MOD | D | Army Response Team - Notice of Intent and Performance Work Statement

FBO DAILY ISSUE OF MARCH 16, 2012 FBO #3765
MODIFICATION

D -- Army Response Team - Notice of Intent and Performance Work Statement

Notice Date: 3/14/2012
Notice Type: Modification/Amendment
NAICS: 541519 — Other Computer Related Services
Contracting Office: ITEC4, NCR PARC (NCR-CC), Directorate of Contracting, 2461 Eisenhower Avenue, Alexandria, VA 22331-0700
ZIP Code: 22331-0700
Solicitation Number: W91QUZ12RARTB01
Response Due: 3/21/2012
Archive Date: 5/20/2012
Point of Contact: Gregory Anderson, 703-325-2922
E-Mail Address: ITEC4, NCR PARC (NCR-CC)
(gregory.b.anderson.civ@mail.mil)
Small Business Set-Aside: N/A
Description: Pursuant to FAR 5.203(a), the purpose of this notice of intent is to improve small business access to acquisition information and enhance competition by identifying contracting and subcontracting opportunities and promote early exchanges of information about the future acquisition through allowing vendors to submit capability statements addressing their ability to perform the required services during the bridge interim time period, April 1, 2012 to June 11, 2012, without a learning curve. Specifically, the required services include technical and functional engineering support services for the deployment, upgrade, and sustainment of the Department of Defense (DoD) Standard Procurement System's (SPS) contract writing software throughout the Army's acquisition community, for both the Continental and outside the Continental United States (CONUS and OCONUS), as described in the Performance Work Statement(PWS) provided below. The services are currently being performed by CACI Enterprise Solutions, Inc. (CACI), 4114 Legato Road, Fairfax, VA 22033-4002 under Contract W91QV1-10-C-0077 awarded by Mission and Installation Command (MICC), Fort Belvoir, VA. This contract expires March 31, 2012. The Government intends to negotiate a short-term bridge contract with CACI, for the period, April 1, 2012 to June 11, 2012. The bridge will be issued in accordance with FAR Part 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Items. The bridge will provide for continuity of services for the Office of the Deputy Assistant Secretary of the Army (Procurement) (DASA-P) and allow sufficient time to compete and award the follow-on contract. The Solicitation for the follow-on, RFP W91QUZ-12-R-0017, has been posted on Federal Business Opportunities (FBO). The authority for exception to other than full and open competition is Title 10, U.S.C., Section 2304(c) (1), as implemented by the Federal Acquisition Regulation (FAR) 6.302-1. This exception applies when an award must be ISSUED on a sole source basis because only one responsible source and no other supplies or services will satisfy agency requirements. All responsible sources other than CACI, may submit Capability Statements. Capability Statements shall not exceed 20 pages and are due no later than 4:30 p.m. on March 21, 2012 (EDT). Please email submissions to: Ms. Alyssa A. Murray, Contracting Officer, Army Contracting Command-National Capital Region (ACC-NCR), email: Alyssa.a.Murray.civ@mail.mil and Gregory B. Anderson, Contract Specialist, ACC-NCR, email: Gregory.b.anderson.civ@mail.mil. Thank you. Revised Performance Work Statement for SPS Army Response Team (Effective 1 Apr 2012) 1 Scope The purpose of this document is to obtain technical and functional engineering support services for the deployment, upgrade, and sustainment of the Department of Defense (DoD) Standard Procurement System's (SPS) contract writing software known as Procurement Desktop-Defense (PD ), throughout the Army's acquisition community, for both the Continental and outside the Continental United States (CONUS and OCONUS). The services sought herein will also include the PD integration software components incorporated in the suite of tools known as the PD Adapter, SPS Legacy Integrations, General Funds Enterprise Business System (GFEBS), Electronic Document Access (EDA) and the Configuration Data Repository-Administration (CDR/CDR-A). The Contractor will work closely with the Deputy Assistant Secretary of the Army (Procurement) (DASA (P)) and the Army Business Center for Acquisition Systems (ABCAS) to deliver quality, day-to-day engineering support services to the Army's SPS user community. 2 Objectives The Office of the Assistant Secretary of the Army for Acquisition, Logistics and Technology (OASA(ALT)), Deputy Assistant Secretary of the Army (Procurement) (DASA (P)), Enterprise Business Systems Directorate (EBSD), has a requirement for information technology/engineering services to support the hardware/software infrastructure of the U.S. Army's SPS operational user community. The Army's acquisition and SPS goals will be achieved by approximately 8,100 acquisition professionals through the user of the software suite comprised of PD, third party software (COGNOS and Sybase), the government-owned Standard Procurement System-Legacy Integration, PD Adapter (including webMethods, EDA and the CDR/CDR-A), and/or other government- or contractor-owned interfacing processes. The primary goal of this SOW is to enable the various Army Commands (ACOMs), Army Service Component Commands (ASCCs), Direct Reporting Units (DRUs) and Agencies listed in Table 4-1 below to sustain operational success with PD current and future versions. 