A - ITIOSS2019_IDIQ w Sharepoint PWS.docx

ATTACHMENT A:

IT Infrastructure Operations Support Services (ITIOSS) ID/IQ Performance Work Statement

July 17, 2019 i Table of Contents

1.0

1.0 Introduction

This Performance Work Statement (PWS) is for the delivery of professional services, under an indefinite delivery indefinite quantity contract approach, to support the PBGC’S Information Technology (IT) Infrastructure. The PBGC IT Infrastructure Operations Support Services (ITIOSS) contract provides a wide range of IT professional services supporting a diverse technological environment. The list of service domains includes end-user services; data center operations; voice, video, and network infrastructure operations; IT service management; infrastructure monitoring and reporting; cybersecurity services; test center operations; development, modernization and enhancements (DM&E); and disaster recovery/continuity of operations planning and testing. Program management is also necessary to oversee all contracted tasks for the service areas. Two areas of specific interest are cloud and mobile computing. In addition to limited task-specific, business-area driven cloud instances, PBGC has recently adopted cloud on an enterprise-wide basis for electronic mail, collaboration, office automation, individual user data storage and shared, unstructured data storage as well as IT service management. Mobile computing initiatives include the expansion of office automation to PBGC’s iPhones and the introduction of Surface Pro 4 tablets and enterprise wireless capabilities established in FY18. Cybersecurity is a particularly critical service domain and ITIOSS provides both IT security operations support as well as IT security analysis, ISSO support and audit support. These supporting services are implemented as an integral part of the solution throughout the entire enterprise.

The Government anticipates contracting for the services described above through a task order based on the O&M/DM&E performance work statement (PWS). The Government is further interested in a suite of SharePoint Solution Development and Support services, described in a PWS of the same name. The Government anticipates contracting for that those services in a separate task order. It has been the Government’s experience that well-qualified SharePoint resources, and the skill to manage them effectively, are scarce resources in high demand. It has further been the Government’s experience that these resources are difficult for larger, more comprehensively focused IT infrastructure operation service firms to procure and retain.

At the same time, SharePoint has become one of PBGC’s most critical tools. It is the foundation of not only all of the Agency’s unstructured data storage but also is increasingly becoming – as was intended – the foundation for a wide range of automated tools, both within ITIOD and across the Corporation. The ability to efficiently and effectively develop these tools, and support them, has therefore become an increasingly critical skill set that PBGC must have.

While there are a number of ways for which these services may be contracted, the Government has decided that for reasons such as unified span of control, ease of administration and operational integration, it would like to contract for these services through teaming arrangements. It is anticipated that the most successful Offerors will be those in which a well-qualified, experienced IT infrastructure operations support contractor teams with a company well-versed, highly experienced and demonstrably competent in SharePoint, a firm for whom SharePoint is the sole or most important core competency.

The Government is certainly open to the possibility that one team could win both task orders. The Government is equally open to the idea that one team’s greatest strength may result in winning the O&M/DM&E task order while another team’s greatest strength may lead to winning the SharePoint task order. The Government does not see how a SharePoint-focused firm without an IT infrastructure operations partner could mount a best value bid, nor how and IT infrastructure operations focused firm without a SharePoint partner could either. While any individual bid could be technically reasonable, from a single focused firm, the Government believe it would be difficult to judge those as best value when taking into account unified span of control, ease of administration and operational integration.

2.0 Background

The Pension Benefit Guaranty Corporation (PBGC) protects the retirement income of more than 40 million American workers in nearly 24,000 private-sector defined benefit pension plans. A defined benefit plan provides a specified monthly benefit at retirement, often based on a combination of salary and years of service. PBGC was created by the Employee Retirement Income Security Act (ERISA) of 1974 to encourage the continuation and maintenance of private-sector defined benefit pension plans, provide timely and uninterrupted payment of pension benefits, and keep pension insurance premiums at a minimum. PBGC is not funded by general tax revenues. PBGC collects insurance premiums from employers that sponsor insured pension plans, earns money from investments and receives funds from pension plans it takes over. A department within PBGC’s Office of Information Technology, the IT Infrastructure Operations Department (ITIOD) provides the mission-critical IT foundation for computing services used and procured by PBGC. PBGC cannot accomplish its mission without automated tools and business software. All other PBGC departments depend on this one for their IT support. PBGC’s Common Security Controls under the IT Infrastructure Services General Support Systems (ITISGSS) are also provided by this department. ITIOD is comprised of approximately 40 PBGC FTE and approximately 150 contractors. ITIOD stakeholders include a dedicated PBGC staff of approximately 2,250 government and contracted personnel, 26,000 pension plan sponsors who pay premiums into the PGBC and over 1.5 million trusteed participants who, combined, receive over $5 billion dollars in benefits payments.

