SCMS Draft Statement of Work 1.1.pdf

Supply Chain Management System 10/26/2026

Request for Information

STATEMENT OF WORK

FOR

THE SUPPLY CHAIN MANAGEMENT SYSTEM

OPERATIONS AND MAINTENANCE SUPPORT

DRAFT

The Supply Chain Management System 10/20/2026 ii

STATEMENT OF WORK FOR THE SUPPLY CHAIN MANAGEMENT SYSTEM - CLOUD

OPERATIONS AND MAINTENANCE SUPPORT

TABLE OF CONTENTS

PARAGRAPH TITLE PAGE

1.0. Scope

2.0. Applicable Documents

3.0. Requirements

3.1 Operations and Maintenance

3.1.2 Operational Support

3.1.3 Maintenance Activities

3.1.4 Meetings

3.1.5 Documentation

3.1.6 Total Asset Visibility (TAV) Resource Accountability Coordination Center (TRACC) Support

3.1.6.2 Tier I and II Support

3.1.6.5 Tier III Contractor Support

3.1.6.6 Call Center for Tech Support

3.1.7 The Solution’s Program System Performance Metrics

3.1.8 Active Support

3.1.8.1 Technical Support for Commercial off the Shelf Suite

3.1.9 Linux and Windows Administration

3.1.10 Software Upgrade support services

3.1.11 Cloud Services Solution

3.1.12 Cloud Web Services Federal Risk and Authorization Management Program Platform Support

3.1.12.1 System Engineering Life Cycle Support (Federal Risk Authorization and Management Program High)

3.1.13 Production Environment Statistics and Reporting

3.1.14 Systems Engineering for Cloud Services

3.1.14.2 Security Monitoring for Cloud Services

3.1.14.3 Security Engineering Support for Cloud Services

3.1.14.4 Recording for Cloud Services

3.1.14.5 Analyzing for Cloud Services (Log Review)

3.1.14.6 Customer Delivery Support for Cloud Services

3.1.14.7 Cloud Management Tools

3.1.14.8 Service Desk for Cloud Services

3.1.14.9 Cloud Services Expertise

3.1.14.10 Operations Requirements for Cloud Services

3.1.14.11 Monitoring Requirements for Cloud Services

3.1.15 Anticipated Architecture

3.1.16 Technical Load and Performance Requirements

3.1.17 Software Delivery

3.1.18 Database support services

3.1.19 Department of Homeland Security Enterprise Architecture Compliance

3.1.20 Performance Requirements

The Supply Chain Management System 10/20/2026 iii

3.1.21 Testing

3.1.21.1 User Acceptance Testing (UAT)

3.1.21.2 Independent Validation and Verification (IV&V) Testing

3.1.22 Technical Requirements

3.1.23 Scanning Guidance and Requirements

3.1.24 Transportation Rate Refresh

3.1.25 Warehouse Management (Warehouse Management) Implementation for Warehouse Site Changes

3.1.26 Electronic Data Interchange / Application Programming Interface [Option]

3.1.27 Pre-Surge Support (Labor Hour CLIN)

3.1.27.1 Disaster Surge Support [Option]

3.1.28 Smart Device Upgrade

3.1.29 Mobile Device Management (MDM) [OPTION]

3.1.30 Minor or Major Enhancements [Option]

3.1.31 ISB Exercise Support

3.1.32 Training Sandbox

3.1.32.1 Training Environment

3.1.32.2 Training [OPTION]

3.1.33 Key Personnel

3.1.33.1 Qualifications of Key Personnel

3.1.34 Deliverables and Delivery Schedule

3.1.35 Government-Furnished Equipment and Information

3.1.36 Place of Performance

3.1.37 Period of Performance

3.1.38 Travel Costs

4.0 Clauses

4.1 Security

4.1.6 Background Investigations

4.1.7 Low Risk without Information System Access

4.1.8 Low Risk with Information System Access

4.1.9 Moderate Risk

4.1.10 High Risk

4.1.11 Background Investigation Process

4.1.12 Continued Eligibility and Reinvestigation

4.1.13 Exclusion by Contracting Officer

4.2 Privacy

4.3 Records Management Obligations

4.3.1 Section 508 Requirements

4.3.2 Department of Homeland Security Enterprise Architecture Compliance .52

SOW – TASK ORDER

STATEMENT OF WORK FOR THE SUPPLY CHAIN MANAGEMENT SYSTEM –

CLOUD

1.0. SCOPE

This Statement of Work identifies the work effort that shall be performed in support of the Agency’s Supply Chain Management Solution "hereinafter referred to as The Solution". The Solutions Operations and Maintenance requirements, in addition to completing remaining upgrade requirements.

The contract awardee shall assist the Logistics Systems Division Program Manager in fulfilling the operation and maintenance requirements for The Solution. The contractor shall provide personnel with the operations, maintenance and training expertise required to support the operation, maintenance, and user training for The Solution. The contract awardee shall provide technical support for the latest upgrades of The Solution.

