Performance Work Statement PWS Attachment I.pdf

PERFORMANCE WORK STATEMENT (PWS)

NAVY CULTURE AND FORCE RESILIENCE OFFICE (OPNAV N17)

N175 FUTURE OPERATIONS BRANCH

PEOPLE, LEADERS, TEAMS TRAINING

VIDEO AND INSTRUCTIONAL MATERIALS (HEADSPACE APPLICATION)

1.0

INTRODUCTION AND SCOPE OF WORK

The Navy Culture and Force Resilience Office (OPNAV N17) is seeking to continue piloting "commercial wellness applications" as part of its Quality of Service Initiatives. These initiatives aim to support Sailors in achieving holistic health improvements through stress reduction, mental health support, and physical and nutritional coaching.

The Secretary of Defense (SOD) has placed a renewed emphasis on physical fitness as a cornerstone of warfighting readiness. He has directed the military services to align fitness standards with the operational demands of combat roles, stressing that physical conditioning directly impacts mission effectiveness and lethality. The SOD views rigorous, occupation-specific fitness requirements as essential to maintaining the

United States military’s edge in an increasingly contested global environment. His approach reflects a broader commitment to restoring a culture of excellence, discipline, and preparedness across the force.

Requirement Summary: Continue proof of concept pilot supporting diverse demographics as well as availability for a large population test (up to 25,000 Sailors CONUS) and (up to 25,000 Sailors OCONUS) with significant wellbeing needs (stress reduction and mental health support) at underserved/understaffed

Fleet Concentration Areas (Newport News Naval Shipyard, San Diego, Lemoore, New London, and Guam) supporting multiple TYCOMs (CNSP, CNAF, etc.). Positive feedback during the initial pilot year warrants the provision for the expansion of services CONUS and OCONUS to be administered in an on-demand basis.

This pilot seeks to evaluate the unique benefits of using the “Headspace On-Demand Sub-Clinical Care

System” as a commercial application to assist Sailors in improving their resilience and stress management through Sub-clinical interventions from the convenience of a smart-phone and equipping members with immediate access to live mental health coaches available in under two (2) minutes who can both provide in the moment support and/or identify members that need higher levels of care. This provides the secondary benefit of reducing unnecessary demand on under resourced TYCOM, FFSC, and DHA clinical resources.

2.0

BACKGROUND

General Definitions and Key Elements:

A "commercial wellness application" refers to a digital platform or software designed to promote health and well-being, developed, marketed, and sold by a business entity. These applications, typically available to consumers for purchase or subscription, offer a range of features aimed at enhancing physical, mental, and emotional health.

A mobile application, or mobile app, is a software application designed to run on mobile devices such as smartphones and tablets. Unlike web applications, mobile apps are typically downloaded and installed via an app store (such as Google Play or the Apple App Store) and can function both online and offline, depending on their design. These applications can serve a wide range of purposes including productivity, social networking, gaming, health and wellness, and more.

3.0

DOCUMENTS / TECHNICAL STANDARDS

The following documents apply to this delivery order:

● The Contractor shall ensure requirements in this Performance Work Statement (PWS) are accomplished in accordance with (IAW) the latest version in effect during performance.

4.0

OBJECTIVES / PRODUCTION TASKS

Continue to deliver a pilot to assess a comprehensive mental health and well-being system of care designed to cater to individuals at all stages of their mental health journey that is available 24/7/365 and easily accessible from the convenience of their smartphone.

OPNAV N17 requires an on-demand, proactive system to support mental health and well-being across the full continuum of care, flexing to meet people where they are throughout their mental health journey with a focus on early intervention and crisis prevention.

The offering shall be configured to support the needs of the United States Navy (USN) with the recommended sub-clinical services detailed below to include an extensive library of award-winning mental well-being and sleep content, unlimited and real-time access to mental health coaching within two (2) minutes, as well as resource navigation or escalation to other appropriate USN and Department of Defense

(DoD) resources when appropriate.

