Linen Transportation QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

Issued From: Environmental Management Services

Contract Number: TBD

Contractor’s name: TBD

Contract Description: Contractor to provide transportation service which includes drivers to pick up & deliver both clean and soiled linen to and from its Department of Veterans Affairs (DVA) facility at St.

Albans Textile-Care Laundry Facility (bldg. 173) 179-00 Linden Blvd Saint Albans, NY 11425.

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored.

• How monitoring will take place.

• Who will conduct the monitoring.

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet 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 changes with the contractor. Copies of the original QASP and revisions will be provided to the contractor and Government Officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

A. Administrative Contracting Officer (CO) will ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and safeguard the interests of the United States in the contractual relationship. The CO will also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

B. Organization or Agency: Department of Veterans Affairs VISN 02 Network Contracting Office

C. Contracting Officer’s Representative (COR). The COR is responsible for technical administration of the contract and will assure proper Government surveillance of the contractor’s performance.

The COR will keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

D. Other Key Government Personnel – N/A

3. CONTRACTOR REPRESENTATIVES

The contractor will assign designated staff and identify what their role will be to ensure the performance of the contract. The contractor will have 15 days after award to submit the list of names that will include the following information: name, title, phone number, email and any other pertinent information needed.

4. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Performance standards define desired services. The Government performs surveillance to determine if the contractor meets, exceeds, or does not meet these standards.

The Performance Requirements Summary Matrix below lists how the Government will use these standards to determine contractor performance and compare contractor performance to the Acceptable

Quality Level (AQL).

Task Indicator Standard Acceptable

Quality Level

Method of

Surveillance Incentive

Delivery and

Pickup of linen

Ability to meet schedule

The contractor will pick up and deliver clean and soiled linen in accordance with the established schedule.

Driver will communicate it

COR when delays due to traffic, accidents, etc.

will impact the scheduled arrival or departure time.

4 valid discrepancies per month

Direct

Observation

-COR will monitor departure and arrival times.

Costumer complaints will be logged and investigated.

Exercise of option periods

Response to a discrepancy or issue.

Responsiveness

Contractor responds within 8 hours to COR

1 discrepancy per month.

Customer awareness.

Exercise of option periods.

Cleanliness and maintenance of equipment.

Quality and care

Vehicles / trailers are clean, dry, and free of visible soil and in good working order.

4 discrepancies per month.

Daily observations.

Exercise of option periods.

5. INCENTIVES

The Government will use Exercise of Option Period and past performance as incentives. Incentives are be based on meeting or exceeding performance standards.

6. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR will use the surveillance methods listed below in the administration of this QASP. Contractor will operate tractor and pull trailers in accordance with all

Federal, State, and local laws, rules, and regulations. The contractor will pick up and deliver clean and soiled linen in accordance with the established schedule. Driver will communicate with the COR when delays due to traffic, accidents, etc. will impact the scheduled arrival or departure time.

A. DIRECT OBSERVATION

Can be performed periodically or through 100% surveillance. Contractor will operate tractor and pull trailers. The contractor will accomplish this on a daily basis, notifying the COR of any delays.

B. PERIODIC INSPECTION

Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required. The contractor will accomplish this on a daily basis, notifying the COR of any delays.

C. VALIDATED USER/CUSTOMER COMPLAINTS

Complaints received from VA facilities regarding late delivers will be reviewed and evaluated to determine if the complaint is a result of contractor performance or circumstances outside of their control such as construction, accidents, and/or vehicle malfunctions.

D. QUARTERLY STATUS MEETING

Quarterly progress meetings will be held to discuss contractor performance, logistical issues, billing status, and the upcoming anticipated workload.

7. DOCUMENTING PERFORMANCE

A. ACCEPTABLE PERFORMANCE

The Government will document positive performance. All reports will become a part of the contract documentation and file.

B. UNACCEPTABLE PERFORMANCE

When unacceptable performance occurs, the COR will inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the eCOR file.

When the COR determines formal written communication is required, the COR will prepare a

Contract Discrepancy Report (CDR) that will be approved by the Contracting Officer and presented to the Contractor's Program Manager.

The contractor must acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor must correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government will review the contractor's corrective action plan to determine acceptability.

Any CDRs must become a part of the supporting documentation for any contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT

A. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

B. Frequency of Performance Assessment Meetings.

The COR must meet with the contractor and CO quarterly to assess performance and provide a written assessment.

<After award, both the contractor’s Program Manager, COR, and CO will sign this document.>

Signature – Contractor Program Manager

Signature – Contracting Officer’s Representative

Signature – Administrative Contracting Officer