_Final_RFP_Questions_and_Responses_-_12-12-2018.pdf

RFP Section Reference/Topic Solicitation/References Questions Answer

1 C.1.1 Set Aside

1) Program Management and Integration Support (Attachment J-1) (separate set-aside for an 8(a)small business) .

In two places we found references to the Small Business Set Aside being for 8(a) entities only. However, the Cover Page says this is a SB by NAICS. Please clarify which kind of set aside the EITSS is. Small business set aside; Documents have been updated

2 Cover Page Set Aside

2) Small Business Set Aside. All small businesses are encouraged to propose. Please be advised as a Small Business prime, the firm must perform 51% of the effort being solicited.

In two places we found references to the Small Business Set Aside being for 8(a) entities only. However, the Cover Page says this is a SB by NAICS. Please clarify which kind of set aside the EITSS is. Small business set aside; Documents have been updated

This is a Full & Open and Small Business Requirement, but in the part of the Small Business Requirement Attachment J-1 you mentioned Program Management and Integration Support (Attachment J-1) (set aside for an 8(a)-small business). So please confirm its small business or 8(a) small Business? Small business set aside; Documents have been updated

On the FBO notice, you state:

1) Unrestricted. Any business regardless of size can submit a Proposal under this requirement. Large businesses will be required to submit a Small Business Subcontracting Plan (further details herein).

2) Small Business Set Aside. All small businesses are encouraged to propose. Please be advised as a Small Business prime, the firm must perform 51% of the effort being solicited.

Yet, in the Small Business RFP, you state it is an 8(a) set aside. Is that an error? Or is it truly an 8(a) set aside. We have been targeting this procurement for some time and were of the opinion that it was just a small business set aside. We already have our team together. Small business set aside; Documents have been updated

As we were reviewing the documents that have been uploaded to the FBO site, we were wondering if the RFP labeled Small_Business_EITSS_RFP_FINAL (1).pdf was intended to contain separate instructions for the small business set aside portion for response to the Program Management and Integration Support PWS. Both of the RFP’s for Full and Open AND the Small Business only make reference to the instructions in section L and section M pertaining to the Full and Open portions of this work. The SOW Attachment_J-1_DOT_EITSS_- _Program_Mgmt_and_Integration_Support_PWS_-_SMALL_BUSINESS-FINAL

(2) is clearly meant for the small business portion, and is accessible.

Could you please clarify if another RFP with a separate section L instructions and section M evaluation criteria will be provided for the Small Business PM/IS component? If not, please clarify how you would like for respondents to reply to the small business PWS. Small business set aside; Documents have been updated

6 L.2 Who May Propose

If you look on page 66 of the Small Business RFP, para L.2, it still says 8(a).

L.2 WHO MAY PROPOSE. The EITSS contract will be competed through two parts:

1) The requirements characterized in Attachment J-1 Program Management and Integration Support are specifically targeted for the 8(a) Small Business community.

The requirement under this RFP is a competitive small business set-aside. The work under this set-aside is part of the larger EITSS program and will performed in conjunction with the awardee of the full-and-open solicitation, (see attachment, “Unrestricted EITSS RFP.” Offerors interested in proposing to the small business set aside component of the EITSS program must follow instructions as provided in Section L of this document. Small business set aside; Documents have been updated

7 C.1.1 Set Aside

1) Program Management and Integration Support (Attachment J-1) (separate set-aside for an 8(a)small business) .

In two places we found references to the Small Business Set Aside being for 8(a) entities only. However, the Cover Page says this is a SB by NAICS. Please clarify which kind of set aside the EITSS is. Small business set aside; Documents have been updated

8 Cover Page Set Aside

2) Small Business Set Aside. All small businesses are encouraged to propose. Please be advised as a Small Business prime, the firm must perform 51% of the effort being solicited.

In two places we found references to the Small Business Set Aside being for 8(a) entities only. However, the Cover Page says this is a SB by NAICS. Please clarify which kind of set aside the EITSS is. Small business set aside; Documents have been updated

9 RFP Page 3 Second Para

“This document describes the full and open competition unrestricted component of the EITSS program which includes the scope for End User Support Operations (attachment J-2) and Infrastructure Operations (J-3). The work to be performed by the Contractor outlined in the PWS will be monitored, tested, and reported by the awardee of the Program Management and Integration Support (J-1).” Does this indicate this RFP is for the Full & Open competition? yes

10 RFP Page 56, L.2.1 Requirements

“L.2.1) The requirements characterized in Attachments J-2 End User Operations and J-3 Infrastructure Operations will be solicited through full and open competition and businesses of all sizes are encouraged to submit a proposal. Large businesses will be required to submit a Small Business Subcontracting Plan. Offerors interested in proposing to the full and open competition component of the EITSS program must follow instructions as provided in Section L of this document.” Does this indicate this RFP is for the Full & Open competition? yes

11 RFP Page 57

“L.2.2) The requirements characterized in Attachment J-1 Program Management and Integration Support are specifically targeted for the 8(a) Small Business community.”

The cover page says this is a Small Business Set-Aside, but this indicates 8(a).

Which is correct? Documents have been updated to reflect Small business Set aside, not 8(a)

12 RFP Page 58 “L.9 Subject Line: “Questions: Unrestricted EITSS RFP” Does this indicate this RFP is for the Full & Open competition? yes 13 RFP Page 60 Table Phase I (and other places) calls for the inclusion of SF33 Where is the SF33? the Government will provide

14 RFP Page 61 Table Phase 2 calls for a 35-page technical response, which is the same as the Full & Open RFP (which has a much larger PWS) Does this indicate this RFP is for the Full & Open competition?

