ATTACHMENT 3 - HAPA QASP.pdf

QASP | 36C79126R0003

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Department of Veteran Affairs

Quality Assurance Surveillance Plan

For

Hearing Aids Parts and Accessories

Contractor’s Name: ________________

Contract Number: 36C79126D00xx

Date Version Editor/Author Notes 2/04/2026 1.0 Bradley Geghan Initial Version

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Table of Contents

1. Introduction

Purpose

2. Roles and Responsibilities

Contracting Officer

Contracting Officer’s Representative (COR)

Other Key Government Personnel

Contractor Representatives

Contract Requirements

Performance Measures

Incentives

3. Identification of Required Performance Standards/Quality Levels

General Areas to be Monitored during Contract Performance

Performance Standards

Contract Monitoring

4. Methods of Quality Assurance (QA) Surveillance

Customer Feedback

Verification of Documentation Provided by Contractor

Periodic Inspection ............................................. Error! Bookmark not defined.

Acceptable Quality Levels

Process for Missed Targets

CPARS Annual Assessment

5. SUMMARY

6. LIST OF APPENDIX

Appendix Q1: PERFORMANCE REQUIREMENT SUMMARY

APPENDIX Q2: QUALITY ASSURANCE MONITORING FORM – CUSTOMER

COMPLAINT INVESTIGATION

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1. Introduction This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract, ensure the Contractor performs the contract requirements satisfactorily, and that the Government receives the quality of products defined in the contract. The QASP is based on the premise that the Contractor, not the Government, is responsible for managing and ensuring that contract requirements are met and that quality controls are in place and meet the terms of the contract. It is not intended to provide details of how the Contractor accomplishes this work. 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. The Government and Contractor will mutually agree on any revisions.

Updates will ensure that the QASP remains a valid, useful, and enforceable document.

Copies of the original QASP and revisions will be provided to the contractor and VA officials implementing surveillance activities.

Purpose The purpose of the QASP is to describe the systematic methods used to monitor the performance and the identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards.

The QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes the quality assurance documentation requirements and describes the analysis of quality assurance monitoring.

This QASP is based on the premise the Government desires to maintain a quality standard in customer service operations and that a service contract to provide the service is the best means of achieving that objective.

2. Roles and Responsibilities The following personnel shall oversee and coordinate surveillance activities:

Contracting Officer The contracting officer (CO) is responsible for monitoring contract compliance and administration and for resolving any differences between observations documented by the program office contracting officer’s representative (COR) and the contractor. The CO will designate a COR as the government authority for performance management.

The individual(s) with a prescribed authority to enter into, administer, and/or terminate contracts and make related determinations and findings. 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

pg. 4 contractual relationship. The CO ensures that appropriate contractual remedies and solutions are applied if the Contractor fails to meet contract requirements. The CO shall also ensure that 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: Bradley Geghan Agency: Department of Veterans Affairs, National Acquisition Center, CSAS

Contracting Officer’s Representative (COR) The COR is designated in writing by the CO to perform specific technical and/or administrative functions and is responsible for technical administration of the contract and shall ensure proper Government surveillance of the contractor’s performance. The COR will 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: Frank Gallegos Agency: Department of Veterans Affairs, Denver Logistics Center

Other Key Government Personnel Contracting Specialist(s), Contracting Officer Representative (COR), and Program Manager (PM) will provide contractual guidance and requirements when needed or appropriate. Any unforeseen or potential conflicts or problems can be addressed with the individuals listed but for any contractual changes, the Contracting Officer is the ONLY authority to make any change to the contract. If applicable, this QASP will be revised to include relevant POC information

Assigned PM: Sean McClenney Agency: Department of Veterans Affairs, Chief, Audiology and Speech Pathology

Contractor Representatives The Contractor has the responsibility for complying fully with the terms and conditions of the contract, participating as a member of the multi-functional team in the post-award management phase, maintaining and implementing a Quality Control Plan that complements the Performance Plan insuring that non-conforming contract products are identified and corrected. The Contractor will be responsible for the execution of both the contractual and technical aspects of the contract performance.

Contract Requirements The contract requirements applicable to this QASP are listed in Section D Statement of Work (SOW); however, the Government is not limited to contract receiving and inspecting for commercial items in the contract requirements. The Contractor is

pg. 5 responsible for satisfactory performance of all contract requirements and the Contractor shall self-monitor its methods and requirements as necessary.

Performance Measures The Government performs surveillance of the end product to determine if the contractor exceeds, meets, or does not meet these standards.

The Summary Matrix incorporated below includes performance measures. The government will use these measures to determine contractor performance and will compare the Contractor’s actual performance to the performance measure.

