CAIC Draft PWS.docx

UNCLASSIFIED

Corporate Automation Implementation Center (CAIC)

NATIONAL GEOSPATIAL-INTELLIGENCE AGENCY

Corporate Automation Implementation Center (CAIC) Performance Work Statement

Contents

10. (U) Glossary of Terms……………………………………………………….…………………………………………………….……..10

1. (U) Purpose

(U) This Performance Work Statement (PWS) identifies the scope of the NGA Corporate Automation Implementation Center (CAIC) Managed Services Contract. It describes the program support, process review and design services, software acquisition, technical support, training, implementation and maintenance requirements for the delivery of business process improvement (BPI) and robotic process automation (RPA) capabilities, methodologies and services as a managed end-to-end, full-life cycle service.

2. (U) Background

(U) NGA’s Future Corporate Systems Matrixed Operating Model (FCS MOM) is the framework that governs validation and prioritization of all corporate applications, systems, and services requirements. The Corporate Automation Implementation Center (CAIC) serves the process improvement and automation needs of NGA’s Corporate applications, systems and services supporting corporate functions (e.g., financial management, human capital, corporate administration, contracting, logistics, facilitates, security, records and information management, asset management and other support activities). It aligns with NGA’s Business Enterprise Services (BES) model for application services and administration. The CAIC aligns to the 2025 Strategic Implementation Plan, goal 4 that states, “NGA will automate routine GEOINT tasks and corporate business processes…”

(U) The government desires a managed services contract and will collaborate with the Contractor to select NGA processes for which improvement, to include automation considerations, have the most value. The Contractor will provide zero-based process review, design, recommendation, training, implementation and life-cycle maintenance among the core services required to stand-up the CAIC. The Contractor will be responsible for recommending to the government optimal RPA and BPI/BPM capabilities, and once accepted, implementing and delivering those capabilities. Where robotic process automation (RPA) is determined to be the best approach, the Contractor shall acquire and maintain any software licenses required to provide automation as a managed service.

3. (U) Scope

(U) The CAIC will be managed under the Associate Director for Support and serve as a full-service, end-to-end business process improvement / management and automation center of excellence supporting the full scope of process improvement activity from process discovery as-is/to-be documentation, option evaluation/recommendation, implementation of approved options (to include the acquisition, administration, training, configuration and maintenance of robotic process automation software where selected as the best option to a given process improvement need), maintenance, reporting, monitoring and ongoing end-user support.

4. (U) Requirements (U)The Corporate Automation Implementation Center (CAIC) will be headed by a government Program Manager who will oversee the operation and work with the Contractor to prioritize, administer and operate the full-range of services and capabilities associated with this effort. The Contractor shall provide program support services to establish the CAIC and to develop and refine the CAIC’s standard operating procedures (SOPs) to include linkages to other NGA frameworks and entities. The Contractor will be responsible for generating advanced analytics and data visualizations and supporting the operations of the CAIC, to include preparation of reporting, briefing and status review materials such as through dashboards and other such tools and capabilities.

4.1 (U) Program Office / Center of Excellence Support

4.1.1 (U) CAIC Stand-up: The Contractor will establish the Corporate Automation Implementation Center (CAIC).

4.1.2 (U) Standard Operating Procedures: The Contractor will develop Standard Operating Procedures (SOPs) that define the processes, criteria, input requirements, notional timelines and other specifics that support the development of business process improvement and/or automation recommendations.

4.1.3 (U) Discovery: The Contractor will develop and facilitate discovery sessions, planning meetings, training sessions, and process improvement meetings.

4.1.4 (U) Decision Support: The Contractor will propose, tailor, and develop process improvement activities to include applicable documentation and anticipated return-on-investment or expected operational improvement for government consideration through applicable governance processes.

4.1.5 (U) Integration with NGA policies and standard operating procedures: The Contractor will work with corporate technology Subject Matter Experts (SMEs) from relevant NGA organizations to identify process touchpoints and develop effective and efficient workflows to integrate the work of the CAIC.

4.1.6 (U) Operational Controls: The Contractor will develop recommendations for standards creation and enforcement.

4.1.7 (U) Technology and Vendor Management: The Contractor will build and maintain an RPA and BPM infrastructure, build RPA tool vendor relationships, recommend RPA tools to the government, acquire RPA tools approved by the government, manage RPA software licensing, and provide both pre-configuration assessment, configuration and deployment services to establish RPA services. The Contractor will maintain security standards and monitor bots in production and provide ongoing support to end-users over the entire lifecycle of each bot established.

4.1.8 (U) Organizational Change Management: The Contractor will focus on user adoption, proactively communicate capabilities and value, coordinate with stakeholders, conduct training associated with process business improvement and automation and provide support services to end-users throughout the lifecycle of each bot established.

