Attachment_A_-_Draft_PWS_03.1.18__1653.pdf

UNCLASSIFIED//FOR OFFICIAL USE ONLY

Attachment A - Draft Performance Work Statement

Request for Information Notification

FSI\EX

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PERFORMANCE WORK STATEMENT

Foreign Service Institute Information Technology Support Services Contract

Part 1

General Information

1. GENERAL: This is a non-personnel services contract to provide Information Technology

(IT) support services to the Foreign Service Institute (FSI). The Government shall not exercise any supervision or control over the contract service provider(s) performing the services herein.

Such contract service providers shall be accountable solely to the contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: The contractor will provide all personnel and supervision necessary to perform IT support services as defined in this Performance Work

Statement (PWS) except for those items specified as Government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: FSI is the training bureau of the U.S.

Department of State (DOS) and a principal training institution for the U.S. Government foreign affairs community. The mission of the FSI is to develop the men and women our nation requires to fulfill our leadership role in world affairs and to advance and defend U.S. interests. At the George P. Shultz National Foreign

Affairs Training Center (NFATC) located in Arlington, VA, other locations in the Washington metropolitan area, and at domestic and overseas regional training centers, FSI processes over

100,000 student enrollments annually from the DOS and more than 40 other Government agencies and the military service branches, offers more than 700 classroom courses, including some 70 foreign languages, about 270 custom-developed distance learning products, and about

2,700 commercial distance learning courses that are available worldwide 24/7 through the

Internet.

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Ranging in length from one day to two years, FSI’s courses are designed to promote successful performance in each student’s professional assignment, to ease their adjustment to other countries and cultures, and to enhance the leadership and management capabilities of the U.S.

foreign affairs community.

Other courses and services provided by the Institute help family members prepare for the demands of a mobile lifestyle and living abroad, and provide employees and their families with important information about such critical and timely topics as emergency preparedness and cyber security awareness, among others.

1.3 Objectives: This contract shall provide IT support services to divisions within FSI’s Office of the Executive Director for Management. Listed below are the three primary divisions that will be supported under this PWS.

IT Program Coordination Unit (ITPCU) provides coordination support to FSI’s executive leadership and information technology divisions through the provisioning of five (5) distinct yet interrelated services which include: 1) the promotion and coordination of IT best practices; 2) management of the Institute’s IT service portfolio; 3) providing strategic management support for FSI IT services; 4) cross-divisional IT project coordination; and 5) external data call coordination.

Corporate Systems (CS) manages, delivers, registers, tracks, records and transfers to the Human

Resources office all FSI course and student training data and provides online course catalogs, online registration, enrollment tracking and recording, reporting to all bureaus, distance learning course delivery, performance surveys, and support to Diplomatic Security Training Center and regional training centers. Maintenance and modernization of these systems enable the DOS to provide and manage training worldwide.

Instructional Support Division (ISD) supports FSI schools and centers in developing and delivering technology-mediated training including eLearning multimedia courses, products, materials, and related-services. Additionally, ISD operates the FSI Resource Center, multimedia labs, a recording studio, and an instructional multimedia services area.

1.4 Scope: The contractor will provide IT support services covering the complete set of IT

Service Management business processes as related to FSI’s portfolio of IT-based business solutions. This portfolio includes both enterprise and bureau-specific business solutions critical to the Department’s staff, instructors and students attending training offered by FSI either physically within NFATC or other offices or remotely via its distance learning solutions. Support services include IT Strategic and Financial Planning and Execution Management; IT Solution

Design Coordination, Project and Change Management; Risk and Issue Management; Solution

Compliance Management; Application Development, Testing and Release Management; Asset and Configuration Management; Operations and Maintenance and Information Security

Management.

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The contractor will provide IT support services to develop custom web-delivered eLearning multimedia courses, products, materials, and related services; and to assist in eLearning development services for the eLearning development program.

1.5 Period of Performance: The period of performance shall be for one (1) one-year base year and four (4) one-year option years. The period of performance reads as follows:

Base Year

Option Year I

Option Year II

Option Year III

Option Year VI

1.6 General Information

1.6.1 Quality Control: The contractor will develop and maintain an effective quality control plan to ensure services are performed in accordance with this PWS. The contractor will develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services.

