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TRANSFORMATION TWENTY-ONE TOTAL TECHNOLOGY NEXT GENERATION (T4NG)PERFORMANCE WORK STATEMENT (PWS)DEPARTMENT OF VETERANS AFFAIRSOffice of Information & TechnologyOperations Triage Center SupportDate: March 23, 2018TAC-18-49995Task Order PWS Version Number: 1.1Contents TOC \o "1-4" \h \z \u 1.0BACKGROUND PAGEREF _Toc504980317 \h 42.0APPLICABLE DOCUMENTS PAGEREF _Toc504980318 \h 43.0SCOPE OF WORK PAGEREF _Toc504980319 \h 43.1APPLICABILITY PAGEREF _Toc504980320 \h 53.2ORDER TYPE PAGEREF _Toc504980321 \h 54.0PERFORMANCE DETAILS PAGEREF _Toc504980322 \h 54.1PERFORMANCE PERIOD PAGEREF _Toc504980323 \h 54.2PLACE OF PERFORMANCE PAGEREF _Toc504980324 \h 54.3TRAVEL OR SPECIAL REQUIREMENTS PAGEREF _Toc504980325 \h 64.4CONTRACT MANAGEMENT PAGEREF _Toc504980326 \h 74.5GOVERNMENT FURNISHED PROPERTY PAGEREF _Toc504980327 \h 74.6SECURITY AND PRIVACY PAGEREF _Toc504980328 \h 84.6.1POSITION/TASK RISK DESIGNATION LEVEL(S) PAGEREF _Toc504980329 \h 85.0SPECIFIC TASKS AND DELIVERABLES PAGEREF _Toc504980330 \h 95.1PROJECT MANAGEMENT PAGEREF _Toc504980331 \h 105.1.1CONTRACTOR PROJECT MANAGEMENT PLAN PAGEREF _Toc504980332 \h 105.1.2RATIONAL TOOLS TRAINING PAGEREF _Toc504980333 \h 105.1.3PRIVACY & HIPAA TRAINING PAGEREF _Toc504980334 \h 115.1.4TECHNICAL KICKOFF MEETING PAGEREF _Toc504980335 \h 115.1.5WORK PLAN PAGEREF _Toc504980336 \h 125.2OTC Executive LEVEL SUPPORT PAGEREF _Toc504980337 \h 135.2.1TRAVEL COORDINATION PAGEREF _Toc504980338 \h 145.2.2Meeting Support PAGEREF _Toc504980339 \h 145.2.3Document AND DATA Support PAGEREF _Toc504980340 \h 155.2.4SHAREPOINT MANAGEMENT SUPPORT PAGEREF _Toc504980341 \h 155.3Triage MANAGEMENT SUPPORT PAGEREF _Toc504980342 \h 155.3.1DATA ANALYSIS PAGEREF _Toc504980343 \h 165.3.2OUTAGE PREPAREDNESS PAGEREF _Toc504980344 \h 165.4OPTION PERIOD ONE PAGEREF _Toc504980345 \h 165.5OPTION PERIOD TWO PAGEREF _Toc504980346 \h 165.6OPTIONAL TASK ONE - TRANSITION AND ORIENTATION SUPPORT (FFP) PAGEREF _Toc504980347 \h 166.0GENERAL REQUIREMENTS PAGEREF _Toc504980348 \h 176.1PERFORMANCE METRICS PAGEREF _Toc504980349 \h 176.2SECTION 508 – ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS PAGEREF _Toc504980350 \h 186.2.1EQUIVALENT FACILITATION PAGEREF _Toc504980351 \h 196.2.2COMPATIBILITY WITH ASSISTIVE TECHNOLOGY PAGEREF _Toc504980352 \h 206.2.3ACCEPTANCE AND ACCEPTANCE TESTING PAGEREF _Toc504980353 \h 206.3ORGANIZATIONAL CONFLICT of INTEREST PAGEREF _Toc504980354 \h 20APPENDIX A PAGEREF _Toc504980355 \h 20BACKGROUNDThe mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T) is to provide benefits and services to Veterans of the United States.? In meeting these goals, OI&T strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans’ health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals.Currently OI&T is facing the following challenges: lack of coordinated skills which result in longer timelines to triage and remediate production issues, lack of a defined process to address production issues, inconsistent communications to report and correct production issues leading to improper messaging and creating a perception that VA has operational challenges and poor adherence to production readiness guidelines. As a result the OI&T is standing up an Operations Triage Center (OTC) to build processes, manage and improve our response posture to system events impacting end users and Veterans. The primary goal of the OTC is to work across OI&T, and with our business partners to improve communication and responsiveness to application failures by minimizing impacts in performance degradation and availability working towards a significant reduction in application downtime and impact to the users. Additionally, OTC will coordinate closely with IT Operations and Services (ITOPS) and specifically their Command Center, National Service Desk, and Infrastructure Operations (IO). OTC will leverage ITOPS’ subject matter expert (SME) expertise for applications under IO’s purview, for working knowledge of the application infrastructure and security architecture. Whereas, OTC’s charter is to serve at the VA enterprise level to prepare for potential system outages, proactively analyze and recognize potential performance and availability issues, and represent VA senior leadership for all significant system outages. APPLICABLE DOCUMENTSThe documents in Paragraph 2.0 in the T4NG Basic PWS apply to the performance of this effort, there are no additional referenced documents. SCOPE OF WORKThe Contractor shall provide support services including OI&T executive level support, meeting and document/data support, triage management support, data analysis, and outage preparedness.APPLICABILITYThis Task Order (TO) effort PWS is within the scope of the following paragraphs of the T4NG Basic PWS: 4.1Program Management, Strategy, Enterprise Architecture and Planning Support4.1.1 Strategy and Planning4.1.2 Standards, Policy, Procedure and Process Development, and Implementation Support4.1.5 Studies and Analyses4.1.6 Program Management Support4.1.7 Product Data4.1.8 IT Services Management Support4.1.9 Development Toolkits4.2 Systems/Software Engineering4.2.3 IT Service Management Implementation4.2.4 Enterprise Application/Services4.2.10 Modeling and Simulation4.2.11 Informatics Services4.2.12 Engineering and Technical Documentation4.8 Operations and Maintenance (O&M)4.8.1 