DRAFT_Attachment_J.2_Operations_ _Maintenance_PWS.docx

Operations and Maintenance (O&M) Performance Work Statement (PWS) HSFE30-16-R-0009

Department of Homeland Security (DHS) Federal Emergency Management Agency (FEMA)

Service Operations Division Operations and Maintenance

Indefinite Delivery, Indefinite Quantity Statement of Work March 4, 2016 Version 1.2

FEMA Quality Assurance (QA) Services Indefinite Delivery, Indefinite Quantity Statement of Work

FEMA Quality Assurance (QA) Services Indefinite Delivery, Indefinite Quantity Statement of Work

Table of Contents

List of Figures Figure 1 FEMA IT Services Management Lifecycle 6

GENERAL

Introduction The mission of the Federal Emergency Management Agency (FEMA) is “to support our citizens and first responders to ensure that as a nation we work together to build, sustain and improve our capability to prepare for, protect against, respond to, recover from, and mitigate all hazards.” For 35 years, FEMA’s mission has consistently been to lead America to prepare for, prevent, respond to, and recover from disasters with a vision of “A Nation Prepared.”

The mission of the FEMA Office of the Chief Information Officer (OCIO) is to enhance and maintain information technology (IT) infrastructure, develop and enhance key systems to support operating programs, and increase efficiencies and cooperation across FEMA’s divisional and regional lines. To support the FEMA mission, the OCIO is providing the leadership to enable the entire FEMA enterprise, including the OCIO organization, to better manage and execute its IT portfolio, programs, and projects.

The OCIO is transforming the FEMA IT environment through a series of enterprise-wide enhancements, including IT project management, requirements, best practice systems development processes, IT security, operations and maintenance, and IT quality assurance. This transformation is being accomplished to enhance and maintain the enterprise technology infrastructure, develop and enhance key systems to support operating programs, and increase efficiencies and cooperation across FEMA divisional and regional lines.

FEMA IT projects, infrastructure, and operations will be managed and executed with a standardized approach that leverages all possible enterprise-wide acquisition efficiencies, utilizes a common best-practice approach to project management, and provides for the more efficient integration of systems and use of resources.

The FEMA transformation approach will focus on high performance execution with skilled teams collaborating across functional areas to include requirements, development, operations and maintenance, quality assurance, and security. High performing, cross functional, collaborating teams will execute using rapid application development approaches such as Agile methodologies. FEMA will adapt the Department of Homeland Security Systems Engineering Life Cycle (DHS SELC) as it transforms and mature its policies and guidelines and expects Contractors to rapidly evolve. Critical success factors will include:

· High productivity with resultant high quality work

· Collaboration and cooperation with across functional areas with a teaming approach

· Technical skills and expertise to be innovative and solve problems

· Efficient use of team resources that maximizes productivity.

To ensure successful deployment of mission capabilities, FEMA expects Contractors to provide technical methods, techniques, and concepts that are innovative, practical, cost-effective and meet the evolving needs and requirements that result from FEMA’s operational users.

Background FEMA leads and supports the nation in a risk-based, comprehensive emergency management system of preparedness, protections, response, recovery and mitigation. FEMA has developed a suite of information systems to meet this mission and provides users a responsive array of information services. The suite of information systems, services, and applications are provided in Appendix A. FEMA’s enterprise information technology (IT) systems shall be operated and maintained at the highest level of performance and reliability twenty-four (24) hours a day, seven (7) days a week.

The CIO’s vision is to modernize the FEMA OCIO to “deliver world-class secure Information Technology guidance, products, and services to meet the needs of FEMA’s emergency managers and stakeholders nationwide.” The OCIO’s objective of the short, middle and long term modernization efforts are to transform IT services into a best-of-class, enterprise focused, efficient and well-managed environment. This environment shall be implemented with the flexibility required to support the evolving mission of FEMA and to support the surge requirements necessary to support emergency situations as they occur.

The current FEMA IT operations and maintenance (O&M) environment, performed by the FEMA OCIO Service Operations Division, is a combination of new and old technologies, architectures, platforms and tools that includes a wide variety of PC-based, client server, web-based, and service-oriented components. These systems have been implemented by FEMA using a variety of service providers under a vast array of oversight and governance conditions. These systems represent a broad spectrum of effectiveness to the Department of Homeland Security (DHS), FEMA, and OCIO mission. The services are supported by hundreds of physical and virtual servers in several data centers.

