DRAFT_PWS.docx

Resources Fiscal Finance, Kansas City/Indianapolis (RFF-KCI) Military Pay Systems Support Performance Work Statement (PWS)

1. INTRODUCTION

The purpose of this Performance Work Statement (PWS) is to identify the functional task requirements for software maintenance and support services for the Marine Corps’ Military Pay and the Department of Defense (DOD). Functional activities of the software maintenance support include conducting studies, assessments, and reviews of problems within Marine Corps Total Force System (MCTFS), correcting pay records, drafting reporting procedures and briefing slides, and correcting current systems logic, as defined herein.

2. BACKGROUND

2.1. RFF-KCI’s area of responsibility includes providing and maintaining system support of financial information and related technology services that comprise the United States Marine Corps (USMC) pay system. This is accomplished through the maintenance, planning, design, and operation of essential Marine Corps pay and personnel systems. MCTFS is the integrated pay and personnel system for over 550,000 personnel, both active and reserve Marines. MCTFS interfaces with a large number of external systems, known as the MCTFS Family of Systems (FOS) (See paragraph 4.2.3).

2.2. Performance of these tasks have historically involved knowledge of the following Information Technology (IT) and financial management skill sets:

· processing reserve pay adjustments;

· monitoring Electronic Fund Transfer (EFT) payments;

· adjusting pay hold flags;

· inputting unit diaries;

· processing work incapacitation pay for wounded warriors;

· processing reserve medical entitlements;

· processing out of balance reports for USMC active and reserve personnel;

· processing reserve out of service debt cases;

· processing retiree out of service debt collections;

· computing line of duty computation payments;

· monitoring separations processing across the Marine Corps;

· providing Electronic Document Access (EDA) system support;

· conducting remote reviews of disbursing /finance office activities;

· preparing performance reports and statistics;

· providing finance and administrative schoolhouse curriculum support;

· conducting validation for unemployment compensation entitlement for separated Marines;

· processing systems access requests; and

· providing general support for any other systemic or procedural deficiency concerning pay for Marine Corps reserve or active duty forces.

The Contractor is required to have knowledge of how to complete the tasks listed above, but will not be required to perform the specific tasks.

2.3. The historical level of total system changes to MCTFS with a varying level of complexity is as follows:

This historical information is provided for informational purposes only. No price adjustment increase or decrease will be made for a corresponding increase or decrease in the number of system changes for the life of the contract.

3. SCOPE

The Contractor shall provide support services to assist in monitoring MCTFS and the MCTFS FOS in order to maintain MCTFS functionality in compliance with the Federal Information System Controls Audits Manual (FISCAM) and support full systems operation on a continuous basis while minimizing degradations in services or unscheduled systems interruptions. In order to perform the tasks identified in this PWS, the Contractor must possess the IT and financial management skill sets necessary to understand military pay system operations.

4. FUNCTIONAL REQUIREMENTS

4.1. PROGRAM MANAGEMENT

4.1.1. The Contractor’s Program Manager shall oversee the overall program management for the Contractor, ensuring accuracy, completeness, and compliance with RFF-KCI policies and standards.

4.1.2. The Contractor’s Program Manager shall be responsible for determining the Contractor’s staffing, management, organization, authority, and responsibility in the areas of scheduling, technical performance, operations maintenance, quality, deliverables, systems engineering management, and administration.

4.1.3. The Contractor shall provide a program management plan (CDRL B001).

4.2. SOFTWARE AND SYSTEM MAINTENANCE

4.2.1. The Contractor shall be responsible for the maintenance of MCTFS and interfaces with the MCTFS FOS.

4.2.2. The Contractor shall monitor the following systems in order to identify discrepancies in interfaces with MCTFS (the following systems collectively comprise the MCTFS FOS):

· CICS Production - Customer Information Control System (daily)

· CICD Development - Customer Information Control System USMC Development (daily)

· CICSYT Programmer Test - Customer Information Control System Programmer Test (daily if any projects are residence in the MCTFS test environment if not monitor on a weekly basis)

· CICSY - Customer Information Control System Production Fix(daily if any projects are resident in the MCTFS test environment, otherwise monitor on a weekly basis)

· CIR - Collections Information Repository (daily)

· COGNOS - Report generating Software (daily)

· Defense Travel System (DTS) (daily)

· DFAS - Eportal (daily)

· DLT Tool (Decision Logic Tables) (daily)

· DRAS - Defense Retirement Annuity System (daily)

