18-401-SOL-00001.pdf

PDF 1000 KB Posted Oct 25, 2017

Attached to: Service Desk Services and End-User Support Services Federal contract opportunity
Solicitation number: 18-401-SOL-00001
Issued by: Department of Health and Human Services Office of the Inspector General

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RFP 18-401-SOL-00001

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18-401-SOL-00001_Amendment_7.pdf	PDF	Nov 14, 2017
18-401-SOL-00001_Amendment_4.pdf	PDF	Nov 7, 2017
Attachment_Amendment_4_18-401-SOL-00001.pdf	PDF	Nov 7, 2017
18-401-SOL-00001_Amendment_3.pdf	PDF	Nov 3, 2017
18-401-SOL-00001_Amendment_2.pdf	PDF	Oct 31, 2017

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SOLICITATION, OFFER AND AWARD

1. THIS CONTRACT IS A RATED

ORDER UNDER DPAS (15 CFR 700)

RATING PAGE OF PAGES

1 53

2. CONTRACT NUMBER 3. SOLICITATION NUMBER

18-401-SOL-00001

4. TYPE OF SOLICITATION

SEALED BID (IFB)

X NEGOTIATED (RFP)

5. DATE ISSUED

10/24/2017

6. REQUISITION/PURCHASE NUMBER

OIG209972

7. ISSUED BY CODE OS-OIG 8. ADDRESS OFFER TO (If other than Item 7)

Office of Inspector General

330 Independence Ave SW

5th Floor

Washington DC 20201

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

9. Sealed offers in original and

SOLICITATION

1 copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if hand carried, in the depository located in until 1400 ET local time

(Hour)

11/13/2017 (Date)

CAUTION: LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and conditions contained in this solicitation.

10. FOR

INFORMATION

CALL:

A. NAME

JAMES N CHESTNUT

B. TELEPHONE (NO COLLECT CALLS) C. E-MAIL ADDRESS

james.chestnut@oig.hhs.go v

AREA CODE

NUMBER

708-9749

EXT.

11. TABLE OF CONTENTS

(X) SEC. DESCRIPTION PAGE(S) (X) SEC. DESCRIPTION PAGE(S)

PART I - THE SCHEDULE SEE ATTACHED PART II - CONTRACT CLAUSES

A SOLICITATION/CONTRACT FORM I CONTRACT CLAUSES

B SUPPLIES OR SERVICES AND PRICES/COSTS PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

C DESCRIPTION/SPECS./WORK STATEMENT J LIST OF ATTACHMENTS

D PACKAGING AND MARKING PART IV - REPRESENTATIONS AND INSTRUCTIONS

E INSPECTION AND ACCEPTANCE

REPRESENTATIONS, CERTIFICATIONS AND

OTHER STATEMENTS OF OFFERORS

F DELIVERIES OR PERFORMANCE

G CONTRACT ADMINISTRATION DATA L INSTRS., CONDS., AND NOTICES TO OFFERORS

H SPECIAL CONTRACT REQUIREMENTS M EVALUATION FACTORS FOR AWARD

OFFER (Must be fully completed by offeror)

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

12. In compliance with the above, the undersigned agrees, if this offer is accepted within calendar days (60 calendar days unless a different period is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

AWARD (To be completed by government)

19. ACCEPTED AS TO ITEMS NUMBERED 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION:

10 U.S.C. 2304 (c) ( ) 41 U.S.C. 253 (c) ( )

23. SUBMIT INVOICES TO ADDRESS SHOWN IN

(4 copies unless otherwise specified)

ITEM

24. ADMINISTERED BY (If other than Item 7) CODE 25. PAYMENT WILL BE MADE BY CODE

26. NAME OF CONTRACTING OFFICER (Type or print)

JAMES N. CHESTNUT

27. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

28. AWARD DATE

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

AUTHORIZED FOR LOCAL REPRODUCTION

Previous edition is unusable

STANDARD FORM 33 (Rev. 9-97)

Prescribed by GSA - FAR (48 CFR) 53.214(c)

13. DISCOUNT FOR PROMPT PAYMENT

(See Section I, Clause No. 52.232.8)

10 CALENDAR DAYS (%) 20 CALENDAR DAYS (%) 30 CALENDAR DAYS (%) CALENDAR DAYS (%)

14. ACKNOWLEDGEMENT OF AMENDMENTS

(The offeror acknowledges receipt of amendments to the SOLICITATION for offerors and related documents numbered and dated):

AMENDMENT NO. DATE AMENDMENT NO. DATE

15A. NAME

AND

ADDRESS

OFFEROR

CODE

FACILITY 16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER

(Type or print)

15B. TELEPHONE NUMBER 15C. CHECK IF REMITTANCE ADDRESS

IS DIFFERENT FROM ABOVE - ENTER

SUCH ADDRESS IN SCHEDULE.

