ATTACHMENT C-1 CWP SOW_R1.pdf

U.S. DOT Federal Aviation Administration i

SIR #692M15-22-R-00006 Attachment C-1

STATEMENT OF WORK

Federal Aviation Administration

Corporate Work Plan (CWP) Program Management and IT

March 2024

1 Contents 1 Introduction

1.0 Background

1.1 Objectives

1.2 Scope of Work

2 References

3 Functional Requirements

3.1 Business Program and Project Management Support

3.1.1 Program/Project Management Support

3.1.2 Contract Management

3.1.3 Project Management Planning

3.1.4 Monthly Activity and Status Reporting

3.1.5 Maintenance of System Documentation

3.2 Oracle, COTS, and Custom Tools Lifecycle Support

3.3 Training Support

3.4 Infrastructure Services

3.4.1 Hardware Support

3.4.2 Software Support

3.4.3 Networking

3.4.4 Disaster Recovery

3.4.5 Documentation

3.4.6 Service Level Agreements

3.4.7 Security

3.4.8 Life Cycle Management

3.5 IT Operations Services

3.5.1 Backup and Recovery

3.5.2 Managing Processing Requests

3.6 Application Maintenance & Support

3.6.1 Application Support

3.6.2 Development and Testing Environments

3.6.3 Migration Configuration and Change

3.7 Help Desk & Help Desk Management Support Services

3.7.1 Infrastructure Support

3.7.2 Application Support

3.7.3 Help Desk Management

3.8 Change and Configuration Management Support Services

3.9 Software Application Development, System Enhancements, and Implementation Services

3.9.1 System Development Life Cycle Support

3.9.2 IA Security and Compliance Services

3.9.3 Requirements Analysis Services

3.9.4 Design Services

3.9.5 Programming and Development

3.9.6 Integration and Testing

3.9.7 Code Migration

3.9.8 Data Development Services

3.9.9 Data Management

3.10 Transition Phases of Performance

3.10.1 Phase-In Transition Plan

3.10.2 Phase-Out Transition Plan

3.10.3 Phase-Out Execution

3.10.4 Phase-Out Inventory

4 End Results/DeliverablesI

5 Period of Performance

6 Place of Performance

7 Other Direct Costs (ODCs)

Appendix A – List of Acronyms

1 Introduction The Capital Budget Systems Branch (ABP-330) is comprised of Federal Aviation Administration (FAA) systems for planning, tracking, and managing the full lifecycle of programs associated with the establishment, modernization, and sustainment of National Airspace System (NAS) systems and infrastructure. ABP-330 systems are mixed client-server and web-based systems that serve as the primary management and tracking systems used by the FAA for requirements identification, internal budget preparation, financial control and monitoring, implementation planning, resource estimating, project management, performance measuring, and upward reporting on projects from inception through capitalization.

ABP-330 systems provides program management functionality to support an end-to-end management system. ABP-330 systems enable FAA lines of business to improve the efficiency and effectiveness of projects and programs. ABP-330 systems are Organizational Process Assets that contribute to the processes, policies, and corporate body of knowledge of the FAA. This statement of work (SOW) identifies functional work areas to support ABP-330 Corporate Work Plan (CWP) in the day-to-day execution of its mission.

1.0 Background

ABP-330, within the Office of Budget and Programs (ABP-1), is responsible for the overall management of ABP-330 systems to include the CWP, Regional Information System, Oracle Business Intelligence Wide Accounting Network, Simplified Program Information Reporting & Evaluation Tool, and Staffing and Payroll System. Technical oversight of ABP-330’s hardware and software is provided by the Office of Information and Technology (AIT).

ABP-330 provides overall program direction, coordinates requirements and specifications with users, assigns development priorities, publishes manuals, provides user training, and establishes and administers contracts to provide software and hardware to support CWP program.

ABP-330 requires technical support with various operating system(s), including, but not limited to: the ability to perform both Oracle and operating system performance monitoring and make necessary adjustments; provide strategic database direction for various business organizations;

knowledge of all Oracle tools which support the CWP; sound knowledge of CWP custom applications; and knowledge of all IT functions, as Operations and Maintenance (O&M) responsibility includes recommendations impacting database design, database implementation, backup, and recovery. Background in CWP’s application business processes and an understanding of the technical support required is critical to maintaining CWP applications and ensuring success of this highly complex and interdependent program, its processes and tools.

1.1 Objectives

This statement of work provides business program management, project management, and information technology support services to ABP-330 in the operation and maintenance of the

CWP.

The objectives of this effort are as follows:

• Provide a variety of current and future Business Program and Project Management Support to ABP-330;

• Provide IT support to all environments developed, operated and maintained by ABP-330 that is defined in Attachment J-1, System Characteristic Document (SCD), including new and emerging technologies which will evolve over the life of the support contract, and

• Perform Lifecycle Support of Oracle tools, Commercial off the Shelf (COTS) tools, and custom tools associated with the execution of the Corporate Work Plan that are included in Attachment J-1, SCD.

