2024.08.26 PWS.pdf

PERFORMANCE WORK STATEMENT

FOR

UNITED STATES TRANSPORTATION COMMAND (USTRANSCOM)

JOINT ENABLING CAPABILITIES COMMAND (JECC)

COMMAND, CONTROL, COMMUNICATIONS, CYBER,

COLLABORATION SUPPORT (C5S)

26 August 2024

PERFORMANCE WORK STATEMENT (PWS)

1. DESCRIPTION OF SERVICES

1.1. Background

The United States Transportation Command (USTRANSCOM) located at Scott Air Force Base (AFB), IL, is one of eleven Unified Combatant Commands (UCC). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and maintenance of national power wherever needed with speed and agility, high efficiency, and a high level of trust and accuracy.

The Joint Enabling Capabilities Command (JECC) provides mission-tailored, joint capability packages to Combatant Commanders in order to facilitate rapid establishment of Joint Force Headquarters, fulfill Global Response Force execution and bridge joint operational requirements.

The JECC delivers unmatched joint operational command and control enablers to Joint Force Commanders conducting emergent full spectrum operations. JECC Command, Control, Communications, and Cyber (C4) Systems (C4S) Directorate (J6) provides essential Command, Control, Communications, and Collaboration (C5) Support (C5S) services to the JECC Commander in performance of the command’s mission to provide mission-tailored, joint capability packages to meet national security objectives.

The JECC C5 network environment interfaces with numerous on-site and remote commercial, Department of Defense (DoD), military service specific, and other common-user networks.

Together, these network environments culminate into one of four distinct operating environments--Secret Internet Protocol Router Network (SIPRNet), Non-secure Internet Protocol Router Network (NIPRNet), Department of Defense Intelligence Information System (DoDIIS)/Joint Worldwide Intelligence Communications System (JWICS), and Defense Information Systems Agency (DISA) or commercial provided services. A myriad of applications make use of the JECC C5 infrastructures by providing access and services to the JECC user community.

JECC’s network environments operate in and surrounded by network defense infrastructures.

The JECC network environments, supported by USTRANSCOM J6, Joint Communications Support Element (JCSE), and multiple external service providers, are comprised of several operating systems on clients and servers, both physical and virtual: supported operating systems, software, applications are listed in Appendix E: Operating Systems/Software/Applications Supported and Protocols in Use are listed in Appendix F: Protocols in Use. The diversity of the applications riding on the JECC environments (C2 systems, information management systems, mail/message systems, and security systems) compound the integration of new system requirements. The information security environment on the segments of the JECC network environments are a unique integration of products demanding a high degree of technical capability.

The JECC headquarters supports two subordinate joint commands: JCSE and Joint Planning Support Element (JPSE). The JECC Headquarters (HQ) and JPSE are co-located at Naval Station Norfolk, Norfolk, VA. The JCSE is located at MacDill AFB, Tampa, FL.

1.2. Scope

The scope of the contract effort is to provide a broad range of C5S capabilities to support the JECC missions, USTRANSCOM users, and Audio Visual/Video Teleconferencing (AV/VTC) support to JCSE. Information Technology (IT) technical skills will be required to support the JECC C5 environment, which interface with numerous on-site and remote commercial, DoD, service, and common-user networks (i.e., SIPRNet, NIPRNet, and DoDIIS/ JWICS). Additional support will be required to support a myriad of applications that make use of the JECC C5 infrastructure by providing access and services to the JECC user community.

Additionally, the contractor shall provide a range of IT services to include cyber defense, network operations and maintenance, IT Asset Management (ITAM), Deployment Equipment, Life Cycle Support, Disposal of IT Hardware and Software, Degaussing of IT Hardware and Software, Critical Infrastructure Protection Incident Handling and Reporting, Cyber Security, User Account/Permission Management, SIPRNet Hardware Token Support, Security Exemptions / Waiver Management, Integrated Electronic Security Systems (IESS) Sustainment, Communications Security (COMSEC) and Electronic Key Management Systems (EKMS) Support Services, Deployment Support, mobile telecoms, IT planning, system integration, technical testing and evaluation, analysis and guidance, software management, information management, records management, systems administration, purchase of hardware and software, hardware repair and enhancements, software configuration, end user devices support, architecture and infrastructure management, system management, AV/VTC, Contingency of Operations (COOP), and all deliverables related to these services.

The contractor shall utilize best practices from the Information Technology Infrastructure Library (ITIL) and the Project Management Institute (PMI) to influence service delivery to provide value to JECC users and their mission. The contractor shall be responsible for coordinating, managing, assigning resources, processes, and activities with regard to the successful delivery of that entire process or service as defined in the contract.

