EBC_Draft_PWS.pdf

EBC PWS ATTACHMENT

Enterprise Business Collaboration (EBC)

PERFORMANCE WORK STATEMENT (PWS)

ATTACHMENT1

Department of Education Federal Student Aid

February 16, 2018

Table of Contents

1 INTRODUCTION 4

2 BACKGROUND 4

2.1 FSA ORGANIZATION 4

2.2 EBC SYSTEM DESCRIPTION 5

3 SCOPE 8

3.1 EBC SERVICE AREAS 8

3.2 EBC ENVIRONMENTS 9

4 APPLICABLE DIRECTIVES 10

5 PERFORMANCE REQUIREMENTS 11

5.1 MANAGEMENT, COMPLIANCE, AND COORDINATION SERVICES 11

5.1.1 MANAGEMENT SERVICES 11

5.1.2 IT COMPLIANCE 11

5.1.3 ARCHITECTURE MANAGEMENT 12

5.1.4 DISASTER RECOVERY SUPPORT 12

5.1.5 ENTERPRISE PERFORMANCE TEST (EPT) INFRASTRUCTURE SUPPORT 13

5.1.6 GOVERNANCE AND OVERSIGHT SUPPORT 13

5.2 OPERATIONS AND MAINTENANCE SERVICES 15

5.2.1 OPERATIONS 15

5.2.2 TECHNOLOGY REFRESHMENT AND EVERGREENING 15

5.2.3 EBC TOOLS AND CAPABILITIES DEVELOPMENT 16

5.2.4 RELEASE AND DEPLOYMENT MANAGEMENT 16

5.2.5 INCIDENT MANAGEMENT AND PROBLEM RESOLUTION 17

5.2.6 EBC CHANGE MANAGEMENT 17

5.2.7 CAPACITY PLANNING AND CAPACITY MANAGEMENT SUPPORT 18

5.2.8 TESTING AND TEST SUPPORT 19

5.3 STAKEHOLDER SUPPORT SERVICES 20

5.3.1 EBC FSA APPLICATION SUPPORT 20

5.3.2 EBC END-USER HELP DESK 20

5.3.3 TRANSITION PLANS 20

6 DELIVERABLES 22

7 KEY PERSONNEL 25

7.1 PROJECT MANAGER 25

7.2 EBC SENIOR TECHNICAL LEAD 26

8 APPENDIX A: ACRONYMS 27

9 APPENDIX B: SUPPORTED SOFTWARE 28

Table of Figures

Figure 2-1, "EBC Architecture"

1 Introduction In pursuit of fulfilling its mission of managing over $150 billion each year in grants, loans and work-study funds, Federal Student Aid (FSA), an Office of the Department of Education, has defined strategic goals to 1) provide superior service and information to students and borrowers and 2) develop efficient processes and effective capabilities that are among the best in the private and public sectors. Enterprise Business Collaboration (EBC) was implemented as one approach to meeting these strategic goals. EBC delivers collaboration, workflow, communication, and development capabilities by incorporating products that provide significant out-of-the box competencies. The suite of products includes, but is not limited to, Microsoft SharePoint, Project Server, Serena Business Manager, and K2 blackpearl.

This Performance Work Statement (PWS) describes the requirements for operations and maintenance support for FSA’s EBC infrastructure.

The infrastructure for EBC resides at FSA’s Next Generation Data CenterNGDCNext Generation Data Center (NGDC), which is operated and maintained by the NGDCNGDC contactor. FSA will rely on the EBC contractor to support, operate, and maintain EBC systems and services working under the guidance of FSA’s personnel , and in conjunction with multiple FSA teams (e.g., application development, change management, information security, performance test), in addition to other contractors, when appropriate.

2 Background EBC is a key initiative within FSA’s Technology Office. EBC was designed to:

• Provide a comprehensive, department-wide, and user-driven capability to effectively and securely collaborate with or share information

• Provide a workflow solution

• Enable expeditious solution implementation by users

• Provide a cost-effective development platform

2.1 FSA Organization

The EBC Team at FSA is responsible for the technology, stakeholder, development, and user support management associated with the platform. The EBC Team is additionally responsible for the coordination of governance related to the platform.

• Technical management encompasses operation of the platform in all environments, development and execution of technology plans, definition of technical governance, performance management, security, capacity planning, and oversight of operations to include routine processing, monitoring, incident management and problem resolution.

Product subject matter expertise is also encompassed.

• Stakeholder Management encompasses planning and executing user outreach, support and training and administratively augmenting EBC governance such as:

o Outreach is performed through multiple means to include operation of a user group and coordination with EBC champions in business units as a second means of knowledge distribution, awareness, and announcement of new capabilities through email and video monitors throughout the building.

o User support is provided through websites and the Help Desk team. The team is responsible for obtaining, reporting, and resolving incidents that result in a problem.

The Help Desk provides tier 1 and tier 2 supports, and further technical difficulties are escalated to the tier 3 support team. The Help Desk processes general questions and problem reports; initiates incident reports; and provides subject matter expertise on the use of the tool.

o EBC training is provided for FSA staff through multiple channels in order to make staff aware of capabilities and their effective use.

o Governance coordination supports the development and execution of controls that oversees the EBC information architecture, “look and feel” application development, content management, and user adoption.