1.2 Scope of Work

This SOW is comprised of distinct functional work areas that establish the scope of the Contract.

This SOW is intended to define the overall scope of work under the CWP Contract; specific requirements within the scope of these functional work areas will be identified, defined, and issued under individually funded task orders. The Contractor must provide the full range of support capabilities defined in the task orders issued under this Contract. The Contractor must furnish the necessary personnel, materials, equipment, and facilities required to satisfy the requirements of the individual task orders.

The required services are grouped according to the following functional work areas:

• Business Program and Project Management Support

• Oracle, COTS, and Custom Tools Lifecycle Support

• Training Support

• Infrastructure Services

• Operations Services

• Application Maintenance and Support Services

• Help Desk and Help Desk Management Support Services

• Change and Configuration Management Support Services

• New Systems Implementation and Relocation Support Services

• Transition Phases of Performance

The Government may issue individual task orders that encompass one or more of the above-named tasks for CWP. Each individual task order will have a defined period of performance.

This Statement of Work is intended to be a broad statement of the scope of work included in the base IDIQ Contract. Requirements will be specified at the Task Order level.

2 References

The Contractor must research and follow appropriate and relative FAA and Department of Transportation (DOT) Orders as well as business and financial systems policy and guidance.

Where necessary, the Contracting Officer’s Representative (COR) will provide additional guidance regarding existing materials and specifications for government systems and processes.

The Contractor must ensure all work is in full compliance with:

• AIT/FAA/DOT orders and process guidelines;

• AIT/FAA/DOT Enterprise Architecture standards and guidelines;

• AIT/FAA/DOT Security standards and guidelines; and

• FAA standards for product and service quality, including FAA Quality Assurance policy described in Section 3.10.4 of the Acquisition Management System.

The Contractor is directed to the following websites:

ID badge online application:

https://my.faa.gov/org/linebusiness/ash/programs/id_badge.html Orders and Notices:

http://www.faa.gov/regulations_policies/orders_notices/index.cfm/go/document.list/par entT opicID/184 Standard Operating Procedures:

https://my.faa.gov/org/staffoffices/afn/finance/sop.html AIT Process Repository:

https://my.faa.gov/org/staffoffices/afn/information/processes.html CWP KSN Site:

https://ksn2.faa.gov/cwp/home/Pages/Default.aspx

3 Functional Requirements The requirements outlined in this statement of work are described via the functional areas below.

These functional areas are defined in terms of activities, support services, end results and deliverables that the Contractor must perform in support of CWP. The Contractor must perform program management, specific project management, and IT support services to the Capital Budget Systems Branch in the operation and maintenance of the CWP. The Contractor must perform specialized technical support work associated with Database Maintenance Support.

Contractor personnel must apply broad experience and technical knowledge of assigned disciplines and specialties, and understand how assigned systems, components, and disciplines are integrated with other Aeronautical Systems.

3.1 Business Program and Project Management Support

https://my.faa.gov/org/linebusiness/ash/programs/id_badge.html http://www.faa.gov/regulations_policies/orders_notices/index.cfm/go/document.list/parentT%20opicID/184 http://www.faa.gov/regulations_policies/orders_notices/index.cfm/go/document.list/parentT%20opicID/184 https://my.faa.gov/org/staffoffices/afn/finance/sop.html https://my.faa.gov/org/staffoffices/afn/information/processes.html https://ksn2.faa.gov/cwp/home/Pages/Default.aspx

3.1.1 Program/Project Management Support

It is the sole responsibility of the Contractor to ensure that all efforts are performed and managed in a skillful, efficient and professional manner; that work is appropriately planned and scheduled;

that the required levels of performance and quality are established, monitored and maintained;

and that status, progress and concerns are reported in a comprehensive and timely manner.

Accordingly, the Contractor must provide the necessary and appropriate oversight to ensure accomplishment of all assigned tasks. These activities include planning and reporting project status against scheduled milestones, cost and performance reporting, work breakdown structure (WBS) development and deliverables.

As part of the required program and project management support, the Contractor must provide the following support services:

a. Assist in scheduling and project management to support business and IT objectives and Oracle COTS product configuration.

b. Coordinate consultant and trainer staffing requirements with FAA Management and Professional Services.

c. Maintain program and project management documents in repository. Access to be provided at contract award.

d. Provide product and technical expertise to support FAA resources in developing integrated solutions.

e. Provide business program and individual project status reports.

f. Work with other contractors and FAA organizations involved in operations and maintenance activities.

g. Coordinate other contractor(s)’s activities with integrated master scheduling and information collection and distribution.

h. Provide help desk technical support, developers, and application technical experts

Database Administrators (DBA, developer, expert in the COTS software and infrastructure).

i. Provide support for ABP-330 conducted training and training support material design, development and delivery to include Learning Management System (LMS) operation.

j. Coordinate consultant/trainer staffing requirements with FAA Management and Professional Services.

k. Provide Sharepoint System Development Life Cycle (SDLC) support for all business program and IT objectives.

l. Provide strategic communications support across all aspects of ABP-330 business objectives.

