QUALITY ASSURANCE SURVEILLANCE PLAN NEW 1.docx

This is a Quality Assurance Surveillance Plan for monitoring and evaluating contractor performance on switchboard services for the Northport VA Hospital. The plan establishes a comprehensive framework for performance evaluation using multiple assessment methods including customer feedback, management information systems, periodic observation, random sampling, and telephone traffic analysis. Regular performance evaluation meetings will be conducted between the Project Manager (PM) and Contracting Officer's Representative (COR), with documented minutes signed by all parties. Contract Discrepancy Reports (CDRs) may trigger additional meetings involving the PM, Contracting Officer (CO), and COR to resolve identified problems through mutual effort, with disputes handled according to the contract's Disputes Clause.

The plan specifies five performance standards with corresponding acceptable quality levels and surveillance methods. Switchboard operators must provide 95% day shift coverage including backup for unexpected absences and emergency situations (monitored through observation and random inspection); answer incoming calls within five rings with proper routing at 96% compliance (random inspection); maintain 96% courtesy and professional conduct while adhering to Privacy Act requirements and federal information release policies (inspection method); handle all call types including transfers and paging with 98% accuracy while protecting privacy (observation and customer complaints); and avoid accepting collect calls and misrepresenting themselves as VA employees with 97% compliance (observation and customer complaints). Surveillance activities will be conducted on an ongoing basis to determine whether contractor performance exceeds, meets, or does not meet established standards.