Incentives Upon satisfactory contract performance the contractor will be eligible for favorable past performance reporting.

3. Identification of Required Performance Standards/Quality

Levels The required standards and/or quality levels are included in Appendix Q1, “Requirements Summary.”

General Areas to be Monitored during Contract Performance The following Performance Based Service Contract items are identified within the SOW to be applicable on a wide basis and are to be monitored under this QASP.

See the Requirements Summary Appendix Q1:

Quality of Products Provided

• Compliance with Contract Requirements

• Conforming Supplies

Timeliness of Performance

• Responsiveness to Customer requests

• Monthly Invoice Report

• Requesting Mod(s) in a timely manner

• Delivery of products within 30 days

Performance Standards Performance Standards outlined in this QASP shall be used to determine the level of contractor performance in the elements defined. The Statement of Work identifies Government objectives and standards for each task contracted. The Government will use these standards to assess Contractor performance against these objectives to ensure performance is, at a minimum, satisfactory. The VA surveillance will measure contractor performance in meeting the standards using the following ratings:

unsatisfactory, marginal, satisfactory, very good, or exceptional.

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The COR will use the performance standards to determine contractor performance rating and will compare contractor performance to the performance threshold of Table A: Performance Standard Measures. The standards, measures and ratings will be used in the assessment process for the Contractor Performance Assessment Report

(CPARS).

Contract Monitoring

It is the intention of both parties to conduct joint monthly and annual reviews prior to the expiration of the contract to determine and evaluate that requirements are being performed in accordance with contract terms, to include invoicing and payment are being handled in accordance to contract terms. The parties will jointly determine if this agreement is satisfactory to both parties in the terms of services provided and consideration received. This review may include but not limited to:

• Analyze all invoices

• Analyze product quality

• Analyze delivery timeliness

• Analyze any customer complaints

Table A: Performance Standard Measures

4. Methods of Quality Assurance (QA) Surveillance The COR and/or designated VA Contractor personnel will perform scheduled and impromptu inspections in accordance with the frequency and standards contained in this QASP to ensure Contractor compliance with the appropriate paragraphs of the SOW and will record the results of inspection, noting the date and time of inspection. If inspection indicates minor discrepancies the COR will notify the Contractor of the discrepancy. If inspection indicates unacceptable performance, the COR will notify the Contracting Officer, who in turn will notify the Contractor of the deficiencies for correction. The Contractor will be given a Contractor reasonable time after notification to correct the unacceptable performance if such correction is possible. The length of time allowed to correct the problem will depend upon the requirement and the deficiency, and the Contractor will be notified of the time allowed for correction when the deficiency

Deliverable Number Description

Delivery Time Performance Item

Method of Performance

A1 Product Satisfaction Monthly 97% no product defects

COR will Report monthly

CO

A2 Delivery Timeliness Monthly Products shall delivered to DLC within 30 Days 95%

COR will Report monthly

CO

A3 Customer Complaints Monthly 85% Resolution with customer complaint within 10 Days

COR will Report monthly

CO

A4

Respond to all incoming orders in timely manner in accordance to SOW. Monthly

At least 95% of orders must be acknowledged from first contact by contractor.

COR will Report monthly

CO

PRODUCT/DELIVERY

pg. 7 is reported to the Contractor. Should the COR and contractor reach an impasse on any matter dealing with inspection and re-performance, the Contracting Officer will be consulted for Contractor resolution.

Customer Feedback Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the PM.

The PM shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The PM shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance Activity Checklist.

Verification of Documentation Provided by Contractor This level of inspection shall be accomplished by monitoring and documentation. Each month, the COR, shall review the generated documentation, and enter summary results to the CO.

Acceptable Quality Levels Performance Requirements Summary Table for contractor performance are structured to allow the contractor to manage how the work is performed.

Process for Missed Targets

Process for justification/explanation of missed targets:

• Contracting Officer will notify the Contractor of failure to meet target/metric/performance standard

• Contractor must submit a written appeal to the CO within 10 days of receipt of notification of failure to meet the standard. The appeal must contain the following:

o An explanation for the failure to meet the standard o A performance improvement plan (PIP) o A date for completion of the performance improvement plan, and for regaining satisfactory target goals

• If standards are not met, the Contracting Officer may take appropriate steps to remedy the Contractor’s failure to meet the terms and conditions of the contract.

