Attachment 3 - QASP.pdf

2024 IHP Field Services Attachment #3

Attachment 3 QASP 1 June 26, 2024

INDIVIDUAL AND HOUSEHOLDS PROGRAM (IHP)

FIELD SERVICES CONTRACT

Quality Assurance Surveillance Plan (QASP)

Contract #

Date

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance of the IHP Field Services 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 when 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 as needed.

However, the Government will coordinate changes with the Contractor. Updates will ensure that the QASP remains a valid, useful, and an enforceable document. Copies of the original

QASP and revisions are available to the Contractor and government officials implementing surveillance activities.

The following FAR clauses apply to the measures used to validate and confirm compliance:

52.246-4 Inspection of Services – Fixed-Price, 52.246-6 Inspection-Time-and-Material and Labor-Hour

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel will oversee and coordinate surveillance activities.

Contracting Officer (CO) - The CO will ensure performance of all necessary actions for effective contracting, compliance with the contract terms, and safeguard the interests of the

United States in the contractual relationship. The CO will 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.

Attachment 3 QASP 2 June 26, 2024

Contracting Officer’s Representative (COR) - The COR is responsible for the technical administration of the contract and will ensure proper Government surveillance of the contractor’s performance. At the conclusion of the contract or when requested by the CO, the

COR will provide documentation to the CO in support of quality support monitoring. The

COR is not empowered to make any contractual commitment or to authorize any contractual change on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Task Monitor (TM) –The Task Monitor assesses the Contractor’s response to the requirements contained within the Performance Requirements Summary (PRS) with a primary focus on the Selective Service Performance Areas (SSPAs) contained within this

QASP outline. Results of QASP will be submitted to the COR for delivery to the

Contractor post Task Order release.

Program Manager (PM) – The Program Manager assists in analyzing performance scoring thresholds and calculations for a final QASP rating.

3. CONTRACTOR REPRESENTATIVES

The Contractor shall provide representatives as points of contact for sharing data with government personnel during the QASP evaluation.

4. PERFORMANCE STANDARDS

The Government will use the performance thresholds from the PRS, associated SSPAs and the standards contained in this QASP to determine the Contractor’s damage assessment and

JIT Task Order performance rating.

5. METHOD OF QUALITY SURVEILLANCE

The COR, or their designee will use the surveillance methods listed below in the administration of this QASP.

Direct Observation (QC)

FEMA will periodically observe the Contractor’s field Quality Control (QC) assessment process throughout the Task Order activation period. The Contractor’s field QC program will compare the initial assessment to that of a subsequent evaluation of the same dwelling confirming a compliant product and QC score. The results of the QC assessment will follow the Contractor’s QMS and FEMA provided guidance. Subsequent QC results are to be reported to FEMA when errors (non-conformities) are identified and exceed the threshold contained within Technical Exhibit 6 FEMA Corrections. All non-conforming assessments shall be corrected at no cost to the Government.

Desktop Monitoring (QA)

FEMA will periodically review assessments completed by the Contractor through the

National Emergency Management Information System (NEMIS), and through the use of

Government generated reports for Quality Assurance. Assessments that are not conforming to

Attachment 3 QASP 3 June 26, 2024

FEMA provided guidance will be returned to the Contractor as a FEMA Correction, per

Technical Exhibit 6 FEMA Corrections at no cost to the Government.

Customer Complaints

Customer complaints are retained by FEMA throughout the contract period. Complaint follow up, timeliness and resolution are contained within the Customer Service Performance

Application (CSPA) database. Contractor responsiveness to complaints are inclusive of

SSPA # 4.G Cooperative Management.

100% Assessment

FEMA will monitor assessments completed during the Task Order Activation period for adherence to the requirements of the Performance Work Statement (PWS), PRS, and FEMA provided guidelines.

Progress or Status Meetings

Bi-weekly conference calls between FEMA and the Contractor are typically conducted during heighted activity as means to monitor Contractor performance.

Analysis of Contractor's Progress Reports

FEMA will measure the delivery and content of the Contractor’s submitted progress reports per the requirements of the PWS, PRS, and this QASP.

6. QASP Evaluation Matrix

The QASP evaluation matrix is the template used to identify specific areas that will be measured throughout the task order activation period and contains performance elements for use in preparing the final rating.

Selective Service Performance Areas (SSPAs) and associated number are contained within the

PRS. The PRS defines the specific minimum acceptable threshold and objective for each activity measured.

PWS Objective – This is the deliverable to be measured contained within the PWS.

Method of Surveillance – Describes the item, object, and or method used to monitor the performance area.

Performance Measurement – Further defines surveillance when applying a scoring threshold calculation for measurement.

Calculation – The scoring threshold identifying point deductions for non-compliant work. The total score to be achieved is 100. The final result of this measurement will be rated per

Section 7.

