3 - Quality Assurance Surveillance Plan.pdf

Military OneSource

Quality Assurance Surveillance Plan (QASP)

Attachment 3

INTRODUCTION

The role of the government in quality assurance is to ensure contract standards are achieved.

The purpose of the QASP is to identify the methods and procedures the government will use to evaluate contractor actions while performing the requirements in the Performance Work

Statement (PWS). It is designed to provide an effective surveillance method by monitoring contractor performance for each listed performance objective in the Performance Requirements

Summary (PRS) section of this QASP.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish. It is essential that the government directs and oversees the maintenance of a quality standard for the Military OneSource Program to ensure superior services are provided to service members and their families.

The QASP has been developed by the Office of the Deputy Assistant Secretary of Defense for

Military Community and Family Policy (DASD (MC&FP)). It is designed to provide direction to personnel performing contract surveillance activities. Personnel surveying the contract terms and conditions and PWS requirements will periodically review the QASP throughout the life of the contract.

QUALITY REQUIREMENTS

Quality Control Program. The contractor, not the government, is responsible for management and quality control actions to meet the terms of the contract.

The quality control program is the driver for quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program provides the measures needed to lead the contractor to success.

SURVEILLANCE

Surveillance Schedule.

The surveillance schedule may include:

1. Periodic Surveillance: The government will monitor performance of certain performance requirements on a weekly, monthly, or quarterly basis. These items are indicated in the

PRS below.

2. Contractor reports: The contractor will report statistics on all metrics listed in the PRS.

3. Unannounced inspections: The government reserves the right to conduct unannounced, unscheduled checks on any performance requirement at any time.

4. 100% Inspection: Once annually, the government may conduct a 100% review of all performance requirements.

Surveillance Methods.

1. Contractor reporting: the contractor will report on all QASP metrics monthly and on an ad-hoc basis as required by the government.

2. Government sampling: the government will have access to contractor systems and may conduct both qualitative and quantitative reviews of the data contained therein.

Customer Complaints. If the government receives a customer complaint, the following procedures will be followed:

1. Person receiving the complaint notifies the COR.

2. The COR conducts a preliminary review of the incident. If appropriate, the COR notifies the Contract Administrator and Program Manager.

3. The COR conducts an investigation to determine the validity of the complaint. If the

COR determines the complaint to be valid, he/she documents the findings and notifies the customer and the contractor.

4. If the complaint is valid, the contractor is given 24 hours to correct the complaint.

5. The COR informs the customer the approximate time the complaint will be corrected and advises the customer to contact the COR directly if the complaint is not corrected.

6. The contractor returns the written customer complaint to the COR, completed with the actions taken to correct it. The government will retain this record to ensure the contractor has taken appropriate action(s) to prevent recurrence.

7. At the end of each month, all validated complaints will be counted to determine if performance is satisfactory or unsatisfactory based on the criteria in the PRS.

Unacceptable Performance: If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the contractor.

If the contractor’s performance is judged unacceptable by the COR, the COR will request a contractor representative’s signature and date of surveillance on documentation acknowledging notification. If the contractor representative refuses to sign, the COR shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the contractor disputes the results of surveillance, the COR shall refer the contractor to the CO for resolution.

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Overview: This PRS identifies critical success factors for the contract. It identifies both the performance objectives for those factors and the performance threshold required for each performance objective. The government reserves the right to monitor all services called for in the contract to determine whether or not the performance objectives and goals were met.

The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the government under any other provision of the contract.

Performance Remediation. Performance of a service will be evaluated to determine whether it meets the performance threshold. The contractor shall provide the government a written response explaining why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence of the cause will be prevented in the future.

CALL CENTER METRICS

Performance Requirement Standard Surveillance

Provide responsive service to callers

Calls answered live within 20 seconds of first ring; 90%

Contractor monthly reports, government sampling

Provide responsive service to callers

Abandon rate < 3% Contractor monthly reports, government sampling

Provide responsive service to callers

Messages taken < 3% of calls Contractor monthly reports, government sampling

Provide responsive service to callers

Hold time during triage < 5 minutes; 95%

Contractor monthly reports, government sampling

Provide responsive service to callers

Callbacks completed within 48 hours; 95%

Contractor monthly reports, government sampling

Provide translation services to callers

Availability of services; 100% Contractor monthly reports, government sampling

Translation of documents 1 – 4 pages within 3 business days of request;

5 – 19 pages within 5 business days of request;

20+ within 7 business days of request;

95% for all combined

Contractor monthly reports, government sampling

Follow Up Attempts 100% as agreed to by caller and as clinically appropriate

Contractor monthly reports, government sampling

Service Breakdowns¹ as a

Percentage of Cases

< 2% Contractor monthly reports, government sampling

Specialty Consultations for

Wounded Warrior Referrals submitted within 1 hour of call to facilitate 96 hour plan of action

100% Contractor monthly reports, government sampling

Specialty Consultations for 95% within 1 business day Contractor monthly reports, Wounded Warrior Case information posted to tracking system government sampling

