Attachment 1 IDIQ PWS-ASSC Revision 1.doc

U.S Department of the Treasury

Applications Support Services Contract

Office of the Chief Information Officer

Attachment 1Revision 1

PERFORMANCE WORK STATEMENT

1.

INTRODUCTION

The United States Department of the Treasury, hereafter referred to as “Treasury” or “the Government”, has a continuing requirement to improve and optimize the delivery and maintenance of application development services to the Treasury Departmental Offices, Bureaus, and business partners to meet its on-going and evolving business needs. The attachments listed in the Solicitation document provide background information essential to understanding the breadth of this requirement.

1.1

DEPARTMENT OF TREASURY MISSION

The mission of Treasury is to promote the conditions for prosperity and stability in the U.S. and to encourage prosperity and stability in the rest of the world. The Treasury Department is organized into two major components, the Departmental Offices and the ten (10) Bureaus. The Departmental Offices (DO) are primarily responsible for policy formulation, while the bureaus are primarily operating organizations that execute many of the Treasury’s goals.

1.2

OFFICE OF THE CHIEF INFORMATION OFFICER

Within the Departmental Offices and under the purview of the Assistant Secretary for Management is the Office of the Chief Information Officer (OCIO). The OCIO provides leadership to Treasury and its Bureaus in all areas of information and technology management. OCIO supports Treasury's mission by implementing strategies that improve the efficiency and performance of Treasury information technology (IT) systems and business processes. OCIO has department-wide responsibility for the direction and development of Treasury’s IT strategy, management of IT investments, and leadership of key technology initiatives.

The Associate CIO for Infrastructure Operations (ACIO-IO) provides Treasury-wide management and operation of infrastructure services and solutions.

The Departmental Offices IT Strategy is undergoing a transformation to better align with the evolving user requirements and the Treasury mission. The DO IT leadership and the Treasury OCIO have developed the following goals and objectives, and key strategies as guiding principles for this transformation. The ASSC contractor is expected to be a major contributor to achieving this transformation, working alongside other DO contractors, under the leadership of the OCIO and the DO IT organization.

Overarching Goals/Objectives:

· Improve Performance

· Greater functionality for DO employees

· Increased ease of use and system availability

· Greater information security

· Increased timeliness of service to market

· Maximize Cost Efficiency

· Reduce unit cost per user for basic IT

· Reduce cost to deploy and maintain DO applications

· Increase re-investment from legacy systems into new functionality/capability

Key Strategies:

· Maximize Standardization

· Web Enable all applications/functionality

· Acquire computing resources as a service rather than on a per box basis

· Move public web sites to Cloud Computing offerings

· Buy computing power in increments of service rather by the box

· Leverage new and innovative methods of service delivery to include:

· Virtualization on servers and desktops

· Cloud Computing to the maximum extent practicable

· Use Infrastructure as a Service, Software as a Service, and Storage as a Service

· Maximize use of services over custom development

· Employ open source software where practical

· Implement additional Security measures

· PIV cards for access in conjunction with an “identity broker/manager” to enable single sign-on access to DO applications

· Document tagging and DLP to control where data goes and how it is used

· Implement ITIL-style Service Catalog

· Include Performance Assessment mechanisms as an integral part of the strategy

· Establish performance metrics, measurement techniques, and reporting frequency

· Support External partner application & data services leveraging security services

· Optimize ease of authorized client information access and manipulation

1.3

ASSC PROGRAM GOALS AND OBJECTIVES

The OCIO requires contractor support services to a) ensure continued reliability and availability of existing application systems, b) deliver new application systems, and c) enhance existing systems within Departmental Offices (DO) and Treasury-wide.

Using next-generation enterprise application technologies and methodologies, the contractor shall take advantage of emerging technology, enabling the department to adjust to new and changing business requirements within the federal operating environment. Contractor is expected to utilize their expertise to recommend enhancement, replacement, or consolidation of existing applications and/or infrastructure in response to changes in technology or federal guidelines. The contractor shall support future Treasury IT requirements for converged technologies, IP-based desktop video/audio conferencing, electronic collaboration, data mining and warehousing. Accordingly, the contractor is expected to support the OCIO goals and objectives to include the following:

· Enable Business Case supported growth in application solutions across Treasury. The solutions must be cost-effective and efficient, with the goal of enabling use of these applications and solutions by other Government organizations.

