Contract Number: 4400014660 Original Contract Effective Date: 05/20/2015 … Original Contract Effective Date: 05/20/2015 Valid From: 10/01/2015 To: 06/30/2021 Supplier Name: OST INC

All using Agencies of the Commonwealth, Participating Political

Subdivision, Authorities, Private Colleges and Universities

FULLY EXECUTEDContract Number: 4400014660

Original Contract Effective Date: 05/20/2015 Valid From: 10/01/2015 To: 12/31/2021

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Your SAP Vendor Number with us: 425571

Supplier Name/Address: OST INC 2101 L ST NW STE 800 WASHINGTON DC 20037-1657 US

Supplier Phone Number: 202-466-8099

Supplier Fax Number: 202-466-8117

Please Deliver To:

To be determined at the time of the Purchase Order unless specified below.

Purchasing AgentName: Price Christopher

Phone: 717-346-8188

Fax: 717-783-6241

Payment Terms NET 45 DAYS

Solicitation No.: Issuance Date:

Supplier Bid or Proposal No. (if applicable): Solicitation Submission Date:

Contract Name:IT Staff Augmentation Services

Information:

Item Material/ServiceDesc

Qty UOM Price PerUnit

Total

1 Temporary IT Staffing Services 0.000 Hour 0.00 1 0.00

--------------------------------------------------------------------------------------------------------------------------------------------------------2 Travel, Food & Lodging 0.000 Each 0.00 1 0.00

--------------------------------------------------------------------------------------------------------------------------------------------------------General Requirements for all Items:

This contract is comprised of: The above referenced Solicitation, the Supplier's Bid or Proposal, and any documents attachedto this Contract or incorporated by reference.

Supplier's Signature _________________________________

Printed Name _________________________________

Title ____________________________________

Date _____________________

Integrated Environment Systems Form Name: ZM_SFRM_STD_MMCOSRM_L, Version 1.0, Created on 06/27/2006, Last changed on 03/29/2005.



Supplier Name:OST INC

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Information:

Header Text

3.12.2021 jcb - The Commonwealth has exercised the 6 month option to extend the contract. The contract is

now valid through 12.31.2021.

7.2.2020 jcb - The Commonwealth has approved a sole source extension of contract 4400014660 from 1.1.2021

through 6.30.2021 with an optional 6 month renewal through 12.31.2021. The extension was approved to allow

for the award of a new contract through a RFP solicitation process, which is currently in progress. The

terms and conditions and pricing included in this sole source have no changed, therefore will be pursuant to

the terms and pricing of contract 440014660.

3.5.2020 jcb - The Commonwealth has exercised the 3 month option to extend the contract. The contract is now

valid through 12.31.2020.

The Contractor is OST, Inc.

This Contract shall be used for short term engagements for IT staffing resources.

The term of the Contract will commence on October 1, 2015 and will end on September 30, 2017. The

Commonwealth may renew the Contract for up to an additional three (3) years. Renewal terms may be executed

in single or multiple year terms.

The Contractor’s vendor management system ("VMS"), PeopleFluent, shall be used to request resources, developrequirements, monitor and approve timesheets, and run reports.

This Contract has a fixed rate card. Please refer to the MSCC/MDM catalog for the latest rates.

COSTARS members and public procurement units (“piggybacking”) are permitted through this Contract.

No further information for this Contract






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Please Deliver To:

To be determined at the time of the Purchase Order unless specified below.

Purchasing AgentName: Price Christopher

Phone: 717-346-8188

Fax: 717-783-6241





Information:



Total






Printed Name _________________________________

Title ____________________________________

Date _____________________





Page 2 of 2

Information:

Header Text

7.2.2020 jcb - The Commonwealth has approved a sole source extension of contract 4400014660 from 1.1.2021

through 6.30.2021 with an optional 6 month renewal through 12.31.2021. The extension was approved to allow

for the award of a new contract through a RFP solicitation process, which is currently in progress. The

terms and conditions and pricing included in this sole source have no changed, therefore will be pursuant to

the terms and pricing of contract 440014660.

















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Please Deliver To:

To be determined atthe time of the Purchase Order unless specified below.

Purchasing AgentName: Millovich Joseph

Phone: 717-214-3434

Fax: 717-783-6241





Information:



Total






Printed Name _________________________________

Title ____________________________________

Date _____________________





Page 2 of 2

Information:

Header Text

















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Please Deliver To:



Phone: 717-214-3434

Fax: 717-783-6241





Information:



Total






Printed Name _________________________________

Title ____________________________________

Date _____________________





Page 2 of 2

Information:

Header Text















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Please Deliver To:



Phone: 717-214-3434

Fax: 717-783-6241





Information:



Total






Printed Name _________________________________

Title ____________________________________

Date _____________________





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Information:

Header Text






The Contractor’s vendor management system ("VMS"), PeopleFluent, shall be used to request resources, develop

requirements, monitor and approve timesheets, and run reports.








Contract Effective Date: 05/20/2015 Valid From: 10/01/2015 To: 09/30/2017

Page 1 of 2





Please Deliver To:



Phone: 717-214-3434

Fax: 717-783-6241





Information:



Total






Printed Name _________________________________

Title ____________________________________

Date _____________________



Contract Effective Date: 05/20/2015 Valid From: 10/01/2015 To: 09/30/2017


Page 2 of 2

Information:

Header Text



The term of the Contract will commence on October 1, 2015 and will end on September 30, 2017. The Commonwealth may renew the

Contract for up to an additional three (3) years. Renewal terms may be executed in single or multiple year terms.

The Contractor’s vendor management system ("VMS"), PeopleFluent, shall be used to request resources, develop requirements, monitor

and approve timesheets, and run reports.





Submitted to:

Attn:

Bureau of IT Procurement, c/o Commonwealth Mail Processing Center, 2 Technology Park (rear), Harrisburg, PA 17110

IT Procurement 506 Finance, and Joseph M. [email protected]

Due Date: 30 October 2014

OST, Inc 2101 L Street NW Suite 800 Washington, DC 20037 www.ostglobal.com Voice: (202) 466-8099 Fax: (202) 466-8117 Each individual sheet within this document is considered proprietary and may not be distributed to others outside of the proposal process.

