Section J - Section L.3 Attachment Web Operations Task Order Performance Work Statement.rtf

IRS Web Portal Acquisition Request for Proposals 64 February 26, 2010 Amendment 0002 file_0.emf file_1.wmf

Internal Revenue Service

ATTACHMENT L.3

IRS Web Portal Acquisition Request for Proposals

Web Operations

Version 6.1

February 26, 2010

ATTACHMENT L.3 ■Web Operations ■ Version 6.1 Table of Contents

Change History Revision # Date Change Description/Purpose

ATTACHMENT L.3 ■Web Operations ■ Version 6.1 Appendix C - Task Order Specific Clauses Introduction Based on the design principles, solutions, and pricing model that the Contractor proposed in response to the Statement of Objectives (SOO), the Contractor shall provide a Web Operations solution that will build-out, transition and operate a new Web environment for IRS.gov to replace the current IRS.gov Public User Portal (PUP). In this Task Order Performance Work Statement (PWS), “new IRS Web environment” refers to the new Web environment for the new IRS.gov.

Period of Performance The period of performance for this Task Order PWS is for one base year, and two option years for a total of three years. The IRS intends to award four Task Orders at the same time as the contract award. These Task Orders represent the first tasks under the contract. This Task Order PWS is subject to an award fee in accordance with Section G.5.

Scope This Task Order PWS will focus on building a new IRS Web environment that will enable the transition of the new IRS.gov into production operations. The work will progress in phases that will include the build-out, transition, and on-going operations and maintenance of the new IRS.gov Website. Note this Task Order PWS does not include the build-out, transition, or on-going operations of the Registered User Portal (RUP) or the Employee User Portal (EUP).

The Contractor’s solution shall provide all hardware, software, staff, systems, tools, supplies, services, interfaces, and other elements necessary to build, transition, and maintain the new Internal Revenue Service (IRS) Web environment, its applications, data, and content. The Contractor’s Web operations solution shall provide service levels that will support continuous operation of the new IRS Web environment that will be available at a minimum of 99.99% for 24 hours per day, 7 days per week.

In addition, the contracted services shall include all of the elements necessary to secure the facility and equipment, to provide acceptable physical environmental conditions that will support the infrastructure, to ensure the power sources will support continuous operations, and the staffing to support all of the operational and supporting systems.

Additional services will include providing a Content Management solution, a search capability; maintaining appropriate security and privacy measures, as well as incident response to vulnerabilities; ensuring systems integration; managing bandwidth usage to ensure optimum system functionality and content delivery; and providing reports and analyses of system operations to allow for continuous system and process improvement.

The new IRS Web environment must also be established such that it will be extensible to accommodate transitions of the current Registered User Portal (RUP) and Employee User Portal (EUP) portals in potential future task orders. Information concerning the current size and configuration of the RUP and EUP portals can be referenced in the Attachment: Current State of the Portals and Help Desk Environment. This information may be helpful to the Contractor in determining the scope, size, complexity, and growth of the infrastructure and Web hosting environment over the contract term.

See Figure 1, Web Operations Services, for a listing of in-scope services.

Phases The work will be divided into three phases:

The new IRS.gov must be transitioned to the new IRS Web Operations environment within one of two IRS non-filing season windows: 1) May-July 2011, OR 2) May-July 2012.

Services Within each of these three phases, the Contractor shall provide the required products and services for the services outlined below and in Section C, to build, transition, and operate the new public-facing Web environment for the IRS. The Search Engine Optimization (SEO) and CMS Service Categories are divided between the Web Operations Task Order PWS and the Web Applications Services Task Order PWS since parts of these services apply to both Task Order PWSs. The Service Categories include:

New IRS Web Environment Services. The New IRS Web Environment Services is comprised of the following service areas:

Infrastructure

Hosting Bandwidth Management Systems Integration

The products and services described above for the Web Operations Task Order PWS and the other three Task Orders are illustrated in Figure 1:

file_2.emf file_3.wmf

Figure 1 - Web Operations Services Purpose The purpose of the Web Operations Task Order PWS is to:

Define the requirements, specifications, deliverables, and exit/success criteria for each service category in each of the three phases defined above

Define the performance criteria that will be utilized to measure the Contractor’s performance during each of the three phases

Task Order PWS for Web Operations Requirements for Build-Out Phase The Build-Out Phase for Web Operations will include provisioning for a physical facility furnished with all of the components outlined in this Task Order PWS, establishing a managed services Hosting and Web Operations environment, integrating with current IRS network environment and systems, providing a Content Management and a Search solution, and complying with all of the Security and Privacy requirements identified in “Section C: Statement of Objectives” of this Request for Proposal (RFP).

