DRAFT_Attachment_J.9_DRAFT_Task_Order__1_SDAM_v1_3.docx

DRAFT Operations and Maintenance (O&M) Task Order #1 HSFE30-16-R-0009

U.S. DEPARTMENT OF HOMELAND SECURITY

Federal Emergency Management Agency

Office of the Chief Information Officer Service Operations Division Service Delivery Branch Operations and Maintenance Task Order

Performance Work Statement April 5, 2016 Version 1.3

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

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

FEMA OCIO Service Operations Division Service Delivery Branch – Task Order Performance Work Statement (PWS)

Department of Homeland Security (DHS) Federal Emergency Management Agency (FEMA) O&M Task Order – OCIO/Service Operations/SDAM Branch O&M IDIQ Contract # TBD 03/28/2016

Task Order Title: Service Delivery Branch O&M Services Task Order #:

Functional Area: 2 COR:

Funding: Ceiling:

1. PROJECT TITLE:

Technical support services for the Federal Emergency Management Agency (FEMA) enterprise information technology (IT) production system environment.

2. BACKGROUND:

This Performance Work Statement (PWS) encompasses the operations and maintenance of the FEMA production environment information management systems and services. The scope of these systems and services includes a large array of complex mission support systems, general services, business support systems and networks that are necessary to support the Agency mission. The intent of this PWS is execution of a task order under the new FEMA Operations & Maintenance (O&M) IDIQ Contract pillar to support all FEMA applications and hardware systems currently maintained by the Information Technology, Service Operations, Systems, Database, & Applications Management (SDAM) Branch.

3. SCOPE:

FEMA requires a full set of operation, maintenance, sustainment and production support services for a wide variety of applications, enterprise solutions and communications networks. In support of these services, the tasks performed under this PWS will include systems supporting all FEMA organizational entities.

4. APPLICABLE DOCUMENTS:

· ACCESSIBILITY REQUIREMENTS (SECTION 508):

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use electronic and information technology, they must ensure that it is accessible to people with disabilities. Federal employees and members of the public who have disabilities must have equal access to and use of information and data that is comparable to that enjoyed by non-disabled Federal employees and members of the public.

All Electronic and Information Technology (EIT) deliverables within this work statement shall comply with the applicable technical and functional performance criteria of Section 508 unless exempt. Specifically, the following applicable standards have been identified:

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, Government off-the-shelf (GOTS) and commercial off-the-shelf (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 1194.31 – Functional Performance Criteria applies to all EIT deliverables regardless of delivery method. All EIT deliverables 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 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 if not commercially available because not all products in the marketplace meet every standard. If products are commercially available that meets some but not all of the standards, the agency must 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 of the selected product illustrating it 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, and are not considered members of the public.

36 CFR 1194.3(f) – Back Office, applies to any EIT item that will be located in spaces frequented only by service personnel for maintenance, repair, or FEMA monitoring of equipment. This exception does not include remote user interfaces that are accessible outside the enclosed “space”.

All tasks for testing of functional and/or technical requirements must include specific testing for Section 508 compliance, and must use DHS Office of Accessible Systems and Technology approved testing methods and tools. For information about approved testing methods and tools send an email to Alan.Adrian@fema.dhs.gov .

5. DHS ENTERPRISE ARCHITECTURE COMPLIANCE:

All solutions and services shall meet DHS Enterprise Architecture policies, standards, and procedures. Specifically, the contractor shall comply with the following 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) 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 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.

6. PERFORMANCE REQUIREMENTS: The Contractor shall provide day-to-day system, application and database administration (DBA). Day-to-day support shall be provided primarily during normal 8 hour days. The Contractor shall also provide on-call support during non-duty hours for emergency operation support consistent with the monthly level of effort defined in the Task Order. This is generally defined as a maximum of 156 hours per month unless otherwise noted for a specific sub-task. As needed overtime or outside normal business hours support may be required and must be approved by the Task Manager or sub Task Manager, as appropriate.

6.1 Task 1 - Tier II support (Functional Area 2 on O&M IDIQ)

The Contractor shall provide end-to-end operational support for all systems, databases, enterprise components and networks used in the FEMA enterprise environment. As the mission and business requirements of the Agency are periodically changing, the Contractor shall expand and contract the support services consistent with the demand and service level requirements.

