A.03 PWS_USAG_HAWAII_v6_FINAL.docx

Performance Work Statement (PWS) For Information Technology Automation Management Support Services (AMSS) United States Army Garrison – Hawaii (USAG-HI)

1.0. BACKGROUND

This requirement is for the U.S. Army Garrison – Hawaii (USAG-HI). USAG-HI is located at Schofield Barracks (SB), Wheeler Army Airfield (WAAF), Fort Shafter (FS), Helemano Military Reservation (HMR), Aliamanu Military Reservation (AMR), and Tripler Army Medical Center (TAMC) on the Island of Oahu, and at Pohakuloa Training Area (PTA) and Kilauea Military Camp (KMC) on the Island of Hawaii. USAG-HI's mission is to provide quality services and infrastructure from the Strategic Support Area for quality of life and mission readiness to Soldiers, Civilians, and Families in the Military Ohana Community.

The USAG-HI Information Management Office (IMO), working under the USAG-HI Garrison Commander, is responsible for providing Automation Management Support Services (AMSS) to all USAG-HI organizations. Sustainment of current and emerging Information Technology (IT) support is a critical enabler to accomplishing all USAG-HI missions. With the shortage of IT Government personnel, USAG-HI organizations cannot meet required mission objectives without the use of contract support personnel.

1.1. Place of Performance

Accomplishment of the results contained in this PWS requires work at USAG-HI locations on Oahu and Hawaii Islands. The Contractor's primary duty location (HQ) is Building 107, Wheeler Army Airfield (WAAF). Service is delivered across all eight (8) USAG-HI locations:

1.2. Period of Performance

Period of Performance is for a twelve (12)-month base period consisting of a thirty (30)-calendar-day phase-in period and eleven (11) months of full performance, followed by four (4) one-year Option Periods exercisable under FAR 52.217-9. This is a non-personal services contract (FAR 37.101, DFARS 237.104) acquired on a Firm-Fixed-Price basis as a Performance-Based Acquisition (FAR Part 37.6 and FAR Part 39).

2.0. SCOPE

Contractor shall provide qualified IT Support Technicians and transportation for delivery of AMSS to USAG-HI across all eight (8) locations listed in Section 1.1. Services support approximately 1,500 personnel across four (4) functional service areas. Webmaster and Database Administration functions are excluded. The Contractor shall complete 100% of ticket submissions in accordance with the performance standards defined in this PWS. The Contractor shall propose staffing in its technical proposal sufficient to meet all PWS performance standards; the Government does not prescribe FTE counts on this Firm-Fixed-Price contract.

2.2. Historical Workload Estimates

The following table provides historical data for informational purposes to aid offerors in developing their staffing approach. The Government does not guarantee future volumes will match this historical data. The Contractor is responsible for proposing a solution that can meet the PRS metrics across this range of potential workloads.

Note: Historical data based on previous 24 months from the USAG-HI S6 SPO Ticketing System. Scorecard weighting: Help Desk 40%, VTC/AV 25%, Knowledge Management 20%, IT Asset & Device Management 15% (see Section 19.0 PRS).

2.3. Comprehensive Workload Execution (100% Requirement)

The workload estimates provided above are historical and informational, intended solely to assist Offerors in developing their staffing and pricing strategies. The Contractor shall be responsible for receiving, processing, and successfully resolving 100% of the actual workload generated during the period of performance across all service areas. Regardless of volume fluctuations, peaks, or surges, the Contractor must continuously meet or exceed all Service Level Agreements (SLAs) and Acceptable Quality Levels (AQLs) defined in the Performance Requirement Summary (PRS) and monitored through the Quality Assurance Surveillance Plan (QASP).

2.4. Mission-Outcome Orientation

Requirements in this PWS are stated as mission outcomes the Contractor shall achieve (e.g., maintain user account accessibility, sustain VTC/AV mission readiness, preserve IT asset accountability), rather than as prescriptive tasks or FTE inputs. The Contractor has full discretion over methods, tooling, and staffing mix used to deliver these outcomes, provided all PRS metrics and applicable regulations are met.

2.5. External Dependencies and SLA-Pause Conditions

The Government owns and maintains the underlying network infrastructure (servers, routers, switches, WAN/LAN backbone, NIPR/SIPR transport, enterprise identity, and Tier 2/3 escalation platforms). Failures or degradations of Government-owned infrastructure, enterprise software, or vendor-provided services are Government responsibility and shall not count against Contractor SLA/AQL performance. The SLA clock shall pause when a ticket status is set to Pending Government, Pending Vendor / External, or Pending User Response, with the reason and duration documented in the SPO Ticketing System, per the definition of SLA Clock “Pause” in Section 21.

