SOLICITATION NOTICE
D -- Footprints 5 Named User Software Package Version 10 - Package #1
- Notice Date
- 8/24/2011
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 511210
— Software Publishers
- Contracting Office
- Library of Congress, Contracts Services, Contracts Section, 101 Independence Ave SE, LA-325, Washington, District of Columbia, 20540-9411
- ZIP Code
- 20540-9411
- Solicitation Number
- LCOSI11R0088
- Archive Date
- 9/16/2011
- Point of Contact
- James Webb, Phone: 202-707-8613
- E-Mail Address
-
jwebb@loc.gov
(jwebb@loc.gov)
- Small Business Set-Aside
- N/A
- Description
- Footprints 5 Named User Software Package Version 10 Statement of Work Section C ITSM (Information Technology Service Management) Service Desk Management System C.1 Background The purpose of the Cyclical Investments in Technical Infrastructure (FY2010 to FY 2014) is to invest in the Library infrastructure to build resilient flexible and scalable system configurations that can continue into the future. The required reinvestment consists of building modular systems, with cost-efficient and energy-efficient components that can be configured as needed to meet increasing user requirements for resources maximized for specific services, such as content delivery and content management. This supports the improvements in availability and reliability that are being planned and built through the Cyclical Investments in Technical Infrastructure initiatives. C.1.1 The Library of Congress The Library of Congress (LOC) is the nation's oldest federal cultural institution and serves as the research arm of the United States Congress. It is also the largest library in the world, with nearly 128 million items on approximately 530 miles of bookshelves. The collections include more than 29 million books and other printed materials, 2.7 million recordings, 12 million photographs, 4.8 million maps, and 57 million manuscripts. The Library's mission is to make its resources available and useful not only to the Congress, but all three branches of the Federal Government, and to the American People. An agency of the legislative branch of the U.S. government, the Library of Congress encompasses several integral service and support units: - Congressional Research Service - Copyright Office - Law Library - Library Services - Office of Strategic Initiatives - Office of the Librarian - Infrastructure and support units (Office of the Chief Financial Officer, Human Resources Directorate, Integrated Support Services Office). The Library also services other offices that operate independently of individual service units but are within the Library's organizational structure include the Copyright Royalty Board, the Office of the Inspector General (IG), and the Open World Leadership Center. The Library also hosts office space and/or services for the Office of Compliance (OOC), the US Capitol Police (USCP), and the Congressional Budget Office (CBO). C.1.2 OSI/Information Technology Services As an entity within the Office of Strategic Initiatives, Information Technology Services (ITS) is responsible for IT infrastructure services as directed by the Executive Council (EC). This includes the planning, analysis, design, development, and maintenance of business applications and software systems, servers, client computers, storage, network, and telecommunications systems and services. ITS supports the Library's mission and operations implementing industry best practices, and using state-of-the-art analysis, technology and methodologies. ITS is responsible for maintaining a staff of professional managers and technical and administrative specialists to enable ITS to perform the work that is intrinsic to the successful accomplishment of the Library's mission. Each operating group Section Head and staff work to satisfy customer requirements, to provide outstanding customer service, and to represent customer interests within ITS. As directed by the Executive Council, ITS provides full staff support during the business hours of 6:30 AM to 5:30 PM, Monday through Friday. The Library utilizes a federated information technology support and services model, wherein the various service and support units employ technical support staff who provide first-point of contact (Tier 1) end user computing services. Some service units employ staff to develop and support business applications. The Congressional Research Services organization is served by a fully staffed Information Management and Technology organization. IT infrastructure services for the remainder of the Library's organizations is provided by the Office of Strategic Initiatives, Information Technology Services (ITS). ITS provides a wide range of technical computer, network, telecommunications, and audio-visual support to the LOC community comprising approximately 5,000 internal customers. Locations include the three building complex on Capitol Hill, Washington DC; the National Library services for the Blind and Physically Handicapped (NLS/BPH) facility in Washington