Attachment J-8 OMS Task Order 4 Products and Applications PWS_Terms and Conditions.pdf

Attachment J-8

U.S. Department of Commerce

Operations, Maintenance, and Sustainment

(OMS) IDIQ

Task Order 4 Products and Applications

Performance Work Statement (PWS), Terms, and Conditions

National Oceanic and Atmospheric Administration (NOAA)

Acquisition and Grants Office (AGO) Satellite and Information Acquisition Division (SIAD)

SECTION B - SUPPLIES OR SERVICES AND PRICE/COST

B.1 TERMS AND CONDITIONS

All terms and conditions of Operations, Maintenance, and Sustainment (OMS) Indefinite-Delivery Indefinite-Quantity (IDIQ) contract # to be completed at time of award apply to this task order in addition to those included herein. “Contracting Officer”statements contained herein refer to the Task Order Contracting Officer.

B.2 CONTRACT TYPE

This is a Firm Fixed Price (FFP) and Time and Materials (T&M) hybrid order. CLIN X001 is FFP and CLINs x002 and x003 are T&M. ODC’s consist of travel and training.

B.3 CONTRACT LINE ITEM NUMBER (CLIN) STRUCTURE

BASE PERIOD – January 1, 2021 to December 31, 2021*

CLIN DESCRIPTION TYPE QTY UNIT UNIT PRICE EXTENDED

PRICE

0001 Product Customer Service Desk FFP 12 MO

<to be completed at time of award>

<to be completed at time of award>

Product and Satellite Programming Support

(NTE)

T&M 1 TK

0002A Product Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

0002B PSDI Projects (NTE) T&M 1 TK <to be completed at time of award>

<to be completed at time of award>

0002C Satellite Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

0003 Other Direct Costs

(NTE) T&M 1 TK $2,387,629 $2,387,629

BASE PERIOD TOTAL

<to be completed at time of award>

OPTION PERIOD 1 – January 1, 2022 to December 31, 2022*

1001 Product Customer Service Desk FFP 12 MO

<to be completed at time of award>

<to be completed at time of award> 1002 Product and Satellite T&M 1 TK

Programming Support

(NTE)

1002A Product Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

1002B PSDI Projects (NTE) T&M 1 TK <to be completed at time of award>

<to be completed at time of award>

1002C Satellite Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

1003 Other Direct Costs

(NTE) T&M 1 TK $2,459,258 $2,459,258

OPTON PERIOD 1 TOTAL

<to be completed at time of award>

OPTION PERIOD 2 – January 1, 2023 to December 31, 2023*

2001 Product Customer Service Desk FFP 12 MO

<to be completed at time of award>

<to be completed at time of award>

Product and Satellite Programming Support

(NTE)

T&M 1 TK

2002A Product Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

2002B PSDI Projects (NTE) T&M 1 TK <to be completed at time of award>

<to be completed at time of award>

2002C Satellite Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

2003 Other Direct Costs

(NTE) T&M 1 TK $2,533,036 $2,533,036

OPTION PERIOD 2 TOTAL

<to be completed at time of award>

OPTION PERIOD 3 – January 1, 2024 to December 31, 2024*

3001 Product Customer Service Desk FFP 12 MO

<to be completed at time of award>

<to be completed at time of award>

Product and Satellite Programming Support

(NTE)

T&M 1 TK

3002A Product Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

3002B PSDI Projects (NTE) T&M 1 TK <to be completed at time of award>

<to be completed at time of award>

3002C Satellite Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

3003 Other Direct Costs

(NTE) T&M 1 TK $2,609,027 $2,609,027

OPTION PERIOD 3 TOTAL

<to be completed at time of award>

OPTION PERIOD 4 – January 1, 2025 to December 31, 2025*

4001 Product Customer Service Desk FFP 12 MO

<to be completed at time of award>

<to be completed at time of award>

Product and Satellite Programming Support

(NTE)

T&M 1 TK

4002A Product Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

4002B PSDI Projects (NTE) T&M 1 TK <to be completed at time of award>

<to be completed at time of award>

4002C Satellite Operations

(NTE) T&M 1 TK

<to be completed at time of award>

<to be completed at time of award>

4003 Other Direct Costs

(NTE) T&M 1 TK $2,687,298 $2,687,298

OPTION PERIOD 4 TOTAL

<to be completed at time of award>

TASK ORDER 4 TOTAL ESTIMATED AMOUNT

<to be completed at time of award>

*The dates above are anticipated and may be revised if necessary to reflect the actual task order award date.

B.4 COMMERCE ACQUISITION REGULATION (CAR) 1352.216-77 CEILING

PRICE (APR 2010)

The ceiling price of this contract is to be completed at time of award. The contractor shall not make expenditures nor incur obligations in the performance of this contract which exceed the ceiling price specified herein, except at the contractor's own risk.

(End of Clause)

B.5 NOAA ACQUISITION MANUAL (NAM) 1330-52.232-70 NOAA LIMITATION

OF FUNDS ON TIME AND MATERIALS AND LABOR HOUR CONTRACTS

(MAY 2015)

It is estimated that the total cost to the Government for the performance of this task order shall not exceed the ceiling price of to be completed at time of award for the T&M CLINs only.

Funds in the amount of to be completed at time of award are hereby allotted. The balance of this contract’s estimated ceiling will be allotted upon availability of funds through a unilateral modification(s).