Request for Proposal

Commonwealth of Pennsylvania Proposal for IT Staff Augmentation ServicesSolicitation Number: 6100030999

Volume III - Participation Submittal

ORIGINAL

Commonwealth of Pennsylvania

Proposal for IT Staff Augmentation Services

RFP Number 6100030999

Technical Submittal

Page ii A redacted version of this proposal has been provided for required public disclosure purposes.

TABLE OF CONTENTS

Cross Reference Matrix ........................................................................................................................... vi Executive Summary ................................................................................................................................. xi Technical Submittal ...................................................................................................................................1

1.1 Statement of the Problem (Part II, Section II-1) ...........................................................................1 1.2 Management Summary (Part II, Section II-2) ..............................................................................3

1.2.1 Narrative Description of the Proposed Effort ....................................................................... 3 1.2.2 OST’s Management Capability and Experience ................................................................... 4

1.2.2.1 Balanced Scorecard Methodology .......................................................................................5 1.2.3 Services to be Provided .......................................................................................................... 10 1.2.4 Confidential Information (Part IV, Section IV-3.A) .......................................................... 10

1.2.4.1 Confidentiality Statements (Part IV, Section IV-3.A.1) ....................................................10 1.2.4.2 Background Checks (Part IV, Section IV-3.A.2) ..............................................................10

1.2.5 Candidates (Part IV, Section IV-3.B) ................................................................................... 16 1.2.5.1 Job Titles; Skill Categories; Subcontractor Qualification, Contracts, Tracking and Reporting Services (Part IV, Section IV-3.B.1) ............................................................................16 1.2.5.2 Open Subcontractor Network (Part IV, Section IV-3.B.2) ................................................21 1.2.5.3 Candidate Ability to Work for the Duration of a Requisition (Part IV, Section IV-3.B.3)22 1.2.5.4 Disclosure of Former Commonwealth Employees (Part IV, Section IV-3.B.4) ...............22 1.2.5.5 Resumes for Replacement of Resources (Part IV, Section IV-3.B.5) ...............................22 1.2.5.6 Resources Work On-Site (Part IV, Section IV-3.B.6) .......................................................23 1.2.5.7 Resources Follow Laws, Processes, and Procedures (Part IV, Section IV-3.B.7) ............23 1.2.5.8 Resources Purchase Security Badge at No Expense to PA (Part IV, Section IV-3.B.8) ...25

1.2.6 Maintain Skill Categories with Changing Technology (Part IV, Section IV-3.C) ........... 26 1.2.7 Project Manager (Part IV, Section IV-3.D) ......................................................................... 28 1.2.8 Project Team (Part IV, Section IV-3.E) ............................................................................... 28 1.2.9 Vendor Management System (VMS) (Part IV, Section IV-3.F) ........................................ 29

1.2.9.1 PeopleFluent VMS .............................................................................................................29 1.2.9.2 Security & Role-Based Administration .............................................................................32 1.2.9.3 No Direct Cost for Use of the VMS...................................................................................36 1.2.9.4 Access to Reports Showing Utilization .............................................................................36 1.2.9.5 Access to Specific Agency POs .........................................................................................36 1.2.9.6 Features, Functions, and Capabilities of the VMS ............................................................36

1.2.10 Reporting Process (Part IV, Section IV-3.G) .................................................................... 76 1.2.10.1 Sample Reports ................................................................................................................81

1.2.11 Right to Represent (Part IV, Section IV-3.H) ................................................................... 82 1.2.12 Overtime Policy (Part IV, Section IV-3.I) ......................................................................... 83




Technical Submittal

Page iii A redacted version of this proposal has been provided for required public disclosure purposes.

1.2.13 Travel Expenses (Part IV, Section IV-3.J)......................................................................... 84 1.2.14 Other Expenses (Part IV, Section IV-3.K) ......................................................................... 85 1.2.15 Service Level Agreements (SLA) (Part IV, Section IV-3.L) ............................................ 86 1.2.16 Quality Control (Part IV, Section IV-3.M) ........................................................................ 95

1.2.16.1 Providing Resumes (Part IV, Section IV-3.M.1) .............................................................95 1.2.16.2 Agencies Conduct Skills Assessments of Candidates (Part IV, Section IV-3.M.2) ........95 1.2.16.3 Replacement of Resource within Five (5) Business Days (Part IV, Section IV-3.M.3) ..97 1.2.16.4 Quarterly Meeting to Review Quality of Service (Part IV, Section IV-3.M.4) ...............98 1.2.16.5 Monthly Agency Satisfaction Surveys (Part IV, Section IV-3.M.5) ...............................98 1.2.16.6 Additional Quality Control Methods (Part IV, Section IV-3.M.6) ..................................98

1.2.17 Change Management (Part IV, Section IV-3.N) ............................................................... 99 1.2.18 Purchase Order Management (Part IV, Section IV-3.O) ............................................... 100 1.2.19 Emergency Preparedness (Part IV, Section IV-3.P) ....................................................... 101

1.2.19.1 Impact of Crisis on Operations (Part IV, Section IV-3.P.1) ..........................................101 1.2.19.2 Emergency Response Continuity of Operations Plan (Part IV, Section IV-3.P.2) ........101

1.2.20 Value Added Services (Part IV, Section IV-3.Q) ............................................................ 104 1.3 Work Plan (Part II, Section II-3)................................................................................................107

1.3.1 Implementation (Part IV, Section IV-4.A) ........................................................................ 107 1.3.1.1 Project Implementation Methodology .............................................................................107 1.3.1.2 Draft Implementation Plan ...............................................................................................110

Project Milestones ......................................................................................................................... 122 1.3.2 Resource Management (Part IV, Section IV-4.B) ............................................................. 130

