Attachment 1 - Workspace Reservation System SOO (DRAFT) - CLEAN.pdf

STATEMENT OF OBJECTIVES

for a

Workplace Reservation System in support of

Office of the Chief Information Officer and

Office of Administrative Services

May 21, 2024

Table of Contents

1.0 INTRODUCTION

2.0 BACKGROUND

3.0 OBJECTIVES

3.1. Security Specifications

3.2. User Interface/User Experience

3.3. Reservations

3.4. User Profile

3.5. Interactive Floor Plans

3.6. Workplace Administration

3.7. Reporting

3.8. Interoperability

3.9. User Management

3.10. License Management

4.0 SUPPORT SERVICES OBJECTIVES

4.1. Reporting

4.2. ATO Support

4.3. Transition In

4.4. Interactive Floor Plan Maintenance [Optional]

4.5. O&M

4.6. DM&E

5.0 CONTRACT TYPE

6.0 PLACE OF PERFORMANCE

6.1. Travel

6.2. Federal Holidays

7.0 PERIOD OF PERFORMANCE

8.0 TASK REQUIREMENTS

8.1. Project Management

8.2. Change Management

8.3. Training and User Support

8.4. Testing

8.5. Technical Requirements Development

9.0 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

10.0 DELIVERABLES

10.1. Deliverables

11.0 Security

11.1. Cloud Information Systems – IT Security and Privacy Requirements

11.2. Assessment and Authorization (A&A) Activities

11.3. Reporting and Continuous Monitoring

11.4. Personnel Security Requirements

11.5. Sensitive Information Storage

11.6. Protection of Information

11.7. Data Ownership

11.8. Confidentiality and Nondisclosure

11.9. GSA Non-Disclosure Agreement

11.10. Additional Stipulations

11.11. Mobile Application Security Requirements

12.0 SOFTWARE SECURITY

13.0 TRAINING AND ACCESSIBILITY

14.0 PHYSICAL SECURITY

15.0 CONTRACTING AND ONBOARDING PROCEDURES

16.0 ELECTRONIC AND INFORMATION TECHNOLOGY

17.0 GOVERNMENT-FURNISHED EQUIPMENT

18.0 GOVERNMENT-FURNISHED INFORMATION

19.0 CONTRACTING ADMINISTRATION

20.0 INSPECTION AND ACCEPTANCE

21.0 INVOICING/PAYMENT PROCEDURES FOR PAYMENT

22.0 IT SECURITY POLICIES

23.0 CLAUSES

23.1. Task Order Level Clauses Incorporated by Reference:

23.2. Task Order Level Clauses Incorporated in Full Text

24.0 GENERAL COMPLIANCE REQUIREMENTS

Statement of Objectives (SOO)

1.0 INTRODUCTION

This Statement of Objectives (SOO) outlines the goals that General Services Administration (GSA) GSA IT seeks to achieve by implementing a workplace reservation system. In collaboration with the Office of Administrative Services (OAS), GSA will be evaluating various technology solutions to identify the one that best meets these objectives.

2.0 BACKGROUND

The General Services Administration (GSA) continues to efficiently and effectively manage its workplaces that accommodate a variety of work styles and shared use of space. Hoteling is one approach to reducing per person workplace allocations already in use at GSA. With hoteling, office workers are not assigned a permanent workstation, but instead use an automated service to find and reserve workspaces. Additionally, GSA uses this service to reserve conference rooms, and other reservable assets, such as parking spaces. The current automated workplace reservation service, AgilQuest OnBoard, is reaching the end of life with support presently expected to end in June 2025.

3.0 FUNCTIONAL REQUIREMENTS/OBJECTIVES

The overarching objective of this GSA requirement is to maximize effective and efficient use of its workplaces for a variety of work styles and shared use. To achieve this objective, GSA will need to leverage a cloud-based workplace reservation management service for all its users to make and manage reservations for reservable assets at its facilities.

The contractor will describe processes to achieve desired outcome or results in the form of a PWS.

System capabilities for this solution include the following:

3.1. Security Specifications

3.1.1. Implement a FedRAMP-authorized Cloud Service. Priority will be given to vendors with a Moderate Impact (Mod) FedRAMP authorization. Vendors without existing FedRAMP certification must demonstrate a documented plan and timeline (12-18 months) to achieve a Moderate security posture.

3.2. User Interface/User Experience

3.2.1. Deliver a comprehensive feature set through a user-centric interface.

3.2.2. Develop an intuitive user interface (UI) that minimizes the learning curve.

3.2.3. Prioritize a clear and consistent UI design for user familiarity.

3.2.4. Enable user personalization options to accommodate individual preferences.

3.2.5. Ensure feature availability across diverse device platforms (desktop, mobile, tablet).

3.2.6. Maintain a consistent user experience regardless of the device used.

3.2.7. The application must be configurable to meet the specific needs of the organization.

3.2.8. Demonstrate the ability to configure the application's color scheme to match the agency's guidelines. This could include primary and secondary colors for backgrounds, buttons, text, and other UI elements.

3.2.9. Demonstrate the ability to configure labels for functionalities, buttons, and workspace attributes to reflect the agency's specific terminology. For example, "Meeting Room" could be changed to "Conference Room.”

