Attach 4. draft_DS_EX_CTO ITOD SOW_02.23.2026.pdf

DRAFT

DS/EX/CTO ITOD Statement of Work

STATEMENT OF WORK

For

Enterprise Services To

Bureau of Diplomatic Security Office of the Chief Technology Officer Integrated Technology and Operations Division (ITOD) Contract Operations

Support

Enterprise Services, ##AQMM##A###, PoP

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Table of Contents

1.0 Background

2.0 Purpose and Objective

3.0 Scope of Work

3.1 Operations Service Support

3.1.1 Service Desk and Application Support

3.1.2 Deskside and Systems Operations

3.1.3 Annex Support

3.1.4 Mobile Support

3.1.5 Training Site Management (FASTC)

3.1.6 Planning, Analysis, and Self-Help Support

3.1.7 Reporting and Documentation

3.2 Task Area Operations

3.2.1 Data Network Services

3.2.2 Cloud Migration and Operations [MOVE TO 3.1 Section as its own under Operations Support]

3.2.3 DevSecOps Platform Support

3.2.4 Firewall and Perimeter Device Management

3.2.5 Data Analytics and Reporting

3.2.6 Operation Network Services

3.2.7 Infrastructure Monitoring and Maintenance

3.3 Enterprise Application Services

3.3.1 Special Support Services

3.3.2 Systems Administration and Asset Management

3.3.3 Systems Engineering and Integration

3.3.4 Operational Engineering Support

3.3.5 Catalog Procurement Services

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3.3.6 Exception Requests Services

3.3.7 Enterprise Data Management and Collection

3.3.8 Operational Support

3.4 Network Engineering

3.4.1 Network Engineering and Security Compliance

3.4.2 Regional Field Technology (RFT) Support

3.4.3 Change and Release Management

3.4.4 Operational Monitoring and Reporting

3.5 ITOD Operational Program Management

3.5.1 Audio Visual and VTC Support

3.5.2 IT Asset Lifecycle Management

3.5.3 IT Lifecycle and Operations Management

3.5.4 Program and Project Management

3.5.5 Cross-Functional and Strategic Support

3.5.6 Operational Program Management

3.6 Enterprise Risk Management Support

3.7 Contract Administrative Requirements and Reporting

4.0 Deliverables

4.1 Operations Service Support

4.1.1 Service Desk and Application Support

4.1.2 Deskside and Systems Operations

4.1.3 FASTC

4.1.4 Reporting and Documentation

4.2 Task Area Operations

4.2.1 Data Network Services

4.2.2 DevSecOps Platform Support

4.2.3 Data Analytics and Reporting

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4.3 Enterprise Application Services

4.3.1 Infrastructure Integration

4.3.2 Catalog Procurement

4.3.3 Exception Requests

4.3.4 Non-Consolidated Client / Network and Server Support

4.3.5 Enterprise Architecture

4.4 Network Engineering

4.4.1 ATO Support

4.5 ITOD Operational Program Management

4.5.1 VTC Services

4.5.2 Asset Procurement and Supply Chain Management Support

4.5.3 Cross-Functional Services

4.5.4 IT Project Management and Planning Support

4.6 Contract Administrative Requirements and Reporting

5.0 Deliverables Schedule

6.0 Acceptance Criteria and Compliance Standards

6.1 General Compliance Requirements

6.2 Acceptance Criteria

6.2.1 Deliverable Review and Approval

6.2.2 Submission Format

6.2.3 Inspection and Notification

6.2.4 Correction of Deficiencies

6.2.5 Contract Closeout

6.3 Performance Standards

7.0 Adherence to Policy or Standards

7.1 Language Requirements

7.2 Data Rights and Ownership

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7.3 Nondisclosure Requirements

