Attachment_D_-_STS_Statement_of_Work.pdf

Bureau of Consular Affairs (CA)

Consular Systems and Technology (CST)

Service Transition Support (STS)

Statement of Work (SOW)

9/16/2016

Service Transition Support (STS) – Statement of Work

Page ii of 59

1 INTRODUCTION

This Statement of Work (SOW) provides the requirements for performing Service Transition

Support (STS) for the United States (U.S.) Department of State (DoS), Bureau of Consular

Affairs (CA), Office of Consular Systems and Technology (CA/CST), hereafter designated as

CA/CST.

1.1 Background

The primary mission of CA is to protect and assist U.S. citizens abroad, to issue passports to U.S.

Citizens, and to issue immigrant and non-immigrant visas to foreign nationals according to the laws of the U.S. Government. To achieve this mission, CA actively pursues business, technology, and management goals and objectives.

CA/CST is tasked with providing CA's mission critical information technology (IT) resources necessary to support various CA locations including approximately 230 overseas posts, 29 domestic Passport agencies, and an array of information, book / card print, passport centers, DoS annexes, and contractor sites.

1.2 Objectives / Purpose

This SOW provides STS-related services for the software (SW) development lifecycle in support of DoS CA/CST systems, as well as IT Service Management (ITSM) and Business Process

Improvement (BPI) for CA/CST. The services described in this SOW capture a standards-based, best practices approach to providing service and support.

The traditional approach for project management and execution is undergoing a transformation that incorporates principles of Lean and Agile practices. Industry experience has shown these practices, when implemented correctly, produce higher quality products. CA/CST is adopting an

Agile / Lean approach for its SW development projects. The Contractor shall adhere to the

CA/CST practices and guidelines that facilitate this approach.

1.3 Scope of Work

The scope of this contract is defined by the Performance Requirements, which are further defined in Section 3.

2 CONCEPT OF OPERATIONS

With the exception of Task 1: Program Management and Reporting, the services specified in the tasks of this SOW are broadly defined in four (4) groups of services:

Facility and Transition Management:

o Task 2: Transition Activities o Task 3: Facility Management

Independent Validation and Verification (IV&V):

o Task 4: Formal Independent Validation and Verification (IV&V) Services o Task 5: Commercial Off-the Shelf (COTS) and Government Off-the-Shelf

(GOTS) Product Review o Task 6: Integration Testing and Development Support Services o Task 7: User Acceptance Test (UAT) Services

Quality Management (QM):

o Task 9: Process Monitoring and Improvement Services

Configuration Management (CM):

o Task 8: Information Technology Service Management (ITSM) Support

Services o Task 10: Portal Services (PS) o Task 11: Tools and Repository Services o Task 12: Configuration Control Process Services

Many of these tasks support the SDLC phases of CA/CST projects. Each task within a group supports each other and may perform as independent services to other groups or external organizations.

2.1 Tasks 2 & 3 Facility and Transition Management

As depicted in Figure 2-1, the tasks within Facility and Transition Management group are

Transition Activities and Facility Management Services.

Facility and Transition Management CLIN Grouping

Contractor Transition

Facility Management

Partners

Transition (In/Out) Plans

Leasing

CST Division GTMs

Approved Transition (In/Out) Plans

Approved Facility Management Plan

Facility Management Plan

Portal Services

CST Division Management

Status & Performance Reporting

Transition Summary Report

GFE

GSA

CA/CST

Infrastructure GOTs COTs

GFE

Legend:

External Processes CLIN Input/Output Optional CLIN

Status & Performance Reporting

Figure 2-1. Facility and Transition Management Services

Table 2-1 shows the major inputs and outputs of the two (2) tasks of the Facility and Transition

Management Services.

Table 2-1. Facility and Transition Management Tasks Inputs and Outputs

Facility and

Transition

Management

Services

Input Source Output Destination

Contractor

Transition

Approve

Transition

(In/Out)

Plans

CST

Division

GTMs

Status &

Performance

Reporting

PS

Leasing Partners Transition

Summary

CST Division

Management

GFE

Facility

Management Transition

(In/Out)

Plans

Facility

Management Facility

Management

Plan

Facility

Management

Facility

Management

Transition

(In/Out)

Plans

Contractor

Transition

Facility

Management

Plan

GFE

Contractor

Transition

Approved

Facility

Management

Plan

CST

Division

GTMs

Status &

Performance

Reporting

PS

GFE Partners

2.2 Tasks 4 through 8 Independent Verification & Validation (IV&V)

As depicted in Figure 2-2, the main tasks within IV&V are IV&V, COTS & GOTS Product

Review, Integration Testing Development Support Services, and UAT Services.

Independent Verification and Validation (IV&V) CLIN Grouping

Formal Independent Verification &

Validation (IV&V)

COTS and GOTS Product Review

Integration Testing Services

CST Division Management

Portal Services CST Division GTMs

Approved IV&V Test Plan

Status & Performance Reporting

Status & Performance Reporting

Status & Performance Reporting

SSPM

GTMs

Approved Product Test Plan

UAT Services

Non-Production Environment (NPE)

Management Services

IV&V Findings & Recommendation Report

Approved Software & Product Requirements List

Validation Results

Validation Results & IV&V Test Incident Report

COTS & GOTS Findings & Recommendations Report

COTS & GOTS

Test Incident Report

Approved Integration Test Plan Integration

Test Incident Report

Integration Findings Report

Approved UAT Plan UAT Test

Incident Report

UAT Findings & Recommendations Report

Status & Performance Reporting

Weekly Test & Monthly Release Scheduling Reports

Portal Services

Legend:

External Processes CLIN Input/Output Optional CLIN

Figure 2-2. Independent Verification and Validation Services

Table 2-2 shows the major inputs and outputs of the five (5) tasks of the IV&V Services.

