4 - PWS dtd 16 Jun 25.docx

Performance Work Statement (PWS) Case & Activity Management System (CAMS) Technical Support Services for the Office for Civil Rights (OCR) 06/17/2025 Version 8.0

Contents

Addendum – Further Technical Specifications for Open Text eDOCs DM/RM System………………………. 37

Performance Work Statement (PWS) Case & Activity Management System (CAMS) Technical Support Services for OCR

1. Vision Statement The Office for Civil Rights (OCR) at the U.S. Department of Education (ED/DoED) is seeking technical support services on the Case and Activity Management System (CAMS). The CAMS application is fully operational and is in the maintenance phase of the application life cycle. The CAMS includes three components: Case Management System (CMS), Activity Management System (AMS), and Open Text eDOCS Document Management (DM) with Record Management (RM) function. The CAMS application consists of IIS websites, DM client, batch reports, database queries, and reports from the CAMS Application and Data.

This contract is to maintain CAMS to ensure the highest productivity in compliance with all Federal Regulations for the Office for Civil Rights.

The contractor shall maintain and enhance the CAMS to fulfill the OCR business requests. The contractor shall also comply with all applicable Federal Regulations in compliance with CAMS and the Department of Education’s (ED/DoED) Authority to Operate memorandum of understanding. This includes but is not limited to accessibility, security, records management laws and regulations, (NARA) records policies, personally identifiable information (PII), and all ED information systems policies on system requirements, design, implementation, deployment, and accessibility.

2. Introduction The Office for Civil Rights (OCR) at the U.S. Department of Education (ED) enforces six Federal statutes that prohibit discrimination by recipients of Federal financial assistance. The CAMS systems are used for maintaining data on OCR’s discrimination cases and their related documents in reference to complaints, compliance reviews, technical assistance, and non-case related business activities carried out by OCR’s headquarters and regional offices.

Contract Period and Place of Performance:

The period of performance of this contract will be as follows:

Base Year: 10/06/2025 to 10/05/2026 1st Option Year: 10/06/2026 to 10/05/2027

The place of performance for this effort shall be at the Contractor’s facility.

2.1 Mission

The Office for Civil Rights (OCR) at the U.S. Department of Education (ED) is seeking technical support services for its Case and Activity Management System (CAMS). The CAMS systems are fully operational and is in need of support and maintenance. CAMS include three components: Case Management System (CMS), Activity Management System (AMS), and OpenText eDOCS Document Management (DM) with Record Management (RM) function.

The CAMS support OCR’s mandate to enforce six Federal statutes that prohibit discrimination by recipients of Federal financial assistance. The CMS is used for maintaining, managing, and tracking complaints, compliance reviews, directed inquiries, and technical assistance activities carried out by the OCR’s regional offices. The AMS allows for the management of non-case related business activities by the OCR Program Legal Group (PLG) at headquarters. The DM stores, maintains, and integrates documents to permit end-to-end electronic processing of cases and activities. With RM function, CAMS enable OCR to create, retain, and dispose of electronic and physical records. In addition, the DM houses a central repository for documents on OCR policy, compliance standards, case work tools, technical assistance tools, and training materials to be used by all OCR components.

OCR has approximately 175 employees, 145 of those are located in its regional offices throughout the nation. Each regional office currently utilizes CMS and DM while PLG at headquarters uses AMS and DM to manage non-case related activities.

The CMS and AMS are web applications that provide a secure interface to manage OCR business. The front-end of these two applications runs on latest version of Microsoft Edge/Google Chrome. The middle tier is written in the Microsoft .NET Framework with Microsoft SQL Server databases. Both CMS and AMS are integrated with DM.

The DM/RM is a customized Commercial Off the Shelf (COTS) system from OpenText’s eDOCS products for meeting OCR’s needs. OCR use two interfaces of DM, Extension (desktop) and web, with SQL database as backend. DM Extension is integrated with latest Microsoft Office products (Word, Excel, PowerPoint, Outlook), and Adobe Acrobat. In addition, CMS and AMS are integrated with Matrix Logic Corporation’s WirelessDMS COTS product. Furthermore, the eDOCS Record Admin Tool helps OCR automate records management that meets the National Archives and Records Administration (NARA) requirements.

CAMS systems are accessed from the desktops of OCR’s personnel from within the ED intranet. Staff are located at headquarters and regional facilities. Database and document storage of case records provides real-time access to descriptive and statistical information for managing civil rights enforcement activities, preparing budget requests, processing Freedom of Information Act (FOIA) requests and submitting reports to Congress.

