D.3 Quality Assurance Surveillance Plan.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Snow and Ice Removal. This plan sets forth the procedures and guidelines VA Central Iowa Health Care System (VACIHCS) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and identify required documentation and resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and ensure the government pays only for the level of services received.

1.2 Performance Management Approach

1.2.1 The SOW structures the acquisition around the required service or quality level, as opposed to how the contractor should perform the work. This QASP defines the performance management approach taken by VA-CIHCS to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SOW are achieved.

1.2.2 Performance management focuses on assessing whether outcomes are achieved, not on scrutinizing compliance with processes and practices used to achieve the outcomes. A performance-based approach provides the contractor with flexibility to continuously improve and innovate over the contract course if the expected outcomes are achieved.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s quality control (QC) program.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer (CO)

The CO is responsible for overall contract administration and compliance, including resolving any differences between observations documented by the Contracting Officer's Representative (COR) and the contractor.

2.2 The COR

The COR is designated in writing by the CO to act as their authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or authorize any contractual changes on the government’s behalf.

Any changes the contractor deems may affect contract price, terms, or conditions must be referred to the CO for action.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and Attachment 1, Performance Requirements Summary.

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

To minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are:

• Random Monitoring, which shall be performed by the COR

• Periodic Inspection- Performed as needed by the COR

4.2 Customer Feedback

The contractor shall maintain professional communication with customers to ensure satisfaction. The primary objective of this communication is customer satisfaction. Valid customer complaints must be in writing and forwarded to the COR for investigation.

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in SOW are structured to monitor the performance of the contract.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported.

5.2.1 The COR will retain a copy of all completed QA surveillance forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 The government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels.

6.2 Reporting

6.2.1 At the end of the period of performance, the COR will prepare a written report for the

CO.

6.3 Reviews and Resolution

1.1.1 The COR may require the contractor’s project manager or designated alternate to meet with the COR and other government personnel as deemed necessary to discuss the performance evaluation. The CO will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

• Performance assessment data and trend analysis

• Issues and concerns of both parties

• Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

• Recommendations for improved efficiency and/or effectiveness

6.3.1 The CO must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

6.3.2 The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the procuring CO (PCO) or

ACO.

X Contractor's Signature

X Contracting Officer's Representative Signat...

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

Performance Standards

Acceptable Quality Levels

Methods of

Surveillance

Response Time The Contractor shall mobilize and report within one (1) hour from the time of notification by the Contracting Officer's Representative (COR) or designee

100% Compliance

Check notification time to arrival time document response time longer than 1 hour

Remove Snow and Ice

The Contractor shall remove snow and ice by plowing, blowing, brushing, sweeping, shoveling, or other suitable means not harmful to the traffic surface as necessary to produce and maintain safe passage of pedestrians and vehicles.

100% Compliance

Visual monitoring and document when snow is not removed

Haul Away Snow and ice shall be placed in piles at designated locations specified by the (VA- CIHCS). The Contractor may be asked to haul snow away from VA property.

Customer complaints shall not exceed 2 for each month it snows

Collect customer complaints

Buildup Removal

Excessive buildup of salt and debris which may cause unsafe passage of pedestrians and vehicles shall be removed within one (1) hour from the time the Contractor is notified by the COR or designee.

Customer complaints shall not 2 for each month it snows

Collect customer complaints

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________