Section J - Section L.4 Attachment Web Application Services Task Order Performance Work Statement.rtf

IRS Web Portal Acquisition Request for Proposals 26 January 12, 2010 file_0.emf file_1.wmf

Internal Revenue Service

ATTACHMENT L.4

IRS Web Portal Acquisition Request for Proposals Web Applications Services

Version 6.0

January 12, 2010

ATTACHMENT L.4 ■Web Applications Services ■ Version 6.0 Table of Contents

Change History

Revision # Date Change Description/Purpose

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 design, build, deploy and maintain a new Internal Revenue Service (IRS) Web environment display solution (using the content management solution (CMS) described in the Web Operations Task Order Performance Work Statement (PWS) to enable the presentation of Web content and applications, that is characterized by an agile environment in which continual improvements can be rapidly deployed, retrieval of content is optimized, and flexibility to grow with the evolution of IRS online content and services is provided.

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 the implementation of a redesigned Web presentation layer using the new CMS, that incorporates user-centered design principles; transitions all IRS.gov Web applications from the existing Public User Portal (PUP) platform to the new IRS.gov, ensuring consistency of operation and adherence to standards of the new Web environment; and transitions all IRS.gov Web tools, utilities and functionality from the existing PUP platform to the new IRS.gov, ensuring consistency of operation and adherence to standards of the new IRS Web environment. (Refer to Section J, Attachment L.6 – New IRS.gov Applications).

Phases The work will be divided into three phases:

The new IRS.gov must be transitioned to the new Web operations environment within one of two IRS non-filing season windows: (1) May through July 2011; OR (2) May through 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, Statement of Objectives, to build, transition, and operate the new public-facing Web environment for the IRS. The Content Management and Search 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 Orders. The relevant Content Management and Search elements for Web Applications Services are noted below.

The Service Categories include:

The high level products and services described above for the Web Application Services Task Order PWS are illustrated in Figure 1.

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Figure 1 – Web Application Services Task Order PWS within Program Context Purpose The purpose of this Task Order PWS is to:

Task Order PWS for Web Application Services Requirements for Build-Out Phase The Build-Out phase for Web Application Services includes the designing, building, testing and deployment of a new presentation solution for the IRS Web content and a new framework for porting and rebuilding current applications, tools, utilities and functionality to the new IRS.gov environment. The Contractor will build an application development/testing environment for transition of all applications, tools, and utilities listed in the New IRS.gov Applications found in Section J, Attachment L.6.

Contractor personnel must complete the Minimum Background Investigation (MBI) security clearance prior to commencing work on this phase of the project. The interim approval process may take up to 3 to 4 months.

The Contractor shall provide project management services necessary to complete all Build-Out phase work elements. Project manager activities will comply with the Program Management, Project Management, Software Development Lifecycle, and Operations Management Frameworks approved in the Program Management and Integration Services Task Order PWS.

Web Design/Development The Contractor shall design, build, test and deploy a new presentation solution for IRS Web content.

The Web content presentation solution will allow display of content from the Content Management Solution to the World Wide Web.

The content presentation solution will include standard templates for display of the various content types as outlined below in the Specifications (to be defined more completely in the new IRS.gov Information Model and the new IRS.gov Information Architecture documents provided at time of contract award).

The Web content presentation solution must use the new IRS.gov Information Model and Information Architecture, and associated business rules, to arrange and display content (to the extent possible, in a dynamic fashion).

The Web content presentation shall embed applications for display purposes (at the very least) in order to provide a consistent experience for site visitors.

Current applications and tools shall be migrated to the new platform.

Action Chamber

Identity Chamber Main Navigation Chamber Body Chamber Anchor Chamber Tiered Navigation Assets Page Elements Page Types Styles.

PDFs (Portable Document Formats) There are currently more than 30,000 PDFs on IRS.gov. For each PDF, the CMS will need to automatically apply certain tag information based on title and content hierarchy, as well as facilitate the manual entry of additional tags. The CMS will also need to generate “(.pdf)” after every link to a PDF to identify a non-Web page format for delivery to the visitor.

Images The CMS will need to accommodate images associated with design as well as images associated with content elements. Formats will include (but not be limited to), .jpg, .gif and .png. Bitmap images (.bmp) will be prohibited. The CMS will need to generate the appropriate tag information based on title and content hierarchy, as well as facilitate the manual entry of additional tags.

