WSAMS PWS v7.docx

U.S. Department of State Bureau of Consular Affairs Office of Consular Systems and Technology

Website Support & Administrative Management Services (WSAMS)

Table of Contents

3.1.9 Quality Control Plan…………………………………………….…………………………….……….17

3.3.5 AMS Development Support………………………………………………………………………………22

TRAVEL………………………………………………………………………………….…………………44

1.0 PURPOSE AND OBJECTIVES

The purpose of this contract is to obtain services for Operations and Maintenance (O&M), Tier III support and enhancements in support of the internal/external facing informational websites and web applications and Administrative Management Systems to include request and procurement tracking system, onsite cash registering system, and UI database management system of the Department of State (DOS), Bureau of Consular Affairs (CA), Office of Consular Systems and Technology (CST). The Contractor shall perform migration and decommission activities over CA’s production websites to support the development, production and management of modernizing CA/CST’s website governance, architecture, and design, and ensure compliance with the fast-paced changes inherent to data processing and business requirements. Additionally, the Contractor is to provide cloud hosting services, and innovative and modernized solutions for web services that integrate with CA/CST’s modernized consular systems. Having a reliable baseline of informational websites and web applications assists CA headquarters, overseas, and domestic users in disseminating and presenting relevant and accurate information in a user-friendly and accessible way.

Enhancement of these systems is limited to those mandated by law or mandates and to non-mandated enhancements for bug fixes, patches, operational efficiencies. Enhancements include testing and deployment plans prior to deployment.

The Contractor should note that Legacy Systems may be retired in full or in part, during this contract period of performance. If CA/CST does choose to retire any system, the Contractor shall supply documents and artifacts in accordance with CA/CST requirements. The Contractor shall cooperate and coordinate with change control on accounting for the full inventory of Intellectual Property (IP) prior to completing any decommission process.

2.0 BACKGROUND

CA is charged with protecting and assisting United States (U.S.) citizens abroad, issuing passports to U.S. citizens, and issuing immigrant and non-immigrant visas to foreign nationals according to the laws of the U.S. Government.

CST is tasked with providing CA’s mission critical information technology (IT) resources to support 300+ Consular locations including approximately 230 overseas posts, 29 domestic Passport agencies, 2 domestic Visa processing centers, and an array of information, book/card print, passport centers, DOS annexes, and Contractor sites. CST supports approximately 10,000 worldwide clients, to include 1,200 CA customers at various locations in the National Capitol Region (NCR).

CA/CST develops, deploys, and supports complex IT solutions to automate the functions for the Department from concept to product, including research, design, development, testing, and launch. CA/CST also develops and implements standards for the Bureau's enterprise architecture (EA), maintains the Consular Consolidated Database (CCD) for real-time access to visa and passport records worldwide, monitors data quality, and ensures system architecture meets current and projected requirements, applying leading-edge technology solutions for systems' performance and security.

Within CA/CST, the Production Service Design & Development Division (CA/CST/PSDD) is responsible for developing and maintaining production application software, business intelligence and reporting tools, and web content that support the mission of CA. The division is organized into two branches: the Mission Production Services Branch (MPS) and the Business Intelligence & Management Services Branch (BIMS). The Business Intelligence and Management Services Branch manages the design, development, and maintenance of applications to support enterprise reporting and management information systems within the bureau.

CA/CST external facing websites and web applications listed below include an external component (public facing) and an internal component (DOS facing). The internal component includes the following business functions: administration, data validation, application management, configuration management, reporting and integration to CA/CST production systems.

Website and Web Application Descriptions:

TSG – Travel.state.gov- This is the main public facing website providing information in support of U.S. Passports, U.S. Visas, International Travel, Intercountry Adoption, International Parental Child Abduction and Vital Records.

CAWeb - This is the main website for Consular Affairs, including sub sites for each business Office in the CA Bureau.

JWOL - (JVISA WAIVER ON-LINE) is a web-based application service that allows Exchange Visitors to complete a J Visa waiver application online and print the forms including a 2D barcode with all the data included. JWOL is an ASP website written in VB Script and communicates via ODBC with its own database. There is no submission to, or replication with the WRS database. The information scanned into WRS via the JWOL generated barcodes supports the waiver recommendation process managed by WRS. The JWOL database does not communicate with the WRS database; yet avoids a case file number collision by generating only odd case file numbers. As an ASP application, JWOL requires Microsoft's Internet Information Services (IIS) web server.

A J-1 visa.

