Attachment 1 - App Mgt PWS - 23 Mar 2011.pdf

Section C Performance Work Statement (PWS)

United States Special Operations Command (USSOCOM) Application Management Services

23 Mar 2011

Table of Contents

1.0 Introduction

1.1 Service Delivery Summary (SDS)

2.0 Background and Historical Summary

2.1 Participating Entities

2.1.1 USSOCOM Components

3.0 Applicable Conditions

3.1 Locations for Work Performance

3.2 Contractor Security

3.3 Safeguarding Classified Information and Materials

3.4 Security Management Support

3.5 Compliance with DoD and USSOCOM IT Standards

3.6 Security and Classification

3.7 Equipment

3.8 Leverage of Existing USSOCOM IT Operations Management Tools

4.0 Information Technology Management Office (ITMO)

5.0 Requirements

5.1 Application Management Services Contractor Scope of Support

5.1.1 IT Service Management

5.1.1.1 IT Service Strategy

5.1.1.2 IT Service Design

5.1.1.3 IT Service Transition

5.1.1.4 IT Service Operation

5.1.1.5 Continual Service Improvement (CSI)

5.1.1.6 Enterprise Architecture

5.1.1.7 IA Policy and Planning

5.1.1.8 IT Service Desk

5.1.2 Application Maintenance

5.1.2.1 Corrective and Emergency Maintenance

5.1.2.2 Preventative Maintenance

5.1.2.3 Adaptive Maintenance

5.1.2.4 Perfective Maintenance

5.1.2.5 Technical Support Services

5.1.2.6 Application Strategy, Architecture, and Planning Services

5.1.3 Application Development

5.1.3.1 Program Management Services

5.1.3.2 Requirements and Design Services

5.1.3.3 Programming and Development Services

5.1.3.4 Integration and Testing Services

5.1.3.5 Code Migration Services

5.1.3.6 Software Configuration Management Services

5.1.3.7 Technical Change Management Services

5.1.3.8 Training Services

5.2 Staff Management

5.2.1 Application Management Services Management Structure

5.2.2 Subject Matter Specialist Functions

5.3 Relationship Management

5.4 Task Order Management Methodology

5.5 Monthly Report Requirements

5.6 Transition Processes/Plan

5.6.1 Phase-In Periods

5.6.1.1 Phase-In Period – Contract

5.6.1.2 Phase-In Period – Task Orders

5.6.2 Phase-Out Period

1.0 Introduction

The United States Special Operations Command (USSOCOM) has a requirement to provide enterprise-wide information technology (IT) services and distribution to USSOCOM and all of its respective Components and Theater Special Operations Commands (TSOCs), through a more modern, flexible, scalable, performance-based service management and delivery framework known as Special Operations Forces Information Technology Enterprise Contracts (SITEC).

IT is a significant enabler of the USSOCOM mission. USSOCOM requires continuing support for the operations and maintenance of the Command’s IT environment. Through the SITEC acquisitions, USSOCOM seeks IT services from best-of-breed service providers covering the full spectrum of IT requirements on a global scale. To contribute to USSOCOM mission achievement, IT services must be well-integrated, flexible, and adaptable across all IT service areas, with the ability to rapidly scale in response to USSOCOM’s dynamic mission requirements.

The SITEC service delivery environment is comprised of a series of interconnected IT systems whose purpose is the integration of information, applications and processes throughout USSOCOM’s global operations as well as across Department of Defense (DoD) organizational boundaries.

The SITEC acquisitions will contribute to enhancing USSOCOM’s ability to support the USSOCOM mission, as well as meet the net-centric DoD acquisition parameters. The SITEC acquisitions will also develop an enterprise-wide information-age transformation by building the foundation for increased operations efficiency, capabilities, and delivery flexibility through standardized and consistently-applied policies, procedures, oversight, resource allocation, and the provision of value-added support.

In order for USSOCOM to achieve its objectives, USSOCOM requires the delivery of Application Management Services providing USSOCOM organizations with an umbrella contract to support individual task orders for specific mission and administrative functions. To meet this demand, USSOCOM requires the services of highly qualified IT services providers with the skills and experience to provide support for Application Management Services (Application Management Services Contractor(s)). Application Management Services include related application/database maintenance, application/database development services, and training services for applications that will serve the special requirements of a particular organization (herein referred to as a “Participating Entity”. A Participating Entity may be a USSOCOM Component Command or other office or unit requiring Application Management Services through execution of a Task Order under this contract. USSOCOM Participating Entities require teams of highly-skilled personnel who can:

• Uphold a high level of performance for Application Management Services noted in Section 5 below, as well as task order performance requirements