Systems/Network Administration4.9 Cyber Security4.9.4 Security Operating Support4.10 TrainingORDER TYPEThe effort shall be proposed on a Time and Materials (T&M) and Firm Fixed Price (FFP) hybrid basis.PERFORMANCE DETAILSPERFORMANCE PERIODThe Period of Performance (POP) shall be a 12 month base period and two, 12 month option periods and one optional task to be exercised at the Government’s discretion. If exercised, the POP of optional task one shall be 60 days from date of exercise. The overall POP shall not exceed 38 months.PLACE OF PERFORMANCETasks under this PWS shall be performed at both Contractor’s and Government facilities at the locations detailed below and work may be performed at remote locations with prior concurrence from the Contracting Officer’s Representative (COR). It is anticipated that the majority of efforts under this PWS shall be performed at Contractor facilities. Please note that Albany, NY may be a potential location in the future. It is expected that this work will be conducted during core business hours which are defined as 8am to 5pm local time as well as non-core hours (nights and weekends) to include Federal Holidays (i.e. Application Monitoring shall be a 24x7 task). The chart below refers to specific on-site requirements for Contractor support personnel. PWS TaskLocationQuantity of Contractor Support PersonnelApplication MonitoringOakland, CAUp to two Contractor support personnel Application MonitoringWashington DCUp to four Contractor support personnel Application MonitoringManila, Philippines or GuamUp to two Contractor support personnel TRAVEL OR SPECIAL REQUIREMENTSThe Government anticipates travel under this effort to perform the tasks associated with the effort, as well as to attend program-related meetings through the period of performance. Travel shall be in accordance with the Federal Travel Regulations (FTR) and requires advanced concurrence and approval by the COR. Travel and per diem shall be reimbursed in accordance with FTR. Each Contractor invoice must include copies of all receipts that support the travel costs claimed in the invoice. Local travel within a 50-mile radius from the Contractor’s normal duty location is considered the cost of doing business and will not be reimbursed. This includes travel, subsistence, and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility will not be reimbursed. Travel, subsistence, and associated labor charges for travel time for travel beyond a 50-mile radius of the Contractor’s facility are authorized on a case-by-case basis and must be pre-approved by the COR. Travel may occur at the following locations: Washington, D.C. Salt Lake City, Utah Austin, Texas Atlanta, Georgia All Office of Information Field Office (OIFO) locations including: Albany, NY; Hines, IL, Birmingham, AL; L'Enfant Plaza, DC; Dallas, TX; Salt Lake City, UT; Oakland, CA; St. Petersburg, FL; Tuscaloosa, AL; Akron, OH; and Vancouver, WA?Any VA medical facility within the continental U.S. OI&T Facility, Eatontown, New Jersey;Other Contractor(s) facilitiesManila, PhilippinesCONTRACT MANAGEMENTAll requirements of Sections 7.0 and 8.0 of the T4NG Basic PWS apply to this effort. This TO shall be addressed in the Contractor’s Progress, Status and Management Report as set forth in the T4NG Basic ERNMENT FURNISHED PROPERTYThe Government has determined that remote access solutions involving Citrix Access Gateways have proven to be an unsatisfactory access method to complete the tasks required on this specific TO. The Government also understands that Government Furnished Equipment (GFE) is limited to Contractors that require direct access to the network in order to access software development environments; install, configure and run TRM-approved software and tools (e.g., Oracle, Fortify, Eclipse, SoapUI, WebLogic, LoadRunner, etc.); upload/download/ manipulate code, run scripts, and apply software patches; configure and change system settings; check logs, troubleshoot/debug, and perform testing/QA.Based on the Governments assessment of remote access solutions and the requirements of this TO, the Government estimates that the following GFE will be required by this TO:1.10 Standard Laptops2.20 Developer-Grade Laptops The Government will not provide IT accessories including but not limited to Mobile Wi-Fi hotspots/wireless access points, additional or specialized keyboards or mice, laptop bags, extra charging cables, extra Personal Identity Verification (PIV) card readers, peripheral devices, additional Random Access Memory, etc. The Contractor is responsible for providing these types of IT accessories in support of the TO as necessary and any VA installation required for these IT accessories shall be coordinated with the COR. If GFE is issued, the COR will document, track, and monitor all GFE issued to the Contractor. In addition, the COR will provide the Contractor and Contracting Officer with a current list of GFE to include the name, computer make and model, serial number, and previous PM/COR. VA may provide VA specific software as deemed appropriate. Additional software products may be provided by the Government as identified to facilitate Contractor access to Government resources (i.e. Microsoft Terminal Services). The Contractor shall be provided access, as required, to SharePoint Site/Websites. The Contractor shall comply with VA