11211.45 airport information display systemmission.sfgov.org/oca_bid_attachments/fa52910.pdf · a...

11211.45

AIRPORT INFORMATION DISPLAY SYSTEM

EXHIBIT F

SCOPE OF WORK

Airport Information Display System May 2, 2018

Scope of Work of 40

TABLE OF CONTENTS

1.0 Scope of Work Overview .................................................................................................. 4

2.0 Reference Documents ....................................................................................................... 4

3.0 Terms and Acronyms ....................................................................................................... 4

4.0 Roles and Responsibilities .............................................................................................. 10

5.0 Project Management Requirements .............................................................................. 16

5.1 Project Management Plan ............................................................................................................ 16

5.2 Project Execution ......................................................................................................................... 17

5.3 Project Closeout Requirements .................................................................................................... 18

6.0 Discovery/System Requirements Validation ................................................................ 19

6.1 General Requirements ................................................................................................................. 20

6.2 Information Display System (IDS) .............................................................................................. 20

6.3 System Requirements Review ..................................................................................................... 21

7.0 System Design .................................................................................................................. 21

8.0 Hardware and Software Procurement .......................................................................... 23

9.0 System Installation and Test .......................................................................................... 23

9.1 Installation and Test Overview .................................................................................................... 23

9.2 Test and Training Lab Environment Installation ......................................................................... 24

9.3 Preliminary Acceptance Test – Test and Training Lab Environment ......................................... 25

9.4 Production Staging Environment Implementation ...................................................................... 25

9.5 Validation Test in Production Staging Environment ................................................................... 26

9.6 Server Implementation in Primary and Secondary Production Environments ............................ 26

9.7 Validation Test in Production Environments .............................................................................. 27

9.8 Cutover Readiness Review .......................................................................................................... 27

9.9 System Cutover ............................................................................................................................ 27

9.10 Endurance Test ............................................................................................................................ 28

9.11 Final System Acceptance ............................................................................................................. 29

10.0 Expansion/Professional Services ................................................................................. 29

11.0 Testing ........................................................................................................................... 29

11.1 Test Activities .............................................................................................................................. 30


Scope of Work of 40

12.0 Training ......................................................................................................................... 30

12.1 Training Overview ....................................................................................................................... 30

12.2 Types of Training ........................................................................................................................ 31

13.0 Submittals and Documentation ................................................................................... 33

13.1 Submittal Media Requirements ................................................................................................... 33

13.2 Submittal Quantities .................................................................................................................... 33

13.3 Submittals .................................................................................................................................... 33

13.4 Submittal Schedule ...................................................................................................................... 37

14.0 Warranty/Maintenance Services ................................................................................ 38

14.1 1st Level Maintenance ................................................................................................................. 38

14.2 2nd Level Maintenance ................................................................................................................ 38

14.3 Software Maintenance ................................................................................................................. 39

TABLE OF TABLES

Table 1 Project Lifecycle Roles & Responsibilities ..................................................................... 12

Table 2 Submittal Delivery Schedule ........................................................................................... 37

TABLE OF FIGURES

Figure 1 Future Organization Chart .............................................................................................. 11


Scope of Work of 40

1.0 SCOPE OF WORK OVERVIEW

This procurement is for the Information Display System (IDS) for the entire SFO airport. Although

there are some displays owned by individual airlines, the IDS will be capable of displaying

information from all airlines and other data sources as required throughout the Airport. SFO is in

the process of upgrading and replacing old display hardware. The Contractor will be responsible

for all server platforms, COTS software and application software. The IDS Contractor must also

provide replacement DVCs for all XP and NT devices. In addition, the IDS Contractor shall

provide display hardware as an option for IDS expansion purposes. Level 1 support for IDS will

be provided by a separate SFO Support Contractor (SC).

At a minimum, the scope of work for this project includes the following:

1. Project Management

2. Requirements Validation

3. Solution Design

4. Hardware (Server platforms and DVCs)

5. Software

6. Implementation

7. Test

8. Training

9. Cutover

10. Submittals

11. Warranty/Maintenance.

2.0 REFERENCE DOCUMENTS

Information Display System - System Specification Document (SSD)

3.0 TERMS AND ACRONYMS

Acronym Full Phrase Brief Description

A-VDGS Advanced Visual

Docking Guidance

System

Intelligent sensors and system to collect and distribute

real-time gate and flight data

ADA Americans with

Disabilities Act (2010)

An Act of Congress signed into law in September 2008

modifying the ADA (1990), which prohibits, under

certain circumstances, discrimination based on

disability.

AIIS Airport Information

Integration Solution

A software architecture model used for

interconnecting information systems, centralizing the

collection of data and the analysis and distribution

information.

https://en.wikipedia.org/wiki/Software_architecture


Scope of Work of 40


AODB Airport Operational

Database

A single database used to store flight schedules, and

resource assignments.

AOS Airport Operational

Services

A composite of solution services comprising business

services, user interfaces and a centralized database

used to store and share flight schedules, resource

assignments, and other airport data with other airport

systems.

API Application

Programming Interface

A set of routines, protocols, and tools for building

software applications

ATP Acceptance Test Plan A plan with test objectives and test procedures to test

all system and functional requirements in order to

accept the system.

BHS Baggage Handling

System

A physical conveyer transportation system for airport

baggage between the check-in positions and airside

baggage makeup.

BIC Baggage Input Console Device used by baggage handlers to input the flight

number of the bags being unloaded and put onto a

baggage carousel.

BPP Boarding Pass Printer Device for printing a boarding pass at Airport check-

in or kiosks.

BTP Bag Tag Printer Device for printing bag tags at Airport check-in or

kiosks.

BSM Baggage Source

Message

Message with specific format for notifying airline

systems and baggage handling systems of bag tags that

have been issued.

CD Compact Disc Storage media which may be used for delivery of

electronic documentation.

COTS Commercial Off-the-

Shelf

Software application that is built ready-made for sale

by a vendor. The software can be enhanced by user,

when necessary.

CRR Cutover Readiness

Review

A system life cycle review used to determine the

readiness of systems to move from test to operational

production capabilities.


Scope of Work of 40


CUPPS Common Use Passenger

Processing System

Software and hardware standards designed to allow a

single passenger processing station to serve multiple

airlines. These standards overhaul the original CUTE

standards.

CUSS Common Use Self-

Service

Software and hardware developed to allow a single

self-service kiosk to serve multiple airlines.

DBMS Database Management

System

Software system used for storing and retrieving data in

the system.

DDC Digital Device Controller PC attached to a display device for controlling the

content of that display.

DVD Digital Video Disc Storage media which may be used for delivery of

electronic documentation.

GANTT Bar Chart Chart that illustrates a project schedule showing start

and finish dates of terminal elements and summary

elements of a project.

GIDS Gate Information

Display System

Displays at Airport departure gates which provide

information on departing flights, weather at

destination city , waitlists, etc.

HVAC Heating, Ventilation, and

Air Conditioning

The mechanical devices used to heat, cool, and

exchange air in an airport to provide a comfortable,

healthy environment.

IATA International Air

Transport Association

The international association whose membership is

airlines.

ICD Interface Control

Document

Document used to define the design of interfaces

between two systems.

IDS Information Display

System

A display system that portrays flight information, gate

assignments, advertising, wayfinding, visual paging

and other information as required.

IOC Initial Operating

Capacity

The point in time a system(s) goes live in an

operational environment.

IT Information Technology The study, design, development, implementation,

support, and management of computer-based

information systems, particularly software

applications and computer hardware.


Scope of Work of 40


ITB International Terminal

Building

International Terminal Building at SFO.

ITT Information Technology

and Telecommunications

The organization at SFO responsible for overseeing all

information technology systems and infrastructure

installed at the Airport

LAN Local Area Network A computer network covering a smaller physical

space, such as an airport terminal, without the need for

long-distance cabling

LDCS Local Departure Control

System

A check-in system that manages passenger seat

assignments, baggage, and boarding for airlines.

