QASP_VH_Cart_Maintenance_Final_17SEP19.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

Military Health System (MHS) Virtual Health (VH) Telehealth Cart Maintenance, Repair, and Support Services

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the performance-based Performance Work Statement (PWS) entitled “Military Health System (MHS) Virtual Health (VH) Telehealth Cart Maintenance, Repair, and Support Services” to provide support services for software licenses, training and maintenance for the Air Force, Army, and Navy Virtual Health Carts (VHCs) across the Defense Health Agency (DHA) enterprise both in the Continental United States (CONUS) and outside of the Continental United States (OCONUS). The support will include Information Technology/Information Management/Information Assurance tiered maintenance and service support training, 24 hour/7days a week maintenance and service, software licenses, permissions, and renewals. This performance-based plan sets forth the procedures and guidelines the DHA will use in evaluating the technical performance of the Contractor.

2. INTRODUCTION

2.1. This QASP has been developed to describe the systematic methods used to measure performance and to identify the reports required and the resources to be employed. The QASP provides a means for evaluating whether the Contractor is meeting the performance standards identified in the PWS and used to ensure the Government receives quality services, and pays only for services actually provided. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirement Summary (PRS) in the support contract.

2.2. The role of Government Quality Assurance (QA) is to ensure contract standards are achieved. The QASP provides guidelines and methods for the Government’s oversight of the Contractor’s quality control efforts to assure timely, effective services are provided IAW the contract/order. The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. This QASP is designed to define roles and responsibilities, identify the performance objectives, define the methodologies used to monitor and evaluate the Contractor’s performance, describe quality assurance reporting, and describe the analysis of quality assurance monitoring results.

3. GOVERNMENT ROLES AND RESPONSIBILITIES

3.1. Contracting Officer (KO). The KO is responsible for monitoring contract compliance, contract administration and cost control; and resolving any differences between the observations documented by the COR, and the Contractor’s performance.

3.2. The KO will designate one COR as the Government authority for performance management.

3.3. Contracting Officer Representative (COR). The COR is responsible for monitoring, assessing, and communicating the technical performance of the Contractor and assisting the Contractor. The COR will have the responsibility for completing QA monitoring and documenting the surveillance add quality assessment of the Contractor’s performance. Government surveillance may also occur under the Inspection/Acceptance provision of FAR 52.212-4(a).

4. IDENTIFICATION OF SERVICES TO BE PERFORMED

The Contractor shall provide all equipment, materials, personnel, services, software, software licenses and supplies necessary to support and maintain VH Carts capable of conducting synchronous and asynchronous patient encounters at MTFs across the MHS enterprise both CONUS and OCONUS. Maintenance, repair and service support shall be provided 24 hours per day/7 days a week. Response times to requests for support are specified in the

PWS.

Training will be provided on an as-needed basis to be determined by the Government.

5. METHODOLOGIES TO MONITOR PERFORMANCE

5.1. In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate Contractor performance. The primary methods of surveillance are random checks, observations, inspections, complaints and review of those records and files that are required to be maintained. The COR shall submit a monthly surveillance report to the KO no later than the 5th working day of the month following the evaluation period.

5.2. The Contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of professional communication between employees and customers is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints. Performance management drives the Contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems.

NOTE: The customer (MTF) should communicate complaints to the COR as opposed to the Contractor. The COR will accept the customer complaints and will investigate using the contract and PWS as guidelines for performance required.

5.3. The Performance Thresholds/Acceptable Quality Levels (AQL) are located in the Performance Requirements Summary Table below. The levels of performance are keyed to the relative importance of the task to the overall mission performance of the VH Carts Maintenance, Repair and Support Services.

6. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

PWS

Ref

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Performance Incentive/Disincentive

1.6.3. Cybersecurity

Support

The contractor shall integrate Cybersecurity (CS) into their programmatic processes, document decisions, specify and track CS requirements, document assessment efforts, identify possible solutions, and maintain operational systems security in accordance with (IAW) DoDI 8500.01, DoDI 8510.01, DoDM

8570.01, CNSSI 1253,

and NIST SP 800-53, DoDI 8582.01.

Perform Cybersecurity Support IAW the PWS no less than 100% of the time.

Performance above or below the standard will be documented in the

CPARS.

