PWS Draft.pdf

PERFORMANCE WORK STATEMENT

ARMED FORCES RETIREMENT HOME

ELECTRONIC HEALTH RECORD SYSTEM

BACKGROUND

The Armed Forces Retirement Home (AFRH) is a Continuing Care Retirement Community (CCRC), dating back to 1851 when it was established as the United States Soldiers Home. In 1991, the AFRH became an independent Federal agency with jurisdiction over its Washington, DC campus and its Gulfport, Mississippi campus which was formerly the United States Naval Home.

In support of the AFRH Resident community in the Independent Living, Independent Living Plus, Assisted Living, Memory Support and Long-term Care populations, AFRH offers records management and health care support through an Electronic Health Records System (EHRS). AFRH maintains an EHRS as mandated by various accrediting entities. With the AFRH’s unique population and requirements, the EHRS services various functional areas within the same electronic record. Functional areas include: Pre- Admissions, Admissions, Finance, Security, Nutrition, Clinical and Nursing. This secure web-based solution incorporates linkages to all functional areas for each Resident to provide an integrated Resident record. The EHRS captures, manages and collaborates with external contracted care processes provided to AFRH Residents as well as billing for Resident fees, ancillary fees and property leases. The AFRH seeks an EHRS capable of supporting the AFRH’s unique requirements by maintaining all current and historical data with minimal disruption in the workflow process.

1. FUNCTIONAL EHRS SYSTEM REQUIREMENTS

1. Requirements for the Integrated Record:

1.1 The system is web-based hosted within a secure FISMA compliant environment.

1.2 The system is reliable, usable, efficient, and capable of interoperability with other health information (electronic and paper-based sources).

1.3 The system allows that data stored once is available for multiple uses.

1.4 The system links pre-admissions, admissions, census, clinical and financial data into the one integrated record.

1.5 The system follows current privacy and operational regulations.

1.6 The system has the capability to provide wireless or hard-wired touch-screen kiosks.

1.7 The system has the ability to integrate with other devices such as tablets, and smart phones.

1.8 The system provides a bi-directional interface with other external systems (laboratory, rehab, pharmacy, etc).

1.9 The system provides data through all functional areas that integrate into one complete record per

Resident.

1.10 The system provides population census data.

1.11 The system captures and manages a Resident record throughout a Resident’s presence at

AFRH.

1.12 The system captures census, leaves of absence, and full Resident information in custom or pre-configured reports by level of care: Independent Living (IL), Independent Living Plus (ILP), Assisted Living (AL), Long Term Care (LTC), and Memory Support (MS).

1.13 The system maintains records of Residents and non-Residents (applicants and those who no longer reside at AFRH) for the requisite time required by Records Management policy.

1.14 The system has provisions for electronic, password protected signatures where required for entries, progress notes, orders, and prescriptions.

1.15 The system must be fully customizable to fit the AFRH’s evolving landscape for Resident admissions, billing and care.

2. Requirements for Resident Information (Pre-Admissions, Admissions Functional Areas)

2.1 The system captures and tracks Resident information and includes information about the recruitment of individuals who apply to AFRH such as Referral/marketing source Application status Waitlist status Facility choice

2.2 The system captures unique applicant information obtained from DD 214 forms to include but not limited to branch of service, pay grade, eligibility, War Theater, prisoner of war, felony, service verification, and service connected disability.

2.3 The system provides for updates to contact information by the Resident’s authorized representative (fiduciary, legal guardian, surrogate decision maker, financial or health care power of attorney and DNR status).

2.4 The system has the capability to maintain applicant data separate from Resident data.

2.5 The system has the ability to capture, track information in custom reports or pre-configured standard reports for pre-admission functions such as referral/marketing sources, application status, waitlist, etc. There are approximately 20 different referral sources which are not hospitals;

they include VFW, American Legion, NCOA, Retired Activity Days, DFV, TREA, etc.). A waitlist is used to identify which campus the prospective resident applied for residency to Washington, Gulfport or both.

