A01 Attachment 0013 - PWS 13 - IT.pdf

IT/IS/IA CYBER SERVICES SUPPORT

PERFORMANCE WORK STATEMENT

Attachment 0013 29 May 2020

1.0 DESCRIPTION OF SERVICES/INTRODUCTION

Hawthorne Army Depot (HWAD), a Direct Reporting Unit (DRU) to Headquarters, Joint

Munitions Command (HQ JMC) is to receive, store and issue conventional munitions; demilitarize and dispose of unserviceable, obsolete and surplus munitions; and maintain serviceability through inspection and renovation to ensure munitions readiness in support of Joint Forces.

1.1. Background

1.1.1 Organizational Mission

The HWAD Director of Information Management (DOIM) provides the enabling layer to connect to HQ JMC, AMC, defense and national agencies via the Department of Defense Information

Network (DODIN). The ability to provide mission critical services is dependent on the successful operation and maintenance of its Information Technology (IT) base wide.

1.1.2 IT Services Intent

The HWAD DOIM seeks to provide reliable, uninterrupted availability of Command, Control, Communications, Computers and Information Management (C4IM) including: networks, hardware, software, and specialized tools at the point of customer need.

1.1.3 Environment and Infrastructure Overview

1.1.3.1 Unit Description

HWAD has many off-site locations the contractor shall support. Employees are located in separate offices or cubicles, supported by networked or stand-alone C4IM Systems (unclassified and at various classification levels). The working environment typically requires controlled access to unclassified/classified information. The equipment supported and technical services provided by this performance work statement (PWS) are used to support worldwide operations. The equipment also provides data to JMC and various civilian agencies and departments. As used in this PWS, the term C4IM System is defined as the totality of capabilities which are owned and operated at

HWAD. Included in this definition are the Local Area Networks (LANs) (comprised of copper and/or fiber network media) that reside within the physical spaces controlled by the site and the systems the site takes with them when deployed or travelling in support of other mission requirements. Services provided by the Enterprise (i.e., Department of Defense (DoD) or Army) are not included in this definition and are not the responsibility of the contractor. Note: the contractor is responsible for maintaining the interfaces between HWAD infrastructure and the

Enterprise capabilities.

1.1.3.2 Typical Infrastructure Description

A typical supported infrastructure may include Commercial Off The Shelf/Government Off The

Shelf (COTS/GOTS) hardware and software; COTS/GOTS communication and supporting security equipment; and C4IM Systems including: Local, Metropolitan, and Wide Area Networks;

secure and non-secure video teleconferencing systems; communication devices, storage devices, workstations and servers (of different types, such as Web servers); printers, copiers, scanners, and facsimiles; telephones, smart phones, wireless devices, Voice Over Internet Protocol (VoIP) phones, badge readers, digital senders, and related support devices necessary for the effective operation.

1.1.4 Glossary to IT PWS Attachment 0013

1.1.4.1 Preventative Maintenance

Preventative maintenance is the care and servicing by contractor personnel for the purpose of maintaining equipment in operating condition in accordance with manufacturer's commercial specification by providing for systematic inspection, detection, and correction of incipient failures either before they occur or before they develop into major defects.

1.1.4.2 Remedial Maintenance

Remedial maintenance is the act of restoring an item to a state in which it can perform its required function. It includes all technical and corresponding administrative, managerial, and supervisory actions to achieve service restoration.

The Army 2nd Regional Cyber Center-Western Hemisphere (2RCC-WH) remotely administers the Army Top Level Architecture (TLA) network security stack (router, firewall, Intrusion

Detection System, etc.). The Contractor shall provide 2RCC visual and/or hands-on support when required. Physical repair or replacement of parts is not included in this contract.

1.1.4.4 System Maintenance and Repair

All efforts required to ensure availability of C4IM Systems consistent with the manufacturer’s performance specifications and the intended use of the system in support of the mission at the direction of the IAM.

1.1.4.5 Systems Operations

Systems Operations is defined as all efforts required to provide the day-to-day routine monitoring, operations planning, and operation of the C4IM Systems to ensure customers enjoy reliable, uninterrupted access and availability.

1.1.4.6 Communications

Is defined as all tactical and non-tactical communications to include telephone, infrared, various radio, various frequency (UHF, VHF, etc.), cryptochannel, telephones, wireless and military spectrum management.

1.1.4.7 Configuration Management

Configuration Management (CM) is defined as the process during which the changes of a C4IM

System are implemented in a controlled manner by following a pre-defined framework/model.

1.1.4.8 Information Assurance

Information Assurance (IA) is the protection of systems and data in storage, during processing, or in transit from unauthorized access or modification; denial of service to unauthorized users;

and the provision of services to authorized users.

1.1.4.9 Information Assurance Vulnerability Alerts (IAVA)

IAVA are tasks and directives received by the units of higher Authority to correct IT vulnerabilities.

1.1.4.10 System Availability

System Availability is defined as the degree to which an IT system is operable and in a committable state. It is the proportion of time a system is in a proper and fully useable functioning condition.