We are seeking a commercial wellness application that creates lasting change for organizations, like N17, looking to improve population resilience, performance, and readiness.

This on-demand system must provide high-quality access without the stigma often associated with seeking mental healthcare while improving outcomes and reducing costs by moving mental healthcare upstream through confidential and engaging sub-clinical interventions from the convenience of a smart-phone.

The application shall provide a tailored approach to configuring and delivering it, which means working closely with stakeholders at N17 to understand USN requested care pathways and protocols, including navigation to other available resources and benefits. For example, vendors will collect information during the implementation phase about local and broader naval base, USN, or DoD resources for the purpose of triaging, vectoring, and/or escalating Service members and their families (i.e., “members”). This data can be loaded into a HIPAA-compliant Care Hub (i.e., proprietary Electronic Medical Record system) for coordination with the care team to reference during interactions with members.

The care team will receive detailed training on these account-specific processes and protocols. Member information can be stored in a system that includes member profiles, notes, assessments, specific needs, activities assigned and completed, existing benefits, and information needed to direct members to appropriate off-platform resources such as links to resources across appropriate care resources (FFSC, DHA, Command

Medical, etc.), phone numbers/contact info, and descriptions.

Deliverables, outlined below, shall support up to 25,000 Sailors each for both CONUS and OCONUS across multiple geographic locations, to include the potential expansion of scenarios, in increments of 5,000 based on demand.

1. On-demand 1:1 Mental Health Coaching (unlimited access)

a. Members can text chat 24/7/365 with a live mental health coach within two minutes (average of

51for in-the-moment support or through regularly scheduled sessions. So any member having a rough night can engage in a synchronous chat discussion at 1:00 am with a mental health coach, as if they are chatting with a friend.

i. Coaches shall:

1. Be Masters-level educated in a psych related field with either 2 years prior coaching experience and/or are certified by the National Board for Health &

Wellness Coaching

2. Provide support by creating a safe and confidential environment, assessing needs, creating a customized care plan with the member

3. Recommend applicable content or activities for the member to do on their own to meet their health needs and goals.

4. Be trained to identify members that may have higher acuity needs and recommend assessments like the PHQ-9 assessment tool for screening/assessing depressive disorder or the GAD-7 assessment tool for screening/assessing generalized anxiety disorder to these members and then vector them to the appropriate USN/DoD resources based on co-created protocols.

5. Offer longitudinal support across the member journey, no matter how an individual’s mental health needs evolve.

2. Well-being, Mindfulness, and Sleep Content

a. Members can access standalone and series-based meditations, sleep content, guided workouts, focus music, and a wide range of other resources in a self-care library – anytime, anywhere. By combining the flexibility to explore the full library at their own pace with the structure

3. Availability of a personalized content feed

a. Extensive (more than 3,000 hours) of audio and video skill-building exercises and educational content spanning all wellbeing topics including but not limited to emotional wellbeing, sleep, stress management, grief, relationships, anxiety, parenting, mindful eating, financial stress, and women’s health.

4. Content is designed for all ages and demographics able to represent the diversity of our Sailors.

5. Applied content and structured behavior change support including:

a. Meditations: An approachable way to practice meditation and mindfulness. Targeted meditations designed for all ages and experience levels as, and inclusive content that represents the diversity of the Fleet.

b. Sleep Mode: Audio-guided sleepcasts which include a sleep-friendly wind down meditation and then transitioning into a tour of a dreamy environment. Each Sleepcast shall be subtly different every night and voiced by a range of soothing voices. In addition to sleepcasts.

i. SOS guided exercises for when members wake up in the night.

c. Movement: Digital programs led by expert trainers providing a variety of workouts, including restorative yoga, cardio and dance tutorials, mindful walking exercises, as well as at-home and confidence-boosting workouts.

d. Focus Mode: Programs to help Sailors find their focus through a collection of exercises proven to increase focus, and ultimately productivity.

e. Guided Programs: Guided Programs to include Managing Stress and Finding One’s Best Sleep in a multi-week guided series format of diverse evidence-based interventions that leverage clinically-validated practices such as Mindfulness Based Stress Reduction (MBSR) for the Stress Program and Cognitive Behavioral Therapy (CBTi) for the Sleep Program as well as a guided program for both Anxiety and Depression.

