QUALITY ASSURANCE SURVEILLANCE PLAN NEW 1.pdf
PDF 170 KB Posted
- Attached to
- R426--FY26 Northport Switchboard Services
- Solicitation number
- 36C24226Q0358
About this file
This is a Quality Assurance Surveillance Plan for switchboard services at Northport VA Hospital. The document establishes the government's monitoring and evaluation framework for contractor performance using assessment and surveillance methods including customer feedback, management information systems, periodic observation, random sampling, and telephone switchboard traffic analysis.
The plan defines five performance standards for switchboard services with specific acceptable quality levels and surveillance methods. Task 1 requires 95% coverage compliance during normal operations and emergencies, with observation and random inspection as surveillance methods. Task 2 mandates 96% compliance for answering incoming calls within five rings with the prescribed greeting "This is the Northport VA Hospital. How may I direct your call?" using random inspection. Task 3 establishes a 96% standard for courteous and professional call handling while maintaining compliance with Federal and VAMC policies on Release of Information and Privacy, with inspection as the surveillance method. Task 4 requires 98% compliance for properly routing all incoming calls, including internal transfers, off-station calls, conference calls, and staff paging while protecting information under the Privacy Act of 1974, using observation and customer complaints as surveillance methods. Task 5 mandates 97% compliance that operators screen calls appropriately, reject collect calls, and do not misrepresent themselves as VA employees, monitored through observation and customer complaints. The plan includes provisions for regular performance evaluation meetings between the Project Manager, Contracting Officer's Representative, and Contracting Officer, with formal documentation of findings and dispute resolution procedures aligned with the contract's Disputes Clause.
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Other files
| File | Type | Posted |
|---|---|---|
| 852.219-75 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING-CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION.doc | DOC document | |
| BUSINESS ASSOCIATE AGREEMENT.doc | DOC document | |
| P07. Wage-NP.pdf | ||
| PERSONNEL LIST.docx | DOCX document | |
| APPENDIX C VA INFORMATION AND INFORMATION SYSTEM SECURITY CLAUSE.doc | DOC document | |
| 36C24226Q0358.docx | DOCX document |
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Text version
QUALITY ASSURANCE SURVEILLANCE PLAN
1. The government shall monitor and evaluate the contractor’s performance using a combination of assessment and surveillance methods. These may include, but are not limited to:
a. Customer feedback/complaints
b. Management information systems
c. Periodic observation and review of services
d. Random sampling
e. Telephone switchboard traffic analysis
2. Performance Evaluation Meetings
The PM shall meet with the COR on a regularly scheduled basis to discuss and evaluate performance.
a. The issuance of a Contract Discrepancy Report (CDR) may be cause for scheduling of a meeting of the PM, CO, and the COR. A mutual effort shall be made to resolve all problems identified. The Government shall prepare written minutes of this meeting. Minutes of these meeting shall be signed by the PM, CO and COR. Should the PM not concur with the minutes and action taken at the meeting, he/she shall state in writing to the CO any areas wherein he/she does not concur and explain the reason(s) for nonoccurrence. The CO shall notify the PM in writing of his final decision. A dispute over the CO’s decision shall be handled in accordance with the Disputes Clause of the contract.
3.Performance Standards
Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.
Task ID Indicator Standard Acceptable
Quality Level
Method of Surveillance
Switchboard Services
The Contractor is responsible for providing the appropriate coverage for the day’s workload.
The Contractor is also responsible for providing backup coverage for unexpected staff absence(s).
Coverage shall be provided during any period of emergency or crisis, including bomb threats, blizzards, tornadoes, etc.
Day shift Monday through Friday may require additional operators from 7:00am-6:30pm due to the quantity of incoming calls.
95% Observation and random inspection.
Incoming calls will be answered within five (5) rings and routed appropriately.
“This is the Northport VA Hospital. How may I direct your call?”
96% Random inspection
Quality Level
Method of Surveillance
The Contractor is required to use telephone courtesy and tact when dealing with a diverse group of callers, sometimes under very complex and stressful circumstances.
Operators will process all calls in the most courteous and professional manner, ensuring compliance with Federal and VAMC policies on Release of Information and Privacy, and safeguarding all patient information in accordance with the Privacy Act of 1974.
96% Inspection
Switchboard Services 4
The Contractor will handle all incoming calls, referring them to the appropriate extension and/or party.
This will include internally directed calls back to the consoles, call transfers, off-station calls, conference calls, and paging Medical Center staff as requested.
In the performance of official duties, the switchboard must be protected under the provisions of the Privacy Act of 1974, as amended, and other applicable law and regulations.
98% Observation and Customer Complaints
Quality Level
Method of Surveillance
Operators will screen calls for general information and, only to the extent necessary, ensure caller satisfaction.
Collect calls shall not be accepted for any reason.
The Contractor shall ensure that Operators are not misrepresenting themselves as VA employees.
97% Observation and Customer Complaints
File details come from the government source that posted it. Updated .