CASS_QASP .pdf

Quality Assurance Surveillance Plan

Administrative Contract Support

Coordination and Approval:

Contracting Officer Representative Date:

_ Date:

Contracting Officer Representative

Date:

Contracting Officer

TABLE OF CONTENTS

SUBJECT PAGE

1. Overview 3

2. Purpose 3

3. Roles and Responsibilities 4

4. Method of Assessment - Customer Feedback 4

5. Customer Complaint Procedures 4

6. Certification of Services 4

7. Service Delivery Summary 5

8. Attachment: CAR 6

9. Attachment: CCR 9

QUALITY ASSURANCE SURVEILLANCE PLAN

for

Contracting and Acquisition Support Services (CASS)

1. Overview:

1.1 Background: The Defense Health Agency (DHA) is responsible for the effective execution and operation of the Department of Defense (DoD) medical mission, which is to provide medical services and support to specified categories of individuals entitled to DoD medical care. The Military Health System (MHS) is committed to the provision of world class healthcare services for military personnel, retirees, their families, and other eligible beneficiaries. This goal incorporates the provision of a health delivery system where quality, access and cost effectiveness prevail. The delivery system focuses on operational readiness, health promotion, primary care and managed care.

The DHA provides medical care for the DoD’s 9.6 million eligible beneficiaries is provided through the defense health program which includes contracted health care networks and military treatment facilities. TRICARE provides comprehensive, quality and accessible health care to members of the Uniformed Services: Army, Navy, Air Force, Marine Corps, Coast Guard and the Commissioned Corps of the U.S. Public Health Service and the National Oceanic and Atmospheric Administration.

By law and/or agreement, benefits may be extended to members of NATO States and their dependents.

The Defense Health Agency Contracting Activity (DHACA) provides acquisition support to the MHS through effective business relationships and transactions and manages a contract portfolio directly supporting the MHS. The DHACA solicits, awards, and administers DHA contracts related to the delivery and oversight of health care services under legislatively defined benefits.

1.2 Objective: The objective of this contract is to provide full range of acquisition and program management support services in the performance of activities within the DHACA/DHA.

2. Purpose:

This Quality Assurance Surveillance Plan (QASP) outlines how Government personnel will evaluate and assess contractor performance. The QASP is intended to be a “living” document that may be revised or modified as circumstances warrant. It is based on the premise that the contractor, not the Government, is responsible for managing and ensuring that quality controls meet the terms of the contract/task order. The Government representative will evaluate the contractor’s performance based upon feedback from the Government customer (Customer) and periodic inspections of the contractor’s quality control program. Section 7 sets forth the Service Summary from the Performance Work Statement (PWS) and forms the basis of areas to be assessed by the Customer.

The purpose of this QASP is to ensure the completeness, timeliness, and appropriateness of the services delivered under this task order.

3. Roles and Responsibilities:

3.1 Contractor Responsibilities. The Contractor shall develop and maintain a quality assurance surveillance program to ensure services are performed in accordance with commonly accepted commercial practices for this task. The contractor shall be responsible for validating customer complaints. The contractor shall develop and implement procedures to identify and prevent defective services from recurring. At a minimum, the contractor shall develop quality control procedures that address the areas identified in the Service Summary in PWS Section 6.0.

3.2 Quarterly PMR: The Contractor will develop and present a quarterly product that will detail how the contract is performing. This report will be briefed to the CO, CS and COR every quarter.

The report will include manning status of the contract FTEs, financial status of the contract (under or over-burn rate), training compliance status, customer feedback received and any issues or other comments that the contractor would like to inform the government on.

3.3 Government Responsibilities. The primary Government representative responsible for assessing performance of contractor personnel under this contract is the Contracting Officer Representative (COR). The COR may elect to have other Government representatives provide input if work performed is not immediately in the daily purview of the COR. It is the responsibility of the COR to provide timely performance feedback to the contractor, both positive and negative.

4. Method of Assessment - Customer Feedback:

Customer feedback is firsthand information from the actual Customer(s) of the service being provided by the contractor personnel. It forms the basis of the evaluation and assessment. The COR is responsible for informing the Customer(s) of the procedures for relaying assessments of the contractor’s performance.

5. Customer Complaint Procedures:

If performance is determined to be unacceptable and appropriate remedial action is not taken in a timely/sufficient manner after the contractor task lead is notified, the COR will ensure a Customer Complaint Record (CCR) is documented, then notify the contractor’s Program/Task Manager and the Contracting Officer assigned to the task order. Depending on the severity of the problem, the Government may elect to bypass the CCR documentation and pursue resolution utilizing the Corrective Action Report (CAR).

6. Certification of Services:

6.1 Feedback. Informal feedback, whether written or oral, will be the primary means of communicating contract/task order performance. Sometimes Customer feedback is complaint-oriented, subjective in nature, and may not relate to actual requirements of the contract/task order.

The Government may assess performance in relation to the requirements of the contract/task order.

Quarterly, the COR will provide a Performance Assessment Report (PAR) to the Contracting Officer detailing how the contractor’s performance met or did not meet the requirements of the PWS.

