2024.09.30 PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

DEFENSE PERSONAL PROPERTY

SYSTEM (DPS) TECHNICAL SUPPORT CENTER (DTSC)

30 September 2024 Version Number 3.0

Table of Contents

1. DESCRIPTION OF SERVICES

1.1 Background

1.2 Scope

1.3 Specific Tasks

1.3.1 Task Area 1 – Contract Management

1.3.1.1 Subtask 1 – Contract Manpower Report (CMR)

1.3.2 Task Area 2 – Sustainment and Maintenance –Ticketing Software (Service Now or equivalent) and Omni channel communication Support

1.3.2.1 Subtask 1 – Ticketing Software Support

1.3.2.2 Subtask 2 – Ticketing Software (ServiceNow or equivalent) Enhancements and Workflow Administration

1.3.2.3 Subtask 3 – Ticketing Software (ServiceNow or equivalent) Training

1.3.2.4 Subtask 4 – Defense Personal Property Program Customer Self-Service Website

1.3.2.5 Subtask 5 – Call Management

1.3.2.6 Subtask 6 – Chat Management

1.3.2.7 Subtask 7 – Email Management

1.3.2.8 Subtask 8 – Ticketing Software Integration

1.3.3 Task Area 3 – DTSC Tier I Operations

1.3.3.1 Subtask 1

1.3.3.2 Subtask 2 – Application Liaison

1.3.3.3 Subtask 3 – DTSCC Tier I Knowledge Database Cleanup

1.3.3.4 Subtask 4 – Customer Service

1.3.3.5 Subtask 5 – Application Monitoring

1.3.3.6 Subtask 6 – User Account Administration

1.3.3.6.1 TEAMS User Account Administration for DPS

1.3.3.6.2 MilMove User Account Administration

1.3.4.1 Subtask 1 – DPS

1.3.4.2 Subtask 2 – eTOPS

1.3.4.3 Subtask 3 – MilMove

1.3.4.4Subtask 4 – DP3 Customer Service Center (CSC) Support (833-MIL-MOVE)

1.4 Deliverables

Table 2: Deliverables for Task Area 1 – Contract Management

Table 3: Deliverables for Task Area 2 – Sustainment and Maintenance

Table 4: Deliverables for Task Area 3 DTSC Tier I Operations

Table 5: Deliverables for Task Area 4 Tier II Support

2. SERVICE DELIVERY SUMMARY

3. GOVERNMENT-FURNISHED AND CONTRACTOR-FURNISHED EQUIPMENT AND

INFORMATION

3.1 Government Furnished Equipment (GFE)

3.1.1 Use of Government-Furnished Computers

3.1.1.2 Privately Owned Computers

3.1.1.3 Information Services

3.1.1.4 Access to Government Services

3.1.1.5 Official Business

3.1.1.6 Property Accountability

4. GENERAL INFORMATION

4.1 Place of Performance

4.2 Period of Performance

4.3 Work Hours

4.4 Cooperation with Other Contractors and Government Personnel

4.5 Contractor Employee Qualifications/Certifications

4.6 Non-Disclosure Agreement (NDA) for Contractor Employees

4.7 Commercial Phone Lines

4.10 Travel and Other Direct Costs (ODC) (Time and Materials [T&M]) (ODC Priced-Separately)

5. SECURITY (PHYSICAL, PERSONNEL, INFORMATION, ANTITERRORISM/FORCE

PROTECTION AND INDUSTRIAL) REQUIREMENTS

5.1 General Security Information

6. CYBER SECURITY

6.1 Handling of Non-Public Information

6.2 Periodic Government Inspections

6.3 Remote Access

6.4 Cybersecurity Incident Reporting

6.5 Cybersecurity Incident Reporting Timelines

6.6 Mandatory Reporting Data

6.7 Incident Reporting Coordination

6.8 Confidentiality and Non-Attribution Statement

7. CONTRACT TRANSITION

7.1 Transition-In

7.2 Transition-Out

Table 7: Deliverables for Task Area 7 Contract Transition

APPENDIX A: APPLICATION DESCRIPTION

APPENDIX B: EMPLOYMENT STATUS REPORT TEMPLATE

APPENDIX C: APPLICABLE DOCUMENTS

APPENDIX E: GOVERNMENT FURNISHED EQUIPMENT/INFORMATION

APPENDIX F: CONTRACTOR FURNISHED EQUIPMENT/INFORMATION

APPENDIX G: ACRONYMS

APPENDIX H: NONDISCLOSURE AGREEMENT

PERFORMANCE WORK STATEMENT

UNITED STATES TRANSPORATION COMMAND DIRECTORATE OF ACQUISITION,

PROGRAM MANAGEMENT OFFICE

DEFENSE PERSONAL PROPERTY PROGRAM (DPS) TECHNICAL SUPPORT CENTER (DTSC)

1. DESCRIPTION OF SERVICES

1.1 Background

The United States Transportation Command (USTRANSCOM) provides global air, land, and sea transportation for the Department of Defense (DoD), both in times of peace and war through its Transportation Component Commands (TCCs): Air Mobility Command (AMC); Surface Deployment and Distribution Command (SDDC); and Military Sealift Command (MSC). USTRANSCOM provides synchronized transportation, distribution, and sustainment, which makes possible projecting and maintaining national power where needed with the greatest speed and agility, the highest efficiency and most reliable level of trust and accuracy.

