Attachment J-A Performance Work Statement.pdf

eMITS – Enterprise Multimedia and Integrated Technical Services Table of Contents

1. INTRODUCTION, GOALS, OBJECTIVES

2. ORDERING AND SERVICES DELIVERY

3. CONTRACT MANAGEMENT AND ADMINISTRATION

GENERAL

CONTRACT RISK MANAGEMENT

ENTERPRISE CONTRACT MANAGEMENT SUPPORT

INTEGRATION SUPPORT

OPERATIONS, PROJECT, AND FUNCTION MANAGEMENT

FINANCIAL RESOURCES MANAGEMENT

PROPERTY MANAGEMENT

SAFETY AND HEALTH

WORK AUTHORIZATION

QUALITY MANAGEMENT AND CONTROL

IT SECURITY PROGRAM MANAGEMENT COMPLIANCE

SECTION 508 COMPLIANCE

4. IT MANAGEMENT

IT POLICY MANAGEMENT

IT GOVERNANCE AND BOARD MANAGEMENT

IT STRATEGY MANAGEMENT

ENTERPRISE ARCHITECTURE SUPPORT SERVICES

IT SERVICE MANAGEMENT (ITSM)

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

IT PROGRAM/PROJECT MANAGEMENT (PPM)

PERFORMANCE MANAGEMENT

IT RISK MANAGEMENT

CONFIGURATION MANAGEMENT (CM)

IT BUSINESS AND INVESTMENT MANAGEMENT

IT ACQUISITION MANAGEMENT (ITAM)

SOFTWARE LICENSE MANAGEMENT

PLATFORM AND COE GOVERNANCE

5. CUSTOMER COLLABORATION AND SUPPORT SERVICES

PROVIDE TRIAGE TO CUSTOMERS PROCESSES AND INTEGRATED SOLUTIONS, AS ORDERED

PROVIDE PROJECT FACILITATION AND SUPPORT, AS ORDERED

6. INFORMATION MANAGEMENT

FORMS MANAGEMENT

RECORDS MANAGEMENT

DOCUMENT DIGITIZATION AND DATA CONVERSION

DATA QUALITY AND COMPLIANCE

7. MULTIMEDIA AND COMMUNICATION SERVICES

MULTIMEDIA TECHNOLOGY, PROCESSING, AND ENGINEERING

ENGINEERING, INSTALLATION AND MAINTENANCE

MEDIA REPOSITORY MANAGEMENT

CATALOGING STILL AND MOTION IMAGERY

PRESERVATION AND MIGRATION

DIGITAL SIGNAGE

TECHNOLOGY SUPPORT FOR STRATEGIC COMMUNICATIONS

MULTIMEDIA MISSION SERVICES

IMAGERY ACQUISITION, PROCESSING AND DISTRIBUTION

NASA TELEVISION AND INSTITUTIONAL VIDEO OPERATIONS

CREATIVE DEVELOPMENT (GRAPHICS, WRITING AND EDITING)

DIGITAL MEDIA PRODUCTION AND DISTRIBUTION

FABRICATION, PRINTING AND PHYSICAL PRODUCTION

EXHIBITION MEDIA DESIGN AND DEVELOPMENT

MEETING, EVENTS, AND PRESENTATIONS

1. Introduction, Goals, Objectives

1.0 Enterprise Multimedia and Integrated Technical Services (eMITS)

1.1 Introduction and Overview

The National Aeronautics and Space Administration (NASA) Office of Chief Information Officer (OCIO) and Office of Communications (OCOMM) are transitioning to Agency level, or enterprise, contracts for multimedia and technical communications services. The two organizations are consolidating services currently provided by individual contractors at separate field centers with the dual intent of finding synergies and reducing duplication. Although the services themselves are dissimilar, the service solutions and skills required to perform the contracted tasks are similar. All the services employ or pertain to information technology (IT) and other electronic equipment. Further, creating and delivering multimedia and technical communications requires the use of the internet, digital platforms, and IT.

The intent of the eMITS contract is to support customer organizations through a single provider of digital multimedia and technical communications services. The transformation and migration of services to Agency contracts is expected to last at three to four years. As part of this effort, the eMITS contract will eventually provide all services in this Performance Work Statement (PWS) for the OCIO and OCOMM organizations, including all Center and Agency level customers. Not all the services of eMITS will be provided to all customers on the start date of the contract. Initially, a small number of Centers will begin receiving the services in the eMITS PWS at contract start, with other Centers and customers migrating their requirements at later dates. The eMITS contractor will facilitate this effort and effectively and efficiently provide eMITS services to all customers according to schedule. The eMITS contractor will also provide cost effective services from both onsite and remote support approaches to best provide the required eMITS services to all customers.

1.2 Contract Transition

Attachment J-P lists the contracts that have scope expected to transition to eMITS. Note, not all scope of work in these contracts will transition to eMITS, and transition dates may change.

The OCIO is conducting an IT Transformation activity which includes the establishment of a contract strategy that addresses the breath of the OCIO work requirements. Contracts identified in this strategy cover a wide range of work and support services, including cybersecurity and privacy services; internal communication and public communication; networks and computing services; end user services; and application development services. The graphic below represents the plan for Agency-wide IT contracts. It is provided here for information and context only.

