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It Operational Support Services

This document outlines requirements for IT operational support services for an agency's Internet/Intranet environment. It details four main task areas: 1) Internet/Intranet technologies and web system operations; 2) Documentation; 3) Day-to-day operations support; and 4) Management planning and performance. The contractor must maintain web pages, servers, and infrastructure as well as address helpdesk tickets and perform backups, security procedures, and traffic analysis to support the agency's Internet/Intranet operations. The objectives are to provide a variety of current and future IT support services for the Internet/Intranet environment.
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0% found this document useful (0 votes)
67 views15 pages

It Operational Support Services

This document outlines requirements for IT operational support services for an agency's Internet/Intranet environment. It details four main task areas: 1) Internet/Intranet technologies and web system operations; 2) Documentation; 3) Day-to-day operations support; and 4) Management planning and performance. The contractor must maintain web pages, servers, and infrastructure as well as address helpdesk tickets and perform backups, security procedures, and traffic analysis to support the agency's Internet/Intranet operations. The objectives are to provide a variety of current and future IT support services for the Internet/Intranet environment.
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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STATEMENT OF WORK

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

i
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).

1.2 SCOPE OF WORK


The scope of this task is to provide a variety of current and future IT operational support services
to the Internet/Intranet environment operated by (Identify your Office). Internet/Intranet
development will consist of organizational homepage production to include development and
maintenance of current pages, and the infrastructure design, application migration, operation and
maintenance of associated servers, as well as other hardware/software. The total level of support
is constrained by the resources allocated or funded by the Government. The Contracting
Officer’s Technical Representative (COTR) will provide direction for prioritizing projects or
reallocating resources to meet new customer requirements. This includes support for any future
technologies or special projects that are incorporated into the architecture.

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

2.1 REGULATORY AND STATUTORY REQUIREMENTS


Regulatory and Statutory Requirements relative to an Agency’s Internet and Intranet include but
are not limited to:

1. The Clinger-Cohen Act, February 10, 1996:


2. The Computer Security Act of 1987:
3. The Privacy Act as Amended (PL 93-5795 latest amendment), January 5, 1999:
4. The Paperwork Reduction Act of 1995:
5. Government Paperwork Elimination Act (GPEA):
6. The Electronic Freedom of Information Act (e-FOIA) Amendments of 1996:
7. The E Government Act of 2002:
8. Applicable Federal Information Processing Standards (FIPS):
9. Section 508 of the Rehabilitation Act (29 U.S.C. 794d), as amended by the Workforce
Investment Act of 1998 (P.L. 105-220), August 7, 1998:
10. OMB Section 515 of the Treasury and General Government Appropriations Act for Fiscal Year
2001 (Public Law 106-554; H.R. 5658), Information Quality Guidelines:
11. OMB Circular A-123:
12. OMB Circular A-130:
13. OMB Privacy Policies for Federal Web Sites (OMB Memo 99-18), June 2, 1999:
14. Instructions for complying with President's Memo "Privacy and Personal Information in
Federal Records" (OMB Memo 99-05), January 7, 1999:
15. Guidance on Inter-Agency Sharing of Personal Data-Protecting Personal Privacy (OMB Memo
01-05), December 20, 2000:
16. Children's On-Line Privacy Protection Act (COPPA) of 1998:

2.2 DOT AND FAA POLICIES AND ORDERS


DOT and FAA polices and orders relative to the Agency’s Internet and Intranet include but are
not limited to:

DOT Internet Policy (DOT H 1350.2):

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)).

FAA Web Management Order (1370.93), August 17, 2004


https://employees.faa.gov/library/web/web_guide/order/media/ND1370-93.doc

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

3.1.1 Internet/Intranet (i.e., Web) Technologies and Web System Operations


Tasks
The scope of work is to provide a variety of current and future IT operational support services to
the Internet/Intranet (i.e., Web) environment operated by (Identify your Office). This includes
support for any future technologies that are incorporated into the architecture within the scope of
this SOW.

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.

3.1.2 Documentation Tasks

3.1.2.1 Document Web Applications


The Contractor must document developed Web applications in accordance with applicable
regulatory and statutory requirements as well as with applicable Department- and Agency-level
policies and orders relative to the operation of an Agency’s Internet and Intranet. These include
but are not limited those references identified in Section 2.0 above.

