Attachment 8 Quality Assurance Surveillance Plan 092321.pdf
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- Attached to
- National Medical Transport and Support Contract Federal contract opportunity
- Solicitation number
- 70FB7021R00000023
- Issued by
- Federal Emergency Management Agency
About this file
This document contains a Quality Assurance Surveillance Plan and related Federal contract opportunity for national medical transport and support services. Key details include:
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The Quality Assurance Surveillance Plan outlines 37 performance standards across areas of readiness, deployment, planning/exercises, and administrative reporting. Standards address requirements for certified personnel, vehicles, equipment, and timelines for establishing operations and responding to task orders. Acceptable performance levels and measurement methodologies are defined for each standard.
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The related Federal contract opportunity is a multiple-award IDIQ for contractor-managed medical transport and support resources to support Federal evacuations or medical activations. The base period of performance is one year with four optional one-year extensions. Offerors must meet the requirements outlined in the solicitation, with proposals due by 14 October 2021. The estimated contract value and pricing terms are not specified.
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Text version
QUALITY ASSURANCE SURVEILLANCE PLAN
1. PURPOSE. The purpose of the Quality Assurance Surveillance Plan (QASP) is to identify the methods the Government will use to ensure services identified in the Performance Work Statement (PWS) are received. The QASP is designed to provide an effective assessment method for monitoring Contractor performance for each listed standard. The plan focuses on the level of performance required by the SOW not the methodology or process. The focus of the Government is on “insight” not “oversight” and on problem prevention rather than problem identification and corrective actions.
2. INTENT. The Contractor is required to control the quality of services offered for acceptance. When the Government inspects for acceptance, the deliverables should be satisfactory upon the original inspection. The Contractor’s quality control program is the driver for product quality. The role of the Government is to ensure contract standards are achieved by assessing the Contractor’s management and performance.
3. CONTRACTOR’S QUALITY CONTROL. The Contractor shall employ its quality program/procedures to identify, prevent, and ensure non-recurrence of defective services. Through implementation of the Contractor’s quality control program/procedures, the Government shall receive quality services meeting the requirements of this contract.
4. PERFORMANCE ASSESSMENT
4.1. COR. The Government will evaluate the Contractor’s performance by appointing a Contracting Officers Representative (COR) to monitor performance and ensure services are received. The COR will evaluate the Contractor’s performance through various assessment methods, i.e., planned sampling, random sampling, 100% inspection, Contractor’s metrics and quality control date, customer complaints, and trend analysis/audit. The Government reserves the right to change the assessment methods based on Contractor’s performance.
4.1.1. The COR will select tasks for evaluation and assessment. Each task selected will be evaluated and assessed for those performance requirements in the Service Performance Summary (SPS). The attributes of timeliness of work completed, quality of work performed, and documentation will be evaluated and assessed. The tasks will be marked either satisfactory (s) or unsatisfactory (u).
4.1.2. The COR will notify the CO in writing when performance is found to be unacceptable. The CO will identify the nonconformance to the Contractor and require corrective action to the QASP, both to correct the observed nonconformance and more importantly, the root cause of the problem to prevent its reoccurrence.
4.1.3. The COR will notify the CO when performance is found to be acceptable.
When the Contractor’s performance of a required service is consistently superior, the assessment will be reduced to the absolute minimum and should involve no more than occasional review of Contractor’s metrics or other appropriate Contractor quality data. Likewise, when the Contractor’s performance deteriorates the intensity of assessment should be increased appropriately.
4.2. Assessment Methods. Planned sampling, random sampling, project officer review of submitted reports and customer complaint will be used as the primary methods for assessing the services. The COR will evaluate the performance objectives after requirements are completed
