WX03419Y2018T_CPT_O&M_SOW_FY18.docx

Statement of Work Career Path Tool (CPT) Operational Maintenance Support

Operational Maintenance Support (O&M and Hosting)

Federal Emergency Management Agency Department of Homeland Security

May 31, 2018

Table of Contents

Introduction To meet the intention of FEMA Strategic goal 5. Strengthen FEMA’s Organizational Foundation, all FEMA employees shall have diverse learning and development opportunities. In order to accomplish this goal, the OCCHCO Employee Development Division (ED) requires an agency –wide, career path tool. The purpose of this requirement is to outline the features and requirements for CPT O&M for the FEMA Career Path Tool (CPT) system after production deployment.

Background and Justification The Employee Development Division (EDD), within FEMA’s Office of the Chief Component Human Capital Officer (OCCHCO), is tasked with providing high-impact employee development programs and services that strengthen the Agency's ability to support our citizens and first responders to ensure that as a nation we work together to build, sustain and improve our capability to prepare for, protect against, respond to, re-cover from and mitigate all hazards.

The CPT tool will enable employees and candidates who are interested in employment at FEMA to identify available career paths, knowledge/skills/abilities required for those career paths, and the formal and unstructured developmental assignments associated with building proficiency in the technical, supervisory, and leader competencies associated with each.

The objective of this requisition is to provide funding for Help Desk Support, Hosting Service and Operational and Maintenance Support needed for the deployment and functionality of the Career Path Tool (CPT).

Scope of Work The contractor shall provide the following support services:

· Provide Operations and Maintenance Services

· Tier 3 Help Desk Support

· Hosting Support Services Technical Requirements

· Operations and Maintenance Services - the Contractor shall maintain the FEMA CPT site. The service shall include making updates to and completing maintenance activities for current site or pages.

· Maintenance task includes:

· Operations and Maintenance reports

· Front- and back-end programming maintenance

· Maintenance communications

· Operations and Maintenance plans and schedules

· Maintaining and reviewing maintenance lists and requests

· Team meetings to implement maintenance items

· Web Log Analysis (included with the hosting agreement)

· System Changes Request includes:

· General content updates

· Bug fixes

· Minor business rule changes

· Photo and image swaps or changes

· Key Maintenance Tasks-The Contractor shall perform the following tasks during the quarterly maintenance of the FEMA CPT site, subject to the Maintenance Definition above:

· Programming and Production: This includes all tasks related to back-end programming and scripting, as well as front-end programming and production.

· Creative Design and Copy: This includes all interface design, production of images, copywriting, editing, and proofreading.

· Interaction Design: This includes all design recommendations and executions related to creating information design documents, as well as web development best practices.

· Testing and Quality Assurance: This includes test scripting, site testing, and quality assurance review processes.

· Project Management: This includes client communications and internal meetings with the Contractor’s project team. Documenting change requests, bug reports, web traffic reporting, and downtime reports are also part of project management.

· Tier 3 Help Desk Support

· Contractor will resolve issues such as critical errors in the software, extended server outages, and mission critical support items.

· Contractor will provide the FEMA with help desk reports that include the number and type of instances and hours expended in a monthly basis.

· Hosting Support Services – The Contractor shall provide the following:

· Federal Risk and Authorization Management Program (FedRAMP) Approved Hosting for the FEMA CPT:

· Hosting should include 2 Virtual Machines- A2 Windows Medium (2 Cores, 3.5GB RAM) VM running 24/7 (front end) and A2 SQL Medium ( 8 cores 16 GB RAM) VM running 24/7 (back end) with 100 GM of storage ( maximum data storage capacity) with VPN connection capability:

· Provide 40 hours of Database Administration (DBA) and System Admin support per contract year:

· FEMA may elect to request additional DBA Support and System Admin support beyond the 40 hours assumed, the cost of additional hours will be prorated. (Additional support requires a minimum of 40 hours).

· System Administration Support: 40 hours per contract year.

All upgrades shall be in compliance with Electronic and Information Technology Accessibility Standards.

Pursuant to Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) as amended by P.L. 105-220 under Title IV (Rehabilitation Act Amendments of 1998) all Electronic and Information Technology (EIT) developed, procured, maintained and/or used under this contract shall be in compliance with the “Electronic and Information Technology Accessibility Standards” set forth by the Architectural and Transportation Barriers Compliance Board (also referred to as the “Access Board”) in 36 CFR Part 1194. The CPT tool is in compliant with FIPS 140- and FIPS-194 and is using SSL for web transactions and KDF2 for encryption of passwords and shall be compliant with ALL FEMA IT Security Requirements.

Accessibility Requirements (Section 508) Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use electronic and information technology (EIT), they must ensure that it is accessible to people with disabilities. Federal employees and members of the public who have disabilities must have equal access to and use of information and data that is comparable to that enjoyed by non-disabled Federal employees and members of the public.

