Description
Synopsis: The Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO) intends on issuing a sole source purchase order to Chris Hiner Technical Services, 27136 Shagbark Drive, Southfield, MI 48076. Chris Hiner Technical Services is a renewal of services providing continued support, maintenance, and programming services for Phone Activated Paperless Response System (PAPRS) and resolving all errors and/or malfunctions (both software and hardware) exhibited by the system. This custom-designed interactive voice response and web-enabled system captures payment requests for the agency (OJP) grantees. To accomplish these tasks and support the following is required through a Firm-Fixed Price Purchase Order. Statement of Work attached. Statement of Work PAPRS Voice Response System 1. Background The Phone Activated Paperless Response System (PAPRS) application, is a custom-designed interactive voice response and web-enabled system that captures payment requests for the Agency grantees. With the newly modernized application, grantees have the option of using the touch-tone phone activated portion of the system or accessing it securely via the Internet. 2. Objective: The purpose of this Statement of Work (SOW) is to provide OCIO with support and continued maintenance for the PAPRS phone system, which includes the phone application and the hardware, and to keep the phone system fully functional at all times. 3. Scope of Work The contractor shall provide continuing support and maintenance and telephony programming services for the PAPRS system and resolve all errors or malfunctions exhibited by the PAPRS phone system (both software and hardware) and overall general phone system and application maintenance. This support is to be performed on-site and via secure remote VPN access. 4. Description of Services 4.1 The contractor shall receive written or oral work orders from the COTR for required assessment studies, changes, and/or identified problems to OJP=s PAPRS phone software and hardware systems and phone applications. Oral directives shall be confirmed in writing by the OJP COTR within 1 (one) work day from the time of oral communication. 4.2 Based on the work order, the contractor shall make all changes, edits and alterations, perform phone system maintenance and/or corrections to OJP's PAPRS phone software systems and phone applications. 4.3 The contractor shall make additional modifications to the PAPRS phone software systems and phone applications which become necessary as a result of the work performed by the contractor. These modifications include: data conversions and the creation of any new files and/or subsystems. The contractor shall also make modifications to the PAPRS phone software systems and phone applications which may include new hardware configurations, software upgrades and/or replacements and any adaptations that must be made for new phone communications. 4.4 The contractor shall provide recommendations for solutions to technical problems that arise in the PAPRS phone software systems and applications, where applicable. 4.5 The contractor shall develop a plan for completion of full integration testing of requested changes, alterations, and/or corrections made in relation to the PAPRS phone software systems and phone applications and their functionality for each work order. 4.6 The contractor shall develop a release package for the requested changes, alterations and corrections. This package shall contain the phone software scheduled to be released, installation instructions, executables, source code (to include any third party tools used for development), and a release notice. 4.7 The contractor shall provide monthly status reports to the COTR to include work orders, progress on each work order, and completion dates only when edits, changes or technical enhancements to the phone application are required. This status report will include the actual hours worked on each work order issued. All issues should be identified to the extent possible and included on the monthly status report. 4.8 The contractor shall understand that the PAPRS phone application is a mission critical system. 4.9 The contractor shall provide complete phone system documentation of both the primary and the relationship with the backup system, which will include paths, required libraries, databases, directories, files and utilities, and a print out of all required. 4.10 The contractor shall prepare the bulk of the phone coding changes at the contractor=s site. 4.11 The completed phone application/computer system programming changes will be the sole property of the Office of Justice Programs. Any licensing for the port keys, dialogic boards, executables, or utilities purchased to work with PAPRS, will be provided to the COTR and is and will remain the property of the Office of Justice Programs. 5. Deliverables All documentation deliverables should be in electronic format at a minimum in Microsoft Word or other pre-approved format. The source and executables shall be delivered electronically on cd rom or via a zip file. The executable shall be ready for installation with installation instructions included on a separate cd rom or compressed zip file. Installation and support shall be supplied in an as needed, planned and requested basis. 6. Period of Performance The period of performance shall commence Date of Award up to a period of one full year. 7. Place of Performance The work performed under this statement of work shall be located at OJP or at the contractor=s facility based on the work order requirements. However, on-site visits may be required, if working off-site, to resolve system critical issues that cannot be remedied via contractor's VPN access. 8. Security The work to be conducted is considered SENSITIVE BUT UNCLASSIFIED. 8.1 The contractor shall ensure that all OJP documents and software processed under this delivery order, and the information contained therein, are protected from unauthorized use and mishandling by assigned personnel. Controlled documents must be stored in a government approved storage container when not under the direct control or in the possession of personnel. The contractor shall treat any information developed on security vulnerabilities and any Government provided sensitive documents as ALimited Official Use information.@ The contractor shall label and protect this information in accordance with DOJ Order 2620.7, AControl and Protection of Limited Official Use Information.@ 8.2 The contractor shall not provide any Government documents, information or licensed material in any form to sources not authorized by OJP without the written approval of the COTR during the period of this statement of work or any time afterwards. Execution of non-disclosure statements shall be required. 9. Task Order Contracting Officer=s Technical Representative (COTR) Michael DePalma/OCIO, is hereby designated the COTR for this effort. 10. Government Furnished Resources The contractor shall be provided the use of the necessary resources in the execution of this delivery order. 11. Personnel Security Requirements The contractor must notify the CO and COTR of any changes in personnel assignment thirty (30) days prior to making any personnel changes. The contractor personnel must be escorted by a properly cleared OJP employee when on site. This level of access may be modified upon approval by the OJP Security Officer. NOTE: THIS IS NOT A REQUEST FOR QUOTATIONS. However, all responsible parties who identify their interest and capability to satisfy this requirement will be considered. A determination not to complete this action based upon responses received is in the sole discretion of the Government.