Statement_of_Work_(3).pdf

STATEMENT OF WORK

PART 1

General Information

C.1 Introduction

The United States Department of Labor (DOL) has a requirement for the ongoing support of the currently implemented Interactive Intelligence Voice over Internet Protocol/Interactive Voice Response (VoIP/IVR) solution.

The DOL Office of the Chief Information Officer (OCIO) requires contractor support in order to maintain VoIP/IVR services for approximately 4,000 users in over 150 sites across the United States. This support includes but is not limited to:

Tier 2 and 3 VoIP and IVR incident/problem management service desk support

System-wide management, maintenance, and improvements

Management of user accounts, work groups, call queues, primary rate interfaces (PRI), fax lines, and office mailboxes;

Device management including Internet Protocol (IP) phones, fax machines, TTY devices, and Pitney

Bowes postage machines

IVR call flow scripting and management , automatic call distribution (ACD) management, and business application integration

Network traffic monitoring and testing

DOL OCIO Service Catalog reporting and cost management.

In additional to the described VoIP and IVR services, DOL OCIO is in need of continued support of various projects that integrate and modernize current client systems and makes the technology base compliant with Federal, DOL, and OCIO target enterprise architecture standards. The OCIO is continuing to extend, expand, enhance, integrate, and update the existing IT infrastructure and architecture. Software and Services Development and Testing Support are required to support standard development processes, tools, and environments for the entire lifecycle of application development as well as Customer Agency application testing, certification, and release management.

C.1.1 Background Information

The DOL’s implementation of the Interactive Intelligence IVR and VoIP solution set is an integral part of a larger

Unified Communication (UC) suite operated by the DOL in support of operations of its various Agencies. Although a common platform, there is a fair amount of customization of the Agency-specific applications, due to Agency specific functional needs and differences in the IT systems supporting individual Agencies. The Agency overall IT environment is known as the General Support Systems (GSS).

Integration with GSS:

The VoIP solution is fully integrated with the DOL OCIO GSS, including bi-directional communication with Outlook.com and Office365. This includes the implementation of Unified Communications for email and fax delivery, to both individual users and also to offices and specialty lines.

Integration with Agency Applications:

The VoIP solution is integrated with a variety of agency applications. This includes caller self-service, screen pops, customer satisfaction surveys, and custom reporting.

The Office of Workers Compensation Program (OWCP) Division of Federal Employment

Compensation (DFEC) call flow takes information input by the caller, which is sent to the Integrated

Federal Employment Compensation (iFECS) application via web services to validate a case number and determine where to connect the call (office, claims examiner, or customer service representative).

As the connection is made, the iFECS application does an application screen pop that tells the receiver of the call who is calling and provides other basic information. If the call isn’t answered, the IVR solution allows the caller to leave a message which is then forwarded to the correct claims examiner.

A custom built connector uses the Interactive Intelligence Application Programming Interface (API) to receive notification from the CIC server, and uses iFECS application libraries to send notifications to the iFECS application.

Custom reporting has been developed from the VoIP system for Wage and Hour Division (WHD) applications and business processes. This includes reporting on call volumes, performance statistics, workload analysis, etc.

All OWCP call flows include the ability to take customer satisfaction surveys at the request of the caller. This functionality utilizes an external survey service and seamlessly connects the caller to the survey at the completion of their service call.

C.1.2 Hours of Operations

Total hours worked per day (Monday-Friday), per full time employee, shall not exceed eight (8) hours without written approval from the Contracting Officer. All Key Personnel must be available during the Core Hours. Core

Hours of Operation are 9:30am to 3:30 pm Eastern Time, Monday through Friday, with the exception of Federal

Government holidays.

Government Holidays: The contractor is not required to perform services on the following holidays:

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus Day

President’s Day Veteran’s Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

All scheduled (and to the extent possible, all unscheduled) maintenance activities shall be performed during agreed upon and reserved Authorized Service Outage Windows (ASOW).

C.1.3 Place of Performance

Work under this contract will be performed on-site at the U.S Department of Labor in the Francis Perkins Building located at 200 Constitution Ave., N.W. in Washington, D.C.

C.1.3.1 Telework

With the preapproval of the Contracting Officer and the COR, the contractor employees may be allowed to telework, at the discretion of the Government. In the event that telework is granted, the following guidelines shall be in effect:

1. Contractor employee must have an adequate internet connection, workstation or laptop, active security token, and phone to be able to perform all duties normally performed in the office.

2. Contractor employee must send an e-mail to the Contractor Program Manager, the COR, and the Program

Office representative when logging on to begin work. A follow-up email must be sent each time the employee is going offline (e.g. lunch) and back online throughout the day. The employee is expected to work 8 hours unless otherwise noted/approved in advance by the Contracting Officer.

3. Contractor employee must include a list of planned tasks with the first login email. The final logout email must include a status report of accomplishments and activities performed throughout the day.