Is a non-immigrant visa issued by the United States to research scholars, professors and exchange visitors participating in programs that promote cultural exchange, especially to obtain medical or business training within the U.S.

Waiver of the Exchange Visitor Two-Year Home-Country Physical Presence Requirement Some exchange visitors with J-1 visas are subject to a two-year home-country physical presence requirement. It requires you to return home for at least two years after your exchange visitor program. This requirement is part of U.S. law, in the Immigration and Nationality Act, Section 212(e). If you cannot return home for two years, you must apply fora waiver. The Department of Homeland Security must approve your waiver before you can change status in the United States or receive a visa in certain categories.

OPSS - (ONLINE PASSPORT STATUS SYSTEM) The OPSS Admin program allows the OPSS users to view and maintain information in the OPSS OpenNet database. The application allows authorized users to update the content of OPSS messages sent to passport applicants, revise the content of the public and PKI websites, and manage the OPSS and TDIS reference data element codes and descriptions. Users can also review logs of status record uploads and public website visits and create summary reports for management. Finally, the user can search for passport application status records in both the OPSS and TDIS databases.

2DB - The 2-Dimensional Bar Code (2DB) is a Department of State (DoS) internet-based application that consists of three operating components:

1. Passport Wizard

2. Reporting Tool

3. DS-64 Tool - It’s a tool used by the CLASP (consular lost and stolen passports) Team to process DS-64s. Passport Wizard can be used to send an online DS-64 and it is received in the DS-64 Tool as well. These forms need to be processed quickly so that they can be flagged.

The 2DB application data is generated when users apply online, accessed through Travel.State.Gov, and complete a series of questions regarding the nature of their application: new applicant, renewing, or change of name. Once data is populated into the “questionnaire”, the Wizard populates the finished and appropriate DS form, based upon need. 2DB places a 2-dimensional barcode in the upper left corner of the form, and the applicant prints out this form to take to an acceptance facility or mail to an agency. Once received by the agency, the barcode can either be manually entered or scanned into the Travel Document Issuance System (TDIS).

STEP - Smart Traveler Enrollment Program: Public-facing website designed for travelling American citizens to register their country visit plans with those embassies. The purpose is to provide contact data to make their whereabouts known to these embassies to receive any critical notices from them in times of local strife where their safety may be in jeopardy.

ISCS - (Internet Status Check System) web-based app used to track status of waiver apps in WSR that were submitted using JWOL. ISCS allows users to check the status of their student visa waiver application online.

CEAC – Suite of Apps (Consular Electronic Application Center)

1. Status Check - A new CEAC application has been developed to allow applicants to check the status of their visa application.

2. AGNATO - EAC- class non-immigrant visas / class non-immigrant visas /North Atlantic Treaty Organization (A/G/NATO or AGNATO) is a web-based application which allows AGNATO applicants applying domestically (DoS or USUN) to complete and submit the on-line DS-1648 nonimmigrant application form.

3. GENNIV - General Non-Immigrant Visa Application) Also referred to as the DS-160 form. This is the online form that nonimmigrant visa applicants must complete to obtain a visa to come to the United States. The form will eventually replace the following paper forms: DS-156, DS-156E, DS-156K, DS-157, and DS-158.

EAMS - The Enterprise Appointment Management System (EAMS) system is intended to be an enterprise-wide solution to managing appointment calendars and scheduling case applicants for appointments. The system will be designed to interface with multiple case processing systems (IVO, NIV, ACS, TDIS, as well as next generation case processing systems). The initial release of the system will include two components:

1) A Web Service (EQMS-WS) component handling interaction with other systems, accepting electronic appointment requests and processing logic rules to assign appoints to each request.

2) A Calendar Management (CM) component presenting a user interface for creating and managing calendars, assigning logic rules to respond to appointment requests, and handle exceptions, errors, or manual overrides to the appointment assignments made by the Web service in execution of the user defined rules.

The Production System Development Division (PSDD) in CA/CST has developed several Administrative Management Systems (AMS) which are used by CA staff to manage resources, budgets, equipment and supplies, services, etc. The major systems involved in this effort to be supported under this contract are as follows.

Administrative Management Systems (AMS) descriptions:

GSD-RT (General Services Division- Request Tracker) - Used by GSD to track purchase requests. Supports the procurement of physical goods, products, and capital assets to be used by CA. GSD tracker has the potential for being re-platformed.