• Usage Management encompasses enabling users to produce products (e.g., sites, portals, and applications) using the EBC platform by defining and executing processes, publishing standards, procedures and guidelines, coordinating and consulting with users, and managing change to ensure a stable environment.

o Provides support development for implementing team sites and portals using EBC templates. By our subject matter expertise and responsibilities that also include developing and publishing EBC templates, standards and guidelines, being the point of contact with development teams to understand needs, and working throughout the lifecycle to ensure requirements are translated to effective designs and solutions that conform to standards, guidelines and best practices.

o Perform change management to organize changes on the shared platform and coordinate with both project change control boards and the enterprise change management process is required and performed.

2.2 EBC System Description

EBC is implemented with two major subsystems: Employee Enterprise Business Collaboration (EEBC) and Partner Enterprise Business Collaboration (PEBC). EEBC use is limited to internal Government users. PEBC is implemented for interaction with and between internal Government staff and partners external to the Department. Both subsystems are used for collaboration, application development and workflow. While very similar, there are differences in the products deployed in the subsystem. In addition, the PEBC subsystem interfaces with FSA’s Access and Identity Management System (AIMS) for user authentication due to the use of this subsystem by external parties.

There are multiple environments implemented to support the development, test and successful migration of applications to production. Development is initially done on virtual desktops in the Infrastructure as a Service (IaaS) environment. This environment is hosted outside of the FSA’s NGDC. In this environment, developers have administrator rights on the virtual desktops. The environment is not connected to the NGDC, (for example, Active Directory is installed, but it is not a copy of the Active Directory at the NGDC). There is a sandbox provided in this environment where software developed on separate virtual desktops can be integrated and tested. Applications and EBC software are migrated through the environments from development through production.

Figure 2-1depicts the subsystems and environments of EBC.

Figure 2-1, "EBC High Level Architecture" EBC is hosted on servers using the Microsoft Windows operating system. The technology and COTS currently employed by EBC includes the following:

1. Microsoft SharePoint Server 2013

2. Serena Business Manager

3. K2 blackpearl

4. K2 for SharePoint 2013

5. Microsoft SharePoint Designer 2013

6. Microsoft SQL Server 2012

7. Microsoft InfoPath

8. Microsoft Office Web Apps 2013

9. Microsoft Project Server 2013

10. Metalogix ControlPoint

11. Cryptzone Compliance Sherriff

12. FASTSearch Server 2010

13. Metalogix Diagnostic Manager

14. Metalogix Migration Manager for SharePoint

15. UMT Project Essentials

16. Team Improver

17. Bamboo Solution (Polling Web part)

EBC delivers the following features and functions:

• Collaboration and Communication o Employee Workspaces via MySites and the Microsoft Suite of products – employees can create, store, manage, and share work products in a controlled environment with access control and document management capabilities such as versioning o Team sites to share and manage information among co-workers o Portals to share information with customers or partners of organizations

• Workflow and Application Development platforms o SharePoint o Serena Business Manager o K2 blackpearl

• Project Management o Microsoft Project Server o UMT Project Essentials

3 Scope The scope of this contract is to procure the full range of technical and project management services to 1) support the continuing, comprehensive, and effective operation of the infrastructure and 2) support FSA Applications1 hosted and utilized by Stakeholders that use EBC. The Contractor shall provide the full range of technical and project management support for the EBC service areas.

3.1 EBC Service Areas

EBC service areas relevant to this contract include:

• Management, Compliance, and Coordination Services is a set of general services that provide a common framework for program and technical management and support.

Examples of FSA Common Services are Architecture Management, IT Compliance, and Release and Deployment Management.

• Operations, Maintenance, and Enhancement Services ensure that software and services are up-to-date, operate efficiently and effectively, and are responsive to the needs of its client FSA applications. These services encompass operating and maintaining the EBC software environments and providing incident management and problem resolution.

• Stakeholder Support Services address the provision of Help Desk support, subject matter expertise to users and application developers.

EBC operations and maintenance encompasses numerous required resources and work products.

A contractor shall support the following EBC resources and work products as these are required to provide the necessary services described above:

• Commercial-off-the-shelf (COTS) software and systems deployed and/or customized by EBC to provide the core enterprise IT services required by FSA applications and stakeholders. For example including SharePoint, third party web parts, and templates.

• Configuration items developed and maintained by EBC. Examples include system documentation, EBC standards, guidelines and procedures, scripts, workflows and forms.

• Reports required by FSA. These include status, performance, capacity, usage and audit reports, change management notices, technology assessments, meeting minutes, and responses to ad hoc data calls.

• Tools and mechanisms supporting EBC work processes; EBC has tools and mechanisms in place to support effective and efficient work processes. Included among these are the EBC Change Management meetings, site, change request forms, and standard notifications. Also included are EBC’s portals that provide information to their stakeholders and EBC’s team site members.