The scope of effort includes operation management and maintenance of a Software as a Service (SaaS) Federal Risk and Authorization Management Program (FedRAMP) cloud software application integration solution throughout the Department of Homeland Security, Federal Emergency Management Agency (FEMA) component. This statement of work identifies the operations and maintenance (O&M) support including but not limited to: the Post Katrina Emergency Management Reform Act (PKEMRA) to develop an efficient, transparent, and flexible logistics system for procurement and delivery of materials and services necessary for an effective and timely response and recovery, and for real-time visibility of items at each point throughout the logistics system (Public Law 109-295-Oct 4, 2006; Sec. 636, Logistics). In addition, this work effort supports FEMA’s Logistics Management Directorate mission while maintaining the current operations without disruptions of existing application functionality and supporting the immediate emergency and disaster operations mission and business needs. Specifically, this effort includes, but is not limited to, use of various supply chain solutions where specific improvement development approaches for mission needs determination, implementation of requirements, solution engineering, requirements analysis; and application, testing, cyber security certification, accreditation requirements and improvement implementation; support of non-production environments; application development organizational consulting and related business process engineering; configuration management and release management; and related project management as well as systems integration, performance and availability analysis and support high availability contingency planning and execution capabilities.

The contractor is to provide implementation of the software engineering lifecycle supporting the operation and maintenance of the Supply Chain Management Solution system and components along with its interfaces in accordance with the DHS/FEMA engineering solution requirements.

Background

The Federal Emergency Management Agency’s current solution enables efficient and effective logistic management capability required to support response and recovery of disaster assets. The current solution provides capabilities for purchasing/ordering, order fulfillment, inventory management, transportation, and delivery and acceptance. The Solution provides efficient and effective support for response and recovery operations concerning the Federal Emergency Management Agency disaster relief efforts. Also this solution is the official disaster management supply chain and logistics system for managing all disaster response asset and commodity logistics including the Federal Emergency Management Agency-owned assets and resources as well as those procured on behalf of the Agency to include strategic partners in other federal agencies and non-governmental organizations. The Agency’s Solution tracks and reports the location of assets and commodities for near real time management. The current operational solution maintains and manages the commodities inventory at all the Federal Emergency Management Agency seven Distribution Centers, three annex warehouse locations and the Disaster Information Systems Clearinghouse warehouse.

Orignally the Agency’ Solution was comprised of multiple Commercial off the Shelf applications, custom applications and interfaces, as well as a series of sequential releases that included both standard and customized functionality. The Solution was migrated to a government Cloud (GovCloud) platform as a Software as a Service (SaaS). The soloution shall provide cloud-based services supporting the following application modules.

• Extended Enterprise Management

• Transportation Planning and Execution

• Transportation Procurement

• Warehouse Management

• Business Intelligence

• Distributed Order Management

• Integration Framework

• Logistics Execution One – Logistics Execution One

• Vendor Partner Portal

The current supply chain management soloution is configured according to customer-specific performance and functional guidelines. The Agency’s current solution is a Cloud native Software-as-a-Service (SaaS) solution designed to enable logistics management. The Cloud native SaaS solution provides asset visibility across the supply chain, streamlines the order fulfillment and delivery process, and provides real-time situational awareness. Near real-time tracking and reporting capability includes a view into the location and status of requests, orders, and shipments.

The SaaS solution provides capabilities to interface and integrate with multiple types of platforms and systems to include but not limited to the following:

• Web interfaces

• Web Application Programing Interface’s

• Android applications

• Radio Frequency handhelds using terminal emulation

• Electronic Data Interchange

The Solution’s System Process Overview

“Resource Requests” are entered manually into the Distributed Order Management Module and are tracked by the commodity manager’s assignment of source for the requested commodities/inventory, all the way to receipt at the ship-to location. Request information is passed on to the Extended Enterprise Management (EEM) module of The Solution - to create orders to fulfill the request. The Extended Enterprise Management and Warehouse Management systems track each order through the five functional components of the supply chain: request, order, fulfillment, transportation, and receipt of commodities. Global Positioning System (GPS) data is collected via transponders affixed to transportation vehicles to provide a web-accessible view of in-transit visibility of commodities in route to disaster sites.

Additional solution capabilities and integration are in the process of being implemented or are planned to be implemented include:

• Provide operational maintenance to The Solution’s Partner access to Order/Shipment/Receipt applications via the vendor partner portal (under current Operations and Maintenance task order).

• Provide operational maintenance to The Solution’s data interfaces and/or system integration to additional the Federal Emergency Management Agency systems such as the Crisis Management System currently called Web Emergency Operations Center is under current Operations and Maintenance task order.

• Provide operational maintenance and implement any additional carrier location feeds.

• Provide operational maintenance to The Solution’s Virtual Private Cloud Nodes for

Continuous Operations to support Failover /Continuity of Operations Environment.

• Provide operational maintenance to The Solution’s data purge and archiving solution.

