C.3 COMPONENTS OF AN IT SOLUTION
NCI will provide Infrastructure and related services, Applications and related services, and IT Management Services to support agencies’ integrated IT solution requirements. In order to provide a common framework for defining and understanding the components of an IT solution, this section will refer to terminology included in the Federal Enterprise Architecture (FEA) and Department of Defense Enterprise Architecture (DoDEA).
C.3.1 Infrastructure
Infrastructure serves as the foundation and building blocks of an integrated IT solution. It is the hardware which supports Application Services (C.3.2) and IT Management Services (C.3.3); the software and services which enable that hardware to function; and the hardware, software, and services which allow for secure communication and interoperability between all business and application service components.
Infrastructure services facilitate the development and maintenance of critical IT infrastructures required to support Federal government business operations. This section includes the technical framework components that make up integrated IT solutions. One or any combination of these components may be used to deliver IT solutions intended to perform a wide array of functions which allow agencies to deliver services to their customers (or users), whether internal or external, in an efficient and effective manner.
Infrastructure includes hardware, software, licensing, technical support, and warranty services from third party sources, as well as technological refreshment and enhancements for that hardware and software. Infrastructure may be located in government or Contractor facilities, as described in requirements within individual Orders.
This section is aligned with the FEA/DoDEA Technical Reference Model (TRM), which describes these components using a vocabulary that is common throughout the entire Federal government.
Infrastructure includes complete life cycle support for all hardware, software, and services represented above, including planning, analysis, research and development, design, development, integration and testing, implementation, operations and maintenance, and final disposition of these components. The services also include administration and help desk functions necessary to support the IT infrastructure (e.g., desktop support, network administration).
Infrastructure components of an integrated IT solution can be categorized as follows:
C.3.1.1 Service Access and Delivery
These components are responsible for facilitating the end-to-end collection and distribution of data that is either entered or requested by a user. These components include all functions necessary to communicate in a client-server environment. Examples of these components include, but are not limited to, web browsers, VPN, RADIUS, Peer-to-peer, Section 508 compliance, HTTP, FTP, SMTP.
Access Channels
Delivery Channels
Services Requirements
Service Transport
C.3.1.2 Service Platform and Infrastructure
These components include all functions necessary for processing and storing data. These components provide and manage the resources available for Application Services (C.3.2). Examples of these components include, but are not limited to, desktops, laptops, servers, mainframes, routers, switches, printers, ATM, T1, DSL, Ethernet, Windows/UNIX, Java/.NET; web server/portal; database, data storage, data warehouse; software development tools: testing, modeling, versioning, configuration management.
Service Platform
Delivery Servers
Software Engineering
Database Storage
Hardware Infrastructure
C.3.1.3 Component Framework
These components consist of the design of application or system software that incorporates interfaces for interacting with other programs and for future flexibility and expandability. These components define higher level logical functions to provide services in a way that is useful and meaningful to users and other Application Services (C.3.2). Examples of these components include, but are not limited to, digital certificates, biometrics; business logic: JavaScript, Visual Basic; data interchange: SOAP, RDF; data management: SQL, ODBC, OLAP.
Security
Presentation/Interface
Business Logic
Data Interchange
Data Management
C.3.1.4 Service Interface and Integration
These components define the discovery, interaction and communication technologies joining disparate systems and information providers. Application Services (C.3.2) leverage and incorporate these components to provide interoperability and scalability. Examples of these components include, but are not limited to, MOM, ORB, EAI, XML, EDI, WSDL, and UDDI.
Integration
Interoperability
Interfaces
C.3.2 Application Services
Application Services provide support for all applications and collaborative service capabilities. These services include support for developing and implementing enterprise and departmental-level applications. These applications may be “cross-cutting” in nature, with inter-related service processing components extending across/beyond the enterprise, or unique to a particular agency/department’s mission requirements.
Application Services are aligned with the FEA/DoDEA Service Component Reference Model (SRM). The Contractor shall support all “service domains” outlined in the FEA SRM, to enable the advancement of business and performance objectives. These “service domains” identify the service capabilities required by Federal government agencies to support enterprise/departmental processes and applications.
Application Services include complete life cycle support, including planning, analysis, research and development, design, development, integration and testing, implementation, operations and maintenance, and final disposition. Application Services may be performed or located in Government or Contractor facilities, as described in the requirements of individual Orders.
In conjunction with the Application Services supporting each of the Service Domains defined in the FEA/DoDEA SRM, the Contractor shall provide Applications Services for systems required to support unique agency and departmental-level mission requirements, as specified in individual Orders.
The following represents either components of applications or capabilities, which Application Services will support. Each particular area includes, but is not limited to, support for the described functions.
C.3.2.1 Customer Services
Customer Relationship Management (CRM)
Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines.
Customer Preferences
Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms(e.g., personalization, subscriptions, alerts and notifications).
Customer Initiated Assistance
Customer Initiated Services: Initiating service requests and seeking assistance from government agencies via online communication channels (e.g., online help, tutorials, self service, reservation/registration, multilingual support, scheduling).
C.3.2.2 Process Automation
Tracking & Workflow
Tracking and Workflow: Automated routing, tracking, and management of documents (e.g., process tracking, case management, conflict resolution).
Routing & Scheduling
Routing and Scheduling: Automated distribution and scheduling activities (e.g., inbound/outbound correspondence management).
C.3.2.2 Business Management
Management of Process
Process Management: Development and implementation of standard methodologies and automated process management systems, to facilitate agencies’ requirements for managing and monitoring activities surrounding their core business operations (e.g., change management, configuration management, requirements management, program/project management, governance/policy management, quality management, risk management).
Organizational Management
Organizational Management: Collaboration and communication activities (e.g., workgroup/groupware, network management).
Investment Management
Investment Management: Selecting, managing, and evaluating agencies’ investments and capital asset portfolios (e.g., strategic planning/management, portfolio management, performance management).
Supply Chain Management
Supply Chain Management: All aspects of supply chain management, from the initial sourcing phase through customer delivery (e.g., procurement, sourcing management, inventory management, catalog management, ordering/purchasing, invoice tracking, storefront/shopping cart, warehouse management, returns management, logistics/transportation).
C.3.2.4 Digital Asset Services
Content Management
Content Management: Content development, maintenance, updates, and distribution (e.g., content authoring, content review/approval, tagging/aggregation, content publishing/delivery, syndication management).
Document Management
Document Management: Capturing, indexing, and maintaining documents (e.g., document imaging, optical character recognition (OCR), document revisions, library/storage, review/approval, document conversion, indexing/classification).
Knowledge Management
Knowledge Management: Collecting and processing data from multiple sources and generating information to support business requirements (e.g., information retrieval, information mapping/taxonomy, information sharing, categorization, knowledge engineering, knowledge capture/distribution/delivery, smart documents).
Records Management
Records Management: Administration of official government records (record linking/association, record storage/archival, document classification, document retirement, digital rights management).
C.3.2.5 Business Analytical Services
Analysis & Statistics
Analysis and Statistics: Applying analysis and statistics to examine/resolve business issues (e.g., mathematical, structural/thermal, radiological, forensics).
Visualization
Visualization: Transforming data into graphical or image form (e.g., graphing/charting, imagery, multimedia, mapping/geospatial/elevation/global positioning systems (GPS), computer-aided design (CAD)).
Knowledge Discovery
Knowledge Discovery: Identifying and extracting information from multiple data source containing files stored in various formats (e.g., data mining, modeling, simulation).
Business Intelligence
Business Intelligence: Collecting information relevant to historical, existing, or future business needs (e.g., demand forecasting/management, balanced scorecard, decision support planning).
Reporting
Reporting: Generating reports derived from single or multiple data sources (e.g., ad hoc reporting, standardized/canned reporting, on-line analytical processing (OLAP)).
C.3.2.6 Back Office Services
Data Management
Data Management: Creation, usage, processing, and management of data resources (e.g., data exchange, data mart, data warehouse, meta data management, data cleansing, extraction and transformation, data recovery). The data management services include support for agencies’ use of the FEA/DoDEA Data Reference Model (DRM).
Human Resources
Human Resources: Recruitment, training, and management of government personnel (e.g., recruiting, career development/retention, time reporting, awards/benefit management, retirement management, education/training, travel management).
Financial Management
Financial Management: Government financing and accounting activities (e.g., billing and accounting, credit/charge, expense management, payroll, payment/settlement, debt collection, revenue management, internal controls, auditing, activity based management, currency translation).
Asset and Material Management
Asset/Material Management: Acquisition and management of Federal government assets (property/asset management, asset cataloging/identification, asset transfer/allocation/maintenance, facilities management, computers/automation management).
Development & Integration
Development and Integration: Development and integration of systems across diverse operating platforms (e.g., legacy integration, enterprise application integration, data integration, instrumentation/testing, software development).
Human Capital/Work Management
Human Capital/Workforce Management Development and Integration: Planning and supervisory operations surrounding government personnel (e.g., resource planning/allocation, skills management, workforce directory/locator, team/organization management, contingent workforce management).
C.3.2.7 Support Services
Security Management
Security Management: Assuring desired levels of protection for Federal systems, data, and related assets are achieved (e.g., identification/authentication, access control, encryption, intrusion detection, verification, digital signature, user management, role/privilege management, audit trail capture/analysis).
Collaboration
Collaboration: Communications, messaging, information sharing, scheduling and task management activities (e.g., email, threaded discussions, document library, shared calendaring, task management).
Search
Search: Searching, querying, and retrieving data from multiple sources (e.g., precision/recall ranking, classification, pattern matching)
Communications
Communications: Voice, data, and video communications in multiple formats and protocols (e.g., real time chat, instant messaging, audio/video conferencing, event/news management, community management support, computer/telephony integration, voice communications).
