Draft Performance Work Statement.pdf

STATEMENT OF WORK

Indian Health Services (IHS) Enterprise Computerized Maintenance Management System (CMMS) System Implementation for Office of Environmental Health and Engineering (OEHE)

A. BACKGROUND

The Indian Health Service (IHS), an agency within the Department of Health and Human Services, is responsible for providing federal health services to American Indians and Alaska Natives. The IHS is the principal federal health care provider and health advocate for Indian people and its goal is to raise their health status to the highest possible level. The IHS provides a comprehensive health service delivery system for American Indians and Alaska Natives. IHS services are administered through a system of 12 Area offices and 170 IHS and tribally managed service units.

The mission of the Office of Environmental Health and Engineering (OEHE) aims to provide and operate safe buildings and patient care equipment for the delivery of health care services to Native American Indians and Alaska Natives. A Computerized Maintenance Management System (CMMS) provides innovative ways to improve health care delivery and quality, record preventive and unscheduled maintenance activities, enhance asset tracking, increase staff mobility, and modernize administrative functions for both facility and biomedical device management to meet accreditation. An existing CMMS (Nuvolo) is currently deployed within the agency as an enterprise-level solution, providing a single, standardized solution for all IHS employees to utilize per national requirements.

OEHE invites prospective offerors to provide information on a proposed approach to continue technical support to the existing Nuvolo CMMS along with software enhancements and training, including related functions, tools, and services. All responses must conform to the requirements and instructions outlined in this document.

Offerors are required to have and provide FedRAMP certification of their solution and cloud service provider (CSP). The offerors must provide either a Provisional Authority to Operate (P- ATO) or Joint Authorization Board (JAB) authorization documentation.

All proposals must provide full documentation to include (but not be limited to): conceptual network diagrams, logic/dataflow diagrams, communications protocols, user/operator guides, all information necessary for the technical evaluation team to create an accurate security assessment, use/operation assessments of the system.

B. OBJECTIVES

This will consist of required SaaS licenses, data collection and/or data migration, and SaaS vendor support. The solution provided shall also be aligned with CMMS healthcare industry best practices and provide the flexibility necessary to enable improvements and address agency initiatives in facility and biomedical operational and service management processes.

The objective is to provide access and support services for the IHS Nuvolo computerized maintenance management system (CMMS) platform capable of providing service desk, incident, problem, change, knowledge, configuration management, and other CMMS processes delivered through an “off-premises” model (e.g., Software as a Service (SaaS), cloud-based offering, etc.). The solution will consist of required SaaS licenses, data collection and/or data migration, and SaaS vendor support. The solution provided shall also be aligned with CMMS healthcare industry best practices and provide the flexibility necessary to enable improvements and address agency initiatives in facility and biomedical operational and service management processes, and provide a model that supports a healthcare organization by:

Licensing on a ‘concurrent’ user basis. Other licensing schema (role-based, platform based, named-user, requestor, mobile, etc.) must be explicitly described and all tiers/types of licensing/pricing submitted for review/evaluation.

Improving facility and biomedical service delivery consistency, quality and responsiveness.

Improving visibility and collaboration across facility, biomedical, and IT support tiers.

Providing reports and analytics for facilities and biomedical teams to track and communicate the value and support efforts they provide.

Providing and supporting mobile application functionality via iPads, Microsoft, or

Android devices with offline capability and synchronization when connectivity is available.

Meeting statutory requirements of the Centers for Medicare & Medicaid Services (CMS) Conditions of Participation (42 USC), the Food, Drug and Cosmetic Act (21 USC), and others.

Incorporating accreditation standards of various entities such as The Joint Commission (TJC), DNV-GL Healthcare, Accreditation Association for Ambulatory Health Care (AAAHC), and others.

Incorporating various maintenance standards/codes such as NFPA 99, NFPA 101, AAMI/ANSI EQ56, IEC 60601, and others

The solution shall include Development, Test and Production systems, all of which are hosted as part of a FedRAMP Low or Moderate service offering with a current FedRAMP Provisional Authorization

(PA).

Respondent should clearly articulate in their response their ability to fulfill the aforementioned delivery requirements.

C. SCOPE

The IHS CMMS project will follow a phased implementation with incremental delivery of capabilities developed through software upgrades or platform enhancements. This will allow lessons learned to be incorporated as additional groups are on-boarded to using the new toolset and processes. Technical capabilities will be released in phases, while the roll-out to IHS organizations shall be completed in waves.

Ideally, full implementation at IHS would span:

Across ten out of the twelve Regional Areas Offices (Albuquerque, Bemidji, Billings, California, Great Plains, Nashville, Navajo, Oklahoma, Phoenix and Portland), Alaska and Tucson may opt to adapt the same solution at a future implementation.

Implementations/“rollouts” and trainings at the facilities or through online platforms within the respective Areas are at the discretion of each Area office. The training module is based on a “train the trainer” model, and implementations can be done remotely with the assistance from Area Office staff.

