HSFE70-17-R-0008_Attachment__10_-_Quality_Assurance_Surveillance_Plan.pdf

HSFE70-17-R-0008 Attachment 10

QUALITY ASSURANCE SURVEILLANCE PLAN

1. PURPOSE. The purpose of the Quality Assurance Surveillance Plan (QASP) is to identify the methods the Government will use to ensure services identified in the Performance Work Statement (PWS) are received. The QASP is designed to provide an effective assessment method for monitoring Contractor performance for each listed standard. The plan focuses on the level of performance required by the SOW not the methodology or process. The focus of the Government is on “insight” not “oversight” and on problem prevention rather than problem identification and corrective actions.

2. INTENT. The Contractor is required to control the quality of services offered for acceptance. When the Government inspects for acceptance, the deliverables should be satisfactory upon the original inspection. The Contractor’s quality control program is the driver for product quality. The role of the Government is to ensure contract standards are achieved by assessing the Contractor’s management and performance.

3. CONTRACTOR’S QUALITY CONTROL. The Contractor shall employ its quality program/procedures to identify, prevent, and ensure non-recurrence of defective services. Through implementation of the Contractor’s quality control program/procedures, the Government shall receive quality services meeting the requirements of this contract.

4. PERFORMANCE ASSESSMENT

4.1. COR. The Government will evaluate the Contractor’s performance by appointing a Contracting Officers Representative (COR) to monitor performance and ensure services are received. The COR will evaluate the Contractor’s performance through various assessment methods, i.e., planned sampling, random sampling, 100% inspection, Contractor’s metrics and quality control date, customer complaints, and trend analysis/audit. The Government reserves the right to change the assessment methods based on Contractor’s performance.

4.1.1. The COR will select tasks for evaluation and assessment. Each task selected will be evaluated and assessed for those performance requirements in the Service Performance Summary (SPS). The attributes of timeliness of work completed, quality of work performed, and documentation will be evaluated and assessed. The tasks will be marked either satisfactory (s) or unsatisfactory (u).

4.1.2. The COR will notify the CO in writing when performance is found to be unacceptable. The CO will identify the nonconformance to the Contractor and require corrective action to the QASP, both to correct the observed nonconformance and more importantly, the root cause of the problem to prevent its reoccurrence.

4.1.3. The COR will notify the CO when performance is found to be acceptable.

When the Contractor’s performance of a required service is consistently superior, the assessment will be reduced to the absolute minimum and should involve no more than occasional review of Contractor’s metrics or other appropriate Contractor quality data. Likewise, when the Contractor’s performance deteriorates the intensity of assessment should be increased appropriately.

4.2. Assessment Methods. Planned sampling, random sampling, project officer review of submitted reports and customer complaint will be used as the primary methods for assessing the services. The COR will evaluate the performance objectives after requirements are completed

4.3. Standard. The Contractor shall perform all work required in a satisfactory manner in accordance with the SPS

4.4. Service Performance Summary - Performance Objectives and Thresholds.

The performance objectives and thresholds are as stated in the (SPS) below:

SERVICE PERFORMANCE SUMMARY MATRICES

Readiness Performance Standards

FEMA Task

Performance Standard Acceptable

Level of Performance

Methodology to Measure

Performance

1. Percentage of qualified personnel with required certification – Project Director/Alternate

Fluent in English, available to COR 24 hours, 7 days a week

100%

COR

Validation

2. Percentage of qualified personnel with required certification – Contractor Field Operations Team

(FOT)

Trained to NIMS standard for intermediate and advanced ICS

90% Audit of Contractor’s personnel roster

3.

Percentage of qualified personnel with required certification – Communication Team

Adequately trained personnel to staff the required Communication Team

100% Audit of Contractor’s personnel roster

Level of

Performance

Methodology to Measure

Performance

4. Percentage of qualified personnel with required certification – Advanced Life Support (ALS) and Basic Life Support (BLS) ground ambulance staff

Contractor has adequately certified and trained ground ambulance personnel to staff up to 70% with ALS and up to 30% with BLS per each zone.

100% Audit of Contractor’s personnel roster

5. Percentage of qualified personnel with required certification – Paratransit staff

Contractor has adequately certified and trained paratransit personnel to staff all required paratransit requirements per each zone.

100% Audit of Contractor’s personnel roster

6. Percentage of qualified personnel with required certification – Critical Care (CC), ALS and BLS medical airlift staff

Contractor has adequately certified and trained medical airlift personnel to staff CC, ALS and BLS requirements per each zone.

100% Audit of Contractor’s personnel roster

7. Percentage of qualified personnel with required certification – Computer Aided Dispatch (CAD) operators

The contractor is required to be knowledgeable on operation of the CAD

90% Audit of Contractor’s personnel roster

8. Develop disaster vehicle identification placard system

Develop disaster vehicle identification placard system within specifications and time constraints

Within 30 days of contract award

System acceptable to

FEMA

9. Percentage of vehicles with Disaster Vehicle Identification Placard System

Disaster vehicle identification placard system in each vehicle

100% Physical inspection

10. Develop a Logistics Operations System plan

Provide a plan for turn-key, all-inclusive base logistics support to include provisions for a self-sustaining initial 72 hour emergency response

Within 30 days of contract award

COR

validation

11. Availability of Logistics Operations System

Provide a turn-key, all-inclusive base logistics support to include provisions for a self-sustaining initial 72 hour emergency response

90% System accepted by Contractor and FEMA

12. Availability of Credential Repository

Maintain current records of all Contractor’s employees, and

100% COR

Level of

Performance

Methodology to Measure

Performance subcontractors of appropriate insurance, certifications, licenses, or training as required by State and local authorities in their State of origin.

