2.2.1- RFP ATTACHEMNT_70B06C23R00000121_PWS Example.docx

Sample Performance Work Statement (PWS) For Customs and Border Protection Technology Support Services

1. BACKGROUND:

As a component of the United States (U.S.) Department of Homeland Security (DHS), Customs and Border Protection (CBP) is responsible for protecting our Nation’s borders in order to prevent terrorists and terrorist weapons from entering the U.S.; while facilitating the flow of legitimate trade and travel. CBP is also responsible for apprehending individuals attempting to enter the U.S. illegally; stemming the flow of drugs and other contraband; protecting our agricultural and economic interests from harmful pests and diseases; protecting American business from theft of their intellectual property; and regulating and facilitating international trade, collecting import duties, and enforcing U.S. trade laws.

Supporting this responsibility CBP as implemented and deployed numerous technology systems across the U. S. that requires constant systems administration and maintenance support services.

2. SCOPE:

Provide performance based systems administration and maintenance support solutions, processes, and procedures necessary to sustain deployed technology and information technology (IT) systems within CBP. These solutions are required across CBP Infrastructure, to include, but not limited to, the following operational areas: Data Center, Help Desk and Field Support Services (e.g., Desk-side support and LAN Administration), Network and Security Operations, and Collaboration Services (e.g., E-mail, Voice, and Video Services). This functional category includes the full range of O&M solutions, from maintaining and upgrading individual pieces of hardware and software to full managed service solutions.

This requirement shall be fulfilled under the Enterprise Acquisition Gateway for Leading-Edge Solutions (EAGLE) Functional Category 2 – Operations and Maintenance.

3. APPLICABLE DOCUMENTS:

CBP System Life Cycle (SLC) Handbook (CIS-HB 5500-07B) dated 9/28/07

4. PERFORMANCE REQUIREMENTS AND STANDARDS:

4.1 Systems Administration Support

4.1.1 Standard Operating Procedures (SOP) - Establish and follow Standard Operating Procedures (SOP) for systems administration.

Performance Standard:

Draft SOP is submitted to the COTR within 10 business days following contract award and contains detailed procedures, reporting requirements, and proposed service level agreements (metrics) for providing all services required by Sections 4.3 through 4.5 of this Performance Work Statement.

Changes to the SOP in response to the COTR’s review of the draft are made within 5 business days of receipt of comments.

4.1.2 Provide systems administration support services. Systems are readily available to customers twenty four hours a day/seven days a week (24X7).

Performance Standard:

Procedures conform to the approved SOP.

4.1.3 Provide 24X7 monitoring of the satisfactory operation and performance of all switches, hubs, routers, and servers.

Performance Standard:

Provide daily written IT downtime reports, which are due 0730 the succeeding day.

No outages occur due to a failure to detect system performance problems during system monitoring.

4.1.4 Provide 24x7 computer room system administration and support for mainframe systems.

Performance Standard:

Ensure Mission Critical Servers or Network Devices have not less than 98.6% of uptime during Key Support Hours (0600-1800) and not less than 91.7% during Non-Key Support Hours daily. Mission Critical Servers or Network Devices are defined as Mail/Application/File servers, Mainframe servers, and Backbone Network Devices Uptime percentage is calculated using the following formula: (total time – scheduled downtime) – unscheduled down time/ total time – scheduled down time = percentage of uptime (i.e., (720 minutes – 120 minutes) – 20 minutes / (720 minutes – 120 minutes) = 96.6%.

Ensure Critical Servers or Network Devices have not less than 97.2% of uptime during Key Support Hours (0600-1800) and not less than 87.5% during Non-Key Support Hours daily. Critical Servers or Network Devices are defined as program specific servers and network from the zone box or switch (if there is no zone box) to the backbone. Uptime percentage is calculated using the following formula: (total time – scheduled down time) – unscheduled down time/ total time – scheduled down time = percentage of uptime (i.e., (720 minutes – 120 minutes) – 20 minutes / (720 minutes – 120 minutes) = 96.6%.

