P09 - QASP - MMO Manpower.doc

Quality Assurance Surveillance Plan (QASP)

TITLE: Manpower Management Office Manpower Studies

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

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.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. Government Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure 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 Contracting Officer (CO): Adeitra Jimmison, 216-447-8300 Ext. 49588

· Assigned Contract Specialist: Ben Niznick, 216-447-8300 Ext. 49506

· Organization or Agency: U.S. Department of Veterans Affairs

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Assigned COR(S): Tiffiany Harrington, 615-971-1105

c. Other Key Government Personnel: Shane Walker, 405 -552-4305

3. Performance Standards The Government will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the Contractor is performing the services required by this PWS in an acceptable manner. The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion.

The Contractor shall perform the tasks and complete the associated deliverables under this task order by the scheduled due dates within the overall period of performance. If the Contractor cannot deliver those deliverables specified by this task order by the required due date, then the Contractor shall provide a written explanation to the Contracting Officer (CO) within one (1) business day of the deliverable due date. This written transmittal shall include the reasons for the delay; when the Contractor knew or should have known a delay would incur; due diligence taken to mitigate the problems, the impact on the overall project; and a firm commitment of when the work is to be completed.

The Government will have ten (10) business days to review each deliverable and provide feedback/comments. The contractor shall have five (5) business days to incorporate feedback/comments and make appropriate revisions. The contractor shall provide the revised version of each deliverable to the Contracting Officer Representative (COR) and VA Program Manager (VA PM). The COR will review and determine final acceptance by the Government. The COR will notify the contractor of final acceptance within five (5) business days.

The contractor shall be responsible for adhering to all pertinent VA standards including but not limited to ensuring that all documentation and deliverables are stored on appropriate VA servers within one week of their completion. The contractor shall use the VA Nationwide Teleconferencing System (VANTS) for all pertinent conference calls, and the VA Exchange server for all pertinent email. Upon assignment of VA email accounts, use of external email accounts for the purpose of VA communications and business will be prohibited. The contractor shall be responsible for adhering to all pertinent VA information technology policies and procedures, which will be made available at the contractor’s request on award.

Late Deliverables and/or Significant Errors or Omissions shall be handled in the following manner:

SPECIFIC TASK ORDER METRICS

The contractor’s performance will be evaluated based on the following metrics:

Quality of Service and Work Products

a. Documents are delivered with 95% accuracy (less than 5% of the document requires revision) as determined by the COR. Drafts, when required, are provided prior to delivery of the final document.

b. Review of relevant materials. Documents produced shall be delivered according to negotiated deadlines; comprehensive; thoughtful; and include relevant presentation of alternatives, pros and cons, and feasible recommendations.

c. Reports include those topics described in the PWS and as requested for special studies; necessary clearances are obtained as needed in a timely manner.

d. Task outputs in formats appropriate to target audiences; consideration of best dissemination mechanisms; user friendly, clear, thorough and comprehensive documentation and publications.

e. Analyses and assessments are performed with accuracy, comprehensiveness and adherence to industry best practices.

f. Obtain relevant stakeholder input. Task outputs are innovative, timely implementation of input mechanisms; accurate and comprehensive synthesis of results and recommendations. Integration of relevant stakeholder input documented for deliverable.

Timeliness of Performance

a. 98% of the monthly reports are provided on time. COR records date of receipt; 100% inspection.

b. 98% of work products defined in the task orders are completed within the negotiated schedule developed as part of Task 4. COR records date of receipt; 100% inspection.

Customer Satisfaction

a. Contractor and its employees conduct business professionally, minimize disruption to normal business operations, and complete all tasks to the satisfaction of the on-site customers as measured by the absence of complaints logged with the CO/COR.

b. Contractor collaboration is timely, appropriate and demonstrates cooperative support to VHA Executives and staff as measured by the absence of complaints logged with the CO/COR.

The above QASP is only a sample and may change based on what the Contractor(s) submit in their proposed PWS.

Late deliverables:

a. Deliverables must be provided on the dates specified. Any changes to the delivery date must have prior approval (in writing) by the PM/CO or designate at least five business days prior to the deliverable due date

b. If the deliverable cannot be provided within the scheduled time frame, the Vendor is required to contact the Project Manager/Contract Manager in writing with a reason for the delay and the proposed revised schedule. The request for a revised schedule must include the impact on related tasks and the overall project

c. A request for a revised schedule must be reviewed and approved by the PM/CO before placed in effect. Contract Terms and Conditions may dictate penalties, costs, and other actions based on the facts related to the request for a revised schedule

Note 1: Significant errors or omissions are defined as deliverables not meeting the intent of the task and the work considered to be within scope of this order.

Note 2: Continued repetitive errors may result in an unacceptable rating on performance report to be used as part of the evaluation criteria on future order competition.

4. Incentives/RATING STANDARDS Incentives shall be based on exceeding, meeting, or not meeting performance standards.

5. Methods of QA Surveillance

Various methods exist to monitor performance.

a. DIRECT OBSERVATION

b. PERIODIC INSPECTION

c. PROGRESS OR STATUS MEETINGS

d. ANALYSIS OF CONTRACTOR’S PROGRESS REPORTS

6. Frequency of Measurement

a. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR shall meet with the contractor as needed to assess performance and shall provide a written assessment.

Signature – Contractor

Signature – Contracting Officer Representative