P09 PWS AppPack VA-25-00071939.pdf

TRANSFORMATION TWENTY-ONE TOTAL TECHNOLOGY

NEXT GENERATION (T4NG)

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology EUS - EUO – Endpoint Engineering – Desktop and Device Engineering

Application Packaging (AppPack) for Windows Client Operating System Date: June 07, 2025

VA-25-00071939

Task Order PWS Version Number: 2.1.8

App Pack Windows Client Operating System Technical Support TAC Number: VA-25-00071939

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

3.1 APPLICABILITY

3.2 ORDER TYPE

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

4.2 PLACE OF PERFORMANCE

4.3 TRAVEL OR SPECIAL REQUIREMENTS

4.4 CONTRACT MANAGEMENT

4.5 GOVERNMENT FURNISHED PROPERTY

4.6 SECURITY AND PRIVACY

4.6.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT (BASE AND OPTION PERIODS)

5.1.1 TECHNICAL KICKOFF MEETING

5.2 PACKAGE AND TEST APPLICATIONS FOR WINDOWS (BASE AND OPTION

PERIODS)

5.3 WINDOWS TECHNICAL ENGINEERING SUPPORT (BASE AND OPTION

PERIODS)

5.4 OPTIONAL TASKS

5.4.1 PHASE-OUT TRANSITION SUPPORT OPTION TASK 1

5.4.2 PACKAGE AND TEST APPLICATIONS FOR WINDOWS SURGE

SUPPORT – OPTIONAL TASK 2

6.0 GENERAL REQUIREMENTS

6.1 PERFORMANCE METRICS

6.2 SECTION 508 – INFORMATION AND COMMUNICATION TECHNOLOGY

(ICT) STANDARDS

6.2.1 COMPATIBILITY WITH ASSISTIVE TECHNOLOGY

6.2.2 ACCEPTANCE AND ACCEPTANCE TESTING

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), Solutions Delivery - Desktop and Device Engineering (DDE) is to provide benefits and services to Veterans of the United States. In meeting these goals, OI&T strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans’ health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals.

The Windows Client project will support all desktops and laptops and the applications run across the VA enterprise utilizing the Microsoft Windows client operating system (OS). The project includes building and testing the compatibility of application packages, to include:

1. Building software deployment packages

2. Testing the built software packages

3. Windows client engineering and support

VA will use the Windows Laboratory in Albany, New York to develop and test the Contractor’s software packaging, compatibility, analysis and remediation.

2.0 APPLICABLE DOCUMENTS

The Contractor shall comply with the following documents, in addition to the documents in Paragraph 2.0 in the T4NG Basic Performance Work Statement (PWS), in the performance of this effort:

1. “Veteran Focused Integration Process (VIP) Guide 3.2”, December 2018, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

3.0 SCOPE OF WORK

The Contractor shall provide services and support for all application packaging and testing for delivery to the Windows OS. The Contractor shall provide Windows Client engineering support, testing support, and hardware driver testing via Operating System Deployment (OSD). The Contractor shall provide services and support for integration of Microsoft SharePoint and ServiceNow for tracking activities.

3.1 APPLICABILITY

This Task Order (TO) effort PWS is within the scope of the following T4NG Basic PWS paragraph(s):

4.1 Program Management, Strategy, Enterprise Architecture and Planning Support

4.2 System/Software Engineering

4.2.9 System/Software Integration

4.8.2 Application Support

3.2 ORDER TYPE

The effort shall be proposed on a Firm Fixed Price (FFP) basis.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The period of performance shall be one, 4-month base period with one 8 month option period and four, 12-month option periods and one optional task. The overall period of performance shall not exceed 60 months.

4.2 PLACE OF PERFORMANCE

Efforts under Task Order (TO) shall be performed in VA facilities located at 55 Elk St (3rd floor). Albany, New York. Parking is not provided at the 55 Elk St location. Limited work may be performed at remote locations with prior approval of the Contracting Officer’s Representative (COR). Packaging, Power Apps, SharePoint, ServiceNow integration and task management tasks shall be performed at Contractor facilities.

