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The Department requires assistance with
SOM products and services. SOM addresses the overall system operations
and management needs for information and computing resources at
all organizational levels. This section describes the SOM functional
requirements and provides information that the Contractor may
need to know in order to perform some tasks. The Contractor shall
provide a full range of support services to the Government in
either a Government-Owned, Contractor Operated or Contractor-Owned,
Contractor Operated (i.e., outsourcing) environment.
Office Automation Support/
Help Desk
Network Support
Computer Center Technical Support
Media / Training Center Support Seat Management
Telecommunications Support
Independent Verification & Validation
Software Maintenance and/or Licensing
Office
Automation Support/Help Desk
The Contractor shall provide
planning, analysis, troubleshooting, integration, acquisition,
installation, operations, maintenance, training, documentation,
and administration services for office automation systems. The
Contractor shall also maintain a centralized technical assistance
service that supports problem resolution and distributes general
information concerning office automation. Office Automation/Help
Desk support functions include, but are not limited to, the capability
to:
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a. Evaluate hardware, firmware,
peripherals, software packages, etc. for use by staff and
provide recommendations for accomplishing the desired objectives;
b. Troubleshoot problems encountered using microcomputer
software;
c. Develop/provide user manuals, programmer
maintenance manuals, system design documentation, etc.;
d. Provide user training in a variety of areas (e.g.,
desktop publishing, end-user security awareness training,
telecommunications, operating systems, software packages);
e. Analyze and assess equipment and performance degradation,
including determination of hardware, software, and/or other
technical changes necessary as well as supply refreshment
to meet operational requirements;
f. Perform data
entry processing;
g. Maintain a support facility
(normally consistent with Government personnel working hours
Monday through Friday unless otherwise specified), designed
to provide assistance and help to users in all areas related
to IRM/IT, including personalized assistance, telephone assistance,
limited training, etc.;
h. Provide support services
to maintain backup capability, security, imaging/ OCR, operational
data storage and retrieval applications resident on diverse
computer platforms such as microcomputer, standalone, and
minicomputer suites;
i. Lease, maintain, and repair
primary and peripheral hardware;
j. Provide assistance
in maintaining inventory control and location records of Government-owned
Federal Information Processing (FIP) equipment/software and
disposal of property as required;
k. Collect statistics
on hardware/software/system problems, security incidents,
maintenance service calls, and user base;
l. Assist
in the planning and logistics of conferences (including local,
remote, tele-conferences, nationwide, and/or global) and presentations;
m. Analyze new applications, perform software maintenance,
and make appropriate enhancements to existing systems as well
as assisting customer personnel in identifying their requirements
and/or problems;
n. Review implementation plans
for applications to ensure that the system resources are available
to support applications in both the long and short term;
o. Perform configuration management of software and
hardware, including computers and network equipment across
the enterprise;
p. Coordinate and track job requests
to ensure that all customer requests are handled expeditiously
while keeping Government apprised of significant changes in
workload status; and
q. Centralized administration
of software licenses, including dynamic allocation. |
Network Support
The Contractor shall provide
planning, analysis, troubleshooting, integration, acquisition,
installation, operations, maintenance, training, documentation,
and administration services for all types of data networks, including,
but not limited to, enterprise systems, the Interdepartmental
Data Network (IDN) "backbone", Local Area Networks (LAN),
Wide Area Networks (WAN), client-server, Internet access, and
videoconferencing. The Contractor shall also maintain a centralized
technical assistance service that supports problem resolution
and distributes general network information. Network support functions
include, but are not limited to, the capability to:
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a. Develop/provide user manuals,
programmer maintenance manuals, system design documentation,
purchase and installation of network support equipment/software;
b. Analyze and assess equipment and performance degradation,
including determination of hardware, software, and/or other
technical changes necessary as well as supply refreshment
to meet operational requirements;
c. Maintain a
support facility (normally consistent with Government personnel
working hours Monday through Friday unless otherwise specified),
designed to provide assistance and help to users in all areas
related to IRM/IT, including personalized assistance, telephone
assistance, limited training, etc.;
d. Plan, install,
operate, maintain, manage the configuration, and monitor performance
of FDDI-compliant "backbone" networks and associated
equipment to include maintaining existing and planned LAN/WAN
connections, software and hardware systems providing LAN/WAN
connectivity, LAN/WAN topologies and operating systems;
e. Assist in determining requirements and developing
plans and justifications for additions and modifications to
hardware and software for network systems;
f. Develop,
update, and maintain technical support plans describing current
and planned communication systems based on projected user
needs and which forms the basis for the acquisition of needed
hardware or software in planned expansions of capabilities;
g. Coordinate, track, and measure performance on job
requests to ensure that all customer requests are handled
expeditiously while keeping Government apprised of significant
changes in workload status;
h. Provide user training
in a variety of areas (e.g., desktop publishing, telecommunications,
operating systems, software packages, end-user security awareness
training) with requisite documentation;
i. Provide
ongoing system and applications maintenance;
j.
