SWHARC16R0004_-_Appendix_A_-_16_Feb_2016.pdf

SWHARC16R0004

APPENDIX A

PERFORMANCE WORK STATEMENT

16 FEB 2016

PERFORMANCE WORK STATEMENT

SETEC Information Technology and Communications Infrastructure Project

DATE: February 16, 2016

1. GENERAL

The Contractor shall provide all labor, services, materials, equipment, transportation, supervision, and all requirements necessary to accomplish the efforts described in this Performance Work Statement (PWS).

2. BACKGROUND

The Government of Mexico and SETEC have requested support from the Government of the United States to enhance its capability to perform Oral Trials for its procurement of justice in Mexico. This project is undertaken as part of the US- Mexico action plan for projects of mutual interest. SETEC’s primary focus is to ensure that the new constitutional mandate, moving Mexico from the Inquisitorial legal system to the Accusatorial legal system, is deployed throughout the Mexican Republic. Under these circumstances, Oral Trials Courtrooms are being modified and constructed throughout Mexico. SETEC will require assistance in order to equip Courthouse locations with information technology and communications infrastructure. The infrastructure will provide a platform for judicial processes to be executed in an effective and efficient manner.

3. OBJECTIVE

The objective of this project is to deploy an information technology and communications platform that will allow each courthouse location to operate effectively, efficiently and independently in support of required judicial processes.

4. SCOPE

The Contractor shall provide all required equipment, software, and services necessary to accomplish the objectives of this contract. In general terms, the contractor shall:

• Procure, deliver, inventory, install, integrate, and test all hardware, software, and associated equipment necessary to meet the objectives of this contract;

• Provide complete system documentation;

• Provide end-user and system administrator training; and

• Provide necessary Project Management services for the duration of the project.

5. APPLICABLE DOCUMENTS.

Appendix A.1. - Model Courthouse

Appendix A.2. – SETEC High Level Network Diagram Appendix A.3. – List of Equipment

6. ACRONYMS

• CO: Contracting Officer

• COR: Contracting Officer’s Representative

• DOS: U.S. Department of State

• DOS-INL: U.S. Department of State, International Narcotics and Law Enforcement

• SETEC: Secretaria Técnica del Consejo de Coordinación para Implementación del

Sistema de Justicia Penal

• GTM: Government Technical Monitor

• GOM: Government of Mexico

7. PERIOD OF PERFORMANCE OR DELIVERY DATE

All work must be completed no later than 360 calendar days from date of contract award.

Warranty period for each site shall start immediately upon written COR acceptance of the site and shall continue for at least 3 years thereafter.

8. PLACE OF PERFORMANCE. Work under this contract shall take place at the following locations throughout Mexico.1

I. Distribution of Equipment

Requirements and Distribution by State1

Entity Operator Kit 1 (Desktop Computing)

Kit 2 (Database and Processing) Kit 3 (Security) Kit 4

(Communications)

Aguascalientes

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X X X X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ X

Baja California

Defensoría Pública ✓ X X X

Secretaría de Seguridad Pública ✓ X X X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ X

Baja California Sur

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

Campeche Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

Chiapas

Defensoría Pública ✓ X X ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ X X X

Chihuahua

Defensoría Pública ✓ X X ✓

Secretaría de Seguridad Pública X ✓ X X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

Coahuila

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X ✓

Colima

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública ✓ ✓ ✓ X

Procuraduría General de Justicia ✓ ✓ ✓ X

Poder Judicial ✓ ✓ ✓ X

Requirements and Distribution by State

Entity Operator Kit 1 (Desktop Computing)

Kit 2 (Database and Processing) Kit 3 (Security) Kit 4

(Communications)

Distrito Federal

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública X X X X

Procuraduría General de Justicia ✓ ✓ ✓ X

Poder Judicial ✓ ✓ X X

Durango

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Estado de México

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Guanajuato Defensoría Pública ✓ ✓ ✓ ✓

Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Defensoría Pública ✓ ✓ ✓ ✓

Guerrero Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Hidalgo

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X X X X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

Jalisco

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Michoacán

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Morelos

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X X X ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ X

Requirements and Distribution by State

Entity Operator Kit 1 (Desktop Computing)

Kit 2 (Database and Processing) Kit 3 (Security) Kit 4

(Communications)

Nayarit

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Nuevo León

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X X

Oaxaca

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X X X ✓

Puebla

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública ✓ ✓ ✓ X

Procuraduría General de Justicia ✓ ✓ ✓ X

Poder Judicial X X X X

Querétaro

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública X X X X

Procuraduría General de Justicia ✓ ✓ ✓ X

Poder Judicial ✓ ✓ ✓ X

Quintana Roo

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X X ✓ X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

San Luis Potosí

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X ✓ ✓ X

Sinaloa

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X ✓ ✓ ✓

Requirements and Distribution by State

Entity Operator Kit 1 (Desktop Computing)

Kit 2 (Database and Processing) Kit 3 (Security) Kit 4

(Communications)

Sonora

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ X

Tabasco Defensoría Pública ✓ X X X

Seguridad Pública ✓ X X X

Procuraduría General de Justicia X X X X

Poder Judicial ✓ X X X

Tamaulipas

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

Tlaxcala

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ X

Procuraduría General de Justicia ✓ X X ✓

Poder Judicial X X ✓ X

Veracruz

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública ✓ ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial X ✓ ✓ ✓

Yucatán

Defensoría Pública ✓ ✓ ✓ ✓

Secretaría de Seguridad Pública X ✓ ✓ ✓

Procuraduría General de Justicia ✓ ✓ ✓ X

Poder Judicial ✓ ✓ ✓ ✓

Zacatecas

Defensoría Pública ✓ ✓ ✓ X

Secretaría de Seguridad Pública X X ✓ X

Procuraduría General de Justicia ✓ ✓ ✓ ✓

Poder Judicial ✓ ✓ ✓ ✓

1 Locations are subject to change based on site availability.

9. DATA DELIVERABLES / REPORTS

9.1. The Government shall have up to ten (10) business days, unless specifically denoted below or extended by notification, to review each deliverable product and provide oral and written comments. The Contractor shall review and incorporate comments or implement directed changes, after discussion or clarification with the designated contracting officer representative (COR), and, if necessary, submit a final version of the product no later than ten (10) business days thereafter.

Total 100 100 100 80

9.2. All documentation and reports shall be delivered in electronic format. All documentation and reports developed or provided by the contractor shall become the property of the U.S.

Government.

9.3. All deliverables, including attachments, shall comply with the data right clauses incorporated in the contract. The Government will reject all deliverables containing markings contradicting said clauses.

9.4. All deliverables shall include a cover page incorporating the following information:

• Deliverable name and number

• Contract number

• Project title

• Date of submission

• Document version number

• Contractor’s name

9.5. Deliverables longer than 5 pages shall include a table of contents. All Attachments shall include the attachment number, deliverable name and number, and contract number.

Deliverable (Required Language)

Reference Due Date Frequency Distribution

D01 – Evidence of Required Defense Base Act (DBA) Insurance

Refer to

FAR /

DOSAR

clauses requiring

DBA

insurance

Prior to commencing performance overseas

As Needed CO, COR, GTM

D02 – Project Management Plan (English)

11.1.1. No later than 15 days

after award

Updated as required

CO, COR, GTM

D03 – Weekly Project Report (English)

11.1.2. Reporting to start no

later than 15 days after award

Weekly for the duration of the project

COR, GTM

D04 – Monthly Progress Review Meeting, Agenda, and Minutes (English and Spanish)

11.1.3. Reporting to start no

later than 30 days after award

Monthly for the duration of the project

CO, COR, GTM,

SETEC

D05 – Bill Of Materials (English and Spanish)

11.2.1. No later than 15 days

prior to delivery of equipment and software

Once CO, COR, GTM, SETEC

D06 – Pre-Installation Site Inspection Report

11.2.3. As Required One Report

per Site

CO, COR, GTM

9.6. The contractor shall distribute the documents identified in the table below to the following individuals:

-COR: Email address will be identified at time of award -GTM: Email address will be identified at time of award -SETEC: Email address will be identified at time of award -CO: FernandezJM@state.gov

10. PERFORMANCE REQUIREMENTS

10.1. Project Management. The Contractor shall provide project management services to ensure all services are accomplished in accordance with contract requirements and performed in a timely manner.

