QUALITY ASSURANCE SURVEILLANCE PLAN.pdf

Quality Assurance Surveillance Plan For: Temporary Journeymen Services

Contract Number: pending

Contract Description: Temporary Journeymen Services at the James J. Peters VA Medical Center, for a period of 120 days with an option for an additional 120 days.

Contractor’s name: Pending

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored?

• How monitoring will take place.

• Who will conduct the monitoring?

• 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. 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.

Assigned CO: Andres Cepeda (andres.cepeda@va.gov) Organization or Agency: Department of Veterans Affairs, Regional Procurement Office – East, Network Contracting Office 2

B. 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: Edwin G. Morales, Electrical Engineer, Projects & Planning Section Organization or Agency: James J. Peters VA Medical Center

C. Other Key Government Personnel:

Rosemary Cancel-Santiago, Associate Director Organization or Agency: James J. Peters VA Medical Center

3. CONTRACTOR REPRESENTATIVES

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

A. Program Manager: To Be Determined upon vendor selection

B. Supervisor: To Be Determined

4. PERFORMANCE STANDARDS

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

The Performance Requirements Summary Matrix, paragraph (N/A) in the Performance Work Statement (PWS), includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Contractor agrees to maintain an on-going Quality Management/Assurance Program which include the following activities Quality Assurance: The contractor will be evaluated throughout the contract period in regard to their compliance with all VA quality performance measures and monitors as it pertains to Ambulance Services; proper documentation, adherence to performance measures, timely access, excessive waits/delays, pickup and delivery of special mode.

Additionally patient safety and patient complaints will be researched and addressed as necessary.

TASK # 1

PERFORMANCE REQUIREMENT Job Cleanliness

PERFORMANCE STANDARD

During and after a task, the contractor shall ensure the site is cleaned. There shall not be any leftover material, tools, equipment, or any other components used left behind. If job site was found at an unacceptable level prior to starting, the contractor shall inform the government supervisor for guidance. Job cleanliness shall be a must.

ACCEPTABLE QUALITY LEVEL Not to exceed 2 customer complaints per month

METHOD OF SURVEILLANCE Daily observations

INCENTIVE / PENALTY

Incentive: Favorable contractor performance evaluation

Penalty: Unfavorable contractor performance evaluation

a. Any additional expense cause by contractor delay is borne by the contractor.

b. Delays not approved by the CO/COR may cause Cure Notice action and or termination of the task order.

c. A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to meet delivery requirement.

TASK # 2

PERFORMANCE REQUIREMENT On Time Arrival (0800-1630)

PERFORMANCE STANDARD

The contractor shall arrive on time and promptly report to their immediate government supervisor for tasking. The contractor shall be prepared to work with their work attire and tools ready for tasking on time. It is understood that emergency and accidents may occur to which the contractor shall call or text their immediate government supervisor.

ACCEPTABLE QUALITY LEVEL Not to exceed 2 month

METHOD OF SURVEILLANCE COR Weekly Inspection

INCENTIVE / PENALTY

Incentive: Favorable contractor performance evaluation

Penalty: Unfavorable contractor performance evaluation

a. Any additional expense cause by contractor delay is borne by the contractor.

b. Delays not approved by the CO/COR may cause Cure Notice action and or termination of the task order.

c. A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to meet delivery requirement.

TASK # 3

PERFORMANCE REQUIREMENT Task Completion

PERFORMANCE STANDARD

The contractor to their best ability and in good faith shall perform all task provided in a safe and timely manner. The contractor will be provided with proper guidance and help (if needed), to complete all task assigned. The contractor shall report to the their immediate government supversor when any task is completed and await their next task.

ACCEPTABLE QUALITY LEVEL Not to exceed 2 complaints per month

METHOD OF SURVEILLANCE COR Weekly Inspection

INCENTIVE / PENALTY

Incentive: Favorable contractor performance evaluation

Penalty: Unfavorable contractor performance evaluation

a. Any additional expense cause by contractor delay is borne by the contractor.

b. Delays not approved by the CO/COR may cause Cure Notice action and or termination of the task order.

c. A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to meet delivery requirement.

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

A. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

B. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

C. 100% INSPECTION. (Evaluates all outcomes.)

D. RANDOM SAMPLING. (Designed to evaluate performance by randomly selecting and inspecting a sample of cases.

E. CUSTOMER FEEDBACK/COMMENT CARDS (Evaluates feedback from Veterans receiving transportation service) Insert performance standard(s)

6. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used for measurement will be: meets standards/does not meet standards

7. DOCUMENTING PERFORMANCE

A. Acceptable Performance

The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

B. Unacceptable Performance

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When 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.

8. FREQUENCY OF MEASUREMENT

A. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

B. Frequency of Performance Assessment Meetings.

The COR shall meet with the contractor monthly to assess performance, discuss concerns, and troubleshoot existing problems.

Edwin G. Morales Magriz (COR) Electrical Engineer Projects & Planning Section James J. Peters VA Medical Center