RFI Conference_User Support_03-24-09.ppt

Information and Technology for Better Decision Making 25 March 2009

Defense Manpower Data Center Information and Technology for Better Decision Making

Enterprise User Support Pre-Solicitation Conference Presented by GSA and DMDC

25 March 2009

Debra Bouchard, GSA Project Manager for DMDC Robert Jones Jr. , Chief of Acquisitions, DMDC Vanessa Pappalardo, GSA Contracting Officer

Welcome and Introductions

25 March 2009

Agenda

Task 1: Technical Services for Site Support Task 2: DMDC User Support

About DMDC

25 March 2009

DMDC Mission DMDC is the DoD enterprise human resource information source, providing secure services and solutions to support the Department's mission Strategic Goals Promote DMDC’s core values and sustain a highly skilled and motivated workforce Be a leader in joint information sharing and decision support on DoD human resource issues Be the central source to identify, authenticate, authorize and provide information on DoD affiliated personnel Be the one, central access point for information and assistance on DoD entitlements, benefits and medical readiness for uniformed services’ members, veterans and their families Expand Electronic Government, in the broadest sense, across the DoD and its partners

25 March 2009

What Major Functional Areas Does DMDC Support?

Guard and Reserve Components Medical Force Management Readiness Financial Analysis, Fraud, Waste, and Abuse Combatant Commands and Military Services Personnel Policy Surveys, Research and Studies Acquisition, Technology and Logistics Personnel Identity Protection DMDC Support

Person Data Repository Authoritative Source for Unique Identification of Individuals

Organizational Structure

DHRA Headquarters DUSD (Program Integration) Deputy Director DHRA Under Secretary of Defense (Personnel & Readiness) Director Defense Human Resource Activity Operating Locations Computer Support

DMDC Organization – Key Executives

Mary Dixon, Director Mark Breckenridge, Deputy Director Bill Boggess, Chief Information Officer

Marianna Martineau, Business Operations & Management Lynne Prince, Card Technology & Identity Solutions Frank Jones, Personnel Identity Protection Solution (PIPS) Kris Hoffman, Data, Analysis & Programs Wade Shaffer, Systems & Technical Support Mike Masica, Operations Support Janine Groth, DEERS Kathy Henderson, Beneficiary Support & Services Tim Elig, Survey & Program Evaluation Dan Segall, Personnel Testing Pam Jay, COR User Support

What Are DMDC’s Business Lines?

Personnel identification, validation and authentication for logical and physical access 41% 16% 17% 26% Research, surveys, testing, and reporting for decision support Entitlements, benefits and medical readiness

Database development and support for personnel data and reporting

Who are the Customers for DMDC’s Business Lines?

41% 16% 17% 26% Research, surveys, testing and reporting for decision support Personnel identification, validation and authentication for logical and physical access Database development and support for personnel data and reporting Entitlements, benefits and medical readiness Person Data Repository

About the User Support Contract

25 March 2009

Primary Goal of the User Support Contract World class enterprise support services

DMDC helpdesk (hardware, software, user account security, communications, and application questions) OCONUS regional support centers (installation services, DBA support, communications engineering, beta testing, site assistance visits, beneficiary eligibility assistance) Engage with Service partners, across the DMDC enterprise, to ensure that customers worldwide receive timely, high quality support – “One DMDC” vision to user/customers

DMDC Products, Services and Applications

Sample DMDC Products, Services and Applications

Identification System (DCCIS)

System (DBIDS)

DMDC’s identity solutions improve our ability to protect personal privacy and mitigate the effects of identity theft

25 March 2009

Defense Enrollment Eligibility Reporting System

(DEERS)

A worldwide database that:

Is the central DoD repository of all personnel affiliated with the Department Identifies individuals eligible for DoD benefits / entitlements / credentials Ensures only eligible beneficiaries receive benefits / entitlements, reducing fraud and abuse Collects and maintains demographic data on eligible beneficiaries to improve management, planning and allocation of DoD benefits resources DEERS provides over 22 applications and 25 interfaces to hundreds of systems that support the Military Healthcare System

