Attachment 20 QASP RCP.docx

Attachment 20

QUALITY ASSURANCE SURVEILLANCE PLAN

Version – May 2020

For Recovery Coordination Program Contract Number: HT0011-20-X-XXXX Contract Description: Program Management and Administrative Support Contractor’s name: TBD (hereafter referred to as the contractor).

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. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

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. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

The QASP is put in place to provide Government surveillance oversight of the contractor’s quality control efforts to assure they are timely and effective and results are performed as specified in the contract. The QASP is not a part of the resulting contract nor is it intended to duplicate the contractor’s internal quality management efforts.

The following FAR clauses may apply depending on contract type:

52.246-4 Inspection of Services – Fixed-Price,

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 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.

Assigned CO: Robert LeBlanc Organization or Agency: Contracting Division Falls Church Telephone: 703-681- 1790 Email: robert.e.leblanc6.civ@mail.mil

b. Contract Specialist (CS) - The CS acts as an acquisition consultant and serves as liaison between the DHA Professional Service Contract – Falls Church (PS-CD) and the requesting program office, as well as liaison between the Defense Health Agency (DHA) and the supporting contracting office.

Assigned CS: Stephanie Marsh Telephone: 703-681- 4958 Email: stephanie.l.marsh6.civ@mail.mil

c. 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. At the conclusion of the contract or when requested by the KO, the COR shall provide documentation to the KO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the KO for action.

Assigned COR: Kim Kelley Telephone: 703-681-9067 Email: kim.m.kelley3.civ@mail.mil

d. Other Key Government Personnel Program Manager: Sandra Mason Telephone: 703-604-5614 Email: sandra.r.mason10.civ@mail.mil

3. CONTRACTOR REPRESENTATIVES:

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

a. Program Manager - TBD Telephone:

Email:

b. Task Manager - Telephone:

Email:

c. Other Contractor Personnel -

Title: <enter title> Telephone: <enter number> Email: <enter address>

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

PRS 1: Deliverables

PWS 5.1.1

Deliverables are timely.

Deliverables are complete, concise, and accurate.

95% of deliverables are received on time.

100% of deliverable are complete, concise, accurate and free from grammatical and spelling errors.

No more than two revisions for each deliverable product.

Deliverables provide to PM and COR.

PRS 2: General Office Management The contractor shall: coordinate staff actions, events, and activities to support the daily operations of the office located in Arlington, VA.

PWS 5.2 – 5.2.3

Staff actions, events, and activities to support the daily operations of the office are complete, concise, and accurate.

Staff Roster is timely, complete, concise, and accurate.

95% of daily operations are complete, concise, and accurate.

98% of rosters are received on time and are complete, concise, and accurate.

PM working in office to provide input to COR and Monthly Office Roster provided to PM and COR.

PRS 3: Program Management The Contractor shall: provide timely coordination of correspondence, reports, meetings, staffing levels, and briefings with appropriate internal and external personnel and offices related to the RCP.

PWS: 5.3 – 5.3.3.4.1

Coordination of correspondence, reports, meetings, staffing levels, and briefings with appropriate internal and external personnel and offices are complete, concise, and accurate.

Reports are timely.

Reports are complete, concise, and accurate.

98% of correspondence, reports, meetings, staffing levels, and briefings are complete, concise, and accurate.

95% of reports are received on time.

100% of reports are complete, concise, and accurate and free from grammatical and spelling errors.

Program Management Plan, Staffing Plan, Weekly Suspense Log Report, and Meeting Summary Report.

PRS 4: Records Management The Contractor shall: oversee the maintenance of office files and record keeping in accordance with DoD and DHA policies and instructions.

PWS 5.4 – 5.4.3

Complete DoD Records Management Training (NLT 30 days post-award)

Records Management Plan is timely, complete, concise, and accurate.

Received 100% of DoD Records Management Training Certificates.

98% of Records Management Plan are timely, complete, concise, accurate, and free from grammatical and spelling errors.

DoD Records Management Training Certificates and Records Management Plan provide to the PM and COR.

