L14PS00888_Attach_1__PWS_Revised.pdf

Division of Information Resource Management

Document Title: Attachment 1 – Performance Work Statement (PWS)

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

Solicitation Number: L14PS00888 Date: 9 Oct 2014

Contract Number: TBD Date: TBD

Bureau of Land Management

Information Technology Support Services

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

Table of Contents

1.0 BACKGROUND and GENERAL REQUIREMENTS

1.1 Background

1.2 General Requirements

2.0 BUSINESS OBJECTIVES

3.0 PERFORMANCE OBJECTIVES

3.1 Overview

3.2 Specific Functional Areas and Support Service Tasks

3.3 Staffing Requirements

4.0 DELIVERABLES and SCHEDULES

4.1 General

4.2 IDIQ Level

4.3 Task Order Level

5.0 PERFORMANCE STANDARDS

1.0 BACKGROUND and GENERAL REQUIREMENTS

1.1 Background

The Bureau of Land Management (BLM), National Operations Center (NOC), Division of Information Resource Management (DIRM) located in Denver, Colorado has a vision to establish a commitment to excellence in delivering quality Information Technology (IT) services and systems to its customers the first time, every time.

The DIRM supports the BLM's mission by providing collaborative technical leadership, guidance, application development, engineering, and enterprise administration of BLM IT infrastructure to the whole of BLM inclusive of state offices, field offices, national centers, interagency partnerships, and the Washington Office. The division emphasizes the application of IT to meet specific business processes to improve public service, enhance employee productivity, and improve data quality. The division’s intent and commitment is to support the BLM with superior information systems and processes that help serve customers better.

The DIRM will implement an environment that is capable of yielding consistent, repeatable and predictable IT project outcomes delivering high quality information systems and services to its customers. The DIRM is committed to providing our customers the highest quality systems and IT services by improving system engineering process discipline and planning through sound project management.

For additional information on BLM, go to: www.blm.gov For additional information on BLM NOC, go to: http://www.blm.gov/noc

1.2 General Requirements

1.2.1 Post Award Meeting

Upon award, a Kick-Off Post-Award Conference will be held and will include all pertinent Contractor Personnel, BLM Contracting Personnel and DIRM Representatives.

a. Date: Award Date +5 days

b. Time: To Be Determined (TBD) http://www.blm.gov/ http://www.blm.gov/noc

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

c. Location: TBD

d. Agenda: Review of contract, define roles and discuss any questions

1.2.2 Performance Based Services. This Performance Work Statement (PWS) describes a performance based work requirement in terms of the expected service output rather than task-based or “how” the work is to be performed.

1.2.3 Contractor Responsibilities/Support. The Contractor shall be responsible for all services/programs identified in the PWS and shall be the single point of contact for all communication. The Contractor shall provide the support services identified within the PWS to BLM.

1.2.4 Period of Performance. This Indefinite Delivery/Indefinite Quantity (IDIQ) contract will be awarded with a base period of one (1) year, with the possibility of four (4) option years. Anticipated performance period listed below is predicated on an award date of 30 March 2015; subject to change based upon award.

Base Period: 1 April 2015 – 31 March 2016 Option Year 1: 1 April 2016 – 31 March 2017 Option Year 2: 1 April 2017 – 31 March 2018 Option Year 3: 1 April 2018 – 31 March 2019 Option Year 4: 1 April 2019 – 31 March 2020

The period of performance for each Task Order will be defined within that Order itself; option periods are possible within the Orders.

1.2.5 Place of Performance. In general, unless otherwise identified at the Task Order Level, the Contractor shall plan to provide its own office space, equipment, software, communications, supplies and furnishings for their personnel. For the most part, the Government anticipates that it will only provide limited office space and equipment for key personnel as necessary. The requisite place of performance and the facilities to be provided by the Government will be identified at the Task Order Level.

Requirements for on-site meetings will be identified at the Task Order Level. BLM will provide access to all required space, supplies, and facilities as needed for meetings, briefings and other required on site activities with BLM staff. Meetings, briefings, or other activities that are to be at the BLM site must be scheduled at least one (1) day in advance with the applicable Contracting Officer’s Representative (COR) to ensure space is available.

Possibilities may exist for virtual coordination between the Government and the Contractor, yet initially BLM does not have the capacity in many cases to support such coordination; it is, however anticipated that this capability will become more accessible over the course of this contract. Therefore, especially initially, any virtual coordination needs requiring expenditure will be paid by the Contractor inclusive of the need to rent space (such as renting space in the General Services Administration (GSA) Building 41 on the Denver Federal Campus), equipment, etc.

in order for BLM to participate. Possibilities should be identified at the Task Order Level by the Program, yet the Contractor may also address these possibilities at the Task Order Level.