2.2 Background

The CAMS application has been in operation for over two decades. It has been upgraded from a client application to Microsoft’s IIS web server. It requires maintenance for current security and technical improvements.

2.3 Scope

The scope of this effort is to provide Technical Support Services to OCR by providing an information technology integration team in support of CAMS operations in development, test, disaster recovery, and production environments. This effort will reliably operate CAMS systems and support information exchange requirements across the Department of Education intranet network and provide staff support on CAMS upgrades, system operations, security, coordination, and execution in support of the Office for Civil Rights.

The government retains all rights to the data, has the ability to transfer it to other storage locations at its discretion, and ensures that the data is maintained in a consistent format to enable transfer methodologies, mechanisms, and tools. The format or storage location of the data should not dictate the technology used to gain insights into the data and all data (current and historical) should be available for download by government or government appointed representatives via a commercial standard Application Program Interface. PMs should use these criteria as a benchmark for negotiations, considering the unique circumstances of each contract and the data rights provisions thereof.

Software developed exclusively at Government expense and for certain types of data (e.g., Form, Fit, and Function [FFF]; Operation, Maintenance, Installation, and Training [OMIT]). These rights involve the right to use, modify, reproduce, display, release, or disclose technical data in whole or in part, in any manner, and for any purpose whatsoever, and to have or authorize others to do so.

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 Contracting Officer. 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.

3. General Requirements NOTE: This document speaks to DoED Requirements for CAMS Authority to Operate and Federal Laws and Regulations. Please request specifics if these items are unknown or need clarification.

1. The contractor shall provide continuous communications to advise, analyze, document, and contribute to Work Products, Status and Progress Updates, and Document Solutions.

2. The Contractor shall ensure all Software is in accordance with the Department of Education in relation to its Authority to Operate for CAMS Application and products.

3. The contractor shall provide Technical Services to ensure Continuous Operation and other work in this document; this is the complete control of CAMS software.

4. The contractor shall maintain, develop, document, and educate Tools and Administrative Functions currently in the CAMS Application, including Document Manager (DM) Administration, Records Management Administration (RM), Case Management System Administrative Website (CMS), Activity Management System Administrative Website (AMS).

5. The contractor shall ensure CAMS Data meets and can implement all Federal Records Regulations; including but not limited to National Archives and Records Administration (NARA) records policies, Controlled Unclassified Information, and Statement of Records Notice.

6. The contractor shall maintain the integration software currently existing between CAMS and other software products.

7. The contractor shall ensure Data Quality for CRUD (Create, Read, Update, Delete) operations and ACID characteristics in CAMS Applications; including documents data.

8. The contractor shall ensure Software Testing is completed for operation when released to user acceptance testing (UAT). Software should not application error during UAT testing.

9. The contractor shall maintain the operations of a hybrid COTS document management solution and its currently implemented licenses and tools, this currently is OpenText's eDOCS Document Management software and integration with CMS and AMS. The contractor shall maintain all current functionality implemented in CAMS of the eDOCS software.

10. Maintain CAMS operations in the Department of Education’s Hardware and Infrastructure FEDRAMP Compliance environment.

11. The contractor shall present an available and documented Disaster Recovery architecture which meets or exceeds (Recovery Point Objective = 1 hour) RPO and (Recovery Time Objective = 24 hours) RTO, (Maximum Tolerable Downtime = 24 hours) MTD objectives for CAMS including, Document Manager (DM) Software, toward continuous operations.

12. The Contractor shall analyze, design, document, and develop solutions to meet the requirements of the Federal Government and Department of Education in relation to security for the FISMA moderate CAMS Application and Architecture, Data Accuracy, and approved by the Department of Education in accordance with its Authority to Operate.

13. The contractor will develop solutions in section 5 of this document.

14. Meet agreed upon schedules.

3.1 Non-Personal Services

The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Procuring Contracting Officer (PCO) immediately.

3.2 Business Relations

The contractor shall successfully integrate and coordinate all activity needed to execute the requirement. The contractor shall manage the timeliness, completeness, and quality of problem identification. The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors. The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contract personnel.

3.3 Contract Administration and Management

The contractor shall establish processes and assign appropriate resources to effectively administer the requirement. The contractor shall respond to Government requests for contractual actions in a timely fashion. The contractor shall have a single point of contact between the Government and Contractor personnel assigned to support contracts or task orders. The contractor shall assign work effort and maintaining proper and accurate time keeping records of personnel assigned to work on the requirement.

