030ADV24R0045 - Att. J-5 - TO 2 SOW - Help Desk - UPDATED.docx

B.1. Order Type. This is An FFP order.

B.2. Order Period of Performance. (a) base year and four, successive, 12-month options: 08/01/2024 – 07/31/2029. (b) the optional tier 1 support may be exercised monthly for the entire duration of the order.

C.1 Library of Congress / Legislative Branch Financial Management System The Library of Congress (Library) is the nation's oldest federal cultural institution and serves as the research arm of Congress. It is also the largest library in the world, with millions of books, recordings, photographs, maps and manuscripts in its collections.

The Library's mission is to support the Congress in fulfilling its constitutional duties and to further the progress of knowledge and creativity for the benefit of the American people.

The Financial Services Directorate (FSD) provides policy direction, review, and coordination of all budgetary and financial activities of the Library, including the management of financial management systems.

The long-term vision of the appropriations committees is that all legislative branch agencies will take the necessary steps to obtain core financial accounting system services through one shared environment. The single shared environment is called Legislative Branch Financial Management System (LBFMS) and is managed by the Library’s Financial Systems Division (FSD). The LBFMS is hosted by CGI Federal in the Microsoft Azure cloud for Production, Staging, Test1, Test2, Training, and Development environments.

The LBFMS financial system is CGI Federal’s Momentum® version 7.8 software, a web-based system which provides the tools needed to effectively manage financial and administrative operations. The LBFMS currently provides the financial system and selected financial services for the Library, the Architect of the Capitol (AOC), the Congressional Budget Office (CBO), the Congressional Office of International Leadership (COIL), the Government Accountability Office (GAO), the Medicare Payment Advisory Commission (MedPAC), the Office of Congressional Workplace Rights (OCWR), and the U.S. Capitol Police (USCP). Currently, the system supports approximately 600 Library users and 675 cross-serviced agencies system users, providing the following functionality:

· Funds Management / Budget Execution

· Acquisition Management / Contract Writing

· Accounts Payable

· Disbursing

· Accounts Receivable

· General Ledger

· Reference Data Administration

· Fixed Assets

· Credit Card Accounting / Reconciliation

· Travel Accounting

· Project Cost Accounting

· Interfaces to the National Finance Center for payroll expenditure data

· Interfaces with credit card vendors to load monthly statements

· Interfaces to Treasury’s Invoice Processing Platform (IPP)

· Interface for Treasury disbursing

· Interfaces to Treasury for Collections Information Repository (CIR) transactions

· Interfaces to Treasury for Intergovernmental Payment and Collection (IPAC) transactions

· Interface to Treasury’s G-Invoicing system (to be completed FY24)

· Interfaces to CWTSato’s E2 Travel Management System

· Interface to the System for Award Management (Momentum’s Central Contractor Registration Connector [CCRC])

· Interfaces with Library program and subsidiary systems

· Interface with Maximo Inventory Management software for AOC

· Interfaces with AOC program and subsidiary systems

· ETLs to reporting data warehouses from the Library, AOC, CBO, GAO, and USCP

The LBFMS is maintained by CGI Federal in the Microsoft Azure FedRAMP cloud. The Library provides reporting functionality through the LC Reporting System (LCRS), used by the Library, CBO, COIL, MedPAC, and OCWR, for financial and management reporting. LCRS is a data warehouse updated daily with financial data and utilizes Business Objects for report distribution. It is hosted in the Microsoft Azure cloud and maintained by CGI Federal. AOC maintains a data warehouse and performs its management reporting using Tableau. AOC also uses Maximo and Maximo Mobile for asset and inventory management and this system is interfaced real-time with the financial system. CBO has a financial data warehouse maintained by CGI Federal. GAO has a financial data warehouse that is maintained internally. USCP uses a data warehouse called FinMart for financial and management reporting, and uses Maximo for asset and inventory management (50 licensed users). USCP also uses Maximo but their transaction activity is not interfaced with the financial system.

C.2 Scope The contractor shall provide ongoing Tier 2 Help Desk support of the LBFMS for the Library, COIL, MedPAC, and OCWR and cross-agency issues involving supported Legislative Branch agencies. The Library performs Tier 1 Help Desk support and the software vendor performs Tier 3 Help Desk support. However, an optional task is included for Tier 1 Help Desk support if necessary.

The scope of this task order falls under the following performance area of the Legislative Branch-Wide LBFMS IDIQ contract:

- C.4.1. PERFORMANCE AREA ONE – Help Desk Support C.3 Requirements / Project Tasks C.3.1 General Requirements C.3.1.1 Kickoff Meeting Within 7 calendar days after award, the contractor shall hold a kickoff meeting with the Library COR to discuss high level objectives of the task order, exchange contact information for key personnel, as well as review the deliverable schedule and contract requirements.

