Addendum 0010 Quality Assurance Surveillance Plan.pdf

UNCLASSIFIED//FOR OFFICIAL USE ONLY

Army Enterprise Staff Management System Enterprise Task Management Software Solution

(ETMS2)

Quality Assurance Surveillance Plan

(QASP)

Version 1.0

April 14, 2020

THIS PAGE INTENTIONALLY LEFT BLANK

ETMS2 QASP Page i

DOCUMENT CHANGE HISTORY

Version Description of Change Author Date

1.0 Initial Document Christina

Wasikowski 04/14/2020

PREPARATION AND APPROVAL

Prepared By:

Christina Wasikowski 14 April 2020

Approved By:

14 April 2020 G.W. Burnside II, Product Lead, Army Enterprise Staff Management System

ETMS2 QASP Page ii

Table of Contents

1. Purpose

2. Scope

3. Roles & Responsibilities

3.1 Contracting Officer (KO)

3.2 Contracting Officer’s Representative (COR)

3.3 Contracting Officer’s Technical Representative (COTR)

4. Method of Surveillance

4.1 Periodic Assessments:

4.2 Customer Feedback

5. Performance Requirements and Assessments

6. Performance Reporting

7. Quality Assurance Surveillance File

8. Records

9. Changes

Appendix A Abbreviations and Acronyms ...................................................... A-1

List of Tables Table 4-1. Task Order Deliverables

ETMS2 QASP Page 1

1. Purpose This Quality Assurance Surveillance Plan (QASP) is a Government-developed document used to ensure that the Government receives quality products and related incidental services, and pays only for the products and services actually received and accepted.

The QASP defines the roles and responsibilities of its members and provides a systematic method to evaluate the Contractor’s performance during the execution of the Enterprise Task Management Software Solution contract.

2. Scope The role of Government Quality Assurance is to ensure contract standards are achieved.

The QASP is put in place to provide surveillance and oversight of the Contractor’s quality control efforts to ensure the software services are delivered on time and meet the requirements of the Performance Work Statement. The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract.

3. Roles & Responsibilities

3.1 Contracting Officer (KO)

A person duly appointed with the authority to enter into, administer, and terminate contracts on behalf of the Government. The KO is the only person who can legally commit the Government, and only the KO, as the Government’s agent, can modify the contract/order. The KO is the final authority for determining the adequacy of the Contractor’s performance. KO decisions arising under or relating to the contact are final.

3.2 Contracting Officer’s Representative (COR)

An individual designated in writing by the KO to perform specific technical and administrative functions within the scope and limitations of their written appointment (e.g., surveillance of Contractor’s performance, accept services). The COR is not empowered to make any contractual commitments or authorize any changes to the order/contract or in any way obligate additional funds by the Government; such authority rests solely with the KO.

3.3 Contracting Officer’s Technical Representative (COTR)

An individual designated in writing by the KO to perform specific technical functions within the scope and limitations of their written appointment (e.g., surveillance of Contractor’s performance, accept services). The COTR is not empowered to make any contractual commitments or authorize any changes to the order/contract or in any way obligate additional funds by the Government; such authority rests solely with the KO.

4. Method of Surveillance Simplified methods of surveillance will be used by the Government to evaluate contractor performance. The primary methods of surveillance are periodic reviews of reports and

ETMS2 QASP Page 2

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customer feedback. Additional methods of surveillance will be performed by attending meetings with AESMS customers.

4.1 Periodic Assessments:

The COR will evaluate Contractor performance under the basic contract by reviewing periodically (monthly, quarterly, etc.), the reports submitted by the contractor. During the operations and sustainment phase of this contract the COR will submit documentation to the Contracting Officer for any event that is reportable for requirements of a Letter of Concern (LOC).

4.2 Customer Feedback

Customer feedback is obtained Contractor Performance Assessment Reporting System (CPARS) review. The CPARS will be conducted by the Contracting Officer or designated to the Contracting Officer Representative (COR) in writing.

5. Performance Requirements and Assessments

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #1

The Contractor shall provide a Price Workbook

PWS Paragraph 9.1.1

Documents the Cost of licenses and services related to the solution priced by tiers of numbered users with rates for each contract year.

Deliverable to the COR via email.

Deliver during the post award conference, but NLT thirty

(30) days after contract award

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the number of hours of services that were not provided.

Negative Contractor Performance Assessment Reporting System (CPARS) report

PRS #2

The Contractor shall provide a Quality Control Plan

9.1.2

Documents the Task Order Quality Control processes and personnel.

email.

Deliver during the post award conference, but NLT thirty

(30) days after contract award

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the number of hours of services that were not provided.

Negative Contractor Performance Assessment Reporting System (CPARS) report

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Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #3

The Contractor shall provide a Transition Plan

9.1.3

MS Word Document detailing transition efforts.

MS Project Schedule with integrated work breakdown structure.

email.

No later than the five (5) days after contract award.

Contracting Officer’s Representati ve Review

100% Inspection

Failure to comply with established Performance Objective over and above the established Standard from Acceptable Quality Level (AQL) may result in reduction of payment equal to the applicable labor rate times the number of hours of services that were not provided.

