Atch 1 - PWS DRAFT.pdf

PERFORMANCE WORK STATEMENT FOR

UNITED STATES TRANSPORTATION COMMAND

(USTRANSCOM) COMMAND, CONTROL, COMMUNICATIONS

& CYBER SYSTEMS DIRECTORATE (TCJ6) MANAGED

INFORMATION TECHNOLOGY SERVICE (MITS) ENTERPRISE

SUPPORT MANAGED SERVICES

24 March 2021

1 DESCRIPTION OF SERVICES

1.1 Background

The United States Transportation Command (USTRANSCOM) located at Scott Air Force Base (AFB), IL, is one of 11 Unified Combatant Commands (UCC). USTRANSCOM provides command and control (C2) for the synchronized transportation, distribution, and sustainment of personnel and assets, making possible the projection and maintenance of national power wherever needed with speed and agility, high efficiency, and a high level of trust and accuracy.

USTRANSCOM’s mission is to provide air, land, and sea transportation for the Department of Defense (DoD) and other Government and non-Government organizations during both peace and war. The Commander, USTRANSCOM, is tasked as the single manager of the Defense Transportation System (DTS) to oversee defense common-user transportation assets. The Secretary of Defense further expanded the USTRANSCOM mission by tasking USTRANSCOM to manage key components of the Joint Deployment and Distribution Enterprise (JDDE). An important functional requirement is the integration of the Transportation Component Commands (TCCs): Air Mobility Command (AMC), Surface Deployment and Distribution Command (SDDC), and Military Sealift Command (MSC). USTRANSCOM Command, Control, Communications, and Cyber (C4) Systems (C4S) Directorate (TCJ6) provides essential C4S support to the USTRANSCOM Commander, the Joint Enabling Capabilities Command (JECC) and the TCCs in performance of the command’s mission to provide global air, land, and sea transportation to meet national security objectives.

The USTRANSCOM C4 environment interfaces with numerous on-site and remote commercial, DoD, service, and common-user networks (i.e., Secret Internet Protocol Router Network (SIPRNet), Non-secure Internet Protocol Router Network (NIPRNet), DoD approved cloud environments and the Scott AFB Local Area Network (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN), or the DoD Information Networks (DoDIN). A myriad of applications make use of the USTRANSCOM C4 infrastructure by providing access and services to the USTRANSCOM user community.

USTRANSCOM operates the Common Computing Environment (CCE) surrounded by a network defense infrastructure. The USTRANSCOM CCE, supported by TCJ6 and multiple United States Air Force (USAF) organizations and SDDC, is comprised of several operating systems clients and servers both on premise and in the DoD approved cloud environments, both physical and virtual.

Supported operating systems, software, applications are listed in Appendix F: Operating Systems/Software/Applications Supported and Protocols in Use are listed in Appendix G:

Protocols in Use. The diversity of applications riding on the USTRANSCOM CCE (C2 systems, information management systems, mail/message systems, and security systems) increases the complexity and difficulty to integrate new system requirements. The information security infrastructure operating with the USTRANSCOM CCE is a unique integration of products demanding a high degree of technical skills and understanding.

SDDC, a component of USTRANCOM provides global surface transportation to meet national security objectives in peace and war. SDDC executes its mission through three core processes:

(1) surface movements, (2) personal property and passenger movement, and (3) deployability engineering. It is a joint-service major Army command and USTRANSCOM’s surface transportation component. SDDC’s mission, “To provide global surface distribution management and services to meet National Security objectives in peace and war,” positions this organization as the link between DoD shippers, commercial carriers, and the warfighters offering safe, responsive, efficient distribution and deployment solutions for the military. DoD uses Information Technology (IT) for worldwide surface deployment, distribution and in-transit visibility of equipment and supplies.

The SDDC Information Management Directorate’s mission is to manage the mission area support functions (communications, automation, storage area networks, audio-visual, publications, and records management disciplines).

1.2 Scope

The scope of the contract effort is to provide a broad range of Managed Information Technology Services (MITS) and C4S capabilities to support the USTRANSCOM, AMC and SDDC missions. Information Technology (IT) technical skills will be required to support the USTRANSCOM C4 environment, which interfaces with numerous on-site and remote commercial, DoD, service, common-user networks, and in the DoD approved cloud (i.e., Secret Internet Protocol Router Network (SIPRNet), Non-secure Internet Protocol Router Network (NIPRNet), DoD approved cloud environments and the Scott AFB Local Area Network (LAN), Wide Area Network WAN),Metropolitan Area Network (MAN), or the DoD Information Networks (DoDIN)). Additional support will be required to a myriad of applications that make use of the USTRANSCOM C4 infrastructure by providing access and services to the USTRANSCOM and SDDC user community.

