Attachment C.1 CWP_SOW_02Mar2017_V6FINAL.pdf

U.S. DOT Federal Aviation Administration i

STATEMENT OF WORK

Federal Aviation Administration

Air Traffic Organization

Corporate Work Plan

Program Management, IT, and Oracle Services

January 11, 2017

Table of Contents

1 Introduction

1.1 Background

1.2 Objectives

1.3 CWP System Overview

1.4 Scope of Work

1.5 Inherently Governmental Functions

2 References

3 Functional Requirements

3.1 Business Program and Project Management Support

3.1.1 Program/Project Management Support

3.1.2 Contract Management

3.1.3 Project Management Planning

3.1.4 Monthly Activity and Status Reporting

3.1.5 Maintenance of CWP System Documentation

3.2 Oracle, COTS, and Custom Tools Lifecycle Support

3.3 Infrastructure Services

3.3.1 Hardware Support

3.3.2 Software Support

3.3.3 Networking

3.3.4 Disaster Recovery

3.3.5 Documentation

3.3.6 Service Level Agreements

3.3.7 Security

3.3.8 Life Cycle Management

3.4 IT Operations Services

3.4.1 Backup and Recovery

3.4.2 Managing Processing Requests

3.5 Application Maintenance & Support Services

3.5.1 Application Support

3.5.2 Development and Testing Environments

3.5.3 Migration Configuration and Change

3.6 Help Desk & Help Desk Management Support Services

3.6.1 Infrastructure Support

3.6.2 Application Support:

3.6.3 Help Desk Management

3.7 Change and Configuration Management Support Services

3.8 CWP Software Application Development, System Enhancements, and Implementation Services

3.8.1 System Development Life Cycle (SDLC) Support

3.8.2 IA Security and Compliance Services

3.8.3 Requirements Analysis Services

3.8.4 Design Services

3.8.5 Programming and Development

3.8.6 Integration and Testing

3.8.7 Code Migration

3.8.8 Data Development Services

3.9 Transition Phases of Performance

3.9.1 Phase-In Transition Plan

3.9.2 Phase-Out Transition Plan

3.9.3 Phase-Out Execution

3.9.4 Phase-Out Inventory

4 End Results/Deliverables

5 Period of Performance

6 Place of Performance

7 Other Direct Costs (ODCs)

Appendix A - List of Acronyms

1 Introduction

The Corporate Work Plan (CWP) system (“CWP” or “the CWP system”) is the Federal Aviation

Administration (FAA) system for tracking and managing the full lifecycle of Air Traffic

Organization (ATO) programs associated with the establishment, modernization and sustainment of National Airspace System (NAS) systems and infrastructure. CWP tools are a mixed client-server and web-based system serving as the primary management system used by the FAA for requirements identification, internal budget preparation, financial control, implementation planning, resource estimating, project management, performance measuring, and upward reporting on projects from inception through capitalization.

The CWP system provides program management functionality to support an end-to-end project management system that is aligned with Project Management Institute principles. The CWP system encompasses specific project, program and IT roles, processes, tools and outputs. The

CWP system enables FAA lines of business to improve the efficiency and efficacy of projects and programs. The CWP system is an Organizational Process Asset that contributes to the processes, policies, and corporate body of knowledge of the FAA. This statement of work

(SOW) identifies functional work areas to support the CWP system in the day-to-day execution of its mission.

1.1 Background

The CWP Program Office (ABP-360), within the Office of Budget and Programs (ABP-1), is responsible for the overall management of the CWP Program. Technical oversight of the CWP hardware and software is provided by the Office of Information and Technology (AIT).

The CWP Program Office provides overall program direction, coordinates requirements and specifications with users, assigns development priorities, publishes manuals, provides user training, and establishes and administers contracts to provide software and hardware to support the program.

The CWP Program Office requires technical support with additional emphasis on various operating system(s), including, but not limited to: the ability to perform both Oracle and operating system performance monitoring and make necessary adjustments; providing a strategic database direction for various business organizations; knowledge of all Oracle tools which support P6 and OPPM; sound knowledge of the CWP custom application; and knowledge of all

IT functions, as Operations and Maintenance (O&M) responsibility includes recommendations impacting database design, database implementation, backup, and recovery. Background in the

CWP business process and an understanding of the technical support required is critical to maintaining the CWP and ensure success of this highly complex and interdependent program, its processes and tools.

CWP hardware and software functionality includes:

• Financial Planning and Control: The Financial Planning and Control core function consists of Facilities & Equipment (F&E) project requirements identification, F&E budget priorities, Project Material List (PML) preparation, planned project funding identification in support of the CWP program, detailed cost estimate preparation, 1680

Header export to the DELPHI system, financial execution tracking, and the capitalization identification and process tool.

• Corporate Work Plan: CWP consists of CWP identification, preparation, and base lining;

labor requirements identification; and a congressional reporting tool (for commissioning or replacements).

• Program and Project Management: The program/project management component can create/maintain Work Breakdown Structures (WBS), link related projects and activities, engage in various budget activities, and initiate and track schedules. The schedule tracking functions involve the International Business, Finance, and Economics (IBFE) program with F&E funded material.

