J-3_DOT_EITSS_-_Infrastructure_Operations_PWS_-_12-12-2018.pdf

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

Enterprise Information Technology

Shared Services

(EITSS)

Infrastructure Operations

Performance Work Statement

Contents

1. BACKGROUND

2. OCIO OPERATIONS OVERVIEW

3. SCOPE AND SCALE

4. PERIOD AND PLACE OF PERFORMANCE

5. PERSONNEL

6. OPERATING HOURS

7. TASKS

7.1. TASK 1: MANAGEMENT

7.1.1. SUB-TASK 1.1: TASK MANAGEMENT

7.1.2. SUB-TASK 1.2: SERVICE MANAGEMENT SYSTEM (SMS)

7.1.3. SUB-TASK 1.3: QUALITY MANAGEMENT PLANNING

7.1.4. SUB-TASK 1.4: SERVICE REQUEST MANAGEMENT(SRM) ADMINISTRATION

7.1.5. SUB-TASK 1.5: SERVICE LEVEL MONITORING AND REPORTING

7.1.6. SUB-TASK 1.6: CROSS-FUNCTIONAL COORDINATION

7.1.7. SUB-TASK 1.7: CUSTOMER SERVICE SUPPORT

7.1.8. SUB-TASK 1.8: KNOWLEDGE MANAGEMENT

7.1.9. SUB-TASK 1.9: AVAILABILITY MANAGEMENT

7.1.10. SUB-TASK 1.10: CAPACITY MANAGEMENT

7.1.11. SUB-TASK 1.11: PERFORMANCE MANAGEMENT

7.1.12. SUB-TASK 1.12: INCIDENT (OUTAGE OR SERVICE DEGRADATION) MANAGEMENT

7.1.13. SUB-TASK 1.13: PROBLEM MANAGEMENT

7.1.14. SUB-TASK 1.14: ADMINISTRATIVE SUPPORT

7.1.15. SUB-TASK 1.15: TRANSITION IN

7.1.16. SUB-TASK 1.16: TRANSITION OUT

7.2. TASK 2: ENDPOINT ENGINEERING

7.2.1. SUB-TASK 2.1: ENDPOINT ENGINEERING PLANNING AND ANALYSIS

7.2.2. SUB-TASK 2.2: ENDPOINT ENGINEERING REQUIREMENTS DEFINITION AND

DOCUMENTATION

7.2.3. SUB-TASK 2.3: ENDPOINT IMAGE BUILD SUPPORT

7.2.4. SUB-TASK 2.4: ENDPOINT PATCH MANAGEMENT

7.2.5. SUB-TASK 2.5: ENDPOINT RESEARCH AND TECHNOLOGY INNOVATION

7.3. TASK 3: INFRASTRUCTURE ENGINEERING

7.3.1. SUB-TASK 3.1: GENERAL INFRASTRUCTURE ENGINEERING REQUIREMENTS

7.3.2. SUB-TASK 3.2: NETWORK ENGINEERING

7.3.3. SUB-TASK 3.3: SECURITY ENGINEERING SUPPORT

7.3.4. SUB-TASK 3.4: SITE ENGINEERING SERVICES FOR NEW SITES OR SITE UPGRADES

7.3.5. SUB-TASK 3.5: BACKUP AND STORAGE ENGINEERING SUPPORT

7.3.6. SUB-TASK 3.6: INFRASTRUCTURE PATCH MANAGEMENT

7.3.7. SUB-TASK 3.7: INFRASTRUCTURE RESEARCH AND TECHNOLOGY INNOVATION

7.3.8. SUB-TASK 3.8: EMAIL ENGINEERING

7.3.9. SUB-TASK 3.9: COMMUNICATIONS AND USER COLLABORATION ENGINEERING

7.3.10. SUB-TASK 3.10: FACILITY MOVES ENGINEERING SUPPORT

7.3.11. SUB-TASK 3:11: VIDEO TELECONFERENCE (VTC) ENGINEERING SUPPORT

7.3.12. SUB-TASK 3:12: FILE AND PRINT SERVER ENGINEERING

7.3.13. SUB-TASK 3:13: ENGINEERING AND OPERATIONS SURGE SUPPORT

7.3.14. SUB-TASK 3.14: REMOTE MANAGEMENT & ACCESS ENGINEERING

7.3.15. SUB-TASK 3.15: SERVER HOSTING ENGINEERING

7.3.16. SUB-TASK 3.16: SOFTWARE DEPLOYMENT

7.3.17. SUB-TASK 3.17: DESKTOP SECURITY SERVICES

7.3.18. SUB-TASK 3.18: ENTERPRISE MONITORING

7.4. TASK 4: INFRASTRUCTURE OPERATIONS

7.4.1. SUB-TASK 4.1: INFRASTRUCTURE GENERAL SUPPORT

7.4.2. SUB-TASK 4.2: INFRASTRUCTURE OPERATIONS AND ADMINISTRATION

