Attachment 2_ ESC CSCS Task Performance Work Statement Level 1 Customer Service Desk V4.0 Rev.docx

Enterprise Services Center (ESC)

CUSTOMER SERVICE SUPPORT

Task Performance Work Statement (TPWS)

Level 1 – Customer Service Desk Attachment 2

March 11, 2022

Version 4.0 Rev

Task Performance Work Statement (TPWS) Level 1 - Customer Service Center Service Desk Service Desk and Remote Support Section/AMK-261

Task Reference No.: TBD COR/Routing Symbol: Kristin Taylor (Primary)/Mike McClellin (Alternate COR) AMK-261 Type: Firm Fixed Price Period of Performance: Base Year + four, one-year options

1.0 Introduction and Overview

The Enterprise Services Center (ESC) is an organization located at the Mike Monroney Aeronautical Center (MMAC) in Oklahoma City. The ESC consists of the Enterprise Business Office (AMK-010), the Information and Digital Services Division (AMK-200), and the Financial Services Division (AMK-300). The Information and Digital Services Division (I&DS) provides information technology life cycle management in support of the ESC service portfolio, to include support to financial services and all aspects of technology. The Customer Services Center Branch (AMK-260) is a service area under I&DS.

The Customer Services Center Branch houses the ESC Customer Service Center (CSC) Service Desk. The CSC provides Level 1 desktop, application and financial services service desk support which includes production control and application monitoring.

2.0 Background

The Customer Services Center Branch provides Service Desk and IT Service Management to both DOT and Non-DOT customers. The ESC Service Desk operates 24x7x365/366 providing Level 1 support for desktop, application and financial services for approximately 85,000+ DOT and Non-DOT end users. The Service Desk handles incidents, problems, ‘how to’ questions, change management, and provides an interface for other activities such as customer work order and service requests. The Service Desk ensures the delivery of customer satisfaction and other key measurements of effective IT Services Management through its implementation of Information Technology Infrastucture Library (ITIL) compliant software and best practices. The Service Desk provides production control and application monitoring as well.

The key requirement of this task is to provide service desk delivery following ITIL best practice and production control/system monitoring.

3.0 Description of Work

The Contractor must effectively administer, manage, perform the duties and responsibilities as defined in this TPWS. The ESC uses metrics to measure the Acceptable Performance Levels (APLs) in this TPWS. The Contractor must be responsible for providing project supervision and for assuming a role with the Government in providing technical solutions and in securing and retaining business. Contractor personnel will be performing work as required to accomplish the Customer Services Center Branch requirements.

3.1 Level 1 Service Desk:

The requirement is to support a Service Desk at the MMAC that handles approximately 130,000 calls annually. The Contractor must provide a Service Desk, following ITIL best practice (e.g, incident management, change management, problem management, etc.), supporting DOT and Non-DOT customers nationally. The Contractor must be familiar with and monitor a government furnished Automated Call Distribution/Interactive Voice Recognition (ACD/IVR) phone system. The Contractor must be knowledgeable and understand how to navigate IT Service Management (ITSM) software for ticket/event tracking.

Historical tickets/events data is broken down as follows:

FY16 total events logged: 225,132

Registrations/Reactivates Password Maintenance

FY17 total events logged: 209,033

Registrations/Reactivates Password Maintenance

FY18 total events logged: 183,380

Registrations/Reactivates Password Maintenance

FY19 total events logged: 172,354

Registrations/Reactivates Password Maintenance

FY20 total events logged: 127,748

Registrations/Reactivates Password Maintenance

***Reduction in FY20 based on ESC E2 Travel System Requirement impacted by pandemic which started in March 2020*** FY21 total events logged: 116,629

Registrations/Reactivates Password Maintenance

***Reduction in FY21 based on ESC E2 Travel System Requirement impacted by pandemic which started in March 2020***

The Contractor must manage a level 1 service desk with 24x7x365/366 hours of operation which serves as first point of contact for end users. The contactor must ensure adequate coverage during core business hours, 0500 to 2000 central time.