LEC Local Exchange Carrier A regulatory term in telecommunications for the local

telephone company.

LOTD Long Term Parking

Displays

Display Monitors in the Long Term Parking Lot

MAC Moves, Adds, and

Changes

An alteration of Airport network indicating that

cabling has been added, moved, or altered.

MPEG Moving Picture Experts

Group

A working group of authorities that was formed to set

standards for audio and video compression and

transmission.

MPOE Main Point of Entry The demarcation point at which the public switched

telephone network ends and connects with the

customer's on-premises wiring.

NOC Network Operations

Center

Location where a network’s day to day operations is

managed.

NTP Notice To Proceed Notice given to a Contractor that it may proceed to

start work on a project.

O&M Operations &

Maintenance

A life cycle phase of a system after successful

implementation.

PDS Premises Distribution

System

The planned physical cabling system designed to

transmit voice and data within a campus.

PPS Passenger Processing

System Project

An Airport project to replace existing systems at the

SFO.

PMP Project Management

Plan

A document used at the start of the contract to organize

the work associated with building a system.

https://en.wikipedia.org/wiki/Regulatory

https://en.wikipedia.org/wiki/Telecommunication

https://en.wikipedia.org/wiki/Working_group

https://en.wikipedia.org/wiki/Experts

https://en.wikipedia.org/wiki/Audio_compression_(data)

https://en.wikipedia.org/wiki/Video_compression

https://en.wikipedia.org/wiki/Public_switched_telephone_network

https://en.wikipedia.org/wiki/Public_switched_telephone_network

https://en.wikipedia.org/wiki/On-premises_wiring


Scope of Work of 40


RAID Ramp Area Information

Display

Displays housed in baggage make up areas and other

locations on the apron level that provide flight related

data to ramp personnel.

RIDS Ramp Information

Display System

A system that displays flight, gate, and other pertinent

information to ramp crews via exterior (outside the

baggage make up areas) dynamic signs and monitors.

RMS Resource Management

System

A computer system that uses the planned flight

schedules and operational updates to allocate check-in

counters, gates, and bag belts for certain flights. It is

often used in conjunction with a common use system.

SDD System Design

Document

Life cycle document that describes the detailed design

of a system.

SDR System Design Review A life cycle review to review the design of a system.

SFO San Francisco

International Airport

Airport owned and operated by the City and County of

San Francisco, California and situated in San Mateo

County, California.

SIEM Security Information and

Event Management

Software products and services that combine security

information management (SIM) and security event

management (SEM). They provide real-time analysis

of security alerts generated by network hardware and

applications.

SMI System Manager

Interface

Interface to a system management module that allows

administrators to manage an application.

SPCR Software

Problem/Change Request

Document that describes a problem or a requested

change to a software application.

SRR System Requirements

Review

Life cycle assessment that reviews the documented

requirements of a system.

SSD System Specification

Document

High level system architecture and requirements

document.

SSR Special Systems Room A room where a business houses servers and wiring,

which may serve as a distribution point for multipair

cables from the main distribution frame.

SUS Shared Use System System that allows airlines to operate on a shared

hardware environment. Airlines may use their own

browser-based web client, virtualized proprietary

applications, IATA CUTE/CUPPS applications, or an

https://en.wikipedia.org/wiki/Security_information_management

https://en.wikipedia.org/wiki/Security_information_management

https://en.wikipedia.org/wiki/Security_event_manager

https://en.wikipedia.org/wiki/Security_event_manager

https://en.wikipedia.org/wiki/Main_distribution_frame


Scope of Work of 40


LDCS application. For detailed

description/requirements see SSD Section 11.3.

T1 Terminal One One of the Terminals at SFO.

T1C Terminal 1 Center Center area of Terminal 1 at SFO.

T3W Terminal 3 West Area of Terminal 3 at SFO.

TDM Time Division

Multiplexing

A method of transmitting and receiving independent

signals over a common signal path by means of

synchronized switches at each end of the transmission.

TRR Test Readiness Review A life cycle review to ensure a system is implemented

and ready for acceptance testing.

USB Universal Serial Bus An industry standard that defines the cables,

connectors and communications protocols used in a

bus for connection, communication, and power supply

between computers and electronic devices.

VLAN Virtual Local Area

Network

The virtual segregation of a single physical LAN into

multiple LANs operating on the same infrastructure.

VM Virtual Machine A virtual machine is an emulation of a particular

computer system. Virtual machines operate based on

the computer architecture and functions of a real, or

hypothetical computer, and their implementations may

involve specialized hardware, software, or a

combination of both.

VRF Virtual Routing and

Forwarding

A technology that allows multiple instances of a

routing table to co-exist within the same router at the

same time.

WAN Wide Area Network A computer network covering a vast area, in contrast

to a LAN. WANs often require leased external cables

and stretch over distances measured in miles.

WBS Work Breakdown

Structure

A deliverable-oriented decomposition of a project

into smaller components. It is a key project

deliverable that organizes the work into manageable

sections.

WS Workstation A workstation is a special computer designed for

technical or scientific applications. Intended primarily

to be used by one person at a time, they are commonly

connected to a local area network.

https://en.wikipedia.org/wiki/Technical_standard

https://en.wikipedia.org/wiki/Communications_protocol

https://en.wikipedia.org/wiki/Bus_(computing)

https://en.wikipedia.org/wiki/Computer

https://en.wikipedia.org/wiki/Emulator

https://en.wikipedia.org/wiki/Computer_architecture

https://en.wikipedia.org/wiki/Computer_hardware

https://en.wikipedia.org/wiki/Software

https://en.wikipedia.org/wiki/Routing_table

https://en.wikipedia.org/wiki/Deliverable

https://en.wikipedia.org/wiki/Work_(project_management)

https://en.wikipedia.org/wiki/Computational_science

https://en.wikipedia.org/wiki/Local_area_network


Scope of Work of 40

4.0 ROLES AND RESPONSIBILITIES

The high-level responsibilities are as follows:

1. SFO Information Technology and Telecommunications (ITT) – primarily responsible for

LAN, system administration and support.

2. SFO Terminal Systems – Responsible for the Airport’s relationship with the airlines and

providing applications for efficient passenger processing operations. Also, will be the

primary administrator of the contract awarded as a result of the RFP process.

3. PPS Technology Contractor – responsible for designing, providing and maintaining

AODB, Shared Use, and RMS applications.

4. IDS Contractor – responsible for designing, providing, and maintaining the IDS

5. Airlines – primary users of Shared Use system and provider of flight information to the

airport.

6. SFOTEC – The Airport’s current private contractor responsible for day-to-day use and

resource allocation using the PPS applications.

7. Airport Tech Shop – Internal SFO department responsible for operations and

maintenance activities for many Airport electronic systems.

8. PPS Support Contractor - Responsible for Level 1 Maintenance activities for PPS and

IDS systems. PPS Support Contractor will be in place before IDS contract is awarded.

9. Help Desk – 24/7 call center responsible for taking all trouble calls associated with the

PPS and IDS systems, creating trouble tickets, and forwarding to the appropriate party for

resolution.

10. AIIS Team – Team comprised of SFO personnel and contractors, responsible for the

integration of multiple systems throughout the Airport.


Scope of Work of 40

The diagram below depicts the reporting structure of these parties and their primary

responsibilities.

Figure 1 Future Organization Chart


Scope of Work of 40

The table below depicts the detailed roles and responsibilities of all parties throughout the project

lifecycle.