2.6 The system has the ability to track and identify applicant/Resident data based on their military service and assess fees based on the assigned percentage of their eligibility.

3. Requirements for Healthcare Clinical Information (Nursing, Wellness, Providers, Optometry, Rehabilitation Services, Recreation Therapy, Security, and Nutrition Functional Areas)

3.1 The system captures and manages medical tasks, medical history, past visits, medications, allergies, provider orders, therapy tracking, progress notes, care plans, dietary progress tracking, incident tracking, lab reports and social work notes.

3.2 The system captures and manages episodic and longitudinal electronic health record information.

3.3 The system has the capability to capture and report resident assessment data.

3.4 The system has the ability to capture resident assessment data used for the Mobile Operating

System (MOS) on wireless or hardwired kiosks.

3.5 The system has the ability to print educational material instructions for a resident or family (for example: medication administration, diabetes education, etc.).

3.6 The system provides a Therapeutic Recreation section for documenting, revising, and updating

Recreation Care Plans and Progress notes quarterly with the ability to update Recreation Assessments annually for the Assisted Living, Memory Support and Long Term Care population.

3.7 The system has clinical and non-clinical Incident Report Data collection and tracking where all data can be broken down and analyzed for each field entered.

3.8 The system has an incident alert which means the ability to alert key personnel when an incident is entered into the system. The report is able to be locked by supervisors to prevent unauthorized changes to the data and key personnel to approve or update with the ability to digitally sign.

3.9 The system has a materials management function, including reorder points, and reorder quantities, as well as an ability to assign materials usage to specific activities and appointments.

3.10 The system has a Rehabilitation Section within the AFRH medical record that has the ability to interface with a contractual rehabilitation company's electronic documentation system in order to view and maintain therapy .care plans, evaluations, and notes.

3.11 The system has a Therapy Restorative Section within the AFRH medical record for the purpose of documentation by therapy and nursing personnel.

3.12 The system has a Social Services Section for documenting Progress Notes (Briggs Form CFS 4- 13HH) with the option for quarterly reviews and psychosocial assessments (IL residents) and updates to the psychosocial assessments for the Assisted Living, Memory Support and Long Term Care population.

3.13 The system has a Nutrition Section for documenting progress notes and nutrition assessments.

3.14 The system has the ability to trend lab data and vital signs in table or graph format.

3.15 The system has the ability to document informed consent of a resident or authorized representative to take psychotropic medications.

3.16 The system has the ability to document Coumadin information and trend a resident's PT/INR and dosing regimen.

3.17 The system has the ability to create 24 hour nursing reports.

3.18 The system shall provide a single integrated solution where providers can setup telehealth appointments, send notifications, initiate sessions, and complete their documentation.

3.19 The system integrates a dictation solution for Provider’s and Nursing forms.

4. Requirements for Scheduling/Flow (Nursing, Wellness, Providers, Optometry, Rehabilitation Services, Recreation Therapy, Security, and Nutrition Functional Areas)

4.1 The system has an appointment and scheduling workflow function, for personnel, resources and residents with the capability to print.

4.2 The system supports the creation of a Face Sheet including identification, date of birth, photo, insurance, care level, location, status, multiple admissions and discharges dates, multiple prioritized emergency and alternate contacts, multiple care providers, hospital, mortuary, advanced directives, diagnosis and allergies. The system has the ability to create face sheets both with and without a diagnosis.

4.3 The system has the ability to integrate with software to create patient identification arm bands.

4.4 The system creates and maintains a Master Patient Index for all residents and is able to track their individual movements.

4.5 The system has the ability to display alerts or important tasks with individual log in.

4.6 The system has the ability for providers 'to individualize their log in screens (i.e. Active problems, medications, appointments, clinical reminders, medication reconciliation, crisis notes, infection control, and administrative notes).

4.7 The system has the ability to develop workflow or processes for individuals or disciplines to complete prior to closing a patient record.