3.3. Reservations

3.3.1. Implement a reservation system that allows users to intuitively book collaboration rooms, meeting rooms, workstations, parking spaces, equipment, etc. directly from a list, visual floor layout or a calendar view. The system should display real-time availability and facilitate reservation confirmation.

3.3.2. Simplify workspace discovery through an intuitive multi-faceted search. The search will offer granular filtering options (including; date/time, location, city, state, amenities, room type, resource name capacity, favorites, zones and proximity to peers) combined with fuzzy keyword matching.

3.3.3. Facilitate informed workspace selection by providing users with comprehensive space details prior to booking. This includes the ability to add high-resolution photos, a clear and concise list of amenities, accessibility features, workspace type, and accurate capacity information.

3.3.4. Offer flexible reservation options by allowing single-day and recurring booking.

3.3.5. Allow users to locate and book desks near colleagues they need to work with alongside.

3.3.6. Enable users to create and manage a list of favorite resources or locations for quick and convenient selection in future bookings.

3.3.7. Incorporate a notification system that automatically sends emails or offers alerts to users based on predefined triggers including but not limited to;

reservation confirmations, reservation reminders, canceled reservations, modified reservations, and approval requests.

3.3.8. Enable users to check-in to their reservations through a variety of device platforms, including mobile apps, web interfaces and seamless integration with existing staff badging systems for an automated and convenient check-in experience.

3.3.9. Streamline efficient reservation management by providing users a dedicated area for viewing, modifying, or canceling existing reservations.

3.3.10. Develop a native user communication system that allows end-users to submit service requests, report complaints, and inquire about customization options.

This system should enable users to easily categorize their requests, attach relevant files, and track the status of their communications.

3.3.11. Allow users the ability to designate another registered user as their delegate for reservation management. Designated delegates will be able to view, manage, and check-in/out of the delegator's reservations for which they have been granted access.

3.4. User Profile

3.4.1. Demonstrate that the system offers users a comprehensive user profile where users can view and edit their details.

3.4.2. Offer users the ability to specify their preferred work locations and work hours, reducing repetitive input during reservations.

3.4.3. Allow users to choose the types of notifications they receive (e.g., reservation confirmations, reservation reminders) the method (e.g., emails, push notifications) and the frequency (e.g., daily, weekly summaries).

3.4.4. Empower user control over location visibility by offering a toggle function to enable or disable their discoverability within the system.

3.5. Interactive Floor Plans

3.5.1. Demonstrate that interactive floorplans display the real-time availability status of each workspace (desks, conference rooms, etc.) in a visually distinct manner, allowing users to easily identify them on the map.

3.5.2. Interactive floor plans shall offer advanced search and filter functionalities to allow users to find specific workspaces based on various criteria, such as:

Amenities, Room type, Capacity.

3.5.3. Demonstrate that interactive floorplans are clear, navigable, and zoomable for detailed exploration. Utilize intuitive controls (scroll, pan, or directional) for seamless user experience.

3.5.4. Interactive floor plans shall display detailed information about a workspace upon clicking on it. This information shall include: photo, amenities, room type, capacity.

3.6. Workplace Administration

3.6.1. Provide GSA workplace administrators with a comprehensive suite of tools designed to optimize resource, facility, and reservation management within their designated geographic regions. The system will prioritize an intuitive interface that minimizes training requirements and maximizes administrative efficiency.

3.6.2. Reservable Resource Administration

3.6.2.1. Create, update, and remove reservable resources including parking spots, workspaces, collaboration rooms, equipment, conference rooms, etc.

3.6.2.2. Add, update, and remove reservable resource attributes including photos, room name, capacity, room type, and amenities for each resource.

3.6.2.3. Configure regular operating hours of a reservable resource along with temporary unavailability periods for flexible scheduling.

3.6.2.4. Set approval workflows for specific resources or booking requests, if required.

3.6.2.5. Define and manage business rules based on user roles, regions, zones, facilities or specific needs to optimize allocation.

3.6.2.6. Configure operating parameters like booking duration limits or advanced reservation rules for each resource type.

3.6.3. Facility Administration

3.6.3.1. Configure operating parameters for various facilities, ensuring optimal resource utilization.

3.6.3.2. Create new facilities within the system to manage additional locations.

3.6.3.3. Define new floors within existing facilities for detailed space management.

3.6.3.4. Implement location-based lead time thresholds or limits for reservations. This allows for setting different booking lead times based on the facility or floor, increasing planning flexibility and optimizing space usage.

3.6.4. Zone Administration

3.6.4.1. Create and name designated zones or groups for restricted or shared resources, facilitating departmental or team workspace allocation.

3.6.4.2. Configure booking rules and restrictions for individual users, groups or zones, ensuring equitable access and responsible resource utilization.

3.6.4.3. Restrict booking of desks or workstations within designated groups or zones, promoting focused work environments or team collaboration areas.

