It Operational Support Services
It Operational Support Services
Warning:
The Statement of Work (SOW) paragraphs, Contract Data Requirements List (CDRL) items, and
Data Item Descriptions (DIDs) identified for your type of acquisition are recommendations only.
You are expected to modify or add SOW paragraphs, CDRLs, or DIDs to address the specific
requirements of your program.
Table of Contents
1.0 INTRODUCTION AND OVERVIEW..............................................................................................................1
1.1 BACKGROUND...................................................................................................................................................1
1.2 SCOPE OF WORK...............................................................................................................................................1
1.3 OBJECTIVES........................................................................................................................................................1
2.0 REFERENCES....................................................................................................................................................2
2.1 REGULATORY AND STATUTORY REQUIREMENTS..................................................................................2
2.2 DOT AND FAA POLICIES AND ORDERS.......................................................................................................2
3.0 REQUIREMENTS..............................................................................................................................................2
3.1 TASKS..................................................................................................................................................................3
3.1.1 INTERNET/INTRANET (I.E., WEB) TECHNOLOGIES AND WEB SYSTEM OPERATIONS TASKS...............3
3.1.2 DOCUMENTATION TASKS....................................................................................................................................3
3.1.3 OPERATIONS SUPPORT (DAY-TO-DAY) TASKS................................................................................................4
3.1.4 MANAGEMENT PLANNING AND PERFORMANCE TASKS..............................................................................5
3.2 END RESULTS/DELIVERABLES......................................................................................................................6
3.2.1 INTERNET/INTRANET (I.E., WEB) TECHNOLOGIES AND WEB SYSTEM OPERATIONS TASKS...............6
TABLE 1: INTERNET/INTRANET (I.E., WEB) TECHNOLOGIES AND WEB SYSTEM OPERATIONS TASKS.............6
3.2.2 DOCUMENTATION TASKS....................................................................................................................................7
TABLE 2: DOCUMENTATION TASKS..................................................................................................................................7
3.2.3 OPERATIONS SUPPORT (DAY-TO-DAY) TASKS................................................................................................7
TABLE 3: OPERATIONS SUPPORT (DAY-TO-DAY) TASKS..............................................................................................8
3.2.4 MANAGEMENT PLANNING AND PERFORMANCE TASKS..............................................................................9
TABLE 4: MANAGEMENT PLANNING AND PERFORMANCE TASKS............................................................................9
3.2.5 SPECIAL REQUIREMENTS TASKS........................................................................................................................9
TABLE 5: SPECIAL REQUIREMENTS TASKS....................................................................................................................10
3.3 SCHEDULES/MILESTONES............................................................................................................................10
TABLE 6: SCHEDULES/MILESTONES................................................................................................................................10
3.4 OTHER CONSIDERATIONS............................................................................................................................10
4.0 PROGRESS/COMPLIANCE...........................................................................................................................11
5.0 SPECIAL PROJECTS......................................................................................................................................13
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1.0 INTRODUCTION AND OVERVIEW
This task related statement of work (SOW) will be issued for information technology (IT)
operational support services to the FAA.gov Internet/Intranet Web operations environment.
1.1 BACKGROUND
The Office of the (Identify your Office) has responsibility for Internet and Intranet Web
Operations services. This task will provide for IT operational support services to the
Internet/Intranet environment operated by (Identify your Office).
1.3 OBJECTIVES
The following are the specific objectives of this SOW:
1. To provide a variety of current and future IT operational support services to the
Internet/Intranet environment operated by (Identify your Office).
2. To develop and maintain select current and future Web pages for Web clients, Agency
groups, and vendors supporting Web clients per Service Level Agreements.
3. To operate and maintain all Web operational and test servers and other elements of Web
operations, as well as capacity planning to ensure performance.
4. To support any future technologies or special projects incorporated into the architecture at
the full life-cycle level with incremental implementation.
5. To respond to Web-oriented customer ticket requests as logged and forwarded to the
Internet/Intranet Operations staff by the Web Operations Helpdesk.
6. To perform selected backup and recovery procedures, as necessary.
7. To perform IT Security procedures including but not limited to reviewing system security
logs and news services that publish computer security warnings.
8. To perform Internet traffic analysis via traffic monitoring.
9. To support the FAA Web Consolidation Initiative by technically and programmatically
facilitating the migration and consolidation of web sites and web applications.
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2.0 REFERENCES
FAA Internet and Intranet policies and orders (e.g., Password Administration Notice (1370.38),
Internet Access Points Policy (1370.83), Internet Services Policy (1370.84)).
FAA Information Systems Security policies and orders (e.g., ISS Program Policy (1370.82)).