4. Contractor employee timesheets must correspond to the login/logout email times.

5. Contractor employee must adhere to all DOL policies and procedures for securing data, records, privacy, etc, including locking of the workstation if unattended.

C.1.3.2 Travel

Limited travel may be required to other DOL regions at the COR’s discretion and with the approval of the CO. If travel is deemed necessary by the CO/COR, any such approved travel and per diem shall be reimbursed in accordance with the Federal Travel Regulations and FAR 31.205-46. All contractor travel shall be approved in advance by the CO/COR. Advanced notice must be provided for any travel required by the Federal Program

Manager.

C.1.4 Operational Model

The Contractor will be using DOL-owned operational, development, testing and management tools to maintain and enhance systems that are owned, leased, or otherwise supplied by DOL. The Contractor is expected to provide innovative solutions that bring technical, operational, and cost efficiencies to DOL and its users. DOL will include

Contractor’s efforts in decisions related to execution of optional task periods.

The contractor staff will be working under direct supervision of the contractor’s project manager(s) and the Federal

Project Manager. It will be the contractor’s responsibility to manage to the agreed to timelines and priorities.

Part 2 Definitions & Acronyms

Definitions & Acronyms

CO – Contracting Officer

COR – Contracting Officer’s Representative: A representative from the requiring activity assigned by the

Contracting Officer to perform surveillance and to act as liaison to the contractor

Defective Service – A service output that does not meet the standard of performance associated with it in the

Statement of Work.

DFEC – Division of Federal Employees' Compensation

DITMS – Division of Information Technology Management and Services

DOL – Department of Labor

EA – Enterprise Architecture

FAR – Federal Acquisition Regulation

GSS - General Support Systems

IT – Information Technology

IVR – Integrated Voice Response system for managing phone calls, customer service, etc.

OASAM – Office of the Assistant Secretary for Administration and Management

OCIO – Office of the Chief Information Officer

OMB – Office of Management and Budget

PIV – Personal Identity Verification

POP – Period of Performance

Quality Control – Those actions taken by a contractor to control the performance of services so that they meet the requirements of the SOW.

Quality Assurance – Those actions taken by the government to assure services meet the requirements of the

Statement of Work.

SF – Standard Form

SOW – Statement of Work

Part 3

Government Furnished Property, Equipment, and Services

C.2 Government Furnished Items and Services

C.2.1 Facilities, Supplies, and Services

DOL will provide working space including furniture, computers, network connections, and telephone access for official work-related calls only. DOL will provide appropriate software (operational and development) on-site at its headquarters building in Washington, DC for use in task completion

C.2.2 Information Sources

Knowledgeable DOL personnel will be made available to assist contractor personnel in obtaining information pertinent to this SOW. Extensive information regarding DOL’s business and processes are available via the OCIO homepage on the DOL Intranet and will be made available to the contractor personnel. The contractor will be provided all necessary documentation pertinent to the performance of the specified tasks.

Part 4

Contractor Furnished Property, Equipment, and Services

C.3 Contractor Furnished Items and Services

C.3.1 Contractor Furnished Equipment

The Contractor shall provide any equipment and supplies it feels are required to meet the contract requirements beyond that provided by the DOL. All hardware and software purchases require prior DOL Contracting Officer

(CO) approval if DOL is to pay for the purchase.

The Contractor will not be allowed to operate any hardware or software device on the DOL network without getting an approval to operate from DOL. Once such approval is granted, any changes to the Contractor furnished equipment using DOL’s network must be presented by the Contractor for certification and approval by the DOL CO.

C.3.2 Government-Reimbursement of Certain Costs

C.3.2.1 Hardware, Software and Equipment

The Government may ask the Contractor to purchase or lease certain equipment (e.g., Blackberries) for use under this contract with the intent of reimbursing the Contractor for the purchase price or monthly expenses. The

Government will make this request (in advance) in writing, providing approval of the cost or a budget limitation for the item(s) requested. Any lease entered into by the Contractor as a result of this request must not exceed the costs approved by the Government nor the amount of time remaining in the contract. The lease may be renewed by the

Contractor as long as the Government renews the contract and determines that the equipment is still needed. If the contract is terminated before the end of the contract term because the Contractor is determined by the Government to be in default of the contract, the Government is not responsible for completing the lease agreement beyond the termination date of the contract or for paying any penalties or fees due to early cancellation of the lease.

The Contractor shall request and receive in advance written approval from the Government before purchasing or leasing any such equipment for use under this contract. If this advance written approval is not obtained, any request for reimbursement for the costs may be denied by the Government. The Contractor's request must include cost information and a justification for the action. The Government reserves the right to deny the request based upon the expense of the purchase or lease or a determination that the purchase/lease is not justified.

