A04 Scope of Work_1.pdf

SOW – CIS CAD System Maintenance Services For Colonial National Historical Park

Introduction and Summary

Colonial National Historical Park utilizes CIS CAD System in its 24/7 communications center.

CIS CAD enhances COLO’s dispatch operations by providing increased efficiency in taking calls for service, recording information, and transferring information from CAD to IMARS.

COLO operates 3 dispatch consoles each with CIS CAD. In addition, there is a CAD Server and Network Attached Storage (NAS) onsite in the Dispatch office. Each of these components requires technical support from the CAD vendor to maintain updates, and troubleshoot errors when they arise.

Description of Work

• CIS will, when approved by the Commonwealth of Virginia and NPS Washington Office, implement the state interface between Virginia’s Criminal Information Network (VCIN) and CIS CAD.

• Maintain the current interface between CIS CAD and the DOI’s IMARS system.

• CIS’ Professional Development, Engineering and Support Staff provides its Software Maintenance and Support Services (CIS Support Services). CIS Agrees to provide CIS Support Services 24x7x365 for the Systems and will make all reasonable efforts to correct errors reported by the user. An error is defined herein as the failure of an installed system or interface to substantially meet its operational specifications. CIS efforts to correct errors are defined as technical programmatic measures take by CIS’ analysts/programmers to resolve or eliminate an error that has occurred in an operator’s use of the system. Such measures may take the form of a configuration change, code table adjustment or modification of the software programs involved. Configuration changes and code table adjustments may be made shortly after the error is diagnosed and delivered to the user.

• Should CIS find that a reported error or performance problem is not in its systems or operations procedures, CIS will advise the user accordingly. In the event that the error or performance problem has resulted from the machine environment of the user’s facility (power, HVAC, UPS, etc.) not complying with the network technology vendor’s specifications, CIS will advise the user and the user will take measures to upgrade and maintain the proper machine environment as recommended by CIS. If the error or performance problem is a result of user modifications and/or third party access and/or upgraded network technology to accommodate unreported workstations, mobiles or increases in transactions substantially beyond the transactions provided by the user to CIS for its initial specifications of the network technology.

• CIS agrees to provide CIS Support Services 24x7x365 to assist the user personnel by telephone with questions relating to the functional operation and technical issues of the systems. CIS will use Cisco Webex Meetings or other NPS approved software to facilitate direct access to a user’s workstation. This facility enables CIS to render direct and immediate support to the operating staff reporting an error or requesting support.

• CIS agrees to provide professional network technology diagnostic support services (Diagnostic Support Services) 24x7x365 for analysis, diagnosis and remedial coordination of network technology vendors involved for network hardware, networks and computer hardware if network technology support services are scheduled herein. CIS will support the user and network technology vendors until system restoration.

• CIS maintains an FBI/CJIS Facility Security Plan and its management and program staff involved in CIS support have FBI clearance for that purpose.

Elements

Perform the following tasks: The Contractor will develop the following implementation plan to successfully complete the NPS objective in a timely manner based on the assumptions and guidelines outlined within this document. The following is a summary of tasks that the Contractor shall complete. Please note that the tasks described below are not a “how to”; rather, they are descriptions of the services to be performed. As such, some if the tasks may be performed in parallel with each other.

Within thirty days of the contract award

• Contractor will provide guidance for requesting remote technical support including contact names, phone numbers, e-mail addresses, FAX numbers, and trouble ticket procedures.

• NPS will provide a listing of designated POCs, phone numbers, e-mail addresses, and FAX numbers upon award of this contract.

Knowledge Transfer: Software Updates or Remote Technical Support

• Contractor will provide details of any required software updates as well as details of any changes to system and user operations.

• Contractor will provide reports (when requested) of any trouble ticket requests showing actions taken toward ticket resolution.

Location of Work

• COLO Dispatch Center, 209 Read Street, Yorktown, VA 23690

Contractor Roles and Responsibilities

• Contractor will provide guidance for requesting remote technical support including contact names, phone numbers, e-mail addresses, FAX numbers, and trouble ticket procedures.

• Park dispatch and/or IT Specialist contacts will be coordinated with during remote technical assistance.

NPS Roles and Responsibilities

• NPS will provide a listing of designated POCs, phone numbers, e-mail addresses, and

FAX numbers upon award of this contract.

• COLO Dispatch will provide CIS electronic access to server and workstations using

Cisco Webex or other NPS approved software to enable and facilitate CIS’ maintenance and support services.

• COLO will maintain, at all times, a valid current backup copy of the entire system library and most current backups using only the backup system software installed or recommended by ICS of the data files to enable restoration of the system when required. Current backup is defined as twenty-four hours or less.