VA250-17-R-1170-004.docx

VISN 10 Eyeglass Dispensary Services

QUALITY ASSURANCE SURVEILLANCE PLAN

QUALITY CONTROL PROGRAM — The Contractor is responsible for establishing a quality control program that at a minimum encompasses an inspection system that identifies, documents and remedies all deficiencies. All quality control records will be made available to the Government upon request.

QUALITY ASSURANCE PLAN - The Government will monitor the Contractor’s performance under this contract using the following. See Quality Assurance Plan Worksheet (QAPW).

Periodic and Unscheduled Inspections - The Contractor’s vehicles, facilities, or any other physical property tied to the performance of this contract may be inspected by the Government, designated representative or a state inspector. After each inspection, the Contractor will be advised of any unsatisfactory conditions for which the Contractor is responsible. The Contractor shall promptly correct such deficiencies and communicate to the COR, by the following work day, the solution to each problem, when it will be corrected and what will be done to prevent recurrence of the problem.

Government Option. When inspection indicates that service is deficient, the Government will notify the Contractor in a timely manner that it may be held liable for any damages sustained by the Government including costs associated with re-evaluation. Meeting industry standards does not relieve the Contractor from responsibility to perform all other work in accordance with (IAW) the terms of this Performance Work Statement (PWS).

Acceptable Performance. The Contractor shall be paid the full contract price if no repeat deficiencies are noted during a scheduled or special evaluation.

Unacceptable Performance - The Government Point of Contact (POC) may submit a Quality Assurance Worksheet at any time and as often as necessary to document quality levels. If Contractor response to an identified quality deficiency is unsatisfactory, the Contracting Officer or COR will contact the appropriate Contractor representative to implement a plan of action to remedy the identified deficiency.

Evaluation - The COR will conduct at a minimum a semi-annual evaluation. If a deficiency is noted during one of these evaluations, a special evaluation will be scheduled to ensure the problem is corrected. Additionally, a cure notice may be sent to the Contractor in the event of repeat deficiencies.

Quality Assurance Plan VISN 10 Eyeglass Dispensary Services Summary Standards Objective: Create and maintain a professional environment in which the Veterans will receive quality products and services.

Frequency

Customer Feedback

Quality Assurance Plan:

The COR will monitor Contractor performance and complete the QAPW provided, semi-annually, at a minimum. The QAPW will be submitted directly to the Contracting Officer with a copy to the Contractor and the COR following the first quarter of performance, not later than the 5th day of the month following the evaluation. Future QAPW’s will be submitted to the Contractor, and the COR. All quality performance ratings other than “Green” will be addressed and circumstances surrounding the rating will be documented for the contract file. The Contacting Officer will assume a quality performance rating of “Green” on all measured deliverables unless otherwise notified.

The quality rating may change from “Green” to “Red” without notice. We anticipate the Government POC utilizing the “Yellow” quality rating to alert the contracting office and the COR of quality issues that have the potential for a “Red” quality rating if corrective action is not taken.

The Government POC may submit a Quality Assurance Worksheet at anytime and as often as necessary to document quality levels. If Contractor response to an identified quality deficiency is unsatisfactory, the Contracting Officer or COR will contact the appropriate Contractor representative to implement a plan of action to remedy the identified deficiency.

COR must be formally trained which requires two (2) courses (proof of training certificates are required). New certificates required every two (2) years.

Yellow Yes, performance and technical specifications are currently being met at the minimum AQL, but the following service / deliverable needs Contractor attention.

The Customer must identify what component of the deliverable and/or service requires attention.

Red No, performance and technical specifications are not being met at AQL and the following service / deliverable needs immediate Contractor resolution.

The Customer must identify what component of the deliverable and/or service is below the minimum AQL.

QUALITY ASSURANCE PLAN WORKSHEET

Performance Rating

Deliverable/Service

Maintain high degree of professionalism, understanding, discretion, and tactfulness while also demonstrating concern, compassion, and patience when contact is made by the employees.

Yellow

Red

Identify and maintain list of employees, including subcontractors, who provide services at each facility in writing to the Contracting Officer

Yellow

Red

Contractor shall properly fit Veterans with proper frame style and prescription, including proper pupillary distance (P.D.), segment height and/or optical center (OC) height

Yellow

Red

Contractor shall solicit Patient Satisfaction Surveys from 50 Veterans a month per Medical Center including medical centers CBOC’s.

Yellow

Red

Contractor shall submit monthly a Timeliness Report to measure turnaround times from point of initial contact with Veteran patient, to Veteran patient receiving eyeglasses.

Yellow

Red

Contractor shall submit monthly Quality Report to evaluate any issues with eyeglass frames, lenses and document the findings, recommendations and actions taken.

Yellow

Red

Period of Performance: From _________________to___________________

Approved by: Date: ___________________ (Contracting Officer Representative)