13. Availability of CAD System

CAD is operational 90% Audit of Contractor’s personnel roster

14. Develop a Safety Management Plan

Provide a safety management plan as described in the SOW.

Within 30 days of contract award

COR

validation

15. Percentage of acceptable Safety Management Plan inspections

Pass Safety Management Plan inspections

Deployment Performance Standards

Level of

Performance

Methodology to Measure

Performance

16. Operational response within required response time - All Zones, separate deployment – ground ambulances, up to maximum deployment per zone

All ground ambulances on Task Order at check-in site within 24 hrs.

100% FEMA IMT

validation at check-in

17. Operational response within required response time - All Zones, separate deployment – paratransit vehicles, up to maximum deployment per zone

All paratransit assets needed to meet Task Order at check-in site within 24 hrs.

100% FEMA IMT

validation at check-in

18. Operational response within required response time - All Zones, separate deployment – medical airlift, up to max. deployment per zone

All medical airlift assets on Task Order at check-in site within 24 hrs.

100% FEMA IMT

validation or FAA log.

Level of

Performance

Methodology to Measure

Performance

19. Operational response within required response time - All Zones, single deployment – ground ambulances, exceeding max. single zone quantity

1 – 300 ambulances (per Task Order) at check-in site within 24 hrs. 301 – 600 ambulances at check-in site within 48 hrs.

100% FEMA IMT

validation at check-in

20. Operational response within required response time - All Zones, single deployment – paratransit vehicles, exceeding max.

single zone quantity

Enough vehicles to transport 1

– 3,500 people within specified time at check-in site within 24 hrs. Enough vehicles for 3,501

– 7,000 people at check-in site within 48 hrs.

100% FEMA IMT

validation at check-in

21. Operational response within required response time - All Zones, single deployment – medical airlift, exceeding max.

single zone quantity

1 – 25 medical airlifts (per Task Order) at check-in site within 24 hrs. 26 – 50 medical airlifts at check-in site within 48 hrs.

100% FEMA IMT

validation or FAA log.

22. Availability of ground ambulances

Contractor has adequate ground ambulances to provide up to 300 ambulances per Zone (1200 combined).

100% Verification of quantity at check-in

23. Required number of paratransit seats

3,500 seats per Zone (14,000 combined)

No less than 3150 per zone

Verification of quantity at check-in

24. Number of Paratransit seats available in vehicles with wheel chair lifts

Paratransit seats in to 25% of total requested vehicles with wheelchair lifts

No less than 875 per zone

Verification of quantity at check-in

25. Availability of required Ambulance Equipment

Required ALS & BLS equipment for disaster ambulances is on board at check-in site

100% Random checks by

FEMA

26. Availability of Critical Care Ambulances

5% of ALS ambulances outfitted with additional equipment as stated in section

8.3.1 of the PWS.

100% FEMA IMT

validation at check-in

27. Availability of Automated External Defibrillators (AEDs) on BLS ambulances

Contractor ensures all BLS ambulances are equipped with AEDs

100% AEDs purchased or leased

Level of

Performance

Methodology to Measure

Performance

28. Availability of

Contractor FOT stood up within required time period

Establish communication and arrive at check-in within 24 hrs.

100% FEMA IMT/

Field Agent validation

29. Availability of turn-key, all-inclusive operations 24 hr within required time period

Contractor will provide its own 24-hr logistics operations and not rely on FEMA

95% FEMA

IMT/Field Agent validation

30. Availability of Fixed Facility Support within required time period

Contractor supplied expertise consistent with Task Order timing and range of certifications within this contract to perform support services at fixed locations.

100% FEMA IMT

validation

31. Ability to complete Demobilization within specified time parameters

Contractor performs proper demobilization timing and techniques as specified in Task Order.

100% FEMA

IMT/Field Agent validation

32. Availability of Zone Plus Resources

Contractor is able to provide Zone Plus resources as a supplement to Zone, in accordance to the resources listed in 6.1.1. of the PWS

100% FEMA

IMT/Field Agent validation at check-in

Planning and Exercise Performance Standards

Level of

Performance

Methodology to Measure

Performance

33. Percentage of Attendance to Coordination Meetings Contractor attends all FEMA sponsored meetings and/or exercises

100% COR

validation

34. Availability of Planning and Exercise Subject Matter Experts

Contractor shall provide planning subject matter expertise to FEMA, FEMA Regions, and State in accordance with PWS 8.3.5.

90% COR

validation

35. On time delivery of Planning and Exercises Deliverables

All planning and exercises deliverables are delivered to COR within the specified time.

validation

36. Percentage of Customer satisfied with service

Customer satisfaction measured by customer satisfaction surveys

90% Survey Results

Administrative & Reporting Performance Standards

Level of

Performance

Methodology to Measure

Performance

37. On time delivery of administrative reports - Operational Status Report to COR

Every 12 hrs. from Task Order issuance and/or verbal authorization from the CO or upon request, then daily

90% COR

validation & cc to CO

38. On time delivery of administrative reports - Compliance Report to

COR

Within 30 days initially then every 12 months thereafter.

Also, within 24 hrs from Task Order issuance and/or verbal authorization from the CO

100% COR

validation & cc to CO

39. On time delivery of administrative reports - Incident Report to COR

Within 30 days of Task Order completion

100% COR

validation & cc to CO

40. On time delivery of administrative reports - Annual Status Report to

COR

Within 5 business days after end of each contract year

100% COR

validation & cc to CO

41. On time delivery of administrative reports - Subcontracting Report required by DHS FAR 52.219-9 Deviation

Submitted electronically via the electronic Subcontracting Reporting System (eSRS)

100% COR

validation

42. On time delivery of administrative reports - GFP Inventory Report to

COR

Submitted each year 30 days before completion of the period of performance

100% COR

validation -may include inspection of

GFP