Attach 12-Task 10 AMA Academy Support updated 9.12.2022 Final gb.pdf

Information Technology Support Services (ITSS)

Task Statement of Work

(TSOW 10)

FAA Academy Regulatory Standards Division

Enterprise Services Center

6500 South MacArthur Boulevard Oklahoma City, OK 73125

12 September 2022

Table of Contents

1.0 Introduction and Overview

2.0 Background and Objectives

3.0 Definitions/Acronyms

4.0 Description of Work

5.0 Technical Service Requirements

5.1 Requirements

5.2 Task Assignments

5.3 Task Performance

6.0 Deliverables and Inspection/Acceptance

7.0 Skills Requirements

7.1 Applicable Labor Category

5.2 Qualifications

5.2 Skills Standards

8.0 Place of Performance

9.0 Work Schedule

10.0 Training and Meetings

11.0 Travel

11.1 Travel Guidelines

11.2 Travel Reimbursement

12.0 Privacy and Security Requirements

13.0 Government Furnished Property and Services

Task Statement of Work (TSOW) Office/Training Automation Technical Services

Regulatory Standards Division (AMA-200)

Task Reference: TSOW 10 Type: Labor Hour (T&M)

1.0 Introduction and Overview

The Federal Aviation Administration (FAA) Academy’s Regulatory Standards Division’s (AMA-200) primary mission is to train the best Aviation Safety Inspectors, Engineers and Flight Test Pilots to meet the demands of a complex aviation safety environment. AMA-200 provides safety training in the fields of flight procedures, avionics, aircraft and part design approval, aircraft and aircraft component certification and airworthiness, approval and oversight of aircraft and component manufacturers and repair stations, and air carrier and general aviation operations certification and oversight. AMA-200 also trains safety personnel on certification or appointment of airmen, and designees who act on behalf of FAA Aviation Safety Personnel, and on the oversight of each.

2.0 Background and Objectives:

The Regulatory Standards Division (AMA-200) provides technical training for the Aviation Safety (AVS) lines of business. AMA-200 conducts approximately 550+ classes per fiscal year for approximately 110+ AMA-200 managed courses. In support of the training, the AMA-200 organization requires technical services that include data processing, system design, programming, implementation, and system support. Required technical support involves, but is not limited to, 30 classrooms and over 50 employee workstations with approximately:

2.1 A total of 135+ laptops, 300 desktops and 400-500 VDI zero/thin clients, within the AMA-200 training/classroom and office environment. This includes all machines, even systems not connected to the network.

2.2 60 servers (physical and virtual), these include hardware servers.

2.3 1 Dell Unity Storage Area Network (SAN) storage array.

2.4 10 administrative desktops and tablets, this includes computers that are used to support administrative functions such as card readers (door maintenance formatting) and conference room computers.

2.5 100 mobile devices (100 ipads), including all mobile technology

2.6 80 Stanley electronic door locks (80 units)

2.7 3 Flight Training Devices (FTDs), this includes 1 Frasca Mustang (Cessna 510) and 2

Frasca Barons

2.8 5 Video TeleConferencing Units (VTC) – 5 Tandberg Units

2.9 Deleted

2.10 5 HyperConverged VMWare VDI Infrastructure Chassis

3.0 Definitions/Acronyms

AIT Office of Information and Technology AMA FAA Academy ATOS Air Transportation Oversight System AVS Aviation Safety CMIS Contract Management Information System CO Contracting Officer (Refers only to a FAA position) COR Contracting Officer’s Representative (Refers only to a FAA position) DIN Designee Information Network DOT Department of Transportation eFSAS Enhanced Flight Standards Automation System ESX VMWare Host FAA Federal Aviation Administration FTD Flight Training Device FTR Federal Travel Regulation GFP Government Furnished Property I/O Input/output IP Internet Protocol IT Information Technology NCED National Center for Employee Development (United States Postal Service) PIV Personal Identity Verification QMS Quality Management System SAN Storage Area Network SAS Safety Assurance System SPAS Safety Performance Analysis System VDI Virtual Desktop Infrastructure VMWare VMWare Operating System VTC Video TeleConferencing WebOPSS Web-Based Operations Safety System