ACRS (Automated Cash Register System) - ACRS provides posts and Consular Agencies with the ability to collect and record consular service fees, create receipts, interface with credit card transactions and to perform daily and monthly reporting activities. It consists of a standard PC, two cash drawers, a receipt printer, and an optional report printer. The ACRS system interfaces with the CST system for user administration and security, and for common reference data.

ACRS now utilizes .Net Framework 4.6.2 in production and .Net Core in future release. ACRS client-side executable is developed with Windows Presentation Foundation (WPF) using .NET Framework 4.6.2. The database backend is Oracle 11G moving to 19c, with application supporting 19c. SVN is utilized for source control.

CST (Consular Shared Tables) - CST is an application to maintain and manage tables of data used and approved by the Visa Office and Comptroller’s Office as well as those specific to individual locations. These tables include but are not limited to post codes, country codes, visa codes, reciprocity schedules, refusal codes, etc. Most of these tables are maintained by CA/Visa Office (CA/VO) with updates automatically distributed to posts via Oracle replication. CST is also used to administer user IDs, passwords, and user roles for CA applications. CST currently supports the following systems deployed overseas: Automated Cash Register System (ACRS), Non-Immigrant Visa (NIV), Immigrant Visa Overseas (IVO) and American Citizen Services (ACS).

Consular Shared Tables - Password (CST-PWD) is an adjunct to the CST application that allows CA system users to change their CST system passwords. While the CST Admin is responsible for creating user IDs and passwords and assigning roles through the CST application, users are responsible for changing and maintaining their own passwords after that. Both CST-PWD and CST-ADMIN are locally based applications residing at overseas and domestic locations.

CST utilizes .Net Framework 4.6.2. the client-side executable is developed with Windows Presentation Foundation (WPF). The database backend is Oracle 11G migrating to 19C. SVN is utilized for source control.

3.0 SCOPE OF WORK

The Contractor shall support CA/CST internal and external facing informational websites and web applications.

The scope of this Task Order will include the following:

· Program Management and Support Services

· Transition Support

· Development

· Design and Development

· Quality Assurance Testing

· Training Support

· Website Governance Model Development Support

· Enhancement of the AMS system.

· Operations and Maintenance (O&M) Support

· Non-Emergency Patch and Maintenance Releases

· Tiers III & IV Support

· Cloud Hosting and Operational Support

· Modernization

· Security Tasks

· Security Operations

· Information Assurance and Compliance Support

· Security Operations Support

· Patch and Security Update

· Continuity and Disaster Recovery

· Maintaining and hosting specific Government-Furnished Equipment (e.g. printers and scanners) at Contractor site for development and testing, ensure compliance with iPost and other security requirements.

· Migrate and decommission selected systems/applications.

The Contractor shall be skilled to work in databases and applications and tools as listed in the AMS Technical Environment.

Industry experience has shown that Lean and Agile practices, when implemented correctly, produce higher quality products. CA has adopted a SAFe Agile approach for AMS operations, maintenance, and engineering projects, and expects operations of CA/CST services to flow from this approach. The Contractor shall adhere to the CA/CST practices and guidelines that facilitate this approach.

Table 1 (below) provides a high-level outline of in-scope and out-of-scope activities detailing responsibilities for the Contractor; however, the scope of this contract is not limited to the following:

Table 1: In-Scope and Out-of-Scope Activities

3.1 PROGRAM MANAGEMENT AND SUPPORT SERVICES

The Contractor shall be responsible for the effective management and administration efforts performed under this task order. The Contractor shall be responsible for ensuring that all work activities are performed in a timely, efficient, and cost-effective manner while maintaining the highest quality of performance. The Contractor shall institute and maintain an effective, efficient, and responsive management organization that shall provide administrative support for all tasks under this task order. The Contractor shall oversee all contracted personnel and subcontracted resources used in the performance of this task order.

The Contractor shall be responsible for program control and management for this effort. In this role, the Contractor will execute activities essential to a successful task order performance. These activities include but are not limited to the following:

A. Resource Management

1. Manage the Contractor’s personnel and staffing (including development, maintenance of staff clearance and evaluation)

2. Maintain and meet all training and certification requirements set by the Government which include, but are not limited to DOS, DS, CA, and CST

3. Allocate and schedule the Contractor’s resources

4. Provide a technically proficient and professionally capable staff that is established and maintained throughout the life of the task order

5. Minimize personnel turnover and motivate individuals to achieve excellent performance

6. Provide seamless phase-in of Contractor personnel without interruption

7. Identify all resources used for performance of work under the contract and clearly define their roles

8. Identify all subcontractor(s) used for performance of work under the task order and effectively manage their work

9. Support and adhere to all IT policies, guidance, instructions, and direction provided by DOS

10. Maintain Capability Maturity Model Integration (CMMI) Level III-DEV ratings for the duration of the contract

11. On-Boarding

· Visitor Access Request (VARs) forms shall be completed and submitted to Diplomatic Security (DS) for verification of security clearance (required before issuance of badge)

· Ensure training requirements for contract team members are completed (e.g., annual security training, and as directed/approved by the Contracting Officer’s Representative (COR) or Government Technical Monitor (GTM)).

