Attachment 12-QASP MHA-revised.pdf

QASP | 36C79125DXXXX

Department of Veterans Affairs

Quality Assurance Surveillance Plan For

Material Handling

Contract Number: 36C79125DXXXX

Contractor:_______________________________________

Date Version Editor/Author Notes

1.0 Bradley Geghan Initial Version

Table of

Contents

1. INTRODUCTION

1.1 PURPOSE

1.2 PERFORMANCE MANAGEMENT APPROACH

1.3 PERFORMANCE MANAGEMENT STRATEGIES

2. ROLES AND RESPONSIBILITIES

2.1 Contracting Officer

2.2 Contracting Officer Representative

2.3 Other Key Government Personnel

2.4 Contractor Representative(s)

2.5 Contract Requirements

2.6 Performance Measures

2.7 Rewards for Quality Performance

3. IDENTIFICATION OF REQUIRED PEFORMANCE STANDARDS and QUALITY

LEVELS

3.1 General Areas to be Monitored during Contract Performance

3.2 Performance Standards

3.3 Contract Monitoring

4. Methods of Quality Assurance (QA) Surveillance

4.1 Customer Feedback

4.2 Verification of Documentation Provided by Contractor

4.3 Periodic Inspection

4.4 Random Monitoring

4.5 Acceptable Quality Levels

4.6 Process for Missed Targets

5. Quality Assurance Documentation

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6. Analysis of Quality Assurance

6.1 Determining Performance

6.2 Performance Documentation

6.3 Reporting

6.4 Reviews and Resolution

6.5 CPARS Annual Assessment

7 QASP ANNUAL ASSESSMENT

8 SUMMARY

9 LIST OF APPENDIX

Appendix Q1: PERFORMANCE REQUIREMENT SUMMARY

APPENDIX Q3: QUALITY ASSURANCE MONITORING FORM – CUSTOMER

COMPLAINT INVESTIGATION

APPENDIX Q4: Submittals Table Checklist (Use excel)

APPENDIX Q5: Surveillance Activity Checklist (Use excel)

APPENDIX Q6: COR Monthly Report to Contracting Officer

APPENDIX Q7 &: QASP PERIODIC MAINTENANCE, REVIEW AND ACCEPTANCE

1. INTRODUCTION

This IDIQ level quality assurance surveillance plan (QASP) sets forth procedures and guidelines the Department of Veteran Affairs, Commodities Services and Acquisition Services (CSAS), Denver Logistic Service, and Service Distribution Center will use in ensuring the required performance standards and supplies are achieved by the contractor.

Authority to issue this QASP is provided under Federal Acquisition Regulation (FAR) Clause 52.212-4(a) Inspection/Acceptance, and FAR 52.246-4 Inspection of Services which provided for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the contracting officer or a duly appointed representative.

1.1 PURPOSE

The purpose of the QASP is to describe the systematic methods used to monitor the IDIQ performance and the 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 identified in the Performance Work Statement (PWS).

The 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 the quality assurance documentation requirements and describes the analysis of quality assurance monitoring.

This QASP is based on the premise the Government desires to maintain a quality standard in customer service operations and repairing defective devices and that a service contract to provide the service is the best means of achieving that objective.

1.2 PERFORMANCE MANAGEMENT APPROACH

The QASP will define the performance management approach taken by CSAS to monitor contractor’s performance to ensure performance standards identified in Attachment 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 acceptable performance under the IDIQ is being achieved by the contractor.

1.3 PERFORMANCE MANAGEMENT STRATEGIES

The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against the performance standards shown in attachment.

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 which can be commercial standard practices. QC is work output, not workers, and therefore includes all work performed under this IDIQ regardless of whether the work is performed by contractor employees, teaming partners, or subcontractors.

The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

The Contractor shall provide a general Quality Control Plan (QCP) with the technical proposal. The contractor is responsible for ensuring services are performed in accordance with PWS requirements. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The QCP shall outline how performance issues will be remedied or addressed (i.e.

performance improvement plans, suspensions, reprimands and/or terminations).

