AFRL_DSC_ITSS_PWS_2025 (DRAFT_SAM).pdf

For Official Use Only – Source Selection Sensitive Do not distribute without permission of AFRL/DSC

PERFORMANCE WORK STATEMENT (PWS)

TO PROVIDE

INFORMATION TECHNOLOGY SERVICES SUPPORT

FOR

AIR FORCE RESEARCH LABORATORY HEADQUARTERS (AFRL/DSC)

March 2025

Table of Contents

1.0 DESCRIPTION OF SERVICES

1.1 Scope

1.2 Background

1.3 Objective

1.4 Requirements

1.4.1 Computer Support

1.4.2 Content Management

1.4.4 Network Implementation

1.4.5 Systems Integration

1.4.6 Systems Support

1.4.7 Asset Management

1.4.8 Meeting Support and Scheduling

1.4.9 Cybersecurity Management

1.4.10 Data Analysis and Integration

1.4.11 Platform Support and Software Development

2.0 SERVICES SUMMARY

3.0 BASE SUPPORT/GOVERNMENT FURNISHED INFORMATION

4.1 Place of Performance

4.2 Normal Duty Hours

4.3 Extended Hours

4.4 Travel

4.5 Personnel Management and Training Requirements

4.6 Contractor Point of Contact (POC)

4.7 Associate Contractor Agreements

4.8 Sensitivity of Data

4.9 Security and Identification Procedures

4.10 Quality Control

4.11 Quality Assurance

4.12 Performance of Services During Emergency Conditions Declared by Base Authority25

4.13 Contractor Manpower Reporting

4.14 Transition

4.15 Non-Personal Services

4.16 Combating Trafficking in Persons

1.0 DESCRIPTION OF SERVICES

1.1 Scope

To provide comprehensive Information Technology (IT) Services Support for the Air Force Research Laboratory (AFRL) Headquarters (AFRL/DSC). This support encompasses tasks to ensure an effective Information Management structure that not only fosters the timely deployment and optimal operation of Information Systems but also drives modernization and digital transformation initiatives critical to advancing the AFRL mission.

This Performance Work Statement (PWS) outlines the provision of contractor services across three key operational states:

1. Normal (Steady State) Operations: Maintaining routine IT services and infrastructure to support AFRL’s research objectives.

2. Emergency Operations: Supporting execution and testing of Continuity of Operations Plans (COOP) or similar emergency plans to ensure mission-critical operations during crises.

3. Post-Emergency Recovery: Ensuring seamless transitions back to Normal Operations following emergency situations.

In addition to these foundational services, the contractor will be tasked with enabling AFRL’s strategic priorities for modernization and digital transformation, including implementing innovative technologies to enhance operational efficiency and mission effectiveness, streamlining processes through automation, advanced analytics, and artificial intelligence, and supporting cloud migration, infrastructure upgrades, and cybersecurity enhancements to meet evolving technological and operational demands.

1.2 Background

AFRL plans and executes USAF programs in the areas of basic research, exploratory development, and advanced development.

1.3 Objective

The objective is to acquire a full range of IT services to support the Research and Development and operational missions of AFRL. At a minimum, IT services will consist of the following: Customer Support, Application and Web Development, Planning, Network Implementation, Systems Integration, Systems Administration, Systems Support, Communication Support, Network Multimedia Devices, Asset Management, Meeting Support and Scheduling, Cybersecurity Management, Data Analysis and Integration, and Platform Support and Software Development.

1.4 Requirements

1.4.1 Computer Support. The contractor shall provide points of contact, referred to as the “Help Desk,” for collecting, controlling, disseminating, documenting, and resolving all user questions and problems. The contractor shall provide an on-site Field Service Team to perform problem analysis and resolution, as well as periodic maintenance. The contractor shall develop and update procedures for the analysis and resolution of IT support requests, including developing standardized schema for characterizing the nature and types of problems being encountered, as well as remedial services being provided. The Help Desk shall fully document incidents, to include problem description, analyses, recommendations, and remedial actions that are taken by the Field Service Team. Contractor Field Service Team personnel shall be trained, qualified, and appropriately certified for the types of IT services required by AFRL HQ, including DOD 8140.01 Cyberspace Workforce Management (including precursor DOD 8570.01-M Information Assurance Workforce Improvement Program (May 15, 2008)), and Air Force guidance requirements. The contractor shall ensure Field Service personnel maintain currency with training and certification to competently service technologies deployed within the Headquarters.

The contractor shall support the operational management of all Headquarters (HQ) IT systems in such a manner as to ensure that non- availability, either collectively or individually, does not exceed 1% of annual, normal operating hours (8,300 hours out of 24x7). The contractor shall conduct ongoing verification of bona fide HQ users, as well as perform annual (re)certification of users’ licenses for network access. The network access (re)certification process shall be subject to change in order to maintain compliance with Information Assurance and Security directives.

1.4.1.1 Customer support shall:

1.4.1.1.1 Staff the helpdesk with personnel qualified to provide telephone help desk support.

1.4.1.1.2 Support HQ IT hardware, including but not limited to various types of personal and workstation computers. Hardware support consists of, as a minimum, unpacking, assembling, setting up, testing, operationally sustaining (e.g., diagnosing, repairing, and replacing), and decommissioning all Information Technology Asset Management (ITAM) equipment.