Flash Container The CMS will need to accommodate embedded Flash files associated with design as well as Flash files associated with content elements. Formats will include (but not be limited to), swf. The CMS will need to generate the appropriate tag information based on title and content hierarchy, as well as facilitate the manual entry of additional tags.

Code Container The CMS will need to accommodate embedded code associated with content elements. Formats will include (but not be limited to) HTML, XHTML, DHTML and JavaScript, as well as image file types described above. This will allow for freeform entry of information and tools that require special layout or stand-alone interactivity (e.g., modeling tool). The CMS will need to generate the appropriate tag information based on title and content hierarchy, as well as facilitate the manual entry of additional tags.

Other File Types (up to 10) The CMS will need to accommodate embedded code associated with content elements. Formats will be determined at the time of engagement and may require the display of the file extension at page delivery. The CMS will need to generate the appropriate tag information based on title and content hierarchy, as well as facilitate the manual entry of additional tags.

The Contractor shall configure a new IRS.gov content management solution to accommodate the following page types (maximum number that the Contractor shall build is shown in parenthesis behind each page type):

Home page (up to 50) The home page layout may be used for pages beyond the entry point for IRS.gov. As a result there will be a need to be able to duplicate its layout.

Broker page (up to 200) The broker page layout will be used for top level pages accessed via links within all chambers except the body chamber. The broker page will also be a launch point for any second-tier navigation elements, as well as highlights and features.

Content page (up to 70,000) The content page will represent all content that is accessed via tiers two through five of the multi-tiered navigation structure. This page will also facilitate the inclusion of highlights and features with the option to display the same highlights/features of the page that is higher in the hierarchical model or manually associated highlights and features.

Container page (up to 50) The container page will be used for embedding applications, code containers, and Flash containers. Sub-navigation, features, and highlights are optional or may be embedded within the application or sub-containers.

Query page (up to 50) The query page will be used for delivering lists of items to visitors. Common examples include forms, publications, notices, etc. These pages will deliver CMS-categorized content and allow query/display of various content elements. Configuration capability will need to be provided since pages may have distinctive purposes. In addition, these pages will need to facilitate sorting, refined queries, etc.

Calendar page (up to 50) The calendar page will be used to display a series of events in calendar format.

Event page (up to 500) The event page will be used to display individual events displayed on a calendar page.

List pages (up to 50) List pages will be used to display items that need to be listed. Pages will vary in design depending on layout, functionality, and abstract requirements.

Other page types (up to 10) Other page types may be required.

The Contractor shall configure a content management solution to accommodate the following page elements (Examples of possible locations of page elements are shown in 2.1.5.5 Mock-ups.):

Note: The Body Chamber is flexible in width and will expand to the full 960 pixels in width in the absence of highlights, features or sub-navigation elements.

Anchor Chamber – section located on the bottom of every page. Contains helpful links for users.

Navigation Structure (see specifications below).

Table-data driven (to display asset lists, data, etc.)

Image element Container element (Flash and Code types) Application (used for embedding application code within IRS.gov layout and navigation structure Poll element (one-question pulse gatherer), which may be incorporated into a feature or highlight element. Will send responses to database and allow for displaying results within poll element Survey element (multi-question opinion gatherer), which may be incorporated into the main body chamber. Will send responses to database and allow for displaying resorts via report element

Web Application Development and Maintenance The Contractor shall design, build, test and deploy a new framework for porting or rebuilding all items listed in Section J, Attachment L.6 – New IRS.gov Applications.

The application development/testing environment shall allow concurrent development and testing of multiple (e.g., 10) applications, tools, utilities and functionalities and reconcile changes.

The application development/testing environment must be available and accessible to IRS and/or outside Contractors to use in testing applications developed externally.

IRS employees must be able to access the application development/testing environment from within the IRS network to conduct remote User Acceptance Testing.

The Contractor shall analyze all items listed in Section J, Attachment L.6 – New IRS.gov Applications and develop a plan for migrating each to the new environment.

For each application, the Contractor will define whether the application will be ported to the new environment “as is,” or whether the application will be rebuilt prior to deployment in the new environment.

For each application to be rebuilt, the Contractor will describe the approach that will be used to develop the application for the new environment. Where appropriate, applications will be identified as candidates for rebuilding through the inherent CMS application development framework (see Web Applications Content Management section below). Specifically:

Migrated applications will need to be displayed within the main navigation framework, while maintaining their main functional purpose and connectivity

Migrated applications will need to reflect style guide requirements to ensure a perception of seamless integration with the new IRS.gov environment.

