J-2_DOT_EITSS_-_End_User_Operations_PWS_FINAL-12-12-2018.pdf

U.S. Department Transportation Office of the Chief Information Officer

Office of Information Technology Shared Services

Enterprise Information Technology

Shared Services

(EITSS)

Performance Work Statement

End User Support

Table of Contents

Table of Contents Table of Contents

1. Background

2. OCIO End User Operations Overview

3. Scope and Scale

4. Period and Place of Performance

5. Operating Hours

6. Personnel

6.1. Key Personnel

7. Tasks

7.1. Tasks 1: Tier 0 Support

7.1.1. SUB-TASK: CUSTOMER SERVICE PORTAL (CSP)

7.1.2. SUB-TASK: SELF-SERVICES SUPPORT

7.1.3. SUB-TASK: KNOWLEDGE MANAGEMENT SUPPORT

7.2. Task 2: Tier 1 Support

7.2.1. SUB-TASK: SERVICE DESK/INCIDENT MANAGEMENT SUPPORT

7.2.2. SUB-TASK: TELEPHONE OPERATIONS (TOPS) ADMINISTRATION

7.2.3. SUB-TASK: OPERATOR AND DIRECTORY SUPPORT SERVICES

7.3. Tasks 3: Tier 2 Support

7.3.1. SUB-TASK: DESKSIDE SUPPORT

7.3.2. SUB-TASK: INSTALL, MOVE, ADD, CHANGE (IMAC)

7.3.3. SUB-TASK: FIELD SUPPORT SERVICES

8. Deliverables

8.1. Task 1: Tier 0

8.2. Task 2: Tier 1

8.3. Task 3: Tier 2

9. Service Level Agreements

OPS-1: Tier 1-Speed to Answer

OPS-2: Tier 1-Abandonment Rate

OPS-3: Tier 1-User Account Management

OPS-4: Tier 1-First Contact

OPS-5: Tier 1-Average Number of Contacts per Incident

OPS-6: Tier 1-Incident Resolution

OPS-7: Tier 1-Percentage of Request Types Supported by Tier 0

OPS-8: Mean Time to Identify and Deliver Root Cause for a Problem

OPS-9: Desktop Install, Move, Add, Change (IMAC)

OPS-10: Asset Management

OPS-11: Deliverable Quality and Timeliness

OPS-12: Mean Time to Apply Fix for a Problem

OPS-13: Re-Opened Tickets

1. Background The U.S. Department of Transportation (DOT) is the United States Government's principal agency for transportation of all Americans and providing essential transportation safety services. The mission of

DOT is to serve the United States by ensuring a fast, safe, efficient, accessible and convenient transportation system that meets our vital national interests and enhances the quality of life of the

American people, today and into the future. Integral to these responsibilities is the open sharing of information that is sensitive to the Department and national security. DOT faces the challenge of providing important services and products to the American people while simultaneously reducing costs and protecting sensitive information.

The DOT Office of the Chief Information Officer (OCIO) supports the DOT mission by leading the development and implementation of enterprise information technology (IT) infrastructure across DOT.

The OCIO is responsible for providing a reliable, cost effective, scalable, secure, and flexible enterprise computing platform that supports and enhances customer IT needs and capabilities from requirements gathering through design, development, testing, and implementation.

The OCIO has recently launched DestinationsDIGITAL to modernize technology and improve security to better support its mission. DestinationsDIGITAL works to unify DOT as an IT organization, focused on where DOT is headed, and enables a digital revolution for Transportation. The initiative focuses on three priorities: Technology solutions that accelerate the DOT mission, leveraging security to innovate for the digital revolution, and accountability for results with complete transparency. As such the

DestinationsDIGITAL aims to reduce duplicative software products, eliminate hardware (e.g. servers, networking equipment, storage devices, etc.), consolidate similar IT systems, and rationalize similar support and development contracts to gain efficiencies throughout DOT.

OCIO currently manages several IT support services contract(s) used by several DOT Operating

Administrations and the OCIO. To ensure the continuity and availability of the critical IT services that are provided to DOT customers, OCIO is executing this solicitation, known as the Enterprise Information

Technology Shared Services (EITSS) contract, to enable DOT to award a performance-based follow-on contract that will service all of DOT, centrally through the OCIO. OCIO will work in tandem with assigned TO Contracting Officers (CO), Contracting Officer’s Representatives (COR) and Government technical monitors to achieve DOT’s enterprise goals and objectives. If Task Orders are not issued by the

OCIO, they must be approved by the OCIO to ensure DOT is maximizing its business solutions and planning for continued growth and success of IT Enterprise services at DOT.

The EITSS contract will facilitate the OCIO as it moves forward in executing the work requirements of the COE and Operating Administrations, provide visibility and transparency into provider performance, and lead the alignment of services to OCIO’s vision, organizational structure, personnel skills, and mission requirements. Under the EITSS contract, OCIO is re-structuring its contracting approach and moving towards a performance-based environment for all of DOT. The EITSS contract includes the following Performance Work Statements (PWS):

1) Program Management and Integration Support (Attachment J-1),

2) End User Support (Attachment J-2),

3) Infrastructure Operations (Attachment J-3).

Multiple Task Orders representative of the scope described in the three PWS’s are anticipated to be issued during the contract’s lifecycle to provide support for DOT.