information security and privacy policies and procedures as described in the Basic T4NG PWS. The Government will provide access to VA’s IBM Rational Collaborative Application Lifecycle Management (CALM) Toolset (hereafter referred to as Rational) to provide a single Agile project/product application lifecycle management toolset to track execution details after Contractors complete the training as required in Section 5.1.6. In order to access VA’s IBM Rational Toolset, the Contractor will require VA access. If the mandated toolset changes throughout the period of performance of this contract then the Government will provide access to the new toolset.SECURITY AND PRIVACYAll requirements in Section 6.0 of the T4NG Basic PWS apply to this effort. Specific TO requirements relating to Addendum B, Section B4.0 paragraphs j and k supersede the corresponding T4NG Basic PWS paragraphs, and are as follows,The vendor shall notify VA within 24 hours of the discovery or disclosure of successful exploits of the vulnerability which can compromise the security ofthe Systems (including the confidentiality or integrity of its data andoperations or the availability of the system). Such issues shall beremediated as quickly as is practical, based upon the severity of the incident.k. When the Security Fixes involve installing third party patches (such as Microsoft OS patches or Adobe Acrobat), the vendor will provide written notice to VA that the patch has been validated as not affecting the Systems within 10 working days. When the vendor is responsible for operations or maintenance of the Systems, they shall apply the Security Fixes based upon the requirements identified within the TO.POSITION/TASK RISK DESIGNATION LEVEL(S)Position SensitivityBackground Investigation (in accordance with Department of Veterans Affairs 0710 Handbook, “Personnel Suitability and Security Program,” Appendix A)Low / Tier 1Tier 1 / National Agency Check with Written Inquiries (NACI) A Tier 1/NACI is conducted by OPM and covers a 5-year period. It consists of a review of records contained in the OPM Security Investigations Index (SII) and the DOD Defense Central Investigations Index (DCII), Federal Bureau of Investigation (FBI) name check, FBI fingerprint check, and written inquiries to previous employers and references listed on the application for employment. In VA it is used for Non-sensitive or Low Risk positions.Moderate / Tier 2Tier 2 / Moderate Background Investigation (MBI) A Tier 2/MBI is conducted by OPM and covers a 5-year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), DOD Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check], a credit report covering a period of 5 years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, law enforcement check; and a verification of the educational degree.High / Tier 4 Tier 4 / Background Investigation (BI) A Tier 4/BI is conducted by OPM and covers a 10-year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), DOD Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check report], a credit report covering a period of 10 years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, spouse, neighbors, supervisor, co-workers; court records, law enforcement check, and a verification of the educational degree.The position sensitivity and the level of background investigation commensurate with the required level of access for the following tasks within the PWS are:Position Sensitivity and Background Investigation Requirements by TaskTask NumberTier1 / Low / NACITier 2 / Moderate / MBITier 4 / High / BI5.1 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.2 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.3 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.4 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX The Tasks identified above and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal.SPECIFIC TASKS AND DELIVERABLESThe Contractor shall perform the following:PROJECT MANAGEMENTCONTRACTOR PROJECT MANAGEMENT PLANThe Contractor shall prepare and deliver a Contractor Program Management Plan (CPMP) that outlines the Contractor’s approach, timeline and tools to be used in execution of the TO. The CPMP will describe the Contractor’s plans to support the OTC. The CPMP shall detail how the resources shall support the maintenance and updating of all management artifacts. The CPMP shall incorporate the tasks described in this PWS. The CPMP shall take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support.??The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and special data collection reporting requests. The Contractor shall identify an individual as the primary contact point for all programmatic issues/concerns/status. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the contract. The Contractor shall update and maintain the VA Program Manager (PgM) approved CPMP throughout the period of performance.The Contractor shall include a description, within the CPMP, of their project management processes for the following project management disciplines:Schedule Management Financial Management Quality ManagementResource Management Communications Management Risk ManagementInternal ControlsDeliverable: Contractor Project Management PlanRATIONAL TOOLS TRAININGThe Contractor shall complete all of the following VA TMS training courses:TMS ID 3878248 - IBM Rational Team Concert - Agile Sprint, Configuration/Change Management Level 1TMS ID 3878249 - IBM Rational Team Concert - Agile Sprint, Configuration /Change Management Level 2TMS ID 3878250 - IBM Rational DOORS Next Generation - Requirements Management Level 1TMS ID 3897036 - IBM Rational DOORS Next Generation - Requirements Management Level 2TMS ID 3897034 - IBM Rational Quality Manager - Quality Management Level 1 TMS ID 3897035 - IBM Rational Quality Manager - Quality Management Level 2 Contractors who have completed these VA training courses within the past 24 months and have furnished certificates will not be required to re-take the training courses. Deliverables:Rational Training CertificatesPRIVACY & HIPAA TRAININGThe Contractor shall submit TMS training certificates of completion for VA Privacy and Information Security Awareness and Rules of Behavior and Health Insurance Portability and Accountability Act (HIPAA) training, and provide signed copies of the Contractor Rules of Behavior in accordance with Section 9, Training, from Appendix C of the VA Handbook 6500.6, “Contract Security”.Deliverables:VA Privacy and Information Security Awareness and Rules of Behavior Training Certificate Signed Contractor Rules of Behavior VA HIPAA certificate of completionTECHNICAL KICKOFF MEETINGThe Contractor shall hold a technical kickoff meeting within 10 days after TO award. The Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort. The Contractor shall specify dates, locations (can be virtual), agenda (shall be provided to all attendees at least five calendar days prior to the meeting), and meeting minutes (shall be provided to all attendees within three calendar days after the meeting). The Contractor shall invite the Contracting Officer (CO), Contract Specialist (CS), COR, and the VA Program Manager (PM).Deliverable: Technical Kickoff Briefing SlidesWORK PLANThe Contractor shall prepare a Monthly Work Plan, which includes information on all activities currently ongoing as part of this contract. The purpose of the monthly work plan is to allow VA to effectively manage this T&M/FFP hybrid task order as well as reprioritize activities on a bi-weekly basis. Specifically, the Monthly Work Plan shall include the following data elements, for each activity ongoing under this PWS: Project and specific activitiesOverview and description of the activityOverall high level assessment of progress of the activityAll work in-progress and completed for the activity during the periodIdentification of any contract related issues uncovered during the previous period and especially highlight those areas with a high probability of impacting schedule, cost or performance goals and their likely impact on schedule, cost, or performance goalsExplanations for any unresolved issues, including possible solutions and any actions required of the Government and/or Contractor to resolve or mitigate any identified issue, including a plan and timeframe for resolutionStatus on previously identified issues, actions taken to mitigate the situation and/or progress made in rectifying the situation.Work planned for the subsequent period.Current activity schedule overlaid on original activity schedule showing any delays or advancement in scheduleCurrent expenditures overlaid over the original budget showing any deviations in the actual expenditures versus the original budget and versus the current budget.Workforce staffing data showing all Contractor personnel performing on the effort during the previous period. After the initial labor baseline is provided, each Monthly Work Plan Report shall identify any changes in staffing identifying each person who was added to the activity, removed, and/or moved from one program/project to another from the task order. This should also include any planned travel for the activity. Original schedule of deliverables and the corresponding deliverables made during the previous period.Monthly-On-Boarding Status Reports in electronic form. This data shall include but is not limited to status of personnel during on-boarding activities including anticipated personnel, training status and Security Clearance status. Strategic Planning-Analysis Activity Summary.Additionally, the Contractor shall conduct a monthly meeting to present the Monthly Work Plan. These reports shall not be the only means of communication between the Contractor, COR and the PgM/PM to advise of performance/schedule issues and to develop strategies for addressing the issues. The Contractor shall continuously monitor performance and report any deviation from the CPMP or previous Work Plan to the COR and PgM/PM during routine, regular communications. The Contractor shall respond to all COR queries related to project milestones and schedule within four business hours of receipt of written request.Deliverables:? Bi-weekly On-boarding Status ReportMonthly Work PlanOTC EXECUTIVE LEVEL SUPPORT (T&M)The Contractor shall prepare the OTC Communications Plan, which is the framework for managing and coordinating communications, and contains the strategy to capture, organize, and disseminate information to OTC team members and key stakeholders through clear and effective communication channels. This includes how requests for information will be processed, coordinated, approved, and responded to by the OTC, along with how to interact with relevant stakeholders