Additionally, the contractor shall provide a range of IT services to include cyber security, network operations and maintenance, IT planning, system integration, technical testing and evaluation, analysis and guidance, software management, systems administration, purchase of hardware and software, hardware repair and enhancements, service desk, software configuration, end user devices support/desktop services, architecture and infrastructure management, system management, audio visual and video teleconferencing, and all deliverables related to these services.

The contractor shall utilize managed services best practices to perform the tasks and subtasks of this PWS to provide responsive IT service delivery. The required outcomes are delivering Managed IT services to USTRANSCOM users within agreed service levels and achieving continual service improvements to IT services. The contractor shall be responsible for coordinating, managing, assigning resources, processes, and activities with regard to the successful delivery of the entire IT service delivery process as defined in this PWS. The contactor, in concert with the Government, will establish, collect, and report metrics to evaluate and improve service delivery performance.

The contractor will leverage a Managed Services framework, other Government publication (e.g. DoD Enterprise Service Management Framework (DESMF) edition II, or latest version) and IT Service Management (ITSM) to establish a business management approach and discipline to IT service delivery. Managed IT Service is a set of specialized organizational capabilities to design, implement, and manage quality services providing value to our business partners and customers. Contract shall comply with DoDI 8440.01 “DoD Information Technology (IT) Service Management (ITSM)”

These capabilities take the form of functions and processes for managing services over the lifecycle, through strategy, design, transition, operations, and continual service improvement (CSI). This contract shall use Managed Services best practices to perform the following:

Develop an Integrated Master Schedule incorporating all contractor tasks, projects, plans, activities to show schedule, resources, and objectives

Identify ITSM issues and focus on the highest priorities identified by Government

Service multiple customers with varying requirements

Define, measure, and report relevant metrics to help with fact-based decision-making

Improve efficiency by automating standard tasks, and streamlining processes by applying lean principles to the work

Unite teams and processes by understanding interdependencies and how they impact one another

Influence the organizational culture to support CSI activities

Any Optional Task and Optional Subtask in this PWS should be treated as a separate entity as they may be performed with different periods of performance, as required by the Government. The PWS includes the following task areas:

Task Area 1: Contract Level and Contract Management

Task Area 2: Service Operation

Task Area 3: Service Support (Service Strategy, Design and Transition)

Task Area 4: RMF Continuous Security Monitoring

Task Area 5: Web Applications and Support

Task Area 6: Joint Operational Support Airlift Center (JOSAC) Support

Task Area 7: Cloud Support*

*Task Area 7 will be marked optional for potential use after Option Period One.

1.3 Specific Tasks

Task 1: Contract Level and Contract Management

This task consists of the functional activities relating to the administration and management of this effort. The contractor shall identify a Program Manager (PM) by name who shall provide management, direction, administration, clerical support, documentation, quality assurance, and leadership during the execution of this PWS. The contractor shall designate a principal point of contact for technical issues in addition to the PM. The contractor shall provide a centralized program management capability. The contractor shall prepare documents such as briefings, point papers, and meeting minutes related to status of the performance of this PWS. The contractor shall provide support in the specific areas outlined below in this PWS.

The contractor shall provide all deliverables listed in section 1.4, to include referenced documents, contractor- developed and Government approved plans, schedules, and milestones. The contractor shall meet stated Government requirements and milestones. If contractor misses milestones, the Government must be notified in writing within 24 hours of the missed deadline.

The contractor’s PM is the authorized point of contact with the Government Contracting Officer’s Representative (COR). PM responsibilities include, but are not limited to, interfacing with Government management personnel, staffing of all tasks, formulating and enforcing work standards, creating personnel and project schedules, reviewing work discrepancies, and communicating Government policies, purposes, and goals to the contractor team.

All decisions regarding Government requirements or Government actions shall be made by Government personnel. The contractor’s representative shall submit evaluations, recommendations, etc., to the COR and/or Contracting Officer (CO) for action.

The contractor may work remotely through VPN access in the event of inclement weather, health concerns or additional specific events approved by Managed Services Government Staff. This flexibility will ensure continuity of operations during periods of restricted access (e.g., weather, pandemic restrictions, hazardous conditions). Contractor personnel supporting the below tasks may be authorized to work remotely during periods of restricted access:

1.3.1.1 Task 1 Subtask 1: Contract Management Plan

The contractor shall submit the Contract Management Plan within fifteen (15) business days of contract award. The Government will review the plan and provide comments to the contractor within five (5) business days from receipt of the updated Contract Management Plan. The contractor shall have five (5) business days from receipt of the Government’s comments to submit the final plan. The contractor shall update the plan each option year within fifteen (15) business days of the option year exercised.

1.3.1.2 Task 1 Subtask 2: Weekly Activity Report (WAR)

The contractor shall provide accomplishments, issues and recommendations to weekly activity reports (WAR) in accordance with (IAW) staffing processes assigned by the Government.