Attachment 3 QASP 4 June 26, 2024

SSPA #1 Quality and Customer Service

SSPA PWS Threshold Method of Surveillance Performance Measurement Calculation (Points to be subtracted from 100

Score)

1.B. - Complete one

QC assessment within 48 hours of the first returned assessment.

5.16 Met Requirement

for all

Assessments subject to QC.

Contractor and FEMA provided reports All assessments subject to

QC except those returned as

Withdrawn, No contact and

Inaccessible.

Failed to meet

Requirement

1.B - Each assessor received a Quality

Control assessment within 7 days of returning their first assessment.

Failed to meet

Requirement

1.B – Quality Control assessments were performed on a minimum of 3 and

3% of each assessor's initial assessments and minimum of 3 and

3% of all appeal assessments, unless waived by FEMA.

Failed to meet

Attachment 3 QASP 5 June 26, 2024

SSPA #2 Completed Assessments and Production

SSPA PWS Threshold Method of

Surveillance Performance Measurement Calculation

(Points to be subtracted from 100

Score) 2.G – Production, Option 1 Peak

Activity

5.15 Met production

requirement for

Days 3 - 18 (16 days)

FEMA generated reports Point deduction for each missed day’s production.

Failed to meet

Requirement 3 points for each missed day for a max.

deduction of

48 points

2.G – Production, Option 2 Non-Peak

Activity

5.15 Met production

requirement for

Days 2 - 9 (8 days)

FEMA generated reports Point deduction for each missed day’s production.

Failed to meet

Requirement 6 points for each missed day for a max.

deduction of

48 points

2.G – Production, Option 3 Hybrid

5.15 Met required daily

quantity of assessors and subsequent daily production requirement when transitioning to

Option 1 or Option 2

FEMA generated reports Task Order specific point deduction to include failing to meet a daily count of assessors arriving to the field, and the remainder for missed production days.

Failed to meet

Requirement 3 points for each missed day for a max.

deduction of

48 points

Attachment 3 QASP 6 June 26, 2024

SSPA #3 Timeliness

SSPA PWS Threshold Method of

Surveillance Performance Measurement Calculation

(Points to be subtracted from 100

Score)

2.J – Geographical

Aging

1.4 No one county, Parish

or independent city’s average time to return assessments exceeds the average routine aging where the majority of work was returned.

In OCONUS regions, geographical aging may exceed average routine aging by an additional 24-hours.

FEMA generated reports Point deduction when exceeding this requirement Failed to meet

Requirement

2.K – Correction

Aging

5.17 The average FCOR

aging shall not exceed 72 hours.

FEMA generated reports Point deduction when exceeding this requirement Failed to meet

Requirement

SSPA #4 Reports and Cooperative Management

SSPA PWS Threshold Method of

Surveillance Performance Measurement Calculation

(Points to be subtracted from 100

Score)

4.B – Staffing and

Surge Event

Reports

5.19.4

5.19.8

Provided to FEMA within 72 hours of Briefing and throughout the Task Order

Contractor provided reports evaluated by

FEMA to be complete and accurate.

Point deduction when not meeting this requirement Failed to meet

Attachment 3 QASP 7 June 26, 2024

4.G – Cooperative

Management

1.4 All Corrective and

Preventative Action

(CAPA) required for nonconformities identified through the task order were initiated per the

Contractor’s QMS and/or at FEMA’s request with acceptable responses provided to FEMA within 3 business days of the nonconformity.

All contractor provided

CAPA response(s) will be validated by the

COR/TM for content and accuracy.

Contractor’s response contained acceptable acknowledgement of the nonconformity and method to prevent the situation in future task orders and delivered within 3 business days of notice or request of the nonconformity.

Failed to meet requirement

1.15 Invoices submitted

not later than the third Monday after the end of the contractor’s accounting period.

When a holiday falls on a Monday, invoices shall be submitted on

Tuesday.

Contractor submitted invoices

• 100% of invoices submitted no later than the third Monday after the end of the

Contractor’s accounting period.

• Greater than 75% of invoices submitted no later than the third Monday after the end of the Contractor’s accounting period.

• Less than 75% of invoices submitted on Mondays but not later than the third Monday after the end of the Contractor’s accounting period.

• When a holiday falls on a

Monday, invoices shall be

• submitted on Tuesday.

These percentages shall be calculated based on the summary of invoice submission during the period of performance subject to CPARS reporting.

To be considered submitted, the invoice shall be received by the

Government in the agreed to format with all required supporting documentation deemed acceptable by the

Contracting Officer

Representative (COR).

* Percentage points shall not be deducted for instances when invoices are submitted on Tuesday due to a holiday.