C.3.2.2 Other Direct Costs:

Contracting Officer shall approve before incurring other direct costs, (incidental services for which there is not a labor category specified in the contract, computer usage charges, and emergency procurements under the micro purchase threshold). In terms of this contract, other direct costs shall cover replacement telecommunications hardware and accessories for the IVR systems, such as handsets, head sets and power cords. If advance approval is not obtained by the CO in writing, any request for reimbursement of costs may be denied by the CO. The

Contractor's request must include cost estimates information and a justification for the purchase. The Government reserves the right to deny the request based upon the expense of the purchase, lease, or a determination that the purchase/lease is not justified.

Part 5

Management Team and Key Personnel

C.4 Management Team and Key Personnel

C.4.1 Management Team and Key Functions

The Contractor shall provide Key Personnel who are exclusively dedicated to the execution of the activities called forth in the requirement. The Project Manager is a key position. The Project Manager shall be responsible for all aspects for Contractor’s personnel, and for communications between DOL and Contractor/vendor.

The Contractor shall ensure that Key Personnel are available either in person, or by other approved collaboration tools. DOL designated the following as Key Personnel: Project Manager, IVR/VoIP Project Manager, VoIP/IVR Engineer II, VoIP/IVR Engineer III, Subject Matter Expert III (Middle-Tier, Business Intelligence

Reporting, and Rational Collaborative Lifecycle Platform).

Key Personnel Minimum Experience and Education must meet the following requirements:

Project Manager (Project Manager Labor category)

Minimum/General Experience: Seven to fifteen years of applicable experience, including five years of specialized experience in supervision of projects of similar size and complexity.

Minimum Education: A Bachelor’s degree in Business, Engineering, Management, Social/Physical

Science, Mathematics, or other discipline functionally related to the work assignment.

Provides competent leadership and responsible program direction through successful performance of a variety of detailed and diverse elements of a project’s lifecycle.

Plans, organizes, and controls the overall activities of the project -- i.e., project management, staffing, requirements definition, technical work, quality of products, and costs associated with the project.

Ensures that all activities conform to the terms and conditions of the contract.

Provides administrative oversight, handles contractual matters, and serves as liaison between the

Contracting Officer’s Representative (COR), the Contracting Officer (CO), and corporate management. Consults with COR and users to reduce costs and maximize efficiency in achieving the stated requirements.

Schedules and assigns duties to subordinates and subcontractors, and ensures that assignments are completed as directed. Coordinates activities and seeks resolution of contractual and technical problems while working with the CO, the COR, and the Government project manager.

Is intimately familiar with customer organization and goals. Understands CIO relationship with agency customers and develops solutions to satisfy customer requirements and fit into CIO priorities and target architecture

Provides input and value analysis on solutions and required. Manages vendor relationships where required; recommends updates and changes to enhance overall services and reduce costs

Liaison with DOL agencies concerning agency projects: defining business requirements, budgeting as pertains to system modification and updates, and setting and managing project priorities

IVR/VoIP Project Manager (Project Manager Labor category)

Minimum/General Experience: Seven to fifteen years of applicable experience, including five years of specialized experience in supervision of projects of similar size and complexity.

Minimum Education: A Bachelor’s degree in Business, Engineering, Management, Social/Physical

Science, Mathematics, or other discipline functionally related to the work assignment

Liaison with all DOL agencies concerning agency projects: defining business requirements, budgeting as pertains to system modification and updates, and setting and managing project priorities

Liaison with all DOL agencies concerning trouble tickets: methods of ticket resolution, setting and managing ticket priorities, providing periodic status updates to agencies and OCIO, and insuring resolutions are documented and tickets are closed according to procedures

Managing implementation of major / minor vendor releases, including periodic service updates

Consultant to various DOL groups in long range system planning regarding voice services including

VoIP, ACD, IVR, unified messaging

Manages Tier 1 to Tier 4 teams to provide support for overall system operations

Provides system accounting reports including agency program utilization, investment, and breakdown of offices for service catalog

Intimately familiar with agency business processes and applications including all integration points with IVR/VoIP solution

Provides guidance for overall architecture of IVR/VoIP services and integration with overall General

Support Services and agency applications

Manages vendor relationships where required; recommends updates and changes to enhance overall services and reduce costs

VoIP/IVR Engineer III

Minimum/General Experience: Seven years of experience in Performing complex engineering development and design work including (but not limited to) logic design, circuit design, I/O design, instrumentation design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, network structure design, mechanical design, and optical design.

Minimum Education: Bachelor’s degree general engineering.

Lead Architect for call flow design, modification, and implementation.

Ensures that system and services are compatible with overall technical and business needs.

Codes handlers, flows, and provides overall system administration expertise.

Responsible for designing, implementing, managing and supporting call routing configurations on

Interactive Intelligence (i3) platform (Attendant, Handlers, Dialer, Admin and recording).

