Attachment_4_-_QASP.pdf

ATTACHMENT 4

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

MILITARY HEALTH SYSTEM (MHS)

NEXT GENERATION TRI-SERVICE WORKFLOW

SERVICES

Defense Health Agency, Falls Church

1. Purpose

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

2. Background

This QASP is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the objectives included in the Performance Work Statement (PWS) for MHS Next Generation Workflow Services. The intent is to ensure that the contractor performs in accordance with the performance metrics and the Government receives the quality of services called for in the contract.

3. Objectives

This contract requirement is to provide management, engineering and subject matter expertise in the operation and maintenance of the MHS Next Generation Workflow Services. The resulting vehicle will be an Indefinite Delivery, Indefinite Quantity (IDIQ) with Firm Fixed Price line items. This contract is for a base period of 1 year, with 4 option periods. A properly executed QASP will assist the Government in achieving the objectives of this procurement.

This QASP does not detail how the Contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis to ensure that the QASP remains a valid, useful, and enforceable document. However, the Government will coordinate changes with the Contractor.

Copies of the original QASP and revisions will be provided to the Contractor and Government officials implementing surveillance activities.

4. Government Roles and Responsibilities

The following Government personnel are responsible for overseeing and coordinating surveillance activities.

a. Contracting Officer (CO) ‐ The CO is responsible for ensuring performance of all necessary actions for effective contracting, ensuring compliance with the contract terms, and safeguarding the interests of the United States in the contractual relationship. The CO is responsible for ensuring that the Contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned CO: Gina M Walker Organization or Agency: Defense Health Agency, Contract Operations Division (DHA‐

COD)

Telephone: 703‐681‐6571 Email: gina.m.walker2.civ@mail.mil

b. Contracting Officer’s Representative (COR) ‐ The COR is responsible for technical administration of the contract and is responsible for ensuring proper Government surveillance of the Contractor’s performance. The COR is responsible for keeping a quality assurance file and at the conclusion of the contract, or when requested by the CO, providing corresponding documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The Contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned COR: Dr. Matthew Barnes Telephone: (703) 681‐7727 Email: matthew.g.barnes.mil@mail.mil

5. Contractor Representatives

The following employees of the Contractor serve as the Contractor’s Program Manager and Task Manager for this contract.

A. Program Manager – Telephone:

Email

6. Performance Standards

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix below includes performance standards. The Government will use these standards to determine Contractor performance and will compare Contractor performance to the Acceptable Quality Level (AQL).

mailto:gina.m.walker2.civ@mail.mil mailto:matthew.g.barnes.mil@mail.mil

REQUIRED

SERVICE

STANDAR

D

PERFORMANC

E OBJECTIVE

METHOD OF

SURVEILLAN

CE

REMEDIES

Deliverables are in the proper format and are technically accurate with no repeat flaws

IAW PWS

Paragraph 5.1.2

Meet professional standards and be compliant with Government regulations, policy, i.e.

AFI’s; Be in the required format as identified in the tasking 98% of the time.

Professional standards should be maintained at all times. Any more than two instances of unprofessional behavior in a year’s time or deviation from standards will result in an Unsatisfactory rating on

CPARS.

COR will be unable to accept invoices without acceptance of deliverables.

Documentation in

CPARS.

Prepare Monthly Status Reports

IAW PWS

Paragraph 5.1.2

Provide feedback on effectiveness of the developed processes 90% of the time. The document needs to written in an excel spreadsheet broken down following the guidance in Paragraph 5.1.2.

100% monthly inspection. If the monthly status report is late it will reflect negatively on CPARS. With no more than 2 rewrites.

More than 2 rewrites will reflect on the CPARS as a Satisfactory and 5 or more rewrites will be an Unsatisfactory rating..

Documentation in CPARS. Invoices may be rejected.

Prepare Trip Reports

IAW PWS

Paragraph 5.5.5

Provide report within 5 business days of trip return. Trip report will be excepted early but any late reports will reflect negatively upon the vendor.