Table 1 Project Lifecycle Roles & Responsibilities

ROLES AND RESPONSIBILITIES

SFO

ITT

IDS

Contractor Airlines

SFO

TEC

PPS

Support

Contractor

Airport

Tech

Shop

HELP

DESK

SFO

Terminal

Systems

Other

Owns all hardware

and software licenses X X

HARDWARE PROCUREMT

All server room

hardware for all

applications X

New IDS Displays X X

New IDS DVCs X X

Replacement DVCs for

NT/XT devices X

User/admin

workstations for IDS X

SOFTWARE PROCUREMENT

Operating system,

DBMS, VM software,

all required COTS

software X

IDS Application

Software X

IMPLEMENTATION

LAN provisioning and

maintenance X

Internet Connection X

Airline Connections X X X

Space for Test lab,

production staging and

training platform servers

on premise X

Space for 2 geo diverse

production server

platforms on premise X

Optional - Of premise

hosting facility X


Scope of Work of 40


SFO

ITT

IDS

Contractor Airlines

SFO

TEC

PPS

Support

Contractor

Airport

Tech

Shop

HELP

DESK

SFO

Terminal

Systems

Other

Space for training and

test facility X

Space for storage and

staging of all equipment

(new or reused) X

Installation of all servers

and operating systems

and VM software X

Coordinates with

airlines for WAN

connections if necessary X

Shipping and delivery of

any new equipment X

Staging and

configuration of all

hardware (new and

reused) X

Asset tagging X

Implementation of

applications X

Installation of any new

hardware (coordinated

w/ SFO) X

System Testing X

User, Admin and

Support Training X

Cleanup of Facility X

Transition planning X

System cutover X

Submittals X

OPERATIONS AND MAINTENANCE

Support Functions

Answer help desk phone

calls 24 hrs/day,

receives problem reports

from users X X

Creates Trouble tickets X X X X


Scope of Work of 40


SFO

ITT

IDS

Contractor Airlines

SFO

TEC

PPS

Support

Contractor

Airport

Tech

Shop

HELP

DESK

SFO

Terminal

Systems

Other

Tracks problems to

resolution (non-network

related) X

1st level maintenance-

initial problem triage,

pulls and replaces faulty

hardware (excluding

IDS displays), calls

vendor for 2nd level

support if problem

unresolved X

IDS display and DVC

1st level triage, pull and

replace faulty hardware X

Preventative

maintenance X

Keep operating system

software current to latest

releases X

Keeps application

software current to latest

releases X

Implements software

fixes/patches X

Monitors all systems X X X

Receives alerts and

event notifications for

IDS applications X X X X

Runs statistics and

reports X X

Views dashboards for

IDS applications X X X

Asset management qrtly

reports/updates X

Routine MACs of

hardware (excluding

Displays and DVCs) X

Routine MACs of

Displays and DVCs X


Scope of Work of 40


SFO

ITT

IDS

Contractor Airlines

SFO

TEC

PPS

Support

Contractor

Airport

Tech

Shop

HELP

DESK

SFO

Terminal

Systems

Other

Measures and reports

Service Levels monthly X

2nd level maintenance -

trouble shooting all

problems not resolvable

by 1st level maintenance X

Software warranty,

fixes, updates and

maintenance X

24x7 customer support X

Quarterly Service Level

Reports X X

On-going on-site

technical resource X

Hardware warranty for

new IDS hardware X

Hardware warranty of

reused hardware X

Ordering replacement

spares for faulty reused

equipment X

Ordering replacement

spares for faulty new

equipment X

Fixes any airline WAN

issues X

Fixes any airline host

problems X

System Administration

Functions

IDS software change

management X

IDS user access and

account management X X

Configuration

Management of all

hardware and software X X

Network

Management/monitoring X


Scope of Work of 40


SFO

ITT

IDS

Contractor Airlines

SFO

TEC

PPS

Support

Contractor

Airport

Tech

Shop

HELP

DESK

SFO

Terminal

Systems

Other

Server Management

Monitoring X X

Password administration X X

Defining User roles and

privileges X

Administers user roles

and privileges X

Report operational

issues to Help Desk X X X

IDS

Pulls and Replaces

faulty displays and

DVCs X

Display format creation

and maintenance X X

Scheduling of displays X X

Content management of

displays (flight data,

promotional material,

wayfinding, etc.) X

X

(w/ other

Airport

stake-

holders)

Entering visual pages

manually X

SFO

Comm

Center

Adding/removing

displays from software

config. X X

Edits business rules X X

Adds new

interfaces/sources of

data

X

(w/AIIS

Team)

5.0 PROJECT MANAGEMENT REQUIREMENTS

5.1 Project Management Plan

The Project Management Plan (PMP) is a formal, approved document that defines how

the project is executed, monitored, controlled, and closed. The Contractor shall submit

a Project Management Plan (PMP) that must be in conformance with PM BoK5 for

approval by the Airport two weeks after notice to proceed. The PMP shall include the


Scope of Work of 40

following:

1. Restatement of scope which shall align with the proposed solution.

2. WBS structure at the task level.

3. Task descriptions of each discrete activity, including the following information for

each task:

a. WBS number

b. Narrative description

c. Planned start date

d. Duration

e. Planned resources (staff, bill of materials, lab time, shipping, etc.)

f. Dependencies (including dependencies upon other tasks, Airport, and 3rd party

tasks).

4. Project schedule in GANTT format showing dependencies and critical path.

5. Description of project controls to be used for cost, resource, and schedule

management.

6. Stakeholder register with contact information.

7. Status Reporting Plan for maintaining an excellent dialog among Airport

organizations. The Status Reporting Plan shall include the following:

a. Escalation criteria for open issues, which might affect delivery

b. Weekly email status report (from kickoff until final acceptance) which

identifies:

i. The activities completed in the previous week

ii. The activities planned for the following three weeks including Contractor,

Airport and 3rd party activities

iii. Unresolved issues which might affect schedule or budget

iv. Open action items

v. Changes to risk register

vi. Current schedule for completion and earned value calculations

8. Quality management plan.

9. Risk management plan including risk register and risk mitigation approach.

5.2 Project Execution

Contractor shall conduct a project kickoff meeting three (3) weeks after NTP.

Contractor will review its project plan, project schedule, status reporting plan,

Contractor staff, and problem escalation procedures.


Scope of Work of 40

Throughout the contract, the Contractor is required to abide by ISO 20000 standard for

IT service management.

Throughout project execution the Contractor is responsible for conducting weekly

status review meetings reporting on scope, schedule, resources, and quality, and risk

mitigation.

Contractor shall provide written weekly status reports. At the discretion of Airport, a

weekly teleconference will be conducted to review the emailed project status reports.

Contractor shall provide a project manager on-site from contract kick-off through

implementation and acceptance testing.

5.3 Project Closeout Requirements

Cleaning

1. The Contractor shall always keep the site free from accumulations of waste material

or rubbish caused by its employees or work. Remove all crates, cartons, and other

waste materials or trash from the working areas at the end of each working day.

Flammable waste material must be removed from the working areas at the time of

generation. All rubbish and debris, combustible or not, shall be discarded in covered

metal containers daily and removed from the premises at least weekly and legally

disposed. This task must be coordinated with the appropriate Airport personnel.

2. The Contractor shall be responsible for the general cleaning and maintenance of the

premises and for the coordination and direction of the cleanup work of its

employees.

3. The Contractor shall be responsible for the removal and for creating and

maintaining an inventory of all displaced equipment, which inventory Airport

personnel shall dispose of in a manner consistent with San Francisco

Administrativre Code § 21.03(j) and applicable federal authorities. In no event shall

Contractor assume possession of or dispose of any equipment, displaced or

otherwise.

Substantial Completion

Following completion of Endurance Testing, the Contractor shall prepare and issue a

Certificate of Substantial Completion, containing:

a. The date of substantial completion

b. A list of items to be completed or corrected by the Contractor (aka, the Punch

List)

c. The timeframe within which the Contractor shall complete or correct the work

of the above listed items

d. The time and date SFO will assume possession of the work or designated

portion thereof.