7.4.3. SUB-TASK 4.3: NETWORK OPERATIONS SUPPORT

7.4.4. SUB-TASK 4.4: SECURITY OPERATIONS SUPPORT

7.4.5. SUB-TASK 4.5: FIREWALL SECURITY MANAGEMENT

7.4.6. SUB-TASK 4.6: INTRUSION DETECTION SERVICES

7.4.7. SUB-TASK 4.7: ENTERPRISE OPERATIONS CENTER (EOC)

7.4.8. SUB-TASK 4.8: SYSTEMS OPERATIONS AND MAINTENANCE

7.4.9. SUB-TASK 4.9: SYSTEMS DEPLOYMENT AND TESTING

7.4.10. SUB-TASK 4.10: SECURITY AND PRIVACY

7.4.11. SUB-TASK 4.11: INTEGRATION MANAGEMENT

7.4.12. SUB-TASK 4.12: PRINT SERVER MANAGEMENT

7.4.13. SUB-TASK 4.13: SERVICE OPERATIONS

7.4.14. SUB-TASK 4.14: STORAGE AND DATA MANAGEMENT OPERATIONS

7.4.15. SUB-TASK 4.15: DATABASE ADMINISTRATION

7.4.16. SUB-TASK 4.16: MIDDLEWARE ADMINISTRATION

7.4.17. SUB-TASK 4.17: END USER ADMINISTRATION

7.4.18. SUB-TASK 4.18: REMOTE MANAGEMENT & ACCESS OPERATIONS

7.4.19. SUB-TASK 4.19: WEB HOSTING SUPPORT

7.4.20. SUB-TASK 4.20: IT SERVICE CONTINUITY AND DISASTER RECOVERY (DR) SUPPORT

7.4.21. SUB-TASK 4.21: SERVER OPERATIONS

7.4.22. SUB-TASK 4.22: BACKUP AND RECOVERY

7.4.23. SUB-TASK 4.23: EMAIL AND MOBILE DEVICE MANAGEMENT

7.4.24. SUB-TASK 4.24: CLOUD ENVIRONMENT MANAGEMENT

7.4.25. SUB-TASK 4.25: ENDPOINT AND INFRASTRUCTURE INTEGRATION AND TESTING SUPPORT

7.5. TASK 5: DATA CENTER OPERATIONS

7.5.1. SUB-TASK 5.1: GENERAL DATA CENTER SUPPORT

7.5.2. SUB-TASK 5.2: DATA CENTER ACCESS CONTROL

7.5.3. SUB-TASK 5.3: DATA CENTER OPERATIONS AND ADMINISTRATION

7.5.4. SUB-TASK 5.4: DATA CENTER SECURITY

7.6. TASK 6: APPLICATION HOSTING

7.6.1. SUB-TASK 6.1: APPLICATION HOSTING GENERAL TASKS

7.6.2. SUB-TASK 6.2: HOSTING PLANNING AND ANALYSIS

7.6.3. SUB-TASK 6.3: HOSTING REQUIREMENTS AND DESIGN

7.6.4. SUB-TASK 6.4: NETWORK HOSTING

7.6.5. SUB-TASK 6.5: HOSTING HARDWARE AND SOFTWARE SUPPORT

7.6.6. SUB-TASK 6.6: HOSTING BACKUP AND RESTORE

7.6.7. SUB-TASK 6.7: HOSTING CONTINUITY PLANNING AND EXECUTION

7.6.8. SUB-TASK 6.8: HOSTING DATABASE MANAGEMENT

7.6.9. SUB-TASK 6.9: HOSTING SECURITY

7.6.10. SUB-TASK 6.10: HOSTING INITIATION

7.6.11. SUB-TASK 6.11: DESIGN THE PRODUCTION ARCHITECTURE

7.6.12. SUB-TASK 6.12: DEPLOY THE ENVIRONMENT

7.6.13. SUB-TASK 6.13: INSTALL AND CONFIGURE SERVERS

7.6.14. SUB-TASK 6.14: HARDEN THE PRODUCTION ENVIRONMENT

7.6.15. SUB-TASK 6.15: SIMULATED MIGRATION

7.6.16. SUB-TASK 6.16: PRODUCTION MIGRATION

8. DELIVERABLES

9. TASK SERVICE LEVEL AGREEMENTS

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 two performance-based IDIQ contracts 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 contracts 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 contracts include the following Performance Work Statements (PWS):

1) Program Management and Integration Support (Attachment J-1), (set aside for small business)

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

3) Infrastructure Operations (Attachment J-3).

