Att._3_-_IDMS_Task_Order_2.pdf

Task Order 2: IDMS Operations and Maintenance Phase Services

I. Background The Department of State (the Department or DOS) requires continued, uninterrupted

Department-wide HSPD-12 compliant Identity Management System and Credential Management

System (IDMS) capability at current One Badge locations. The IDMS Operations and

Maintenance Phase will begin once the contractor’s core solution and enrollment and issuance infrastructure have been fully deployed at all current One Badge locations.

II. Scope The scope of this task order includes all labor, hardware, middleware, software, interfaces, licenses and license maintenance, warranties, card stock, consumables, and services necessary to provide task order management, operations and maintenance, user support and training for the contractor’s IDMS solution at current One Badge locations.

Appendix C, Table C-1, Summary of Domestic IDMS Units, provides the current enrollment, issuance, and self-service card management stations located domestically. Appendix C, Table C-

2, Summary of Overseas IDMS Units, provides the current dual enrollment and issuance stations and self-service card management stations located at overseas locations.

III. Requirements

A. Program and Project Management

The contractor shall provide project management for task order activities, including quality control, personnel management and activity oversight. Specifically, the contractor shall:

1) Provide and maintain a Task Order Management Plan (TOMP) and an Integrated

Master Schedule (IMS) that lay out the logical flow of project events and identify the activities, milestones, significant dependencies, and deliverables for the

Operations and Maintenance Phase.

2) Provide and maintain a Risk Management Plan that identifies, assesses, and prioritizes the risks that are pertinent to the Operations and Maintenance Phase and identifies appropriate strategies to manage or mitigate them.

3) Provide and maintain a Communication Plan that describes how the Offeror will coordinate Operations and Maintenance Phase activities, communicate with and manage multiple stakeholders, and work across DOS organizations and affiliates for project planning and execution with minimal government oversight.

4) Provide and maintain a Quality Control Plan (QCP) that describes the methods the

Offeror will use to review and analyze accomplishment of task order requirements

IAW applicable constraints and standard operating procedures.

5) Provide and maintain a Staffing Plan with a list of names, applicable Labor

Categories, and proposed duties of the personnel assigned to Task Order #2 activities, as well as the approximate percentage of time each individual is assigned. Key personnel shall be clearly identified.

6) Maintain standard operating procedures for all IDMS-related activities and services.

7) Provide briefings to all stakeholders to apprise them of program plans and activities and provide status updates.

8) Provide clear government visibility into program cost, schedule, technical performance, and risk. At a minimum, the contractor shall provide:

a) Weekly Status Reports, including the following information, at a minimum:

i) Resource usage;

ii) System performance against the established baseline;

iii) Unexpected outages and/or reports of performance degradation including issue/problem analyses and recommendations.

b) Monthly Status Reviews, including the following information, at a minimum:

i) Progress on tasks and projects that were scheduled for the month including a checklist demonstrating performance against PMP readiness checks and IMS milestones;

ii) Problems encountered or remaining from prior months and plan to resolve them;

iii) Risks and issues (both backward- and forward-looking);

iv) Tasks and projects scheduled for the upcoming month; and,

v) Resource updates and issues.

c) Quarterly Contract Reviews with the contractor’s program management team, including the following information, at a minimum:

i) Progress on all task orders and projects for the quarter;

ii) Performance reporting on PRS metrics and acceptable quality levels (AQL);

iii) Outstanding issues and problems, measures taken to address them, results, and measures to address any residual issues or problems.

9) Maintain full life cycle documentation for the solution and all interfaces. Update the documentation as changes are made to ensure that it always reflects the most current information. Refer to the documentation and interface requirements in the following

DOS references:

a) 5 FAM 861, Configuration Management,

b) 5 FAM 116, Role of Governance and Policy (GP) in IT Management

c) 5 FAH-5 H-520, Lifecycle Management.

10) Provide and maintain a release schedule that will set the timeframe for change request identification, requirements elicitation, development, testing, flaw remediation, system and program documentation updates, and deployment.

11) Provide configuration management and quality control to ensure that planned hardware and software, database, and operating configuration changes are documented, tested in the appropriate environments, and approved IAW Department-approved SOPs prior to each release.

12) Report all qualified assets using the Bureau of Diplomatic Security, Office of Security

Technology’s (DS/ST) Computerized Maintenance Management System (CMMS).

At a minimum, the contractor shall provide the program and project management deliverables listed in Table 1.

