Attachment 1 - QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

for

Standardized Patients for Interservice Physician Assistant Program (IPAP) Reproductive Training Aides (RTA) Lab Training

1. PURPOSE

1.1. This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the performance-based Performance Work Statement (PWS) entitled “Standardized Patients for Interservice Physician Assistant Program (IPAP) Reproductive Training Aides (RTA) Lab Training” for the Army Interservice Physician Assistant Program (IPAP). This performance-based plan sets forth the procedures and guidelines the Army Medical Center of Excellence (MEDCoE) will use in evaluating the technical performance of the Contractor.

2. INTRODUCTION

2.1. This QASP has been developed to describe the systematic methods used to measure performance and to identify the reports required and the resources to be employed. The QASP provides a means for evaluating whether the Contractor is meeting the performance standards identified in the PWS and used to ensure the Government receives quality services, and pays only for services actually provided. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirement Summary (PRS) in the support contract.

2.2. The role of Government Quality Assurance (QA) is to ensure contract standards are achieved. The QASP provides guidelines and methods for the Government’s oversight of the Contractor’s quality control efforts to assure timely, effective services are provided IAW the contract/order. The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. This QASP is designed to define roles and responsibilities, identify the performance objectives, define the methodologies used to monitor and evaluate the Contractor’s performance, describe quality assurance reporting, and describe the analysis of quality assurance monitoring results.

3. GOVERNMENT ROLES AND RESPONSIBILITIES

3.1. Contracting Officer (KO). The KO is responsible for monitoring contract compliance, contract administration and cost control; and resolving any differences between the observations documented by the COR, and the Contractor’s performance.

3.2. The KO will designate one COR as the Government authority for performance management.

Additional Alternate CORS (ACORs) serving as Technical Inspectors may be appointed depending upon the complexity of the services measured and/or Contractor’s performance. The ACORs must be a civilian or military member of the MEDCoE Graduate School staff. ACORs must complete the same training requirements as the primary COR prior to KO designation.

3.3. Contracting Officer Representative (COR). The COR is responsible for monitoring, assessing, and communicating the technical performance of the Contractor and assisting the Contractor. The COR will have the responsibility for completing QA monitoring forms (refer to Attachments II and III) used to document the inspection and evaluation of the Contractor’s work performance. Government surveillance may occur under the Inspection/Acceptance provision of FAR 52.212-4(a).

4. IDENTIFICATION OF SERVICES TO BE PERFORMED

4.1. The Contractor will provide services of Standardized Patients for Interservice Physician Assistant Program (IPAP) Reproductive Training Aides (RTA) Lab Training. This requirement is for 15 Standardized Patients per session (08 Females and 07 Males). Each Standardized Patient (SP) can have up to 2 encounters per student with a maximum of 15 students and Instructors (Female SPs) and 13 students and Instructors (Male SPs). The role of the government is quality assurance to ensure contract standards are achieved.

5. METHODOLOGIES TO MONITOR PERFORMANCE

5.1. In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate Contractor performance.

The primary methods of surveillance are random checks, observations, inspections, complaints and review of those records and files that are required to be maintained. The COR shall submit a monthly surveillance schedule to the KO no later than the 25th of each month (refer to Attachment IV)

5.2. The Contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of professional communication between employees and customers is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints. Performance management drives the Contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems.

NOTE: The customer always has the option to communicate complaints to the COR as opposed to the Contractor. The COR will accept the customer complaints and will investigate using the Quality Assurance Monitoring Form – Customer Complaint Investigation identified in Attachment III.

5.3. The Performance Thresholds/Acceptable Quality Levels (AQL) located in Attachment I, Performance Requirements Summary Table. The levels of performance are keyed to the relative importance of the task to the overall mission performance at the Army IPAP Program.

6. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

REFERENCE PERFORMANCE

OBJECTIVE

ACCEPTABLE

QUALITY LEVEL

METHOD OF

ASSESSMENT

PWS Paragraph 1.3.

Provide a high level of quality service.

No more than two substantiated complaints per contractor employee in any twelve-month period.

Substantiated Complaints.

PWS Paragraph 5.

Comply with Specific Tasks.

Comply at least 95% of the time.

Annual review of POC files.

PWS Paragraph 1.5.

Comply with working scheduled shifts.