6.2 Acceptance. The COR is required to accept contractor services and determine payments due. At the completion of each contract/task order payment period (usually monthly), he/she will certify the services received under the contract/Task Order.

7. Service Summary

Performance Objective PWS Para Performance Threshold

Provide professional, courteous, responsive customer service and accurate information.

1.9.2

No more than three (3) validated customer complaints or unsatisfactory observations per month. Reviewed monthly by COR(s).

Customer Complaints and unsatisfactory observations shall be addressed with 3 business days of receipt.

Meet all suspenses, requests for information, external taskers, data calls, and required reports within prescribed timelines.

All Suspense met 95% of the time. Reviewed quarterly by COR(s).

Manage personnel security. 1.14.1 and

100% compliance with computer security guidance. Reviewed semiannually by COR(s).

Follow appropriate facility security procedures IAW respective local policies to ensure security violations or compromises do not occur.

1.10.3 – 1.10.7

100% compliance.

Provide quarterly Performance Management Review (PMR) on the contract once per quarter.

4.17.3

PMR product (PowerPoint or PDF) delivered to the government quarterly via stakeholder meeting. PMR product contains 100% of required information with 100% accuracy. Reviewed at time of PMR.

Submit MPR no later than 10 business after end of each month.

4.17.2 MPR product delivered to the Government

with 95% of information at 98% accuracy rate and ability to correct both to 100% within 2 business days.

Verify and submit accurate manpower billable hours reports. Maintain these documents throughout the life of the contract.

4.17.2, 4.17.3

100% on accuracy and on time submission rate per month. Random interval reviews by COR(s).

Track spending rate (aka “burn rate”) of the financial status of the obligated dollars. Ensure no “over burn” on any CLIN and notify COR if any under-burn greater than 5% of any

CLIN

4.17.2 100% accuracy of financial burn rate and proper notification of under burns at least 3 months prior to the end of each PoP to be briefed at quarterly PMR.

Ensure all invoices are properly submitted in WAWF and COR is notified via email when submitted. Also ensure invoices are accurate through DFAS.

4.10.2 COR notified via email 100% of the time

when vendor submits invoices in WAWF.

95% of all invoices are accurately billed.

Reviewed by COR(s) at each submission.

Ensure contract is filled with qualified staff at all times throughout the life of the contract.

4.18 Ensure 90% fill rate of contract staffing to

be briefed at quarterly PMR.

Ensure personnel are trained/certified IAW requirements.

All Ensure all personnel are certified/trained IAW the PWS in their area of responsibility and maintain all required certification(s)/ training(s) for the duration of their employment 90% of the time to be briefed at quarterly PMR.

Inventory, track, and input into GFP module of PIEE all laptops issued to Contractor employees.

3.4.1 Reviewed semiannually by COR(s).

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR 2. CONTRACT NUMBER 3. TYPE OF SERVICES

4. FUNCTIONAL AREA 5. SUSPENSE DATE 6. CONTROL NUMBER

7. DEFICIENCY ☐ MAJOR ☐ MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. CONTRACTING OFFICER REPRESENTATIVE (COR)

TYPED NAME AND GRADE SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

☐ ACCEPTED ☐ REJECTED

12. CLOSE DATE

Corrective Action Report (CAR)-3 pages

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR. A date must be entered for a Major CAR. A date is optional at the discretion of the Contracting Officer Representative (COR) initiating the CAR if the finding is Minor.

Block 6. Each CAR will be tracked with a Control Number. The functional commander/functional director is the Issuing Authority for his/her contract COR generating a CAR. By providing the control number to the COR originating the CAR, the Issuing Authority demonstrates concurrence with the finding. The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three-digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04- 001).

Block 7.

1. Check the block that indicates whether the identified deficiency is assigned as a Major or Minor finding. See Performance Plan, section 6.1.4, for the definitions of Major and Minor findings and associated explanations.

2. Finding: Clearly state the details of the finding followed by a reference to the stated contractual requirement.

The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

3. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

4. When determining how long to give the contractor to respond to the identified finding, the normal is 10 working days. The suspense date should reflect this unless the finding requires a greater amount of time to come to solution. Major findings require a contractor response. Minor findings may require a contractor response at the discretion of the COR initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. A COR initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9. Each annotates the date at the time of signature.

Block 10. Upon review of the contractor’s reply, the originator of the CAR will enter comments regarding acceptance or rejection of the contractor’s response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The COR selects Accept or Reject after reviewing the contractor’s response.

Block 12. The COR enters a close date after advising the Issuing Authority that the contractor’s response is acceptable, and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the contractor and report accordingly in the monthly Certificate of Service (COS) or other applicable contracting officer services report. This routing remains the same if the contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION BUILDING NUMBER INDIVIDUAL PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record COMPLAINANT – 1

Instructions for Customer Complaint Record (CCR)

Complainant – Fill out CCR and provide a copy to each of the following:

A. Contracting Officer Representative B. Contractor C. Contract Administrator/ Contracting Officer/Contract Specialist