4.1.9 (U) Best Practices and Lessons Learned: The Contractor will collect, document, and disseminate best practices, and translate lessons learned into improved guidelines and training. The Contractor will define the service catalog, provide deliverable templates, define development standards, and maintain bot asset inventory.

4.1.10 (U) Tools and Training: The Contractor will establish a training program.

4.1.11 (U) Performance Management and Reporting: The Contractor will define the program metrics and measure value realization. The Contractor will identify the impact of applied process improvements.

4.2 (U) Process Improvement Services The Contractor will document existing corporate business processes and develop recommendations for improvement.

4.2.1 Phase 1: Stand-up / Initial Operational Capability (IOC) (to be delivered within 60-days of contract award)

4.2.1.1 Activities and Deliverables

4.2.1.1.1 Strategic Communications Plan: The Contractor will develop a Strategic Communications Plan to introduce the Business Process Improvement and Automation initiative to NGA corporate constituents at all levels.

4.2.1.1.2 RPA Tools: The Contractor will install and make available, in a production environment, the approved RPA tool(s).

4.2.1.1.3 Standard Operating Procedures (SOPs): The Contractor will produce SOPs for both automated and non-automated process improvement solutions.

4.2.1.1.4 Engagement Plan: The Contractor will provide the CAIC PM with an engagement strategy with SMEs.

4.2.1.1.5 Reporting: The Contractor will establish at least one dashboard to provide visibility into process improvement activities.

4.2.1.1.6 Program Management: The Contractor will deliver program management services across all process improvement/management and automation services and ensure that overarching security, privacy, and program level requirements and met and comply with NGA policies and standards. The Contractor will appoint a Program Manager.

4.2.2 Phase 2: Discovery, Design and Implementation

(to be delivered no-later-than 90 days from completion of Phase 1)

4.2.2.1 Activities and Deliverables

4.2.2.1.1 Pre-Configuration Assessment Survey: The Contractor will support NGA’s pre-configuration assessment activities as well as develop a framework to assess the readiness and feasibility of CAIC PM approved candidate processes.

4.2.2.1.2 Discovery / Engagement: The engagement process will include Contractor-facilitated ideation and rapid prototyping sessions with government SMEs.

4.2.2.1.3 Design: The Contract will produce as-is and to-be process documentation, workflow charts, meeting notes, assumptions, project plans with timelines, risk mitigation strategies, alternatives for consideration, dependencies, etc. required for government decision-making.

4.2.2.1.4 Implementation Plans: The Contractor will produce detailed implementation plans, to include costs (where relevant), estimated level of effort, expected return on investment, timelines, dependencies, risks, etc. for each process improvement initiative approved by the government through the applicable governance processes and scheduled by the CAIC PM.

4.2.2.1.5 Change Management Plan: The Contractor will develop and implement a Change Management Plan.

4.2.2.1.6 Lessons Learned: The Contractor will document the methods used in the process documentation and redesign working sessions with government SMEs and develop reusable artifacts for future working sessions.

4.2.2.1.7 Reporting: The Contractor will populate and maintain dashboard(s) and other reporting artifacts to provide the government with insight into activities, status, dependencies, issues, etc.

4.2.2.1.8 Communications: The Contractor will implement the approved Strategic Communications Plan from Phase 1 and present the government with a schedule of planned activities.

4.2.2.1.9 Documentation / CAIC Portal: The Contractor will design and administer a CAIC portal utilizing NGA approved tools and standards to support the internal operations of the activity to include information and documentation management.

4.2.2.1.10 User Acceptance Testing: The Contractor will develop user acceptance testing (UAT) procedures.

4.2.2.1.11 Production Schedule: The Contractor will develop and present for review/acceptance by the government a production schedule.

4.2.2.1.12 Operations and Maintenance Support: The Contractor will provide operations and maintenance services for RPA instantiations and RPA infrastructure.

4.2.2.1.13 Training: The Contractor will develop a training program for NGA personnel engaged in the support, use, or management of RPA technology and associated software tools.

4.2.3 Phase 3: Sustainable Operations / Full Operational Capability (FOC) (to be delivered no-later-than 45 days following the conclusion of Phase 2)

4.2.3.1 Activities and Deliverables

4.2.3.1.1 Support: The Contractor will demonstrate full-operation of a business process improvement support for both automated and non-automated activities that have been supported by the CAIC. Additionally, the Contractor will provide the CAIC PM with an RPA bot lifecycle management plan.

4.2.3.1.2 Training Service: The Contractor will demonstrate the operation of a repeatable training service and schedule that provides instruction for both technology-assisted (e.g., RPA) and non-RPA process improvement methodologies, procedures, management, maintenance, etc. to end-user and technical support resources.

