PERFORMANCE WORK STATEMENT Nuance B.docx

PERFORMANCE WORK STATEMENT (PWS)

FOR

DLA LOGISTICS INFORMATION SERVICE

Upgrade of the Nuance Voice Directory Calling System

1. Background The DLA Logistics Information Service Nuance Voice Directory Calling System controls the direction both internal and external calls are routed (via voice prompt) to specific solutions based off of the applications’ Call Flow Design.

2. Objectives The objectives of this Performance Work Statement (PWS) and the resulting contract is to provide a vehicle through which the Contractor shall furnish the necessary services, qualified personnel, and technical expertise for DLA LOGISTICS INFORMATION SERVICE Upgrade of the Nuance Voice Directory Calling System and Applications to the latest Nuance Releases. The resulting contract will be firm fixed price.

3. Scope The scope of this tasking and the resulting contract encompasses all activities necessary for the Upgrade of the Nuance Voice Directory Calling System. The upgrade must be completed with minimum service interruption to the online system.

4. Specific Tasks All task deliverables will be provided in accordance with the distribution defined under Section 10, Delivery Schedule. It is anticipated that the contractor will perform adequate due diligence on all these items, before submitting your bid.

4.1 Task 1 – Project Management

These activities shall be an on-going effort, performed over the life of the project, to ensure that all the requirements defined in this PWS are met. The Contractor shall perform project management to include, but not limited to, cost management, technical planning and performance functions. The Contractor shall develop, document, coordinate, execute plans/procedures, and conduct activities and tasks for the upgrade of the Nuance Calling System.

4.1.1 Kick-off Meeting The kick off meeting will be held within fifteen (15) days of contract award. The kick-off meeting will be held via teleconference.

4.1.2 Monthly Meetings The DLA LOGISTICS INFORMATION SERVICE Technical Program Management Office (TPMO) will determine the date, time, place, agenda, and meeting forum for weekly DLA LOGISTICS INFORMATION SERVICE planning meetings. The Contractor shall participate in all weekly meetings, which may be either in person at DLA LOGISTICS INFORMATION SERVICE or via teleconference, as specified by the DLA LOGISTICS INFORMATION SERVICE TPMO. The Government reserves the right to change from monthly to bi-weekly or weekly meetings for the life or project/contract.

4.1.3 Monthly Status Reports The Contractor shall provide monthly status reports to include identified issues, issue recommendation strategies, major accomplishments, variance analysis and upcoming activities. Below is a further breakdown of the written status reports:

· A description of the prior month's progress, in summary, and by task.

· The planned activities for the next month.

· Personnel spreadsheet listing the people working on the project and their duties.

· Review of problems encountered and significant issues that may affect the completion of planned task.

Deliverables: Kick-off Meeting Monthly Meetings Monthly Reports

4.2 Task 2 – Configuration Management – Hardware, Software Conversation, Documentation Delivery, and Installation Configuration Management (CM), with efficient delivery and installation of the software and hardware. Supporting documentation must be included. It is vital to maintain uninterrupted operation of the Telephony Infrastructure applications. These activities will be performed over the life of the contract, with deliveries dates defined in Section 10, Delivery Schedule.

4.2.1 Configuration Management The Contractor shall, as directed by the TPMO and/or in accordance with the current DLA LOGISTICS INFORMATION SERVICE CM guidance, establish procedures for tracking any changes made to current Nuance Voice System’s configuration. The current DLA LOGISTICS INFORMATION SERVICE CM guidance will be available from the TPMO after contract award.

The CM process will achieve the following objectives:

· Identify, define and control all relevant configuration items of the product

· Control modifications of all configuration items

· Record and report the status of configuration item and modification

· Ensure the completeness of the configuration items

· Control storage, handling, release, and delivery of the configuration items

4.2.2 Software, Documentation, Delivery and Installation The Contractor shall provide the following to the TPMO:

· Software Product –update software but not limited to (Nuance Voice Directory, VMware, etc.).

· Software Version Description – delivery/defining all the changes included in the software update

· All existing Nuance Software and Application packages should be updated to current existing revisions at the time of the upgrade.

· Application Conversation and recompiling of software necessary for the upgrade

· Software Installation Plan – defining how the software is to be installed at the Government site

· Work with Government System Administrator’s (SA’s) to install Software at Government Site.