· Badges are required for OpenNet access

· CA account access/delete requests B. Cost Management

1. Ensure all tasks, projects, deliverables stay within the task order budget

2. Report budget overrun or over burn in a timely manner

3. Manage travel and other direct costs closely to prevent over burn

C. Quality Management & Quality Assurance

1. Identify and implement process improvements on a continuous basis in an effort to improve both the timeliness and quality of the Contractor’s work products

2. Manage quality effectively and in accordance with the Contractor’s Quality Control Plan (QCP)

3. Bring to the Government’s attention possible new approaches, ideas, innovations, process improvements, methods, or state of the art technologies to enhance/improve operations.

4. Maintain at least International Standards Organization (ISO) 20000 certification for duration of the contract

5. Develop and manage processes to ensure quality across all activities

D. Risk Management

1. Ensure risks that may impact the Contractor’s performance are identified, assessed, managed, and reported

2. Resolve issues while minimizing the impact on schedule, scope, and cost of affected task order activity

3. Maintain risk logs

E. Schedule Management

1. Establish and baseline schedules for all projects as agreed upon with the Government

2. Establish an Earned Value Management process to manage and track project schedules and costs, and ensure that schedule and cost variances remain within acceptable levels according to the agreed upon Service Level Agreement (SLA)

3. Deliver reliable, effective, and efficient services on time

4. Resolve problems with minimal disruption to the activities being performed under the task order

F. Scope Management

1. Implement processes to manage the Contractor’s scope across the PWS including projects.

2. Support and adhere to all IT policies, guidance, instructions, and direction provided by DOS

G. Communication Management

1. Coordinate and communicate with stakeholders (Government management and technical resources, Contractors, etc.)

2. Report on task/activity/project/program status

3. Report on task order performance

4. Work cooperatively with other Contractors, stakeholders, Government personnel and management

5. Provide feedback and reporting on performance in all areas of task order performance

6. Document lessons learned that may enhance or streamline future program activities

H. Business Relationships and Presentations shall include:

1. Monthly presentation of the Contract Status Report (CSR) as directed by the Government

2. Demos of systems, releases, or patches to business units, stakeholders as directed by the COR/GTM

Specific support required also includes the following: kick-off meeting participation, project management plan development and submission, weekly activity reporting, monthly contract status reporting, standard operating procedures support, and subcontracting performance report. These are described below.

3.1.1 Kickoff Meeting

The Contractor shall schedule, coordinate, and host a Post-Award Orientation/Project Kick-Off meeting at the location approved by the Government within ten (10) business days of contract award. The meeting shall provide an introduction between the Contractor and Government personnel who shall be involved with the contract. The meeting shall provide the opportunity to discuss technical, management, and security issues, and travel authorization and reporting procedures. At a minimum, the attendees shall include Key Contractor Personnel, representatives from the directorates, other relevant Government personnel, and the COR and GTM.

At least three days prior to the Kick-Off Meeting, the Contractor shall provide a Kick-Off Meeting Agenda for review and approval by the CA/CST COR and the CA/CST Government Technical Manager (GTMs) prior to finalizing. The agenda shall include, at a minimum, the following topics/deliverables:

1. Points of Contact (POCs) for all parties.

1. Risks

1. Review of CA/CST’s immediate needs and long term goals, and approach to achieving CA/CST’s immediate needs and long term goals.

1. Explain the validation process and how the Contractor will measure success and what metrics will be used to measure success in implementing the approach and plan to achieve the goals of CA/CST.

1. Personnel discussion (i.e., roles, responsibilities, and lines of communication between Contractor and Government).

1. Staffing plan and status.

1. Review the draft Transition-In Plan and outline its transition-in staffing, schedule, activities, milestones, deliverables, and communication plan.