Current estimated call volume per time of day is as follows:

80% of call volume is from 0630 – 1430 Monday – Friday.

Between the hours of 1430 to 1730 call volume tapers off accounting for approximately 15% of call volume.

Between the hours of 1730 to 0500 call volume accounts for approximately 5% of call volume.

Weekends and holiday call volume is typically very low, accounting for less than 1% of the total.

Service Desk agents are defined as Level 1/Tier 1 Support. The agents must assist customers experiencing password issues, problems with accessing or using computer resources and/or application or financial services issues as well as navigational assistance. The agent must attempt to resolve these events over the phone, escalating problems/issues to technical/functional support personnel (level 2/3) when appropriate. Level 1 does not provide deskside (onsite) support. Work requires documenting and tracking events using government furnished ticketing software.

The Contractor must Develop, maintain and implement a Training Plan (CDRL A004) for Service Desk personnel that specifies training, policies, standards and procedures for operation of a Service Desk. Plan should include procedures for ticket management, incident management and problem escalation as well as new agent and telework training. This will be a living document to be updated by the Contractor throughout the life cycle of the contract. Contents of the plan must be mutally agreed upon by the Government and the Contractor prior to implementation;

Answer 95% of calls presented;

Create a Service Desk event for 100% of phone calls answered;

Monitor email and respond within 30 minutes of receipt;

Create a Service Desk event or attach to existing event for 100% of emails received. This does not apply to informational emails (e.g., broadcast emails, etc.);

Communicate effectively over the phone or in person (Fluent English is required, other languages are welcome.);

Exhibit courteous, professional behavior when interacting with customers;

Clearly and accurately detail, monitor and track all work through events logged and resolved in government furnished ITSM tool (ticketing system);

Update, create or retire level 1 knowledgebase documentation housed in the ITSM tool with government coordination;

Utilize the Knowledgebase when necessary;

Assess each issue/request to determine appropriate course of action;

Access desktops remotely, when applicable;

Escalate call to subject matter experts or Level 2/Tier 2 technicians;

Provide status and outage communication via the phone system and applicable web sites;

Coordinate and/or maintain call back lists, escalation lists, special events, etc., with appropriate customer representative;

Keep users apprised of incident and resolution status;

Collect and review Customer Satisfaction Survey data to improve Service Desk quality;

Maintain a 92% (defined as 3.5 or higher positive rating out of possible 5.0) or greater Customer Satisfaction rating;

Monitor and run reports against the government furnished ACD/IVR phone system to ensure service desk is operating efficiently and to provide quality checks;

Monitor and run reports against the government furnished ITSM tool to ensure quality of tickets;

Provide detailed data reports that demonstrate performance measures are being met;

Be familiar with and practice ITIL standards in relation to the ITSM service desk software tool;

Ensure all service desk agents are Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (SCA) certified (or equivalent) within four months of hire date;

Support any and all future technologies as well as application upgrades/changes that the current CSC supported customer base implements.

3.2 Production Control and System Monitoring

The Contractor must provide Production Control and Monitoring Services as a collateral duty of the service desk. The Contractor must provide coverage 24 hours a day, seven days a week, 365/366 days a year. The Contractor must provide Production Control support for global applications on the FAA mainframe as well as monitoring services for the Enterprise Data Center (EDC) within the ESC in Oklahoma City.

The Contractor must:

Monitor mainframe system consoles and system log for abnormal job terminations and shout messages every 15 minutes;

Document event in the ITSM tool for abnormal job terminations 100% of the time;

Provide information related to mainframe operational status, abnormal terminations, and performance problems to the appropriate system technical staff per knowledge documentation;

Answer Production Control hotline phone and provide applicable support needed to resolve issue;

Monitor appropriate production control email box for system generated error messages and ticket requests;

Reset and reestablish user status in servers, printers and online systems such as COM-PLETE, Time Share Option (TSO), and Customer Information Control System (CICS);

Perform system and application startup and shut down activities upon request;

Execute console commands;

Coordinate with system software staff and mainframe service provider to resolve abnormal job terminations and assist in identifying hardware/software problems that may have contributed to the termination;

Fully document, report, and coordinate all production control problems identified by and/or reported by creating events and tracking from open to close status;

Restart jobs manually or through Control-R at the direction of application or technical support personnel and coordinate manual submission of batch jobs with applications personnel when applicable;

Monitor all dashboards and monitoring tools, creating an event as required per the knowledgebase;

Coordinate, maintain and utilize call back lists, escalation lists, special events, etc., with appropriate customer representative;

Configure government furnished monitoring tools and displays for wall monitors.