3.0 Objectives

PBGC seeks to modernize, consolidate, and simplify its IT infrastructure to achieve cost savings, service improvements, greater transparency of costs and service levels to customers, improvements in cybersecurity and adoption of cloud services as warranted.

3.1 Programmatic Objectives

The objective of the PBGC ITIOSS program is to provide a reliable, secure, efficient, effective, compliant, auditable, and technologically current IT infrastructure to support PBGC and its associated Field Benefit Administration (FBA)/Plan Value Administration (PVA) offices and other participating entities. PBGC desires a contractor who brings a mission focus to this program that can continuously identify methods for applying information technology to improve PBGC’s mission performance. PBGC requires a contractor at a maturity level that can bring not only the capability to install, operate, and maintain IT hardware and software components, but will also bring the expertise to identify, implement, and manage the most effective and efficient application of technology to meet PBGC’s mission requirements. To that end, the PBGC Office of Information Technology, under the leadership of the PBGC Chief Information Officer (CIO), has established the following overall program-level objectives. PBGC will require the Contractor to:

1. Provide under a performance-based engagement, secure, highly reliable, and available IT infrastructure services that meet or exceed OIT customer requirements.

2. Operate within appropriate and effective financial (award fees) and non-financial (award term adjustment) incentives to ensure that the interests, motivations, and behavior of the Contractor are aligned with PBGC’s mission performance.

3. Continuously review, analyze, recommend, and take proactive measures to ensure that the PBGC IT infrastructure stays current with technological advances in the industry, while validating that infrastructure investments are aligned with the PBGC Strategic Plan and PBGC mission objectives.

4. Improve service through the implementation of a standard service management/delivery framework and associated processes (e.g., ITIL, ISO9000 & ISO20000, etc.).

5. Recommend and collaborate on an Enterprise target architecture solution to upgrade, modernize, and bring the IT infrastructure to a state of maturity and technological advancement that achieves standardization of the environment in-line with PBGC strategic plans and mission objectives requiring minimal capital outlay by PBGC.

6. Propose a sustaining engineering plan to be approved by the Government.

7. Recommend, develop and implement, at the Government’s direction, innovative solutions that achieve “before and after” a cost effective, innovative IT solutions to enable PBGC to meet its defined objectives including modernization, and simplification of its infrastructure, and transition to cloud services as warranted.

8. Provide transparency to PBGC program areas and end-users on service cost, performance, and satisfaction.

9. Continuously monitor cost of services and customer satisfaction for services delivered throughout the life cycle of the ITIOSS program.

10. Achieve predictable costs for services to enable better budgeting for the OIT and its customer base.

11. Establish a performance management information system that provides timely, accurate, relevant, and insightful data on program status and performance reporting.

12. Achieve and maintain compliance with Federal and PBGC IT management standards and requirements at all times throughout performance (e.g., Executive Order 13423, Federal Electronics Challenge, Electronic Product Environmental Assessment Tool (EPEAT), Clinger-Cohen Act, Information Technology Management Reform Act (ITMRA), Federal Information Security Management Act (FISMA), Office of Management and Budget (OMB) Circulars A-11 & A-130 and other memorandum such as Trusted Internet Connections (TIC) and United States Government Configuration Baseline (USGCB), PBGC IT Security Directives and Policy, National Institute of Standards and Technology (NIST) 800 Series, Government Accountability Office (GAO) IT Investment Management (ITIM), etc.).

13. Lower infrastructure costs through innovation, including adoption of cloud services as warranted.

3.2 Technical Objectives

In the development and execution of the environment, the Contractor shall consider the following objectives:

1. High Flexibility – ability to meet business requirements through an extensible infrastructure that has the ability to accommodate new applications & COTS tools (e.g., collaboration) without necessitating wholesale changes in Infrastructure architecture or technology

2. High Availability – provide user access to data and systems in accordance with the PBGC defined service levels

3. High Reliability – secured and proactively monitored Infrastructure governed by formal change and problem management leading to lower system downtime, and performance degradation.

