Attachment 4_ITSS_SOW_AG32KWS100082.docx

ATTACHMENT 4

REQUEST FOR PROPOSAL

STATEMENT OF WORK (SOW)

FOR

ANIMAL PLANT HEALTH AND INSPECTION SERVICE (APHIS)

Task Title: Information Technology Management Support Services

Contracting Officer (CO):

Contracting Officer Technical:

Representative (COTR)

Program Manager:

RFP- AG-32KW-S-10-0082

Information Technology Support Management Services

Performance Period: Base Year Plus Four Option Years from date of award

BACKGROUND

The Animal & Plant Health Inspection Service (APHIS), Marketing & Regulatory Programs, Business Services (MRP-BS), Information Technology Division (ITD), Technology Management Branch (TMB), Telecommunications Networking Team ensures that the telecommunications infrastructure for APHIS meets or exceeds the requirements of APHIS customers. While telecommunication services include data, video, and voice technologies, the primary focus of the Networking Team is providing the technology required to support data transmission for APHIS Program Initiatives. This includes Wide Area Networking (WAN), Local Area Networking (LAN) and IP telephony responsibilities for APHIS locations around the world. APHIS has converged networks at some sites where Voice, Video and data is run on the same network.

The Animal and Plant Health Inspection Service (APHIS) is responsible for protecting and promoting U.S. Agricultural Health, administering the Animal Welfare Act, and carrying out wildlife damage management activities.

The APHIS mission is an integral part of U.S. Department of Agriculture's (USDA) efforts to provide the Nation with safe and affordable food. Without APHIS protecting America's animal and plant resources from agricultural pests and diseases, threats to our food supply and to our nation's economy would be enormous.

APHIS has experienced a tremendous growth in the amount and usage of Information Technology resources in support of its mission. Services such as e-mail, electronic government and the APHIS Website presence have become integral components of program delivery. The services are expected to be more available and more reliable than ever before.

OBJECTIVES

The objective of this contract is to obtain the necessary resources needed to meet the ever increasing IT needs of customers. APHIS IT has requirements for a wide range of IT needs based on Software, Hardware, Systems and Support Services. These tasks involved are specific to Video, Network Security, Telecommunications Administrations, Voice over IP Telephony, and Network Engineering. When the project is completed, the objectives of the task orders will meet the customers’ needs in a satisfactory manner.

TASK TO BE PERFORMED

IT Process Support and Deliverables

1. Design technical solutions supporting APHIS’ network infrastructure. This includes development of alternatives for new or upgraded hardware, software, system or service by doing a cost/benefit analysis of alternatives, and the development of documentation for presentation to management and technical personnel that clearly and accurately describes the alternatives.

2. Coordinates and performs pre-installation and installation of hardware, software, systems or services associated with the implementation of an approved design or plan.

3. Maintain the availability of the APHIS hardware, software, systems or services on a day-to-day basis. This includes monitoring and tracking availability, and performance. Works with APHIS staff and or vendors to resolve issues.

4. Communicates and coordinates assistance from other IT staff members, vendors, and service providers to resolve problems as needed.

5. Monitors, analyzes, and communicates hardware, software, systems or services performance impacts with Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, equipment and service vendors to minimize the risk of adverse impacts to any of the involved organizations.

6. Tests and recommends new hardware, software, systems or services to meet program needs, develops specifications for IT acquisitions, and assesses impacts of new technologies on the APHIS infrastructure.

7. Communicates to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and timeframes for completion.

8. Documents and prepares reports; maintain records of work accomplishments; and administrative information.

9. Plans and coordinates resources to gather needed information to provide to the Government in making decisions on major work problems and new issues.

