Telephone Operator QASP Modified 2.pdf

Attachment 1 Quality Assurance Surveillance Plan

The Veteran Administration has a need to procure Telephone Operator Switchboard Services. The contractor shall provide all labor & supervision Telephone/ Switchboard operator services to The Stratton Veteran Affairs. The operators shall operate three Avaya 302c electronic telephone attendant consoles to process incoming and outgoing telephone calls. All calls will be completed in a timely, courteous and efficient manner. Contractor employees are required to assist in placing outgoing local, long distance, and international calls using the commercial system, to include Sprint, Verizon, PaeTac, and any other commercial phone service providers as necessary to conduct the daily activity at this Medical Center.

Work shall be performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays. The shifts may include days, evenings and nights. Work includes coverage of the following equipment: console switchboard, fax machine and audio, radio, visual and pocket paging systems, and reporting and recording trouble calls and moves, adds and changes (MACS).

Contract personnel shall index patient/employee locations via computer terminal; and operate emergency equipment pertinent to patient, alarms, police, fires and disasters. All incoming calls both internal and external shall be answered within three (3) rings.

1. Purpose

This quality assurance surveillance plan (QASP) is a government-developed and applied document used to make systematic quality assurance methods used in the administration of the performance-based service acquisition (PBSA) standards included in this contract. The intent is to ensure that the contractor performs in accordance with performance metrics set forth in the contract documents, that the government receives the quality of services called for in the contract, and that the government only pays for the acceptable level of services received.

2. Authority

Authority to issue this QASP is provided under Federal Acquisition Clause (FAR) 52.212-4(a) Inspection and Acceptance, which provided for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the contracting officer or a duly appointed representative.

3 Scope

The contractor, and not the government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The QASP is put in place to provide government surveillance oversight of the contractor’s quality control efforts to assure that they are timely, effective, and delivering the results specified in the contract. The QASP is not a part of the contract, nor is it intended to duplicate the contractor’s quality control plan.

4. Government Resources

The following definitions for government resources are applicable to this plan:

Contracting Officer

A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the government.

Contracting officer’s Representative (COR)

An individual designated in writing by the contracting officer to act as his or her authorized representative to assist in administering a contract. The source and authority for a COR is from the contracting officer.

COR limitations are contained in the written letter of designation.

5. Responsibilities

The government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer

The contracting officer ensures performance of all necessary actions for effective contracting and ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the contracting officer who assures that the contractor receives impartial, fair, and equitable treatment under the contract. The contracting officer is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

COR

The COR is responsible for technical administration of the contract and assures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the contracting officer for action.

6. Methods of Surveillance

The below listed methods of surveillance shall be used in the administration of this QASP.

Periodic Surveillance by the COR

The COR periodically sit in on the classes to verify that the contractor is meeting the goals of the training course.

7. Identified QA Surveillance Tasks

The following PBSA items are identified within the contract performance work statement and will be monitored under this QASP.

Performance Requirements Summary

Performance Objective

Expectable Level Standard Method of Surveillance

Answer and process incoming calls

See B.1 of PWS

No more than 5 noted instances of non-compliance noted in a 30-day period.

Answer incoming.

Calls shall he answered in priority order.

Incoming calls shall be routed appropriately throughout the facility.

Immediate, professional responses to and recording the following:

emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.

Periodic surveillance by the COR

Outgoing calls, coordination and patching through stations

See B.2 of PWS

No more than 5 noted instances of non-compliance noted in a 30-day period.

Assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.

Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises

Periodic surveillance by the COR

Reporting Telephone Equipment Malfunctions See F.1 b.i of PWS

No more than 5 noted instances of non-compliance noted in a 30-day period.

Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.

Periodic surveillance by the COR

Information Desk Services

See B.2 of PWS

No more than 5 noted instances of non-compliance noted in a 30-day period.

Providing informational services to veterans, visitors, employees & others entering the facility.

Periodic surveillance by the COR