36C10X18R0077-014.pdf

ATTACHMENT 2

PERFORMANCE WORK STATEMENT

QUALITY ASSURANCE SURVELLANCE PLAN

2018 National Veterans Golden Age Games (NVGAG)

Transportation Services

1. Quality Assurance Surveillance Plan (QASP)

This Quality Assurance Surveillance Plan (QASP) provides a systematic method of evaluating performance against the Performance Standards. This QASP will provide answers to the following questions: What will be monitored? How will monitoring take place? How will monitoring efforts and results be documented?

This QASP does not detail how the Contractor accomplishes the work. Rather, it has been created with the premise that the Contractor is responsible for the management and quality control actions necessary to meeting the terms of the contract. It is the Government’s responsibility to be objective, fair and consistent in evaluating performance. This QASP is a “living document,” and the Government may review and revise it on a regular basis. However, the Government will coordinate all changes with the Contractor.

1.1 Objective

The QASP is designated to provide the Contracting Officer Representative (COR) with an effective and systematic surveillance method to perform inspections so that the Government can ensure that services are provided to an acceptable quality level.

1.1.1 Monitoring

As described below under “Surveillance Methods,” this QASP directs the monitoring of the Contractor’s performance of the work defined in the Performance Work Statement (PWS).

1.2 Performance Indicators and Acceptable Quality Levels

Performance measures and acceptable quality levels are described in the Performance Requirements Summary (PRS), Section 2.

1.3 Surveillance Methods

1.3.1 The Program Manager (PM) and COR will perform 100-percent inspection of the services covered under the contract. This means that every time a task is performed or items are delivered, inspection will be accomplished. The PM will certify an invoice for payment processing after the COR receives and recommends acceptance of the services/deliverable. This process will be used for approval of payment for the Contractor’s invoices and will serve as the mechanism to document that the overall performance of the Contractor has been acceptable for the period of time covered by the invoice.

1.3.2 The PM and COR will receive all documents as noted in the performance report survey (PRS). The Contractor shall document performance on a monthly performance report and on the PRS. The COR will review and accept or reject the performance as shown, documenting corrective actions needed for each performance standard as outlined in the PRS. Following the review of the monthly performance report and the PRS, the Contractor shall complete the corrective action(s) necessary to meet performance standards and document that activity in their next monthly report.

1.3.3 Any non-conformance with contract requirements is considered a deficiency. The term “deficiency” refers to an output that does not meet the contract standards and is therefore recorded as “unacceptable.”

When an “unacceptable rating” is recorded by the COR, the specific reason for the unacceptable performance will be recorded in the COR surveillance file, along with the date of the deficiency.

1.3.4 The COR will require the Contractor to correct the unacceptable performance or delivery immediately, if possible, and document in their COR file the status of the deficiency. Corrections by the Contractor shall still be counted as a deficiency.

1.3.5 The PM shall notify the COR of deficiencies. The COR will contact the responsible Contractor representative to inform them of the deficiency. The COR shall note the date and time the deficiency was discussed with the Contractor representative in their surveillance file.

1.3.6 The VHA PM shall review the corrective actions taken by the Contractor to resolve a discrepancy and shall notify the COR of acceptance.

QUALITY ASSURANCE SURVELLANCE PLAN

1.3.7 The VHA PM or the COR will immediately notify the Contracting Officer (CO) of serious performance problems that jeopardize the overall successful completion of the contract or are continually encountered.

The CO will determine the appropriate response to make to correct the situation and protect the Government’s interest.

1.4 Acceptable Quality Level

For this effort, the only Acceptable Quality Level is 100-percent conformance. The Surveillance Method will be 100-percent inspection of tasks and deliverables.

2. Performance Requirements Summary (PRS)

For all of the tasks defined below, the Performance Standard is defined as “Work being completed within established timeframes.”

Performance Indicator

Performance Standard

Minimum Acceptable Standard

Method of Surveillance

Frequency

Contractor Transportation Plan

Contractor Transportation Plan is comprehensive; risks are identified and quantified and include a mitigation plan;

schedules present a work breakdown structure including associated activities with start and finish dates;

communications address internal and external customers and stakeholders.

Updates are provided in a timely manner and are thorough and complete.

Contractor shall notify the government program manager of an issue that has potential adverse effects on any persons, deliverable, timeline or service.

If a risk arises the contractor shall immediately (within 1 hour) notify the government program manager via email and phone call 95% of the time with details of the risk and suggested mitigation if possible.

Two or fewer instances where significant errors or omissions were identified

100% Monthly Status Updates

Reports Reports are submitted on time and include those topics described in the Performance Work Statement, agreed to in the Transportation Plan and as requested for reports; are obtained as needed in a timely manner.

Two or fewer instances where significant errors or omissions were identified

90% Monthly Reports

Customer Service and Project Coordination

Contractor demonstrates sound customer service principles, and project coordination efforts are timely, appropriate and cooperative to the

NVGAG.

Two or fewer instances where significant errors or omissions were identified

100% Monthly Reports

Industry Standards Buses are provided to accommodate a minimum of 40 ambulatory passengers.

Buses are loaded / unloaded within 15 min; No schedule delays.

Five or fewer instances where significant errors or errors were identified

100% Deliverables

QUALITY ASSURANCE SURVELLANCE PLAN

Performance Indicator

Performance Standard

Minimum Acceptable Standard

Method of Surveillance

Frequency

Education Education and Training on safety issues related to transportation of individuals with visual impairments.

Zero instances where significant errors or omissions were identified

100% Deliverables

3. Deliverable Schedule

3.1 A formal “Inspection Checklist” may be used and adjusted as the COR determines appropriate to fit the need. Revisions to this QASP may be made during the life of the contract. Revisions, if needed, will be requested by the COR to the CO. The CO will formally incorporate the change(s), in writing, prior to implementation.

3.2 The specific deliverables are shown below, cross-referenced to the PWS. The Chart also shows due dates and frequency where applicable.

Task Description Quantity

Due Date

All regular school buses for the event will be able to accommodate a minimum of 40 ambulatory individuals per load.

As necessary to meet the needs of the given Transportation Schedule

August 3-9, 2018

7.1.1

Provide and discuss projected Project Management Transportation Plan (i.e. - number of buses secured, number of buses for transport to each venue listed in attached Transportation Schedule, number of drivers, contingency plan for any unserviceable equipment/breakdowns/decrease in driver resources) with VA LOC and National team members.

Five calendar days after contract award

7.1.2

Provide transportation Project Managers at the Albuquerque Convention Center and off-site venues, including airport, during the entire event with variable work schedule to meet the event needs. At least one (1) Project Manager will participate in daily morning event briefings to be scheduled by the VA LOC and NVGAG National Director.

Min of 2

7.2.1

The contractor shall provide the amount of buses required to transport ambulatory personnel to each venue during specified times, as outlined on the Transportation Schedule.

N/A

QUALITY ASSURANCE SURVELLANCE PLAN

Task Description Quantity

Due Date

7.3.1

Provide trained drivers and requested buses to meet the event timelines set forth in the Transportation Schedule during the event. Drivers must demonstrate knowledge of ADA guidelines with passengers.

N/A

7.5.1

The contractor shall provide all necessary clearances are obtained prior to the start of the games on August 3, 2018.

Within 15 days of Award

7.5.4

Contractor will provide a detailed Ridership tracking daily the number of individuals transported to each venue within four-hour (4-hour) blocks from start to finish.

1 Report

15 days after the end of Period of Performance August 9, 2018