DELIVERABLES

CLINS 1001, 2001, 3001, 4001, 5001 - VoIP Engineering Services The contractors will participate in the development of VoIP designs, implementation tasks associated with the approved designs and Tier 4 troubleshooting activities as required to keep the VoIP systems operational at all times (24 x 7). The contractor utilizes state of the art VoIP tools and practices to monitor the availability, performance, and security of the VoIP systems. The contractor is involved in all aspects of VoIP technologies including Internet access; desktop phones; remote access services, VoIP management; secure configuration and troubleshooting of VoIP resources such as VOIP Voicemail Servers, IP Voice Gateways, variety of IP Phone sets, Secure Shell Links (SSL). Work involves ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems VoIP programs, policies, procedures, and tools. Performs coordination of telecommunications VoIP services provided to APHIS by the Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, telecommunications equipment and service vendors, and the Department’s FTS-2001 contract provider.

Work to be performed at the following locations:

1. United States Department of Agriculture

2. United States Department of Agriculture

CLINS 1002, 2002, 3002, 4002, 5002 - Network Engineering Services The contractor will participate in the development of Network designs, implementation tasks associated with the approved designs, and Tier 4 troubleshooting activities as required to keep the networks operational at all times (24 x 7). The contractor utilizes state of the art network tools and practices to monitor the availability, performance, and security of the network. The contractor is involved in all aspects of network technologies including Internet access; remote access services, network management; secure configuration and Tier 4 troubleshooting of network resources such as routers, switches, firewalls, CSU/DSU’s and associated devices that are part of APHIS’s Wide Area and Local area Networks. Work involves ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems network programs, policies, procedures, and tools. Performs coordination of telecommunications network services provided to APHIS by the Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, telecommunications equipment and service vendors, and the Department’s contract carrier. The APHIS Enterprise WAN is made of 430 Cisco Routers and 670 Cisco Switches installed in various offices throughout the United States. There are also sites around the world located in US Embassy’s.

Work to be performed at the following locations:

1. United States Department of Agriculture

2. United States Department of Agriculture

3. United States Department of Agriculture

CLINS 1003, 2003, 3003, 4003, 5003 - Telecommunications Administrative Support (Ordering and Billing) The contractor will be responsible for all of the Telecommunications Services. Services include voice and data circuits, video conference services and wireless services. The contractor will provide telecommunications billing reports for agency program managers and administrative officials, their COTR, and other management officials. Performs coordination of telecommunications services provided to APHIS by the Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, telecommunications video equipment and service vendors, and the Department’s FTS-2001 contract provider. Coordinate and oversee activities related to the facility communications needs for the headquarters offices located in the Washington DC metropolitan area. This would include user support in the form of direct assistance or coordination with appropriate in-house and vendor representatives. The contractor develops procedures for establishing, operating, and assessing the effectiveness of telecommunications service charges to prevent waste, loss, unauthorized use, or misappropriation of assets.

Work to be performed at the following locations:

1. United States Department of Agriculture

2. United States Department of Agriculture

3. United States Department of Agriculture

CLINS 1004, 2004, 3004, 4004, 5004 – Systems Operational Support The contractor will oversee the day-to-day operations of all Enterprise Systems and components that comprise APHIS Systems infrastructure. The Contractor shall be responsible for providing support in the proactive monitoring of Enterprise Systems in the APHIS computer centers that support all APHIS remote offices throughout the United States. The contractor will be responsible for the documentation of existing standard operating procedures. Contractor will monitor, maintain and support said systems. Contractor will provide day-to-day support for customers on the Enterprise System devices, applications and troubleshoot issues associated with Enterprise Systems. This includes but is not limited to Windows, Unix, Linux and Solaris Based Servers, Storage Area Network Devices, e-mail, and associated applications. These systems are located at the four APHIS Data Centers (Fort Collins, CO – Riverdale, MD – Raleigh, NC – and Minneapolis, MN).