Limitation of Funds on Time-and-Materials and Labor-Hour Contracts (MAY 2015)

(a) The parties estimate that performance of this task order will not cost the Government more than the ceiling amount specified in the contract. The Contractor agrees to use its best efforts to perform the work specified in the Schedule and all obligations under this contract within the ceiling amount.

(b) The Schedule specifies the amount of funds presently available for payment by the Government and allotted to this contract as well as the items covered. The parties contemplate that the Government will allot additional funds incrementally to the task order up to the full estimated cost to the Government specified in the Schedule, provided that funds become available. The Contractor agrees to perform work on the task order up to the point at which the total amount paid and payable by the Government under the contract approximates but does not exceed the total amount actually allotted by the Government to the task order.

(c) The Contractor shall notify the Contracting Officer in writing whenever it has reason to believe that the costs it expects to incur under this contract in the next 60 days, when added to all costs previously incurred, will exceed 85% of the total funded amount so far allotted to the task order by the Government. The notice shall state the additional funds required to continue performance for the period specified in the Schedule.

(d) Except as required by other provisions of this contract, specifically citing and stated to be an exception to this clause –

(1) The Government is not obligated to reimburse the Contractor for costs incurred in excess of the total amount allotted by the Government to this task order; and

(2) The Contractor is not obligated to continue performance under this task order or otherwise incur costs in excess of the amount then allotted to the task order by the Government until the

Contracting Officer notifies the contractor in writing that the amount allotted by the Government has been increased and specifies an increased amount, which shall then constitute the total amount allotted by the Government to this task order.

(e) Change orders shall not be considered an authorization to exceed the amount allotted by the Government specified in the Schedule, unless they contain a statement increasing the amount allotted.

(f) Nothing in this language shall affect the right of the Government to terminate this task order.

If this task order is terminated, the Government and the Contractor shall negotiate an equitable distribution of all property produced or purchased under the contract, based upon the share of costs incurred by each.

(End of Contract Language)

(END OF SECTION B)

SECTION C - DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

The Government requires the services described in attachment #J-1 – Task Order 4 Performance Work Statement (PWS).

(END OF SECTION C)

SECTION D - PACKAGING AND MARKING

No additional packaging or marking requirements apply to this task order.

(END OF SECTION D)

SECTION E - INSPECTION AND ACCEPTANCE

E.1 CAR 1352.246-70 PLACE OF ACCEPTANCE (APR 2010)

The Contracting Officer or the duly authorized representative will accept supplies and services to be provided under this contract.

The place of acceptance will be the places of performance under section F.2 of this task order.

(END OF SECTION E)

SECTION F - DELIVERIES OR PERFORMANCE

F.1 CAR 1352.270-70 PERIOD OF PERFORMANCE (APR 2010)*

(a) The base period of performance of this contract is from January 1, 2021 through December 31, 2021. If an option is exercised, the period of performance shall be extended through the end of that option period.

(b) The option periods that may be exercised are as follows:

Period Start date End date

Option I January 1, 2022 December 31, 2022

Option II January 1, 2023 December 31, 2023

Option III January 1, 2024 December 31, 2024

Option IV January 1, 2025 December 31, 2025

(c) The notice requirements for unilateral exercise of option periods are set out in FAR 52.217-9.

*The dates above are anticipated and may be revised if necessary to reflect the actual task order award date.

F.2 PLACE OF PERFORMANCE

The primary place(s) of performance for this task order will be:

NOAA Satellite Operations Facility (NSOF) 4231 Suitland Road Suitland, MD 20746

NOAA Center for Weather and Climate Prediction 5830 University Research Court College Park, MD 20740

Other remote locations (that may require infrequent ad hoc visits) are:

NOAA Wallops Command and Data Acquisition (WCDA) US Department of Commerce

NOAA Wallops CDA Station 35663 Chincoteague Rd Wallops, VA 23337

NOAA Fairbanks Command and Data Acquisition Station (FCDAS) 1300 Eisele Road Fairbanks, Alaska 99712

NOAA Consolidated Backup Unit (CBU) 1000 Galliher Drive, Suite 1000 Fairmont, WV 26554

NASA’s Goddard Space Flight Center 8800 Greenbelt Rd, Greenbelt, MD 20771

F.3 NAM 1330-52.215-70 SCHEDULE OF DELIVERABLES (SEPT 2005)

The following is a schedule of all deliverables, including administrative deliverables, required during the period of performance of this task order: See attachment J-TO4-01 (Task Order 4 PWS) Appendix A Deliverables.

(END OF SECTION F)

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 CAR 1352.201-72 TASK ORDER CONTRACTING OFFICER’S

REPRESENTATIVE (COR) (APR 2010)

(a) To be designated at time of award is hereby designated as the Task Order Contracting Officer's Representative (TO COR). The TO COR may be changed at any time by the Government without prior notice to the contractor by a unilateral modification to the contract.

The TO COR is located at:

Address: NOAA Satellite Operations Facility (NSOF) 4231 Suitland Road Suitland, MD 20746

Phone Number:

Email:

(b) The responsibilities and limitations of the TO COR are as follows:

(1) The TO COR is responsible for the technical aspects of the contract and serves as technical liaison with the contractor. The TO COR is also responsible for the final inspection and acceptance of all deliverables and such other responsibilities as may be specified in the contract.

