CLIN 007 PWS.docx

ISC Contract #692M15-20-D-00004 Task Order #692M15-25-F-00156

INTEGRATED SERVICE CENTER CONTRACT

Enterprise Support Platform Capability Enablement IT Service Management Maturation

TASK ORDER

PERFORMANCE WORK STATEMENT

in support of

FEDERAL AVIATION ADMINISTRATION

OFFICE OF INFORMATION AND TECHNOLOGY

January 23, 2026

Table of Contents

Enterprise Support Platform Capability Enablement Task Order PWS Task i

1 Introduction The Office of Information Technology (AIT) within the Federal Aviation Administration (FAA) requires a sustained, enterprise-level expansion and maturation of the FAA Enterprise Support Platform, currently ServiceNow, to fulfill evolving mission-critical needs, ensure continuity of service, and support the overarching digital transformation and IT modernization roadmap of the Agency. The FAA’s ServiceNow platform, hosted within a Federal Risk and Authorization Management (FedRAMP) High-authorized ServiceNow Government Community Cloud (GCC) infrastructure, currently underpins key business processes across a diverse array of IT functions.

This Performance Work Statement (PWS) outlines the framework for the services to be provided under this Task Order (TO). This TO will serve as the acquisition mechanism to facilitate the implementation of new ServiceNow capabilities and features, enablement of expanded functionality across the existing deployed capabilities, promote cross-functional automation, and deliver targeted solutions to meet business objectives across multiple FAA Lines of Business (LOBs) and Staff Offices (SOs).

1.1 Objective

The objective of this ITSM Maturation TO is to:

· Implement new ServiceNow modules and platform capabilities aligned with enterprise strategic priorities, ensuring appropriate stakeholder engagement and operational integration.

· Mature and enhance functionality across previously implemented ServiceNow modules, driving improved workflow automation, data quality, operational transparency, and user experience.

· Foster platform-wide interoperability through integrations with FAA systems and data repositories, promoting a unified system-of-record across AIT and enterprise stakeholders.

· Apply Agile Software Development Life Cycle (SDLC) methodologies to manage ServiceNow enhancements and implementations, ensuring iterative delivery, continuous stakeholder feedback, and alignment with evolving mission and operational priorities.

· Align all configurations and architectural decisions with the FAA’s digital governance and enterprise architecture frameworks.

· Promote FAA business process reengineering and standardization to maximize business value from the Platform, improve service delivery efficiency, reducing technical debt and driving innovation.

· Provide all required documentation, process guides, governance artifacts, knowledge transition artifacts and training materials to support enterprise-scale operations and adoption.

1.2 Scope of Work

The scope of this PWS is defined in the following sections of the Integrated Service Center (ISC) 2.0 Contract PWS:

1. Section C.2 Scope.

1. Section C.3.7 Task 7 – Special Projects Support.

This PWS encompasses a comprehensive suite of services and technical expertise necessary to design, implement, optimize, and deploy ServiceNow functionality in support of diverse FAA strategic and operational requirements. These services will include but are not limited to project intake and discovery, stakeholder engagement, gap analysis, enterprise architecture alignment, requirements gathering, Out of the Box (OOTB) configuration, limited customization (as approved by the FAA), application development, system integration, test planning and execution, deployment activities, training and enablement, post-implementation hyper care support, and the production of comprehensive technical and user documentation.

Each task initiated under this TO will be defined by detailed requirements and deliverables. Work performed must prioritize the use of OOTB configuration whenever possible to utilize ServiceNow capabilities and adopt a configuration over customization approach whenever possible. All customizations must be approved by FAA, AIT/APS-400 management. This approach and implementation strategy supports long-term sustainability, adaptability, and cost-effectiveness. Additionally, work should use existing entitlements and licensing to the fullest extent possible.