Overarching requirements for the Build-Out Phase of the Web Operations Task Order PWS include the following:

2.1.1. New IRS Web Environment Services

Infrastructure The Contractor shall provide an infrastructure that includes the physical facilities furnished with hardware, software, middleware, network connectivity, and peripherals required to establish and host the new IRS Web environment and all of the services defined in this Task Order PWS at the agreed upon pricing structure. The Contractor will provide an Infrastructure Composition Report that documents all hardware, software and other assets.

The Contractor shall provide an infrastructure that provides the physical security that will protect IRS assets, data, applications and code from any type of loss, including but not limited to any predicted or unpredicted events, such as those associated with natural disasters, and unexpected disasters in the Contractor’s processing sites. The Contractor shall provide an infrastructure that adheres to Treasury Security Manual [Treasury Directive Policy] TDP 15-71 and provides managed service facilities that are built to Uptime Institute Tier III guidelines. Please refer to http://uptimeinstitute.org for further information.

The Contractor shall provide an infrastructure where all facilities, hardware, software, network, and network connections are located in the United State of America and all connection, and contacts to the IRS hardware, software, network, and workload are approved by the IRS.

The Contractor shall build an extensible infrastructure that will accommodate future IRS Web environment needs and peak demands. The following table outlines current and projected usage, including the peak demand for IRS.gov. More specific detail on current usage can be found in Appendix A, Page Visits on IRS.gov.

Table 2.1 - IRS.gov Website Metrics Critical Measures Filing Season

1/1/2007 – 4/30/2007 1/1/2008 – 4/30/2008 1/1/2009 – 4/30/2009 Projected Annual Growth Number of Downloads from the IRS.gov Website 95,859,501 107,116,703 107,407,791 25% Number of Page Views from the IRS.gov Website 889,559,070 1,157,875,561 1,105,698,804 25% Number of Visits to the IRS.gov Website 137,967,971 180,157,476 194,597,184 30%

The Contractor shall provide the infrastructure that will support current IRS.gov applications including the Political Organizational Filing Disclosure (POFD). Refer to Section J, Attachment L.6 for a list of new IRS.gov applications.

The Contractor shall provide an IRS Web Hosting environment that will meet IRS’ target service levels and maximize the availability of the new IRS Web environment, while protecting its assets from any type of loss and certify that it is ready for use based upon mutually agreed to criteria with the IRS.

The Contractor shall support Operating Systems that represent at least 2 percent (2%) of the browser traffic per month to existing IRS.gov at time of transition.

Infrastructure/Hosting capability shall support browsers that fall below the 2% threshold, as directed by IRS.

The Contractor shall demonstrate proper display of the new IRS.gov content on all supported Browsers and Operating Systems prior to transition to the new production Web environment.

The Contractor shall develop a Transition Phase Operational Readiness Checklist describing all necessary elements to bring the new IRS.gov into production.

Bandwidth Management The Contractor shall build the solution to accelerate the distribution of all forms of digital content on demand, effectively pushing content to improve user response times, and optimize the use of bandwidth and hosting capacity for a variety of multi-channel, collaboration, and networking technologies.

The Contractor shall provide a complete and integrated solution for end-to-end bandwidth management.

The Contractor shall provide a bandwidth management solution that safeguards the new IRS.gov during distributed denial of service attacks and similar threats.

The Contractor shall provide multiple connection configurations to the Content Management solution that will ensure sufficient quality of multi-media delivery.

