SOW (Tentative).pdf

B.2 STATEMENT OF WORK

1.0 General Information

1.1 Title of Project

The title of this project is the VA National Dental Laboratory Products and Services outsourcing contract. Short Title: Dental Laboratory Service, Follow-On.

1.2 Background

The U.S. Department of Veterans Affairs (VA), through the Veterans Health Administration

(VHA), operates the nation’s largest integrated direct health care delivery system. VHA’s health care delivery network includes 170 VA Medical Centers and (VAMC), 1,065 community-based outpatient clinics (CBOCs). VA is organized into 19 geographically defined Veterans Integrated

Service Networks (VISNs). Although policies and guidelines are developed at VA headquarters, and applied throughout the system, management authority for basic decision making and budgetary responsibilities are delegated to the VISNs. VAMCs within each VISN refer dental laboratory work to VA Central Dental Laboratory (CDL) and to local commercial dental laboratories to perform required services.

The VA, through the VHA, operates the nation’s largest integrated direct health care delivery system. The VHA health care delivery network includes 240 locations where dental care is delivered to Veteran patients.

Dental Services at the medical facilities access dental laboratory services in a variety of ways including in-house dental laboratories, local contracts, and the VA Central Dental laboratory in

Dallas TX.

The VA Dental Care serves as the foundation and first point of contact within the health care system for enrolled, eligible Veterans’ dental needs. Dental benefits are provided by VA according to law. In some instances, the VA is authorized to provide extensive dental care, while in other cases treatment may be limited.

Contracts for outsourcing of dental laboratory services are required due to steadily increasing workload levels at the Dental Services and at the CDL. Workload has increased significantly in recent years and a National Contract with multiple contractors including small and large dental laboratories are required to support VA Dental laboratory products and services to ensure adequate access to care.

1.3 Scope

The Contractor shall provide all resources necessary to accomplish the requirements described in the Statement of Work (SOW). The Contractor shall provide dental laboratory services outlined in this SOW.

The dental laboratory services that may be authorized under this contract include:

• Fabrication of porcelain fused to metal crowns and fixed partial dentures

• Fabrication of Full gold crowns and fixed partial dentures

• Implant supported crowns and fixed partial dentures

• Abutments

• Screw-retained Crowns and Fixed Partial Dentures

• Resin-bonded bridges

• Removable partial denture frameworks

• Diagnostic wax-ups for crown and bridge (C&B) cases

• Custom provisional C&B prostheses

• All-ceramic C&B prostheses

• Implant connecting bars (precious metal/titanium)

• C&B metal/titanium/zirconium substructures

• Application of veneering porcelain to existing/CDL submitted metal or ceramic C&B copings and fixed partial denture (FPD) substructures.

• Acrylic services including complete dentures, removable partial dentures and flexible partial dentures

• Devices for the treatment of obstructive sleep apnea

• Occlusal guards

The Contractor shall provide sufficient management to ensure that the work specified in this contract is performed efficiently, accurately, on time, and in compliance with the terms and conditions of the contract. A contractor must be able to accept and process files for CAD/CAM manufacturing process and will be viewed as beneficial.

The Contractor shall provide services and support to VA customers as defined herein.

1.4 Period of Performance

A contract awarded in response to this Request for Quote (RFQ) will begin upon award and expire one year from the date of contract execution. The Dental Laboratory Service shall have the option to extend the contract for four (4) additional one (1) year option period(s).

Any work at the Government site shall not take place on Federal holidays or weekends, or

OPM-directed closing unless directed by the Contracting Officer (CO). Work hours will be from

8:00 a.m. – 4:30 p.m., Eastern Standard/Daylight Time (EST/EDT)

Any work at the Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer (CO).

There are eleven (11) Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, four are set by date:

New Year's Day January 1 Juneteenth June 19 Independence Day July 4 Veterans Day November 11 Christmas Day December 25

If any of the above falls on a Saturday, then Friday shall be observed as a holiday. Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

Martin Luther King's Birthday Third Monday in January Washington's Birthday Third Monday in February Memorial Day Last Monday in May Labor Day First Monday in September Columbus Day Second Monday in October Thanksgiving Fourth Thursday in November

1.5 Place of Performance: Place of performance is at the contractor’s facility.

2.0 Summary of Requirements

The Contractor shall furnish all necessary labor (including diagnostic wax up services), equipment, supplies, packaging, transportation, manifests, and reports necessary to fabricate, and deliver the materials listed below in accordance with the period of performance in section

1.4 of this document.