PRS 5: Quality Assurance DHA Recovery Care Program Oversight The contractor shall: work with the Military Services and the PM to ensure all RSMs have a Recovery Care Coordinator (RCC) and receive a Comprehensive Recovery Plan (CRP).

PWS 5.5 – 5.5.4

RSM’s receive RCC and a CRP

100% of RSMs receive a RCC and a CRP.

95% of reports are received on time.

100% of reports are timely, complete, concise, and accurate and free from grammatical and spelling errors.

QA Change Plan, Quarterly QA Program Report, and Monthly QA Program Effectiveness & Data Report provided to PM and COR

PRS 6: Operational Research, Statically Analysis, and Reporting The Contractor shall: utilize a variety of DoD-approved data analysis software to analyze, recommend, and execute data analysis and reporting methods best to meet the needs of the government.

PWS 5.6 – 5.6.8

Provide data analysis and reporting.

100 % of Data Analysis and Reporting is timely, complete, and accurate.

95% of reports are received on time.

100% of reports are timely, complete, concise, and accurate and free from grammatical and spelling errors.

Performance Report provided to the PM and COR.

PRS 7: Policy Review, Research, Monitoring, and Integration The Contractor shall: support the Government Policy Lead and Government PM with reviewing new or amended federal laws or regulations, DoD policies and procedures, Military Department regulations and instructions, court rulings, Department of Veterans Affairs policies, and other sources that impact RCP policies and procedures

PWS 5.7 – 5.7.5

Monitor and review DoD policies and procedures, Military Department regulations and instructions, court rulings, Department of Veterans Affairs policies for new or amended changes related to RCP and informing government policy lead and government PM of the changes.

Report is timely.

Report is complete, concise, and accurate.

100% of changes are reported.

100% of reports are timely, complete, concise, and accurate and free from grammatical and spelling errors.

DoD Policy Approval Process and Military Department s Policy Change & Impact Report provided to the PM and Policy Lead.

PRS 8: Legislative Review The Contractor shall: complete a thorough and actionable Personnel Legislative Review

PWS 5.8 – 5.8.1

PRS 9: Performance Management The contractor shall: assist in the identification of key measures, collect data, and analyze, to monitor progress towards priority goals.

PWS 5.9 – 5.9.3

Support evaluates performance for the RCP, to include but not limited to, collecting and analyzing data and information about the OWF, E2I, MASP, Caregiver Support, National Resource Directory, and the Transition of Care Interagency Support System (DOD CMS).

100% Performance Evaluation.

100% of reports are timely, complete, concise, and accurate and free from grammatical and spelling errors.

Quarterly & Annual Performance Report and Quarterly Best Practices and Available Resources Report provided to the PM and COR.

PRS 10: Communications The Contractor shall: develop a communications plan, processes, and products to effectively disseminate information about the RCP portfolio of programs; E2I, OWF, Caregiver Support, NRD, MASP, and Warrior Games coaching support.

PWS 5.10 – 5.10.5

Disseminate program-specific information about the RCP portfolio of programs; E2I, OWF, Caregiver Support, NRD, MASP, and Warrior Games coaching support, internal and external to the program, to relevant stakeholders.

100% dissemination of information about the RCP portfolio to internal and external stakeholders.

100% of reports are complete, concise, accurate, and free from grammatical and spelling errors.

Weekly Communication /Outreach Report, Social Media Content Report, and Communications /Social Media/Web Graphics Review provided to PM and COR.

PRS 11: Information Management /Information Technology (IM/IT) Support:

The Contractor shall: provide IM/IT support for program related systems and applications, future IT infrastructure planning, architecture analysis, performance management metrics, and analysis of IM/IT requirements.

PWS 5.11 - 5.11.6

Current and proposed technical specifications, development, hosting, modifications, enhancements, performance management, and reporting capabilities comply with public law, directives, policies, and accepted practices.

IM/IT Complies 100% with public law, directives, policies, and accepted practices.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

IM/IT Change Request, Data Quality Error Report, IT Functional Review, and IM/IT Business Process Map provided to the PM and COR

PRS 12: Studies The Contractor shall; provide in-depth analysis related to, but not limited to, business process improvement and quality assurance. Approach is dependent upon the situation but may involve working groups with relevant stakeholders or research with written reporting.