6. Care and Resource Navigation

a. Care Concierge

i. When it comes to mental health, members should never have to navigate the path to feeling better alone. Mental health coaches are members’ first line of support, with a dedicated lead coach identifying their needs, developing a personalized care plan, and providing goal-oriented support throughout their care journey.

ii. A care team which provides wrap-around support to help members overcome obstacles by navigating care options and benefits, removing roadblocks, and connecting to the appropriate care services.

7. Crisis Support

a. Identification and triage of high and imminent risk individuals

i. Ensure organization has all the protocols established for suicide intervention/prevention and manage escalated cases as they encounter them. This includes specific protocols to address low-, medium-, high-, and imminent-risk individuals.

1. In cases of Imminent Risk, a mental health coach would identify and mobilize emergency resources to ensure the safety of the member or others. In such instances, the mental health coach will attempt to keep the member engaged while an on-duty Manager contacts appropriate emergency personnel following custom USN-established protocols.

8. Representative Care

a. A commitment to reducing the barriers to care for underrepresented populations and those experiencing the intersectionality of identity.

i. A commitment to hiring and developing diverse providers within the on-demand, virtual mental health system.

ii. Diverse representation by the care team: Including coaches who identify as BIPOC and

LGBTQ.

iii. Training in cultural competency and topics relating to LGBTQ+, racial trauma, veterans, traditionally underserved minorities, economically disadvantaged groups, etc.

9. Representative Content

a. Video, audio, and interactive content for diverse Members on supportive topics relevant to their lived experiences.

b. Content collections shall be led by certified meditation teachers and experts in nutrition, resilience, youth empowerment, neuroscience, emotion science, and stress management.

10. Privacy & Data Security

a. HITRUST CSF certified

b. SOC 2 Type 2 attested.

c. Information privacy and security governance aligned with the International Organization for

Standardization (ISO) 27001 and 27002 security standards, the Health Insurance Portability and

Accountability Act of 1996 (HIPAA), the National Institute of Standards and Technology (NIST)

Special Publications 800 Series, the General Data Protection Regulation (GDPR (EU) 2016/679, and other relevant state and international breach notification and security regulations.

d. Sata is stored on a FED-RAMP compliant vendor.

11. Account Management

a. Assign a team to the Navy, led by a Strategic Client Executive/Manager responsible for directing and coordinating service needs.

12. Implementation and Promotional Services

a. A refined implementation process which can scale flexibly including:

b. Custom engagement programs, campaigns, resources, and communication planning

c. Virtual orientation and introductory webinars including Train-the-trainer sessions

d. Promotional campaigns and provision of electronic communication materials

e. Eligibility data intake (standard format - minimum of monthly eligibility files)

13. Communications

a. Raising awareness is a year-round effort that does not stop at launch.

i. The approach must include a custom communication strategy including:

1. Augmenting existing communication channels and learning from best practices;

2. Engaging your population using thoughtfully created content and creative;

3. Nurturing those who become members with improved app experiences and content campaigns, supporting them in their journey towards better mental health.

14. Reporting & Analytics

a. Standard report frequency shall be monthly, quarterly, and annual performance reporting that can be broken out by different attributes, including those provided in eligibility files.

b. Ability to accommodate more frequent reporting on primary/standard Key Performance Indicators

(KPIs), including activation/utilization upon request.

c. Vendor shall not collect nor provide individual utilization data, only aggregate data to maintain confidentiality.

d. Signup reports to show how many members signup/register;

e. Onboarding insights illustrate key focus areas/themes of service of members based on responses to initial onboarding questions;

f. Engagement reports provide visibility into how frequently members interact application/service;

g. Satisfaction ratings reflect the user experience and feedback;

h. Response time reports measure the time it takes for a coach to respond to a member’s message;

i. Trending content categories;

j. Outcome reports detail results based on member completion of:

i. GAD-7 (for screening/assessing severity of generalized anxiety disorder)

ii. PHQ-9 (for screening/assessing severity of depressive disorder)

iii. PSS-10 (for screening/assessing severity of perceived stress)

k. Trend charts - Engagement and access KPIs displayed over weekly, monthly and quarterly increments;

l. Utilization summarized by USN-defined division provided in eligibility file.