Work to be performed at the following location:

United States Department of Agriculture Animal & Plant Health Inspection Services 4700 River Road, Riverdale, MD 20737

CLINS 1005, 2005, 3005, 4005, 5005 – Systems Engineering Services The contractor will participate in the development of system designs, implementation tasks associated with the approved designs, and maintenance of system devices, and Tier 4 troubleshooting activities as required to keep the systems operational at all times (24 x 7). The contractor utilizes state of the art system management tools and practices to monitor the availability, performance, and security of the system devices. The contractor is involved in all aspects of system’s technologies including Server platforms; MS Active Directory; Domain Policy, AIX; secure configuration and troubleshooting of System resources. Work involves ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Contractor will provide day-to-day support for customers on the Enterprise System devices, applications and troubleshoot issues associated with Enterprise Systems. This includes but is not limited to Windows, Unix, Linux and Solaris Based Servers, Storage Area Network Devices, e-mail, and associated applications. These systems are located at the four APHIS Data Centers (Fort Collins, CO – Riverdale, MD – Raleigh, NC – and Minneapolis, MN).

Skill Sets Required

· The contractor shall be a Microsoft Certified Professional Accreditation or equivalent required, Microsoft Certified Systems Engineer Accreditation or equivalent preferred.

· 3 Years Experience in Administering and Maintaining a Microsoft Active Directory Environment

· 3 Years Experience in diagnosing and repairing server based hardware issues.

· 3 Years Experience in Installation, Configuration, Administration and Maintenance of Windows Based Server hardware

· Unix/AIX/Linux OS knowledge preferred

· Working knowledge of Tape Back up and SAN solutions, configuration, administration and troubleshooting

· Working knowledge of a Lotus Notes Environment

· Working knowledge of Oracle and SQL Server configuration, maintenance, and troubleshooting.

Work to be performed at the following locations:

1. United States Department of Agriculture

2. United States Department of Agriculture

CLINS 1006, 2006, 3006, 4006, 5006 - Video Conference Engineering Services The contractor will participate in the development of Video Conferencing designs, implementation tasks associated with the approved designs, and maintenance of Video Conferencing devices, and Tier 4 troubleshooting activities as required to keep the devices operational at all times (24 x 7). The contractor utilizes state of the art Video Conference management tools and practices to monitor the availability, performance, and security of the video devices. The contractor is involved in all aspects of Video Conferencing technologies including video gateways; video bridges; video end-points, video conferencing management; secure configuration and troubleshooting of video conferencing resources such as Gateways, Primary Rate Interface (PRI), ISDN interfaces, video codes, streaming video and multimedia hardware. Work involves ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Performs coordination of telecommunications video services provided to APHIS by the Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, telecommunications video equipment and service vendors, and the Department’s FTS-2001 contract provider. APHIS currently has 90 Tandberg Video devices deployed throughout the United States. All devices are IP Based.

1. United States Department of Agriculture

CLINS 1007, 2007, 3007, 4007, 5007 - Network Security Engineering Services The contractor will be responsible for the planning and implementing all Network Security components that comprise the APHIS’ telecommunications Network Security infrastructure. The contractor will participate in the development of Network Security designs, implementation tasks associated with the approved designs, and Tier 4 troubleshooting activities as required to keep the networks operational at all times (24 x 7). The contractor utilizes state of the art network security tools and practices to monitor the availability, performance, and security of the network. The contractor is involved in all aspects of network security technologies including Internet access; desktop security; remote access services, network management; secure configuration and troubleshooting of security resources such as Intrusion Detection/Prevention Sensors (IDS/Prevention), Firewalls, Virtual Private Networks (VPN), Secure Shell Links (SSL). Work involves planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Performs coordination of telecommunications security services provided to APHIS by the Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, telecommunications equipment and service vendors, and the Department’s FTS-2001 contract provider.