Works with application developers and system administrators for telephony related applications and integrations

Designs, develops, codes, debugs, tests, implements and provides daily technical support and maintenance program applications and sites including but not limited to, I3 multi-media call routing, IVR, and reporting

Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions

Daily monitoring and frequent modifications of agency specific call flows including screen pops, database lookups, skill-based routing

Constant monitoring / modification / publishing of a library of 1,200+ multi-language voice prompts

Creation, modification, and monitoring of 50+ specialty public phone lines across multiple DOL agencies

Troubleshooting and resolving voice and fax issues on 250+ public phone lines across the country

Monitoring and deciphering system logs and identifying anomies for investigation

Constant monitoring / troubleshooting / resolving VoIP and IVR equipment located at 150+ DOL sites across the country

Constant monitoring / troubleshooting / resolving 250+ PRI circuits across the country

Constant monitoring / troubleshooting / resolving 1,250+ SIP proxy DID numbers on local circuits across the country

Constant monitoring / troubleshooting / resolving issues with CIC system core services in primary, secondary, and DR data centers

Interactive Intelligence Core Certification (Interaction Center 4.0)

VoIP/IVR Engineer II

Minimum/General Experience: Four to Five years of experience in Performing complex engineering development and design work including (but not limited to) logic design, circuit design, I/O design, instrumentation design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, network structure design, mechanical design, and optical design.

Minimum Education: Bachelor’s degree general engineering.

Codes handlers, flows, and provides overall system administration expertise.

Daily monitoring and frequent modifications of agency specific call flows including screen pops, database lookups, skill-based routing

Works with Lead Architect and Business Analyst to ensure that system and services are compatible with overall technical and business needs.

Develops, codes, debugs, tests, implements and provides daily technical support and maintenance program applications and sites including but not limited to, I3 multi-media call routing, IVR, and reporting

Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions

Constant monitoring / modification / publishing of a library of 1,200+ multi-language voice prompts

Creation, modification, and monitoring of 50+ specialty public phone lines across multiple DOL agencies

Troubleshooting and resolving voice and fax issues on 250+ public phone lines across the country

Monitoring and deciphering system logs and identifying anomies for investigation

Constant monitoring / troubleshooting / resolving VoIP and IVR equipment located at 150+ DOL sites across the country

Constant monitoring / troubleshooting / resolving 1,250+ SIP proxy DID numbers on local circuits across the country

Constant monitoring / troubleshooting / resolving issues with CIC system core services in primary, secondary, and DR data centers

Interactive Intelligence Core Certification (Interaction Center 4.0)

Subject Matter Expert (SME III labor categories)

Minimum/General Experience: Ten to fifteen years of experience providing expert consulting, design, implementation, and/or facilitation assistance in a specific technical discipline or technology, in situations that require specialized expertise.

Minimum Education: Master’s degree in a computer-related/1T field or in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment. A Bachelor’s degree and with 10 years of general experience of which 7 years is specialized may be substituted.

Middle-Tier SME III

Develops design and implementation architecture of overall J2E and BPM middleware platform

Standardize middleware application development efforts across multiple teams with best practices and procedures

Provides expertise, supports, troubleshoots, and executes migration path for platform and application migration

Identifies application performance issue across multiple platforms, works with appropriate development team and MT vendor to identify issues and provide solutions

Designs and implements middleware performance load test platform, designs testing scenarios, records and implements load to perform load test and identify various application issue

Integrates applications and middleware with various authentication repositories

Ensures that system and services are compatible with overall technical and business needs.

Supports multiple agency development efforts and platforms including IBM Rational, Eclipse, Rational Software Architecture, Business Modeler, WebSphere Integration Designer and IBM

Integration Bus

Design, architecture, and implement middleware runtime platform integrations for multiple services and solutions including agency applications

Provides daily production support of agency mission critical applications

Business Intelligence Reporting SME III

Constantly monitors, troubleshoots, and resolves issues with Business Objects core services in clustered primary and secondary environments

Supports agency report development and migration efforts from multiple platforms including Business

Objects XIR2, XIR3, and BI4

Configures, maintains, and administers an enterprise-wide Business Objects BI multi-platform environments (e.g., multiple repositories/universes, WEBI, application servers, enterprise databases)

Works with application developers and system administrators for BI related applications and integrations

Maintains end-user accounts, groups, and the security and authentication repository integration; works with account managers to structure Active Directory groups

Works with DOL agencies customers concerning agency projects; defines business requirements, designs solutions, recommends best practices for data management, and implementation architectures to meet business needs

Rational Collaborative Lifecycle Platform SME III

Develops software development tools related processes and provides best practice standards for the selected tools.

Organizes data to assist in troubleshooting application issues and sub-optimal system performance

Configures, maintains, and administers integrated and clustered Rational Collaborative Lifecycle platform environment

Provide support for legacy tools as required including RequisitePro, ClearQuest, TestManager, and

Rational ClearCase.

Supports the integrated development lifecycle including source code repositories, build scheduling and automation, and delivery to Operations

Supports agency development teams and projects; mentors when needed, identifies process gaps, recommends best practices, and ensures project traceability

Provides support for Rational Application Developer, Rational Software Architect, and Eclipse IDE.