Scope of Work of 40

1. SFO personnel or their authorized agents will perform an inspection after receipt of

written certification. The substantially completed inspection shall include, but not

be limited to:

a. The project’s contracted work and any additional change orders

b. All equipment and systems tested and shown operational in the presence of the

SFO Project Manager

c. All documentation has been delivered, reviewed, and approved by SFO

personnel

d. All training has been conducted.

2. After the inspection SFO staff will prepare and submit to the Contractor, a list of

items to be completed or corrected, as determined by the inspection, along with the

designated timeframe for completion.

3. Should the SFO Project Manager consider the work to be not substantially

complete, SFO will immediately notify the Contractor, in writing, stating all

reasons. The Contractor shall complete the work, and then send a second written

notice to SFO staff certifying that the Project, or designated portion of the Project,

is substantially complete. SFO staff shall then re-inspect the work upon

Contractor’s request at a scheduled re-inspection time.

Final Inspection

1. The Contractor shall submit written certification that:

a. The Contract Documents have been reviewed

b. The Project had been inspected for compliance with the Contract Documents

c. The work has been completed in accordance with the Contract Documents

d. The equipment and systems have been tested during the substantial completion

and are shown operational in the presence of the SFO Project Manager

e. The Project is completed, and is ready for final inspection

2. When the SFO Project Manager considers the work is finally complete and in

accordance with the requirements of the Contract Documents, SFO staff shall

request the Contractor to provide Project Closeout submittals.

6.0 DISCOVERY/SYSTEM REQUIREMENTS VALIDATION

After Notice to Proceed (NTP), and concurrent with PMP development, the Contractor will meet

with SFO staff and conduct site surveys, and Airport interviews to refine the requirements

contained in the System Specification Document (SSD). Requirements validation includes, at a

minimum, the activities listed below.


Scope of Work of 40

6.1 General Requirements

Validate that the locations for system head end and servers for all four (4) platforms

have ample space and environmental conditions to support system servers.

Validate that the test environment is large enough to handle all test equipment, training

and test needs. Validate number of courses and number of staff to be trained.

Validate that the staging area is sufficient for system implementation needs.

Validate which airlines will be supported for all systems.

6.2 Information Display System (IDS)

Validate IDS display monitor counts that must be supported. Determine if there are

new display requirements beyond the existing displays (e.g. RIDS, RAIDS,

Wayfinding).

Determine location for IDS input/administrative workstations.

Determine interface requirements across AIIS or direct with other systems to include

audio paging system to support visual paging on IDS displays, Queue Management

System for queue wait times, AODB for flight information and resource allocations,

other applications for promotional material, wayfinding content, and other display

content.

Determine business rules, priorities and trumping rules for multiple sources of similar

data to determine what data is displayed.

Determine how airline agents will be able to control GIDS display content from a hold

room workstation to the hold room displays.

Determine how check-in agents will be able to control ticket counter displays.

Determine the requirements for any additional displays/devices, including, at a

minimum:

1. Any new RIDS hardware requirements

2. Any new displays in Car Rental Facility or garages

3. Any new displays in Air Train locations

4. Any new wayfinding displays/kiosks

5. Determine location and count of old devices that need to be replaced (e.g. XP or

NT DVCs)

6. Determine any existing devices that are incompatible with new IDS and need to be

replaced


Scope of Work of 40

In conjunction with SFO and existing survey data, determine all screen formats by

individual location and type.

Determine promotional material for display, sources of content, and schedules for

display in collaboration with SFO.

Determine any triggers or events that will require alerts to be sent to interfacing systems

or operations personnel in collaboration with SFO.

Validate that SFO LAN connectivity is available to support new locations.

Determine standard report and dashboard requirements for IDS.

6.3 System Requirements Review

Any clarifications/discrepancies related to system architecture, use cases, data

structures, functional requirements, phasing, integration, and/or reports found during

requirements validation shall be clarified and incorporated into an updated System

Specification Document (SSD). In addition, the Contractor will update the Hardware

Requirements Document and COTS Software License Requirements Documents

provided with its proposal. Contractor will conduct a System Requirements Review

(SRR) with the Airport prior to proceeding to system design phase.

7.0 SYSTEM DESIGN

After successful SRR, the Contractor will proceed with system design. The Contractor shall

develop the following design documentation:

System Design Document (SDD) - The SDD will describe the system architecture

(including architecture diagrams), functional capabilities, and all aspects of system

communications, system interfaces, system security, system software, system

hardware, system performance, system maintaintenace. Contractor is responsible for

coordinating with all SFO personnel, system vendors, and airlines required in order to

develop system interfaces to the IDS application.

Interface Control Document – An ICD will be developed to include detailed

descriptions of all the interfaces to each system. The ICD must include data exchanged,

mechanism for exchange and business rules for the interfaces.

Hardware and System Software Requirements Document – Contractor will reuse

existing displays and DVC’s for the new IDS system to be implemented. However,

some new hardware, in addition to the system servers, is required to meet all

requirements and sparing. The Contractor shall provide replacement DVCs for existing

XP/NT DVCs. The Contractor shall provide SFO with a bill of materials for required

hardware and COTS system software necessary for the IDS implementation. This will

be an update to the document provided in the Contractor’s proposal based on final

requirements and design activities.


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If the Contractor is providing an off-site hosted solution architecture, it must comply

with AICPA Trust Service Principles. The hosting facility must comply with TSP

Section 100, Trust Services Principles, Criteria, and Illustrations for Security,

Availability, Processing Integrity, Confidentiality, and Privacy. Contractor must

submit a SOC2/Type2 report prior to System Design Review.

Acceptance Test Plan (ATP) – An ATP will be developed which will include tests

allowing SFO to fully accept the IDS system. The test plan shall address the functional

requirements, system interfaces, system access and security requirements, system

admininstration functions, system performance, system monitoring and reporting

functions. The test plan shall identify test procedures, test steps, test sequences and

test acceptance criteria with a sign off area for each test by Airport representatives.

Training Plan – The Training Plan shall address types of training, course syllabuses,

number of classes of each type, and who is to be trained. The Contractor shall develop

a comprehensive training plan for all users of the IDS and system administrators. The

Training Plan will cover user training, system administration, display formatting,

display scheduling, system configuration and system maintenance. A schedule for the

delivery of all training courses accommodating staff shift requirements must be

included in the submittal.

Configuration Management Plan – Contractor shall develop a Configuration

Management Plan for tracking and controlling changes in the IDS software. It shall

cover procedures for revision control and the establishment of baselines. The

Confirguration Management Plan shall identify the following:

1. Configuration identification - Identifying configurations, configuration items and

baselines.

2. Configuration control - Implementing a controlled change process. This is usually

achieved by setting up a change control board whose primary function is to approve

or reject all change requests that are sent against any baseline.

3. Configuration status accounting - Recording and reporting all the necessary

information on the status of the development process.

4. Configuration auditing - Ensuring that configurations contain all their intended

parts and are sound with respect to their specifying documents, including

requirements, architectural specifications and user manuals.

5. Build management - Managing the process and tools used for builds.

6. Defect tracking - Making sure every defect has traceability back to the source.

Disaster Recovery Plan – The Contractor will document the process or set of

procedures to recover and protect the IDS system in the event of a disaster. It will

specify procedures to follow in the event of a disaster and actions to be taken before,

during and after a disaster. The primary objective is to protect the organization if all or

part of its operations and/or computer services are rendered unusable. The plan shall

minimize the disruption of operations and ensure that some level of organizational

https://en.wikipedia.org/wiki/Revision_control

https://en.wikipedia.org/wiki/Baseline_(configuration_management)


Scope of Work of 40

stability and an orderly recovery after a disaster will prevail. A disaster recovery plan

must answer at least three basic questions: (1) what is its objective and purpose, (2)

who are the people or teams responsible in the eveny any disruptions occur, and (3)

what will these people do (the procedures to be followed) when the disaster strikes.