The Defense Personal Property Program (DP3) is a Department of Defense (DoD) program administered by the Commander, USTRANSCOM in accordance with Department of Defense Instruction (DODI) 4500.57, Transportation and Traffic Management. The Defense Personal Property Management Office (DPMO or TCJ9) is responsible for executing household goods and privately owned vehicle shipping and storage programs for military service and U.S. Coast Guard members, Department of Defense (DoD) civilians, and their families. The DPMO delivers DP3 to serve as a centralized, integrated program designed to generate year-round quality capacity and ensure program accountability exists to meet DoD’s personnel relocation needs.

The Defense Personal Property System (DPS) Technical Support Center (DTSC) is an omnichannel communication resolution center that answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, web, chat customer communications with customer satisfaction as the primary goal using Customer Relationship Management (CRM) principles. The DTSC services multiple defense personal property systems and associated incidents affecting multiple aspects of personal property moves, both technical and functional.

Issues range from technical how to (including Identity and Access Management (IDAM)) to Services related entitlement issues, as well as business process questions affecting DP3 and associated applications. The DMS supports Confidentiality, Integrity, and Availability (CIA) Low and Medium level applications, as well as specific transportation support operations external to USTRANSCOM.

1.2 Scope

The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II technical support services for the DP3 and DPS applications, capability, and business functions. The following applications shall be supported (Appendix A and this PWS provides a description of additional applications associated with and impacting the list below):

• Defense Personal Property System (DPS) includes the DPS/Transportation Operational Personal Property

Standards System (TOPS) Module and DP3

• MilMove System for the Defense Personal Property Program Increment 4

Support shall include DTSC Tier I omni channel ticket resolution, sustainment, and maintenance of the ticketing software (presently ServiceNow (SNOW)), Defense Personal Property System (DPS) and MilMove IT System support, and DP3 functional/operational support. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in this PWS. A ticketing software (SNOW or equivalent) must be approved by the Government and will be reimbursed under the Other Direct Cost (ODC) contract line item (CLIN). The ticketing software is required to create, track, escalate and de-escalate technical support issues using omni channel communication and online capabilities as detailed in this PWS. The ticketing software must also provide multiple reporting capabilities, as well as, providing the ability to manage all inbound and outbound technical service interactions with customers. The ticketing software must provide customer information to the Technical Support Representative (TSR) at the time of the call, the ability to search for known solutions, transfer and manage customer tickets using commercial best practices for effective customer support, and to bring technical support issues to a resolution quickly and efficiently.

This requirement includes gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in USTRANSCOM customer relationship management (CRM) strategy to provide Technical Support Representatives (TSR) an effective customer identity management approach. USTRANSCOM requires the use of an integrated customer relationship management solution, with automated omni channel communication capability, including automated chat and call distribution, that directs customers to the appropriate solutions and/or TSR based on customer’s issue or responses.

The DTSC must provide a technical solution that can connect with external applications using integrations such as leveraging application program interfaces (APIs) to fetch, create, update, or delete information with third-party applications. Examples of external applications/collaboration tool integration include integration with platforms like Slack, Microsoft Teams, and MilMove (where users can generate tickets from within the application), etc. .

Unless otherwise specified in this PWS, all days are designated as calendar days. The PWS includes the following task areas:

Task Area 1: Contract Management Task Area 2: Sustainment and Maintenance – Ticketing Software and Omni channel communication Support Task Area 3: DTSC Tier I Operations Task Area 4: Tier II Support

1.3 Specific Tasks

1.3.1 Task Area 1 – Contract Management

This task consists of the functional activities relating to the administration and management of this effort. The contractor shall provide management of contractor personnel performing tasks in this task order (TO). The contractor shall, at the request of the Contracting Officer’s Representative (COR), participate in, present to, and report on meetings, conferences, and symposia. The Government estimates an average of two ad hoc reports/briefs/meeting minutes each month. The contractor shall provide the reports in electronic format within two business days of the report request or as specified by the Government.

The contractor shall notify the COR of special instances such as system down time, high priority Incidents or Problems that involve high visibility individuals, issues with application functionality, or contact by other Government agencies. The contractor shall notify the COR when issues arise which would hinder the customer support center operations.

The contractor shall provide the following:

• Monthly Status Report (MSR) monitoring the quality assurance and management controls supported during the month. The contractor shall include in the MSR call volume statistics (volume and frequency of phone calls; average time in queue; average length of phone calls; abandonment rate, First Response Time (FRT), Consistent Resolutions Rate, Escalation Rate (or First Contact Resolution Rate), Average reply time (across omnichannel, not just initial response but all responses and mediums), Agent Touches per ticket (less is better), Knowledge Base Views (to identify trends), Performance by Channel of communication), and TSR occupancy rate. The MSR is due no later than the 10th business day of each month.

• The contractor shall conduct a Program Management Review (PMR) every month no later than the 10th business day of that month. The PMR should include the following: identification of problems and follow-up action, if necessary; review of deliverables; review of risks and how they were mitigated;

recommendations where appropriate; and status of issues from previous meetings. Within five business days of the PMR, the contractor shall deliver minutes and a copy of the presentation slides to the COR, PM, and FSM for each application.