· Provide all User Guide

· Unit Test Results – results of Contractor testing conducted prior to delivery, if applicable

· For each update, the Contractor shall provide associated updates to all affected documentation. Documentation that may be affected includes, but is not limited to:

· Software Test Plan, if applicable

· System/Subsystem Specification

· System/Subsystem Design Description

The Contractor shall deliver all documentation in an electronic format, either via email or Compact Disk/DVD (CD/DVD).

All Telephony Systems are operational. DLA LOGISTICS INFORMATION SERVICE is in the process of procuring or adding a test environment. If test environment is added, testing will be conducted in a test environment prior to activation/placement as an operational system. The TPMO will conduct acceptance testing of all software changes. The TPMO will determine the corrective action necessary, with input from the Contractor, for software changes not accepted by the PMO.

Deliverables: Software list for each piece of software Software Product Software Version Description Software Installation Plan Documentation Updates Software License System Configuration Diagram

4.3 Task 3 -Security Technical Implementation Guide (STIG)

The Contractor shall analyze all findings and determine which software units and/or configuration items and version thereof need to be corrected in accordance with Information Assurance Policy and the STIG.

The Contractor shall provide Plan Of Action Milestones (POAM) when appropriate for items that are unable to be corrected, due to adverse effect to the operation of the Contractor application. All POAM’s will be reviewed by IA and TPMO for acceptance.

All vulnerabilities identified by the STIG shall be mitigated to meet all DLA IA security requirements.

Deliverables: POAMs, if necessary

4.4 Task 4 -Training

The contractor shall provide training course/sessions for the DLA Telephony personnel. Curriculum and lesson material shall be provided to all the necessary personnel. Projected attendance for training will be no more than 10 students. Training will be provided to Telephony staff, on the operation, administration, and configuration of all related applications and software. Place of performance for the training will be on-site at the HDI Federal Center, Battle Creek, Michigan. It is expected that at least one instructor will preside over this training.

5. Qualifications

5.1 Contractor Qualifications

The contractor must be a certified Nuance business partner authorized by Nuance to perform work at a large business enterprise solution level for the Federal Government. Prospective contractors not possessing this authorization agree to be excluded from consideration for bid. The contractor will be working directly with DLA LOGISTICS INFORMATION SERVICE System Administrators (SAs), Information Assurance (IA), and the Telephony Program Management Office (TPMO); which may require coordination during non-duty hours.

The accomplishment of these objectives requires skill and knowledge across the full spectrum of project management of standard systems sustainment, development and testing. These include, but are not limited to, requirements and business process analysis, configuration and requirements management, database design, information systems application design, software systems engineering, documentation development and maintenance, testing, and implementation. In addition to the technical skills, knowledge, experience and qualifications stated, these tasks will also require the services of personnel who are proven experts in the areas of DOD supply and logistics, with an in-depth knowledge of DLA security requirements. Offerors shall submit information that shows necessary skills and experience required for this project; this is not considered past performance information, but technical information showing that the offeror has the necessary skills, knowledge, experience and qualifications to perform this requirement. It will be reviewed on a pass or fail basis. Technical information in sufficient detail to show the offeror has the necessary skills, knowledge, experience and qualifications to perform this requirement.

5.2 Personnel Qualifications. Labor Categories and Key Personnel Minimum Requirements

The Contractor shall, at a minimum, provide the minimum key personnel below:

Program Manager: The Contractor shall identify the Program Manager to coordinate application design efforts in support of this PWS.

Minimum Required Experience:

1. Two years or more in Project Management and system design and implementation

1. Two years or more in data engineering.

1. Knowledge of 508 Compliance as stated in the DLA One Book, Web Site Development and Administration:

2. Developer is knowledgeable of all policies prior to beginning development of a web site or application considers these requirements when designing the web product.

2. Developer is knowledgeable of all applicable standards of Section 508 PRIOR to beginning development of a web site or application and considers these requirements when designing the web product.