3.3.1 Contract Management

The contractor shall participate in the management of this contract.

3.3.2 Contract Administration and Personnel Administration

The contractor shall be responsible for any personnel the contractor employs in support of this contract.

3.3.3 Subcontract Management

The contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement. The prime contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. Contractors may add subcontractors to their team after notification to the Procuring Contracting Officer (PCO) or Contracting Officer Representative (COR). Cross teaming may or may not be permitted.

3.3.4 Contractor Personnel, Disciplines, and Specialties

The contractor shall accomplish the assigned work by employing and utilizing qualified personnel with appropriate combinations of education, training, and experience. The contractor shall match personnel skills to the work or task with a minimum of under/over employment of resources. The Contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract.

3.3.5 Location and Hours of Work

Accomplishment of the results contained in this PWS requires work at the Department of Education FEDRAMP Infrastructure and at various contractor, subcontractor, and Government facilities (mainly in the continental United States). Normal workdays are Monday through Friday except US Federal Holidays. Workers typically work eight (8) hours per day, 40 hours per week. Flextime workers start not earlier than 0600 and not later than 0900. Core hours of work are from 0600 to 1800 daily eastern through pacific time zones. All employees are expected to be available during core hours.

3.3.6 Travel / Temporary Duty (TDY)

There are no requirements for physical travel or temporary duty stations.

3.3.7 Contract Inspection

The Information System Owner (ISO), Contracting Office Representative (COR), and the Information System Security Officer (ISSO) will inspect the deliverables for this PWS.

4. Performance Requirements The standards below apply to all items in this section.

No more than 60-day deviation from negotiated and approved production date

The contractor shall comply with all ED information systems policies on system requirements, design, implementation, deployment, and accessibility.

4.1 Communication

The contractor shall provide continuous communications to advise, analyze, document, and contribute to Work Products, Status and Progress Updates, and Document Solutions. The contractor’s Project Manager and up to three (3) key people from the contractor's staff or subcontractors/consultants shall attend an Initial Meeting within one month of contract award and conduct monthly meetings. The purpose of the meetings is to clarify work requirements, procedures, activities, plans, and status. The contractor shall attend an Initial Meeting and monthly thereafter until the contract expires.

AQL: 100 % Contractor Participation at Meetings and delivered reports.

4.1.1 Monthly Reports

The Contractor shall produce monthly update Reports for Work Status Updates, Continuous Operation, Software Development, Work Progress, and Customer Service and Support. The contractor shall cooperate with and exchange information with agency officials, as determined necessary by the agency. The contractor shall supply monthly task status reports when required. The contractor shall submit documentation for all deliverables and monthly financial reports via email to the COR. All reports shall show the project title and contract number on the cover or first page. They shall state that the U.S. Department of Education (DoED/ED), Office for Civil Rights and Office of the General Counsel are funding the project. The basic format of each document shall be Microsoft Office, including Word, Excel, Power Point, and Access as appropriate.

Who: Information System Owner (ISO) and Contracting Officer Representative (COR) shall receive reports.

AQL: 100 % Contractor Participation at Meetings.

Deliverable(s):

4.2 Technical Support Services

The contractor shall provide Technical Services to ensure Continuous Operation and other work in this document; the complete control of CAMS software is the scope of this PWS.

The contractor shall provide the technical support for system validation, refinement, and maintenance on CAMS applications. Application changes will be performed in the development (DEV) environment, in which the contractor will have administrative rights on the DEV server and applications. The contractor shall provide read and/or full access rights on these applications tested on the DEV to the OCR Test Group in order to view, test, and provide feedback. After the changes are tested and accepted by OCR and the ED Assistive Technology (AT) Team, the contractor shall prepare the administrative documents for application deployment to the Production site, submit a change request to the IT Change Request Board (CAB), and present the changes to the Change Advisory Board (CAB) in the Office of Chief Information Officer (OCIO) for review and approval. Once the changes are approved by CAB, the contractor shall deploy the object changes into the production environment.

AQL: 100 % uptime during USA DoED business hours.

Incentive: 10% reduction of this line item for any outage costing over 8 staff hours of work loss.

Deliverable(s):

1. The software should operate as it currently does for its intended purpose and within reasonable time expectations as CAMS’s complete solution.

2. Source Code

Documents should be created for the self-training of CAMS associated tools

The DoED's auditing and compliance reports and other Federal auditing and compliance reports should not have findings. These entities should deliver compliance documentation upon audits for compliance.

