Enterprise Platform BPA Draft PWS .pdf

Defense Logistics Agency J6 Enterprise Platform Support Services BPA

Performance Work Statement (PWS)

BACKGROUND

The Defense Logistics Agency (DLA) is a United States (U.S.) Department of Defense (DoD) agency that provides worldwide logistics support for the missions of the Military Departments and the Unified Combatant Commands under conditions of peace and war.

The Defense Logistics Agency (DLA) is continuing the implementation, maintenance and sustainment of the DLA Business and Analytics Platform, which includes Enterprise Platform

(ServiceNow). The Enterprise Platform modernization efforts are strongly aligned with the

DLA’s Digital Business Transformation initiatives.

DLA’s Enterprise Platform Program Management Office (PMO) utilizes the ServiceNow platform which offers the agency the ability to support and achieve Information Technology (IT)

Modernization efforts by embracing automation and improvements across business operations, enterprise IT operations and application engineering. Low Code/No Code capabilities offered by the ServiceNow platform and leveraged by DLA allow the agency to implement modern App

Engine, IT Service Management (ITSM), Configuration Management Database (CMDB), Human Resources Service Delivery (HRSD), Strategic Portfolio Management (SPM), IT

Operations Management (ITOM)/Software Asset Management (SAM), Workplace Service

Delivery, (WSD), Customer Service Management (CSM), Employee Center (EC Pro), Integrated

Risk Management (IRM), internal and external portal, and other capabilities as they become available, or are rebranded, or when procured for new demands.

Technical contractor support, as part of the Enterprise Platform strategy is required to support the development and sustainment of emerging ServiceNow business capabilities for the DLA enterprise. The program components itemized below require expertise to design, develop and then monitor the value of capabilities per agency demands, while supporting the subsequent growth of the global platform environments to ensure quality, operational capability development, delivery and sustained health and availability of the overall platform.

Additionally, technical contractor support is required to ensure development, deployment, process optimization and operations of applications align with best practice development methodologies, technical governance and cybersecurity best practices. The Contractor shall work closely with the assigned government organizational leads/Subject Matter Experts (SMEs).

DLA Information Operations (J6) has a requirement to support the sustainment of the global

Enterprise Platform instance and the application lifecycle development on behalf of DLA’s approved demands for Enterprise Platform (ServiceNow) use-cases. This requirement will facilitate the development of the technical designs for the existing production capabilities along with newly added features offered through ServiceNow product lines.

OBJECTIVE

It is DLA’s intent to award a Blanket Purchase Agreement (BPA) encompassing all of the tasks contained herein. This BPA will be utilized by government stakeholders to support approved use-case development projects for DLA Enterprise Platform (ServiceNow) along with resulting global platform sustainment activities, as required to maintain platform health and sustainment.

Individual Task Orders will be issued utilizing selected BPA tasks relative to the configuration of an immediate defined capability need(s). DLA is currently modernizing legacy systems across several capabilities while introducing new capabilities by automating manual workflows. This

BPA will support DLA in configuring the ServiceNow Capability Product Lines and promoting through all software development lifecycle (SDLC) phases and program support for systems as they are migrated off legacy systems and/or newly introduced to the enterprise. Any tailoring or customizing of the ServiceNow system must be approved by DLA prior to beginning work on the requested change. Additionally, this BPA will support the Enterprise Platform (ServiceNow) global instance health and sustainment activities.

1. SCOPE

The Contractor shall provide support services as set forth in this PWS. The Contractor shall provide the full range of IT services for each approved project (as identified in Tasks 1-5) to include the entire SDLC (Plan, Analyze, Design, Build, Test, Deploy and Maintain) as well as the project management over the SDLC. The primary objective of this PWS is for Application

Deployment and Maintenance Support for the DLA Enterprise Platform and all Use Cases deployed currently or requested in task orders issued on this BPA.

Following the award of the BPA, the specific scope and required deliverables of each effort will be based on the tasks and travel will be defined in individual task orders. All deliverables will be defined at the task order level.

2. TASKS

Task 1 – Project Management Support Services

The Contractor shall provide a single point-of-contact to ensure effective project management, direction, administration, quality assurance, and control of the task order. The Contractor shall ensure that the project activities and deliverables are completed on time, within budget and that work completed meets contractual requirements; and managing schedule and deliverables.

The Contractor’s single point of contact or Project/Program Manager shall:

● Make sure that all performance goals are met.

● Ensure appropriate skill sets are onboard.

● Submit deliverables to the COR and ensure all documentation is uploaded into approved government repository.

● Ensure issues and action items are addressed.

● Maintain 8570/8140 requirements for personnel.

● Deliver a comprehensive roadmap status of all task orders projects supported by this BPA to include most current activities and milestones.

Contract Kick-Off

The Contractor shall prepare and present an executive overview within 14 calendar days of task order start date. The Contractor shall introduce to government stakeholders, who the key personnel are and plans for sustaining and if required replacing the key personnel. The

Contractor shall also meet with stakeholders during this time to discuss expectations and details of task order execution. Non-Disclosure Agreements shall be submitted for all contractor personnel within 5 business days of starting on the Task Order.

Status Reporting Meetings

The Contractor shall meet with applicable use-case leads and scrum teams as requested by the government project manager to discuss the following:

● Facilitate meetings, provide program status updates (ongoing efforts, issues, concerns and action items sessions)

● Provide status and health of project in writing or presentation as required for each task order; the information shall include an overview of the completed work, the plan to complete the future work, any risks to the successful completion of the work, and any other information agreed upon by the Contractor and the Government.

● Support Audit requirements as required for individual task orders.

● The Contractor is responsible for team participation in all required meetings and appropriate team members are on troubleshooting calls.

● Identify risks for any customization activities through performance of gap analyses, provide recommendations for minimizing customizations across all products as required for each task order. All proposed customizations must be approved by DLA’s Enterprise

Platform PMO prior to initiating work on these changes.

Project Plans and Schedule (Roadmaps)

The Contractor shall develop and sustain the applicable use-case plans of actions and milestones

(POAMs), integrated master schedule (IMS) or roadmap(s), through J6 BCM, or other designated tool, to track platform process automations and other capability development intended to support applicable use-case development.

Monthly 8570 / 8140 Report

The Contractor shall provide a monthly 8570 / 8140 deliverable report to the COR that includes a list of applicable 8570 / 8140 personnel. The following information shall be provided in the report, due by the 5th business day of each month:

• Contractor Name

• DoD Baseline Certification:

o IA Category/Level.

o Primary Baseline IA Certification Held.

o Date of Primary Baseline Certification.

o Date Primary Baseline Certification Expires.

• Computing Environment Certification:

o Primary CE Certification Held.

o Date Primary CE Certification received.

o Primary IA Certification Status.

o Primary CE Certification Status.

• Contract Information:

o Company.

o Contractor’s Title/ Labor Category name.

o Contracting Officer Representative (COR).

o Contract #/ Task Order #.

o Assigned DLA Location.

o Onsite/Offsite.

Monthly Status Report (MSR)

Provide a Monthly Status Report that includes:

a) Task Name.

b) Contract/BPA Number / Team Member.

c) Reporting Period.

d) Review of project plans including detailed work accomplished during the reporting period and/or significant events per task area.

e) Deliverable progress.

f) Document problem areas.

g) Anticipated activity for the next reporting period.

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

i) Funds/labor expended and remaining to include travel funds.

j) Hours utilized per labor category.

In Process Reviews (IPRs)

The vendor shall provide IPRs at the frequency requested in a Task Order. The IPR shall include all information providing updates on current work, status, and future work. Details as it relates to an IPR will be provided in the Task Order.

Task Order Period of Performance (PoP) Reports

At the end of each PoP of a task order that has been issued on this contract the vendor shall submit an annual report summarizing all support provided for the PoP, to include details listed below. In addition to the report, the vendor may be required, based on task order requirements, to provide a presentation or in person meeting to go over the highlights of the report and answer questions to an audience that may include several stakeholders across the Government.

At the end of the final Task Order PoP the vendor shall provide a TO report summarizing all support activities provided for the entire task order. In addition to the report, the vendor may be required, based on task order requirements, to provide a presentation or in person meeting to go over the highlights of the report and answer questions to an audience that may include several stakeholders across the Government. This task order report can be submitted in lieu of the last task order PoP annual report.

The Task Order PoP Report shall include the following:

1. Deployments/Sprints completed.

2. Benefits provided to the government mission.

3. Customers supported.

Task 2 – Enterprise Platform Technical and Governance Global Support (Platform

Troubleshooting, Governance, Infrastructure, Architectural Support)

The Contractor shall provide ServiceNow technical expertise to support platform health and sustainment, upgrades, governance, Implementation Strategy Recommendations for approved use-cases, (ServiceNow capability best-fit assessment), customization threshold recommendations and testing. The contractor shall provide operational support for the

Enterprise Platform Citizen Development framework.

The Contractor shall perform the following for Enterprise Platform

• Monitors application health and provides both pre- and post- upgrade support toward testing and remediation activities as applicable.

• Diagnoses and troubleshoots post-upgrade technical issues with platform capability performance.

• Identify and communicate maintenance schedules to use-case teams as applicable.

• Identify, diagnose, troubleshoot, and resolve architecture issues with the Enterprise

Platform Team, DLA, and Cloud-Service Provider as related to applicable use-cases.

• Provide remediation recommendations and support to use-cases with platform health related findings.

• Provide development and coordination support for Enterprise Platform tasks for Single

Sign On (SSO).

• Provide development, business process and coordination support to use-case teams related to document signing workflows and data strategies.

• Provide Docusign integration, workflow, data strategy and architectural support to the

Enterprise Platform.

• Provides input for the completion of the Solution Architectures and Technical

Specifications for the Enterprise Platform.

• Provide technical input and expertise as required to support Alternative of Analysis

(AoA) market research efforts for use-case(s) as required.

• Provide code package issue resolution support to use-case teams as need during code migration activities.

• Provide after business hours support to Enterprise Platform outages.

• Provide coordination and technical support during Enterprise Platform software installations and upgrades to include post-upgrade regression testing and troubleshooting, as required.

• Provide technical and administrative support toward Enterprise Platform onboarding process; set-up, access requests, and application access requirements.

• Validate use-case code packages were correctly installed after Enterprise Platform releases.

• Perform break-fix activities and root-cause analysis of ITSM ticket, or other equivalent tracking system as required.

• Perform post-maintenance window operations checkpoints in the production environment to verify continued use-case operations.

• Provide application use-case specific input to government for updates to the Enterprise

Platform architecture blueprints and documents.

• Analyze/triage customer problem tickets in ITSM or other equivalent tracking system;

classify appropriately as service restoration (break/fix) or service request as related to the

Enterprise Platform.

• Analyze use-case operational problems, develop solutions, and take corrective action as appropriate to ensure continued operation. Provide troubleshooting assistance for problem identification and resolution with Enterprise Platform applications.

• Provide requirement definition and configuration coaching to Citizen Developer candidates.

Configuration Management (Global Platform)

The Contractor shall maintain overall configuration control of the applicable use-case(s) and its deliverables, work products, and configuration items.

The Contractor shall perform the following:

• Change management functions for Change Advisory Board (CAB) Workbench processes.

• Coordination of all related changes with appropriate Enterprise Platform technical staff.

• Prepare and process various change management documents, such as change requests.

• Software changes, related to global platform to include documenting them per existing

Enterprise Platform change-management procedures.

Enterprise Platform Administration and Support (Global Platform)

The Contractor shall work with the government Platform Architect, as required, on all tasks and templates for deliverables identified below to support health monitoring of ServiceNow instance.

The Contractor shall:

• Perform deployment and adherence to DLA lifecycle management policies and procedures.

• Apply patches, monitor performance, and troubleshoot alerts from monitoring tools.

• Perform system failure analysis and recovery.

• Administer accounts user access control, as required.

• Provide test support to include supporting integration testing, analyzing test results and provide test administration toward acceptance testing of software components for new releases, post-upgrades.

• Conduct research and investigation into technological developments available platform capabilities in alignment with approved requirements.

• Provide integration support of the global Enterprise Platform (ServiceNow) onboarding with DLA’s approved Single Sign On (SSO) solution.

• Coordinate and participate in activities with J6 project managers, Business/Customers/Stakeholders both internal and external to DLA to support Value

Management Framework for global platform value assessments.

• Consult, recommend and develop measurement techniques to monitor actual performance against projected value as related to Value Management Framework support, for each task order as required.

• Identify risks for any customization activities through performance of gap analyses, provide recommendations for minimizing customizations across all products as required for each task order.

Governance (Global Platform)

The Contractor shall adhere to the established Enterprise Platform governance model and processes as related to applicable use-case intake, assessment, and routing of new projects. The model is intended to facilitate the rapid use of low code technology platforms and to support successful use-case implementation across the enterprise. The key responsibilities related to governance are:

• Collaborate with enterprise architecture, cybersecurity, and other enterprise IT planning as required to address remediations or concerns.

• In coordination with the government Governance Lead, supports development of thresholds for customization and technical debt.

• Collaboration with applicable PMO and product owners to continuously manage and prioritize requirements within DLA’s development methodology framework as related to the global platform.

• Adherence to 508 standards and rules for all application capabilities developed.

• Development and Unit Testing of platform enhancements and new features.

• Development and execution of functional and integration test scripts.

• Facilitation of User Acceptance Testing (UAT), including development of Automated

Testing Framework (ATF) as applicable.

• Preparation of training materials, including User Guides and Quick Reference Guides and new-user training scenarios.

Technical or Application Support (Global Platform)

The contractor shall:

• Resolve technical/application related issues for global platform capabilities.

• Coordinate with platform/system/database administrators to resolve Production &

Sustainment operational issues.

• Respond to production issues and coordinate with Enterprise Platform team to solve infrastructure related issues.