3.1.2.2 Define System Environment


The Contractor must define the system environment, security vulnerability, stability, size, scale,
complexity, reliability, integrity, communications, and storage requirements using proven and
new system development methodologies and tools. The Contractor must draft proposed
hardware, software, and firmware requirements. The Contractor must develop test plans and
prepare test analysis reports as directed. Testing may include functional and technical, unit,
system, interface and integration testing. The Contractor must be required to correct all
discrepancies found during testing periods prior to system acceptance/accreditation or as
otherwise agreed upon by the Government.

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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.

3.1.3 Operations Support (Day-to-Day) Tasks

3.1.3.1 Analysis, Integration, and Development


1. Analyze and assess equipment and performance degradation, including determination of
hardware, software, networking, and/or other technical changes necessary to meet
operational requirements;
2. Integrate operational data storage and retrieval applications resident on diverse computer
platforms such as mainframes, minicomputers, and microcomputers into Web technologies
systems;
3. Draft requirements/specifications for new hardware, software, and/or services; develop and
maintain a Project Management Plan (as referenced in Section 4.0) with milestones, a
conceptual and physical system design and system requirements to include database design,
process flows, forms, inputs, outputs, and inquiries;
4. Develop system documentation that will capture: functional, interface, integration, data,
security, and internal control requirements for all system, subsystem or modules. The
documentation will also include: data sensitivity and criticality description, database design,
and security and internal control specifications.

3.1.3.2 Implementation, Testing, Operations, and Maintenance


The Contractor must perform implementation, testing, operations, and life cycle maintenance of
Web systems and technology implementations, including Web page development and
coordination with agency groups and the vendors hosting Web clients.

3.1.3.3 Use of Internet Technologies


The Contractor must support the implementation of automated systems that use Internet
technologies; and review implementation plans to ensure that expected system resources are
available in the short and long term.

3.1.3.4 Web Support Facility


The Contractor must maintain a Web support service to provide assistance and help to users in
all areas related to Web technologies, including personalized assistance, telephone assistance and
limited training. This includes reviewing and responding to technically oriented incoming e-
mails on an as-needed basis.

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.

3.1.4 Management Planning and Performance Tasks

3.1.4.1 Plans and Strategies Development


As directed by the Government, the Contractor must develop and/or execute a conversion and
implementation plan and strategies, and develop disaster recovery, risk assessment and
configuration management plans related to Web technologies and the FAA Web Consolidation
Initiative. This may include control of software releases, program changes, investigating
program problems, reviewing and evaluating infrastructure design, log analysis; and system
change requests for complexity and size, and preparing hour and cost estimates for change
requests.

3.1.4.2 Productivity Enhancements


The Contractor must conduct periodic performance measurement and evaluation activities that
may lead to the reengineering of existing applications to improve productivity, changing
functional and technical requirements, etc. The Contractor may be required to document
requirements of existing systems that were not previously documented or need to be updated; as
well as to develop and maintain a configuration management program for all supported hardware
and software. The contractor will provide assistance to (Identify your Office) on such areas as
security issues that apply to Web applications and Web security, keyword and search engine
implementation.

3.1.4.3 Data Collection and Analysis


The Contractor must provide a capacity management function, including collection and
maintenance of statistics on bandwidth usage, storage usage and current storage capacity. The
Contractor must collect and maintain statistics on hardware and software problems and
maintenance service calls. The Contractor must perform regular analysis for timeliness and
Government notification of workload status and must collect and maintain statistics on the
number of users, quantities of information available to them, and their use of it.

3.1.4.4 Special Requirements Tasks


Specific tasks, as directed, which may occur less regularly, include:
1. Providing assistance in planning and performing data conversions to Web technologies;
2. Providing assistance in planning and performing tasks associated with the FAA Web
Consolidation Initiative;
3. Developing data conversion or validation routines or other special applications, as required;
4. Developing and maintaining a continuous improvement/quality assurance program; and,
5. Administering domain addresses.
3.2 END RESULTS/DELIVERABLES
The Contractor will provide the COTR with a schedule of employees providing coverage for
Internet Operations support. The Contractor will provide coverage from 7:00 AM to 5:00 PM,
Monday through Friday, unless there is a Government holiday. If a contractor employee is to be

