PWS for DACS recompete JETS 2.0. 11-19-24.docx

JETS RFQ# XXXXX

DLA Engineering Support for Enterprise Log Management (ELM) and Security Information Event Management (SIEM)

JETS 2.0 RFQ # XXXXX

Document Automation Content Services (DACS) Support

SECTION 2: PERFORMANCE WORK STATEMENT

2.1 BACKGROUND

Defense Logistics Agency (DLA) Document and Automation Management Service (DAMS) Program Management Office (PMO) requires ongoing functional, technical, application, cybersecurity, Records Management (RM), database, help desk, and analytical support services. These services will support Document Automation Content Services (DACS) development, support, and sustainment.

Document Automation Content Services (DACS) is a combination of a Commercial-Off-the- Shelf (COTS) Open Text Extended Enterprise Content Management (ECM) product hosted in a Common Access Card (CAC) enabled DLA Microsoft Azure environment. The combination of COTS hosted in a government architecture makes DACS a Government Off the Shelf (GOTS) solution. DACS is entirely web-based, and users can access DACS via an internet browser with ActivClient and a (Common Access Card) CAC Smart Card Reader. DACS has been in operation since 2011.

DACS consists of 181 OpenText & supporting servers, 17 Content Server instances, 57 distinct clients, 60,000 users, 120TB of Content Server data hosted in Production, Development, and Staging environments operating within a DoD compliant Microsoft Azure cloud environment with an annualized growth rate of approximately 15%.

Over 80 billion records are stored and indexed in DACS making it the largest DOD (DOD 5015.02) certified Records Management (RM) application. DACS is also a DOD Joint Interoperability Test Command (JITC) certified RM application.

Open Text software (OT) is the COTS core of DACS and this COTS consists of several components. Open Text (OT) Content Server is the core ECM product and provides a central repository with full access and security controls over electronic records and related business content. Content Server provides an impressive common set of features and functionality that requires highly specialized skills to sustain and configure. Open Text Intelligent capture is the core of the DACS Cloud Based Enterprise Document Scanning (CBEDS) product that manages all scanning, OCR and digitization requirements.

Examples of OT Content Server functionalities include, but are not limited to:

· Web Based Information Management

· DOD 5015.02 Records Management

· Full Text and metadata Search

· Robust Access Controls/Permissions

· Auditing Support

· Integration with DLA Enterprise Scanning

· Automated Redaction and Markup

· Office Integration

· Workflow/Case Management/Reporting

· Version control

· Taxonomy

· Team/ personal workspaces.

DACS is hosted as a virtual software solution. The DACS Open Text platform also integrates Open Text Intelligent Capture products to provide an integrated DLA Enterprise Scanning solution which processes over 30 million records per year with a growth factor of around 145 million additional records per year expected over the PWS Period of Performance (PoP).

DACS is certified to store Health Insurance Portability and Accountability Act (HIPPA) Personal Health Information (PHI) and Personal Identifying Information (PII) records and is fully DoD 5015.02 compliant. DACS also provides robust role-based access permissions and is fully integrated with other DLA Supporting IT Tools, Processes and Procedures (i.e. AMPS, DISA Global Service Desk (GSD), Information Assurance, etc.). DACS supports both public and private access requirements and meets DoD requirements for Records Management system compliance which may lead to an increase in systems, user accounts, and administrative overhead required.

DACS directly meets DoD Records Management and auditability requirements by providing internal and external DLA customers the ability to capture, manage, deliver, store, access, and preserve information. DACS also has off the shelf functionality to enhance business processes by providing advanced content lifecycle management, workflow functionality and email archiving capability.

When customer requirements include redacting content for all/select users, DACS can be configured to redact content presented to selected user groups in library at a granular level based on requirements and use of the OpenText Brava! COTS.

DACS is capable of hosting independent protected libraries within the single DLA architecture. Each library is based on documented requirements, which are configuration managed by a DLA Configuration Control Working Group (CCWG). OT Content Server provides out of the box workflow capability that can be configured to automate identified business processes. External code can also be created to interface with OT Content Server in cases where functionality required is beyond the capability of the COTS.

Several DLA external DOD customers also utilize DACS using a Software as a Service (SaaS) model to leverage the economies of scale, best practices, and standardization of the DACS platform. Each of the 17 non-DLA libraries are owned and funded by a DOD customer, each depending on DACS for executing their mission in varying degrees, including meeting organizational RM and Auditability requirements. These libraries vary in complexity from simple RM management libraries to those that make extensive use of complex Content Server workflows and unique OScript coding to automate business operations. Instances/libraries will be modified through individual projects.

The nature of DACS supports use of Agile concepts

There are several long running tasks that must be continued with as little interruption as possible. Successful transition between selectee and incumbent (if different) is critical.