This document is the End User Support Performance Work Statement (PWS), and includes work required to operate and maintain the End User Support services provided by the OCIO to the DOT user community. The work performed in this PWS will be monitored and reported by the awardee of the

Program Management and Integration Support PWS (Attachment J-1) to provide DOT an impartial evaluation of the End User Support services performed by the Contractor.

2. OCIO End User Operations Overview This Performance Work Statement (PWS) establishes the requirements for End User Operations to support services that are provided by the OCIO to the Common Operating Environment users. Today, the COE provides end user support through several contract vehicles, but the intent is to integrate services into one comprehensive team that provides end-to-end service delivery, increases the resources available to perform job functions across the DOT enterprise, and removes single points of failures. As DOT moves to one service provider delivering end user services, it anticipates reducing delivery time, optimizing efficiencies and improving processes across multiple teams to increase customer satisfaction.

The Contractor shall provide skilled and trained personnel to provide leadership and all tasks as described in the following End User Service tasks:

• Tier 0 Services (Customer Service Portal, Self-Service Portal and Knowledge Management)

• Tier 1 Services (Service Desk, Incident Management, Customer Service Operations, Directory

Database Administration, Conference Call Services, Telephone Service Request) and

• Tier 2 Services (Deskside Support, Installs, Moves, Adds and Changes, Wireless/Cellular Support, Refresh, Remote Access and Field Support).

Tier 0. DOT is requiring the Contractor to develop and maintain Tier 0 services through the use of DOT’s existing Service Management System utilizing knowledge management strategies and articles, processes, and etc. The Contractor shall also utilize Tier 0 support to provide DOT staff with information where users can quickly and independently answer technical questions. Tier 0 support services should be based on trends and analysis of data from Tier 1, 2 and 3 service inquiries which will be fully available to the

Contractor at Transition-In to develop and implement Tier 0 services during the base year of the contract.

Today, Tier 0 services are limited to a password Reset Tool used by staff.

Tier 1. DOT is requiring the Contractor to operate and maintain Tier 1 services for the Service Center to the DOT user community 24/7/365 through the use of DOT’s existing Service Management System that includes end-to-end ticket management of all incidents and events. Service Levels are based on the priority and customer levels. The Contractor shall also utilize Tier 1 support to provide DOT staff with first contact resolution of the Service Desk and escalations with minimum abandon calls. Tier 1 support services should be based on trends and analysis of data from Tier 2 and 3 service inquiries which will be fully available to the Contractor at Transition-In to operate and maintain Tier 1 services during the base year of the contract and beyond. These services also include operating and maintaining services for the

Operators and Directory Assistance to the DOT user community. This is a 7am-7pm operation and

Service Levels are based on the speed to answer and escalations. The Contractor shall also utilize

Customer Service Representatives as operate and maintain the telephony service request and database administration as well as the conferencing planning and coordination.

Tier 2. DOT is requiring the Contractor to operate and maintain Tier 2 Desktop Support services to the

DOT user community 7am-7pm through the use of DOT’s existing Service Management System that includes ticket management of all incidents. Service Levels are based on the priority and customer levels.

Tier 2 services includes customer support for all end user devices. This includes the lifecycle of laptops, desktops as well as wireless equipment and all peripherals for both Headquarters and field locations. This consist of approximately 200 locations within in the continental United States with HQ and Field management stationed at the HQ location. Sizes in office staff and support varies (See Attachment J-7

DOT Locations).

The Government requires the Contractor to use GFE software and tools (Network Software Attachment J-8 and Hosting Software Attachment J-12) to perform tasks described in both the End User Operations PWS

(Attachment J-2) and Infrastructure Operations PWS (Attachment J-3) to include its Service Management

Systems, currently provided by Remedy. The Government strives to maintain industry standards by staying abreast of the latest technology through available products and services in the environment. If these software and tools are replaced and/or changed (per the reference attachments), the Contractor will be required to update, maintain, and enhance the new tool(s) as part of their ongoing support for operations and maintenance within the OCIO environment. The Government does not intend to be responsible for training the Contractor systems or tools.

In performance of these services, the Contractor shall:

Provide end-to-end, lifecycle support for all current and future production systems (all devices connected to the network) in operation today and in the future and supported by OCIO.

Provide a qualified Help Desk Institute (HDI) certified workforce capable of performing the required tasks under this contract to ensure the effective management and administration of all work activities. This includes ensuring that all work activities are performed in a timely and cost-effective manner while maintaining the highest quality of performance. (See Attachment J-5 -

Historical Metrics and Monthly Snapshot).

Provide a call center with a service desk site, including all associated systems with carrier and electrical grid diversity as specified in the Task Order. This service desk site must be capable of supporting the entire call volume, and must maintain the ability to fail over to another remote location in the event of an unplanned disaster or emergency. (See Attachment J-7: DOT Service

Locations)

Support three (3) customer tiers for Service Desk and deskside support: Silver (Standard users), Gold (VIP/Premium users), and Platinum (Non-Career users).

Deploy and maintain Government-furnished end user hardware and software to end users located at DOT locations and senior DOT executive (e.g., Secretary) residence(s) as listed in

Attachment J-7: DOT Service Locations according to Attachment J-36: Service Levels.

Develop, maintain, and update a Contractor-furnished Tier 0 Self-Help solution for end users. The solution shall be web-based and shall feature various tools to assist users in solving their technical issues without service desk or Deskside Support interaction.

