954767-20-R-0820 P0001 9.17.20.pdf

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing items 8 and 15, and returning or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

E. IMPORTANT: Contractor is not is required to sign this document and return copies to the issuing office.

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE

2. AMENDMENT/MODIFICATION NUMBER 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQUISITION NUMBER 5. PROJECT NUMBER (If applicable)

7. ADMINISTERED BY (If other than Item 6) CODE

STANDARD FORM 30 (REV. 11/2016)

Prescribed by GSA FAR (48 CFR) 53.243

FACILITY CODE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED (SEE ITEM 11)

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended. is not extended.

12. ACCOUNTING AND APPROPRIATION DATA (If required) copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NUMBER AS DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER

NUMBER IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation data, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15C. DATE SIGNED

15A. NAME AND TITLE OF SIGNER (Type or print)

16C. DATE SIGNED

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

PAGE OF PAGES

6. ISSUED BY CODE

8. NAME AND ADDRESS OF CONTRACTOR (Number, street, county, State and ZIP Code) (X)

CODE

15B. CONTRACTOR/OFFEROR

(Signature of person authorized to sign)

16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

Previous edition unusable

P0001

The Deadline for Receipt of Offers is extended to OCTOBER 30, 12:00 NOON ET The Q&A period will is also extended to SEPTEMBER 30, 12:00 NOON ET.

USHMM has received questions in response to this RFP. Questions and Responses are attached.

UNITED STATES HOLOCAUST MEMORIAL MUSEUM

OFFICE OF FINANCE, DIV. OF PROCUREMENT

954767-20-R-0820

09/17/2020

08/20/2020

Question USHMM Response

1 Can you share "who" is the current incumbent. 1901 Group is the current incumbent

What will be the contract value and set aside for this opportunity?

There is no set aside for this procurement.

USHMM does not disclose budget information.

3 What will be the set aside for this opportunity? See question 2

Is there an incumbent contractor currently providing these services? If yes, please provide us with the contract details. See question 1

5 Who is the incumbent contractor? See question 1

When is the deadline for submission of questions?

The amended deadline is SEPTEMBER 30, 2020, 12:00 NOON ET.

If this is a follow-on requirement, could you please provide the previous contract or task order number? AC9531170016

Could you please confirm the set aside for the subjected requirement whether this for “small business” or “full and open” ?

There is no set aside for this procurement. It is full and open

Is there an incumbent on this contract? If so, please provide the incumbent name, current contract number, Period of performance , value of the contract. If new then please provide the estimated level of efforts ? See question 1 and Question 2

How many resources are currently providing services under this contract?

Does the proposed personnel require to be U.S.

Citizen or Greencard or have Security Clearance?

US Citizen preferred; security clearance not required but would be a plus.

12 what are the resources hours?

Tier 0/1 offisite should be 7x24x365 -- onsite needs to cover 7-6 EST to support our regional offices and can be achieved with staggered hours

Is it the Governments intent that Offerors shall have a CMMI Maturity Appraised Organization in both services and development? If yes, would an ISO 20000-1:2011 certification not suffice for the services? Yes an ISO certification would be sufficient.

Page 2, F.2.1 – Section B.2 says to provide an estimate. Section F.2.1 says deliverables shall be determined during transition and as necessary throughout contract performance. How is industry to provide a good faith estimate that is subsequently converted to a firm fixed price (FFP) prior to contractor award to have the deliverables determined after the fact during transition in period? This approach can lead to an estimate and finalized pricing that could lead to I am ok with this approach contractual issues as FFP will be negotiated and put on contract in advance of deliverables. We recommend that deliverables be defined as part of the proposal process to allow good faith estimates to reflect the work to be performed.

Page 3, F.2.2 – an offeror will propose a project plan that will be evaluated by the government to make an award. The section also says that the project plan will be jointly developed between the contractor and government prior to award.

Jointly developing a project plan may have a material impact on the contractor’s technical approach and pricing. To eliminate this concern, we recommend the RFP language be modified to say that a draft project plan will be submitted with the contractor’s proposal and finalized 7 days after contract award. No objections

Page 18, L.7.1.2.1.(1) – Assume this is 700 network users, not 7,000. Please confirm. 700

Page 27, Exhibit I – Performance Work Statement, Section B, Table 2: USHMM Tools by area outlines tools provided as government furnished equipment (GFE). To ensure contractors provide an accurate good faith estimate please provide a comprehensive list of tools and services that are to be provided by the contractor?

The core tool to be provided by the contractor is the ticketing system which should include service requests, KB articles and optionally change management.

a. In Table 2, the Change Management tool has ServiceNow as an example. The tools listed in Table 2 are GFE. Please confirm that the contractor is not expected to provide a change management tool.

The contractor can always bid a change management system if it is integrated with their ticketing system as a value add.

b. Does the contractor have to provide the configuration management database (CMDB) software? No

c. Does the contractor have to provide an asset management tool? No

d. Does the contractor have to provide the Automated Call Distributor?

Calls should be manned by live personal, so no.

e. Does the contractor have to provide a 1-800 number?

The Museum will provide the 800 number and will route to the tier 0/1 help desk

f. Does the contractor have to provide the ability for USHMM employees to make long distance calls outside of the United States?

The Museum does a lot of International work and it is the expectation that the MSP would be able to support them. To do this, the MSP would need to be able to reach out to them with international calling.

g. Does the contractor have to provide Service Request management tool?

Yes, this would be a part of the ticketing system and a core service offered by the contractor.

Page 27, Exhibit I – Performance Work Statement, Section C, Transition Services

a. Please confirm that the tools mentioned in Table 2 of Section B are fully operational and the only requirements during transition are integration of the contractor’s Incident Management tool as specified in this section.

Yes they are all operational at this point, some will need additional deployment as part of the transition.

b. Please define what “other services as required” refers to under this fixed price contract.

This refers to additional deployments which should be covered by the suggested 3 Tier2/3

FTE.

c. Is a transition plan required as part of the proposal? We recommend this be provided to support the government’s evaluation of an orderly transition of services. See answer to question 15.

Page 28, Exhibit I – Performance Work Statement, II Assumptions. The first bullet says, “The Museum has determined that requests for assistance and problem resolution support will be sustained at current or higher levels under the new contract.” Please define the current level of support provided so it is clear what the minimum level of support required. See Table 10 in RFP

Page 28, Exhibit I – Performance Work Statement, II Assumptions third to last bullet says, “Museum will provide the necessary hardware/software, technical materials to accommodate on-site support”. Can the Museum provide a listing of hardware/software and technical materials that will be provided as GFE?

The contractor will get access to the required GFE's to perform their jobs in addition to Museum issued laptops and desktops with all software in our current image.

Page 32, Exhibit I – Performance Work Statement, at the bottom of Table 4, (and header of Table 7) GFE is spelled out as General Functional Expertise. We assume that GFE should be defined as Government Furnished Equipment. Please confirm.

Yes that is correct. GFE refers to Government Provided Equipment/tools

Page 35, Exhibit I – Performance Work Statement, Table 7 Incident Monitoring and Reporting has SolarWinds as the General Functional Expertise. Please provide a listing of modules installed and that are being used in production today.

The initial deployment for solarwinds that will be made available to the Contractor will be:

DAmeware Remote everywhere and Network Performance Monitor. Network Configuration manager will be in place by the end of the Museum fiscal year. Other components will be added as needed by the Museum IT and ITsec Staff.

Page 35, Exhibit I – Performance Work Statement, Table 7 Second row WiFi. Is the tool setup and configured to provide these reports today?

Yes, the aruba management tool is set up and reports are available

Page 36, Exhibit I – Performance Work Statement, Table 7 Server/Endpoint, CRM Server Support, Finance Server Support, Other Application Server Support, IT/OPS SQL Server Support, storage, and backup have Cohesity listed as general functional expertise. Is Cohesity being provided as GFE and configured or does the contractor have to provide and set-up Cohesity as part of their managed service offering?

Cohesity will eventually be provided as GFE by the Museum during the transition as we transition to the awarded Contractor, the contractor will operate and maintain the Cohesity software and its hardware components as well as the AWS deep archive data.

Page 41, Exhibit I – Performance Work Statement, Section C, IT Managed Service Desk says, “if the service is provided off-site, the contractor must also integrate with on-site

A off-site help desk is required to support our 7x24x365 requirement, provide first call resolution where required and escalation to tier 2/3 resources that will be comprised of Museum IT , ITSEC and contractor personnel.

support.” Is an off-site operations center a requirement? If the answer is no, will the museum provide space and equipment for the contractor team to perform IT Managed Service Desk?