3.6.5. Reservation Administration

3.6.5.1. Transfer existing reservations directly to another user, accommodating schedule changes or team needs.

3.6.5.2. Create new reservations for users, streamlining the booking process for them.

3.6.5.3. Cancel or modify existing reservations, ensuring workspace availability adjustments can be made efficiently.

3.6.5.4. Facilitate check-in for reservations on behalf of users, promoting accountability and accurate space usage data collection.

3.6.5.5. Allow manual approval of room reservations for specific resources or booking requests, enabling administrators to exercise oversight and prioritize critical needs.

3.6.6. Interactive Floor Plan Administration

3.6.6.1. Enable administrators to easily add, edit, and remove reservable resources and other markers on the map.

3.6.6.2. Allow administrators to import and update floor plan layouts and resource locations in real-time to reflect changes in the workplace.

3.6.7. Notification Administration

3.6.7.1. Empower administrators to manage notification triggers and modify notification templates and content for improved communication clarity.

3.7. Reporting

3.7.1. Provide GSA the capability to retrieve comprehensive insights into reservations and space utilization through a reporting and analytics platform.

3.7.2. Demonstrate the ability to generate detailed usage reports on workstations & conference rooms, workplace occupancy, and utilization data.

3.7.3. Restrict access to reporting to specific user roles and limit retrievable data to the regional level.

3.7.4. Allow users to run both pre-made reports and create their own custom reports.

3.7.5. Offer flexible report options (e.g.weekly/daily summaries) and allow users to define report parameters to generate reports tailored to their specific needs.

Parameters should include but are not limited to: region, organization, resources, floor, date range, individual assets, individual users, check-in status.

3.7.6. Enable users to personalize their reporting experience by saving frequently accessed reports for quick retrieval.

3.7.7. Enable secure export of reports and datasets in industry-standard formats, including CSV, XLSX, PDF.

3.7.8. Integrate self-service creation of visualizations within reports. Offer a range of charts (line, bar, pie, pivot) and floor plan heatmaps for data exploration and spatial analysis.

3.8. Interoperability

3.8.1. Offer a set of application programming interfaces (APIs) that support development of custom integrations of the platform with other services and data sources thereby extending functionality of the platform to solve future business needs.

3.8.2. Provide a robust and flexible integration platform through well-defined outbound and inbound APIs.

3.8.3. Integrate with GSA’s identity management system (Okta) to provide identity verification for GSA users, i.e. PIV/CAC access.

3.8.4. Integrate with GSA’s User Data for the purpose of facilitating user provisioning/deprovisioning.

3.8.5. Integrate with Electronic physical access controllers (e.g., turnstiles) Gallagher Command Centre (badge-in data) for the purpose of auto check-in

3.8.6. Integrate with GSA calendar and email system for the purpose of facilitating creation of an event invitation with reservation details

3.8.7. Integrate a mobile application solution with GSA mobile device management software (Android and iOS Devices) for the purpose of creating and managing reservations via mobile devices. GSA currently uses MAAS 360 and Google MDM solutions.

3.8.8. Integrate with GSA Enterprise ITSM solution, ServiceNow, for the purpose of facilitating the creation of service requests. [OPTIONAL]

3.8.9. Integrate with business intelligence and analytic tools to provide decision support capability (currently Tableau) [OPTIONAL]

3.8.10. Existing SteelCase RoomWizards or optionally, some other vendor-provided device(s); [OPTIONAL]

3.8.11. Integrate with existing access control & occupancy solutions;[OPTIONAL].

3.9. User Management

3.9.1. Enhance user provisioning efficiency and security by leveraging the integration with the identity management system for automatic user provisioning, updates and deactivation.

3.9.2. Allow GSA to manage users through a role-based access control system that includes pre-defined and customizable user roles for granular control over reservable assets, reservations, reporting, system configuration, and user management.

3.9.3. Demonstrate the ability to delegate specific elevated abilities to designated users.

3.10. License Management

3.10.1. Allow GSA flexibility to assign and reassign licenses as the number of users, reservable assets and facilities may fluctuate over the life of the resultant task order award. The proposed service must have the capability to adjust independently (each of the three may need adjustment by a different rate in a different direction) the number of users, reservable assets, and facilities upward and downward on an as-needed basis.

4.0 SUPPORT SERVICES OBJECTIVES

The General Services Administration (GSA) is seeking support to set up and configure this workspace reservation system solution, for purposes of this implementation. The implementation should support GSA users. GSA is seeking support to set up and configure the system capabilities defined in Section 3.0 “Functional Requirements/Objectives” related to user interface, security, reservations, workplace services, reporting and more.

4.1. Reporting

4.1.1. Configure and provide users with self-service reporting by offering a comprehensive library of pre-made reports. Reports should include workstations, conference rooms, collaboration space, parking spaces, equipment, etc. and the ability to sort based on type of reservation, person, date, timeframe. GSA should be able to view reports based on geographical location and funnel down to the facility and spaces. The following reports should be configured to the GSA’s specifications:

● Resource Reports

○ Facility/Space Reservation: The ability to pull reports based on all locations in the reservation system and see overall reservations in those locations to look at overall utilization.

○ Space Reservations: The ability to see what spaces are being reserved in each facility and see the overall utilization.

● Reservation Reports

○ Arrivals and Departures: When employees have arrived and departed.

