BENEFEDS QASP 10.6.21 DRAFT.pdf

Quality Assurance Surveillance Plan (QASP) Requirements and Template A Quality Assurance Surveillance Plan (QASP) will be used as OPM’s method of implementing FAR 37.6, which requires that performance-based contracts use measurable quality/performance standards (i.e., in terms of quality, timeliness, quantity, etc.) and quality assurance surveillance plans, and specify procedures for deductions of a charge or for deductions to the price of a fixed-price contract when services are not performed or do not meet contract requirements.

For the BENEFEDS solicitation, each Offeror shall propose its QASP as part of the Technical Proposal and shall use this template in preparation. This template provides the minimum performance standards and related incentives / deductions which must be included.

Proposing less stringent performance standards or smaller deductions is not acceptable.

Definition of terms used in the QASP Template:

(1) Deliverable: One of the items described in the “Deliverables” section of the PWS.

(2) Performance Standard -The level of performance which the Government considers acceptable. A performance standard in general will:

Measure important things;

Be simple, but not too simple;

Be auditable and capable of validation (quantifiable measures preferred, as they are less subjective);

Attainable and worth the cost;

Have a level of detail that corresponds to the stated measure and expectation;

Be consistently combined with other measures to reflect corporate priorities; and Be controlled / controllable by the Contractor.

The following performance standards represent the measures OPM considered appropriate to the performance evaluation of the deliverables and services that OPM expects to be delivered.

Timeliness of deliverable completion Degree of accuracy obtained regarding technical compliance of deliverable Level of completeness with respect to deliverable Degree of quality attained with respect to deliverable

(3) Acceptable Quality Level (AQL): The range of deviation – if any – in which the Government will consider performance to be acceptable.

(4) Monitoring Method - The method OPM will use to monitor performance and determine the extent to which performance has met the standard. In general, OPM prefers monitoring methods that automatically capture measurements as part of the process and do not place a burden on either the Contractor or OPM to collect and analyze data. Regardless of the method or degree of monitoring, OPM reserves the right to audit all performance data to independently verify its accuracy.

(5) Incentives / Price Deductions

a. For each AQL, The Contractor will specify a price reduction that will take effect if it fails to meet the AQL. OPM has listed a minimum acceptable price reduction, the Contractor may not propose less than that minimum.

b. OPM will not consider monetary incentives for performance which exceeds AQLs. Non-monetary incentives applicable to this requirement may include:

Positive Performance Evaluation (CPARS) Exercise of Option in accordance with FAR Part 17 Letters of appreciation for individual Contractor employees, or teams of Contractor employees.

QASP Table Format and Minimum Content

Contractor shall fill in all blue fields

# Deliverable Performance Standard AQL Monitoring Method

Non-Financial Incentive

Price Deduction

Minimum Deduction (6% total)

Contractor Proposed

Deduction (%) QASP #1: Start Up Period In the Start-Up Period, the deductions / penalties stated are deducted from the total Start Up Period pricing (CLIN 00001 and assessed against the Start-Up Period Invoice.

1 A fully developed high level project plan is submitted to OPM after the kick-off meeting

High level project plan received and accepted by

OPM

Not more than 21 calendar days after kick-off meeting

COR Receipt Positive

CPARS

1%

2 An updated project plan is submitted to OPM, with tasks, timelines, staffing by title/position and dates when key personnel as well as other staff will join the contract, including the percentage of their time dedicated to OPM is submitted and updated on a regular basis.

Detailed project plan received and accepted by

OPM

Weekly update (every seven days) after initial meeting

COR Receipt Positive

CPARS

1%

3 Contractor timely submits all necessary clearance (background investigation) applications and documentation for all staff requiring clearance

Initial clearance application packages to be submitted within 5 business days following award, additional staffing packages must be submitted at least 90 days prior to their need to perform services

Submitted by deadline

Positive

CPARS

1%

4 Progress reviews of all implementation/ transition tasks provided

Progress reviews received timely

Every 14 calendar days

Positive

CPARS

1%

5 Timeliness of deliverables including:

documentation as defined in the management plan adherence to project plan meeting all timeframes committed

Deliverables completed timely

95% Positive

CPARS

0.6%

6.1 Submission of all documentation

required for ATO

Positive

CPARS

0.4%

6.2 Obtain ATO On/before Dec 31, 2022 100% Confirmation

with ATO issuing authority

Positive

CPARS

1%

# Deliverable Performance Standard AQL Monitoring Method

Non-Financial Incentive

Price Deduction

Minimum Deduction (6% total)

