36C10A18Q0022-002.pdf

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

National Cemetery Administration

Office of Management Business Transformation and Requirements Service

National Cemetery Administration Kiosks

Installation and Maintenance Services

Date: October 25, 2017

TAC-18-48057

PWS Version Number: 2.0

NCA Kiosk Installation and Maintenance Services Solicitation Number: 36C10A18Q0022

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

4.2 PLACE OF PERFORMANCE

4.3 TRAVEL

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 PROJECT MANAGEMENT PLAN

5.1.2 MONTHLY REPORTING REQUIREMENTS

5.3 KIOSK ENCLOSURE INSTALLATION

5.3.1 THROUGH THE WALL KIOSKS

5.3.2 FREESTANDING KIOSKS

5.3.3 INSTALLATION REPORTS

5.4 KIOSK MAINTENANCE AND HELP DESK SUPPORT

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

6.2 SECURITY AND PRIVACY REQUIREMENTS

6.3 METHOD AND DISTRIBUTION OF DELIVERABLES

6.4 PERFORMANCE METRICS

6.5 FACILITY/RESOURCE PROVISIONS

6.6 GOVERNMENT FURNISHED PROPERTY

6.7 SHIPMENT OF HARDWARE OR EQUIPMENT

ADDENDUM A – ADDITIONAL VA REQUIREMENTS, CONSOLIDATED

ADDENDUM B – VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

LANGUAGE

1.0 BACKGROUND

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Infrastructure Operations (IO), Quantico Information Technology Center (QITC), is responsible for providing information technology support to VA’s National Cemetery Administration (NCA) throughout the continental United States (US), outside the continental United States, and Puerto Rico.

NCA’s mission is to honor the military service of our nation’s Veterans. NCA provides a dignified burial and lasting memorial for Veterans and their eligible family members.

National Cemeteries are maintained as national shrines. NCA’s vision is to provide a lasting tribute to our nation’s Veterans by being mission driven, results oriented, and customer focused. NCA accomplishes this goal, in part, by scheduling burials and maintaining National Cemeteries. It processes applications for Veteran headstones and markers for placement in National Cemeteries, State Veterans Cemeteries, National Park Service Cemeteries, United States Army Post Cemeteries, and other cemeteries. NCA also administers the State Veterans Cemetery Grants Program, which complements the network of National Cemeteries, and provides Presidential Memorial Certificates (PMCs) to next of kin of deceased Veterans.

In 1997, NCA used in-house resources to develop and maintain a grave locator and general information kiosk application as part of its commitment to implement cost-effective customer service improvements and facilitate cemetery administrative processes. The application is designed to run 24 hours a day, seven days per week. It allows visitors to find the exact location of individuals interred at the cemetery; provides the visitor with a cemetery map for use in locating gravesites; and displays the most frequently sought information, to include:

cemetery operating hours upcoming events grounds and floral policy cemetery history military funeral honors policy burial eligibility information

NCA rules and regulations

NCA currently has 104 kiosks in operation, which are covered under a maintenance agreement.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following:

1. Americans With Disabilities Act -1990 (ADA)

2. Architectural Barriers Act of 1968 (ABA)

3. 44 U.S.C. § 3541, “Federal Information Security Management Act (FISMA) of 2002”

4. Federal Information Processing Standards (FIPS) Publication 140-2, “Security Requirements For Cryptographic Modules”

5. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and Contractors,” August 2013

6. 10 U.S.C. § 2224, "Defense Information Assurance Program"

7. Carnegie Mellon Software Engineering Institute, Capability Maturity Model® Integration for Development (CMMI-DEV), Version 1.3 November 2010; and Carnegie Mellon Software Engineering Institute, Capability Maturity Model® Integration for Acquisition (CMMI-ACQ), Version 1.3 November 2010

8. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

9. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

10. VA Handbook 0710, Personnel Security and Suitability Security Program, May 2, 2016, http://www.va.gov/vapubs

11. VA Directive and Handbook 6102, “Internet/Intranet Services,” July 15, 2008

12. 36 C.F.R. Part 1194 “Electronic and Information Technology Accessibility Standards,”

July 1, 2003

13. Office of Management and Budget (OMB) Circular A-130, “Managing Federal

Information as a Strategic Resource,” July 28, 2016

14. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed Services

(CHAMPUS)”