including EPMO Actions, OI&T senior staff, Enterprise Program Management Division (EPMD), Executive in Charge for Information and Technology and Chief Information Officer for the OI&T, Deputy Secretary, Office of Management of Budget, Executive in Charge, Veterans Health Administration, Executive in Charge for Veterans Benefits Administration, Under Secretary for Memorial Affairs Senate and House Veterans Affairs Committees, Business stakeholders, Board of Veterans’ Appeals, National Cemetery Administration, Office of Information Security Operations, ITOPS, Account Management Office representatives. The Contractor shall coordinate development and dissemination of messages to internal and external stakeholders, ensure consistency of messages, and respond to inquiries within assigned timeframes. The Contractor shall manage all correspondence and data calls received through the OI&T/VA organizations including executive inquiries from VA leadership. The Contractor shall coordinate, draft, edit, package, and submit materials for executive approval and, upon that approval, submit the response to the originator of the data calls. The Contractor shall provide support to include the following:Provide routine and ad-hoc program status reports.Assist in drafting reports and other artifacts to address the comprehensive range of OTC requirements:Capture of technical information from the relevant stakeholders and synthesize into useful information in various formats for OI&T senior management and other VA components.Collection, development and/or editing of content for white papers and other communication devices.Assessment and evaluation of the effectiveness of executive communication to effect process improvement.The Contractor shall assist OTC in the facilitation of workgroups, coordination of meetings, and development of presentation materials. This includes the development and management of charters, process improvement recommendation documents, and presentations, memorandums of understandings / memorandums of agreements, Standard Operating Procedures, Working Group Meeting Agenda and Minutes, High Priority Incident (HPI) and Critical Priority Incident (CPI) Reporting. TRAVEL COORDINATIONUpon request, the Contractor shall assist with setting up travel requests and tracking them through the approval process. The Contractor shall gather a list of Government travelers, location, duration, purpose, and justification for the travel event. Meeting SupportThe Contractor shall coordinate with proposed meeting participants to compare calendars and identify mutually acceptable meeting dates and times; post meetings on participant calendars using the following automated tools or compatible products: MS Outlook, Microsoft Lync, and the VA’s teleconferencing system; and reserve meeting/conference facilities and required equipment. The Contractor shall ensure that meeting participants are notified of meetings, shall follow-up with participants if a response is not received, and shall assist participants who may be unfamiliar with meeting tools. The Contractor shall coordinate meeting facilities/conference rooms/teleconferences, develop agendas, produce minutes and monitor action item status. The Contractor shall coordinate with Government leadership to plan, conduct, and document technical reviews. The Contractor shall be responsible for managing Action Items and following up with action owners to ensure resolution.Document AND DATA Support The Contractor shall generate, staff, control, distribute, and maintain various program and project documents, data, processes and artifacts in accordance with VA directives. The Contractor shall store Government and Contractor developed official program data, allowing audit trails and easy, logical retrieval on demand. The Contractor shall promptly respond to requests from VA for document retrieval and ad hoc reports, providing documents as required within one business day of request.SHAREPOINT MANAGEMENT SUPPORT The Contractor shall establish a SharePoint site for OTC which will include the integration of data feeds from multiple VA sources to provide an executive-level dash board providing near-real-time status of all known system outages/degradations. The Contractor shall assist OTC by providing SharePoint Administration support by maintaining user access privileges, monitoring capacity, performing archives, troubleshooting, and site maintenance. The Contractor shall upload documentation and ensure that the OTC documentation is current and logically organized. Triage MANAGEMENT SUPPORT (T&M)The Contractor shall monitor OI&T systems/applications and upon identification of an issue contact the applicable teams (i.e. network, service desk, etc.) and the OTC PM/COR. The Contractor shall coordinate to ensure that the proper stakeholders are on the HPI/CPI call. The Contractor shall analyze to assess the impact and severity of the production outage. The incident outage communication plan shall be generated and distributed to OI&T leadership. The Contractor team shall maintain a presence throughout the entire incident call. The Contractor shall document/capture all major events that occurred on the incident call. The Contractor shall generate an OTC Incident Report that includes all pertinent details of the incident to be later used as data for the Incident Summary