J.3_-_Statement_of_Work.pdf

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U.S. HOUSE OF REPRESENTATIVES

TECHNOLOGY SERVICES

STATEMENT OF WORK

TABLE OF CONTENTS

1.0 Introduction 2

2.0 Definitions 2

3.0 Technology Services 5

4.0 Scope 5

5.0 General Requirements 6

6.0 Service 1: Correspondence Management Systems Services 9

7.0 Service 2: Maintenance Services 16

8.0 Service 3: Systems Administration Services 21

9.0 Congressional Transition Services 22

10.0 Service Hours and Place of Performance 23

11.0 Response and Resolution Times 23

12.0 Security Compliance 25

13.0 Management of Contractor Personnel 25

14.0 Replacements, Additions and Removals 25

15.0 Status Review Meetings and Reports 26

16.0 Transfer Services 27

17.0 Standards 28

18.0 Significant Changes 30

19.0 Confidentiality 30

20.0 Media Sanitization 31

21.0 Remedies 32

22.0 Miscellaneous 33

23.0 Additional Security Requirements 33

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U.S. HOUSE OF REPRESENTATIVES

TECHNOLOGY SERVICES

STATEMENT OF WORK

1.0 Introduction

The Office of the Chief Administrative Officer (“CAO”) has been tasked by the Committee on House Administration with supporting and maintaining the information technology (“IT”) and service support structure of the U. S. House of Representatives (“House”). The environment is composed of 441 Member offices and over 50 Committee, Leadership and support offices. There are approximately ten thousand 10,000 staffers of the House and approximately 950 district offices across the United States and Territories.

2.0 Definitions

As used in this Statement of Work, the following definitions apply:

“Addendum” or “Addenda” has the meaning set forth in Section 5.2(d) of this Statement of Work.

“Business Day” means any day other than a Saturday, a Sunday or other day on which the House is required or authorized to be closed.

“CAO” means the Office of the Chief Administrative Officer of the U. S. House of Representatives.

“Client” means any Member of Congress, House Committee, House Leadership office or other House office that the Contractor may provide Technology Services to under a Client Work Order.

“Client Work Order” has the meaning set forth in Section 4.0(b) of this Statement of Work.

“CMS Contractor” has the meaning set forth in Section 6.0 of this Statement of Work.

“CMS Package” means a correspondence management system (also known as customer relationship management (CRM) software).

“CMS Services” means services related to the provision of a CMS Package provided by the Contractor to the Client. CMS Services shall not include Maintenance Services or Systems Administration Services.

“CO” means Contracting Officer.

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“Confidential Information” has the meaning set forth in Section 19.0(a) of this Statement of Work.

“Congressional Transition” has the meaning set forth in Section 9.1 of this Statement of Work.

“Contract” means the Contract with each Contractor resulting from Solicitation Number OAM16047S, by and between the Contractor and the House.

“Contractor” has the meaning set forth in Section 3.0 of this Statement of Work.

“Contractor Pre-Existing Rights” means any and all Software and other intellectual property rights owned by or licensed by the Contractor and incorporated in or required to operate any Work Product that is pre-existing on the effective date of the Client Work Order governing the development of such Work Product. Contractor Pre-Existing Rights shall additionally include any enhancements, modification, and updates thereto made by Contractor or its licensor in the general course of business, and not (A) made pursuant to a Client Work Order or (B) paid for by Client pursuant to the Technology Services Contract.

“COR” means the Contracting Officer’s Representative (see, especially, Section G.1(b) of the Contract).

“Enhancements” means, without limitation, bug fixes, improvements, error corrections, patches, design changes, revisions, upgrades, derivative works, enhancements, updates, new releases, new features, new functionality and new versions.

“Escrow Information” means any and all passwords, credentials and associated information necessary to access and control any and all of the operating systems, correspondence management systems, databases, software source code and other software of the Contractor relating to the provision of CMS Services.

“Freshman Office” has the meaning set forth in Section 6.8.1 of this Statement of Work.

“House” means the United States House of Representatives.

“Integrated Agreement” has the meaning set forth in Section 4.0(b) of this Statement of Work.

“Losses” has the meaning set forth in Section H.18 of the Contract.

“Maintenance Contractor” has the meaning set forth in Section 7.0 of this Statement of Work.

“Maintenance Services” means computer hardware break-fix services provided by the Contractor to the Client.

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“Marketing Material” shall mean any advertising and promotional literature, press release, public statement, content in websites and social media of the Contractor relating to the technology services provided to the Client and/or the House.

“Member” means a representative, delegate or resident commissioner of the House.

“Release Condition” has the meaning set forth in Section 6.9(c) of this Statement of Work.

“Security Office” means the CAO’s Information Systems Security Office of House Information Resources.

“Server owned by the Contractor or Offeror” includes a server residing within a cloud where the cloud is owned by a third party and is leased to the Contractor or Offeror;

provided that the server is under the control of the Contractor.