COR

maintains log.

More than 2 late reports are considered a Satisfactory rating , 3 or more late reports will result in an unsatisfactory on the

CPARS.

Documentation in CPARS. Invoices may be rejected.

End User Communication logs

IAW PWS

5.1.6.1

Complete the end user communication tools log quarterly. Log should be clear and legible and in a format approved by the COR.

COR Maintains log. More than one late quarterly report will reflect negatively on the CPARS.

with no more than 2 rewrites.

More than 2 rewrites will reflect on the CPARS as a Satisfactory and 5 or more rewrites will be an Unsatisfactory rating.

Documentation in CPARS. Invoices may be rejected.

Completion of workflow metrics

IAW PWS

5.1.6.1

Complete useable Metrics within 30 days of beta testing, pilot testing, and implementation. Metrics should include method for collection.

COR Maintains log. One late metrics report will be considered satisfactory on CPARS more than one late report will result in an Unsatisfactory rating in CPARS. With no more than 2 rewrites. More than 2 rewrites will reflect on the CPARS as a Satisfactory and 5 or more rewrites will be an Unsatisfactory rating.

Documentation in CPARS. Invoices may be rejected.

7. Incentives

The Government will use past performance as incentives. Incentives will be based on exceeding, meeting, or not meeting performance standards.

8. Methods of QA Surveillance

Various methods exist to monitor performance. The COR will use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR will contact the Contractor's task manager or on‐site representative when a defect is identified and inform the manager of the specifics of the problem. The COR will be responsible for monitoring the Contractor’s performance in meeting a specific performance standard/AQL.

a. DIRECT OBSERVATION. Performed periodically or through 100% surveillance as needed.

b. PERIODIC INSPECTION. Done as required.

c. VALIDATED USER/CUSTOMER COMPLAINTS. Based in complaints from leadership and division directors.

d. 100% INSPECTION. Surveillance results may be used as the basis for actions (to include payment deductions) against the

Contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the CO’s actions.

9. Rating

a. Reserved

10. Documenting Performance

a. Acceptable Performance

The Government will document positive performance. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, incentive fee payments, or other actions.

b. Unacceptable Performance

When unacceptable performance occurs, the COR will inform the Contractor. This notification will normally be in writing unless circumstances necessitate verbal communication. In any case the COR will document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR will prepare a Contract Discrepancy Report (CDR), and present it to the Contractor's task manager or on‐site representative. A CDR template is attached to this QASP.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the COR. The Government will review the Contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, incentive fee non‐payment, or other actions deemed necessary by the CO.

11. Frequency of Measurement

a. Frequency of Measurement.

During contract/order performance, the COR will take periodic measurements, quarterly as specified in the AQL column of the Performance Standards Summary Matrix, and analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR will meet with the Contractor Quarterly to assess performance and provide a written assessment.

Prepared by: TBD

TBD Date

PERFORMANCE REPORT

< This template will be used to formally document surveillance. >

1. CONTRACT NUMBER:

2. Prepared by:

3. Date and time of observation:

4. Observation:

Prepared by:

Signature –Contracting Officer’s Representative Date

<Examples of items to include in a report are:

Method of surveillance.

How frequently you conducted surveillance.

Surveillance results.

Number of observations.>

CONTRACT DISCREPANCY REPORT (CDR)

< This template will be used to formally document discrepancies. >

1. Contract Number:

2. TO: (Contractor Task Manager or on‐site representative) <insert name>

3. FROM:

4. Date and time observed discrepancy:

5. DISCREPANCY OR PROBLEM:

<Describe in detail. Identify any attachments.>

5. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this CDR. >

Prepared by:

Signature –Contracting Officer’s Representative Date

Received by:

Signature ‐ Contractor Task Manager or on‐site representative Date

< The COR may initiate a CDR at any time, including whenever the number of monthly recorded defects for a performance standard exceeds the allowable number of defects; anytime unacceptable performance is determined critical in nature and requires formal corrective action; and whenever an unfavorable trend is detected in Contractor performance.>