1 In addition, Department of Education applications rely on EBC to service FSA’s and the Department’s internal and external users. Throughout this EBC PWS, the term FSA Applications refers to both FSA Applications as well as applications developed and used throughout the Department of Education that utilize FSA’s EBC services. Similarly the terms FSA Application Owners and FSA Application Teams extend to the Department’s applications that are hosted on

EBC.

3.2 EBC Environments

The contractor shall support EBC COTS software and hosted FSA applications operating in the following environments:

• Development

• Test

• Enterprise Performance Test (EPT)

• Staging

• Production

• Infrastructure as a Service (IaaS) EBC Virtual Development Environment (VDE)

The EBC Contractor shall provide full support, including implementation and deployment, to the Development, Test, and EPT environments. The EBC Contractor shall provide technical strategy, guidance, configuration and informational support to the NGDC, but will not install or deploy in the Staging and Production environments. All EPT environments are located at the NGDC. The EBC Contractor will also interface with the Department’s network support teams as needed, to accomplish network and email configuration changes and incident management reinforcement as it relates to EBC.

In addition to the above environments hosted at the NGDC, the EBC Contractor shall provide and support a Virtual Development Environment (VDE) in the form of Infrastructure as a Service (IaaS). The infrastructure is provided separately from the NGDC and implementation, operation, maintenance, troubleshooting, and user support shall be provided by the EBC Contractor.

The Current State Report (CSR), submitted by the incumbent contractor monthly, contains network diagrams of all supported Production and Non-Production environments as well as a mapping of the EBC COTS products to the servers on which they reside and the FSA applications that use them.

4 Applicable Directives The Contractor shall comply with the following laws, regulations, directives, processes and procedures in the performance of the requirements of this PWS.

Directive Number Title Date or Version No.

FSA Process FSA Lifecycle Management Model (LMM) Version 1.4 dated

September 30, 2016

FSA Process FSA Enterprise Change Management Plan Version 3.0 dated

November 10, 2017

FSA Process Root Cause Analysis Version 5.0 dated

September 13, 2013

FSA Process Incident Management Version 9.7 dated

July 31, 2012

FSA Process Technology Office Concept of Operations Version 1.01 dated

June 24, 2011

FSA Guidance Target State Vision July 2011

FSA Guidance Technology Standards and Products Guide Version 7.3 dated

September 14, 2017

FSA Guidance Independent Verification and Validation

Handbook Version 4.5 dated August 2, 2016

Department of Education Standard Operating Procedures for Change

Management Version OY8-1.0 dated June 1, 2016

FISMA Federal Information Security Management

Act

PMBOK Program Management Body of Knowledge A Guide to the

Project Management Body of Knowledge ( PMBOK® Guide )—Sixth Edition (2018)

ADA Americans with Disabilities Act 1990

National Institute of Standards and Technology

(NIST), SP-800-53

Recommended Security Controls for Federal Information Systems and Organizations

April 13, 2013 (Revision 4)

National Institute of Standards and Technology

(NIST), SP-800-53A

Guide for Assessing the Security Controls in Federal Information Systems and Organizations, Building Effective Security Assessment Plans

August 2009 including updates as of December 18, 2014 (Revision 4)

5 Performance Requirements The Contractor shall provide qualified personnel, materials, automated systems, software, equipment, and services to support the EBC Service Areas outlined below and each of the service requirements listed.

5.1 Management, Compliance, and Coordination Services

Management and coordination services comprise a set of general services that provide a framework for program and technical management and support.

5.1.1 Management Services

The Contractor shall support FSA management by providing standard project management services.

Specifically, the Contractor shall

1. Develop, distribute maintain, and as requested, present project plans and schedules.

2. Develop, and as requested, present status, topical, and management briefings.

3. Coordinate meetings and record minutes and notes for technical meetings.

4. Plan, submit for approval and, upon approval, execute project closeout and transition activities.

5. Develop and provide technical requirements for acquisitions.

5.1.2 IT Compliance

The Contractor shall support compliance with the Federal Information Security Management Act (FISMA) by authoring FISMA artifacts and responding to FISMA-related data calls, as requested.

Specifically, the Contractor shall:

1. Provide technical strategy, guidance, and consultative advice, to the NGDC through FSA regarding facility security, network security, and operating system security.

2. Support security testing and evaluation of EBC and its applications as impacted by EBC.

3. Support remediation of security-related issues for EBC’s applications where the remediation is within EBC’s infrastructure and domain as it applies within the scope of the PWS.

4. Support handling security incidents related to EBC and its applications.

5. The Contractor shall comply with the controls for access management contained in the current versions and revisions of: National Institute of Standards and Technology (NIST), SP-800-53, Recommended Security Controls for Federal Information Systems and Organizations; and NIST- SP-800-53A, Guide for Assessing the Security Controls in Federal Information Systems and Organizations, Building Effective Security Assessment Plans.

Because the information in EBC is controlled and managed by end users, EBC may store and process sensitive personally identifiable information (PII), the contractor shall ensure that all positions under the contract that require system access shall be designated as High Risk (6C). This includes all system administrators, engineers, testers and those involved in system operations and maintenance.