4.0 Definitions/Acronyms

Automated Call Distribution (ACD). An add-on feature to Customer Interaction Center PBX’s (phone switches), ACD’s intelligently handle and route incoming calls based on defined criteria (e.g., next available employee, skill set, workload, group, etc.).

Change. The process of moving from one defined Change Management state to another.

Change Request (CR). There are two types of change requests. The first is a customer initiated change request (e.g., new computer set-up; etc.). The second is a formal request submitted to the Change Control Board (CCB) to change the IT infrastructure, services, or documentation.

CICS. An inter-active telecommunications software package that is capable of providing on-line real-time processing to all terminals and printers established on the network.

COM-PLETE. Mainframe online system. Manages the interactive execution of programs and utilities, and controls access to shared system resources.

Computer Based Training (CBT). Training done via computers, web-based, packaged and hosted videos. Advantages are less expensive to deliver than Facility Led Training (FLT), less labor (no instructor), greater productivity because representatives are not off the phones for long periods of time, and can be delivered to a representatives’ desktop eliminating the need for a classroom. Limitations are that CBT does not provide human reinforcement, it’s not as effective for soft skills training, and lacks group interaction.

Configuration Item (CI). Any component of the IT infrastructure including documentation such as a Change Request (CR), which is under the control of configuration management.

Configuration Management Data Base (CMDB). A database in which accurate, up to date information about CIs and their relationships is stored.

Contracting Officer (CO). The person authorized to act on behalf of the Government to negotiate and award contracts and modifications thereto, and to administer contracts through completion or termination. Except for certain limited authority delegated by the CO to a technical representative, the CO is the only individual with the authority to direct the work of the Contractor.

Contracting Officer’s Representative (COR). The Government representative responsible for technical content of the contract and any subsequent task(s). This person will be responsible for monitoring Contractor’s performance and will be involved with modifications or changes to the contract or Statement of Work, Program Reviews, and overall Contractor’s performance.

Customer Service Center (CSC). The organization in ESC that provides service desk, production control, and ITSM administration support for the FAA, DOT and other federal agencies. It is located at the Mike Monroney Aeronautical Center in Oklahoma City.

DOT. Department of Transportation.

Escalation. Passing information about, or requesting action upon an incident, problem or change to more senior staff or other specialists.

FAA. Federal Aviation Administration.

Frequently Asked Questions (FAQs). A list of questions that are repetitively asked of Customer Support Representatives. If a user views the FAQ list, they will find answers to the most commonly asked questions, saving the support organization time and effort in handling repeat questions or problems.

Incident. Event which is not part of the standard operation of services and causes an interruption to, or a reduction of, the quality of that service.

Incident Management Process. A stepwise progression of the procedures necessary to restore IT services, as well as those necessary to manage the ongoing process.

Information Technology Infrastructure Library (ITIL). A set of internal directions for managing organizations that focuses on IT. ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of well-defined best practices, drawn from public and private sectors, and includes a comprehensive qualification scheme, accredited training, organizations and supporting implementation and assessment tools. ITIL is an overall plan for managing information technology services.

IT Service Management (ITSM). refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers.

Intranet. A network internal to an organization that is based on the protocols of the Internet (namely TCP/IP).

MMAC Program Manager. The Government representative responsible for managing the contract at a high level. For example, involved with modifications or changes to the contract or Performance Work Statement, Program Reviews, and overall Contractor’s performance.

