Attachment 2 QASP FAY Waste Services.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

This document does not get incorporated into the contract/order; it is used by government representatives to monitor performance and the government has the right to change its method of surveillance at any time. This QASP is a “living document”. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials responsible for surveillance activities.

Solicitation Number: 36C25623Q1941 Contract Number: TBD Contract Description: Municipal Waste Removal and Recycling Services Contractor: TBD Organization: Department of Veterans Affairs, Network Contracting Office 16 (NCO 16).

Mod.

No. Description of Changes Effective Date

None Initial version TBD

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 actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract 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. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

b. Contract Specialist (CS) - The CS shall act as the primary point of contact (POC) for the CO, and assist the CO to ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CS shall assist the CO to ensure that the contractor receives impartial, fair, and equitable treatment under this contract.

c. Contracting Officer’s Technical Representative (COTR, interchangeable with Contracting Officer Representative (COR)) - The COTR/COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COTR shall keep a quality assurance file. The COTR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

d. Other Key Government Personnel - Upon award, Government may enter additional name(s) above, if applicable. This may include Performance Monitors, Clinical Quality experts, etc. who act on behalf of the COR/COTR to monitor performance.

e. The following personnel shall oversee and coordinate surveillance activities:

Kevin Pollard Contracting Officer Kevin.Pollard2@va.gov Brian Hendren Contract Specialist Brian.Hendren@va.gov Kenneth Wright Contracting Officer

Representative Kenneth.Wright@va.gov

3. PERFORMANCE STANDARDS

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

The Performance Requirements Matrix, section 5, in the Performance Work Statement (PWS), includes performance standards. The Government shall use these standards to determine contractor performance and compare contractor performance to the Acceptable Quality Level (AQL).

4. INCENTIVES

Incentives are based on exceeding, meeting, or not meeting performance standards. Incentives shall be non-monetary. Monetary incentives are not authorized.

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COTR may use any of the surveillance methods listed below in the administration of this QASP. These methods listed for informational purposes only. The method(s) utilized for the purposes of this QASP are annotated in the Performance Standards Matrix, see section 8, below.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

b. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

c. 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.)

d. VALIDATED USER/CUSTOMER COMPLAINTS. (Relies on the patient to identify deficiencies.

Complaints are then investigated and validated.)

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

f. PERIODIC SAMPLING. (Variation of random sampling. However, sample is only taken when a problem/deficiency is suspected. Sample results are applicable only for the specific work inspected.

Since sample is not entirely random, it cannot be applied to total activity performance.)

g. RANDOM SAMPLING. (Designed to evaluate performance by randomly selecting and inspecting a sample of cases.

h. Progress or status meetings.

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

6. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement. During contract performance, the COTR will periodically analyze whether the frequency of surveillance is appropriate for the work being performed. The Frequency of Measurement is annotated in the Performance Standards Matrix, see section 8, below.

7. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

Rating Rating Description Very Good Rating Performance exceeds standards and acceptable quality levels. Performance exceeds contractual requirements. The contractor exceeded beyond the contractual requirements.

Satisfactory Rating Performance meets standards and acceptable quality levels. Performance meets contractual requirements. The contractor neither exceeded beyond the contractual requirements nor failed to fulfill the contractual requirements.

Marginal Rating Performance does not meet standards and acceptable quality levels. Performance does not meet contractual requirements. The contractor fails to fulfill the contractual requirements.

8. Performance Standards Matrix

9. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE. The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE. When unacceptable performance occurs, the COTR shall inform the Contracting Officer. This will normally be in writing unless circumstances necessitate verbal communication.

In any case the COTR shall document the discussion and place it in the COTR file.

When the COTR determines formal written communication is required, the COTR shall prepare a Contract Discrepancy Report (CDR), and present it to the CO. The CO and/or CS shall provide the CDR 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

Required Services (Tasks)

Performance Standard

Acceptable Quality Level

Method(s) of

Surveillance Surveillance Frequency

Incentives (Positive)

Disincentive s

(Negative)

PWS Section 4, 5, 8

Meets PWS Requirements

No more than 3 complaints from agency personnel, per year

Customer complaints (complaints from agency personnel)

COR

Random Review (as needed)

Positive feedback regarding past performance.

Reduced surveillance to the maximum extent practical.

Negative feedback regarding past performance.

Increased surveillance to the maximum extent practical.

Corrections of Deficiencies See 52.212- 4(a)

Meets PWS Requirements

100% (no deviation)

Customer complaints (complaints from agency personnel) Periodic Inspections

COR

Random Review (as needed)

Annually

Positive feedback regarding past performance.

Reduced surveillance to the maximum extent practical.

Negative feedback regarding past performance.

Increased surveillance to the maximum extent practical.

Reporting Requirements PWS Section 4B

Meets PWS Requirements

>95% accuracy, per year

Customer complaints (complaints from agency personnel) Periodic Inspections

COR

Random Review (as needed)

Positive feedback regarding past performance.

Reduced surveillance to the maximum extent practical.

Negative feedback regarding past performance.

Increased surveillance to the maximum extent practical.

present this corrective action plan to the COTR. 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.

<End of Quality Assurance Surveillance Plan (QASP)>

Various methods exist to monitor performance. The COTR may use any of the surveillance methods listed below in the administration of this QASP. These methods listed for informational purposes only. The method(s) utilized for the purposes of this QASP...