The contractor’s quality control plan is the means by which the contractor assures work performed complies with the requirement of the contract. The quality control plan will be submitted as part of the contractor’s quotation. An electronic copy of the revised quality control plan shall be submitted to the Contracting Officer (CO) and Contracting Officer’s Representative (COR) within 5 working days when changes are made thereafter. The contractor shall receive the CO’s acceptance in writing after review of any proposed changes to the quality control plan.

1.6.2 Quality Assurance: The Government shall evaluate the contractor’s performance under this task order in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.3 Recognized Holidays: The contractor is not required to perform services.

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus Day

President’s Day Veteran’s Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

1.6.4 Hours of Operation: The contractor is responsible for conducting business, between the hours of 7:00 a.m. to 6:00 p.m. Eastern Time Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm fixed price contracts, the contractor will not be reimbursed when the Government facility is closed for the above reasons. The contractor must at all times maintain an adequate workforce for the

4 | P a g e uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

1.6.5 Place of Performance: The work to be performed under this contract will be performed on

Government facilities at:

U.S. Department of State, Building Annex SA-42

George P. Shultz National Foreign Affairs Training Center

4000 Arlington Boulevard

Arlington, VA 22204

U.S. Department of State, Building Annex SA-15

1800 N. Kent Street

Arlington, VA 22209

U.S. Department of State

1200 Wilson Blvd

Arlington, VA 22209

1.6.6 Type of Contract: To Be Determined.

1.6.7 Security Requirements: Contractor personnel performing work under this contract must have at minimum a Secret Security Clearance at time of the quotation submission, and must maintain the level of security required through contract period of performance.

1.6.7.1 PHYSICAL Security: The contractor will be responsible for safeguarding all

Government equipment, information and property provided for contractor use. At the close of each work day, Government facilities, equipment, and materials shall be secured.

The contractor will prohibit the use of Government issued key cards by any persons other than the contractor’s employees. The contractor will prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the CO.

1.6.8 Special Qualifications: To Be Determined.

1.6.9 Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the contracting activity in accordance with Federal

Acquisition Regulation Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the CO will apprise the contractor of how the Government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

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1.6.10 Contracting Officer Representative: The COR will be identified by separate letter. The

COR monitors all technical aspects of the contract and assists in contract administration. The

COR is authorized to perform the following functions:

1) assures that the contractor performs the technical requirements of the contract;

2) performs inspections necessary in connection with contract performance;

3) maintains written and oral communications with the contractor concerning technical aspects of the contract;

4) issues written interpretations of technical requirements;

5) monitors contractor's performance and notifies both the CO and contractor of any deficiencies; and

6) coordinates availability of Government furnished property.

A letter of designation shall be issued to the COR by the CO, a copy of which is sent to the contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The follow personnel are considered key personnel by the Government:

The contractor will provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the CO. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available between, 7:00 a.m. to 6:00 p.m., Monday thru Friday except Federal holidays or when the Government facility is closed for administrative reasons. Qualifications for all key personnel are listed below:

To be Determined.

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where contractor status is not obvious to third parties are required to identify themselves as such to avoid misrepresentation by non-government officials. Contractor employees must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. All contractor personnel will be required to obtain and wear DOS badges in the performance of this service. Contract performance may require contractor personnel to attend meetings with Government personnel and the public, work within

Government offices, and utilize Government email. Contractor personnel must take the following actions to identify as non-federal employees:

1. Use an email signature block that shows name, the office being supported and company affiliation (e.g. “John Smith, Office of Human Resources, ACME Corporation Support

Contractor”);Clearly identify themselves and their contractor affiliation in meetings;

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2. Identify contractor affiliation in Departmental e-mail and phone listings whenever contractor personnel are included in those listings; and

3. Contractor personnel may not utilize DOS logos or indicia on business cards.

1.6.13 Contractor Travel: No reimbursable travel is permitted under this contract.

1.6.14 Other Direct Costs: The contractor will bill ODCs on a cost reimbursable basis to assist in completing the contract of this PWS. Costs are defined as the purchase price of materials and handling charges (M&H). The contractor will ensure that all ODCs receive prior approval from the CO. Estimated ODCs are for Miscellaneous and Material/IT Hardware, Software, IT equipment, and IT devices.