3.1.2 Contract Management

The Contractor must provide program management support necessary to ensure that assigned tasks are performed efficiently, accurately, on time, and in compliance with the requirements.

The Contractor must participate in a Kick-Off meeting between the FAA, COR, and Contractor to review SOW requirements and to understand work scope and deliverables. The Contractor must provide meeting minutes following the meeting.

ABP-330 requires program and project management support to ensure efficient and effective achievement of tactical and strategic objectives. Support must include the generation, review, coordination, maintenance, quality management and/or processing of the wide variety of artifacts required to successfully support and deliver projects, programs and portfolios at the FAA. The Contractor must participate as a member of a government-led team or act independently in an advisory capacity.

As part of the required contract management support, the Contractor must perform the following work efforts:

a. Anticipate needs, requirements, problems, opportunities, developments, and trends so new efforts can be planned and integrated with existing programs and priorities.

b. Determine the probable overall effect of new policies or changes in the program and anticipate the need for changes as a result of unforeseen events, such as Congressional mandates.

c. Support the development, documentation, and management of Program Performance Metrics.

d. Develop and Implement Program Quality Assurance Measures and Program Controls.

e. Assist in ensuring that the CWP budgets reflect the program outcomes and performance measures.

f. Conduct financial management initiatives designed to increase efficiency and improve financial management effectiveness.

g. Develop plans and procedures for monitoring contractor performance through a variety of analytical techniques to ensure all performance requirements are being met.

3.1.3 Project Management Planning

The Contractor must develop a Project Management Plan in accordance with Project Management Institute’s Project Management Body of Knowledge standards and AIT-Enterprise Program Management Service policy (See AIT Process Repository) for each Government-issued task order. The Project Management Plan must include the following at a minimum:

a. Description of the planned schedule

b. All deliverables and milestones

c. Identification of each step in the work process required for completing the work

d. The period of time needed to accomplish each step (calculated using calendar days and in accordance with specified due dates)

e. Identification of staff resources by labor category allocated to each work element

f. Rationale for the project organization, staff utilization and other resources allocated

g. Maintain a WBS

The Contractor must keep each Project Management Plan current. Project Management Plans must also be updated and resubmitted to the COR for Government approval whenever any changes result in a schedule impact of more than 10 working days.

3.1.4 Monthly Activity and Status Reporting

The Contractor must provide a monthly report of all work activities, status, schedules, problems encountered, possible solutions, and planned activities for the next month, including, but not limited to:

a. Work in Progress and Completed activities

b. Status of Deliverables

c. Areas of concern

d. Personnel Status to include, at a minimum, personnel gains, losses and status

e. Actions requested

f. Planned activities

g. Planned and completed travel

h. Forecasts, including estimates at completion and estimates to completion

i. Project Metrics Data indicating the effort associated with each project activity to include labor categories and hours expended on each task

j. Help Desk activity with performance metrics

k. Risk areas and mitigation strategies identified

l. Determine Level of Effort for new activities

m. Planned and actual expenses for activities

n. Status of all outstanding risks identified during previous months’ status reports

3.1.5 Maintenance of System Documentation

The Contractor must maintain and electronically store all documents required in accordance with FAA IT and Security guidance, (See AIT Process Repository) including, but not limited to:

a. Risk Management Plan & Register Template

b. Configuration and Change Management Plan

c. System Boundary Document

d. System Design Document

e. Interface Control Documents

f. Test Scripts

g. Operations & System Administration Manual

h. Data Dictionary

i. Infrastructure Document

j. Test and Evaluation Master Plan

k. Disposition Plans

l. System Integration Test Results

m. Closure Reports

n. Maintenance Charter

o. Implementation Plan

p. Maintain System Logs

q. Information System Contingency Plan

r. Disaster Recovery Plan

3.2 Oracle, COTS, and Custom Tools Lifecycle Support

The Contractor must provide the following life cycle support for Oracle, COTS products, and Custom Tools:

a. The Contractor must follow the FAA SDLC methodology and produce SDLC artifacts.

