Attachment J.1-A – Statement of Work.pdf

Attachment J.1-A – Statement of Work

NASA Safety Center Safety & Mission Assurance Engineering and Technical Services (SETS)

1.0 Introduction

The Office of Safety and Mission Assurance (OSMA) assures the safety and enhances the success of all NASA activities through the development, implementation, and oversight of Agency-wide Safety and Mission Assurance (SMA) policies and procedures. OSMA includes the Mission Assurance Standards and Capabilities Division (MASCD), Missions and Programs Assessment Division (MPAD), Institutional Safety Management Division (ISMD), Resources Management Office (RMO), NASA Safety Center (NSC), as well as the Katherine Johnson Independent Verification and Validation (IVV) Facility.

OSMA is responsible for the following functions:

• Establishing and assuring compliance with NASA SMA strategies, policies and standards.

• Fostering early integration and life-cycle implementation of SMA into NASA's programs and operations.

• Improving methodologies for risk identification and assessment and providing recommendations for risk mitigation and acceptance.

• Performing independent SMA assessment, audit, investigation, review, and analysis activities.

• Providing analysis and recommendations for critical Agency safety decisions.

• Sponsoring the innovation and rapid transfer of SMA technologies, processes, and techniques to improve Safety and Reliability and reduce the cost of mission success.

As a part of OSMA, the NASA Safety Center (NSC) is responsible for providing support to the Safety and Mission Assurance (SMA) requirements of NASA’s portfolio of programs and projects. The NSC focuses on improving the development of personnel, processes, and tools needed to safely and successfully manage risks and achieve NASA’s strategic goals. The NSC is organized into 3 Offices: Technical Excellence, Knowledge Sharing and Analysis, and Assessments and Investigations.

Throughout this document, OSMA is defined as the Office of Safety and Mission Assurance at NASA Headquarters and its divisions including the NSC. Requirements contained in this document that are meant to specifically support the NSC and its mission will specifically identify NSC as the primary requiring entity.

S&MA Engineering and Technical Services (SETS) Statement of Work

2.0 Scope

The objective of this contract is to augment OSMA’s capabilities in fulfilling its many responsibilities. The Contractor shall provide all material, personnel and supervision to accomplish the requirements as outlined in this Statement of Work (SOW). The scope of this contract includes:

• General administrative support tasks including record management, meeting and working group support, travel coordination, reference material, supply orders, correspondence, conference reporting, reviews and action tracking as well as document management and IT purchasing in line with FAR/NFS requirements.

• Communication and outreach support including website content management and development, technical and promotional writing, multi-media design, animation, imagery and audiovisual production.

• Conference and event support.

• SMA training and professional development products, course design development and implementation, discipline training and support and System for Administration, Training, and Educational Resources for NASA (SATERN), NASA’s learning management system.

• Custom technology solutions and development including web and mobile applications, application user support, office automation systems, new technology research and integration.

• Data mining, analysis, trending and special studies including surveys.

• SMA subject matter experts support for training and product development and general engineering services including but not limited to the mishap program, policy and requirements management process and research, process improvements, compliance, document revision, risk assessment, reviews, reporting, safety culture and assurance capabilities.

• Project Management support.

Any activities described herein as "review," "certify," "ensure compliance," "verify," or "evaluate," shall not be construed as implying that the Contractor has the authority to approve/disapprove Government policies, procedures, specifications, requirements or those of any of its Government contractors. Language contained in this SOW shall not be construed to mean that the Contractor has the authority to perform final acceptance or rejection on the Government's behalf for any products or services. The Contractor's functions involving evaluation, verification, certification, review, etc., shall require communication of findings to the appropriate NASA representative having final approval or acceptance authority.

The Contractor shall manage and perform baselined work assignments, varied Task Orders and projects for the OSMA, NSC and their customers. The Government will use a combination of Contract Basework and IDIQ Task Orders to accomplish work under this contract. All work completed under the contract will be approved by the Government prior to performance.

Contract Basework requirements shall be reviewed on a recurring basis to ensure work requirements are consistently performed. In this way, the Basework requirements will be adjusted over the course of the contract’s period of performance. The IDIQ work effort is defined as non-recurring, non-routine activities supporting the overall mission of the OSMA and NSC.

Task Orders issued under the IDIQ CLIN will contain a defined period of performance. The type of work activities included are at the CO and COR’s discretion and may include any of the work effort described in Section 2 Scope of this SOW when one or more of the following characteristics are directly defined:

• Unique technical skills not presently in the Basework

• Government’s need for extra visibility into a requirement

• Separate funding and financial reporting

3.0 Requirements

This SOW describes the requirements for the Contractor to provide administration support and technical services to NASA OSMA and NSC. These services include both the performing of these functions and the independent assessment of these functions and may include special projects involving multiple disciplines and offices.

The contractor is required to provide the following baseline work assignments:

3.1 Administrative Support Services

3.1.1 SMA Administration Support

The contractor shall:

• Record and track action items using a NASA-provided system to closure. Route action items for approval. Prepare action status reports.

