Attachment 8 QASP.pdf

Attachment 8

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Commander, Navy Installations Command

Fleet and Family Support Programs

Global Staffing and Webinar Services Requirement

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

CNIC FFSP Global Staffing Services

1. INTRODUCTION

The purpose of this contract is to (1) provide for contract personnel to augment existing Fleet and

Family Support Programs (FFSP) and personnel; and (2) to provide FFSP with webinar hosting, production and facilitation services through a learning management system. This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement

(PWS) of this contract. This plan sets forth the procedures and guidelines Commander, Navy

Installation Command, Fleet and Family Support Programs (CNIC FFSP) will use in ensuring the required performance standards or services levels are achieved by the contractor.

2. PURPOSE

2.1 The purpose of the QASP is to describe the methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the NAFI pays only for the level of services received.

2.2 This QASP defines the roles and responsibilities of the members of the NAFI’s team, identifies performance objectives and performance standards, describes the methods used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

3. ROLES AND RESPONSIBILITIES

3.1 Contracting Officer

The contracting officer (KO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the contracting officer's representative (COR), FFSP Technical Assistants (TA) and the contractor. The KO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical assistants depends on the number of FFSP service sites involved.

3.2 Contracting Officer’s Representative (COR)

The contracting officer’s representative (COR) is designated in writing by the KO to act as his or her authorized representative to assist in administering the contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. The COR or TA will have the responsibility for completing any QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. The NAFI’s surveillance may occur under the inspection of services clause for any service relating to the contract.

3.3 The Technical Assistant (TA)

The Technical Assistant (TA) is an individual designated in writing to monitor and review contractor compliance with contract. The Technical Assistant’s limitations of authority are contained in a written letter of designation.

4. REQUIRED PERFORMANCE OBJECTIVES AND STANDARDS

The required performance objectives and performance standards are included in the PWS and in Attachment

A to this QASP, “Performance Requirements Summary.” Performance standards are assessed using the performance monitoring techniques expressed in the PWS and shown in Attachment 1.

5. METHODS TO MONITOR PERFORMANCE

5.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the NAFI to evaluate contractor performance when appropriate. Government representatives will monitor performance to determine how the contractor is performing against communicated performance objectives. The government will notify the contractor of any decisions based on performance measurement metric data and the contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

5.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers (CNIC HQ, Regional Program Managers, FFSP Site Directors/Technical Assistants, etc.).

The primary objective of this communication is customer satisfaction. Customer satisfaction is a significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints (see Attachment 6 to the requirement, Customer Complaint Form).

The contractor is expected to be customer focused, initially and internally addressing customer complaints and investigating issues and/or problems; however, the customer always has the option to communicate complaints to the COR, as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

6. QUALITY ASSURANCE DOCUMENTATION

The COR will retain a copy of all completed QA surveillance forms. The COR will maintain a complete

QA file, containing all reports, evaluations, recommendations, and any actions related to the government’s performance of the quality assurance function. All such records shall be maintained for the life of the contract. The COR shall forward these records to the KO at termination or completion of the contract.

7. ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

7.1 Determining Performance

Government shall use the monitoring methods cited to determine whether the performance standards have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to meet the minimum requirements.

7.2 Reporting

At the end of each quarter (three month period), the COR will prepare a written report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which will include the contractor’s submitted quarterly status reports, will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards.

7.3 Reviews and Resolution

The COR may require the contractor’s project manager, or a designated alternate, to meet with the TA and other government personnel as deemed necessary to discuss performance evaluation. The COR may conduct in-depth reviews with the contractor, including appropriate self-assessments by the contractor. The contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

➢ Performance assessment data

➢ Issues and concerns of both parties

➢ Projected outlook for upcoming months and progress report, including a corrective action plan analysis

➢ Recommendations for improved efficiency and/or effectiveness

7.3.1 The COR will coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

7.3.2 The COR, TA, and contractor should jointly formulate tactical and long-term courses of action.

Decisions regarding changes to performance standards shall be clearly documented and will be incorporated as a contract modification at the convenience of the KO.