· DRI - DDS (Deployable Disbursement System) Repository Initiative (daily)

· DTMS - Document Transmittal Management System (daily)

· EDA - Electronic Data Access (daily)

· GWA - Global Wide Accounting (daily)

· INFOPAC RDS - Information Pack Remote Data Storage (daily)

· ITIM - Tivoli Identity Manager (daily)

· JIRA - (daily)

· MARINE NET (daily)

· MIAP - Multi-Host Internet Access Portal (daily)

· Microsoft Office - Outlook, Word, Excel, and Power Point (daily)

· MISSA Website (daily)

· MOL - Marine On-Line (daily)

· MROWS - Marine Reserve Order Writing System (daily)

· NTDO - Non-Treasury Disbursing Office Reporting (daily)

· ODSE - Operational Data Store Enterprise (daily)

· ODSF - Operational Data Store File (Management Reports/Q Records) (daily)

· OLDS - On-line Diary System (daily)

· OTCnet - Check/Deposit Processing for the Marine Landing Group (MLG')s (daily)

· PIR - Payment Information Repository (daily)

· Reflections 3270 (daily)

· REPORT.WEB (located in Marine On-Line (MOL) System) - System/application for Storing and providing access to system generated reports (daily)

· ROSCOE - Remote Operating System Communication On-line Environment (daily)

· Schools - 3270 Region - ASFCICG1 Training Region (daily)

· Schools - ROSCOE Schools Tool Box (STB) (daily)

· SAM - Shared Accounting Module (weekly)

· SHAREPOINT - SharePoint is a web application platform that combines various Functions that are traditionally separate applications: intranet, extranet, content management, document management, personal cloud, enterprise social networking, and enterprise search (daily)

· TABLE UPDATES within CICS (daily)

· Transverse (daily)

· Time Sharing Operating System (daily)

· UCX - Military State Data Exchange System (MSDES) (daily)

· UCX - Official Military Personnel File (OMPF) (daily)

· UDMIPS - Unit Diary/Marine Integrated Personnel System (daily)

· WINIATS - Windows Integrated Automated Travel System

4.2.3. The Contractor shall monitor legislation that affects military pay and manpower and determine applicability to MCTFS and the MCTFS FOS.

4.2.4. The Contractor shall identify any discrepancies with MCTFS and the interfaces with the MCTFS FOS. The Contractor shall document the requirements for changes in a System Change Request (SCR) or Problem Trouble Request (PTR) and submit the documentation to the Government via JIRA. JIRA is the trouble ticket system used by RFF-KCI.

Once a problem is identified with MCTFS or any system in the MCTFS FOS, the Contractor shall:

1. Report the problem via the Software Maintenance Plan (CDRL B002). For any item identified as critical, the Contractor must immediately report the item to the Government COR. Critical is defined as any system problem that will have a negative impact on the military pay update and extraction monthly cycles.

2. Evaluate the scope and severity of the problem.

3. Perform an impact assessment.

4. Research relevant background information on military pay changes and system changes as they relate to the discrepancy.

5. Evaluate and recommend appropriate alternatives.

6. Enter a ticket in JIRA that documents the discrepancy and analysis.

4.2.5. The Government will approve or reject the JIRA ticket. For approved tickets, the Contractor will open a trouble ticket in JIRA within one working day. As appropriate, the JIRA trouble ticket will include the following:

1. Evaluation of the scope and severity of the project.

2. An impact assessment.

3. Background information on military pay changes or system changes.

4. Recommendations and evaluations of appropriate alternatives.

Following Government approval of the JIRA trouble ticket, the Contractor shall be responsible for:

1. Providing detailed requirements, system specifications, and recommended system design changes associated with the discrepancy;

2. Defining the corrective action necessary to restore system functionality; and

3. If applicable, preparing SCRs for MCTFS and its supporting applications (Bonds & Allotments, On-Line Diary, Military Pay Listing (MPL)/Military Pay Voucher (MPV), Document Tracking System (DTMS), and local systems).

4.2.6. The Government is responsible for submitting the JIRA trouble ticket to Technology Services Organization (TSO) for resolution. The Contractor must monitor the status of the ticket daily and track progress until software change implementation can be validated within MCTFS.

4.2.7. Unless otherwise specified by the Government, the Contractor is responsible for validating software change implementation in MCTFS within 72 hours of documentation of task completion by TSO in JIRA. The Contractor shall validate proposed system changes by requesting test output from TSO and validating the change against the test results.

