Solicitation Attachment - QASP 2020 (as of 7MAY2020).pdf

OFFICE OF PATIENT CENTERED CARE & CULTURAL TRANSFORMATION/

EMPLOYEE EDUCATION SYSTEM

QUALITY ASSURANCE SURVEILLANCE PLAN

Education Services for Whole Health – Reduced Scope

ACQUISITION SENSITIVE

DRAFT – 06-17-14

Contractor Name: TBD Contract Number: TBD Contracting Officer’s Representative (COR): Kelly Howard VHA Program Manager: Kelly Howard

1. Quality Assurance Surveillance Plan (QASP)

This Quality Assurance Surveillance Plan (QASP) provides a systematic method of evaluating performance against the Performance Standards. This QASP will provide answers to the following questions: What will be monitored? How will monitoring take place? How will monitoring efforts and results be documented?

This QASP does not detail how the Contractor accomplishes the work. Rather, it has been created with the premise that the Contractor is responsible for the management and quality control actions necessary to meeting 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 will coordinate all changes with the Contractor.

1.1 Objective

The QASP is designated to provide the Contracting Officer Representative (COR) with an effective and systematic surveillance method to perform inspections so that the Government can ensure that services are provided at an acceptable quality level.

1.1.1 Monitoring

As described below under “Surveillance Methods,” this QASP directs the monitoring of the Contractor’s performance of the work defined in the Performance Work Statement (PWS).

1.2 Performance Indicators and Acceptable Quality Levels

Performance measures and acceptable quality levels are described in the Performance Requirements Summary (PRS), Section 2.

1.3 Surveillance Methods

1.3.1 The Program Manager (PM) and COR will perform 100-percent inspection of the services covered under the contract. This means that every time a task is performed or items are delivered, inspection will be accomplished. The COR will certify an invoice for payment processing after the PM receives and recommends acceptance of the services/deliverable. This process will be used for approval of payment for the Contractor’s invoices and will serve as the mechanism to document that the overall performance of the Contractor has been acceptable for the period of time covered by the invoice.

1.3.2 The PM/COR will receive all documents as noted in the performance report survey

(PRS). The Contractor shall document performance on a monthly performance report and on the PRS. The COR will review and accept or reject the performance as shown, documenting corrective actions needed for each performance standard as outlined in the PRS. Following the review of the monthly performance report, and the PRS, the Contractor shall complete the corrective action(s) to meet performance standards and document that activity in their next monthly report.

1.3.3 Any non-conformance with contract requirements is considered a deficiency. The term “deficiency” refers to an output that does not meet the contract standards and is therefore recorded as “unacceptable.” When an “unacceptable rating” is recorded by the COR, the specific reason for the unacceptable performance will be recorded in the COR surveillance file, along with the date of the deficiency.

1.3.4 The COR will require the Contractor to correct the unacceptable performance or delivery immediately, if possible, and document in their COR file the status of the deficiency. Corrections by the Contractor shall still be counted as a deficiency.

1.3.5 The PM shall notify the COR of deficiencies. The COR will contact the responsible

Contractor representative to inform them of the deficiency. The COR shall note the date and time the deficiency was discussed with the Contractor representative in their surveillance file.

1.3.6 The VHA PM will review the corrective actions taken by the Contractor to resolve a discrepancy and shall notify the COR of acceptance.

1.3.7 The VHA PM or the COR will immediately notify the Contracting Officer (CO) of serious performance problems that jeopardize the overall successful completion of the contract or are continually encountered. The CO will determine the appropriate response to make to correct the situation and protect the Government’s interest.

1.4 Acceptable Quality Level

For this effort, the only Acceptable Quality Level is 100-percent conformance. The Surveillance Method will be 100-percent inspection of tasks and deliverables.

2. Performance Requirements Summary (PRS)

For all of the tasks defined below, the Performance Standard is defined as “Work being completed within established timeframes.”

Performance Indicator

Standard

Minimum Acceptable Standard

Method/Frequency of Surveillance

Contractor Project Management Plan (CPMP)

Contractor Project Management Plan (CPMP) is comprehensive, and risks are identified and quantified and include a mitigation plan; schedules present a work breakdown structure including associated activities with start and finish dates; and communications address internal and external customers and stakeholders.

Updates are provided in a timely manner and are thorough and complete.

Two or fewer instances where significant errors or omissions were identified

Monthly 100% review of CPMP

Standard

Method/Frequency of Surveillance

Reports Reports are submitted on time and include those topics described in the Performance Work Statement, agreed to in the Project Management Plan and as requested for special reports;

necessary clearances are obtained as needed in a timely manner.

Two or fewer instances where significant errors or omissions were identified

Monthly 100% review of Reports

Customer Service and Project Coordination

Contractor demonstrates sound customer service principles and project coordination efforts are timely, appropriate and cooperative to the Office of Patient Centered Care and Cultural Transformation

Zero instances where significant errors or omissions were identified

Monthly 100% review of Reports

Effective transfer of knowledge to each student

VA employees develop an understanding of class content and are able to apply PCC concepts at their workplace.