DC; the National Audio-Visual Conservation Center at Culpeper, VA; an Alternate Computing Facility (ACF) in Manassas, VA; the distribution/warehouse location in Landover, MD and several overseas operations offices. The IT Security Group (ITSG) operates the Library's IT Security Program. The IT Security Group's mission is to provide IT security education and awareness at all levels and provides the Library with the assurance that Library IT systems and data, including the IT aspects of the collection, are protected commensurate with their value without impairing the Library's ability to provide information to the Congress and the American people. The Technology Assessment Group (TAG) is responsible for performing in-depth studies in information technology's constantly growing and changing hardware and software architecture, programming, and analysis tools and practices. This group recommends to the Director new technology which offers Library system users efficient and effective access to information in a variety of disparate forms and formats. A Resource Management Group (RMG) provides for the various administrative functions in support of ITS management and staff, including the ITS training program; management of ITS planning activities; budget and plan development; interface and liaison duties with the administrative office and functions of the Chief Information Officer; technical writing; personnel and financial administration; and administrative and staff support to the ITS Director's Office and Offices of the Assistant Directors for Research and Development and Operations. The Research and Development Group (R&D) functions as ITS liaisons with LOC service unit management teams. R&D also serves as a programming resource for LOC IT projects. R&D provides Oracle based database support services, web development, third and fourth generation programming support for a diverse number of specialized Library applications; conducts research in IT systems and provides Software Life Cycle Management services for multiple specialized LOC systems. The Office of the Assistant Director for Operations shares with the ITS Director's Office responsibility for administering the Library's IT systems and services with special emphasis on matters related to technology infrastructure. This includes computer operations, telecommunications, system engineering, operating systems programming, server and storage management, digital media support, end-user workstations, audio/visual support, and local and wide area voice and data networks. In particular, this Office has primary responsibility for representing ITS in meetings and negotiations with ITS internal customers and other customers of the ITS-supported infrastructure; for working with ITS Research and Development Groups, Library service and support units, and with Congress on matters concerning IT infrastructure. The Office of the Assistant Director for Operations also includes responsibility for Help Desk support which processes customer trouble tickets and provides information, guidance, and referral services to customers within and outside of the Library. The functions and activities of the following groups are under the supervision of the Assistant Director for Operations. · End User Computing (EUC) group provides customers with client computers (laptops and workstations), printers, software, and other peripheral equipment required for individuals to perform work functions. The current environment contains approximately 5,000 x86 workstations, 150 Macs (Mac OS X). EUC coordinates support functions with Service Unit and ITS Research and Development Liaisons to plan, analyze, procure, implement, and maintain the end user computer environment. EUC has primary responsibility for ITS Service Desk oversight. A contracted service, the Service Desk operates around the clock, seven days a week (24x7). Two shifts run from 6:30 am to 8:30 pm and from 8:30 pm to 6:30 am daily with telephone support from 6:30 am to 6:30 pm each non-holiday weekend. Services include break/fix issues and service requests ticket creation; incident and problem management; hardware configuration; software engineering; inventory management; network monitoring; LOC telephone operations; telecom services; and audio visual and video conferencing support. During 2010, the Service Desk logged approximately 90,000 service desk tickets. · Enterprise Systems Engineering (ESE) group provides centralized infrastructure and system support services for LOC data and communication systems. ESE operates the IBM mainframe which hosts the LOC's cataloging system; operates and maintains the UNIX-based infrastructure (Solaris, AIX, Linux) and Windows-based servers; operates the LOCtest environment; maintains the perimeter security system, i.e., firewalls and routers; provides DHCP/DNS client-server services; monitors all data center, continuity of operations activities and disaster recovery systems. · Technical Facilities and Services (TFAS) is responsible for coordination