Specialty Consultations for

Wounded Warrior Follow up rate

100% Contractor monthly reports, MILITARY ONESOURCE WEB PRESENCE

Web presence uptime excluding scheduled maintenance

98% Contractor monthly reports

PARTICIPANT SATISFACTION METRICS

% of Participants Surveyed 100% of those appropriate for survey

Contractor monthly reports, government sampling

% Overall Satisfaction 95% Contractor monthly reports, government sampling

% Satisfied with Educational

Materials (received in a timely manner, readability, utility & validity)

95% Contractor monthly reports, government sampling

Participants Satisfaction with

Military OneSource Web presence

95% Contractor monthly reports, government sampling

Participants Satisfaction with translation/ interpretation services

92% Contractor monthly reports, government sampling

Participants Satisfaction with

Specialty Consultations for

Wounded Warrior

92% Contractor monthly reports, government sampling

Participants Satisfaction with

Financial Counseling

92% Contractor monthly reports, government sampling

Participants Satisfaction with

Health & Wellness Coaching

92% Contractor monthly reports, government sampling

Participants Satisfaction with

Other Specialty Consultations

92% Contractor monthly reports, government sampling

Participants Satisfaction with face-to-face experience in relation to Non-medical counseling

92% Contractor monthly reports, Participants Satisfaction with telephonic experience in relation to Non-medical counseling

92% Contractor monthly reports, government sampling

Participants Satisfaction with web-based experience in relation to Non-medical counseling

92% Contractor monthly reports, government sampling

Participants Satisfaction with video experience in relation to Non-medical counseling

92% Contractor monthly reports, government sampling

Participants Satisfaction with

Triage Consultant

92% Contractor monthly reports, government sampling

Participants Satisfaction with

Tax Services

92% Contractor monthly reports, government sampling

Satisfaction with Military

OneSource State Consultant

92% Contractor monthly reports, TRAINING AND CREDENTIALING

Criminal History Background

Checks

100% upon hire and every five years after employment

Contractor monthly reports, government sampling

Federal Information Systems

Security (ISS) Awareness &

Personally Identifiable

Information (PII) Training

100% before access to government data system

Contractor monthly reports, government sampling

Military OneSource Staff

Orientation Training

100% within 15 days of hire Contractor monthly reports, government sampling

Military OneSource Staff refresher training

Every 6 months Contractor monthly reports, government sampling

Network Provider Orientation training

100% before being assigned

Military OneSource

Participants

Contractor monthly reports, government sampling

Network Provider Refresher training

100% annually Contractor monthly reports, government sampling

Network Provider signed addendums and/or contracts to perform Military OneSource

Non-medical Counseling

100% before being assigned

Military OneSource

Participants

Contractor monthly reports, government sampling

Network Provider Credentials and License Verification

100% before being assigned participants and annually thereafter

Contractor monthly reports, government sampling

Health and Wellness Coach

Orientation training

100% before being assigned

Military OneSource

Participants

Health and Wellness

Refresher training

100% annually Contractor monthly reports, government sampling

Financial Counselor

Orientation Training

100% before being assigned

Military OneSource

Participants

Contractor monthly reports, government sampling

Financial Counselor Refresher training

100% annually Contractor monthly reports, NON-MEDICAL COUNSELING

Non-Medical Counseling

Quality² of cases

95% Measured through QA

Reviews reported on contractor monthly reports, government sampling

Non-Medical Counseling cases scheduled for face-to-face appointment

92% within 3 business days Measured through QA

Reviews reported on contractor monthly reports, government sampling

Case information posted to

CMS

100% posted within 45 days from date of service.

Measured through QA

Reviews reported on contractor monthly reports, government sampling

Case information to be posted to CMS in an adverse incident³

100% within 24 hrs from date of service or receipt of incident.

Measured through QA

Reviews reported on contractor monthly reports, government sampling

Service breakdowns¹ as a percentage of Non-Medical

Counseling cases

< .5% Contractor monthly reports, government sampling

Provider Availability 92% within 30 minutes or 15 miles of Participant

HEALTH & WELLNESS COACHING

Quality² of Health & Wellness

Coaching

Although Council on

Accreditation (COA) or

Measured through QA reviews and Contractor monthly

Utilization Review

Accreditation Commission

(URAC) “accreditation” is not a requirement of this program, the minimum standards of these accrediting bodies shall be met.

If not COA or URAC, the contractor’s proposed and

Government accepted quality standards shall be met.

reports, government sampling

Health & Wellness cases scheduled for appointment

92% within 3 business days Contractor monthly reports, government sampling

Health & Wellness information posted to CMS

100% within 45 days of the date of service.