2.6. Phase-In

This requirement includes a 30-day phase-in period. The Contractor shall follow the transition plan submitted as part of the proposal and keep the Government fully informed throughout. The Phase-In period is to allow the Contractor sufficient time to recruit and on-board all personnel proposed in its staffing plan, obtain clearances and required certifications, stand up Contractor-developed systems (VTC/AV Event Tracking, IT Asset / Printer-MFD / Mobile Device / Software License trackers, Conference Room Booking System), submit required plans, and achieve full operational capability NLT the 23rd working day after award.

Measurable Phase-In Milestones:

2.6.1. Retain Qualified Staff

The Contractor shall provide the full amount of contracted personnel designated for this contract for the full duration of the performance period. Vacancies shall be backfilled per Section 11.0.

Measurable Staffing Standards:

3.0. CONTRACTOR PERSONNEL

3.1. Staffing Requirements

The Contractor shall provide sufficient qualified personnel to meet all performance standards defined in this PWS. The Contractor shall propose their complete staffing plan, in their technical proposal.

At minimum, the Contractor's staffing plan shall ensure:

· Continuous coverage during normal business hours (0700–1700, Monday–Friday).

· Coverage at Pohakuloa Training Area (PTA), Big Island.

· Island-wide support coverage for Directorate of Emergency Services (DES) facilities including all gates, offices, and DES equipment (AIE terminals, printers, computers, phones). NOTE: DES support does NOT include NCIC/FBI systems.

· Priority response capability for TAP office and fingerprint systems (two (2)-hour response).

· For COOP/EOC activations or publicly and reasonably covered events (flooding, natural disasters, installation outages, etc.), the Contractor must be able to support the Emergency Operations Center (EOC) within two (2) hours of notification. The Contractor shall develop and maintain a dedicated COOP/EOC Support Plan and process as part of their Emergency/Disaster Support Plan deliverable.

3.2. Key Personnel

The Contractor shall designate the following Key Personnel positions. Résumés and qualifications for proposed Key Personnel shall be submitted with the technical proposal and are subject to Government approval.

3.2.1. Team Lead / Project Manager (Key Personnel)

· Serves as the primary Government point of contact and COR liaison.

· Manages all contractor personnel and daily operations.

· Coordinates emergency response and surge staffing.

· Ensures performance standard compliance across all service areas.

Minimum Qualifications: meets all baseline qualifications in Section 3.3; minimum five (5) years of IT support experience with at least two (2) years in a lead, supervisory, or project management role; demonstrated experience managing geographically dispersed teams; PMP, ITIL, or equivalent management certification preferred.

3.2.2. Key Personnel Replacement

Key Personnel shall not be removed or replaced without prior written approval from the Contracting Officer. If a Key Personnel position becomes vacant, the Contractor shall:

· Notify the COR within twenty-four (24) hours.

· Provide a qualified replacement within fifteen (15) calendar days.

· Submit replacement résumé for Government approval.

Failure to backfill within fifteen (15) calendar days results in daily rate deductions of 1.5× the position's daily rate for each day the position remains vacant beyond the 15-day window.

3.3. Minimum Qualifications — All Contractor Personnel

All contractor personnel shall meet the following minimum qualifications:

· Three (3) years of verifiable, related IT support experience.

· Associate's degree in Information Technology, Computer Science, or related field — OR an equivalent combination of certifications, education, and experience as approved by the Government.

· CompTIA Security+ certification (or successor certification per DoDM 8140.03) obtained within sixty (60) calendar days of contract award or position start date.

· Demonstrated proficiency in problem-solving, troubleshooting, communication, and customer service.

· Experience with Army-required platforms including (or demonstrably similar platforms): SharePoint Online (SPO), Power BI, Power Automate, Power Apps, Microsoft Teams, and Army-authorized Generative AI tools as directed by USAG-HI IMO.

· Familiarity with Microsoft 365 / Army365 productivity and collaboration tools as approved and directed by the Government during the period of performance.

· Experience with mobile device management (MDM) tools and platforms including but not limited to cell phones, iPads, tablets, and enterprise MDM solutions such as Microsoft Intune.

3.4. Coverage Requirements

3.4.1. Normal Business Hours Coverage

The Contractor shall provide coverage during normal USAG-HI business hours: 0700–1700, Monday through Friday (excluding Federal holidays).