SDLC Management includes planning and analysis; application architecture; Information Assurance (IA) security and compliance; and continual process improvement, planning and analysis services associated with efficiency and effectiveness of the application environment.

b. The Contractor must work with other contractors and FAA organizations involved in maintenance activities.

c. The Contractor must coordinate other contractor(s)’s activities with integrated master scheduling and information collection and distribution.

d. The Contractor must provide software development and O&M support for the CWP to AIT Information and Technology in support of the Capital Budget Systems Branch. Core services include, but are not necessarily limited to, project management services and SDLC software application development services.

e. The Contractor must assist with integration of CWP tools with the Primavera Project Management Tool.

f. The Contractor must assist in scheduling and project management to support program objectives and Primavera configuration.

g. The Contractor must provide product and technical expertise to support FAA resources in developing integrated solutions.

h. The Contractor must provide full training and transition gates on Primavera Tool Suite to fulfill requirements for FAA-designated Primavera Principal Administrators.

i. The Contractor must provide functional and technical support to develop and update operational, systems, and technical architectures.

j. The Contractor must provide application architecture services and review of application architecture and planning, to include application modules; module configurations; system interfaces; logical databases; and updates to existing or new documentation as part of performing activities for Application Architecture.

k. Build and configure integrations between Primavera, Oracle Primavera Portfolio Management (OPPM) and other Oracle applications as well as third party applications using Oracle Consulting’s Project Integration Framework (PIF).

l. Maintain PIF and PIF integrations including providing patches, upgrades, and enhancements to meet FAA’s needs.

m. Configure the implementation of the OPPM commercial off-the-shelf software application to support the analysis of CWP projects and the development of yearly program office spend plans, the Franchise Agreement Tool, and other project/program management requirements. The Contractor must work with the FAA to identify their requirements, acquire the data, and develop/update the OPPM forms. The Contractor must integrate CWP project management and financial data within OPPM and make that data available to end users. The Contractor must leverage Tier 3 OPPM help desk support through the FAA Service Now help desk management system.

n. Configure the implementation of the Cost Estimating commercial off-the-shelf software application to support the development of project budget cost estimates and controlled cost estimates. The Contractor must work with the FAA cost estimating organizations to identify their requirements, configure the application to meet these requirements, acquire CWP data, and integrate the application into the CWP System. The Contractor must provide Tier 3 Cost Estimating help desk support through the FAA Service Now help desk management system.

o. Develop and maintain CWP Portal Oracle Advanced Development Framework (ADF) forms. The Contractor must work with the FAA to identify their user interface requirements then develop and update the ADF forms. The Contractor must coordinate with the FAA to integrate these ADF forms into the CWP System.

p. Develop and maintain software procedures that will be used to populate the Oracle ADF forms with data and Portal data views. The Contractor must coordinate with the FAA to integrate these procedures into the CWP System.

q. Develop and maintain Financial Management System and Project Authorization Plan ADF forms and data tables.

r. Analyze, cleanse, update, and maintain the FAA facility data that is downloaded from the FAA’s Facility Service and Equipment Profile (FSEP) application. The Contractor must analyze the accuracy of the FSEP data and make corrections as needed. The Contractor must review end user requests for new facility location identifiers and facility types and update the facility database as needed.

Note: PIF is a proprietary utility built and supported solely by Oracle Consulting via exclusive work arrangements.

3.3 Training Support

The Contractor must provide Training support for ABP-330. The purpose of this task is to provide training to Corporate Work Plan customers and to create and deliver training for each update and business process change. The support services to be provided under this task area include, but are not limited to the following:

a. Provide and deliver training for CWP business process, familiarization, on-line, and specialized training to all CWP customers for update and business process change as directed

b. Deliver training plan, training scripts, overview, familiarization, and role based training to Corporate Work Plan users according to a specific training plan and as directed.

c. To support changes to business process, prepare and provide a training plan, training materials, training videos, training guides, and familiarization training for the process changes as directed.

d. Participate in business process meetings as required.

e. Maintain training materials, training videos, and training guides.

3.4 Infrastructure Services

3.4.1 Hardware Support

The Contractor must:

a. The Contractor must provide technical support and support FAA/AIT maintenance services for all hardware related to the CWP. Support in this area is defined as ensuring proper operations based on hardware vendor specifications, FAA/AIT policies, guidelines, procedures and Service Level Agreements (SLA) both written and implied.

This also includes support of the FAA/AIT’s performance of maintenance to ensure all firmware and system components meet the contractor’s latest revisions and that the devices follow contractor’s recommendation on preventive maintenance schedules.

b. The Contractor must adhere to operating guidelines imposed by the Enterprise Data Centers (EDCs) or cloud services. When operating guidelines cause an adverse impact to CWP and performance goals, these impacts must be communicated to AIT for resolution.

c. The Contractor must coordinate and communicate with all FAA data center service providers to ensure optimal operations of all the hardware, applications, software, and networking.

d. The Contractor must be responsible for the building, maintaining and monitoring the interconnections (networking) between devices (Servers, Storage Area Network (SAN), and Network) and the FAA network.

e. The Contractor must ensure optimal configuration of the hardware and interconnections based on the hardware vendor specifications, applications requirements and FAA policy and procedures and guidelines.

f. The Contractor must build new, augment existing, upgrade and swap out all components of the hardware infrastructure in all operating environments, to support new applications (projects) or upgrades/enhancements to existing applications.

g. The Contractor must collect performance data and report on performance of the entire environment in aggregate, by application (inclusive of all devices) and by unique devices.

h. The Contractor must implement management and performance monitoring software/systems to support proactive alerts to ensure system availability and proper operations. Implemented monitoring must integrate with existing monitoring being performed by the FAA Enterprise Operations Center (EOC) in order to allow the EOC to view alerts through their normal work and monitoring environment.