7.4 Privacy Act Compliance

7.5 Information Assurance and IT Security

7.6 IT Security Training

7.7 Dissemination of Information

7.8 Section 508 Compliance

7.9 Additional Compliance Requirements

8.0 Government-Furnished Equipment / Information

8.1 General Requirements

8.2 Government-Furnished Equipment and Services

8.3 Management and Accountability

8.4 Unique Items and Highlights

8.5 Compliance Requirements

9.0 Standard Work Hours

10.0 Place of Performance

11.0 Security Requirements

11.1 Personnel Security Clearances

11.2 Facility Security Clearance

11.3 Visit Authorization Requests (VARs)

11.4 Building Access and Identification

11.5 Handling Classified and Sensitive Information

11.6 Foreign National Restrictions

11.7 Mandatory Security Training

11.8 Reporting Requirements

11.9 Compliance Requirements

11.10 Unique Items and Highlights

12.0 Travel

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13.0 Point of Contact

14.0 Funding

14.1 Contract Vehicle and Type

14.2 Invoice Approval

14.3 Surge Activities

14.3.1 Key Requirements

14.3.2 Surge Activation Protocol

14.3.3 Coordination and Approval

14.3.4 Execution of Activities

14.3.5 Compliance Monitoring and Reporting

14.4 Other Direct Costs

14.4.1 Separate Contract Line-Item Numbers (CLINs)

14.4.2 Documentation and Compliance

14.4.3 Monitoring and Reporting

14.5 Equipment Procurements

14.5.1 Enterprise IT Component Upgrades and Replacement

14.5.2 Order Level Material (OLM) Provisions

Appendix A – ITOD Performance Work Statement

1.0 Introduction

2.0 Performance Requirements

2.1 Administrative Deliverables and Actions

2.1.1 Reports

2.1.2 Project Plans

2.2 Technical Agile and Software Development Lifecycle (SDLC) Deliverables and Actions

3.0 PWS Deliverables/Delivery Schedule

4.0 Acceptance Criteria and Compliance Standards

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5.0 Adherence to Policy or Standards

6.0 Point of Contact

Appendix B – Required Resources and Position Descriptions

Position Descriptions

Table 1 Deliverables Schedule Table 2 PWS Deliverable Schedule Table 3 Required Resources

1.0 Background

The U.S. Department of State leads American diplomacy, with the Secretary of State serving as the President’s principal foreign policy advisor. The Department’s workforce includes over 12,000 Foreign Service employees representing the United States abroad, more than 9,000 Civil Service employees providing continuity and expertise, and over 37,000 Foreign Service National Staff supporting operations at overseas posts.

The Bureau of Diplomatic Security (DS) ensures a safe and secure environment for U.S. foreign policy worldwide. DS designs and manages security programs for diplomatic missions, investigates passport and visa fraud, conducts personnel security investigations, and protects the Secretary of State and visiting dignitaries.

Under the Omnibus Diplomatic Security and Antiterrorism Act of 1986, DS is responsible for safeguarding life, property, and information.

Within DS, the Office of the Chief Technology Officer (DS/EX/CTO) drives the Bureau’s mission through technology and data services. Led by the Chief Information Officer (CIO), DS/EX/CTO manages IT program requirements and oversees critical functions, including Application Support, Service Desk Support, Software Development, System Networking, Enterprise Architecture, Strategic Planning, Customer Engagement, Risk Management, and Business Analysis. The office is organized into four divisions: the Front Office (FO), Integrated Systems Division (ISD), Enterprise Production Services Division (EPSD), and Mission Technology Solutions (MTS) 1.

DS/EX/CTO manages over 37 mission-critical applications and 75 concurrent IT projects, integrating cloud-based and on-premises systems to meet evolving security needs. The office collaborates with the Department, other U.S. Government entities, and Intelligence and Law Enforcement communities to ensure seamless operations.

It ensures compliance with federal cybersecurity mandates, implements NIST-compliant policies, and supports the Development, Modernization, and Enhancement (DME) of DS systems. By delivering secure, adaptable, and

1 The organization will undergo a planned organizational change that includes renaming its divisions. While the division names and leadership titles may change, the scope of work, roles, and responsibilities outlined in this document will remain unchanged. Any references to specific divisions or leadership should be understood to apply to their future equivalents under the new naming structure.

P a g e | 2 innovative IT solutions, DS/EX/CTO enables DS to meet mission requirements and advance U.S. diplomacy in all environments.

2.0 Purpose and Objective

The purpose of this contract is to support the DS/EX/CTO Information Technology Operations Division (ITOD) in its mission to unify engineering, technology advancement, and operational support into a seamless ecosystem that enhances performance, fosters innovation, and delivers reliable, scalable solutions to meet the evolving needs of the Bureau of Diplomatic Security (DS).

DS/EX/CTO/ITOD is the driving force behind a unified, intelligent ecosystem where engineering, innovation, and operational excellence converge – empowering its organization with agile, scalable, and future-ready solutions that elevate performance and spark transformative growth.

ITOD encompasses Operations Service Support, Task Area Operations, Enterprise Application Services, Network Engineering, and Operational Program Management, which include:

• Operations Service Support: Deskside and Systems Operations, Annex Support, Service Desk and Application Support, Training Site Management (FASTC), and Mobile Support.

• Task Area Operations: Operational Network Services.