3.4.2. Geographic Coverage

The Contractor shall provide coverage at the following locations:

· Wheeler Army Airfield (Primary HQ): Building 107 — primary contractor workspace and COR co-location.

· Schofield Barracks: on-call response capability.

· Fort Shafter: on-call response capability.

· Tripler Army Medical Center (TAMC): on-call response capability.

· Helemano Military Reservation (HMR): on-call response capability.

· Aliamanu Military Reservation (AMR): on-call response capability.

· DES Sites Island-Wide (Oahu): all gates, offices, and DES facilities — Contractor shall ensure coverage.

· Pohakuloa Training Area (PTA), Big Island: Contractor shall ensure coverage.

· Kilauea Military Recreation Camp (KMC), Big Island: Contractor shall ensure coverage during scheduled visits or from Oahu-based personnel.

3.4.3. Inter-Island Support Model

· The Contractor shall ensure coverage at PTA, Big Island.

· Quarterly site visits from Oahu-based staff to PTA/KMC (minimum four per year).

· One to two (1–2) additional TDY trips per year based on mission needs, with COR approval.

· PTA response times shall be the same as Oahu standards (Contractor personnel local to Big Island).

3.5. Geographic Coverage and Facility Operations

The Contractor shall provide comprehensive IT support services across multiple USAG-HI locations. The Government will provide dedicated workspace (GFP) to facilitate Contractor operations at the following primary locations.

3.5.1. Centralized Oahu Operations

The Government will provide primary workspace for the Contractor’s team on Oahu (e.g., Building 107, Wheeler Army Airfield). The Contractor shall utilize this location as the central hub for dispatching support, coordinating with the COR, and executing the requirements of this PWS. To ensure effective management and communication, the Contractor’s designated Team Lead shall be available for in-person meetings with the COR at this primary duty location with no more than one (1) hour’s notice during Core Hours.

3.5.2. Pohakuloa Training Area (PTA) and Kilauea Military Camp (KMC) Operations Due to the geographic isolation of PTA and KMC (Island of Hawaii), remote dispatch from Oahu is insufficient to meet the required Service Level Agreements (SLAs). The Government will provide dedicated workspace at PTA. The Contractor shall utilize this provided workspace to maintain a continuous, daily on-site operational presence at PTA during Core Hours. To account for the geographical separation on the island, response times for on-site “touch labor” shall be as follows:

· PTA On-Site Response (Priority 1 & 2): ≤ 30 minutes from ticket creation (as the technician is operating out of the provided PTA workspace).

· KMC On-Site Response (Priority 1 & 2): ≤ 2 hours from ticket creation (allowing for travel time from PTA). The Contractor is expected to perform initial remote triage before dispatching personnel to KMC.

· Routine (Priority 3) Support (PTA & KMC): Handled remotely or scheduled for resolution during standard weekly/bi-weekly site visits to KMC, ensuring optimal use of travel time.

3.5.3. Inter-Island Travel

The Government will provide travel funding for Contractor inter-island TDY (Oahu ↔ Big Island) beyond the resident PTA presence, subject to advance COR approval. Offerors shall not inflate their Firm-Fixed-Price to cover speculative inter-island travel; reimbursable travel shall be handled under Section 10.8 (Travel / TDY).

3.6. Staffing Stability and Continuity

· The Contractor shall minimize personnel turnover to maintain service quality and institutional knowledge.

· All personnel changes (except Key Personnel, which require Government approval) shall be reported to the COR within five (5) business days.

· Replacement personnel shall meet all minimum qualifications before assignment.

· The Contractor shall provide a minimum thirty (30)-day overlap for personnel transitions when practicable.

3.7. Contractor-Proposed Staffing Plan

The Contractor shall submit their proposed staffing plan as part of the technical proposal, including:

· Position descriptions and assignments.

· Coverage schedule (normal business hours, PTA, DES).

· Key Personnel résumés.

The Government will evaluate the proposed staffing plan based on its ability to meet all performance standards defined in Section 16.0.

Sections 3.8 through 3.12 below define the technical service-area requirements that the staffing plan in Sections 3.1–3.7 shall support.

3.8.0. Help Desk and End User Support Requirements

3.8.1. Contractor personnel shall have knowledge of AR 25-2 (Army Cybersecurity), DoDI 8500.01 and 8510.01, the AMD procedures, and applicable cybersecurity policy.

3.8.2. Contractor personnel shall provide Tier I and Tier II help desk and desktop touch labor on NIPRNet and SIPRNet, including incident triage, troubleshooting, account management, software installation, hardware break/fix coordination, and escalation to the NEC.

