Atch_2_-_QASP_Admin_5_-_4May16.pdf

Attachment 2 - QASP

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

Medical Administration (ADMIN 5)

For the

92 MDG

Fairchild AFB, WA 4 May 2016

1. Purpose. This Quality Assurance Surveillance Plan (QASP) has been developed and adheres to Department of Defense (DoD) and Air Force (AF) standards for Performance- Based Services Acquisition (PBSA) requirements. This QASP will be used by the Multifunctional Team in conjunction with the Contracting Officer Representatives (COR) to ensure contractor compliance and progress for meeting mission objectives on the Medical Administrative contract, aka ADMIN 5 contract.

2. Objectives. This QASP is designed to provide the Multifunctional Team (MFT) a vehicle to ensure delivery of services and within cost and on schedule. The QASP will also provide the COR an effective systematic surveillance method for each item listed in the Performance Work Statement (PWS), specifically the key performance objectives identified in the Services Summary.

3. Results. Communication and assessment actions stated in the QASP seek to ensure 92d Medical Group, Fairchild AFB, WA is provided with ADMIN 5 Services that are acceptable, timely, and provided in a manner that will achieve required objectives, cost savings and efficiencies.

3.1. The QASP’s success will be evidenced through goals set by the MFT and strong contractor management of provided services through aggressive quality control and a desire to ensure services outlined in the contract meet and/or exceed the standards applied to them.

4. Multifunctional Team (MFT) Members.

a. Contracting Officer (CO)

b. Contract Specialist (CS)

c. Contracting Officer Representative (COR)

d. Contracting Officer Representative Supervisor

e. Functional Requirements Evaluator Designees (FREDs)

f. Quality Assurance Program Coordinator (QAPC)

g. Small Business Specialist

h. Contractor Point of Contact (POC)

i. Flight Chief, Goods & Services

j. Contracting Commander

k. Advisory Staff

4.1. Roles and Responsibilities of MFT Members. The ADMIN 5 MFT is comprised of individuals and stakeholders who are responsible for the acquisition throughout the life of the requirement. The roles of the team members are identified and described below. (In accordance with MP5346.103, MP5301.602-2, and AFI 63-138, Service Acquisition Management and Oversight, Chapter 6.)

a. CONTRACTING OFFICER (CO):

CO appoints the COR via the COR Designation Memorandum.

Facilitates Multi-Functional Team meetings.

Provides contract specific training to the COR and FRED.

Performs and documents a yearly administrative review of COR online file.

Provides, in conjunction with the QAPC and CS, training requirements IAW applicable regulations

Ensure completeness and approves all COR documents in the Contracting Officer Representative Tracking (CORT) tool used for tracking all Department of Defense (DoD) CORs.

Only the CO may terminate a COR Designation.

b. CONTRACT SPECIALIST:

Provides direct assistance to the Contracting Officer (CO), in all matters pertaining to the administration of the contract.

Ensures all necessary paperwork and authorizations are obtained, documented, and filed.

c. CONTRACTING OFFICER REPRESENTATIVE (COR):

Perform inspection and acceptance for the Government assuring performance/delivery is in accordance with the contract requirements, terms and conditions.

Promptly report to the Contracting Officer, in writing, any performance issues/delays by the contractor.

Inform the Contracting Officer, in writing, of any needed changes to the Performance Work Statement (PWS) or Quality Assurance Surveillance Plan (QASP).

Maintain COR records. Complete all required COR training, both initial and refresher

Identify and track quality assurance surveillance reporting trends.

Provide assessment (evaluation) for the CPAR annual reporting, as required.

Evaluate and document the Contractor’s performance IAW with the PWS and QASP.

Loads individual contract COR surveillance documentation into the Contracting Officer Representative Tracking (CORT) tool.

d. CONTRACTING OFFICER REPRESENTATIVE SUPERVISOR

(MANAGEMENT):

Review and approve (certify) or reject COR nominations in the CORT Tool.