4. Maintainability – The ability to effectively and efficiently deal with the introduction, assessment, and potential reversal of change.

5. Sustainability – technology refresh, on-going maintenance, and capacity planning driven by business requirements

6. Scalability – ability to proactively increase capacity to meet changing requirements and mission objectives (this includes, but is not limited to monitoring, system administration, user support, and timely provisioning)

7. Maximum Flexibility and Agility – adaptive to new business requirements or surges without requiring wholesale technology changes

8. Portability – secure mobile computing and remote access to corporate data

9. High Efficiency – achieve high capability and service delivery at lowest cost practical

10. Easy Manageability – electronic executive dashboards, easily accessible performance reporting, streamlined invoicing, and benchmarking of performance and measurements

11. Security – ability to confirm with a high level of assurance that the PBGC Infrastructure, information and assets are protected from malicious attack, corruption or destruction without the loss of confidentiality, availability or integrity.

4.0 Requirements

Throughout the course of this ID/IQ contract, the contractor may be tasked to provide support in the following areas via issuance of Task Orders by the contracting officer. Task Order procedures are defined in Sections G and H of this contract.

4.1 Business Process Support

Business Process Support includes:

· Program and Process Management

· Transition Plans and Execution

· General Requirements

- Location of Documents and Records

- Cost Control -Contact List -Enterprise Architecture Compliance

- Audit and POA&M Support

- Application/Solution Development and Release Support Requirements

- Maintenance and Outages

- Inspection by Government Agencies

- Third Party Vendor Organizations

- Processes, Procedures, and Work Instructions

- Application, Service and System Diagrams and Schematics

· Service Level Agreements (SLA’s) and Metrics

4.2 IT Infrastructure Technical Services

4.2.1 Operations and Maintenance Support

If ordered through the issuance of task orders, the contractor shall provide operations and maintenance (O&M) services to support the PBGC’S Information Technology (IT) Infrastructure.

4.2.1.1 Objectives

PBGC depends heavily on its IT infrastructure to perform mission functions and provide service to its customers and other federal agencies. As such, the PBGC OIT must maintain a reliable, secure, efficient, effective, compliant, auditable, and technologically current IT infrastructure to support PBGC and its associated Field Benefit Administration (FBA)/Plan Value Administration (PVA) offices and other participating entities.

In support of the above objectives, the contractor shall work in a true partnership with OIT to establish and maintain a comprehensive IT infrastructure operations and maintenance program to ensure high-level of satisfaction with IT infrastructure availability, reliability, predictability, and security, while striving to always keep pace with technological advancements and service delivery best practices in the IT industry.

4.2.1.2 Scope of Services Supported

O&M scope of services consists of the on-going operations, maintenance, administration, and support of the ITIOSS environment after contract startup and transition activities have been completed. In this phase, the service objectives and requirements as defined in the specific task order PWS will be used to guide performance and ensure compliance with the agreed upon requirements. SLAs will take effect and on-going performance monitoring will be in place.

4.2.1.3 Requirements

In the performance of O&M services under this ID/IQ contract, the Contractor shall provide all required personnel, management oversight, tools, processes, and other necessary resources to support operations, support, maintenance, and administration of the PBGC IT Infrastructure.

PBGC operates and maintains an enterprise network that supports logical access for approximately 2,250 users and provides connectivity between its Headquarters in Washington and several remote sites including: the Kingstowne, VA alternate work site and call center site, the Wilmington, DE Continuity of Operations (COOP) site, Field Benefit Administrator (FBA) and Plan Valuation Administration (PVA) sites, and Actuarial sites, and to the State Street Corporation, PBGC’s current benefit paying agent.

Listed below are the service domains included in the ITIOSS program. The Contractor shall refer to the ITIOSS Operations and Maintenance PWS, issued concurrently as Task Order 1, for detailed descriptions of scope and requirements:

· End-User Services

· Data Center Services

· Voice, Video, and Network Infrastructure Operations

· IT Service Management (ITSM) and Infrastructure Monitoring and Reporting

· IT Security Services

· Test Center Operations

· Disaster Recovery/Continuity of Operations Planning (COOP) and Testing

· Cloud Integration and Support

4.2.2 Development, Modernization and Enhancements

Providing current, vendor-supported, optimally performing, highly available, and compliant systems and service is critical to enable the accomplishment of the agency mission and as such, are critical to excellent performance under this contract. Thus, Development, Modernization and Enhancements is a key service area. Much of how the customer views the success of this contract will be dependent on how well the Contractor performs DM&E, and how satisfied ITIOD staff members are with the IT services provided. The Contractor is expected to provide DM&E Services for all IT infrastructure technology noted in this PWS.