1.3 Principle Stakeholders and Places of Performance

The eMITS contract will support and be accessible by all NASA mission directorates and functional organizations and at all NASA Centers and facilities. Customers may be located in any department or at any facility, but the principal stakeholders are OCIO and OCOMM. Goals and Objectives

The eMITS contractor will be an integral partner in OCIO’s effort to change the way multimedia communications and IT services are delivered across the Agency. The eMITS contractor will not only provide the services contained in this work statement, but also gain and maintain knowledge

Figure 1.2-1 Contract Strategy FY21-FY24 necessary to integrate the services with the products and services offered across the entire portfolio of OCIO contracts. The intended result is a comprehensive suite of cost-effective, cutting-edge service solutions that will facilitate NASA’s mission.

1.4 Performance Work Statement (PWS) Overview

The principal purpose of this contract is to acquire multimedia and technical communications services and related services for OCIO and OCOMM. The PWS provides for the following:

• Information Technology Management Services – IT Management is characterized by processes that enable the establishment, administration, and measurement of an organization’s IT program. A large portion of the services in this section will support the OCIO’s Strategy Division (Enterprise Business Management Office, Strategy and Architecture Office, Customer Engagement Office), and Operations Division (IT Service Management Office, Enterprise Project Management Office).

• Customer Collaboration and Support Services These services are crucial to OCIO’s and OCOMM’s success in achieving a unified presence and smooth interface with NASA entities bringing requirements for multimedia communications and IT services.

• Information Management Services – Managing the information across the Agency requires the establishment and execution of information management services, including data digitization and conversion, forms management, and records management.

• Multimedia and Communication Services – This broad category includes, but is not limited to, NASA Television; www.nasa.gov; NASA’s social media operations; digital communications support for human spaceflight and science missions; institutional audiovisual support; publishing support; and the foundational work in graphic, visual, electronic and broadcast arts required to achieve NASA’s strategic communications goals. OCOMM sets this strategy and will direct most of these services.

2. Ordering and Services Delivery Core Performance Work Statement provides detailed performance-based requirements that will be defined in work packages as part of the Annual Work Plan. IDIQ task orders will be issued as performance based, in accordance with NFS 1852.216-80, Task Ordering Procedure, and include more specific performance characteristics (technical, schedule and cost) and deliverable requirements.

The Annual Work Plan is a plan submitted by the Contractor and approved by the Government that details the Contractor’s overall approach to meeting the Government’s requirements. The Annual Work Plan establishes the contract year ceiling for current and anticipated Work Packages. (DRD MA-07) This includes:

• Existing, funded requirements

• Known, funded requirements but not ready to begin

• Known, unfunded requirements (seeking funds)

• Anticipated requirements based on historical data/transactions

The Annual Work Plan is a flexible working document, incorporating changes as needed during the year (with COR/DCOR concurrence, and CO approval) to accommodate emerging mission and customer requirements.

Unknown requirements, when identified, that can be accomplished within an option period can be defined via IDIQ task order.

3. Contract Management and Administration The Contract Management section includes requirements for program management, financial management, property/inventory management/logistics, Safety, Health and Environmental (SHE) Management, and quality management.

General In all service areas of this contract, the Contractor shall:

3.1.1 Ensure the implementation of effective systems engineering, business management, and other quality practices to deliver the services in an efficient and integrated manner and at a sustained high level of success

3.1.2 Implement practices to ensure effective communication of management, technical, quality, financial, and customer satisfaction issues that may arise in the performance of this contract

3.1.3 Ensure the implementation of management practices to proactively pursue process improvements to enhance customer satisfaction and service delivery

3.1.4 Apprise the Contracting Officer (CO), Contracting Officer’s Representative (COR) immediately of any issues that could have an adverse impact on successful performance of the contract requirements

3.1.5 Continually evaluate and implement fiscally responsible, cost effective, innovative, and efficient processes or disciplines for performing the requirements outlined in this PWS.

3.1.6 Follow the most current approved version wherever reference is made in this PWS and in task orders to specific policies, procedures, directives, work instructions, and other Government documents.

3.1.7 Maintain the ability to obtain security clearances, up to the Top - Secret level, as appropriate for work on this contract. Where required, specific employee security clearance requirements will be defined along with the technical content in work packages or task orders.

3.1.8 Provide all resources (labor, materials, and property) required to perform this contract.

The exceptions to this are the items (materials and property) listed in:

3.1.8.1 Attachment J-I, List of Government-Furnished Property (GFP)

3.1.8.2 Attachment J-J, Installation-Provided Facilities and Services

3.1.8.3 Attachment J-H, Systems Inventory.

3.1.9 Provide to the Government all deliverables listed in the Attachment J-C, Data Requirements List in electronic form as specified in the individual DRD, unless otherwise directed.

3.1.10 Provide, implement, and maintain the Contract Management Plan in accordance with Data Requirements Document (DRD) MA-01, Contract Management Plan

Contract Risk Management The Contractor shall:

3.2.1 Integrate risk management processes into its contract management approach in order to mitigate impacts to cost, schedule, and performance.

3.2.2 Proactively report any risks to cost, schedule, and performance to the COR and customers of the eMITS contract and work with the Government to mitigate any impacts.