Affirm that the COR will be afforded necessary resources (time, supplies, equipment, opportunity) to perform the designated functions.

Affirm that the prospective COR understand the importance of performance of the designated functions.

Affirm that performance of the designated functions will be addressed as part of the COR's annual performance assessments.

COR supervisors will solicit input on COR performance of their duties from the Contracting Officer.

Ensure CORs obtain training and are nominated in enough time to ensure designation by the CO, prior to contract award.

e. FUNCTIONAL REQUIREMENTS EVALUATOR DESIGNEES (FREDs):

Monitor schedule compliance (days/hours worked)

Inspects on-site work performance

Complete contract specific training as designated by the COR.

Submits monthly surveillance documentation to the COR IAW mandated timelines.

f. QUALITY ASSURANCE PROGRAM COORDINATOR (QAPC):

Assists team members in developing performance objectives and thresholds.

Reviews the PWS and QASP to ensure that they are cohesive and are in compliance with applicable directives.

In conjunction with the CO, provides training to the COR on duties/responsibilities, COR performance, conflicts of interest, unauthorized commitments, ethics and integrity and holds discussion on the Seven Steps to the Services Acquisition Process.

Provides training to the Functional Commander and COR Management (Supervisor).

Is Subject Matter Expert in the Contracting Officer Representative Tracking (CORT) tool used for tracking all Department of Defense (DoD) CORs, COs, required training, reports, and contracts.

g. SMALL BUSINESS SPECIALIST:

Ensures vendors comply with Small Business contracting and subcontracting requirements, as applicable.

h. CONTRACTOR POINT OF CONTACT (POC):

Provide Services

Submit reports/deliverables, as required, in the PWS.

Attend MFT meetings when requested.

Respond to customer complaints.

Ensures satisfactory contract performance.

i. FLIGHT CHIEF, GOODS AND SERVICES:

Provides review at one level above the Contracting Officer, as required.

j. CONTRACTING COMMANDER:

Provides overall direction and program compliance.

k. ADVISORY STAFF:

Provides direct assistance to the 92nd Contracting Commander in all matters as needed to facilitate organizational administration and execution.

5. Management Strategy. The MFT will meet initially to form the milestones of the requirement and as needed thereafter.

6. Services Summary. The Services Summary provides a synopsis of the key performance objectives that relate directly to standards of performance required to meet mission needs for the ADMIN 5 Services. Assigned performance thresholds provide a baseline for the COR to determine whether the contractor has performed satisfactorily. The table provided below details performance objectives and thresholds which are key to the customer being able to achieve mission success. It is imperative that the contractor performs satisfactorily in order to achieve success and through the COR’s performance assessment, ensure the government gets what it pays for.

PERFORMANCE

OBJECTIVE

PWS PARA PERFORMANCE

THRESHOLD

METHOD OF

SURVEILLANCE

Compliance with Scheduling Requirements

1.2.3 No more than 1 valid

complaint per month per FTE

Customer complaint and periodic inspection

Compliance with Duty Hours

1.2.3 No more than 1 valid

complaint per month per FTE

Customer complaint and periodic inspection

Compliance with Training Requirements

4.7, Appendices 0 complaints Customer complaint and periodic inspection

Compliance with Appearance

4.8 No more than 1 valid

complaint per month per FTE

Customer complaint and periodic inspection

Compliance with Documentation

4.2 No more than 1 valid

complaint per month per FTE

Customer complaint and periodic inspection

Compliance with HIPAA Requirements

Appendix C 0 complaints Customer complaint and periodic inspection

Compliance with replacement Staffing

1.2.2 & 1.2.4 Not to exceed three vacancies per year

Customer complaint and periodic inspection

7. Inspections.

7.1. Periodic Inspection. Utilizing periodic inspection of selected areas of work, the COR will ensure that all aspects of contract performance have been validated in order to ensure contract requirements are being met. In addition to areas identified in the PWS, the COR will monitor areas of interest such as Human Trafficking, environmental, in addition to other contract requirements. Those areas found to be unsatisfactory shall be documented through the Customer Feedback Program. All requirements associated with diagnosis and patient care is evaluated by the MDG Peer Review Program. In the event that a discrepancy or issue arises, the Functional Commander will contact the Contracting Officer for actions associated with healthcare provider removal, if necessary.