DELIVERABLES DUE DATE

Project Management Plan and

Integrated master Schedule Updates as needed

Risk Management Plan Updates as needed

Communication Plan Updates as needed

Quality Control Plan Updates as needed

Standard Operating Procedures

Updates as needed. Review the set of

SOPs and update NLT each subsequent anniversary of the Date of Award

Quarterly Contract Review Quarterly, NLT 10 business days after the completion of the quarter

Monthly Status Review Monthly, NLT the 5th of the following month

Weekly Status Report Weekly, NLT the end of the first business day of the following week

Full Life Cycle Documentation for the Solution and all Interfaces

Updates as changes are made.

Operations and Maintenance Plan and Guide

Updates as needed

Table 1: Program and Project Management Deliverables

B. Operations and Maintenance The contractor shall provide operations and maintenance (O&M) services to maintain and enhance the functionality, reliability, availability, performance, stability, sustainability and security of the IDMS solution including all incorporated hardware, software, middleware, configurations, interfaces, customizations, and components. At a minimum, the contractor shall:

1) Maintain environments to efficiently allow for the following: development efforts, user acceptance testing (UAT), interface testing, training, production, and disaster recovery (DR). Deliverable products must be validated and tested IAW approved

SOPs to ensure that they meet applicable/specified standards, policy, business requirements and quality measures before they are promoted into production.

2) Provide operations and maintenance in accordance with sound Systems Development

Life Cycle (SDLC) methodologies listed in 5 FAM 600. Information Technology

Systems.

3) Maintain and report on performance against the performance baseline for the

Department’s IDMS solution and technical environment, including supported interfaces. Analyze and report on the impact of infrastructure, connectivity, capacity and other changes to the IDMS environment. Provide subject matter expertise in support of Department efforts to resolve underlying issues or problems that impact

IDMS performance.

4) Provide on-site technical assistance and subject matter expertise in response to reported issues and problems that cannot be resolved remotely. On-site support must be pre-approved by the COR.

5) Provide a robust, comprehensive, intuitive reporting mechanism that produces the full spectrum of data reporting for all identity data and attributes for each identity within the system to include defined and ad-hoc functionality. The reporting solution should be accessed and operated onsite without additional complex programming or specialized staff.

6) Provide centralized management of updates and maintenance releases to all distributed peripherals in the IDMS infrastructure.

7) Update installation, system administration, and user guides as necessary to reflect deployed updates and changes.

8) Respond to all information assurance related requests within 72 hours.

At a minimum, the contractor shall provide the deliverables listed in Table 2.

DELIVERABLES DUE DATE

Enrollment and Issuance Installation

Guide

Updates as needed

System Administration Guide Updates as needed

Enrollment and Issuance User Guide Updates as needed

Table 2: Operations and Maintenance Deliverables

C. Training and User Support The contractor shall provide training and user support services IAW its PWS and approved TOMP/IMS. Specifically, the contractor shall:

1) Maintain and update IDMS curriculum. Provide ongoing training and train-the-trainer services (e.g., courseware, content, tracking, and certification) that meet or exceed the requirements of all IDMS stakeholders (e.g., DS Security Technology Assistant Center

(STAC) and the Network Operations Center (NOC), DS Identity Management (IDM) personnel, and interface partners). Training shall include course material and training content for the following activities: system functional and capability updates;

enrollment, issuance, and system administration user training; system set-up and configuration; Tier 1 and 2 and general workflow trouble shooting and resolution; and

One Badge overseas workflow.

2) Maintain and update the User Support Plan to document any changes in the way that the contractor’s Tier 3 support integrates into the existing ST user support workflow.

Provide updates to checklists and other diagnostic aids provided in support of DOS

Tier 1 and Tier 2 personnel. Receive, acknowledge, track, and resolve assigned/escalated user inquiries, outages, issues, and problems using DS/ST’s work order management system, currently CMMS. Provide documentation updates to reduce the number of duplicate inquiries.

3) Maintain and update the One Badge global deployment workflow, standard operating procedures (SOPs), and testing materials (e.g. system operations testing) to reflect approved changes.

4) Provide a documentation package with all system modifications that includes impacted material, courseware, and process changes.

At a minimum, the contractor shall provide the deliverables listed in Table 3.

DELIVERABLES DUE DATE

Overall Training Plan Updates as needed

Train-the-Trainer Curriculum Updates as needed

Functional Curriculum (system functional and capability updates;

enrollment, issuance, and system administration user training; system set-up and configuration; Tier 1 and 2 and general workflow trouble shooting and resolution; and One Badge overseas workflow.)

Updates as needed.

Train-the Trainer Sessions Once per quarter

Table 3: Training and User Support Deliverables