All work requested in this contract shall include all necessary “model work” including impression pouring, die trimming, and articulation.

The price of a fixed partial denture includes the price of the retainers and pontic(s). These bridge units will be priced at the rate of a single crown times the number of units in the fixed partial denture. The price of the prosthesis (dental porcelain fused to metal crowns and fixed partial dentures) shall not change if the prescription request metal occlusal or lingual surfaces;

metal rest seats, guide planes and contour undercuts (survey crowns); porcelain butt margins, metal collars; or retro-fitting a crown to an existing removable partial denture. The price of the crown and bridge unit will include the price of the metal (dental casting high noble or noble alloy). There will not be an additional cost for metal.

The price of a removable partial denture cast framework shall not change if the prescription requests multiple clasps or wrought wire clasps, metal backings, or a lingual plate major connector. Complete dentures and partial dentures will include patient identifying information if requested at no additional charge.

Quantities are estimates only and are as follow:

CLIN Description Quantity Unit Unit Cost

Total Cost

CROWN AND BRIDGE METAL BASED

0001 PFM Crown (Noble Alloy) 1 EA $ -

0002 PFM Crowns (High Noble Alloy) 1 EA $ -

PFM FPD (Bridge units - Retainer and pontics) (Noble Alloy)

1 EA $ -

PFM FPD (Bridge units - Retainer and pontics) (High Noble Alloy)

1 EA $ -

0005 Porcelain Application Only 1 EA $ -

0006 Full Metal Crowns (Noble Alloy) 1 EA $ -

0007 Full Metal Crowns (High Noble Alloy) 1 EA $ -

0008 Full Metal FPD (bridge units) (Noble Alloy) 1 EA $ -

Full Metal FPD (bridge units) (High Noble Alloy)

1 EA $ -

Resin-bonded bridges (Maryland Bridge) (Ceramic)

Resin-bonded bridges (Maryland Bridge) (Metal Ceramic)

1 EA $ -

CROWN AND BRIDGE METAL FREE

0012 Porcelain Laminate Veneer 1 EA $ -

0013 All-Ceramic inlay-Onlay-3/4 Crown 1 EA $ -

Pressed Lithium Disilicate/Silicate Crown/Full Contour

1 EA $ -

Pressed Lithium Disilicate/Silicate Crown/Layered

1 EA $ -

Milled Lithium Disilicate/Silicate Crown/Full Contour

1 EA $ -

Milled Lithium Disilicate/Silicate Crown/Layered

1 EA $ -

0018 Porcelain-to-Zirconia Layered Crown 1 EA $ -

0019 Monolithic Zirconia Crown 1 EA $ -

Metal-free 3-unit bridge w/Zirconia Understructure

CROWN AND BRIDGE OTHER

Processed Acrylic Provisional Restoration (Per Unit)

1 EA $ -

0022 Milled Provisional Restoration (Per Unit) 1 EA $ -

3D-Printed Provisional Restoration (Per Unit)

1 EA $ -

3D-Printed Model from Intraoral Scan (Per Arch)

1 EA $ -

0025 Diagnostic Wax-up (Per tooth) 1 EA $ -

0026 Cast Post and Core 1 EA $ -

0027 Special Ceramics Addition (Pink Porcelain) 1 EA $ -

IMPLANTS PROSTHETICS (Single Unit)

0028 Cement-retained PFM Crown 1 EA $ -

0029 Cement-retained Metal Crown 1 EA $ -

0030 Cement-retained Zirconia Crown 1 EA $ -

Cement-retained Lithium Disilicate/Silicate Crown

1 EA $ -

0032 Screw-retained PFM Crown 1 EA $ -

0033 Screw-retained Metal Crown 1 EA $ -

0034 Screw-retained Zirconia Crown 1 EA $ -

Screw-retained Lithium Disilicate/Silicate Crown

IMPLANTS PROSTHETICS (Abutments)