Multiple Task Orders representative of the scope described in Attachment J-2 End User Support and J-3

Infrastructure Operations are anticipated to be issued during the contract’s lifecycle to provide support for DOT.

This document is the Infrastructure Operations Performance Work Statement (PWS), and includes work required to operate and maintain the Infrastructure operations and engineering 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 separate EITSS contract for 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 Operations Overview

This Performance Work Statement (PWS) establishes the requirements for OCIO Infrastructure Services.

The Contractor shall provide operations personnel and services for the full spectrum of OCIO operations projects, platforms, and services, to include endpoints, infrastructure, networks, and security. As a leader in the industry, DOT anticipates the Contractor will be capable to utilize and support Service and Software

Management Systems widely used in the IT industry to include Remedy, SolarWinds, BigFix and/or similar products. (Refer to Attachment J) The Contractor is responsible for providing trained and skilled personnel to design, build, manage, and administer these solutions as outlined in this PWS. The Government will not be responsible for training the Contractor workforce on these solutions.

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:

1. 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 (current production systems are described in the Attachments.

2. Provide a qualified 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.

3. Deploy and maintain Government-furnished end user hardware and software to end users located at

DOT locations and senior DOT executive residences.

4. Deploy, maintain, and utilize and support the Government-furnished equipment (GFE) Knowledge

Management System for service desk agents.

5. Utilize and support the GFE Service Management System (SMS), currently Remedy, and any other successor system.

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

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

8. Support DOT’s deployment of firewall, network access control, program control, anti-virus, anti-spyware, data security, and remote access solutions on all end user devices.

9. Monitor networks and endpoints and provide status and measurements for the operational environment.

10. Provide proactive and scheduled console monitoring of infrastructure and systems (e.g., hardware, applications, network, batch schedule, interfaces, etc.), respond to messages, and take corrective action as required.

11. Perform day-to-day operation of the distributed computing environment, providing and supporting a stable infrastructure, and effectively and efficiently perform operational and processing procedures to ensure Service Level Agreements (SLAs) conform to requirements and policies, and comply with security requirements.

12. Provide technical support for all hardware/equipment in the data center computing infrastructure, to include, but not limited to, network, storage, hosting, mail, and security equipment, both physical and virtual.

13. Install, configure and maintain database system software to support the normal business operation of DOT applications and other database associated software components.

14. Implement physical and logical security plans consistent with DOT security policies, and develop and provide documentation demonstrating adherence to the plans, processes and procedures.

15. Support activities that include provisioning and day-to-day management of the installed server environment, and effectively and efficiently perform procedures to ensure services meet regulatory requirements.

16. Provide skilled personnel for backup and storage services (e.g., RAID array, SAN, NAS, tape, optical, Cloud, O365 backups, etc.).

17. Support email and all requests for email system modification and/or enhancements received after the system is implemented, and classified as planned software maintenance including, mobile device support, mobile device management, COOP/DR support, remote usage, and support of

FISMA requirements.

18. Provide life cycle management expertise and support. This expertise will include requirements analysis, architecture development, system design, integration management, systems development and implementation assistance.

19. Provide support and services for systems used by DOT to include real-time communication services such as IP telephony, presence information, instant messaging, and video conferencing with non-real-time communication services such as voicemail, email, and text.

20. Provide advanced knowledge and skills to support current and future technologies and services including, but not limited to, Internet of Things (IoT), 3D Printing, AI Infrastructure, Mobile

Platforms, Data Center Optimization Initiative, Enterprise Infrastructure Solutions, Virtualization, License Management, Shared Service Consolidation, Software Defined Networks, Cloud

Computing Solutions, Automation, Artificial Intelligence, Big Data Analysis, and Robotics.

21. Establish and manage endpoint and infrastructure engineering processes to ensure end-to-end integration and improve service delivery.

22. Perform endpoint and infrastructure engineering in support of development activities including requirements definition, design, development, integration, test, and transition to operations.

23. Perform design analysis, requirement analysis, alternatives analysis solutions, system capacity analysis, and concept of operations development, and document results.

24. Perform engineering and integration Project Management for current and future OCIO systems hardware and software.

25. Develop systems engineering planning documents, design documents and SOPS for all

Infrastructure and Endpoint systems.

26. Evaluate, test, and document Commercial Off-The-Shelf (COTS) and Government Off the Shelf

(GOTS) software and hardware products and solutions including development and engineering tools.