All releases should provide documentation of successful software testing and results to prove the requirements are met and data quality conforms to ACID properties of CRUD operations.

4.2.1 Authority to Operate

The Contractor shall ensure all Software is in accordance with the Department of Education in relation to its Authority to Operate for the CAMS Application and products. The contractor shall comply with all ED and Federal Government information systems policies on system requirements, design, implementation, security and governance, deployment, and accessibility. The contractor shall provide the following for all subtasks:

1. Provide an estimate working plan.

2. Implement system changes.

3. Deploy updates to production and disaster/recovery sites.

4. Supply documentation on system changes and procedure for updating the production site for CAB’s review.

5. Meet the infrastructure requirements of a FEDRAMP and Department of Education approved infrastructure.

4.2.2 Continuous Operation

The Contractor shall accomplish, complete, implement, upgrade, troubleshoot, develop, protect, and resolve software for Continuous Operation, Data Quality and Integrity; Atomicity, Consistency, Isolation, and Durability (ACID) Characteristics for Create, Read, Update, delete (CRUD) operations that meets or exceeds current user performance for the CAMS Application and products. The product shall meet the criteria for successful operation, access, and maintenance of 99.999% performance service level agreement (ACID):

1. Atomicity – the entire transaction completes or doesn’t happen at all.

2. Consistency – the state of the system and document(s) shall be in a consistent and recoverable state.

3. Isolation – one changes does not overwrite another’s change. Changes occur in isolation.

4. Durability – Completed transactions shall remain in the state intended after the change.

5. Transactions – shall occur in a reasonable time for the user. All Create, Read, Update, and Delete (CRUD) operations should operate as expected and within ACID principles.

AQL: 100 % uptime during USA DoED business hours.

Deliverable(s):

The contractor shall send customer alerts when issues are known and patch/releases are available.

The DoED's auditing and compliance reports and other Federal auditing and compliance reports should not have findings. These entities should deliver compliance documentation upon audits for compliance.

All releases should provide documentation of successful software testing and results to prove the requirements are met and data quality conforms to ACID properties of CRUD operations.

4.2.2.1 The Contractor shall document and implement Code Quality, Code Reusability, Speed and Performance, in accordance with Best Practices Software Development.

Items:

1. Code Describing Comments.

2. Best practice documented repeatable release process.

3. Release code through the life cycle starting in DEV into DR/TEST and finally production.

Code should check for data quality, i.e. dates go in date fields, properly formatted URLs go in URL fields, emails check for the basic constructs, etc. Code methods/routines should have explaining documentation in the code. Code releases should be versioned. Code should be minimized through reusable to reduce technical debt. In addition, the developed software shall meet or exceed current performance to the user. All code not acquired by license is property of OCR. Source Code should be stored on DoED file servers and version maintained.

4.2.2.2 The contractor shall release software through the Department of Education's Release Process in compliance with the Department of Education's Authority to Operate for CAMS Application.

Shall meeting all requirements for software to exist in a FEDRAMP and Department of Education approved environment. This includes but is not limited to:

1. Submit the upgrade deployment package for CAB review.

2. Attend CAB meeting to obtain approval.

3. Deploy approved updates to the production and disaster/recovery sites.

4. Meet Security Requirements.

5. Meet 508 Compliance and all Accessibility Requirements.

4.2.2.3 The contractor shall create a Documented and Repeatable Release Process.

Ensure code is written to best practices. The code is documented, and the release process can be verified.

4.2.2.4 The contractor shall support all Changes in the operating environment of the Department of Education in compliance with the Department of Education's Authority to Operate for CAMS Application.

All software that runs CAMS should be patched when not patched elsewhere. Software should be kept to within 6 months of the latest version and sooner if required by the DoED. Implement capabilities to rapidly deploy emergency security patches and implement specific security control enhancements as directed by DHS to all Federal Departments via mechanisms such as the DHS Cybersecurity Coordination, Assessment, and Response (C-CAR) action items, and DHS Binding Operational Directives (BODs). Implement capabilities and processes to patch all critical vulnerabilities identified to ED by DHS immediately or, at a minimum, within 30 days of patch release.

4.2.2.5 Ensure the current eDOCS DM deficiency of Zero Byte File Document Upload Issue has no effect on document data and storage.