2 References The Contractor must adhere to the FAA Orders, standards, guidance, and reference materials specified herein, as applicable to this PWS, under the guidance of the Contracting Officer’s Representative (COR). These references may be updated or revised during the TO period of performance; the Contractor must adhere to the most current versions provided by the FAA.

a. Orders and Notices, Laws, Regulations, Policies, or Guidance:

(1) The FAA Orders and Notices applicable to performance of this Task Order are listed in ISC 2.0 Contract Exhibit C-012: Reference Information – Applicable Directives.

b. ID badge online application: https://my.faa.gov/org/linebusiness/ash/programs/id_badge.html

c. Forms: https://employees.faa.gov/tools_resources/forms/

3 Task Requirements The Contractor must perform the tasks described in the following sections. All references to “days” throughout this PWS are business days unless otherwise specified.

The Contractor must ensure full compliance with FAA governance directives, configuration management procedures, system security protocols, and ServiceNow platform best practices throughout the contract lifecycle.

The Contractor must provide all necessary staffing, tools, systems, and expertise to ensure successful performance of all tasks.

3.1 Project Management and Oversight

The Contractor must:

· Assign a dedicated Project Manager (PM) or Task Lead with relevant credentials and ServiceNow implementation experience to lead all activities under this TO.

· Develop and maintain a living Program Management Plan (PMP), inclusive of project charters, change control mechanisms, work breakdown structures, schedule baselines, risk management frameworks, communication protocols, and performance monitoring metrics.

· Conduct project kickoff meetings, integrated baseline reviews, mid-point check-ins, and bi-weekly status briefings with FAA stakeholders.

· Ensure all project artifacts and correspondence are maintained in FAA-designated repositories and adhere to FAA records management policies.

· Develop a centralized tracking system in ServiceNow to monitor contract scope and deliverables, enabling automated status reporting.

· Maintain and provide a weekly project plan task deliverable and action plan to ensure the PMP milestones stay on target for each of the project scope deliverables.

3.2 Technical Implementation and Configuration Services

The Contractor must:

· Perform comprehensive solution design, configuration, and implementation using ServiceNow’s latest release functionalities.

· Support Agile sprint planning and execution cycles, including backlog grooming, storyboarding, testing, and deployment.

· Develop scoped applications and data models only upon FAA approval, following strict governance procedures.

· Leverage ServiceNow’s Integration capabilities, custom integrations, or other approved interfaces as directed by the FAA.

3.3 Platform Health

The Contractor must:

· Deliver technical support for issues arising post-deployment during established hyper-care period The typical hyper-care period will be defined as the two weeks post deployment and focus on issues not discovered during development.

· Perform periodic platform health checks, incident reviews, and system performance diagnostics related to releases and new functionality.

· Provide proactive monitoring recommendations, version upgrade testing, and patching coordination.

· Support FAA’s ServiceNow Support Team in implementing and governing platform management processes.

3.4 Documentation, Compliance, and Reporting

The Contractor must:

· Author, review, and deliver all documentation related to new system architecture, process design, configuration, integrations, test results, security, and audit compliance.

· Develop and deliver user manuals, knowledge base articles, and standard operating procedures (SOPs), as directed by the FAA.

· Ensure all technical documentation is version-controlled, archived, and submitted in compliance with FAA reporting standards.

· Use FAA-approved collaboration platforms for document sharing and post all active and final documents to the FAA-approved repository including but not limited to, Microsoft Teams Channel, SharePoint, ServiceNow, or other repositories.

3.5 Knowledge Transfer and Capacity Building

The Contractor must conduct hands-on knowledge transfer sessions with identified FAA and contract personnel, ensuring technical fluency and operational continuity.

4 ServiceNow Maturation To support the FAA’s evolving enterprise needs and maximize the value of its ServiceNow investment, the Contractor must provide services that enable the strategic maturation of the platform. This includes delivering foundational implementations, advancing automation and analytics, enhancing integrations, and strengthening user enablement and adoption. The Contractor must work in close coordination with FAA stakeholders to ensure platform efforts are scalable, sustainable, and aligned with federal IT modernization goals. The following task areas define the core capabilities required to advance the FAA’s ServiceNow environment from foundational deployment to full enterprise integration and maturity.

