18-401-SOL-00001_Amendment_3.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE PAGE OF PAGES

1 8

2. AMENDMENT/MODIFICATION NO.

000003

3. EFFECTIVE DATE

11/03/2017

4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicable)

6. ISSUED BY CODE OS-OIG 7. ADMINISTERED BY (If other than Item 6) CODE Office of Inspector General

330 Independence Ave SW

5th Floor

Washington DC 20201

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code) (x)

9A. AMENDMENT OF SOLICITATION NO.

18-401-SOL-00001

x

9B. DATED (SEE ITEM 11)

10/25/2017

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

x The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended, xis not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended , by one of the following methods: (a) By completing

Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted ; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT

THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted , such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

See attached.

Except as provided herein, all terms and conditions of the document referenced in Item 9 A or 10A, as heretofore changed, remains unchanged and in full force and effect .

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

JAMES N. CHESTNUT

15B. CONTRACTOR/OFFEROR

(Signature of person authorized to sign)

15C. DATE SIGNED 16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

16C. DATE SIGNED

NSN 7540-01-152-8070

Previous edition unusable

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA FAR (48 CFR) 53.243

CHECK ONE

Questions and Answers- RFP 18-401-SOL-00001 Amendment 3

Question: Level of Effort. Can you provide a break-down of the number of personnel you need at each location according to labor category?

Answer: As a Fixed Price contract we leave it to the offeror to propose the Labor mix that will support their technical proposal in response to the requirement.

Question: Service Desk Application. Does OIG plan to use Remedy?

Answer: No

Question: Option Task CLIN 0002. Section B.4 references “Optional Tasks”. Can you define what these task are?

Answer: Section C.3 includes the optional tasks

Question: B.1. Section B.1 mentions “facilities, material, supplies and equipment”. Please clarify what the HHS already provides and what HHS expects the vendor to provide.

Answer: Section G.6 includes the items of Government property are furnished to the contractor

Question: What are the current staffing levels?

Answer: 16 Contract personnel.

Question: Reference C.2.2, page 5 of 53- Is it the government’s intention to replace existing systems/technologies?

Answer: The Government is looking for a contractor solution. The contractor may propose a new system to replace the existing system. The government will make a decision based on evaluation criteria.

Question: Can the Government please clarify their definition of the onsite vs. offsite repair request as listed in the optional tasks SLAs?

Answer: On-site: Government’s facility; Offsite: contractor facility

Question: Will the Government provide a pricing spreadsheet template, or are offerors allowed to develop their own spreadsheets?

Answer: Contractors may provide their own spreadsheets adequate to support their proposed

Price/Cost.

Question: What is the ITIL-certified ticketing system currently in use?

Is the current ticketing system provided by the Government or the current contractor?

Does the Government have any Ivanti suite models other than those listed in the solicitation?

Answer: Ivanti (formerly LANdesk) Service Desk 2016/2017. The OIG is currently using Ivanti

Management Suite (formerly LANDesk Management Suite) 2016, Ivanti Security Manager 2016

(formerly LANDesk Suite, and Ivanti (formerly LANDesk) Service Desk 2016; the OIG is in the process of migrating to 2017 versions of all products. The system is provided by the government.

Question: Section C.1.4 says that you have 10 regional offices and Washington DC but the table in section C.1.3 has 11 regional offices. Which one is accurate? How many field offices do you have per regional office?

Answer:

Washington, DC (HQ) *

1. Boston, MA

2.New York, NY

3.Philadelphia, PA

4.Atlanta, GA **

5.Chicago, IL

6. Dallas, TX

7. Kansas City, MO

8. None

9. San Francisco, CA***

*Baltimore is part of HQ

**Miami is part of the Atlanta region

*** Los Angeles is part of the San Francisco region

OIG

Region City State Count

1 HARTFORD CT 9

1 BOSTON MA 99

1 SCARBOROUGH ME 4

1 PROVIDENCE RI 2

1 BURLINGTON VT 1

2 EDISON NJ 7

2 TRENTON NJ 12

2 NEW YORK NY 98

2 ALBANY NY 21

2 BUFFALO NY 3

2 HATO REY SAN JUAN PR 16

3 WASHINGTON DC 8

3 BETHESDA MD 4

3 COLUMBIA MD 6

3 HARRISBURG PA 2

3 PHILADELPHIA PA 102

3 RICHMOND VA 4

3 ROANOKE VA 4

3 CHARLESTON WV 3

4 BIRMINGHAM AL 11

4 MIAMI FL 12

4 TALLAHASSEE FL 10

4 JACKSONVILLE FL 14

4 ATLANTA GA 65

4 SAVANNAH GA 3

4 LEXINGTON KY 4

4 JACKSON MS 3

4 GREENSBORO NC 6

4 RALEIGH NC 12

4 COLUMBIA SC 5

4 NASHVILLE TN 6

5 CHICAGO IL 58

5 SPRINGFIELD IL 9

5 INDIANAPOLIS IN 11

5 GRAND RAPIDS MI 3

5 DETROIT MI 17

5 LANSING MI 8

5 ST PAUL MN 11

5 CLEVELAND OH 6

5 COLUMBUS OH 19

5 MILWAUKEE WI 3

5 MADISON WI 10

6 LITTLE ROCK AR 14

6 BATON ROUGE LA 23

6 OKLAHOMA CITY OK 14

6 DALLAS TX 70

6 HOUSTON TX 20

6 AUSTIN TX 11

6 SAN ANTONIO TX 4

6 MCALLEN TX 3

7 DES MOINES IA 10

7 ST LOUIS MO 8

7 KANSAS CITY MO 62

7 JEFFERSON CITY MO 18

7 ST LOUIS MO 0

7 OMAHA NE 6

7 SIOUX FALLS SD 4

7 SALT LAKE CITY UT 4

7 DENVER CO 15

9 SACRAMENTO CA 10

9 SAN FRANCISCO CA 53

9 CONCORD CA 15

9 MONTEREY PARK CA 6

9 HONOLULU HI 3

9 BOISE ID 2

9 PORTLAND OR 2

9 SEATTLE WA 21

HQ WASHINGTON DC 323

HQ WOODLAWN (Baltimore) MD 41

HQ LARGO MD 15

HQ ROCKVILLE MD 4

LA PHOENIX AZ 4

LA SAN DIEGO CA 13

LA ORANGE CA 50

LA LAS VEGAS NV 3

MIAMI TAMPA FL 15

MIAMI JACKSONVILLE FL 5

MIAMI MIAMI LAKES FL 55

Estimated Federal Total 1637

Estimated Contract Total 300

Estimated Total 1937

Question: In your new configuration, is the expectation that Tier II Helpdesk hands-on services will be co-located at the 10 Regional and 80 field offices?

Answer: The Hands-on services will be co-located at the 10 Regional and HQ offices (excluding field offices).

Question: What is the estimated annual cost for this solicitation?

Answer: Information not available

Question: What is the total value of the Verizon bridge contract (10/1/17-1/31/18)?

Answer: There is no bridge contract in place.

Question: Is there an expectation that any of the current contractor resources will transition to the new contract?

Answer: There is no requirement from the Government that current contractor resources will transition to the new awardee.

Question: Are the DHHS VIPs currently receiving 24 x 7 x 365 services?

Answer: Yes

Question: Does DHHS OIG own or lease the Verizon Virtual Contact Center ITIL certified ticketing system? If leased, are bidders required to include this cost in their proposal, and what is the cost?

Answer: The current service desk is comprised of a virtual call center, for which OIG pays the monthly service fee, and a ticketing system, which OIG owns. Offerors should specify whether they want to use the existing system, or propose an alternate system and include the cost in their proposal.

Question: Are there any Apple Computer Devices that the Contractor will be required to provide Tier I and Tier II support?

Question: Does OIG intend that the contractor supply an ITIL compliant ticketing system – including both platform and business process? Verizon Virtual Contact System (VCC) is based on inContact which is a customer relationship management/issue management service that does not support ticketing.

Answer: Offerors should specify whether they want to use the existing ticketing system, or propose an alternate system and include the cost in their proposal.

