J_TE07_SLA Monthly OandM Metrics_1.xlsx
XLSX spreadsheet 22 KB Posted
- Attached to
- Minerals Revenue Management Support System
- Solicitation number
- 140D0420R0005
About this file
This document contains a draft request for proposal for operations and maintenance support services for the Minerals Revenue Management Support System. Key details include:
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The RFP is being issued by the Department of the Interior to support the Minerals Revenue Management Support System for the Office of Natural Resources Revenue. Services required include operations and maintenance support, development and enhancements.
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The performance period is for a one year base period with four one-year options. Offerors should review the draft RFP, attachments and exhibits in detail which include service level agreements and metrics. Potential offerors are encouraged to submit any questions by February 23, 2020. Reading rooms will also be available during this period for offerors to review documents and ask questions of the contracting team.
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The incumbent contractor is currently providing these services. The final RFP is expected to be released after the question and answer period concludes and any revisions to the draft documents are made.
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SLA Descriptions_2020 Section J Technical Exhibit (TE07) MRMSS SLAs System Level Agreements and Metrics
| Note: All references to time-of-day apply to the Mountain Time Zone (Denver); All references to "Day" equate to calendar day unless otherwise stated | ||||
| SLA # | SLA Name | Description | Acceptable Quality Level (AQL) | Measurement Method |
| 1 | Requirements Closure | To modify program applications, customer requirements will be closed within agreed upon timeframes | 95% of requirements are closed on-time in accordance with the agreed upon schedule | Time measurement will begin upon requirements sign-off and end when approval is granted for production migration. Completed when Contractor receives requirements sign off from ONRR in email, and when ONRR sends closure/migration email to Contractor for production migration. If there are reasons for not migrating certain objects as scheduled, ONRR will explain these in the production migration email. |
| 2 | SIR Completion Timeframe | SIRs will be completed within agreed upon timeframes | 97% of SIRs are completed on-time in accordance with the agreed upon schedule | SLA measurement will compare projected and actual UAT migration dates. UAT migration date is identified in the schedule for a given release in the initial phases. This schedule is agreed upon by a member or members of the ONRR COR group and Contractor management. It is completed when Contractor sends a UAT migration confirmation email to ONRR at the beginning of UAT. |
| 3 | Pre-UAT Problem Resolution | System and subsystem level problems will be resolved prior to migration to UAT | 95% of problems resolved | Contractor will provide MRM with a list of system/subsystem testing Contractor will provide ONRR with a list of system/subsystem testing SIRs, one week before UAT begins. Completed when Contractor posts the list of system test SIRs (and their status - rejected, resolved etc.) to the system test eRoom. UAT testers will be set up according to the ONRR provided user list prior to UAT if the user list is available 1 week prior to the start of UAT. Users not on the list prior to 1 week before UAT will be set up as soon as possible. |
| 4 | Pre-UAT Documentation Deadline | Project Subsystem testing documentation is provided to ONRR for review prior to UAT | 100% of the time the required documentation is provided at least 1 business day prior to UAT | Completed when Contractor posts system test scripts to the system test eRoom. All scripts and results will be posted to the eRoom prior to the 1st day of UAT (executed). This is also tracked in the weekly system test status report. |
| 5 | Data Elements Delivery | Communicate new data elements to the ONRR Data Administration Team according to the documented ONRR process | 100% of the time | Completed when Contractor provides the ONRR Data Admin team with known data element changes prior to the beginning of system test for a project that requires data element changes. |
| 6 | MRMSS Failover | MRMSS Financial Systems failover to the secondary site will be completed within four hours | 100% of the time | Completed when Contractor submits the results of a failover test or actual failover to the COR group by email. A member or members of the COR group confirms the results by email. Since activities relating to this SLA don't occur every month, the status will be N/A for those months that activities don't occur. |
| 7 | User Account Management | Complete account initiation, modification, and termination actions for assigned ServiceNow tickets in a timely manner | 20 tickets are completed within 48 hours 98% of the time | Measurement for the account initiation, modification, and termination SLA begins from the assignment of a ServiceNow ticket, which specifically requests one of these activities, to the Contractor O&S team. It stops at the time the Contractor O&S ServiceNow ticket assignment is closed. |
The 48-hour target is measured during normal workdays and excludes weekends and Federal holidays. A ticket received during a holiday or after hours is considered to be received on the next business day.