Table 2-2. IV&V Task Inputs and Outputs

IV&V

Services Input Source Output Destination

Formal

IV&V

Approved IV&V

Plan

CST Division

GTMs

Validation

Results &

IV&V Test

Services Input Source Output Destination

Incident

Reports

(TIRs)

Approved SW &

Product

Requirements List

CST Division

GTMs

Status &

Performance

Reporting

PS

IV&V

Findings and

Recommendat ion Report

CST Division

Management

COTS &

GOTS

Product

Review

Approved Product

Test Plan

CST Division

GTMs

Status and

Performance

Reporting

PS

COTS and

GOTS

Incident

Report

PS

COTS and

GOTS

Findings and

Recommendat ion Report

CST Division

Management

Integration

Testing

Services

Approved

Integration Test

Plan

CST Division

GTMs

Status and

Performance

Reporting

PS

Integration

TIR

PS

Integration

Findings

Report

CST Division

Management

UAT

Services

Approved UAT

Plan

CST Division

GTMs

Status and

Performance

Reporting

PS

UAT Test

Incident

Report

PS

UAT Findings and

Recommendat ion Report

CST Division

Management

Development Support Services

Weekly Test and Monthly

Release

Services Input Source Output Destination

Scheduling

Reports

2.3 Tasks 9 and 10 Quality Management (QM)

As depicted in Figure 2-3, the tasks within the QM group are Process Monitoring and

Improvement Services and ITSM Support Services.

Quality Management (QM) CLIN Grouping

Process Monitoring and Improvement

Services

IT Service Management (ITSM)

Support Services

CST Division Management

ITSM Service Plan

Portal Services

CST Division GTMs

Approved Process Improvement Plan

Status &Performance Reporting

Status & Performance

Reporting

SSPM

GTMs

Process Appraisal Results

Process Change Document

Audit Findings

Audit Findings

Survey of IT services & service assets

Approved Auditing Plan

Legend:

External Processes CLIN Input/Output

Figure 2-3. Quality Management Services

Table 2-3 shows the major inputs and outputs of the two (2) tasks of the QM Services.

Table 2-3. QM Components Inputs and Outputs

QM Services Input Source Output Destination

Process

Monitoring and

Improvement

Services

Approved

Process

Improveme nt Plan

Approved

Audit Plan

CST Division

GTMs

Status &

Performance

Audit Findings

Survey of IT

Services & service assets

ITSM

Process

Change

Document

Process

Appraisal

Results

Audit Findings

CST Division

Management

ITSM Support

Services

Survey of

IT Services

& service assets

Process

Monitoring and

Improvement

Services

Status &

Performance

Reporting

PS

ITSM Service

Plan

CST Division

Management

2.4 Tasks 11, 12 and 13 Configuration Management (CM)

As depicted in Figure 2-4, the tasks within the CM group are Configuration Control Process

(CCP), Tools / Repository Services, and PS.

Configuration Management (CM) CLIN Grouping

Portal Services

Dashboards Reports Asset Management

CST Division GTMs

External Partners

Infrastructure GOTs COTs

Configuration Control Process Management

CA-CCB

ECB

SDLC Support

Tools / Repository Services

Remedy Rational/CLM SharePoint

External Decision Management

Artifacts

Artifacts & Deployed Changes

MIS

Status &

Performance Reporting

CA/CST Management

CCB

ECB

ITCCB

ICAB

SDLC

Others as needed

Requirements

IRM

Auditors

OIG

Diplomatic Security CA Business Partners

CR & CCR

ICAB

ITCCB

Status, Performance & Asset Data

Status & Performance

Data

Status & Performance Data

Service Clients

Developers

IV&V

Security Others as needed

Artifacts, Applications, Environments

Submitted Artifacts

Requirements

Artifacts

Status & Performance Data

Legend:

External Processes CLIN Input/Output

Status & Performance

Figure 2-4. Configuration Management Services

External Partners and Service Clients provide input to the CST Division GTMs regarding requested changes and requirements. There are three (3) different sources of changes submitted to the GTMs:

1) Infrastructure: changes in the CA/CST IT environment

2) COTS: commercial products, purchased by CA/CST

3) GOTS: SW products, developed by CA/CST or its Contractors

Those changes are converted into change requests (CR) and configuration change requests

(CCR) that are then sent to the CCP task for approval processing. Service Clients may retrieve artifacts, applications, or environments to support their activities and submit CM artifacts when their activities complete. CCP supports the SDLC Stage Gates Reviews (SGRs) and control boards by facilitating meetings and recording decisions and status for the Information

Technology Change Control Board (IT-CCB) and the Information Resources Management

(IRM) Change Advisory Board (ICAB). Tools and Repository Services provide controlled items from the repository to the members of the Stage Gate Reviewers (SGRs) and control boards. PS host status and performance information for all other tasks and other organizations within

CA/CST. Finally, PS reports asset management status and provides other reporting capabilities.

Table 2-4 shows the major inputs and outputs of the three (3) tasks of CM Services.

Table 2-4. CM Services Components Inputs and Outputs

CM Service Input Source Output Destination

PS

Status and

Performance

Data

Service

Clients

External

Partners

CCP

Status and

Performance

Reporting

MIS

External Decision

Management

CCP

CRs

CCRs

CA/CST

GTMs

Artifacts and

Deployed

Changes

Tools and

Repository

Services

Status and

Performance

Data

PS

Tools and

Repository

Services

Artifacts and

Deployed

Changes

CCP

Status and

Performance

Data

PS

Submitted

Artifacts

External

Clients

Artifacts, Applications, Environments

External Clients

Artifacts

MIS

External Decision

Management

3 REQUIREMENTS

This section defines the task requirements for the STS Contractor. Each task follows a similar structure, identifying the goals and objectives, activities, deliverables, and status and performance measures. The Contractor shall execute all work activities in a timely and cost effective manner while maintaining the highest quality of performance.