1.3.1.3 Task 1 Subtask 3: Monthly Status Report(MSR)

The contractor shall provide a Monthly Status Report (MSR) no later than the 15th of the month following the reporting period. At a minimum, the MSR shall include the following information:

A list of the accomplishments of the reporting period by each active task/project area.

A synopsis of the efforts completed, deliverables provided, conferences, and trips conducted and attended during the reporting period. The MSR shall include a spending “burn down” financial graph showing funds expended to date and funds remaining against the budgeted amount. The format of the financial chart(s) shall be as agreed between the contractor and the Government.

An overall evaluation of the contract to date, listing per task any issues, problem areas, and items that require Government action.

1.3.2.1.2.1 Incident Management Monthly

1.3.2.1.2.2 Request Fulfillment Monthly

1.3.2.3.4 Monthly Problem Management Report

1.3.2.5.54.6.2 Metrics End-User Device Operations and Maintenance

1.3.2.6.1.2 VTC Metrics

1.3.2.6.2 Delivery schedule for each project/initiative with breakdown of hours expended

1.3.3.3.2.1.2 Software Consumption Metric

1.3.3.3.2.1.3 Government Requested Metrics (Inventory Management)

1.3.6 Deliver Schedules

1.3.6.3 Best Practices Report

1.3.6 Delivery schedule for each project/initiative with breakdown of hours expended

1.3.8.2 Status of system/software deficiencies, trouble report resolution

In conjunction with the contract end date, the contractor shall submit a final MSR no later than the last business day of the final period of performance.

1.3.1.4 Task 1 Subtask 4: In-Process Reviews (IPRs)

The contractor shall conduct quarterly In-Process Reviews (IPRs) as scheduled by the Government. At a minimum, the IPR shall summarize status, progress, recommendations, financial summaries, and concerns in the development of any tasks or documentation described within this PWS. Presentation materials shall be prepared and provided to the COR two (2) business days prior to the IPR.

1.3.1.5 Task 1 Subtask 5: Trip Reports

Within five (5) business days of completion of any travel, the contractor shall submit a trip report to include the following details: purpose, location, trip duration, travelers, travel costs, individuals contacted during trip, synopsis of discussions, decisions made, future actions identified, and issues or concerns arising during the trip. Invoices (along with associated receipts) shall support all travel reimbursement requests.

1.3.1.6 Task 1 Subtask 6: Meeting/Conference Minutes

The contractor shall attend meetings or conferences held at USTRANSCOM or other locations as identified by the Government, and provide meeting/conference minutes that detail the results as well as the impact of the meetings/conferences within one (1) business day after completion of the meeting/conference. Meetings/Conferences will generally take place during the normal duty hours listed in paragraph 3.1.

1.3.1.7 Task 1 Subtask 7: Subject Matter Expertise (SME)

The contract shall provide Subject Matter Expertise (SME) to respond to taskers, inquiries, Requests for Information (RFIs), and other requests as needed by the Government. The contractor shall consolidate, analyze, and present information/data from one or more sources or systems.

The output of such requests will typically be in MS Excel, PowerPoint, Word, or Adobe PDF.

1.3.1.8 Task 1 Subtask 8: Personnel Status Report

The contractor shall provide a personnel status report containing names and labor categories of personnel supporting each major task. The contractor shall provide the report within twenty (20) business days of the contract start date and update the report within five (5) business days of any changes in personnel. The Contractor shall make every reasonable attempt to fill any labor-hour vacancy of a position described in the Technical and Management Work Plan in a time period no longer than a single billing cycle.

1.3.1.9 Task 1 Subtask 9: Transition-In Plan

The contractor shall ensure minimal service disruption to vital Government business and no service degradation during and after the Transition-In period. All transition-in activities shall be completed thirty (30) calendar days after the start date of the contract. The contractor shall deliver a finalized Transition-In Plan within five (5) business days of award.

1.3.1.10 Task 1 Subtask 10: Transition-Out Plan (Optional)

If the Government terminates this contract for any reason or if an option year is not exercised, at the discretion of the Government, the contractor may be given up to a sixty (60) calendar-day transition period. The contractor must ensure no logistics or contract data is corrupted, changed, or altered in a manner that would cause damage to the Government. The contractor shall meet performance requirements and cooperate with the successor contractor in the transition period.

During the transition period, the incumbent contractor shall provide the assistance and support required to ensure the orderly transition of all logistics support, and provide transitional planning necessary to enable the follow-on contractor to commence uninterrupted operations at the end of the transition period. The contractor shall also establish and maintain effective communication with the incoming contractor/Government personnel for the period of the transition via weekly status meetings. The contractor shall ensure follow-on contractor personnel are permitted access to observe all operations, including workflow, priorities, scheduling, equipment handling/processing, parts storage, safety, and security. Familiarization visits shall not interfere with the activities of the incumbent contractor or Government personnel.

