Quality Assurance

SCI will deliver a Quality Assurance Plan that will establish the scope of quality control and assurance to begin at the onset of the project and extend through the life cycle of all tasks, products, and deliverables. Our quality control and assurance process shown in the figure below, begins by applying qualified and experience staff. We then develop and document a process, action plan, and a description of performance measures relevant to the specific task.

Quality Assurance Plan

Quality Assurance for each task will be tailored to ensure compliance to SCI’s internal guidelines as well as performance standards established for this project. Initial QA activities will encompass participation in developing and reviewing the deliverables identified in a given task order for services awarded to SCI. Particular attention will be paid to the initial training of employees on their respective applications and standard operating procedures. Following the transition period, Quality Assurance will perform formal and informal in-process reviews of task operations to ensure that approved procedures for escalations, communications, incident classification and reporting are being followed. Quality Assurance will also review the staffing plan and any future SLA performance reports to ensure that the SCI continues to provide the highest level of service to GSA client users. Observations and findings compiled during in-process reviews will be documented and tracked to resolution.

The SCI QASP Plan incorporates the Acceptance Criteria using the 100% inspection method specified in a representative, but typical Government Performance Metrics cited in the table below

Typical Government Performance Metrics

Indicator	Acceptance Criteria	Method of Surveillance	Incentive
Transition Plan	Revised and updated QASP shall conform to contract requirements, be complete in all respects, and be submitted within the required timeframe.	100% inspection of plan	Past performance reports commensurate with the quality of the deliverable and services provided.
Status Report	Timeliness and completeness of reports and 98% of services are satisfactory or better based on end-user feedback.	100% inspection based on reported data	Past performance reports commensurate with the quality of the deliverable and services provided.
Monthly Trouble Ticket Report	Timeliness, accuracy, and completeness of reports and demonstration of initiative by contractor personnel to resolve troubles in accordance with applicable procedures.	100% inspection based on reported data	Past performance reports commensurate with the quality of the deliverable and services provided.
Monthly Performance Data Report	Timeliness, accuracy, and completeness of reports and overall service level for the reporting period is satisfactory.	100% inspection based on reported data	Past performance reports commensurate with the quality of the deliverable and services provided.
Task Weekly Trouble Ticket Report	Timeliness, accuracy, and completeness of reports and demonstration by contractor of a high level of end user satisfaction.	100% inspection based on reported data	Past performance reports commensurate with the quality of the deliverable and services provided.
Task Weekly Performance Data Report	Timeliness, accuracy, and completeness of reports and overall service level for the reporting period is excellent.	100% inspection based on reported data	Past performance reports commensurate with the quality of the deliverable and services provided.

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