Fill 95% of the required shifts, per month.

POC maintain log.

7. QUALITY ASSURANCE REPORTING

7.1. The performance management feedback loop begins with the communications of expected outcomes. Performance standards are expressed in the PWS and measured by the required performance metrics in Attachment I.

7.2. The Government’s QA monitoring, accomplished by the COR, will be reported using the monitoring forms in Attachments II and III. The forms, when completed, will document the COR’s understanding of the Contractor’s performance under the contract to ensure that the PWS requirements are being met.

7.3. The COR will retain a copy of all completed QA monitoring forms.

8. ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

8.1. At the end of each quarter, the COR will prepare a report for the KO summarizing the overall results of the quality assurance monitoring of the Contractor’s performance. At a minimum the quarterly report shall contain all non-conformances documented, Contractor corrective action(s), and COR signature. This quarterly report and the completed Quality Assurance Monitoring Forms (Attachment II) will become part of the QA documentation.

8.2. The KO may require the Contractor’s project manager, or a designated alternate, to meet with the KO, COR, and other Government personnel as deemed necessary to discuss performance evaluation. The KO will define a frequency of in-depth reviews with the Contractor, however if the need arises, the KO or COR may require the Contractor to meet as often as required as requested by the KO or COR. The agenda of the reviews may discuss:

• Quarterly performance measured by the metrics and trends

• Issues and concerns of both parties

• Projected outlook for upcoming months and progress against expected trends

• Recommendations made by the COR based on Contractor information

• Issues arising from independent reviews and inspections

8.3. In addition to QA monitoring, the COR will use the information contained in the Contractor’s quarterly report to assess the Contractor’s level of performance for each objective measured in this QASP (detailed in Attachment I). Less than satisfactory performance must be corrected to the Government’s satisfaction; and should the corrective action require changes to procedures or the PWS, such changes must be approved by the KO and be made, ultimately, to the contract via contract modification.

9. PERFORMANCE MANAGEMENT APPROACH

9.1. The performance-based PWS structures the acquisition around “what” service is required as opposed to “how” the Contractor should perform the work. This QASP will define the performance management approach taken by the AMEDDC&S to monitor, manage, and take appropriate action on the Contractor’s performance. Performance management rests upon developing a capability to review and analyze information generated through performance metrics. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management. The data generated in a performance management approach provides information that indicates whether or not expected outcomes for required services are being achieved adequately by the Contractor.

9.2. Performance management also represents a significant shift from the more traditional Quality Assurance (QA) concepts in several ways. Performance management focuses on assessing whether or not outcomes are being achieved and migrates away from scrutiny on compliance with the processes and practices used to achieve the outcome. The only exceptions to process reviews are those required by law (Federal, State, and local) and compelling business situations such as safety and health. An outcome focus provides the Contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved at the desired levels of performance.

10. SURVEILLANCE STANDARD

10.1. The Performance Standard set forth in the PWS is the standard the Contractor must meet for services to be deemed acceptable. Generally, under commercial services contracts, the Government is relying on the Contractor’s assurances that the services conform to contract requirements.

11. NONCONFORMANCE/FAILURE TO PERFORM

11.1. In accordance with FAR 52.212-4(a), the Contractor shall only tender for acceptance those items that conform to the requirements of this contract. The Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The Government may require repair or replacement of nonconforming supplies or reperformance of nonconforming services at no increase in contract price. If repair/replacement or reperformance will not correct the defects or is not possible, the government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming supplies or services. The Government may require re-performance of nonconforming services at no increase in contract price (refer to attachment V).

12. CHANGES

12.1. The QASP is a living document and, as such, may be changed as needed. However, the KO must approve changes. The COR will submit written changes to the KO for approval.

13. QASP CHECKLIST, Attachment 1

Attachment 1: QASP Checklist

Standard of Service

Survey Period:

Surveillance Method (Check): ___ 100% Inspection

___Periodic Inspection

___Random Monitoring (reports)

___Performance Evaluation Meetings

___Customer Feedback

Level of Surveillance: (Check):

___Monthly

___Quarterly

___As needed

Contract Service Provider’s Performance (Check): ___Meets Standards

___Does Not Meet Standards

Narrative of Performance During Survey Period:

Prepared By: Date: __________________

(END OF ATTACHMENT - QASP)