The contractor shall provide and implement a Transition-Out Plan within 45 (forty-five) calendar days prior to expiration or notification of contract termination. To ensure a seamless transition, the contractor shall identify how it will coordinate with the incoming contractor and/or Government personnel to transfer knowledge regarding the following:

Project management processes Points of contact Location of technical and project management documentation Schedules and milestones Status of ongoing technical initiatives

Appropriate contractor-to-contractor coordination Transition of key personnel Actions required of the Government File plan, work related documents, files, policies and processes Inventories of hardware (H/W) and software (S/W) Access permission by individuals to locations in which they support

The contractor shall organize all work related documents and files, store them on the designated Government collaboration tool and provide a file plan outlining the file structure. Status for each project shall be documented, to include recent, current, and pending actions. The contractor shall provide all-inclusive H/W and S/W inventories, a listing of all COTS utilized in support of this contract, accountability of licenses, and soft copies of all procedures and training materials developed as part of this contract. In addition, the contractor shall provide a complete list of all badges, vehicle passes, and Government software access permissions by individual currently working on the contract.

The contractor shall deliver all data, compiled and un-compiled source code, flow charts, and business processes for the system and support applications at the completion of this task order.

1.3.1.11 Task 1 Subtask 11: Contractor Manpower Reporting

The contractor shall report all contractor and subcontractor labor hours required for performance of services provided under this contract for USTRANSCOM via a secure data collection site. The contractor is required to complete all required data fields using the following Web address http://www.sam.gov/.

Reporting inputs will be for the labor executed during the period of performance by each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported anytime during the FY, all data shall be reported no later than October 31of each calendar year, beginning with 2022. Contractors may direct questions to the help desk at http://www.sam.gov/.

Billing cycle for this contract will be on a monthly basis, (first calendar day of each month through the last calendar day of that month).

1.3.2 Task 2: Service Operations

The contractor shall perform IT Operations for the services and functional areas & capabilities as specified in this PWS. The contractor shall be responsible for ensuring services are delivered effectively and efficiently, to include restoring service interruptions, fulfilling user requests, resolving service failures, troubleshooting and fixing problems, as well as carrying out routine operational and maintenance tasks. The contractor shall be responsible for the following:

IT Operations Management Service Desk Event Management Incident Management

Request Fulfillment C2 Systems support Problem Management System and Database Administration Virtual Environment Operations Storage Management Messaging and Collaboration Directory Services and Identity and Access Management End-User IT Systems Support Key IT Service Support Network Infrastructure Visual Information Services ITSM Metrics Collection, Analysis, and Reporting

For each system or applicable area, the contractor shall perform the following:

1. Support the government Service Owner/Manager as defined by performing service management functions for delivery of Enterprise Network Service. Meet established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), or other governing documents for Services and Service Components. Provide Service Operations input to Service Level Management (SLM) to establish SLA/OLA thresholds, specifications, performance indicators and standards. Provide Service Operations input for use by Service Portfolio Management and Service Strategy/Design in establishing Service Levels and recommending process and technology changes.

2. Support Event Management processes by identifying CIs and Services requiring monitoring. The contractor shall also support government identified thresholds and key performance indicators to monitor the service and/or Configuration Items (CIs) for both normal and abnormal conditions as applicable. The contractor shall respond to event notifications (i.e., Informational, Warning, and Exception) and take appropriate actions.

The use of automated event notification and responses shall be applied as often as possible.

3. Support the Incident Management Process Owner and execute Incident Management process, activities, and associated policies and governance. The contractor shall open, document, and close incidents using the Government-provided ITSM tool suite (currently BMC Remedy Information Technology Service Management (ITSM) suite for NIPR/SIPR environments and JIRA for the Cloud). The contractor shall escalate incidents IAW the Government’s escalation matrix (section 1.6) and will perform incident investigation and analysis activities. The contractor shall recommend issues to Problem Management as required, through the ITSM tool.

4. Produce individual system and overall statistics, metrics, and any other requested specific technical or planning information as needed. Use of automated ad hoc statistics and metrics from the ITSM tool suite is encouraged.

5. Respond to incidents for USTRANSCOM and remote customers as needed.

6. Support the Problem Manager and the Problem Management processes. The contractor shall open, document, and close Problem actions using the Government-provided tool suite (currently BMC Remedy). Perform problem investigation and analysis activities, identify root causes, develop & document resolutions/work-arounds in the Known Error Database (KEDB), and create Requests for Changes (RFCs) as needed for resolution.

The contractor will participate in Problem Model development and produce Problem Models for items within their area of responsibility.

7. Execute Request Fulfillment process and activities. The contractor shall develop request fulfillment models; perform request fulfillment actions and document models, templates and articles in ITSM tool. The contractor shall open, document, and close service requests using the Government-provided ITSM tool suite. Fulfill requests using automation to the fullest extent possible.