4.3. Standard. The Contractor shall perform all work required in a satisfactory manner in accordance with the SPS
4.4. Service Performance Summary - Performance Objectives and Thresholds.
The performance objectives and thresholds are as stated in the (SPS) below:
SERVICE PERFORMANCE SUMMARY MATRICES
Readiness Performance Standards
FEMA Task Performance Standard Acceptable
Level of Performance
Methodology to Measure
Performance
1. Percentage of qualified personnel with required certification – Project Director/Alternate
Fluent in English, available to COR 24 hours, 7 days a week
100% COR
Validation
2. Percentage of qualified personnel with required certification – Contractor Field Operations Team
(FOT)
Trained to NIMS standard for intermediate and advanced ICS
90% Audit of Contractor’s personnel roster
3. Percentage of qualified personnel with required certification – Communication Team
Adequately trained personnel to staff the required Communication Team
100% Audit of Contractor’s personnel roster
4. Percentage of qualified personnel with required certification – Advanced Life Support (ALS) and Basic Life Support (BLS) ground ambulance staff
Contractor has adequately certified and trained ground ambulance personnel to staff up to 70% with ALS and up to 30% with BLS per each zone.
100% Audit of Contractor’s personnel roster
5. Percentage of qualified personnel with required certification – Paratransit staff
Contractor has adequately certified and trained paratransit personnel to staff all required paratransit requirements per each zone.
100% Audit of Contractor’s personnel roster
6. Percentage of qualified personnel with required certification – Critical Care (CC), ALS and BLS medical airlift staff
Contractor has adequately certified and trained medical airlift personnel to staff CC, ALS and BLS requirements per each zone.
100% Audit of Contractor’s personnel roster
7. Percentage of qualified personnel with required certification – Computer Aided Dispatch (CAD) operators
The contractor is required to be knowledgeable on operation of the CAD
90% Audit of Contractor’s personnel roster
8. Develop disaster vehicle identification placard system
Develop disaster vehicle identification placard system within specifications and time constraints
Within 30 days of contract award
System acceptable to
FEMA
FEMA Task Performance Standard Acceptable
Level of Performance
Methodology to Measure
Performance
9. Percentage of vehicles with Disaster Vehicle Identification Placard System
Disaster vehicle identification placard system in each vehicle
100% Physical inspection
10. Develop a Logistics Operations System plan
Provide a plan for turn-key, all-inclusive base logistics support to include provisions for a self-sustaining initial 72 hour emergency response
Within 30 days of contract award
COR
validation
11. Availability of Logistics Operations System
Provide a turn-key, all-inclusive base logistics support to include provisions for a self-sustaining initial 72 hour emergency response
90% System accepted by Contractor and FEMA
12. Availability of Credential Repository
Maintain current records of all Contractor’s employees, and subcontractors of appropriate insurance, certifications, licenses, or training as required by State and local authorities in their State of origin.
100% COR
Validation
13. Availability of CAD System
CAD is operational 90% Audit of Contractor’s personnel roster
14. Develop a Safety Management Plan
Provide a safety management plan as described in the SOW.
Within 30 days of contract award
COR
validation
15. Percentage of acceptable Safety Management Plan inspections
Pass Safety Management Plan inspections
100% COR
Validation
16. Percentage of Shelter Packages ready for deployment
Packages contain no expired items
100% Periodic Inspection
17. Percentage of 1200 Communication Devices ready for deployment
Devices are in working order and meet the requirements in the PWS
100% Periodic Inspection
Deployment Performance Standards
Acceptable
Level of Performance
Methodology to Measure
Performance
18. Operational response within required response time - All Zones, separate deployment – ground ambulances, up to maximum deployment per zone
All ground ambulances on Task Order at check-in site within 24 hrs.
100% FEMA IMT
validation at check-in
19. Operational response within required response time - All Zones, separate deployment – paratransit vehicles, up to maximum deployment per zone
All paratransit assets needed to meet Task Order at check-in site within 24 hrs.
100% FEMA IMT
validation at check-in
20. Operational response within required response time - All Zones, separate deployment – medical airlift, up to max. deployment per zone
1 – 25 medical aircraft (per Task Order) at check-in site within 24 hrs. 26 – 50 medical aircraft at check-in site within 48 hrs.
100% FEMA IMT
validation or FAA log.
21. Operational response within required response time - All Zones, single deployment – ground ambulances, exceeding max. single zone quantity
1 – 300 ambulances (per Task Order) at check-in site within 24 hrs. 301 – 600 ambulances at check-in site within 48 hrs.
100% FEMA IMT
validation at check-in
22. Operational response within required response time - All Zones, single deployment – paratransit vehicles, exceeding max.
single zone quantity
Enough vehicles to transport 1
– 3,500 people within specified time at check-in site within 24 hrs. Enough vehicles for 3,501
– 7,000 people at check-in site within 48 hrs.
