OIT VCS IT Support Contract v1 Performance Work Statement draft

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology
Product Delivery Service (PDS)
Corporate Portfolio Service
Acquisition and Property Management Product Line (APM PL)

Veterans Canteen Service (VCS) IT Support Services

Date: September 16, 2026

<VA-XX-XXXXXXXX>

PWS Version Number: 0.1

TOC \o "1-4" \h \z \u 1.0BACKGROUND PAGEREF _Toc240441383 \h 4

2.0APPLICABLE DOCUMENTS PAGEREF _Toc240441384 \h 6

3.0SCOPE OF WORK PAGEREF _Toc240441385 \h 9

4.0PERFORMANCE DETAILS PAGEREF _Toc240441386 \h 12

4.1PERFORMANCE PERIOD PAGEREF _Toc240441387 \h 12

4.2PLACE OF PERFORMANCE PAGEREF _Toc240441388 \h 13

4.3TRAVEL PAGEREF _Toc240441389 \h 13

5.0SPECIFIC TASKS AND DELIVERABLES PAGEREF _Toc240441390 \h 13

5.1PROJECT MANAGEMENT PAGEREF _Toc240441391 \h 13

5.1.1CONTRACTOR PROJECT MANAGEMENT PLAN PAGEREF _Toc240441392 \h 13

5.1.2REPORTING REQUIREMENTS PAGEREF _Toc240441393 \h 14

5.1.3ONBOARDING AND OFFBOARDING PAGEREF _Toc240441394 \h 15

5.1.4MANDATORY TRAINING PAGEREF _Toc240441395 \h 15

5.1.5TECHNICAL PROFICIENCY/KEY PERSONNEL PAGEREF _Toc240441396 \h 16

5.1.6COORDINATION AND COOPERATION PAGEREF _Toc240441397 \h 17

5.1.7SCOPING ADDITIONAL EFFORTS PAGEREF _Toc240441398 \h 18

5.1.8TRANSITION IN PAGEREF _Toc240441399 \h 19

5.2SUSTAINMENT, OPERATIONS, AND MAINTENANCE SUPPORT PAGEREF _Toc240441400 \h 19

5.2.1METHODOLOGY AND WORKING PRINCIPLES PAGEREF _Toc240441401 \h 21

5.2.2BACKLOG AND SPRINT MANAGEMENT PAGEREF _Toc240441402 \h 22

5.2.3HUMAN CENTERED DESIGN PAGEREF _Toc240441403 \h 23

5.2.4CONTINUOUS IMPROVEMENT PAGEREF _Toc240441404 \h 24

5.2.5CONFIGURATION, CHANGE, AND RELEASE MANAGEMENT PAGEREF _Toc240441405 \h 25

5.2.6CONTINUOUS INTEGRATION/CONTINUOUS DELIVERY (CI/CD) PAGEREF _Toc240441406 \h 25

5.2.7SECTION 508 COMPLIANCE PAGEREF _Toc240441407 \h 26

5.2.8TESTING AND DEFECT RESOLUTION PAGEREF _Toc240441408 \h 26

5.2.9CYBERSECURITY SERVICES PAGEREF _Toc240441409 \h 27

5.2.10PRODUCT DOCUMENTATION PAGEREF _Toc240441410 \h 30

5.2.11TRAINING PAGEREF _Toc240441411 \h 31

5.2.12OPERATIONS AND MAINTENANCE PAGEREF _Toc240441412 \h 31

5.2.13PERFORMANCE MONITORING AND ALERTING PAGEREF _Toc240441413 \h 33

5.2.14INCIDENT MANAGEMENT PAGEREF _Toc240441414 \h 35

5.2.15TIER 2 AND 3 SUPPORT SERVICES PAGEREF _Toc240441415 \h 36

5.3PROGRAM AND PROJECT MANAGEMENT SUPPORT PAGEREF _Toc240441416 \h 37

5.3.1ROADMAPPING & PROGRAM INCREMENT MANAGEMENT PAGEREF _Toc240441417 \h 37

5.3.2PROGRAM AND PROJECT PLANNING PAGEREF _Toc240441418 \h 38

5.3.3RISK AND ISSUE MANAGEMENT PAGEREF _Toc240441419 \h 38