Enterprise Contract Management Support The Government expectation is that the eMITS contractor will be a solutions partner with the Government and continually seek to implement processes and operational methods that will enhance the provision of services for all customers of this contract, including the OCIO, OCOMM, center OCIO and OCOMM organizations, and their customers. The Contractor shall:

3.3.1 Be aware of and be flexible to the differences in individual center service delivery that currently exists. Prior to this eMITS contract, many of the services herein have been provided on separate center level service contracts with different service delivery requirements and expectations.

3.3.2 Partner and collaborate with center level organizations and customers to ensure the most satisfactory service delivery for each supported organization as is practical and feasible within the enterprise services delivery framework.

3.3.3 Assist each supported organization in integrating into a uniform enterprise service delivery model for services and facilitate change management on this contract while remaining flexible to individual center schedules and processes until such time a more uniform service delivery model for each service can be approved and implemented.

3.3.4 Recommend integrated solutions that span across business strategies, technologies, architecture, platforms, and, when applicable, across other agency and center contracts.

3.3.5 Have a strong understanding of the business processes supported at both the agency and center level, products and services offered and implemented across this contract and associated NASA contracts, and shall recommend solutions that span across those products and services in meeting customer requirements.

3.3.6 Effectively onboard new customers and requirements as center contracts expire or as services are transitioned to the eMITS contract in accordance with Attachment J-P, Center Transition Schedule while continuously seeking cost effective methods of service delivery across the Agency that take advantage of economies of scale and reduce overall costs to the Government.

Integration Support The NASA OCIO and OCOMM are transitioning to an Agency framework for delivery of services, although not all services included in this Performance Work Statement (PWS), or those included in other contracts, will be provided in an enterprise manner, at least initially. Currently there are multiple Agency services contracts managed by the OCIO including the Advanced Enterprise Global Information Systems (AEGIS) contract, the NASA End-user Services & Technologies (NEST) Contract, the Enterprise Applications Service Technologies (EAST) 2 contract, the Cybersecurity and Privacy Enterprise Solutions and Services (CyPrESS) contract, and other Center level contracts. Additionally, OCOMM will also be working towards an enterprise level contract or contracts for delivery of core OCOMM services (NASA Communications Services (NCS) contract). Many organizations across the OCIO and OCOMM as well as their customer organizations across NASA require support that utilizes the services of more than one, if not all, of these contracts, as well as other associated Agency and local center contractor services, in order for the OCIO and OCOMM to provide a comprehensive service delivery package that will meet the mission of these organizations. In providing the services and support required on the eMITS contract, The Contractor shall:

3.4.1 Continually develop and enhance its knowledge of the services and delivery methods of these associated contracts (see section H.X, Associated Contractor Agreements for a non-exclusive list of associated contracts) and shall provide services as defined in this work statement that are integrated with those associated contracts to the greatest extent possible in order to minimize the burden of integration of service lines by the customer organizations.

3.4.2 Partner and collaborate with associate contractors and establish associate contractor agreements for the effective integration of services with those contractors identified in Section H, Clause xxx, Associate Contractor Agreements.

Operations, Project, and Function Management In performance of the broad scope and magnitude of the eMITS contract, the contractor must establish effective and efficient internal processes and procedures in order to manage and deliver the required services while meeting cost, schedule, and performance metrics. (DRD-MA-01, Contract Management Plan). These contractor processes must facilitate service delivery from the contract level, service line level, project level, to the lowest operational support level. In providing the required services of the eMITS contract, The Contractor shall:

3.5.1 Operate and manage designated production systems, ongoing and new projects, and functions and activities required to provide products and services to the customer community in accordance with DRD MA-01, Contract Management Plan.

3.5.2 Create and maintain project plans (DRD MA-09, Project Plans).

3.5.3 Be knowledgeable of industry standard project management tools and implement those approved tools on this contract. The Contractor management shall demonstrate project management expertise by executing operational and development projects and activities per negotiated schedules and budgets.

3.5.4 Integrate appropriate methodologies and procedures into its Program and Project Management processes and shall document those processes in the Project Plans.

3.5.5 Document and demonstrate effective integration across all applicable services within this contract as well as those required of associate contracts in order to provide comprehensive service delivery to customers.

3.5.6 Establish Service Level Agreements] with customers and supported organizations.

3.5.7 Create and maintain processes to support the NASA requirements to report IT spend in support of OMB Data Calls.

3.5.8 Create and report metric performance as directed by contract or work package.

3.5.9 Provide Rough Order of Magnitude (ROM) estimations for anticipated or planned work, in accordance with DRD MA-07, Rough Order of Magnitude, when requested by the Government.

3.5.10 Document Standard Operating Procedures as defined in DRD MA-12, Standard Operating Procedures.

3.5.11 Document Lessons Learned and Corrective Action Reports as directed by the CO or COR; or as deemed internally appropriate by Contractor management and deliver the report to the Government in accordance with DRD MA-14, Lessons Learned and Corrective Action Reports.

3.5.12 Create and maintain the deliverables required to support the NASA Continuous Monitoring process in accordance with NPR 2810.1.

3.5.13 Attend and support key Government-sponsored meetings and forums as required by the government.

3.5.14 Provide and maintain a Continuity of Operations Plan (DRD MA-08, Information Technology Service Continuity Management (SCM) Plan). The COOP shall:

3.5.14.1 Establish Contractor policy and guidance to ensure the execution of the mission essential functions for this contract as identified by the contractor and approved by the Government.