• Enterprise Application Services: Database Services, Systems Administration

Support, Operational Engineering Support, and Systems Engineering.

• Network Engineering: Regional Field Technology (RFT) support.

• Operational Program Management: Operations, Audio Visual Video

Teleconference (VTC), and Vendor Services Program Management.

The Contractor will deliver flexible, targeted support through dedicated Contract Line-Item Numbers (CLINs) for labor, travel, training, and other services, enabling efficient resource management throughout the Period of Performance (PoP). This contract ensures DS/EX/CTO’s IT and data initiatives advance the mission of safeguarding U.S. diplomatic personnel, missions, and information worldwide.

3.0 Scope of Work

The Contractor shall provide comprehensive support for all DS/EX/CTO and CIO functions, including mission technology solutions, integrated technology operations, P a g e | 3 and organizational initiatives. Services must comply with all applicable federal, departmental, bureau, and organizational mandates, policies, and regulations.

The Contractor shall deliver high-impact services that enhance the CIO’s ability to govern, secure, and modernize the technology environment. This includes aligning investments, risk management, data, and service delivery with mission objectives for both high side (classified) and low side (unclassified) assets and environments.

The Contractor must demonstrate attention to detail, produce clear and thorough documentation, and effectively lead cross-functional teams. All work must adhere to federal mandates, regulatory requirements, and organizational priorities. Regular communication and reporting are required to ensure transparency and accountability.

The Contractor shall provide skilled personnel capable of supporting the Division’s mission across all offices and functional areas. While personnel may be assigned to specific offices within the Division, their expertise, deliverables, and services will be utilized to address broader needs across the Division and its associated programs.

Contracts must demonstrate flexibility and resilience, adapting to evolving priorities, shifting workloads, and emerging requirements. The Contractor’s team shall be prepared to perform assigned tasks in any location or for any mission-critical need, ensuring seamless support to the Division’s overarching goals.

3.1 Operations Service Support

The Contractor shall provide comprehensive Operations Support Services to ensure the availability, reliability, and efficiency of IT systems and services supporting the Department of State (DoS) workforce. These services encompass Deskside and Systems Operations, Annex Support, Service Desk and Application Support, and Mobile Support. The Contractor shall deliver these services in alignment with the DS/EX/CTO Service Level Agreements (SLAs) and adhere to established policies and procedures. The scope of work is organized into the following key areas:

3.1.1 Service Desk and Application Support

The Contractor shall operate a centralized service support center to manage incidents, problems, service requests, and events. Responsibilities include:

• Incident Management:

o Detect, record, classify, investigate, diagnose, escalate, resolve, and close incidents to restore normal service operations promptly.

P a g e | 4 o Provide Level 1, Level 2, and Level 3 support, ensuring seamless escalation and resolution.

o Maintain and manage the DS ServiceNow/ManageEngine Incident Management system, including hardware, software, databases, and reporting tools.

o Utilize remote-control capabilities to resolve incidents and implement corrective actions.

o Document solutions in a centralized knowledge base and ensure updates to inventory, asset, and configuration records.

• Problem Management:

o Minimize the adverse impact of incidents and problems by identifying root causes, implementing corrective actions, and preventing recurrence.

o Perform proactive and reactive problem management, including trend analysis and predictive activities.

o Maintain a Problem Management knowledge base accessible to DS personnel, documenting known errors, workarounds, and resolutions.

• Service Request Management:

o Manage end-to-end service requests, including authorization, customer engagement, logging, tracking, and fulfillment.

o Coordinate with local support teams for delivery and installation of IT assets.

o Ensure timely resolution and customer satisfaction for all service requests.

• Reporting and Metrics:

o Provide regular reporting on incident resolution, problem management, service center utilization, and customer satisfaction. This includes reporting metrics and trends related to customer service ticket processing.

o Maintain historical records and trend analysis to support continuous improvement.

o Track, manage, and report Service Center utilization.

o Maintain and provide escalation contact list(s) for all Service Towers

(including Third Parties such as vendors and services Contractors).

o Document solutions to Resolved Incidents in knowledge database o Develop and provide recommendations for improvements to Self-Help

Support capabilities

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3.1.2 Deskside and Systems Operations

The Contractor shall provide deskside, and systems operations support to ensure the stability and functionality of IT infrastructure. Responsibilities include:

• Desktop Services:

o Deliver hardware and software support for end-user devices, including printers, scanners, and JWICS desktop computers.

o Perform equipment refresh and troubleshooting for warranty and non-warranty devices.