Supports an integrated platform including J2E platform and enterprise databases

1. Designation of Key Personnel. Before placing an individual as a Key Personnel, after contract award, Contractor shall provide DOL with the resume and other information regarding the individual so that DOL can verify that the individual meets the qualifications of the position. Contractor's appointment of Key

Personnel shall be subject to the Contracting Officer's written consent.

2. Replacement or Reassignment of Key Personnel. Except as otherwise mutually agreed or absent extenuating circumstances beyond the control of the Contractor, Contractor shall not reassign or replace any Key Personnel for twenty-four (24) months after his or her designation as Key Personnel.

3. Extenuating circumstances include:

a. Key Personnel's voluntary resignation from Contractor;

b. Dismissal of Key Personnel by Contractor;

c. Inability of Key Personnel to work due to medical leave (illness, sickness), leave covered under the Family Medical Leave Act.

Contractor shall be responsible for replacing Key Personnel within fifteen (15) business days. Training for Key

Personnel shall not be an additional charge to DOL.

4. Personnel. The Contracting Officer, in consultation with the COR, may require Contractor to remove any individual immediately, for any reason..

Part 6

Management Requirements

C.5 Management Requirements

C.5.1 Program Management and Execution

The Contractor shall be responsible for satisfying all requirements contained in this SOW. The Contractor shall:

Formulate and enforce work and quality standards

Review work in progress

Manage timely delivery of information and products requested by DOL, both scheduled and ad-hoc

Deliver progress and status reports

Interface with other Contractors

Ensure that the IT operations adheres to applicable DOL IT security policies and procedures

Take responsibility for and coordinate issue resolution

Coordinate on-site operational services.

The Contractor's management team shall provide technical and functional support to cross-organizational working groups addressing large-scale changes to DOL's IT infrastructure. For example, projects, such as the deployment of new hardware or new software across the DOL or its agencies, could benefit from Contractor’s experience in performing similar work.

C.5.2 Technical Management Support Execution

The Contractor shall assume responsibility for ensuring that the systems under its control are configured to meet the current and foreseeable capacity, functionality and policy and regulatory needs. This support includes, but is not limited to the activities outlined below:

Manage operations and maintenance of all equipment and systems under its control

Coordinate issue resolution

Provide technical leadership in system selection and technology refresh activities

Provide leadership in providing input concerning better use of existing resources

Provide timely updates to Standard Operating Procedures (SOP) and other documentation used in execution of tasks

C.5.3 Performance Reporting

The Contractor shall be responsible for gathering, processing and presenting the system performance data at the regularly scheduled review sessions.

C.5.4 Deliverables Management

The staff provided under this task order will work under the direction of a Project Manager and a Federal Project

Manager. Tasks will include enhancements, updates and additions to the existing infrastructure. The staff will perform tasks including but not limited to infrastructure additions and extensions; technical advice and consulting on infrastructure; database reporting and analysis; server and service virtualization; web services; thin/zero-footprint clients; software developments tools and their supporting environment; integration with existing environment. Staff will produce, as appropriate, issue papers, system concept & design, standard operating procedures, developer guides, presentation, guidelines, proposed standards and similar documentation.

Deliverable Frequency # of Copies Medium/Format Submit To

Status Reports Weekly (Every

Friday)

1 Email COR

Invoice 1 per month 1 Copy Email COR

Invoice 1 per month 1 Copy Hard Copy Block 18a

Staffing report Monthly (First of each month)

1 Copy Email COR

Hours report As required 1 Copy Email COR

C.5.5 Standard Operating Procedures

The Contractor shall establish (or update existing) and maintain formalized SOPs and operational plans for each function.

C.5.5.1 Communication Management

The Contractor is responsible for notifying the COR in writing of all issues that may impact (positively and negatively) its ability to deliver services and/or deliverables in a timely manner at the levels specified by the applicable performance, content and quality levels. The COR will assist the Contractor, but only after being notified in writing of the issue and required support. The Contractor shall be responsible for communicating to the Users, information about scheduled and unscheduled events that may impact Users’ access to the IT resources using current standards. In all cases, innovations in communication will be considered by DOL and enacted upon approval by the COR.

C.5.6 Working with Other DOL Support Contractors

DOL employs services of multiple Contractors and vendors in support of its operations. The Contractor shall work with these entities and establish working agreements that enable it to meet DOL-mandated performance agreements.

The Contractor shall be responsible for coordinating its efforts with any other Contractors and organizations operating within DOL, or external organizations supporting DOL. Examples of such coordination may include, but not be limited to:

Incident and Problem resolution escalation paths between the Enterprise Service Desk (ESD) and other organizations within DOL

Working with other Contractors to develop troubleshooting guides that enable the ESD to limit the number of escalated issues

Service desk scripts that support common approach to issues classification, description, routing and resolution

C.5.7 GFE Management

The Contractor’s management staff shall be responsible for keeping track of Government Furnished Equipment

(GFE) assigned to its staff in accordance with DOL property management and mobile computing device policies

(DOL Manual Series (DLMS) 2-100 and OASAM/ECN Portable Systems Equipment Policy, or subsequent revisions/replacements of these policies). DOL will use financial and legal penalties for missing GFE regardless of the circumstance (e.g., theft, fire, and flood).

