QASP_Rolling Shelves.docx

QUALITY ASSURANCE AND SURVEILLANCE PLAN FOR

Deinstallation Removal and Disposal of Rolling Shelves

A. OBJECTIVE: This is a non-personnel one time service(s) contract to provide the de-installation, disposal, and installation of four brand new dental chairs and its accessories to facilitate the operations of the Evans Army Community Hospital, Dental clinic 2. 1650 Cochrane Circle, Fort Carson, Colorado 80913.

B. PERFORMANCE MEASUREMENT OBJECTIVE: The key area(s) of the Contractor’s performance that will be evaluated during the term of the contract and/or task order. The PWS reference will be provided for each performance measurement objective.

C. ASSESSMENT METHOD: Contractor performance is inspected and evaluated on key areas of performance: fill rate monthly; turn-over rate and substantiated complaints annually; qualified candidates as needed. Method of surveillance is random inspection, end-user/patient complaint, and documentation review.

D. ACCEPTABLE QUALITY LEVEL (AQL): The degree to which the Government will allow the Contractor’s key areas of performance to vary; the variance from the standard that the Contractor is allowed, and the grading/measurement associated with deviation from the specific performance standard.

E. KEY AREAS OF PERFORMANCE: The following Performance Measurements Requirement Summary applies. The Government may modify inspection methods in accordance with site specific requirements.

Method of Surveillance

Contract Management

Comply initially and as required 95% of the time.

Paragraph 1.3.1

COR maintain log

Effectiveness

Paragraph 1.2, 2.1,2.2,2.3, COR maintain log (100% Inspection).

Timeliness

Comply initially and as required 95% of the time.

Paragraph 2.11

COR maintain log (100% Inspection).

Workplace Safety

Section 4

Random Sampling/ Inspection.

Measurements.

STANDARD MEASUREMENT

99% to 100%- Exceptional 96% to 98%- Very Good 95%- Satisfactory 92% to 94%- Marginal 92% or Less- Unsatisfactory

F. CONTRACTOR PERFORMANCE ASSESSMENT REPORT. This report shall be submitted to the Contracting Officer once services are completed.

G. RE-PERFORMANCE OF SERVICES. If any of the services do not conform with contract requirements, the Government will require the Contractor to reperform the services in conformity with contract requirements, at no additional cost to the Government. When the defects in services cannot be corrected due to circumstances, the Government may (1) require the contractor to take necessary action to ensure that future performance conforms to contract requirements and (2) reduce the contract price to reflect the reduced value of the services performed. The Contracting Officer may exercise appropriate contractual remedy should the Contractor fail to promptly take the necessary action to ensure future performance is in conformity with contract requirements.

When apparent non-satisfactory work is identified, the Contracting Officer’s Representative shall prepare a Contract Discrepancy Report (CDR) and submit to the Contracting Officer for review, use DD Form 2722. The Contractor shall then be required to respond to the CDR. The Contractor shall explain reasons for substandard performance, how performance will be returned to acceptable levels, and how recurrence of the same or like problems will be prevented. The Contracting Officer will evaluate the Contractor’s explanation, assess its validity, and determine whether it is acceptable.

The Contractor shall be required to correct/eliminate any deficiencies in services in a timely manner. Notification begins when pertinent documents (Customer Complaint Record or CDR) are issued to the Contractor. Time of notification and correction of all applicable deficiencies should be entered on all Government documents and retained in the contract file. The Government may execute a deduction in payment for non-compliance when validated by the Contracting Officer.

H. PERFORMANCE RATINGS.

The Government will rate past performance using the following performance standards.

Other performance evaluation factors that will be monitored and documented in the Contractor’s performance records but cannot be quantified by numerical measurements:

Contractor providing personnel exceeding the minimum qualification standards, and/or performance above or below the standard, for above factors, will be documented in the Contractor’s Performance Assessment Reporting System (CPARS) for the reporting period.

SECTION D: SURVEILLANCE PROCEDURES

1. Medical Treatment Facility (MTF) Complaints.

Any MTF personnel that observe the performance of unacceptable services (i.e., incomplete, not performed, or performed improperly) on the part of a contract HCW, should immediately contact the COR. The COR will coordinate with the appointed Government supervisor when one is appointed or handle the complaint directly. The process on MTF complaints is as follows:

a. MTF Complaints on Non-Personal Service HCWs

The COR will receive, document, and determine the validity of all MTF complaints involving non-personal service HCWs. If the complaint is not substantiated, the COR will document why the complaint was determined to be unsubstantiated in accordance with MTF procedures and forward the results to the TOKO or Contract Specialist for closure. If the complaint is substantiated, the COR will forward the complaint, and all relevant documentation, to the TOKO or Contract Specialist for resolution. When the complaint is resolved, the TOKO shall document the resolution.

2. Patient Complaints.

Any patient that observes, or experiences, unacceptable services (i.e., incomplete, not performed, or performed improperly) should immediately contact the patient advocacy office. The patient advocate shall forward all complaints to the COR for action. The process for patient complaints is as follows: