SOW - Minaret Licesnses -Clean.docx

PERFORMANCE WORK STATEMENT

Classification Web Plus Minaret Subscription, Hosting, and Support

C.1 OVERVIEW/BACKGROUND

The Library of Congress (LC) has a requirement for support for on-going production and modernization of its web-based, subscription service, Classification Web (“Class Web”) which provides online access to the Library of Congress Classification (LCC) schedules and the Library of Congress Subject Heading (LCSH).

Classification Web Plus (“Class Web”), located at https://classweb.org, is a searchable and input- update database consisting primarily of the LCC schedules and LCSH but also contains Name Authorities, specialized genre terms, and specially designed search options (e.g. Correlations Search) that help maximize the online searching capabilities for these resources. Class Web’s objective is to help library professionals quickly find the subject heading and classification schedule information they need to create bibliographic metadata for incoming library resources. Additional information about Class Web is available on the LC website at: http://www.loc.gov/cds/classweb/classwebfeatures.html.

The internal system (input-update database) of Classification Web, known as LCC Online, (sometimes referred to as “Minaret”) contains the proposal system where authorized staff organize and edit new classification and subject heading proposals that are submitted by member libraries as well as Library of Congress staff.

Class Web’s target audience is library staff working in cataloging areas of libraries and cataloging institutions around the world, although reference librarians are also Class Web users.

Class Web has over 2,400 subscriber accounts which can vary from solo user all the way up to concurrent users of 95-99.

C.2 SCOPE OF WORK

The Library requires a contractor to provide hosting, operation, and maintenance of the existing Class Web system (including LCC Online) and enhancement to leverage evolving search, web technologies, and hosting solutions to optimize Classification Web’s usefulness to the end user.

C.3 REQUIREMENTS

C.3.1 Class Web Operation and Maintenance Support The contractor shall operate the existing Class Web production system and provide routine maintenance activities for all hardware and software to include licensing, troubleshooting, repair, replacement, patching, and updating to meet or exceed required service levels (see section 3.1.2). Operation and Maintenance support include programing activities only as it applies to sustaining the current level of system functionality and data currency. The contractor shall apply all required or recommended software patches, perform daily system backups, system performance monitoring, and disaster recovery.

C.3.1.1 Class Web Components

C.3.1.1.1 Customer Management System (CMS) The CMS is a database that manages user subscriptions and is accessed by LC customer service representatives who can set up or delete accounts as well as make other changes. There is no financial information stored here.

C.3.1.1.2 Proposal system The proposal system is identical to the Class Web production system with the exception that it is editable by authorized personnel. Additional functionality of the proposal system includes generating the tentative list for both classification and subject proposals, as well as the approved list. In addition, the proposal system contains the ability to print classification schedules as well as subject headings in PDF, publish-ready book format.

C.3.1.2 Service Levels C.3.1.2.1 Availability The contractor shall ensure that all Classification Web system components are available 99.95% of the time, seven days a week, 365 days a year.

C.3.1.2.2 Bug fixing and customer support The contractor must fix bugs as a part of the contract and provide assistance with customer support. Bugs are identified either by customers or by LC staff. Depending on the complexity of the bug, a resource estimate should be provided. See Table 2.

NOTE: This refers to bugs reported by external customers and external customer improvements/troubleshooting.

C.3.2 Classification Web Hosting The contractor shall provide cloud hosting for Classification Web. Class Web is currently cloud hosted by Linode. The cloud hosting provider must provide system and application monitoring, backups, redundancy and failover, and hosting bureau service, twenty-four hours a day, seven days a week. The cloud hosting provider must be Service Organization Control (SOC1 or SOC2) certified on an annual basis.

C.3.2.1.Specifications The contractor shall ensure that the Classification Web hosting environment is available to subscribers and LC staff 99.95% of the time, seven days a week, 365 days per year.

C.3.2.1.1 Availability See section C.3.2.1.

C.3.2.1.2 System Monitoring The contractor shall provide automated monitoring of the Classification Web system and its hosting environment. Any service interruption for more than a minute of full production access by the subscribers must be immediately brought to the attention of the COR. Depending on the severity and duration of service interruption, the notification can be via email, text, or telephone.

C.3.2.1.3 System Maintenance The contractor shall notify the COR in advance of any proposed updates to the hosting environment.

C.3.3 Contractor and Staff Recommended Enhancements The contractor in consultation with LC staff, shall recommend any system enhancements expected to improve the performance and features of Classification Web.

C.3.4 Project Management Requirements

C.3.4.1 Intellectual Property Rights All content including system programming created for Classification Web is the sole property of the LC and will be turned over to the Library at the conclusion of the contract. NOTE: All modifications and improvements to Minaret software remain the sole property of Minaret Corporation. Section C.3.4.1.1 only applies to content paid for by the Library of Congress that is not a license fee to Minaret Corp.

C.3.4.1.1 Security Contractor shall implement LC computer security procedures and standards within 3 months, or another time period based on consultation with Contracting Officer’s Representative (COR) and LC staff.

C.3.4.1.2 Transition plan Within one month of the determination of the need of a replacement system, Contractor will work with LC staff to transition system production, development, and hosting at the beginning and end of the contract.

C.3.4.1.3 Support:

The contractor shall respond to customer support questions as directed by the Contracting Officer’s Representative (COR) within 24 hours. Some questions may require more time for full responses, but initial responses must take place within 24 hours. Historically, 1-2 customer support questions occur monthly. See C.4.1 Table 2 Service Schedule.

NOTE: This refers to internal support for LC staff customer support team.

C.3.4.1.4 Consultation As-needed status update meetings with LC staff unless waived in writing by LC staff.

C.4 SCHEDULE OF EVENTS/DELIVERABLES

C.4.1 Schedule of Deliverables Table 1 – Delivery Schedule

both parties

Table 2 – Service Schedule

Time Resolution Time Acceptable Resolution

Urgent

1 workday Initial Response to customer questions must be within 24 hours. (see C 3.4.1.3)

Emergency

version

High

current version or workaround

Low

3 months HW Fix SW Recovery to the current version

C.4.2 Testing and Quality assurance System and data testing will be conducted by LC staff.

C.4.2.1 Unit testing As system elements (“units”) are developed or modified LC staff will construct a testing routine to confirm that the system element functions as anticipated. Once the system element has passed the test plan, the contractor will be notified in writing by the COR.

C.4.2.2 Data testing As data elements are developed or modified, LC staff will construct a testing routine to confirm that the data resources exhibit acceptable data integrity and display. Once the data resources have passed the testing routine, the contractor will be notified in writing by the COR.

C.5 Additional Information

C.5.1 Government furnished property and information All data provided will be returned over to the Library at the conclusion of the contract as per C.3.4.1.1.

C.5.2 Status update meetings Meetings shall be held once every three months.

C.5.3 Key Personnel The contractor shall provide a program manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The program manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The program manager or alternate shall be available between 8:30am and 5:00pm Monday through Friday, except for Federal holidays.

The contractor shall provide personnel capable of providing bug fixes and customer service via email or phone.

Roles that are labeled "Key Personnel" shall be handled in accordance with Library Clause LC52.237-1 listed in Section H regarding the listed key personnel.

The following key personnel position and expertise required for this project are listed below.

Project Manager:

· The project manager shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract.

· The project manager must demonstrate at least three (3) years of experience managing and monitoring Minaret software.

· An alternate, who shall act for the project manager when the manager is absent shall be designated in writing to the contracting officer.

· The project manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The project manager or alternate shall be available between 8:30 a.m. to 5:00 p.m. Monday thru Friday Eastern Time except Federal holidays or when the government facility is closed for administrative reasons.

(End of Performance Work Statement)