“Significant Change” means certain significant changes and enhancements to the content, design or system architecture of a CMS Package and as further defined in the Vendor Management Policy on Significant Changes (see Attachment J.6).

“Software” means: (a) computer software, websites, web pages and web content, including, where applicable, source code, object code, operating systems, application programs, file and utility programs, HTML code, scripts and interfaces, whether run locally or remotely via a network, including the Internet, or an intranet or extranet; (b) documentation for such computer software; (c) the tangible media upon which such computer software and/or documentation have been recorded or stored, including without limitation, hard copy, tapes, disks and CDs; and (d) any backups, modifications, upgrades, updates, additions, expansions, new versions, new releases or other changes to such computer software and/or documentation.

“SOW” means Statement of Work.

“Statement of Work” has the meaning set forth in Section 3.0 of this Statement of Work.

“Systems Administration Contractor” has the meaning set forth in Section 8.0 of this Statement of Work.

“Systems Administration Services” means computer equipment and network system administration services provided by the Contractor to the Client.

“Technology Services” means CMS Services, Maintenance Services and/or Systems Administration Services. Technology Services does not include Web Services.

“Technology Services Software” means all Software owned by the Contractor and used to develop or operate the Technology Services, including: (a) the most current operational version thereof, and all documentation relating thereto; (b) executable versions of all

RFP OAM16047S Attachment J.3 – Page 5 of 36 maintenance tools and documentation, including test programs and program specifications for such Software; (c) executable versions of all systems utilities, including compiler and assembler descriptions for such Software; and (d) executable versions of all programs necessary for the efficient use and/or support of such Software. Technology Services Software does not include Third Party Software.

“Technology Support” means the CAO’s House Technology Support Department.

“Third Party Software” means Software licensed by Contractor from third parties and used to provide the Technology Services or incorporated in any Work Product.

“Transfer Services” has the meaning set forth in Section 16.0(a) of this Statement of Work.

“Web Services” means web development, maintenance or related services and products provided by the Contractor to the Client. Web Services does not include CMS Services, Maintenance Services or Systems Administration Services.

“Work Product” includes any and all deliverables, reports, data (including constituent data and constituent-related data), developments, inventions, ideas and discoveries, schedules and logs, technology, including patentable and un-patentable inventions, copyrights, systems administration information (including passwords), test results, testing methods, workstation images, materials, hardware, intellectual property and Software developed, discovered, improved, authored, derived, invented or acquired by, for, or on behalf of the Contractor in connection with or while performing the Technology Services. Work Product shall not include Contractor Pre-Existing Rights.

3.0 Technology Services

This statement of work (“Statement of Work” or “SOW”) provides the framework to enable Member, Committee and Leadership offices (each, a “Client”) to order the following from authorized companies: (a) CMS Services; (b) Maintenance Services; and/or (c) Systems Administration Services. Only companies that sign a Contract with the House to provide one (1) or more Technology Services (each such Contractor, a “Contractor”) will be eligible to market and sell such Technology Service(s) to a Client. A company may submit an offer to provide one (1) or more Technology Services to a Client. Such a submission qualifies the company as an “Offeror” under this Statement of Work. In submitting an offer for one (1) or more Technology Services, an Offeror may submit multiple support plans.

4.0 Scope

a. The Contractor shall provide technical and operational support for one (1) or more Technology Services. The Contractor shall perform any and all additional tasks and duties associated with one (1) or more Technology Services necessary to perform the work described in this Statement of Work.

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b. During the term of the Contract, the Client may, from time to time, engage the

Contractor to provide Technology Services. In engaging the Contractor to perform one

(1) or more particular Technology Service(s), the Client shall enter into a written work order (each a “Client Work Order”) pursuant to which such particular Technology Service(s) shall be performed. Upon execution thereof, each Client Work Order, together with the Contract, shall constitute a complete and separate agreement among the Client, the Contractor and the House (each an “Integrated Agreement”). Any Technology Services performed pursuant to a Client Work Order shall be governed by the terms and conditions of the Contract.

5.0 General Requirements

a. An Offeror must: (i) sign a non-disclosure agreement with the House; (ii) submit a support plan for each proposed Technology Service and corresponding detailed pricing list, both of which will be posted on the internal website of the House; (iii) submit a list of software supported by the Offeror with each support plan; (iv) have a physical or virtual service desk; (v) give prior notification to the Contracting Officer’s Representative (COR) in writing and obtain written approval from the Contracting Officer of any changes in a support plan, pricing list, marketing campaign, marketing literature or any other changes defined as a “Significant Change” in the Vendor Management Policy on Significant Changes (see Attachment J.6); and (vi) satisfy other requirements included herein or as otherwise may be negotiated.

b. Upon notification to and approval from the Contracting Officer of any Significant

Change, the Contractor may be required, at the sole discretion of the House, to enter into a modification with the Contracting Officer to modify the Contract to reflect such change before the Significant Change can be implemented.

c. The CAO will conduct surveys and publish the results to the House internet.

