88310320Q00115 VSS Enclosures 1-7 FINAL.docx

ENCLOSURE 1

SCHEDULE OF PRICES

1. SERVICES TO BE FURNISHED

(a) The purpose of this contract is to obtain operations and maintenance and hosting for the Agency’s Visitor Services System (VSS) and to ensure consistency and automation of the reporting of attendance and sales data; simplifying financial processing; simplifying operations and maintenance of the system; and making visiting any Presidential Library as convenient as possible for the public. All work must be performed in accordance with the terms and conditions of this contract as firm-fixed price, except for the Bill of Material (BOM). NARA may require that the VSS be deployed at additional Presidential Libraries and/or that additional functionality be deployed at Presidential Libraries that are currently only using partial functionality.

(i) Firm-Fixed Price (FFP). The Contractor is required to furnish all the work that can be identified in advance, in both sufficient detail and quantities, and for which a fair and reasonable price can be obtained. The FFP must include the fully burdened cost for delivering the services required by this contract. All work in the Performance Work Statement (PWS) is considered firm-fixed price work, except for Bill of Materials.

(ii) Bill of Materials. The Contractor shall be required to assess the needs of each Presidential Library and Museum and furnish a Bill of Materials for the peripheral equipment identified in the Performance Work Statement (PWS), including kiosks if required by NARA. The Government is not obligated to pay for any new hardware under this contract unless it is supplied for work under this Contract and in accordance with the Contract’s terms and conditions. The NTE amount listed is the maximum amount, in the performance period, the Government has reserved for the Bill of Materials. Should the Contractor exceed this amount in the performance of work under this contract, it does so at its own risk.

2. PRICING OF BASE YEAR

(a) Fixed Price Services.

(i) The Contractor must identify the base year “Fixed Unit Price” and “Total Price” for the services described in Paragraph 4, Schedule of Prices.

(A) The “Fixed Unit Price” for CLINs 0001 and 0002 must be the Contractor’s total fixed price per “Month” for the services identified.

(B) The “Total Price” for each separately priced CLIN must be the “Fixed Unit Price” multiplied by the Quantity (QTY) to equal the total fixed price for each CLIN.

(b) Total Base Year Price. The “Total Base Year Price” is the sum of the “Total Price” of each separately priced CLIN and the not-to-exceed prices for Bill of Materials.

3. PRICING OF OPTION YEARS

(a) Option years will be priced using the procedure for pricing the contract base year for each separately priced CLIN. The “Total Price” must be the identified “Quantity” multiplied by the “Fixed Unit Price”.

(d) Total Option Year Price. The “Total Option Year Price” for each Option Year is the sum of the “Total Prices” for each separately priced CLIN and the not-to-exceed amount for the Bill of Materials.

4. SCHEDULE OF PRICES

(a) In accordance with this contract, the Contractor must provide all management, supervision, labor, materials, supplies, transportation, and equipment described herein (except as specified to be furnished by the Government in the PWS), and must plan, schedule, coordinate, and ensure effective performance.

(b) For CLINs 0001; 0002; 0009; 0010; 0017; 0018; 0025; 0026; 0025; 0033; and 0034 insert the fixed unit prices quoted for each “Month”, as applicable. For evaluation purposes, the total price for each of these CLINs will be determined by multiplying the Quantity by the Fixed Unit Price.

(c) NARA has included not-to-exceed amounts in CLINs 0003; 0004; 0005; 0011; 0012; 0013; 0019; 0020; 0021; 0027; 0028; 0029; 0035; 0036; and 0037. For evaluation purposes, the “Total Price” for these CLINs are the total not-to-exceed amounts.

(e) The “Total Price” for each performance year will be determined by adding the individual CLIN prices for each year. The “Total Contract Price” will be determined by summing the yearly Total Prices.

NOTE: The Contractor must separately identify and explain known ODCs (e.g. subcontract, applicable material, parts, etc.), if applicable, for all separately priced CLINs. The Government reserves the right to not pay for ODCs which, are not clearly identified and explained in the Contractor’s quotation. The Government does not guarantee that ODCs will be included in the resulting contract.

CLIN = Contract Line Item Number; IAW = In accordance with; Mo. = Month; NSP = Not Separately Priced; and NTE = Not to Exceed.

Base Year: Months 1-12

NTE

NTE

NTE

Option Year I: Months 13-24

NTE

NTE

NTE

Option Year II: Months 25-36

NTE

NTE

NTE

Option Year III: Months 37-48

NTE

NTE

NTE

Option Year IV: Months 49-60

NTE

NTE

NTE

ENCLOSURE 2

PERFORAMNCE WORK STATEMENT (PWS)

1.0 BACKGROUND

1.1 The National Archives and Records Administration (NARA) serves American democracy by safeguarding and preserving the records of our Government, ensuring that people can discover, use, and learn from this documentary heritage. NARA ensures ready access to essential evidence that documents the rights of American citizens, the actions of Federal officials, and the national experience. The agency meets thousands of information needs daily, ensuring access to records on which the entitlements of citizens, the credibility of government, and the accuracy of history depend.