15. An Introductory Resource Guide for Implementing the Health Insurance Portability and

Accountability Act (HIPAA) Security Rule, October 2008

16. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the

Workforce Investment Act of 1998 (P.L. 105-220), August 7, 1998

17. VA Directive 6500, “Managing Information Security Risk: VA Information Security

Program,” September 20, 2012

18. VA Handbook 6500, “Risk Management Framework for VA Information Systems – Tier

3: VA Information Security Program,” March 10, 2015

19. VA Handbook 6500.1, “Electronic Media Sanitization,” November 03, 2008

20. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal

Information (SPI)”, July 28, 2016

21. VA Handbook 6500.3, “Assessment, Authorization, And Continuous Monitoring Of VA

Information Systems,” February 3, 2014

22. VA Handbook 6500.5, “Incorporating Security and Privacy in System Development

Lifecycle”, March 22, 2010

23. VA Handbook 6500.6, “Contract Security,” March 12, 2010

24. VA Handbook 6500.8, “Information System Contingency Planning”, April 6, 2011

25. OI&T ProPath Process Methodology (Transitioning to Process Asset Library (PAL)

(reference process maps at http://www.va.gov/PROPATH/Maps.asp and templates at http://www.va.gov/PROPATH/Templates.asp

26. One-VA Technical Reference Model (TRM) (reference at http://www.va.gov/trm/TRMHomePage.aspx)

27. National Institute Standards and Technology (NIST) Special Publications (SP)

28. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact

Assessment,” October 15, 2014 http://www.va.gov/vapubs http://www.va.gov/vapubs http://www.va.gov/PROPATH/Maps.asp http://www.va.gov/PROPATH/Templates.asp http://www.va.gov/trm/TRMHomePage.aspx

29. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

30. VA Directive 6300, Records and Information Management, February 26, 2009

31. VA Handbook, 6300.1, Records Management Procedures, March 24, 2010

32. OMB Memorandum, “Transition to IPv6”, September 28, 2010

33. VA Directive 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, October 26, 2015

34. OMB Memorandum M-06-18, Acquisition of Products and Services for Implementation of HSPD-12, June 30, 2006

35. OMB Memorandum 05-24, Implementation of Homeland Security Presidential Directive

(HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, August 5, 2005

36. OMB memorandum M-11-11, “Continued Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, February 3, 2011

37. OMB Memorandum, Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation, May 23, 2008

38. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011

39. NIST SP 800-116, A Recommendation for the Use of Personal Identity Verification (PIV) Credentials in Physical Access Control Systems, November 20, 2008

40. OMB Memorandum M-07-16, Safeguarding Against and Responding to the Breach of Personally Identifiable Information, May 22, 2007

41. NIST SP 800-63-2, Electronic Authentication Guideline, August 2013

42. NIST SP 800-157, Guidelines for Derived PIV Credentials, December 2014

43. NIST SP 800-164, Guidelines on Hardware-Rooted Security in Mobile Devices (Draft), October 2012

44. Draft National Institute of Standards and Technology Interagency Report (NISTIR)

7981 Mobile, PIV, and Authentication, March 2014

45. VA Memorandum, VAIQ #7100147, Continued Implementation of Homeland Security

Presidential Directive 12 (HSPD-12), April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

46. VA Memorandum, VAIQ # 7011145, VA Identity Management Policy, June 28, 2010 (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

47. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

48. Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.0, Federal Interagency Technical Reference Architectures, Department of Homeland Security, October 1, 2013, https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf

49. OMB Memorandum M-08-05, “Implementation of Trusted Internet Connections (TIC), November 20, 2007

50. OMB Memorandum M-08-23, Securing the Federal Government’s Domain Name System Infrastructure, August 22, 2008 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf

51. VA Memorandum, VAIQ #7497987, Compliance – Electronic Product Environmental Assessment Tool (EPEAT) – IT Electronic Equipment, August 11, 2014 (reference Document Libraries, EPEAT/Green Purchasing Section, https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552)

52. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

53. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8, 2005

54. Executive Order 13693, “Planning for Federal Sustainability in the Next Decade”, dated

March 19, 2015

55. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2, 2001

56. VA Directive 0058, “VA Green Purchasing Program”, July 19, 2013

57. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote Access”, January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

58. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

59. VA Memorandum, “Implementation of Federal Personal Identity Verification (PIV)

Credentials for Federal and Contractor Access to VA IT Systems”, (VAIQ# 7614373) July 9, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

60. VA Memorandum “Mandatory Use of PIV Multifactor Authentication to VA Information System” (VAIQ# 7613595), June 30, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

61. VA Memorandum “Mandatory Use of PIV Multifactor Authentication for Users with Elevated Privileges” (VAIQ# 7613597), June 30, 2015;

https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

62. “Veteran Focused Integration Process (VIP) Guide 1.0”, December, 2015, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

63. “VIP Release Process Guide”, Version 1.4, May 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411

64. “POLARIS User Guide”, Version 1.2, February 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412

3.0 SCOPE OF WORK

The Contractor shall provide kiosk enclosures that are defined in PWS Section 5.2. The Contractor shall also provide kiosks enclosure delivery, installation, maintenance and warranty. In addition to the required maintenance as defined in PWS Section 5.4, all kiosk enclosures and services shall include the standard commercial warranty for a period of no less than one year.

4.0 PERFORMANCE DETAILS

This is a competitive acquisition for the award of a single-award indefinite delivery-indefinite quantity (IDIQ) contract through which firm-fixed-price (FFP) delivery orders shall be non-competitively issued. All products shall be delivered within 30 days and installation shall be completed within 5 days of delivery, unless the individual delivery order specifies an alternate schedule for delivery or service.