The Contractor shall provide the capability to meet both predicted and unpredicted user demands and traffic peaks within agreed upon pricing structure and without degradation to service. The Contractor shall use the following Table 2.2, Bandwidth Capacity and Table 2.3, Downloads/File Transfer Protocol (FTPs Bandwidth Estimates to estimate the demand for current and projected traffic for the new IRS Web environment to document a plan for Bandwidth Management.

Table 2.2 - Bandwidth Capacity Category History Projections for 2011 Projections for 2012 Content Data Delivered (GB)*

215,000 GB

335,938 419,922 Online Storage (GB)

100 GB

*Note: Volume projections are based upon 25% growth.

Table 2.3 – Downloads/FTPs Bandwidth Estimates Peak Date Yearly Downloads Bandwidth Estimate 4/16/2007 2,600,056

875 GB

4/15/2008 3,892,928

1,175 GB

4/15/2009 3,280,357

950 GB

*Note: Metrics were derived from current file sizes for the top 20 file requests (approximately 50% of total requested downloads) to provide an estimated total bandwidth usage for all downloads. Note that these are estimates only. Downloads include both Hyper Text Transfer Protocol (HTTP) and File Transfer Protocol (FTP) downloads.

Systems Integration The Contractor shall establish an extensible architecture framework, develop processes and procedures to integrate the new IRS Web environment and interfaces with middleware, data transfer protocols, log file collector, and tools. The Contractor will develop a Transition Plan and Schedule. Refer to Attachment, Current State of the Portals and Help Desk Environment for existing integration component information.

The Contractor shall establish and document a plan for deployment and integration testing of existing applications such that there is no disruption to users, no impact to system performance, and no introduction of errors into production.

The Contractor shall provide processes and procedures to build, transition, and operate the testing environment that includes but is not limited to:

Processes by which an authorized user can add, view, modify, or delete an application transferred into the ITE.

Processes by which an application is transitioned to the pre-deployment testing environment.

The Contractor shall provide processes and procedures for load testing in the ITE. This includes but is not limited to:

The Contractor shall establish a plan and develop processes and procedures that will coordinate with the application developers to integrate and deploy existing and new applications to the new IRS Web environment. All items listed in Section J, Attachment L.6 – New IRS.gov Applications shall be deployed and integrated to the new IRS Web environment.

Web Operations & Maintenance The Contractor shall establish the processes that will maintain the day-to-day functionality, reliability, availability, performance, and security of the applications, business systems, tools, and data residing in or passing through the IRS Web hosting environment, and document these processes in the Operations Management Framework (described in the Program Management and Integration Task Order PWS.)

Alert generation due to application failure Alert generation due to failure of a component of the infrastructure Alert generation due to reaching or exceeding a threshold Availability monitoring Performance monitoring.

Proactive notification of availability of Patches, Fixes, Security Updates, and Upgrades for all Operating Systems

Installation of Operating System Patches Installation of Security Fixes Installation of Upgrades Backup and Restoration of Operating System Files and Configurations/Settings necessary for proper operation of the new IRS Web environment software applications.

Web Operations Content Management The Contractor shall provide IRS with the strategies, technologies, and processes required to create, store, retrieve, approve, aggregate, distribute, and leverage content targeted for delivery via new IRS’ Web environment channels.

The CMS shall provide IRS content administrators with the capability to easily establish custom workflows in support of complex content management business rules (e.g., content that must be reviewed simultaneously by two or more different reviewers).

The CMS shall provide IRS content administrators with the capability to easily assign appropriate permissions for each content manager to access specific workflow categories (e.g., specific content managers may create and review certain content item types, but not be allowed to approve for publishing).

The Contractor shall deliver one or more content management server environments that are separate from the new production IRS Web environment. The content management server environment(s) shall be configured to provide the following capabilities:

The CMS technology platform shall provide the following content and infrastructure features:

The CMS shall provide formatted content to other IRS systems, such as the Electronic Tax Law Assistance (ETLA) system, in a usable format, via either a central repository or a specific data flow to those systems.

The CMS shall integrate with the IRS Lightweight Directory Access Protocol (LDAP) directory.

The CMS shall generate e-mail system alerts to IRS employees as determined by the workflows configured within the CMS.

