SOW7 RFI Conference Minutes_04-08-09.pdf

Pre-Solicitation Conference

Enterprise User Support

Meeting Agenda and Minutes

Meeting Date Scheduled Time Location 25 March 2009 09:00 – 13:30 400 Gigling Road, Seaside, CA

Meeting Purpose(s) Sponsor a Pre-Solicitation Conference to review DMDC objectives, requirements and systems pertaining to the Request for Information (RFI) issued 13 March 2009.

Attendees Name Company Name Company Robert Jones * DMDC Patrick Lusk ManTech Debra Bouchard* GSA Charles Church Affiliated Computer Services Inc.

Susan Sturges DMDC Evan Ehrlich PESystems Inc.

Lynda Cole DMDC Deborah Dornath Northrup Grumman Rob Devlin * (demo) DMDC Michael Bryant Northrop Grumman Wade Shaffer DMDC Mugur Georgescu Northrop Grumman Victoria Galante DMDC David Lauricella Northrop Grumman Andrew Daniels BearingPoint Carol McGregor Trofholz Tech Jonathan Shu* (demo) DMDC Gregory Williams IBM Nancy Littlejohn* (demo)

DMDC Deb Kotulich IBM

Eric Rodriguez * (demo) DMDC Russ Scott STG, Inc.

Denise McFaddin* (demo)

DMDC Mark Griffin TELOS Identity Mgt. Solutions

Kevin Petty* (demo) DMDC Steven Swiery EDS HP Bill Cary EDS HP

*presenter

Agenda (Times are approximate) Time Subject 09:00 Presentation by GSA and DMDC 11:00 System Demos 13:00 Conclusion of Presentation/Questions

Documentation Presentation slide deck: “RFI Conference_User Support_03-24-09.ppt”

Minutes Topic Discussion Notes Welcome and Introductions (slide 2)

Ms. Bouchard (GSA) began the presentation by stating that the purpose of the RFI was to solicit input from the vendor community for the “best practices” and the “innovative solutions” in which to execute this initiative. She noted that everyone

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Minutes should feel free to ask questions and that there should be an exchange of ideas between the vendors and DMDC. Ms. Bouchard asked that any follow-up questions come to her at GSA and she would coordinate all responses. Ms.

Bouchard explained that the CO would not be in attendance at this meeting, and introduced Mr. Robert Jones from DMDC as the person that would be leading the remainder of the meeting.

Vendor Question Response A vendor representative asked if there would be a page limit to the responses to the RFI.

DMDC responded that there would not be a page limit for the responses to the RFI or the requested modification of the Performance Work Statement (PWS). DMDC did mention that a strict page limit would be enforced for the RFP, and the specifics would be announced when the Request for Proposal (RFP) posts.

Minutes (cont’d)

Agenda (slide 3) Ms. Bouchard reviewed the agenda slide and explained how the meeting would proceed. She concluded her remarks by stating that the slide deck and all questions and answers would be posted on FedBizOpps as soon as possible.

About DMDC (slides 4 – 10)

Mr. Jones presented seven slides on DMDC’s mission, strategic goals, functional areas, organization structure, key executives, business lines and customer base.

He emphasized that DMDC is the Department of Defense worldwide human resource information source. He explained that DMDC was not to be confused with the National Personnel Records Center in St. Louis, MO. NPRC is responsible for Military Personnel Health & Medical Records of discharged and deceased members of DoD and their dependants. Mr. Jones further explained that DMDC maintains the largest archive of personnel, manpower, training, security and financial data within the DoD.

A vendor representative asked if the Department of Veteran’s Affairs was a DMDC customer

DMDC responded “no” and that it is DMDC’s responsibility to provide the data for the fields that DMDC is responsible for, examples of which are personnel and personal data.

About the User Support Contract (slides 11 – 12)

Mr. Jones explained that keeping the focus on the customer is the number one goal of the User Support contract. DMDC has a multitude of support contracts and contractors that support a common mission and each must work in concert to provide seamless support to our customers.

DMDC Products, Services and Applications (slides 13 – 29)

Mr. Jones presented 17 slides on a representative sample of the products, services and applications that utilize the services provided by this contract. These are examples of worldwide production systems/applications/programs for which users regularly place calls to the help desk. He emphasized that the product complexity is directly proportional to call volume, and the products, services and applications discussed in this presentation generally drive the highest call volumes.