3 Background Contract No. N68939-96-D-0010 was awarded to AMS of Fairfax, Virginia (novation to CACI, Inc. of Fairfax, Virginia occurred in 2006) by the U.S. Navy's Naval Sea Systems Command in 1996 for the development of the current Standard Procurement System. Contract administration was ultimately transitioned to the Defense Contract Management Agency (formerly the Defense Contract Management Command), then to the U.S. Army Program Executive Office Enterprise Information Systems (PEO EIS) and ultimately the Business Transformation Agency (BTA). The SPS Joint Program Management Office (JPMO) provides the following services for all Department of Defense sites: SPS software and user licensing, functional support through the Contractor's SPS Help Desk, adhoc user training, and integration software. While the JPMO funds (partially) and executes these standard services, coordination of these activities is the responsibility of each DoD service component using SPS. The DASA (P), EBSD has chosen to use an integrated implementation and support strategy that combines Army specific planning and support with coordination and scheduling of SPS standard services. This integrated approach is designed to facilitate partnership between the JPMO, DASA (P) and the Contractor, to ensure that Army contracting activities are able to sustain their contracting missions. The DASA (P), EBSD, as the Army's SPS Component Management Office (CMO), is the Army's functional proponent of this requirement. The Army Business Center for Acquisition Systems (ABCAS) at the U.S. Army Software Engineering Center (SEC-L), Ft. Lee, Virginia, houses the Army's SPS evaluation facilities and maintains the role of Army SPS business process consultants. The Contractor will be required to work closely with the DASA (P), EBSD and ABCAS to deliver quality, day-to-day engineering support services to the Army's SPS user community. For purposes of clarity, references to "interfaces" or "integration" with respect to the PD product shall include all government- and commercially-owned software comprised in the software suite known as the PD Adapter, the CDR/CDR-A, and "translator" packages that support the following processes: ABSS Automated Business Services System * AIRS Automated Integrated Requisition System AMCISS Army Materiel Command Installation Supply System CAPS Computerized Accounts Payment System CEFMS Corps of Engineers Financial Management System DAI Defense Agencies Initiative DMLSSDefense Medical Logistics Supply System EDAElectronic Document Access e-DARTS Electronic Document Automated Requirements Tracking System GFEBSGeneral Funds Enterprise Business System IAPS Integrated Automated Payment System * RMS Resource Management System TAMMIS Theater Army Medical Management Information System SAP U.S. Army TACOM-ARDEC, Picatinny Arsenal, NJ * These are U.S. Air Force managed integration systems to PD. They are used by the National Guard Bureau and the Army Contracting Command-Korea's contracting activity. Should support for these services be required, the Army Response Team (ART) shall coordinate with the Air Force support team. The Air Force has indicated that IAPS and ABSS may be replaced by the Defense Enterprise Accounting and Management System (DEAMS). 4 Requirements 4.1 Program Objectives The Contractor will: Provide technical and functional support via an ART to resolve Army-specific PD, or integration issues that cannot be resolved either through the SPS Help Desk. Provide technical and functional support via an ART team to assist sites in performing PD upgrades, as appropriate. (The Base SPS Contract includes CLINs for on-site deployment upgrade support and should be put under a separate order with the JPMO.) In addition, the ART will provide support for the application of PD service releases, as may be issued from time to time. Focus on support of the Army sustainment process for PD v4.2 Increment 2, and provide SPS Program Management support to the Army CMO, the Army SPS Desk Officer, the SPS-Army Consolidated Enclaves, and ABCAS, Ft. Lee, VA. The contractor will assist with the sustainment of operations for the use of v4.2 Increment 2. Provide technical advice and guidance to ABCAS relative to the use of their test facility (hardware and software) for the evaluation SPS-related software, and for issues related to technical and functional matters reported by the user community Provide assistance and coordination in the Army's efforts towards a consolidation of its SPS and related server machines, such as Application Server Framework (ASF) and PD2 Adapter servers. ART efforts in this respect will be done with Army interests in mind. Provide operational support to the ACOMs, ASCCs and DRUs as outlined in Figure 4-1, which is the most current information. This Figure will need to be updated and provided to the Government as a deliverable with data received from the Army Desk Officer and/or Army SPS sites. FIGURE 4-1 CURRENT ARMY SPS LOCATIONS AND USERS. Command/ UnitOrganization NameNo. SitesEst. Users AMC/ACC*Army Contracting Command823765 INSCOM*U.S. Army Intelligence and Security Command220 MEDCOMArmy Medical Command2454 MRMCU.S. Army Medical Research and Materiel Command1152 NGB*National Guard Bureau1914 SDDC*Military Surface Deployment and Distribution Command180 SMDC*Army Space and Missile Defense Command2131 USACEU.S. Army Corps of Engineers22,353 PEO-STRIArmy PEO Simulation, Training and Implementation190 C3CENTCOM Contracting Command4205 Total968164 *Commands/Units currently hosted in an SPS-Army Consolidated Enclave The support provided by the Contractor shall not include: Creation of scripts to alter the fundamental way that the PD, SPS Legacy Integrations, FPDS Engine, or PD Adapter software operates. Issues directly related to inherent problems with the GCE-developed website, or the migration of historical data during the transition to FPDS-NG, but rather will be strictly limited to PD interaction with, and connection to, said website as configured in the FPDS-NG System Administration task. This connectivity is predicated upon proper functionality of the website. Onsite database migrations or full walkthroughs of the process for those databases not hosted in the SPS-Army Consolidated Enclaves without separate negotiations as to cost and support. Full walkthroughs of a site's self-performed Cross-Platform Database Migration Hardware or Infrastructure maintenance Issues directly related to inherent problems with the Central Contractor Registration (CCR) website, but rather will be strictly limited to PD interaction with, and connection to, said website as configured in the CCR System Administration task. This connectivity is predicated upon proper functionality of the website. Deployment related tasks (e.g. upgrades, migrations, etc.) for sites that are not currently managed by the SPS-A support team with the exception of migrations into the SPS-A enclave. 