• Coordinate with Enterprise Platform technical SMEs to implement platform performance improvements as applicable.

• Respond to Platform Health Report scores related to global platform, as required by developing get-well actions, for coordination with Platform Lead, Architect as applicable.

Enterprise Platform Interfaces (Global Platform)

In support of this effort, the contractor shall provide the ongoing support to the implementation and sustainment of internal and external interfaces to applicable use-case(s).

In addition, the contractor shall:

• Provide development and ongoing sustainment for applicable Enterprise Platform use-case(s) interfaces in support of business processes per applicable DLA policies and

Enterprise Platform best practices and processes for API development, integration and sustainment.

Software Development Methodology Support (Global Platform)

DLA is currently utilizing subject matter expertise to provide support toward DLA’s development methodology for enabling rapid applications development (RAD) to keep up with applicable demands for Enterprise Platform capabilities, new use-case(s) and continued sustainment of existing use-case(s) supporting a customer engagement centered, low code development methodology and to provide dedicated development team support to plan, develop, deliver, mature and sustain specific capabilities.

The government envisions Development Teams with a dedicated development lead (contractor), to include participation from government product owners, executing numerous concurrent development activities. The contractor shall advise, guide and document assigned understand assigned projects.

The Contractor shall assess documented requirements to develop Implementation Strategy recommendations for approved ServiceNow use-cases. The contractor shall work with development teams and product owners (government and contractor) as requested to coach and assist through user-story prioritizations with Product Owners. Contractor shall have expertise to leverage existing ServiceNow and existing DLA capabilities, along with coordination with other

DLA platform architects, for best fit and integration opportunities for applicable use-case(s).

Capability Development Support (Global Platform)

The contractor shall provide input toward a best-practice development methodology recommendation based on best practices and unique requirements for each task order awarded on this BPA. Support shall be provided to specific use case product owners and development teams with focus on their workflows and opportunities to gain efficiency and business value for applicable use-case(s). Coordinate with stakeholders for review of the requirements documentation to confirm that both business and technical requirements are complete and accurately represent the needs and prioritization of the business and technical stakeholders.

The Contractor shall provide development support to the government task order project manager and/or development team lead by establishing and implementing schedules/roadmaps, enhancements, sprint planning, milestones and engineering requests for applicable requirements.

The contractor shall provide design and development of use-case specific content for the unified employee portal. Additionally, the contractor shall support design and development of applicable use-case related content for DLA’s External customer/vendor portal to support customers, vendors and other external entities, as applicable. The Contractor shall be Global Elite certified and have expertise and appropriate certifications for App Engine, Employee Center (EC) Pro, CSM, ITSM, HRSD WSD and DocuSign. In addition, the contractor shall have experience with

ServiceNow UI, UX, CPI, SPM, CMDB, SAM, Hardware Asset Management (HAM), ITOM tools. The Contractor shall drive development activities, troubleshooting and capability improvements throughout the lifecycle in coordination with Product Owners, for applicable use-case(s).

The contractor shall develop user-experience centered designs that adhere to DLA Enterprise

Segregation of Duties (SoD) and Enterprise Platform governance to include the following:

• Validate feature and design direction through participatory design, concept testing, and user testing.

• Design qualitative and quantitative strategies to acquire customer insight and adoption related to portal design and user experience.

• Analyze qualitative data and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations.

• Design user experience focused prototypes based on customer focused participatory data gathering and design activities.

• Support role redesign efforts from the DLA Distribution business end users.

• Create and maintain role design documentation and reference material that clearly specifies hierarchy of composite roles to single roles to transactions and authorizations.

Hypercare (Global Platform)

The contractor shall provide subject matter expertise to work alongside the Government-led team to perform the following activities:

• The contractor shall provide Subject Matter Experts (SME) to be available for a designated period after “Go Live” as defined in the task order.

• During the designated period, the contractor shall review and provide recommendations to the Government for full resolution of known issues identified in production.

(OCM) Organizational Change Management (Global Platform)

The Contractor shall support OCM by documenting organizational change strategies and development plans and communications that will help DLA teams adapt to new ways of working with new Enterprise Platform ServiceNow applications and improved business processes, for applicable capability changes or additions. The Contractor shall facilitate the government

Platform Owner’s approach to new ideas, processes and solutions that includes collaborating with other DLA change managers to socialize value management, success outcome identification and Key Performance Indicators (KPI’s) and measurement metrics for applicable use-case(s).

The contractor shall provide best practice information to use-case scrum teams, both government and contractor, related to configuration of new ServiceNow plug-ins and features.

Task 3 – Enterprise Platform Technical and Governance Use-Case Support (Application

Troubleshooting, Governance, Infrastructure, Architecture Support)

The Contractor shall provide ServiceNow technical expertise to support platform health and sustainment, upgrades, governance and testing as related to applicable Enterprise Platform use-case projects.