3.4.2 Software Support

The Contractor must:

a. Install, setup, configure, manage and maintain all software that supports the CWP. The

Contractor must work with the EDCs or cloud services to integrate requirements for future phases of the CWP and software necessary to manage infrastructure.

b. Assess and recommend changes to the existing software baseline. This must include other software packages, upgrades, licensing and software maintenance.

c. Monitor, manage and implement software patches, updates and upgrades. The FAA will be responsible for the infrastructure located in their EDCs.

d. Support, tune (optimal performance), monitor and manage all software that supports CWP. Optimal performance as defined in the software, hardware and industry standards and guidelines. AIT is responsible for the software running in their EDC. The team must work with AIT to ensure optimal performance is achieved.

e. Perform initial installation, configuration and integration as defined by the software vendor’s documentation, industry standards and FAA policy, procedures and guidelines.

In addition, the Contractor must adjust the setup, configuration and operations to support FAA’s unique requirements, and to achieve optimal performance. This assumes proper coordination with AIT and that AIT is performing their role in the infrastructure/software within their EDCs.

f. Work with the software vendor in regards to support configuration, setup and trouble resolutions.

g. Monitor, manage, maintain and implement reports (e.g., Tableau Reports) that support the CWP.

h. The Contractor must develop project management and project financial reports that require customized aggregations of the ABP-330 systems data.

i. The Contractor must create data views that can be used to develop customized reports by filtering and sorting the project management/financial data and making this data available for manual analysis or automated analysis by external applications like Tableau.

3.4.3 Networking

a. In coordination with AIT, the Contractor will install, setup, configure, support, manage, and maintain all networking devices.

b. Coordinate and communicate with third parties (vendors or other FAA organizations) to ensure infrastructure viability.

c. Ensure optimal operations of all network devices by each data center or with FAA agreements.

d. Perform engineering assessments on infrastructure to support single sign-on and active directory consolidation. Upon approval from FAA AIT, implement such recommendations.

e. Manage, monitor, and provide reporting to FAA on network device licenses and maintenance agreements.

f. Support, tune (optimal performance), monitor and manage all network devices. Optimal performance as defined in the software, hardware and industry standards and guidelines.

Note: AIT EDC will be responsible for the infrastructure that is running in its facilities.

The Contractor must provide support trouble shooting and configuration recommendations.

3.4.4 Disaster Recovery

The Contractor must:

a. Ensure disaster recovery plans are implemented, maintained, tested and managed as defined in the Information System Contingency Plan and as required by AIT.

b. Work with the security team in regards to table-top and Disaster Recovery testing.

c. Ensure documentation regarding process and procedures necessary to support disaster recovery for each application. Ensure all documentation is up to date and available via the AIT designated documentation library.

d. Work and communicate with third party contractors and FAA organizations that support the remote site of disaster recovery infrastructure.

3.4.5 Documentation

a. Build, manage, and maintain documentation for infrastructure, in accordance with most recent policy, in a location designated by AIT.

b. Document all aspects of the hardware, software, applications and network for the EDCs or Cloud Services. The documentation must follow industry documentation standards and guidelines.

c. The Contractor must work with AIT EDC or cloud services in collecting all the information and technical drawings necessary to complete the documentation.

d. Provide documentation to include standard operating procedures (SOPs), technical documentation, technical designs, technical configurations, technical guidelines and procedures.

e. Provide adhoc documentation to include Reports, Briefings, Presentations, and Data.

3.4.6 Service Level Agreements

a. Support AIT in the definition, creation, execution, monitoring and reporting of SLAs between AIT and the FAA business areas.

b. Monitor and report monthly performance statistics associated with implemented SLAs.

3.4.7 Security

a. Coordinate with FAA security teams and AIT EDC or Cloud Services to ensure all hardware, software and systems meet and conform to FAA security standards and guidelines.

b. Provide and respond to all technical information requests from AIT security team via coordination with AIT in support of Recertification, Security Certification and Accreditation (C&A), Plan of Action and Milestones and audits.

c. Respond to security scan findings and remediate FAA designated vulnerabilities. AIT EDCs are responsible for the database; however, the Contractor must support applications.

d. Work with FAA security to ensure the applications and infrastructure conform to the Center for Internet Security (CIS) standards. These CIS standards are referenced at:

http://web.nvd.nist.gov/view/ncp/repository. If CIS standards are not available for a specific platform, the Contractor must request direction from the FAA. The Contractor must support AIT EDCs security where appropriate and necessary.

e. Respond and remediate all Plans of Action and Milestones (POAM) items as defined in the POAM plans, and support AIT EDC or Cloud Services where appropriate and necessary.

f. Work with FAA security in reviewing all common controls and the Contractor must remediate and document policy and procedures in support of these controls. The Contractor must support AIT EDCs where appropriate and necessary.

