IEP 2.0 SLOs Extract for RFI Responses.xlsx
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Other files
| File | Type | Posted |
|---|---|---|
| Draft IRS IEP 2.0 PWS.pdf | ||
| IEP Current State Draft.pdf | ||
| IEP 2.0 Service Initiation O-M TO PWS DRAFT.pdf | ||
| IEP_2.0_Initial TO RFI.docx | DOCX document | |
| IEP2_0 Initial TO DRAFT QASP.pdf | ||
| IEP 2.0 RFI Overview and Questions.pdf | ||
| IRS_IEP_2.0_PWS_Draft.pdf | ||
| IEP 2.0 Requirements Extract for RFI Responses.xlsx | XLSX spreadsheet | |
| IEP Application Portfolio Attributes-RFI.xlsx | XLSX spreadsheet |
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Instructions
| Directions: |
| For relevant Service Level Objectives (SLOs) listed on the RFI SLO Extract tab please provide feedback in the "Comments" or "Approach/Recommendation" columns of the SLO Feedback Comment tab |
| We are looking for your opinion on clarity, appropriateness of service level measure. |
| Additionally, you may recommend a more effective or meaningful measure of performance. |
| For comments or questions that need to be addressed on a specific SLO, please fill in the "Comments" column. |
| For proposed solutions or improvements to specific SLOs, please fill in the "Approach/Recommendation" column. |
RFI SLO Extract
| Index | What service area in the PWS - | Proposed Performance Measure/Standard | Acceptable Quality Level (AQL) | Contractor Reporting Document | |
| Contractor Reporting Frequency | Primary Monitoring Approach | Penalty for not meeting AQL | |||
| 100 | IEP Service and Program Integration Services | Successful publication of stakeholder satisfaction survey. | 100.00% | - Contractor report | |
| - Quarterly | Contractor Self-reporting | TBD | |||
| 110 | IEP Service and Program Integration Services | Inclusion of all stakeholders (identified and approved by IRS) in stakeholder satisfaction survey. | 100.00% | - Contractor report | |
| - Quarterly | Contractor Self-reporting | TBD | |||
| 120 | IEP Service and Program Integration Services | Portal Service and Program Integration Services Reporting: |
• Managed Service Provider reporting provides sufficient, accurate data for the Government to make informed decisions regarding programmatic, strategic, and financial planning
• Managed Service Provider provides prompt communication of, acknowledgements and resolution to issues and/or complaints
| • Financial reporting is accurate and enables the COTR and CO to monitor the contract and ensure that expenditures are kept within budget constraints. | 90.00% | - Contractor report | |||
| - Annually | Contractor Self-reporting; Trend Analysis | Award Term impact | |||
| 130 | IEP Service and Program Integration Services | Communications Plan adequately describes Managed Service Provider's stakeholder engagement approach to ensure customer satisfaction. | 100.00% | - Contractor report | |
| - Annually | Contractor delivered plan | TBD | |||
| 140 | IEP Service and Program Integration Services | The Managed Service Provider routinely report Service Level Objectives metrics. | 99.99% | - Contractor report | |
| - Monthly | 1.3.5 The Contractor shall support all changes as needed by the IRS to the underlying SLO for Performance Targets around Requests, Changes and Releases on the IEP. The Contractor shall routinely report Service Level Objectives metrics. | TBD | |||
| 200 | Infrastructure | Timely and detailed updates to configuration management system to enable infrastructure analysis. Same day as change. | 99.00% | Contractor Reporting Document | |
| Contractor Reporting Frequency | Inspection | TBD | |||
| 300 | Application Hosting | Incident Management: Incident Response Time (Production) for: |
- Priority 1 incidents (within 15 minutes) and
| - Priority 2 incidents (within 1 hour) as per IRM 2.148.2 | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 301 | Application Hosting | Incident Management: Incident Notification Time (Production) for10/29/2021 |
- Priority 1 incidents (within 15 minutes) and
| - Priority 2 incidents (within 1 hour) as per IRM 2.148.2 | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 302 | Application Hosting | Incident Management: Incident Target Resolution Time (Production) for: |
- Priority 1 incidents (within 4 hours) and
| - Priority 2 incidents (within 8 hours) as per IRM 2.148.2 | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 303 | Application Hosting | Incident Management: Incident Response Time (Production) for: |
- Priority 3 incidents (within 4 hours) and
| - Priority 4 incidents (within 1 day) as per IRM 2.148.2 | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 304 | Application Hosting | Incident Management: Incident Notification Time (Production) for10/29/2021 |
- Priority 3 incidents (within 5 hours) and
| - Priority 4 incidents (within 1.5 days) as per IRM 2.148.2. | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 305 | Application Hosting | Incident Management: Incident Target Resolution Time (Production) for: |
- Priority 3 incidents (within and 2 business days)