100% FEMA IMT
validation at check-in
23. Operational response within required response time - All Zones, single deployment – medical airlift, exceeding max.
single zone quantity
1 – 25 medical aircraft (per Task Order) at check-in site within 24 hrs. 26 – 50 medical aircraft at check-in site within 48 hrs.
100% FEMA IMT
validation or FAA log.
24. Availability of ground ambulances
Contractor has adequate ground ambulances to provide
100% Verification of quantity at check-in
Acceptable
Level of Performance
Methodology to Measure
Performance up to 300 ambulances per Zone (1200 combined).
25. Required number of paratransit seats
3,500 seats per Zone (14,000 combined)
No less than 3150 per zone
Verification of quantity at check-in
26. Number of Paratransit seats available in vehicles with wheel chair lifts
Paratransit seats in to 25% of total requested vehicles with wheelchair lifts
No less than 875 per zone
Verification of quantity at check-in
27. Availability of required Ambulance Equipment
Required ALS & BLS equipment for disaster ambulances is on board at check-in site
100% Random checks by
FEMA
28. Availability of Automated External Defibrillators (AEDs) on BLS ambulances
Contractor ensures all BLS ambulances are equipped with AEDs
100% AEDs purchased or leased
29. Availability of Contractor FOT stood up within required time period
Establish communication and arrive at check-in within 24 hrs.
100% FEMA IMT/
Field Agent validation
30. Availability of turn-key, all-inclusive operations 24 hr within required time period
Contractor will provide its own 24-hr logistics operations and not rely on FEMA
95% FEMA
IMT/Field Agent validation
31. Availability of Fixed Facility Support within required time period
Contractor supplied expertise consistent with Task Order timing and range of certifications within this contract to perform support services at fixed locations.
100% FEMA IMT
validation
32. Ability to complete Demobilization within specified time parameters
Contractor performs proper demobilization timing and techniques as specified in Task Order.
100% FEMA
IMT/Field Agent validation
33. Availability of Zone Plus Resources
Contractor is able to provide Zone Plus resources as a supplement to Zone, in accordance to the resources listed in 6.1.1. of the PWS
100% FEMA
IMT/Field Agent validation at check-in
Planning and Exercise Performance Standards
Acceptable
Level of Performance
Methodology to Measure
Performance
34. Percentage of Attendance to Coordination Meetings Contractor attends all FEMA sponsored meetings and/or exercises
100% COR
validation
35. Availability of Planning and Exercise Subject Matter Experts
Contractor shall provide planning subject matter expertise to FEMA, FEMA Regions, and State in accordance with PWS 8.3.5.
90% COR
validation
36. On time delivery of Planning and Exercises Deliverables
All planning and exercises deliverables are delivered to COR within the specified time.
100% COR
validation
37. Percentage of Customer satisfied with service
Customer satisfaction measured by customer satisfaction surveys
90% Survey Results
Administrative & Reporting Performance Standards
FEMA Task Performance Standard Acceptable
Level of Performance
Methodology to Measure
Performance
38. On time delivery of administrative reports - Operational Status Report to COR
Every 12 hrs. from Task Order issuance and/or verbal authorization from the CO or upon request, then daily
90% COR
validation & cc to CO
39. On time delivery of administrative reports - Compliance Report to
COR
Within 30 days initially then every 12 months thereafter.
Also, within 24 hrs from Task Order issuance and/or verbal authorization from the CO
100% COR
validation & cc to CO
40. On time delivery of administrative reports - Incident Report to COR
Within 30 days of Task Order completion
100% COR
validation & cc to CO
41. On time delivery of administrative reports - Annual Status Report to
COR
Within 60 days after end of each contract year
100% COR
validation & cc to CO
42. On time delivery of administrative reports - Subcontracting Report required by DHS FAR 52.219-9 Deviation
Submitted electronically via the electronic Subcontracting Reporting System (eSRS)
100% COR
validation
43. On time delivery of administrative reports - GFP Inventory Report to
COR
Submitted each year 30 days before completion of the period of performance
100% COR
validation may include inspection of
GFP
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