• Provide conference, meeting and technical support, including arranging for conference rooms, audio/visual equipment, teleconferencing and web-conferencing, scheduling attendees, preparing itineraries/agendas, assembling meeting materials, taking roll and notes during the meeting and preparing meeting minutes or summaries.

• Arrange travel for meetings being held offsite or internationally, complete travelers’ orders and vouchers. Maintain travel and correspondence documents, according to the Records Management principles.

• Develop, maintain, update, and disseminate telephone lists, address lists, e-mail distribution lists and other reference material.

• Prepare final documents, presentations, and signature packages from rough drafts generated by staff. Review non-technical materials prepared by others for grammar, punctuation, spelling and clarity.

• Order supplies using NASA/provided systems.

• Review and edit official OSMA correspondence and policy documents.

• Track and report OSMA conference participation in official Agency conference reporting system.

• Use NASA-approved system for presentations needing Scientific or Technical

Information formal review to ensure presentations are free from ITAR and Export Control issues.

• Provide support to the OSMA Records Manager and assure OSMA records and appropriately maintained.

• Perform other administrative tasks as assigned by OSMA, NSC, managers and personnel.

3.1.1.1 Document Management

The contractor shall provide support for OSMA document management systems, including, but not limited to, Office 365 Microsoft Teams, SharePoint Online, Webex and Box. Support includes user assistance with documented systems and processes, performing document management activities such as coordinating period clean-up of documents and reviewing documents for adherence to proper naming conventions and standards. Additionally, the contractor shall understand records management principles and support all aspects of organizational records management.

3.1.1.2 IT Purchasing

In accordance with NASA IT Purchasing Guidance, the Contractor shall prepare and present the documentation needed for a Government IT purchase that may include IT services equipment, materials, hardware, software, license renewals and media through an Agency Enterprise Contract when appropriate. The contractor shall provide purchase support. The contractor shall support the IT purchase process to ensure adherence to NASA supply chain risk management (SCRM) and other Agency requirements. The contractor shall work with software/hardware owners to identify and document requirements, assess vendors, obtain and evaluate quotes, validate licenses and perform other activities associated with successfully completing a purchase.

Additionally, the contractor shall maintain licensing information for software.

IT purchase support shall be limited to Baseline/IDIQ Task Areas and the Contractor shall obtain Government approval for all IT purchases. The Contractor shall comply with NPD 2800.1 (Managing Information Technology) and NPR 2800.2 (Electronic and Information Technology Accessibility) and shall adhere to the evolving guidance provided by the GRC IT purchasing team and approved by the Contracting Officer’s Representative.

The Contractor shall support NASA’s compliance with Federal Regulations on Supply Chain Risk Management (SCRM), which requires NASA to conduct an assessment of the vulnerability of the IT systems to cyber-espionage and sabotage. The Contractor shall obtain clearance through NASA’s Request for Investigation (RFI) process for items not on the Agency’s Assessed and Cleared List (ACL) prior to purchasing.

3.1.1.3 Property Management

The contractor shall maintain all property in accordance with FAR 52.245-1 for safeguarding, maintaining, shipping, storing, and receiving Government property. The contractor shall maintain all property for both offsite and onsite locations. The Contractor shall establish and maintain procedures necessary to assess its property management system effectiveness and shall perform periodic internal reviews, surveillances, self-assessments, or audits. Significant findings or results of such reviews and audits pertaining to Government property shall be made available to the Property Administrator. Approved Property control procedures are required for all Items delivered under this contract that are a direct item of cost, or when items are transferred under the contract, and must utilize the NASA Glenn Shipping and Receiving Facility (SARF). For Installation-accountable Government Property, (NFS 1852.245-71) the property shall be utilized only within the physical confines of the NASA installation that provided the property unless authorized by the Contracting Officer under (b)(1)(iv), and the Government retains accountability for, and title to, the property, and the Contractor shall comply with the following:

• NASA Procedural Requirements (NPR) 4100.1, NASA Materials Inventory Management Manual.

• NASA Procedural Requirements (NPR) 4200.1, NASA Equipment Management Procedural Requirements.

• NASA Procedural Requirement (NPR) 4300.1, NASA Personal Property Disposal Procedural Requirements. The Contractor shall follow NSF 1852.211-70 (b) procedures for contractor package handling and transportation procedures. Use of either NASA Form 892 or 893 Loan of NASA Equipment to transfer custodial responsibility for property.

3.1.1.4 NASA Safety Reporting System (NSRS)

The contractor shall independently administer the anonymous reporting mechanism of the NSRS, and, upon request, will independently monitor active case investigations. This administration involves receiving and analyzing received reports and communicating the reported concern substance to the Division Director, MPAD or designee in a timely fashion while ensuring protection of the anonymity of those who use the NSRS. Once an investigator has been identified by HQ OSMA, the contractor will, upon request, educate and monitor the investigators progress toward an HQ OSMA agreed upon and approved resolution. Administration of the NSRS program also involves managing the planning and implementation of an awareness program.