1.3.2.1 Network of Subcontractors (Part IV, Section IV-4.B.1) ..................................................130 1.3.2.2 Full Service Model Approach (Part IV, Section IV-4.B.2) .............................................147 1.3.2.3 Specific Resource Requests (Part IV, Section IV-4.B.3).................................................154 1.3.2.4 Exceptions (Part IV, Section IV-4.B.4) ...........................................................................155

1.3.3 User Guide Maintenance (Part IV, Section IV-4.C) ......................................................... 156 1.3.4 Turnover (Part IV, Section IV-4.D) ................................................................................... 157 1.3.5 Project Management Plan (Part IV, Section IV-5.A) ....................................................... 160

1.3.5.1 Components of the PMP (Part IV, Section IV-5.A) ........................................................160 1.3.5.2 Issue Management Plan ...................................................................................................162

1.3.6 Reports and Meetings (Part IV, Section IV-5.B) .............................................................. 166 1.3.6.1 Commonwealth Quarterly Meeting (Part IV, Section IV-5.B.1) .....................................169 1.3.6.2 Subcontractor Network Quarterly Meeting (Part IV, Section IV-5.B.2) .........................169 1.3.6.3 Quarterly Reports (Part IV, Section IV-5.B.3) ................................................................169 1.3.6.4 Monthly Reports (Part IV, Section IV-5.B.4) ..................................................................169 1.3.6.5 Ad-hoc Reports (Part IV, Section IV-5.B.5) ....................................................................169

1.3.7 Small Diverse Business Participation (Part IV, Section IV-6) ......................................... 170




Technical Submittal

Page iv A redacted version of this proposal has been provided for required public disclosure purposes.

''''' '''''''' ''''''''''''''''' ''''''''' '''' ''''''''''''' ''''''''''''' ''''''' ''''''''''''' '''' '''''''''''''''' '' '''''''''''''''''''' ''''''''''''''''''' ''''''' '''''''''''''''''''''''' '''''''''''''' ''''''''''''''' ''''''' '''''''' ''' ''''''''''''''' ''''''''' ''''''''''''''''''' '''''' '''''''''''''''' ''''''''' ''''''''''''''''' ''''''' ''''''''' '' '''''''''' '''''''''''''''''' '''''''''''''''''' '''''''''''''' '''''''''''''' ''' ''''''''' ''''''''''' 1.4.4 Additional Relevant Experience ......................................................................................... 179 1.4.5 Industry-Recognized Quality Standards ........................................................................... 181

1.4.5.1 Methodologies: CMMI, ISO, and ITIL............................................................................183 1.4.6 Industry Awards .................................................................................................................. 188

1.4.6.1 Computerworld Honors Program Laureate – Economic Development (2012) ...............188 1.4.6.2 ACT-IAC Excellence.Gov Award Finalist – Excellence in Enterprise Efficiencies (2012)......................................................................................................................................................188 1.4.6.3 NASCIO Recognition Awards Nominee – Enterprise IT Management Initiatives (2010)......................................................................................................................................................188 1.4.6.4 ACT-IAC Excellence.Gov Award Winner (2008) ..........................................................189 1.4.6.5 Presidential Award for Management Excellence – Innovative and Exemplary Practices (2007) ...........................................................................................................................................189

1.4.7 Organizational Chart (OST Corporate Management) ..................................................... 190 1.5 Personnel (Part II, Section II-5) .................................................................................................193

1.5.1 Personnel Engaged in the Work ......................................................................................... 193 1.5.2 Organizational Chart (Project Team) ................................................................................ 197 1.5.3 Personnel Roles and Responsibilities ................................................................................. 202 '''''''' ''''''''''' '''''''''''''''' '' ''''''' ''''''' '''''''''' ............................................................................... 205

1.5.4.1 Resume .............................................................................................................................205 1.5.4.2 References ........................................................................................................................206

''''''' '''''''''''''''''''''''''''''''''' ''''''''''' '''''''''''''' '' '''''' ''''''''''''''' '''''''''''''''''''''' 1.5.5.1 Resume .............................................................................................................................207 1.5.5.2 References ........................................................................................................................209

1.6 Training (Part II, Section II-6) ...................................................................................................211 1.6.1 Training Plan Outline and Description.............................................................................. 211 1.6.2 Training Materials ............................................................................................................... 212 1.6.3 Commonwealth Personnel Training .................................................................................. 212 1.6.4 Subcontracting Vendor Training ....................................................................................... 213 1.6.5 New Resource Training ....................................................................................................... 214

1.7 Financial Capability (Part II, Section II-7) ...............................................................................217 1.7.1 Financial Stability and Economic Capability to Perform ................................................ 217 1.7.2 Audited Financial Statements ............................................................................................. 218 1.7.3 Dun & Bradstreet Comprehensive Report ........................................................................ 218




Technical Submittal

Page v A redacted version of this proposal has been provided for required public disclosure purposes.

1.8 Objections & Additions to Standard Contract Terms & Conditions (Part II, Section II-8) 219 APPENDICES

Appendix 1. Domestic Workforce Utilization Certification (RFP Appendix D) ..............................1 Appendix 2. Project References (RFP Appendix F) ...........................................................................2 Appendix 3. COSTARS Program Election Form (RFP Appendix G) ............................................10 Appendix 4. Personnel Experience by Key Position (RFP Appendix K) ........................................11 Appendix 5. Audited Financial Statements .......................................................................................12 Appendix 6. Dun & Bradstreet Comprehensive Report ..................................................................39 Appendix 7. Report Sample and List of Available Reports .............................................................46




Technical Submittal

Page vi A redacted version of this proposal has been provided for required public disclosure purposes.