Utilize and support the Government-furnished equipment (GFE) Knowledge Management System to improve service management.

Diagnose incidents and problems using remote management capabilities, and when possible, implement corrective actions to resolve the incident or problem.

Utilize and support the GFE Service Management System (SMS), currently Remedy, and any successor system. This will include any related software and hardware or cloud based system(s).

Lead and support asset management lifecycle processes for overseeing the provisioning, configuration, support, maintenance, upgrade, refresh and end-of-life for hardware and software— regardless of ownership based on historical metrics and future projects (See Attachment J-5 -

Historical Metrics and Monthly Snapshot). These processes should be tracked, monitored and reported on through integration with other support processes.

Utilize and support the GFE Monitoring system (currently SolarWinds and SCCM) and any successor system.

Provide technical assistance to DOT in defining core software image package specifications for desktops, laptops, servers, and other in-scope devices.

Gather Install, Move, Add, Change (IMAC) requirements, secure authorization, log the request in the Service Management System, and perform IMAC fulfillment.

The Government is seeking support from a highly-qualified IT operations service provider who has the capabilities, processes, and a proven record of providing innovative and practical end-to-end IT operations services to Government organizations similar in size, scale, and complexity to DOT. The critical objective is to quickly develop cost-effective and flexible solutions that securely meet customer needs while effectively integrating into the agreed-upon IT operations. Services will be implemented using equipment approved by and primarily furnished by the Government.

3. Scope and Scale

This PWS sets forth the requirements and responsibilities with respect to End User Operations with the following high-level Service objectives which DOT expects to achieve:

1. Provide Management Services with features and functions that meet End User needs and meet DOT business requirements based on current and future requirements. Scope described in J-3

Infrastructure Operations PWS Task 1 will provide the programmatic support and oversight for J-2

End User Support PWS.

2. Be responsive to end-user needs on an ongoing basis through:

a. An effective Help Desk assistance methodology for all Tier I, II, and III support within the

DOT (See Attachment J-5 – Historical Metrics and Monthly Snapshot). Note: Tier III is listed in detail in Attachment J-3 Infrastructure Operations PWS.

b. An effective Customer Relationship Management process that provides liaison functions between the contractor and DOT government representatives at the OST and Operating

Administration levels.

3. Design and implement standardized support processes and procedures to support end-users that align to DOT business requirements, architecture standards, security requirements, and relevant Service

Level agreements.

4. Provide integrated services aligned with an IT Service (ITIL or similar) framework or methodology, including:

a. Pro-active planning to mitigate end-user service interruptions or outages;

b. Infrastructure transparency through monitoring, reporting and end-user access/visibility; and

c. High degree of coordination and communication across service towers, vendors and the DOT user community.

5. Achieve Operational Maturity through:

a. Integration across DOT and with third party vendors to support end-to-end tracking and management of End-User services;

b. Quality assurance and continuous improvement programs across all IT service management towers;

c. Situational awareness in proactively identifying and reducing risk; and

d. Planned flexibility and accommodation for end-user support count fluctuation.

e. Support for DOT’s IT governance and planning processes and methods including IT strategic planning, enterprise architecture, capital planning, IT security, program management, and workforce management.

6. Reduce Total Cost of Ownership (TCO) through:

a. Bundled “Lifecycle” TCO costs, including support;

b. Transparency into costs and cost drivers; and

c. Accurate asset accounting and billing.

7. Increase Value of IT to the Business as demonstrated through:

a. Incentives and Disincentives linked to vendor performance;

b. High stakeholder and end-user satisfaction; and

c. Increased service availability and proactive planning.

8. Achieve the Service Levels as specified in PWS.

9. Ensure that services are aligned with DOT’s Strategic IT Plans and the current and target architecture at the enterprise, segment, and solution levels.

10. Promote new Service offerings to end users through the integration of voice, data, and video capabilities and the use of new technologies as approved through DOT architecture, security and change management processes.

4. Period and Place of Performance The Period of Performance (POP) includes a two-year base period and five one- year option periods for a total of 84 months from the date of award. The POP is:

• TBD

Work shall be performed at the DOT headquarters facility, local Contractor provided facilities within the Washington DC metropolitan area, field site locations, including disaster recovery and/or continuity of operations locations as specified at the Task Order level. DOT sites are provided in Attachment J-7 -- DOT Service Locations.

5. Operating Hours The following are the operating hours for the various tasks within scope of this contract. For services with limited operating hours (less than 24x7x365) additional after-hours and weekend work may be required

(e.g., for maintenance windows or emergency work.):

Enterprise Operations Center (EOC), Call Center and Service Desk: 24x7x365

Deskside Support: Monday through Friday 7:00 AM – 7:00 PM EST

End User Services: Monday through Friday 7:00 AM – 7:00 PM EST

Task orders may provide additional details on operation hours.

6. Personnel The Contractor shall provide the skilled personnel, including all management and supervisory staff, required for the effective and efficient performance of this PWS. The following is expected of the

Contractor as it relates to the personnel:

• The Contract Program Manager shall be an employee of the Prime Contractor and will oversee both the work as described in the End User and Infrastructure PWS

(Attachments J-2 and J-3).

• The Contractor shall supply qualified, cleared, and trained personnel to staff this contract.