3.5.14.2 Address the situation/event when an emergency in a facility threatens or incapacitates operations and address the relocation of selected personnel and functions of any service provided by this contract.

3.5.14.3 Document the emergency response and recovery process

3.5.14.4 Document potential impacts and mitigations thereto, including contract status of threatened, diminished, or incapacitated, as well as an associated timeline.

3.5.14.5 Address the items in this section at each location in which services are provided and continuity of identified operations must be maintained.

Financial Resources Management The Contractor shall:

3.6.1 Provide accurate and timely financial reports in accordance with NASA Policy Directive (NPD) 9501.1, NASA Contractor Financial Management Reporting System, NASA Program Requirement (NPR) 9501.2, NASA Contractor Financial Management Reporting, and NPR 9060.1, Cost Accruals. The Contractor shall deliver:

3.6.1.1 DRD MA-17, Financial Management Report.

3.6.2 Provide ongoing business analysis and respond to Government requests for financial information.

3.6.3 Maintain detail order and invoice records that support Government-performed invoicing

(to customer organizations) and allow Government-performed invoice reconciliation.

3.6.4 Provide financial information maintained by the Contractor for use by the Government for budgeting purposes and business case analyses.

3.6.5 Provide financial planning data to support the Government budget process including but not limited to: Planning, Programming, Budgeting, and Execution [PPBE] budget calls, Operating plan budget calls, and special requests for budget impacts.

3.6.6 Maintain an internal accounting system that fully accommodates Government reporting requirements as defined in the DRD MA17 Financial Management Report

3.6.7 Conduct quarterly accounting reconciliations (planned expenditures versus actual expenditures).

3.6.8 Support a contract-wide requirements/budget review meeting with the Government as defined in DRD MA-21, Contract Management Review. This internal review shall be completed prior to the annual Capital Planning and Investment Control Process (CPIC) (DRD MA-05, IT CPIC) and the annual program planning and budget execution (PPBE) cycle.

Property Management The Contractor shall:

3.7.1 Submit for approval a property management plan in accordance with DRD LS-01 – Property Management Plan. The Contractor shall coordinate with each Center or locations’ Property Management Officer to ensure local policies and processes are followed as applicable.

3.7.2 Analyze available property at each location and provide planning and advice to maximize use of available property to support work package and task order requirements.

Safety and Health The Contractor shall:

3.8.1 Perform work in accordance with DRD SA-01, Safety and Health Plan, and shall submit and maintain the plan per the Data Requirements List (DRL).

3.8.2 Complete Government provided Safety and Health training, including but not limited to, general online safety training and hazardous materials training, according to agency and individual center policy and depending on the work performed at designated locations.

3.8.3 Establish guidelines for contract personnel regarding emergency medical services and evaluation while they are on international travel in accordance with NASA FAR Supplement 1852.242-78.

Work Authorization

3.9.1 Work Authorization System.

3.9.2 Work will be authorized per this contract via work packages (DRD MA-07) as well as through the issuance of Indefinite Delivery/Indefinite Quantity task orders.

3.9.3 Standard/Non-Standard Business Hours – The Contractor shall operate at standard business hours where work is performed on this contract according to agency and local policies and customer standard operational business hours. Where non-standard hours are required for evening, weekend, or 24-hour support, The Contractor shall ensure coverage of necessary services per requirements.

Quality Management and Control The Contractor shall:

3.10.1 Submit a Quality Assurance Management Plan (QAMP) in accordance with DRD QE-01 that specifies the Contractor’s approach to assuring delivery of quality products, material, and services. The Contractor shall also submit a QAMP Quarterly Summary Report in accordance with DRD QE-01.

3.10.2 Ensure all personnel performing work are properly trained, certified, and qualified for assigned work requirements, to include recognition of job hazards for any equipment used. The Contractor shall be responsible for obtaining and maintaining the skills and certifications required on this contract.

3.10.3 Be ISO 9001 20xx compliant per the Higher Standards Quality Clause XX of this contract.

3.10.4 Complete requirements in this work statement that meet any and all quality metrics as defined in this work statement, in work packages, or in task orders.

3.10.5 As directed by the Government, provide a plan for metrics development and propose metrics for any area of this contract for approval by the CO/COR.

3.10.6 The Government will standardize requirements metrics for services performed by the contractor at all locations where services are required to be performed, however, the Contractor shall be flexible and perform requirements according to each location’s specific requirements and needs.

3.10.7 Corrective Actions – Contractor shall develop and implement a Corrective Action Plan to address and remedy issues identified by either the Contractor or the Government.

IT Security Program Management Compliance

3.11.1 IT Security Management Program Compliance - Contractors who purchase, lease, network to, or otherwise utilize Government-funded IT (Clinger-Cohen Act of 1996 and referenced by Office of Management and Budget (OMB) Circular A-130) shall comply with NPR 2810.1, Security of Information Technology and the Federal Information Technology Acquisition Reform Act (FITARA).

3.11.2 IT Security Program Management Plan - The Contractor shall submit an IT Security Management Program Plan (per DRD MA-03, IT Security Plan) for its unclassified IT resources. This program plan shall describe the policy, processes, and procedures that will be followed to ensure appropriate security of IT resources that are developed, processed, or used under this contract. The Contractor’s IT Security Management Program Plan shall be compliant with Federal and NASA policies as referenced in OMB Circular A-130 and NPR 2810.1.