This contractor shall use ITIL and PMI best practices to perform the following:

• Identify and focus on the highest value activities

• Service multiple customers with varying requirements using only limited resources

• Define, measure and report relevant metrics to help with fact-based decision-making

• Improve efficiency by automating standard tasks and applying lean principles to tasks and projects

• Unite teams and processes by understanding interdependencies and how they impact one another

• Influence the organizational culture to support continual improvement activities

• The services provided within the scope of this contract are considered Operationally

Critical Support as defined in Defense Federal Acquisition Regulation Supplement (DFARS) 252.204-7012, "Safeguarding Covered Defense Information and Cyber Incident Reporting.” The purpose of this is to provide sufficient information for planning.

1.3. Specific Tasks

1.3.1. Task 1: Contract Level Management

This task consists of the functional activities relating to the administration and management of this effort. The contractor shall provide on-site program management of contractor personnel performing tasks in this PWS. The contractor shall identify a Program Manager (PM). The contractor shall designate a principal point of contact (POC) for technical issues. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this PWS. The contractor shall provide support in the specific areas outlined below in this PWS.

The contractor shall provide all deliverables, referenced documents, and contractor-generated and Government approved plans, schedules, and milestones. The contractor shall meet Government requirements and milestones. The contractor shall notify the Government, in writing, within 24 hours of the missed deadline.

The PM is the authorized POC with the Government Contracting Officer Representative (COR).

Responsibilities include, but are not limited to, interfacing with Government management personnel, staffing of all tasks, formulating and enforcing work standards, assigning schedules, reviewing work discrepancies, and communicating policies, purposes, and goals of the organization to subordinates.

All decisions regarding Government requirements or Government actions shall be made by Government personnel. The contractor’s representative / PM shall submit evaluations, recommendations, etc., to the COR and/or Contracting Officer (CO) for action.

1.3.1.1 Task 1 Subtask 1: Contract Management Plan

The contractor shall submit a Contract Management Plan within fifteen (15) business days of contract award. The Government will review the plan and provide comments to the contractor within five (5) business days from receipt of the updated Contract Management Plan. The contractor shall have five (5) business days from receipt of the Government’s comments to submit the final plan. The contractor shall update the plan each option year within fifteen (15) business days of the option year being exercised.

1.3.1.2 Task 1 Subtask 2: Monthly Status Report (MSR)

The contractor shall provide a MSR no later than (NLT) the fifteenth (15th) of the month following the reporting period. The MSR shall list the accomplishments of the reporting period for each active task/project area. The MSR shall outline a brief synopsis of the efforts completed, deliverables provided, conferences, and trips conducted and attended during the reporting period.

The report shall also provide an overall evaluation of the contract to date, listing per task any issues, problem areas, and items that require Government action. In conjunction with the contract end date, a final MSR shall be submitted NLT the last business day of the final period of performance (PoP).

1.3.1.3 Task 1 Subtask 3: In-Process Review (IPR)

The contractor shall conduct quarterly IPRs as scheduled by the Government. The IPR shall summarize status, progress, recommendations, and concerns in the development of any tasks or documentation described within this PWS. Initial quarterly IPR presentation material provided five (5) business days prior to IPR meeting. Final presentation materials shall be prepared and provided to the COR two (2) business days prior to the IPR.

1.3.1.4 Task 1 Subtask 4: Trip Reports

Within five (5) business days of completion of any travel, the contractor shall submit a trip report to include the following details: purpose, location, trip duration, travelers, travel costs, individuals contacted during trip, synopsis of discussions, decisions made, future actions identified, and issues or concerns arising during the trip. Invoices (along with associated receipts) shall support all travel reimbursement requests.

1.3.1.5 Task 1 Subtask 5: Meeting / Conference Minutes

The contractor shall attend meetings or conferences held at JECC or other locations as identified by the Government and meeting conference minutes when required conference minutes that detail the results as well as the impact of the meetings/conferences within three (3) business days day after completion of the meeting/conference. Meetings/Conferences will generally take place during the normal duty hours.

1.3.1.6 Task 1 Subtask 6: Employment Status Report

The contractor shall provide an employee status report containing names and labor categories of personnel supporting each major task. The contractor shall provide the report within twenty (20) business days of the contract start date and update the report within five (5) business days of any changes in personnel. The contractor shall make every reasonable attempt to fill any vacancy of a position described in the Technical and Management Work Plan in a time period no longer than a single billing cycle.

1.3.1.7 Task 1 Subtask 7: Non-Disclosure Agreement (NDA) for Contractor Employees Due to the sensitive nature of the data and information contractor personnel have access to, the contractor shall provide signed NDAs and Conflict of Interest Agreements for all contractor personnel who perform any work under this contract to ensure contractor personnel do not compromise sensitive or proprietary information. The contractor shall provide a signed NDA for all personnel assigned to this contract. The contractor shall not grant their personnel access to JECC IT before the signed NDA is accepted by the COR. The Government will retain these documents. See Appendix C. The contractor shall also be required to sign a NDA in accordance with (IAW) DFARS 227.7103-7 if there is access to technical data or computer software delivered to the Government with restrictions as described in DFARS 227- 7103-7. Before obtaining access to another contractor’s proprietary information, IAW Federal Acquisition Regulation (FAR) 9.505-4, the contractor must agree with the other company to protect the information, complete necessary agreements, and furnish such agreements to the CO.