· Employ performance-based methods for highly reliable and dependable applications and application support services that meet or exceed customer expectations and the performance measures and metrics.

· Provide effective, efficient, and interactive management information systems (MIS) that provide comprehensive, accurate, and timely information at program and operational levels, while ensuring the security and content protection of Treasury’s information assets.

· Ensure that the application services support Treasury’s compliance with e-Government initiatives and Government standards and policy requirements outlined in Clinger-Cohen Act, Treasury Enterprise Architecture (EA), and Federal and Treasury security policies.

· Ensure that the transition to the next-generation application/hosting infrastructure is seamless and transparent to the users without disruption of existing services.

· Pursue enhanced user satisfaction, while mission critical, traditional business solutions and daily activities are supported through predefined service levels, governance, and IT management processes.

1.4

SCOPE

The general scope of work that may be ordered during the term of the contract comprises three essential elements: technology, support services, and resource management. The technology and services offered must be in line with the future needs and requirements of the Government and the Treasury lines of business. The ASSC solutions will facilitate growth and expansion, while allowing for maximum flexibility within the program.

Treasury’s information technology must meet current service needs and support the eventual convergence of Treasury’s architecture, information protection, and capital investment processes. The ASSC contractor shall provide secure and resilient services that support established Treasury disaster recovery plans. The ASSC contractor shall support customer-centric activities such as content management, transaction processing, and information distribution for collaboration and decision support. All support services shall be designed to simplify the customer’s business processes with easy-to-use solutions.

The Government will retain ownership of all application code(s) developed during the performance of this contract. Also, all commercial-of-the-shelf (COTS) software and hardware purchased by the Vendor during the execution or performance of this contract shall belong to the government and will be transferred over at the conclusion of the contract.

The existing applications reside on hardware systems located at three main locations. These are the Main Treasury building, a commercial hosting center in Sterling, VA, and a back up hosting center in Denver, CO.

DO recently awarded a new contract to provide managed services for its IT infrastructure, the Treasury DO IT IMS contract. This contract will modernize and transform the exiting IT infrastructure of DO. An integral part of this modernization effort involves the re-location of the current DO Data Center residing in Main Treasury to the Information Technology Infrastructure Managed Services (IT IMS) contractor’s Data Center located in Herndon, VA. This relocation effort will require active participation by the ASSC contractor.

All work shall be performed or developed in accordance with the following:

· Department of the Treasury: Information System Life Cycle Manual, (ISLC) TD P 84-01 v.3.0 dated March, 2002

· Department of the Treasury: Treasury Information Technology Security Program, TD P 85-01, dated November 3, 2006

· Department of the Treasury:

Treasury Security Manual TD P 15-71, dated October 10, 2006

· FEA Consolidated Reference Model Document Version 2.3: http://www.whitehouse.gov/omb/assets/fea_docs/FEA_CRM_v23_Final_Oct_2007_Revised.pdf

· FEA Practice Guidance: http://www.whitehouse.gov/omb/assets/fea_docs/FEA_Practice_Guidance_Nov_2007.pdf 2.

SUPPORT SERVICES OVERVIEW

When in receipt of a task order, the contractor shall provide all technical, management, and administrative personnel resources; industry standard methodologies; and proven tools and techniques to perform application development and support services associated with the tasks defined throughout the Performance Work Statement (PWS). The contractor shall implement and manage the organization, staffing, and business functions set forth in the approved Program Management Plan (PMP) to be developed when ordered. In addition, the contractor is expected to provide the various reports/deliverables set forth throughout the PWS.

2.1

CAPABILITY MATURITY MODEL INTEGRATION (CMMI) LEVEL 2 REQUIREMENT

In accordance with the ISLC, contractor shall be certified at Level 2 or higher of the staged representation of the CMMI or CMM for Software Engineering (CMMI-SW) or CMMI for Development (CMMI-DEV) or equivalent at time of contract award. The contractor shall maintain Level 2 certification for the duration of the contract period of performance. These requirements shall flow down to all subcontractors.

2.2

CONTRACTOR COMMUNICATIONS

Contractor shall be required to communicate and coordinate with other ACIO-IO contractors (e.g., DO IT Helpdesk, DO IT Change Control Board) in the performance of the requirements identified in the PWS. The contractor shall participate in, cooperate with, and contribute to discussions involving various ACIO-IO Prime IT contractors. At no time shall direction be provided by or given to a contractor by another contractor, except where there is privity of contract. Should direction or resolution of issues be required, the contractor(s) shall immediately notify the CO and COTR.