Contractor Proposed

Deduction (%) Other Start Up Period Performance Standards Proposed by Contractor (list below)

Non-Financial

Incentive Price Deduction

Minimum Deduction

(4.05% of fees, total)

Contractor Proposed

Deduction (%)

QASP #2: Base and Option Periods of Performance 1 Customer Service Must total a minimum of 0.6%

1.1. Calls Answered Within 30 seconds (Q1-3, excludes open season)

Within 90 seconds (Q4, excludes last day of open season)

95% Call Center Reports

Positive

1.2. Timely response to email inquiries

(excludes auto-replies)

Within 3 business days (Q1-3)

Within 5 business days (Q4)

99% Positive

1.3. Accurate projections for calls

received each quarter, not exceeding 110% for the quarter1

Call/email projection vs.

actual quarterly report

Projections not to exceed 110% or be less than 90% each quarter

Weekly Activity Reports

1.4. Prompt, accurate and appropriate

correspondence is generated and sent to enrollees, including but not limited to open season information changes to enrollment (child aging out, etc.)

changes to premium or allotment amounts

98% Sampling of correspondence

1.5. Customer Satisfaction Customers are

Satisfied/Very Satisfied

95% Contractor Surveys

1 The BENEFEDS Contractor provides OPM with proposed quarterly call and email projections no later than 1 ½ months before the beginning of the quarter for which the proposed projections apply (i.e. Q2 2023 projections are provided by February 15th). OPM and the BENEFEDS Contractor shall work together to finalize these projections, including obtaining OPM’s approval, no later than the end of the first week of the month prior to the quarter for which the proposed projections apply.

2 If call and email volumes exceed or fall short by 10% of that stated in the approved plan projections, the award of all part of the period is subject to OPM’s assessment of BENEFEDS response to the actual volume received.

Non-Financial Incentive

Price Deduction

Minimum Deduction

(4.05% of fees, total)

Contractor Proposed

Deduction (%)

1.6. Problem Resolution 98% Positive

2 System Architecture Must total a

1.125%

2.1. Systems that support carriers, customer service reps, and telephonic enrollments are available during stated hours

100% Contractor Reports

2.2. BENEFEDS.com (including carrier

views) is available 24/7

99% uptime Website Reports

2.3. System dynamically scales to

successfully support significant capacity surges during open season with no deviation in response time and without failure

2 million concurrent users;

5 page load limit (Q4)

Contractor report on performance

2.4. System provides for continuous

availability of critical functions and data

24 hours for critical functions 99% of data available within 24 hours

Contractor report on performance

2.5. Usability improvements are

developed and prioritized based on feedback from customer surveys, OPM feedback, analysis of web enrollment patterns as well as customer service questions, and enrollment/premium administration errors

Enrollees rate overall satisfaction and usability very satisfied or satisfied

98% Contractor survey of enrollees

3 Premium Administration Must total a

1.125%

3.1. Payroll bill files sent accurately and

timely

Files sent by payroll provider-specific cutoff date

99% BENEFEDS

Report

3.2. Payroll payments posted timely Payments posted within 2

business days of receipt

99% BENEFEDS

Report

Non-Financial Incentive

Price Deduction

Minimum Deduction

(4.05% of fees, total)

Contractor Proposed

Deduction (%)

3.3. Contractor / Carrier Manual

reviewed, revised and distributed at least once per year

FEDVIP

FSAFEDS

FLTCIP

At least once per year each 100% COR receipt of Updated Contractor/ Carrier manual

3.4. Post Tax Refunds processed timely Approved refunds mailed within 15 business days

99% BENEFEDS

Report

3.5. Pre-Tax Refunds submitted timely

to payroll providers and monitored through disbursement to enrollee

Processed within 3 business days

99% BENEFEDS

Report

3.6. FSAFEDS Account Funds

Transfers (AFTs) processed timely in the BENEFEDS system

99% BENEFEDS

Report

3.7. Enrollees with no premium

payment/no allotment are resolved within two pay cycles

FSAFEDS participants FEDVIP enrollees FLTCIP enrollees

Resolved within 2 pay cycles

99.5% BENEFEDS

Report

4 Financial Management Must total a

0.60%

4.1. Funds on hand transmitted

accurately and timely to FEDVIP carriers and OPM when required

Exact match 100% FEDVIP carrier complaint, and/or OPM

COR

monitoring

4.2. Contractor accounting, bank

statements and reports to carriers regarding funds match

Exact match 100% FEDVIP Carrier complaint, and/or OPM

COR

monitoring

4.3. Use of appropriate bank(s) for

handling BENEFEDS related funds

As stated in PWS 100% Annual Financial statements

Non-Financial Incentive

Price Deduction

Minimum Deduction

(4.05% of fees, total)