4.2 Operational Objectives 4.2.1 Army Program Management The contractor's objective is to provide program and project management support to the Army CMO. The contractor shall provide resources with the appropriate skill sets capable of preparing troubleshooting, briefings, presentations, spreadsheets, technical and statistical analysis and data feedback. The support must be of high quality, cost effective and efficient. Success will be judged solely on CMO and Army installation customer satisfaction. The DASA (P), EBSD requires the Contractor to provide centralized communication and management to ensure continued operational (functional and technical) success with the SPS program. The Contractor's ART Management Team will work closely with the DASA (P), EBSD, ABCAS, the JPMO, and other SPS teams to ensure smooth execution of required tasks. The Contractor will engage in teaming with the Army to provide: Data to facilitate strategic decisions (bullet papers, white papers, etc.) Support for key Army briefings, conferences and demonstrations Periodic metrics of Army SPS issues to include Help Desk trend analysis and action plan development/implementation Maintain Army issue slides, task lists, and action items Participation in DIPR meetings, as required Participation in monthly In-Process Reviews and other meetings, as required Periodic status reports to CMO/Desk Officer, including a summary of achievements, risks and action items Effective management oversight of the ART personnel Coordination and communication with contractor's management for sustainment activities including the Help Desk, deployment, upgrade, training, and product team activity Identification of functional/technical issues pertaining to the pre/post upgrade/sustainment activity 4.2.1.1 Management Team The Contractor will establish a Management Team, comprised managers that can assist with decisions relative to ART resource allocation and provide project management support. Timely notification will be made to the Contracting Officer's Representative and Army Desk Officer prior to the reallocation of key staff designated to the ART by the Contractor's Management Team. Key Staff Roles and Responsibilities: SPS ART Project Manager: The Project Manager (PM) shall be responsible for overall direction, management, and daily operations of the ART. The PM acts as a liaison with all SPS Customer Support Teams, the Contractor's senior management and the SPS JPMO. SPS ART Technical Lead: The Technical Lead shall coordinate the technical efforts across the team as directed by the ART PM and take an active role in Severity 1/2 and/or difficult Service Requests and issues. 4.2.1.2 Project Plan and Status Report The contractor will provide the Government with a specific project schedule/plan that outlines the scope of work included in this PWS. Upon acceptance of the baseline project plan by the Government, the contractor will provide monthly updates to the plan, along with a Project Status Report that provide explanation of schedule deviations and strategies to mitigate continued schedule slip. The monthly Project Status Reports should inform the Government of the work that has been accomplished to-date and the tasks currently being worked by the project team, and should identify risks and issues that may impact the successful completion of the project. Reports should provide an explanation of risks and issues and include strategies to mitigate project risk. 4.2.1.3 Communication Plan The contractor will develop a Communication Plan that outlines the methods and frequency of communicating project status to key project stakeholders. The contractor will perform a stakeholder analysis and environmental scan associated within the Army SPS Community. The analysis will serve to identify interested parties and recognize stakeholder needs, concerns and/or functional requirements. The analysis will also develop a comprehensive stakeholder engagement plan that will serve as the basis of the communication strategy. The Communication Plan should detail the distribution methodology of project deliverables including regular status reports, briefing charts, and project plan updates. The plan should also outline the schedule of regular project meetings - both internal to the project team, as well as external Project Management Reviews and User Feedback Forums. The plan should describe the appropriate use of formal communication strategies such as email distributions or postings to any of the Army SPS web portals. The contractor will be responsible for executing the key tenants of the Communication Plan including the management of the various formal communications strategies across the Army SPS Community. Central to this is the content hosted on the Army SPS web portal. The contractor will provide a resource to manage and curate the content posted to the portal and ensure that project deliverables and work products are available to the general user population. In addition, the resource will maintain the stakeholder management plan - and update as necessary throughout the project lifecycle. The contractor will also monitor the effectiveness of the Communication Plan throughout the period of performance of this effort and make updates accordingly. 