17. SIGNATURE 18. OFFER DATE

AREA CODE NUMBER EXT.

mailto:james.chestnut@oig.hhs.go

SECTION B - SUPPLIES OR SERVICES AND PRICES/COSTS

B.1 BRIEF DESCRIPTION OF SERVICES

The Contractor shall furnish the necessary qualified personnel, facilities, material, supplies, equipment, and services in accordance for the effort titled Service Desk Services and End-User Support Services. The

Contractor shall fulfill the work requirements in accordance with the Performance Work Statement

(PWS), Section C. All support services provided to the Government shall be performed by Contractor employees or personnel otherwise retained by the Contractor.

B.2 TYPE OF CONTRACT

The contract type to be awarded is a FIRM FIXED PRICE

B.3 SEVERABLE SERVICES

The services acquired under this contract are severable services. Funds are only available for use for the contract line item (CLIN) to which they are obligated. Unused funds from one CLIN may not rollover for use in other periods.

B.4 CONSIDERATION AND PAYMENT

In consideration of satisfactory performance of the work as described throughout this contract, the

Contractor shall be paid a fixed price for each CLIN (if exercised). If the options are exercised, funding will be obligated by modification to the contract. The base period and option periods are priced as follows:

CLIN Contract Period Period of Performance Fixed Price

0001 Base Year: Required Tasks TBD $

0002 Base Year: Optional Tasks TBD $

Base Year Sub-Total

1001 Option Year 1: Required Tasks TBD $

1002 Option Year 1: Optional Tasks TBD $

Option Year 1 Sub-Total

2001 Option Year 2: Required Tasks TBD $

2002 Option Year 2: Optional Tasks TBD $

Option Year 2 Sub-Total

3001 Option Year 3: Required Tasks TBD $

3002 Option Year 3: Optional Tasks TBD $

Option Year 3 Sub-Total

4001 Option Year 4: Required Tasks TBD $

4002 Option Year 4: Optional Tasks TBD $

Option Year 4 Sub-Total

Base Year $

Option Year 1 $

Option Year 2 $

Option Year 3 $

Option Year 4 $

TOTAL Potential Value inclusive of all CLINS $

SECTION C - DESCRIPTION/SPECIFICATIONS/PERFORMANCE WORK

STATEMENT

SERVICE DESK SERVICES AND END-USER SUPPORT SERVICES

C.1 GENERAL

This is a non-personnel services contract to provide Service Desk Services and End-User Support

Services. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

C.1.1 Description of Services/Introduction

The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Service Desk Services and

End-User Support Services as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

C.1.2 Background

The Inspector General Act establishes the initial statutory authority and responsibilities for the OIG. The

OIG mission is to improve HHS programs and operations and protect them against fraud, waste and abuse. By conducting independent and objective audits, evaluations, and investigations, we provide timely, useful, and reliable information and advice to Department officials, the Administration, Congress, and the public.

The Office of Inspector General (OIG) at the Department of Health and Human Services (DHHS) consists of 6 components – Office of Audit Services (OAS), Office of Evaluation and Inspections (OEI), Office of

Counsel to the Inspector General (OCIG), Immediate Office (IO), Office of Management and Policy

(OMP), and Office of Investigations (OI). Service Desk activities are managed within OMP through the

Office of Information Technology (OIT) divisions, Operations Management Division (OMD). This requirement is to provide IT support for the Service Desk Branch within the Office of Information

Technology (OIT) of the Department of Health and Human Services’ Office of the Inspector General

(OIG).

OIG is a geographically diverse organization. The approximately 1,900 OIG federal staff and contractors are distributed throughout the United States in the headquarters at Washington, DC, 10 regional offices and over 80 field offices. The Service Desk branch is responsible for providing service desk services, end user support, devices and productivity tools to all OIG personnel. Service Desk staff report to the Service

Desk Manager in the OIG headquarters office, and are located in Washington, DC, and in regional offices across the country. The Service Desk supports the geographically diverse structure and the increasingly mobile nature of OIG’s workforce. OIG expects to improve the service delivery to end-users across the components, reduce the resolution time of customer incidents and fulfillment requests.