Cross Reference Matrix


Section Name RFP Section Proposal Section

Statement of the Problem Part II,

Section II-1 1.1

Management Summary Part II,

Section II-2 1.2

Work Plan Part II,

Section II-3 1.3

Prior Experience Part II,

Section II-4 1.4; RFP Appendix G,

Project References

Years in the Business of Providing IT Staff Augmentation Services Part II,

Section II-4.A 1.4

Organizations Currently Using OST’s IT Staff Augmentation Services Part II,

Section II-4.B 1.4

Personnel Part II,

Section II-5 1.5; RFP Appendix L, Personnel

Experience by Key Position

Training Part II,

Section II-6 1.6

Financial Capability Part II,

Section II-7 1.7

Objections and Additions to Standard Contract Terms and Conditions Part II,

Section II-8 1.8

Small Diverse Business Participation Submittal Part II,

Section II-9 Small Diverse Business Participation Submittal

Cost Submittal Part II,

Section II-10 Cost Submittal:

RFP Appendix D, Cost Matrix

Domestic Workforce Utilization Certification Part II,

Section II-11 RFP Appendix E, Domestic

Workforce Utilization Certificate

COSTARS Program Election to Participate Part II,

Section II-12 RFP Appendix H, COSTARS

Program Election Form

Proposal Cover Sheet Part III.

Section III-1.B RFP Appendix B,

Proposal Cover Sheet

Capability Attestation Form Part III,

Section III-1.C RFP Appendix C,

Capability Attestation

Objectives Part IV,

Section IV-1 1.1

General Part IV,

Section IV-1.A 1.1

Specific Part IV,

Section IV-1.B 1.1

Nature and Scope of the Project Part IV,

Section IV-2 1.1

Requirements Part IV,

Section IV-3 1.2

Confidential Information Part IV,

Section IV-3.A 1.2.3

Confidentiality Statements Part IV,

Section IV-3.A.1 1.2.3.1

Background Checks Part IV,





Technical Submittal

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Candidates Part IV,

Section IV-3.B 1.2.4

Job Titles; Skill Categories; Subcontractor Qualification, Contracts, Tracking and Reporting Services

Part IV, Section IV-3.B.1

1.2.4.1

Open Subcontractor Network Part IV,

Section IV-3.B.2 1.2.4.2

Candidate Ability to Work for Duration of Requisition Part IV,


Disclosure of Former Commonwealth Employees Part IV,


Resumes for Replacement of Resource Part IV,


Resources Work On-Site Part IV,


Resources Follow Laws, Processes, and Procedures Part IV,


Resources Purchase Security Badge at OST’s Expense Part IV,


Maintain Skill Categories with Changing Technology Part IV,

Section IV-3.C 1.2.5

Project Manager Part IV,

Section IV-3.D 1.2.6 and 1.5

Project Team Part IV,

Section IV-3.E 1.2.7 and 1.5

Vendor Management System (VMS) Part IV,

Section IV-3.F 1.2.8

Reporting Process Part IV,

Section IV-3.G 1.2.9

Right to Represent Part IV,

Section IV-3.H 1.2.10

Overtime Policy Part IV,

Section IV-3.I 1.2.11

Travel Expenses Part IV,

Section IV-3.J 1.2.12

Other Expenses Part IV,

Section IV-3.K 1.2.13

Service Level Agreements (SLA) Part IV,

Section IV-3.L 1.2.14

Quality Control Part IV,

Section IV-3.M 1.2.15

Providing Resumes Part IV,

Section IV-3.M.1 1.2.15.1

Agencies Conduct Skills Assessments of Candidates Part IV,


Replacement of Resource Within Five (5) Business Days Part IV,


Quarterly Meeting to Review Quality of Service Part IV,


Monthly Agency Satisfaction Surveys Part IV,





Technical Submittal

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Additional Quality Control Methods Part IV,


Change Management Part IV,

Section IV-3.N 1.2.16

Purchase Order Management Part IV,

Section IV-3.O 1.2.17

Emergency Preparedness Part IV,

Section IV-3.P 1.2.18

Impact of Crisis on Operations Part IV,

Section IV-3.P.1 1.2.18.1

Emergency Response Continuity of Operations Plan Part IV,

Section IV-3.P.2 1.2.18.2

Value Added Services Part IV,

Section IV-3.Q 1.2.19

Tasks Part IV,

Section IV-4 1.3

Implementation Part IV,


Resource Management Part IV,


Network of Subcontractors Part IV,


Full Service Model Approach Part IV,


Specific Resource Requests Part IV,


Exceptions Part IV,


User Guide Maintenance Part IV,

Section IV-4.C 1.3.3

Turnover Part IV,

Section IV-4.D 1.3.4

Reports and Project Control Part IV,

Section IV-5 1.3

Project Management Plan Part IV,


Implementation Plan Part IV,


Issue Management Plan Part IV,


Change Management Plan Part IV,


Communications Management Plan Part IV,


Quality Management Plan Part IV,


Turnover Plan Part IV,


Reports and Meetings Part IV,





Technical Submittal

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Commonwealth Quarterly Meeting Part IV,


Subcontractor Network Quarterly Meeting Part IV,


Quarterly Reports Part IV,


Monthly Reports Part IV,


Ad-hoc Reports Part IV,


Contract Requirements – Small Diverse Business Participation Part IV,

Section IV-6 1.3.7 and Small Diverse

Business Participation Submittal




Technical Submittal

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Technical Submittal

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Executive Summary

OST, Inc. (Optimal Solutions & Technologies) is committed to supporting effective and efficient government. We are also devoted to supporting job growth in the small diverse business community and job creation for local residents. OST brings the knowledge, maturity, and experience necessary to maintain the mission-critical operations of the Pennsylvania Information Technology Staff Augmentation Services contract and to effectively manage the Commonwealth’s ongoing procurement of high quality IT resources. Having successfully managed ''''''' ''''''''''''''''''''''''''''' ''''' '''''''' '''''''''''''''' '''' '''''''''''''''''''''''''''' ''''''''''''''''''''''''''''' ''''''''''''''''''''''''''' ''''''''''''' ''''''''''''''''''''''''''''''''' ''''''''''' ''''''''''''''' ''''''''''''''''' '''''''''''' ''''''''''''', we recognize that true results—the creation and successful fulfillment of jobs—comes only through strong collaboration and partnership with government stakeholders, and we have made a substantial investment in this relationship. Our role in this partnership is entirely to advance the interests of our clients, and we have developed a “trust relationship” through constant interaction and engagement with all stakeholders in the lifecycle of services. We intend to bring this same successful collaborative approach to the Commonwealth of Pennsylvania.

