Attachment 2: Quality Assurance Surveillance Plan Hydrological Database Support Services

Hydrological Database (HDB) Support Services
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

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.

5.2 Troubleshoot, diagnose, and

resolve HDB system
malfunctions immediately after
they occur.

Time to diagnose and resolve