27. Coordinate with the Test Lab on testing of all changes before they are released into the production environment.

28. Coordinate activities at the system interface boundaries with other contractors and Government organizations.

29. Develop and integrate service delivery processes with those of the Government to ensure a seamless user experience.

30. Promote IT innovation to enhance business performance through research and development, studies, and assessments of evolving technologies and industry best practices, including Agile practices and processes, in endpoint and infrastructure solutions to achieve costs savings and improve support and services to OCIO customers.

31. Adhere to and integrate with cross-functional requirements and service management support processes such as incident, problem, change, release, test, asset, and configuration management activities.

32. Comply with all Federal Security mandates (e.g., FISMA, NIST, and FedRAMP), adhere to DOT specific policy (e.g., DOT Cybersecurity Compendium), and designed and built in collaboration with DOT Information Assurance (IA) team to ensure all required security controls are built into each solution.

33. Application migration, builds, installation and configuration set-up including self-provisioning;

34. Migration of Modal equipment to the appropriate Government’s datacenter;

35. Base Server administration activities including console monitoring, BIOS, Operating System (OS);

36. Managed Security Services including monthly audits, anti-virus, firewall and virtual private network (VPN), host-based intrusion detection, and intrusion prevention systems;

37. 24x7x365 monitoring and reporting of hardware, software, incidents, outages, problems and bandwidth issues;

38. Backup, restore and offsite storage services;

39. Support for migration of hardware, software, data tapes, etc., as applicable to a different facility at customer request and/or end of contract;

40. Recommend solutions for On-demand scalable bandwidth;

41. Adherence to customer asset life cycle management requirements and associated reporting;

42. Administration of accounts, media services, and domain access (FTP, etc.);

43. Full service patch management including server, OS, security, application, etc.;

44. Full development, testing, and production environments, integrated with change and release management procedures;

45. Project management and implementation; and

46. Life-cycle support services to include planning and analysis; requirements definition; design specifications; development; availability management, capacity management, performance, service level monitoring, incident management, problem management, and account management.

OCIO 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. A summary description of the current OCIO technical environment can be found in Attachment J-30 - EITSS Current Environment Summary. Please see this attachment for a more in depth description of how the OCIO environment functions today.

3. Scope and Scale

This Operations PWS sets forth the requirements and responsibilities of the parties with respect to the

Operations Services required by applicable customers of DOT.

An overview of the services required is provided below:

1. Management

2. Endpoint Engineering

3. Infrastructure Engineering

4. Infrastructure Operations

5. Data Center Operations

6. Application Hosting

4. Period and Place of Performance

The Period of Performance (POP) includes a two-year base period and five one- year option periods for 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. 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 both the End User and Infrastructure

PWS.

• 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.

Key Personnel

Key personnel will be identified at Task Order level. 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.

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

• Program Manager - Senior

• Transition Manager

• Quality Assurance Specialist - Senior

• Enterprise Operations Manager

The following key personnel are for the J-3 Infrastructure Operations PWS:

• Infrastructure Operations Manager

• Enterprise Architect

• Network Manager

• Endpoint Engineer - Lead

• Security Engineer - Lead

• System Engineer - Lead

• Storage Engineer - Lead

• Mail Engineer - Lead

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

6. 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 will be required

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

1. Infrastructure Operations: 24x7x365

2. Infrastructure & Endpoint Engineering: Monday through Friday 7:00 AM – 7:00 PM local time

3. Data Center Operations: 24x7x365

4. Application Hosting: Monday through Friday 7:00 AM – 7:00 PM local time

5. Email Operations Support: 24x7x365

6. Network & Security Operations Center: 24x7x365

7. End User Services: 24x7x365

7. Tasks

7.1. Task 1: Management

The following Task area is anticipated to provide support and oversight for task orders that follow the scope as described in both J-2 End User Support PWS and J-3 Infrastructure Operations PWS.

7.1.1. SUB-TASK 1.1: TASK MANAGEMENT

7.1.1.1. Within ten (10) business days following the task order award date, the

Contractor shall attend a Kickoff Meeting to review TO goals and objectives, and to discuss technical requirements, administrative matters, security requirements, project Transition, Government Furnished Information / Materials

/ Equipment (GFI/GFM/GFE), the milestone schedule, review cycles, and invoicing. At the meeting, the Contractor shall present their project plan and timeline, as well as plan for controlling task costs and schedules. The meeting shall be attended by all Contractor key personnel and shall be held at a location to be determined by the Government.

7.1.1.2. Also at the meeting, the Contractor shall provide the Names of All Key Project

Managerial Staff, contact information, and their resumes to permit the designated DOT staff to immediately commence security and badging actions.