C.1.3 OIG Office

OIG has offices in the following Regional Office locations:

HQ/Regional Office

Washington, DC (HQ) Boston, MA (I)

New York, NY (II) Philadelphia, PA (III)

Atlanta, GA (IV) Chicago, IL (V)

Dallas, TX (VI) Kansas City, MO (VII)

San Francisco, CA (IX) Miami, FL

Los Angeles, CA Baltimore, MD

C.1.4 Scope

Service Desk Services: Provide Service Desk Support to the OIG headquarters personnel, OIG executive staff members, OIG government employees, and OIG contractors. The core hours for non-

VIP support are Monday to Friday from 7AM to 7PM, Local Time (excluding Federal holidays).

About 50 users in the Washington Office are considered VIPs and incidents they report should be treated as Critical. Service Desk staff will be required to provide 24x7x365 phone support to VIPs.

Section C.4 includes the details of the Service Level Expectations.

End-User Support Services: Provide End-User Services 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. The service shall include execute, deliver, monitor, and manage desktop operating system and software patching to support Federal Information Security Management

Act (FISMA) compliance. The services shall include the installation, distribution, and movement of all systems and services, as well as additions and changes necessary to maintain, upgrade, install/reinstall, inventory, document, and dispose of hardware and software in accordance with

Government Security Standards to include DISA STIG hardening baseline, NIST standards and comply with FISMA requirements. The contractor shall make all necessary arrangements to provide

End-User services support to all users that are located in the headquarters at Washington, DC, 10 regional offices and over 80 field offices.

C.2 SPECIFIC REQUIRED TASKS:

C.2.1 Basic Services

The contractor shall be responsible for operations and maintenance of OIG’s Operation General Support

Systems (OSGSS). The contractor shall follow ITIL best practices and IT Service Management (ITSM).

The activities shall include:

Logging and tracking service requests through the lifecycle of tickets.

Operational support of all end points (workstations, mobile phones, printers and scanners).

Managing assets related to the above endpoints and ensuring that they are tracked accurately per HHS

Policy in the Department’s Asset Management System.

Keep Certification and Accreditation documentation up to date.

C.2.2. Service Desk Operations Requirements

Task # Description

Service Desk Operations

OIG has a tiered service desk system that handles requests for IT support nationwide. Requests for service are received by phone, email or using a Self-Service Portal from OIG personnel across the country. All service requests must be logged as tickets and tracked using an ITIL certified ticketing system. The contractor shall propose, plan, implement, and manage an integrated IT Service

Management (ITSM) system and an IT end-point management system.The system shall provide efficiency and improved user experience by implementing process automation, self-provisioning, self-service offerings, knowledgebase and comprehensive service catalogs, asset inventory and patching and software deployment.

The contractor shall be resourced to support approximately 4,400 tickets per month, of which approximately 1,500 are received via phone, resulting in an incident, service request, or information request. The number of tickets may increase during OIG-wide software upgrades or deployments of other tools, or may decrease once tools such as a Self-Service catalog and Knowledge Base are implemented.

The contractor shall be responsible for the overall operation of the ticketing system. This includes staffing Intake Team and an Automation-Tier 1 Team (described under End User Devices Support).

Responsibilities for these teams include:

1.0 Create Tickets for Service Requests received by Phone and Email.

Ensure completeness of all tickets entered in an ticketing system, classify and forward to the appropriate team.

Ensure that voice greetings, menu choices, alerts, and notifications are fully functional and accurate.

Handle All PIV activation and PIN Reset Requests.

Perform a Health Check of OIG Systems twice a day.

Replace Printer Consumables as needed.

Create New User in Active Directory.

Manage User Profiles in Active Directory.

Update Global Address List Information (location, phone number, group membership)

Escalate any tickets that cannot be resolved at the Tier 1 level to the Tier 2 technicians and monitor for status and then close ticket when resolved.

Report all known service disruption, outages, and errors and manage and track all tickets for outages and on-gong issues.

Service Request Management

2.0 Service Desk staff shall possess and demonstrate sound customer service and telephone skills, attention to detail, and a desire to provide outstanding customer support. Service Desk Staff shall identify themselves by name and answer calls promptly and courteously.

Service Desk staff shall create, manage, and use troubleshooting or problem-isolation scripts to expedite and facilitate identification and resolutions of known issues.

Service Desk staff shall manage entire ticket life cycle of all IT technical problems, issues, requirements, as well as other requests recorded in the service desk system.

This includes ticket closures after service-provider’s service level agreements

The contractor shall monitor the service desk queues in compliance with the SLAs.