The Small RFP response page numbers were updated and are different than the Unrestricted RFP; please refer to the FINAL documents

15 RFP Page 61 Table Phase 2 calls for a 40-page response to challenge questions.

This is the same as the Full & Open RFP – again, does this indicates this RFP is for the Full & Open competition?

Page counts are different for the Unrestricted/Full and Open vs the Small RFP; 40 pages is for the Unrestricted RFP

16 RFP Page 65, L.14.1 Note “Note: Attachment J-1 Program Management and Business Integration Support will be a small business set aside and is not part of this request for proposals.” Does this indicate this RFP is for the Full & Open competition? yes

17 RFP Page 67 Past Performance Requirements Past Performance Volume requirements are the same as for the F&O. Does this indicate this RFP is for the Full & Open competition?

Please refer to most recent Small Business RFP and Unrestricted RFP as they are different

18 RFP Page 73, M.3.1.ii Experience “Extent of experience performing tasks (subtasks included) that are similar to the EITSS performance work statement (Attachment J-2 and J-3)” Does this indicate this RFP is for the Full & Open competition? yes

19 RFP Page 73, M.3.2 Subfactor 1, bullet 2

“Understanding of the work using creative and thorough approaches to achieve performance objectives and planned execution of the work as listed in Attachments J- 2 and J-3.” )” Does this indicate this RFP is for the Full & Open competition? yes

20 RFP Page 75, M.3.3.2 Past Performance Requirements “The organization’s specific past performance on prior similar efforts specified within the PWS (Attachment J-2 and J-3).” Does this indicate this RFP is for the Full & Open competition? yes

21 RFP Page 77, M.6.1 Procurement

“This requirement is being procured under the Agency’s Enterprise IT Shared Services (EITSS) Acquisition Project and is known as the End User Operations and Infrastructure Operations requirement (Attachments J-2 and J-3).” Does this indicate this RFP is for the Full & Open competition? yes

Small_Business_EITSS_RFP_FINAL.p df C.1.1 BACKGROUND

This document describes the full and open competition unrestricted component of the EITSS program which includes the scope for End User Support Operations (Attachment J-2) and Infrastructure Operations (J-3). The work to be performed by the Contractor outlined in the performance work statements will be monitored, tested, and reported by the awardee of the Program Management and Integration Support (J- 1). This separation will ensure complete impartiality of reporting to the OCIO on project updates, issues/concerns, and related information. DOT anticipates data from the EITSS Contractor reporting in the performance work statements, outputs from DOT OCIO’s monitoring tools/dashboards including the service management system, as well as surveying techniques (to be defined) will be used to provide data to the Government on performance, service level metrics, quality assurance and etc.

as required by the awardee of the Program Management and Integration Support (J-

1) requirement.

This reference says that this document is for Unrestrcted component. Requesting an updated RFP Document for Small Business Component. Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df - H.15.1

PERFORMANCE BASED

CONTRACT AND TASK ORDERS

This EITSS contract is a performance type contract, primarily through its underlying task orders. Base contract deliverables and performance criteria are included in each Performance Work Statement (Attachment J-2 and J-3). Each Task Order will specify the performance criteria and performance metrics applicable to the work to be performed under the Task Order.

This Contract and its Task orders may include substantial performance and administrative requirements, including financial consideration due to the Government for performance and deliverable deficiencies.

Small Business RFP document is referring the PWS of J2 and J3 rather than J1.

Could DOT clarify that these references are accurate? Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df - H.15.2

PERFORMANCE INCENTIVES,

CONSIDERATION AND

ADJUSTMENTS

The Government expects optimal services and support through this contract, and does not expect to pay additional for the Contractor meeting specified levels of performance described in contract. However, given the performance requirements and due diligence with respect to their ongoing compliance and improvement, an incentive structure is contemplated with most task orders.

Performance incentives are considered an interim step in assuring that specified levels of performance described in the contract have practical implication without the Government's need to exercise more stringent measures under the FAR. Performance incentives will be both positive and negative as further outlined in individual task orders as authorized by the Government's Contracting Officer.

Each PWS (Attachment J-2 and J-3) provide specific information on SLAs and disincentives. These are in draft at the time of the solicitation as they will be reviewed by both the Contractor and Federal Government during the Transition phase to ensure completeness, accuracy, and available data that can be used for the surveillance.

The Government intends to move most services under this contract to Firm Fixed Priced; a timeline for this approach is provided as part of Attachment J-37. This will also impact how to determine the incentives and disincentives.

Small Business RFP document is referring the PWS of J2 and J3 rather than J1.

Could DOT clarify that these references are accurate? Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df - L.13

Phase1–TabB:CORPORATEVOLUME- CorporateExperience

1. Size

• Number of Supported End-Users: Contract examples must show experience supporting a minimum of 15,000 seats/end-users.

• Service Desk Call Volume - Contract examples must show experience managing a minimum of 15,000 calls per month spanning multiple levels of support.

• Incident Management - Contract examples must show experience managing, end to end, a minimum of 20,000 incidents month spanning multiple levels of support.

2. Scope

• The reference must show experience managing an Enterprise Information Technology (IT) contract that provides (at a minimum): End User Services and Infrastructure Operations consistent with the requirements as listed in Attachment J- 2 and J-3.