The CMS shall allow IRS administrators to add, view, modify or delete content administrators using the CMS interface.

The Contractor shall ensure that the CMS can be configured to provide required data for generation of administrative or performance reports.

Support the creation and management of granular content types, as specified in the IRS information model standard. For example, the system shall provide the capability to manage granular types not only at the “object” level (e.g., a news article) but at the content element level (e.g., a definition field).

Support the use of structural and metadata elements and associated business rules to automatically publish the IRS content types in different combinations to different locales and delivery channels.

Enable the creation of compound documents, information maps, and Web pages out of the content units specified in the information model.

Provide maximum flexibility in content reuse by enabling content authors and managers to select opportunistic, systematic, derivative, locked, and nested approaches to reuse.

Opportunistic – the system allows content editors to look for existing objects to reuse. For example, a News Article writer should be able to look for definitions and other existing context content to map into a news article on a topic.

Systematic – the system will automatically reuse content as appropriate – e.g., automatically updating the IRS Glossary page into insert a new or updated glossary term.

Derivative – a content editor can identify an existing object to reuse, and has the ability to modify it for the purpose of the object he/she is creating. However, the derivative version should be linked to the original authoritative source so that all versions of the same content topic can be identified and updated when changes occur.

Locked – an existing object is available for reuse, but cannot be changed (a definition or a standard page footer is a good example of an object that should be locked).

Nested – an object is available for reuse embedded into another object. For example, embedding a definition into a news article/concept object type.

Enable templates to auto-populate specified metadata fields based on user role, content type, or other business rules.

Support multi-level hierarchical taxonomies as controlled vocabularies and aggregate data up to different levels of the taxonomy based on the defined hierarchy.

Allow for management of, and updates to, controlled vocabularies for each field, either within the content management system or through the ingestion of a file managed in an external tool.

Enable content managers to specify rules for managing retroactive changes to content items based on changes in the metadata.

The Contractor shall ensure that the CMS will support English, Spanish, Chinese, Vietnamese, Korean, and Russian.

The Contractor shall ensure that the CMS will associate all versions of the same object in different languages to the authoritative source content in English.

The Contractor shall ensure that the CMS will allow content managers to select a previous version of content (three most recent) to re-publish to the new IRS Web environment (i.e., restore), and where possible, provide version-comparison capabilities.

The Contractor shall ensure that the CMS will provide utilities for IRS content administrators to develop and post dynamic, interactive information to the new IRS Web environment (e.g., simple business rules-driven decision support tools for Web visitors).

The Contractor shall ensure that the CMS will provide utilities that leverage re-usable frameworks and solutions to support multiple applications with similar functionality.

The CMS Content Repository and Library Services shall meet the following requirements:

Allow for connections to an external content repository for viewing, selecting, and ingesting content into the CMS for management as CMS objects.

Provide enough storage growth to accommodate the expected 20% growth rate for content objects within the scope of CMS management.

Allow for separate content repositories within CMS to support public content and intranet content.

Enable automatic publishing, review, archive republishing, expiration, and removal of content.

Track and check relationships between content to ensure that the system updates all pages affected by a modification or deletion of a content object with automated changes.

Provide the option of notifying content owners and managers about the change or auto-republishing of content to remove links to content that is removed from the site.

Support versioning and tracking capabilities of the IRS Website to enable a roll-back of the site to a given date and time for back-up/restore situations and to provide evidence of content that existed on the site for liability purposes.

The CMS user interface shall provide the following capabilities for content managers:

The Contractor shall ensure that the CMS user interface will perform a spell check for certain manual text entry fields.

The Contractor shall ensure that the CMS user interface provides advanced search on all content and metadata elements across multiple content repositories and on ingested content.

The CMS shall provide the capability to preview content items in ‘context’ to the content manager as they would appear when published on the Web page.

Ability to establish new content managers and manage their content management permissions in accordance with established roles and workflows.

Ability to monitor status and activity of content managers using the CMS.

Ability to override standard workflow steps to expedite publishing of content when necessary.

Ability to create, configure and manage canned CMS activity reports and schedule recurring delivery via e-mail to a distribution list.