• The contractor shall provide an employee status report containing names, citizenship, and duty location of personnel supporting the DTSC contract. Changes to this report shall be consolidated on a weekly basis and provided to the COR no later than 4:00 PM central time of the first business day of each week.

• The contractor shall provide a DTSC Standard Operating Procedures (SOP) with their unique technical approach within 30 calendar days from the contract start date, and update NLT 10 calendar days after changes to procedures, as needed. The SOP shall describe how services will be processed at the DTSC in accordance with the PWS describing the contractor’s proposed approach. The SOP is written instructions intended to document how to perform routine activities and must include sufficient detail to assess requirements of this PWS are met or exceeded.

• The contractor shall create and maintain an emergency plan in the case of a catastrophic event impacting the operational capability and shall provide it to the COR NLT 30 business days after contract performance start. The plan shall be realistically executable in the case of an event (local, regional, national) that significantly increases customer contact volume. The plan shall include instructions on how to access knowledge database and customer relationship management information during partially degraded operations, with or without access to cloud environments. The following services performed under this contract are deemed “Essential Contractor Services: as defined and described in DFARS 252.237-7023 “Continuation of Essential Contractor Services”: task areas 3 and 4.

• Update omni channel communications (Chatbot, website, Interactive Voice Response (IVR), etc.) to provide emergency messages to the customers.

1.3.1.1 Subtask 1 – Contract Manpower Report (CMR)

The contractor shall report in the System for Award Management (SAM): 1) the total dollar amount invoiced for services performed during the previous Government fiscal year under the contract; 2) the prime contractor direct labor hours expended on the services performed during the previous Government fiscal year; and 3) if applicable Tier I subcontract number, including DUNS number/Unique Entity Identifier (UEI) and name, and the number of subcontractor direct labor hours expended under the contract. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30.

1.3.2 Task Area 2 – Sustainment and Maintenance –Ticketing Software (Service Now or equivalent) and Omni channel communication Support

The contractor shall maintain and sustain the ticketing software, both operational and functional, in support of the DTSC. The contractor will provide a user guide for use of its ticketing software (Software as a Service).

As needed, the Contractor shall update its User Guide. The Government does not expect this guide to be updated more often than 6-12 times per year.

The contractor shall ensure ticketing software/tools and applications support their associated functional requirements, to include workflow development, maintenance, ticket creation, tracking, escalation, de-escalation, closing tickets, transfer and routing of customers, and reports. The tools must have robust reporting capability and the capability to run ad hoc reports based on select criteria. Examples include: ⦁ Incident Counts by Month and TSR; Incident Counts by Month and TSR – Detail; Incident Counts by Date; Incident Counts by Hour; Incident Counts by Incident Type; Incident Counts by Source; Incident Counts by Account;

Incident Details - (Tabular Report); Incident Detail with Activities and KB Articles; Incident Detail with Activities and KB Articles (Selected SR); Incident Detail with Activities; Incident Detail with KB Article Comments; Incident Detail with Last Activity; Incident Time Statistics by Service and Function; Aging Metrics Report - Time taken to resolve an Incident; Aging Metrics Report - The time Incident has been open;

Incident Average Time by Month and CS; Incident Counts by Closed Month and TSR; Incident Counts by Account Location and Incident Summary Extract. Data export shall be supported in various formats (examples such as XLS, CSV, PDFs).

The contractor shall ensure information system security engineering is employed during any/all changes to the system architecture. The contractor’s Help Desk Manager shall be Help Desk Institute Support Center Manager (HDI-SCM) or Help Desk Manager (HDI-HDM) certified. Additional certification requirements listed in Part 4.5.

1.3.2.1 Subtask 1 – Ticketing Software Support

The contractor shall provide online ticketing tools and applications, as needed, to support changes to applications, and related business rules. Contractor shall meet with the COR and others as required, monthly to discuss current capabilities and prioritize any proposed updates or changes to existing ticket priorities. A list of updates and changes shall be included in the MSR. The contractor shall maintain and enhance the omni channel capabilities (email, chat, call) for the DTSC ticketing tool application as needed. The online suite of tools will support ability to upload attachments to tickets, including attaching photos, documents, excel sheets, PDFs, videos, or other files to tickets. The ticketing tool will be licensed to USTRANSCOM.

The contractor shall provide the following support services:

• Systems Admin Support

• Setup and maintain documentation and standards

• Plan growth and changes (capacity planning)

• Provide on-call support when required

• Perform general technical trouble shooting

1.3.2.2 Subtask 2 – Ticketing Software (ServiceNow or equivalent) Enhancements and Workflow Administration

The contractor shall present, brief, or demonstrate ticketing tool changes, voluntary enhancements, and recommendations to the DTSC PM and COR. The contractor shall review requests for government enhancements and changes to ticketing tool once submitted, approved, and prioritized by the Government. The contractor shall provide a project schedule or rough order of magnitude for completing requested changes to the ticketing tool and identify impacts on any tasks. If any conflicts occur between tasks, actions, or initiatives, the Government will determine the priority of the actions or initiatives that will be completed by the contractor and the required delivery date(s). The contractor shall develop and implement required ticketing tool changes in accordance with priorities set by the Government functional and technical DTSC points of contact.