FEMA infrastructure includes voice and video services, and regional data networks. The video and voice connectivity is a mixture of Voice over Internet Protocol (VoIP) and Private Branch Exchange (PBX) technologies. The regional network equipment is aging and requires modernization. FEMA is also replacing the heterogeneous voice and video network with a unified communications platform.

FEMA’s OCIO modernization is evolving. This will be achieved by utilizing a comprehensive approach and strategy; supporting the FEMA strategic plan; developing a common operating framework; supporting a secure implementation of enterprise applications and services that support the mission. The modernization effort shall provide enterprise level solutions that will support business needs necessary for the immediate requirements in support of the FEMA mission.

FEMA O&M policies and procedures follows the Information Technology Infrastructure Library (ITIL) Service Operation. From the website, https://www.axelos.com/best-practice-solutions/itil/what-is-itil.

“The ITIL Service Operation stage of the ITIL framework highlights best-practice for delivering IT to meet agreed service levels for both business users and customers. ITIL Service Operation also includes the day-to-day management of technology needed to deliver and support services.

The efficient delivery of agreed services is essential to maintain business satisfaction and confidence in IT. It reduces the risk of service outages, and ensures that authorized levels of access are consistently available.”

Figure 1 FEMA IT Services Management Lifecycle Scope The Contractor shall assist the OCIO Service Operations Division in maintaining and maturing the current operations to keep FEMA’s information systems infrastructure available and operational. The Contractor must support traditional operations and maintenance activities and be able to support these activities during periods of Continuity of Operations activities. The scope of work will involve the execution of task orders. Specific categories of tasks that fall within this scope of work and the necessary Contractor capabilities are outlined in the following sections. Staff qualification minimum requirements are also addressed.

The Contractor shall ensure that it maintains a sufficient technical infrastructure, processing power, data storage and retention abilities including Continuity of Operation Planning (COOP) in all aspects of this SOW. Since workloads may fluctuate considerably due to crisis or disaster periods, the Contractor’s staffing processes must be flexible and capable of adequately responding to variations in service.

Currently, FEMA is obtaining IT O&M services through multiple contracted integrators. The objectives of this acquisition are to consolidate six contracts into one contract, transition existing services within 60 days of task order award, ensure accurate and timely invoicing, and obtain O&M services that meet FEMA performance measures. The contractors shall provide a reliable, stable, and secure operating environment that is aligned with the FEMA enterprise infrastructure.

The Contractor shall support the primary operations locations in the Mount Weather Emergency Operations Center (MWEOC) in Virginia, FEMA Headquarters, and other sites located in the National Capital Region. Additional locations include FEMA Regional offices, FEMA National Processing Service Centers (NPSCs), FEMA’s Brooke Road facility, the National Emergency Training Center (NETC), Long Term Recovery Centers (LTROs), Logistics Centers, Mobile Disaster Recovery Centers (MDRCs), Distribution Centers, and Joint Field Offices (JFOs), Center for Domestic Preparedness (CDP) and other permanent or temporary facilities located in the United States and Territories.

The scope of this contract also includes contractor support to FEMA’s technical staff for operations, maintenance, and proactive monitoring using FEMA’s tools of FEMA’s networks, systems and applications. The contractor will support the FEMA systems and technical environment.

There are five (5) functional areas that will make up the O&M Support Framework to be addressed by the contractor are as follows:

1. Program Management is responsible for providing the program management oversight across the contract and all contract task orders, up to and including contractual deliverables and financial controls. Program Management is one of the primary points of contact with OCIO Systems Management group. The Contractor’s Program Manager is one of the Contractor’s Key Personnel required on the Contract.

i. Program Management is also responsible for supporting Mobility Service Center (MSC) and Systems, Databases, and Application Management (SDAM).

ii. Program Management should also be able to support project management tasks where contracts and task orders can be quickly established to complete special assignments including but not limited to hardware swap outs, moving a physical environment to a virtual environment, etc.

2. Information Technology, Operations and Maintenance responsible for the maintenance, system sustainment, and update of the FEMA infrastructure, to include hardware and software, and for controlling and managing the lifecycle of all changes with minimum disruption to FEMA's end users. Service Operations Division oversees and manages all introductions into the production and test environments (as needed). This includes the shared application and technical services as well as the system software, middleware, information systems infrastructure, networks, and data centers.

3. Telecommunications Operations and Maintenance is responsible for providing support to FEMAs telecommunications network. This includes unified communications, mobile device management, and satellite communications.

4. Help Desk Services is responsible for providing 24x7x365 end user support across FEMA.

5. Network Operating Services is responsible for 24x7x365 monitoring the voice, video, data, and satellite feeds throughout FEMA.