System Transition/Cutover Plan – The IDS project must be implemented with no loss

of operations for the Airport. It isa critical that the Contractor provides a very detailed

transition plan to ensure a smooth cutover of the new IDS application. Contractor shall

deliver a Transition/Cutover Plan describing schedule for system implementation,

testing, Airport coordination activities and tasks for cutover to operational service. It

shall include implementation in the production environment and after successful

testing, data migration/Data Base loading, imaging of existing DVCs and any new

DVCs in the production environments. A schedule of activities for both Contractor and

Airport staff will be included. Dependencies between tasks will be included. The

Transition plan/Cutover must address the following:

1. Prerequisites to system cutover;

2. Site readiness criteria;

3. Notification plan and procedures to all involved in cutover process;

4. Responsibilities of all parties involved in cutover;

5. Schedule of step by step activities to migrate from old systems to the new ones;

6. Tasks and dependencies of all Contractor, airport and 3rd party responsibilities;

7. Measures to ensure there are no outages of existing system; and

8. Fall back process and procedures if cutover does not go smoothly.

Following completion of design and all required documents the Contractor shall

conduct a System Design Review (SDR) to obtain approval of the design and

deliverables. The Contractor shall not proceed with system build or implementation

until SFO approval of the design and submitted documentation is received in writing.

8.0 HARDWARE AND SOFTWARE PROCUREMENT

Following successful SDR, the Contractor will proceed with ordering all hardware and COTS

software required for systems implementation. Quantities must be documented in the Hardware

and Systems Software Requirements Document and approved by SFO.

9.0 SYSTEM INSTALLATION AND TEST

9.1 Installation and Test Overview

There are four (4) environments that must be installed and tested regardless of whether

servers are hosted on site or off premise. They are: (1) Test and Training Lab, (2)

Production Staging Environment, (3) Primary Production Environment, and (4)

Secondary Production Environment. The sequence of installation and test is as follows:


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1. Installation of Test and Training Lab Environment

2. Preliminary Acceptance Test in Test and Training Lab

3. Installation in Production Staging Environment (w/ sampling of all displays)

4. Validation Test in Production Staging Environment

5. Server Installation in the two (2) Production Environments

6. Validation Test of Production Environments

7. Cutover Readiness Review

8. System Cutover in accordance with Transition/Cutover Plan

9. Endurance Test

10. Final System Acceptance.

9.2 Test and Training Lab Environment Installation

The test and training lab will be used for system acceptance testing and training prior

to system implementation. Post cutover, the test lab will be used for testing software

fixes, new hardware, and/or new releases of software. Contractor is responsoble for

keeping the test lab must be kept current and operational throughout the life of the

project. The Airport will provide sufficient network connections to meet all test and

training requirements. Contractor shall install the IDS application in the test and

training environment. The server environment for the test and training lab will be in

the primary Data Center or Contractors hosting site. Workstations and displays will be

located in a training/testing room provided by the Airport. Displays to be used during

any testing will be co-located with training peripherals in the training lab. Contractor

shall complete test and training lab installation and IDS configuration in accordance

with the schedule agreed upon with the airport.

Contractor shall provide and implement, at a minimum, the following system

components within the test and training lab environment:

All System Head Ends/Servers

One System Admin/Monitoring Workstation

Ticket Counter Backwall Signage,

FIDS (1 quad LCD),

GIDS (1 backwall signage),

RIDS (1 LED),

RAID (1 single LCD),

CIDS (1 single LCD),

BIDS (1 single LCD),

Visual Paging Display,


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LED Array display,

Wayfinding Touch Screen

One touch screen display

One DVC of each type used in the IDS

Connectivity to other 3rd party systems and websites needed for full functional and

integration testing of the applications.

Contractor shall provide all required patch cables and attachment hardware as needed.

Any additional test and training lab environment requirements will have been

coordinated with the SFO Project Manager during system requirements validation.

The Contractor shall install all COTS software, application software, and any test data

in the test lab. Contractor will conduct a Test Readiness Review (TRR) to ensure

resources are available and everything is in place for initial acceptance testing.

9.3 Preliminary Acceptance Test – Test and Training Lab Environment

Using the Acceptance Test Plan approved at SDR, testing will be conducted in two

phases: Functional Testing, and System Testing.

Functional Testing will test all functional requirements and system interfaces from the

SDD and ICD. Upon successful completion of functional test, system tests will be

performed.

System Test includes the following:

1. System Security Requirements

2. System Administration Requirements

3. System Access and Privilege Requirements

4. System Failover and Recovery

5. System Performance Requirements.

Airport personnel will observe all testing and initial all tests that successfully pass.

Contractor will create a punch list of items that need correcting prior to further

implementation in other environments.

Following completion of testing, Contractor shall deliver a test report documenting test

activities and any issues found during testing. Airport will determine if system is ready

for implementation in the other environments and commencement of training.

9.4 Production Staging Environment Implementation

The purpose of the Production Staging Environment is to have a clean environment for

staging of new, fully tested releases or fixes of the IDS system and new hardware


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devices. All new releases and hardware will have been fully tested in the test lab prior

to being installed in the Production Staging Environment.

The Production Staging Environment will be an exact duplicate of the current

redundant production environment with respect to software releases, COTS software

and one each of each type of device and DVC used in the operational production

environment (except for redundant servers).

The servers for the Production Staging Environment will be in a server room provided

and designated by SFO or at the Contractor’s hosting site. All display devices will be

in another Airport location to conduct validation testing of all new releases and fixes.

Contractor will provide production equipment for the Production Staging Environment.

The Contractor will be responsible for installation of the IDS software after successful

completion of Acceptance Testing in the test environment.

9.5 Validation Test in Production Staging Environment

Following initial implementation of the Production Staging Environment a validation

test will be conducted to ensure the IDS application is accessible and working properly.

Enough tests should be executed to ensure:

1. All system interfaces are working properly.

2. All devices are accessible and working properly.

3. Basic functions of IDS are working properly.

It will not be necessary to test system administration, system performance, system

security, or system failover or recovery in the staging environment.

After successful validation testing of the Production Staging Environment, SFO will

give permission to move forward with production environments implementation per

the Transition/Cutover Plan.

After Full Operational Capability of the IDS system, any new releases, fixes, and new

hardware will be tested in the Production Staging Environment, after successful testing

in the test lab. Strict configuration management of this environment is required. The

only change to the environment will be that of the new release or fix to be tested.

Testing of the new capability and regression testing to ensure there are no impacts to

the production system will be performed. Once testing is approved, that will become

the new production environment configuration.

9.6 Server Implementation in Primary and Secondary Production Environments

The Contractor will provide production equipment and all COTS and application

software for the IDS in both the primary and secondary server rooms designated by

SFO or at the Contractor hosting site(s). The Contractor will be responsible for

installation of the IDS server hardware, COTS software and application software after

successful completion of Validation Testing in the Production Staging Environment.


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Production environment implementation will consist of all activities necessary for

systems operation except for device connectivity. At a minimum, this includes:

1. Servers

2. COTS Software

3. Application Software

4. Network VLAN configuration

5. System Monitoring Workstations

6. System Administration Workstations

7. New Display installation

8. Other System and Website Connections.

9.7 Validation Test in Production Environments

Following implementation of the production environments a validation test will be

conducted by Contractor to ensure the IDS application is accessible and working

properly. Tests will be executed to ensure the following:

1. All interfacing systems are reachable.

2. System Failover and Recovery Tests pass.

3. System monitoring functions are reporting based upon the outlined parameters in

the system specification.

4. System administration functions are functioning based upon the outlined

parameters in the system specification.

