ESBD_402072_1741880494211_SOL_EXH_F.3_SOW.pdf

F.3 STATEMENT OF WORK (SOW)

Contents

1. INTRODUCTION & BACKGROUND

1.2 GENERAL REQUIREMENTS

1.2.1 FUNCTIONAL & TECHNICAL REQUIREMENTS

2. UPDATES AND ENHANCEMENTS

3. TECHNICAL SUPPORT

4. SERVICE LEVEL STANDARDS

5. DATA SECURITY AND DATA RETENTION

F.3 STATEMENT OF WORK 2

1. INTRODUCTION & BACKGROUND

The DPS is seeking a virtual reality (VR) training solution to train commissioned personnel on various topics, including but not limited to defensive tactics, firearms, use of force, de-escalation, etc. There is a need for using reality-based scenarios to give new and existing personnel a highly immersive and realistic training to help build muscle memory and make decisions under high stress controlled environments.

1.2 GENERAL REQUIREMENTS

• Provides a variety of training capabilities to include de-escalation and/or drills and scenarios, e.g., use of force, active shooter, target assessment, weapons skills, traffic stops, etc.

• Ability to track and compile training metrics for varying levels of review, i.e., end user, supervisor, executive leadership.

• Hyper realistic, high quality/resolution graphics displaying numerous environments, i.e., busy roads, schools, jails, etc.

• Wide field of view for more encompassing virtual environment.

• Intuitive user interface (UI) and user experience (UX) – must show how the system is navigated between person in scenario and person running scenario.

• Provide training documents on how to use the system.

• Provide in person training to training staff in a train the trainer model.

• Provide equipment needed to utilize the system (tablet, laptop, etc.).

1.2.1 FUNCTIONAL & TECHNICAL REQUIREMENTS

• At a minimum, training area should be 10ft x 10ft. Preferably this area can be scaled larger depending on facility accommodations. Equipment should not have to be permanently installed to the facility and can be moved easily by DPS Staff.

• Training Platform must:

o Allow for custom scenarios built by DPSDPS to provide more realistic encounters related to THP and TOD needs. Custom scenarios must be able to be built easily and in a timely manner.

o Software to customize for specific use cases.

o Allow 2 or more users to access and utilize in the same scenario. The users should be able to communicate and see their team member / members in the same environment.

o Provide interactive weapon based on equipment issued to THP personnel to ensure continuity in training and muscle memory.

o Provide storage for all equipment needed such as headset, tablet, etc.

o Motion Controllers – Responsive and ergonomic controllers o Left-handed and right-handed abilities o Headset and accompanying gear are wireless.

o Track and record the user’s eye movement and where they are looking for training purposes and playback.

F.3 STATEMENT OF WORK 3

2. UPDATES AND ENHANCEMENTS

If necessary, the Vendor will provide periodic system software updates that must incorporate corrections of any defects and enhancements to the system’s software. All updates must adhere to DPS protocols upon request including notification, testing, scheduling, and testing once pushed to production.

• COTS software updates released by the Vendor must be installed or downloadable during periods during the maintenance window mutually agreed upon by DPS and the Vendor as defined in the Service Level Standards.

• Vendor will provide hardware and software refresh plans to DPS Contract Monitor (CM) that address end of support or end of life products. The plans will also address hardware, software, and application patches, implementation methodology, and proposed deployment schedules.

• Vendor will provide notice of the need for any hardware or software upgrades at least 120 business days in advance of end of life. The notice must include:

• Enhancements and new feature capabilities associated with the upgrades;

o Implications to the application if upgrades are not made;

o Risks associated with upgrading or not upgrading hardware and/or software, as recommended by the Vendor; and o A list of recommended options for hardware (if upgrades are hardware specific) to ensure the solution maintains optimal performance.

• At the discretion of DPS, a Change Order for specific hardware and software enhancements will be required to document deliverables accurately. These Change Orders may or may not have an associated cost.

3. TECHNICAL SUPPORT

• Vendor will provide toll-free telephone and e-mail accessibility for DPS to report issues and must be available during business hours (M-F 7 AM to 5 PM CST).

• Vendor’s response to reported technical issues, incidents and outages must be managed as defined in the Service Level Standards.