3.11.3 Employee IT Security Awareness Training - Contractor employees performing work under this contract shall complete the NASA-provided IT Security Awareness Training annually. The Contractor shall provide evidence that periodic IT security awareness training has been met for all employees subject to this contract. The Contractor shall submit periodic reports (as required by CO) detailing the overall status of the annual training program. The annual training program is defined as the period from October 1 through September 30. The IT Security Awareness Training is delivered via web-based application (SATERN) and takes approximately 1 hour to complete.

3.11.4 Information on Employees in Sensitive Positions/Assignments - Employee information is sensitive. IT security positions/assignments shall provide information reporting annually for personnel screening as required by NPR 2810.1 and NPR 1600.1 on position risk.

3.11.5 Requirements for Contractor Systems Holding Government Information – Will contractor systems house any Government information? Include requirements for Security Plans and processes.

Section 508 Compliance The contractor shall ensure that all products, platforms, and services delivered as part of this work statement that are Information and Communication Technology (ICT) or contain ICT, must conform to the Revised Section 508 of the Rehabilitation Act Standards, 36 C.F.R. § 1194.1 & Apps. A, C & D. The Standards may be found at Revised 508 Standards and 255 Guidelines (access-board.gov).

The Applicable Chapters for this acquisition are as follows:

508 Chapter 1: Application and Administration

508 Chapter 2: Scoping

Chapter 3: Functional Performance Criteria

Chapter 4: Hardware https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.access-board.gov%2Fict%2F&data=04%7C01%7Cbetsy.sirk-1%40nasa.gov%7Ca73668bfa67f4ea196d108d9aa9ddbb7%7C7005d45845be48ae8140d43da96dd17b%7C0%7C0%7C637728417241375067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=dHdH%2FD4wm%2FPzFZKp7ZGr23%2FaeWIJ%2FykAyqbha2jH%2B4Y%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.access-board.gov%2Fict%2F&data=04%7C01%7Cbetsy.sirk-1%40nasa.gov%7Ca73668bfa67f4ea196d108d9aa9ddbb7%7C7005d45845be48ae8140d43da96dd17b%7C0%7C0%7C637728417241375067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=dHdH%2FD4wm%2FPzFZKp7ZGr23%2FaeWIJ%2FykAyqbha2jH%2B4Y%3D&reserved=0

Chapter 5: Software

Chapter 6: Support Documentation and Services

Chapter 7: Referenced Standards - WCAG 2.0.

4. IT Management Establishment of policies, continuous monitoring, implementation of controls, establishment of appropriate vetting mechanisms, change management, configuration management, risk management, service management and integration, communication mechanisms, portfolio management, and investment management are some of the key processes and activities that support IT Management

IT Policy Management The Contractor shall:

4.1.1 Support the development, implementation, maintenance, and management of the OCIO policy repository (NODIS).

4.1.2 Support Agency Policy Oversight Working Group activities and deliverables.

4.1.3 Support the Agency IT Policy Lead, as point-of-contact, for Master List matters, administer the Master List, and support training classes for Master List custodians

4.1.4 Serve as primary point-of-contact for quality systems master list matters, administer the

Master List, and conduct training classes for ISO master list custodians.

4.1.5 Ensure that requested policy information or reviews are provided within schedule guidelines and establish, document, and maintain a process to control the Master List.

4.1.6 Coordinate periodic document reviews as requested.

4.1.7 Review new or revised NASA policy, Center policy, OMB policy, and other policies as required.

4.1.8 Facilitate the drafting of revisions to existing policy and the creation of new policies.

4.1.9 Provide technical assistance in the development of the policy/documentation waivers.

4.1.10 Provide assistance in processing policy and waivers through the Agency and Center processes.’

4.1.11 Review, evaluate, and recommend the disposition of Policy/Documentation change requests (CRs).

4.1.12 Facilitate the development and revision of the policy waiver forms and policy waiver requirements.

4.1.13 Provide weekly management reports of policies and associated actions and CRs.

4.1.14 Maintain a log that includes the status of IT waivers

4.1.15 Support the development, implementation, and maintenance of a streamlined Agency and

Center IT policy review process that will facilitate the implementation of and compliance https://www.w3.org/TR/WCAG20/ with IT policy across the Agency. The Contractor shall develop IT policy and procedures in compliance with Government, NASA, OCIO, and center policy laws, regulations, and directives.

4.1.16 Develop, implement, and disseminate IT policy and procedures in accordance with NASA OCIO policy directives where controlling. The Contractor shall review, develop, and implement center IT policy and compliance therewith.

IT Governance and Board Management The Contractor shall:

4.2.1 Provide management, maintenance, and execution of IT governance according to NASA IT governance model and framework. The Contractor shall provide the required documentation, data, and other related artifacts through the contractor’s execution of and compliance with governance, standards, and processes.

4.2.2 Continuously mature the IT Governance framework and its role in meeting the needs of the Agency and key IT stakeholders and customers, including, but not limited to, aligning with NASA’s Governance Framework, NASA’s IT Strategy, Portfolio Management, and IT Investment Planning for the Enterprise Business Management Office.