8. Submit, implement, and complete Requests for Change (RFCs) as prescribed by the

Government’s Change Management Process/Policy. The contractor shall assist in the development of change processes, models, and participate in Change Process activities as required (e.g., Change Advisory Board, Change Practitioner). The contractor shall provide analysis of the operational impacts of system changes (e.g., network expansions, additions, upgrades and reconfigurations in hardware/software suites) within ten (10) business days of the Government’s request.

9. Provide Transition Planning and Support as required. This includes participation in working groups, planning meetings, estimations, and resource planning. The contractor shall work closely with Technical Management & Oversight and Project Management teams to ensure successful delivery and implementation of new or changed services.

10. Identify Configuration Items (CIs) and CI attributes for tracking and ensure the

Configuration Manager Database (CMDB) accurately reflects the appropriate CIs within the Service Operations area of responsibility. The contractor shall create and maintain Configuration Models. The contractor will make changes to CIs within the Configuration Management System (CMS) as prescribed by the Change Management & Service Asset and Configuration Management (SACM) process owners.

11. Work within the Release and Deployment Process to ensure proper Service Operations acceptance of new or changed services or service components. The contractor shall participate in the Service Design and Service Transition processes.

12. Support the Service Validation and Testing Process and related activities to increase service quality and reduce risk of transitioning services. The contractor shall participate in fit-for-use (Warranty) and fit-for-purpose (Utility) testing and delivery of new and changed services or components.

13. Share perspectives, ideas, experience, and information to enable informed decisions and to improve efficiency by reducing the need to rediscover knowledge. The contractor shall prepare knowledge articles and submit per the Knowledge Management Process for inclusion in the Government’s Knowledge Management Database (KMDB). The contractor shall define intra-office authorizations and responsibilities to produce, manage, and retire applicable internal and external knowledge information within the scope of this PWS using the KMDB.

14. Ensure services are supportable and documented correctly through participation in the applicable Service Catalog, Change Management, and overall Service Strategy and Design activities as required. The contractor shall provide service ownership and management for services provided by their respective teams, utilizing the services management principles. The contractor will ensure information in the Service Catalog pertaining to their area of responsibility is correct and current.

15. Track and review the delivery of supplier provided (commercial) services, software, & equipment (e.g., performance, delivery times, quality) to ensure the highest quality of supplier support to deliver services. The contractor shall make recommendations to the Government for increased supplier quality in the quarterly report.

16. Support the Service Level Management (SLM) process and participate in the establishment of service levels. The contractor shall aid in the proper tracking of service thresholds and events to measure service levels accurately.

17. Perform Capacity and Availability Management planning. Provide, recommend, and implement solutions to ensure availability of services in the near term and necessary capacity within the timeframe established by the Government.

18. Prepare and maintain continuity plans for C4 systems to include alternate site designations for restoration of mission or business essential functions. The Contractor shall support USTRANSCOM testing and development of its Continuity of Operations (COOP) plans to ensure effective continuity of service. Ensure Business Continuity Management (BCM) plans are in place, executable, and followed. Review continuity plans of service owners to ensure adequate capacity and availability of COOP infrastructure to support those plans.

19. Plan, coordinate, schedule and conduct Authorized Service Interruptions (ASIs) for required IT system and service outages. Attend meetings with Program/Project Managers, developers, and/or functional users. Coordinate with IT Operations Management (Department of Defense Network (DoDIN) Operations Center) for system/service downtimes. Provide documentation, answer technical questions, and provide appropriate support within the CCE.) to minimize the impact of scheduled service/system outages to customers and users.

The contractor shall provide full process documentation for Government approval within 90 calendar days of contract start. The contractor shall complete all documentation for process changes within three (3) business days after it is determined a change is needed. The contractor shall prepare appropriate briefings and supporting materials no later than 48 hours prior to any presentation. At a minimum, the contractor shall perform a semi- annual process review and recommend CSI initiatives/opportunities for consideration to the CSI Manager.

The contractor shall attend meetings or conferences held at USTRANSCOM, AMC, SDDC, or other locations as identified by the Government, and provide meeting/conference minutes IAW paragraph 1.3.1.6. The contractor shall provide inputs to weekly activity reports (WAR) IAW paragraph 1.3.1.2.

The contractor shall perform Equipment Custodian (EC) duties within their area of responsibility and maintain proper accountability of all Government owned/purchased hardware IAW United States Transportation Command Instruction (USTCI) 33-16 and Air Force Manual (AFM) 33- 153, Management of Information Technology Hardware & Software Assets, and Air Force Manual (AFMAN) 17-1203, Information Technology (IT) Asset Management (ITAM), as well as maintain inventory information for all warranty and maintenance contracts. The contractor shall provide inventory information to the Government IAW with USTCI 33-16, annually or within 30 days from EC change.

The contractor shall perform NIPRNet and SIPRNet Functional Area Communications and Computer Systems Manager (FACCSM) duties in their respective contracted out functional areas.