Solicitation No. 693JK418R600002, Enterprise IT Shared Services (EITSS)

3. Complexity

• Geographically Disperse Locations: Contract examples must show experience supporting at least 200 locations in the continental US (CONUS).

• Diverse Infrastructure: Contract examples must show experience managing a diverse enterprise network and compute infrastructure composed of multiple, unique hardware and software configurations inclusive of, but not limited to: Microsoft infrastructure, custom applications and Commercial Off the Shelf (COTS) applications.

Small Business RFP document references to Size, Scope, Complexity is more geared for J2 and J3 contract. Requesting DOT to confirm that this is accurate. Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df

L. 14.1.2 SUB FACTOR 1:

TECHNICAL CAPABILITIES WITH

CONCEPT OF OPERATIONS AND

CHALLENGE QUESTIONS: Challenge Questions

Small Business RFP document referenced Challenge Questions are more geared for J2 and J3 contract. Requesting DOT to confirm that this is accurate. Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df

M.3.1 CORPORATE EXPERIENCE

EVALUATION

ii. Extent of experience performing tasks (subtasks included) that are similar to the EITSS performance work statement (Attachment J-2 and J-3)

Small Business RFP document referenced evaluation factor is more geared for J2 and J3 contract. Requesting DOT to confirm that this is accurate. Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df

M.3.2

TECHNICALVOLUMEEVALUATION

Understanding of the work using creative and thorough approaches to achieve performance objectives and planned execution of the work as listed in Attachments J- 2 and J-3.

Small Business RFP document referenced evaluation factor is more geared for J2 and J3 contract. Requesting DOT to confirm that this is accurate. Small Business RFP was reposted with the correct file

Small_Business_EITSS_RFP_FINAL.p df

M.3.3

PASTPERFORMANCEEVALUATION

2. The organization’s specific past performance on prior similar efforts specified within the PWS (Attachment J-2 and J-3).

Small Business RFP document referenced evaluation factor is more geared for J2 and J3 contract. Requesting DOT to confirm that this is accurate. Small Business RFP was reposted with the correct file

File Attachment_J-2_DOT_EITSS_- _End_User_Operations_PWS_- _FullandOpen-Final_09-18-2018J2 End user support Headed of J2 PWS reads J1 Headed of J2 PWS reads J1

The only reference to J-1 in the End User PWS (Attachment J-2) is in the Background section.

The recent update for Solicitation Number: 693JK418R600002 was reviewed and there were two parts mentioned.

• Small Business Set Aside

• Unrestricted

There was a FINAL RFP released RFP SMALL_BUSINESS_RFP__FINAL-MOD.

When will the Unrestricted RFP referenced/highlighted below be available?

L.2 WHO MAY PROPOSE. The EITSS contract will be competed through two parts:

1) Small Business Set Aside - The requirements characterized in Attachment J-1 Program Management and Integration Support is specifically targeted for the small business community. The work under this set-aside is part of the larger EITSS program. Offerors interested in proposing to this RFP for the small business set aside component of the EITSS program must follow instructions as provided in Section L of this document.

2) Unrestricted - The requirements characterized in Attachments J-2 End User Operations and Attachment J-3 Infrastructure Operations will be solicited through the “Unrestricted EITSS RFP.”

Both the Unrestricted RFP and the Small Business RFP are posted

32 L. 13 Corporate Experience and Past Performance

Phase 1 – Tab B: CORPORATE VOLUME - Corporate Experience

The Government has a requirement for "A minimum of three (3) references must individually meet the criteria for size, scope and complexity defined above. All three

(3) must be performed by the Offeror as the Prime on the cited work". It seems that this work is wired towards large firms and not mid-tier firms. This requirement does not enable a mid-tier firm like ours to prime. We have the relevant capabilities, corporate experience and skills delivering similar work for commercial clients. We request the Government to decrease the minimum requirement for Corporate experience and past performance from a minimum of 3 (corporate experience and past performance) to a minimum of 1 to enable us to respond to this opportunity.

The Government has updated the corporate experience criteria based on the collective feedback received.

33 L. 13 Corporate Experience - Size Phase 1 – Tab B: CORPORATE VOLUME - Corporate Experience

The Government requires the contractor to provide corporate experience that demonstrates experience providing support for "15,000 service/users, 15,000 service desk calls, 20,000 incidents". It appears that the opportunity is specifically wired towards large firms and not mid tier firms. We can demonstrate our approach towards providing support for "15,000 service/users, 15,000 service desk calls, 20,000 incidents" in our technical approach. However the Government is restricting us to prime on this opportunity by having such large requirements. Therefore, we request the Government to reduce the reference requirement to 3000 service/users, 3000 service desk calls, 3000 incidents. The intent is to meet the requirements of DOT and it requires this level of support

The Government changed the Draft RFP to final RFP the SB subcontracting goals from 25% to 50% can the Government explain the change, because such a change greatly impacts a large business’ ability to be in compliance to overall performance expectations and responsiveness. Is the SB subcontracting goals expected for the entire life of the contract or per Task award? The Government included the use of CTAs in the RFP however normally they are customarily used only for GSA schedules, this impacts competition by eliminating those that are limited to partnering with an incumbent(s). Did the Government anticipate the use of CTAs as an added value or alternative?