(2) The TO COR is not authorized to make any commitments or otherwise obligate the Government or authorize any changes which affect the contract price, terms or conditions. Any contractor request for changes shall be referred to the Contracting Officer directly or through the TO COR. No such changes shall be made without the express written prior authorization of the Contracting Officer. The Contracting Officer may designate assistant or alternate TO COR(s) to act for the TO COR by naming such assistant/alternate(s) in writing and transmitting a copy of such designation to the contractor.

(3) The TO COR does not have authority to alter the Contractor’s obligations or to change the task order specifications, price, terms, or conditions. If, as a result of technical discussions, it is desirable to modify task order obligations or the specification, changes will be issued in writing and signed by the CO.

G.2 NAM 1330-52.242-70 SUBMITTAL OF INVOICES (FEB 2011)

The Contractor shall prepare and submit an invoice to the TO COR for approval, and copy the following individuals as follows:

Contracting Officer: To be filled in at time of award Contract Specialist(s): To be filled in at time of award IDIQ Contracting Officer Representative (COR): To be filled in at time of award

All invoices shall be submitted by the 10th day of the subsequent month.

To constitute a proper invoice, the contractor’s invoice shall be prepared in accordance with, and contain all elements specified in, the paragraph titled, “Contractor’s Invoice,” of the applicable prompt payment provision of the contract (e.g., FAR 52.232-25, Prompt Payment; FAR 52.232-26, Prompt Payment for Fixed-Price Architect Engineer Contracts; or FAR 52.232-27, Prompt Payment for Construction Contracts). For contracts and orders for commercial items and services, paragraph (g) of FAR 52.212-4, titled, “Invoices,” applies. If the invoice does not comply with the applicable prompt payment provision of the contract, the TO COR will return it to the contractor within seven days after the date the designated office received the invoice along with a statement as to the reasons why it is not a proper invoice.

(END OF SECTION G)

SECTION H - SPECIAL CONTRACT REQUIREMENTS

H.1 CAR 1352.237-75 KEY PERSONNEL (APR 2010)

(a) The contractor shall assign to this contract the following key personnel:

(Name - to be completed at time of award) (Task Order 4 Project Manager)

(b) The contractor shall obtain the consent of the Contracting Officer prior to making Key Personnel substitutions. Replacements for Key Personnel must possess qualifications equal to or exceeding the qualifications of the personnel being replaced, unless an exception is approved by the Contracting Officer.

(c) Requests for changes in Key Personnel shall be submitted to the Contracting Officer at least fifteen (15) working days prior to making any permanent substitutions. The request should contain a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutes, and any additional information requested by the Contracting Officer. The Contracting Officer will notify the Contractor within ten (10) working days after receipt of all required information of the decision on substitutions. The contract will be modified to reflect any approved changes.

(END OF SECTION H)

SECTION I - CONTRACT CLAUSES

I.1 FAR 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)*

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed six (6) months. The Contracting Officer may exercise the option by written notice to the Contractor before the contract expires.

*Inclusion of FAR clause 52.217-8, Option to Extend Services, in the order is for use by the Government as outlined at FAR 37.111, Extension of Services. The option will be exercised as needed at any time during the life of the order using the rates applicable at the time of exercise.

I.2 FAR 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT

(MAR 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor anytime within the current performance period of the contract; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed 5 years.

(END OF SECTION I)

SECTION J - ATTACHMENTS (continues on next page)

Attachment J-TO4-01 Task Order 4 Performance Work Statement

(END OF SECTION J)

Attachment J-TO4-01

National Environmental Satellite, Data, and Information Service (NESDIS)

Office of Satellite and Product Operations (OSPO) and

Office of Satellite Ground Services (OSGS)

Products and Applications Task Order 4

Performance Work Statement (PWS)

March 25, 2020

OPERATIONS, MAINTENANCE, AND SUSTAINMENT

TASK ORDER 4 PWS - PRODUCTS, SERVICES & APPLICATIONS

Table of Contents

1.0 Overview 4

1.1 Products, Applications, and Services Background 4

2.0 Scope 5

2.1 Place of Performance 6

2.2 References 7

3.0 Requirements 7

3.1 Program Management 7

3.2 Contract Transition 8

3.3 Monitoring and Customer Support 8

3.3.1 General Requirements 9

3.3.2 OSPO Satellite Product Monitoring and Customer Service Desk 9

3.3.3 Product, Application and Service Monitoring 10

3.3.3.1 Software Product Monitoring 10

3.3.3.2 Data Set Monitoring 11

3.3.3.3 Scientific Monitoring 11

3.3.3.4 Operational/Production Monitoring 11

3.3.3.5 Product Completion Monitoring 11

3.3.3.6 Product Accuracy Monitoring 11

3.3.3.7 Operational/Production Test Monitoring 11

3.3.3.8 Product Distribution Monitoring 12

3.3.3.9 Systems Analysis Support to Operations 12

3.3.3.10 Services Monitoring 12

3.4 Product Support Requirements 13

3.5 Software Maintenance Requirements 14

3.5.1 General Software Maintenance Requirements 14

3.5.1.1 Reactive Software Maintenance 14

3.5.1.2 Routine Software Maintenance 15

3.5.1.3 Adaptive Software Maintenance 15

3.6 Satellite Product Maintenance 16

3.7 Critical Infrastructure Protection (CIP) Support Maintenance Requirements 16

3.8 Satellite Product and Services Transition to Operations 17

3.9 Website Support 19

3.10 Specific Product, Application, and Services Requirements 22

3.10.1 Satellite Analysis Branch (SAB) Support 22

3.10.2 National Ice Center (NIC) Meteorologist/ Synthetic Aperture Radar (SAR) Support/ Satellite Image Processing and Analysis System (SIPAS) 24