8. Key Personnel for the NAFI:

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (KO):

Assigned KO: Christopher Tullos

Organization or Agency: CNIC N945

Telephone: 901-305-0589

Email: Christopher.l.tullos.naf@us.navy.mil

b. Contracting Officer’s Representative (COR):

Assigned COR: To be assigned after contract award mailto:Christopher.l.tullos.naf@us.navy.mil

c. Other Key NAFI Personnel

Assigned ACOR: To be assigned after contract award

9. CONTRACTOR’S REPRESENTATIVES:

The following employees of the contractor serve as the contractor’s representatives for this contract.

a. Program Manager – TBD after award

Telephone:

Email:

b. Alternate Program/Contract Manager – TBD after award

c. Other Contractor Personnel – TBD after award

Title:

Contracting Officer Representative

Contractor’s Representative

Approval/Disapproval

Procuring Contracting Officer

Enclosures:

Performance Requirement Summary

ATTACHMENT A: PERFORMANCE REQUIREMENTS SUMMARY

Performance Requirements Summary

SERVICE PWS PARAGRAPH

NUMBER

STANDARD ACCEPTABLE

QUALITY LEVEL

SURVEILLANCE

METHOD

Work and Family Life Services

Outreach and Liaison

4.1.2 Provide aggressive

outreach and liaison regarding Work and

Family Life Services to command executive staffs, designated command representatives, military and family member

85% Customer feedback

Work and Family Life Services

Customer Satisfaction

4.2 Aggregate customer

feedback on applicable standardized FFSP

Customer Surveys at

90% or higher

90% Bi-annual review

Work and Family Life Services

Output Data

4.2.1.12; 4.2.2.10;

4.2.4.2; 4.2.5.5;

4.2.6.7; 4.2.7.8;

4.2.8.12; 4.2.9.5;

4.2.10.5; 4.2.11.7;

4.2.14.10

Information and referral, one-on-one consultation and group services provided are captured in FFSMIS within 2 business days with 95% accuracy.

95% Periodic inspection

Bi-annual review of

FFSMIS service delivery output data

Work and Family Life Services

Staff Utilization

4.2.1.13; 4.2.2.11;

4.2.4.3; 4.2.5.6;

4.2.6.8; 4.2.7.9;

4.2.8.13; 4.2.9.6;

4.2.10.6; 4.2.11.8;

4.2.14.11

Direct service utilization for personnel delivering

Work and Family Life services meets the established standard of

60% or greater

85% Bi-annual review of

Centralized Scheduling

Utilization Metrics

Deployment and Mobilization

Support Compliance

4.2.1 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE-MLSE 4, N-

MIL-MLSE 9, and N-

MIL-MLSE 10

100% Annual review

Provide pre-deployment, mid-deployment, return and reunion, and post-deployment briefs/workshops

4.2.1.1(a) through

4.2.1.13

At least 85 percent of deploying commands receive a full complement of deployment and mobilization services.

85% Bi-annual review of

FFSMIS deployment and mobilization service delivery output data

Deployment Support for

Command Family Readiness

Groups

4.2.1.8 Provide deployment

and military children information to school staffs and briefs/workshops

Command Family

Readiness Groups, within 5 days of request.