4.2.8. The Contractor shall ensure system changes comply with applicable policies and regulations. The Contractor shall ensure that all documentation regarding the design, programming, and testing of MCTFS is submitted thru JIRA (CDRL B002).

4.2.9. The Contractor shall communicate resolution of issues to field offices after approval from the COR.

4.2.10. When authorized by the COR, the Contractor may be required to coordinate with other Government agencies on system interface changes.

5. SYSTEM MAINTENANCE AND MANAGEMENT PLAN

5.1. The Contractor shall participate in a Joint Requirement Process (JRP) with Marine Corps Manpower and TSO staff to ensure MCTFS and MCTFS FOS compliance with applicable statutory and regulatory requirements. JRPs shall be conducted on a semi-annual basis via teleconference. The Contractor shall provide a System Maintenance and Management Plan to the COR in accordance with CDRL B003.The System Maintenance and Management Plan shall address proposed system changes.

5.2. In order to develop the System Maintenance and Management Plan, the Contractor shall submit the following information for each proposed system change to the Government COR no less than one week prior to the scheduled JRP:

1. Background/Business Problem: <describe the prime motivation for the change; i.e., the reasons the change was conceived>

2. Goal: <one or two-line description of the desired outcome of the change>

3. System Requirement: <provide the name of the systems requiring change>

4. System Concept: <synopsis of change and system approach; i.e., the system shall...>

5. Justification/Benefits: <why this change should be done and the return on investment>

6. Stakeholders: <provide names of key Marine Corps groups or agencies >

7. Remarks/Notes: <provide alternate Courses of Action (COAs) if a system solution is not viable and any other pertinent information>

6. INFORMATION ASSURANCE (IA) SUPPORT

6.1. The Contractor and its personnel shall adhere to the most current information assurance directives required by DoD Directive (DoDD) 8500.1; Cybersecurity and DoDD 5200.2-R for IT-I and IT-II access. The Contractor shall ensure sensitive information is properly safeguarded at the work site and not removed from the work site. In addition, the Contractor will be required to comply with the security requirements associated with access to the Marine Corps Wide (MCW) enterprise network.

6.2. The Contractor shall comply with all Information Assurance policies and safeguards including DoD Directive S-3600-1, Information Operations (IO) (U), December 6, 1996, and NSTISSI No. 4009, National Information Systems Security (INFOSEC) Glossary, January 1999. The Contractor employees shall complete Government Information Assurance training annually, but not later than 31 December of each year. The Contractor shall also submit copies of the certificates of completion to the Contracting Officer Representative (COR) in accordance with CDRL B004.

6.3. The Contractor shall provide a Cybersecurity Analyst to support and maintain the Cybersecurity program for RFF-KCI. The position must obtain and maintain the appropriate Cybersecurity certification qualification, in accordance with DOD 8570.01-M Information Assurance Management. Knowledge of security controls is required; National Institute of Standards and Technology Risk Management Framework, DoD Information Assurance Certification and Accreditation Process (DIACAP), Payment Card Industry Data Security Standard, or ISO 270001 Information Security Management. Knowledge of HP Fortify and Web Inspect preferred. Knowledge of Federal, DoD, Navy and USMC information system security policies and regulations is required.

6.4. The Cybersecurity Analyst shall administer the DoD Information Assurance polices for RFF-KCI regarding safeguarding and monitoring user requirements.

7. MANAGEMENT REVIEWS (MRs)

The Program Manager shall attend the quarterly Management Reviews (MR). The Program Manager shall identify all progress, problems, and other information pertinent to the performance of this contract. The Program Manager shall include knowledgeable individuals as necessary to address functional areas covered during the MR. At a minimum, the following topics shall be discussed at each MR:

0. Management

0. Scheduling

0. Training

0. Technical Status

0. Deliverables

0. Other topics identified by the Government; The Contractor may suggest topics, and include them in the agenda prepared in advance of each meeting with the COR’s approval.

8. GOVERNMENT FURNISHED INFORMATION, EQUIPMENT, SPACE, AND FACILITIES

8.1. Network Access

8.1.1. The Contractor personnel will be provided access to the mainframe or Local Area Network (LAN) and all required software in support of this requirement. Only USMC government furnished equipment shall be connected to the MCW network.