4.0 Description of Work

Contractor technical services must be provided for the installation, implementation, operation, and maintenance of AMA-200 workstations, VDI terminals, notebooks, mobile devices, audio visual systems, Flight Training Devices, and Server(s) including associated hardware, operating system software, and mass storage. Contractor technical services, in conjunction with AMA-200 employees, will be provided to support other Academy organizations, on an occasional as-needed basis. The contractor support must provide the ongoing technical support for existing servers and peripherals. Technical services performed must be managed by planning, organizing, executing and maintaining the specified tasks. The contractor must be responsive to fluctuating priorities based on the nature of information technology (IT) needs. The contractor must perform all tasks necessary to ensure performance is provided to meet training schedules and requirements. The contractor must perform troubleshooting tasks in the classroom immediately for classes that are in progress. The contractor must follow the FAA Academy and AMA-200 Quality Management System (QMS) guidelines as specified by FAA in support of all work accomplished within this contract. The contractor must also adhere to the current AIT/AVS standard client image requirements on all computer equipment as specified by the FAA, as well as emerging AIT/AVS standard client image requirements. Contractor support assigned to this task must enter all charged time in a Contract Management Information System (CMIS). This system is used by the organization to help more accurately assess the amount of time spent in support of AMA-200 requirements.

5.0 Technical Service Requirements

5.1 Requirements

The contractor provides well qualified contractor staff to provide the level of support required to perform task requirements including ongoing technical support of existing servers, Government furnished computers and peripherals; resolution of problems encountered in the operation of hardware and software; system security services; and maintenance/installation of Government furnished computers in the classroom/training/office environment.

5.2 Task Assignments

To accomplish mission requirements of AMA-200 and other Academy organizations, contract employees in conjunction with AMA-200 employees are responsible for ongoing technical support of existing servers, Government furnished computers and peripherals. As requirements generate, contract employees must respond to troubleshooting requests. Technical services are performed as specified by AMA-200 through coordination with the COR and Task Lead.

5.3 Task Performance

The specific tasks will overlap and be running concurrently. The tasks are not in priority order.

Task performance includes, but is not limited to:

5.3.1 Support of Government furnished computers in the classroom/training/office environment. Support is distributed among classrooms, mobile devices, windows file servers, VMWare ESX servers and VMWare Horizon Environment. Installation of new computers on an as needed basis or in accordance with established schedules.

Maintenance of existing computers so they are operationally functional on a daily/weekly basis. Update software, etc. on classroom computers in between scheduled classes. Includes, but not limited to, management/configuration of the following:

A. Server/Infrastructure Components

• Microsoft Windows Servers (physical or virtual)

• Microsoft SQL Database Servers

• VMWare ESX Servers

• Dell Unity Storage Area Networks (SAN)

• VDI VMWare Horizon View Hosts/Environment

• Dell/Avamar Back-up Software

B. Classroom Environment

• Microsoft Windows Workstations and Notebooks

• Virtual (VDI) Workstations

• Network Printers/Scanners

• Visual Display Systems

• Smartboard Classroom Management Systems

• Classroom computer imaging in compliance with current FAA standards

• Paperless Courseware Initiative

• Electronically-controlled, motorized desks

C. Office Environment

• Microsoft Windows Workstations, Notebooks and related equipment

• Virtual (VDI) Workstations

• Office/laptop computer imaging in compliance with current classroom/FAA standards

• Division/Branch printers/scanners

D. Mobile Technology

• iPad/IOS Devices

• Android Tablets

• Windows Tablets

E. Flight Training Device (FTD)

• Frasca Training Devices

• Advanced Aviation Training Devices

F. Other

• Stanley Electronic Door Locks

• Wireless Client

• Digital signage system

• VTC and IP phones

5.3.2 Provide application support to include, but not limited to, standard suite of office applications, such as Microsoft Office Suite (Word, Excel, Outlook, OneNote, Powerpoint, etc.), Adobe Reader/Pro, classroom testing software, etc.