1.1.4.11 Threshold for Performance Restoration Period (TPRP)

The TPRP is the period of time during which the contractor shall restore the operational capability. The period begins from the point at which the contractor is notified of system failure and ends upon full restoration of its original equipment manufacturer (OEM) capability for use.

1.1.4.12 Critical Systems

Critical Systems is defined as the following:

- Web servers (and supporting data servers),

- NCIC III Network

- Network and Communications Infrastructure (to include at a minimum, infrastructure fiber and/or copper network cables, routers, switches, and cryptographic equipment), and

- Other systems identified by the Government.

1.1.4.13 Mission Essential Personnel

Mission Essential Personnel, for the purposes of tasks included in this PWS, are those responsible for ensuring the C4IM capabilities the Government considers basic and necessary for the accomplishment of the organization’s mission remain operational during installation or

Government closure. Mission Essential Personnel will be identified at the beginning of the contract award and updated semiannually or when personnel change.

1.1.4.14 Transition Activities

Transition Activities are defined as the efforts required to begin the execution of assignments under this task order and to close out those efforts when the task performance ends in a timely and efficient manner.

1.2 Scope

The contractor shall provide the full range of C4IM sustainment and technical support services to ensure uninterrupted service to HWAD. The systems supported under this Performance Work

Statement (PWS) consist of commercial, modified-commercial and specially designed equipment items. (i.e. NCIC III, Enterprise Energy Data Reporting System (EEDRS))

1.3 Place of Performance and Hours of Operation

The Contractor will perform all work contained in this PWS at the following address:

HAWTHORNE ARMY DEPOT, Hawthorne, Nevada 89415.

1.3.1 Central Site/Remote Locations. The contractor shall be responsible for providing support to all HWAD locations.

1.3.2 Core performance hours for the places of performance within this PWS will be

Monday through Thursday 0630hrs to 1700hrs.

1.3.3 Alternate Duty Sites. The Contractor personnel whose place of duty is the installation or facility are not authorized to perform at an alternate duty site unless the task PCO or DOIM/ACO approves the type of work and the alternate location in writing in advance.

1.4 PERFORMANCE OBJECTIVES

The contractor shall provide all support necessary to ensure all IT Systems accountable under the

PWS meet Army Golden Master (AGM) established standards, Government- specific technical requirements, and established operational functions necessary to support the user. The contractor shall provide eleven principal services: 1) network operations, 2) operational maintenance, 3) storage management, 4) service desk, 5) information assurance, 6) engineering & installation, 7) database services, 8) communications, 9) system engineering and technical assistance support and 10) visual information and multimedia engineering support. The C4IM Service Catalog is considered a baseline of service requirements, but may be adapted by sites.

The HWAD C4IM Performance Requirements Summary (PRS) identifies the quality of service requirements for this PWS; see attachment 1.

2.0 PERFORMANCE OBJECTIVES

2.1 Network Operations

The contractor shall plan for implementing all Government approved and mandated releases and updates as necessary to meet system performance requirements. This planning requirement is twofold. First, the contractor shall anticipate update requirements by staying abreast with industry developments and trends and Government initiatives that are relevant to the components of the C4IM

Systems. Secondly, the contractor shall plan for and schedule updates and maintenance to minimize service disruptions and accommodate the unit specific Government approvals and configuration management processes. The contractor shall operate the C4IM Systems to ensure reliable, uninterrupted access and availability as required in order to execute their mission. System operation during surge requirements (i.e., in support of exercises or other mission essential activities) shall be as directed by the Government. The contractor shall provide preventative and remedial maintenance for the site’s C4IM Systems. The C4IM Service Catalog is considered a baseline of service requirements, but may be adapted by need and approval of the 2RCC/NETCOM.

2.1.1 System, Network, Web and Database Administration. The contractor shall perform administration, maintenance, diagnosis and restoration on all C4IM systems, databases, web applications and networks.

2.1.2 System Backup. The contractor shall conduct scheduled backups of the site's data (on all networks) in accordance with the unit's operational and business requirements. This effort includes the management and operations of the site’s Network- Attached Storage (as appropriate) and replication of off-site data IAW HWAD SOPs.

2.1.3 Network Monitoring. The contractor shall perform all of the requirements to actively monitor the performance of the C4IM System at HWAD location(s) to ensure it is operating efficiently and customers have the capabilities needed for mission execution. The contractor shall identify trends of degrading performance and facilitate fault isolation and preventative and remedial maintenance as appropriate. The contractor shall notify the HWAD DOIM and

Administrative Contracting Officer (ACO) when the System experiences a component failure.

The contractor shall receive and prepare electronic notifications to the command on all scheduled network outages. The contractor shall monitor services on all local and wide area networks for optimum operability using a variety of network monitoring tools, report outages, and initiate support within 30 minutes of initial loss of service. The contractor shall gather information and track outages until connectivity is restored and provide updates until systems are fully restored.