1.3.1.8 Task 1 Subtask 8: Transition-In Plan

For the first thirty (30) calendar days, the incoming contractor personnel will be provided transitional training, i.e. will work side-by-side with or shadow the outgoing contractor on the local processes and procedures for performance of day-to-day duties, specifically deliverables.

This effort is not functional in nature but is to familiarize the incoming contractor with the USTRANSCOM work environment as it relates to the requirements of the PWS. The overall goal of the transition period is to ensure uninterrupted support to the JECC and seamless transfer of responsibilities to the incoming contractor team(s). Management of the overlap between contracts is a Government function, and guidance will be issued providing direction and clarification of each contractor's responsibilities within the scope of their respective contracts.

This is the minimum essential task for the incoming contractor; nothing within this task limits the responsibility of the contractor to fully execute the contract from the date scheduled for full performance beginning thirty (30) days after contract start.

1.3.1.9 Task 1 Subtask 9: Transition-Out Plan

The contractor shall provide a phased transition plan, to be executed if the follow-on contract is awarded to another prime contractor(s). The plan's level of detail must be sufficient for each of the parties to understand and execute; the parties are the Government, the incumbent contractor, and the contractor(s) awarded the follow-on contract. The overall goal of the transition plan is to ensure uninterrupted support to the JECC and seamless transfer of responsibilities to the incoming contractor team(s). Management of the overlap between contracts is a Government function, and guidance will be issued providing direction and clarification of each contractor's responsibilities within the scope of their respective contract. The contractor shall ensure Task Continuity Folders (Tasks 1-10) are updated and available for review thirty (30) calendar days prior to PoP expiration.

The transition plan should address the tasks in PWS. The transition plan shall consist of two parts: transition-in and transition-out. The transition-in commences upon commencement of performance by a follow-on contractor and concludes when the incoming contractor team(s) is ready to assume responsibility for tasks and deliverables. Contract close-out requirements shall be executed by the outgoing contractor during the transition-out.

The incumbent contractor shall provide a transition out plan that includes: “1) in-brief for Government and incoming contractor team management; 2) orientation for new contractor personnel; 3) training to incoming contractor personnel on standing JECC procedures and use of specific information system applications; 4) transfer of Government property; 5) implementation of subcontractor arrangements; 6) exchange of program-related corporate knowledge; 7) establishment of memoranda of agreements and NDAs as required; 8) execution of operational IT services (Tier 1 and 2 Customer Support, Information Assurance, Account Management, Video-Teleconferences, Information Systems, and Communications Support including Communications Security and Telecommunications support); 9) administrative and logistic requirements (e.g. personnel in-processing, applying for Common Access Card (CAC) and Government system accounts, etc.).

1.3.1.10 Task 1 Subtask 10: Incident Management

The contractor shall primarily use and track customer requests for maintenance using the JECC Internal Ticketing System (JITS) internal trouble ticketing system and for higher should be USTRANSCOM. The contractor shall use the Government directed and approved incident handling trouble ticket systems for logging all assistance, technical issues, resolution tracking, and reporting service delivery problems. Incident response times and escalation requirements are found in PWS Section 1.5.

The contractor shall use other Government provided incident handling trouble ticketing systems designated by the service provider(s). All trouble tickets, incidents, and/or service delivery actions shall be logged in the JITS internal trouble ticketing system A consolidated monthly report of metrics shall be delivered to the Government based on incident response and escalations found in PWS Section 1.5. The report shall be delivered NLT the fifteenth (15) calendar day of each month as part of the MSR.

The contractor shall provide a consolidated monthly summary of the number (by task) of new incidents; number of closed tickets; number of open tickets; average time to resolve; issues not resolved as required by priority; and trend analysis to issues that may be indicative of a systemic issue in the environment. The report shall be delivered NLT the fifteenth (15th) calendar day of each month as part of the MSR.

1.3.1.11 Task 1 Subtask 11: Mission Essential Contractor Services Plan The Government has identified all, or a portion of the services performed under this contract as

“Emergency-Essential” as defined and described in DoD Instruction (DoDI) 1100.22, “Policy and Procedures for Determining Workforce Mix.” Hereafter, the personnel identified by the contractor to perform these services shall be referred to as “Mission Essential Contractor Personnel.”