SOW7 RFI Conference Minutes_04-08-09.doc Page 2 list of DMDC applications on slide 14 is a complete list.

DMDC responded that this is a sample listing of the enterprise suite of products, services and applications. DMDC indicated there was a matrix provided in the RFI that included the majority of applications/services to date but explained that the list changes frequently.

RAPIDS (slide 16- 17)

Mr. Jones explained that RAPIDS is the main application that facilitates the issuance of DoD identification credentials for Military Service members, their families, and the DoD Civilian and contractor communities. The Common Access Card (CAC) is one of the most common product issued by this application. He reviewed the map on slide 17 to show the scope of DMDC’s reach across the world. Note: Slide 17 is an excerpt from a more in-depth list that is posted in the PWS appendices.

CAC (slide 18 Mr. Jones explained that the CAC is generated from the RAPIDS workstations and are utilized for both physical and logical access and security across the DoD Enterprise.

CVS (slide 19) Mr. Jones explained that the Services feed data into the DEERS database. CVS affiliates and credentializes contractors using the DEERS data.

CPR (slide 20) Mr. Jones explained that CAC Pin Reset (CPR) is a web-application that allows end users to have their CAC PINs reset at a site other than a RAPIDS site.

UMP / PIP (slide 21) Mr. Jones described this is a web based application that could be used to update the Public Key Infrastructure (PKI) and/or e-mail certificates on the CAC.

DBIDS (slide 22-23) Mr. Jones explained that the Defense Biometric Identification System (DBIDS) is a rules based physical access control solution for base, camp, and station level force protection with parameters set by location. The DBIDS installation footprint is shown on Slide 23.

Note: Slide 23 represents current deployments of the DBIDS system but DMDC anticipates that this list will grow over the course of this contract,as it is expanding currently.

other agencies outside of DoD use the DBIDS system.

DMDC responded that, currently, DBIDS is only used within DoD.

DMDC

Authentication Systems (slide 24)

Mr. Jones explained that the DNVC and DCCIS systems are used to scan HSPD- 12 credentials to see if an affiliation is valid for physical access and for use between facilities for partner companies.

optical readers or other kinds of hardware were included in DNVC or

DCCIS.

DMDC responded that, under this contract, DMDC supports the application not the equipment.

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NEO / NTS / ETAS

(slide 25-26)

Mr. Jones explained that this NEO/NTS is an application that issues bar-codes to people and their pets for tracking in an evacuation scenario. DMDC further explained that this system was like a “Fed-Ex for people” where evacuees are tracked throughout the entire process of being evacuated and repatriated.

A vendor representative asked if this system was used by the Federal Emergency Management Agency

(FEMA)

DMDC responded that the application it is not used by FEMA. Talks are currently under way to utilize ETAS within CONUS for organizations such as the National Guard Bureau (NGB) and possibly FEMA.

Automated Repatriation Reporting System (AARS) (slide 27)

Mr. Jones explained that this system is a repatriation database for use in tracking repatriates arriving in CONUS from evacuation operations overseas. This system picks up where NTS/NEO/ETAS leaves off.

Security Online Web Application

Mr. Jones explained that this application is used to assign the end user roles and permissions for various applications. DMDC explained that as an example a RAPIDS Site Security Manager (SSM) will use this application to activate and deactivate permissions for their site and users at their site.

Web-based Data Delivery Systems (slide 29)

Mr. Jones explained that the systems described on this page are examples of the web-based DMDC applications that will be supported under this contract. He further explained that a representative sample of the applications that fall in this category will be demonstrated later in the presentation.

Information about the Requirements (slides 30 – 36)

Mr. Jones emphasized that DMDC wants the vendor community to provide input on how they think the requirement should be structured to meet the overall goals of

DMDC.

Task 1 (slide 32) Mr. Jones explained that DMDC has recommended a contract type for Task 1 but if the vendor community feels that there is a better solution to please suggest it through the RFI process. Mr. Jones reminded everyone that they have been given or can get a copy of the PWS from Ms. Bouchard.

current model was a government owned and contractor operated facility

DMDC responded that the DMDC Support Center (DSC) is a contractor site that contains Government Furnished Property (GFP).

DMDC wants the vendor community, however, to recommend the most appropriate solution for meeting this requirement.

Task 1 Subtask 1.1 (slide 32 cont’d)

DMDC explained that Task 1 contains a full spectrum of database support that differs depending on the application, site or service. DMDC explained that its customers are the Military Services. Some customers are robust and some are very “low-tech”. The intent in this subtask is for the contractor to get involved with the appropriate individuals at each site and determine what the site’s specific needs

SOW7 RFI Conference Minutes_04-08-09.doc Page 4 are. There is no set customer so the contractor will have to treat every site individually.

A vendor representative asked about connectivity problems for RAPIDS on ships.

DMDC responded that connectivity could be one of multiple problems that are site specific in nature and must be addressed accordingly.

Task 1 Subtask 1.2 (slide 32 cont’d)

DMDC explained that Communication Engineering support could be varied and open ended.

DMDC has accrediting authority

DMDC responded that it accredits up to a point. DMDC accredits the various systems/applications it develops and fields, but not the Services’ critical portion of the communication infrastructure.

A vendor representative asked if it is the Services’ responsibility or DMDC’s responsibility to solve problems with the communications engineering infrastructure.

DMDC responded that the User Support vendor would have to work very closely with the Services to get the problem solved to ensure maximum application uptime. Many of the lines are drawn for DMDC by the Services. DMDC does not own the infrastructure, but it does provide an application that can run on the infrastructure and is responsible to work with the Services/sites to resolve communications issues.

Task 1 Subtask 1.3 (slide 33)

DMDC explained that the OCONUS support is an evolving process. Regional offices will change given real world events. The RFI asks for input on operating in the Area of Responsibility (AOR). Several of the applications deployed in these theaters require long distance support. OCONUS personnel are front line contractors doing front end work with the customers. Installations are driven by real world events. DMDC is looking for specific smart solutions given the wide variety of support in the OCONUS focus area which evolves daily. This task is very fast paced and varied. DMDC is looking for a varied solution for cradle to grave OCONUS support.

A vendor representative asked if, for example, AFRICOM deploys to a new location what is the standard for implementing the move.

DMDC responded that the Services drive the requirement and come to DMDC with their needs. There is internal coordination with the Services for the specific requirements related to the application(s) requested by the customer/Service.

SOW7 RFI Conference Minutes_04-08-09.doc Page 5 there are defined rules of engagement for how this support is to be executed.

DMDC explained that the COCOMs or the Services come to DMDC and describe their needs. The contractor will be required to help with the coordination of the needs and requirements. Those needs and requirements may be application specific.

A vendor representative asked if DBIDS is an application that is used

OCONUS.

DMDC responded “yes”, and added that the site list changes as new customers are added.

A vendor representative asked if OCONUS support is system specific or if various contractors are providing support.

DMDC responded that OCONUS support is provided via this contract but the fact remains that there is still a requirement to work closely with all other DMDC vendors/contractors to ensure seamless support to our customers.

A vendor representative asked who the vendor is that does installations for CONUS.

DMDC responded that it is TELOS.

Task 2 (slide 34) Mr. Jones explained that DMDC has recommended a contract type for Task 2 and reiterated DMDC’s desire for the vendor community to suggest better solutions if applicable.

Task 2 Subtask 2.1 (slide 34 cont’d)

DMDC explained that this subtask could include performance and trend analysis across the network. For example, when DMDC has identified and started fielding a new printer, and problems become evident in the field (perhaps with high failure rates), DMDC will engage a tiger team to identify what the issues are and they possibly mitigate the same

A vendor representative asked if this was centrally funded or from the Services.

DMDC responded that all funding will come through GSA, and is transparent to the contractor.

A vendor representative asked if this project is currently under one task order and will there be more in the future.

DMDC responded this project may or may not be under one task order based on the input received from industry.