0036 Titanium CAD/CAM abutment (OEM) 1 EA $ -

0037 Titanium CAD/CAM abutment (Aftermarket) 1 EA $ -

0038 Zirconia CAD/CAM abutment (OEM) 1 EA $ -

0039 Zirconia CAD/CAM abutment (Aftermarket) 1 EA $ -

0040 Custom Abutment 1 EA $ -

0041 Ti Base abutment (OEM) 1 EA $ -

0042 Ti Base abutment (Aftermarket) 1 EA $ -

0043 All on 4, Fixed Hybrid Denture 1 EA $ -

Full arch removable overdenture, titanium bar with attachments

0045 Titanium Bar 1 EA $ -

REMOVABLE PROSTHETICS

Complete Denture Setup (Premium Teeth / IPN Equivalent)

1 EA $ -

Complete Denture Process and Finish (Packing Technique)

1 EA $ -

Complete Denture Process and Finish (Injection Technique)

1 EA $ -

0049 Complete Denture CAD-CAM Milled 1 EA $ -

0050 Complete Denture 3D Printed 1 EA $ -

0051 Rebase 1 EA $ -

0052 Reline 1 EA $ -

0053 Repair add Tooth 1 EA $ -

0054 Repair Simple Fracture 1 EA $ -

0055 Repair Complex Fracture 1 EA $ -

REMOVABLE PROSTHETICS OTHER

0056 Custom Tray 1 EA $ -

0057 Model 1 EA $ -

0058 Model 3D Printed 1 EA $ -

0059 Bite Blocks 1 EA $ -

0060 Nightguard Hard Heat Cured 1 EA $ -

0061 Nightguard Vacuum-formed 1 EA $ -

0062 Nightguard Dual-laminate 1 EA $ -

0063 Nightguard Talon 1 EA $ -

0064 Nightguard 3D Printed 1 EA $ -

0065 Nightguard 3D Milled 1 EA $ -

0066 Surgical Stent 1 EA $ -

0067 Additional Clasp Wire Surcharge (Each) 1 EA $ -

Additional Clasp Clear/Tooth Surcharge (Each)

PARTIAL DENTURES

0069 Framework Cast 1 EA $ -

0070 Framework CAD/CAST 1 EA $ -

0071 Framework CAD/Laser-Sintered/SLM 1 EA $ -

0072 Framework Milled Polymer Tooth Shade 1 EA $ -

0073 Framework Milled Polymer Clear Shade 1 EA $ -

0074 Reline Partial Denture 1 EA $ -

Acrylic Transitional Partial Denture w/ 2 Clasps

1 EA $ -

Acrylic Transitional Partial Denture from Setup

1 EA $ -

Partial Denture Setup (Premium Teeth / IPN Equivalent)

1 EA $ -

Partial Denture Setup and Process (Premium Teeth / IPN Equivalent)

1 EA $ -

0079 Partial Denture Process & Finish 1 EA $ -

Flexible Partial Denture Setup (Premium Teeth / IPN Equivalent)

1 EA $ -

Flexible Partial Denture Setup and Process (Premium Teeth / IPN Equivalent)

0082 Flexible Partial Denture Process & Finish 1 EA $ -

2.1 General Information

The Contracting Officer and/or appointed representative reserve the right to inspect the contractor's facilities and other qualifications at any time during normal business hours.

Contracting Officer’s Representative (COR), in collaboration with the customer will regularly inspect returned work specimens in accordance with Quality Assurance Surveillance Plan

(QASP).

2.2.1 American National Standards Institute (ANSI) Requirements

Standards by the ANSI in cooperation with the American Dental Association Department of

Standards require that all materials used for fabrication of dental prostheses meet the Standard

Practices for Biological Evaluation of Dental Materials.

2.2.2 Food and Drug Administration (FDA) Requirements

Contractor must comply with the regulations governing FDA Quality System/Good

Manufacturing Practices for products distributed in the United States dental laboratories. FDA regulations prohibit the use of lead in the surface material used to fabricate dental prostheses.

2.2.3 Quality Manufacturing

The Contractor must assure that all dental prostheses supplied to VA customers comply with all

FDA and ANSI regulations and standards, using high quality materials. The Contractor must assure that dental prostheses or appliances assembled or created under the contract will not be manufactured outside of the United States.

2.2.4 Cleanliness

Contractor shall adhere to OSHA standards and disinfect all dental impressions and prostheses.