of LOC services and operations relating to telecommunications networking, data center operations and telephone operations and services. The group is responsible for the coordination of telecommunications systems Library-wide, including data and voice network operations, telephone systems operation, planning, installation and maintenance; network planning, installation, and maintenance; cable planning, installation, and maintenance, and Internet services. · Multi-Media Group (MMG) has responsibility for digital creation and reformatting support to the Library's service units. Specific services of the Multimedia Group include high resolution still image scanning; digital format conversion; video capture; digitization and editing; and presentation integration. MMG offers complete production cycle services, and assists service unit personnel in the development of local capabilities. C.1.3 Current State of IT Customer Service The LOC currently utilizes a number of help desk/tracking systems and none of the systems interface with each other. Tracking and resolving tickets across organizational boundaries often results in poor customer service. Individual tickets must be created for moves/adds/changes, which is time consuming and prone to error if a request requires multiple groups to fulfill a particular request. Priorities cannot be defined in the current systems, so important requests go unnoticed when hot topics arise that receive immediate attention. End users must determine who their point of contact is for support, an often confusing process. As a result, simple requests may require significant effort to process. Key individuals are tasked with entering tickets; some are trained and some make a best effort in assigning work groups as tasks. Duplication of effort occurs and often no effort is made to fulfill a request until someone calls management to follow-up. The ITS help desk system is an older, unsupported version of Remedy software. It is highly customized and difficult to change. Service levels are defined only in terms of response times rather than resolutions. C.2 Scope/General Requirements ITS proposes to acquire a centralized enterprise Service Desk system to automate the processing, tracking, and escalation of support services used by the LOC computing community. The centralized system will be offered to all service and support units, either as an interface to an existing system or as the core system used for all break/fix and work requests for IT services. The Service Desk system will be implemented and managed by the ITS End User Computing group with design input gathered from service unit staff. The intent is to offer all LOC employees a single point of contact with seamless interfaces for IT services. This SOW of work is for software and related services. While hardware and network connections are required to run the service desk system, these requirements are out of scope and will, therefore, be addressed separately. For the purposes of this SOW, the following terms are used: · "System" is used to indicate any individual piece or group of software products and related policies and procedures used in the support of the LOC mission, research and development, and operations and maintenance. · The term "End User" at the LOC is used to refer to any consumer of IT products and services, including but not limited to, LOC staff, members of Congress, and LOC patrons. · "Service Unit Liaison" refers to staff within the Service Units (SUs) who provide front-line or Tier 1 information technology services to LOC employees. "Automation Liaisons" may also interface with end users, typically reporting issues that they cannot resolve to the SU Liaisons. · The term "Service Desk" replaces the previously used term "Help Desk" as it is ITS' desire to broaden the perception of customer service, in line with best industry practices and standards. · "ITIL" or the IT Information Technology Library as published by the Office of Government Commerce in Great Britain. ITIL provides a reference model for all operations associated with an IT services provider. ITIL version 3 is widely adopted by large segments of industry and government. This SOW emphasizes the use of ITIL standards for service management. The LOC requires a single software solution to centralize multiple business processes across the organization with support for advanced technology and industry best practices. The software solution must provide greater functionalities than the ARS Remedy system. This procurement has three required components and one optional component: 1. Acquisition of specified IT Service Management software (Footprints by Numara) 2. Acquisition of professional services to implement the IT Service Management (ITSM) solution, resulting in a complete service management program with mature configurations, operating procedures, and processes; and training for administrators and SU/ITS operations staff. 