4.1.5 Provide system upgrades and reprogramming to address equipment upgrades or other maintenance operations on the installed equipment and technology refreshment.

Performance Standard:

Procedures conform to the approved SOP.

4.1.6 Evaluate, test, plan, and schedule the installation of new or modified hardware, operating systems, applications software, software fixes, patches, updates/version changes and enhancements.

Performance Standard:

Respond to Help Desk tickets within the timeframes established in the approved SOP.

Procedures conform to the approved SOP.

4.1.7 Manage systems resources including performance, capacity, availability, serviceability, and recoverability.

Performance Standard:

Perform configuration management of server storage space on a weekly basis.

On the 3rd business day of each month, provide:

· A monthly report to the COTR in regards to increases in server space usage.

· A monthly report showing available server storage capacity and allocated space by class of user for each system.

Provide backup services consistent with the approved SOP.

4.1.8 Provide systems programming for all operating systems, as required.

Performance Standard:

Programming is completed in accordance with agreed-upon schedule.

Changed system operates as intended.

4.1.9 Provide troubleshooting, diagnostic and resolution support for agency-hosted applications.

Performance Standard:

Services are provided in accordance with the standards and timeframes contained in the approved SOP.

4.1.10 Perform procedures to prevent the spread of viruses or other malicious system attacks and recover from any incidences.

Performance Standard:

Notify agency personnel within one hour after a virus notice has been received by posting alerts on the agency Information Bulletin Board.

Install an update, prior to close of business the next day.

Respond to Alerts within 24 hours.

Complete Alert tasks within Alert Specifications. Each Alert has its own alert specifications and this information is contained in the alert itself.

Deliver monthly report on viruses by the 3rd business day of the succeeding month.

4.1.11 Create and maintain (including deletion and archiving) user accounts for all classification levels (Unclassified, Classified, TS/SCI) for specialty applications, notebook computers, and other devices/software requiring a login.

Performance Standard:

Establish classified accounts not latter than close of next duty day after receiving the paperwork/email from the Information assurance Office to do so.

Delete accounts within 3 days of notification.

4.1.12 Track hardware and software updates.

Performance Standard:

Log of all software and hardware/ software updates are current, complete and accurate.

Configuration processes are in accordance with approved SOP and agency standards for naming convention, hardware configuration, and software packages.

4.1.13 Provide daily, weekly, monthly and special reports that contain:

Data concerning Systems Administration activity.

Key Systems Administration performance metrics for the period being reported.

Recommendations for improving Systems Administration functions that require changes to the approved SOP.

Performance Standard:

Reports conform to the schedule, frequency and content contained in the approved SOP.

4.2 Hardware Maintenance

4.2.1 Maintenance Plan

Prepare and provide a Maintenance Plan with recommendations for scheduled preventive and emergency maintenance/service, including quality control activities. This plan shall address how the contractor will perform maintenance and shall support the requirements of the CBP System Life Cycle.

Performance Standard:

The draft Maintenance Plan shall be provided 30 days following contract award to the COTR and contains detailed maintenance plans and procedures and proposed service level agreements (metrics) include recommendations for maintenance schedule, including verification standards for Government acceptance of completion of maintenance for providing all services required by Section 4.2 of this Performance Work Statement.

Changes to the Maintenance Plan in response to the COTR’s review of the draft are made within 5 business days of receipt of comments.

4.2.2 Provide hardware maintenance support services to include preventative and remedial maintenance on hardware (i.e., deployed systems, workstations, laptops, notebooks, and peripherals) located at agency sites ensuring agency employees have uninterrupted access to fully functional systems and IT workstations.

Performance Standard:

Agency hardware is maintained at the 99% effectiveness level. The effectiveness level is calculated by dividing the operational hours per month, minus the downtime, by the operational hours. The equipment shall be expected to be in use 8.5 hours per day 5 days per week (inclusive of Government holidays).