4.1 PERFORMANCE PERIOD

The ordering period for the basic contract shall be 60 months from the effective date of award. The specific periods of performance for individual delivery orders shall be defined in the respective orders. The Contractor is not required to deliver or install kiosks on Federal holidays. However, maintenance shall be provided 365 days per year.

There are ten Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, four are set by date:

New Year's Day January 1 Independence Day July 4 Veterans Day November 11 Christmas Day December 25

If any of the above falls on a Saturday, then Friday shall be observed as a holiday.

Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

Martin Luther King's Birthday Third Monday in January Washington's Birthday Third Monday in February Memorial Day Last Monday in May Labor Day First Monday in September Columbus Day Second Monday in October Thanksgiving Fourth Thursday in November

4.2 PLACE OF PERFORMANCE

Products and services ordered under this contract shall be delivered to and installed at VA National Cemeteries throughout all 50 states and Puerto Rico, as specified in individual delivery orders. Incidental services, such as installation and or on-site maintenance services shall also be provided at these locations as necessary. A listing of existing VA National Cemetery locations, for information purposes only is provided in Attachment 2.

4.3 TRAVEL

The Government anticipates travel to be required to satisfy delivery order requirements throughout the period of performance. All estimated travel costs shall be included in the FFP line items, as travel cost will not be directly reimbursed by the Government.

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 PROJECT MANAGEMENT PLAN

Within three business days after award, the Contractor shall provide a roster of Contractor and Subcontractor employees to the Contracting Officer’s Representative (COR) to begin their background investigations. The roster shall contain the Contractor’s Full Name, Full Social Security Number, Date of Birth, Place of Birth, and individual background investigation level requirement (identified in Section 6.2). Additional requirements regarding the background investigation process are identified in section 6.3. The Contractor shall deliver a Project Management Plan (PMP) 10 days after contract award that lays out the Contractor’s approach, timeline, and tools to be used in execution of the contract. The PMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks, and resources. The PMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The Contractor shall attend a kick-off meeting telecom within two weeks of contract award to discuss the PMP and the status of background investigations.

The initial baseline PMP shall be concurred upon and updated monthly thereafter. The Contractor shall update and maintain the VA PM approved PMP throughout the period of performance.

Deliverable:

A. Project Management Plan

5.1.2 MONTHLY REPORTING REQUIREMENTS

The Contractor shall provide a Monthly Progress Report of all task order activities including repairs and equipment replacement. The Monthly Progress Report shall include detailed explanations of repair work initiated or completed each month and shall accurately reflect all required data elements. The Contractor shall include in the report descriptions of all repairs made to kiosks and IT components and describe all replacements made including type of component repaired/replaced, location, status, service dates, and serial number for all repaired, replaced, and newly installed equipment. The Contractor shall also include components coming to end of life (five years after original purchase date) in the following three-month period. These reports shall reflect data as of the last day of the preceding month. It is expected that the Contractor will keep in communication with VA so that issues that arise are transparent to both parties.

Deliverable:

A. Monthly Progress Report

5.2 KIOSK CONFIGURATION

The Contractor shall provide a through the wall kiosk enclosure and a freestanding indoor kiosk enclosure. The Contractor shall provide kiosks that discourage damage by theft, vandalism, or misuse of the enclosure and its information technology (IT) equipment. The kiosks must meet established standards and VA requirements including Section 508 compliance. All features of the kiosk shall be fully accessible to physically disabled persons, in compliance with the Americans With Disabilities Act-1990 (ADA), Architectural Barriers Act of 1968 (ABA), as amended, and all other applicable policies governing barrier-free access. To achieve compliance, the National Cemetery Administration uses as its standard for building and facility design the Architectural Barriers Act Accessibility Standard (ABAAS). The standards are found at the following URL: http://www.access-board.gov/guidelines-and-standards/buildings-and-sites/about-the-aba-standards/aba-standards. The criteria of these standards should be considered a minimum in providing access for the physically disabled. Due to current and future construction, dimensions for the Through the Wall Kiosk Enclosure must be exact, as defined below Section 5.2.1.

Dimensions for the Freestanding Kiosk Enclosure, as defined below in Section 5.2.2, may vary plus or minus two inches to accommodate vendor stock, as allowable by ADA/ABA regulations. All dimensions are subject to conventional industry construction tolerances except where the requirement is stated as a range with specific minimum and maximum end points. The VA COR shall be notified of all required variations resulting from site specific conditions, and may be approved on an individual basis.