| - Priority 4 incidents (4 business days) as per IRM 2.148.2. | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 306 | Application Hosting | Incident Management: Incident Response Time (Non-Production) for: |
-Priority 3 incidents (within 8 hours) and
| - Priority 4 incidents (2 days) as per IRM 2.148.2. | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 307 | Application Hosting | Incident Management: Incident Notification Time (Non-Production) for: |
- Priority 3 incidents (within 12 hours) and
| - Priority 4 incidents (2.5 day) as per IRM 2.148.2. | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 308 | Application Hosting | Incident Management: Incident Target Resolution Time (Non-Production) for: |
- Priority 3 incidents (within 3 business days) and
| - Priority 4 incidents (5 business days) as per IRM 2.148.2. | 95.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |
| 309 | Application Hosting | Service Desk: Service Desk Responses for Non Production activities are within the following timeframes: |
a) New User Access – 24 hours
b) Password reset – 4 hours
c) General information - 5 days - unless otherwise defined
d) New virtual environments provisioning - 5 days - unless otherwise defined
e) Log files - continuous
| f) Existing user log-in to assigned non-production environment 24x7 | 95.00% | - SLO Compliance Report | |||
| - Monthly | Contractor Self-reporting | TBD | |||
| 311 | Application Hosting | Configuration Change Management: Portal Web Hosting Service applications changes successfully deployed as per schedule in ticket | 97.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 312 | Application Hosting | Deployment of high priority patches is completed on schedule | 97.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 313 | Application Hosting | Applications maintain availability after patch deployment or rollback | 99.99% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 314 | Application Hosting | Gap of time between a patch release and its deployment is less than 10 days | 97.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 315 | Application Hosting | All patch planned vulnerabilities are addressed with planned deployment | 99.00% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 320 | Application Hosting | Capacity Utilization (Production) - Number of days capacity utilization is in excess of 80% of the provisioned capacity | Less than 3 days above 80% | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 321 | Application Hosting | Capacity Utilization (Production) - Number of days required to adjust the provisioned capacity with target utilization. | TBD | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 322 | Application Hosting | Capacity Utilization (Non-Production) - Number of days capacity utilization is in excess of 80% of the provisioned capacity | Less than 3 days above 80% | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 323 | Application Hosting | Capacity Utilization (Non-Production) - Number of days required to adjust the provisioned capacity with target utilization. | TBD | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 330 | Application Hosting | Web Hosting Support: Web Hosting Service Availability to RUP and EUP application services as measured from end-user access environment. Inclusive of contractor maintenance activities | 99.90% | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 331 | Application Hosting | Web Hosting Support: Web Hosting Service Availability (non-production) – Cumulative monthly availability of Managed Service Provider managed non-production environments based on infrastructure monitoring and reporting tools. This excludes planned down time such as patching. Inclusive of contractor maintenance activities. | 99.90% | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 340 | Application Hosting | Problem Management: Root cause analysis for Priority 1 and 2 Problem candidates completed within 30 days of second incident | 90.00% | - Contractor Reporting Document | |
| - Monthly | Contractor Self-reporting | TBD | |||
| 400 | Security | Security Vulnerability Remediation | |||
| Percentage of critical and high vulnerabilities remediated in the required timeframe as per IRS Internal Revenue Manual | 100.00% | - Security Status and Reports | |||
| - Monthly | Contractor Self-reporting; Periodic Inspection | ||||
| Random Sampling | 2% of Security invoice | ||||
| 410 | Security | Security POA&M Remediation - Percentage of security deficiencies remediated and closed in Treasury FISMA Information Management System (TFIMS) within the agreed to timeframe. | 90% | - Security Status and Reports | |
| - Monthly | Contractor Self-reporting; Trend Analysis | 2% of Security invoice | |||
| 420 | Security | Verify effective Security Operations are in place: |
• Ensure all reporting is timely and accurate.
• Ensure all data feeds are maintained per requirements.
• Ensure activities are executed according to Security Services Process plans and documents.