1.4.1.1.3 Support AFRL HQ and enterprise software. Software support consists of, as a minimum: receiving, installing, testing, configuring, debugging, patching, and assisting users in employing product features.

1.4.1.1.4 Support all other IT-related equipment as needed.

1.4.1.1.5 Manage all aspects of materials handling of ITAM

equipment, including:

1.4.1.1.5.1 Receiving, documenting (e.g., inventorying), labeling, and deploying

1.4.1.1.5.2 Recovering, disassembling, packing, crating, documenting, shipping

1.4.1.1.5.3 Relocating, reassembling, documenting, and

redeploying to new locations.

1.4.1.1.5.4 Inventorying items by capturing, entering and

maintaining data in HQ ITAM equipment databases, where applicable.

1.4.1.1.6 Manage warranty repairs for all ITAM equipment.

1.4.1.1.7 Assist ITAM custodian(s) in accomplishing all aspects of proper management of ITAM equipment.

1.4.1.1.8 Assist Information Assurance personnel in accordance with pertinent regulations and directives.

1.4.1.1.9 Provide immediate response to users by offering assistance over the phone, when feasible, and following up to ensure user satisfaction.

1.4.1.1.10 Utilize an automated Helpdesk call management system to track and document all Field Service activities including the resolution of user inquiries, service requests, and problem reports.

1.4.1.1.11 Maintain the HQ Helpdesk call management and process tracking system, including updating the database and adding new functionality. Implement any new, and maintain concurrent with, all processes and aspects of IT and cybersecurity support into tracking system. Automate the tracking of all repeatable processes from initiation to completion and keep history of actions taken by the IT staff. Ensure all technicians are proficient in IT processes and utilize the HQ Helpdesk call management system effectively to continually improve efficiency of operations.

1.4.1.1.12 Analyze field service reports to identify common problems, developing trends, and recommend corrective actions.

1.4.1.1.13 Operate a customer feedback assessment activity

mechanism to obtain and analyze measures of customer satisfaction. Metrics data shall include measures of responsiveness as well as completeness and effectiveness of the service, and be retained for sufficient time (i.e., at least one year) in order to ensure a statistically acceptable sampling that provides perspective in terms of both the current and cumulative quality of performance.

1.4.1.1.14 Complete and continually update process diagrams, reference documents, brain books, continuity guides, and/or any other related information to improve all aspects of repeatable IT related process understanding and continuity among the contractor and government staff. Ensure all related continuity information is accessible to both contractor and IT government staff, and any quick reference guides useful to users will be accessible to them.

1.4.1.1.15 Manage and maintain a bench stock inventory of ITAM equipment, the quantities and types of which are to be determined using MTBF and other service history data that shall be captured and tracked by the Helpdesk call management system.

1.4.1.2 User Training:

1.4.1.2.1 The contractor shall prepare, manage, and arrange or conduct, IT- related training for Government personnel and supporting contractors.

1.4.1.3 Incident Priorities

1.4.1.3.1 Priority #1 – Significant AFRL HQ impact or SES/GO, Front

Office principal, and/or 2-Letter level request

1.4.1.3.2 Priority #2 – Work stoppage for any user.

1.4.1.3.3 Priority #3 – Normal or routine issues

1.4.1.3.4 Priority #4 – Minor issue resolution

1.4.2 Content Management. The contractor shall:

1.4.2.1 Develop and implement a content management plan to organize, categorize, and maintain AFRL's digital content, including documents, reports, images, and videos.

1.4.2.2 Develop and maintain a content inventory to track and manage all digital content.

1.4.2.3 Provide training and support to AFRL staff on the use of the content management system.

1.4.2.4 Integrate the content management system with other AFRL IT systems and applications, such as document management systems and collaboration platforms.

1.4.2.5 Conduct quality assurance reviews to ensure that all content and requirements are accurate, complete, and consistent.

1.4.3 Requirements Management and Planning. The contractor Shall:

1.4.3.1 Document, track and prioritize non-standard requirements outside of the standard DSC IT services catalog.

1.4.3.2 Conduct quality assurance reviews to ensure that all content and requirements are accurate, complete, and consistent.

1.4.3.3 Engage with AFRL HQ customers to identify, provision, recommend, or deliver a viable solution to customer requirements.

1.4.3.4 Maintain and update Service catalog and offerings for AFRL HQ customers.

1.4.4 Network Implementation. The contractor shall:

1.4.4.1 Install, test, deploy, manage, update and maintain segments and elements of the HQ’s local networks, including wireless networks and communications interfaces to external networks as coordinated with local Comm Group. Support shall include, where applicable, gateways to public and private communications networks.

1.4.4.2 Test, deploy, operate, update and maintain network-

monitoring devices.

1.4.4.3 Survey and maintain a record of existing wireless, base band, and fiber networks and update configuration documents, as modifications are made.