Statement, Section C, IT Managed Service Desk says that the contractor “may” use their existing Service Desk Ticketing System. Similarly, under PWS Section B tools, it says it is “It is desired that the Contractor propose as part of this PWS an Incident Ticketing System (i.e. Service Now, Remedy, etc.). The terms “may”, or “desired”, implies that the contractor could use their ticketing system, but it is not “shall” or requirement. If the contractor elects to not provide their incident ticketing system, will the Museum provide a system as GFE?

It is the expectation of the Museum and to provide a higher quality of service, from day one that the contractor will provide there ticketing management system.

Statement, Section C, 1 – 4 specifies requirements that are typically best fulfilled by a robust IT Service Management (ITSM) solution, such as ServiceNow. Will the contractor be required to provide an ITSM solution that is fully configured and tailored to USHMM as part of their IT Managed Service Desk? If the answer is yes, please provide the additional information as follows:

a. Reporting requirements for Incident Management

Some example reports would be:

- tickets open/close over time

- mean time to closure (MTC)

- tickets per support staff

- MTC per ticket type and by technician

- call wait times

- satisfaction surveys

- reports on breach tickets based on SLAs on Priority type, etc

b. Knowledge Articles. Will the contractor be required to create or provide knowledge articles specific to USHMM or will those be provided to

Knowledge base tools are typically incorporated in an incident ticketing system., which we are looking for the contractor to provide the ticketing system. The Museum will the contractor? If the contractor must create knowledge articles, approximately how many do you estimate as being needed to create? Will the Museum provide the Knowledge Base tool as GFE or is the contractor to provide the tool?

provide the contractor a dump of all current Knowledge base articles which will need to be converted to the new ticketing system. AS for volume of knowledge base articles that is dependent upon incident trends and new roll-outs.

c. Service Catalog. Will the Museum provide the service catalog, or will the contractor need to create as part of on-boarding? If the contractor must create, how many service catalog items currently exist and what is the level of workflow configuration required (simple, moderate, complex)?

The Museum will provide the requirements for the service catalogue around

- account creation

- group membership

- software request based on approved whitelist

- hardware request (computers and peripherals)

- system access request

- printer access/drivers

- toner for personal printers etc...

Page 44, Exhibit I – Performance Work Statement, Section 4 – Self Service Portal (AD Manage or DeepNet) – What is the level of self-service currently provided as part of Managed Service Desk? Please provide additional requirements for this development effort and GFE tools provided to perform the work.

The Museum two GFE products that can perform this function today, DeepNet or Manage Engine. This was previously deployed by the Museum prior to the Museum switching to our current incumbent for MSP services and would like this functionality resurrected as part of this contract.

Page 44, Exhibit I – Performance Work Statement, Section D. The introduction states 5 FTEs as defined in Table 11, however, there are 8 FTEs Listed in Table 11.

At a minimum, onsite tier1 support will require 5 FTE's to have a presences at our core facilities in the DC area. The RFP also called out 3 FTE (tier2/3) for ongoing server support and project work to support Museum operations. Additional Staff to perform tier 0/1 service desk will need to be proposed to support 7x24x365 operations.

a. Please clarify which is correct. See answer for 29

b. Also, the requirement in Table 11 for Enterprise Operations/Data Center is for 24x7x365. However, only 3 technicians are specified. It is not possible to provide 24x7x365 support with only 3 people. Were the hours of coverage in error or the number of technicians?

Is this support required onsite?

Yes we are looking for Tier 0/1 7x24x365 support with escalation to the other FTE's proposed in this RFP and to Museum IT and IT Security staff.

c. In addition, there is no mention of the off-site operations center, are these staff included in the 8 FTEs or in addition to these? No ./. see answer to 29.

d. For the Shapell Conservation Center, coverage is required from 7AM to 5PM Monday – Friday with 1 person, is this correct?

Yes with backup support using the other proposed resources.

Reference Page 46, Exhibit I – Performance Work Statement, Section E. This section says, “In support in the planning and delivery of new IT infrastructure and/or services, Contractor shall utilize onsite resources to implement these projects. The Museum will maintain a bench of additional 3rd party resources that can be used on a Task Order basis as required in order to adequately meet the Museum time constraints.”

Given that the contract type is firm fixed price, how does the Museum envision the role and responsibilities of the Museum and their third-party resources as it relates to the contractor and a firm fixed price contract type? We recommend that any project implementation work be done on a time and materials, task order basis based on negotiated rates.