• Provide operational maintenance to The Solution’s Warehouse Management and to the

Disaster Information System Clearinghouse interface.

• Provide operational maintenance to The Solution’s interface with the Sunflower Asset

Management System.

• Provide operational maintenance to The Solution’s implemented or new integration connections with the following listed, but not limited to, United States Postal Service, Federal Express, Geographic Information System, DHL, United Parcel Service, etc.

• Provide operational maintenance to The Solution interface with Electronic Data Interchange capabilities.

• Provide operational and maintenance system upgrade versions to support the latest state-of-the-art technology for smart device access.

2.0. APPLICABLE DOCUMENTS

The following documents form a part of this Statement of Work to the extent specified. The edition of these documents current when work commences shall be used as references. In the event of conflict between the documents referenced herein and the contents of this SOW, requests for conflict resolution shall be brought to the attention of the Program Manager Logistics Systems Division.

• Executive Order 12472, Assignment of National Security and Emergency Preparedness Telecommunications Functions.

• Executive Order 13011 Federal Information Technology.

• Office of Management and Budget Circular A-130, Management of Federal Information

Resources.

• Presidential Decision Directive 63, Critical Infrastructure Protection.

• Public Law 107-296, Homeland Security Act.

• Public Law 104-106, Information Technology Management Reform Act.

• Public Law 103-63, Government Performance and Results Act.

• Public Law 107-347, Federal Information Security Management Act.

• Public Law 100-235, Computer Security Act of 1987.

• Public Law 105-220, Rehabilitation Act.

• Department of Homeland Security Management Directive 4300, Department of Homeland Security Information Security Program.

• Project Management Institute Project Management Body of Knowledge.

• Department of Homeland Security Systems Engineering Life Cycle (Directive 102-01, Appendix B), November 2008.

• Software Engineering Institute Capability Maturity Model® Integration

Applicable Documents or References for Cloud Services

• Federal Risk and Authorization Management Program, http://www.fedramp.gov.

• National Institute of Standards and Technology, United States Department of Commerce, SP 500-

292,

• National Institute of Standards and Techno Cloud Computing Reference Architecture, Special

Publication 500-292, September 2011.

• National Institute of Standards and Technology, United States Department of Commerce, SP 800-

145,

• National Institute of Standards and Techno Definition of Cloud Computing, September 2011.

• National Institute of Standards and Technology, United States Department of Commerce, SP 500-

292,

• National Institute of Standards and Techno Cloud Computing Reference Architecture, September 2011.

• National Institute of Standards and Techno Standardized Architecture on the Cloud Web Services

Cloud, United States Department of Commerce SP 800-53 June 2016.

• Department of Defense Cloud Computing (Developed by Defense Information Systems Agency)

Security Requirements Guide, v1r3, March 2017.

3.0. REQUIREMENTS

The following requirements shall be performed in support of The Solution.

3.1 Operations and Maintenance

3.1.1 Program Management Office Assistance and Software Configuration

The contractor shall provide a core team to support the Logistics Systems Division Program Manager in coordinating The Solution’s problem reports, action items and issues, identifying and resolving operational and technical issues, developing standard operating procedures, assist with audits, assessments and working with the Program Management Office to support The Solution and stakeholders. The contractor shall ensure that appropriate project management principles, processes, and methodologies are followed in the governance of the project.

The contractor shall assist the Logistics Systems Division Program Management Office staff responsible for program communications, change management activities, and the development of communications materials.

The contractor shall maintain the operational maintenance support and expertise to all system environment as a Software as a Service managed provider.

The contractor shall coordinate and provide project management support on all release implementations. The government will lead all project management activities for all release http://www.fedramp.gov/ implementations. It is expected that the contractor will provide all tracking, measuring, and updating of tasks (regardless of owner) to the government lead for the respective release

The contractor shall perform risk management, including the management of system security risks.

The contractor shall perform risk assessments and develop mitigation strategies related to The Solution.

The contractor shall perform configuration in all The Solution’s operational web-based Cloud Web Services platform system environments (i.e.: Non-Production, Pre-Production, Production).

The contractor shall generate and implement a Quality Assurance Plan for operations and maintenance activities. For each of The Solution’s system maintenance release, the contractor shall review the system applications and architecture deliverables to ensure completeness, consistency, quality and requirement traceability. The contractor shall ensure the system components work together to meet the objectives, business, technical and performance goals as defined in the requirements for The Solution.

In collaboration with and support of the Program Management Office, the contractor shall develop, document and implement a Project Charter, Project Management Plan, Project Schedule and Requirements documentation for each major release. The plans shall organize and coordinate the work, resources, cost estimate (if requested) and schedule for each sub-process/phase. The Project Plan shall include metrics and thresholds to assess early indications of problems, project timelines (planned and actual) including detailed milestones, level of effort (planned and actual), and special software license or hardware requirements and associated cost estimates.