10.1.1. Project Management Plan. The contractor shall provide a Project Management Plan (PMP) in Microsoft Word format, and a Microsoft Project 2007 project file. The project management plan shall include a detailed representation of tasks, and required subtasks, to be performed (cross-referenced to the requirements of this PWS and the contractor’s technical proposal) for timely completion of the project. The plan shall define in detail all project milestones and associated completion schedules. Particular attention shall be placed on identifying interdependencies between tasks, importation requirements and processes, and identifying milestones dependent upon successful interaction amongst parties. The PMP shall include, at a minimum, the following management plans:

• Requirements Management Plan: This plan shall identify in detail how planning, tracking, and reporting of requirements activities will occur; how changes to requirements will be requested, tracked, and analyzed; how requirements will be prioritized; what metrics will be used to trace project requirements; and a requirements traceability matrix, which shall include at least: Unique ID, description of requirement, objective, priority, accepted/denied, and status.

• Scope Management Plan: This plan shall identify:

O Project scope description: Shall have the characteristics of the product, service, or result of the project.

o Project Acceptance Criteria: Shall identify the processes and criteria that will be

D07 – Testing Plan 11.2.6. No later than 45 days after award and prior to commencing installation

Once CO, COR, GTM, SETEC

D08 – Project Closeout Documentation (English and Spanish)

11.5. No later than 360

days after receipt of award

Once CO, COR, GTM, SETEC

D09 - Monthly Synopsis of Customer Complaints and Actions Taken (English)

12.1.4.2.

Reporting to start no later than 30 days after award

Monthly

COR, GTM

mailto:FernandezJM@state.gov used to determine whether project deliverables are acceptable and satisfactory o Project Deliverables: Shall identify measurable outcomes, results, or specific items that must be produced to consider the project completed. Deliverables shall be identified in a specific and verifiable manner.

o Project Exclusions: Shall identify items not included within the scope of the project.

o Project Constraints: Shall identify activities that may restrict the actions of the project. This sections shall identify, time, scope, quality, schedule, resource, technology, and directive (management and political) constraints.

o Project Assumptions: Shall identify tasks believed to be true.

• Approval Requirements: Shall define and identify the requirements that must be met in order for project approval.

• Work Breakdown Structure: The WBS shall identify major deliverables, and subprojects into smaller units of work, or work-packages. Each work-package shall reliably identify cost, resource, and schedule estimates and have a unique identifier.

• Procurement Management Plan: This plan shall identify the equipment and services required for project final acceptance. This plan shall include the methodology of procuring equipment and services, importation process, IVA invoicing procedures for local purchases, and the procurement schedule. This plan shall also include equipment and services selection criteria, which shall clearly identify the methods used to identify the best value to the USG. Prior approval and coordination with the CO and COR shall be required before equipment procurement.

• Quality Control Plan: This plan shall identify the criteria for gauging project activity and deliverable quality. This plan shall be coordinated with GOM and INL GTM for stakeholder expectations. This plan shall include quality metrics, quality checklists, process improvement plan, and a quality baseline. Plan must adhere to the requirements of section 12.1 of this PWS.

• Closeout Plan: The contractor shall provide a communications plan, which shall provide at the minimum: Final invoice procedures, project acceptance documentation, contract closeout documentation, project operational status certificate, and project closeout briefing.