Principal Systems Architect: The Contractor shall identify a system architect(s) that demonstrates experience/technical skills in designing, developing and implementing:

1. Data Exchanges using Extensive Markup Language (XML/VXML)

1. Data engineering in an ORACLE and UNIX environment

1. Microsoft Windows Server 2008 or better

1. Microsoft SQL Server environment

1. Knowledge of Web Technologies Application Development (e.g. JAVA)

1. System/application design and implemented use at DLA

1. Knowledge of Nuance Systems

1. Knowledge with Red Hat Linux, Unix, and Windows Operating Systems

1. Knowledge of VMware software

Senior Applications Programmer: The Contractor shall identify an applications programmer that works with the TPMO to implement access controls, verify data integrity, and create/test back-ups as well as accomplish system performance analysis.

Administrative Specialist: The Contractor shall identify an administrative specialist to plan and coordinate all logistical support requirements referenced in this PWS. The administrative specialist shall also function as the project manager for the personnel as provided under this PWS, and shall act as liaison between the TPMO and the Contractor to coordinate, communicate and facilitate all tasks, subtasks and deliverables and direct the activities of key personnel for the period of performance for this contract.

Deliverables: The Contractor shall provide a resume for each key personnel requested, to include information illustrating that they meet the requirements of this section. This information will be reviewed on a Pass/Fail Basis.

5.3 Personnel Replacement.

Certain skilled, experienced, professional and/or technical personnel are essential for successful accomplishment of the work to be performed under the resultant contract. These are defined as “Key Personnel” and are those persons whose resumes are to be submitted as part of the technical proposal for evaluation purposes. The Contractor agrees to use said personnel during the performance of the resultant contract and that they shall not be removed from the contract work, replaced, or supplemented with additional personnel, unless authorized in accordance with the following provisions:

· Contractor shall not substitute key personnel assigned to perform work under this contract without prior written approval of the Contracting Officer. All Contractor requests for key personnel substitution shall be in writing and shall provide for a detailed explanation of the circumstances necessitating the proposed substitution(s). Requests must contain a complete resume for the proposed substitute and any other information as requested by the Contracting Officer. Proposed substitutions must have qualifications that are equal to or greater than the key personnel being replaced. The Contracting Officer shall evaluate all such requests and within 15 business days of receipt, promptly notify the Contractor in writing whether the proposed substitution is acceptable.

· If the failure to supply an acceptable replacement for key personnel impacts contract performance, the Government will take action.

· Key personnel, including all replacements are subject to the Contractor security requirements stated in the PWS.

5.4 Utilization of Contractor’s Proposed Personnel

In order to ensure a smooth and orderly startup of the contract, it is essential that the key personnel specified in the Contractor’s proposal be available and ready for work on the effective date of the task order.

6. Place of Performance The majority of the work shall be performed at the Contractor's site. At the request of the Government, the Contractor shall be prepared to have key personnel on site at the Hart-Dole-Inouye Federal Center in Battle Creek, MI. Task 4 shall be accomplished at the HDI Federal Center.

7. Period of Performance The contract period shall be six (6) months from the date of award. Project shall be completed within six (6) months of contract award.

8. Delivery Schedule

Format

*Note: Standard Distribution – electronic copy to Program Manager and Contractor Project Management

9. Security

9.1 Security Clearance

It is required that all Contractor personnel assigned to Task 2 Performing Installation of Software on a Server that is on the DLA Network must have attained a favorable outcome to the designated ADP investigative requirement assigned. If no clearance is attained; the contractor will work with the SA’s on performing the installation of software.

Contractor employees must have a DoD IT-I security clearance or be able to obtain one.

DoD 5200.2-S, DoD Personnel Security Program, requires DoD, military, civilian personnel, as well as DoD consultants and Contractor personnel, who perform work on sensitive, automated information systems (AIS) to be assigned to positions which are designated at one of three sensitivity levels (IT-I, IT-II, IT-III). These designations equate to Critical Sensitive, Non-Critical Sensitive, and Non-Sensitive. DLA has implemented the DoD policy in paragraph 3-101 of DLAR 5200.11, DLA Personnel Security Program, which is available at DLIS upon request. The Contractor shall assure that individuals assigned to the following sensitive positions, as determined by the Government, have completed the appropriate forms. (Project officer: List positions regarded as sensitive, assign the appropriate personnel security designation (IT-I or IT-II) and list the investigative requirement. IT-I = Background investigation (BI), ADP-II = National Agency Check with/Inquiries (NACI). The Contractor shall assure that individuals assigned to this contract have completed the appropriate forms, and have received a favorable adjudication for the IT level required.