Objective The primary objective of this acquisition is to establish a single award Indefinite Delivery/ Indefinite Quantity (IDIQ) contract for O&M Support Services that will enable the FEMA, through the OCIO to accomplish its mission of “to enhance and maintain IT infrastructure; develop and enhance key systems to support operating programs; increase efficiencies and cooperation across FEMA’s divisional and regional lines.”.

The Task Orders issued under the IDIQ will be designed to acquire Operations and Maintenance Support Services and will be written against five (5) functional areas: Program Management (PM), Information Technology Systems Operations and Maintenance, Telecommunication Operations and Maintenance, Help Desk Services, and Network Operating Services. Requirements include updating and maintaining the current hardware infrastructure (including lifecycle replacement) and software platforms, deploying code and upgrades to FEMA’s major systems, management of the telecommunications infrastructure to include mobile and satellite. Staffing of a Help Desk and a Network and Video Operation Center will also be within the scope of the Task Orders.

Applicable Documents The following documents provide specifications, standards, or guidelines that must be complied with in order to meet the requirements of this acquisition:

DHS Acquisition Directive D-102-01 DHS Guidebook, 102-01-103-01, Systems Engineering Lifecycle Guidebook Instruction Manual 102-01-004-01, DHS Agile Development and Delivery for Information technology Guidebook Government Accountability Office, Schedule Assessment Guide.

FEMA Program Management Office Standard Operating Procedures Compliance Documents The contractor shall comply with and provide deliverables in accordance with technical and functional performance criteria mentioned in these applicable documents/constraints:

· Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220);

· 36 CFR 1194.21 - Software Applications and Operating Systems, applies to all EIT software applications and operating systems procured or developed under this work statement including but not limited to GOTS and COTS software. In addition, this standard is to be applied to Web-based applications when needed to fulfill the functional performance criteria. This standard also applies to some Web based applications as described within 36 CFR 1194.22.

· 36 CFR 1194.22 - Web-based Intranet and Internet Information and Applications, applies to all Web-based deliverables, including documentation and reports procured or developed under this work statement. When any Web application uses a dynamic (non-static) interface, embeds custom user control(s), embeds video or multimedia, uses proprietary or technical approaches such as, but not limited to, Flash or Asynchronous JavaScript and XML (AJAX) then -1194.21 Software- standards also apply to fulfill functional performance criteria.

· 36 CFR 1194.23 - Telecommunications Products, applies to all telecommunications products including end-user interfaces such as telephones and non-end-user interfaces such as switches, circuits, etc. that are procured, developed or used by the Federal Government.

· 36 CFR 1194.24 - Video and Multimedia Products, applies to all video and multimedia products that are procured or developed under this work statement. Any video or multimedia presentation shall also comply with the software standards (1194.21) when the presentation is through the use of a Web or Software application interface having user controls available.

· 36 CFR 1194.25 - Self Contained, Closed Products, applies to all EIT products such as printers, copiers, fax machines, kiosks, etc. that are procured or developed under this work statement.

· 36 CFR 1194.31 - Functional Performance Criteria applies to all EIT deliverables regardless of delivery method. All EIT deliverable shall use technical standards, regardless of technology, to fulfill the functional performance criteria.

· 36 CFR 1194.41 - Information Documentation and Support, applies to all documents, reports, as well as help and support services. To ensure that documents and reports fulfill the required -1194.31 Functional Performance Criteria-, they shall comply with the technical standard associated with Web-based Intranet and Internet Information and Applications at a minimum. In addition, any help or support provided in this work statement that offer telephone support, such as, but not limited to, a help desk shall have the ability to transmit and receive messages using TTY.

Exceptions for this work statement have been determined by DHS and only the exceptions described herein may be applied. Any request for additional exceptions shall be sent to the Contracting Officer’ Representative (COR) and determination will be made in accordance with DHS MD 4010.2. DHS has identified the following exceptions that may apply:

· 36 CFR 1194.2(b) - (COTS/GOTS products), When procuring a product, each agency shall procure products which comply with the provisions in this part when such products are available in the commercial marketplace or when such products are developed in response to a Government solicitation. Agencies cannot claim a product as a whole is not commercially available because no product in the marketplace meets all the standards. If products are commercially available that meets some but not all of the standards, the agency shall procure the product that best meets the standards.