4.2.3.1.3 Reporting / Statistical Reporting: The Contractor will have fully operational dashboards and other reporting artifacts to provide the government with full visibility into the CAIC’s activities associated with process improvement support from initial engagement through to delivery and ongoing lifecycle support.

4.2.3.1.4 Communications Strategy: The Contactor will produce a fully-functioning and supportive communications strategy.

4.2.3.1.5 Software and License Management and Support Plan: The Contractor will provide the government with full visibility of all aspects of software and licenses acquired to support robotic process automation activities.

4.2.3.1.6 Standard Operating Procedures (SOPs): The Contractor will produce SOPs that define and govern all aspects of the CAIC operation.

4.3 (U) Program Management

(U) The Contractor will deliver Program Management Services across all BPM and RPA services and ensure that overarching security, privacy, and program level requirements are met for all services in accordance with NGA policies and standards. The Contractor Program Manager (hereafter “PM”) will be responsible for the successful cost, schedule, and performance of the contract. The PM will serve as the main point of contact for the Contracting Officer (CO), the Contracting Officer’s Representative (COR), the government CAIC Program Manager, and the Contractor senior management.

4.3.1 4.4 4.5 4.3.1.1

4.3.2 Performance Reviews.

4.3.2.1 The Contractor will report status of their performance as required by the government to include, but not be limited to, written status reports, regularly scheduled task reviews, program management reviews, etc.

4.3.3 Quality Control.

4.3.3.1 The Contractor will develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS.

4.4 (U) Section 508 Requirements

The Contractor will develop a plan to demonstrate compliance with Section 508.

5. (U) Contract Management

5.1 (U) Place of Performance: The Contractor will propose the most cost effective mix of on-site and off-site staff, yet still meet government requirements. Available government space limits seating at NGA Campus East and NGA Campus West (NCW) in St. Louis.

5.2 (U) Contract Management Deliverables: Reference Section 4 of this PWS for specific deliverables and expected dates

5.3 (U) Exit Transition Plan: At the end of the contract base year or option year, if an option year is not awarded or as directed by the Contracting Officer, the Contractor will provide an exit transition plan 90 days before the end of the period of performance.

5.3.1 The Exit Transition Plan will include all up-to-date critical information needed to sustain operations after this contract expires.

6. (U) Government Furnished Property/Information The government will provide access to services, enterprise software, any existing relevant process documentation, and any technical information required for work conducted directly in support of this contract.

7. (U) Travel Travel to support the requirement shall be pre-approved by government on case-by-case basis as authorized by the CAIC PM and approved by the COR.

8. (U) Security All Contractor personnel must possess an active Top Secret/SCI clearance in accordance with the Department of Defense Contract Security Classification Specification (DD254) form. Contractor personnel are required to have a current Counter Intelligence (CI) polygraph or to be scheduled for a CI polygraph with the Security and Installations (SI) office.

9. (U) Training for the Contractor Staff Training may be authorized for NGA-specific and mandatory training as required as a condition for receiving/maintaining access to NGA systems. All training must be approved in advance by the COR.

10. (U) Glossary of Terms

The following Glossary of Terms is offered solely as a reference of commonly used interpretations for some terminology that appears in this document. This information should not be interpreted as definitive nor is it intended to limit vendor proposals or discussions with the government. This Glossary does not represent direction from the government. Where external sources were used, citations are shown.

A

· As-Is / To-Be: The government defines the “as-is” state to be the collection of current processes, policies, procedures, workflows, etc. that define a given process or set of process. The “to-be” is the desired state following the application of enhancements, improvements, automation, etc.

B

· BPI/BPM: The government recognizes that there are several commonly-used terms to define various process improvement methodologies, disciplines, approaches, etc. For purposes of this effort, the government uses BPI/BPM to refer to the broad collection of currently held, commonly-used methodologies inclusive of improvement, management and re-engineering. This should not be interpreted as the government limiting options or methodologies that should be employed, considered, proposed or otherwise incorporated into a fulsome review of the best options available to deliver improvement to identified processes.

· Benefit Measurement Framework: Collecting and analyzing information related to a program or some aspects of it, to interpret actual performance, make sense of it, and potentially improve it. (Project Management Institute)

· Bot: At a high-level, the government considers bots as scripts or similar capabilities developed using specific software tools and created for the purposes of automating certain aspects of a process, usually by an end-user once appropriate trained, and operating in either an attended or unattended mode.