5.3.3 Provide application support for FAA specific applications to include, but not limited to SPAS, ATOS, WebOPSS, SAS, eFSAS, DIN, AirWatch/Apple Configuator, etc.

5.3.4 Support classroom/office computers with multiple functions including, but not limited to, install patches, enable sound cards, map drives, and printers, upgrades, reimage and reinstall, uninstall outdated software, install links to new webserver, reset databases, PIV software support and apply software/security updates.

5.3.5 Provide troubleshooting support within technical knowledge and AMA-200 automated program access levels in compliance with AMA-200 schedules.

Troubleshooting support may be required in any aspect of AMA-200 operations, such as in the classroom, office environment, FTD, etc. AMA-200 expects responses to troubleshooting requests be immediate for classes in progress, no later than 4 hours for classes scheduled to start within 24 hours, and within 48 hours for all others. Response to troubleshooting issues that require support include, but are not limited to:

a. Any issues/problems related to computers and software that are not working properly in the classroom/training/office environment within AMA-200;

b. Problems with the performance of the FTDs;

c. Broken equipment repair or replacement;

d. Restoration of computers to original operation after virus attack;

e. Student login issue;

f. Door lock malfunctioning;

g. Classroom database reset.

5.3.6 Provide System Security services, following FAA and industry-standard system security principles.

5.3.7 Support the setup and configuration of new training/classroom environments in compliance with FAA standards.

5.3.8 Assists with moving computer equipment and property in support of the classroom/training/office environment.

6.0 Deliverables and Inspection/Acceptance

6.1 Documentation of each hardware and software installation, modification, enhancement, upgrade, and any problems encountered on a monthly basis (CDRLA003 - Monthly Status and Invoice Report (Task Level).

6.2 Operationally functional hardware and software in accordance with current FAA requirements as defined by AMA-200.

6.3 New computers installed and existing computers maintained.

6.4 Identifies the source when troubleshooting, takes ownership and follows through to resolution of issue.

6.5 Responds to an average of 200 trouble calls per month. AMA-200 expects responses to troubleshooting requests be immediate for classes in progress, no later than 4 hours for classes scheduled to start within 24 hours, and within 48 hours for all others.

6.6 Operationally functional training systems in accordance with current FAA requirements as defined by AMA-200.

6.7 Install Microsoft and other security updates. Ensures devices meet FAA and industry-standard system security requirements.

6.8 Monitors and responds to network security events as reported by system event logs or network security personnel.

6.9 Provides classroom set-up and functional computers in accordance with current standards and configured to classroom environment requirements.

6.10 Deliverables will be inspected by AMA-200 employees in coordination with the COR on a routine basis as tasks are completed. Successful completion of tasks must be verified by testing the appropriate server or computer equipment or inspecting the accomplished tasks. Monthly status reports will be reviewed for compliance with the SOW and any potential problems.

7.0 Skills Requirements

7.1 Applicable Labor Category

Office Automation Specialist – Level IV

Position Description: Designs local area networks for servers and Government furnished computers for office settings. Performs installation as required by the manufacturer, configuration management, and ensures all systems perform as ordered. Provides detailed assistance in maintenance, administration, and operation of servers and Government furnished computer software. Performs detailed comparisons of various office automation approaches. Provides management with status of projects, problems or other outstanding project related issues. Establishes and maintains local area network security.

7.2 Qualifications

Contractor employees must have the knowledge, skills, and certifications necessary to perform the required services in the task. In furtherance of Time and Material taskings, the contractor must furnish proof of employee’s qualifications via resumes or written certification, which is subject to review and concurrence by the Government. Contractor employees not meeting minimum qualifications must not be considered prior to completing the requirements unless a waiver is granted by the COR and CO. The Government reserves the right to restrict access or work under tasks issued hereunder to United States citizens only where it is determined to in the best interest of the Government.