4.8 The system has the ability to track or manage status of resident complaints/ issues.

4.9 The system has the ability to manage a credentialing profile to track and alert the treating physicians/ healthcare providers' licensure expiration.

5. Requirements for Pharmacy (Nursing, Wellness, Providers, Optometry, Rehabilitation Services, Recreation Therapy, Security, and Nutrition Functional Areas)

5.1 The system has pharmacy integration with Computerized Physician Order Entry (POE) system (pharmacy includes: Millennium, Omni-care, and local pharmacies) including electronic medication administration records (eMAR) and electronic treatment administration records (eTAR).

5.2 The system has an embedded rules database that consists of drug formulary rules medication menu, clinical guidelines and protocols, and a medical glossary.

5.3 The system has the ability to create order sets for any specialty.

5.4 The system supports medical diagnosis using ICD 10 (or newer) standard codes.

5.5 The system alerts the prescriber for potential drug-drug interactions, contraindications and/or justification (overrides).

5.6 The system has the ability to document incidents of disruptive or dangerous behaviors, effects of pharmacologic interventions and changes in care plans.

5.7 The system has the ability to e-Prescribe scripts to partnering DOD and commercial pharmacies.

5.8 The system abides by DEA ID proofing and authentication controls for electronic prescribing of controlled substances (EPCS).

6. Requirements for Billing (Finance Functional Area) AFRH does not participate in the Medicare or Medicaid program therefore does not bill based on the Minimum Data Set (MDS). Each resident is billed private pay based on a benevolent percentage and their level of care (IL, ILP, AL, LTC, MS) and also based admitted spouse.

6.1 The system has the ability to provide a secure Host-to-Host ACH funds transfer to the Federal Reserve using the Pay.gov interface.

6.2 The system has the ability to export billing files in XML format for Pay.gov interface (Department of Treasury Requirement).

6.3 The system has the ability to perform Electronic Fund Transfer (EFT).

6.4 The system has the ability to run/print reports such as Non-Sufficient Fund (NSF), Account Receivable, Cancelled check, discharge/ expired report.

6.5 The system has the ability to calculate the resident's fees automatically, after required information is manually entered.

6.6 The system has the ability to re-calculate charges/ fees if there is an increase.

6.7 The system has the ability to calculate charges/ fees for the new calendar year.

6.8 The system has the ability to calculate and print a statement displaying the room rate for each level of care (IL, ILP, AL, LTC, MS).

6.9 The system has the ability to display fixed payments.

6.10 The system has the ability to import account/routing information.

6.11 The system has the ability to perform adjustments/refunds.

6.12 The system has the ability to bill other service charges (i.e. CableTV, property leases, beauty/ barber).

6.13 The system has the ability to prorate the fee amount.

6.14 The system has the ability to perform consolidated billing process.

6.15 The system has the ability to build a bank draft.

6.16 The system has the ability to bill independent of other functionalities within the system (doesn't require diagnosis, doctor information, or MOS/ resident assessment data in order to bill).

6.17 The system has the ability to provide standard and ad hoc reports for the financial portion of data.

7. Requirements for Reporting/Forms (All Functional Areas)

7.1 The system has the capability to generate reports as required by pre-admissions/ admissions census staff, physicians, nurses and clinical staff, including the creation and saving of ad-hoc templates

7.2 The system has the capability to generate a complete medical history for any resident upon request by the AFRH or a resident. Would like a print menu option based on the tabs in a medical chart for all levels of care (IL, AL, Long Term Care) the ability to select and print a complete patient chart upon authorized request. This includes Resident name, date range, and the chart sections similar to a medical chart. The medical history is provided in an electronic or hard copy format.

7.3 The system has the ability to create multiple resident and multiple reports through a mail merge function for pre-admissions, admissions, and clinical

7.4 The system has the capability to accept and view scanned documents, images, and electronic files in a variety of formats (Excel, HTML, PDF, Word) (i.e., x-rays, EKG graphics/tests). Digital Imaging and communications in Medicine (DICOM) compliance is the preferred for medical imaging in x-rays.