5.1 Pricing

a. Pricing Lists. Offerors must submit a detailed pricing list for each proposed support plan. Offerors are encouraged to offer pricing that is competitive and reflective of the service level being offered. Offerors may include additional pricing for services requested outside the Statement of Work in their pricing lists. Offerors and Contractors are prohibited from offering any Technology Services free of charge to a Client.

b. Copies. Prior to signing the Contract, the Offeror shall have submitted to the House a copy of each current support plan and its corresponding pricing list for each Technology Service.

c. Changes in Support Plans and Pricing. In accordance with Section 18.0 of this

Statement of Work, the Contractor must provide prior written notification to and obtain written approval from the Contracting Officer of any change to a support plan, to pricing

RFP OAM16047S Attachment J.3 – Page 7 of 36 or to a pricing list for a Technology Service prior to the implementation of such change.

5.1.1 Pricing Requirements

a. CMS Services. An Offeror of CMS Services must include, at a minimum, the following in its pricing list: (i) monthly hosting fees; (ii) monthly support fees; (iii) data conversion charges; (iv) exit conversion charges; (v) costs associated with a Congressional Transition; and (vi) migration fees.

b. Maintenance Services. An Offeror for Maintenance Services must include, at a minimum, the following in its pricing list: (i) monthly support fees; and (ii) costs associated with a Congressional Transition.

c. Systems Administration Services. An Offeror for Systems Administration Services must include, at a minimum, time and materials and monthly fixed rate support fees in its pricing list.

5.2 Client Work Orders

a. Client Authorization. Prior to commencing work, the Contractor must obtain written consent from a Client in the form of a Client Work Order. The Contractor shall submit all invoices to the Client. Invoices must include a Client Work Order signed by the Client.

b. Client Work Order Information. The Contractor and the Client shall enter into one

(1) or more Client Work Orders, in the form provided to the Contractor by the House, to define the Technology Services to be performed. The Contractor and the Client may attach change orders to a Client Work Order. Each such change order shall be incorporated into and made part of the applicable Client Work Order and the Contract.

c. Requirements Prior to Initiation of Work. Offerors may initiate a marketing or sales discussion with the Client prior to entering into this Contract, but Contractor must not initiate any work for the Client prior to the execution of: (i) the Contract; (ii) a Client Work Order governing performance of the applicable Technology Services; and (iii) in the case of CMS Services, the successful passage of a formal evaluation by the House of the Contractor’s CMS Package.

d. Addendum to Client Work Order. The Contractor and the Client may enter into one (1) or more addenda to a Client Work Order (each an “Addendum” and collectively, “Addenda”) that provides additional terms and conditions to a Client Work Order between the Contractor and the Client. Each Addendum must be approved by the House before it is executed by the Contractor and the Client. An approved and executed Addendum shall be incorporated into and made part of such applicable Client Work Order and the Contract.

e. Submission of Client Work Orders, Addendums, and Change Orders. Promptly after the

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Contractor and the Client have executed a Client Work Order, Addendum, or Change Order, the Contractor shall submit a copy of the fully executed Client Work Order, Addendum, or Change Order to the House at the e-mail address specified in Section 2 of the Client Work Order.

f. Delivery of Work Product. The Contractor shall deliver to the Client all of the Work

Product developed pursuant to such Client Work Order (i) upon the request of the Client, (ii) in accordance with the delivery schedule set forth in each Client Work Order, and (iii) at the end of the period of performance.

g. Automatic Termination of Client Work Orders and Integrated Agreements. Any and all Client Work Orders and Integrated Agreements shall automatically terminate without notice upon: (i) the termination of this Contract; or (ii) the completion of each term of Congress, unless otherwise superseded by the procedures set forth in the Committee on House Administration Congress Transition Policies.

h. Termination by Client of Client Work Order. The Client may terminate a Client

Work Order at any time in the discretion of the Client with written notice to the Contractor and the CO. It is recommended for Clients to terminate (i) CMS Services with thirty (30) days’ prior written notice to the Contractor and the CO, and (ii) Maintenance Services and/or Systems Administration Services with fifteen (15) days’ prior written notice to the Contractor and the CO. In the event of a termination, the Contractor (A) may claim only properly supported out-of-pocket costs plus a reasonable amount of demonstrable related charges for the work already performed, all to be determined in accordance with generally accepted accounting procedures;

(B) shall promptly deliver to the Client all relevant Work Product (as defined in the Statement of Work) that exists on the effective termination date; and (C) shall notify the CAO within one business day.

i. Automatic Expiration of Integrated Agreements upon Completion of Technology

Services. The Client Work Order shall automatically expire upon completion of the Technology Services (as determined by the Client or the CO) set forth in each Client Work Order.