To ensure a successful and productive work environment, Contractor shall establish and foster: a) formal information sharing, including requirement coordination forums and b) collaborative interfaces to facilitate application solution services in an integrated fashion.

2.3 Management of Application Support Services

When in receipt of a task order, the contractor shall manage the application support services defined below. Additionally, the contractor shall develop all necessary documentation describing the program management and application support services provided. The documentation shall clearly describe all business processes and on-going contract management responsibilities performed by the Contractor. The contractor shall provide a multi-disciplinary team of professional staff to perform IT support services, related management and technical support tasks on-site at the Main Treasury Building or satellite buildings in Washington, D.C. The on-site team shall provide ongoing management support for the following tasking areas:

· Program and Project Management

· Program Management Support Services

· Business Case Development

· Application Systems Development and Implementation

· Process Re-engineering

· Application End User Support including Training

· Maintenance and Enhancement of Application Systems

· Integration Support

· New Technology Evaluation

· Documentation Support

· Level 1, 2 and 3 Technical Support of Applications

· Enterprise Architecture

· Information Security

· Data Subscription Services Support CORE Technical REQUIREMENTS AND TASKS

The core task areas defined below are those broad sets of tasks necessary to implement and/or deliver the support services defined herein upon completion of all transition activities and ongoing through the end of the contract period (base period plus option periods).

The core technical requirements are defined as: (a) Operations and Maintenance of Applications; (b) Application Development and Implementation; (c) Client Application Support Services; and (d) Value Engineering Services.

3.1

TASK AREA 1(FFP): TRANSITION

When in receipt of a task order for Task Area 1, the contractor shall perform the transition of the on-going application support services from the incumbent contractor to its own organization. The contractor shall provide all technical and management labor, supplies, tools, processes, techniques, and methodologies to successfully (1) complete the readiness activities necessary to assume the existing work performed under the current contract; (2) transition the work; and (3) assume control and management of the work described in this PWS within a ninety (90) day transition period.

Contractor shall perform the following high-level tasks:

1. Develop a transition plan (transition plan)

2. Perform transition to and assumption of control of the installed base of applications

a. In the execution of this work the contractor shall be required to provide the Transition Plan and Schedule as follows: Draft (Part of Proposal)

b. Final (After award) The Task Order will provide the specific requirements and the deliverables required for this task.

3.2 Task AREA 2 (FFP): On-Going Operation and Maintenance Support Services for the Installed Application Base When in receipt of a task order for Task Area 2, the ASSC Contractor shall operate and maintain the portfolio of applications supported by the OCIO on behalf of the Departmental Office Program Offices and the Bureaus. “Installed base” is defined as that inventory of applications and solutions that are in an operational/production status as of: (1) the contractor’s assumption of control under this contract and (2) the end of each Government fiscal year. Contractor shall perform all activities necessary to maintain and administer applications in accordance with the PMP.

In the performance of this task, the Contractor shall provide support in any of the following areas, or combinations thereof:

· Program and Project Management

· Program Management Support Services

· Application Software Maintenance

· System Maintenance Procedures

· Fault and Problem Management

· Change and Configuration Management

· Database Administration

· Application/System Performance Reviews/Capacity Planning

· Documentation Maintenance

· Performance Reviews and Analysis of Operational Applications

· Application Helpdesk/Customer Support

· Application Information System Security

· Continuity of Operations and Disaster Recovery Capability

· Access Control and Authentication

· Infrastructure Environment Interoperability and Compatibility

· Technology Review and Refresh

· Support of Data Subscription Services The contractor shall provide program management services to plan, initiate, execute, administer, and closeout the entire range of application support services programs and projects that the OCIO supports on behalf of the DO Program Offices and the Bureaus. The contractor shall provide expert advice, assistance, and guidance in support of the OCIO application support services to include project leadership and communications with stakeholders; project planning and management; earned value management support (if required); performance monitoring and measurement; schedule management; risk management; reporting and documentation associated with project/program/portfolio objectives; program integration services; and project close-out services.

The contractor shall attend key events such as configuration control board meetings; program management meetings, reviews, and briefings; and other direct support events to ensure that the requirements of the ASSC program are accomplished. In the execution of this work the contractor shall be required to provide the Program Management Plan and Schedule as follows:

1. Draft (Part of Proposal)

2. Final

The specific requirements and deliverables will be defined in the Task Order(s) issued against this PWS Task Area.