7.2. Customer Feedback Program.

7.2.1. In addition to the COR’s periodic assessment of ADMIN 5 Services and documentation in the Customer Feedback Program, any base personnel that receive/observe unacceptable services, either incomplete or not performed, should immediately contact the COR, the Chief of Medical Staff, or Contract Administrator by telephone, email, letter, or fax. If found to be valid, the COR will in turn submit a customer complaint to the contractor with copies to all applicable parties. Where applicable, the contractor shall review and take immediate corrective action.

7.2.2. All valid customer complaints shall be addressed and/or re-performed if applicable, as soon as possible after notification, but prior to the next service period. Re-performance however does not eliminate the customer complaint and it still applies against the contractor’s performance threshold.

If the contractor challenges the validity of the complaint and the COR and contractor cannot come to agreement, the customer complaint will be forwarded to the Contracting Officer (CO) for resolution.

Customer complaints will be tracked and if the performance threshold is exceeded, action will be taken by the CO in accordance with the applicable Inspection/Acceptance clause.

7.2.3 If the COR identifies recurring instances of unsatisfactory performance, the COR may request to see the contractor’s internal quality control processes and the COR and MFT shall review it to ensure that the processes they are utilizing are sufficient.

8. Contract Management. This section identifies the use of measurement information to effect positive change in organizational culture, systems, and processes, by helping to set agreed upon goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance in pursuing those goals.

8.1. Market Research. On-going market research is conducted to ensure that ADMIN 5 Service standards and processes, identified in the PWS and contract remain current with commercial standards and industry performance evaluation methods.

8.2. Contracting Officer Representative Tracking (CORT) Tool . The CORT tool is a DoD electronic depository listing all of the CORs, COR Management, and contracting officials’ information associated with contract surveillance. The COR will initiate action to be assigned to a contract by self-nominating themselves as a COR in response to a request for COR Support Memorandum (if applicable), by completing required training, and issuing a nomination memorandum to their supervisor for approval, and self-nomination within the CORT tool. The nomination process includes attaching training certificates required per “Type of Contract” designation made by the Contracting Officer and any applicable refresher training as required (IAW DoDI5000.72).

8.3. Wide Area Work Flow. Certification of services is performed by the COR via the Wide Area Work Flow (WAWF), Invoicing, Receipt, Acceptance, and Property Transfer (iRAPT) system.

CORs are required to take the online course and schedule one-on-one training with 92 CPTS/FMA.

Certificates of training shall be downloaded into the CORT Tool. A declining balance worksheet shall be utilized to track funding on all service contracts.

8.4. COR Records Review. The CO shall perform, with participation of the COR and COR supervisor, a yearly administrative review of the COR's online file during the anniversary month of appointment, or more often, at the discretion of the CO. The CO shall construct and upload a COR File Annual Checklist to the CORT Tool, after the COR is designated. The Checklist shall guide the COR in populating the online COR File, and serve as the basis for the CO to judge the accuracy and completeness of the COR file during each review. Completed records reviews will be scanned by the Contract Specialist and uploaded into the Contract Management file in the CORT Tool for CO approval.

a. Surveillance Files. An inspection file must be developed and maintained by the COR. This folder is typically kept in hard copy, in addition to the CORT documents, but may be maintained in a computer database provided there is adequate back up of the data to preclude accidental loss. The surveillance folder must contain the following sections, but may contain any other sections or information that the COR finds useful:

Section 1. Quality Assurance Surveillance Plan (QASP)

Section 2. Surveillance Documents – The type of information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that may be of value at some later date.

Section 3. Contract – The portions of the contract that apply to the functional area(s) e.g., PWS chapters, directive documents, references, pertinent terms defined by the contract, equipment listings, etc.