7.5 The system has the ability to export/ produce documents, images and electronic files in a variety of formats to include XML (for financial transmissions), Excel, Word, and PDF.

7.6 The system performs internal form and template development, management, trending, tracking and reporting capabilities for all disciplines with drop down box option. For standard notes, procedures, circumstances, and various disciplines, an adhoc reporting capability is also desired.

7.7 The system has drop down menus with selections that are pre-loaded or can be added or edited by an authorized user.

7.8 The system provides the ability to capture information in a format consistent with or identical that can to the following forms, which include but are not limited to:

7.8.1 Authorized for Use or Disclosure of Health Information (AFRH Form 562)

7.8.2 Initial Admission History and Physical Examination (AFRH Form 260) with drop down options

7.8.3 Medical Examination Re-Admission and Yearly Review (AFRH Form 1137) with drop down options

7.8.4 Briggs forms including Pain Evaluation (Briggs Form 3690HH)

7.8.5 Ambulatory Services -Nursing Assessment (AFRH Form 1217A)

7.8.6 Health Record (Standard Form 601)- Immunization, vaccine and sensitivity test history)

(may be copy/image only)

7.8.7 Chronological Record of Medical Care (Standard Form 600)

7.8.8 Wellness Center Encounter Notes

7.8.9 Consultation Sheet (Form 513)

7.8.10 Physician Progress Notes (Form 3221)

7.8.11 Initial Psychosocial Assessment (AFRH Form 1211)

7.8.12 Annual Update/Change of LOC Psychosocial for AL, MS, LTC (AFRH Form 1211B)

7.8.13 Advance Directive (Form 1117A)

7.8.14 Individual resident care plan for Interdisciplinary Care Team (form #3270)

7.8.15 Waiver for deposit of Valuables (Form #198)

7.8.16 Safeguarding resident valuables (form3092 #1170) Interdisciplinary patient educational assessment (Form# 1172)

7.8.17 Optometry Examination (Form 1215)

7.8.18 Incident/ Accident Report, Briggs Form CFS 6-18/2

7.8.19 Investigation Follow Up, Briggs Form

7.8.20 Resident Concern/ Complaint investigation follow up and tracking

7.8.21 Social Service Progress Notes (Briggs Form CFS 4-13HH)

7.8.22 Initial Geriatric Nutrition Assessment (AFRH Form 695)

7.8.23 Nutrition Assessment (AFRH Form 1213)

7.8.24 Geriatric Depression Scale (GOS)

7.8.25 Mini-Mental Status Examination (MMSE)

7.8.26 Resident Fee Assessment Form

7.8.27 Resident and Family Clinical Education/ Training (such as: diabetes, cholesterol,at home therapy, medication safety)

8. Requirements for Information Assurance (All Functional Areas)

8.1 The system provides security and privacy for confidential records.

8.2 The system has the capability to archive all system data, and feature a system/process to ensure data backup.

8.3 The system provides the ability to require authentication and transaction audit capabilities.

8.4 The system provides Continuity of Operations (COOP) capabilities.

8.5 The system supports single sign-on authenticated access.

8.6 The system supports electronic signature.

8.7 The system has the ability to restrict access based on source Internet Protocol appearance.

9. Requirements for Standards and Compliance (All Functional Areas)

9.1 The system has Certified Ambulatory EHR by the Certification Commission for Health Information

Technology (CCHIT®).

9.2 The system complies with Health Level Seven (HL7) v2.x (or newer) standards for the exchange, integration, sharing, and retrieval of electronic health information.

9.3 The system maintains and protect information residing on the EHRS, whether web-based or server-based in accordance applicable HIPAA privacy and security requirements as well as other state and Federal regulations, including the Federal Information Security Management Act (FISMA) or comparable SAS-70 requirements.

