11211.45
AIRPORT INFORMATION DISPLAY SYSTEM
EXHIBIT F
SCOPE OF WORK
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Scope of Work Page 2 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
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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
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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.
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Acronym Full Phrase Brief Description
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.
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Acronym Full Phrase Brief Description
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.
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Acronym Full Phrase Brief Description
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.
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Acronym Full Phrase Brief Description
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
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Acronym Full Phrase Brief Description
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.
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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.
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The diagram below depicts the reporting structure of these parties and their primary
responsibilities.
Figure 1 Future Organization Chart
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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
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ROLES AND RESPONSIBILITIES
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
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ROLES AND RESPONSIBILITIES
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
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ROLES AND RESPONSIBILITIES
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
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ROLES AND RESPONSIBILITIES
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
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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.
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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.
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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.
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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
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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
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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.
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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.
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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
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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
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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.
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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.
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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;
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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.
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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
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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.
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