12.0 INTERNAL BUSINESS SERVICES

Internal Business Services is responsible for providing policy and
strategic guidance concerning Bonneville Power Administration (BPA)
internal operations. This function provides leadership at the agency
level for strategic direction and policy for a High Performing
Organization.

**A. Business Process Analysis** provides business and process analysis
expertise in support of a continuous improvement culture.

**B. Safety** administers BPA\'s safety program, provides advice,
counsel, direction, and support to all BPA federal employees to provide
a safe workplace. This function reviews and approves contractor site
specific safety plans in compliance with host utility responsibilities.
They are the point-of-contact with the Department of Energy (DOE) for
the Federal Employee Occupational Safety and Health (FEOSH) Program.
They conduct inspections, investigations, and appraisals and make
recommendations concerning safe work practices and procedures.

**C. Human Capital Management** plans, directs, and manages a
comprehensive human capital management strategy and program aligned to
meet agency mission and objectives. This function performs ombudsman and
conflict resolution functions, oversees Human Resources (HR) Strategic
Partners with responsibility for developing, communicating, and
coordinating HR strategies, policies, and initiatives with the business
units and corporate organizations. Also, this function communicates
business unit strategies, objectives, issues, and initiatives to Human
Capital Management.

1\. Classification & Compensation manages the position evaluation and
classification program; the position management program, the
compensation program, recruiting program, recruitment and placement
program, student programs and the Senior Executive Service (SES)
program.

2\. Administrative Services coordinates and completes administrative
requests. They provide advice and guidance to managers and employees for
requesting and/or providing transactional and support services.

3\. Labor Relations negotiates and administers labor agreements and
provides direction and consultation to management on labor relations
matters. They provide technical assistance to, and coordination of, the
Partnership Council and other labor-management forums.

4\. Employee Relations manages the Employee Relations Program, Fitness
Center, Employee Assistance Program, performance management, Recognition
Program, Leave and Hours-of-Duty programs, Reasonable Accommodations
Program, implements the Harassment Free Workplace Policy and Workers'
Compensation Program. Also, they facilitate health services and
mandatory medical drug and alcohol testing.

5\. HR Strategy Policy & Planning analyzes legislation, regulations,
trends, and initiatives affecting human capital policy and practices.
They lead and develop the agency's human capital strategic workforce
plan, diversity strategy and the agency's People and Culture strategy,
plan, and targets. Also, they lead and develop all human resources
policy.

6\. Employment & Benefits performs staffing and placement, delegated
examining and recruitment, retirement systems, health and life insurance
programs and personnel action processing, records maintenance and the HR
Help Call Center.

7\. Training and Organizational Development leads and coordinates
meeting the individual and organization development needs essential to
carrying out agency mission and objectives. In employee development, the
group assesses agency workforce (employee, manager, and executive)
competencies; coordinates the development of identified priority
competencies; and continually evaluates results and the effectiveness of
the agency's development program to ensure and improve results. In
organizational development, the group assesses the overall agency
capability, especially in the areas of change and growth; then from a
social system perspective, provides planned development and
reinforcement of the organizational structure, strategies, and processes
to improve the agency's effectiveness. This includes support, on a
group-by-group basis, to the executive team, other manager groups, and
individuals and managers in their efforts to improve the effectiveness
and health of their respective teams.

a\. Library Services meets the information needs of the agency;
specifically, information resources; reference and research services;
routing, circulation, and inter-library loans; and acquiring information
products and services in the form of books, subscriptions and standards
for the agency and library. Library Services through the Public
Information Center, addresses the agency's public responsibility to
provide ongoing information regarding programs and policies being
developed and implemented. Library Services also meets service
requirements as a Federal Depository Library.

D.  **Supply Chain Services** (SCS) is a value added, full service
    provider of procurement, warehousing and logistics services;
    providing its internal customers a collaborative, seamless and
    timely method for obtaining equipment, materials, and services to
    support their work requirements, while ensuring ethical, risk
    appropriate business practices that are compliant with internal
    controls. SCS monitors and manages the timely and efficient
    execution and conduct of all Supply Chain functions across the
    Agency.

