Case Record Storage and Retrieval Services RFP (Part I)

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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
APPENDIX B: STATEMENT OF WORK consistent with the corrective action measures, the County may terminate this Contract or impose other penalties as specified in this Contract. Performance evaluation meetings shall be held jointly by DPSS and the Contractor’s Contract Manager as often as deemed necessary by the CCA. However, if a Contract Discrepancy Report (SOW Technical Exhibit B-2) is issued, at the discretion of the CCA, a meeting shall be held within five business days, as mutually agreed, to discuss the problem. Action items from any Performance Evaluation Meeting shall be prepared by the CCA and signed by the Contractor’s Contract Manager and CCA. Should the Contractor’s Contract Manager not concur with the action items, he/she shall submit a written statement to the CCA within ten business days from the date of receipt of the signed action items. The Contractor’s Contract Manager’s written statement shall be attached to the CCA’s action items and be a part thereof. Failure to do so shall result in the acceptance of the action items as written. If any dispute is still unresolved, the decision of the CCA will be final. Contract Discrepancy Reports (CDR’s) 1.4.1 Verbal notification of a Contract discrepancy will be made to the Contractor’s Contract Manager or designee as soon as possible whenever a Contract discrepancy is identified. The problem shall be resolved by the Contractor’s Contract Manager within a reasonable time period. 1.4.2 The CCA will determine whether a formal Contract Discrepancy Report (See SOW Technical Exhibit B-2 hereunder) shall be issued. 1.4.3 Upon receipt of this document, Contractor is required to respond in writing to the CCA within five business days, acknowledging the reported discrepancies or presenting contrary evidence. 1.4.4 A plan, including a time table, for correction of all deficiencies identified in the CDR shall be submitted to the CCA within ten business days. 1.5 Hours of Operation Contractor will be available during County’s regular business hours of Monday through Friday between 8:00 a.m. and 5:00 p.m. to respond to County inquiries and to provide case storage and retrieval services. County may require flexible, non-traditional hours. This may require a change in the hours of operation which shall be accommodated by Contractor at no additional cost to the County and approved by the County. CASE RECORD STORAGE AND RETRIEVAL SERVICES (RFP) 2012 135
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REQUEST FOR PROPOSALS FOR CASE RECO
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TABLE OF CONTENTS 2.10 Jury Service
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TABLE OF CONTENTS D-15 Charitable C
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GENERAL INFORMATION 1.0 GENERAL INF
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GENERAL INFORMATION 1.10 Contact wi
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GENERAL INFORMATION Angeles County.
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COUNTY POLICIES AND PROGRAMS and im
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COUNTY POLICIES AND PROGRAMS 2.10.1
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COUNTY OF LOS ANGELES DEPARTMENT OF
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