5.3 Invoices

For non-recurring payments, and including Technology Services provided under a time and materials plan, the Contractor will submit an original of each invoice for Technology Services with a copy of the applicable Client Work Order to the Client. The Contractor shall invoice the Client after work under the applicable Client Work Order has been performed by the Contractor and accepted by the Client. Unless otherwise specified in a Client Work Order, each invoice shall include: (a) the name of the Client; (b) the dates of service; (c) the name, address, phone number and contact person of the Contractor; (d) the invoice number; (e) the Client Work Order number; (f) a description of work performed or product delivered (that distinguishes between one-time and recurring services or deliverables), and corresponding cost(s); (g) the House Contract Number; (h) the invoice

RFP OAM16047S Attachment J.3 – Page 9 of 36 date; and (i) the invoice page number. For each deliverable referenced in an invoice, the invoice shall include the (1) contract line item number (CLIN); (2) quantity delivered; (3) unit price; (4) extended price; and (5) payment terms, if appropriate (e.g., 2% 10 – Net 30).

All follow-up invoices shall be marked “DUPLICATE OF ORIGINAL” on each page. The House and the Client may delay or deny payment and return any payment requests and invoices to the Contractor that do not include the information set forth herein.

5.3.1 Refunds

a. If a Client Work Order is terminated in accordance with the termination clause of the Contract and the Contractor has received any advance payments for Technology Services covered under such Client Work Order, the Contractor shall make refunds to the Client for any services not yet rendered.

b. If an advance payment is made for a service (or quantity of service) that cannot be provided by the Contractor during the life of the Client Work Order (or if it is sooner, by any deadline imposed by the Advance Payment regulations of the House as set forth in the Members’ Congressional Handbook or the Committees’ Congressional Handbook, as applicable), the Contractor shall make refunds to the Client for any service that cannot thereby be rendered.

5.3.2 Fee Disputes

In the event the Client in good faith disputes an invoice submitted by the Contractor, the Client may delay or deny payment of any amount subject to the dispute; provided, however,

(a) the Client shall continue to pay all undisputed amounts in accordance with the terms of the Contract, and (b) the Contractor shall continue to perform its obligations under the Contract. If a dispute regarding any amount on an invoice, the parties hereto shall use all reasonable efforts to resolve such dispute within sixty (60) days after the Client provides written notification of such dispute to the Contractor. The Client’s failure to identify contested charges prior to payment shall not limit or waive any of the Client’s rights or remedies with respect to such charges, including the Client’s right to delay or deny in good faith such disputed amounts from subsequent charges due to the Contractor.

5.4 Notification of Close of Incident

When the CAO notifies the Contractor of work that the Contractor is obliged to perform under this contract (e.g., workstation re-image, virus remediation, or printer repair), the Contractor shall be required to inform the requestor that the work has been completed. This notification shall take place no more than four (4) business hours after the work has been completed.

6.0 Service 1: Correspondence Management Systems Services

a. A Contractor authorized to provide CMS Services to a Client under a Contract (a “CMS Contractor”) must provide support plans to a Client that meet or exceed the specifications in this Section 6.0. Offerors and Contractors may not market or sell CMS

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Packages to a Client prior to the successful completion of a mandatory CMS Package evaluation conducted by the House in accordance with the CMS testing program (see Attachment J.12).

b. All CMS Packages offered by the CMS Contractor must provide the features the House has designated as basic and required, as listed in the Basic and Advanced Features for House Correspondence Management Systems (see Attachment J.12.A). Features described in the Basic and Advanced Features for House Correspondence Management Systems are subject to change. All CMS Packages must operate within the hardware and software environment of the House (or as permitted under HISPOL 17), and must be compatible with all software supported by the House, as listed on the House Supported Software List (see Attachment J.5).

c. The CMS Contractor and its officers, employees and agents shall comply with The

United States House of Representatives Web Systems Publication – Communicating with Congress Level of Service Standards (CMS Vendors), as updated from time to time during the term of the Contract (see Attachment J.14).

6.1 Capabilities

a. The CMS Contractor shall offer a CMS Package comprised of a database, a user interface and a correspondence generator (which is generally a commercial-off-the-shelf word processor). The database will contain information about constituents, Members, Client staff and Client contacts. All correspondence received by a Client and generated on behalf of or to constituents shall be recorded in the database of the CMS Package.

The issues a constituent relays to the Member and/or Client staff are stored in the database using codes assigned by the Client to particular issues or casework actions.

The user interface will allow data entry, workflow definitions and assignment, initiation of outgoing correspondence, generation of reports and administration of the CMS Package. The user interface will also pass information to the correspondence generator based on information stored in the database for which “boilerplate” responses will be used when generating a response on a particular issue. The word processor includes boilerplate responses on a variety of issues that are used to assist in generating a customized response.

b. The CMS Contractor must, at a minimum, offer the following common modules to a

Client: (i) correspondence and targeted mailings; (ii) system reports; (iii) systems administration; and (iv) digital mail integration with the House Digital Mail program.

c. Prior to signing an initial Client Work Order with a Client, the CMS Contractor must provide a Client with a statement of minimum and recommended hardware and software requirements.

