Statement of Work

The Pragmatics Team has extensive experience and proven skills to provide you with the highest quality services in each of these task areas:

1 Support Services

This section describes the types of support services that may be required under task orders to be issued under this contract.

1.1.1 IT Planning
Identification, evaluation and recommendation of solutions and opportunities, including the modification and process re-engineering of existing systems to encourage and facilitate the development of integrated systems, provide added functionality and improve productivity.

1.1.2 Requirements Analysis
A set of procedures followed by the project team to learn how the present system operates and what are its benefits and shortcomings. Users' requirements are documented meaningfully. It is assumed that the user knows what he wants, but has difficulty in translating requirements into data-processing terminology. This procedure helps get the requirements in writing to guide the subsequent efforts of the systems design and implementation. This sub-phase is one of the most important in the entire project life-cycle.

1.1.3 Joint Requirements Planning (JRP)
JRP consists of workshops with key end-users for planning and designing a system. The users are encouraged to do most of the talking. Information Systems staff translate what the users want into structured specifications and design so that users can understand and discuss the results. JRP sessions do not contain technical detail. They often involve higher-level managers and sometimes top-management. They establish requirements and justification for a system and the detailed functions it will perform. A major benefit of JRP is making executives think creatively about how information systems can help them. The workshops cause an examination of goals, problems, success factors and strategic opportunities in information strategy planning.

1.1.4 Joint Applications Development (JAD)
In the JAD session, several knowledgeable people in the subject organization or in the subject functional area meet for extensive and intensive discussions and brain-storming sessions. These sessions are professionally facilitated and discussion/conclusions and disagreements are formally captured and distributed. These sessions strive to accomplish agreement or consensus on the topics of the session. Disagreements are resolved so everyone understands what the target/new process/function/system will and will not accomplish.

1.1.5 Rapid Applications Development (RAD)
An approach to systems development that incorporates a variety of automated design tools (CASE). RAD focuses on human management and user involvement as much as on technology. RAD aims for rapid development of a single, stand-alone system of limited scope. The use of CASE tools is a necessity for this path, as are rapid development techniques and features such as time-box management, reusability and user workshops. RAD techniques are largely a subset of Systems and Information Engineering techniques.

1.1.6 Feasibility Study
Identifies objectives, requirements, system concepts, and candidate approaches. It researches possible solutions and analyzes commercial off-the-shelf (COTS) products available for achieving the objectives. May include making recommendations on the approach to be taken. The feasibility studies will be used by managers to decide whether to proceed with the task.

1.1.7 Cost-benefit Analysis
An in-depth evaluation of a given approach as to technical feasibility and/or the benefits to be gained for a specific cost. The analysis involves identifying, developing and analyzing the costs (actual and opportunity) and benefits of a given approach in quantitative terms if feasible and in qualitative terms otherwise, and preparation of a recommendation to proceed or not to proceed. The user may require that this type of analysis occur independently or with other activities comprising a full system development effort.

1.1.8 Business Process Re-engineering
A complete analysis of the processes used to generate desired products and services with a possible revamping of the entire approach. The primary drivers should always be the customer's needs. These needs ultimately dictate the scope and the level of technology investment. The issues that need to be reconciled include time, quality, customer perspective, people empowerment, efficiency and flexibility. Technology is considered a potential enabler of the new approach.

1.1.9 Systems and Information Engineering
An integrated set of methodologies and products used to guide and develop information processing within an organization. It starts with enterprise-wide strategic planning and ends with operational applications. It includes activities required for the support of operational systems oriented to enhancing operations of hardware and software systems to include the collection and analysis of systems information, diagnosis of problems and development of recommendations to resolve problems. It establishes and maintains systems and software configuration baseline data and documentation. It includes redesign activities that modify functionality and/or produce technical improvements to enhance software and security. It monitors system execution and performance; tracks and reports change requests (CRs) and discrepancy reports (DRs); performs problem analysis and resolution; and provides technical assistance to the end-user. It performs system and software conversion activities that include the transition of existing applications from one environment to another. It performs production control activities such as the support of cyclical changes to operational workloads, data compression, data restores, reorganization of files, recovery of systems, production of reports, download/upload of information, and setup and verification of fields and programs for the execution of production runs. It prepares and executes disaster recovery procedures; analyzes, compiles and aggregates data to produce statistical trend analysis reports; develops user-friendly interfaces between different automation functions and upload/download capabilities; and develops and implements an audit strategy to ensure the integrity and confidentiality of data.

1.1.10 Systems and Database Design
Includes the design approach, alternative designs and analysis, and impact analysis. Maps and maintains traceability of the design to requirements; develops user interfaces; identifies the major components and interfaces of the system; determines impact on work flow processes; and develops testing strategies, test cases and testing plans. Also includes conducting design reviews to clarify design drivers; select an IT platform and/or architecture; identify and weigh portability considerations, potential capacity and performance implications; identify existing systems that may be reused, and other pertinent design information.

