20240103_DTSC PWS v2_Draft.docx

PERFORMANCE WORK STATEMENT

FOR

DEFENSE PERSONAL PROPERTY

SYSTEM (DPS) TECHNICAL SUPPORT CENTER (DTSC)

02 January 2024

PERFORMANCE WORK STATEMENT

UNITED STATES TRANSPORATION COMMAND DIRECTORATE OF ACQUISITION, PROGRAM MANAGEMENT OFFICE

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

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 DP3 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 DP3 serves 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 inbound and outbound call resolution center servicing multiple transportation, finance, scheduling, Identity and Access Management (IDAM), personal property, and related 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 DPS applications, capability, and business functions. The following applications shall be supported (Appendix A provides a description of each application):

· Defense Personal Property System (DPS) includes the DPS/TOPS Module and DP3

· MilMove System for the Defense Personal Property Program Increment 4

Support shall include DTSC Tier I call resolution, sustainment, and maintenance of the ticketing software (presently ServiceNow (SNOW)), Defense Personal Property System (DPS) IT System support and DP3 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. 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 and the DTSC. 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 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 call management solution, with automated call distribution, that directs customers to the appropriate TSR based on customer’s responses.

In the future, the DTSC may be required to provide technical support for the use of alternative services supporting external applications. These external applications will be negotiated and implemented on a case-by-case basis.

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 Telephone Support Task Area 3: DTSC Tier I Operations Task Area 4: DP3 Program Task Area 5: Tier II Support

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. The contractor shall, at the request of the 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 new application functionality, or contact by other Government agencies. The contractor shall notify the COR when issues arise which would hinder the call center operations (such as staffing shortages, facility issues).

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), 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. Within five business days of the PMR, the contractor shall deliver minutes and a copy of the presentation slides to the COR.

· 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 update the DTSC’s Standard Operating Procedures (SOP) with their unique technical approach within 30 calendar days from the contract start date and update as needed. The SOP shall describe how services will be processed at the DTSC in accordance with the contractor proposed approach. The SOP is written instructions intended to document how to perform routine activities.

· The contractor shall create and maintain an emergency plan in the case of a catastrophic event impacting the operational capability of the contractor’s facility 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 call volume. The plan shall include instructions on how to access knowledge database and customer relationship management information in both on-prem and cloud environments. The mission essential tasks areas for this report are task areas 3 and 4.

· Update Interactive Voice Response (IVR) 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 Tool (Service Now or equivalent) and Telephone Support The contractor shall maintain and sustain the ticketing tool(s), both operational and functional, in support of the DTSC. As needed, the Contractor shall update the ticketing tool 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 tools and applications support their associated functional requirements, to include workflow development, maintenance, ticket creation, tracking, escalation, de-escalation, closing tickets, and reports.

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 (HDI0SCM) or Help Desk Manager (HDI-HDM) certified.

1.3.2.1 Subtask 1 – Ticketing Tool Support

The contractor shall update or enhance ticketing tools and applications, as needed, to support changes to applications, and related business rules. Contractor shall meet with the COR 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 email response capabilities for the DTSC ticketing tool application as needed. 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 Tool (ServiceNow or equivalent) Enhancements and Workflow Administration

The contractor shall present, brief, or demonstrate ServiceNow changes, enhancements, and recommendations to the DTSC PMO. The contractor shall review requests for enhancements and changes to ticketing tool which have been submitted, approved, and prioritized by the Government. The contractor shall provide a project schedule or rough order of magnitude for completing 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 Tool (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 no more than 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, depending on the functional program.

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.

1.3.2.5 Subtask 5 – DTSC Customer Self-Service Website

The contractor shall provide Tier 1 support within the ticketing tool environment and Self-Service website.

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 publish solutions and changes to the web site after coordination and approval by the Government Application Program Manager or designated 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.

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 web site.

1.3.2.6 Subtask 6 – 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.

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. The Government will provide a switch POC to the contractor in case of telephone issues or outages that may arise that are not on the contractor telephone end. This prevents 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.

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 application.

Liaisons shall coordinate issues, problems, resolutions, and specific system support with the COR and DTSC Program Manager. Liaisons shall review and analyze process rules based on information gathered and analyzed from SOP; ServiceNow, ICMS statistics; and common customer problems. The Liaison shall provide ongoing support to include:

· Generate reports to include routine system reports

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

· Update the DOR 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

· 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 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 survey responses, 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, specific Program 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 (i.e. ServiceNow), 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 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. 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 a quarterly basis to ensure the database is current. 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. The contractor shall update solutions requiring changes within two weeks of the change submission.

