Erie QASP.pdf
PDF 194 KB Posted
- Attached to
- Erie VAMC - Phone Answering Services
- Solicitation number
- 36C24427Q0002
About this file
This is a Quality Assurance Surveillance Plan (QASP) for a telephone switchboard and telecommunications support contract. The plan establishes performance metrics and compliance requirements to be monitored by the Government throughout contract execution.
The QASP specifies ten performance metrics with required compliance levels, all tied to potential negative CPARS assessments for non-compliance. Key requirements include: incoming calls answered within 5 rings with 90% compliance; 100% compliance for Privacy Act protections of the switchboard; rejection of all collect calls; electronic logging of toll and overseas calls with 90% submission compliance; operators must not disclose patient condition information (100% compliance); all telephone and paging problems must be reported to authorities (100% compliance); quarterly key inventories with the Contracting Officer Representative (COR) at 100% compliance; annual joint government-contractor equipment inventories conducted in October (100% compliance); monthly work schedules provided to the COR and Business Office Manager (100% compliance); and annual operator competency assessments submitted by September 30 (100% compliance). The Government will monitor contractor performance through valid customer complaints, periodic surveillance and review, administrative rounds, random sampling, and telephone switchboard traffic analysis. Non-compliance with performance metrics could result in negative or poor performance ratings in the Contractor Performance Assessment Reporting System (CPARS).
View the file
Other files
| File | Type | Posted |
|---|---|---|
| 36C24427Q0002 Erie Phone Answering Updated.pdf | ||
| 36C24427Q0002 0001 Amendment.pdf | ||
| Historical Data.xlsx | XLSX spreadsheet | |
| 36C24427Q0002 Erie Phone Answering.pdf |
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Text version
Quality Assurance Surveillance Plan (QASP)
Performance Metrics: The performance evaluation of the contract will be based on the performance metrics below.
Performance Monitor Method of
Review Required
Compliance If Compliance not met:
Results
Incoming calls will normally be answered within 5 rings and routed appropriately
10 random checks 90%
Could result in negative or poor CPARS assessment.
The switchboard, which must: be protected under the Privacy Act of 1974, as amended and other applicable law and regulations
No violations are to occur 100%
Could result in negative or
Collect calls are not accepted for any reason 10 random checks 100%
Could result in negative or
All tolls or oversea calls must be entered in the electronic log and submitted to the COR the 1st week of the next month
Government
POC/COR will keep records of all log submissions
90%
Could result in negative or
Operators will not give out information on a patient's condition
No violations reported to the
Privacy Officer 100%
Could result in negative or
Contractor will be required to record and report any/all telephone and paging problems to the proper authorities for repair
Government
POC/COR will keep records of all reports received
100%
Could result in negative or
Contractor shall periodically perform an inventory with the COR all keys assigned to the
Contractor at least once per 3 months and at the
Contract's end date
Government
POC/COR will keep on file the;
quarterly key inventory
100%
Could result in negative or
Contractor &
Government will jointly inventory all government-furnished equipment and the Contractor shall receipt for the equipment each year in October
Copy retained by
Government
POC/COR
100%
Could result in negative or
Contractor shall provide one copy of the monthly work schedule to the
COR at the beginning of each month
Government
POC/COR
and Business
Office
Manager will ensure that work schedule is received monthly
100%
Could result in negative or
Annual competency assessments will be conducted by the
Contractor for each operator and submitted annually by September
Government
POC/COR will keep records on file
100%
Could result in negative or
Additionally, the Government will monitor the Contractor’s performance under this contract using the following methods:
• Valid customer complaints
• Periodic surveillance and review of services
• Administrative rounds
• Random sampling
• Telephone switchboard traffic analysis
File details come from the government source that posted it. Updated .