Positions that are administrative in nature in support of the contract may be determined to be Moderate Risk (5C). The Information System Security Officer ( ISSO) and Contract Officer Representative (COR) for the system shall review the functions performed by each contractor staff member in order to facilitate the appropriate background investigations. Please refer to Departmental Directive OM:5-101 “Contractor Employee Personnel Security Screenings” for additional information on the background investigation process. The Contractor shall include appropriate lead time for personnel screening activities in all schedules related to contract start-up.

The Contractor shall comply with the Federal Student Aid Software License Management process and support NGDC management of software licenses and schedules for renewals by tracking renewal dates and providing notification of impending renewal dates, as requested. Refer to the Technology Office Infrastructure Operations Group Concept of Operations for additional information.

5.1.3 Architecture Management

The Contractor shall support FSA’s enterprise architecture efforts by providing EBC Team management with performance and capacity data and analysis as well as market research, trend and best practice information thereby enabling FSA to keep the enterprise IT architecture and associated standards up-to-date and in alignment with industry best practices. The Contractor shall support FSA’s technical architecture planning, selection and evaluation of potential EBC technologies, and design and optimization of the platforms that underlie the various production and pre-production environments. The Contractor shall ensure that the EBC is configured and deployed in accordance with existing architecture standards and guidance, and explicitly recommend the pursuit of changes to the enterprise architecture when standards and guidance become outdated or ineffective. Specifically, the Contractor shall:

1. Support the introduction of new technologies and capabilities to EBC (e.g., server virtualization through evaluation, analysis and technical proofs of concept).

2. Assist in making architectural decisions by making recommendations that account for current and planned EBC operations.

3. Provide recommended architecture changes relating to EBC infrastructure.

5.1.4 Disaster Recovery Support

The Contractor shall support the disaster recovery planning, execution of practice drills and restoration after actual disaster events, as required, by providing FSA with documentation and consultation to prepare for and enable recovery from disasters. Disaster recovery exercises are performed twice a year. At the time of solicitation preparation, active Contractor support for disaster recovery exercises is very minimal.

5.1.5 Enterprise Performance Test (EPT) Infrastructure Support The Contractor shall ensure the efficient, comprehensive, and quality execution of EBC performance testing by supporting the configuration of the EPT environment, providing consultative advice, and supporting the EPT vendor that has the primary responsibility for performing Enterprise Performance Testing. Enterprise Performance Tests are normally performed in advance of major EBC upgrades and releases, and major upgrades and releases of EBC hosted applications. Specifically, the Contractor shall:

1. Migrate and implement the EBC configuration or the application undergoing testing in the EPT environments.

2. Provide 24 x 7 supports to the EPT activity.

3. Support trouble-shooting and configuration adjustment.

5.1.6 Governance and Oversight Support

The Contractor shall respond to requests for information or data calls related to their contract in conjunction with the Department’s governance review board/process requirements, such as: Federal Student Aid Investment Review Board, Engineering Review Board, and Enterprise Change Control Board and program specific change management boards and others as required. For estimating purposes, the Contractor shall assume 16 hours per week for Senior System Engineer effort related to creating, reviewing, presenting, discussing, and coordinating change requests. The majority of this time is associated with the EBC and FSA’s Next Generation Data Center change management processes. A lesser part of this time budget may also be required for enterprise change management, and/or other program’s/project’s change management. Still less frequent participation in the Department’s change management process is required where changes are required to resources managed by the Department (e.g., email, active directory, some components of the network).

The Contractor shall provide information and assistance to support periodic project and system-specific auditing activities that Federal Student Aid conducts such as IV&V, QA, and LMM compliance and audits. For estimating purposes, the vendor shall assume 10 hours per year are consumed by this effort.

The contractor shall maintain traceability of configuration items, including baselines and builds, to support all the functions of the Lifecycle Management Methodology.

Notwithstanding other terms of this contract, the Contractor shall accommodate the Department in providing information related to contract performance for inquiries from other Federal entities, all of which have been transmitted through the Contract Officer, including but not limited to: Congress;

Comptroller General; Office of Management and Budget; Office of the Inspector General. Such requests may also take the form of a Departmental program or Technology Office inspection, validation, or audit. The Contractor shall furnish the requested information within the time constraints of the request.

The Contractor shall comply with the FSA’s Project Governance Model (aka Lifecycle Management Methodology (LMM)), which defines the control level activities and a minimum set of documentation requirements to successfully oversee the development and implementation of a solution. Compliance with FSA’s LMM is a requirement of this contract. Documentation created by the contractor as part of this Contract shall comply with the templates contained within FSA’s LMM. LMM compliance involves tailoring of the tasks, set of documentation, and templates for documentation specified in the LMM Tailoring Matrix, and executing according to the tailored plan.

Depending upon the specific needs of each operations and maintenance effort, the FSA program office and vendor may agree to modify these templates.

Any expectations or assumptions requiring exemptions or modifications specific to the acquisition being conducted, of using FSA standards must be included in the proposal and explicitly accepted by FSA at the time of award. This solicitation is for operations and engineering services. There will be continuous tailoring of the LMM developed during the course of the contract (e.g., the infrastructure may be supplemented multiple times over the life of the contract and the LMM will be tailored each time).