• Cost Tracking Capabilities: Configurable for establishing special programs in emergencies or disasters such as the events of 9/11/2001, Hurricane Isabel, and the

Seattle Earthquake.

• Other: The capability to incorporate Operations- and Reimbursable-funded projects utilizing the same functionality utilized with F&E projects.

The CWP Program Office is currently engaged in a project to upgrade its system in order to refresh technology and improve the usability of the system. The main goal of this project, called

“CWP Ascend,” is to replace the existing custom tools with an integrated, workflow-based modern software solution. CWP Ascend will build on existing processes and introduce new functionality, roles and procedures to better collect and manage data, ultimately supporting FAA management of key programs and projects. All CWP actions will take place in portal centric, integrated application, focused on integrated business processes. When complete, the CWP

Ascend project will provide a consistent look, feel and operation across business process functions. All roles will be organizationally neutral and the system will provide customized business processes. It will automatically create project artifacts and documentation and make them easier to locate. CWP will then be more closely aligned with the Service Area Project

Management (SAPM) and industry standards, while leveraging modern technologies, e.g. Oracle

Application Development Framework, to reduce the time to make system changes and enhancements and to improve system efficiency and responsiveness. While CWP Ascend will introduce many important improvements, it will not dramatically change the program’s core business processes.

1.2 Objectives

This statement of work provides business program management, project management, and information technology (IT) support services to the Capital Budget Division in the operation and maintenance of the CWP system.

The objectives of this effort are as follows:

• Provide a variety of current and future Business Program and Project Management

Support to the CWP Business Office;

• Provide IT support to all environments developed, operated and maintained by the CWP

Business Office, including new and emerging technologies which will evolve over the life of the support contract, and

• Perform Lifecycle Support of Oracle products (see below), COTS tools, and custom tools associated with the execution of the CWP mission.

1.3 CWP System Overview

The CWP is comprised of Oracle COTS tools including Database, Primavera, and Oracle Project

Portfolio Management (OPPM) database. The majority of the CWP business requirements are embedded in the OPPM database and implemented within the configuration of the COTS tools.

There are also numerous custom tools and interfaces requiring unique database design and implementation oversight.

The current boundary of CWP is as defined in the CWP Security Certification and Accreditation

(C&A), and includes the following Commercial-Off-The-Shelf (COTS) and custom systems, subsystems, and interfaces:

• Oracle Primavera Client and Web (P6) [COTS]

• Oracle Project Portfolio Management (OPPM) [COTS] o CWP Configuration o CWP Franchise Configuration

• Oracle Database [COTS]

• Oracle Application Development Framework (ADF) [COTS]

• Needs Assessment Program (NAP) [FAA custom]

• Reimbursable (REIM) System (also known as FAA Project Toolset) [FAA custom]

• Requirements Information Management System (RIMS) [FAA custom]

• Funding Job Request (FJR) [FAA custom]

• Work Authorization Module (WAM) [FAA custom]

• Project Scope Agreement (PjSA) [FAA custom]

• Asset Work Breakdown Structure (AssetWBS) [FAA custom]

• Obligation Planning (OBPL) [FAA custom]

• Project Information Editor (PIE) [FAA custom]

• CWP Portal [FAA Custom]

• User Account Management Tool (UAM) [FAA custom

• Success Estimator - Cost Estimating tool [COTS]

• SAGE – Cost Estimating tool [COTS]

• Madcap Flare [COTS]

• 15 external interfaces:

o National Data Center (NDC) – Bi-directional o Pabacus – from Rabacus o Rabacus – Bi-directional o Production REGIS (PREGIS) – Bi-directional o Delphi – Bi-directional o Simplified Program Information, Reporting, and Evaluation (SPIRE) – From Spire to

Rabacus o REIM – Bi-directional o ATO Facility Tracking System (AFTS) – From CWP o Automated Inventory tracking System (AITS) – From CWP o Electronic Capitalization Authorization Form (eCAF) – From CWP o Procurement Automated Tracking System (PATS) – From CWP o Next Generation (NextGen) Integrated Master Schedule (IMS) – from CWP o Reports, Analysis and Distribution System (RADS) – From Labor Distribution

Reporting (LDR) o Joint Acceptance Inspection (JAI) Database Web Application – Bi-directional

• 13 internal interfaces:

o NAP to/from Primavera o RIMS to/from Primavera o Project Progress Report (PPR) to Primavera o Project Implementation Managers (PIMS) Editor to/from Primavera o PjSA to /from Primavera o WAM to/from Primavera o FJR to/from Primavera o Management Portal to/from Primavera o Success Estimator to Budget Cost Estimate Database (BCED) o Asset WBS from Primavera o OBPL from Primavera o Database Servers o Oracle Bridge

CWP also encompasses the following non-CWP web application:

• JAI (Joint Acceptance Inspection) Database Web Application

The CWP system boundary, including the previously stated COTS and custom systems, subsystems, and interfaces, will change with the implementation of CWP Ascend. The boundary may also change with new and emerging technologies that will evolve over the life of the support contract. These will not dramatically change the program’s core business processes and all such changes and evolution is included within the scope of this Contract.

