Attachment_J_-_CDS_Transition_Out_Plan.pdf

CDS Transition Out Plan

Version 1.0

March 20, 2017

Prepared by the IBM Risk MAP CDS Team

March 2017 For Official Use Only i

Table of Contents

1. Introduction

1.1 Purpose

1.2 Recommended Approach

2. Transition Organization Model and Governance

2.1 Transition Roles and Responsibilities

2.1.1 FEMA Responsibilities

2.1.2 IBM Responsibilities

2.1.3 Incoming Provider Responsibilities

2.2 FEMA Points of Contact for Risk MAP CDS Program

2.3 IBM Transition-Out Team Points of Contact

2.4 Ground Rules

3. Knowledge transfer methods

4. Delivery approach for each Risk MAP CDS Scope Area

4.1 General Transition Management

4.2 IT Systems/Applications

4.3 IT Hosting

4.4 MSC Operations

4.5 NFHL Data Management

4.6 Change Management and Outreach

4.7 LOMC Clearinghouse

4.8 Engineering Library

4.9 FMIX Contact Center

4.10 Facility Transitions

5. Transition Plan Monitoring

5.1 Knowledge Transfer Monitoring and Evaluation

Appendix A. CDS Systems List

March 2017 For Official Use Only 1

1. Introduction

The Federal Emergency Management Agency (FEMA) is planning for the contract transition for the FEMA Risk MAP CDS program. This Transition Out Plan identifies the activities and tasks needed for the IBM team to transition out smoothly at the end of the existing period of performance. This plan is written without knowledge of the solution planned by any incoming providers that FEMA may select. It is based on proven transition methodologies used by the IBM team on the most recent FEMA Risk MAP CDS program transition and leverages IBM’s existing depth of knowledge in all scope areas of the program as well as lessons learned from prior transitions.

1.1 Purpose

The purpose of this Transition Out Plan is to define the tasks and key knowledge transfer topics needed for a smooth transition out by the existing provider. It serves as a baseline set of recommendations on how to plan execute, monitor, and control all transition out activities anticipated without knowledge of the post-transition solution.

1.2 Recommended Approach

Based on past transition success with this and other FEMA programs, IBM recommends use of a proven transition methodology consisting of the following five stages: Awareness, Discovery, Planning, Execution, and Closeout.

1) Awareness Stage - During the Awareness stage, the team kicks off the transition effort, mobilizes the transition teams, and confirms the FEMA personnel, stakeholders, facilities, services, and systems that are to be transitioned from the current state to the proposed state.

2) Discovery Stage - During the Discovery stage, Team IBM works in conjunction with the incoming provider and FEMA to share detailed information about the specific services, processes, systems, and documentation. This stage allows the incoming provider to enhance and validate their understanding of the CDS program and activities and confirm their transition strategy relative to their solution

3) Planning Stage - Using the information gathered in the Discovery stage, Team IBM continues to collaborate with the incoming provider during the Planning stage to refine transition plans and standards for the successful transition of each CDS component, finalize the schedules to ensure continuity, and identify any additional tools required.

4) Execution Stage - During the Execution stage, the teams execute their respective transition activities for each major CDS scope area. Team IBM works closely with the incoming provider and FEMA to coordinate all transition out activities. Any potential impacts to the user and stakeholder community are communicated to minimize disruptions to CDS operations and stakeholders. By the end of the Execution Stage, the incoming provider has taken full responsibility for operations and delivery of each CDS scope area.

March 2017 For Official Use Only 2

5) Closeout Stage - During the Closeout stage, Team IBM recommends the review of a checklist of transition activities with FEMA and the incoming provider to obtain concurrence and formal sign off.

The duration of each stage for a given CDS scope area will likely vary depending on the magnitude of the scope and people involved in that area. FEMA, the incumbent, and the incoming provider must concur and sign off on completion of each stage before moving on to the next.

2. Transition Organization Model and Governance

The transition is a stand-alone project within the Risk MAP CDS program and it is recommended that IBM, FEMA, and any incoming provider identified each have Project Managers to facilitate the Transition Project. This model requires direct coordination between SMEs and Leads, with an escalation path that flows through the Transition Managers, Program Managers and Program

Executives as appropriate. The FEMA, IBM, and incoming provider transition managers will meet on a weekly or biweekly basis throughout the transition to evaluate progress and manage issues and risks.

2.1 Transition Roles and Responsibilities

Following are the proposed roles and responsibilities for FEMA, IBM, and incoming provider during the IT Support Services contractor transition.

2.1.1 FEMA Responsibilities

Role Responsibility

FEMA

Management

• Coordinate with IBM and incoming provider Delivery Executives on Transition strategy and planning

• Address risks and issues that cannot be resolved at the Transition Project

Manager level

FEMA CDS

Transition

Project

Manager

• Conduct weekly or bi-weekly meetings as needed with IBM and incoming provider Transition Project Managers to evaluate Transition progress and address risks/issues.