3.4.8 Life Cycle Management

a. Manage, monitor and report to FAA on all hardware and software licenses and maintenance agreements. The FAA is responsible for purchasing or renewing the maintenance agreements.

b. Review FAA projects (new builds, enhancements to existing or minor changes) to assess the impact to the overall infrastructure environments and make recommendations to support the change. In other words, the Contractor must provide recommended configuration changes with estimated costs.

c. Manage life cycle of all hardware, software and applications in support of the CWP. The Contractor must coordinate, with FAA EDCs or Cloud Services, all infrastructure requests for change.

d. Provide recommendations to AIT on upgrades, updates paths, coding language, system architecture/design, or when new technology has advanced in the market to replace existing infrastructure or applications.

e. Comply with AIT Adaptive Maintenance needs brought on by life cycle requirements from associated hosting, infrastructure and supporting software. These sustainment efforts include the review of system components that have reached end of life. This activity must produce an impact analysis and identify sustainment work to upgrade environments to keep pace with product life cycles.

f. Provide reports and projections on detail areas of the infrastructure and application to assist in future planning (1 to 3 years). The information must include, but is not limited to, the technology, software or application, its life span, recommendation as to when and what to change to, and cost saving/implications.

g. Provide impact assessment and recommendation in regards to FAA wide technology changes and new enhancement projects.

h. Provide product and technical expertise to support FAA resources in developing ABP- 330 integrated solutions.

3.5 IT Operations Services

3.5.1 Backup and Recovery

The Contractor must coordinate with AIT EDCs or Cloud Services to perform the following:

a. Ensure that all infrastructure and systems are backed up and can be restored per the SLA.

This must include working with AIT to ensure backup and recovery are configured, operational, and tested in accordance with business recovery needs. A review of the backup and recovery requirements and its business needs must be done to identify specific requirements that drive the configuration of backups and recovery practices.

b. Ensure components are operational and available and that data restoration has met the SLA after restoration of the production system in a crash or disaster.

c. Ensure the backup medium maintains a rolling one (1) year or as otherwise stated by the FAA of full backups.

d. Ensure system changes do not exceed backup and recovery resources prior to implementation.

e. Ensure that full backups are taken before and after major changes to the applications or infrastructure and are stored as part of the archive.

f. Manage and track all media ensuring proper storage and labeling.

g. Configure and maintain all backup hardware and software.

3.5.2 Managing Processing Requests

In this section, the term “job” refers to an application processing request scheduled on a host processor. The Contractor must:

a. Manage and monitor all infrastructure and schedule application jobs. These jobs include, but are not limited to, Oracle database schedule, operating system schedule and application-related jobs.

b. Report on job performance to FAA AIT. This performance must include, but is not limited to, job name, job owner (application), job purpose, how often the job runs, how often the job fails or fails to run, how long the job runs, and all issues with the job.

c. Report on all jobs on a monthly basis with year to year trending.

d. Ensure all failed jobs are reported via help desk system.

3.6 Application Maintenance & Support

3.6.1 Application Support

The Contractor must:

a. Provide support for specific applications during their critical processing/availability times.

b. Provide application performance and availability monitoring, ensure system availability and perform all work elements defined in the production schedule that have been allocated to Contractor or are within the scope of task orders issued to the Contractor.

The Contractor’s efforts must integrate with existing AIT monitoring solutions and overall monitoring performed by the EOC. The results of monitoring must also indicate end-user experience regarding performance and availability.

c. Assist the FAA AIT in the prioritization of technical system change requests (SCR). The technical SCRs are those that are created for technology refreshes, operational controls and processes, and in some instance business process changes for the purpose of keeping the CWP running efficiently with the purpose of lowering the cost of ownership while enhancing performance.

d. Provide assessments, impact analysis and recommendations to new releases, system changes/enhancements and their design reviews.

e. Provide and manage O&M activities associated with: resolving, repairing, and preventing the occurrence of errors and defects in new or existing applications and logical databases;

providing technical support services for configuring and tuning the configurable elements of the applications to achieve optimal application system performance; and installing application service patches, version upgrades, minor enhancements, and Application Program Interface codes.

f. Provide Corrective and Emergency Maintenance for repair of defects to applications and logical databases in production to enable required functionality to meet agreed upon delivery schedules and in accordance with SLAs, Disaster Recovery Plan or Information System Contingency Plan. Corrective and Emergency Maintenance technical scope must include: user interface changes, changes to system interfaces, application functional changes, recommend logical or physical database changes related to enhancements, modification to standard query structure, report development, and IA.

g. Provide maintenance of applications and logical databases to cover events that could disable or degrade service of an application if not repaired, including, but not limited to:

changing mission volumes, new releases, application of system patches, proactive performance tuning, proactive archiving, pre-production execution simulation, Information Assurance, and special testing for events such as:

i. Public holidays

ii. End of financial year

iii. End of calendar year

iv. Daylight savings time

v. Leap year

h. Provide Adaptive Maintenance to ensure application and logical database performance is not affected by changes to interfacing applications, new applications or packages, and technical environment changes, which if not addressed proactively, could impact applications in production, such as upgrades of operating software, new/changed equipment, and interface changes.

i. Provide Perfective Maintenance to ensure that applications and logical databases operate at peak efficiency with particular focus on areas such as: system CPU hours, general performance tuning, storage space, response time, archiving, and database performance tuning.