3.8.3. Contractor personnel shall coordinate with the COR and/or NEC to maintain Active Directory (AD) account hygiene. Active Directory (AD) account management applies to the SIPR environment only.

3.8.4. Contractor personnel shall coordinate with the COR and/or NEC to load, configure, and troubleshoot standard end-user software.

3.8.5. For standalone networks (non NIPR/SIPR) the Contractor personnel shall administer access control.

3.8.6. Contractor personnel shall follow system access, operation, maintenance, and disposition policies for all GFE.

3.8.7. Contractor personnel shall create, remove, or edit user accounts in ( Active Directory SIPR only) and supported systems. Microsoft 365 (M365) user account management, including but not limited to Microsoft Intune administration, Delegation Station operations, and other M365 user management tools as directed by the Government, is included under this requirement.

3.8.8. Contractor personnel shall monitor system performance and perform daily health checks.

3.8.9. Contractor personnel shall diagnose and repair software or hardware computer problems.

3.8.10. Contractor personnel shall perform software or hardware upgrades within scope.

3.8.11. Contractor personnel shall troubleshoot and configure software to user-required specifications.

3.8.12. Contractor personnel shall coordinate with NEC to maintain anti-virus and endpoint hygiene.

3.8.13. Contractor personnel shall apply IAVM patches within mandated timelines.

3.8.14. Contractor personnel shall coordinate with COR / NEC / RCC-P for ACAS/SCAP scans.

3.8.15. Contractor personnel shall make Initial Contact with the customer within standard response times defined below. "Initial Contact" is defined as the Contractor emailing or calling the customer to acknowledge receipt of their request and provide an initial status update. Effective communication and customer acknowledgment are required for all service requests.

Measurable Response and Resolution Standards:

3.9.0. IT Asset & Device Management Requirements

3.9.1. Maintain a Contractor-developed IT asset tracker (SPO list) capturing asset type, manufacturer, model, serial number, NSN, LIIN, SLOC, hand-receipt holder, sub-hand-receipt holder, location, status, check-in/check-out timestamps, and a full personnel audit log.

3.9.2. Prepare DA Form 2062 for loaner equipment and DA Form 3161 for property transactions. Forms staged for Government signature; Contractor does NOT sign as the accountable officer.

3.9.3. Maintain a Contractor-developed Printer/MFD tracker per Army standards (serial, model, building/room, supported directorate, primary POC, MAC/IP, last-PMCS date, lifecycle status, monthly print volume, consumables status); provide basic user training and standard IT troubleshooting. The Contractor SHALL NOT physically move printers/MFDs — DLA is the sole authorized mover; Contractor coordinates with COR before any DLA action; Contractor provides clerical/administrative assistance with DLA forms.

3.9.4. Track usage and recommend printer/MFD consolidation opportunities per Army Directive 2013-26.

3.9.5. Maintain a Contractor-developed Mobile Device tracker (phones / MiFi) capturing LOA, MDEP, supporting directorate, user, IMEI, SIM/ICCID, SLOC, signed user agreement on file, and current passcode (handled per CUI rules).

3.9.6. Track all software licenses installed on garrison workstations (Microsoft, mission applications, other licensed software): product, publisher, license type, count owned, count installed/in-use, assignment, expiration/renewal date, source contract/order. The Government retains all inherently-governmental procurement actions for software.

3.9.7. Create Purchase Requisitions (PRs) in GFEBS only where Government access is granted to the assigned individual. The Contractor shall not perform commitment, obligation, certification, or approval functions (inherently Governmental).

3.9.8. Create tickets in the Army IT Approval System (ITAS) only if Contractor access is permitted by current Army regulation and local policy.

3.9.9. Provide documentation, data extracts, and supporting analysis for Government Cost & Performance Accountability Review (CAPR) evaluations. CAPR determinations are inherently governmental and performed by the AO/RO.

Measurable IT Asset & Device Management Standards:

3.10.0. Video Teleconferencing (VTC) and Audio/Visual Support Requirements

3.10.1. Contractor personnel shall provide support, troubleshooting, and maintenance of Conference Room and AV systems including pre-meeting checks, live event support, and post-event tear-down.

3.10.2. Contractor personnel shall perform routine testing and maintenance of VTC equipment no less than monthly, with results logged in the Contractor-developed VTC/AV Event Tracking System.

3.10.3. Contractor personnel shall serve as the central point of contact (POC) for VTC scheduling and pre-event coordination via the Contractor-developed Conference Room Booking System.

3.10.4. Contractor personnel shall confirm VTC and conference room reservations and schedule the event in the Booking System.