> SCS provides certain specialized services in support of its customers
> including contracting for services, materials, and equipment;
> materials management, including warehousing of inventory; inventory
> management; order filling; transportation and fleet management; asset
> utilization and investment recovery; hazardous materials processing
> and disposal; supplemental labor management; information systems
> management as it applies to Supply Chain, including management of
> material; and equipment catalogs.
>
> SCS is responsible for continuous improvement of Supply Chain
> processes and implements Agency-wide initiatives that consider
> planning, design, purchasing, delivery, and the payment of goods and
> services. The Supply Chain organization works closely with the
> Purchasing/Property Governance Office and the Accounts Payable staff,
> as well as the Program Offices, to implement industry best practices
> and to ensure efficient, "low touch," supply chain solutions across
> all BPA supply chain activities.

1.  Logistics Management organization manages the warehousing of
    materials; the investment recovery operations which administer the
    sale, disposal, or donation of unneeded materials and the re-use of
    materials that fit the specifications of the current BPA system; and
    the transportation of materials to their needed locations. This
    organization ensures delivery of the right material or service to
    the right place at the right time. In providing these services, the
    Logistics Management organization meets all agency logistics needs
    and resolves conflicting priorities with customer requirements.

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a.  Warehouse and Transportation Services organization provides
    centralized storage of materials; receiving and inspection of
    purchased materials; handling of switchboard shop materials; and
    issuing of materials and equipment (picking and packaging) in
    support of projects and maintenance requests. The organization, in
    its storage role, physically maintains and preserves all inventories
    including general stock, direct charge materials, emergency
    maintenance stock, electrical maintenance spare parts, inventory for
    general shops and switchboard shops, and inventories for other
    organizations of BPA, including IT and Fish & Wildlife. The
    Warehouse and Transportation Services organization also determines
    inventory storage and location strategies to provide optimum client
    support, provides order support to the Field and other organizations
    that order materials, and maintains inventory accuracy to assure the
    desired number of items are actually in stock when needed.

> Additionally, this organization provides transport of materials and
> equipment and facilitates delivery to field locations for clients and
> customers with specialized needs. In meeting these requirements, this
> organization oversees the contract driver program, handles the
> dispatch of deliveries for both routine and expedited deliveries,
> manages both inbound and outbound freight, and manages the Traffic
> Office.

b.  Asset Utilization organization directs the flow of material returns,
    from the field, construction sites, and the central warehouse, back
    to the inventory system and processes and disposes of hazardous
    materials and equipment. This organization also plans, acquires, and
    manages BPA-wide GSA passenger and BPA special-use equipment,
    including coordination and management of equipment and vehicle loan
    pools. This organization, in general, provides services to assist
    all BPA organizations in achieving the most efficient use of
    materials and equipment and is responsible for recovering the
    maximum value for materials and equipment that is either damaged or
    excess to the Agency\'s needs.

    2.  Business Analysis and Strategy organization provides both
        analytical support and strategic direction for SCS and customer
        organizations. From a business analysis point of view, this
        organization manages the Supply Chain performance metrics,
        provides a pool of centralized, experienced, analytical
        resources that assist with market intelligence, financial
        analysis, cost modeling, spend analysis, inventory analysis,
        process analysis, and risk analysis; as well as provides A-123
        and audit support in conjunction with process controls. From a
        strategy point of view, this organization provides the resources
        necessary to keep BPA's Supply Chain continuously improving by
        analyzing the "big picture" and determining what step-function
        improvements (whether in processes or technology), should be
        made in the areas of inventory management, warehousing,
        transportation, and purchasing.

> Additionally this organization monitors, administers and manages the
> use of supplemental labor throughout the Agency. This organization is
> responsible for establishing and implementing supplemental labor
> policies, in conjunction with the Purchasing/Property Governance
> Office; implementing and continuously improving standardized
> supplemental labor processes; evaluating supplemental labor suppliers
> and creating strategic alliances where appropriate; strategically
> sourcing supplemental labor in order to provide the best resources at
> the best prices; and managing the Vendor Management System (VMS) all
> with the goal of ensuring effective and efficient utilization of
> supplemental labor resources.

