Appendix_1_DRAFT_SOW.pdf

Appendix 1

DRAFT STATEMENT OF WORK

FOR

Federal Retirement Thrift Investment Board Service Now Cloud Based Products and Services

1.0 Background

The Federal Retirement Thrift Investment Board (FRTIB, or “Agency”) requires the Service Now Customer Service Management (CSM) cloud based application solution to support new and future FRTIB business office requirements. Specifically, the Agency seeks to address case management, legal case management and work-flow management needs using the Service Now CSM platform. These requirements contain highly sensitive Personally Identifiable Information (PII); therefore, a FEDRAMP approved, secure and customizable cloud based application solution such as the Service Now CSM is desired to meet the Agency’s requirements. Finally, FRTIB seeks to leverage Service Now Gold Partners to develop, test and deploy the CSM products and its required sub-components. By using Service Now Gold Partners, the Agency hopes to optimize development and deployment timeframes, reduce associated costs, and accelerate the time to market for its Service Now solutions, thereby delivering superior service to its business offices.

2.0 Objectives

This Statement of Work (SOW) has 4 core objectives:

1. Procure/purchase licensing required for the Service Now Customer Service Management Platform

2. Deploy the Service Now CSM platform to support PII and the associated requirements of Agency business offices

3. Develop, test and deploy two Service Now CSM based applications as follows:

a. FRTIB OPS OPSTRAK Case Management

b. FRTIB OGC Legal Matter Management

4. Provide ongoing System Administration maintenance support for the Service Now CSM Platform

3.0 Scope

The scope of this SOW shall be divided into three major areas:

1. Product Scope:

a. Purchase 515 Service Now Customer Service Management Platform seat licenses for a nine month period. The CSM/Case Management, customers, accounts and workflow modules shall be included.

b. Purchase 3 instances of CSM (dev, test and production).

2. Development Scope:

a. Develop, test and deploy OPS OPSTRAK Case Management and OGC Legal matter management applications within Service Now CSM platform. The development of the two applications shall be on a Time and Materials (T&M) basis.

3. Ongoing Maintenance Scope:

a. Provide ongoing remote maintenance and support services for the

Service Now CSM Platform, to include actions such as account creation, deletion and access requests.

Deliverables

WBS # Deliverables 1 Submit Full Task/Project Schedule 2 Finalize Core Requirements for OPSTRAK 3 Finalize Core Requirements for OGC Matter Management 4 Complete Set-up of Service NOW CSM Instance Platform 5 OPSTRAK Project Stream Using Agile Development

5.1 Develop OPSTRAK Application

5.1.1 Develop Components and Sub-Components

5.1.2 Iteratively Test subcomponents

5.1.3 Iteratively gate review subcomponents with FRTIB Customer

5.2 Migrate Date from Legacy OPSTRAK

5.3 Conduct Final Test

5.4 Conduct Final Gate Review with Customer

6.1 Develop OGC Application

6.1.1 Develop Components and Sub-Components

6.1.2 Iteratively Test subcomponents

6.1.1 Iteratively gate review subcomponents with FRTIB Customer 7 Ongoing Remote System Administration

4.0 Additional Contract Requirements

4.1 Non-Disclosure and Conflicts of Interest

Identify and describe the Agency’s measures to mitigate and prevent the unauthorized disclosure of sensitive and protected information, and the prevention of unauthorized or unethical conduct resulting from a conflict of interest between parties.

4.2 Agency Property Accounting

Identify and describe the Agency’s property accounting requirements for contractors and subcontractors who have been issued Agency Furnished Equipment (AFE).

4.3 Data Rights

Identify the appropriate data rights strategy based on the specific requirements.

4.4 Supply Chain Risk Management (SCRM)

For contracts that include either products or services, or a combination of each, describe the Agency’s requirements for proposals to address and mitigate SCRM concerns.

4.5 Section 508 Accessibility Standards

In accordance with the Rehabilitation Act of 1973 and the Workforce Improvement Act of 1998, offerors shall demonstrate compliance with the following Section 508 Accessibility Standards.

☐ 1194.21 Software Applications and Operating Systems

☐ 1194.22 Web-Based Intranet and Internet Information and Applications

☐ 1194.23 Telecommunications Products

☐ 1194.24 Video and Multimedia Products

☐ 1194.25 Self-Contained, Closed Products

☐ 1194.26 Desktop and Portable Computers

☐ 1194.31 Functional Performance Criteria

☐ 1194.41 Information, documentation, and support

5.0 Contract Performance Location

All work associated with this task to include software development, deployment and testing can and shall be performed entirely offsite as the requisite Service Now product is Cloud-based. Meetings can and shall be held via conference calls utilizing supplementary tools such as Webex.

6.0 Delivery Schedule

WBS # TASK Delivery Date N/A Task Kick-Off Meeting 1 week after contract award

1 Submit Full Task/Project Schedule 15 days after contract award 4 Complete Set-up of Service NOW CSM Instance Platform 30 days after contract award

5.1 Deliver OPSTRAK Final Application (FRTIB approved)

3 months after contract award

6.1 Deliver OGC Final Application (FRTIB approved)

6 months after contract award

N/A Project Status Meeting Weekly 7 Ongoing Remote System Administration ongoing

7.0 Security Requirements and Standards

Discuss specific security issues associated with the contract requirements. When applicable, address physical security, background checks, security clearances, IT security, or any other security requirements specific to the solicitation. Also, identify and list prohibited items from a physical security and IT security perspective.

8.0 Information Technology

As applicable, provide a statement addressing the Agency’s Information Technology (IT) environment.

Such a statement may address network capability requirements, Virtual Private Network (VPN) access requirements, specific data subscriptions used by the Agency, the need to access shared files and folders, or the need to be familiar with SharePoint or other Agency or contract specific applications.

8.1 Agency Specific IT Requirements

Identify Agency specific IT requirements which the contractor or vendor should be aware of and prepared to support. Such examples include compatibility with operating systems used on Agency issued IT assets (e.g. Laptops), compatibility with applications used by the Agency, such as Microsoft Office products, and compatibility with Agency’s encryption types or standards.

8.2 Contractor Specific IT Requirements

Identify contractor or vendor specific IT requirements necessary to successful contract performance.

Such examples may be specific encryption standards or approved Trusted Agents (TAs) for communicating with the Agency or accessing its shared IT systems.

9.0 Agency Furnished Equipment (AFE) and Agency Furnished Information (AFI)

Provide a description of the types of AFE and AFI to be provided to the contractor by the Agency. Such examples may include a work area that includes a desk, chair, telephone, IT assets (e.g. Laptop), building access badges, Common Access Cards (CACs), or any other specific tangible materials. Identify the specific forms or administrative requirements the contractor or vendor must deliver in order to facilitate the Agency providing any AFE.

9.0 Agency Furnished Equipment (AFE) and Agency Furnished Information (AFI)