• Operate using Capability Maturity Model Integration (CMMI) and Information Technology Infrastructure Library (ITIL) processes

• Integrate with enterprise SITEC vendors and enterprise ITIL processes

• Readily support work requirements in Continental United Stated (CONUS) as well as remote/Outside of the Continental United States (OCONUS) locations, including theaters of active military operations

The Application Management Services Contractor(s) shall meet all requirements and responsibilities in support of USSOCOM as outlined in this PWS, including subsequent task orders. All support and staff shall be fully trained, professional, and customer oriented, consistently providing responsive, flexible, innovative, and cost effective service. The Application Management Services Contractor(s) shall ensure quality work performance in accordance with applicable standards and guidelines. The Application Management Services Contractor(s) shall perform the standards of this PWS in an environmentally acceptable and safe manner consistent with Federal, State and Local laws as well as applicable policies, regulations and instructions. The Application Management Services Contractor(s) shall provide all personnel, supervision, and other items necessary to perform the services and provide support to all mission areas of USSOCOM as specified in this PWS and ordered under individual task orders.

This PWS is meant as an overview of the basic scope of requirements; details will be provided for each individual requirement in subsequent task orders.

1.1 Service Delivery Summary (SDS)

The Application Management Services Contractor(s) shall perform to the standards outlined in this basic contract PWS SLAs as well as the specific SLAs outlined within each awarded task order (TO). The Application Management Services Contractor(s) shall ensure all services are provided efficiently and economically, while providing a quality product or quality service to meet participating entity requirements. The performance metrics utilized under each task order along with the monitoring methodology and SLA weights will be defined in a Quality Assurance Surveillance Plan (QASP) developed for each Task Order.

2.0 Background and Historical Summary

USSOCOM was formed in 1987 and is a unified combatant command of the Department of Defense. USSOCOM’s mission is to provide fully capable Special Operations Forces (SOF) to defend the United States and its interests, and to plan and synchronize operations against terrorist networks. USSOCOM is responsible for training and equipping all DoD SOF to perform missions anywhere in the world at any time. Specific responsibilities of USSOCOM include developing, acquiring, integrating, fielding, and supporting special operations peculiar equipment, material, supplies and systems and ensuring the interoperability of equipment and forces.

USSOCOM is comprised of: a Headquarters at MacDill Air Force Base (AFB), FL; one sub-unified command - the Joint Special Operations Command (JSOC) - at Fort Bragg, NC; and four component commands: the United States Army Special Operations Command (USASOC) at Fort Bragg, NC, the Naval Special Warfare Command (NAVSOC) at Coronado, CA, the Air Force Special Operations Command (AFSOC) at Hurlburt Field, FL, and the Marine Corps Forces Special Operations Command (MARSOC) at Camp Lejeune, NC. In addition, each of the Combatant Commanders has an attached TSOC that provides theater-related special operations strategy and planning efforts.

The SIE is USSOCOM’s worldwide IT infrastructure. The SIE encompasses all SOF IT assets throughout the Command, down to the deployed sensor and shooter. The SIE houses USSOCOM’s data centers and related enterprise services, as well as SOF’s global terrestrial and satellite connectivity. The current SIE vision and concept of operations has been documented by USSOCOM Chief Information Office (CIO) organization and is considered an underpinning set of Information Technology (IT) capabilities required for the SOF community. The majority of IT services being acquired under the scope of this Application Management Services contract will support local Participating Entity requirements and associated assets and are not part of the SIE or services acquired through other USSOCOM SITEC Service Area Contracts.

2.1 Participating Entities

2.1.1 USSOCOM Components

The Participating Entities for the Application Management Services contract shall consist of:

• USSOCOM Headquarters (USSOCOM-HQ)

• United States Army Special Operations Command (USASOC)

• Naval Special Warfare Command (NAVSOC)

• Air Force Special Operations Command (AFSOC)

• Marine Corps Forces Special Operations Command (MARSOC)

Additional detail regarding each Participating Entity may be found within the Bidder’s Library.

3.0 Applicable Conditions

The significant conditions that affect the SITEC acquisition are Locations for Work Performance, Contractor Security, Safeguarding Classified Information Materials, Security Management Support, Compliance with DoD / USSOCOM IT Standards, Security and Classification, Equipment, Compliance with USSOCOM Management Tools, and Deployment of Contractors. These conditions are further described below.

3.1 Locations for Work Performance

Support provided in this PWS and the subsequent task orders shall be performed onsite within USSOCOM facilities, at other Participating Entity provided or designated facilities, or at a Government approved Contractor facility unless otherwise agreed upon and approved in advance by the Participating Entity. The Application Management Services Contractor(s) shall support specific component USSOCOM applications and databases within CONUS and OCONUS, as best meets the Participating Entity’s objectives.