85% Random sampling

Bi-annual Review of

FFSMIS service delivery output data

Pre- and Post-Deployment

SAPR Training

4.2.1.11 Provide pre- and post-

deployment SAPR training, using standardized Navy curricula, when not provided by SAPR personnel

100% Periodic inspection

Bi-annual review of

FFSMIS service delivery output data

Individual Deployment Support

(IDS) Compliance

4.2.2 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, and N-

MIL-MLSE-MLSE 4,

N-MIL-MLSE 9, and

N-MIL-MLSE 10

100% Annual review

Case Management Services for

Individual Augmentees and their family members

4.2.2.1 through

4.2.2.11

Provide outreach calls, assessment of family needs, case management or contact as requested by the family, and linkage of affected individuals with appropriate military and civilian support organizations

85% Bi-annual review of

FFSMIS IA service delivery output data

Annual review of

NFAAS case management data

Address IDS system lapses and provide leadership feedback

4.2.2.5 & 4.2.2.6 Within 3 business days of identification, address system lapses and provide leadership information on family needs, system lapses and response times

95% Customer feedback

Random sampling

Regional Individual

Deployment Support

Coordination

4.2.3 Monitor files of IA

families in area of responsibility and assign them to

Individual Deployment

Specialist (IDS) within

1 business day.

85% Periodic inspection

Customer feedback

Repatriation Compliance 4.2.4 Compliance with Navy

Certification Standards

N-MIL-EFA 3, N-

100% Annual review

MIL-MLSE 2, N-MIL-

MLSE 10

Safe Haven Point of Contact

(POC) services to Repatriated

Families

4.2.4.1 Provide a range of

support services to repatriated families when designated as their safe haven POC

85% Bi-annual review of

FFSMIS repatriation service delivery output data

Ombudsman Training and

Support Compliance

4.2.5 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 9, N-MIL-

MLSE 10, and N-MIL-

MLSE 11

100% Annual review

Ombudsman Training 4.2.5.1 & 4.2.5.2 Coordinate and offer/conduct basic and advanced Ombudsman training to best meet customers’ needs;

ensure all newly appointed Ombudsmen are trained by certified

OBT trainers within six weeks of appointment

85% Periodic inspection

Customer feedback

Bi-annual review of

FFSMIS Ombudsmen service delivery output data

Ombudsmen Roster

Maintenance

4.2.5.3 Maintain a current, complete roster of local

Ombudsmen, including

Naval Reserve

Ombudsmen

95% Periodic inspection

Ombudsman Support 4.2.5.4 Provide timely support to Ombudsmen, assemblies and commands

85% Customer feedback

Relocation Assistance

Compliance

4.2.6 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 3, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

100% Annual review

Individual and Group

Relocation Assistance to

Commands, Schools, Military and Family Members

4.2.6.2 through 4.2.6.5 A full complement of individual and group relocation assistance services are provided to military and family members including children.

85% Bi-annual review of

FFSMIS relocation assistance service delivery output data

Maintain Electronic Installation

Relocation Assistance data

4.2.6.1 DoD MI and PMM

databases are updated quarterly and

95% Bi-annual review of

DoD relocation assistance databases maintained with 95% accuracy

Needs Assessment for

Relocating Military Children

4.2.6.6 Provide regular liaison

with the School Liaison

Officer and Child and

Youth Personnel to identify and address the needs of relocating military children.

85% Periodic inspection

Customer feedback

Life Skills Education

Compliance

4.2.7 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 8, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

100% Annual review

Life Skills Education Topics and Content

4.2.7.1 through 4.2.7.4 Life skills education services are provided to military and family members in at least 5 of the 7 seven core content areas;

incorporating operational stress control information whenever practical and feasible.

100% Bi-annual review of

FFSMIS life skills education service delivery output data

Transition Assistance

Compliance

4.2.8 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 5 through N-

MIL-MLSE 10

100% Annual review

Transition Assistance Services 4.2.8.1 through 4.2.8.9 Provide a full complement of individual and group transition assistance services to military and family members.