Ability to modify the display features of the new IRS Web environment (i.e., modify style templates, update header and footer, etc.). Please refer to the Application Services Task Order PWS for more details and configuration requirements.

The Contractor shall provide full details of any technology associated with the CMS and the application development environment, including:

other add-ons required to meet objectives.

The Contractor shall provide CMS training and documentation to IRS content administrators that meets the following minimum requirements:

Deliver training for no less than 50 IRS content area administrators identified by the IRS prior to transition.

Provide no less than 5 hands-on classroom training sessions to IRS content area administrators in Washington DC and Atlanta, Georgia.

Provide detailed, modular instructor and student guides.

Provide training modules that reflect content administration requirements as they relate to the structure and hierarchy of the CMS.

The Contractor shall ensure that the CMS provides Records Retention capabilities that satisfy requirements of the e-Gov Act of 2002.

Web Operations Search The Contractor shall provide a scalable search solution that is reliable, responsive, accurate and optimized.

The Contractor shall provide an industry-proven, industry-standard search engine capability that builds upon new and emerging technologies, yet is customizable, and processes user search requests to find relevant results that enable and enhance audience-based Web self-service.

The Contractor shall provide a search solution that is capable of optimization and customization of search results.

The Contractor shall provide a search engine that will use metadata tagging to optimize results.

The Contractor shall provide a search engine that will accommodate IRS-specific terminology, business requirements, and search request variants including common misspellings and typographical errors.

The Contractor shall provide a search engine that has a customizable spell checking capability that suggests alternative words for misspelled terms.

The Contractor shall provide a search engine that has a context-sensitive help capability.

The Contractor shall provide a search engine that has the capability to suggest additional search terms based on text entered into the search box, to enhance a user’s query.

The Contractor shall provide a search engine that will allow for manual input of suggested search terms for specific query terms or categories of queries.

The Contractor shall augment search terms with IRS-provided search terms.

The Contractor shall provide a search engine that will allow the IRS search engine administrator to either index or not index repositories of information.

The Contractor shall provide a search engine that is capable of multilingual searches that comply with the multilingual requirements for the CMS.

The Contractor shall provide the capability for advanced search features that allow users to search on a set of repositories, parameters, or logical conditions, and their desired values, or ranges of values.

The Contractor shall provide a search engine that will have the option to search within the current search results.

The Contractor shall provide a search engine that has the ability to sort the search results.

The Contractor shall provide a search engine that can accommodate Search Engine Optimization (SEO) techniques to optimize retrieval of new IRS.gov content from common external search engines.

Reports and Analysis The Contractor shall provide a solution to collect, track, analyze, and report accurate and repeatable measurement data to support evaluation of Web performance metrics for site activity, quality, response time, and availability.

The Contractor shall retain performance and usage data for at least three years.

The Contractor shall provide monthly search reports and a real-time ad-hoc reporting capability that list the number of searches of at least the 1,500 most frequently entered and the 1,500 top zero results search terms with the relative percentages for each term.

The Contractor shall provide monthly search reports and a real-time ad-hoc reporting capability that documents search effectiveness through internal and external search engines.

Deliverables for the Build-Out Phase The Contractor shall produce and deliver to the Government, the following work products during the Build-out Phase:

No.

Service Area Deliverable Period Content D.2.1.1 Infrastructure Composition Report Prior to Transition An Infrastructure composition report that at a minimum contains:

Testing and Integration environment Any staging environment Production environment

D.2.1.2 Hosting Ready For Use Certification Prior to Transition Infrastructure Certification of Ready for Use (RFU) based upon mutually agreed criteria with IRS.

D.2.1.3 Hosting Continuity of Operation Documentation Prior to Transition The Contractor shall provide documentation illustrating Continuity of Operation recovery process and procedures.

D.2.1.4 Bandwidth Management Bandwidth Management Plan Prior to Transition Bandwidth Management plan which includes; predictions of future demands, capacity adjustments, and procedures to handle changes in demand for expected or unexpected workloads.

D.2.1.5 Bandwidth Management Test Demonstration Report Prior to Transition To demonstrate capability to deliver multi-Media technologies.