5.1

MEETINGS/IN-PROCESS REVIEW/MONTHLY REPORTS

5.1.1

The Contractor shall participate in any additional meetings that may be requested by either

Government or Contractor personnel. Any contractor requested face-to-face meeting not required by this PWS will require the authorization and approval by OPNAV N17 through the

Technical point of contact (TPOC). Once the meeting has been approved, the specific location, date and duration of the conference or meeting shall be determined by the TPOC and

Contractor Program Manager. Any changes to the scheduled meeting must be submitted via email to and approved by the TPOC. Microsoft Teams shall be used when suitable for time efficiency and cost-saving measures.

5.1.2

Agendas - The Contractor shall develop an agenda for each production meeting, IPR, technical review, and/or audit. Meetings will be coordinated through the TPOC. The

Contractor shall provide meeting agendas three (3) days prior to the meeting, IPR, or technical review.

5.1.3

Meeting Minutes - The Contractor shall develop meeting minutes within three (3) days after each meeting, IPR, technical reviews, and/or audit to include the agenda items, list of action items, with responsible party and due date for action item resolution to be provided to the

Government.

5.1.4

The Contractor shall participate in Interim Progress Reports (IPR) as recommended in the

Contractor’s approved Production Plan. IPRs shall be used to discuss status of the project, discuss deliverables, and identify/solve problems. IPRs can also be used to review deliverables, where needed. Each IPR will be held on a date and time mutually agreeable to the Government and Contractor. The meeting will be held via telephone or video conference whenever possible and unless otherwise stipulated.

5.1.5

Monthly Status Reports - The contractor shall submit monthly status reports indicating summary of actions taken and progress made towards milestones, outstanding problems or issues, and cumulative travel/ODCs funds expended (if applicable). Required date of submission is no later than the 10th day of the following month.

6.0

CONTRACTOR QUALIFICATIONS

6.1

The contractor shall provide personnel who are qualified, sufficiently trained, and properly supervised following accepted industry best practices and methodologies. The effort is further characterized by endeavoring to use effective project management and quality control methods to meet a very critical roll-out schedule. Familiarity and respect for Navy terms, customs, and courtesies is imperative.

6.2

The contractor shall be able to complete video/film requirements, to include editing, in-house.

7.0

DELIVERABLES

7.1.

DELIVERABLE INFORMATION – Final deliverables defined in the PWS shall be submitted under official company letterhead signed by a designated company representative. The cover letter shall be addressed to OPNAV N17’s TPOC unless otherwise directed. The cover letter shall include, at a minimum, the title of the applicable deliverable, date performed, and the appropriate contract number or delivery order number to which the deliverable applies.

All reports shall be delivered electronically in MS Word-compatible format to the Government TPOC for review and acceptance within the timeframes identified by the schedule.

7.2

DELIVERABLE DUE DATES

Days are Calendar days:

DELIVERABLE PWS Section Reference DUE DATE

Kick Off Meeting/Draft Production Plan 4.5.1 5 days after award

Final Delivery and Communications Plan 4.5.1 15 days after Kick Off Meeting

Draft Comms Documents 4.5.1 IAW Production Plan

Monthly Status Reports 5.1.5 10th day of each month

Meeting Agenda 5.1.2 3 days prior

Meeting Minutes 5.1.3 3 days after

7.3

GOVERNMENT INSPECTION AND ACCEPTANCE OF DELIVERABLES

Final programmatic decisions and determinations are reserved for Navy Culture and Force Resilience Office