85% Bi-annual review of

FFSMIS transition assistance service delivery output

Annual review of

DMDC TACL data

Leadership Awareness of

Transition Related Legislative

Requirements

4.2.8.9 Provide training to

command/unit leaders on TAP requirements detailed in the Vow to

Hire Heroes Act of

2011 and the Veteran’s

Employment Initiative

Task Force

Requirements

85% Customer feedback

Job Fairs and Employment

Expositions

4.2.8.7 and 4.2.9.4 Promote and/or facilitate area job fairs

100% Annual review of

FFSMIS transition and employment expositions with local, state and/or federal agencies annually assistance and family employment readiness service delivery output data

Family Employment Readiness

Compliance

4.2.9 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 7, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

100% Annual review

Family Employment Services 4.2.9.1 Provide a full complement of individual and group employment services to military family members

85% Bi-annual review of

FFSMIS family employment service delivery output data

Personal Financial Management

Compliance

4.2.10 and 4.2.11 Compliance with Navy

Certification Standards

N-MIL-FR 1 through

N-MIL-FR 7

100% Annual review

Basic Education and Training

Services

4.2.10.1 and 4.2.10.2 Provide a full complement of financial education group programs for military and family members, including teens and children.

85% Bi-annual review of

FFSMIS personal financial management service delivery output data

Command Financial Specialist

(CFS) training and assistance

4.2.10.3 and 4.2.10.4 Provide initial and refresher CFS training;

provide assistance to

CFS

85% Customer feedback

Bi-annual review of

FFSMIS personal financial management service delivery output

Individualized Counseling, Planning, Evaluation, Analysis and Management

4.2.11.1; 4.2.11.2;

4.2.11.3; 4.2.11.5;

4.2.11.6

Provide and document individualized financial counseling services;

identify and correct record keeping deficiencies IAW HQ and regional QA protocols

90% Customer feedback

Bi-annual review of

FFSMIS personal financial management service delivery output

Curriculum Development 4.2.11.4 Plan/organize/develop new curriculum when not otherwise available

95% Customer feedback

Emergency Preparedness and

Response Compliance

4.2.13 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

Emergency Preparedness and

Response

4.2.13.1 through

4.2.13.4

Maintain flexible hours, not to exceed 40 hours per week, during times of emergency response

100% Annual review

Emergency Case Management

Support Compliance

4.2.14 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

100% Annual review

Case Management for Affected

Personnel and Family Members

4.2.14.1 through

4.2.14.7

Provide regular family status updates through

NFAAS and other appropriate databases with 98% accuracy

98% Quarterly QA review of relevant databases

Links with Military and Civilian

Support Organizations

4.2.14.2, 4.2.14.8, 4.2.14.9

Maintain database with local military and civilian resources, and state and federal resources, with 98% accuracy

98% Quarterly QA review of relevant databases

STANDARD ACCEPTABLE

QUALITY LEVEL

SURVEILLANCE

METHOD

Counseling and Advocacy

Services Outreach and Liaison

4.3 Provide critical

incident, counseling and advocacy services for affected individuals, families and groups

100% Customer feedback

Counseling and Advocacy

Services Customer Satisfaction

4.3 Aggregate customer

feedback on applicable standardized FFSP

Customer Surveys at

90% or higher

90% Bi-annual review

Counseling and Advocacy

Services Output Data

4.3.1.5; 4.3.2.8; 4.3.3.7;

4.3.4.4; 4.3.5.11

Counseling and advocacy services provided are captured in FFSMIS within 2 business days with 95% accuracy.

95% Periodic inspection;

Bi-annual review of

FFSMIS service delivery output data

Counseling and Advocacy

Services Staff Utilization

4.3.1.6; 4.3.2.9; 4.3.3.8;

4.3.4.5; 4.3.5.12

Direct service utilization for personnel delivering counseling and advocacy services meets the established standard of 50% or higher

85% Bi-annual review of

Centralized Scheduling

Utilization Metrics

Crisis Response/Psychological

First Aid Compliance

4.3.1 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

100% Annual review

Crisis Response/Psychological

First Aid

4.3.1.1, 4.3.1.2, 4.3.1.4 Provide an immediate and appropriate response in 100% of all cases; aggregate command/customer satisfaction on standardized FFSP customer surveys at

95% or higher

95% Bi-annual review

Crisis Response Documentation 4.3.1.3 Crisis response services provided are fully documented within one business day