The tools comprising the CWP are implemented in five distinct environments:

1. Production (PROD);

2. Test (TEST);

3. Development (DEV);

4. Sandbox; and

5. Training.

CWP environments are built to different standards based on intended use and anticipated user load, therefore practices, procedures, and performance may vary between environments.

1.4 Scope of Work

This Statement of Work (SOW) is comprised of distinct functional work areas that establish the scope of the Contract. This SOW is intended to define the overall scope of work under the

Contract; specific requirements within the scope of these functional work areas will be identified, defined, and issued under individually funded task orders. Defining a functional work area within the scope of work does not represent a commitment on the part of the Government to issue a task order for support in that area. The Government is under no obligation to order all work efforts within the contract scope. The Contractor must provide the full range of support capabilities defined in the task orders issued under this Contract. The Contractor must furnish the necessary personnel, materials, equipment, and facilities required to satisfy the requirements of the individual task orders.

The required services are grouped according to the following functional work areas:

• Business Program and Project Management Support

• Oracle, COTS, and Custom Tools Lifecycle Support

• Infrastructure Services

• Operations Services

• Application Maintenance and Support Services

• Help Desk and Help Desk Management Support Services

• Change and Configuration Management Support Services

• New Systems Implementation and Relocation Support Services

• Transition Phases of Performance

The Government may issue individual task orders that encompass one or more of the above-named tasks. Each individual task order will have a defined period of performance. This

Statement of Work is intended to be a broad statement of the scope of work included in the base

IDIQ Contract. Requirements will be specified at the Task Order level. It is important for the

Contractor to understand the demarcation of service. The Information Systems and Technology

Services Division, AIT utilizes many contractors and other FAA internal organizations in support of CWP. Understanding these demarcations must facilitate an accurate and complete response from the Contractor.

The demarcation of service is defined as:

• The infrastructure is located in 2 data centers: Enterprise Data Center (EDC) Mike

Monroney Aeronautical Center (MMAC) Oklahoma City, OK, and EDC William J.

Hughes Technical Center (WJHTC) Atlantic City, NJ. The Contractor must fully support the FAA’s maintenance of any CWP equipment in all environments. The Contractor will be responsible for the application layer up while the FAA Office of Information and

Technology (AIT) will be responsible for layers under the application (e.g., networking).

As the application layer and up often depend on components managed by AIT, under the application layer, the Contractor will need to properly coordinate activities with AIT to ensure overall CPW success.

1.5 Inherently Governmental Functions

In its performance of the Contract, the Contractor must not perform inherently governmental functions, as identified in the Office of Federal Procurement Policy Letter 11-01. These functions are so intimately related to the public interest as to require performance by Federal

Government employees. The term includes functions that require the exercise of discretion in applying Federal Government authority or the making of value judgments in making decisions for the Government. This would include, among other things, binding the Government to take or not to take some action by contract, policy, regulation, authorization, order, or otherwise, and exerting ultimate control over the acquisition, use, or disposition of the property of the United

States, including the collection, control, or disbursement of appropriations and other Federal funds.

2 References

The Contractor must research and follow appropriate and relative FAA and DOT Orders as well as business and financial systems policy and guidance. Where necessary, the Contracting

Officer’s Representative (COR) will provide additional guidance regarding existing materials and specifications for government systems and processes.

The Contractor must ensure all work is in full compliance with:

• AIT/FAA/ DOT orders and process guidelines;

• AIT/FAA/DOT Enterprise Architecture standards and guidelines;

• AIT/FAA/DOT Security standards and guidelines; and

• FAA standards for product and service quality, including FAA Quality Assurance policy described in Section 3.10.4 of the Acquisition Management System (AMS).

The Contractor is directed to the following websites:

ID badge online application:

https://employees.faa.gov/org/staffoffices/ash/id_badge/

Contractor & Industrial Security Program:

http://www.faa.gov/about/office_org/headquarters_offices/ash/ash_programs/investigations/ isp/

Orders and Notices:

http://www.faa.gov/regulations_policies/orders_notices/index.cfm/go/document.list/parentT opicID/184

Forms:

http://www.faa.gov/library/forms/

Standard Operating Procedures:

https://employees.faa.gov/org/linebusiness/ato/acquisition%5Fbusiness/apc/cd/

3.0 Functional Requirments

The requirements outlined in this statement of work are described via the functional areas below.

These functional areas are defined in terms of activities, support services, end results and deliverables that the Contractor must perform in support of the CWP mission and its objectives.

The Contractor must perform program management, specific project management, and IT support services to the Capital Budget Division in the operation and maintenance of the

Corporate Work Plan (CWP). The Contractor must perform specialized technical support work associated with Database Maintenance Support. Contractor personnel must apply broad experience and technical knowledge of assigned disciplines and specialties, and understand how assigned systems, components, and disciplines are integrated with other Aeronautical Systems.

