Case Record Storage and Retrieval Services RFP (Part I)

APPENDIX B: STATEMENT OF WORK
1.3 Quality Control
Fiscal Monitoring related to the Contract’s fiscal provisions, and
Service Delivery Monitoring related to the Contract’s Statement of
Work and Performance Requirement Standards.
The Contractor will establish and utilize a comprehensive Quality Control
Plan to assure the County of a consistently high level of service quality and
job placements throughout the term of this Contract. The Plan shall be
submitted to the CCA for review and approval. The Plan shall be effective on
the Contract start date and will be updated and re-submitted for CCA
approval as changes occur. The plan shall include, but not be limited to, the
following:
• The method for ensuring the services, deliverables, and requirements
defined in the Contract are being provided at or above the level of quality
agreed upon by the County and the Contractor.
• A method for assuring that professional staff rendering services under this
Contract has the necessary prerequisites.
• The method for identifying and preventing deficiencies in the quality of
service before the level of performance becomes unacceptable.
• A commitment to provide to the County upon request a record of all
inspections, the corrective action taken, the time and problem is first
identified, a clear description of the problem and the time elapsed
between identification and completed corrective action.
• The method for continuing to provide services to the County in the event
of a strike or other labor action of the Contractor’s employees.
• The method of safeguarding the integrity of the County’s case
records/documents by actively preventing against all forms of fraud.
1.4 Quality Assurance Plan
The County or its agent will evaluate the Contractor’s performance under this
Contract on no less than an annual basis, with at least one visit being an
onsite occurrence. Such evaluation will include assessing the Contractor’s
compliance with all Contract terms, Performance Outcome Measures Section
4.7 of this Statement of Work, and Performance Requirements Summary,
SOW Technical B-1. The Performance Requirements Summary provides an
overview of the monitoring approach and techniques that may be used in
monitoring this Contract. The Contractor’s deficiencies, which the County
determines are severe or continuing and that may place performance of the
Contract in jeopardy if not corrected, may be reported to the Board of
Supervisors. The report will include improvement/corrective action measures
taken by the County and the Contractor. If improvement does not occur
CASE RECORD STORAGE AND RETRIEVAL SERVICES (RFP) 2012 134