3.10.2.1 Operations and Maintenance for NIC’s, SIPAS and IMS Applications 25

3.10.3 Direct Services Branch (DSB) Support 25

3.10.3.1 FTS Operations and Maintenance 30

3.10.4 Satellite Operations Software Maintenance 31

3.11 Information & Cyber Security Support 32

4.0 Performance Requirements Summary 32

Appendix A. Deliverables 37

Appendix B. Acronym Listing 39

1.0 Overview

The Office of Satellite and Product Operations (OSPO) and the Office of Satellite Ground Services (OSGS) have shared responsibilities in managing legacy satellite ground systems and product processing systems. This Task Order 4 Performance Work Statement (PWS) specifies the requirements for Products and Applications Support for the OMS contract.

1.1 Products, Applications, and Services Background

Satellite products include operational OSPO software applications that generate and distribute satellite-derived products and services to the National Oceanic and Atmospheric Administration (NOAA) and other users. These products and applications support critical mission systems and customers, so they must be available, secure, and reliable to deliver high quality and timely products. Environments requiring product and application support include: 1) NOAA’s Satellite Operations Control Center (SOCC) and 2) Environmental Satellite Processing Center (ESPC).

Services include the geostationary and polar satellite direct broadcasts and rebroadcasts. The Contractor’s work requirements associated with these services are described in this PWS.

Operational Application Support

Operational software applications manage the ground system components that command, control and communicate with the mission satellites. This includes network and hardware device drivers and interfaces, antenna tracking software, data ingest, processing to level 1B, and distribution systems.

Tasks associated with operational applications are:

● Maintaining ground station software systems that command and control the mission ground systems.

● Managing the applications that support operational product generation, data distribution, websites to customers, databases, or document management systems.

Operational Product Support

Product Support includes the generation and distribution of satellite-derived products and services to NOAA and other users. Product systems include complete software systems that are required to create products from current, future, and next generation NOAA satellites and non-NOAA satellites. In addition, ESPC software products also include ancillary systems that monitor and archive the data and products. Product system software must meet National Environmental Satellite, Data, and Information Service (NESDIS)-approved software coding and documentation standards and the OSPO Software Configuration Management (CM) Plan, and are administered by Government configuration management procedures.

● Manual and man-machine mix product generation is governed by standard Satellite Analysis Branch (SAB) and National Ice Center (NIC) operating procedures. These products include:

○ Real-time, operational volcanic ash, tropical storm, precipitation, oil spill/marine debris and/or fire/smoke products.

○ Snow and ice products or Synthetic Aperture Radar (SAR) imagery.

○ Satellite product databases supporting products and applications.

Product generation and distribution of satellite derived products require the following types of support:

● Operational software applications generate and distribute satellite-derived products and services to NOAA and other users.

● Maintenance of products and applications.

● Ensure compliance, reliability, availability, and maintainability of the OSPO operational applications to ingest data, generate, and distribute products.

● Ensure compliance, reliability, availability, and maintainability of the SOCC command and control, data acquisition, and product generation and distribution.

● Provide timely response to telephone or email inquiries requesting support or status updates on specific satellites, products, or services.

● Assist performing user outreach, support web services, and inform users regarding environmental satellite products and services.

● Provide training.

2.0 Scope

The products and applications support for applicable Government ground systems is listed in Table 2.0-1 and Table 2.0-2. These systems are referred to as “Assigned Systems” herein.

Table 2.0-1 NESDIS Systems Data and/or Systems Supported

NESDIS Systems Data and/or Systems Supported Data System Access

GOES NOP Legacy Geostationary Operational Environmental Satellites N/O/P Ground System

Y Y

DSCOVR Space Weather Ground System (Deep Space Climate Observatory (DSCOVR)) is an independent ground system that is a part of the GOES NOP system security boundary. It may become a security boundary that contains only

DSCOVR at some future date.)

N N

ESPC Environmental Satellite Processing Center Y Y NJGS NOAA JASON-3 Ground System Y Y

GOES R Series Geostationary Operational Environmental Satellites Ground System

Y Y

JPSS Series Joint Polar Satellite System Ground System Y Y POES Legacy Polar-orbiting Operational

Environmental Satellite Ground System Y Y

DMSP

Non-NOAA

Defense Meteorological Satellite Program (NOAA Operates this DOD Satellite)

Y Y

MSL Mission Support Local Area Network (LAN) Y Y

Table 2.0-2 Non-NESDIS Systems Supported under Task Order 4

Non-NESDIS Systems Supported Data System Access

AWIPS / NCEP Advanced Weather Interactive Processing System 2 (AWIPS2), National Centers for Environmental

Prediction (NCEP) Advanced Weather Interactive Processing System (NAWIPS)

Y N

Space Science and Engineering Center

Cooperative Institute for Meteorological Satellite Studies’ Man computer Interactive Data Access

System (McIDAS)

Y N

Individual system inventories, drawings, descriptions and interfaces are available in the OMS Acquisition Document Library.

The Contractor provides the required subject matter expertise, personnel, material, equipment, services, and facilities to perform and deliver product and application support for the Assigned Systems with no interruption of services.

The Contractor shall provide qualified personnel with professional and technical expertise commensurate with their responsibilities, and any certifications in accordance with IDIQ Attachment J-2 Labor Categories Descriptions.