1.4.4.4 Maintain building and network drawings using Government supplied tools.

1.4.5 Systems Integration. The contractor shall work to facilitate compatibility between systems deployed in AFRL and standard Air Force systems. In order to accommodate a generic interface capability to other DoD systems, the contractor shall maintain the means to utilize: Foreign National or Virtual (Extranet) Networks, internal networks supporting the AFRL mission, the Secret Internet Protocol Router Network (SIPRNet), the Defense Research and Engineering Network (DREN) and the associated Nonsecure Internet Protocol Router Network (NIPRNET), as common carriers for data traffic between systems. User interfaces being maintained shall permit AFRL organization administrators to:

1.4.5.1 Provide the capability for file and print sharing through common mechanisms

1.4.5.2 Where permitted, enable the integration of research systems into the AF network environment.

1.4.5.3 Plan for the transition, perform development, and implement such interfaces. This will include interfaces developed internally and by external organizations.

1.4.5.4 Research on-going as well as planned technical and

development initiatives from within the Government, which impact overall architectural or design methodologies and concepts.

1.4.6 Systems Support. The contractor shall provide systems-level support, encompassing both the software and hardware of all IT systems covered at AFRL Wright-Patterson AFB to include:

1.4.6.1 Software Maintenance: Managing and arranging for or

conducting maintenance of all software in use by AFRL organizations.

1.4.6.2 Hardware Maintenance: Managing and arranging for or

conducting maintenance on hardware in use by AFRL organizations.

1.4.6.3 System Administration: Handling all aspects of management and support of deployed operating systems to include upgrades, security patches, back-ups, account maintenance, and access control maintenance. Where required, patching will be done using Government supplied tools. Data gathered from these activities should be logged and stored for analytic review.

1.4.6.4 Provide support of multi-user platforms and server-based applications.

1.4.6.5 Conducting analyses, developing solutions, planning and coordinating tasks, maximizing overall system efficiency, providing for seamless integration or migration, and optimizing usability and effectiveness.

1.4.6.6 Monitoring and reviewing technical activities to ensure compatibility with the objectives, plans, and Concept of Operations (CONOPS) of all AFRL organizations.

1.4.6.7 Investigating hardware, software, and communications

compatibility issues. This requirement also encompasses analysis of development, test, and implementation plans, as well as formulating best practices for carrying out technical and developmental activities.

1.4.6.8 Keeping organizational IT managers apprised of state-of-the-art technologies, including state-of-the-art IT concepts, in terms of potential benefits to the R&D or operational missions of AFRL HQ.

1.4.7 Asset Management. The contractor shall perform all duties related to the tracking and management of IT software, equipment and assets, as designated by the HQ. This includes, but not limited to: procurement, receiving, storage, inventory, tagging/identifying, moving and turn in.

When appointed the contractor shall perform annual validations of software inventories and equipment accounts and support any required Report of Surveys for missing equipment. Contractor shall be thoroughly knowledgeable about all related processes and utilize automated tracking and control systems to ensure effective inventory of hardware and software. The processes for asset management shall follow all applicable AFRL, Air Force and DoD instructions, policies and guidelines.

1.4.8 Meeting Support and Scheduling. The contractor shall schedule, set-up, maintain, and coordinate all meeting and conference room activities. The contractor shall coordinate with other locations, as necessary to ensure communications are reliable and consistent for all equipment. The importance of this function is to have full time qualified meeting support and scheduling personnel thoroughly trained and knowledgeable with the local equipment and back-up personnel equally trained and qualified. The contractor shall:

1.4.8.1 Support high-definition conferencing systems and rooms.

1.4.8.2 Support Communication via DAF collaboration tools.

1.4.8.3 Provide support of meetings via the design, install and operation of computer systems, audio systems, video systems, display systems and software.

1.4.8.4 Be Subject Matter Expert’s (SME) for collaboration

capabilities, scheduling of video collaboration and meeting room resources, enabling conferencing capabilities, and facilitating audio conferencing resources.

1.4.8.5 Ensure meeting room capabilities are functioning and capable for high uptime and ease of user usage and interaction.

1.4.8.6 Provide operating guides (detailed and basic) for meeting room functionality, meeting scheduling and execution, and continuity for both facilitators and users.

1.4.8.7 Provide room prototyping, estimating, development, and operations for high end modernized collaboration, core infrastructure, and A/V systems for both local and enterprise usage.

1.4.8.8 Provide meeting collaboration, A/V, basic IT, and

videography support for senior leader off sites and other high-level activities such as promotions and other official AFRL and AFRL HQ events.

1.4.9 Cybersecurity Management. The contractor shall manage, track and administer Information Assurance programs. All activities shall be carried out in full compliance with relevant Federal, DoD, AF, AFMC, Base, and Organizational regulations, instructions, and procedures.