Table 1.3.1.11 Mission Essential Services Table

PWS

Para Mission Essential Services

1.3.3 Cyber Security

1.3.3.4 COMSEC and EKMS Support Services

1.3.3.5 User Account/Permission Management

1.3.3.6 SIPRNet Hardware Token Support

1.3.3.7 IESS Sustainment

1.3.3.8 Facilities Video Security Systems

1.3.4.2 VTC Support Services

1.3.5.1 Voice over Internet Protocol (VOIP) Telecommunications

1.3.5.2 Public Switched Telephone Network Building Voice Telecommunications (Legacy)

1.3.5.3 Wireless Voice/Data Telecommunications

1.3.5.4 Personal Satellite Communications

1.3.6.1 Network Devices

1.3.6.2 Controlled Interfaces / Security Devices

1.3.7.1 System Administration

1.3.7.3 Desktop/Laptop Systems

1.3.7.4 Deployment / Loaner Laptop Systems

1.3.7.5 Exercise Support

1.3.9.1 Knowledge Management

1.3.9.6 Site Collection Support

The contractor shall provide a plan for Mission Essential Contractor Services. The plan shall include provisions for providing split operational, as described below, support of tasks during exercises and contingencies. Not all Mission Essential Services (Tasks) are required for all locations during split operations. The contractor’s plan shall specify required mission essential services and plan to support each site per the Government’s approval. The initial plan is due at time of quote submission and thirty (30) business days after personnel or contract modifications/changes.

Split operational support includes support to operations in X132, Norfolk Naval Base, Norfolk, one Government designated COOP locations, and one Government designated “Safe Haven” location.

Covered Defense Information is identified for all of Task 3. Additionally, Operationally Critical Support is designated in Task 6, subtask 4; Task 7, subtasks 1, 4, 5, and 6; and Task 9, subtasks 1, 3 and 4.

1.3.1.12 Task 1 Subtask 12: Managers' Internal Control Program The contractor shall provide baseline input to Managers' Internal Control Program (MICP) data calls on a monthly basis. The contractor shall collect, collate, and report MICP Assessable metrics and reportable details using Government furnished templates. The report shall be delivered NLT the eighth (8th) calendar day of each calendar month.

1.3.1.13 Task 1 Subtask 13: Configuration Management (CM)

CM is the discipline of identifying JECC controlled configuration components and their relationships in a continually evolving system, taking into account relevant system interfaces, for the purpose of maintaining integrity, traceability, and control over change throughout the lifecycle. It is a disciplined process of technical and administrative direction for the identification and documentation of a system's functional and physical design requirements; the management of subsequent changes; and the verification of successful requirement implementation.

Current JECC architectures are largely subsets of USTRANSCOM and service provider environments and are managed under their respective CM activities. Asset management and CM are defined differently for each of these environments. The contractor shall identify and define the JECC owned IT configuration items (CI) in the system and control the change of these items throughout their lifecycle as well as report status of a CI during its life cycle. The contractor shall support and /or conduct periodic change boards or other CM-related meetings as required by the Government. The contractor shall participate in the USTRANSCOM and service provided CM status accounting processes, support status review and change boards, document review board results and follow up on action items from the CM-related meetings as required by the Government.

The contractor shall support configuration control and CM as a systems engineering process to establish and maintain consistency of JECCs unique C5 systems performance, functional and physical attributes with its requirements, design and operational for JECC systems directly controlled. The contractor shall submit an initial CM Plan sixty (60) calendar days after contract award. The final CM Plan shall be submitted five (5) business days from receipt of Government comments. Once the CM Plan is approved by the Government, the contractor shall submit quarterly CM reports based on criteria agreed on in the CM Plan.

1.3.1.14 Task 1 Subtask 14: Daily Operational Status

The contractor shall provide, on/before 0900 Eastern Time (ET) each business day via the JECC SIPR SharePoint Portal, for the following capabilities and services:

a. experiencing high number of incidents

b. unusual operational or end-user activities affecting normal daily operations

c. migrations, transitions, service outages, and/or scheduled service interruptions

d. unscheduled service disruptions

e. flag level support activities. The.

The contractor shall provide status update for capabilities and services by posting the daily operational status to the designated collaborative portal environment accessible for viewing by all authorized users on/before 0900 ET each business day for the following: services:

a. experiencing high number of incidents

b. unusual operational or end-user activities affecting normal daily operations

c. currently migrating, transitioning

d. experiencing service outages and/or scheduled service interruptions

e. experiencing unscheduled service disruptions

f. requiring flag level support

g. key projects, tasks and initiatives

h. key network operations actions

i. key cyber security actions

j. significant events The contractor shall post the daily operational status to the designated collaborative portal environment accessible for viewing by all authorized users on/before 0900 ET each business day.

1.3.2 Task 2: ITAM Support Services

This task consists of the functional activities relating to the administration and management of IT property, inventory management, lifecycle management and disposal of hardware and software IT assets. The contractor shall provide ITAM services including technical support to the JECC’s Subordinate Elements. The contractor shall act as JPSE’s Equipment Custodian. The contractor shall be responsible for ensuring services are delivered effectively and efficiently, to include fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. The contractor’s Property Administrator (PA) shall serve as principal POC for ITAM issues. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this task. The contractor shall maintain ITAM Support continuity folders.

1.3.2.1 Task 2 Subtask 1: Property Administrator

The contractor shall assume the duty of JECC PA for Hardware (H/W) and Software (S/W) assets under JECC HQ and JPSE control. The PA shall account for all ITAM assets IAW United States Transportation Command Instruction (USTCI) 6900.01, DoDI 5000.64, Air Force Manual (AFMAN) 17-1203A, and JECC Instruction (JECCI) 23-01.