3.10.5. Contractor personnel shall respond to non-emergency VTC problem calls within two (2) duty hours and emergency calls within one (1) duty hour.

3.10.6. Contractor personnel shall support Army-approved commercial video collaboration platforms (Zoom, Cisco WebEx, Microsoft Teams (commercial), Google Meet, and other Army-approved commercial platforms) on standalone (non-DoD) systems for meetings including non-DoD participants. Command Group commercial-platform video meetings are PRIORITY (≤ 2-hour on-site response). The Contractor shall NOT manage commercial licenses or accounts.

3.10.7. Within 30 calendar days after award, the Contractor shall develop and maintain a Conference Room Reservation/Booking System (Deliverable D-18) on SPO Power Automate / Power Apps (or equivalent COR-approved system) covering all garrison-managed conference rooms. The system shall prevent double-booking, send automated confirmations, be accessible to all garrison staff, and maintain exportable usage history.

Supported Conference / VTC Locations:

For Garrison Commander events at unlisted locations: coordinate with host facility; provide basic troubleshooting/setup only; NO maintenance or alteration of host-owned equipment.

Measurable VTC Response and Resolution Standards:

3.11.0. Knowledge Management / SharePoint Administration Requirements

3.11.1. Act as Assistant Knowledge Manager Officer(s), assuming KM responsibilities at the garrison.

3.11.2. Conduct administration and assist with the build, design, development, and ongoing operation of garrison SharePoint Online (SPO) sites, lists, libraries, workflows (Power Automate), Power Apps, Power BI dashboards, and Teams integration.

3.11.3. Perform SharePoint administration functions using SPO admin tools and approved utilities.

3.11.4. Manage Portal/SharePoint permissions.

3.11.5. Develop and maintain workflows approved by the COR.

3.11.6. Manage current SharePoint sites, lists, Web Parts, and Templates.

3.11.7. Respond to all routine service requests within four (4) hours of notification.

3.11.8. The Contractor shall develop and maintain a master equipment log documenting all IT equipment, inventory, and assets.

3.11.9. The Contractor shall assist with IT modernization efforts including transitioning to digital workflows, building data systems, and enabling automation capabilities as directed by the Government.

Measurable KM/SharePoint Standards:

3.12.0. TAP and Fingerprint Systems Support

TAP (Transition Assistance Program) IT support is a Contractor responsibility under this PWS. No contractor is permanently stationed at TAP; the IT Support Technicians are home-based at Wheeler Bldg 107 and dispatches to the TAP office for TAP IT and fingerprint-related issues. Fingerprint systems are deployed at both TAP and DPTMS.

4.0. ROLES AND RESPONSIBILITIES

This section delineates the responsibilities of the Government, the Contractor, and shared responsibilities. It exists to reduce ambiguity, clarify risk allocation, and support the Firm-Fixed-Price nature of this acquisition. Where any downstream section of this PWS appears to conflict with this Section 4.0, the assignment of responsibility in this section governs.

4.1. Government Responsibilities

The Government retains ownership and responsibility for the following:

· Network Infrastructure: All servers, routers, switches, WAN/LAN backbone, cabling, and enterprise network transport (NIPR and SIPR).

· Enterprise Software and Licensing: Procurement, licensing, and enterprise-level configuration of Government software and platforms (e.g., Microsoft 365 tenant, enterprise SharePoint services, VTC bridges).

· Policy and Security Oversight: Development, promulgation, and interpretation of Army, DoD, and Garrison IT and cybersecurity policies; ATO/RMF sponsorship for Government systems.

· NIPR/SIPR Network Maintenance: All Tier 2 and Tier 3 enterprise transport and identity services.

· Tier 2 / Tier 3 Escalation Support: Enterprise Help Desk, DISA, NEC, and other Army/DoD-tier support for issues that exceed Tier 1 responsibility.

· Contract Administration: Contracting Officer (KO) authority, Contracting Officer’s Representative (COR) surveillance, formal acceptance of deliverables, issuance of CDRs, and inherently Governmental decisions.

· GFP/GFE Provision: Workspace, standard end-user devices, and access to the SPO Ticketing System as specified in Section 6.0.

Failures, outages, or performance degradations attributable to Government-owned infrastructure or Government-retained functions shall not count against Contractor SLA/AQL performance.

4.2. Contractor Responsibilities

The Contractor is responsible for delivering the following end-user / endpoint mission outcomes:

· Tier 1 End-User Support (Help Desk): Initial point of contact, triage, troubleshooting, password resets, account issues, endpoint hardware/software support, and escalation of unresolved issues to Government Tier 2/3.