Unless otherwise stated in this PWS or a subsequent task order, the Application Management Services Contractor(s) shall provide the Participating Entity with support on 8 hours a day/5 days a week basis. This includes staffing and for monitoring and responding to any and all application/logical database-related events that threaten USSOCOM’s IT mission ability to reliably access, process, interface, or present application-related information between any of its globally-located systems.

The Application Management Services Contractor(s) shall support the IT needs of the Participating Entity’s user community, including all Participating Entity, civilian, contractor, and consultant personnel employed by, attached to, or working for the requesting entity at any given point in time, as well as any other USSOCOM-authorized personnel.

3.2 Contractor Security

Security requirements for the basic contract will be in accordance with the issued DD Form 254. Each Task Order Invitation to Offer (ITO), required security clearances and security compliance will be part of the task order evaluation and include a separate DD Form 254 for each subsequent task order. The majority of Application Management Services Task Orders will require individuals to have a Top Secret personnel security clearance with SCI eligibility. At the discretion of the government, selected individuals supporting specific task orders will require access to Special Access Program (SAP) information. Access to SAP information requires the requisite security clearance based on a security investigation with a date less than 5 years old and requires employees to undergo additional personnel security screening meeting the DoD SAP-accessing directives and policies. The Application Management Services Contractor(s) will access to the Non-Secure Internet Protocol Router Network (NIPRNet), the Secret Internet Protocol Router Network (SIPRNet), and the Joint Worldwide Intelligence Communications System (JWICS) computer systems at Participating Entity facilities and NIPRNET access at Application Management Services Contractor(s) facilities; NIPRNET access from Application Management Services Contractor(s) facilities shall be subject to prior approval by USSOCOM. Application Management Services Contractor(s) will be authorized to courier classified information up to the TS-SCI level in performance of official duties upon approval of and designation by the COR and SSO.

3.3 Safeguarding Classified Information and Materia ls

The Application Management Services Contractor(s) will ensure requirements are fulfilled for safeguarding classified information and classified materials, obtaining and verifying personnel security clearances, verifying security clearances and indoctrination of visitors, controlling access to restricted areas, protecting Participating Entity property, and the security of automated and non-automated management information systems and data. The Application Management Services Contractor's management system shall prevent unauthorized disclosure of classified and sensitive unclassified information. The Participating Entity shall be immediately notified if any security incident or any indication of a potential unauthorized disclosure or compromise of classified or sensitive unclassified information.

3.4 Security Management Support

The Application Management Services Contractor(s) will provide security management support. Typical efforts include, but are not limited to, performing classified document control functions, classified materials inventories, program access requests, preparing and monitoring personnel indoctrination and debriefing agreements, and maintaining and using security-related databases.

3.5 Compliance with DoD and USSOCOM IT Standards

The Application Management Services Contractor(s) shall perform all service delivery responsibilities in compliance with all DoD and USSOCOM IT standards, direction, and guidance, as well as other applicable service delivery documents.

Infrastructure

The USSOCOM IT infrastructure uses multiple network and computing platforms for processing, storing, routing, and delivery of data, voice, and video communications. The data center server and storage infrastructure is interconnected with both non-secure and secure network platforms, including the NIPRNET, SIPRNET, and JWICS. USSOCOM may also use communications platforms not currently identified or defined.

3.6 Equipment

The Participating Entity will identify the Government furnished office space and equipment (computers, desks, facsimile machines, copy machines, telephones) for Application Management Services Contractor(s) personnel in each TO ITO. It is anticipated that the majority of tasks will be performed on participating entity installations.

3.7 Leverage of Existing USSOCOM IT Operations

Management Tools

Due to security requirements, the Application Management Services Contractor(s) is required to perform all tasks using the Participating Entity’s suite of service operations management and information assurance management equipment and software tools.

The Application Management Services Contractor(s) shall not install and/or utilize any software or hardware unless specifically authorized in its task order by the Participating Entity.

4.0 Information Technology Management Office (ITMO)

USSOCOM is establishing an Information Technology Management Office (ITMO) that will manage the acquisition, transition, coordination, and ongoing management of all IT service areas to provide enterprise-wide consistency and standardization in support of three major services:

• Operations, maintenance, and continuous enhancement of the USSOCOM IT computing systems, as well as the evolution or replacement of these systems, to achieve the target state SOF Information Environment (SIE) through an ongoing series of integrated and interdependent engineering activities;

• Multi-tier, end-user support of 74,000+ SITEC users in every country where USSOCOM has a presence on a 24-hour, 365-days a year basis using multiple communications channels, including telephone (POTS & VoIP), email, web chat, voice/video teleconferencing; and

• Operations and maintenance of all production networks and production workstations used directly in the management and operation of USSOCOM global IT environment.