Systems Management
Systems Management: All aspects of systems management (e.g., software distribution/license management, configuration/installation, remote systems control, enhancements/service updates, system resource monitoring, helpdesk support/issue tracking).
Forms Management
Forms Management: Creating, managing, and processing online forms to support business operations (e.g., forms creation, modification).
C.3.3 IT Management Services
IT Management Services provide support for operations and IT resource management requirements across the Federal government.
These services encompass support for all strategic planning, management, and control functions integral to IT initiatives.
The IT Management Services provide the foundational support to effectively align IT requirements with
Federal government business operations.
IT Management Services provide support for all government lines of business, functions, and service components that comprise
the FEA/DoDEA Performance Reference Model (PRM) and Business Reference Model (BRM).
IT Management Services shall enable the development and implementation of enhanced governance capabilities, to efficiently and
effectively support government agencies’ mission requirements and service delivery operations. The services include, but shall
not be limited to, support for the following functions:
C.3.3.1 Controls and Oversight
Development and implementation of management controls and systems required by agencies to evaluate, manage, and monitor program performance relative to IT initiatives (e.g., agency, program, and project-level performance plans for IT initiatives; performance measures to support evaluation and reporting requirements for IT initiatives in compliance with FEA/DoDEA PRM standards, etc.).
Performance Management
C.3.3.2 Risk Management and Mitigation
Identification of risk and preparation of risk management plans for IT projects, initiatives, and ongoing operations. Contingency planning to ensure continuity of IT operations and service recovery during emergency events (e.g., risk assessments to determine contingency planning requirements for IT operating environments; develop/maintain contingency, COOP, and disaster recovery plans for IT components, develop/implement emergency preparedness systems)
Contingency Planning
Continuity of Operations
Service Recovery
C.3.3.3 Regulatory Development
Facilitate the development of IT policies, guidelines and standards to facilitate implementation of Federal laws and regulations. The services include support for development, implementation and maintenance of systems to support agencies’ IT regulatory development, compliance, and enforcement activities (e.g., monitoring/inspection/auditing of IT regulated activities to ensure compliance).
IT Policy and Guidance Development
C.3.3.4 Planning and Resource Allocation
Facilitate the planning of IT investments, as well as determine and manage managing overall IT resources to efficiently and effectively support agencies’ mission operations. This service area includes, but shall not be limited to support for the following functions: Budget Formulation/Execution: Facilitate the integration of budgets and plans, at agency and departmental levels, to effectively link IT functions, activities, and resources with mission objectives.
Budget Formation/ Execution
Capital Planning
Capital Execution: Facilitate the selection, management, and evaluation of IT investments relative to Federal government agencies’ overall capital asset portfolios.
Enterprise Architecture
Enterprise Architecture (EA): Development and use of EA work products to manage current and future needs of Federal government business operations (i.e., “baseline” and “target” architectures). The services include transition planning and migration support for all EA components (e.g., business, information, application, and technology architectures), to advance the development and implementation of “core EA capabilities.” The services shall provide support relative to Federal government mandates for measuring and reporting on the completion and usage of EA programs, as well as evaluating results for E-Gov alignment and implementation of Federal lines of business and other cross-governmental initiatives (e.g., SmartBUY, IPv6, HSPD-12).
Strategic Planning
Strategic Planning: Facilitate the effective alignment of IT requirements/IRM plans with strategic business plans and program initiatives.
Management Improvement
Management Improvements: Development and implementation of improved systems and business practices to optimize productivity and service delivery operations (e.g., analysis, and implementation of improvements in the flow of IT work and program processes and tool utilization, including business system analysis, identification of requirements for streamlining, re-engineering, or re-structuring internal systems/business processes for improvement, determination of IT solution alternatives, benchmarking).
C.3.3.5 IT Security
Development and implementation of management, operational, and technical security controls required by agencies to assure desired levels of protection for IT systems and data are achieved (e.g., establishment of policy/procedures in support of Federal IT security requirements, conduct risk assessments to identify threats/vulnerabilities for existing/planned systems; support Federal mandates for measuring and reporting compliance, perform certification and accreditation (C&A) activities; provide training services to promote awareness and knowledge of compliance responsibilities for Federal IT security requirements).
Develop/Implement Security Controls
Risk/Vulnerability Assessments
Certification and Accreditation
Security Training
C.3.4 Incidental Services
The Contractor shall provide incidental services in support of an integrated IT solution as necessary. The incidental services described here may only be included in an Order when they are integral to and necessary for the IT effort. Incidental services may include, but are not limited to, such tasks as: clerical support, data entry, training, subject matter expertise, and construction, alteration, and repair. Additional information about some of these services is provided below.
C.3.4.1 Telecommunications/Wireless
Orders which may include requirements for Telecommunications, Wireless, and Satellite products and services may be fulfilled under the Basic Contract scope, provided the work to be performed is incidental to a larger IT initiative. Contractors are authorized on cost type contracts to use government sources of supply, and are encouraged to use GSA’s Networx and Satcom II.