Work to be performed at the following locations:

1. United States Department of Agriculture

CLINS 1008, 2008, 3008, 4008, 5008 – Advanced Network Engineering Services The contractor will be responsible for the development of advanced Network designs, implementation tasks associated with the approved designs, and Tier 4 troubleshooting activities as required to keep the networks operational at all times (24 x 7). The contractor recommends state of the art network tools and practices to monitor the availability, performance, and security of the network. The contractor is involved in all aspects of advanced network technologies including Internet access; desktop security; remote access services, network management; secure configuration and troubleshooting of network resources such as routers, switches, firewalls, CSU/DSU’s and associated devices that are part of APHIS’s Wide Area and Local area Networks. Work involves ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, and enhancement of information systems network programs, policies, procedures, and tools. Performs coordination of telecommunications network services provided to APHIS by the Department, other USDA Agencies, State and Local Governments, Local Exchange Carriers, telecommunications equipment and service vendors, and the Department’s FTS-2001 contract provider. The contractor is the resident Network Expert for all WAN/LAN designs. The Contractor shall posses a Cisco Certified Internet Expert (CCIE) certificate for Routing and Switching.

Work to be performed at the following locations:

1. United States Department of Agriculture

CLINS 1009, 2009, 3009, 4009, 5009 – Network Operational Support The contractors will oversee day-to-day operations of all Network components that comprise APHIS telecommunications Network infrastructure. The contractor shall be responsible for providing support in the proactive monitoring of enterprise Network systems in the APHIS computer centers and all APHIS remote offices throughout the United States. The contractor will be responsible for the documentation of existing standard operating procedures. Contractor will monitor, maintain and support said systems. Contractor will provide day-to-day support for customers on the use of Network devices and troubleshoot issues associated with Network problems. The Network comprises of a variety of Cisco Router and Switches. There are 430 routers and 670 switches deployed throughout the United States and some International locations.

Work to be performed at the following locations:

1. United States Department of Agriculture

2. United States Department of Agriculture

3. United States Department of Agriculture

4. United Stated Department of Agriculture

CLINS 1010, 2010, 3010, 4010, 5010 - Voice over Internet Protocol (VoIP) Operational Support

The contractor will oversee day-to-day operations of all VoIP components that comprise APHIS telecommunications VoIP infrastructure. The VoIP Network Support Specialists shall be responsible for providing support in the proactive monitoring of VoIP enterprise systems in the APHIS computer centers and all APHIS remote offices throughout the United States. The contractor will be responsible for the documentation of existing standard operating procedures. Contractor will monitor, maintain and support said systems. Contractor will provide day-to-day support for customers on the use of VoIP devices and applications and troubleshoot issues associated with VoIP. The VoIP Infrastructure is a Cisco Based Solution with clusters located at 5 APHIS Data Centers (Fort Collins, CO - Riverdale, MD - Minneapolis, MN – Ames, IA and Raleigh, NC). There are 75 remotes sites that tie into the main clusters via dedicated circuits. There are currently 4000 VoIP phones deployed.

Work to be performed at the following locations:

1. United States Department of Agriculture

2. United States Department of Agriculture

3. United States Department of Agriculture

4. United Stated Department of Agriculture

CLINS 1011, 2011, 3011, 4011, 5011 – Remote Site Installation The contractor will be responsible for the installation and configuration of remote site equipment at APHIS. These remote office installations will include providing project management for each remote office engagement from start to finish which will include on-site solution implementation, end user training on new IP Telephony solution, and on-site support after a cut-over. The contractor shall perform the following tasks for remote router and switching installation including, mounting the hardware in customer provided racks, verify successful equipment power up troubleshooting as required, verify connectivity to customer LAN, WAN and VoIP circuits and verify trunking to access layer equipment. Contractor shall place IP phones in all required locations, connect to appropriate network jack and verify successful power-up and connectivity to new LAN switching devices. The contractor shall provide cut-over support to include moving WAN link from old equipment to the new routing equipment and verifying network connectivity back to respective data center, moving all LAN switch cabling from old equipment to the new equipment and verifying voice and data network connectivity. The contractor shall provide end user training using an APHIS provided training plan on the new IP phone features to include, but not limited to basic operations for call pickup, call transfer, call conference, voice mail setup and operation, using the directory services, all button uses including directories, settings, services, messages and general navigating of phone features. The contractor shall provide on-site support after the cutover to provide problem resolution to end users, network and operational issues as they occur during regular office hours.