For the purposes of this contract, the PBGC defines Development as an activity to design and implement a new, significant product and/or capability or the upgrade existing IT infrastructure technology (hardware or software) requiring major system redesign and requiring moderate to significant coordination with PBGC business areas or end-users. For the purposes of this contract, the PBGC defines Modernization as an activity to upgrade existing IT infrastructure technology (hardware or software) requiring minimal system redesign and requiring little or no coordination with PBGC business areas or end-users. For the purposes of this contract, the PBGC defines Enhancement as an activity to modify existing or deliver new IT infrastructure technology (hardware or software) or associated procedures to improve efficiency, improve quality of service delivery, or address compliance issues with agency or government-wide policy. All planned modernization and enhancements are recorded, authorized, and prioritized according to ITIOD’s IT Infrastructure Program Registry. An export of the IT Infrastructure Program Registry will be included in supporting documents.

4.3 SharePoint Solutions Development and Support Services

The sections below describe the scope and requirements of the SharePoint Solutions Development and Support services that the Contractor shall provide under this solicitation, if ordered through the issuance of task orders. As described in the Introduction, SharePoint is a critical data repository and collaborative workflow tool foundation at PBGC.

4.3.1The Contractor shall:

Provide tier 2 support for incidents relating to the SharePoint On-line platform on PBGC’s Microsoft Office 365 E3 government community cloud (GCC) tenant. Provide fulfillment for service requests including new and enhancement to existing SharePoint Solution development requests. Typical SharePoint Online (SPO) solution development and support activities include:

4.3.1.1 Develop and maintain SPO governance, taxonomies utilizing the term store and ConceptSearch suite in conjunction with PBGC business area representatives, quality standards, and presentation standards for PBGC's SharePoint-based collaboration solutions

4.3.1.2 Collect requirements and then develop new or enhance existing solutions on the SPO platform including, but not limited to:

· Documenting solution requirements

· Documenting user stories

· Documenting Level of Effort documentation and high-level designs

· Developing mockups for forms, workflow, access and privacy controls, etc.

· Documenting the proposed data model

· Collaborating with and presenting to customers on the development of new and enhancements to existing SPO solutions

· Development, testing, and delivery of new SPO solutions, enhancements, and defect fixes

4.3.1.3 Provision SharePoint site collections, subsites, lists, and libraries and associated Active Directory Security groups and maintain a site registry detailing all sites and their associated URL, business function, and points of contact

5.0 Deliverables

A more detailed description of the deliverable and their associated submission frequencies is specified in individual task orders. The following list presents (but not limited to) the general types of deliverables that will be required on this contract:

Storage Capacity Planning Report Asset Inventory and Management Report System Availability Report System Availability Report (Fiscal Year to Date) Network Drawings COOP Exercise Report Program Status Reports Quarterly Maintenance checklist Monthly Ticket/Service Request Quality Control Report Quarterly Contract Requirement Quality Control Report Monthly Financial Report OIT COOP Plan Information System Contingency Plan (ISCP) for the Information Technology Infrastructure Services General Support System (ITISGSS) Disaster Recovery Plan EOSL Report Periodic Task List Contractor Contact and Staffing Report Major Incident After-Action Report (AAR) SIM After Action Report PBGC Security Posture Summary PBGC Vulnerability Status Report All deliverables shall be provided conforming to PBGC ITSLCM standards.

6.0 Performance Management

The performance of the contractor will be measured and evaluated based on Service Level Agreements (SLAs) comprised of a set of service level metrics with clearly defined acceptable levels of quality (AQL), which will be reviewed and adjusted as required annually. The specific SLAs shall be included in each task order issued under this contract. The performance of the contractor on each task order will be governed by the requirements and procedures defined in the Quality Assurance Surveillance Plan (QASP).

As defined in the QASP, the contractor will be assessed incentives and disincentives based on their measured actual performance against the requirements of the task order-defined SLAs and performance metrics.

image1.png