QASP Phone Answering Services - Philadelphia VAMC.pdf
PDF 262 KB Posted
- Attached to
- Philadelphia VAMC Phone Answering Services
- Solicitation number
- 36C24426Q0223
About this file
This is a Quality Assurance Surveillance Plan (QASP) for Philadelphia VA Medical Administrative Support Services that establishes the framework for monitoring contractor performance throughout the contract period.
The QASP designates the Contracting Officer (CO) as responsible for ensuring contract compliance and final determination of performance adequacy, while the Point of Contact Representative (POCR) handles technical administration and maintains the quality assurance file. The POCR conducts monthly Quality Assurance Surveillance performance reviews and is not empowered to make contractual commitments or authorize changes. The contractor must designate a Program Manager and other personnel upon contract award. Performance monitoring focuses on three primary tasks: (1) Basic administrative support duties in accordance with the Performance Work Statement (PWS), monitored through 10% audits; (2) Weekly attendance with a minimum of 36 hours per week, also monitored through 10% audits; and (3) Customer Service performance per the PWS, monitored through 10% audits. All three performance requirements are measured against the standard "IAW PWS" (In Accordance With Performance Work Statement). Contractors failing to receive satisfactory evaluations risk non-exercise of contract options and adverse past performance reports. The QASP is designated as a living document subject to revision in coordination with the contractor, with copies provided to both the contractor and government personnel implementing surveillance activities.
View the file
Other files
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
QASP for Philadelphia VA Medical Administrative Support Services
Section O - Quality Assurance Surveillance Plan (QASP):
Contractor’s name: Upon award, Government will enter Contractor’s name (hereafter referred to as the
Contractor).
1. PURPOSE
This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:
a. What will be monitored
b. How monitoring will take place
c. Who will conduct the monitoring
d. 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. 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. The POCR is responsible for technical administration of the contract and shall assure proper
Government surveillance of the Contractor’s performance. The POC shall keep a quality assurance file. The POC is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.
c. The POC shall perform a Quality Assurance Surveillance performance review on a monthly basis.
3. CONTRACTOR REPRESENTATIVES
The following employees of the Contractor serve as the Contractor’s program manager for this contract.
a. Program Manager – Government will enter name upon contract award.
b. Other Contractor Personnel - Government will enter other names upon contract award.
4. PERFORMANCE REQUIREMENT SUMMARY
The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required foreach requirement. These thresholds are critical to mission success.
Quality Assurance Surveillance Plan
Internal Support Contract
TASK PERFORMANCE
STANDARD
MONITORING METHOD INCENTIVE
1.Basic administrative support duties
IAW PWS 10% Audit Note 1
2.Weekly attendance (minimum of 36 hours per week)
IAW PWS 10% Audit Note 1
3.Customer Service IAW PWS 10% Audit Note 1
Note 1: A contractor not receiving a satisfactory evaluation may be in danger of not having options exercised or receiving an adverse past performance report.
Performance Requirements Summary
The contractor service requirements are summarized into performance objectives that relate directly to 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.
Quality Assurance Surveillance Plan
Internal Support Contract
TASK PERFORMANCE STANDARD
MONITORING
METHOD
INCENTIVE
1. Basic administrative support duties IAW PWS 10% Audit Note 1
2. Weekly attendance:
(minimum of 36 hours per week)
IAW PWS 10% Audit Note 1
3. Customer Service IAW PWS 10% Audit Note 1
Note 1: A contractor not receiving a satisfactory evaluation may be in danger of not having options exercised or receiving an adverse past performance report.
File details come from the government source that posted it. Updated .