REQUIRED CERTIFICATION: The Contractor shall possess a Cisco Certified Network Associate (CCNA) certificate.

1. All 50 states

2. Remote offices around the world

Domestic Locations:

United States and its Territories (CONUS, Hawaii, Alaska, Puerto Rico)

International Locations (subject to change):

CLINS 1012, 2012, 3012, 4012, 5012- Project Management

A kick-off meeting will be held at the beginning of the base year and at the beginning of any option years awarded. The Contractor shall deliver a MS Project Plan that includes all resources and milestones for the requirement.

The contractor is responsible for providing the Government Project Manager with a partnership management strategy, inclusive of partnership agreements, for each sub-contracting partnership that the contractor engages in for the purpose of executing the project.

The Contractor is responsible for assigning a Project Manager to each initiative to ensure the timely accomplishment of the deliverable and provide the Contracting Officer Technical Representative (COTR) and Contracting Officer (CO) with biweekly progress reports. At a minimum, the progress reports shall include a Risk Management Report as specified in performance requirements, a description of problems encountered, proposed solutions, and the impact on resources. Progress reports are due by noon of the second Tuesday. The Contractor’s Project Management responsibilities shall also include the following:

1. Develop and maintain a formal and informal communication plan.

2. Develop and maintain Complete Document Management to all decision management documents and updated design and specification documents.

3. Develop and maintain configuration management for the duration of the project.

4. Develop and maintain a complete Project Plan that includes updated project timeline, WBS, project participants list, migration plans, etc.

5. Manage all activities associated with the project and provide both detailed project and executive level milestone reports.

6. Conduct all project status meeting.

CLINS 1013, 2013, 3013, 4013, 5013 - Emergency and After Hour Support

If overtime/extended hours are required on the task, contractor personnel must obtain authorization from the COTR, or his designee, prior to anyone working overtime. Under no circumstances shall the contractor personnel exceed additional hours beyond the approved time.

CLINS 1014, 2014, 3014, 4014, 5014 - Travel

Travel may be required CONUS or OCONUS to fulfill the requirements of this contract.

Work is generally performed in the office. Infrequently, the contractor may travel to other locations. The contractor may visit other field sites at any season. The work requires normal safety precautions.

In the event travel is required, contractor employee travel and per diem expenses are subject to the Government travel management policy and Federal Travel Regulations and reimbursable in accordance with current allowances. The COTR must approve all travel in advance. The contractor will be required to provide receipts (i.e. hotel, airline, car rental, etc.) for all travel required in the performance of this contract. Contractor employee travel and per diem expenses are subject to the Government Travel Management Policy and Federal Travel Regulations.

TYPE OF CONTRACT

This is a firm-fixed price (FFP) contract. A task order will issued for the Base Year and for any Option Years that are awarded.

PERIOD OF PERFORMANCE

Base Year Plus Four Option Years from date of award

FORMAT FOR ALL DOCUMENTATION DELIVERED

At a minimum, all written documentation shall be submitted electronically in Microsoft Word 2003 (or higher), along with three hard copies. Other Microsoft products can be used as necessary (e.g., MS Excel, MS PowerPoint, etc.) The milestones and schedules shall be submitted electronically in Microsoft Project 2000 (or higher), along with three hard copies. Graphic design documents, such as flowcharts, entity relationship diagrams and UML diagrams shall be submitted electronically in Microsoft Visio 2000 or higher format.

The Contractor shall be responsible for properly protecting equipment and all Government data and information used, gathered or developed under this contract and by treating this information as sensitive.