All maintenance work (preventive or remedial) is recorded in HEAT (or equivalent tracking system).

4.2.3 Perform preventative maintenance that shall consist of, but not be limited to, the following: Clean, vacuum, and exchange filters, etc. Lubricate. Perform mechanical adjustments to include belts, pulleys, and calibration of read/write heads, etc Perform scheduled diagnostics to check tests and/or replace critical parts and components. NOTE: Diagnostic software shall be protected to allow for "READ ONLY" capability. Report problems and/or recommendations to the COTR and scheduling times to make corrections.

Performance Standard:

Maintenance is performed according to the applicable schedule or intervals established by the Original Equipment Manufacturer (OEM) for each type and model of equipment maintained at the agency.

4.2.4 Perform remedial maintenance.

Performance Standard:

Upon assignment from the Help Desk, Hardware technicians visit VIP workstations within 2 hours and all other workstations within one duty day.

A cost estimate is provided to the COTR before attempting repair of any hardware. NOTE: Items considered beyond economical repair shall be considered for condemnation by the agency if the cumulated combined cost of labor and material required for repair exceeds 75% of the replacement value or the hardware fails 3 times within a 12-month period and the equipment is not under manufacturer warranty.

Within 24 hours of problem diagnosis:

· Repair is made, Or

· Arrangements are made with OEM for repair.

If available, the customer is supplied with replacement equipment pending OEM repair.

All GFE under warranty is repaired, either by getting the repair part from the manufacturer for installation here at the agency or by returning the equipment to the manufacturer for repair. NOTE: The transportation costs of sending the equipment back to the manufacturer will be paid by the agency.

4.2.5 Prepare and submit a site malfunction report on a monthly basis. The report shall contain the following information:

a. A list of all items identified in the site maintenance log.

b. The nature of the malfunction.

c. The remedial actions taken.

d. The status of each action.

e. The total number of maintenance calls for the month.

f. The identification of all outstanding maintenance calls and reason why they are outstanding.

g. The percentage of downtime for the month.

h. Meantime between system repairs.

Performance Standard:

Furnish an electronic copy of all monthly malfunction reports to the COTR, by COB of the third business day of the month following the reporting period. Report contents are accurate, complete and current.

4.3 Service Level Objectives

Provide system support services that meet the service level objectives outlined below. Service level agreements shall include: procurement, installation, initial training, system upgrades, site maintenance, hardware, and software support, routine scheduling, monitoring system applications for abnormal operation, and help desk to support problem resolution.

4.3.1 System Availability

Achieve established system availability, excluding scheduled maintenance as defined below.

Performance Standard:

99.9% of the time, excluding scheduled maintenance as defined below.

4.3.2 Maintenance Support

4.3.2.1 Provide technical services for scheduled preventive and unscheduled on-call maintenance to ensure that the system remains fully operational, to include on site fault isolation, equipment removal repair and installation and test.

Performed according to the applicable approved Maintenance Plan, SOP, and schedule or intervals established by the Original Equipment Manufacturer (OEM) for each type and model of equipment maintained at the agency.

4.3.2.2 Provide U.S. based help desk (telephonic) and on call maintenance support working with the CBP Engineering Networks and Technology Support (ENTS) in responding to Help Desk calls when emergency maintenance and/or repair are required.

Provide Level II and Level III support: twenty four hours a day, seven days a week (24 x 7).

Level II Help Desk support - troubleshoot, diagnose, and correct or resolve the Hardware/Software problem, via the contractor's Help Desk via telephonic or by dispatch.

Level III support - Subject Matter Expert (SME) to provide Hardware/Software expertise to the Level II technician as required via the contractor’s Help Desk and or by dispatch.

4.3.2.3 Provide support to deployed technology systems and applications necessary to achieve established operational readiness.

Performance Standard:

Achieve 98% operational readiness. CBP OIT will provide a method for monitoring operational percentages. Requests for other than normal support shall be made through the COTR, or designated representative, not later than 48 hours (two business days) in advance of the requirement.