1. DOS IT requirements (OpenNet, Government Furnished IT, etc.)

1. Security discussion and requirements (e.g., building access, badges, Common Access Cards (CACs)).

1. Invoicing requirements.

1. Draft Project Management Plan.

1. Updated Baseline Quality Management Plan (QMP).

1. Earned Value Management (EVM) Plan.

1. The Government will conduct a formal security briefing for the Contractor. The purpose of the briefing will be to bring to the Contractor’s attention the governing documents and directives regarding all security considerations in the staffing of the project, site access, software and hardware functions, document control, and DS procedures.

The Contractor shall provide a Kick-Off Meeting Minutes Report documenting the Kick-Off Meeting discussion and capturing any action items.

3.1.2 Program Management Plan (PMP)

The Contractor shall develop and maintain a comprehensive PMP describing the technical approach, organizational resources, and management controls to be employed to meet the cost, performance, and schedule requirements throughout task order execution. The PMP shall provide a detailed narrative defining ongoing services to be provided in quantitative and qualitative terms while at the same time providing descriptive instructions on how to achieve/complete specific operational functions. The PMP is a living document and can be changed in response to innovative performance improvements.

The PMP shall detail the roles/responsibilities of the “provider” (Contractor) and the “client” (U.S. Government), clearly defining and describing where (when applicable) one provides a service to another. The PMP should utilize a combination of text and diagrams to clearly illustrate processes. A joint Government and Contractor annual review of the PMP will be conducted 60 to 90 days prior to exercising any contract option period to determine if the plan remains valid or requires updates. This meeting will be coordinated by the COR. The PMP will be submitted for Government review and comment, followed by a final draft which is subject to approval by the COR.

The Contractor shall base the PMP on Service Strategy and Portfolio Management (SSPM) Program Control Processes/Requirements such as the Software Development Life Cycle (SDLC) and Project Management guidelines. These requirements have been developed to aid CST management to oversee all current and future programs and projects that support CST’s Enterprise Architecture (EA).

At a minimum, the PMP shall address the following:

A. Program Goals B. Program Scope C. Management Strategy D. Assumptions and Dependencies E. Stakeholders F. Security G. Deliverables H. Schedule I. Work Breakdown Structure (WBS) J. Risk and Issue Management K. Contractor’s Quality Control Plan (QCP) L. Configuration Management Plan M. Communications Management Plan N. Program Activities Management Plan O. Program Organization Plan (includes Staffing Plan) P. Security Operations Plan Q. Performance Metrics/SLAs R. Compliance with all aspects of Certification and Accreditation (C&A) and Authority to Operate requirements S. Management of Government Property T. Knowledgebase Articles (KBAs) U. Life Cycle Group Coordination and Support

In addition to the above standard PMP requirements, the Contractor’s PMP will also address a capacity management plan for all network and infrastructure services required under this task order. The capacity management plan will be used operationally to ensure proactive management of the IT environment to avoid operational impact from capacity shortages.

3.1.3 Weekly Activity Reports (WARs)

The Contractor shall submit WARs delivered using a format or media approved by the COR. The first WAR is due NLT 15 days after the task order is awarded. All subsequent reports should be sent on Wednesday of each week, capturing activities completed the week prior. The WAR must include both performance and transition activities, capturing activities completed the week prior.

These reports shall include, but not be limited to, the following information:

3.1.4 Monthly Contract Status Report (CSR)

The Contractor shall prepare and submit/present the CSR in a format or media approved by the COR. The first CSR is due NLT 15 days after the first full reporting month. All subsequent reports should be sent NLT 20 days after the last day of each calendar month or the next business day if the 20th falls on a weekend.

3.1.5 Project Management

The Contractor shall provide project schedules to be integrated with CA/CST’s Integrated Master Schedule (IMS). IMS aggregates individual schedule inputs from multiple projects to aid sequencing project tasks in an optimal order to meet CA/CST’s overall priorities. The IMS is a vehicle for analysis and management of dependencies between projects, resource utilization, identification of resource constraints, and prioritization of activities across the enterprise.

Note: Management of the CST IMS is not within the scope of this task order. However, submission of project status into the IMS is a requirement and within scope. Each project schedule will be maintained and updated to reflect progress after each COR/GTM status update, review, or milestone change.

CST’s SDLC process and approach for IT project management and execution incorporates SAFe Agile practices. Industry experience has shown these practices, when implemented correctly, produce higher quality products. CA has adopted a SAFe Agile approach for operations, maintenance, and engineering projects, and expects operations of CA/CST services to flow from this approach. The Contractor shall adhere to the CA/CST practices and guidelines accordingly.