The Government will provide a Dell Laptop Computer E6440 or equivalent at time of delivery to be included in all kiosk enclosures. The kiosks must have:

1. Clear width in front of the kiosk at 6' minimum to allow for clear pedestrian and wheelchair access.

2. Clear length in front of the kiosk at 8' minimum to allow for clear pedestrian and wheelchair access.

3. Clear space on left, right, and back sides of kiosk at 12" minimum to allow for air circulation.

http://www.access-board.gov/guidelines-and-standards/buildings-and-sites/about-the-aba-standards/aba-standards http://www.access-board.gov/guidelines-and-standards/buildings-and-sites/about-the-aba-standards/aba-standards http://www.access-board.gov/guidelines-and-standards/buildings-and-sites/about-the-aba-standards/aba-standards

5.2.1 THROUGH THE WALL KIOSK ENCLOSURE

The Contractor shall provide a through the wall kiosk enclosure with the following specification and miscellaneous component part requirements. Due to current and future construction, dimensions for the Through the Wall Kiosk Enclosure must be exact; refer to

5.2 Kiosk Configuration for dimension/measurement guidelines:

A. Kiosk Dimensions: Exactly 27.0 inches wide, 45.0 inches high, and 26.0 inches deep B. The kiosk must include a touch screen that can operate in temperatures from 0 degrees Celsius to 40 degrees Celsius (32 degrees Fahrenheit to 104 degrees Fahrenheit), and a humidity of 20 percent to 80 percent non-condensing

C. The kiosk must also include a thermal printer that can operate in temperatures from 5 degrees Celsius to 40 degrees Celsius (41 degrees Fahrenheit to 104 degrees Fahrenheit), and a humidity of 20 percent to 85 percent non-condensing

D. Power surge device E. Dell Laptop Computer E6440 or Equivalent (to be provided by Government) F. Two rolls thermal printer paper, 8.47” W x 640’ L inside-wound thermal paper w/1.51” inside core G. 25” network cable (4 pair 100-ohm high performance, stranded conductor, unshielded twisted pair cable, meeting or exceeding the Category 6 specifications, RJ-45 male connectors on both ends)

H. One package of cleaning wipes that are touch screen manufacturer approved I. Lock with two keys J. Constructed of stainless steel with cast aluminum signage

Deliverable:

A. Kiosk and Keys

5.2.2 FREESTANDING INDOOR KIOSK ENCLOSURE

The Contractor shall provide a freestanding indoor kiosk enclosure with the following specification and miscellaneous component part requirements. Dimensions may vary plus or minus two inches to accommodate vendor stock, as allowable by ADA/ABA regulations.

Refer to 5.2 Kiosk Configuration for dimension/measurement guidelines:

A. Dimensions: 25.0 inches wide, 48.0 inches high, and 26.0 inches deep B. The kiosk must include a touch screen that can operate in temperatures from 0 degrees Celsius to 40 degrees Celsius (32 degrees Fahrenheit to 104 degrees Fahrenheit), and a humidity of 20 percent to 80 percent non-condensing

C. The kiosk must also include a thermal printer that can operate in temperatures from 5 degrees Celsius to 40 degrees Celsius (41 degrees Fahrenheit to 104 degrees Fahrenheit), and a humidity of 20 percent to 85 percent non-condensing

D. Power surge device E. Dell Laptop Computer E6440 or Equivalent (to be provided by Government) F. Two rolls thermal printer paper, 8.47” W x 640’ L inside-wound thermal paper w/1.51” inside core

G. 25” network cable (4 pair 100-ohm high performance, stranded conductor, unshielded twisted pair cable, meeting or exceeding the Category 6 specifications, RJ-45 male connectors on both ends)

H. One package of cleaning wipes that are touch screen manufacturer approved at installation

I. Lock with two keys J. Constructed of wood with laminate finish and vinyl signage

Deliverable:

A. Kiosk and Keys

5.3 KIOSK ENCLOSURE INSTALLATION

The Contractor shall install Kiosks no later than 60 days after receipt of task order. The Government will ensure the building has the appropriate configuration and electrical and network cabling required for all kiosk configurations described in 5.2. The Contractor shall submit a site plan detailing all requirements associated with the installation of a kiosk within 7 days after receipt of delivery order. The site plan shall include any Government required construction related activities necessary in order for the Contractor to complete the installation. Construction related activities are defined as any alteration of real property.

The COR will review and approve or disapprove the site plans within 7 days after receipt.

The Contractor shall provide network cables at each location. Upon delivery of a kiosk, the Government will provide the laptop required for the kiosk configuration. The Contractor shall test and demonstrate each kiosk is operational after setup and installation. The Contractor shall supply the cemetery with two keys to the kiosk enclosure doors after installation / enclosure setup. The Contractor shall inspect installed enclosures and apply touch up paint to the kiosk enclosure as needed. The leftover paint shall remain with the cemetery. All kiosks enclosures and kiosk components shall include a warranty for one year beginning the date of acceptance.

5.3.1 THROUGH THE WALL KIOSKS

The Contractor shall furnish all labor, materials, supplies, and tools necessary to deliver and install through-the-wall kiosk enclosures. The Government will ensure the building has the appropriate size opening and electrical/networking cabling required for a through the wall kiosk configuration described in 5.2.1.

