ATTACHMENT B - QUALITY ASSURANCE SURVEILLANCE PLAN - SAMPLE.doc

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QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Veterans Integrated Service Network 8 (VISN-8) Prescription Eyeglasses Issued 07/16/2024

TABLE OF CONTENTS

INTRODUCTION

11.1 Purpose

11.2 Performance Management Approach

11.3 Performance Management Strategy

ROLES AND RESPONSIBILITIES

22.1 The Contracting Officer

22.2 The Contracting Officer’s Technical Representative

IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

METHODOLOGIES TO MONITOR PERFORMANCE

24.1 Surveillance Techniques

34.2 Customer Feedback

34.3 Acceptable Quality Levels

QUALITY ASSURANCE DOCUMENTATION

35.1 The Performance Management Feedback Loop

35.2 Monitoring Forms

ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

46.1 Determining Performance

46.2 Reporting

46.3 Reviews and Resolution

5ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

6ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Prescription Eyeglasses to include frames and lenses. This plan sets forth the procedures and guidelines Department of Veterans Affairs (VA), Veterans Integrated Service Network 8 (VISN-8) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s Quality Control Plan (QCP), and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by Department of Veterans Affairs (VA), Veterans Integrated Service Network 8 (VISN-8) to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

The Contracting Officer (CO) and Contracting Specialist (CS) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the list of VISN-8 Contracting Officer Representative (COR) (to be provided after award) and the contractor. The CO/CS will designate seven (7) full-time COR’s as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO/CS.

2.2 The Contracting Officer’s Representative

The Contracting Officer’s Representative (COR) is designated in writing by the CO/CS to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for administration of the project and ensures 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 CO/CS for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

3 METHODOLOGIES TO MONITOR PERFORMANCE

3.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are:

· Random monitoring, which shall be performed by the COR designated inspector.

· Periodic Inspection –COR typically performs the periodic inspection on a monthly basis.

3.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all products provided and can be measured through customer complaints.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR, as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate using the Contract Deficiency Report, Attachment C.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

4 QUALITY ASSURANCE DOCUMENTATION

4.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1.

4.2 Monitoring Forms

The government’s QA Surveillance Plan, accomplished by the COR, will be reported using the monitoring forms in Attachments 2 and 3 (at the bottom of this document). The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results are being achieved.

4.2.1 The COR will retain a copy of all completed QA surveillance Plan forms.

5 Analysis Of Quality Assurance Assessment

5.1 Determining Performance

5.1.1 Government shall use the monitoring methods cited to determine whether the performance standards have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels.

5.2 Reporting

5.2.1 At the end of each month, the COR for each location will prepare a written report for the Contracting Officer Specialist/Contracting Officer summarizing the overall results of the quality assurance surveillance plan of the contractor’s performance. This written report, which includes the contractor’s submitted weekly report and the completed quality assurance monitoring forms (Attachment 2) (at the bottom of this document), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and standards, including cost/technical/scheduling objectives.

5.3 Reviews and Resolution

5.3.1 The COR’s may require the contractor’s project manager, or a designated alternate, to meet with the CO and COR and other government IPT personnel as deemed necessary to discuss performance evaluation. The CO and CS will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR’s as often as required or per the contractor’s request. The agenda of the reviews may include:

· Monthly performance assessment data and trend analysis

· Issues and concerns of both parties

· Issues arising from the performance monitoring processes

· Recommendations for improved efficiency and/or effectiveness

5.3.2 The COR, CO or CS must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

5.3.3 The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to the metrics should be clearly documented. Changes to performance levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO or CS.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

*Denominator = total number of sample size of orders delivered quarterly based on sample reviewed.

*1st offense is written notice to the contractor to correct the deficiency.

*2nd offense will result in a negative CPARS evaluation.

*1st offense is written notice to the contractor to correct the deficiency.

*2nd offense will result in a negative CPARS evaluation.

A single cover sheet (invoice) per paragraph 8.1.1.1 and a separate spreadsheet for each contract line-item number billed during the month. Per paragraph 8.1.1.2.

*Denominator = total number of invoices submitted quarterly.

*1st offense is written notice to the Contractor to correct the deficiency.

*2nd offense will result in a negative CPARS evaluation.

*Denominator = total number of surveys sent out quarterly.

*1st offense is written notice to the contractor to correct the deficiency.

*2nd offense will result in a negative CPARS evaluation

*Denominator = total number of reports submitted quarterly.

*1st offense is written notice to the Contractor to correct the deficiency.

*2nd offense will result in a negative CPARS evaluation.

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD:

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check):

Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________

DATE: _________________

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