A04_SOW_MUSA_ISD_1.docx

Statement of Work (SOW) All DOI Microsoft Unified Support Agreement and Industry Solutions Delivery Department of the Interior, Office of the Chief Information Officer (OCIO)

1. BACKGROUND

The Department of the Interior (DOI), maintains an extensive deployment of Microsoft 365 (M365) software products and services across its Bureaus and Offices, having made substantial investments in these solutions. Rigorous security assessments have been conducted for these software assets, and personnel have been trained to proficiently support and leverage these technologies.

The M365 environment plays a pivotal role in supporting both mission-critical and business functions within the Department. To ensure the continued robustness of DOI's Microsoft products and cloud services, as well as to optimize their utilization, DOI seeks an all-encompassing centralized Department wide Microsoft Unified Support and Industry Solutions Delivery (ISD) contract. This vehicle will furnish coordinated and specialized assistance tailored to the associated products, cloud, and consulting services.

While several Bureaus and Offices currently have individual Unified Support agreements in place, the overarching objective is to consolidate these disparate contracts into a singular framework. Such consolidation promises substantial cost efficiencies and streamlines contract administration, presenting a strategic advantage for the Department.

2. SCOPE

The purpose of this Statement of Work (SOW) is to formalize an enterprise-wide services contract aimed at furnishing the Department of the Interior (DOI) with a centralized contract vehicle for accessing Microsoft Unified Support and professional consulting services across all DOI Bureaus and Offices. These support services encompass proactive assistance designed to sustain and enhance the health of DOI Microsoft products, cloud infrastructure, and operations.

The Unified Support Agreement shall include the following:

· Service Delivery Management to facilitate planning and implementation.

· Technical Support

· Prioritized 24×7 problem resolution services to provide rapid response to minimize downtime.

· Escalation management for critical business down or degraded issues

· Assigned Customer Success Account Manager (CSAM) for account management.

· Advisory phone support for incidents

· Proactive Services

· Designed to help prevent issues within the Microsoft environment and are scheduled to ensure resource availability and service delivery throughout the term of this Services Description, which shall include expert-led, solution-specific engagements designed to assist DOI with onboarding and optimizing key solutions with services for well architected, server migration, security, Microsoft Teams, Power Apps, Analytics, etc.

· Planning Services

· Conduct comprehensive assessments and reviews of the current infrastructure, data, applications, and security environment to develop plans for remediation, upgrades, migration, deployment, or solution implementation in alignment with the desired outcomes.

· Implementation Services

· Technical and project management expertise to help expedite the design, deployment, migration, upgrade, and implementation of Microsoft technology solutions.

· Onboarding Services: A direct engagement with a Microsoft resource that shall provide deployment, migration, upgrade, or feature development assistance, including support for planning and validating a proof-of-concept using Microsoft products.

· Maintenance Services

· On-Demand Assessment: Access to a self-service, online automated assessment platform that analyzes Bureau and Office Microsoft technology implementation through log analysis.

· Assessment Program: An in-depth evaluation of Bureau and Office Microsoft technology's design, technical implementation, operations, or change management, compared against Microsoft's best practices.

· After the assessment, Microsoft will help address any identified issues and provide a detailed report, including a remediation plan.

· Offline Assessment: This automated assessment evaluates Bureau and Office Microsoft technology implementation with data collected remotely or on-site.

· Microsoft then analyzes this data using on-premises tools to generate a report with findings and remediation suggestions.

· Proactive Monitoring: Offers tools and guidance for tuning Bureau and Office server incident management processes, including the creation of incident matrices, conducting major incident reviews, and designing a sustained engineering team.

· Proactive Operations Programs (POP): A comprehensive review of Bureau and Office planning, design, implementation, or operational processes to ensure they align with Microsoft's recommended practices.

· Risk and Health Assessment Program as a Service (RAP as a Service): An automated assessment of Microsoft technology implementation, with data collected remotely.

· Microsoft analyzes the data to create a report with findings and recommended remediation steps.

· Optimization Services

· Focus on the goals of optimal utilization of the Department’s technology investment, to include remote administration of cloud services, optimizing the adoption of Microsoft product capabilities by end users and ensuring a robust security and identity posture.