Task 2 Subtask 2.2 (slide 35)

DMDC explained that an extensive list of the requirements under this subtask is included in the PWS. DMDC provided an example of a System Restoration Team (SRT) requirement: If a large number of calls come in for one specific thing, this contract requires initiation of an SRT to involve all responsible people (DMDC / Services) to troubleshoot until issue has been resolved. DMDC further iterated that it is quite possible that more than one SRT could be ongoing at any one time for multiple applications/services.

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DSC currently uses CA Unicenter.

DMDC responded that CA Unicenter is the software that is currently being used.

A vendor representative asked what COOP plan DMDC currently uses.

DMDC responded that industry is to propose a COOP plan as part of their solution.

A vendor representative asked if COOP was part of Task 1 or Task 2.

DMDC responded that COOP should be across all tasks.

A vendor representative asked if the help desk is 24X7X365.

DMDC responded “yes”.

A vendor representative asked if the help desk was in a single location

DMDC initially responded that it will have to discuss that question with the contracting officer and post the answer if possible, at a later date. ANSWER: Currently the enterprise help desk is in a single location. The vendor’s solutions may be different.

A vendor representative asked what utilities and tools are being used by the existing contractor for software distribution and anti-virus.

DMDC responded that CA Unicenter is the current tool utilized for software distribution, while Symantec is used for anti-virus.

A vendor representative asked what hardware was currently being used.

DMDC responded that the changes happen constantly with GFE.

Task 2 Subtask 2.2 (slide 35 cont’d)

DMDC explained that the help desk services many applications that experience changes and updates very often. For example, Congress may change beneficiary rules and those changes drive application modification/update. DMDC suggested that the vendors think about their management approach of how to keep their people current on the changes within the applications. This contract will require proactive monitoring of all applications. This is the central help desk for all applications across DMDC. First contact resolution is very important. DMDC also advised the vendors to think about how to keep their data current for reporting and analysis purposes.

there were any special language requirements in this task.

DMDC responded that DMDC does have a current requirement for Korean Language users—specifically Hangul.

A vendor representative asked if this help desk is going to cover DMDC Language Schools.

DMDC responded that applications for the language school are a small function of this task. All trouble calls come through this task but there is a separate contract for a training help desk that handles tier 2 calls for the language school application.

A vendor representative asked for a high-level explanation of why DMDC was going out with the requirement.

The vendor rep asked if it is a mandate or a consolidation.

DMDC responded that the contract is up for renewal at the end of its period of performance.

Task 2 Subtask 2.3 (slide 36)

DMDC explained that this task covers RAPIDS / CAC cardstock and consumables management. This cardstock is a product that must be traceable. The cardstock is

SOW7 RFI Conference Minutes_04-08-09.doc Page 7 sent to the various locations. It must be inventoried and its current location must be tracked. Eventually the card stock will be returned through this contract and under this contract codes for why it is returned will be captured. This contract requires tracking/accountability of all returned cardstock through distribution to NSA for destruction. Printer consumables may also be returned for destruction (although this is not standard practice). All cards and consumables must be accounted for and processed for destruction in accordance with guidelines provided to the contractor as they contain Personally Identifiable Information (PII) data.

distribution of the cardstock is managed by the supply level.

DMDC responded that the government provides the system that manages the distribution. DMDC is looking for support of that system.

A vendor representative asked if there is a liability to the contractor for lost or stolen CACs.

DMDC responded that the vendor can only be responsible for the cardstock that they receive.

A vendor representative asked if a cancellation of a card would cause a cancellation of the entire stock.

DMDC responded that it was possible.

A vendor representative asked what the current stocking procedure was.

DMDC responded that the cardstock is currently located / warehoused at the help desk for expedited orders. The majority is housed off-site at a warehouse and sent directly to sites facility.

A vendor representative asked if there will be a draft and then a final release of the RFP.

DMDC responded that it will depend on the answers to the questions in the RFI process.

Key Issues (slides 38-40)

Mr. Jones emphasized the broad spectrum of systems, applications, customers and users that will require support under this contract.

Key Issues (slide 38)

DMDC placed special emphasis on the fact that application users in the field may have a high level of technical knowledge or they may have a very low level of technical knowledge. DMDC advised that the majority of the calls to the help desk will be from the low end of the technical spectrum.

A vendor representative asked it the help desk had a priority system.