1.2 NARA through its Office of Presidential Libraries (LP), administers the Presidential Library system, which is currently composed of 14 Presidential Libraries and Museums (referenced throughout as either Presidential Library(ies) and Museum(s) or Presidential Library(ies). A Presidential Library is added following the end of an Administration. Presidential Libraries are not libraries in the usual sense. They are archives and museums, bringing together in one place the documents and artifacts of a President and his administration and presenting them to the public for study and discussion without regard for political considerations or affiliations.

1.3 The following Presidential Libraries comprise NARA’s current Presidential Library system:

· Herbert Hoover Presidential Library, West Branch, IA

· Franklin D. Roosevelt Presidential Library, Hyde Park, NY

· Harry S. Truman Presidential Library, Independence, MO

· Dwight D. Eisenhower Presidential Library, Abilene, KS

· John F. Kennedy Presidential Library, Boston, MA

· Lyndon B. Johnson Presidential Library, Austin, TX

· Richard Nixon Presidential Library, Yorba Linda, CA

· Gerald R. Ford Presidential Library and Museum[footnoteRef:1] [1: The Ford Presidential Library and Museum has two campuses, but one configuration. ]

· Library – Ann Arbor, MI

· Museum – Grand Rapids, MI

· Jimmy Carter Presidential Library, Atlanta, GA

· Ronald Reagan Presidential Library, Simi Valley, CA

· George Bush Presidential Library, College Station, TX

· William J. Clinton Presidential Library, Little Rock, AR

· George W. Bush Presidential Library, Dallas, TX

· Barack Obama Presidential Library, Hoffman Estates, IL (temporary location)

1.4 The current ACME system supports online ticketing, and NARA is currently in the process of deploying this functionality at various Libraries. NARA currently uses a cloud-hosted software as a service (SaaS) ticketing and resource management solution. The SaaS application includes tenants for thirteen of fourteen current Presidential Libraries and Museums.

1.4.1 Eight (8) Libraries use the system to support onsite ticket sales, handled through a “box office” model where NARA personnel handle the transactions at a point of sale system:

· Herbert Hoover Presidential Library, West Branch, IA

· Franklin D. Roosevelt Presidential Library, Hyde Park, NY

· Harry S. Truman Presidential Library, Independence, MO

· Dwight D. Eisenhower Presidential Library, Abilene, KS

· John F. Kennedy Presidential Library, Boston, MA

· Gerald R. Ford Presidential Museum

· Jimmy Carter Presidential Library

· George H.W. Bush Presidential Library

1.4.2 The remaining Presidential Libraries that do not use the Point of Sale (POS) front-end, use the system to collect information for statistical review. In addition, these Libraries currently use the functionality to reserve school groups and other group tours at each Presidential Library and Museum across the country and manage facility rentals and equipment reservations for those rentals.

1.5 Reliable visitor data is essential to effective administration of the current Presidential Libraries and for planning future libraries. Annual attendance included in NARA's Annual Report and frequently requested by the media, is a key indicator for exhibit and education/public program efforts. Museum admissions proceeds are the key source of revenue for Trust Fund operations in the Libraries. Among other uses, Trust Fund revenue supports Presidential Libraries’ exhibits and outreach programs.

2.0 SCOPE

2.1 NARA currently has a ticketing, admission, visitor and event management system that integrates onsite and online sales, individual and group reservations, resource management and reporting into a single, user friendly, system. The current system is a single, integrated Visitor Services System (VSS), which ensures consistency and automation of the reporting of attendance and sales data; simplifies financial processing; simplifies operations and maintenance of the system; and makes visiting any Presidential Library as convenient as possible for the public.

2.2 NARA requires the Contractor to host and operate and maintain the current Commercial Off-the-Shelf (COTS) VSS, which is scalable; cloud-hosted; capable of meeting NARA’s needs with minimal integration and configuration modifications; and does not require significant changes to business processes or employee workflows. NARA requires the Contractor to continue providing services for the existing system, including, but not limited to:

2.2.1 Operations and maintenance;

2.2.2 System and data hosting;

2.2.3 Deploying online ticketing to presidential libraries, as requested;

2.2.4 Adding or removing onsite sale functionalities at Presidential Libraries, as directed;

2.2.5 Adding any new presidential libraries to the system, upon request;

2.2.6 Integrating onsite kiosks with the existing or new VSS tenants as requested;

2.2.6 Refresher training of the NARA internal users, as needed; and

2.2.7 Deploying upgrades and enhancements to the system.

2.3 The Contractor must work in collaboration with NARA. The main point of contact will be the Contracting Officer’s Representative (COR). The Contractor will be required to coordinate with NARA’s Information Services staff, Presidential Library staff, Acquisitions staff and Office of Innovation staff (online ticketing and website registration). Additionally, the following external (non-NARA) stakeholders will play an important role:

· Hoover Presidential Foundation

· Roosevelt Institute

· Truman Library Institute

· Eisenhower Foundation

· John F. Kennedy Library Foundation

· Lyndon Baines Johnson Foundation

· Richard Nixon Foundation

· Gerald R. Ford Presidential Foundation

· The Carter Center

· Ronald Reagan Presidential Library Foundation

· George Bush Presidential Library Foundation

· Clinton Foundation

· George W. Bush Presidential Center

· The general public (museum visitors, customers)

2.4 Definition of Users: For this contract, the following definitions are applicable to each of the various system user populations, in order to distinguish the user populations from each other.