Attachment 3 QASP 8 June 26, 2024

Just in Time Activation, measured as a separate Task Order

Component PWS Threshold Method of

Surveillance Performance Measurement Calculation

(Points to be subtracted from 100

Score) Just In Time (When

Initiated)

5.8 A daily count of

personnel to be badged, trained and ready for field deployment identified through each Contractor’s proposal.

Contractor provided reports using a spreadsheet provided by FEMA and verified by the COR.

Contractor met threshold metrics identified in the

Proposal and verified by

FEMA

Met Task Order activation performance between

Day 1 and Day 5?

Met proposed count of candidates to arrive and complete daily fingerprinting and or adjudication at the badging center?

Met proposed count of assessors to be trained daily?

Met proposed count of assessors to field ready to receive work.

Attachment 3 QASP 9 June 26, 2024

7. Ratings

Metrics and methods are designed to determine if performance exceeds, meets, or fails to meet a given standard. A rating scale is used to determine level of performance outcomes and applies to the items identified from the QASP Evaluation Matrix. The following ratings shall be used:

Rating Description

Exceptional

95 and Above

Performance meets and exceeds the majority of contractual requirements benefiting the Government.

Very Good

90-94.99

Performance meets and exceeds some contractual requirements for the

Government’s benefit.

Satisfactory

85-89.99

Performance meets contractual requirements.

Marginal

75 to 84.99

Performance did not meet some contractual requirements. The contractual performance of the element being evaluated reflects moderate problems for which the contractor’s actions within this Task

Order were marginally effective or not fully implemented.

Unsatisfactory

Less than 75

Performance did not meet most contractual requirements. The contractual performance of the element contains a serious problem(s) for which the contractor’s corrective actions within this Task Order were ineffective.

8. Task Order Release Performance Reporting

QASP Result communication and acceptance procedures are contained within the

PRS (Attachment 2).

9. Frequency of Measurement

Measurements by FEMA may be monitored throughout the task order period for any or all of the SSPAs contained within the PRS. Reports of interim results will be communicated throughout the Task Order period. Minimally, a final QASP results acceptance document is prepared and communicated according to the timelines shown within the PRS.

10. Frequency of Performance Assessment Meetings

The COR and Task Monitor conduct reoccurring conference calls to discuss the progress status of Task Order accomplishments to include performance, quality, and field challenges with approaches to overcome.

Attachment 3 QASP 10 June 26, 2024

11. Incentive

Damage assessment Task Orders issued under this contract are subject to a financial incentive. The incentive is designed so that achieving this additional threshold is not easily obtained requiring the Contractor and their personnel to excel in areas of customer service, timeliness, and quality.

Incentive – Customer Satisfaction

The Task Order incentive is based on the cumulative score of the three categories. The maximum points that may be earned is 100, whereby each point represents the percentage of the incentive to be awarded.

Category PWS/PRS

Incentive is based on the average customer service survey results conducted by

FEMA

Calculation

Customer Service PWS 5.4 Survey results conducted by FEMA The average score of the 8 questions based on a 5-point metric

Q1 – Assessor explained the reason for the assessment. 1 – 5 Points

Q2 – Assessor provided responses that were easy to understand. 1 – 5 Points

Q3 – Assessor answered the survivor’s questions. 1 – 5 Points

Q4 – Assessor explained what is to happen next. 1 – 5 Points

Q5 – Assessor’s response was timely. 1 – 5 Points

Q6 – Assessor presented themselves in a professional manner. 1 – 5 Points

Q7 – The amount of time the assessor spend on the assessment was acceptable. 1 – 5 Points

Q8 – Overall assessment experience 1 – 5 Points

Incentive range Score

≥ 4.85 30

≥4.65 < 4.85 22.5

≥ 4.45 <4.65 15

≥ 4.25 < 4.45 7.5

< 4.25 0

Attachment 3 QASP 11 June 26, 2024

Timeliness PWS/PRS Incentive Range is based on location and average time to return completed assessments Score

Routine Aging PWS 1.4

PRS SSPA

#3A

CONUS OCONUS

≤ 2 days 12 hours 0 minutes ≤ 4 days 12 hours 0 minutes

≤ 2 days 18 hours 0

≤ 5 days 0 hours 0 minutes

≤ 3 days 0 hours 0 minutes

≤ 5 days 12 hours 0 minutes

≤ 3 days 6 hours and 0

≤ 6 days 0 hours 0 minutes

Quality PWS/PRS Incentive is based on the percentage of FCORs to the count of completed assessments returned.

Incentive Range Score

Quality Assurance PWS 5.16, 5.17

PRS SSPA

#1.A

FCOR / Completed Assessments ≤ 1.750% 30

≤ 2.000% 22.5

≤ 2.250% 15

≤ 2.500% 7.5