· Business Process Improvement (BPI): An approach designed to help organizations redesign their existing business operations to accomplish significant improvement in production through reduced cycle times and operational costs, enhanced customer service and improved quality. (Techopedia)

· Business Process Management (BPM): A discipline that uses various methods to discover, model, analyze, measure, improve and optimize business processes. (Gartner Glossary)

· Business Process Re-engineering (BPR): An integrated set of management policies, project management procedures, and modeling, analysis, design and testing techniques for analyzing existing processes and systems; designing new processes and systems; testing, simulating and prototyping new designs prior to implementation; and managing the implementation process. (Gartner Glossary) C

· CAIC Portal: The government considers the CAIC Portal to be an online capability, such as a website, supporting things such as documentation management, communications and client interfaces, and other capabilities needed to support CAIC operations and provide a professional mission client experience.

· COE PM: The government defines the CAIC as a Center of Excellence (COE) and will designate a government Program Manager (PM) to serve as the government’s point of contact (POC) for operational matters.

· COR: The government will designate a Contracting Officer Representative (COR) that may or may not be the same individual serving as the COE PM. The COR will support the government’s contractual execution of the effort and report to the Contracting Officer (CO) as appropriate.

· Corporate Automation Implementation Center (CAIC): The government defines the Corporate Automation Implementation Center (CAIC) as the working-title for a Center of Excellence focused on serving the process improvement needs of NGA’s corporate operations. The CAIC’s scope will not be limited to automation solutions and will also include, under this effort, expertise that supports consideration and implementation of non-automated process improvement options.

· Cycle Time: The total elapsed time to move a unit of work from the beginning to the end of a physical process. (iSixSigma) D

· Dashboard: A reporting mechanism that aggregates and displays metrics and key performance indicators (PKIs), enabling them to be examined at a glance by all manner of users before further exploration via additional business analytics tools. (Gartner Glossary)

· Discovery / Engagement: The government considers Discovery as the activity phase where the CAIC initially engages users to understand their process improvement issues, create necessary documentation and develop preliminary assessments and recommendations. Engagement is a separate, but related activity phase focused on continuous support, planning, review, validation, throughout the life-cycle.

E F

· Future Corporate Systems Matrixed Operating Model (FCS MOM): The government has establish a corporate governance model titled the Future Corporate Systems Matrixed Operating Model (FCS MOM) for the review, approval and monitoring of Information Technology requirements originating in the corporate elements of NGA.

G

· GEOINT: Geospatial Intelligence.

· GFE/GFP: Government Furnished Equipment (GFE) / Government Furnished Property (GFP) H I

· ITIL: Formerly an acronym for Information Technology Infrastructure Library, ITIL is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. (Wikipedia) J K L M

· Managed Services Contract: An agreement between a managed services provider (MSP) and a client. The contract is a service level agreement (SLA) that outlines the responsibilities of both parties. It also includes which services the MSP will provide, the minimum amount of time for a response/activity, payment structure, and liability protection (among other things). (upcounsel) N O

· Organizational Change Management (OCM): The process of organizing change in a large organization in an effective way. (Cambridge Dictionary) P

· PWS: Performance Work Statement is a statement of work that describes the required results in clear, specific, and objective terms with measurable outcomes. (OSD) Q

· Quality Assurance Surveillance Plan (QASP): The QASP is a government document used to specify the inspection requirements of the Task Orders / Statement of Work (TO/SOW). (National Institute of Health)

· Quality Control Plan (QCP): A QCP is the document that lists all the quality-related checkpoints to be passed during/after a production run. (Quality Inspection) R

· Robotic Process Automation (RPA): A productivity tool that allows a user to configure one or more scripts (also referred to as “bots”) to activate specific keystrokes in an automated fashion. The result is that the bots can be used to mimic or emulate selected tasks (transaction steps) within an overall business or IT process. These may include manipulating data, passing data to and from different applications, triggering responses, or executing transactions. RPA uses a combination of user interface interaction and descriptor technologies. The scripts can overlay on one or more software applications. (Gartner Glossary) S

· Section 508: Requires federal agencies to develop, procure, maintain and use information and communication technology (ICT) that is accessible to people with disabilities – regardless of whether or not they work for the federal government. (epa.gov)

· Standard Operating Procedures (SOP): Established or prescribed methods to be followed routinely for the performance of designated operations or in designated situations. (Merriam-Webster)

· Sustainable Operations / Full Operational Capability (FOC): When a system / process is delivered to a user and they have the ability to fully employ and maintain it to meet an operational need. (acqnotes) T U

· User Acceptance Testing (UAT): Formal testing with respect to user needs, requirements, and business processes conducted to determine whether a system satisfies the acceptance criteria and to enable the user, customers or other authorized entity to determine whether to accept the work. (Wikipedia) V W X Y Z

· Zero-Based Process Review: The government defines zero-based process review as a methodology for assessing a process with the benefit of knowledge gained from past operations and developing recommendations and options for potentially introducing a more efficient manner in which to conduct and operate the required activities to achieve the desired, optimal, outcomes.

UNCLASSIFIED

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