Additional Contractor team names shall be forwarded on the forms as they become available. No later than thirty (30) calendar days after award, in accordance with all federal laws including the Presidential Directive 13495 on non-managerial hiring, the Contractor shall submit to the COR 100% of their proposed team names.

7.1.1.3. The Contractor shall manage proposed team members in compliance with all security and other onboarding requirements.

7.1.1.4. The Contractor shall provide a qualified 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.

7.1.1.5. The Contractor shall integrate management of all tasks within the contract as described in the work requirements. The Contractor shall structure work activities in a manner that ensures that the Contractor’s goals and objectives are synchronized with those of OCIO and reflect the attributes of a transparent and customer-oriented effort across DOT. The Contractor shall monitor work performance, measure results, ensure timely and professional delivery of contracted product deliverables and solutions, support management decision-making, and facilitate communications.

7.1.1.6. The Contractor shall identify, track, and report on risks, resolve problems, and verify effectiveness of corrective actions.

7.1.1.7. The Contractor shall institute and maintain a process that ensures problems and action items discussed with the Government are tracked through resolution and shall provide timely status risk and issue reporting.

7.1.1.8. The Contractor shall ensure results of Contractor actions taken to improve performance are tracked and lessons learned are documented and incorporated into applicable processes.

7.1.1.9. The Contractor shall establish, maintain, and/or update a documented set of disciplined, mature, and continuously improving processes for administering all

TO efforts with an emphasis on cost-efficiency, schedule, performance, responsiveness and consistently high- quality delivery.

7.1.1.10. The Contractor shall deliver Meeting Notes from the Kickoff Meeting within three (3) business days of the meeting to the COR and track any associated action items through completion.

7.1.1.11. The Contractor shall submit a Management Plan (MP) within thirty (30) business days of award that describes the technical approach, organizational structure and resources, communications plan, and management and quality controls to be employed to establish and monitor the cost, schedule, technical, and performance requirements through execution. The MP is an evolutionary document that shall be updated with significant changes as required. The

Contractor shall work from the latest Government-approved version of the MP.

7.1.1.12. Contractor shall prepare and deliver a formal Written Monthly Status Report to the COR and other designed Federal personnel that provides at a minimum, the following information:

7.1.1.13. A summary of work performed in the preceding month for each task area, which includes major milestones achieved or missed, deliverables, upcoming activities, and any anticipated issues that will prevent attainment of milestones and/or deliverables;

7.1.1.14. A summary of project financial status for each task area including, but not limited to, funded amount, expended to date, funding remaining, and estimate to complete;

7.1.1.15. A summary of all deliverables submitted from task inception to date showing the date submitted, and the status of the deliverable (i.e. accepted, rejected). For rejected deliverables, the Contractor shall provide an explanation why the deliverable was rejected, the corrective action plan, and the revised delivery date;

7.1.1.16. A summary of the personnel who performed work (i.e., charged direct labor hours) during the month by task area to include, but not be limited to, their name, job title, task area worked, labor category, and hours charged;

7.1.1.17. A summary of funding status (e.g., funded amount, expended amount, planned burn percent, and actual burn percent) and burn chart (for Time and Materials or

Labor-hour tasks only); and

7.1.1.18. An attachment providing data, analysis, and reporting of performance against each contractual SLA; the Contractor shall include an improvement plan for any missed SLAs.

7.1.1.19. The Contractor shall ensure all deliverables, documentation, and artifacts strictly adhere to the DOT policies, processes, and templates as applicable.

7.1.1.20. The Contractor shall deliver a Kickoff Briefing for new work requirements no less than three (3) business days prior to the Kickoff meeting.

7.1.1.21. Contractor-proposed formats for reports, deliverables and documentation shall be approved by the Government prior to acceptance.

7.1.1.22. The Contractor shall ensure that all Contractor staff conduct themselves with the utmost of professional courtesy and standards at all times, notably in ‘customer facing’ service transactions to include service call center site support, meetings, written communications, etc.

7.1.1.23. The Contractor shall respond, during Operating Hours, to all technical or cost concerns raised by DOT Task Managers and/or COR, and will acknowledge, via email within one (1) hour of receipt. All responses will be in writing and resolved within twenty-four (48) hours unless a unique circumstance prohibits otherwise. The Contractor shall then respond in writing to the DOT Task

Managers and COR accordingly.

7.1.1.24. The Contractor shall provide a deliverables schedule to ensure on-time delivery of contract requirements.

7.1.1.25. The Contractor shall provide, for all tasks and subtasks, meeting support by planning and arranging for meetings, preparing meeting materials and recording and disseminating minutes; developing and tracking correspondence, reports

(including ad hoc) and briefing materials; maintaining a document library.