Design, develop, and implement automated systems utilizing
a LAN or WAN based data server;
k. Develop and
test user interfaces that transparently integrate system applications;
l. Assist in the planning and logistics of conferences
(including local, remote, tele-conferences, nationwide, and/or
global) and presentations;
m. Develop data conversion
and data validation routines;
n. Provide assistance
in planning and performing data conversion/system migrations;
o. Perform hardware/software testing, installation,
and maintenance;
p. Lease, maintain, and repair
primary and peripheral hardware in the context of a "solutions
based" contract;
q. Provide system administration,
programming (including development of special applications),
and database support services for microcomputer systems supporting
multiple local and remote users;
r. Provide assistance
in maintaining inventory control and location records of Government-owned
Federal Information Processing (FIP) equipment/software and
disposal of property as required;
s. Evaluate data
communication requirements and perform analyses to determine
hardware, software, and telecommunications support services
necessary to meet requirements;
t. Provide support
services to maintain file/application backup capability, security,
imaging/OCR, operational data storage and retrieval application
resident on diverse computer platforms such as networks and
client-server environments;
u. Plan, install, operate,
manage the configuration, administer/synchronize directories,
and monitor performance of electronic messaging systems;
v. Centrally administer software licenses, including
dynamic allocation;
w. Perform network-based detection
of viruses and unauthorized software and facilities to counter/eliminate/control;
x. Centrally distribute electronic software (operating
system, major systems, etc.);
y. Manage and administer
user id, password and security keys (public/private, unique);
and
z. Administer domain addresses. |
Computer Center Technical
Support
The Contractor shall provide
planning, analysis, troubleshooting, integration, acquisition,
installation, operations, maintenance, training, documentation,
and administration services for computer centers. The Contractor
shall also maintain a centralized technical assistance service
that supports problem resolution and distributes general computer
center information. Computer center technical support functions
may include, but are not limited to, the capability to:
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a. Develop/provide user manuals,
programmer maintenance manuals, system design documentation,
etc.;
b. Provide ongoing system and applications
maintenance;
c. Analyze and assess equipment and
performance degradation, including determination of hardware,
software, and/or other technical changes necessary to meet
operational requirements;
d. Perform data entry
processing;
e. Perform system analysis, design,
development, implementation, operation, and life cycle maintenance
of imaging applications;
f. Provide support services
to maintain operational data storage and retrieval application
resident on diverse computer platforms such as mainframes,
minicomputers, et al;
g. Assist in the planning
and logistics of conferences (including local, remote, tele-conferences,
nationwide, and/or global) and presentations;
h.
Lease, maintain, and repair primary and peripheral hardware,
including CPU, tape drives, etc.;
i. Produce and
maintain backup tapes and operating system software;
j.
