OCIO_SD_-_Attachment_17_-_Deliverables.docx

Department of Labor Office of the Chief Information Officer Service Desk Project

Section F – Deliverables

Version 1.0 ii table of contents

Section F - Deliverables Summary information Table F1 below lists the requirements for providing plans, technical documentation, and reports to the Department of Labor (DOL).

Many deliverables require DOL approval before they can be implemented. DOL reserves the right to take up to ten working days to review any deliverable that must have DOL approval. During that time period, DOL personnel will either provide the Contractor with documented approval or return the document, with comments, for revision by the Contractor. The Contractor shall make the changes requested by the DOL or engage in a discussion about the deliverable with the Contracting Officer. Whenever the Contractor provides a revised document, the DOL will have another ten working day period to review it.

Table F1. Deliverables Submission Requirements

Softcopy and meeting to present

The Availability and Capacity Management Plan shall define the repeatable processes to be followed by Contractor to ensure that the Tier 1 Service Desk facility and the associated telecommunication and computing environment are sized appropriately to meet the capacity and availability Service Level Agreements (SLA) and other performance measures as defined in the contract.

The Availability and Capacity Management Plan shall:

1. Lay out the organizational structure that will support availability planning by identifying planning responsibilities, mapping them to Contractor staff and identifying DOL dependencies.

2. Define personnel responsibilities for executing the plan and monitoring performance, map these responsibilities to the Contractor staff, and identify interfaces to the DOL.

3. Document the process for planning and accomplishing moves, repairs, upgrades, maintenance, or replacements. The process description must also:

a. Establish maintenance windows when the Service Desk will not be available due to maintenance or other activities.

b. Define the process to be followed for notifying the DOL, Contractor managers, and users when maintenance must be performed outside of the established maintenance windows.

c. Define the process to be followed for notifying the DOL, Contractor managers, and users when scheduled maintenance exceeds the time allotted by the maintenance windows.

F.2.2 COOP Plan This deliverable shall document the approach for sustaining Service Desk operations in an event of partial or full loss of the Contractor’s Tier 1 Service Desk facility. This plan shall include provisions of alternate locations for the Contractor’s staff and means of rerouting calls to this alternate location(s).

Service Desk COOP shall:

1. Present an approach to provide work space for the Contractor’s staff.

2. Present an approach to communicate with the DOL COR and Federal Service Desk Manager during the outage/exercise.

3. Present approach to synchronize data between the primary and alternate systems and tools and systems.

4. Present an approach to stand up the operations using systems and tools at the alternate location(s).

5. Present an approach to synchronize data between the alternate and primary systems/tools after the Tier 1 Service Desk facility is restored.

6. Document failover, emergency response, and recovery procedures.

7. Lay out the organizational structure that will support the COOP by identifying planning responsibilities, mapping them to Contractor staff, identifying DOL staff dependencies, and presenting the schedule for performing and completing this work.

F.2.2 COOP After Action Report This deliverable shall document actions taken during the COOP event. It should present analysis of the event along with recommendations for future events.

F.2.3 Contractor Security Plan The Contractor Security Plan shall document the organization and procedures that will be followed to ensure personnel and system security comply with all applicable DOL regulations. At a minimum, the Contractor Security Plan shall:

1. Lay out the organizational structure that will support the security plan by identifying planning responsibilities, mapping them to Contractor staff, identifying DOL dependencies, and presenting the schedule for performing and completing this work.

2. Define personnel responsibilities for executing the plan and monitoring performance, map these responsibilities to Contractor staff, and identify interfaces to the DOL.

3. Identify measures to ensure compliance with all appropriate DOL procedures, and security requirements for personnel, and physical security.

4. Identify measures to ensure compliance with all appropriate DOL IT policies, procedures, and security requirements.

5. Identify procedures and techniques that support best commercial and DOL practices for securing against unauthorized access and threats.

F.2.4 Project Plans The Contractor shall use Project Plans to recommend changes and projects.

Each Project Plan shall:

1. Present project requirements, reason for implementation, measurable project success criteria, and project deliverables.

2. Present risks, constraints and assumptions.

3. Present an order of magnitude cost for completing the project, including a managerial view of cost elements and assumptions relating to cost and budget estimates.

4. Report the results of feasibility studies, change impact assessments, and risk analyses, if applicable.

5. Report the benefits, both financial and non-financial.

6. Include a Work Breakdown Structure (WBS) that defines work activities for creating and implementing deliverables and for coordination and communication, site preparation, equipment acquisition, equipment movement and installation, system testing, and training requirements.

7. Schedule activities at the second tier of the WBS and map key dependencies (if the project is approved by DOL, the project plan for the effort will contain the rest of the details).