Who We Are: As a vendor-neutral Managed Service Provider (MSP), OST delivers governments the right resource, at the right time, at the right price. We offer transparent, neutral, and objective service. Our MSP Team’s critical program knowledge, coupled with our engaged Subcontractor Network, is key to providing the Commonwealth with the best resources at the most competitive price, based on actual local salary data. OST has built and manages a network of more than ''''''''' ''''''''''''''''''''' ''''' '''''''' with whom we have developed relationships through comprehensive training, dedicated help desk support, and one-on-one engagement at semi-annual roundtables to identify opportunities to improve performance. Our network of qualified, active Suppliers promotes competition that delivers the government top candidates. When given the opportunity, OST intends to replicate this success in the Commonwealth of Pennsylvania.

OST is not new to the Commonwealth; we have had an operation in Pennsylvania since 2004. We began working in Uniontown, PA in 2004, and now have a sizable operation in Pittsburgh, PA.

Why We Are the Most Qualified Offeror to Meet the Commonwealth’s Needs: OST brings to Pennsylvania 15 years of success as a management and technology company. In support of multiple local, state, and federal programs, OST-led teams have managed more than ''''''''''' million in spending on staff and technology needs over the past several years. We have performed this work well, and in our proposal, we commit to bringing mature personnel and processes to support the Pennsylvania IT staff augmentation services program. The ''''''''' ''''''''''''' program is a national model for success. Our performance earned a perfect customer satisfaction rating on our most recent customer survey, conducted in November 2013. The value to government of MSP programs like this cannot be overestimated. It has saved '''''''' ''''''''''''''''' in taxpayer money, fostered efficiency, and is one of the most transparent programs ''''' '''''''' '''''''''''''''''. Our management, technical, and financial capabilities enable us to perform the work in a single unified way. We have earned multiple recognitions for efficiency, quality, and economic development, as ''''''''' of spending in our program goes to certified local, small, and often disadvantaged businesses. (minority-, woman-, or veteran-owned)

Our Commitment to Quality: OST demonstrates our commitment to quality by adopting organizational standards of excellence. We are one of fewer than ''''' U.S. firms appraised by the




Technical Submittal

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Software Engineering Institute (SEI) at Capability Model Maturity Integration (CMMI) Level 5. We use our Level 5 capabilities to optimize processes and perform data-driven measurement and analysis, managing risk and continually ensuring customer satisfaction. OST is also ISO 9001:2008 registered, signifying our proven experience in providing quality services and imparting confidence in our program. OST makes such substantial corporate investments because we believe that applying global best practices to raise the technical and management bar for public sector contractors at a fair cost with minimal risk should be the standard approach.

Proactive customer service defines OST MSP programs, and data drives our decisions: When vendors or hiring managers call, we have anticipated their issue and are ready to provide them the correct answer at the time of their call. We are also available to both the vendors and PA hiring managers beyond core hours. This is important because the workday is no longer 8:00 AM to 6:00 PM.

OST staff use data, not conjecture, to solve problems. We voluntarily provide labor dollar and award data to government public data sites as a part of promoting transparency. We have made substantial investments in applying our Quality Management System to the invoice and payment process. Because we are handling public funds, we have embedded several redundant checks and balances that enable us to pay vendors timely and accurately.

Our VMS is the Only Solution that Supports the Business and Process Needs of the Commonwealth: OST offers the PeopleFluent Vendor Management System (VMS), an easily configurable application presently in place in Pennsylvania’s current IT Staff Augmentation Services program – making it the best fit for the Commonwealth. The VMS program features, combined with our high-touch, high-quality services and commitment to continuous improvement in our MSP performance, enable the Commonwealth to procure higher quality Resources while realizing greater efficiencies and cost savings.

OST Is Not a New or Casual User of The VMS Solution – We Help Define Its Shape for the Benefit of Our Customers: OST’s MSP team uses the PeopleFluent VMS to provide fully automated, lean workflows that save time. When you work with OST, you are not working with only the Program Team, you receive the entire commitment of our organization. ''''''''''''''''''''''''''' ''''''' '''''''''''''''''''' ''''' ''''''''''''''''' ''''''' '''''''''''''''''''' ''''''''' ''''' '''''' ''''''''''''''''''''''''''''' ''''''''''''''''' '''''''' ''''''''' ''''' '''''''''''''''''''''' '''''''''''''''''' ''''' ''''''''''''''''''''''' ''''''''''''''''''''''' '''''''''' ''''''''''''' ''''''''''''' '''''''' '''''''''''''''''''''' '''''''''''''' ''''''''''' ''''''' ''''''''''' ''''' '''''''''''' '''''''''''''''''' ''''' '''''' ''''''''''''''''''''''''''''''' '''''''''''''' ''''''''''''''''''''''' '''''''''''''' ''''''''''''''''' '''''''''''' '''''''' '''''''''''''''''' ''''''''''''''''''''''''''''' '''''''' '''''''''''''''''' ''''' '''''''''''' '''''' '''''''' ''''''''''''''''''' '''''''''''''''''''''' ''''''''''' '''''''' ''''''''''''' '''''''''' ''''' '''''''''''''''''''''' '''''''''''''''''''''''''''''' '''''''''''''''''''''' '''' '''''''''''''' ''''''''''''' '''''''' '''''''''''''''''''''' ''''''' ''''''''''''''''''' '''''''''''' ''''''' '''''''''''''''''''' ''''' '''''''''''''''''''''''''''' ''''''''' ''''''' ''''''''' '''''''''''' '''''''''''''''''''' ''''''''' ''''''' ''''''''''''''''''' ''''''''''''''''''''' '''''''''''''''''''''''' '''''''' '''''''' '''''' ''''''''''''''' ''''''''''''''''''''''''''''' ''''''''''''''''''''' ''''''''''''''''''''''''''''' '''''' '''''''''''''''' '''''''''''''''' '''''''''' ''''''''''' ''''''''''''''''''''''' '''''''' '''''''''''' ''''''''''''''''''' '''''''''''''''''''''''''' ''''''''''' '''''''''''''''''''''''''''''''' '''''''' '''''''' '''''''''''''''''''''''' '''''''''' ''''''' '''''''''''''''''''' ''''''''''''''' ''''''''''''''''''''''''''''' ''''''''''''''''''''''' '''' '''''''' '''''''''''''''