6.1.1 Extra Features

The CMS Contractor may offer extra features in the CMS Package to help a Client organize

RFP OAM16047S Attachment J.3 – Page 11 of 36 its operations and work flow. Extra features could include components for press operations, scheduling, legislative tracking and office accounting. Other newer components allow for social media and web-based solutions. Additional functionality of a CMS Package may be offered on a separately-priced modular basis, including the advanced features identified in the Basic and Advanced Features for House Correspondence Management Systems.

6.1.2 Updates

The House reserves the right to update the hardware and software environment for CMS Packages. The CMS Contractor must modify its CMS Package as necessary to maintain compatibility and interoperability with systems of the House. At the sole discretion of the House, the CMS Contractor will be required to update its software to comply with changes in the Basic and Advanced Features for House Correspondence Management Systems by written notification from the Contracting Officer.

6.2 Evaluation Process

a. The House reserves the right to waive testing requirements for CMS versions that have previously passed a CMS evaluation.

b. Prior to signing the Contract, an Offeror must submit its CMS Packages for a formal evaluation by the House. The Offeror shall provide all equipment and staff necessary to support the testing at no additional cost to the House. In its evaluation, the House will conduct tests to verify that (i) the software meets the minimum requirements listed in the Basic and Advanced Features for House Correspondence Management Systems, and

(ii) all features perform as described by the Offeror (see Attachment J.12 for evaluation processes for CMS Packages). The evaluation results are final and not subject to appeal.

c. Once the technical portion of the evaluation is successfully completed, the procurement process will evaluate the Offeror’s management and technical capabilities. If the procurement portion of the evaluation is successfully completed, the Offeror is eligible for award of a Contract for CMS Services with the U.S. House of Representatives.

d. The CAO reserves the right to request the CMS Contractor to submit any CMS Package for an evaluation at any time.

e. If a previously approved CMS Package is re-submitted for an evaluation (due to product enhancements and/or at the request of the CAO) and fails, the CAO reserves the right to prohibit the CMS Contractor from seeking new clients for the evaluated product until the deficiencies have been addressed as determined by the CAO.

f. The CAO reserves the right to decline a re-evaluation of a new CMS Package for a Contractor that has failed two (2) consecutive CMS evaluations for a period of two (2) years from the date of failure notification.

g. The CAO will charge a flat fee of five thousand ($5,000) dollars for CMS Packages

RFP OAM16047S Attachment J.3 – Page 12 of 36 submitted for re-evaluation after each failure notification.

6.3 Responsibilities

If applicable, at a minimum, the CMS Contractor shall be responsible for the following: (a) integrating all hardware, software and communications components of CMS Packages (including cloud components); (b) maintaining equipment owned by the CMS Contractor and CMS-related software so that they are in proper operating condition; (c) implementing a reliable backup process;

(d) providing copies and updates of the CMS data dictionary to the COR; (e) coordinating warranties and/or servicing of equipment owned by the Client and/or the CMS Contractor; (f) cooperating with the COR in security audits of equipment owned by the CMS Contractor and/or the Client and correcting identified deficiencies; (g) promptly repairing or replacing non-functioning components for systems owned by the CMS Contractor and/or the Client; (h) training in the use and administration of a CMS Package; (i) applying upgrades (including bug fixes) to software as required; (j) monitoring systems owned and/or supported by the CMS Contractor for the success of data backups and taking appropriate actions to ensure that any failure in backing up the database of a CMS Package and CMS-related files does not continue for more than two (2) business days; (k) providing a help desk and on-site support; (l) restoring operating systems, applications, data and the most recent readable backup (utilizing the appropriate images when applicable) following a failure of the hardware, system or software; and (m) ensuring all servers, cloud components, and all other network connected devices owned by the CMS Contractor, and covered under Section 6.0 of this Statement of Work, are secured in accordance with IT policies of the House (see Attachment J.12).

6.4 Support Plans

Each support plan offered by the CMS Contractor must define and describe in detail its support offerings, which must include, at a minimum: (a) integration of all hardware, software and communications components; (b) training in systems use and administration;

(c) upgrades to hardware and software (including bug fixes and maintenance updates); (d) data conversion requests; (e) help desk support; (f) maintaining hardware and software in proper operating condition; (g) warranty coordination and/or service; (h) prompt repair or replacement of non-functioning system components; (i) details of the backup schedule and retention periods (at a minimum, backups are required on every business day); and (j) pricing.

6.5 Server Options

The Offeror must clearly state in the offer and support plan which of the following CMS server options it will offer or support for the Client: (a) a server owned by the House (House Hosted); or (b) a server owned by the Offeror (Contractor Externally Hosted).

6.5.1 Service on Servers Owned by the House (House Hosted)

a. If the CMS Package will operate on hardware owned by the House in the House Cloud, the Offeror must clearly state how the environment is to be architected and how they propose to support the CMS software and database on House-owned servers.

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b. The Offeror must also list in the offer a mechanism and instructions for backing up the data in the database and any files stored on the server that are associated with the CMS Package. At a minimum, the Offeror shall have the ability to restore the database of a CMS Package and any of its associated files to the state it was in at the end of any of the five (5) previous business days.