3.0 REQUIREMENTS
The Contractor must provide information technology (IT) Web operations support services for
the Internet/Intranet environment managed by (Identify your Office). Government personnel,
working as needed with the contractor project manager in support of this area, shift resources,
staff and expertise as required for optimal efficiency and output. The contractor must provide
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similar assistance, with staff and resources supporting more than one functional area as required
to achieve optimal expert support and efficient use of staff labor.
The contractor must provide and maintain support personnel with appropriate skill sets, (such as
Program Manager, Programmer/Analyst, Data Architect, Principal IT Architect, and Senior
Software Engineer) and ensure that these skills are maintained through ongoing requisite
training, to successfully complete all assigned tasks.
3.1 TASKS
Web Technologies and Web System development and support functions include the capability to
perform system analysis, design, development, implementation and testing of Web
pages/systems and technology implementations. Web technology implementation will include
coordination with vendors and agency groups supporting Web clients, and support for the
implementation of automated systems using Internet technologies. Specific tasks include
planning, analysis, troubleshooting, integration, installation, operations, maintenance,
infrastructure design, application migration; documentation, and administration services for the
FAA’s Web servers and Web technology implementations. The contractor will assess incoming
development, server and special projects for implementation feasibility. The contractor will
advise the Government of those projects that require support above the level consistent with
maintaining effective daily operations for approval before work is started.
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3.1.2.3 Provide Infrastructure and System Services
The Contractor must provide assistance with infrastructure design; perform system and
application migration services and maintain system architecture and schematics on hardware,
software, circuits, and codes for each system and user.
The Contractor must support Commercial Off-the-Shelf (COTS) applications as required, such as
functional and technical test and evaluation of the software including database design, network
performance, etc. The Contractor may be required to develop an interface with the application
and install the software and any updates and upgrades. The Contractor must support log
analysis; infrastructure design; application and system migration; data conversion,
implementation, and maintenance of the system.
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The Contractor must support a development, staging, and production environment which utilizes
ORACLE RDMS and MS SQL for use by FAA developers as standard Back-End for in-house
and COTS applications.
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on leave, notification will be given to the COTR. If the leave is known in advance, advance
notification will be given so that the workload may be balanced. If the leave is unexpected,
notification will be given to the COTR at the time of the occurrence.
3.2.1 Internet/Intranet (i.e., Web) Technologies and Web System Operations Tasks
Table 1 provides the required deliverables for the Internet/Intranet (i.e., Web) Technologies and
Web System Operations Tasks (Section 3.1.1). Table 1 includes the end result/deliverable,
acceptance criteria, and intended use, when applicable:
Table 1: Internet/Intranet (i.e., Web) Technologies and Web System Operations Tasks
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3.2.2 Documentation Tasks
Table 2 provides the required deliverables for the Documentation Tasks. The table includes the
end result/deliverable, acceptance criteria, and intended use, when applicable:
Maintain a Project Management Plan with Project Management Plan is Web and Infrastructure
milestones. developed and delivered within 30- Planning.
days of contract signature and
updated quarterly.
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Draft a conceptual and physical system design and Develop and maintain a conceptual Configuration Management
system requirements to include database design, and physical system design and Purposes.
process flows, forms, inputs, outputs and inquiries. requirements of the Web operations
systems.
Update and maintain system documentation that will A system architecture/schematic is Configuration Management
capture functional interface, integration, data security developed and maintained for all Purposes and for Security and
and internal control requirements, data sensitivity and elements of the FAA.gov Web information assurance purposes.
criticality description, system/subsystem or modules, operations and for SCAP purposes.
program, database design, security and internal
control specifications.
Perform implementation, testing, operation and life Develop and maintain Configuration Management
cycle management of Web operations systems and documentation (SOP’s) for all Purposes.
technology implementations including Web page elements of the FAA.gov Web
development coordination with agency groups and operations.
vendors supporting Web clients.
Support the implementation of automated systems Automated systems that use Web Customer Satisfaction Metrics.
that use Web technologies. technologies are supported in
accordance with established SLAs.
Review implementation plans to ensure that expected The Government will review Configuration Management
system resources are available in the short and long Implementation plans on a monthly Purposes and Customer
term. basis. Satisfaction Metrics.
Maintain a Web support capability to provide Customer satisfaction metrics will Customer Satisfaction Metrics.
assistance and technical support to users in all areas be developed and maintained to
related to Web technologies including personalized show the number of tickets opened,
assistance and telephone assistance. This includes closed, resolved, unresolved, and
reviewing and responding to incoming technically steps taken to resolve the issues so
oriented e-mails on an as-needed basis. that lessons learned can be achieved
from the metrics. E-mails will be
responded to within one business
day of receipt.