The Contractor shall perform support of hardware, software, application and database installation, integration, maintenance and optimization for the current application and service inventory that includes, but not limited to, the following platforms and solutions:

· Microsoft Windows Server

· Red Hat Linux Server

· HP UNIX

· Microsoft Active Directory

· Microsoft Exchange

· Microsoft SharePoint

· Microsoft SQL Server

· HP Insight Manager

· Oracle Grid Control

· Service Oriented Architecture - SOA

· NetIQ AppManager

· Sybase PowerBuilder

· BMC Remedy Product Suite

· What’s Up Gold Product Suite

· Microsoft System Center Server Management

· Microsoft PowerShell

· Cloud Management Technologies

· PVCS Version Manager

· ArcServe Backup

· Web Servers - - IIS, Apache, TomCat

· Manhattan Assoc Warehouse Management and Trading Partner products

· JBoss Application Server

· Software AG’s webMethods Integration Broker

· Shareplex

· Goldengate

· These support activities shall include:

· Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

· Perform regular file archival and purge as necessary.

· Provide Tier II support per request from various constituencies.

· The active monitoring and management of all services.

· Performing remedial actions to address issues and outages.

· Identify and delete expired user accounts.

· Remedial and support activities of all FEMA user authentication services.

· Monitor the systems event logs for security violations and system services failures.

· Assist in the resolution of component, system, and/or site outages.

· Minimize system down time.

· Assist in the planning, scheduling, and execution of preventative maintenance.

· Evaluate system enhancements and patches for implementation in the production environment.

· Assist in the preparation and tracking of all system change requests with the FEMA and DHS Configuration Management processes.

· Perform system back-ups and restorations on systems supported by the IT Operations Service Delivery group.

· Assist in the remediation of Notice of Recommendations (NFR’s) affecting current systems within the FEMA.NET domain as identified in the IG audit findings.

· Assist in the preparation and review of Service Level Agreements (SLA’s) between IT Operations Service Delivery and the various system owners supported to ensure customer needs are met.

The following diagram depicts the standard system architecture of a complete FEMA production environment.

6.2 Task 2 - SOA architecture support services (Functional Area 2 on O&M IDIQ):

FEMA requires the services and skill sets of Service Oriented Architectures (SOA) Engineers to provide technical production support.

· Assist Government Sponsors in transformation to effective service-oriented architectures and distributed system architectures. Provide senior technical personnel with an understanding of overall transformational efforts, programs, and initiatives and promote FEMA transformation efforts.

· Convey enterprise architectures, technical alternatives, briefs and white papers to support decision-making by senior executive personnel. Assess architectural attributes, such as service provider reliability, redundancy, availability, and survivability.

· Manage, communicate, and contribute to engineering trade-off analysis and feasibility studies, proof-of-concept prototypes to explore technical implementation options and issues, engineering reviews, technical design and implementation in support of the FEMA transformation efforts. Must apply knowledge, skills and experiences with managing and/or overseeing large, complex projects that have numerous interdependencies and interface requirements.

· Contribute to program management, policies, and direction for distributed business and system architectures and processes in a service-oriented environment.

· Perform research and technical analysis as required such as technical feasibility of proposals, technical assessments, and assessments of business and operational process models.

· Provide support and monitoring of Web Services, messaging and other related technologies.

· Review and perform application releases/changes for production critical applications.

· Assist in Application server performance tuning (system and application level.

· Evaluate and support application servers/database migration/upgrade efforts.

6.3 Task 3 - Enterprise database support services (Functional Area 2 on O&M IDIQ):

The Contractor shall provide active support for all database environments and databases used in the FEMA enterprise environment to include:

· Support of all database system components and subsystems.

· Support for all of external database interfaces with applications and services.

· Maintaining database systems to comply with vendor maintenance and security patches recommendations.

· Performance tuning to optimize database system performance.

· Coordinate and perform enterprise-wide database enhancement, upgrades and maintenance effort.

· Provide Oracle 10g and higher administration through Oracle Grid.

· Database replication to include: advanced replication, SharePlex or Goldengate, and Data Guard technologies.

· Provide support for Notice of Findings and Records (NFR remediation/IG audits) of financial databases.

· Provide Support in each of the following areas:Oracle RMAN/OSB

· RAC Clustered environments

· Virtual Databases

· Oracle 10g and higher

· SharepPlex/Goldengate

· Data Guard

· Advanced Replication

· Oracle Grid

· Oracle Enterprise Manager

· New Database technology in Cloud environments

6.4 Task 4 - Enterprise hardware support services (Functional Area 2 on O&M IDIQ):

The Contractor shall provide FEMA with ongoing operational support for problem resolution and 4-hour response, on-site hardware maintenance and software support for on-call response and software upgrades and overall IT health management.

