Att 01 - IRM-IT RFP - PWS Draft.docx

Information Resource Management Office-Information Technology (IRM-IT)

ATTACHMENT 1 - PERFORMANCE WORK STATEMENT (PWS)

C.1 INTRODUCTION, BACKGROUND, AND PLACE OF PERFORMANCE

C.1.1 INTRODUCTION

The United States Department of State (DOS) requires a variety of IT-related services for its IT systems, hardware, software, as well as general logistics, administrative, management and project management support at the United States Embassy and adjacent facilities in Baghdad, Iraq and the Consulate in Erbil, Iraq. When referenced as a collective, these locations are called “Mission Iraq” in this PWS.

C.1.2 BACKGROUND

The population, including contractors, supported by this contract is approximately 7,100 persons. The Mission Iraq locations are built to be standalone sites, mostly independent from Iraqi infrastructure systems.

On behalf of the Contracting Officer (CO), the Contract Management Office (CMO) in Baghdad, Iraq supports the Contracting Officer’s Representatives (CORs), the Program Office as well as the DOS’s Bureau for Near Eastern and South-Central Asian Affairs’ Executive Offices (NEA-SCA/EX) in providing DOS program management, contract oversight and review, on the ground communications with the Contractor, and in serving as a liaison to the Ambassador and the functional team. Mission Iraq’s operating environment is a High Threat Post (HTP).

C.1.3 PLACES OF PERFORMANCE

C.1.3.1 Baghdad Embassy Compound (BEC) and Adjacent Facilities The 104-acre purpose-built BEC was formally opened on January 9, 2009, with 1,700 separate buildings. The total population at BEC is approximately 2,500.

C.1.3.2 Baghdad Diplomatic Support Center (BDSC) BDSC is located on 325 acres adjacent to the Baghdad International Airport (BIAP). It has 1,700 separate buildings and no central power plant. BDSC is the home base for Embassy Air Iraq, military air operations, and other air operations support. The total population at BDSC is approximately 1,800.

C.1.3.3 Consulate General (CG) Erbil CG Erbil is presently housed within a six city-block compound consisting of leased standalone homes, some of which have been repurposed as offices, in a neighborhood walled off from the surrounding city. The total population is 250. Services shall be limited at this place of performance.

C.1.3.4 New Consulate Compound (NCC) Erbil NCC Erbil has 21 buildings and an outdoor swimming pool recreational area. The total population is approximately 700. Services shall be limited at this place of performance.

C.2 GENERAL

C.2.1 SCOPE OF WORK

The objective of this PWS is to provide a variety of IT-related services that include, but are not limited to personal computer (PC) and server services, telephone, desktop and cabling installation, general operation and maintenance activities associated with PC and digital/VoIP telephone and radio systems, VSAT maintenance, HF, and desktop type radio installation, including infrastructure and maintenance, general logistics, general administration, general management, and project management.

The Contractor shall provide qualified personnel to perform the specific tasks needed to maintain and update the Department's IT systems. The support needed is for both short- and long-term duration as the mission changes and shall be funded incrementally based on mission needs.

Specific tasking will be coordinated between the Program Manager (PM) and U.S. Direct Hire (USDH) Supervisor or his/her representative or designated COR. Because of Iraq’s unique mission requirements, other temporary or short-term requests may be made of contracted personnel under “other duties as required” that are beyond the scope of the position description. These additional tasks will not represent a significant portion of time but will be required as needed. If the additional tasks represent a significant adjustment to the position description, the COR will coordinate with the PM to develop a new and more accurate position description for submission through the CO. However, the Contractor shall perform the additional duties during the adjustment of the position description.

C.2.2 SERVICES

The Contractor shall provide all qualified personnel, transportation, supervision, and other services necessary to accomplish the requirements of this contract. All equipment, tools, materials, and supplies are USG-furnished at the time of award.

C.2.2.1 Administrative Requirements The Contractor and all subcontractors shall maintain active and current Iraq business licenses throughout performance.

C.2.2.2 Performance and Supervision The Contractor shall coordinate with the U.S. Direct Hire (USDH) Information Management Officer (IMO), USDH IRM Section Chief, and the COR for day-to-day operations.

C2.2.3 General Working Conditions The Contractor shall:

- Occasionally travel to other sites within Mission Iraq to provide support.

- Move and handle heavy objects such as crates, equipment racks, and other building materials as required.

- Occasionally work in confined areas such as crawlspaces, attics, utility pits, tunnels, manholes, and other confined spaces.

- Work from heights to include rooftops, ledges, bucket trucks, scaffolding, communications towers, and ladders.

- Perform manual installation operations to include drilling, pulling wire, fiber optic, and other cable, running and installing conduit, and terminating various cables.

- Follow established safety regulations, work in and around electrical service panels and uninterruptible power supplies. These duties include changing batteries and taking electrical measurements.

C.2.2.4 Reports and Deliverables The Contractor shall provide the following to the COR, monthly:

- Visas and Passports expiring within 90 days

- Status updates on any Performance Plans for Employees

- Availability of funds report

- Evaluation/measure of Performance Metrics established by the IMO and/or the IMO’s USDH representative(s) in coordination with the Contractor.