3.1.2 Working Group and Meetings

OSMA hosts and supports a wide range of in-person and virtual web-based meetings that require logistical, communication, and audio/visual support. Activities range from working group meetings, workshops, webinars, large scale knowledge sharing events, lectures and panel discussions.

3.1.2.1 Working Group and Meeting Support

The Contractor shall provide general meeting administrative support, coordination and logistical support for both face-to-face meetings and virtual web-based meeting and telecoms.

Services to include:

• Schedule, coordinate, facilitate and record meetings and telecoms.

• Coordinate with Center Points of Contact to collaborate on activities and agendas for meetings.

• Draft, post and distribute agendas and meeting minutes.

• Track and monitor action items.

• Collect presentations, run presentations and audio-visual for the duration of the meeting.

• Maintain membership roles and mailing lists for working groups.

• Coordination of face-to-face meetings including managing travel logistics such as hotel blocks as well as securing meeting rooms and audio-visual support, and refreshments.

• Manage documents, correspondence and registration related to meetings.

• Maintain pertinent SharePoint sites for groups.

• Compile metrics.

• Prepare presentations and reports as required.

• Provide administrative support for HQ offices OSMA, OCE, OCHMO for congressional meetings and presentations.

• Miscellaneous items such as printing handouts, name tent cards, handle meeting requests.

3.1.2.2 Safety and Mission Success Review (SMSR)

OSMA requires administrative and technical support services for the SMSR process. The scope includes support for pre-SMSR Information Technology (IT) dry run events, pre-SMSR events, SMSR events, delta-SMSRs, special limited briefings, and limited support for delegated Safety and Mission Success Assessment (SMSA) events. The Contractor shall maintain and update SMSR operational and policy procedures and documentation.

3.2 Communication and Professional Development Services

3.2.1 Communications and Outreach

The Contractor shall provide technical and promotional writing, multimedia design, photography and video production support to the NSC offices, OSMA Program areas, and upon request to assigned Investigation Authorities for NASA Mishaps and Close Calls. Produced content includes a variety of products (e.g. case studies, brochures, HTML email, PowerPoint, videos, motion graphics etc.) that will be disseminated via print, NSC and OSMA websites, digital signs, email and other appropriate communication channels to best achieve the office/Program communication goal.

3.2.1.1 Graphic Design

The Contractor shall:

• Provide print and multimedia design services.

• Prepare files for printing consistent with NASA and GPO printing service standards that adhere to budget requirements.

• Provide graphic design services supporting original content creation including infographics, posters, banners, signage, exhibits, awareness materials, brochures, handbooks, reports, graphics and animations optimized for the OSMA and NSC websites.

Expertise in the creation of PowerPoint presentations is also required.

• Provide multimedia design support for websites, HTML emails, videos and digital signage.

3.2.1.2 Writing

The Contractor shall provide the following technical and creative writing support:

• Content creation and support includes technical and annual reports, policy and requirements documentation, newsletters, presentations (e.g., PowerPoint charts), brochures, handouts, multi-media campaigns, complex case studies, agency safety messages, best practices and lessons learned, video scripts, promotional emails, talking points, feature stories, and special information studies and electronic newsletters.

• Technical writing expertise is required in drafting and editing large documents in word processing software that include inserted photographs, graphic objects, tables and hierarchical format.

• Utilize SMEs to provide support of the technical accuracy of the writing.

• Work with complex engineering and scientific concepts, jargon and references, write in a simple, concise manner to a deadline, and apply superb attention to detail and diligence to complete an exemplary product.

• Translate statistical analysis to highlight important trends, explain how the information is relevant to the NASA SMA Community, convey an understanding of the issues facing NASA and the SMA Community and provide suggestions for mitigation approaches.

• Conformance with NSC and NASA design style requirements is required as well as an understanding and familiarity with government and industry style guides including AP and GPO style.

3.2.1.3 Imagery and Audio/Visual Production

The Contractor shall create original videos and podcasts on topics of interest to the SMA community:

• The products shall be informational as well as engaging and include a mix of relevant graphics, animation and motion graphics to best communicate the message to the intended audience.

• Manage and perform all aspects of pre-production, studio and remote production and post-production activities. (e.g. treatments, storyboards, shot sheets, location scouting, travel arrangements and access, setup and strike, lighting, location sound and voice over recording, grip, filming, editing, incorporating motion graphics, color grading, audio sweetening, captioning, transcoding, and distributing to appropriate channel).

• Output shall be compatible for viewing from SATERN, the NSC and OSMA websites, mobile devices.

• Maintain inventory of the NSC studio and camera equipment in compliance with all Government regulations for equipment.

• Provide photography support of NSC programs, events, and services for use in promotional and awareness material.