Due to the size and expectation of support under EITSS is the Government anticipating an multiple award IDIQ for the unrestricted portion? While the initial Q&A states a single award, G.14 does not suggest a single award. Understanding that the Government has the right to choose multiple awardees under the LB; this again impacts a large businesses ability to be in compliance if they are limited to level of support and oversight at maximum of 50%. Since the RFP does not provide a sample or schedule of support award requirements large businesses are at a disadvantage to provide the most effective proposal if LB’s focus on ensuring SB goals are met. Does the Government expect the SB goals to a best value criteria for an awardee?

The combination of these questions are considered critical to the overall decision to bid or no bid this opportunity for GDIT because of the already preconceived steering of the competitors/bidders.

The goals have been reviewed and the form has been updated.

35 L.9 Inquiries/Submission Thumb drives

The RFP requires that the offeror submit 10 thumb drives. Please confirm that Tabs A, B, C, and D should be on 5 thumb drives and that Tab E should be on the other 5 thumb drives.

This has been revised to read 20 thumb drives. 10 for the technical information and 10 for the business/price information.

36 L.10, L12 Proposal Structure RFP Structure Table, Contracts Volume Instructions

The table in L.10 shows that Tab A (Contracts Volume) consists of Section 2 (First Page of Solicitation/Contract Form/Signed Amendments), Section 4 (Solicitation Section), and Section 8 (SF33). Section L.12 refers to Proposal Acceptance Period (block 12 of the SF33) and to completion of blocks 15A/B and 16 as well as block 17 and 18. This structure implies that the SF33 will appear in three places in the Contracts Volume. Request that the Government clarify the information that should be in Sections 2, 4, and 8 or consider combining all requirements into Section 2. The SF 33 will appear only in the contracts volume.

37 L.12 Contracts Volume Instructions Solicitation/Contract Form Request that the government provide SF33 and SF30s for this solicitation. Attachment J-42 is provided for the SF33

38 L.15.1 Phase 3 – Tab E: BUSINESS VOLUME Attachment J-38

Would the government please clarify on what are the requirements for the subcontractor submission for the small business set aside portion? For example, does the subcontractor also need to complete and submit Tab E: Business Volume?

Section L.15.1 states that the subcontractor shall complete the Subcontractor Checklist (Attachment J-38), however Attachment J-38 is the "OST Small Business Subcontracting Plan Template Final", not the subcontract checklist.

The requirement for the subcontracting checklist has been removed. Large Businesses will be required to submit a Small Business Subcontracting Plan.

39 L.15.1 Phase 3 – Tab E: BUSINESS VOLUME Attachment J-38

There appear to be inconsistences among Section J and Section L regarding Attachment J-38. Would the government please clarify if Attachment J-38 is a requirement for the small business set aside portion? Section J, page 59 states that Attachment J-38 is the “OST Small Business Subcontracting Plan Template Final”.

However, section L.15.1, page 81 refers to Attachment J-38 as the “Subcontractor Checklist”. There appears to be two different Attachment J-38s on the FBO site.

Please clarify which of the two should be used by a subcontractor to a small business prime. Attachment J-38 is to be used. All other references have been updated.

40 H.7.2.4 Incident Response

H.7.2.4 requires the contractor to respond to all alerts/indicators of compromise (IOCs) by DOT incident response team within 24 hours whether positive or negative.

This requirement does not appear in the attachment J-1, EITSS PWS Program Management & Integration. Is security incident response required by the prospective EITSS PWS Program Management & Integration contractor? If yes, what are the performance criteria for response required by DOT? This requirement seems to only be applicable to the prospective Infrastructure Operations Support contractor as they are required to monitor the IT infrastructure.

Incident response is not relevant to J-1 and as such has been removed

41 H.7.2.4 Incident Response

H.7.2.4 requires the contractor to ensure that all tools and procedures necessary to support this section are deployed and maintained. This requirement does not appear in the attachment J-1, EITSS PWS Program Management & Integration. Is security tool deployment and maintenance required by the prospective EITSS PWS Program Management & Integration contractor? If yes, what are the performance criteria for this required by DOT? This requirement seems to only be applicable to the prospective Infrastructure Operations Support contractor as they are required to monitor the IT infrastructure.

Incident response is not relevant to J-1 and as such has been removed

42 H.8

Security Assessment and Authorization, System Security Plan, Security Assessment Plan/Report, Annual Assessment/Review, Independent Assessment, POA&M, Contingency Plan and Contingency Plan Test, Authentication Questionnaire, Standards and Procedures Manual (Continuous Monitoring)

To which contactor information system does this paragraph refer and for which an SA&A is required by the prospective EITSS PWS Program Management & Integration contractor? No contractor systems appear to be required in the EITSS PWS Program Management & Integration. no, and it will be removed

43 H8 Vulnerability Management

Is this required by the prospective EITSS PWS Program Management & Integration contractor? This requirement is not mentioned in the EITSS PWS Program Management & Integration. no, and it will be removed

44 H8 Patching and Vulnerability Remediation

Is this required by the prospective EITSS PWS Program Management & Integration contractor? This requirement is not mentioned in the EITSS PWS Program Management & Integration. no, and it will be removed

45 H.9.1 DOT FedRamp Privacy and Security Requirements

Is this required by the prospective EITSS PWS Program Management & Integration contractor? This requirement is not mentioned in the EITSS PWS Program Management & Integration. no, and it will be removed

46 H.9.3 Security Assessment and Authorization (SA&A) Process

Is this required by the prospective EITSS PWS Program Management & Integration contractor? This requirement is not mentioned in the EITSS PWS Program Management & Integration. no, and it will be removed

47 H.9.4 Reporting and Continuous Monitoring

Is this required by the prospective EITSS PWS Program Management & Integration contractor? This requirement is not mentioned in the EITSS PWS Program Management & Integration. no, and it will be removed

48 H14.3

Information Technology Application (Solution) Design, Development, or Support

Is this required by the prospective EITSS PWS Program Management & Integration contractor? This requirement is not mentioned in the EITSS PWS Program Management & Integration. no, and it will be removed

49 L.2 Who May Propose 1) Small Business Set Aside

This section indicates that attachment J-1 is specifically targeted for the small business community. The FedBizOps notice indicates that any small business may propose, yet the first qualifying factor in L.13 indicates a Size requirement of having experience managing 50+ contractor staff on one IT support contract, thus limiting competition to those small business concerns who might opt to submit a proposal.