Cloud Containerization Modernization DACS is planning the modernization from Virtual Machine hosted Microsoft Windows servers to native cloud containers. DACS is currently in the planning and architecture stages and does not have a definitive plan yet. The expectation is that design, architecture and implementation will continue uninterrupted to the greatest extent possible. Full implementation is dependent on Open Text COTS vendor completing their responsibility of submitting the cloud containers to the DoD Iron Bank. Full implementation is expected to take several years, but is expected to be completed within the full term of this task order.

Microsoft .NET baseline Modernization DACS has many websites, RPA Bots, Services and applications running under a range of Microsoft runtime libraries. All Microsoft code needs to be upgraded to the latest Long Term Support (LTS) channel framework, currently the Microsoft .NET 8.x codebase. Much of the existing code is using the .NET Framework, a few items are on .NET Core. All of the .NET code needs to be migrated to the current standard .NET 8. If Microsoft releases a new LTS .NET version, that will become the desired target. The intent of this task is to update to the latest and maintain that posture.

AI Implementation DACS is evaluating the Artificial Intelligence (AI) capabilities of several COTS products to see what products align with our customers business requirements. A gap analysis and Analysis of Alternatives (AoA) need to be completed to select the best products. Once the AoA is completed, DLA will move to purchase, implement and release the appropriate AI abilities to our customers. Except for the existing business requirements, this strategic direction is open to evolve based on industry capabilities and relevance to DLA needs.

SAP S4/HANA archive Modernization DLA is migrating their SAP systems to S4/HANA. DACS does not directly host or operate any SAP products. DACS is in the position to provide archive services for all DLA SAP systems. Although SAP is not directly part of this sustainment task order, knowledge of linking services and abilities is a significant benefit.

Microsoft Office 365 Integration DACS is preparing to implement OpenText integration with the DLA provided Microsoft Office 365 cloud. This encompasses synching data from MS SharePoint, MS Teams, MS Outlook to the DACS system. Direct saving documents directly to DACS from MS Office application ‘save’ function. This includes the Office integration client app that allows users to edit DACS documents directly. This would allow the manage in place of key information and enhance the user experience for document management and governance.

2.2 SCOPE

The scope of this PWS is to acquire functional, technical, application, cybersecurity, RM, database, help desk, OpenText product, and analytical support to perform all functions outlined in the below Sections. These functions directly enable all outcomes defined in within the tasks below to be achieved.

The offeror must understand the tasks outlined in this PWS are for the DACS system which is built on OpenText; meaning the applicants must have experience in OpenText and examples of that will be the only past performance considered acceptable. The selected offeror will be sole contracted labor support provider for DACS and will be responsible for maintaining all aspects of the DACS system to include maintaining all instances set up within the DACS environment.

The DACS Program may see significant growth in future outyears including adding additional future customers requiring Minor and Moderate Development, Design, System Configuration and Deployment as well as any follow-on sustainment. This may result in additional Task Orders being awarded.

The DACS program offices expects there to be new DACS customers throughout the duration of this contract. The number of TO per year and their scope will vary based on customer requirements and funding availability. The exact number of TOs and their scope are not known at this time, however, anticipated number of requests for each category follows, with definitions of those categories below:

Tasks 1 – 13 are Firm Fixed Price and will contain the sustainment of the DACS application to include any upgrades, break-fixes, and minor changes to existing libraries/customers and will be managed through a Standing Priority List.

Labor EMS (Optional) (IUS-0002-Development) Task Area 4 – Test and Documentation Support Defense Business Systems (DBS) Life Cycle Management: Acquisition, Development, Sustainment, Maintenance and Technical Support

Labor CBEDS (IUS-0002-Development) Task Area 4 – Test and Documentation Support Defense Business Systems (DBS) Life Cycle Management: Acquisition, Development, Sustainment, Maintenance and Technical Support

Labor JCP (Optional) (IUS-0002-Development) Task Area 4 – Test and Documentation Support Defense Business Systems (DBS) Life Cycle Management: Acquisition, Development, Sustainment, Maintenance and Technical Support

This task order is:

Unrestricted (i.e. open to other-than-small businesses (Group C contractors), small businesses (Group A contractors), and 8(a) contractors (Group B contractors)).

This task order will be evaluated in accordance with Best Value source selection procedures.

The criteria used to select the contractor for award of this task order will be based on an evaluation of the contractor’s proposed labor mix and allocation along with its proposed price as compared to the government’s estimate of the work to be performed.

Non-Price Factor – Labor Mix: The contractor’s quality of proposed personnel will be evaluated based on an assessment of the level of experience and skill necessary to minimize Government risk and successfully complete the technical requirements outlined in the task order PWS. Proposed labor mix and allocation will be evaluated on experience, skills and qualifications as they relate to the requirements of the task order PWS. Contractors are required to submit copies of resumes for all key personnel (and key personnel substitutions) proposed in response to this task order PWS.