25 March 2009

Real-Time Automated Personnel Identification System (RAPIDS)

The Uniformed Services DoD civilians Public Health Service National Oceanic & Atmospheric Administration (NOAA) DoD contractors Other eligible DoD credential holders Interfaces to the PDR and DoD PKI repositories for credential and identity services

25 March 2009

RAPIDS Sites Deployed Worldwide

Over 1400 Production Sites Deployed Worldwide

788 U.S. Sites (including Alaska, Hawaii and territories) Desktop WS = 1414 96 European/SWA Sites (Including Afghanistan, Africa, Australia, Bahrain, Bosnia, Egypt, Germany, Kuwait, Iraq, Italy, Netherlands, Norway, Portugal, Qatar, Saudi Arabia, Spain, Turkey, United Kingdom, Uzbekistan, and Yugoslavia) Desktop WS = 130 35 Asia Pacific Sites (Including Australia, Diego Garcia, Guam, Korea, Japan, Marshall Islands, Singapore, and Thailand) Desktop WS = 58 540 Deployable Sites (Able to be deployed worldwide) Navy shipboard and Service deployable units Deployable WS = 547

Common Access Card (CAC)

CAC Card Next Generation CAC Card DoD enterprise-wide solution for digital credentials and e-Gov paperless transactions--enterprise physical & logical security credential

Mated with ASD(NII) enterprise solution for Public Key Infrastructure (PKI) Used for digital authentication, digital signature, and e-mail encryption

1,400+ sites, over 2,100 workstations; 10M cards issued

3.6M in circulation

Issuing cards with all functionality within target time parameters

About 20 minutes, with PKI certificates

Supports Homeland Security Presidential Directive 12 and the Federal Information Processing Standards 201 directive

Personal Identity Verification for Federal employees and contractors

25 March 2009

Contractor Verification System (CVS) DMDC sponsored and supported secure web-based application

Automates the DD Form 1172-2 process Serves as the authoritative data-feed for DoD contractor and other Government affiliate’s data into the Defense Enrollment Eligibility Reporting System (DEERS)

25 March 2009

CAC PIN Reset (CPR)

25 March 2009

CAC User Maintenance Portal (UMP) and Post-Issuance Portal (PIP)

25 March 2009

Defense Biometric Identification System (DBIDS)

DBIDS is an Identity Management and Force Protection System Independence Operates independently of central server in case of connectivity loss

Flexible Allows level of authentication to vary by threat level or at local commander’s option

Rules Driven Configurable by local authorities to meet their business rules for access

Scalable Can cover a building, installation, or an entire theater of operations

Identification Uses all existing DoD-issued identification credentials

Personal Info Contains information on the individual, a digital photo, and biometrics

Badges Issues badges for individuals (e.g. vendors, third country nationals) not authorized DoD credentials under DoD Instruction 1000.25 and in support of DoD Instruction 5200.08R DBIDS is currently deployed at over 316 gates for over 170 sites. Over 1.6M people are registered and use DBIDS regularly for access

25 March 2009

DBIDS Deployed and Operational Worldwide

CONUS:

POM, NPS, Ft. Hood, Ft. Dix, Red River Army Depot, Concord, 13 AF Sites Europe (USAREUR & USAFE):

93 locations Southwest Asia:

15 Locations, incl:

Manas, Kyrgyzstan Al Dhafra, UAE Al Udeid, As Sayliyah & Camp Dohar, Qatar Ali Al Salem, Arifjan & KCIA, Kuwait Eskan Village, Saudi Arabia NSA Bahrain, Bahrain Asia:

45 Locations USFK: 35 Locations Japan: 5 Locations PI: 5 Locations

GRETA

DMDC Authentication Systems

Authenticates

DoD ID credential holders at DoD bases and facilities for physical access Authenticates

Federated commercial and government ID credential holders at each other’s facilities Features:

- Secure, Web-based access within DoD and between partners

- Signed delivery of authentication data including biometrics

- Trust server can be scaled to add federated partners quickly

- Standard interface using extensible mark up language (XML) DoD National Visitors Center

(DNVC)