· Adoption Services: This suite of services is designed to help Bureau and Office evaluate, implement, and optimize changes related to Bureau and Office Microsoft technology purchase, focusing on the people side of change.

· These services offer support in the development and execution of Bureau and Office adoption strategy.

· Customers gain access to experts with the knowledge and experience to implement Microsoft-recommended practices in support of their adoption program.

· Development-Focused Services: These services offer assistance for building, deploying, and supporting applications developed with Microsoft technologies.

· Services Insights for Developers: An annual assessment of Bureau and Office application development practices guiding toward best practices when developing applications and solutions on Microsoft platforms.

· Development Support Assistance: Provides recommendations to aid in the creation and development of applications that integrate with Microsoft technologies.

· IT Services Management: This suite helps modernize Bureau and Office IT environments by adopting contemporary service management techniques that promote innovation, flexibility, quality, and reduced operational costs.

· Services can be delivered through remote or on-site advisory sessions or workshops, providing guidance for monitoring, incident management, and service desk processes.

· Education Services

· On-Demand Education: Provides access to a library of online training materials and interactive labs through a digital platform developed by Microsoft.

· This resource offers a flexible learning experience for various Microsoft technology topics.

· Webcasts: Offers live, remote educational sessions hosted by Microsoft.

· These sessions cover a wide range of support and Microsoft technology topics and are accessible online.

· Chalk Talks: Consists of short, interactive sessions, typically lasting one day, that focus on specific product and support topics.

· These sessions, delivered by a Microsoft resource, can be conducted in person or online, using a lecture and demonstration format.

· Workshops: Provides advanced-level technical training on various support and Microsoft technology topics. Workshops are conducted by a Microsoft resource, either in person or online.

· Additional Proactive Services

· Custom Proactive Services: A customized engagement with Microsoft resources to deliver services as directed by the customer.

· These can be delivered in person or online and include Maintenance, Optimization, and Education service types.

· Support Technology Advisor (STA): A tailored service that provides a technology assessment to support customer business goals, focusing on areas such as workload optimization, technology adoption, or supportability.

· Delivered by a Microsoft resource, this service can include a detailed plan and technical guidance designed to align with the customer's environment and business objectives.

· Proactive Accelerator: A Microsoft-led service offering a targeted set of activities to help customers achieve a specific technical or business outcome.

· This programmatic approach aims to reduce deployment risks, increase availability, or optimize solution performance.

· Depending on the engagement's scope, activities may include fit-gap analysis, onboarding, optimization, knowledge transfer, design validation, and implementation planning.

· Designated Engineering (DE): A curated, results-oriented solution based on Microsoft's recommended practices and principles, designed to accelerate time-to-value.

· This service involves a lead expert working closely with the Bureau or Office team to provide deep technical guidance. The scope can range from assessment and planning to upskilling, design, configuration, and implementation, with additional Microsoft experts brought in as needed.

· Reactive Services

· Advisory Support: Phone-based support designed for addressing short-term, unplanned issues that require less than six hours to resolve. This service provides advice, guidance, and knowledge transfer to IT Professionals, focusing on deploying and implementing Microsoft technologies to avoid common support issues and reduce the likelihood of system outages.

· Architecture, solution development, and customization are outside the scope of these Advisory Services.

· Problem Resolution Support: Offers assistance in troubleshooting specific problems, error messages, or functionality issues with Microsoft products. Incidents can be initiated via phone or web submission, providing support for a range of Microsoft products.

· Issues not covered by the online service support portal are handled through the Microsoft Services online portal.

· Incident Response: Microsoft defines severity levels for support incidents, which determine response times and customer responsibilities.

· The term 'First Call Response' refers to the initial non-automated contact via phone or email.

· Microsoft may collaborate with third-party technology suppliers to resolve multi-vendor interoperability issues, but third parties remain responsible for supporting their products.

· Customer Responsibility: Customers must communicate the business impact of an incident to Microsoft to determine the appropriate severity level.

· Customers can request a change in severity level during an incident if the business impact shifts.

· Reactive Support Management: Provides oversight for support incidents to ensure timely resolution and high-quality support delivery.

· Service Delivery Management oversees the Reactive Support Management process, coordinating all support requests.

· Incident Response: For Severity B and C incidents, support is available during business hours with Microsoft resources providing escalation updates upon request.