C.2.2.5 Help Desk Tickets The Contractor shall staff the service desk during business hours and utilize the Department’s preferred trouble ticketing system for all trouble calls. The Contractor shall log all trouble tickets into the system 100% of the time, meeting International Cooperative Administrative Support Services (ICASS) Uniform Service Standards (USS). Business hours of the service desk can be extended as needed by the IMO and approval of the COR for staffing by the Contractor.

C.2.2.6 Inventory Management The Contractor shall perform the logistical tasks required to inventory, document, deactivate, decommission, package, and ship IT hardware, software, and ancillary equipment, including cases, to the destination identified by the IMO. The Contractor shall maintain a custody trail for items shipped, transferred to other government entities or non-governmental entities or destroyed in accordance with Department of State Foreign Affairs Manual (FAM), 14 FAM 410 Personal Property Management for Posts Abroad.

C.2.3 HARDWARE, IT TECHNOLOGIES, AND SOFTWARE

The Contractor shall operate and maintain the following:

C.2.3.1 Hardware

- PC server and client platforms

- Network servers including HP/Compaq

- Local Area Network devices such as printers and scanners

- Network Appliances SAN/NAS products

- Sensitive but Unclassified Data encryption devices

- Cisco switches and routers

- Secure Flash drives and management of devices

C.2.3.2 IT Technologies Utilized

- Enterprise class II solutions such as Microsoft Active Directory, MS Exchange Server 2003-2010, Data Management, Virtualization, Consolidation, performance and capacity planning, Backup and recovery,

- Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware

- Microsoft related technologies: Windows Server, Exchange, SQL, IIS, and SharePoint

- Support services for HP related technologies: Servers, Storage, and networking

- NetApp data storage and replication services

C.2.3.3 Software, PC, and Servers

- Ethernet Local Area Network

- Windows legacy, current, and future operating systems (i.e., XP Windows 7, Windows 10, etc.)

- Windows legacy, current, and future server operating systems (i.e., Server 2003, 2008 R2, etc.)

- Microsoft Exchange, legacy, current, and future version

- Microsoft SQL Server

- Microsoft Office legacy, current, and future versions

- Microsoft Visual Studio

- Microsoft IIS

- Microsoft SharePoint server

- ORACLE RDMS

- TCP/IP

- Protect drive (laptop encryption products)

- Cloud-based software and operating environment (M365, AWS, Google Space, ServiceNow, Microsoft Azure, etc.)

C.2.3.4 Critical Support Mission Iraq is a post where the critical need for communications systems takes priority over work schedules. During outages and emergencies, any position may be required to work on any day of the week, during any hour of the day. The IMO and COR will ensure that “outages and emergencies” is not utilized for routine requirements. Employees may be authorized overtime at the approval of the COR.

C.2.4 WORKING CONDITIONS

Under the definitions of Public Law 112-239 (National Defense Authorization Act, FY-2013), Mission Iraq is considered a “critical environment” with many “contingency operations” contracts in place. All personnel assigned to this contract shall comply with the Chief of Mission (COM) policies. The working environment is an austere desert environment and is frequently cramped. Iraqi holidays are frequent and declared with little advance notice which impacts the Local National (LN) workforce. The Mission has active draw-down and contingency operations plan which apply to contractor activities, and Contractors shall be prepared to respond rapidly to requests for personnel status, execute travel arrangements on short notice, and re-organize to accommodate core operational coverage during such events.

C.2.5 FEDERAL CODES, STANDARDS, AND REGULATIONS

Services shall be performed in strict adherence to applicable regulations, guidance, and standards. This includes but is not limited to: the terms and conditions of this contract; Foreign Affairs Manuals (FAM) and Foreign Affairs Handbooks (FAH) – both publicly available on the DOS website; Federal Acquisitions Regulations (FAR); Department of State Acquisition Regulations (DOSAR); other applicable USG regulations; local U.S. Embassy policies and procedures; and industry standards for the various trades.

C.2.6 TYPE OF CONTRACT, PERIOD OF PERFORMANCE, AND CANCELLATION

This is a multi-year contract as defined and in accordance with FAR Subpart 17.1. The period of performance is five years. Performance under this Contract during the second and subsequent years is contingent upon appropriation and availability of funds.

Cancellation of this Contract shall occur by either a) CO notification to the Contractor, on or before 120 days before the end of the current period of performance, that funds are not available for subsequent years; or b) CO failure to notify the Contractor, by 120 days before the end of the current period of performance, that funds are available for subsequent years. Cancellation in any year of performance means canceling the requirements of all years after the year in which the cancellation occurs. See Clause 52.217-2.

C.2.7 CLINs AND FUNDING Services under this contract are funded by time and materials (T&M) Contract Line-Item Numbers CLINs:

· Labor CLINs shall include all labor, direct-hire or subcontracted staffing, fully burdened with indirect costs (including TDY travel) and profit.

· Other Direct Costs (ODCs) CLINs shall include per-diem (Erbil employees only) and all government directed training (not include in the position description).

· Government-directed: Training that is approved in writing by the COR or CO.

· Tax CLINs shall include all taxes paid to the GOI, and associated costs.

