Software Applications Support Services (SASS)

The scope of this BPA is to procure services for architecture, governance, implementation, and maintenance of solutions built on the cloud Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), and Infrastructure-as-a-Service (IaaS) platforms, including, but not limited to Salesforce and ServiceNow ecosystem products being used in support of CBP Program Directorate and administrative system and application modernization initiatives. The scope of any given order may include a combination of functional area tasks, such as Architecture and Governance support for existing and new digital platforms, support for existing or new Centers of Innovation (COI) for specific products, implementation services, and Agile and Human Centered Design (HCD) support for cloud modernization technologies and projects. Overarching requirements for delivering this level of service include the following: 1. Maximize the efficiency of requirements analysis with management practices, stakeholder engagement, and technologies that facilitate a clear definition of the challenges and potential solutions that will integrate into the CBP enterprise. 2. Implement solutions using Human Centered Design & Agile development methods and repeatable processes, while maintaining flexibility to satisfy unplanned urgent customer needs and ad hoc requests. 3. Deliver rapid Proof of Concept solutions to Program Directorates leveraging available product components to demonstrate available functionality. 4. Support existing standardized processes and contribute to the development of new approaches for enterprise-wide management of releases into the production environments to include all documentation required. 5. Participate in the CBP Enterprise Architecture (EA) governance framework that drives the execution of processes by which organizations identify, prioritize, assign, execute, and communicate while optimally leveraging people, processes, knowledge base, and technology. 6. Regularly advise CBP OIT teams on emerging technologies, tools, applications, and recommendations for improving the implementation of the agency s use of these platforms and their integration into the CBP cloud technology ecosystem. Acquisition Strategy: SB