1.2.6 Core Hours of Operation. In the instance where Contractor Personnel are working at the Contractor’s own facility, the Contractor will assure that said personnel will be available during the core hours of 9:00 a.m. Mountain Time (MT) to 3:00 p.m. (MT) or as otherwise noted under each Task Order.

In the instances where Contractor Personnel are working at a directed BLM site, the core hours for the BLM DIRM are Monday-Friday 6:00 a.m. (MT) to 6:00 p.m. (MT); specific work hour requirements will be addressed at the Task Order Level.

1.2.7 Federal Holidays. The following Federal Holidays are observed by DIRM which the Contractor needs to take into consideration for coordination purposes. When a Holiday occurs during a weekend, it will be observed either the Friday preceding or the Monday following for Saturday and Sunday respectively.

New Year’s Day, January 1st Martin Luther King’s Birthday, 3rd Monday in January President’s Day, 3rd Monday in February Memorial Day, Last Monday in May Independence Day, July 4th

Labor Day, 1st Monday in September Columbus Day, 2nd Monday in October Veteran’s Day, November 11th Thanksgiving Day, 4th Thursday in November Christmas Day, December 25th

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

1.2.8 Adverse Weather Conditions. During adverse weather conditions, the Contractor shall continue to provide services that have not been cancelled due to weather. Delayed-reporting or early release (for government employees) in and of itself does not constitute cancellation of requirements or relieve the Contractor of PWS responsibilities. Contractor is responsible to contact the Contracting Officer’s Representative (COR) to see if the planned activity is affected.

1.2.9 Security.

The BLM places the utmost importance on IT Security to ensure that assets and information are safeguarded.

BLM uses multiple layers of security starting at the Internet gateway all the way down to the individual user's permissions/privileges and their desktop configuration. The BLM also has a very active IT Security monitoring and analysis program in which systems and users’ activities are logged and analyzed. The Contractors will be an integral part of the IT Security at all layers. Each task created within this PWS will have some level of responsibility for IT Security and access to sensitive information.

A. Contractor Personnel Security and Suitability Requirements (DIAPR 2010-04)

Performance of this contract requires Contractor personnel to have a Federal Government issued Personal Identity Verification (PIV) credential before being allowed unsupervised access to a DOI facility and/or information system. The COR will be the requesting official, and will make arrangements through a DOI Access Card Sponsor for personal identity verification and DOI Access Card issuance.

At least two weeks before start of each Task Order performance, the Contractor must identify all Contractor and Subcontractor personnel who will require physical and/or logical access for performance of work under this contract. Physical Access means routine, unescorted or unmonitored access to non-public areas of a Federally-controlled facility. Logical Access means routine, unsupervised access to a Level 3 or 4 federally controlled information system. The Contractor must make their personnel available at the place and time specified by the COR or DOI Access Card Sponsor in order to initiate screening and background investigations. The following forms and inquiries, or their equivalent, will be used to initiate the credentialing process:

OPM Standard Form (SF) 85 or 85P

OPM Optional Form (OF) 306

National Criminal History Check (NCHC) (local procedures may require the fingerprinting to be done at a police station; in this case, any charges are to be borne by the Contractor)

Release to Obtain Credit Information

PIV card application (web-based) (DOIAccess Card Request Form)

Before starting work under this contract, an NCHC will be initiated to verify the identity of the individual applying for clearance and to determine the individual’s suitability for the position. If the NCHC adjudication is favorable, a DOI Access Card may be issued for that individual. If the adjudication is unfavorable, the credentials will not be issued and the Contractor must make other arrangements for performance of the work.

In the event of a disagreement between the Contractor and the Government concerning the suitability of an individual to perform work under this contract, DOI shall have the right of final determination.

Contractor employees must give, and authorize others to give, full, frank, and truthful answers to relevant and material questions needed to reach a suitability determination. Refusal or failure to furnish or authorize provision of information may constitute grounds for an other than favorable suitability determination or denial or revocation of credentials. Government personnel may contact the Contractor personnel being screened or investigated in person, by telephone or in writing, and the Contractor must ensure they are available for such contact.

Alternatively, if an individual has already been credentialed by another Federal agency and that credential has not yet expired the Government will determine whether further investigation is necessary. In that case, the Contractor must provide the COR with documentation that supports the individual’s credentialed status.

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

Contractor employees who have been favorably adjudicated may be issued a DOI Access Card, which must be activated at a USAccess Credentialing Center. Those Contractor employees not located within a reasonable travel time of a USAccess Credentialing Center will be screened and issued alternate credentials, such as temporary access badges.