Once the quality control plan is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program. This QASP is a “living document” and the Government may review and revise it on a regular basis. The Government will coordinate changes with the contractor through contract modification. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing the surveillance activities. 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 Contracting Officer

The contracting officer (CO) is responsible for monitoring IDIQ compliance and administration and for resolving any differences between observations documented by the program office contracting officer’s representative (COR) and the contractor. The CO will designate a COR as the government authority for performance management.

Assigned CO: Bradley Geghan

2.2 Contracting Officer Representative

The contracting officer’s representative (COR) is designated in writing by the CO to act as his or her authorized representative to assist in administering the IDIQ. COR limitations are contained in the written appointment letter. The COR is responsible for technical 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 price, terms, or conditions shall be referred to the CO 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 performance.

Assigned COR: Joseph Giovannucci

2.3 Other Key Government Personnel

Contracting Specialist(s), Contracting Officer Representative (COR), and Program Manager (PM) will provide contractual guidance and requirements when needed or appropriate. Any unforeseen or potential conflicts or problems can be addressed with the individuals listed but for any contractual changes, the Contracting Officer is the ONLY authority to make any change to the contract. If applicable, this QASP will be revised to include relevant POC information.

Assigned PM: William Lockler, Chief Logistics, DLC

2.4 Contractor Representative(s)

The Contractor has the responsibility for complying fully with the terms and conditions of the contract, participating as a member of the multi-functional team in the post-award management phase, maintaining and implementing a Quality Control Plan that complements the Performance Plan insuring that non-conforming contract services are identified and corrected. The Contractor shall perform for the Government services that conform to the contract requirements and recommend changes to the contract that will provide more effective operations or eliminate unnecessary costs. The Contractor will be responsible for the execution of both the contractual and technical aspects of the contract performance.

The following employee(s) of the contractor shall serve as the contractor’s program manager(s) for this contract.

Primary:

Alternate:

2.5 Contract Requirements

The contract requirements applicable to this QASP are listed in Section B.2 of the Performance Work Statement (PWS); however, the Government is not limited to contract monitoring/surveillance for only those contract requirements included in the QASP. The Contractor is responsible for satisfactory performance of all contract requirements and the Government will modify monitoring methods and requirements as necessary.

The Contractor is responsible for developing, managing, and maintaining a Quality Control Plan (QCP) to meet the performance measures and requirements established in the contract. This action is specified in Section B.2.8.1. The Government is responsible to conduct adequate contract surveillance and quality assurance to ensure contract requirements are satisfactorily performed and performance measures are met or exceeded.

2.6 Performance Measures

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

The Services Summary Matrix incorporated below includes performance measures. The government will use these measures to determine contractor performance and will compare the Contractor’s actual performance to the performance measure.

2.7 Rewards for Quality Performance

Upon satisfactory contract performance the contractor will be eligible for favorable past performance reporting.

3. IDENTIFICATION OF REQUIRED PEFORMANCE STANDARDS and QUALITY

LEVELS

The required IDIQ performance standards and/or quality levels are included in Attachment 1, “Performance Requirements Summary.”

3.1 General Areas to be Monitored during Contract Performance The following PBSC items are identified within the PWS to be applicable on a wide basis and are to be monitored under this QASP.

See the Performance Requirements Summary Attachment and Section

Quality of Services Provided o Compliance with Contract Requirements o Technical Excellence

Timeliness of Performance / Adherence to Schedule o Responsiveness to Customer requests o Reliability

Cost Control o Demonstration of Daily Operational Efficiencies o Incorporation of Innovative Practices Resulting in Cost Savings o Effectiveness in Forecasting, Managing & Controlling Contract Cost/Price o Ability to Keep Within the Total Estimated Cost o Accuracy, Completeness & Timeliness of Invoicing

Business Relations o Customer-focus o Management Effectiveness o Flexibility o Timeliness of Notification and Mitigation of Problems

Effectiveness of Contractor’s Recommended Contractor solutions Effectiveness of Execution of Problem Resolution Contractor solution

Regulatory Compliance:

o Contract security;

o Contract clauses;

o Contract reporting requirements;

o Quality assurance surveillance plan;

o Industry-related requirements, safety/environmental requirements, and standard and unique contract-specific requirements

Section II of this QASP provides further technical guidance and lists the specific operational plans as Contractor Associated with this Services contract.

