D.1 QASP V23 Karl Storz Video Integration Service Support.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

V23 IDIQ Surgical Lights, Booms, Video Integration Support and Service

The contractor shall be evaluated in accordance with the following QASP.

For: VISN 23 VA facilities: Black Hills, Central Iowa-Des Moines, Fargo, Iowa City, Minneapolis, Omaha, Sioux Falls, St. Cloud.

Contract Number: Government Will Enter Upon Contract Award

Contract Description: V23 IDIQ Surgical Lights, Booms, Video Integration Support and Service for VISN 23 facilities.

Contractor’s name: Government Will Enter Upon Contract Award (hereafter referred to as the contractor).

1. PURPOSE

a. This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What shall be monitored?

• How monitoring shall take place?

• Who shall conduct the monitoring?

• How monitoring efforts and results shall be documented?

b. 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 in evaluating performance.

c. This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

a. The following personnel shall oversee and coordinate surveillance activities.

i. Contracting Officer (CO) - 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 contractual relationship. The CO shall also 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.

Assigned Contract Officer Network Contracting Office 23 (NCO 23)

ii. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall 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 Contact information will be provided at award

iii. Other Key Government Personnel. Upon award, the Government will enter a name, if applicable. This may include Performance Monitors, Clinical Quality experts, etc. who act on behalf of the COR to monitor performance.

Other Key Personnel TBD upon contract award

3. CONTRACTOR REPRESENTATIVES

a. The following contractor employee is assigned as the supervisor for this contract.

Assigned Supervisor

b. Other Contractor Personnel

Other Key Personnel

4. PERFORMANCE STANDARDS

a. Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

b. The Performance Requirements are listed below. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

ID Performance Objective Performance Standards

Accept-able

Quality Level

(AQL)

Assessment Incentive/Disincentive

Upgrades, maintenance and technical support

Upgrades, maintenance and technical support is accomplished on the system and software in accordance with this PWS.

100%

Unscheduled requests are addressed; annual and other scheduled maintenance is achieved.

Measured on a monthly basis.

Incentive:

Favorable contractor performance evaluation.

Disincentive:

A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of service.

2 Operational Uptime

Maintain System Solution uptime 98.9%.

98.9%

98.9 availability, measured on a monthly basis.

Uptime = Hard down hours/System open hours.

Incentive:

Favorable contractor performance evaluation.

Disincentive:

A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of service.

3 Response Time

Response times are met in accordance with this PWS.

99%

99% of response times are met.

Measured on a monthly basis.

Response time = First response date/time –

Request date/time.

Incentive:

Favorable contractor performance evaluation.

Disincentive:

A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of service.

ID Performance Objective Performance Standards

Accept-able

Quality Level

(AQL)

Assessment Incentive/Disincentive

4 Reports and Documentation

Reports must be received on time in accordance with the requirements of this PWS.

99%

99% of reports are provided on schedule.

Measured on a monthly basis.

Incentive:

Favorable contractor performance evaluation.

Disincentive:

A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of service.

5. INCENTIVES/DISINCENTIVES

a. The Government shall use favorable contractor performance evaluations as incentives. The Government shall report unfavorable contractor performance as disincentives. Disincentives shall include documentation of any performance issues. If repetitive or consistent the government shall take further corrective action or begin termination procedures.

b. Incentives/disincentives shall be based on exceeding, meeting, or not meeting performance standards.

6. PROCEDURES/METHODS OF QA SURVEILLANCE. Various methods exist to monitor performance.

The COR shall use the surveillance methods listed below in the administration of this QASP.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

b. USER/CUSTOMER COMPLAINTS. Any complaint data is reviewed by the CO/COR – any validated complaints against a contractor will be further investigated.

c. USER SURVEY. (Combines elements of validated user complaints and random sampling.

Random survey is conducted to solicit user satisfaction. May also generate inspections and sampling.)

d. PROGRESS OR STATUS MEETINGS.

e. ANALYSIS OF CONTRACTOR’S PROGRESS REPORTS.

7. RATINGS. Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

a. POSITIVE OUTCOME: No more than three (3) CDR issued due to the failure of the contractor to meet the performance standard during the period of performance.

b. NEUTRAL OUTCOME: Four (4) CDR issued due to the failure of the contractor to meet the performance standard during the period of performance.

c. NEGATIVE OUTCOME: More than four (4) CDR issued due to the failure of the contractor to meet the performance standard during the period of performance.

8. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE. The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE. When unacceptable performance occurs, the COR shall inform the Contracting Officer (CO). This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR and the CO shall document the discussion and place it in their respective file.

c. When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the CO. The CO will in turn review and submit to the contractor's program manager for corrective action.

d. The contractor shall acknowledge receipt of the CDR in writing. The CDR shall specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR shall also state how long after receipt the contractor has to present this corrective action plan to the CO and COR. The Government shall review the contractor's corrective action plan to determine acceptability.

e. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement. During contract performance, the COR will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings. The COR shall meet with the contractor monthly to assess performance and shall provide a written assessment.

Contracting Officer’s Representative (COR) Title: VISN 23 Biomedical Engineer, COR, PPM Phone: Email:

Contractor Program Manager Title:

Phone:

Email:

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)