During performance of the contract, the Contractor must keep the COR apprised of changes in personnel to ensure that performance is not delayed by compliance with identity verification (background investigation and credentialing) processes. Credentials that have been lost, damaged, or stolen must be reported to the COR and Issuing Office immediately. If reissuance of an expired credential is needed, the reissuance process must be coordinated through the COR.

At the end of contract performance, or when a Contractor employee is no longer working under this contract, the Contractor must ensure that all identification cards is immediately returned to the COR.

This requirement must be incorporated into any subcontracts that require Subcontractor personnel to have routine unsupervised access to a federally controlled facility or any unsupervised access to a federally controlled Level 3 or 4 information systems.

B. Other Requirements

At a minimum, at the time of award of each Task Order, the Contractor shall provide Key Personnel possessing the appropriate background investigation required by the Task Order. Furthermore, at the discretion of the Government, higher levels of background investigation may be required for certain positions and will also be identified at the Task Order Level. (Collectively these background investigation levels will be referred to as National Agency Check with Inquiries (NACI) background investigations herein).

Project Information Non-Disclosure Agreement – For each Task Order awarded, and prior to beginning work under the Task Order, the Contractor shall submit, to the COR and CO, signed Project Information Non- Disclosure Agreements (NDA) (Exhibit 2) from all employees, inclusive of sub-contractors, that will be working on the Task Order.

Application / Data Security - Contractor staff may have access to privileged and confidential materials of the United States Government. These printed and electronic documents are for internal use only and remain the sole property of the United States Government. Some of these materials are protected by the Privacy Act of 1974 (AMENDED) and Title 38 Code of Federal Regulations (Title 38). Unauthorized disclosure of Privacy Act or Title 38 covered materials is a criminal offense. Each Contractor employee will be given access to only the information and facilities needed to perform the work associated with the Task Order.

System Security - The Contractor shall comply with all the Federal, Office of Management and Budget (OMB), and DOI policies, directives, procedures and memorandums in effect at BLM. Copies to be provided upon award of the IDIQ Contract.

1.2.10 Compliance. In addition to compliance with Section 508 of the Rehabilitation Act, the Contractor shall comply with Federal and DOI IT policy and procedural guidelines. The Contractor shall also comply with applicable specifications and standards found in the National Institute of Standards and Technology's (NIST) Federal Information Processing Standards Publications (FIPS PUBs) (http://www.nist.gov/itl/fips.cfm), and the use of ANSI/EIA Standard 748 (As Amended) Earned Value Management System (EVMS) (http://webstore.ansi.org/FindStandards.aspx?SearchString=EIA-748- C&SearchOption=0&PageNum=0&SearchTermsArray=null%7cEIA-748-C%7cnull).

1.2.11 Travel. Anticipated travel will be addressed in each Task Order and will be a reimbursable Contract Line Item Number (CLIN) subject to compliance with the federal travel regulations found at:

http://www.gsa.gov/portal/content/104790?utm_source=OGP&utm_medium=print-radio&utm_term=ftr&utm_campaign=shortcut.

NOTE: Prior to the Contractor making any travel arrangements, the Contractor will submit to the CO, Contract Specialist (CS) and COR a written request for travel outlining exactly who will be traveling, the destination of travel, mode(s) of transportation, when the travel will take place and, finally, the Contractor must state what the http://www.nist.gov/itl/fips.cfm http://webstore.ansi.org/FindStandards.aspx?SearchString=EIA-748-C&SearchOption=0&PageNum=0&SearchTermsArray=null%7cEIA-748-C%7cnull http://webstore.ansi.org/FindStandards.aspx?SearchString=EIA-748-C&SearchOption=0&PageNum=0&SearchTermsArray=null%7cEIA-748-C%7cnull http://www.gsa.gov/portal/content/104790?utm_source=OGP&utm_medium=print-radio&utm_term=ftr&utm_campaign=shortcut http://www.gsa.gov/portal/content/104790?utm_source=OGP&utm_medium=print-radio&utm_term=ftr&utm_campaign=shortcut

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014 travel supports in the contract, specifically tying it to an exact task or CLIN. Upon receipt, the COR will communicate if the requested travel is necessary or not in writing to the CO; the CO will then issue a final determination of approval/disapproval in writing. The Contractor is responsible for requesting these travel approvals far enough in advance to accommodate all necessary approvals. If an approval is not garnished in advance, the Contractor may be responsible for all travel costs incurred.

1.2.12 Training

A. Technical Training. In the performance of work under this PWS, the Contractor is required to provide fully trained, personnel to perform the required services. No direct cost reimbursement will be made by the Government for training Contractor employees who are not proficient in the Related Technologies for Applications (Attachment 4).

