A03_QASP_TAMIS.docx

TAMIS

Quality Assurance Surveillance Plan (QASP)

February 04, 2019

1. Purpose

This Quality Assurance Surveillance Plan (QASP) describes the Government’s systematic method for evaluation of Contractor performance during the execution of the TAMIS Contract. For the surveillance of the Contractor’s performance during the execution of Contract this QASP describes:

a. The aspects of Contractor performance that will be surveyed (i.e., what will be monitored);

b. The methods used to survey performance (i.e. how monitoring will occur);

c. The personnel responsible for surveying performance (i.e. who will monitor); and

d. The documentation and reporting of surveillance results (i.e., how monitoring process and results will be documented).

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created under the premise that the Contractor is responsible for management and quality control actions to meet the terms of the Contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating the Contractor’s performance against Contract requirements. Accordingly, this QASP recognizes that unforeseen and uncontrollable situations may occur but also expects Contractor compliance with its Proposal commitments and achievement of performance objectives described in the Contract.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall always coordinate such changes with the contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials implementing surveillance activities.

2. Performance Management Strategy

The Performance Management Strategy for this Contract is a critical input into the formation of the Quality Assurance Surveillance Plan (QASP). The goal of the Performance Management Strategy is to maximize the performance of the Contractor; the QASP provides the mechanism and processes (the “surveillance”) for doing so.

The Performance Management Strategy provides the framework through which measurement of the many dimensions of performance are balanced and evaluated. The results of the Quality Assurance Surveillance Plan efforts are used to provide (1) an understanding of current Contractor performance and performance trends and (2) drive improvements in Contractor performance.

Performance will be measured in a variety of ways and across a variety of performance areas:

· End User Customer Support – Contractor performance in the areas of (1) Inbound Call Performance, (2) Basic Service Desk Performance, (3) Service Desk Response Time

· Customer Satisfaction (End Users) – Contractor performance using transactional and annual measures

· Technical:

· Contractor performance in the areas of Availability, Service Response Time, Restoration of Service

· Contractor performance in the areas of (1) Back-up and Restore, (2) Replication, (3) Application Performance

· Contractor performance in the area of Hardware Break-fix

· Security – in the areas of Intrusion Detection and Prevention, IAVA Response, Anti-Virus, and SPAM Prevention

· Quality of Deliverables and Work Products

· Cost and Schedule Performance

Other Third Party Contractors

· TBD

Within the framework of the QASP Other Third Party Contractors are responsible for:

1. Providing periodic and ad hoc feedback on Contractor performance and quality related to their Contract scope; and

2. Providing feedback on the quality of their interface with the Contractor.

3. Methods of Performance and Quality Surveillance

Various methods exist and will be utilized to monitor Contractor performance. The Contract Quality Surveillance team and COTR (as the primary surveillance parties) shall use the surveillance methods listed below in the implementation of this QASP. The use of these methods relative to each area of surveillance is described in Section 8.

a. Direct Observation

· Can be performed periodically or through 100% surveillance.

b. Management Information and Reporting Systems

· Evaluates outputs through the use of management information and other reports.

· Best used for general surveillance and may need to be supplemented by periodic inspections.

c. Periodic Inspection

· Uses a comprehensive evaluation of selected outputs.

· Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.

d. Customer Survey

· Combines elements of validated user complaints and random sampling. Random survey is conducted to solicit user satisfaction.

· Appropriate for high quantity activities that have historically been satisfactory.

· May also generate periodic and 100% inspections.

e. Validated User/Customer Complaints

· Relies on the user of the service to identify deficiencies.

· Complaints are then investigated and validated.

· Highly applicable to services provided in quantity and where quality is highly subjective.

f. 100% Inspection

· Evaluates all outputs.

· Most applicable to small quantity, but highly important services.

· May be used where there are written deliverables and stringent requirements such as tasks required by law, safety, or security.

g. Periodic Sampling

· Variation of random sampling.

· However, sample is only taken when a deficiency is suspected.

· Good follow-up to MIS analysis.

· Sample results are applicable only for the specific work inspected.

· Since sample is not entirely random, it cannot be applied to total activity performance.

h. Random Sampling

· Designed to evaluate the outputs of the award requirement by randomly selecting and inspecting a statistically significant sample.

· Highly recommended for large quantity repetitive activities with objective and measurable quality attributes.

NUMERICAL

· Various numerical scales appropriate to the Technical Performance areas (e.g., percent availability, response time in seconds, handle time in seconds, latency in milliseconds, etc.)

EARNED VALUE

· Primarily Cost Performance Indices (CPI), Schedule Performance Indices (SPI), Schedule Variance (SV), Cost Variance (CV)

4. Performance and Quality Dimensions for Surveillance

Note: For many dimensions, the specific “Standard / Acceptable Quality Level and “Periodicity” are defined in a separate series of Performance Measure Definitions on pages 8-10.

Customer Satisfaction

TAMIS Performance Measurement Definitions

Scope Area: End User Customer Support Measurement Area Inbound Call Performance and Basic Service Desk Performance

Performance Measure Description: First Contact Resolution of End User inquiries where the denominator is all calls and email contact.

Service Performance Measures

Scope Area: Technical Technical Performance: (1) Availability, (2) Service Response Time, (3) Restoration of Service

Scope Area 1: Technical

Performance Measure Description: Availability

GCDS analytics reported monthly

Service Performance Measures the percentage of requests of the base page or object being tested that completed successfully, with no errors.

· For full pages, this includes tests where there were no errors in the base page.

· For objects, this includes tests where there were no errors downloading the object.

Scope Area 2: Technical

Performance Measure Description: Service Response Time

Service Performance Measures

Akamai Service Performance Measurement displays the standard time taken by a web site to respond with no errors in the base page.

GCDS analytics reported monthly

Scope Area 3: Technical

Performance Measure Description: Restoration of Service

Service Performance Measures

Scope Area: Security Measurement Area: Response to patch updates and other security notifications

Service Performance Measures reported by ITA authority directly to Government PM