The contractor shall be responsible for assessing and adapting operations to comply with changes in official Government policy in these areas. The contractor shall ensure that all members servicing the organization are made aware of their duties, restrictions, procedures and regulations relating to information security. Contractor-provided cybersecurity and information assurance services shall include, but not be limited to:

1.4.9.1 Compiling system accreditation and authorization

documentation

1.4.9.1.1 Managing oversight, scheduling, planning of IT system authorizations to ensure timely execution of system authorizations, continuous monitoring and re-authorizations

1.4.9.1.2 Providing SME guidance on AF/AFRL IT System

authorizations to IT system AFRL HQ Program Managers and their staff

1.4.9.1.3 Providing cybersecurity guidance and support to AFRL HQ organizational IT system owners including laboratory fielded systems, rapidly innovated projects, and war gaming activities

1.4.9.2 Oversee and tracking compliance with network security orders

1.4.9.3 Overseeing and following up on regularly scheduled

vulnerability scans

1.4.9.4 Tracking and resolving malicious logic incidents

1.4.9.5 Handling account requests

1.4.9.6 Overseeing and handling COMSEC material.

1.4.9.6.1 Resolution of classified spillage incidents

1.4.9.7 Participate and engage with DoD/AF/AFRL Cybersecurity

Working Groups and other related cybersecurity informational meetings as directed by the COR.

1.4.9.8 Oversee, track and execute all required waivers, forms, documents, memos, and any other related artifacts that are required for IT and cyber related activities.

1.4.10 Data Analysis and Integration. The contractor shall support digital activities related to data analysis and data integration. The contractor shall collect and process data, analyze and interpret data, provide visualizations and reporting, and integrate data and visualization capabilities using various HQ, AFRL, DAF, etc. tools, platforms, and environments. Tools and modules shall be used to integrate processes, automation, and analysis with and into provided platforms. The importance of this function is to have data analytics experts and effective technical development staff that can consult with customers on data collection and business processes, encourage a culture of digitizing processes, and develop new and insightful analysis resulting in evidence-based decisions making the customer and business processes more automated, efficient, and effective. Contractor provided data and digital analysis/integration should include but not be limited to:

1.4.10.1 Provide data collection, processing, gathering, and curation of structured and unstructured data from various sources.

Ensure accuracy, completeness, and consistency and make suggestions for process changes leading to more effective insights and outcomes.

1.4.10.2 Conduct thorough analyses of existing business processes to identify inefficiencies, bottlenecks, and areas of improvement.

1.4.10.2.1 Engage in local and external data and analytics communities to discover new tools, platforms, and analytics solutions and make determinations on usability and applicability based on technical/experience requirements for both contractor and customer use.

1.4.10.2.2 Collaborate and engage with customers, organizations, business process owners, decision-makers, etc. on data, digital activities, and best practices.

1.4.10.2.3 Participate in internal and external communities/collaborations and activities related to data analytics, data platforms, and tools, working groups, technical guilds, communities of practice, committees, etc.

1.4.10.2.4 Work with data/digital analysts, integrators, and technical staff on integrating, modifying, and/or reutilizing data/digital capabilities and products.

1.4.10.2.5 Connect and engage with AFRL and DAF digital and data related communities and propose and implement process improvements for data analysis efficiency.

1.4.10.3 Create analysis, interpretation, statistical techniques, etc.

using HQ, AFRL, DAF, etc. platforms and toolsets identifying patterns, trends, and correlations extracting insights to support evidence-based decisions, business objectives, and process improvements. Create concise and clear visualizations, reports, dashboards, and other products articulating findings to non-technical stakeholders in an understandable manner supporting decision making and business processes.

1.4.10.3.1 Engage with customers, data analysts, and business owners to deploy analytics solutions.

1.4.10.3.2 Design, engineer, and architect data models, processes, and solutions.

1.4.10.3.3 Continually update, modify, and maintain existing, discovered, and created tools, applications, and visualizations.

1.4.10.3.4 Stay up to date with emerging data technologies and tools and make recommendations for their adoption when appropriate.

1.4.10.3.5 Engage with customers and business process owners to develop new capabilities and automation based on standard software development best practices including requirements gathering, design, analysis, development, testing, implementation, and sustainment.

1.4.11 Platform Support and Software Development. The contractor shall provide HQ/AFRL/DAF platform integration, support, sustainment and software development capabilities. Software development shall be used to provide capabilities that extend the benefits of usable platforms, tools, and modules. Contractor provided platform support and software development should include but not limited to:

1.4.11.1 Discover and maintain a directory of data/digital capabilities, platforms, and resources and know when to properly apply them.

1.4.11.2 Provide support for onboarding, integration, utilization, development, and sustainment of available HQ, AFRL, and DAF platforms (e.g. PEGA, ServiceNow, Power Platform, etc.) to include development, coding, scripting, etc.

1.4.11.3 Provide trained personnel as required to develop, update, and maintain custom software solutions and module integration.

1.5 Deliverables

1.5.1 All deliverables must meet and comply with the requirements set forth in this PWS.

1.5.2 The contractor shall submit the deliverables in accordance with the attached DD Form 1423.

1.6 Continuity of Operations (COOP)

1.6.1 General

The contractor shall support AFRL during Normal (Steady State) Operations (in-garrison operations) at the normal location, as well as during the execution of a Continuity of Operations Plan (COOP) or similar contingency plan during emergency situations, and during the return from the emergency situation to the Normal (Steady State) Operations posture. The contractor shall always provide services in a safe and secure manner, whether operating in garrison in AFRL’s normal location, in the Emergency Relocation Site or in dispersed operations within the local area. The contractor shall document and implement processes which allow for swiftly and efficiently transitioning from the Normal (Steady State) Operations posture to the emergency plan execution state, reengaging on the various tasks and then returning safely and securely to Normal (Steady State) Operations upon direction from the government.