2.1.4 Emergency Mass Notification System. The contractor shall provide administration and maintenance of the Amerilert System) or other designated secure messaging capability.

2.1.5 Account Management. The contractor shall provide account administration and maintenance for all applicable accounts.

2.1.6 Server/System Administration. The contractor shall provide server virtualization administration and maintenance for the virtual environments (i.e., virtual private servers, guests, instances, containers or emulations).

2.1.7 LAN Administration. The contractor shall provide LAN administration using government provided products and provide daily system and administration as delegated by Government administrators such as creation, maintenance and deletion of user email accounts in accordance with all applicable regulations.

2.1.8 Enterprise Active Directory Management. The contractor shall provide Active

Directory (AD) support, network security administration and maintenance for all domain controllers as directed by higher authority. Contractor shall be responsible for authenticating all users and computers within a network of Windows domain type, assigning and enforcing security policies for all computers in a network and installing or updating software on network computers.

2.2 Operational Maintenance. The contractor shall perform scheduled maintenance to ensure consistent and reliable service availability to customers. The requirement to perform specific scheduled maintenance may result from manufacturers recommended service intervals, alerts and bulletins, available patches and updates, directions from the unit’s change management process, as well as other sources (to include Information Assurance Vulnerability Alerts). The C4IM

Service Catalog is considered a baseline of service requirements, but may be adapted bysites.

2.2.1 Change Management. The contractor shall ensure all IT system changes are captured

IAW local change management processes and systems and will provide visibility to any devices being attached to the network. The contractor shall follow change management regulations for all purchases and services and coordinate at the unit level through the unit change management authority. Changes may include, but are not limited to changes to the unit's mission objectives;

directives from Higher Authority; OEM best business practices or warranty requirements;

release of new technology; advances in commercial/Government technology or contractor recommendations. Contractor shall ensure that all software and hardware is net worthy, maintained and documented.

2.2.2 Hardware Management

2.2.2.1 Asset Management. The contractor shall maintain the site’s hardware asset inventory in the Government's Army Enterprise System Integration Program (AESIP), Defense Property

Accountability System (DPAS) or other database as directed. The contractor shall employ ASID in accordance with the site’s IT service-level management processes and inventory controls. The contractor shall support the unit's equipment receipt and control management business process.

The contractor shall document, manage, and maintain the sites hardware baseline and manage and maintain a configuration library for the site’s configuration documentation identified by the unit change management authority.

2.2.2.2 Cable Plant Management. The contractor shall update and maintain an active database of cable plant configuration and label cables appropriately to ensure accurate identification of cable locations and equipment supported by that cable. The contractor shall install, maintain, manufacture and reconfigure as necessary.

2.2.2.3 The contractor shall support the unit’s equipment replacement program. This can include, but is not limited to: listing all unit C4IM equipment; developing a plan to support the unit refresh criteria (age, serviceability, reparability, cost savings, criticality, etc.) and making recommendations to the unit’s emerging technical and architectural requirements.

2.2.2.4 Equipment Installation. The contractor shall perform installation/de-installation of supporting hardware including, but not limited to personal computers, communications closet components and all associated infrastructure supporting the networks in response to automation work requests. No refurbished equipment shall be utilized without prior government authorization. The contractor shall install and de-install hardware and software as required to ensure consistent and reliable service availability to customers. Installations and de-installations may result from repairs, replacements, or other maintenance actions. All installations and de-installations shall be in accordance with manufacturer and/or unit specific instructions. De-installed components and software will be sanitized per appropriate security procedures. All installations shall include appropriate functional verifications to ensure serviceability and documentation IAW change management authorities.

2.2.2.5 Update/repair/replace (break fix) system hardware. The contractor shall repair and/or replace system hardware as required to ensure consistent and reliable availability to the site customers (as defined by OEMs and industry best practices, and Federal/DoD mandates).

Repair/replace actions may result from a notification (e.g. trouble ticket) and/or malfunction discovered by the system operations staff. The contractor shall track each repair or replacement action from identification through completion of repair or replacement and functional/system verification to ensure all repairs or replacements are completed accurately and in a timely manner utilizing local unit’s change management system

2.2.3 Software Management. The contractor shall provide software management support, in accordance with the change management process, which requires knowledge of current and emerging technologies and trends in the software field, knowledge of inventory, licensing and configuration management procedures as applied to software architecture.

2.2.3.1 Software Licensing Revalidation. The contractor shall support the software standards and compliancy program. This includes implementing control procedures for updating software baseline documentation as required. Perform research to ensure the latest approved software versions are being used. The contractor shall assist the local unit’s software manager to ensure that no lapses in software licenses occur that may affect mission operations.

2.2.3.2 Software Enterprise License Management

2.2.3.2.1 The contractor shall conduct periodic software baseline verification inventories to correct documentation deficiencies and perform on-the-spot audits of unit computer systems documenting findings as required in support of DOD software compliancy directives. The contractor shall keep an accurate, updated inventory of all software licenses to include volume licenses, site and enterprise agreements and shall ensure that media and/or software distribution processes are in place for software installation world-wide. This process could include packaging and mailing media where required or utilizing vendor- supported distribution web-sites.