• The Contractor shall provide security-cleared personnel who have the necessary technical, project management, and administrative expertise to support the assessment, planning, and execution of the projects.

• The Contractor shall provide annual training to personnel assigned to this contract to ensure that their technical skills and knowledge of equipment, systems and applications remain current and up-to-date, to include, but not be limited to, new releases of products and applications.

• The Contractor shall track DOT required training (e.g. security and records management training), ensure mandatory policies are followed and wherever possible, and complete all training requirements at least three (3) business days prior to the deadline.

• The Contractor shall ensure hours/cost are billed to the respective cost centers and/or functional task.

The DOT reserves the right to review resumes of all personnel assigned to this contract and the results of the background investigations conducted by the Contractor. If the Government does not believe that the quality of performance meets performance standards stated in the contract, or is not in line with the requirement(s) of any resultant task order, the Contracting Officer will notify the Contractor in writing. The

Contractor shall notify DOT of its remediation plan for performance and/or conduct issues within 2 business days. The remediation plan must include a time period (not to exceed 30 days) by which the performance concerns will be mitigated. The Department reserves the right to withhold invoice payments due to contractor performance issues. If after 30 days, the Contractor’s performance has not improved, DOT requires the Contractor to provide qualified personnel consistent with the contract for the effective and efficient performance of this contract. In circumstances where the Contractor may pose a threat or security concern, DOT has the right to require the immediate removal of Contractor personnel by communicating with the Contracting Officer and Contract Program Manager and/or Operations Manager. This clause is independent of, does not replace, and does not supersede any clause(s) within the contract that allows the

Government to terminate this contract for default or any other reason.

6.1. Key Personnel

The Contractor shall provide resumes for the key personnel to be approved by the Government prior to beginning the onboarding process at DOT throughout the contract for all task orders.

The following key personnel positions are anticipated to provide support and oversight for task orders that follow the scope as described in both Attachment J-2 End User Support PWS and Attachment J-3

Infrastructure Operations PWS in the areas of program management support and transition (Attachment J-

43) of the Contractor into the DOT environment.

• Program Manager - Senior

• Transition Manager

• Quality Assurance Specialist - Senior

• Enterprise Operations Manager

Task orders will provide specific labor categories for key personnel as applicable. The following list of labor categories is the anticipated key personnel for task orders related to the End User Support PWS

(Attachment J-2):

• End User Operations Manager

• Customer Service Center Manager

• Enterprise Operations Center (EOC) Manager

• Field Support Manager

• Desk Side Engineer Manager

If a performance requirement does not have an associated key personnel category requested, it is assumed the Customer Service Manager will provide oversight to the contract personnel.

7. Tasks

7.1. Tasks 1: Tier 0 Support

The Contractor shall develop, utilize, operate, maintain, configure, secure, support, and update a Tier 0

Support Solution for end users. The solution shall consist and a GFE customer portal and knowledge management as well as other web-based tools to assist users with information, broadcast, messaging as well as solving their technical issues without service desk or deskside support interaction. The

Contractor shall transition this solution to Government ownership once delivered. The Tier 0 solution must be updated based on common ticket trends over time. As part of this task, the Contractor shall develop, utilize, operate, maintain, configure, secure, support, integrate, and update the GFE Customer

Support (a module of the SMS) that shall be accessible 24x7x365 and provide role-based access to

Government-selected tools.

Contractor shall also utilize, operate, maintain, configure, secure, support, and update the GFE

Knowledge Management System (KMS) (a component of the SMS) and any successor system, document solutions in the KMS. The KMS is integrated with the GFE SMS, and is developed through the course of daily operational use, as well as augmented by additional source information.

7.1.1. SUB-TASK: CUSTOMER SERVICE PORTAL (CSP)

7.1.1.1. In the CSP, the Contractor shall provide operational information with periodicity of daily, monthly, yearly, current period, year-to-date, total by period, and trending over time. All data shall be available at OA customer levels or as designated by Federal personnel.

7.1.1.2. The Contractor shall provide granular reporting at the individual customer organization level as well as custom and ad hoc reporting to support customers as they request information. Incident information shall include, but not be limited to:

7.1.1.2.1.1. Overall incident volume;

7.1.1.2.1.2. Incident volume by incident type;

7.1.1.2.1.3. Incidents resolved by tier; and

7.1.1.2.1.4. Incidents by location.

7.1.1.2.1.5. Ticket information shall include, but not be limited to:

7.1.1.2.1.6. Ticket volume by channel (phone, email, etc.);

7.1.1.2.1.7. Tickets opened, closed, escalated to Tier 2 etc.; ticket distribution by tier;

and Re-opened tickets.

7.1.1.3. Service statistics information shall encompass SLA data including, but not limited to:

7.1.1.3.1.1. Calls presented;

7.1.1.3.1.2. Wait time;

7.1.1.3.1.3. Handle time;

7.1.1.3.1.4. Average Speed to Answer and

7.1.1.3.1.5. Call abandonment.

7.1.1.4. The Contractor shall provide operational information with periodicity of daily, monthly, yearly, current period, year-to-date, total by period, and trending over time in the CSP.

All data shall be available at the DOT customer or OA level. Tool effectiveness information shall include, but not be limited to, usage of remote management (including, but not limited to, number of remote management sessions, incident resolution rate, and first contact resolution via remote management, by period).