3.2 Performance Standards

Performance Standards outlined in this QASP shall be used to determine the level of contractor performance in the elements defined. The Performance Work Statement identifies Government objectives and performance standards for each task contracted.

The Government will use these standards to assess Contractor performance against these objectives to ensure performance is, at a minimum, satisfactory. The VA surveillance will measure contractor performance in meeting the standards using the following ratings (definitions provided below in section 6): Unsatisfactory, Marginal, Satisfactory, Very Good, or Exceptional.

The COR will use the performance standards to determine contractor performance rating and will compare contractor performance to the performance threshold of Table A:

Performance Standard Measures. The standards, measures and ratings will be used in the assessment process for the Contractor Performance Assessment Report (CPARS).

3.3 Contract Monitoring

It is the intention of both parties to conduct joint monthly and annual reviews prior to the expiration of the contract to determine and evaluate that services are being performed in accordance to contract terms, to include invoicing and payment are being handled in accordance to contract terms. The parties will jointly determine if this agreement is satisfactory to both parties in the terms of services provided and consideration received.

This review may include but not limited to:

• Analyze all billings

• Analyze all payments

• Analyze cost administrative issues

• Veteran beneficiary satisfaction

• Quality of Service

• Other documentation related to services received.

Table A – Performance Standard Measures:

Deliverable Number

Contract Section Description

Performance Requirement Deliverables

Delivery Time Submit to

Kickoff Meeting-Hire Staff Plan at DLC 100% 1/1/2025 (DLC), 8/1/25 (SDC)

CO / COR

Staffing Tracking Tool Report 95% Monthly COR A2 B.2.3 Program Management Plan - Modifications Monthly COR A3 B.2.3.1 Staffing Retention and Analysis Report 95% Bi-Annually COR/CO A4 1-C3 Contract Performance Mandatory Tasks And Standards:

Accuarcy rate for Mission 95% Monthly COR

Time & Attendance Reports Weekly COR Timekeeping Reports Bi-Weekly COR Overtime Request/Worked Report Bi-Weekly CO/COR

Quality Control Plan Monthly COR Prevention Control 100% Monthly COR Performance Inspections Monthly COR Remedies for Unsatisfactory Performance 95% Within 5 days COR

A7 B.2.12.4 Training Reports 100% Quarterly COR/CO

B1 B.2.5.2 PIV Card Issue Report Monthly COR B2 B.2.7.4 Key and Lock Issue Report Monthly COR B3 B.2.7.2 Background Investigation Roster and Status Report Monthly COR

Data Breach: Management of Security and Privacy Incidents with VA Sensitive Data

100% Immediate COR/CO

Security Incident- the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment.

100% Immediate COR/CO

Material Handling - Quality Assurance Surveillance Plan (QASP)

DLC REQUIREMENTS

A1 B.2.3.1

A5 B.2.3.4

A6 B.2.8.1

SECURITY & MANAGEMENT REQUIREMENTS

B4 B.2.12.2

Contract Section Description

Performance Requirement Deliverables

Delivery Time Submit to

Kickoff Meeting-Hire Staff Plan at DLC 100% 1/1/2025 (DLC), 8/1/25 (SDC)

CO / COR

Staffing Tracking Tool Report 95% Monthly COR A2 B.2.3 Program Management Plan - Modifications Monthly COR A3 B.2.3.1 Staffing Retention and Analysis Report 95% Bi-Annually COR/CO A4 1-C3 Contract Performance Mandatory Tasks And Standards:

Accuarcy rate for Mission 95% Monthly COR

Time & Attendance Reports Weekly COR Timekeeping Reports Bi-Weekly COR Overtime Request/Worked Report Bi-Weekly CO/COR

Quality Control Plan Monthly COR Prevention Control 100% Monthly COR Performance Inspections Monthly COR Remedies for Unsatisfactory Performance 95% Within 5 days COR

A7 B.2.12.4 Training Reports 100% Quarterly COR/CO

B1 B.2.5.2 PIV Card Issue Report Monthly COR B2 B.2.7.4 Key and Lock Issue Report Monthly COR B3 B.2.7.2 Background Investigation Roster and Status Report Monthly COR

Data Breach: Management of Security and Privacy Incidents with VA Sensitive Data

100% Immediate COR/CO

Security Incident- the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment.