• Photo and video imagery shall adhere to NASA metadata tagging and captioning requirements, and developed materials — including integrated graphics, photos, charts, data tables, etc. — shall adhere to writing and design standards outlined in applicable NASA and NSC Style Guides.

• Digital assets shall be stored in the NSC’s Media Asset Management (MAM) system by uploading and assigning basic tags that conform to NASA-STD-2822, NPR 1441.1E NASA Records Retention Schedule, and the NSC MAM Metadata Tagging Instructions.

3.2.1.4 Website Management

The Contractor shall develop dynamic original content for the NSC and OSMA websites (e.g. NSC public, NSC private and SMA public) and identify and maintain a topic schedule for articles/posts. The Contractor shall:

• Perform requirements definition, design of new content and system capability, and implement change control management processes in support of the websites content and functionality.

• Work within the Content Management Systems (i.e. Sitefinity, Drupal) to provide ongoing content management, meta-tagging, maintenance of all external Web links, quality assurance, and optimize search capabilities to support discovery of content.

• Maintain compliance with all Federal/Agency/Center Web publishing standards and policies including compliance with Section 508 of the Rehabilitation Act.

• Conduct alternative analysis on Agency and Commercial Off-The-Shelf (COTS) products and technologies in support of the websites, ensuring that web-based technologies, design, and usability stay at the forefront of technology, delivering state-of- the-art information.

• Develop original content/documents for the websites (e.g., Best Practices and OSMA Policy News), post provided routine content (e.g. reports, presentations, and ) to the websites, and create special study materials including videos and multi-media artifacts (e.g. web-based games, case studies, tip sheets,) for safety awareness campaigns and additional special topics that are aggregated on the sites.

• Draft and design website content and landing pages for the websites. Manage review processes and ensure final products meet all NSC, OSMA, Associated Press (AP) and Government Printing Office (GPO) style standards.

• Capture, trend and report on metrics related to website visits, video plays and products utilized.

3.2.1.5 SMA Information and Awareness Material

• Develop communication plans for achieving desired outcomes through the most relevant strategies, channels, and tactics to reach, inform and influence the identified target audience.

• Create and manage an ongoing editorial calendar to plan and track products by content pillar/goal area, topic, audience, product type/medium, date and distribution channel.

• Maintain access to SME support in all SMA disciplines as required to assist in developing and reviewing products.

• Document and track tasks and deliverables using online project management tool (e.g.

Wrike or equivalent).

• Manage email distribution lists.

- Utilize email distribution tools such as Sitefinity and/or equivalent for custom campaign emails as needed to ensure email messages are consistent with NASA’s evolving email security protocols to successfully reach intended recipients.

- Monitor mailings for non- or partial- delivery anomalies, as well as unusual activity such as unsubscribes from mailing lists.

- Work with NASA mail system administrators to investigate and resolve technical issues related to email delivery.

3.2.2 Event Support

The Contractor shall coordinate all event management, communication, logistics and audio/video support for in-person and remote (virtual) web-based events sponsored and/or supported by the NSC.

This includes conferences, operational meetings, training events and other knowledge sharing events.

• Produce, develop and maintain an event coordination process that encapsulates all aspects of webinars and in-person/virtual high-visibility events.

• Produce knowledge sharing events both in person and remotely with individual and panel presenters.

• Operate and maintain online meeting and live web streaming tools when needed such as WebEx and Teams. Perform analysis of and develop recommendations for online meeting and live streaming hardware/software products upon request.

• Manage all aspects of events as needed in accordance with Government Cost Accounting Principles. Support may include, but is not limited to, the following functions:

- Develop project plans and secure support resources for events.

- Manage content reviews and approvals among speakers, SMEs, and event owners.

- Provide content and technical coordination of agendas and event flow.

- Craft all event communication including save the date, announcements, website content, registration, and logistic information such as name tags and table assignments.

- Coordinate and negotiate venues, set-up, accommodations, local transportation, catering and meeting related events such as tours and team building events (i.e.

dinners, etc.) and registration for in-person events managing.

- Secure speakers.

- Develop event material such as talking points, agendas, maps, menus, and presentations.

- Provide audiovisual support during the event by supplying and/or securing support and equipment from venue.

- Track and report metrics, providing analysis of feedback and evaluations with recommendations on lessons learned, and participating in feedback and lessons learned forums.

• The Contractor shall support outreach events at Centers by:

- Creating displays to garner attention and interest in programs.

- Develop and determine appropriate materials to disseminate at booths.

- Ensuring materials are available when needed.

- Packing, shipping/receiving, and tracking all appropriate materials, supplies and booth exhibit elements.

- Staffing events, interacting with personnel and knowledgeably communicating program goals.

- Ensuring timely delivery and return of all shipments.

3.2.3 Training and Professional Development

The Contractor shall provide and support training development, maintenance and/or acquisition activities in support of OSMA, NSC and Agency needs. The Contractor shall conduct and develop web-based, in-person training, or a hybrid thereof, technology research and benchmarking.