5.3.2 FREESTANDING KIOSKS

The Contractor shall furnish all labor, materials, supplies, and tools necessary to provide and install freestanding kiosk enclosures. A freestanding kiosk enclosure shall be installed to sit level on varying types of flooring such as linoleum, carpet, wood, brick, and concrete.

5.3.3 INSTALLATION REPORTS

The Contractor shall provide an Installation Report with part numbers, serial numbers, and manufacturer numbers for all kiosk equipment including IT equipment and software after completing a kiosk installation. The Contractor shall complete all warranty information (registration cards) in conjunction with the installation of a kiosk enclosure.

Deliverable:

A. Installation Report

5.3.4 KIOSK USER GUIDE

The Contractor shall provide hard copy Kiosk User Guides to cemetery personnel. The Kiosk User Guide shall contain cemetery specific and enclosure specific instructions on the operations of the kiosk and installation. The instructions shall include:

A. Turning the kiosk on and off, including all component equipment, B. Trouble-shooting tips to facilitate continuous operation of the kiosk and components, C. Help-desk contact information.

Deliverable:

A. Kiosk User Guide

5.4 KIOSK MAINTENANCE AND HELP DESK SUPPORT

The Contractor shall maintain, repair, and replace kiosks and kiosk components for 104 existing and future new kiosks to ensure kiosks are operational. The Contractor shall diagnose and correct malfunctions associated with the kiosks and kiosk components. The Contractor shall provide repairs during cemetery business hours, 5 days a week (Monday to Friday) as necessary to ensure failed kiosks are operational within 48 hours of a reported failure not inclusive of weekends. The Contractor shall contact the Government – QITC and NCA Business Requirements Office COR to report any issues that cause a kiosk to be non-operational for more than 48 hours. The Contractor shall repair or replace kiosk enclosures when it can no longer protect internal equipment from unauthorized access or external environmental elements. The Contractor shall also provide touch up paint and additional cleaning wipes that are touch screen manufacturer approved when requested by the COR.

The Contractor shall provide a standalone configuration solution and maintenance for kiosks that have no internet connection. Cemetery locations with the standalone configuration solution are as follows: Fort Sam Houston, Little Rock, and San Francisco. The solution includes customized software, installation and support for the kiosk and the following:

- Laptop from VA (Windows 7 Home Premium or higher, with administrative login information)

- USB flash drive from VA (with login information)

- Cemetery BOSS # (3-digit Station ID)

- Cemetery data file added to the nightly extract to the VA FTP server

- Map image (jpeg file) from VA

- Contact name and email for the person who should receive the burial data updates via email

The Contractor shall provide a Help Desk for Kiosk Support 24 hours per day, seven days a week, 365 days a year. The Contractor shall respond (IAW performance standards as indicated in Section 6.5 below) to email and telephone inquiries to manage service tickets submitted by cemetery personnel.

Maintenance includes: replacement of faulty touch screens, printers, surge protectors and fans; on-site technician for touch screen replacements; custom-manufactured touch screen retrofit kits for pre-2007 kiosks; replacement of ITK38 printers as required for laptop upgrades.

Free-standing kiosks enclosures obtained prior to 2007 are not covered. However, the components are covered (listed as the alphabetized items under 5.2 Kiosk Configurations).

Deliverable:

A. Maintenance Report: The Contractor shall provide a report of maintenance activities in the Monthly Report for all maintenance related activities with part numbers, serial numbers, and manufacturer numbers. The Contractor shall update any warranty information (registration cards) in conjunction with the maintenance of a kiosk enclosure.

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OI&T Technical Reference Model (One-VA TRM). One-VA TRM is one component within the overall Enterprise Architecture (EA) that establishes a common vocabulary and structure for describing the information technology used to develop, operate, and maintain enterprise applications. One-VA TRM includes the Standards Profile and Product List that collectively serves as a VA technology roadmap.

Architecture, Strategy, and Design (ASD) has overall responsibility for the One-VA TRM.