Results are posted to the eRooms repository on a monthly basis. The exceptions include Contractor Technical Service requests or if clarification is needed from requestor, approver, or ONRR
| 8 | Adverse Termination Activity | Complete adverse termination actions immediately after identification | 100% of the time, adverse termination actions are completed within four (4) hours of identification | The completion of this SLA will take no longer than four hours beginning when an adverse employment termination is identified by the ONRR COR group or Contractor management ending when Contractor notifies a member of the COR group of the termination of employment. Completed when a member of the COR group and Contractor management is notified of termination of employment through phone call and follow up email. Since activities relating to this SLA don't occur every month, the status will be N/A for those months that activities don't occur. |
| 9 | Ticket Resolution | Successful resolution of help desk tickets in a timely manner | 98% of the time, help desk tickets are successfully resolved within 48 business hours | Measurement for this SLA begins at the assignment of a Service Now ticket to the Contractor O&S team. It stops at the time the Contractor O&S ServiceNow assignment is closed. The 48-hour target is measured during normal workdays and excludes weekends and Federal holidays. A ticket received during a holiday or after hours is considered to be received on the next business day. The exceptions include if Contractor O&S team is waiting for ONRR to respond and provide information, if extensive research is needed, or ONRR request the ticket to remain open. Results are posted to the eRooms repository on a monthly basis. |
| 10a | Batch Activities Application Management | Timely completion of mission-critical batch operations, to include AP (D&D both Indian & Federal) processing, Royalty processing, AR processing, GL processing and Reference processing and as further defined by ONRR | ||
| 98.5% of the time mission-critical batch operations are completed by 5:00AM (MT) | Contractor will measure whether mission critical batch jobs have completed by 5:00AM (MT). If the critical batches have not completed, Contractor will notify the applicable member(s) of the COR group and determine next steps. If batches run past 5:00 AM (MT) because of an issue out of Contractor's control, as agreed upon by ONRR and Contractor, the overage is not counted against the SLA. ONRR and Contractor will define the list of mission critical batch jobs to be included in this SLA and define what would be considered in or out of Contractor's control. Results are posted to the eRooms repository on a monthly basis. | |||
| 10b | Non-Critical Batch Activities | Timely completion of non-mission critical batch operations | ||
| 95% of the time non-mission critical batch operations are completed by 8:00AM (MT) | Contractor will measure whether non-mission critical batch jobs have completed by 8:00AM (MT). If the batches have not completed, Contractor will notify the applicable member(s) of the COR group and receive approval to allow the batches to run past 8:00AM (MT). If batches run past 8:00AM (MT) because of an issue out of Contractor's control, as agreed upon by ONRR and Contractor, the overage is not counted against the SLA. ONRR and Contractor will define the list of mission critical batch jobs to be included in this SLA and define what would be considered in or out of Contractor's control. ONRR and Contractor will define the list of non-mission critical batch jobs to be included in this SLA. Results are posted to the eRooms repository on a monthly basis. | |||
| 11 | Security Incidents | Security incidents must be reported to System Owner, CORs and IT Security Staff immediately after they are discovered by Contractor | 100% of the time security incidents are reported within 30 minutes of discovery | Contractor will notify ONRR upon positively identifying a security event. We will record the elapsed time between positive event ID and notification of a member of the ONRR COR group. The MRMSS Computer Incident Response Procedures document provides information on timings and notifications if a security event occurs. Since activities relating to this SLA don't occur every month, the status will be N/A for those months that activities don't occur. |
| 12 | CoOP Delivery | The Continuity of Operations Plan will be submitted to the COR in a timely fashion, in accordance with the contract deliverable schedule or, otherwise, when requested in writing by ONRR | 100% of the time the CoOP is delivered in accordance with the contract or, otherwise, within 2 business days of ONRRs written request | Contractor will submit the Contractor Continuity of Operations Plan to the COR group with the proposal and when requested by ONRR for the subsequent years. We will record the date of Continuity of Operations Plan for SLA measurement. Completed when CoOP is submitted to eRooms. Since activities relating to this SLA don't occur every month, the status will be N/A for those months that activities don't occur. |