2.2.3.2.2 Utilizing Information Technology Infrastructure Library (ITIL) best practices, the contractor shall support management of the software media library which includes receiving new software, updating the software tracking database, creating back-up copies of software, and filing software in the library. The contractor shall determine and dispose of obsolete software in compliance with applicable disposal policies while ensuring that software requirements are properly staffed through existing requirements approval processes. The contractor shall coordinate with Army Small Computer program to determine if software is available through the

Enterprise Software Initiative (ESI) and secure required waivers, as appropriate, and serve as the alternate Licensing Benefits Administrator for the Microsoft Licensing Web-site, setting up or deleting accounts and providing or removing privileges in accordance with guidance from the

Software Manager or established procedures.

2.2.4 On-Call Support. The contractor shall provide "on-call support" during other than normal duty hours, publish a monthly on-call roster for all personnel on the team, contact the IT government lead within local designated time for on call support services and report in person to the designated/affected site to resolve issues or problems that are not resolved by telephone. The contractor shall physically report to the designated/affected site.

2.2.5 Business Processes

2.2.5.1 Information Technology Infrastructure Library (ITIL) Implementation. Contractor shall support and assist in implementing ITIL best practices into C4IM processes to improve efficiency.

2.2.5.2 Business Case Analysis. The contractor shall use business case analysis tools to develop plans to improve processes, efficiency and effectiveness.

2.2.5.3 The contractor shall assist the Government representative in conducting organization inspections.

2.3 Storage Management. The contractor shall support tools, processes, and policies used to manage and administer global and local enterprise storage systems to sustain and enhance the capabilities of the infrastructure.

2.3.1 Emergency Data/Disaster Recovery. The contractor shall provide emergency data recovery services which includes, but is not limited to, hard drive/solid state drive recovery, raid data, SQL database repair, and tape data retrieval.

2.4 Service Help Desk

2.4.1. The contractor shall provide service help desk and technical support to address unit system and communications problems.

2.4.2 The contractor shall provide surge labor support during contingency/emergency or other mission support operations.

2.4.3 The contractor shall operate the Common Access Card (CAC) reset.

2.4.4 The contractor shall use trouble tickets to log calls and is responsible for timely processing of all trouble tickets opened within the established standards. The contractor shall ensure all necessary data within the trouble tickets is appropriate for proper troubleshooting and monitoring.

The contractor shall provide customers a ticket number when a request for assistance is received.

2.4.5 The contractor shall immediately report any problems the local service desk has investigated and cannot resolve to the appropriate support office for final resolution to the appropriate higher level help desk support. The contractor shall determine complexity of the problem and whether or not the ticket should be immediately referred higher or if expertise exists locally to resolve the issue expeditiously and accurately.

2.5 Information Assurance (IA). The contractor shall provide IA support to include, but is not limited to, measures necessary to detect, document, remediate and counter IA threats as directed by the unit's Information Systems Security Manager (ISSM). The contractor shall provide advice and guidance and service support concerning IA matters as required. The contractor shall enforce all aspects of the Army Information Assurance Program to include COTS, GOTS, Program Management (PM)/Major Command (MACOM) fielding’s, local unique, beta tests, application and system development, network access, IT acquisition policies, connectivity, IA tools utilization, and authorized software and system management controls.

2.5.1 Accreditations. The contractor shall provide services in support of all Information

Security guidance, processes and policies. Contractor shall provide support to the ISSM in ensuring all C4IM systems are properly certified and accredited.

2.5.1.1 The contractor shall perform IA IT assessments of all current and future C4IM systems and develop risk management guidelines.

2.5.1.2 Authorization to Operate. The contractor shall support compliance of the unit's existing Authorization to Operate (ATO) for all Information Systems (IS). The contractor shall assist the Government in achieving ATO compliance on new IS.

2.5.2 Compliance Management

2.5.2.1 The contractor shall ensure IT devices and networks are Army Information Assurance

Vulnerability Management (IAVM) and Anti-Virus Program (AV) compliant. This includes, but is not limited to, IAVM acknowledgment, patching, updates, completion and reporting of all other corrective actions within specified timelines as required by the accrediting authority.

2.5.2.2 The contractor shall ensure that log files and audits are maintained and reviewed for all systems and that authentication policies are audited for compliance.

2.5.2.3 Federal Information Security Management Act (FISMA). The contractor shall ensure the unit's compliance with the requirements set forth in the FISMA. These requirements include maintaining and/or achieving a valid ATO for each of the unit's networks; completion of the annual unit's Self-Assessment Security Readiness Review; completion of annual testing of security controls; and annual evaluation of contingency plans. The contractor shall submit

FISMA reporting data and documentation on all of the unit’s networks as directed.

2.5.2.4 HBSS. The contractor shall provide assistance with development, implementation and operations of Host Based Security System (HBSS) at various sites throughout the enterprise.