Non-Price Factor – Technical Approach: Describe in detail your approach to develop the specified deliverables and perform each tasking in the PWS. The Contractor must provide evidence demonstrating a clear understanding of the scope and complexity of the requirements set forth in the PWS. The proposed approach must be well-defined and logical and include the methodologies and processes that can successfully meet DLA objectives and mitigate risk. Provide a Transition Plan strategy to execute the transition-in of all service areas; a strategy to transition-out all services to include knowledge transfer to personnel designated by the government; and details on a full performance schedule for both the transition in and transition out phases.

Non-Price Factor – Past Performance: The Government will consider the contractor’s past performance/experience under U.S. Government contracts or other contracts/projects within 3 years of the initial closing date of this RFQ. Any contracts/projects submitted in reference to past performance that are outside of the 3-year recency period will not be considered for evaluation. Contractors shall submit at least one past performance example, but not more than two examples. Contractors may submit JETS task orders as past performance examples.

Note: In the case of a contractor without a record of relevant past performance or for whom information on past performance is not available, the contractor will not be evaluated favorably or unfavorably on past performance and will receive a Neutral rating.

In evaluation of this factor, the following aspects will be considered:

Aspect One: Relevancy of Prior Contracts - The relevancy of contractor’s prior projects to the current PWS requirements will be evaluated based on the similarity to the service/support, the complexity, and dollar value. The Government will evaluate the contractor’s demonstrated evidence of experience in performing contracts with a similar size, scope, and complexity to this task order requirement.

Aspect Two: Quality of Past Performance (i.e., how well the contractor performed) - The contractor’s history of success in completion of projects, history of producing high-quality reports and deliverables, and commitment to customer satisfaction and history of staying on schedule and within budget will be evaluated via CPARS/PPIRS; information provided in the contractor’s offer; and/or with the Government’s independent contact with the contractor’s prior customers. Degree of conformance to contractual requirements, responsiveness, and effectiveness in addressing issues, quality of customer service, and/or conformance to cost/price requirements or goals, will be evaluated in the qualitative past performance ratings.

Price: The proposed task order pricing will be evaluated to determine it is in accordance with the IDIQ. Pricing will be evaluated to ensure completeness and reasonableness.

Current Incumbent Information:

New River Systems Inc.

SP4709-22-F-0040

4/3/2022-4/4/2025

2.3 TASK REQUIREMENTS

The Contractor will be required to perform tasks such as the following:

2.3.1 TASK 1 – Task Order Program and Project Management Support (Reference IDIQ RFP SP4709-23-R-0001Task Area 7) IUS-0004

The contractor will be responsible for providing program and project management for the DACS solution and all Tasks within this Task Order. This program management support shall encompass program planning along with oversight, schedule, risk, communications, staff, and stakeholder management as directed by the COR in accordance with the general standards put forth by DOD and DLA. The contractor shall implement disciplined, comprehensive, and flexible program management processes including monitoring of project metrics, rigorous and proactive issue and risk management. The contractor shall ensure that all work performed within the task order is completed in a timely manner as defined by the government COR for all DACS, see Appendix A for DACS listing.

To provide the project management support, the contractor must designate a Task Order Project Manager The contractor shall coordinate work carried out under the Task Order with the Government on all contractual and business issues. The Task Order Project manager is expected to be available for contact during normal work hours of the primary Government place of performance as defined in section 2.6 “Performance Requirements” and 2.8 “Place of Performance”, unless otherwise agreed upon by the Government. The responsibilities of the Task Order Project Manager shall continue for the entire term of the task order. To perform this Task, the contractor Task Order Project Manager will be responsible for the following but not limited to:

a. Manage daily operations and all projects

b. Reporting any required information to DLA

c. Risk Assessments, mitigation, and performance management

d. Ensure all deliverables are delivered on time

e. Attend meetings as directed by the COR or Contracting Officer

f. Make sure that all performance goals are achieved

g. Make sure all tasks are scheduled and that schedules are followed

h. Ensure project level issues and action items are addressed

i. Ensure all documentation is uploaded into the Government Repository (DACS)

j. Maintain access for Elevated Tokens and Privileged Accesses

2.3.1.1 TASK 1 – Subtask 1: Monthly Status Report (MSR)

The Contractor shall deliver a Monthly Status Report to the COR with the following information due by the 15th calendar day of each month for Government approval:

The Monthly Status Report shall include, but not be limited to:

a) Contract number

b) Brief task description

c) A review of project plans including work accomplished during the reporting period and/or significant events to include who is working each issue

d) Deliverable progress

e) Problem areas

f) DACS monthly uptime metrics

g) Anticipated activity for the next reporting period

h) Justification for changes to project plans and timelines

i) Description of any travel or unique services provided and presentation of trip reports if travel occurred.

j) Funds/labor expended and remaining for the LOE Task

The Contractor shall provide actual performance statistics for each Customer Library in the Performance Requirements in TABLE 2: PERFORMANCE REQUIREMENTS, in the Monthly Status Reports. The report shall include comments regarding computing system performance levels, outages experienced, problems or potential problems that negatively affect the system performance, opportunities to significantly improve performance, and any other relevant items.