7.1.1.5. The Contractor shall provide security information with periodicity of daily, monthly, yearly, current period, year-to-date, total by period, and trending over time in the CSP.

All data shall be available at DOT Office levels. Security incidents information shall include but not be limited to:

7.1.1.5.1.1. Intrusion attempts/successful;

7.1.1.5.1.2. Top 20 intrusion vectors by name;

7.1.1.5.1.3. Virus outbreaks; and

7.1.1.5.1.4. Corrupted files.

7.1.1.6. The Contractor shall display, in the CSP, planned and unplanned outage information and status as provided by the project manager, the Enterprise Operations Center, or the

Security Operations Center.

7.1.1.7. The Contractor shall enable, through the CSP, a single store of all Contractor deliverables, reports, and other relevant documentation for access by the DOT project manager and designated resources only, based on roles and permissions. Other documentation may include, but not be limited to, change and configuration management reports, customer satisfaction reports, and other documentation whether provided by the

Contractor or DOT.

7.1.1.8. The Contractor shall configure the CSP to allow the DOT project manager and designees to upload documents to the portal.

7.1.1.9. The Contractor shall post documents received within two (2) business days of receipt from any authorized DOT personnel to the CSP.

7.1.2. SUB-TASK: SELF-SERVICES SUPPORT

7.1.2.1. The Contractor shall link the Tier 0 solution to the GFE Knowledge Management solution to allow for easy access to technical solutions from within the Tier 0 solution.

7.1.2.2. The Contractor shall enable end users to search for their ticket status through the Tier 0 solution. The Contractor shall execute integration with the GFE SMS required for this feature.

7.1.2.3. The Contractor shall provide a knowledgebase of commercially available knowledge documentation describing solutions to common problems with commercially available hardware and software.

7.1.2.4. The Contractor shall implement a link from the Tier 0 solution to the Government’s password reset tools. Password reset tools shall be made available via the customer portal.

7.1.2.5. The Contractor shall integrate the Tier 0 solution with the knowledge base furnished in the GFE SMS instance.

7.1.2.6. The Contractor shall maintain the password reset system, furnished by the Government and provide administrative support for its use.

7.1.3. SUB-TASK: KNOWLEDGE MANAGEMENT SUPPORT

7.1.3.1. The Contractor shall document solutions developed at the service desk in the GFE SMS or any successor system. Solutions shall be documented within ten (10) business days of incident closure.

7.1.3.2. The Contractor shall operate and update the GFE KMS for service desk agents. The GFE

KMS will be a single environment for knowledge management with views for customers, administrators and support staff. The GFE KMS will utilize commercially available solutions to common technical problems or the Contractor’s own database of technical solutions to common problems per the Offeror’s technical solution.

7.1.3.3. The Contractor shall update the GFE KMS knowledge base with technical solutions.

7.1.3.4. The Contractor shall maintain the GFE KMS knowledge base including, but not limited to, creating, adding, modifying, and deleting documents as appropriate. Outdated knowledge documents shall be marked inactive.

7.1.3.5. The Contractor shall propose, every thirty (30) days Updates to the Content of the

Knowledge Base created using tickets received, trends in incidents and problems, and known issues in the environment. Observed incidents and problems shall result in proposed updates to the knowledge base which shall be reviewed and approved by the

Government.

7.1.3.6. The Contractor shall furnish commercial knowledge documentation and execute import into the GFE SMS.

7.2. Task 2: Tier 1 Support

The Contractor shall support three (3) customer tiers for Tier 1 support: Standard Users (Silver), VIP (Gold), and Non-Career staff and Designated Executives of the Immediate Office of the

Secretary (Platinum). See Attachment J-5 - End User Service Levels. The work performed is to be located at the DOT Headquarters in Washington, DC.

The Contractor shall provide Tier 1 Support through channels approved by the Government.

All channels shall be available and maintained through the Service Desk (Monday – Friday 7am –

7pm) and the Enterprise Operations Center (EOC) for both during and after hours support to enable

24x7x365 services. Today, services are available only through phone and email. The Contractor will be expected to provide Tier 1 Support services using other channels not currently in place such as chat, web interface, mobile applications and etc. as the Government deploys these type of communication channels into its Tier 1 Support services capabilities.

The Contractor shall provide Telephone and Directory Service Operators to support incoming calls from the public. These Operators are currently located at DOT HQ. Staffing levels are continually decreasing as automation is introduced into the environment. Operators handle all calls from the public and route them to the appropriate office accordingly based on the contractual service levels documented in Section 9 of this PWS. All inbound calls are routed to a single telephone tree, which automatically routes the calls to external parties or directly to the Operators queue if necessary.

Automatic routing of calls is based upon customer selection from a menu of options which are listed when a customer calls DOT.

7.2.1. SUB-TASK: SERVICE DESK/INCIDENT MANAGEMENT SUPPORT

7.2.1.1. The Contractor shall answer inbound calls in a timely manner in accordance with

SLAs. This time measurement will initiate once the customer selects their desired option from the Automatic Call Distributor (ACD) Service Desk telephone menu.

7.2.1.2. The Contractor shall staff the call center to minimize call abandonment in accordance with SLAs.

7.2.1.3. The Contractor shall serve as the single point of contact (SPOC) for all receipt, logging, tracking, resolution, and reporting of incidents, problems, and service requests for all DOT supported customers and their environments.

7.2.1.4. The Contractor shall provide Tier 1 service desk personnel/support for initial diagnosis and resolution of requests resolvable on the first call. All service requests must be logged as tickets and tracked using the SMS.

7.2.1.5. The Contractor shall ensure completeness of all tickets entered in the DOT SMS, classify and forward to the appropriate team.

7.2.1.6. The Contractor shall escalate problem if unable to resolve for dispatch, system diagnostics, and coordination of break/fix/repair for all Government-furnished end user hardware. The Contractor shall coordinate the resolution of tickets with other groups and vendors, as necessary.

7.2.1.7. The Contractor shall provide End to End ticket management for all tickets including those that require Tier 4 support (contact and coordination) for hardware and software incidents and problems that cannot be resolved at Tiers 0-3.

7.2.1.8. The Contractor shall support (install, configure, troubleshoot, etc.) commercial software applications as and any new software applications added to the Government’s

Definitive Media Library (DML) described in Section F over the life of the contract due to refresh, change to base images, policy change, or other DOT needs. Software is to be supported at N-2, N-1, and N where “N” is the current commercial standard major version of the application. The Government’s intent is to deploy current technologies. The Contractor shall support all new commercial software applications that are added to the DML. This support shall begin immediately as the application is added to the DML.

7.2.1.9. The Contractor shall support (install, configure, troubleshoot, etc.) Government software applications as described in Attachment J-23 (COE Approved Software List v2) and any new software applications added to the Government’s DML over the life of the contract due to refresh, change to base images, policy change, or other DOT needs. New Government software applications shall be supported immediately upon addition to the DML.

7.2.1.10. The Contractor shall support Government-furnished end user hardware as described in

J-25 (End User Endpoint Hardware and OS inventory) and any new hardware added to the Government’s ‘Supported Hardware List’ over the life of the contract due to tech refresh, policy change, or other DOT needs. New hardware shall be supported immediately upon inclusion in the Supported Hardware List.

7.2.1.11. The Contractor shall log all incidents and problems in the Government-furnished SMS and in any successor system.

7.2.1.12. The Contractor shall respond to all Service Requests using the appropriate channel based on urgency; Priority 1 requests require phone response at a minimum; Priority 2 and 3 requests require email response at a minimum.

7.2.1.13. The Contractor shall keep customers informed regarding status of their ticket, incident, problem, or service request through (1) voice response to phone calls and voicemails,

(2) email responses to all other channels and (3) through an existing Government-owned, Contractor-operated web portal that offers self-serve access to status information.

7.2.1.14. The Contractor shall obtain and maintain understanding of the DOT environment including DOT headquarters and field sites, its business functions, business applications being supported, organization and culture of DOT.

7.2.1.15. The Contractor shall perform end-to-end management of the ticket, providing status when requested by the end user or other authorized party and facilitate the effective hand-off between Tiers.

7.2.1.16. The Contractor shall record all email communications and any other information received through the in-scope channels for later retrieval and provisioning to the

Government. This data shall be provided to the Government within one (1) business day of request.

7.2.1.17. The Contractor shall resolve the maximum number of incidents and service requests on the first call in accordance with SLAs.

7.2.1.18. The Contractor shall make contact with end users who have initiated tickets through the call center or other channels in accordance with SLAs.

7.2.1.19. The Contractor shall maximize the use of Remote Management tools to the maximum extent possible and, when possible, implement corrective actions via remote management to resolve incidents and problems for all locations (Attachment J-7 - DOT

Service Locations).

7.2.1.20. The Contractor shall enable all service desk calls to be available for “remote” monitoring (where monitors are not required to be onsite at the call center) by DOT for quality control.

7.2.1.21. The Contractor shall report weekly comprehensive service desk statistics at the request of the Government and with fields (report configuration) as specified by the

Government. Reporting shall be monthly per Government schedule and as needed. The

Government may at any time request additional reports, modification of existing reports, and alter the reporting timeline.

7.2.1.22. The Contractor shall implement a solution such that all transactions with the service desk result in an email to the end user no later than thirty (30) minutes after completion of the transaction providing a detailed description of the transaction and resolution or next steps. In the event of an email incident, a voicemail shall be left for the end user.

‘Transaction’ means (1) any inbound inquiry from an end user or other supported DOT employee received via any channel and (2) any change in ticket status.

7.2.1.23. At the completion of the contract and upon request during the contract, the Contractor shall provide DOT with all Ticket Data from the GFE SMS in an easily portable format that maintains all relational information between data fields.

7.2.1.24. The Contractor shall obtain end user concurrence for closure of incidents, problems, service requests, etc.

7.2.1.25. The Contractor shall implement an end user closed ticket customer satisfaction survey, through the SMS, designed by the Government with Contractor input. The mechanism for implementation shall be approved by the Government. The Government will review the parameters used to evaluate the collected data.

7.2.1.26. The Contractor shall obtain Government approval for all broadcast communications to multiple end users.

7.2.1.27. The Contractor shall, through effective management of all channels and effective service at the Service Desk, minimize the number of contacts from any channel required to resolve an incident.

7.2.1.28. The Contractor shall, through effective management of all channels and effective service at the Service Desk, minimize the number of tickets received.

7.2.1.29. The Contractor shall implement automated tools at the Service Desk to maximize the number of incidents that are resolved using automation. The Contractor shall also migrate incident volume to automated tools to the maximum extent possible in accordance with SLAs.