· VTC / AV Event Setup and Support: Pre-event checks, event execution, and post-event closeout for scheduled VTC/AV events.

· Knowledge Management and SharePoint Administration: Site provisioning, permissions, content management support, and KM service-request execution within the Government-owned SharePoint environment.

· IT Asset and Device Management: Endpoint inventory, DA 2062/3161 preparation, printer/MFD/mobile/software-license tracking, and support to CAPR/GFEBS/ITAS actions.

· Customer Communication and Ticket Management: Timely status communication, accurate ticket documentation in the SPO Ticketing System, and adherence to defined ticket priority handling.

· Performance Reporting: Submission of the CMPR (D-4), staffing/certification rosters, and all other deliverables in Section 16.0.

· Contractor QC: Operation of the Contractor’s Quality Control system in accordance with the QASP.

4.3. Shared Responsibilities

The following functions are shared. The Government sets direction and standards; the Contractor executes within its Tier 1 / endpoint scope.

· Emergency Operations (COOP / EOC): The Government directs COOP and EOC activation, priorities, and access; the Contractor executes end-user and VTC/AV support to sustain designated mission-essential functions.

· Security Compliance: The Government sets cybersecurity standards, IAVM/patch mandates, and clearance requirements; the Contractor implements them on end-user endpoints and within its workforce.

· Inventory Management: The Government owns all IT assets; the Contractor tracks, reports, and supports lifecycle transactions (issue, turn-in, transfer) using Government-approved forms and systems.

· Training and Certification: The Government defines mandatory training and certification requirements; the Contractor ensures its workforce completes and maintains currency.

4.4. Reduction of Contractor Risk from External Dependencies

Consistent with Section 2.5, the Contractor’s performance shall not be penalized for outages, delays, or non-performance caused by conditions outside its control, including but not limited to:

· Government-owned network, server, or enterprise-software failures;

· Delayed action by Government users, vendors, or higher-tier support;

· Force Protection Condition (FPCON) changes or installation-level access restrictions;

· Facility unavailability (e.g., locked conference rooms) that prevents pre-event VTC/AV checks (see Section 17.2, VT-5 note).

The Contractor shall document such conditions contemporaneously in the SPO Ticketing System or applicable tracker to support SLA-pause and CDR adjudication.

5.0. APPLICABLE PUBLICATIONS AND FORMS

The Contractor shall comply with the current versions of the following publications, regulations, and forms, as applicable to the work performed. In the event of a conflict, the order of precedence is: (1) statute; (2) FAR/DFARS; (3) DoD issuances; (4) Army regulations; (5) Garrison policy.

This table is not exhaustive; the Contractor shall comply with all other applicable laws, regulations, and Garrison policies whether or not listed here.

6.0. GOVERNMENT FURNISHED EQUIPMENT (GFE)

6.1.

The Government will provide office space, supplies, telephone service, workstations, computers, system access, and storage media at Bldg 107 WAAF and supported locations as required to perform the work.

6.2. Government Furnished Equipment

The following Government-furnished items will be provided to the Contractor:

· Desk, office type

· Office Chair

· Computer System (Laptop with docking station or desktop)

· Monitor(s)

· Access to SPO Ticketing System and garrison SharePoint

· Access to ACAS/SCAP (as role permits)

· Access to GFEBS / ITAS (only where Army policy permits the assigned Contractor role)

· Army regulations, SOPs, and templates (AMD procedures, DA 2062/3161, CAPR battle-rhythm) GFE will be signed for by the designated Contractor representative on standard Army property accountability documents (DA Form 2062 / DA Form 3161).

6.3.

All Government-furnished property, information/data, and facilities provided to the Contractor shall be returned to the Government at contract end or upon Government request.

7.0. GOVERNMENT RIGHTS

The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, including source code, deliverables, trackers, and Contractor-developed systems hosted in the garrison SPO environment, become Government property upon delivery / contract end.

8.0. ADMINISTRATIVE CONSIDERATIONS

8.1.0. Work Schedule

Normal workdays are Monday through Friday, 0700–1700 HST, excluding Government holidays listed in 6.1.1.

8.1.1. Federal Holidays

· New Year's Day

· Martin Luther King Jr. Day

· President's Day

· Memorial Day

· Juneteenth

· Independence Day

· Labor Day

· Columbus Day

· Veterans Day

· Thanksgiving Day

· Christmas Day

8.1.2. Employee Absence

The Contractor will ensure suitable and qualified personnel coverage of AMSS during any PTO, training, or absence, leveraging Contractor personnel for backfill.