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. 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, self-service web site, and/or fax.

· 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.

· Log and track call information by fully documenting into ServiceNow 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

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 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.

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. Applications requiring access via a (dot)mil network, will be accessed using Government Furnished Equipment (GFE).

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).

1.3.3.6.2 MilMove User Account Administration

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

1.3.5 Task Area 5 – 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.

1.3.5.1 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 SQL statements and scripts. The contractor must have knowledge of the DPS interfaces, databases, and table relationships in order to accomplish this task.

1.3.5.2 Subtask 2 – DP3 Customer Service Center 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 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. 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).).

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 1: Deliverables for Task Area 1 – Contract Management

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

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

Table 4: Deliverables for Task Area 4 DP3 Program Support

2. SERVICE DELIVERY SUMMARY

The Services Delivery Summary (SDS) represents the most important contract objectives that, when met, will ensure contract performance is satisfactory. Although not all PWS requirements are listed in the SDS, the contractor is fully expected to comply with all requirements in the PWS. The Contractor shall allow authorized periodic Government inspections and reviews to assure compliance with DoD requirements throughout the contract performance period. The Contractor shall be responsible for implementing corrective action based upon the impact and severity of identified weaknesses.

100% of the time solutions are attached to the correct incident.

100% Inspection – COR will review monthly statistics

3.1.1 Use of Government-Furnished Computers

Computers furnished under this contract shall be used for official business only. Contractor personnel shall not use computers furnished under this contract for any use other than to perform the requirements of this contract. Contractor personnel shall not install any software and/or hardware on Government furnished computers unless consent is obtained from the Contracting Officer. When access to the .mil domain is required to fulfill their duties contractors shall use a government-furnished computer.

List of GFE is provided in Appendix E.

3.1.1.2 Privately Owned Computers

The use of privately owned computers (those not owned or leased by USTRANSCOM or a USTRANSCOM contractor) to process classified information is prohibited. Neither personally owned hardware nor software will be used in the official conduct of Government business, nor will it be installed on USTRANSCOM information assets for personal use or gain. Additionally, use of entertainment and games software is prohibited.

3.1.1.3 Information Services

Information services available on the Government furnished computers shall only be used for official business only. Examples of information services include USTRANSCOM network, Internet, Intranet, World Wide Web, electronic mail, Out of Band connections, etc.

3.1.1.4 Access to Government Services

Access to Government information services is granted as a privilege and use of such services constitutes consent to monitoring. Information services use will be monitored to ensure the protection of USTRANSCOM networks and information and to verify and enforce compliance with this contract.

3.1.1.5 Official Business

In the event contractor personnel use Government furnished computers and/or information services for other than official business, the contractor shall be required to provide the Government with monetary consideration. In addition, if requested by the Contracting Officer, the contractor shall be required to replace the individual who misused the Government furnished computers and/or information services within 10 business days.

The following are examples of misuse of information services:

· Illegal, fraudulent, or malicious activities.

· Partisan political activity, political or religious lobbying or advocacy, or activities on behalf of organizations having no affiliation with USTRANSCOM or DOD.

· Activities whose purposes are for personal or commercial financial gain. These activities may include chain letters, solicitation of business or services, sales of personal property.

· Unauthorized fundraising or similar activities, whether for commercial, personal, or charitable purposes.

· Accessing, storing, processing, displaying, or distributing offensive or obscene material such as pornography and hate literature.

· Annoying or harassing another person, e.g., sending or displaying uninvited e-mail of a personal nature or using lewd or offensive language in an e-mail message.

· Using another person’s account or identity without his or her explicit permission, i.e., by forging e-mail.

· Viewing, damaging, or deleting files or communications belonging to others without appropriate authorization or permission.

· Permitting any unauthorized person to access a USTRANSCOM or DOD owned system.

· Modifying or altering the operating systems or system configuration (including the installation of software) without obtaining written authorization from the Contracting Officer.

3.1.1.6 Property Accountability

The contractor will be provided with GFE to include laptops. contractor shall be responsible for keeping their GFEs secure at all times and preventing theft. Further, contractor shall not plug any non-GFE equipment (e.g., thumb drives or cell phone chargers) into their laptops. After contract award, the contractor shall coordinate with the Government to create and maintain an accurate list of GFE and GPS licenses. The Government and contractor PMs shall sign off on the list to maintain accuracy and accountability. The contractor, Government Information Technology (IT) Asset Manager, and COR shall maintain copies for official records. This list will be delivered when requested by the Government in writing and/or reviewed and updated annually per Base Period (BP) and each Option Period (OP).