First Call Resolution

3.0 The Service Desk represents the technical staff capable of performing First Call

Resolution (FCR) for Incidents and Service Requests, performing advanced remote troubleshooting and fault isolation, and dispatching/escalating Incidents and Service

Requests required for further desk side support. The contractor shall use solutions that enable higher first call resolution and reduce volume of tickets dispatched for the Tier-2 team.

Service Desk Staff shall develop a list of incident types that can and should be resolved upon first contact with the customer (the FCR Incident and Service

Request List).

Service Desk Staff shall obtain Government approval of the FCR comprehensive list per Deliverable schedule and use the list to operate and manage the Service Desk.

Service Desk Staff shall revisit and revise the FCR Incidents and Service Request list per Deliverable schedule to ensure optimal coverage and accuracy.

C.2.3 End-User Support (Service Desk’s Tier 1 and Tier 2 Support)

The contractor shall staff the Service Desk’s Tier 1 and Tier 2 Team at headquarters and all regional offices. Responsibilities for this team include but are not limited to the following:

Incidents

4.0 Break Fix - Problem with Scan and Print Devices

Provide Access to Scan and Print Devices

Request New Peripheral (Keyboard, Mouse, Monitor, Docking Station, Camera, Speakers, Headset)

Break Fix - Problem with Peripheral (Keyboard, Mouse, Monitor, Docking Station, Camera, Speakers, Headset)

Provide Access To Storage (Shared Drives, One Drive)

Break Fix - Problem with Storage (Shared Drives, One Drive)

Provide Access To Secure File Transfer

Break Fix – Problem with Secure File Transfer

Provide Access To VPN

Break Fix – Problem with VPN

Break Fix –Problem With Workstation

Provide a Loaner Workstation

Replace Hardware/Software as necessary

Coordinate on-site repair of workstations under Warranty

Break Fix – Problem with Mobile Phone

Break Fix – Software application not working properly.

Service Requests

5.0 Software Distribution

Install COTS Software (Visio, Project, etc.). Time frame for installation will be determined by user stated urgency

Install Software Packages approved for distribution by the CCB which include new software as well as new versions of installed software. Time frame for installation will be determined by the CCB on a per-package basis.

6.0 Workstation Setup

Install OIG image on laptops, workstations, and tablets.

Top off with component specific software applications.

Encrypt Laptop, – CheckPoint

Notification of on-boarding will come from OIG’s people management system

(ATA) by email

Workstation must be ready at least one business day before person reports for duty

Setup workstation in user’s assigned workspace or ship the devices to the end-user’s locations

Coordinate on-site repair of workstations under Warranty. Should be treated as an incident if it impacts user’s ability to perform duties.

Maintain a small inventory of spares at the HQ.

7.0 Mobile Phone

Configuration is done by user. Service Desk needs to make sure the user is presented with the link to the setup/user guide (or receive hard copy) before they receive their device. If the user has an issue with the setup not working then they call the service desk to fix the issue.

Maintain a pool of loaner mobile devices.

On-Going Activities

8.0 Execute Shutdown and Power up procedures of network equipment in response to

GSA/Facility Shutdown Notifications.

Maintain Scan and Print Devices used by executives in Headquarters.

Maintain pool of loaner workstations, for temporary use when a workstation needs to be repaired or is required for travel.

Quarterly updates to Workstation Image.

Patch Failure Resolution.

Ensure that no workstation has critical, high or moderate vulnerabilities over 30 days old.

Ensure that all workstations report inventory and vulnerability scan to the End Point

Management System at least once in 30 days.

Ensure that all Office Functional Patches are up-to-date to support O365 applications.

Asset Management includes using the HHS Property Management Information

System (PMIS) to maintain an up-to-date inventory for all IT assets.

Store room management of assets; receiving, tagging, stocking of new equipment in store room(s) and maintaining orderliness. Equipment includes monitors, docking stations, workstations, cables, mobile phones and accessories (chargers, cables and cases), keyboard, mouse, headsets, etc.

Ensure that OIT Assets are Tagged and Recorded in PMIS whenever there is a change in ownership

Prepare reports for management review on the status of OIG IT equipment as required or requested.

Perform a yearly physical inventory of all OIG IT equipment at Headquarters, regional and field offices and update the HHS property management system (PMIS) with the most current information. Each year the inventory should begin no earlier than January 1 and is to be completed no later than June 30. Coordinate with the

OIG Property Accountable Officer before starting inventory.