The contractor shall provide a transition plan indicating how it will assume the work and then transition to an incoming Operations and Maintenance contractor at the end of this task order.

3.1.2 Operational Support

The Contractor shall provide end-to-end operational support for all systems, databases, enterprise components and networks used in the environment. As the mission and business requirements of the Agency are periodically changing, the Contractor shall expand the support services consistent with the demand and service level requirements. The Contractor shall perform support of hardware, software, application and database installation, integration, maintenance, and optimization for the current application and service inventory that includes as applicable, but not limited to, the following platforms and solutions:

• Microsoft Windows Server

• Simple Storage Service (S3)

• Oracle Grid Control

• Elastic Compute Cloud (EC2)

• Cloud Management Technologies

• Relational Database Service (RDS) or equivalent

• Web Servers - - IIS, Apache, Tomcat

• JBoss Application Server

• Software AG’s web Methods Integration Broker

• Elastic Beanstalk

• Cloud Watch

These support activities shall include:

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

• Perform regular file archival and purge as necessary.

• The active monitoring and management of all services.

• Performing remedial actions to address issues and outages.

• Monitoring the systems event logs for security violations and system services failures.

• Assist in the resolution of component, system, and/or site outages.

• Minimize system down time.

• Assist in the planning, scheduling, and execution of preventative maintenance.

• Evaluate system enhancements and patches for implementation in the production environment.

• Assist in the preparation and tracking of all system change requests with the Federal

Emergency Management Agency and Department of Homeland Security Configuration Management processes.

• Perform system back-ups and restorations on systems supported

• Prepare a Service Level Agreement (SLA’s) with the System Owner, Program Office to support and ensure customer needs are met.

3.1.3 Maintenance Activities

The contractor shall perform Go Live and post-implementation support for all new releases planned for the period of performance of the contract.

The contractor shall support all new Operations and Maintenance released deployments.

The contractor shall participate in the evaluation and the prioritization of software defect repairs. The contractor shall assist the Federal Emergency Management Agency’s Information Technology staff in diagnosing problems in the software implementation. The contractor shall fix all bugs in the software impacting The Solution.

The contractor shall perform modifications of software system or component after delivery to correct faults, improve performance or other attributes. The contractor shall adapt to a changed environment or maintenance activities focused on anticipated problems, or preventive maintenance. This means that the contractor’s maintenance activities are expected to be proactive in preventing and addressing problems. The contractor will notify the government regarding any problems and corrective actions.

The contractor shall maintain other existing interfaces with The Solution’s software to include the Federal Emergency Management Agency partner systems (e.g., onboarded partners) and assist the Federal Emergency Management Agency’s Information Technology Staff in ensuring that it operates without disruption in service.

The contractor shall monitor third party software and provide solution recommendations when requested.

The contractor shall assess, test, recommend, and support implementation of solutions to address network and connectivity issues as they relate to The Solution’s systems. The contractor shall be expected to answer questions and assist with troubleshooting to determine if network and connectivity issues are related to The Solution’s software. Reporting shall be done in accordance with Program Management Office-approved templates.

The contractor shall assess, test, recommend and support implementation of enhancements and solutions as they relate to The Solution’s systems, processes, and performance. Reporting shall be done in accordance with Department of Homeland Security/Federal Emergency Management Agency approved documentation template to report incidents, root cause reports.

The contractor shall participate in conducting data collection and performance analysis to assess progress, effectiveness, efficiency, and issues. Metrics are collected in relation to the Federal Information Security Management Act scorecard or equivalent, which is typically reported weekly.

Also, the weekly status reports specified in the deliverables section shall include a list of recently completed and upcoming releases and patches. The contractor shall support execution of The Solution’s system information assurance.

3.1.4 Meetings

The contractor shall work with government personnel in a teaming relationship to accomplish the assigned work requirements under this task order and with contract staff who are involved throughout other components of the Federal Emergency Management Agency. The contractor shall describe their approach for working with these contractors and entities.

The contractor shall participate in regular and/or ad hoc meetings and activities, including interface with various projects, oversight groups, and stakeholders for The Solution.

The contractor shall participate, as needed, in other project Integrated Project Team Integrated Project Team for The Solution.

The contractor shall participate in Integrated Project Team meetings as needed for the system release projects.

The contractor shall support and participate in The Solution’s Operations Integrated Project Team.

The contractor shall submit a weekly systems implementation and integration Integrated Project Team status report, as well as maintain a risk, action item and issue log.

The contractor shall attend the Logistics Systems Division bi-weekly Integrated Project Team status meetings as scheduled. The contractor may participate virtually.

The contractor shall support and participate in The Solution’s monthly Cadre Calls as scheduled. The contractor may participate by phone.

The contractor shall participate in both formal and informal In Progress Reviews (IPRs) of work being performed. Formal reviews will be scheduled by the Government and will be conducted in Governmental spaces.

3.1.5 Documentation

The contractor shall assist the Logistics Systems Division program office and applicable contractors with the preparation for System Engineering Life Cycle stage gate reviews.