In cases where the Government replaces equipment, systems and software or introduces new equipment, systems and software which are significantly different from those previously supported reimbursement will be considered. In advance of any training, the Contractor will work with the COR to identify the type of training necessary, for which personnel and quantity. This information will then be provided to the CO for final approval and modification to the associated Task Order(s).

B. BLM Training. The following training will be required to be successfully completed by all Contractor employees, as applicable in order to gain access to BLM’s IT accounts, the internal IT network or IT resources accordingly. After initial successful completion, the training is required annually:

1) All Contractor employees who create, access or dispose of BLM data or information are required to complete web based training courses on Records Management, the Freedom of Information Act, and the Privacy Act. This training takes approximately two hours.

2) All Contractor employees who are given BLM IT accounts, have access to BLM's internal IT network or IT resources are required to complete web-based general IT Security training and web based role-specific IT Security training. This training takes approximately ten hours.

3) All Contractor employees who are given BLM IT accounts, have access to BLM's internal IT network or IT resources may be required to complete a web based certification of storage of a particular type of data.

Requirements for this certification will be identified within each Task Order. This certification is required annually and takes approximately 15 minutes.

1.2.13 Government Furnished Property. At a minimum, offsite, the government will provide laptops with Virtual Private Network (VPN) connection. Onsite, the government will furnish a laptop with VPN capabilities, a desk, and chair. Further, additional/potential other Government Furnished Property (GFP) will be identified at the Task Order Level.

NOTE: Work performed at the Contractor's facility likely will require access to the BLM infrastructure. Currently this can only occur through the use of Government provided laptops with Virtual Private Network (VPN) connection; it is projected that this capability may change over the course of the contract yet is not guaranteed.

Any access must be in compliance with Section 1.2.9 Security.

1.2.14 Government Furnished Information. In general, Government Furnished Information (GFI) will be provided by the COR as specified within each Task Order.

In some cases, the delivery of GFI may be accomplished through direct coordination with the current incumbent Contractor. The applicable COR will be responsible for oversight of this effort to assure that the Government’s interests and integrity are maintained. This requirement, along with any pertinent information, will be identified at the Task Order Level.

1.2.15 Key Personnel

A. Definition of Key Personnel and Resume Approval

The Contractor shall appoint the following Key Personnel to be maintained throughout the course of this contract and at the Task Order Level (herein after referred to as Key Personnel):

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

1) Project Manager (PM) – The Department will not issue a task order exclusively for the PM’s services, however this individual will be accountable at the Task Order Level and is expected to provide oversight of all Task Orders. This person will also be responsible for presenting the QSR and briefings per Section

4.2 Deliverables and Schedules herein.

2) Additional Key Personnel - The requirement for these individuals will either be identified at the Task Order Level or proposed by the Contractor when applicable.

Only those persons whose resumes are approved by the Government shall be assigned to perform any task of the above positions.

B. Key Personnel Changes

No Key Personnel substitutions or additions will be made unless necessitated by compelling reasons. In such an event, before the substitution of any Key Personnel at all levels occurs, the Contractor must provide the information required by Section 1.2.15.C Key Personnel Change Requests herein to the CO and COR.

Proposed substitutes must have qualifications that meet or exceed the qualifications necessary for the Key Personnel Title being bestowed.

Additions of Key Personnel at any level may constitute a modification; this prospect must be discussed with the CO to formulate the correct form of action should this be required. If a modification is not necessary the procedures outlined herein would apply.

C. Key Personnel Change Requests

At least fifteen working days in advance of the proposed change when advanced notice is possible, a request for a Key Personnel change shall provide a detailed explanation of the reason for the proposed substitution or addition; a complete resume for the person to be substituted or added; and any other information requested by the CO or COR. The CO will promptly evaluate and respond to such requests per 52.212-4(ADDENDUM)

(a) BLM’s and Contractor’s Response Times.

1.2.16 Continuity of Services

The Contractor shall develop a General Continuity of Services Plan to accomplish phase-in and phase-out as follows:

A. Phase-In

Task Orders under this contract may require close coordination not only with BLM staff, but also with other BLM Contractors including those executing ongoing projects and the BLM Operations and Maintenance (O&M) Contractor currently responsible for such tasks. BLM staff will mediate this coordination with other contracting organizations. Contractors awarded Task Orders under this contract will participate in project meetings and system coordination meetings or conference calls with the O&M Contractor every two weeks until the transition is complete. In addition the Contractor will participate in system coordination meetings with other IT Contractors as the BLM deems necessary.