3.  Sourcing Services organization is responsible for inventory
    management and the acquisition of all materials and services needed
    by the Agency. This organization is responsible for fully
    integrating strategic sourcing into all spend categories; monitoring
    critical issues that may affect BPA\'s purchasing, contracting, and
    inventory performance; managing the Supplier Diversity and Supplier
    Qualification programs; and acting as a central point of
    coordination for projects, materials, inventory, contracts, and
    material procurements to ensure that activities are carried out in a
    coordinated and efficient manner.

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a.  Commercial Materials organization manages inventory, executes and
    administers procurements needed by the Agency in the areas of short
    lead telecom/control materials, Maintenance, Repair, and Operation
    (MRO)/Distributor-based materials, and commercial materials, (those
    materials that typically are low-dollar value items, short-lead time
    items, large purchase quantity items), or some combination of the
    three. This organization identifies with clients, opportunities for
    reduction of vendor base, cost savings, and increased effectiveness
    through long-term contractual relationships. This organization
    monitors contract delivery and quality performance and evaluates
    vendors in order to continuously supply the best and most cost
    efficient services possible to stakeholders.

b.  Engineered Materials organization manages inventory and awards and
    administers procurements needed by the Agency in the areas of High
    Voltage Engineered Parts, Structures and Towers, those materials
    that typically are high-dollar value items, long-lead time items, or
    both. This organization identifies, with clients, opportunities for
    reduction of vendor base cost savings, and increased effectiveness
    through long-term contractual relationships; ensures the legality of
    business instruments; solicits proposals; and negotiates and awards
    contracts, securing the best value for BPA. In addition, this
    organization monitors contract delivery and quality performance, and
    evaluates vendors in order to continuously supply the best and most
    cost-efficient services possible to client organizations.

> The Engineered Materials organization also ensures the availability of
> parts when and where needed to respond to system emergencies, planned
> maintenance, and construction projects, while maintaining reliability
> criteria standards. Additionally, this organization coordinates
> materials and equipment procurement strategies, purchases and manages
> inventory, coordinates capital construction material, coordinates
> Technical Equipment Acquisition Program (TEAP), tracks system
> equipment record (SER) equipment, and orders manufacturer instruction
> manuals.
>
> c\. Professional and Services Purchasing organization executes
> acquisitions needed by the Agency in the areas of IT; Environment,
> Fish & Wildlife Services; Professional Services (lawyers, accountants,
> etc.); and Supplemental Labor. This organization reviews and analyzes
> legal, regulatory, and business requirements for purchasing policy
> implementation; identifies, with clients, opportunities for reduction
> of vendor base, cost savings, and increased effectiveness through
> long-term contractual relationships; ensures the legality of business
> instruments; solicits proposals; and negotiates and awards contracts,
> securing the best value for BPA. In addition, this organization
> monitors contract performance and evaluates vendors in order to
> continuously supply the best and most cost-efficient services possible
> to client organizations.

c.  Capital and O&M Services Purchasing organization executes
    procurements needed by the Agency in the areas of Construction
    Services, Facilities Services, and other Transmission Business Line
    Services. This organization reviews and analyzes legal, regulatory,
    and business requirements for purchasing policy implementation;
    identifies, with clients, opportunities for reduction of vendor
    base, cost savings, and increased effectiveness through long-term
    contractual relationships; ensures the legality of business
    instruments; solicits proposals; and negotiates and awards
    contracts, securing the best value for BPA. In addition, this
    organization monitors contract performance and evaluates vendors in
    order to continuously supply the best and most cost-efficient
    services possible to client organizations.