1.1.11 Systems Procedures and Standards
Devising systems procedures and standards using all applicable standards and procedures as required by the Federal Information Processing Standards, other standards, and the client organization's standards and policies. Includes identifying the applicable standards and procedures and making recommendations about their use to the client organization.

1.1.12 Systems Development and Testing
Translating system specifications and detailed design documentation into system components, code or both. May include initial development of a prototype of the system that will be tested and evaluated before the systems development effort. Includes: developing code, conducting peer reviews and providing summary progress of the development effort; establishing and maintaining the integrity of baseline configuration, software version descriptions and related documentation; establishing test and verification procedures to ensure system integrity so that the system meets functional requirements; and, conducting unit, system and integration testing to validate the system's capabilities.

1.1.13 Systems Installation and Acceptance
All activities associated with the installation and operation of the system. During systems implementation, includes providing support through the development of prototype installation test plans, installation test reports and the preparation of systems manuals including operations, maintenance and user manuals customized by site. Delivery of the system and all documentation and products associated with the system. Installation, integration, testing and implementation of the systems developed to include all activities associated with data conversion, data collection, capture, validation, and verification, user training and system turnover.

1.1.14 Systems Programming
Programs are written using the programming standards established by the client organization. Substantial emphasis is put on a structured process for preparing a test plan, which outlines all of the testing to be done. The programmer plans testing problems thoroughly before the testing begins. The results of the testing are then reviewed by qualified personnel to decide that each program and module is operating satisfactorily.

1.1.15 Systems Integration
Includes the analysis of the distribution of functionality across systems, development of system interface concepts, designs and specifications, and the development of specifications and standards for information transfer between systems.

1.1.16 Interoperability Verification and Testing
Verification and testing to ensure interoperability with existing systems. May include access to existing mainframes and servers, compatibility with operating systems, COTS software and client organization applications, and communications and telecommunications systems.

1.1.17 Systems Conversion
Converting systems from current environments to new ones, for example, from assembler language to 4GL. May include the development of specifications, programming, testing and documentation. Legacy systems may also be selected for the development of new front-end user interfaces.

1.1.18 Systems Enhancements, Support and Maintenance
All requests for system modification and/or enhancements, received after the systems design freeze and after the system is implemented, are classified as planned software maintenance. These requests consist of actions that are important for corrections to the design and future enhancements to the system. Systems support is provided to ensure the successful operation of the system in an accurate, efficient and timely manner. Any necessary fine-tuning and re-testing are done following client organization standards and procedures.

1.1.19 Systems Documentation
Development of all documentation, including manuals, e.g., operations, system maintenance, user and training, and plans, e.g., system integration and site implementation. The document is dynamic in that it will be modified to take advantage of new methodologies, techniques and tools, e.g., CASE. The documentation follows the latest approved standards at the time of development of the system.

1.1.20 Systems Configuration Management
Systems configuration management activities commence early in the systems development life-cycle and continue for the life of the system. Configuration Management responsibilities include the review of all software, hardware, network and application changes and the identification of potential issues, conflicts or problems relating to the proposed changes, or the timing of the changes. Changes include installation of new products and components, new versions, upgrades, engineering changes, new agency-developed applications and modifications to agency applications. May include the development and implementation of a Configuration Management database and associated plans. Data to be maintained include parameters and configuration information on existing systems, reasons for the changes, associated changes and other items as recommended by the Contractor or required by the client organization. Preparation of reports and briefings to give client organization management recommendations and alternatives.

1.1.21 User Training
Schedules for implementation are completed, and the users are given their manuals and comprehensive training in the operation of the system. The production files are created or converted to make the system operational. User training also includes formal instruction on the use of commercially available COTS software.

1.1.22 Database Administration
The Database Administrator (DBA) is responsible for database and data dictionary design and establishment, performance monitoring and timing, database reorganization, database backup and recovery, DBMS service utilities, DBMS software maintenance, disk-space management and software planning and evaluation. The DBA is responsible for safekeeping the data and for control of the data and its structure. The DBA is also concerned with the various design methods used in developing databases.

1.1.23 Data Conversion
Data conversion and migration services to move data between existing client organization systems and between existing and new systems. This could be across operating systems and/or hardware platforms or between different databases. It applies to client organization application files and end-user database files. Activities include creating file inventories, developing procedures for, and conducting, data conversions and ports, and acceptance testing activities. Also includes developing procedures and proposed methods for performing file migration with a minimum disruption to end-users.