The contractor shall develop and maintain the appropriate Enterprise Architecture and Systems Engineering Life Cycle documentation in accordance with Department of Homeland Security and the Federal Emergency Management Agency standards; Coordinate with the Federal Emergency Management Agency Information Technology Service Delivery and Office of the Chief Information Officer to ensure compliance to Department of Homeland Security Systems Engineering Life Cycle, Enterprise Architecture, and Security requirements and ensure concerns are addressed and solutions documented.

The contractor shall address documentation deficiencies for maintaining specific technical aspects of the system.

The contractor shall assist in the integration of the Federal Emergency Management Agency’s existing processes and technical foundation for The Solution’s Program as well as with the Information Technology Service Division’s current processes for areas including but not limited to:

Capital Planning and Investment Control. Enterprise Architecture, Customer Advocacy, etc. This effort shall be accomplished in accordance with Department of Homeland Security/Federal Emergency Management Agency System Engineering Life Cycle, security guidance (Management Directive 4300A), and the Federal Emergency Management Agency and Department of Homeland Security enterprise architectures.

For Capital Planning and Investment Control, the contractor shall provide answers to questions and provide allowable information when prompted, to assist the Federal Emergency Management Agency in meeting reporting requirements for Capital Planning and Investment Control. For Enterprise Architecture, the contractor is expected to participate as required by the Systems Engineering Life Cycle and Program Decision Point(s) life cycle process (e.g., documentation, and reviews). For Customer Advocacy, the contractor shall provide answers to questions and provide allowable information when requested.

Document creation or maintenance may be required for Systems Engineering Life Cycle, Interconnection Security Agreements, Initial Capabilities Document, and any required design document. For other documentation activities, the contractor shall review documents, provide feedback, answer questions, and provide allowable information when prompted. For every system related to environmental changes provide Release content, along with updated or new System Documentation, e.g. (System Design, Network Diagrams, or Role Based Matrix etc.) and all applicable but not limited too. (Non-Production, Pre-Production, Production, Sandbox, and training operational environments. Operations and Maintenance documents, and any other supporting documentation regarding the Operational system must be provided.

All material posted to an Enterprise Shared Workspace Collaboration site shall be in accordance with the Standard Operating Procedures set forth by the Document Management Guide Section 5.0. All contractors shall place documents and deliverables related to the Logistics Systems Division Program Office in the designated The Solution’s SharePoint library. The contractor shall adhere to the latest version of SharePoint formatting outlined in The Solution’s Documentation Management Plan when adding documents.

All reports shall be done in accordance with Program Management Office approved templates. All documents and reports, including design documents, shall include any diagrams that are relevant to the content.

3.1.6 Total Asset Visibility (TAV) Resource Accountability Coordination Center (TRACC) Support

The contractor shall support operations, and maintenance with contractor personnel, for the Total Asset Visibility Resource Accountability Coordination Center. Contractor personnel will work at the direction of the Federal Emergency Management Agencies Logistic Supply Chain Management System Program Manager.

3.1.6.1 Disaster Surge (Optional Contract Line-Item Number)

During disasters, the Federal Emergency Management Agency may request the contractor provide support for disaster surge requirements (i.e., National Response Coordination Center, Total Asset Visibility Resource Accountability Coordination Center, Incident Support Bases, and Cross Docks, etc.) including additional resources to support 24-hour operations. All hours must be requested and approved in advance by the Contracting Officer’s Representative. The contractor shall include labor categories and rates to support this surge requirement.

3.1.6.2 Tier I and II Support

The contractor shall work with government personnel to provide both Tier I and II support when requested. The contractor shall provide Tier I and II coverage Monday through Friday from 7:00 AM to 5:00 PM eastern Standard Time, based on Federal Emergency Management Agency requirements.

3.1.6.3 Tier I Tasks

The contractor shall provide support including but not limited to the following:

• Basic System Usage: Navigating the system, creating new items, creating new facilities, Warehouse Management location maintenance.

• Company & User Administration: Add or delete users, unlock/reset user passwords, login troubleshooting (Microsoft Suite configuration settings, Department of Homeland Security Federal Emergency Management Agency Identity Provider (username and authorization credentials), creating companies, carriers, partners.

• Address Trouble Ticket (System and Connectivity) Issues: Routing issues related to Data Network Services Wireless and Office of Chief Technology Officer Cloud Infrastructure Engineering to the appropriate teams. Peripheral Troubleshooting: Radio Frequency Handheld Bar Code Scanners), Internet access,

• Enterprise Identity Management System account resets.

• User Accounts Management.

• Transportation Carrier onboarding.

3.1.6.4 Tier II Tasks

The contractor shall provide support including but not limited to the following:

• Advanced System Usage: Clarification on systemic operational processes (i.e., Transportation Planning and Execution module and Warehouse Management module operations support) to correspond with FEMA business processes and/or inquiries.