4.3.2.4 Coordinate maintenance scheduling with the Field Director and the Field Technology Officer to avoid disruptions. On call maintenance support shall be determined by the priority of the identified problem as outlined below.

4.3.2.5 CBP Network - Troubleshooting of CBP network that connects to the deployed technology systems will be supported by CBP Office of Information and Technology (OIT).

4.3.3 Maintenance Priorities

4.3.3.1 Priority 1 - Operational System Down

Priority 1 - system failing in a deployed operational environment resulting in a complete loss of capability. Severely impacts CBP’s objectives and requires timely response and corrective action.

Performance Standard:

Acknowledgement required 15 minutes after notification. Initial response required 30 minutes following notification. Corrective action required on the same day or no later than one day after required parts become available.

4.3.3.2 Priority 2 - System is Not Functioning as Specified

Priority 2 - system is not behaving as specified. Operational work can continue but system is not performing to specification (degraded) and corrective action is required.

Performance Standard:

Acknowledgement required 1 hour after notification. Initial response required 3 hours following notification. Corrective action required on the same day or no later than one day after required parts become available.

4.3.3.3 Scheduled Maintenance

Scheduled Maintenance - maintenance of the system and network elements to which CBP WAN is connected (a) of which the Government is notified in advance, and (b) that is performed during the agreed to maintenance schedule determined by the local facility manager.

Performance Standard:

Notice of scheduled maintenance shall be provided to the Government’s designated point of contact by the contractor 48 hours in advance in the following order 1) telephone 2) email 3) fax.

4.3.3.4 Mean Time to Respond

Mean time to respond is defined as response time to Government requests for repair and other technical problems (averaged per month on all response times for all submitted trouble calls).

Performance Standard:

Within 30 minutes to Government requests for repair and other technical problems.

4.3.3.5 Mean Time to Repair

Mean time to repair is defined as repairs made resulting from trouble calls made by the Government.

Performance Standard:

The same day, 24 hours for repairs made resulting from trouble calls made by the Government. The time starts after the problem is analyzed and the Government is directly notified that a repair action is required.

4.4 Points of Contact

Provide as part of the service level agreement points of contact (POCs) to include: Primary, Alternate and Help desk support. POC information shall include name, phone number and email address.

4.5 Program Management

Exercise technical direction and control of the performance outcomes required in accomplishing the performance requirements of this PWS.

Performance Standard:

Performance outcomes shall be measured in accordance with the methods outlined in the QASP.

Review of Monthly Program Managers report that is due on the 15th day of each succeeding month following contract award. The report shall contain as a minimum; activity summary, major milestones, open action items, risks and response to risks, earned-value management information.

5. PERFORMANCE STANDARDS

Selective performance standards are included in Section 4 following the performance requirements. These standards shall be adhered to and shall have a direct impact upon the application of incentives or disincentives resulting from the performance of said requirements.

6. INCENTIVES

Incentives shall be applied based upon the results of the contractor’s performance in meeting performance requirements and established performance standards and acceptable quality levels. The QASP shall be used to monitor contractor’s performance and any incentives (positive or negative) shall be applied. Final incentives or disincentives shall be discussed and agreed upon during contract negotiations preceding award and the QASP shall be revised to reflect agreement.

7. DELIVERABLES AND DELIVERY SCHEDULE:

7.1 Standard Operating Procedures (SOP) – 30 days following contract award to the COTR in MS Word or Adobe Acrobat (PDF).

7.2 Draft Maintenance Plan - 30 days following contract award to the COTR in MS Word or Adobe Acrobat (PDF).

7.3 Downtime IT Report - daily, due 7:30 a.m. the succeeding day to the COTR in MS Word, Excel or Adobe Acrobat (PDF).

7.4 Server Report – monthly, due by end of each month to the COTR in MS Word, Excel or Adobe Acrobat (PDF).

7.5 Site Malfunction Report – monthly, due by end of each month to the COTR in MS Word, Excel or Adobe Acrobat (PDF).

7.6 Systems Administration Activity Reports - Daily, Weekly, Monthly and Special Reports, due as outlined in the SOP to the COTR in MS Word, Excel or Adobe Acrobat (PDF).