2.5.3 Firewalls. The contractor shall provide installation and maintenance of the firewall solutions, assignment/maintenance of user accounts, interfacing with the network proponent for network changes/modifications and assessing impacts on the user community, and analysis of connectivity problems and resolution.

2.5.4 Security Operations

2.5.4.1 The contractor shall report information systems security violations and incidents to the appropriate authority (HWAD DOIM). The contractor shall review and evaluate the effects of security on system changes, document results and assist the IAM in remediation and restorative processes.

2.5.4.2 The contractor shall collect, document, and turn in for destruction all applicable media and hardware.

2.5.5 IA Security Officer. The contractor shall serve as and perform the duties of the HWAD IA

Security Officer as directed by the Government and the HWAD DOIM.

2.6 Engineering and Installation.

2.6.1 Site Surveys. The contractor shall perform on-site or desktop engineering surveys to obtain engineering, environmental, and physical plant data required for use in the preparation of

Engineering Installation Package (EIP) technical documentation and Information Systems Cost

Estimate (ISCE) in Military Construction, Army (MCA) and Unspecified Minor Military

Construction Army (UMMCA) projects and local site projects. The contractor shall prepare IT, voice, facsimile, video, Internet Protocol (IP), and data communications equipment installation documentation to include floor layouts, lists of major items of equipment and bills of material

(BOM), rack face elevation drawings, schematic drawings reflecting equipment interconnection and terminations, cable cut-sheets, labeling, duct layouts, engineering and installation specifications and as-built documentation as required by orders in accordance with 9th Army

Signal Command (NETCOM) and unit configuration management regulations. The duct layouts and schematic drawings shall uniquely identify all cable plant component locations and logical schematics. The layouts shall uniquely identify all components, including a facilities description that clearly defines all operations, procedures, facilities, and capabilities. The contractor shall provide documentation diagrams including inventories for each client’s entire network configuration, where appropriate. Documentation shall be performed IAW Government standards. (CDRL P013)

2.6.2 Engineering Implementation Plan (EIP)

2.6.2.1 The contractor shall work directly with engineers, area installation, and operational personnel to ensure that all systems installation and reconfiguration issues are managed quickly and accurately.

2.6.2.2 The contractor shall provide an EIP which includes maintaining a current listing of technical installation specification and documentation of C4IM systems.

2.6.2.3 The contractor shall initiate, at government request, the process and continued coordination to obtain Long-Haul Information Transfer Services, in accordance with

Government standards, supporting major command exercises, deployments and new equipment fielding in support of user requirements.

2.6.2.4 The contractor shall review and recommend new and existing circuits for alternative routing to balance loading between the systems and/or cost and efficiency improvements.

2.6.3 Installation and Testing. The contractor shall conduct acceptance testing and transition in accordance with the Government approved test and acceptance plans contained in the EIP.

2.7 Database Services. The contractor shall design, develop, test, operate, enhance and maintain applications in accordance with established policies, regulations, and guidelines. The contractor shall conduct training sessions for individuals and groups of users as required. Update and maintain all user manuals, quick reference guides, on-line help, and multi-media tutorials for all modules in the data systems. The contractor shall design, develop, test, operate, enhance and maintain the database management systems (DBMS).

2.8 Communications. The contractor shall provide support to all tactical and non-tactical communications.

2.8.1. Tech Control. The contractor shall install, de-install, test, monitor, maintain, troubleshoot and repair from unit to enterprise level network connectivity, telecommunications systems & equipment, communication systems & equipment, communications security equipment and associated terminal and ancillary equipment and supporting cable, duct and conduit systems. Contractor shall conduct acceptance testing and cutover in accordance with government approved acceptance plans and handoff.

2.8.2 COMSEC Support. The contractor shall assist the HWAD ISSM with touch labor as needed for the operation, and coordinate for repair of COMSEC equipment. The contractor will be familiar with Encryption hardware and appropriate regulations.

2.9 Systems Engineering and Technical Assistance (SETA) Support. The contractor shall leverage high quality, state-of-the-art, advanced science, analytical, systems engineering and technical services, and Army knowledge expertise to meet the unit’s mission to support the

Government and the Warfighter. Within the SETA construct, the contractor will be engaged in an environment focused on supporting US ARMY Depot Hawthorne, current and future operations. The contractor must have knowledge and experience in strategic, operational support of C4IM requirements including intelligence systems and supporting communications systems (i.e. NCIC III).

2.9.1 The contractor should at a minimum have knowledge and development experience in the following applications. This shall include, but is not limited to:

a. Microsoft Office Suite

b. Microsoft SharePoint

c. Microsoft Project

d. Microsoft Visio

e. Current Windows Operating Systems

f. Microsoft Active Directory Services

g. Microsoft SQL

2.9.1.1 The contractor shall advise the DOIM verbally and in writing in the staffing of memorandums, letters, executive summaries, information papers, discussion papers, read-ahead packets; presenting information and decision to the DOIM.

