WebCM Section C_DRAFT 2-25-2017.pdf

SECTION C – STATEMENT OF WORK (SOW)

DESCRIPTION/SPECTIFICATION/WORK STATEMENT

C.1 Background

The FAA’s Enterprise Configuration Management and Data Services Group is responsible for operation and maintenance of the FAA's Web Configuration Management System (WebCM), a

Web-based system for Configuration Management (CM). WebCM began as an initiative to automate the National Air Space (NAS) Change Proposal (NCP) process. The NCP is the primary CM mechanism used within the FAA to manage technical documentation and changes that describe the NAS, its components, and its systems. WebCM was created to reduce time and cost outlays processing NCPs and to manage engineering drawings and other technical documentation as needed.

WebCM is designed to manage FAA specific workflow and configuration management information including the Case File, National Airspace Change Proposal (NCP), and

Configuration Change Decision workflow processes. WebCM is built on the Eden Architecture, a highly optimized workflow and application development platform. The Eden Architecture supports the FAA’s WebCM application by proving dynamic workflow, data, logic, and presentation engines powered by Java and XML.

The WebCM solution replaced the legacy Configuration Management Status (CM/STAT) module of the Documentation and Configuration Identification System (DOCCON). This system was designed to replace the paper NCP process with an automated system to electronically capture reviews and comments, and enable workflow capabilities. WebCM allows individuals to originate, manage, and monitor NCPS form case file initiation to a configuration control decision (CCD) closure. WebCM also creates and processes FAA Form 1800-2, Case

File/NCP form, allowing the environment of the FAA’s capability to tract the status of the form initiation through approval (or disapproval) and implementation, capturing all review cycles comments, and the corresponding resolution.

C.2 Scope

The FAA requires the contractor to provide Eden Architecture licenses, maintenance and engineering and technical services in support of the FAAs WebCM tool, including associated efforts such as software enhancements, help desk support, training and communications, testing, training, general program management support, engineering and documentation development and updates, except any identified Government furnished equipment (GFE) or Government furnished information (GFI). The contractor must implement all necessary scheduling and personnel and equipment control procedures to ensure timely accomplishment of all WebCM service requirements.

C.3 Requirements

C.3.1 Technical Support

The Contractor must conduct the required tasks for providing full operational sustainment of the existing WebCM operations and migration to any new CM Automation solution the FAA procures during the term of this contract.

The Contractor must supply labor to perform user initiated custom application software development associated with new releases, user help desk support, and technical system support associated with the WebCM application for use within the FAA for Management and Hardware and Software Support. These changes to the WebCM system are ongoing changes initiated by

FAA users and will continue throughout the lifecycle of WebCM. Currently, new user-initiated releases are scheduled for development, testing and migration from the Contractor into the FAA production environment. Future user initiated change request, software development and eventual software migration by the contractor will continue.

The Contractor must ensure the WebCM Application, Hardware and Software development and maintenance to support the system until the decommissioning of WebCM.

C.3.2 Labor Categories and Descriptions

Project Manager (PM) - The PM has overall responsibility over the life cycle management of projects to ensure timely and effective delivery of products and services. The PM is point of contact for all matters associated with effective delivery of products and services described in the contract. The customer's primary interface for all work related issues involving planning, execution and control of project scope, schedule, costs, quality resources, communications and risks. Experience: 15+ years in managing large IT Programs for Public and Private Sector

Organizations with a minimum education level of a Bachelor Degree from an accredited College or University.

Subject Matter Expert (SME) - The SME is the expert in both the technical and practical complexities of implementing an enterprise-wide change/configuration management automated solution. The SME provides expert guidance and insight into specific technologies and their application specifically as they related to the Contractor's software products. Additionally, the

SME independently performs a variety of system design and integration tasks where a specific subject matter expertise is necessary. Experience: 10+ years’ experience in managing enterprise tools with emphasis on configuration management capabilities with a minimum education level of a Bachelor Degree from an accredited College or University.

Senior Software Engineer (SSE) - The SSE researches, designs and develops internet-based workflow application products focusing on collaborative computing practices. The SSE conducts requirement gathering, analysis and specification development. In addition, they possess practical working knowledge and skills of commonly used software concepts, practices and procedures within the software engineering field along with the ability to communicate effectively with peers and management. They perform programming of a complex nature independently, or as a senior or lead member of a team. Experience: 7+ years’ experience working with workflow application products and software concepts with a minimum education level of a High School Diploma.

Software Test Engineer (STE) - The STE establishes test environments, conducts software quality assurance tests of software products, creates and maintains test plans that outline test strategies and test cases, and builds automated tests with the use of proprietary tools or off-the-shelf solutions. Experience: 5+ years’ experience in software testing, creating test environments, developing test plans and executing test cases with a minimum education level of a High School Diploma.

C.3.3 Custom Software Development

The Contractor must conduct software designs, code, integration and test activities necessary to implement change request initiated by FAA users necessary to implement changes to WebCM.

This includes all software releases. The Contractor must create new or modify existing software necessary to support and/or interface with WebCM. Changes shall be developed in accordance with the WebCM product baseline provided by the FAA. The WebCM product baseline is assessable through the Mike Mulroney Aeronautic Center (MMAC) and the Disaster Recovery site at any time.