Deliverable: Monthly Status Report

2.3.1.2 TASK 1 – Subtask 2: Monthly DoD 8570 / 8140 Report

Due by the 15th calendar day of each month for the duration of the Task Order, provide to the Government a monthly DoD 8570 deliverable report that includes a list of applicable DoD 8570 personnel. DoD 8570 contractor personnel identified on this contract must have their required DoD 8570 security and industry competency certifications prior to starting work and maintain their certifications throughout the life of this Task Order. The first report (prior to the start of contractor performance) must be comprehensive and covering all DoD 8570 personnel. If a certification becomes obsolete during the life of the contract, the Contractor will be responsible for ensuring applicable personnel obtain an acceptable replacement certification prior to the IT product’s end of life and report the information to the Government accordingly. The monthly DoD 8570 report must include (but not be limited to) the following information:

· Name

· IA Category

· IA Level

· Company

· Contract Name/Description

· COR

· Contract #

· Primary/Baseline IA Certification Held

· Date of Primary/Baseline IA Certification

· Date Primary/Baseline IA Certification Expires

· Primary CE Certification Held

· Date Primary CE Certification Received

· Primary IA Certification Status (Current or Past Due)

· Primary CE Certification Status (Current or Past Due)

Deliverable: Monthly 8570 Report

2.3.1.3 TASK 1 – Subtask 3: and Kick-Off Briefing and Transition-In Plan:

No later than seven (7) calendar days after the start of the contract the Contractor shall prepare and present an executive overview, Kick-Off Briefing. The executive overview will demonstrate the contractor’s plans to manage scope, schedule, and resources for the contract. The Contractor shall introduce to DLA J6 management who the key personnel are and plans for sustaining if required replacing these key personnel. The contractor shall also meet with J6 stakeholders during this time to discuss expectations and details of contract execution. Non-Disclosure Agreements shall be submitted for all Contractor personnel within 5 business days of starting on the Task Order.

No later than ten (10) calendar days after the start of contractor performance, provide a formal transition-in plan to the Government which ensures minimal service disruption to vital Government business and no service degradation during and after the transition-in period. All transition-in activities must be completed within thirty (30) calendar days after the start date of the contract.

a. The transition-in plan must identify how the contractor will work with the COR to receive knowledge transfer from the incumbent for a smooth and seamless transition.

b. The contractor must have sufficient personnel who have the skills, certifications, and security clearances identified in the transition plan so that the contractor is ready to begin transition of services at the start of the transition-in period.

The COR has the responsibility to monitor the progress of the work of the Contractor personnel assigned to the task. Additionally, in the absence of other agreements negotiated with respect to time provided for government review, standards and actions shall be inspected and the contractor notified of the COR’s findings within 5 workdays of normally scheduled review.

Deliverable: Transition-In Plan Deliverable: Contract Kick – Off Briefing Deliverable: Non-Disclosure Agreements

2.3.1.4 TASK 1 – Subtask 4: Transition – Out Plan:

No less than ninety (90) calendar days prior to contract expiration or within sixty (60) calendar days upon receipt of written Government request, provide to the Government a transition-out plan for services rendered.

a. The transition-out plan must facilitate the accomplishment of a seamless transition from the incumbent to incoming contractor/Government personnel upon contract expiration, termination for any reason by the Government, or if an option period is not exercised.

b. To ensure seamless transition, the transition-out plan must identify how the contractor will coordinate with the incoming contractor/Government personnel to transfer all, project management processes, points of contact, documentation, status reports, user access, data, files, knowledge, key personnel, schedules and milestones, and other pertinent information regarding all services rendered.

c. The transition-out plan must identify how the contractor will establish and maintain effective communication with the incoming contractor/Government personnel for the period of transition.

d. During the period of transition, the contractor must ensure incoming contractor/Government personnel are permitted access to observe all operations, including workflow, priorities, scheduling, equipment handling/processing, safety, and security. Familiarization during the transition period must be done in a way as to minimize interference with the activities of the incumbent contractor.

e. During the transition period the incumbent contractor must ensure no logistics or contract data is corrupted, changed, or altered in a manner that would cause damage to the Government.

Deliverable: Transition-Out Plan

2.3.1.5 TASK 1 – Subtask 5: Task Order Management Plan

Within thirty (30) calendar days after the start of contractor performance and updated thereafter as necessary, provide to the Government a Task Order Management Plan describing the technical approach, organizational resources, and management controls to meet the cost, performance, and schedule requirements within this Task Order.

a. Productivity and management control methods such as quality assurance, progress/status reporting, program reviews, centralized administrative functions, and the functional and/or technical activities at the required level(s) for integration of all Tasks specified within the PWS must identified within the Task Order Management Plan.