4.2.3 Develop and maintain the IT board management processes and templates needed to execute IT governance.

4.2.4 Provide governance deliverables and artifacts as directed by the Government.

IT Strategy Management The Contractor shall:

4.3.1 Provide the OCIO and its customer organizations with IT strategy and strategy development, in accordance with OCIO and customer objectives. Strategy development, proposals, and implementations shall be in line with OCIO objectives and integrate with agency and center EA framework goals, governance processes, and integration efforts across the portfolio of OCIO contracts. Strategy development shall support Government and Agency IT modernization efforts to the greatest extent possible.

4.3.2 The Contractor shall integrate Strategy Management Support with Customer Relationship Management efforts to enable proactive planning to the OCIO and supported organizations across NASA

Enterprise Architecture Support Services Through the OCIO Strategy and Architecture Office (SAO), the OCIO will support digital business transformation, enable Mission outcomes, and modernize NASA’s technology core in alignment with EA processes. In support of the SAO, the Contractor shall:

4.4.1 Provide strategic planning for SAO that includes but is not limited to maintaining and updating the IT Strategic Plan, roadmap development and integration, and target state planning.

4.4.2 Facilitate Agency digital transformation outcomes for the SAO, in alignment with the NASA Digital Transformation office, to ensure integration of transformational efforts necessary to achieve success.

4.4.3 Facilitate modernization of mission support ecosystem to align future state capabilities NASA strategic plan goals and priorities, and with external drivers.

4.4.4 Identify links between digital innovation and the NASA technology base to inform Mission customers of cutting-edge and/or developing capabilities that could support Mission objectives.

4.4.5 Identify mission requirements to translate into an understandable, enabling, and achievable to-be state for the CEO and SAO.

4.4.6 Define future state IT capabilities that will support mission requirements and provide a gap assessment of what changes will be needed to achieve the desired to-be state.

4.4.7 Create roadmaps that lay out the guardrails, investments, and milestones necessary to support an integrated future state of IT.

4.4.8 Articulate the target IT service model that will support customer requirements by coordinating directly with business relationship and customer relationship managers.

4.4.9 Developing agility through model-based processes that can be repeatable, effective, and easily deployed.

4.4.10 Coordinate with center EA representatives to identify and define center “to-be” states that align with the Agency EA framework.

IT Service Management (ITSM) In support of IT Service Delivery, The Contractor shall:

4.5.1 Align and coordinate service delivery with the NASA OCIO IT Service Management Office.

4.5.2 Implement a framework for service delivery that meets ITIL v4 standards and metrics.

4.5.3 Recommend and implement approaches by which groups of services can be bundled to provide a comprehensive service delivery package that incorporate complete service life-cycle delivery and that integrate quality assurance with service delivery. Review existing NASA IT services catalogs and develop and maintain an agency integrated IT Services Catalog that incorporates standard IT service items and service packages from across the Agency IT contract portfolio leveraging NASA approved platforms, tools, and processes.

The intent of this catalog is to provide the OCIO and its customers with a comprehensive list of standard services and the standard price thereof.

4.5.4 Develop standard costs of services that incorporate rates and delivery terms from applicable agency contracts as necessary to provide fixed, accurate costs for each catalog service listing.

4.5.5 Continually revise, maintain, and add services to the catalog as standard services and delivery methods are developed

4.5.6 Provide strategic communications regarding changes in services and use standard communication tools such as Microsoft teams to maintain a central communication service.

4.5.7 Utilize effective Service Integration and Management (SIAM) principles and processes, and facilitate adoption across the customer base of these principles and processes, within the established multi-service vendor environment and act as the primary integrator for the services provided by the OCIO and OCOMM contract portfolio.

Customer Relationship Management (CRM) CRM will involve dedicated customer engagement and support services that integrate into the customer business model and organizational framework. CRM will provide business management and technical expertise that will facilitate achievement of customer objectives. In support of CRM The Contractor shall:

4.6.1 Coordinate, integrate, and align with Customer Engagement Office staff and Agency and Center Business Relationship Managers/Customer Relationship Managers to Provide CRM support to the OCIO and its customer organizations.

4.6.2 Identify and understand the customer base for IT services.

4.6.3 Manage and develop customer relationships on behalf of the OCIO through customer liaisons, customer meetings, and a comprehensive understanding of customer issues and service requirements, which include the ongoing operation of IT services.

4.6.4 Understand the interests and requirements of customers relative to IT services and translate these into relevant and actionable requirements from which to build new or modify existing IT services.

4.6.5 Create and deliver Memorandums of Understanding (MOUs) and when needed, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs), including assistance in securing needed OCIO and customer signatures.

4.6.6 Manage relationships between the customers and IT service owners, including associate contractors, to ensure a transaction is completed with both parties are satisfied with the result.

4.6.7 Possess broad knowledge of NASA IT functions, processes, contracts, and services, and develop expertise in supported organizations’ functions, processes, and IT needs in order to proactively provide effective recommendations and solutions that are integrated across the portfolio of OCIO service providers.