8.2. Facilities, Equipment, and Utilities.

8.2.1. The Government will furnish all facilities, workspaces, and equipment to include laptops and CPU Workstations. Work spaces shall not exceed thirty cubicles in Kansas City, MO, with standard desks, filing cabinets, telephones, storage space, and chairs.

8.2.2. The Contractor shall require all personnel to maintain the Government-provided work spaces, furnishings and equipment in a manner consistent with Marine Corps standards for fire prevention, health and safety and take proper care of all Government property in their possession.

8.2.3. The Contractor shall monitor and track all GFP/E. Any material and equipment, including infrastructure, hardware, equipment, software and furniture, for which the cost has been reimbursed by the Government, shall remain Government property. The Contractor shall return the GFP/E or obtain disposition instructions from the COR no later than the end of contract performance. Government laptop computers, which are used during official travel by contractors, shall not be erased by unauthorized, non-Government personnel.

9. IT POLICY CONCERNING CONTRACTOR FURNISHED EQUIPMENT (CFE):

In accordance with USMC policy, personally owned workstations, laptop computers, software and printers, including computers connected via VPN, as well as any item connected via a USB port, shall not be connected to the MCW network. This prohibition is a security requirement to protect the MCW network from the spread of malicious logic (viruses and Trojan Horse programs) and to protect Sensitive but Unclassified (SBU) information from being compromised.

10. SECURITY REQUIREMENTS AND PRIVACY ACT REQUIREMENTS:

10.1. All work shall be performed at Government locations and Government-approved locations. Given the vital nature of the work performed by RFF-KCI, telework in support of Continuity of Operations (COOP) is mission essential and therefore required. The Contractor shall be capable of supporting the requirement for telework in support of COOP requirements. The COR will coordinate all COOP requirements with the Contractor.

10.2. All work performed under the PWS is unclassified, but sensitive information covered by the Privacy Act of 1974 and other Department of Defense regulations. The Contractor’s facility and all personnel to perform tasks under this PWS shall be cleared at the Secret level in order to maintain access to all systems.

10.3. This contract will require the contractor to have a Secret Facility Clearance and will require certain contractors to obtain and maintain classified access eligibility. The contractor shall have a valid Secret Facility Clearance prior to classified performance. The prime contractor and all sub-contractors (through the prime contractor) shall adhere to all aspects of DoD Directive 5220.22-M. All personnel identified to perform on this contract shall maintain compliance with Department of Defense, Department of the Navy, and Marine Corps Information and Personnel Security Policy to include completed background investigations (as required) prior to classified performance. This contract shall include a DoD Contract Security Classification Specification (DD-254) as an attachment. The contractor shall notify the Government (written notice) within twenty-four hours of any contractor personnel added or removed from the contract that have been granted classified access, issued a Common Access Card (CAC) and/or MARCORSYSCOM Building badge/access.

11. COMMON ACCESS CARD (CAC) REQUIREMENT

11.1. The COR will identify and approve those contractor employees performing on this contract that require CACs in order to perform their job function. In accordance with Headquarters, United States Marine Corps issued guidance relative to Homeland Security Presidential Directive – 12 (HSPD-12), all personnel must meet eligibility criteria to be issued a CAC. In order to meet the eligibility criteria, contractor employees requiring a CAC, must obtain and maintain a favorably adjudicated Personnel Security Investigation (PSI.) Prior to authorizing a CAC, the employee’s Joint Personnel Adjudication System (JPAS) record must indicate a completed and favorably adjudicated PSI or (at a minimum) that a PSI has been submitted and accepted (opened). The minimum acceptable investigation is a T-1 or a National Agency Check with Written Inquiries (NACI). If a contractor employee’s open investigation closes and is not favorably adjudicated, the CAC must be immediately retrieved and revoked.

11.2. Facility Security Officers (FSOs) are responsible for notifying the MARCORSYSCOM Security Director if any contractor performing on this contract receives an unfavorable adjudication after being issued a CAC. The FSO must also notify the MARCORSYSCOM Security Director of any adverse/derogatory information associated with the 13 Adjudicative Guidelines/Factors concerning any contractor issued a CAC, regardless of whether a JPAS Incident Report is submitted.

11.3. Each CAC is issued with a “ctr@usmc.mil” e-mail account that the individual contractor is responsible to keep active by logging in on a regular basis (at least twice a month), sending an e-mail and clearing any unneeded e-mails. Contractors are prohibited from “auto-forwarding” their .mil e-mail account to their .com e-mail account. If the ctr.usmc.mil e-mail account is not kept active, the G-6 will deactivate the account and CAC will lose its functionality.