The Contractor shall perform the following for applicable projects:

• Monitors application health and provides both pre- and post- upgrade support to the

Enterprise Platform team for applicable use-case(s).

• Diagnoses and troubleshoots post-upgrade technical issues with platform capability performance as required for applicable use-cases.

• Identify and communicate maintenance schedules for applicable use-case(s) to the

Enterprise Platform Team for coordination as required.

• Identify, diagnose, troubleshoot, and resolve architecture issues with the Enterprise

Platform Team, DLA, and Cloud-Service Provider as related to applicable use-cases.

The contractor shall provide the following support in the role of application developer/integrator:

• Provide development and coordination support for tasks for Single Sign On (SSO), for applicable use-case(s).

• Provide development business process and coordination support for tasks related to document signing workflows and data strategies for applicable use-cases.

• Provides input for the completion of the Solution Architectures and Technical

Specifications for applicable Enterprise Platform use-case(s).

• Per Enterprise Platform governance, prepare migration documents, and installation instructions for migrating new code packages for applicable use-case(s) to the production environment following standards approved Business Capability Model (BCM).

• Assist Enterprise Platform team in resolving code packages to support migrations of applicable use-case(s).

• Provide after business hours support to address use-case specific outages for applicable use-case(s)

• Provide use-case specific coordination and technical support during Enterprise Platform software installations and upgrades to include post-upgrade regression testing and troubleshooting, as required.

• Provide use-case support toward Enterprise Platform onboarding process; set-up, access requests, and application access requirements.:

• Validate use-case code packages were correctly installed after Enterprise Platform releases.

• Perform break-fix activities and root-cause analysis of ITSM ticket, or other equivalent tracking system, in support of specific application or use-case.

• Perform post-maintenance window operations checkpoints in the production environment to verify continued use-case operations.

• Provide application use-case specific input to government for updates to the Enterprise

Platform architecture blueprints and documents.

• Analyze/triage customer problem tickets in ITSM as applicable to use-case, or other equivalent tracking system; classify appropriately as service restoration (break/fix) or service request.

o Analyze use-case operational problems, develop solutions, and take corrective action as appropriate to ensure continued operation. Provide troubleshooting assistance for problem identification and resolution with Enterprise Platform.

Configuration Management

The Contractor shall maintain overall configuration control of the applicable use-case(s) and its deliverables, work products, and configuration items.

The Contractor shall perform the following:

• Change management functions for applicable use-case(s) as related to Change Advisory

Board (CAB) Workbench processes.

• Coordination of all related changes for applicable use-case(s) with appropriate Enterprise

Platform technical staff.

• Prepare and process various change management documents, such as change requests.

• Software changes, related to applicable use-case(s) to include documenting them per existing DLA’s change-management procedures.

Enterprise Platform Use-Case Administration and Support

The Contractor shall work with the government Platform Architect, as required, on all tasks and templates for deliverables identified below to support health monitoring of ServiceNow instance.

The Contractor shall:

• Perform deployment and adherence to DLA lifecycle management policies and procedures for applicable use-case(s).

• Apply patches, monitor performance, and troubleshoot alerts from monitoring tools.

• Perform system failure analysis and recovery for applicable use-case(s).

• Administer accounts user access control, as required, for applicable use-case(s).

• Provide test support to include supporting integration testing, analyzing test results and provide test administration toward acceptance testing of software components for new releases, post-upgrades.

• Conduct research and investigation into technological developments available platform capabilities in alignment with approved requirements.

• Provide support for applicable use-case(s) in support of the Enterprise Platform

(ServiceNow) integration with DLA’s approved Single Sign On (SSO) solution.

• Coordinate and participate in activities with J6 project managers, Business/Customers/Stakeholders both internal and external to DLA to support Value

Management Framework for each task order, as required.

• Consult, recommend and develop measurement techniques to monitor actual performance against projected value as related to Value Management Framework support, for each task order as required.

• Identify risks for any customization activities through performance of gap analyses, provide recommendations for minimizing customizations across all products as required for each task order.

Governance

The Contractor shall adhere to the established Enterprise Platform governance model and processes as related to applicable use-case intake, assessment, and routing of new projects. The model is intended to facilitate the rapid use of low code technology platforms and to support successful use-case implementation across the enterprise. The key responsibilities related to governance are:

• Collaborate with enterprise architecture, cybersecurity, and other enterprise IT planning as required to address use-case related remediations or concerns.

• In coordination with the government Governance Lead, adheres to thresholds for customization and technical debt as related to applicable use-case(s).

• Collaboration with applicable PMO and product owner to continuously manage and prioritize requirements within the Agile methodology framework.

