36C77018R0359-005.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

For: All associated Consolidated Mail Outpatient Pharmacies (CMOP) facilities of the Department of Veterans Affairs.

Contract Number: TBD

Contract Description: Shipper/Packer Services

Contractor’s name: TBD

1. PURPOSE

a. This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract requirement. This QASP explains the following:

i. What will be monitored?

ii. How monitoring will take place?

iii. Who will conduct the monitoring?

iv. How monitoring efforts and results will be documented?

b. This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

c. This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Jenny Rathjen Organization or Agency: Network Contracting Office 15, CMOP Acquisitions

b. Contracting Officer’s Representative (COR) - The COR’s are responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR’s shall keep a quality assurance file. The COR’s are not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Assigned COR’s:

Leavenworth, KS: Sheila Volski Chelmsford, MA: Daniel Hines Tucson, AZ: John Peterson, James Backus Lancaster, TX: Alice Hernandez, Hillary Cleveland Murfreesboro, TN: Neta Cobb, Kimberly Baker, Kelly Neil Hines, IL: William (Bill) Griseto Charleston, SC: Michael (Chris) Jacobs, Carla Mitchell

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

a. Program Manager –

b. Other Contractor Personnel -

c. Title:

4. PERFORMANCE STANDARDS

a. Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.

b. The Performance Work Statement includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level

(AQL).

Task #

Location In

PWS

Indicator Standard

Acceptable Quality Level

Method of Surveillance

7.2. Staffing levels

Contracted numbers of positions filled per location

97%/per shift COR’s to track with contractor

2 7.6. Training Folder

All employees have up to date six-part training folder

100%

Random monitoring of up to 15% of current personnel and 100% of new personnel

16.8.9.1. Training &

Orientation

Compliance with initial and annual training requirements

100%

Random monitoring of up to 15% of current personnel and 100% of new personnel

5.2. & 9.5. Productivity Mean productivity standard

-20% of mean productivity standard

Review of productivity reporting

Task #

Location In

PWS

Indicator Standard

Acceptable Quality Level

Method of Surveillance

6.5.4 Facility Access

All contract personnel shall have PIV card in their possession for facility access

<= 8 instances per quarter without card for all facilities

COR’s to track with Contractor

6.5.5. System Access

All contract personnel shall have PIV card in their possession for system access

<= 8 instances per quarter without card for all facilities

COR’s to track with Contractor

7.18 Security

Contract personnel shall not pose security threat to facility personnel or property

<=1 security threat per quarter

COR’s to track with

CO

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

a. Random Monitoring-Random monitoring shall be conducted if and when on-going quality assurance measures dictate

b. Internal and External Customer Feedback-Customer feedback may be obtained from either the results of formal customer surveys or random customer complaints or feedback.

c. Review of operation logs, databases, or metrics

d. Review of data reported through quality and safety program

e. Review of contractor reports or records

f. Audit or review by third party-Third party audits or reviews shall be conducted if and when on-going quality assurance measures dictate

g. 100% inspection-This level of inspection may be accomplished by automated monitoring and documentation features built into the production computer and related information systems. Each month, the COR shall review the generated documentation and document summary results.

h. Periodic Inspection- Periodic shall be conducted if and when ongoing quality assurance measures dictate.

7. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

a. Exceeds Standard

b. Meets Standard

c. Failed to meet Standard

8. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE: The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE: When unacceptable performance occurs, the COR shall inform the Contracting Officer. This will normally be in writing unless circumstances necessitate verbal communication. In any instance of unacceptable performance, the COR shall document the discussion and place it in the COR file.

c. When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the contractor's program manager through the contracting officer (CO).

d. The contractor shall acknowledge receipt of the CDR in writing. The CDR will 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 CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor’s corrective action plan to determine acceptability.

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

9. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement: During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. Reports will be completed on a quarterly basis and a copy will be provided to the contractor.

b. Frequency of Performance Assessment Meetings: The COR shall meet with the contractor quarterly to assess performance and shall provide a written assessment.

Signatures:

Contractor Program Manager

Jenny Rathjen Contracting Officer