4.3 TRAVEL OR SPECIAL REQUIREMENTS

The Government anticipates travel under this effort to attend kick-off meeting for the initial year only for the period of performance. Include all estimated travel costs in your firm-fixed price line items. These costs will not be directly reimbursed by the Government.

The total estimated number of trips in support of the program related meetings for this effort is one per year for one person. Anticipated location includes the following, estimated at three to four days in duration:

1. Albany, NY

4.4 CONTRACT MANAGEMENT

All requirements of Sections 7.0 and 8.0 of the T4NG Basic PWS apply to this effort.

This TO shall be addressed in the Contractor’s Progress, Status and Management Report as set forth in the T4NG Basic contract.

4.5 GOVERNMENT FURNISHED PROPERTY

The Government has multiple remote access solutions available to include Citrix Access Gateway (CAG), Site-to-Site Virtual Private Network (VPN), and RESCUE VPN.

When necessary, the Government will furnish desktops or laptops, for use by the Contractor to access VA networks, systems, or applications to meet the requirements of this PWS. The overarching goal is to determine the most cost-effective approach to providing needed access to the VA environment coupled with the need to ensure proper

Change Management principles are followed. Contractor personnel shall adhere to all VA system access requirements for on-site and remote users in accordance with VA standards, local security regulations, policies and rules of behavior. GFE shall be approved by the COR and Program Manager on a case-by-case basis prior to issuance.

The Government will provide up to 15 Government Furnished Equipment laptops, with the approval of the VA Program Manager (PM) within 15 business days of task order award. The Government will provide office space, telephone service and system access when authorized Contractor staff work at a Government location. All procedural guides, reference materials, and program documentation for the project and other Government applications will also be provided on an as-needed basis.

During performance, the Government shall provide access to Admin Studio as required.

The Government will not provide IT accessories including but not limited to Mobile Wi-Fi hotspots/wireless access points, additional or specialized keyboards or mice, laptop bags, extra charging cables, extra Personal Identity Verification card readers, peripheral devices, or additional Random-Access Memory (RAM). The Contractor is responsible for providing these types of IT accessories in support of the TO as necessary and any VA installation required for these IT accessories shall be coordinated with the COR.

The Status of Government Furnished Equipment Report under the T4NG Basic Contract requirements is applicable to this TO and shall be delivered to the COR/VA PM as required.

All procedural guides, reference materials, and program documentation for the project and other Government applications will be provided on an as-needed basis.

4.6 SECURITY AND PRIVACY

All requirements in Section 6.0 of the T4NG Basic PWS apply to this effort. Specific TO requirements relating to Addendum B, Section B4.0 paragraphs j and k supersede the corresponding T4NG Basic PWS paragraphs, and are as follows,

j. The vendor shall notify VA within 24 hours of the discovery or disclosure of successful exploits of the vulnerability which can compromise the security of the Systems (including the confidentiality or integrity of its data and operations, or the availability of the system). Such issues shall be remediated as quickly as is practical, based upon the severity of the incident.

k. When the Security Fixes involve installing third party patches (such as

Microsoft OS patches or Adobe Acrobat), the vendor will provide written notice to VA that the patch has been validated as not affecting the Systems within 10 working days. When the vendor is responsible for operations or maintenance of the Systems, they shall apply the Security Fixes based upon the requirements identified within the TO.

4.6.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

In accordance with VA Handbook 0710, Personnel Security and Suitability Program, 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 this 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.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 PROJECT MANAGEMENT (BASE AND OPTION PERIODS)

The Contractor shall provide project management support to manage the performance of this TO effort and shall attend and participate in daily Windows client engineering conference calls.

