On behalf of NARA, GSA is conducting market research. To respond to this RFI, copy and paste the below link into a new browser. Only responses submitted through the linked RFI will be accepted. Nothing else will be evaluated or recorded (this includes selecting 'interested' within eBuy). Link to RFI: https://feedback.gsa.gov/jfe/form/SV_8uGDfF4uiyvjVQO Note: If the link does not work, try clearing your browser history (cache) and then copying and pasting the link into a new browser. Any questions regarding this RFI will be responded to by email only. Send your inquiry to: rfi@research.gsa.gov - be sure to include the RFQ number.
t procedures compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these procedures, which include:
Identifying and documenting problems
Analyzing and diagnosing the root cause of problems
Developing and implementing workarounds or permanent solutions to problems
Tracking and monitoring the status of problem resolution
4.1.3.2The Vendor must establish management reporting and review procedures for all problems, and ensure that support staff fully comply with these procedures. The Vendor must provide a Problem Report, which includes root cause analysis and timelines, to NARA upon resolution of a problem.
4.1.4Systems Administration
4.1.4.1The Vendor must provide systems administration support for the AA systems, including:
Maintenance and operation of hardware and software
Monitoring system performance
Troubleshooting system issues
Performing system upgrades and patches
Managing user accounts and access permissions
Implementing security measures to protect the systems
4.1.5Database Administration
4.1.5.1The Vendor must provide database administration support for the AA systems, including:
Monitoring database performance
Performing database backups and recovery
Installing and testing database upgrades and patches
Creating and maintaining database schema, tables, and procedures
Developing database queries for reporting purposes
Implementing security measures to protect the databases
4.1.6Data Harmonization and Reporting
4.1.6.1The Vendor must provide support for data harmonization and reporting, including:
Ensuring data consistency across different datasets in the AA systems
Creating ad-hoc reports based on user requirements
Updating existing workflows or creating new workflows as needed for data processing and reporting purposes.
4.1.7Application Maintenance Support
4.1.7.1The Vendor must provide application maintenance support for the AA systems, including:
Resolving application issues reported by users or identified through monitoring
Implementing bug fixes and patches
Performing application testing and validation
Supporting the development and implementation of new forms or form updates
4.1.8Production and Non-Production Environment Maintenance and Support
4.1.8.1The Vendor must provide maintenance and support for both production and non-production environments of the AA systems, including:
Monitoring and managing the availability and performance of the environments
Performing regular backups and recovery procedures
Implementing hardware and software upgrades as needed
Ensuring the security of the environments
4.1.9Software and System Maintenance and Upgrades
4.1.9.1The Vendor must provide support for software and system maintenance and upgrades, including:
Planning, scheduling, and implementing software patches, upgrades, and updates
Testing new software releases for compatibility with the AA systems
Managing the deployment of software changes to production environments
4.1.10Initial & Annual Infrastructure and Application Assessment
4.1.10.1The Vendor must perform initial and annual assessments of the infrastructure and applications used in the AA systems, including:
Evaluating the performance, security, and scalability of the infrastructure
Identifying areas for improvement or optimization
Developing plans for infrastructure upgrades or enhancements
4.1.11Configuration Management
4.1.11.1The Vendor must establish configuration management processes to ensure that all changes to the AA systems are properly documented, tracked, and controlled.
4.1.12Change Control
4.1.12.1The Vendor must establish change control processes to manage all changes to the AA systems, including:
Documenting change requests and their impact on the systems
Reviewing change requests for approval or rejection based on established criteria
Implementing approved changes in a controlled manner to minimize disruption to system operations
4.1.13Software Asset Management
4.1.13.1The Vendor must establish software asset management processes to ensure that all software used in the AA systems is properly licensed, tracked, and managed.
4.1.14System Test
4.1.14.1The Vendor must perform system testing to ensure the proper functioning of the AA systems, including:
Developing test plans and test cases based on system requirements
Executing test cases and documenting test results
Identifying and resolving any issues or defects found during testing
4.1.15User Acceptance Test
4.1.15.1The Vendor must support user acceptance testing for any new features or enhancements implemented in the AA systems, including:
Assisting users in developing test scenarios and test cases
Providing guidance on executing test cases and documenting test results
Resolving any issues or defects found during user acceptance testing
4.1.16IT Security Requirements Support
4.1.16.1The Vendor must provide support for IT security requirements, including:
Implementing security measures to protect the AA systems from unauthorized access or data breaches
Monitoring system logs and alerts for potential security incidents
Assisting with incident response and remediation efforts in case of a security breach
4.1.17Backup and Recovery
4.1.17.1The Vendor must establish backup and recovery processes to ensure the availability and integrity of data in the AA systems, including:
Performing regular backups of system data and configurations
Testing backup procedures to ensure data can be restored successfully
Implementing recovery procedures in case of data loss or system failure
4.1.18Release and Deployment Management
4.1.18.1The Vendor must establish release and deployment management processes to manage the deployment of software changes to the AA systems, including:
Planning and scheduling software releases based on business needs and system availability
Coordinating with stakeholders to ensure smooth deployment of software changes
Testing software changes in non-production environments before deploying to production environments
4.1.19Service Level Agreement Management
4.1.19.1The Vendor must establish service level agreement (SLA) management processes to ensure that the agreed-upon service levels for the AA systems are met, including:
Monitoring system performance and availability against SLA targets
Reporting on SLA compliance and taking corrective actions as needed
4.1.20Operational Plans and Processes
4.1.20.1The Vendor must develop and maintain operational plans and processes for the AA systems, including:
Documenting standard operating procedures for routine system maintenance and support tasks
Developing disaster recovery plans and procedures to ensure business continuity in case of a system failure or disaster
4.1.21Transition Support
4.1.21.1The Vendor must provide transition support activities to ensure a smooth transition from the current support provider to the Vendor, including:
Coordinating with the current support provider to gather knowledge and documentation about the AA systems
Assisting with the transfer of responsibilities and knowledge from the current support provider to the Vendor
Providing training and support to NARA staff during the transition period
4.1.22Creation of Ad-Hoc Reports
4.1.22.1The Vendor must provide support for the creation of ad-hoc reports based on user requirements, including:
Analyzing user requirements for reporting purposes
Designing and developing reports using appropriate tools and technologies
Testing and validating reports before deployment to production environments
4.1.23Creation of New Forms/Form Updates
4.1.23.1The Vendor must provide support for the creation of new forms or updates to existing forms in the AA systems, including:
Analyzing user requirements for new or updated forms
Designing and developing forms using appropriate tools and technologies
Testing and validating forms before deployment to production environments
4.1.24Importing and Exporting Collections
4.1.24.1The Vendor must provide support for importing and exporting collections of data in the AA systems, including:
Developing processes and tools for importing and exporting data
Ensuring data integrity and accuracy during the import/export process
Providing support and guidance to users on importing and exporting data