3. Maintenance for the specified software for base period of performance (maintenance period to begin at initiation of production operation, scheduled for six months after award). C.3 Contract/Contractor Requirements C.3.1 Place of Performance The software will be installed by ITS on hardware maintained within the Madison Building Primary Data Center at 101 Independence Avenue, SE, Washington DC. Professional services and maintenance services will be provided at the Madison Building at 101 Independence Avenue, SE, Washington, DC. C.3.2 Contractor Requirements: -Contractor Point of Contact Responsibilities The Contractor shall provide the Government with a designated point(s) of contact (POC) and make arrangements to enable its maintenance representative to receive such notification, which will ensure compliance with the response time requirements. -Contractor Personnel Requirements The Contractor shall provide qualified and skilled personnel with credentials as IT Service Management (ITSM) solution experts. This shall include experience working with secure networks and server and virtual environments of comparable complexity. - Personnel Replacement LOC/ITS reserves the right to request replacement of any personnel who are deemed incompetent, careless, unsuitable or otherwise objectionable, or whose continued use under this effort is deemed contrary to the best interest of the Library. The COTR shall give notice, in writing, to the Contractor POC of such need for substitution. Within twenty-four (24) hours of receipt of notification, the Contractor POC shall provide personnel replacement resumes, if applicable, to the COTR. The COTR shall notify the Contractor POC, in writing, if the proposed replacement personnel is/are approved. The COTR shall notify the Contracting Officer (CO) of the approval. The Contractor shall obtain approval from the COTR and CO when the Contractor wishes to substitute personnel. The Contractor POC shall notify the COTR and CO, in writing, stating the circumstances necessitating the proposed substitution of the personnel. In the event a Contractor employee is no longer available, the LOC/ITS project team shall require a replacement. The Contractor POC shall provide the COTR with resumes of proposed replacement personnel for review and approval at least 10 business days prior to replacement. No diversion in personnel shall be made by the Contractor without the written consent of the COTR or CO. Any changes in subcontracting firms(s) or a subcontractor's personnel shall be approved by the CO after review of the proposed subcontractor's and/or proposed key staff's qualifications.. C.3.3 Other Requirements No travel is anticipated and no other direct costs are required. C.4 Specific Requirements. C. 4.1 ITIL v3 process capabilities The software solution must enable the deployment and interoperability of the following Information Technology Infrastructure Library (ITIL) v3 processes: · Incident Management · Service Asset & Configuration Management, including Asset Discovery; · Problem Management; · Request Fulfillment; · Change Management; · Service Catalog Management; · Service Level Management; · Knowledge Management; and · Availability Management C. 4.2 Industry Certifications and Recognition: The software solution shall be Office of Government Commerce (OGC) ITIL Gold Level Process Compliant in: · Incident Management · Problem Management Must be PinkVERIFY 3.0 certified in: · Incident Management · Knowledge Management · Service Asset & Configuration Management · Problem Management · Release and Deployment Management · Request Fulfillment Management · Availability Management · Change Management · Service Catalog Management · Service Level Management C.4.3 Functional Requirements: The software solution shall provide the following functional requirements: · Ease of implementation and maintenance · Scalable, allowing for growth in database size and users · One instance/installation for the enterprise · Out-of-the box templates that allow customization based on business needs · Parent/Child ticketing capability · Prioritization and escalation capability based on defined work flows · Capability to define call management processes by Service Unit · API interface with like systems for seamless hand-off of tickets between service units · End user ticketing capability with auto assignments based on LOC defined work flows · Web based access with self service capability · Knowledge base capable; links to external sources such as MS Technet, Adobe, Google, HP, and Apple. · Global ticketing capability · Inventory discovery real-time, accessible by service desk staff; Registry viewing · Broadcast message capability · Approval process workflow automation · Customer satisfaction survey · LDAP address book mapping to LOC staff directory · Remote control capability · Shutdown/Wake Up PCs · Key word search and reporting capability · Calendar synchronization with Microsoft Office for tech support staff scheduling · Change management approval works flows · Configuration Management Database Module (CMDB) linked to change management controls for tracking hardware and software. · Service Catalog/Configuration Management capable · Single user, multiple call flow access · End user/technician instant chat capability · End user view of organization's tickets and status · Unlimited customer access, 100 named users, 100 concurrent users required C.4.4 Product vendor Product vendor shall be a mature and recognized leader in the industry for more than 5 years. Product vendor shall display ability to provide product updates and support and sustain growth, profitability, and stability for at least 5 years from the date of award. C.4. 