• Coordinate Knowledge Transfer to incoming provider as necessary for activities led by Government SMEs

FEMA Subject

Matter Experts

• Provide formal concurrence of Knowledge Transfer completion

2.1.2 IBM Responsibilities

Role Responsibility

Program

Manager

• Responsible for the execution of the Risk MAP CDS contract, including oversight of ongoing operations and maintenance

• Coordinate with FEMA Management and the incoming provider Delivery

Executive on Transition strategy and planning

• Address risks and issues that cannot be resolved at the Transition Project

Manager level

• Transition-Out resources that have completed KT activities

March 2017 For Official Use Only 3

Role Responsibility

Transition- Out

Project

Manager

• Coordinate with FEMA and incoming provider Transition Project Managers to manage and execute Transition activities

• Create detailed project plan for transition activities and KT sessions

• Coordinate with KT Scope Areas and SMEs to schedule KT prep materials and

KT sessions

• Identify and manage risks and issues with KT content and delivery

KT Scope Area

Leads

• Identify KT content to be transferred and execute KT activities

• Report progress, issues, and risks on KT activities to Transition-Out Project

Manager

SME’s • Execute KT activities

2.1.3 Incoming Provider Responsibilities

Role Responsibility

Program

Manager

• Coordinate with FEMA Management and the IBM Delivery Executive on Transition strategy and planning

• Address risks and issues that cannot be resolved at the Transition Project Manager level

Transition-In

Project

Manager

• Coordinate with FEMA and IBM Transition Project Managers to determine, manage and execute all Transition-In activities

• Identify resources to participate in transition activities

• Identify and manage risks and issues with KT content and delivery

Functional/

Technical

Leads

• Facilitate identification of resources to participate in KT activities

• Participate in KT activities within their domain area

• Report progress, issues, and risks on KT activities to Transition-In Project Manager

SME’s • Review KT session prerequisite materials

• Participate in KT activities in their areas of expertise

2.2 FEMA Points of Contact for Risk MAP CDS Program

Following are the FEMA points of contact for the Risk MAP CDS program:

Scope Area Supported Name Responsibility

Map Service Center (MSC) Paul Rooney Scope Area transition oversight

Engineering Library John Magnotti, Paul Rooney

Scope Area transition oversight

FMIX, LOMC

Clearinghouse

John Magnotti Scope Area transition oversight

Change Management and

Outreach

Sarah Devaney-Ice, John Magnotti, Joanne Neukirchen

Scope Area transition oversight, to include

Fema.gov and Drupal transitions

IT Systems, IT Hosting Joanne Neukirchen Scope Area transition oversight

NFHL Data Management Kimberly Pettit Operations Engineering Oversight

Hazus Jesse Rozelle, Andy Neal

Scope Area transition oversight

March 2017 For Official Use Only 4

Scope Area Supported Name Responsibility

Contracting Officer’s

Representative (COR)

Gene Luke, Lora Eskandary, Overall direction for specific work order on behalf of the Contracting Officer

Contracting Officer Barry Taylor Overall responsibility for contract. Authorized to take actions on behalf of the Government to amend, modify or deviate from the contract terms, conditions, and requirements

2.3 IBM Transition-Out Team Points of Contact

Following are points of contact for the IBM Transition-Out team:

Role Name Responsibility

Program Executive Responsible for achievement of overall cost, schedule, quality, and technical objectives

Program Manager Lead delivery of all project management.

Responsible for overall cost, schedule, quality, and technical objectives. Owns staffing decisions related to this effort.

Deputy PM –

Operations and Data

Supports PM and oversees all operational aspects of the CDS program

Deputy PM - IT Supports PM and oversees all IT elements of the

CDS program

IT Systems Manager Responsible for the schedule, scope, requirements, and risk management of the releases planned for delivering solutions and enhancements. Owns responsibility for delivering all release deliverables and artifacts.

Chief Architect Responsible for all IT architecture decisions to deliver solutions for Risk MAP CDS. Lead design, configuration and development of the IT solution.

Owns overall responsibility for the application

System Design Documents and all other design artifacts.

Transition-Out Project

Manager

Serve as overall Manager for Transition-Out project and facilitate coordination and tracking with

Transition-In Manager across teams

2.4 Ground Rules

FEMA, IBM, and incoming provider must execute this IT Support Systems contractor transition while continuing to execute daily Risk MAP CDS operations and perform unplanned activities such as hot fixes and expedited one-off requests. IBM proposes the following ground rules to facilitate execution of regular Risk MAP CDS operations during the transition:

• During job shadowing sessions, question and answer sessions will be managed to avoid inordinate interruptions to daily work activities. The purpose of job shadowing is for

March 2017 For Official Use Only 5 trainees to observe operations, take notes, and ask occasional questions if they can be immediately addressed.

• Trainees document questions or issues that are not immediately addressed in Knowledge

Transfer sessions. These questions and issues are consolidated by the Transition-In

Project Manager and reviewed during Transition Project Manager meetings to determine the best approach to address any questions and issues as mutually agreed upon.

3. Knowledge transfer methods

An effective transition requires multiple knowledge transfer methods that include overview sessions, deep-dive reviews, self-paced study, and job shadowing with access to SME’s for specific questions. While the incoming provider may propose other methods, based on past experience with successful FEMA project transitions, IBM suggests use of the following mix of knowledge transfer methods for this transition effort within each scope area:

• Overview Sessions – High level overview of Subject Area. These sessions are for up to 8 trainees in a conference room

• Deep Dive Sessions – Review of more detailed information. These sessions are for up to

2 trainees and are done in a small conference room or a desk. The sessions include session reference documents, whiteboarding, and code walkthroughs where appropriate

• Job Shadowing – One-on-one working sessions in which the trainee observes the work activities of the trainer directly at his/her desk in a planned, timed session.