• Data Center Services:

o Provide 24x7 server monitoring, problem escalation, backup and restore, virtual infrastructure management, storage solutions, patch application, and compliance reporting.

o Manage network and application account creation and support.

• Virtual Desktop Infrastructure (VDI):

o Provision, configure, and manage VMware-based cloud infrastructure and VDI environments.

o Implement security measures, optimize performance, and ensure scalability.

o Deployment and configuration of VDI environments using VMware Horizon or similar technologies.

o Configuration of virtual desktop pools, user profiles, and application virtualization.

o Optimization of VDI performance and scalability.

• Cybersecurity Support:

o Monitor and maintain security controls, including firewalls, intrusion detection/prevention systems, and access controls.

o Participate in and support regular security assessments and audits.

• Command Center Support:

o Maintain IT systems, phones, video walls, and VTC equipment in the DS

Command Center.

o Perform preventative maintenance, diagnostics, and training for administrators and users.

o Provide IT operational support for failover sites including conference and training center locations.

• Reporting and Metrics:

P a g e | 6 o Document solutions to resolved incidents in central knowledgebase.

Accurately update all information pertinent to trouble ticket including general verbiage, codes, etc.al.

o Provide Incident Management and Problem Management reporting as required.

o Participate in developing Problem Management requirements and policies.

o Develop and implement appropriate process and procedures and methodologies that support DS-approved Problem Management requirements and policies that comply with DS requirements.

o Develop and recommend corrective actions or solutions to address recurring incidents and problems, as well as mitigation strategies and actions to take to avert potential problems identified through trend analysis o Document and update Problem Management knowledgebase with information regarding problem resolution actions, activities and status (e.g., root cause, known errors, workarounds, etc.) and notify all appropriate stakeholders of availability of information.

3.1.3 Annex Support

The Contractor shall provide IT operational support for failover sites, conference centers, and training facilities. Responsibilities include:

• Video Teleconference (VTC) Support: Collaborate with vendors and government agencies to design, install, and maintain VTC systems in SCIF-level areas. Perform preventative maintenance, diagnostics, and upgrades.

• Facility IT Support: Ensure operational readiness of IT infrastructure at annex locations, including network configurations, servers, and end-user devices.

3.1.4 Mobile Support

The Contractor shall support the lifecycle management of mobile devices, including procurement, inventory, configuration, issuance, maintenance, and disposal.

Responsibilities include:

• Asset Management: Apply 14 FAM 420 and DS CTO Mobile Device SOPs to manage inventory and account for over 35,000 components across domestic and regional offices.

• Device Support: Troubleshoot, repair, and dispatch mobile devices, ensuring compliance with standards and policies.

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3.1.5 Training Site Management (FASTC)

The Contractor shall provide operations, maintenance, and technical support for the Foreign Affairs Security Training Center (FASTC) located in Blackstone, Virginia.

Responsibilities include:

• IT Infrastructure Support:

o Manage secure and unsecure voice, video, and data connections (OpenNet and ClassNet networks).

o Provide on-site support for network circuits, topology, routers, firewalls, IDPS, and UPS systems.

o Monitor, provision, and troubleshoot the network enterprise on a continuous basis.

o Coordinates setup and changes to networking systems.

• System Administration:

o Coordinate with DS/DT for data center improvements, lifecycle upgrades, and infrastructure equipment installations.

o Monitor system operations to identify and resolve potential issues, ensuring adherence to operational guidelines.

o Implement system software changes, operating system updates, and corrective actions for IT equipment or software malfunctions.

o Develop and implement server performance standards and recovery plans for system data in the event of failure.

o Prepare, recommend, coordinate, and implement plans for the recovery of system data in the event of IT equipment or software failure. The contractor provides interpretations of regulations and guidance concerning systems administration.

• Asset and Inventory Management:

o Track and manage Government Furnished Property (GFP), Government

Furnished Equipment (GFE), and related assets.

o Maintain accurate records of hardware and software inventory, including risk mitigation for equipment approaching End of Life (EOL).

• Documentation and Standards Development:

o Develop and maintain Standard Operating Procedures (SOPs), contingency plans, configuration guides, network diagrams, and outage notices.

P a g e | 8 o Ensure all documentation reflects current operational practices and is accessible to relevant stakeholders.

o Provide data center knowledge on policies and procedures related to data center best practices.

• Technical Advisory Services:

o Provide expert guidance on system enhancements, capacity planning, and performance optimization.

o Plan, design, and conduct system testing to ensure successful implementation of new technologies.

o Prepares test data, models and analyzes results to determine effectiveness of system modifications or enhancements.

o Establish baseline procedures and timeframes and initiates and oversee the accomplishment of testing.