Ensure zero-byte files are resolved to ensure document data integrity:

1. Maintain the current batch email process to notify staff when zero-byte file uploads occur.

2. Maintain the current batch report to ISO of zero-byte files outstanding.

4.2.3 System Patches

Apply CAMS COTS system patches to fix issues and/or errors. The Contractor shall apply, develop, gather, implement, and monitor Software Updates, Patches, and Fixes for CAMS Application to maintain user performance, compliance with Federal Regulations, and in compliance with the Department of Education's Authority to Operate for the CAMS Product.

1. The contractor is responsible for the proper configuration for the IIS server and patching of the code and supporting binaries when not under the purview. of DoED’s infrastructure. Patches shall be implemented to remain operational and in compliance with the DoED’s authority to operate.

2. The contractor will apply COTS product patches (eDocs) and fixes to all CAMS products as necessary to maintain continuous operations and in compliance with the DoED’s authority to operate.

3. The contractor will check monthly for OpenText eDOCS products patches and present findings in status reports and meetings.

AQL: 100 % uptime during USA DoED business hours.

AQL: Approved patches applied within 45 days of approval.

4.2.3.1 The contractor shall support and maintain the Matrix-Logic's Wireless DM Web Application, Direct Edit, and SharePoint COTS products and its integration with CMS and AMS.

Continue support and maintain operations to return a list of case related documents on DM from the CMS and AMS “documents” tab. Continue support and operations to allow drag and drop of documents into the DM from CMS. and AMS “documents upload” tab.

4.2.4 Processing Changes

The Contractor shall implement up to three (3) processing changes for improvements for the CAMS Application. The Federal laws and business policies of OCR can change. Occasionally these changes require refinement in the CAMS application to support these changes. Currently these changes are unknown but typically are minor to the functionality of application. The contractor shall provide the technical support for system validation, refinement, and maintenance on CAMS applications. Application changes will be performed in the development (DEV) environment and will confirm to the software release processes defined in this document.

AQL: 100 % uptime during continental USA DoED business hours.

Schedule will be agreed upon during analysis of the request.

AQL: Schedule shall not deviate more than 45 days of the approved date.

4.2.4.1 The Contractor shall support and implement all requirements for the Department of Education's Release Process for CAMS Application software into the production environment.

Shall meeting all requirements for software to exist in a FEDRAMP and Department of Education approved environment. This includes but is not limited to:

1. Submit the upgrade deployment package for CAB review.

2. Attend CAB meeting to obtain approval.

3. Deploy approved updates to the production and disaster/recovery sites.

4. Meet Security Requirements.

5. Meet 508 Compliance and all Accessibility Requirements.

4.2.4.2 The Contractor shall produce products with best practices in software development.

Ensure code is written to best practices with performance and reusability. The code is documented and source code versioned and stored in the DoED servers. The release process can be verified.

4.2.4.3 The Contractor shall document, analyze, gather, classify, and conduct CAMS Requirements Gathering for Business Process Change Support, Software Changes for assigned CAMS Application work requests.

Possible requested changes may include.

Interview key stakeholders to obtain additional feedback and enhancement requests from requirements documentation. Create a detailed system design. Develop and implement the new solution in TEST then Production:

1. Improve overall user experience (UI modernization, system performance, speed, etc.).

2. Remove fields and processes no longer in use.

3. Enhancement to support multiple allegations.

4. Improved search capability.

5. Third Party Collaboration portal (SharePoint, document uploads, document sharing, Teams, etc.).

6. Research integration with other OCR specific systems, contacts, case stages, etc.

7. Expand Case Processing Information.

8. Enhance automated case folder creation and assignment of cases.

9. Implement an automated document upload into DM from the digital signature capabilities of Adobe implemented in OCR.

10. Document and implement Security enhancements.

11. Expand Reporting capabilities.

12. Review and develop solutions for other existing functions that can be improved.

13. Normalize and improve database schema.

4.2.4.4 The contractor shall ensure Software Testing is completed for operation when released to user acceptance testing.

The software shall be operational for user acceptance testing. Deficiencies shall be resolved before release into the production environment. The contractor shall create a Test Plan, Test Strategy, Test Execution and Results which are artifacts into the release process. The Execution and Results should confirm successful use of the software. Testing will occur in the DoED infrastructure environment.

4.2.5 Federal Accessibility Compliance (SECTION 508 OF THE REHABILITATION ACT) The contractor shall troubleshoot, accomplish, assist, develop, and produce 508/IDEA accessibility compliance, assistive tools functionality, and compatibility for governance, user experience / performance, usability, and compliance.