· When applying this standard, all procurements of EIT shall have documentation of market research that identify a list of products or services that first meet the agency business needs, and from that list of products or services, an analysis that the selected product met more of the accessibility requirements than the non-selected products as required by FAR 39.2. Any selection of a product or service that meets less accessibility standards due to a significant difficulty or expense shall only be permitted under an undue burden claim and requires approval from the DHS Office on Accessible Systems and Technology (OAST) in accordance with DHS MD 4010.2.

· 36 CFR 1194.3(b) - Incidental to Contract, all EIT that is exclusively owned and used by the contractor to fulfill this work statement does not require compliance with Section 508. This exception does not apply to any EIT deliverable, service or item that will be used by any Federal employee(s) or member(s) of the public. This exception only applies to those contractors assigned to fulfill the obligations of this work statement and for the purposes of this requirement, are not considered members of the public.

Reference Documents

· Executive Order (EO) 12472: Assignment of National Security and Emergency Preparedness Telecommunications Functions

· EO 13011 Federal Information Technology

· OMB Circular A-130, Management of Federal Information Resources

· POD 63, Critical Infrastructure Protection

· PL 107-296, Homeland Security Act

· PL 104-106, Information Technology Management Reform Act

· PL 103-63, Government Performance and Results Act

· PL 107-347, Federal Information Security Management Act I. PL 100-235, Computer Security Act of 1987

· PL 105-220, Rehabilitation Act

· DHS Management Directive (MD) 4300, DHS Information Security Program

· FEMA Risk Management Plan, TBD

· FEMA Configuration Management Plan, TBD

· DHS System Engineering Life Cycle (SELC) DHS Enterprise Architecture Compliance Enterprise Architecture (EA) - The contractor shall certify that all solutions and services meet DHS Enterprise Architecture policies, standards, and procedures. Specifically, the contractor shall comply with the following Homeland Security Enterprise Architecture (HLS EA) requirements:

· All developed solutions and requirements shall be compliant with the HLS EA.

· All IT hardware and software shall be compliant with the HLS EA Technical Reference Model (TRM) Standards and Products Profile.

· Description information for all data assets, information exchanges and data standards, whether adopted or developed, shall be submitted to the Enterprise Data Management Office (EDMO), a program office within the OCIO, for review, approval and insertion into the DHS Data Reference Model and Enterprise Architecture Information Repository

· Development of data assets, information exchanges and data standards will comply with the DHS Data Management Policy MD 103-01 and all data-related artifacts will be developed and validated according to DHS data management of architectural guidelines

· Applicability of Internet Protocol Version 6 (IPv6) to DHS-related components (networks, infrastructure, and applications) specific to individual acquisitions shall be in accordance with the DHS Enterprise Architecture (per OMB Memorandum M-05-22, August 2, 2005) regardless of whether the acquisition is for modification, upgrade, or replacement

· All EA-related component acquisitions shall be IPv6 compliant as defined in the U.S. Government Version 6 (USGv6) Profile (National Institute of Standards and Technology (NIST) Special Publication 500-267) and the corresponding declarations of conformance defined in the USGv6 Test Program.

SPECIFIC TASKS AND REQUIREMENTS

Functional Area 1 – Program/Project Management The Contractor will be expected to plan, execute, and manage the work described in this statement of work employing industry best practices for project and program management according to standards and methodologies published by the Project Management Institute or equivalent industry practices.

The Contractor shall appoint a full-time, dedicated Contractor Project Manager (PM) who shall be responsible for the accomplishment for all tasks to be performed under this SOW. The Contractor Project Manager shall be the principal interface for all matters relating to the execution of this SOW between the Contractor’s project team and the Contractor’s corporation; between the Contractor’s project team and the Government Program Manager and the FEMA Program Management Office (PMO); and between the Contractor’s project team and associated contractors and subcontractors for all matters relating to the execution of this SOW.

The Contractor shall establish a project team responsible for executing the total effort required by this SOW. This organization shall exhibit clear lines of authority, responsibility, and accountability of project authority among all organizational elements including Government, FEMA Contractor, and all subcontractors.

The Contractor shall establish a technical approach, organize resources, and establish and execute management controls to ensure cost, technical, and schedule requirements of this SOW are met.

The Contractor shall create a Project Management Plan (PMP) describing the scope, approach, schedule, work breakdown structure (WBS), resources, quality assurance, and management controls necessary to meet contract performance, schedule, and cost requirements. The PMP shall describe the Contractor’s project organization including all lines of authority and reporting relationships and further describe monitoring procedures, metrics, and corrective action procedures to be used to manage the project.