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4.  The Supply Chain Technology Services organization ensures that SCS
    uses the appropriate technology and utilizes that technology to its
    fullest. To this end, the organization provides the dedicated
    resources to analyze SCS's technology needs and the use of
    technology as well as acting as a liaison with IT personnel in the
    maintenance and operation of technology and systems used in the
    Supply Chain process. Analysts in this organization are dedicated to
    the technology of specific Supply Chain functions, including
    warehousing, contracting, and e-commerce/e-business, and work toward
    implementing technology solutions that will improve process
    efficiency and improve support to client organizations. In addition,
    this organization manages the overall SCS Data Integrity/Stewardship
    Program; coordinates the technology training required by SCS and
    Agency employees who interact with SCS or are integral to Supply
    Chain processes; provide administrative support for the updating and
    use of Supply Chain-specific technology; and provide a Project
    Manager to represent Supply Chain in the management of any
    technology-related Supply Chain projects.

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a.  Supply Chain Technology Services Support organization provides the
    administrative support necessary to maintain and update current
    technologies and systems being used by SCS. Primarily the catalog
    and vendor file in today's environment. Additionally, this
    organization provides support for process documentation, an
    increasing need as a result of EPIP changes and A-123 requirements,
    support for SCS use of SharePoint, and administration of BPA's
    P-Card program.

**E. Workplace Services** is responsible for overall agency direction,
strategic planning, management and governance of facilities, asset
management, and facilities maintenance and operations, space management,
printing services, mail services, and office services. The Facilities
Management Officer (FMO) has the overall responsibility and
accountability for the agency office facilities strategic planning and
facilities (nonelectric) asset management programs. This includes
establishing the business strategic objectives, financial targets, and
performance standards in alignment with the agency's strategic direction
and the agency Asset Management Council. The FMO provides oversight and
management of the program implementation.

1\. Facilities Operations is responsible for planning, and operations
and maintenance to ensure a safe, reliable, and productive environment
in the GSA-delegated headquarters office facility in Portland; the light
industrial and office facilities located at the Ross complex and the
Portland airport hangar; and all commercially leased office space
throughout the BPA region. Several of these locations house mission
critical office space such as the headquarters Power Scheduling
function, the Dittmer Control Center, and business critical data centers
to support the agency's computer information systems. This organization
reviews and evaluates facilities within their area of responsibility and
develops and implements options that meet strategic agency requirements
including the federal initiatives and mandates for sustainability.

> Facilities Operations serves as the agency expert for implementing
> federal office facility regulations and establishing agency standards
> for facility related activities. Facilities decision making is based
> on agency business strategy, utilization of the agency risk model
> assessments, and accepted financial analysis to ensure the best value
> for BPA. Business cases are developed and submitted to Facilities
> Asset Management to be incorporated into the agency Facilities Asset
> Management Plan based on Facilities Operations' strategic plans.
> Approved facility related projects are the direct responsibility of
> this organization. Complex projects often require various types of
> engineering and architectural expertise.
>
> Facilities Operations supplements its workforce to design, implement,
> and commission complex projects by requesting expertise from
> Transmission's Engineering and Field Services organizations, Facility
> Asset Management and/or by contracting services of expertise.
> Facilities Operations is responsible for the collaborative development
> and implementation of emergency response processes in order to
> mitigate facility system failure or downtime. This organization
> coordinates with Transmission and Power Services and other Corporate
> entities to ensure mission and business critical tenants within their
> jurisdiction realize no loss of productivity and revenue while
> ensuring that upgrades and new buildings and/or systems are compatible
> with other systems and meet agency standards, building codes and
> tenant requirements.
>
> a\. Ross Facilities operates and maintains the office and light
> industrial facilities, buildings and grounds located at the Ross
> Complex in Vancouver, Washington, and the Portland BPA hangar.
> Functions include day-to-day building and site operations, maintenance
> and improvements; facilities project oversight and implementation
> located on the Ross Complex or Portland BPA hangar; condition
> assessments and long-term facilities planning, food services
> contracts; traffic patterns and regulations; and general facility
> support.

2\. Facilities Asset Management is responsible for overall strategic
planning and direction, governance, and oversight of the agency's
facilities in support of the agency asset management program. This
includes agency program planning and oversight, development of policy
and guidance, establishment of condition assessment criteria, project
prioritization, financial management, technical oversight and support,
development and implementation of facility standards, and performance
analysis and reporting. This organization is comprised of a cadre of
technical specialists and recognized experts in the area of facilities
asset management and project management.