4.2.2 ART Operational Support The contractor's objective is to provide operational support for the Army SPS user community. The contractor shall provide resources with the appropriate skill sets capable of diagnosing, troubleshooting and resolving technical and functional issues related to maintaining, upgrading and operating Army contracting SPS sites. The contractor shall strive for satisfactory resolution of all issues. Success will be judged solely on CMO/Desk Officer satisfaction with a 90% satisfaction rating as the minimum acceptable level. The Contractor will establish an Army Response Team (ART) to assist Army user sites in the implementation and sustainment of SPS in operational environments (garrison and contingency), including software and interface upgrades to newer service release versions. The ART will be an integrated team composed of functional and technical experts capable of resolving operational issues, and enabling users to achieve and sustain a high level of proficiency with the PD software. The ART will provide: Dedicated functional and technical experts that can be deployed (travel) to any non-contingency site to resolve critical PD, PD Adapter/CDR/CDR-A, COGNOS and Sybase operational issues. Depending on the nature of the issue, support will be provided from the Contractor's facility whenever possible. Coordinated support with other the Contractor's SPS support teams to ensure timely feedback of operational issues. PD, PD Adapter, Sybase, COGNOS software maintenance and service release upgrade coordination, and user support. Support to the ABCAS in their endeavor to support the Army's SPS testing operations, and assist ABCAS business process consultants by answering technical and functional questions. Conference support (when required) by facilitating breakout-sessions, workshops, issue resolution sessions, and Q&A sessions. Provide assistance in the preparation of metrics, issue slides, white papers, etc. Provided bi-weekly (Thursday) ART Ticket reports to Desk Officer Provide an approval process for each contracting office that is preparing to install a new version of the SPS software. The approval will at a minimum insure that each database is sound and can safely be converted to the new version of the software. Each office will be required to go through this approval process prior to having access to the new software. The desk officer will be provided the status of each office as it is approved or rejected. If this process reveals that an office should not be upgraded, the ART team will assist the office to correct the problem. Reinstallation of SPS software (specifically Sybase and the PD Database) components when such reinstallation is necessary to recover a site's operations as the result of any downtime caused by a hardware or software failure as defined in the SPS Help Desk Agreement as a Severity 1 or 2 issue When an issue develops that cannot be resolved through the SPS Help Desk or SPS-Army Enclave Help Desk, the ART will take immediate action to resolve the issue or provide alternatives to eliminate or mitigate the issue during standard working hours of 0800-1700 EST. 4.2.3 ART Operational Off-Peak Support [Option] The contractor will provide as-needed telephonic/pager support for issues escalated to the ART outside of the standard working hours of 0800-1700 EST. Between 1700 EST Friday and 0800 EST the following Monday, and each evening from 1700 to 0800 (Monday through Thursday) - the ART will operate on an on-call basis in order to support the Army SPS Worldwide Community. During these off-peak hours, the ART shall only support issues that are classified as Severity/Priority 1 or Severity/Priority 2 issues, where SPS operations are severely impacted and a specific user community cannot proceed with operational use within the application. Mechanisms will be in place to escalate these Severity 1/2 issues to ART during these off-peak hours. Issues not categorized as a Severity 1/2 will be handled during the standard working hours of 0800-1700 EST. 4.2.4 SPS-Army Enclave Technical Support The contractor will continuously advise the Government on the optimum configuration of the SPS software components within the hosted environments that make up the SPS-Army Consolidated Enclaves. The Contractor will provide support in determining proper hardware, software, and network configurations to support the core PD contract writing software; the PRweb software; and the integration software components. The contractor will provide continuous (just-in-time) recommendations for allocation of enclave resources to support the ongoing migrations to the consolidated environment. On a quarterly basis, the Contractor will document the current system architecture at each hosted location and provide recommendations for improving the system design to better support the test and production operations of SPS across the Army. The contractor shall provide the necessary analysis to determine the appropriate deployment strategies based upon the technical requirements of the project while ensuring compliance to both the established Army SPS Server Consolidation System Architecture and the procedures as published by the SPS JPMO to include SPS Help Desk policies. As necessary, the contractor will provide SPS Technical Deployment support either from the contractor's facility or on-site installation, upgrade, configuration, or migration support at any of the Army Consolidation Server sites. The Contractor will not need to provide dedicated technical analysts for this task. Resources necessary for this task will be diverted from other technical or system administration tasks within this PWS on an ad-hoc basis at the specific request of the Government. The government will fund all travel costs associated with any on-site deployment support. 