PRISM Follow On Statement of Need.pdf

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Statement of Work – PRISM License Renewal and Helpdesk

1) BACKGROUND: The US International Development Finance Corporation (DFC) is America’s development finance institution, partnering with the private sector to finance solutions to the most critical challenges facing the developing world today. Within DFC, the Office of Administration (OA), Office of Acquisitions (ACQ), oversees the procurement of goods and services for the agency. To facilitate this mission, ACQ utilizes the Acquistion Management System (AMS) PRISM for the award of all actions.

2) SCOPE: The purpose of this requirement is to renew DFC PRISM SAAS buyer and non-buyer software licenses via a follow-on GSA order with Unison Software, Inc. As well as to provide for helpdesk services specifically catering to the tasks outlined in this document. Standard services should consist, at a minimum, of a base support team of two (2) full time helpdesk support contractors for daily operational tasks, .25 support of a program manager for higher level troubleshooting and reach back support for system errors and tickets that cannot be solved by day-to-day DFC support.

All services on this contract (SAAS licenses and help desk support) shall be firm fixed price in nature. The contract is for a base period of twelve (12) months, and four (4) twelve-month option years. All software delivered under this order will be delivered with “restricted rights” as defined in FAR 52.227-14, and all documentation delivered that contains derivative works made from Unison’s PRISM software shall be delivered with “limited rights” as defined by the same FAR provision.

3) TASKS: The primary purpose of this contract is for the renewal of twenty-three (23) SaaS-01 buyer and eighty-five (85) SaaS-02 non-buyer PRISM licenses. In addition, DFC is requested standard PRISM CS-01 Help Desk support. The below outlines the specific tasks to be performed under the helpdesk support:

i. Provide general system administrative oversight over PRISM users, creating, editing, and deactivating profiles in accordance with DFC SOP, and producing reports and previously approved audits on user use and numbers as need to meet DFC ATO security requirements.

ii. Assist with year end turn over requirements such as renumbering the requisitions and workspaces to reflect the new fiscal year, cancelling and liquidating unused funds, and adding in new/updated appropriations lines.

iii. Support structural changes to DFC that must reflect in the system, such as the creation or elimination of office sites.

iv. Handle and resolve Tier 1 and Tier 2 on site tickets entered into the Service Now Helpdesk for errors found during the creation and award of requisitions, purchase card actions, contracts, non-procurement purchase orders, modifications, invoices, or in the operational set up of any PRISM contracting functionality (For example: Errors encountered in the creation of new workspace templates, use of fedconnect, or turning on existing features such as post-close out archiving).

v. Ensure the resolution of Tier 3 helpdesk needing back-end Unison support in a timely manner, providing updates on status back to DFC as the company troubleshoots and resolves.

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vi. Host twice weekly ticket status meetings. One Monday meeting with a smaller group of main PRISM users to set ticket priorities for the week and one Wednesday with a larger group of users to go over ticket statuses.

vii. Provide general support for PRISM services purchased as part of the SaaS license subscription, including those that may not be being used to full capacity, assisting DFC in the testing and configuration being going live with them.

viii. Coordinate with the Oracle financial team for problem solving and tests related on PRISM tickets and updates that that need to be resolved by both PRISM and Oracle, such as an update that may impact the communications with the financial system, or in the reverse for updates to Oracle that impact PRISM operations.

ix. Set up the enhancement of a direct flow of information into PRISM from IPP to demonstrate invoices made and processed in IPP. Note this will be the only system enhancement included in the Help Desk services.

x. Assist with the wording for the drafting of any standard operating procedures resulting from rules that must be established when finding resolutions to tickets or ongoing issues. For example, in the working of the associating of workspaces to show on the workload tracking report.

xi. Troubleshoot and assist in resolving impacts to the PRISM system resulting from major governmentwide systems disruptions, such as if Sam.gov or FPDS.gov go down or are reconfigured in a manner than impacts PRISMs communications to those systems.

xii. Assist in providing documentation presenting PRISM security procedures as it relates to ATO establishment and renewal.

These services do not include any enhancements that are not standard to the PRISM SaaS modules procured by DFC. Costs for any system changes, including those that will require changes to the SOA gateway, will be quoted for and priced separately from this contract.

4) DELIVERABLES:

i. Weekly report: Send out a report weekly the number of tickets received and completed, the status of outstanding tickets, and updates/successes/issues encountered on ongoing projects such as system updates.

ii. Meetings: Host a meeting weekly with the System Owner and Contract COR to go over the weekly report, allowing for questions and guidance. Set up additional meetings as needed to resolve PRISM Tickets with DFC staff.

iii. IPP interface: Produce a plan of action for setting up the invoice informational feed from IPP for review and DFC sign off.

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5) GOVERNMENT FURNISHED MATERIAL/INFORMATION: Unison direct Help Desk Support for DFC will be granted a DFC laptop, PIV, phone, and access to the DFC network. All information reviewed in the course of operations is procurement sensitive, and subject no non-disclosure as outlined in the terms and conditions of this contract.

6) SECURITY: All help desks support positions will have a security designation of “public trust” and be subject a standard government background check and security processing.

7) TRAVEL: There is no travel required for performance on this contract.

8) OTHER UNIQUE REQUIREMENTS: Staff providing helpdesk support shall not be re-tasked to work on system enhancements should additional projects be ordered in the future. Instead, it is the intent of the government that additional contractor employees be utilized for those enhancement to not disrupt the operations of the help desk team.

8) PLACE OF PERFORMANCE: Helpdesk support will be remote, however full-time staff must be available, at a minimum, during DFC core business hours of 9:00 am to 3:45 pm EST.