· Travel CLINs shall include R&R travel, USG-directed travel that is approved in writing by the COR or CO, and mob / de-mob.

· R&Rs are only for employees assigned to Iraq.

· R&R and mob / demob: Include only transportation (e.g. air, water, land) to and from the employee home of record. These costs shall be IAW Federal Travel Regulations (FTR) and FAR 31.205-46 (Travel Costs).

· Government-directed: Travel that is approved in writing by the COR or CO. Includes all allowable travel costs in accordance with Federal Travel Regulations (FTR) and FAR 31.205-46 (Travel Costs).

The prices and funding per CLIN for each year of performance are provided in Attachment 2. Upon execution of this contract, each CLIN will be partially or fully funded to the year one ceiling amounts, and the cancellation ceiling CLIN will be fully funded in accordance with the price in Attachment 2. The current amount funded on this contract at any given time, including the cancellation ceiling CLIN, represents the USG’s maximum payment obligation (see Clauses 52.216-24, 652.232-72, and 52.232-20). On or before the end of the current period of performance, funding shall be added to each CLIN for the respective following year of performance in accordance with Attachment 2.

The cancellation ceilings are: (1) Cancellation in year one - $500k; (2) cancellation in year two - $3750k; (3) cancellation in year three - $250k; (4) cancellation in year four - $125k; and (5) cancellation in year five - $0 (zero). The cancellation ceiling CLIN will be partially de-obligated each year to these amounts.

C.2.7.1 Travel All mobilization, demobilization, and temporary duty travel (e.g. essential / planned training) shall be included in the travel CLINs. Rest and recuperation (R&R) travel shall be included in the travel CLINs.

Unplanned or unanticipated government-directed training shall be submitted by the Contractor to the COR, requesting approval. Also, this travel may be reimbursable under the respective travel CLIN, IAW Section G Invoice Instructions and all other applicable terms and conditions.

Due to security concerns, Contractor personnel shall not fly into Baghdad International Airport (BIAP). For travel to BEC and BDSC Contractor personnel shall only fly into BDSC. Erbil staff may fly into Erbil.

The Government will provide flights as Government-furnished services, between BDSC and Queen Alia Airport in Amman, Jordan (three times/week).

For transportation from BDSC to places of performance in Iraq, and between places of performance in Iraq, Contractor personnel shall follow USG guidance in country and shall use USG - provided flights and ground transportation.

R&R is leave taken outside of Iraq and is only available to AN and TCN employees performing in Iraq. Paid time off in Iraq is not R&R. The Contractor shall offer R&R to each employee to be taken at least every 6 months. The employee may decline the R&R; this declination shall be in writing and retained by the Contractor and presented to the COR or the Embassy management upon demand. However, no employee shall exceed 12 months without an R&R. R&Rs shall not be taken more than 3 times per each employee’s contract year, and total number of days out of Iraq per year shall not exceed 45 calendar days.

C.2.8 MEETINGS, REPORTS AND DELIVERABLES

C.2.8.1 Monthly Meeting The Contractor shall conduct monthly meetings with the COR to review past efforts, upcoming activity, incidents, resolutions, or other information essential to the performance of this contract. These meetings shall be scheduled by the PM and COR or designee at dates and times to be determined.

C.2.8.2 Cost Reporting and Meeting The Contractor shall include the cost data in a quarterly report, including by CLIN: Cost variance illustrating over/under runs trending.

The Contractor shall conduct a monthly cost meeting with the USG, in coordination with the COR. Topics to be covered include current funded amount, payments to date, costs accrued but not paid, estimated costs to completion, and estimated costs at completion.

C.2.8.3 Meeting Agenda and Minutes The Contractor shall take meeting minutes, including topics not covered in the slides. Copies of meeting minutes shall be sent to the COR and other attendees within two business days after the meeting.

C.2.8.4 Schedule, Mobilization, Demobilization, and Transition Following award, transition, and reassignment of contractual responsibilities from the incumbent Contractor to the new Contractor shall require coordination and communication between parties. The Contractor shall provide a revised Transition Plan with actual dates, no later than three business days after award.

Transition Personnel shall be on site to facilitate the turnover process, become familiar with the locations of performance and the mission, and implement the Transition Plan.

The Demobilization Plan shall be submitted sixty calendar days after completion of the transition period.

The Demobilization Plan shall address the following, at a minimum:

· Final Asset and Inventory Transfer Plan - The plan shall identify transition of all resources to the USG;

· Turn-over of SOPs and records to the USG; and

· Staff demobilization schedule.

C.2.9 GOVERNMENT FURNISHED SERVICES

C.2.9.1 Office Space The USG will provide the Contractor with sufficient office space to conduct business at each location. Office space will be equipped with telephones and access to the Embassy’s telephone network. Computers with access to OpenNet connections will be provided to the Contactor for limited, specific tasks.

C.2.9.2 Customs and Immigrations Support The Embassy Logistics Management Center (LMC) shall provide support for obtaining contractor visas and Diplomatic Notes through the Government of Iraq.

C.2.9.4 Housing (Also see section H) Housing will be provided to AN and TCN Contractor personnel. Contractor bed space is limited as below:

Contractor Housing Availability

C.2.9.5 Meals Meals are provided to Contractor personnel at the BEC and BDSC. Erbil employees are entitled to Meals and Incidental Expenses (M&IE).