Requirements for coordination will be identified within the Task Orders by establishing a ‘Phase-In’ stage with a set timeframe at the beginning of each Task Order. During this ‘Phase-In’ timeframe, the Contractor will acquire an understanding of BLM business activities as it relates to application systems, IT infrastructure, and present BLM and Contractor staff resources. To accomplish this level of operational readiness, the Contractor shall implement its General Continuity of Services, Phase-In Plan, supplemented by any requirements specific to each Task Order.

B. Phase-Out

Similarly to the Phase-In stage, the Contractor shall implement its General Continuity of Services, Phase-Out Plan supplemented by any requirements specific to each Task Order.

Consistent with 52.237-3 Continuity of Services upon which the Contractor’s plan is based, the Contractor shall assist the Government in planning and implementing a complete transition from this Task Order to the incoming

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014 support provider. This shall include formal coordination with the Government and incoming provider staff and management and delivery of soft copies of existing manuals and documentation, procedures, knowledge, documentation, hardware, software, and required metrics and statistics.

2.0 BUSINESS OBJECTIVES

The primary objective of this IDIQ contract is to establish business partnership relationships to meet a broad range of current and anticipated needs for IT services for all of BLM

Specifically, the new contracting relationships are envisioned to fulfill the following goals while working cooperatively with other Contractors performing work for the BLM:

1. Identify and secure long term relationships with capable providers for key business and technology services.

2. Streamline procurement processes to support dynamic business and technology needs.

3. Provide access to technology solutions and alternative approaches for achieving business objectives per http://www.blm.gov/wo/st/en/info/About_BLM.htmlw.

4. Continuously strive to improve practices and procedures understanding the ever-evolving IT Environment.

5. Provide cost effective solutions through competition amongst the Contractor awardees.

The DIRM intends to use the resultant IDIQ contract as our primary (but not only) source for fulfilling IT Application requirements resulting in multiple Task Orders to be performed simultaneously, with the ultimate goal to:

1. Achieve greater return on IT investment.

2. Achieve consistent IT service delivery.

3. Improve asset utilization.

4. Provide an enterprise view of IT.

5. Strengthen and standardize IT management within the Bureau.

6. Increase security posture.

3.0 PERFORMANCE OBJECTIVES

3.1 Overview

The DIRM develops, operates and maintains approximately 40 software applications for the BLM. These applications are national in scope and assist bureau programs in the management of over 260 million acres of land in the United States.

Additional information about existing software application architecture can be found in Attachment 4 Related Technologies for Applications

The DIRM is in the process of consolidating IT systems and services through technologies and architectural strategies such as virtualization, centralized and cloud-based hosting. Other major effort forecasted over the next several years are mobile development and application reengineering/refactoring. In addition to new system/application development, the Contractor will be expected to assist in the maintenance of existing systems in their current configurations and assist with the migration of these systems to new operating methods and environments.

IT services under the resultant Orders will require the Contractor to provide a range of technical and non-technical services associated with the management of programs, systems, software applications, functions, projects, and activities assigned to BLM IT community. Work performed by the Contractor may involve any or all stages of a system’s lifecycle.

Contractor management shall ensure all work is performed in a consistent, repeatable, predictable, and coordinated manner. Facilitation of data sharing among BLM programs and other users of BLM data shall be a major focus and identified as such in applicable Task Orders. Products provided amongst different BLM program offices shall be as compatible as possible while being responsive to individual program office needs.

BLM highly encourages The Contractor to continuously improve practices and procedures throughout all aspects of the Contractor’s performance to help ensure quality products. Whenever appropriate, the Contractor is encouraged to recommend alternative solutions, approaches, changes or corrections.

http://www.blm.gov/wo/st/en/info/About_BLM.html

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

3.2 Specific Functional Areas and Support Service Tasks

3.2.1 Functional Areas

The following enumerates the Primary Functional Areas, inclusive of associated activities/tasks, that the Contractor may be engaged in under this Contract:

1. Application Development (Life-Cycle Management, Design, Development, Testing and Operations and Maintenance (O&M))

Application development (often times called software development) is the process of developing software products that directly meet a need of the customer business responsibilities. The process can include a single mobile application, a stand-alone application, an Enterprise Resource Planning (ERP) system and everything in-between. While there isn’t a set definition for process most agree to the common best practice activities of: requirements gathering, design, implementation, testing, and maintenance. In addition to these best practices BLM considers the following activities/tasks to also fall within this functional area:

Technical

Full Systems Development/Maintenance Life-Cycle Support

Including, but not limited to, methodology and standards development; requirements development, business process analysis associated with IT, technology research, communications analysis/management, system architecture, system development and maintenance, software development, re-hosting applications, conversion of legacy systems, COTS analysis and implementation

