P-19-246 FPRS NDB O&M Enhancements

A - Solicitation/Contract Form 1 B - Supplies or Services/Prices 5 C - Description/Specifications 9 D - Packaging and Marking 31 E - Inspection and Acceptance 31 F - Deliveries or Performance 32 G - Contract Administration Data 33 H - Special Contract Requirements 37 I - Contract Clauses 44 J - List of Documents, Exhibits and Other Attachments 50 K - Representations, Certifications, and Other Statements of Bidders 50 L - Instructions, Conditions, and Notices to Bidders 58 M - Evaluation Factors for Award 67 A - Solicitation/Contract Form SOLICITATION/CONTRACT BIDDER/OFFEROR TO COMPLETE BLOCKS 11, 13, 15, 21, 22, & 27 1. THIS CONTRACT IS A RATED ORDER UNDER DPAS (15 CFR 700) RATING PAGE OF PAGES 1 74 2. CONTRACT NO. 3. AWARD/ EFFECTIVE DATE 4. SOLICITATION NUMBER 12319819R0006 5. SOLICITATION TYPE x SEALED BIDS NEGOTIATED (IFB) (RFP) 6. SOLICITATION ISSUE DATE 05/15/2019 7. ISSUED BY CODE FNS-HQ-MGMT-ASD-CMB 8. THIS ACQUISITION IS UNRESTRICTED OR X SET ASIDE: % FOR: X SMALL BUSINESS WOMEN-OWNED SMALL BUSINESS (WOSB) HUBZONE SMALL ELIGIBLE UNDER THE WOSB PROGRAM BUSINESS EDWOSB FNS-HQ-MGMT-ASD-CMB 3101 PARK CENTER DRIVE ROOM 228 ALEXANDRIA VA 22302 SERVICE-DISABLED VETERAN- OWNED SMALL BUSINESS NAICS: 541519 8(A) SIZE STANDARD: $27.50 This solicitation is set-aside for Small Businesses. NO CALLS 9. (AGENCY USE) Solicitation questions due by 06/14/2019, 11:30am Eastern time. Solicitation answers will be posted by COB 06/26/2019. Solicitation RFP responses due by closing date: 07/17/2019, time: 11:30am Eastern Time. 10. ITEMS TO BE PURCHASED (BRIEF DESCRIPTION) SUPPLIES - SERVICES 11. IF OFFER IS ACCEPTED BY THE GOVERNMENT WITHIN 12. ADMINISTERED BY CODE FNS-HQ-MGMT-ASD-C CALENDAR DAYS (60 CALENDAR DAYS UNLESS OFFEROR INSERTS A DIFFERENT FNS-HQ-MGMT-ASD-CMB 3101 PARK CENTER DRIVE ROOM 228 ALEXANDRIA VA 22302 PERIOD) FROM THE DATE SET FORTH IN BLOCK 9 ABOVE, THE CONTRACTOR AGREES TO HOLD ITS OFFERED PRICES FIRM FOR THE ITEMS SOLICITED HEREIN AND TO ACCEPT ANY RESULTING CONTRACT SUBJECT TO THE TERMS AND CONDITIONS STATED HEREIN. 13. CONTRACTOR CODE OFFEROR FACILITY CODE 14. PAYMENT WILL BE MADE BY CODE TELEPHONE NO. UNIQUE ENTITY IDENTIFER CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK: 15. PROMPT PAYMENT DISCOUNT 16. AUTHORITY FOR USING OTHER 10 U.S.C. 2304 41 U.S.C. 253 THAN FULL AND OPEN COMPETITION ( ) ( ) 17. ITEM NO. 18. SCHEDULE OF SUPPLIES/SERVICES 19. QUANTITY 20. UNIT 21. UNIT PRICE 22. AMOUNT Tax ID Number: Not Available DUNS Number: Not Available Delivery Location Code: FNS-HQ-MGMT FNS-HQ-MGMT 3101 PARK CENTER DRIVE ROOM 314 ALEXANDRIA VA 22302 US Continued ... 23. ACCOUNTING AND APPROPRIATION DATA 24. TOTAL AWARD AMOUNT (FOR GOVERNMENT USE ONLY) 25. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN 1 COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DELIVER ALL ITEMS SET 26. AWARD OF CONTRACT: YOUR OFFER ON SOLICITATION NUMBER SHOWN IN BLOCK 4 INCLUDING ANY ADDITIONS FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY CONTINUATION SHEETS OR CHANGES WHICH ARE SET FORTH HEREIN, IS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED HEREIN. ACCEPTED AS TO ITEMS: 27. SIGNATURE OF OFFEROR/CONTACTOR 28. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) NAME AND TITLE OF SIGNER (TYPE OR PRINT) DATE SIGNED NAME OF CONTRACTING OFFICER LAWRENCE WILLIAMS DATE SIGNED AUTHORIZED FOR LOCAL REPRODUCTION PREVIOUS EDITION NOT USABLE STANDARD FORM 1447 (REV. 8/2016) Prescribed by GSA - FAR (48 CFR) 53.214(d) NO RESPONSE FOR REASONS CHECKED CANNOT COMPLY WITH SPECIFICATIONS CANNOT MEET DELIVERY REQUIREMENT UNABLE TO IDENTIFY THE ITEM(S) DO NOT REGULARLY MANUFACTURE OR SELL THE TYPE OF ITEMS INVOLVED OTHER (Specify) WE DO WE DO NOT, DESIRE TO BE RETAINED ON THE MAILING LIST FOR FUTURE PROCUREMENT OF THE TYPE OF ITEMS INVOLVED NAME AND ADDRESS OF FIRM (Include ZIP Code) SIGNATURE TYPE OR PRINT NAME AND TITLE OF SIGNER FROM: AFFIX STAMP HERE TO: FNS-HQ-MGMT-ASD-CMB FNS-HQ-MGMT-ASD-CMB 3101 PARK CENTER DRIVE ROOM 228 ALEXANDRIA VA 22302 SOLICITATION NO. 12319819R0006 DATE AND LOCAL TIME STANDARD FORM 1447 (REV. 8/2016) BACK B - Supplies or Services/Prices CONTINUATION SHEET REFERENCE NO. OF DOCUMENT BEING CONTINUED 12319819R0006 PAGE OF 4 74 NAME OF OFFEROR OR CONTRACTOR (A) ITEM NO. (B) SUPPLIES/SERVICES (C) QUANTITY (D) UNIT (E) UNIT PRICE (F) AMOUNT Period of Performance: 09/20/2019 to 09/19/2024-including all Option Years. 