· Assist in the implementation and support of HP and other vendor hardware and software elements of the FEMA Programs.

· Assist FEMA to upgrade and maintain the latest version of HP System Insight Manager on all ProLiant servers and assist in automating the hardware/software updates for the various HP/Compaq platforms within the FEMA environment.

· Assist FEMA with the development of HP Systems Insight Manager reporting procedures.

· Assist in obtaining the newest version of firmware for all FEMA HP server and printer hardware systems.

· Assist FEMA in utilizing the HP Smart Start Scripting Toolkit to automate the hardware configuration settings for each of the HP server platforms.

· Provide best methodology for the installation of the firmware and bios version on the FEMA/HP hardware.

· Provide configuration design and setup of HP hardware for server and printers.

· Review and evaluate technical projects as directed by the FEMA COR and make recommendations for streamlining, improvement, problem, solution, efficiency gains, etc. as appropriate.

· Coordination of system upgrades with FEMA staff and its contractors.

· Diagnose highly complex system failures to isolate the source of problems between hardware components, system software and application problems.

· In-depth analysis of highly complex hardware system problems.

· Assist in system back-up, restore, and tape rotation processes.

6.5 Task 5 – System deployment (Functional Area 2 on the O&M IDIQ) The Contractor shall support the FEMA Production environment with occasional support to the Test Data Lab. This support is normally provided during normal work hours.

In addition, the Contractor shall support any new system deployments and systems enhancement rollouts to the production and test environments.

Based on these objectives, the contractor shall provide overall project management consistent with the Statement of Work. The contractor shall supply the necessary support for the preparation, packaging and distribution of documentation products. The- contractor shall prepare presentations that describe project status overviews and summaries.

6.6 Task 6 – Transition Plan, Knowledge Transfer and Schedule (Functional Area 1 on the

O&M IDIQ):

The Contractor shall work with the FEMA Contracting Officer Representative (COR) to assist and prepare a final transition plan and contractor staff and/or functional final transition plan and schedule to the FEMA O&M Task Order, with the goal to minimize any loss of system knowledge and information processes performed by the incumbent contractor staff.

Informal review meetings will be held between contract staff and key FEMA personnel as required. The frequency is determined by task demands and objectives, and is set at the discretion of FEMA Contracting Officer’s Representative (COR).

The Contractor shall be responsible for all services to ensure that a smooth transition of services performed by the incumbent Contractor occurs in addition to all services associated with transitioning services to the succeeding Contractor at the end of this task order. Transition services will include, but are not limited to:

Risk planning documentation that will detail the following information pertaining to the overall transition:

· Contractor’s detailed plans for accomplishing the timely transition of all equipment, knowledge, documentation, and services from the incumbent contractor;

· What actions will be taken to ensure service will not be lost ;

· How equipment and services will be provided in the event of an emergency if it should occur during the transition period;

· Transition Management Plan – Should include objectives, methodology, security controls, priorities, total user population, schedule, and problem resolution;

· Transition Management Team – Identify key Contractor staff that will be responsible for managing the transition;

· Communications management during the transition;

· Technical and management plans for providing surge/disaster response (delivered within 24 to 48 hours) during transition; and

· Risk mitigation strategies to maintain service and recover from disaster or damage.

· Operational Realignment and Cross-functional Placement:

· The contractor shall be functionally aligned to the FEMA CIO/ITD organization and support changes in functional assignment as may be directed by the Government to all for optimized resource assignments. In this manner, some resources may be assigned from the Service Delivery Section to other parts of the Service Operations Branch. This does not change any of the skills or support requirements and will allow the Government to adjust to changing IT service models and improved service delivery.

6.7 Task 7 - Production Environment Statistics and Reporting (O&M IDIQ - Functional Area 1)

· The contractor shall provide production environment statistics grouped by system over a period of time, this period of time could be a month to a year.

· These statistics should provide normal operating environment (CPU utilization, Memory Utilization, Storage Utilization to mention a few) as well as Processes and tasks associated with this environment that are integral and critical to the organization's productivity and operational stability.