3.1 Business Program and Project Management Support

3.1.1 Program/Project Management Support

It is the sole responsibility of the Contractor to ensure that all efforts are performed and managed in a skillful, efficient and professional manner; that work is appropriately planned and scheduled;

that the required levels of performance and quality are established, monitored and maintained;

and that status, progress and concerns are reported in a comprehensive and timely manner.

Accordingly, the Contractor must provide the necessary and appropriate oversight to ensure accomplishment of all assigned tasks. These activities include planning and reporting project status against scheduled milestones, cost and performance reporting, work breakdown structure

(WBS) development and deliverables.

As part of the required program and project management support, the Contractor must provide the following support services:

a. Assist in scheduling and project management to support CWP business and IT objectives and Oracle COTS product configuration.

b. Manage the creation, review, and submission of official contractual and invoicing documents.

c. Coordinate consultant and trainer staffing requirements with FAA Management and

Professional Services.

d. Maintain program and project management documents in repository.

e. Provide product and technical expertise to support FAA resources in developing CWP integrated solutions.

f. Provide business program and individual project status reports.

g. Work with other contractors and FAA organizations involved in CWP operations and maintenance activities.

h. Coordinate other contractor(s)’s activities with integrated master scheduling and information collection and distribution.

i. Provide help desk technical support, developers, and application technical experts (DBA, developer, expert in the COTS software and infrastructure).

j. Provide CWP, P6 and OPPM training and training support material design, development and delivery to include Learning Management System (LMS) operation.

k. Provide Sharepoint System Development Life Cycle (SDLC) support for all CWP business program and IT objectives.

l. Provide strategic communications support across all aspects of CWP business objectives.

3.1.2 Contract Management

The Contractor must provide program management support necessary to ensure that assigned tasks are performed efficiently, accurately, on time, and in compliance with the requirements.

The Contractor must participate as a member of a government-led team or act independently in an advisory capacity.

The CWP Business Office requires program and project management support to ensure efficient and effective achievement of tactical and strategic objectives. Support must include the generation, review, coordination, maintenance, quality management and/or processing of the wide variety of artifacts required to successfully support and deliver projects, programs and portfolios at the FAA.

As part of the required contract management support, the Contractor must perform the followingwork efforts:

a. Anticipate needs, requirements, problems, opportunities, developments, and trends so new efforts can be planned and integrated with existing programs and priorities.

b. Determine the probable overall effect of new policies or changes in the program and anticipate the need for changes as a result of unforeseen events, such as Congressional mandates.

c. Facilitate the development, documentation, and management of Program Performance

Metrics.

d. Develop and Implement Program Quality Assurance Measures and Program Controls.

e. Assist in ensuring that the CWP budget reflects the program outcomes and performance measures.

f. Conduct financial management initiatives designed to increase efficiency and improve financial management effectiveness of the overall CWP Program.

g. Develop plans and procedures for monitoring contractor performance through a variety of analytical techniques to ensure all performance requirements are being met.

3.1.3 Project Management Planning

The Contractor must develop a Project Management Plan in accordance with Project

Management Institute’s Project Management Body of Knowledge standards and AIT-Enterprise

Program Management Service (EPMS) policy for each Government-issued task order. The

Project Management Plan must include the following at a minimum:

a. Description of the planned schedule

b. All deliverables and milestones (approved by the COR on a regular basis)

c. Identification of each step in the work process required for completing the work

d. The period of time needed to accomplish each step (calculated using calendar days and in accordance with specified due dates)

e. Identification of staff resources by labor category allocated to each work element

f. Rationale for the project organization, staff utilization and other resources allocated

g. Maintain a Work Breakdown Structure (WBS)

The Contractor must keep each Project Management Plan current. Project Management Plans must also be updated and resubmitted for Government approval whenever any changes result in a schedule impact of more than 10 working days.

3.1.4 Monthly Activity and Status Reporting

The Contractor must provide a monthly report of all work activities, status, schedules, problems encountered, possible solutions, and planned activities for the next month, including, but not limited to:

a. Completed activities

b. Status of Deliverables

c. Areas of concern

d. Personnel notes and issues

e. Actions requested

f. Planned activities

g. Planned and completed travel

h. Forecasts, including estimates at completion and estimates to completion

i. Project Metrics Data indicating the effort associated with each project activity

j. Help Desk activity with performance metrics

k. Risk areas and mitigation strategies identified

l. Determine Level of Effort (LOE) for new activities

m. Planned and actual expenses for activities

3.1.5 Maintenance of CWP System Documentation

The Contractor must maintain and electronically store all documents required in accordance with

FAA IT and Security guidance, including, but not limited to:

a. Risk Management Plan & Register Template

b. Configuration and Change Management Plan (CMP)

c. System Boundary Document

d. CWP System Design Document

e. Interface Control Documents

f. Test Scripts

g. CWP Operations & System Administation Manual

h. CWP Data Dictionary

i. CWP Infrastructure Document

j. CWP Test and Evaluation Master Plan

k. Disposition Plans

l. System Integration Test Results

m. Closure Reports

n. Maintenance Charter

o. Implementation Plan

p. Maintain System Logs

q. Information System Contingency Plan

r. Disaster Recovery Plan

3.2 Oracle, COTS, and Custom Tools Lifecycle Support

The Contractor must provide the following life cycle support for Oracle, COTS products, and