3.1 Task 1: Program Management and Reporting (Firm Fixed Price (FFP))

3.1.1 Goals and Objectives

The Contractor shall effectively manage and administer all efforts performed under the contract.

The Contractor shall conduct a quarterly survey of satisfaction from CA/CST organizations, as directed by CA/CST.

Goals & Objectives

3.1.2 Objectives

The Program Manager shall oversee the following:

Management Plans

Progress Reports

Deliverable Submission

Invoice Submission

Staffing

Security

Government Furnished Equipment (GFE)

Travel

Other Direct Costs (ODC)

Quality Control

Quality Assurance

Special Format Requirements

Portal and Trend Reporting

Track risks and assign estimated dates for resolution

Other topics as directed by the Government

Additional activities not explicitly listed will be required to meet the performance requirements for this task, see Section Error! Reference source not found..

3.1.2.1 Progress Reports

The Contractor shall provide Weekly Activity Reports (WAR), Bi-Weekly Status Reports, Contract Status Reports (CSR), and Monthly Project Metrics reports that comply with SSPM standards. Reporting requirements may be adjusted in the future as some reports are consolidated and the Contractor shall comply with any changes, recommended and mutually agreed upon by the Government. Meetings may be scheduled at the discretion of CA/CST and GTM leadership.

The Contractor shall submit all reports to the GTM. The Contractor shall provide the following information as required:

The Contractor shall prepare and present a CSR to CA/CST on a monthly basis.

The Contractor shall prepare the CSR using the SSPM-provided CSR template.

At least three (3) days before the CSR presentation, the Contractor shall ensure that the CSR is available through Portal Services and email the CSR presentation to

CA/CST-PMO@State.gov. In the event that the presentation is cancelled, the

Contractor shall still complete and submit the CSR as outlined above.

The Contractor shall track and update CA/CST of all action items assigned during the

CSR presentation.

The Contractor shall present the status of the action items at the next CSR.

3.1.2.2 Deliverable Submission

The Contractor shall submit all deliverables specified within the tasks, as well as any defined by

CA/CST management, for control by CM services and dissemination by Portal Services.

The Government will provide comments to the Contractor within ten (10) business days, upon receipt of the draft documents. The Contractor shall provide a final document version within five

(5) business days after receipt of Government comments.

The Contractor shall write documentation in clear, concise language that is verifiable. The

Contractor shall produce final documents without typographic and grammatical errors, and shall be formatted according to standards provided by the Government. The Contractor shall send all electronic deliverables to the designated GTM’s DoS OpenNet e-mail inbox (address to be supplied later).

3.1.3 Deliverables

The Contractor shall complete and provide Table 3-1 with details on proposed deliverables.

Throughout the life of the project there may be additional deliverables added, deleted, or edited.

Table 3-1. Deliverables for Task 1 (Program Management and Reporting)

Item # Product/Deliverable Stakeholder Initial Submission Additional

Submission (s)

Deliverable

Weekly Activity Report

(WAR)

GTM 5 DACA Weekly

Deliverable

Contract Status Report

(CSR)

GTM, COR 20 DACA Monthly

Deliverable

Monthly Project Metrics reports GTM 20 DACA Monthly

Deliverable

Establish and maintain

STS schedule GTM 20 DACA Daily

Deliverable

Establish and maintain

Risk and Issue Register

GTM 20 DACA

Daily as

Required

Deliverable

Quarterly Survey of

Satisfaction GTM After one quarter Quarterly file:///C:/Documents%20and%20Settings/KishnaniSP/Local%20Settings/Temporary%20Internet%20Files/pettitjc/Local%20Settings/Temporary%20Internet%20Files/Content.Outlook/89JTIMUO/CA-CST-PMO@State.gov

Table 3-2. Status and Performance Metrics for Task 1 (Contract Management and Reporting)

Activity Supported Metric

Contract Scope Compare progress versus schedule for activities scheduled

Request for Govt

Action Compare completion dates versus scheduled dates

Track number of revisions after scheduled submission

Track rejected deliverables

Invoices Invoices from prime and subs submitted on a monthly basis

ODC Track actual ODC versus plan/limit

Track authorizations

FTEs Compare staff versus key personnel

Track status of staff OCI/PCI

Track status of staff badging

Contract Financials Total Contract Invoiced Value of Small Business

(SB) should include prime contractor (if applicable) and subcontractors.

Percentage of Funded (SB) Vice Requirement should also include prime contractor (if applicable) plus any

SB subcontractors.

Monthly Budget Compare actual spending versus plan/limit, show variance

Travel Track authorizations

Compare actual spending versus plan/limit

Contract

Modification History All contract modifications and additional information as requested for the task order

Risks and Issues Compare issue resolution dates versus estimated date

Compare risk resolution dates versus estimated date

Deliverable/Milestone

Reporting Current and projected Deliverables, Milestones, and/or Project End Dates

Key

Accomplishments List up to 5 key accomplishments

Security Compare clearances against security requirements

Track security incidents

GFE Check asset Inventory versus Delivered GFE

3.2 Task 2: Transition Activities (T&M)

The Contractor shall plan and manage the transition from the incumbent Contractor(s), which shall be no more than 120 calendar days from the award date. The Contractor shall provide a plan to complete the transition of responsibilities.

The Contractor shall successfully plan and manage the transition from the existing STS test facility to a STS test facility (if transitioning to a facility different than current Arlington, VA location). The Contractor shall work with CA/CST COR as appropriate, to transition to the facility, if necessary.

3.2.1 Goals and Objectives

Transition-In

The goal of Transition-In is to successfully transition the responsibilities of the current three (3) incumbent Contractors to the new Contractor to include personnel, facility, and all other associated administrative actions. The Government currently has three (3) contracts for IV&V, Configuration Management, and Remedy services, in which the new Contractor shall coordinate and cooperate with to ensure seamless transition-in activities.

Transition-In shall provide a continuity of service in the areas supported by the incumbent

Contractors while the new Contractor learns how to support these services. In addition, the

Contractor shall work with the previous Contractors to obtain at a minimum, a working knowledge of each of the tasks of this Statement of Work. The Contractor shall include plans in the Transition Summary Report to complete the transition of any service that has not been transitioned or where the service transition is not completed during the transition period.

Another objective of Transition Activities is to provide a fully functional STS test facility that meets or exceeds the performance characteristics (5 FAM and 12 FAM) of the former STS test facility at the end of the transition. The Contractor shall ensure that there are no service disruptions to IV&V operations.

3.2.2 Objectives

This section describes the requirements for activities to be performed under this task and their interaction, if appropriate. The activities for this task are as follows:

Determine Transition Tasks and Requirements

Develop Transition-In Plan (TiP)

Implement Transition

Transition Closeout

Portal and Trend Reporting

3.2.2.1 Determine Transition Tasks and Requirements

The Contractor, in consultation with the Government, shall determine the transition tasks and requirements, which include:

Coordinate Contract Kick-Off Meeting (within 14 business days of contract award).

At a minimum the kick-off meeting includes:

o Review of schedule activities and milestones o Roles and responsibilities o Expectations o Risks o Resources o Communication

Determine transition tasks, requirements, and transition items needed for the transition plan.

3.2.2.2 Develop Transition-In Plan

The Contractor shall develop a TiP to include, but not be limited to:

Coordination with the Government and incumbent Contractor to develop a draft TiP.

Review and comment of the draft TiP by GTM, COR, and incumbent contractor.

Submission of a final TiP within 15 business days following contract award.

3.2.2.3 Implement Transition

The Contractor shall plan and execute a Transition Implementation to include, but not be limited to:

Managing the transition from the current Contractor(s).

Managing how the incoming STS Contractor will work with the incumbent

Contractors to transition STS support services.

Mitigating transition risks and conflict resolution.

Managing the transition from the current facility to a different facility if necessary.

Transferring Government Furnished Equipment (GFE)

The new Contractor shall follow FAR 52.237-3, Continuity of Services (JAN 1991) to ensure transition is accomplished without difficulty until the new Contractor can fully provide services under the contract, which must be continued without interruption. Any failure to fully implement this clause, including attendance at all scheduled meetings and timely submission of all required documents, may result in a negative past performance evaluation and unfavorable responsibility determination.

3.2.2.4 Transition Closeout

The Contractor shall plan and execute a Transition Closeout to include, but not be limited to:

A Transition-Out Plan (ToP), in accordance with Federal Acquisition Regulation

(FAR) 52.237-3.

A demonstration of the new contractor’s ability to successfully support the Operation and Maintenance (O&M) of each item transitioned from the incumbent contractor.

A Transition Summary Report, which is used for Government acceptance of the follow-on Contractor within ten (10) business days after the end of the Initial

Transition Period.

Demonstrate that the new facility is operational.

Demonstrate that the previous facility is closed (as necessary if transitioning to a new facility different than the current Arlington, VA location). At a minimum, this should include: disconnect the network, HW removed, GFE removed, and move all connections to the new facility.

Demonstrate that the GFE is returned to the Government.

3.2.3 Deliverables

The Contractor shall complete the items within Table 3-3 with details on proposed deliverables.

Throughout the life of the project there may be additional deliverables added, deleted, or edited.

Table 3-3. Deliverables for Task 2 (Transition Activities)

Item # Product/Deliverable Stakeholder Initial Submission Additional

Submission (s)

Deliverable

Transition-In Plan (TiP)

(Draft)

GTM, COR

Submit with proposal N/A

Deliverable

Transition-Out Plan

(ToP) (Draft)

GTM, COR

90 days before the end of the period of performance

N/A

Deliverable

TiP (Final) GTM, COR

15 days after

GTM/COR request

Update as

Required

Deliverable

ToP (Final) GTM, COR

25 days after

GTM/COR request

Update as

Required

Deliverable

Transition Summary

Report (Draft)

GTM, COR

10 days after initial transition-in period N/A

Deliverable

Transition Summary

Report (Final)

GTM, COR

10 days after resolution of

GTM/COR

comments

Update as

Required

Deliverable

Facility TP (Draft) GTM, COR

Submit with proposal N/A

Deliverable

Facility TP (Final) GTM, COR 5 DACA

Update as

Required

Deliverable

Facility Transition

Summary Report (Draft)

GTM, COR

5 days after

GTM/COR request N/A

Deliverable

Facility Transition

Summary Report (Final)

GTM, COR

10 days after resolution of

GTM/COR

comments

Update as

Required

Table 3-4. Status and Performance Metrics for Task 2 (Transition Activities)

Activity Supported Metric

Determine

Transition Tasks and Requirements

Track Transition requirements

Track completion of Transition tasks and requirements

Identify procedures to be documented

Develop Transition

Plan Track and monitor completion of Transition Plan

Implement

Transition

Track and monitor Transition Risks and Issues

Compare planned vs. actual completion of Transition activities

Track and monitor completion of procedures to be documented

Transition Closeout

Compare planned vs. actual Transition Closeout activities

Compare planned vs. actual completion of Transition requirements

Compare planned vs. actual completion of documented procedures

Track and monitor operational status of facility (as needed)

Track and monitor closure of existing facility (as needed)

3.3 Task 3: Facility Management (T&M)

The Contractor shall provide Facility Management services to support O&M of the Contractor provided STS test facility. The facility shall total at least 35,000 square feet in one building to include space for labs, conference rooms, server room, and secure storage space. The Contractor shall provide proof of warehouse by providing an active and accurate lease of the facility, as well as a configuration of the facility to show available space and the location for labs, conference rooms, server room, and secure storage space.

The server room shall meet the guidelines found at FAH-10 H-270, or http://fam.a.state.gov/fam/12fah10/12fah100270.html.

http://fam.a.state.gov/fam/12fah10/12fah100270.html

3.3.1 Goals and Objectives

The goal of Facility Management is to manage and maintain facility computing resources, communication and network infrastructure, and facility environment (heating and cooling) remain operational and secure. In the event of scheduled or unscheduled facility maintenance, the Contractor shall manage the maintenance effort. The objectives of Facility Management are:

The Contractor shall manage and maintain the STS test facility during standard

CA/CST operating hours from 8:15 am – 5:00 pm, Monday–Friday Eastern Standard

Time.

The Contractor shall manage scheduled maintenance or facility service needs outside of standard CST operating hours as scheduled, as otherwise specified in this SOW, or as requested by the COR or GTM.

The Contractor shall maintain the Facility Management Service Level Agreement

(SLA) to reflect the needs of the CA/CST STS test facility.

3.3.2 Objectives

This section describes the requirements for activities to be performed under this task and their interaction, if appropriate. The activities for this task are as follows:

Provide Facility Management Plan (FMP)

Facility Management

Facility Management Reporting

Portal and Trend Reporting

Additional activities not explicitly listed will be required to meet the performance requirements for this task.

3.3.2.1 Provide Facility Management Plan

The Contractor shall develop a FMP that includes, but is not be limited to, procedures for:

HW installation

SW installation

Operating and staffing

Maintenance

Access Control

Property Control

3.3.2.2 Facility Management

The Contractor shall:

Maintain a secure and independent test facility

Manage scheduled and unscheduled facility maintenance

Document the operational status of the test facility

Coordinate and document IT services

Collect data for performance metrics

3.3.2.3 Facility Management Reporting

The Contractor shall maintain and provide Facility Management Reporting including:

Current Non-expendable Property Application (NEPA) Inventory

Federal Purchase Log

Facility Maintenance Log

The Contractor shall provide input to the Weekly Activity Report on changes to inventory, purchases, and maintenance

3.3.3 Deliverables

The Contractor shall complete the items within Table 3-5 with details on proposed deliverables.

Throughout the life of the project there may be additional deliverables added, deleted, or edited.

Table 3-5. Deliverables for Task 3 (Facility Management)

Item # Product/Deliverable Stakeholder Initial

Submission

Additional

Submission (s)

Deliverable

FMP (Draft) GTM, COR 30 DACA N/A

Deliverable

FMP (Final) GTM, COR

10 days after resolution of

GTM/COR

comments

Update as

Required

Deliverable

Non-expendable

Property Application

(NEPA) Inventory

GTM

30 days after

GTM/COR

request

Update as

Required

Deliverable

Federal Purchase

Log

GTM

30 days after

GTM/COR

request

Update as

Required

Deliverable

Facility Maintenance

Log

GTM

30 days after

GTM/COR

request

Table 3-6. Status and Performance Metrics for Task 3 (Facility Management)

Provide FMP Track and monitor completion of FMP

Facility Management

Track and Monitor Facility operational status during normal operating hours

Track and Monitor Facility operational status outside of normal operating hours

Track and monitory mean time between failure

Track and monitory average length of failure

Facility Management

Reporting

Track and monitor the current NEPA Inventory within

1 hour after receipt of goods

Track and monitor the Federal Purchase Log within 1 day after receipt of goods or placement of orders

Track and monitor the Facility Maintenance Log within 1 day after receipt of goods or placement of orders

3.4 Task 4: Formal Independent Verification and Validation Services (T&M)

The Contractor shall provide formal IV&V services for the evaluation of products for CA/CST, which include any new or modified hardware, SW, system, or environment.

3.4.1 Goals and Objectives

The goal of Formal IV&V Services is to provide an IV&V of all products developed for

CA/CST. The Contractor shall conduct all COTS and GOTS patch testing as directed by IRM or

CA/CST corporate level IT.

The objectives of IV&V Services include:

Configuring, administering, and operating testing environment(s), in collaboration with CM Services.

Conducting IV&V activities independent of any other product development, testing, validation, and verification activities.

Ensuring that product requirements and acceptance criteria are the basis for an IV&V test.

Actively participating in the review of product requirements and development of acceptance criteria.

Ensuring that verification and validation of product operation, maintenance, documentation, and training are included in IV&V testing.

Producing IV&V Findings and a Go / Go with conditions / No Go recommendation to be distributed to relevant stakeholders.

Developing verification methods to include, but not limited to, inspections, peer reviews, audits, walkthroughs, analyses, architecture evaluations, simulations, testing, and demonstrations of products.

Including the definition of support tools, test equipment and SW, simulations, prototypes, and facilities.

Ensuring that verification provisions are embedded in product and product component requirements, designs, developmental plans, and schedules.

Executing IV&V testing, the Contractor shall follow delineated SW evaluation guidelines, take advantage of automated tools authorized by the Government, utilize mobile and smart device testing solutions and analysis, and provide analysis reports based on all data received.

3.4.2 Objectives

This section describes the requirements for activities to be performed under this task and their interaction, if appropriate. The activities for this task are as follows:

Validate Release Elements

Prepare IV&V Test Plan

Prepare IV&V Test

Perform IV&V Testing

IV&V Analysis & Reporting

Portal and Trend Reporting

Additional activities not explicitly listed will be required to meet the performance requirements for this task.

3.4.2.1 Validate Release Elements

The development GTM will provide notification of all product release elements, which shall be retrieved for IV&V testing by CM Services. The Contractor shall develop the Software and

Product Requirements List (SWPRL), a set of generic SW requirements that reflect common SW issues that occur in the operational environment, but may not be explicit in the product requirements. The Contractor shall coordinate with CST personnel and management to define and approve the SWPRL. The Contractor shall submit the SWPRL to CM Services for control within the CA/CST repositories. The Contractor shall include appropriate SW requirements from the SWPRL into the release element product requirements to be validated.

The Contractor shall validate release elements to be used for IV&V activities, to include:

SW components

Documentation

Release package items

Product requirements, i.e. the cumulative set of requirements developed for that product over the entire lifespan (all versions) of the product. The release elements will be validated using criteria that include:

o Is the release element verifiable?

o Is the release element clear and concise?

o Is the release element complete?

o Is the release element consistent?

o Is the release element traceable?

o Is the release element viable?

o Is the release element necessary?

o Is the release element testable?

o Is the release element correct?

The Contractor shall validate the acceptance criteria for each product requirement. The

Contractor shall submit the Validation Results to CM Services for control within the CA/CST repositories. Based on the validation results, the Contractor shall determine whether IV&V can:

Proceed without constraints

Proceed with constraints

Not proceed

3.4.2.2 Prepare IV&V Test Plan

The Contractor shall develop an IV&V Test Plan to include: required test resources (including how many people are using, date, timeframe, and dependencies), test activities (including CCR requirements) and a test schedule.

IV&V plan shall address increased activity by having procedures to supplement staff and access subject matter experts to meet an increased workload. For instance, the increased activity may be derived from congressional mandates, peak summer season, or special global events.

IV&V plan may need to address IV&V priority with other ongoing IV&V activities. Critical and high priority projects – in order of priority -- will receive preference when multiple

IV&V activities requiring the same limited resources.

The Contractor shall submit the draft IV&V Test Plan to the COR and the GTM for review and to CM Services for control within the CA/CST repositories.

The Contractor shall submit a final IV&V Test Plan to the COR and the GTM for approval and to CM Services for control within the CA/CST repositories a minimum of five (5) days prior to the start of IV&V Testing.

The Contractor shall acquire prior approval by the GTM for any deviations from the IV&V Test

Plan.

3.4.2.3 Prepare IV&V Test

The Contractor shall execute a comprehensive set of test cases to verify product requirements and SW requirements for each release. The Contractor shall submit these test cases to CM

Services for control within the CA/CST repositories.

The Contractor shall coordinate with the GTM to ensure testing is properly handled.

The Contractor shall prepare test environment(s) that emulates a production like environment.

The Contractor shall prepare environments to include domestic and overseas support where necessary.

The Contractor shall install the product to be tested in cooperation with the product development team as needed.

3.4.2.4 Perform IV&V Testing

The Contractor shall evaluate SW functionality using the test cases, retrieved from CM Services control. Where possible, the Contractor shall use innovative and automated tools and resources that can be or are approved for use to evaluate SW functionality against defined requirements.

The Contractor shall ensure that the application processes as expected and test the application efficiencies. Government experience shows that 70% of the Test Incident Reports (TIRs) that are generated identify true defects (i.e., fixed by SW development groups or converted to CCR) as opposed to comments or recommendations.

3.4.2.5 IV&V Analysis and Reporting

The Contractor shall prepare TIRs and Advisory Notices (ANs) to support IV & V findings. The

Contractor shall deliver these documents five (5) business days after completion of the test or earlier as required by the COR or GTM.

The Contractor shall present these documents to the appropriate stakeholders (requirements development, system designer, system developers, etc.) with a recommendation of Go / Go with conditions / No Go.

3.4.3 Deliverables

The Contractor shall complete the items within Table 3-7 with details on proposed deliverables.

Throughout the life of the project there may be additional deliverables added, deleted, or edited.

Table 3-7. Deliverables for Task 4 (Formal IV&V Services)

Item # Product/Deliverable Stakeholder Initial Submission Additional

Submission (s)

Deliverable

SWPRL GTM, COR 30 DACA

Update as

Required

Deliverable

IV&V Validation

Results

GTM, COR

5 days after package is received for test

As required

Deliverable

IV&V Test Plan

(Draft)

GTM,

COR, and

CM

Services

10 days prior to commencement of formal testing

N/A

Deliverable

IV&V Test Plan

(Final)

GTM,

COR, and

CM

Services

1 day after resolution of

GTM/COR

comments

Update as

Required

Deliverable

IV&V TIR

GTM,

COR, &

others as needed

1 day after completion of a test

As required

Deliverable

IV&V Advisory

Notices

GTM,

COR, &

others as needed

1 day after completion of a test

As required

Deliverable

IV&V Findings and

Recommendation

Report

GTM, COR

5 days after completion of a test

N/A

Table 3-8. Performance Measures for Task 4 (Formal IV&V Services)

Validate Release

Elements

Track and monitor Requirements Quality Ratio

Track and monitor Design anomaly density

Prepare IV&V Test Plan Track and monitor Project Effort

Track and monitor Project Duration

Prepare IV&V Test

Track and monitor Provisioning Time Objective

(PTO)

Track and monitor Recovery Time Objective (RTO)

Track and monitor Recovery Point Object (RPO)

Perform IV&V Testing

Track and monitor Productivity

Track and monitor Schedule Predictability

Track and monitor Implementation Anomaly Density

Track and monitor Test Anomaly Density

IV&V Analysis & Track and monitor Requirements Completion Ratio

Reporting Track and monitor Post-release Defects

Track and monitor Post-release Defect Density

3.5 Task 5: COTS and GOTS Product Review (T&M)

The Contractor shall provide IV&V services for the evaluation of COTS and GOTS products and patches, at the direction of IRM and CA/CST.

3.5.1 Goals and Objectives

The goal of the COTS and GOTS Product Review is to provide an independent review of products that may be used to meet technological need(s) of CA.

3.5.2 Objectives

This section describes the requirements for activities to be performed under this task and their interaction, if appropriate. The activities for this task are as follows:

Validate Requirements

Prepare Product Test Plan

Prepare Independent Product Test

Perform Product Test

Product Test Analysis and Reporting

Define the Technology Need (Optional)

Define the Technology Need Requirements (Optional)

Conduct Market Survey (Optional)

Portal and Trend Reporting

3.5.2.1 Validate Requirements

The Contractor shall validate product requirements to be used for Independent Product Test activities, which include the cumulative set of requirements developed for that product over the entire lifespan (all versions) of the product. The Contractor shall validate the requirements using the criteria specified in Section 3.4.2.1. The Contractor shall determine, based on the validation results, whether the Independent Product Test can proceed without constraints, proceed with constraints, or not proceed.

3.5.2.2 Prepare Independent Product Test Plan (IPTP)

The Contractor shall develop an IPTP to describe the required test resources, test activities

(including CCR requirements) and a test schedule.

The Contractor shall address increased activity in the IPTP by having procedures to supplement staff and access subject matter experts (SMEs) to meet an increased workload if required.

The Contractor shall submit the draft “IPTP” to the stakeholders, the COR, and the GTM for review.

The Contractor shall submit the final “IPTP” to the COR and the GTM that addresses the comments made by the stakeholders, the COR, and the GTM on the draft IPTP.

The Contractor shall obtain prior approval of the GTM for deviations from the IPTP.

3.5.2.3 Prepare Independent Product Test

The Contractor shall execute a comprehensive set of test cases to verify product requirements and the SWPRL, as described in Section 3.4.2.1, for each release. The Contractor shall submit these test cases to CM Services for control within the CA/CST repositories.

The Contractor shall deliver an SLA Status Report to stakeholders, the COR, and the GTM prior to the start of Product Testing.

The Contractor shall retrieve a test environment(s) for the Independent Product Test from CM

Services that emulates a production environment, including domestic and overseas environments where required.

The Contractor shall operate and configure test environment(s), obtained from CM Services, for the Independent Product Test.

The Contractor shall install the product(s) to be tested utilizing product technical support as needed.

3.5.2.4 Perform Independent Product Test

The Contractor shall evaluate product functionality by taking advantage of innovative and automated tools and resources that can be or are approved for use to evaluate SW functionality against defined requirements. The Contractor shall validate the application efficiencies and processes. The Contractor shall test print exemplars of CA products, and review quality and validate authenticity. Government experience shows that 70% of the TIRs that are generated identify true defects (i.e., fixed by software development groups or converted to CCR) as opposed to comments or recommendations.

3.5.2.5 IV&V Analysis and Reporting

The Contractor shall prepare test incident reports and advisory notices that support Product Test findings are delivered five (5) business days after completion of the test or earlier as required by the COR or GTM. The TIR and ANs are submitted to CM Services for control within the

CA/CST repositories.

The Contractor shall provide the validation results and findings to the relevant stakeholders

(requirements development, system designer, system developers, etc.) with a recommendation of

Go / Go with conditions / No Go.

3.5.2.6 Define the Technology Need (Optional)

The Contractor shall interface with stakeholders to define the goals and objectives of products that may support a technology need, as directed by the GTM.

The Contractor shall provide a Statement of Need (SoN) that defines the goals and objectives of the technology, to include:

Confirmation that the Need Is Solution Independent

Validation that the Scope of the Need Is Appropriate

Definition of the Need Criteria

The Contractor shall submit the draft SoN to the stakeholders, the COR and the GTM for review.

The Contractor shall submit the final SoN to the COR and the GTM that addresses the comments made by the stakeholders, the COR, and the GTM on the draft SoN.

3.5.2.7 Define the Technology Need Requirements (TNRs) (Ad hoc)

The Contractor shall provide requirements that correspond to the Need Criteria defined in the

SoN to meet criteria, as directed by the GTM.

The Contractor shall submit the draft TNRs to the stakeholders, the COR and the GTM for review.

The Contractor shall submit the final TNRs to the COR and the GTM that addresses the comments made on the draft TNRs by the stakeholders, the COR, and the GTM.

3.5.2.8 Conduct Market Survey (Ad hoc)

The Contractor shall perform a Market Survey using the technology SoN and Need

Requirements to assemble a list of viable products for evaluation, as directed by the GTM. The

Contractor shall use authoritative and independent product and market surveys and research to determine viable products.

The Contractor shall submit the draft Market Survey Results to the stakeholders, the COR and the GTM for review and to CM Services for control within the CA/CST repositories.

The Contractor shall submit the final Market Survey Results to the COR and the GTM that addresses the comments made by the stakeholders, the COR, and the GTM on the draft Market

Survey Results. The Contractor shall submit the draft and final Market Survey Results to CM

Services for control within the CA/CST repositories.

3.5.3 Deliverables

The Contractor shall complete Table 3-9 with details on proposed deliverables. Throughout the life of the project there may be additional deliverables added, deleted, or edited.

Table 3-9. Deliverables for Task 5 (COTS and GOTS Product Review)

Item # Product/Deliverable Stakeholder Initial Submission

Additional

Submission

(s)

Deliverable

COTS and GOTS

Validation Results

GTM, COR

5 days after package is received for test

As required

Deliverable

IPTP (Draft) GTM, COR

10 days prior to commencement of formal testing

N/A

Deliverable

IPTP (Final) GTM, COR

1 day after resolution of

GTM/COR

comments

Update as

Required

Deliverable

COTS and GOTS

TIRs

GTM, COR

1 day after completion of a test

As required

Deliverable

COTS and GOTS

Advisory Notices

GTM, COR,

& others as needed

1 day after completion of a test

As required

Deliverable

COTS and GOTS

Findings and

Recommendations

Report

GTM, COR

5 days after completion of a test

N/A

Deliverable

SLA Status Report

GTM, COR,

and other

Stakeholders as needed

As needed prior to start of Product

Testing

As needed prior to start of Product

Testing

Deliverable

SoN (Optional) GTM, COR

5 days after

GTM/COR request

Update as

Required

Deliverable

TNRs (Optional) GTM, COR

10 days after

GTM/COR request

Update as

Required

Deliverable

Market Survey

Results (Optional)

GTM, COR

20 days after

GTM/COR request

Table 3-10. Status and Performance Measures for Task 5 (COTS and GOTS Product Review)

Validate Requirements Track and monitor Requirements Quality Ratio

Track and monitor Design anomaly density

Prepare Product Test

Plan

Track and monitor Project Effort

Track and monitor Project Duration

Prepare Independent Track and monitor Provisioning Time Objective

Product Test Track and monitor Recovery Time Objective

Track and monitor Recovery Point Object

Perform Product Test

Track and monitor Productivity

Track and monitor Schedule Predictability

Track and monitor Implementation Anomaly Density

Track and monitor Test Anomaly Density

Product Test Analysis and Reporting

Track and monitor Requirements Completion Ratio

Track and monitor Post-release Defects

Track and monitor Post-release Defect Density

3.6 Task 6: Integration Testing and Development Support Services (T&M)

The Contractor shall provide services to manage and support the Integration Testing and development support environments and resources that allow the product developers to integrate and test their product(s) in a production-like environment. The Contractor shall provide installation, integration, and environment level troubleshooting support for developers as needed.

The Government anticipates integration testing and development support services to be hosted in a cloud environment during the life of this contract. The Contractor shall be prepared to manage the integration testing and development support services in a cloud environment.

3.6.1 Goals and Objectives

The goal of integration testing and development support services is to provide the environment and resources that allow the product developers to integrate and test their product(s) in a production-like environment and to manage and support integration testing and development support services used.

3.6.2 Objectives

This section describes the requirements for activities to be performed under this task and their interaction, if appropriate. The activities for this task are as follows:

O&M Support Services

Development Environment Support Services

Backup and Retrieval Services

Migration Support Services

Verify Test Plans and Schedules

Prepare Integration Support Test Plan (ISTP)

Prepare for Integration Testing

Integration Testing Installation and Support

Support Test Analysis and Reporting

Portal and Trend Reporting

3.6.2.1 Operation and Maintenance Support Services

The Contractor shall operate and administer environments, which are obtained from and controlled by CM Services.

The Contractor shall update environments to reflect the CA/CST production environment, in collaboration with CM Services.

The Contractor shall operate, maintain, and keep current HW, SW, and systems that provide failover capabilities for CA/CST.

The Contractor shall operate and maintain environments that are logically isolated from other environments, but representative of the Production environment.

The Contractor shall operate environments that are fully scalable.

The Contractor shall provide management support for all SW servers (database, web servers, and application enablers), operating systems, hypervisors, HW and network infrastructure that are included in the environment boundary.

The Contractor shall provide web hosting infrastructure and application integrations support.

The Contractor shall provide Operations Management and operations of the environment to be inclusive of all the above components and their respective integration.

The Contractor shall provide network storage, server, and virtualization layer management to include performance of internal technology and refresh cycles applicable to the environment.

The Contractor shall provide and document patch management appropriate to all components within the provider’s boundary and to adhere to DoS standards.

3.6.2.2 Customer Environment Support Services

The Contractor shall manage / administer, in collaboration with CM, the HW and SW necessary for service activities, which will be provided by the Government and / or CA/CST.

The Contractor shall provide remote access to testing environments for CA/CST application contractors.

The Contractor shall provide customer support services, in collaboration with CM, including an automated means of promoting or demoting products to alternative environments.

The Contractor shall provide customer support for internal client bases, including, but not limited to, system owners and managers, as required.

The Contractor shall provide tools for analyzing usage specific trends as they relate to the public users of the system.

The Contractor shall use CM Services by following CA/CM processes to control the functionality of the environment without hindering the ability of CA/CST Content Developers /

Managers to efficiently add new functionality, integration, and / or content delivery mechanisms.

The Contractor shall provide a trusted secure communication channel to support the

Government’s PIV Card authentication (dual factor method) of remote access in accordance with

OMB M-11-11.

The Contractor shall provide maintenance of user profiles presented to the user at time of login.

3.6.2.3 Backup and Retrieval Services

The Contractor shall provide, in collaboration with CM, backup and retrieval services for environments and environment artifacts. The Contractor shall manage the logs and data consistent with best practice approaches. Upon request, the Contractor shall provide restoration of an environments or environment artifacts as outlined in the SLA. The service objectives include:

Recovery Point Objective (RPO) – Contractor shall recover files for any specific day within a rolling six (6)-month period.

Recovery Time Objective (RTO) – Contractor shall recover…