1.3.2.3 Subtask 3 – Ticketing Software (ServiceNow or equivalent) Training

The contractor shall provide on-site training for Government-designated personnel related to the DTSC Customer Self-Service website and ticketing tool workflows. Training shall be provided up to twice a month.

The contractor shall develop training material adequate to reach the target audience, conduct the training and maintain training materials. Training for the ticketing tool shall consist of a one-hour class virtually for the functional users (Tier II and III users). The estimated number of functional users requiring training at any given time could range from 1-10 personnel.

Deliverable: Monthly Report identifying total licenses assigned, issued, issued to and available for issuance.

Delivered no later than the 10th business day of each month.

1.3.2.4 Subtask 4 – Defense Personal Property Program Customer Self-Service Website

The contractor shall provide Tier 1 support within the ticketing tool environment and Defense Personal Property Program Technical Support Self-Service website. The website provides an alternative method for customers to submit Incidents and will be open for users to view and review KB Articles to common issues and common links. Customers will be able to, without having to use their CAC or other DoD approved cert, submit a ticket (email or website), view Frequently Asked Questions (FAQs) and responses, and follow up on the status of their ticket. FAQs will be categorized and easily searchable. In order to view Office user Knowledge Base (KB) Articles including troubleshooting information, users must be logged in with a Common Access Card (CAC). The self-service website will be reviewed monthly to ensure current, accurate info is showing there. Results of these reviews are part of the monthly reports to the PM.

The solution provided will support website visitor tracking, providing tracking and analyzing website visitors' behavior, such as the specific pages they view, time spent on each page, or the number of visits. It also enables viewing website visitors' personal information, such as their geolocation, referral source, the device they used, and more.

The contractor shall review, update, and maintain the DTSC Customer Self-Service web site in accordance with the security guidelines put forth by DoD restricting information on a need-to-know basis for the information requiring a user ID and password. The internet address for the DTSC web site is to be determined (TBD). A URL domain fee shall be the responsibility of the contractor and ownership will be transferred from the incumbent to the follow-on contract. The contractor shall review the website monthly to ensure that information is current, accurate, and user friendly. The contractor shall support converting agents' ticket replies to customers into draft knowledge base articles and publish solutions and changes to the web site after coordination and approval by the Government Application Program Manager or designated functional services manager or other representative. Review status of the web site shall be included in the MSR.

Future changes and additions will be posted to the website within three business days of receipt of approval from the Government.

The Government will provide the contractor with a list of Tier II and Tier III staff requiring access to the website within five business days of contract award. Subsequent additional staff will receive access NLT 3 calendar days after submission.

The DTSC web site will be developed, documented, and maintained in compliance with DoD regulations and security protocols (Appendix C). The contractor shall obtain and analyze user feedback and review documentation for enterprise architecture compliance. The contractor shall provide recommendations to the COR regarding the use of new technologies that might improve the operational efficiencies and long-term stability of the DTSC suite of online tools.

1.3.2.5 Subtask 5 – Call Management

The contractor shall provide an Integrated Call Management System (ICMS) implementing rules and parameters governing the routing of inbound telephone calls. The rules shall specify how calls are distributed, usually according to the application the caller requires support of. The following is an example of features included in ICMS.

• Hunt Group: A directory containing destination numbers which, on receiving an incoming call, can be chosen by the caller.

• Call Queue: A directory similar to a Hunt Group that keeps the caller on hold until one of the destination numbers becomes available.

• Call Whisper: A message played to the caller providing information about the DTSC.

• Call Detail Records: Records of 100% of the received calls, usually including time, date, duration, calling number, and called number.

• Call Recording: The ability to record and store 100% of calls for future reference.

• Call conferencing: The ability to connect two or more agents or team members over a call simultaneously.

• Call routing: The ability to automatically route all incoming calls to a specific person or group of people based on pre-established rules and criteria (example 833-Mil-Move)

• Call transcription: The ability to convert a voice or video call's audio track into plain text and store it as a conversation.

The contractor shall provide call statistics that are delineated by demographic data such as caller identification, call time, call date, purpose, resolution, application, escalation status. This information shall be provided in the MSR. The contractor shall provide ad-hoc reports on this data approximately 2-3 times monthly.

The contractor shall provide a telephone configuration back-up capability. Contractor’s phone system must include sufficient capability, including backups, to prevent users from encountering a busy signal, and rather than busy signal they should either immediately connect, enter a hold queue, or be routed to voicemail subject to the standards in this PWS.

1.3.2.6 Subtask 6 – Chat Management

The contractor shall provide an Integrated chat capability, implementing chat bot on the ticketing website for customer use with both live chat during regular business hours, and automated chat or Chatbot. The Chatbot, while appearing to be a real person, simply applies a rules-based program that uses detailed questions and natural language query processing to discover problems and offer possible solutions through canned answers to common problems, displaying alternate information resources, or triggering an automated process such as contact routing. The rules shall specify how chats are distributed, usually according to the application the caller requires support of.

The following is an example of features included in chat.

• Browser based chat: Enables website visitors to chat with agents using a live chat button or widget on the website, via instant message with a real person Mon - Fri 8am - 6pm.

• Set queue limit: Defining the max queue limit in live chat button to automatically change its availability to offline or hide the chat button from the website when the max limit is reached.

• Manual chat transfer: Ability to transfer chat sessions to other agents manually.

