EXHIBIT_A_UC_Soft_Client_Contract_Data_Requirements_Summary_List_DDForm1423.docx

Unified Capabilities Soft Client Contract Data Requirements List (CDRL) Summary

The contractor shall provide for users with the ability to opt-out of email notifications.

Final to be submitted within 30 days of contract award. Document shall be updated every 30 days thereafter.

Develop and maintain an Integrated Master Schedule (IMS) using Microsoft Project that is vertically traceable to the contractor’s WBS and the requirements of the PWS.

Document shall be updated during contract performance as required.

Describes the overall plan, procedures, and controls that the contractor will use to provide and maintain a satisfactory quality system for the duration of the period of performance. The contractor shall periodically update the QCP as changes in program processes are identified

• Implement and maintain processes for the management of assets/configuration items.

• Manage all GFE from procurement to disposal

• Manage, maintain, update, and enhance the Configuration Management System and its relationship to other systems and artifacts. Process artifacts, such as incident, problem, and change records.

• Activities during reporting period, by task (include: on-going activities, new activities, activities completed; progress to date on all above mentioned activities). Start each section with a brief description of the task

• Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them

• Government actions required

• Schedule (show major tasks, milestones, and deliverables; planned and actual start and completion dates for each)

• • Service Level Management statistics

• Availability Management statistics

• Capacity Management statistics and progress

• Demand Management statistics

• Incident, Request, and Trouble Ticket Summary

• Service Desk Summary

• Change Management activities

• Maintenance activities

• Updated risk analysis

• Other contractor activities in support of the service delivery

• Lay out the organizational structure that will support risk management by identifying planning responsibilities, mapping them to contractor staff, identifying dependencies, and presenting the schedule for performing and completing this work

• Using a Responsible, Accountable, Consulted, Informed (RACI) matrix approach, define personnel roles, responsibilities and accountability for executing the risk management plan and monitoring performance, map these responsibilities to contractor staff, and identify interfaces

• Define the lifecycle management risk mitigation process

• Define controls that the contractor will use to minimize risk to operations

• Address the risks associated with changes to the existing infrastructure, introduction of new elements into the infrastructure as well as external factors, such as technology trends and changing business environment

• Conduct a risk analysis (e.g., risk identification and assessment) and brief results to the Government on a regular basis

• Schedule, attend, provide input to, and manage monthly risk management meetings

• Update the status of existing and new contractor risks for inclusion in the MPSR

• Prepare and present new program risks with proposed mitigation plans and strategies and report on the mitigation status of existing risks

• Integrate the risk management processes with the IT service management processes in conformance with ITIL best practices.

• Points of contact

• Location of technical and project management documentation, data, and methods of providing these to the incoming service provider

• Status of ongoing technical initiatives

• Appropriate contractor-to-contractor coordination to ensure a seamless transition

• Actions required of the Government

• Methods of measuring transition risks that includes a complete inventory of transition risks with assigned severity and probability, and response plans to address the risks either through avoidance, mitigation, or other means

• Method of establishing and maintaining effective communication with the incoming service provider for the period of the transition via weekly status meetings.

Detailed knowledge transfer including the following:

• Methods for ensuring that all information assets and related configuration information is up-to-date and available for the Government’s review at least 120 calendar days prior to the end of the contract

• Deliver electronic copies of all Government data and information stored in the contractor’s systems in the format requested by the Government within 15 workdays from request

• Turn over all administrative access information, i.e., user-name and password, to the Government at least 90 calendar days prior to the end of the contract

• Provide process descriptions and detailed procedures for all systems management and support processes and update as necessary during the transition-out

• At end of the system life cycle or upon termination or expiration of the contract, the Contractor-owned and operated information system media will be maintained or turned over to the Government or sanitized and inspected by the Government for NIPR And or Destroyed if classified, in accordance with the DoD Cloud Computing Security Requirements Guide, Version 1, Release 2.

Service Status report shall be updated daily.

The contractor shall make the following performance metrics available on demand by authorized Government personnel, with the status updated daily:

· Availability (core, by region/DECC)

· Text description of major outages resulting in greater than 1-hour of unscheduled downtime (include root cause and fix when identified)

· Call Quality (voice/video, at the edge, by region and end user device type)

· Mean Opinion Score (automated)

· Drops / Unable to Connect

· Latency

· Usage (registered users, number of active users, number of sessions by type, number of internal/external logins, minutes of use, minutes of use by organization, peak usage, peak use times, etc.)

· Number of Help Desk/customer service requests received

· Number of Trouble Tickets opened

· Number of Trouble Tickets closed

· Number of closed tickets re-opened

· Breakdown of tickets opened by region / site

· Average mean time to respond to Trouble Tickets (time between trouble ticket opened and the first contact with customer)

· Average mean time to resolve trouble ticket

· New user service activations Call Detail Records (filterable by organization to support unit spot checks)

· Backend infrastructure deployment progress

· Number of users successfully on-boarded

· Number and organizations that failed to on-board

· Issues and lessons learned

· Revised targets for the remainder of the implementation period Implementation and fielding will be completed in accordance with approved Government guidance, plans and/or documentation.

· Utility in support of the mission. Includes gathering specific examples or use cases where the service was employed to enhance effectiveness. All cases where the service reduced effectiveness must be captured, retained and reported by the service provider.

· Usability with a focus on how well users can learn and use the service to achieve their goals. Usability should be assessed across several factors:

· Intuitive design: a nearly effortless understanding and ability to navigate to and within the service to access all functionality.

· Ease of learning: how fast a user who has never seen the user interface before can accomplish basic tasks.

· Efficiency of use: how fast an experienced user can accomplish tasks.

· Memorability: after using the service, if a user can remember enough to use it as or more effectively in the future.

· Error frequency and severity: how often users make errors while using the service, how serious the errors are, and how users recover from the errors

· Subjective satisfaction: If the user likes using the service

· Overall quality of the service.

Additional breakdown of each of the above high level survey elements is expected by the contractor. For example, ease of use can include sub-elements that highlight individual functional elements of the service’s capabilities.