• Train-the-Trainer – One-on-one training sessions to develop incoming provider SME’s that can then train new resources as they join the Risk MAP CDS team

• Question & Answer – Trainees may have additional questions after attending a

Knowledge Transfer Session. Trainee documents questions and forwards to Trainer via the Transition Managers. Trainer documents answers and schedules a follow up meeting with the Trainee via the Transition Managers.

An additional option for knowledge transfer is to identify selected IBM resources that remain accessible (e.g., by phone or on-site) to address issues and questions in high-risk areas after all other transition activities are complete. These “on call” resources are not currently included in this Transition-Out plan, but may be requested by FEMA for a defined period of time budget permitting.

4. Delivery approach for each Risk MAP CDS Scope Area

Along with a General Overview of the Risk MAP CDS program, IBM recommends the transition knowledge transfer activities and discussions can be organized into the following major scope areas:

1) IT Systems

2) IT Hosting

3) Map Service Center (MSC) Operations

4) National Flood Hazard Layer (NFHL) Data Management

5) Change Management and Outreach (CMO)

6) Letter of Map Change (LOMC) Clearinghouse

7) Engineering Library

8) FEMA Map Information Exchange (FMIX) Contact Center

9) Facility Transitions

March 2017 For Official Use Only 6

These major scope areas may be further broken down into more detailed Subject Areas as appropriate. The following sections and tables describe the key topics, knowledge transfer session topics and a listing of formal documentation for each scope area.

4.1 General Transition Management

This section includes the initial transition kickoff meetings and subsequent status meetings needed to track overarching transition topics and coordination activities effectively. The IBM management team and IT Transition-Out Manager coordinate, track, and control the Risk MAP CDS resources and transition support activities. Transition activities begin during the Awareness phase for each scope area, and will be managed to completion through the final closeout stage by the Transition-

Out Manager. The IBM Transition-Out Manager coordinates and collaborates with the incoming provider transition team and the designated FEMA representative for each area. The Transition-

Out Manager, supported by Team IBM management, refines the transition schedule, holds transition status meetings, and monitors and controls risks. The Transition-Out Manager is also responsible for the development of the Closeout Report at the completion of the transition project.

Key tasks in this transition scope area include:

• Collaborate with the incoming provider to develop the schedule and activity list for transition kick-off and follow on knowledge sharing drill-down meetings.

• Communicate transition status regularly with FEMA and other Risk MAP contractors and stakeholders.

• Build out an integrated schedule to align resources and timelines between the two transition teams and plans.

• Identify, track and manage all risks identified during each transition stage

Key Knowledge Transfer topics for this transition scope area include the following:

General Transition Management

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 Initial Transition

Kickoff

IBM and incoming provider transition and leadership teams meet along with key FEMA representatives to understand transitions required relative to the target solution

Program Managers, Transition

Managers, FEMA Transition

Manager, and FEMA PMs for all major CDS scope areas

2 Integrated Transition

Planning

Detailed scheduling sessions to align transition schedules and activities for all transition phases and scope areas

Program Managers, Transition

Managers, and FEMA PMs for all major scope areas

3 Transition Status

Meeting

Status checkpoint meetings to track overall transition status and risks and formally concur on transition activity completion

Transition Managers and FEMA

Transition Manager

March 2017 For Official Use Only 7

General Transition Management

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

4 Transition Closeout Final transition closeout meeting

Program Managers, Transition

Managers and FEMA Transition

Manager

4.2 IT Systems/Applications

Working with the Transition Manager, our Development Manager, Chief Architect and other IT members participate in kick-off meetings and identify incoming provider contacts in this scope area. Our team then works with the incoming provider to transition documentation, processes, and tools and participates in knowledge transfer and drill-down sessions with the incoming provider to provide an understanding of all CDS systems, applications, services, tools, and their user communities and stakeholders. Related documentation and any systems user accounts for the local, development and test environments shall be provided to the incoming team. Team IBM and the incoming provider collaborate to finalize the details of the transition plan and schedule in this area taking into account scheduled deployments and the incoming provider’s solution.

Key transition out tasks in this scope area include:

• Provide documentation related to CDS business processes, requirements, solutions, CDS standards and guidance, and recently implemented and upcoming business requirements.

• Create necessary accounts and access to the appropriate systems, servers, databases, and source code repositories required to support and maintain the identified systems, applications, and tools in the different development, test, and production environments.

• Provide backups for databases, systems and source code for all applications supported by

Risk MAP, including build scripts, currently deployed shall be provided to the incoming provider.

• Complete a validation of the list of CDS systems to ensure knowledge transfer sessions outlined below cover all areas and establish additional sessions to address gaps as needed.

Key Knowledge Transfer topics for this transition scope area include the following:

IT Systems

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 Requirements

Definition

• Develop, document, and maintain system requirements (i.e. Use Cases or User Stories) for approved releases using Rational Requirements

Composer following processes documented in the CDS

Requirements Management Plan

• Maintain requirements traceability

• Provide IT expertise during functional requirements gathering sessions and identify gaps to perform impact assessments for proposed solutions

Development Manager, Requirements Analyst

March 2017 For Official Use Only 8

IT Systems

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

2 System Integration

Testing Team

All activities surrounding testing to validate the quality of developed code.

These activities include:

• Create and execute test cases using

Rational Quality Manager in support of System Integration Testing (SIT)

• Conduct a Test Readiness Review

(TRR) prior to SIT to verify application readiness

• Perform SIT against CRs and DRs as outlined in each release-specific Test

Plan, and document test results

• Perform 508-compliance, security and performance testing, as needed

• Coordinate and manage user acceptance testing (UAT) and IV&V testing, as applicable

Test Lead, Testers

3 Release/Service

Pack Development

• Source code for applications in CDS portfolio

• Process of maintain the deployment of code across environments (e.g.