> Facilities Asset Management is responsible for establishing clear BPA
> strategic direction and development of an integrated plan and policies
> relating to the assessment and operations and maintenance of BPA
> facilities and the multi-year budget to systematically prioritize the
> management of those facilities based on the suitability of the
> facility to the required functions housed within that facility. As
> part of this responsibility, Facilities Asset Management establishes
> agency facility assessment and project prioritization criteria,
> specific facility condition assessment information such as buildings,
> HVAC systems, roofs, grounds, water and sewer systems, and other
> repair or maintenance elements. This organization tracks facility
> performance, evaluates and designs methods for prioritizing
> facility-related spending, monitors facility capabilities and
> evaluates risks to ensure facilities are managed in a manner
> consistent with BPA priorities and managed to building code
> compliance.
>
> Facilities Asset Management is also responsible for staying abreast of
> new developments to ensure program planning, approaches, and decisions
> reflect the latest thinking in the areas of engineering and project
> management. This organization performs critical analysis, financial
> cost studies, and evaluates the ramifications, advisability and impact
> of large engineering or facilities construction projects such as
> modification of major facilities or systems.
>
> In addition, this organization is responsible for developing and
> maintaining collaborative partnerships within Transmission Services
> and the Asset Management Committee and leading the agency decision
> process, facility standards, and Facilities Asset Management Plan
> regarding nonelectric facilities projects, operations and maintenance,
> and investments. The Facilities Asset Management Plan requires close
> coordination with Transmission Services organizations in the areas of
> architecture, engineering, project management, and field facilities
> support to ensure adequate resources are available and needs are
> identified to successfully develop and implement the agency Facilities
> Asset Management Plan.

3\. Operations and Planning is responsible for establishing policy,
standards, and metrics for the office services program, mail services
and printing services for the agency. The office services program
includes the transportation program and subsidies, parking, conference
room scheduling, the office supply program, non-IT office equipment
program, delivery and receiving, motor pool and valet parking.
Operations and Planning supports Workplace Services business operations
planning and reporting, process improvement analysis, client strategies
and feedback.

> a\. Printing and Mail Services establishes agency policy and direction
> and delivers printing and reproduction services in accordance with the
> Government Printing Office regulations. Printing and Mail Services
> also provides bindery services, scanning, engineering records
> management, and self-service photo archiving. Printing and Mail
> Services is responsible for establishing agency policy and procedures
> for mail handling including safe mail handling, processing and
> delivery, and mail addressing standards based on federal mail
> regulations. This organization provides agency mail list creation and
> maintenance, graphic production support and CD duplication services.

4\. Space Management is responsible for the management and
administration of all interior office space design, move services,
ergonomics and furniture acquisitions at BPA. This function analyzes
office and light industrial space requirements, evaluates space use, and
coordinates with other service providers (e.g., network, desktop
services, phone, facilities operations) to move staff within BPA owned
and leased office facilities. Space Management develops BPA space and
furniture standards and related policies.

**F.** **Information Technology** (IT) develops and supports agency-wide
business automation systems and provides information technology
governance, planning, and standards for the agency's general business
activities. The Chief Information Officer (CIO) has overall
responsibility and accountability for all BPA information
technology-related (non-Grid Ops) programs. This includes establishing
IT strategies, objectives, and performance standards in alignment with
financial targets and agency direction.

1\. The Office of Cyber Security provides IT governance and information
assurances through the BPA Cyber Security Program, which supports the
security of agency Cyber resources and networks, and compliance with
applicable federal laws, regulations, Department of Energy directives,
and agency policies. The Office develops, implements, maintains and
enforces agency Cyber Security policies and standards. The Office also
develops and manages agency programs to address information systems
Certification & Accreditation, Risk Assessment, External Reporting &
Liaising, Continuous Monitoring, Security Awareness & Training, Critical
Infrastructure Protection coordination, and incident & investigations
management.