3.3 TASK AREA 3: Provide Application/Solution Development and IMPLEMENTATION SERVICES

When in receipt of a task order for Task Area 3, the contractor shall plan, develop and implement application systems in accordance with Federal and Treasury rules, regulations, processes and/or policies. Prior to application implementation and cutover, applications shall be thoroughly tested and accepted in accordance with the Information System Life Cycle. Additional contractor’s practices shall be defined and described in the ASSC contract PMP and will be incorporated if accepted.

The contractor shall manage individual client/customer requirements (issued through Task Orders by the Contracting Officer) for new applications/solutions and services. The contractor shall ensure that all requirements are completed, including submission of all necessary deliverables in accordance with the PMP. In addition, as part of this task the contractor shall provide the requisite status and tracking and reporting.

3.4

TASK AREA 4: CLIENT APPLICATION SUPPORT SERVICES

The ACIO-IO business model includes a direct contractor-to-client interface for application delivery and on-going support services. When requested through a task order, the Contractor shall provide quality, responsive and professional end-user support services for various in-house applications. Unless otherwise specified in the order, the client-specific work shall be performed in accordance with the same Federal and Treasury rules, regulations, processes and/or policies set forth throughout the contract.

3.4.1

CO-LOCATED END-USER SUPPORT

Contractor shall be capable of providing resident support personnel within a given Departmental Program or Policy Office. Typically, such resident support tasks are to provide resident technical support to the project office or content management services relative to that office’s data management role. The scope, deliverables, and level of effort for this type of support shall be detailed in a task order issued by the Contracting Officer.

3.4.2

CUSTOMER SPECIFIC DOCUMENTATION, TRAINING, AND MEETINGS

Contractor shall be capable of developing and providing custom or project specific documentation, training programs or conducting Information Sharing Meetings. The scope, deliverables, and level of effort for this support shall be detailed in a task order issued by the Contracting Officer.

3.4.3

CUSTOMER SPECIFIC PRODUCTION AND TEST SUPPORT SERVICES

The contractor shall support the production system activities of those customer specific applications it is tasked to operationally support and maintain. The scope of the production support and production testing support activities shall include but not be limited to:

· Troubleshooting of production system problems.

· Data Services Management and support (Bloomberg, Reuters, Haver, Research Insight).

· Executive support.

· Monitoring automated file downloads.

· Weekly re-indexing.

· Managing the configuration management tool.

· Planning, evaluating and pre-testing security patches on the Test LAN prior to implementation on production with best practice patch cycle proposed by the contractor and coordinated with OCIO infrastructure contractors.

· Implementing product software changes, releases, or COTS product updates, etc.

3.5 Task AREA 5: Provide Value Engineering Support Services When in receipt of a task order for Task Area 5, the contractor shall perform value engineering support functions to ensure that the portfolio of applications, new business solutions and the target infrastructure for these applications sustain the OCIO’s goals and practices for sound information resource management.

Contractor shall provide and integrate the following program-wide engineering support services into the performance of each order.

a) Solution Architecture Standards, and Security Compliance Engineering

b) Technology Refresh and New Technology Insertion

c) Business Planning and Processing Engineering

d) Level-2 and Level-3 Problem Management Support Engineering

e) Customer Consulting

f) Resident Application Support within Line of Business Program Office

g) Supporting the OCIO responsibilities for Capital Planning and Investment Control (CPIC); IT Governance; and FISMA Compliance within the context of business applications and solutions.

3.5.1 SUPPORT SERVICES FOR CIO FUNCTIONS (APPLICATIONS AND SOFTWARE RESOURCE MANAGEMENT)

When in receipt of a task order, the contractor shall assist the HQ IT organization in meeting the OCIO Information Resource Management responsibilities in the context of business information systems and solutions. This includes but is not limited to the OCIO responsibilities for Enterprise Architecture (EA), Information Security, IT Governance, Database Administration, Information Systems Standards; business and technology strategic and tactical planning; and Capital Planning and Investment Control. The contractor shall:

a) Establish business models and practices to ensure new applications comply with the Federal, Treasury EA , and industry best practices (i.e., Service Oriented Architecture (SOA)); as well as ensuring legacy applications are regularly evaluated as to life cycle state and business case with respect to migration to the EA.

b) Maintain and refresh the existing DO Business Needs Assessment as the baseline for the DO application architecture.