Development, Test) after passing through specific gates, i.e. Test

Readiness Review (TRR)

Development Team, Configuration Manager

4 Addressing Data

Requests

Supporting user’s need to extract data from applications that are System of

Records that are not easily extracted from standard reports.

Database Administrator

5 Release Planning Developing and delivering milestone documentation required by FEMA to communicate the various phases of completion of a release.

Development Manager

March 2017 For Official Use Only 9

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

6 System Design • Conduct the CDS Architecture

Review Board (ARB), develop and maintain system architecture and design documents in Rational Team

Concert for system enhancements

• Update and maintain Interface

Control Documents (ICD) for external interfaces to Risk MAP systems

• Review requirements and systems design with designated stakeholders to gauge each proposed solution’s usability, pinpoint areas for remediation, and provide recommendations for user experience design changes

• Review internal Collaborative

Lifecycle Management (CLM) systems and architecture, including

Continuous Integration (CI) setup.

Chief Architect, Development Team, Configuration Manager

7 Implementation • Provide impact assessment (IA) documents for ITSC, Support ISSO to develop FEMA Change Request (CR) documentation to obtain Technical

Review Committee (TRC), and

Infrastructure Change Control Board

(ICCB) approval prior to service pack deployment in production

• Conduct a Deployment Readiness

Review (DRR) prior to deployment to verify deployment pre-requisites

• Review Build, Transfer, Install (BTI) process

Configuration Manager, Chief Architect

March 2017 For Official Use Only 10

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

8 Application Systems

Sustainment Tasks

• Provide Tier 3 help desk support for technical issue resolution and troubleshooting for the Risk MAP systems

• Provide a level-of-effort of qualified personnel to implement application

CRs and application DRs for Risk

MAP systems as requested

• Deliver service pack releases containing application CRs and DRs, leveraging release management processes documented in the CDS

Software Development Plan (SDP) and CDS Maintenance Release Plan

(MRP)

• Perform quarterly data refreshes for

CNMS and P4 systems

Development Team, Database Administrator

9 Security • Conduct security scans (i.e. Fortify and WebInspect, AppDetective) and remediate findings introduced by new release in different environments

• Submit Change Request package for approval of application deployments to FEMA’s Office of Cyber Security

(OCS)

Configuration Manager, Security Officer

10 MIP Systems

Operations

• Detailed operational review of all

MIP system functions based on

FEMA’s current CDS Systems List

(Reference Appendix)

Development Team, Development Manager, Operations Staff

11 MSC Systems

Operations

• Detailed operational review of all

MSC system functions based on

FEMA’s current CDS Systems List

(Reference Appendix)

Development Team, Development Manager, Operations Staff

12 MSC-ODDC

Systems Operations

• Detailed operational review of all

MSC-ODDC system functions based on FEMA’s current CDS Systems

List (Reference Appendix)

Development Team, Development Manager, Operations Staff

Key formal documentation to review in this scope area includes the following:

• Software Development Plan (SDP)

• Requirements Management Plan (RMP)

• Configuration and Document Management Plan (CDMP)

• Maintenance Release Plan (MRP)

• Test Strategy

• Source Code (maintained in CDS source code repository and labeled for each release)

March 2017 For Official Use Only 11

• Service Pack Release Plan

• Service Pack Release Notes

• Service Pack Test Plan

• Service Pack Test Results

• SCR package for System Change Requests

• Requirements/Use cases

• Application design documents

• Interface Control Document (ICD)

4.3 IT Hosting

Working with the Transition Manager, the IT Hosting Manager and other IT resources participate in transition meetings and work with the incoming provider contacts in this scope area. The teams work to identify, review, and understand the relevant documentation, processes, and tools, and our team provides knowledge transfer and drill-down sessions with the incoming provider to provide an understanding of the existing IT hosting environments and networks supported by

CDS, including hardware and middleware configurations and operations and support procedures.

Key Transition Out tasks in this scope area include:

• Transition of maintenance responsibility for all IT systems operated under the current

CDS contract (reference IT application list included in appendix)

• Identify and move GFE (workstations, servers, printers, scanners and related infrastructure and equipment) to any targeted locations and facilities selected by FEMA

• Work with the incoming provider to finalize strategy and schedule for all system moves required as part of the new solution o Cutover strategy for MIP and MSC production systems o Decisions and communications for system downtimes required

• Unrack and prepare all existing GFE for physical transfer by FEMA to target facilities identified

• Provide any required support to the incoming provider to execute all network connectivity transitions required for the production system solution o Schedule and initiate OneNet connection disconnections from existing CDS sites by contacting the FEMA NOC (FEMA-NOC@FEMA.DHS.GOV or 540-542-

4001) o Complete all FEMA security processes required for connection changes

• Provide any required support to the incoming provider to execute all network connectivity transitions required for all CDS development, test, and operations environments

• Based on target data management solution, as required, facilitate any SAN migrations from IBM owned SANs used in the current solution

• Transition the necessary account request and access information for all relevant systems, servers, and databases.

• Provide shadowing sessions to the incoming provider to understand operations and support for the production systems hosted at DC2, the development, test and production mailto:FEMA-NOC@DHS.GOV

March 2017 For Official Use Only 12 environments currently hosted at ABL, the Linux Local development environment, and any additional IT hosting environments.