4.2.4.1 Database Migration Standard Operating Procedures The Contractor will maintain the Standard Operating Procedure (SOP) that outlines the necessary management, functional, and technical steps necessary to perform a database migration from a source site to a target SPS-A Enclave. This SOP must include, in detail, all of the processes necessary for the planning, execution, testing, and certification of the successful migration of any/all SPS databases to the consolidated environment. In addition, the SOP must include processes that allow for the collection of metrics to determine success/failure of a migration. The Contractor will ensure that the process aligns to accepted "self-migration" procedures as published by the SPS JPMO and conforms to SPS Help Desk policies. On a quarterly basis, the contractor will deliver an update to the SOP document that includes the technical lessons learned from any previous executions of the SOP. 4.2.4.2 Refine SPS-Army Consolidated Enclave On-boarding Process The Contractor will modify the standard JPMO database migration report template to contain information pertaining to the success of the migration. The report will include output of any/all testing including functional Measures of Success scripts and performance metrics to include Reliability, Availability and Maintainability statistics. In addition, the report will also include metrics on the length of time each step of the process took to complete. The Contractor will provide the Government with a comprehensive set of survey questions and technical methods to collect relevant performance statistics for the installation-based SPS environments based on availability, reliability, and maintainability metrics. This performance survey will address not only the PD application, but also PRweb and PD integration software components. The results of this survey are intended to serve as a performance benchmark that can be compared to availability, reliability and maintainability metrics once databases have been moved to the consolidated environment. On a quarterly basis, the contractor will compile metrics collected from completed database migrations and deliver an analytical Migration Metrics Report that identifies trends and presents mitigation strategies to streamline existing processes and procedures. The contractor will also deliver a revision to the performance survey included in the report template based on the findings of the Quarterly Migration Metrics Report. 4.2.5 SPS-Army Enclave Responsibility Assignment and Configuration Management The contractor will develop a Responsibility Assignment (RASCI) Matrix to include all parties which interact with the SPS-A Enclaves for the purpose of clarifying roles and responsibilities across the cross-functional/departmental consolidation project. The matrix should include the designated role and applicable job responsibility and a clear assignment to a specific party or individual. The primary focus of the Responsibility Assignment (RASCI) Matrix should be on the Configuration Management tasks associated with the operations and maintenance of the SPS-A Enclaves. The contractor will develop a Configuration Management Plan and an Operations and Maintenance Standard Operating Procedures (SOP) documenting the recommended operations and maintenance procedures for the SPS-A Enclaves. The SOP will include the specific tasks each party is responsible for when applying any software or hardware patches/upgrades within the enclave. This document will be updated on a continuous basis when any task deficiencies are encountered. 4.2.6 SPS-Army Enclave Application and System Administration The contractor will provide full time technical analysts to perform SPS System Administration for the sites hosted in the SPS-Army Consolidated Enclaves. SPS System Administration Support Services from the contractor's facility or at designated government facilities, either CONUS or OCONUS. When necessary, operational support activities will be conducted at the site level. The government will fund all travel costs associated with any on-site support. The contractor shall provide the appropriate personnel that possess PD product knowledge, technical expertise, implementation experience, and an understanding of the Army's business model and SPS deployment objectives. The contractor will provide resources that will be responsible for all duties required of a Functional or Technical System Administrator on all SPS and related products installed at any of the Army Server Consolidation Sites. The duties will include assisting users with PD -related functional matters; resolving problems, serving as an authorized caller to the SPS Help Desk, maintaining database servers; and managing PD client installations on the Citrix environment. Functional tasks may require the system administrator(s) to support changes to the site-specific security model. The system administrator(s) may be required to provide refresher workshops as needed to keep site personnel current on the PD system and the Army's implementation and business processes. The Contractor will adhere to the set of Operations and Maintenance SOP that contains the recommended administration procedures for use by functional and technical support personnel. This set of procedures will contain the tasks necessary for the day-to-day "care and feeding" of the system, as well as a comprehensive plan for testing and deploying scheduled software upgrades in the consolidated environment. The system administrator(s) will provide assistance to PD users on problems encountered during daily operation. For issues that cannot be resolved, the system administrator(s) will relate the problem to SPS Help Desk and pass the provided resolution back to PD users. The system administrator(s) will call in and follow-up on Help Desk issues within the scope of the SPS Help Desk Agreement. The system administrator(s) will adhere to the Configuration Management Plan. The system administrator(s) will coordinate with, and receive approval from, the SPS-A Technical Configuration Control Board (TCCB) before making any changes in the related software or hardware. 