AUSISModernizationSOW.docx

Statement of Work (SOW) for the Air University (AU) Student Information System (SIS) Modernization and Sustainment

1. Background The Student Information System (SIS) is an enterprise solution that consolidated education information technology (IT) services within the United States Air Force (USAF) and United States Space Force (USSF). As AU transitioned from legacy (IT) systems to an enterprise solution, the government is unable to implement a comprehensive model to support and configure the SAP Student Lifecycle Management System (SLcM) to fully meet user interface demands, address existing technical debt, keep pace with growing backlog capability gaps, provide necessary training to enable users to leverage system capabilities, and establish a predictable cycle of continuous capability development and integration.

2. Objective The core objectives are to establish a mature and stable application and database infrastructure, repeatable and value-added user processes through a modern user interface, tier II and III support services, and initial user training followed by targeted training as new capability enters the operational pipeline. All activities shall be managed under a formal ITIL-based governance framework. The end state shall deliver the SLcM into a capability support phase and enable SLcM to maintain a cycle of continuous development and integration of required upgrades, patches and system owner approved and funded system features and/or new capabilities.

3. Scope of Work The contractor shall perform the tasks necessary to modernize, sustain, and support the AU Student Information System. The scope includes establishing a robust governance framework, providing transformation and operational support, delivering technical maintenance, developing and executing a training plan, and furnishing detailed reporting.

4. Specific Tasks

4.1. Governance and IT Service Management (ITSM) Framework

The contractor shall establish, operate, and maintain a comprehensive governance framework based on Information Technology Infrastructure Library (ITIL) best practices to ensure a structured, predictable, and controlled approach to all service management activities.

4.2. Change Management: The contractor shall implement a formal Change Management process to standardize methods and procedures for the efficient and prompt handling of all changes to the production environment (including infrastructure, applications, and documentation).

4.2.1. This process must include the facilitation of a Change Advisory Board (CAB) in coordination with government stakeholders.

4.2.2. All changes must be documented via formal change requests (CRs), undergo impact and risk analysis, receive explicit government approval, and include detailed back-out plans. The entire process must be tracked and auditable.

4.3. Configuration Management: The contractor shall implement a formal Configuration Management process to identify, document, and maintain the configuration of all system components—known as Configuration Items (CIs)—throughout their lifecycle.

4.3.1. The contractor shall establish and maintain a Configuration Management Database (CMDB) or a logically equivalent system of record that serves as the single source of truth for all CIs, their attributes, and their relationships.

4.3.2. This system shall provide authoritative system baselines and support the impact analysis required for the Change Management process.

4.4. ITIL Best Practices for ITSM: To ensure services are aligned with the mission needs of Air University, the contractor shall implement and adhere to core ITIL processes, including:

4.4.1. Incident Management: To restore normal service operation as quickly as possible and minimize adverse impact.

4.4.2. Problem Management: To identify and resolve the root cause of incidents to prevent recurrence.

4.4.3. Service Level Management: To define, document, monitor, and report on the agreed-upon levels of service.

4.4.4. Knowledge Management: To gather, analyze, store, and share information, including the creation of a robust knowledge base to support user training and help desk efficiency.

5. Transformation Support

5.1. The contractor shall provide transformation planning and execution from a proof-of-concept activity to a development, modernization, and integration activity.

5.2. Deliverable: The contractor shall create and provide the Government with a Modernization Roadmap for contractor and government actions to remedy technical debt and deliver a modernized user interface as an Initial Operational Capability (IOC). This will be based on an assessment in the first 90 days and delivered 90 days after task award.

5.3. The roadmap must include a schedule for initial and new capability training sessions.

5.4. The contractor shall support a process for including development, configuration, and/or infrastructure changes outside the scope of the approved roadmap as unpriced CLINS through contract modification.

6. Operational Support

6.1. The contractor shall provide expert-level Student Information System (SIS) capability support, guidance, and troubleshooting for users and key stakeholders with a focus on incident resolution. This shall include:

6.1.1. Providing comprehensive project management.

6.1.2. Providing Tier III support on SIS service tickets, including troubleshooting, documenting solutions, and adding items to the backlog for prioritization.