3.6.2 Development and Testing Environments

a. Build, manage, maintain and support all hardware in all environments including, but not limited to, the Development, Test, Training, and Sandbox environments.

The Contractor must conform with AIT's Continuous Integrations and Continuous Deployment processes.

b. Build development, test, training, and sandbox environments (and multiples thereof, when necessary) to meet requirements defined in the relevant task order(s). The build of these environments must include hardware, software and data.

c. Ensure performance of the environments are in proportion to the production environment performance based on their configuration.

d. Ensure performance of environments are monitored, managed and reported as part of the infrastructure.

e. Track and manage the state of each environment. Work with Change and Configuration Management (CM) focal points to ensure changes are monitored and tracked.

f. Provide a migration path to production to support emergency production fixes as well as releases (new enhancements).

g. Work with CM focal points to ensure all environment requests are managed via the ticketing system.

3.6.3 Migration Configuration and Change

a. Manage and control baseline configurations for each environment. Including, but not limited to, production, development, test, training, and sandbox.

b. Utilize AIT Enterprise Change Management process that provides specific tools and work flows to track and approve changes. The Contractor must follow AIT-approved CM and testing processes, use AIT-approved testing tools and recommend approval for releases through test plans and test cases that have been mutually approved by AIT and ABP-330.

c. Provide migration services working with all FAA EDCs or Cloud Services and other contractors involved in the change to be migrated.

d. Run, manage and schedule all Production Readiness Reviews and provide recommendation for sign off for the approval to move into production. The Contractor must coordinate with FAA EDCs and all other vendors/contractors involved.

e. Ensure FAA AIT has final FAA approval before moving applications into production.

f. Have back out strategy and plan for each production migration.

g. Provide Code Migration Services, including activities associated with promoting new and modified code, configuration, and scripts in support of new and existing applications through development, test, training, and production. The Contractor must perform the following activities in support of Code Migration Services:

i. Recommend operations and administration procedures related to code migration;

ii. Define test-to-production turnover requirements and instructions for each project or release;

iii. Report on results from test-to-production activities;

iv. Migrate code from development to test when required and identified in the project planning and requirements steps;

v. Track migration status and notification;

vi. Support environment setup and decommissioning for new and changed environments, data, and infrastructure; and

vii. Migrate correction code.

3.7 Help Desk & Help Desk Management Support Services

Tier levels are defined as: Tier 1 – Front line initial receipt of calls (phone or electronic); Tier 2 - Business application support (business perspective and process) and Tier 3 - Technical support, developers, application technical experts (DBA, developer, expert in the COTS software and infrastructure). The Contractor must provide Tier 2 and Tier 3 Help Desk support only. The Government will provide Tier 1 support.

3.7.1 Infrastructure Support

The Contractor must:

a. Support, manage, and provide help desk services (Tier 3) support for infrastructure. The Contractor must be aware of overarching enterprise help desk performance measurements (e.g., SLA) and track all service calls in specified queues (e.g., Service Now) in accordance with established performance measurements.

b. Support, manage, and provide help desk services (Tier 3) for all environments.

3.7.2 Application Support

a. Provide application Tier 2 and 3 support services. These services require knowledge of the COTS and custom applications and how they have been programmed and configured to meet the business processes/needs, including knowledge of the use of the data and understanding of the data.

b. Update and manage all incidents (help desk tickets) that are assigned to the Contractor, report on status and ensure resolution within defined timeframe in help desk SOP.

c. Work with other contractors and FAA organizations in resolving the problems/issues.

d. Provide technical assistance required for the tuning of applications and logical databases for optimal system performance. These services must include:

i. Expert Tier 2 and 3 technical assistance for end-users and IT professionals;

ii. Documentation and maintenance of Repair and Maintenance policies and procedures;

iii. Maintenance of Application O&M Plan;

iv. Technical and functional support to application development and stakeholder groups;

v. Notification of appropriate offices of changes and upgrades to third party application systems;

vi. Diagnostics on software and services;

vii. Routine system management on applications and logical databases;

viii. Release packaging of software changes;

ix. Support for regular C&A requirements;

x. Assist Enterprise IT Service Center with coordination of user support activities;

xi. Respond to escalated trouble ticket items in accordance with AIT-established procedures; and

xii. Ensure System and Application log are maintained.

e. Perform centralized Tier 2 and 3 incident functions as assigned by the Enterprise IT Service Center for FAA applications listed in the scope of this SOW as defined below in Section 5.3.

f. Provide code-related support on complex application system software issues for Tier 3 support.