9.8 Cutover Readiness Review

Following successful validation testing in the production environments Contractor will

conduct a Cutover Readiness Review (CRR). At the CRR SFO will review acceptance

test reports, all validation tests, punch list of any software defects, and confirm that

training has been conducted and no major issues will prevent system cutover. The

Airport will review the Transition/Cutover plan and determine whether (1) all resources

are available, (2) all stakeholders are prepared for cutover to commence, (3) all training

has been completed and (4) all actions necessary to transition from the old systems to

the new have been completed. Review of the fallback procedures for IDS and devices

will be conducted to ensure no loss of operational capability should any issues occur

during cutover.

9.9 System Cutover

Upon Airport approval of the CRR Contractor will commence cutover to the new IDS

system. All data migration from old system to new system will be implemented. All

DVCs will be imaged. As displays are cutover each evening, per the planned schedule,

Contractor shall perform basic functional tests. Upon successful completion of system


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cutover, Preliminary System Acceptance and Initial Operating Capability will be

granted and the Airport will begin beneficial use of the new IDS system.

9.10 Endurance Test

Following System Cutover, the system will undergo endurance testing for a period of

60 days. During this period, the Contractor shall provide on-site personnel to support

systems operation from 4am to 1am each day for the full 60 days, including weekends

and holidays, of endurance testing.

The Contractor shall monitor the IDS during endurance testing in conjunction with

SFO.

The Contractor shall record incident data and performance metrics to provide a

continuous log of system performance. The log shall include:

1. date and time for all entries;

2. name of individual making entry;

3. environmental conditions;

4. activities in process;

5. description of all classification of alarms, responses, corrective actions, and causes

of alarms;

6. description of all equipment failures;

7. description of all software errors;

8. description of all maintenance and adjustment operations performed on system;

9. daily and weekly tabulations; and

10. daily entries of performance data shall be reviewed by the SFO Project Manager’s

representative designated to observe monitoring of system.

The SFO Project Manager may terminate endurance testing at any time the system fails

to perform as specified. Upon termination of endurance test period, the Contractor

shall commence a corrective period, identify all failures, determine causes, and resolve

all issues. The Contractor shall submit a report explaining the nature of each failure,

corrective action taken, results of tests performed, and recommended point for

resumption of endurance testing.

After submission of the report referenced above, SFO will schedule a review. At the

review meeting, the Contractor shall demonstrate through verification tests that all

failures have been corrected.

Based on the report and review meeting, the SFO Project Manager will approve

resumption of the endurance test.


Scope of Work of 40

9.11 Final System Acceptance

System must run for sixty (60) contiguous days without major outages or loss of

functionality due to IDS software, hardware or other direct Contractor responsibilities.

A major outage is defined as failures or problems which affect the overall safety,

security, or operation of the Airport. The failure of a system interface resulting in the

loss of functionality of the IDS would be an example of a major failure. After endurance

testing is complete, tabulated records will be reviewed with the SFO Project Manager.

Following the endurance test, Contractor will conduct a post-test reassessment

workshop. All operational anomalies, system interfaces or system performance issues

will be discussed and a plan and schedule for resolution will be developed. Final system

acceptance will occur no earlier than sixty (60) days post completion of system cutover.

To obtain final acceptance the following tasks must be completed:

1. all punch list items from endurance testing completed;

2. resolution of post cutover issues completed;

3. all documentation delivered;

4. all training is complete; and

5. all Software Licenses have been delivered.

10.0 EXPANSION/PROFESSIONAL SERVICES

Following Final System Acceptance, the Contractor shall provide professional services to SFO

upon request. The activities planned for this technical support include but are not limited to:

1. IDS system application enhancements;

1. IDS application implementation in other locations at the Airport;

2. Additional training;;

3. Display format creation, content management, and display scheduling;

4. Additional Display implementation and/or integration with the IDS in new

locations (e.g. T1); and

5. Further IDS application integration with AIIS. The Contractor shall provide

professional services to develop direct data and service integration within the

Airport’s enterprise domain data structure.

Staffing levels will be agreed upon based on the scope of activities to be determined following

IOC.

11.0 TESTING

Testing will be conducted at several points in the implementation process as defined in the previous

section. This section covers testing in a general context for all test activities.


Scope of Work of 40

11.1 Test Activities

The Contractor's Quality Assurance organization shall review all formal test procedures

prepared by the Contractor and deliverable under the contract to assure the tests cover

all requirements and that there is conformity between the conducted test, the test results

and specification requirements

Documentation verification shall be part of the test. Where documentation is not in

accordance with the installed system, the system shall not be considered accepted until

the system and documentation correlate.

The Contractor is responsible for conducting end to end testing between IDS

application and all systems providing/receiving IDS data. For example, AODB makes

flight data available on the AIIS and IDS uses that data. Even though the systems are

not directly connected, the IDS contractor must conduct end to end testing to verify

IDS is able to access the data it requires from AODB.

The Contractor shall cooperate with and provide SFO representative(s) the

opportunity(s) to participate in any or all the tests.

Test Reports: The Contractor shall prepare, for each test, a test report document that

shall certify successful completion of that test. The test report shall be submitted to the

SFO Project Manager in electronic format for review and acceptance within seven (7)

days following each test. At a minimum, the test report shall contain:

1. commentary on test results;

2. a listing and discussion of all discrepancies between expected and actual results,

and of all failures encountered during the test and their resolution;

3. a complete copy of test procedures and test data sheets with annotations showing

dates, times, initials, and any other annotations entered during execution of the test;

and

4. signatures of all persons who performed and witnessed the test.

Test Resolution: Any discrepancies or problems discovered during these tests shall

be corrected by the Contractor at no additional cost to the project. The problems

identified in each test shall be corrected and the amount of the entire system to be re-

tested determined by the SFO Project Manager, before moving on to the next phase of

implementation.

12.0 TRAINING

12.1 Training Overview

The Contractor shall fully instruct the SFO designated staff and support contractors in

the operation, administration and maintenance of all products, and equipment by means

of training classes augmented by individual instruction as necessary. The Contractor


Scope of Work of 40

shall be required to provide all training aids, e.g., notebooks, manuals. The Contractor

shall keep a log of all personnel receiving and completing training and note the type of

training received.

All training shall be completed a minimum of two weeks prior to system cutover.

Training schedule shall be subject to the SFO Project Manager’s approval and must be

flexible so as to accommodate Airport operations and shift operations. Each class must

be offered at least once during each shift to accommodate all shift personnel.

Training shall be conducted by experienced personnel and supported by training aids.

The Contractor shall provide an adequate number and amount of training material. The

following is considered a minimum:

1. functional flow-charts, overall block diagrams, and descriptive material for all

software;

2. schematic drawings for each of the hardware components;

3. all procedure manuals, specification manuals, and operating manuals; and

4. as-built drawings.

Participants shall receive individual copies of technical manuals and pertinent

documentation at the time the course is conducted. The courses shall be scheduled

such that SFO and other relevant personnel can participate in all courses (no overlap).

A final course schedule and syllabus shall be prepared by the Contractor for each course

to be conducted for SFO personnel, and submitted for review at least four (4) weeks

prior to the scheduled date of the course commencement.

The selected Contractor shall conduct the required training at times and locations

coordinated by the Airport. The class schedules must accommodate shift schedules of

SFO personnel and must be approved in advance. If twenty (20) days or more elapses

between training and system cutover, Contractor must provide retraining of those

involved.

Each course outline shall include, in addition to the subject matter, a short review of

the prerequisite subjects (where appropriate); how this course fits into the overall

training program; the objective; the standards of evaluation; and any other topics that

will enhance the training environment.

The contractor shall provide a video recording of each course provided to SFO. A USB

storage device with all course materials shall be provided to the Airport for use in future

training.

Contractor shall offer additional/refresher training sessions on new releases as part of

the warranty/maintenance fee throughout the warranty period.

12.2 Types of Training


Scope of Work of 40

The training shall include, but not be limited to, the following groupings of staff:

1. user training;

2. technician/maintenance training; and

3. system administration and monitoring.