The Contractor shall ensure Commercial Off-The-Shelf (COTS) product(s), software configuration and customization, and/or new software are PIV-enabled by accepting HSPD- 12 PIV credentials using VA Enterprise Technical Architecture (ETA), http://www.ea.oit.va.gov/VA_EA/VAEA_TechnicalArchitecture.asp, and VA Identity and Access Management (IAM) approved enterprise design and integration patterns, http://www.ea.oit.va.gov/VA_EA/VAEA_TechnicalArchitecture.asp http://www.techstrategies.oit.va.gov/enterprise_dp.asp. The Contractor shall ensure all Contractor delivered applications and systems are compliant with VA Identity Management Policy (VAIQ# 7011145), Continued Implementation of Homeland Security Presidential Directive 12 (VAIQ#7100147), and VA IAM enterprise identity management requirements (IAM Identity Management Business Requirements Guidance document), located at https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514. The Contractor shall ensure all Contractor delivered applications and systems provide user authentication services compliant with NIST Special Publication 800-63, VA Handbook 6500 Appendix F, “VA System Security Controls”, and VA IAM enterprise requirements for direct, assertion based authentication, and/or trust based authentication, as determined by the design and integration patterns. Direct authentication at a minimum must include Public Key Infrastructure (PKI) based authentication supportive of Personal Identity Verification (PIV) and/or Common Access Card (CAC), as determined by the business need. Assertion based authentication must include a SAML implementation. Additional assertion implementations, besides the required SAML assertion, may be provided as long as they are compliant with NIST 800-63 guidelines. Trust based authentication must include authentication/account binding based on trusted HTTP headers. The Contractor solution shall conform to the specific Identity and Access Management PIV requirements set forth in OMB Memoranda M-04-04, M-05-24, M-11-11, as well as the National Institute of Standards and Technology (NIST) Federal Information Processing Standard (FIPS) 201-2, and supporting NIST Special Publications. OMB Memoranda M-04-04, M-05-24, and M-11-11 can be found at:

https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy04/ m04-04.pdf, https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy200 5/m05-24.pdf, and https://obamawhitehouse.archives.gov/sites/default/files/omb/memoranda/2011/m11-11.pdf respectively. The identity authentication Level of Assurance (LOA) requirement for this specific effort is LOA-4.

The Contractor solution shall support the latest Internet Protocol Version 6 (IPv6) based upon the directives issued by the Office of Management and Budget (OMB) on August 2, (https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy20 05/m05-22.pdf) and September 28, 2010 (https://cio.gov/wp-content/uploads/downloads/2012/09/Transition-to-IPv6.pdf). IPv6 technology, in accordance with the USGv6 Profile (NIST Special Publication (SP) 500-267 (http://www-x.antd.nist.gov/usgv6/index.html), the Technical Infrastructure for USGv6 Adoption (http://www.nist.gov/itl/antd/usgv6.cfm), and the NIST SP 800 series applicable compliance (http://csrc.nist.gov/publications/PubsSPs.html) shall be included in all IT infrastructures, application designs, application development, operational systems and sub-systems, and their integration. In addition to the above requirements, all devices shall support native IPv6 and/or dual stack IPv6 IPv4 connectivity without additional memory or other resources being provided by the Government, so that they can function in a mixed environment. All public/external facing servers and services (e.g. web, email, DNS, ISP services, etc.) shall support native IPv6 and/or dual stack IPv6 IPv4 users and all internal infrastructure and applications shall communicate using native IPv6 and/or dual stack IPv6 IPv4 operations.

http://www.techstrategies.oit.va.gov/enterprise_dp.asp https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy04/m04-04.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy04/m04-04.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2005/m05-24.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2005/m05-24.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/memoranda/2011/m11-11.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2005/m05-22.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2005/m05-22.pdf https://cio.gov/wp-content/uploads/downloads/2012/09/Transition-to-IPv6.pdf https://cio.gov/wp-content/uploads/downloads/2012/09/Transition-to-IPv6.pdf http://www-x.antd.nist.gov/usgv6/index.html http://www-x.antd.nist.gov/usgv6/index.html http://www.nist.gov/itl/antd/usgv6.cfm http://csrc.nist.gov/publications/PubsSPs.html

Guidance and support of improved methodologies which ensure interoperability with legacy protocol and services in dual stack solutions, in addition to OMB/VA memoranda, can be found at: https://www.voa.va.gov/documentlistpublic.aspx?NodeID=282.

The Contractor solution shall meet the requirements outlined in Office of Management and Budget Memorandum M08-05 mandating Trusted Internet Connections (TIC) (https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy20 08/m08-05.pdf), M08-23 mandating Domain Name System Security (NSSEC) (https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy20 08/m08-23.pdf), and shall comply with the Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.0 https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf.

The Contractor IT end user solution that is developed for use on standard VA computers shall be compatible with and be supported on the standard VA operating system, currently Windows 7 (64bit), Internet Explorer 11 and Microsoft Office 2010. In preparation for the future VA standard configuration update, end user solutions shall also be compatible with Office 2013 and Windows 8.1. However, Office 2013 and Windows 8.1 are not the VA standard yet and are currently not approved for use on the VA Network, but are in-process for future approval by OI&T. Upon the release approval of Office 2013 and Windows 8.1 individually as the VA standard, Office 2013 and Windows 8.1 will supersede Office 2010 and Windows 7 respectively. Applications delivered to the VA and intended to be deployed to Windows 7 workstations shall be delivered as a signed .msi package and updates shall be delivered in signed .msp file formats for easy deployment using System Center Configuration Manager (SCCM) VA’s current desktop application deployment tool. Signing of the software code shall be through a vendor provided certificate that is trusted by the VA using a code signing authority such as Verizon/Cybertrust or Symantec/VeriSign. The Contractor shall also ensure and certify that their solution functions as expected when used from a standard VA computer, with non-admin, standard user rights that have been configured using the United States Government Configuration Baseline (USGCB) specific to the particular client operating system being used.