Custom Tools:

a. The Contractor must follow the FAA System Development Life Cycle (SDLC) methodology and produce SDLC artifacts. SDLC Management includes planning and analysis; application architecture; Information Assurance (IA) security and compliance;

and continual process improvement, planning and analysis services associated with efficiency and effectiveness of the application environment.

b. The Contractor must work with other contractors and FAA organizations involved in

CWP maintenance activities.

c. The Contractor must coordinate other contractor(s)’s activities with integrated master scheduling and information collection and distribution.

d. The Contractor must provide software development and O&M support for the CWP

System to AIT Information and Technology in support of the Office of Budget and

Programs (ABP-360). Core services include, but are not necessarily limited to, project management services and System Development Life Cycle (SDLC) software application development services.

e. The Contractor must assist with integration of CWP tools with the Primavera Project

Management Tool.

f. The Contractor must assist in scheduling and project management to support CWP program objectives and Primavera configuration.

g. The Contractor must provide product and technical expertise to support FAA resources in developing CWP integrated solutions.

h. The Contractor must provide full training and transition gates on Primavera Tool Suite to fulfill requirements for FAA-designated Primavera Principal Administrators.

i. The Contractor must provide functional and technical support to develop and update operational, systems, and technical architectures.

j. The Contractor must provide application architecture services and review of application architecture and planning, to include application modules; module configurations; system interfaces; logical databases; and updates to existing or new documentation as part of performing activities for Application Architecture.

3.3 Infrastructure Services

3.3.1 Hardware Support

The Contractor must:

a. The Contractor must provide technical support and support FAA/AIT maintenance services for all hardware related to the CWP system. Support in this area is defined as ensuring proper operations based on hardware vendor specifications, FAA/AIT policies, guidelines, procedures and Service Level Agreements (SLA) both written and implied.

This also includes support of the FAA/AIT’s performance of maintenance to ensure all firmware and system components meet the contractor’s latest revisions and that the devices follow contractor’s recommendation on preventive maintenance schedules.

b. The Contractor must adhere to operating guidelines imposed by the EDCs. When operating guidelines cause an adverse impact to the CWP and non-CWP systems and performance goals, these impacts must be communicated to AIT for resolution. The

Contractor must coordinate and communicate with all FAA data center service providers to ensure optimal operations of all the hardware, applications, software, and networking.

c. The Contractor must be responsible for the building, maintaining and monitoring the interconnections (networking) between devices (Servers, SAN, and Network) and the

FAA network.

d. The Contractor must ensure optimal configuration of the hardware and interconnections based on the hardware vendor specifications, applications requirements and FAA policy and procedures and guidelines.

e. The Contractor must build new, augment existing, upgrade and swap out all components of the hardware infrastructure in all operating environments, to support new applications

(projects) or upgrades/enhancements to existing applications.

f. The Contractor must collect performance data and report on performance of the entire environment in aggregate, by application (inclusive of all devices) and by unique devices.

This data collection, monitoring and reporting at a minimum must align Service Metrics defined in relevant task order(s).

g. The Contractor must implement management and performance monitoring software/systems to support proactive alerts to ensure system availability and proper operations. Implemented monitoring must integrate with existing monitoring being performed by the FAA Enterprise Operations Center (EOC) in order to allow the EOC to view alerts from CWP through their normal work and monitoring environment.

3.3.2 Software Support

The Contractor must:

a. Install, setup, configure, manage and maintain all software that supports the CWP system boundary. The Contractor must work with the EDCs to integrate requirements for future phases of CWP, e.g. CWP Ascend and software necessary to manage infrastructure.

b. Assess and recommend changes to the existing CWP software baseline. This must include other software packages, upgrades, licensing and software maintenance.

c. Monitor, manage and implement software patches, updates and upgrades. This must include all CWP systems and AIT (Shared Services) will be responsible for the CWP infrastructure located in their EDCs.

d. Support, tune (optimal performance), monitor and manage all software that supports

CWP. Optimal performance as defined in the software, hardware and industry standards and guidelines. AIT is responsible for the software running in their EDC. The team must work with AIT to ensure optimal performance is achieved.

e. Perform initial installation, configuration and integration as defined by the software vendor’s documentation, industry standards and FAA policy, procedures and guidelines.

In addition, the Contractor must adjust the setup, configuration and operations to support

FAA’s unique requirements, and to achieve optimal performance. This assumes proper coordination with AIT and that AIT is performing their role in the infrastructure/software within their EDCs.

f. Work with the software vendor in regards to support configuration, setup and trouble resolutions.

3.3.3 Networking

The Contractor must:

a. In coordination with AIT, the Contractor will install, setup, configure, support, manage, and maintain all networking devices in support of CWP.

b. Coordinate and communicate with third parties (vendors or other FAA organizations) to ensure CWP infrastructure viability.

c. Ensure optimal operations of all network devices by each data center or with FAA agreement.

d. Perform engineering assessments on infrastructure to support single sign-on and active directory consolidation. Upon approval from FAA AIT, implement such recommendations.

e. Manage, monitor, and provide reporting to FAA on network device licenses and maintenance agreements.

f. Support, tune (optimal performance), monitor and manage all network devices in support of CWP infrastructure. Optimal performance as defined in the software, hardware and industry standards and guidelines.