7.2.1.30. The Contractor shall migrate the maximum number of Priority 3 and 4 incidents to non- telephone channels in accordance with SLAs or as designated by the Government.

7.2.1.31. The Contractor shall receive, track, coordinate, and execute end user account creation, modification, disablement, and general administration per service requests in accordance with DOT security policies and procedures.

7.2.1.32. The Contractor shall receive, track, coordinate and execute remote access user ID provisioning requests.

7.2.1.33. The Contractor shall coordinate and execute end user network ID management.

7.2.1.34. The Contractor shall execute end user-requested file restoration.

7.2.1.35. The Contractor shall reset passwords as enabled by DOT and in accordance with DOT security policies and procedures.

7.2.1.36. The Contractor shall document every problem in the SMS, diagnose the problem, attempt to resolve the problem, escalate the problem if necessary internally or to any party defined by DOT, provide end-to-end management and monitoring of the problem, provide problem status if requested, and close the problem ticket per DOT policies and procedures.

7.2.1.37. The Contractor shall re-open a minimum number of tickets due to the re-occurrence of the same incident or problem.

7.2.1.38. The Contractor shall deliver a Root Cause Analysis Document for each Priority 1 incident resolution in accordance with SLAs for all locations (Attachment J-7 - DOT

Service Locations), other user locations, and senior DOT official residences.

7.2.1.39. The Contractor shall manage and oversee the Enterprise Operations Center (EOC).

Requirements for the EOC include but are not limited to:

7.2.1.39.1. Monitoring and reporting on the status of all infrastructure nodes

7.2.1.39.2. Managing all service outages and degradations and engaging appropriate 3rd party vendor support as necessary.

7.2.2. SUB-TASK: TELEPHONE OPERATIONS (TOPS) ADMINISTRATION

7.2.2.1. The Contractor shall maintain data within the NetPlus database to include at a minimum:

7.2.2.1.1. Cable Plant connectivity

7.2.2.1.2. Telephone records

7.2.2.1.3. Personnel records

7.2.2.1.4. Account codes

7.2.2.1.5. General information (Switch, Building, Room, email aliases)

7.2.2.1.6. User/Group Assignments

7.2.2.1.7. Group permissions within the client applications server

7.2.2.1.8. Switch information pertaining to SMDR dumps and remote access for modifications

7.2.2.2. The Contractor shall provide monthly status report of the necessary technical programming, operational performance, administrative support, and any other activity required by the Government to ensure successful performance of the systems, software and applications.

7.2.2.3. The Contractor shall be responsible for managing Call Accounting activities necessary to collect, store, process, rate, and verify billing data to include; but not limited to the following:

7.2.2.3.1. Ensure daily polling of subscriber telecommunications usage information from ALL switches

7.2.2.3.2. Resolve bad call records

7.2.2.3.3. Add database/application wide entries for new switch installs

7.2.2.3.4. Load rate table definitions as they become available

7.2.2.3.5. Ensure correct charges by modifying Service Types as needed

7.2.2.3.6. Perform billing back-up and restore routines

7.2.2.3.7. Provide pre-defined toll fraud abuse reports

7.2.2.4. The Contractor shall review, analyze, evaluate, and recommend revisions to the

Station Message Detail Report (SMDR) process to produce comprehensive telephone billing documents, statements, and reports.

7.2.2.5. The Contractor shall identify SMDR billing discrepancies and functional areas where telephone call abuse or fraud can occur or may have occurred and report it to the Task

Manager.

7.2.2.6. The Contractor shall coordinate activities with the CIO Resource Management Office

(RMO) to include:

7.2.2.6.1. Maintain/develop scripts to output billing information

7.2.2.6.2. Coordinate Account Code modification

7.2.2.6.3. Resolve charge discrepancies

7.2.2.6.4. Enter payments/credits

7.2.2.6.5. Perform end of period functions

7.2.2.7. The Contractor shall provide quality technical, analytical, planning, and administrative support to the mission. As directed by the Government, the Contractor may also be required to interface with system integration contractors, equipment manufacturers, other vendors, contractors, and various DOT and U.S. Government organizations.

7.2.2.8. The Contractor shall receive, evaluate, execute and respond to telephone service order requests.

7.2.2.9. The Contractor shall analyze, process, and update telephone service orders.

7.2.2.10. The Contractor shall update database records to reflect telephone service orders and associated work order activities.

7.2.2.11. The Contractor shall perform quality assurance and work order validation processing to ensure that service is performed in accordance with service order instructions and the result satisfies the need for the service order.

7.2.2.12. The Contractor shall review telephone service orders for accuracy and initiate work orders to change features, functions, and facilities.

7.2.2.13. The Contractor shall review for accuracy and processing voice mail service requests.

7.2.2.14. The Contractor shall verify voice mail records and update voice mail database to reflect appropriate activity.

7.2.2.15. The Contractor shall maintain data archived in the Telecommunications Special

Products and Services databases, such as:

7.2.2.15.1. Voice services

7.2.2.15.2. Inventory and Distribution

7.2.2.15.3. Portable conference set-up

7.2.2.16. The Contractor shall meet the service level agreements provide staff with core competencies in the operation, training, inventory and distribution, and billing of special telecommunications products and services for voice and data wireless services, paging and maintenance.