• Training Network and User Support:

o Assist users with connecting to training resources, troubleshooting network connectivity issues, and managing printer setup.

o Configure user access to relevant applications and verify account creation.

o Perform “Day One” classroom checks to confirm user logins, network availability, and VTC configurations.

• Non-Consolidated Client / Network and Server Support:

o Develop and implement standards and criteria for assessing server performance for FASTC enterprise LAN.

o Establish baseline procedures and timeframes and initiates and oversee the accomplishment of testing.

o Prepares test data, models and analyzes results to determine effectiveness of system modifications or enhancements.

3.1.6 Planning, Analysis, and Self-Help Support

The Contractor shall provide planning and analysis services to optimize service delivery and reduce costs. Responsibilities include:

• Identify solutions to minimize service center calls, improve self-help capabilities, and enhance end-user training.

• Implement interactive voice response (IVR), AI chatbots, and intranet-based self-service tools for password resets, knowledge base access, and incident status tracking.

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3.1.7 Reporting and Documentation

The Contractor shall maintain updated systems documentation, including inventory, diagrams, change requests, and SOPs. Responsibilities include:

• Service Center Reporting: Provide access to service center reports, including utilization statistics, trends, and customer satisfaction metrics.

• Knowledge Management: Maintain centralized knowledge bases for incident and problem management, ensuring accessibility to DS personnel.

3.2 Task Area Operations

The Contractor shall provide comprehensive operational support for Task Area Operations, encompassing specific operational task area support and Operational Network Services for the Department of State (DoS). These services include lifecycle management, network operations, cloud migration, DevSecOps platform support, and data analytics. The Contractor shall ensure the availability, reliability, security, and performance of IT systems and services in alignment with DS/EX/CTO policies, procedures, and Service Level Agreements (SLAs). The scope of work is organized into the following key areas:

3.2.1 Data Network Services

The Contractor shall manage and maintain the Department’s data network infrastructure to ensure optimal performance, availability, and security.

Responsibilities include:

• Network Lifecycle Management:

o Perform requirements gathering, engineering, design, implementation, testing, and service provisioning for Wide Area Networks (WAN), Local Area Networks (LAN), Virtual Private Networks (VPN), Hybrid cloud infrastructure, and network security systems.

o Conduct routine system maintenance, troubleshooting, monitoring, security patching, system upgrades, and component changes.

• Network Operations and Administration:

o Manage network systems, including performance monitoring, problem resolution, change management, and capacity planning.

o Administer bandwidth, routers, firewalls, IP addressing schemes, and VPN configurations.

P a g e | 10 o Maintain all network service computing resources, including hardware, operating system software, and applications.

o Ensure compliance with IT service continuity plans and recover services from major disruptions within acceptable timeframes.

• Network Monitoring and Reporting:

o Proactively monitor network systems to identify and resolve potential or actual failures.

o Record system performance data for metrics and reporting purposes.

o Provide capacity and performance reports on a quarterly basis.

o Provide capacity planning assistance to develop network resource requirements projections.

o Report on performance against service-level requirements.

• Network Documentation:

o Develop and maintain detailed documentation for network system specifications, topologies, circuit locations, firewall policies, IP addressing tables, and hardware/software inventories.

o Update network diagrams quarterly and as required.

o Develop and document requirements and policies for network monitoring and problem management.

o Develop and document procedures for administration that meet requirements and adhere to defined policies and procedures.

o Document router configuration files and IP addressing schemas.

• Network Security:

o Manage and maintain key management services supporting data-in-transit and data-at-rest encryption.

o Implement proactive monitoring and self-healing capabilities to limit network outages.

o Ensure all network administration activities adhere to defined change management processes and security policies.

3.2.2 Cloud Migration and Operations [MOVE TO 3.1 Section as its own under Operations Support] The Contractor shall support the Department’s transition to cloud-based solutions to enhance scalability, cost-effectiveness, and operational efficiency. Responsibilities include:

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• Cloud Migration:

o Secure cloud services in compliance with DS standards.

o Provision and maintain Infrastructure-as-a-Service (IaaS), Platform-as-a-

Service (PaaS), and Software-as-a-Service (SaaS) models.

• Cloud Operations:

o Operate and monitor cloud services consistently across DS/CTO application teams.

o Maintain secure and hardened operating system images for IaaS-based applications.

o Implementation and management of security measures to ensure the confidentiality, integrity, and availability of data.