2.4.1 “Internal users” means any NARA staff, contractor, volunteer, Foundation or Institute official, or other person approved by NARA to test the system, sell tickets, take tickets, schedule resources, sell inventory, register event attendees, generate reports or otherwise administer the VSS.

2.4.2 “Customers” means any person purchasing tickets for museum admission and/or events, registering for events or purchasing retail items.

2.4.3 The only exception to the definition of “Customer” is “Customer Acceptance Testing”. Within this contract, “Customer Acceptance Testing” means testing conducted by “Internal Users” and/or other NARA personnel for the purposes of inspection and acceptance.

2.4.4 “All users” means both internal users and customers.

3.0 PROJECT MANAGEMENT

3.1 Kick-Off Meeting. The Contractor shall participate in a post-award kickoff meeting scheduled by either the Contracting Officer (CO) or the Contracting Officer Representative (COR) no later than September 30, 2020 with a follow up meeting within five (5) business days of award.

3.1.1 The meetings shall be conducted via teleconference.

3.1.2 The Contractor shall be responsible for creating the agenda and documenting meeting minutes. These meeting minutes shall be delivered to the COR no later than two (2) business days after the meeting is held.

3.1.3 The purpose of these meetings are to ensure mutual understanding of critical components of the work and to introduce team members to key personnel.

3.2 Performance Degradation/Unplanned Outage Notifications. The Contractor shall send an email to the VSS team (COR, VSS Administrators, and LP) within one (1) hour after it discovers an outage of its SaaS or any related component provided by the Contractor which prevents users from accessing or using the VSS.

3.2.1 Upon restoration of services, the Contractor shall notify the VSS team immediately. Within two (2) business days of incident resolution, the Contractor shall provide an incident report. The report shall address the following:

3.2.1.1 Summary of the incident;

3.3.1.2 Duration of the outage;

3.2.1.3 Root cause;

3.2.1.4 Resolution; and

3.2.1.5 Proposed mitigation against future outages.

3.3 Weekly Status Reports. The Contractor’s project manager shall conduct Weekly Status meetings with NARA.

3.3.1 During these meetings, the Contractor’s project manager shall report to NARA, the following:

3.3.1.1 System status;

3.3.1.2 Action item log status;

3.3.1.3 Issues log status;

3.3.1.4 System availability metrics;

3.3.1.5 Ticket coverage performance review (to show turn-time for each level of support and review of any outliers);

3.3.1.6 System downtime; and

3.3.1.7 Risk management (risk register) status.

3.3.2 For each Weekly meeting, the Contractor shall write and submit the agenda, one (1) business day in advance of the meeting. Additionally, the Contractor shall record and distribute, the meeting minutes, which address the substance of the meeting, action items, and individual(s) assigned to the action items within three (3) business days after the meeting.

3.4 Meetings. The Contractor shall participate in ad hoc meetings as necessary for the execution of this PWS. If the Contractor requires or needs particular NARA personnel present, the Contractor shall request that directly through the COR.

3.5 Release Schedule

3.5.1 The Contractor shall develop a release schedule to document and track all upcoming releases for the VSS system. The schedule will include at a minimum:

3.5.1.2 All tasks to be completed;

3.5.1.3 Start/end dates;

3.5.1.4 Resources;

3.5.1.5 Dependencies;

3.5.1.6 Federal holidays; and

3.5.1.7 Deliverables.

3.5.2 The release schedule shall be submitted ten (10) business days after the kick-off meeting to the COR for review and acceptance.

3.5.3 The final schedule shall be due ten (10) business days after receipt of the review comments from the COR.

3.5.4 The Contractor shall provide updates to the release schedule when tasks change.

3.5.5 The release schedule shall adhere to the NARA IT Project Management schedule template and must be in Microsoft Project (MPP), (Auto Schedule mode) format. The schedule must include:

3.5.5.1 Task Name;

3.5.5.2 Duration;

3.5.5.3 Percent Complete;

3.5.5.3 Baseline Start;

3.5.5.4 Start;

3.5.5.5 NARA Actual Start;

3.5.5.6 Baseline Finish;

3.5.5.7 Finish;

3.5.5.8 NARA Actual Finish;

3.5.5.9 Predecessors; and

3.5.5.10 Resource names.

3.5.6 These SDLC activities include:

3.5.6.1 Requirements Stage Gate review and approval;

3.5.6.2 Design Stage Gate review and approval;

3.5.6.3 User Acceptance/ Test Stage Gate review and approval;

3.5.6.4 Security Stage Gate review and approval; and

3.5.6.5 Project Change Control Advisory Board (CCB) review and approval.

3.5.7 High-level milestone schedule of Contractor activities required to complete and deliver VSS releases. All NARA dependencies must be clearly identified.