2.1 Place of Performance

The work locations for this task order are listed below:

● NOAA Satellite Operations Facility (NSOF) located in Suitland, MD

● NOAA Center for Weather and Climate Prediction (NCWCP) located in College Park, MD

Other remote locations (that may require infrequent ad hoc visits) are:

● NOAA Wallops Command and Data Acquisition Station (WCDAS) located in Wallops, VA;

● NOAA Fairbanks Command and Data Acquisition Station (FCDAS) located in Fairbanks, AK;

● NOAA Consolidated Backup Unit (CBU) located in Fairmont, WV

2.2 References

The most current edition of the following reference documents are included in the OMS Acquisition Library and apply to this task order:

● OSPO System Description

● OSPO System Inventories

● OSPO Configuration Management Plan

● OSPO Configuration Management Procedures

● OSPO Configuration Control Board Charters

● OSPO Incident Reporting Policy

● GOES-R Series Product Definition and User’s Guide

● JPSS Level 1 Requirements Document Supplement

● Satellite Products and Services Review Board Process

● L2 Products Produced by Applications

3.0 Requirements

3.1 Program Management

Program management related requirements for Task Order 4 activities are specified and are to be performed by the Contractor under Task Order 1. In addition, the following program management support activities apply to Task Order 4:

PWS-TO4-PM01: The Contractor shall provide and maintain a Resource Allocation Report [D-TO4-001], or any commercial off the shelf [COTS] tool with similar functionality showing tasks, resource management, and a project timeline. This schedule (or timeline) shall be accessible to Government personnel. Any alternative tool other than MS Project shall be approved by the Government, in advance. The schedule will be provided to the Government weekly.

PWS-TO4-PM02: The Contractor shall provide a written Weekly Status Report (work status and plan) covering Monday through Sunday no later than the close of business (COB) the first business day of the week [D-TO4-002] and meeting support to include meeting minutes and agendas (D-TO1-011) specific to active ongoing product development(s) for the duration of all product implementation tasks. The specific content of the Weekly Status Report shall be mutually agreed upon, after contract award.

PWS-TO4-PM03: The Contractor shall provide a monthly report to the Government describing new or pending licensing and warranty renewals in the Software License and Maintenance Renewal Management Report [D-TO4-003]. The Contractor shall provide license compliance validation and tracking services for all customer and COTS software applications used to support product operations.

PWS-TO4-PM04: The Contractor shall document lessons learned, identify risks, and provide mitigation plans [D-TO4-004] as they implement new products.

PWS-TO4-PM05: The Contractor shall produce a Project Plan and Schedule for Products and Applications [D-TO4-005] for project based activities such as Product System Development and Integration (PSDI) projects, large system refresh, new systems transitioning to operations, or system boundary decommissioning. The Contractor shall provide initial review of the schedule thirty days after contract award followed by weekly updates.

PWS-TO4-PM06: The Contractor shall follow their Quality Assurance Plan under Task Order 1 (D-TO1-015) and Quality Assurance Standard Operating Procedures (SOP) (D-TO1-016) when documenting software development, software modification and test case processing detailed in this task order. The software processes shall include at a minimum: completion of a requirements review, test plan, test readiness review, test and integration, test data review, an operational readiness review (ORR), and completion of all required documentation prior to a transition to operations. The Contractor shall include recommendations on process improvements to software sustainment, test, and operations.

PWS-TO4-PM07: The OSPO Configuration Management Process consists of a CM Plan, Procedure, and Configuration Control Board (CCB) Charters that will be provided in the OMS Acquisition Library., and included under Task Order 1, Program Management PWS. The Contractor shall provide all required configuration management processes and services for products and applications.

PWS-TO4-PM08: The Contractor shall perform management and configuration control for new or modified software following CM procedures.

PWS-TO4-PM09: The Contractor shall provide weekly updates for all open Configuration Change Requests (CCR) and report progress of CCR closure in the Configuration Change Requests Report under Task Order 1 (D-TO1-012). The Contractor shall perform all required activities to close CCRs per the agreed schedule, and elevate or expedite any activities required to maintain the CCR closure schedule.

3.2 Contract Transition

Transition related requirements for Task Order 4 activities are specified and are to be managed by the Contractor under Task Order 1.

3.3 Monitoring and Customer Support

3.3.1 General Requirements

Section 3.3.1 applies to all areas of support for products and applications.

PWS-TO4-MC01: The Contractor shall provide expertise in these tools, formats, languages, scripts, and operating systems applicable to products and applications:

● Tools - McIDAS, IDL, GrADS, NCL, GNU, ENVI, Matlab, ESRI ArcGIS

● Formats - netCDF, HDF, BUFR, McIDAS formats, GIS formats

● Languages - Java, SQL, C, C++, HTML, Fortran, XML, JS

● Scripting Languages - BASH, PYTHON, Perl, C-Shell

● Operating Systems - Unix, Linux, Windows

● All commercial off-the-shelf (COTS) software programs that support Products and

Applications

PWS-TO4-MC02: The Contractor shall analyze available COTS software, open GIS applications, and other NOAA applications to determine the “best fit” to meet the functional requirements. This includes providing documentation comparing results, gap analysis and risks associated with each application candidate.

PWS-TO4-MC03: The Contractor shall comply with project or product-specific NOAA agreements with other entities, including Memorandum of Understandings (MOU) and Memorandum of Agreements (MOA). The Government will provide these documents to the Contractor within the SharePoint Technical Documentation Library.