• Chat routing: Prioritizes and routes incoming chats to suitable agents or departments based on set criteria to DPS, MilMove, eTOPs, etc.

Contact routing: If the bot can't solve a problem, contact routing would allow customer hand off to an actual person, ideally routing the customer to the right service representative based on the rep's experience with similar issues or type of issue.

The contractor shall provide chat statistics that are delineated by demographic data such as chat time, date, purpose, resolution, application, escalation status. The solution will also enable viewing website visitors' general profile. Information, such as their geolocation, referral source, the device they used, and more. This information shall be provided in the MSR. The contractor shall provide ad-hoc reports on this data approximately 2-3 times monthly.

1.3.2.7 Subtask 7 – Email Management

The contractor shall provide fully Integrated Email Management as part of their solution, implementing rules and parameters governing the routing of inbound emails and ticketing tool generated emails. The rules shall specify how emails are distributed, usually according to the application the caller requires support with.

1.3.2.8 Subtask 8 – Ticketing Software Integration

The DTSC may be required to provide technical support for the use of alternative services supporting external applications using integrations such as leveraging application program interfaces (APIs) to fetch, create, update, or delete information with third-party applications. Examples of external applications/collaboration tool integration include integration with platforms like Slack, Microsoft Teams, Jira, VersionOne, and MilMove generated incidents (users generate tickets from within the application), etc. .

1.3.3 Task Area 3 – DTSC Tier I Operations

1.3.3.1 Subtask 1

This task consists of activities required to keep the DTSC operational and provide helpdesk support to DTSC supported applications. This area provides requirement definitions for the self-service web site, matrix for priorities and problem resolution, and additional operational support.

1.3.3.2 Subtask 2 – Application Liaison

The contractor shall provide liaison support for each DP3 application.

Liaisons shall coordinate issues, problems, resolutions, and specific system support with the COR and DTSC Program Manager. An overall Program Manager (PM) from TCAQ-T acts as a liaison between the government and the contractor, with the DPMO (TCJ9) providing CORs and Functional Services Managers (FSMs).

Liaisons shall review and analyze process rules based on information gathered and analyzed from SOP;

Ticketing Software, ICMS statistics; and common customer problems. The Liaison shall provide ongoing support to include:

• Generate reports to include routine system reports

• Group incidents into the following areas: DPS Account Creation/Access, eTOPS, MilMove, Functional

Questions, CSC Tier 2 support, etc.

• Ensure every customer contact with the DTSC, if a request for service, is recorded as a record.

• Notify the COR and DTSC Program Manager to monitor high priority incidents

• Update the COR and DTSC Program Manager on status of high priority Incidents received by the DTSC

• Ensure Incidents are kept updated when providing information on high priority services requests

• Ensure if numerous incidents are being opened regarding the same topic/issue, a Problem is created, and all incidents attached to keep the count of number of times someone called in with same issue

• Review, research, and ensure complex customer Incidents that require escalation meet the stated criteria

• Provide system(s) checks on an approved schedule

• Identify and correct specific problems with individual TSRs that could impact customer service

• Develop scripts when required

• Ensure all TSRs have the appropriate training to provide a professional, quality, and knowledgeable response to the customer

• Review DTSC public information and TSR/customer discussions to ensure security guidelines are followed.

Liaisons shall work closely with COR and DTSC Program Manager or other designated Government personnel to resolve application problems. Liaisons shall attend meetings, as required, with system applications. Through these meetings, the contractor shall familiarize themselves with current problems, upcoming changes, recurring problems, future plans, and scheduled outages. The contractor shall use this information to provide customers with the most accurate information. The contractor shall be kept abreast of changes made to existing and new applications and request training from the TCAQ Project Management Office (PMO), as required. Upon request for training, the Government and contractor shall work together to coordinate the training. The contractor shall keep the COR informed of any issues that arise as a result of any meetings with the PMOs or if notified by the PMO of any problems.

Liaisons shall monitor the service provided by the TSRs. Examples include reviewing phone calls, reviewing customer feedback, comparing the information entered by the TSR with the request submitted by the customer, comparing the solution provided in the Incident entered by the TSR and the solution provided in the Knowledge Database, providing training to the TSR to focus on particular problem areas, working directly with the customer if a TSR has not provided the appropriate level of service as described in the DTSC SOP, DPM Escalation SOP or in this document, and identifying any serious problems with customer service to the Government.

1.3.3.3 Subtask 3 – DTSCC Tier I Knowledge Database Cleanup

This task does not support modules that do not require Tier I support.

Within the ticketing tool , there is a database of solutions referred to as the Knowledge Database. The contractor shall maintain these solutions in the Knowledge Database ensuring step-by-step instructions are provided that a customer can easily follow and receive through chat, email, over the phone, or through the DTSC self-service website. The contractor shall ensure these solutions are provided to the customer and shall make necessary changes to ensure solutions remain accurate through an internal review process as well as a review process with USTRANSCOM. Prior to closing an incident report, attach the correct Knowledge Database to the incident ticket 100% of the time. The contractor shall assist the PMOs in the development of standard problem resolutions for user problems. The contractor shall review the information to ensure redundancy is kept to a minimum. The contractor shall present solutions to be reviewed and identified by the PMO for public release. The contractor shall ensure solutions marked for public release are accessible by customers within the self-help website.