3.6 Monthly Status Reports

3.6.1 The Contractor shall provide monthly status report by the first (1st) business day of each month. The monthly status report shall include, at a minimum, the following program and financial information for each month performed under this contract. Monthly Status Reports shall contain at a minimum:

3.6.1.1 Summary of Major Programs/Policies/Support including current status and next steps;

3.6.1.2 Minor/Major releases;

3.6.1.3 Notable Company Updates;

3.6.1.4 Product support incidents;

3.6.1.5 Significant Project Milestones (Next Three Months);

3.6.1.6 Current Factors Impacting Schedule & Remediation;

3.6.1.7 Tasks accomplished within the previous month, progress towards completion of the scheduled tasks, and deliverables submitted;

3.6.1.8 Updated release schedule as described in section 3.5;

3.6.1.9 Planned activities for the current month and dependencies on completing those tasks;

3.6.1.10 Any problems, issues, or explanations of schedule slippages, in the previous month, to include recommendations on remediation of those issues, plan for recovery from the schedule slippage, and potential impact to the timely delivery of services within acceptable quality standards;

3.6.1.11 Device status for each point of sale device including, operating system patches or updates required, current operating system version, and point of sale application version;

3.6.1.12 Back office application version report.

3.6.2 Risk Register. The Contractor shall provide a risk register on the first (1st) business day of each month. The risk register must document any projected or actual risks to successful performance of services, to include the remediation or mitigation of those risks, as they arise. The Risk Register shall document

3.6.2.1 Risk Title and Description;

3.6.2.2 Date Identified and Entered;

3.6.2.3 Risk Owner;

3.6.2.4 Risk Statement (If-Then with Condition and Consequence);

3.6.2.5 Risk Probability (1-5);

3.6.2.6 Risk Impact (1-5);

3.6.2.7 Risk Value;

3.6.2.8 Risk Mitigation;

3.6.2.9 Risk Contingency;

3.6.2.10 Risk Status; and

3.6.2.11 Plan of Action and Milestones (POAM) number, if required.

4.0 REQUIRED SERVICES

4.1 Operations and Maintenance Support. Service Desk Support. The Contractor shall provide service desk support to internal users, both online and via telephone. The Service Desk shall provide one phone number and website uniform resource locator (URL) for internal users. Service shall include, but not be limited to assistance with:

4.1.1 Technical questions associated with internal user configuration;

4.1.2 Resolution of technical problems; and

4.1.3 Other system functionality questions, regardless of complexity and tier of support required to remediate or assist.

4.1.4 The Contractor should plan to provide support to internal users with disabilities and be prepared with strategies for doing so.

4.1.5 Service Desk support shall be provided for internal users from 8:00 AM ET through 10:00 PM ET, seven (7) days a week.

4.1.5.1 The Contractor shall answer 95% of the calls received within 2 minutes.

4.1.5.2 The Contractor shall resolve all minor incidents, those that affect one (1) internal user (e.g. login error, user account password resets, etc.), within 2 hours of the incident being reported.

4.1.5.3 The Contractor shall provide fixes or alternative workarounds, as appropriate, for major incidents, those that affect two (2) or more internal users (e.g. unplanned or temporary interruption of service or disruption of core software functionality), reported within four (4) hours.

4.1.5.4 Written follow-up to NARA of incident and resolution must be provided by the Contractor within eight (8) hours for major incidents.

4.1.5.5 All problems shall be analyzed and a proposed resolution provided to the COR for approval.

4.1.5.6 The Contractor shall also provide ongoing consulting services on best practices for use of the software and recommendations on business process improvements.

4.1.5.7 The point of sale application must be maintained and updated by the Contractor.

4.2 System Hosting 3

4.2.1 The system shall be hosted through a Cloud Service Provider (CSP) infrastructure-as-a-service (IaaS) that is FEDRAMP authorized at the moderate impact level as listed on the official FedRAMP site (https://www.fedramp.gov/marketplace/).

4.2.2 The Contractor will be the stewards of the data and systems in its cloud, but ultimately the data belongs to NARA. The Contractor shall ensure that NARA can seamlessly transition that data to and from the Contractor’s cloud infrastructure as efficiently, simply, and as cost effectively as possible.

4.2.3 The Contractor’s cloud solution must use industry standard virtual machine configurations that can be ported to other cloud environments either by direct import or through commercially available conversion tools. The hosted system must:

4.2.3.1 Be established in NARA’s name;

4.2.3.2 Allow for all the transfer of all operations and maintenance and system administration activities to another Contractor within five (5) business days’ written notice from the COR; and

4.2.3.3 The system must be transferable to another cloud provider within 10 business days’ written notice from the COR.

4.2.4 The Contractor must cooperate with and assist NARA or its contractor(s) as needed to ensure an efficient and complete transfer of data in the native and/or open format (e.g. CSV, XML) as requested by NARA, from the hosted system to another system, whether cloud hosted or onsite at NARA.