The place of performance is at the contractor’s facility within CONUS.

4.2 Period of Performance

· Period of Performance for the Base Period (Transition) is 1 Sep 2024 – 30 Sep 2024

· Period of Performance for the First Option Period is 1 Oct 2024 – 30 Sep 2025

· Period of Performance for the Second Option Period is 1 Oct 2025 – 30 Sep 2026

4.3 Work Hours

The contractor shall provide 24/7/365, technical support. The contractor shall make sure administrators are available during the core hours of 0700-1500 central time (CT), Monday through Friday. The contractor shall be expected to respond within four hours to any problems encountered with the ticketing system. The problem shall be fixed within the time frame specified by the Government. The Government may consider input from the contractor prior to setting the time frame for problem resolution.

4.4 Cooperation with Other Contractors and Government Personnel The contractor shall cooperate with other contractors and Government personnel performing work for the Government. The contractor shall be willing to adjust scheduling and performance to accommodate additional support if required by modification. The contractor shall avoid interfering with the performance of work by other contractors or Government employees while not compromising health, safety, or security. Any disagreement or cause of delay shall be brought immediately to the attention of the Contracting Officer and COR/ACOR.

4.5 Contractor Employee Qualifications/Certifications

The contractor shall ensure the required level of expertise is applied to this effort in accordance with the contractor’s proposal and all proposal amendments incorporated into the task order. At no additional expense to the Government, the contractor shall ensure that customer service personnel assigned to this project retain a helpdesk certification and remain current in the technical skills required to support and execute this task order. The contractor’s Help Desk Manager shall be Help Desk Institute Support Center Manager (HDI-SCM), or Help Desk Manager (HDI-HDM) certified (para 1.3.2 and subtasks).

Ticketing System Administrator Certification is required for the Ticketing Administrator. This certifies a candidate has the skills and essential knowledge necessary to manage the configuration, implementation, and maintenance of the ticketing system (para 1.3.2.1).

4.6 Non-Disclosure Agreement (NDA) for Contractor Employees

The contractor shall execute a USTRANSCOM-provided contractor non-disclosure agreement (NDA) for this services contract. The NDA shall be signed and provided to the COR within one week of contract award. The contractor shall be responsible for obtaining and maintaining NDAs for each contractor employee assigned to the contract. Information may only be discussed with those persons outlined on the non-disclosure form. In addition, frequent interactions with other contractors and proprietary information may be required. The contractor shall execute non-disclosure agreements with these other contractors to accomplish the services required under this PWS. The execution of said agreements shall be the sole responsibility of the contractor. A fillable NDA can be found in Appendix I.

4.7 Commercial Phone Lines

The contractor shall provide all telephone lines, including local telephone lines, fax line, and access for two toll-free (800) telephone lines. The 800 numbers are resourced, Government-owned, and will be provided to the contractor. The contractor shall provide an interface between the DTSC and their local communications provider. The toll-free numbers shall have a minimum of 23 access lines each.

4.8 Account Management

The contractor shall provide a list of employee names and positions in order to establish the appropriate account permissions. The Government Trusted Agent (TA)/COR will issue CACs to the contractor personnel. This shall be completed by the TA/COR accessing the Mission Partner Identity, Credential and Access Management system (MPICAM) and submitting a request for issuance of the CAC to the contractor’s personnel. If a contractor’s employee does not have the required investigative or security clearance level based on the Government’s determination, the contractor’s employee will be denied the ability to work in support of this contract. The contractor shall notify the TA/COR no later than 24 hours after changes in personnel occur, and terminating employees shall turn in their CAC/Line badge to the Government.

4.9 Section 508 Accessibility

All Electronic and Information Technology (E&IT), as defined at FAR 2.101, supplied under this contract, must conform to the (36 CFR Part 1194). The applicable standards are available at 36 CFR Part 1194 - PART 1194—INFORMATION AND COMMUNICATION TECHNOLOGY STANDARDS AND GUIDELINES | Electronic Code of Federal Regulations (e-CFR) | US Law | LII / Legal Information Institute (cornell.edu) The following Section 508 Reference Guides have been determined to be applicable to this contract: 508 Reference guide: Laws and Policy Quick Reference Guide | Section508.gov Technical Standards

1194.21 Software applications and operating systems

1194.22 Web-based intranet and internet information and applications

1194.23 Telecommunications products

1194.24 Video and multimedia products

1194.25 Self-contained, closed products

1194.26 Desktop and portable computers

1194.41 Information, Documentation and Support

The Technical Standards above facilitate the assurance that the maximum technical standards are provided to the contractors. Functional Performance Criteria is the minimally acceptable standards to ensure Section 508 compliance. This block is checked to ensure that the minimally acceptable E&IT products are proposed.

