USMMA - UCAS MANAGED SERVICES CONTRACT - RFI

This Request for Information (RFI) is issued solely for information and planning purposes and does not constitute a Request for Proposal (RFP), Invitation for Bid (IFB), or a promise to issue an RFP in the future. This RFI does not commit the Government to any contract action or for any supply or service implied or otherwise. These exchanges can improve both the Government's understanding of industry capabilities and the industry's understanding of the Government's needs. Any exchange of information must be consistent with procurement integrity requirements in FAR Overhaul part 3 and protected in accordance with part 24. Respondents are advised that the Government will not pay for any information or administrative costs incurred in response to this RFI. The Government does not intend to award a contract based on this RFI. Responses will be treated as information only and not as a proposal. INTENT The Government is conducting an RFI to identify potential industry partners capable of providing end-to-end managed services for its PeopleSoft Campus Solutions (UCAS) environment, which is customized and hosted in a FedRAMP?authorized Gov Cloud. Statement of Work Managed Services for PeopleSoft Campus Solutions 1. Purpose & Objectives The Academy seeks a qualified Contractor to provide end?to?end managed services for its PeopleSoft Campus Solutions (UCAS) environment, which is customized and hosted in a FedRAMP?authorized Gov Cloud. The Contractor will: Operate and manage the hosted application and platform services. Provide production support (incidents/problems), service requests, and break/fix. Perform scheduled PUM updates, critical patches, and regression testing. Deliver enhancements and minor projects. Provide functional guidance on demand across CS modules without requiring full?time functional consultants for all modules. Evaluate and implement new features (PUM/Tools) aligned to Academy priorities. Maintain security, compliance, and audit readiness consistent with Academy policy. 2. Scope of Services All enhancement and project work shall be executed in accordance with Sections 2.7 through 2.10, including requirements documentation, success criteria definition, validation, and traceability under this contract. 2.1 Application Managed Services 24x7 monitoring of application health, integrations, jobs/process schedulers, and app/web tiers. Incident and problem management with RCA for P1/P2. Service requests (access, configurations under guardrails, reports, environment refresh coordination). Break/fix development and promotion through lower environments to production. Performance tuning, capacity planning, trend analysis. Knowledge management for enhancements, changes, and operational procedures performed under this contract, including requirements, solutions, runbooks, and SOP updates. Security administration support (roles/permission lists) in coordination with Academy IAM. 2.2 PUM & Patching Maintain a PUM roadmap (quarterly review) and impact analysis. Retrieve/review image content, categorize regulatory/mandatory vs. optional features. Apply updates in lower environments, retrofit customizations, execute automated/manual regression testing. Coordinate production deployments in approved maintenance windows with rollback plans. The Contractor shall support impact analysis, testing and validation activities; however, final acceptance decisions remain the responsibility of the Government. 2.3 Enhancements & Minor Projects The Contractor shall be responsible for eliciting, documenting, and validating functional requirements and acceptance criteria for all backlog items. Requirements shall be sufficiently documented to support implementation, testing, and acceptance and shall be maintained in the work management system (Jira). Backlog intake/refinement, functional/technical design, build, unit/integration testing, and deployment. CI/CD usage where feasible; branching strategy documented in the Delivery Playbook. Non?functional requirements (performance, security, accessibility) included by default. Documentation updates (config, design, test cases, release notes). 2.4 Functional Guidance (On?Demand) Access to senior functional SMEs across UCAS modules as needed (fractional capacity). Advisory on process optimization, configuration, feature adoption, and release impact. Workshops/demos for new capabilities. 2.5 Environment & Platform Management The Contractor shall be responsible for the end?to?end management and operation of the UCAS application and its hosted environment, acting as the Cloud Service Provider (CSP) for the purposes of this contract. Responsibilities include management of the application, platform, and supporting infrastructure components required to sustain UCAS operations. The Contractor shall: Manage and operate all application tiers, including web, application, process scheduler, database, file systems, and storage; Perform operating system, middleware, and PeopleTools patching and upgrades in accordance with the approved roadmap; Monitor and maintain system performance, availability, and capacity across all layers of the application and platform stack; Execute and maintain high availability (HA) and disaster recovery (DR) capabilities, including defined RTO/RPO requirements, documented runbooks, and annual validation testing; Perform backup and restore operations and ensure data recoverability in accordance with Academy requirements; Manage environments, including Production, Gold, Test, and Development, and coordinate refreshes and environment synchronization; Coordinate and execute release, deployment, and change activities in alignment with the Academy Change Advisory Board (CAB) and approved maintenance windows; Maintain environment configurations, system inventory, and operational documentation for components managed under this contract; Serve as the primary point of coordination for all platform and infrastructure-related issues, including interactions with any underlying cloud infrastructure providers where applicable. The Contractor s responsibilities include operational management of the full UCAS hosted environment. Any underlying infrastructure providers (e.g., IaaS) do not assume responsibility for UCAS service delivery under this contract. 2.6 Security & Compliance Participate in the annual security assessment. Support audit and compliance activities. 2.7 Requirements Management, Solution Delivery, and Traceability For all work performed under this SOW, including managed services, enhancements, PUM activities, and functional support, the Contractor shall be responsible for performing requirements elicitation, analysis, documentation, and validation as an inherent part of service delivery. The Contractor shall: Lead structured discussions with Government stakeholders to elicit requirements, constraints, assumptions, and success criteria; Translate verbal, informal, or partially defined needs into clear, documented functional requirements sufficient to support implementation, testing, and acceptance; Confirm shared understanding of requirements with Government stakeholders; Maintain requirements documentation consistent with industry?standard software development lifecycle practices. These activities are considered inherent to professional services under this contract and are not separately priced or treated as additional scope. 2.8 Solution Design and Implementation The Contractor shall implement solutions that meet documented requirements using an approach appropriate to the PeopleSoft Campus Solutions environment and operational needs. Solutions may include, as applicable: System configuration Custom or modified code Data updates, corrections, or scripts Interfaces or integrations Reports, queries, or batch processes Security and access changes Process or workflow updates The specific technical approach is at the Contractor s discretion, provided it satisfies documented requirements and success criteria. 2.9 Success Criteria and Validation For each task or work item, the Contractor shall define and document objective success criteria describing when the work is complete. At a minimum, success criteria shall: Describe expected system behavior or outcome; Identify applicable business rules, conditions, or exceptions; Specify evidence required to demonstrate completion (e.g., test results, outputs, user confirmation). Success criteria shall be documented prior to completion and used as the basis for Government acceptance. Completion shall include sufficient knowledge transfer and training to enable Government personnel to reasonably understand, validate, and operate the delivered functionality. Training shall include any additional steps reasonably necessary to support ongoing use and support. 2.10 Work Item Traceability The Contractor shall use Jira (or Government?approved system) to maintain traceability for all work. Each work item shall include: Requirement or problem description Defined…