DMDC responded that there is no priority system. All DMDC customers are equally important. A call from the AOR, however, is certainly one that would always have high visibility and should be treated as such.

SOW7 RFI Conference Minutes_04-08-09.doc Page 8 they can propose industry best practices.

DMDC responded that DMDC will expect the vendors to propose industry best practices. Service Level Agreements (SLA)s will be established and will need to be met.

A vendor representative asked if the contractor will be deployed commercially or with military transport.

DMDC responded that it could be both.

Key Issues (slide 39)

DMDC explained that, based on the ever changing nature of the applications, systems and products that will need to be supported under this contract, call volume to the help-desk could escalate quickly. Contractor performance due to spikes in call volume should be addressed in the vendor’s responses. The impact of those spikes to the SLA’s should be discussed. An example might be: different levels of SLAs given changes in call volume.

Key Issues (slide 39 cont’d)

DMDC emphasized the need to ramp up or ramp down support outside of the help desk to accommodate all mission requirements. An example was given for OCONUS support: Responses should speak to the vendor’s ability to ramp up and ramp down installers and how to keep those installers trained on the various applications. It was noted that the vendors should take note of all of the various applications that need to be supported, recognize the fact that there could be multiple software versions for an application at any given time, and that it was their responsibility to ensure that training of the help desk was sufficient to answer any of the questions from DMDC’s customers. It is a requirement for agents to take multiple training certification courses prior to working with our customers.

Key Issues (slide 40)

DMDC emphasized the importance of safe guarding the PII data that the contractor will have access to across a multitude of applications. DMDC explained that the vendor’s proposals must consider management of the sensitive data that will be handled under this contract, as DMDC has a zero tolerance policy for unauthorized disclosure of this data.

Performance Based Metrics (slides 41 – 43)

Mr. Jones explained that these sides represent DMDC’s current ideas for performance based metrics. DMDC encourages input from the vendor community on these and any other metrics that may be applicable. DMDC asked that the vendors suggest other metrics on industry best practices. DMDC emphasized that maximizing customer satisfaction is a key point of consideration when formulating SLAs.

RFI Questions (slides 44 – 54)

Mr. Jones recommended that the vendors ask any questions that they may have as he scrolled through the RFI questions. There were no questions regarding these slides.

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RFI Questions (slide 45)

DMDC emphasized that accommodations in some of the forward deployed locations may not be very comfortable. The contractor will be co-located with the government personnel. The contractors will go where the government needs them to go.

current contract was awarded under full and open competition.

DMDC responded “yes”.

Technical Systems Demonstrations (slides 55 – 60)

Mr. Jones explained that the group would now see a set of demonstrations from a sampling of the applications, systems and products that require support under this contract. Mr. Jones explained that the first set of technical systems demonstrations is the Security Online and Web-based Medical Applications. These two categories of applications and systems contain PII data and cannot be demonstrated in an open environment. Screen shots of the applications will be presented in the conference room before we break for the demonstrations that can be shown in a live setting.

Technical Systems Demonstrations (55

– 59)

DMDC detailed some of the caller scenarios that the contractor might experience for the applications referenced on these slides.

questions on the medical applications were answered by the benefit support center.

DMDC responded that beneficiary calls/questions do go to the Beneficiary Support Center helpdesk but technical questions regarding these applications are answered by the Enterprise Help Desk. However, DMDC iterated that this contract will get calls related to benefit support and the contractor will have to know how to refer them and be able to escalate appropriately. DMDC added that customers may be troublesome and upset. Customer service is key.

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Topic Discussion Notes CVS Demonstration (Nancy Littlejohn)

Mrs. Littlejohn demonstrated the login procedure and how the CVS system affiliates and verifies the credentials within the customer data. She demonstrated the entire enrollment/application process through CVS.

Topic Discussion Notes Break for Demonstrations (slide 60)

Mr. Jones explained that the group would move between various rooms within DMDC for system demonstrations.

There were no questions

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A vendor representative asked if RAPIDS was a deployable system.

DMDC responded that there were both deployable and desktop workstations supported. The only difference between the system being demonstrated and a deployable one is that a deployable RAPIDS system includes a laptop computer rather than a desktop computer.

A vendor representative asked if the RAPIDS system gained it’s connectivity through a VPN and if it would work without being connected.

