QASP.pdf

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TABLE OF CONTENTS

Quality Assurance Surveillance Plan (QASP)

DIABETES CASE MANAGER/GPRA SERVICES

Page

1.0 Introduction 2

2.0 Method of Surveillance 2

3.0 Roles and Responsibilities 3

4.0 Surveillance 3

5.0 Standards 4

6.0 Procedures 5

7.0 Contract Performance Evaluation 5

Tab 1 Customer Evaluation Form 7 Tab 2 Nonconforming Deliverables 8

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Quality Assurance Surveillance Plan (QASP)

1.0 Introduction

1.1 Since this is a performance-based contract, the Government must effectively validate in a timely manner the performance of the Contractor in meeting the services required. This QASP provides a systematic surveillance method for the services, and describes the methodology by which the Contractor’s performance will be monitored.

1.2 The principal focus of the surveillance system is the Contractor’s performance of the indicators identified in the Performance Based Work Statement (PBWS).

1.3 All work performed under this Contract will comply with this Quality Assurance Surveillance Plan (QASP).

1.4 For the purpose of this plan, Indian Health Service/California Area Office

(IHS/CAO) considers the FAR Clause 52.212-4(a), Contract Terms and Conditions, to meet the FAR Part 37.601 criteria for establishing a procedure for reduction of price or fee of a contract. The Government may request re-performance in lieu of a monetary deduction.

1.5 The QASP:

1.5.1 Identifies the services and products that will be measured.

1.5.2 Establishes the specific standards of performance for each required output.

1.5.3 Establishes the responsibilities for performing the measurement.

1.5.4 Defines the Government role in overseeing the performance.

1.5.5 Provides for feedback to the Contractor regarding quality, quantity, and timeliness of the service outputs.

1.5.6 Establishes timeframes for communicating performance improvements.

2.0 Methods of Surveillance

2.1 The PBWS lists the services to be monitored and the standards to be applied.

2.2 This QASP is based on the premise the government desires to maintain a quality standard for diabetes data/case management services.

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2.3 The Contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance to ensure contract standards are achieved.

2.4 In this contract the Contractor’s quality control program is the basis for service quality. The Contractor is required to only deliver diabetes data/case management service that conforms to the requirements of the contract.

3.0 Roles and Responsibilities

3.1 It is the Contractor’s primary responsibility to ensure all contract requirements meet required quality levels. The Government shall ensure this responsibility has been met before payment is made to the Contractor. The primary Government team members are the Contracting Officer’s Representative (COR) and the Contracting Officer (CO).

3.1.1 The Contracting Officer has the overall responsibility for overseeing the

Contractor’s performance. The CO will be responsible for monitoring the contractor’s performance in the areas of contract compliance, contract administration, and the resolution of all issues relative to the language of the contract.

3.1.2 The COR is responsible for direct monitoring, assessing, recording, and reporting on the technical performance of the contractor. The COR will have primary responsibility for signing off on all invoices and documenting the inspection and evaluation of the Contractor’s performance.

3.1.3 The COR will work closely with patients, IHS/CAO staff, and the

Contractor to ensure good communication and resolve any problems not requiring the CO’s authority.

4.0 Surveillance

The COR will evaluate the performance objectives through monthly reports submitted from the contractor to the Contracting Officer Representative (COR). The COR will make periodic visits to view the Contractor’s performance. The COR will also use customer evaluation forms to evaluate the contractor’s performance. See Tab 1 for a copy of the Customer Evaluation Form.

The COR may develop a local form to record both outstanding and deficient performance.

4.1 The following information will be included:

4.1.1 Contract paragraph number referencing the requirement

4.1.2 Short description of the requirement under surveillance

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4.1.3 Date, time, and location of surveillance

4.1.4 Results of surveillance

4.1.5 Signature of individual accomplishing the surveillance

4.2 All performance must be documented, whether acceptable or unacceptable. When unacceptable performance is documented, the COR shall take the following actions:

4.2.1 If government actions caused the unacceptable performance, take steps to prevent it in the future.

4.2.2 If the unacceptable performance was not government caused, inform the contractor’s on-site representative of the unacceptable performance and the reasons why it is unacceptable.

4.2.3 If the contractor wants to dispute the results of the surveillance, refer them to the CO for resolution.

4.3 Performance should not be determined unacceptable until all possible contributing factors have been considered.

4.4 For required tasks not shown on the Performance-based Matrix, the government still retains the right to inspect any item included in the contract. These services will be inspected periodically and the results provided to the Contracting Officer.

5.0 Standards

All standards in the contract shall be met. All deliverable dates and other contractual completion dates shall also be met. If any of the standards are not met, the Government may receive consideration from the Contractor for breach of contract.