c) Provide on-going business models and practices to ensure application architecture and design support Federal Information Security Management Act (FISMA), HSPD-12 and other information security policies and directives.

d) Develop and maintain internal ASSC program directives, guidance and validation methods to ensure solutions delivered are and shall sustain architecture, security, and infrastructure compliance.

e) Assist in the preparation of major application system investment planning and approval documentation as required by OMB, Treasury’s Investment Review Board, and the ACIO-IO Investment Governance Board to obtain investment funding and approval to provision - invest in new business solutions, systems and services.

f) Assist in the HQ IT function in its preparation of the annual ASSC Applications budget planning process by providing input to a three-part tactical business systems plan that outlines: 1) updated core business needs, 2) identification of existing IT gaps in the ability to meet these needs, and 3) estimation of the multi-year investments needed to address successful solutions to these needs.

g) Provide overall application database administration services that encompass: a) architecture and 3-5 year tactical technology plan; b) database standards and business practices; c) business process for operational surveillance and health monitoring; and d) level-3 technical support.

h) For the ASSC Systems maintained, prepare and maintain an ASSC Systems Continuity of Operations Plan (COOP)/Disaster Recovery (DR) plan. Then using this plan as a guide, assist in the planning and conduct of the annual exercise(s) to ensure all applications having a COOP/DR requirement are engineered, implemented, and operated for the investment appropriate COOP/DR services. This business application COOP/DR plan and exercise shall be consistent and in concert with the OCIO COOP/DR efforts and architecture.

3.5.2

TECHNOLOGY INNOVATION

When in receipt of a Task Order to do so the Contractor shall perform periodic reviews/evaluations of all ACIO-IO installed hardware and software to ensure the Treasury’s technology remains current. The Contractor shall conduct reviews of technology improvements and innovations and recommend potential solutions to the Government. Contractor shall place emphasis on solutions which provide added value such as:

a) Creative, pertinent, and constructive technical support;

b) Technical proposals that improve the method of implementing established requirements;

c) Technical approaches that demonstrate savings in hardware and/or software development costs;

d) Development and utilization of capabilities and resources that significantly improve performance, process control problems, and quality control;

e) Identification of emerging technologies and recommendations on their adoption.

Additionally, contractor shall evaluate the following areas, in fostering DO integration:

· Hardware and software products;

· Multi-media technology, to include optical character recognition, audio, video, and image scanning technologies;

· All aspects of electronic information exchange, dissemination, and electronic data interchange standards;

· Evolving access and interchange tools and capabilities over Intranet, Extranet, Internet, and the World Wide Web.

The contractor shall perform benchmark tests, product demonstrations, briefings on findings, written reports, etc. as the result of the above evaluations. Any technology innovation efforts will not be procure under this vehicle or will the Contractor be eligible to compete on these requirements.

3.5.3

ENTERPRISE ARCHITECTURE AND TREASURY HOSTING ENVIRONMENTS

In the development of applications and IT solutions tasked, the contractor shall have an on-going responsibility to keep current with the Treasury enterprise architectural requirements and respective applications’ hosting environments. Applications and solutions delivered shall be consistent with existing and near term architectures, be predicated upon Commercial-Off-the-Shelf (COTS) solutions, and leverage Treasury licenses and Treasury/GSA “best buy” offerings.

3.6 Task AREA 6: Web and Collaboration Services

In meeting the objectives of the Treasury Strategic Plan, the Department’s Program and Policy Offices have mission requirements to publish and collect line of business data and information in support of internal business functions; for collaboration with Bureau operations; and for external sharing with government, business and private citizen sectors.

When in receipt of a task order, the contractor shall support this business need by managing these business software solutions for these needs by offering:

(1) Web Services: Manage and maintain the Treasury Public Web site, www.treas.gov, the Treasury-wide Intranet, and the Departmental Offices Portal within the Government provided environment.

(2) Collaborative Services: Manage and maintain COTS products and tools to enable electronic collaboration within Departmental Office organizational entities, collaboration among formal Departmental Office entities, and between common lines of business between the Departmental Offices and the Bureaus.

For these services the contractor shall manage the information resources, provide customer/end user support and guide the Government in the solution life cycle management of these services.

Web Services: The contractor shall manage the architecture (physical, informational, and content); maintain compliant authentication and access controls; ensure information security and government policy compliance; publish and refresh content; coordinate content from content providers; maintain web content and design standards and guidance; monitor web site performance, faults, trouble tickets, and operational security; provide quality control; and evaluate, recommend, and implement technological enhancements.