2.9.1.2 The contractor shall draft policy documents needed to implement C4IM related policy developed by the Government. The Government shall review and approve final policy documents.

2.9.2 The contractor shall use the Army Records Information Management System (ARIMS) at all times when filing documents. (ARIMS replaced the Modern Army Record Keeping System

(MARKS)).

2.9.3 The contractor shall support the creation and maintenance of comprehensive enterprise solutions for collaboration, information discovery, information access and information sharing.

This will include the procurement, development, management and maintenance of a collaborative Knowledge Management (KM) Portal solutions. This work will be completed with efficient management and maximization of existing and future C4IM investments. The contractor shall support knowledge management activities by enabling related C4IM plans and solutions.

2.9.4 The contractor shall support the development of business cases and associated framework standards needed to comply with AR 25-1 and the Clinger-Cohen Act of 1996, also known as the

Information Technology Management Reform Act (ITMRA).

2.9.5 The contractor shall support the review of C4IM initiatives and ongoing projects and present recommendations to delay, modify or terminate those based upon risk-value analysis of the overall IT portfolio and support initiatives as a catalyst for change, growth and improvement.

This support will include input on C4IM performance planning, training/facilitation, recommending solutions to inefficient business processes, developing supporting case studies which apply appropriate metrics, and implementing approved solutions. These initiatives include the consolidation, aggregation, interfacing, integration and interoperability of data and information across the C4IM architecture. The contractor shall maintain cognizance of, and leverage as appropriate, industry and Government C4IM advances.

2.9.6 The contractor shall assist with implementation of Information Technology Infrastructure

Library (ITIL) compliant IT Service Management (ITSM) processes, and provide support to assigned process owners and managers implementing standard ITIL v3 processes: Service

Strategy, Design, Transition, Operation and Continual Improvement. The position will be responsible for planning and tracking ITIL implementation, and assessing IT operational maturity, strategy, design and implementation across the services management processes. The contractor will interface with process owners and senior IT leaders to facilitate business rules and coordinate integration of related functions.

2.9.7 The contractor shall support enterprise IT Capital Planning and Investment Management, IT Portfolio Management, and the IT Capital Equipment Replacement Program. The contractor shall support the lifecycle change management and replacement process for hardware and software. The contractor will evaluate compliance with governance policies in preparation of future expenditures. The contractor will support a strategy or plan to allocate C4IM resources to support mission priorities.

2.9.8 The contractor shall support functional requirement development and technical solution implementation supporting Business Process Reengineering.

2.9.9 The contractor shall fully understand and be able to provide Government support for related functions listed in the following documents:

a. Army Knowledge Management (AKM) Guidance

b. Army Information Management AR 25-1

c. Army Regulation 25-2, Information Assurance

d. Federal Information Security Management Act (FISMA)

e. Clinger-Cohen Act of 1996 (Information Technology Management Reform Act or

ITMRA)

f. EO 13011(Federal Information Technology)

g. OMB Circular A-11, Part 3, Planning, Budgeting and Acquisition of Capital

Assets, Office of Management and Budget

h. DoD 5000 Series (DoD Directive 5000.1 and Instruction 5000.2)

Global Network Enterprise Construct (GNEC)

i. Site specific/local policies and SOP’s

2.10 Visual Information (VI)/ Multimedia Resource Planning Support. The contractor shall provide coordination support for VI/Admin Division customer planning meetings conferences, expositions and trade shows. The contractor shall develop meeting requirements and support recommendations, provide site event support and coordination with cross-functional teams as appropriate, and complete after actions reports.

2.10.1 Video Teleconference (VTC) Operational and Technical Support. The contractor shall provide all necessary technical support for the following:

Room Based Secure/Non Secure VTC Support

Operator-Level Equipment Sustainment Support

Desktop VTC Support

Desktop VTC Compliance Services

Desktop VTC Expertise Support

Desktop VTC Capability Operational Support

2.10.2 Multimedia Production, Presentation and VTC Support. The contractor shall provide support to multimedia environments and facilities. This shall include, but is not limited to:

Presentation and Conference Room Support Services

Pre-Meeting Support

Facility Planning and Preparation Support

2.10.3 Closed Circuit and Video Surveillance Services. The contractor shall provide:

Video Surveillance Services

Media Distribution Capability Sustainment

Audio and Video Signal Configuration Services

VI/Multimedia Resource Planning Support

2.11 Transition Activities. The contractor shall provide transition activities for the phase-in period beginning at contract award. The phase-out period begins upon Procuring Contracting

Officer (PCO) notification. (Note: All exchanges of information between the incoming and outgoing contractors, and between the Government and the contractors shall be conducted through the PCO and ACO as appropriate.)

2.12.1 Transition Planning. The contractor shall develop a phase-in which addresses both phase-in and phase-out for the DOIM Services Support. The transition plan shall address all activities associated with contractor provided services and be delivered to the PCO and ACO.