5.1 Late performance is un-excusable unless the Contractor can justify all of the following:

5.1.1 The delay was not the Contractor’s fault.

5.1.2 The delay was not foreseeable.

5.1.3 It was beyond the Contractor’s control to avoid the delay.

5.2 All work shall be performed in accordance with the PBWS. The COR will not consider the services complete until all deficiencies have been corrected.

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5.3 The COR will determine whether the failure was a minor non-conformance or a substantive non-conformance. (See Tab 2 for a list of Non-conforming Deliverables) If it was a minor non-conformance, the COR may accept the work once without consideration. If the consideration is greater than the cost of modifying the contract, the COR must accept the work with consideration from the Contractor in accordance with the Inspection Clause.

6.0 Procedures

The Government will inspect performance requirements to ensure contractor compliance; and record results of inspection, noting the date and time of inspection.

6.1 Unacceptable performance and customer input will be referred to the COR for investigation/validation. The COR will investigate/validate the unacceptable performance or customer complaint and notify the Contractor. The Contractor will be given a reasonable amount of time to correct the unacceptable performance and notify the COR that the deficiency has been corrected. If deficiencies are not corrected, the COR will notify the CO and recommend a course of action.

7.0 Contract Performance Evaluation

7.1 FAR 42.15 – Contractor Performance Information establishes the Government responsibility for recording and maintaining contractor performance information.

This requirement does not apply to procedures used in determining incentive awards or other incentive systems, although the two systems should be mutually supporting.

7.2 FAR 42.1501 states: Past performance information is relevant information, for future source selection purposes, regarding a contractor's actions under previously awarded contracts. It includes, for example, the contractor's record of conforming to contract requirements and to standards of good workmanship; the contractor's record of forecasting and controlling costs; the contractor's adherence to contract schedules, including the administrative aspects of performance; the contractor's history of reasonable and cooperative behavior and commitment to patient satisfaction; the contractor’s record of integrity and business ethics, and generally, the contractor's businesslike concern for the interest of the patient.

7.3 The general procedures to be used are addressed in the following FAR section:

42.1503 Procedures.

(a) Agency procedures for the past performance evaluation system shall generally provide for input to the evaluations from the technical office, contracting office and, where appropriate, end users of the product or service. (b) Agency evaluations of contractor performance prepared under this subpart shall be provided to the contractor as soon as practicable after completion of the

6 | P a g e evaluation. Contractors shall be given a minimum of 30 days to submit comments, rebutting statements, or additional information. Agencies shall provide for review at a level above the contracting officer to consider disagreements between the parties regarding the evaluation. The ultimate conclusion on the performance evaluation is a decision of the contracting agency. Copies of the evaluation, contractor response, and review comments, if any, shall be retained as part of the evaluation. These evaluations may be used to support future award decisions, and should therefore be marked “Source Selection Information”.

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TAB 1 CUSTOMER EVALUATION FORM

CUSTOMER EVALUATION

Our goal is to deliver quality services provided by our contractors. We know that customer satisfaction is the key to fulfilling our goal. Please share your thoughts and concerns by completing this Customer Satisfaction Survey. Your feedback is very important to us.

DIABETES CASE MANAGEMENT/GPRA SERVICES

How would you rate the performance of our contractor(s)?

AREA

EXCELLENT

GOOD

SATISFACTORY

NEEDS

IMPROVEMENT

UNSATISFACTORY

N/A

5 4 3 2 1

Competency

Compliance

Knowledge of Diabetes

Knowledge of RPMS/CRS and Diabetes Data System

Knowledge of Epi-Info

Service Quality On-site

Service Quality Remote

Knowledge of GPRA measures

What Do You Think We Do Well?

What Could We Do To Improve Our Service?

Additional Comments:

Completed By PLEASE RETURN COMPLETED FORM

TO

Date California Area Diabetes Consultant Telephone Number Contracting Officer’s Representative

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Tab 2: Non-conforming Deliverables

NON-CONFORMING DELIVERABLES

MINOR NON-CONFORMANCE

If Then Consideration Consideration would be less than the cost of modifying the contract

Accept as is (once)

None

Consideration would be greater than the cost of modifying the contract

Accept as is (once)

Consideration comparable to the value of the loss sustained by the Government

SUBSTANTIVE NON-CONFORMANCE

If Then Consideration The contractor agrees to correct the deliverable (or re-perform the service) within the delivery schedule

Withhold acceptance until receipt of the corrected deliverable

Cost to re-inspect or retest

The contractor agrees to correct the deliverable (or re-perform the service) but needs an extension of the delivery date

Withhold acceptance until receipt of the corrected deliverable

Cost to re-inspect or retest

Appropriate consideration for the delay

Acceptance:

• Would not affect safety or performance, and

• Is justified on the basis of economy or urgency

Accept as is

Consideration comparable to the value of the loss sustained by the Government

The contractor refuses to make repair or provide appropriate consideration.

Either:

• Correct the product or service through other means (contract or in-house), or

• Terminate for default and re-procure.

Contractor to pay all costs for the correction or re-procurement.