DMDC responded that connectivity is gained through a VPN. The Services are responsible for connectivity but down time will drive call volume. The system will not work without connectivity.

A vendor representative asked about maintenance of the RAPIDS system.

DMDC responded that the RAPIDS user guide lays out the expectations of the maintenance for the system. DMDC noted that the trend analysis, built over time, will include issues like maintenance. An example was given that environmental issues, such as cardstock kept too close to a printer have created problems in the past: eg. melted cardstock.

A vendor representative asked if the 20 minute goal for generating a new CAC was a critical metric.

DMDC responded that from a Service perspective, 20 minutes is a critical metric.

A vendor representative asked if there was a specific temperature setting for the laminator.

DMDC responded that it depends on the product. There are ideal manufacturer temperature settings for the various laminators that are used for the RAPIDS systems.

A vendor representative asked if there were metrics that can track with the vendors for how the various elements of the RAPIDS system are QA’d.

DMDC responded that the User Support vendor can work with the vendors of the various elements to do this.

A vendor representative asked what the current cost of the cardstock is.

DMDC responded that they could not answer that question, however cards are purchased through a separate contract.

Minutes (cont’d) Topic Discussion Notes

RAPIDS

Demonstration (Jonathan Shu)

Mr. Shu demonstrated the various hardware and software elements that make up the RAPIDS platform. DMDC asked the vendors to note the multiple hardware components affiliated with one suite of equipment so they could better understand how difficult troubleshooting and fault isolation could be. Mr. Shu walked through the process a RAPIDS user would under go in generating a CAC. It was noted that the goal for generating a CAC is 20 minutes.

issuing a CAC triggered the stock.

DMDC responded “yes”. Inventory is automatic in this way. If the cardstock level reaches a trigger point, the system generates a call to reorder replacement cardstock.

A vendor representative asked if the RAPIDS system was a “home grown” system.

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A vendor representative asked how often the system has been used.

DMDC responded that it was used in 2003 for Operation Iraqi Freedom to move 1,294 people and 46 pets from Turkey to South Carolina.

A vendor representative asked how often the system is exercised and does DMDC provide support.

DMDC responded that it does provide support. Exercises are held periodically around the world. Korea has exercises twice per year and has the most visibility as they are the only group that performs actual walk-throughs, including dependants.

A vendor representative asked if this system generated a high call volume to the help desk.

DMDC responded that NTS drives call spikes at times but generally generates a low number of calls.

A vendor representative asked if the database is updated real-time and maintained centrally.

DMDC responded the database of evacuees is maintained locally and purged after an exercise is complete.

A vendor representative asked if the NTS system has to be online in order to work.

DMDC responded that data can be entered offline and then uploaded via satellite.

A vendor representative asked if a local Commanding Officer could build his/her own database and maintain it locally.

DMDC responded that this is the way it is currently being used but discussions are ongoing to make the database more central.

Minutes (cont’d) Topic Discussion Notes NTS Demonstration (Kevin Petty)

Mr. Petty explained the overall purpose and the various elements of the NTS system. Mr. Petty explained that NTS is a registration system that generates a ruggedized barcode bracelet that essentially turns those registered into “Fed Ex packages”. Examples of the kinds of questions that can be expected in the help desk are: “How do I set up the system”, “How do I get the Sat Phone to work” and other communications problems with connectivity.

system was designed for the Commanding Officer to determine who is missing from a preexisting list.

DMDC responded that the only people who are tracked through NTS are people that are entered into the system. Tracking does not begin until a person is entered into the NTS database.

A vendor representative asked who is the consumer of the NTS reports.

DMDC answered that currently reports are sent to the United States Transportation Command and HHS. The system could, however, be expanded DoD wide.

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A vendor representative asked how many fingerprints were used in the identification of the user.

DMDC responded that there are two. One primary and one secondary.

A vendor representative asked if there were any rules for PINs.

DMDC responded that the PINs are to be 6-8 numbers only.

A vendor representative asked if the PINs expire

DMDC responded that PINs do not expire.

