DRAFT_QASP_FOR_SOURCES_SOUGHT_PURPOSES_1.pdf

Hydrological Database (HDB) Support Services

DRAFT Quality Assurance Surveillance Plan (QASP)

1. Purpose

The purpose of this QASP is to define the methodology and procedures the Bureau of Reclamation will use to monitor and evaluate contractor performance under the IMT HDB Service IDIQ contract.

This ensures services are delivered in accordance with the PWS and meet acceptable quality levels.

The QASP does not change or supersede any contractual requirements in the Performance Work

Statement (PWS); it only describes how the Government will assess compliance.

2. Roles and Responsibilities

Contracting Officer (CO): Overall authority for contract administration.

Contracting Officer's Representative (COR): Responsible for monitoring contractor performance and ensuring compliance with the PWS.

Technical Monitors: Provide subject matter expertise and assist COR in surveillance activities.

Contractor: Performs tasks as outlined in the PWS and provides deliverables in accordance with contract requirements.

3. Definitions

Normal Business Hours: 8:00 a.m.–5:00 p.m., Monday through Friday, Mountain Standard Time

(MST), as defined in PWS §3.2.

MAQL (Minimum Acceptable Quality Level): The lowest level of performance considered acceptable for a given task before corrective action is required.

4. Performance Requirements

The table below specifies the standard for satisfactory performance of the tasks identified in the

PWS and will be used to measure performance.

Task Description Performance Indicator Performance Standard Minimum Acceptable Quality Level (MAQL)

5.1 Provide On-Demand

Technical Support to Reclamation users

Timing of responses (engagement and initiation of resolution) to calls for technical assistance, questions, and support.

75% of all non-urgent calls received after 3:00 p.m. MST or outside normal operating hours must be responded to by qualified Contractor personnel within two (2) hours of the start of the next normal operating period.

50% of all non-urgent calls received before 3:00 pm MST are responded to immediately by qualified Contractor personnel.

25% of all non-urgent calls received before 3:00 pm MST are responded to within two (2) hours by qualified Contractor personnel.

Remaining 25% of non-urgent calls (regardless of when they are received) are responded to within the timeframes defined in the MAQL.

All non-urgent calls must be responded within the next business day.

All urgent calls must be responded to by qualified Contractor personnel within two (2) hours of the call, regardless of when they are received.

5.2 Troubleshoot, diagnose, and

resolve HDB system malfunctions immediately after they occur.

Time to diagnose and resolve reported HDB system malfunctions.

1) 75% of malfunctions diagnosed by qualified Contractor personnel within 24 hours and resolved within 48 hours. 2) 25% of more complex malfunctions diagnosed within 24 hours and resolved within 96 hours.

All reported malfunctions shall be resolved within 4 business days unless extenuating circumstances exist.

5.3 Perform development, coordination, and documentation tasks as specified in task orders.

Completion and delivery of task order-specified deliverables.

Deliverables inspected, accepted, and delivered on time by qualified Contractor personnel.

90% of all task order deliverables delivered on time and in acceptable form.

5.4 Develop and maintain HDB

data access and editing tools, including APIs and visualization tools.

Availability, functionality, and compliance of tools.

Tools updated and maintained per task order; all work performed by qualified Contractor personnel

95% of tasks completed within required timeframe in acceptable form by Reclamation.

5.5 Maintain compliance with

Department of Interior and federal cybersecurity requirements for all contract activities and deliverables.

Documented adherence to SSDF, SDLC, NIST, and FISMA standards.

100% compliance for all deliverables and activities.

Provide evidence of corrective action within 30 days of any finding to prevent escalation to a POA&M.

Remediate or seek Risk Acceptance for any cybersecurity findings that result in a POA&M within 90 days of the published finding.

5.6 Prepare and submit reports

and deliverables.

Timeliness and completeness of reports.

Reports include all required details, are understandable, and submitted on time by qualified Contractor personnel.

90% of reports delivered on time and accepted without revision.

5. Surveillance Methods

Direct Observation: Real-time monitoring of contractor activities.

Document Review: Evaluation of reports, deliverables, and communications.

Customer Feedback: Input from Reclamation staff using HDB support services.

Performance Metrics: Tracking response times, resolution rates, and delivery schedules.

6. Frequency of Surveillance

Monthly: Review of status reports and deliverables in a monthly meeting for timeliness and compliance.

Annual: Formal performance review meetings with contractor and review of reports for completeness, grammar, legibility and overall quality.

As Needed: For urgent issues or unsatisfactory performance requiring immediate attention.

7. Evaluation and Reporting

The COR will compile findings from monthly reviews and annual performance evaluations and submit reports to the CO. Any deficiencies will be documented and addressed through corrective action plans consistent with PWS requirements.

8. Incentives and Remedies

Positive Performance: May result in favorable CPARS ratings and consideration for future task orders.

Deficient Performance: May result in withholding of payments, contract modifications, or termination in accordance with FAR.