S02 Attachment 1 - Quality Assurance Surveillance Plan Boots on the Ground.docx

This is a Quality Assurance Surveillance Plan (QASP) document for the Boots on the Ground Services contract supporting the VA's Community Programs, Integrated Services for Veterans in Hawaii (CPIVH) under the Veterans Health Administration. The QASP establishes performance metrics and monitoring procedures to ensure the contractor delivers compliant, high-quality services for tailored outreach, needs assessment, and resource connection to Veterans across Hawaii, the continental U.S., and U.S.-Affiliated Pacific Islands.

The plan defines measurable performance standards across key service delivery areas, including timeliness of outreach and response to veteran inquiries, accuracy of needs assessments, appropriate resource connections, and documentation compliance. It outlines the Government's surveillance methodology through periodic reviews, data analysis, case file audits, and performance reporting mechanisms. The QASP establishes quality thresholds and acceptance criteria for contractor performance, with procedures for identifying deficiencies and implementing corrective action requests. It designates Government surveillance personnel responsible for monitoring contract execution and specifies the frequency and scope of quality reviews to ensure the contractor meets all contractual obligations while maintaining effective support for the veteran population served through CPIVH and the VA's broader community engagement mission.