• Adherence to 508 standards and rules for all application capabilities developed.

• Development and Unit Testing of application enhancements and new features.

• Development and execution of functional and integration test scripts.

• Facilitation of User Acceptance Testing (UAT), including development of automated testing framework (ATF) as applicable.

• Preparation of training materials, including User Guides and Quick Reference Guides and new-user training scenarios.

Technical or Application Support

The contractor shall:

• Resolve technical/application related issues.

• Coordinate with platform/system/database administrators to resolve Production &

Sustainment operational issues related to applicable use-case(s).

• Respond to production issues and coordinate with Enterprise Platform team to solve infrastructure related issues.

• Coordinate with Enterprise Platform technical SMEs to implement application performance improvements as applicable.

• Respond to Platform Health Report scores related to applicable use-case(s) as required by developing get-well actions for coordination with Platform Lead, Architect as applicable.

Enterprise Platform Interfaces

In support of this effort, the contractor shall provide the ongoing support to the implementation and sustainment of internal and external interfaces to applicable use-case(s).

In addition, the contractor shall:

• Provide development and ongoing sustainment for applicable Enterprise Platform use-case(s) interfaces in support of business processes.

Software Development Methodology Support

DLA is currently utilizing subject matter expertise to provide a recommendation for best application development methodology to enable rapid applications development (RAD) to keep up with applicable demands for new use-case(s) and continue sustainment of existing use-case(s)S supporting a customer engagement centered low code development methodology and.

provide dedicated scrum team support to plan, develop, deliver, mature and sustain specific capabilities per applicable use-case(s) development.

DLA is currently utilizing subject matter expertise to provide support toward DLA’s development methodology for enabling rapid applications development (RAD) to keep up with applicable demands for Enterprise Platform capabilities, new use-case(s) and continued sustainment of existing use-case(s) supporting a customer engagement centered, low code development methodology and to provide dedicated development team support to plan, develop, deliver, mature and sustain specific capabilities.

The government envisions Development Teams with a dedicated development lead (contractor), to include participation from government product owners, executing numerous concurrent development activities. The contractor shall advise, guide and document assigned understand assigned projects.

Capability Development Support

The contractor shall provide input toward the development methodology recommendation based on best practices and unique requirements for each task order awarded on this BPA. Support shall be provided to specific use case product owners and development teams with focus on their workflows and opportunities to gain efficiency and business value for applicable use-case(s).

Coordinate with stakeholders for review of the requirements documentation to confirm that both business and technical requirements are complete and accurately represent the needs and prioritization of the business and technical stakeholders.

The Contractor shall provide development support to the government task order project manager and/or development team lead by establishing and implementing schedules/roadmaps, enhancements, sprint planning, milestones and engineering requests for applicable use-case(s).

The contractor shall provide design and development of use-case specific content for the unified employee portal. Additionally, the contractor shall support design and development of applicable use-case related content for DLA’s External customer/vendor portal to support customers, vendors and other external entities, as applicable. The Contractor shall be Global Elite certified and have expertise and appropriate certifications for App Engine, Employee Center (EC) Pro, CSM, ITSM, HRSD WSD and DocuSign. In addition, the contractor shall have experience with

ServiceNow UI, UX, CPI, SPM, CMDB, SAM, HAM, ITOM tools. The Contractor shall drive development activities, troubleshooting and capability improvements throughout the lifecycle in coordination with Product Owners, for applicable use-case(s).

The contractor shall develop role design procedures that adhere to DLA Enterprise Segregation of Duties (SoD) and Enterprise Platform governance to include the following:

• Validate feature and design direction through participatory design, concept testing, and user testing.

• Design qualitative and quantitative strategies to acquire customer insight and adoption related to portal design and user experience.

• Analyze qualitative data and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations.

• Design user experience focused prototypes based on customer focused participatory data gathering and design activities.

• Support role redesign efforts from the DLA Distribution business end users.

• Create and maintain role design documentation and reference material that clearly specifies hierarchy of composite roles to single roles to transactions and authorizations.

Hypercare

The contractor shall provide subject matter expertise to work alongside the Government-led team to perform the following activities:

• The contractor shall provide Subject Matter Experts (SME) to be available for a designated period after “Go Live” as defined in the task order.

• During the designated period, the contractor shall review and provide recommendations to the Government for full resolution of known issues identified in production.

Organizational Change Management (OCM)

The Contractor shall support OCM by documenting organizational change strategies and development plans and communications that will help DLA teams adapt to new ways of working with new Enterprise Platform ServiceNow applications and improved business processes, for applicable use-case(s). The Contractor shall facilitate the government Platform Owner’s approach to new ideas, processes and solutions that includes collaborating with other DLA change managers to socialize value management, success outcome identification and Key

Performance Indicators (KPI’s) and measurement metrics for applicable use-case(s). The contractor shall provide best practice information to use-case scrum teams, both government and contractor, related to configuration of new ServiceNow plug-ins and features.