C.3.1.2 Status Meeting and Reporting The contractor shall meet with the Library COR each week throughout the task order period of performance to provide an overview of current status. This shall include a review of SLA objectives met, and any reporting discrepancies identified during the period as well as associated recommendations for resolution.

C3.2 LBFMS Help Desk Support The contractor will provide Help desk services to support LBFMS operations for the Library and supported Legislative Branch agencies.

Note: the Library performs LBFMS help desk and user support services to address system issues and support for the Library, COIL, MEDPAC, & OCWR.

AOC, CBO, GAO, and USCP obtain help desk support under separate task orders to address system issues specific to their agencies. However, as the lead partner agency for LBFMS, the Library’s help desk takes the lead for tracking and resolving cross-agency issues, which includes issues affecting more than one agency even if the Library is not affected by the issue.

C.3.2.1. Tier 2 Help Desk Support

The contractor shall support resolution of Tier 2 LBFMS help desk issues that cannot be resolved by the Library’s Tier 1 help desk.

The contractor shall monitor LBFMS system assurance reports on a daily basis for the Library and supported Legislative Branch Agencies to help maintain the integrity of the financial system. This includes reports such as the GL to Budget System Assurance report. The contractor shall notify the COR, the Library’s Financial Systems Deputy Director for Momentum, and the Chief of Financial Reporting when new discrepancies are identified. The Tier 2 Help Desk shall analyze the cause of the discrepancy and recommend a resolution. A report of total unresolved discrepancies shall be provided monthly (See Attachment J-6).

Resolution for software issues that cannot be deployed without a software build, shall be deployed using a move packet by the hosting task order contractor team. It is the responsibility of the Tier 2 Help Desk team to perform the following tasks prior to deployment: develop and test the change, support UAT, and develop and submit the Move Packet (SQL Script) for approval. The contractor is responsible for creating SQL scripts to resolve issues in the system, when necessary. Move Packets must be documented and approved in the Library’s change management process, which is managed in a Library hosted JIRA instance. The Library requires an average of 10 SQL scripts per month. See Attachment J7 with a list of historical SQL scripts from FY 2023.

Software issues that are resolved with a new system build shall be moved to defect status on the issue log by the Tier 2 Help Desk. Software builds are managed and deployed by the hosting task order contractor team. Tier 2 Help Desk contractor teams are responsible for performing in-depth issue analysis and testing of all software issues to confirm the validity of an existing software defect prior to submitting to the Momentum baseline (e.g., baseline) support team. The Tier 2 Help Desk team includes Functional and Technical Momentum experts who support the issue analysis prior to submitting defects to the baseline team for consideration. If the defect is accepted by baseline, the Tier 2 Help Desk is responsible for a) submitting the defect to the LBFMS build team for tracking, and b) updating the issue log accordingly.

The contractor shall hold a weekly meeting with the Library’s COR and Momentum support staff to review issues. The contractor is responsible for maintaining its own issue tracking system that will assign tracking numbers per issue, and support designation of active or resolved for each issue within the weekly report to the Library COR.

Also, the contractor shall lead a monthly LBFMS cross-agency issues (Production Support) meeting to share issues and to help obtain agency response to close out issues. The contractor shall provide time for each agency’s help desk to share their open system issues that might affect other agencies.

The contractor’s Tier 2 help desk shall work remotely.

It shall be staffed with individuals with a combination of functional and technical Momentum experience. Functional staff shall be proficient in all system modules, but especially Momentum Acquisitions Plus, Momentum Project Cost Accounting, and Momentum Financials Plus (General Ledger/Accounts Payable/Purchase Card/Accounts Receivable). Functional staff shall also have federal financial management experience, with system accounting experience highly desired. Technical staff should have an understanding of the application database, workflow, and system integrations. Skills should include at minimum SQL and webMethods experience. Attachment J-8 provides an overview of the Library’s desired help desk workflow.

Attachment J-9 provides the types of Tier 2 issues worked between October 2022 and September 2023 with counts. The contractor is responsible for maintaining staffing levels to meet SLAs, including during periods of increased issues.

The next planned upgrade is Spring 2025 to Momentum Version 8.1, which usually increases the number of issues coming in. For many projects like interface deployments and upgrades, the Library usually contracts the implementing vendor to provide a period of post-implementation support, in which case they would provide Tier 2 services for those issues during that period. Any unresolved issues at the end of the period would be transitioned to the Library’s Tier 2 support vendor.