C.2.9.6 Access to Diplomatic Post Office (DPO) Facilities for Personal Mail All AN contractor personnel shall have access to DOS DPO facilities for personal use.

C.2.9.7 Other Access The Contractor personnel shall have access to the retail stores, Souks, food courts, gyms, and Morale, Welfare, and Recreation (MWR) facilities. They may participate in the events and celebrations held for the general populace.

C.3 CONTRACT MANAGEMENT

C.3.1 CONTINGENCY OPERATIONS

The Contractor shall plan to provide services at all times. This includes during emergency situations such as fires, environmental incidents, rescue operations, strikes, civil disturbances, pandemics, hostile actions, and natural disasters. There may be instances where the Contractor is directed to reduce services to only the essentials and/or reduce personnel at the place of performance in the short term or long term, in order to mitigate safety risks. Among other impacts, this may prevent the Contractor’s LN employees from reporting for work at the places of performance or prevent the Contractor’s American National (AN) or Third-Country National (TCN) employees from performing. Those instances shall be coordinated on a case-by-case basis with the COR, cognizant authority at the place of performance, and the CO. The Demobilization Plan, addressed later in this PWS, shall account for demobilizations that may occur as a result of these instances.

C.3.2 PERSONNEL DEPLOYMENT, STAFFING LEVELS, AND WORK HOURS

The Contractor shall follow Iraq Labor Laws and Chief of Mission (COM) guidance. Based on Iraq Labor Laws and COM guidance, the standard work week for ANs and Foreign Nationals (FNs) is fifty-five hours per week. Based on Iraq Labor Laws and COM guidance, the standard work week for Iraqi employees (Local Nationals or LNs) is forty-eight hours: eight hours per day and six days per week.

The currently employed staff have the “Right of First Refusal” of the Contractor’s individual employment offers. The details of the deployment of all personnel shall be included in the Transition Plan, which shall include deployment of the Contractor’s hiring authority, on-boarding timeline, and any other Human Resource (HR) activity, within 30 days of Notice to Proceed (NTP). NTP and approval of the hiring authority in the awardee’s proposal is provided by award of this contract. After transition, the Contractor shall maintain staffing at the levels in the Staffing Plan.

Within one day of NTP, the Contractor shall notify the COR and the CO that the Contractor has initiated the hiring of personnel for the CONTRACT and is proceeding with qualifying the personnel, to include required vetting and pre-deployment actions.

After the initial deployment period, when there are unexpected and/or unplanned vacancies (e.g. illness, injury, termination, resignation, etc.), the Contractor shall notify the CO and COR within 24 hours of the vacancy or learning of the impending vacancy. The Contractor shall appoint and identify to the CO and COR an interim or acting person, within 72 hours of the vacancy or formal resignation notice. In addition, the Contractor shall have a permanent qualified replacement at the place of performance within 90 days of the vacancy or formal resignation notice.

Notwithstanding the time allowance for backfilling unexpected and/or unplanned vacancies, the Contractor shall ensure that the requirements of this contract (while following limitations in this contract, such as work hours limitations) are fulfilled at all times after the scheduled date of initial deployment of all personnel.

The Contractor shall continue to meet service levels during expected and/or planned absences, such as Rest and Recuperation (R&R). This requires advance planning by the Contractor to ensure that the number of personnel on R&R is managed and the remaining personnel can cover the service levels required or the Contractor proposes a backfill plan for the positions during these absences.

The Contractor shall submit a daily personnel status and accountability report to the COR, based on the actual staffing level and using the format of the staffing plan attached to this CONTRACT. The Contractor shall separately be required to report daily accountability in a USG system at the place of performance.

C.3.3 QUALIFIED STAFF

The Contractor shall provide personnel who have the necessary qualifications, certifications, experience, and aptitude for the positions they shall occupy. Whenever practicable, the Contractor shall provide employees with training that is specific to the equipment and systems maintained at Post and in accordance with the manufacturer’s specifications.

C.3.3.1 Contractor Employees in Controlled Access Areas (CAA) Employees identified under this contract to work or perform duties in CAA locations shall possess an individual security clearance at the level specified in the position description prior to deployment to Post, as required for the area of work.

C.3.3.2 Contractor Employees Assigned to Non-CAA Portion of Contract The Contractor shall initiate Moderate Risk Public Trust (MRPT) investigations for all un-cleared American Contractors designated to deploy to country for this contract. The Contractor shall be advised of favorable interim or final MRPT results prior to submission of Letter of Authorization (LOA) prior to deployment to Iraq. MRPT results shall be forwarded to the Office of Diplomatic Security Industrial Security Division (DS/IS/IND) for certification to Regional Security Office (RSO). For American Contractor employees, who already possess a security clearance, proof of clearance (JPAS Person Summary) shall be provided to DS/IS/IND, who shall certify favorable investigative data to RSO. Contractors shall NOT be badged at Post unless the RSO has received notification of an active/current security clearance data from DS/IS/IND.