6.5.2 Service on Servers Owned (or Leased) by Offerors (Contractor Externally (or Cloud) Hosted)

a. For purposes of this section:

i. “Externally hosted” shall include cloud; and

ii. “Owned equipment” shall include leased equipment.

b. The Offeror may offer a CMS Package that is externally hosted on equipment owned by the Offeror and that is shared by multiple Clients. If a CMS Package operates on hardware owned by the Offeror, such hardware must be housed in a data center that is compliant with standards outlined in Section 17.0 of this SOW.

c. For systems owned by the Offeror, the Offeror must backup the data in the database and any files stored on the Offeror’s system associated with the CMS Package. In the offer, the Offeror must (i) list a mechanism for backing up the data in the database and any files stored on the server that are associated with the CMS Package, (ii) state its backup retention policy, and (iii) indicate whether data from multiple Clients will be co-mingled on the backup media or if each Client’s data will be segregated on separate backup media. At a minimum, the Offeror must (A) have the ability to restore the database and associated files to the state it was in at the end of any of the five (5) previous business days, and (B) store the backup media on at least one (1) day of the previous week.

d. Before an externally hosted plan may be considered for approval in accordance with

HISPOL 17, the Contractor shall provide the COR with:

i. an inventory documenting the types of House information stored or processed in the proposed solution;

ii. confidentiality, integrity, and availability impacts of the information documented in the inventory;

iii. business and technical requirements for the proposed solution;

iv. impact of the solution to House infrastructure, how the data is maintained, and how customer support is provided;

v. the Contractor’s ownership/partnerships, financials, FedRAMP/FISMA certifications, physical location of data centers, support model, previous work with government, and any other information to determine if the vendor and solution are capable to store and process House information;

vi. the Contractor’s policies and practices to ensure adequate protection of personally identifiable information (PII);

vii. the Contractor’s policies and practices for responding to subpoenas, support of e-discovery and evidence preservation orders, and ability to respond to a data spill;

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viii. Such other information as the COR shall request.

6.6 Installations

a. An “installation” shall mean the implementation of a new CMS Package or the reinstallation of an existing CMS Package. All new system installations must comply with the Minimum Technical Standards for Supported Equipment (see Attachment J.4) to be provided to the CMS Contractor by the COR, which is updated on an annual basis.

b. A CMS Contractor shall perform installation services, including, but not limited to, the following: (i) configuration planning; (ii) arranging a pre-installation meeting with a Client and the assigned House representative; (iii) preparing pre- installation hardware or installing software; (iv) installing and configuring customer servers; (v) networking and communications configuration; (vi) ensuring all CMS-related software, hardware and peripherals are functional and perform to specifications; and (vii) conducting training when new features or functionalities are introduced. Travel and per diem costs associated with the new installation may be charged to the Client pursuant to standard government rates as established by GSA. A Client shall be responsible for setting up and approving travel and associated items.

c. Upon completion of any installation, the Contractor shall attain a sign-off from the

Client, that the Client is satisfied with the final installation. Such sign-off may be in the form of an electronic mail message from any of the Client’s staffers designated in Sections 3 or 4 of the Client Work Order.

6.7 Documentation and Training

The CMS Contractor shall provide documentation and training as part of its CMS Package to a Client. At the time of installation, such documentation must, at a minimum, include (a) a “how-to” user’s guide or detailed reference guide, and (b) a user “quick guide” or “cheat sheet.” The CMS Contractor may provide (i) on-site classroom-styled training, (ii) off-site classroom-styled training, (iii) desk-side training, or (iv) basic CMS on-line training (the CMS Contractor may arrange with the House Learning Center for use of a House Learning Center classroom, subject to availability). All training must include complete documentation (i.e., a “how-to” manual and a comprehensive reference manual). In addition, all training must include training objectives, explanations, structured exercises and feedback to the student; simple on-line help files will not satisfy this requirement.

6.8 Close-Out Services

Upon (i) the termination of the Contract by the House, (ii) the expiration or termination of a Client Work Order, or (iii) a request from the House or the Client, the CMS Contractor shall provide a complete copy of the Client’s database in the House’s data exchange format for conversion to another CMS Package provided by a different CMS Contractor.

6.8.1 Congressional Transition Services

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In addition to the Congressional Transition services described in Section 7.5 and Section 9.0 of this Statement of Work, the CMS Contractor shall provide the following setup services to offices of new Members of the House (each a “Freshman Office”): (a) fully installing a CMS Package so it is operational; and (b) coordinating and working with the Maintenance Contractor as necessary.