11.4. CACs will only be issued to those contractors supporting this contract that have been authorized by the COR. The COR will only authorize CACs for those contractors that meet current Homeland Security Presidential Directive – 12 (HSPD-12) criteria and have a definitive requirement.

11.5. If a contractor loses their eligibility for a CAC due to an adverse adjudicative decision, they have also lost their eligibility to perform on MARCORSYSCOM contracts. CACs are not issued for convenience.

12. TRAVEL

12.1. The Contractor may be required to travel during the performance of this contract. Travel may include Marine Corps and non-Marine Corps installations, DFAS sites, and or other governmental entities within CONUS locations. In such case, the Government will provide temporary workspace to the Contractor on an as-available basis.

12.2. All travel requirements (including plans, agenda, itinerary, or dates) must be pre-approved by the COR on a strictly, "not to exceed" cost-only basis and requested utilizing an established procedure well in advance of the travel requirement to permit reasonable review and approval. Costs for travel shall be billed in accordance with the regulatory implementation of Public Law 99-234 and FAR 31.205-46, travel costs and the limitation of funds within the contract. The Contractor shall submit a travel authorization request itemizing the estimated travel costs to the COR. The Government will reimburse the Contractor for approved, actual, allowable travel costs incurred.

12.3. Relocation costs and travel costs incident to relocation are not authorized and shall not be reimbursed.

13. PLACES OF PERFORMANCE AND WORK HOURS

13.1. Primary Work Location. The primary location for work performance under this PWS shall be:

Marine Corps Pay Requirements Directorate – Kansas City 2306 E Bannister Rd.

Kansas City, MO 64131-0001

13.2. Work Hours. The working hours of the Government facility is 06:00 a.m. to 17:00 p.m., Monday through Friday. For purposes of this contract, “daily” refers to the Government facility working hours. The COR will notify the Contractor of deviations to these work hours for closure events due to Federal Government Holidays and facility closure. In support of the mission, the Government would prefer the Contractor personnel to start work between the core hours of 6:30 a.m. through 8:30 a.m. weekdays.

13.3. The Government will not reimburse local travel expenses or travel time to and from the Contractor's assigned locations. Local travel is defined as travel within 50 miles of the Marine Corps Pay Requirements Directorate – Kansas City.

14. STAFFING

14.1.The Contractor shall minimize knowledge loss and service disruptions, as a break in services will have a detrimental impact on RFF-KCI’s abilities to support the Marine Corps’ military pay functions.

14.2. Pursuant to FAR 52.224-3, the contractor shall ensure employees who handle personally identifiable information, have access to a system of records, or design, develop, maintain, or operate a system of records complete initial privacy training and annual privacy training thereafter. In addition, the contractor shall maintain records indicating that its employees have completed the requisite training and provide these records to the contracting officer upon request. The prime contractor is required to flow-down these requirements to all applicable subcontracts.

14.3. Key Personnel - The Government has identified the Program Manager, Project Manager, and Senior Functional Analyst - Leads (5) - as Key Personnel billets. The Contractor shall ensure continuity of services in these key billets. All key personnel must meet minimum qualifications:

1. Program Manager

General Experience: Must have twelve years of experience in software management.

Specialized Experience: Must have eight years’ experience of direct supervision of software engineering staff involved in IT development and maintenance projects. The PM must also have at least eight years of experience directing projects that involve the successful management of teams composed of software engineers and other information management professionals that have been involved in analysis, design, integration, testing, documenting, converting, extending, and implementing information systems.

Duties/Functions: Performs day-to-day management of overall contract support operations. Organizes, directs, and coordinates planning and production of all contract support activities and deliverables.

2. Project Manager:

General Experience: Must have ten years of experience in software management.

Specialized Experience: Must have eight years of direct supervision of software engineering staff involved in IT development and maintenance projects. Must have knowledge of applicable governmental regulations.

Duties/Functions: Responsible for management of IT projects. Responsible for performance, schedule, and quality of assigned projects. Performs day-to-day management of assigned JIRA tickets. Organizes, directs, and coordinates planning and production of all activities associated with assigned JIRA tickets.

3. Senior Functional Analyst

General Experience: Must have eight years of experience in functional systems analysis, development of functional system requirements, functional systems testing or systems acceptance testing.

