IBM_EAS_SOW_(12-01-15).pdf

PROJECT TITLE

IBM Business Process Management Expert Access Support (EAS) Subscription Service

September 2, 2015

1 BACKGROUND

The National Institutes of Health (NIH) is an agency within the U.S. Department of Health and Human Services (HHS) and consists of 27 separate Institutes and Centers (ICs) principally located in the Washington-Baltimore Metropolitan Area. NIH’s mission is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability. The goals of the agency are as follows: 1) foster fundamental creative discoveries, innovative research strategies, and their applications as a basis to advance significantly the Nation's capacity to protect and improve health; 2) develop, maintain, and renew scientific human and physical resources that will assure the Nation's capability to prevent disease; 3) expand the knowledge base in medical and associated sciences in order to enhance the Nation's economic well-being and ensure a continued high return on the public investment in research; and 4) exemplify and promote the highest level of scientific integrity, public accountability, and social responsibility in the conduct of science. To accomplish its mission, NIH conducts research in institute laboratories; sponsors research by scientists in universities, medical schools, hospitals, and research institutions around the world; supports research training, and supports biomedical information knowledge management and communication.

The Center for Information Technology (CIT) (1) provides leadership for the determination of NIH computational and telecommunications needs at all levels and oversees the development of appropriate infrastructure support to meet identified needs; (2) develops, operates, and maintains a state-of-the-art regional computer facility and provides overall guidance based on legislation and policy that is responsive to the NIH mission; (3) develops and provides NIH information technology (IT) policy to implement legislative mandates, such as those under the Clinger-Cohen Act; presidential and other administration initiatives and policies; (4) provides leadership and focus within NIH for the development and implementation of policy and standards in the area of IT by identifying, documenting, and communicating IT issues, problems, and solutions to the NIH community in a comprehensive and meaningful way; (5) establishes and operates the necessary organization and infrastructure to assure appropriate security, connectivity, and inter-operability across the NIH Institutes and Centers (ICs), off-campus locations, and remote access;

(6) collaborates on, and provides for, research activities in the computational biosciences and statistics; (7) develops, administers, and manages NIH systems, and provides consulting services to the NIH Institutes and Centers (ICs), in support of administrative and business applications;

and (8) serves as a Federal Data Processing Center that provides administrative, biomedical, and statistical computing; data processing; and high performance computing facilities and integrated telecommunications data networks that serve the U.S. Department of Health and Human Services (HHS) and other Federal agencies.

CIT’s Business Applications Service Area (earlier Division of Enterprise and Custom Applications (DECA)) supports the NIH enterprise by providing IT services for scientific research initiatives, administrative and business entities, and NIH infrastructure. The Service Area provides skilled resources to be used for program and project management support, systems analysis, programming, subject matter expertise and database administration to the NIH ICs and other federal agencies, as well as consulting services to the NIH. This includes expanded IT program support for bioinformatics and other scientific research initiatives at several NIH ICs. The Service Area provides a wide range of management oversight and computer systems development services in support of both scientific research and administrative missions at the NIH. This service offering is in support of the NIH Employee Directory (NED). NED services provide a meta-directory that joins identity data from a number of disparate sources and binds these identities to an HHS ID, the public key that permits global linking of NIH identities. NED is the authoritative source for identity and logical/physical access management information at NIH and a key component of identity management processes throughout the enterprise. NED is currently in the process of performing a major upgrade to its business process management (BPM) software. Specifically it is upgrading IBM Lombardi TeamWorks to a newer version of IBM BPM software.

2 OBJECTIVE

The objective of this SOW is to acquire just-in-time technical expertise and access to IBM’s migration resources, frameworks and knowledge library for the IBM BPM software upgrade via the IBM BPM Expert Access Support (EAS) Standard subscription service. The subscription service will also facilitate the development of in-house BPM software development expertise on the NED team. This service provides on-call specialized IBM BPM software support as well as “how to” questions guidance, and established techniques on a remote basis in support of the NIH Employee Directory (NED) upgrade project and also other system activities.

3 SCOPE OF WORK

The Contractor shall provide the Expert Access Service (EAS) quarterly subscription for topics that pertain to IBM’s BPM software and the migration. The subscription will focus on providing access to information about the IBM delivery model including support for leveraging IBM BPM tools and techniques as described in Task Area 4.1, best practices resources, and technical expertise on related technology..

4 TASK AREAS

Task assignments performed under this SOW will be performed remotely and in accordance with the terms and conditions of the agreed to subscription service.

4.1 Task Area 1: BPM Expert Access Services (EAS)

As part of the EAS Subscription service, IBM will offer the following features on a remote basis (via request system phone or web conference as appropriate) for up to 10 Subscriber employees who have been designated by Subscriber (Named Contacts):

a. Assistance with solution or process-specific questions

b. Recommendations regarding best practices

c. Assistance with implementation issues which are not supported via the normal Product

Support channels

d. Review of system and sizing assumptions

e. Recommendations and suggestions for successful upgrades and migrations as new releases become available

f. Assistance troubleshooting installation and configuration issues encountered post-installation

g. Access to Toolkits and Frameworks supplied by the IBM Expert Access Services team

h. Assistance with mutually agreed upon deliverables with finite start- and end-points up to

40 hours per quarter of subscription, excepting any deliverables that are covered by packaged service offerings

i. Assistance with specific examples

j. Weekly status calls with an expert BPM Delivery Lead

k. Access to IBM toolkits and frameworks

l. Access to the IBM knowledge and best practices library

4.2 Deliverables/Delivery Schedule

Deliverable Deliverable Due Date Ad Hoc Deliverables At the request of the COR

5.0 Period of Performance

The EAS service is a fixed price quarterly subscription service. Period of Performance under this task will be for a base period of 3 Quarters and two optional periods of 1 Quarter.

Base Period: Date of award for 3 Quarters (9 months)

Option Period 1: 1 Quarter (3 months)

Option Period 2: 1 Quarter (3 months)