10. Requirements for Interoperability (All Functional Areas)

The EHRS application automates health delivery processes and seamlessly exchanges clinical (EHR) information through the use of standard-based information exchange methods to interact with local or remote application registries, and directories.

10.1 The system has the ability to transfer data to and from existing Health Information Exchanges using HL7 interfaces or the most recent standard with vendors to include but not limited to Casamba, PharmaLife and PharMerica.

10.2 The system has the ability to exchange resident health information with the Department of Defenses' AHLTA database and the Veteran's Administration's Vista database.

10.3 The system has the ability to exchange resident health information with local private hospitals.

10.4 The system has the ability to exchange information bidirectional and unidirectional.

11. Requirements for Hosting (All Functional Areas)

11.1 The vendor has the capability of providing hosting services in a secure and regulatory-compliant environment (Federal Information Security Management Act; HIPPA, etc.) to include housing, serving, and maintaining files in a stable, scalable manner including continuity of operation capabilities.

11.2 All records generated by the EHRS contractor are the property of the Government.

11.3 The EHRS vendor provides technical support (live and web-based) during business hours

Monday through Friday 8am-6pm EST.

11.4 System reliability and uptime is 95%.

11.5 All software updates are completed during non-business hours.

12. Requirements for Training (All Functional Areas)

12.1 The vendor provides on-site in person or webinar training at each AFRH community (Gulfport and

Washington).

12.2 The vendor provides written material to augment the training.

13. Requirements for 508 Compliance (All Functional Areas)

13.1 All electronic and information technology (EIT) meets the applicable accessibility standards at 36

CFR 1194, unless an agency exception to this requirement exists (36 CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended).

13.2 All EIT either: (1) meets the technical provisions of the Section 508 Access Board Standards applicable to a given procurement (see below); or (2) uses designs or technologies as alternatives to those prescribed in the specified technical provisions, provided they result in substantially equivalent or greater access to and use of a product for people with disabilities.

13.3 The Contractor ensures that the implemented EHMR system complies with 36 CFR 1194 standards: 1194.22 Web-based intranet and internet information and applications.

13.4 The standards do not require the installation of specific accessibility-related software or the attachment of an assistive technology device, but merely require that the EIT be compatible with such software and devices so that it can be made accessible if so required by the agency in the future.

13.5 Contractor submits a completed Voluntary Product Accessibility Template (V PAT) for each EIT product and service listed in their proposal. By completing the VPAT the Offeror represents that the products and services offered comply with the Electronic and Information Technology Accessibility Standards at 36 CFR 1194, unless stated otherwise within the VPAT form. The Offeror indicates, for each line item, whether each product or service is compliant or noncompliant with the accessibility standards at 36 CFR 1194.

2. DOCUMENT RETENTION, CONFIDENTIALITY, AND WORK-PRODUCT OWNERSHIP

All information made available to the Contractor for purposes of fulfilling the contract shall be treated as confidential. Any information which comes into the possession of the Contractor during the contract period, and any such information developed by the Contractor during such contract period are also to be considered confidential. Such information is to be used only for the express purpose of completing the contract or otherwise assisting AFRH to accomplish its purposes, and will not be disclosed to any other individual or firm outside of the United States Government. Further, all discussions connected with conducting the evaluation and all analysis associated, without limitation, any comments, advice or recommendations given by any Contractor to AFRH, are to be treated as confidential and will not be disclosed to any individual or firm not participating in such review and/or evaluations. All applications, review documentation, and other information made available to the Contractor either in hardcopy or electronic form in the Contractor’s possession at the end of the contract period (i.e., once AFRH provides written confirmation that the contract has been completed in an acceptable manner) must be returned to AFRH. All work-product created by the Contractor pursuant to any contract is the property of AFRH and shall not be used, retained by the Contractor, or disclosed to any other party. Instructions for returning such documents will be provided at the time of initiation of the contract.

