into-Plane contract details on applicable transactions. Each transaction error is considered an event.

PERFORMANCE FACTOR 6 – Fixed Based Operator (FBO) Locator

Rating Description: The Contractor shall maintain within the EAS an online internet based FBO locator (Global Merchant Directory) which identifies fueling locations around the world that accept the AIR Card® as well as the merchants that have a DLA Energy Into-plane contract. The Contractor shall add new merchants and remove merchants from the database and have up-to-date information available on the FBO locator in real-time.

a. The Contractor shall have maximum merchant coverage to include non-3rd party merchants at commercial airports worldwide by contract award.

b. The Contractor shall have a mechanism in place to add new merchants to their network as required by the AIR Card® Program customers.

The Contractor shall maintain a system repository of DLA Energy Into-Plane contract locations and contract related information as well as a directory of all merchants participating in the Open Market AIR Card® program. Data elements which shall be displayed for AIR Card® merchants/contractors are listed in the contract. Failure to display contract and non-contract required data elements on the FBO Locator due to Contractor data entry error or Contractor systems error shall be considered an event.

PERFORMANCE FACTOR 7 – Customer Service

Rating Description: The Customer Support Representatives shall expedite calls / inquiries and ensure resolution to customer and merchant issues and are completed satisfactorily to the customer and merchant.

Failure to provide customer service in accordance with the contract is considered an event.

Decrement Rating Criteria: Two (2) or more events rates Failure.

METHODS OF SURVEILLANCE (Not limited to the following):

1. Random Sample

2. Periodic Inspection

3. Customer Input

4. Monthly reports to include metrics

5. Program Management Office oversight

6. Review Contractor records

7. COR/Contracting oversight files and reviews

NOTE: Each “Failure” rating for each Performance Factor above, the contractor shall reimburse the US Government an additional 10% of the refund that corresponds to the quarterly refund period.