This contract is subject to Independent Verification and Validation (IV&V) and the Contractor shall support Federal Student Aid IV&V activities. The Contractor shall furnish FSA information that may include, but is not limited to, project management, technical, quality control, and quality assurance work products that are explicit deliverables under the contract. Refer to the FSA Independent Verification and Validation Handbook for additional information.

The Contractor shall provide Federal Student Aid with complete copies of any System Development Lifecycle, Software Development Lifecycle, Software Engineering Handbook, Standard Operating Procedures, Corporate Policies, Quality Assurance (QA) Plans, Quality Control (QC) Plans, and similar guidance documents that relate to their solution development processes, as determined by the

CO.

In addition, the contractor shall provide quality assurance and quality control records upon request by Federal Student Aid.

5.2 Operations and Maintenance Services

5.2.1 Operations

The Contractor shall support the operations of all EBC software and environments as follows:

1. Monitor EBC in all environments.

2. Document the EBC configuration in the “Install and Configuration Guide”.

3. Administer SharePoint by performing tasks such as implementing team sites and portals as requested using templates developed and modified as needed, managing access parameters and settings as necessary, and configuring audit logs.

4. Provide subject matter expertise to help analyze results of periodic security scans and remediate issues found during security scan as pertinent to EBC.

5. Provide EBC-related data to support reporting to external stakeholders, as required by FSA

5.2.2 Technology Refreshment and Evergreening

Infrastructure hardware and COTS software will evolve as part of standard technology refreshment (evergreening). The Contractor shall support evergreening, such as hardware and software upgrades and patches, to ensure that the solution evolves along with FSA’s enterprise standards and industry best practices. Technology refreshment and Evergreening support will include planning and scheduling, impact analysis, configuration changes, coordination, communication, and testing activities. Refer to the Technology Office Infrastructure Operations Group Concept of Operations, FSA Target State Vision, and FSA Technology Standards and Products Guide documentation for additional information.

The Contractor shall ensure that EBC is up to date by planning for and deploying COTS product upgrades to at least version N-1 for all software. The Contractor shall use version N where applicable and when version N is the latest market release of the vendor software and shall support application teams in their efforts to keep their applications compatible with new COTS software versions. The Contractor shall plan for and deploy versions and patches delivered between releases. Specifically, the Contractor shall:

1. Develop and maintain the long-term evergreening schedule in collaboration with FSA’s Technology Office and recommend a COTS evergreening plan and timeline.

2. Deploy releases, versions and patches according to a schedule approved by FSA.

3. Deploy through a standard release sequence of environments unless variation is approved by

FSA. For example, deployment could be through EEBC development, EEBC test, EEBC EPT, EEBC production and then PEBC development through production as a standard sequence.

4. Provide technical strategy, guidance, consultative advice, and/or informational support to the

NGDC.

5. Execute EBC system, regression and smoke testing, as appropriate and in accordance with approved test plans, as upgrades are migrated through environments

6. Process EBC Change Requests and submit corresponding Enterprise Change Management and NGDC Change Requests to plan and execute evergreening changes.

7. Perform Technology Proof of Concepts in support of evergreening activities.

5.2.3 EBC Tools and Capabilities Development

The Contractor shall ensure that EBC’s technology platform and suite of tools is up-to-date and reflects FSA’s technical vision and plans and the needs of its FSA Applications. The contractor shall accomplish this by supporting the definition, specification, development, implementation and publication of EBC services, as well as the associated processes and tools, which include documents, workflows and portals. Specifically, the contractor shall

1. Support the development and enhancement of the EBC Team portal.

2. Develop and maintain EBC procedures.

3. Develop and maintain EBC guidance for users and developers.

4. Deliver enhancements to EBC documentation, tools, software, and sites as necessary.

5.2.4 Release and Deployment Management

The Contractor shall enable the deployment of EBC software to pre-production and production environments by assisting the NGDC with the deployment to Staging and Production environments and performing the deployment to Development, Test, and EPT environments. For software application(s) that are hosted in the NGDC, coordination is required when adding/changing/modifying that application as defined in the Technology Office’s Infrastructure Operations Group Concept of Operations. The Contractor is required to coordinate all changes to approaches and processes used to implement changes to Federal Student Aid IT operations and services hosted at the NGDC. If the continuity of the government's programs is disrupted as a consequence of the Contractor's failure to adequately coordinate these changes with the NGDC, the Contractor may be subject to a disincentive of $2,500 per incident where there is lack of coordination, and $500/hour or portion thereof for an outage or disruption of services. Specifically, the Contractor shall

1. Tailor the Install and Configuration Guide to the target deployment environment. Install and Configuration Guides are quite similar across the pre-production and production environments except for server names.

2. Support software release and deployment to the Staging and Production environments at the

NGDC.

3. Manage software release and deployment to the Development, Test2, and EPT environments.

4. Support FSA Applications and NGDC teams in all application “promote-to-production” activities including: formal change management review and approval, operational readiness validations, deployment and integration validations, and “application go-live” actions.

5. Provide support during deployment of new / updated configuration items (hardware, patches, etc.) and perform system integration testing after each update is applied, including checks of product logs, system services and general server and application connectivity.