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

Travel and ODCs will be time and materials CLINs to the contractor. The COR must validate the anticipated travel and ODC costs prior to the contractor incurring these costs.

4.10.1 Travel

Performance under this contract may require the contractor travel within the Continental United States. The Government will reimburse the contractor for travel expenses subject to FAR 31.205-46, Travel Costs, and Joint Travel Regulation. The Government will not pay profit on travel and will not allow the contractor to charge General and Administrative (G&A) overhead for travel approved under this paragraph. All contractor travel shall be coordinated with and validated by the primary or alternate COR prior to incurring travel expenses. The contractor shall identify personnel who will be traveling in sufficient time to obtain the lowest possible rates for airfare, rental car and lodging. For long distance travel, a minimum of seven calendar days advance notice from the travel commencement date is required unless mission requirements dictate otherwise. The travel request shall be in writing and contain the dates, location, and estimated travel costs. Contractor invoices (along with associated receipts) shall support all travel reimbursement requests. Actual travel costs shall be reported to the COR by person, by trip within five business days of completion of travel. The Government will not reimburse local travel and related expenses to the contractor for daily travel to or from Scott AFB or the contractor's facility.

Within five business days of completion of travel, the contractor shall submit a trip report to include the following details: purpose, location and length of trip, travelers, and individuals contacted during trip, synopsis of all discussions, future actions identified, decisions made, or issues of concern arising during trip.

4.10.2 ODC Requirements

The Government will reimburse allowable ODCs incurred in the performance of this PWS. ODCs may include, but are not limited to, software, group teleconferencing fees, membership/conference fees, etc. The contractor shall submit ODC requests in writing to the COR for approval at least five business days in advance of incurring any expenses. The request shall contain estimated costs supported by a minimum of three competitive quotes. Contractor invoices (along with associated receipts) shall support all ODC reimbursement requests. In no event shall the contractor be authorized to purchase ODCs that exceed the ODC amount funded in the contract. G&A overhead charges will not be accepted or paid for approved ODC purchases.

The overall classification of work associated with this contract is at the UNCLASSIFIED level.

Personnel assigned to this contract require access to Non-Secure Internet Protocol Router Network (NIPRNET) applications, UNCLASSIFIED Government systems, and/or require a Common Access Cards (CAC). Contractors will work off-site at the contractor facility.

b) At the same time, the contractor company will coordinate and obtain electronic fingerprinting for their employee. The third-party company will “electronically” capture the applicant’s fingerprints, using the USTRANSCOM (SON, SOI, and ALC). Hardcopy fingerprint cards are NOT acceptable. These steps shall be completed before the COR/MPAS accesses MP ICAM to create a CAC application.

5.3.1 Basic U. S. Citizen Contractor CAC Requirements:

1. Requires access on a continual basis of 6 months or more.

2. Contract personnel require access to a DoD facility or networks, either on-site or from a remote location.

3. Users need access to systems for platforms that requires CAC login or user authentication.

5.3.2 Basic Non- U. S. Citizens Contractor CAC Requirements:

1. Possess legal U. S. residency for a period of three or more years with a completed Tier 1 background investigation and fingerprint card. Also meet (as a direct/indirect DoD hire personnel) the investigative requirements for DoD employment as recognized through international agreements pursuant to subchapter 2131 of DoD 1400.25 (reference M).

2. Possess (as foreign military, employee or contract support personnel), a visit status and security assurance that has been confirmed, documented and processed IAW international agreements pursuant to DoDI 1400.25: Civilian Personnel Management.

5.3.3 CAC Applications:

1. The CAC applications must have an adjudicated Tier 1, Tier 3 or Tier 5 background investigation posted in the DoD personnel security system of record, or

2. An interim CAC may be approved when the contractor employee has a favorable fingerprint, name and criminal records check completed and has either a Tier 1, Tier 3 or Tier 5 background check “open” with DCSA.

3. The MP ICAM MPAS will not approve the CAC application in MP ICAM until that MPAS…