4.2.5 NARA currently uses username and password authentication via Lightweight Directory Access Protocol (LDAP) that is tied to a Novell eDirectory account. This hosting service shall integrate seamlessly with NARA’s LDAP to allow for internal user authentication.

4.3 Systems Administration

4.3.1 The Contractor must ensure appropriate backup, security, and recovery of the system and its associated data. Current versions of the software must be maintained across all sites, to include patch updates or upgrades. Upon initial installation of software updates and patches, remaining facilities will be brought current within five (5) business days.

4.3.2 Systems Administration Support shall include troubleshooting of the VSS application and its environment including troubleshooting and evaluating the expected input and output of external software components that are tied into the VSS application.

4.3.3 The system shall not require a dedicated, onsite, IT professional for proper operation.

4.3.4 Any updates and upgrades made by the Contractor to its COTS product shall be made available to NARA. NARA reserves the right to incorporate enhanced functionalities or features as they become available. Any changes to the VSS must be made in accordance with PWS paragraph 4.4.

4.4 Change and Configuration Management Support

4.4.1 The Contractor shall attend the Change Control Board (CCB) meetings and respond to the questions as needed.

4.4.2 The Contractor shall adhere to NARA’s documented policies and procedures related to configuration management and shall follow a VSS Configuration Management Plan (CMP)

4.4.3 The Contractor shall follow NARA’s CM guidance, procedures, and standards to identify project configuration items (CIs) to establish, maintain, and retrieve project baselines. The Contractor shall develop and update the following documents to maintain baselines and to provide critical information about project CIs, and controlled CM work products:

4.4.4 Any other document that may be needed for the release to be deployed to production.

4.4.7 NARA will provide templates, as necessary.

4.4.8 The Contractor shall provide all appropriate Operations and Maintenance Standard Operating Procedures (SOPs) as requested by COR.

4.5 System Configuration, Installation, and Deployment

4.5.1 In the event NARA requires the deployment of current functionality to an existing library or the addition of a new Presidential Library to the system, the Contractor shall perform all services necessary to configure, install, and deploy the system or particular functionalities, as directed by NARA. The COTS software must be installed, integrated and optimized with system servers/cloud environment and NARA’s IT architecture.

4.5.2 The Contractor shall develop a high level Concept of Deployment paper that describes in business terms how it will deploy the system to the business environment and integrate with existing business procedures and staff.

4.5.3 The Contractor shall conduct a pre-deployment consultation with the COR and relevant stakeholders before deploying and configuring the system at individual libraries. How far in advance of deployment the meeting is held will vary according to the individual Presidential Library and Museums’ business processes, existing data, required functionality and needed user interface (UI) configurations. The consultation shall address but not be limited to:

4.5.3.1 Site readiness;

4.5.3.2 Onsite hardware delivery due dates and placement of hardware;

4.5.3.3 Site specific UI configurations;

4.5.3.4 Existing ticket categories and museum inventory; and

4.5.4 Configurations may include the re-purposing of unused data fields as needed at each library. Configurations shall also include refinements to pick lists, and user help features to support NARA data standards; defining/customizing selected pre-built queries and/or reports, and other refinements to prepare the base application for NARA system-wide use.

4.5.5 The Contractor must provide the NARA VSS System Owner (SO) and any other authorized staff the necessary hands-on instruction and login authorities and/or work with the SO to execute system-wide security and authority settings, and to customize screen-accessible help features to meet NARA data standards and interface requirements (including interfaces with NARA’s systems).

4.5.6 In consultation with NARA, the Contractor shall create a Deployment Plan that ensures maximum efficiency of resources necessary to execute a rapid implementation within the quality and cost constraints of this system. The plan must address the Contractor’s plan for:

4.5.6.1 Setup, configuration, and integration of the hosted system with NARA’s systems and business processes;

4.5.6.2 Installation procedures that specify how to install the new hardware and software components;

4.5.6.3 Site preparation, installation, configuration, and training for all internal users; and

4.5.6.4 Roll-back procedures for the operational environment to the installation starting point.

4.5.7 The first phase of deployment must include three (3) sites to allow the Contractor and NARA an opportunity to assess, collaboratively, the efficacy of the deployment, gather lessons learned, and determine the most efficient approach for completing the deployment at all Presidential Libraries and Museums.

4.5.8 The Contractor shall be onsite at each Presidential Library and Museum that will deploy the point-of-sale system during deployment. NARA and the Contractor will review system documentation, Deployment Plan, Standard Operating Procedures (SOPs), and training materials in order to identify and complete any needed adjustments prior to further roll out of the application. Deployment and training for Libraries who will only use the back-end for statistical reporting may be managed remotely.