C.5.8 Use of Industry Best Practices

The Contractor shall utilize commercial best business practices such as:

The Information Technology Infrastructure Library (ITIL) version 3 (ITIL v3)

Information Technology Service Management (ITSM) and

Project Management Body of Knowledge (PMBOK) guide

DOL is a process-oriented organizations and places value on personal and organization certifications, which show adherence to standardized and repeatable processes, such as described above.

C.6.9 Contractor’s Roles and Responsibilities

The Contractor shall be responsible for coordinating its efforts with any other Contractors and organizations operating within DOL, or external organizations supporting DOL. If the Contractor requires an agreement with another organization(s), the Contractor shall develop and negotiate the appropriate agreements. DOL may assist the

Contractor with such negotiations.

The Contractor shall be fully responsible for developing and providing all deliverables called for in this SOW at or above performance levels specified in this solicitation.

The Contractor shall participate in various governing bodies that perform functions including, but not limited to, future planning, standards setting, and configuration control.

The Contractor shall comply with all current DOL security policies and procedures for handling IT equipment and data. The Contractor shall follow current DOL approved standard operating procedures (SOPs) until revised SOPs are coordinated and approved.

C.6.9.1 Quality Assurance Plan

A Quality Assurance Plan is to be completed 30 days from date of award. The contractor shall establish, document, implement, and maintain a quality monitoring system. The contractor’s quality control plan must be updated yearly and include detailed instructions that accomplish the following:

Identify the contractor’s plan for ensuring that services delivered comply with the performance standards specified by OCIO

Identify the criteria and method needed to ensure both the operation and control of call monitoring process is effective.

Identify and ensure that all support staff is properly skilled and knowledgeable in each area of customer support in order to provide quality customer service.

Explain the effectiveness of the quality management system through the use of quality policy, quality objectives, corrective actions, preventive actions, and management reviews. (i.e., Quarterly

Management Meeting)

The plan should discuss the Contractor’s overall approach to quality improvement, as well as specified processes, procedures, and/or methodologies the Contractor intends to use to meet and/or perform the services and activities required.

C.6.10 DOL’s Rights, Roles and Responsibilities In order to accommodate unforeseen situations and sudden changes in the underlying directives, DOL reserves the right to change priorities and redirect activities within the scope of the contract. DOL Contracting Officer will request the contractual changes via bi-lateral modification in order to accommodate the changing requirements before direction is given, if needed.

DOL Contracting Officer reserves the right to remove any Contractor personnel or its sub-Contractors not qualified to perform the tasks of this solicitation, or individuals that DOL feels are a potential threat to the health, safety, security, general well-being, or operational mission of the installation or its population.

DOL COR is the only entity authorized to provide access to DOL’s network and its elements.

All intellectual properties, including but not limited to, databases, documents, creative notions, software code, or custom configuration of Commercial Off The Shelf (COTS) software, or any other collateral developed under this contract will be the property of DOL, not that of the Contractor or his subcontractors.

DOL reserves the right to, and will, verify any and all report and summary data provided by the Contractor with the source data that the Contractor used to generate said reports and summaries. The Contractor shall maintain summary project and performance data for the duration of the contract.

DOL reserves the right to approve Contractor-provided hardware and software based on security requirements and mitigations. Hardware, COTS software, custom-developed software, Government Off

The Shelf (GOTS) software, licenses and data provided, generated and procured during the execution of this contract shall remain the property of the Government and shall be returned to the Government at the end of the contract or when requested to do so by DOL.

DOL reserves the right to review resumes of all staff proposed by the Contractor and make recommendations as to suitability of the proposed personnel.

Part 7

Task Area 1

C.6 Task Area 1 – Agency-Specific Applications

The contractor shall provide ongoing technical and engineering support to the Agency-specific implementation of the IVR system. This support includes a full system lifecycle support from requirements gathering and analysis, though development of technical solution through implementation of changes. Of specific importance is careful

IVR and application integration with agency business processes and applications including DFEC’s iFECS application and case claimant self-service.

The scope of work includes the IVR call flows as well as changes to the associated systems, including but not limited to hosting environment, IVR call flows, ACD, calls routing, databases, the telephony infrastructure, messaging and case management.

There are approximately 14 distinct call flows are implemented on the IVR/VoIP solution. The call flows are updated approximately every month. The system must be fully tested for all changes including:

Call Flow updates

Network configuration changes. This includes site connection changes which require before/after testing ensuring proper communication and Quality of Service (QoS).

GSS integration changes (server patching and upgrades, Office360 communication, etc.)