PWS: 5.12 – 5.12.3

Coordinate meeting logistics, identify stakeholders, recommend and develop agendas, develop briefing materials, conduct literature and scientific research, coordinate with stakeholders internal and external, facilitate meetings, and post-meetings.

Research Report provided 100% after research completed.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Research Report provided to the PM.

PRS 13: Caregiver Support Program The Contractor shall: develop and present a plan to establish a Caregiver Support program that provides services for caregivers.

PWS 5.13 – 5.13.6

Caregiver PEER Support Coordinators located by region provide ongoing resource identification and collaboration with community-based entities such as Military Departments’ Wounded Warrior Programs, Military Community and Family Policy, Morale Welfare and Recreation with the goal of connecting referred caregivers with opportunities to participate in programs, events and receive assistance.

Each of the 10 Regions identified have a minimum of one PEER Support Coordinator assigned per region.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Annual Caregiver Support Report, Quarterly Peer Support Report, Monthly PEER Forum Report, and Monthly Military Caregiver Virtual PEER Forum Report provided to the PM & COR.

PRS 14: Transition of Care Interagency Support System (TOCISS) currently using the Department of Defense Case Management System (DOD CMS) The Contractor shall: provide support to assist the government program manager with program oversight and monitoring to provide for secure, web-based access to all care management actions to include, but not limited to, a comprehensive needs assessment, establishment of goals and transition of care.

PWS 5.14 -5.14.5.3

Provides monthly TOCISS instructional session.

Provides notice of software updates to the Military Departments and the RCC and/or Care Managers.

Provides for data aggregation, analysis and evaluation of system performance metrics

Attends J6 Committees and Oversight Boards.

100% Monthly TOCISS Instructional sessions held.

100% notice of Software updates provided.

100% data collection.

100% attendance of Committees & Oversight Boards.

95% reports are received on time.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Quarterly TOCISS Instructional Session Report, Quarterly QA Report, Functional Review Board Report, IT Governance Board Report, and Configuration Control Board Report provide to government PM & COR

PRS 15: Education & Employment (E2I) The contractor shall: support DoD’s strategic partnerships at National and regional locations to identify employment, education, and training opportunities for Recovering Service Members at National and Regional locations.

PWS 5.15 – 5.15.8

Regional E2I Coordinators to support 10 identified regions in-order to:

Establish and manage strategic partnerships at national, regional, and local locations to identify employment, education, and training opportunities for RSM’s

No less than 10 strategic partners per year per location.

Education & Employment support should occur NLT 120 days prior to RSM’s transition.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Quarterly Employment Network List, and Quarterly Quality Assurance Report (E2I monthly metrics included in this report) provided to PM and COR.

PRS 16: Operation Warfighter (OWF) The Contractor shall: facilitate RSMs development and employment readiness by assisting with resume building, exploring employment interests, and developing job skills through internship opportunities.

PWS 5.16 – 5.16.10

Regional OWF Support Services for 10 identified regions.

No less than 80% of approved OWF applicants are placed in internships.

95% reports are received on time.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Monthly Metric Report, Quarterly OWF Status Report, and Quarterly Quality Assurance Report provided to PM & COR.

PRS 17: National Resource Directory (NRD) The contractor shall: systematically monitor the NRD to ensure that content reflects the most comprehensive, up- to-date resources at the national, state and local levels to meet the needs of WII Service Members, Veterans, their families and those who support them.

PWS 5.17 – 5.17.6

Provide for Intermittent Verification & Validation (IV & V), Government Acceptance Testing (GAT), Content Management, and Performance Management (utilize Operational Change Requests)

At a minimum provide for a Quarterly GAT

No more than one revision for each Operational Change Request (OCR)

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Monthly OCR report and Monthly NRD Content Management Report provided to the PM and COR.

PRS 18: MASP

The contractor shall: provide for reconditioning activities for wounded, ill, and injured Service members from the AF, Navy, MC, and SOCOM as part of their treatment and therapy to aid in their physical and mental quality of life throughout their recovery and transition.