7.1.1.26. The Contractor shall conduct informal knowledge transfer to Government personnel when needed to clarify or communicate some aspect of the performance of this Task Order.

7.1.2. SUB-TASK 1.2: SERVICE MANAGEMENT SYSTEM (SMS)

7.1.2.1. The Contractor shall utilize, operate, maintain, configure, customize, support, and update the GFE SMS and any successor system. The Contractor shall advise the Government regarding needed changes to the SMS.

7.1.2.2. The Contractor shall assist in configuring the GFE SMS parameters to customize the instance for OCIO and its customers based on usage and need.

7.1.2.3. The Contractor shall categorize, prioritize and log all inquiries (e.g., incidents, problems, service requests, changes, and other) in the SMS.

7.1.2.4. The Contractor shall analyze service outages and degradations, and recurring incidents and problems and perform root cause analysis to inform the

Government of the underlying issue.

7.1.2.5. The Contractor shall document service requests in the SMS and address or escalate per DOT policies and procedures.

7.1.2.6. The Contractor shall document general inquiries and other Government-approved events in the SMS and address or escalate per DOT policies and procedures.

7.1.2.7. The Contractor shall assist in configuring the SMS such that it automatically sends an acknowledgement email no more than thirty (30) minutes after the ticket is opened to end users upon opening a ticket submitted through any channel with a description of the incident.

7.1.2.8. The Contractor shall assist in configuring the SMS to enable end users to view the status of their ticket in the system as well as create their own ticket.

7.1.2.9. The Contractor shall assist in configuring the SMS to provide full transparency/access of the raw data to the COR.

7.1.2.10. The Contractor shall verify with the end user that the ticket may be closed through verbal or written means. If verbal approval is received, the service desk agent may close the ticket. If written approval is received, the agent may close the ticket. If no approval is received, a minimum of three (3) attempts to reach the end user for confirmation shall be attempted and must be made during operating hours with at least four hours between attempts.

7.1.2.11. The Contractor shall establish thresholds, subject to Government approval, that will trigger email communication to designated DOT and OCIO personnel based on certain events; triggers will be based on ticket volume, open tickets, closed tickets, and other related measures. Thresholds will be adjustable on a weekly basis.

7.1.2.12. The Contractor shall assist in configuring SMS mandatory fields for service desk agents per Government direction.

7.1.2.13. The Contractor shall assist in configuring mandatory fields for end users creating tickets in the SMS.

7.1.2.14. The Contractor shall assist in configuring SMS ticket queues in accordance with

Government requirements.

7.1.2.15. The Contractor shall assist in configuring the SMS such that all Government-designated Contractors and third parties are provided bi-directional access to both read and write (i.e., update) tickets, and chat support, maintenance and operations.

7.1.2.16. The Contractor shall work with the Government to configure the SMS to produce custom and ad hoc reports.

7.1.2.17. The Contractor shall develop and, if needed implement, a contingency plan in the event the Government’s SMS is not available. The Contractor shall deliver the plan at Government request.

7.1.2.18. The Contractor is responsible for providing trained and skilled personnel to design, build, manage, and administer the SMS System, and any other successor system.

7.1.2.19. The Contractor shall document all procedures for SMS system administration.

7.1.3. SUB-TASK 1.3: QUALITY MANAGEMENT PLANNING

7.1.3.1. The Contractor shall provide an updated Quality Management Plan (QMP)

(updating that version submitted in the Offeror’s proposal) that contains, as a minimum, the items listed below to the COR for acceptance not later than fifteen

(15) business days after award. The COR will notify the Contractor of acceptance or required modifications to the plan.

7.1.3.2. The updated QMP shall include the following minimum requirements:

7.1.3.2.1. A description of the inspection system to cover all major services and deliverables. The description shall include specifics as to the areas to be inspected on both a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of inspectors.

7.1.3.2.2. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

7.1.3.2.3. A description of the records to be kept to document inspections and corrective or preventative actions taken.

7.1.3.2.4. All records of inspections performed shall be retained and made available to the Government as required by applicable regulations.

7.1.4. SUB-TASK 1.4: SERVICE REQUEST MANAGEMENT(SRM)

ADMINISTRATION

7.1.4.1. The Contractor shall execute the complete process of Service Request

Management administration including receipt, analysis, estimation, pricing, and reporting of Customer Service Requests (CSR). CSRs define requirements that are in-scope of the Task Order but undefined at time of award of the Task Order.

7.1.4.2. The Contractor shall receive, process, price, and estimate solutions to CSRs.

7.1.4.3. The Contractor shall operate, maintain, monitor, and report from, a GFE, web-based CSR tracking tool viewable by the Government 24x7x365. The tracking tool shall be updated within one (1) business day of receipt of a CSR from the

Government.