PERFORMANCE REQUIREMENTS

All work products, including meeting notes, presentation materials, source code, documentation, and licensed software and hardware purchased with Government funds in support of this contract will become the sole property of the Government.

a. Background Investigations/Suitability Requirements The Contractor shall provide only fully qualified personnel for the work performed under this contract and are required to have the appropriate background investigation known as a National Agency Check with written Inquiry and Credit (NACIC). U.S. citizenship is required for all personnel working on this contract.

b. Protection of Information The component parts of this effort and reports are expected to contain highly sensitive information that could act as a guide for hostile entities to cause harm to the Department’s critical infrastructure. Any such information made available in any format shall be used only for the purpose of carrying out the provisions of this agreement. Such information shall not be divulged or made known in any manner to any person. The Contractor shall immediately notify the COTR and the Program Manager upon discovery of any inadvertent disclosures of information. The Contractor shall not retain any information regarding vulnerabilities, to include summaries, the actual vulnerability report, etc., at the end of the contract. All information arising from this contract, both hard copy and electronic, shall be returned to the Government at the end of the contract.

c. Non-Disclosure of Information The Contractor shall not disclose sensitive or proprietary information of, or in the possession of, the United States Department of Agriculture or any of its operating units, Contractors or business partners to unauthorized persons. The Contractor will be subject to any and all penalties imposed by law for unlawful disclosure of Department information.

d. Security of Remote Connectivity Contractor equipment that is used to remotely connect to the USDA network must have current anti-virus and/or firewall protection and be properly safeguarded to avoid access to the USDA systems by unauthorized persons. Remote access shall be coordinated with the USDA or designated representative and in accordance with the appropriate directive(s).

The contractor must submit a Risk Assessment Report that is required as part of the deliverables specified in the Requirement Specification, System Design, and Implementation phases of this project. At a minimum, the risk assessments must include risk identification, risk probability and a proposed risk mitigation strategy for each risk identified.

The contractor shall provide the deliverables in the Statement of Work to the Contracting Officer Technical Representative. Upon evaluation of all deliverables, the Government shall complete the form in Attachment 2 and submit it to the Contractor. The form shall serve as notification of the Government’s acceptance. The Contractor shall attach the ‘acceptance’ form to invoices in order to receive payment.

ACCEPTANCE CRITERIA

APHIS will have fifteen working days after delivery to provide written comments on deliverables. The contractor will have fifteen working days to provide a revised deliverable based upon the APHIS comments. APHIS will then have ten working days to accept the revised deliverable.

APHIS will rank each phase after the contractor says the phase is completed. A phase will not be considered completed by APHIS until the phase is proved to be at the acceptance level. If the phase is deemed unacceptable by APHIS, the contractor will make all necessary changes to meet the acceptance level. Once the contractor has made the change, the contractor may resubmit the phase for approval by the COTR.

Performance Metrics

CLINS 1001, 2001, 3001, 4001, 5001- VoIP Engineering Services

APHIS Business Requirement

Deliverable

Performance Measure

Monitoring Method

All new VoIP releases will be properly designed, planned and implemented using vendor best practices, suggested utilities and methods of upgrade paths accomplished within designated maintenance windows.

Provided within 3 days of agreed upon date.

Provide quarterly update log with all current patch levels.

Works with senior TMB personnel to prepare new servers for deployment and/or testing, including Installing base operating system, Applying security patches/policy and Updating server inventory Provide leadership to senior TMB people for expertise on preparing new servers for deployment and/or testing, including Installing base operating system, Applying security patches/policy and Updating server inventory

CLINS 1002, 2002, 3002, 4002, 5002 – Network Engineering Services

APHIS Business Requirement

Deliverable

Performance Measure

Monitoring Method

Development of alternatives or upgrades of new services or hardware Provide cost/benefit analysis document.

Development of documentation for presentation to management and technical personnel that clearly and accurately describes the alternatives.

Complete “Needs Assessment” on current network once a year.

To include development of alternatives or upgrades of new services or hardware Complete cost/benefit analysis document.

Complete documentation for presentation to management and technical personnel that clearly and accurately describes the alternatives.

Document provided within 5 business days of due date.

Performs all configuration tasks for various network components.

Completed “Project Plan” includes Complete configuration tasks for various network components.

Document provided within 5 business days of due date.

Develops procedures to track and procure necessary components.