At least three courses of each type of training shall be offered at times to accommodate

SFO and Airline shift schedules (i.e., days, swings and nights). Each class will be able

to accommodate 15 students.

User Training: System users shall be instructed in all aspects of operations of the

system. At a minimum, user training must include display formatting, display

scheduling, visual paging operations, content creation & management, and content

scheduling. User training must include airline agent training for controlling displays

at gates and check-in counters. User training shall be conducted in the training lab. For

IDS, user training will also include two (2) weeks of on-the-job training following IOC.

SFO staff will be supervised by Contractor personnel experienced in the use and

operation of the system.

Technician Training: Maintenance training shall be provided. Training for maintenance

technicians shall be provided on site, and shall include, but not be limited to,

installation, operation, renovation, alteration, inspection, preventive maintenance, and

maintenance service on the system and hardware components, so as to enable

troubleshooting and repair to the module, assembly or board level. This class will

provide an in-depth trouble diagnostic tutorial with a trouble-shooting flow chart.

System Administration and Monitoring Training: The Contractor shall provide training

for Airport staff or Airport contractor system administrators. This training shall cover

all IDS system administration and monitoring functions; provide an overview of the

complete system structure including hardware, software and networks; and describe all

functions and applications needed to perform system administration. At a minimum,

system administrators must be able to:

1. monitor system operations;

2. access system logs containing warnings and error notifications;

3. run audit and system health statistics and print reports;

4. understand user roles and user account configuration and management;

5. manage and configure IDS software;

6. conduct configuration management of IDS software and COTS software; and.

7. develop, add, edit, and configure user profiles, reports and dashboards.

System Administrator Training shall include both classroom work and on the job

training.


Scope of Work of 40

1. Classroom Training: The Contractor shall structure the course to describe all

systems, software and applications and support programs. This course shall include

a functional overview of the complete software system. The course material must

be presented in depth with the instructor covering detailed design, and structure. In

addition to system administration functions training will include Rule Base editing

for IDS, adding displays to IDS, creating and scheduling display formats in IDS

and any other data base maintenance activities not performed in day to day

operations.

2. On-the-Job Training: An additional two (2) weeks of on-the-job training shall be

provided. On-the-job training of the designated SFO personnel shall commence no

later than two weeks following IOC. The Contractor shall provide SFO specified

trainees with daily job supervision and direction by a Contractor Engineer. The

Contractor shall answer all questions regarding the operation, administration, and

monitoring of the system software and equipment.

13.0 SUBMITTALS AND DOCUMENTATION

The work under this section shall include all labor and materials necessary to complete the writing,

editing, assembling, packaging and delivery of product and system documentation, and training

manuals in accordance with the requirements of this scope of work. All documentation must be

provided in paper and electronic media.

13.1 Submittal Media Requirements

All documentation (text, graphics, illustrations, etc.) shall be delivered in both

electronic and hardcopy formats. The documentation shall be produced in MS Office

format as well as Adobe .PDF files. The electronic documentation shall be delivered

such that the document "reads" as though the document were in printed form.

13.2 Submittal Quantities

One (1) electronic version and one hard copy version of all submittals will be delivered

with the exception of training manuals. One (1) hard copy training manual per student

will be delivered.

13.3 Submittals

Submittal Log: The Contractor shall create and maintain a log which lists all major

submittal items including descriptions of items, dates submitted, response dates and

status of submittals.

Contractor Contacts: The Contractor shall submit company contact information two

weeks after NTP including:

1. organizational chart as applicable to this project; and

2. project management and technical staff names, emails and cell phone contact

information.


Scope of Work of 40

Project Management Documentation: Project Management Plan two weeks after NTP.

Weekly Status Reports from kickoff through final acceptance.

System Specification Document: Contractor shall deliver an updated System

Specification Document after conducting site surveys and validating system

requirements with the Airport.

Hardware and System Software Requirements Documents: The Contractor shall

provide SFO with a set of required hardware and system software necessary for the

IDS installation for procurement and installation in the Airport. This will be an update

to the lists provided in Contractor’s proposal based on final requirements and design

activities. For each type of product required for the IDS, the Contractor shall provide

all minimum and recommended requirements, including features, performance, and

sizing requirements.

System Design Document (SDD): The Contractor shall deliver an initial System

Design Document after a successful SRR. A final SDD will be delivered after

Configuration Workshops are completed. SDD must include IDS display formats,

business rules, display schedules, and documentation of security architecture and

measures to comply with security requirements.

Interface Control Document (ICD): Contractor shall deliver an Interface Control

Document describing all the interfaces to the system integrated during that phase. ICD

should contain a description of each system interface. Each interface description shall

include the purpose of the interface, a mapping of functional requirements in the SSD

that the interface helps meet, data elements exchanged, and the business rules that

govern the exchange of information. The business rules shall cover formatting,

sequencing, error detection, commands, performance characteristics, and workflows

(normal, alternate and exceptional), performance requirements and availability

requirements. Triggers for data exchange must be identified. Although some systems

may communicate using AIIS, and not directly interface, the description of how that

end to end communication is accomplished is required.

Acceptance Test Plan: The Contractor shall create and submit for approval an IDS

Acceptance Test Plan. The test plan shall address the functional requirements, system

access and security requirements, system admin functions, system performance, system

monitoring and reporting functions, and cover each user’s ability to use the IDS with

full functionality.

Test Plan shall include a traceability matrix referencing specification requirements in

the SSD to specific tests/test procedures.

Test Format: At a minimum, each test will detail the following:

1. test objective;

2. traceability matrix referencing specification requirements in the SSD the test

addresses;


Scope of Work of 40

3. step by step functional procedures;

4. any test equipment needed for the test, which equipment shall be identified by

manufacturer and model, and whichinterconnection of test equipment and steps of

operation shall be defined;

5. expected test results required to comply with specifications;

6. record of test results with witness initials or signature and date performed;

7. pass or fail evaluation with comments; and

8. test procedures shall provide conformity to all specification requirements.

Satisfactory completion of the test procedure is necessary as a condition of system

acceptance.

Acceptance Test Reports

1. Test result reports for test environment, training environment and production

environment tests conducted will be delivered to Airport.

2. Acceptance test records will be created and submitted by the Contractor and will

document the system performance and any malfunctions. A punch list of items to

be corrected will be included. The causes of malfunctions and failed tests shall be

corrected prior to final acceptance.

3. The final test records shall be submitted once all faults are corrected and the system

passes all tests. The final test records shall include passed tests with initials by the

airport representative(s) monitoring the test.

Punch List – Contractor shall provie a ist of items from test report that need remediation

prior to acceptance.

Transition/Cutover Plan: Contractor shall deliver a Transition/Cutover Plan describing

schedule for implementation, and Airport coordination activities and tasks for cutover

to operational service. It shall include implementation in the production environments

and subsequent to testing server infrastructure, data migration/Data Base loading of the

live IDS, and transition of staff operations from old to new system operations. The IDS

project must be implemented with no loss of operations for the Airport. It is critical that

the transition plan be extremely detailed to ensure a smooth cutover to the new

applications. At a minimum, Transition/Cutover plan shall include the following:

1. Prerequisites to System Cutover.

2. Site readiness criteria.

3. Notification plan and procedures to all involved in cutover process.

4. Responsibilities of all parties involved in cutover.

5. Measures to ensure there are no outages of existing system.

6. Fall back process and procedures if cutover does not go smoothly.

7. WBS structure at the task level:


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Task descriptions of each discrete activity shall include the following for each task:

a. WBS number

b. Narrative description

c. Planned start date

d. Duration

e. Planned resources (staff, lab, etc.)

f. Dependencies (including dependencies upon other tasks, airport, and 3rd

party tasks)

g. Cutover schedule in GANTT format showing dependencies and critical path,

including a schedule of activities for Contractor, 3rd parties and Airport staff..