Deliverable: Task Order Management Plan

2.3.1.6 TASK 1 – Subtask 6: Weekly Activity Reports

The Contractor shall provide weekly activity reports (WAR) to the Government by 12 PM on Mondays. The Contractor shall provide project updates, weekly activities (meetings attended, training, daily application support), action items, issues, ticket status and anticipated activity for the next reporting period.

Deliverable: Weekly Activity Report

2.3.1.7 TASK 1 – Subtask 7: Monthly In- Process Reviews (IPRs):

The contractor shall conduct In-Process Reviews (IPRs) as needed and provide information regarding contract status. IPRs shall provide for an interchange between the Government and contractor during the execution of the task order (e.g., recurring updates on specific project status, review of the system design, reviewing the results of functional testing, etc.).

The contractor shall discuss the following:

1. Project Statuses and Schedules

2. Issues, Ongoing efforts, concerns and action items

3. Identify project risks and mitigation options

4. User and System metrics

Deliverable: In-Progress Reviews (IPRs) Briefing Due the 15th calendar day of each month

2.3.1.8 TASK 1 – Subtask 8: Contractor Staffing Plan:

No later than fifteen (15) calendar days before the start of contractor performance and no less than on a quarterly basis thereafter for the duration of the Task Order, provide to the Government a Contractor Staffing Plan. The first Contractor Staffing Plan must be a comprehensive report covering all contractor personnel with subsequent deliverables identifying changes to staffing as applicable.

a. The Staffing Plan must include, but not be limited to:

1. The number of contractor personnel assigned to the entire Task Order

2. The labor categories of each contractor personnel assigned

3. The specific Task and underlying requirements / projects assigned to each contractor personnel

Deliverable: Contractor Staffing Plan

2.3.1.9 TASK 1 – Subtask 9: Project Plan Development

The Contractor shall develop a project plan to accomplish the requirements of this PWS to include, but not limited to, the deployment phases: Initiation, Site Survey, Implementation, Post-Installation and Sustainment. Project plans will also be developed for specific tasks assigned by the Government within the scope of this PWS.

Deliverable: Project Plan with Schedule and Milestones Estimated Time: Two (2) weeks after identification of a new requirement

2.3.2 TASK 2 – System Administration (Reference IDIQ RFP SP4709-23-R-0001Task Area 2) IUS-0003

The contractor shall provide technical and functional support for document conversion, system administration, database administration, web administration and technical integration support and analysis tasks that are required for the DACS development, stage and production environments, including all DACS instances.

To perform this Task, the contractor must:

a. Coordinate and perform all the various types of system administration functions and support.

1. This requirement includes (but is not limited to) providing all system administration support functions for the Technical Support Services team and their activities out lined in section 2.3.3.1.d.

b. Install, configure, and maintain the solution including supporting components as well as COTS software products that provide operating system support such as Tomcat, OpenJDK, Tanium, Carbon Black and other products per J6 direction.

c. Perform foundation data additions, changes, and deletions as directed.

d. Identify and perform data migration efforts and/or interface requirements.

e. Perform system deployment and adherence to DLA lifecycle management policies and procedures, including (but not limited) support for software / technology refresh activates.

f. Install GFE, apply patches, manage file systems, monitor performance and troubleshoot alerts from monitoring tools.

g. Provide support for necessary interfaces to embedded systems such as data extraction and data insertion.

h. Conduct application regulatory change reviews to ensure compliance with regulatory changes.

i. Perform system failure analysis and recovery to ensure the consistency and integrity of file systems.

j. Maintain security postures as designated by the assigned Information System Security Manager (ISSM).

k. Provide, test, implement, and validate system security patching, software updates, service patches, upgrades, and configuration/policy changes while adhering to the DLA Configuration Management (CM) process to ensure full compliance with DoD Information Assurance (IA) Directives, Federal IA policies/regulations, internal DLA IA protocols, and JTF-GNO directives or Tasking’s as well as security implementation/compliance requirements (such as DISA Security Technical Information Guides (STIGs), Gold Disk, vulnerability Scans, etc.).

l. Configure and maintain system backups to conform to IA controls requirements.

m. Maintain the integrity of the system and provide audit trails / transaction logging.

n. Control and monitor user access to DACS & CBEDS products in accordance with DOD and DLA policies and regulations

o. Control and monitor user access to databases and applications in accordance with DOD and DLA policies and regulations

p. Perform system/application diagnostics through the use of Government-provided maintenance tools to ensure availability and/or provide notification of problems to administrators.

q. Perform additional system administration support services as identified within the scope of services for Task Order.