• Operational: General monitoring to ensure systemic processes and Federal Emergency Management Agency business procedures are followed, creating/modifying, and troubleshooting ad-hoc Business Intelligence reports, Warehouse Management module printer configuration.

• Disaster Response Usage: Creating, modifying, and monitoring Supply Chain Intelligence (SCI)module Disaster Response Dashboard and disaster movements, researching data discrepancies and Supply Chain Intelligence module reporting and scheduling assistance.

• Data Creation/Correction: Creating new incident names, correcting data discrepancies, assisting in data creation, printer configuration, and initial troubleshooting activities.

• Metrics System Clean-Up – Review weekly metrics report, follows up with user stakeholders with Advance Shipping Notification (ASN) receiving and closure of open Distribution Orders (DO).

3.1.6.5 Tier III Contractor Support

The Contractor shall provide end-to-end operational support for all system, database, and application components and networks used in the systems environment. As the mission and business requirements of the Agency are periodically changing, the Contractor shall expand the support services consistent with the demand and service level requirements.

The Contractor shall perform support of hardware, software, application and database installation, integration, maintenance, and optimization for the current application and service inventory that includes, but not limited to, the following platforms and solutions:

• Cloud SaaS Management Technologies

Tier III support activities shall include but not limited to the following:

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

• Perform regular file archival and purge as necessary.

• Provide Tier II support per request from various constituencies.

• Active monitoring and management of all services.

• Perform remedial actions to address issues and outages.

• Identify and disable expired user accounts.

• Remedial and support activities of all system user authentication services.

• Monitor the systems event logs for security violations and system services failures.

• Assist in the resolution of component, system, and/or site outages.

• Minimize system down time.

• Assist in the planning, scheduling, and execution of preventative maintenance.

• Evaluate system enhancements and patches for implementation in the production environment.

• Assist in the preparation and tracking of all system change requests with all DHS Homeland

Security Enterprise Network (HSEN) Configuration Management processes.

• Perform system back-ups and restorations on system.

• Assist in the remediation of Notice of Recommendations affecting current system within the

FEMA.gov domain as identified in the Inspector General audit findings.

3.1.6.6 Call Center for Tech Support

The contractor shall provide 24-hour support through the contractor’s call center help desk to support full or partial system outages.

3.1.6.7 Total Asset Visibility (TAV) Resource Accountability Coordination Center (TRACC) Training Support

One class per year will be provided at the request of the Program Management Office for up to 15 Federal Emergency Management Agency personnel. The class shall incorporate updates and newly discovered remedies that aid the Federal Emergency Management Agency internal staff to support end users. The Program Management Office and the Contractor shall work collabratively to establish a mutually aggreable date and time for the training session, which will be recorded.

Additionally the contractor shall provide a reference guide on any new system updates. Acceptance of the reference guide shall require confirmation by the assigned Contracting Officer’s Representative.

3.1.7 The Solution’s Program System Performance Metrics

The contractor shall support and provide the reporting of metric information for applicable Program system performance metrics for The Solution. Types of metrics that should be defined and measured as code defects as well as uptime, processing time, and system performance (e.g. how long does it take to print labels, save data, and retrieve data). Unless required by a formal Agency review, only the The Solution’s Program Management Office would review.

3.1.8 Active Support

The Contractor shall provide service support as part of maintaining The Solution in the cloud environment for consistent updating of The solution to ensure continued operations. As requested, and scheduled by the Federal Emergency Management Agency, the Contractor shall implement technical upgrade of existing base and configured capabilities in addition to regular functional updates and improvements (e.g., quarterly deployments). As part of the implementation of technical upgrade, the Contractor shall:

• Port or update of existing enhancements.

• Update of automated testing scripts and framework.

• Test execution for unit, regression, system, integration, performance.

• Develop and test data migration.

The contractor shall implement all Software as a Service upgrade version yearly or as applicable to support the operational Solution for the Federal Emergency Management Agency Application. The contractor shall implement additional system enhancement configuration changes to assist with the use of mobile devices to scan/receive, order, and ship lifesaving commodities to and from disaster staging areas will improve The Solution’s data accuracy, information timeliness, and user experience, which are pivotal in the modernization of logistics response operations. The contractor shall participate in a project kickoff meeting with project stakeholders. The contractor shall participate in weekly project working groups and Integrated Project Teams. The contractor shall submit project risks, issues, and action items and attend The Solution’s Program Risk Integrated Project Team as needed. The contractor shall provide project management tasks to support the development and implementation.

The contractor shall Design effort to migrate existing functionality focused on usability and user experience. The contractor shall conduct all necessary security reviews including web inspect.

The contractor shall conduct Functional, Automated, and Performance testing. The contractor shall provide development/coding effort to migrate to new updates for The Solution.

The contractor shall create quick reference guides for all Solution updates. After an initial post-go-live support period, the contractor shall support The Solution’s update in accordance with the existing Solution’s Operations and Maintenance support contract.