Provide decommission and disposal services for all equipment. The services must comply with HHS OIG’s disposal requirements. The Contractor must provide a certification of sanitization. The Contractor shall provide certification for each item that is degaussed and certification must be current. Techniques used to sanitize media must be appropriate to the media type and must be in accordance with NIST

Special Publication 800-88 and NSA guidelines

Reports: The contractor shall provide the following reports o Monthly performance report o Disposal Services Weekly Report o Certification of Sanitation Weekly Report o Asset Delivery Report o Other Reporting Requirements

9.0 Knowledge Management System

The contractor shall use, update and contribute in the capture of knowledge items within the government provided knowledge management system. The information captured shall help staff members quickly identify incidents and service requests and their associated remedies or solutions. All new or un-documented incident resolution details shall be added to the

Knowledge Management System(s) within ten business days of documented solution. The contractor shall review all resolution details and edit them, as necessary, to ensure that the most usable and comprehensive data is available for future incident resolvers.

End-User Computing Devices Management

10.0 The contractor shall plan, create, install, maintain, patch, and administer Desktop Operating

System (OS). The contractor shall possess proficiencies with installing, maintaining, and administrating, and delivering end-user computing devices. The contractor shall configure and install desktop hardware, approved software, and systems. The contractor shall provide the distribution of computing devices to OIG end users. Verify and update, if necessary, the inventory of all assets during installation, de-installation, and maintenance activities. All hardware assets deployed shall be properly documented and tagged, and signed for by the end user.

11.0 Image Life Cycle Management: Provide a complete desktop configuration management solution, including build image design & management.

Image and Patch Management: the contractor shall develop, test, and maintain the gold

Window images . The contractor shall be responsible for developing and maintaining the

SOP for installing images and topping off with software applications.

12.0 Tech Refresh of User Workstation

The contractor shall replace all E7000 series Dell laptops with laptops procured by OIG.

Each machine shall be configured with the standard OIG image, and component specific software. The contractor shall also migrate data from the old workstation and install any special software that the user had installed on the old workstation. The OIG’s next refresh cycle is October 2018

Base year: There are 300 laptops that will be out of warranty and need to be replaced by October 2018. The refresh rate for the first year shall be at 15 % or higher. Deliberately damaged, lost or stolen laptops should be replaced.

Option years: The refresh rate for the option years should be at 33% or higher. There are 1,700 laptops that will be out of warranty by June 2019.

C.3 OPTIONAL TASKS

OIG intends to acquire Managed Desktop Services by initially transitioning services from incumbent contractors in the current government-owned, contractor-operated (GO-CO) environment, then transitioning to a contractor-owned, contractor-operated (CO-CO) environment. In the CO-CO environment, the contractor shall provide the following service features which must be done in an environmentally sustainable manner in conjunction with the Federal Information Security Management

Act of 2002 (FISMA) (Title III, E-Government Act of 2002, Pub. L. No. 107-347, pages 48-63). All products must be Section 508 compliance. The govermenet will provide all required software and licenses.

1.0 OIG Specific Catalog

The contractor shall establish, and maintain an OIG specific catalog for the OIG users to browse, select and order the computer hardware including laptops, monitors, keyboards, mice, and peripherals and accessories. The solution shall be the Government-wide Strategic

Solution for Desktops and Laptops Ordering System through NASA SEWP with maxium price discounts. Authorization as a buyer under this contract shall be done in compliance with FAR 51.101, 51.102, 51.103 & 51.107. For additional information go to https://www.sewp.nasa.gov/ordering.shtml#WHO

2.0 Product Life Cycle Management (Warehouse Storage, Receipt, labeling, and Delivery)

The contractor should have secure and insured warehouse spaces and shall be capable of holding and imaging the devices required. Some spare devices will need to be stored onsite at the headquarters or at the regional offices, to account for emergencies.The Contractor shall be required to verify receipt and condition of all items received. In-warehouse inventory reporting shall be provided to the Government by the Contractor. The contractor shall apply bar code label to the underside of every laptop, the top of every desktop, and the back of every monitor purchased. The label shall include the date delivered to HHS OIG, the date of the warranty expiration, and the OIG Switchboard contact information

The Contractor shall provide a complete deployment/ delivery solution to the end-users.

The solution must be in compliance with the SLAs.

C.3.1 OPTIONAL TASKS: SERVICE LEVEL AGREEMENTS

The Contractor will adhere to the following service level agreements. The service level agreements below shall include Services, Deliveries, and Warranty Repairs. The Contractor will meet on a monthly basis with the COR to review performance against SLAs.