Collaborative Services: The contractor shall maintain, administer, and support the collaborative services being offered by the OCIO. The Government will provide the COTS products and tools within the existing government hosting environment. The contractor shall: a) collaborate with and assist the Government in the configuration and change management of these products and tools as recommended; b) provide customer support in the use of the service; c) assist customers in content management, organization, and recovery: and d) collaborate and support in the adoption/implementation of product releases, versions, or COTS product replacement.

3.7 Task AREA 7: Treasury Secure Network Applications

When in receipt of a task order for Task Area 7, the Contractor shall develop specialized business applications to be implemented and maintained within the Treasury’s Secure Data Network (TSDN). The applications shall be developed and maintained in accordance with all of the system development and system management requirements defined herein, except where superseded by U.S. National Security Systems (NSS) authority requirements. For those applications developed and supported specifically for the TSDN environment, the contractor shall:

· Provide and ensure appropriately cleared personnel (Secret or higher);

· Handle and “firewall” all project documents and working papers in accordance with Federal and Treasury policies and practices designated for that specific program’s security level;

· Perform development and maintenance work only in the Treasury provided secure environment for these applications;

· Maintain the appropriate controls, reporting, and storage of materials in accordance with Program and Project office practices and policies;

· Comply with NSS Community standards for “classified systems”.

The current inventory of applications does not presently include any such “classified” applications to be assumed by the contractor at contract award. However, it is envisioned that within the first year of the ASSC contractor’s effort there is potential to develop one (1) or more such applications.

3.8 Task AREA 8: Provide end-of-Contract Transition Support

Near the completion of the final period of performance for this contract and its associated Task Orders, the contractor may receive a Task Order to perform phase-out activities and create the necessary processes for transition of application support services to the subsequent services contract. The contractor shall provide phase-out support that includes, but is not limited to, the following activities:

a) Coordination with Government and Follow-on contractor on phase-out activities;

b) Updating, validating, and transferring software and support documentation;

c) Participating in phase-out transition activities, including planning sessions, application demonstrations, training, and ad hoc information sharing;

d) Transferring any licensed software.

The ASSC contractor shall be responsive and assist in the transition of ASSC applications to the follow-on contractor(s). The ASSC contractor shall coordinate and transfer all ASSC program management and technical data, including solution engineering and architecture documentation; facilitate information sharing; comply with arrangements made for future application and infrastructure upgrades; and identify a transition team to assist the Government and the follow-on contractor during the transition period. Contractor shall assume that the transition support period of performance is sixty (60) days.

DELIVERABLES

In the performance of Task Orders issued under this contract, the Contractor shall be required to develop and maintain the deliverables defined through Task Orders pertaining to Task Areas 1 though 8 as described in Section 3. The list below presents the types of deliverables that the contractor will be required to develop:

1. Transition and Assumption Control Plan

2. Program Management Plan

3. Budget Forecast

4. Staffing Plan

5. Quality Assurance/Control Plan

6. Monthly Status Report

7. Monthly Program Review Meetings

8. Quarterly Program Review

9. Quality Mgt and Surveillance Report

10. Business Case Analysis

11. Requirements Definition Document

12. Use Cases

13. System Architecture Design Document

14. Preliminary Design Review

15. Critical Design Review

16. Detailed Design Specifications

17. Implementation and Deployment Plan

18. System Acceptance Test Plan

19. Training Plan

20. Training Materials

21. User and Administration Manuals

22. Customer Satisfaction Survey The above is not an exhaustive or authoritative list, but rather include din here to present the types of documentation and deliverables that will be required as part of the services rendered on this contract.

SERVICE PERFORMANCE

The following table presents the service performance requirements established for this contract. The contractor shall ensure consistent achievement of these performance requirements throughout contract performance. The contractor shall use the methods, techniques, and processes identified in its Quality Assurance Plan in meeting the performance requirements.