Performance Standards:

Contractor shall support the following Assistive Tools:

1. JAWS.

2. Dragon Natural Speaking.

3. Zoom Text.

Regulations:

1. Section 508 of the Rehabilitation Act, as amended by P.L. 105-220, requires that when Federal agencies develop, procure, maintain, or use information and communication technology (ICT), it shall be accessible to people with disabilities. Products, platforms and services delivered as part of this work statement that are or contain ICT, shall conform to the Revised 508 Standards, at 36 C.F.R. § 1194.1 & Apps. A, C & D.

2. Applicable Functional Performance Criteria: When using an alternative design or technology that achieves substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4-6 of the Revised 508 Standards, or when Chapters 4-6 do not address one or more functions of ICT. – All requirements apply

3. Applicable requirements for software features and components: All WCAG Level AA Success Criteria, 502 Interoperability with Assistive Technology, 503 Application – Applies if client server software (installed on a computer) is a part of the procurement.

4. Applicable requirements to Webpage and Web Applications: All WCAG Level AA Success Criteria – Applies if websites or a web-based application (browser based) is part of the procurement.

5. Applicable requirements for hardware features and components: Applies if hardware is part of the procurement. (e.g. copiers, fax machines, phones, scanner etc.)

6. Applicable support services and documentation: All requirements apply.

Acceptance Criteria: Prior to acceptance, the government reserves the right to perform testing on required ICT items to validate the offeror’s Section 508 conformance claims. If the government determines that Section 508 conformance claims provided by the offeror represent a higher level of conformance than what is actually provided to the agency, the government shall, at its option, require the offeror to remediate the item to align with the offeror’s original Section 508 conformance claims prior to acceptance.

4.3 Tier 2/3 Support

The Contractor shall provide help desk Tier 2/3 support for up to 250 requests or 200 labor hours are consumed. The CAMS application shall run at 99.999% availability. A principal task of this component is the successful operations of the software for its intended use. Contractor shall administer to all components to ensure those operations. The objective is that CAMS operates at maximum system availability, efficiency, and reliability, as well as reduced costs over time. Provide technical assistance to address the reported DM/RM issues and errors:

1. Communicate with users.

2. Solve users reported DM/RM problems.

3. Document the problem, solution, and any training necessary.

4. Automate the solution where possible for Tier 1 support for administrator batch processing to remove the support needed past Tier 1.

AQL: 100 % uptime during continental USA DoED business hours.

AQL: Requests shall be responded to within 2 hours during business hours.

AQL: Requests shall be responded to within 4 hours off normal business hours.

Deliverable(s):

1. The contractor shall respond to reported issues/problem via telephone and emails.

2. The contractor shall provide solutions and/or guidance on fixes.

3. Source Code.

Current or when requested a monthly status report is required for current work products.

Documents should be created for the self-training of CAMS associated tools

4.3.1 Troubleshooting

The contractor shall troubleshoot and maintain continuous operation during extended business hours for OCR staff. The contractor shall have a process for support after business hours if CAMS fails. Perform all troubleshooting to ensure continuous operations of CAMS. Solve users reported DM/RM problems. Resolve CMS and AMS software issues/bugs. This involves help desk support.

4.4 User Training

The contractor shall provide four (4) recorded and OCR staff attended CAMS User Training for CAMS features and functionality. The training shall provide information on the operations of the DM, CMS, and AMS applications. Provide 4 one-hour training sessions per year as required. These may be video captured. Support training sessions with step-by-step instructions or other training documents.

Deliverable(s):

Documents should be created for the self-training of CAMS associated tools

4.5 Tools

The contractor shall maintain, develop, document, and educate Tools and Administrative Functions to support the CAMS Application, including Document Manager (DM) Administration, Records Management Administration, Case Management System Administrative Website (CMS), Activity Management System Administrative Website (AMS).

AQL: 100 % uptime during continental USA DoED business hours.

Deliverable(s):

Source Code

Documents should be created for the self-training of CAMS associated tools

4.5.1 EDOCS Admin Tool

The contractor shall maintain the eDOCS Records Management Administration Tool and Document Manager Tool and ensure the continual operation and compliance of the eDOCS RM Admin Tools to Record Officers located at headquarters and twelve (12) field offices to build the electronic record processes:

4.5.2 CMS and AMS Administrative Websites

The contractor shall support the continued operations of the administration functionality websites in CAMS for AMS and CMS.