1.1.24 Data Entry
Initialization of data collection processes to capture existing unstructured data to validate data being captured, verify integrity of data collected, and assure all data captured complies with data administration standards. Includes system data dictionaries and documentation to support data collection functions. Personnel may operate keyboard-controlled data entry devices to transcribe data into forms suitable for computer processing. The work requires experience and judgment in searching, interpreting and selecting items from a variety of source documents.

1.1.25 Information Security
Enhancing IT security of data residing in computer files or during transmission, assessing IT risks relating to privacy, fraud and abuse and the adequacy of internal controls to eliminate and/or mitigate risks to systems being built. Contingency plans cover system failure and recovery procedures. Procedures are developed in case of disaster or other conditions that may severely affect the provision of timely and efficient system services. Includes evaluating and implementing encryption, authenticating users on a system, providing for digital signatures to ensure integrity of electronic messages and files. May include analyzing and maintaining a list of critical systems to decide for each system the time available to transfer to an alternative processing site without significant programmatic impact. Includes systems handling National Security and Limited Official Use (including as a minimum - Law Enforcement Sensitive) data. Also includes the conduct of risk analyses and the development of recommendations and implementations, plans for new procedures and changes to existing systems. Identification and recommendation of new security-related technology product versions and enhancements to existing products and services. Developing implementation, transition and verification testing plans for installing these products within the existing client organization technology infrastructure.

1.1.26 Telecommunication Systems, incl. Local, Metropolitan and Wide-area Networking
All prototype hardware, firmware, software, proof-of-concept capability and prototype engineering maintenance and support to initiate and complete the end-to-end transmission of data. May also include the end-to-end transmission of voice and video traffic; performance and operational threshold monitoring, tuning, and overall network management of LAN, WAN and remote host connectivity; automated network management procedures that can rapidly respond to network fault conditions; management query and reporting of current and historic network performance; and simulation of network operations, fault conditions and proposed conditions. Includes designing, implementing, operating and maintaining networks with appropriate diagnostic tools and equipment to monitor, troubleshoot and repair end-to-end transmission of voice, video and data traffic. May also include support of the current Department of Defense systems to ensure that record cable traffic passed via the Automated Digital Network (AUTODIN), a switched network of the Defense Communications System (DCS), is provided to the client organization and the move to the new Defense Messaging System (DMS) slated to replace AUTODIN by the year 2000.

1.1.27 Workflow Processing
The use of automated methods for the routing and control of documents and transactions through a process such as procurement requests, personnel requests, etc. Also involves scanning and storing information in digital form on computers. The information may be pictures, drawings or text. This process may also be described as the combining of single work units and their (partial) products as they are aggregated in an overall process, such as data entry to verification to populating a database to query and reporting. It could be represented in a flowchart or a process model where each function is shown with inputs, methods and controls from other functions, outputs to other functions that serve these purposes, and the overall initiating activity and end-product.

1.1.28 Object Oriented Design/Programming
Transforming an object-oriented model into the specifications required to create the system. Moving from object-oriented analysis to object-oriented design is accomplished by expanding the model into ever more detail. Object-oriented programming is more flexible than standard programming. It is an evolutionary form of modular programming with more formal rules that allow pieces of software to be reused and interchanged among programs. Each object can then be examined, discussed, modeled, designed, programmed, tested and implemented.

1.1.29 Technical Support
Providing a full range of technical expertise in all areas of computer knowledge. This includes programming, systems design and development, systems analysis and other software tasks. It includes the ability to operate computer systems and associated peripheral equipment including servers, monitors, disk-drives, printers and modems. Support may be requested in mainframe, minicomputer and/or personal computer environments and in field sites. The technical assistance may include database maintenance, performance monitoring and tuning, networking and telecommunications support.

1.1.30 Records/Document Management and Information Distribution
Use of automated systems to manage and distribute records and documents. Records management includes, but is not limited to, data entry, tracking, archiving and destruction, reporting and security of paper records through the use of automated tools such as bar-coding. Document management includes, but is not limited to, records management and the use of automated tools to assist in gaining control over revision cycles, tracking revision history, setting user authorizations, redlining, multiple department communications and data-sharing, and storing the metadata about an organization's documents to assist in search and retrieval.

1.1.31 Field Site Operational Support - (Short and Long-Term)
Provision of IT-skilled personnel permanently in major client organization offices (long-term). Their purpose is to provide assistance to local managers in the performance of various IT functions such as local requirements analysis, systems change requests, implementations, on-the-job training in the use of various COTS hardware and software and in-house developed systems. Generally these personnel will be located in major metropolitan areas but will involve occasional travel (short-term) to smaller, more remote field offices to provide similar services at those offices whose workload cannot justify permanent support.