The ITMO is responsible for all aspects of governing the enterprise-wide strategic, as well as tactical day-to-day, delivery of IT service operations across all IT Service Areas.

The primary responsibilities of the ITMO are to define and establish standard enterprise-wide IT service delivery policies, procedures, and associated governance practices for managing, monitoring, coordinating, integrating, prioritizing, performance reporting, and supporting the delivery of all IT services, as well as overseeing and directing the activities of the service delivery of all IT service providers. The ITMO is a division within USSOCOM J6 organization. The ITMO will augment the existing USSOCOM capabilities to establish enterprise-wide IT service management (ITSM) and delivery standards. The ITMO will also support the J6 divisions in translating USSOCOM’s strategic IT mission objectives into executable operational actions and managing the day-to-day service integration and performance of all IT service providers to achieve the Command’s mission objectives. For the purposes of this contract, the ITMO will manage high-level aspects of the overall contract administration but will generally not be involved in individual task orders or day-to-day operations. The Application Management Services

Contractor(s) will be responsible for integrating with all ITMO processes and Application Management Services requirements and activities that may affect the enterprise.

5.0 Requirements

The Application Management Services Contractor(s) will provide the necessary services to support all mission areas of USSOCOM as specified and ordered under individual task orders. The scope of work in this PWS is covered in the three service areas described below: IT Service Management, Application Maintenance, Application Development, Database Maintenance, Database Development, and Application End- User Training. All specific data/requirements will be delineated in individual Task Orders.

5.1 Application Management Services Contractor Scop e of

Support

The Application Management Services Contractor(s) shall perform to the general performance management standards outlined within each awarded Task Order QASP.

The Application Management Services Contractor(s) shall provide guidance and assistance to ensure all services are provided efficiently and economically, while providing a quality product or quality service to meet customer requirements.

The Application Management Services Contractor(s) will be expected to provide personnel that have skill sets that cross each of the IT service areas in order to gain efficiencies not realized if personnel were needed to service each of the IT service areas individually. Specifically, the Application Management Services Contractor(s) must provide services for:

• IT Service Management – The Application Management Services Contractor(s) will be responsible for providing expert services in developing, documenting, structuring, implementing, coordinating, and monitoring the delivery of the Participating Entity’s IT Service Management (ITSM) processes, procedures, performance, and continuous improvement of for the Participating Entity’s IT application service areas as defined by this PWS.

• Application Maintenance – The Application Management Services Contractor(s) shall support Participating Entity application maintenance activities associated with repairing errors and defects of new or existing GOTS/COTS applications and logical databases. Physical databases and the underlying infrastructure are managed by the SITEC Data Center IT Service Provider Database Administrators. Application Maintenance activities include corrective and emergency maintenance of Participating Entity applications to repair defects to applications in production, preventive maintenance to cover future events that could disable or degrade service of an application, adaptive maintenance to ensure application performance is not affected by changes to interfacing or new applications or changes, and perfective maintenance to ensure that applications operate at peak efficiency. The Application Management Services Contractor(s) is also responsible for providing technical support services to the Participating Entity including expert assistance in tuning applications for optimal system performance.

• Application Development – The Application Management Services Contractor(s) will support Participating Entity application development activities associated with development of application enhancements, and related modifications, on undeveloped, new, existing or GOTS/COTS applications and logical databases. Physical databases and the underlying infrastructure are managed by the SITEC Data Center IT Service Provider. Application Development activities include program management services associated with new applications, requirements and design services, programming and development services, integration and testing services, code migration services, software configuration management services, and technical change management services,

• Application End-User Training - The Application Management Services Contractor(s) is/are responsible for either classroom style or computer-based training services for existing, new or enhanced applications developed by the Contractor developed by the Government, Government Off-The-Shelf (GOTS), or Commercial Off-The-Shelf (COTS) applications (as directed by the Participating Entity) to improve the Participating Entity’s specific skills through education and instruction. This requirement for training includes the development of any training related documentation.

These four service areas provide the flexibility and the wide range of technical and/or contracting resources necessary to help with meeting all Information Technology program requirement(s). The functional areas are depicted in greater detail below.

5.1.1 IT Service Management

The Application Management Services Contractor(s) shall align its contract performance with the Participating Entity’s IT Service Management environment and CMMI Level 2/3 and ITIL v3 framework that are defined in this PWS and specified in individual task orders.