Topic Discussion Notes CAC Pin Reset

(CPR)

Demonstration (Eric Rodriguez)

Mr. Rodriguez demonstrated the process by which a PIN is reset for use with a CAC. The CPR software communicates with the DEERS database. Mr. Rodriquez emphasized that the Services own the hardware and DMDC owns the software.

Problems with this system will drive volume to the help desk. If the call indicates an issue with the website, then the help desk will be responsible for resolution of the call. If the call is a hardware issue the caller would be referred back to the Service tech POCs.

Minutes (cont’d) Topic Discussion Notes

UMP / PIP

Demonstration (Denise McFaddin)

Ms. McFaddin demonstrated the process by which applications, email addresses, email certificates and other data could be updated on a user’s CAC. CAC holders log into this system from their workstations. Calls may be generated to the help desk if the user’s work station is not compatible with the application. The User Support Help Desk will be responsible for troubleshooting the issue. Ms. McFaddin explained that this application reads the data on the CAC and compares it to the data that is in DEERS. UMP/PIP ensures the demographics on the card are the same as in DEERS. New certificates are added to the CAC and old certificates are removed. On average, this process takes between 5 and 8 minutes.

A vendor representative asked what were some of the challenges faced with software conflicts.

DMDC responded that User Support troubleshooting has uncovered problems with software versions (such as the version of JAVA being used by a Service), middleware can cause problems, and some workstations do not allow proxy servers to operate.

A vendor representative asked where users go for middleware issues.

DMDC responded that the users go to their Service but UMP/PIP provides a link.

A vendor representative asked if most of the use of this application was for updating email addresses.

DMDC responded that approximately 90% of use is for making changes to the user’s email address.

A vendor representative asked if anyone with a valid CAC can use this system.

DMDC responded “yes”.

A vendor representative asked if the software for this application is “home grown”.

DBIDS

Demonstration (Rob Devlin)

Mr. Devlin described the overall purpose of the DBIDS system and explained each element that constitutes the system. Slide 23 of the presentation was referenced for a listing of currently deployed sites. Mr. Devlin explained that new sites were added frequently and that call volume will be driven by the addition of these sites.

A vendor representative asked who is the customer base for DBIDS.

DMDC responded that the Services were the customers.

A vendor representative asked if individuals were included in the customer base.

DMDC responded no. This system does not have a wide customer base like the web-based applications. The users of the DBIDS system and equipment are security forces personnel.

Demonstration (Rob Devlin cont’d)

Mr. Devlin explained that the delivery of the equipment and communications engineering for DBIDS is part of the OCONUS tasking in the PWS. All parts and pieces of the system will need to be configured and made operational. Training on the system is also part of the OCONUS tasking. The help desk portion of the tasking will require answering calls and troubleshooting the software and the hardware. Hardware will include: laptops, printers and the peripherals. Potential calls to the help desk will start with problems with logging into the system.

Vendor Question Response A vendor representative asked if there is any back-end interface external to the database.

DMDC responded that the SW Asia version of the DBIDS database is joined with the FBI. DMDC is currently looking at others as well.

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Demonstration (Rob Devlin cont’d)

Mr. Devlin provided an example of database support under this task: A conversion to a central unit, regionalized data center concept is being considered.

Vendor Question Response A vendor representative asked if DBIDS was a “home grown” product.

Follow up question and answer period (Conference Room)

The vendors were led back to the conference room where Mr. Jones explained that we would have an open period for any follow up questions from the vendors.

there is a requirement for a certain percentage of small business set-asides.

DMDC responded that the question would be reviewed with the CO and post the question and answer. ANSWER: Whereas small business participation is generally encouraged it is not currently a requirement for any future solicitation of these services.

A vendor representative asked if there were minimum requirements for subcontractor and what were DMDC’s goals for this

DMDC responded that the question would be reviewed with the CO and post the question and answer. ANSWER: There is currently no minimum requirements for subcontractor participation for any future solicitation of these services.

A vendor representative asked what the clearance requirements for this contract were.

DMDC answered that the requirements are currently spelled out in the PWS but if the vendors have specific questions or a conflict they should call it out and send it in with the RFI questions and DMDC will address any concerns as appropriate.

Thank you for participating (slide 61)

Mr. Jones thanked the vendors for coming to the conference and for their interest.

The conference concluded at approximately 13:30 PDT.