Task 4 – Cybersecurity Support

The Contractor shall support assigned DLA Enterprise Platform use-cases in providing a continuous monitoring capability consistent with RMF guidelines that ensures use-case(s) are developed and sustained in accordance with the Enterprise Platform ATO and overall cyber security posture throughout the lifecycle. This monitoring will entail providing inputs and updates to the eMASS in coordination with the DLA/Enterprise Platform Architect and

Information Systems Security Manager (ISSM).

Activities required to fulfill the task include:

• Provide RMF expertise to ensure the program meets all requirements to maintain a full

Continuous Authority To Operate (ATO) accreditation and resubmission artifacts needed to renew ATO for up to two non-concurrent platform instance environments.

• Develop and maintain DLA Enterprise Risk Management Framework (RMF) plan with

J6 ISSM.

• Evaluate continuous monitoring requirements outlined in DLA Enterprise RMF plan within the context of current program processes.

• Produce documentation and other artifacts needed to comply with controls proscribed by

NIST SP 800-53.

• Monitor systems security and ATO requirements using eMASS; provide updates as required.

• Develop the necessary documentation to fulfill ATO milestones per the government-

ISSM approved RMF Plan.

Security and Solution Architectures

The Contractor shall collaborate with DLA Enterprise Platform, enterprise architecture, cybersecurity, and other enterprise IT planning and management staff offices/members to establish secure and scalable low code applications for applicable use-case(s). The Contractor will develop and advise on solution architecture, data governance and other best practices to ensure quality and consistency of the low code platform use-case(s). Architecture artifacts shall be in compliance with DOD policies. All architectures shall be reviewed and approved by the government Platform Architect/Lead Engineer.

The Contractor shall request access (through the government PM and ISSM) for DLA Portfolio

Architecture Tool Suite (DPATS) and Enterprise Mission Assurance Support Service (eMASS), as required to manage, update, and submit artifacts.

Task 5 - Transition Support

In the event the Government does not exercise an Option Period or in the event the incumbent

Contractor is not awarded any future follow-on efforts or there is a need to transition during the

BPA, transition support may be needed and will be defined at the task order level. Transition support will include knowledge transfer and training to any follow-on provider to include all of the required architectural and interface documentation, orientation, collaboration, and training to facilitate the comprehensive understanding and execution of tasks, processes, procedures, schedules and deliverables in a timely and orderly fashion. All transition activities shall be coordinated with and approved by the COR. The contractor shall provide the following:

• Provide transition services associated with the consolidation or divesture of DoD and/or

DLA workload or uninterrupted operations.

• Assist DLA in planning, preparing, and implementing any transition or change services.

• Provide DLA-approved changes to DLA equipment, software, processes, and overall environment to support such consolidation or relocation.

• Take into account economies of scale and other synergies between the acquired operations of DLA.

• Provide transition cost analysis, propose schedules and document risks associated with such transition.

Deliverables

• Architectural documentation for applicable use-case(s) to include all APIs, integrations, configuration data, workflows, data schemes.

3. CONTRACTOR QUALITY CONTROL PLAN (QCP)

The contractor shall submit a QCP within 10-business days of contract start date to the

Government Program Management Office (PMO) and Contracting Officer Representative

(COR). This plan shall describe the contractor’s methodology of compliance with the

Deliverables and Performance Requirements Summary outlined above. The COR will notify the contractor of concurrence or required modifications to the QCP. The contractor shall make appropriate modifications provide a revised QCP within 5-business days of the COR’s notification.

4. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

In fulfillment of this effort, the Contractor shall provide the deliverables identified in this section.

All deliverables shall be submitted to the Contracting Officer’s Representative (COR) for acceptance unless otherwise directed by the Government.

Unless otherwise specified, the Government will review draft deliverables and provide comments back to the contractor or approve or disapprove the deliverable(s). The contractor will have a maximum of ten (10) working days from the day comments are received to incorporate all changes and submit the final deliverable to the Government. All days identified are intended to be workdays unless otherwise specified.

The format for the individual deliverables will be determined through consultation between the

COR and the contractor with recommendations from the Government Program Management

Office (PMO). The QASP identifies the methods the government will use to measure performance of the service provider against the requirements and performance standards of the

PWS. The QASP consists of guidelines for performance surveillance, evaluation, reporting, deficiency notification, and adjustments.

5. PERFORMANCE SUMMARY

Acceptable Performance Levels

The COR will monitor performance to ensure services are received as set forth in this task order.