98% Bi-annual review of

FFSMIS service delivery output data

Non-Medical Counseling

Compliance

4.3.2 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-NMC 1

through N-MIL-NMC 5

100% Annual review

Non-Medical Counseling 4.3.2.1, 4.3.2.2, 4.3.2.5 Routine non-medical counseling appointments provided within resources

Capability Output

Level metric timelines;

aggregate customer satisfaction on standardized FFSP customer surveys at

95% or higher

95% Bi-annual review

Data/Records Maintenance 4.3.2.6, 4.3.2.7 Case records maintained IAW applicable clinical and

FFSMIS resource guides; identified record keeping deficiencies resolved

IAW headquarters and regional QA protocols

95% Quarterly review of scheduling logs/records

Quarterly review of facility file

Quarterly review of

FFSMIS records

Child Services 4.3.2.3, 4.3.2.4 Services provided for

75% of children who are referred

95% Quarterly review of services completed

Family Advocacy Program

(FAP) – Awareness and

4.3.3 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

Prevention Education

Compliance

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

Child and Domestic Abuse

Awareness and Prevention

Education Services

4.3.3.1, 4.3.3.2, 4.3.3.3 Provide senior leadership with training within 90 days of assuming command, and annually thereafter;

provide family violence prevention and education training to key responders at least annually.

98% Bi-annual review of training logs, FFSMIS counts and tracking documents

FAP – Case Management and

Intervention Compliance

4.3.4 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

100% Annual review

Child and Domestic Abuse

Assessment

4.3.4.1 All family violence

allegations are fully assessed and presented to the Incident

Determination

Committee within 60 days, with all meet’s criteria incidents reviewed every 90 days thereafter by the

Clinical Case Staff

Meeting until transfer/closure

98% QA record review

Quarterly review of facility file

Quarterly review of

FFSMIS records

Case Management Oversight 4.3.5.3, 4.3.5.4, 4.3.5.5

4.3.5.6, 4.3.5.8

FAP records maintained IAW applicable clinical and

FFSMIS resource guides, and certification standards; identified record keeping deficiencies resolved

IAW headquarters and regional quality assurance protocols

98% QA review of records

Quarterly review of facility file

Quarterly review of

FFSMIS records

Intervention Services 4.3.5.2, 4.3.5.7 Aggregate customer satisfaction on standardized FFSP customer surveys is

95% or higher

95% Bi-annual review

STANDARD ACCEPTABLE

QUALITY LEVEL

SURVEILLANCE

METHOD

Management, Contract Staff

Supervision and Support Services

Outreach and Liaison

4.5 Provide management, contract staff supervision

and support services in support of the primary

FFSP mission of human service delivery

85% Customer feedback

Management, Contract Staff

Supervision and Support Services

Customer Satisfaction

4.5 Aggregate customer

feedback on applicable standardized FFSP

Customer Surveys at 95% or higher

95% Bi-annual review

Management, Contract Staff

Supervision and Support Services

Output Data

4.5.1.6; 4.5.3.5;

4.5.4.4; 4.5.5.3

Services provided are captured in FFSMIS within

2 business days with 95% accuracy.

95% Periodic inspection;

Bi-annual review of

FFSMIS service delivery output data

Management, Contract Staff

Supervision and Support Services

Staff Utilization

4.5.2.4; 4.5.3.6;

4.5.4.5; 4.5.5.6;

Direct service utilization for personnel delivering management, contract staff supervision and support services meets locally established standards

85% Bi-annual review of

Centralized Scheduling

Utilization Metrics

Customer Service/Administrative

Support Compliance

4.5.1 Compliance with Navy

Certification Standards N-

MIL-EFA 3, N-MIL-

MLSE 1, N-MIL-MLSE 2

N-MIL-MLSE 10

100% Annual review

Reception 4.5.1.1 Reception services provided with no more than 2 validated customer complaints per location annually

95% Bi-annual performance review

Information and Referral 4.5.1.2 Information and referral services are entered into