PWS-TO4-MC04: The Contractor shall deliver all product documentation in compliance with archive standards, including Federal Geographic Data Committee (FGDC) and International Organization for Standardization (ISO) compliant Metadata.

PWS-TO4-MC05: The Contractor shall assure compliance to ESPC standards of all delivered source code. The delivered code will be placed under configuration management per OSPO CM policies and procedures. Any executables that require re-building shall be extracted from the CM repository, unmodified.

PWS-TO4-MC06: The Contractor shall maintain a database of software in a centralized location, including all applicable software licensing and warranty information. This database shall be synchronized with the Product and Application configuration item (CI) database.

PWS-TO4-MC07: The Contractor shall meet or exceed overall product availability, not associated with system outages, of .999 averaged over 30 days.

3.3.2 OSPO Satellite Product Monitoring and Customer Service Desk

PWS-TO4-MC08: The Contractor shall provide a customer support desk staffing coverage 24 hours per day x 7 days per week x 365 days per year sufficient to handle the daily call, email, and customer service ticket volume estimates shown in Table 3.3.2-1:

Table 3.3.2-1 Support Volume FY19

Description Daily Average Annual Calls 20 7300

E-mails 20 7300 Customer Service Tickets

(Products) 5 1800

● The Government requires, at a minimum, four product operators certified to work independently on four operational shifts.

3.3.3 Product, Application and Service Monitoring

PWS-TO4-MC09: The Contractor shall follow the product, application or service monitoring SOP for all products and applications listed in the reference document, L2 Products Produced by Applications, and escalate to the appropriate technical point of contact for the following monitoring capabilities:

● Software Product Monitoring

● Data Set Monitoring

● Scientific Monitoring

● Operational/Production Monitoring

● Product Completion Monitoring

● Product Accuracy Monitoring

● Operational/Production Test Monitoring

● Product Distribution Monitoring

● Systems Analysis Support to Operations

● Services Monitoring

PWS-TO4-MC10: The Contractor product lead shall respond to the Product Customer Service Desk customer call requests within 15 minutes of receipt of a call request.

PWS-TO4-MC11: The Product Customer Service Desk shall acknowledge customer call requests within 2 hours of receipt.

PWS-TO4-MC12: The Contractor shall resolve Product Customer Service Desk help desk tickets within 48 hours.

3.3.3.1 Software Product Monitoring

OSPO application systems monitor: (1) satellite data flows (2) data ingest, calibration and validation, (3) OSPO data processing and production systems, and (4) OSPO data distribution systems. All OSPO products and applications are continuously monitored to assure the accuracy, completion, and integrity of content.

3.3.3.2 Data Set Monitoring

PWS-TO4-MC13: The Contractor shall monitor data sets for compliance in proper use, continuous ingest, and timely arrival of auxiliary data (e.g. ground truth data, model data, in situ data) to product distribution and access (PDA) from external sources.

3.3.3.3 Scientific Monitoring

PWS-TO4-MC14: The Contractor shall perform near real-time statistical data gathering, data quality, and long-term trend analyses to detect data characteristics for the scientific user community.

3.3.3.4 Operational/Production Monitoring

PWS-TO4-MC15: The Contractor shall perform and verify the:

● Execution of daily backup procedures for critical software libraries and files.

● Production of archive data sets and inventory records.

● Compilation of production statistics.

● Archiving of historical data.

● Operational/production processes produce expected products, with expected results, within expected latency requirements.

3.3.3.5 Product Completion Monitoring

PWS-TO4-MC16: The Contractor shall monitor adherence to product generation schedules and check proper completion of orbital jobs on a daily, weekly, and/or monthly basis as applicable.

3.3.3.6 Product Accuracy Monitoring

PWS-TO4-MC17: The Contractor shall evaluate accuracy of products and satellite-derived parameters as compared, for example, to ground/sea/atmospheric truth (model data, Family of Services, or radar data) and/or climatology.

PWS-TO4-MC18: The Contractor shall perform analysis and measurements on all software applications to ensure the accuracy of products and satellite-derived parameters.

3.3.3.7 Operational/Production Test Monitoring

PWS-TO4-MC19: The Contractor shall monitor changed software to verify that it executes as expected and shall verify that replacement software meets or exceeds the efficiency and/or accuracy of the original.

3.3.3.8 Product Distribution Monitoring

PWS-TO4-MC20: The Contractor shall maintain statistical information on:

● Product-specific distribution metrics from all distribution servers.

● Visits to all websites by external users regarding product-specific web analytics and other information useful in evaluating web presence.

PWS-TO4-MC21: When products do not meet a minimum of 99.9% availability (for all product data provided by distribution servers when the system is operationally available, averaged over a 30-day period) then the appropriate PAL must be notified.

3.3.3.9 Systems Analysis Support to Operations

PWS-TO4-MC22: The Contractor shall provide monitoring and job scheduling functions to include:

● Monitor product applications to specified levels. For example, these documents may include Level 1 requirements for the respective systems (e.g. SNPP and JPSS), GOES-R Product User guides, and associated manuals for legacy applications.

● Modify job streams, start or stop application systems, rerun jobs, set-up and support testing, and monitor production utilizing Government-supplied enterprise scheduler system.

● Monitor primary and backup IT systems and product applications to provide continuous 24 hours a day x 7 days a week x 365 days a year operations utilizing Government Furnished Equipment (GFE), SharePoint Technical Documentation Library, or Contractor-developed tool.