• Review and validate disposition of the program’s GFE requirements and processes.

• Provide detailed GFE licensing information and status, to include the date of all license and support renewals required to sustain current operations

Key Knowledge Transfer topics for this transition scope area include the following:

IT Hosting

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 Review of GFE inventory list and

GFE Management

Processes

Review of FEMA GFE assets and tracking, to include existing license renewal dates and the transfer of license renewals

All IT infrastructure support staff -

System Administrators, Infrastructure/Networking

Specialists, DBAs, Middleware

Specialists, etc.

2 Review of System

Administration and

Operations Manual

Review of formal SAOM Guide updated quarterly

All IT infrastructure support staff -

System Administrators, Infrastructure/Networking

Specialists, DBAs, Middleware

Specialists, etc.

3 Review of Build

Sheets

Review of formal Build Sheet for all CDS environments

All IT infrastructure support staff -

System Administrators, Infrastructure/Networking

Specialists, DBAs, Middleware

Specialists, etc.

4 System Patching Review of system patching processes and tools in use in existing CDS environments

All IT infrastructure support staff -

System Administrators, Infrastructure/Networking

Specialists, DBAs, Middleware

Specialists, etc.

5 System

Administration

Deep dive into system administration tasks

System Administrators

6 SAN/Storage

Administration

Overview of existing storage solution and administration relative to existing CDS applications

System Administrators

7 IBM V7000 SAN

Transition Approach

Review of incoming provider’s data transition strategy specifically for the FEMA production data residing non-

GFE, to include the IBM owned

V7000 storage device in the current solution

All IT infrastructure support staff -

System Administrators, Infrastructure/Networking

Specialists, DBAs, Middleware

Specialists, etc.

8 Backups Backup processes and procedures at all CDS data centers and operations sites

System Administrators

March 2017 For Official Use Only 13

IT Hosting

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

9 Database

Administration

Deep dive into all databases maintained in dev/test/prod environments for MIP and

MSC systems

DBAs

10 Log Monitoring and

Analysis

Review of log monitoring performed by CDS and FEMA

Infrastructure/networking specialists

11 System Usage

Monitoring and

Tracking

Review of tools in use for traffic and site monitoring for all CDS applications

System Administrators

Key documentation to review in this scope area include the following:

• Quarterly GFE inventory list

• Risk MAP CDS Property Management System Process

• Operations Report

• Infrastructure Operations Guide

• Build Sheet for Development/Test Environments

• Risk MAP Technology Refresh Plan

4.4 MSC Operations

For MSC Operations our team works with the incoming provider to explain the relevant documentation, processes, and tools, and our team runs knowledge transfer and drill-down sessions with the incoming provider to provide a comprehensive understanding of MSC operations. This includes a review of the contents of the MSC warehouse, the workstations, printers, and scanners and other operational tools.

Key Transition Out tasks in this scope area include:

• Detailed knowledge transfer of current MSC operational practices

• Development of a formal plan for cutover and transfer of responsibility for all MSC operations areas to the incoming provider, including any stakeholder communication required

• Provide detailed status and history for all open and pending MSC requests

Key Knowledge Transfer topics for this transition scope area include the following:

Map Service Center

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 LOMC LOMC Submission QC and Publishing Operations Staff

2 Reproduction Hardcopy and Digital Product Reproduction Operations Staff

March 2017 For Official Use Only 14

Map Service Center

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

3 Distribution Final Regulatory Product shipping to community officials, as well as business rules and messaging that goes with products.

Operations Staff

4 Final Regulatory

Product QC

Receiving, reviewing, commenting, and the resubmission recycle of Final Regulatory

Products

5 Final Regulatory

Product Publishing and Archiving

Processing Regulatory Product Submissions for availability on the MSC website. Process for archiving FIRMS to NARA.

Operations Staff

6 Community

Repository Table

(CRT) – FMSIS

Maintaining the CRT and exporting and delivering the monthly FMSIS extract.

Execution of data exchange with CIS.

7 Flood Risk Products QC and publishing of Flood Risk Product submissions to the MSC website

Operations Staff

8 NTU Processing Receiving, Reviewing, Reproducing, and publishing NTU corrections

Operations Staff

9 Physical Hazus

Orders

Receiving, tracking, and completing physical

Hazus orders, and legacy versions, on DVD

Operations Staff

10 Usage reporting Usage and historical trend analysis Operations Staff

11 Legacy and historical products

Transition of historical products and knowledge regarding efforts to continue to complete historic collections

Operations Staff

12 Usage of NFHL viewer and print service

Tracking of NFHL viewer and print service usage in conjunction with MSC products and services

Operations Staff

13 Customer types, priorities

Review of current customer types and priorities, to include special services

Operations Staff

14 Disaster related issues

Transition of disaster related issues Operations Staff

15 Customer feedback

Discussion of existing customer feedback on site and possible enhancements

Operations Staff

16 Ad-hoc Inventory

Updates

Manual updating of the inventory for legacy or missing products

Operations Staff

17 NARA Delivery Reproducing and Shipping data to the

National Archives

Operations Staff

Key documents in this scope area include:

• Materials Tracking Spreadsheet

March 2017 For Official Use Only 15

4.5 NFHL Data Management

Working with the Transition Manager, our Data Services Manager and GIS Manager participate in kick off meetings, identify incoming provider contacts, and establish POCs. Our team works with the incoming provider to identify, review, and understand the relevant documentation, processes, and tools, and our team participates in knowledge transfer and drill-down sessions with the incoming provider to transition our understanding of current NFHL Data Management operations and related GIS data tools.