Note: AIT EDC will be responsible for the CWP infrastructure that is running in its facilities.

The Contractor must provide support trouble shooting and configuration recommendations.

3.3.4 Disaster Recovery

The Contractor must:

a. Ensure disaster recovery plans are implemented, maintained, tested and managed for

CWP as defined in the Information System Contingency Plan and as required byAIT .

b. Work with the security team in regards to table top and Disaster Recovery (DR) testing.

c. Ensure documentation regarding process and procedures necessary to support disaster recovery for each application. Ensure all documentation is kept up to date and available via the AIT designated documentation library.

d. Work and communicate with third party contractors and FAA organizations that support the remote site of disaster recovery infrastructure.

3.3.5 Documentation

The Contractor must:

a. Build, manage, and maintain documentation for CWP infrastructure, in a location designated by AIT.

b. Document all aspects of the CWP hardware, software, applications and network for the

EDCs. The documentation must follow industry documentation standards and guidelines.

The Contractor must work with AIT EDC in collecting all the information and technical drawings necessary to complete the documentation.

c. Provide documentation to include standard operating procedures (SOPs), technical documentation, technical designs, technical configurations, technical guidelines and procedures.

3.3.6 Service Level Agreements

The Contractor must:

a. Support AIT in the definition, creation, execution, monitoring and reporting of SLAs between AIT and the FAA business areas.

b. Monitor and report monthly performance statistics associated with implemented SLAs.

3.3.7 Security

The Contractor must:

a. Coordinate with FAA security teams and AIT EDC to ensure all hardware, software and

CWP systems meet and conform to FAA security standards and guidelines.

b. Provide and respond to all technical information requests from AIT security team via coordination with AIT in support of Recertification, Security Certification and

Accreditation (C&A), Plan of Action and Milestones (POA&M) and audits.

c. Respond to security scan findings and remediate FAA designated vulnerabilities. AIT

EDCs are responsible for the database (DB); however, the Contractor must support CWP applications.

d. Work with FAA security to ensure the CWP applications and infrastructure conform to the Center for Internet Security (CIS) standards. These CIS standards are referenced at:

http://web.nvd.nist.gov/view/ncp/repository. If CIS standards are not available for a specific platform, the Contractor must request direction from the FAA. The Contractor must support AIT EDCs security where appropriate and necessary.

e. Respond and remediate all POAM items as defined in the POAM plans, and support AIT

EDC where appropriate and necessary.

f. Work with FAA security in reviewing all common controls and the Contractor must remediate and document policy and procedures in support of these controls. The

Contractor must support AIT EDCs where appropriate and necessary.

3.3.8 Life Cycle Management

The Contractor must:

a. Manage, monitor and report to FAA on all CWP hardware and software licenses and maintenance agreements. The FAA is responsible for purchasing or renewing the maintenance agreements.

b. Review FAA projects (new builds, enhancements to existing or minor changes) to assess the impact to the overall infrastructure environments and make recommendations to support the change. In other words, the Contractor must provide recommended configuration changes with estimated costs.

c. Manage life cycle of all hardware, software and applications in support of CWP. The

Contractor must coordinate, with FAA EDCs, all infrastructure requests for change.

d. Provide recommendations to AIT on upgrades, updates paths, coding language, system architecture/design, or when new technology has advanced in the market to replace existing infrastructure or applications.

e. Comply with AIT Adaptive Maintenance needs brought on by life cycle requirements from associated hosting, infrastructure and supporting software. These CWP sustainment efforts include the review of system components that have reached end of life. This activity must produce an impact analysis within CWP and identify sustainment work to upgrade the CWP environment to keep pace with product life cycles.

f. Provide reports and projections on detail areas of the infrastructure and application to assist in future planning (1 to 3 years). The information must include, but is not limited to, the technology, software or application, its life span, recommendation as to when and what to change to, and cost saving/implications.

g. Provide impact assessment and recommendation in regards to FAA wide technology changes and new enhancement projects.

3.4 IT Operations Services

3.4.1 Backup and Recovery

The Contractor must coordinate with AIT EDCs to perform the following:

a. Ensure that all infrastructure and CWP systems are backed up and can be restored per the

SLA. This must include working with AIT EDCs to ensure backup and recovery are configured, operational, and tested in accordance with business recovery needs. A review of the backup and recovery requirements for CWP and its business needs must be done to identify specific requirements that drive the configuration of backups and recovery practices.

b. Ensure components of the CWP are operational and available and that data restoration has met the SLA after restoration of the production system in a crash or disaster

(assuming EDC has performed the restore).

c. Ensure the backup medium maintains a rolling one (1) year of full backups.

d. Ensure system changes do not exceed backup and recovery resources prior to implementation.

e. Ensure that full backups are taken before and after major changes to the applications or infrastructure and are stored as part of the rolling one year back archive.

f. Manage and track all media ensuring proper storage and labeling.

g. Configure and maintain all backup hardware and software.

