Attachment 1 - Quality Assurance Surveillance Plan (QASP) (Complete and submit with proposal).docx

Attachment 1 – Quality Assurance Surveillance Plan (QASP) (Complete and submit with proposal)

QUALITY ASSURANCE SURVEILLANCE PLAN

Prescription Eyeglasses

VISN 17

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated 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 to meet the terms of the contract to include awarded delivery orders. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract delivery order terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract to include individual delivery order issued hereunder. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance. Assigned CO: Lindsey Hooge

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Assigned COR: Elizabeth Shellman

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s Key Personnel for this contract.

a. Program Manager

b. Contract Manager

c. Optical Dispensary Manager

4. PERFORMANCE REQUIREMENT STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Government shall use the methods of QA surveillance shown under paragraph 5, below, to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

a. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.) The COR will inspect the quality of the vendor and/or products through the following methods:

1. Quarterly review of eyewear quality as outlined in section 4 above.

2. Through quarterly review of the number of eyeglasses returned due to Contractor error as outlined in 10.1.1.3 of the Statement of Work.

b. USER SURVEY. (Combines elements of validated user complaints and random sampling. Random survey is conducted to solicit user satisfaction. May also generate inspections and sampling.) The COR will inspect the quality of the vendor and/or products through the following methods:

1. An internal survey will be developed and used to sample our Veteran satisfaction regarding quality, timeliness, and customer service.

2. Results for this internal survey will be complied on a quarterly basis by the COR.

c. VALIDATED USER/CUSTOMER COMPLAINTS. (Relies on the patient to identify deficiencies. Complaints are then investigated and validated.)

1. As a result of the survey listed in section 5,b , the COR will follow up on any complaints outlined within the internal survey.

2. The COR will review the vendor survey results from section 11.1.2 in the SOW for appropriate responses from the vendor.

3. The COR will document and address any complaints through appropriate actions which are filed by Veterans within the local VAMC.

d. 100% INSPECTION. (Evaluates all outcomes.)

1. The COR will review and evaluate all reports as provided under the SOW section 10.1.

2. The COR will review and evaluate all reports as outlined in section 4 of the QASP.

e. RANDOM SAMPLING. (Designed to evaluate performance by randomly selecting and inspecting a sample of cases.) - Same as A above – recommend removing this section.

f. Progress or status meetings.

1. The COR will schedule quarterly meetings with the vendor to discuss any discrepancies and/or issues which arise from reviews under the SOW sections 10.1 or the reports as outlined in section 4 of the QASP.

g. Analysis of contractor's progress reports. (Evaluate cost, schedule, etc.)

1. Eyeglasses will be paid for as outlined in section 12 of the SOW

2. The COR will review a sampling of the invoices as outlined in section 12 of the SOW and section 4 of the QASP.

3. The COR will review all reports provided under section 10.1 of the SOW to ensure vendor compliance with the contract to include delivery orders. Any discrepancies and/or issues will be brought to the attention of the contracted vendor as appropriate by the COR and/or CO/OO, whichever is most appropriate.

6. RATINGS

Metrics and methods are designed to determine if performance is acceptable or unacceptable in relation to Section 7 below. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

7. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE

Positive/neutral

Positive/neutral

Positive/neutral

Neutral

Neutral

<5% error rate

<5% error rate

COR survey results

Validated complaints

Report review

Positive/Neutral

Neutral

<5 calendar days

<5% spoilage rate

<5% spoilage rate

b. UNACCEPTABLE PERFORMANCE

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement.

During contract delivery order performance, the COR will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR shall meet or have a conference call with the contractor minimally 120 days out from the end of the base period or ordering period if performance is less than satisfactory and shall provide a written assessment.

Contracting Office Address:

2002 Scott Blvd.

Temple, TX 76504

Point of Contact(s):

Lindsey Hooge, Contracting Officer Lindsey.Hooge@va.gov or 254-899-6042

9. DOCUMENTING PERFORMANCE.

a) The Government shall document positive and/or negative performance. Any report may become a part of the supporting documentation for any contractual action and preparing annual past performance using CONTRACTOR PERFORMANCE ASSESSMENT REPORTING SYSTEM (CPARS).

b) If Contractor performance does not meet the Acceptable Quality level, the CO shall inform the Contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the CO shall document the discussion and place it in the contract file. When the COR and the CO determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to CO. The CO will in turn review and will present to the Contractor's program manager for corrective action.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the CO. The Government shall review the Contractor's corrective action plan to determine acceptability. The CO shall also assure that the Contractor receives impartial, fair, and equitable treatment. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance and the acceptability of the Contractor’s corrective action plan.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO. See Sample CDR below.

CONTRACT DISCREPANCY REPORT

5. DATES

a. CDR PREPARED

6. DISCREPANCY OR PROBLEM (Describe in detail. Include reference to PWS Directive; attach continuation sheet if necessary.)

10. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT RECURRENCE. (Cite applicable quality control program procedures or new procedures. Attach continuation sheet(s) if necessary.)

12. GOVERNMENT EVALUATION. (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)

13. GOVERNMENT ACTIONS (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)

14. CLOSE OUT

Contractor notified

COR

Contracting Officer

10. COR AND CONTRACTOR ACKNOWLEDGEMENT OF QASP

After award, both the Contractor’s Program Manager and the COR shall sign this document

SIGNED:

SIGNED:

COR/VISN 17 DEPUTY NETWORK PROSTHETICS MANAGER