Impact Response Time Resolution Time Threshold

Onsite repair request 4 hours 1 business day 97%

Offsite repair request 4 hours 1 business day 97%

Standard delivery request 4 hours 3 business days 97%

Expedited delivery request 4 hours 1 business day 99%

Pick Up Surplus request 4 hours 5 business days 97% https://www.sewp.nasa.gov/ordering.shtml#WHO

Surplus Processing N/A 5 business days 100%

C.4 SERVICE LEVEL EXPECTATIONS

This section describes the service level expectations for incidents and service requests related to OIG systems listed in C.7.

C4.1 Incidents

Per ITIL 2011, an incident is an unplanned interruption to an IT Service or a reduction in the Quality of an IT Service, or the failure of a Configuration Item that has not yet impacted Service.

Incidents are to be prioritized based on the size, scope and complexity of the Incident and the Impact on

OIG operations, and the Urgency with which resolution is required to restore Operations as described below:

Impact

Impact is a measure of business criticality of an Incident. The Impact of an Incident is usually closely tied to the extent to which the incident leads to a degradation of an OIG service relative to the agreed upon service levels. In most instances, the extent of systems affected and/or the number of users affected will dictate the scope of the Impact.

Impact Level Impact Definition

Extensive/Widespread

Outage to Business Critical System (O365, VMWare AirWatch, Local Area Network, Wide Area Network) and/or

Multi Site Impact and/or

Incident impacts a significant number of users (over 50 OIG

Users)

Significant/Large

Performance Degradation of Business Critical Systems or

Services, and/or

Outage of Non-Critical Business System, and/or

Incidents with an impact population of more than 20 but less than 50 OIG users

Moderate/Limited

Performance Degradation to Non-Business Critical Systems and/or Services, or

Incidents with an Impact population of more than 5 but less than

20 OIG Users

Minor/Localized Impact restricted to a single field office or no more than 5 users

Urgency

Urgency is a second measure which indicates the speed required to achieve resolution or the extent to which OIG can bear delay in the resolution of any specific Incident. VIP status as indicated in the approved / VIP list may also influence the Urgency status.

Urgency Level Urgency Definition

Critical

Response includes an immediate and sustained effort using any and/or all available support resources as required until the Incident is resolved and/or

Third party vendor support required and/or

Customers are unable to work and no work around is available

High Required support teams respond immediately, assesses the current situation and

Urgency Level Urgency Definition may require assistance from other support staff working lower priority Incidents /

Service Requests to assist in timely restoration of OIG services and/or

Affected OIG users require expedited restoration of service, but can bear minimal delays and/or

Affected OIG users may or may not have a work around available or workaround may only provide partial relief

Medium

Required support teams respond using standard procedures and operating within normal operational /management structures and

OIG Users have a work around available, workaround provides partial relief to address impacts to non-critical functions/services, delays in resolution are not acceptable

Low

Required support teams respond using standard procedures and operating within normal supervisory management structures and

OIG users may be inconvenienced, but a suitable workaround is available to allow

OIG users to continue working, or a delay in resolution is considered acceptable

Note: all service requests will initially be classified under this urgency categorization

C.4.2 Service Requests

Service requests considered part of Operations and Maintenance Activities are listed under the relevant task along with the expected service time for these service requests. The lists are not exhaustive, and will be expanded or modified as necessary during the performance period. Specific service requests may be expedited by the Service Desk Deputy Director or delegate.

C.4.3 Response Levels

Response Level is defined as the sequence in which Incidents and Requests are to be worked. Based on the combination of assigned Impact and Urgency, the Response Level is calculated as shown in the table below with “Critical” being the highest Response Level and “Low” being the lowest. Within the Ivanti

(formerly LANDesk) Service Desk ticketing system, a standard weighting is assigned to each combination of Urgency and Impact. The overall Response Level can be adjusted by increasing or decreasing this weighting without having to modify the actual Impact and Urgency values. VIP Status, which is based on organizational hierarchy (e.g. Director, Assistant Director, etc.), will be considered when determining Response Level (weighting) of any Incident and will also be based on the sensitivity designation assigned within the Ivanti Service Desk ticketing system. VIP users identified and marked as

Level 1 in the Ivanti Service Desk ticketing system User Profile will be processed in accordance with the service levels identified for a Critical Response Level.

Response Level Model

Urgency

Critical High Medium Low

Im p ac t Extensive/Widespread Critical

High

Medium

Low

Significant/Large High

Medium

Low

Moderate/Limited High Medium Low Low

18 13 8 3

Minor/Localized Medium

Medium

Low

C.4.4 RESOLUTION TIMES

Based on the Response Level classification, the OIG Service Desk will begin working on the issue within the target timeframes identified in the table below, and will escalate the call as necessary to meet the target max escalation times so as to allow Tier 2 or Tier 3 and other operational support activities sufficient time to address the issue if the OIG Service Desk is unable to do so. Exceptions may apply for specific applications and will be documented in an individual application detail, also to be noted as an appendix to this document.