Specialized Experience: Must have five years of experience as a systems functional specialist or as a systems analyst with duties relating to analyzing system processing problems/deficiencies and performing reviews and research of system design logic necessary to initiate projects, develop functional requirements, and/or evaluate the scope and severity of system defects and perform impact assessment of population affected and dollars involved, and evaluate alternatives for correcting deficiencies or problems in support for systems management or large-scale system development and maintenance. Direct supervision of software development and/or maintenance projects. Must have knowledge of applicable governmental regulations.

Duties/Functions: Prepares plans for systems development, systems maintenance, and staffing resources. Assigns personnel to various projects and directs their activities; reviews and evaluates their work and prepares personnel performance reports. Confers and consults with Government personnel regarding performance and project schedules. Perform system impact assessment to support alternatives, recommend modifications, provide justification for developing system enhancements or processing logic revisions, and respond to user errors that impact system processes. Performs technical reviews of design documentation (decision logic tables, system flowcharts, etc.,) to ensure specification requirements are met and new or revised system processing logic is correct.

15. APPLICABLE DOCUMENTS

The Contractor shall adhere and comply with the following service regulations, technical orders, government instructions and policy letters, as they may be amended or replaced, in support of RFF-KCI and in performance of the PWS:

i. Automated Pay System Manual (APSM), 7220.31-R dtd 1 Aug 2014

ii. Department of Defense Financial Management Regulations (DoD FMR), 7000.14-R

iii. Joint Travel Regulations (JTR), dtd 1 Oct 2014

iv. DoD Directive 5200.28-R

v. MCO P1080.20, Marine Corps Total Force System Codes Manual (MCTFSCODESMAN)

vi. MCO P1080.33, Manpower information System Support Office Procedures Manual, (MISSO Manual)

vii. DFAS-KC 72203.31-R, Marine Corps Total Force System Automated Pay Systems Manual (MCTFS APSM)

viii. Government Accountability Office (GAO), FISCAM GAO-09-232G: Published: Feb 2, 2009. Publicly Released: Feb 2, 2009

ix. RFF-KCI Standard Operation Procedures (SOP)

x. RFF-KCI_Authorization_Letter_Table_20161129

xi. RFF-KCI_Policy_Letter_JAM_Process_20161116

xii. RFF-KCI_Policy_Letter_MDAR_Process_20161121

xiii. RFF-KCI_Authorize_Approved_JIRA

xiv. RFF-KCI_Govt_Contractor_JAM_Certfication_Process

The Government will update this list periodically, and the Contractor is expected to comply with such updated lists.

16. ENTERPRISE-wide CONTRACTOR MANPOWER REPORTING APPLICATION (ECMRA)

The contractor shall report ALL contract labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the USMC via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: https://doncmra.nmci.navy.mil Reporting inputs will be for the labor executed during the period of performance during each government fiscal year (FY), which runs October 1 through September 30. While inputs shall be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors shall direct questions to the help desk, linked at: https://doncmra.nmci.navy.mil

17. PERFORMANCE REQUIREMENTS SUMMARY.

4.1.

The Contractor shall provide program management.

The Program Manager shall oversee the overall program management, ensuring accuracy, completeness, and compliance with RFF-KCI policies and standards. Program Management will be executed in accordance with the approved program management plan.

AQL: The Contractor shall meet this standard greater than 95%.

4.2.4.

The Contractor shall identify any discrepancies with MCTFS and the interfaces with the MCTFS FOS.

The Contractor shall document the requirements for changes in a System Change Request (SCR) or Problem Trouble Request (PTR) and submit the documentation to the Government via JIRA. Documentation will be submitted on time and be error free.

AQL: The Contractor shall meet this standard greater than 95%.

4.2.5.

The Contractor shall open a trouble ticket in JIRA.

After Government approval of the JIRA ticket, the Contractor will open a trouble ticket in JIRA within one working day.

AQL: The Contractor shall meet this standard greater than 95%.

4.2.7.

The Contractor is responsible for validating software implementation in MCTFS.

The Contractor will validate software implementation in MCTFS within 72 hours of task completion by TSO in JIRA.

AQL: The Contractor shall meet this standard greater than 95%.

5.1.

The Contractor shall participate in a Joint Requirement Process (JRP) with Marine Corps Manpower and TSO staff to ensure systems compliance with applicable statutory and regulatory requirements.

The Contractor shall provide a System Maintenance and Management Plan to the COR in accordance with CDRL B003.

AQL: The Contractor shall meet this standard 100% of the time.