10.1.2. Weekly Project Report. The contractor shall provide weekly project reports on activities completed, pending action items, and activities planned for the following week on each Friday during the duration of the project. The Weekly Project Report shall be structured in such a way to permit cross-reference to the PWS and contractor’s proposal, and shall include at the minimum the following sections:

• Document Control Section. Shall include document number, contract number, date, and project name.

• Report Details. Preparer, delivery date, and distribution list.

• Directory of Project Stakeholders. Shall include name, phone number, agency, e-mail address, and title.

• Activity Tracking. Shall include a milestone chart of current and projected activities; and status.

• Technical Progress Section. This section shall compare actual to planned performance and indicate the progress made in accomplishing each contract task. The report shall include relevant details for assessing the status of performance, i.e., a brief, factual summary description of the technical progress made. The section shall identify any unforeseen technical difficulties, which may threaten on-time completion of the contract.

The section shall indicate the specific task that is not progressing according to plan; the reasons for the difficulty; and specific recommendations for remedial action.

• Travel Section. Shall include travel plan, status, and required dependencies with communication planning section (e.g. Travel plan shall be coordinated with COR and GOM before action is taken). Shall define dates, location, and personnel travelling.

• Invoice Notification. Shall include a notification of invoice submission, which shall include at the minimum: invoice amount, invoice number, and date.

• Communication Section. Merida Initiative projects require timely communication and approvals between Contractor, INL COR, Contracting Officer, and GOM. The Contractor shall include a communication section, which shall specify the required communication, notification, or approval; required approval request date, and pertinent documentation.

10.1.3. Monthly Progress Review Meetings. The contractor shall arrange and conduct monthly progress review meetings at a location to be determined with the representatives of SETEC and the USG. The contractor shall develop a proposed meeting agenda. After obtaining COR approval of the proposed agenda, the contractor shall distribute to all participants a copy of the agenda and any other documentation to be used during the in-person or teleconference meeting. The approved agenda and documentation shall be distributed by the contractor at least five (5) business days before the scheduled meeting. The contractor shall record meeting minutes and distribute via e-mail within two (2) business days of holding the meeting.

10.2. Provision, Delivery, Inventory, Installation, Integration and Testing of Hardware, Software, and Associated Equipment.

10.2.1. The Contractor shall provide all required hardware, software, and miscellaneous items described in Appendix A.3. By submission of an offer, the contractor warrants that all equipment listed in A.3 is compatible. See Appendix A.3 for a detailed list of hardware and software requirements and associated distribution.

*All equipment listed in Appendix A.3 will be configured within a LAN environment; all other onsite configuration (i.e. Domain, DHCP, policies, etc.) will be detailed at each pre-installation site visit. The Government may also consider alternate software licensing arrangements providing coverage for at least the identified number of users.

The contractor shall acquire and install new equipment only; no grey market or refurbished products. Items must be in original packaging, never used, and not altered in any way.

Components of the requested equipment, to include memory, must be manufacturer-approved and may not be compatible, remanufactured, or refurbished equipment. All items must be covered by manufacturer’s warranty and procured through a manufacturer approved distribution channel.

All software shall be licensed originally to SETEC as the original licensee authorized to use the software. Contractor shall, upon request, provide the Contracting Officer with a copy of the End User License Agreement.

The Contractor shall provide a comprehensive Bill of Material for all hardware and software delivered under the contract. The list shall include: Item Description, Name of Manufacturer, Model Number, Serial Numbers, Delivered Quantity, Unit Price, Extended Price, and Warranty Expiration Date.

10.2.2. The Contractor shall conduct a pre-installation site inspection at each courthouse location to ensure the location is ready for equipment delivery and installation. The Contractor shall provide a report detailing the condition of each courthouse. If the location is not prepared for equipment delivery and installation, the contractor shall provide a list of items that must be rectified by SETEC prior to delivery and installation.