The contractor shall:

Assume control of accountable IT hardware and Internal Use Software (IUS) assets using the Accountable Property System of Record (APSR) designated by USTRANSCOM.

Assume control of any IT hardware and IUS assets determined to be excess dictated by the Government that need to be retained by the command for future reuse and transfer.

Follow the provided guidance and policy on the management of software applications, programs, and related IT hardware and IUS assets.

Ensure the APSR provides positive inventory control for all accountable IT assets and IUS assets.

Oversee the hardware and software inventories ensuring completion annually. One hundred percent inventory accuracy needs to be achieved and maintained for classified, sensitive, and unclassified accountable assets.

The contractor shall distribute annual inventories and ensure that all discrepancy items have been updated in the approved APSR. The contractor shall review Information Discrepancy List for any IT assets or software that have been disposed or removed. Once reviewed the discrepancy list shall be loaded into the approved APSR.

The contractor shall:

• IAW USTCI 6900.01, DoDI 5000.64, AFMAN 17-1203A, and JECCI 23-01 ensure the command’s ITAM inventory is accurately reflected in the Government specified accountable IT hardware and software assets database system.

The contractor shall provide, or ensure availability of, the monthly warehouse equipment-inventory to account for 10% of warehouse assets. The inventory shall be run on the 15th calendar day of every month and shall be completed within ten (10) business days.

The contractor shall:

• Maintain a current listing of all Directorate ITAMs (DITAM) and Equipment Custodians (EC) and ensure updates are completed within three (3) business days after changes occur.

• Support DITAM and EC training necessary to accomplish their duties.

• Support DITAM and ECs initial, cyclic, and annual physical inventories of all JECC accountable ITAM hardware assets as requested. Fix any discrepancies within five (5) calendar days.

• Provide inventory information to the Government based on prevailing ITAM policies, instructions, and when directed.

• Work with the Command IT Asset Manager (CITAM) when an item has been reported as lost, stolen, or damaged so that a Financial Liability for Government Property Lost is completed.

• Manage staging and ITAM asset storage area in conjunction with JECC J4.

• In coordination with JECC Joint Logistics Directorate (J4) and J6 acquisitions act as the command’s focal point for receiving and disposing of all JECC ITAM assets.

• Assist JECC J4 with the Defense Logistics Agency Disposition Services (DLADS) actions for IT equipment per JECC guidance.

• Provide procedures for shipping, disposal, and requesting assets from warehouse.

• Work with the JECC J6 Program Analyst to establish inventory reorder thresholds and quantities and inform the Government if established equipment inventory thresholds have been reached.

Computer hardware and warehousing equipment (e.g., workbenches, shelving, pallet jack) are available for the contractor’s non-exclusive use. Storage space will be provided by the Government in building X132 for Government owned equipment.

1.3.2.2 Task 2 Subtask 2: Degaussing of IT Assets

The contractor shall prepare inoperable or lifecycle depleted IT equipment for turn-in. The contractor shall remove magnetic media, degauss media IAW degaussing device manufacturer directions, and wipe media IAW USTCI 33-16 and DoDI 5000.64. The contractor shall perform activities which may include tracking degaussing/wiping activities in a log; and transferring to

Inventory Control Team for disposition. The contractor shall provide the degaussing function for JECC users and provide assistance to non-collocated JECC organizations when requested and as available.

1.3.2.3 Task 2 Subtask 3: Deployment Equipment Support

The contractor shall support and maintain standardized inventory of deployment ITAM related equipment IAW USTCI 33-16, DoDI 5000.64, established JECC requirements, and JECC readiness and deployment instructions.

The contractor shall setup, configure, track, store, package, ship, reconstitute, and restock deployment equipment.

The contractor shall submit issued/received documents and reports using tools/products provided by the servicing agency. The contraactor shall report low and/or depleted levels of deployment equipment in the Daily Operational Status Report.

The contractor shall provide Deployment Equipment related updates to the JECC Traveler’s Guide when changes occur in JECC J6 associated processes, procedures, or technologies within three (3) business days for JECC Portal-based version and provide change pages to JECC Traveler’s Guide OPR for hard-copy version (usually published semi-annually).

1.3.2.4 Task 2 Subtask 4: IT Asset Configuration Management

The contractor shall establish and support IT Asset CM to establish and maintain consistency of the JECCs C5 systems performance, functional and physical attributes with its requirements, design and operational. The contractor shall submit an IT Asset CM Plan sixty (60) calendar days after contract award with final plan submitted five (5) business days from receipt of Government comments. This strategy may be combined with the CM Plan deliverable described in paragraph 1.3.1.13 Task 1 Subtask 13: CM. Once the IT Asset CM Plan is approved by the Government, the contractor shall submit quarterly IT Asset Management reports based on criteria agreed on in the approved strategy.

At a minimum, the contractor shall report: Locations and current software load of ITAM assets in use, discrepancies, and fix action for items not within configuration parameters, maintenance performed, suggested five-year replacement/upgrade schedule, and other factors that may affect end-of-life date for all equipment and software.