Data Administration/Management and Modeling

Mobile (iOS and Android at a minimum) Development

Web Design and Development

Mobile/Responsive Design Development

Technology Research and Development

Quality Assurance

BLM Data Registry

Test and Evaluate Software

Internet/lntranet Development and Maintenance

Post Implementation Reviews

Requirements Development/Analysis

Requirements Analysis

Portal Development and Maintenance

Program Support

Project Management Support

Business Process Analysis

Use Case development

Business Case Mapping

Business Case Preparations and Studies

Conduct User Conferences/Walkthroughs

Database Administration/Management

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

2. Application Training and Help Desk Operations

Application training is the act of planning, developing, and/or instructing training specific to an application.

Training can be performed in many formats such as end-user instruction or computer based training.

Help desk operations provides a single point of contact for all users whenever IT customer support is needed.

A single point of contact allows BLM to ensure service levels meet expectations in the areas of response quality, action, feedback, timeliness, and solutions. 1800BLMHelp is established as the Tier 1 help desk for all BLM technical issues. Tier 2 and 3 services are spawned from the initial point of contact whenever needed and provides more technical and application specific support to customers per this PWS.

BLM considers the following activities/tasks to also fall within this functional area:

Training for Legacy and New Systems

Third Party Products Training

BLM Client Awareness Training

Product Development Tools Training

Training Support

Helpdesk Support, Tier 2+ Help Desk Operations

Technical Equipment Support

3. Project, Forecasting and Planning, Security, and Quality Control

Project forecasting and planning ensures the identified processes, activities and outputs necessary to ensure that projects are well conceived, cost-effective, and support its missions and business goals. It is based on guidance from the Office of Management and Budget (OMB), United States Congress and the General Accounting Office (GAO), Washington Office (WO800), and/or Information Technology Investment Board

(ITIB).

Security is an integral element of today’s IT environment. As explained by NIST information and computer systems are critical assets that support the mission of organizations. The primary focus of our security is to serve as a trusted advisor to the federal community by provisioning sound security services that balance the business need with the security risk while ensuring compliance with federal regulations. The primary guiding factors for these activities are Federal Information Security Management Act of 2002 (FISMA) and NIST Special Publications (800 series).

Quality control efforts are those that provide the foundation for and oversees the efforts such as Quality Assurance (QA), Configuration Management (CM), Project Management (PM), and Independent Verification and Validation (IV&V) to improve products and services provided by the BLM IT community, specifically

DIRM.

BLM considers the following activities/tasks to also fall within this functional area:

System Security Analysis

Systems Security Testing

Configuration Management

Change Management

Release Management

Project Planning and forecasting

Knowledge Management

Technical Security Support

Software Quality Assurance

4. System Engineering Support

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

Systems engineering has been defined as the science of designing complex systems in their totality to insure that the component subsystems making up the system are designed, fitted together, checked and operated in the most efficient way. Stages of system engineering best practice include: system concept, system definition and preliminary design, detailed design and development, system production or fabrication, and system operation and support. Specific areas include:

Technology Analysis and Assessment

Test and Develop Telecommunication Methodologies

WAN/LAN Support

Telecom and Radio Communication Analysis and Support

Technical Engineering and Support

Systems Analysis and Documentation

Design Reviews (Preliminary and Detailed)

Mobile Application Engineering

5. Geospatial Technology

Major resources utilized to effectively meet the mission of BLM are Geographic Information Systems (GIS) and other associated geospatial technology. As defined by wiki.gis.com GIS is an integrated collection of computer software and data used to view and manage information about geographic places, analyze spatial relationships, and model spatial processes. A GIS provides a framework for gathering and organizing spatial data and related information so that it can be displayed and analyzed. Examples of the associated types of activities are:

Geographical Information System (GIS) Services

Spatial Data Management (SDM) Support

GIS Application Development

GIS Tool development

Geodatabase management

GIS Web Application Development

GIS Design

GIS Administration

6. Miscellaneous Technical Services

In addition to the specific functional areas called out above there are a plethora of services which an enterprise IT office are required to perform to meet the needs of their organization. Some specific areas not easily categorized above but recognized as active or future areas of work are:

Statistical Services Accessibility Standards.

Communications Management/Support

Knowledge Management

Strategic Planning

Enterprise Architecture

Technical Library Management

Technical Analyses

Feasibility Studies

Data Entry

Preparation and Presentation of Management Briefing Materials

Development of product newsletters and any other effective communication aids needed to provide system related information to interested parties

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

Develop Guidelines and Standards

Assist with COTS Selections & Evaluations

Technical Writing

Software Library Management

3.2.2 Support Service Tasks

Applications Development Life Cycle (ADLC) Support Services. This section describes the types of support services that may be required under task orders to be issued under the ITSS contracts.