6.8 Task 8 - FEMA Systems Development, Integration, & Operation (O&M IDIQ – Functional Area 2):

The contractor shall support and work with the various development organizations and contractors to provide system engineering and life cycle support from cradle to grave for all legacy systems and new systems that are produced and submitted for production. This will require supporting an integrated view of all systems and sustainment requirements and interfacing with the developer for break fix and performance issues, System Engineering for testing and evaluating systems and code changes prior to deployment and assisting with the migration of systems and code deployments to the legacy or new data center managed service architecture.

The contractor shall provide teams with knowledge and expertise to support the full system engineering life cycle (SELC) integration, operations and maintenance support for each of the major enterprise disaster assistance modules/systems to include:

· Requirements analysis

· Planning, designing and implementing application systems and information infrastructures

· Implementing, extending and customizing modules for return on investment

· Integrating software and hardware components

· Enterprise application integration

· Change management using FEMA’s System Change Request process (SCRs)

· Knowledge transfer

· Legacy management and web enablement services

· Ongoing systems and applications management and maintenance

· Preparing functional descriptions of NEMIS modules and Data Model documents.

· Developing system interfaces with other FEMA systems, and other Federal Agencies' systems including but not limited to:

· Web Integrated Financial Management Information System (webIFMIS)

· Automated Deployment Database (ADD)

· FEMA Operations Center (FOC)

· Individual And Household Program (IHP) formerly Individual Family Grant (IFG) system

· Farm Service Agency (FSA) system

· Small Business Administration (SBA)

· Deployment Tracking System (DTS)

6.9 Task 9 - Data Centers Support and Monitoring (O&M IDIQ - Functional Area 2):

· The contractor will work with FEMA Datacenter management (DCM team) on a partnership basis to make sure FEMA selected systems have smooth transition to DHS Datacenter 1(DC1) or DHS Datacenter 2 (DC2).

· DHS has mandated that all FEMA production selected systems be migrated to DC2 and all Disaster Recovery as well as Continuity of operations COOP site be at DC1.

· IT Operations plays a significant role on the DHS data centers because we provide a specific level of Operations and Maintenance (O&M) for each system migrated to DHS data centers. We also provide the verifications and validation of all our servers hosted at these locations.

· Additionally, we need personnel with knowledge and experience with virtualization of FEMA platforms. In this paradigm, a virtualization platform in our Datacenter 2 (DC2), whether provided by VMware, Microsoft, Red Hat or others, provides a hardware abstraction layer that enables an administrator full control over their hardware. All virtualization platforms at DC2 and other FEMA datacenters allow for hardware resources to be dynamically distributed among multiple concurrently running Virtual Machines (VM).

· FEMA already has numerous systems either in a private Cloud or larger government approved Cloud technology such as FedRAMP. Thus we have the need for expertise in Cloud Management and these overarching technologies.

· Access for this requirement may require all or some of the following access security clearances: TS, and TS SCI.

· FEMA helps support DataCenters located in several locations around the country. These include DataCenter1 (DC1) in Mississippi and DataCenter2 (DC2) in Southern Virginia. FEMA also supports numerous servers and systems running at Mt. Weather in Virginia. These 3 DataCenters house the vast majority of FEMA enterprise level systems and personnel supporting FEMA servers and systems should be fully aware and trained in supporting large systems running in large DataCenters. This includes but is not limited to Disaster Recovery, Backup and Recovery, SAN technologies, Recover Point, Load Balancer and Firewall technology and other similar items normally associated with large datacenters. Many of FEMA’s current efforts involve moving systems into these datacenter but also setting up Disaster Recovery (DR) between these large datacenters.

ITIL Framework Implementation:

· The contractor shall be knowledgeable of the Information Technology Infrastructure Library (ITIL) framework. FEMA IT has adopted ITIL framework for the delivery of services provided to our customers.

· The contractor shall be certified in ITIL Version 3.

· Additionally, FEMA interface with DHS data centers is based on the ITIL process suite architecture including Incident Management, Change management, Configuration management, IT asset management and security management.

6.10 Task 10 – Emergency support, monitoring and service (O& M IDIQ - Optional Requirements) :

· Operational Production System Monitoring and Service:

The contractor will propose a labor rate for 24/7 multiple shift coverage for all skills sets and the additional hours necessary if tasked by the Government for this level of coverage. As needed overtime or outside normal business hours support may be required and must be approved by the Task Manager or sub Task Manager, as appropriate.