○ Bump Report: Show when individuals are bumped from their reservations.

○ Reservation Cancellations: Ability to see what reservations were canceled.

○ Reservation List: Ability to see all reservations for that day, week, month, office symbol, etc.

○ Reservation Management: Report that shows what reservations (workstation, conference rooms, etc.) have been checked into, what time they were checked in, schedule, how many were reserved, how many were available.

○ Unreserved Conference Rooms: What conference rooms were not reserved. Should have the ability to sort based on day and times.

○ Floor and Building Reservation: The ability to look at reports and sort based on floor(s) in a specific building.

○ Single Day Activity: See what activity has occurred for a single day. This should include reservations that were made, canceled, bumped, etc. A daily summary of the above items.

● Workflow Reports:

○ Room Management: Report should measure the efficiency of conference room workflow - average time a room is reserved, percentage the room is reserved, ability to see how often the rooms are reserved from one day to the next, week, month etc.

○ Request List: Reports need to include Request Details - type of request - requestor information, date and time of requests, Resource Details - description, (room capacity, features, equipment), location, availability status.

○ Conference Room Schedule: Report should include room name, location, capacity (# of people each room accommodates), features (A/V equipment, whiteboards, etc.), Reservation Details - date and time, duration, recurring reservations, user information, utilization data - frequency of use, no shows/cancellations.

4.2. ATO Support

4.2.1. Create required security documents to obtain GSA ATO.

4.2.2. Support ATO A&A.

4.2.3. Support yearly ongoing security authorization to operate.

4.3. Transition In

4.3.1. Execute phase-in transition support tasks. The tasks include provisioning user accounts, establishing facilities, publishing reservable assets and establishing integrations with devices and other services.

4.3.2. Import and establish records for existing facilities and reservable resources including all of their attributes.

4.3.3. Complete all transition and migration activities within not longer than 120 days from the effective award date, due to the legacy solution’s end of life / end of support.

4.3.4. Configure and document the connection between the new workplace reservation management system the GSA electronic Physical Access Control System (ePACS), currently Gallagher Command Centre, to support a turnstile check-in feature. The turnstile check-in feature automatically checks the authorized user into their existing workstation reservation when they successfully process their PIV card through an onsite turnstile reader. The workplace reservation management system sends a timely notification via email to the user that they have been checked into their workstation reservation.

The current turnstile check-in feature requires that the two systems be integrated in such a way that ePACS notifies BookIT when each authorized PIV card holder processes successfully through an onsite turnstile reader so BookIT may check the user into their existing workspace reservation. The General Services Administration’s (GSA) custom AgilQuest BookIT Utility in Command Centre sends a PIV card number (FASC-N) from the database to the AgilQuest BookIT database when the PIV card is first processed successfully through a turnstile reader each day. The original customization is through a SQL to SQL connection that copies PIV card data into a table within BookIT for processing.

4.3.5. Configure and provide clear and concise documentation for a mobile application integration with the GSA Mobile Device Management (MDM) solution. GSA currently uses MAAS 360 and Google MDM solutions.

4.3.6. Configure and document the connection to the enterprise electronic messaging and calendar solution (currently Google Workspace).

4.3.7. Configure and document the connection with GSA’s identity management system to provide identity verification for GSA users, i.e. PIV/CAC access. The GSA’s current identity management solution is Okta.

4.3.8. Configure and document the connection with GSA’s User Data for the purpose of facilitating user provisioning/deprovisioning to ensure support by SailPoint's IdentityNow. Provide a secure RESTful API that includes creation, assignment of roles, and terminations and has a defined schema for representing users and groups with the ability to run Create, Read, Update, and Delete (CRUD) operations on those user and group resources and/or supports the System for Cross-domain Identity Management (SCIM) specification. Has to comply with GSA Application Programming Interface (API) Security CIO IT Security 19-93.

4.3.9. Configure and document the connection Enterprise ITSM solution (currently ServiceNow) [Optional]

4.3.10. Migrate existing reservation data. The reservation data period covers six months prior to “go-live/production” date, through the new service “go-live / production” date, including all pending future reservations.

4.3.11. The Vendor will work closely with GSA to perform user research, prepare user personas, and to develop and prioritize a full gamut of user stories as the project progresses. The GSA also expects that the Vendor will work closely with the GSA- provided end-users to perform usability testing at regular intervals throughout the development process.

4.3.12. Enable interactive floor plan integration by converting GSA furnished DWG drawings into a system-readable format and facilitating their ingestion into the solution.

4.3.13. Establish functional interactive floor plans by configuring and mapping all reservable assets.

4.4. Interactive Floor Plan Maintenance [Optional]

This section outlines an optional requirement for ongoing maintenance of the live floor plans within the workplace reservation system. While the core system should offer the ability to manage workspace reservations, GSA is interested in exploring the possibility of having the vendor maintain an up-to-date representation of the physical workplace layout. The vendor would be responsible for keeping the floor plans within the reservation system accurate and reflecting any changes made to the physical workplace.

