Attachment 3 - QASP DRAFT.docx

INDIVIDUAL AND HOUSEHOLDS PROGRAM (IHP)

FIELD SERVICES CONTRACT

Quality Assurance Surveillance Plan (QASP) Contract # Date

PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance of the IHP Field Services contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring?

· How monitoring efforts and results will be documented.

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 when evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it as needed. However, the Government will coordinate changes with the Contractor. Updates will ensure that the QASP remains a valid, useful, and an enforceable document. Copies of the original QASP and revisions are available to the Contractor and government officials implementing surveillance activities.

The following FAR clauses apply to the measures used to validate and confirm compliance:

52.246-4 Inspection of Services – Fixed-Price, 52.246-6 Inspection-Time-and-Material and Labor-Hour

GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel will oversee and coordinate surveillance activities.

Contracting Officer (CO) - The CO will ensure performance of all necessary actions for effective contracting, compliance with the contract terms, and safeguard the interests of the United States in the contractual relationship. The CO will 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.

Contracting Officer’s Representative (COR) - The COR is responsible for the technical administration of the contract and will ensure proper Government surveillance of the contractor’s performance. At the conclusion of the contract or when requested by the CO, the COR will provide documentation to the CO in support of quality support monitoring. The COR is not empowered to make any contractual commitment or to authorize any contractual change on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Task Monitor (TM) –The Task Monitor assesses the Contractor’s response to the requirements contained within the Performance Requirements Summary (PRS) with a primary focus on the Selective Service Performance Areas (SSPAs) contained within this QASP outline. Results of QASP will be submitted to the COR for delivery to the Contractor post Task Order release.

Program Manager (PM) – The Program Manager assists in analyzing performance scoring thresholds and calculations for a final QASP rating.

CONTRACTOR REPRESENTATIVES

The Contractor shall provide representatives as points of contact for sharing data with government personnel during the QASP evaluation.

PERFORMANCE STANDARDS

The Government will use the performance thresholds from the PRS, associated SSPAs and the standards contained in this QASP to determine the Contractor’s damage assessment and JIT Task Order performance rating.

METHOD OF QUALITY SURVEILLANCE

The COR, or their designee will use the surveillance methods listed below in the administration of this QASP.

Direct Observation (QC) FEMA will periodically observe the Contractor’s field Quality Control (QC) assessment process throughout the Task Order activation period. The Contractor’s field QC program will compare the initial assessment to that of a subsequent evaluation of the same dwelling confirming a compliant product and QC score. The results of the QC assessment will follow the Contractor’s QMS and FEMA provided guidance. Subsequent QC results are to be reported to FEMA when errors (non-conformities) are identified and exceed the threshold contained within Technical Exhibit 6 FEMA Corrections. All non-conforming assessments shall be corrected at no cost to the Government.

Desktop Monitoring (QA) FEMA will periodically review assessments completed by the Contractor through the National Emergency Management Information System (NEMIS), and through the use of Government generated reports for Quality Assurance. Assessments that are not conforming to FEMA provided guidance will be returned to the Contractor as a FEMA Correction, per Technical Exhibit 6 FEMA Corrections at no cost to the Government.

Customer Complaints Customer complaints are retained by FEMA throughout the contract period. Complaint follow up, timeliness and resolution are contained within the Customer Service Performance Application (CSPA) database. Contractor responsiveness to complaints are inclusive of SSPA # 4.G Cooperative Management.

100% Assessment FEMA will monitor assessments completed during the Task Order Activation period for adherence to the requirements of the Performance Work Statement (PWS), PRS, and FEMA provided guidelines.

Progress or Status Meetings Bi-weekly conference calls between FEMA and the Contractor are typically conducted during heighted activity as means to monitor Contractor performance.

Analysis of Contractor's Progress Reports FEMA will measure the delivery and content of the Contractor’s submitted progress reports per the requirements of the PWS, PRS, and this QASP.