· Emergency Support during Disasters FEMA requires that disaster support take precedence over all other contractor work. Contractor personnel are required to respond and work 24 X 7 in support of special system enhancements to adjust the system to support the characteristics of a particular disaster.

Contractors may be called upon 24x7 to provide support so that existing resources are deployed to perform direct activities associated with disaster surges. The contractor personnel needed to support disaster requirements will be shifted from the support teams described above in order to provide support for Disaster Assistance Systems, Service Operations, or field assignments.

FEMA’s mission, operating environment, and resource constraints dictate a high degree of flexibility for setting priorities and direction of contractor work. As result, FEMA requires a high degree of flexibility and responsiveness from contractor support in order to meet mission requirements.

When disasters occur, many FEMA staff that work with the contractor supporting requirements definition, review of output, and system/subsystem testing, are immediately deployed for unspecified periods of a few days to several weeks.

The number of contractor personnel reallocated during emergencies to support 24 X 7 emergency field operations is dependent upon the size of the disaster.

Access for this requirement may require all or some of the following access: TS and SCI.

Unplanned, short response, high priority work is often required to support integration and cooperative development with associate contractors that FEMA chooses to use.

As required by the COR, from time to time, the contractor may also be tasked to provide higher level Oracle consultants, or other consultants and technical experts that may be required by FEMA to support disaster systems, legacy systems, proprietary products or other FEMA disaster related requirements.

6.11 Task 11 - ViewStar Vendor Tier III Support (O&M IDIQ - Functional Area 2):

· FEMA is still supporting the legacy product ViewStar which is used in Document control and retrieval of these documents via “InfoStor at Work” and other parts of the ViewStar 5.2 platform. FEMA still needs a limited number of hours of Tier III (engineering level) support of ViewStar when we run into problems beyond our ViewStar knowledge or when ViewStar support is needed because of other changes in our environment. Require one ViewStar Engineer with at least 10 years of ViewStar experience that can support FEMA at the Tier III level. The total number of hours needed for this support per year is approximately 480.

6.12 Task 12 - NetIQ Tier II Support (or equivalent system monitoring tools) (O&M IDIQ - Functional Area 2) :

· FEMA has a current implementation of NetIQ AppManager 8 and will need NetIQ expertise to Operate and Maintain FEMA current NetIQ AppManager 8 environment.

· The contractor will be responsible for the following NetIQ tasks at the very least.

· Monitor over 450 servers using NetIQ AppManager 8

· This includes setup of new jobs, notifications and monthly SLA reporting

· Monitor 450 Linux and Windows systems with baseline policies

· Provide knowledge transfer and training to the staff.

· Continually improve current NetIQ environment to make O&M proactive

· Use NetIQ reports to provide System details to customers

· Recommend enhancements to FEMA Service Operations staff

6.13 Task 13 - Classified System Support (O&M IDIQ - Functional Area 2) :

FEMA requires information technology support in areas that require a Top Secret clearance for entry. FEMA may also require the contractor to generate or receive classified databases, drawings, or other documents regarding FEMA systems and networks. Any classified material generated or received by the contractor shall be stored on FEMA property in locations designated by the FEMA Contracting Officer's Representative (COR). Top Secret clearance will be required for a large number of people to obtain an elevated privilege account and it will be requested by the COR.

Access for this requirement may require all or some of the following access: TS and SCI.

7. PERFORMANCE STANDARDS:

7.1 Task order management:

Management of this task will be performed by the assigned FEMA Contracting Officer’s Representative (COR). The COR will attend all Government and contractor meetings associated with this Task, and review product deliverables.

7.2 Personnel Management:

The COR will be responsible for assigned requirements and provide technical guidance to the Contractor to meet FEMA's mission. The Contractor Project Manager shall ensure that Contractor personnel perform professionally and provide deliverables in a timely comprehensible manner. The Contractor Project Manager will also ensure that Contractor employees are aware of, and understand and abide by FEMA established rules, regulations and practices.

8. DELIVERABLES AND DELIVERY SCHEDULE: The Contractor shall:

· Prepare Monthly Status Reports and deliver to the Task Monitor and copy to Contracting Officer’s Representative (COR) by the 15th of the following month. The Monthly Status Reports shall include work accomplished, significant events, problem areas, anticipated activities, as well as specific items defined in the milestones.

· All deliverables must meet normal professional standards. The contractor shall be responsible for delivering all end items in the task order request.