4.2.6.1 Database Layer Maintain the Sybase databases residing at the SPS-A Enclave by conducting the tasks required for Sybase database administration (DBA), and for maintaining the PD System Administration module. Database Operations The system administrator(s) will perform all necessary backup and recovery operations in support of PD. In order to ensure the integrity of backup and recovery operations, the system administrator(s) will verify that backup procedures are being followed on a daily basis. Monitor Physical Storage Continuously monitor usage of SAN Storage connected to the database servers within the SPS-A Enclave. Proactively communicate risks to Government personnel on an as-needed basis. Back Up Databases To ensure a full recovery, the system administrator(s) will back up critical databases frequently, including the PD production, TN/MWS, CDR, PRweb, master, sybsystemprocs, and sybsecurity databases. The system administrator(s) will also backup the master database before and after each SPS task that affects disks, storage, databases, or segments, such as the following procedures: Creating or deleting databases Initializing new database devices Adding new dump devices Creating, dropping, or modifying a segment Adding new Sybase ASE logins Adding any new device mirroring The system administrator(s) will ensure that checkdb, checkcatalog, checktable and checkstorage utilities are run against each production database on a regular basis in concert with the database backup plan. The system administrator(s) will recognize errors and error messages and respond to those errors appropriately. Documenting Maintenance Activities The system administrator(s) will maintain a calendar of backup activities related to regular maintenance. The calendar must list database maintenance-related procedures performed at a site, such as: Using Sybase's Database Consistency Checker (DBCC) Backing up user and system databases Examining the error log contents for ASE Server and Backup Server Running update statistics Examining auditing information Automating Maintenance Procedures The system administrator(s) will automate backups using an Operating System (OS) script or utility to perform the necessary backup commands. In addition, the system administrator(s) will verify the database's consistency using DBCC through automated procedures. Implementation of SPS Service Release and Sybase Application upgrades The system administrator(s) will coordinate when Sybase ASE needs to be upgraded from the current version. The system administrator(s) will ensure upgrades comply with the SPS Help Desk Agreement. The administrator(s) will work with the Government personnel at DASA(P)and the SPS-A Enclaves to schedule times for necessary outages during Sybase and SPS Service Release applications. 4.2.6.2 Presentation/Application Layer The system administrator(s) will maintain the PD Client, PRweb application and Citrix software (in support of SPS) residing at the SPS-A Enclave by conducting the tasks required for SPS administration. The contractor will be given the necessary administration access to the servers that are needed to complete these tasks by SPS-A Enclave hosting personnel. Implementation of SPS Service Release and Published Application Maintenance As the SPS program fields new Service Releases and maintenance releases for PD, the system administrator(s) will plan and perform the upgrade in a manner to minimize disruption to the users by using Citrix Published Application best practices. The system administrator(s) will ensure a timely upgrade of all connecting clients, and ensure that all client software is on the same PD version as the databases at the completion of the upgrade. Non-PD software upgrades include any upgrade to existing applications on current workstations or existing servers that interact with SPS (i.e., Microsoft Office, web browsers, etc). The system administrator(s) will not be responsible for performing non-PD software upgrades, but will assess the impact of any non-PD software upgrades on PD prior to the upgrade taking place. Reporting The system administrator(s) will be responsible for troubleshooting issues resulting from the field attempting to run ad hoc reports. In addition, the admin team will also be expected to run reports as needed using ACBIS, the local Cognos tools, the FPDS-NG site, the EDA site, or other Army or DoD Business Intelligence systems. Clause / Reference Library and SPS Standard Data Updates The system administrator(s) will download the upgraded clauses from the PD web site or alternate source when a new FAC or DAC becomes available. The system administrator(s) will update the clauses in the PD database and update the reference library on a shared drive or on client machines, as appropriate. Any SPS Standard Data updates will be applied to the Enclave databases when made available by the SPS JPMO. The administrator(s) will work with the Government personnel at DASA(P) and the SPS-A Enclaves to schedule times for necessary outages during these updates. 4.2.6.3 Integration Layer Implementation of SPS Service Release and webMethods Application upgrades When applicable, as Service Releases and maintenance releases for the SPS Adapter are available, the system administrator(s) will plan and perform the update in a manner to minimize disruption to the users. The administrator(s) will work with the Government to schedule times for necessary outages during these updates. The system administrator(s) will ensure that there is a seamless upgrade between the PD database and the interface components (including Trading Networks (TN), my webMethods Server (MWS), and the CDR) since there must be uniform versions between the interfaces and PD. 4.2.7 Contingency Contracting The contractor's objective is to provide support for the Army Warfighter utilizing SPS in austere environments. The contractor must be able to respond to service requests received from the SPS Help Desk within a reasonable time. The contractor shall provide troubleshooting and issue resolution related to maintaining contingency operations worldwide. Success will be judged solely on CMO/Desk