100% Immediate COR/CO

Material Handling - Quality Assurance Surveillance Plan (QASP)

DLC REQUIREMENTS

A1 B.2.3.1

A5 B.2.3.4

A6 B.2.8.1

SECURITY & MANAGEMENT REQUIREMENTS

B4 B.2.12.2

4. Methods of Quality Assurance (QA) Surveillance Various methods exist to monitor performance. Reviews and reports will be conducted in compliance with VA Privacy and Information Security Standards. The VA COR shall use surveillance methods listed below in 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, Appendix Q5.

4.1 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 must be forwarded to the VA COR.

The VA 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 VA COR shall also keep

Deliverable Number

Contract Section Description

Performance Requirement Deliverables

Delivery Time Submit to

List of Reports and the Due dates Due After C1 Weekly Reports

B.2.3.4 Time & Attendance Reports 7 days Weekly COR C2 Bi-Weekly Reports

B.2.3.4 Timekeeping Reports 7 days Bi-Weekly COR B.2.3.4 Overtime Request/Worked Report 7 days Bi-Weekly COR

C3 Monthly Reports B.2.2.4 Accuarcy rate for Mission 30 days Monthly COR/CO B.2.3.1 Staffing Tracking Tool Report 30 days Monthly COR/CO B.2.3 Program Management Plan - Modifications 30 days Monthly COR/CO

B.2.3.1 Staffing Retention and Analysis Report 30 days Monthly COR/CO B.2.5.2 PIV Card Issue Report 30 days Monthly COR/CO B.2.7.2 Background Investigation Roster and Status Report 30 days Monthly COR/CO B.2.7.4 Key and Lock Issue Report 30 days Monthly COR/CO B.2.8.1 Quality Control Plan 30 days Monthly COR/CO B.2.8.1 Prevention Control 30 days Monthly COR/CO B.2.8.1 Performance Inspections 30 days Monthly COR/CO

C4 Quarterly Reports B.2.12.4 Training Reports 30 days Quarterly COR/CO

C5 Bi-Annually Reports B.2.3.1 Staffing Retention and Analysis Report B.2.3.4 Timekeeping Reports 30 days Bi-Annually COR/CO B.2.3.4 Overtime Request/Worked Report

C6 Annual Reports B.2.3 Program Management Plan 30 days Annual COR/CO

B.2.3.1 Staffing Plan 30 days Annual COR/CO B.2.4 Training Reports 30 days Annual COR/CO

CONTRACTOR REPORTS

Material Handling - Quality Assurance Surveillance Plan (QASP) the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance Activity Checklist.

4.2 Verification of Documentation Provided by Contractor

This level of inspection shall be accomplished by monitoring and documentation. Each month, the VA COR, or if Contractor designated the appropriate Technical Monitor, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.

4.3 Periodic Inspection

Periodic inspections shall be conducted if and when specified in individual task orders.

For the potential tasks that have been identified Contractor far and included in this QASP, the appropriate Technical Monitor typically performs the periodic inspection on a monthly basis.

4.4 Random Monitoring

Random monitoring shall be conducted if and when specified in individual task orders.

For the potential tasks that have been identified Contractor far and included in this QASP, the random monitoring shall be performed by the VA COR, CO or by the appropriate designated Technical Monitor.

The Inspection and Acceptance clauses (or other applicable clauses) become the basis for any actions that the Contracting Officer may deem appropriate when performance requirements are not being met or the quality is of an unsatisfactory level.

4.5 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 1, Performance Requirements Summary Table, for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative CPARS reviews for performance shortfalls. For certain critical activities such as those involving Mission Accuracy Rate, the desired performance level is established at 95 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at VA DLS and SDC Warehouse services.