Measured through QA reviews and Contractor monthly reports, government sampling

Case Information is furnished to provider of services

100% prior to scheduled appointment and or within 3 business days, Measured through QA reviews and Contractor monthly reports, government sampling

Service Breakdowns¹ as a percentage of cases

< .5% Measured through QA reviews reports, government sampling

FINANCIAL COUNSELING

Quality² of Financial

Counseling

95% Measured through QA reviews and Contractor monthly reports, government sampling

Financial Counseling cases scheduled for appointment

92% within 3 business days Contractor monthly reports, government sampling

Financial Counseling

Documented and Provided.

100% within 45 days of the date of service.

Measured through QA reviews and Contractor monthly reports, government sampling

Case Information is furnished to provider of services

100% prior to scheduled appointment and or within 3 business days, Measured through QA reviews and Contractor monthly reports, government sampling

Service Breakdowns¹ as a percentage of cases

< .5% Measured through QA reviews

TAX CONSULTATION SERVICES

Quality² of Tax Consultation 95% Measured through QA reviews and Contractor monthly reports, government sampling

Tax Consultation cases scheduled for appointment

92% within 3 business days Contractor monthly reports, government sampling

Tax Consultation Documented and Provided

100% within 45 days of the date of service

Measured through QA reviews and Contractor monthly reports, government sampling

Service Breakdowns¹ as a percentage of cases

< .5% Measured through QA reviews

MILITARY ONESOURCE STATE CONSULTANTS

State Consultant support provided in every state and territory

No State consultant position vacant more than 45 days

Contractor monthly reports, government sampling

State Consultant to provide initial plan of support for their assigned State

Within 3 months after award. Contractor monthly reports, government sampling

State Consultant to provide an updated plan of support for their assigned State

100% annually within 60 days after the beginning of each period of performance

Contractor monthly reports, government sampling

MOS State Consultant and

Outreach Assistant completed training/orientation as required by government

100% completion prior to providing support

Contractor monthly reports, government sampling

MOS State Consultant to provide catalogue of resources to Government

100% Monthly Contractor monthly reports, EDUCATIONAL AND FUFILLMENT MATERIALS

Educational Materials and

Referrals Shipped in a timely manner

95% shipped out within 2 business days of request

Contractor monthly reports, government sampling

Satisfaction with shipment of fulfillment materials

(received in a timely manner, correct items, correct quantities)

98% Contractor monthly reports, government sampling and feedback from recipients

Monthly catalog file provided of all fulfillment materials offered by the number in stock

98% of the time file provided no later than 5 business days after the end of the previous month

Contractor monthly reports, government sampling

Monthly report provide to the government of all fulfillment requests processed

98% of the time file provided no later than 5 business days after the end of the previous month

HOSTED WEBINARS

All webinar sessions began within 2 minutes of scheduled start time

100% Contractor monthly reports, government sampling

Email confirmations sent out to participants who register at least 48 hours in advance of when a webinar is scheduled to begin

100% within 24 hours of the webinar beginning

Contractor monthly reports, government sampling

Webinars are recorded and archived

100% Contractor monthly reports, QUALITY CONTROL

Duty to Warn and Mandated

Report Cases

100% supervisor audit of all duty to warn and mandated reports from any area of

Military OneSource service delivery system

Measured through QA reviews and Contractor monthly reports, government sampling

Quality of Documentation of

Duty to Warn and Mandated

Report Cases

95% pass rate on audits of all duty to warn and mandated reports from any area of

Military OneSource

Measured through QA reviews and Contractor monthly reports, government sampling

Government Notification of an

Adverse Incident

100% of all incidents 24 hrs via email and phone notification to Government

Program Manager and posted to CMS

Contractor monthly reports, government sampling

Triage Consultant Quality

Audits

95% pass rate of 6 audits per month per consultant

Contractor monthly reports, government sampling

Specialty Consult Case

Reviews

95% pass rate of 6 audits per month consultant

Non-Medical Counseling

Quality Case Reviews of Open and Closed Cases to include, face to face, telephonic, web, and video

95% pass rate for 10% of open and closed cases or proposed developed methodology of Contractor identifying sample size, confidence levels size of the network and trend patterns that is acceptable to the

Government.

Contractor monthly reports, government sampling

Health & Wellness Coaching

Case Reviews Open and

Closed cases

95% pass rate of 3 audits per coach per month.

Contractor monthly reports, government sampling

Financial Counseling Reviews 95% pass rate of 6 audits per month per counselor.

Contractor monthly reports, government sampling

Tax Consultation Service

Quality Reviews

95% pass rate of 6 audits per month per counselor or contractor’s proposed and

Government accepted methodology.

KEY

¹ Service Breakdowns are participant complaints and breakdowns in processes or services reported to the QA Manager

² For non-medical counseling and health and wellness coaching, the Contractor shall provide written definitions, parameters and instruments used for quality of cases that meet, at a minimum, COA or URAC standards.

For all other programs such as call center, specialty consultations, financial counseling and tax services, the Contractor shall provide written definitions, parameters and instruments for quality of services.

³ Adverse incidents include, but are not limited to, reported suicides, homicides, fatalities, or any other incident that could potentially cause risk to the Participant or generate negative media or other attention to the Military OneSource Program.