3.1.6 Earned Value Management (EVM)

The Contractor shall employ and report on EVM in the management of this contract. See Section H.XX, Earned Value Management, for the EVM requirements.

3.1.7 Standard Operating Procedures (SOPs)

The Contractor shall develop, and revise SOPs based on best practices, lessons learned, and/or new innovations to include:

3.1.8 Reserved

3.1.9 Quality Control Plan

The Contractor shall develop and maintain an effective Quality Control Plan (QCP) to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s QCP is how it assures that work complies with the requirement of the contract. The Contractor shall define technical Performance Standards in its QCP that align with all technical tasks in the PWS. The Contactor shall define specific performance metrics, establish a performance baseline or minimum acceptable quality level (AQL), and describe the monthly reporting methodology for each metric. The Contractor shall also define a target performance level for each metric, and a quality improvement path and schedule. The QCP shall also include a description of the process for corrective action, should the minimum AQL not be met during a performance review period. All performance metrics, quality levels, and reporting procedures are subject to Government COR review and approval.

After acceptance of the QCP, the Contractor shall receive the Contracting Officer’s acceptance in writing of any proposed change to the quality control system.

3.2 TRANSITION

The Contractor shall provide a Transition Plan to the Government that outlines a 120-day transition of services for operations to-or-from the Government or another Contractor, in the event this is required. The Contractor shall support full transition of phase in/out services in accordance with the approved Transition Plan and Federal Acquisition Regulation (FAR) 52.237-3, "Continuity of Services." The 120-day transition period applies to both the incoming and outgoing Contractors. The Contractor shall deliver the final Transition Plan 14 business days after the Kick-Off Meeting.

3.2.1 Transition-In

The Transition-In Plan must describe how the Contractor will perform and manage the transition to successfully migrate support and maintain continuity of services without loss or degradation from the incumbent Contractor and/or the Government to its proposed solution. The Transition Plan shall include a list of all Government dependencies and assumptions for Government services to be used during the transition, technology and information transfer processes and procedures among the various organizations, transition risks and risk mitigation recommendations, and a transition schedule that includes, at a minimum, specific tasks to be performed and the resources assigned to them, task durations and dependencies, and milestones.

Immediately upon task order award, the Contractor is to work with the incumbent Contractor to transition support that include the following, but not limited to:

A. Approach for managing the transition from the incumbent Contractor.

B. Plan for working with the incumbent Contractor to facilitate transition of the task order requirements. This shall also include documentation associated with the existing system. The Contractor must coordinate with the incumbent Contractor’s system development team to take ownership of system enhancements during deployment and transition and in accordance with Phase-In Plans.

C. Approach for transition of database management, data security, data reporting, and data system integration management.

D. Information transfer of knowledge of the system, processes, and procedures.

E. Risk assessment including impacts on affected personnel, systems, and processes.

F. Transition schedule and milestones.

G. Process for obtaining property necessary for incoming individuals, such as DOS building passes and office keys.

H. Process for obtaining all Government assets to be provided, including equipment, software, documentation, databases, and repositories.

I. Process for obtaining facility clearance from the Defense Counterintelligence and Security Agency (DCSA) as described in Section H.X and obtaining DOS OpenNet connection.

J. Coordinate with the incumbent Contractor's system development team to take ownership of system enhancements during deployment and transition and in accordance with Phase-In Plans.

K. Process for obtaining system artifacts and processes, including tools (COTS or GOTS) used in development by the incumbent Contractor, or any additional part of the SDLC prior to, or in production.

3.2.2 Transition-Out

The Transition-Out period shall commence one hundred twenty (120) calendar days before the end of this task order’s period of performance. This transition may be to a government entity, another Contractor, or to the incumbent Contractor under a new contract/task order.

The Contractor shall:

A. Assist the Government in planning and implementing a complete transition from this task order to the new Contractor. This shall include formal coordination with Government staff and successor staff and management.

B. Cooperate and negotiate with its successor to develop a comprehensive Transition-Out Plan for phase-out services. This transition-out plan shall include:

1. Coordination with Government representatives

2. Review, evaluation, and transition of current support services

3. Transition of historic data, documentation (including processes and other necessary artifacts) to new Contractor system

4. Transfer of hardware warranties and software licenses (if applicable)

5. Transfer of all necessary business and/or technical documentation, including policies and procedures

6. Transfer of compiled and un-compiled source code, to include all versions, maintenance updates and patches.

7. Orientation phase and program to introduce Government personnel, programs, and users to the new Contractor's team, tools, methodologies, and business processes.