1. Service Development. Design principles and methods for converting strategic objectives into projects and service assets. Includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels and conformance to standards and regulations. It guides organizations on how to develop design capabilities for Service Management.

2. Service Operations. Provisions for effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operations, therefore making it a critical capability. Maintain stability in Service Operations, allowing for changes in design, scale, scope and service levels. Supporting operations through new models and architectures such as shared services, utility computing, web services and mobile commerce.

3. Service Management. Support for establishing an IT Service Management (ITSM) process intended to align the delivery of IT services with needs of the enterprise, emphasizing benefits to customers. Assistance in managing the paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. These services will be based upon the Information Technology Infrastructure Library (ITIL), a globally recognized collection of best practices for IT service management. Additional support for ITSM audits based on analysis of four key performance indicators in specific ways:

Growth and value, which involves tracking revenue growth against investment and utilization.

Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.

Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.

Communication effectiveness, which involves examining internal customer feedback and gauging customer satisfaction and awareness

4. IT Planning. Identification, evaluation and recommendation of solutions and opportunities, including the modification and process re-engineering of existing systems to encourage and facilitate the development of integrated systems, provide added functionality and improve productivity, while taking into account all applicable federal standards and procedures and the client organization’s standards and policies. Includes support for enterprise architecture planning, migration planning, implementation governance, and technology architecture. Also includes IT Strategy and Vision Development, IT Effectiveness Analysis, and IT Cost Reduction.

5. Project Management Support. Providing assistance to a Government Program Management Office (PMO).

This support could include performing and/or assisting the PMO staff in the development and maintenance of program and project plans, standard operating procedures, contingency plans, continuity of operations, and other documentation. It may also include acquisition support by preparing procurement related documentation, such as Performance Work Statements, independent Government cost estimates, internal acquisition review board packages and justifications, and source selection material. Financial management support could include the collection and management of financial data; assisting in financial analysis tasks;

tracking project progress against the baseline plans; and preparing required financial reports. Project Office support could include project management, which would allow BLM to track and align expenditures across the

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014 multiple projects in a manner that would dedicate specific investment percentages to broad areas of IT, such as infrastructure, application development and operations, new technology, etc. Other support may include providing meeting support by planning and arranging for meetings, preparing meeting materials and recording and disseminating minutes; development and tracking of correspondence, reports and briefing materials;

maintenance of a document library. Support may also include researching and providing recommendations on best practices to improve areas within Project Management; evaluating issues and providing recommendations related to program cost, schedule, and performance; and, providing analysis and recommendations to respond to Congressional, other Government agencies, and industry inquiries; audits; or Congressional testimony at the request of our Washington Office or DOI.

6. Requirement Analysis. A set of procedures and processes followed by the project team to determine functional and system requirements and their relative importance to users. Users’ requirements are documented meaningfully using automated requirements gathering tools, wherever applicable. It is assumed that the user knows what he wants, but has difficulty in translating requirements into data-processing terminology. This procedure helps get the requirements in writing to guide the subsequent efforts of the systems design and implementation. This sub-phase is one of the most important in the entire project life-cycle.

7. Agile Development: Systems Development Life-Cycle (SDLC) methodology which implements a number of phases that are repeated in cycles, with a feedback loop after each cycle is completed. Agile is characterized by:

Direct involvement of the customer in product development

Use of multiple development iterations to learn about and evolve the product

Customer willingness to share in the responsibility for decisions and risks

8. Feasibility Study. Identifies objectives, requirements, system concepts, and candidate approaches. It researches possible solutions and analyzes commercial off-the-shelf (COTS) products available for achieving the objectives. Includes familiarity with various COTS products in the marketplace. May include making recommendations on the approach to be taken. The feasibility studies will be used by managers to decide whether to proceed with the task.

9. Cost-Benefit Analysis. An in-depth evaluation of a given approach as to technical feasibility and/or the benefits to be gained for a specific cost. The analysis involves identifying, developing and analyzing the costs (actual and opportunity) and benefits of a given approach in quantitative terms if feasible and in qualitative terms otherwise, and preparation of a recommendation to proceed or not to proceed. The user may require that this type of analysis occur independently or with other activities comprising a full system development effort.

10. Business Process Re-engineering. A complete analysis of the processes used to generate desired products and services with a possible revamping of the entire approach. The primary drivers should always be the customer’s needs. These needs ultimately dictate the scope and the level of technology investment.

