Task Area 17 - Operations Support

Application Installation  Under this task area, the contractor shall provide support services for all aspects of installing approved standard/common/ migration applications/systems.  All services provided under this task area shall use and be integrated with approved DoD and Federal standard communications, security, data and other defined technical specifications.  Applications shall be integrated with existing infrastructure or built with new infrastructure in compliance with approved DoD and Federal standards and architectures.  Tasks within this area include but are not limited to planning, controlling, overseeing and conducting successful installation, development and/or conduct of initial training, conversion and acceptance testing of migration applications.  The contractor shall conduct site surveys, site planning, site installation, initial system file and table builds, data acquisition/conversion and installation tests.  Tasks may include support services necessary to convert from one or more legacy systems to the migration applications including steps such as parallel operations.

Application Operations  Provide systems operation support services to include technical and administrative support for standard/common/migration applications or systems.  Activities include application/system and network administration services, maintenance of documentation related to system and network operations, routine system problem identification and correction and LAN/WAN administration.  Provide applications and systems modification, testing, installation and ongoing quality assurance activities.

Customer Support  Provide support services to operate a customer support function including a help desk facility; dial-up access to provide information, tools, techniques and procedures to assist application users at all levels; automated support for management of the customer service function; problem reporting and resolution of customer problems; and support to new and existing customer information and support centers.  This effort may be for long-term or short-term needs, which will be determined by the nature of the tools being supported.

Training  Provide training services for all levels of information system managers, operators, maintainers and users to include development of alternative training scenarios, development of recommendations for appropriate training approaches to include centralized, regional, on-site, train-the-trainer, train-the-end-user; preparation of training plans; development of training curricula and materials for information systems managers and users; preparation of materials and schedules; and administration and conduct of training sessions on Government and/or contractor sites.

Applications Maintenance and Sustainment  Provide support services for maintenance of standard/common/migration applications to include analysis of problem or change requests, preparation of resource estimates and schedules to effect necessary changes, design and code changes, conduct testing of all changes, complete and/or update of all documentation affected by the required changes; and coordination of change implementation through appropriate approvals and user notifications.  Convert and test software to run on new hardware platforms.  Maintain application software to run on upgraded system software or upgraded COTS/MLCP applications.  Provide both forward and backward compatibility.

Configuration Control  Provide configuration control support that includes analysis, tracking and reporting.  The contractor shall identify and document the characteristics of a configuration item, to control changes to a configuration item and to record and report change processing and implementation status.

Support  Operations support is needed for application installation, application operations, customer support, training, application maintenance and sustainment and configuration control