OS (Operations And Support)

What is OS (Operations And Support)?

In government contracting, Operations and Support (OS) encompasses the ongoing activities required to keep a delivered system, product, or service functioning effectively throughout its lifecycle. It's about ensuring continued performance, security, and availability to meet the government's needs. OS is a critical phase following initial deployment or implementation.

Definition

Operations and Support (OS) represents the phase in a system's lifecycle where the focus shifts from development and deployment to maintaining and enhancing the existing capabilities. This involves a variety of tasks, including but not limited to: preventative and corrective maintenance, software updates and patches, user support (help desk), cybersecurity monitoring and incident response, data management, and system administration. OS activities aim to ensure the system or service continues to meet the required performance levels, security standards, and user needs. The government relies on effective OS to realize the full value of its technology investments and achieve its mission objectives. Many solicitations will outline specific Key Performance Indicators (KPIs) related to OS requirements.

OS is often governed by Service Level Agreements (SLAs) that define expected performance levels and response times. Contractors providing OS services must adhere to these SLAs and implement robust processes for tracking and reporting performance. Effective OS requires a proactive approach, including regular monitoring, vulnerability assessments, and capacity planning to anticipate and address potential issues before they impact operations. The FAR and agency-specific supplements provide guidance on contract administration and performance monitoring related to OS contracts.

Key Points

• Scope of Activities: OS covers a broad range of tasks necessary for maintaining and improving system or service performance.
• Lifecycle Phase: OS is the phase that follows initial deployment or implementation, focusing on ongoing support.
• Performance Metrics: OS contracts often include Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure and manage performance.
• Cybersecurity Focus: A critical aspect of OS is maintaining the security posture of the system, including vulnerability management and incident response.

Practical Examples

1. Help Desk Support: A contractor provides a help desk service to support government employees using a new software application, resolving user issues and providing training.
2. Cybersecurity Monitoring: A contractor monitors a government network for security threats, implementing security patches and responding to security incidents.
3. System Maintenance: A contractor performs regular maintenance on a government server infrastructure, ensuring optimal performance and preventing system downtime.