1.6.2 Preparations before a COOP situation

While in Normal (Steady State) Operations, the contractor shall assist the AFRL staff in COOP and similar plan development as well as the coordination and testing of such plans. These preparations are the foundation from which AFRL will move to the Activation and Relocation Phase which occurs in the first 12 hours of a COOP or other emergency plan’s execution, then on to the Local Area Relocation Phase and, upon cessation of the COOP or other emergency situation, return to Normal (Steady State) Operations. Semi-annually, the contractor shall participate in the testing of at least one of these plans.

As part of COOP and emergency plan preparations, the contractor shall provide and maintain as current over the life of this task a “contractor off-base operations plan”. This plan will address how the contractor will provide services from either a centralized or decentralized off-base posture. The contractor shall consult with the Contracting Officer Representative (COR) before developing this plan in detail so as to obtain copies of the current COOP and other emergency plans involving AFRL as well as to identify what meaningful work can be conducted off-base within each labor category.

The contractor shall be authorized by the government, without resort to a contract modification, to execute the “contractor off-base operations plan” when directed by government personnel or required by approved emergency plans. For billing verification purposes, the contractor shall provide the COR with a weekly informal report documenting all work performed when the “contractor off-base operations plan” is executed.

The contractor shall perform intensified visitor control, external and internal building entrance security control; and security credential inspection during real-world or exercise periods of heightened force protection, security emergencies or other similar situations or when directed by the Government on a case-by-case basis. All personnel on this task, regardless of labor category, shall be used as needed to maintain security.

1.6.3 COOP Notification

While AFRL will normally operate in garrison at Wright-Patterson AFB in the COOP Phase of Normal (Steady State) Operations mode, the organization including its contractors must be ready at all times to execute the COOP or other emergency plans including those related to dispersed operations over an extended period of time such as during pandemics. Upon notification from the Government, that AFRL initiated the execution of the COOP or similar plans, the contractor shall secure all classified material and then safely, efficiently and swiftly shift from Normal (Steady State) Operations mode to the Activation and Relocation Phase (first 12 hours of the plan’s execution) and then to the Local Area Relocation Phase which begins in the 13th hour and lasts up to 180 days.

The contractor shall be prepared to change staff arrival and departure hours or duty location depending on the emergency plan being executed.

Upon notification by the Government of a plan’s execution, the contractor staff shall swiftly and safely secure all classified material and their normal duty locations and then assist in executing the plan. For planning purposes, AFRL expects this plan execution period will last up to 180 days with daily assessments aimed at determining when to return to normal (steady state) operations.

1.6.4 First 12 Hours

The contractor shall relocate the plan-designated contract staff members and their usual work equipment, as needed, as directed by the plan.

During this phase, the contractor shall assist the government in opening and securing AFRL’s Emergency Relocation Site (ERS) for operational use;

relocating equipment, supplies and related items to or within the ERS to initiate and sustain operations; and make AFRL’s vital records available for the staff’s use.

To prevent inadvertent loss of equipment or data, the contractor shall use any other available contractor staff to perform identification checks or similar access control during this relocation phase.

1.6.5 Hours 13 Through Day 180 of COOP Situation

The contractor shall assist AFRL in ERS operations and, as directed by the Government the ERS facility’s host organization, in the areas of Administration, Facility Management and Visitor Control, Functional Systems Administration, Information Management including the Vital Records Inventory and records management, Knowledge Management, SharePoint and Similar Collaborative

Tools Content and Access Maintenance, Security Awareness Training, Security Management and Classified Operations Support and Special Projects. These tasks shall be limited to the scope of the corresponding Normal (Steady State) Operations tasks, but performed in the ERS work areas.

Upon the ERS attaining an operational state, the contractor shall resume the Normal (Steady State) Operations tasks within that location.

As part of securing the ERS or the ERS host facility, the contractor shall perform identification checks or similar access control as directed by the Government.

When directed by Government, those contractors who are not needed to sustain the ERS operations shall resume the same Normal (Steady State) Operations tasks except that work shall be performed from an AFRL location in the local area, contractor facility or from the contractor’s home in compliance with Information and Operation Security guidelines. Some members of the contractor’s staff may not be required to relocate with the AFRL emergency relocation staff but instead may be tasked by the AFRL Commander to provide assistance to other AFRL activities within the Dayton metropolitan areas including identification checks, access control or other services within their PWS task areas.

Dispersed operations do not apply to that work which is facility-specific and can only be performed at AFRL’s facilities in the Normal (Steady State) Operations mode. In some cases, depending on the equipment or security situation, it may be practical to have the contractor perform those facility-specific tasks in another AFRL activity within the Dayton metropolitan area. The Government will provide guidance as needed in these facility-specific situations.

All work involving information technology equipment shall be performed on government-provided, Common Access Card-enabled computers; not home or contractor-owned computers.

While many of the tasks in this PWS are common to other AFRL areas, the contractor is advised there is no guarantee all the contractor’s Normal (Steady State) Operations tasks need be performed during the COOP or other emergency plan’s execution. In that event, the government will notify the contractor of those contractor employees whose services are not required during the COOP or emergency plan execution period. Upon receipt of such notification, the contractor shall withdraw those individuals from service and cease all hourly billing for those withdrawn employees until further notice from the government.

1.6.6 Return to Normal Operations

Upon notification from the Government that AFRL initiated a return to the Normal (Steady State) Operations, the contractor shall secure all classified materials and then safely, efficiently and swiftly, within the contractor’s PWS areas, assist the government in returning AFRL to its Normal (Steady State)

Operation posture.

1.6.7 COOP Phases

The following illustration depicts the relationships of the various COOP phases as implemented by AFRL

1.7 Safety and Emergency Procedures

1.7.1 Contractor is responsible for complying with federal and state occupational safety and health standards for their employees, except where the Air Force or Space Force contractually agreed to assume responsibility. (ref. AFI 91-202)

1.7.2 Contractor shall maintain an effective safety and health program on Air Force installations that complies with applicable DoL, DoD, and Air Force safety standards (details in DoDI 6055.01, Enclosure 5). Contractor and subcontractors (if applicable) will provide a contractor safety and health plan (as required) to the contractor office. Promptly report pertinent facts regarding mishaps involving government personnel or property incidental to work performed on or off an Air Force installation IAW AFI 91-204. Contractors shall know the mishap prevention program requirements that apply to their daily duties. This includes understanding hazard identification, control and reporting procedures, and where and how they can participate in the mishap prevention program. (ref. AFI 91-202)

1.7.3 Contractor shall take part in unit specific emergency procedures, emergency and safety briefings, and be made aware of how to contact emergency personnel on the installation. (ref AFI 91-202 Table 12.1)

2.0 SERVICES SUMMARY

This Services Summary documents the performance objectives and performance thresholds for the AFRL/DSC Information Technology Services Support contract.

The first column, PWS #, serves as a cross reference to a requirement defined in the Performance Work Statement. The Performance Objective column is a brief summary of the PWS task’s performance objective and the performance threshold identifies the acceptable level of performance for the task. These performance thresholds enhance task completion and/or performance.

PWS # Performance Objective Performance Thresholds

1.4 Customer Satisfaction 90% or greater satisfactory rating for returned surveys.

1.4 Adherence to policies, processes, procedures, directives, and guidance

100% compliance unless waived by COR.

1.4 Assign and Prioritize Help Desk

Incidents and Requests

Within one (1) business hours.

1.4 Provides 0700 to 1700 and on-call

after hours support for all requirements in section 1.4.

99% availability of support areas during 0700-1700, and as needed on-call after hours.

1.4 Provides 0700 to 1700 and on-call

after hours support for all requirements in section 1.4.

100% of disruptive planned maintenance work or outages shall be scheduled for after hour period, or periods of least impact to user community.

1.4.1 Act as points of contact for

Information Technology (IT) resolution and maintain Help Desk services.

100% of service calls logged as received in HQ specified database or application.

Service calls are documented and resolved or assigned to the appropriate technical group for resolution.

1.4.1 Act as points of contact for

Information Technology (IT) resolution and maintain Help Desk services.

90% of calls answered within 5 rings and/or no complaints about calls going unanswered.

1.4.1 Help Desk Incident Resolution 30% of all problems resolved on the first call (one phone call, user may speak to more than one person), if required field dispatch is scheduled during first call.

1.4.1 Help Desk Incident Resolution

Priority #1 – Significant AFRL HQ impact or SES/GO and/or 2-Letter level request Priority #2 – Work stoppage for any user.

Priority #3 - Normal or routine issues Priority #4 – Minor issue resolution

85% of incidents resolved within four

(4) business hours for Priority #1; one

(1) business days for Priority #2; and three

(3) business days for Priority #3; and five

(5) business days for Priority #4.

1.4.1.1.5, 1.4.7

Configure and Deploy ITAM equipment.

95% of routine single/individual equipment deployments within 2 business days and 100% of routine deployments within 5 business days.

1.4.1.1.5, 1.4.7

Maintain ITAM equipment AF specified database and HQ Specific Asset Inventory Database to include hardware, software, user information, incidents, and supporting documentation/information.

100% ITAM inventory and incident tracking shall be added, updated, and maintained in specified databases or applications.

Database updated or requests to update submitted within five 5 business days of arrival, deployment, and return.

1.4.1.1.5, 1.4.7

Equipment designated for turn-in or repurpose shall be picked up from customer and databases annotated.

Within three (3) business days of request

1.4.1.1.2, 1.4.1.1.5, 1.4.7

Assets designated for disposal shall be processed regularly and turned in through proper Base procedures, including appropriate destruction of media.

No less than quarterly, immediately upon filling of a palate, or as organizational storage/space demands allow

1.4.1.1.14 Complete and continually update

process diagrams, reference documents, brain books, continuity guides, and/or any other related information

No less than quarterly, all related process and continuity material will be reviewed for accuracy, and updated immediately upon major process changes due to policy, efficiencies, as needed by the contractor, or at the request of the COR

1.4.2 Develop and maintain AFRL HQ

digital content.

90% digital content access outages resolved within 4 working hours of notification

1.4.2 Develop and maintain AFRL HQ

digital content.

Maintain 99% availability and connectivity to all AFRL HQ digital content for end users during business hours

1.4.4 Coordinate and/or execute

installation, configuration, testing, deployment, management, and maintenance of all segments and elements of AFRL HQ’s local networks, including communication interfaces to external networks.

Maintain 99% availability of networks and connectivity for end users during normal business hours

1.4.4 Coordinate and/or execute

installation, configuration, testing, deployment, management, and maintenance of all segments and elements of AFRL HQ’s local networks, including communication interfaces to external networks.

90% LAN outages resolved within four

(4) business hours of notification

1.4.6 Maintains, manages, and supports

System Administration.

Maintain 99% availability of servers and connectivity for end users during normal business hours

1.4.6 Maintains, manages, and supports

System Administration

90% server outages resolved within two

(2) business hours of notification

1.4 Manage, conduct and arrange for

hardware and software maintenance services on all serviceable corporate-owned ITAM hardware and software

100% management and tracking of all interactions with vendors to ensure services are performed

1.4 Manage initial coordination with

vendors for serviceable ITAM hardware and software maintenance

100% of all quotes received within required AFRL HQ timeframe to prevent expiration of maintenance support

1.4.8 Manages, maintains, and supports

scheduling and meeting support

95% of meeting support issues shall be resolved within 10 minutes from meeting start. Possible resolutions are moving meeting to alternate location or end user opts to reschedule

1.4.6, 1.4.9

Implement, track, document and report compliance/non-compliance with network security orders

100% reporting of scans, STIGS, vulnerabilities and status of organizationally owned/operated infrastructure equipment and customer computing devices to required organizations

1.4.7 Support any required Report of

Surveys for missing equipment.

Initiate ROS paperwork within three (3) days of awareness of missing item(s).

1.4.10 Provide analyses of existing

business processes to identify inefficiencies, bottlenecks, and areas of improvement.

100% of customer requirements are tracked, monitored, and closed according to standard service catalog SLAs or non-standard requirements processes.

1.4.11 Provide platform integration, support, sustainment, and software development capabilities.

100% of customer requirements are tracked, monitored, and closed according to standard service catalog SLAs or non-standard requirements processes.

1.7 Safety and emergency procedures

program, education, participation, and reporting

100% reporting of any contractor involved safety incidents to the task order safety office within 2 hours of the incident

3.0 BASE SUPPORT/GOVERNMENT FURNISHED INFORMATION

3.1 The Government will furnish the following base support/Government Furnished Information “as is” at no cost to the contractor for their use in direct support of tasks outlined in this PWS:

3.1.1 Adequate facilities that include office space and furnishings shall be provided for on-site members of the staff assigned to the program.

3.1.2 Custodial services for any identified facilities.

3.1.3 Local and long-distance phone service, copying, and printing multi-function devices in or near occupied facilities.

3.1.4 Miscellaneous office supplies.

3.1.5 Government forms, publications, and documents, if required.

3.1.6 Computers, workstations, common use software, communication networks, and other resources owned or leased by the Government for use by on-site contractor personnel.

3.2 The Government will make available program and system documentation to support accomplishment of the tasks outlined in this PWS.

3.3 When applicable, the contractor shall adhere to the Government’s operational policies, processes and procedures to complete the requirements identified in this

PWS.

3.4 The contractor shall conform to the installation security program for safeguarding the

Government-furnished facilities and material contained herein.

3.5 The Government shall furnish utilities at no cost to the contractor for performance of this contract if performed on a Government installation.

4.1 Place of Performance

The primary work location under this PWS is at Area B, Wright-Patterson AFB, OH.

AFRL/DSC will designate the areas within specific buildings that will be used for staging Helpdesk Operations.

4.2 Normal Duty Hours

The contractor personnel are expected to perform their work within the Program Management Office’s core operating hours of 0700 to 1700, Monday through Friday, excluding Government-observed holidays. If variances are required from the core operating hours the contractor shall obtain permission from the COR prior to working those hours.

4.3 Extended Hours

The contractor shall provide on-call, emergency operational assistance and problem resolution support on a 24x7 basis. Such support will be identified in advance to the contractor in the task order.

4.4 Travel

4.4.1 The contractor shall be required to travel, both locally and outside of the local area, in support of this PWS. Travel costs are reimbursable in accordance with the Joint Regulations (JTR).and FAR 31.205-46. The Travel shall be approved by the Contract Manager and COR in advance. Conditions and limitations applying to travel associated under this PWS are:

4.4.1.1 Reimbursement for local travel, within a 20-mile radius of assigned location, is limited to those transportation costs incurred for the transporting of materials purchased from local suppliers.

4.4.1.2 Travel greater than a 20-mile radius from the assigned location is considered travel outside of the local area. Government approved TDY or temporary assignments for training, symposia, conferences, equipment evaluation/inspection, and other purposes are reimbursable. When TDY travel is required, per diem costs are reimbursable.

4.4.2 Travel vouchers shall include proof of payment for cost reimbursement.

Local vehicle travel for off-base material pick-up, shall include “trip tickets” containing the following information:

4.4.2.1 Name of the person performing the travel.

4.4.2.2 Date of travel

4.4.2.3 Miles traveled

4.4.2.4 Method of travels (i.e. POV, rental car, and contractor vehicle)

4.4.2.5 Amount claimed with breakout of costs (i.e. mileage rate, parking, and tolls).

4.5 Personnel Management and Training Requirements

4.5.1 The contractor shall provide necessary personnel to accomplish all work identified in the PWS within government specified time frames.

4.5.2 The contractor shall manage their personnel in such a way as to minimize the impact of their personnel turnover throughout the life of awarded task orders.

The Contractor shall ensure continuation of services during personnel absences such that there is not negative impact to the Government mission schedule. Once a contractor knows that an employee is leaving and will no longer support a task, the contractor shall provide written documentation to the Contractor Officer’s Representative (COR) within three (3) business days of the employee advising the Contractor of his/her intent to leave. In the case of a no-notice departure, the Contractor shall immediately inform the COR. This written notification shall include the date and time the position will be vacant, anticipated replacement date, and management corrective action, if needed, to ensure task mission remains on schedule. Vacancy occurrence will not exceed five business days for any single occurrence. If a departure/vacancy occurs and qualified replacement is not in place after a two (2) week period the contract effort can then be de-scoped for the amount of time the position is vacant after that two (2) week period.

4.5.3 The contractor shall provide personnel with the necessary licenses, certifications, training, experience levels, and security clearances that are required, including Federal, State, and local laws and regulations. The contractors will comply with the Defense Acquisition Regulations (DFARS) 252.239.7001 and all cybersecurity requirements stipulated herein. Individuals will possess a DoD approved cybersecurity baseline certification commensurate to category and level of the assigned position. The DoD approved certification for individuals conducting application/software development, also, must cover knowledge areas in the secure software development life cycle (e.g. secure software requirements and design, secure coding techniques, and secure software deployment strategies).

4.5.4 The Government may consider funding of contractor training only for products unique to the Government. All requests for training at Government’s expense shall be submitted to the COR for consideration for approval/disapproval prior to training.

4.5.5 The contractor shall be responsible for all cost including labor hours associated with the equivalent training of replacement personnel when contractor personnel who have received Government-funded training leave and are replaced.

4.5.6 Contractor employees shall adhere to procedures to be followed in the event of actual or simulated fires, weather advisories, natural disasters, bomb threats, terrorist activities, enemy attack, and other similar emergency type conditions posing a real or potential danger to people or property.

4.6 Contractor Point of Contact (POC)

The contractor shall identify one employee as the company local POC. This will be the individual that shall coordinate with the Government in matters of contract performance.

Written notification of the name, address, home telephone and mobile telephone of the POC and his or her alternate shall be provided to the Contracting Officer and COR the first day of contract performance and thereafter as changes occur. This individual or in his or her absence, the designated alternate, shall have full authority to act for the contractor on all matters relating to the day-to-day operations of the contract.

4.7 Associate Contractor Agreements

4.7.1 The Contractor shall enter into Associate Contractor Agreements (ACA) for any portion of the contract requiring joint participation in the accomplishment of the Government’s requirement. The agreements shall include the basis for sharing information, data, technical knowledge, expertise, and/or resources essential to the integration of the AFRL IT Support Services program, which shall ensure the greatest degree of cooperation for the development of the program to meet the terms of the contract. Associate contractors are to be determined.

4.7.2 ACAs shall include the following general information:

4.7.2.1 Identify the associate contractors and their relationships.

4.7.2.2 Identify the program involved and the relevant Government contracts of the associate contractors.

4.7.2.3 Describe the associate contractor interfaces by general subject matter.

4.7.2.4 Specify the categories of information to be exchanged or support to be provided.

4.7.2.5 Include the expiration date (or event) of the ACA.

4.7.2.6 Identify potential conflicts between relevant Government contracts and the ACA; include agreements on protection of proprietary data and restrictions on employees.

4.7.3 A copy of such agreement shall be provided to the Contracting Officer for review before execution of the document by the cooperating contractors.

4.7.4 The Contractor is not relieved of any contract requirements or entitled to any adjustments to the contract terms because of a failure to resolve a disagreement with an associate contractor.

4.7.5 Liability for the improper disclosure of any proprietary data contained in or referenced by any agreement shall rest with the parties to the agreement, and not the Government.

4.7.6 All costs associated with the agreements are included in the negotiated cost of this contract. Agreements may be amended as required by the Government during the performance of this contract.

4.7.7 The following contractors are associate contracts with whom agreements are required:

Contractor Address Program/Contract To be Determined To be Determined To be Determined

4.8 Sensitivity of Data

Contractor may be required to have access to live planning, personnel, and other current systems data during the performance of this contract. Any information, records, or data to which the contractor may have access will be of a sensitive nature. The contractor shall not divulge any information about Government files, source selection activities and processes, or any other sensitive information to anyone not authorized access to such information. Each contractor employee shall be required to sign a Non-Disclosure Agreement, which will be cited on individual task orders.

4.9 Security and Identification Procedures

4.9.1 Contractor personnel working on classified material or having access to classified materials or facilities shall have a security clearance at the required level as well as a “need to know”.

4.9.2 Contractors supporting Communication Security (COMSEC) shall be required to have a Secret clearance.