4.6.8 Serve as tactical interface to the customer.

4.6.9 Integrate service lines/support structures and end-users for existing services.

4.6.10 Identify trending issues, escalate issues to management, and track customer experience and satisfaction.

IT Program/Project Management (PPM) In support of the OCIO Enterprise Project Management Office (EPMO) and customers, The Contractor shall:

4.7.1 Develop and maintain IT PPM policy, processes, and templates.

4.7.2 Plan, coordinate, execute, monitor, and manage work, work requests, service lines and projects utilizing program/project management expertise. The Contractor shall incorporate methodologies as appropriate into the program/project management processes in coordination and alignment with NASA’s IT PPM policy and processes.

4.7.3 Provide PPM support, expertise, and assistance to the OCIO and customer organizations as directed and develop quality assurance standards and quality control (validation) checklists.

4.7.4 Manage/lead projects including large cross-cutting (across Service Lines and Centers), complex enterprise projects.

4.7.5 Identify, develop, implement, and utilize tools and techniques to perform the requirements of this contract efficiently and effectively.

Performance Management The Contractor shall:

4.8.1 Set and prioritize meaningful performance goals and success criteria for NASA IT that reflect stakeholder perspectives. Support includes researching and identifying performance goals and ensuring performance information is valid and accessible.

4.8.2 Establish Performance Management policy and processes for reporting performance status.

4.8.3 Gather requirements for an integrated performance management tool.

4.8.4 Advise OCIO business units on effective implementation of performance management. Create insights by gathering data, making sense of data, and applying insights to communicate performance progress, questions, trends, risks/issues, and opportunities. Support includes gathering and aggregating the relevant benefits realization/outcomes data, tactical execution data, operations data and risks to support progress evaluation.

4.8.5 Develop/maintain performance management process effectiveness metrics.

4.8.6 Develop a plan to continuously monitor and report on the status of services provided on this contract.

4.8.7 Provide Platform and Service Line Performance Management

4.8.7.1 Assist the Government in development and maintenance of service level metrics, key performance indicators, supporting processes, and systems that enable effective management with respect to risk, cost, control, governance, compliance, and business performance

4.8.7.1.1 Report on base performance measurements defined by work plan

4.8.7.1.2 Participate in the development of additional meaningful performance measurement assessments, studies and metric creation

4.8.7.1.3 Integrate performance data across multiple tools/platforms, Service Lines and Centers

4.8.7.2 Monitor and conduct regular audits for performance

4.8.7.3 Maintain metrics, compile reports, and notify the Government of possible cost, schedule, or performance issues through metrics and key performance indicator review.

4.8.8 Serve as an independent integration point for monitoring and measuring performance utilizing Government provided IT Service Management (ITSM), Project Management and Agile Lifecycle Management (ALM)

IT Risk Management The Contractor shall:

4.9.1 Provide IT Risk Management services and support to the NASA OCIO Enterprise Project Management Office (EPMO), and customers as directed.

4.9.2 Maintain and manage the IT Risk Management Plan in accordance with NASA risk management policy and processes. The IT Risk Management processes will encompass all areas of IT Services provided for on this contract.

4.9.3 Develop/maintain user training on risk management policy, processes, and tools.

4.9.4 Manage requirements for an integrated risk management tool within OCIO project/service management tools.

4.9.5 Standardize reporting requirements for all business units to normalize analysis. Aggregate risk management data into portfolio snapshots for analysis.

4.9.6 Advise OCIO business units on effective implementation of risk management within their teams.

Configuration Management (CM) The Contractor shall:

4.10.1 Develop and maintain CM policies and processes and provide configuration management services and support in accordance with NASA policies.

4.10.2 Provide CM support to the OCIO and customers as ordered to ensure effective management, control, performance/relevancy, and integrity of configuration items.

4.10.3 Utilize electronic data management tools and processes to provide CM status accounting for control and tracking of processes, requirements, assets, and hardware and software design products.

4.10.4 Operate the Change Request (CR), Change Evaluation (CE), Directive, and Action processes. This includes a closed-loop process for electronic distribution, logging, tracking, and archiving for those products.

4.10.5 Assign document numbers, distribute published documents, ensure compliance to document control procedures and standards, and maintain objective evidence of document approval by proper authority.

4.10.6 Consolidate organizational change evaluations.

4.10.7 Prepare/distribute meeting agendas electronically, schedule meeting rooms and related facilities including video and telecommunications services, security processing of meeting visitors, and provide electronic minutes and related meeting materials. Provide real time meeting support and tracking of action items for meetings defined by work package or by task order.

IT Business and Investment Management The Contractor shall:

4.11.1 Provide management, maintenance, and execution of IT Investment Management.

4.11.2 Maintain up to date knowledge in the field of IT Portfolio Management (PfM). The

Contractor shall determine training gaps that shall be addressed for government staff, develop training content and related materials, and deliver training to government and contractor staff.

4.11.3 Provide CPIC Support in accordance with Government schedules, to include a comprehensive and detailed report of all Contractor-planned and actual contract IT expenditures (labor and materials) in support of an annual OMB data call. Details of reporting requirements for this task may be found in DRD MA-05, IT CPIC. The Contractor shall provide CPIC data which is consistent with the Financial Reporting as defined in Section 3.6 of this PWS.

