QASP_-_Ambulance_and_Patient_Transport_(QAPC_Review)_Rev_2.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

Ambulance and Patient Transport

2 May 2018

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the details associated with a continuous oversight process, to include:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its own quality control plan. The QASP provides the structure for the Government’s surveillance of the contractor’s performance to ensure that it meet contract standards. It is the Government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

Copies of the QASP and any revisions shall be provided to the Contracting Officer's Representative (COR) to facilitate implementation of surveillance activities. In addition, the QASP should recognize and accommodate unforeseen or uncontrollable circumstances which might occur that are outside the control of the contractor.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities:

a. Contracting Officer (CO): CO duties are detailed in FAR subpart 1.602-2. The CO is the only Government agent authorized to issue or modifies task orders; therefore, the CO is the only person authorized to contractually obligate the Government. The CO is also the individual who will sign any notifications to Contractors regarding performance issues and accepts Government surveillance methods utilized on this task order. The CO approves/appoints all CORs assigned by the Functional Services Manager .Director/Functional/Commander.

b. Quality Assurance Program Coordinator (QAPC): The QAPC assists the CO and COR in managing the overall

QA program and assists customers in developing and adhering to contract-specific QASPs.

c. Functional Services Manager Director (FSM)D)/Functional Commander (FC): The F S M FC/FD identifies mission essential services, reviews contract performance documentation, by the COR, on a regular basis to ensure performance is compatible with contract mission objectives and nominates COR(s) for contract oversight. The FSMC/FD receives contract specific training by the QAPC/CO.

d. Contracting Officer Representative (COR): The COR is ultimately responsible for implementing all QA matters and procedures. COR(s) should be at a level where other duties don't prevent proper oversight of Contractor performance. The COR must maintain both technical competency and evaluation proficiency in Contractor surveillance procedures. The COR must also have enough knowledge of Contractor activities to properly review and disposition monthly invoices. The COR cannot assume duties until assigned by the requiring agency (FC/FD), completed COR required training (CO/QAPC and CO led training), and appointed by the CO.

e. Project Manager (PM): The contractor's Project Manager is responsible for the overall execution and management of the contractor's performance so that the terms and conditions of the task order are met. This individual will serve as the focal point for the CA/CO and/or PM assigned to the contract and may interface with the customer, as needed.

f. Medical Logistics Flight Commander: The Medical Logistics Flight Commander operates on behalf of the MTF and is responsible for organizing, managing, and maintaining the daily operations of the Medical Logistics staff, local customers, and all qualifying Active Duty beneficiaries.

g. Senior Level Contract Specialist: The Senior Level Contract Specialist provides acquisition support for the Medical Logistics Flight (Warfighter Eye Center) located at Malcolm Grow Medical Clinic, which supports the National Capital Region to include refe1rnls from outside agencies.

3. PERFORMANCE REQUIREMENTS AND ASSESSMENTS

The tools used to evaluate contractors and contract are regulations, monthly surveillance forms and following the terms of the contract.

3.1 Management Approach. Validation of objectives will be evaluated monthly through daily and weekly observations by the COR and FRED.

3.2 Contract Surveillance

The goal is to ensure contractor performance is effectively monitored and documented. The COR’s contribution is a professional, non-adversarial relationships with the CO, PM and the contractor, which enable positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. Additionally, this QASP is based on the premise that the contractor, not the Government, is responsible for management and Quality Control/Quality Assurance actions successfully meet the terms of the contract. Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.

The Services Summary listed in the Performance Work Statement includes both performance objectives and performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Performance Thresholds which represent the Acceptable Quality Levels (AQLs).

The Services Summary outlines the performance objectives that must be performed and standards that met by the contractor and details the method of surveillance the COR will use to validate and inspect these performance elements.

Inspection of each element will be documented in the COR/Quality Assurance file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance.

Performance Objectives PWS Section Performance Threshold Method of

Surveillance

Response Timesnd to emergencies 2.1

Meet criteria for transport time 95% of the time. Maximum time between initial requests to arrival for ALS/CC is 45 minutes. Maximum time between initial request to arrival for BLS patients is 90 Minutes.

Daily

Prepare Rrun sheets 3.1.1 Deliver to the accepting facility at time of arrival. Meet criteria for transport report 95% of the time. Daily

4. PERFORMANCE REPORTING

4.1 Performance Assessment Report (PAR): Routine surveillance will be documented on a Performance Assessment Report. All performance will be measured and noted on the PAR. The contractor will initial the PAR to document acknowledgement of the inspection conducted. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

4.2 Corrective Action Report (CAR): CAR provides written notification from the Government to the contractor of significant performance discrepancies. The Primary COR will recommend to the CA/CO that a CAR is issued when previous notifications failed to result in corrective actions or when severe deficiencies exist. If a CAR is deemed necessary, the primary COR will fill out the CAR. The draft CAR will be routed NLT ten (10) duty days after the event to the CO for review and signature, as the CO is the only person who has authority to issue a CAR to the contractor.

To satisfactorily close-out a CAR, the following criteria must be met: the contractor must meet the suspense; the corrective action must have already begun; and the contractor's actions must correct the deficiency and if applicable, be within specified standards.

If the corrective action is deemed UNSATISFACTORY by the FD and COR, annotate the CAR accordingly and forward it to the CO with a brief explanation, including an estimate of the Government's loss due to the deficient performance. The estimate may account for loss or destruction of property, supplies, or equipment, and hours lost to re-perform the task. If the task cannot be re-performed, indicate the number of hours it ordinarily would have taken to do the task.

The COR will maintain a non-conformance log documenting all First and Second Notices and CARs. The log will include the date sent to the contractor, issue, due date for response and actual response date. If a detailed response is required, include a link to the response and include the response in the applicable COR folder tab.