2 In addition, EBC has the same responsibilities to manage software release and deployment in the Developer Cloud-IaaS environment as in the normal Development and Test environments.

5.2.5 Incident Management and Problem Resolution

The Contractor shall ensure EBC's timely and efficient response to all incidents and timely resolution of all EBC incidents and problems. The Contractor shall provide tier 2 supports to FSA Application Owners and the NGDC for trouble-shooting, incident resolution, root cause analysis, and remediation support in relation to EBC.

The Contractor shall use of the NGDC Services and NGDC Help Desk to report all incidents and assist immediately in timely resolution, escalation and notification of any incidents that have an impact on application degradation or outages until service is restored. Additionally, the Contractor shall collaboratively participate in identifying the root cause of incidents, developing solutions to resolve the issues and implementing and testing any corrective actions. Refer to the Technology Office Infrastructure Operations Group Concept of Operations for additional information.

Certain incidents that arise require further research and root cause analysis and are thus added to a master Root Cause Analysis (RCA) Report that is compiled by the NGDC. In relation to the RCA process, the Contractor shall provide FSA and the NGDC support and input into root cause analysis in areas relevant to EBC. Specifically, the Contractor shall:

1. Support the NGDC in managing incidents including:

a. Joining NGDC incident calls.

b. Searching logs for alerts sent.

c. Performing real-time technical analysis.

d. Supporting monitoring report analysis by access the NGDC monitoring system via screen share.

2. In coordination with the EBC Team, escalate COTS-related incidents to the relevant COTS vendors

3. Receive and process incident requests from FSA Application Owners.

4. Forward production incidents to the NGDC, creating a NGDC Incident Ticket.

5. Support remediation efforts.

6. Provide guidance and support in resolving code and interface related issues.

7. The Contractor shall provide support to the NGDC and FSA in analyzing the root cause of certain key incidents that are compiled by the NGDC in the Root Cause Analysis Report.

Specifically, the Contractor shall:

a. Provide feedback on the NGDC’s Root Cause Analysis (RCA) Report.

b. Provide support for trend analysis and clustering of incidents.

c. Provide support for trend analysis of collected performance metrics.

8. Develop alternatives, perform an alternatives analysis, and collaborate on arriving at a solution or a set of remediation’s

9. Support remediation efforts of security scan findings as related to EBC incidents.

10. Provide Tier 2 support to end-user inquiries submitted via EBC Help Desk.

5.2.6 EBC Change Management

The Contractor shall adhere to the EBC change management plan.

The Contractor shall follow the FSA enterprise change management processes to ensure all changes are coordinated, reviewed, and approved through FSA organizations. As part of this process, the Contractor shall provide input into and collaborate with the FSA NGDC service management process where applicable. Additionally, the Contractor shall participate, when required, in system or production readiness reviews prior to releasing any production changes and in the testing of any change(s) that touch a system that they support or that is within their area of responsibility or both.

The Contractor shall perform changes or maintenance of existing systems, release or implementation of new systems, and decommissioning or termination of systems during the NGDC weekly maintenance window, where applicable. Refer to the Technology Office Infrastructure Operations Group Concept of Operations for additional information.

The Contractor shall ensure that all FSA, Department, and NGDC change management transactions that involve EBC are supported, processed, and managed efficiently. Specifically, the Contractor shall:

1. Attend change management meetings convened by the Department, FSA, EBC or the NGDC.

2. Assess change requests to determine the impact to the EBC, and prepare and submit impact assessments.

3. Coordinate on the scheduling of change requests with each of these change management boards.

4. Submit change requests as needed.

5. Perform work in accordance with change request specifications (e.g., date, time).

6. Respond to emergency change requests as needed.

7. Identify and track status of dependencies in FSA Applications and EBC.

8. Develop supporting schedules.

9. Coordinate with all FSA Application Owners and stakeholders to communicate schedule, constraints, and technical information.

10. Support FSA Application Owners in analyzing technical impact and developing plans.

11. Support FSA’s change management processes including change review and approval.

5.2.7 Capacity Planning and Capacity Management Support

The FSA view of Capacity Planning (determining the level of information resources required to best accomplish the agency mission) is that it is strategic in nature and takes a long range perspective.

The planning process will generally provide a 12-18 month forward looking view incorporating, but not limited to, business cycles and processing peaks. The trending window is generally 36-48 months.

The FSA view of Capacity Management is that it is a tactical activity and generally short term in duration. It is intended to address availability and efficiency of operations in concert with fiscal responsibilities.

The Contractor shall, for all Information Resources which they support, holistically monitor and manage capacity to ensure that Information Resources are being operated within minimum and maximum thresholds, as agreed to by FSA.

The Contractor shall produce written capacity management reports at periodic intervals, as agreed to by FSA, which summarize actions taken since the last report as well as prescriptive recommendations which minimize the cost and maximize efficiency.

The Contractor shall ensure that FSA has the necessary EBC-related capacity utilization information to support its capacity planning and management efforts by providing utilization monitoring and management as well as capacity planning support across EBC. Specifically, the Contractor shall:

1. Collaboratively and actively participate in Information Resources capacity reviews and provide information to support usage of current capacity and forecasting for infrastructure resources for current and new systems to meet the Department’s requirements.