2.12.2 Phase-In Activities. The contractor shall perform the following activities per the task order during the phase-in period as slated in the contractor's approved phase-in:

Submit requests for physical and network access at performance location (HWAD)

Submit requests for security clearance documentation and other items requiring responses from the Government

Perform joint inventories and inspections of all Government Furnished Equipment

(GFE), facilities and property with the Government and outgoing contractor

Validate the authoritative list of IT equipment (hardware and software) with the Government and outgoing contractor

Coordinate with the Government to validate or establish requirements and associated performance objectives for services

Establish procedures with the predecessor to ensure transition of provided services without any degradation of service

Receive from predecessor copies of all instructions, records, databases, task order performance metric data, vendor points of contact, and all other procedures developed by the predecessor in the performance of the task order(s)

Perform identification and inventory of all contractor maintained classified data relevant to the performance of the PWS.

2.12.3 Phase-Out Activities. The contractor shall perform the following activities for the task order during the phase-out period per the contractor's transition plan:

Ensure all services and performance objectives required by the PWS and task order are met throughout the phase-out period

Establish procedures with the successor to ensure transition of provided services without a degradation of service

Provide copies of all instructions. records, databases, task order performance metric data, vendor points of contact, and all other procedures developed by the contractor in the performance of this task order to the successor

Update and validate the authoritative IT equipment (hardware and software) list with the Government and the successor

Perform joint inventories and inspections of all GFE, facilities, and property with the

Government and the successor

Turn over to the HWAD ACO all GFE and supplies

2.13 Quality Assurance

2.13.1 Contractor Quality Responsibility. The contractor shall be responsible for the quality of all work performed by contractor personnel and shall guarantee all workmanship provided by the contractor regarding repair of all hardware and software for a period of 30 days, except for the fault or negligence of the Government, or causes external to the equipment. Within this 30-day period, the contractor shall furnish labor and material at no additional charge to correct material or workmanship faults.

2.13.2 Quality Control Plan (QCP). The contractor shall prepare a QCP which includes provisions for bi-annual surveys ,identified in 3.9 & 3.10 below, to determine customer satisfaction with all contractor provided services, and in accordance with the Government’s performance requirements summary (PRS) (CDRL P014). The contractor shall submit a survey plan, detailing the survey questions, how the survey will be conducted, to whom the survey will be furnished, and how the results will be collected, analyzed and reported, as part of its response to this solicitation. Data and analysis of the survey results together with the Contractor's plans and recommendations to improve service for deficient areas will be submitted for approval to the DOIM and ACO and the unit leadership within 30 days of survey completion.

2.14 Responsibilities. The Government representatives responsible for quality assurance of performance are:

2.14.1 Contracting Officer (KO). The Contracting Officer ensures performance of all necessary actions for effective contracting and ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the Contracting

Officer that assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

2.14.2 . The DOIM and ACO are responsible for administration of the project and assures proper Government surveillance of the Contractor’s performance. The DOIM is not empowered to make any contractual commitments or authorize any contractual changes on the

Government’s behalf. Any changes that the Contractor deems may affect contract, price, terms, or conditions shall be referred to the PCO for action.

2.15 Escort Requirements. Contractors may be required to escort non-cleared personnel into locations for the purpose of identifying and rectifying problems with software or hardware operated and maintained under this PWS or for facility maintenance as required and validated by the site DOIM.

2.16 Security Requirements

2.16.1 All individuals requiring access to information technology (IT) systems will have the appropriate security clearance and will be granted access according to their security clearance, need-to-know and their IT position/category. Personnel must sign a Non-Disclosure Statement.

Personnel must perform within the security limitations of AR 381-10, USSID 1800, and other appropriate security regulations according to their intelligence disciplines.

2.16.2 All individuals requiring access to information technology (IT) systems will have the appropriate security clearance and will be granted access according to their security clearance, need-to-know and their IT position/category. Additional position category and investigation guidance is available in DOD 5200.2-R. As referenced from AR 25-2, personnel requiring access to information systems processing classified information to fulfill their duties will possess the required favorable security investigation, security clearance, formal access approval (DoD

Directive 8570) and need to know. ADP/IT tier level positions are detailed in the task order.

(DoD Directive 8570) ADP/IT positions are as follows:

ADP-III / IT-III

2.16.3 Additional Security Requirements. This effort requires access to classified Government information at U.S. Government only. Additional requirements are contained in the DD Form

254. Additional security requirements may be added at the task order level.

2.16.1 Special Requirements

2.16.4.1 Contractor Personnel Required Experience, Training and Certification. The contractor shall ensure all personnel assigned possess appropriate experience, training and certification.

The minimum requirements include:

a) Contractor personnel supporting this effort must possess sufficient technical certifications, educational degrees, and experiences levels consistent with the requirements of the task that an individual employee will perform.

b) Contractor personnel supporting this effort must have minimum certifications in accordance with DoD 8570.01-M., Army Regulation 25-2.

c) Minimum level of experience required to perform specific tasks at this site; the personnel structure for HWAD at minimum will be broken down into 3 levels:

Level 3: IT/IA Lead:

- Minimum experience level of 7 yrs

- Contractor certification(s) required for advanced user privileges will be based on

IAT Level II and IAM Level I IAW DoD 8570.01-M.