C.3.2.2. Optional Task - Tier 1 Help Desk Support The Library requires a contractor to provide one full-time equivalent (FTE) to support the Library’s Momentum Help Desk on Monday to Friday during the hours 8:00am through 6:00pm. The contractor must provide adequate coverage between 8am to 6pm Monday - Friday. Adequate coverage means the contractor may split the work between two resources as a morning and evening shift, but at least one person must be available at all times. No support is required on Federal Holidays or weekends. Contractor staff must respond within four hours of receiving a help request; however, this performance level will not be measured through a service level agreement (SLA). Responses occurring at the end of a day where the agreed maximum initial response time goes past 6pm, may be responded to the next business day. Response to acknowledge troubleshooting is in process shall be made to the LBFMS user and cc: the momhelp@loc.gov email account.

This option may be exercised on a month-to-month basis and will be available for the duration of the order.

Library, OCWR, and COIL users submit their Momentum Support Requests (MSR) into ServiceNow, which is a workflow tool used to track the receipt and resolution of MSRs. CBO and MEDPAC users submit their MSRs to a shared email account (momhelp@loc.gov) used by our LBFMS Tier 1 Help Desk support staff. New CBO and MEDPAC requests shall be entered by the LBFMS help desk support staff into ServiceNow for tracking purposes. Issues are received for LBFMS-Momentum, interfaces to LBFMS, the Library of Congress Reporting System, G-Invoicing, E-2 Travel system, and the Invoice Processing Platform (IPP).

Momentum support requests are entered by system users via an anonymous submit screen where they enter basic information – Name, Email, Request Subject, Description, Momentum Document Type / Number, and Agency (see Figure 1). They also have the ability to attach a file if they cannot copy screen shots into the Description field. After the request is submitted, ServiceNow sends an email to the submitted email address with the ServiceNow ticket number.

Figure 1 – Momentum Support Request – Anonymous Submit A request enters ServiceNow in an “Open and Un-Assigned” status. The Tier 1 Help Desk support staff are responsible for self-assigning requests as they come in and when they are ready to work on their next request. Assigning the ticket moves it to “Working in Progress” status. The contractor’s staff shall diagnose the issue and remediate. Types of issues that we expect Tier 1 to address include creating / modifying / inactivating user profiles and filing supporting documentation, account resets / password changes, new vendor setup, reference table updates, and perform initial investigation of Momentum errors and advise on resolution or escalate. More complex issues that cannot be resolved by Tier 1 Help Desk support staff in a reasonable amount of time shall be provided to the Library’s primary system administrator for review. If the primary system administrator knows how the issue shall be resolved, he will provide that information to the contractor’s support staff so they can either fix or communicate the fix to the user and note the resolution for similar future issues. If the primary system administrator does not know the resolution, he will submit the issue to the Tier 2 support team. When the primary system administrator is out of the office, unresolved issues shall be provided to the Library’s Deputy Director, Financial Systems for Momentum. If neither are available, then the issue shall be submitted directly to the Tier 2 support team and copy the primary system administrator and the Deputy Director.

In ServiceNow, issues shall be completed as follows (see Figure 2):

· Tier 1 support reviews “Open and Un-Assigned” issues and assigns the issue to a Momentum Support Analyst along with the appropriate Momentum Category.

· Tier 1 support responds to the user’s request via ServiceNow by entering the response in the ‘Additional Comments’ field. This generates an e-mail response back to the user.

· If the Tier 1 support resolves the issue, select the Close Task button, and ensure a resolution summary and description is populated on the issue.

· If more information is required from the user to diagnose the issue, Tier 1 support shall request the additional information from the user via the ‘Additional Comments’ field to send an e-mail to the user. When the information required is provided by the user, Tier 1 support shall receive an email notification from ServiceNow.

· If the issue is sent to the Tier 2 help desk for troubleshooting, then Tier 1 support shall send an e-mail to the Tier 2 help desk vendor.

· Upon confirmation, Tier 2 support will provide a tracking number. The Tier 1 support analyst will update the Momentum Category to indicate the issue was sent to the Tier 2 support vendor and populate the tracking number in the ‘Tracking Number’ column and close the task. Tier 2 helpdesk will track the issue through resolution via the Production support process.

· If the issue is transferred to a different Momentum Support Analyst for Tier 1 resolution, Tier 1 support shall click the Update button, change the Momentum Support Analyst, and then click the Save button. ServiceNow will send an email to the new Momentum Support Analyst notifying them of the issue assignment.

Figure 2 – Momentum Support Request – Tier 1 Analyst Options for In Work status Attachment J9 provides a summary of issues worked between October 2022 and September 2023 with counts.

C.4 Service Level Agreements The Service Level Agreements (SLA) provide both the LBFMS agencies and the Contractor with a concrete, measurable framework for service delivery. Properly defined service levels will help LBFMS and the Contractor drive service improvement while maintaining focus on the most important performance metrics.