Support commercial-off-the-shelf (COTS) Test and evaluation of the software Configuration Management
applications as required such as functional and is developed in accordance with Purposes and for Security and
technical test and evaluation of the software SCAP procedures. information assurance purposes.
including database design, network performance,
etc.
Develop an interface with the application and install New Web technologies are Configuration Management
the software and any updates and upgrades to support integrated into the current FAA.gov Purposes.
data conversion, implementation, user and Web operations, as required with
maintenance of the system. little to no impact to the user
community.
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3.2.4 Management Planning and Performance Tasks
Table 4 provides the required deliverables for the Management Planning and Performance Tasks.
The table includes the end result/deliverable, acceptance criteria, and intended use, when
applicable:
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Maintain a continuous improvement/quality Customer Satisfaction levels remain Customer Satisfaction Metrics.
assurance program. above 95%.
Administer domain addresses. Domain addresses are administered as Configuration Management
required. Purposes.
3.3 SCHEDULES/MILESTONES
The contractor must maintain a single project schedule from which various project reports must
be produced. Table 6 shows the reports that must be provided:
Table 6: Schedules/Milestones
After initial registration, the requests are broken out by functional type (Web) and forwarded to
the service providers. The Web Operations team can see the assignment of the work through
access to the Helpdesk software. Currently, work is triaged by work process type, File Transfer
requests, document posting, server support, special project assistance, and other development
work, which includes Web updates as well as new development.
The Government POC will review the incoming flow of work for approval of ongoing efforts. In
some cases, such as file transfers, approval is blanket for known clients, unless exceptions or
problems are encountered. In some cases, such as development, approval is made with respect to
the overall workload, milestones, deliverables, and resources required and already allocated. The
POC and the contractor project manager post the overall production view of these project
management items for ready reference.
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Work is performed on-site with Government materials. While on the Government site, dress
code and behavior is to be that of professional employees.
End Results/Deliverables will be either continuing actions required by the Statement of Work, or
will be due as directed by the COTR.
4.0 PROGRESS/COMPLIANCE
The Government requires the following from contractors in order to monitor progress and ensure
compliance:
1. Weekly Status Report: The Contractor must submit a Weekly Status
Report by the end of each week, beginning after the first full week of effort. As a minimum, the
Weekly Status Report will include:
Work performed and/or completed during the week at the project level.
Work still in progress by the end of the week at the project level.
Work to be performed during the next week at the project level.
Problem areas encountered, along with corrective actions taken.
Estimate of impact on cost/manpower/schedule/technical performance.
Areas requiring Contractor action.
Areas requiring Government action.
Performance metrics including issues, issue resolution, root cause analysis, capacity
utilization, etc.
Work performed and/or completed during the month at the project level.
Work still in progress by the end of the month at the project level.
Work to be performed during the next month at the project level.
Problem areas encountered, along with corrective actions taken.
Estimate of impact on cost/manpower/schedule/technical performance.
Areas requiring Contractor action.
Areas requiring Government action.
Summary of monthly and cumulative labor cost expenditures per labor category and staff
positions vs. planned expenditures. Other direct costs will not be approved without prior
approval of the COTR.
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Data concerning other direct costs will also be included with breakouts for recurring
charges and upgrade and redesign costs. All costs will be tied to the impact on
performance, cost, manpower, and performance, within the considerations of the
performance matrix.
Customer/end user assessment of service/products. The Government and Contractor must
develop a format to be approved by the Government.
1. Oral Reports: The Contractor must deliver oral progress reports as requested by the COTR.
These reports must include all of the elements listed under monthly status
reports, as appropriate.
2. Written Reports: The Contractor must provide the cognizant Government personnel brief,
written reports on significant problems or outages within 8 hours after
occurrence. As required, the contractor will deliver a white paper,
describing a set of events, or occurrences, or a substantial problem, its
analysis, diagnosis, alternatives development, suggested solution, and testing
to validate suggested solutions or alternatives. Alternatives will provide
cost/benefit elements, and tradeoffs among manpower, dollars, schedule, and
performance impacts to the overall production matrix.
The contractor must provide one electronic version of each report to the COTR and the alternate
COTR.
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5.0 SPECIAL PROJECTS
Special projects identified will be full life cycle in nature, including documentation and any
supporting schematics. Initial work under this SOW will be for very limited proof of concept
support. It is expected that the contractor will provide advanced server and infrastructure support
to include but not limited to log analysis; new technology tools review and implementation; and
system and application migration. The Government and the contractor will agree upon an
incremental implementation plan for full-scale development of special projects identified by the
Government.
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