2.2.5 Material Requirements

High Noble Alloys (Noble Metal Content must be >40% Gold + Platinum Group) shall be used in the fabrication of full gold crowns and fixed partial dentures (bridges) and in porcelain fused to metal crowns and fixed partial dentures if requested by the customer.

Noble Alloys (Noble Metal Content must be > 25% Gold + Platinum Group) shall be used in the fabrication of full gold crowns and fixed partial dentures (bridges) and in porcelain fused to metal crowns and fixed partial dentures.

The contractor shall provide porcelain fused to metal crowns and fixed partial dentures with options of metal occlusal surfaces, crown (survey) under partial denture, porcelain labial butt margin and implant crown and abutments. The contract laboratory shall identify by affixing the most recent manufacturer label (IdentAlloy and IdentCeram) to provide a description of the metal alloy components and percentages used in the fabrication of each of the requested dental prostheses. The contract laboratory shall identify in writing (per case) the type of porcelain used in the fabrication of the porcelain fused to metal dental restorations and in instances where porcelain application only is requested. The alloy used for PFM restorations shall contain less than 30% silver.

Non-precious alloys (nickel and beryllium free) shall be used for resin-bonded fixed partial dentures.

Cast metal partial denture frameworks shall be fabricated of a cobalt chromium metal alloy, free of nickel and beryllium.

2.3 Turn-Around Times

Turn-around times required for each type of fabrication or repair from Contractor receipt until returned to the authorizing VA customer shall be within Seven (7) days for crown and bridge prostheses. Services will be based on the chart below. Turn-around times are defined in business days and do not include weekends or federal holidays as defined by the Office of

Personnel Management. In case of longer turn-around times, the Contractor must notify the

COR of the delay, in writing, as soon as the delay becomes known and before the maximum number of days has expired. This notification must include the reason for delay and the requested amount of additional time.

3 Business days 5 Business days 7 Business days

Complete and

Removable Partial

Denture acrylic resin repairs

Custom impression trays Full Cast Crowns and bridge units; PFM, full gold, and all-ceramic; implant supported restorations and abutments

Complete and

Removable Partial

Denture, tooth additions/repair

Poured Impressions & master cast fabrication

Complete Denture and

Removable Partial

Dentures, tooth setup

Complete and

Removable Partial

Denture

Relines/Rebases

Removable partial denture repairs; and

Clasp additions and repairs

Complete Denture and

Removable Partial

Denture, Process and

Finish

Articulation of casts Record Bases &

Occlusal Rims

Flexible Partial Denture, Process and Finish

Cast duplications Diagnostic Wax-up Flexible Partial, tooth set-up

Solder/Laser Weld Cast Post and Cores Flexible Partial denture process

Cast Partial Framework

Occlusal guards

Processed Surgical Stents

Mandibular

Repositioning Device for

Treatment of Sleep Apnea

Implant Connecting Bars

2.4 Possible Deliverables -

The Contractor shall provide quarterly completed Orders including all SLA fees reported to SAC

2.4 Ordering Procedures

Task orders against this contract will be placed in accordance with this section. All task orders placed incorporate all terms and conditions of the contract.

2.4.1 Ordering Officials

Task orders will be placed by ordering officials designated by the Contracting Officer (CO).

Ordering officials will be from the supported medical facilities and the Central Dental Laboratory division in Dallas, TX. The ordering customer will issue a prescription to a contractor.

Prescriptions constitute binding task orders under this contract.

2.4.2 Procedures

Task orders exceeding $3,000 will be placed based on the following procedures: To the greatest extent possible, considering each contractor’s agreed upon ordering limitations, task orders will be rotated amongst all contract holders until the minimum guarantee is met. Refer to clause

52.216-19 for ordering limitations. Once the minimum guarantee has been met for all contractors, task orders will be placed based on the agreed upon ordering limitations, contractor capability and capacity, and demonstrated past performance in meeting the performance objectives identified in the Quality Assurance Surveillance Plan (QASP).

2.4.3 Government Packaging

Orders sent to contractors will include the following information:

(i) Date of order.

(ii) CDL Case Number or Patient’s Last Name and First Initial of First Name

(ii) Contract number and order number.

(iii) For supplies and services, description, and quantity as per prescription.