2\. The Critical Business Systems (CBS) Development and Operations
organization provides 24x7 operations, monitoring, support and
trouble-shooting of Bonneville's identified CBS portfolio; and the
design, development, and enhancement of Critical Business Systems. This
requires a sound, fundamental understanding of Power and Transmission
business in order to provide customer focused system support. The
organization is composed of multi-disciplined personnel to concentrate
capabilities and improve service responsiveness. Additionally, the
organization provides direction and leadership in the planning,
development, and enhancement of Critical Business Systems and work
processes.

> a\. The Critical Business Systems Development organization provides
> system integration and software engineering support for new/proposed
> CBS applications. Responsibilities include oversight to ensure new
> systems and approved enhancements to existing systems are completed
> using commonly accepted software engineering processes and practices
> and conform to the BPA Information Technology Architecture (BITA).
> This organization coordinates with system and data architects, server
> administration and database groups within the larger IT organization
> to ensure project requirements are met prior to implementation into
> the CBS production environment. This organization also provides
> application support; process improvements; and problem management and
> prevention for the agency's Critical Business Systems.
>
> b\. The Critical Business Systems Monitoring and Operations Desk
> provides 24X7 monitoring of CBS applications and related
> infrastructure components. The CBS Monitoring and Operations Desk
> provides initial service interruption assessment and triage to
> computer and telecommunications problems; on-call dispatch and
> escalation; service restoration coordination; and client
> communications. Staff a 24X7 support desk to monitor system health
> from network to applications and serve as first responder to
> scheduling user calls.
>
> c\. The Critical Business Systems Operations organization provides
> fully integrated support for the agency's Critical Business Systems by
> providing multi-disciplined staff to support the CBS systems from the
> data and hardware level to basic application support. Its
> responsibilities include:
>
> *i. Infrastructure* -- High Availability hardware and system
> architecture; build, administer, maintain and operate all servers,
> data storage technologies, and related support services within the
> critical business system sub-network dedicated to the support of
> Bonneville's Critical Business Systems -- includes security;
> monitoring; and capacity planning. Maintain system configurations in
> compliance with the Bonneville Information Technology Architecture
> (BITA) standards and with other Information Technology policies and
> guidelines.
>
> *ii. Data* - database administration and data integration including
> capacity planning; backup and recovery; database design, data
> integrity; data security; and monitoring of the agency's CBS database
> portfolio.
>
> 3\. The Hardware Operations group provides a broad range of
> information technology programs, systems, and processes that are
> required to meet BPA information technology infrastructure needs for
> the administrative network. Responsibilities include the planning,
> design, coordination, configuration, installation, maintenance, and
> operation of all servers, networks, telecommunications, computer
> workstations, and related office automation support services within
> the administrative network to meet business requirements.
>
> a\. The Database Operations group provides the management and
> administration of the agency's relational database products and
> services. Database administration includes capacity planning; backup
> and recovery, integrity and security of the agency's database
> portfolio. The staff is responsible for creation and administration of
> databases; ensuring their smooth operation and availability, and
> monitoring of their use.
>
> b\. The Desktop Operations group resolves client service problems and
> disruptions and responds to all client requests and queries. Provides
> desktop computer-related support to the entire agency including new
> workstation installs, workstation moves, workstation hardware and
> software maintenance, help desk services, user training, and client
> privileges. When there are unresolved problems that cannot be resolved
> by the help desk or desktop services these problems are escalated to
> the appropriate technical resources. In addition, this organization
> provides information technology planning and analytical support, as
> well as, client training. This organization provides all services
> associated with installing, troubleshooting, tracking, repairing and
> consultation related to workstation and portable hardware and software
> for BPA clients.
>
> c\. The Network Operations group is responsible for planning,
> installing, and operating the administrative network cable plant
> throughout BPA, and all of its associated circuits, switches, and
> routers that interconnect BPA's many locations, as well as gateways to
> external entities such as the Internet. It is also responsible for
> planning, installing, and operating related ancillary services that
> include network security services and telephone and voice services.
>
> d\. The Server Operations group provides goals, strategies, and
> resources for overall server management and enterprise scheduling and
> monitoring for the BPA administrative server infrastructure. This
> organization designs, implements, maintains, and supports the
> administrative Windows and UNIX servers and associated data centers.
>
> 4\. The IT Program Management group provides budget planning and
> oversight, and hardware/software and supplemental resource management
> support for the IT organization. This includes supporting activities
> related to the IT budget and asset portfolio, Hardware and Software
> procurement, Software license management, IT contracting officer's
> technical representative (COTR) contract management, and supplemental
> labor acquisition and administration.