Contractor personnel assigned to perform SIPRNet FACCSM duties shall be qualified as an Information Assurance Technician Level II (IAT-II), per DoD 8570.01-M. The Contractor shall provide copies of the required certification(s) applicable for IAT-II to the COR at start of contract execution.

1.3.2.1 Task 2 Subtask 1: IT Operations Management and Service Desk

In support of USTRANSCOM Managed IT Services, the contractor shall sustain and maintain the Tier 0 Self- Service Portal. The contractor shall perform Tier I Service Desk activities (on- or off-site) and Duty Controller (DC) activities (on-site) at Scott AFB, or a contingency location, 24 hours per day, 7 days per week, to respond to C4 events and outages, to include scheduled/unscheduled outages. The contractor shall provide IT Operations Management (a.k.a.

DoDIN Ops) and Service Desk capabilities, and capability needs to the Technical Management team and the IT Service Portfolio Management team to ensure the required automation and process capabilities will meet the needs for existing and projected service levels and planned service improvements. The contractor shall work with Technical Management to ensure all capabilities in this task area are lifecycle managed, planned, and programmed to meet organizational needs.

1.3.2.1.1 Task 2 Subtask 1.1: IT Operations Management - Duty Controller (DC)

The contractor shall provide a Duty Controller (DC). The DC will work with the Duty Officer (DO) and cyber security analysts to identify and correlate problems affecting JDDE customers.

DC activities shall include but are not limited to accepting notifications, to include Authorized Service Interruptions (ASI) requests, from the USTRANSCOM community, USTRANSCOM component commands, other combatant commands, and other global DoD customers regarding problems or questions concerning automated systems, services, or capabilities supporting the JDDE. The DC shall respond to alerts on both on premise and cloud unclassified and classified environments (i.e., information, warning, and exceptions) and take appropriate actions associated with defined thresholds.

The DC shall:

Coordinate approval and track status of ASI requests, and manage the ASI program Analyze impact from external ASIs (e.g., Service components (TCCs), Host Base, DISA, DoD Cloud Environment) Utilize provided software tools (e.g., Remedy, Solarwinds, and Situational Awareness

Common Operating Picture (SACOP)) to document, monitor, and report computer network status, and serve as a knowledge base for incident/event/problem resolution

Ensure all events opened or closed in the automated tracking system are accurate and timely Assist the DO in the preparation of the daily report as outlined in TRANSCOM policies and procedures Ensure all reports/briefings are posted and updated as outlined in the procedures Ensure the DO has the most current status report on all events Provide a bi-annual review of all SOPs and recommend updates to the government lead Assume the service desk function from 1831 – 0629 on weekdays, 24 hours/day on weekends and federal holidays

1.3.2.1.1.1 Event Management

The contractor shall assign an Event Manager. The Event Manager shall manage all Events throughout their lifecycle (detect, analyze, and control) as defined by the Event Management Process. The contractor shall structure, document, and manage Events within Managed service framework. The contractor shall use established SLAs, OLAs or other government documents, and coordinate the identification, establishment and updates of event thresholds with each responsible functional team to ensure key event indicators are configured for automatic notification within the prescribed times and procedures. The contractor shall be responsible for and manage a master list of event items for coordination and synchronization, and made available to functional teams and leadership via the Government provided ITSM tool.

As part of Event Management, the contractor shall perform the following across all services and service delivery units:

Detect all changes of state that have significance for the management of a Configuration Item (CI) or IT Service

Determine the appropriate control action for events and communicate to the appropriate functions

Provide trigger, or entry point, for the execution of many service operation processes (e.g., Incident and Problem Management) and operation management activities

Provide the means to compare actual operating performance and behavior against design standards and SLAs

Provide a basis for service assurance and reporting as well as service improvement Collect and analyze ITSM metrics; prepare and deliver event reports based on their event analyses, identify trends that will be used for CSI

The contractor shall be responsible for the activities within Event Management to include

Detection, Logging, Filtering, and Significance assessment. The contractor shall assess and document responses to each event such as automatic responses, Alerts & Human Interventions, Incidents, Problems, or Changes. The contractor shall conduct event reviews monthly, and report findings as part of the quarterly IPRs.

The contractor will support the Government Event Management Process Owner in establishing full process documentation (e.g., roles and responsibilities, Inputs/Outputs, Process Flows). The contractor shall maintain/modify all documentation for process changes within three (3) business days of notification. The contractor shall prepare Event Management briefings and supporting materials no later than 48 hours prior to any presentation.

1.3.2.1.2 Task 2 Subtask 1.2: USTRANSCOM Service Desk Support

The contractor shall provide Service Desk support from 0630 to 1830 local time, Monday through Friday. The contractor shall provide afterhours and weekend service-desk support, times and hours to be agreed upon between the contractor and the Government. Government anticipates, on average, one four-hour period per month on a specified weekend day.