The issues that need to be reconciled include time, quality, customer perspective, people empowerment, efficiency and flexibility. Technology is considered a potential enabler of the new approach. Includes support for feasibility studies, cost benefit analysis, process modeling, business event modeling, organization design, business strategy, and change management/leadership.

11. Systems and Information Engineering. An integrated set of methodologies and products used to guide and develop information processing within an organization. It starts with enterprise-wide strategic planning and ends with operational applications. It includes activities required for the support of operational systems oriented toward enhancing operations of hardware and software systems to include the collection and analysis of systems information, diagnosis of problems and development of recommendations to resolve problems. It establishes and maintains systems and software configuration baseline data and documentation.

It includes redesign activities that modify functionality and/or produce technical improvements to enhance software and security. It monitors system execution and performance; tracks and reports change requests (CRs) and discrepancy reports (DRs); performs problem analysis and resolution; and provides technical

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014 assistance to the end-user. It performs system and software conversion activities that include the transition of existing applications from one environment to another. It performs production control activities such as the support of cyclical changes to operational workloads, data compression, data restores, reorganization of files, recovery of systems, production of reports, download/upload of information, and setup and verification of fields and programs for the execution of production runs. It prepares and executes disaster recovery procedures; analyzes, compiles and aggregates data to produce statistical trend analysis reports; develops user-friendly interfaces between different automation functions and upload/download capabilities; and develops and implements an audit strategy to ensure the integrity and confidentiality of data.

12. Systems and Database Design. Includes the design approach, alternative designs and analysis, and impact analysis. Maps and maintains traceability of the design to requirements; develops user interfaces; identifies the major components and interfaces of the system; determines impact on work flow processes; and develops testing strategies, test cases and testing plans. Also includes conducting design reviews to clarify design drivers; select an IT platform and/or architecture; identify and weigh portability considerations, potential capacity and performance implications; identify existing systems that may be reused; identify any integration issues with legacy systems; and other pertinent design information. Unique database design tasks include creating the logical and physical database design for a system using data modeling and data normalization techniques.

13. Systems Procedures and Standards. Devising systems procedures and standards using all applicable standards and procedures as required by the Federal Information Processing Standards (FIPS), BLM requirements, other standards, and the client organization’s standards and policies. Includes identifying the applicable standards and procedures and making recommendations about their use to the client organization.

14. Systems Development and Testing. Translating system specifications and detailed design documentation into system components, or code or both. May include initial development of a prototype of the system that will be tested and evaluated before the systems development effort using automated testing tools, whenever applicable. Includes: developing code, conducting peer reviews and providing summary progress of the development effort; establishing and maintaining the integrity of baseline configuration, software version descriptions and related documentation; establishing test and verification procedures to ensure system integrity so that the system meets functional requirements; and, conducting unit, system and integration testing to validate the system's capabilities. Also includes Performance Testing to verify that the system meets specific response time requirements and User Acceptance Testing to verify that target user groups concur that the business objectives are met.

15. Systems Installation and Acceptance. All activities associated with the installation and operation of the system. During systems implementation, includes providing support through the development of prototype installation test plans, installation test reports and the preparation of systems manuals including operations, maintenance and user manuals customized by site. Delivery of the system and all documentation and products associated with the system. Installation, integration, testing and implementation of the systems developed to include all activities associated with data conversion, data collection, capture, validation, and verification, user training and system turnover.

16. Systems Programming. Programs are written using the programming standards established by the client organization. Substantial emphasis is put on a structured process for preparing a test plan, which outlines all of the testing to be done. The programmer plans testing problems thoroughly before the testing begins. The results of the testing are then reviewed by qualified personnel to decide that each program and module is operating satisfactorily.

17. Systems Integration. Includes the analysis of the distribution of functionality across systems, development of system interface concepts, designs and specifications, and the development of specifications and standards for information transfer between systems.

18. COTS Integration. Includes implementing COTS solutions such as the configuration of COTS database tables, parameters, and interfaces, as well as the design, development and test of Reports, Interfaces, Conversions, Extensions and Forms.

Description: Information Technology Support Services (ITSS)

Conforms To: FAR 2014, FAC 2005-76 Effective Date: 25 Aug 2014

19. Interoperability Verification and Testing. Verification and testing to ensure interoperability with existing systems. May include access to existing mainframes and servers, compatibility with operating systems, COTS software and client organization applications, and communications and telecommunications systems.

20. Systems Conversion. Converting systems from current environments to new ones including newer evolving/evolved web-based technologies. May include the development of specifications, programming, testing and documentation. Legacy systems may also be selected for the development of new front-end user interfaces. New user interfaces may include web-based or web-enabled front ends.

21. Systems Enhancements, Support,…