4.1 Platform Implementation and Configuration

To ensure the FAA derives maximum value from the ServiceNow platform, the Contractor must support the implementation of new platform capabilities in accordance with enterprise standards. These efforts will establish foundational modules, applications, and core configurations that are scalable, compliant, and aligned with the FAA’s digital modernization goals. The Contractor must prioritize sustainability, performance, and extensibility, while maximizing the use of existing ServiceNow entitlements and OOTB capabilities. The Contractor must deliver all implementations in a manner that minimizes technical debt, limits unnecessary customization, and ensures long-term maintainability in alignment with enterprise architecture standards. The Contractor must:

· Implement new ServiceNow capabilities that align with enterprise priorities and mission requirements.

· Configure modules and scoped applications using OOTB functionality wherever possible.

· Support low-code/no-code development practices, when possible, to accelerate deployment and maintain long-term sustainability.

4.2 System Integration

The FAA operates within a complex IT ecosystem that requires seamless integration between ServiceNow and other critical systems. The Contractor must be responsible for designing and implementing new integrations that ensure data consistency, streamline cross-platform workflows, and maintain platform security. The Contractor’s integration work must comply with FAA cybersecurity and data governance requirements. The Contractor must:

· Integrate ServiceNow with other systems and tools to ensure seamless data exchange and workflow connectivity.

· Establish application programming interfaces (APIs), web services, and secure data pipelines to support bi-directional data flows.

· Maintain platform integrity and alignment with FAA cybersecurity, privacy, and records policies.

· Provide options and recommendations for data and system integrations.

· Update ServiceNow documentation related to system integrations.

4.3 Business Process Optimization and Automation

To enhance operational efficiency and reduce administrative burden, the Contractor must analyze existing FAA business processes and identify opportunities for optimization through the ServiceNow platform. This includes, but is not limited to, automating routine tasks, simplifying approval chains, and aligning workflows with best practices. The Contractor must apply a structured discovery methodology and configure platform features that enhance service delivery across FAA business units. The Contractor must:

· Through discovery workshops and process analysis, identify opportunities for automation, standardization, and improvement.

· Re-engineer and streamline FAA business processes by aligning them with ServiceNow platform capabilities, including, but not limited to, Robotic Process Automation and Artificial Intelligence.

· Configure workflows and automated approvals to reduce manual effort and improve service delivery.

4.4 Reporting, Dashboards, and Decision Support

Data-driven governance and transparency are essential to FAA operations. The Contractor must support the creation of reporting capabilities and visualization tools that provide leadership and stakeholders with real-time insights into operational performance, resource utilization, and project progress. These solutions must comply with FAA data standards and enable proactive decision-making at all organizational levels. The Contractor must:

· As directed and approved by the FAA, develop actionable dashboards, visualizations, and performance indicators using ServiceNow reporting and analytics tools.

· Enable data-driven decision-making by designing and implementing custom and OOTB reporting capabilities.

· Ensure alignment with FAA governance and strategic planning frameworks.

4.5 Organizational Enablement and User Adoption

Sustained success of the ServiceNow platform depends on user engagement, training, and operational readiness. The Contractor must design and deliver activities that promote user adoption, build platform familiarity, and ensure personnel are empowered to leverage platform capabilities effectively. This includes supporting new/updated ServiceNow training, developing support materials, and conducting readiness assessments. The Contractor must:

· Support role-based access models and persona-driven user experiences.

· Collaborate with FAA or identified contract personnel on platform training, documentation, and communications that support adoption.

· Conduct user acceptance testing (UAT), feedback collection, and iterative improvements.

4.6 Platform Architecture and Demand Assessment

A scalable and resilient ServiceNow platform requires proactive architectural planning, governance, and demand assessment to ensure continuity, performance, and alignment with enterprise priorities. The Contractor must provide technical and strategic advisory support related to platform architecture and capacity planning. Additionally, the Contractor must assist in evaluating, scoping, and prioritizing incoming demands from FAA stakeholders, providing expert guidance to inform implementation decisions, roadmap development, and investment strategy. The Contractor must:

· Provide architectural advisement, planning artifacts, and technical recommendations to support sustainable platform growth and performance.