Personnel occupying IT-I positions require a National Agency Check, but may be assigned prior to completion of the investigation. A contract National Agency Check (NAC) investigation must be initiated.

a. SF 85P via EPSQ

b. Fingerprint Cards (FD 258)

c. Citizenship Documentation One of the following:

Birth Certificate, Passport or Original Naturalization Certificate

d. Investigation submitted to the Defense Security Service (DSS) electronically for investigation.

Coordination of A-D from the list above must be made with DLA- Personnel Security, Mr. Paul Cochran, telephone (269) 961-7010.

Performance of this PWS may require the Contractor (or subcontractor) to access data and information proprietary to the Government Agency or of such a nature that its dissemination or use, other than in the performance of this PWS, would be adverse to the interest of the Government or others. The Contractor shall not divulge or release data or information developed or obtained in the performance of this PWS except to authorized government personnel or upon written approval of the Contracting Officer.

The Contractor will not use, disclose, or reproduce proprietary data, which bears a restrictive legend, other than as required in the performance of this PWS. The limitations above do not apply to data or information, which has been made public by the Government. Further, this provision does not preclude the use of any data independently acquired by the Contractor without such limitations or prohibit an agreement at no cost to the Government between the Contractor and the data owner, which provides for greater rights to the Contractor.

Contractor personnel visiting any government facility in conjunction with this delivery order shall be subject to the Standards of Conduct applicable to Government employees. Site-specific regulations regarding access to classified or sensitive materials, computer facility access, issue of security badges, etc. will be provided by the Government as required. The Contractor shall forward their employee clearance information to the Public Safety Office (DES Battle Creek-WLS), 74 N. Washington, Battle Creek, MI 49036-3092, Mr. Paul Cochran, telephone (269) 961-7010. The provisions outlined above apply to the prime Contractor and any subcontractors the prime Contractor may employ during the course of this contract. No Contractor personnel performing sensitive duties shall be allowed to commence work on this effort until his or her trustworthiness has been favorably adjudicated.

The Contractor shall notify the CO, in writing, within 24 hours, when for reasons of personnel resignations, reassignments, terminations or completion of portions of the contract, named Contractor personnel no longer require access to Government AISs.

All products produced and associated work papers are to be considered the property of the Government.

Personnel and subcontractors assigned to this project will not require access to classified information. Personnel and subcontractors assigned to this project will not access proprietary data on any DoD or DLA computer application.

The PWS will be in accordance with the C2 Level of Trust as identified in DLAR 5200.17, Security Requirement for Automated Information and Telecommunications Systems along with DoD 5200.28, Department of Defense Trusted Computer System Evaluation Criteria.

The Contractor shall adhere to the guidelines contained in DoD Instruction 8500.2, Information Assurance (IA) Implementation and DoD 8570.01-M, Information Assurance Workforce Improvement Program, which states the Contractor shall:

· Identify all Contractors performing IA functions and align with the categories and levels described in Chapters 3 and 4 of the Manual.

· Ensure that Contractor personnel have the appropriate IA certification and background investigation

· Ensure the capability to report in detail on individual Contractor employee certification(s) and certification status

· The Contractor shall ensure certification and training requirements are met in all contracts that include acquisition of IA services. Contractor personnel must have their IA certification and function level documented in the Defense Enrollment Eligibility Reporting System (DEERS).

Foreign Nationals cleared in accordance with DoD 5200.2-S are subject to the restrictions outlined in DoD Instruction 8500.2, Table E3.T1.

9.2 Data Rights. Under the provisions of the Rights in Data General Clause (FAR 52.227-14(d)(3)) If the Contractor receives or is given access to data necessary for the performance of this contract that contain restrictive markings, the Contractor shall treat the data in accordance with such markings unless specifically authorized otherwise in writing by the Contracting Officer.