7.1.4.4. The Contractor shall perform the response activities required to collect the CSR, analyze, request clarification, recommend alternatives, meet with the requestor, and document the response to the CSR. This process shall continue through and including, but not limited to, the requestor’s decision to proceed.

7.1.4.5. The Contractor shall provide CSR Monthly Reports describing the details of received CSRs.

7.1.4.6. The Contractor shall deliver a written, initial technical/price estimate to a CSR within five (5) business days of request unless the Government authorizes an extension based on the complexity of the request.

7.1.4.7. The Contractor shall revise the initial technical/price estimate upon DOT clarification of requirements within five (5) business days of clarification unless the Government authorizes an extension based on complexity of the request.

7.1.4.8. If, at any point within the CSR Administration process, it appears that the requested work is not within current funding, the Contractor shall immediately inform the COR and Contract Specialist.

7.1.5. SUB-TASK 1.5: SERVICE LEVEL MONITORING AND REPORTING

7.1.5.1. The Contractor shall monitor and report on all Service Level Agreements and inform the CO’s Representative when SLAs are being breached or are about to be breached.

7.1.5.2. The Contractor shall report Service Level performance and attainment on a GFE dashboard no less than once a month.

7.1.5.3. The Contractor shall configure, operate, and maintain the GFE service level dashboard.

7.1.5.4. The Contractor shall monitor service level performance, document and report on service level performance, and recommend service level improvement plans.

7.1.5.5. The Contractor shall develop, document, and/or update (where existing) Service

Level Monitoring and Reporting Procedures that meet DOT requirements and adhere to defined DOT policies.

7.1.5.6. The Contractor shall report on SLA Performance and Improvement Results.

7.1.5.7. The Contractor shall provide both ad hoc and new service level reports as well as service level analytics capability.

7.1.5.8. The Contractor shall develop, document, update (where appropriate), and execute service level monitoring and reporting procedures that meet DOT requirements and adhere to defined DOT policies.

7.1.5.9. The Contractor shall furnish an SLA monitoring and reporting tool. Data from the tool shall be exportable to the Government service management system. Data provided by the Contractor must meet requirements for the Government's data center optimization initiative.

7.1.5.10. The Contractor shall report on SLA performance and improvement results.

7.1.5.11. The Contractor shall coordinate SLA monitoring and reporting with designated

DOT representative and third parties.

7.1.5.12. The Contractor shall measure, analyze, and provide management reports on performance relative to SLAs.

7.1.5.13. The Contractor shall develop and deliver SLA improvement plans where SLAs are breached.

7.1.5.14. The Contractor shall implement SLA improvement plans.

7.1.5.15. The Contractor shall provide DOT read only portal access to performance and SLA reporting and monitoring systems in near real time.

7.1.5.16. The Contractor shall respond to inquiries and incidents submitted through the ticketing system in accordance with SLAs.

7.1.6. SUB-TASK 1.6: CROSS-FUNCTIONAL COORDINATION

7.1.6.1. The Contractor shall coordinate with Asset Management (including Hardware and Software), Change Management, Configuration Management, Release

Management, Test Management, Infrastructure Operations, End User

Operations, Data Center Management, and Telephony Management on all changes and daily operations.

7.1.6.2. The Contractor shall comply with all approved plans, policies and standard operating procedures for Asset Management (including Hardware and Software), Change Management, Configuration Management, Release Management and

Test Management, End User Operations and Data Center Management.

7.1.6.3. The Contractor shall submit all changes for review and approval with the appropriate documentation including, but not limited to, change cost, risk impact assessment, security considerations, documented back-out plans, communication plans and communications, implementation plans, and verification steps.

7.1.7. SUB-TASK 1.7: CUSTOMER SERVICE SUPPORT

7.1.7.1. The Contractor shall collaborate with the appropriate OCIO personnel to ensure production of reports and internal delivery processes are in compliance with the

DOT objectives.

7.1.7.2. The Contactor shall track expenditures related to services for which the

Contractor has operational responsibility, and perform analysis of expenditures including, but not limited to, trends in recurring costs and sufficiency of funds in order to drive down costs.

7.1.7.3. The Contactor shall perform routine and ad hoc analysis as required by OCIO personnel to ensure accurate and timely workload data is provided to the respective customers.

7.1.7.4. The Contactor shall process workload data to develop monthly workload reports in accordance with DOT requirements.

7.1.7.5. The Contactor shall develop the workload / billing statements. The billing process is dependent upon timely receipt of accurate workload data for each of the Service Cost Centers from the Contractors.