1.6.15 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government.

These documents and materials may not be used or sold by the contractor without written permission from the CO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.16 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR

Subpart 9.5. The contractor shall notify the CO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the CO to avoid or mitigate any such OCI. The contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the CO and in the event the CO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the CO may affect other remedies as deem necessary, including prohibiting the contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17 PHASE IN /PHASE OUT PERIOD: To minimize disruptions in productivity and to prevent possible negative impacts on additional services, the contractor will have personnel on board, during the sixty (60) phase in/ phase out periods. During the phase in period, the contractor will become familiar with performance requirements in order to commence full performance of services after phase in period.

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PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a task order to provide specific supplies or service to the Government. The term used in this task order refers to the prime.

2.1.2. CONTRACTING OFFICER

. The CO is a warranted U.S. Government employee with authority to enter into, administer, and or terminate contracts , and make related determinations and findings on behalf of the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE. The COR is an employee of the

U.S. Government appointed by the contracting officer to administer the task order. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the contractor as long as that direction is within the scope of the task order, does not constitute a change, and has no funding implications.

This individual does NOT have authority to change the terms and conditions of the task order.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the PWS.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a task order by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.8. QUALITY ASSURANCE. The government procedures to verify that services being performed by the contractor are performed according to acceptable standards.

Note: The only individual who can legally bind the Government is the CO.

To include task orders.

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2.1.9. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10. QUALITY CONTROL. All necessary measures taken by the contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The

Government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the contractor provides services in accordance with the task order.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative

CFR Code of Federal Regulations

CO Contracting Officer

COR Contracting Officer Representative

COTS Commercial-Off-the-Shelf

FAR Federal Acquisition Regulation

GOTS Government-Off-the-Shelf

GPAT Government Products Accessibility Templates

HIPAA Health Insurance Portability and Accountability Act of 1996

LMS Learning Management System

OCI Organizational Conflict of Interest

ODC Other Direct Costs

PIPO Phase In/Phase Out

POC Point of Contact

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QAP Quality Assurance Plan

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Program

SCORM Shareable Content Object Reference Model

TE Technical Exhibit

VPAT Voluntary Product Accessibility Template

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PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: Not applicable.

3.2 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment.

3.3 Equipment: The Government will provide general office equipment accessible to contractor employees.

3.4 Materials: Not applicable.

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PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

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PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1 Basic Services.

The contractor will provide services in the following task areas.

ITPCU

IT Strategy Assessment, Definition and Execution Tracking

IT Service Portfolio Development and Maintenance

IT Services Review

IT Services Risk, Issue and Problem Tracking and Mitigation

IT Financial Planning, Analysis and Reporting and Support

Business Process Evaluation

Workload Analysis

Knowledge Management

CS

Application Development

Application Support

ISD

Design and Delivery of eLearning Courseware and Performance Support Products

Design and Delivery of Virtual Instructor Led Training

Instructional Design Services

Maintenance of Current eLearning Courseware and Performance Support Products

Instructional Technology Training and Support Services

Multimedia Services

Quality Assurance, Technical Writing, and Section 508 Testing & Validation

Services

Mobile Design and Development

Data Management and Reporting

Project Coordination and Business Analysis

Instructional and Design Support for FSI Innovation Lab

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5.2. Task Heading.

5.2.1 Task Area 1 - ITPCU

5.2.1.1 IT Strategy Assessment, Definition and Execution Tracking.

The contractor will assess FSI IT's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve its students, faculty and staff. Upon strategy definition with support of the contractor, the contractor will provide support for ensuring the implementation of the strategy.

5.2.1.2 IT Service Portfolio Development and Maintenance.

The contractor will provide support for the management of FSI IT's service and product portfolios and assist the Institute in ensuring that FSI IT has the right mix of services and products to meet required FSI business outcomes at an appropriate level of investment.

The contractor will support FSI in the definition of desired outcomes of a proposed new or changed services or products, analyze the impacts on existing services or products in the Portfolio, and determine the assets required to offer the product or service.