Web Application Content Management The Content Management Solution (CMS) should be a cornerstone of the new IRS.gov environment. Most market-leading content management systems possess an inherent application development framework, which is a requirement for any proposed solution. Specifically:

IRS will need the ability to develop interactive forms to serve as an application interface to back-end data

IRS will need the ability to make modifications to interactive form field properties (initial value, assigned value, action, character type, style class, etc.)

IRS will need the ability to make modifications to the presentation layer (instructions, form field labels, etc.).

Web Application Search The Contractor shall describe the process to be used for monitoring and optimizing retrieval of new IRS.gov content from common external search engines.

The Contractor shall provide a process and plan for assisting IRS in continually optimizing the new IRS.gov internal search engine (i.e., updates to thesaurus terms, etc.) to retrieve relevant results.

Specifications The Web design will be based on the following common scheme for presentation areas (“Chambers”).

Page elements will be served within the chambers.

Page assets will be accessed via the chambers or elements.

There will be a five-tiered navigation structure that reflects the hierarchy of the new IRS.gov information architecture model:

Navigation Level 1(Top Level Navigation)

Appears on every page

Includes the Main Navigation Chamber Navigation Level 2 (Second Level Navigation)

Located on the left

Appears on all pages within Navigation Level 1 Navigation Level 3 (Third Level Navigation)

Located on the left

Appears as expanded version of Navigation Level 2 Only appears when a link within Navigation Level 2 is selected Navigation Level 4 (Fourth Level Navigation)

Located on the right

Appears as a new listing of links Only appears when a link is selected within the Navigation Level 3 Navigation Level 5 (Fifth level navigation)

Mock-ups showing examples of chambers and navigation layouts are shown below:

Home Page/Navigation Level 1 Mock-up:

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Navigation Level 2 Mock-up:

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Navigation Level 3 Mock-up:

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Navigation Level 4 Mock-up:

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Navigation Level 5 Mock-up:

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Deliverables for 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.3.1.1 Web Design/ Development Testable Web presentation layer Contractor Proposed Includes environment for testing presentation layer for usability and other design acceptability testing.

Web presentation layer demonstrates:

fully developed navigation structure fully developed content chambers connectivity to the Content Management Solution to appropriately populate developed content chambers adherence to new IRS.gov style guide and layout specifications D.3.1.2 Web Design/ Development Documentation of Web presentation layer standards Contractor Proposed For inclusion in the new IRS.gov Style Guide D.3.1.3 Web Design/ Development Common presentation templates Contractor Proposed May be draft – For delivery to outside developers who may be creating or modifying Web applications D.3.1.4 Web Design/ Development Completed Web presentation design Contractor Proposed The Contractor will demonstrate the completed Web presentation design prior to migration of content to the Content Management Solution, and make any necessary adjustments D.3.1.5 Web Application Development and Maintenance Migration Plan for existing applications Contractor Proposed For each application, plan will describe planned modifications to the application to enable it to conform to the new IRS.gov Style Guide and other new IRS Web environment standards D.3.1.6 Web Application Content Management Content Management Solution (CMS) Contractor Proposed Fully configured and customized content management solution meets requirements and accommodates all necessary functional, administrative, and interactive and design elements D.3.1.7 Web Application Search Search Engine Optimization (SEO) service plan Contractor Proposed Description of the CMS configuration and processes/procedures planned to enhance visibility of IRS content in external search engines D.3.1.8 All - Web Applications Services Transition Phase Operational Readiness Checklist Contractor Proposed Transition Phase task list describing all necessary elements to bring the new presentation layer and transitioned applications into production.

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

No.

Service Category Exit Criteria E.3.1.1 Web Application Content Management The staging environment for content migration will be available 6 months prior to the go-live date for the redesigned new IRS.gov site.

E.3.1.2 All - Web Application Services The IRS shall review and approve all Build-out Phase deliverables.

E.3.1.3 All - Web Application Services Contractor shall provide appropriate documentation associated with all deliverables.

E.3.1.4 All - Web Application Services Contractor shall ensure proposed solutions meet performance and functional requirements prior to engaging in transition phase of engagement E.3.1.5 All - Web Application Services Transition Phase Operational Readiness Checklist content is completed and approved by the IRS.

E.3.1.6 All - Web Application Services Completed Web presentation design approved by IRS.