9.3 Data Use, Disclosure of Information and Handling of Sensitive Information.

Performance of this PWS may require the Contractor to access data and information proprietary to the Government Agency or of such a nature that its dissemination or use, other than in the performance of this PWS, would be adverse to the interest of the Government or others. The Contractor shall not divulge or release data or information developed or obtained in the performance of this PWS except to authorize government personnel or upon written approval of the Contracting Officer.

The Contractor will not use, disclose, or reproduce proprietary data, which bears a restrictive legend, other than as required in the performance of this PWS. The limitations above do not apply to data or information, which has been made public by the Government. Further, this provision does not preclude the use of any data independently acquired by the Contractor without such limitations or prohibit an agreement at no cost to the Government between the Contractor and the data owner, which provides for greater rights to the Contractor.

The Contractor shall maintain, transmit, retain in strictest confidence, and prevent the unauthorized duplication, use, and disclosure of information. The Contractor shall provide information only to employees, Contractors and subcontractors having a need to know such information in the performance of their duties for this PWS.

Information made available to the Contractor by the Government for the performance or administration of this effort shall be used only for those purposes and shall not be used in any other way without written agreement of the Contracting Officer. Contractor personnel will be required to sign a non-disclosure statement.

If proprietary information is provided to the Contractor for use in performance or administration of this effort, the Contractor except with the written permission of the Contracting Officer may not use such information for any other purpose. If the Contractor is uncertain about the availability or proposed use of information provided for the performance or administration, the Contractor shall consult with the COR regarding use of that information for other purposes.

10. Other Pertinent Information or Special Considerations.

10.1 Inspection and Acceptance by the Government. Inspection and acceptance of all work performance, reports and other deliverables under this PWS shall be performed by TPMO.

10.1.1 Scope of Inspection

· All deliverables will be inspected for content, completeness, accuracy, legibility and conformance to contract requirements by the TPMO. 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.

· The government requires a period not to exceed thirty (30) calendar days after receipt of final deliverable item(s) for inspection, acceptance or rejection.

10.1.2 Basis of Acceptance

· The basis for acceptance shall be compliance with the requirements set forth in this 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 Government have been corrected to the Government's satisfaction.

· The Contractor shall provide delivery of electronic copies of deliverables. The electronic copies shall be compatible with Microsoft (MS) 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.

· 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.

10.1.3 Software Quality Assurance

· At the discretion and direction of TPMO, all configuration items shall be turned over to the DLA LOGISTICS INFORMATION SERVICE Software Quality Assurance (SQA) team for placement under Government configuration management control.

· When making developmental decisions for this project (e.g., platform, development tools, software versions, language, and communications), Contractor shall follow a DLA Logistics Agency (DLA) Information Technology Guidelines.

· For software development, the final acceptance of the software program will occur when all discrepancies, errors or other deficiencies identified in writing by the government have been resolved, either through documentation updates, program correction, or other mutually agreeable methods.

11. Section 508 Accessibility Standards The following Section 508 Accessibility Standard(s) (Technical Standards and Functional Performance Criteria) are applicable (if box is checked) to this acquisition.

Technical Standards

X 1194.21 - Software Applications and Operating Systems X 1194.22 - Web Based lntranet and Internet Information and Applications X1194.23 - Telecommunications Products X 1194.24 - Video and Multimedia Products X 1194.25 - Self-Contained, Closed Products X 1194.26 - Desktop and Portable Computers X 1194.41 - Information, Documentation and Support

The Technical Standards above facilitate the assurance that the maximum technical standards are provided to the Offeror's. Functional Performance Criteria is the minimally acceptable standards to ensure Section 508 compliance. This block is checked to ensure that the minimally acceptable Electronic and Information Technology (E&IT) products are proposed.

QUALITYASSURANCE SURVEILLANCE PLAN

The TPMO shall conduct surveillance of the contractor and serve as the liaison between the government and the contractor.

1. Primary Method of Surveillance:

2. If a specific service is judged to be unsatisfactory during an inspection, the documentation supporting this deficiency is to be forwarded to the CO within five working days after inspection. The TPMO should advise the CO whether the deficiency is the fault of the Government or the contractor. Performance must be documented to provide a legal basis for action. Informal or anecdotal evidence cannot be used.

3. It is equally important to document satisfactory and unsatisfactory performance. Acceptable Quality Level (AQL) is defined as the level the government expects to receive for any given task.