3. ADDITIONAL REQUIREMENTS

a. Installation

Contractor shall successfully install any required interfaces for the EHRS System (forms, external bi-d or other medical equipment) within 30 calendar days after the performance start date.

b. Training The Contractor shall train identified Government personnel on newly installed modules, reports, forms or software so that they are fully capable of operating each prior to the end of the installation completion date.

c. Documentation Contractor is responsible for providing all end-user and system documentation as it relates to training and system software. The Contractor shall provide all updates, enhancements, and customizations of the documentation.

d. Maintenance, including enhancements and customization System downtime not caused by preventive maintenance shall not exceed 2 hours in duration.

Maintenance downtime shall be coordinated with the Contracting Officer's Representative (COR) and scheduled in off-peak hours.

e. Progress Reports

The contractor will be responsible for reporting on any System Implementation Milestone Plans (SIMP) on a monthly basis or more often at the request of the COR. The contractor shall submit the SIMP within 15 days after contract award.

4. OTHER REQUIREMENTS

4.1 The Contractor, although in fact not a Government employee, shall comply with Executive Order

11222, May 8, 1965, "Prescribing Standards of Ethical Conduct for Government Officers and Employees," and shall also comply with AFRH regulations implementing this Executive Order.

4.2 All Contractor personnel shall adhere to the authorized speed limits while operating vehicles on the grounds of the AFRH-Washington (AFRH-W) or AFRH-Gulfport (AFRH-G). Contractor vehicles shall only be parked in areas as directed by the COR. Contractor personnel are required to comply with District of Columbia and Gulfport, MS laws, which require seat belts to be used at all times and restricts cell phone use. Speed limits on AFRH-W and AFRH-G grounds are 15 mph unless otherwise posted. Only 5 mph is permitted through the shops and service area.

Contractor personnel driving a motor vehicle on AFRH property cannot use a cell phone unless the vehicle is safely parked or the driver is using a hands-free device.

4.3 Employee Conduct - All Contractor employees shall conduct themselves in accordance with the standards established by the Office of Government Ethics. No Contractor employee shall accept money or gifts from Residents. Contractor employees are prohibited from entering the occupied rooms of independent living residents, without the prior approval of the COR. Any violation of the above will result in immediate removal of the employee by AFRH security.

4.4 Alcohol and Illegal Drug Use - The contractor shall not allow any employee to perform work when the employee is under the influence of alcohol, illegal drugs or prescription drugs which can adversely affect the employee's ability to perform their duties in a safe manner. Employees found to be under the influence of alcohol or illegal drugs will be immediately removed from AFRH. The threshold for being under the influence of alcohol or illegal drugs is the same as that established by current laws for vehicle operation. The contractor is responsible for establishing the method(s) by which employees will be determined to be under the influence of alcohol or illegal drugs. The Government reserves the right to require any employee that the Government deems as displaying errant or unexplained behavior be removed from AFRH and immediately tested.

4.5 Personnel - All Contractor personnel must be able to obtain the proper clearance required to receive a Campus pass. In addition, Contractor personnel shall present a neat appearance. The Government is authorized to restrict the employment under the contract of any Contractor employee or prospective Contractor employee, who is identified as a potential threat to the health, safety, security, general wellbeing, or operational mission of the campus and its population.

4.6 Traffic Laws - The Contractor and its employees shall comply with campus traffic regulations.

Anyone driving a motor vehicle on the AFRH campuses cannot use a cell phone unless the vehicle is safely parked or the driver is using a hands-free device. The enforcement of this policy impacts ALL contractors who conduct business on the AFRH campuses.

5. IDENTIFICATION BADGES

The Government will issue identification badges with name and photo at no cost to the Contractor.

Contractor employees shall wear the Government issued identification badge over the front of the outer garment. When a contractor employee leaves the Contractor’s service, the employee’s identification badge shall be returned to the Government within two (2) days of departure.

6. GOVERNMENT FURNISHED EQUIPMENT

No Government Furnished Equipment will be provided.