5.2.1.3 IT Services Revie.

The contractor will provide support for the review business products, services and infrastructure services on a regular basis, assess product and service quality where necessary, and identify more economical ways of providing a product or service where possible.

5.2.1.4 IT Services Risk, Issue and Problem Tracking and Mitigation.

The contractor will support the Institute in quantifying the impact that a loss of a service or product would have, and to determine the likelihood of a threat or vulnerability to actually occur. The task will be accomplished through the development and maintenance of a risk and issue registers, i.e. - prioritized lists of risks and issues which must be subsequently addressed by FSI IT risk owners.

5.2.1.5 IT Financial Planning, Analysis and Reporting and Support.

The contractor will assist in the definition of necessary structures for the management of financial planning data and costs, as well as for the allocation of costs to FSI IT services and products. The contractor will support the Institute in the determination of required financial resources over specified planning periods, and provide analyses and reporting of the allocations of those resources to promote optimum benefit to the Institute.

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5.2.1.6 Business Process Evaluation.

The contractor will support the evaluation processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, holding regular benchmarking in relation to comparable organizations, conducting audits to certify compliance of the processes with certain standards or regulatory requirements, conducting maturity assessments and reviews in relation to best practice, with the aim of identifying shortcomings and developing plans for improvement.

5.2.1.7 Workload Analysis.

The contractor will support the analysis of FSI business activity to assess the demand for

FSI IT services and products as a means to help the Institute to anticipate and influence workload support needs.

5.2.1.8 Knowledge Management.

The contractor will provide support for the gathering, analysis, storage and sharing of knowledge for the promotion of best practice and improving the efficiency of information exchange across FSI as it relates to information technology.

5.2.2 Task Area 2 - CS

5.2.2.1 Application Development.

5.2.2.1.1 IT Planning/Requirements Gathering/Analysis.

5.2.2.1.1.1 IT Planning.

The contractor will identify, evaluate, recommend, and document solutions, including the modification and process re-engineering of new and existing systems to encourage and facilitate the development of integrated systems, provide added functionality and improve productivity while taking into account all applicable federal and Department standards and procedures and the client organization’s standards and policies. The contractor will support any migration planning from existing to new systems.

5.2.2.1.1.2 Project Management.

The contractor will oversee and document all aspects of the Systems

Development Life Cycle. The PM will provide oversight and guidance for company resources. The contractor will work closely with Government staff to ensure that milestones and delivery dates are met on-time; customer’s requirements are met; address obstacles; promote communication and have a

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Government to ensure that the product\service meets customer’s requirements and keep to Government staff abreast of project status.

5.2.2.1.1.3 Feasibility Study.

The contractor will identify and document objectives, requirements, system concepts, and different approaches to possible solutions. The contractor will also analyze Cloud, COTS, GOTS, or custom solutions available for achieving the

Government’s objectives. This task includes formal trade studies and proof-of-concept demonstrations against appropriate criteria to reduce product acquisition risk.

5.2.2.1.1.4 Requirements Gathering and Analysis.

The contractor will meet with the customer in order to create a requirements document. The contractor will complete analysis on new and current requirements to determine logical and functional system requirements and its relative importance to end-users.

5.2.2.1.2 System Design.

The contractor will map and maintain traceability of the design to requirements;

develop user graphical interfaces; identify major components; how the systems interrelate; determine impact on work flow processes; and develop testing strategies, test cases and testing plans. The contractor will also create logical and physical database designs for a system using data modeling and data normalization techniques. The design approach must include alternative designs and analysis, and impact analysis. The contractor will be also responsible with the design methods used in developing databases and for database and data dictionary design.

The contractor will conduct design reviews to clarify design drivers; select an IT platform and architecture; identify and weigh portability considerations, potential capacity and performance implications; identify existing systems that may be reused; and identify any integration issues with legacy systems.

5.2.2.1.3 Development.

The contractor will translate system specifications, logical diagrams and detailed design documentation into system components and code. The contractor will include initial development of a prototype system that will be tested and evaluated before the systems development effort.