001 Services for Maintenance, Support and Enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB)IAW attached PWS. Product/Service Code: D307 Product/Service Description: Automated Information System Design and Integration Services 1 EA 002 Services for Maintenance, Support and Enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB)IAW attached PWS. (Option Line Item) 09/19/2020 Product/Service Code: D307 Product/Service Description: Automated Information System Design and Integration Services 1 EA Period of Performance: 09/20/2020 to 09/19/2021 003 Services for Maintenance, Support and Enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB)IAW attached PWS. (Option Line Item) 09/19/2021 Product/Service Code: D307 Product/Service Description: Automated Information System Design and Integration Services 1 EA Period of Performance: 09/20/2021 to 09/19/2022 004 Services for Maintenance, Support and Enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB)IAW attached PWS. (Option Line Item) 09/19/2022 Product/Service Code: D307 Product/Service Description: Automated Information System Design and Integration ServicesContinued ... 1 EA NSN 7540-01-218-4386 STANDARD FORM 1447 (REV. 8/2016) Prescribed by GSA - FAR (48 CFR) 53.214(d) ? CONTINUATION SHEET REFERENCE NO. OF DOCUMENT BEING CONTINUED 12319819R0006 PAGE OF 6 74 NAME OF OFFEROR OR CONTRACTOR (A) ITEM NO. (B) SUPPLIES/SERVICES (C) QUANTITY (D) UNIT (E) UNIT PRICE (F) AMOUNT 005 Period of Performance: 09/20/2022 to 09/19/2023 Services for Maintenance, Support and Enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB)IAW attached PWS. (Option Line Item) 09/19/2023 Product/Service Code: D307 Product/Service Description: Automated Information System Design and Integration Services Period of Performance: 09/20/2023 to 09/19/2024 1 EA NSN 7540-01-218-4386 STANDARD FORM 1447 (REV. 8/2016) C - Description/Specifications Performance Work Statement Services for Maintenance, Support and Enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB) United States Department of Agriculture Food and Nutrition Service 1.0 INTRODUCTION 1.1 Purpose The U.S. Department of Agriculture, Food and Nutrition Service, Office of Information Technology (USDA/FNS/OIT) seeks a qualified Contractor team for support and enhancements of the Food Programs Reporting System (FPRS) and National Databank (NDB). The Contractor shall: - provide technical assistance to all users of the FPRS and NDB; correct deficiencies in the current software; - make software updates/upgrades to the current software and applicable manuals as mandated by the FNS Office of Financial Management, Program Data Branch (PDB). FNS plans to utilize a performance-based contract structure for the FPRS/NDB. 1.2 Background 1.2.1 USDA Food and Nutrition Services (FNS) The USDA Food and Nutrition Service (FNS) administers nutrition assistance programs for the U.S. Department of Agriculture. The mission of FNS is to provide children and needy families better access to food and a more healthful diet through its food assistance programs and comprehensive nutrition education efforts. In addition to providing access to nutritious food, FNS also works to empower program participants with knowledge of the link between diet and health. The Agency was established August 8, 1969, but many of the food programs originated long before FNS existed as a separate agency. Formerly known as the Food Stamp Program (FSP), the Supplemental Nutrition Assistance Program (SNAP) is the primary source of nutrition assistance for nearly 40 million people. The Special Nutrition Programs support the administration of nutrition assistance programs which provide nutritious diets to low and marginal income people. These programs operate as a partnership between FNS, the States, and local organizations that interact directly with program participants. The grantee reporting functionality in the FPRS investment is a major FNS tool for collecting, storing, tracking and analyzing grantee program information. NDB interfaces directly with FPRS and provides a single, consistent, official database to support analysis and public release of Agency program and financial information. Timely information allows FNS, USDA, Congress, and the White House to make policy and funding decisions related to food assistance. FPRS and NDB will continue to require a high level of O&M modification activity due to the changes in forms based upon the Farm Bill as well as continuing changes to other statutory laws and regulations. Continuance of these systems is critical to the management, administration and oversight of the FNS Programs. Curtailment of its continued operations would result in serious degradation in the ability of FNS to fulfill its legislated mission functions. Below are the specifics about the FPRS and NDB systems. 