10.2.3. The Contractor shall coordinate all deliveries and installation services with GTM and SETEC at least 15 calendar days prior to commencing work onsite. No equipment shall be delivered and no labor shall be dispatched until written confirmation has been obtained from the GTM that the location is ready for work to commence. The contractor shall complete a full inventory of all hardware, software, and equipment delivered to the site prior to installation. INL and SETEC personnel must be present during inventory.

10.2.4. The Contractor shall install and integrate all hardware, software, and equipment at the courthouse locations identified in Section 8 of this PWS in accordance with OEM recommended specifications and installation instructions. All services shall be performed in Spanish.

10.2.5. Upon completion of installation and integration at each location, the contractor shall perform operational capability testing to ensure compliance with all contract requirements and proper operation of all hardware and software. Upon successful completion of required testing the Contractor shall provide the COR and GTM a complete inventory of all items delivered and installed at each location and the results of the operational capability tests. Final inspection and acceptance by the DOS shall take place at the courthouse locations identified in Section 8 of this

PWS.

The contractor shall deliver a testing plan for Government review and approval. All testing shall be conducted in accordance with the approved testing plan.

10.3. Training. The contractor shall provide training for GOM personnel after operational status of equipment and software has been achieved. Training shall take place upon completion of each site and will be limited to 10 GOM employees per location. The training classes shall be conducted in Spanish and all training materials shall be provided in Spanish, when available from the equipment manufacturer. The training shall cover system operation, administration, and maintenance.

10.4. Warranty. The Contractor shall provide local onsite warranty and maintenance on all hardware and software components for a period of at least 3 years. The warranty period shall commence upon COR acceptance of each courthouse location.

The contractor shall also provide all software updates and patches that are released by the manufacturer for the duration of the warranty period.

All services under the warranty shall be performed in Spanish. The warranty shall supply phone support, onsite component replacement and/or problem resolution meeting the following standards.

Minimum Standards for Warranty Services

Level of Severity Type of Error Corrective Action

Critical (Failure): System Crash, Key/Critical functionality failure or inoperable, lack or loss of systems (i.e.

server down, switch inoperable)

30 Minute Phone Response 6 Hour Restore 3 Business Day Rectify

Critical (Non-Failure): System glitch that does not result in erroneous system functionality. Non-critical hardware/software component that does not function and there is no workaround.

30 Minute Phone Response 24 Hour Restore 5 Business Day Rectify

Minor: System/Application is not functioning efficiently but functions within tolerance according to specifications. Some loss of functionality to major or minor components of hardware/application, but acceptable workaround exists (i.e.

PC inoperable, printer inoperable)

30 Minute Phone Response 48 Hour Restore 15 Business Day Rectify

Cosmetic: A nice to have; no effect on user performance, system, or design (i.e. incorrect color screen, different graphic)

30 Minute Phone Response 5 business Day Response 30 Business Day Rectify

All response times are during normal local business hours and do not include travel time to and from the affected site if required.

10.5. Project Closeout. The contractor shall provide complete documentation for all hardware and software delivered under this contract. At a minimum, the closeout documentation must include:

• Installation diagrams detailing cable layouts, rack locations and installed equipment for the system.

• Equipment configurations and schematic wiring plans.

• Manufacturer user and administration manual of all hardware and software.

• Description of training provided and attendance information for GOM personnel.

• Results of Operational Capability tests.

• Equipment and software warranty documentation. Documentation shall include an explanation of coverage, the process to obtain warranty service, and all applicable manufacturer/distributor contact information.

• Project Completion Certificate signed by COR, SETEC Principal Project Officer, and the Contractor Representative.

11. QUALITY ASSURANCE

11.1. Quality Control Plan. The Contractor shall establish a quality control program/plan that shall be submitted as a part of its comprehensive Project Management Plan. The Contractor shall implement and adhere to the approved quality control program/plan when performance begins, and throughout the performance period. The Contractor shall provide the Contracting Officer updates of the quality control plan as changes occur. As a minimum, the quality control plan shall include the following:

11.1.1. An inspection system covering all services required by the contract. It shall specify the services to be inspected on both a scheduled or unscheduled basis, how often inspections will be accomplished, and the tasks of the individuals who will perform the inspections.