Reporting System (CPARS) report

PRS #4

The Contractor shall provide a Management and Support Plan

9.1.4

Documents how security clearance requirements are met, and detail the process to recruit and retain a qualified and capable workforce.

Deliverable to the COR via email.

Deliver during the post award conference, but NLT fifteen

(15) days after contract award

COR

Review

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #5

The Contractor shall provide a Personnel Management

9.1.5

MS Word Document detailing rollup of weekly reports.

Report received by the COR not later than the 10th working day of the following month

COR Review

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

ETMS2 QASP Page 4

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #6

The Contractor shall provide a Monthly Progress Report

9.1.6

MS Word Document detailing rollup of weekly reports.

email.

Report received by the COR not later than the 10th working day of the following month

COR Review

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #7

The Contractor shall provide an in-progress review

9.1.7

Quarterly.

Deliverable to the COR via email.

Report received by the COR NLT the first Monday of each fiscal quarter (OCT, JAN, APR, JUL)

COR Reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #8

The Contractor shall provide a Technical Interchange Meeting (TIM) Agenda & Meeting minutes

9.1.8

Monthly TIM Agenda & minutes.

Report received by the COR NLT the 10th working day of the following month

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

ETMS2 QASP Page 5

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #9

Executive Level Project Status Brief

9.1.9

9.2.8

Ad hoc.

Deliverable to the COR via email.

Brief presented to GO/SES level upon request

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #10

The Contractor shall provide a Software Data Recovery

9.1.10

Documents the process on how to recover the task management software environment if a system restore is required.

Draft: Thirty

(30) days after contract award.

Final: Ninety

(90) days after contract award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #11

The Contractor shall provide a Help Desk Support Outline

9.1.11

Documents the services provided for Tier 2 & 3 Help Desk Support.

Draft: Thirty

(30) days after

Final: Ninety

(90) days after contract award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

ETMS2 QASP Page 6

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #12

The Contractor shall provide

AESD

Knowledge Articles

9.1.12

Provides AESD with Knowledge Articles to support providing ETMS2 users with Tier 0 and Tier 1 Help Desk Support.

email.

Initial: Ninety

(90) days after

Updates:

Fourteen (14) days after requested by Change Advisory Board

(CAB).

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #13

The Contractor shall provide a Quality Control Plan

9.1.13

Documents the Contractor’s Quality Control Measures to ensure contract requirements are provided as specified.

email.

Not later than fifteen (15) days after contract award.

Government provides input, review and accepts.

COR reviews.

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #14

The Contractor shall provide an Operational Security Standard Operating Procedure or

9.1.14

Documents the Government's critical information, why it needs to be protected, where it is located, who is responsible for it, and how to protect it.

email

Not Later than ninety (90) days after contract award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

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Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #15

The Contractor shall provide an Installation Guide

9.1.15

Documents step-by- step instructions for installing the solution.

email

Not Later than thirty (30) days after contract award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #16

The Contractor shall provide and System Administration Guide

9.1.16

Documents how to use the major features of the Task Management Software Solution.

email.

No later than the thirty (30) days after contract award.

Government reviews and accepts.

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Negative CPARS report

PRS #17

The Contractor shall provide an Infrastructure Design

9.1.17

Customer provides network diagrams, Integrator updates to reflect where the Task Management Software Solution fits.

email

Not later than five (5) days after completing Deployment Readiness Assessment

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the report.

ETMS2 QASP Page 8

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #18

The Contractor shall provide a Deployment Readiness Assessment

9.1.18

Details the findings from technical and functional discovery and assessment of customer readiness.

email

Not Later than ten (10) days after completing Deployment Readiness Assessment

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #19

The Contractor shall provide a Program Communicatio n Plan

9.1.19

Contains team member contacts and describes communicatio n methodology for project issues and information.

Deliverable COR via email.

Due not later than twenty

(20) days after contract award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #20

The Contractor shall provide a Periodic Progress

9.2.2

MS Word document detailing the past periods activities.

the Lead Organization al POC and

COR.

First 2 Months:

Due weekly, No later than the Tuesday following the previous week Subsequent Months:

Biweekly or Monthly based on agreed timeframe with AESMS and supported organization(s) due the Tuesday following the previous period

COR reviews

100% Inspection

Failure to comply with established Performance Objective over and above the established Standard from Acceptable Quality Level (AQL) may result in reduction of payment equal to the applicable labor rate times the number of hours of services that were not provided.

ETMS2 QASP Page 9

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #21

The Contractor shall provide a Periodic Status Meeting Agenda &

Minutes

9.2.3

Agenda: MS Word document outlining topics to be discussed Minutes: MS Word Document detailing

• The names of the participants

• Agenda items

• Calendar or due dates

• Actions or tasks

• Decisions made by the participants

• Record of the conversat ion

• Future decisions

Deliverable to the Lead Organizational POC and COR.

Deliverable to the Lead Organizational POC and COR

Agenda:

the not later than 24 hours prior to meeting start

Minutes: Due no later than 48 hours after meeting conclusion.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #22

The Contractor shall provide a Sustainment and Support Plan.