Future implementations are optional and will be funded, executed at the discretion of IHS, and planned with the vendor.

Approximately 800 total users exist for Local Facility and Biomed staff at the Hospitals, Health Care Centers, Clinics, and Area Offices.

C1.1.1 Task 1 – Software as a Service (SaaS) Licensing and Support – Base Year The Contractor shall provide their license schema to accommodate 800 solution licenses which are valid for 12 months from the date the licenses are provided to IHS based on usage. These licenses can be formatted as user, role-based, or concurrent in order to benefit IHS and the government. The Contractor shall propose a delivery schedule in support of required licenses to support the Contractor’s delivery of the required IHS CMMS capabilities and waves during the base period of performance. The Contractor is authorized to propose additional licenses to account for organizational growth, of which shall not exceed 10% of the total required license count provided within the SOW.

Licensing shall include support from the SaaS vendor to include access to vendor support via a self-service portal. Vendor support personnel will be available to assist in resolving software errors, answering questions regarding installation procedures, compatibility with other software, and general questions of the licensed services and products during and after installation. The self-service portal shall also facilitate status reporting (acceptance and socialization) of software problems, and provide downloads of software patches, fixes, and documentation.

The Contractor will provide quarterly reports on support requests (to include, user name, email address, Regional Area, location and description of the request). The Contractor will not authorize any software modifications or permissions changes. These requests are required to be forwarded to the Regional Area Point of Contacts (POC) and to include the HQ CMMS Coordinator.

The CMMS solution shall include Development, Test and Production systems, all of which are hosted as part of a FedRAMP service offering with a current FedRAMP Provisional Authorization.

The Contractor shall clearly describe and distinguish the level of effort required to accredit the solution.

Operational Requirements This section contains free form questions and/or requirements for completion by the Contractor to ensure understanding of the operation of the proposed solution. The Contractor shall include an evaluation of all requirements as part of their proposal.

Operational

Requirement

O1

The contractor shall define their ability to provide CMMS services and support in the Nuvolo platform, including any documentation about service partnerships.

O2

The contractor shall describe the established framework for customizing the platform.

Please describe how you distinguish between customization and configuration of the platform.

O3 The contractor shall describe how upgrades and new releases are managed and deployed to minimize impact and disruption to customers.

O4

The contractor shall establish the level of effort in hours required by internal IHS support staff as well as skills required to maintain and operate the solution post implementation. This should include analysts, administrators, and owners. In response to this requirement, the contractor shall clearly distinguish these resources apart from the resources required to implement the solution.

O5 The contractor shall specify the solution support organization locations, hours/days of operation and the level of support provided.

O6 The contractor shall define service level agreements, response time, and commitments are available for each support level.

O7

Service Level Agreements (SLA) will provide performance, backup information, support requests (results, frequency, etc), and any useful information to provide better processes for IHS.

O8 The contactor shall enable the ability of the solution to support single sign on.

O9

The contractor shall define the licensing and ongoing support/maintenance costs, as well as estimates for implementation (including installation, demonstrations/ training, configuration of systems, deployment, ongoing support for future implementations, etc.).

O10 The contractor shall provide process, procedures and supporting documents which will be provided to IHS to operate and maintain the system.

Functional Requirements The Contractor shall propose their approach in fulfilling and supporting the potential functional requirements listed below. The Contractor shall include an evaluation of all requirements as part of their proposal. The Contractor’s evaluation responses shall be limited to one of the below statements for each requirement (comments may be provided):

5 - Requirement is met by out of the box, no configuration or customization needed ("just add data").

4 - Requirement is met with additional configuration of existing structures, using built-in administrator's tools.

3 - Requirement is met with additional customization, e.g. adding tables, building customized reports, building custom workflow.

2 - Requirement is met by the use of a separate module or third-party product. Not included in core product.

1 - Requirement is met by software that is currently under development, has not been installed at a single client site, or in Beta test 0 - Requirement is not met.

Service Desk Management Requirements

F1 Support for after-call closure capabilities such as performing automatic follow-up on specific date/time via visual or sound notification

F2 Support for automated escalation capabilities such as automatically calculating the total cost to the customer associated with an incident or service request (from total time spent, hourly rates, cost of parts, etc.)

F3 Support for cutting and pasting text, embedding html, bitmaps, screenshots, attachments etc. List any other types of functionalities such as drag and drop.

F4 Ability to translate time zones to local times for active ticket timestamps and reporting analytics

F5 Automated matching rules for Incidents, Problems, Known Errors, and Workarounds, based on categorization or Configuration Item rules

F6 Ability to report on the number of contacts (calls, emails, web requests) received.

F7 Ability to report the percentage of repeat contacts for the same Incident (e.g., status, inquiry)

F8 Ability to report the number of Incidents escalated hierarchically and functionally.