Response

Level

Classification

Response

Time

(Tier-1

SD)

Target Response

Time

(Tier 2 and higher)

Resolution Time

(based on operation hours of

7 am to 7 pm)

Critical < 30 minutes 30 minutes < 4 hours

High < 30 minutes 1 hour < 12 hours

Medium < 30 minutes 4 hours < 36 hours

Low < 30 minutes 9 hours < 72 hours

The OIG Service Desk will utilize the ITIL certified ticketing system and will remain the owner of all incidents and track the same through to resolution; however, the OIG Service Desk cannot be held responsible for instances where resolution times are exceeded through no fault of OIG Service Desk staff

(or the staff to which the ticket has been escalated). The OIG Service Desk will coordinate with Tier 2 and 3 Staff to identify tickets that would be considered an exception to expected resolution times. These exceptions will be reviewed on an as needed basis to ensure that the overall exemption from expected resolution times remains valid.

C.5 OIG SYSTEMS

Tasks in this RFP pertain to the ongoing operations and maintenance of the following current OIG

Systems, as well as for the planning and execution of new projects that aim to modernize and streamline services provided by these systems.

System & FIPS

Classification Services Description Additional Notes

System & FIPS

Classification Services Description Additional Notes

Office Automation

GSS (OSGSS)

FIPS-Moderate

End User Devices

Provide secure lifecycle management of end user workstations, mobile devices and suite of productivity tools.

Ensure secure access to OIG network, internet, scanners and printers, video-teleconferencing, and networked data storage. The suite of tools includes common applications such as email, word processor, spreadsheet, time keeper (ITAS), etc. as well as specialized applications determined by the user’s component.

Every OIG employee and contractor is issued at least one workstation which is a laptop.

Installed on each workstation is a suite of productivity tools common across OIG and some tools that are specific to the person’s component.

Skype for

Business 2016

Provide capability for OIG staff to conduct internal meetings and training using the Skype software installed on all OIG laptops.

Service Desk

Provide an ITIL based unified service desk to OIG users for technology deployed across the organization.

Requests are received by phone, email or, the self-service portal.

Core business hours:

7AM -7PM

Service requests will be acknowledged within ½ hour of receipt during core business hours

After hours:

Calls received will be acknowledged within 1 hour of receipt.

Goal is for 96% first call resolution.

C.6 TECHNOLOGIES (TRM)

The table below lists the key technology areas used by OIG’s systems listed in C.5. This list is not all-inclusive and is subject to change based on decisions made by the OIT management.

System Sub-System Standards/Technologies/Protocols/Tools

Messaging O365 (Outlook, OWA, Skype)

Remote Access CheckPoint EndPoint VPN

Secure File Transfer Kiteworks

O365 (One Drive)

Office Automation GSS End User Devices Ivanti IT Asset Management 2017

(ITAM) (formerly LANDesk)

Ivanti Endpoint Manager 2017 (formerly

LANDesk Management Suite)

Ivanti Security Manager 2017 (formerly

LANDesk Suite)

Check Point EndPoint Blades (Full Disk

Encryption, VPN, Anti-Malware, Firewall, Removable Media Protection, Application Control)

Windows 10

Dell Laptops

Mobile Devices

Skype for Business 2016 Skype

Service Desk ITIL certified ticketing system

Verizon Virtual Contact Center (VCC)

C.7 SERVICE LEVEL AGREEMENTS

Below table list the Service Levels, which are based on Key Performance Indicators. The contractor is expected to implement processes, controls and reporting necessary to either meet or exceed them.

The Government reserves the right to change, add and/or remove service levels to extend those changes produce meaningful information to the Government, and its review of contract performance. All service level changes will be executed through normal contracting channel including Contract input.

The Contractor identified and documented in this PWS all applicable SLA exclusions such as System outages and maintenance. Exclusion shall define instances or characteristics outside control of the

Contractor that may, if not excluded, affect compliance with SLAs. Exclusions that are not explicitly documented in the PWS must be approved in writing by the COR.