8. Disposition of Contractor purchased Government owned assets, including facilities, equipment, furniture, phone lines, computer equipment, etc.

9. Transfer of Government Furnished Equipment (GFE) and Government Furnished Information (GFI), and GFE inventory management assistance.

10. Applicable DOS debriefing and personnel out-processing procedures.

11. Roles and responsibilities

12. Current Work Breakdown Structures (WBS):

13. Current in-progress projects including Project Management Plans, Risks, Schedules, Status of required artifacts.

14. Turn-in of all Government keys, ID/access cards, and security codes.

C. Provide sufficient experienced personnel during the transition-out period to ensure that the services required by this contract are maintained at the required level of proficiency while fully supporting transition, knowledge services, and providing artifacts, such as electronic and physical files, to successor Contractors.

3.3 DEVELOPMENT

The Contractor shall provide software analysis, design, and enhancement support for WSAMS. Work may be required because of initiatives with other agencies, congressional mandates, increased data sharing and data gathering with the general public, migration of consular automated systems to new development and/or operating platforms, remediation of security vulnerabilities and maintaining alignment with the CA/CST Enterprise Architecture.

The Contractor shall be responsible for the following development activities for WSASM, to include but not limited to:

a. Support modernization and enhancement to existing websites/web applications

b. Cultivate websites/web applications to new technologies, operating systems, browsers, and platforms.

c. Cultivate CA/CST internal or external websites/web applications.

d. Develop new functionality/releases for existing CA/CST websites/web applications.

e. Perform decommission and migration support.

f. Perform content management support.

g. Perform testing and review procedures.

h. Perform training sessions and develop applicable documentation.

i. Support new CA/CST Website Governance Model.

j. Perform mobile application development and support.

k. Perform Change Control Requests (CCR) analysis support.

l. Support non-emergency and emergency fixes; and

m. Document, and report status of, all development activities in accordance with CA/CST SDLC, PM, and Configuration Management (CM) requirements.

n. System configurations

3.3.1 Design and Development

The Contractor shall coordinate with the CA/CST Enterprise Requirements team to ensure that requirements are documented, managed properly, and maintained in the enterprise requirements repository. The Contractor shall work with the GTM/COR and project stakeholders for approval of all website architecture (based on multi-tier architecture), solution and user interface designs prior to development. CA/CST Technical Architecture and Working Group (TAWG) approval is required for all design activities.

3.3.2 Quality Assurance Testing

The Contractor is required to test any release for Quality Assurance (QA)/Quality Control (QC) to ensure that all functionality performs as specified in the requirements and that security vulnerabilities are not introduced in these products. The Contractor shall also conduct thorough QA testing to ensure that rounds of IV&V testing and IV&V-generated functional and security defects are minimized as much as possible and that new issues and vulnerabilities are not introduced into production. The performance and functionality of the systems are the responsibility of the Contractor. The Contractor shall prevent or overcome any problems in production that arise due to differences in the QA or IV&V environments.

The Contractor shall work with other stakeholder teams to ensure that testing by the IV&V team is well coordinated and that testing schedules are kept on track as much as possible. This includes support for the IV&V environment set up and coordinating/collaborating with the Data Replication, Engineering, and Management (DREAM) team on data, scripts, and deployments.

The Contractor shall:

a. Perform QA testing prior to IV&V testing.

b. Perform integration testing to ensure all system components work successfully together.

c. Automate testing and deployment processes to the extent possible, as directed by the government.

d. Provide continuous regression testing throughout the life of the contract in all environments and provide engineering and solutions to ensure the system functions in production.

e. Provide support of IV&V testing and address errors identified by IV&V.

f. Work with the Government to establish virtual development and testing environments on the Non-Production Environment (NPE).

g. Perform prototyping as appropriate.

3.3.3 Training Support

The Contractor shall provide WSAMS specific training support. This shall include briefings and demonstrations, including training other Contractor and Government staff on how to conduct training of others (i.e., train the trainer). The Contractor shall:

a. Support training courses by providing input into training materials as requested by CST. The Contractor shall review and edit the training materials developed by the Training Team. Training team will be in the Washington DC area.

b. Support the Department’s Enterprise Training Environment (ETE) by verifying that the web applications are fully functioning, up-to-date, and operational in the training environment. Another Contractor is responsible for the overall maintenance of the ETE environment.