PWS 5.18 -5.18.11

Provide reconditioning activities and competitive athletic opportunities to wounded, ill and injured Service members of AF, NAVY, MC, and SOCOM through Camps: Multiple sports, 3-5 days/1 trainer per 15-20 participants.

Clinics: Multiple sports, 1-3 days/1 trainer per 25 participants.

Regional Trials: 2 Regionals events (EAST & WEST) per year per Service, multiple sports, up to 2 weeks/approx. 250 participants.

Reports are complete, concise, and accurate free from grammatical and spelling errors.

99% of Camps, Clinics, and Trials are completed with the number of days and trainers per participant defined in the PWS.

100% of Reports are timely, complete, concise, accurate, and free from grammatical and spelling errors.

Annual GAP Analysis Report, Annual Training Plan for Camps, Clinics, and Trials and Training Camp Participant Roster provided to the PM and COR.

PRS 19:Warrior Games The contractor shall: conduct a reconditioning program that leverages successful initiatives from NGOs for wounded warrior participation for AF, Navy, MC, and SOCOM as part of their treatment and therapy.

PWS 5.19 – 5.19.3.1

5. INCENTIVES.

The Government shall use NO incentives.

6. SURVEILLANCE INSTRUCTIONS.

6.1 If performance deficiencies are discovered during Government surveillance, and if the contractor fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may, by contract or otherwise, perform the services and charge to the contractor any cost incurred by the Government that is directly related to the performance of such service; or terminate the contract for default.

6.2 If the Government performs surveillance or tests on the premises of the contractor or a subcontractor, the contractor shall furnish, and shall require subcontractors to furnish, at no increase in contract price, all reasonable facilities and assistance for the safe and convenient performance of these duties.

7. 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.

Regardless of the surveillance method, the COR shall always contact the contractor's task manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from the COD KS, shall be responsible for monitoring the contractor’s performance in meeting a specific performance standard/AQL.

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

b. PERIODIC INSPECTION. (Uses a comprehensive evaluation of selected outputs. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

c. 100% INSPECTION. (Evaluates all outputs. Most applicable to small quantity, but highly important services. May be used where there are written deliverables and stringent requirements such as tasks required by law, safety, or security.)

d. PERIODIC SAMPLING. (Variation of random sampling. However, sample is only taken when a deficiency is suspected. Good follow-up to MIS analysis. Sample results are applicable only for the specific work inspected. Since sample is not entirely random, it cannot be applied to total activity performance.)

e. RANDOM SAMPLING. (Designed to evaluate the outputs of the award requirement by randomly selecting and inspecting a statistically significant sample. Highly recommended for large quantity repetitive activities with objective and measurable quality attributes.)

f. Progress or status meetings.

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

h. Performance reporting. (Evaluate metrics for a specific time period. Develop metrics or use metrics found in MIS.)

Surveillance results may be used as the basis for actions (to include payment deductions) against the contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the KO’s actions.

8. 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:

9. DOCUMENTING PERFORMANCE.

a. ACCEPTABLE PERFORMANCE.

The Government shall document positive performance. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

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 task manager or on-site representative. A CDR template is attached to this QASP.

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 contract payment deductions, fixed fee deductions, award fee nonpayment, or other actions deemed necessary by the KO.

10. FREQUENCY OF MEASUREMENT.

a. Frequency of Measurement.

During contract/order performance, the COR shall take periodic measurements, as specified in the AQL column of the Performance Standards Summary Matrix, and shall analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR shall meet with the contractor at a minimum yearly to assess performance and shall provide a written assessment.

Prepared by: Ms. Kim Kelley, MSN, RN, PMP

Signature – Contracting Officer’s Representative

PERFORMANCE REPORT

1. CONTRACT NUMBER: <insert number>

2. Prepared by: (Name of COR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.>

Prepared by: <Enter COR’s name>

CONTRACT DISCREPANCY REPORT (CDR)

1. Contract Number: <insert number>

2. TO: (Contractor Task Manager or on-site representative) <insert name>

3. FROM: (Name of COR) <insert name>

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: <Enter COR’s name>

Received by: