RFI_DCPDS_PWS_(5-3-16).pdf

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Section C: Performance Work Statement

1.1 Background:

As the Department’s enterprise civilian Human Resources (HR) system, the Defense Civilian Personnel Data System (DCPDS) supports HR system operations and improved business processes, with continuous implementation of new information technologies, consistently meeting cost, schedule, and performance goals. DCPDS is a system of records and the system of records notice can be viewed at http://dpclo.defense.gov/privacy/SORNs/dod/DOD_Wide_Notices.html. Network and system operations span worldwide, with 24/7 operations supporting 19 Regional Service Centers (RSC) and over 300 Customer Support Units (CSU). DCPDS has upgraded to the Hewlett Packard (HP) Itanium/x86 blade architecture for all enterprise servers and has migrated to Oracle’s Release 12 software in order to ensure the technology base to maintain DCPDS as a leader in federal HR systems. Web-enabled DCPDS and the addition of its Self Service capability have increased the number of users from 20,000 to over 700,000. Led by the Defense Civilian Personnel Advisory Service (DCPAS) (formerly known as the Civilian Personnel Management Service (CPMS) - references to CPMS within this document are synonymous with DCPAS), the DCPDS manager, the Department has been designated by Office of Personnel Management (OPM) / Office of Management and Budget (OMB) as one of five HR Shared Service Centers, with DCPDS supporting approximately one-third of the federal work force. DCPDS has proven its business case and saves the Department over $200 million per year by operating centrally those HR system activities previously performed by the individual Department of Defense (DoD) and non-DoD Services/Agencies, herein referred to as the Components. The DCPDS DoD Component customers are Air Force (AF), Army, Navy, Defense Finance and Accounting Service (DFAS), Defense Logistics Agency (DLA),Department of Education Activity (DoDEA), Washington Headquarters Service (WHS), Defense Commissary Agency (DECA), Defense Information Systems Agency (DISA), and the National Guard (NG). The DCPDS non-DoD Component customers are the Broadcasting Board of Governors (BBG) and the Executive Office of the President (EOP). There are currently six (6) DoD databases. WHS, DoDEA, and DECA are included in the DLA database and DISA is included in the DFAS database There are two (2) non-DoD DCPDS databases.

DCPDS Enterprise operations and some DoD and non-DoD Component DCPDS regional operations are currently located at a central site. The future focus of DCPDS is the expansion of these efficiencies through further consolidation of DCPDS operations to a single site.

DCPDS was designed to improve and simplify personnel transaction processing, the delivery of personnel services, and retrieval of timely civilian workforce information. CPMS is responsible for functional and technical oversight of DCPDS. Deployment of the system began in October 1999, reaching Full Operating Capability (FOC) in September 2002. CPMS managed DCPDS development and deployment, and currently administers the operations, support, and enhancement of DCPDS through a commercial contract. In July 2003 the migration of DCPDS from a client-server to a web-based environment upgraded the application software to the newest release, Oracle Release 11i. DCPDS upgraded to Oracle Release 12 in May 2011.

In addition, CPMS developed customized code to support 12 demonstration projects and 11 unique local national applications to support requirements for 17 countries, DoD Non-

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Appropriated Fund (NAF) employees, and National Guard (NG) employees. Other applications developed by CPMS and incorporated into DCPDS including AutoRIF, used for reduction-in-force and the Customer Support Unit (CSU) application for standard reports and retrieval.

DCPDS is a multifunction, web-based civilian HR information management and transaction processing system. The system supports over 800,000 civilian employee records (appropriated fund, non-appropriated fund, National Guard, and local nationals), and 1.5 million position records. It is a global system supporting users in Asia, the Pacific, Europe and North America on a 24-hour, 7-day-a-week basis. Approximately 15% of users are located in Asia, Pacific, and Europe. DCPDS uses a Commercial Off-The-Shelf (COTS) product (Oracle HR), customized for the Federal and Defense environments, to provide personnel transaction processing using Oracle Federal HR.

The Department has established alternate HR management systems for several groups of employees: the National Security Personnel System (NSPS), the Defense Civilian Intelligence Personnel System (DCIPS) and one for the National Guard Performance Appraisal Application.

These systems are currently under review and potential changes to DCPDS may be required after legislative and other decisions are finalized. New requirements resulting from these reviews will be handled under the CLIN for Future Potential Development.;

The core DCPDS COTS product (Oracle HR), customized for the Defense environments, provides personnel transaction processing using Oracle Federal HR. Significant customizations and usability enhancements were made to the COTS product to support NSPS, DCIPS, and NG performance appraisal applications. Other customizations support the DoD diverse work force, including appropriated fund, non-appropriated fund, local national and National Guard employees. Included in the appropriated fund category are General Schedule, 11 demonstration projects and alternate personnel systems. DCPDS supports numerous legislative Titles including Title 5, 10, 20, 28, 29, 32, 33, and 38. There are 11 modules customized to support 18 foreign countries that are multi-lingual and have multiple currencies. With over 500,000 process rules and 1.75M pay and benefit algorithm combinations, DCPDS sustains a complex set of personnel data that interfaces with the DoD payroll system. DCPDS also maintains over 40 other interfaces to external systems and databases.

DCPDS provides personnel transaction and employee information capability for DoD regional service centers (RSCs) and corporate information that supports strategic decision-making to DoD management and leadership. The Corporate Management Information System (CMIS) provides consolidated information covering all DoD employee records on a single server. CMIS provides accessibility by DoD managers, with high accuracy of DCPDS corporate data enhanced through the use of a data warehouse, data marts, and information presented in readily understandable “dashboard” format. DCPDS interacts with other information systems by interfaces or direct data feeds most importantly as the HR data interface with the Defense Civilian Pay System (DCPS). Over forty (40) interfaces are in use and others are under development. DCPDS provides civilian personnel management information down to the desktop of managers and supervisors, and offers self service capability related to the performance appraisal process and other data that can be accessed and updated by all DoD civilian employees. RSC servers provide DCPDS Component users access to process all region level personnel transactions. The

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RSC database is considered the primary database of record. The CSU servers are used by the Components as a data query tool. The CSU application is a web-based application that uses the read-only extract from the primary RSC database of record containing records of civilian employees. It is used by managers and personnel specialists to view data about a specific employee or to run reports covering a group of employees. Contract support must provide system operation, maintenance, and sustainment, including applicable database administration, systems administration, and hardware operations to support system usage via a distributed server network with customers able to access the system worldwide, 24 hours per day/seven days per week. This support must include the enterprise production; development, testing, and training;

and Disaster Recovery (DR)/COOP servers, communications, and peripherals.

The system uses standard communication protocols over the Defense Information System Network (DISN), which is maintained by the Defense Information Systems Agency (DISA), and applications operating against distributed databases. The DISN supports communications: base-to-base, base-to-hub, and between RSCs and CSUs.

Currently, DCPDS operates on Hewlett Packard (HP) hardware platforms. The database and storage servers operate on Itanium based processors running HP-UNIX (HP-UX) and the application and administration servers operate on HP x86 servers running the Red Hat Enterprise Linux operating system. Leveraging x86 blades with a Linux OS for the application tier allows for increased performance opportunities. Based on changing program requirements, vendor options and evolving technologies, the DCPDS hardware and software architectures will change over time.

CPMS is responsible for operation of consolidated civilian human resources (HR) programs and services for the entire Department of Defense. CPMS is part of the Defense Human Resources Activity (DHRA), an Office of the Secretary of Defense field operating activity, under the direct control of the Under Secretary of Defense for Personnel and Readiness (USD (P&R)). The System Management and Program Administration Branch (SM&PA) Branch supports the program management efforts of the CPMS Director and the Chief, HR-BITS Division (the DCPDS Program Manager) by providing acquisition program management advice and assistance and technical guidance on the operation, maintenance, and sustainment of DPCDS, including Contracting Officer’s Technical Representative (COTR) support for the DCPDS contract.

System testing and requirements and HR functional interface with DCPDS customers are the responsibilities of the System Testing and Requirements Branch. The SM&PA Branch provides management oversight and support for procurement, contract, information assurance (IA) and IA certification activities; exercises program management oversight of Contractors that support DCPDS; and coordinates the support relationships between CPMS, its customers, and contractors that support DCPDS. The Contracting Officer’s Representative (COR) resides in the CPMS Business Management Division (BMD).

The DCPDS program manager is responsible for directing DCPDS program efforts, including communications with Components and the DCPDS sustainment Contractor. For additional information on the general mission of CPMS, refer to the CPMS home page located at www.cpms.osd.mil. Through the resultant contract, CPMS intends to obtain Contractor support for the operation, sustainment, and maintenance; hosting services and transition of DCPDS.

Additional work, related to HR future potential development and modification will be performed

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through separate task orders under the DCPDS contract. The Contractor must be prepared to support the latter requirement as well as the base contract. The Contractor must use the commercial best practices of the industry to perform work under the resulting contract.

DoD has centralized many of the HR automated functions into RSCs; the decentralized functions are performed in the CSUs; and each RSC supports multiple CSUs. DoD has a total of 19 RSCs, and over 300 CSUs (Attachment 1). There are 6 RSC and 6 CSU database servers (Attachment 2). There are 6 CSU databases because Components have centralized groups of CSUs into one database. Throughout this document, reference to Customer Support Unit will be shown as “CSU”; reference to the database or server will be shown as “CSU databases” and references to Regional Support Centers will be shown as “RSC”; reference to the database or server will be shown as “RSC databases”. With the implementation of Self Service, the number of DCPDS users has grown dramatically beyond the original target user population focused on HR specialists. As a result, there is a strong focus on the continued implementation of an enterprise-centric architecture to accommodate the increased system utilization and capacity requirements provided to employee users. General interest in DCPDS data has increased and is used by many offices throughout the Government, to include Congressional and legislative offices.

CPMS provides the services of DCPDS to other federal agencies and currently maintains support to two non-DoD customers. They are the Executive Office of the President (EOP), and the Broadcasting Board of Governors (BBG). The support for these two (2) non-DoD Components totals two (2) RSC databases and two (2) CSU databases. They are provided full coverage under this contract and are separately funded through agreements between CPMS and these external agencies. While currently not planned, at some point in the future additional non-DoD customers may be added to DCPDS.

1.2 Contract Scope

The Contractor shall: provide and maintain a staff knowledgeable of the various DCPDS applications; sustain the application software; and operate the DCPDS hardware environment to support DCPDS enterprise operations and six DoD and two non-DoD regional databases, as well as the DCPDS development, testing, and training environment, and COOP environment.

The requirement is for the operation, maintenance, sustainment, hosting, and transition requirements for DCPDS and potential future development of enhancements to DCPDS, which includes worldwide support for DoD civilian employees. All contractor enterprise production data center, development testing and training operations, and the COOP site must take place within the contiguous continental United States. At a minimum, some level of program management and project management staff shall be located in the San Antonio, TX metropolitan area. There will be no government provided office or computer space. The CPMS Contract Administration and Functional Requirements staffs are located in the San Antonio, TX metropolitan area. The Functional Requirements team is the core Government team that interacts with the contractor on a daily basis to provide the system requirements, work with the Contractor staff, and perform daily testing of new development and patches. The contractor shall provide the primary skills, tools and resources to continue these operations, as well as provide support to develop, test, migrate and operate all aspects of the system. Major areas include: help

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desk, database and systems administration, application sustainment and maintenance, configuration management, technology refresh and information assurance. A transitioning out period will be needed should a follow-on requirement be issued. The incumbent contractor shall assist the Government in the orderly transition of the services described in this Performance Work Statement. This work shall include, but not be limited to: supporting the movement of hardware; providing a full account of all GFE and GFI; supporting the transfer of knowledge and information relating to DCPDS including such things as software and code, to the new contractor; and assisting the government in ensuring minimal downtime and continuity of operations during the transition. These areas are delineated in the following sections.

1.2.1 DCPDS Concept of Operations (CONOPS)

The following CONOPS description is provided to assist the Contractor in identifying the scope of its responsibilities as follows:

Data flow describes the flow of information between servers and the various users.

Sustainment of DCPDS describes the basic services and support to be provided by the

Contractor as delineated in section 2.1.

Program and project management describes the roles of the CPMS staff in the overall coordination and management of DCPDS.

1.2.2 Data Flow

DCPDS exists at three discrete levels:

Corporate Management Information System(CMIS), Reduced Sign On (RSO), EXITS External Interface Transfer System (EXITS), testing and training/demonstration database servers residing at the Contractor-provided datasites;

RSC Servers (Attachment 2); and CSU Servers (Attachment 2)

Users access the RSC servers to accomplish all transaction-level processing. Information from RSC servers is downloaded nightly to each CSU within the RSC. Users normally use the CSUs for running queries and reports. RSC and CSU personnel staffs may run queries and reports against the RSC server.

In addition, transactions from the RSC servers flow to the CMIS database on a continuous basis.

The CMIS Extract Translate Load (ETL) process moves data between the CMIS staging area, the data warehouse, and six (6) additional data marts, each of which may be accessed by one or more metadata layers. The Contractor will be responsible for maintaining the code that supports the ETL process.

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Wide Area Network (WAN) connections are provided through the Defense Information Systems Agency (DISA) DISN. Local Area Networks (LAN) are provided for each CSU and RSC and are the responsibility of the Components and other Federal Agencies. Connections from the Contractor’s hubs to the Non-Classified Internet Protocol Router Network (NIPRNET) are jointly arranged between CPMS and DISA, and are at Government expense.

2.1 Operations, Sustainment, and Maintenance of DCPDS

CPMS is responsible for DoD business activities (policy and functional support) and program management for DCPDS. CPMS will provide required coordination with Components and/or other Federal Agencies that use or may use DCPDS. The Government is responsible for GFE hardware, software warranties, software licenses, maintenance costs, and has primary responsibility for the forecasting of life cycle replacements, with the assistance of the Contractor and the DCPDS Asset Management System. Based on changing program requirements, vendor options, and evolving technologies, the DCPDS hardware and software architectures will change over time. The Contractor is responsible for maintaining the Asset Management System and working with the Government team to ensure the accuracy of this system.

The Contractor shall provide all personnel, material, and resources, except as otherwise set forth in this PWS, for the operation, maintenance, and sustainment of DCPDS. In performance of the tasks described below, the Contractor shall adhere to all applicable Federal and DoD IT

CMIS Database Concept

DS 2100

CMIS

DS 2100

REG01

HR Stage

DS 2100

REGxx

HR Stage

EUL Stage

Query

ETL

ETL

ETL Query

Up to 24‐Hr latency Up to 24‐Hr latency

Replication Corp.

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architectures, guidelines, and standards, as referenced in the published DoD instructional guidance as found at HTTP://www.dtic.mil/whs/directives/.

Help Desk Support. The Contractor shall provide 24-hour by 7-day (24 x 7) technical help desk support for DCPDS.

Systems Administration Support. Systems administration consists of daily operations, maintenance, outage and problem response, systems performance, user access building user IDs, user information, and security of DCPDS.

Application Sustainment and Maintenance. This service includes the activities associated with maintaining the functionality and proper configuration of DCPDS.

Database Administration Support. Database administration activities consist of data integrity maintenance, data backup and recovery, configuration management, database performance tuning, physical and logical database support, and support for database changes and upgrades.

System Engineering and Technology Refresh. The Contractor will provide technical guidance and planning support for these activities. The Contractor shall be required to serve as the technical and engineering expert for the total system, including future enhancements and technology refresh. CPMS will look to the Contractor as its technical advisor on the system, to include review of required configuration or equipment changes and to recommend needed technology changes during the life of the contract.

Information Assurance Officer (IAO). The Contractor is required to establish an Information Assurance (IA) unit headed by a certified IAO as described in section 2.1.15.

Configuration Management (CM). A prime area of emphasis across the operations, sustainment and maintenance of DCPDS has been rigorous Configuration Management (CM) processes. DCPDS requires a disciplined CM process because of the dynamic nature and complexity of the software development and patch process, including fielding repairs to problem reports, adding new and routine system changes, and normal software maintenance. The CM support processes used to operate, maintain, and sustain DCPDS focus on process improvement, resulting in actions taken, by both CPMS and the Contractor, to continuously improve the CM process. The CM processes are based on:

Addressing systemic causes, not the symptoms, through root cause analysis;

Minimizing latent defects through developmental peer reviews;

Ensuring correct and timely distribution of patches by isolation of production patch files and automated control of the patch windows;

Continuing improvements of pre-application review checklists and hosting meetings to discuss unique situations or deviations for a particular patch (e.g.

communications outages, power outages);

Initiating process changes in code audits to ensure baseline compliance;

Using Government furnished SerenaTM Version ManagerTM tool header and file naming convention to improve identification; and

Increasing depth of review of Oracle patches, including comparison of the data before and after the application of patches.

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All the points, immediately above, cite the DCPDS process improvements that have been implemented and have resulted in a steady decrease in DCPDS problem reports. The Contractor is required to continue this rigor in CM processes.

There are currently three (3) DoD and one (1) non-DoD Components that are currently located at the DCPDS operations enterprise production data center; The contractor is required to continue to host and support these Components, as follows:

DoD Components

- Defense Finance and Accounting Service (DFAS) – Production systems

- Defense Logistics Agency (DLA) – Production and Training systems

- National Guard (NG) – Production and Business Objects systems

Non-DoD Components

- Broadcasting Board of Governors (BBG) – Production systems

There is a possibility that in the future other DoD and Non‐DoD DCPDS Components may move their DCPDS production environments to the Contractor’s Enterprise Production Data Center, reference section 4.1.2.

2.1.1 Oracle Software

This PWS has been prepared with the most current information available to CPMS. Note that Oracle Corporation maintains a regular patch cycle, which includes security patches, and this process cannot stop while this solicitation is in progress. The DCPDS application software was updated in May 2011 to Oracle Release 12. The DCPDS relational database management system (RDBMS) software was updated to Oracle 11g in September 2011. The Government shall provide clear documentation on the exact status of patching if transition phase-in/phase-out is required. Although not anticipated, critical hardware configuration changes may need to be made in the interest of the continued operation of DCPDS.

2.1.2 Help Desk Support

The Contractor shall provide a report of certification of Help Desk production capability not later than 30 days after contract award or 30 days after completion of transition phase in, as applicable, and annually thereafter. (Reference Attachment 16, report number 16.2). Three levels of help desk support must be maintained for DCPDS users.

Level 1. Component-Level Help Desk.

If a user encounters a problem, there are two tiers of immediate support provided by the Government as follows:

Tier 1A is DoD Component and non-DoD Agency local-level or desk-side support. This service is the first point of contact for users and provides the first opportunity to address a problem, regardless of the technology or nature of the problem. This support is provided at the CSU and/or RSC by Component staff.