This includes updates for:

4.4.1.New workspace creation or removal

4.4.2. New Buildings or removal

4.4.3.Changes to existing workspace configurations or building configurations 4.4.4.Updates to furniture placement within workspaces

GSA anticipates an average of 500 workspace or floor changes per year. However, we understand that vendors may offer tiered pricing for maintenance based on volume.

Therefore, we would like vendors to provide pricing options for live floor plan maintenance in increments of 100 updates per year (e.g., pricing for 100 updates, 200 updates, etc.).

4.5. O&M

The Vendor will provide initial application configuration and integration support to stand up the solution for the federal user community. Additionally, GSA will require ongoing operation and maintenance (O&M) support and consulting support to troubleshoot technical issues related to the application and user app experiences. GSA and the Vendor will meet on a regularly-scheduled basis to discuss any issues, challenges and future suggestions. The Vendor shall provide O&M support utilizing technical best practices and Federal security requirements for the life of the contract.

Operational recommendations may be sourced from industry-standard tools including reports for monitoring components and services on various platforms. Other guiding tools include Federal regulations for the administration of Federal information systems, security audits and reviews, Agency policies, guidelines, recommendations, or directions.

The Vendor shall provide corrective / adaptive / perfective / preventive maintenance and support as described below utilizing Agile techniques to include cross-functional teams, rapid iteration, and regular testing to make improvements to this solution:

● Availability: 24/7, 365 availability of the application with predetermined down times, communicated to end users, as necessary

● Corrective maintenance and support: Involves repairing defects resulting from design errors, logic errors and coding errors. Defects result from data processing errors and system performance errors, escaping internal quality control and client acceptance testing, or reported through a help desk or other designated interface.

Ongoing maintenance and support may include the administrative update of data by script, data load or similar updates consistent with the Content Management policy of the Government

● Defect Support: Corrective maintenance for all enhancements after their Government acceptance and deployment in the Production environment

● Compatibility: Ensure the application is operable using the GSA list of approved desktop software including testing the application to remain compatible with desktop operating systems and internet browsers including Microsoft Edge Chromium and Google Chrome

● Perfective maintenance and support: Involves accommodating new or evolved user requirements. It generally includes functional or user interface enhancements to a component or service and activities that increase the system’s performance. Minor changes to system features, configurations, templates, reports, dashboards, and integrations based on test results, user feedback, or changes in agency needs are included in this Perfective maintenance work. (Note: enhancements are considered those where there are significant structural change(s) or significantly new features are added requiring substantial work and are not included in this category of maintenance and support)

● Preventive maintenance and support: Involves activities aimed at increasing the system’s maintainability, such as improving the modular structure of the software systems, testing system and configuration changes, and updating documentation. This maintenance includes the upgrade of components before they reach end-of-life, frameworks, versions to maintain the technical operation of the information system

5.0 CONTRACT TYPE

This task order will be a Hybrid –consisting of Firm Fixed Price and Labor Hour CLINs. This order is LABOR RATE for technical services provided and FIRM FIXED PRICE for software or Other Direct Cost to be delivered as part of this order. The Government anticipates the Contractor to perform at a level of effort (LOE) that imposes a minimal amount of administrative burden upon either party and promotes a maximal amount of reducing waste and inefficient performance.

6.0 PLACE OF PERFORMANCE

The majority of work required by this task order will be performed remotely or at the contractor’s site. Upon customer request, the contractor may be required to come to GSA Headquarters, 1800 F Street, NW, Washington, DC 20405 for training sessions.

All work days referenced in this SOO are business days in which work is expected to be performed, excluding weekends and all federal holidays (see table below), unless otherwise specified. The Contractor will be expected to perform all work at the Government’s facility, or previously authorized location, within the hours of operation currently anticipated between the hours of 7:00 AM and 7:00 PM Eastern Time.With written notice to the Contractor, GSA may extend, reduce hours, not exercise options, or terminate any TO resulting from this solicitation based on the Government’s need for the technical requirements.

6.1. Travel

Travel is not anticipated for this requirement. Travel at times may be at the Contractor location, or an alternate Government authorized telework location. Local travel may be required from the Government’s site to Virginia, Maryland or the District of Columbia.

The Government will not pay for local travel within a 50 mile radius of the designated performance location; with consideration to frequency.

6.2. Federal Holidays

In Accordance with the Office of Personnel Management set by law (5 U.S.C.

§6103) that are followed by GSA, are identified in Table 1 below:

Table 1. Federal Holidays Observed

7.0 PERIOD OF PERFORMANCE

The period of performance shall be 12 months from the date of award with four option years as follows:

Base Period: Date of Award plus 12 Months Option Year 1: End of base period plus 12 months Option Year 2: End of Option Period 1 plus 12 Months Option Year 3: End of Option Period 2 plus 12 Months Option Year 4: End of Option Period 3 plus 12 Months

Federal Holidays Designated Dates

New Year’s Day January 1

Martin Luther King’s Birthday Third Monday in January

President’s Day Third Monday in February

Memorial Day Last Monday in May

Juneteenth June 19 (Date observed varies)

Independence Day July 4

Labor Day First Monday in September

Columbus Day Second Monday in October

Veterans’ Day November 11

Thanksgiving Day Fourth Thursday in November

Christmas Day December 25

8.0 TASK REQUIREMENTS

The Contractor shall perform deployment, installation, development, configuration, requirements gathering & analysis, documentation, operations, and management activities in support of this project including:

8.1. Project Management

The Contractor shall be responsible for assisting in the management of projects related to the technical tasks on this task order. The Contractor will attend or host related meetings as requested. The Contractor shall support and participate in risk management as the SME (Subject Matter Expert) and keep the GSA Project Manager or Task lead informed related to Risk.