DoD Cross-Credentialing Identification System (DCCIS)

Noncombatant Evacuation Operations (NEO) Tracking System (NTS)/Emergency Tracking Accountability System (ETAS)

Mission

Identifies and tracks noncombatant evacuees as they move through the evacuation pipeline Provides visibility of noncombatant personnel through up to date reports and queries Quickly and accurately collects and transmits information Uses scanned credentials or manual input Registers personnel at each point of departure or arrival Pushes status reports and information to a website Communicates via POTS and satellite phone Joint Publication 3-68 Noncombatant Evacuation Operations, 22 Jan 07, stipulates use of NTS unless lack of time and inadequate security preclude its use Contingency system not used on a daily basis Noncombatant Evacuation Operations (NEO) Tracking System (NTS)/Emergency Tracking Accountability System (ETAS)

Automated Repatriation Reporting System (ARRS)

Evacuees from NEO Tracking System (NTS) Repatriation Sites 13 Total DMDC’s Central Database Repatriation Centers 6 Total Completed DD Form 2585 Updates & Queries Web Reports

1) DEERS Data

2) NEO Data (NTS)

3) DD Form 2585 (Repatriation Processing Sheet)

NTS

Closure

25 March 2009

Security Online Web Application The DMDC Security Online Web Application was developed by DMDC to provide a means for Site Security Managers (SSMs) to perform functions related to the availability of other DMDC applications to users at a site. Specifically, SSMs use the Security Online Web Application to:

Add users to their site Grant or revoke permission for users to access particular applications Update the e-mail address and title of users Activate or deactivate users View and update their site information

Web-based Data Delivery Systems

Staffing levels & demographics...

People finders...

Activity locators...

Personnel services...

Civilian Employer Information for Guard & Reserve Members Verification of Military Experience & Training Immunization Compliance

Military entitlements...

Family Service members’ Group Life Insurance Family Subsistence Supplemental Allowance Program TRICARE Reserve Select

General DoD Information...

http://www.dmdc.osd.mil/profile Web sites

Information about the Requirements

25 March 2009

Contractor Support Requirements Requirements are divided into two major task areas:

Task 1: Technical Services for Site Support Database / Server Support Communications Engineering Support OCONUS Support

Task 2: DMDC User Support User Support Analysis / Tiger Team User Help Desk Support Cardstock and Consumable Support

25 March 2009

Task 1: Technical Services for Site Support Likely Contract Type for Task 1

Time & Materials

Overview

Subtask 1.1 Database / Server Support Database / Server Installation / Administration / Maintenance / Reporting Database / Server Administration and Management / Reporting Subtask 1.2 Communications Engineering Support DMDC Database / Server Maintenance Server Installation CA Unicenter Advanced Help Desk (or other IMS) / Service Desk Database Administration LAN/WAN Support Network Architecture & Design Network Management Network Security

25 March 2009

Task 1: Technical Services for Site Support (cont’d) Overview (cont’d)

Subtask 1.3 OCONUS Support Site Specific Installation / Upgrades Site Surveys Installations Hardware / Software Upgrades Relocations De-installations Excessing Equipment Configuration Management On-site Training Site Assistance Visits (SAVs) Beneficiary Support Beta Support

25 March 2009

Task 2: DMDC User Support Likely Contract Type for Task 2

Fixed Price

Overview

Subtask 2.1 User Support Analysis / Tiger Team (optional) Previous support has included CAC Printer Analysis High CAC Failure Rate Analysis Performance Analysis of TRICARE Applications and Interfaces Third Party SME Analysis

25 March 2009

Task 2: DMDC User Support (cont’d) Overview (cont’d)

User Help Desk Support Network Troubleshooting Software Upgrade Support Hardware Support Beta Testing TRICARE Support Proactive monitoring of web-based applications Security Support Site Management Support User Account Management Support Continuity of Operations Planning (COOP) Training System Restoration Team (SRT)

25 March 2009

Task 2: DMDC User Support (cont’d) Overview (cont’d)

Cardstock and Consumable Support Warehousing Distribution Returned Cardstock and Consumables