8.2. Non-Personal Services

The Government shall neither supervise Contractor employees nor control the method by which the Contractor performs the work. Direction shall be issued through the KO or, for technical performance, through the COR to the Contractor's Team Lead.

8.3.0. Business Relations

The Contractor shall successfully integrate and coordinate all activity needed to execute the requirement.

6.3.1. The Contractor shall maintain their work area in a clean and organized state.

6.3.2. Contractor personnel shall conform to standards of conduct and code of ethics consistent with those applicable to Government employees.

6.3.3. The Contractor shall provide personnel who project a positive Army and USAG-HI image.

6.3.4. The Contractor shall participate in maintaining the cleanliness of common areas.

8.4. Contract Management

The Contractor shall establish clear organizational lines of authority and responsibility to ensure effective management.

8.5. Contract Administration

The Contractor shall establish processes and assign appropriate resources to effectively administer the requirement.

8.6. Subcontract Management

The Contractor shall be responsible for any subcontract management necessary to integrate work performed.

8.7. Service Contract Reporting (SCR) in SAM

The Department of the Army requires contractors to report manpower data relating to performance for service/construction contracts via SAM in accordance with FAR 52.204-14 / 52.204-15 as applicable.

8.8. Travel / Temporary Duty (TDY)

Local travel between USAG-HI installations on Oahu is included in the FFP. Quarterly inter-island travel to PTA/KMC (minimum 4 trips/year) and 1–2 additional TDY trips per year with prior COR written approval are reimbursable on a not-to-exceed cost-reimbursable CLIN IAW the Joint Travel Regulations (JTR).

8.9. Contractor Quality Control Plan (QCP)

The Contractor shall submit a QCP (Deliverable D-20) NLT first working day of contract. The QCP shall describe self-monitoring against every PRS metric, internal identification of deficiencies before Government surveillance, corrective actions, and documentation of self-inspections. The QCP is complementary to — not a substitute for — the Government QASP (Section 18.0).

8.10. Phase-Out / Transition

At the conclusion of the contract, the Contractor shall execute a thirty (30) calendar-day phase-out period at no additional cost. The Contractor shall submit a Phase-Out / Transition Plan (Deliverable D-21) NLT 90 calendar days before contract end and provide full knowledge transfer: operational documentation, SOPs, runbooks, all tracker data, system access dispositions, open ticket status, in-flight CAPR/GFEBS/ITAS items, and institutional knowledge briefings (limited to a maximum of forty (40) hours of over-the-shoulder / transition briefings). Full cooperation with the successor contractor and the Government is required, including joint shift coverage and warm hand-off.

8.11. Ticketing System

The Contractor may use the Government-provided SPO Ticketing System or a similar contractor-provided tracking system with prior COR approval. If using a contractor-provided system, the Contractor shall provide the COR and designated Government personnel with full read access. The primary contractor work location is Garrison HQ Building 107, Wheeler Army Airfield.

9.0. ANTI-TERRORISM AND OPERATIONS SECURITY REQUIREMENTS

9.1. Anti-Terrorism Level I Training

This standard language is for contractor employees with an area of performance within an Army controlled installation, facility or area. All contractor employees, to include subcontractor employees, requiring access Army installations, facilities and controlled access areas shall complete AT Level I Awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 5 calendar days after completion of training by all employees and subcontractor personnel. AT level I Awareness training is available at the following website: http://jko.jten.mil.

9.2. Access and General Protection/Security Policy and Procedures This standard language is for contractor employees with an area of performance within Army controlled installation, facility, or area. Contractor and all associated subcontractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements (FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel) as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

9.3. Facility Access for Non-CAC Holders

For contractors that do not require CAC, but require access to a DoD facility or installation. Contractor and all associated sub-contractors employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (Army Directive 2014-05/AR 190-13), applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative).

9.4. iWATCH Training This standard language is for contractor employees with an area of performance within an Army controlled installation, facility or area. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH Army program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 5 calendar days of new employees commencing performance with the results reported to the COR NLT 30 calendar days after contract award.

9.5. OPSEC Standing Operating Procedure/Plan

For contracts that require a formal OPSEC program. The contractor shall develop an OPSEC Standing Operating Procedure (SOP)/Plan within 90 calendar days of contract award, to be reviewed and approved by the responsible Government OPSEC officer. This plan will include a process to identify critical information, where it is located, who is responsible for it, how to protect it and why it needs to be protected. The contractor shall implement OPSEC measures as ordered by the commander. In addition, the contractor shall have an identified certified Level II OPSEC coordinator per AR 530-1.

