QASP HSFELA-09-R-0010.pdf

Federal Emergency Management Agency

Louisiana

HSFELA-09-R-0010

Maintenance, Deactivation, & Hauling & Installing

Quality Assurance Surveillance Plan

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

HSFELA-09-R-0010 2

TABLE OF CONTENTS

I. INTRODUCTION

II. SCOPE

III. PERFORMANCE CRITERIA

A. TIMELINESS (SSPA #1)

B. CUSTOMER SATISFACTION (SSPA #2)

C. QUALITY (SSPA #3)

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I. INTRODUCTION

A. Contractor shall perform according to the requirements in the Performance Work Statement

(PWS). Contractor activity will be monitored by the Contracting Officer’s Technical

Representative (COTR), with assistance from the Technical Monitor and/or other designated staff to ensure full compliance with contract terms and conditions..The contractor’s performance will be evaluated on a quarterly basis. This Quality Assurance Surveillance Plan

(QASP) outlines the procedures that will be used in assessing and measuring the quality of contractor performance.

B. The COTR is responsible for monitoring Contractor performance on a task order basis. The

COTR will provide overall technical management, and monitor contractor performance. The

Technical Monitor (or other designated staff member) will document Contractor’s progress and performance, and inform the COTR immediately regarding any potential problems and recommended courses of action. Problems of a contractual nature (as opposed to technical) must be reported to the Contracting Officer immediately.

C. The method of surveillance will involve monitoring Work Order records, Property Transfer

Reports (PTR), actual receipts of repairs, call logs, contractor maintenance/deactivation logs, hauling & installing logs, and phone or in-person interviews with customers. The contractor shall provide reports to COTR on maintenance performed and deactivations as specified in the PWS.

D. Selected Service Performance Areas (SSPAs) are scored on the basis of achievement under individual task orders. Financial Incentives and Disincentives will not be paid or deducted under this Quality Assurance Surveillance Plan.

E. The Contractor, Technical Monitor (or other designated staff member), and COTR will partner throughout the life of each task order and discuss the quality of performance during weekly meetings (conference calls or face-to-face meetings), or more frequently if necessary.

Performance results will be documented by the Technical Monitor (or other designated staff member). The Contractor and COTR (or other designated staff member) will affix their signatures to indicate agreement.

F. If the Contractor and COTR are unable to reach agreement on the evaluation results, then the matter shall be elevated to the Contracting Officer. The Contracting Officer will consider any discrepancies between the Contractor and the COTR, and issue a final decision. There is no provision for the Contractor to appeal the Contracting Officer's final decision. The original evaluation shall be forwarded to the Contracting Officer for retention in the Official Contract

File, and one copy each shall be provided to the Contractor and the COTR. The evaluation results will only be used internally by the government.

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II. SCOPE

A. The Selected Service Performance Areas (SSPAs) include the following categories:

1. Timeliness

2. Customer Satisfaction

3. Quality

III. PERFORMANCE CRITERIA

A. Timeliness (SSPA #1)

1. Timeliness will be evaluated for Monthly Maintenance, Emergency Maintenance and

Deactivation.

a. Pursuant to the Performance Work Statement (PWS) the contractor shall:

i. Respond and initiate emergency repairs within six (6) hours of receipt of the emergency request with the tools, equipment and supplies, necessary to make repairs.

ii. Pursuant to PWS the contractor shall initiate and complete routine maintenance repairs within forty-eight (48) hours after receipt of the request or monthly scheduled maintenance whichever comes first.

Contractor shall complete routine maintenance items within seventy-two

(72) hours of initial visit.

iii. Pursuant to PWS, the contractor shall initiate and complete routine deactivation requests for manufactured homes (MH) and park models

(PM) within seven (7) calendar days after receipt of the work order.

iv. Units must have deactivation initiated on an emergency basis within six

(6) hours of receipt of Work Order. The work must be completed the same day as the Work Order is issued.

b. Once per quarter following the start of the performance period, the COTR, Technical

Monitor, or other designated staff member will select for evaluation the work orders issued for the prior month in each of the following three areas of performance: (1) monthly maintenance, (2) emergency maintenance and (3) deactivations.

c. The COTR, Technical Monitor, or other designated staff member will receive from the contractor a single Excel spreadsheet of all monthly maintenance, emergency maintenance and deactivation work orders issued during the prior month.

