Final DLS IT Support Service_SOW.pdf

STATEMENT OF WORK

OPERATIONS & MAINTENANCE (O&M) SUPPORT FOR

DIVISION OF LOGISTICS SERVICES (DLS)

Background

The Division of Logistics Services (DLS) is responsible for logistics support of the 27 Institutes and Centers across NIH. Whether through the congressional mandate of compliance for $1.8 Billion worth of accountable property for its full lifecycle, or the movement of people and critical lab, office, and PPE products worldwide, DLS is responsible for timely, accurate, and first-time right logistics response to the NIH community.

DLS is responsible for applications that support business operations in supply management and property management. DLS requires Contractor Application Support, including application development, database administration, and customer service support, for the following applications:

NIH Property Excess Product Catalog (https://excessproductcatalog.od.nih.gov/ec/dashboard#!/home)

NIH Supply Center (NIHSC) Product Catalog (https://nihsccatalog.od.nih.gov/pc/) NIH Supply Center Point of Sale (POS) application (https://nihsc.sss-od.nih.gov/nihsc/login.do)

Note that the Contractor Application Support will coordinate with other service providers that support infrastructure and hosting operations and maintenance (O&M), security documentation, re-platforming web-based applications to a cloud environment, and decommissioning activities for applications no longer in service.

Requirements

I. General Requirements (applicable to all supported applications and services)

1. Contractor shall ensure compliance with all NIH Office of the Chief Information Officer (OCIO), OD Office of Information Technology (OIT), Center for Information Technology (CIT), OALM IT Program Branch, and government-wide cybersecurity and information technology policies, directives, and standards.

2. Contractor shall provide dedicated technical support during normal business hours to ensure SLAs are met and to respond to ad hoc data requests, report requests, and other business needs. SLAs are determined as follows: Critical (within 1 hour), High (within 4 hours), Medium (within 1 business day), and Low (within 3 business days).

3. Contractor shall provide application training to DLS staff as needed.

4. Contractor shall maintain and keep current all technical design documentation, security documentation, and administrative and user guides.

5. Contractor shall implement change management including documentation of all change requests, priority, approvals, estimated and actual level of effort, and duration; Change requests should be maintained in a log on a designated Microsoft Teams site accessible by DLS (or other approved system), include a unique identification number, type of change request, specific configuration item (component), and identification of related change requests (e.g., related CRs in other systems such as the NIH IT service desk).

II. NIH Property Excess Product Catalog (https://excessproductcatalog.od.nih.gov/ec/dashboard#!/home).

The NIH Excess Product Catalog is an interactive website which supports the reutilization and disposal of NIH Property through ease of surveying available assets. The application supports the Property Reutilization and Disposal Section (PRDS) and includes management of the database, servers, and public-facing website with shopping cart and workflow functionality which is used by government, education, and third-party personnel. The site contains unique photographs related to specific material items (actual, not stock photos) and allows for customers to review available resources without having to visit the Property Warehouse where the property is stored.

1. The Contractor shall provide operations and maintenance (O&M) support – Application

Development and Database Administration:

a. Provide production support and mitigate application and database issues to ensure service levels are met; Coordinate with appropriate NIH IT organizations as needed.

b. Provide technical assistance to PRDS stakeholders on an as-needed basis.

c. Ensure security requirements are implemented and vulnerabilities are addressed in accordance with NIH standards, and coordinate with appropriate NIH security organizations as needed.

2. The Contractor shall provide daily maintenance and quality assurance support:

a. Perform daily data maintenance activities.

b. Verify NBS data is accurately reflected in the product catalog after all content changes and report any discrepancies for remediation.

3. The Contractor shall support the re-platform of the application to a cloud environment upon request:

a. Coordinate and perform the necessary activities, including documentation, to re-platform the application to the STRIDES cloud environment.

III. NIH Supply Center (NIHSC) Product Catalog (https://nihsccatalog.od.nih.gov/pc/)

The Product Catalog provides the NIH community a user-friendly view of catalog items available for purchase and the ability to browse products by categories and search for specific products. The product catalog is restricted to authenticated NIH personnel.

1. The Contractor shall provide operations and maintenance (O&M) support – Application Development and Database Administration:

a. Provide production support and mitigate application and database issues to ensure service levels are met; Coordinate with appropriate NIH IT organizations as needed.

b. Provide technical assistance to stakeholders on an as-needed basis.

c. Ensure security requirements are implemented and vulnerabilities are addressed in accordance with NIH standards, and coordinate with appropriate NIH security organizations as needed.

2. The Contractor shall provide daily maintenance and quality assurance support:

a. Perform daily data maintenance activities to maintain and manage content changes to ensure accuracy.

b. Verify NIHSC catalog data reflects NBS catalog updates and ensure accuracy between the catalog, NBS, and POTS after all content changes and report any discrepancies for remediation.

c. Maintain and manage the catalog to ensure customer access to the NIHSC website for catalog visibility/product information, customer service, new product requests, and other vital information.