F9 Ability to provide a suggestion box capability for customers and users to submit feedback.

Knowledge Management Requirements

F10 Full feature knowledgebase search capability, such as full text, keyword and catalog content

F11 Automatic use of description to search knowledgebase

F12 Ability to support integration or link with prebuilt knowledgebase or external Web-crawling capability that allows our KM to find content on other sites

F13 Ability to search categorized/indexed documents or Frequently Asked Questions (FAQs) based on a symptom driven menu

F14

Ability to search previously resolved tickets and integration with Incident and Problem Management (e.g. ability to propose solution based on key words within incident or problem record)

F15 System to highlight which Frequently Asked Questions (FAQs) are needed based on top searched or clicked articles

F16 Ability to publish globally as well as to a specified audience based on their role.

Articles viewable by assigned Support Groups

F17 Support for unique identifiers for individual knowledge articles/documents and ability to differentiate between different versions

F18 Inclusion of created, last edited, author/owner, and additional agency-required and desired document properties as knowledge article attributes

F19 Ability to provide usage metrics to report on who is using the knowledge articles and the platform being used to access them

F20 Ability to receive user driven feedback to determine usefulness of a knowledge article

F21 Ability to provide knowledge management capabilities by floating the most relevant results to the top in order of closest match to search. Explain administrative abilities to manage the relevancy rules/weightings.

F22 Ability to provide knowledge management support capabilities by allowing the service desk agent/user to launch another parallel search

F23 Ability to provide knowledge management support capabilities by matching against known errors.

F24 Ability to provide knowledge management support capabilities by providing a list of open problems

F25 Ability to manage full lifecycle of knowledge articles through administration capabilities (e.g., submission, review, approval, publishing, usage monitoring, etc.).

Please explain capabilities.

F26 Ability to nominate the contents of an Incident for inclusion into the Knowledge Base and report on the number of Incidents nominated

F27 Ability to launch fast knowledge searches using the categorization (or partial categorization) selections as key value search parameters.

F28 Ability to combine multiple sources of knowledge objects. List the number of sources and how they can be integrated into the knowledge base.

F29 Ability to create a knowledge article via a fill-in-the-blank form or allow for knowledge approvers to quickly publish a knowledge article.

F30 Ability to automatically populate a knowledge article into an Incident.

F31 Ability to support technical-facing knowledge articles, i.e., a technical role can access either technical-facing or customer-facing articles.

F32 Ability to support searching within search results list F33 Ability to track frequency of access/use of knowledge articles

F34 Ability to search and retrieve articles by various search terms, including but not limited to subject, owner or date.

F35 Ability to record, delete or archive out of date, duplicate, inaccurate or unwanted information and articles

F36 Ability to show the comparative relevance or importance of the information during a search

F37 Ability to search content that is stored in multiple formats

Request Fulfillment Requirements

F38 Ability to facilitate the creation, modification, fulfillment and closure of Service Request records based on a business process workflow supported by approval and implementation tasks

F39 Provide the requestor with an entitlement-based view of the services they are authorized to request

F40 Ability to automatically relate the records such as a task created from a single Service Request

F41 Ability to save the contents of a partially created Service Request at any time. Does the tool have a pre-defined lifecycle and the ability to copy or clone existing requests?

Provide Detailed explanation.

F42 Ability to support notifying end-user of the fulfillment and verifying their satisfaction with the Service Request fulfillment

F43 Ability to graphically configure workflow to enable parallel and sequential tasks within a request activity

Incident Management Requirements

F44 Ability to identify an issue as a service request versus an incident in the same screen.

F45 Ability to support Impact, Urgency and Priority assignment guidance from categorization, number of children tickets, etc.

F46 Ability for Email intake to create tickets automatically based on parsing information and routing to Service Desk(s), including the ability for all email communication to be added to the journal entry/ticket notes to build history and knowledge.

F47

Ability to integrate with automatic monitoring tools to allow for system alerts to automatically create, open, assign, and update existing Incidents. List the monitoring tools that are certified for integration in the comments section. Provide detailed explanation.

F48 Ability to issue communications / alerts / notifications based on Priority and Support Team group rules that include business hour / after hour rules

F49 Ability to configure various Email, phone, text and other notifications based on any field change (e.g., status changing from Incident open, to accepted, to resolved, etc.).

F50 Ability to automatically set the Urgency, Impact, Assignment Group(s), Notification and Escalation based on the categorization chosen.

Workflow & Reporting Requirements

F51 Ability to create templates with pre-populated field and content for records used by facility and biomedical support teams (e.g., Change Models, Incident and Request templates, etc.)

F52 Ability for each facility and biomedical teams to manage and administer their own assignment group queues, routing and dispatch rules.

F53 Ability to refer to other tickets such as vendor case numbers or another ticketing system reference number within an Incident, Problem, Change, or Service Request

F54 Ability to set role and group-based permissions for reports and queries. Please explain typical segmentation of constituencies for reports in a multi-sourced environment. e.g. who can view the reports

F55 Ability to produce scheduled reports automatically based on a defined schedule and email to pre-determined recipients.