What is the government’s rationale for the size requirement in L.13 which seemingly limits competition and the ability for a prospective, otherwise highly-qualified contractor to pass Phase 1 with a submitted proposal?

The Government has updated the corporate experience criteria based on the collective feedback received.

50 L.2 Who May Propose 1) Small Business Set Aside

What is the Government's explicit definition of "having experience managing 50+ contractor staff?" That the Offeror can provide experience managing 50 or more contractor staff.

51 L.10 Proposal Structure What is the Technical proposal page limit? The first paragraph indicates 70 pages and Table L.10 indicates 64 pages. 70 is correct; references to 64 were removed

52 L.13 Phase 1 - Tab B: CORPORATE VOLUME - Corporate Experience

1) Size

• Environment Managed – Contract example must show experience managing 50+ contractor staff on one (1) IT support contract.

How does the governement define the 50 + contract staff?

Would the governemnet consider changing this requirement to "experience managing 35+ contract staff on one (1) IT support contract" for small business? The requriement is based on the number of staff required on day 1.

53 PWS 7.3.1.5 Inventor

7.3.1.5 The Contractor shall perform a “Wall-To-Wall” Physical Inventory Audit, in accordance with the current DOT policy, annually including, but not limited to:

7.3.1.5.1 Provide inventory of all in-scope assets (both on and off the network);

7.3.1.5.2 Assets in field service locations if applicable; and 7.3.1.5.3 Explanations/root cause analysis where 100 percent of the physical inventory cannot be performed.

This implies travel to all 200 physical DOT locations. Is this the government’s intent?

The statement has been edited to state: The Contractor shall perform (at the request of the government) an Inventory Audit to remove "wall to wall".

54 PWS 7.6.1.18 - 7.6.1.31

Is it possible 7.6.1.18 through 7.6.1.31 are either exact duplicates, or very, very similar to 7.6.1.2 through 7.6.1.15? This section was updated to remove duplications

55 PWS 7.6.3 Were all sub-elements meant to be labeled 7.6.4.X? The numbering has been fixed in the PWS 56 PWS 7.1.3, Page 35 Deliverables Table , “Revision to the Transition Plan” Is this a this is a repeat of an item on page 34. Yes and has been removed 57 PWS 7.1.5, Page 36 Deliverables Table “Communication Plan” Should this be for J-1? Seems more appropriate for J-2, J-3. yes J-1 is correct 58 PWS 7.1.6, Page 37 Are there missing name and timing/periods? It was a duplicate and has been removed 59 PWS 3B, Page 47 Service Level Agreements Target Service Level Objective: “6 calendar weeks (i.e. 28 calendar days)”. Six calendar weeks? OR 28 calendar days? This has been corrected to six calendar weeks 60 PWS 6A, Page 50 Reporting Frequency “commence at start of Option Period 1” Did you mean "start of base period"? Yes and has been updated

61 PWS 1A, Page 50 SLA 1A Process and Integration Support, 7.1 Change Management

Should this task area and corresponding SLA apply to J-2 or J-3 instead of J-1?

Applies to applying application changes, deciding to back-out if something goes wrong, etc.

The reference to "1.1.1.1. The Contractor shall apply application changes and change back outs in a timely manner in accordance with SLAs" has been removed

62 PWS 3C, Page 53 Disincentive Task 3 Should this be Task 1?

Sub Task has been added to the SLA-4 on page 53; its Subtask 6.5: Independent Verification and Validation (IV&V) Testing Services

63 PWS 6A, Page 54 Reporting Frequency “commence at start of Option Period 1” Did you mean "start of base period"? Yes and has been updated

64 L.13 Page 75 Corporate Experience "The Offerror shall provide (3) Corporate Experience references…"

In Section M.3.1 it states "the Offeror's Coporatet Experience submission will be evaluated based on the 5 (five) references demonstrating…." Can you please clarify the number of references allowed. this has been corrected to 3 references

65 PWS .1.6.2.2 GFE Dashboard "Configure, operate, and maintain the GFE service level dashboard." Does the GFE service level dashboard already exist or does it have to be built?

The current SLA monitoring and reporting tool used is Remedy, and the Dashboard referenced today is a PowerPoint. The Government will consider all recommendations provided by the contractor for service improvements.

66 PWS 7.2.2.1.11 Knowledge Base Library

"Manage the knowledge base library containing knowledge articles (quick instructions) by loading knowledge articles following the review of submitted documents by Subject Matter Experts for order, clarity, conciseness, style, and terminology." Is there a tool already being used for the Knowledge Based Library and if so, what?