3.2.3.1 Course Design, Development, and Implementation

The Contractor shall provide expertise for new development of courses, redevelopment of existing courses, procurement of courses from outside vendors, capturing instructor-led training for conversion to web-based training.

• Provide subject matter expertise or work with SME for the development of practitioner and job-focused training in the following core disciplines: Technical Leadership, System Safety, Reliability and Maintainability, Quality Engineering, Software Assurance, Operational Safety and Aviation Safety.

• Ensure courses are 508 compliant and include course slides, study guides and job aids.

This also includes but is not limited to writing content, reviewing content, developing course objectives and assessments, developing interactive exercises, video recording, editing, graphic design, voice over and actor talent, discipline related material development and transcription in the development and publishing of training courses and materials and other specific course tasks required for instructor-led, video-based or web-based training development.

• Have the capability and expertise in Mediasite (by Sonic Foundry) to develop WBT from current instructor-led courses.

• Provide web-based training courses and modules shall be published in Hypertext Markup Language (HTML) 5 format and Section 508 and International Association for Continuing Education and Training (IACET) compliant and fully functional on the SATERN Learning Management System (LMS).

• Follow a rapid development process for course development which includes a pre-consultation with the customer to determine course needs, unified team design meeting which results in a course design document, internal quality checks for content and functionality prior to sending for customer review, customer reviews to approve course prior to production and prior to SATERN upload, assigning SATERN IDs, testing and uploading courses in SATERN (or alternate).

• Learn and implement new technology and training trends within classes and programs such as augmented reality and adaptive assessments.

The Contractor shall develop and deliver instructor-led courses in NASA policy and techniques related to mishap investigation including Root Cause Analysis, Human Factors Investigator, Mishap Board Chairperson, Mishap Preparedness Contingency Plan, Interim Response Team, OSHA 30 Construction and OSHA 30 General Industry.

3.2.3.2 Training Content Maintenance Support

The Contractor shall plan for and provide overall project management support such as maintaining maintenance plan, tracking milestones, providing budget analysis and conduct activities identified below:

• Maintain Mediasite Recorders and servers.

• Correct any small changes in courses (broken links, incorrect phone numbers, spelling errors).

• Maintain SMA courses per the maintenance schedule and course maintenance procedure.

• Develop and Maintain SMA Technical Excellence Program (STEP) Course and

Curriculum database.

• Assist in SMA Toolbox Content Update.

3.2.3.3 SATERN Management

The Contractor shall provide expert SATERN Administration capability to upload and maintain courses and design, build and run reports. SATERN specific responsibilities shall include:

• Generating SATERN reports.

• Managing catalogs/course materials for the SMA Domain portion of SATERN (~430 courses).

• Constructing complex queries to extract performance-oriented data for SMA and STEP-oriented metrics and performance analysis.

• Uploading and testing OSMA, NSC, STEP and other Agency courses as needed into the

Agency LMS.

• Establishing appropriate links to these materials from SATERN.

• Manage, track, and report individual learner accomplishments for STEP course completions and other STEP curriculum requirements.

SATERN is NASA's current LMS but may change within the timeframe of this contract.

The Contractor shall migrate current training course content and curricula for the new LMS, if required.

3.2.3.4 STEP Management

The Contractor shall provide formal project management for the developing all SMA and discipline training including, but not limited to, training and course development and maintenance scheduling, tracking and budget information. The Contractor shall manage funding and administration for NSC memberships (e.g., International Association for Continuing Education and Training (IACET)) and training related customer service contracts (e.g., Mediasite (by Sonic Foundry)).

The Contractor shall maintain IACET accreditation for the STEP program and ensure that the STEP program processes are relevant, accurate, followed and documented and provide continuous evaluation of STEP through process and metric analysis and customer feedback.

The Contractor shall provide STEP administration support, which includes performing configuration management activities, and implement curriculum changes in STEP documents, MySTEP, and SATERN LMS. Track approval of pending MySTEP requests and send e-mails to expedite review and approval of requests.

3.3 Information Technology (IT) Services

3.3.1 IT Systems

The contractor shall provide support for the development of technology solutions to achieve the mission and continuously realize productivity and efficiency improvements. The contractor shall maintain expertise in current technology trends and support agency digital transformation efforts.

The contractor shall evaluate potential technology solutions and make recommendations for their integration into the infrastructure and business processes.

3.3.1.1 Operational Support

The NSC IT Infrastructure is hosted and maintained by the Glenn Research Center (GRC) Office of the CIO data center. The data center provides production, demonstration/test and development environments to support development and maintenance of custom software.

Additionally, the data center provides other environments to support/host commercial off the shelf (e.g. FileMaker Pro) and other software required for operations.

The contractor shall understand the infrastructure as provided through the data center in order to:

• Negotiate changes to the infrastructure to optimize productivity and performance.

• Troubleshoot application issues.

• Support data center changes/upgrades.