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The contractor will be responsible for developing code, conducting peer reviews and providing summary progress of the development effort; establishing and maintaining the integrity of baseline configuration, software version descriptions and related documentation; establishing test and verification procedures to ensure system integrity so that the system meets functional requirements; and, conducting unit, system and integration testing to validate the system's capabilities. The contractor will also provide performance and load testing to verify that the system meets specific response time requirements.

5.2.2.1.4 System Quality Assurance.

5.2.2.1.4.1 Software Quality Control.

The contractor will establish a quality control program to ensure that all tasks are identified and tracked to completion, have specific time requirements for recurring tasks, documentation requirements, and a schedule of all contracted personnel on the project. The GTM will review and accept or reject all documentation and deliverables.

5.2.2.1.4.2 Software Quality Assurance.

The contractor will provide quality assurance services to throughout the entire lifecycle of the project. The GTM will review preliminary or draft documentation that the Contractor submits, for completeness and accuracy and may return it to the Contractor for correction. Absence of any comments by the GTM will not relieve the Contractor of the responsibility for complying with the requirements of this work statement.

5.2.2.1.4.3 Verification and Validation.

The contractor will test and verify the product meets the requirements and design specifications. The contractor will validate the product to confirm that the product meets the requirements as agreed with the customer. The contractor will prepare test suites, tests plans, test cases, perform the test and provide analysis and reporting based on the test conducted. The contractor will use innovative and automated tools and resources that are approved to evaluate the products functionality.

5.2.2.1.4.4 User Acceptance Testing (UAT).

The contractor will provide UAT services for customers to facilitate beta testing prior to release. The contractor will verify customer business objectives are met.

Results of the UAT will be documented and remediated as requested by the customer.

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5.2.2.1.4.5 Accessibility Testing and Remediation.

The contractor will document process, procedures and methods that provide identification of accessibility errors through manual review, as well as, automated testing of electronic and information technology and remediation of errors aid

DOS in meeting Section 508 compliance requirements. Information and data delivered via the World Wide Web must be conforming with the Section 508 electronic and Information Technology Standards identified at 36 CFR 1194.21, 36 CFR 1194.22, and 36 CFR 1194.31 within the Federal Acquisition

Regulations.

The contractor will identify accessibility standards using the Validation of

Voluntary Product Accessibility Template (VPAT) and Government Products

Accessibility Templates (GPAT).

The contractor will utilize standard test reporting templates for compliance test reports and will review electronic documents to identify and remediate errors.

5.2.2.1.4.6 Deployment/Implementation.

The contractor will provide support to all activities associated with the installation and operation of the system. During systems implementation, the contractor will provide support through the delivery of the system and all documentation and products associated with the system; installation, integration, testing and implementation of the systems developed to include all activities associated with data conversion, data collection, capture, validation, and verification, user manuals and training, and system turnover. The contractor will utilize systems automation tools to improve the speed, efficiency, and quality of operations.

5.2.2.2 Application Support.

5.2.2.2.1 Operations and Maintenance.

5.2.2.2.1.1 DevOps Engineering.

The contractor will implement an Agile/SCRUM methodology which emphasizes the collaboration and communication of both software developers and other IT professionals while automating the process of software delivery and infrastructure changes. The contractor will implement tools and technologies that provide configuration management, release management, resource orchestration, automated testing, feedback and cloud/containerization.

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The contractor will follow project management and execution that incorporates principles of Agile/SCRUM practices. Industry experience has shown these practices, when implemented correctly, produce higher quality products. FSI is adopting an Agile/SCRUM approach for its software development projects. The contractor will adhere to the FSI practices and guidelines that facilitate this approach

5.2.2.2.1.2 Disposal.

The contractor will complete the Disposal Phase of information systems to include the removal of components or entire applications from the operational environment of existing systems.

5.2.2.2.1.3 Systems Documentation.

The contractor will create all documentation such as workflows/diagrams, operations, system maintenance, user guides, training manuals, and plans, e.g., system integration.

5.2.2.2.1.4 Systems Configuration Management.

The contractor will provide Configuration Management support, track, and document all software, hardware, network and application changes and the identification of potential issues, conflicts and problems relating to the proposed changes, or the timing of the changes.

Changes include installation of new products and components, new versions, upgrades, engineering changes, newly and existing applications.

5.2.2.2.1.5 User Training.

The contractor will provide users with hands-on and virtual training as needed.