C.3.4 Program Management

The Contractor must support the FAA in program planning meetings, conferences, briefings, design reviews, and technical interchange meetings. The Contractor must provide program briefing materials and other documentation to support program planning as required.

C.3.5 Engineering

The Contractor must provide engineering support services to the FAA for requirements analysis, implementation planning of future software upgrades and deployments, web portal upgrades, and continued support to the WebCM hosting, facility and FAA support group in Oklahoma City, support all activities of the Configuration Management Automation (CMA) activities, and other services as directed the FAA. These services are required to support the production, test and disaster recovery environment and the migration to the new CM Automation solution.

C.3.6 Test Plans

The Contractor must provide User Acceptance Test (UAT) plans, procedures, cases, steps, software and test resources to support the FAA acceptance test activities for each identified software release or update as required.

C.3.7 Training

The Contractor must provide support to the FAA for all WebCM activities required to plan, define, update, maintain, execute, train, and support the WebCM training program as defined by the FAA Program Management Office (PMO).

C.3.8 Help-Desk Support

The Contractor must provide Help-Desk support and services for the WebCM product. These services shall include labor for telephone support, email support, and the appropriate telephone lines. The physical Help-Desk phone and communications lines cost should not include any indirect cost burdens.

C.4 Eden Architecture

C.4.1 Eden Maintenance Description of Services.

The Contractor must deliver software maintenance, error corrections, software updates, and remote help desk technical support for the Eden Architecture (proprietary) including Eden

Application Development and Deployment Framework software deployed by the FAA. There are

4,000 FAA users being supported under this contract.

A. Error Corrections: Contractor must exercise commercially reasonable efforts to correct any error reported by Licensee in the current unmodified release of the software in accordance with the priority level reasonably assigned to such error by the Contractor. If a reported error has caused the software to be inoperable, or the FAA user's notice to the

Contractor states that the reported error is substantial and material with respect to FAA

User's use of the product, the Contractor shall use its reasonable commercial efforts to correct such error or to provide within 24 to 72 hours a software patch or workaround such error.

B. Software Updates: Contractor must provide, at no additional cost, one (1) copy of, and necessary authorization to copy, new releases of the products.

C. Technical Support: Contractor must provide assistance via Internet, telephone, electronic mail, remote access, and facsimile to all 4,000 FAA users. Users who submit their inquiries via electronic mail will receive an automatic response back that their inquiry has been logged and is being worked. Contractor technical support personnel are available to answer questions related to Contractor's supported products and how they perform with compatible hardware systems. Remote help desk support is available from 9:00 a.m. to

5:00 p.m., Eastern Standard Time, Monday through Friday. Assistance in the development of custom applications for Contractor's products is not included under this contract. In the performance of maintenance services, the Contractor applies priority ratings to problems reported by the FAA:

a. Priority I Errors: Description - Program errors that prevent some function or process from substantially meeting the functional specifications outlined in the user documentation and which seriously affect the overall performance of the function or process and no work-around is known. Contractor Response -

Contractor shall promptly initiate the following procedure: (1) assign senior

Contractor Technical Support personnel to correct the error; (2) notify senior

Contractor Management that such errors have been reported and that steps are being taken to correct the error; (3) commence work to provide FAA user with a work-around until a final solution is available; (4) provide a final solution as soon as it is property tested and available.

b. Priority II Errors: Description - Program errors that prevent some function or process from substantially meeting the functional specifications outlined in the user documentation, but has a reasonable work-around. Contractor Response -

Contractor shall provide a work-around to Licensee and shall exercise commercially reasonable efforts to include the fix for the error in the next software maintenance release.

c. Priority III Errors: Description - Program errors that prevent some portion of a function from substantially meeting the functional specifications outlined in the user documentation but do not seriously affect the overall performance of the function. Contractor Response - Contractor must include the fix for the error in the next major release of the software. Prior to issuing new releases into the FAA environment, the Contractor will coordinate with the Contracting Officer's

Representative (COR) for this contract and follow procedures designated by the

COR. The Contractor may on occasion need both physical and logical access at all FAA sites where Eden is deployed. When this situation arises, the Contractor shall acquire prior approval from the COR and shall follow all federal on-site security policies. Electronic access is maintained by a T1 line and the FAA

Intranet. The FAA shall provide account access and facilitate the Contractor’s access to servers and data as needed.

C.4.2 Eden Architecture Technical Environment - Deliverables

The Contractor will deliver the following

Deliverable Date Delivery

Location

Delivery Location

Eden Software License Yearly – Upon task order issuance

Contractors

Development

Server

Test Server at

MMAC

Custom Software Monthly – Upon Contractors Test Server at

Development releases/ System

Test Custom Software

Development Products

PMO request Development

Server

MMAC

Monthly Status Reports including activities performed

Monthly – Upon

PMO request

Contractors

Development

Server

Test Server at

MMAC

Most Current Production

Version of Eden Architecture software for the FAA WebCM software application, delivered in electronic copyrighted format (on CD

ROM or other commercially available media)

Within seven (7) calendar days of task order issuance

Contractors

Development

Server

Disaster recovery server at MMAC

Latest Release of Eden

Architecture software

Within 180 calendar days of task order issuance

Contractors

Development

Server

Production server at

MMAC