ITSS COR Surveillance Checklist.pdf
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- Attached to
- Information Technology (IT) Services and Support Federal contract opportunity
- Solicitation number
- W519TC-25-R-ITSS
About this file
This document is a Contracting Officer's Representative (COR) Surveillance Checklist for monitoring IBM's contract performance across multiple service areas. The checklist establishes Pass/Fail/N/A evaluation criteria linked to specific Performance Work Statement (PWS) sections, with designated surveillance methods for each requirement.
The contract encompasses six primary service areas under surveillance: Quality Control (PWS 1.8), Technical Management and Operations Center services (PWS 4.1.1 and 4.1.1.7), Staffing for software development and legacy application maintenance (PWS 4.1), Desktop Support Services including equipment upgrades and security patching (PWS 4.1.4.9), Contract Deliverables and program reporting (PWS 5.0), and Key Personnel staffing notifications (PWS 6.0). Surveillance methods include 100% Inspection, Customer Feedback/Complaints, Periodic Inspection of Quality Control, and Random Inspection of Technical Infrastructure Management. Specific evaluation requirements address contractor performance on positive business relations, customer satisfaction, timely communications, Service Desk operations, database documentation accuracy, on-schedule deliverables, accurate reporting, Key Personnel replacement notifications within 15 calendar days, desktop/laptop upgrades and installations, workstation troubleshooting, 20% equipment refresh compliance with ALTESS desktop procedures, DoD security regulation compliance, adequate staffing levels, and position-fill timelines of 60 days. The checklist provides a structured framework for the COR to document contractor compliance with contractual obligations across technical, operational, and administrative dimensions.
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Text version
Contract Reference
PASS FAIL N/A Method of Surveillance Comments
PWS 1.8 Customer Feedback /
Complaints, Periodic
Inspection of Quality Control
PWS 4.1.1 Customer Feedback /
Complaints, Random
Inspection of Technical
Infrastructure Management
PWS 4.1.1.7
100% Inspection
COR Surveillance Checklist
Meeting Contract Requirements
Contractor: IBM
Contract Number: TBD
Service Provided:
Date:
COR Name: TBD
Requirement
Technical Management - Did the contractor provide positive business relations, customer satisfaction and timely and open communications while supporting services entailing the administration, operation and sustainment of the network, storage and compute resources?
Operations Center - Did the contractor provide - Service Desk operations, quick evaluation of customer's needs - methodically and accurately document databases accordingly to documented
Quality Control - Did the contractor provide consistent delivery of high quality deliverables and services provided on schedule and in accordance with the PWS?
PWS 4.1
100% Inspection, Customer Feedback / Complaints
PWS 4.1.4.9
100% Inspection
PWS 5.0
100% Inspection, Customer
PWS 6.0
100% Inspection, Customer
ACQUISITION SENSITIVE
Contract Deliverables: Did the contractor provide deliverables and services on schedule and provide accurate and timely program reporting?
Did the contractor immediately notify the COR in writing of any potential vacancies and submit resume(s) of replacement Key Personnel withing 15 calendar days?
Desktop Support Services - Did the contractor provide Perform desktop/Laptop upgrades, new desktop setup/installations and / or replacement of workstations and peripherals;
troubleshoot analysis, diagnosis, and resolution of workstation and peripheral problems IAW standard configurations, perform a 20% refresh of all desktop equipment IAW the ALTESS desktop SOP, apply desktop sustainment patches and upgrades to meet all DoD security regulations
Staffing and support software development, operation, and legacy application maintenance projects - Did the contractor provide adequate staffing to complete requirement? Were all staffing positions filled ithi 60 d ? Did th C t t id
Sheet1
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