● Monitoring and trending of SNPP/JPSS products generated by the NESDIS Interface Data Processors (IDPs) utilizing JPSS Ground System Data Quality Monitor (DQM) Tools.

3.3.3.10 Services Monitoring

PWS-TO4-MC23: The Contractor shall provide Product Customer Service Desk and customer support, including escalating and resolving Enterprise Configuration Management Tool (ECMT) help tickets per the ESPC procedures identified in the OSPO CM Plan and notify the appropriate Service Manager, for the following:

● NOAA Satellite Information System (NOAASIS) website

● GOES Variable (GVAR)

● GOES Rebroadcast (GRB)

● Low Rate Information Transmission (LRIT) as a contingency

● High Rate Information Transmission/ Emergency Managers Weather Information

Network (HRIT/EMWIN)

● High Rate Picture Transmission (HRPT)

● High Rate Data (HRD)

● Field Terminal Support (FTS)

● Argos Data Collection System (DCS)

3.4 Product Support Requirements

PWS-TO4-PS01: The Contractor shall perform customer support functions to include:

● Support to meet mission critical data operational availability requirements. Mission critical data operational availability and notification requirements are listed in the OSPO Incident Reporting Policy.

● Customer service notification (24 hours a day, 7 days a week), issue escalation, initiate appropriate customer response and management notification utilizing established call trees and SOPs.

Note - Initial contacts are to acknowledge only receipt of customer requests and are made on behalf of the Government. The Contractor shall immediately forward each customer service response issue to the designated responsible support individual.

● Generate and review statistics of product and application usage. This includes logging of all customer support events, generating performance metrics (e.g. number of emails, calls and tickets per day, etc.).

● Generate/disseminate a daily Products and Services Event Log [D-TO4-006] to include actions, all phone calls, email contacts from the previous day by 7:00 am local time the next day.

● Manage the customer support status log and transaction files.

● Analyze messages in logs for accuracy, relevance, and timeliness.

● Update status pages (with customer support status, news, facts, and warnings).

● Collect and report on product and applications operational metrics detailed in the

GOES-R Series Product Definition and User’s Guide and JPSS Level 1 Requirements

Document Supplement. The Products and Applications Operational Metrics Report [D-TO4-007] shall be delivered monthly.

● Facilitate and provide daily logs and customer support tickets for the daily review.

● Provide training materials [D-TO4-008], train users, and support personnel utilizing customer support procedures and processes, as well as communicate system changes and notifications.

● Ensure staff proficiency on emergency procedures and the conditions required for supporting emergency situations (e.g. dismissal or Government closure announcements).

● Provide high quality customer support telephone response, assign and track customer support tickets using Government-approved systems.

● Coordinate and forward customer support requests to the designated support individual (e.g. Product Area Lead (PAL)/Government Representative) as they are received.

● Monitor customer support responses to ensure submitted requests reach in-progress state.

● Maintain customer data in the Government-furnished Customer Relation Management

(CRM) database. These activities include: provide status email notifications for all anomalies, outages, and changes to data, products, applications, or services; include users (persons), products, services, satellites, applications, instruments, organizations, and administration.

PWS-TO4-PS02: The Contractor shall perform surveys in order to measure customer satisfaction with the Help Desk. The Contractor shall work with the cognizant Government branch to develop and administer the surveys.

3.5 Software Maintenance Requirements

3.5.1 General Software Maintenance Requirements

The following section describes the general support tasks for software maintenance.

PWS-TO4-SM01: The Contractor shall deliver all software in compliance with established NESDIS standards. In the absence of NESDIS standards, the Contractor shall utilize industry best practices. For the case of industry best practices, the Contractor shall provide these to the Government for approval in advance.

PWS-TO4-SM02: The Contractor shall provide analysts with expertise in computer programming, remote sensing, and physical science.

PWS-TO4-SM03: The Contractor shall perform reactive, routine, and adaptive maintenance and database management on a 24 hours a day, 7 days a week basis for all operational ESPC applications.

3.5.1.1 Reactive Software Maintenance

For the Contractor’s immediate follow up for return to service of products where an issue has been identified and logged, the following requirements apply:

PWS-TO4-SM04: The Contractor shall resolve, regardless of the hardware platform, all unexpected problems in data acquisition software, command and control, product generation systems software and product distribution software within 48 hours or less of notification.

PWS-TO4-SM05: The Contractor shall begin corrective action within two hours of notification for problems that prevent the operational processing and or operational availability, following all notification requirements as listed in the OSPO Incident Reporting Policy, or where accuracy of the product(s) is significantly degraded for any operational products.

3.5.1.2 Routine Software Maintenance

PWS-TO4-SM06: The Contractor shall provide nominal software maintenance (i.e. monitoring, patching on a daily, weekly, monthly, or quarterly basis as reflected in the maintenance schedule), regardless of the hardware platform, for:

● Operational software used in daily operations.

● Adherence to all NESDIS/OSPO software CM policies and practices.

● Software updates.

● Performing monitoring of outputs to assure data/product integrity, compilation of statistics, backup, recovery, and security procedures.

● Implementing approved changes to operational and non-operational software.

● Performing testing and verification to ensure that new and modified software functions as intended, and meets all existing functional and performance specifications.

● Producing, delivering, and documenting corrections, modifications, adaptations and enhancements of any new product application software for ESPC operational applications

[D-TO4-009].