4.6 Federal Records Requirements

The contractor shall ensure CAMS Data meets and can implement all Federal Records Regulations; including but not limited to National Archives and Records Administration (NARA) records policies, Controlled Unclassified Information, and Statement of Records Notice.

1. "Federal record" as defined in 44 U.S.C. § 3301, includes all information, made or received by a Federal agency in connection with the transaction of public business. ED owns rights to all records produced as part of this contract. Any Contractor rights shall be identified as required by FAR 52.227-11 through FAR 52.227-20.

2. Federal records shall be managed according to the applicable records management laws and regulations, to include the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), 36 CFR Chapter XII Subchapter B, and the Privacy Act of 1974 (5 U.S.C. 552a).

3. Federal records which are CUI shall additionally be managed in accordance with any applicable laws, regulations and government-wide policies (LRGWP) to include EO 13556, 32 CFR Part 2002, ED Directive OCIO 3-113, and NIST-800-171 Revision 2 (or current version).

4. Applicability: This clause applies to all Contractors and sub-contractors (hereafter referred to as “Contractors”) and shall be incorporated into all subcontracts.

5. Training Requirements: All Contractors are required to take the annual Information Management Requirements training. If the contract includes CUI the CUI Identification and Marking Training is required. Additional Category or POC specific trainings may be assigned. Contractor will maintain completion certificates and provide upon request.

6. Electronic Information System Requirements: Any electronic information system should address at minimum the following regulations in 36 CFR 1236.10. Agencies shall incorporate controls into the system or integrate them into a recordkeeping system that is external to the information system itself (see 36 CFR 1236.20 for recordkeeping system functionalities). Information systems that process, store, or transmit CUI shall fulfill the requirements outlined in 32 CFR 2002.14(g).

7. Marking Requirements: The Contractor will mark CUI as outlined in Department training.

8. Handling and Safeguarding Requirements: The Contractor will ensure that CUI is managed appropriately. The requirements include safeguarding, controlled environments, shipping and mailing or transporting protections, and reproduction protections (see 32 CFR 2002.14(a-e)).

9. Contract Completion Requirements: Removal or destruction of records shall be in accordance with assigned ED records schedule and shall include written concurrence from the CO/COR. If records are removed or destroyed the Contractor shall report the incident to ED immediately. Destruction or removal of records without the above requirements is subject to fines and penalties imposed by 18 U.S.C. 2701.

10. Compliance with Information Security Requirements: The contractor, and all sub-contractors, shall comply with the Department of Education's IT security policy requirements, specifically those set forth in the Security Requirements for Contractors Doing Business with the Department of Education: (https://www2.ed.gov/fund/contract/about/bsp.html). Additionally, the contractor, and all sub-contractors, shall develop and implement management, operational and technical security controls to assure required levels of protection for information systems. Furthermore, the contractor, and all sub-contractors, shall further comply with all applicable Federal IT security requirements. ED reserves the right to verify compliance with information security requirements established by this contract. The Contractor will fully comply with all ED-initiated inspections as permissible by law.

11. Information Security Incidents (ISI) Requirements: Contractors shall immediately report any and all suspected security incidents, breaches, and events involving ED information to ED’s Computer Incident Response Center (EDCIRC) email: edcirc@ed.gov, and ED’s Security Operations Center (EDSOC) email: edsoc@ed.gov; voice: 202-243-6550, regardless of whether the ISI is suspected, known, or determined to involve IT systems operated in support of this contract. In the event of an ISI, ED shall be provided immediate access to all IT systems used in support of this contract for inspection and analysis.

AQL: 100 % compliance within 90 days of violation.

Deliverable(s):

Documents should be created for the self-training of CAMS associated tools

The DoED's auditing and compliance reports and other Federal auditing and compliance reports should not have findings. These entities should deliver compliance documentation upon audits for compliance.

Security requires information to present to security auditing to ensure compliance. The contractor shall provide information and documentation on the security posture of CAMS.

4.6.1 Automated Records Classification Service (ARCS)

The contractor shall ensure that ARCS is implemented in compliance with the Department of Education's Authority to Operate for the CAMS Application and products. Automatically assigns DM documents directly to the appropriate folder/volume on the RM file plan. ARCS Automatically assigns individual electronic documents directly to the appropriate electronic folder or volume on the RM file plan. The entire process is run in the background and is totally transparent to users. DM users are not required to perform any additional steps to file documents to RM as they are being created, thus virtually guaranteeing documents are being filed properly and with the appropriate retention periods.