1.3.2.5 Task 2 Subtask 5: IT Life Cycle Management Support

The contractor shall provide and support a Life Cycle Management Plan for JECC C5 systems.

The contractor shall submit an IT Life Cycle Management Plan sixty (60) calendar days after contract award with final plan submitted five (5) business days from receipt of Government comments. This strategy may be combined with the CM Plan deliverable in described in paragraph 1.3.1.13 Task 1 Subtask 13: CM. Once the Life Cycle Management Plan is approved by the Government, the contractor shall submit quarterly lifecycle reports to the Government based on the Life Cycle Management Plan.

At a minimum, the contractor shall report in-service dates, maintenance performed, warranty information, suggested five-year life cycle replacement schedule, and other factors that may affect end-of-life date for all equipment.

1.3.3 Task 3: Cyber Security

The contractor shall support the Government’s service owner/manager for Cyber Security services to maintain and coordinate system compliance with the DoD, USTRANSCOM, Air Force, and JECC policies and instructions.

The contractor shall, per service provider(s) Cyber Security programs, submit Cyber Security related documents and reports using tools/products provided by the servicing agency.

The contractor shall coordinate with service providers on security and information assurance topics; respond to and assist in development of certification and accreditation packages; and develop, prepare, and make recommendations on policy requirements to include evaluating new requirements to ensure continual certification and accreditation compliance.

The contractor shall perform Local Registration Authorities (LRA) Information System Security Officer (ISSO) duties. On a monthly basis, the contractor shall perform required LRA ISSO audit functions and report issues to, as required by the SIPRNet LRA program, to the designated JECC

J6 POC.

The contractor shall perform duties as the JECC Information Systems Security Officer IAW the service providers guidance. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this task. The contractor shall maintain continuity folders.

1.3.3.1 Task 3 Subtask 1: Cyber and Physical Security Support Services This task consists of the functional activities relating to the administration and management of Cyber and Physical Security Systems. The contractor shall provide on-site services including management of cyber security and information assurance certifications. The contractor shall be responsible for ensuring services are delivered effectively and efficiently, to include fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. The contractor shall designate a principal POC for cyber security and information assurance issues.

1.3.3.2 Task 3 Subtask 2: Cyber Security Incident Handling and Reporting The contractor shall support the Government’s service owner/manager for incident handling and reporting requirements for Cyber Security related events and incidents.

Within four (4) hours of notification of an incident, the contractor shall complete the Incident Management Checklist (Initial) incident reporting document and submit initial documents to USTRANSCOM Cyber Operations Center and JECC/J6.

Within eight (8) business hours of submission of the initial report and documents, the contractor shall complete the Incident Management Checklist (final) incident reporting document and submit final documents to USTRANSCOM Cyber Operations Center and JECC/J6.

1.3.3.3 Task 3 Subtask 3: Security Exemptions / Waiver Management The contractor shall conduct a security exemption/waiver program to ensure all requests are submitted, tracked, and removed as appropriate.

The contractor shall submit Security Exemptions and Security Waiver requests to service providers using service provider format(s) within three (3) business days of initial request.

The contractor shall remove Security Exemptions and Security Waiver requests to service providers using service provider format(s) within three (3) business days of initial request. The contractor shall track status of all requests and approvals and provide a monthly listing of the status.

1.3.3.4 Task 3 Subtask 4: COMSEC and EKMS Support Services

The contractor shall support the Government’s service owner/manager to provide technical and operational support for all COMSEC and EKMS. The contractor shall perform assigned EKMS / COMSEC duties. This Subtask requires a minimum of two persons designated and trained to meet Two Person Integrity (TPI) requirements. The Government will provide two trained individuals and the contractor shall provide two individuals.

The contractor shall complete all service provider tasks and documents necessary to assume COMSEC and EKMS support services responsibilities. The contractor shall maintain EKMS / COMSEC proficiencies through required Government training courses.

The contractor shall ensure the equipment and procedures support for JECC COMSEC deployment requirements.

The contractor shall ensure the JECC COMSEC program is compliant with the service provider(s) policies and procedures.

The contractor shall complete and submit required EKMS and COMSEC documents.

1.3.3.5 Task 3 Subtask 5: User Account/Permission Management

The contractor shall serve as the primary technical support for the User Account and Permissions Management program to ensure JECC user account and permission requests on service provider environments are processed at the local level (includes, but not limited to, network domains, web portals, SharePoint Online (SPO) and Office 365 (NIPR/SIPR), network applications, and network devices.)

The contractor shall manage, establish, service, and delete Office 365 and SharePoint Online accounts within three (3) business days of the Government’s request.

The contractor shall serve as entitlement managers for both NIPR and SIPR Office 365 accounts.

The contractor shall create, modify, track, and delete accounts/permissions IAW the service providers’ security policies within seventy-two (72) hours of the original request for JECC control processing procedures.

The contractor shall submit documents and reports using tools/products provided by the servicing agency.