Develop standard operating procedures for the computer center
and ensure compliance with them;
k. Process data
on large-scale computer systems in the multiprocessing environment;
l. Provide cleaning of facility IT components;
m. Identify the rate of consumption for expendable supplies
in enough time to replace these supplies in an orderly manner;
n. Coordinate and track job requests to ensure that
all customer requests are handled expeditiously while keeping
Government apprised of significant changes in workload status;
o. Maintain a support facility (normally consistent
with Government personnel working hours Monday through Friday
unless otherwise specified), designed to provide assistance
and help to users in all areas related to IRM/IT, including
personalized assistance, telephone assistance, limited training,
etc.;
p. Establish and maintain a computer capacity
management function, including collection and maintenance
of statistics on storage consumption and current storage capacity;
q. Perform hardware/software testing, installation,
and maintenance;
r. Collect and maintain statistics
on hardware and software problems, maintenance service calls,
and user base;
s. Perform network communications
maintenance, including coordination with agency groups, telephone
companies, and maintenance vendors to resolve data communication
problems;
t. Convert data through in-house optical
character recognition systems, electronically, through the
use of vendors, etc.;
u. Monitor system performance
and coordinate with office system vendors and users on efficient
and effective use of the system;
v. Schedule and
conduct regular user meetings;
w. Maintain a training
facility and provide training for all levels of users on all
functions of the system;
x. Develop requirements/specifications
for hardware, software, and/or services;
y. Develop
special applications as required;
z. Provide assistance
in formulating cost recovery and budget projections;
aa.
Provide assistance in maintaining inventory control and location
records of Government-owned FIP equipment/software and disposal
of property as required;
bb. Perform annual inventories
of computer center equipment and users;
cc. Maintain
system architecture/schematic on hardware, software, circuits,
and codes for each system and user(s);
dd. Develop
and maintain a configuration management program for all supported
applications;
ee. Develop and maintain a IT human
resource management program;
ff. Develop and maintain
a continuous improvement/quality assurance program;
gg.
Develop and maintain a lifecycle management program for all
hardware and software applications;
hh. Centrally
administer software licenses, including dynamic allocation;
ii. Perform network-based detection of viruses and
unauthorized software and facilities to counter/eliminate/control;
jj. Centrally distribute electronic software (operating
system, major systems, etc.);
kk. Manage and administer
user ids, passwords and security keys (public/private, unique);
Administer domain addresses; Administer and synchronize e-mail
directories; and
ll. Provide a full
range of services for data center consolidation. |
Media/Learning Center
Support
The Contractor shall provide
planning, analysis, troubleshooting, integration, acquisition,
installation, operations, maintenance, training, documentation,
and administration services for multi-media and education centers.
The Contractor shall also maintain a centralized technical assistance
service that supports problem resolution and distributes general
multi-media and learning information. Media and learning support
functions include, but are not limited to, the capability to:
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a. Develop/provide user manuals,
programmer maintenance manuals, and system design documentation,
etc.;
b. Analyze and assess equipment and performance
degradation, including determination of hardware, software,
and/or other technical changes necessary to meet operational
requirements as well as supply refreshment;
c.
Assist in the planning and logistics of conferences (including
local, remote, tele-conferences, nationwide, and/or global),
presentations, and classes;
d. Coordinate and track
job requests to ensure that all customer requests are handled
expeditiously while keeping Government apprised of significant
changes in workload status;
e. Maintain a support
facility (normally consistent with Government personnel working
hours Monday through Friday unless otherwise specified), designed
to provide assistance and help to users in all areas related
to IRM/IT, including personalized assistance, telephone assistance,
limited training, etc.;
f. Prepare video tapes
of presentations, meetings, course topics, etc.;
g.
Arrange press briefings/conferences and classes;
h.
Arrange teleconferences among parties at local and remote
sites;
i. Perform hardware/software testing, installation,
and maintenance;
j. Lease, maintain, and repair
primary and peripheral hardware;
k. Maintain inventory
control and location records of Government-owned Federal Information
Processing (FIP) equipment/software and dispose of property
as required; and
l. Provide set-up, programming,
and operating of groupware; and
m. Provide professional
training expertise, including Instructional Systems Design
capabilities, to improve job performance of employees utilizing
the learning/media center. |
Seat Management
The Contractor shall provide
desktop computing as a service and the Government will purchase
these services as a utility and will pay for them by the "seat."
