ATTACHMENT A - QASP.docx

ATTACHMENT A

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The Government intends to utilize a Quality Assurance Surveillance Plan (QASP) to monitor the quality of the Contractor’s performance. The oversight provided for in the task order and in the QASP will help to ensure that service levels reach and maintain the required levels throughout the contract term. Further, the QASP provides the COR with a proactive way to avoid unacceptable or deficient performance, and provides verifiable input for the required past performance information assessments completed through the Contractor Performance Assessment Reporting System (CPARS) (see Section G.7.). The QASP is a living document and may be updated by the Government as necessary.

Head Start Customer Services/Call Center

Head Start Websites and Internet Presence

· Accessibility

· Navigation

· Design

· Content

· Search

· Links

· Distributed ownership of content posting

· Private communities COR or COR’s designee approval of monthly modifications, analytics and postings

Electronic and phone feedback from the public

Informal feedback from federal and contract partners

Past Performance Rating of satisfactory or higher in CPARS

Mass Communication Services

NewsWatch Service

Media Searches Searches and resulting products are provided in a timely manner and exhibit a high level of relevance.

Head Start Expert Knowledge

Responses to inquiries are accurate and relevant Formal and informal feedback

COR review of knowledge base and response testing, sampling Past Performance Rating of satisfactory or higher in CPARS

User Feedback and Analysis

User Satisfaction for Quality Improvement

Websites are intuitive and relevant for the Head Start stakeholder community

Service, product satisfaction and impact surveys

Past Performance Rating of satisfactory or higher in CPARS

Project Management, Work Plans and Project Reports

The evaluation ratings are as follows:

Exceptional – Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.

Very Good - Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the Contractor were effective.

Satisfactory - Performance meets contractual requirements. The contractual performance of the task and sub-task contain some minor problems for which corrective actions taken by the Contractor appear or were satisfactory.

Marginal - Performance does not meet contractual requirements. The contractual performance of the task and sub-task being assessed reflect a serious problem for which the Contractor has not yet identified corrective actions. The Contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory – Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the task or sub-task contains a serious problem(s) for which the Contractor’s actions appear or were ineffective.