F56 Ability for each facility, biomedical, Area POC and HQ group to create Dashboards that are configurable for status, common issues, and assignee.

System Discretion Requirements

F57 Provide the ability to restrict access to portions of the infrastructure based on roles, locations or other user defined grouping.

F58

Provide the ability for Administrators identified in the platform to access/ perform the following:

1. Application Access/Account Creation

2. System Access Request with permissions

3. Create, Approve and Assign Work Orders/Maintenance Tasks

4. Assign Priority Levels

5. View and Create Reports

6. Report Modifications

7. View Financial Information

8. Lockout/Delete accounts for after 30 days if system is not accessed

9. Modify Warranty information

10. Procurement/Contract documentation

11. Change templates for Work Orders, Task Criteria

12. Import/Export Data

13. Data Validation

F59

Provide the ability for Regional Area POCs identified in the platform to access/perform the following within their Areas:

1. System Access Request with permissions for their Areas

2. Create, Approve and Assign Work Orders/Maintenance Tasks

3. Assign Priority Levels

4. View and Create Reports

5. Report Modifications

6. View Financial Information

7. Lockout/Delete accounts for after 30 days if system is not accessed

8. Modify Warranty information

9. Procurement/Contract documentation

10. Change templates for Work Orders, Task Criteria

11. Import/Export Data

12. Data Validation

13. Add Attachments

F60

Provide the ability for Managers identified in the platform to access/perform the following within their Facilities:

1. System Access Request with permissions for their Facilities

2. Create, Approve and Assign Work Orders/Maintenance Tasks

3. Assign Priority Levels

4. View and Create Reports

5. Report Modifications

6. View Financial Information

7. Lockout/Delete accounts for after 30 days if system is not accessed

8. Modify Warranty information

9. Procurement/Contract documentation

10. Change templates for Work Orders, Task Criteria

11. Import/Export Data

12. Data Validation

13. Add Attachments

F61

Provide the ability for Technicians identified in the platform to access/perform the following within their Facilities:

1. Create, Approve and Assign Work Orders/Maintenance Tasks

2. Assign Priority Levels

3. View and Create Reports

4. Report Modifications

5. View Financial Information

6. Modify Warranty information

7. Procurement/Contract documentation

8. Change templates for Work Orders, Task Criteria

9. Import/Export Data

10. Data Validation

11. Add Attachments

F62

Provide the ability for all other users not identified as an Administrator, POC, Managers, or Technicians in the platform to access/perform the following within their Facilities: (This includes other contractors/vendors that IHS has support contracts with)

1. Submit work requests through the Service Portal

2. View reports

3. Add Work Orders/Tasks information through email or the Service Portal

4. Add Attachments

F63 Ability to designate a System Administrator Group consisting of 2-5 individuals that will be provided by IHS upon contract award.

F64

Ability to designate Regional Area POCs consisting of up to 30 users from designated Regional Area offices. IHS will provide a list of individuals upon contract award, with the option to update the list as appropriate.

Usability & Accessibility

Requirements

F65

Ability to provide and support mobile and tablet platforms. Describe ability to support highly flexible routing of Incidents, Self-Service, Changes and Service Requests based on staff located across multiple sites, in operations control areas, and variable factors such as time of day, tiered service values, etc.

F66 Ability of the solution to be accessible to persons with disabilities by conformance to Section 508 and WCAG

F67 Ability for web pages to be completely accessible using keyboard navigation only, without the use of a mouse

F68 Ability for text to be accessed using assistive technologies that provide audio output, highlighting, etc.

F69

Ability to provide a web-based surveying tool. Please explain administrative capabilities for setting sampling rules, survey design, and delivery of survey invitations (e.g., through html links in email, etc.)

F70

Ability to provide an audit trail of all record changes viewable online through the solution (essentially the 5 W's: What, When, Where, Who, Why)

F71

Ability for the tool to capture simple customer satisfaction (single click rating, icon, etc.) and ability for Area POCs, facility manager, biomed, and HQ to see their results for review and performance.

Change & Configuration Management

F72

Provide the capability to produce and distribute a projected service outage view or schedule that would be understandable from end-user / customer perspective.

F73

Ability to support different approval capabilities for sequential and parallel approval, peer review, and other approval types. Please explain different approval types.

F74 Ability to complete change approvals through email and tablet/wireless/mobile devices.

F75 Ability to set up program dashboards for program managers without consuming a license.

F76 Ability to setup Executive dashboards for leadership without consuming a license for governing body and HQ.

F77

A 'sandbox' or other test/training environment to be used to preview system/software updates, upgrades, patches, etc. prior to implementation on the 'live' or 'production' system. As well as providing an environment to train new users.

F78 Ability to do bulk or batch imports and updates within the system.