Officer customer satisfaction with a 90% satisfaction rating being the minimum acceptable level. The Army is currently engaged in contingency contracting operations at locations both CONUS and OCONUS. At a preponderance of these locations, the PD software is used on a laptop, which may or may not be connected in a standard network configuration. With the exception of the Standard Procurement System-Contingency (SPS-C) security model and SPS-C synchronization utility, the technical/functional support required for the PD software in contingency environments is no different than that required for PD operations in garrison environments. Users of PD in contingency environments may require support during hours outside of the normal duty hours of the SPS Help Desk. Since the standard use of PD in contingency environments is covered under the SPS Help Desk Agreement, those users will be expected to request support through the SPS Help Desk. Those service requests for contingency contracting that are deemed out-of-scope will be passed to the ART for processing. Due to time zone difference, the ART will respond to issues passed to it by the SPS Help Desk within a reasonable timeframe relative to the receipt of the call. Only under extraordinary circumstances will the ART be expected to address contingency service requests at times other than normal working hours (defined as 0800-1700 EST). These will be mutually agreed upon by both the Army Desk Officer and the ART. When required, and where practical, the ART will conduct on-site assist visits to help resolve operational issues related to the use of PD in contingency contracting environments. Travel to areas deemed hazardous or high risk by the U.S. Department of State or the Department of Defense will be at the discretion of the Contractor. 4.2.9 Travel 4.2.9.1 Operational On-Site Support When required, the Contractor will conduct on-site assist visits to help resolve operational issues and provide additional support for system administrators and functional end-users. On-site travel will be required to perform maintenance (other than routine maintenance, which is the responsibility of the site) to the PD software. Travel decisions will be based on an evaluation of the criticality of site's issue(s) and alternatives. Travel by ART personnel will be at the discretion and direction of the Desk Officer and will be coordinated and approved prior to commencement. Travel will be reimbursed based on actual costs, in accordance with the JTR and the established CLIN on the basic SPS contract, by reference in any subsequent contract resulting from this SOW. 4.2.9.2 Conferences and Meetings When required, the Contractor shall participate in Army, ACOM and JPMO level conferences, utilizing ART resources. Support at conferences and meetings will include sharing product knowledge, technical and procurement expertise, implementation experience, and an understanding of the Army's business model and SPS deployment objectives. 4.3 Contractor Performance 4.3.1 Support and Execution The Contractor shall support the Army's operational users by providing ART assistance throughout the period of performance. The Contractor's Army Management Team will provide guidance to the ART executing in the field and will support the Army CMO, Desk Officer and ABCAS in risk identification and mitigation, and coordination with the JPMO. Representatives at the DASA (P), EBSD, ACOMs, ASCCs, DRUs and user sites may contact the ART if issues cannot be resolved through the normal SPS Help Desk process, or if there is a need for additional support (i.e., assistance visits, documentation, training, etc.). Issues reported to the ART, or requests for assistance will be coordinated with the Desk Officer prior to initiating any action. If coordination with the Desk Officer and the COR cannot be accomplished prior to taking action to resolve an issue, notification will be made to the Contracting Officer at the earliest practical moment. The ART will conduct on-site assist visits to help resolve operational issues and provide additional coaching for system administrators and functional end users, and will track issues and action items and monitor service calls received by the SPS Help Desk. 4.3.2 Expertise and Experience To accomplish the tasks described in this SOW, the Contractor shall use a team approach that utilize resources that possess PD product knowledge, technical expertise, implementation experience, procurement expertise, and an understanding of the Army's business model and SPS deployment objectives. 4.3.3 Responsive and Proactive The ART Management Team, including the Project Manager, will be responsive to the designated Contracting Officer's Representative (COR), and the Army Desk Officer who functions as the Alternate Contracting Officer's Representative (ACOR), acting within his or her delegated authority. The ART Management Team will attend regular Army status meetings. In these meetings, Government and Contractor representatives will review team progress, identify potential barriers for success, create agendas for upcoming meetings, outline upcoming deliverables, and illuminate current issues and trends impacting the Army's SPS community that require resolution. 