CPARS Annual Assessment The Contractor will be annually assessed and rated for their performance and operation of the utility system listed per the contract. Metrics and methods are designed to determine rating for a given standard and acceptable quality level. The Contractor Performance Assessment Reporting System (CPARS) will be utilized to perform this assessment:

i. CPARS training can be accessed at: https://www.cpars.gov/ (Use “Assessing Official Representative” role) (Approx. 2 hrs. to complete)

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ii. The COR will establish an account in CPARS in order to officially contribute to the Government’s annual assessment of the Contractor’s performance. The COR’s input will carry significant weight in the development of the Government’s overall annual rating of the Contractor’s performance under this contract.

iii. The COR will assign a rating to the Contractor’s performance under the contract using the following table:

Exceptional • Performance exceeded many of the contract requirements to the Government’s benefit.

• Few minor problems resulted from the performance; any corrective actions taken were highly effective.

Very Good • Performance exceeded Contractor some of the contract requirements to the Government’s benefit.

• Contractor minor problems resulted from the performance; any corrective actions taken were effective.

Satisfactory • Performance met all of the contract requirements.

• Contractor some minor problems resulted from the performance; corrective actions taken were satisfactory.

Marginal • Performance did not meet Contractor some of the contract requirements, causing impact to the Government.

• Serious problems resulted from the performance, but recovery was still possible; corrective actions taken were either marginally effective or not fully implemented.

Unsatisfactory • Performance did not meet most of the contract requirements, causing impact to the Government.

• Serious problems resulted from the performance, and recovery was not considered likely; corrective actions taken were ineffective.

iv. The COR’s assessment and recommended rating will be reviewed by the

Contract Specialist /Contracting Officer to ensure sufficient justification. Upon completion of the Government’s annual assessment and rating of the Contractor’s performance, the assessment and rating will be officially recorded in the Contractor Performance Assessment Reporting System (CPARS).

Information in CPARS will serve as a valuable Government Contractor source of CONTRACTOR past performance information for future Contractor solicitations upon which the Contractor may offer.

a. CPARS training can be accessed at: CPARS Learning Center

b. Contractor shall assign point of contact for CPARs reviews https://www.cpars.gov/lc.htm

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5. SUMMARY

The QASP serves as an important guiding document, providing the framework for government monitoring, surveillance, and coordination of the Contractor’s activities and responsibilities under this contract. The typical long-life of this contract, its many moving parts, and the fact that the Contractor insurance, requires a close, long-term partnership between the government and the Contractor. The deliberate and methodical approach to the development and maintenance of this QASP will help ensure this partnership continues to be nurtured, resulting in long-term quality utility service to Department of Veteran Affairs.

6. LIST OF APPENDIX

Appendix Q1 – Performance Requirements Summary Appendix Q2 – Customer Complaint Investigation

Contracting Officer Representative

Contracting Officer

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APPENDIX Q1: PERFORMANCE REQUIREMENT SUMMARY

Reporting Requirements and Deliverables The Contractor shall furnish reports to allow VA to assess and monitor their plan’s compliance. The Contractor shall permit VA, the Government Accountability Office (GAO), and other Federal agencies with access to its records.

The Performance Requirement Summary reports will include, at a minimum:

a. Monthly Reports:

i. Invoice Reports – Invoices that have been submitted shall include VA PO numbers, vendor invoice number, date submitted, and if it’s been paid or pending.

ii. Monthly report will have a summary page in front of report. Information provided on summary page will have non-conforming product information, issues with delivery timeline, and requests for modification of delivery orders.

Deliverable Number Description

Delivery Time Performance Item

Method of Performance

A1 Product Satisfaction Monthly 97% no product defects

COR will Report monthly

CO

A2 Delivery Timeliness Monthly Products shall delivered to DLC within 30 Days 95%

COR will Report monthly

CO

A3 Customer Complaints Monthly 85% Resolution with customer complaint within 10 Days

COR will Report monthly

CO

A4

Respond to all incoming orders in timely manner in accordance to SOW. Monthly

At least 95% of orders must be acknowledged from first contact by contractor.

COR will Report monthly

CO

PRODUCT/DELIVERY

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APPENDIX Q2: QUALITY ASSURANCE MONITORING

FORM – CUSTOMER COMPLAINT INVESTIGATION

CONTRACTOR: _______________________________________________________

BPA/TASK ORDER NUMBER: __________________________________________

DATE/TIME COMPLAINT RECEIVED: _____________ ________ AM / PM

SOURCE OF COMPLAINT: _______________________________ (NAME)

_______________________________ (ORGANIZATION)

_______________________________ (PHONE NUMBER)

_______________________________ (EMAIL ADDRESS)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT:

___________________ AM / PM

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

RECEIVED AND VALIDATED BY:

PREPARED BY: ___________________________________ DATE: ________

APPENDIX Q2: QUALITY ASSURANCE MONITORING FORM – CUSTOMER COMPLAINT INVESTIGATION