Remedy is used for this purpose today. The following text has been added to the PWS: "as part of the Service Management System"

67 PWS 7.3.1.6 Inventory Data

The Contractor shall supply inventory data in a Government-hosted, commercially-available, searchable, relational database for ease of review, validation, and analysis. Inventory data is to be provided to the COR and Asset Manager on a biweekly basis to assist with ordering new assets for non-capital assets to include laptops, desktops, tablets, monitors, and peripherals, and other IT devices kept and stored at the DOT facility including the DOT warehouse. How is this different than what is stored in Remedy as stated in 7.3.1.1?

the following text has been added: Data from the Service Management System should support this effort.

However, today we do not rely fully on Remedy data because the data isn't 100% accurate.

68 PWS 7.3.2.1 Software Asset Management

The Contractor shall track, monitor, and document inventory of Government-furnished enterprise, infrastructure and end user software dynamically as software is deployed into the Common Operating Environment (COE).

Does the Government provide a tool for tracking software assets or is the tool up to the Contractor’s discretion? the Service Management System, Remedy today, is to be used.

69 PWS 7.5.2 Product and Service Catalog

The Contractor shall assist DOT with the development of a Product and Service Catalog. The work will include the operation, maintenance, configuring and supporting of the Product/Service Catalog and any successor system. The Product and Service Catalog shall utilize the GFE SMS as the front-end portal.

Can you clarify "assist"? And then further requirements state "implement"? So, is the Product and Service Catalog Support effort a "project", meaning having a start and end, thus temporary project resources where eventually some resources will stay on to support the end solution?

The intent is for the vendor to develop a Service Catalog then provide O&M services. The Catalog needs to be transitioned to a dynamic catalog which allows customers to order all services online. Today, some services can be ordered through the Remedy Service Request Module (SRM), but this is extremely limited and needs to be expanded.

70 PWS 7.6.2.3 Configuration Management The Contractor shall operate, configure and administer a GFE automated tool designed to support configuration management.

What is the GFE automated tool? In 7.6.2.8, it states "The Contractor shall select, install, and maintain configuration management tools." Are you stating that the Contractor will select the automated tool that will become GFE? no; they can recommend. Select has been changed to "recommend"

71 PWS Staffing Would the DOT identify how many of the SB positions are onsite and how many are offsite? For the purposes of the Pricing, all positions will be on site to start.

72 RFP L.10, page 69 Technical Proposal Page Limit "The Technical proposal shall not exceed 70 pages."

RFP Section L.10, paragraph one states "The Technical proposal shall not exceed 70 pages." However, the table on page 72 lists page counts by section that only total 64 pages. As the Key Personnel Resumes are noted as being excluded from page limitations, please clarify where the extra six pages are to be allocated. This has been updated to 70 pages

73 RFP L.15. 1, page 81 Phase 3 – Tab E: BUSINESS VOLUME "Note: The subcontractor shall complete the Subcontractor Checklist (Attachment J-

38) in anticipation of entering into a subcontract arrangement."

The RFP indicates that the "subcontractor shall complete the Subcontractor Checklist Attachment J-38", however the information contain herein is for the Subcontracting Plan, which is relevant to the Prime Contractor and contains sensitive information relevant to the Prime Contractor. This document also specified the Small Business goals for OST, however the EITSS - PM/IS is a Small Business set-aside. Please clarify: a) Does this Subcontracting plan still applies to the Small Business solicitation; b) If it does apply, please confirm that is the Prime Contractor who needs to fill and signed Attachment J-38.

The Small Business Subcontracting Plan is required for the Unrestricted Portion of this requirement and should be submitted by Large Business Prime Company.

74 PWS 7.6.1, page 22-23 Change Management CRQ and RFC

The acronym CRQ is used in this section but is missing in Attachment J-4. The only close reference is CR=Change Request. The acronym RFC is also use which is described in J-4 as Request for Change. Could the Government please clarify: a) That CRQ is the same as CR; b) if a is correct, that RFC and CQR are use interchangable and means the same. yes they are the same.

75 SF33 The SF 33 Section A Page appears to be missing. Would you please supply that document? the government will provide

76 RFTP L.13, Page 73 Corporate Volume

The Offeror shall provide three (3) Corporate Experience references for contracts within the past five (5) years.

• A minimum of one (1) reference must individually meet the criteria for size, scope and complexity defined above.

• A minimum of two (2) must be performed by the Offeror as the Prime on the cited work.

• A minimum of one (1) reference shall be for US Federal Government customers.

• All contract examples must have been performed within the last 5 years (from issuance of the solicitation).

Would the Government consider a Corporate Experience submitted where the offeror meets all requirements of size, relevancy, capability, customer, etc., but may have fulfilled the requirements as a subcontractor? Yes the Government would consider this.