Key transition out tasks in this scope area include:

• Transition responsibility for the NFHL data management

• Support relocation of GFE hardware

• Transfer Oracle/SDE responsibilities.

Key Knowledge Transfer topics for this transition scope area include the following:

National Flood Hazard Layer

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 NFHL Submission NFHL Submission roles/responsibilities GIS Specialist

2 NFHL QC QC of NFHL Submissions GIS Specialist

3 NFHL Data

Processing

Maintaining the NFHL Data Processing scripts GIS Specialist

4 NFHL Data

Publishing

Managing the publishing scripts for NFHL data processing

GIS Specialist

5 Geoindex Updating the Geoindex with new study data for each effective date

GIS Specialist

6 NFHL QC Tool

Management

Maintaining and managing updates to the

NFHL QC tool (used by PTS) as it relates to

DVT and the FEMA G&S

GIS Specialist

7 NFHL Data Extracts Maintaining the extraction processes for the

NFHL that populate the MSC

GIS Specialist

8 LOMA Point

Shapefile

Creating and integrating the LOMA points from the MIP for the NFHL services

GIS Specialist

Key documentation to review in this scope area:

• Monthly GIS Report

• Documentation of data processing scripts

4.6 Change Management and Outreach

Working with the Transition Manager, our Change Management and Outreach Manager participates in kick-off meetings, identifies stakeholders and their needs, works with incoming provider contacts in this scope area, and validates top transition priorities. Our team works with the incoming provider to share all existing documentation on the processes and tools utilized for the Change Management and Outreach activities.

March 2017 For Official Use Only 16

Key Transition-Out Tasks in this scope area include:

• Provide and collaboratively review documentation related to CDS change management and outreach.

• Provide an operational understanding and assume responsibility for change management, training, conference support, and communications, including web content maintenance and SharePoint management.

• Establish formal cutover timelines and dates within the transition period for the incoming provider to assume responsibility for change management, training, conference support, communication, and outreach, including web content maintenance and SharePoint management.

Key Knowledge Transfer topics for this transition scope area include the following:

Outreach and Communications

Ref

Specific Transition

Topic Area

Transition Topic Description Target Audience

1 Outage Management Communicating system outages to users

Communications and Outreach Staff, IT Operations Representative

2 Release

Communications

Communicating upcoming system changes and impacts of releases to users

Communications and Outreach Staff

3 Training and

Guidance

Development

Developing, managing, and facilitating of system trainings and guidance materials

Communications and Outreach Staff, Operations Specialists

4 Outreach Inbox

Management

Managing and responding to user inquires and requests received in the Outreach Inbox

Communications and Outreach Staff

5 SharePoint

Management

Managing SharePoint access and permissions

Communications and Outreach Staff

6 Web Content

Management

Managing web content including document uploads and webpage updates

Communications and Outreach Staff

7 Hazus Conference Facilitating the Annual Hazus

Conference

Communications and Outreach Staff, Hazus Support Staff

8 Stakeholder

Management:

FEMA IT Risk

MAP Systems Team

(FIRST)

Facilitating FIRST engagement, initiatives, and special projects

Communications and Outreach Staff

9 Stakeholder

Management: Hazus

Leaders

Facilitating engagement of the

Hazus Community of Practice, Hazus Leaders, and Hazus User

Groups, Social Media, HotZone

Newsletter

Communications and Outreach Staff

March 2017 For Official Use Only 17

Outreach and Communications

Ref

Specific Transition

Topic Area

Transition Topic Description Target Audience

10 Conferences Preparing for and attending

Risk MAP and Hazus conferences

Communications and Outreach Staff

11 Reporting Maintaining regular metrics and reports to FEMA

Communications and Outreach Staff

12 Provider

Collaboration

Working with other Risk MAP providers to support FEMA on special projects and initiatives

Communications and Outreach Staff

Key documentation to review as part of transition discussions in this scope area:

• CDS Change Management Plan

• Hot Zones Newsletter

• User Guides

• Training Materials

• Conference Preparation Materials

4.7 LOMC Clearinghouse

Team IBM and the incoming provider collaborate to refine, manage, and execute the transition plan and schedule for assuming the responsibilities for the LOMC Clearinghouse. Our team provides shadowing sessions to the incoming provider. Our Data Services Manager and LOMC

Clearinghouse Manager validate the path forward for existing GFE relative to transition planning by the incoming provider. The GFE is reviewed and validated, transportation of the GFE equipment (workstations, printers, and scanners) to the new location is planned, and the equipment is moved in coordination with the incoming provider. LOMC Clearinghouse mail is forwarded to the new location, and we coordinate with the Outreach team to communicate address changes to the stakeholders as appropriate.

Key Transition-Out Tasks in this scope area include:

• Complete training and formal transition of responsibility for administrative functions for

LOMC requests, which includes receiving the tools, scripts, tracking sheets, access and databases involved.

• Transfer and identify/update addresses and contact references for the Fee Charge System and MIP production environment.