DOL may require that additional information be provided as part of a specific project plan. The exact format and the required content will be defined on as-needed basis.

Project Plans can be created at the request of the DOL. They can also be created by the Contractor as an unsolicited proposal for a project, enhancement, or a change. In general, the Contractor shall provide DOL COR with a Project Plan within 10 business days of the request. DOL will review the Project Plan within 15 business days. If approved, the Project Plan will be turned into a formal project agreement and tasking.

F.2.5 Incoming Transition Plan The Incoming Transition Plan shall present the plan for standing up the OCIO Service Desk and transitioning user support from the current contractors within time frame required by the PWS.

Contractor shall include, at a minimum, the following:

1. Approach for managing the transition from the current support Contractor.

2. How the Offeror will work with the current support Contractor to facilitate the transition of both services and the Government Furnished Property (GFP) from the current Contractor.

3. A list of all DOL dependencies and assumptions for DOL resources to be used during the transition(s).

4. Technology and information transfer processes and procedures among the various organizations (Contractor, DOL, vendors, etc.)

5. Transition issues and risks and how the Offeror shall manage them.

6. Price and schedule risks, if anticipated, and their likely impacts.

7. Transition schedule that includes, at a minimum: specific tasks to be performed and the resources assigned to them; task dependencies and relationships; proposed task duration; and major milestones.

8. Staff ramp up approach.

9. Training approach to meet certification requirements.

10. Approach to meeting OCIO Service Desk facility requirement

11. Plans for activities within the first 90 days of operations.

In addition, the plan shall include project plan and Work Breakdown Structure for all transition activities as well as initial 90 days of operations.

F.2.6 Program Management Plan The Program Management Plan (PMP) shall present the plan for managing the program and outline the steps needed to ensure quality of services provided by the Contractor to the DOL in a manner that meets the SLAs. This plan must also include the Contractor’s Quality Control measures and plans to apply them as well as plans for managing risk. A draft of the PMP shall be submitted as part of the proposal.

The PMP shall address the management of on-going operations:

1. Management approach to providing required services.

2. Management approach to formulating and enforcing work and quality standards, establishing schedules, reviewing work in progress, and managing personnel, including Subcontractors.

3. Management approach to tracking and controlling costs.

4. Methodology and tools for planning, forecasting, budgeting, accounting for, tracking, and reporting on the Task Order budget and expenditures.

5. Approach to improving service and operating more efficiently, including proactive, ITIL-compliant service enhancements and problem avoidance.

6. Approach to managing teaming relationships with any and all Subcontractors and/or partners.

7. Approach to maintaining relationships with other Contractors interfacing with the OCIO Service Desk.

8. Management structure, organization, and roles and responsibilities for key functions.

9. Risk management process, including risks identified in this proposal and actions to manage them through acceptance, avoidance, mitigation, or elimination.

10. Service Level Agreement (SLA) management and SLA reporting methods.

The Quality Assurance (QA) Plan approach shall discuss the following:

1. Address Contractor deliverables, standards of acceptance, and interactions between the Contractor and DOL to ensure effective communication and quality assurance.

2. Demonstrate the Contractor’s approach to meeting the SLAs.

3. Discuss the Contractor’s methodology and staffing responsibilities for identifying deficiencies in the quality of services performed before the level of performance reaches unacceptable levels.

The Risk Management Plan (RMP) shall document controls that the Contractor will use to minimize risk to the operations. The plan shall address the risks associated with changes to the existing infrastructure, introduction of new elements into the infrastructure as well as external factors, such as technology trends and changing business environment.

The RMP shall:

1. Lay out the organizational structure that will support risk management by identifying planning responsibilities, mapping them to Contractor staff, identifying DOL staff dependencies, and presenting the schedule for performing and completing this work.

2. Define personnel responsibilities for executing the plan and monitoring performance, map these responsibilities to Contractor staff, and identify interfaces to the DOL staff.

3. Present repeatable processes for identifying risk and minimizing its impact.

Communication Management Plan (CMP) shall:

1. Lay out the organizational structure that will manage and execute process of creating, posting, updating and removing communications about known problems, incidents and issues that affect users or their systems.

2. Define personnel responsibilities for executing the plan and monitoring performance, map these responsibilities to the Contractor staff, and identify interfaces to the DOL staff.

3. Present an approach to identify affected parties.

4. Present approach and technologies to notify users and DOL stakeholders.

F.2.7 Master Project Plan The Master Project Plan shall summarize progress, challenges and interrelationship between various projects managed by the Contractor.

F.2.8 Daily Operational Status Report The Daily System Status Report is an informal means of communicating information about any operational issues that may have an impact on the OCIO Service Desk’s operations.