2. The Contractor shall proactively, for all new and existing Information Resources which they create and/or support, produce written capacity planning reports and recommendations as agreed to by FSA and defined in the performance metrics. The reports and recommendations shall holistically evaluate requirements and trends for Information Resources in order to produce a forecast and recommendations with specific sizes, quantities, types and timing.

3. Support quarterly and on-demand capacity planning efforts.

4. Help identify and adjust parameters and metrics for utilization and capacity monitoring.

5. Provide input to the NGDC on what and how to monitor parameters related to capacity.

6. Review capacity statistics and provide input into the capacity planning process.

7. Provide monthly Capacity Management and Performance Reports.

5.2.8 Testing and Test Support

The Contractor shall comply with standards for test management within the LMM. Refer to the Enterprise Test Management Standards for additional information.

The Contractor shall support independent performance testing of solutions by providing data, scenarios, volumes, support of performance testing activities, and capacity estimates, including trending of performance data. In the absence of independent performance testing, the Contractor shall conduct performance testing of their responsible areas. The contractor shall resolve issues identified during performance testing activities. The Contractor shall provide a document summarizing the changes associated with architecture and design of the system to support capacity management, planning and optimization of the performance profile of the solution.

The Contractor shall conduct and support intersystem testing between its area of responsibility and other entities that do business with Federal Student Aid. The Contractor shall provide resources, interface control documents, test data, and test cases/scenarios in support of intersystem testing.

FSA has a weekly maintenance window to facilitate scheduled testing.

The Contractor shall document defects found during testing in accordance with FSA's Enterprise Test Management Standards. The contractor shall resolve issues identified during the inter-system testing.

5.3 Stakeholder Support Services

5.3.1 EBC FSA Application Support

The Contractor shall ensure that FSA Application Owners have the necessary information and resources required to access and integrate with EBC software and services. Specifically, the Contractor shall:

1. Provide consultative services in support of EBC integration with FSA Applications including schedule development, architecture, software development and testing support, configuration support, and development.

2. Support functional and security testing of FSA Applications.

3. Support the implementation of EBC hosted FSA Applications using the standard EBC

Operations and Maintenance functions including implementation and deployment to non-production and production environments.

4. Support security scan analysis and resolution.

5.3.2 EBC End-User Help Desk

The Contractor shall ensure the timely, efficient, effective and accurate response to EBC-related user inquiries by receiving incident reports and requests for help, resolving requests and/or incidents by following scripts, referring incidents to tier 2 supports as appropriate, and providing users with ongoing status reports. Specifically, the Contractor shall:

1. Operate a Tier 1 Help Desk to receive requests for help and incident reports from stakeholders via phone and email. The Help Desk hours are 8:00 am to 8:00 pm Eastern Standard Time.

2. Resolve incidents and help requests per scripts, when possible.

3. Escalate incidents to tier 2 EBC Incident Management or the NGDC as appropriate.

4. Provide status information to stakeholders.

5. Provide a Help Desk report with statistics on call volume and type.

5.3.3 Transition Plans

The EBC Contractor shall develop and submit Transition In and Out Plans to support a smooth transfer of the EBC Task. Both Plans shall plan the transfers of operation over a period not to exceed 45 (forty-five) calendar days. The Transition Plans shall identify the actions, plans, personnel, procedures, deliverables, work products, and timelines by functionality necessary to ensure a smooth transition from contract start date to full operational status by the Contractor. The plans shall identify individuals (where applicable) or FTEs, including a description of their planned roles in transition, as well as a list of names of the transition team members.

The plan shall address and describe the following:

• Essential tasks work products and deliverables by phase

• Personnel resources required including transition roles and responsibilities

• Necessary documentation and applicable dates

• Parallel operations and recognition of security issues

• Communication between all parties such as the contractor, FSA Management, Stakeholders, Third-Party Contractors, and external FSA Customers.

• The Transition Plan shall point to the Staffing Plan, clearly identifying the proposed contractor personnel labor categories, anticipated start dates, and responsibilities for the transition period.

6 Deliverables The Contractor shall provide the deliverables in Table 1 below. These deliverables are derived from operational needs, the LMM and FISMA requirements. The Contractor is free to suggest additional deliverables. All deliverables shall be provided in electronic form only and shall be delivered to the Contracting Officer and Contracting Officer’s Represenative by the dates specified below.

Table 1: Deliverables List Item Product Due Date

1 Contractor Program Management Plan Within 30 days of Contract Award

2 Performance Measures Plan Within 60 days of Contract Award

3 Weekly Status Report Every Monday for the previous Monday- Sunday

4 Current State Report3 10th of every month

5 Project Management Report (PR) 10th of every month

6 Capacity Planning and Performance Report

10th of every month

7 Capacity Management Report Six months after award and every 6 months thereafter

8 Help Desk Report 10th of every month

9 Build and Deploy Framework Guide Within 60 days of Contract Award; updated annually

10 Installation and Configuration Guide Per COTS upgrade/patch

11 Standard Operating Procedure As needed

12 Roles and Responsibilities Matrix Within 30 days of Contract Award

13 Transition Status Report Weekly during transition

14 Technical Proof Of Concept Report Per TOP

15 Outage Report 3 Days After Each Outage

3 The Current State Report (CSR) is submitted by the incumbent EBC Contractor monthly. The Contractor shall provide similar or comparable content and format as agreed upon with FSA.