Key Knowledge Transfer topics for this transition scope area include the following:

March 2017 For Official Use Only 18

LOMC Clearinghouse

Ref # Specific Transition

Topic Area Transition Topic Description Target Audience

1 LOMC Requests Initiating LOMC requests in the MIP for all requests sent in via regular mail and provide digital delivery of these requests through the Central

File Access System (CFAS)

LOMC Clearinghouse Staff, Operations Staff

2 MIP Reports and other CDS Tools

Running MIP reports for LOMCs and other common requests

LOMC Clearinghouse Staff, Operations Staff

3 Fee Collection

Processes

Collecting and depositing fees and the

FEMA Fee Schedules

LOMC Clearinghouse Staff, Operations Staff

4 MT-1s and related

PTS Coordination

Working with PTS and MT-1 providers to research and resolve

LOMC case issues

LOMC Clearinghouse Staff, LOMC Clearinghouse

Ref # Specific Transition

Topic Area Transition Topic Description Target Audience

1 Physical Address Update LOMC Clearinghouse address for hard-copy submittals on forms, website, etc

Management

2 Initiating LOMCs in

MIP

Train incoming staff on procedures for initiating new LOMCs in MIP based on hard-copy submittals

Operations Staff

3 Updating LOMCs in

MIP

Train incoming staff on procedures for updating LOMCs in MIP for receipt of hard-copy additional data

Operations Staff

4 Scanning Train incoming staff on scanning requirements and storage of digital LOMC data

Operations Staff

5 Fee Administration

– Receiving Fees

Train incoming staff on Fee Administration activities related to receiving fees for

LOMCs and Engineering Library

Operations Staff

6 Fee Administration -

Refunds

Train incoming staff on Fee Administration activities related to refunding fees for

LOMCs

Operations Staff

7 Acknowledge

Letters

Train incoming staff on creating and mailing short acknowledgment letters for MT-1s

March 2017 For Official Use Only 19

Key documentation to review as part of transition discussions in this scope area:

• Monthly Revenue and Cost Recovery Report

4.8 Engineering Library

Working with the Transition Manager, our Data Services Manager and Engineering Library

Manager participate in kick off meetings and identify incoming provider contacts in this area. Our team works with the incoming provider to provide knowledge transfer and drill-down sessions with the incoming provider to enhance their understanding of current Engineering Library operations.

Key tasks in this scope area include:

• Formally transition responsibility for all Engineering Library activities

• Transfer knowledge and access information for any systems used by the operations staff in support of Engineering Library operations

Key Knowledge Transfer topics for this transition scope area include the following:

Engineering Library

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 Data Requests (EDR, IDR, FOIA)

Types of requests, how to process, receipts/month

Operations Staff

2 LiDAR Storage requirements and inventory of

LIDAR and other large data sets

Operations/IT Staff

3 FileTrail License, usage, support Operations/IT Staff

4 Network Architecture/maintenance IT Staff

5 Lease Current facility situation and transition plan

Management

6 Remaining archives Non-digitized items – amount, type, storage requirements

Management

7 Digitized Data Location, future plans for FRiSEL ingestion

Operations/IT Staff

8 Fees Fee-review update and processing Operations Staff

Key documentation to review as part of transition discussions in this scope area:

• Monthly Technical Support Data Notebook (TSDN)

4.9 FMIX Contact Center

Working with the Transition Manager, our Customer Service Manager participates in kick off meetings and identifies incoming provider contacts. Our team works with the incoming provider to explain the relevant documentation, processes, and tools, and our team provides knowledge transfer and drill-down sessions with the incoming provider to transfer our understanding of

FMIX Contact Center operations.

March 2017 For Official Use Only 20

Key tasks in this scope area include:

• Assume responsibility for the FMIX, including the Avaya Server, GFE (laptops, phones, printers, docking stations, headsets, etc), and all current CDS applications in use.

• Transition responsibility for all Tier 1 operations support activities

• Transition responsibility for all Tier 2 operations support activities

Key Knowledge Transfer topics for this transition scope area include the following:

FEMA Map Information eXchange (FMIX) Contact Center

Ref

Specific Transition

Topic Area Transition Topic Description Target Audience

1 Call Center SOP -

Daily

Train and inform incoming of daily operations using the Avaya System telephony and management software, PhaseWare CRM, and FEMA CDS applications (e.g. MIP, MSC, CFAS, Manage

Engine)

Operations Staff

2 Call Center SOP -

Monthly

Train and inform incoming of reporting using the Avaya System management software and PhaseWare CRM.

Management

3 FMIX Deliverables Train and inform incoming of FMIX quarterly and annual deliverables

Management

4 Network Operations

(OneNet and Avaya)

Low-level debriefing on telephone line layout and Avaya PBX information to best support resolving immediate issues and collaboration with the FEMA NOC

IT Staff /

Management

5 FMIX Tier I

Activities

FEMA CDS application’s account management and password maintenance to support real-time requests

Operations Staff

6 FMIX Tier II

Activities

Operating procedures and POC lists associated with handling and tracking of Tier

II support inquiries

Operations Staff

7 FMIX Tier III

Activities

Operating procedures and POC lists associated with handling and tracking of Tier

III support inquiries from HQ Mitigation and

Insurance, Regional Staff, and Congressional

Affairs, to include Hazus ticket handling

Management

8 MIP Help Tier II and III

Operating procedures and POC lists associated with handling and tracking of MIP

Help support inquiries

IT Staff /

Management

9 FMIX Manuals and

Operating Guidance

Materials

Transfer to their possession and inform incoming on purpose of guidance material to support continued operations of the FMIX

Management

Key documentation to review as part of transition discussions in this scope area:

March 2017 For Official Use Only 21

• FMIX Quarterly Summary Report

• FMIX Annual Summary Report

4.10 Facility Transitions

The chart below describes the existing CDS facilities and lease details, as well as the lead times required in the event an extension is required based on the actual contract award date. Assumptions and risks related to these facility leases are listed below the table.