5.1.1.1 IT Service Strategy

The Application Management Services Contractor(s) will identify and prioritize potential IT service investment options and provide strategy and planning reports which maximize the Participating Entity’s benefit-to-cost/return on investment.

5.1.1.2 IT Service Design

The Application Management Services Contractor(s) shall support the Participating Entity in all IT service related engineering, design, development, and implementation of IT service management, not only as an organizational capability, but also as a strategic asset for the Participating Entity.

5.1.1.3 IT Service Transition

The Application Management Services Contractor(s) shall support the Participating Entity in the delivery of the required IT services into live/operational use through the use of project and program management activities. These activities include:

• Service Asset and Configuration Management

• Service Validation and Testing

• Evaluation

• Release Management

• Change Management

• Knowledge Management

5.1.1.4 IT Service Operation

The Application Management Services Contractor(s) shall support the Participating Entity in performing the day-to-day operations and the strategic and tactical ITSM tasks and activities essential to optimizing IT operational performance of ITSM services and managing local IT service delivery in accordance with the respective IT service performance metrics, including contracted service level agreements (SLAs), operating level agreements (OLAs), and Associate Contractor Agreements (ACAs). The Application Management Services Contractor(s) will support all IT service-related operational processes including:

• Event Management

• Incident Management

• Problem Management

• Request Fulfillment

• Access Management

5.1.1.5 Continual Service Improvement (CSI)

The Application Management Services Contractor(s) shall provide reports on the principles underpinning the practice of IT service management to support the Participating Entity in the aligning and realigning of IT services to changing business needs. At a minimum, the Application Management Services Contractor(s) shall support the Participating Entity in the following CSI activities:

• Service Level Management

• Service Measurement and Reporting

• Continual Service Improvement

5.1.1.6 Enterprise Architecture

The Application Management Services Contractor(s) shall maintain frequent and close coordination in the progress of all Participating Entity enterprise architecture-related projects and provide functional and technical support to develop and update operational, systems, and technical architectures.

The Application Management Services Contractor(s) shall specify architecture requirements and maintain architectural artifacts for elements such as network bandwidth, systems and data interfaces, interoperability requirements, business process modeling notation and identify compliancy requirements (e.g., DODAF and/or the Federal Enterprise Architecture (FEA) Framework, Business Enterprise Architecture, and Department of Defense Information Technology Standards Register (DISR)).

5.1.1.7 IA Policy and Planning

The Application Management Services Contractor(s) shall implement and integrate with DoD, USSOCOM, and Participating Entity IA policies, procedures, and documentation. At a minimum, these policies, procedures and documentation shall address IA operations, administration and governance services, and IT security as it relates to the Participating Entity. The Application

Management Services Contractor(s) shall ensure that appropriate IA controls, reporting, and documentation are in place for relevant systems, applications, or environments under development or management through a Task Order under this contract. The Application Management Services Contractor(s) shall ensure ongoing and continuous incorporation of all appropriate IA requirements and implementation of all required safeguards for securing and managing the IA security of relevant Participating Entity IT systems and IT environments, as well as Application Management Services Contract personnel. The Application Management Services Contractor(s) shall develop certification and accreditation documentation as specified in DoD, USSOCOM, and Participating Entity policies and regulations for relevant systems, applications or Environment. .

5.1.1.8 IT Service Desk

The Application Management Services Contractor(s) will provide Service Desk support as Tier 2 and 3 services for those participating entities requiring this support as part of an individual task order. Tier 1 support will be provided by the SITEC IT Service Desk Contractor.

5.1.2 Application Maintenance

The Application Management Services Contractor(s) shall support Participating Entity application maintenance activities associated with repairing errors and defects of new or existing GOTS/COTS applications and logical databases.

5.1.2.1 Corrective and Emergency Maintenance

The Application Management Services Contractor(s) shall provide Corrective and Emergency Maintenance for repair of defects to applications and logical databases in production to enable required functionality to meet Service Level Agreements (SLAs).

The Application Management Services Contractor(s) shall provide full recovery of the applications and logical databases. Corrective and Emergency Maintenance technical scope shall include: user interface changes, changes to system interfaces, application functional changes, recommend logical and/or physical database changes related to enhancements, modification to standard query structure, report development, and Information Assurance.

5.1.2.2 Preventative Maintenance

The Application Management Services Contractor(s) shall provide maintenance of applications and logical databases to cover future events that could disable or degrade service of an application if not repaired, including: changing mission volumes, new releases, application of system patches, proactive performance tuning, proactive archiving, pre-production execution simulation, Information Assurance, special testing for events, such as:

• Public holidays

• End of financial year

• End of calendar year

• Daylight savings time

• Leap year

5.1.2.3 Adaptive Maintenance

The Application Management Services Contractor(s) shall 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.