Report for VA executive leadership. In certain instances, there may degradation in service that warrants these services, and the same processes will be followed until the issue is resolved. Deliverables: OTC Incident ReportIncident Summary ReportDATA ANALYSISThe Contractor shall proactively monitor/analyze real-time data or receive alerts of an issue using available VA tools for monitoring OI&T systems/applications. The Contractor shall perform data mining to analyze for any potential anomalies. The Contractor shall interpret the data for OI&T systems/applications. OUTAGE PREPAREDNESS The Contractor shall work with OTC to develop training exercises (mock outage drills). The Contractor shall support planning, execution of the mock outage drills, post drill analysis, and mock executive communication. OPTION PERIODS If an Option Period is exercised by the Government, all the tasks and deliverables in the following sections shall apply:5.1Project Management5.2OTC Executive Level Support5.3Cross Functional Support5.4 Engineering and Technical SupportOPTIONAL TASK ONE - TRANSITION AND ORIENTATION SUPPORT (FFP)This optional task shall be completed no later than 60 days from date of task exercise. If exercised, the Contractor shall develop and deliver a Phase-Out Transition Plan in the event that all or part of the tasks are terminated or completely transitioned to the Government or a new Contractor at the end of the period of performance.? The Contractor shall submit details for the Phase-Out portion of the Transition Plan, and execute the Phase-Out Transition Plan upon Government approval.? The Transition Plan may be exercised once by the Government anytime during the base or Option periods.? The Phase-Out Transition Plan shall be delivered at least 30 days prior to the end of the Period of Performance. All transition actions shall be completed five days prior to end of period of performance. The Contractor shall provide subject matter expertise support to affect the requisite knowledge transfer in accordance with the resulting Transition Plan. The Contractor shall work collaboratively with other support Contractors and/or Government personnel.? As part of collaboration, the Contractor shall convey any and all information, as it pertains to the Benefits Appeals and Memorials (BAM) Portfolio PMO effort. This support shall also consist of providing advice, clarification or explanation to facilitate the understanding of the information presented. The Transition Plan shall detail both the assumption of responsibilities and the transfer of responsibilities to follow on parties at the conclusion of the period of performance. This transition plan shall include, but is not limited to: Coordination with Government representatives,Review, evaluation and transition of current support services,Transition of historic data to new Contractor system (e.g. Project Management System),Government-approved training and certification process,Transfer of hardware warranties and software licenses (if applicable),Transfer of all necessary business and/or technical documentation,Orientation phase and program to introduce Government personnel, programs, and users to the Contractor's team, tools, methodologies, and business processes,Knowledge transfer demonstrationDeliverable:Transition PlanGENERAL REQUIREMENTSPERFORMANCE METRICSThe table below defines the Performance Standards and Acceptable Levels of Performance associated with this effort.Performance ObjectivePerformance StandardAcceptable Levels of PerformanceTechnical / Quality of Product or ServiceShows understanding of requirementsEfficient and effective in meeting requirements Meets technical needs and mission requirementsProvides quality services/productsSatisfactory or higherProject Milestones and ScheduleQuick response capabilityProducts completed, reviewed, delivered in accordance with the established scheduleNotifies customer in advance of potential problemsSatisfactory or higherCost & StaffingCurrency of expertise and staffing levels appropriatePersonnel possess necessary knowledge, skills and abilities to perform tasksSatisfactory or higherManagementIntegration and coordination of all activities to execute effortSatisfactory or higherThe COR will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the Contractor is performing the services required by this PWS in an acceptable level of performance. The Government reserves the right to alter or change the QASP at its own discretion. A Performance Based Service Assessment will be used by the COR in accordance with the QASP to assess Contractor performance. SECTION 508 – ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS On August 7, 1998, Section 508 of the Rehabilitation Act of 1973 was amended to require that when Federal departments or agencies develop, procure, maintain, or use Electronic and Information Technology, that they shall ensure it allows Federal employees with disabilities to have access to and use of information and data that is comparable to the access to and use of information and data by other Federal employees. Section 508 required the Architectural and Transportation Barriers Compliance Board (Access Board) to publish standards setting forth a definition of electronic and information technology and the technical and functional criteria for such technology to comply with Section 