The contractor shall provide a focal point for incident management and request fulfillment for IT systems and services. The Service Desk shall provide support to include, but not be limited to, lifecycle management of incidents (tickets), answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems, and USTRANSCOM supported C4 systems. These systems include but are not limited to e-mail services, collaboration services, telephone services (VoIP/VoSIP), Distribute.mil, Records Management (RM), Electronic Information Management (EIM), SharePoint, TransViz, JFAST, AMHS and GCCS-J, Integrated Data Environment Global Transportation Network Convergence (IGC), Office environment, and cloud managed services.

The contractor shall collect and enter service desk information (e.g., event, incident, request fulfillment) into the USTRANSCOM designated service management systems. The contractor shall collect and analyze service desk metrics as determined by the Government; the contractor shall prepare and provide weekly and monthly metrics reports, highlighting trends and making recommendations for CSI.

The contractor shall provide C4, and business system account management and access management to include creation of accounts, issuance of passwords and resetting locked user accounts within one (1) business day after receipt of request. The contractor shall provide access control to systems IAW published security policy.

The contractor shall perform Local Registration Authority (LRA) duties, to include issuing and revoking Public Key Infrastructure (PKI) certificates throughout the command. The contractor shall be the focal point for all SIPRNet token issues, provide training to trusted agents (TAs) and ensuring the LRA program complies with DoDI 8520.02. The contractor shall provide on-call support 24 hours per day and respond onsite within two (2) hours of notification for SIPRNet token issues.

The contractor shall interface with the provider Service Desks, Air Force Enterprise Service Desk, IT Operations Management, and other organizations as required to coordinate resolution of issues reported to the USTRANSCOM Service Desk.

1.3.2.1.2.1 Incident Management

The contractor shall perform as the Incident Management Process Owner and Manager and shall be responsible for managing all incidents through their lifecycle. Following ITSM best practices and IAW DESMF, the contractor shall be responsible for timely reporting, resolving if possible, and escalating when needed, all incidents that affect services or service components.

The contractor will provide full process documentation (e.g., roles and responsibilities, Inputs/Outputs, Process Flows) for Government approval within 90 calendar days of contract start. The contractor shall maintain/modify all documentation for process changes within three business days of notification. The contractor shall prepare Incident Management briefings and supporting materials no later than 48 hours prior to any presentation.

The contractor shall provide tracking, customizable reporting, knowledge base development, and access for both network support technicians and customer searches for status updates and common incident resolution. The contractor shall provide incident reports (or incident data if only data is requested) to support Capacity Management, Service Level Management, Security, Availability Management, Service Asset and Configuration Management, Change Management, Problem Management, and Access Management, if automated reports or the data is readily available in the tool database. Reports or data requests requiring manual manipulation to produce a requested product will require a level of effort (LOE) to determine feasibility of request and will require Government approval for production. The contractor shall provide a monthly Incident Management report to include, but not be limited to, the number of incidents and status of all open incidents. The contractor shall prepare knowledge articles for inclusion in the ITSM tool (e.g., Self- Service Portal (Tier 0), KMDB). Knowledge articles will cover all aspects of service desk operations to be used by service desk technicians as well as users (self- help and information) to perform recurring tasks and to apply work-arounds to known issues or problems.

The contractor shall manage the lifecycle of all incidents (e.g., desktop, network, infrastructure) from initiation to closure, actively pursuing updates and escalation IAW paragraph 1.6. The contractor shall ensure ticket management actions adhere to established timeframes documented in the SLA. The contractor shall perform first-line investigation and diagnosis of all incidents and provide resolutions on customer’s first contact to the Service Desk at a minimum of 68% of the time. First contact resolution is the percent of contacts resolved by the service desk on the first interaction with the customer. For live calls or web chats, this means the customer's issue is resolved before they hang up the phone or end the chat session. Should the Service Desk determine they are unable to resolve an issue on the first call, the technician shall record applicable information (e.g. troubleshooting actions taken) about the user’s incident and escalate to the applicable work center (Tier II) for continued diagnosis and resolution IAW paragraph 1.6. The contractor shall use all means including remote desktop access to identify and fix incidents. The contractor shall ensure all users are informed of their incident status when the incident persists beyond the target resolution times IAW paragraph 1.6. Before closing any ticket, the contractor shall ensure the customer is satisfied with the action taken.

The Service Desk shall ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all incidents and requests. The contractor shall log and categorize all incidents and prioritize each IAW Incident Priority and Escalation Matrix (paragraph 1.6). In response to a reported incident, the contractor must record each incident within an incident management tool and provide an immediate recommended solution or a workaround in the known error database. If an entry does not exist in the KEDB or an article is not in the KMDB, the contractor shall identify the need to create the KEDB entry, KMDB article or model. The contractor shall write and submit knowledge management articles for inclusion into the Government’s ITSM tool following the knowledge management article submission process. The contract shall ensure resolution on all incidents.