The OST MSP/VMS Model is Nationally-Recognized for Excellence in Execution: The Commonwealth of Pennsylvania and its residents, businesses, and visitors deserve the advantages of thoughtful, mature, modernized, and lower cost technical services. Just as Kodak, Blockbuster, and Blackberry were industry leaders and well-respected, the nation demands reinvention and innovation and Pennsylvania and a 10-year incumbent staff augmentation program with Computer Aid, Inc. are no different. OST and our fresh, proven approach to sourcing and advocacy for technical visionaries and




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Page xiii A redacted version of this proposal has been provided for required public disclosure purposes.

entrepreneurs highly motivated for public service is certain to usher in this next generation of high quality, high value productivity for the Commonwealth.




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Page xiv A redacted version of this proposal has been provided for required public disclosure purposes.





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Page 1 A redacted version of this proposal has been provided for required public disclosure purposes.

TECHNICAL SUBMITTAL

1.1 STATEMENT OF THE PROBLEM (PART II, SECTION II-1)

The Commonwealth of Pennsylvania (Commonwealth) has a need to procure IT staff augmentation services from a Managed Service Provider (MSP). Through this RFP, the Commonwealth intends to award a single contract to the Offeror that provides the most advantageous proposal. This contract will establish a Commonwealth-wide vehicle to provide short-term engagements of IT staff augmentation resources using the MSP’s resources, subcontractors, and Vendor Management System (VMS). The MSP must demonstrate the ability to supply resources within the job titles and skills provided by the Commonwealth within contractually-established Service Level Agreements (SLA). This contract will not be exclusive, and the Commonwealth will retain full control and flexibility regarding its usage, the retention of existing agreements, and the right to enter into new agreement for similar services.

The Commonwealth has a long-established staff augmentation vehicle with MSP Computer Aid, Inc. (CAI) that dates back to December 2004. (Contract Numbers CN00008116/4600007811, 4400002137, and 4400007198) During this almost-ten-year period, the current MSP processes and the use of the PeopleFluent VMS have become institutionalized across 47 Commonwealth agencies, commissions, councils, bureaus, authorities, offices, boards, and COSTARS members. The current contract has facilitated the spending of hundreds of millions of Pennsylvania taxpayer dollars. Further, it has been a flagship program for the Commonwealth and model for other States as demonstrated through participating addenda signed with other States (presently New Jersey, Arkansas, Delaware, and Ohio; formerly Iowa and Maine).

Though under the current program the incumbent made a significant commitment to Small Diverse Business (SDB) utilization, they have failed to achieve this target. In fact, the Commonwealth issued a formal notice to them with the renewal of the last option year that indicated their deficiency in this area and Stated that they would be entered into the Office of Administration’s (OA) Contractor Responsibility Program and would face additional actions if their deficiency is not corrected. The Commonwealth’s requirements for SDB participation in the new contract are laudable, but they mean nothing if the MSP fails to live up to their promises.

In considering the proposals of competing Offerors with this new RFP, the Commonwealth must be convinced that:

the new MSP has the right resources, experience, and capacity to perform the work required, Commonwealth goals for SDB utilization will be respected and realized, the solutions proposed will ensure the integrity of and improve upon the current process, the VMS tool provides the same or enhanced functionality, the availability of reports & data will continue uninterrupted, incumbent contractor resources will be retained to continue providing services to

Commonwealth Agencies, and the Commonwealth will be able to continue the cooperative agreements with other states.




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1.2 MANAGEMENT SUMMARY (PART II, SECTION II-2)

1.2.1 Narrative Description of the Proposed Effort

OST brings the strong combination of people, processes, and tools needed to manage the Pennsylvania IT staff augmentation contract. The program is all about people—it requires constant interaction and engagement with all stakeholders in the lifecycle of services, including Commonwealth managers; the Contract Manager and his team; Agency directors; vendors and candidates; and financial managers, to name a few. It requires diligence on the part of the OST team to know and work with all of these people to better identify trends or situations where the program may be at risk. It requires constant engagement with the Contract Manager for advocating for the program and governing the actions the users of the program. It demands consistent, fair, and transparent communications with the SDB vendor community to lower and avoid program risk and provide tools for being successful and motivated in finding highly qualified candidates.

As the Commonwealth of Pennsylvania’s MSP provider, OST will assume responsibility for all activities related to the management of the IT staff augmentation contract, including provision of the PeopleFluent Vendor Management System (VMS), training of all users, dedicated project and client management services, process helpdesk support, and building & managing the subcontracting vendor network. As described throughout this section, OST’s MSP solution meets or exceeds all of the Commonwealth’s stated needs from the RFP.

Successful management of an MSP program depends highly on forming a relationship built on trust with the supplier base, something with which we have experience in our ''''''''' ''''''''''''' program. At the award of ''''''''' '''''''''''''''''' '''' '''''''''', during implementation, and for several months thereafter, there was significant resistance to the program from our vendor community. The supply base had been accustomed to working directly with the government for IT staffing, and were fearful that OST would become a bottleneck to the process, that we would be unfair in our administration of the contract, and that we would cut them off from opportunities by limiting their contact with government officials.

Through several months of diligent effort, we were able to demonstrate to them that OST’s MSP service provides just the opposite. We increased the efficiency of communications with the government, acting as an advocate for suppliers’ needs where appropriate, following up to obtain critical feedback from client managers, and working to accelerate the ''''''''''''''''''' ''''''''''''''''''''' '''''''''''''''' for work under this contract. We demonstrated that we can be trusted to be fair and open with our administration of the contract by conducting community meetings, sharing communications with all vendors, and posting data on program activities to a public website. We helped suppliers to see that rather than limiting opportunities for work, the program greatly expanded their reach within the government; no longer were just a select few suppliers with key relationships in the government privy to new requisitions, but all suppliers received every opportunity available in a vendor-neutral environment. We will bring this same focus on partnership, transparency, and accountability to our work in the Commonwealth of Pennsylvania.