• Adhere to IT security directives and requirements.

• Develop and maintain service level agreements.

In addition to knowledge of the current IT infrastructure, the contractor shall:

• Evaluate alternative architectures (e.g. Kubernetes/containers, GCP, AWS, etc.), including those provided by commercial and government instances of commercial cloud.

• Support evaluation, testing and possible migration to a different environment with minimal disruption to operations from 8:00 am to 6:00 pm Eastern Time, Monday through Friday significant disruptions.

Additionally, the contractor shall:

• Support the annual Federal Information Security Management Act (FISMA) and National Institutes of Standards and Technology (NIST) 800-53 based Cyber-security and Continuous Monitoring conducted by GRC’s IT Security Team.

• Produce and maintain FISMA and other security process documentation which includes but is not limited to Systems Security Plans, Contingency Plans, Secure Configuration Management Plans, Center for Internet Security (CIS) Benchmarks, and Minimum Risk Assessments (MRA) and Plan of Action & Milestones (POA&M).

• Support scheduled Agency and Center security system and application scanning and vulnerability mitigation as well as periodic security assessments/audits and incident response when applicable.

• Trouble-shoot application performance at NASA centers.

• Support NASA access control and e-Authentication requirements.

3.3.1.2 Application Development and Maintenance

The Contractor shall provide application development and maintenance through the full software lifecycle for existing and future software applications, websites, and support of Web Publishing processes and procedures.

The contractor shall provide:

• Application development services shall support the full application development lifecycle, from initial concept and feasibility assessment to system retirement.

• Application types include:

- Custom-written web applications (e.g.; ASP.Net, JavaScript and associated frameworks).

- Mobile applications (iOS, Android, hybrid).

- Business process automation using agency provided low code, visualization and workflow tools (e.g. Office 365, SharePoint online, Power BI).

- Customizations of COTS/GOTS tools.

- Integrated content management systems (e.g.; Sitefinity, Drupal for websites).

• Application development products shall include:

- Policies including those outlined in the NASA Software Engineering

Requirements (NPR 7150), and NASA Information Technology and Institutional Infrastructure Program and Project Management Requirements (NPR 7120.7)

- Policies including compliance with implementation of Homeland Security Presidential U.S. Workforce Rehabilitation Act of 1973.

The contractor shall:

• Provide software maintenance, 'bug fixes' and software development and testing for additional functions (approved through the application Change Management process) and refactoring for the existing applications.

• Estimate, evaluate impact, and document changes or additions proposed to existing applications and content, as well as new applications.

• Support application Configuration Control Boards as required.

• Update and develop documentation for existing applications and new applications or features including, release notes, developer level wiki content, tutorials, Quick Start Guides, User Guides, and other documentation as required.

• Provide training and support to the application users via desk-side, webinars, phone, and e-mail support, and additionally provide Tier 2 and Tier 3 support for defects/bugs/issues or technical questions, requests, or issues that are escalated by the NSC Help Desk.

3.3.1.3 Application Operation and Users Support

The NSC Help Desk provides support for OSMA and NSC applications, events and users. The contractor shall provide

• Tier 1 level support for customer inquiries, service provisioning, account management and general customer inquiries for NSC developed products and services using a help ticket system.

• Escalation of customer tickets (not resolved at the Tier 1 level) to the Tier 2 level (Application Owner or Application Developer) for resolution.

• A 'closed-loop' single point of contact for customers by coordinating with Tier 2 to provide customers with updated status, resolution, and closure of customer tickets escalated to the Tier 2 level.

• Support via phone, e-mail and walk-up.

• Responses to 90 tickets on average for any given month.

• Metrics report on trends related to Help Desk ticket volume, escalation, and resolution as well as customer satisfaction.

• Support from 8:00 am to 6:00 pm Eastern Time, Monday through Friday.

3.3.2 Data Analysis

The contractor shall provide data analysis and analytics to assist in identifying opportunities and making recommendations for integration of data analysis into organizational decision-making.

• Provide mining, analysis, trending and supporting new organizational initiatives pertaining to data analysis and analytics and special studies. Special studies can include:

- Requests from other entities such as Congressional queries, Freedom of Information Act (FOIA), Aerospace Safety Advisory Panel (ASAP), Response to Questions (RTQs).

- NASA HQ, NASA Centers, program and project analyses.

• Utilize Microsoft Excel, Microsoft Word, Microsoft PowerPoint and visualization tools such as Microsoft Power BI.

• Utilize statistical analysis software to create scripts to query a database.

• Calculate and graph various statistical measures.

• Identify requirements for integration of data from multiple databases/systems and assist with integration as requested.

• Learn a large taxonomy of terms with definitions and classify data using the taxonomy with over 90% inter-rater reliability once trained by NSC staff.

• Draft analysis findings, reports and identify statistically significant findings and articulate them in a manner actionable to NASA leaders or safety professionals.