3. The Contractor shall support the re-platform of the application to a cloud environment upon request:

IV. NIH Supply Center Point of Sale (POS) application

(https://nihsc.sss- od.nih.gov/nihsc/login.do)

The POS is currently a web-based application that manages daily sales transactions (sales receipts) and supports daily transmittals of these accounting transactions to NBS. The online Point of Sale (POS) system is configured with NIH’s Personal Identity Verification (PIV) web agent single sign on, so that access is restricted to users internal to the NIH community. The POS system receives store inventory data representing on hand balances in the stores based on NBS recorded inventory for the stores. The POS system records sales processed for products required for research activities required by the NIH ICs. The POS system acts as a cash register to capture these sales for daily transmission to the System of Record (NBS). These recorded sales transactions are received/picked up NBS on a daily basis to record sales within NBS that were processed in the POS and then adjusts store balances based on the sales quantities processed.

1. The Contractor shall provide operations and maintenance (O&M) – Application Development and Database Administration:

a. Provide production support and mitigate issues and ensure service levels are met; Coordinate with appropriate NIH IT organizations as needed.

b. Provide technical assistance to stakeholders on an as-needed basis.

c. Ensure security requirements are implemented and vulnerabilities are addressed in accordance with NIH standards, and coordinate with appropriate NIH security organizations as needed.

2. The Contractor shall provide data maintenance and quality assurance support:

a. Perform daily data maintenance activities.

b. Verify NBS data is accurately reflected in the product catalog after all content changes and report any discrepancies for remediation.

c. Provide ad hoc assistance during normal business hours for data maintenance, data analysis, and reporting.

3. The Contractor shall evaluate and propose enhancements to enable the following, upon request and approval by DLS:

a. Ensure ability to record sale and return transactions.

b. Ensure ability to print receipts as needed.

c. Ability to search daily and history transactions.

d. Enhance and maintain interface between the POS and NBS to send transaction files from POS to NBS, to receive NSN and CAN file from NBS to POS system.

e. Develop the ability to search existing, view/add/archive CAN card information as required.

4. The Contractor shall support the re-platform of the application to a cloud environment upon request:

V. Key Personnel

The NIH Supply Center Point of Sale (POS) application is critical to supply operations and must be available during normal business hours and must include accurate information. In addition, DLS applications require daily data maintenance activities as well as ad hoc data maintenance and reporting.

1. Contractor shall provide a Technical SME with knowledge of the business operations, data structure and use, and system design and operations sufficient to ensure the integrity of the information in the systems and availability of the systems during normal business hours.

2. Contractor shall provide dedicated technical support during normal business hours to ensure SLAs are met. SLAs are determined as follows: Critical (within 1 hour), High (within 4 hours), Medium (within 1 business day), and Low (within 3 business days).

3. Contractor shall provide dedicated technical support during normal business hours to respond to ad hoc data requests, report requests, and other business needs.

VI. Program Management

1. The contractor shall provide appropriate program management support, to include a designated a Project Manager (PM) responsible for the overall performance objectives, contract deliverables, quality control (QC), and the placement of qualified personnel on this contract. The PM will serve as the Contractor’s authorized point of contact with NIH and shall ensure contract compliance and satisfactory performance.

a. The PM or an appropriate designee, shall meet with the COR monthly and as requested to discuss contract areas and any problems. The contractor shall record and forward to the COR any risks identified in the meeting, issues discussed in the meeting, the decisions rendered and the action items for each meeting member to address, within five (5) working days after each meeting as a Meeting Summary. This will include any risk handling activities and mitigation strategies.

2. The Contractor shall provide the appropriate labor category(ies) to match, but not exceed, the technical skills needed to accomplish the tasks.

3. The contractor must have the ability to adapt to a changing business climate and have the capability to source SMEs for unpredictable changes to policy, procedure, and/or processes as it pertains to modernization initiatives.

List of Task Deliverables

The following table provides a complete listing of the required task deliverables. Additional deliverables may be required per the terms and conditions of the contract and are not listed here.

Area Deliverable Due Format

Project Management Documentation

Status Report Monthly - Last week of month

Microsoft Office- Post in Team/SharePoint

Technical Documentation

System Design Document

When there is an update

Microsoft Office- Post in Team/SharePoint

Configuration Management Plan

When there is an update

Microsoft Office- Post in Team/SharePoint

Test Plans and Result

One (1) day before the test;

and one (1) day after the test for summary and completion

Microsoft Office- Post in Team/SharePoint

Communication and Meeting Records

Meeting Minutes

One (1) after the meeting

Microsoft Office- Post in Team/SharePoint

Action Items Log

Monthly Microsoft Office- Post in Team/SharePoint

Invoices Monthly PDF/Email

All written deliverable products shall be delivered in draft form for Government review and comment. The Government shall have five (5) working days to review and comment. Final copies shall be delivered in five (5) working days after receipt of Government comments.

All written deliverable products shall be delivered electronically in Microsoft Office unless indicated and approved by the appointed COR.