5\. The IT Project Management Office (ITPMO) manages the Agency's IT
project portfolio to ensure an overall IT project delivery strategy
within established budget and resource constraints. The ITPMO is
responsible for predictable and transparent delivery of each IT project
by employing sound project management practices and close coordination
with the business lines and other IT departments. The ITPMO also
establishes IT project management standards and governance and provides
training and certification to IT Project Managers.

> 6\. The Quality Control group provides production control, which
> includes production release management and version control for BPA
> applications. The quality control function also includes change
> management, configuration tracking, patch management, change auditing,
> coordination and governance of development, testing, and evaluation
> labs, and outage analysis.

7\. The Service Delivery group provides touch points, through Service
Delivery Representatives, between IT and our business line customer
base. The role of Service Delivery Representatives is to be a sounding
board for customer concerns and to provide support; in the consideration
and pursuit of new technologies; during the project life-cycle of new
automation development or enhancement efforts for existing applications;
and on matters that arise day-to-day. The IT Service Delivery
Organization is responsible for preparing and negotiating Service Level
Agreements between business line clients and the Information Technology
organization. Monitors the delivery of IT products and service to
business line clients and assists in the resolution of delivery
problems. The IT Service Delivery organization will create and present
metrics in various areas of IT support.

> 8\. The Software Development and Operations group provides direction
> and leadership in the planning, development, and execution of
> programs, systems, and work processes that are necessary for the
> support and maintenance of systems that support sales, scheduling,
> metering, settlements, supply chain, work management, finance, human
> resources, payroll, property, customer relationship management and
> other agency business functions.
>
> a\. The Agency Commercial Systems organization provides system
> integration and software engineering support for the agency's
> commercial business applications. Authorized new systems and approved
> changes are completed using common, accepted software engineering
> processes and practices to reduce costs. This organization works with
> corresponding systems analysis groups to system/regression test and
> ensures
>
> b\. The Enterprise Applications group provides the functional support
> for implementations, upgrades, and maintenance for the following
> systems: Human Capital management, Customer Relationship Management,
> Budgets, Asset Suite, and Annam's Sunflower, Legal Time & Labor, Debt
> Management, and the Enterprise Performance Management. This work is
> accomplished in coordination with Enterprise Application Support
> Group.
>
> c\. The Business Applications group is responsible for Web
> development, Web/Portal administration, technical support of content
> management tool sets, BPA's Forms Management Program, and technical
> support for BPA's Records Management program.
>
> d\. The Enterprise Applications Support group provides the technical
> support for implementations, upgrades, and maintenance for the
> following systems: Human Capital management, Customer Relationship
> Management, Budgets, Asset Suite, and Annam's Sunflower, Legal Time &
> Labor, Debt Management, and the Enterprise Performance Management.
> This work is accomplished in coordination with Enterprise Application
> Group.
>
> e\. The Data Integration and Reporting group provides reporting
> services, business intelligence, data warehousing and data
> integration. The staff is responsible for BPA's reports development,
> data modeling, and reporting services as well as the management and
> the delivery of services supporting a BPA common information model
> through the implementation of data integration architectures such as
> data warehouses, data marts, and data migration / solution.
>
> f\. The Asset Management and Engineering Applications group provides
> data , application and software support , release migration,
> application expansion and integration for application which: 1)
> support agency's geospatial (GIS); 2) support Computer Aided Design
> systems (CAD) and knowledge workers; and 3) support miscellaneous
> computerized systems that support the daily business activities of
> BPA's knowledge workers.