1.2.2 Current Organization USDA FNS is structured under an Administrator with four separate Associate Administrators. The functions of two of these Associate Administrators (Program Service & Support and Management, Technology & Finance) are to provide services to the other two Associate Administrators (Supplemental Nutrition Assistance Program, SNAP and the Special Nutrition Program, SNP). The Office of Management, Technology and Finance has responsibility for awarding and administering the subject FPRS/NDB contract via its Contracts Management Division (CMD). The Office of Financial Management (OFM) provides Financial Analysts to identify the budget and accounting for the funds. The Office of Information Technology (OIT) has responsibility for providing Program and Project Management support and technical support through all phases of the FPRS/NDB project. The functional System Owner is in the Office of Financial Management, Budget Division. A successful Offeror must be able to understand, support and operate within the above FNS organizational structure. 1.2.3 Food Programs Reporting System (FPRS) FPRS, an Internet-based application which uses a forms management engine, was implemented in March 2006. The Web-based Supply Chain Management (WBSCM) and Regional Office Administered Programs (ROAP) systems currently supply information to FPRS. These data sources for FPRS are expected to continually evolve. The forms management - engine' is used for the dynamic generation of all forms, based on predefined metadata properties, instead of former programming-based techniques. These forms provide the means by which the State Agency (SA) and Indian Tribal Organization (ITO) report required cost and participation information about their administration of the FNS benefit programs they support, as well as the means by which FNS Regional and Headquarters staff can monitor and manage the programs from a regional and national perspective. Development, testing, and Production servers run in Alexandria, Virginia, at FNS Headquarters. The FPRS application is the primary collection point for FNS program activity. Its primary purpose is to enable data reporting by participants in FNS programs. It is a web-based application that allows for data entry, as well as review and approval workflow processes related to the data. FPRS also provides nightly data to NDB. The main component of FPRS functionality is to support forms used by participants to report participation data. Currently, there are 185 form versions in the system. Active entities included in FPRS include over 362 State Agencies & Indian Tribal Organizations (ITO), over 3,000 Local Agencies, supported by 6,301 registered users. Since September 2006, there have been over 554,024 forms submitted through FPRS. FPRS collects data from several FNS programs, including but not limited to: - SNAP - Issuance, participation, financial, claims, disasters, and budget - Child Nutrition (CN) - National School Lunch Program (NSLP), Breakfast, Child and Adult Care Food Program (CACFP), Summer foods - Meals (free, reduced, paid), participation, financial, number of schools/centers - Women, Infants and Children (WIC) - Participation, financial, nutrition education, and breastfeeding promotion - Commodity Supplemental Food Program (CSFP) - Participation, commodities issued, inventory, financial - Food Distribution Program on Indian Reservations (FDPIR) - Participation, commodities issued, inventory, financial The data entry and approval workflow provided and supported by FPRS includes Data Entry & Validation, Certification, Posting, and Verification of Data Accuracy. Organizations involved in this process include State Agencies & ITOs, FNS Regional Offices, and FNS Headquarters. FPRS also provides users the option of analyzing the data with Excel spreadsheets. These spreadsheets are available for all form versions in the application. Figure 1 below describes the use case for FPRS. Figure-1: FPRS - Use Case 1.2.4 National Databank (NDB) NDB, an Intranet-based application which uses a forms management engine, was initially developed in 1983 for the FNS Program Information Division, as the Public Information Data Bank (PIDB) which evolved into the NDB. In 1994 an NDB Long-Term study recommended the use of Client Server and Executive/Enterprise