4.3 Non-conformances and Deficiencies: Surveillance results that fall below contractual standards shall be identified as non-conformances or deficiencies. The COR will notify the contactor and document all non-conformances referencing the specific PWS requirement that the contractor did not meet, document the name of the individual contacted, and date and time of notification. If the contractor fails to take corrective actions within 48 hours, the COR will notify the CO and QAPC for further actions.

4.4 Types of Non-conformance

a. Minor Non-conformance: A minor non-conformance is a non-conformance, which by itself does not adversely impact mission, safety of personnel and/or equipment, performance (quality), schedule (delivery), or cost. A minor non-conformance normally does not increase risk to the Government.

b. Major Non-conformance: A major non-conformance is a non-conformance that adversely impacts mission, safety of personnel and/or equipment, performance (quality), schedule (delivery), or cost. A major non-conformance also increases risk to the Government. An example of increasing risk would be significant number of reoccurring non-conformances, which indicates inadequate preventive measures or actions, thus lowering the Government's confidence that quality services will be provided on time and at cost.

4.5 Non-conformance Notification: If a deficiency is found during inspection of the contractor's performance, the COR will determine the type of notification based on the category of the non-conformance and pursue non-conformance resolution.

NON-CONFORMANCE NOTIFICATIONS

Non-conformance Category Notification Type

Minor Step 1: First Notice Step Step 2: Second Notice

Major Corrective Action Report (CAR)

4.6 First or Second Notices: First and Second Notices provide written notification from the Government to the contractor of minor non-conformances. Initial minor non-conformances should be addressed with a First Notice to the applicable contractor representative. The COR will notify both the CA/CO and the QAPC of the issue, and prepare the notice for CO signature. The COR will provide a final, signed copy to the CA/CO. The CO will provide first and second notices to the contractor with a suspense date for the contractors reply. If the contractor fails to respond by the specified due date, the COR will notify the CO for action and annotate the Contractor's non-responsiveness in the quarterly Performance Assessment Report (PAR) (see Attachment 3). If the contractor fails to resolve the issue as documented in the Notice, the COR shall elevate the issue to the next level (Second Notice or CAR).

Corrective/preventive actions initiated and/or completed by the contractor will be verified by CORs on the scheduled inspection and documented accordingly.

4.7 Contractor’s Performance Assessment Report (CPAR)

CPARS is a Department of Defense (DOD) Enterprise Solution for collection of Contractor Past Performance Information (PPI) as required by the Federal Acquisition Regulation (FAR). CPARS is a web-enabled application that collects and manages a library of automated Contractor report01t cards. An annual CPAR will be written on the contract. The Program Manager on the IDIQ contracts will be designated as the Assessing Official Representative in CPARS; the written assessment in CPARS will begin annually from the start date of the contract and forwarded to the Contract Manager within 60 days of the contract start date anniversary. The COR will provide the PM objective evidence from previous quarterly PARS, monthly Services Summary, inspection logs, notices, CARS, and correspondence letters for CPARs assessment. A CPARS quality checklist is available at the following link:

http://www. cpars.csd.disa.mil/ cparsfiles/pdfs/CP ARSQualityChecklist.pdf.

http://www/

Performance Rating Criteria

Exceptional Performance meets contractual requirements and exceeds many to the Government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the Government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

4.8 COR FILE DOCUMENTATION: The following will be uploaded in CORT Tool:

• Certificates -o QAPC Led and CO Led Training o DAU Training

CLC 106, COR with a Mission Focus (Type A) or CLC 222 Contracting Officer Representative Course(Type B/C) CLC 046, Green Procurement CLM 003, Ethics for Acquisition Technology and Logistics (Initial)

Annual Ethics Training https://aetc.adls.af.mil/ DoD Combating Trafficking in Persons (CTIP) General Awareness Course DOD 002, Combating Human Trafficking Wide Area Workflow

• Nomination , Designation and Termination COR Letters

• Certificate of Supervisor Training

• Surveillance Documentation o Performance Assessment Report (PAR) o Corrective Action Report (CAR)

• MFT Meeting Minutes

• Any other documentation generated in performance of COR duties

• Copies of applicable modification(s)

• Invoice documentation (WAWF)

• Data submittals (CDRLs)

• EMS Training Certificates of Contractor Personnel

• Monthly Status Reports (if applicable)

• COR Refresher Training (Every Three Years)

IAW PGI 222.1703 – The COR will ensure that the contractor is in compliance with FAR clause 52.222-50 - Combating Trafficking in Persons.

4.9 COR Monthly Report: COR shall submit a monthly summary assessment report to the CO and the FC no later than the first week (5 business days) of the month following the following the assessed month. The report shall identify the number of assessments scheduled and conducted, the number of unacceptable performances observed, the number of corrective action reports issued, and number of valid complaints, any significant contractor performance discrepancies, and a rating of the contractor’s overall performance. The report shall be signed and dated by the COR and FC and uploaded into CORT Tool. The CO on the 6th business day will verify the monthly report is in CORT Tool.

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CUSTOMER AND CONTRACTING OFFICE SIGNATURE PAGE

1st Ind, 11 MDSS/SGSM

Medical Logistics Flight

2nd Ind, 11 CONS/LGCBB

Contract Administrator

3rd Ind, 11 CONS/LGCBB

Contracting Officer

4th Ind, 11 CONS/LGP

Quality Assurance Program Coordinator

PERFORMANCE ASSESSMENT REPORT (PAR)

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

1. CONTRACT/TASK

ORDER NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. CONTRACTING OFFICER'S REP (COR) SIGNATURE AND DATE

5. COR PHONE

6. SUSPENSE

DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM

REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF

DEFICIENCY BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE

CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED

COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE

OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

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