· For Severity 1 and A incidents, an enhanced escalation process is automatically initiated, and a dedicated Microsoft resource will ensure continuous technical progress with regular status updates and action plans.

· Additional Coverage: To extend reactive support coverage beyond regular business hours, Bureau and Offices can purchase Additional Reactive Support Management Hours.

· This provides additional resources for support outside of standard operating hours.

· Root Cause Analysis (RCA): Upon explicit request before the incident is closed, Microsoft will conduct a Root Cause Analysis to identify the underlying causes of an incident or a series of related problems.

· Bureau and Office collaboration with Microsoft will be required to provide necessary diagnostic materials, such as log files or network traces.

· Reactive Support Management Add-on: Additional hours for Reactive Support Management shall be available for purchase, providing remote support during agreed-upon business hours in a specified time zone.

· Service Delivery Management

· Customer Organization Enablement: Offers guidance and information to Bureau and Office designated Support Service Administrator on managing Unified Support services and preparing to utilize Unified Support's digital and reactive offerings.

· Microsoft Product, Service, and Security Updates Guidance: Provides information on upcoming product and service features, changes, and security bulletins for Microsoft technologies.

· Program Development & Management: Encompasses activities to plan, propose, and manage support programs across Bureau and Office organizations, aiming to maximize the value of Microsoft technology investments.

· This includes recommending services to achieve business and technology goals, using both Base Package support and additional services Bureau and Office may purchase.

· Unified Support Onboarding: Includes activities designed to facilitate Bureau and Office onboarding into Unified Support, such as introducing self-service capabilities in the online support portal, with the objective of promoting timely utilization of Unified Support services.

· Cloud Success Program: Offers planning and delivery services to support Bureau and Office achievement of specific cloud-related goals, aiming to accelerate the implementation, adoption, and value realization of Microsoft cloud technologies.

· Cloud Solution Architect Developer Advocate: Assigns a development-focused Microsoft support resource to provide strategic advice and guidance, enhancing innovation and efficiency throughout the software development lifecycle.

· Executive Relationship Management: Comprises activities that align the Microsoft Support team with Bureau and Office organization's strategic priorities, engaging with key business and technology stakeholders.

· Service Delivery Management Add-on: An additional Service Delivery Management resource shall be available to purchase for custom service delivery management services within a predetermined scope. These resources can operate remotely or onsite, depending on the agreement, and are subject to Microsoft resource availability.

· Onsite Service Delivery Management: This service allows for onsite visits from Bureau and Office Customer Success Account Manager, subject to resource availability and potentially requiring additional charges per visit.

· Enhanced Services and Solutions

· Customized Technical Engagement: Enhanced Designated Engineering (EDE) provides a dedicated engineering resource to support complex customer scenarios. This service is designed to meet Bureau and Office specific needs and outcomes by assigning an engineer with a deep understanding of Bureau and Office environment or solution to support various business goals, such as workload optimization, technology adoption, or supportability.

· Flexible Purchase Options: EDE services can be purchased as predefined packages or as a block of custom hours, allowing flexibility in how Bureaus and Offices utilize the services.

· When purchased as hours, EDE service hours are deducted from Bureau and Office total purchased hours as they are used.

· Predefined EDE Offerings: These offerings are tailored to Bureau and Office environment and are designed to achieve specific desired outcomes.

· They come with predefined proactive services built into the package.

· EDE Focus Areas:

· Performance Optimization: Maintain a deep understanding of Bureau and Office current and future business requirements to ensure Bureau and Office IT environment is optimized for performance.

· Support Recommendations: Provide documentation and recommendations on utilizing various support-related deliverables, such as supportability reviews, health checks, workshops, and risk-assessment programs.

· Deployment Consistency: Ensure that Bureau and Office deployment and operational activities are aligned with Bureau and Office planned and current implementations of Microsoft technologies.

· Skill Development: Enhance Bureau and Office IT staff's technical and operational skills through knowledge sharing and training.

· Incident Prevention: Develop and implement strategies to prevent future incidents and increase system availability for Bureau and Office Microsoft technologies.

· Root Cause Analysis: Identify the root cause of recurring incidents and provide recommendations to prevent further disruptions in designated Microsoft technologies.