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Tier 1B support occurs at the DoD Component and non-DoD Agency level by a Component support desk. Any issues or problems that cannot be solved by Tier 1A staffs are escalated to Component staff for resolution. A trouble ticket is created for tracking purposes. Trouble ticket reporting is done only from this tier level. Reporting is done only after the problem is researched, documented, and confirmed. Due to RSC/CSU size or approach, some Components only provide Tier 1B help desk support. Should a problem or issue be “irresolvable” through the Component/customer Level 1 help desk, the problem will be escalated by the Tier 1B Component support personnel to the Level 2 Contractor help desk.

Level 2. Contractor Help Desk (staffed and equipped by the Contractor at the Contractor location). The Contractor Level 2 help desk will be operational 24 hours per day, 7 days per week, 365 days per year. The Contractor shall track all Level 2 help desk calls until the problems are resolved. The Contractor shall enter all calls, including those resolved by Level 2 help desk personnel into a trouble tracking system maintained by the Contractor. All hardware problems on Component DCPDS GFE and not located at the Contractor’s data center, are dispatched to the Component help desk staff for dispatch and resolution, with notification to CPMS technical staff. All HR policy and procedure questions are escalated to CPMS system development team. All calls and written responses will be in English. The Contractor shall staff the Level 2 help desk with individuals knowledgeable of the HP Itanium and x86 processors and HP-UX and Red Hat Linux operating system environments, Oracle Data Base Management System (DBMS), the currently implemented version of the Oracle HR COTS software, and any other software used in conjunction with DCPDS. Responses will be responsive, timely, and accurate, and will be provided in clear and effective English.

Level 3. Dispatch and Tracking of Third Party Support or Contractor Experts (staffed and equipped by the Contractor at the Contractor location). The Contractor shall enter all calls, including those resolved by Level 2 help desk personnel, into a tracking system, maintained by the Contractor. All calls and written responses will be in the English language. Should a problem arise that cannot be resolved by the Level 2 help desk, the Contractor remains ultimately responsible for the resolution of that problem. The Contractor is responsible for escalating problems to other third parties, such as Oracle, or HP, as required. If necessary, the Contractor is responsible for providing the expertise internally. When the problem is based on Component GFE, the Contractor must refer the problem back to the owning Component through CPMS technical staff, or notify CPMS directly, as appropriate. Service level expectations are suspended on that RSC server until the Component resolves the problem. If the problem is with DCPDS GFE, the Contractor shall track the problem and report its status and resolution to CPMS.

The Contractor shall provide several help desk reports on a weekly, bi-weekly, and quarterly basis. These reports shall consist of calls received and tracked at the help desk, analysis of common causes and problems, capacity constraints, requirements for preventive maintenance and upgrades, trend analysis, user training deficiencies, and other common issues. These reports shall be provided to the COTR. Reports may be in electronic format. Should any unique software be necessary to read or evaluate the report, the Contractor shall provide the software to

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the COTR at no additional cost to the Government. Below is a list of reports that the Contractor shall provide to COTR:

Quarterly Reports

Help Desk Statistics by Monthly Activity (Reference Attachment 16, report number 16.15)

Help Desk Call Tree Reports by Monthly Activity (Reference Attachment 16, report number 16.16)

Bi-Weekly Reports

Help Desk Ownership Reports (Reference Attachment 16, report number 16.27)

Weekly Reports

Help Desk Oracle Service Request Status Reports (Reference Attachment 16, report number 16.29)

Help Desk Reports of 14-Day Production Defect Tickets (Reference Attachment 16, report number 16.30)

Help Desk Reports of 14-Day Test Director Tickets (Reference Attachment 16, report number 16.31)

The Contractor shall provide and maintain a single, toll free worldwide phone number for all incoming help desk calls. The Contractor shall provide this toll free number at no additional cost to the Government. The Contractor help desk tracking system shall be able to report such calls with differentiation of the purpose of the call. Normally, this will allow the report to indicate the number of calls received, excluding callbacks or Contractor staff use of the system.

The Contractor help desk is not normally expected to speak with an end-user, unless a specific problem requires user input. All incoming help desk calls normally come from CPMS, or the Component help desk. CPMS will provide a list of authorized personnel who may contact the Contractor help desk; only calls from authorized individuals will be accepted. Other calls are to be referred to the Component’s Tier 1B help desk. When the Contractor help desk needs additional information, it contacts the Component Tier 1B help desk.

2.1.3 Database Administration

The Contractor shall provide database administration for all production, development, testing, and training databases including but not limited to Component RSC and CSU databases, as well as the CMIS, Reduced Sign-On (RSO), and EXITS databases located in the Contractor’s enterprise production data center. The Contractor shall also provide database administration support during COOP exercises and during an actual Disaster Recovery event. Database administrators are provided by the Contractor. A list of all DCPDS databases to be administered by the Contractor is at Attachment 18.

Database administration includes all physical and logical data management (such as daily monitoring and correction of errors that fall out at the CMIS level). Database administration

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activities include, at a minimum, data integrity maintenance, data backup and recovery, configuration management, database performance tuning, physical and logical database support, and support for database changes and upgrades. Database administration also includes proactive identification of potential issues as well as reacting to and correcting DBMS-related outages or other reductions in service.