(iv) Place of delivery or performance (including consignee).

- A copy of the Manifest listing all of the cases being shipped will also be included.

(v) Accounting and Appropriation data

2.5 Shipping Requirements

2.5.1 Shipping Locations

• Dallas, TX CDL

Central Dental Laboratory (160L)

VA North Texas Health Care System

4500 South Lancaster Road, BLDG. 77

Dallas, TX 75216

• Each individual medical facility as designating by the respective ordering official

2.5.2 Shipping Method

Contractor shall use “Next Day” mail or equivalent overnight express delivery service for all products. Return shipping costs shall be the responsibility of the Contractor. Signature confirmation is required.

2.5.3 Contractor Packaging

Contractor shall adhere to the following guidelines when packaging products for return to VA:

• Remove dies from models, wrap in cotton and place in plastic containers.

• Wrap all components individually in bubble wrap and secure.

• Pack items securely in shipping box with sufficient bubble wrap to avoid movement during shipment.

• All completed cases shall be disinfected and returned to the authorizing CDL via shipping methods defined in 2.5.2.

• Contractor must identify the specific type of Metal and Ceramic (IdentAlloy and

IdentCeram) used in the prosthesis and include the Certificates for each case in the shipment.

2.5.4 Contents

Contractor shall include the following items in each returned product to VA:

• All original materials supplied by VA

• Chain of custody from receipt of items to packaging for shipment

• Itemized non-payable invoice or packing list as detailed in paragraph 2.6.1

• A copy or original of the manufacturer label, to provide a description of the metal alloy components and percentages used in the fabrication of each of the requested dental products. Contractor shall identify in writing (per case), the type of porcelain used in the fabrication of the porcelain fused to metal dental restorations

• A copy of the original lab prescription from the authorizing CDL or Dental Service

2.5.5 Delinquency

Delinquent delivery shall not exceed 5% of the number of orders placed per batch, per quarter, and/or the total number of orders placed for this contract period (year).

2.6 General Guidelines

All dental prostheses returned from the contracted laboratory will be evaluated by the authorizing customer. Returned prostheses that fail to meet patient requirements will be returned to the contractor for correction, adjustment, or remake. All dental prostheses returned to the contractor for correction, adjustment, or remake shall be delivered to the authorizing customer within three (3) business days of date received.

2.6.1 Requirements

Prostheses delivered to VA must adhere to the following standards:

• Marginal integrity – crown and bridge prosthetic margins are complete and closed to the marked die margins

• Occlusal relationship – the prosthesis contacts the opposing teeth positively and lightly when biting; for complete or partial dentures the occlusal scheme will be monoplane, anatomic (full balanced); or lingualized per prescription

• Esthetics/anatomic contours – the prosthesis matches the shape and contour of the surrounding teeth, as well as the prescribed shade/color

• Acrylic resin - Acrylic dentures will utilize Lucitone 199 acrylic resin or equivalent

• Denture Teeth - Dentures will utilize Trubyte IPN (Dentsply) teeth or equivalent quality

• Cleanliness: All products must be highly polished and cleaned of any impurities before shipment.

Products not conforming to these requirements will require rework. Financial responsibility for rework is defined in paragraph 2.6.3. Acceptable quantities of rework are defined in paragraph 2

2.6.2 Financial Responsibility

Prostheses returned to Contractor for rework due to Contractor error shall have necessary corrections, adjustments, or remakes performed no cost to VA. Prostheses returned to

Contractor for rework due to VA error will have necessary corrections, adjustments, or remakes performed at contract rates – payable by VA. The Contractor must provide proof that the error was due to VA error for consideration of payment under the contract.

2.6.3 Frequency of Rework

Rework due to contractor error shall not exceed 5% of the number of orders placed per batch, per quarter, and/or the total number of orders placed for this contract period (year).

2.7 Invoicing

The Product Copy, as outlined in paragraph 2.7.1, is not considered a request for payment.

Only invoices received via the Electronic Batch process in paragraph 2.7.2 will be processed for payment. The contractor must ensure that they invoice based on the customer that requested the work.