508. These standards have been developed are published with an effective date of December 21, 2000. Federal departments and agencies shall develop all Electronic and Information Technology requirements to comply with the standards found in 36 CFR 1194.The following Section 508 Requirements supersede Addendum A, Section A3 from the T4NG Basic PWS.The Section 508 standards established by the Architectural and Transportation Barriers Compliance Board (Access Board) are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure Electronic and Information Technology (EIT). These standards are found in their entirety at: and . A printed copy of the standards will be supplied upon request.? The Contractor shall comply with the technical standards as marked: FORMCHECKBOX § 1194.21 Software applications and operating systems FORMCHECKBOX § 1194.22 Web-based intranet and internet information and applications FORMCHECKBOX § 1194.23 Telecommunications products FORMCHECKBOX § 1194.24 Video and multimedia products FORMCHECKBOX § 1194.25 Self-contained, closed products FORMCHECKBOX § 1194.26 Desktop and portable computers FORMCHECKBOX § 1194.31 Functional Performance Criteria FORMCHECKBOX § 1194.41 Information, Documentation, and SupportEQUIVALENT FACILITATIONAlternatively, offerors may propose products and services that provide equivalent facilitation, pursuant to Section 508, subpart A, §1194.5. Such offerors will be considered to have provided equivalent facilitation when the proposed deliverables result in substantially equivalent or greater access to and use of information for those with disabilities. COMPATIBILITY WITH ASSISTIVE TECHNOLOGYThe Section 508 standards do not require the installation of specific accessibility-related software or the attachment of an assistive technology device. Section 508 requires that the EIT be compatible with such software and devices so that EIT can be accessible to and usable by individuals using assistive technology, including but not limited to screen readers, screen magnifiers, and speech recognition software.ACCEPTANCE AND ACCEPTANCE TESTINGDeliverables resulting from this solicitation will be accepted based in part on satisfaction of the identified Section 508 standards’ requirements for accessibility and must include final test results demonstrating Section 508 compliance. Deliverables should meet applicable accessibility requirements and should not adversely affect accessibility features of existing EIT technologies. The Government reserves the right to independently test for Section 508 Compliance before delivery. The Contractor shall be able to demonstrate Section 508 Compliance upon delivery.Automated test tools and manual techniques are used in the VA Section 508 compliance assessment. Additional information concerning tools and resources can be found at Section 508 Compliance Test ResultsORGANIZATIONAL CONFLICT of INTEREST All functions related to Acquisition Support shall be on an advisory basis only. Please be advised that since the awardee of this Task Order will provide services including systems engineering, technical direction, capital planning and investment, including access to budgetary information, some restrictions on future activities of the awardee may be required in accordance with FAR 9.5 and the clause entitled, Organizational Conflict of Interest, found in Section H of the T4NG basic contract. The Contractor and its employees, as appropriate, shall be required to sign Non-Disclosure Agreements (Appendix A).APPENDIX ACONTRACTOR NON-DISCLOSURE AGREEMENTThis Agreement refers to Contract/Order _________________ entered into between the Department of Veterans Affairs and _________________________ (Contractor).As an officer of <fill in name of Contractor>, authorized to bind the company, I understand that in connection with our participation in the <fill in program> acquisition under the subject Contract/Order, Contractor’s employees may acquire or have access to procurement sensitive or source selection information relating to any aspect of <fill in program> acquisition. Company <fill in name> hereby agrees that it will obtain Contractor - Employee Personal Financial Interest/Protection of Sensitive Information Agreements from any and all employees who will be tasked to perform work under the subject Contract/Order prior to their assignment to that Contract/Order. The Company shall provide a copy of each signed agreement to the Contracting Officer. Company <fill in name> acknowledges that the Contractor - Employee Personal Financial Interest/Protection of Sensitive Information Agreements require Contractor’s employee(s) to promptly notify Company management in the event that the employee releases any of the information covered by that agreement and/or whether during the course of their participation, the employee, his or her spouse, minor children or any member of the employee’s immediate family/household has/or acquires any holdings or interest whatsoever in any other private organization (e.g., contractors, offerors, their subcontractors, joint venture partners, or team members), identified to the employee during the course of the employee’s participation, which may have an interest in the matter the Company is supporting pursuant to the above stated Contract/Order. The Company agrees to educate its employees in regard to their conflict of interest pany <fill in name> further agrees that it will notify the Contracting Officer within 24 hours, or the next working day, whichever is later, of any employee violation. The notification will identify the business organization or other entity, or individual person, to whom the information in question was divulged and the content of that information. Company <fill in name> agrees, in the event of such notification, that, unless authorized otherwise by the Contracting Officer, it will immediately withdraw that employee from further participation in the acquisition until the Organizational Conflict of Interest issue is resolved.This agreement shall be interpreted under and in conformance with the laws of the United States.