ATT 1c_BENEFEDS QASP 10.6.2021.docx

Quality Assurance Surveillance Plan (QASP) Requirements and Template A Quality Assurance Surveillance Plan (QASP) will be used as OPM’s method of implementing FAR 37.6, which requires that performance-based contracts use measurable quality/performance standards (i.e., in terms of quality, timeliness, quantity, etc.) and quality assurance surveillance plans, and specify procedures for deductions of a charge or for deductions to the price of a fixed-price contract when services are not performed or do not meet contract requirements.

For the BENEFEDS solicitation, each Offeror shall propose its QASP as part of the Technical Proposal and shall use this template in preparation. This template provides the minimum performance standards and related incentives / deductions which must be included. Proposing less stringent performance standards or smaller deductions is not acceptable.

Definition of terms used in the QASP Template:

(1) Deliverable: One of the items described in the “Deliverables” section of the PWS.

(2) Performance Standard -The level of performance which the Government considers acceptable. A performance standard in general will:

· Measure important things;

· Be simple, but not too simple;

· Be auditable and capable of validation (quantifiable measures preferred, as they are less subjective);

· Attainable and worth the cost;

· Have a level of detail that corresponds to the stated measure and expectation;

· Be consistently combined with other measures to reflect corporate priorities; and

· Be controlled / controllable by the Contractor.

The following performance standards represent the measures OPM considered appropriate to the performance evaluation of the deliverables and services that OPM expects to be delivered.

· Timeliness of deliverable completion

· Degree of accuracy obtained regarding technical compliance of deliverable

· Level of completeness with respect to deliverable

· Degree of quality attained with respect to deliverable

(3) Acceptable Quality Level (AQL): The range of deviation – if any – in which the Government will consider performance to be acceptable.

(4) Monitoring Method - The method OPM will use to monitor performance and determine the extent to which performance has met the standard. In general, OPM prefers monitoring methods that automatically capture measurements as part of the process and do not place a burden on either the Contractor or OPM to collect and analyze data. Regardless of the method or degree of monitoring, OPM reserves the right to audit all performance data to independently verify its accuracy.

(5) Incentives / Price Deductions

a. For each AQL, The Contractor will specify a price reduction that will take effect if it fails to meet the AQL. OPM has listed a minimum acceptable price reduction, the Contractor may not propose less than that minimum.

b. OPM will not consider monetary incentives for performance which exceeds AQLs. Non-monetary incentives applicable to this requirement may include:

· Positive Performance Evaluation (CPARS)

· Exercise of Option in accordance with FAR Part 17

· Letters of appreciation for individual Contractor employees, or teams of Contractor employees.

QASP Table Format and Minimum Content

Contractor shall fill in all blue fields

Minimum Deduction (6% total) Contractor Proposed Deduction (%)

QASP #1: Start Up Period In the Start-Up Period, the deductions / penalties stated are deducted from the total Start Up Period pricing (CLIN 00001 and assessed against the Start-Up Period Invoice.

· documentation as defined in the management plan

· adherence to project plan

· meeting all timeframes committed

Other Start Up Period Performance Standards Proposed by Contractor (list below)

Minimum Deduction (4.05% of fees, total) Contractor Proposed Deduction (%)

QASP #2: Base and Option Periods of Performance

Within 90 seconds (Q4, excludes last day of open season)

Within 5 business days (Q4) 99%

Positive CPARS

1.3. Accurate projections for calls received each quarter, not exceeding 110% for the quarter[footnoteRef:1] [1: The BENEFEDS Contractor provides OPM with proposed quarterly call and email projections no later than 1 ½ months before the beginning of the quarter for which the proposed projections apply (i.e. Q2 2023 projections are provided by February 15th). OPM and the BENEFEDS Contractor shall work together to finalize these projections, including obtaining OPM’s approval, no later than the end of the first week of the month prior to the quarter for which the proposed projections apply.

2 If call and email volumes exceed or fall short by 10% of that stated in the approved plan projections, the award of all part of the period is subject to OPM’s assessment of BENEFEDS response to the actual volume received.

1.4. Prompt, accurate and appropriate correspondence is generated and sent to enrollees, including but not limited to

· open season information

· changes to enrollment (child aging out, etc.)

changes to premium or allotment amounts

1.6. Problem Resolution

98%

Positive CPARS

2.1. Systems that support carriers, customer service reps, and telephonic enrollments are available during stated hours

2.2. BENEFEDS.com (including carrier views) is available 24/7

5 page load limit (Q4)

99% of data available within 24 hours

3.3. Contractor / Carrier Manual reviewed, revised and distributed at least once per year

· FEDVIP

· FSAFEDS

· FLTCIP

3.6. FSAFEDS Account Funds Transfers (AFTs) processed timely in the BENEFEDS system

3.7. Enrollees with no premium payment/no allotment are resolved within two pay cycles

· FSAFEDS participants

· FEDVIP enrollees

· FLTCIP enrollees

· Within 5 business days (Q4)

5.2. Accurate daily enrollment files processed and sent within 2 business days.

Outliers not included in this measurement are full files, such as end of open season file and regular full file reconciliations.

· Discrepancies resolved within 10 business days upon receipt of analysis verification from FSAFEDS carrier.

· FSAFEDS = monthly

· FLTCIP = quarterly

A. Incident Reporting

B. Incident Correction Plan

C. General Working Relationship

6.C.1. As a measure of the general working relationship, OPM will consider the volume and validity of complaints received by OPM.

The volume of valid complaints received by OPM are (please define a number per specified period of performance)

D. Innovation

6.D.1. Successful implementation and use of innovations, especially Contractor-initiated, that enhance the accuracy, timeliness, use, or usability of BENEFEDS for enrollees, carriers and OPM

98%

Positive CPARS

Other Base and Option Period Performance Standards Proposed by Contractor (list below)