Information System technologies to make the NDB more flexible, usable and accessible. The current version, NDB 8.2, went live March 2006. Data from FPRS is automatically loaded into NDB for public release. Development and production servers run in Alexandria, VA. A dedicated testing server is also available and provided by FNS. NDB is the Agency's official repository of program and financial data, in effect, a data warehouse. It is a web-based application available only to FNS users on the FNS Intranet. It receives data from multiple sources, primarily FPRS, from which it receives data on a nightly basis. NDB converts and aggregates FPRS data for analysis and reporting. It also provides the capability to estimate data when State submissions for a report month are missing. It contains various standard reports, which are available using Microsoft Excel. It also provides the capability for Ad Hoc queries and custom reports. NDB contains data from 1989 to the present. The Intranet user interface went live in 2002. NDB contains 11,248 discrete data elements, 185 form versions, and contains over 364 active State Agencies/ITOs. NDB provides 41 Keydata reports for all years of data, as well as 7 standard fixed reports, 14 customized state level reports, 11 customized Sub-state level reports, and 298 canned reports. Data from NDB is eventually used by various public federal websites, as well as FNS analysts and for official agency reports. Figure 2 below describes the website map for NDB. Figure-2: NDB - Website Map 1.2.5 Relationship between FPRS and NDB Figure 3 illustrates the relationship between FPRS and NDB. Any change in FPRS leads to corresponding changes in NDB. The Business Rules for FPRS are editing and validation rules, while the Business Rules for NDB are derivation and transformation rules. The Contractor is responsible for understanding the underlying business rules for FPRS and NDB and the impact of those rules for the systems to function correctly, therefore it is vital for the Contractor to understand how change(s) in FPRS affect NDB. It is equally essential to understand the relationships between forms and rules within FPRS, as a change to one rule/form may affect other rules/forms and the same applies to how the data is compiled and derived within NDB. As an example, an addition or deletion of a data element in FPRS form will not only require a change in the corresponding form used by NDB but it will also involve analysis of the underlying business rules. There are two components to supporting this change: first to analyze which form(s) uses the changed data element(s) so that appropriate changes can be made on all forms affected by the change to a form, and secondly to estimate the level of effort required to change the associated form(s). See PWS Task 1 (FPRS and NDB Business Rules Knowledge) for more details about FPRS and NDB Business Rules. 1.3 Hosting Environment The current production environment for FPRS and NDB is hosted at FNS Headquarters in Alexandria, VA. Non-production environments have been created by FNS and are located in Alexandria, VA. A dedicated test environment is available and provided by FNS. The environments are Microsoft-based and utilize SQL Server as the database backend. Both applications are available via web browsers. 1.4 FNS Change Management Process 1.4.1 Change Request (CR) Process for O&M The primary means to introduce changes to FPRS/NDB is the Change Request (CR) process for O&M. Once a change has been identified, a CR is created in the CR tracking system. Once the CR has been created, the Contractor will perform business and system analysis to determine the impact of the change to the overall system. After this analysis, the Contractor will provide a Level of Effort (LOE) to FNS, with the number of hours and labor categories/rates involved in making the change. A Change Control Board (CCB) meeting convenes on a monthly basis to discuss, approve, and prioritize CRs. Once the CR has been approved by FNS, the Contractor will begin the work of implementing the CR into the FPRS/NDB application, including business analysis, code development, quality assurance, and migration to a User Acceptance Testing (UAT) or other FNS pre-production environment. This post-development delivery shall come in the form of a release package, and it should be production-ready. The release package shall contain updates on the following items, if they have been affected by the change: - Software Patch - Service Patch - Database Patch - System Design Document - System Requirements Specification - Detailed Requirements Specification - Installation Guide - Online User Guide - User Guide - Computer Based Training Module - Release Note(s) Once the CRs have been released to production and verified by FNS, they shall be considered Closed. 