Throughout the life of the contract, OST will provide direct, personal, and ongoing post-implementation functional support. Our experienced team continually refines our full lifecycle staff augmentation solution to meet the Commonwealth of Pennsylvania’s ongoing needs. Our approach will also see each member of the support staff directly involved in the preparation and discussions around the Quarterly Business Reviews. OST’s goal is to promote a team that communicates in the most effective way, as well as shares the




Technical Submittal


information necessary to perform their roles at a high level. OST will provide our Project Manager and his team with the tools and technologies necessary to provide exceptional support to the Commonwealth.

OST will use a Harrisburg-based Project Manager to be the local point of contact and in-person presence to provide the high-touch MSP services desired by the Commonwealth. OST will continuously monitor the performance of our MSP team and consider the needs of the program to determine the best level of Pennsylvania-based staff to support Program Management and Operations Management, including Help Desk Services. All members of the Implementation Team will remain at the disposal of the Project Manager, and the Commonwealth of Pennsylvania, in order to maintain the highest levels of service.

1.2.2 OST’s Management Capability and Experience

Since 1999, OST has delivered innovative value services to government customers, including demonstrating success managing staff augmentation agreements and high-volume staff augmentation contracts. Our '''''''''''''''''''''''' ''''''''''''''' '''''''''''''''' '''''' ''''''''''''''''' '''''''''''''''''''''''''' ''''' '''''' '''''''''''''''' '''''' ''''''''''''''''''''' ''''''''''''''''''''''''''''''' '''''''' '''''''''''''''''''''''' '''''' '''''''''''''''' '''''''''''''''' '''''' '''''''''''''''''''''''' ''''' '''''''''''''''''''''''''' '''''''''''''''''' '''''''''''''''' '''''''' ''''''''''''''''''''''''''' ''''' ''''''''''''''''''' '''''''' '''''''''''''' '''''''''''''''''''''''''''' '''''''''''''''''' ''''''' ''''''''''''''''''''''''' ''''' '''''''''''''''''''' ''''''''''''''' ''''''' ''''''''''''''''' ''''''''''''''''''''' '''''''''''''''''''''''''''''''''' ''''''''''''''''' '''''' '''''''''''''''' '''''''''''''''''''''''''' '''''''''''''''''''''''''' '''''''''''''''' '''''''' '''''''''''''''''''''''''' ''''' '''''''''''''''''''''''' '''''''''''' '''''''' ''''''''''''''''''''''''''' '''''' '''''''' ''''''''''''''''''''' '''''''''''''''''' ''''''' '''''''''''''''''''''''''' '''''' '''''''''''''''''''''' '''''''''''''' ''''''''''''''' ''''''' ''''''' ''''''''''''' ''''' ''''''''''''''''''''''' '''''''''''' '''''' '''''' '''''''''''''''' ''''''' ''''''''''''''''' ''''''''''''''''''''''''' '''''''''''''''' '''''''' ''''' '''''''''''''''' ''''''''''''''''''''''''''' ''''' '''''''' '''''''''''' ''''''''''''''''''' '''''''''''''''''

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Our 2011 SEI assessment as CMMI Level 5 enhances our management capabilities. OST has also been ISO 9001:2008 certified for the past 3 years. We have an inclusive quality management system to ensure integrity and efficiency of cost, schedule, quality, and scope. Our emphasis on process maturity delivers predictable, scalable solutions that improve performance and reduce the total cost of ownership across all services.

As illustrated in Figure 1, OST has four primary areas of business focus: Managed Services; Management Consulting; Research, Development, and Engineering; and Integrated IT solutions. A mature and financially strong business, OST has a proven record of successfully supporting large and complex contracts in these areas for federal, state, and local governments.

Within each Core Business Unit, OST provides a diverse set of services to federal, state, and local agencies, as illustrated in Figure 2- Selected OST Clients. To demonstrate our experience in providing relevant work, we have identified a number of projects within each of our Core Business Units where we provide similar support.

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1.2.2.1 Balanced Scorecard Methodology

To manage the business and performance aspects of the contract, OST follows a proven approach built on best practices. We have applied this concept on large staff augmentation projects, including for the ITSA program, where we successfully manage ''''''''' '''''''''''''''''''''' '''''''''''''''''''' '''''' '''''''''''''''''''' '''''''' ''' ''''''''''''''''''''''' '''''''''''''''''''''''''' '''''' ''''''''''''' ''''''''. OST implemented our quality-driven program management approach on an enterprise-wide federal program that resulted in our client’s receipt of the Presidential Award for Quality in 2007. OST program management has also earned an Excellence.Gov Award for saving the government ''''''''''' ''''''''''''''' in overpayment in a “last to first” federal program.

OST’s ''''''''''''''''''''''''' ''''''''''''''''' '''''''''''''''''''''''''''''' ''''''''''''''''''''''''''''''' ''''' ''''''''''''''''' ''''' '''''''''''' ''' ''' '''''''''''' '''''''''' '''''''''''''''' '''''''''''''''''''''''''' '''''''''''''''''''' provides efficient management for ITSA contract staff and vendor companies. Our methodology provides the Commonwealth with a dedicated local management team, while aligning and coordinating each management process with all interrelated processes and defining an iterative relationship among planning, executing, monitoring, and controlling. Planning is regularly refined as a result of the lessons learned from execution and monitoring.

