QASP - Megabus.pdf

D.1 INFORMATIONAL PURPOSES ONLY

QUALITY ASSURANCE SURVEILLANCE PLAN

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

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.

b) Assigned CO: <Upon award, Government will enter name.>

c) Agency: Department of Veterans Affairs, Office of Acquisition and Materiel Management

d) 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: <Upon award, Government will enter name.

e) Other Key Government Personnel - <Upon award, Government will enter name, if applicable. This may include Performance Monitors, Clinical Quality experts, etc. who act on behalf of the COR to monitor performance.>

The following employees of the contractor serve as the contractor's program manager for this contract.

a) Program Manager-

b) Other Contractor Personnel –

The Performance Requirements Summary Matrix listed below includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

The AQL for these services will be rated as unacceptable, acceptable or neutral. The COR will document all performance results. Any report may be included in the support documentation for this contractual action.

If unacceptable performance occurs, the COR shall inform the contractor. This should be in writing unless circumstances necessitate verbal communication.

In any case the COR shall document the discussion and place it in the COR file. If the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. The COR shall meet with the contractor as designated below to assess performance and shall provide a written assessment. After award, the contractor's Program Manager and the COR shall sign this document.

Service Summary and Performance Measures:

Performance Objective Required Service

(task or deliverable) Performance Standard Method of Surveillance

This is the desired outcome

(What do we want to accomplish as the end result of this contract?)

What task must be accomplished to give us the desired result?

Error Rates, Accuracy Rates, completion of milestones, cost control, staying within the targeted cost. The government must set these standards.

COR, RCS, CO, Contractor Reports Verbal or Written (as indicated) and Observations

Develop a four (4) - six (6) day retreat program for clients

A four (4) - six (6) day program with details of activities and expected outcomes

Reviewed and accepted by

COR

RCS/COR

Analysis of progress reports

Provide at least three (3) different acceptable retreat settings and program agendas for the planned retreats

Name/Location of retreat settings with available sites 100 days prior to event dates

Reviewed and accepted by

COR

RCS/COR

Provide the lodging;

transportation; meals and staff to conduct each four (4) - six

(6) day retreat

Transportation; lodging;

meals, etc

Reviewed and accepted by participating RCS staff

RCS/COR

Provide a detail pre-event report and a conference call to the designated RCS staff and COR 90 days prior to each scheduled event

Present activities schedule for review and approval

Reviewed and accepted by participating RCS staff within 5 business days after receipt

RCS/COR

Provide a detailed post event report for each retreat within two (2) weeks after the retreat event

Completed Report Provide contractor’s staff notes on participation of attendees during the activities; met delivery requirements, met budgetary restraints as proposed.

Acceptance of RCS/ COTR RCS/COR Valid User/Customer Input

(Negative and Positive)

Provide a “lessons learned” synopsis following each retreat within two weeks of retreat event

Completed Report Identify problems encountered during the event and positive outcomes observed by contractor’s staff.

Acceptance of RCS/COTR RCS/COR Direct observation during pre and post events and contractor reports

Obtain acceptable perceived outcome ratings that met the program agenda requirements

Survey participants prior to retreat event and post retreat event to accurately reflect outcome results.

Reviewed and accepted by

COR

Participant survey:

1.) Quantitative: participant personal goals; positive impact of the retreat effort.

2.) Qualitative: retreat environment.