________________________________________ ________________________________________Signature and DateCompany_________________________________________ _________________________________________Printed NamePhone NumberCONTRACTOR EMPLOYEEPERSONAL FINANCIAL INTEREST/PROTECTION OF SENSITIVE INFORMATION AGREEMENTThis Agreement refers to Contract/Order _____________________ entered into between the Department of Veterans Affairs and ____________________ (Contractor).As an employee of the aforementioned Contractor, I understand that in connection with my involvement in the support of the above-referenced Contract/Order, I may receive or have access to certain “sensitive information” relating to said Contract/Order, and/or may be called upon to perform services which could have a potential impact on the financial interests of other companies, businesses or corporate entities. I hereby agree that I will not discuss or otherwise disclose (except as may be legally or contractually required) any such “sensitive information” maintained by the Department of Veterans Affairs or by others on behalf of the Department of Veterans Affairs, to any person, including personnel in my own organization, not authorized to receive such information.“Sensitive information” includes: Information provided to the Contractor or the Government that would be competitively useful on current or future related procurements; orIs considered source selection information or bid and proposal information as defined in FAR 2.101, and FAR 3.104-4; orContains (1) information about a Contractor’s pricing, rates, costs, schedule, or contract performance; or (2) the Government’s analysis of that information; orProgram information relating to current or estimated budgets, schedules or other financial information relating to the program office; or(e) Is properly marked as source selection information or any similar markings.Should “sensitive information” be provided to me under this Contract/Order, I agree not to discuss or disclose such information with/to any individual not authorized to receive such information. If there is any uncertainty as to whether the disclosed information comprises “sensitive information”, I will request my employer to request a determination in writing from the Department of Veterans Affairs Contracting Officer as to the need to protect this information from disclosure.I will promptly notify my employer if, during my participation in the subject Contract/Order, I am assigned any duties that could affect the interests of a company, business or corporate entity in which either I, my spouse or minor children, or any member of my immediate family/household has a personal financial interest. “Financial interest” is defined as compensation for employment in the form of wages, salaries, commissions, professional fees, or fees for business referrals, or any financial investments in the business in the form of direct stocks or bond ownership, or partnership interest (excluding non-directed retirement or other mutual fund investments). In the event that, at a later date, I acquire actual knowledge of such an interest or my employer becomes involved in proposing for a solicitation resulting from the work under this Contract/Order, as either an offeror, an advisor to an offeror, or as a Subcontractor to an offeror, I will promptly notify my employer. I understand this may disqualify me from any further involvement with this Contract/Order, as agreed upon between the Department of Veterans Affairs and my company. Among the possible consequences, I understand that violation of any of the above conditions/requirements may result in my immediate disqualification or termination from working on this Contract/Order pending legal and contractual review. I further understand and agree that all Confidential, Proprietary and/or Sensitive Information shall be retained, disseminated, released, and destroyed in accordance with the requirements of law and applicable Federal or Department of Veterans Affairs directives, regulations, instructions, policies and guidance.This Agreement shall be interpreted under and in conformance with the laws of the United States. I agree to the Terms of this Agreement and certify that I have read and understand the above Agreement. I further certify that the statements made herein are true and correct._________________________________________ _________________________________________Signature and DateCompany_________________________________________ _________________________________________Printed NamePhone Number ................
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