5.1.2.4 Perfective Maintenance

The Application Management Services Contractor(s) shall 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.

5.1.2.5 Technical Support Services

The Application Management Services Contractor(s) shall provide expert technical assistance required for the tuning of applications and logical databases for optimal system performance. These services include: expert Tier 2/Tier 3 technical assistance for end-users and IT professionals, documentation and maintenance of repair and maintenance policies and procedures, maintenance of application maintenance plan, technical and functional support to application development and stakeholder groups, notification of appropriate offices of changes and upgrades to 3rd party application systems, diagnostics on software and services, routine system management on applications and logical databases, release packaging of software changes, support for regular Certification and Accreditation (C&A) requirements, assist help desk with coordination of user support activities, and respond to escalated trouble ticket items in accordance with established procedures.

5.1.2.6 Application Strategy, Architecture, and Planning Services

The Application Management Services Contractor(s) shall develop application strategy, application architecture, and planning associated with the application and logical databases. The Application Management Services Contractor(s) shall perform the following activities in support of this service:

• Document and maintain “current state” and “end state” application architecture, including vision

• Develop and maintain application roadmap

• Develop and maintain release specific application architectures

• Document functional and technical architecture

• Develop and maintain application integration architecture

• Develop and maintain data architecture

• Develop and maintain system manual

• Develop and maintain user manual

• Recommend software technologies, packages, and tools

• Conduct feasibility studies for the implementation of new technologies

• Collaborate with infrastructure architecture team

• Develop and maintain USSOCOM high level (e.g. entity vs. field) logical data model for transactional and reporting requirements

• Evaluate application package data models against USSOCOM requirements and provide results to USSOCOM

• Conduct data quality assessments

• Develop and maintain enterprise application integration (EAI) architecture

5.1.3 Application Development

The Application Management Services Contractor(s) will support Participating Entity application development activities, including application enhancements, and related modifications, on undeveloped, new, existing or GOTS/COTS applications and logical databases.

5.1.3.1 Program Management Services

The Application Management Services Contractor(s) shall provide Program Management Services as it relates to the development of a new application and logical database. The Application Management Services Contractor(s) shall perform the following activities in support of Program Management Services:

• Develop overall programming and development project/program schedule

• Manage overall program and development effort

• Support development of related investment and technical documentation including support for Capital Planning and Investment Control (CPIC) (OMB Exhibit 300), financial data

• Report on services for related requirements

• Document and maintain “end state” application architecture

• Develop and maintain the application roadmap

• Coordinate and collaborate with the ITMO and related SITEC IT Service

Providers

5.1.3.2 Requirements and Design Services

The Application Management Services Contractor(s) shall provide Requirements and Design Services associated with a new application, application module, and logical databases.

The Application Management Service Contractor(s) shall perform the following activities in support of Requirements Services:

• Conduct interviews, group workshops and surveys

• Support applications to develop focus and user groups as directed by participating entities

• Meet with requirements groups and user representatives

• Conduct value assessment of functional requirements and generating an impact analysis, including affected systems, alternative design scenarios, etc.

• Define requirements for user test cases and scenarios

• Develop functional requirements documents, logical and physical data model

The Application Management Service Contractor(s) shall perform the following activities in support of Design Services:

• Create documentation that specifies all components, program modules, data stores, interfaces, interface components and associated operations procedures for the technical environment

• Incorporate architectural guidelines into the design, including application extensibility, maintainability, scalability, robustness and reliability

• Create detailed Design Document from the Business and Functional Requirements and high-level design

• Document technical requirements, logical and physical data models

• Conduct site surveys for design efforts as required by Requirements Document

• Develop test cases as defined in testing plan

• Define implementation and deployment policies, project schedules and staffing requirements to meet deployment and delivery requirements

• Develop and maintain release specific application architectures

• Develop and maintain the application integration architecture

• Develop and maintain the data architecture.

5.1.3.3 Programming and Development Services

The Application Management Services Contractor(s) shall provide Programming and Development Services including programming, development, scripting, configuring or customizing of applications, application modules, and logical databases. In addition, the Application Management Services Contractor(s) shall:

• Recommend and document programming, development, and technical documentation policies, procedures, and standards

• Perform all necessary technical design, programming, development, unit and string testing, scripting, configuring or customizing of application modules as required to develop and implement the design plans and specifications (including documentation for USSOCOM-required SOF Capabilities Integration and Development System (SOFCIDS) and related processes such as Preliminary Design Review, Critical Design Review, Concept Design Document, etc.)

• Recommend modifications and performance-enhancement adjustments to USSOCOM system software and utilities

• Develop related support documentation for end-users, IT Service Desk, and all related Operations and Maintenance (O&M) and system administration.