4.6 System Design Updates and Deployment

4.6.1 In the event NARA requires the deployment of current functionality to an existing library or the addition of a new Presidential Library to the system, the Contractor shall update the System Design Document (SDD) describing the system architecture. This document must have a diagram or diagrams, with text or textual documents that describe the diagrams. At a minimum, the SDD shall address the following:

4.6.1.1 Structure and relationships between components of the system;

4.6.1.2 System design constraints;

4.6.1.3 System human interfaces (input and output);

4.6.1.4 Interfaces with internal and external systems;

4.6.1.5 Functional requirements that the COTS product and other system components meet;

4.6.1.6 Data export (and import if relevant) mechanisms, API, or SOP as appropriate;

4.6.1.7 The level of network support required.

4.6.2 The Contractor shall facilitate peer review sessions with NARA to understand, refine and decompose the requirements, as needed, to ensure they are clear and testable. After which the Contractor shall deliver an updated Requirements Document for final approval. The Contractor shall also update the Requirement Traceability Matrix (RTM) to demonstrate the traceability between the requirements and software configuration items.

4.6.3 The system architecture shall, at a minimum include four (4) environments to facilitate design and hosting services throughout the duration of this contract: Development environment, System Integration Test environment (SIT), Customer Acceptance Test (CAT) environment, and Production environment.

4.6.4 The Contractor shall be responsible for ensuring that these environments are available on an as needed basis to limit the operational costs of the system

4.7 Transition-Out Data Migration Support

In the event NARA replaces the current system, in the future, NARA will require the Vendor to provide transition-out data migration support to NARA and a successor contractor.

4.7.1 The Contractor shall support the migration of data from the current system into any new successor system, as directed by NARA. The current system holds approximately one-hundred (100) GB of data across all the libraries, including an aggregation of that data into a centralized database.

4.7.2 The Contractor shall provide a Data Mapping Document that shows the current data elements and fields based on the current schema and tables to NARA.

4.7.3 The Contractor must alert NARA to areas where legacy data will need reconfiguration, such as combined field assignments, areas where links may be un-retainable, or if to the best of the Contractor’s knowledge, any data truncation, corruption, or loss is likely, and/or what follow-up manual data entry or clean-up will be needed. The Contractor is responsible for full documentation of the current data quality.

4.7.4 The Contractor shall provide a Logical Data Model. The logical data model should be normalized to at least the third normal form and must contain the logical names of entities and fields (elements), their format and lengths, along with their relationships to one another.

4.7.5 The Contractor shall also provide a Physical Data Model that contains physical names of entities and fields (elements) and how that data is stored; and provide a Data Dictionary containing logical and physical names, definitions, formats, lengths, and required fields.

4.8 Training

4.8.1 The Contractor shall make refresher / new user training available online for internal users, throughout the term of the contract.

4.8.2 The Contractor shall develop and make available to all internal users a Quick Reference Guide and a comprehensive User’s Manual to include instructions for effective and efficient operation of the system.

4.8.2.1 The User’s Manual shall be made available on-line and for download and printing.

4.8.2.2 The manual shall be completed and available for use during user training and will become the property of the Government upon completion of the training class.

4.8.3 The Contractor shall update the User’s Manual and Quick Reference Guide concurrently with changes to the capabilities, functionality, and technology of the system. Updates must be provided prior to initial phase-in and go-live on subsequent deployments of free releases to the software, which result in significant changes to the software functionality.

4.8.4 The Contractor shall submit a Training Plan. The Training Plan will detail the Contractor’s approach for providing both initial and refresher/new user training to internal users. The Contractor shall provide periodic updates to the Training Plan throughout contract performance should technology or programmatic changes necessitate a revised training approach.

4.9 Changes to Library Deployments of the System and New Libraries.

NARA requires the Contractor to provide system configuration and setup support for the addition of point of sale (POS) or online ticketing to presidential library(ies) currently not using those services, as directed by NARA. In the event NARA adds a new Presidential library to the system, the Contractor shall provide all support necessary to add that Presidential library to the VSS system.

5.0 FUNCTIONAL REQUIREMENTS

The Contractor shall ensure that the current VSS system continues to meet the requirements described herein.

5.1 Sales

5.1.1 NARA requires multiple platforms to be available for customers to be able to purchase and obtain tickets: onsite box office point of sale; an option for onsite kiosks at a Library’s request; online through the customers’ personal computers; and online through the customers’ mobile devices. The system must be accessible on all four platforms and each platform shall be able to interface with all others.

5.1.2 NARA requires the functionalities of these systems to provide each Presidential Library and Museum the ability to configure the user experience and data field constraints based on each individual Presidential Library and Museum’s logos, colors, sale categories, ticket prices, and other fields. Furthermore, the system shall display the available museum entry times to all users during purchase.

5.1.3 The system shall enable transactions for the customers to purchase and obtain admission tickets. Each transaction shall have a unique identifier such as an order/transaction number. Each ticket shall display the ticket category (such as “senior,” “adult,” “military,” etc.) and the unique identifier which is a Quick Recovery (QR) code. Customers shall be able to include add-on items with their ticket purchase, such as audio tours and brochures. The system shall allow all users to purchase tickets (admissions and events) for multiple visitor categories within one transaction.