The contractor shall ensure the Knowledge Database is technically accurate, complete, and does not contain errors such as spelling, grammar, and redundancy. Solutions shall be reviewed on by the contractor internally to ensure accuracy. On a quarterly basis, the DTSC and USTRANCOM PM and Functional Services Managers ensure KB articles are kept up to date. During the quarterly review, FSMs will go through the KB Article Database and review KBs marked for review (1/4 of total KBs for that application) and will make corrections as needed. All updates and edits as well as the user who makes said edits to a KB Article will be captured and made part of the KB Article audit trail. All KBs will be reviewed yearly with 1/4 being reviewed each quarter of the year. A report listing KB Articles needing review is sent to each program quarterly.

Solutions not edited, rejected or approved by program PM or FSM within 90 calendar days or prior to the next quarter’s release of KB articles will be assumed to be complete and up to date.

In addition to quarterly review, Functional Services Managers (and Tiers 1, 2, 3) can make updates to KB articles at any time, which will then be processed using the existing review process and timeframes. A comprehensive annual review is performed in January and February, with quarterly reviews scheduled thereafter. A final report shall be delivered in March of each year. In all cases, the contractor shall publish solutions requiring changes within 3 calendar days of the change submission/approval.

New solutions added to the Knowledge Database by the contractor shall be reviewed and coordinated by DPS Tier 2 PMO and DPS Tier 2 Support to ensure accuracy and functionality.

1.3.3.4 Subtask 4 – Customer Service

The contractor shall provide 24 hours a day/7 days a week/365 days a year (24/7/365) customer service support to DTSC customers world-wide via omnichannel (website, email, call, chat). Appendix D provides a breakout of historical data, including tickets received per month for one year by application, ticket support time, and escalation data.

Technical Service Representatives (TSR’s) shall provide the following support:

• Provide technical and functional assistance to applications supported at the DTSC.

• Respond to queries, isolate problems, and determine/implement solutions.

• Answer, evaluate, and prioritize customer SRs submitted via telephone, voicemail, e-mail, live chat, or self-service web site.

• Interview customers to collect information about problems to determine source of error/issue.

• Research, troubleshoot, and investigate issues when a solution cannot be found in the Knowledge

Database.

• Resolve issue or escalate to Tier II when required. If a solution cannot be found, follow the documented escalation procedures.

• Provide a solution that automatically converts all customer emails, chat conversations, critical issues and calls into tickets. In all cases, log and track call information by fully documenting into Ticketing solution each customer’s issue ensuring all applicable information is entered into the appropriate fields, to include:

(a) customer contact information

(b) issue identified

(c) activities associated with issue

(d) issue resolution

• Follow standard operating procedures.

• Input new solutions into Knowledge Database

• Follow-up on customer inquiries

• Ensure customers with functional questions stuck in a circular loop are referred to the DP3 CSC Tier 2 Personal Property for assistance (J9-OX), as referenced in Task 4 (Tier 2), Subtask 4 (833-Mil-Move), or DPMO Customer support using warm handoff procedures (ensuring customer handoff doesn’t result in another loop).

o Circular loop refers to customers who are sent to the transportation office, Service HQ, or Services Claims HQ (see Military OneSource Transportation Office locator) for assistance, but the transportation office (Personal Property Shipping Office (PPSO) or Personal Property Processing Office (or Counseling Office) (PPPO)) or other office refers customer back to

DTSC.

o SMs who have contacted PPPO/PPSO must wait 24 hours to hear back. If they don’t receive a response after two (2) attempts, or if the PPPO/PPSO refuses to help them with their issue, then an Incident will be created and escalated to DP3 Tier 2 Support which is the CSC Personal Property group at USTRANSCOM for assistance (a different group than DPS Tier 2).

o This loop will have an Incident created and escalated to DP3 CSC Tier 2 Personal Property for assistance (see Task 4 (Tier 2), Subtask 4) o The DP3 CSC Tier 2 provides additional resources for SMs for help with entitlement questions. Transferring incidents to this DP3 group are covered in the Task 4, Subtask 4.

The contractor shall use the following standards to measure the level of customer service:

Table 1: Customer Service Standards

Threshold Service Action Notes

85% Tickets resolved on first day

72% Tickets resolved within two hours

61% Telephone calls/emails/fax (Response) Return or Voicemail/email/Fax Replied to within 30 minutes

0% Busy signal

Provide configuration back-up capability to immediately connect, enter a hold queue or be routed to voicemail

NTE 2% Forwarded to Voicemail

NTE 2% Monthly Abandonment Rate

98% Hold time NTE 15 min

TBD Agent Touches per ticket (less is better)

TBD

Average reply time within first 24 hours after the request is submitted

(across omnichannel not just initial response but all responses and mediums)

TBD First Contact Resolution (Escalation Rate) -

TBD

First Response Time (per each communication channel chat/call/email)–

1.3.3.5 Subtask 5 – Application Monitoring

The contractor shall monitor/system check all applications being supported by the DTSC, reporting problems to the Government within thirty (30) minutes. A system check for all DP3 applications and key interfaces (e.g.

Defense Table of Distances (DTOD)) will be completed three times daily and outcomes shall be reported to the Government upon request. If a system has an unscheduled outage outside of normal business hours, the contractor shall use the Escalation SOP provided by the Government to alert the program of the issue. The program will inform the DTSC when the outage is resolved. The contractor shall work with the Government to ensure the escalation list is kept current.