This monitoring shall be done via Government inspection and review of the various reports and documentation generated in performance of the requirement. The COR will monitor compliance with contract terms and conditions and identify nonconforming services to determine the appropriate action. All work required by this task order is subject to surveillance.

The Government will make objective and subjective assessments of the contractor’s performance to determine whether contract performance is acceptable. The contractor is expected to perform all functions in a professional manner and prepare accurate and timely documentation. Progress will be tracked based on the milestone event when the contractor receives a specific tasking.

Inspection and Acceptance Criteria

Final inspection and acceptance of all work performed, reports and other deliverables will be performed at the place of delivery by the COR based on PMO recommendations. All deliverables will be inspected for content, completeness, accuracy, legibility and conformance to contract requirements by the COR based on PMO recommended input. At the discretion of the

Government, inspection may include validation of information or software through the use of automated tools and/or testing of the deliverables, as specified in the PWS.

If the Government finds that a draft or final deliverable contains spelling errors, grammatical errors, improper format, or otherwise does not conform to the requirements stated within the task order PWS, the document may be immediately rejected without further review and returned to the

Contractor for correction and re-submission. If the Contractor requires additional Government guidance to produce an acceptable draft, the Contractor shall arrange a meeting with the

COR/Government PMO.

The basis for acceptance shall be compliance with the requirements set forth in this task order

PWS, the Contractor's proposal and other terms and conditions of the contract. Deliverable items rejected shall be corrected in accordance with the applicable clauses. Reports and document deliverables will be accepted when all discrepancies, errors or other deficiencies identified in writing by the COR have been corrected to the Government’s satisfaction.

The Contractor shall provide electronic copies of deliverables. Electronic copies shall be delivered via e-mail attachment or other media by mutual agreement of the parties. The electronic copies shall be compatible with the current DLA Microsoft (MS) Office products or other applications as appropriate and mutually agreed to by the parties. The Contractor shall use best commercial practices for formatting deliverables under this contract. If the draft deliverable is adequate, the

Government may accept the draft and provide comments for incorporation into the final version.

All of the Government's comments to deliverables must either be incorporated in the succeeding version or the Contractor must demonstrate to the Government's satisfaction why such comments should not be incorporated.

Performance Review and Payments

The Contractor shall provide sufficient management to ensure that tasks are performed efficiently, accurately, on time, and in compliance with the requirements of this document. Specifically, the Contractor shall designate a single Point of Contact to oversee these tasks and interface with the Government regarding those assigned to these tasks. The Contractor shall ensure that a Monthly Status Report is submitted outlining the expenditures, billings, progress, status, and any problems/ issues encountered in the performance of these tasks.

The following procedures apply:

The contractor shall submit a monthly invoice for 100% monthly amount for each PWS task. As part of the COR’s monthly certification process, the COR will indicate on the invoice submitted, the amounts authorized for payment for each task based on the performance measures described herein. If there is an issue with performance that is determined unacceptable, the contractor will be notified to correct the problem and/or submit a corrective action plan within 5 business days of the notification. The corrective action plan will identify steps that will be taken to meet the full level of performance and the period of time the contractor believes it will take to reach that level. The Contracting Officer will determine whether the proposed plan is acceptable. If an unacceptable rating is determined, payment shall be withheld until the issues are resolved and concurrence is achieved. Once that is accomplished the contractor would begin to receive payments at the resultant performance level.

The COR or his/her designated representative will advise the contractor of what the Contracting

Officer’s (CO’s) authorized amount of payment will be for each month. The contractor may direct questions on any withholding of a payment to the Contracting Officer.

Below are the Performance Standards that will be used in evaluating performance in determining the amount of the payment owed to the contractor. These Performance Standards will apply to the deliverables specified at the task order level:

Overall Performance Ratings

Satisfactory – Performance meets or exceeds contractual requirements. The contractual performance reflects some minor problem(s) for which corrective actions taken by the contractor appear or were satisfactory. The COR recommends and the Contracting

Officer will make a determination to pay the contractor 100% of the invoice amount.

Fair – Performance does not meet some contractual requirements. The contractual performance reflects a minor problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented. The minor performance problem(s) do not adversely impact the mission of the Agency. The COR recommends and the Contracting Officer will make a determination to pay the contractor 90% of the invoice amount.

Marginal – Performance does not meet some contractual requirements. The contractual performance reflects a serious problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented. The COR recommends and the Contracting Officer will make a determination to pay the contractor 80% of the invoice amount.

Unsatisfactory – Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective. Payment will be withheld pending resolution of cure notice(s). Termination for default or cause may result.

Timeliness

Satisfactory Meets or exceeds contractual requirements in terms of timeliness of delivery.