1.1.32 Contingency Planning - (Continuity of Operations)
Development of new Continuity of Operations Plans (COOP), validation of existing COOP premises, environmental and technical requisites and pertinent existing documentation, and planning, executing and evaluating operational tests of new and existing COOPs. This may include outlining proposed revisions for the COOP, analyzing impacts of revisions on organizational and technical issues, drafting updated COOPs for internal technical review by client organization personnel, applying revisions to the COOP based on this review and conducting a summary review of the revised COOP with the client organization. In addition, may include development of new or revising the existing COOP test plan, providing technical support and related contingency orientation of client organization personnel before execution of the test plan, providing technical assistance during the test, developing contingency test evaluation reports to include recommendations for improvements to the test plan and the COOP, and revising the test plan and/or COOP as required after client organization review of the evaluation report.

1.1.33 Other IT-Related Services
Examples include technical and quality reviews, documentation of existing systems and procedures, preparation of IT standards and procedures, preparation and performance of special presentations, provision of IT training, document analysis, data collection and operational analysis.

1.2 Information Systems

Under ITSS, task orders may require SDLC support for virtually any type of information system. Some examples are:

Administrative Systems. These systems provide operational support for administrative functions such as procurement tracking, property management, inventory control, etc., and may interface with financial management, human resource, and other types of systems. Also included are Decision Support Systems that retrieve high level information accurately and expeditiously, and are intended to aid managers and executives in making management decisions. Inventory Control systems include the management and tracking of real and other property owned by the user and may involve development, operation, maintenance of systems, application programs and databases associated with inventory management. Property Management systems track data relating to the various aspects of the property in an organization. This serves as a management resource for obtaining timely and accurate data for the status, location, availability, specifications, condition and history of all pieces or sets of property.

Financial Management Systems. These systems involve the day-to-day tracking of financial allotments, apportionments, budgets, obligations, expenditures, payments, reimbursements, refunds and transfers. They include also the development and provision of data for use in budget formulation and obligation control. Systems or subsystems may include general ledger, disbursements, accounts receivable and payable, purchasing and job cost-accounting.

Human Resource Systems. These systems involve processing of personnel and payroll actions for various user organizations. The systems also provide data on equal employment opportunity, application tracking, position management, personnel security, and training.

Case Management/Tracking Systems. These systems provide detailed and aggregate information on cases and matters, summary information on the implementation of Departmental priorities, and operational management information such as stages-of-case-proceedings. These systems also provide summary-level case management information to meet senior management and administrative needs, and to respond to Congressional and oversight agency queries.

Litigation Support Systems. These systems support the litigation of cases involving many documents. They help the legal staff in performing tasks critical to successful litigation including document production, information retrieval, information transfer, information analysis, and activity management. This support aids attorneys and paralegals in performing generalized legal research, document control, and case-file information-handling.

Law Enforcement Systems. These systems are used to give information, insight and trends concerning law enforcement activities. The systems are developed as tools to help in enforcement activities and collect data from diverse sources (both automated and nonautomated systems, public, and Government sources). Enforcement activities are divided into two groups: Intelligence and Operations. Enforcement intelligence groups use Law Enforcement Systems to establish covert criminal trends, establish links between seemingly separate criminal activities, and identify activities of criminal organizations, while Enforcement Operations use these systems to gain information on suspects, gangs, and criminal organizations before and after establishing a case. Law Enforcement Systems are also used to give Law Enforcement Agents information to identify the location and description of a suspect(s), and information necessary to capture a suspect as safely as possible.

Geographic Information Systems. These systems extract information from maps, photographs and demographic reports and record it in computer databases. The output products may include statistical reports, maps and graphics that represent statistical relationships, such as bar charts or area maps. The output graphically explains specific conditions, such as population densities or property ownership.

Electronic Commerce. These systems support the transfer of documents and business transactions over local and wide area networks (using standard protocols such as X12, X.400 and X.435 and standards being developed by industry and the Federal Government) and the Internet. Electronic Data Interchange and electronic fund transfers are examples of electronic commerce.

Video Conferencing. This includes the real-time, two-way transmission of voice and /images between two or among more locations.

Electronic Document Management. Electronic document management (EDM) systems provide automated tools to electronically organizing documents and coordinating their processing for developing, revising, tracking, and distributing documents throughout the life-cycle of the documents. EDM software and services include, but are not limited to, managing/controlling access to information from any source; managing revisions; providing users with efficient information access; automatically taking documents through the review, revision, and approval process; assuring that, as any key information changes, all dependent information changes as well; ensuring users have access to the most recent version of a document as soon as possible; providing the ability to import, assemble, store, and reuse information from any source (data, text, spreadsheets, graphics, /images, CAD, voice, video); and, giving users intelligent access to information from any source for viewing or virtually any computer platform.