5.1.4 The system shall allow all users to apply discounts to ticket prices from sales, promotions, and memberships. The system shall allow the creation, management, and purchase of timed-entry tickets, and facilitate group sales.

5.1.5 The system shall allow internal users to alter ticket prices and apply single dates or date ranges to changes in ticket prices. Additionally, the system shall allow internal users to look up ticket sales across all platforms after purchase and be able to print the ticket and the associated QR code.

5.1.6 All sales platforms shall be able to accept and process VISA, MasterCard, Discover, and American Express credit cards. Additionally, the box office point of sale shall be able to accept cash or check.

5.1.7 The system shall send an email confirmation of purchases to the customer for transactions, which are initiated by the customer online through either the customer’s personal computer or mobile device. The email confirmation shall include the order/transaction number and printable ticket with a QR code.

5.1.8 The system shall enable customers to look up their prior online ticket purchases at onsite kiosks and online using their email address and/or order/transaction number, and to print tickets with the QR code. This function shall not require customer accounts to function.

5.1.9 The system shall allow all users the ability to make group reservations.

5.1.10 The system shall notify internal users of group reservations.

5.2 Box Office Point of Sale

5.2.1 The system shall maintain a link amongst available data such as the order/transaction number, the tickets sold, customer information, method of purchase, and credit card information for all online and onsite purchases. Online ticket sale lookup shall be available by using the available data.

5.2.2 The system shall allow internal users to scan in tickets via QR code.

5.2.3 The system shall enable internal users to be able to manually enter and/or edit data on all transactions, including all ticket sales with the associated order/transaction number and credit card information.

5.2.4 Internal users shall also be able to scan in promotional coupons at the Box Office point of sale.

5.2.5 The box office point of sale, onsite hardware, and user interface shall have and be optimized for touch screen.

5.3 Option for Self- Service Kiosks

5.3.1 The system application shall include an option for deployment of onsite self-service kiosks, through application programming interface (API)s that enables customers to purchase and print tickets at the kiosk as well as find and print tickets previously purchased online. The kiosk APIs shall:

5.3.1.1 Be optimized for touch screen interface;

5.3.1.2 Enable customers to look up prior purchases by using available data such as order/transaction number or a customer’s email address or cell phone number;

5.3.1.3 Enable customers to scan in promotional coupons or enter promotional codes and apply such discounts to the transactions, as configured and approved by the internal users within the system; and

5.3.1.4 Be optimized for scanning tickets via QR code at the kiosks.

5.4 Online Sales

5.4.1 The system shall be optimized for use on web-based systems including personal computers and mobile devices (i.e., smart phones and tablets, at a minimum, both Android and iOS based) and the site will follow visual design requirements as set forth by NARA.

5.4.2 The customer interface shall be readable and usable on a variety of commercially available computers/laptops and mobile devices.

5.4.3 Updates (content, design, functionality, etc.) for online ticketing websites for each Presidential Library and Museum shall be optimized for smart phone and tablet experiences (mobile web) using responsive web design (RWD). Online interface must be section 508 compliant.

5.4.4 When designing the online sales platform, RWD shall be used with pinch-zoom capability enabled for mobile devices. A QR must be transmitted to the mobile device for display at the Library.

5.4.5 All online functionality shall be available through the mobile devices.

5.5 Event Scheduling, Reservations, and Resource Management

5.5.1 The system shall allow all users to register for events and purchase event tickets, across multiple platforms. To facilitate this function the system shall:

5.5.1.1 Enable users to register for an event for multiple visitor categories within one transaction;

5.5.1.2 Print event tickets; and

5.5.1.3 Assign unique identifiers for each event transaction.

5.5.2 The system shall allow internal users to scan in tickets via QR code and shall record and maintain event attendee data.

5.5.3 The system shall provide the capability for internal users to schedule an event, including creating, modifying and canceling an event. The system shall enable internal users to:

5.5.3.1 Apply single dates or date ranges to events;

5.5.3.2 View events in a calendar view;

5.5.3.3 Assign a maximum number of attendees for an event; and

5.5.3.4 Send event cancellation notification to registered attendees.

5.5.4 The system shall maintain an audit history of changes for an event. Data captured and reportable for events shall include, but not be limited to the following:

5.5.4.1 Description;

5.5.4.2 Room reservation;

5.5.4.3 Selecting and reserving equipment;

5.5.4.4 Maximum capacity;

5.5.4.5 List of attendees;

5.5.4.6 Customer information; and

5.5.4.7 Pricing.

5.5.5 The system shall allow internal users to manage staffing for events, including scheduling, adding, changing the staff and shifts for events.

5.5.6 The system shall enable the management (i.e. reservation, addition, changing, and deletion) of rooms by internal users, through the following functionalities:

5.5.6.1 Display of the list of rooms;

5.5.6.2 Display of the availability of rooms for reservations; and

5.5.6.3 Display of a list of available equipment by room.

5.5.7 The system shall provide the capability for internal users to input data manually and print forms and registrations for groups, workshops, tours and other Presidential Library and Museums’ activities.