Deliverable: Project Plan with schedule and milestones

2.3.3 TASK 3 – Operational, Technical, Maintenance, Patching Upgrade and Training Support (Reference IDIQ RFP SP4709-23-R-0001Task Area 4) – IUS -0004

The contractor must assist with application operational, maintenance, patching, and upgrade support of the DACS solution. This support shall be conducted with coordination and in collaboration with the Technical Support Services team identified in Section 2.3.4.1.f. To perform this Task, the contractor must:

2.3.3.1 TASK 3 - Subtask 1: Operational Support

The contractor must perform operational support services for the DACS solution. The contractor will be responsible for ensuring services are delivered effectively and efficiently, to include fulfilling user requests, resolving service failures, fixing problems, and carrying out routine operational Tasks. The contractor’s responsibilities must include the following:

1. Provide any and all activities required for operational sustainment of the DACS solution as well as its associated baselines and software releases.

1. Assist and answer all inquiries for user assistance from Government, contractor personnel and customers.

1. Document, analyze, review, evaluate, repair, and resolve deficiencies involving operating systems, software, databases, and networking issues as it applies to the DACS application.

1. Propose alternative solutions if software modification is necessary.

1. Investigate and resolve software compatibility issues.

1. Coordinate with other Government and third-party contractors to resolve operational & sustainment issues.

1. Generate and distribute reports on various types of data to Governmental entities (DISA, DLA J6, etc.…).

1. Meet established Service Level Agreements (SLAs) for services and service components.

7. Provide DACS applications with an uptime of 97% outside of regularly scheduled maintenance periods

1. Perform additional operational support services as identified within the scope of services for Task Order.

Deliverable: Project Management Plan with schedule and milestones

2.3.3.2 TASK 3 - Subtask 2: Technical Support

The contractor must provide technical support services for the DACS solution. The contractor’s responsibilities must include the following:

1. Identify, track, manage, and resolve all technical problems associated with the DACS solution including creation of short-term workarounds to contain technical problems until long-term solutions can be deployed.

1. Provide and coordinate technical support for all integration activities.

1. Identify, document, coordinate, and perform data migration or data corrections.

1. Respond to software application issues and assist in conducting recovery or restart services.

1. Develop and recommend procedures / protocols to support disaster recovery and implement as directed.

1. Adhere to data retention policies and practices to ensure compliance with Federal records requirements.

1. Develop concepts / tools and upon COR approval, implement changes to the DACS solution for problem prevention, application performance improvements, increased efficiency, and cost avoidance.

1. Provide subject matter expertise for all aspects of system architecture, application performance, proposed alternate solutions, technical capabilities, functionally driven application support projects, technical must-do projects, software / technology refresh projects, and new or existing technology integration / implementation projects.

1. Identify and assist with investigations / resolution of cross-application DACS solution issues and problems.

1. Develop preliminary application design and evaluate capabilities to meet designed goals and/or integrate with existing or planned systems.

1. Perform proactive and reactive troubleshooting to effectively identify and resolve application problems.

1. Provide a daily log detailing any problems encountered within the previous 24 hours and other high visibility issues for each task instances. Ensuring the downtime log is accurate and annotated correctly, highlighting any unresolved downtime issues. The system downtime log shall include:

11. Date/Time down

11. Date/Time up

11. DLA ITSM Ticket #’s

11. Libraries Affected

11. Description/Systems

11. Root Cause (when known)

11. Section Responsible for outage (indicator if this is DACS failure or external department, specify department)

1. Engage with third party contractors as necessary to localize and resolve technical issues.

1. Perform software engineering actions as necessary.

1. Repair and correct any problems with software coding / defects.

14. Software coding / defect corrections requiring remediation by Advanced Technical Support Services / Tier III (such as hardware / software manufacturers) must be approved by the COR prior to submission. See section 2.3.3.1.d.1.iii of this PWS for details.

1. Identify, document, collect, and provide reports on system or business metrics.

1. Identify, review, assess and coordinate with the Government on software manufacturer end of product life (EOL) dates, impact, remediation and recovery plans

1. Analyze and repair client/server applications as necessary.

1. Conduct verification the software / applications / code used within the DACS solution are compliant with Section 508 of the Rehabilitation Act of 1973, 26 CFR Part 1194.

1. Establish and sustain tracking of all maintained/supported equipment leveraged to operate the DACS solution.

1. Perform additional technical support services as identified within the scope of services for Task Order.

Deliverable: Project Plan with schedule and milestones

2.3.3.3 TASK 3 - Subtask 3: Maintenance, Patching, and Upgrade Support

The contractor must perform maintenance, patching, and upgrade support services for the DACS solution. All DACS solution maintenance, patching, and upgrades must be conducted during either routine or on demand / ad hoc periods. These periods must be conducted by the contractor in a manner which minimizes impact to users (preferably outside normal work hours for the Government place of performance as designated within Sections 2.6 “Performance Requirements” and 2.8 “Place of Performance”) and only to the extent necessary to complete system the maintenance, patching, or upgrade. Routine periods must be scheduled in advance and pre-approved by the Government prior to implementation. On demand / ad hoc periods must be approved by the Government to the utmost extent possible prior to implementation. Maintenance, patching, updates and code deployments will be tested in the appropriate Stage environment prior to deployment into Production.