Describe how functionality/process are structured.

Facilities Functionality

F79

Ability to have space and move management of AutoCad/Rivet drawings. Import from AutoCad, xml, html, pdf, xlsx, doc, docx, Rivet, and all Office versions after 2010.

F80 Ability to have bidirectional replication with AutoCad

F81 Provides sustainability for utilities, energy consumption, manage water usage, track waste. Real time reporting availability.

F82

Provide Capital Project Management for budget planning, permit tracking of items to include, PCRA (Preconstruction Risk Assessment), ICRA (Infection Control Risk Assessment), above ceiling, confined space, etc, cost reporting, Gantt charts, resource management, and return on investment (ROI).

F83 Ability to report on Environment of Care specifications and standards that IHS will provide.

F84 Ability to develop standard reports for Joint Commission, AAAHC, CMS, and any other accreditation bodies that IHS will describe.

F85 Ability to communicate with Open API with facility legacy systems (eg HVAC, building automation systems)

F86 Ability for compatibility with RFID/RTLS with multiple 3rd party vendors Provide a list of compatible vendors with working configurations.

F87 Ability to have Key Management functionality

Biomedical Functionality

F88 Ability to develop standard reports for Joint Commission, AAAHC, CMS, and any other accreditation bodies that IHS will describe.

F89

Ability to communicate with Open API with biomedical devices and biomedical automated test devices (eg Medtester, Datrend, Fluke) Provide a list of functioning vendors and work flows describing the process.

F90 Ability for compatibility with RFID/RTLS with multiple 3rd party vendors.

Provide a list of compatible vendors with working configurations.

F91 Ability to incorporate medical device cybersecurity to extend into IT ServiceNow platform and threat vulnerabilities on medical devices

F92 Ability to communicate with ECRI and RASMAS

F93

Support multiple risk criteria/categories in determining an aggregated risk determination. For example being able to set the NFPA 99 category, determine the (modified) Fennigkoh-Smith number, determine/set the IT risk level, equipment category per CMS (LS, Critical, Non-critical), and other criteria, then aggregate all of those into a final risk level.

F94 Ability to support FDA UDI and mapping F95 Ability to support Alternative Equipment Maintenance functionality

C1.1.2 Task 2 – Project Delivery Approach

Project Management The Contractor shall provide a Project Manager (PM) and Solutions Architect (SA) in support of providing both administrative and technical oversight for the duration of the project.

In addition, the Contractor shall provide a Subject Matter Expert (SME), who will assist with Risk Management Framework (RMF) documentation, and Assessment and Authorization activities.

The contractor’s PM shall have resources and authority to ensure efficient and timely program execution and shall be the focal point within the contractor's activity for all required program tasks. The PM shall be the primary contact through which communications, work assignments, and technical directions flow between the Government and the Contractor. The Contractor shall assign a designated representative to act in the absence of the PM. The PM, or designated representative shall provide technical and functional support required for the project management of this SOW including:

Quality Assurance Progress/status reporting Schedule development, integration, and status reporting Risk identification/handling/mitigation strategy Project Reviews

The contractor’s SA will provide technical guidance to IHS during the course of the project in the following four (4) key areas:

Technical Best Practices Architecture Oversight Technical Roadmap Technical Quality Assurance

Implementation Approach In support of implementation of additions or enhancements to the Nuvolo system the Contractor shall propose deliverables of which align to the IHS CMMS implementation scope.

Implementation Requirements The contractor shall also provide a summary of the implementation strategy and professional services approach that is recommended or most applicable for IHS. This section contains free form questions for completion by the Contractor to ensure understanding of the implementation of the Nuvolo system. The Contractor shall include an evaluation of all requirements as part of their proposal. Respondents should base their proposal on the information provided in background material and any other typical implementation experiences/parameters from organizations with similar characteristics as IHS.

Implementation

I1

Describe your recommended implementation approach for software platform upgrades, new functionalities, developments and enhancements, and any other types of changes to the IHS CMMS instances following the schedule/guidelines below:

1) Vendor workshops with IHS Steering committee to design and clarify any modifications and work flow processes prior to implementation. (This will include sessions with Biomed and Facilities SMEs until processes are tested and decided.)

2) Implementations conducted in the Development instance, then the Test instance, then the Production instance with time in between each implementation for testing and troubleshooting.

3) Separate facility and biomedical module implementation and trainings/demonstrations if new and enhanced functionalities are meaningfully different between modules

I2

The contractor shall provide a high-level Gantt chart representation of recommended implementation plan showing expected timeline for the different activities required for implementation (e.g., software setup and rules configuration, testing, training/demonstrations, etc.)

I3

The contractor shall provide their CMMS Processes targeted for deployment (i.e., Incident, Knowledge and Change Mgmt.) for simplicity and consistency and best practices. Please provide sample configuration decision workbooks / templates for these processes.