The Contractor shall implement procedures to monitor technical, cost, quality and schedule performance. The Contractor shall establish metrics to assess and report project status that will enable the Contractor to detect and predict deviations from the planned or required performance (cost, technical, quality, or schedule) in time to take corrective action.

The Contractor shall design and implement corrective action procedures to prevent, circumvent, or mitigate the impact of deviations from planned or required performance.

The Contractor shall participate in weekly or bi-weekly status meetings with the Government Program Manager and provide an agenda for those meetings. Meeting frequency shall be at the discretion of the Government Program Manager.

The Contractor shall prepare and deliver a Monthly Status Report and prepare a monthly status briefing. The Contractor shall attend a Monthly Status Review to be held on the second Tuesday of each month or at the discretion of the Government Program Manager.

The Contractor shall follow a FEMA Risk Management Plan.

The Contractor shall conduct continuing risk identification and assessment activities to identify any risks that may affect the contractor’s ability to meet its technical cost, and schedule objectives. The Contractor shall inform the Government Program Manager immediately upon identifying risks and shall address those risks and necessary mitigation strategies in the next scheduled status meeting and in the Monthly Status Reports and Briefings.

The Contractor shall follow the FEMA Configuration Management Plan.

The Contractor shall create, deliver, and maintain a WBS (either within the Project Management Plan or separately) at sufficient levels of detail to assess performance against schedule milestones and budgets. The Contractor shall deliver an initial WBS and subsequent updates as detail is added as work progresses.

The Contractor shall work with the Program Management Office team to help define and refine an Integrated Master Schedule (IMS) for O&M functions.

The Contractor shall participate in an Integrated Baseline Review (IBR) conducted by the Government Program Manager to be held usually within 90 days of contract award but not more than 180 days following contract award. The IBR will be scheduled by the FEMA Project Manager.

The Contractor shall perform Earned Value Management (EVM) tracking using a system conforming to the American National Standards Institute/Electronic Industry Association (ANSI/EIA) Standard 748-A, Earned Value Management Systems. For Agile work, the Contractor shall use Agile EVM.

The Contractor shall submit monthly Earned Value reports; Contract Performance Report (CPR), and the Contract Funds Status Report (CFSR). Alternatively, if the Contractor’s EVMS data collection tool is capable of generating raw data in ANSI Accredited Standards Committee (ASC) X12 format, the Contractor may substitute the transmission of this data for the submission of the EVM reports.

The Contractor shall utilize an existing FEMA Online Project Repository or develop, deploy, and maintain an Online Project Repository (e.g. SharePoint site) that allows the Contractor, Sub-contractor, Government Program Manager, government PMO, and other government contractor personnel to track the project schedule, assess status and risks, schedule events, and review documents and deliverables. The Contractor shall maintain this repository throughout the period of performance. Details will be provided in Task Order.

The Contractor shall follow the DHS Systems Engineering Lifecycle (SELC) (DHS Instruction Manual 102-01-001 Acquisition Management Instruction/Guidebook Appendix B System Engineering Life Cycle) and participate in the gate reviews specified by FEMA.

The Contractor shall participate in SELC phase gate reviews as specified by FEMA. The Contractor shall create gate review presentations summarizing the Contractor’s accomplishments in the previous SELC phase and deliver those presentations along with artifacts demonstrating previous phase accomplishments. The Contractor shall participate in each gate review and shall present the Contractor’s progress to the FEMA Lead Technical Authority conducting the review. The gate reviews applicable to the FEMA projects may include:

· System Definition Review (SDR)

· Critical Design Review (CDR)

· Integration Readiness Review (IRR)

· Test Readiness Review (TRR)

· Production Readiness Review (PRR)

· Operational Test Readiness Review (OTRR)

· Operational Readiness Review (ORR).

The Contractor may be required to purchase equipment, licenses or managed services to meet on unspecified requirements. FEMA CO approval will be required and a separate modification will be issued for these purchases or the equipment may be authorized under an Other Direct Costs (ODC) CLIN, if determined appropriate. All Contractor-acquired equipment subsequently becomes GFE as defined by the terms of the contract. NOTE: This requirement includes the procurement of any tagged items.

Transition Planning Transition Support The Contractor shall support DHS Government leads within the purview of this SOW with transition planning and transition plan execution, associated with meeting the agreed upon timeline for transition of SYSO&M support services from the incumbent Contractor to the Contractor awarded the current contract, as directed by the Government COR. This includes:

· Coordinating with Government representatives

· Reviewing, evaluating, and transition of current Contractor support services

· Transition of historical data to any new systems

· Ensuring that Contractor personnel receive all Government‐required training and follow all Government certification processes

· Receiving all necessary business and/or technical documentation

· Providing an orientation phase and program to introduce Government personnel and other users of SYSO&M services to the Contractor's team, tools, methodologies, business processes, equipment, etc.