QASP Evaluation Matrix The QASP evaluation matrix is the template used to identify specific areas that will be measured throughout the task order activation period and contains performance elements for use in preparing the final rating.

Selective Service Performance Areas (SSPAs) and associated number are contained within the PRS. The PRS defines the specific minimum acceptable threshold and objective for each activity measured.

PWS Objective – This is the deliverable to be measured contained within the PWS.

Method of Surveillance – Describes the item, object, and or method used to monitor the performance area.

Performance Measurement – Further defines surveillance when applying a scoring threshold calculation for measurement.

2024 IHP Field Services Attachment #3

Calculation – The scoring threshold identifying point deductions for non-compliant work. The total score to be achieved is 100. The final result of this measurement will be rated per Section 7.

Attachment 3 QASP Draft 1 April 4, 2024

SSPA #1 Quality and Customer Service

(Points to be subtracted from 100 Score)

1.B - Each assessor received a Quality Control assessment within 7 days of returning their first assessment.

1.B – Quality Control assessments were performed on a minimum of 3 and 3% of each assessor's initial assessments and minimum of 3 and 3% of all appeal assessments, unless waived by FEMA.

SSPA #2 Completed Assessments and Production

(Points to be subtracted from 100 Score)

SSPA #3 Timeliness

(Points to be subtracted from 100 Score)

3.0 calendar days

SSPA #4 Reports and Cooperative Management

(Points to be subtracted from 100 Score)

4.B – Staffing and Surge Event Reports

5.19.4

5.19.8

When a holiday falls on a Monday, invoices shall be submitted on Tuesday.

· Greater than 75% of invoices submitted no later than the third Monday after the end of the Contractor’s accounting period.

· Less than 75% of invoices submitted on Mondays but not later than the third Monday after the end of the Contractor’s accounting period.

· When a holiday falls on a Monday, invoices shall be

· submitted on Tuesday.

These percentages shall be calculated based on the summary of invoice submission during the period of performance subject to CPARS reporting.

To be considered submitted, the invoice shall be received by the Government in the agreed to format with all required supporting documentation deemed acceptable by the Contracting Officer Representative (COR).

* Percentage points shall not be deducted for instances when invoices are submitted on Tuesday due to a holiday.

Just in Time Activation, measured as a separate Task Order

(Points to be subtracted from 100 Score)

performance between Day 1 and Day 5?

Met proposed count of candidates to arrive and complete daily fingerprinting and or adjudication at the badging center?

Met proposed count of assessors to be trained daily?

Met proposed count of assessors to field ready to receive work.

Ratings Metrics and methods are designed to determine if performance exceeds, meets, or fails to meet a given standard. A rating scale is used to determine level of performance outcomes and applies to the items identified from the QASP Evaluation Matrix. The following ratings shall be used:

Task Order Release Performance Reporting QASP Result communication and acceptance procedures are contained within the PRS (Attachment 2).

Frequency of Measurement Measurements by FEMA may be monitored throughout the task order period for any or all of the SSPAs contained within the PRS. Reports of interim results will be communicated throughout the Task Order period. Minimally, a final QASP results acceptance document is prepared and communicated according to the timelines shown within the PRS.

Frequency of Performance Assessment Meetings The COR and Task Monitor conduct reoccurring conference calls to discuss the progress status of Task Order accomplishments to include performance, quality, and field challenges with approaches to overcome.

Incentive Damage assessment Task Orders issued under this contract are subject to a financial incentive. The incentive is designed so that achieving this additional threshold is not easily obtained requiring the Contractor and their personnel to excel in areas of customer service, timeliness, and quality.

Incentive – Customer Satisfaction

The Task Order incentive is based on the cumulative score of the three categories. The maximum points that may be earned is 100, whereby each point represents the percentage of the incentive to be awarded.

PRS SSPA #3A

≤ 3 days 0 hours 0 minutes

≤ 5 days 12 hours 0 minutes

PRS SSPA #1.A

image1.png