36C77620R0002-040.docx

Attachment C – Quality Assurance and Surveillance Plan The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success:

(This is the maximum error rate. It could possibly be “Zero deviation from standard”) Method of Surveillance

PRS # 1

99.9% Uptime Reliability The prime contractor shall provide 99.9% uptime reliability for all propriety software, interfaces, hardware and other proprietary capabilities to include all required sub-licenses and sub-contracted capabilities on a fully integrated basis to include all video capabilities as part of the terms and conditions of this contract which pertains to the continued integrated connectivity of all products and services.

The requirement for 99.9% uptime reliability shall include the prime contractor’s intellectual property to and all required sub-licenses, hardware, and interfacing with the prime contractor intellectual property to include the proprietary video capability which shall be fully integrated under this contract with unit pricing as required by Federal law as prescribed in the Federal Acquisition Regulation.

The requirement for 99.9% uptime reliability shall also apply to all in- room equipment and/or hardware purchased under this contract in accordance with the standard commercial business practices of the prime contractor. The prime contractor shall be responsible for all sub-contractors for each VHA site requiring the installation of Tele ICU intellectual property and proprietary systems from the prime contractor to include all proprietary sub-licenses and sub-contracted video capabilities.

99.9%

No more than one unresolved incident, outstanding longer than five (5) business days, reported per 30 days.

100% Inspection and Validated Customer Complaint.

Contracting Officer’s Representative (COR) will work with the Biomedical Equipment Support Specialist and Chief Health Informatics Officer to receive customer complaints, evaluate deviations from 99.9% and quantitatively determine reasons for the lapse in standard prior to addressing the Contracting Officer or prime contractor.

PRS # 2

Project and Sub-Contractor Management

Contracting Officer’s Representative will work with the Biomedical Equipment Support Specialist and Chief Health Informatics Officer to receive customer complaints, evaluate deviations from 99.9% and quantitatively determine reasons for the lapse in standard prior to addressing the Contracting Officer or prime contractor.

PRS #3

Timeliness

(User Survey)

PRS #4

Invoicing/Billing

(Periodic Inspection)

PRS #5

TMS Compliance All staff to complete and submit training certificates for required TMS 10176, TMS 10203 and all other training requirement by the Department of Veterans Affairs as appropriate.

PRS #6

Reports/Documentation

Late Deliverables and/or Significant Errors or Omissions shall be handled in the following manner:

The above QASP is only a sample and may change based on what the Contractor submits in their proposed Performance Work Statement (PWS).

Late deliverables:

1. Deliverables must be provided on the dates specified. Any changes to the delivery date must have prior approval (in writing) by the PM/CO or designate at least five business days prior to the deliverable due date

1. If the deliverable cannot be provided within the scheduled time frame, the Vendor is required to contact the Project Manager/Contract Manager in writing with a reason for the delay and the proposed revised schedule. The request for a revised schedule must include the impact on related tasks and the overall project

1. A request for a revised schedule must be reviewed and approved by the PM/CO before placed in effect. Contract Terms and Conditions may dictate penalties, costs, and other actions based on the facts related to the request for a revised schedule

Note 1: Significant errors or omissions are defined as deliverables not meeting the intent of the task and the work considered to be within scope of this order.

Note 2: Continued repetitive errors may result in an unacceptable rating on performance report to be used as part of the evaluation criteria on future order competition.