D.2.1.6 Systems Integration Template Prior to Transition Template for integration planning including interface definition.

D.2.1.7 Systems Integration Transition Plan Prior to Transition A plan/schedule outlining the components of the new IRS Web environment that will be subject to integration with the backend system components during transition to the new Web Hosting environment, including a plan for parallel operations.

D.2.1.8 Application Deployment & Integration Integration Test Plan Prior to Transition Plan for application integration test including process and procedures to build, transition, and operate the testing environment.

D.2.1.9 Application Deployment & Integration Transition Test Plan Prior to Transition Transition test plan template for deploying the existing applications.

D.2.1.10 Application Deployment & Integration Load Testing Processes and Procedures Prior to Transition Processes and procedures for load testing in the ITE.

D.2.1.11 Application Deployment & Integration Guide for Application Developers Prior to Transition Plan, processes and procedures for coordinating with application developers to integrate and deploy existing and new applications to the new IRS Web environment.

D.2.1.12 Web Operations & Maintenance Operations Management Framework Prior to Transition Operations Management Framework that documents:

End-to-end Performance Monitoring and Management plan Processes and procedures for storing, retrieving and archiving data Processes for periodic backup and storage A Patch Management Plan.

D.2.1.13 Web Operations & Maintenance License Report

Report of warranties, licenses, and maintenance agreements.

D.2.1.14 Web Operations Content Management Training Guides Prior to Transition Detailed, modular instructor and student guides.

D.2.1.15 Web Operations Content Management Transition Plan Prior to Transition Transition Plan D.2.1.16 Web Operations Content Management Test Plan Prior to Transition Test Plan D.2.1.17 Web Operations Search Optimization Requirements Traceability Matrix Prior to Transition Show the traceability of the Search Engine solution to the IRS requirements.

D.2.1.18 Web Operations Search Transition Plan Prior to Transition Transition Plan D.2.1.19 Web Operations Search Test Plan Prior to Transition Test Plan D.2.1.20 Reports and Analysis Transition Plan Prior to Transition Transition Plan D.2.1.21 Reports and Analysis Test Plan Prior to Transition Test Plan D.2.1.22 All - Web Operations Transition Phase Operational Readiness Checklist

Transition Phase task list describing all necessary elements to bring the new IRS.gov into production.

Exit Criteria for the Build-Out Phase The Contractor shall meet the following exit criteria to complete the build out:

No.

Service Category Exit Criteria E.2.1.1 Infrastructure The Contractor shall successfully demonstrate that all components of the infrastructure have been furnished, integrated, and meet the stated requirements.

E.2.1.2 Hosting The Contractor shall successfully exercise all major hosting components of the infrastructure.

E.2.1.3 Hosting The Contractor shall successfully demonstrate the ability to scale up resources, hardware, and software components to accommodate demand.

E.2.1.4 Hosting The Contractor shall successfully demonstrate a fail-safe test with no critical defects and continuous operations/recovery from any single component or sub-system failure in support of the 99.99% availability metric.

E.2.1.5 Bandwidth Management The Contractor shall successfully demonstrate the ability to meet predicted and unpredicted demands including peaks, within agreed upon pricing structure.

E.2.1.6 Bandwidth Management The Contractor shall successfully demonstrate the capability to deliver multi-channel, collaboration, networking tools, Web services, and multi-media technologies.

E.2.1.7 Systems Integrations The Contractor shall successfully demonstrate the integration of a sample new IRS.gov application.

E.2.1.8 Application Deployment & Integration Successfully demonstrate integration testing and deployment of at least one sample application using existing technology, such as an application developed using CGI technology.

E.2.1.9 Application Deployment & Integration Successfully demonstrate integration testing and deployment of at least one new application using new technology.

E.2.1.10 Web Operations & Maintenance The Contractor shall successfully demonstrate typical scenarios for all applicable ITIL-compatible processes as well as other scenarios agreed upon by the IRS.

E.2.1.11 Web Operations & Maintenance The Contractor shall successfully demonstrate the capability to run and manage parallel operations during the Transition Phase.

E.2…