3.4.2 Managing Processing Requests

In this section, the term “job” refers to an application processing request scheduled on a host processor. The Contractor must:

a. Manage and monitor all infrastructure and schedule application jobs. These jobs include, but are not limited to, Oracle database schedule, operating system schedule and application-related jobs.

b. Report on job performance to FAA AIT. This performance must include, but is not limited to, job name, job owner (application), job purpose, how often the job runs, how often the job fails or fails to run, how long the job runs, and all issues with the job.

c. Report on all jobs on a monthly basis with year to year trending.

d. Ensure all failed jobs are reported via help desk system.

3.5 Application Maintenance & Support Services

3.5.1 Application Support

The Contractor must:

a. Provide support for specific applications during their critical processing/availability times.

b. Provide application performance and availability monitoring, ensure system availability and perform all work elements defined in the production schedule that have been allocated to Contractor or are within the scope of task orders issued to the Contractor.

The Contractor’s efforts must integrate with existing AIT monitoring solutions and overall monitoring performed by the EOC. The results of monitoring must also indicate end-user experience regarding performance and availability.

c. Assist the FAA AIT in the prioritization of CWP technical system change requests

(SCR). The technical SCRs are those that are created for technology refreshes, operational controls and processes, and in some instance business process changes for the purpose of keeping CWP running efficiently with the purpose of lowering the cost of ownership while enhancing performance.

d. Provide assessments, impact analysis and recommendations to new releases, system changes/enhancements and their design reviews for CWP.

e. Provide and manage O&M activities associated with: resolving, repairing, and preventing the occurrence of errors and defects in new or existing applications and logical databases;

providing technical support services for configuring and tuning the configurable elements of the applications to achieve optimal application system performance; and installing application service patches, version upgrades, minor enhancements, and Application

Program Interface (API) codes.

f. Provide Corrective and Emergency Maintenance for repair of defects to applications and logical databases in production to enable required functionality to meet agreed upon delivery schedules and in accordance with SLAs, Disaster Recovery Plan or Information

System Contingency Plan. Corrective and Emergency Maintenance technical scope must include: user interface changes, changes to system interfaces, application functional changes, recommend logical or physical database changes related to enhancements, modification to standard query structure, report development, and Information Assurance

(IA).

g. Provide maintenance of applications and logical databases to cover events that could disable or degrade service of an application if not repaired, including, but not limited to:

changing mission volumes, new releases, application of system patches, proactive performance tuning, proactive archiving, pre-production execution simulation, Information Assurance, and special testing for events such as:

i. Public holidays

ii. End of financial year

iii. End of calendar year

iv. Daylight savings time

v. Leap year

h. Provide Adaptive Maintenance to ensure application and logical database performance is not affected by changes to interfacing applications, new applications or packages, and technical environment changes, which if not addressed proactively, could impact applications in production, such as upgrades of operating software, new/changed equipment, and interface changes.

i. Provide Perfective Maintenance to ensure that applications and logical databases operate at peak efficiency with particular focus on areas such as: system CPU hours, general performance tuning, storage space, response time, archiving, and database performance tuning.

3.5.2 Development and Testing Environments

The Contractor must:

a. Build, manage, maintain and support all hardware in the Development, Test, Training, and Sandbox environments. The Contractor must conform with AIT's Continuous

Integrations and Continuous Deployment processes.

b. Build development, test, training, and sandbox environments (and multiples thereof, when necessary) to meet requirements defined in the relevant task order(s). The build of these environments must include hardware, software and data.

c. Ensure performance of the development, test, training, and sandbox environments are in proportion to the production environment performance based on their configuration. The

d. Ensure performance of the development, test, training, and sandbox environments are monitored, managed and reported as part of the infrastructure.

e. Track and manage the state of each environment. Work with Change and Configuration

Management (CM) focal points to ensure changes are monitored and tracked.

f. Provide a migration path to production to support emergency production fixes as well as releases (new enhancements).

g. Work with CM focal points to ensure all environment requests are managed via the ticketing system (Remedy).

3.5.3 Migration Configuration and Change

The Contractor must:

a. Manage and control baseline configurations for each environment. This includes production, development, test, training, and sandbox.

b. Utilize AIT Enterprise Change Management process that provides specific tools and work flows to track and approve changes to the CWP system. The Contractor must follow AIT-approved CM and testing processes, use AIT-approved testing tools and approve releases through test plans and test cases that have been mutually approved by

AIT and the CWP business office.

c. Provide migration services working with all FAA EDCs and other contractors involved in the change to be migrated.

d. Run, manage and schedule all Production Readiness Reviews (PRR) and provide sign off for the approval to move into production. The Contractor must coordinate with FAA

EDCs and all other vendors/contractors involved.

e. Ensure FAA AIT has final approval before moving applications into production.

f. Have back out strategy and plan for each production migration.

g. Provide Code Migration Services, including activities associated with promoting new and modified code, configuration, and scripts in support of new and existing applications through development, test, training, and production. The Contractor must perform the following activities in support of Code Migration Services:

i. Recommend operations and administration procedures related to code migration;

ii. Define test-to-production turnover requirements and instructions for each project or release;

iii. Report on results from test-to-production activities;

iv. Migrate code from development to test when required and identified in the project planning and requirements steps;

v. Track migration status and notification;

vi. Support environment setup and decommissioning for new and changed environments, data, and infrastructure; and

vii. Migrate correction code.