Key Issues

25 March 2009

Key Issues Support is required for a broad spectrum of systems, applications, customers and users

The successful contractor will need to have the capacity to fully support the entire spectrum of the DMDC User Community equally well

DMDC has multiple applications that range from “view only” web-based systems to complex applications with multiple peripherals The DMDC User Community is diverse in its technical capabilities Low level of technical proficiency to a very high level of technical proficiency

25 March 2009

Key Issues (cont’d) Flexibility to increase or decrease the level of support

The successful contractor must have the ability to ramp up / ramp down support and staffing levels to support the level of effort required to maintain the operation of DMDC systems and sustain SLAs

Examples may include:

Increase in Helpdesk call volume Rapid increase in installers overseas Increase Helpdesk staff to support deployment operations Release of new or upgraded applications Security patches with short suspense fielding requirements

25 March 2009

Key Issues (cont’d) Protection of Personally Identifiable Information (PII)

Protection of PII is a key element of this contract. DMDC, as the keeper of records on over 35 million individuals, has zero tolerance for disclosure of this data. Under this contract, the vendor will have access to PII data on, not only our users, but on records in DEERS as well. The contractor’s approach and history for privacy protection is very important to DMDC.

Performance-Based Metrics

25 March 2009

Performance-Based Metrics

25 March 2009

DMDC User Support – Key Metrics Key Metrics

Time to Answer Calls Trouble Tickets resolved During Initial Call Trouble Tickets resolved within 24 hours Trouble Tickets resolved within 48 hours Cardstock / Consumables Shipment Cardstock Returns Quality and Timeliness of Deliverables Customer Satisfaction

RFI Questions

25 March 2009

RFI Questions The Government seeks innovative, cost-effective approaches to ensure optimized system performance and availability while sustaining overall user satisfaction. .

What are some of the innovative, best practices that your company has implemented with other government and industry clients for whom you provide services similar to those described in the draft Performance Work Statement (PWS)?

The Government is seeking innovative, cost-effective solutions that are contractor-owned and are interoperable within the existing DMDC infrastructure.

Can your company provide cost-effective solutions while still allowing seamless connectivity and a “One Trouble Ticket System” working with our other contractor partners?

25 March 2009

RFI Questions (cont’d) Alternative 2.

Does your company have interest in submitting a proposal under Alternative 2, as described in the PWS? If so, what additional information, if any, would you require to submit such a proposal?

DMDC applications are available 24 x 7 / 365 days a year to service our global users.

Describe your company’s ability to support worldwide operations with no service degradation.

COOP.

Describe your company’s ability to support Disaster Recovery and Continuity of Operations with alternate site(s) and/or remote solutions.

25 March 2009

RFI Questions (cont’d)

OCONUS.

Describe your company’s ability to support OCONUS (Outside Continental US) as it relates to the resource and service requirements contained in the draft PWS.

SOFA.

Discuss your company’s understanding of Status of Forces Agreement (SOFA), Articles 72 and 73. In addition, what is your company’s understanding of and capability to staff under the TESA process, administered through DOCPER based in Hammond Barracks in Germany?

Forward Deployed Location Support.

Discuss your company’s requirements and cost factors to provide user support in forward deployed locations such as Iraq or Afghanistan. The Government’s requirements could range from permanent full-time to short term, temporary duty.

25 March 2009

RFI Questions (cont’d) Local Hire non-SOFA/TESA.

Describe your company’s capability to hire local (non-SOFA/TESA) support OCONUS.

Transition.

Given the opportunity to select the appropriate transition time for this effort, how much time would you allow to aid in a smooth transition from the incumbent contractor to your company? Can your company support the full operation of the helpdesk prior to Government infrastructure being installed?

25 March 2009

RFI Questions (cont’d) To promote superior performance and to provide the government insight into performance trends and customer satisfaction, metrics will be reported on at least a monthly basis.

What metrics are most commonly used by your government and industry customers to measure helpdesk performance and/or quality?

What performance metric, introduced in the last four years, has most helped your customers assess the services provided to the end users? Why?

What is the range of Acceptable Quality Levels (AQLs) for these metrics?