The contractor shall develop and update "How-To" guides for end-users to properly request and complete the process of acquiring, changing, and deleting end-user accounts.

1.3.3.6 Task 3 Subtask 6: SIPRNet Hardware Token Support

The contractor shall serve as the service primary technical support for the SIPRNet Token Management program to ensure all authorized users have valid and active SIPRNet Tokens as required. The contractor shall submit documents and reports using tools/products provided by the servicing agencies.

The contractor shall perform SIPRNet Public Key Infrastructure (PKI) LRA duties. PKI Tokens are created, modified, tracked, and deleted IAW the service providers’ security policies within seventy-two (72) hours of the original request. The contractor shall reset, update, and/or revoke PKI tokens to users within one (1) business day of request.

The contractor shall perform LRA System Administration duties. The contractor shall maintain the PKI LRA workstation IAW DoDI 8520.02. LRA System Administrators shall not be LRA or LRA Information Assurance Officers.

1.3.3.7 Task 3 Subtask 7: IESS Sustainment

The contractor shall assume maintenance responsibility for all IESS equipment and software.

The contractor shall perform preventive (scheduled) operator training for watch standers. Service requests and IESS improvement requests shall be submitted through JITS. Response times shall adhere to the IESS Sustainment standards: Critical- two (2) hours, High- four (4) hours, Medium- six (6) hours, and Low- eight (8) hours. The contractor shall track and schedule lifecycle replacement or upgrades of devices. The contractor shall perform minor configuration changes as required.

The contractor shall deliver and update IESS Sustainment Plan Ten (10) business days after contract start. The contractor shall submit listing of components required to stock related IESS components based on current architecture. The contractor shall develop and maintain a monthly listing of components required to keep an on-hand supply of stock related IESS components to ensure an operational availability based on current architecture. On the 15th business day of each month, the contractor shall deliver a listing of components used for the previous month and current stock level of all related IESS components. On a quarterly basis the contractor shall conduct testing of systems. On a monthly basis the contractor shall go to the remote location to ensure functionality.

1.3.3.8 Task 3 Subtask 8: Facilities Video Security Systems

The contractor shall serve as the primary technical support responsible for installation, periodic break/fix maintenance, troubleshooting, preventative maintenance and removal of security cameras, recording devices and storage systems. The contractor shall provide installation and maintenance of facilities video security systems including video recorders, cabling, and infrastructure support structure.

The contractor shall report video security system outages in the Daily Operational Status Report.

The contractor shall perform Quarterly IESS and Closed Caption Television (CCTV) testing of systems.

1.3.4 Task 4: Audio-Visual Support Services

This task consists of managing functional activities relating to the administration and management of Audio-Visual Systems. The contractor shall provide on-site and local area technical services at the JECC. The contractor shall provide on-site services only at the JCSE.

The contractor shall provide services at JECC and JCSE identified at their respective place of performance. The contractor shall be responsible for ensuring services are delivered effectively and efficiently, to include fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. The contractor shall provide Tier I support for cable television trouble calls. The contractor shall designate a principal POC for audio-visual issues. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this task. The contractor shall maintain Audio- Visual continuity folders.

1.3.4.1 Task 4 Subtask 1: Audio-Visual Support –(All tasks are required at JECC and are identified below if they also pertain to JCSE.)

The contractor shall manage, setup, schedule, breakdown, and reset physical meeting spaces to include conference rooms and other designated meeting spaces within the immediate local traveling area. Also applies to JSCE at their place of performance.

The contractor shall actively monitor all flag level meetings without interruption of monitoring.

The contractor shall send acknowledgements to requestors of Audio-Visual support services within 1 business day of initial requests and 1 business day prior to conference room use. Also applies to JCSE at their place of performance.

The contractor shall report maintenance outages in the Daily Operational Status Report.

1.3.4.2 Task 4 Subtask 2: VTC Support Services

The contractor shall serve as the local JECC service owner/manager responsible for operations and maintenance of three distinct VTC environments.

The contractor shall setup, assist in the scheduling, and breakdown Video-Teleconferences. Also applies to JCSE at their place of performance.

The contractor shall send acknowledgements to requestors of support services within one (1) business day of initial requests and one (1) business day prior to conference. Also applies to JCSE at their place of performance.

The contractor shall report maintenance outages in the Daily Operational Status Report.

The contractor shall actively monitor all flag level meetings without interruption of monitoring.

Also applies to JCSE at their place of performance.

1.3.4.3 Task 4 Subtask 3: AV/VTC Maintenance

The contractor shall perform periodic maintenance, troubleshooting, preventative maintenance of all AV/VTC equipment.

The contractor shall serve as local POC when coordinating AV/VTC updates and modifications whether JECC initiated or USTRANSCOM J6 initiated.

The contractor shall report maintenance outages in the Daily Operational Status Report.

1.3.4.4 Task 4 Subtask 4: Public Address (Giant Voice) and Portable Sound Systems The contractor shall Perform installation, periodic maintenance, troubleshooting, preventative maintenance, and removal of Public Address and portable lecterns equipment.