An unscheduled Incident notification should be run under any of the following conditions:

Inability to access any of the following tabs by more than one (1) person at more than one (1) location within a thirty (30) minute timeframe:

• Application Homepages

• DPS modules (Self-Counseling, Shipment Management, Claims, Invoicing/Approvals and

Rates, Analytics).

• MilMove Modules (Customer access my.move.mil, Office user access at office.move.mil of any module including Counseling, TOO queue, TIO queue, QAE module).

• eTOPS module (six modules include Counseling, Inbound, Outbound, Non-Temp Storage

(NTS), Quality Assurance (QA), and General)

• DTOD access (accessible via https://dtod.transport.mil, TEAMS account required)

• TEAMS access (https://eta-teams.transport.mil/)

Inability to complete processing of a shipment by more than one (1) person at more than one (1) location within a thirty (30) minute timeframe.

Inability of any of following system interfaces and associated message traffic to respond within one (1) hour:

DOD Third-Party Payment System (TPPS) (i.e. U.S. Bank’s SYNCADA), Defense Table of Distances (DTOD), Okta, TEAMS, etc.

Inability for MilMove to receive/send information to the Global Household Goods Contractor’s system HomeSafeConnect via MilMove’s Application Program Interface

Inability of a TSP (DPS) to complete qualification forms, inability of DPMO personnel to approve forms, or any rate filing action that prevents a TSP from filing rates during DPS rate filing season. DTSC will be notified of rate filing season by the DPMO.

All changes shall be incorporated by the contractor and returned to the Government on the last business day of each month. The Government will release on the first business day of the month.

After a planned Application Service Interruption (ASI), the contractor shall perform a system check on all effected applications and report the status to the USTRANSCOM maintained point of contact.

This task shall be supported on a standalone commercial network.).

1.3.3.6 Subtask 6 – User Account Administration

1.3.3.6.1 TEAMS User Account Administration for DPS

DPS user accounts are managed by TEAMS IDAM solution. The contractor shall escalate any TEAMS user issues to the SDDC End to End Systems Management Center (E2E SMC) and DTSC Tier I TEAMS Admin level. Questions are escalated to the Tier II level of the application if Tier I is unable to answer the question.

1.3.3.6.2 MilMove User Account Administration

MilMove user accounts are managed by Okta IDAM solution. The contractor shall escalate any Okta user issues to the MilMove Tier 2 helpdesk.

1.3.4 Task Area 4 – Tier II Support

Tier II is a more in-depth technical and/or functional support level than Tier I, therefore support staff are more experienced and knowledgeable on a particular application. The Tier II level is responsible for investigating elevated issues by confirming the validity of the problem and performing troubleshooting processes as required.

1.3.4.1 Subtask 1 – DPS

The contractor shall provide DPS module Tier II level support. The contractor shall investigate elevated issues by confirming the validity of the problem, performing trouble shooting processes, as required, and using known database solutions to manipulate the database to resolve customer issues. The contractor shall manipulate data within the system using several types of methods, including Structured Query Language (SQL) statements and scripts. The contractor must have knowledge of the DPS interfaces, databases, and table relationships in order to accomplish this task.

1.3.4.2 Subtask 2 – eTOPS

The contractor shall provide eTOPS module Tier II level support. The contractor shall investigate elevated issues by confirming the validity of the problem, performing trouble shooting processes, as required, and using known database solutions to manipulate the database to resolve customer issues. The contractor shall manipulate data within the system using several types of methods, including SQL statements and scripts. The contractor must have knowledge of eTOPS interfaces, databases, and table relationships in order to accomplish this task.

1.3.4.3 Subtask 3 – MilMove

The contractor shall provide MilMove module Tier II level support. The contractor shall investigate elevated issues by confirming the validity of the problem, performing trouble shooting processes, as required, and using known database solutions to manipulate the database to resolve customer issues. The contractor shall manipulate data within the system using several types of methods, including SQL statements and scripts. The contractor must have knowledge of the MilMove interfaces, databases, and table relationships in order to accomplish this task.

1.3.4.4Subtask 4 – DP3 Customer Service Center (CSC) Support (833-MIL-MOVE)

The DTSC shall answer general functional / business process questions from DoD members / family members who call the DP3 customer service phone line (833-MIL-MOVE). The DTSC will answer these questions by referring to the Knowledge Database for relevant information and relaying that information to the customer.

The Knowledge Database shall not include any questions pertaining to HHG (Household Goods) entitlements.

All HHG entitlement-related questions, and any other personal property-related customer questions that the TSR is unable to answer using the Knowledge Database, shall be forwarded to the TCJ9 / DPMO designated subject matter expert (SME) and follow-up by sending a ticket to the TCJ9 / DPMO DTSC organization box for further action, which should be facilitated through implementation of call routing (automatically routes all incoming calls to a specific person or group of people based on pre-established rules and criteria). During normal working hours between 06:30 AM to 4:30 PM CST, the TSR shall forward the call to the TCJ9 / DPMO designated representative via a “warm handoff” introducing the caller to the TCJ9 / DPMO SME. In some cases, the TSR may need to forward the question to the responsible JPPSO/PPSO based on the guidelines in the updated DTSC Standard Operating Procedures (SOP).