6.9 Escrow Agreement

a. General. Upon the request of the CAO, the Vendor shall cooperate with and sign an escrow agreement with the CAO that provides that the Escrow Information will be held in escrow on behalf of the Client until such time as the parties are able to release such information fully to the Client. The escrow agreement shall include the following elements:

i. Tables and fields

• Definitions and descriptions of all tables and fields in the database

ii. Database structure information

• How the data is organized

• Location of any data not stored in the database (i.e,, files)

iii. Entity Relationship Diagram

iv. Administrator passwords to server, database, application and any other relevant components

• All passwords must be updated in escrow within five business days of the password being changed

v. Step-by-step instructions on how to export data from CMS into the standard interchange format

b. Term. The term of the escrow agreement shall be concurrent with the term of the Contract.

c. Release Conditions. The form of escrow agreement shall provide for the release of the Escrow Information from the escrow agent to the House in the event of any of the following (each, a “Release Condition”): (i) the Contract is terminated as a result of the Contractor filing for bankruptcy; (ii) the Contract is terminated as a result of the Contractor ending its business as a viable Contractor; (iii) the Contract is terminated for default, (iv) the CAO’s information security office determines at any time that any portion of the Client’s CMS Package and/or CMS Services (and the Contracting Officer shall notify the Contractor of such determination in a written notice) (A) constitutes a threat to the security of the House, or (B) is threatened or under attack by any known or unknown third party, malicious code or programs, or otherwise, whether through hacking, penetration of security, or otherwise; and/or (v) the COR determines at any time that any portion of the Client’s Correspondence Management System has a decrease or failure in its availability, functionality or operability. The Contractor agrees that the escrow agreement or modification to the escrow agreement (whichever is

RFP OAM16047S Attachment J.3 – Page 16 of 36 applicable) shall provide for, in the case of (i), (ii) or (iii) above, the release of the Escrow Information from the escrow agent to the House within five (5) calendar days from the date of written notification, and in the case of (iv) above, the release of the Escrow Information from the escrow agent to the House within twenty-four (24) hours from the date of written notification.

6.10 Disconnecting Service

a. General CMS. In the event that: (i) the CAO’s information security officer determines at any time that any portion of the Client’s Correspondence Management System and/or Technology Services (A) constitutes a threat to the security of the House, or (B) is threatened or under attack by any known or unknown third party, malicious code or programs, or otherwise, whether through hacking, distributed denial-of-service (DDOS) attack, penetration of security, or otherwise; or (ii) the CAO or the Client determines at any time that any portion of the Client’s Correspondence Management System has a decrease or failure in its availability, functionality or operability, the CAO may take immediate action to disconnect from the House network the Client’s Correspondence Management System, any similarly situated Correspondence Management Systems and/or Technology Services.

b. Mitigation. If the CAO or the Client determines or reasonably believes at any time that any portion of the Client’s Correspondence Management System and/or Technology Services (i) constitutes or may constitute a threat to the security of the House, (ii) is vulnerable to, threatened or under attack by any known or unknown third party, malicious code or programs, or otherwise, whether through hacking, DDOS attack, penetration of security, or otherwise, or (iii) has a decrease or failure in its availability, functionality or operability, or otherwise fails to meet the requirements of this Agreement, the Contractor shall provide full cooperation to the CAO and/or the Client necessary to remedy and/or mitigate the potential or actual threat, diminution or failure.

The Vendor shall comply with any directives issued by the Security Office upon receipt of notice (the “Mitigation Notice”) from the CAO or the Client of a determination or reasonable belief of the occurrence of (i), (ii) or (iii) above.

7.0 Service 2: Maintenance Services

A Contractor authorized to provide Maintenance Services to a Client under a Contract (a “Maintenance Contractor”) must provide support plans to a Client that meet or exceed the specifications in this Section 7.0. The Maintenance Contractor must provide technical support for equipment, which shall include, but is not limited to: (a) installation and configuration; (b) training; (c) maintenance; and (d) repair.

7.1 Hardware Responsibilities

The Maintenance Contractor shall ensure that a computer system and its components for a Client function according to specifications and standards in this Statement of Work. The Maintenance Contractor shall be responsible for hardware services, including, but not

RFP OAM16047S Attachment J.3 – Page 17 of 36 limited to, the following: (a) repairing or replacing damaged or non-functioning hardware with compatible components of equal or greater value and capabilities (replacement systems must meet the same then-current requirements as new installations); (b) ensuring all workstations are configured to automatically update operating systems and applications; (c) ensuring all servers, workstations, printers and all other network connected devices owned by the Client or the CMS Contractor, if applicable, and covered under Section 6.5 of this Statement of Work, are secured in accordance with IT policies of the House; and (d) ensuring all servers and workstations are protected with the House-approved anti-virus software. (NOTE: If the CMS Contractor is not providing hardware support, the Maintenance Contractor may restore the CMS server, including the operating system, non- CMS applications and data (utilizing the appropriate images when applicable) following a failure of the hardware, system or software.)

7.2 Support Plans

Each support plan offered by the Maintenance Contractor must define and describe in detail its support offerings, which must include, at a minimum: (a) integration of all hardware, software and communications components; (b) upgrades to hardware; (c) help desk support;

(d) warranty coordination or service; (e) prompt repair or replacement of non-functioning system components; (f) pricing, which must, at a minimum, include time and material and fixed rate plans for services provided; (g) brief explanation on which services in the support plan will be performed by the Maintenance Contractor; (h) brief explanation on which services in the support plan will be facilitated by the Maintenance Contractor; and (i) purchase of hardware off the House IT blanket agreements or other accessible discounted government IT purchasing programs, where authorized.