7.1.7.6. The Contactor shall track expenditures related to services for which the

Contractor has operational responsibility, and perform analysis of expenditures including, but not limited to, trends in recurring costs.

7.1.7.7. The Contactor shall review and provide analysis of the workload data is required to ensure an accurate report of workload data is provided in the Customer Billing statements.

7.1.7.8. The Contractor shall support the OCIO personnel to include, but not be limited to, creation and maintenance of service catalog, product items and all order forms.

7.1.7.9. The Contractor shall support the OCIO personnel to include, but not be limited to, creation and maintenance of all order forms.

7.1.7.10. The Contractor shall support the OCIO personnel to include, but not be limited to, processing customer orders.

7.1.7.11. The Contractor shall support the OCIO personnel to include, but not be limited to, processing monthly customer workload for billing.

7.1.7.12. The Contractor shall survey end-users about their experience and report the results along with analysis during monthly status briefings.

7.1.8. SUB-TASK 1.8: KNOWLEDGE MANAGEMENT

7.1.8.1. The Contractor shall 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 developed through the course of daily operational use, as well as augmented by additional source information.

7.1.8.2. 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.

7.1.8.3. 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.

7.1.8.4. The Contractor shall update the GFE KMS knowledge base with technical solutions to resolved incidents with all information pertinent to trouble tickets including verbiage, codes, etc.

7.1.8.5. 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.

7.1.8.6. 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.

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

7.1.9. SUB-TASK 1.9: AVAILABILITY MANAGEMENT

7.1.9.1. The Contractor shall develop, document, update (where appropriate), and execute availability management procedures and determine appropriate tools and methods that support DOT’s availability management requirements.

7.1.9.2. The Contractor shall maintain high availability of each application in accordance with SLAs.

7.1.9.3. The Contractor shall maintain high data center network availability in accordance with SLAs.

7.1.9.4. The Contractor shall implement Government-approved availability management policies and procedures.

7.1.9.5. The Contractor shall, when requested by the Government, participate in user requirements gathering and analysis when new applications are being defined to ensure that applications are designed to deliver the levels of availability required by the business.

7.1.9.6. The Contractor shall create availability and recovery design criteria to be applied to new or enhanced infrastructure design.

7.1.9.7. The Contractor shall coordinate with the IT service support and service delivery management personnel from DOT and third party contractors to research, review, and assess availability issues and optimization opportunities.

7.1.9.8. The Contractor shall recommend appropriate tools and practices to measure and report on agreed upon availability SLAs for the infrastructure.

7.1.9.9. The Contractor shall implement approved availability SLA measurement tools and practices.

7.1.9.10. The Contractor shall monitor and maintain an awareness of technology advancements and hosting best practices related to availability optimization and periodically provide updates to OCIO management.

7.1.9.11. The Contractor shall utilize and implement standard Agile best practices to increase efficiencies and improve quality of service for infrastructure management.

7.1.9.12. The Contractor shall ensure that all availability management improvement initiatives conform to defined change control procedures.

7.1.9.13. The Contractor shall participate in availability management review sessions as requested.

7.1.9.14. The Contractor shall specifically identify and report on problems related to outage of any system under this task order.

7.1.9.15. The Contractor shall monitor and report actual availability achieved versus targets, and ensure shortfalls are addressed promptly and effectively.

7.1.9.16. The Contractor shall conduct availability assessment review sessions and provide cost- justified improvement recommendations across the service.

7.1.9.17. The Contractor shall coordinate with DOT and third party service contractors to gather information on application availability issues and trends to be used for trend analysis.

7.1.9.18. The Contractor shall produce and maintain a forward-looking availability plan, which coordinates, prioritizes, and plans approved IT availability improvements.

7.1.9.19. The Contractor shall provide a range of IT availability reporting to ensure that agreed levels of availability, reliability, and maintainability are measured and monitored on an ongoing basis.

7.1.9.20. The Contractor shall perform regular reviews of the availability management process and its associated techniques and methods to ensure that all are subjected to continuous improvement and remain fit for their purposes.

7.1.10. SUB-TASK 1.10: CAPACITY MANAGEMENT

7.1.10.1. The Contractor shall develop, document, update (where appropriate), and execute capacity management procedures that meet requirements and adhere to defined policies.

7.1.10.2. The Contractor shall establish and implement a comprehensive capacity management planning process and deliver a Capacity Management Plan which describes processes, procedures, governance, roles and responsibilities for managing datacenter and application hosting capacity.

7.1.10.3. The Contractor shall define, develop, and implement tools that allow for effective capacity monitoring/trending of infrastructure, applications, and components.

7.1.10.4. The Contractor shall assess and report capacity impacts when adding, removing or modifying…