(OPNAV N17) Government program officials. Government review and comment by N17 personnel will occur within three (3) calendar days. Government review and comment involving Navy Leadership will occur within five

(5) calendar days. The schedule for Government reviews will be established at the kick-off meeting. The TPOC will have the right to reject or require correction of any deficiencies found in the deliverables that do not conform to

Government requirements. In the event of rejection of a deliverable, the Contractor will be notified in writing by the TPOC of the specific reasons why the deliverable is being rejected. A copy of the rejected deliverable document will be provided to the Contracting Officer. The Contractor will meet with the TPOC via telephone or video conference to discuss/review if necessary. The Contractor shall have three (3) calendar days to correct the rejected deliverable and return it to the TPOC. The Contracting Officer shall be notified by letter of transmittal of all final deliverables.

Performance-based evaluation of deliverables and services under this order shall be conducted in accordance with

(IAW) the performance criteria in the Quality Assurance Surveillance Plan (QASP).

8.0

FINAL INSPECTION

The Contractor shall describe the activity for final inspection and acceptance in the Production Plan. This inspection point is for the purpose of ensuring that the final production complies with the PWS requirements. Deficiencies identified during the final inspection shall be documented by the Government. Deficiencies found during this final inspection shall be corrected by the Contractor and verified by the Government prior to further acceptance of products by the Government. The Government reserves the right to perform such additional tests as deemed necessary to ensure compliance with the specified requirements. The Final Inspection turnaround timeline is 10 calendar days after notification of the deficiencies.

9.0

GOVERNMENT FURNISHED MATERIALS AND INFORMATION AND FACILITIES

(GFM/GFI/GFF)

The Government will provide all business-related facilities and administrative supplies necessary to accomplish this task when the contractor is working at a government facility.

The Government will provide access to subject matter experts (SMEs) on a not-to-interfere basis. The Government may elect to make SMEs available either in-person, by telephone or available by other electronic communications means for interview and discussions.

The Government will provide:

● Available material previously acquired by the Navy, or in the Navy’s possession, which relates to destructive behavior prevention training and may aid in the development of this instant requirement. This includes prior video product links, the FSA 3.0 facilitation guides, and initial drafts of facilitation materials, if any.

● Information or input for development of the video script.

● SME, as needed, to approve Navy-specific details such as uniforms, haircuts, ribbons, etc.

● The Navy will provide uniforms if available. Uniforms will remain the property of the Government post-production.

● Location assistance, where feasible.

● The Navy shall provide access for all film crews to Navy facilities for filming where deemed appropriate.

● The Navy shall provide an on-site government representative during field production to serve as an on-site technical liaison between the contractor and military SMEs and to escort contractor personnel if filming is on a military installation.

The Contractor agrees that any information furnished by the Government to the Contractor not generally available to other contractors shall be used only for performance under this contract, and all copies of such information shall be returned to the Government upon completion of the effort. Any information furnished by the Government containing trade secrets or commercial or financial data or other contractor-developed materials shall be treated as proprietary data. Additionally, the Contractor shall not disclose outside of the Government any information generated in the performance of this contract.

10.0

COPYRIGHT

The Contractor shall ensure no copyright laws are violated in researching and developing the training products delivered under this PWS. When required, the Contractor shall follow the provisions of SECNAVINST 5870.4 series to request the use of Copyrighted material. Each media object developed shall be appropriately annotated.

Production deliverables shall include the appropriate copyright clearance documentation as applicable.

The Contractor shall ensure all acquired clearances convey to the Government the perpetual rights to duplicate, distribute, publish, exhibit, use, or transmit all or any parts of the music, audio recording or visual products incorporated in the production for which the license was acquired, or in any future use incorporating a part of the whole of the production.

11.0

CONTRACTOR PERSONNEL

The contractor shall provide personnel who are qualified, sufficiently trained, and properly supervised following accepted industry best practices and methodologies. The effort is further characterized by endeavoring to use effective project management and quality control methods to meet a very critical roll-out schedule.

