PWS_1_21_16.docx

PERFORMANCE WORK STATEMENT (PWS)

FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT

21 Jan 2016

EXECUTIVE SUMMARY

This is a non-personnel service contract to provide Air Force Automated Education Management System (AFAEMS) / Air Force Virtual Education Center (AFVEC) / Air Institute (AI) Portal helpdesk support for the Air Force Civilian Acquisition Workforce employees and students. The Air Force Acquisition Training Office (ATO) began using the AFVEC/AFAEMS/AI Portals to provide Tuition Assistance (TA) to Air Force Acquisition coded civilians in 2011.

PERFORMANCE WORK STATEMENT (PWS)

FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT

21 Jan 2016

1. PURPOSE

This is a non-personnel services contract to provide Air Force Automated Education Management System (AFAEMS) / Air Force Virtual Education Center (AFVEC) / Air Institute (AI) helpdesk support for the Air Force Civilian Acquisition Workforce employees and students.

2. SCOPE

The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and/or any other items and non-personal services necessary to perform AFAEMS/AFVEC/AI Portal operations, maintenance, and helpdesk support for the Air Force Civilian Acquisition Workforce employees and students.

All work shall be performed at the contractor’s facility.

The contractor shall provide helpdesk support to include identifying, escalating, resolving, and tracking problems. Support shall be provided from 0730 – 1630, Central Standard Time, Monday through Friday. AFAEMS/AFVEC/AI Portal support will follow the Federal Government schedule for holidays provided during each work year. The holidays recognized by the Federal Government are: New Year’s Day, Dr. Martin Luther King Jr’s Birthday, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, and Christmas Day. Down days declared by the AETC Commander are considered duty days and are not included in the definition of a holiday.

The contractor shall maintain user accounts, password, software licenses, system file directories, and system documentation and accreditation. This includes adding, changing, or deleting user accounts, passwords, and access rights; creating, allocating, monitoring, and restoring data files and space; formatting and updating content information screens and tabs.

The contractor shall act as the intermediary between the end-user for troubleshooting, maintaining, and managing the uploading content and upgrade strategies, as well as, provide system administration, training for IT, technical support, security, administrative control, and application services for all operational systems.

Historically, the helpdesk receives approximately 30 calls or emails per month. Refer to Appendix-A for historical data.

3. REQUIREMENT(S)/DESCRIPTION OF SERVICE(S)

The contractor shall provide continued development and maintenance of AFAEMS/AFVEC/AI Portal Helpdesk. Support shall be available 0730 – 1630 Monday-Friday, Central Standard Time (except for the Federal Holidays identified in Section 2), to provide support for Civilian Acquisition employees and students, and the AI Portal schools having questions concerning Civilian Acquisition students. The tasks required by the contractor are as follows:

Helpdesk Support

Tier 1

· Assist Civilian Acquisition Workforce coded employees and students with basic customer inquiries by phone, email, or the Customer Relations Management (CRM) tool

· Assist AI Portal schools with invoicing, posting grades, and/or any other AI Portal features specific to Civilian Acquisition Workforce coded employees and students

· Troubleshoot issues by analyzing customer’s problems and/or concerns

· Annotate bugs, and coordinate resolution with the tuition assistance manager

· Based on actual historical data (refer to Appendix-A), the average number of helpdesk contacts per month is 30

Tier 2

· Provide support for issues elevated from Tier 1 helpdesk

· Provide data retrieval as requested by Civilian Acquisition Workforce

· Triage annotated bugs and schedule fixes, arrange for testing and AI scans/security fixes, and prepare to deploy the fix to live database

Tier 3

· Provide resolution, or develop a solution, to new and/or unknown issues specific to TA that cannot be resolved at the Tier 1 or Tier 2 support level

· Coordinate with TA manager regarding change requests specific to Civilian Acquisition TA that affect AFAEMS and AFVEC

Development, Operations, and Maintenance

· Triage bugs or minor change requests specific to Civilian Acquisition

· Annotate, document, and verify new requirements specific to Civilian Acquisition TA

· Conduct Preliminary Design Review (PDR) and Critical Design Review (CDR) for requirements and change requests specific to Civilian Acquisition TA

· Develop software to update AFAEMS and AFVEC, to meet documented change requests and bugs specific to Civilian Acquisition

· Conduct Information Assurance and security scans

· Conduct testing specific to Civilian Acquisition TA updates

· Deploy updated code to live server

Training

· Provide AFAEMS training using video teleconferencing (VTC) or Defense Connect Online (DCO), to the Civilian Acquisition Workforce employees at JBSA Randolph as needed

· Provide an up-to-date, electronic, searchable AFAEMS user guide that will assist Civilian Acquisition Workforce employees

4. CONTRACTUAL REQUIREMENTS

4.1 Non-Personal Services

The Government will neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor feels that any actions constitute, or are perceived to constitute personal services, it shall be the contractor’s responsibility to notify the Contracting Officer (CO) immediately. These services shall not be used to perform work of a policy/decision making or management nature, i.e., inherently governmental functions. All decisions relative to programs supported by the contractor shall be the sole responsibility of the Government.

4.2 Contractor Identification – not applicable, all work to be performed at contractor site.

4.3 Project Management

The contractor shall identify an individual who shall be the primary representative responsible for all work awarded under this contract. The assigned party shall participate in project management reviews and ensure that all items referenced within this PWS are addressed and/or adhered to.

5. PROTECTION OF SYSTEM DATA

Unless otherwise stated in the contract, the contractor shall protect system design-related documents and operational data whether in written or electronic form via a network in accordance with all applicable policies and procedures for such data. Those policies and procedures include: DoD Regulation 5400.7-R and DoD Manual 5200.01(v1-v4) (including the latest changes and applicable service/agency/ combatant command policies and procedures). The contractor shall protect system design-related documents and operational data (at minimum) to the level provided by Secure Sockets Layer (SSL)/Transport Security Layer (TSL)-protected web site connections with certificate and or user ID/password-based access controls. The certificates used by the contractor for these protections shall be DoD or IC approved Public Key Infrastructure (PKI) certificates issued by a DoD or IC approved External Certification Authority (ECA) and shall make use of at least 128-bit encryption.

5.1 System and Network Authorization Access Requests

For contractor personnel who require access to DoD, DISA, or Air Force computing equipment or networks, the contractor shall have the employee (prime or subcontracted) sign and submit a System Authorization Access Report (SAAR), DD Form 2875002E.

5.2 Qualifications/Contractor Training

Contractor personnel are required to possess the skills necessary to support their company’s minimum requirements of the labor category under which they are performing. Training necessary to meet minimum requirements will not be paid for by the Government or charged to contract by the contractor.

5.3 Section 508 of the Rehabilitation Act

The contractor shall meet the requirements of the Access Board’s regulations at 36 CFR Part 1194, particularly 1194.22, which implements Section 508 of the Rehabilitation Act of 1973, as amended. Section 508 (as amended) of the Rehabilitation Act of 1973 (20 U.S.C. 794d) established comprehensive requirements to ensure: 1) Federal employees with disabilities are able to use information technology to do their jobs, and 2) members of the public with disabilities who are seeking information from Federal sources will be able to use information technology to access the information on an equal footing with people who do not have disabilities.

6. QUALITY ASSURANCE

The CO may require the contractor to meet with the CO, Contract Administrator (CA), and/or other government personnel as deemed necessary. The contractor may request a meeting with the CO when he/she believes such a meeting is needed. Written minutes of any such meeting shall be recorded. A copy of all recorded minutes shall be placed in the official contract file, and sent to all attendees via e-mail.

APPENDIX-A

Average workload data based on actual historical reports.

Note 1: CRM = Customer Relations Management Note 2: Average of 30 contacts per month (historical data based on of 18 months with helpdesk support, and 15 months of calls fielded without helpdesk support) Note 3: Time not accounted for in the chart above represent periods without helpdesk support