· Deliverables shall be delivered to the Contracting Officer’s Representative (COR), as noted above, in the following manner: On the due date, an electronic copy of the deliverable shall be delivered to the Task Monitor via transfer to the COR's directed common directory or as an attachment to Email. The copy for the Contracting Officer’s Representative (COR) will be delivered via E-mail or through commercial mail. FEMA's acknowledgement of receipt of deliverables may be accomplished via E-mail or hard copy. If a deliverable contains a non-electronic component, e.g. paper not in electronic media, the COR will direct the delivery handling of that component.

· The COR will have 15 work days to complete the review of each deliverable and accept or reject the deliverable in writing or E-mail. If deficiencies are discovered, the Government will provide in writing a description of all deficiencies to be corrected by the contractor. Corrections or updates to deliverables will be negotiated with the COTR.

9. TRAVEL and PER DEIM Travel may be required at the regional and national level to provide support and coordination of task requirements at the FEMA locations listed above. Travel may also be required at the regional and national level in disaster response and recovery operations. Included are installation of hardware/software and ad hoc user support. All authorized travel will be reimbursed based upon standard GSA travel regulations and charged via the monthly invoice on a cost reimbursement basis. Travel is dictated by the disaster activity and available staffing to meet the requirements. Funding will be provided at the time of the travel requirement. All travel must be approved in advance by the COR.

10. INVOICING

This task order for technical services shall be invoiced each month on Labor Hour Basis (Time and Materials Task Order). The Contractor shall provide a monthly report detailing, by name, by function and by project what the contractor staff supported during the billing period. The contractor Program Manager shall propose a 30 day transition schedule that will allow a transition from the current contract to the new O&M IDIQ Service Delivery task order, once awarded.

11. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION:

The Government will:

Provide Office space, desks, computers, printers, copies, phones, fax machines, orientation and overview. General standards of conduct and applicable policies and procedures will be provided to contractor personnel within one week of task initiation.

Arrange for access to Government sites, as needed, and will provide equipment required to perform assigned tasks as noted in the Statement of Work.

12. PLACE OF PERFORMANCE:

Tasks will be performed at the FEMA Mount Weather Emergency Operations Center (MWEOC), or at a temporary FEMA facility or location; at the Contractor facility/facilities but the majority of work will be performed at the FEMA MWEOC.

MWEOC Address:

Mount Weather Emergency Operations Center (MWEOC) 19844 Blue Ridge Mountain Rd., Bluemont, VA 20135

Hours of Work:

The contractor will provide coverage per work day, excluding lunch time, between the following hours: 6:00 a.m. – 6:00 p.m. The individual work schedules will be determined by the Task Order Monitor for the specific location.

13. Contractor Capabilities and Key Personnel:

The contractor is required to have advanced experience in high-level systems analysis, evaluation, design, integration, and implementation' of very complex applications that require a thorough knowledge of IT systems concepts. (Key Personnel Table)

Technical Subject Matter Specialist

Level II

Responsibilities:

Working under the general supervision of the systems & storage manager, the storage engineer will administer storage in an enterprise environment, train staff in complex topics, give presentations to internal audiences and interact with senior management; and schedule weekend on-call functions.

Requirements:

· Independent problem-solving, self-direction and documentation skills;

· Expert in all aspects of storage administration; for example, configuration of disk sub-systems, data migration, data protection and disk to disk backup/restore;

· A solid understanding of Linux-based operating systems and Windows Server operating system, and the storage utilities used by them;

· In-depth understanding of fiber channel and network-based storage concepts; working knowledge of zoning and redundancy, storage design concepts, and their implementation into the enterprise environment;

· Ability to write scripts in various administrative languages (PowerShell, Perl, VBScript, etc);

· Enterprise storage solution experience (SAN, NAS and direct-attached disk) in an open systems environment. Knowledge of hardware and software from key storage vendors (EMC, IBM, Brocade, McData, NetApp);

· Five years or more of storage administration experience;

· Two to five years of system administration experience;

· Strong interpersonal and communication skills; capable of writing purchase justifications;

· Two years of college or equivalent related education. A degree in computer science or a related field preferred.

Database Specialist Level III Responsibilities:

Provides database administration support for the FEMA enterprise database environment; manages complex Oracle replication jobs across the distributed systems; analyzes database related issues and provides accurate and rapid resolution; evaluates all systems for enhancements provided by developers and assesses impacts on system functions and the operational environment; provides expertise and advice on the day-to-day function of the production and test environments; acts as the liaison between the operational database administration and developmental database teams.