The exact format and execution of this report will be determined through discussion with DOL personnel.

F.2.9 Weekly Program Status Report The Weekly Program Status Report shall provide information about the current state of the operations as well as planned activities. This report information shall be structured into the following sections.

Service Level Management The Contractor shall report on performance against the SLAs. Where SLAs are not being met, the report should provide reasons for failures and mitigation strategy.

Incidents and Problems This section shall address summary tickets (volume, types, etc.) reported and worked on during the week. Of particular importance is information concerning high severity/priority tickets and issues along with their root causes.

Maintenance This section shall address maintenance activities:

1. List of successful maintenance events.

2. List of unsuccessful maintenance events, including:

a. Reason for inability to successfully complete the maintenance activities

b. Plans for completing these activities

3. Impact of the maintenance activities on the end-users.

4. Plans for next reporting period.

Issues This section shall address any issues that the Contractor feels should be brought to DOL’s attention. This discussion should address suggestions for resolution Plans This section shall address plans for the near future and their impact on the operation.

The exact format and execution of this report will be determined through discussion with DOL personnel.

F.2.10 Monthly Program Status Report The Monthly Program Status Report shall present the following information:

Service Level Management The Contractor shall report on system performance against the SLAs. For each instance of SLA under-performance, document the following:

1. Summary information about performance that was Below Expectations, including impact on the operations and end-users.

2. Details about the root cause or findings from troubleshooting efforts.

3. Details of Contractor efforts to improve performance.

4. An evaluation of the risk to future operations posed by the event.

Availability and Capacity Management The Contractor shall provide the information about the actual versus scheduled availability and capacity of all critical systems. If availability falls below the expected values, the report should address the reasons and plans to bring the availability to acceptable levels.

Incident, Service Request, and Problem Ticket Summary The Contractor shall summarize trends in ticket activity, such as:

1. The number of tickets closed during the report period by severity/priority levels

2. The average resolution times of tickets by severity/priority levels

3. Trending information comparing current ticket volumes and characteristics with previous month

4. Trending information comparing current ticket volumes with the last 12 months

5. Trending analysis and expectations for the future

6. Information about the tickets that have been open for a week or more

7. Root Cause Analysis results for the Problem tickets closed within the reporting period Service Desk Summary The Contractor shall summarize the Service Desk activity for the month, including:

1. The number of requests for assistance received by the Service Desk by source (e.g., phone, walk-in, e-mail, etc.)

2. Call statistics (e.g., Call abandoned rate, Average Speed to Answer, Average talk time)

3. Email and Web statistics (e.g., volume, response time)

4. Comparison of current month’s activities with the last 12 months and associated analysis Other Contractor Activities Report on the following items.

1. Analysis of the results of the user satisfaction survey.

2. Critical program management problems or issues: items with the potential to cause problems.

3. Other information the Contractor considers important.

4. Invoice data including ODCs and travel.

5. Ad hoc reporting as requested by DOL The exact format and execution of this report will be determined through discussion with DOL personnel.

F.2.11 Quarterly Service Level and Self-Assessment Report and Briefing The Service Level and Self-Assessment Report shall be developed and presented by the Contractor. This report shall document, for the previous reporting period, the Contractor’s performance against the established SLAs and OLAs. This is a self-assessment of the Contractor’s performance for that period, and a written expression of the Contractor’s desire, if any, to brief the DOL. The briefing will be scheduled by the Contracting Officer who will notify the Contractor of the date, time, and place.

The written deliverable format of this briefing will be determined through discussion with DOL personnel, and the briefing shall not exceed 60 minutes. The self-evaluation will be used in evaluating the Contractor’s performance.

F.2.12 Standard Operating Procedures Standard Operating Procedures (SOP) shall specify guidelines, cost-effective and repeatable practices to be followed by the Contractor staff for day-to-day and other scheduled operations. Every policy and procedure document must include information for three critical areas:

1. Lay out the organizational structure that will perform the work

2. Define procedures to be followed to successfully to perform the tasks, including means of documenting the work and its results, triggers that cause the SOP to be enabled (where applicable), and criteria to measure success of the final results

3. Document the requirements for communicating relevant information (including updates, escalations) to the Contractor and the DOL staff in a timely fashion.

Standard operating policies and procedures must be updated or developed for these areas:

1. Service Desk and On-site Support, including ticket creation, updates, resolution

2. Project management

3. Move, Add, and Change

4. Information security

5. Physical security

6. User support documents such as “how to” documentation to assist end-users of information systems and applications

7. Troubleshooting, maintenance, administration, configuration updates, backup and recovery, etc. procedures

8. Concept of Operations (CONOPS) – description of the Contractor’s operations and management activities The Contractor shall develop procedures and update them as operations change.