4.6.2 eDOCS Maintenance The contractor shall develop and maintain software to continue to meet and implement the records management solution in accordance with Federal Regulations and maintain and patch eDOCS Records Management software.

4.6.3 Security

The contractor shall ensure the security authentication and authorizations of records operations and records officers. The contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records, or equipment. Disclosure of nonpublic information is limited to authorized personnel with a need to-know as described in the contract. The contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to OCR control, or the contractor shall hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the contract. Destruction of records is EXPRESSLY PROHIBITED. OCR and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of OCR or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity.

4.6.4 Audit

The contractor shall ensure record actions are auditable, reduce prohibited Actions, and are following Federal Regulations. OCR owns the rights to all data and records produced as part of this contract. All deliverables under the contract are the property of the U.S. Government for which OCR shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Any contractor rights in the data or deliverables shall be identified as required by FAR 52.227-11 through FAR 52.227-20. The contractor shall not create or maintain any records containing any non-public OCR information that are not specifically tied to or authorized by the contract. The contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

4.7 Software Integration

The contractor shall maintain the integration software currently existing between CAMS and other software products. The contractor shall maintain the current performance and functionality between CAMS and the Case Assessment System, MySQL database and Drupal Software. The contractor shall maintain the batch process which imports Case Assessment System (CAS) data into the CMS database and available to authorized CMS users.

AQL: 100 % compliance within 1 day of issue.

Deliverable(s):

Source Code

4.8 Hybrid Environment

The contractor shall maintain the operations of a hybrid COTS document management solution and its currently implemented licenses and tools, this currently is OpenText's eDOCS Document Management software and integration with CMS and AMS. The contractor shall maintain all current functionality implemented in CAMS of the eDOCS software. eDOCS DM is a hybrid product at OCR. It has OCR specific fields integrated into the product. The contractor shall maintain current operations and upgrade this proprietary operation of the product. For example, adding new fields, altering existing fields, develop code to allow users to use the new/altered fields.

1. DM Extension Guided Search Application. Allow users to find documents by metadata browsing.

2. eDOCS DM Defense product. Continue the support and functionality of DM Defense product.

3. eDOCS DM Email Filing Integration. Continue support and functionality of the integration of DM into Outlook for easy import/export of documents to/from DM and MS Outlook.

4. eDOCS DM/RM Extension Automated Records Classification Service.

5. eDOCS client software.

6. Matrix-Logic Corporation WirelessDM and Direct Edit products.

AQL: 100 % uptime during USA DoED business hours.

Deliverable(s):

Source Code

4.9 Hardware and Infrastructure Compliance

The DoED will obtain the necessary hardware and software necessary for CAMS operations. The contractor shall only use Government IT equipment for purposes which require access to the DoED intranet.

Deliverable(s):

Source Code

4.9.1 Infrastructure Compliance

The Contractor shall ensure CAMS compliance to the infrastructure approved by the Department of Education in accordance with its Authority to Operate for the CAMS applications and products. The contractor shall ensure all actions performed on the system maintain compliance and successful operations in the DoED hosted infrastructure. The contractor shall ensure that CAMS is accessible through any DoED approved Government Furnished Equipment (GFE).

4.9.2 Continuous Operation on the Network

The Contractor shall ensure CAMS compliance and continuous operation on the network approved by the Department of Education in accordance with its Authority to Operate for the CAMS applications and products. This includes but not limited to:

1. CAMS operates successfully in the DoED network.

2. CAMS operates successfully on DoED servers.

4.9.3 Continuous Operation on the Cloud

The Contractor shall ensure CAMS compliance and continuous operation on cloud environments approved by the Department of Education in accordance with its Authority to Operate for the CAMS applications and products. The solution shall be cloud service provider agnostic and support any of the DoED’s FedRAMP “Ability to Operate” requirements to exist in a federal cloud. CAMS currently operates or is in the process of operations in the FEDRAMP AWS cloud.

4.9.4 CAMS Compliance with Continuous Monitoring

The contractor shall allow the capabilities for Information Security Continuous Monitoring (ISCM) and Continuous Diagnostics and Mitigation (CDM) capabilities for all IT assets to be subject to an automated inventory, configuration, and vulnerability management capability, with real time reporting. And all other DoED approved monitoring products.

4.10 Disaster Recovery Architecture

The contractor shall present an available and documented Disaster Recovery architecture which meets or exceeds RPO and RTO, MTD objectives for CAMS including, Document Manager (DM) Software,…