The contractor will provide users with manual(s) and comprehensive training in the operation of the Government’s systems to include new functionality, roles/responsibilities.

5.2.2.2.1.6 Database Administration.

The contractor will provide database services, performance monitoring, database reorganization, database backup and disaster recovery, DBMS service utilities, DBMS software maintenance, disk-space management and software planning and evaluation. The contractor will be responsible for access control as well as the data structure.

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5.2.2.2.1.7 Webmaster Services.

The contractor will provide webmaster services, performance monitoring, web server configuration, backups and disaster recovery, disk-space management, trend analytics and software evaluation. The contractor will be responsible for access control as well as the web applications structure.

5.2.2.2.1.8 Technical Refreshment.

The contractor will identify aging technology and technology at risk of becoming obsolete during the life-cycle of a program. This will include the identification of specific targets of possible aging technology and recommendation of specific technology to replace it. Contractor recommendations will include specific recommendation of specific technology to replace it, timeliness, cost/benefit scenarios and detailed replacement procedures.

5.2.2.2.1.9 End user support.

The contractor will provide systems support to ensure the successful operation of the system in an accurate, efficient and timely manner. The contractor will provide help desk support for FSI applications. All user questions will to be tracked from submission to resolution. The contractor will create and maintain a knowledge center of common solutions for quick response. Help desk reports needs to be generated listing the number of trouble tickets received, status of ticket (closed, transferred to tier 2 or 3 support), and length ticket was open.

5.2.2.2.1.10 Data Conversion.

The contractor will provide data conversion and migration services in order to move data between pre-existing and future systems. Activities include creating file inventories; developing procedures and conducting data conversions and ports; acceptance testing activities; developing procedures; and proposed methods for performing file migration with a minimum disruption to end-users.

5.2.2.2.2.2 IT Security.

5.2.2.2.2.2.1 General.

The contractor will implement and enhance new and existing security procedures for data stored, processed and transmitted in accordance with all the latest approved standard security requirements (NIST, Federal policy, DOS policy) to safeguard information systems. This task includes preparing security documentation; provide guidance/recommendations for meeting security controls, 19 | P a g e federal and DOS policies. The contractor will provide mitigation strategies for residual risks identified in all systems.

The contractor will complete privacy impact assessments, Personally Identifiable

Information data security, and mitigation strategies. The contractor will support the development and implementation of System Privacy Plans for FSI systems that are responsive to privacy guidelines documented in OMB Circular A-130 (as amended 2015) and new privacy control requirements from NIST 800-53 Rev4

(or the latest DOS approved version).

The contractor will complete annual security requirements such as Contingency

Plan testing and Annual Control Assessment. The contractor will assess risks related to privacy and the adequacy of internal controls to eliminate and mitigate risks to all systems.

The contractor will conduct risk analyses and develop recommendations and implementations, plans for new procedures and changes to existing systems. The contractor will identify and recommend new security-related technology product versions and enhancements to existing products and services.

5.2.2.2.2.2.2 Systems Procedures and Standards.

The contractor will create systems procedures and standards using all applicable standards and procedures as required by the Federal Information Processing

Standards, DOS requirements, and other applicable standards. The contractor will identify applicable standards and procedures and making recommendations about its applicability to the Department.

5.2.3 Task Area 3 - ISD

5.2.3.1 Design and Delivery of eLearning Courseware and Performance Support

Products.

The contractor will produce and provide responsive and reusable Shareable Content

Object Reference Model ( SCORM )compliant eLearning courseware, utilizing rapid prototyping and modular design methodology. The contractor will provide training needs analysis and instructional design services, including working with subject matter experts

(SMEs) to develop content; and write outlines, instructional goals, learning objectives, and design storyboards. The contractor will provide full development lifecycle services to include the programming of storyboards, to include graphics design and development, SCORM packaging and migration to the FSI learning management system (LMS), editorial QA review, technical testing, and 508 testing.

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The instructional design outputs may encompass curriculum design, gamification and/or game-based Learning Design, blended learning design, and/or design for Simulations, depending on requirements and as directed by government personnel.