The contractor shall provide to the J6-YM on a weekly basis and a monthly roll-up as part of the MSR, the following metrics:

First contact resolution rate 1st level resolution rate (incident closed by service desk w/o escalation) Size of incident backlogs Average age of tickets Tickets older than 2 weeks, 30 calendar days, 60 calendar days (any tickets older than 30 days must include a detailed description and next actions required) Average time to escalate Number of incidents resolved remotely Mean time to resolve Number of major incidents per service Number of complaints or issues concerning content and quality of incident communication Percentage of incidents handled within/outside of agreed response times Number and percentages of incidents incorrectly assigned/categorized Number and percentage of incidents related to change and releases

1.3.2.1.2.2 Request Fulfillment

The contractor shall perform as the Request Fulfillment Process Owner and Manager and be responsible for the request fulfillment process for USTRANSCOM. Following best practices and IAW DESMF, the contractor shall perform tracking, customizable reporting, KMDB input, and access for both network support technicians and customer searches for status updates. The contractor shall provide a monthly service request report to include request number and status of all open service requests. The contractor shall highlight service request resolution times, which fall outside of agreed upon service levels.

The contractor shall manage the lifecycle of all service requests from initiation to closure. The contractor shall provide a means for users/customers to request and receive standard, defined services from the Service Catalog and will assist with general information, complaints, or comments. The contractor shall ensure accurate logging, categorization, prioritization, routing, functional escalation, and data integrity of all applicable service requests.

The contractor will provide full process documentation (e.g., roles and responsibilities, Inputs/Outputs, Process Flows) for Government approval within 90 calendar days of contract start. The contractor shall maintain/modify all documentation for process changes within three business days of notification. The contractor shall prepare Request Fulfillment Management briefings and supporting materials no later than 48 hours prior to any presentation.

The contractor shall be responsible for creating and providing Request Fulfillment process workflows for services within the service catalog, working closely with service providers, and ITSM tool administrators. The contractor shall ensure all process flows follow predefined process models based on the service requested, and will work with the Service Catalog and Service Portfolio Management teams when new process flows need to be developed. The contractor shall work with Change Management to identify candidates from normal changes that are well-defined repeatable requests and standardize such request in Request Fulfillment.

The contractor shall create service request models and ensure proper execution of all requests.

The contractor shall support configuration and change management processes as integral synchronization with Request Fulfillment. The contractor shall provide as a part of the MSR the following information:

Mean elapsed time for handling each type of service request Number and percentage of service request complete within and outside of agreed upon time Number of service requests resolved remotely or through automation Total number of service requests per time interval (daily, weekly, monthly) Number of incidents related to request fulfillment activities Size of backlog of outstanding service requests Average age of open service requests Days each request spends in each lifecycle phase Tickets older than 2 weeks, 30 days, 60 days (any tickets older than 30 days must include a detailed description and next actions required)

1.3.2.1.2.3 Tier 0 - Self-Help

The contractor shall create, operate and maintain a Tier 0 (self-help) capability, utilizing the government- provided ITSM suite, which shall include, but not be limited to, answers to frequently asked questions (FAQs), ability to request services, open incidents, check status of requests and incident. The self-help site shall resolve a minimum of 25% of incidents and service requests.

1.3.2.2 Task 2 Subtask 2: C2, Business and Enterprise Services Program Support

The contractor shall provide program management support, direction, administration, quality assurance, and leadership of the execution of this PWS. The contractor shall perform the following:

Review system documentation staffed by DISA and Joint Staff for implications to USTRANSCOM. Examples include, but not limited to:

Joint Capabilities Integration and Development System (JCIDS) documents Information Support Plans (ISP) Test and Evaluation Master Plans (TEMP) Requirements documents (e.g., ICD, CDD) CYBERCOM Task Orders

Develop and implement technical solutions for C2, Business and Enterprise Services with the current C4S policy, funding constraints, maintenance concepts, configuration plans, and life cycle support, including sustainment and improvement considerations

Develop and maintain an integrated master schedule (IMS) and work breakdown structure (WBS) identifying milestones and other significant program events using Microsoft Project or equivalent project management software

Coordinate with USTRANSCOM J3 users on support Coordinate access to Government test environments Receive and vet change requests through appropriate channels, document the coordination process, provide feedback to the users, and maintain status documentation on outstanding change requests

Manage the installation, training, maintenance, and integrated logistics support of new C2, Business and Enterprise Services

Prepare systems and documentation necessary for security certification and accreditation process (currently DIACAP, and transitioning to RMF)

Prepare program for Joint Interoperability Certification or current interoperability certification process, as appropriate

Maintain upgraded hardware and software service agreements Track and manage hardware and software lifecycle for C2, Business and Enterprise Services

The contractor shall be responsible for ensuring system availability and reliability of the C2, Business, Enterprise Services, GCCS-J and related GCCS FoS on U.S. and Coalition networks at USTRANSCOM. The contractor shall plan, develop, and implement program support requirements.