Section 4. COR Support/Nomination/Designation and Termination Memorandums, Certificates of Training.

Section 5. Records – A section used for filing all documentation associated with contract quality assurance, e.g., correspondence, CO inputs, customer complaints, Wide Area Work Flow (WAWF) validation of payment.

9. Performance Feedback. Documentation is required to record, evaluate, and report contractor performance. On a quarterly basis, the COR will complete a narrative summary of the ADMIN 5 Services performance utilizing the attached Performance Assessment Checklist, and forward it to the CO.

This information is a tool to provide the Government a snapshot view of their performance, and when applicable, provide information for compiling the annual CPAR. Upon completion, the checklist will be scanned and uploaded into the CORT Contract Management online file.

Performance

Element Description

Quality of Service Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule

Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, and delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business Relations

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the contractor met small/small disadvantaged and woman owned business participation goals.

Management of Key Personnel

Assess the contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key personnel.

9.1. Performance Ratings/Assessment Values. Contractor ratings, corresponding assessment values, and criteria are described below:

Performance Rating

Criteria

Exceptional (Green)

Performance meets contractual requirements and exceeds many of the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good (Green)

Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory (Green)

Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal (Yellow)

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

Unsatisfactory (Red)

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

10. Acquisition of Services Process.

10.1.1. Initial Contract Performance Review. All service acquisitions with a value in excess of $150,000 are required to be reviewed by the appropriate Services Designated Official (SDO) within 30 days of the contractor’s full assumption of contract workload (e.g., transition, phase-in, or similar event).

The purpose of the review is to determine if the contractor successfully completed transition, is fully operational, and is within other performance parameters required by the contract. The Contracting Officer’s review shall be documented, identifying any negative information concerning contract execution and any corrective actions necessary. The Contracting Officer’s assessment will be reviewed/approved by the Services Designated Official (SDO).

10.1.2. Annual Execution Review. All services acquisitions with a value in excess of $150,000 are required to also be reviewed annually by the Contracting Officer and the Services Designated Official.

The review shall be conducted and documented prior to issuing the notification of the Government’s intent to exercise an option to ensure identification of any negative variations in schedule and/or other significant performance measures required by the contract. If significant variations exist, include an explanation of the causes for the variance and an assessment of the contractor’s corrective action plan.

11. Changes. Requests for changes to this QASP shall be submitted in writing to the Contracting Officer.

CONTRACTOR PERFORMANCE ASSESSMENT CHECKLIST

Name: ____________________________________ Date: _______________________ Contracting Officer Representative (COR)

Period of Assessment: ________________________

Contractor: _________________________ Contract No: ____________________________

In accordance with the requirements outlined in the ADMIN 5 Services Quality Assurance Surveillance Plan (QASP), the following areas of assessment are required to be completed.

1. Areas of Assessment.

Quality of Service. Assess the contractor’s conformance to contract requirements, specifications and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule. Assess the timeliness of the contractor against the completion of the contract, tasks, milestones, delivery schedule, and administrative requirements (e.g., efforts that contribute to or effect performance).

Business Relations. Assess the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history of reasonable and cooperative behavior, and customer satisfaction.

Management of Key Personnel. Assess the contractor’s performance in selecting, retaining, supporting, and replacing key personnel, when necessary.

2. Performance Ratings.

Exceptional (Green) – Performance meets contractual requirements and exceeds many to the governments benefit. The contractual performance being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good (Green) - Performance meets contractual requirements and exceeds some to the governments benefit. The contractual performance being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory (Green) - Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal (Yellow) – Performance does not meet some contractual requirements. The contractual performance assessed reflects a serious problem for which the contractor has not yet identified corrective actions.

Unsatisfactory (Red) – Performance does not meet most contractual requirements and recovery is not likely in a timely manner.

*Check applicable blocks.

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Quality of Service

Schedule

Business Relations

Management of Key Personnel

3. Remarks.

Note. Upon receipt of completed form, scan and file in Contracting Officer Representative Tracking (CORT) tool.