7. GOVERNMENT FURNISHED INFORMATION

Will be made available as needed to fulfill the terms of the contract.

8. CONTRACTING OFFICER AUTHORITY

In no event shall any understanding or agreement between the Contractor and any Government employee other than the Contracting Officer on any contract modifications, change orders, letter or verbal direction to the Contractor be effective or binding upon the Government. All such actions must be formalized by the proper contractual document executed by the appointed

Contracting Officer. The Contractor is hereby put on notice in the event a Government employee other than the Contracting Officer directs a change in the work to be performed or increases the scope of work to be performed, it is the Contractor’s responsibility to make inquiry of the Contracting Officer before making the deviation. Payments will not be made without being authorized by the appointed Contracting Officer with the legal authority to bind the Government

9. CONTRACT TERM

The period of performance will be for a Base Period (12 months duration)

10. PAST PERFORMANCE EVALUATION

This contract is subject to a performance evaluation. Following the end of each contract period and at contract completion, a completed Government evaluation shall be forwarded to the Contractor. The Contractor may submit written comments, if any, within the time period specified in the evaluation transmittal. The Contractor’s comments shall be considered in the issuance of the final evaluation document. Any disagreement between the parties regarding the evaluation shall be forwarded to the Bureau Chief Procurement Officer (BCPO). The final evaluation of the Contractor’ performance is the decision of the BCPO. A copy of the final performance evaluation report will be sent to the Contractor and to the Government’s past performance database at www.ppirs.gov.

11. PERFORMANCE REQUIREMENTS SUMMARY

The Contractor service requirements are summarized into performance objectives that relate directly to the mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Task

Required Outcomes

Performance

Standard

Monitoring

Method

Incentive/ Disincentive

PWS

The required deliverables shall be completed in accordance with the

PWS.

100% compliance Review of Work Products

Past Performance Evaluation.

System Implementation Milestone Plan (SIMP) will be completed as submitted after acceptance by the

AFRH.

100% compliance Review of Work Products

Progress Reports completed as stated in the PWS.

100% compliance Review of Work Products

12. QUALITY CONTROL

The Contractor shall develop and maintain a quality control plan to ensure services are performed according to this PWS. The plan shall be submitted for Contracting Officer approval within 15 days after contract award. The Contractor shall implement procedures to identify, prevent and ensure non-recurrence of defective services. The Contractor’s quality control plan will include these elements:

Performance objectives in the SDS Method and timeframe for responding to customer complaints Progress meetings with Government representatives

13. QUALITY ASSURANCE SURVEILLANCE PLAN

The Government will periodically evaluate the Contractor’s performance in accordance with the Quality Assurance Surveillance Plan (QASP). The purpose of the QASP is to ensure reliable, uninterrupted services are provided in accordance with the PWS. The plan will also ensure unnecessary complaints and acceptable performance.

The Government’s QASP includes the following elements:

Acceptance of the Contractor’s Quality Control Plan Periodic inspection of the Contractor’s work Communicating customer complaints Progress meetings with the Contractor

The implementation of this QASP does not relieve the Contractor of the responsibility to implement and abide by the quality control plan incorporated into this contract. At the Contracting Officer’s discretion, the Contractor may incur a payment deduction for lack of compliance with the quality control plan.

15. RANDOM EVALUATION

This method employs a “spot check” style of evaluation and may be adjusted, based on quality trends.

The Government retains the right to inspect all requirements of the contract. Unacceptable performance will be recorded and the Contractor shall be required to correct the unacceptable condition within a 24-hour time period. If the Contractor does not correct the unacceptable condition within 24-hours, the COR will notify the Contracting Officer who will take appropriate administrative action for unacceptable performance.

16. GOVERNMENT REMEDIES

The Contracting Officer will follow FAR 52.212-4, Contract Terms and Conditions – Commercial Items (May 1997), for Contractor’s failure to perform satisfactory services or failure to correct non-conforming services.