9.2.4

Documents the organizations and personnel responsible for maintaining and supporting the Task Management Software Solution products and user community during and after project implementation.

Deliverable to the Lead Organizational POC and COR.

Due not later than thirty (30) days after task order award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the number of hours of services

Negative CPARS report

ETMS2 QASP Page 10

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #23

The Contractor shall provide a Project Plan

9.2.5

MS Word document documenting quantifiable desired end state for each phase and MS Project 2013 Schedule with integrated work breakdown structure.

Organizational POC and COR.

Due not later than thirty (30) days after task order award.

Government provides input, review and accepts.

COR reviews.

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the number of hours of services that were not provided.

Negative Contractor Performance Assessment Reporting System (CPARS) report

PRS #24

The Contractor shall provide a Strategic Communicatio n Plan

9.2.6

Includes communication strategy, marketing information to users, and messaging from Sr. leaders.

Organizational POC and COR.

Contractor will provide a document template and input.

Government will create the document.

Governme nt accepts document template and input.

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #25

The Contractor shall provide a Training Plan

9.2.7

Documents how the user community will be trained on the Task Management Software Solution;

includes training best practices, schedule, and logistics includes training numbers to support user deployment checklist.

Due not later than fifteen (15) days after task order award.

Government provides input, review and accepts.

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

ETMS2 QASP Page 11

Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

Organizational POC and COR via email

PRS #26

The Contractor shall install a Task Management Software Solution for new organizations

4.1

Deploy custom URL and install all necessary software on both NIPRNet and SIPRNet.

New instances of the Task Management Software Solution will be operational not later than 15 days after task order award.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #27

The Contractor shall configure the Task Management Software Solution for new customers.

4.1

Task Management Software Solution will be configured according to each organization’s hierarchy and task management processes.

100% of configuration completed by

IOC.

Government provides input, review and accepts.

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #28

The Contractor shall provide Tier 3 Help Desk Support for all organizations

4.3

Tier 3 Help Desk support will be available to all organizations during each organizations’ normal business hours.

90% of help desk tickets solved within 24 hours of receipt.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

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Performance Objective

(Task / Deliverable)

Standard

Performance Threshold (This is the maximum error rate)

Method of Surveillance Remedies

PRS #29

The Contractor shall provide training for new organizations task management personnel.

4.4

Provide user level specific training.

90% of licensed users trained by

FOC.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #30

The Contractor shall achieve IOC for all new organizations.

10.1

Conduct all training, configurations and validation exercises within the timeframes specified within Table 10-1 for the organizations specified number of users.

No more than 10% schedule delay not including Government caused delays

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

PRS #31

The Contractor shall achieve FOC for all new organizations.

10.1

Conduct all training and configurations within the timeframes specified within Table 10-1 for the organizations specified number of users.

No more than 10% schedule delay, not including Government, caused delays.

COR reviews

100% Inspection

Failure to comply with established Performance Objectives over and above the established Standard from AQL may result in reduction of payment equal to the applicable labor rate times the

Reporting System (CPARS) report

Table 4-1. Task Order Deliverables

6. Performance Reporting The COR will determine whether the performance levels set forth in the Performance Work Statement have been attained by closely monitoring the Contractor’s performance.

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The COR will prepare the Interim Evaluation Reports based on performance monitoring requirements. The COR will also determine whether the Contractor has managed the contract effectively and efficiently, with successful and timely responses to cost and/or schedule deviations, special requests, technology updates, etc., and will confirm whether the Contractor has satisfactorily met all reporting requirements.

7. Quality Assurance Surveillance File The COR file should contain:

• Copy of the COR appointment letter from the KO, any changes to that letter, and any termination letters

• Training Certifications for COR

• Copy of the contract and all contract modifications

• Copy of the applicable QASP

• Copy of the contractor’s Quality Control Plan (QCP), if applicable

• All correspondence initiated by authorized representatives (Contractor or

Government) concerning performance under the contract

• Names, position titles, and contact information of all key personnel assigned to this contract both Government and Contractor

• Surveillance schedules

• Surveillance Checklists

• Records and results of all monthly/quarterly reports reviewed

• Customer Feedback

• Memoranda for record of minutes of any meeting, telephone conversations and discussions with the contractor or others pertaining to the contract or contract performance

• Documentation pertaining to acceptance of reports or data

8. Records All records will be retained for the life of this contract. The COR will forward these records to the KO upon completion of the contract.

9. Changes The QASP is a living document and, as such, may be changed as needed. However, the KO must approve changes. The COR will submit recommended changes to the KO for approval.

ETMS2 QASP Page A-1

Appendix A ABBREVIATIONS AND ACRONYMS AESMS Army Enterprise Staff Management System COR Contracting Officer’s Representative DAG Defense Acquisition Guidebook I&T Integration and Test M&A Measurement and Analysis O&M Operations and Maintenance PMBOK Project Management Book of Knowledge PMO Program Management Office SDLC Systems Development Life Cycle SE Systems Engineering SEP Systems Engineering Plan SME Subject Matter Expert TBD To Be Determined URL Uniform Resource Locator