1.4.2 Ad Hoc CR Process Occasionally, there will be a need for changes outside of the monthly CR/CCB process. For example, a change may be needed for the issuance of a patch from a software vendor. These types of changes may also result from the issuance of a Security Bulletin from organizations like the US Computer Emergency Readiness Team (US CERT), the Department Office of Cyber Security (Cyber) or from the FNS Information Security Office (ISO). In many of these instances the Agency cannot wait for the regular CR schedule to implement these changes. As such these changes shall be identified by the CO or COR and implemented by the FPRS/NDB Contractor in a timely manner. The Contractor shall be required to document the elements comprising the "change" and update the Installation and Configuration Guide to reflect the new configurations. Both shall be sent to the CO or COR and, in turn delivered to FNS for implementation. The Contractor shall verify that the Configuration Change was implemented and notify the CO or COR. The objective of the foregoing change management process is to ensure that the Contractor is responsible for updating all design and business process FPRS/NDB documents affected by CRs before the Contractor can be construed to have fully implemented a given CR. 1.4.3 Production Database Change Requests (PDCRs) One additional way to implement changes to the FPRS/NDB system is through Production Database Change Requests (PDCRs). Typically, PDCRs are changes to the underlying data only, and are accomplished via database scripts. PDCRs will be thoroughly tested in the development environment to ensure that their impact on the production environment meets expectations. Generally they are Structured Query Language (SQL) statements that insert, delete or change one or more pieces of data to meet the needs of the System Owner. PDCRs are similar to CRs, in that a change is identified by one of the stakeholders and agreed to by the System Owner. The PDCR is then developed by the Contractor and implemented in a non-production environment as well as fully tested. A set of PDCR execution instructions and the actual database scripts shall then be delivered to FNS. A backup of the database shall be made prior to the execution of the PDCR. The PDCR shall be executed by the FNS DBA assigned to that work. The Contractor shall ensure that the PDCR executed successfully and inform the CO or COR and the System Owner. If the Contractor identifies that the PDCR did not execute successful, then the Contractor shall notify the CO or COR and the System Owner. They will make an immediate decision to either roll back to the previous state or enact an Emergency Release. The objective of the foregoing PDCR change management process is to ensure that the Contractor will be responsible for updating all FPRS design and business process documents affected by PDCRs before the Contractor can be construed to have fully implemented a PDCR. 1.4.4 Emergency Releases An unanticipated flaw in any prior releases may result in an Emergency Release to address the situation. Emergency Releases are developed, tested and implemented as quickly as possible to minimize the impact to the user community. The form of the emergency release is that an Emergency CR is opened; the application, database and/or configuration changes are developed and tested immediately and, once approved are incorporated into the production environment. The initial release documentation will be updated within one (1) business day of implementing the Emergency Release. The CO or COR shall be notified when the Emergency Release has been deployed to the production environment and verified. 