2.6.1 DM seeks a Contractor to assume responsibility for the Operations and Maintenance of SOA Services. 2.6.2 The Contractor shall provide all the services required for the O&M of these SOA Services, including the program and technical management and necessary oversight to ensure that these critical SOA Services are operational in compliance with their respective uptime target. 2.6.3 The related objectives are: 2.6.3.1 The Contractor shall continue the path of process improvement established by the current Vendors on how work is performed specifically regarding: 2.6.3.2 The Contractor shall adopt the Agile and Kanban methodologies for tracking, assigning, managing, and reporting, and projecting O&M work. 2.6.3.3 The Contractor shall provide an estimating level of effort (LOE) of every O&M task and capturing the actual level of effort when work is completed. 2.6.3.4 The Contractor shall provide continuous improvements in executing, managing, tracking, projecting (capacity vs. LOE) how O&M work is performed. 2.6.3.5 The Contractor shall generate monthly work metrics for O&M dashboards and database dashboards viewed by DM management for gauging the O&M work volume and Vendor performance. 2.6.4 The Contractor shall reduce the cost of O&M with measurable metrics related to work volume and execution and establish standard and innovative industry practices to control the cost for the out years of the contract. 2.6.5 The Contractor shall improve the efficiency of O&M activities by leveraging the Agile/Kanban work methodologies already established and implemented, with an eye towards maturing the workflow processes by such means as redesigning workflows, reducing silos, and improving resource utilization. 2.6.6 The Contractor shall introduce standard processes and procedures following industry best practices for SOA O&M. 2.6.7 The Contractor shall maintain DM’s contribution to our current high levels of service and continue improvements made in the past five years that have reduced both scheduled downtime and unplanned outages. 2.6.8 The Contractor shall provide and introduce innovative technologies and solutions for controlling and reducing cost, as well as to improve service and quality.