· Assess platform capacity, usage trends, and configuration impacts to support scalability, availability, and maintainability.

· Collaborate with FAA stakeholders to assess, document, and prioritize new demands based on strategic value, level of effort, and platform alignment.

· Support the FAA with feasibility assessments, technical risk evaluations, and recommendations for backlog grooming and release planning.

· Document architectural decisions, platform diagrams, and demand assessments in coordination with the FAA Enterprise Architecture and Governance teams.

4.7 Emerging Needs and Innovation

The FAA’s digital landscape is dynamic, with evolving requirements and emerging opportunities. The Contractor must support time-sensitive and mission-critical initiatives that fall outside traditional task boundaries. These efforts may include pilot programs, experimental deployments, or response activities aligned with emerging technology trends or urgent enterprise needs. The Contractor must:

· Design and deliver targeted solutions to address mission-specific or innovative priorities.

· Pilot new tools or workflows with potential to scale across the FAA enterprise.

· Collaborate with FAA lines of business, staff offices, and third-party integrators to support and tailor ServiceNow solutions.

· Assist the FAA with developing ServiceNow strategic roadmap and platform maturity recommendations based on current entitlements and future module entitlements.

5 Reporting and Metrics

5.1 Monthly Status Reports (MSRs)

The MSR must include detailed accomplishments, schedule variance, earned value management (EVM) metrics, issues/risk tracking, and stakeholder actions in a consolidated manner by project. This can be delivered as part of the CLIN 1 MSR package.

5.2 Monthly Financial Reports (MFRs)

The MFR must provide labor hours, actuals vs. projected cost data, funding utilization summaries, and threshold alerts for cost overruns in a consolidated manner by project. This can be delivered as part of the CLIN 1 MSR package.

5.3 Executive Briefing Materials

The Executive Briefing Materials must present visualizations, dashboards, roadmap updates, and key performance indicator (KPI) roll-ups in FAA-prescribed formats.

6 Transition The incoming and outgoing contractors must work together, in collaboration with the FAA, to rationalize plans for transitioning out, and to provide for a smooth operational turnover which minimizes the impact to end users and supported organizations.

6.1 Transition Out

Not later than 180 calendar days prior to this Task Order ISC Contract end date (or earlier if directed by the FAA), the Contractor must provide a Transition-Out Plan which, at a minimum:

a. Identifies procedures for retaining the staffing levels necessary to maintain required services through the Task Order expiration or termination.

b. Describes procedures and responsibilities for performing physical inventory and reconciliation of Government Furnished Equipment and accounting for on-hand levels of stockpiled materials, spare or repair parts, and supplies.

c. Identifies a proposed schedule and milestones for turnover of work functions.

d. Addresses turnover of elevated system privileges in accordance with technical direction issued by the COR.

e. Identifies how the Contractor will transfer ownership of the current MyIT Service Center toll-free number to the incoming contractor or the FAA/AIT organization, based on FAA direction.

f. Identifies a proposed schedule for conducting an inventory of all knowledge articles, creating a list of proposed knowledge articles that need to be updated, and providing the list to the FAA as part of the transition-out activities.

g. Identifies how the Contractor will coordinate with incoming contractors and the FAA to transfer knowledge regarding:

(1) Location of configuration data, logs, records, documentation, and technical artifacts.

(2) Open incidents and status of ongoing activities, projects, or technical initiatives.

All FAA security badges issued to Contractor personnel must be turned into the COR upon expiration of the Task Order.

At the expiration of the Task Order or at any point during the Task Order, the Contractor must provide the FAA with all data in an easily portable format that maintains any relational structure or other structure needed to ensure the quality and usability of the information. These information requirements are to be maintained by the Contractor, reviewed with FAA, updated by the Contractor, and made available to FAA on a quarterly basis.

7 Deliverables This section describes the products and tangible results that are expected from this TO.

Key deliverables under this PWS include, but are not limited to:

· Program Management Plan and schedule baseline including active project and task status, as required.