5 Technical Requirements The solution shall: · Support multiple geographic locations; · Allow approximately 5,000 end users to submit tickets via email or web self-help tools with automatic routing to appropriate support organizations. · Enable software license optimization and compliance based on software utilization metrics from Asset Management; · Provide automated network discovery and inventory of network devices, printers, servers, and desktops in the environment. · Provide automated IT service dependency mapping; · Include out-of-the-box normalized reports of detailed hardware configurations and software installations; · Continuously track changing asset configurations; · Have web capabilities based on a standard HTML/DHTML/AJAX with no proprietary controls or plug-ins; · Be scalable and easy to configure, residing on a single, central computer running as a web server. · Function with multiple standard web browsers such as Microsoft Internet Explorer, Mozilla Firefox, and MacIntosh Safari. · Include real-time Problem and Known Error status tracking available to Incident Management; · Provide the ability to automate and export report/query information into spreadsheet, html, and database formats; · Integrate with Lightweight Directory Access Protocol (LDAP) for authentication credentials; · Support Microsoft SQL Server 2008 (clustered) as the backend DBMS; and · Shall run on a webservers with a Windows 2003/2008 OS platform. Software licenses will be hosted on ITS servers (for web-based solution). The solution shall include the following integrations: · LDAP - integration with >> LDAP Directory Services to populate a subset of contacts and their respective information to the ITSM solution; · NetCool - Event and Alert process integration with ITSM solution; · Manual data imports for configuration item and other core data from existing systems (e.g., Contacts, Locations, etc.). C.4.6 Requirements for Professional Services The Contractor shall provide professional services that meet the following criteria: · Professional Services Provider shall be a Level 1 support provider for the solution being offered; · Professional Services Provider shall be mature, stable, and recognized in the industry for more than five (5) years. · Creation of current reports within the new solution, if not provided with default product capabilities; · Implementation of basic customer satisfaction survey and integration into Incident Management and Request Fulfillment processes, if not provided with default product capabilities. · Migration of a subset of current ITSM user-base from existing SQL database to new solution; · Development of Workflow Analysis and Diagrams for processes deployed; · Development of a test plan that incorporates, but is not limited to, software integration testing, performance testing, and user acceptance testing. Test plan must be in accordance with established LOC COTS application implementations; · Development of process configuration and implementation timeline for each of the processes within scope; · Training on the various processes within scope for technical support teams, system administrators, and key users; · Development of a plan for production installation, configuration, and implementation; · Development of standard operating procedures - daily operations, monitoring checklists, and incident response Standard Operating Procedures (SOP); · Configure and train staff at to manage file-by-file, Operating System-by-Operating System, system-by-system and host configurations for end-to-end change monitoring; · Develop inventory and discovery methodologies for targeted infrastructure; · Develop standard reports to support auditing and metrics reporting; · Develop dashboard and console views; · Provide on-site support during production deployment of the new solution; · Knowledge transfer must be performed by the Contractor throughout the project. Information such as LOC-specific guides, lessons learned, best practices, etc., must be provided in electronic format (i.e., MS Word). Required documentation shall be agreed upon prior to the implementation phase. Any questions and/or follow-up must be answered by the Contractor prior to the conclusion of the engagement; · The Contractor shall maintain a written summary of the services provided and the status of work; and · Responses to questions and concerns raised by LOC/ITS in regards to