The contractor shall either meet or exceed the performance requirements. All SLAs will be discussed at the quarterly Program and monthly Performance meetings. The COR may add, modify, and delete SLAs as required through a bi-lateral modification. The contractor’s approach shall incorporate industry standards and best practices and include the following:

Service level (SL) measurements shall be made by the contractor on an ongoing daily basis. The results shall be reported on a monthly basis

All SLAs are calculated by day differentiating business days, holidays, government closures, and weekends unless otherwise specified.

The Government’s initial target performance requirements are shown in the below table.

The Contractor may recommend formulas for calculating each SLA.

The Contractor must identify and submit all proposed SL exclusions and the exclusion methodology per SLA.

Service Level Agreements (Call Center Operations)

Item Service Category Service Level Service Level Description Target Level

CC-1

Call Center

Response

Average time to answer phone

Average length of time a customer is waiting in hold queue before reaching a Service

Desk representative

Measured during the period 7am

– 7pm EST, Monday to Friday excluding federal holidays.

Exclusions: None

=> 90 % answered within

30 seconds

CC-2

Call Center

Response –

Incidents

First Contact

Resolution

(FCR)- Incidents

Percentage of customer’s incidents resolved at the service desk during customer’s first contact with Service Desks. This consists of all issues captured as

Incident tickets that qualify for

First Call Resolution.

=> 70% of eligible calls taken

Service Level Agreements (Call Center Operations)

Exclusions: the tickets are submitted via emails and the portal

CC-3

Call Center

Response –

Requests

First Contact

Resolution

(FCR)- Requests

Percentage of customer’s requests resolved at the service desk during customer’s first contact with Service Desks. This consists of all issues captured as request tickets that qualify for

First Call Resolution.

Exclusions: the tickets are submitted via emails and the portal

=> 70% of eligible calls taken

Service Level Agreements (Service Desk Operations)

Item Service Category Service Level Service Level Description Target Level

SD-1 Service Desk

Response

Aged Backlog-

Requests

Percent of Service Desk Ticket opened and unresolved greater than 72 business hours. This includes all Service Request

Category tickets, does not include incidents. Time starts when ticket is received by the

Service Desk. Time stops when ticket resolved.

The clock is paused for tickets that are pending for IA or

Management approval or

"Awaiting Form Submission", “With Customer”, “Monitoring” or “With 3rd Party” status

=< 5% of ticket opened 98% of

Formula: Aged backlogs > 60 hours versus all Service Request tickets =< 5%, 98% of the time measured daily for the previous month.

Exclusions: exclude the New

Hires / Terminations requests

Tickets in the categories:

“Project”, and “Duplicate

Requests”

SD-2 Service Desk

Response

Aged Backlog-

Incidents

Percent of Service Desk Ticket opened and unresolved greater than 60 business hours during the reporting period as compared to total service desk incidents opened during the month. This includes all Service Incident

Category tickets, does not include requests tickets. Time starts when ticket is received by the Service Desk. Time stops when ticket resolved.

Management approval or

"Awaiting Form Submission", Formula: Aged backlogs > 72 hours versus all Incident tickets

=< 2% , 98% of the time measured daily for previous month.

Exclusions: Tickets in the categories: “Project”, and

=< 2% of tickets opened, 98% of

“Duplicate Incidents”

SD-3 Service Desk

Response

Average Time to

Update “In-

Progress” Tickets

(Incidents &

Requests)

Percentage of tickets updated while in a status that does not stop the SLA clock

Formula: Total number of tickets in “In-progress” that have the last updated within 12 business hours./ Total number of tickets in “In-progress”. Exclusions:

Tickets in the categories:

“Project”, and “Duplicate

Incidents”, and “Duplicate

Requests”.

=> 95 % updated ticket notes within 12 business hrs of last update to user

SD-4 Service Desk

Response

Average Time to

Update “On

Hold” Tickets

(Incidents &

Requests)

Percentage of tickets updated while in a status that does stop the SLA clock. (On-hold:

"Awaiting Form Submission", "Awaiting Approval", “With

Customer”, “Monitoring” or

“With 3rd Party” status )

Formula: Total numbers of tickets in “On-hold” that have the last updated within 60 business hours./ Total number of tickets in “On-hold”

“Duplicate Incidents”, and

“Duplicate Requests”.

=> 95 % updated ticket notes within 60 business hrs of last update to user

SD-5 Service Desk

Accuracy

Reopened

Incidents & requests

Rework, including recalls and return at any stage due to help desk error or customer asks for ticket to be reopened.

Formula: The total number of tickets that were re-opened after resolved or closed/Total # of tickets resolved.

categories: “Duplicate

< 3 % of total tickets opened

Incidents”, and “Duplicate

Requests”

Service Level Agreements (End-User Services)

Item Service