A04_SOO.pdf

Indian Affairs Associate Chief Information Officer (ACIO) Digital Experience Management Statement of Objectives (SOO)

A. Background

Amid rapid technological changes and the shift towards remote work, an often-under-addressed aspect within government agencies is the impact on the end user. Indian Affairs (IA), in line with many U.S. Federal government departments, transitioned to a partially remote workforce, leveraging critical resources such as M365 and Teams. While these changes have brought about increased flexibility and potential for efficiency, they also introduce new challenges in maintaining a high-quality end-user experience. Understanding and addressing the end-user perspective is vital in maximizing productivity and satisfaction among the workforce and, ultimately, achieving agency objectives.

IA is seeking a comprehensive solution for application monitoring that can provide detailed insights into the digital experiences of end users. This solution should enable proactive identification and resolution of performance issues, ensuring a seamless, high-quality user experience across all platforms and applications, irrespective of the user's location. By investing in such a solution, IA aims to optimize digital experiences, enhancing workforce productivity and satisfaction in this new era of work.

B. Purpose

This Statement of Objective (SOO) aims to articulate the essential requirements for the successful procurement, implementation, and management of a Digital Experience Management Solution (DEMS) within Indian Affairs.

We intend to enhance our ability to monitor and improve the digital experience of IA end-users across various platforms and applications. By implementing the DEMS, we aim to gain actionable insights into end-user interactions, device performance, application performance, and overall user experience.

We seek to proactively identify and resolve issues, reduce the mean time to repair, minimize ticket volume, and enhance IA end-user’s overall productivity and satisfaction. Furthermore, the ability to generate detailed reports and provide a comprehensive view of the end-user experience will allow us to make data-driven decisions for technology investments and process improvements.

C. Scope

This Statement of Objective (SOO) outlines the objectives for implementing and managing the DEMS within Indian Affairs. The scope of this project involves:

Procurement and Installation: Procuring XX subscriptions for the DEMS, followed by its installation and integration with existing IA IT infrastructure.

Customization and Configuration: Customizing and configuring the DEMS to meet IA’s specific monitoring, reporting, and alerting needs.

Training: Providing comprehensive training to Office of Information Management and Technology (OIMT) staff, ensuring they can effectively use and manage the DEMS.

Post-Implementation Support: Offering ongoing support and maintenance services post-implementation, including troubleshooting, upgrades, and regular system assessments.

Project Management: Overseeing the entire process with effective project management to ensure timely and successful completion.

The primary goal of this project is to enhance IA's digital experience monitoring capabilities, improve end-user satisfaction, streamline IT operations, and make informed decisions based on real-time, data-driven insights.

D. Performance Objectives

This section outlines both overall and specific objectives.

Successful Installation, Configuration, and Integration: The DEMS should be successfully installed, integrated, and configured with existing IA IT infrastructure, tailored to monitor all applications (thick client, web, virtual), user locations (in-office, remote, working from home), and both user experience and network performance.

Comprehensive Training, Support, and Maintenance: Provide extensive training to OIMT staff and ongoing post-implementation support, including updates, troubleshooting, performance assessments, and automated remediation (self-healing) capabilities.

End-User Experience and Proactive Problem Resolution: Monitor and improve the end-user digital experience across various platforms and applications, track user-driven action response times, and proactively identify and resolve issues, reducing mean time to repair and minimizing ticket volume.

Data Capture, Reporting, and Decision-Making: The DEMS should capture application crashes/hangs, events, application-specific resource usage, and versioning data. It should also facilitate easy data manipulation and consumption, providing out-of-the-box, enterprise-scale reporting and actionable insights for data-driven decision-making.

Performance Monitoring: The DEMS should track OS log response times, compute baseline performance and usage/adoption for applications like MS Office, O365, Skype/Teams, and Zoom, and monitor before and after changes from the perspective of application version upgrades, infrastructure updates, or OS/System changes.

Application, Network, and Health Monitoring: The DEMS should measure any application installed on the desktop with no licensed limit, allow custom monitor creation, analyze network traffic by examining processes running on the endpoint, and provide a complete view of health on devices and components.

Cross-Platform Support and Software Reporting: The DEMS should support various platforms, including Mac and mobile devices, and detect and report any installed software and its version, as well as provide a deep view of device attributes and versioning, such as the current BIOS version.

Security, Compliance, and Enterprise-Scale Capability: The DEMS should adhere to NIST Special Publication (SP) 800-53A, 800-37, Revision 1, and SP800-122 criteria, leverage role-based access controls (RBAC), and offer significant enterprise scale with a robust, non-proprietary streaming REST API.

Project Management: Ensure effective project management to complete the project within the agreed timeline while meeting all defined objectives.

E. Deliverables

The Contractor is required to provide the following deliverables within the designated timeframes:

Deliverable Due Date Delivery Method

Project Plan: A comprehensive plan outlining the timeline, resources, tasks, and milestones for the project.

2 weeks after the project start

IA will provide templates and locations for delivery

Implementation and Test Plan:

Documentation of successful installation and integration of the DEMS with existing IT infrastructure.

Prior to production implementation

IA will provide templates and locations for delivery

Training Materials and Sessions:

Comprehensive training materials, session plans, and records of completed training sessions for OIMT staff.

Prior to Training

Email

User Experience Monitoring Report: Initial report detailing the end-user digital experience across various platforms and applications, demonstrating the functionality and effectiveness of the DEMS solution.

As Required Email

Regular Performance Reports:

Regular reports providing data-driven insights into end-user experiences, system performance, and any identified issues or areas for improvement

Post implementation

Dashboard

Provide guidance on hardening the application as well as POAM mitigations

As required IA will provide POAM template

Post-Implementation Support Plan:

A plan outlining the scope, process, and schedule for ongoing support and maintenance, including troubleshooting, updates, and regular system assessments.

As required IA will provide templates and locations for delivery

Daily SITREP during the installation of the application into the production environment

Daily during production installation

IA will provide SITREP template and email list for delivery

Monthly status reports 8th of the Month

Email