Contractor Proposed

Deduction (%)

5 Stakeholder and Carrier Relationship Management Must total a

0.225%

5.1. Timely response to FEDVIP carrier

and FSAFEDS and FLTCIP administrator emails

Within 3 business days (Q1-3)

Within 5 business days (Q4)

99% BENEFEDS

Report

5.2. Accurate daily enrollment files

processed and sent within 2 business days.

Outliers not included in this measurement are full files, such as end of open season file and regular full file reconciliations.

Accurate, and sent within 2 business days

95% BENEFEDS

Report

5.3. Update files sent accurately and

timely

Accurate, and within 2 business days

95% BENEFEDS

Report

5.4. Quarterly enrollment reconciliation

completed timely

Initial analysis completed within 7 business days upon receipt of a complete master enrollment file from FSAFEDS carrier.

Discrepancies resolved within 10 business days upon receipt of analysis verification from FSAFEDS carrier.

95% BENEFEDS

Report

5.5. Enrollment full file reconciliations

are performed and completed for each carrier timely

FEDVIP = monthly or quarterly, per carrier preference

FSAFEDS = monthly FLTCIP = quarterly

98% Carrier and/or enrollee complaint

5.6. Response provided to the carrier

regarding full file discrepancies within 10 business days of receipt of discrepancies from carrier.

98% Carrier and/or enrollee complaint

6 Responsiveness to OPM: OPM will evaluate Contractor responsiveness through measures listed below Must total a

0.375%

A. Incident Reporting

Non-Financial Incentive

Price Deduction

Minimum Deduction

(4.05% of fees, total)

Contractor Proposed

Deduction (%)

6.A.1. Contractor reports to the Contracting Officer and Program Office (by phone or email) those incidents/potential incidents that Contractor believes could have significant adverse impact to FEDVIP customer service, enrollee satisfaction, or OPM constituencies.

within two hours of Contractor becoming aware, including weekends

98% OPM receipt Positive

6.A.2. Contractor provides the Contracting Officer and Program Office with a preliminary incident report

Within 24 hours 98% OPM receipt Positive

6.A.3. Contractor monitors and tracks the incident and provides the Contracting Officer and Program Office with updates, new information. and corrective plan of action

At least weekly until final resolution

6.A.4. OPM contractors must report any breach or potential breach to the OPM Situation Room and the Contracting Officer. All breaches should be reported, even if it is believed the breach is limited, small, or insignificant.

within 30 minutes of becoming aware of the risk

– regardless of the time or day of the week.

B. Incident Correction Plan 6.B.1. Detailed plans for correction of deficiencies provided within 7 business days following OPM notification of deficiencies

100% OPM receipt Positive

C. General Working Relationship 6.C.1. As a measure of the general working relationship, OPM will consider the volume and validity of complaints received by OPM.

The volume of valid complaints received by OPM are (please define a number per specified period of performance)

98% Complaint monitoring

6.C.2. The Contractor submits timely, accurate and complete Ad-Hoc reporting as requested

Ad Hoc Reports are received within the agreed upon timeframes and require

98% OPM Review Positive

Non-Financial Incentive

Price Deduction

Minimum Deduction

(4.05% of fees, total)

Contractor Proposed

Deduction (%) no corrections.

6.C.3. Responsiveness to OPM offices, carriers, enrollees, applicants, OMB, Federal agencies and Congress, etc., Contractor responds to inquiries from these parties within the agreed upon timeframes

98% Stakeholder feedback / complaints

D. Innovation 6.D.1. Successful implementation and use of innovations, especially Contractor-initiated, that enhance the accuracy, timeliness, use, or usability of BENEFEDS for enrollees, carriers and

OPM

98% Positive

Other Base and Option Period Performance Standards Proposed by Contractor (list below)