3.6 Help Desk & Help Desk Management Support Services

Tier levels are defined as: Tier 1 – Front line initial receipt of calls (phone or electronic); Tier 2 -

Business application support (business perspective and process) and Tier 3 - Technical support, developers, application technical experts (DBA, developer, expert in the COTS software and infrastructure). The Contractor must provide Tier 2 and Tier 3 Help Desk support only. The

Government will provide Tier 1 support.

3.6.1 Infrastructure Support

The Contractor must:

a. Support, manage, and provide help desk services (Tier 3) support for CWP infrastructure.

The Contractor must be aware of overarching enterprise help desk performance measurements (e.g., SLA) and track all service calls in specified queues (e.g., Remedy) in accordance with established performance measurements.

b. Support, manage, and provide help desk services (Tier 3) for all CWP environments.

3.6.2 Application Support:

The Contractor must:

a. Provide CWP application Tier 2 and 3 support services. These services require knowledge of the CWP COTS and custom applications and how they have been programmed and configured to meet the business processes/needs, including knowledge of the use of the data and understanding of the data.

b. Update and manage all incidents (help desk tickets) that are assigned to the Contractor, report on status and ensure resolution within defined help desk SLAs.

c. Work with other contractors and FAA organizations in resolving the problems/issues.

d. Provide technical assistance required for the tuning of applications and logical databases for optimal system performance. These services must include:

i. Expert Tier 2 and 3 technical assistance for end-users and IT professionals;

ii. Documentation and maintenance of Repair and Maintenance policies and procedures;

iii. Maintenance of Application O&M Plan;

iv. Technical and functional support to application development and stakeholder groups;

v. Notification of appropriate offices of changes and upgrades to third party application systems;

vi. Diagnostics on software and services;

vii. Routine system management on applications and logical databases;

viii. Release packaging of software changes;

ix. Support for regular Certification and Accreditation (C&A) requirements;

x. Assist Enterprise IT Service Center with coordination of user support activities;

xi. Respond to escalated trouble ticket items in accordance with AIT-established procedures; and

xii. Ensure System and Application log are maintained.

e. Perform centralized Tier 2 and 3 incident functions as assigned by the Enterprise IT

Service Center for FAA applications listed in the scope of this SOW using the FAA

Remedy application as defined below in Section 5.3.

f. Provide code-related support on complex application system software issues for Tier 3 support.

3.6.3 Help Desk Management

The Contractor must:

a. Utilize the Government-designated application (Remedy) systems for logging, updating, tracking and reporting help desk incidents.

b. Provide the knowledge to assist FAA AIT in the operations and management of help desk and its system (Remedy) with regard to Tier 3 support.

c. Manage CWP incidents, Change Requests and configuration of the help desk system.

d. Provide recommendations to FAA on help desk roles, responsibilities, and groups in support of CWP.

e. Implement and setup roles, responsibilities and groups working the FAA Help Desk organization. This also includes the assignment of support personnel to the groups with periodic review and update as the organizations and resources change, all in an effort to ensure the accuracy of roles, groups and help desk SLAs.

f. Provide reporting that must include, but is not limited to, the number of incidents received, number of incidents resolved, aging report, and ad hoc reports requested by the

FAA for tickets assigned to Tiers 2 and 3.

g. Work with other contractors and FAA organizations in the setup and configuration of the help desk system.

h. Provide recommendations to FAA AIT on ways to improved processes, procedure and configuration to improve incident resolution.

i. Work with Change and Configuration Management team to configure the system

(Remedy) to support defined change processes, release and configuration management.

3.7 Change and Configuration Management Support Services

The Contractor must:

a. Provide Change and Configuration Management (CM) support in accordance with the

Government-approved CM Plan.

b. Utilize CM-related systems (e.g. Subversion, JIRA and Confluence) as needed.

c. Document and update existing documentation of the as-is processes and governance structures. The Contractor also must provide recommendations to the Government on best practices taking into account FAA AIT unique requirements and recommend process improvements.

d. Implement recommended changes to governance, change and configuration processes and procedures upon approval from FAA AIT. This must also include implementing systems and utilizing systems to meet the need of CM.

e. Configure existing CWP systems to support recommended governance, change and configuration management processes and policies. The Contractor must coordinate with all associated contractors and FAA organizations.

f. Execute change and configuration management procedures, guidelines and policy.

g. Development and maintain a Change Request Tracking Report to track Government-requested changes. Each Change Request must be assigned a unique tracking number.

For each approved maintenance release, the Contractor must prepare a Maintenance

Release Charter which must identify all Change Requests associated with each maintenance release.

h.…