8.2. Change Management

The Contractor will follow the GSA IT Change Management plans to cover all analysis, development, and implementation work for new/existing applications and their supporting processes’ changes throughout the project life cycle. The Change Management plan consists of but is not limited to the following:

1. Readiness assessments, migration plans, communication and collaboration, user training, and performance measures

2. Steps to obtain buy-in through user and management participation throughout system development and implementation

8.3. Training and User Support

The Contractor shall provide user support and troubleshooting. This will include:

1. Providing basic training support on the software on an ad hoc basis

2. Responding to and resolving user inquiries and support requests

3. Provide basic cross training and knowledge transfer for the GSA users

8.4. Testing

The Contractor shall support the Government and/or its other vendors on testing the solution or their components to ensure they operate as intended in the existing GSA IT environment. This will include:

1. Development, testing, and verification of application integration support for existing and future GSA business systems.

2. Production and Pre-Production Testing support for the solution.

3. Create and execute automated or manual test scripts for the solution.

4. Support GSA testers and QA to test the developed solution.

5. Document test results.

6. Repair defects found in testings.

7. Usability testing, and manual and automated accessibility testing

8.5. Technical Requirements Development

The Contractor will support the development of technical requirements. The Contractor will review resulting deliverables, as tasked, on new projects and changes to existing projects including, but not limited to, GSA IT systems and platforms. The results of this task will be presented according to the Contractor’s proposed timelines and milestones. Technical requirement deliverables will be in written form including briefings, electronic correspondences, and white papers as requested.

To successfully administer this SOO, the contractor must fill key positions with highly experienced staff. Personnel assigned to key positions, as well as other proposed staff, must demonstrate experience in required skill sets. The Contractor must provide resumes for all proposed staff and copies of all applicable certifications for all personnel. A signed letter of commitment for employment must be included for non-employees. The resume must show the position title the employee will be filling.

The Contractor must ensure a stable workforce during the performance of this contract. The Contractor must designate key personnel including a Project Manager and a Technical SME. During the first one hundred twenty (120) calendar days of performance, the Contractor must make no substitutions of key personnel unless the substitution is necessitated by illness, death, or termination of employment.

The Contractor must notify the GSA Contracting Officer, in writing, of a proposed substitution of key personnel. This notification shall be submitted at least fifteen (15) calendar days in advance of the proposed substitution. All proposed substitutes should have qualifications equal to, or greater than, the person to be replaced.

9.0 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The contractor will respond with performance metrics, measurement plan, and quality assurance (QASP) to be submitted during the Kick-Off Meeting. The final iteration of the plan is due five (5) business days after the Kick-Off Meeting. The QASP will ensure services are performed IAW with the SOO and commonly accepted commercial practices. The contractor will develop and implement procedures to identify, prevent and ensure non-recurrence of defective services. The government reserves the right to perform inspections on services provided to the extent deemed necessary to protect the government’s interests. The contractor will control the quality of the services and deliverables provided in support of this task and maintain substantiating evidence that services conform to contract quality requirements and furnish such information to the government if requested.

Quality Assurance Surveillance Plans typically include, but are not limited to, the following:

1. A description of the inspection system addressing all objectives and scope outlined in the SOO;

2. A description of methods for identifying, correcting and preventing defects in the quality of service

10.0 DELIVERABLES

10.1. Deliverables

SOO Deliverable Due Date # of Copies Distributed to

10.1.1 Training Materials/User Guides End of base year 1

GSA, COR

10.1.2 Integrated Master Schedule

15 business days after award 1

GSA Management, COR

10.1.3 Kick Off Meeting

7 business days after award 1

CO, COR

10.1.4 Project Specific Meetings

scheduled weekly, monthly

GSA Team, COR

10.1.5 Ad-Hoc Meetings with the COR

At the request of the COR 1

GSA Management, COR

10.1.6

Transition/ Implementation Plan

10 business days after award

1 GSA Management, COR

10.1.7

Weekly Status Reports Due first week of the month

1 GSA Management, COR

10.1.8 Risk Management Plan

Included as part of the status report 1

GSA Management, COR,

10.1.9 Project Documentation

based on project’s requirements

GSA Management, COR

10.1.10 Invoices and monthly tracking spreadsheet

Every month COR

10.1.12 Completion of Support Service Objectives

Within 1 Year of Report

GSA Management

10.1.13 Draft QASP

7 business days after award

1 COR

10.1.1. Training Materials, Training Sessions, and User Guide The Contractor will develop 508-compliant training material and user guides for training in support of the implementation and usage of the software.