4.6 Process for Missed Targets

Process for justification/explanation of missed targets:

• Contracting Officer will notify the Contractor of failure to meet target/metric/performance standard;

• Contractor must submit a written appeal to the CO within 10 days of receipt of notification of failure to meet the standard. The appeal must contain the following:

o An explanation for the failure to meet the standard;

o A performance improvement plan (PIP);

o A date for completion of the performance improvement plan, and for regaining satisfactory target goals.

• If standards are not met, the Contracting Officer may take appropriate steps to remedy the Contractor’s failure to meet the terms and conditions of the contract.

5. Quality Assurance Documentation

5.1 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 (chart also in Appendix Q1.)

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Appendix Q2 and Q3. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results Material Handling services are being achieved. The COR will retain a copy of all completed QA surveillance forms in COR File as well as upload to eCORS.

6. Analysis of Quality Assurance

6.1 Determining Performance

Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs 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. Failure to meet the AQL may result in a poor performance review in CPARs in Attachment 2.

Likewise, if the contractor exceeds the performance standards, a positive CPARS will be attained. The contractor’s performance is evaluated using the QASP.

6.2 Performance Documentation

The COR will, in addition to providing documentation to the Contracting Officer maintain a complete Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’s performance of the quality assurance function, including the originals of all Surveillance Activity Checklists.

All such records will be retained for the life of this contract. The COR shall forward these records to the Contracting Officer at termination or completion of the contract.

• Contractor performance on this contract will be documented in the manner described below:

Acceptable performance. The Government will document performance that meets or exceeds minimum expectations. A Performance Report will be used for this documentation effort and is to be used whenever the COR performs monitoring/surveillance (i.e.

inspections, visits, etc.) on the contract. A template for this Report can be found at Appendix Q2. All Performance Report documentation will be placed in the COR file. It is important to note that these Performance Reports can become part of supporting documentation for appropriate actions taken under this contract.

Unacceptable performance. When unacceptable performance is observed, in addition to completing a Performance Report, the COR will complete a Contract Discrepancy Report (CDR). An example of this form can be found at Appendix Q3. This form serves as the official written notification to the CONTRACTOR of an observed contract discrepancy. (Note: Only under unique circumstances will verbal communication be used to initially inform the CONTRACTOR of a potential contract discrepancy. However, in those cases, the COR will follow-up with written notification of the finding as Contractor on as possible, coordinate it through the CO, and provide to the CONTRACTOR.) As part of the CDR process:

o The CONTRACTOR shall acknowledge receipt of the

CDR in writing.

o The CONTRACTOR will prepare a corrective action plan to document how the CONTRACTOR shall correct the unacceptable performance and avoid recurrence.

o The CDR will clearly indicate a due date by which the CONTRACTOR has to present this corrective action plan to the COR.

The Government will review the CONTRACTOR’s corrective action plan to determine acceptability:

Summary of Methodology & Purpose for Performance Documentation The reports & forms referenced in this QASP are designed to collectively serve as a traceable documented history of CONTRACTOR performance. These will align Contractor support recordkeeping requirements mandated by the VA Contracting Officer’s Representative Training (CORT) tool, as well as annual performance assessments mandated by CPARS. Specifically:

Performance Report (Appendix Q2) -- Used by the COR whenever performing contract monitoring/surveillance on the UP contract. Both negative and positive aspects of the CONTRACTOR’s performance are documented. The information recorded in Performance Reports can serve as a significant Contractor source of documented CONTRACTOR performance. This information can subsequently be used in developing the COR Monthly Report to the Contracting Officer.

6.3 Reporting

At the end of each month, the COR will prepare a written report for the CO summarizing the overall results of the quality assurance surveillance of the contractor’s performance.

This written report, which includes the contractor’s submitted monthly report and the completed quality assurance monitoring forms (Appendix Q2), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

6.4 Reviews and Resolution

The CO may require the contractor’s project manager, or a designated alternate, to meet with the COR, CO and other government IPT personnel as deemed necessary to discuss performance evaluation. The CO 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 and CO 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 Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis;

Recommendations for improved efficiency and/or effectiveness;

[insert if appropriate: Issues arising from the performance monitoring processes]

The QAR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

The COR and contractor should jointly formulate tactical and long-term courses of action.

Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the PCO/ACO.

6.5 CPARS Annual Assessment

The Contractor will be annually assessed and rated for their performance and operation of the utility system listed per the contract. Metrics and methods are designed to determine rating for a given standard and acceptable quality level. The Contractor Performance Assessment Reporting System (CPARS) will be utilized to perform this assessment:

6.5.1 CPARS training can be accessed at: https://www.cpars.gov/ (Use “Assessing Official Representative” role) (Approx. 2 hrs. to complete) https://www.cpars.gov/

6.5.2 The COR will establish an account in CPARS in order to officially contribute to the Government’s annual assessment of the Contractor’s performance. The COR’s input will carry significant weight in the development of the Government’s overall annual rating of the Contractor’s performance under this contract.

6.5.3 The COR will assign a rating to the Contractor’s performance under the contract using the following table:

Exceptional • Performance exceeded many of the contract requirements to the Government’s benefit.

• Few minor problems resulted from the performance; any corrective actions taken were highly effective.

Very Good • Performance exceeded Contractor some of the contract requirements to the Government’s benefit.

• Contractor me minor problems resulted from the performance;

any corrective actions taken were effective.

Satisfactory • Performance met all of the contract requirements.

Contractor some minor problems resulted from the performance;

corrective actions taken were satisfactory.

Marginal • Performance did not meet Contractor some of the contract requirements, causing impact to the Government.

• Serious problems resulted from the performance, but recovery was still possible; corrective actions taken were either marginally effective or not fully implemented.

Unsatisfactory • Performance did not meet most of the contract requirements, causing impact to the Government.

• Serious problems resulted from the performance, and recovery was not considered likely; corrective actions taken were ineffective.

6.5.4 The COR’s assessment and recommended rating will be reviewed by the

Contract Specialist /Contracting Officer to ensure sufficient justification. Upon completion of the Government’s annual assessment and rating of the Contractor’s performance, the assessment and rating will be officially recorded in the Past Performance Retrieval System (PPIRS). Information in PPIRS will serve as a valuable Government Contractor source of CONTRACTOR past performance information for future Contractor solicitations upon which the Contractor may offer.

a. PPIRS training can be accessed at:

http://www.ppirs.gov/webtrain/webtrain.htm

b. Contractor shall assign point of contact for CPARs reviews http://www.ppirs.gov/webtrain/webtrain.htm

CPARS training can be accessed at: CPARS Learning Center

7 QASP ANNUAL ASSESSMENT

To provide for changing quality assurance and quality performance conditions, due to changes in regulatory requirements and/or VA and contractor capabilities, the components of QASP measurement and reporting will be reviewed at least annually or more frequently if required by changes in regulatory requirements.

8 SUMMARY

The QASP serves as an important guiding document, providing the framework for government monitoring, surveillance, and coordination of the Contractor’s activities and responsibilities under this CRT Repair Services contract. The typical long-life of this contract, its many moving parts, and the fact that the Contractor manufactures, requires a close, long-term partnership between the government and the Contractor. The deliberate and methodical approach to the development and maintenance of this QASP will help ensure this partnership continues to be nurtured, resulting in long-term quality utility service to Department of Veteran Affairs.

9 LIST OF APPENDIX

Appendix Q1 – Performance Requirements Summary Appendix Q2 – Quality Assurance Monitoring Form Appendix Q3 – Customer Complaint Investigation Appendix Q4 - Submittals Table Checklist Appendix Q5 - Surveillance Activity Checklist Appendix Q6 – COR/PM Quarterly Report Instructions Appendix Q7 - QASP PERIODIC MAINTENANCE, REVIEW AND ACCEPTANCE https://www.cpars.gov/lc.htm

Appendix Q1: PERFORMANCE REQUIREMENT SUMMARY

Contract Section Description

Performance Requirement Deliverables Delivery Time Submit to

Kickoff Meeting-Hire Staff Plan at DLC 100% 1/1/2025 (DLC), 8/1/25 (SDC)

CO / COR

Staffing Tracking Tool Report 95% Monthly COR A2 B.2.3 Program Management Plan - Modifications Monthly COR A3 B.2.3.1 Staffing Retention and Analysis Report 95% Bi-Annually COR/CO A4 1-C3 Contract Performance Mandatory Tasks And Standards:

Accuarcy rate for Mission 95% Monthly COR

Time & Attendance Reports Weekly COR Timekeeping Reports Bi-Weekly COR Overtime Request/Worked Report Bi-Weekly CO/COR

Quality Control Plan Monthly COR Prevention Control 100% Monthly COR Performance Inspections Monthly COR Remedies for Unsatisfactory Performance 95% Within 5 days COR

A7 B.2.12.4 Training Reports 100% Quarterly COR/CO

B1 B.2.5.2 PIV Card Issue Report Monthly COR B2 B.2.7.4 Key and Lock Issue Report Monthly COR B3 B.2.7.2 Background Investigation Roster and Status Report Monthly COR

Data Breach: Management of Security and Privacy Incidents with VA Sensitive Data

100% Immediate COR/CO

Security Incident- the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment.

100% Immediate COR/CO

List of Reports and the Due dates Due After C1 Weekly Reports

B.2.3.4 Time & Attendance Reports 7 days Weekly COR C2 Bi-Weekly Reports

B.2.3.4 Timekeeping Reports 7 days Bi-Weekly COR B.2.3.4 Overtime Request/Worked Report 7 days Bi-Weekly COR

C3 Monthly Reports B.2.2.4 Accuarcy rate for Mission 30 days Monthly COR/CO B.2.3.1 Staffing Tracking Tool Report 30 days Monthly COR/CO B.2.3 Program Management Plan - Modifications 30 days Monthly COR/CO

B.2.3.1 Staffing Retention and Analysis Report 30 days Monthly COR/CO B.2.5.2 PIV Card Issue Report 30 days Monthly COR/CO B.2.7.2 Background Investigation Roster and Status Report 30 days Monthly COR/CO B.2.7.4 Key and Lock Issue Report 30 days Monthly COR/CO B.2.8.1 Quality Control Plan 30 days Monthly COR/CO B.2.8.1 Prevention Control 30 days Monthly COR/CO B.2.8.1 Performance Inspections 30 days Monthly COR/CO

C4 Quarterly Reports B.2.12.4 Training Reports 30 days Quarterly COR/CO

C5 Bi-Annually Reports B.2.3.1 Staffing Retention and Analysis Report B.2.3.4 Timekeeping Reports 30 days Bi-Annually COR/CO B.2.3.4 Overtime Request/Worked Report

C6 Annual Reports B.2.3 Program Management Plan 30 days Annual COR/CO

B.2.3.1 Staffing Plan 30 days Annual COR/CO B.2.4 Training Reports 30 days Annual COR/CO

A6 B.2.8.1

SECURITY & MANAGEMENT REQUIREMENTS

B4 B.2.12.2

CONTRACTOR REPORTS

Material Handling - Quality Assurance Surveillance Plan (QASP)

DLC REQUIREMENTS

A1 B.2.3.1

A5 B.2.3.4

Reporting Requirements and Deliverables The Contractor shall furnish reports to allow VA to access and monitor their plans. Unless otherwise specified, Contractors shall electronically submit all deliverables (contract plan, reports, etc.) to the COR. Deliverables must be formatted in MS Excel for data and MS Word for text. Email is to be the preferred delivery means in PDF or excel format. Regular mail and/or encryption email may be used for personal identifiable information (PII). The Contractor shall deliver these reports on or before the 15th day of each month following the reporting month for monthly reports (e.g. summary July data is due on or before August 15). For quarterly reports the Contractor shall deliver these reports on or before the 15th of each month, following the reporting quarters of Jan-Mar, Apr.-Jun, Jul-Sept, and Oct-Dec. For Annual reports, the Contractor shall deliver within 15 days of the annual anniversary of contract award.