9.6. OPSEC Training Requirements

For contracts that require OPSEC Training. Per AR 530-1, Operations Security, the contractor employees must complete Level I OPSEC Awareness training. New employees must be trained within 30 calendar days of their reporting for duty and annually thereafter.

9.7. Controlled Unclassified Information (CUI)

Include DFARS clause 252.204-7012, which requires the contractor to comply with NIST 800-171. Also include DFARS provision 252.204-2019 into solicitations. Acquisition officials should follow procedures outlined in DFARS 204.73 and verify vendors have an adequate NIST SP 800-171 summary assessment score within the Supplier Performance Risk System (within PIEE). If the score doesn’t show a medium- or high-level assessment with a score of 110 or better (as described in the “NIST SP 800-171 DoD Assessment Methodology”), include clause 252.204-7020 and obtain the vendor’s “system security plan” and “plan of action” for NIST SP 800-171 verification and assurance by Army security officials.

9.8. Threat Awareness Reporting Program (TARP)

For all contractors with security clearances. Per AR 381-12 Threat Awareness and Reporting Program (TARP), contractor employees must receive annual TARP training by a CI agent or other trainer as specified in 2-4b.

10.0. SPECIAL QUALIFICATIONS / TRAINING

All training requirements listed below are at no additional cost to the Government. The Contractor shall maintain a Master Training and Certification Roster (Deliverable D-5) — the Government will rely on this Contractor-submitted roster (NOT ATCTS) as the authoritative compliance artifact.

10.1. Information Assurance (IA) / IT Baseline Certification

Per DoDM 8140.03, DFARS 252.239-7001, AR 25-2: CompTIA Security+ (CE) or successor within 60 calendar days of award; maintain current.

10.2. Percipio CIO/G-6 NETCOM IA Training

Completed prior to elevated privileged access; current equivalents accepted.

10.3. Cybersecurity Fundamentals

Completed prior to elevated privileged access.

10.4. Cyber Awareness Training

DoD Cyber Awareness Challenge completed prior to access and annually.

10.5. Local Area Network (LAN) Access

Contractor personnel shall obtain a Common Access Card and complete all required access training.

10.6. Security Awareness Training

Annual.

10.7. Derivative Training

Required for classified network access.

10.8. Proprietary Information and Privacy

Contractor personnel are required to protect proprietary information and Privacy Act information.

Summary of Training Timelines:

11.0. KEY PERSONNEL

Experienced professional and/or technical personnel are essential for successful accomplishment of the work performed under this contract. Key Personnel under this contract are one (1) position ONLY, each requiring KO approval for substitution:

9.1. All vacancies that occur after award shall be identified and notification sent to the Contracting Officer and COR within two (2) business days.

Measurable Vacancy Reporting and Backfill Standards:

12.0. IDENTIFICATION OF CONTRACTOR EMPLOYEES

10.1. The Contractor shall provide each employee with an identification (ID) badge made of nonmetallic material, easily readable, including the employee's name, service provider's name, functional area of assignment, and a recent color photograph. Personnel shall wear the ID badge at all times when performing work on a Government site.

10.2.0. The Contractor shall identify themselves as contractors on all correspondence (including email) and when answering the phone.

10.2.1. The Contractor is required to have CTR displayed in his/her official government email address and to create an automatic signature block identifying themselves as a Contractor.

13.0. COMMON ACCESS CARDS (CACs) FOR CONTRACTOR PERSONNEL

The Contractor is responsible for ensuring that employees performing services on the contract who require access to DoD information systems or installations obtain CACs per current DoD policy.

11.1. When Contractor performance is required on a Government installation, Contractors shall ensure CACs are obtained for personnel who:

11.1.1. Require long-term logical access to DoD computer networks (unclassified or classified).

11.1.2. Perform work on a long-term basis that requires the use of a CAC for installation entry or physical access.

11.2.0. The Contractor shall ensure compliance with the provisions set forth below. For purposes of FAR Clause 52.204-9, the Contractor's FSO is the designated single POC for CAC processing.

11.2.1. The FSO shall provide the following information to the TA for every Contractor employee requiring access to the DoD facility/network:

· Last Name

· First Name

· Middle Name

· Social Security Number

· Date of Birth

· Email address (incoming individual or FSO)

11.2.2. Contractors and their employees shall use the following procedures to obtain CACs:

Prior to contacting a Trusted Agent (TA), the Applicant must first be vetted IAW:

· FIPS 201-1 — Personal Identity…