| 13a | MRMSS Accessibility | All MRMSS will be accessible online within the hours of 5am to 7pm for critical applications, the exception being scheduled downtime or events beyond Contractor's control | 99.5% of the time | MRMSS applications will be accessible online during normal work hours (5 am to 7 pm MT, Monday through Friday, excluding Federal holidays). Contractor will measure and record MRMSS downtime. Since it is possible for some applications to be up while others are down, the calculation is based on an average of the number of hours that certain applications are up compared to the overall possible hours for all of the apps to be up. The details of this calculation are available in another spreadsheet. Completed when results are posted to the contract erooms repository. Done on a monthly basis. |
| 14 | MRMSS Downtime Notification | Notification of system downtime will be sent to the user population within one hour of problem being reported | 99.5% of the time | Contractor will notify the COR group within one hour of confirmation of system and subsystem outage identification. Notification of the user group will occur within one half hour of COR notification and provided the applicable member of the COR group confirms a message should be sent to the users. If a COR is not available to confirm the message, ONRR has requested that Contractor determine the content of the message and which user group it is sent to. This is for outages that occur during normal work hours and with the timely agreement of the applicable member of the COR group. Completed when results are posted to the contract eRooms repository on a monthly basis. |
| 15 | MRMSS Outage Limit | The system cannot be down for more than one (1) hour per workday, the exception being scheduled downtime or events beyond Contractor's control | 99% of the time | Contractor will measure the SLA against scheduled uptime of the online MRMSS capability during normal workdays. Measurement begins upon a positive identification of an MRMSS outage and ends when the Contractor O&S team confirms MRMSS online availability. 1 hour per workday is defined as an average of the number of hours a system is down versus the number of hours the system is scheduled to be available during a month. This will be calculated for both critical and non-critical applications based on the spreadsheet listing the "MRMSS Application area break outs." Measurement of critical outages are from 5:00am to 7:00pm. Measurement of non-critical outages are from 8:00am to 6:00pm. Results are posted to the contract eRooms on a monthly basis. |
| 16 | Scheduled Downtime | Scheduled downtime will be agreed upon between Contractor and ONRR at least 2 hours prior to commencement | 100% of the time | Contractor will schedule MRMSS system downtime at least two hours prior to commencement unless notified by an applicable member of the COR group to take other action(s). Time of request and beginning of scheduled downtime will be recorded for SLA measurement. Completed when Contractor sends an email notifying of downtimes to the members of the COR group. This email will be posted to the contract eRoom. |
| 17 | EVM IBR Delivery | Earned Value Management Integrated Baseline Review (IBR) due 30 days after contract award, option award, an/or award term | 100% of the time | Contractor will perform EVM IBR within thirty days after contract award, option award, and/or award term. Date of IBR delivery and due date will be recorded for SLA measurement. Completed when monthly report is posted and follow up email is sent to COR group to notify of posting. Since activities relating to this SLA don't occur every month, the status will be N/A for those months that activities don't occur. |
| 18 | EVM Report Delivery | The EVM monthly report submitted in a timely manner | 100% of the time | Contractor will submit the EVM monthly reports within 5 business days after the end of each month. Date of submission and due date will be recorded in eRooms. Completed when monthly report is posted and follow up email is sent to COR group to notify of posting. |
| 19 | POAM Resolution | POAM resolution base on agreed upon timeframe | 97% of the time | Contractor will resolve POAMs within agreed upon time frame. Contractor and ONRR will meet montly to determine status of POAM. |
Business-Focused Metrics Deliverables
| Performance Standard | Acceptable Quality Level (AQL) | Performance Measurement | |
| Financial Audit Documentation Delivery | Contractor supports ONRR's annual financial audits | 100% of the time | Contractor provides requested audit documentation according to an agreed upon schedule between ONRR and Contractor. Since activities relating to this don't occur every month, the status will be N/A for those months that activities don't occur. |
| MRMSS C&A Support | MRMSS is certified and accredited | 100% of the time | C&A MRMSS is retained and certified at all times. |
| SSAE18 Delivery | SSAE18 is delivered by identified time frame | 100% of the time | SSAE18 (or equivalent) will be provided to ONRR in August and February. Since activities relating to this don't occur every month, the status will be N/A for those months that activities don't occur. |
RFP: 140D0420R0005: Operations and Maintenance Support Services for MRMSS
Title: Minerals Revenue Management Support System (MRMSS) - Operations and Support / Development and Enhancement for the Office of Natural Resource Revenue (ONRR)
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