11.1.2. A method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable.

11.1.3. A method of documenting and enforcing quality control operations.

11.1.4. A customer complaint program. The program shall include:

11.1.4.1. A way for customers to report complaints, deficiencies, and noncompliance with the terms and conditions of the contract. The medium chosen by the Contractor shall be easily accessed by SETEC personnel.

11.1.4.2. A description of the manner in which the Contractor shall promptly investigate any customer complaint and respond to the customer. The Contractor shall forward a monthly synopsis of complaints received and actions taken to the COR not later than 5 days after the end of each month.

11.2. Quality Control Records. Records of all inspections conducted by the Contractor and necessary corrective actions taken shall be maintained by the Contractor. The Contractor shall make these documents available to the Government throughout the term of this contract.

11.3. This Quality Assurance and Surveillance Plan (QASP) is designed to provide an effective surveillance method to promote effective Contractor performance. The QASP provides a method for the COR to monitor Contractor performance, and advise the Contracting Officer of unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to conduct quality assurance to ensure that contract standards are achieved.

Performance Objective

Standard and Acceptable Quality Level (Maximum allowable deviation)

Incentive/ Disincentive

Calculation

Performs all services set forth in the performance work statement

(PWS).

All required work is properly performed and no more than one (1) customer complaint is received per month.

Negative Incentive:

Low rating in CPARS; appropriate action under the inspection and termination clauses of the contract.

Performance: number of valid written complaints during the month.

Deliverables and reports are high quality, complete, and timely.

Deliverables and reports are written clearly and concisely, comply with all contract requirements, and are professionally sound.

Deliverables and reports are timely distributed to all parties identified in the contract.

Spell and grammar checks are accomplished on all deliverables.

No deliverables or reports are submitted late.

No more than three (3) deliverables require resubmission during the entire contract period of performance.

Negative Incentive:

Low rating in CPARS; appropriate action under the inspection or termination clauses of the contract.

Number of deliverables or reports that are either untimely or not in accordance with purchase order requirements.

Warranty Minimum Performance Standards in Section 10.4 are adhered to: Level 1 – 100% of all incidents are handled according to the required timeframes.

Level 2, 3, and 4 – 95% of all incidents are handled according to the required timeframes.

Negative Incentive:

Low rating in CPARS; appropriate action under the inspection or termination clauses of the contract.

Number of incidents resolved to customer’s satisfaction / number of validated incidents reported.

11.4. Surveillance. The INL COR will receive and document all complaints from Government personnel regarding the services provided. If appropriate, the INL COR will send the complaints to the Contracting Officer for transmittal to the Contractor for corrective action.

11.5. Standard. Acceptable performance standards are as described in the table above.

11.6 Procedures

11.6.1. If any personnel observe unacceptable services, either incomplete work or required services not being performed, they should immediately contact the COR.

11.6.2. The COR will complete appropriate documentation to record the complaint.

11.6.3. If the COR determines the complaint is invalid, the COR will advise the complainant. The COR will retain the annotated copy of the written complaint for his/her files.

11.6.4. If the COR determines the complaint is valid, the COR will inform the Contracting Officer who will contact the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The Contracting Officer shall determine how much time is reasonable.

11.6.5. The Contracting Officer shall, as a minimum, notify the Contractor by email of any valid complaints.

11.6.6. If the Contractor disagrees with the complaint and challenges the validity of the complaint, the Contractor shall notify the Contracting Officer. The Contracting Officer will review the matter to determine the validity of the complaint.

11.6.7. The Contracting Officer will consider complaints as resolved unless notified otherwise by the complainant.

11.6.8. Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period, the COR will contact the Contracting Officer for appropriate action under the Inspection clause.

11.6.9. If the contractor fails to meet the performance standard, the Government reserves the right to take action under the Inspection clause, including a deduction from the invoice.

Appendix A - Rev. 05 - 02_16_2016