1. Maintenance Support:

0. Perform comprehensive preventative maintenance planning in accordance with program requirements and COR guidance.

0. Provide any minor software, equipment, and/or material (as necessary) to complete technical or maintenance support.

1. Any software, equipment, and/or material installed, used, or integrated into the Government’s platform must meet IA requirements as applicable.

0. Provide the necessary software engineering, technical, programing, and analytical services to support the maintenance of servers (virtual or physical) associated with the DACS solution.

0. Conduct error, coding, and operational modification corrections on all maintenance problems.

0. Develop recommendations for short- and long-term system supportability and maintenance concept optimization.

0. Employ preventative maintenance as well as evaluate and deploy the tools, tuning, code restructuring, and other efforts typically undertaken to improve the efficiency and/or reliability of programs to minimize ongoing maintenance requirements.

1. Patching Support:

1. Identify, configure, install, test, and validate successful completion of manufacturer change orders, bug fixes, service packs, firmware, software patches, security patches, and software maintenance releases.

1. Create and deliver software patches for the DACS solution while working with Government or third-party contractors as necessary.

1. Identify and correct patching deficiencies.

1. Maintain OpenText patching cycle of 1 release behind COTS manufacturer releases.

1. Upgrade Support:

2. Inform and advise the COR on all product version upgrades available for the DACS solution.

2. Track and report status of all DACS solution upgrade activities to the COR.

2. Create and maintain upgrade roadmap to comply with DLA directives (such as Chief Information Officer (CIO) requirements).

2. Coordinate DLA’s Chief Information Officer (CIO) dependencies required to complete upgrade actions.

2. Review, assess, perform, and complete proposed system updates in accordance with DLA J6 Change Management processes.

4. As part of system update processes, the contractor must create and provide detailed design documents for all updates to include system verification and validation plans, system test cases, system test reports, software update releases, and executed automated/manual test scripts to the COR.

2. Develop viable technical update design concepts including process definition, data models, and process functional requirements.

2. Upgrade and/or replace the DACS solution as necessary to meet DLA life cycle and business requirements, technology refresh, obsolescence or failures, volume or situational requirement changes.

2. Investigate and assess existing, new, and emerging technologies that have the potential to improve the DACS solution capabilities in the areas of work processes, applications, communications, data processing, software re-engineering, data storage and retrieval, and network architectures.

2. Migrate DACS from Windows Server VM based to Cloud container based within the abilities of the Gov hosted cloud environment.

1. Perform additional maintenance, patching, and upgrade support services as identified within the scope of services for Task Order.

Deliverable: Project Plan with schedule and milestones

2.3.3.4 TASK 3 – Subtask 4: Training Support

The contractor will be responsible for providing Government and third-party contractor training support for the DACS solution. The contractor must be expected to provide adequate resources and facilities to support training activities and all materials for the training activities should be provided and disseminated by the contractor. The primary means for training material dissemination must be electronically. Hard Copies / Paper Copies of materials for training activities must be limited to the maximum extent practical to achieve successful training sessions. Methodology for determining appropriate modes, methods, and facilities for delivery of training activities must be coordinated between the COR/COTR and the contractor prior to implementation. To perform this Task, the contractor must:

1. Design, develop, coordinate, modify, provide, and conduct training activities including (but not limited to) professional development seminars, demonstrations, and training sessions to Government and other third-party contractor personnel.

1. Develop, document, maintain, manage, archive, and provide training materials.

1. Upon finalization of any training materials, the contractor must provide to the Government copies within five (5) workdays for retention, future reference, and archive.

0. Finalization is defined as the milestone in which the Government has inspected the training material(s) and considers them to be acceptable and possessing all required signatures (if necessary) from appropriate parties or cognizant entities.

1. Design, develop, maintain, schedule, and manage delivery of training programs.

1. Support processes to implement training, education, and familiarization of authorized users of the DACS solution.

1. Develop, prepare, coordinate, and hold briefings related to training materials, technical specifications, operation and system user manuals, analysis reports, and other system related information.