7.2.3. SUB-TASK: OPERATOR AND DIRECTORY SUPPORT SERVICES

7.2.3.1. The Contractor shall answer inbound calls in a timely manner in accordance with

SLAs. This time measurement will initiate once the customer selects their desired option from the Automatic Call Distributor (ACD) Service Desk telephone menu.

7.2.3.2. The Contractor shall staff the call center to minimize call abandonment in accordance with SLAs." does not appear in the PWS requirements.

7.2.3.3. The Contractor shall perform directory assistance services and operator services for conferencing and call transferring for Single Telephone Number and Multiple

Telephone Numbers.

7.2.3.4. The Contractor shall act as liaison with Directory Contacts and/or Telecom

Coordinators within each Operating Administration.

7.2.3.5. The Contractor shall staff operator consoles from 8:00a.m. until 5:30 p.m., Monday through Friday, except for Government Holidays or other official closings. Operators are designated as emergency personnel for unplanned closings such as snow days.

7.2.3.6. The Contractor shall staff operator consoles to meet expected customer demand conditions and SLA requirements. using a minimum of four operators except for scheduled leave of absence for sickness, or for scheduled breaks and lunch periods. At no time, shall there be less than three operators.

7.2.3.7. The Contractor shall maintain a schedule of breaks, lunch periods, and leave for

Contractor's operators for review, as requested, by the COR. (Schedule available upon request / operating hours remain from 8:00am- 5:30 PM Monday through

Friday)

7.2.3.8. The Contractor shall maintain monthly operator activity reports containing handling times; incoming calls counts, and call lengths.

7.2.3.9. The Contractor shall assure that information within the telemanagement directory module, the printed directory.

7.3. Tasks 3: Tier 2 Support

Tier 2 support includes the desk side support and field support services for all Government

Furnished Equipment (GFE) installs, moves, adds, and changes (IMAC). This equipment includes, but is not limited to, laptops, desktops, tablets, all mobile devices, and peripherals. The Contractor shall support three (3) customer tiers for deskside support: Standard Users (Silver), VIP (Gold), and

Non-Career staff and Designated Executives of the Immediate Office of the Secretary (Platinum) as provided in J-5 End User Service Levels.

7.3.1. SUB-TASK: DESKSIDE SUPPORT

7.3.1.1. The Contractor shall dispatch and perform end-to-end deskside support for all authorized DOT end users at supported locations (See Attachment J-7 Service

Locations). Authorized end users are present in the DOT Active Directory.

7.3.1.2. The Contractor shall provide experienced deskside support personnel to support Non-

Career staff and Designated Executives of the Immediate Office of the Secretary

(Platinum) on a 24x7x365 basis; all other staff and locations will be supported during operating hours (Monday-Friday 7am-7pm).

7.3.1.3. The Contractor shall develop, document, and maintain deskside support procedures and provide such procedures to DOT. Procedures must meet DOT requirements, conform to ITIL, and adhere to DOT policies.

7.3.1.4. The Contractor shall coordinate with the service desk and all other necessary

Contractors, third-party, and DOT support organizations to manage all onsite technical support requests to resolution and closure.

7.3.1.5. The Contractor shall coordinate with the end user or other site staff to schedule onsite technical support visits in response to an escalated incident or service request in accordance with SLAs.

7.3.1.6. The Contractor shall update inventory and configuration management records daily to reflect completed service requests (installs, adds, moves, changes, and others).

7.3.1.7. The Contractor shall dispatch appropriate Tier 2 to DOT locations in response to an escalated incident or service request.

7.3.1.8. The Contractor shall coordinate Tier 3 personnel response to escalated tickets.

7.3.1.9. The Contractor shall troubleshoot, diagnose, and resolve incidents for end user devices including, but not limited to, removing and/or repairing physically broken or inoperable end user devices.

7.3.1.10. The Contractor shall maintain a level of onsite technical support and provide for knowledge sharing to ensure familiarity with the environment, issues, business needs, etc.

7.3.1.11. The Contractor shall maintain on-site deskside support personnel sufficient to serve the Government personnel at the DOT Headquarters and/or as designated in Task

Orders.

7.3.1.12. The Contractor shall obtain end user verbal or written (email) acknowledgment for completion of service request, resolution of incidents/problems, etc. before a ticket shall be closed.

7.3.1.13. The Contractor shall provide expert functional, feature, usage, and technical “How

To” assistance for in-scope commercial and Government software applications at Tier

1 and escalate to Tiers 2 and 3 where necessary.

7.3.1.14. The Contractor shall meet all SLA requirements for services. A contractual penalty will be enforced if the Contractor does not meet this requirement.

7.3.2. SUB-TASK: INSTALL, MOVE, ADD, CHANGE (IMAC)

7.3.2.1. The Contractor shall execute all processes necessary to install, move, add, and change individual and bulk hardware and software components for all authorized DOT end users and end user devices.

7.3.2.2. The Contractor shall develop and document IMAC Standard Operating Procedures and provide such procedures to DOT. Procedures must meet DOT requirements and adhere to DOT policies and Service Level Agreements.

7.3.2.3. The Contractor shall coordinate IMACs through the service desk and fully execute each IMAC from receipt of request through customer acceptance.

7.3.2.4. The Contractor shall gather IMAC requirements, secure authorization, log the request in the SMS, and perform IMAC fulfillment.

7.3.2.5. For each…