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Performance Incentive/Disincentive

1.6.6. Cybersecurity

Requirement

The Contractor shall comply with the CS process in accordance with DoD 8510.01 Risk Management Framework (RMF) for DoD Information Technology (IT), Committee on National Security Systems Instruction (CNSSI) 1253, and the National Institute of Standards and Technology

(NIST) SP 800-53.

Comply with Cybersecurity processes IAW the PWS no less than 100% of the time.

Performance above or below the standard will be documented in the

CPARS.

1.6.7. DoD Risk

Management Framework (RMF) Package

In collaboration with Government resources, the Contractor shall produce all components of the DoD Risk Management Framework (RMF) Package necessary to deliver and operate a fully accredited system in accordance with the

CDRL.

Produce all components of the DoD RMF Package IAW the PWS and CDRL no less than 100% of the time.

Performance above or below the standard will be documented in the

CPARS.

1.9.2. Sexual Assault

Reporting

The Contractor shall require all CSPs, with knowledge of an incident of sexual assault occurring on a Government facility, to include a Government leased facility, where the Contractor is providing services under this contract, shall report the incident immediately (within 24 hours) in writing to the Government's COR.

Report the incident immediately (within 24 hours) in writing to the Government's COR no less than 100% of the time

Performance above or below the standard will be documented in the Contractor Performance Assessment Reporting System (CPARS).

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Performance Incentive/Disincentive

1.9.3. Sexual Harassment

Reporting

The Contractor shall require all CSPs with knowledge of an incident of sexual harassment occurring on a Government facility, to include a Government leased facility, where the contractor is providing services under this contract, shall report the incident immediately (within 24 hours) to the Government's COR.

Report the incident immediately (within 24 hours) in writing to the Government's COR no less than 100% of the time

Performance above or below the standard will be documented in the

CPARS.

4.1. GlobalMed

Certification

The contractor shall ensure that all CSPs providing services under this contract are certified by GlobalMed as an authorized service provider at the time services are rendered.

Ensure all CSPs providing services under this contract are certified/authorized by GlobalMed to provide the services rendered no less than 100% of the time.

Performance above or below the standard will be documented in the

CPARS.

4.1.1. GlobalMed

Certification

The contractor shall maintain current GlobalMed certification/approval to provide the required services for the life of the contract.

Maintain current GlobalMed certification/approval to provide the required services no less than 100% of the time.

Performance above or below the standard will be documented in the

CPARS.

5.2. Remote Technical

Support

The contractor shall provide remote technical support for the VH Telehealth Carts and all configured peripherals/hardware products associated with the operation of the VH Telehealth Carts.

Provide remote technical support IAW the PWS no less than 95% of the time.

Performance above or below the standard will

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Performance Incentive/Disincentive

5.4. Software Support The contractor shall

provide software support for the VH Telehealth Carts and all configured peripherals/hardware products associated with the operation of the VH Telehealth Carts.

Provide software support IAW the PWS no less than 100% of the time

Performance above or below the standard will be documented in the

CPARS.

5.5. Software Licenses The contractor shall

provide all software licenses necessary to operate the VH Telehealth Carts and all configured peripherals/hardware products associated with the operation of the VH Telehealth Cart, each license shall cover a 12 month period which begins the day the license is activated. The contractor shall provide content upgrades to all licensed modules, as required for optimal system functionality.

When applicable, the provided licenses shall allow for multiple users (for) each site.

Provide software licenses IAW the PWS no less than 100% of the time

Performance above or below the standard will be documented in the

CPARS.

5.6. Routine/Preventative

Maintenance and Repair Services

The contractor shall provide routine maintenance and repair for the VH Telehealth Carts and all configured peripherals/hardware products associated with the operation of the VH Telehealth Carts.

Provide routine/preventative maintenance and repair IAW the PWS 100% of the time

Performance above or below the standard will

Performance Objective

Performance Standard

Acceptable Quality Level (AQL)

Performance Incentive/Disincentive

5.6.1. Maintenance and

Repair Parts

The contractor shall provide all maintenance and repair parts required to perform routine maintenance and repair for the VH Telehealth Carts and all configured peripherals/hardware products associated with the operation of the VH Telehealth Carts. Within five working days after contract award, the contractor shall provide a listing of all routine maintenance and repair, parts provided in support of this requirement to the COR and KO via email.