1. Provide usage level training for new and existing or reassigned authorized user personnel.

1. Provide authorized users of the DACS solution upgrade support training as part of any technology change or refresh.

6. Such training must occur prior to implementation or deployment of the technology change or refresh.

1. Provide Train-the Trainer classes for personnel designated by DLA

1. Provide Technical Training to government personnel to become Open Text Certified

1. Perform additional training support services as identified within the scope of services for the Task Order.

Deliverable: Training Materials

2.3.4 TASK 4 – End User Support / Customer Support, Integration Support & Stakeholder Integration (Reference IDIQ RFP SP4709-23-R-0001Task Area 3) IUS-0003

The contractor must provide a wide range of Customer Support Model (CSM) functions for the DACS solution. To perform this Task, the contractor must:

2.3.4.1 TASK 4 – Subtask 1: End User / Customer Support

a. Adhere to DLA J6 Information Technology problem escalation procedures / protocols

b. Provide technical support, advice, and assistance

c. Create DACS accounts for end users

d. Interface with the AMPS POC to create AMPS groups/roles for DACS external users

e. Provide a daily user report for each environment, DACS instance, DACS user, User role, and last log in

1. The daily User Report Shall include:

i. Users Name (Last, First)

ii. User ID (EDIPI/PIV)

iii. User email address

iv. Last login time

v. Library/OTDS Partition

vi. License type

vii. Status

1. Active (logged in within [parameter] days)

2. Inactive/Disabled (not logged in within [parameter] days and disabled)

3. To-Be deleted (countdown to deletion at [parameter] days disabled)

2. Provide mechanism to disable and delete user accounts in accordance with the STIG and DACS Gov requirements.

3. Provide a Monthly license report of all license types, allocation to customers

i. Content Server

ii. AppWorks

iii. Brava!

iv. Other software license types procured by the Government

f. Establish a Technical Support Services Team and provide Tier II technical support for the DACS solution.

1. During normal work hours of the Government’s primary place of performance as identified in Section 2.6 “Performance Requirements” and 2.8 “Place of Performance”, provide and manage adequate resource availability for on call (via telephone, email, etc..) customer support.

i. This type of support is the second (2nd) level of a third (3rd) -tiered technical support model and is more in-depth knowledgeable than Tier I Initial Response Support (AKA: “Service Desk”). If Tier I initial Response Support (AKA:” Service Desk”) is unable to assist or resolve a user’s request/incident, it would be escalated to the contractor’s Technical Support Services team. As such, the Technical Support Services team is not to be considered a “Service Desk” but rather it is expected to be experienced and knowledgeable on products or services and are synonymous with “level 2 support”, “support line 2”, “administrative level support”, and various other headings denoting “advanced technical troubleshooting and analysis methods.”

ii. The contractor’s Technical Support Services team is a more in-depth technical support level than Initial Response Support; Technical Support Services is more experienced and knowledgeable on products and services must be the focal point for the overall advanced technical troubleshooting, support, and sustainment of the DACS solution. As such, the team must be capable of handling complex problems encountered by users. The team would be responsible for (but not limited to) coordinating with the Tier I Initial Response Support (AKA: “Service Desk”) and authorized users, confirming the validity of problems, requesting/obtaining additional information as necessary, performing system / application fault isolation, conducting performance analysis, determining appropriate solutions to complex software issues, and executing remediation strategies. The most common Technical Support Service is desktop management but may include other IT support personnel such as application support, systems administration, and network management. The team must retain responsibility for the status of an assigned problem until it is corrected or resolved and either the authorized user or COR confirms such resolution and completeness. Assigned problems must be triaged based upon the contractor’s prioritization of workload, or as directed by the COR.

1. The contractor must ensure all customer support requests are appropriately logged and tracked within the ITSM, “Service Desk” solution.

a. Beginning after the transition-in period identified in Section 2.3.1.4, on the first workday of each week by no later than the end of normal work hours, the contractor must provide to the Government a report with summary of all completed customer support requests from the previous week as well as open / active customer support requests.

iii. Problems that are unable to be resolved by the contractor’s Technical Support Services team must be escalated by the contractor to the appropriate Advanced Technical Support Services / Tier III team (such as hardware / software manufacturers) solely at the discretion of the COR. Escalated problems to an advanced Technical Support Service / Tier III team must be monitored and managed by the contractor with notice provided to the COR upon successful remediation / completion.

iv. Normal work hours for the contractor’s Technical Support Services team must be based upon the Government place of performance identified in sections 2.6 “Performance Requirements” and 2.8 “Place of Performance”.

2. Provide rapid response efforts in urgent or emergency situations to correct critical system and/or application failures requiring break/fix support to restore mission capability.

i. Rapid response efforts must consist of (but not be limited to):

1. Evaluation and review of system, subsystem, or application availability.

2. Identification of critical failures.

3. Investigation of outages.

4. Coordination with appropriate Government and third-party contractors.

5. Remediation of discovered problems.

6. Restoration of mission capability.

7. Documentation of accompanying in-depth technical Root Cause Analysis (RCA).

a. The RCA must identify at a minimum:

i. An overview of the critical failure and business…