Requirements for Transition Phase The Transition phase for Web Application Services includes services and work products for migrating approximately 70% of the current content, and transitioning applications to the test environment for User Acceptance Testing of both ported and rebuilt applications.

The Contractor shall provide project management services necessary to complete all Transition Phase work elements. Project manager activities will comply with the Program Management, Project Management, Software Development Lifecycle, and Operations Management Frameworks approved in the Program Management and Integration Services Task Order PWS.

Web Design/Development The Contractor shall transition the new presentation solution for IRS Web content to the production environment.

Web Application Development and Maintenance The Contractor shall port or rebuild Web applications in the application development/ testing environment, as outlined in the migration plan deliverable.

Deliverables for Transition Phase The Contractor shall produce and deliver to the Government, the following work products during the Transition Phase:

No.

Service Area Deliverable Period Content D.3.2.1 Web Application Content Management Tested and accepted Web presentation layer Contractor Proposed IRS will verify that CMS configuration allows content from the CMS to display as planned (includes business rules for automatic placement and aggregation of content), and that business rules for user interactions are working properly.

D.3.2.2 Web Application Development and Maintenance Tested and accepted Web all applications to be integrated into the new IRS Web environment Contractor Proposed IRS will verify that applications are working properly and correctly access any back-end database. IRS will also verify application security.

D.3.2.3 Web Application Development and Maintenance Application Deployment Plan Contractor Proposed The Contractor will collaborate with the Web Operations Contractor to develop the plan for migrating applications from the development/testing environment to the production Web environment.

D.3.2.4 All - Web Service Applications Updated Transition Phase Operational Readiness Checklist Contractor Proposed The Contractor will complete all web applications services items on the Transition Phase Operational Readiness checklist and receive IRS approval to transition into production status.

Exit Criteria for Transition Phase The Contractor shall meet the following exit criteria to complete the Transition phase:

No.

Service Category Exit Criteria E.3.2.1 All - Web Application Services The IRS shall review and approve all Transition Phase deliverables.

E.3.2.2 All - Web Application Services Contractor shall provide appropriate documentation associated with all deliverables.

E.3.2.3 All - Web Application Services Contractor shall ensure proposed solutions meet performance and functional requirements prior to transitioning applications into production.

E.3.2.4 All - Web Application Services IRS approval of the Transition Phase Operational Readiness checklist and authority to bring the new presentation layer and transitioned applications into production.

Requirements for Provision of Ongoing Web Application Services The Ongoing Services phase for Web Application Services will include the provision of ongoing web applications services including maintaining all tools/applications, continual optimization of the site based on user experience, and defining requirements, designing, testing, and deploying new applications as requested.

The Contractor shall provide project management services necessary to complete all Ongoing Phase work elements. Project manager activities will comply with the Program Management, Project Management, Software Development Lifecycle, and Operations Management Frameworks approved in the Program Management and Integration Services Task Order PWS.

Web Design/Maintenance The Contractor shall maintain the Web presentation solution and work with the IRS to identify potential Web design enhancements.

Web Application Development and Maintenance The Contractor shall maintain all applications (including tools, utilities and functionality) that were rebuilt and deployed.

The Contractor shall make yearly updates to tax filing season-related applications, as directed by IRS.

The Contractor shall, if requested, work with IRS to define requirements, design, build, test, and prepare for deployment, new applications (including tools, utilities and functionality) for the new IRS Web environment.

Web Application Content Management The Contractor shall maintain the configurations in the CMS and, if directed by IRS, make updates that will allow site administrators and content contributors to modify, enhance or create new content areas or site components, and provide necessary training to no more than 5 IRS users.

Web Application Search The Contractor shall monitor retrieval of new IRS.gov content from common external search engines and identify opportunities to optimize new IRS.gov search results The Contractor shall provide reports of Search Engine Optimization (SEO) findings and recommendations to IRS on a monthly basis.

Deliverables for Ongoing Services Phase The Contractor shall produce and deliver to the Government, the following work products during the Ongoing Services Phase:

No.

Service Area Deliverable Period Content D.3.3.1 Web Application Development and Maintenance Yearly updates to applications that the Contractor rebuilt for Transition, unless IRS indicates otherwise Contractor Proposed Includes Project Planning support for Requirements Gathering, Design, Development and Testing of the updated application.

Success Criteria for Ongoing Services Phase The Contractor shall meet the following success criteria for ongoing services:

No.