the performance of the contract shall be submitted in writing to the COTR within five (5) days of the occurrence and responded to within five (5) days by the Contractor. C.5 Deliverables C.5.1 Software 1 Base Installation 60 FootPrints - 5 Named User Software Package Version 10 KIT Perpetual 1 Base Installation ~ FootPrints 5 Named Agents Perpetual 1 Base Installation ~ FootPrints Dynamic Address Book Link / LDAP Perpetual 1 Base Installation; Library-wide use ~ FootPrints Unlimited Customer Self Service License Perpetual 100 IT Staff Library-wide Access/Use 149-100-N0019-CHGCFG FootPrints Additional Named User Agents w/ Change and Config Mgmt Tier 8 EACH Perpetual 100 IT Staff Library-wide Access/Use 149-100-C0019-CHGCFG FootPrints Additional Concurrent User Agents w/ Change and Config Mgmt Tier 8 EACH Perpetual 1 IT Staff Library-wide Access/Use 149-100-CM019 FootPrints Change Management ON Perpetual 1 IT Staff Library-wide Access/Use 149-100-CM020 FootPrints Configuration Management and Service Catalog ON Perpetual 1 System Tool for database synchronization 149-100-05001 FootPrints Dyn. SQL DB Link/DS DL ON Perpetual 60 Client computer real-time monitoring tool; min. computer count 6,000 1804 Asset Management Platform Inventory Management Tier 5 PK100 Perpetual 60 Client computer real-time monitoring tool; min. computer count 6,000 1803 Asset Management Platform Application Monitoring Tier 5 Perpetual 1 Client computer real-time monitoring tool; Server license 1801 Asset Management Platform Master Server Tier 5 Perpetual 1 COMBOPC-PG2 Premium Care 1 year with option for renewal for 3 years 1 IT Staff Library-wide Access/Use MMFP Migration Manager 6000 IT Staff Library-wide Access/Use MMFP-NODE Migration Manager - Nodes 1 MMFP-MNT Migration Manager Premium Care (New) 1 year with option for renewal for 3 years; may be combined with Premium Care noted above C.5.2 Implementation Services The Contractor shall provide the following services: Qty Use Item Description Unit 1 CONSULTING-4863 Migration Manager Consulting 1 DAY On-Site 2 IMPLEMENTATION-2720 15-Day Plan/Impl Numara FootPrints w/ Inc-Prb/CHG/CFG/SC EACH On-Site 1 ITS Staff IMPLEMENTATION-3AMP-STD 3-Day Numara AMP Core Training EACH On-Site 1 ITS Staff IMPLEMENTATION-2INV-STD 2-Day Plan / Impl Inventory Mgr (Pre req) EACH On-Site Specific schedule will be agreed-upon by contractor and COTR in writing within 30 days after award. The following will result from these services: · Creation of current help desk reports within the new solution, if not provided with default product capabilities; · Implementation of basic customer satisfaction survey and integration into Incident Management and Request Fulfillment processes, if not provided with default product capabilities. · Migration of a subset of current ITSM user-base from existing SQL database to new solution; · Development of Workflow Analysis and Diagrams for processes deployed; · Development of a test plan that incorporates, but is not limited to, software integration testing, performance testing, and user acceptance testing. Test plan must be in accordance with established LOC COTS application implementations; · Development of process configuration and implementation timeline for each of the processes within scope; · Development of a plan for production installation, configuration, and implementation; · Development of standard operating procedures - daily operations, monitoring checklists, and incident response Standard Operating Procedures (SOP); · Configure file-by-file, Operating System-by-Operating System, system-by-system and host configurations for end-to-end change monitoring; · Develop inventory and discovery methodologies for targeted components to be monitored; · Develop standard reports to support auditing and metrics reporting; · Develop dashboard and console views; · Provide on-site support during production deployment of the new solution; · Knowledge transfer. Required documentation shall be agreed upon between contractor and COTR within 30 days after award. Information such as LOC-specific guides, lessons learned, best practices, etc., must be provided inelectronic format (i.e., MS Word). · The Contractor shall provide training/instructions to ITS staff and key users on the proper utilization of all aspects of the installed system. Training will be for both individual group instruction in a work environment situation..Number of training sessions will be agreed upon between contractor and COTR within 30 days after award. · The Contractor shall maintain a written summary of the services provided, with responses to questions or concerns raised by ITS submitted in writing to the COTR within a period of ten (10) days from occurrence. The written responses are to include any pertinent references that could assist ITS in determining the applicability of the response. ITS may request that alternative approaches be investigated in lieu of any originally suggested by the Contractor. · The Contractor shall furnish a copy of the written