Virtual Fitness QASP_revised.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Wellness Services: Online Fitness

1.0 Purpose

This Quality Assurance Surveillance Plan (QASP) provides a systematic method for the Government to evaluate the contractor’s performance in delivering virtual wellness services as specified in the Performance Work Statement (PWS). The QASP outlines surveillance methods, performance objectives, acceptable quality levels (AQLs), and corrective action procedures.

2.0 Government Roles & Responsibilities

Contracting Officer (CO):

Responsible for overall contract administration and authority to modify the contract.

Program Point of Contact (PPOC):

Responsible for monitoring contractor performance, documenting discrepancies, verifying deliverables, and recommending corrective actions.

3.0 Contractor Responsibilities

The contractor is responsible for meeting all performance requirements outlined in the PWS, maintaining service quality, ensuring user safety, protecting all user data, and providing timely deliverables.

4.0 Performance Standards

The following performance objectives and AQLs define the acceptable performance threshold.

Failure to meet AQLs may result in corrective actions, reduced invoice payments, or other remedies allowed under the contract.

5.0 Surveillance Methods

Government surveillance may include one or more of the following methods:

• Direct Observation Real-time monitoring of classes and platform functionality.

• System Reports & Metrics Review anonymized user data, attendance reports, uptime logs, and platform analytics.

• Random Sampling Periodic checks of system functions, class schedules, and content accuracy.

• User Feedback Review of Veteran and staff feedback, surveys, and reported issues.

• Contractor-Provided Documentation Review of SOPs, instructor certifications, security compliance documentation, and monthly usage data.

6.0 QASP Performance Requirements Summary Table

Quality Assurance Surveillance Table

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Surveillance Method

Incentive/Disincentive

Platform Availability

Platform must be operational and accessible.

99% uptime monthly

System reports, direct observation

Disincentive for repeat outages

Negative Past Performance Rating for Failure to Comply

Class Delivery Requirements

Eastern-standard time zone

Minimum 5 live classes Mon–Fri., 2 live classes Sat– Sun.

Classes occurrences between hours of 6am and 9pm

Class size should not exceed 25 live participants.

Updated class directory schedule.

100% of required classes delivered monthly

Schedule review, random sampling

Negative Past Performance Rating for Failure to Comply

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Surveillance Method

Incentive/Disincentive

Instructor Qualifications

All instructors must hold required certifications

100% compliance

Documentation review within 10 business days of award. Annual documentation, within 5 business days of any updates/changes.

Mandatory corrective plan

Negative Past Performance Rating for Failure to Comply

Class Quality & Interaction

Two-way, real-time engagement

Instructor-participant interaction

Meaningful engagement

Safety monitoring

95% compliance

Direct observation, user feedback

Additional monitoring for deficiencies

Negative Past Performance Rating for Failure to Comply

Security Compliance

Encryption of all user data; no PHI shared.

100% compliance

Security audits, documentation review

Immediate corrective action required

Negative Past Performance Rating for Failure to Comply

Anonymized Data Reporting

Monthly anonymized usage, newsletters, attendance, on-demand utilization, and engagement reporting.

100% of reports delivered on time

Report review

Withholding payment for non-delivery

Negative Past Performance Rating for Failure to Comply

Veteran- Specific Content

Veteran-only and Women-Veteran-only classes available.

95% availability per month

Schedule review

Corrective action for gaps

Negative Past

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Surveillance Method

Incentive/Disincentive

Specialized Wellness Modalities

Required classes delivered (yoga, tai chi, HIIT, etc.).

95% availability

Class directory review

Additional monitoring

Negative Past Performance Rating for Failure to Comply

SOP

Compliance

SOPs for safety, operations, and quality assurance followed.

100% compliance

Document review, incident checks

Root-cause corrective action

Negative Past Performance Rating for Failure to Comply

Customer Service Responsiveness

Contractor responds to Government inquiries/technical issues.

Responses within 3 business days, 95% of time

Email logs, issue tracking

Negative Past

7.0 Performance Thresholds

Failure to meet performance standards within the AQL may result in:

• Submission of a Corrective Action Plan (CAP)

• Increased Government oversight

• Termination actions in severe or persistent noncompliance

• Negative CPARS evaluation(s)

8.0 Remedies

The Government may apply any contractual remedies associated with noncompliance.

9.0 Documentation

All surveillance findings will be recorded by the PPOC and retained in the contract file. The PPOC will maintain:

• Compliance checklists

• Surveillance results

• Performance deficiency notices

• Corrective action documentation