After normal working hours, the TSR will document the customer’s need and forward the question via email to TCJ9 / DPMO for resolution by a TCJ9 / DPMO SME. The email to the SME will include a customer email address and contact number (if authorized by the customer). If the customer requires/requests immediate assistance, the TSR will call the after-hours J9/DPMO contact using the provided duty representative contact roster. (NOTE: Further operating procedures for forwarding calls to TCJ9 / DPMO or the JPPSO/PPSO are defined in the DTSC SOP).).

Customers calling in to the 1 (833) MIL-MOVE (645-6683) number may be reaching out frequently for non-system (DPS) related issues. TSRs will listen to issue and either answer using the current KBs or transfer to the appropriate entity (i.e., origin/destination J/PPSO, Service Claims Representative, the, applicable Service HQ for entitlement related issues, or for complex issues the TSR is not sure how to answer, the Customer Support Center (CSC) (TCJ9-OX))

DP3 CSC – a new TCJ9 customer support center resource available to DTSC to provide an advocate to DoD customers who need help with their personal property movement, and certain entitlement related questions when all other usual resources have been tried and for whatever reason failed. DP3 CSC takes DPS, TOPS, and MilMove entitlement related incidents as well as PPSO refusal and PPSO loop related incidents regardless of if entitlement related or not: PPSO refusal/loop = service member has tried seeking help from local PPSO office who is refusing to help or who is referring service member to DTSC when DTSC knows PPSO should be helping.

DTSC incidents escalated to DP3 CSC Tier 2 use following guidelines

• Call / email recorded in Ticketing tool

• DTSC TSR determines customer’s incident qualifies for DP3 CSC Tier 2 support

• TSR gathers customer point of contact (POC) information, steps they’ve taken that haven’t worked, what customer is asking for

• TSR enters this data into a template within ticketing tool incident

• TSR escalates incident to DP3 CSC Tier 2

• DP3 CSC Tier 2 receives incidents in ticketing tool via the Group’s Unassigned Work

• Should ETA TEAMS not be available or should DTSC not be able to access the internet, incidents will be manually tracked and entered once issue is resolved o Tier 2 to send incident notes to DTSC via email o DTSC will enter Tier 2’s notes into Service now for them

1.4 Deliverables

All deliverables shall meet professional standards, and the requirements set forth in this PWS. The contractor shall provide all deliverables via electronic upload onto the USTRANSCOM SharePoint portal using Microsoft Office (i.e., Word, Excel, PowerPoint, Project, etc.), unless otherwise stated in the delivery table. Deliverables will be identified by contract number, PWS task/subtask, deliverable title and date delivered.

Unlimited rights apply to any prior and current requirement and are described in Technical Data Rights/Frequency column related to this development effort. The contractor shall deliver data and software (with applicable data rights) as set forth in the below tables. IAW Defense Federal Acquisition Regulation Supplement (DFARS) 252.227-7013 and DFARS 252.227-7014, the Government obtains under this contract “unlimited rights” to all non-commercial computer software, software source code, computer software documentation, enhancements, technical data, and similar non-commercial data developed exclusively at Government expense and delivered to the Government under this contract. “Unlimited rights” means rights to use, modify, reproduce, release, perform, display, or disclose in whole or in part, in any manner and for any purpose whatsoever, and to have the ability to authorize others to do so. The contractor agrees that regardless of how contractor provided data/software is developed or modified during contract performance, the contractor shall deliver data/software marked IAW requirements in DFARS 252.227-7013, 252.227-7014, or other applicable references.

For all other non-commercial data delivered under this contract, the Government has the right to use, modify, reproduce, release, display or disclose, in whole or in part, in any manner and for any purpose whatsoever, and to have or authorize others to do so.

Unless otherwise noted, the Government anticipates providing the Government’s acceptance or comments 10 business days after receipt of each deliverable.

Table 2: Deliverables for Task Area 1 – Contract Management

PWS Para. Deliverable Title

Format Schedule Technical Data Rights/Frequency

1.3.1 Ad hoc

reports/briefs/meeting minutes

Microsoft Office Products

Within 2 business days of request

Unlimited Rights

1.3.1 Monthly Status Report Microsoft Office

Products

No later than (NLT) the 5th business day of each month

Unlimited Rights

1.3.1 PMR Slide Deck Microsoft Office

Products

NLT the 5th business day of each month

Unlimited Rights

1.3.1 PMR Presentation

Meeting

Microsoft Office Products

Monthly, NLT the 10th business day of each month

Unlimited Rights

1.3.1 PMR Minutes Microsoft Office

Products

NLT 5 business days after the PMR

Unlimited Rights

1.3.1 Employment Staffing

Report

Microsoft Office NLT 4:00 PM central time on the first business day of the week

Unlimited Rights

1.3.1 SOP Updates Microsoft Office

Products

NLT five business days from date of change

Unlimited Rights

1.3.1 Emergency Support

Plan(s)

Microsoft Office Products

NLT 30 business days of contract start date

Unlimited Rights

1.3.1.1 CMR Ending on 30 Sep

each FY

As determined by the CMR website

NLT 31 October each Government FY

Table 3: Deliverables for Task Area 2 – Sustainment and Maintenance

PWS Para. Deliverable Title Format Schedule Technical…