summary of the services provided under this contract each month to the COTR along with any known recommendations and concerns as part of the monthly report. C.5.3 Maintenance Services The following maintenance services shall be provided Maintenance services shall be provided, 24-hours a day, 7-days a week. Contractor shall respond to maintenance calls within 2-hours of being notified by the LOC (or 2-hours from the time that ITS makes a bona-fide attempt to contact the Contractor's designated representative) that maintenance is needed. Contractor will contact designated ITS representative via specified method (e.g., telephone or email). Maintenance services can be provided via remote access unless specific arrangements are made for onsite maintenance. 1 COMBOPC-PG2 Premium Care 1 year with option for renewal for 3 years 1 MMFP-MNT Migration Manager Premium Care (New) 1 year with option for renewal for 3 years; may be combined with Premium Care noted above C.6. Inspection and Acceptance C.6.1 Maintenance Call Reports Upon the completion of each maintenance call, the Contractor shall provide the COTR with a written report to include the following: · Date and time notified; · Date and time of arrival;; · Description of the malfunction; · Date and time device(s) was returned as functional; · Service call reference number; · Description of action taken; and · Name of person who performed the repair. C.6.2 Progress/Status Reports The Contractor shall deliver to the COTR a written monthly report in such format, and with such content, as the COTR shall direct. At a minimum, the report shall: · Describe the activities and accomplishments of the Contractor for the reporting period; · Describe planned activities for the following reporting period; and · Clearly describe all issues that need to be brought to the attention of ITS for input and/or resolution. C.6.3 Quality Control Plan and Quality Assurance Surveillance Plan Inspection and acceptance of all work performed under this contract shall be conducted by the COTR and shall be completed to ensure the Contractor remains in compliance with contract requirements and specifications. The COTR shall further assess conformance with the performance standards contained in the Quality Assurance Surveillance Plan (QASP). Quality Control Plan (QCP) The Contractor shall establish a complete QCP. The QCP shall be maintained to ensure the requirements of the task order are met as specified in the QASP shown below. Quality Assurance Surveillance Plan (QASP) Task Deliverable Quality Standard Quality Assurance Method Acceptable Quality Level (AQL) Incentive/ Disincentive 1 Knowledge Transfer Contractor shall provide build guides, lessons learned, best practices as required in Section C.3 of the SOW 100% inspection Due no later than 3 weeks prior to planned installation of solution Incentive: If Contractor performs requirement in accordance with performance standard/AQL, favorable comments will be documented on Contractor's Past Performance Disincentive: If Contractor does not perform requirement in accordance with performance standard/AQL, unfavorable comments will be documented on Contractor's past performance. 2 Consultation Services Contractor shall provide consultation services as required in Section C.9 of the SOW Within four (4) hours of request for off-site; within two (2) weeks of request for on-site 3 Summary of Services Contractor shall provide a written summary of services (including recommendations and concerns) as required in Section C.3 of the SOW Within 30 days after completion of installation 4 Maintenance Services Contractor shall provide maintenance services as requested in Section C.10 of the SOW. Availability 24x7; response within two (2) hours of notification 5 Malfunction Reports Contractor shall provide malfunction reports as required in Section C.12 of the SOW Within 30 days of completion of each service call. 6 Progress & Status Reports Contractor shall provide progress and status reports as required in Section C.13 of the SOW Due no later than 5 work days after the end of the reporting period C.7 Period of Performance The base period of performance is requested to begin at time of award and end twelve months later. This includes the period of performance for all implementation services, and the first year of maintenance. There is a proposed option year 1 for the second year of maintenance. There is a proposed option year 2 for the third year of maintenance. C.8. Other Documents/Information C.8.1 Information Security The work to be conducted is considered SENSITIVE BUT UNCLASSIFIED. The Contractor shall ensure that all Library information processed under this contract is protected from unauthorized use and mishandling by assigned personnel. Information includes both hard copy (paper) formats and soft copy (stored in electronic form, e.g., hard disks, tapes, flash drives, CD-ROM, etc.). a) The Contractor shall store hard copies and soft copy contained on removable media (e.g., tapes, floppy