| • All status reports and actions for the month are addressed and signed off by IRS IEP Authorizing Official or Authorizing Official Designated Representative (AODR) | 100.00% | - Security Status and Reports | |||
| - Monthly | Contractor Self-reporting; Periodic Inspection | ||||
| Random Sampling | 6% of Portal Security invoice | ||||
| 500 | Application Services | IRS.Gov and Microsite Availability – Managed Service Provider proposed measure | 99.99% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting; Trend Analysis | 6% of irs.gov invoice | |||
| 501 | Application Services | WCMS Availability - Monthly cumulative availability of WCMS as measured based on Priority 1 and Priority 2 Production tickets | 99.99% | - SLO Compliance Report | |
| - Monthly | Contractor Self-reporting; Trend Analysis | Negative CPARS and Award Term impact | |||
| 510 | Application Services | System Response Targets – website response time | 95.00% | SLO Compliance Report | |
| Monthly | Contractor Self-reporting; Customer Feedback, Trend Analysis | Negative CPARS and Award Term impact | |||
| 511 | Application Services | System Response Targets – search queries completed in 3 seconds or less | 99.00% | SLO Compliance Report | |
| Monthly | Contractor Self-reporting; Trend Analysis | Negative CPARS and Award Term impact | |||
| 512 | Application Services | System Response Targets – search queries completed in 3 seconds or less | 99.00% | SLO Compliance Report | |
| Monthly | Contractor Self-reporting; Trend Analysis | Negative CPARS and Award Term impact | |||
| 513 | Application Services | System Response Targets – irs.gov application transactions (user interaction with applications) completed in 5 seconds or less | 95.00% | SLO Compliance Report | |
| Monthly | Contractor Self-reporting; Customer feedback, Trend Analysis | 6% of Portal Application Services invoice | |||
| 514 | Application Services | System Response Targets – irs.gov application transactions (user interaction with applications) completed in 5 seconds or less | 95.00% | SLO Compliance Report | |
| Monthly | Contractor Self-reporting; Customer feedback, Trend Analysis | 6% of Portal Application Services invoice | |||
| 520 | Application Services | WCMS - % Successful content updates. | |||
| Content updates (including pages, files, user interfaces, templates and style sheets) to the Web Content Management System must be publicly available 30 minutes or less following completion of the publishing action within the WCMS. | 99.99% | SLO Compliance Report | |||
| Monthly | Contractor Self-reporting; Customer feedback, Trend Analysis | Negative CPARS and Award Term impact | |||
| 521 | Application Services | WCMS - % Successful content updates. | |||
| 100% of content updates (including user interfaces, templates and style sheets) to the Content Management System must be publicly available on all access sites, with all stale instances flushed from any IEP Web hosting cache components, within 30 minutes or less of completion of the CMS "publish" task by CMS user if published via CMS workflow: CMS “publish” action if published via CMS manual publish; or CMS publish date/time if published via scheduled publishing | 99.99% | SLO Compliance Report | |||
| Monthly | Contractor Self-reporting; Customer feedback, Trend Analysis | Negative CPARS and Award Term impact | |||
| 530 | Application Services | Application Development |
| All Managed Service Provider developed applications are available for use after completion of the deployment and there is no outage attributed to the application development. | 95.00% | SLO Compliance Report (During Transition, As required for new products and services) | Test plans and resports are received timely and approved by the IRS. | 6% of Portal Application Services | |||
| 531 | Application Services | Successful completion of the Section 508 test plans and completed test reports for additional products and services or enhancements that are planned for implementation into the new Website environment. | 100.00% | SLO Compliance Report (During Transition, As required for new products and services) | Test plans and resports are received timely and approved by the IRS. | Negative CPARS and Award Term impact | |
| 540 | Application Services | Implementation and Provision Services Availability |
| IEP 1.5 IDIQ Filing Season application readiness | 100.00% | Annually | Contractor Self-reporting; Trend Analysis | Award Term impact | |||
| 541 | Application Services | Availability of file transfer functionality | 99.99% | - Contractor Reporting Document | |||
| - Quarterly | Contractor self reporting | TBD | |||||
| 542 | Application Services | Upload file round-trip response time within 1 second for a file up to size of 5 gigabytes | 99.50% | - Contractor Reporting Document | |||
| - Quarterly | Contractor self reporting | TBD | |||||
| 543 | Application Services | Bulk file upload throughput of at least 5 gigabytes per second | 99.50% | - Contractor Reporting Document | |||
| - Quarterly | Contractor self reporting | TBD | |||||
| 544 | Application Services | File transfer success rate (file transfer success defined as file transferred without corruption). | 99.50% | - Contractor Reporting Document | |||
| - Quarterly | Contractor self reporting | TBD | |||||
| 545 | Application Services | File transfer function capability successfully transmits files without corruption | 100.00% | - Contractor Reporting Document | |||
| - Quarterly | Contractor self reporting | TBD | |||||
| 546 | Application Services | File security (in transit and at rest upon completion) – All files in transit during upload and download and at rest upon completion of upload are protected from unauthorized or accidental access or exposure | 100.00% | - Contractor Reporting Document | |||
| - Quarterly | Contractor self reporting | TBD | |||||
| 547 | Application Services | MSP Section 508 Compliance - | |||||
| For Managed Service Provider (MSP) developed applications, the MSP resolved all Section 508-related issues prior to deployment to Production in accordance with IRS policies and Legislative mandates. | 99.00% | - Contractor Reporting Document | |||||
| - Periodic, upon release | Contractor self reporting | TBD | |||||
| 550 | Application Services | Public User Portal (PUP) Application Availability - Application availability as measured from end-user points of presence | 99.99% | SLO Compliance Report | |||
| Monthly | Contractor Self-reporting | TBD | |||||
| 600 | Transition Services | TBD | TBD | TBD | TBD | TBD | |
| 700 | IRS Cloud Workload Intgegration Services | TBD | TBD | TBD | TBD | TBD |
SLO FeedbackComment References Index No. Service Area Performance Standard Acceptable Quality Level (AQL) Contractor Reporting Document Contractor Reporting Frequency Primary Monitoring Approach Penalty for not meeting AQL Comment or Question Approach/ Recommendation
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