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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:

End Result/ Deliverable Acceptance Criteria Intended Use


Planning for the FAA's Web servers and Written documentation demonstrating future Capability/Capacity Planning
Web technology implementations capacity planning. Purposes
Disaster Recovery Plan Develop, Update and test as necessary the Disaster Continuity of Operations
Recovery Plan for FAA Web Operations.
Analysis and Troubleshooting of FAA Analysis and troubleshooting of those Web servers Customer Satisfaction Metrics
Web servers and Web technology and other technologies associated with the
implementations operations and maintenance of FAA.gov is
performed in accordance with established
operational metrics.
Analysis and Troubleshooting of FAA Analysis and troubleshooting of FAA.gov and Customer Satisfaction Metrics
Web site problems including broken associated Web client sites is performed in
links accordance with established SLAs.
Integration of emerging Web New Web technologies are integrated into the Support Capability
technologies current FAA.gov Web operations as required with Management and Configuration
little to no impact to the user community. Management Purposes
Installation of hardware/software Hardware/software is installed and documented Configuration Management
upgrades and patches and appropriate overlap of trained personnel. Purposes
Operation of FAA.gov-related Servers Servers are operational 99% of the time. Customer Satisfaction Metrics
Documentation and Administration of Documentation is developed and maintained for all Configuration Management
FAA.gov Web operations servers and software licensing and hardware involved in the Purposes
other associated technologies. Web operations including routine hardware
maintenance.
Assess incoming Web development and All incoming Web site development work and Customer Satisfaction Metrics
server activity work for feasibility infrastructure changes that requires support above
within the current support level the level consistent with maintaining effective
daily Web operations is reported to the
Government for approval within 2 business days of
receiving the request.

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:

End Result/ Deliverable Acceptance Criteria Intended Use


Document developed Web applications in accordance Documentation is developed and Configuration Management
with applicable regulatory and statutory requirements, maintained in accordance with Purposes.
published FAA policies and procedures and industry and Section 2 References.
Government de facto standards.
Update the system environment security vulnerability,
stability, size, scale, complexity, reliability, integrity,
communications, and storage requirements.
Draft server hardware, software and firmware All elements of the FAA.gov Configuration Management
requirements. Web operations are defined in Purposes and for Security and
accordance with SCAP information assurance purposes.
procedures.
Update test plan and prepare a test analysis report. Test plans and analysis reports Security and information
are developed in accordance assurance purposes.
with SCAP procedures.
Identify, update and maintain system A system architecture/schematic Configuration Management
architecture/schematic on hardware and software for all is developed and maintained for Purposes, Performance
elements of the FAA.gov Web operations. all elements of the FAA.gov Monitoring.
Web operations.

Table 2: Documentation Tasks

3.2.3 Operations Support (Day-to-Day) Tasks


Table 3 provides the required deliverables for the Operations Support (Day-to-Day) Tasks. The
table includes the end result/deliverable, acceptance criteria, and intended use, when applicable:

End Result/ Deliverable Acceptance Criteria Intended Use


Analyze and assess equipment and performance Maintain documentation (SOP’s) Configuration Management
degradation, including determination of hardware, for all elements of the FAA.gov Purposes & Performance
software, networking and/or other technical changes Web operations. Maintain Monitoring.
necessary to meet operational requirements. performance metrics for elements
of faa.gov
Draft requirements/specifications for new hardware, Requirements/specifications are Configuration Management
software and/or services. developed and maintained. Purposes.

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.

End Result/ Deliverable Acceptance Criteria Intended Use

7
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.

Table 3: Operations Support (Day-to-Day) Tasks

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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:

End Result/ Deliverable Acceptance Criteria Intended Use


Develop conversion and implementation plans Conversion and implementation plan Configuration Management
and strategies and strategies are developed and Purposes.
executed as required in Section 3.1.4.1
Develop disaster recovery, risk assessment, and Required documents are developed and Configuration Management
configuration management plans related to approved. Purposes.
Internet technologies.
Conduct periodic performance measurement and Performance measurement and Configuration Management
evaluation activities that may lead to evaluation activities are conducted Purposes.
reengineering existing applications to improve periodically, as required.
productivity, changing functional and technical
requirements, etc.
Establish and maintain a capacity management Collection and maintenance of statistics Configuration Management
function, including collection and maintenance of on bandwidth usage, storage usage and Purposes and Future Growth
statistics on bandwidth usage, storage usage and current storage capacity are developed Potential.
current storage capacity. and maintained.
Collect and maintain statistics (NetTracker, Statistics are maintained through the Configuration Management
Topaz, OpsManager, Seefusion, Akamai) on use of help desk software to track Purposes and Customer
hardware and software problems and service calls. Satisfaction/Performance
maintenance service calls. Metrics.
Perform regular analysis for timeliness and A minimum of Biweekly (every 2 Time Management Purposes
Government notification of workload status. weeks) meetings will be held with the and Customer Satisfaction
COTR to ensure timeliness and Purposes.
Government notification of workload
status.
Collect and maintain statistics on the number of Statistics are maintained through the Configuration Management
users, quantities of information available to them, use of help desk software to track Purposes and Customer
and their use of it (NetTracker, Topaz, service calls. Satisfaction/Performance
OpsManager, Seefusion, Akamai). Metrics.

Table 4: Management Planning and Performance Tasks

3.2.5 Special Requirements Tasks


Table 5 provides the required deliverables for the Special Requirements Tasks. The table
includes the end result/deliverable, acceptance criteria, and intended use, when applicable:

End Result/ Deliverable Acceptance Criteria Intended Use


Provide assistance in planning and performing Data conversion assistance is provided Customer Satisfaction Metrics.
data conversions to Web technologies. in accordance with established SLAs.
Develop validation routines or other special Special applications/routines are Customer Satisfaction Metrics.
applications as required. developed in accordance with
established SLAs.
End Result/ Deliverable Acceptance Criteria Intended Use

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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.

Table 5: Special Requirements Tasks

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:

Item Number Activity Expected Completion Date


1 Project Management Plan with milestones. Within 30 days of contract signature and
updated quarterly thereafter.

2 Weekly report rollup of help-desk activities. Friday of each week.


3 Monthly report of Web site activities and metrics for (Identify 15th of each month.
your website) (NetTracker, Topaz, OpsManager, Seefusion,
Akamai)

Table 6: Schedules/Milestones

3.4 OTHER CONSIDERATIONS


The (Identify your Office) Web Operations team is comprised of the (Identify your Office)
Government and contractor personnel assigned to provide Web-related support services to the
Agency. The Web Operations team receives its incoming requirements for work from numerous
FAA help-desks and customers not part of this SOW. Work requests are initiated in the form of
Lotus Notes mail, Internet mail, phone calls, or self-service tickets via the Intranet. Requests are
logged into Helpdesk software by Helpdesk staff and by self-service ticketing. A ticket is
automatically assigned to the requesting client. This ticket can be used to track work,
accumulate work hours against work efforts, and used for management reports, and performance
metrics.

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.

Development types of work require documentation to include requirement, life-cycle


specification, and impact within the ongoing production profile.

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.

2. Weekly Meetings: The Contractor will participate in Weekly Meetings


which will include, at a minimum, those items submitted in the Weekly Status Report.

3. Monthly Progress Report: The Contractor must submit a Monthly Progress


Report by the 15th of each month, beginning after the first full month of effort, for all active
projects. As a minimum, the Monthly Progress Reports will include:

 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.

o Project Management Team (PMT) Meetings


o Quarterly Program Reviews
o Outlines and Drafts
o Development and maintenance of the Project Management Plan: 30 days after
contract award, and updated quarterly thereafter, the Contractor must deliver a
plan that reflects the methodology, processes and resources the Contractor must
use to ensure that services are provided in accordance with (Identify your Office)
standards and this SOW, which may include future Service Level Agreements
with varying response times. The plan must address the objectives listed in
Sections 1.3 and 3.0 and performance metrics.

Additionally, the following reports may be required:

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.

3. System-Generated Reports: The Contractor, in coordination with the current Help-desk


contractor, must provide a series of standard system generated reports that
are Web specific, from the Helpdesk support software to include, but not be
limited to, the following:

o Daily report of server status; ongoing and outstanding issues;


o Weekly report listing outstanding/unresolved calls and an aged call summary;
o Monthly summary of weekly reports;
o Others, as the requirement arises;

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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