I4

The contractor shall provide a Project Plan to include the estimated effort, timing, knowledge, and resource role and responsibility requirements (in Level of Effort) from IHS administration/support for software platform upgrades, new functionalities, developments and enhancements, and any other types of changes to the IHS CMMS instances.

I5

Describe assets that will be available to IHS to accelerate the implementation.

This may include, but not be limited to: process diagrams, test scripts, other customer implementation success stories/lessons learned (as applicable), and reports. Provide samples of such assets.

I6

What quality assurance steps or gates do you include in your implementation methodology to check the status or health of the project?

I7

The contractor shall provide Administrator and Regional Area POC workshops for best practices and work flows. IHS will provide current work flows and processes.

I8

Describe your security approach to linking legacy systems and third-party integrations to off-premise (e.g., SaaS, managed hosting) implementation environments.

C1.1.3 Task 3 – Training

Functional User Training (Train the Trainer Model) o The Contractor shall develop training materials (such as presentation slides and handouts, video recordings, example scenarios/exercises, etc.) to utilize in classroom/in-person, webinar/virtual, and on-demand training sessions for IHS personnel. These training materials may be developed with the assistance of IHS CMMS SMEs, and materials shall be reviewed by IHS personnel for content and proposed adult-education delivery and training methods before training sessions and recordings are conducted.

o The Contractor shall include the necessary training credits or conference passes for IHS personnel to attend a training event which provides training opportunities for the entire CMMS Platform and which IHS personnel may attend sessions provided by industry and government agencies which have implemented the CMMS Platform from which IHS personnel may learn of lessons learned.

o The Contractor shall provide training hours for online, onsite, and conference attendance.

o Supplementary trainings for Area staff will be at the discretion of the Area POC. They will consist of onsite and online trainings.

C1.1.4 Task 4 – Licensing Renewal

Licensing Renewal Year 1 The contractor shall provide license renewals required for the first year of operation

The contractor shall provide renewal of solution licenses of which are valid for 12 months from the date the licenses are provided to IHS. The contractor is authorized to propose additional licenses to account for organizational growth, of which shall not exceed 10% of the total required license count provided within the SOW.

Active licenses shall be renewed at a prorated amount in an effort to align all license renewals on a common reoccurring basis.

Licensing shall include support from the SaaS vendor to include access to vendor support via a self- service portal.

Vendor support personnel will be available to assist in resolving software errors, answering questions regarding installation procedures, compatibility with other software, and general questions of the licensed services and products during and after installation. The self-service portal shall also facilitate status reporting (acceptance and socialization) of software problems, and provide downloads of software patches, fixes, and documentation.

Licensing Renewal Year 2 The contractor shall provide license renewals required for the second year of operation

The contractor shall provide renewal of solution licenses of which are valid for 12 months from the date the licenses are provided to IHS. The contractor is authorized to propose additional licenses to account for organizational

Active licenses shall be renewed at a prorated amount in an effort to align all license renewals on a common

Licensing shall include support from the SaaS vendor to include access to vendor support via a self- service portal.

Vendor support personnel will be available to assist in resolving software errors, answering questions regarding installation procedures, compatibility with other software, and general questions of the licensed services and products during and after installation. The self-service portal shall also facilitate status reporting (acceptance and socialization) of software problems, and provide downloads of software patches, fixes, and documentation.

Licensing Renewal Year 3 The contractor shall provide license renewals required for the third year of operation

The contractor shall provide renewal of solution licenses of which are valid for 12 months from the date the licenses are provided to IHS. The contractor is authorized to propose additional licenses to account for organizational

Active licenses shall be renewed at a prorated amount in an effort to align all license renewals on a common

Licensing shall include support from the SaaS vendor to include access to vendor support via a self- service portal.

Vendor support personnel will be available to assist in resolving software errors, answering questions regarding installation procedures, compatibility with other software, and general questions of the licensed services and products during and after installation. The self-service portal shall also facilitate status reporting (acceptance and socialization) of software problems, and provide downloads of software patches, fixes, and documentation.

Licensing Renewal Year 4 The contractor shall provide license renewals required for the third year of operation

The contractor shall provide renewal of solution licenses of which are valid for 12 months from the date the licenses are provided to IHS. The contractor is authorized to propose additional licenses to account for organizational

Active licenses shall be renewed at a prorated amount in an effort to align all license renewals on a common

Licensing shall include support from the SaaS vendor to include access to vendor support via a self- service portal.

Vendor support personnel will be available to assist in resolving software errors, answering questions regarding installation procedures, compatibility with other software, and general questions of the licensed services and products during and after installation. The self-service portal shall also facilitate status reporting (acceptance and socialization) of software problems, and provide downloads of software patches, fixes, and documentation.

C1.1.5 Task 5 – Project Assumptions

IHS acknowledges that the success of the Project and the provision of services and deliverables are fully dependent upon IHS’s timely participation and cooperation. The following assumptions are related to the project scope and IHS’s current business processes as of the effective date of this SOW. Deviations from these assumptions are expected to lead to commensurate changes in the timeline and fees, such changes shall be addressed in a Task Order modification or additional Task Order.