3.7.3 Help Desk Management

a. Utilize the Government-designated application (e.g., Service Now) systems for logging, updating, tracking and reporting help desk incidents.

b. Provide the knowledge to assist FAA AIT in the operations and management of help desk and its system (Service Now) with regard to Tier 3 support.

c. Manage incidents, Change Requests and configuration of the help desk system.

d. Provide recommendations to FAA on help desk roles, responsibilities, and groups.

e. Implement and setup roles, responsibilities and groups working the FAA Help

Desk organization. This also includes the assignment of support personnel to the groups with periodic review and update as the organizations and resources change, all in an effort to ensure the accuracy of roles, groups and help desk SLAs.

f. Provide reporting that must include, but is not limited to, the number of incidents received, number of incidents resolved, aging report, and ad hoc reports requested by the FAA for tickets assigned to Tiers 2 and 3.

g. Work with other contractors and FAA organizations in the setup and configuration of the help desk system.

h. Provide recommendations to FAA AIT on ways to improved processes, procedure and configuration to improve incident resolution.

i. Work with Change and Configuration Management team to configure the system (e.g., Service Now) to support defined change processes, release and configuration management.

3.8 Change and Configuration Management Support Services

a. Provide Change and Configuration Management (CM) support in accordance with the Government-approved CM Plan.

b. Utilize CM-related systems (e.g. Subversion, JIRA and Confluence) as needed.

c. Document and update existing documentation of the as-is processes and governance structures. The Contractor also must provide recommendations to the Government on best practices taking into account FAA AIT unique requirements and recommend process improvements.

d. Implement recommended changes to governance, change and configuration processes and procedures upon approval from FAA AIT. This must also include implementing systems and utilizing systems to meet the need of CM.

e. Configure existing systems to support recommended governance, change and configuration management processes and policies. The Contractor must coordinate with all associated contractors and FAA organizations.

f. Execute change and configuration management procedures, guidelines and policy.

g. Development and maintain a Change Request Tracking Report to track

Government- requested changes. Each Change Request must be assigned a unique tracking number. For each approved maintenance release, the Contractor must prepare a Maintenance Release Charter, which must identify all Change Requests associated with each maintenance release.

h. Manage configuration items and change requests, including building releases, and managing/tracking (development, test, training, sandbox and production) environments.

i. Work with other contractors and FAA organizations in support of governance, change and configuration management.

j. Provide Technical Change Management Activities to appropriately manage and document changes to the application(s) and all of the constituent components being developed or modified. This service requires management and documentation of changes to the underlying application development environment components, as well as the application source code base. The Contractor must perform the following activities in support of Technical Change Management Services:

i. Library Management – The classification, control and storage of the physical components of an application.

ii. Version Control – The maintenance, tracking and auditing of modifications to an application’s components over time, facilitating the restoration of an application to prior development stages.

iii. Turnover Management – The automated promotion of software changes across different phases of the life cycle (e.g., development, unit test, systems test and production), including management of the approval process, production turnover and software migration control.

iv. FAA Configuration Control Board (CCB) Support – The CCB is a group of stakeholders responsible for planning for, authorizing, and managing technical change across the enterprise. The Contractor must provide supporting artifacts required to understand and manage changes.

k. The Contractor must establish a Change and Configuration Repository that is approved by the FAA, readily available to the FAA, to store all technical documentation, for both baseline and change/configuration updates, including:

i. Infrastructure

ii. Configuration

iii. Database

iv. Deliverables

v. Projects

vi. Releases

vii. Security Scans

l. The FAA will periodically conduct Configuration and Verification Audits of the

Change and Configuration Management Repository, in accordance with FAA Order 1800.66, which requires that operational systems must be periodically validated to ensure consistency between a product and its current baseline documentation. Verification of the incorporation of modifications is a critical function of this activity. The Repository will be audited and validated for documentation, configuration items, adherence to process, and verification of facility baselines. The Contractor must manage this repository and assist the FAA with audit requests.

3.9 Software Application Development, System Enhancements, and Implementation Services

The purpose of this functional area is to provide software development support for CWP to AIT.

Core services include project management services and Software Development Life Cycle (SDLC) software application development services. These services provide continuous improvements to software and custom applications through enhancements of short development duration delivered through multiple releases across the specified period. This functional area addresses multiple changes and enhancement requests as a single ongoing project through period of performance.

3.9.1 System Development Life Cycle Support

The Contractor must follow the FAA SDLC methodology and produce various SDLC artifacts.

In support of the FAA, the Contractor must perform program administrative support activities.

The Contractor must work cooperatively with other contractors and FAA organizations involved in maintenance activities. The Contractor may be required to coordinate other contractor(s)’s activities through integrated master scheduling and information collection and distribution.

The Contractor must provide the full SDLC support for FAA’s enterprise-wide and business unit-specific applications, including all system-level and application-level…