'''''''''''''' ''' ''' ''''''''''''' ''''''''' ''''''''''''''''''' ''''''''''''''''''''''''''' ''''''''''''''''''''




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Our MSP Program Management Approach is grounded in the ''''''''''''''''''''''' '''''''''''''' ''''''''''' '''''''''''''' ''''''''''''''''''''''''''''''''' ''''''''' '''''''''' is a governance and oversight tool that gives our executives a comprehensive set of goals and standards by which to guide and measure success on the MSP programs. It provides an architecture for defining strategies, goals, initiatives, and measuring success across ''''''''' '''''''''''''''''' '''''''''''''''''''''''''''''' ''''' ''''''''''''''''''''''' ''''' ''''''''''''''''''''''''' ''''' ''''''''''''''''' ''''''''''''''''''''''' '''''''' '''''' '''''''''''''''''''' ''''''''' '''''''''''''''''''''''' '''''''''''''''''''''''''''''''''' ''''''''''''''''''' ''''' ''''''''''''''' ''' ''' ''''''''''''' ''''''''''''''''' '''''''''' ''''''''''''' Aligning our corporate and client support activities to these perspectives guides us to help the Commonwealth achieve its vision and goals.




Technical Submittal


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The goals and standards outlined on '''''' ''''''''''' ''''''''''''''''' '''''''''''''''''''''' ''''''''''''' '''''''''''' are reviewed throughout the entire program management, operations management, and support teams with consultation and governance by our internal business performance group. This engages the full staff on the strategic and tactical goals so all components of our ITSA program support are commonly aligned. Goals within each perspective include:

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Technical Submittal


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Technical Submittal


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Technical Submittal


1.2.3 Services to be Provided

Throughout the remainder of this section, OST describes the services we will provide to the Commonwealth of Pennsylvania as required by the RFP. 1.2.4 Confidential Information (Part IV, Section IV-3.A)

1.2.4.1 Confidentiality Statements (Part IV, Section IV-3.A.1)

OST has a great deal of experience working confidential and secure data, and we understand best practices in this area through our work with '''''' ''''''''''''''''' ''''''''''''''''''''' '''''''''''''''''' '''''''''''''' '''''''' ''''''''''''''''''''''''' ''''' '''''''''''''''''''''' ''''''''''''''''' '''''''''''''''' We will take rigorous steps to protect any confidential information we have access to through our role as the MSP, and we will extend these protective steps to our subcontracting vendors and resources. We have clear, written policies for the project regarding the treatment of confidential information, and each member of the OST team will sign a Non-Disclosure and Confidentiality Agreement specific to the Commonwealth of Pennsylvania’s requirements.

When configuring the VMS workflow, which is described in detail in our response Section 1.2.7, we will include a custom field on the Requisition where hiring managers may indicate the need for a signed confidentiality statement for a particular role. We will integrate the Commonwealth’s required confidentiality statements for resources into the onboarding process, and we will proactively distribute this and all other onboarding paperwork to the resources and coordinate the completion of the forms with the resource’s vendor. Each signed confidentiality statement will be uploaded into the VMS and attached to the resource’s engagement record. This way, all parties authorized to view the engagement information – including the hiring manager, personnel from the Office of Administration with oversight responsibilities, and the resource’s vendor – will have easy access to the document at all times.

1.2.4.2 Background Checks (Part IV, Section IV-3.A.2)

All OST personnel undergo a rigorous background check process when hired by the company. We will repeat this background check for all OST personnel who will work on this project for the Commonwealth, and will conduct an annual re-screen. Confirmation of background check completion will be provided in writing by our third-party background check provider, and will be required before any physical or virtual access to Commonwealth facilitates or systems is granted. There will be no charge to the Commonwealth. The background check for OST employees will be the same background check required of all resources under the contract, as described here:

OST will comply with the Commonwealth’s Information Technology Policy for Minimum Contractor Background Checks (ITP_SEC009). Each resource will be required to undergo a background check conducted by the Pennsylvania Commonwealth Police via the Pennsylvania Access To Criminal History (PATCH) form and procedure. The use of PATCH will be required in all subcontractor vendor agreements under the MSP, and OST will maintain instructions and a link to the PATCH website on our PA IT staff augmentation portal website. The Commonwealth will not be responsible for the cost of this background check.




Technical Submittal


The PATCH Background Check will be repeated annually. Because resources will be unable to obtain DGS-issued photo ID cards annually without first completing the PATCH background check, OST will ensure that annual re-screens are completed with enough lead-time so as not to delay the issuance of IDs. In order to manage this requirement across over 600 resources in multiple locations, OST will configure and use the PeopleFluent VMS Compliance Manager module to monitor, track, and report on status. As described fully in our response Section 1.2.7, the Compliance Manager is a powerful tool that allows us to create system and email alerts about expiring compliance items – such as the background check or certifications that need to be renewed – and to report to vendors and the Commonwealth on compliance status. Vendors will enter and maintain completion information directly into the resources’ engagement records. OST will enact policies and define them in our written user guides that will require resources that fall out of compliance to suspend work until they have been cleared to return.

Fingerprints are required for highly-sensitive positions. There will be a clear place on the initial Requisition for a resource where Commonwealth Agencies will be able to indicate whether fingerprinting will be required for a position. We know, for example, that fingerprinting is required for access to the PA Commonwealth Law Enforcement Assistance Network (CLEAN). This allows us to set the expectation early with all vendors and candidates. OST will manage the requirement for fingerprinting and track compliance utilizing the Compliance Manager in the VMS.

We have proven experience with managing additional background and security checks for '''''''' ''''''' ''''' '''''''''''' ''''''''''''''''''''''''''''''''''' '''''''''''''''' ''''''''''''''''''''''' '''''''''''''''''''' '''''''''''''''''' ''''''' '''''''''''' ''''''' '''''''''''''''''''''''''' ''''' ''''''' ''''''''''''''' '''''''''''''''''' '''''''''''''''''' ''''''''''' ''''''' '''''''' ''''''''''''''''''''''''''''' '''''''''''''' ''''''''''''''''''''''''' ''''''''

Documents

Contract Number: 4400014660 Original Contract Effective Date: 05/20/2015 … Original Contract Effective Date: 05/20/2015 Valid From: 10/01/2015 To: 06/30/2021 Supplier Name: OST INC