6.1.3. Providing experienced, certified, and trained personnel meeting all cybersecurity requirements.

6.1.4. Managing and providing support for SAP SIS solution enhancements, expansions, and updates.

6.1.5. Managing and providing support for the SAP Security module, including user access and roles.

6.1.6. Managing and providing support for the SAP-HCM module.

6.1.7. Managing and providing support for the SAP S/4HANA Database.

6.1.8. Maintaining the security posture of all SAP SIS systems and sub-systems.

6.1.9. Executing the design and development of all government-approved changes.

6.1.10. Conducting testing for all major change requests and providing resolutions for upgrades and/or patches.

6.1.11. Application Management via NetWeaver/Basis, including upgrades, patches, and migration to Cloud One environments.

6.1.12. Supporting SAP PI/PO (Process Integration / Process Orchestration) for internal and external integration.

6.1.13. Providing support for SIS Solution Out-of-the-Box (OOB) Report Delivery.

7. Technical Support

7.1. The contractor shall provide system-related technical support including the maintenance of the solution, the environment it resides in, and connections to other systems.

7.1.1. SAP Solution Support: Manage and provide technical support including, but not limited to: OSS Notes, Kernel Patches, Support Packages, Enhancement Packages, Release Upgrades, Data Backup, Data Recovery, and maintenance of user interfaces.

7.1.2. Cloud 1 Hosting AWS Platform Support: Manage and provide technical support including, but not limited to: secure configuration sustainment, component validation, interface maintenance, enclave monitoring, and providing Continuous Integration / Continuous Delivery (CI/CD) tools.

8. Training

8.1. Deliverable: The contractor shall develop a Training Plan that meets AU Academic business needs, including learning objectives, schedule, delivery method, and testing criteria for initial and refresher skills training.

8.2. The contractor shall offer initial and refresher training classes no less than once a quarter for up to 20 students.

8.3. The Training Manager shall coordinate with the Registrar Office monthly to codify requirements.

8.4. The Training Plan shall be updated as new capabilities are delivered. Training for new capabilities will be conducted as “just in time” training, completed no later than 30 days prior to the new release.

8.5. The contractor shall provide individuals experienced with SAP SLcM, Business Objects, Canvas LMS, and instructional design.

9. Reporting

9.1. Performance Reporting: The contractor shall use the government-provided ticket platform to generate and deliver service performance reports, including but not limited to: Average Speed to Answer (ASA), First-Call Resolution (FCR), Mean Time to Recover (MTTR), and Backlog Growth.

9.2. System Reporting: The contractor shall generate and deliver system-related technical reports, including but not limited to: Response Time, System Uptime, Hardware Utilization, and Scheduled/Unscheduled Downtime.

10. System Requirements (Technical Specifications) This section defines the mandatory technical specifications the modernized EEMS platform must meet. The tasks outlined shall result in a system that complies with these requirements.

11. General Terms and Conditions

11.1. PERIOD AND PLACE OF PERFORMANCE: The Period of Performance (PoP) shall be a 12-month base period, with four 12-month option period. The Contractor may choose the location(s) from which to perform the required services.

11.2. CYBER SECURITY REQUIREMENTS: The Contractor shall identify qualified cybersecurity personnel and comply with all requirements in DoDI 8500.01 and DoDI 8410.02. All personnel with privileged user access must satisfy all responsibilities for their role and obtain any required certifications. All positions are considered AIS-III – Non-sensitive, and a Tier 1 background investigation is required for computer access.

11.3. HOURS OF OPERATION: Work shall generally be performed between 8:00 AM and 4:00 PM CST, Monday through Friday (except Federal holidays), with flexibility as needed to fulfill requirements.

11.4. NON-PERSONAL SERVICES: The Government will neither supervise Contractor employees nor control the method by which the Contractor performs tasks. The relationship shall not give the perception of personal services.

11.5. CONTRACTOR IDENTIFICATION: Contractor personnel shall identify themselves as contractors in all communications and meetings and shall wear appropriate identification badges when on-site.

11.6. QUALITY ASSURANCE: The Government will provide a Quality Assurance Surveillance Plan (QASP) at contract initiation and will evaluate performance accordingly. The Contractor shall respond to written concerns within five (5) workdays.

11.7. PASS AND IDENTIFICATION ITEMS: The contractor shall ensure all employees obtain required identification, including DoD Common Access Cards (CAC), by following the government-provided TASS application process.

11.8. SERVICE DELIVERABLE SUMMARY (SDS): Key deliverables, performance standards, and thresholds will be formally defined in the SDS provided by the Government at the time of contract initiation.

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