· Resource Allocation and Planning: Regardless of how EDE is purchased, resource allocation, prioritization, and assignment are agreed upon during the initiation meeting and documented as part of Bureau and Office service delivery planning.

· Enhanced solutions that are relationship-driven, in-depth support experiences, including Azure Event Management, Azure rapid response, Designated Support Engineering (DSE), Developer Support, Office 365 Engineering Direct, and Support for Mission Critical.

· On demand assessments with as-needed setup and configuration services for IT health.

This section provides a comprehensive overview of the primary Microsoft Enterprise Services available for procurement under this Statement of Work (SOW). Microsoft Enterprise Services encompass a diverse range of solutions designed to empower Bureaus and Offices to achieve their objectives through innovative technology solutions and expert guidance.

Industry Solutions Delivery (ISD): ISD shall offer project-based technical consulting services customized to meet the Bureaus and Offices mission and goals. Leveraging industry experience, technical expertise, and customer-centric approaches, ISD assists in formulating strategies and roadmaps to support DOI's digital transformation initiatives. ISD professionals possess specialized knowledge across various Microsoft technologies, DOI's IT ecosystem, and relevant industry domains. Additionally, ISD maintains direct access to Microsoft Product teams, facilitating efficient issue resolution and product enhancement based on customer feedback.

· Expertise across Microsoft technologies and DOI's IT ecosystem

· Industry-specific knowledge and experience

· Access to Microsoft Product teams for issue resolution and product enhancement

· Facilitation of new product features based on customer feedback

· Participation in Microsoft's Technology Adoption Program (TAP) for previewing and influencing product functionality Digital Advisory Services (DAS): DAS focuses on driving digital transformation by accelerating time-to-value from Microsoft investments, enhancing enterprise and data security, mitigating risk, innovating new business approaches, and delivering exceptional customer experiences. Through strategic planning, architecture design, deployment, application development, infrastructure support, project management, knowledge transfer, and access to Microsoft Labs, DAS assists Bureaus and Offices in maximizing the value of its Microsoft solutions and navigating the complexities of digital transformation effectively.

· Accelerating time-to-value from Microsoft investments

· Enhancing enterprise and data security

· Mitigating risk and increasing adaptiveness

· Innovating new business approaches

· Delivering exceptional end-to-end customer experiences

· Providing industrialized support to ensure solutions remain secure and up-to-date

3. REQUIREMENTS

This requirement is to award a contract for Microsoft Unified Support for the Department of the Interior. The Department intends to establish a contract vehicle for a base period of one year (1) with four (4) one-year option periods.

4. DELIVERABLES

· Monthly status report detailing Microsoft system health, status, support hours burn rate and maintenance upcoming events.

· The vendor must complete a Root Cause Analysis (RCA) after each outage summarizing events which led system failure and methods used to resolve the issue.

The vendor shall provide the following:

5. PLACE OF PERFORMANCE:

Deliver To:

The Department of the Interior, Office of the Chief Information Officer (OCIO) Enterprise Services Division – End User Services Branch Main Interior Building, Washington, DC 20240 Contact – Eloy Sedillo Deputy Chief End User Services Phone – (720) 545-8904 Email – eloy_sedillo@ios.doi.gov

6. PERIOD OF PERFORMANCE or DELIVERY DATE:

7. SECTION 508 APPLICABLE STANDARDS

The resources acquired in this investment must meet all applicable standards established by the Access Board in 36 CFR Part 1194, including technical, functional performance, information, documentation, and support standards. The products, services, information and data that are provided to the Government or the public as a result of this acquisition shall afford individuals with disabilities access comparable to that afforded to individuals without disabilities.

Note that Functional Performance Criteria and Information, Documentation and Support are always applicable to EIT acquisitions and should remain checked.

Standards applicable to this acquisition include:

☐ Software Applications and Operating Systems 1194.21 ☐ Web-based Intranet and Internet Information and Applications 1194.22 ☐ Telecommunications Products 1194.23 ☐ Video or Multimedia Products 1194.24 ☐ Self-Contained, Closed Products 1194.25 ☐ Desktop and Portable Computers 1194.26 ☒ Functional Performance Criteria 1194.31 ☒ Information, Documentation, and Support 1194.41

The full text of the above referenced standards can be found at: http://www.section508.gov.