3.3.4 Website Governance Model Development Support

The Contractor shall support the development of a CA/CST Website Governance Model with CA/CST, EOS, and other stakeholders. CA/CST’s goal is to structure a team to develop and maintain governance over all of CA/CST’s external and internal websites and web-based applications. The Contractor will be responsible for supporting CA/CST to devise a website governance strategy, establish a governance plan, create policies and procedures, and maintain operation for the overall website governance initiative. The Contractor shall support CA/CST with the following, at a minimum:

· Website governance strategy.

· Website governance plan.

· Policies and procedures; and

· Content management/delivery process.

The Website Governance Model will supplement CA/CST’s general governance processes and SDLC (to include SAFe Agile) to account for unique aspects of website management. The model should account for controls over all aspects of website management, including, but not limited to:

· Website graphic design (external and internal systems);

· Social media branding;

· Web content development and workflows;

· Content strategy;

· User experience;

· Information/data architecture;

· Website analytics;

· Security;

· Mobile strategy;

· Archiving;

· Accessibility (508 Compliance); and

· Training.

3.3.5 AMS Development Support

The Contractor shall provide software analysis, design and development support for new components that may be required to support the general AMS business area. New components may be required because of initiatives with other Agencies, increased data sharing and data gathering with the general public, migration of consular automated systems to new development and/or operating platforms and maintaining alignment with the DoS Enterprise Architecture. The Contractor shall support migration to new environments including the cloud.

All enhancements are subject to the Enhancement Request Process.

Implementation of software releases shall be executed in accordance with CA/CST lifecycle governance processes as identified in Section C.3.9, CONSTRAINTS AND ASSUMPTIONS.

The Contractor shall:

A. Integrate AMS web services to the CA/CST Enterprise Service Bus (ESB) using industry best practices and CA/CST approved web service policies and guidelines.

B. Provide transition support to migrate CA Extensible Markup Language (XML) interfaces to the CA/CS NIEM-consistent interfaces.

3.4 OPERATIONS AND MAINTENANCE (O&M) SUPPORT

The Contractor shall provide software management, which includes installation, configuration, and implementation of changes and modifications to CA/CST’s internal and external facing informational websites and web applications and other supporting software for break/fix maintenance, and enhancements required to support the production environment. The Contractor shall monitor public facing mailboxes to support inquiries from customers regarding Government systems. The Contractor shall follow the approved CST lifecycle methodology for system upgrades, releases, and maintenance activities.

The Contractor shall perform the following tasks:

· Develop an operational maintenance release schedule for Government approval

· Per release, prepare a maintenance release plan including schedule, cost, and scope

· Develop maintenance releases

· Test the release against capability requirements

· Develop and manage all documentation required by CST (e.g. design documents, testing plans and scripts, installation instructions)

· Prepare release packages based on the maintenance release plan and strategy

· Support IV&V testing, which will be conducted by CST’s IV&V organization

· Provide support during software installations at operational sites; and ensure operational procedures are documented and approved user manuals are complete, unit test plans and results are documented, and all training is delivered prior to turning over the system for operation.

· Monitor and respond via email to public-facing mailbox inquiries

For any identified defects in, or enhancements to, the O&M system(s) that the Contractor must fix, the Contractor shall report the following to CST weekly:

· Defects – Total number of software defects, by CST assigned severity category, recorded during the following phases:

· Defects found prior to start of system testing phase, including defects found during inspection of design and source code;

· Defects found from start of formal system testing phase, up to release of software to IV&V;

· Defects found during IV&V;

· Defects found from start of deployment to end customer, through first three months of operational use after deployment; and

· Defects found during operations and maintenance.

3.4.1 Non-Emergency Patch and Maintenance Releases

The Contractor shall implement non-emergency patch and maintenance releases that include bug fixes, security and performance issues, and other modifications. The Contractor shall work with the release management process established by CA/CST Service Strategy and Portfolio Management (SSPM) to schedule patch and maintenance releases to maximize efficiencies and minimize risks, unless an urgent fix is required by the CA/CST GTM. The Contractor shall ensure that these releases are fully functioning in the production environment as intended, meeting the release’s acceptance criteria without adverse impact to the production environment.

The Contractor shall deliver relevant system and implementation documentation for patch and maintenance releases as defined in the SSPM project tailoring plan. Generally, updates to requirements, training, and system documents are required for functionality changes.

Implementation documentation is required for all releases and includes release notes, configuration…