Contractor will comply with Gov’t regulations and procedures to track equipment inventory and assist in the procurement process for necessary network components.

Equipment inventory complete and up to date on Gov’t CMR document.

Report furnished to Gov’t by due date agreed upon by the COTR

recommendations of new technologies for the APHIS network infrastructure.

Documents provided within 5 business days of due date.

CLINS 1003, 2003, 3003, 4003, 5003 – Telecommunications Administrative Support Services

APHIS Business Requirement

Deliverable

Performance Measure

Monitoring Method

ATAC call Records and ticket history.

ATAC call Records and ticket history.

CLINS 1004, 2004, 3004, 4004, 5004 & 1005, 2005, 3005, 4005, 5005– Systems Operational Support, Systems Engineering Services

APHIS Business Requirement

Deliverable

Performance Measure

Monitoring Method

Daily support of all APHIS Systems components in area of responsibility.

Daily customer support on issues involving accessing the systems used in APHIS, including active directory, W2K administration and server support trouble tickets

All inventory items captured and updated as necessary.

Completed Visio diagrams, Support logs, Implementation schedules, inventory records and

Systems diagrams updated with all Systems updates and changes. Inventory updated with all new serial numbers when equipment is rotated out with Vendors through maintenance contracts.

Make improvements where needed Answer support calls and support USDA APHIS staff Systems infrastructure is consistently up (99%) and working.

Improvement plans are completed Support issues are resolved to completion.

Systems down time statistics Improvement plans are implemented Support issues within the contractors control are resolved

Answer support calls and support USDA APHIS staff Monitor Systems infrastructure includes, but is not limited to, checking the following: Windows, AIX/Unix or Linux servers; Active Directory Systems down time statistics.

Support issues are resolved Systems infrastructure is consistently up (99%) and Support issues within the contractors control are resolved to completion

Resolving technical hardware and software problems;

Working with vendors to resolve software problems Working with vendors to resolve hardware problems, including coordination of the replacement of defective parts as necessary Applying system patches Working with vendors to resolve software problems Resolving technical hardware and software problems and/or working with vendors to resolve the most complex hardware problems, including coordination of the replacement of defective parts as necessary

Consistency in the following areas:

Applying system patches Resolving hardware/software issues Working with vendors to resolve complex software problems Working with vendors to resolve complex hardware problems, including coordination of the replacement of defective parts as necessary

CLINS 1006, 2006, 3006, 4006, 5006 – Video Conference Engineering Services

APHIS Business Requirement

Deliverable

Performance Measure

Monitoring Method

Inventory list Maintenance renewal – status report USDA APHIS is provided and made aware of current inventory and maintenance status on a bi-yearly basis

Plans, organizes, and conducts studies of existing video conferencing systems throughout the field to determine compliance with overall programs, policies, standards, and objectives to ensure that communications are adequate to meet needs both in type of design and operation.

System uptime statistics generated from Video equipment.

Plans, organizes, and conducts studies of existing video conferencing systems throughout the field to determine compliance with overall programs, policies, standards, and objectives to ensure that communications are adequate to meet needs both in type of design and operation.

Works with vendors and uses available market studies/white papers to evaluate best practice video solutions for APHIS users and programs.

CLINS 1007, 2007, 3007, 4007, 5007 – Network Security Engineering Services

APHIS Business Requirement

Deliverable

Performance Measure

Monitoring Method

Development of documentation for presentation to management and technical personnel that clearly and accurately describes the alternatives.

Complete “Needs Assessment” on current network once a year or per USDA APHIS request to include development of alternatives or upgrades of new services or hardware

Complete documentation for presentation to management and technical personnel that clearly and accurately describes the alternatives.

All documents delivered within 5 business days of due date.

Performs all configuration tasks for various IT security appliances and or software.

Project Plan contains Complete configuration tasks for various IT security appliances and or software.

“Project Plan” is followed successfully

Deployment of various IT security appliances and or software is complete during established maintenance windows.

Project plan complete on schedule.