Question: What is the status of OIG’s self-service and on-line catalog? Where is it hosted? Is there a desire to migrate to the ITIL compliant ticketing system?

Answer: The OIG is in the process of configuring a self-service catalog in the ticketing system, which is housed in the HHS data center.

Question/Answer: Does OIG intend for the contractor to perform operations and maintenance support on the following list of platforms or is OIG’s intent for the contractor to simply manage end-user usage of these platforms?

Answer:

a. Storage platforms – NetApp and Nimble - No

b. Checkpoint VPN – Yes (Tier 1 support)

c. Kiteworks - Yes (Tier 1 support)

d. Network printers – Yes

Question: If the later, are O&M or support contracts in place and do they support contracts include service agreements?

Answer: Information not available

Question: Is there a requirement to support projects with engineering resources? If so, how many concurrent projects will need support? Please describe an average project.

Answer: No

Question: Please provide a list of mobile devices, IT equipment (with firmware level for laptops/workstations) requiring support by site, IT inventory (and forward deployed inventory) by site, number of OIG personnel by site and number of VIPs by site (other than the HQ site).

Answer: Users at each site have one laptop with peripherals and one iPhone. VIPs are currently only at HQ site.

Question: Is the requirement for maintaining up to date Certification & Accreditation documentation intended to support the ISSO function for the systems supported by this contract? If so, how has the CISO defined the systems requiring ISSO support by this contract, and what are the system boundaries?

Answer: Only if using contractor proposed alternate to current ITIL Service Desk product.

Question: Does Verizon Virtual Contact Center have an ATO? If not, was a System Test and

Evaluation (ST&E) required?

Question: Please confirm that the requirement for understanding OIG’s security requirements has to do with the statement from C.1.4, and not any additional OIG security requirements.

Answer: Additional information provided to awardee.

Question: Would the Government confirm that the “three parts” referenced on page 46 refer to 3 separate electronic volumes? Based on the Technical Proposal factors on page 47, is “Past

Performance Information” meant to be included in the “Technical Proposal”?

Answer: Past Performance may be submitted separate from the Technical Proposal and does not count against the Technical Proposal page limit.

Question: Would the Government kindly provide an estimated start date for the base period?

Answer: Anticipated award/start date 12/31/2017. This date is an estimate. Start date is immediate upon award.

Question: How many gold images will the offeror be required to update and maintain?

Answer: One Image

Question: The RFP states that the number of tickets may decrease “once tools such as a Self-

Service catalog and Knowledge Base are implemented.” Would the contractor be responsible for implementing these tools?

Answer: Yes.

Question: Can the Government clarify what they mean by an “ITIL-certified” ticketing system?

Answer: IT Service Management (ITSM) applications/Tools.

Question: On page 4, the government notes that Contractors should provide support for

"Government Furnished Equipment (GFE) workstations, laptops, tablets, cellular wireless devices, approved networked and locally connect peripherals, operating systems, drivers, all approved software applications, shared drives, and other enterprise services." How many pieces of equipment are there for each category in the referenced sentence?

Answer: Users at each site have one laptop with peripherals and one iPhone.

OS: Windows 10 MDM: Airwatch

Question: The RFP states “The Contractor identified and documented in this PWS all applicable SLA exclusions such as System outages and maintenance.” Would the Government clarify the meaning of this statement?

Answer: The contractor can identify the SLA exclusions. The government reserves the right to change, add and or remove them.

Question: Will the contractors allocated to support the regional offices be required on site at the regional offices full time or will travel be allowed from the HHS Headquarters in

Washington, D.C.?

Answer: Yes. The support in the Regional offices is full time. Travel cost is not reimbursable.

Question: Will the close date be extended?

Answer: The Government does not anticipate extending the date for response at this time.

Administrative notes:

Section L.4 NOTICE OF SET-ASIDE is deleted.

Section L.10.7 is deleted.

All references to task order, IDIQ or Small Business set-aside found in this RFP are deleted.

This is a Full and Open competition.

Amendment 4 to follow as needed.

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