Level 2: Senior Technician:

- Minimum experience level of 5 yrs

- Contractor certification(s) required for advanced user privileges will be based on

IAT Level II IAW DoD 8570.01-M.

Level 1: Technician

- Minimum experience level of 5 yrs

- Contractor certification(s) required for advanced user privileges will be based on

IAT Level I IAW DoD 8570.01-M.

2.17 Government Furnished Property, Services, and Equipment

2.17.1 The contractor will ensure proper accountability and management of Government equipment, to include hand receipts, in accordance with property PWS.

2.18 Familiarization Training. The Government may request the contractor familiarize

Government personnel on new or upgraded hardware and/or software. A representative case where such support is required includes:

2.18.1 System (hardware and software) maintenance for equipment that is to be deployed with Government personnel

2.18.2 Installation of new software versions (e.g., operating system and office automation tools)

The Government will identify personnel to receive such instruction and approve the level of instruction recommended by the contractor. The instruction shall be conducted by resident contractor personnel at the central and/or remote site(s) and shall occur during the PPP.

2.19 Non-Disclosure. Prior to obtaining network access, contractor personnel will be required to sign a Non-Disclosure Agreement (NDA). The successful contractor shall provide a list of executed NDAs with a self-certification within 15 days of task order award and annually thereafter to the DOIM and ACO.

2.20 Contractor Support and Personnel Qualifications. The contractor shall develop, maintain and make available a current and accurate personnel database which records and tracks the qualifications, training, and security items necessary to meet the requirements of this PWS. The contractor shall provide sufficient qualified support at each unit (central site/remote locations) to ensure System Availability and TPRP compliance.

2.20.1 Technical Certifications. Contractor personnel supporting this effort must possess sufficient technical certifications, educational degrees, and experience to support the unit's unique requirements. Representative certifications include: CompTIA's A+, Network+, and

Security+; Microsoft Certified Systems Engineer and Systems Administrator (with emphasis in

SharePoint); Cisco Certified Network Associate; and IT Infrastructure Library Certification, Representative software technologies implemented at the unit's include: Hypertext Markup and

Extensible Markup Languages; Cascading Style Sheets; Active Server Pages; Java and

JavaScript;; Microsoft Visual Basic, .Net, SQl Server, C#, Office, Office Ultimate Suite, Server, System Center, and DNS;; and Host Based Security System; MacAfee; Remedy, Contractor personnel performing equipment repair shall possess OEM certification and shall maintain currency on OEM equipment and complete training to receive manufacture's certification to repair equipment. Contractors must be trained and certified in accordance with

DoD 8570 series directives and regulations prior to starting work at a site.

2.20.2 Government Mandatory Training. All contractors performing work on site must complete government directed Annual mandatory training.

2.21 Material Purchases. In the event the contractor requires replacement parts and components to support C4IM Systems, purchases will be placed through the Computer

Hardware, Enterprise Software and Solutions (CHESS) contracts to the maximum extent possible. Procurements will be cost reimbursable.

3.0 DELIVERABLES

Unless otherwise noted, all deliverables will be provided to the DOIM, ACO and the PCO.

Delivery will be one (1) hard copy to the DOIM and electronically to the PCO and ACO. Format will be as proposed by the contractor and approved by the Government. The Contractor shall provide the following deliverables:

3.1 Deliverable Documentation. Government personnel will review the materials presented and evaluate them for accuracy and completeness. The Government will notify the contractor of deliverable acceptance within ten (10) working days of receipt of the deliverable. All days in proposed schedules are calendar days unless otherwise stated. Each deliverable will be provided to the DOIM/PCO/ACO.

3.2 System Status. Contractor shall provide data and information on the availability of the IT

System and status of all update, repair and remedial maintenance activities. (CDRL P001)

3.3. System Update Notice. Contractor shall provide reasons and description of the proposed update, the contractor’s plan of action and the contractor’s impact assessment. (CDRL P002)

3.4 Operations Status. Contractor shall provide data and information on the status of planned and on-going IT System operation activities. (CDRL P003)

3.5 Change Management Status. Data and information on the status of all open change management actions. (CDRL P004)

3.6 CM Action Items. Contractor shall provide reports, white-papers, briefings, and other documentation as specified by CM Board or unit’s business processes. (CDRL P005)

3.7 IA Data and Documentation. Contractor shall provide data and documentation to support the unit’s IA IAVM and FISMA responsibilities. (CDRL P006)

3.8 AESIP/DPAS. Contractor shall provide AESIP/DPAS maintenance reports (which include inventory results). (CDRL P007)

3.9 Contractor’s Bi-Annual Customer Survey Plan. Contractor shall provide Contractor’s plan for conducting the survey to include specifics on the who, what, when and how the survey will be conducted, together with how the results will be…