10.1.2. Integrated Master Schedule

The Contractor will provide an Integrated Master Schedule (IMS) or schedules based on the agreed-upon management approach to provide effective planning and forecasting of the tasks included in each portfolio described in the SOO 3.0 and 4.0 and ensure program and project success. The IMS will serve as a roadmap to visually communicate high-level planned major capabilities and provide all project participants with a consistent tool for planning, executing and tracking technical, schedule, cost and risk activity.

The IMS should allow the project management team and stakeholders to identify risks or opportunities early and the project management team to provide “what if” scenarios and look at potential mitigation options early on to reduce risk in achieving fixed milestones. In addition, the IMS should provide the project management teams with a consistent tool for managing critical activities, assessing progress and performance, and fully utilizing resources. The IMS will be used to measure and manage progress through each period of performance. A draft IMS should be provided within 15 calendar days of award. The initial iteration of the IMS should be completed within 45 days of award. The IMS is an evolving document that should reflect episodic and/or critical changes. As a result, the document must be kept up to date and discussed during weekly status meetings as needed and included in the Monthly Status Report (MSR).

10.1.3. Kickoff Meeting

The contractor will coordinate and participate in a kick-off meeting NLT seven (7) business days after award at a location approved by the Government to discuss assumptions, expectations and objectives. The meeting will also serve as a forum to introduce contractor personnel and Government personnel who will be involved in the contract and to discuss the scope of the work, Task area structure, team structure, on-boarding and transition processes and the expected systems for communication, feedback and any other relevant items. The Contractor should provide an initial transition-in overview slide deck for discussion and meeting minutes for the kickoff meeting.

At a minimum, the attendees will include key contractor personnel, the Government project managers, other relevant Government personnel, and the Contracting Officer’s Representative (COR). In addition to the artifacts required to conduct the meeting, the contractor will provide the following items:

1. Non-Disclosure Agreements for each Contractor Support Personnel

2. Phase-In Transition Plan

3. Draft Quality Assurance Surveillance Plan (QASP)

4. Draft Service Level Agreement (SLA)

10.1.4. Project Status Meetings

Project status meetings shall be scheduled to address the prior month’s project progress, planned activities for the following month, potential problems or conflicts that may impact the schedule, scope or cost defined as the triple constraint, change management impacts, and project status. The Government and the Contractor PM shall jointly schedule and chair project status meetings and will be attended by the Contractor and Government team leads. Project Status Meetings shall continue throughout the life of the contract. The meetings shall present risks, risk status and mitigation strategies, configuration management and change control topics and/or issues.

10.1.5. Weekly Status Reports

The Contractor shall prepare and distribute a weekly status report that documents the activities and achievements in the prior week and the planned activities, milestones, deliverables due, and meetings for the following week. The report shall document any problems or unresolved issues that may impact the project(s). The report shall be delivered to the Government Management each week.

Weekly status reports shall include:

● Executive summary;

● Prior week’s accomplishments;

● Activities planned for the current week;

● For development and implementation work, the status, to include objectives met, work completed and work outstanding;

● Status of defects, issues, or changes submitted to the CCB;

● Successes;

● Issues/actions, resolutions or obstacles impeding progress and recommended solutions;

● Potential schedule, cost or scope problems;

10.1.6. Monthly Status Reports

To minimize the time spent on report preparation, the Contractor shall provide the Government with a reporting process and a sample Monthly Status Report (MSR) template based on contracting best practices. In addition to the monthly status report, the Contractor shall submit an updated project or work plan to the Government Project Lead, Contracting Officer (CO) and COR monthly.

MSRs shall include:

● Status Report summary;

● Key activities and deliverables for the past month, by task;

● Key activities and deliverables for the current month, by task;

● Key activities and deliverables proposed for the following month, by task;

● For analysis, development and implementation work, the status, to include objectives met, work completed and work outstanding;

● Status on risks and mitigation strategies;

● Contractual changes, if any;

● Potential schedule, cost or scope problems;

● Summary of meetings for the past month;

● Staff/resource status, including new staff added to the contract or staff that have left the contract;

● Summary information on the deliverables delivered during the past month;

● Contractor personnel contact information;

10.1.7. Risk Management

The Contractor shall deliver a Risk Management Plan to the Government for approval. The objectives of the risk management plan are to identify, address, and eliminate risks before they become threats to success or major sources of rework. The Contractor shall provide a process for identifying, documenting and handling risk and issues and help define appropriate mitigation strategies and solutions. The Contractor shall support and participate in risk status reviews. The Contractor shall provide status information as specified by the COR in the correct format and level of detail.

10.1.8. Quality Assurance and Quality Control

The Contractor shall deliver a Quality Assurance Surveillance Plan (QASP) to the Government for approval and implement a QASP program which establishes, implements, and maintains an effective QASP to ensure consistent technical quality for all deliverables, work products, and services performed under this Contract. The QASP program shall include management and technical reviews and audits to validate the quality of the work performed by the Contractor's personnel and of the work performed by its subcontractors. The QASP program shall incorporate all processes required to develop, document, monitor, review, analyze and conduct the Contractor's development, maintenance and execution.

10.1.9. Communications Management

Communications among all stakeholders must be managed and controlled throughout the project lifecycle. This includes communications among the Contractor, the Government, government customers, and project stakeholders, including development teams, system users, project sponsors, business unit/support services, project core team members, process group owners and the COR.

