QASP.pdf

Quality Assurance Surveillance Plan NFIP Rating and Policy Forms Services

May 31, 2017

1. INTRODUCTION

This Quality Assurance Surveillance Plan has been developed to evaluate Contractor performance while implementing the Statement of Objectives (SOO). It is designed to provide an effective surveillance method for monitoring and evaluating the Contractor’s performance for the requirements listed in the SOO.

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved. In this contract, the quality control program is the driver for service quality.

The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved after contract award provides the measures needed to lead the Contractor to success. Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a quality program.

2. OBJECTIVE

This plan provides a quality surveillance strategy for the FIMA NFIP Rating and Policy Forms services. The primary intent of the plan is to provide a basis for the Contracting Officer’s Representative (COR) evaluation of performance quality. Oversight of Contractor performance will assure quality performance. The plan will also afford the COR and Contracting Officer (CO) a productive mechanism to preclude major deficiencies in performance, provide input for annual contractor past performance evaluations, and make the determination for exercising of contract options.

3. PERFORMANCE INDICATORS (MEASURES). Surveillance of contractor performance will be performed by the appointed COR and the CO based on the surveillance methodologies identified in the Performance Requirements Summary (PRS). The following primary task areas of the contract will be the basis from which all surveillance will originate:

3.1 Deliverables submitted on or before due dates without reminders from FEMA

3.2 Accurate and complete monthly technical progress narratives

3.3 An accurate and complete assessment of the NFIP’s current flood insurance policy forms and risk rating approach

3.4 Accurate and effective risk rating and policy forms metrics

3.5 An effective and complete draft risk rating technical analysis and protocols

3.6 An effective and complete draft of NFIP policy forms and effective and complete test against newly developed risk rating approach to develop recommendations for policy form upgrades

3.7 An accurate and complete evaluation of the recommended policy forms against market’s appetite for coverage at certain price points

3.8 Effective, accurate and complete final market-tested policy forms and risk rating approach

3.9 Effective, accurate, and complete debrief presentation and all data associated with and resulting from this work effort

4. EVALUATION METHODS

The COR efforts will primarily be based on verification and monitoring of the Contractor’s performance. The Government will use a variety of surveillance methodology and techniques to validate the contractor’s compliance. The COR, assisted by other Government representatives i.e.

Task Monitor, will perform evaluations based on each of the indicators stated in section 3 of this plan. The methods of surveillance listed below shall be used in the administration of this QASP.

5. PERFORMANCE REQUIREMENT SUMMARY

The absence of any contract requirement from the PRS shall not detract from its enforceability or limit the rights or remedies of the government under any other provision of the contract.

FIMA RISK RATING AND CLASSIFICATION SERVICES PERFORMANCE

REQUIREMENTS SUMMARY

Desired Output

Performance Standard

Monitoring Method Incentive Schedule

Deliverables submitted on time

Deliverables submitted on or before due dates without reminders from FEMA

COR monitors due dates and notes when deliverables are submitted/completed

10% invoice deduction in the event the contractor fails to meet this standard for more than one instance during any 30-day period.

Monthly Technical Progress Narrative

Accurate and complete

COR reviews submitted plan for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard

Project Plan Effective, accurate, and complete

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard

Assessment of NFIP’s current flood insurance policy forms

Accurate and complete

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard

Risk rating and policy form metrics

Effective and complete

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard

Draft risk rating technical

Effective and complete

COR &PM reviews model and measures

10% invoice deduction in the event the contractor fails to meet this standard.

analysis and protocols quality against performance standard

Draft of NFIP policy forms and testing

Effective and complete report

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard.

Evaluation of market testing

Accurate and complete

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard.

Final market-tested policy forms and risk rating approach

Effective, accurate and complete report

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard.

Debrief presentation and data

Effective, accurate, and complete plan

COR & PM reviews submitted reports for accuracy, completeness and quality

10% invoice deduction in the event the contractor fails to meet this standard.

Incentive/Disincentives for Meeting/Not Meeting Performance Standards

1. Positive or negative performance will be documented in the contractor performance assessment reporting system/database.

2. Non-compliance to contract standards will be corrected at no cost to the government.

3. The contractor may receive informal or formal acknowledgement for exceptional performance in the form of certificates or letters.

Notification: The contractor shall respond in writing to the CO to all notifications of failure to meet acceptable quality levels within 5 days of issuance by the CO. The contractor’s response shall include the corrective action taken to rectify the problem and the proposed measure to preclude the recurrence of the problem.