5.1.1 TECHNICAL KICKOFF MEETING

A technical kickoff meeting shall be held within 10 days after TO award. The Contractor shall coordinate the date, time, and location (can be virtual) with the Contracting Officer (CO), as the Post-Award Conference Chairperson, the VA PM, as the Co-Chairperson, the Contract Specialist (CS), and the COR. The Contractor shall provide a draft agenda to the CO and VA PM at least five calendar days prior to the meeting. Upon Government approval of a final agenda, the Contractor shall distribute to all meeting attendees. During the kickoff-meeting, the Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort via a Microsoft Office PowerPoint presentation. At the conclusion of the meeting, the Contractor shall update the presentation with a final slide entitled “Summary Report” which shall include notes on any major issues, agreements, or disagreements discussed during the kickoff meeting and the following statement “As the Post-Award Conference Chairperson, I have reviewed the entirety of this presentation and assert that it is an accurate representation and summary of the discussions held during the Technical Kickoff Meeting for the “AppPack for Windows Client OS.” The Contractor shall submit the final updated presentation to the CO for review and signature within three calendar days after the meeting. The Contractor shall also work with the CS, the Government’s designated note taker, to prepare and distribute the meeting minutes of the kickoff meeting to the CO, COR and all attendees within three calendar days after the meeting. The Contractor shall obtain concurrence from the CS on the content of the meeting minutes prior to distribution of the document.

5.2 PACKAGE AND TEST APPLICATIONS FOR WINDOWS (BASE AND OPTION

PERIODS)

The Contractor shall create, test, and provide packages for the applications to be delivered to Windows OS. The Contractor shall develop and complete an estimated 520 packages per year with an average of 10 packages developed and completed per week and approximately 48 emergency packages per calendar year with emergency last minute timelines for a grand total of 308 packages.

Base Period = Total of 173 Option Period 1 = Total of 347 Option Period 2 = Total of 520 Option Period 3 = Total of 520 Option Period 4 = Total of 520 Option Period 5 = Total of 520

Packages shall be completed in five business days and within one business day for emergency packages. The Contractor may request approval from the COR/VA PM for additional time to complete packages if needed based upon the complexity of a package. The software package creation will be done using Admin Studio, VA will provide access to VA's hosted Admin Studio. The Contractor shall create each application software package using VA Solution Delivery (SD) templates for a build document, application compatibility test cases, packaging test case and results.

Packages and sequencing shall be standard Microsoft Installer (.msi) files and executable (.exe) files. The Contractor shall use the VA’s instance of Microsoft SharePoint and ServiceNow tool’s for tracking and reporting status to include development and integration support and enhancement for DDE’s custom instance of SharePoint workflow and status reporting and its integration with ServiceNow to include all intake areas such as packaging, hardware, Group Policy, Internet browsers and baselines.

During all intake and creation of each package, the Contractor shall:

1. Be the requesters primary Point of Contact (POC) for all intake items for the duration from the request to completion of deployment to production.

2. Review and manage all departments intake requests including packaging, hardware, Group Policy, Internet browsers and baselines (a baseline is defined in 5.3.2 a).

3. Assess that the request is complete and work with requester to complete or fix documentation as required

4. Work with requestor to clarify requirements not met

5. Assess that the request meets VA requirements and work with the requestor to ensure the request does meet VA requirements if required

6. Manage the workflow process from intake to testing to getting ready for deployment to the field including all required documentation that includes; build document, compatibility test cases, and test case/results.

7. Create entries in VA's application inventory of all software, versions, quantities, and where used in VA.

8. Verify and resolve application compatibility problems. Test each package and application on a virtual machine provided by VA.

9. Use VA software naming conventions for all software in the software repository as well as all objects and hierarchies in Systems Center Configuration Manager

(SCCM).

10. Test each package and application on VA-provided, dedicated virtual and/or physical hardware located in the Albany, New York development lab. Verify the packages using dedicated resources that are not assigned to the task of software packaging. Use VA established lab test procedures that include checking Programs and Features, file versions, custom scenarios from requester, and other methods to verify application packages are installed correctly.

11. The Contractor shall include development and integration support and enhancement for DDE’s custom instance of SharePoint workflow and status reporting and its integration with ServiceNow. Contractor shall include all intake areas of packaging, hardware, Group Policies, Internet browsers and baselines (a baseline is defined in 5.3.2 a). Contractor shall be responsible implementing all phases 1 through 10.

