NIH NCI RFI: Professional IT Services for SCS OnDemand

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HHS NIH – Professional IT Services for SCS OnDemand – Market Research On behalf of the Department of Health and Human Services, GSA is conducting market research to understand capabilities related to providing the below requirement: The Contractor shall provide a comprehensive set of professional IT services to support configuration, integration, installation, testing, implementation (product/service), training, software maintenance, optimization (technical/operational), and infrastructure (hardware and software) sustainment.

The objective of this Performance Work Statement (PWS) is to acquire professional IT services for continued operations and maintenance support services for the SCS OnDemand software application (SCS) at NCI. The contractor shall provide activities to include software maintenance and support, enhancements; upgrades; resolve vulnerabilities detected by HHS and NCI security scans; configuration changes; and modernizations; and training.

The contractor will utilize their proposed software development methodology to support the SCS system. This methodology should be a repeatable process of providing development and deployment services in small iterations lasting two to five weeks, which generally results in the delivery of usable software, data, or product, that have little to no inherent defects.

The Contractor shall propose services, qualified personnel, materials, equipment, and facilities, not otherwise provided by NCI, as needed to perform task assignments in the following Task Areas at the direction of the COR.

The Contractor shall be aware that the NCI and other Contractors are engaged in work requiring close cooperation. Contractors are expected to form a cohesive team with all SCS OnDemand support staff including NCI and other Contractors, by fostering transparency and information sharing for successful task execution.

It is the NCI’s intention to continually pursue improvements to processes and practices, which will result in meeting mission requirements at the lowest possible cost. The Contractor shall partner with the NCI to support this goal by actively studying existing processes and making recommendations for improvements.

The Contractor shall provide a comprehensive set of professional IT services to support configuration, integration, installation, testing, implementation (product/service), training, software maintenance, optimization (technical/operational), and infrastructure (hardware and software) sustainment. This includes but is not limited to operational processes, organizational change management, training, documentation. Typical support include:

• Maintain the core SCS OnDemand software, hardware, and data.
• Recommend technological/operational improvements, and modernizations to be approved by the NCI clients.
• Configure and customize the production product for the NCI clients.
• Customize NCI client data and downloads to produce the critical end-of-year data reporting.
• Provide end user and technical training.
• Provide supporting and required documentation and manuals.

Specifically, during each performance period, the Contractor shall provide resources to support the following level of service to NCI:

• Unlimited bug fixes prioritized based on service level and criticality
• 24-hour response to Production issues
• Support through Screen Sharing and phone (Within normal business hours)
• Data Requests as needed
• Monthly Meeting with Stakeholders
• Admin Support, Project Assignment, System Set Up and Configuration

Specific Contractual Tasks

Task 1 – Software Maintenance

Task Objective. The objective of this task is to provide the necessary support for the day-to-day operations for SCS, and to ensure its support for any design, functional, and/or other engineering changes. The Contractor shall provide a single point of contact, along with backup personnel, to facilitate direct support of the installed application, and support of continued enhancement activities. Support from the Contractor shall be available during normal NCI business hours (Monday through Friday, 8:30am-5:00pm, local prevailing time). The support activities shall also include periodic elevated support periods e.g. Year End reporting and production deployment. During these periods, the Contractor shall provide ad hoc support beyond normal working hours as needed. Task Requirements. The Contractor shall provide IT support for SCS. Specific services shall include, but are not limited to the following:

1. SCS OnDemand Product updates and day-to-day maintenance.
2. technical support to include troubleshooting, problem resolution, installation and upgrades, and all basic configuration changes.
3. Adherence to NCI quality control procedures, e.g., build candidates must be forwarded to test servers for customer and/or NIH review and approval before migration to production servers.
4. Provide up-to-date system design documentation as specified by the COR, and continually update those documents with all major product revisions; and
5. Provide technical information in the creation and revision of certification and accreditation documents in support of the NIH IT Security Program

Task 2 – Software Engineering Services

Task Objective. The objective of this task is to provide engineering expertise to analyze system concept, system design and interoperability, and provide recommendations for optimization of SCS.  Task Requirement. The Contractor shall provide production support for the SCS. IT services shall include changes and/or upgrades to the existing software components, enhancements to existing functionality, and correction of defects. This spans all aspects of the software (application websites, database servers, backup environments, custom drivers and installed 3rd party components) and other internal NIH interfaces i.e. IRDB, QVR, and RCDC. Examples shall include but are not limited to:

1. Enhance the SCS OnDemand application interface utilizing up-to-date tools and design, providing a more visual and descriptive user experience.
2. Provide alternative reporting options not requiring 3rd party components; Customize
3. IC client data downloads from all required and/or requested sources.
4. Provide systems development, maintenance, and technical support for web-based technology projects. This work involves the analysis, design and development, testing, and maintenance of Internet IT systems. It also includes the development and maintenance of web sites for NCI.

Task 3 – Software Configuration Services

Task Objective. The objective of this task is to provide configuration management services for the SCS OnDemand application. The SCS OnDemand application requires frequent configuration management, e.g., during preparation for a new product release or customization. The Contractor shall plan, design and modify the production system based on customer requirements. All configurations must conform to defined organizational configuration management policies and procedures. Task Requirements. The Contractor shall provide the following services to support configuration management of SCS OnDemand:

1. New NCI configuration.
2. Security privileges.
3. Certification and Accreditation requirements; and
4. Year End reporting.
5. Ensure process and system security is intact after each change is implemented, in accordance with Federal Information Processing Standards (FIPS).

Task 4 – Training

Task Objective. The objective of this task is to provide training to SCS OnDemand end users. The Contractor shall provide comprehensive outreach and training, with an emphasis on making sure users are aware of what to expect and equipping them with the right knowledge. Training may include, but are not limited to web based, face-to-face classroom, and individual trainings. Task Requirements. The Contractor shall provide training to SCS OnDemand end users as needed. Activities shall include, but are not limited to, the following:

1. Provide up-to-date training/user manuals in hard copy and digital format;
2. Provide up-to-date technical manuals describing the architecture of the system; and
3. Update available manuals and/or documents to the latest SCS OnDemand system specification.

Responses Due: 09/04/2024

Draft_Performance_Work_Statement__PWS_NIH SCS OnDemand.pdf

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