Personal Computer (PC) and LAN databases supporting DCPDS users will be maintained by the Government and are outside the scope of the contract.

2.1.4 Systems Administration Duties

Systems administration consists of daily (24 hours/day x 7 days/week/ x 365 days/year to include federal holidays) operations, maintenance, systems performance, user access, building user IDs, user information, application administration, Business Objects, Reduced Sign-On (RSO), system printer administration, and security of DCPDS (Attachment 3). This includes loading backup and other tapes, assisting in system audits, tuning of the system, managing the operating system for optimum computing performance, and performing other daily operational tasks. Systems administration also includes reacting to and correcting system outages or service degradations.

Problems with any service degradation issues related to hardware, operating system, networks, and any other system software tools remain a system administration oversight responsibility until the problem is corrected.

The majority of the Systems Administrator (SA) functions can be performed centrally.

However, at least one DCPDS SA shall be co-located with each of the following: the Army RSC, currently at Rock Island, IL, Air Force RSC at Randolph AFB, TX, and Navy’s consolidated operations center at the Washington Navy Yard in Washington, DC.

Systems administration includes the following functions:

Data backup and offsite storage must include nightly incremental backup of each CMIS, RSC, CSU, EXITS, and RSO server, with full volume backups performed each week.

Data is then sent offsite to be used in the event of a disaster or data recovery.

Continuity of Operations Plan (COOP) and disaster recovery planning and exercises must include support for the Component’s restoration activities for RSC and CSU servers at the time of disaster. COOP support for RSC and CSU servers may require the Contractor to provide support at an alternate location or immediate coverage for a systems administrator who is incapacitated. The Contractor may be required to provide a current ignite tape for some COOP efforts. For the CMIS, EXITS, and RSO databases, it includes all strategy development, hot-site fees, planning, and execution support for recovery. Recovery shall begin within 24 hours and be completed within five calendar days. COOP planning and exercises must include those Component DCPDS instances that are being hosted at the Contractor’s production data center.

The CMIS, EXITS, RSO, Components servers and all supporting equipment that are co-located with CMIS, EXITS and RSO shall be COOP tested at least annually with CPMS involvement. The COOP site must be capable of supporting Reduced Sign-On (RSO), Regional Service Center (RSC), Customer Support Unit (CSU), External Interface Transfer System (EXITS), and Corporate Management Information System (CMIS) operations for at least 6 weeks with equipment and network equivalent to DCPDS

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production.

Tape library management must include the storage and management of tapes, disks, and other magnetic media. Media storage will occur at the RSCs, Contractor location(s), and third-party offsite storage locations no closer than 5 miles from the enterprise production data center, development, testing and training site, or the COOP site. Media storage will be maintained in accordance with DIACAP requirements. The Contractor shall be responsible for administering the locations of such storage.

Electronic data interchange within DoD or with external Government agencies must include receiving data and loading it into the system and exporting data and sending it out to other Government agencies. Currently this involves flat files, but could include relational database transfers in the future. The existing flat files have set layouts that may be modified as necessary. These files are both outgoing and incoming.

Production control must include scheduling, monitoring and ensuring successful completion of all batch and online transactions.

Change control includes documenting, scheduling, testing and implementing all changes to the production environments, including hardware, software and network modifications.

The Contractor will plan for roll back procedures for major modifications. This also includes the development, testing, and training environment.

Capacity planning is an effort performed on a continuous basis. A systems review is conducted -by the Contractor on a monthly basis. (Reference Attachment 16, report number 16.24). This review highlights the CPU utilization, memory utilization, and DASD utilization for each CPMS and Component servers. The monthly review to CPMS will document situations where industry standards computer usage thresholds are exceeded for CPU, RAM, DASD, and/or communications utilizations. When thresholds are exceeded, the Contractor will provide recommended actions to correct the situation for the continued optimum operation of the system. The Contractor shall be involved in all capacity planning exercises that the Government sponsors related to DCPDS. Also, for future planning purposes the Contractor will provide a Life Cycle Replacement Plan (LCRP) for each Component environment, the enterprise production systems, the development, testing, and training systems, and the DR/COOP environment. The LCRP is provided on an annual basis, at a minimum, and on an as-needed basis for specific planned hardware upgrades (reference Attachment 16, report 16.9). The plan describes the current environments and all future enhancements required based on high utilization rates of the servers, servers reaching end of life, and/or servers reaching end of service.

Automated and manual performance monitoring must occur, as well as the collection and reporting of required systems performance metrics. The Contractor shall provide an automated tool to perform system monitoring. In addition, the Contractor shall provide proof of performance monitoring capability thirty (30) days after contract award or completion of transition phase in, as applicable, and annually thereafter. (Reference Attachment 16, report number 16.6). The Government will work with the Contractor to resolve remote connectivity (firewall) problems; however, such problems will not excuse the Contractor from providing automated monitoring. Additional equipment for remote monitoring will not be provided. The Contractor will be required to track performance metrics on a monthly basis and provide a report to the Government on a quarterly basis.

All reports will be validated by the Government. The initial report shall be delivered the 1st quarterly reporting period after contract award or completion of transition phase in, as

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applicable and quarterly thereafter. (Reference, report number 16.14).

Systems management includes all activities required to keep the systems operating at peak performance with minimal downtime. It includes focused identification of potential issues as well as reacting to and correcting system degradation and/or system outages.

Dispatch and tracking of remote support personnel (e.g. warranty/maintenance provider, on-site systems administrator) are required.

Technical evaluation of systems hardware/software and proposed changes must be provided to the government for approval prior to implementation.

The Contractor shall develop an operations manual for system administrators within 30 days after contract award or completion of transition phase in, as applicable, and annually thereafter (Reference Attachment 16, report number 16.3). The manual will include standard operating procedures and emergency procedures that are specific to this environment as well as the actual detailed steps and procedures to be used by the system administrators.

The Contractor shall provide evidence of its System Administration production capabilities in a report delivered to the Government 30 days after contract award or completion of transition phase in as applicable, and annually thereafter. (Reference Attachment 16, report number 16.5).

The Contractor may need to provide multiple administrators at some sites in order to provide systems administration support to ensure optimum operation of the system. The Contractor is also responsible for providing sufficient SA support at the CPMS Government offices in San Antonio, TX. While there is no server located at this location, the SA support will be required to provide services, such as loading patches and trouble-shooting software (e.g. DCPDS, Business Objects, Test Director, Quality Center, Ghostview, CSU database). The Contractor is responsible for all of the systems administration duties shown at Attachment 3. On-site Contractor personnel will comply with all Component safety and security requirements. Any centralized systems administration operations in the Contractor’s proposal shall be performed in a Contractor provided data center located at the discretion of the Contractor. The Contractor is responsible for the cost of connecting the remote data center to the administered system, and for the cost of maintaining that connection.

Contractor personnel co-located with RSC regional server operations will provide hands-on support of the servers, as well as diagnostic support as needed. Supervision and management control of SA personnel remain with the Contractor. CPMS is responsible for DCPDS program management. The contracting officer is responsible for contract administration and conflict resolution. At times, the RSC local Government IT manager will provide guidance on systems administration activities. Two examples of appropriate Component guidance are scheduling system downtime for maintenance and prioritization of data loads for user requests. Where system configuration and operations are concerned, the SAs will ensure that CPMS policy is followed, reporting any alternate requests or operations to the Contractor operations officer and

DCPDS COTR.

The on-site SA support is required on all federal work days from 8am to 5pm. In addition, On-call support shall include 24/7, 365 days including federal holidays. The SA must be on call for emergency notifications.

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Local and remote system administration tools may be recommended by the Contractor and are provided as GFE. As previously stated the current locations requiring onsite Systems Administration support are: Rock Island Arsenal, Rock Island, IL; Randolph AFB, San Antonio, TX; Washington Navy Yard, Washington DC; co-located in the CPMS-Arlington, VA DCPDS PM office. See 11.1.1 for support services supplied by government.

Any local PC/LAN systems in the RSC will be maintained by Component personnel and are outside the scope of responsibility of the Contractor. Any client loads will be the responsibility of Component personnel.

2.1.5 Application Sustainment and Maintenance

A list of the GFE software supporting DCPDS can be found in Attachment 4. Application sustainment and maintenance consists of:

Research and correction of functional application problems.

Analysis and correction of application performance degradation.

Correction of incorrect data Maintenance of seeded tables, lists of values, pay tables

Implementation of DoD or legislatively mandated system changes

Design and implementation of enhanced, altered, or additional functionality either through new code or modifications to the underlying Oracle Human Resources COTS

Maintenance and sustainment for performance appraisal applications, and other alternative personnel systems software.

Integration of COTS updates Alterations to login screens or notification pages to accommodate news announcements and notices

The Contractor is responsible for the Application Sustainment and Maintenance for the subsections below:

Table updates – system table changes that require minimal coordination with the Components. These changes are of a known/predictable quantity and schedule. Pay table changes are required for most pay tables in DCPDS (approximately 2,000). This normally requires the addition of a new table with a start date and the end date of the previous version of that pay table. In some cases the pay table must be edited when incorrect values have been entered, but this occurrence is rare. Projected number of table updates per month is estimated at 40.

Data correction – modifications to application data to correct data conditions that are not addressable from within the application itself. Projected number of data corrections per month is estimated at 75.

Defect resolution – code changes where the application behaves incorrectly and data changes where the application has created erroneous data. Problem reports (PRs) are currently rated from level one (most serious) to level four (least serious). Immediate notification to CPMS is required for all Level one PRs, and they are expected to be resolved within two days. Level two PRs require immediate notification if they occur during the workday. Level two PRs that are reported outside duty hours require

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notification to CPMS by 8:00 a.m. central time the next duty day. Level two PRs are to be resolved in a patch by the following week. Level three PRs require no special notification, must include a workaround, and be repaired by the next regularly scheduled patch. Level four PRs require no special notification and must be resolved within 90 days. The Contractor shall maintain the PR level so that there are no more than 50 open PRs at the end of each quarter.

508 Compliance - The Contractor shall ensure that DCPDS users with disabilities have access to, and use of, all information and data contained in the system. All work performed under this contract must be in compliance with Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

System Performance – changes affecting system performance, either for improvement or correction of degradation. The Contractor shall ensure smooth and error-free DCPDS operations by responding to system outages or degradations in service caused by the application software or hardware. Projected number of performance changes per month is estimated at two (2).

Usability – The Contractor shall employ usability as a design requirement in all work performed under this contract. In this contract, usability denotes the ease with which people can employ a particular tool or other human-made object in order to achieve a particular goal. In human-computer interaction, usability refers to the elegance and clarity with which the interaction with a computer program is designed.

COTS and custom code integration – integration of upgrades and patches. Projected number of upgrades/patches per quarter is estimated at 9.

System changes – implementation of additions, enhancements, or removal of functional capabilities. This addresses both Change Request Transmittals (CRTs) and System Change Requests (SCRs) required by CPMS or a DoD Component resulting from modified business practices or DoD Component regulatory changes. CRTs are regulatory changes required by Public Law, OPM, DoD policy or other directed authority. CRTs include data corrections, table updates, and code changes. CRTs have required delivery dates, and must be tracked through a Contractor furnished automated tracking system. CRTs currently average 150 per month. SCRs are additions, enhancements, and/or removal of functional capabilities identified by CPMS or DCPDS Components. SCRs require DCPDS Change Control Board (CCB) recommendations, subsequently approved by CPMS (See Attachment 5, CCB charter). The Contractor’s quarterly SCR workload will be approximately 1200 labor-hours. The Contractor shall provide the following for system changes:

Document all code, configuration, and version changes in the production environment.

Keep all server application environments consistent with the same software versions and releases.

Modify Oracle HR Federal functionality, including DoD unique and Federal requirements that are not met by the Oracle HR Federal product. The Contractor shall work closely with Oracle Federal to ensure that all required changes are made in a timely manner and do not conflict with other customizations.

Distribute, install, and test software upgrades and changes to each RSC server.

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Integrate all system changes into the production baseline.

Provide multiple environments to support testing, training, and demonstration of

DCPDS.

Load software, as required, for all GFE.

In addition, the Contractor shall provide the following to support application sustainment and maintenance:

Periodic major upgrades/releases to application software, operating systems and firmware.

Software patches/repairs as appropriate Releases of customized Oracle code (the Contractor will test and install patched changes);

Release of time-sensitive system changes within 15 days (for planning purposes, there is an average of only one time-sensitive change per month); and List of Values (LOV) updates and pay table updates. These are normally released weekly, but the Contractor may be required to update within 48 hours of receipt from CPMS. The Contractor shall support the rollout of these upgrades to each RSC server. Formalized software upgrade planning shall occur monthly with a Contractor status report delivered to CPMS.

Normally, Component operations require at least 120 days advance notice for any significant software upgrade. The Government provides software upgrades as GFE for those packages listed in section 11.1.1, and the Contractor is responsible for installing the upgrades as part of the contract.

The Contractor shall provide a certification report of Application Sustainment and Maintenance production capability. This report shall be delivered to CPMS thirty (30) days after contract award or completion of transition phase in, as applicable and semi-annually thereafter. (Reference Attachment 16, report number 16.11).

The Contractor shall provide a software and application status report. This report shall be delivered to CPMS thirty (30) days after contract award or completion of transition phase in, as applicable and monthly thereafter. (Reference Attachment 16, report number 16.25).

The Contractor shall perform software upgrades and major software enhancements such as the following:

Upgrade to new Oracle application version;

Installation of complementary software products (all applications associated with

DCPDS unless precluded by contract);

Upgrade to new Oracle DBMS version;

Security patches;

Upgrades to the platform operating systems;

Firmware upgrades to electronic components; and Changes to the functionality of the HR applications.

The Contractor shall maintain a DCPDS website that provides authorized DCPDS Component users with a complete and current set of DCPDS-related files. The site will include, at a

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minimum, files that relate to DCPDS patches and upgrades. Changes to this website will be coordinated with the CPMS COR/COTR prior to release.

The Government has developed the DCPDS Patch Release Procedures and Approval Process (Attachment 6) to assist the Contractor in understanding the workload associated with patch release.