The contractor shall update the existing Solution’s Design Document, prepare all other engineering solution documentation, but not limited to, Requirements Traceability Matrix, Positions/Role Based Matrix with relevant updates as required by the project. The contractor shall document and deliver a readiness checklist so that physical and systemic readiness can be tracked leading up to go-live.

The contractor shall provide adequate resources to complete the project tasks within the defined schedule, including but not limited to project managers, functional analysts, and systems engineers.

DELIVERABLES AND DELIVERY SCHEDULE

# DELIVERABLES

DUE DATES (in calendar days)

DRAFT FINAL

Site Preparation Checklist: the contractor shall provide a site preparation checklist, which outlines all required tasks for a successful go live. The checklist will be tracked throughout the project to ensure all dependent tasks are completed.

N/A

As defined in the agreed

Project Schedule

System Design Document: the contractor shall provide an updated version of The Solution’s System Design Document.

N/A

As defined in the agreed

Project Schedule

Completed configuration verification Test Scripts: the contractor shall provide the completed configuration verification test scripts from The Solution’s update implementation testing.

N/A

As defined in the agreed

Project Schedule

4 Provide quick reference guides for The Solution’s update N/A

As defined in the agreed

Project Schedule

3.1.8.1 Technical Support for Commercial off the Shelf Suite

The contractor shall provide operational maintenance as Software as a Service managed service provider for The Solution’s web-based Cloud Web Services platform for any and all necessary services to support for the latest Version of the Commercial off the Shelf Suite including, but not limited to, Order Management, Supply Chain Intelligence, Electronic Data Interchange, Disaster Information System Clearinghouse, Logistics Execution One, Warehouse Management, and Vendor Partner Portal

3.1.9 Linux and Windows Administration

The contractor shall provide The Solution’s Web Services platform operational and maintenance support to the web-based Federal Risk and Authorization Management Program environment infrastructure, application platform, and software installation.

The contractor shall provide monthly security vulnerability updates including installation/update of Linux packages.

The contractor shall perform server restarts.

The contractor shall provide updates to local firewall (iptables) rules.

The contractor shall provide updates to kernel parameters.

The contractor shall configure user limits.

The contractor shall configure shared network file system mounts.

The contractor shall provide Java configuration updates.

The contractor shall install/configure network and mobile Warehouse Management Printers.

3.1.10 Software Upgrade support services

The Contractor shall provide The Solution with ongoing operational support for problem resolution, virtual hardware maintenance, software support, software upgrades, and overall Information Technology health management, and four (4) hour response for on-call support in addition to the following:

• Contractor shall provide implementation and support of other vendor hardware and software elements of The Solution.

• Contractor shall provide Software as a Service software version upgrade and maintain the latest version to support The Solution’s Operational environments.

• Contractor shall obtain the newest version of firmware, third party components, and licenses that are required to support The Solution’s Federal Risk and Authorization Management Program Operational System maintained on the Web Services platform.

3.1.11 Cloud Services Solution

The contractor shall provide and maintain the operational Federal Risk Authorization and Management Program authorized Software-as-a-Service cloud solution offering the essential characteristics of on-demand self-service, broad network access, resource pooling, rapid elasticity, and measured services to meet the Federal Emergency Management Agency Operational needs. The cloud service provider retains control over operating systems, storage, deployed software, and some limited control over other select networking components (e.g., host firewalls). All data stored and processed through the contractor and/or its cloud service provider must reside in facilities located within the United States and its territories.

The contractor shall provide hardware and software, network and security infrastructure, applications support, release and deployment, and program and project management coordination for support the operational Cloud Web Service GovCloud Based platform services.

Cloud Services will continue to provide must be authorized by the Federal Risk Authorization and Management Program, as demonstrated by Federal Risk Authorization and Management Program Provisional Authorization to Operate or Agency Authorization to Operate. The scope of cloud service also includes but is not limited to:

• Migration of data

• Security Compliance

• Supporting cloud management tools and expertise specific to the cloud services provided.

• Process definition for day-to-day operations, including change management.

• Process definition for cut over between primary and alternate site and cut back.

• Engineering support for networking, platform, and application operations.

• Supporting the Federal Emergency Management Agency Information Systems Security Officer with documentation support.

• Re-hosting existing system and data.

• Development of data retention policies to minimize costs for the Federal Emergency Management Agency in possible future re-hosting.

o data retrieval/migration o data sanitization or destruction

3.1.12 Cloud Web Services Federal Risk and Authorization Management Program Platform Support

The contractor shall conduct all operations and maintenance of the Software as a Service managed service provider supporting The Solution’s Web Services Federal Risk and Authorization Management Program platform support for infrastructure, software installation and patching activities for the Software as a Service software, third party software, eg.(JBoss, Oracle, RDS etc.)

but not limited to on all operational environments. The contractor shall work in accordance with all the Federal Emergency Management Agency EOPS support processes, procedures, guidelines and controls for supporting all on-premise connectivity. The contractor shall work collaboratively with all Office of the Chief Information Officer support resources to maintain full operational control of The Solution’s Systems in all the Federal Emergency Management Agency facilities.