• The vendor shall provide the following types of technical support, including, but not limited to:

o Functionality management;

o Administrative system and technological environment functionality management;

o Assisting DPS administrative users with escalated issues;

o Troubleshooting errors or issues with software solution including, but not limited to, error messages, initiating or exiting the application, freezing, etc. that are non-DPS infrastructure related.

o Assisting DPS administrative users with permissions and system user provisioning;

o Providing system configuration, user guides, updated job aides and design reference materials that are accessible to identified DPS users;

F.3 STATEMENT OF WORK 4

o Provide technical training to DPS users as needed through the life of the Contract in a train the trainer model, and provide distributable training materials (documentation required, video and/or computer-based training (CBT) can supplement documentation) to all users of the system.

• The vendor must provide the following technical support in the event of a system outage of the solution:

o The vendor will notify DPS identified IT technical support at the specified email/phone number, and any other designated THP personnel regarding any planned outages or maintenance following the Change Control Board (CCB) process documented in the IT Standard Terms & Conditions.

o Vendor must notify the DPS CM and identified DPS IT technical support at the specified email/phone number if an unplanned outage occurs and provide DPS with a status update every hour until this issue is resolved.

If an unplanned outage occurs the vendor must provide the following root cause analysis upon resolution of the service outage:

• Comprehensive incident report detailing the root cause analysis findings.

• Corrective actions taken.

• Preventative measures implemented following resolution.

• The Vendor must provide, within its Response, a draft Service Outage and Escalation Communication Plan. The draft Communication Plan will specify the service outage notification and escalation process including how DPS is expected to notify the Vendor.

Upon contract award, DPS and the Vendor will finalize a Service Outage and Escalation Communication Plan.

• Vendor will provide notice to the DPS CM and identified DPS IT Technical support, a minimum of seven business days prior to scheduling maintenance activities. The notice must include:

o Length of anticipated downtime;

o Description and purpose of the scheduled maintenance;

o Anticipated impact to current application functionality; and o A listing of any DPS resources necessary for the maintenance.

• The vendor will provide notice to the DPS CM prior to unscheduled maintenance as soon as possible. The notice must include:

o Length of anticipated downtime;

o Description and purpose of the unscheduled maintenance;

o Anticipated impact to current application functionality; and o A listing of any DPS resources necessary for the maintenance.

4. SERVICE LEVEL STANDARDS

The purpose of these Service Level Standards is to ensure the proper elements are in place to provide DPS users with the optimal level of system performance. The vendor will target a system availability of at least 99.999% within any given 12-month period. System availability target standards may exclude planned maintenance windows, forced majeure events or downtime resulting from actions or circumstances beyond the vendor's control. The Service Level Standards define the terms, conditions, requirements, responsibilities, and obligations of DPS, system users, and the Vendor. Vendor will include the DPS CM and identified DPS IT

F.3 STATEMENT OF WORK 5

technical support of all hardware, software, and network technology issues that arise within all dependent and independent components of all applications and technology infrastructure, unless otherwise requested by DPS.

The Vendor must meet the following service levels for maintenance and support:

Upon verbal or written notification Vendor must provide the following Meantime to Resolution (MTR) for defect resolution:

• Failed (system is down and non-usable – Severity 1) – Respond within in 30 minutes, fix delivered in 48 hours or less.

• Critical (system is functional but suffering from significant impact to operations – Severity 2) – Respond in 30 minutes, fix delivered in 72 hours or less.

• Major (system is functional, some impact to operations – Severity 3) – Respond 30 minutes, fix delivered in 1 week or less.

• Minor (minor issue, no impact to operations – Severity 4) – Respond in 24 hours, fix delivered based on prioritization of planned releases.

These Service Level Standards guidelines will apply to the testing and acceptance period, as well as implementation and production through the life of the contract. Time and materials applied to fix Vendor defects will not be billed to DPS. Production validation will be considered complete when the DPS division submits a completed receipt in DPS procurement system. All payments are contingent upon submission of a complete and correct receipt.

5. DATA SECURITY AND DATA RETENTION

• Comply with relevant statutes applicable to Law Enforcement Sensitive (LES) information or conclusions these may be records required to be kept confidential by law and are excepted from disclosure requirements under Texas Government Code, Chapter 552;

records that are confidential by law under Texas Government Code, Chapter 418.

• Comply with data retention and archiving requirements as documented by the Department’s Records Management Schedule that comply with statutory requirements.

• The system should employ industry-standard security measures to protect against unauthorized access, data breaches, and information leakage.

• Data encryption, secure user authentication, and access control mechanisms should be implemented.

• Regular security audits and vulnerability assessments should be conducted to ensure system integrity.

• Data retention with auto-purge and pre-purge notifications timelines to be defined by business regulations.

• Ability to redact information based on role.