5.1 Performance Metrics Table

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Note: A minimum user response rate of 30% will be used

Total Scores During Quarter (TSQ) Formula is = TSQ/NSRQ

Total Scores During Quarter (TSQ) Formula is = TSQ/NSRQ

Total Incidents Not Resolved within 2 hrs (TNR)

Formula is =

1 – (TNR/TI)

2.2 Time to Return to Service (Priority 2)

Total Incidents Not Resolved within 4 hrs (TNR)

Formula is =

1 – (TNR/TI)

2.3 Time to Return to Service (Priority 3)**

· Inquiries regarding system use

· Inquiries regarding new capabilities Total Incidents (TI)

Total Incidents Not Resolved within 8 hrs (TNR)

Formula is =

1 – (TNR/TI)

· Any system or service outage detected via the DO automated system monitoring tools Total Incidents (TI)

Total Incidents Not Responded to within 30 minutes (TNR)

Formula is =

1 – (TNR/TI)

· Any system or service outage detected via the DO automated system monitoring tools Total Incidents (TI)

Total Incidents Not Resolved within 4 hrs (TNR)

Formula is =

1 – (TNR/TI)

Total # of Changes with no adverse effect (NTCWOA) Formula is =

NTCWOA/NTC

** If code changes are required, the "close" metric will be adjusted on a case-by-case basis, via a discussion with the COTR and approval by the CO, and mutual agreement.

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5.2 Incentives and Disincentives Plan

The incentives and disincentives plan is based on the definition of the AQLs. AQLs pertain to the Performance Standards identified in this PWS. The AQLs establish the threshold against which the Contractor’s performance will be measured.

5.2.1 AQL Performance Calculation Table

The following table defines the methodology the government will use in calculating the disincentives assessed based on the contractor’s performance against the thresholds established by the AQLs.

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5.2.2 Disincentives

The performance period for disincentives is monthly. For each month that service lacks required performance, a deduction shall be taken. Even though the performance is tracked on a monthly basis, the timeframe against which the calculations are made to determine if the performance targets are met, exceeded, or missed will be the entire Quarter (Jan-March, April-June, July-Sept., and Oct-Dec).

The Incentives and Disincentives Plan establishes the actual disincentives applied against quarterly performance that are reviewed monthly and assessed on a quarterly basis. Regular reporting and tracking of disincentives shall be done as part of the Contractor’s Monthly Program Management Report submitted in accordance with the requirements of Section 4.0 Deliverables. Disincentives are applied to the Firm-fixed Price portion of the next Monthly invoice following the Quarterly assessment. At the end of the quarter the Performance Review Board shall determine the disposition of the disincentives using the data, analysis and Contractor’s performance during the entire performance period. The determination of the Performance Review Board shall be considered as final.

5.2.3 Incentives

The government will pool any disincentives assessed in a given performance assessment quarter, and provide the contractor with a chance to earn the disincentive back during the quarter immediately following it. In order to earn the incentive, the contractor shall meet all AQLs on all three SLA groups, and exceed the AQLs in those specific SLA metrics marked for incentive in the following table. This shall apply to contractor’s actual performance during the quarter immediately following that in which a disincentive was assessed. If the contractor does earn back any disincentives in the form of an incentive as described above, the contractor shall include the dollar amount associated with the incentive in the monthly invoice immediately following the quarter in which the determination was made.

The contractor can also “bank” incentive performance achieved in a given performance quarter exactly as defined above, to offset against any future disincentives that may be incurred in upcoming quarters. However, this “banking” of incentives shall only be valid within a given contract year (base or option year). Furthermore, any incentives earned (banked) applies only against disincentives that would otherwise have been incurred during that same quarter. In other words, if the contractor has earned incentives that exceed the amount of disincentives, these would not be applied until such time as they are needed. Regardless, the government will not pay any “banked” incentives that are in excess of any total disincentives assessed against the contractor in a given year. At the end of a contract period, any “banked” incentives that have not been offset due to a disincentive will be null and void, and the process will start over again with the exercise of the new contract period. In the case of “banking” incentives, the dollar amount of the incentive will not be reflected in any monthly invoice until such time when there is a disincentive. The incentives shall only be used to offset disincentives, past or future.

Regular reporting and tracking of incentives shall be done as part of the Contractor’s Monthly Program Management Report submitted in accordance with the requirements of Section 4.0 Deliverables. At the end of the quarter the Performance Review Board shall determine the disposition of the incentives using the data, analysis and Contractor’s performance during the entire performance period. The determination of the Performance Review Board shall be considered as final.

5.2.4 Performance Review Board

The Performance Review Board will meet quarterly to review the contractor’s performance and will be comprised of the following:

· CO

· COTR;

· Director, HQIT; and

· A representative from the ASSC applications owners’ community.

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