● Adapting, integrating and maintaining COTS third-party software used in the ESPC.

● Utilizing all Government-supplied and/or third party source software code, compilers, compiler procedures and off-the-shelf (OTS) tools required to re-create baseline software configurations.

● Routine maintenance, back-up, and support all databases utilized within the ESPC environment. These shall be readily available for operational use.

● Providing maintenance notifications in the daily change log [D-TO4-010].

3.5.1.3 Adaptive Software Maintenance

PWS-TO4-SM07: The Contractor shall perform adaptive maintenance per Satellite Products and Services Review Board (SPSRB) Software Coding and Documentation Standards.

PWS-TO4-SM08: The Contractor shall provide adaptive software maintenance to any hardware system supporting changes to operational product and application systems software. These tasks include processing environment changes (such as):

● Migration or conversion to a new computer.

https://projects.osd.noaa.gov/SPSRB/standards_software_coding.htm https://projects.osd.noaa.gov/SPSRB/standards_software_coding.htm

● System failures.

● Continuity of operations (COOP) activities.

● Environmental data formats.

● Output requirement changes.

● Satellite launches.

● To account for new satellites, satellite longitudinal and orbital changes, and instrument changes.

● Update procedures for hardware and/or system software modifications or updates.

● Provide maintenance notifications in the daily change log.

3.6 Satellite Product Maintenance

Product systems are complete software systems used to create products from current, next generation NOAA satellites, and ancillary systems used to monitor and archive data and products.

Product system software must meet NESDIS-approved software coding and documentation standards. These standards are administered per ESPC Software CM procedures.

PWS-TO4-SP01: The Contractor shall provide database maintenance support which includes:

● Updating metadata parameters.

● Functional verification of all pages (created or modified).

● Ensuring the quality and integrity of database components and tables.

● Ensuring all operations and related reports are completed.

● Support for record and field variable updates (including options to add, delete or edit).

● Providing maintenance notifications in the daily change log.

3.7 Critical Infrastructure Protection (CIP) Support Maintenance Requirements

This section contains staffing requirements to cover the activation and operations of all back up facilities in the event of a catastrophic disaster at NSOF or NCWCP.

PWS-TO4-CIP01: The Contractor shall participate and assist, as directed, in the annual execution of a COOP and disaster recovery exercise.

PWS-TO4-CIP02: The Contractor shall provide product monitoring support, maintenance, and customer support during COOP exercises. This includes ensuring products and applications remain in a ready state per COOP and CIP documentation.

PWS-TO4-CIP03: Following Government-directed COOP deactivation, the Contractor shall conduct post-COOP debriefings, capture lessons learned, and provide recommendations for business process improvements to the Government.

PWS-TO4-CIP04: The Contractor shall provide cross training to personnel to manage and operate the backup sites in the event of loss of primary OSPO support personnel.

PWS-TO4-CIP05: The Contractor shall provide and support maintenance activities of the continuity of operations and disaster recovery (COOP/DR) plan and procedures to address the immediate and longer-term needs, to include:

● Determining vulnerability to significant service interruptions for NOAA missions.

● Identifying and analyzing economic, service, public image, and other implications of extended service disruptions.

● Defining preventive measures to minimize the probability and impact of interruptions.

● Defining recovery alternatives and best approaches for providing the capability for backup operations and timely service restoration.

● Determining immediate, intermediate, and extended recovery resource requirements.

3.8 Satellite Product and Services Transition to Operations

Science Algorithm development within NESDIS follows the SPSRB Process reference document. Algorithms and the corresponding Delivered Algorithm Package (DAP) are developed by the Center for Satellite Applications and Research (STAR) with OSPO PAL participation. Services such as GRB and HRIT have components managed by Configuration Change Boards (CCB). The GOES CCB provides oversight for the GRB ground processing. The ground processing for HRIT is under the ESPC CCB. The Service Managers submit CCRs to the CCBs, work with the Contracting Officer’s Representative (COR) to ensure successful transition to operations, and coordinate with users.

While Contractor support for algorithm development activities is provided via other contract vehicles, the Government has designated this contract as the receiving vehicle for each DAP.

PWS-TO4-PT01: The Contractor shall provide support for these tasks:

● Requirements review with Government personnel at the start of each DAP implementation project.

● Software code review and submit a Code Review Report [D-TO4-011].

● Test (including regression testing), and verification of the products.

● ORR.

● Completion of SPSRB documents (System Maintenance Manual, External User Manual, and Internal User Manual).

● Promotion of the DAP(s) into the operations environment.

● Maintain and provide Government access to the ESPC Software Development

Environment.

● The Software Development Environment will include all tools, libraries, software, test data, models/simulators, and documentation used in the implementation of the product.

PWS-TO4-PT02: The Contractor shall plan and manage new implementation efforts to ensure successful implementation of projects per the implementation details within the CCR.

PWS-TO4-PT03: The Contractor shall maintain and provide Government access to the ESPC Software Development Environment.

PWS-TO4-PT04: The Contractor shall provide support to project management and systems engineering technical reviews.

PWS-TO4-PT05: The Contractor shall support the development and transition of new product applications, enhancements, and systems into the operational environment. This must include a (documented) process, a Government approved checklist, performing system tests, regression tests, and verifying that products meet user requirements as intended.

PWS-TO4-PT06: The Contractor shall work with these parties to plan, integrate, test, and transition to operations all new products, product…