• Secure Configuration:

o Implement and maintain secure PaaS configurations by establishing, configuring, and continuously monitoring PaaS services to meet State security standards, including compliance with applicable federal regulations.

o Develop and enforce secure operational practices by collaborating with State stakeholders to create and enforce policies, procedures, and automated workflows that ensure secure deployment, management, and scaling of PaaS services.

o Work with DevSecOps to integrate security into pipelines, maintaining audit trails, and providing documentation and training to State personnel on secure cloud operations.

• Cloud Architecture Optimization:

o Review existing architecture and define optimal cloud architecture aligned with DS objectives.

o Configuration and management of virtual machines, networks, cloud services, and storage resources.

o Supporting migration of DS applications and services to the cloud, including development and engineering to refactor applications for the cloud.

o Work closely with DS/EX/CTO Divisions to provide recommendations for alternative or enhanced operational solutions.

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3.2.3 DevSecOps Platform Support

The Contractor shall establish and maintain centralized DevSecOps platforms to streamline and accelerate the flow of capabilities from development to production.

Responsibilities include:

• Platform Operations:

o Operate and monitor DevSecOps platforms to ensure optimal performance and availability.

o Capture and document organizational procedures for application lifecycle management, including onboarding, operational changes, and deactivation.

• Site Reliability Engineering (SRE):

o Improve performance and reliability of software systems through automation of manual processes, managing system health, and balancing the need for new features with the need for stability.

o Create and maintain monitoring systems to track performance and reliability o Provide incident management to minimize the impact of downtime

3.2.4 Firewall and Perimeter Device Management

The Contractor shall manage and maintain DS firewall infrastructure to ensure proper functionality and security. Responsibilities include:

• Firewall Operations:

o Configure, monitor, and maintain firewall components deployed to support CTO/OPS managed systems.

o Manage firewall change requests, routing transparency, and IP address changes for circuits.

o Monitor and manage circuits for extranet and external networks.

• Incident Response:

o Initiate incident response to expedite restoration of services in case of system degradation or outages.

o Implement monitoring capabilities on designated IT systems and equipment.

3.2.5 Data Analytics and Reporting

The Contractor shall support the integration of data analytics solutions to enable data-driven decision-making across the Bureau. Responsibilities include:

• Data Modeling and Capture:

o Provide consistent and continuous data modeling across the Bureau to ensure cybersecurity compliance and vendor-supported disposition of active IT assets.

P a g e | 13 o Capture predictive data to assess infrastructure risks and cost estimates for remediation.

• Operational Insights:

o Capture, review, and report user application/system usage to support trending and historical modeling activities.

o Provide recommendations for alternative or enhanced operational solutions.

• Dynamic Dashboards: Develop dashboards to provide predictive insights that improve efficiencies, cost savings, and strategic decision-making.

3.2.6 Operation Network Services

The Contractor shall provide operational network services to ensure the availability and reliability of DS infrastructure. Responsibilities include:

• Provisioning and Maintenance:

o Procure, configure, and maintain network components and circuits under DS management control.

o Ensure all new circuits, devices, and software are included in configuration management documentation.

• Capacity Planning:

o Provide capacity planning assistance to develop network resource projections.

o Recommend network capacity thresholds and provide quarterly performance reports.

• Incident and Problem Management:

o Identify and resolve network problems in accordance with Incident and Problem Management policies, procedures, and SLAs.

o Coordinate resolution of circuit problems with third parties, including public carriers, DT, ISPs, and affiliates.

• Operational Reporting:

o Maintain performance and cost information for the operation and support of existing infrastructure and applications.

o Report performance against service-level requirements and provide monthly updates on circuit catalogs.

o Identify circuits that are underutilized and provide reporting that can assist with decommissioning unused circuits or downgrading speed to save cost.

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3.2.7 Infrastructure Monitoring and Maintenance

The Contractor shall support proactive monitoring and maintenance of infrastructure resources to ensure optimal availability and performance. Responsibilities include:

• Monitoring Tools:

o Utilize tools such as Splunk, Neuralstar, Qmulos, Cribl, and Power BI to actively monitor infrastructure resources, assets, and mission support applications.

o Implement measures to improve tool monitoring operations, enhance performance thresholds, and provide non-compliance notifications.

• Maintenance Activities:

o Perform application maintenance, server upgrades, security compliance, and integration.

o Maintain operational requirements and reporting services.