Zero instances where significant errors or omissions were identified

Monthly 100% review Student Evaluation Synopsis Report

Standard

Method/Frequency of Surveillance

Whole Health Education Courses

Education Programs respective Training Plans appropriately identify training requirements and resources, e.g., audience, roles and responsibilities, delivery method, evaluation, duration, strategies, schedules, dependencies, constraints, limitations, pre-requisite activities, and course curriculum and materials.

Zero instances where significant errors or omissions were identified

Monthly 100% review of contract deliverables

2. Deliverable Schedule

Deliverable Description Quantity Due Date

5.1.1 Develop detailed written Contractor

Project Management Plan (CPMP)

1 Within 5 days of contract award

5.1.1.2 Deliver an oral presentation and a

written kick-off briefing

1 Within 5 days of contract award

5.1.1.3 Attend two-day face-to-face 1 Within 30 days of

contract award

5.1.2.1 Deliver monthly electronic contract

status reports

12 Due on the first

Monday of each month

5.2.1 Deliver Whole Health in Your

Practice

12 Within 365 days of contract award

5.2.1.1 Update Whole Health in Your

Practice

1 Within 180 days of contract award

5.2.2 Deliver Whole Health for Pain and

Suffering

12 Within 365 days of contract award

5.2.2.1 Update Whole Health for Pain and

Suffering

1 Within 180 days of contract award

5.2.3 Deliver Eating for Whole Health 12 Within 365 days of

contract award

5.2.3.1 Update Eating for Whole Health 1 Within 180 days of

contract award

5.2.4 Deliver Whole Health for Mental

Health

12 Within 365 days of contract award

5.2.4.1 Update Whole Health for Mental

Health

1 Within 180 days of contract award

5.2.5 Deliver Whole Health Clinical Care

Symposium

Within 365 days of contract award

5.2.5.1 Update Whole Health Clinical Care

Symposium

1 Within 180 days of contract award

5.3.1 Deliver Whole Health Coaching

Foundations

12 Within 365 days of contract award

5.3.1.1 Update Whole Health Coaching

Foundations

1 Within 180 days of contract award

5.3.2 Deliver Whole Health Coaching

Certification

8 Within 365 days of

5.2.1.1 Update Whole Health Coaching 1 Within 180 days of

Certification contract award

5.3.3 Deliver Whole Health Mentor 6 Within 365 days of

contract award

5.3.1.1 Update Whole Health Mentor 1 Within 180 days of

contract award

5.4.1 Develop two-day advanced Whole

Health inter-professional educational program

1 Within 180 days of contract award

5.4.1.1 Deliver two-day advanced Whole

Health inter-professional educational program

2 Within 365 days of

5.4.1.2 Update two-day advanced Whole

Health inter-professional educational program

2 Within 180 days of

5.4.2 Develop half-day advanced Whole

programs

2 Within 180 days of contract award

5.4.2.1 Deliver half-day advanced Whole

Health inter-professional educational programs

4 Within 365 days of

5.4.2.2 Update half-day advanced Whole

program

2 Within 180 days of

5.4.3 Develop and execution of

evidenced-based education evaluation plan that tracks, assesses and evaluates the effectiveness of the Whole Health inter-professional educational programs

2 Within 365 days of contract award

5.4.4 Deliver web-based course aligned

with each Advanced Whole Health inter-professional educational program

2 Within 365 days of

5.5.1 Deliver plan for training and 1 Within 90 days of

continued development of highly skilled national and local faculty contract award

5.5.2 Development and training of highly

skilled VHA faculty

94 Within 210 days of

5.6.1 Deliver education content for

Veteran access that is aligned with

Whole Health education content created for VHA staff

1 Within 120 days of contract award

5.6.2 Update the Passport to Whole

Health reference manual that supports all educational courses

Within 180 days of

5.6.3 Update the content of local

education faculty toolkits

Within 180 days of

5.7.1 Deliver Whole Health Facilitated

Groups Train-the-Trainer

2 Within 365 days of contract award

5.7.2 Update Whole Health Facilitated

Groups Train-the-Trainer

1 Within 180 days of contract award

5.8.1 One additional faculty for a two-day

course

12 Within 365 days of contract award

5.8.2 One additional faculty for a three-

day course

12 Within 365 days of contract award

5.8.3 One additional admin for a two-day

course

12 Within 365 days of contract award

5.8.4 One additional admin for a three-day

course

12 Within 365 days of contract award

5.9.1 Significant updates to course

curriculum

4 Within 365 days of

2.1 A formal “Inspection Checklist” may be used and adjusted as the COR determines appropriate to fit the need. Revisions to this QASP may be made during the life of the contract. Revisions, if needed, will be requested by the COR to the CO. The CO will formally incorporate the change(s), in writing, prior to implementation.

2.2 The specific deliverables dues dates will be appended to this QASP once the

Contractor’s project schedule and plan are accepted by the Government.

APPROVED

Kelly Howard Director of Whole Health Education Date Contracting Officer’s Representative (COR)

APPROVED

Amy Ritchey Date Contracting Officer vhamwvritcha Highlight