77 Attachment J-1 section 7.1.1.16

SUB-TASK 1.1: TASK ORDER

MANAGEMENT SUB-TASK 1.1: TASK ORDER MANAGEMENT

We assume Attachment J-1 section 7.1.1.16 relates to the PM/IS SB contractor ensuring all of their necessary personnel and non-personnel considerations start on the first day of the Task Order Transition in period. Meaning, the PM/IS SB contractor is not responsible for ensuring all the incoming or outgoing contractor personnel are in place per the accepted Transition plan. If this assumption is incorrect, please advise. This is related to reporting only

78 J-1 Section 6.1 Key Personnel Integrations Support Manager (Process Integration) - Lead

The Business and Process Integration - Lead description from J-37 appears to apply to the Integrations Support Manager (Process Integration) - Lead Key Personnel position in J-1. If this is incorrect, will the government please provide an updated labor category description for the Integrations Support Manager (Process Integration) - Lead Key Personnel position description in J-37? Personnel was changed on J-1 to match Attachment J-37

J-37_- _EITSS_Pricing_Proposal_Template Labor Categories Program Manager - Senior

The requirement states "At least 5 years of proven experience managing a program with at least 100 personnel delivering Enterprise Operations Infrastructure Support Services to at least 15,000 end users across 200 locations" For the small business set-aside contractor bidding on the J-1 PWS, will the government revise this requirement to match the SMALL_BUSINESS_RFP__FINAL-MOD2 size, scope and complexity requirements (i.e. 1) Size experience managing 50+ contractor staff on one (1) IT support contract; 2) Scope providing services as required in Attachment J- 1 in an Enterprise Information Technology (IT) environment; 3) Complexity experience in an Enterprise Information Technology (IT) environment delivered to multiple locations)?

The Government has updated the Labor Descriptions in J-37 to reflect the requirements for the Program Manager for the Small Business RFP to ensure it matches the requirement for the small business RFP. The Unrestricted RFP has a different labor description for the program manager role (PM-Senior)

J-37_- _EITSS_Pricing_Proposal_Template PgMGT_Int Support _ Small Bus On-site and off-site hourly rate for each labor category for the Base Period

Place of performance is listed as Washington, DC Metro area and DOT locations throughout the US. Please provide guidance on what place of performance we should use for rates in J-37. Are we expected to provide rates that will be used across all DOT locations listed in J-7?

Washington DC has been added to the Pricing Sheet (Attachment j-37) Instructions tab

J-37_- _EITSS_Pricing_Proposal_Template PgMGT_Int Support _ Small Bus On-site and off-site hourly rate for each labor category for the Base Period

To ensure consistency across proposed pricing from all offerors, please specify the location offerors should consider when completing J-37. We assume since the majority of the work is to be completed at DOT HQ, that the offeror shall provide onsite/offsite rates for the DC metro area. Is this correct?

Washington DC has been added to the Pricing Sheet (Attachment j-37) Instructions tab

82 L. 14.1.2 SUB FACTOR 1

The Offeror shall describe:

• Their technical capabilities and concept of operations

We assume the Concept of Operations (CONOPs) should be a detailed technical approach for Att. J-1 task areas. If this assumption is incorrect, will the government please clarify what is expected in this section?

"Demonstrated understanding of the scope of work and high level of expertise" has been added to the RFPs

83 L. 14.1.3 SUB FACTOR 2: Program Management Milestone schedule of Transition In activities (2-page limit)

For the milestone chart/schedule in TAB C: Technical Volume Section 2: Program Management, please confirm that milestones are limited to the initial transition in period after contract (i.e. not task order) award to the Task 1 Small Business awardee. yes

84 L. 14.1.3 SUB FACTOR 2: Program Management Transition In Schedule What is the anticipated timeframe for the initial Small Business contract transition-in period? three months

85 L.10 PROPOSAL STRUCTURE TAB C: Technical Volume Section 2

It is unclear if the 20 page limit is reserved exclusively for the Organizational Structure and Transition with Milestone Schedule, and Staffing Plan. Please confirm that the total page limit for TAB C: Technical Volume Section 2: Program Management is 20 pages which includes a limit of 4 pages each for the draft plans for Quality Management, Risk Management, and Service Management. No, 20 pages plus 4 for each of the Plans; the Table has been clarified

86 L.15. 1 Phase 3 – Tab E: BUSINESS VOLUME On-site and off-site hourly rate for each labor category for the Base Period

In Att. J-1 Sect. 4, it states "The work is to be performed at Government site(s) in the Washington, D.C Metropolitan Area, and other DOT location throughout the United States as specified on the Task Order(s)" Please provide guidance on what place of performance we should use for rates in J-37. Are we to price onsite/offsite for the DC metro area only?

Washington DC has been added to the Pricing Sheet (Attachment j-37) Instructions tab; Removed any off site references as well

87 Unrestricted RFP F.3 Place of delivery

We assume that all in scope services, can be delivered from DOT locations. If not please clarify they services that DOT expects to be delivered out of contractor locations All services will be provided from DOT locations to start.

Attachment_J-2- _End_User_Operations_PWS 4 Period and Place of Performance

We assume the Service Desk services will be delivered from DOT headquarter/facility and that the required infrastructure (Toll Free Number, Telephony, Network & Contact Center Platform) will be made available by DOT.

Please confirm if this understanding is correct. Yes this is correct.

Attachment_J-2- _End_User_Operations_PWS 8.1 Service Desk / Incident Management Support

Please confirm monthly contacts to be considered for the solution. As per J-5 it is 11,890 contacts per month but as per J-30 it is 13,500 incoming messages per month. This has been corrected in Attachment J-5.

Attachment_J-2- _End_User_Operations_PWS 8.1 Service Desk / Incident Management Support Please share channel wise contact split for service desk contacts It has been added to Attachment J-5 as an additional category

Attachment_J-2- _End_User_Operations_PWS 9.1 Deskside Support

Please provide location wise end user and assets details Number of end users - Number of desktop - Number of laptop - Number of printer - Number of scanner - Number of A/V devices - Number of IP phone- Attachment J-5 was updated to include the information requested

Attachment_J-2- _End_User_Operations_PWS 9.1 Deskside Support (EITSS_Response_Part_1)

Please provide details of 10 field site locations where onsite support is being provided currently

Please refer to Attachment J-7 which contains 23 field sites and provides specifics on # of tech support at the locations.