The following are general assumptions concerning this SOW:

IHS is responsible for providing the complete and correct definition and documentation of the business processes within scope for this Project and implementing all business process changes required to support the Project.

During the Project, the Contractor may apply updates containing fixes to relevant bugs. Additional updates and version upgrades are the responsibility of the Contractor after the Project is complete.

Updates and version upgrades are to have a 48 hour notification to IHS Administrators.

Contractor will notify IHS Administrators of when the maintenance will occur 1 hour before implementation and notification when completed.

IHS will provide appropriate work areas, including Internet access, for Contractor personnel when they are onsite. If Internet is not available for Contractor personnel, they will be notified prior to travel, so the Contract may coordinate possible alternative Internet access for Contractor personnel.

IHS will work with Contractor employees to ensure they are granted appropriate access to all solution instances (such as platform administrator) through IHS OIT-mandated access and security policies. The Contractor will be required to ensure all employees who will access the solution instances complete necessary paperwork and security trainings to be granted IHS domain credentials in order to remotely connect to the instances. The Contractor will also ensure their employees will properly maintain their instance access through regular system log-ins/use so that access does not lapse.

Contractor will be required to work with cleared IHS administrators to access instances.

IHS will provide the required resources and ensure active participation. This will include, without limitation, an executive decision-maker, product / process owner(s), project leadership and management, subject matter experts and technical resources.

Multi language configuration is out of scope.

There is only one (1) production instance in scope to be shared by all IHS groups; and one (1) testing and training instance in scope to be shared with IHS groups.

Performance Analytics will be configured for usage and data collection for Change Management, Incident

Management, Major Incident, and Knowledge Management, as determined during the Examine Stage workshops in this SOW in the production environment. The dashboard configurations will be performed at least 30-60 days after the initial go-live of technical capabilities in order to ensure accurate and robust data availability.

The Service Catalog items will not be altered, configured, adjusted or rewritten by the Contractor to accommodate Mobile configuration items. The alternation of client scripts to support Mobile views is out of scope; they will not be rewritten or altered during this deployment.

IHS will supply communication and workshops with current vendor to collect all core data (locations, department, user data, chart of accounts, CI) to be imported in a supported format (CSV, CSV (tab), Excel, XML, SQL, etc) for any mass imports of new and existing data. Contractor will assist with normalization of data, but not be responsible for data modification, cleansing or alteration before, during or after importing data.

Contractor will customize any security concepts of the Contractor application while integrating with an

API.

Contractor will not build any custom import processes.

D. PROJECT RESOURCING

IHS acknowledges that: (a) Contractor’s obligations relating to Project are conditioned and dependent upon IHS’s timely fulfillment of its responsibilities as set forth in this SOW; and (b) IHS’s failure to timely fulfill its responsibilities may result in additional fees and that any resulting delay in the Project or timelines shall not be attributable to Contractor. Any changes shall be addressed through a Task Order modification or additional Task Order.

There is only one designated Key Personnel for this requirement, Project Manager. The contractor may otherwise replace or re-assign its personnel during the Project upon notification to IHS. The contractor does not have to guarantee that certain designated Contractor personnel will be assigned to IHS’s account. Contractor may at any time subcontract any or all of its obligations hereunder to any third party or agent. Contractor is solely responsible for the acts or omissions of subcontractors. In addition, Contractor is solely responsible for the payment of any compensation due or allegedly due to subcontractors, and subcontractors may not seek payment (either directly or indirectly) from IHS.

1.4.1 IHS Support Resources

The following table is a list of IHS Roles with a description of their responsibilities of which will be assigned to the project. The Contractor should expect one (1) IHS Resource may fulfill more than one role. If the contractor requires a dedicated resource for any role it shall be identified.

IHS Role

Responsibilities

Project Manager The Project Manager is responsible for tracking and communicating project status, serving as an escalation point to resolve obstacles, and working to deliver project work on schedule and budget. The Project Manager works closely with the Contractor Project Manager and in coordination with all other involved resources to plan, manage, and deliver Contractor releases.

System Administrator(s)

The System Administrator is responsible for maintaining the stability and usability of the Contractor platform by performing application maintenance, managing support for incidents related to Contractor applications, and contributing to Contractor software releases by delivering configuration tasks and features. The Contractor System Administrator has sound technical ability that enables the fulfillment of common configuration and maintenance tasks.

Technical Resource(s)

The Technical Resources are responsible for assisting with the development of the Contractor application and integrations.

Process Owner(s) The Process Owners are responsible for the correct and complete definition of each of the processes implemented within the Contractor platform.