2.0 SCOPE OF WORK 2.1 Types of Services The Contractor shall maintain FPRS, NDB and other systems in support of FNS's operations. Accordingly, Contractor technical support services shall provide: - Operations and Maintenance (O&M) Support for FPRS and NDB - Other Program Data Branch (PDB) Support The Contractor shall possess knowledge of the FNS business environment surrounding the use of FPRS/NDB and the associated forms, staffing plan, key personnel and the labor categories and associated rates eventually proposed to the requirements described in Section 2.2 below. The Government anticipates that the nature of the total work performed will be O&M, however if in the future, when Development of major enhancements to FPRS or NDB is needed, then FNS will issue a separate request. FNS considers enhancements as major changes to the Agency systems such as; a) Business process re-engineering b) System modernization for either FPRS/NDB c) Consolidating FPRS and NDB into a single system d) System redesign of FPRS or NDB etc. All Contractor work performed shall be done off-site. 2.2 Operations and Maintenance (O&M) Support for FPRS and NDB The Contractor shall provide technical support to system maintenance, system analysis, system design, programming, testing, and integration necessary for the maintenance of FPRS and NDB. These services shall include: the generation of software, making corrections to current software, software analysis, testing and documentation; software change proposals and software problem requests generation and processing; software distribution and development; and, operation and maintenance of software tracking systems. The Contractor shall also provide Help Desk support for FPRS and NDB. The subtasks for the operations and maintenance support are as follows: a) Help Desk and Production Operations, including User Account Maintenance b) Software Upgrade(s) & Hardware Support c) Replace/Update existing forms d) Creation of New Forms and New Form Versions e) Database Management Support f) Management Reporting g) System Administrative Capabilities (such as add, delete and modify files/report/forms) h) Change Requests (CR) for O&M, Production Database Change Requests (PDCR) i) Change/Creation of Form Analysis Sheets and Reports k) Modifications to Interfaces with Other Systems l) Support for the Implementation and Maintenance of all new grants and program database requirements m) User Training/User Manuals as required, including how-to training videos n) Technical Support Coordination o) Application and Data Equipment Maintenance as required p) Business Analysis and Quality Assurance Support q) System Documentation, Test Plans and Test Data r) Configuration Management Support, including administration of Team Foundation Server (TFS) 2.2.1 Deliverables The Contractor will be required to deliver updated system documentation on a monthly basis for the work performed during that particular month. The deliverables will include: Proposed Task Order Deliverables Schedule N/A Monthly FPRS/NDB Project Management Report Summary of previous month's activities including any management issues, status, recommendations, and suggested resolutions Adobe PDF 10th working day of each month 001 Detailed Project Plan A Microsoft Project file that includes start, milestone, and completion dates reflecting the FPRS WBS Project Project start and on the 10th working day of each month 002 Earned Value Status Report A detailed breakdown of the progress of the work performed measured against the overall financial expectations Excel 4th business day of each month 003 Project Status Report A concise listing of actions, planned and executed, covering a weekly period of the project Adobe PDF Weekly 004 Certification and Accreditation documents A detailed accounting of security and disaster recovery procedures to conform to agency standard qualification criteria Adobe PDF Updated as required in order to attain and maintain C&A of FPRS and NDB 005 CR Report A concise listing of all outstanding CRs and PDCRs, as well as those that have been closed in the past month Adobe PDF Monthly 007 Help Desk Database Log, CR summary reports and the Deliverable Status Report A complete and concise listing of all help desk and support activity in the previous month; a summary of CR reports; listing of all deliverables with the current status (including relevant dates) for each Adobe PDF 10th working day of each month 008 Training materials A detailed step-by-step instructions on system usage User defined Updated as required when necessitated by major system changes 009 System Design Document A detailed overview of the architecture, class, and database structures for the front and back ends Adobe PDF Updated annually or as required when major system changes have occurred 010 Functional Requirements Document A detailed description of inputs, behavior and outputs Adobe PDF Updated as required when major system changes have occurred 011 Requirements Traceability Matrix A compilation of all the detailed (low-level) requirements from the start