The contractor shall Deliver equipment and provides training to end-users of portable lectern(s) and sound system(s).

The contractor shall Provides installation and maintenance of facilities fixed sound systems (Giant Voice) including speakers for services not covered by base level contract support.

1.3.5 Task 5: Voice Telecommunications Support Services

This task consists of the functional activities relating to the administration and management of Voice Telecommunications Systems. The contractor shall provide primarily on-site services. The contractor shall be responsible for ensuring services are delivered effectively and efficiently, to include fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. The contractor shall designate a principal POC for voice telecommunications issues. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this task. The contractor shall maintain Voice Telecommunications continuity folders.

1.3.5.1 Task 5 Subtask 1: Secure and Unclassified VoIP Telecommunications The contractor shall serve as the service owner/manager responsible for all VoIP telephone systems (acquiring, provisioning, user level servicing, assigning, receiving, and installing devices). The contractor shall perform Telephone Control Officer duties as required by telephone service provider directives, policies, and/or procedures. The contractor shall submit telephone service requests (TSR) or other related document(s) within four (4) business days of an initial request for support to external service providers. The contractor shall coordinate scheduled outages with service providers and customers.

The contractor shall issue VoIP devices within two (2) business days of initial trouble ticket.

The contractor shall ensure bench stock available to support equipment swap-out due to faulty devices, new installations, and operational requirements in garrison and deployed.

The contractor shall report low and/or depleted levels of VoIP equipment in the Daily Operational Status Report.

The contractor shall report maintenance outages in the Daily Operational Status Report.

1.3.5.2 Task 5 Subtask 2: Public Switched Telephone Network Building Voice Telecommunications (Legacy) The contractor shall serve as the service owner/manager responsible for the legacy building telephone system (assigning numbers, submitting TSRs, punching down lines not covered by base level support).

The contractor shall perform Telephone Control Officer duties as required by telephone service provider directives, policies, and/or procedures. The contractor shall coordinate scheduled outages with service providers and customers. The contractor shall submit telephone service requests (TSR within five (5)) and trouble tickets within five (5) business days of an initial request for support. The contractor shall submit documents and forms required by the service provider in performance of Requesting Official (Telephone Support Officer) duties within two

(2) business days of initial request for support.

The contractor shall report maintenance outages in the Daily Operational Status Report.

1.3.5.3 Task 5 Subtask 3: Wireless Voice/Data Telecommunications The contractor shall serve as the technical support responsible for wireless voice and data devices (acquiring, provisioning, managing, maintaining, Tier 1 and 2 level servicing, assigning, receiving, and wiping devices). The contractor shall perform Requesting Official duties as required by service provider directives, policies, and/or procedures. The contractor shall submit TSR or other related document(s) within two (2) business days of an initial request for support to external service providers.

The contractor shall perform Tier 1 and 2 wireless voice/data support. The contractor shall issue wireless devices to authorized garrison and deploying personnel.

The contractor shall ensure bench stock has a minimum number of devices available in compliance with Government directives to ensure contractor can issue wireless devices as required by deploying personnel.

The contractor shall report low and/or depleted levels of deployment equipment in the Daily Operational Status Report.

The contractor shall report maintenance outages in the Daily Operational Status Report.

1.3.5.4 Task 5 Subtask 4: Personal Satellite Communications

The contractor shall serve as the primary technical support responsible for personal satellite communications system both Unclassified and Classified (acquiring, provisioning, assigning, receiving, and wiping devices as appropriate). The contractor shall perform duties as required by service provider directives, policies, and/or procedures. Submit service requests or other related document(s) as Requesting Official (Telephone Control Officer) within two (2) business days of an initial request for support to external service providers.

The contractor shall perform Tier 1 and 2 servicing and support.

The contractor shall issue personal satellite communications devices to deploying personnel.

The contractor shall ensure bench stock has a minimum number of devices available in compliance with Government directives to ensure contractor can issue personal satellite communications as required by deploying personnel.

The contractor shall report low and/or depleted levels of deployment equipment in the Daily Operational Status Report.

The contractor shall report maintenance outages in the Daily Operational Status Report.

1.3.6 Task 6 Network Infrastructure Support

The contractor shall support the service provider/owner as the primary technical support for the network. The contractor shall provide on-site services. The contractor shall ensure services are delivered effectively and efficiently, to include fulfilling user requests, resolving service failures.

The contractor shall fix problems, as well as carry out routine operational tasks. The contractor shall also provide support to manage DISA ISP for the JECC. The contractor shall maintain continuity folders for network infrastructure support.

1.3.6.1 Task 6 Subtask 1: Network Devices

The contractor shall work closely with network service providers to install, configure, and manage network-enabled devices and associated software. The contractor shall install, configure, update, manage, and remove network devices as coordinated with service providers. The contractor shall coordinate scheduled outages with service providers and customers.

The contractor shall troubleshoot network devices in coordination with service providers.