5 Performance Requirements Summary (PRS) The contractor's requirements are summarized into performance-based objectives that relate directly to mission essential items. The performance standard and performance metric describes the minimum acceptable levels of service required for each task. These requirement standards are critical to mission success. For metrics pertaining to issue response and issue resolution, performance will be measured as outlined in Figure 5-1 Performance Requirements Summary below. The ART is not required to meet the AQL outlined in Figure 5-1 in the following situations: Contingency Environments (e.g. JCC-I/A, SPS-C environments) due to communication issues Issues that relate to hardware or infrastructure outside of the control of the ART Issues that are reported during non-standard business hours (standard business hours assumed to be Monday - Friday 0800-1700 EST) FIGURE 5-1. PERFORMANCE REQUIREMENTS SUMMARY (PRS) Task AreaPerformance RequirementPerformance StandardPerformance Metric/Desired OutcomeMonitoring Method Paragraph 4.2.1CMO Support/Army Desk Officer SupportProvide monthly deliverables and updates to the Government for an average satisfaction of 90%90% of the monthly deliverables and updates to the Government are metReview timelines of contract deliverables and routine coordination with the CMO/Army Desk Officer Paragraph 4.2.2ART issue Contact TimeAn average of 90% of SR's have initial ART contact within 24 hours90% of the Service Requests have initial ART contact within 24 hoursRoutine feedback from and coordination with the Army Desk Officer Paragraph 4.2.2ART Issue Resolution Severity 1An average of 90% of Service Request have ART resolution provided within 24 hours90% of Service Request have ART resolution provided within 24 hoursRoutine feedback from and coordination with the Army Desk Officer Paragraph 4.2.2ART Issue Resolution Severity 2An average of 90% of Service Request have ART resolution provided within 72 hours90% of Service Request have ART resolution provided within 72 hoursRoutine feedback from and coordination with the Army Desk Officer Paragraph 4.2.3Off-Peak ART Issue Contact Time Severity 1/2An average of 90% of SR's have initial ART contact within 2 hours90% of the Service Requests have initial ART contact within 2 hoursRoutine feedback from and coordination with the Army Desk Officer Definitions: Response time is defined as the time it takes for an Authorized Caller to be contacted by the first SPS ART Analyst who attempts to troubleshoot the issue. Resolution time will be calculated as the time required by the SPS ART Staff to identify a correct solution to an Authorized Caller's issue, minus any time the SPS ART is awaiting a response from the Authorized Caller or a 3rd party vendor. Resolution time commences when an issue is sent to ART. 6 Administrative 6.1 Place of Performance All operational support activities will be performed primarily from the Contractor's facility or at designated government facilities, either CONUS or OCONUS. When necessary, operational support activities will be conducted at the site level, and all support will be coordinated with the CMO and the Desk Officer. 6.2 Deliverables The Contractor shall prepare all technical reports in contractor format. The Contractor shall deliver all reports in an electronic medium using Microsoft Office 2003 or later, and delivery shall be via e-mail, unless otherwise required. Monthly status reports on all open tasks shall be submitted no later than the 15th of each month for the preceding month. The Contractor shall deliver a periodic summary of accomplishments by the ART when required. If the contractor does not receive comments or approval on the deliverable in the specified period of time, the contractor will assume approval of the deliverable. Bi-Weekly open ART ticket report shall be provided to the Desk Officer. FIGURE 6-1. ARMY RESPONSE TEAM DELIVERABLES DeliverableFrequencyDelivery DateApproval/acceptance Date Program Management Status ReportMonthlyNo Later Than (NLT) the 15th of each month for the preceding month5 days after delivery Monthly Project PlanMonthlyNLT the 2nd Tuesday of each month5 days after delivery Army Monthly IPR SlidesMonthlyNLT the 2nd Tuesday of each month 5 days after delivery Army Monthly Metrics ReportMonthlyNLT the 2nd Tuesday of each month for the preceding month5 days after delivery ACOM, ASCC, DRU ChartQuarterlyIn accordance with project plan5 days after delivery Army ART Ticket ReportBi-weeklyThursday (Bi-weekly)3 days after delivery TOC Status Report (Option)DailyNLT 3 pm the following day (each day during which the TOC is in operation)3 days after delivery Communication PlanQuarterlyIn accordance with project plan5 days after delivery Configuration Management PlanQuarterlyIn accordance with project plan5 days after delivery Operations and Maintenance SOPQuarterlyIn accordance with project plan5 days after delivery Architectural System Design DocumentQuarterlyIn accordance with project plan5 days after delivery Database Migration SOPQuarterlyIn accordance with project plan5 days after delivery 6.3 License Rights The Army shall have Government Purpose License Rights to all designs, data and documentation prepared as a result of this contract. 6.4 Government Furnished Property All required Government Furnished Property (GFP), Equipment (GFE), Material (GFM), or Information (GFI) shall be delivered to the Contractor in a timely manner. As stated previously, the Contractor may be required to attend meetings at government facilities. The Army will provide the Contractor access to DoD functional experts, documentation and reports relating to specific tasks 6.5 Security Requirements It is envisioned that the work under this PWS will be unclassified in nature. Contractor personnel visiting any government facility in conjunction with this contract shall be subject to the standards of conduct applicable to government employees, including all applicable security requirements. Site specific approval regarding access, issuance of security badges, etc., will be coordinated as required. 6.6 Period of Performance This PWS shall be in operation from 1 April 2012 to 11 June 2012. Nothing follows.
Web Link: FBO.gov Permalink
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Place of Performance: Address: ITEC4, NCR PARC (NCR-CC) Directorate of Contracting, 2461 Eisenhower Avenue Alexandria VA; Zip Code: 22331-0700
Record: SN02696306-W 20120316/120314234828-5312a984f3cf330ba5b0d592bcd1ad99 (fbodaily.com)
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D -- Army Response Team - Notice of Intent and Performance Work Statement