The Contractor shall support VA efforts IAW the Veteran Focused Integration Process (VIP).

VIP is a Lean-Agile framework that services the interest of Veterans through the efficient streamlining of activities that occur within the enterprise. The VIP Guide can be found at https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371. The VIP framework creates an environment delivering more frequent releases through a deeper application of Agile practices. In parallel with a single integrated release process, VIP will increase cross-organizational and business stakeholder engagement, provide greater visibility into projects, increase Agile adoption and institute a predictive delivery cadence. VIP is now the single authoritative process that IT projects must follow to ensure development and delivery of IT products

The Contractor shall utilize ProPath (PAL), the OI&T-wide process management tool that assists in the execution of an IT project (including adherence to VIP standards). PAL serves as an authoritative and informative repository of searchable processes, activities or tasks, https://www.voa.va.gov/documentlistpublic.aspx?NodeID=282 https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-05.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-05.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-23.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-23.pdf https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 roles, artifacts, tools and applicable standards or guides to assist project teams in facilitating their VIP compliant work.

6.2 SECURITY AND PRIVACY REQUIREMENTS

A. POSITION/TASK RISK DESIGNATION LEVEL(S)

The position sensitivity and the level of background investigation commensurate with the required level of access for the following tasks within the PWS are:

Position Sensitivity and Background Investigation Requirements by Task

Task Number Tier1 / Low Risk Tier 2 / Moderate Risk

Tier 4 / High Risk

5.1

5.2

5.3

5.4

The Tasks identified above and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal.

B. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

Contractor Responsibilities:

A. The Contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language.

B. Within 3 business days after award, the Contractor shall provide a roster of Contractor and Subcontractor employees to the COR to begin their background investigations in accordance with the ProPath (PAL) template. The Contractor Staff Roster shall contain the Contractor’s Full Name, Date of Birth, Place of Birth, individual background investigation level requirement (based upon Section 6.2 Tasks), etc. The Contractor shall submit full Social Security Numbers either within the Contractor Staff Roster or under separate cover to the COR. The Contractor Staff Roster shall be updated and provided to VA within 1 day of any changes in employee status, training certification completion status, Background Investigation level status, additions/removal of employees, etc. throughout the Period of Performance. The Contractor Staff Roster shall remain a historical document indicating all past information and the Contractor shall indicate in the Comment field, employees no longer supporting this contract. The preferred method to send the Contractor Staff Roster or Social Security Number is by encrypted e-mail. If unable to send encrypted e-mail, other methods which comply with FIPS 140-2 are to encrypt the file, use a secure fax, or use a traceable mail service.

C. The Contractor should coordinate with the location of the nearest VA fingerprinting office through the COR. Only electronic fingerprints are authorized. The Contractor shall bring their completed Security and Investigations Center (SIC) Fingerprint request form with them (see paragraph d.4. below) when getting fingerprints taken.

D. The Contractor shall ensure the following required forms are submitted to the COR within 5 days after contract award:

1) Optional Form 306

2) Self-Certification of Continuous Service

3) VA Form 0710

4) Completed SIC Fingerprint Request Form

E. The Contractor personnel shall submit all required information related to their background investigations (completion of the investigation documents (SF85, SF85P, or SF 86) utilizing the Office of Personnel Management’s (OPM) Electronic Questionnaire for Investigations Processing (e-QIP) after receiving an email notification from the Security and Investigation Center (SIC).

F. The Contractor employee shall certify and release the e-QIP document, print and sign the signature pages, and send them encrypted to the COR for electronic submission to the SIC. These documents shall be submitted to the COR within 3 business days of receipt of the e-QIP notification email. (Note: OPM is moving towards a “click to sign” process. If click to sign is used, the Contractor employee should notify the COR within 3 business days that documents were signed via e-

QIP).

G. The Contractor shall be responsible for the actions of all personnel provided to work for VA under this contract. In the event that damages arise from work performed by Contractor provided personnel, under the auspices of this contract, the Contractor shall be responsible for all resources necessary to remedy the incident.

H. A Contractor may be granted unescorted access to VA facilities and/or access to VA Information Technology resources (network and/or protected data) with a favorably adjudicated Special Agreement Check (SAC), completed training delineated in VA Handbook 6500.6 (Appendix C, Section 9), signed “Contractor Rules of Behavior”, and with a valid, operational PIV credential for PIV-only logical access to VA’s network. A PIV card credential can be issued once your SAC has been favorably adjudicated and your background investigation has been scheduled by OPM. However, the Contractor will be responsible for the actions of the Contractor personnel they provide to perform work for VA. The investigative history for Contractor personnel working under this contract must be maintained in the database of OPM.

I. The Contractor, when notified of an unfavorably adjudicated background investigation on a Contractor employee as determined by the Government, shall withdraw the employee from consideration in working under the contract.