16 Requirements Specification Per Release Cycle / For each enhancement / For each TOP

17 File Plan If appropriate, Per Release Cycle / For each enhancement / For each TOP

18 Privacy Impact Assessment If appropriate, Per Release Cycle / For each enhancement / For each TPOC

19 Interface Control Document If appropriate, Per Release Cycle / For each enhancement / For each TPOC

20 High Level Design If appropriate, Per Release Cycle / For each enhancement / For each TPOC

21 Detailed Design If appropriate, Per Release Cycle / For each enhancement / For each TPOC

22 UI Specification If appropriate, Per Release Cycle / For each enhancement / For each TPOC

23 Data Migration Plan If appropriate, Per Release Cycle / For each enhancement / For each TPOC

24 Master Test Plan If appropriate, Per Release Cycle / For each enhancement / For each TPOC

25 Implementation Plan If appropriate, Per Release Cycle / For each enhancement / For each TPOC

26 Requirements Traceability Matrix If appropriate, Per Release Cycle / For each enhancement / For each TPOC

27 Solution Source Code and Deployable Packages

If appropriate, Per Release Cycle / For each enhancement / For each TPOC

28 Test Suites If appropriate, Per Release Cycle / For each enhancement / For each TPOC

29 Training Plan If appropriate, Per Release Cycle / For each enhancement / For each TPOC

30 Operations and Maintenance Plan If appropriate, Per Release Cycle / For each enhancement / For each TPOC

31 Test Procedures If appropriate, Per Release Cycle / For each enhancement / For each TPOC

32 Test Report If appropriate, Per Release Cycle / For each enhancement / For each TPOC

33 User Manual If appropriate, Per Release Cycle / For each enhancement / For each TPOC

34 Administrators Manual If appropriate, Per Release Cycle / For each enhancement / For each TPOC

35 Release Version Description Document If appropriate, Per Release Cycle / For each enhancement / For each TPOC

36 SLA Report Coincident with Current State Report

37 Lessons Learned Coincident with Current State Report

7 Key Personnel The Government requires a highly qualified and proficient team of key personnel to ensure that both operational and technical aspects of the contract are successful throughout the entirety of the award. The following are the minimum personnel who shall be designated as “key”. The Contractor shall propose appropriate labor categories for these positions. The Government does not intend to dictate the composition of the ideal team to perform the contract. Therefore, the Government encourages and will evaluate additional Key Personnel as proposed by the Contractor.

1. Project Manager

2. EBC Senior Technical Lead

All key personnel must meet the following criteria:

3. Hold or be able to hold a 6C Public Trust clearance.

4. Qualifications are submitted to Government for review and approval.

5. Be available during normal working hours.

6. Given two hours’ notice, be able to meet with designated Government personnel, including the

Contracting Officer and the Contracting Officer’s Represenative.

The Government desires that Key Personnel be assigned for the duration of the contract. Key Personnel shall be assigned for a minimum 12-month period barring circumstances outside the control of the Contractor, e.g. death, unruly behavior, or disability.

Should any Key Personnel choose to leave for another reason (e.g. higher pay, job dissatisfaction) prior to six months in place, then any costs associated with security investigations for replacement personnel shall be the sole responsibility of the contractor. Their replacement shall have equal or superior qualifications and be provided within 30 calendar days after their known departure date.

7.1 Project Manager

The Project Manager shall have the following qualifications:

1. Experience with the planning, management, leadership, coordination, budgeting, customer contact and execution of large-scale and complex projects similar in nature, scope and complexity to work contemplated in this PWS.

2. Supervision of substantial information technology operations, which encompass user systems, integration, deployment, and training, in diverse operating environments with employees of various job categories and skills.

3. 5+ years of technical experience in information technology with experience as a Project Manager.

4. Strong technical understanding of information technology systems and services.

5. Strong technical understanding of the areas of work and many of the technologies indicated in the

PWS.

6. Working understanding of Capability Maturity Model Integration (CMMI) Development Maturity

Level 3 or CMMI Services Maturity Level 2 or higher and ITIL v3, with an emphasis on configuration management and change management. A Project Management certification (such as PMP) is mandatory.

7. Expert knowledge of recent technological advances in computer science and engineering.

8. Excellent written and verbal communication skills, including experience in presenting material to senior Government officials. Ability to interact and communicate with key managers and functional experts including internal service delivery teams, client project teams, external service provider project teams, and subcontractors to understand the current environment, the contract requirements and proposed solution; and to develop and gain approval for project scope, schedule, cost and quality management plans to implement technical solutions.

9. Demonstrated experience in executing, monitoring, and managing projects to successful, high-quality and on-budget completion.

7.2 EBC Senior Technical Lead

The EBC Senior Technical Lead shall have the following qualifications:

1. Experience with…