Each row of data shall include, at minimum:

(i) The type of work order issued (emergency maintenance, preventive, routine maintenance and deactivation);

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(ii) The occupant’s name;

(iii) The occupant’s billing address;

(iv) The occupant’s contact telephone number;

(v) The occupant’s Housing Unit bar code;

(vi) A description of the work performed;

(vii) The date and time the work was requested and completed;

(viii) And the status of the work order (if work orders incomplete, state why, what needs to be done, what has been done and who needs to complete the action).

d. A minimum of 5% of the total number of work orders should be randomly sampled every month. If fewer than twenty (25) work orders have been issued in a given month for any one of the three areas, then 100% inspection will be performed instead of random sampling.

f. An Excel spreadsheet of the Customer Satisfaction and Quality Survey results of each occupant randomly selected will be maintained on a monthly basis.

g. The COTR, Technical Monitor, or other designated staff member will randomly select at least a 5% sample of work orders and serviced customers for call-outs. If fewer than twenty (25) work orders have been issued in a given month, then 100% call-outs will be performed instead of random sampling. Using the Customer

Satisfaction Survey, designated staff will contact the customers, ask them to answer the questions on the survey, and thus determine those customers’ levels of customer satisfaction. Scores will be calculated for each survey performed and recorded on the

Excel spreadsheet.

h. The COTR will administer performance surveillance on an on-going, quarterly basis, in order to more frequently update contractors regarding their performance quality levels.

i. For each randomly selected work order, determine whether the monthly maintenance, emergency maintenance, or deactivation was accomplished within the timeframes Maintain a tally of those randomly selected work orders performed in a timely fashion versus those work orders performed in a tardy fashion.

2. This Timeliness performance will be factored within two other percentage sub-scores, one for Customer Satisfaction and one for Quality, to arrive at one Overall Performance percentage score.

B. Customer Satisfaction (SSPA #2)

1. Customer Satisfaction is evaluated for Monthly Maintenance, Emergency Maintenance, and Deactivations.

a. Pursuant to the Performance Work Statement, the contractor shall provide maintenance and deactivations services and activities in a professional manner, incorporating valuable customer service, performance and quality assurance

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measures into the task, to ensure that disaster impacted individuals and households occupying the temporary housing units are treated and served with courteous and timely services.

b. During each calendar month, the COTR, Technical Monitor, or other designated staff member will randomly select a statistically significant sample of the work orders issued in each of the following three areas of performance: (1) monthly maintenance (2) emergency maintenance, and (3) deactivation.

c. The COTR, Technical Monitor, or other designated staff member will designate the randomly selected sample of work orders and the serviced customers, to be called. Using the Customer Satisfaction Survey, designated staff will contact the customers, ask them to answer the questions on the survey, and thus determine those customers’ levels of customer satisfaction. Scores will be calculated for each survey performed and put on an Excel spreadsheet.

C. Quality (SSPA #3)

1. Quality will be evaluated for Monthly Maintenance, Emergency Maintenance, and

Deactivations.

a. The contractor shall ensure that work is performed pursuant to the standards listed in the Performance Work Statement.

b. During each quarter, the COTR, Technical Monitor, or other designated staff member will select a sample of the work orders issued in each of the following three areas of performance: (1) monthly maintenance (2) emergency maintenance, and (3) deactivation.

c. The COTR, Technical Monitor, or other designated staff member will utilize a

Maintenance Quality Survey, to evaluate Emergency and Monthly Maintenance, and a Deactivation Quality Survey, will be used to evaluate Deactivations. Scores will be calculated for each survey performed for each of the randomly selected work orders.

2. The Quality sub-score will be calculated as the average score for all surveys performed.

This Quality percentage sub-score will be averaged as one of the two percentage sub-scores including the sub-score for Customer Satisfaction, to arrive at one Overall

Performance percentage score.