The intent here is to utilize museum staff, IT security resources and the proposed on site tier 2/3 resources (requirement of this contract) to perform new project work.). In some cases, additional surge capacity is required which will require additional resources. In this scenario, the contractor should indicate that they want to be a part of the bench and to provide a rate structure.

These projects will be run on a T&M basis.

Page 47, Exhibit I – Performance Work Statement, bullet number 5 states “Administer and maintain the Museum’s Project and Task Change Management tracking system.” As shown in Table 2 (Service Now or like tool), what tool the government is providing?

If the Contract has a change management tool that is incorporated in their ticketing system to propose it.

Page 47, Exhibit I – Performance Work Statement, bullet number 7 states “Prepare, maintain, and update baseline documentation for the operational environment using the Museum provided tools.” Can the Museum identify the tools provided to be used for this activity?

Endpoint baselines use JAMF for MACs and MDT for Windows. ITSEC will define the baseline and it is up to the contractor to create the new image with the baseline and to make sure all currently deployed endpoint s match the new baseline.

Page 49, V.A.3. Why is the daily attendance log required for a fixed price contract?

We have had issue in the past where positions where not backfilled when folks were on vacation or on sick leave. We expect these positions to be full staffed all of the time based upon this RFP. We have also had issue with folks starting late or leaving early, so we will monitor this through an attendance log.

Page 50, A.7. Ticket Tracking System Modifications [system to be proposed].” Please provide details on the proposed modifications/changes required to be included in the fixed price estimate?

These will be field/process changes based upon the approved Museum work flows. Other modifications will occur through automated alerting from the monitoring tools and escalation routing of incident tickets.

Exhibit III. PERFORMANCE STANDARDS

REQUIREMENTS AND QUALITY

ASSURANCE SURVEILLANCE PLAN

MATRIX. Performance 8. These activities are not in the PWS. If they are required can they be specifically listed as part of the PWS and additional information provided.

a. 8a. Confirm this is done in the form of creating new Knowledge Base articles Yes

b. 8c. Is the Quarterly newsletter a deliverable as it is not listed as part of the PWS deliverables? Yes

c. 8d. Is it expected that the contractor develops a website? If so, please provide specific requirements for the website to be developed under this fixed price contract.

No.. but will be required to supply materials for publication.

d. 8e. Please provide frequency and duration of briefings and demonstrations. At a minimum, Quarterly

e. 8g. Please provide frequency of on-site visits to outline buildings and if developing the brochure is to be performed by the contractor.

We are expected to have a permanent presence in each of the buildings with the bulk of the staff in our main facility. Brochures and training possibilities should be developed by the contractor based upon ticket analysis and trends in an attempt to reduce commonly opened tickets..

f. 8h. Please provide how many videos and duration of videos to be produced. Are the tools required for the interactive video training provided by the Museum?

The number of videos is dependent upon what issues we are trying to head off and what new applications we are rolling out. The Museum will provide the tool and distribution system.

Is this opportunity for a single award or multiple award? We are asking this because we provide cyber security support – design, architecture, security assessments etc. So we will be happy to apply if you are open to engaging more than one vendor – in which case we can propose to address the cybersecurity components? This way you will have independent (third party) security design and assessment.

Cyber security is not in scope for this award and is already handled by another vendor.

This RFP is to address onsite and remote help desk and to provide endpoint and server support. The reference to "information security services" in Section C. 1. 2 of the RFP is hereby deleted. We anticipate a single award but reserve the right to make multiple awards should be beneficial to the Museum.

I am trying to figure out while going through the RFP if you are expecting a tech to be stationed in that location throughout the duration of the contract or if periodic travel and on-site service in the beginning is all that is required. We do lots of work throughout the nation and internationally and I want to be sure that you're okay with remote work as long as the requirements are met and standard is kept up.

The Museum is expecting both onsite and offsite support as part of this offering. The Museum is expecting onsite tech support on s full time bases at our major locations in the DC (Ross, Portals, Museum and Shapell) with the 3 Tier 2/3 staff stationed in the ROSS building. Remote staffing for tier 0/1 support should be all offsite. Some travel (very limited may be required to our regional offices in Florida, NYC, LA and Chicago).

I wanted to confirm or clarify if past or current performance is required to all be US based support work or can overseas past or present experience be included in the proposal. Preferably all US based work.