12.0

NON-PERSONAL SERVICES

Contractor employees performing services under this order will be controlled, directed, and supervised at all times by management personnel of the contractor. Contractor management will ensure that employees properly comply with the performance work standards outlined in the statement of work. Contractor employees will perform their duties independent of, and without the supervision of, any Government official. The tasks, duties, and responsibilities set forth in the task order may not be interpreted or implemented in any manner that results in any contractor employee creating or modify Federal policy, obligating the appropriated funds of the United States

Government, overseeing the work of Federal employees, providing direct personal services to any Federal employee, or otherwise violating the prohibitions set forth in Parts 7.5 and 37.1 of the Federal Acquisitions

Regulation (FAR). The Government will control access to government facilities and will perform the inspection and acceptance of the complete work.

13.0

CLASSIFIED MARKINGS ADHERENCE

The Contractor shall properly mark all content as OPNAV N17 content by adhering to the Classification Markings specifications as indicated in OPNAVINST 5513.1F. The Contractor shall ensure that all contractor personnel who participate in the role play scenarios are briefed and comply with all OPSEC guidance. The Contractor will not include any visual images of government identification cards or other personal identifiable information.

14.0

BRANDING

The Contractor shall not use any Navy images without prior approval from OPNAV N17.

15.0

FINAL DELIVERABLE DATE

Performance shall take 12 months with final deliverable received 12 months after award date, followed by one (1)

12-month option periods pursuant to FAR 52.217-9.

16.0

PLACE OF PERFORMANCE

Place of performance shall be primarily at the contractor’s facilities or production locations determined by the

Contractor. Progress reviews will be conducted either via telephone or on-site at OPNAV N17, NSF Arlington, VA

22204 location. Some work may be performed at either the Norfolk Naval Base or Oceana Naval Air Station Dam

Neck Annex; therefore, the contractor personnel accessing these bases will be required to obtain base access credentials. The Contractor must submit a complete list of all employees performing on this contract through the

TPOC to the Security Forces. Lost vehicle and entry passes shall be reported immediately to security policy and the government representative.

17.0

CONFIDENTIALITY AND NON-DISCLOSURE

17.1

CONFIDENTIALITY

This project and all materials provided to the Contractor by the Government and results, conclusions and recommendations obtained thereof shall be considered confidential in nature and treated with the same level of care that the Contractor treats its own confidential business information. The information shall not be disclosed, copied, modified, used (except in the completion of this project) or otherwise disseminated to any other person or entity at any time to include, but not limited to inclusion in any database external to the government without the

Government’s express consent. No data (digital or analog) provided to, or developed by, the Contactor shall be used for any purpose other than this delivery order.

17.2

NON-DISCLOSURE AGREEMENTS

Contractor personnel assigned to this project shall sign a non-disclosure agreement prior to obtaining access to sensitive information. This effort, and all materials provided to the Contractor by the Government and their results, conclusions, and recommendations obtained, shall be considered confidential and treated with care in accordance with applicable Government regulations. The information shall not be disclosed, copied, modified, used (except in completion of this project) or otherwise disseminated to any other person or entity at any time to include, but not limited to inclusion in any database external to the Government without the Government’s express consent.

18.0

SECURITY / SECURITY CLEARANCE

All personnel employed by the Contractor in the performance of this contract, or any representative of the

Contractor entering the government installation, shall abide by all security regulations of the installation. The contractor shall be responsible for safeguarding all government property provided for contractor use. The work to be performed under this Delivery Order is UNCLASSIFIED.

19.0

SPECIAL REQUIREMENTS / INSTRUCTIONS / CONSIDERATIONS

19.1

LEGAL RELEASES - DD 2830 GENERAL TALENT RELEASE

Signed DD 2830, General Talent Release forms, are required from persons, who either appear in, or whose voices are used in a production. Signed DD 2830s are also required from persons whose minor children, real estate, or private property appears in a production. No DD 2830 is required from active duty military personnel, including midshipmen of the U.S. Naval Academy or DoD civilians performing their official duties.

