Case Record Storage and Retrieval Services RFP (Part I)

APPENDIX C: SOW TECHNICAL EXHIBITS
TECHNICAL EXHIBITS C-1 (Page 2 of 9)
1.2 PERFORMANCE REQUIREMENTS SUMMARY CHART
The Performance Requirements Summary Chart is at the end of this Exhibit
and lists:
• This Contract’s requirements considered most critical to acceptable
Contract performance (Column 2 of chart).
• The Acceptable Quality Level (AQL) (Column 3 of chart).
1.3 QUALITY ASSURANCE
On no less than a semi-annual basis, the Contractor’s performance will be
compared to this Contract’s Standards and AQL’s using the County’s Quality
Assurance Monitoring Plan (QAMP).
The County may use a variety of inspection methods to evaluate the
Contractor’s performance. The methods of monitoring that may be used are
(but are not limited to):
• Random sampling.
• Activity checklists.
• One hundred percent inspection of items, such as reports and
invoices, on a periodic basis as determined necessary to assure a
sufficient evaluation of Contractor performance.
• Review of computer-generated and manual reports and files.
• Participant/Community complaints and/or participant questionnaires.
• Participant interviews.
• Case reviews.
• Observation of Contractor operations.
1.4 CONTRACT DISCREPANCY REPORT (CDR)
Performance of a Required Service is considered acceptable when the
percent of discrepancies found during Contract monitoring procedures does
not exceed the percent of discrepancies allowed by the AQL. When the
performance is unacceptable, the Contractor shall be required to respond
within ten business days, to a Contract Discrepancy Report (CDR). The
CDR will require the Contractor to explain in writing the reasons for such
unacceptable performance, and how performance will be returned to an
acceptable level, and how recurrence of the problem will be prevented. The
CCA will evaluate the Contractor’s explanation and determine if the
corrective action is appropriate. The CDR is in SOW Technical B-2.
CASE RECORD STORAGE AND RETRIEVAL SERVICES (RFP) 2012 166