7.7 Monthly Program Managers Report – due by the 15th of each succeeding month to the COTR in MS Word or Adobe Acrobat (PDF).

8. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION:

Government Furnished Information (GFI) consists of available deployed technology and IT systems data e.g. operational manuals etc. The Government does not anticipate providing any Government Furnished Equipment (GFE).

9. PLACE OF PERFORMANCE:

The place of performance shall be both at the contractor’s facility and designated CBP field locations as outlined in Attachment A – CBP Performance Locations.

10. PERIOD OF PERFORMANCE:

The period of performance shall be one a (1) year base period and four (4) option year periods. The base year shall commence upon task order award.

11. SECURITY:

There are no specific security classification level requirements associated with this procurement action. Information is deemed unclassified. Contractors supporting this action shall be U.S. Citizens, and free of criminal convictions. A full background investigation (BI) and approval is required.

The Contractor shall comply with the CBP administrative, physical and technical security controls to ensure that the Government’s security requirements are met. During the course of this agreement, the Contractor shall not use, disclose, or reproduce data, which bears a restrictive legend, other than as required in the performance of this agreement.

All Contractor employees shall be required to wear CBP identification badges at all times when working in Government facilities.

12. QUALITY ASSURANCE SURVEILLANCE PLAN

See attachment B – Quality Assurance Surveillance Plan (QASP)

13. SPECIAL CONSIDERATIONS:

13.1 Site Surveys

The contractor shall be responsible for conducting site surveys at the designated performance locations to collect information necessary to support this PWS. Site surveys shall be conducted based upon CBP/OFO priorities as designated by the COTR for only those locations identified in Attachment A - CBP Performance Locations. The contractor is required to coordinate with the COTR prior to and during the site surveys.

13.2 Changes to the PWS

No changes to the resulting PWS or cost increases shall be incurred without written prior approval of the Contracting Officer as coordinated by the COTR. Any changes or cost increases will not take effect until the Contracting Officer executes a written modification.

13.3 Travel

Travel shall be required to support performance activities such as meeting attendance and site visits in support of the contract. All local travel for meetings and other information exchange will be reimbursed at the rates in effect at the time of the travel. Local travel is defined as travel within 50 miles of an assigned employee’s CBP office location. The contractor shall be reimbursed for Government approved travel at the rates provided in the Joint Travel Regulations and is inclusive of both local and long distance travel.

Upon written approval from the COTR the contractor shall be required to travel outside the Washington, DC metropolitan area. Long distance travel shall be performed on an as needed basis upon the written authorization of the COTR. Every effort will be made to obtain economic airfares. Per Diem will be reimbursed at Government-approved rates in effect at the time of the travel. A not to exceed (NTE) travel budget shall be established upon contract award to be managed by the contractor and the contractor is required to notify the COTR upon a 75 percent expenditure of travel budget.

13.4 Non-Disclosure of Information

Any information made available to the Contractor by the Government shall be used only for the purpose of carrying out the provisions of this task and shall not be divulged or made known in any manner to any persons except as may be necessary in the performance of the task. Contractors may be requested to sign Non-Disclosure statements.

13.5 Points of Contact

All contract questions and concerns shall be directed to the point of contact as designated below. The Contracting Officer is the only individual with the authority to amend this contract.

Program POC Name Department of Homeland Security CBP, Office of __________ 1300 Pennsylvania Avenue, N.W., Suite _____ Washington, D.C. 20229 202-344-____ (voice) 202-344-____ (fax) Email: _________@dhs.gov

COTR:

Name Department of Homeland Security CBP, Office of __________ 1300 Pennsylvania Avenue, N.W., Suite _____ Washington, D.C. 20229 202-344-____ (voice) 202-344-____ (fax)