What improvements have been made in FEMA’s contracting process since hurricanes Katrina/Rita?

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What improvements have been made in FEMA’s contracting process since hurricanes Katrina/Rita?

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FEMA has been conducting ongoing quality assessments of the maintenance and deactivation contracts’ (MDC) performance within each of the Gulf Coast Ssates. FEMA developed a new standard operating procedure for implementing the Quality Assurance Plan (QASP), which measures timeliness, quality and customer satisfaction of MDC performance uniformly across the Gulf Coast. Each month, all maintenance, emergency maintenance and deactivation work orders are sampled for each contractor and then evaluated against specific criteria outlined in the QASP. The evaluated work orders are assigned a score. Each monthly score is reviewed with the contractor and guidance is given on how to improve. At the end of each quarter, the sampled work orders are evaluated and based on the scores an incentive or disincentive of 15% to -15% of the invoiced amount is applied to each contractor. The new plan focuses on ensuring timely delivery of quality services to FEMA housing applicants throughout a trailer life