7.3 Skills Standards

Contractor provides quality, reliable, knowledgeable employees, which have the correct skill sets, and capabilities including, but not limited to, the following:

At least seven years progressive experience in IT systems analysis, programming, or office automation is required. At least three years must be intensive and progressive experience in office automation;

A Bachelor’s degree in computer science, information systems, or other related discipline is highly desired;

Working knowledge, solid understanding and ability to perform the requirements of this TSOW;

Working knowledge of system administration tools, tasks and processes to administer Windows Workstations, Windows Servers, VMWare Host Environments, VMWare VDI Workstations, Apple/IOS Devices, etc.;

Ability to edit files, issue commands, find users’ home directories, navigate through the file system, and use I/O redirection;

Fundamental understanding of an operating system;

Familiarity with networked/distributed computing environment concepts;

Ability to write scripts in some administrative language;

Ability to solve problems quickly and automate processes;

Strong interpersonal and communication skills;

Self-motivation is mandatory;

Ability to observe or detect a task or issue and handle it without being prompted;

Independent problem-solving skills, self-direction;

Customer-service oriented;

Works in “team” environment and provides assistance and guidance to fellow team members, promptly and willingly;

Ability to lift/carry equipment up to 50 pounds.

8.0 Place of Performance

Tasks must be performed on site at the following government installation:

DOT/FAA Mike Monroney Aeronautical Center (MMAC) FAA Academy

AMA-200

6500 S. MacArthur Blvd.

Oklahoma City, Oklahoma 73169

9.0 Work Schedule

The contract support must provide normal work for an 8-hour work day between the hours of 6 am and 6 pm Monday through Friday. Peak workload hours are between 7 am and 9 am.

Temporary shift changes may be necessary to accommodate unusual workload and/or schedules.

The contractor support will be notified one week prior to any shift change, when possible.

AMA-200 and/or the AMA organization being represented by the contractor will determine when critical requirements necessitate shift changes. The contractor task lead must ensure adequate resource coverage each business day. The government reserves the rights to set specific work schedules.

Premium hours must only be worked when absolutely necessary to meet work requirements and only when approved in advance by the CO or the COR. In the event such activity is required by AMA-200, the contractor will be authorized by the CO, and will be provided as much advance notice of the requirement as practicable.

Teleworking at an alternate worksite will only be allowed when determined to be in the best interest of the Government and when necessary to meet work requirements. The contractor must follow the FAA teleworking program guidelines. An approved telework agreement must be in place before any telework activities are approved. Telework requirements may include completion of special projects/emergency situations approved in advance by the COR. Telework is not to be used for any purposes other than the specified official tasks. Telework is not intended to serve as a mechanism to provide child or elder care services at home, or to perform any other activities unrelated to authorized duties.

10.0 Training and Meetings

In addition to PWS 2.12, for this task, contractor personnel assigned to this task may be required to attend functions such as seminars, conferences, workshops, educational courses, and training unique to the Agency or directed/mandated by the Government/Agency. The requirement to attend said functions must be approved by the COR, and authorized by the CO and may include activities such as attendance at a conference to give a technical presentation, attendance at meetings to obtain information necessary to perform tasks included in the TSOW, or to present information obtained in performing a task-related function.

11.0 Privacy and Security Requirements

Contractors must meet personnel security/suitability sensitivity levels commensurate with their position sensitivity level and are subject to personnel investigation requirements (e.g., FAA Order 1600.1E & 1600.73). Contractors will be required to sign a Rules of Behavior statement pertaining to system administrator role. Content of all data the contractor works with and results are assumed to be privacy data and will be held confidential.

12.0 Government Furnished Property and Services

12.1 The FAA will provide a contractor access to its facilities during normal duty hours (Monday-Friday, 6 am – 6 pm) at no cost to perform the work defined in this TSOW. The contractor’s use of these facilities must be directly associated with the task accomplishment.

12.2 Contractor support assigned to this task will have access to all documentation, software, and technical material required in the performance of this task.

12.3 Reference PWS 6.3 for Government Furnished Property (GFP) consideration.