APPENDIX Q2: Quality Assurance Monitoring Form

ROES ORDER

NUMBER:_________________________________________________________

CLINICIAN/CLINIC:_______________________________________________________

SURVEY

PERIOD:_______________________________________________________________

SURVEILLANCE METHOD (Check):

� Random Sampling � 100% Inspection � Periodic Inspection � Customer Complaint

LEVEL OF SURVEILLANCE (Check):

� Monthly � Quarterly � As Needed

ANALYSIS OF RESULTS:

Contractor’s Performance (Check):

� Meets Standards � Does Not Meet Standards

Narrative of Performance During Survey Period: -

Prepared By:

(Name, Title, Date)

APPENDIX Q3: QUALITY ASSURANCE MONITORING FORM – CUSTOMER

COMPLAINT INVESTIGATION

CONTRACTOR: _______________________________________________________

BPA/TASK ORDER NUMBER: __________________________________________

DATE/TIME COMPLAINT RECEIVED: _____________ ________ AM / PM

SOURCE OF COMPLAINT: _______________________________ (NAME)

_______________________________ (ORGANIZATION)

_______________________________ (PHONE NUMBER)

_______________________________ (EMAIL ADDRESS)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT:

___________________ AM / PM

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

RECEIVED AND VALIDATED BY:

PREPARED BY: ___________________________________ DATE:

APPENDIX Q4: Submittals Table Checklist (Use excel) Contract Number: ___________________________________________________ POC/Phone/Email: __________________________________________________

Submittal/Deliverable Reference Frequency Example references below are Contractor of the “common” submittals that are seen (but not all inclusive).

NOTE: A CORs “actual deliverable/submittal” are very specific per their contract Contractor adding or deleting Contractor of the listed below

“EXAMPLE”

submittals may be required to match contract requirements.

Examples – C._?

JA_? / J._? etc…

Examples – Initially, With Proposal and then when changed, Annually, Semi-annually, Quarterly, Monthly, Weekly, Daily, As needed/required, etc…

Quality Control Plan Safety & Accident Prevention Plan

Hiring and Training Management Plan

APPENDIX Q5: Surveillance Activity Checklist (Use excel) Contract Number: ___________________________________________________ POC/Phone/Email: __________________________________________________

Ref.

Del.

No.

Performance Standard

Method of Measurement

Performance Metrics

Method of Surveillance

Date Accomplished

Compliance (Exceeded, Met or Partially Met)

APPENDIX Q6: COR Monthly Report to Contracting Officer The COR or delegated Assistant COR shall complete either a Monthly Report depending on the phase of the contract to the Contracting Officer (shown below) to document both negative and positive aspects of the Contractor’s performance for the contract. The report shall be submitted to the Contracting Officer in accordance with a mutually established submittal schedule.

The report shall minimally include the following information:

1. Contract Number

2. Contract Period of Performance

3. Contractor Name:

4. Method of Surveillance (ex: Direct Observation, Assessment of Deliverables, Review of Invoice/Payments):

5. Compliance: This document is in accordance with the Inspection of Services

Clauses under FAR 52.246-4 (for non-regulated contracts) and the Quality Assurance Surveillance Plan Requirements.

6. Overall Assessment: Complete items 6a to 6f below by providing a detailed explanation in Item 7. Attach additional documentation for support evidence.

a. Quality of Work (Exceptional, Very Good, Satisfactory, Marginal, Unsatisfactory)

b. Deliverable provided by the contractor this moth (list here):

c. Was contract performance timely?

d. Are there any significant issues identified and should be brought to

Contracting Officer’s attention?

e. Are actions being taken by the Contractor to correct discrepancies?

f. Customer Complaints?

i. # of Complaints

ii. # of Valid Customer Complaints

7. Additional Comments

8. Sign and Date the report.

APPENDIX Q7 &: QASP PERIODIC MAINTENANCE, REVIEW AND ACCEPTANCE

The functional team members’ signatures below indicate their review and acceptance of the Quality Assurance & Surveillance Plan, dated _________ , for Material Handling services provided at DLS and/or SDC under contract 36C79125DXXXX. These signatures indicate coordination on this Government QASP at the time of Original and will remain in effect until the Plan is modified.

Signature/Date Signature/Date Bradley G. Geghan Name Contracting Officer Contracting Officer Representative Commodities and Services Acquisition Service Denver Logistics Services or National Acquisition Center, Service & Distribution Center Department of Veteran Affairs