Time Share Option (TSO). An interactive time-sharing environment for IBM mainframe operating systems, including OS/360 MVT, OS/VS2 (SVS), MVS, OS/390, and z/OS.

5.0 Performance Outcome(s)/Deliverable(s)

5.1 Outcome No. 1: Service Desk

Provide 24X7X365/366 desktop, application, and financial support service desk to support calls, utilizing ITIL best practices.

5.1.1 Task 1: Level 1 Support

a. Deliverable(s):

1. Answer 95% of calls presented;

2. Ensure a ticket is logged in ITSM tool for 100% of phone calls answered;

3. Provide adequate coverage during core business hours, 0500 to 2000 central time 100% of the time. In addition, provide adequate coverage for swing shifts, graveyard shifts, weekend shifts and federal holidays 100% of the time unless otherwise instructed by the government;

4. Customer satisfaction ratings must be at 92% or higher.

5.1.2 Task 2: Certifed Agents

a. Deliverable(s):

1. Hire Help Desk Institute (HDI) Certified Support Center Analysts or equivalent or ensure certified within four (4) months of hire.

5.2 Outcome No. 2: Production Control and System Monitoring

Provide Production Control support for global applications on the FAA mainframe as well as monitoring services for the Enterprise Data Center (EDC) within the ESC in Oklahoma City.

5.2.1 Task 1: Production Control and System Monitoring

a. Deliverable(s):

1. No more than 2 complaints per quarter from a supported customer.

5.3 Tiers:

Tier 1: 55,000 tickets per year Tier 2: 80,000 tickets per year Tier 3: 105,000 tickets per year Tier 4: 130,000 tickets per year Tier 5: 155,000 tickets per year Tier 6: 180,000 tickets per year Add-on (Tier A): 6,250 tickets per quarter Add on will be implemented when highest tier (Tier 6) volume is exceeded.

6.0 Reference Documents

Miscellanous Work Instruction

Available after award

7.0 TPWS Support Requirements

Contractor must provide a on-site task lead functions to include:

a. Coordinating with the COR on task issues/concerns;

b. Performing work on the task;

c. Providing OJT to new contract employees;

d. Managing and assigning work to contract employees;

e. Managing contract employees leave, schedules, timecards, etc.

f. Responsible for quality assurance and monitoring;

g. Resolve discipline actions with the Contractor’s employees;

h. Address disputes/customer complaints with COR;

i. Attend meetings pertaining to contract performance as required by the CO/COR or Contractor PM.

8.0 Place of Performance

The contract is to be performed primarily at the Mike Monroney Aeronautical Center (MMAC), 6500 South MacArthur Blvd, Oklahoma City, Oklahoma, unless otherwise mutually agreed upon between the Government and Contractor. Should the successful Contrator’s proposal include provisions for Contractor personnel to work at a location other than the MMAC, the Contractor’s pricing must include all proposed costs relative to Contractor personnel working at the off-site facility. Place of Performance must be in the 48 contiguous states.

9.0 Work Schedule

CSC Service Desk Hours of Operation: 24x7x365/366, including all Federal holidays. Telework is authorized and must be coordinated. Reference paragraph 2.8 of the PWS.

10.0 Training

Training may be required, reference paragraph 2.10 of the PWS.

11.0 Travel

Travel may be required, reference paragraph 2.9 of the PWS.

12.0 Privacy and Security Requirements

ESC Service Desk agents duties, functions and tasks performed require a Moderate Risk security clearance. The costs associated with security background checks for Contractor employees will be the responsibility of and born by the Contractor.

13.0 Government Furnished Property (if applicable)

Reference paragraph 3.3 of the PWS.

14.0 Government Surveillance - Inspection and Acceptance Criteria The Government will evaluate the Contractor’s performance on this task in accordance with the Technical Exhibits provided in Section 15.0 below.

The Exhibits are focused on what the Government will do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

15.0 Technical Exhibits:

15.1 Technical Exhibit 1 - Performance Requirements Summary

The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

TPWS Paragraph 5.1.1 – Level 1 Support

TPWS Paragraph 5.2.1 Production Control and System monitoring

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