Requirements:

Master-

· 15 years of Oracle DBA experience in complex multi-site environment

· 5 years Advanced Replication, and or SharePlex/Goldengate, streams knowledge

· 3 years experience Linux and Windows OS in conjunction with performing DBA administration

· Large, Medium and Small deployment experience in reviewing code and implementing within production environment.

· SQL programming language

· Advanced RAC Cluster knowledge

· At least 2 years of experience with Linux/Windows OS in conjunction with performing DBA administration.

· Advanced troubleshooting experience resolving configuration issues, such as connectivity, DNS, oracle errors ** experience or education can substitute with having Bachelors, Master degree in programming or Oracle certifications to qualify for Master DBA

Database Specialist Level II Responsibilities:

Provides database administration support for the FEMA enterprise database environment; manages complex Oracle replication jobs across the distributed systems; analyzes database related issues and provides accurate and rapid resolution; evaluates all systems for enhancements provided by developers and assesses impacts on system functions and the operational environment; provides expertise and advice on the day-to-day function of the production and test environments; acts as the liaison between the operational database administration and developmental database teams.

Requirements:

Senior-

· 5-7 years of Oracle DBA experience in complex multi-site environment

· 3 years of experience upgrading/patching performing tuning etc. type functions

· At least 2 years of experience with Linux/Windows OS in conjunction with performing DBA administration.

· Advanced troubleshooting experience resolving configuration issues, such as connectivity, DNS, oracle errors ** experience or education can substitute with having Bachelors, Master degree in programming or Oracle certifications for Senior level DBA

System Analyst Level III Responsibilities:

Administer production servers in an enterprise environment; train staff in complex topics; interacts with senior management; analyzes system/application issues and provides accurate and rapid resolution; evaluates all systems for enhancements provided by developers and assesses impacts on system functions and the operational environment; provides expertise and advice on the day-to-day function of the production environment. This position requires experience with Application and/or OS support in Windows and Linux Red Hat environments, and Service Oriented Architecture (SOA).

Requirements:

· Independent problem-solving, self-direction and documentation skills;

· Expert in all aspects of server administration; for example, configuration of disk sub-systems, server operations and maintenance, server migration, server protection and disk to disk backup/restore;

· A solid understanding of Linux-based operating systems and Windows Server operating system, and the storage utilities used by them;

· Proficiency in Microsoft SharePoint administration, configuration and development

· Familiarity with SAN storage concepts ;

· Ability to write scripts in various administrative languages (Tk, Perl, VBScript, a shell);

· Enterprise storage solution knowledge (SAN, NAS and direct-attached disk) in an open systems environment. Knowledge of hardware and software from key storage vendors (EMC, IBM, HP);

· Advanced troubleshooting experience resolving configuration issues, such as connectivity, DNS, stopped services, web tier issues, etc;

· 15 or more years of administration experience in a complex multi-site environment;

· 7 or more years in Large, Medium, and Small deployment experience in reviewing code and implementing within a production environment;

· 3 years experience supporting a virtualized platform;

· Experience can be substituted with having a Master degree in Computer Science or a related field preferred.

System Analyst Level II Responsibilities:

Administer production servers in an enterprise environment; train staff in complex topics; interacts with senior management; analyzes system/application issues and provides accurate and rapid resolution; evaluates all systems for enhancements provided by developers and assesses impacts on system functions and the operational environment; provides expertise and advice on the day-to-day function of the production environment. This position requires experience with Applications and/or OS support in Windows and Linux Red Hat.

Requirements:

· Independent problem-solving, self-direction and documentation skills;

· Expert in all aspects of server administration; for example, configuration of disk sub-systems, server operations and maintenance, server migration, server protection and disk to disk backup/restore;

· A solid understanding of Linux-based operating systems and Windows Server operating system, and the storage utilities used by them;

· Proficient in Microsoft SharePoint administration and configuration.

· Familiarity with SAN storage concepts ;

· Ability to write scripts in various administrative languages (Tk, Perl, VBScript, a shell);

· Enterprise storage solution knowledge (SAN, NAS and direct-attached disk) in an open systems environment. Knowledge of hardware and software from key storage vendors (EMC, IBM, HP);

· Advanced troubleshooting experience resolving configuration issues, such as connectivity, DNS, stopped services, web tier issues, etc;

· 10 or more years of administration experience in a complex multi-site environment;

· 5 or more years in Large, Medium, and Small deployment experience in reviewing code and implementing within a production environment;

· 3 years experience with a virtualized production platform;

· Experience can be substituted with having a Bachelors or Master degree in Computer Science or a related field preferred.