disks, CD-ROM/CD-R, flash drives, etc.) in a government approved storage container per the direction of the COTR or the Library of Congress Project Manager when not under the direct control of approved Contractor personnel. b) The Contractor shall treat any information developed on security vulnerabilities and any Government provided sensitive documents as "Sensitive but Unclassified" information. c) The Contractor personnel shall label and protect this information as "Security Category: Moderate", placing this designation in the footer. d) The Contractor shall ensure that all documents designated "Security Category: Moderate", "Security Category: High" and "Limited Official Use Only" are not be emailed outside of the Library of Congress email system, only between Library of Congress email accounts. e) The Contractor shall ensure that all documents designated "Security Category: Moderate", "Security Category: High" and "Limited Official Use Only" are shredded, burned or otherwise destroyed before being disposed. f) The Contractor shall dispose of all documents designated "Security Category: Moderate", "Security Category: High" and "Limited Official Use Only" remaining in the Contractor's possession at the end of the contract term. g) The Contractor shall ensure that all Contractor workstations used to process Library information utilize anti-virus and anti-spyware utilities that are configured to continuously monitor and to automatically update their respective signatures and have automatic operating system patching in place. h) The Contractor shall ensure that all Contractor workstations used to process Library information employ a firewall that can either be software running on the workstation or a standalone firewall that protects the workstation from unauthorized access from any other devices, including devices on the Contractor's corporate network. i) The Contractor shall ensure that all Library information that is labeled "Security Category: Moderate", "Security Category: High" and "Limited Official Use Only" is encrypted using a FIPS 140-2 validated application configured in FIPS mode (http://csrc.nist.gov/cryptval/ ). This includes information stored on internal hard drives and removable devices (e.g., CD-Rs, flash drives, etc.) j) The Contractor must provide a written list of anti-virus, anti-spyware, firewall, encryption products, versions and proof of licenses, along with the automatic operating system patching status, MAC address (if applicable) and user name for each system being used to process Library information. k) The Contractor shall not provide any government-furnished documents, information, or licensed material in any form to anyone other than the Contracting Officer, the COTR or the Library of Congress Project Manager without the written approval of the Contracting Officer, the COTR, or the Library of Congress Project Manager during the period of this contract or at any time afterwards. l) The Contractor shall not provide any government documents or information related to IT Security in any form without the written approval of the IT Security Group. m) The Contractor shall ensure that all Contractor personnel sign and comply with non-disclosure statements. n) The Contractor shall not publish or disclose in any manner, without the Contracting Officer's written consent, the details of any safeguards either designed or developed by the Contractor under this contract or otherwise provided by the Government. o) To the extent required to carry out a program of inspection to safeguard against threats and hazards to the security, integrity, and confidentiality of Government data, the Contractor shall afford the Government access to the Contractor's facilities, installations, technical capabilities, operations, documentation, records, and databases. p) If new or unanticipated threats or hazards are discovered by either the Government or the Contractor, or if existing safeguards have ceased to function, the discoverer shall immediately bring the situation to the attention of the other party. - The Government will control network access during installation of the software. The Contractor will not be given direct access to the LOC network unless directed by Government personnel. - The contractor staff are subject to LC security investigation. C.8.2 Other -Government furnished equipment (GFE) and data will be provided as determined to be necessary. - Contractor will follow appropriate LC guidelines for system development lifecycle, project management,,security assessment and accessibility requirements.
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- Place of Performance
- Address: Madison Building Primary Data Center at 101 Independence Avenue, SE, Washington DC., Professional services and maintenance services will be provided at the Madison Building at 101 Independence Avenue, SE, Washington, DC., Washington, District of Columbia, 20540, United States
- Zip Code: 20540
- Zip Code: 20540
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