J. Failure to comply with the Contractor personnel security investigative requirements may result in loss of physical and/or logical access to VA facilities and systems by Contractor and Subcontractor employees and/or termination of the contract for default.

K. Identity Credential Holders must follow all HSPD-12 policies and procedures as well as use and protect their assigned identity credentials in accordance with VA policies and procedures, displaying their badges at all times, and returning the identity credentials upon termination of their relationship with VA.

Deliverable:

A. Contractor Staff Roster

6.3 METHOD AND DISTRIBUTION OF DELIVERABLES

The Contractor shall deliver documentation in electronic format, unless otherwise directed in Section B of the solicitation/contract. Acceptable electronic media include: MS Word 2000/2003/2007/2010, MS Excel 2000/2003/2007/2010, MS PowerPoint 2000/2003/2007/2010, MS Project 2000/2003/2007/2010, MS Access 2000/2003/2007/2010, MS Visio 2000/2002/2003/2007/2010, AutoCAD 2002/2004/2007/2010, and Adobe Postscript Data Format (PDF).

6.4 PERFORMANCE METRICS

The table below defines the Performance Standards and Acceptable Levels of Performance associated with this effort.

Performance Objective

Performance Standard Acceptable Levels of Performance

A. Technical / Quality of Product or Service

1. Demonstrates understanding of requirements

2. Efficient and effective in meeting requirements

3. Meets technical needs and mission requirements

4. Provides quality services/products

Satisfactory or higher

B. Project Milestones and Schedule

1. Established milestones and project dates are met

2. Products completed, reviewed, delivered in accordance with the established schedule

3. Notifies customer in advance of potential problems

Satisfactory or higher

C. Cost & Staffing

1. Currency of expertise and staffing levels appropriate

2. Personnel possess necessary knowledge, skills and abilities to perform tasks

Satisfactory or higher

D. Management

1. Integration and coordination of all activities to execute effort

Satisfactory or higher

The COR will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the Contractor is performing the services required by this PWS in an acceptable level of performance. The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion. A Performance Based Service Assessment will be used by the COR in accordance with the QASP to assess Contractor performance.

6.5 FACILITY/RESOURCE PROVISIONS

The Government will provide office space, telephone service and system access when authorized contract staff work at a Government location as required in order to accomplish the Tasks associated with this PWS. All procedural guides, reference materials, and program documentation for the project and other Government applications will also be provided on an as-needed basis.

The Contractor shall request other Government documentation deemed pertinent to the work accomplishment directly from the Government officials with whom the Contractor has contact. The Contractor shall consider the COR as the final source for needed Government documentation when the Contractor fails to secure the documents by other means. The Contractor is expected to use common knowledge and resourcefulness in securing all other reference materials, standard industry publications, and related materials that are pertinent to the work.

VA may provide remote access to VA specific systems/network in accordance with VA Handbook 6500, which requires the use of a VA approved method to connect external equipment/systems to VA’s network. Citrix Access Gateway (CAG) is the current and only VA approved method for remote access users when using or manipulating VA information for official VA Business. VA permits CAG remote access through approved Personally Owned Equipment (POE) and Other Equipment (OE) provided the equipment meets all applicable 6500 Handbook requirements for POE/OE. All of the security controls required for Government furnished equipment (GFE) must be utilized in approved POE or OE. The Contractor shall provide proof to the COR for review and approval that their POE or OE meets the VA Handbook 6500 requirements and VA Handbook 6500.6 Appendix C, herein incorporated as Addendum B, before use. CAG authorized users shall not be permitted to copy, print or save any VA information accessed via CAG at any time. VA prohibits remote access to VA’s network from non-North Atlantic Treaty Organization (NATO) countries. The exception to this are countries where VA has approved operations established (e.g.

Philippines and South Korea). Exceptions are determined by the COR in coordination with the Information Security Officer (ISO) and Privacy Officer (PO).

This remote access may provide access to VA specific software such as Veterans Health Information System and Technology Architecture (VistA), ClearQuest, ProPath (PAL), Primavera, and Remedy, including appropriate seat management and user licenses, depending upon the level of access granted. The Contractor shall utilize government-provided software development and test accounts, document and requirements repositories, etc. as required for the development, storage, maintenance and delivery of products within the scope of this effort. The Contractor shall not transmit, store or otherwise maintain sensitive data or products in Contractor systems (or media) within the VA firewall IAW VA Handbook 6500.6 dated March 12, 2010. All VA sensitive information shall be protected at all times in accordance with VA Handbook 6500, local security field office System Security Plans (SSP’s) and Authority to Operate (ATO)’s for all systems/LAN’s accessed while performing the tasks detailed in this PWS. The Contractor shall ensure all work is performed in countries deemed not to pose a significant security risk. For detailed Security and Privacy Requirements (additional requirements of the contract consolidated into an addendum for easy reference) refer to Error! Not a valid bookmark self-reference.