Fairfax Alexandria ABL

Location 10400 Eaton Place

Fairfax, VA 22030 3601 Eisenhower Avenue

Alexandria, VA 22304

Allegany Ballistics Laboratory

310 State Route 956

Rocket Center, WV 26726

Primary

Facility

Purpose

Program Management, IT

Hosting, ITSS, MSC, Change Management &

Outreach, NFHL, FMIX

FMIX

Engineering Library

LOMC Clearinghouse

IT Hosting

Lease

Expiration 9/30/2017 N/A

Not transferable 9/30/2017

Landlord

Notification

Requirements

Notify landlord 90 days prior to lease end date N/A Notify landlord 30 days prior to lease end date

Risks:

• If there is a delay in making a determination to extend leases beyond the time frame identified above, then the existing leases will terminate upon the lease expiration date.

Assumptions:

• Team IBM will vacate the facilities by lease expiration date unless FEMA provides notification for lease extension sufficiently in advance with the notification requirements listed above

• Team IBM will begin moving equipment at least one week prior to lease expiration to a new facility/storage

5. Transition Plan Monitoring

5.1 Knowledge Transfer Monitoring and Evaluation

IBM will track the progress of the transition against each of the activities defined in the

Transition-Out Plan. IBM will capture and report the following tracking metrics for each KT activity:

• Who conducted the KT activity

• KT content transferred

• Who attended KT activity

March 2017 For Official Use Only 22

• Date of completion

FEMA, IBM and incoming provider Transition Project Managers will meet on a weekly or bi-weekly basis to monitor the progress of the transition, consolidate and address questions that arise from the KT sessions, and manage transition risks/issues.

March 2017 For Official Use Only 23

Appendix A. CDS Systems List

Acronym or Abbreviated

Name (if applicable)

Name Description

Branch and Program

Area/Support Function or Task

Order #

Federal Point of Contact

NFHL

National Flood Hazard Layer

Services

The National Flood Hazard Layer (NFHL) is a digital database that contains flood hazard mapping data from FEMA’s National Flood Insurance Program (NFIP). This map data is derived from Flood Insurance Rate Map (FIRM) databases and Letters of Map Revision (LOMRs).The NFHL is for community officials and members looking to view effective regulatory flood hazard information in a Geographic Information Systems (GIS) application.

Actuarial & Catastrophic

Modeling Branch Kimberly Pettit

FIRMette Desktop

FIRMette Desktop

Enables users to create and print selected portions of a Flood Insurance Rate Map (FIRM) from their local device. It also allows users to automatically download and view Letters of Map Change

(LOMC).

Data and Communications

Branch John Magnotti

FHD

Flood Hazard Determination Notices on the

Web

External FHD site makes copies of F HD notices more readily available to the public through the Internet. Internal site provides designated staff with a tool to easily and quickly create, generate, and archive FHD notices.

Data and Communications

Branch John Magnotti

FFX

Floodmaps File eXchange

Facilitates the transfer of large files other than those files that should be uploaded to the Mapping Information Platform to and from FEMA or between other organizations using File Transfer Protocol technology.

Data and Communications

Branch John Magnotti

N/A LOMA Flash

Tutorial

Flash Tutorial for fema.gov applications.

Data and Communications

Branch John Magnotti

March 2017 For Official Use Only 24

Acronym or Abbreviated

Name (if applicable)

Name Description

Branch and Program

Area/Support Function or Task

Order #

Federal Point of Contact

N/A Preliminary FEMA Map Products

Preliminary flood hazard data (preliminary data) provides the public an early look at their home or community's projected risk to flood hazards.

Preliminary data may include:

new or revised Flood Insurance Rate Maps (FIRM), Flood Insurance Study (FIS) reports, and FIRM Databases. This tool makes nation-wide preliminary data available in a centralized and easily accessible location, along with FEMA's other flood hazard mapping products.

Data and Communications

Branch John Magnotti

N/A RASPLOT

RASPLOT is a computer program developed by the Federal Emergency Management Agency (FEMA) which allows the user to create flood profiles through the automatic extraction of data from Hydraulic Engineering Centers River Analysis System (HEC-RAS) hydraulic modeling files. Flood profiles are required for inclusion in the Flood Insurance Study (FIS) reports which usually accompany the Flood Insurance Rate Map (FIRM) for communities participating in FEMA’s National Flood Insurance Program.

Data and Communications

Branch John Magnotti

State Contact State Contact

List of federal geospatial data coordination contacts

Data and Communications

Branch John Magnotti

N/A Data.gov Metadata Harvester

Portal and back-end services that provide access to an inventory of over 200,000 geographic data sets for the United States. Links in the metadata support access to the data for visualization or download.

Data and Communications

Paul Rooney

March 2017 For Official Use Only 25

Abbreviated

Name (if applicable)

Name Description

Branch and Program

Area/Support Function or Task

Order #

Federal Point of Contact

MSC

Map Service

Center

The FEMA Flood Map Service Center (MSC) is the official public source for flood hazard information produced in support of the National Flood Insurance Program (NFIP). Use the MSC to find your official flood map, access a range of other flood hazard products, and take advantage of tools for better understanding flood risk.

Data and Communications