of the project Adobe PDF Updated when software changes have occurred 012 Installation "Blue Screen" Guide A detailed step-by-step guide to the complete installation of all elements of the application, including the implementation of patches Adobe PDF Updated when software changes have occurred 013 User Manual; computer-based training (CBT) A detailed instruction guide for application users; high level training materials presenting both an introduction to and an overview of the application Adobe PDF and Web Help system Updated as required when major system changes have occurred 014 System Test Plan and Results The contractor's complete test history for an individual release, including (when applicable) test cases and final outcomes Adobe PDF Delivered as part of each CR package for user acceptance testing Sections 2.2.2 and 2.2.3 describe the O&M support for FPRS and NDB respectively. 2.2.2 FPRS O&M Support This task concerns with the operations and maintenance support for FPRS system. Table 1 provides the PWS matrix for FPRS O&M support. These elements are subject to change upon concurrence of the COR and FPRS Project Management team. Any changes will be reflected in the monthly performance report delivered by the contractor. With any modifications, the Contractor shall perform business analysis to determine any effect on the underlying system requirements. If modifications result in requirements changes, the Contractor shall document those requirements and provide traceability from requirements through design, testing and quality assurance. If modifications result in major changes, the Contractor shall provide technical assistance, system walkthroughs, and generalized training to demonstrate the functionality of the system, as required by FNS. The FPRS system undergoes modifications several times per year, with varying degrees of complexity and resource consumption. As legislation or regulations change, new forms or programs may be required to be added to the system, or existing forms may need to be updated. In addition, FPRS also provides Excel-based versions of the forms. As the system changes, the Contractor has responsibility and shall change the Excel-based versions as well. As current form versions become obsolete, they must still be maintained in the system. Performance Work Statement (PWS) Matrix for FPRS O&M Support Objectives Required Services Metrics (Performance Standards) Acceptable Quality Monitoring Method Incentive/ Disincenttive Operations and Maintenance (O&M) Support for the FPRS System Provide technical support for system maintenance CR(s) and PDCR(s) Support system analysis, system design, programming, testing, and integration necessary to the maintenance and specified modifications of existing applications Timely initial response to service tickets Service Availability Incident resolution or escalation 1 day 98% Cycle time analysis of service tickets System Monitoring CPARS Evaluation; Option Period Business Analysis and Business Rules Maintenance Provide comprehensive business analysis support for the maintenance of business rules. Support should also be provided for the creation of new business rules and modifications(s) to current business rules. Baselines shall be maintained and updated regularly as required by Project Plan Peer review of all deliverables 100% accuracy Maintained to plan Review of the Project plan User acceptance of all deliverables CPARS Evaluation; Option Period Production Support Execution and monitoring of the FPRS System operations, running operational components designed for administrators and/or operators, monitoring the operational integrity of systems during operation cycles, communicating with external organizations and the user community and tracking activities performed via logs, status reports, and available statistical information and analysis Timely initial response to service tickets Service Availability Incident resolution or escalation 1 day 98% Cycle time analysis of service tickets System Monitoring CPARS Evaluation; Option Period Help Desk Support Provide a full service Help Desk support to all customers accessing the FPRS System First Contact Resolution Customer Satisfaction Satisfactory 50 - 60% Excellent 75% 95% Incident reports monitoring Survey of helpdesk contacts CPARS Evaluation; Option Period QA/CM Provide required documentation, hardware and software system information. Tasks for CM are plan development and updates, configuration identification, configuration change control and baseline ...