C.3.3.3 Government Right to Deny Access The USG reserves the right to deny access to Contractor employees, subcontractors, or agents at any time without cause for any security-related reasons. Personnel not meeting USG vetting processes shall be replaced by the Contractor at no additional cost to the USG.

C.3.3.4 Medical Clearances Contractor shall ensure that its employees are medically cleared in accordance with Section H and the Staff Medical Clearance Plan. The Contractor shall maintain these requirements for the duration of deployment. As noted in Section H, a medical examination and clearance will remain valid for 24 months.

During the quarterly performance management reviews (PMRs), the Contractor shall report aggregate data on employee medical clearances, to include numbers of employees that have valid and expired medical examinations/clearances, including those that will be expiring within 30/60/90 days and the schedule/plan for renewals.

C.3.3.5 Consecutive Hour Limitation The Contractor shall limit personnel performing operations to no more than twelve (12) consecutive hours of operations in one day, or six (6) consecutive days in one week, unless emergency or unsafe conditions exist. Exceptions to this requirement shall be approved by the COR in advance unless circumstances permit notification only after the occurrence.

C.3.4 PERSONNEL RECORDS

The Contractor shall maintain accurate records on personnel, issuance of property/equipment, employees’ time, training, certifications, licenses. The Contractor shall have a written instruction for Personal Identifiable Information (PII), provided in the Personnel Policy Handbook. PII shall be properly controlled to limit access and distribution to only those who need to know.

C.3.5 TRAINING

The Contractor is expected to provide fully trained personnel at all times. The cost of all training and re-certifications of deployed staff shall be included in the Labor CLIN.

C.3.6 PERSONNEL POLICY HANDBOOK

The Contractor shall provide a Personnel Policy Handbook (in the native language of the employee), including the company code of conduct and the ethics standards, to their project staffs no later than ten calendar days after date of hire. The Contractor shall submit the Personnel Policy Handbook to the COR thirty days after CONTRACT award.

C.3.6.1 Non-Contract Work Technical and administrative personnel hired to support this services contract cannot be used for work or business activities not related to this contract during his or her normal work week or while working on USG property. Any facilities within the Embassy compound shall be for the sole use of executing this contract and cannot be used for other business interests or activities the Contractor is pursuing outside this contract.

C.3.6.2 Communications The Contractor shall ensure effective communications throughout its staff and with Post Management. The Contractor shall ensure constant cell phone coverage and responses for essential management and staff.

C.3.6.3 U.S. Government Sanctions The Contractor shall follow all USG sanctions. This includes financial sanctions implemented by the Department of Treasury which is publicly available on the Treasury website. These sanctions include prohibitions against hiring personnel from certain countries, subcontracting with companies from certain countries, and shipping restrictions through certain countries. These sanctions shall be strictly adhered to.

C.3.7 SECURITY AND ACCESS PROCEDURES

C.3.7.1 Clearance Requirements Security procedures are provided on DD Form 254, and in accordance with 12 FAM 540. In addition, the following security related issues shall be considered:

C.3.7.1.1 Access Areas There are two types of areas Contractor employees are allowed to access Controlled Access Area (CAA) Space and Non-CAA Space.

1. CAA Space - U.S. Citizens with Secret or Top-Secret clearance, approved Visitor Access Request (VAR) on file with DS/IS/IND shall be recognized by the RSO with an appropriate badge and are commonly known as cleared Americans. Cleared Americans are allowed unescorted access in the CAA space. Un-cleared Americans, TCNs, and LNs are allowed access in the CAA space only when escorted by a cleared American. The escort ratio of cleared to un-cleared personnel in CAA space is 1:2 and the ratio for construction/repair/maintenance workers while inside CAA space is 1:1. Prior to accessing any CAA spaces, the cleared American shall check the space to ensure no classified information is present for viewing. The cleared American is also responsible for the activities of the TCNs and LNs and shall always maintain visual contact.

2. Non-CAA Space - Cleared Americans, along with TCNs and LNs who have approval (blue or yellow badges) from RSO are allowed unescorted access within the non-CAA spaces. These personnel received security vetting, whether that is a security clearance MRPT, or Security Certificate. Un-cleared TCNs and LNs, whether or not they are going through the vetting process, may be allowed escorted access in the non-CAA spaces. Specialty Contractors with no clearance, MRPT, or Security Certificate shall require escorts by personnel with escort authority. Red badge holders shall be escorted at all times while on COM properties by a blue or yellow badge holder with escort authority. Escorts shall adhere to the following escort ratios:

· Chancery/Annex II = 1:2;

· Inside all other facilities = 1:4; and

· Outside and the Dining Facility (DFAC) = 1:8.

C.3.7.1.2 Sensitive Areas Residential and security spaces to include the individual Chief of Mission Residence (CMR), Deputy Chief of Mission Residence (DCMR), Staff Diplomatic Apartments (SDAs), Marine Security Guard Quarters (MSGQ), Consulate General (CG) residences, airfields, and Compound Access Controls (CACs) are considered sensitive areas that require coordination for access well in advance‒NLT four (4) calendar days prior to the scheduled repair or service. However, emergency and urgent service calls, and repairs shall be addressed immediately as coordinated with the FM and COR. Escort by authorized personnel or a cleared American may also be required.

