Attachment_9_Inspection_and_Acceptance_Table.pdf

14-223-SOL-00003

FARM Task Order Statement of Work for Operations & Maintenance

8. Inspection and Acceptance (Pages 15, 16, 17with cell borders)

Task Deliverable/Service Standards Performance Indicators

Acceptable Quality Level

(AQL)

Maintenance Support

Documented performance evaluation, improvement and optimization recommendations

FARM System has to run at maximum documented efficiency level.

99% availability rate for all FARM system applications

Demonstrated Best Practices

Meets recommended upgrades

Database Administration Support

Documented performance evaluation results. Documented performance improvement and optimization recommendations

FARM System has to run at maximum documented efficiency level.

Conduct DBA and other day-to-day administrative duties of the FARM system.

90% of Major Milestones met in accordance with agreed-upon project plans.

Demonstrated Best Practices

Meets recommended upgrades

Release Management

Documented release management plan and recommendations

FARM System release has to follow the release management plan and FDA standards for software release

Best Practices Recommendation/ Documentation

90% of Major Milestones met in accordance with agreed-upon project plans.

Demonstrated Best Practices

Meets recommended release.

For enhancements, documentation is updated to reflect changes within five

(5) days of release.

Testing Testing will be accurate and complete and performed in accordance with agreed-upon (or FDA-approved) test plans.

Modify and test software based on the Change Request process. Identify and prioritize new tasks versus “fixes” of existing programming

99% of acceptance testing will be successful on the first cycle; 99% may require 2 cycles if there are no changes in requirements.

99% of required customizations/enh ancements operate as expected with no negative impact on system/application performance or customer experience.

Indicators

Acceptable Quality Level

(AQL)

Production Support

The contractor shall maintain the FARM system applications.

Continuous maintenance of existing configuration management process and reporting infrastructure

Complete adherence to the CFSAN required security and password controls that are in place, including Federal Information Security Management Act (FISMA), FDA Staff Manual Guide 3250, NIST, and HHS guidelines, HL7 Standards for RPS.

On site production support of all FARM system applications

Administrator Change Request process to gather and document user requested changes for the FARM production system

Maintain existing configuration management process and reporting infrastructure.

Adhere to the CFSAN required security and password controls that are in place, Including Federal Information Security Management Act

(FISMA), FDA

Staff Manual Guide 3250, NIST, and HHS guidelines, HL7 Standards for

RPS.

Adhere to the documentation and configuration management procedures set forth by FDA and CFSAN when conducting all production support tasks.

FARM user satisfaction, CMB review and approval of new enhancements

Indicators

Acceptable Quality Level

(AQL)

Project Management

Project management plan, associated reports, status reports and other related documentation.

Adherence to a project plan on a weekly basis in order to redefine task level of effort, timeframes and scope. Delivery times, timeliness - meeting milestones, deadlines or due dates, adherence to schedule. Example:

standard Project Management software (MS Project)

Supplies necessary information needed for project tasking, cost management, technical and project oversight.

90% of Major Milestones met in accordance with agreed-upon project plans.

Complete, accurate, and timely submissions of reports on project status, project costs, and resources on a weekly basis.

Reporting Problem Reports Timely Problem Reports Supplies necessary information needed to correct system and users problems

Timely reporting of problems