5.2.3.2 Design and Delivery of Virtual Instructor Led Training.

The contractor will provide instructional design, development, and live support of online instructor-led training using web conferencing software support. The contractor will provide consultation to schools on instructional techniques and product best practices.

5.2.3.3 Instructional Design Services.

The contractor will perform training needs analysis to document instructional requirements. The contractor will provide an instructional solution to best meet learning needs. The contractor will conduct training needs analysis, draft goals and objectives, provide storyboarding services, assist subject matter experts with content and curriculum authoring. Assist SMEs in drafting assessment items.

5.2.3.3.1 Curriculum Development Services.

The instructional design outputs may include curriculum design depending on requirements and as directed by Government personnel.

5.2.3.3.2 Blending Learning Design.

The instructional design outputs may include blended learning design depending on requirements and as directed by government personnel.

5.2.3.3.3 Gamification/Game-Based Learning Design.

The contractor will develop gaming themes, stories, use game mechanics, and design an overall game workflow and interactive elements. The instructional design outputs include elements of gamification and game-based learning design depending on requirements and as directed by Government personnel.

5.2.3.3.4 Evaluative Instrument Design.

The contractor will provide design services for a variety of tools and instruments, both qualitative and quantitative in nature including data analysis and other interpretations as directed by Government staff.

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5.2.3.4 Maintenance of Current eLearning Courseware and Performance Support

Products.

The contractor will update existing products developed by FSI to address content changes and incorporate new technologies as appropriate. The contractor will provide level 2 and

3 support on FSI products to the Help Desk staffed by the FSI LMS team. The contractor will perform onsite uploads of finished products.

5.2.3.5 Instructional Technology Training and Support Services.

The contractor will provide support in multimedia labs and other venues as required

(including virtual environments) to design and conduct custom technology training sessions on the tools available in order to create training materials for classroom sessions.

The contractor will provide one-on-one guidance and training to FSI staff and students on the use of educational technology.

5.2.3.4 Multimedia Services.

The contractor will identify and develop custom multimedia designs strategies and solutions for audio and video products. The contractor will conduct custom audio recording sessions and edit media to produce professional quality products. The contractor will provide self-service media duplication for students and staff. The contractor will field requests from FSI staff for larger media duplication services.

5.2.3.5 Quality Assurance, Technical Writing and Section 508 Testing & Validation

Services.

The contractor will provide editorial and technical testing of eLearning courses, products, and web-based resources on the delivery platforms utilized by FSI.

5.2.3.6 Mobile Design and Development.

The contractor will provide all related design, development, and maintenance support to the Mobile Team’s customers.

5.2.3.6.1 Mobile Systems Engineering and Software Engineering Services.

The contractor will provide High-Level Mobile Systems Engineering and

Software Engineering services to:

Support the design, development, testing, and maintenance of Mobile content and applications across a number of platforms, including public app stores, internal Enterprise app stores, and Government-owned devices.

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Employ rapid wire-framing and prototyping as well as industry-vetted and standardized mobile interface (UX/UI) design practices to create innovative, engaging, and adaptable user experiences for all devices.

Combine an agile software development process with Systems Engineering and Software Engineering methods to create and manage the Mobile Team design, development, testing, and maintenance strategy and process, ensuring that the process is modular, scalable, objective, quick, and efficient.

5.2.3.6.2 Mobile Android Software Engineering Services.

The contractor will provide Mobile Android Software Engineering services to:

Support the design, development, testing, and maintenance of Android content and applications across a number of platforms, including public app stores, internal Enterprise app stores, and Government-owned devices.

Conduct automated testing and scripting to streamline the verification and validation of Android content and applications.

5.2.3.6.3 Mobile iOS Software Engineering Services.

The contractor will provide Mobile iOS Software Engineering services to:

Support the design, development, testing, and maintenance of iOS content and applications across a number of platforms, including public app stores, internal Enterprise app stores, and Government-owned devices.

Conduct automated testing and scripting to streamline the verification and validation of iOS content and applications.

5.2.3.6.4 Mobile Instructional UX Design Services.

The contractor will provide Mobile Instructional UX Design services to:

Support the design, development, and testing of Mobile instructional and user experience (UX) content for mobile platforms.