· Receiving Government Furnished Equipment (GFE) and Government Furnished Information (GFI), and providing GFE inventory management assistance.

Incoming Transition The Contractor shall be responsible, under the direction of the Government, for active participation in the transitioning of SYSO&M services from the incumbent contractor and shall develop an Incoming Transition Plan that ensures that there is no degradation of services during the transition. A updated task order version of the Incoming Transition Plan is due ten (10) business days after the first task order award date.

The Incoming Transition Plan shall address the following elements as a minimum:

· Mobilization of the Contractor’s transition team

· Specific transition tasks to be executed and how they will be managed

· Principal transition team members by name, position, and responsibilities

· Risks to the transition effort and mitigation and contingency plans in the event the transition cannot be executed on schedule.

· The transition schedule in graphic format showing the timing, sequence and interdependencies of tasks. The transition schedule shall be supplemented by sufficient narrative.

Outgoing Transition The Contractor shall develop and submit an outgoing ninety (90) day Transition Plan, transitioning work from the Contractor to a successor Contractor or Government entity. This transition may be to a Government entity, another Contractor, or to the incumbent Contractor under a new contract. In accordance with the Government‐approved plan, the Contractor shall assist the Government in planning and implementing a complete transition from this contract to a successor Contractor. This shall include formal coordination with Government staff and successor Contractor staff and management. The ninety (90) day Transition Plan shall also include delivery of existing policies and procedures, and delivery of historical and current metrics and statistics. The Transition Plan shall be tailored to the requirement and may include, but not be limited to:

· Coordination with Government representatives

· Review, evaluation, and transition of current Contractor support services

· Transition of historical data to the successor Contractor’s system(s)

· Transition of Government‐approved Contractor training materials and certification process documentation

· Transfer of all necessary business and/or technical documentation including the operations, maintenance, and user manuals

· Transfer of compiled and un‐compiled source code, to include all versions, maintenance updates, and patches

· Transfer of GFE and GFI to the successor Contractor

· Transfer of the GFE inventory management system, all user and maintenance documentation, and current GFE information in the system to the successor Contractor

· Facilitation of applicable Government debriefings and personnel out‐processing procedures

· Turn‐in of all Government keys, identification and access cards, and security codes.

Program Management of Services The Contractor shall provide program management functions to manage servers, applications, devices, etc. from a business, technical, and contractual full lifecycle approach. Program Management should also be able to support project management tasks where contracts and task orders can be quickly established to complete special assignments including but not limited to hardware swap outs, moving a physical environment to a virtual environment, etc.

FEMA’s Telecommunications Program requires:

FEMA seeks subject matter expertise in telecommunications, project and program management support, lifecycle management, and evolving technologies. In addition, subject matter expertise in acquisition planning, financial analysis, obligation reconciliation, service ordering and provisioning, billing reconciliation and dispute, helpdesk and monitoring/tracking are the key areas requiring support. FEMA requires contract services for the following two overarching areas:

1. Technical – The Contractor shall assist FEMA with wireless, wire line, and satellite technologies acquisitions which support voice and data communications to meet those needs, and support to FEMA staff managing these technologies from contractual, and operational and maintenance perspectives. This includes 24 X 7 X 365 call center support for mobility Tier I and II help desk functionality, website maintenance, and NIOS systems operations and maintenance, performance monitoring, integration services, and support of major enterprise disaster and non-disaster assistance. This can also include system engineering support for technology refresh efforts, managing tasks and activities at the project level, and providing program management – centralized coordinated management of all related projects. Managing related projects as a program consolidates processes, resources, and deliverables to achieve requirements more effectively and efficiently and reduce risks associated with managing each project separately.

1. Business – The Contractor shall assist FEMA with financial and contract management including, but not limited to, telecommunications provisioning and procurement services, funding management, invoice and reconciliation management, service contract/agreement administration services, dispute management timely reports for accountability of assets, status of funds of telecommunications contracts, and audit and optimization. Also includes assisting in supporting FEMA disaster and non-disaster operations including invoicing, billing, payment, device and service ordering, delivery processes, standardized reporting, auditing, and asset management. Additional tasks include compilation of data and system entry for input into, but not limited to, the DHS & FEMA applications such as Information Management System (IMS), Acquisition Planning Forecast System (APFS), Enterprise Coordination Approvals and Processing System (eCAPs), Integrated Financial Management Information System (IFMIS) and New Periodic Reporting System (nPRS) for the OMB-300 IT dashboard.