C.4.1 Help Desk Issue Resolution The Contractor shall be subject to the following SLAs for Help Desk issue resolution:

· Urgent – 1 business day

· High – 3 business days

· Medium – 5 business days

· Low – 7 business days

· Urgent – 14 days

· High – 30 days

· Medium – 90 days

· Low – 180 days Note: This period does not apply for any issue pending a response from the Library of LBFMS staff for more than 5 days or issues that are moved to defect status.

C.4.2. SLA Reporting The Contractor shall document the results of the service level monitoring in a quarterly Service Level Report (SLR) that is due to the LBFMS COR by the 20th of the month for the preceding three month’s performance data. The report shall include:

C.5 Deliverables and Schedule The following table provides a summary of all required events and deliverables:

Every week

C.6 Staffing and Key Personnel The contractor must identify a Functional Lead, a Technical Lead, Project Manager, and a Systems Accountant as key personnel. These individuals will be included in the key personnel clause for the task order and the contractor shall adhere to all requirements of the clause. Key personnel must have federal financial system experience supporting and providing strategic guidance to the Federal Government within the last 5 years.

Base Year Labor Mix

Labor Hours Minimum Qualifications

Project Manager – Key Responsible for coordinating overall team/project activities, maintaining project documentation, tracking deliverables and financial information

- BA/BS degree

- 5 years of project management experience with financial management system operational support

Technical Lead – Key This person is responsible for managing the operations and maintenance for the Momentum application and serves as the primary contact. In addition, they are responsible for coordinating activities and issues with the hosting facility

- BA/BS degree

- 3 years’ experience supporting Momentum

Functional Lead - Key This person is responsible for managing support for functional Momentum issues.

- BA/BS degree

- 3 years’ experience supporting Momentum

- BA/BS degree

- CPA and/or CGFM certification preferred

- 3 years’ experience with USSGL experience

- BA/BS degree

- 1 years’ experience supporting Momentum

- BA/BS degree

- 1 years’ experience supporting Momentum

Team members with certifications such as the Project Management Professional (PMP), Certified Information Systems Security Professional (CISSP), Certified Government Financial Manager (CGFM), and Certified Public Accountant (CPA) are preferred.

Contractor staff performing system administration for the environment must undergo a Minimum Background Investigation (or NACI completed in the last 10 years) and be cleared in accordance with LCD 5-410.1, policies 4.1.1.d & 4.1.1.e, before they can access the LBFMS environment.

C.7 Government Furnished Property and Information The Library will provide the contractor with access to all third-party deliverables that are within scope of the documentation activities required under this task order, as well as the associated task orders that form the basis of those deliverables’ requirements. Additional system documentation (if available) and access to Library networks and systems will be provided as necessary to support the contractor’s fulfillment of the requirements.

The contractor’s Tier 2 help desk shall work remotely.

The contractor shall furnish its own laptops and employee resources to connect to Library networks.

The Library will provide space for contractor employees during the onsite reporting days.

C.8 Travel The Library will not separately reimburse contractor travel expenses incurred in performance of this contract.

C.9 Intellectual Property Rights The Library shall have unlimited rights in and rights to use, modify, or reproduce any deliverables provided under this contract in accordance with FAR Clause 52.227-14, Rights in Data. These rights include, but are not limited to, the right to use, disclose and reproduce applicable contractor work product (e.g., documentation, software code, processes and procedures, best practices). The Library has the right to share contractor work product with other contractors for future solicitation and/or contract purposes.

C.10 Transition The Library will require a transition period to occur at the beginning and end of the help desk support contract from the incumbent contractor to the newly awarded contractor. Based on funds availability, the Library plans to provide four weeks overlap between contractors to review open issues, provide any outstanding documentation, and to go over help desk procedures to include reporting formats and any applicable SOPs or training guides. The incumbent contractor will provide support until the new contractor has access to Library systems and has conducted an initial meeting with Library personnel to review outstanding issues. After that point, the newly awarded contractor will perform required help desk support and the incumbent contractor will perform contract closeout activities under their respective contract, including returning any government furnished property and information to the Library. The project manager for the incumbent contractor shall be available for questions until the end of its period of performance.

C.11 Non-Disclosure The contractor shall not release to anyone outside the Contractor’s organization any Government-furnished or Library information, regardless of medium, pertaining to any part of this contract and the services performed herein, unless: (1) the Contracting Officer has given prior written approval; or (2) the information is otherwise in the public domain before the date of release. See also LC52.239-1. Requests for approval under this paragraph shall identify the specific information to be released, the medium to be used, and the purpose for the release. The Contractor shall submit its request to the Contracting Office at least 10 business days before the proposed date for release. The Contractor agrees to notify all contractor employees working on this contract of this restriction and agrees to include a similar requirement in each subcontract under this contract. Subcontractors shall submit requests for authorization to release through the prime contractor to the Contracting Officer.

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