The scope of work applies to The Solution’s web-based Cloud Web Services Federal Risk and Authorization Management Program includes all (5) environments in The Solution (Non- Production, Pre-Production, Production, Sandbox and Training). The contractor shall identify and configure real-time application monitoring and associated alerting to proactively identify and avoid production issues. The contractor shall conduct ongoing application health checks utilizing Cloud Web Services Federal Risk and Authorization Management Program Tools that monitor the system, notification are provided to Sys Admin and update are reported to the Program System owner, Deputy Program Manager, Information Technology Branch and Information Systems Security Officer.

The contractor shall identify the root cause analysis and provide reports to Program System Owner, Deputy Program Manager, Information Technology Branch, Information Systems Security Officer when issues raise. The contractor shall run database update scripts included as part of software patches. The contractor shall run database DML scripts as needed, and perform infrastructure, platform maintenance, application and software installation, to support The Solution’s web-based Cloud Web Services platform.

3.1.12.1 System Engineering Life Cycle Support (Federal Risk Authorization and Management Program High)

The Contractor shall support and work with ‘Cloud Web Services’ Federal Risk Authorization and Management Program High authorized GovCloud Platform as a Service and provide system engineering and life cycle support systems that are produced and submitted for production. This will require supporting an integrated view of all systems and sustainment requirements and interfacing with the developer for break fix and performance issues, System Engineering for testing and evaluating systems and code changes prior to deployment and assisting with the migration of systems and code deployments to the legacy or new data center managed service architecture.

The Contractor shall be knowledgeable of the Information Technology Infrastructure Library framework. The Contractor shall provide teams with knowledge and expertise to support the full system engineering life cycle integration, operations, and maintenance support for The Solution’s modules/systems, but not limited to include:

• Functional Requirements analysis.

• Manage Configuration Management Change process and procedures.

• Planning, designing, and implementing application systems and information infrastructures.

• Implementing, extending, and customizing modules for return on investment.

• Integrating software and hardware components.

• Enterprise application integration.

• Change management.

• Incident Management.

• Information Technology asset management and security management.

• Knowledge transfer.

• Web enablement services.

• Ongoing systems and applications management and maintenance.

3.1.13 Production Environment Statistics and Reporting

The Contractor shall provide Software as a Service managed service provider to support the production environment statistics grouped by system and monthly reports will be captured and shared for program office review. These statistics provide normal operating environment (Central Processing Unit utilization, Memory Utilization, Storage Utilization to mention a few) as well as Processes and tasks associated with this environment that are integral and critical to the organization's productivity and operational stability. Provide 24 x 7 “up/down” monitoring for a physical device integrated into Cloud Web Services. These devices include, but are not limited to, physical servers, virtual servers, network/security devices, and System Administration and Network Security. Provide Operating System Maintenance, Systems Support and Performance and Capacity reporting from a supported Windows or Linux Operating System Server (physical or virtual). Other variables may be added to the monitoring as requested by the COR.

• Monitor SaaS infrastructure environments with baseline policies.

• Provide knowledge transfer and training to the staff.

• Provide Primary and alternate Point of Contacts for incident notifications.

• Database and Application support.

• Customer Application Licencing.

• Operating System License

• Patching for supported Operating Systems will occur within Cloud Web Services operations windows, unless project team directed/authorized.

• Cloud Web Services is required to communicate all patching/upgrade prior to execution.

• Purchase Storage and Communicate the location of Audit Log Repository to the Program

Office.

• 24x7 up/down equipment monitoring.

• Open Remedy Ticket or equivalent system in the event of an incident.

• Perform touch labour tasks to help resolve the incident.

• Maintain asset information (i.e., serial number, location, agency ownership, Federal

Information Security Management Act Identification information) in a central repository.

• Perform physical audits, inventories, and inspections, and provide audit reporting

• Manage the removal and replacement of defective parts by the warranty or maintenance provider.

• Provide access and escort services for Agency and Vendor Support personnel if applicable.

• 24 x 7 operation services.

3.1.14 Systems Engineering for Cloud Services

Systems Engineering (SE) is a technical solution management methodology that provides a disciplined, end-to-end focus on requirements, architecture, and solution compliance to deliver customer satisfaction for complex Information Technology systems. SE leverages techniques and disciplines to allow the business to accurately define and describe the business architecture, delivers the transformation through a complex life cycle framework, and manages the transformed operational environment at the project, program, and enterprise levels. SE maintains the following responsibilities:

Improve solution quality and reduce risks, enhance project visibility, communication and control Increase productivity, while reducing rework and overall project effort through the early identification and resolution of defects.

Contractor shall provide project administrative & technical documentation support by gathering, analyzing, translating, and composing technical information into clear, readable documents to be used by technical and non-technical personnel.