The Contractor shall be proficient in other functional areas including market research for acquisitions, business and enterprise planning, budgeting, space and facility management, DHS and FEMA IT security requirements, supply chain management, and training. This knowledge and experience will enhance the Contractor’s ability to provide support in program/project management, operations support, systems engineering and lifecycle management, and the evolving technologies lab, the mobility environment as well as wireline and satellite program for FEMA.

Reporting The Contractor shall provide system data and information to engineering teams for performance and capacity planning on a monthly basis.

The Contractor shall record and maintain an audit trail of all system administration activities in accordance with DHS Security policy. The Contractor shall perform and report on release configuration audits, release documentation, release testing, release implementation, verification of operation, and monitoring of initial performance to ensure operability within the operations and maintenance environment.

The Contractor shall present a daily incident (Incident/Degradation Services/Outage) report, which will be subsequently rolled up into a weekly, a monthly, a quarterly and yearly incident report/summary.

The daily incident report will include items such as number of incidents reported, number of incidents resolved, number of incidents still open (and their status towards resolution which should also include information about systems and stakeholders currently affected by the unresolved incident) and the severity level of the incidents. The purpose of this daily incident report is to be presented and reviewed during the daily operations stand up/status meeting with an emphasis on the unresolved incidents.

The Incident/Degradation Services/Outage Reports at a minimum shall contain:

· Service(s) Impacted

· Application/System/Server(s) Impacted

· Start time

· Detected by

· Service restored

· Duration (minutes) The Contractor shall keep track of and report on the availability of major systems as defined by FEMA using the real-time NetIQ monitoring tool. This NetIQ tool will indicate the up/down status of major systems, and also the running uptime average i.e. for the past month or quarter of the major systems. The reports will be made available to authorized FEMA stakeholders.

The Contractor shall present a weekly capacity management report. This will report on the status and resource availability of various system resource pools across the FEMA. The Capacity Management Report shall report on capacity available for network bandwidth (broken out by backbone links and external connections), storage, CPUs available, server capacity available, etc.

All the information presented in the Capacity Management Reports shall also be available via a browser based dashboard that authorized FEMA stakeholders can access.

Functional Area 2: Information Technology System Operations and Maintenance Information Technology System O&M is responsible for ensuring that all of FEMA’s systems are secure, highly available, and operational. This includes providing support for the shared applications and technical services as well as the system software, middleware, IS infrastructure, networks, data centers, custom applications, system administration, database administration, telephony and business continuity. Detailed deliverable requirements and schedules will be provided in individual task orders.

Hardware and Software Maintenance The Contractor shall maintain, provide updates to and/or create procedures and documentation for maintaining all FEMA hardware and software. The Contractor shall perform full‐scope administration, management, and configuration, patching, upgrades and optimization of FEMA devices, application systems, and servers.

The Contractor shall provide hardware installation, support and administration for hardware systems across FEMA. This includes Central Processing Units (CPUs), memory, storage and other ancillary/peripheral devices, and includes, but is not limited to, maintenance, upgrades, security patching, firmware or software updates, reconfiguration, moves/adds/changes, troubleshooting, repair, correction of faults, performance improvements or other attributes, adaptation to a changing environment, anticipation of problems, and performance of preventive maintenance, install or modify network security elements, tools, and other systems as required to maintain optimal coverage and performance, as approved by the Government POC. The Contractor shall provide this support on a timely basis as defined in the individual task order.

The Contractor shall provide software installation, support and administration for software systems across FEMA (both in the Continental United States (CONUS) and outside the Continental United States (OCONUS)) which may include virtual and physical systems including data centers. This support includes maintenance, modification and configuration of software systems or components to correct faults, improve performance or other attributes; adapt to a changed environment or maintenance activities focused on anticipated problems, or preventive maintenance. The Contractor shall perform full‐scope administration, management, and configuration, security patching, upgrades and optimization of FEMA tools, devices and application systems, servers. The software support and administration applies to commercial products including, but is not limited to operating systems, browsers, productivity software, etc. The software support and administration also includes custom developed software, Government-Off-the-Shelf software (GOTS), etc. The Contractor shall adhere to the work hours defined in the individual Task Order.

