Attachment 1.pdf

Quality Assurance Surveillance Plan (QASP)

Non-Emergent Patient Transportation Services

Aleda E. Lutz VA Medical Center

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Acquisition (PBA) standards included in this contract.

The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract and that the Government only pays for the acceptable level of services received.

2. SCOPE

To fully understand the roles and the responsibilities of the parties, it is important to first define the distinction in terminology between the Quality Control Plan and the Quality Assurance

Surveillance Plan. The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth in the contract. The

Contractor develops and submits his/her Quality Control Plan (QCP) for Government approval in compliance with his contract deliverables. Once accepted, the Contractor then uses the QCP to guide and to rigorously document the implementation of the required management and quality control actions to achieve the specified results. The QASP on the other hand, is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the contract, nor is it intended to duplicate the Contractor’s QCP. The

Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing a QCP that will interrelate with the Government’s QASP.

3. GOVERNMENT RESOURCES/RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. CONTRACTING OFFICER: The Contracting Officer (C.O.), ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract, and safeguards the interests of the United States in the contractual relationship. It is the

Contracting Officer that assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned CO: Lisa Bailey

Organization or Agency: Network Contracting Office (NCO) 10

Telephone: 317-341-5459

Email: Lisa.Bailey12@va.gov mailto:Lisa.Bailey12@va.gov

Assigned CS: Morgan Stein

Telephone: 937-604-4838

Email: Morgan.Stein@va.gov

b. Contracting Officer’s Representative (COR) - The COR provides detailed technical oversight of the Contractor’s performance and reports his or her findings to the C.O. in a timely, complete and impartial fashion. 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

Contracting Officer for action.

Assigned COR: Tori Tinglan

Telephone: 989-497-2500 x13112

Email: Tori.Tinglan@va.gov

4. CONTRACTOR REPRESENTATIVES

a. Program Manager: ______________________________

b. Other Contractor Personnel – ______________________

5. METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of the QASP. In addition to specific instructions that may be mentioned, the appropriate and standardized form that is to be used for documentation of QA surveillance is the Surveillance Activity Checklist, included as Attachment A.

Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed and forwarded to the COR. The COR shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The

COR shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance Activity Checklist. (Copies of all records shall be submitted to the CO upon receipt for placement in the official contract file, and when necessary, determination of actions.)

100% Inspection – The COR shall monitor each patient delivery and enter performance results into the Surveillance Activity Checklist.

mailto:Morgan.Stein@va.gov mailto:Tori.Tinglan@va.gov

Periodic Inspection - Periodic inspections shall be conducted when specified in the contract/PWS. For the potential tasks that have been identified so far and included in this QASP, the COR performs the periodic inspection on a monthly basis.

Random Monitoring - Random monitoring shall be conducted if and when specified in the contract. For the potential tasks that have been identified so far and included in this QASP, the random monitoring shall be performed by the COR.

5. PERFORMANCE STANDARDS

The Performance Requirements Summary in the Performance Work Statement (PWS) includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality

Level (AQL) and determine incentives.

Task PWS

Reference Standard Acceptable

Quality Level Method of Surveillance

Provide on-time transportatio n service to appointment s

Section XII.f Shall ensure all passengers arrive at their designated appointment location at least 15 minutes prior to the appointment time.

97% Customer Feedback

Incident Reporting

Section XIV.c The Contractor shall submit all injury reports within 24 hours of incident to the VTS/COR and AOD for inclusion into the passenger’s administrative chart.

97% Random monitoring of incident reports

Invoice Reports

Section XIX Provide a monthly invoice including secondary documentation in accordance with Section XIX of the PWS

95% 100% inspection of monthly invoices/reports

Vehicle Requirement s

Section VII Contractor to maintain fleet of vehicles in accordance with paragraph VII of the PWS to include providing reports upon request of the COR or CO.

95% Periodic Inspection.

Driver Requirement s and Training

Section V and VI

Contractor to ensure drivers meet diver requirements of section V and training standards in section VI

95% Periodic Inspection.

6. INCENTIVES

The Government shall consider the Contractor’s performance when making a determination to issue annual task orders.