The services include the entire suite of hardware, COTS software,
connectivity, and support services required to deliver the support
to the desktop. To accomplish this, it is expected that the Contractor
will be capable of providing the following services:
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a. Asset Management: Provide
network assets to meet end user technology requirements.
Manage network asset inventory. Re-market used network assets.
b. Infrastructure Management: Perform all functions
related to network and systems management, including performing
configuration management, implement current software versions
and patches, maintain a high-level of system reliability,
availability, and performance, and recommend and implement
enhancements to prevent performance problems. Where applicable
and practical, this would include the ability to provide
these functions remotely.
c. Installation: Provide those functions required
to plan and implement the installation of a network infrastructure
necessary to support varying degrees of size and complexity.
d. Maintenance: Plan and implement a maintenance
program, both preventative and remedial, focused on minimizing
downtime and achieving efficient operations that includes
periodic testing and inspections.
e. User Support: Provide technical skills, infrastructure,
and equipment necessary to isolate, identify, track, report
and resolve end user hardware and software problems.
f. Training: Develop and deliver training necessary
to provide varying degrees of end user competency in required
software suites, operating systems, and other required COTS
software packages.
g. Design and Installation: Perform system engineering,
conceptual design, detailed design for architecture, and
configuration enhancements of existing and new networks.
h. Processing Support: Provide processing capabilities
and support services for the full range of processors (i.e.,
mainframes, minis and micros).
i. Miscellaneous - any other services required. |
Telecommunications
Support
The Contractor shall provide policy, procedural, and organization
support; perform operation and maintenance of existing and future
telecommunications systems; perform system installation and enhancement
of new or existing telecommunications systems and networks; and
provide user training. Telecommunications support functions include,
but are not limited to, the capability to:
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a. Perform as the customer service
representative and provide customer service as required, including
receiving, evaluating, and responding to telephone service
orders and analyzing, processing, and updating telephone service
records;
b. Identify and provide telecommunications
equipment;
c. Develop and modify communications
software;
d. Perform hardware and software operations
and maintenance relative to telecommunication system configuration(s);
e. Manage telephone service records and data related
to telephone system operation;
f. Maintain telephone
locator - phone directory database;
g. Provide
support for voice mail (VMX);
h. Monitor and analyze
PBX performance;
i. Operate local and long distance
directory assistance system;
j. Provide telephone
user support services; and
k. Provide telecommunication
services outsourcing. |
Independent Verification
and Validation
The Contractor shall provide
technical resources to define, develop, and conduct Independent
Validation and Verification (IV&V) Tests for Office Automation
Support/Help Desk; Network Support; Computer Center Technical
Support; and Telecommunications Support. Validation testing shall
be designed to ensure that the software developed fully addresses
the requirements established to provide specific system operation
functions. Verification testing shall be designed to determine
whether the software code is logically correct for the operation
functions for which it was designed. It is expected that the operational
areas listed above will be contracted as separate IV&V tasks.
IV&V testing support functions include, but are not limited
to, the capability to:
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a. Organize a test team
to ensure that software requirements are tested to the satisfaction
of the user organization for the areas identified in 3.9.1;
b. Create a Master Test Plan that includes the various
types of testing that should be conducted;
c. Identify
the requirements, objectives, and anticipated results to test
the software at all appropriate levels;
d. Ensure
that the test case scenarios used for testing vary in complexity
and detail, and that they evolve to include more and more
realistic situations;
e. Ensure that advanced,
complex IV&V testing includes reliable test examples for
all operational scenarios modeled; and
f. Provide
thorough and objective test reports to management, both verbal
presentations and written documentation as required. |
Software Maintenance
and/or Licensing
The Contractor shall provide
for software maintenance and/or software licenses from 3rd party
vendors in support of tasks falling within this functional area.
Other
SOM Tasks
The Contractor shall provide resources to support other IT-related
tasks that may not have been specifically mentioned in the above
paragraphs. The contract is intended to cover all types of IT
services. It would be impossible to identify all requirements
and/or anticipate how technology will evolve over the life of
the contract. Therefore, the contractor shall be capable of providing
the broad range of IT services and keep current with emerging
technologies.
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CAPABILITIES
