Common use of ASSURANCE AND MONITORING Clause in Contracts

ASSURANCE AND MONITORING. The Grantee must submit a Quality Assurance Plan that documents the processes for monitoring the quality of services provided by I&R staff, as well as the integrity of database resource listings. The plan must also include the process by which individuals seeking assistance from the AIC can provide feedback about the services they received. While some of this information can be collected during customer satisfaction/quality assurance follow-up contacts conducted by the AIC, there must also be a process for tracking customer-initiated feedback and any complaints reported. The Quality Assurance Plan is a dynamic plan subject to reviews and updates frequently by the Grantee and System Agency. It must also be available to authorized System Agency staff at all times. The Grantee must provide the Quality Assurance Plan during the following deliverable periods: A. Submit an initial Quality Assurance Plan, 45 calendar days prior to the scheduled operational start date, or as directed by System Agency.