3.3 Enterprise Application Services

The Contractor shall provide comprehensive Enterprise Application Services to support the Department of State (DoS) in managing and enhancing its IT systems and infrastructure. These services encompass Database Services, Systems Administration Support, Operational Engineering Support, and Systems Engineering. The Contractor shall ensure the availability, reliability, security, and performance of IT systems while adhering to DS/EX/CTO policies, procedures, and Service Level Agreements (SLAs). The scope of work is organized into the following key areas:

3.3.1 Special Support Services

The Contractor shall deliver specialized support services to meet unique operational and technical requirements. Responsibilities include:

• VIP and Event Support:

o Provide walk-in, remote, and onsite support for designated DS executives and periodic events.

o Coordinate technical initiatives, including DS-approved pilots, community exchanges with external Federal partners, and other DoS offices.

• Technical Development and Training:

o Deliver development services for DS customers as part of CTO-managed projects.

P a g e | 15 o Provide training, upgrades, and break/fix support to improve IT and business productivity.

• Service Quality and Coordination:

o Uphold DS/EX/CTO IT service quality requirements via SLAs.

o Coordinate with the COR for advance planning and execution of special support services.

3.3.2 Systems Administration and Asset Management

The Contractor shall provide systems administration and asset management services to ensure the operational readiness and security of IT systems. Responsibilities include:

• System Administration:

o Monitor systems to identify and resolve potential issues, ensuring adherence to operational guidelines.

o Implement system software changes, operating system updates, and corrective actions for IT equipment or software malfunctions.

o Develop and implement standards for assessing server performance and recovering system data in the event of failure.

• Asset Management:

o Track and manage Government Furnished Property (GFP), Government

Furnished Equipment (GFE), and related assets.

o Maintain accurate records of hardware and software inventory, including risk mitigation for equipment approaching End of Life (EOL).

o Support hardware/software refresh activities and licensing management.

• Technical Advisory Services:

o Serve as a technical advisor for new requirements and system deployments.

o Manage change control and incidents and provide guidance on system enhancements and capacity planning.

3.3.3 Systems Engineering and Integration

The Contractor shall provide systems engineering and integration services to enhance the Department’s IT infrastructure. Responsibilities include:

• Infrastructure Design and Implementation:

o Design, implement, and maintain networks and systems architecture to meet high availability and quality of service requirements.

P a g e | 16 o Engineer shared, integrated, and resilient infrastructures, including cloud environments, to improve flexibility, security, and cost-effectiveness.

• Enterprise Application Integration:

o Integrate technical, IT, and organizational components to support unclassified and classified data and network communications.

o Perform gap analysis, benchmarking, and data migration to ensure seamless integration of commercial components with existing infrastructure.

• Compliance and Standards:

o Ensure all design documentation meets CMMI Level 3 and ISO 9001 certification standards.

o Comply with Federal, Department of State, and NIST policies and standards.

3.3.4 Operational Engineering Support

The Contractor shall provide operational engineering support to streamline integration, consolidate solutions, and introduce efficiencies across the Bureau.

Responsibilities include:

• Enterprise Architecture Management:

o Document and monitor the Bureau’s enterprise architecture to ensure compliance, capacity, sustainability, and security posture.

o Conduct gap analysis for current state discovery and recommend enhancements based on findings.

• Emerging Technologies:

o Research, develop, and implement emerging technologies such as dashboards, automation, and innovation to support executive decision-making.

o Proactively document capital resource relationships to support end-to-end IT operations.

• Collaboration and Reporting:

o Participate in charters and working groups to ensure authorized assets and processes are integrated into the Bureau’s infrastructure.

o Provide reporting to support management and replacement of end-of-life hardware and software.

3.3.5 Catalog Procurement Services

The Contractor shall develop and maintain an online product catalog to streamline procurement processes and track service utilization. Responsibilities include:

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• Catalog Development and Maintenance:

o Provide and maintain an electronic product catalog, and ordering function that is accessible to DS End-Users. This includes providing product catalog variations by country and/or region o Validate and process product requisitions, obtain approvals, and create orders.

• Order Fulfillment and Tracking:

o Place product orders, provide fulfillment estimates, and track order status to closeout.

o Invoice DS in accordance with approved procedures and feed data to DS finance systems.

• Reporting and Variations:

o Track and report on requisitions and order throughout their lifecycle, ensuring compliance with procedures and proper closeout.

o Offer product catalog variations by country and region.

3.3.6 Exception Requests Services

The Contractor shall manage exception requests for products or services outside of standard DS policies. Responsibilities include:

• Process Development:

o Develop and maintain exception request processes, procedures, and required forms in the Standards and Procedures Manual.

o Document exception requests in the Service Center Incident Management system.

• Request Fulfillment:

o Analyze, recommend, and process exception requests to fulfillment or denial.

o Provide status updates to requestors and implement approved requests.