C.3.7.2 Changes in Access Procedures The USG reserves the right to change access procedures or deny access to specific individuals based upon changes in security conditions or suitability of the individual. Contractor employees working at Union III shall not be allowed access to the BEC and/or BDSC for the purpose of providing services under this CONTRACT unless specifically approved by the COR on a case-by-case basis. All services on Union III are to be performed by personnel living and working at Union III.

C.3.7.3 SECURE PROCUREMENT

The Contractor with a security clearance shall have full access to the DOS OpenNet and ClassNet and shall use USG -provided secure procurement systems, such as Secure Integrated Logistics Management System (SILMS) to perform secure procurement, as approved by the USG.

C.3.7.4 SECURE SHIPMENTS

In the limited circumstances where the Contractor may perform secure procurement outside of the USG provided systems, the Contractor shall follow DOS security standards for shipment of secure parts, tools, and materials for use in CAA areas. These procurements shall be included in the CR CLINs. The RSO shall assist in decertification of secure shipping containers. The USG may allow the Contractor to use diplomatic pouch for small secure official shipments in unusual circumstances as approved by the CO through the COR. The Contractor shall utilize only Consolidated Receiving/Shipping Points (CRPs) approved by the Bureau of Diplomatic Security for all secure shipments to Post.

C.3.7.5 SECURE STORAGE

Storage of secured materials shall be in CAA or other secure storage areas specified by the RSO, FM, and COR. Space to temporarily store secure containers shall be provided by the USG inside the contract work site but the Contractor shall move the material to permanent secure storage as soon as that space becomes available or as directed by the RSO, FM, or COR.

Contractor personnel assigned to this contract shall possess either a Secret security clearance or MRPT certification prior to contract performance. Contractor staff assigned to work in the CAA shall require a Secret security clearance. Clearance and MRPT requirements for other positions shall be noted within specific CLIN descriptions.

C.4 LABOR CATEGORIES

PROJECT ADMINISTRATOR / PROJECT MANAGER

Position Description Provide support to the Embassy Information Management Officer (IMO) in executing project management processes. Assist in time tracking, project plan administration, and information analysis for management reporting. Provide support to project team members and facilitate project communication to enhance supported systems. Administer, develop, deliver, and support IT systems and services on an ad hoc basis. Manage human resource issues with contract personnel, including visa and passport issuance, overtime, leave requests, training, medical, and disciplinary issues. Meet weekly with the GTM/COR and the Information Management Officer (IMO), providing a full status report on contract staffing, metrics and performance, staffing, and any management issues. Provide logistical support for the tracking and annual inventory of technology equipment recorded in the Department of States designated property management system. Ensure proper documentation and filing of all inventory forms.

Bachelor’s degree in Management. In lieu of degree, a high school diploma and 10+ years of Project Management experience.

PMP certification desired but not required.

Experience with procurement processes.

Excellent administrative skills.

Excellent Word, Excel and Outlook skills.

Project /Practice Management Manages the day-to-day operational and tactical aspects of multiple or large scale projects;

Oversees managers working on client engagements within business area;

Reviews high-level deliverables across projects;

Implements engagement review and quality assurance procedures in accordance with client and company methodology to ensure profitable and successful execution of contract as measured by deliverables and customer satisfaction;

Minimizes our exposure and risk across multiple projects;

Manages scope and mitigates risk across projects.

Project Accounting Determines appropriate revenue recognition, ensures accurate invoicing, and monitors receivables for all projects under his/her direction;

Integrates financial data for multiple projects;

Analyzes profitability, revenue, margins, bill rates and utilization across projects;

Addresses elevated billing issues when they arise.

Financial Management Manages to and achieves revenue goals set for projects;

Accurately forecasts revenue, profitability, margins, bill rates and utilization across projects;

Sets expectations upward regarding revenue and profitability projections.

Communication Serves as key participant in team and client meetings;

Confronts issues openly and quickly;

Effectively communicates relevant project information to superiors;

Tactfully communicates sensitive information;

Handles difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual. Documents personnel issues/situations accordingly.

Technical Understanding Assists in the evaluation and redesign of business offerings to the market;

Possesses a thorough understanding of our service offerings, technical preferences, and technical direction.

Leadership Challenges others to develop as leaders while clarifying roles and responsibilities;

Pursues excellence in all aspects of business;

Possesses the expert knowledge to identify opportunities for change and the ability to convey the need for change;

Builds expert knowledge in our industry and conveys knowledge to others.

Teamwork Evokes creative and innovative thinking from team members while helping them to bring their ideas and career plans to fruition.

Helps to determine new, creative ways to employ teams on projects and distribute responsibilities;

Works across practice to share lessons learned and best practices.

Client Management Manages day-to-day client interaction and expectations for multiple OR large-scale projects;

Anticipates clients’ needs and proposes alternative business solutions;

Continually seeks and capitalizes upon opportunities to increase customer satisfaction and deepen client relationships;

Possesses a knowledge base of each client's business, organization and objectives.

Team Development Reviews evaluations within business area for consistency;

Mentors managers through formal channels;

Assesses training needs and selects training tools for team members;

Manages the development of project teams by ensuring that project tasks are in line with each team member's career interests;

Address and resolve interoffice conflict and performance issues with contracting staff.