4.11.4 Support the IT Portfolio Management process.

4.11.5 Review the current IT Portfolio Framework and make recommendations to support the continuous development and maturity of the OCIO Portfolio Plan

4.11.6 Provide IT Business Management support as required by customers.

IT Acquisition Management (ITAM) The OCIO is responsible for ensuring compliance with the Federal Information Technology Acquisition Reform Act (FITARA), to include meeting Section 508, IPv6, IT Security, and Supply Chain Risk Management requirements. In support of the OCIO, The Contractor shall:

4.12.1 Provide operational support for the Supply Chain Risk Management (SCRM) process in support of NASA’s Supply Chain Risk Management program. Research hardware and software country of origin, and company affiliations, and complete Covered Article and Technology Supply Chain Assessment needed (CATSCAN) forms. The CATSCAN RITM# shall be maintained in the appropriate systems of record.

4.12.2 Review for accuracy all IT PRs to ensure the PRs are completed properly, verifying proper IT material groups are used, appropriate waivers and ITAM authorization numbers are included in the PR header as applicable.

4.12.3 Ensure OCIO leadership reviews all IT PRs for new hardware, software, or IT services as needed.

4.12.4 Provide guidance and review of PRs to team members regarding the appropriate completion of IT PRs, including Section 2 of the accompanying NF1707, and advise team members of any corrections that may be required prior to civil servant review/approval.

4.12.5 Support new and current Center and Agency procurement consolidation efforts in accordance with NFS 1807.70, requiring the mandatory use of the Enterprise License Management Team (ELMT) at the NSSC.

4.12.6 Gather data as needed to respond to ELMT data calls and software manufacturer license audits.

4.12.7 Support the annual verification of product requirements and coordinate the collection of customer funding as needed.

4.12.8 Request vendor quotes as needed and prepare or update procurement documentation for PR submission.

4.12.9 Submit PRs for consolidated requirements and coordinate with the IT Procurement Office and/or NSSC Procurement (ELMT/SAT) to ensure timely completion of all consolidated procurements.

4.12.10Track changes in software requirements that may become known throughout the year (e.g., new licenses purchased, or license transferred).

4.12.11Assist customers in the purchase of new licenses or transfer of existing licenses as required.

4.12.12Provide guidance to customers about the status of consolidated procurements, requirements of NFS 1807.70, and provide other assistance as requested. All procurement consolidation information shall be posted to the ITAM Team workspace and made accessible to others requiring access.

4.12.13Process all OCIO commercial procurements and IT procurement requests submitted in the IT Acquisition and IT Authorization Applications.

4.12.14Coordinate and track the procurements using the methodology (System, Spreadsheet, etc.) to be provided the Government. Any tracker maintained outside the applications shall be posted to the ITAM Team workspace and made accessible by other persons with a need to know.

4.12.15Respond to vendor and Office of Procurement (OP) inquiries regarding IT procurements.

4.12.16Provide post-award support to customers as needed and coordinate confirmation of goods receipt as needed.

4.12.17Develop and provide and content management of additional websites or applications as requested by the ITAM Lead.

Software License Management The Agency Software Manager (ASM) is charged with ensuring software is being procured, deployed, and managed in compliance with all license agreements. In support of the ASM and Center Software Managers, The Contractor shall:

4.13.1 Maintain knowledge and understanding of industry Software Asset Management (SAM) best practices, providing input and recommendations for tools, processes, and governance to be implemented at NASA through all lifecycle phases: 1) Planning and Strategic Sourcing, 2) Request & Requisition, 3) Procurement, 4) Reception and Deployment, 5) Management and Maintenance, 6) Retirement and Re-use, and 7) Disposal.

4.13.2 Collect and maintain software license inventory and license contractual information in collaboration with the Agency IT Acquisition Management (ITAM) team, IT Procurement Office, Agency Software Manager (ASM), and Enterprise License Management Team (ELMT).

4.13.3 Interface with the OCIO Workspace and Collaboration Service Line as needed to coordinate the deployment or removal of software.

4.13.4 Assess current software usage and provide recommendations for optimization and cost reduction where possible.

4.13.5 Gather and analyze historical data for internal or external audits.

Platform and CoE Governance NASA has initiated enterprise platform licensing and service management consolidation.

NASA has centralized license acquisition through its Enterprise License Management Team (ELMT) and worked to develop requirements and recommendations for implementing a NASA Center of Excellence (CoE) inclusive of an overall governance structure and a service delivery model. The NASA Enterprise Platform Management Team (EPMT) will serve as the primary system of engagement for all NASA platform related initiatives and projects.

Platform-specific CoEs will serve as the primary system of engagement for all platform-related initiatives and projects. The Contractor shall:

4.14.1 Provide the expertise to support the Agency’s Service Platforms CoE, with a full spectrum of professional services including:

4.14.1.1 Enterprise Management and CoE Governance

4.14.1.2 Business Needs and Architecture

4.14.1.3 Platform Management and O&M

4.14.1.4 Release and Deployment Management

4.14.2 Work with OCIO to advance the support and operations of a successful NASA Service

Platform CoE.

4.14.3 Coordinate with the OCIO and service lines’ incumbent Contractor to transfer knowledge to ensure a smooth transition.

4.14.4 Provide architects and administrators who can consult on topics such as maintaining governance, technical expertise, customization, cost models and best practices.

4.14.5 Manage the overall vision, goals, and objectives for NASA’s different Platform CoEs.

4.14.6 Provide consultation and process document maintenance for Configuration, Customization, Organization Strategies, best practices and standards.

4.14.7 Conduct CoE…