Office moves and site relocations

Carrier service and contract changes

The call flows additionally include multi-language capabilities, dial-by-name capabilities, and the ability for office managers to close/open offices remotely due to inclement weather, power outages, training schedules, etc.

Part 8

Task Area 2

C.7 Task Area 2 – System Operations and Maintenance

Task Area 2 includes activities required to maintain and enhance the current infrastructure and systems making up the IVR and VoIP solution.

C.7.1 Operations and Maintenance Support

The Contractor shall provide real time system monitoring and issue/problem resolution for all systems under its management, including technical and engineering (configuration, moves, changes, updates, etc.) support of:

174 equipment based offices (Mediant Gateways and HP Media servers) and 132 auxiliary offices (analog

Polycom phones)

4,000 users and over 5,000 IP devices including Polycom IP desktop phones, Polycom IP conference phones, and Audiocodes MP Gateways for fax machines, postage machines, and TTY devices.

Approximately 150 PRI circuits across the country incorporating over 10,000 individual DID (phone) numbers

Continuous network and PRI circuit monitoring and alerts working with AppNet monitoring devices, PathSolutions switch monitors, and Interactive Intelligence media server iMonitor of the VoIP and IVR systems, including but not limited to:

o Interactive Intelligence IVR servers o Interactive Intelligence fax service o Audiocodes’ Mediant Gateways o HP Media servers o IP Phones (desk and Polycom) o Underlying server infrastructure and Unified Communication elements (MS Windows XP, Windows 7, MS Office360 Cloud, MS Lync Messaging) o PRI gateways o Interactive Intelligence Fax servers

TTY devices, and Pitney Bowes postage machines

Continuous changes in agency call flows, workgroup structures (236 separate workgroups / office queues), specialty phone lines (54 lines), and application integration

The VoIP solution over DOL wide environments (i.e. MS Windows XP, Windows 7, MS Office360 Cloud, MS Lync Messaging, etc.)

Testing and implementation of all applicable vendor updates (OS and application)

In addition, the Contractor shall provide the following services:

Installation and replacement of IP phones, including the headsets

Support of office closures, stand-up and moves

Hardware installation and upgrades

Hands-on support as needed

C.7.2 Service Desk Support

The contractor shall provide the following services:

Management (add/move/delete) of user accounts, workgroups, and call queues

Password resets

Support and troubleshooting of PRI lines, fax lines, and office mailboxes

Troubleshooting system issues associated with the VoIP and IVR systems

Troubleshooting of Caller ID issues

Rerouting of incoming/outgoing calls based on line or service outages

Support of emergency office closures

Recording and implementation of inclement weather broadcasts

Maintenance of call routing business rules (office business hours maintained/changes)

Setting up conference calls

Transmitting and receiving faxes and voicemails

The Contractor shall use DOL’s standard implementation of ITSMv8 for handling tickets. This system will be furnished by DOL. The Contractor will be provided access to the system through a Web interface.

In 2014, the IVR/VoIP support Contractor handled 4.372 incident, problem and service request tickets.

C.7.2.1 Enterprise Service Desk Escalations Support

The Contractor shall establish a small help desk, which will accept escalations form the Enterprise Service Desk in real time. The Contractor shall ensure that the appropriate ITSM ticket queues are monitored in real time. To ensure that the Enterprise Service Desk (ESD) is capable of reaching the IVR support personnel, the Contractor shall establish means for the ESD to reach assigned personnel via a monitored phone number during the NWH.

The Contractor shall address all tickets and calls received after NWH during the first 30 minutes of the next business day.

C.7.2.2 Ticket Management

To properly manage tickets created by or assigned to the Contractor, the Contractor shall:

Update trouble tickets with resolution information

Maintain status of all open trouble tickets and escalate as required.

Coordinate resolution with other internal and external teams, as appropriate.

C.7.2.3 Problem Resolution and Analysis

The Incident and Problem resolution processes involves both immediate assistance to the users and analysis of the encountered issues. To increase efficiency of employed systems and to minimize disruption to on-going operations, DOL is moving toward a more proactive approach of Problem management. The goal of this approach is to identify potential problems before they start affecting users, effectively improving customer service, while at the same time lowering support costs.

To support this goal, the Contractor shall perform analysis that leads to identification of root causes of problems and means of resolving them. Once such analysis is complete, the results along with recommendations shall be submitted in writing to DOL. The recommendations shall not be limited to technical solutions, but shall also incorporate suggestions for improving internal processes, as appropriate.

C.7.2.4 Root Cause Analysis

The Contractor shall perform root cause analysis for all problem tickets, working with other Teams as required.

This analysis shall identify the underlying cause of the problem, its overall impact, and suggestions for eliminating this cause in the future. The Contractor shall deliver results of its analysis in writing to DOL.

The Contractor shall ensure that every problem ticket is updated with information about the root cause of the problem.