The Contractor shall use SCCM as the final target delivery method for the packages created.

The Contractor shall provide assistance during testing conducted by DDE, and testing conducted by VA IT staff or VA OI&T Product Development in the field, by answering questions and resolving issues with specific packages via email, instant messaging or phone.

The Contractor shall provide suggested modifications to the VA packaging standards, including sequencing, SCCM package creation, and task sequences.

The Contractor shall document the recommendation in a Recommended Enhancements to Packaging Standards Report and the Recommended Enhancements to Packaging Processes Report. The Contractor shall also document the recommendation in a Recommended Enhancements to Integration of SharePoint and ServiceNow Report.

The Contractor shall provide a weekly summary of the packaging services completed during the reporting period (Sunday through Saturday) in a Weekly Status Report.

These reports shall list the packages completed during the reporting period to support the average of 10 packages per week.

The Contractor shall list the packages completed during the previous month in the Contractor's Progress, Status and Management Report detailed in the T4NG Base

PWS.

Deliverables:

A. Recommended Enhancements to Packaging Standards Report B. Recommended Enhancements to Packaging Processes Report C. Recommended Enhancements to Integration of SharePoint and

ServiceNow Report D. Weekly Status Report

5.3 WINDOWS TECHNICAL ENGINEERING SUPPORT (BASE AND OPTION

PERIODS)

The Contractor shall provide Windows client technical engineering support including troubleshooting and problem resolution for VA's deployment of the Windows client OS and ongoing updating of the baseline configuration with an emphasis on hardware drivers. The Contractor shall assist SD DDE as follows:

1. The Contractor shall test new and existing hardware (desktop, laptop and tablet including docking stations, keyboard, mice and other peripheral) for driver functionality and work with SD DDE and 3rd party driver solution vendor to resolve driver issues as required. VA received approximately 30 new hardware devices (usually 7 or 8 at a time) a year and a total of approximately 250 devices ongoing.

2. The Contractor shall serve as the DDE primary POC in creation of new baselines and maintaining/updating existing baselines (32), the Contractor shall attend project calls for new baselines (approx. 5 per year) and perform testing in the Albany, New York lab for compatibility of software and specialized hardware located and supported in the Albany Lab (used for medical carts, point of sale, etc).

a A baseline is comprised of the operating system, operating system patches, standardized set of applications/versions, hardware including hardware drivers, all delivered via SCCM OSD provisioning process.

Group Policy Objects are applied after the provisioning process but no responsibility in this contract.

3. The Contractor shall assist with maintaining desktop, laptop and tablet including docking stations, keyboard, mice and other peripheral hardware at the Albany, New York lab as well as the database used to track the desktop, laptop and tablet and tablet including docking stations, keyboard, mice and other peripheral hardware.

4. The Contractor shall utilize SCCM Task Sequences to assist in the lab testing functions for application package testing.

5. The Contractor shall attend and participate in daily Windows client engineering conference calls currently held by VA.

VA is currently using SCCM OSD tools in the engineering tasks above for OS delivery.

VA is currently at SCCM Feature Update 1906 or newer and MDT 2013 or newer.

The Contractor shall provide a weekly summary of the Windows engineering support services completed during the reporting period (Sunday through Saturday) in the Weekly Status Report required in PWS Section 5.2 as a separate section in the report.

Deliverables:

A. Weekly Status Report

5.4 OPTIONAL TASKS

5.4.1 PHASE-OUT TRANSITION SUPPORT OPTION TASK 1

The Contractor shall provide a Transition-Out Plan for 30 days of outgoing transition support for transitioning work from the current contract to a follow-on contract or Government entity. This 30-day optional task can be exercised once at any time during the task order. This transition may be to a Government entity or to another Contractor or to the incumbent Contractor under a new contractual vehicle. In accordance with the Government-approved plan, the Contractor shall execute the Transition-Out Plan and implement a complete transition from this task order to a new support provider. The Contractor shall perform formal coordination with Government staff and successor staff and management. The Transition-Out Plan shall also include delivery of copies of all artifacts delivered under this task order, as well as existing policies and procedures, and delivery of baseline metrics and statistics. This Transition-Out Plan, at a minimum, shall include:

1. Coordination with Government representatives.

2. Review, evaluation and transition of current support services.

3. Transition of historic data to new Contractor system.

4. Transfer of GFE hardware and software warranties, maintenance agreements and licenses.

5. Transfer of all necessary business and/or technical documentation.

6. Orientation phase and program to introduce Government and Contractor personnel, programs, and users to the Contractor's team, tools, methodologies, and business processes.

7. Disposition of Contractor purchased Government owned assets,

8. Transfer of GFE and Government Furnished Information, and GFE inventory management assistance.

9. Turn-in of all Government keys, ID/access cards, and security codes.

Deliverable:

A. Transition-Out Plan

5.4.2 PACKAGE AND TEST APPLICATIONS FOR WINDOWS SURGE SUPPORT –

OPTIONAL TASK 2

The Microsoft Windows client OS is constantly evolving and may require additional package and test applications for Windows OS. VA may exercise this optional task for package and testing support throughout the task order period of performance. If Optional Task Two is exercised by VA, the Contractor shall provide all the services and deliverables identified in PWS paragraph 5.2.

VA may exercise this optional task at any time during the base and any option period PoP throughout the task order up to 480 packages within each 12-month PoPs, for a maximum of 2,400 additional packages throughout the overall 5 year TO PoP.

6.0 GENERAL REQUIREMENTS

6.1 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. Shows 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

Performance Objective

Performance Standard Acceptable Levels of Performance

B. Project Milestones and Schedule

1. Quick response capability

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 TO 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 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.

6.2 SECTION 508 – INFORMATION AND COMMUNICATION TECHNOLOGY (ICT)

STANDARDS

On January 18, 2017, the Architectural and Transportation Barriers Compliance Board (Access Board) revised and updated, in a single rulemaking, standards for electronic and information technology developed, procured, maintained, or used by Federal agencies covered by Section 508 of the Rehabilitation Act of 1973, as well as our guidelines for telecommunications equipment and customer premises equipment covered by Section 255 of the Communications Act of 1934. The revisions and updates to the Section 508-based standards and Section 255-based guidelines are intended to ensure that information and communication technology (ICT) covered by the respective statutes is accessible to and usable by individuals with disabilities.

The following Section 508 Requirements supersede Addendum A, Section A3 from the T4NG Basic PWS.

The Section 508 standards established by the Access Board are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure ICT.

These standards are found in their entirety at: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines. A printed copy of the standards will be supplied upon request.

Federal agencies must comply with the updated Section 508 Standards beginning on January 18, 2018. The Final Rule as published in the Federal Register is available from the Access Board: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule.

The Contractor shall comply with “508 Chapter 2: Scoping Requirements” for all electronic ICT and content delivered under this contract. Specifically, as appropriate for the technology and its functionality, the Contractor shall comply with the technical standards marked here:

E205 Electronic Content – (Accessibility Standard -WCAG 2.0 Level A and AA Guidelines)

E204 Functional Performance Criteria E206 Hardware Requirements E207 Software Requirements E208 Support Services and Documentation Requirements

6.2.1 COMPATIBILITY WITH ASSISTIVE TECHNOLOGY

The standards do not require installation of specific accessibility-related software or attachment of an assistive technology device. Section 508 requires that ICT be compatible with such software and devices so that ICT can be accessible to and usable by individuals using assistive technology, including but not limited to screen readers, screen magnifiers, and speech recognition software.

6.2.2 ACCEPTANCE AND ACCEPTANCE TESTING

Deliverables resulting from this solicitation will be accepted based in part on satisfaction of the Section 508 Chapter 2: Scoping Requirements standards identified above.

The Government reserves the right to test for Section 508 Compliance before delivery.

The Contractor shall be able to demonstrate Section 508 Compliance upon delivery.