Provide all maintenance and repair parts IAW the PWS 100% of the time.

Performance above or below the standard will be documented in the

CPARS.

5.8. Training Services The contractor shall

provide GlobalMED Equipment and Software Training to ensure users understand the system use, maintenance and repair requirements, service agreements and other requirements.

Provide training services IAW the PWS 100% of the time.

Performance above or below the standard will

QUALITY ASSURANCE REPORTING

6.1. The performance management feedback loop begins with the communications of expected outcomes.

Performance standards are expressed in the PWS and measured by the required performance metrics in the PRS.

6.2. The Government’s QA monitoring, accomplished by the COR, will be reported using the QASP checklist included in this QASP. The form, when completed, will document the COR’s surveillance of the Contractor’s performance under the contract to ensure that the PWS requirements are being met.

6.3. The COR will retain a copy of all completed QA monitoring forms.

7. ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

7.1. At the end of each quarter, the COR will prepare a report for the KO summarizing the overall results of the quality assurance monitoring of the Contractor’s performance. At a minimum the quarterly report shall contain all non-conformances documented, Contractor corrective action(s), and COR signature. This quarterly report will become part of the QA documentation.

7.2. The KO may require the Contractor’s project manager, or a designated alternate, to meet with the KO, COR, and other Government personnel as deemed necessary to discuss performance evaluation. The KO will define a frequency of in-depth reviews with the Contractor, however if the need arises, the KO or COR may require the Contractor to meet as often as required as requested by the KO or COR. The agenda of the reviews may discuss:

• Quarterly performance measured by the metrics and trends

• Issues and concerns of both parties

• Projected outlook for upcoming months and progress against expected trends

• Recommendations made by the COR based on Contractor information

• Issues arising from independent reviews and inspections

7.3. Less than satisfactory performance either must be corrected to the Government’s satisfaction at time of the incident or will be documented in the annual performance evaluation. Should the corrective action require changes to procedures or the PWS, such changes must be approved by the KO and be made, ultimately, to the contract via contract modification.

8. PERFORMANCE MANAGEMENT APPROACH

8.1. The performance-based PWS structures the acquisition around “what” service is required as opposed to “how” the Contractor should perform the work. Performance management rests upon developing a capability to review and analyze information generated through performance metrics. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management. The data generated in a performance management approach provides information that indicates whether or not expected outcomes for required services are being achieved adequately by the Contractor.

8.2. Performance management also represents a significant shift from the more traditional Quality Assurance (QA) concepts in several ways. Performance management focuses on assessing whether or not outcomes are being achieved and migrates away from scrutiny on compliance with the processes and practices used to achieve the outcome. The only exceptions to process reviews are those required by law (Federal, State, and local) and compelling business situations such as safety and health. An outcome focus provides the Contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved at the desired levels of performance.

9. SURVEILLANCE STANDARD

The Performance Standard set forth in the PWS is the standard the Contractor must meet for services to be deemed acceptable. Generally, under commercial services contracts, the Government is relying on the Contractor’s assurances that the services conform to contract requirements.

10. NONCONFORMANCE/FAILURE TO PERFORM

In accordance with FAR 52.212-4(a), the Contractor shall only tender for acceptance those items that conform to the requirements of this contract. The Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The Government may require repair or replacement of nonconforming supplies or re-performance of nonconforming services at no increase in contract price. If repair/replacement or re-performance will not correct the defects or is not possible, the government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming supplies or services. The Government may require re-performance of nonconforming services at no increase in contract price.

11. CHANGES

The QASP is a living document and, as such, may be changed as needed. However, the KO must approve changes.

The COR will submit written changes to the KO for approval.

12. QASP CHECKLIST

QASP Checklist

Standard of Service

Survey Period:

_Quarterly_________________________________________________________________

Surveillance Method (Check): _____ 100% Inspection _____ Periodic Inspection _____ Random Monitoring (reports) _____ Performance Evaluation Meetings _____ Customer Feedback

Level of Surveillance: (Check): _____ Monthly

_____ Quarterly _____ As needed

Contract Service Provider’s Performance (Check): ____Meets Standards

____Does Not Meet Standards

Narrative of Performance During Survey Period:

Prepared By: ___________________________________ Date: __________________________________

(END OF ATTACHMENT - QASP)