20.0

PRIVACY ACT COMPLIANCE / INFORMATION SECURITY

20.1

Privacy Act

The Contractor may be in contact with data subject to the Privacy Act Title 5 of the U.S. Code, Section 552.a). The

Contractor shall ensure that employees assigned to this effort understand and adhere to the Privacy Act of 1974.

The Contractor shall identify and safeguard reports and data accordingly. The Contractor shall follow Department of the Navy (DON) policy and procedures detailed in SECNAVINST 5211.5D. The Contractor shall ensure that contractor employees assigned to the contract are trained annually on properly identifying and handling Privacy Act data and information. The Contractor shall furnish documentation evidencing such training to the Government upon request.

20.2

INFORMATION SECURITY

The Contractor shall safeguard all sensitive (including For Official Use Only (FOUO) and Privacy Act (PA)) and critical program information and comply with SECNAVINST 5510.30A. The Contractor shall enforce these safeguards throughout the life of the order.

21.0

PUBLIC AFFAIRS OFFICE (PAO) COORDINATION

The Contractor shall comply with NETC Instruction 5720.1E on Navy guidelines for appropriate marketing of training to news media and other outlets. Marketing shall be coordinated through OPNAV N17 and N1 Public

Affairs Officers (PAOs), who will verify all parties involved are relaying the same information regarding training initiatives. Requests for interviews or comments from military members shall be approved by OPNAV N17 prior to the event.

22.0

GOVERNMENT POINT OF CONTACTS

The Government Technical Point of Contact (TPOC) shall serve as the Navy’s primary contact for overall project coordination, to include technical clarification, program management reporting, receipt of deliverables, and all administrative functions. The Government TPOC is not authorized to change the term, conditions or requirements of the task order The Government TPOC for this delivery order is:

TBD

about:blank

23.0

ORGANIZATIONAL CONFLICTS OF INTEREST

The Contractor acknowledges that it is familiar with FAR Subpart 9.5, Organizational and Consultant Conflicts of

Interest, and agrees to avoid, neutralize or mitigate such conflicts of interest in accordance with the principles set forth in the FAR.

24.0

QUALITY ASSURANCE SURVEILLANCE PLAN

Surveillance of the Contractor’s performance shall be accomplished IAW the Quality Assurance Surveillance Plan

(QASP).

QUALITY ASSURANCE SURVEILLANCE PLAN

Purpose: To ensure that the Government has an effective and systematic method of surveillance for the services in the PWS. The QASP will be used primarily as a tool to verify that the contractor is performing all services required by the PWS in a timely, accurate and complete fashion.

1. Critical performance processes and requirements. Critical to the performance of managing a program to provide proactive outreach, engagement, and pre-clinical services, including biopsychosocial support, referral, and coaching tailored to military personnel is the timely, accurate and thorough completion of all contract requirements.

2. Performance Standards

a. Schedule - The due dates for deliverables and the actual accomplishment of the schedule will be assessed against original due dates and milestones established for the contract or task order(s).

b. Deliverables – The deliverables required to be submitted will be assessed against the specifications for the deliverables detailed in the contract/task order(s) and the Quality Control Plan

(QCP), if required by the contract, for the required content, quality, timeliness, and accuracy.

c. Past Performance - In addition to any schedule, deliverables, and cost aspects of performance discussed above, pursuant to FAR 42.15, the Government will assess the contractor’s record of conforming to contract requirements and to standards of good workmanship, the contractor’s adherence to contract schedules including the administrative aspects of performance, the contractor’s history of reasonable and cooperative behavior and commitment to customer satisfaction, and the contractor’s business-like concern for the interest of the customer.

3. Surveillance methods: The primary methods of surveillance used to monitor performance of this contract will include, but not be limited to, random or planned sampling, periodic or inspection, and validated customer complaints.