FFSMIS on a bi-weekly basis at a minimum

95% Quarterly review of

FFSMIS I&R counts

Administrative and Clerical

Support

4.5.1.3, 4.5.1.4, 4.5.1.5

Administrative and clerical support functions are performed with a deviation rate of less than 5%

95% Bi-annual performance review

Counseling and Advocacy Program

Administrative Support

4.5.1.7 Crisis response

administrative support provided with no more than 2validated customer complaints per location annually

95% Bi-annual performance review

Site Work and Family Life

Programs Contract Staff

Supervision and Support

Compliance

4.5.3 Compliance with Navy

Certification Standards N-

MIL-RPM 6, N-MIL-FR 1

through N-MIL-FR 7, N-

MIL-EFMP 1 through N-

MIL-EFMP 5, N-MIL-

MLSE 1 through N-MIL-

MLSE 11

100% Annual review

Contract WFL Programs Staff

Supervision

4.5.3.1, 4.5.3.4 Oversee quality of services provided by contract staff performing tasks 4.2.1 through 4.2.12 and 4.2.14 through 4.2.16; address and correct deviations from standards within 5 business days.

Contract Staff Performance Review 4.5.3.2, 4.5.3.3 Provide quarterly review of contract Work and

Family Life Programs staff compliance with contract performance standards and direct service productivity standards

95% Quarterly review of QA and oversight processes

Site Contract Staff Supervision and

Support Compliance

4.5.4 Compliance with Navy

Certification Standards N-

MIL-TS 1 through N-MIL-

TS 3, N-MIL-RPM 6

100% Annual review

Contract Staff Supervision 4.5.4.1 Provide oversight of contract staff performance and quality of services provided; address and correct deviations from standard within 5 business days

95% Bi-annual review

Contract Staff Performance Review 4.5.4.2, 4.5.4.3 Provide quarterly review of contract staff compliance with contract performance standards and direct service productivity standards

95% Quarterly review of QA and oversight processes

Regional Data Analysis and

Information Technology Support

4.5.5.1 through

4.5.5.8

Statistical data and trend analyses conducted with no errors; data query, analysis and compilation completed within required timelines; technical support and troubleshooting provided to FFSP staff within same day

Customer Feedback

Position Management 12.3 No significant disruption of services due to position vacancies unfilled

100% Periodic inspection

Personnel Qualifications 12.4 Maintain all positions filled with qualified personnel

95% Periodic inspection

Development of webinar content and meeting/training facilitation for

FFSP personnel and their customers

17.5 Materials developed IAW

applicable certification standards, Navy, SECNAV and DOD instructions and regulations (with <1% grammatical errors), while incorporating site level user and CNIC HQ POC input.

99% COR review of

Monthly Status Report

Quarterly COR review of Customer survey forms

Review/compare delivery dates against

CNIC-approved

POA&M

Applicable certification standards, instructions and regulations

Project completed within agreed upon timeline

Timely, thorough and accurate production and facilitation of webinars are provided to

Customers in support of FFSP web-based training and e-learning IAW the PWS

17.1, 17.2, 17.3, 17.4, 17.8, 17.12, 17.13, 17.14, 17.19, 17.30

Maintain functionality of webinar platform and access by customer/learners

Provide IAW Regional, Navy, and DOD instructions and regulations with <1% grammatical errors

98% COR review of

Monthly Status Report

Quarterly COR review

Review/compare delivery dates against

CNIC-approved

POA&M

Webinar Customer Service and

Help Desk maintained during normal business hours

17.23 Government receives zero

reports of non-availability of Help Desk support

100% Quarterly COR review

Error/Problem and

Resolution Tracking

Log

System access for recorded webinars shall be available online

24/7/365

17.6, 17.7 System shall be available at all times except during required scheduled maintenance (48 hours minimum notice)

98% Periodic and random inspections, Customer complaints, and COR review of Monthly

Status Report