Notice ID: RFQ1484277
The purpose of this contract is to provide maintenance and support for Information Technology System Services to the Centers for Disease Control and Prevention (CDC) Office of Safety Security and Asset Management (OSSAM) for the Integrated Facilities Management System (IFMS). This includes sustainability of the overall system, its customized modules and custom integration applications and programs as well as revising, testing, documenting, operating and maintaining the Facilities Management Information (FMI) parts of IFMS. The contractor is required to be IBM TRIRIGA Certified Business Partner.
The assigned components of the Government’s Integrated Facilities Management System will be maintained and enhanced as necessary to support OSSAM operations, operability and coordination among various TRIRIGA and non-TRIRIGA software applications. CDC and end users will be provided high quality training and support.
1.1 Support Help Desk.
Contractor to provide qualified personnel for daily support for users’ system questions and user problems. Provide onsite technical support for all users of the IFMS system at the CDC while also providing telephone support. Create or adjust settings for new and existing user profiles, business objects, workflows, and other tasks directed by the CDC as needed. Provide training to new and existing FTE and contract staff demonstrating policies and procedures using the IFMS system. Utilize IFMS Support Ticket system to log and document all service requests. The IFMS Support Ticket system is available 24 hours a day.
1.2 Software Maintenance.
Maintenance will include, but not limited to the following:
- Corrective Maintenance – Correct any identified bugs in the system.
- Preventive – Modify system to maintain both effectiveness and reliability.
- Adaptive – Provide any modifications required to accommodate physical changes in the software environment. These might include, adapting to a new network topology, or reconfiguration to accommodate a new release of TRIRIGA, GSA Rent System, OCIO data importing, etc.
- Perfective Maintenance – Add new functions to accommodate change in the business process requirements.
1.3 System Infrastructure. Contractor will perform all operational tasks required to maintain the proper level of performance and integrity of the overall system backbone. IFMS production, staging, development, and disaster recovery environments are hosted in the CDC main and off-site back up data centers. The CDC IT Application Hosting Branch (AHB) provides management of the hardware required for the application. Contractor shall provide coordination with AHB to ensure system availability and performance. In addition, the contractor must continue the updating of the IFMS Application Run Book which provides AHB step by step procedural requirements to maintain the system and perform system shutdown and orderly restarts. Infrastructure support must also include the production of support documentation required to complete the security assessment, certification and accreditation of IFMS. Security requirements also include deploying and operating the systems in accordance with the security controls documented in the system security plan, and providing requisite security training for system users and support personnel.
1.4 CAD Integrator Maintenance and Support. Contractor shall perform all periodic operational tasks required to maintain the proper level of performance and integrity of the TRIRIGA CAD Integrator and the CAD graphic presentations in IFMS. This shall include all coordination and support of the system core application, verification and validation; revision; testing; debugging; documentation for all system changes to ensure future system availability and performance. Provide IBM CAD Integrator maintenance and support such that all CDC space drawings in IFMS are accessible and present the accurate graphics based on the CDC CAD standards.
1.5 Report Writing Maintenance and Support. Reports are essential to the CDC operations, IFMS currently has SQL and BIRT Reports in addition to queries and reports configured for CDC in the Reports Manager section of the application. Contractor shall maintain and create TRIRIGA Queries and Reports, SQL and BIRT Reports as requested by CDC end users with the approval of the COR or CDC Project Manager.