Information Technology Consultant Level III Responsibilities:

Provides consultative support to FEMA customers to enhance the use and access of technology and information systems.

The incumbent has a varying level of responsibility for support information technology-based systems primarily in the areas of applications software, multimedia, database resources, and network support, but may include a moderate degree of hardware consultation and support. Positions in this classification will have responsibility for supporting administrative departments, needs, using available information technologies and resources.

The incumbent will have experience in the Service level agreements between Government agencies as well as Inter agency agreements. Strong knowledge of IT cost estimations and IT Operations management processes is require.

The Information Technology Consultant typically has a broad knowledge of multiple software and instructional/media technology applications, database systems and sources, and equipment types, but is not usually involved in design and systems analysis on an ongoing basis, which would require an in-depth knowledge of engineering or programming techniques.

Provides consultative support to FEMA customers to enhance the use and access of technology and information systems.

Requirements:

The core functions of the Information Technology Consultant are:

· Ability to apply consultative skills to assess user needs and provide appropriate support;

· Ability to estimate, manage, implement, deploy, and administer IT systems;

· Ability to implement infrastructure refreshment projects and capacity planning;

· Knowledge of information technology systems and/or applications, including FEMA critical systems and multimedia environments, access procedures, networks and/or databases;

· Ability to integrate multiple applications and/or systems;

· Proficiency using standard software packages;

· Ability to analyze data requirements and research data availability and access methods;

· Knowledge of data administration principles and techniques;

· Knowledge of network administration;

· Ability to coordinate and implement data exchanges and conversions;

· Knowledge of ITIL process and procedures;

· Demonstrated interpersonal and communication skills in working with users to interpret needs and provide appropriate solutions;

· Knowledge of statistical and/or research databases;

· Subject matter expertise in a specialized discipline or body of knowledge.

· 15 or more years of administration experience in a complex multi-site environment;

Experience can be substituted with having a Master degree in Computer Science or a related field preferred.

Information Technology Consultant Level II Responsibilities:

Provides consultative support to FEMA customers to enhance the use and access of technology and information systems.

The incumbent has a varying level of responsibility for support information technology-based systems primarily in the areas of applications software, multimedia, database resources, and network support, but may include a moderate degree of hardware consultation and support. Positions in this classification will have responsibility for supporting administrative departments, needs, using available information technologies and resources.

The incumbent will have experience in the Service level agreements between Government agencies as well as Inter agency agreements. Strong knowledge of IT cost estimations and IT Operations management processes is required.

The Information Technology Consultant typically has a broad knowledge of multiple software and instructional/media technology applications, database systems and sources, and equipment types, but is not usually involved in design and systems analysis on an ongoing basis, which would require an in-depth knowledge of engineering or programming techniques.

Provides consultative support to FEMA customers to enhance the use and access of technology and information systems.

Requirements:

The core functions of the Information Technology Consultant are:

· Ability to apply consultative skills to assess user needs and provide appropriate support;

· Experience of Service Level Agreements (SLA) and SLA reporting ;

· Knowledge of information technology systems and/or applications, including FEMA critical systems and multimedia environments, access procedures, networks and/or databases;

· Ability to integrate multiple applications and/or systems;

· Proficiency using standard software packages, to include Microsoft SharePoint

· Ability to analyze data requirements and research data availability and access methods;

· Knowledge of data administration principles and techniques;

· Knowledge of network administration;

· Ability to coordinate and implement data exchanges and conversions;

· Knowledge of ITIL process and procedures;

· Demonstrated interpersonal and communication skills in working with users to interpret needs and provide appropriate solutions;

· Knowledge of statistical and/or research databases;

· Subject matter expertise in a specialized discipline or body of knowledge.

· 10 or more years of administration experience in a complex multi-site environment;

Experience can be substituted with having a Bachelors or Master degree in Computer Science or a related field preferred.

Information Technology Consultant (SOA) Level II Responsibilities:

Working under the general supervision of the team lead for the ITOPIS. The Senior System Analyst programmer will administer production servers and disk storage in an enterprise environment, train staff in complex topics, interact with senior management; and schedule weekend on-call functions.