All EIT deliverables within this work statement shall comply with the applicable technical and functional performance criteria of Section 508 unless exempt. Specifically, the following applicable EIT accessibility standards have been identified:

Section 508 Applicable EIT Accessibility Standards 36 CFR 1194.21 Software Applications and Operating Systems, applies to all EIT software applications and operating systems procured or developed under this work statement including but not limited to GOTS and COTS software. In addition, this standard is to be applied to Web-based applications when needed to fulfill the functional performance criteria. This standard also applies to some Web based applications as described within 36 CFR 1194.22.

36 CFR 1194.31 Functional Performance Criteria, applies to all EIT deliverables regardless of delivery method. All EIT deliverable shall use technical standards, regardless of technology, to fulfill the functional performance criteria.

36 CFR 1194.41 Information Documentation and Support, applies to all documents, reports, as well as help and support services. To ensure that documents and reports fulfill the required 1194.31 Functional Performance Criteria, they shall comply with the technical standard associated with Web-based Intranet and Internet Information and Applications at a minimum. In addition, any help or support provided in this work statement that offer telephone support, such as, but not limited to, a help desk shall have the ability to transmit and receive messages using TTY.

Section 508 Applicable Exceptions Exceptions for this work statement have been determined by DHS and only the exceptions described herein may be applied. Any request for additional exceptions shall be sent to the COTR and determination will be made in accordance with DHS MD 4010.2. DHS has identified the following exceptions that may apply: 36 CFR 1194.3(b) Incidental to Contract, all EIT that is exclusively owned and used by the contractor to fulfill this work statement does not require compliance with Section 508. This exception does not apply to any EIT deliverable, service or item that will be used by any Federal employee(s) or member(s) of the public. This exception only applies to those contractors assigned to fulfill the obligations of this work statement and for the purposes of this requirement, are not considered members of the public.

Section 508 Compliance Requirements 36 CFR 1194.2(b) (COTS/GOTS products), When procuring a product, each agency shall procure products which comply with the provisions in this part when such products are available in the commercial marketplace or when such products are developed in response to a Government solicitation. Agencies cannot claim a product as a whole is not commercially available because no product in the marketplace meets all the standards. If products are commercially available that meet some but not all of the standards, the agency must procure the product that best meets the standards. When applying this standard, all procurements of EIT shall have documentation of market research that identify a list of products or services that first meet the agency business needs, and from that list of products or services, an analysis that the selected product met more of the accessibility requirements than the non-selected products as required by FAR 39.2. Any selection of a product or service that meets less accessibility standards due to a significant difficulty or expense shall only be permitted under an undue burden claim and requires authorization from the DHS Office of Accessible Systems and Technology (OAST) in accordance with DHS MD 4010.2.

Deliverables The contractor shall provide operations and maintenance support during standard business days from 8:00 am to 6:00 pm Central Time by both telephone or email.

Security

NONE

Place of Performance The primary place of performance will be the Contractor’s facilities, (including Vienna, VA and Oklahoma City). If needed, the contractor may be requested to visit FEMA facilities in the Washington Metro Area, FEMA -500 C Street, Washington, DC Period of Performance

· O&M Maintenance support period of performance is from 09/29/2018 to 9/28/2019 Special Considerations

· Maintenance Protocol -To ensure a streamlined flow of communication, the parties agree that all requests will come directly in writing from designated FEMA personnel. The FEMA system owner will act as gatekeeper to determine whether a request is complete and executable with all proper supporting information before submitting to the Contractor. The Contractor’s PM will receive all requests. This PM will field, track, and monitor the requests—working directly with the FEMA system owner—and/or proxy on follow-up and approval

· Maintenance Request Process:

· Response Protocol-When the Contractor receives a maintenance request from FEMA, the PM will validate the request. This priority will dictate how the Contractor will address each change. This will help facilitate a timely resolution to problems and provide a clear understanding of responsibilities during the process. The priority codes, descriptions, and resolution times are below.

· Resolution Time- the Contractor will make every effort to complete all changes during the durations provided below.

Communications and Quality Assurance

Communications and Contact Points The following contact points will be maintained to set team expectations and update resolution:

· Monthly Contractor and FEMA Team Communication

· The Contractor’s Team will deliver a log listing all received requests and expected implementation dates.

· Any requests falling outside of the maintenance contract and estimate ranges will be communicated appropriately.

Quality Assurance The Contractor shall test any request or bug fix before deployment. After the Contractor’s Team internal validation, FEMA will test and confirm that all requests appear as expected. Only after FEMA’s authorization is received the Contractor will be authorized to release to production.

Government Furnished Equipment No government furnished equipment will be provided.

Travel Travel is not expected nor included. Technology Maintenance does not cover out-of-town travel. Travel outside of the Washington, DC, metropolitan region is out of scope.