D.01_QUALITY_ASSURANCE_AND_SURVEILLANCE_PLAN.pdf

Solicitation # 89303919REM000007 Section D

Workers’ Compensation Claims Services Attachment D.1

ATTACHMENT

D.1 QUALITY ASSURANCE AND SURVEILLANCE PLAN (QASP)

Contractor’s self-evaluation of performance shall be submitted monthly, up to ten days after the end of each month being reported along with the contractor’s properly certified invoice, complete with backup and analyses for all work completed in performance of this contract.

a. Performance Requirements Summary (PRS)

The PRS defines services required by this contract. The government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The PRS is incorporated within this QASP to include performance standards and incentives. The government shall use these standards to determine contractor performance to Acceptable Quality Levels (AQL) defined below for each performance requirement.

b. Surveillance Methods

DOE’s CO shall use the surveillance methods listed below in the administration of this QASP.

1) Direct Observation - Direct observation shall be performed periodically or up to 100% surveillance.

2) Periodic Inspection - Evaluate performance on a periodic basis. Inspections may be conducted daily, weekly, monthly, quarterly, annually or as .

3) Substantiated Complaints - Substantiated complaints from claimants or agency personnel shall be passed to the contractor for correction.

c. Documentation

1) Acceptable Performance – Number of incidents at or below the AQL on the performance standards.

2) Unacceptable Performance – Number of incidents above the AQL on the performance standards.

The CO shall inspect to ensure contractor compliance with the appropriate section of the SOW.

Acceptable performance could lead to a rating of satisfactory or above in the applicable CPARS category, and/or exercise of option(s).

When unacceptable performance occurs, the CO shall prepare a report of all discrepancies and present the discrepancy report to the contractor.

The contractor shall acknowledge receipt of the discrepancy report in writing. The report shall specify if the contractor is required to prepare a corrective action plan which shall document how the contractor will correct the unacceptable performance and avoid a recurrence. The discrepancy report shall also state how long, after receipt, the contractor has to present this corrective action plan to the

CO, if required. The government shall review the contractor’s corrective action plan to determine acceptability.

Any discrepancy report will be used during CPARS evaluations and any related contractual actions.

During contract performance, the CO shall periodically analyze whether the frequency of surveillance is appropriate for the work being performed, and shall meet with the contractor at least annually to assess and discuss performance.

Solicitation # 89303919REM000007 Section D

Workers’ Compensation Claims Services Attachment D.1

PERFORMANCE REQUIREMENTS SUMMARY

Required Service Performance Standard AQL Method of

Surveillance

Communication/

Customer Service

Provide accurate, complete, clear, and timely customer service in the processing of claims in accordance with the requirements set forth in the SOW.

Three incidents per reporting period (Monthly) Periodic

Inspection, Substantiated

Complaints Solicit, gather, categorize, and disposition customer comments received in a timely and accurate manner in accordance with the SOW.

Two incidents per reporting period

(Monthly)

Meetings/

Workshops

Meet with claimants and appropriately authorized representatives as requested

Two incidents per reporting period

(Quarterly)

Direct

Observation, Substantiated

Complaints

Meet with Contractor Workers’

Compensation Representatives (WCRs) monthly

One incident per reporting period

(Annual)

Meet with DOE-RL, WCRs, Hanford Site

Union Representatives, Hanford

Workforce Engagement Center

Representatives, and other Stakeholders as appropriate monthly.

One incident per reporting period

(Annual)

Meet with DOE-RL on a bi-weekly (every other week) basis

One incident per reporting period

(Monthly)

Payments

Make payments and perform accompanied services in accordance with the requirements set forth in the SOW.

One incident per reporting period

(Quarterly)

Periodic

Inspection, Substantiated

Complaints

Quality Assurance

Ensure claim administration is handled in a timely and accurate manner. Maintain claim files in accordance with L&I regulations and DOE-RL records disposition schedules.

One incident per reporting period

(Quarterly)

Periodic

Inspection, Substantiated

Complaints

Reporting

Provide prompt and accurate monthly, quarterly, bi-annual and annual reports within the prescribed number of business days following the end of the reporting period.

Two incidents per reporting period

(Annual)

Direct

Observation