5.1.3.4 Integration and Testing Services

The Application Management Services Contractor(s) shall provide activities associated with ensuring that all individual program components configured with or added to the applications environment work together properly as a single system performing all of the intended functions. The Application Management Services Contractor(s) shall:

• Perform all appropriate life-cycle integration and in-house development tests (e.g., unit testing, end-to-end testing, stress testing, regression testing, etc.)

• Perform selective random independent testing, where the random selection includes some complex modules

• Support user acceptance and assurance testing, baseline acceptance testing, and related Information Assurance and Certification & Accreditation (C&A) testing

• Maintain test data

• Stage systems before implementation

• Perform modifications and performance enhancement adjustments to system software and utilities as a result of test and integration results

• Develop required documentation for the Integration and Testing Process (e.g., Vision Scope Document, System Requirements Document, Implementation Plan, Installation/Configuration Documentation

5.1.3.5 Code Migration Services

The Application Management Services Contractor(s) shall 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, and production. The Application Management Services Contractor(s) shall perform the following activities in support of Code Migration Services:

• Recommend operations and administration procedures related to code migration

• Define test-to-production turnover requirements and instructions for each project or release

• Report on results from test-to-production activities, if applicable

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

• Track migration status and notification

• Support environment setup and decommissioning for new and changed environments, data, and infrastructure

• Migrate correction code

5.1.3.6 Software Configuration Management Services

The Application Management Services Contractor(s) shall provide Software Configuration Management Services including the identification and maintenance of system components and the relationships and dependencies among them. The Application Management Services Contractor(s) shall perform the following activities in support of Software Configuration Management Services:

• Capture and storage of application-to-component and component-to-component relationships

• Maintenance of the history of those relationships and transformations required to appropriately manage and document (e.g., source control, version control, profiles, IA plans) configuration changes affecting the application and its processing environment

• Record configuration items and applicable technical artifacts in the designated Configuration Management system to maintain the integrity of the products throughout the lifecycle

• Create configuration baselines and periodically meet to review proposed baseline changes and adjudicate trouble reports prior to the submission of change request

• Support the releases and associated changes to authorized baselines.

5.1.3.7 Technical Change Management Services

The Application Management Services Contractor(s) shall provide Technical Change Management Activities to appropriately manage and document changes to the application(s) and any of the constituent components being developed. This service requires management and documentation of changes to the underlying application development environment components. The Application Management Services Contractor(s) shall perform the following activities in support of Technical Change Management Services:

• Library Management—the classification, control and storage of the physical components of an application

• Version Control—the maintenance, tracking and auditing of modifications to an application’s components over time, facilitating the restoration of an application to prior development stages

• Turnover Management—the automated promotion of software changes across different phases of the life cycle (e.g., development, unit test, systems test and production), including management of the approval process, production turnover and software migration control.

5.1.3.8 Training Services

The Application Management Services Contractor(s) shall provide Training Services associated with the improvement of skills through education and instruction. Delivery methods that are offered for training include classroom style and computer-based instruction. The Application Management Services Contractor(s) shall perform the following activities in support of Training Services:

• Initial end-user training on new and current products and services

• Continuing end-user training for improving “how-to-use” skills related to systems and applications

• IT Service Desk agent training

5.2 Staff Management

5.2.1 Application Management Services Management Structur e

The Application Management Services Contractor(s) shall provide a management team structure that aligns with the Participating Entity’s internal IT management requirements.

In the event that the Application Management Services Contractor(s) is awarded multiple task orders under this contract, its management team structure shall remain homogeneous across each task order. The Application Management Services Contractor’s team shall include key senior representatives who will be responsible for performance of the Application Management Services Contractor(s) tasks and activities as specified in this PWS and subsequent task orders.

5.2.2 Subject Matter Specialist Functions

When requested by the Participating Entity, the Application Management Services Contractor shall designate individual(s) to address IT technology and service delivery subject matters related to: IT service performance and process management; enterprise architecture, design, configuration, and technology management; IT security management and protection; standards and quality assurance management; transition management; and such other IT-related subject areas where the Participating Entity deems it lacks appropriate skills and proficiency. The Application Management Services Contractor(s) subject matter specialists will meet with the Participating Entity to develop and make recommendations on potential courses of action and develop actionable plans to address Participating Entity-approved course(s) of action.