Attachment_J-2- _End_User_Operations_PWS 9.1 Deskside Support (EITSS_Response_Part_1)

Please share current desktop support team (Tier 2) size providing support at 10 field site locations

Please refer to Attachment J-7 which contains 23 field sites and provides specifics on # of tech support at the locations.

ATTACHMENT_J-3-

_Infrastructure_Operations_PWS 7.5.3.21 Data Center Operations and Administration

Please provide additional details for Directory Services (Active Directory) Number of Sites:

Number of Domain Controllers:

Forest functional level:

Domain functional level:

Location wise Domain Controllers:

Number of AD objects:

Number of Sites: Approximately 200 Number of Domain Controllers: Approximately 200 Number of AD objects: Approximately 178,000 Total AD objects The location of DCs, domain and forest functional levels will be provided during transition. This information is sensitive and cannot be shared at this time.

ATTACHMENT_J-3-

_Infrastructure_Operations_PWS 7.2.3.1 Endpoint Image Build Support

Does endpoint software images refers to Application Packaging of the standard software? If Yes,

1. How many application packaging requests are expected every month?

2. Are there any SLA associated with the task? The "Task Service Level Agreements" section does not contains details specific to this task

3. What tool is currently used for application packaging? (Ex: Admin Studio Install shield)

No, the endpoint software image is the core workstation image which is deployed to new workstations. Application packaging refers to pushing applications out to existing workstations. We release approximately 5-7 packages a week total across environments. SLAs are draft and will be finalized at transition.

ATTACHMENT_J-3-

_Infrastructure_Operations_PWS 7.2.3.1 Endpoint Image Build Support

1. How many unique images are expected to be maintained/updated and what is the frequency?

2. Is Uniqueness of endpoint images defined based on software list or settings & customization?

We have 3 images, but only update the most recent one (which is Windows 10). The other 2 are maintained as backups just in case we have to roll back to a previous version.

97 J-26_-_Current_and_Future_Projects 16-011 / Current Projects (16-011) Windows 10 64-Bit COE Deployment

1. As the project end date is beginning of this year 2018, Please specify the current status if all the Windows 7 and Windows 8.1 devices are upgraded to Windows 10 Image

2. Please share the updated device count by OS, warranty details and region\site breakup

The device count is provided in Attachment J-7; The Windows 10 project is moving along and exact numbers can be provided at the time of Transition.

J-20_- _Databases_Supported_by_Data_Cente r Supported Database List Database

List of database servers shared is only Oracle & SQL.

- Please confirm if this is full list of Database technologies to be supported. If not, share all other Database technologies to be supported along with respective volumes

- Please advise plan for EOL databases (e.g. SQL 2008) We only support Oracle and SQL.

J-20_- _Databases_Supported_by_Data_Cente r Supported Database List Database

Please confirm the following database server inventory. Also, clarify if the Oracle cluster is RAC or VERITAS:

- SQL Clusters: 3 (one 3 node and two 2 node clusters)

- SQL Standalone: 9 servers

- Oracle Cluster: 1 (2 nodes)

- Oracle Standalone: 1 server

Please share instance/database count for each DBMS (Oracle & SQL) The database inventory is accurate, but changes slightly as additional capacity is added. Oracle cluster is RAC.

J-21_- _Infrastructure_Servers_Inventory Application & Webservers Middleware

Please confirm the below Middleware server/instance counts:

Application Servers: 144 Webservers: 15

These numbers are generally correct, but vary as capacity is added or decreased.

New counts can be provided during Transition in.

J-21_- _Infrastructure_Servers_Inventory Application & Webservers Middleware

Please share OEM name & details for middleware component (application & web servers)

See attachment J-12 - Hosting Software and Vendor Support. This attachment includes the middleware that we currently use.

J-5_- _Historical_Metrics_and_Monthly_Sna pshot Web development and administration Middleware document says "4 hours per week" for web development and administration

- Does this 4 hour include all work volume serviced for Middleware technologies?

This information was confusing and has been removed. Updated ticket metrics are in attachment J-5_-_Historical_Metrics_and_Monthly_Snapshot. These ticket metrics are for the COE support teams. Middleware tickets are included in the server engineering ticket counts.

J-5_- _Historical_Metrics_and_Monthly_Sna pshot

Database development and administration Database

Document says "50 hours per week" for database development and administration

- Does this 50 hour include all work volume serviced for Database technologies?

This information was confusing and has been removed. Updated ticket metrics are in attachment J-5_-_Historical_Metrics_and_Monthly_Snapshot. These ticket metrics are for the COE support teams. Database tickets are included in the server engineering ticket counts.

J-5_- _Historical_Metrics_and_Monthly_Sna pshot Database & Middleware

Please share work volume (average monthly count of incidents, service requests, changes, problem etc.) for Database and Middleware support

Ticket metrics fluctuate due to IT consolidation that is ongoing. Current ticket metrics can be provided at transition.

J-12_- _Infrastructure_Software_and_Vendor_ Support

SolarWinds Service & Application Monitor Database & Middleware

Is SolarWinds used to monitor all in-scope Database & Middleware events and integrated with Remedy for auto-ticketing?

If not, please share the tool used and clarify if it is integrated with Remedy

SolarWinds is used for monitoring, but auto-ticketing is not enabled at this time.

Our EOC…