Government executives shall be informed of the status of the project as it progresses and how they are impacted.

10.1.10. Project Documentation

Project Documentation – At minimum, the following are required: project plan outlining the goals and requirements of the project; deliverables and schedule for delivery; requirements document; operations and maintenance (O&M);

contractor’s internal testing plan; user acceptance testing plan for interim and final deliverables. The scope of each of these deliverables shall be based on the complexity and scope of the project.

10.1.11. Delivery Instructions Format

Deliverables shall be submitted electronically to the Government unless otherwise requested. The Contractor shall include a cover letter with each submission, on the prime contractor’s letterhead, describing the contents. Hardcopy deliverables shall be submitted on 8½ by 11 inch paper, be single-sided, and single-spaced.

Prior to the submission of deliverables, GSA and the Contractor will agree on format and nature of the content for the deliverable, to improve deliverable quality prior to effort being expended. Industry Standards and best practices will also be used as a guideline for developing deliverables where applicable.

10.1.12. Deliverable Review and Acceptance

Any deliverable produced under this Task order will be accepted or rejected in writing by GSA. Each deliverable shall be provided in draft form unless otherwise noted. GSA will have ten (10) business days to review the deliverable and provide comments to the Contractor. During this review period, GSA will have the right to reject or require correction of any deficiencies found in the deliverable that are contrary to the information contained in the Contractor’s accepted proposal. After receiving the comments, the Contractor shall incorporate the changes into the deliverable and resubmit the final deliverable to GSA within ten (10) business days.

If, after receiving the draft deliverable, GSA fails to complete the review within ten

(10) business days, the deliverable will be considered accepted for payment purposes only. If deficiencies are discovered after this period, GSA will provide in writing a description of all deficiencies to be corrected by the Contractor. After receiving the deficiencies, the Contractor shall incorporate the changes into the deliverable and resubmit the deliverable to GSA within ten (10) business days.

Electronic, editable copies of all deliverables shall be submitted to the COR.

In the event the Contractor anticipates difficulty in complying with any delivery dates, the Contractor shall immediately notify the appropriate COR in writing, giving pertinent details, including the date on which delivery is expected. This data shall be informational in nature and receipt thereof shall not be construed as a waiver by the Government of any schedule, rights, or remedy.

10.1.13. Ad Hoc Meeting

As needed

10.2. Transition Plans

10.2.1 Phase In

The Vendor shall conduct a seamless and expedited transition to GSA with minimal disruption to business operations while ensuring data integrity and continuous operation. The Phase-In Plan will ensure minimum disruption to vital Government business and its associated business units. The contractor will ensure there will be no service degradation during or after transition. The contractor will present a Phase-In Plan to include on-boarding of personnel and project ramp-up during the Kick-Off Meeting. The plan will also describe how the contractor will assign, inventory, and maintain a record of any Government-furnished equipment or information, and a timeline for contractor Support Personnel to complete and submit contractor Information Worksheets to begin the badging process. The Phase-In period shall be limited to forty-five (45) days or as specified by the Contracting Officer (CO). The final version of the plan is due to the PM and COR NLT than ten (10) business days after award. Includes the following:

● Scope

● Project plan

● Key performance indicators

● The Vendor shall ensure that at a minimum 80% of proposed personnel in the staffing plan has an active HSPD-12 clearance 4-6 weeks after award. Please refer to applicable sections regarding the HSPD-12 Personnel Security Clearances.

● The Vendor Phase-In team shall expect to attend an orientation session at the beginning of the award period of performance. This session will be virtual or at a central location that may be convenient and would not require travel.

10.2.2 Phase-Out

● The Vendor shall submit to the GSA a draft Phase-Out plan ninety (90) calendar days and a final Phase-Out plan seventy-five (75) calendar days before the contract’s completion. The Phase-Out plan shall address not less than the following:

● Procedures for retaining the staffing levels necessary to maintain required services through the day of the contract’s expiration or termination

● Procedures and responsibilities for performing physical inventory and reconciling and certifying of all Government Furnished Equipment (GFE) and Government Furnished Information (GFI). Procedures at a minimum should satisfy the requirements in the applicable sections

● Procedures for reconciling and certifying material and equipment on-hand levels and accuracy

● Document and define the procedures and responsibilities for turning over all account access to the follow-on contractor

● Document and define the plan for providing on-the-job, application-specific, training for the incoming Vendor personnel

● Provide detailed documentation sufficient to allow the follow-on Vendor to effectively transition into the contract; the following illustrates the types of documentation required; the Government will specify any other types of documentation that may be needed at the start of the Phase-Out period:

○ System operating procedures

○ Customized user guides and manuals

○ Detailed data mapping

○ All business logic and where it resides within the system (presentation layer, database, etc.)

○ All workflow and business process configurations

○ All outstanding / in-progress issues

○ All underdeveloped requirements

○ Latest version of the System Security Plan

○ Any additional documents developed related to the system

● Providing application and configuration walkthroughs with the incoming

Vendor

● Provide all code for any customizations or add-ons to the…