7. DOCUMENTING PERFORMANCE

Acceptable Performance - The Government shall document acceptable performance accordingly. Any report may become a part of the supporting documentation for any contractual action.

Unacceptable Performance - When unacceptable performance occurs, the COR shall inform the CO. This will always be in writing although when circumstances necessitate immediate verbal communication, that communication will be followed up in writing. The COR shall document the discussion and place it in the COR file.

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

Contract Discrepancy Report (CDR), and present it to the Contractor's program manager.

The Contractor shall acknowledge receipt of the CDR in writing to the CO. The CDR will state how long after receipt the Contractor has to take corrective action. The CDR will also specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CO shall review the

Contractor's corrective action plan to determine acceptability.

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

8. FREQUENCY OF MEASUREMENT

Frequency of Measurement - During contract/order performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed, and at a minimum shall be quarterly.

Frequency of Performance Assessment Meetings - The COR shall meet with the Contractor quarterly to assess performance and shall provide a written assessment to the CO.

Evaluation Ratings for Assessment

EVALUATION RATINGS

DEFINITIONS Rating

Definition Notes

Exceptional Performance meets contractual requirements and exceeds many to the

Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

To justify an Exceptional rating, identify multiple significant events and state how they were of benefit to the Government. A singular benefit, however, could be of such magnitude that it alone constitutes an

Exceptional rating. Also, there should have been NO significant weaknesses identified.

Very Good Performance meets contractual requirements and exceeds some to the

Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

To justify a Very Good rating, identify a significant event and state how it was a benefit to the

Government. There should have been no significant weaknesses identified.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

To justify a Satisfactory rating, there should have been only minor problems, or major problems the contractor recovered from without impact to the contract/order. There should have been NO significant weaknesses identified. A fundamental principle of assigning ratings is that contractors will not be evaluated with a rating lower than Satisfactory solely for not performing beyond the requirements of the contract/order.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being evaluated reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

To justify Marginal performance, identify a significant event in each category that the contractor had trouble overcoming and state how it impacted the Government. A

Marginal rating should be supported by referencing the management tool that notified the contractor of the contractual deficiency (e.g., management, quality, safety, or environmental deficiency report or letter).

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

To justify an Unsatisfactory rating, identify multiple significant events in each category that the contractor had trouble overcoming and state how it impacted the Government. A singular problem, however, could be of such serious magnitude that it alone constitutes an unsatisfactory rating.

An Unsatisfactory rating should be supported by referencing the management tools used to notify the contractor of the contractual deficiencies (e.g., management, quality, safety, or environmental deficiency reports, or letters).

PERFORMANCE BASED SERVICE ASSESSMENT

CONTRACTOR: ________________________

GOVERNMENT REQUIRING ACTIVITY: _____________________

CONTRACT/ORDER NUMBER/ TITLE: _____________________

PERFORMANCE PERIOD COVERED: _____________________________________

NAME AND TITLE OF COR: _______________________________

DATE: __________________________

EVALUATION RATINGS FOR ASSESSMENT

EXCEPTIONAL

VERY GOOD

SATISFACTORY

MARGINAL

UNSATISFACTORY

All value ratings must be supported, objective and explained in the Narrative Section for each Performance Objective.

PERFORMANCE OBECTIVES:

a. TECHNICAL/QUALITY OF PRODUCT OR SERVICE: Rating: <Value>

How well does the contractor meet your Technical Requirement IAW the performance metrics in the PWS?

NARRATIVE: (enter narrative)

b. PROJECT MILESTONES AND SCHEDULE: Rating: <Value>

How well does the contractor meet the established schedule IAW the performance metrics in the

PWS?

NARRATIVE: (enter narrative)

c. COST & STAFFING: Rating: <Value>

Are the staffing levels and expertise appropriate for accomplishing the mission IAW the performance metrics in the PWS?

Were the invoices current, accurate and complete?

NARRATIVE: (enter narrative in box)

d. MANAGEMENT: Rating: <Value>

How well did the contractor integrate/coordinate all activities needed to execute the contract

IAW the performance metrics in the PWS?

NARRATIVE: (enter narrative in box)