Internal Operations Easily recognizes areas for internal improvement and develops plans for implementation within assigned areas;

Lends expertise to internal teams;

Reviews the status reports of team members across projects and addresses issues as appropriate;

Complies with and enforces standard policies and procedures.

Education Bachelor’s degree or High School Diploma with 10 years related work experience in lieu of education Project Management Professional (PMP) or Information Technology Infrastructure Library (ITIL v3) Foundation certified or equivalent;

English speaking

Clearance Level Required: Top Secret clearance with eligibility for access to Sensitive Compartmented Information (SCI)

SYSTEMS ADMINISTRATOR – Information Management Specialist Position Description (BEC, BDSC, Erbil) The Systems Administrator provides expert-level support for unclassified and classified systems. Generally responsible for all aspects of an enterprise network including mobile devices (mobile phones, tablets, and laptops), workstations, servers, network switches, routers, encryptors, cabling, and microwave dishes. The Systems Administrator travels to off-site locations as needed to support special projects or cover staffing gaps. Specific responsibilities may vary by location.

The Systems Administrator is responsible for testing, installing, configuring, maintaining, optimizing and upgrading various aspects of an enterprise network, including but not limited to: hardware (mobile devices, thin clients, workstations, servers, hubs, bridges, switches, routers and encryption devices), software (operating systems, enterprise configuration management, and analysis), and services (wired and wireless networks, leased circuits, and extranets) to support Wide Area Networks (WAN), Metropolitan Area Networks (MAN) and Local Area Networks (LANs).

The Systems Administrator is also responsible for: analyzing and defining network requirements; documenting and maintaining basic network architecture; network workload monitoring capacity and performance; diagnosing and resolving network issues; developing network backup and recovery procedures; and applying and ensuring rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services.

The Systems Administrator is familiar with enterprise class IT solutions such as Microsoft (MS) Active Directory, MS Windows Server 2012/2016/2019, MS Exchange Online, MS Systems Center Configuration Manager (SCCM) 2012, as well as solutions from other vendors for data management, virtualization, consolidation, performance tuning, capacity planning, and backup and recovery (NetApp, Avamar). Common tasks include: image workstations via image server, build images for the image server, verify security settings, and create scripts for automation; modify Active Directory settings and policies while ensuring security standards are maintained; manage and build Structured Query Language (SQL) databases; install, maintain, patch, troubleshoot, test, and document system and network hardware on the local networks; support customer requirements for migration to and troubleshooting of cloud based applications, data, and email; monitor network performance, troubleshoot core switches and routers, and configure and secure new network devices; install infrastructure as required.

The Systems Administrator may serve as the primary point of contact for: issuing, repairing, and refurbishing mobile devices; fulfilling user support requests; setting up and supporting multimedia presentations; and setting up and supporting audio and video conferencing. These duties may be performed in person or via remote support while staffing the Information Management Office (IMO) Help Desk in Controlled Access Area (CAA) and non-CAA facilities. A high level of customer support is required for customers who need advice, assistance, and training. A high level of interpersonal skill is required to liaise between customer needs and higher tiers of internal technical support within Mission Iraq and at other Department of State locations. Must provide on-site “smart hands” support and data gathering for remote technicians from various backgrounds that may not align with traditional IT support (Radio, Telephone, etc.).

If a major systems outage or recurring problem impacts customers, the Systems Administrator works with other IMO team members to identify and troubleshoot the problem and communicate updates about likely resolution times to the Mission community. All requests for assistance and their resulting status updates and eventual resolutions are logged by the Systems Administrator for trend analysis.

POSITION REQUIREMENTS/KNOWLEDGE REQUIRED

Minimum Associates degree in Information Technology (IT) related field and two years’ experience in systems administration – OR – four years’ experience in systems administration is required. Microsoft Certified Systems Administrator (MCSA Windows Server 2016), Engineer (MCSE Core Infrastructure) or equivalent may be considered in lieu of the Associates degree.

Cisco Certified Network Associate (CCNA), CompTIA Network+, or similar networking certification is required.

CompTIA Security+ certification or similar is required.

CompTIA Cloud+ certification (or equivalent or higher) is desired.

CompTIA A+ certification (or equivalent or higher) is desired.

Requires a highly skilled individual, versatile in administering and installing client workstations (PC), servers, and data networks.

Experience with Microsoft products including Server 2016, Exchange Online, Active Directory, Windows 10, and Office 365.

Familiarity with Linux, Splunk, NetApps, Cisco Prime, VMware, or other common off-the-shelf (COTS) applications related to system and network management.

Able to support configuration and maintenance of all DOS-approved operating systems.

Create and maintain standard operating procedures for common systems tasks Previous Help Desk or Customer Support experience required.

Clearance Level Required: Top Secret clearance with eligibility for access to Sensitive Compartmented Information (SCI) and/or Cryptographic Access

SYSTEMS ADMINISTRATOR- (DTS-PO)

Provides expert-level support for Enterprise servers, and related networked systems. The Systems Administrator (DTS-PO) is responsible for maintaining all aspects of an enterprise server network and ensuring that mission-critical resources are always available. The Systems Administrator (DTS-PO) serves as principal technical point of contact between BDSC, DTS-PO and customers.

