Attachment E - QASP.pdf

QASP

1. QUALITY ASSURANCE SURVEILLANCE PROGRAM (QASP): (“HOPTEL Coordinator” is the Social

Worker/AOD/VISOR-designee making the reservation)

a. The Government will evaluate the Contractor’s performance to ensure services are performed in accordance with this Contract. The Government may inspect each task as completed or increase the number of quality assurance inspections if deemed appropriate because of repeated failures or because of repeated customer complaints. Likewise, the Government may decrease the number of quality assurance inspections if performance dictates.

b. See QASP on next two pages:

Task Indicator Standard Acceptable

Quality Level

Method of Surveillance Incentive

Disincentives/ Deducts

1. Monthly Invoices:

Accurate & timely submission

IAW

contract.

(Rated by CORs)

Contractor must bill accurately for each Veteran’s stay at the assigned hotel; invoice must be submitted by the 15th of each month for the previous month’s residents.

Documentation must be IAW provisions of the contract.

95% accurate & timely documentation on invoice.

CORs review & correlate Contractor’s invoice list of guest-Veterans with confirmed reservations made by social workers/AODs/

VISOR-

designee before certifying invoice.

Incentive:

satisfactory or better past performanc e

Failure to meet VA performance measures shall result in the following penalties:

85%-89%: A disincentive equaling 5% of that month’s invoice when the AQL was not met.

80%-84%: A disincentive equaling 10% of that month’s invoice when the AQL was not met.

80%and below: A disincentive equaling 10% of that month’s invoice when the AQL was not met, in addition, will be considered as noncompliance.

Task Indicator Standard Acceptable

Quality Level

Method of Surveillance Incentive

Disincentives/ Deducts

2. Cost Control:

Contractor does not charge state or occupancy taxes.

Telephone charges & other amenities are paid by Veteran &/or caregiver.

(Rated by CORs with input from the Hoptel Coordinato r and Visor designee)

Contractor charges rates IAW contract rates. No taxes or additional amenities are added.

Room rates must be IAW contract rates.

98% satisfactorily-charged room rates by Contractor.

Hoptel Coordinator contacts COR (Visor designee contacts COR) with any unacceptable reason Contractor did not accept a Veteran reservation.

Incentive:

satisfactory or better than past performanc e.

Failure to meet VA performance measures shall result in the following penalties:

90%-98%: A disincentive equaling 5% of that month’s invoice when the AQL was not met.

85% -90%: A disincentive equaling 10% of that month’s invoice when the AQL was not met.

85%and below: Will be considered as noncompliance, and termination considered