The Contractor shall provide Application Server Administration which may include but not limited to documenting application and web site installation or configuration procedures (as needed), deployment and testing of new web applications, implement updates, upgrades, and patches in a timely matter, etc. Additional tasks will be provided in individual task orders.

The Contractor shall maintain existing and develop new procedures (as needed), specification and standards to achieve and support a stable systems environment, conduct data analysis, and perform reviews to assess issues and offer recommendations. Additional detailed deliverable requirements and schedules will be provided in individual task orders. The Contractor shall submit the required documentation to the government lead.

The Contractor shall meet the performance standard (acceptable quality level) by responding to inquiries and informing customers of the expected repair time according to expected time defined in the Service Level Agreement (SLA) contract.

The Contractor shall support the disposal of all systems in accordance with DHS and FEMA policies.

Agile Approaches The tasks identified in the following section describe the work that will occur in order to accomplish FEMA policies and guidance adopting the use of Agile approaches, such as Scrum, Kanban, and DevOps, and use of cloud services to support the IT development pipeline. FEMA is evolving its policies and guidance in the use of rapid application development technoplogies such as Agile.

The Contractor may participate in a team-based Agile environment for the tranisiton to or in support of O&M activities. The Contractor may work alongside other teams of FEMA Contractors and federal employees to accomplish projects as assigned by FEMA. There may be Agile teams from several Contractors working in a collaborative environment where new FEMA application development and sustainment of existing systems takes place. These development and sustainment teams will work with teams responsible for architecture, design, processes and practices (methodology), continuous integration and continuous delivery, testing, quality assurance and training development for fielded capabilities.

Agile - General Tasks The Contractor shall provide Agile teams for the purpose of maintaining selected FEMA systems. The Contractors’ work shall conform to the architecture, design, and Agile processes provided by the FEMA through its SELC.

The Contractor shall maintain, manage, operate, and sustain supporting services and architectural solutions as part of agile sustainment. This includes adjusting to and meeting changing FEMA requirements and expectations. The Contractors’ approach and services solutions should be flexible and open to allow for such FEMA requests.

The Contractor’sAgile teams will follow the Agile software development methods based on iterative and incremental development, where requirements and solutions evolve through collaboration between self-organizing, cross-functional teams. The Contractor shall field resources capable of executing Agile approaches which will execute through adaptive planning, evolutionary development and delivery, time-boxed iterative approaches, and processes that encourage rapid and flexible response to change.

The Contractor shall coordinate efforts with the FEMA and other FEMA contractors that are assigned technical and management responsibilities for FEMA mission areas and systems.

The Contractors shall organize, direct and coordinate planning and execution of all task activities. The Contractors shall manage all Contractor resources and supervise all Contractor staff in the performance of work on this task order. Each of the Contractors teams shall include a scrum master. The Contractor shall manage and coordinate its team(s) on a day-to-day basis and ensure plans are communicated to team members. The Contractor must ensure that the health and progress against those plans are adequately reported to the FEMA Project Manager.

Transparency in Agile product development shall be maintained with data so that user stories, defects, and tasks and their status are available to stakeholders. FEMA will provide guidance on tools, reports, and formats. The Contractor will use task boards, MS SharePoint sites, meetings, and demos to share information and report progress. The Contractor shall refrain from using proprietary tools that a product owner, who is a federal employee, cannot access.

Agile Software Code Maintenance Code maintenance tasks involve changes to software code, whether the code is modified by the Contractor directly or through third party vendors, such as for COTS upgrades. Code maintenance activities are categorized as corrective, adaptive, or relevance, as described below:

· Corrective Maintenance: Correct software failures, performance failures, and implementation failures that result from design errors, logic errors, and coding errors.

· Adaptive Maintenance: Upgrade or convert the application as a result of changes in the operating environment.

· Relevance Maintenance: Accommodate new or changed user requirements or to increase the application performance or enhance its user interface.

The Contractors shall perform the full suite of code maintenance tasks using Agile methodologies, including, but not limited to: participating in creating user stories for both business functionality, technical requirements and defining acceptance criteria; estimating the size of stories; solution design; development; and testing.

The Contractor shall collaborate with stakeholders, other FEMA contractors, and third party vendors throughout system integration, performance, security, system acceptance, user acceptance, usability, and test and evaluation reporting. The Contractor shall document each aspect of the development process, report outcomes and forecasts, document developing epics, user story features, release trains and other agile artifacts.

The Contractor shall work with the FEMA PMO and stakeholders to analyze data, complexity, and risks to ensure identification during the planning process.