5.5.8 The system-generated forms shall contain all or a portion of the line items for events (i.e. attendee list only). The system shall provide the capability for internal users to manage and customize forms.

5.5.9 The system shall enable internal users to process deposits for room and/or resource rentals, maintain records, generate invoices, and accept payment of outstanding balances.

5.6 Data Exporting, Reporting, and Management

5.6.1 Data Export. The system shall enable internal users to export data fields and the associated data to .doc, .docx, .xls, .xlsx, .csv, XML, .rtf and .pdf formats from individual Presidential Libraries and Museums and across all libraries. The system shall enable users to select fields to be exported with minimal steps or keystrokes.

5.6.2 Data Reporting. The system shall enable internal users to generate reports using all data fields and the associated data, including legacy migrated data, across libraries and within individual Libraries. The system shall enable internal users to export reports to .doc, .docx, .xls, .xlsx, .csv, XML, .rtf and .pdf formats.

5.6.2.1 The system shall generate pre-packaged (canned) reports as defined by NARA.

5.6.2.2 The system shall have the capability to create and generate ad-hoc reports using all data fields and associated data.

5.6.3 Data Management. The Data Management Plan must detail the Contractor’s technical approach for the maintenance, storage, cataloging, retrieval, segregation, back up, recovery, security, and safeguarding of all data. The Contractor shall maintain its Data Management Plan.

5.6.3.1 The plan must be updated at least annually and submitted to the COR for approval each year of contract performance.

5.6.3.2 Additionally, many factors, such as enhancements, changes to Government IT security requirements, etc. may necessitate interim updates to the Data Management Plan. The Contractor shall submit interim updates within thirty (30) days of receiving an official request, in writing, from the COR.

5.6.4 The system shall maintain an audit history of the transactions, event registration and resource (i.e. staff, and room) management, and other related data.

5.6.5 The Contractor shall update the data management plan to the extent necessary to reflect current system data requirements and configurations.

5.7 System Interfaces

5.7.1 The system shall provide the necessary interface for the transfer of sales transaction information to the back office financial accounting system, Microsoft Dynamics Great Plains (GP).

5.7.1.1 The real-time interface must be compatible with and optimized for the Microsoft Dynamics GP Application Programming Interface (API), eConnect, and Microsoft Message Queuing (MSMQ).

5.7.1.2 The system shall only submit transactions with a financial impact to the accounting system. Zero dollar transactions should not be sent.

5.7.1.3 The system shall utilize unique order numbers across all libraries or have the ability to preface the order number with the library name before sending the XML document to the accounting system.

5.7.1.4 The Contractor shall ensure that the XMLs sent should have a unique Label field that identifies the originating library and associated order number.

5.7.1.5 The system shall have the capability to send XML transactions to different database servers and databases per library.

5.7.1.6 The system shall utilize XML acknowledgements for reconciliation purposes between the provided system and Microsoft Dynamics GP.

5.7.1.7 The Contractor shall maintain automated nightly alerts to notify staff if there was a failure in the external integration or if the reconciliation of orders is inconsistent.

5.7.2 The Contractor shall maintain an Interface Summary Document that identifies all interfaces in the system, providing a general characterization of each interface in terms of communicating elements, information communicated, information assurance considerations, usage characteristics, and communication formats and protocols. This information must be included as a section within the System Design Document (SDD), see PWS paragraph 4.6.1.

5.7.3 The Contractor shall provide and update Interface Control Documents (ICDs) that specify the functional and technical characteristics of each interface to fully express the technical design of each interface. The ICDs shall reference the functional elements and requirements allocated to each interface design. Each interface must be documented in a unique ICD. This information can be included as a section within the System Design Document, see PWS paragraph 4.6.1.

5.8 User Interfaces

5.8.2 NARA requires a system with a flexible and/or customizable screen interface to enable its internal users to optimize screen designs to support current, local tasks and workflows, and save screen settings for future use.

5.8.3 The system shall provide the capability for internal users to arrange the icons displayed on the admissions desk touch screen monitor, including assigning functions to icons.

5.8.4 The system shall enable internal users to add, change, or configure the following:

5.8.4.1 Ticket design;

5.8.4.2 Ticket prices;

5.8.4.3 Ticket categories (e.g. senior, adult, child), including activating ticket categories and rendering selected categories inactivated;

5.8.4.4 Date range(s) for promotions and discounts;

5.8.4.5 Sale items (e.g. brochures, audio tours);

5.8.4.6 Discounts;

5.8.4.7 Promotion categories and related discount amounts;

5.8.4.8 Promotions and related discount amounts;

5.8.4.9 Schedule events and resources (personnel, facility spaces); and

5.8.4.10 Entry times, durations, and maximum number of visitors/attendees.

5.8.5 Each Presidential Library and Museum shall have its specific logo and color theme displayed for all users. The logo and color theme for each Presidential Library and Museum will be furnished by the COR, post award.

5.8.6 The Contractor shall include up to five (5) optional fields in the database for later configuration by NARA.

5.9 Search and Browse

5.9.1 The system shall provide the internal user the ability to browse and search keyword…