2.7.1 Product Copy

Contractor shall include a packing list of the contents of each returned product, included in return packaging as described in paragraph 2.5.3, which includes the following information:

• Itemized invoice to include CDL Case Number, Patient Last Name, First Initial or Patient

ID (Q1234)

• Invoice number

• Name, address, & phone number of Contractor

• Current year’s purchase order number

• Authorizing CDL or Dental Service

• Case tracking number

• Lot number of materials used in each product

• Original VA cast number if designated

2.7.2 Electronic Batch

Electronic invoices for received dental laboratory products and services shall be submitted to the authorizing medical facility via the Financial Services Center (FSC) for payment.

3.0 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Purpose

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to monitor Contractor performance. This QASP describes:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring?

• How monitoring efforts and results will be documented

Copies of the original QASP and revisions shall be provided to the Contractor and Government officials responsible for surveillance activities. The 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.

1.2 Performance Management Strategy

The Government will utilize a Quality Assurance Surveillance Plan (QASP) to monitor the quality of the Contractor’s performance. The oversight provided for in the QASP will help to ensure that the Contractor performs satisfactorily and will reach and maintain the required levels throughout the contract term. Further, the QASP provides the COR with a proactive way to monitor unacceptable or deficient performance and provides verifiable input for the required Past Performance Information Assessments. The QASP is incorporated as in the document. The Contractor shall establish and implement a Quality Assurance Plan (QAP) which corresponds to the VA Quality Assurance and Surveillance Plan, which monitors, evaluates, and appropriately addresses its quality assurance, performance measurement, and other quality and safety-related issues. The plan shall be in compliance with all relevant Federal or State laws and regulations. The Contractor shall submit a copy of their plan to the COR and the CO for approval before commencement of contract performance and every 12 months thereafter.

1.2.1 Performance Feedback

At the end of each assessment period, the assessment will be reviewed by the Program Manager and CO. The COR/CO will notify the Contractor of the results no later than 15 working days after the end of the assessment period.

2. Government Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

a. SAC Contracting Officer (CO)

b. SAC Contracting Officer’s Representative (COR)

3. Contractor Representatives

a. Other Contractor Personnel – To be completed at award; if any (name and title)

4. Performance Standards

Performance Standards define required performance for specific tasks. The Government performs surveillance to determine if the Contractor exceeds, meets, or does not meet these standards.

The Performance Metrics for Deliverables and Performance Standards are outlined in Section 8.0 of the Statement of Work (SOW). The schedule of deliverables is outlined in Section 7.0 of the SOW.

Task ID Indicator Standard Acceptable

Quality

Level

Method of Surveillance

Incentive

Quality

1 Marginal Integrity

Dental prosthesis will demonstrate acceptable level of marginal integrity when evaluated on dental stone model or implant abutment.

98% of the time; less than 5% errors in terms of accuracy

Direct

Observation and evaluation

Exercise of option period

2 Occlusal

Relationship

Dental prosthesis will demonstrate acceptable level of occlusion when evaluated on dental stone model or implant abutment.

98% of the time; less than 5% errors in terms of accuracy

Direct

Observation and evaluation

Exercise

Quality 3 Esthetics and anatomical contours

Dental prosthesis will demonstrate proper anatomical contours and acceptable level of esthetics when compared with the prescribed dental shade.

98% of the time; less than 5% errors in terms of accuracy

Direct

Observation and evaluation

Exercise of option period

Dental Materials

4 Dental materials (metal alloy) used in fabrication

Dental alloy used in fabrication of porcelain fused to metal and all gold restorations will be classified as Noble metal or High Noble metal (if requested) and made in USA.

98% of the time; less than 5% errors in terms of accuracy

Direct observation, random sampling (assay) of metal and review of manufacture’s alloy label.

Exercise of option period

Made in America

Timeliness

5 Fabrication of dental crown and bridge prostheses

Dental prostheses will be fabricated in the United States of America.

100% Direct

Observation and random site visits

Exercise of option period

6 Delivery of Casework (Dental Prostheses)

Product is received by VA by required turn-around times.

95% Direct

Observation and data records

Exercise

Billing and invoice

7 Accuracy in Billing

Appropriate charges will be invoiced upon completion of dental crown and bridge prostheses.

There will be no deviation from the Performance Work Statement and fees contracted.

98% of the time; less than 5% errors in terms of accuracy

Direct

Observation and evaluation

Exercise