· Module-specific configuration documentation and process maps

· Training materials and instructor guides

· UAT test cases and results logs

· Executive briefings and stakeholder readouts

· Final system closeout package and turnover binder

7.1 Meetings and Communication

The Contractor must:

· Attend and facilitate recurring coordination meetings including weekly working group sessions, bi-weekly executive governance calls, and ad hoc issue resolution forums.

· Provide meeting minutes, action/decision logs, and presentation materials.

· Use FAA-approved collaboration platforms for document sharing, chat, and stakeholder updates.

7.2 Quality Assurance and Governance

The Contractor must:

· Develop and maintain a Quality Control Plan that outlines quality standards, acceptance criteria, defect remediation, and verification steps.

· Conduct peer reviews, internal testing, and traceability matrix validation prior to submission of deliverables.

· Support FAA in audits, inspections, and post-implementation reviews.

7.3 Contract Closeout Procedures

Within 30 calendar days prior to the end of the period of performance, the Contractor must:

· Submit final versions of all documentation and artifacts.

· Conduct knowledge transfer sessions and ensure operational continuity.

· Complete offboarding activities per FAA system deprovisioning policies.

· Provide a Final System Closeout Package and Turnover Binder.

8 Deliverables Schedule

The table below describes the deliverables required for performance of this Task Order. Unless otherwise specified, all deliverables in the following Deliverables Schedule must be submitted with a transmittal letter to the attention of the Contracting Officer and COR.

The following abbreviations are used in this schedule:

· NLT = Not Later Than

· TOA = Task Order Award

· IAW = In Accordance With All days are business days unless otherwise specified. If a deliverable submittal falls on a Federal holiday or weekend, the deliverable will be due on the next Government workday.

Deliverables must not contain proprietary markings inconsistent with the Government’s data rights set forth in the ISC 2.0 Contract or as specified in this Task Order.

PWS

Section No.

Deliverable Title

Due Date/Frequency

Format Applicable Data Rights

8.1 General Acceptance Criteria

Deliverables will be inspected for content, completeness, accuracy, and conformance to applicable standards and guidelines to confirm that they meet the FAA’s needs and requirements. The general criteria for acceptance are that deliverables must:

a. Be complete and accurate in presentation and technical content;

b. Be legible and free of spelling, grammar, and typographical errors; and

c. Adhere to applicable formats, templates, and standards.

If the FAA finds that a deliverable contains excessive typographical errors or otherwise does not conform to the required format, template, or standards, the deliverable may be immediately rejected without further review and returned to the Contractor for correction and resubmission.

Final acceptance will occur when all discrepancies, errors, or other deficiencies identified in writing by the FAA have been resolved, either through correction, document updates, or other mutually agreeable methods. If formal deliverable acceptance or rejection by the FAA is not provided to the contractor in writing within fourteen (14) calendar days, deliverables will be deemed accepted.

9 Period of Performance The period of performance for this Task Order begins on August 15, 2025, and extends through August 14, 2026.

10 Places of Performance The place of performance is at the Contractor site(s), FAA site(s) or telework.

11 Other Direct Costs (ODC) and Travel The Contractor may be required to travel during the performance of this Task Order. All travel must be in accordance with the conditions described in the ISC 2.0 Contract.

11.1 Other Direct Costs

It is anticipated that the FAA may require the Contractor to purchase equipment, materials, ancillary supplies, or other items necessary and incidental to performance of this Task Order. Such purchases must be made in accordance with ISC 2.0 Contract Section H*.

*Post-award, the FAA Contracting Officer, at his/her discretion, may delegate limited approval authority to the FAA COR with specific limitations of such authority prescribed in writing, such as the dollar thresholds or types of procurement that the COR would be authorized to approve.

12 Government Furnished Property (GFP) Government Furnished Property (GFP) includes Government Furnished Information (GFI) and Government Furnished Equipment (GFE).

All existing and relevant GFI, which includes documents and procedures regarding the performance of this TO, will be provided by the FAA within 45 calendar days after TO award.

Government Furnished Equipment (GFE) (i.e., laptops, PIV, desktops, etc.) may be provided to the Contractor.

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