C.7.2.5 Knowledge Base

The Contractor shall be responsible for creating new and updating existing knowledge base entries. This effort shall be done in a manner that allows the ESD to improve its ability to resolve user issues and increase the ESD’s first call resolution rates.

C.7.3 Capacity Management

The Contractor shall continuously monitor capacity of the deployed systems. The Contractor shall proactively identify elements, which may require adjustments (up and down) and develop recommendations for changes. The

Contractor must incorporate the DOL procurement and change management processes into timing of its recommendations.

C.7.4 Configuration and Asset Management Support

The Contractor shall ensure that all equipment and systems under its management have accurate and up-to-date configuration information. To support this requirement, the Contractor shall develop and maintain configuration information about all Configuration Items (CI) under its management, including:

Physical assets

Software

Business logic

Documentation

In addition, the Contractor shall maintain site-specific information, including:

“As-built” diagrams and schematics

Rack space layouts

Equipment interconnectivity

C.7.5 Integration and Change Management Services

The IVR/VoIP systems are closely integrated with the other DOL IT operational elements. As such, a close coordination with the change management process is critical to any and all modifications done to the systems under the Contractor’s direct control, or systems, which impact the elements under the Contractor’s direct control.

The Contractor shall support the procedures and proceeding of the DOL’s IT Change and Configuration

Management (CMM) process by participating, as an SME, in the CMM proceedings and developing technical and process change requests.

C.7.6 Certification Services

All hardware and software deployed on the DOL’s network needs to pass a rigorous certification process. The

Contractor shall support this certification process by following the OCIO defined standard operating procedures for testing and certifying new or updated system elements.

C.7.7 Development Environment

The Contractor shall maintain the development environment (i.e. deploy any necessary patches) at the DOL. The

Contractor shall ensure that the system elements at the development lab are at the same release and configuration level as the production environment.

C.7.8 Training Support/Ongoing Projects

The contractor shall provide a continuous webex and classroom training sessions in general use and supervisory functions of the ivr/voip system ongoing projects.

The contractor shall assume responsibility and execute the following ongoing projects. The following projects are currently in progress and will continue during the transition period:

Business Objects Upgrade

Middle-Tier/WebSphere Upgrade

Rational Upgrade (including StarTeam migration)

Network and Access Engineering, Architecture, and Implementation (PM and SME support only)

C.7.9 Business Objects Upgrade

This project will migrate Agency customers to and continue to support the GSS enterprise wide development, test and production environments for BusinessObjects tool set (Web intelligence, Crystal and X Celsius) XIR4. This project implements a highly available and scalable environment for BusinessObjects with clustering at the application and also application server level. This project also migrates all reports and universes (users, content and configuration level security) to the new BO XIR4 platform and restructures the users, categories, and groups for improved manageability. The solution will update the baseline for all Programs currently running on the GSS-

BOCOE environment.

C.7.10 Middle-Tier/WebSphere Upgrade

This project will:

Implement GSS enterprise wide development, test and production environments for all three tier applications which are currently running on current on the GSS-SSI environment.

Address current issue of installation and implementation of WebSphere Virtual Enterprise (WVE). This project creates a new runtime environment for development, test and production (WebSphere suite of product 8.x that includes WebSphere application client and IBM HTTP server). In addition, the project will implement a highly availability and load balancing solution for IBM HTTP server and upgrade IFECS development clients to RAD v8. This solution is the baseline for all other Customer Agency WebSphere applications that are currently running on the OCIO Subnet D-GSS environment.

Migrate WAS 6.1 and 7.x program projects to WAS 8.x Dev, Test, and Production environments and will identify and develop system and application deployment patterns for IBM Workload Deployer.

Provide an integration platform for Rational/WebSphere application development with the Rational

Collaborative Application Lifecycle Management platform.

C.7.11 Rational Upgrade (including StarTeam migration)

This project will:

Upgrade the IBM Rational Lifecycle Package from version 7.0.5.1 and version 7.1 to the Rational

Jazz platform. This is an upgrade and migration to the new Rational software lifecycle support toolset, and is a technical requirement as the current IBM Rational Lifecycle Package version

7.0.5.1 platform is out of support, all versions of Rational Test Manager are out of support, and the current DB2 8.2 version supporting version 7.0.5.1 is out of support.

Migrate remaining IBM Rational Lifecycle Package projects from version 7.1 to the Rational Jazz platform – Rational Team Concert, Rational Quality Manager, and Rational Requirements

Composer. Migrate customized program workflows and ClearQuest schemas to Rational Jazz

Platform; map functionality and customize Jazz workflows to match program processes. Enable program administration of lifecycle projects and install RRDI (Rational Development Reports) tools for custom reporting.

C.7.12 Network and Access Engineering, Architecture, and Implementation

The required support is limited to providing project management and subject matter expert for efforts associated with design and implementation of a new generation of enterprise-wide remote access solution, as it relates to the

DOL VoIP solution.

Part 9

Incoming Transition

C.8…