• Develop practical recommendations for findings based on experience and broad knowledge of NASA operational, programmatic, and mission assurance processes.

• Actively identify and implement process improvements such as increased automation and machine learning where applicable.

• Support mishap posture data trends and analyses, mishap investigation process and corrective action timeliness and tracking.

• Support organizational performance measure and metric collection and analysis.

• Have advanced knowledge in survey creation and analysis to include sentiment analysis.

• Provide analytical support for Professional Development Services (PDS) including providing STEP and PDS reports and metrics to customize communication with new SMA Professionals based on analysis of STEP learner history and data entry into the PDS tool.

• Collect, maintain, and leverage data from digital data sources related to published documents, document revisions, and space flight projects and their associated document reviews.

• Analyze content performance and make recommendations for continuous improvement of NSC strategies, channels and tactics.

- Utilize industry standard content performance metrics such as clicks, opens, play rate, downloads, etc., and applicable engagement metrics such as bounces, play duration, shares, etc. for emails, websites, videos, and other trackable content.

- Analysis shall include topic, target audience, key influencers, product type, subject/title, placement in newsletters and websites and URL.

- Track and maintain key analytics in a database (e.g. Wrike or equivalent) to foster meta-analysis of content performance over time.

3.3.2.1 NASA Mishap Information System (NMIS)

The NASA Mishap Information System, or NMIS, is the agency's system for capturing safety and mishap data.

• Provide NMIS domain expertise and analysis.

• Identify, handle and store SBU and Controlled Unclassified Information.

• Screen NMIS data for compliance and inconsistencies per multiple criteria and identify data quality issues with the expertise to apply NASA Mishap Investigation policy specified in NPR 8621.1.

• Provide subject matter expertise in categorizing the safety event data extracted from legacy and NMIS systems and resolving inconsistencies for accuracy and reliability.

• Support activities related to the creation, update configuration and improvement of

NMIS.

3.4 Technical Knowledge Services

3.4.1 Engineering and Subject Matter Expert Support

The Contractor shall provide high quality technical expertise in Risk Management; System Safety; Reliability and Maintainability; Operational Safety; Institutional Safety; Quality Engineering; Software Assurance; Technical Leadership, and Aviation Safety, as well as the SMA disciplines and programs throughout NASA as requested.

• Assist with technical webinars, practitioner training and guest lectures related to the discipline including reviewing material, recommending speakers and assist in the facilitation of the content.

• Assist with the discipline working groups including coordination with the working group and development of content for the sessions.

• Assist with any research in the discipline.

• Assist in technical review of OSMA policies and documents.

• Serve as classroom instructor for designated areas of expertise.

• Draft policy updates based on program plans from working groups.

• Support Agency initiatives such as Agency Fall Protection Program.

• Provide technical policy writing.

• Develop and provide graphical representations of identified trends in the reported risks to the OSMA Risk Manager.

• Participate in benchmarking activities across OSMA organizations to identify and share risk management best practices and support enhancements to overall process.

• Support periodic OSMA and NASA audits of Agency risk management processes.

3.4.2 Documentation and Processes

The contractor shall assist in the continuous improvement of Agency SMA policy and requirements, of the OSMA requirements management process, and of OSMA communication and collaboration tools and processes.

3.4.2.1 Policy and Requirements Documentation Support

• Perform policy and requirements research and analysis—e.g., directive and standard content, origin of current policies and requirements, how policies and requirements are documented elsewhere, relationship with other NASA and external requirements, etc.

• Collect and evaluate data from waivers, audits, and other evaluations to identify gaps and potential improvements in SMA policy and requirements.

• Assist in writing and revising OSMA managed directives and standards.

• Collect and assemble reviewer comments into a matrix while cross-checking the resolutions against the document.

• Verify approved changes have been adequately reflected.

3.4.2.2 Directive and Standards Process Improvement

• Update and maintain guidance on the document revision process and the tools used and maintain rules and guidelines for writing OSMA managed policy and requirements.

• Support continuous improvements of the document revision process, including the document feedback and feedback resolution process, and communications with stakeholders, including closing the feedback loop with audit findings, out of cycle comments, and other feedback sources.

• Store and make available current and past documents.

• Track process improvements and impacts of changes to the process and policies and requirements, and overall quality of the documents.

3.4.3 Project Management

The Contractor shall provide and support:

• Project Management and coordination including, but not limited to, meeting support, reporting to NASA, preparing documentation relating to overall project coordination, maintaining office integrated work plans, presentations relating to recommendations to

NASA.

• System performance reporting, regular updates and documentation relating to application development, schedules and status reports.

• Strategic planning activities and meeting and event facilitate OSMA meetings and events.

• Technical consultation on implementation strategies and "best practice" implementation of software, hardware, knowledge management, and systems shall also be written.

• OSMA technical “reach-back” and surge capabilities to address any Safety and Mission

Assurance technical topic as needs arise assist OSMA management with unforeseen technical assessments/reports are required by our stakeholders.