Analyze curriculum and design requirements, working with clients to provide tailored mobile solutions for use in blended and face-to-face instructional settings as well as on-the-job support.

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5.2.3.6.5 Mobile Interactive User Interface (UI) and Visual Design Services.

The contractor will provide Mobile Interactive UI and Visual Design services to:

Support the design, development, and testing of the Mobile Team’s content and applications for the iOS and Android mobile platform.

5.2.3.6.5 Mobile End-to-End Testing Services.

The contractor will provide Mobile End-to-End Testing services to:

Formalize manual and automated verification and validation strategies to ensure that customer and stakeholder, content and product, and Section 508 and other regulatory requirements are met.

5.2.3.6.6 Mobile Technical Analysis Services.

The contractor will provide Mobile Technical Analysis services to:

Facilitate communications and manage expectations with stakeholders and entities external to the Mobile Team.

5.2.3.6.7 Data Management and Reporting.

The contractor will maintain the existing course and product tracking database. The contractor will provide course and product metric management and reporting. The contractor will perform research in response to data calls and intra-Departmental investigations. The contractor will gather and analyze requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis. The contractor will assist the Government in preparing and conducting eLearning research and reporting.

The contractor will assist the Government in identifying industry trends and benchmarks, analyze and prepare financial, project, and program reports and provide administrative support to government management for eLearning development research, reporting, projects, and programs.

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5.2.3.6.8 Project Coordination and Business Analysis.

5.2.3.6.8.1 Project Coordination.

The contractor will perform project coordination and business analysis duties as directed by the Government. The contractor will gather customer business requirements, employ project management, project management methodologies, and evaluate effectiveness of solutions and the multimedia development life cycle. The contractor will write, or assist in the writing of, functional requirements, use cases, Graphical User Interface mockups, and screen and interface designs. The contractor will write functional requirements, use cases and develop work breakdown structures.

The contractor will analyze, prepare, and implement complex schedules, document meetings, phone conversations, and agreements. The contractor will evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true need.

5.2.3.6.8.2 Business Analysis.

Contractors will provide qualitative and quantitative analysis, modeling and estimates and required by Government Staff.

5.2.3.6.9 Instructional and Design Support for FSI Innovation Lab.

The contractor will provide instructional design and technical development services in support of FSI’s Educational Technology Innovation Lab, a collaboration space for instructors to utilize emerging technologies for classroom and distance learning.

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PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS):

The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures.

Software Development Life Cycle (SDLC).

DOS Managing State Projects (MSP) methodology.

Project Management Institute's (PMI) Guide to the Project Management Body of

Knowledge (PMBOK Guide).

Information Technology Infrastructure Library (ITIL).

International Standards Organization (ISO) 9001 Quality Assurance methodology.

Carnegie Mellon Software Engineering Institute (SEI) Software Engineering Process

Management “A Data Specification for Software Project Performance Measures:

Results of a Collaboration on Performance Measurement” by Mark Kasunic, July

2008 CMU/SEI-2008-TR-012 ESC-TR-2008-012.

IEEE “Standard for System and Software Verification and Validation” IEEE Std

1012-2012.

5 FAM 100 Information Technology Management.

5 FAM 400 Records Management.

5 FAM 500 Telecommunications.

5 FAM 600 Information Technology Systems.

5 FAM 700 Internet and Intranet Use.

5 FAM 800 Information Systems Management.

12 FAM 500 Information Security.

12 FAM 600 Information Security Technology.

5 FAM 5 Information Technology Systems Handbook.

5 FAM 8 Web Development Handbook.

5 FAM 11 Information Assurance Handbook. Generally Accepted Government

Auditing Standards (Yellow Book).

Institute of Internal Auditors’ International Professional Practices Framework (Red

Book).

DOS IT security standards.

Federal Information Security Management Act (FISMA).

NIST standards.

OMB Circular A-130 (as amended 2015)

NIST 800-53 Rev4 (or the latest DOS approved version).

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PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

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TECHNICAL EXHIBIT 1

Performance Requirements Summary

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

To Be Determined.

Performance Objective

(The Service required—usually a shall statement)

Standard Performance

Threshold (This is the maximum error rate. It could possibly be

“Zero deviation from…