QUALITY ASSURANCE SURVEILLANCE PLAN NEW 1.docx
DOCX document 18 KB Posted
- Attached to
- R699--James J. Peters Switchboard Operators Services. Federal contract opportunity
- Solicitation number
- 36C24226Q0189
About this file
This is a Quality Assurance Surveillance Plan for monitoring contractor performance on the James J. Peters VA Hospital Switchboard Operators Services contract. The plan establishes the government's framework for evaluating contractor performance through multiple assessment methods including customer feedback, management information systems, periodic observation, random sampling, and telephone switchboard traffic analysis. Performance evaluation meetings will be conducted regularly between the Project Manager (PM) and Contracting Officer's Representative (COR), with the potential for Contract Discrepancy Reports (CDRs) to trigger formal meetings involving the PM, Contracting Officer (CO), and COR. All meeting minutes must be documented and signed by these parties, with dispute resolution following the contract's Disputes Clause.
The plan defines four primary performance standards for switchboard services with specific acceptable quality levels and surveillance methods. These standards require 98% coverage compliance during all work periods including emergencies, with backup coverage for unexpected staff absences; 95% compliance for answering incoming calls within five rings with proper greeting and routing; 95% compliance for courteous and professional handling of calls while maintaining Privacy Act and Release of Information compliance; and 98% compliance for properly handling all call types including transfers, conferences, and paging while protecting information under the Privacy Act. Surveillance methods include observation, random inspection, and customer complaint monitoring.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| 852.219-75 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING-CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION.doc | DOC document | |
| PERSONNEL LIST.docx | DOCX document | |
| APPENDIX C VA INFORMATION AND INFORMATION SYSTEM SECURITY CLAUSE.doc | DOC document | |
| P07 Wage Determination.pdf | ||
| BUSINESS ASSOCIATE AGREEMENT.doc | DOC document | |
| 36C24226Q0189.docx | DOCX document |
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Text version
QUALITY ASSURANCE SURVEILLANCE PLAN
1. The government shall monitor and evaluate the contractor’s performance using a combination of assessment and surveillance methods. These may include, but are not limited to:
a. Customer feedback/complaints
b. Management information systems
c. Periodic observation and review of services
d. Random sampling
e. Telephone switchboard traffic analysis
2. Performance Evaluation Meetings The PM shall meet with the COR on a regularly scheduled basis to discuss and evaluate performance.
a. The issuance of a Contract Discrepancy Report (CDR) may be cause for scheduling of a meeting of the PM, CO, and the COR. A mutual effort shall be made to resolve all problems identified. The Government shall prepare written minutes of this meeting. Minutes of these meeting shall be signed by the PM, CO and COR. Should the PM not concur with the minutes and action taken at the meeting, he/she shall state in writing to the CO any areas wherein he/she does not concur and explain the reason(s) for nonoccurrence. The CO shall notify the PM in writing of his final decision. A dispute over the CO’s decision shall be handled in accordance with the Disputes Clause of the contract.
3.Performance Standards Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.
| Task |
| ID |
| Indicator |
| Standard |
| Acceptable Quality Level |
| Method of Surveillance |
| Switchboard Services |
| 1 |
| The Contractor is responsible for providing the appropriate coverage for the day’s workload. The Contractor is also responsible for providing backup coverage for unexpected staff absence(s). |
| Coverage shall be provided during any period of emergency or crisis, including bomb threats, blizzards, tornadoes, etc. Day shift Monday through Friday may require additional operators from 7:00am-6:30pm due to the quantity of incoming calls. |
| 98% |
| Observation and random inspection. |
| 2 |
| Incoming calls will be answered within five (5) rings and routed appropriately. |
“This is the James J. Peters VA Hospital. How may I direct your call?”
| 95% |
| Random inspection |
| 3 |
| The Contractor is required to use telephone courtesy and tact when dealing with a diverse group of callers, sometimes under very complex and stressful circumstances. |
| Operators will process all calls in the most courteous and professional manner, ensuring compliance with Federal and VAMC policies on Release of Information and Privacy, and safeguarding all patient information in accordance with the Privacy Act of 1974. |
| 95% |
| Inspection |
| Switchboard Services |
| 4 |
| The Contractor will handle all incoming calls, referring them to the appropriate extension and/or party. |
This will include internally directed calls back to the consoles, call transfers, off-station calls, conference calls, and paging Medical Center staff as requested.
| In the performance of official duties, the switchboard must be protected under the provisions of the Privacy Act of 1974, as amended, and other applicable law and regulations. |
| 98% |
| Observation and Customer Complaints |
File details come from the government source that posted it. Updated .