Product Owner(s) The Product Owners are responsible for ensuring that the Product Backlog is defined with Stories, visible, transparent, and clear to all, and shows what the Project Team will work on next. The Product Owner will also demonstrate the configured functionality to the IHS’s stakeholders at the end of each Sprint.

Subject Matter Experts (“SME”)

The SME is responsible to confirm the design to help meet IHS’s requirements, and to work with Contractor to identify opportunities for the processes to be moved into Contractor. The role may comprise of both functional and technical experts. The SME will also possess in-depth functional and technical understanding of any necessary processes and function.

Testing Coordinator Coordinates IHS Testing activities, including Test Plan, Test Cases and Test Execution

Quality Assurance Engineer

The Quality Assurance Engineer is responsible for validating the application functionality configured or customized by Platform Administrators and Contractor technical specialists. This individual possesses knowledge of the Contractor platform and applications, how they are used internally, and is able to interpret and validate technical specifications. The Quality Assurance Engineer is an uncompromising quality engineer that brings a detail-oriented nature and the ability to think from the users’ perspective.

Communication Lead The Communication Lead is responsible for all decisions and execution of internal communications to stakeholders (users, clients) related to the go-live of Contractor project. The Communication Lead delivers internal information according to a communications plan to prepare the organization for the Contractor platform and functionality.

1.4.2 Contractor Support Resources

Contractor Resources Required in support of the SOW. The Contractor shall assign the following roles in support of implementation of the IHS CMMS.

Contractor Roles

Responsibilities

Project Manager Responsible for the successful delivery of Contractor Professional Services Projects, resource and financial management during the course of the Project. Provide Project expertise, ensure adherence to the SOW, identify and allocate appropriate resources from Contractor, document and communicate status, at a minimum, weekly, and act as the single point of contact during the Project. The Project Manager performs the function of the Scrum Master to facilitate configuration of the Contractor platform through iterative Sprints of work and coaches the IHS Project Manager to assume this role throughout the Project.

Business Analyst Facilitate the definition and alignment of current processes toward improvement and recommended Contractor best practices together with IHS process owners, key IHS sponsors and stakeholders. Advise the Product Owner(s) throughout the Project in Story creation and refinement, ranking, adherence to the desired process outcomes, and future roadmap plans.

Solution Architect Define and communicate, at an architectural and design level of detail, technical solutions aligned with client’s business problems and systems architecture. Design and communicate a Technical Architecture Blueprint based on Capability and Process Implementation Roadmaps aligning to desired Business outcomes. Provide direction on keeping IHS Projects aligned to Contractor Implementation Best Practices and give hands-on assistance with the detailed design and implementation phases of Projects through recommendations, points of view and documentation.

Technical Consultant Provide technical guidance during workshops and assists in the creation and refinement of Stories. Configures the Contractor platform during sprints while sharing knowledge and best practices with Platform Administrators.

1.4.3 Resource Availability

IHS does not expect resources to support efforts outside of a normal business day. A normal business day is any eight (8) hour period between the hours of 8 a.m. and 6 p.m., Monday through Friday IHS facility local time, excluding Public 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 Juneteenth Christmas Day Independence Day

In addition to the days designated as holidays, the Government observes the following days:

Any other day designated by Federal Statute Any other day designated by Executive Order Any other day designated by a President's Proclamation

E. TRAVEL

If travel or Other Direct Costs (ODC) funding is identified as part of the proposal and a separate Contract Line Item Number (CLIN) established to invoice these costs, the following shall apply:

• Travel/ODC Travel shall be provided in accordance with the Joint Federal Travel Regulations.

• Travel and incidental Other Direct Costs (ODCs) shall be on a reimbursement of cost basis.

• Travel plans and anticipated ODC expenditures (to include estimated costs) shall be pre-approved by the COR by email prior to incurring the cost. Failure to obtain pre-approval may result in rejection of the expenditure.

• The contractor shall maintain a file of all travel authorizations as provided by the COR and include copies of invoice documents submitted for travel reimbursement.

• Travel or other direct costs in excess of the CLIN funded value shall not be reimbursed. Costs for local travel (i.e., travel within fifty (50) mile radius from the contractor’s office shall be included in program management and shall not be reimbursed.

• Travel anticipated for Task Orders shall not exceed 10% of total professional service costs.

• Travel may be anticipated but not limited to: Albuquerque, NM; St. Michael, AZ; Phoenix, AZ;

Sacramento, CA; Bemidji, MN; Billings, MT; Nashville, TN; Aberdeen, SD; Oklahoma City, OK;

Portland, OR in support of Requirements Elicitation, Project Management, User Acceptance Testing, Training and Go- Live Support.

F. SECURITY REQUIREMENTS

The contractor will have access to unclassified data. The Contractor shall coordinate with IHS to ensure any necessary Non-Disclosure Agreements (NDAs) in place. All Contractor personnel supporting IHS shall be US citizens.

Contract personnel visiting any Government facility in conjunction with this contract shall be subject to the standards of conduct applicable to Government employees.