7.3 Security Compliance

In addition to the security compliance obligations set forth in Section 12.0 of this SOW, the Maintenance Contractor shall ensure that any devices not covered by a policy or publication of the Security Office will be reviewed by the House for guidance on appropriate security measures. The Maintenance Contractor shall perform preventative maintenance on all systems owned by the Client and covered under a Client Work Order at least twice a year.

Preventative maintenance must ensure that mechanisms to keep systems up-to-date are functioning. The Maintenance Contractor must ensure that all applications and network operating software, including upgrades and enhancements, conform to infrastructure policies of the House.

7.3.1 Remediation

Upon notification from the COR that a released patch, service pack or service release from an original equipment manufacturer (a “fix”) will correct significant security vulnerabilities, the Maintenance Contractor will verify that the fix has been applied to all supported systems within forty-eight (48) hours of receiving such notification. The House will conduct security audits (a) for all new installations, and (b) whenever significant modifications are made to hardware or software. If the Maintenance Contractor determines that a policy or

RFP OAM16047S Attachment J.3 – Page 18 of 36 fix adversely affects one (1) or more features of the system, the Maintenance Contractor may notify the COR in writing to request an exception.

7.4 Software Support

The Maintenance Contractor shall include site-licensed software (including anti-virus and Microsoft Office Suite) as part of a standard build for workstation installations. This standard build must be coordinated with the House and updated as needed. Following a failure of the hardware, system or software, the Maintenance Contractor shall restore operating systems, applications, data, non-CMS software and the most recent readable backup (utilizing the appropriate images when applicable). The Maintenance Contractor may not install or facilitate the installation of any CMS software that has not been approved by the House. The Maintenance Contractor shall ensure that operating systems, program files and file data on any computer or storage device removed from the Client are deleted in a manner that prevents recovery.

7.5 Congressional Transition Services

Members have an opportunity to move from their current Washington, DC office suite to a different suite. Returning Members who move offices require their computer equipment to be de-installed and re-installed. This work does not necessarily have to be completed by the vendor who currently provides computer support for them.

7.5.1 Departing Members

In addition to the Congressional Transition services described in Section 9.0 of this Statement of Work, the Maintenance Contractor shall provide the following Congressional Transition services to a Client that is a departing Member: (a) working with the Client office in (i) completing a site survey of the entire Client office suite to be conducted prior to and in conjunction with the move-out, and (ii) making a record of all computer and office-related equipment; (b) surveying each piece of equipment to determine if it meets minimum inheritable standards; (c) labeling each piece of equipment with an appropriate color-coded sticker; (d) de-installing computers and computer-related equipment in Washington, DC no later than one (1) business day prior to the scheduled move date; (e) placing smartphones, tablet devices, PDAs, cables, keyboards, speakers and other electronic equipment in move bags provided by the House; (f) bagging all power strips, extension cords and other electronic accessories related to any and all office equipment of the Client; and (g) removing and bagging toner from all printers. If applicable, the Maintenance Contractor shall wipe the hard drives of all inheritable workstations, printers and multi-functional devices (“MFDs”). The House may provide software to wipe hard drives.

7.5.2 Seated Member Moves

a. The Maintenance Contractor shall provide the following pre-move services to a Client of a seated Member: (i) confirming any known computer problems to the Client before the de-installation of computers; (ii) confirming that the backup process for the server is

RFP OAM16047S Attachment J.3 – Page 19 of 36 operating successfully one (1) week prior to the move; (iii) completing a site survey of the entire office suite and making a record of all computer and office-related equipment;

(iv) coordinating the backup and take-down of the Client’s computer systems in accordance with the move schedule; (v) coordinating with the House to ensure that all workstations (new or otherwise) are configured to use Dynamic Hosting Configuration Protocol (DHCP) to obtain an IP address automatically; (vi) coordinating with the House to ensure that individual IP addresses are obtained for printers and servers; and

(vii) answering any questions or discussing technical support costs.

b. The Maintenance Contractor will review computer-related items on floor plans provided by the House for each Member who participates in a move. If necessary, the Maintenance Contractor will make edits to computer-related items on the floor plan.

The Maintenance Contractor will return floor plans, with or without edits, to the move coordinator of the House (the “Move Coordinator”) at B234 Longworth House Office Building no later than forty-eight (48) hours prior to the move. The floor plan submitted to the Move Coordinator by the Maintenance Contractor shall be considered the final, signed-off floor plan. The Maintenance Contractor shall use the final approved floor plan (i.e., the floor plan posted by the House on the internal website of the House) to perform the installation.

7.5.2.1 De-Installation

a. The de-installation of computer systems for morning moves must take place no later than the night before the move. The de-installation of computer systems for afternoon and evening moves must take place no later than the morning of the move.