5.3 Relationship Management

The Application Management Contractor(s) shall assist the Participating Entity in maintaining ongoing dialog with relevant other SITEC IT Service Area providers (e.g., Data Center, Enterprise Networks, Application Management, etc.) in areas of intersecting or linked requirements and processes. The Application Management Services Contractor(s) shall also perform all of its technology performance management tasks and activities in cooperation, collaboration, and coordination with all other Enterprise IT service providers to ensure ongoing compliance with all Performance Management optimization requirements and objectives. The Application Management Services Contractor(s) must also maintain close coordination and collaboration with any other Application Management Services Contractors that may have interacting or linked requirements. The Application Management Services Contractor(s) shall remain in constant communication with the COR, the PCOR, and Participating Entity leadership as stipulated in this section and in Section 5.5 Reporting Requirements.

5.4 Task Order Management Methodology

The Application Management Services Contractor(s) shall provide a “Task Order Management Methodology” in response to this PWS. The Application Management Services Contractor(s) shall manage each task order separately while maintaining a common level of management and interaction across each task order. Specific management requirements of individual task orders will be delineated in the subsequent task order information. The Application Management Services Contractor(s) shall manage each task order in accordance with enterprise process, governance, and IT policy and integrate with enterprise service providers to the extent required in each task order. As part of this contract, the Application Management Services Contractor(s) shall possess the capability to manage multiple task orders under this contract that may span different geographic regions and levels of information/system classification.

5.5 Monthly Report Requirements

As long as the Application Management Services Contractor(s) has active task orders awarded under this contract, the Application Management Services Contractor(s) shall provide a monthly report for each task order awarded to the appropriate task order COR as well as a contract-centric monthly report to the PCOR. In addition, the Application Management Services Contractor(s) shall provide a monthly report with a summary of all contract efforts that rolls up the task order information to include a listing of each task order issued under the basic contract to the COR and PCOR.

Monthly reports shall be submitted via e-mail (possibly a database in the future) to the required parties no later than the 10th day of each month covering the month preceding the submission date. Monthly reports shall include, but not be limited to, the following information:

1. Brief summary of progress and activities.

2. Progress and activities projected.

3. Anticipated difficulties in upcoming tasks and any issues on current tasks.

4. Task order funds expended (by month and to date) to include labor for Cost type task orders.

5. Efforts made towards progress in Small Business Goals and in support of Small business.

6. Recommended improvements or solution options.

7. Manpower Reporting. Until such time that an electronic database has been developed, all prime contractors will include in these monthly reports manpower data depicting all direct labor supporting the SITEC Application Management Services contract broken down by each major participating entity and other information as required IAW DoD and SOCOM policy.

8. Financial Reporting. The Application Management Services Contractor(s) will be responsible to provide financial cost reports and data that allow USSOCOM to understand the costs related to actual usage of IT resources by the Participating Entity. The Application Management Services Contractor(s) shall establish and maintain appropriate cost controls for managing IT projects, as well as network service volume increases and decreases. IAW DOD 7000.14-R and OMB Circular NO. A-136.

9. Additional contract deliverables may be specified for each individual task order.

The Summary Monthly Report shall total up the information provided for the specific task order summaries into one overarching report for the PCO and PCOR to use to evaluate overall contract performance as required in the SDS.

5.6 Transition Processes/Plan

The Application Management Services Contractor(s) shall be required to provide a transition process plan to be implemented following contract award. The following details are provided and shall be considered and used in the Contractors transition process:

5.6.1 Phase-In Periods.

The Application Management Services Contractor(s) shall develop comprehensive procedures for phasing in Contractor performance to the level required within the time allowed under the terms of this contract starting from time of award (approximately 16 May2011 to 1 June 2011).

5.6.1.1 Phase-In Period – Contract.

The period between contract award and contract commencement will constitute the Contract phase-in period. During the Contract phase-in period, the Application Management Services Contractor(s) shall prepare to assume full responsibility for all areas of operation in accordance with the terms and conditions of this contract.

Therefore, the Application Management Services Contractor(s) should be completely established, have all processes/plans in place and ready to propose all efforts issued by this office and other offices with ordering authority by 16 May 2011 for effective task order start dates of 1 Jun 2011. The Application Management Services Contractor(s) shall take all actions required for a smooth transition to support total contract operations as proposed and accepted. During the Contract phase-in period, the Application Management Services Contractor(s) shall at a minimum: obtain all required certifications and clearances, obtain all required personnel security clearances, attend post-award meetings as required, and be postured to propose on all task order Requests for Proposals and Statements of Objectives required to support the Participating Entity under this contract.

5.6.1.2 Phase-In Period – Task Orders.

The period between 1 Jun 2011 and 31 May 2012 will constitute the Task Order phase-in period. During this time the task orders under the current support service contracts will expire, therefore, the Application Management Services Contractor(s) will be required to propose on expiring task orders based on information provided by the Participating Entity – both in writing and orally.