Position Requirements/Knowledge Requirements Bachelor’s Degree with a minimum of 5 years’ experience or 13 years job related experience in lieu of education. Experience to include:

Excellent communication and customer skills (both verbal and written).

Provides expert-level support for Enterprise servers, and related networked systems.

Responsible for maintaining all aspects of an enterprise server network and ensuring that mission-critical resources are always available.

Serves as principal technical point of contact between BDSC, DTS-PO and customers.

Serve as lead engineer for DTS-PO ONYX Unified Global Transport (UGT) network.

Serve as lead engineer for DTS-PO SC-11 Satellite system.

Manage, Install, Maintain, and troubleshoot DTS-PO Network appliances (i.e., Routers, Switches, Firewall, IVG, NMS, SAT Modems, etc.) located at BDSC’s Transmission Control Facility (TCF).

Perform feasibility studies and/or surveys in order to modify information systems to meet user network and/or telecommunication requirements.

Previous Help Desk experience.

Installing and maintaining SharePoint servers.

Installing and maintaining Microsoft SQL servers.

CompTIA Security + or equivalent required CompTIA A+ certification desired but not required.

Microsoft certification desired but not required.

Knowledge of Storage Area Networks (SANs) Knowledge of common hardware troubleshooting skills.

Knowledge of common operating systems tasks.

Knowledge of standard operating procedures for common systems tasks.

Knowledge of Installation and support for common off-the-shelf (COTS) applications.

Ability to travel as required.

Serve as principal technical point of contact between BDSC and DTSPO, and customers.

Open/Close Remedy Incident Tickets for DTS Network.

Serve as lead engineer for DTS-PO ONYX Unified Global Transport (UGT) network.

Serve as lead engineer for DTS-PO SC-11 Satellite system.

Open, Service, and Close DOS myServices tickets for IRM IT Services.

Manage, Install, Maintain, and troubleshoot DTS-PO Network appliances (i.e., Routers, Switches, Firewall, IVG, NMS, SAT Modems, etc.) located at BDSC’s Transmission Control Facility (TCF).

Manage all DTS-PO Network fiber optic and copper cabling infrastructure links.

Perform Preventive Maintenance for all DTS-PO equipment and system rooms.

Complete annual DTS-PO Network Equipment Inventory.

Service, Send, Receive DTS-PO IT Equipment via Un-class/Class pouch.

Perform feasibility studies and/or surveys in order to modify information systems to meet user network and/or telecommunication requirements.

Develop and document standard operating procedures.

Resolve hardware software interface and interoperability problems.

Maintains all aspects of an enterprise network including workstations and servers.

Ensures mission-critical resources are always available when needed.

Performs installation of new workstations.

Demonstrates problem resolution with but not limited to: printer jams, mailbox transfer, equipment installation, system errors, system outages, etc.

Works in conjunction with Systems Administrator WAN/LAN, Applications Manager, and the Network Engineer to identify and troubleshoot major system outages that cause recurring problems that may impact users.

Performs trend analyses when necessary.

Travels to off-site locations to install and maintain equipment, troubleshoot connectivity issues, and support the incumbent for special projects.

Supports and maintains classified workstations, servers, and support of radio and telephone equipment.

Clearance Level Required: Top Secret clearance with eligibility for access to SCI

NETWORK ENGINEER (BEC and Erbil)

The Network Engineer provides expert-level support for the Department of State network infrastructure. Specific responsibilities vary by location, but in general, are responsible for maintaining all aspects of an enterprise network, ensuring that mission-critical resources are always available when needed. Responsible for maintaining the local area network and ensuring the network remains available, as well as ensuring the wide area network connections remain available. Designs, installs, maintains, patches, troubleshoots, tests, and documents system and network hardware (Avaya, Cisco, Juniper, and Palo Alto) on the local and wide area networks. Monitor network performance, troubleshoot core Cisco switches and routers, and configure and secure new network devices. Ensure workstations and servers can communicate across network paths and that the network maintains a high level of survivability. Analyze network performance, optimize equipment, and review configuration changes. Install and inspect infrastructure and replace end-of-life wiring and equipment. Ensure network equipment is patched, updated, and backed up as needed. Thoroughly document network layout and validate through network operation centers. Develop and documents standard operating procedures, network layout documentation, and key contacts list for support staff.

Position Requirements/Knowledge Required Bachelor’s degree Network Engineering with a minimum 5 years related or 13 years network engineering related experience in lieu of education.

Certification in Cisco CCNA, CCNA Security, CCNP certification or equivalent.

Network+ certification (or equivalent or higher) is required.

Security+ certification (or equivalent or higher) is required.

BICSI Installer is desired but not required.

Experience with Cisco and Palo Alto devices.

Experience with Prime, TACAS, ISE, Solar Winds, and VSS.

Familiarity with Visio for documenting networks is desired.

The Contractor's IT Specialist (Network Engineer) shall perform the following tasks:

Plan the installation of new Local Area Networks (LANs) and complex modifications or extensions to existing ones.

Recommend installation of new or modified data…