What approaches (systemic, manual sampling, customer interviews, etc.) are you using to measure quality and customer satisfaction? What technologies are used to perform trend analysis on performance and how is that trend analysis reported?

25 March 2009

RFI Questions (cont’d)

25 March 2009

RFI Questions (cont’d) As part of this requirement, we have the occasional need for resources to support Analysis/Tiger Teams to address issues that come up. As this is not a consistent need, we have had problems in the past in securing the appropriate knowledgeable resources in a timely manner to dedicate to these Tiger Teams without negatively impacting on-going support activities.

How would your company address this issue so that knowledgeable resources would be available on an as-needed basis? Would this be most appropriate as part of the FFP or T&M tasks?

25 March 2009

RFI Questions (cont’d)

25 March 2009

RFI Questions (cont’d)

Technical Systems Demonstrations

25 March 2009

Technical Systems Demonstrations 11:00am

25 March 2009

DSC Caller Scenarios – Web Security Online

Customer Service

DSC Agent

25 March 2009

DSC Caller Scenarios – Web Medical

DSC Callers

25 March 2009

DSC Caller Scenarios – Medical (cont.)

25 March 2009

DSC Caller Scenario – Web General

Break for Demonstrations

Thank You for Participating!

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FEB 2004

Defense Manpower Data Center

DMDC Support Office Overview

Prepared for

Admiral Mayo

11 Feb 2004

Presented by

Kathy Henderson

Director

DMDC Support Office

This version of the DMDC Overview is designed for interactive, on-screen projected presentations only. If you want to create a hard copy version for hand outs, please use these other templates available in either color or black & white.

Hard copy color version of Overview (xxxx indicates mo & yr created) dmdcxxxx_hardcopy_color.ppt

Template for hard copy color version (new look & feel) template_hardcopy_color.pot

Hard copy black & white version (xxxx indicates mo & yr created) dmdcxxxx_hardcopy_b&w.ppt

Template for hard copy black & white version (new look & feel) template_hardcopy_b&w.pot

It is critical that you decide beforehand which type of presentation that you wish to give. If you want to have an electronic version for projection then I strongly recommend that you create a separate hard copy version for handouts. You will have fewer problems in the long run by having two versions than trying to make one version do it all.

Agenda

Mission

Areas of Responsibility

Questions

Tour

DSO Mission

To provide world-class customer service to the DoD Beneficiary Community

Knowledgeable staff members

Employ best-in-class tools

Continual business process improvements

Areas of Responsibility

Call Center

Research and Analysis

Customer Support Operations

Contact Center Consultant

Training Coordinator

Call Center

Beneficiary line

Provides assistance to beneficiaries with problems related to eligibility for DoD benefits.

1 toll-free number

Averages 2,500 - 3,000 calls per day

Field Support help desk

Provides assistance to Verifying Officials, Service Personnel and Medical Project Officers, TRICARE representatives.

1 toll-free number and 2 DSN lines

Averages 500 calls per day

Research and Analysis

Respond to Inquiries

White House, Congress, OSD, TMA, and the Service Personnel and Medical Project Officers

TRICARE

Standard inquiries about TRICARE eligibility

Enrollment/Disenrollment corrections

New e-mail for buffering issues

Overrides

Confirmation of eligibility/ineligibility (CoCC)

Research cases involving potential fraud

Beneficiary Letter mailings

Walk-Ins

Customer Support Operations

Process mail and special mailings

Scan DD Forms -1172,1172-2, 2841 and 2842

Universal TRICARE Beneficiary Cards

Process Military Funeral Honor requests

Panoral Radiographs (panograph)

DMDC maintains the designated Central Panograph Storage Facility (CFSF) for duplicate panographs used in the identification of human remains.

More than 7,500,000 received and processed

Over 1,300 retrievals

Effective Jan 97, panographs were no longer processed into the CPSF, as DNA is a means for casualty identification

577 panographs have been requested for Iraqi Freedom

Summary

Future Plans

Beneficiary Self Service

Paperless transactions

Focus on cost reduction

Questions?

DSO Tour

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