Training Plan and Syllabus: Contractor shall submit a training plan with course syllabus

and training schedule to accommodate Airport staff schedules.

Training Manuals: The Contractor shall submit training manuals and course material

as indicated in the training section of this document.

System Documentation: The Contractor shall submit User Manuals, System

Administration Manuals, Operations Manuals and Maintenance Manuals and System

Customization Guide for user configurable items.

Software Licenses:

1. The Contractor shall provide software licenses for each type of COTS provided by

the Contractor for the project. The software licenses shall be suitable for the

quantities of users and equipment defined for the project.

2. The Contractor shall provide application software licenses for the IDS contract. All

licenses shall be issued to SFO. They shall be site wide and perpetual licenses.

Disaster Recovery Plan.

System Configuration Management Plan.

Product Cut Sheets.

As-Built Documentation.

The Contractor shall be responsible for documenting all display locations which are

surveyed in the initial requirements confirmation task. This documentation shall be

submitted in a .dwg format, along with .pdf. The file shall also be importable into the

Airport’s ESRI Geographic Information System.

Quality of Service Reports (during operations).

Trouble Call Lists/Response Escalation Plan.


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Recommended Maintenance Schedule.

Backup Copy of Software Source Code.

Project Close-Out Memo.

13.4 Submittal Schedule

The following table depicts required delivery schedule of all submittals.

Table 2 Submittal Delivery Schedule

Submittal Due Date

Project Management Plan 2 weeks after NTP

Project Status Reports weekly

Submittal Log 2 weeks after NTP

Contractor Contacts 2 weeks after NTP

Updated System Specification Document 2 weeks prior to SRR

Updated Hardware and COTS Software Requirements

Document 2 weeks prior to SRR

System Design Document 2 weeks prior to SDR

Interface Control Document 2 weeks prior to SDR

Acceptance Test Plan and Procedures 2 weeks prior to SDR

Training Plan and Syllabus 2 weeks prior to SDR

Transition/Cutover Plan 2 weeks prior to SDR

Acceptance Test Report 1 week following each test activity

Punch List 1 week following each test activity

Training Manuals 1 week prior to training

System Documentation 1 week prior to CRR

Software Licenses IOC

Disaster Recovery Plan 2 weeks prior to SDR

Configuration Management Plan 2 weeks prior to SDR

Product Cut Sheets IOC

As-Built Drawings IOC

Trouble Call Lists 2 weeks prior to CRR

Monthly QOS Reports Monthly during O&M

Recommended Maintenance Schedule IOC

Backup copy of Software Source Code IOC

Close Out Memo 1 week following Final System

Acceptance


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14.0 WARRANTY/MAINTENANCE SERVICES

The Contractor shall provide five (5) years of warranty and maintenance on all software, hardware

and labor installed as a part of the IDS Contractor scope. The five (5) year Warranty Period shall

start upon the "Date of Final System Acceptance." The date upon which the Airport received

beneficial use of any or all portions of the IDS shall not trigger the Warranty Period. The Warranty

Period shall not commence until the entire IDS has been accepted by the Airport through Final

System Acceptance procedures. Warranty includes all products supplied as part of Contractor

solution. It includes all product upgrades and new releases at no additional cost over the five (5)

years. For system fixes, no additional costs will be incurred by SFO for Contractor restoring system

to normal operations. Warranty service and repair work shall be performed by personnel who have

been trained, certified, and experienced in the operation and maintenance of the installed system.

The IDS Contractor shall be responsible for all software and hosting hardware (servers) patches

and updates. A list of all patches and updates, with vendor recommendations, shall be submitted

to the Airport for review and approval prior to installation. All updates must be tested and

approved, prior to installation, within the IDS testing and production staging environments. To

avoid interruptions in service, all successfully tested patches must be scheduled for installation

through the Airport’s change management process. Within thirty (30) days of this contract, the

vendor shall develop a written proposal for a standardized test and implementation plan to test,

validate and implement vendor patches. SFO shall review the proposed test plan within fifteen

(15) days of receipt and either approve the plan or work with the vendor to modify the

proposal. When approved, the vendor will use the approved plan to deploy the patches. Critical

and security patches shall be deployed on a monthly basis. Patches which are required to protect

the systems from an imminent risk shall be reviewed and deployed on an expedited basis. The

IDS Contractor shall provide the Airport with a monthly list of vendor recommended patches and

their criticality. All patches and updates which are not considered critical or security related shall

be reviewed and applied to the system as soon as possible, but no later than 90 days after

release. The application of critical or security related patches will be prioritized above all other

updates.

14.1 1st Level Maintenance

1st level maintenance will be performed by the chosen SFO Support Contractor (SC)

and the Airport Tech Shop not the IDS contractor. SC functions include answering

trouble calls regarding the IDS and creating trouble tickets. If not resolved by the SC,

they will call the IDS Contractor help desk if it appears to be a software problem. The

SC will monitor and receive system alerts. The Airport Tech Shop will pull and replace

faulty display and DVC hardware, perform preventive maintenance as required and

order replacement parts.

14.2 2nd Level Maintenance

2nd level maintenance will be performed by the IDS Contractor. The cost for 2nd level

maintenance is to be included in software and hardware line items.

When 1st level maintenance has failed to resolve an issue and requires software

support, Contractor shall attemtp to diagnose and repair the problem remotely.


Scope of Work of 40

Contractor shall be available 24x7 for handling trouble calls. Trouble calls shall fall

within two categories:

1. Minor Failures: these are defined as failures or problems which do not affect the

overall safety, security, or operation of the Airport. For example, the loss of a

display would usually be considered a minor failure.

2. Major Failure: these are defined as failures or problems which do affect the overall

safety, security, or operation of the Airport. The failure of a system interface

resulting in the loss of functionality of the IDS would be example of a major failure

requiring immediate remedy.

Minor Failures: The Contractor shall diagnose and remedy the problem during normal

working hours of the next day. The initial resolution shall be during the morning of

the next day if the problem report is received before noon of the previous day, or by

the afternoon the next day if received before close of business the prior day. Normal

business hours are defined as 8 AM to 5 PM, seven days a week, 365 days a year.

Major Failures: If the Contractor cannot resolve the problem within four (4) hours

remotely, the Contractor must respond on-site to major failure calls within twelve (12)

hours of the initial call to diagnose and remedy the problem. All major failure repairs

must be completed prior to the technician leaving the site.

Escalation: If a major failure is not resolved within 4 hours, the Contractor must notify

SFO management personnel verbally and in writing and provide status reports every 2

hours until the issue is resolved.

14.3 Software Maintenance

The Contractor shall provide IDS software maintenance support during the fuul five

year warranty period.

The Contractor shall correct all known software bugs reported by 1st level

maintenance. The Contractor will implement a Software Problem/Change Request

(SPCR) process for reporting and correcting software issues.

The Contractor shall maintain all application software, COTS software and firmware

at its most current release following system acceptance. This applies to all software

products supplied by the Contractor.

Software updates may be scheduled with SFO ITT ahead of time, and must follow the

approved SFO ITT change management process. If updates are downloaded, Airport

must be advised with two (2) weeks advance notice that a new software release is

available, and that notice must outline in writing all of the enhancements, fixes, and

remaining known problems. Airport may elect not to load one or more releases, and

this shall not void the software support warranty.

Security patches and other patches which effect stability and security of the IDS

environment must be implemented within thirty (30) days of release. However, patches


Scope of Work of 40

which are required to protect the systems from an imminent risk shall be reviewed and

deployed on an expedited basis, i.e. immediately.

The test lab may be used for debugging and testing fixes to issues. After successful test

in the test lab all software will be loaded and tested in the Production Staging

Environment. Functional and regression tests will be run to ensure no negative impacts

to other aspects of the system will occur.

The Contractor will maintain configuration management of all software currently in

production environment at all times. This includes application and COTS software CM.