• OSMA technical “reach-back” and surge capabilities is defined as follows: Throughout the Period of Performance of this contract, additional support may be required when work exceeds baseline support. This support is expected in (but not limited to) the areas of training curriculum, cohort presentations, expert testimony and speaking engagements.

These surge gaps will be filled via the issuance of task orders. Resources may be required offsite, onsite or nearsite at GRC, NSC, or NASA HQ, and may be for any number of WYEs. This contract will not conflict with the other engineering contracts at the GRC.

4.0 NASA SETS Task Management

The Contractor shall respond to task orders within 10 calendar days with the technical approach, resources including: labor category, hours, labor rates, materials and other direct costs (ODC) and any other information required for evaluation and approval by the NASA Contracting Officer's Representative (COR).

5.0 Business Management and Administration

The Contractor shall develop, implement, and maintain business management systems required for effective and efficient accomplishment of contract work. In general, business management and administrative functions described in this section will not be covered by specific Task Orders. Areas include the following:

5.1 Management

The Contractor shall institute and maintain an effective, efficient, and responsive management organization responsible for management and oversight of Contractor personnel, subcontractors, other contract resources, government furnished equipment, software and data, contract performance, deliverables, and costs as applicable. The Contractor's manager for this contract shall have complete, full, and singular authority to manage this effort.

The Contractor shall model a quality management system like ISO 9001 or equivalent, as deemed applicable by the Contractor, during contract performance and shall establish management processes and objectives to execute issued task orders.

The Contractor shall promptly alert the NASA COR and the Contracting Officer (CO) of any issues that may adversely impact the timely and cost-effective delivery of quality products and services under this contract.

5.2 Management Reviews

The Contractor shall participate in the following types of meetings and reviews, as required:

5.2.1 Regular Meetings and Teleconferences

The Contractor shall support meetings or teleconferences with or at the NSC, NASA Headquarters and Centers to plan and coordinate contract performance.

5.2.2 Monthly Contract Review Meetings

Senior Contractor personnel shall support monthly contract review meetings to present contract staffing, financial status, contract performance risk, corrective actions, and other major highlights of contract management to the OSMA and NSC Management, CO and

COR.

Monthly contract reviews for each task area shall be conducted with Task Area Leads, Task Monitors and the COR to review task performance and financial status at the WBS level for work packages identified by OSMA and NSC.

5.2.3 Contract Deliverables

The following contract deliverables shall be provided as detailed in the table below:

Contract Deliverables

Recipient Monthly Quarterly

Quarterly Headcount and WYE Report

CO and COR 10th business day

Advance Notification of Workforce Reduction Report

CO and COR As needed

Annual Planned WYE Report

CO and COR As needed

Employee Training Report CO and COR 10th Business Day

Annual Accounting Calendar

CO, COR, and Finance Division

15 days after contract effective date

533M (refer to Section G.13 in the RFP)

CO/COR/Accounting and Finance

Division/ Task Monitor

10th business day

533Q (refer to Section G.13 in the RFP

10th business day

533 Baseline CO/COR/Accounting and Finance

Division/ Task Monitor

30 days after contract effective date

Contract Status Review COR/Management As scheduled

Property Report CO and COR 15th business

Supplemental Financial WBS Report

CO and COR 15th business

ODC/Travel Estimate vs.

Actuals

CO and COR 15th business

Trip Reports CO and COR As needed

See Attachment D – Data Requirements Document (DRD) for more information about these documents.

6.0 Performance and Surveillance

The Contractor shall meet monthly, or more frequently, on an as-needed basis, with the NASA COR and appropriate OSMA and NSC Government personnel.

7.0 Applicable and Reference Documents

The following appendices have been included in Attachment J.1-B – Statement of Work Appendices:

Appendix A – OSMA Organizational Structure

Appendix B – Policies and Requirements (includes directives, standards, and specifications that define requirements that may be either flowed-down to, or directly cited on a contract).

Appendix C includes NSRS detailed support information

Appendix D includes SMSR detailed support information

Appendix E – Applications and Tools

Appendix F – Example Events

The Contractor shall determine appropriate flow-down of these requirements to lower level suppliers, determine compliance of suppliers to these requirements, or comply with the requirements of these documents in performing insight/oversight of suppliers and sub-tier suppliers in accordance with the applicable task order. For purposes of determining flow-down of requirements, the current issue of the document applies; for purposes of determining compliance with contract requirements, the terms of the contract apply.

The Contractor shall use documents such as NASA directives, NASA standards, and other applicable standards. Additional applicable documents will be listed on the individual task orders.

The following online resources provide access to NASA directives and standards that may be applicable to the performance of NASA-funded work and to the fulfillment of the NASA Safety and Mission Assurance Engineering and Technical Services (SETS):

• NASA Online Directives Information System (NODIS):

https://nodis3.gsfc.nasa.gov/main_lib.cfm

• NASA Technical Standards: https://standards.nasa.gov/