Service Area Success Criteria E.3.3.1 All - Web Application Services Contractor shall ensure all deliverables are executed in a timely manner, free of error and transition is appropriately planned.

E.3.3.2 All - Web Application Services Contractor shall provide appropriate documentation associated with all deliverables.

E.3.3.3 All - Web Application Services Contractor shall ensure proposed solutions meet performance and functional requirements prior to engaging in deployment of applications to the production Web environment.

Performance Standards The following Service Level Objectives (SLOs) will be used by the IRS to measure the Contractor performance. The Contractor shall collect and report on data that documents achievement or failure to achieve the stated objectives. The Contractor may propose additional or alternate performance metrics, with rationale supporting how those metrics will advance IRS objectives, for IRS consideration and approval.

Government-Proposed SLOs No.

Service Level Agreement Service Level Objective Service Objective Conditions S.3.3.1 Number of Defects The number of defects reported by customers after each modification to the presentation layer moves into production shall be zero 100% of the time.

Measured by occurrence and averaged monthly.

S.3.3.2 Deployment of Updates and Enhancements 100% of updates and enhancements are deployed within 5 business days.

Measured by occurrence and averaged monthly once the deployment schedule is agreed upon.

S.3.3.3 Documentation and Training for Updates 100% of documentation and training for each update to the presentation layer is provided to the IRS within 20 days prior to production rollout.

Measured by occurrence and averaged quarterly.

S.3.3.4 Deployment of New Applications 100% of new applications shall be deployed in the production environment within 5 business days.

Measured by occurrence and averaged monthly once the deployment schedule is agreed upon.

S.3.3.5 Deployments Outages 100% of developed applications are available for use after completion of the deployment and there is no outage attributed to the application after the completion of the transition as measured the zero trouble tickets.

Measured by occurrence and averaged quarterly.

S.3.3.6 Critical Defects during Testing Percent of critical defects found during testing meets target service level as defined in System Test Plan.

Measured by occurrence and averaged quarterly using the total number of test cases divided by the number of defects in each defect category, as defined in the System Test Plan.

Appendix A - Task Order Specific Clauses Task Order Type The government anticipates issuing a fixed price, plus award fee task order for Web Applications Services against the resulting IDIQ contract.

Task Order Period Of Performance The period of performance for this task order consists of one-year base and two one-year option periods.

52.217-8 Option To Extend Services (NOV 1999) The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates Secretary of Labor. The options provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor within 60 days before the contract expires.

52.217-9 Option to Extend the Term of the Contract (MAR 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor within 30 days, provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 60 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed three years.

Award Fee – General Award fees will be applicable to the Contractor’s performance of all fixed price task orders issued during an evaluation period. The amount of the award fee that the Contractor actually earns will be based on an assessment by the Government of the evaluation factors specified in each individual award fee type task order. The evaluation of the Contractor’s performance on the task orders and the determination of award fees will be accomplished with an Award Fee Plan. The Fee Determination Official (FDO) will unilaterally determine the amount of award fee for performance on the task orders issued during the evaluation period. The Contractor shall be promptly advised in writing of the determination and reasons why the award fee was, was not or partially earned by the TOCO.

E.1 Award Fee Plan The Government shall unilaterally establish an Award Fee Plan and performance evaluation process for FPAF task orders. Contractor performance shall be evaluated according to the Award Fee Plan. Contractor performance shall be evaluated according to the Award Fee Plan. The Contractor shall be periodically informed of the quality of its performance and areas in which improvements are expected. For application to task orders, this plan shall include the criteria used to evaluate each area of performance and the percentage of award fee (if any) available for each area. A copy of the plan shall be provided to the Contractor fifteen (15) calendar days prior to the start of the evaluation period.

The criteria contained within the Award Fee Plan will be based primarily on the Contractor performance on award-fee task orders related SLOs and the Quality Assurance Surveillance Plan (QASP) standards defined in each task order issued during the evaluation period. Performance evaluation criteria will include (but not limited to) (1) technical (including schedule) requirements, if appropriate; (2) Management requirements; and (3) Cost/Price.

The Contractor shall submit self-evaluations of performance for each period under consideration. These self-evaluations will be considered by the Government’s Award Fee Review Board (AFRB), lead by the Fee Determining Official, in reaching its determination. Detailed information pertaining to the AFRB and FDO will be provided to the Contractor upon award and maintained in the task order file.

The Award Fee Plan is located in Section J, Attachment H.5 of this solicitation.