3.3.7 Enterprise Data Management and Collection

The Contractor shall support enterprise data management and collaboration services to enhance operational efficiency and decision-making. The Contractor shall work closely with Task Area Operations for specific areas of support. Responsibilities include:

• Data Management:

o Capture, document, and monitor the Bureau’s IT infrastructure and systems topology.

P a g e | 18 o Ensure the integrity of IT systems and infrastructure assets.

• Collaboration Services Integration: Integrate collaboration tools such as

Microsoft SharePoint and Dynamics to streamline workflows and improve productivity.

• Business Process Reengineering: Conduct feasibility studies, requirements analysis, and system design alternative studies to optimize business processes.

3.3.8 Operational Support

The Contractor shall provide the following deliverables to support Enterprise Application Services:

• Documentation:

o Develop and maintain standards, procedures, and policies for catalog procurement, exception requests, systems administration, and enterprise architecture.

o Provide updated network diagrams, system configurations, and inventory records.

• Reporting:

o Deliver capacity and performance reports, order tracking updates, and exception request status reports.

o Provide recommendations for system enhancements, emerging technologies, and operational efficiencies.

• Technical Support:

o Offer VIP support, training, and technical advisory services to meet unique mission requirements.

o Ensure compliance with all applicable policies, standards, and SLAs.

3.4 Network Engineering

The Contractor shall provide comprehensive Network Engineering and Regional Field Technology (RFT) support to ensure the availability, security, and performance of the Department of State’s (DoS) IT infrastructure. These services include enterprise and non-enterprise network design, implementation, maintenance, and compliance activities, as well as regional technical support for DS offices across the United States. The Contractor shall adhere to DS/EX/CTO policies, procedures, and Service Level Agreements (SLAs) while maintaining a focus on continuous

P a g e | 19 improvement and customer satisfaction. The scope of work is organized into the following key areas:

3.4.1 Network Engineering and Security Compliance

The Contractor shall support the design, implementation, and maintenance of secure and resilient network systems while ensuring compliance with federal cybersecurity policies and mandates. This work will require interactions and collaboration with CTO Front Office. Responsibilities include:

• Risk Management Framework (RMF) Support:

o Produce and maintain security documentation for IT systems operated by DS.

o Update and maintain RMF compliance artifacts, including technical control values.

o Support automated continuous monitoring activities to ensure ongoing authorization compliance for systems and applications.

o Proactively communicate IT operational status that may impact the Authority to Operate (ATO) process.

o Provide subject matter expertise on NIST 800 Series Special Publications and federal cybersecurity policies.

• Network Monitoring and Tools Implementation:

o Deploy and manage continuous monitoring tools (e.g., Splunk) for OpenNet, ClassNet, and DMZ environments.

o Establish network configuration version control mechanisms, Deploy IaC tools, and establish scripting for managed DS assets.

o Provide training and interface support to IT operational, cybersecurity, and project teams on monitoring system outputs.

o Assess and monitor cloud delivery systems and "as-a-service" environments to ensure compliance and performance.

• Firewall and Security Management:

o Manage DoS Enterprise and DS Application/Server (NSX) firewalls, including change initiation, tracking, and implementation.

o Ensure compliance with SLA requirements for application status, uptime, and capacity management.

o Assist with the deployment of Cloud NGFW infrastructure as a subject matter expert.

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3.4.2 Regional Field Technology (RFT) Support

The Contractor shall provide technical support for DS regional offices located outside the Washington, DC area, including San Juan, Puerto Rico. Responsibilities include:

• User Support and Local Administration:

o Assist users with PKI card access, network logins, Global OpenNet (GO) Virtual and GO Browser, smartphones, and other IT issues.

o Act as a Local Registration Authority (LRA) to create PIV badges for users.

• Equipment Maintenance and Asset Management:

o Maintain network equipment for OpenNet and ClassNet, VTC equipment, GO desktops (laptops), and standalone workstations connected to non-Department databases.

o Manage inventory and asset tracking for DS-tagged equipment, including fingerprint scanners, smartboards, scanners, thin clients, printers, plotters, MiFi devices, monitors, and TVs.

• Technical Assistance:

o Collaborate with IRM/DSS personnel to set up, maintain, and troubleshoot IT equipment.

o Work closely with DS/EX/CTO Division’s on specific asset support used by field offices (e.g., Mobile Biometrics).

o Provide timely resolution of technical issues to ensure uninterrupted operations.

3.4.3 Change and Release Management

The Contractor shall support the planning, tracking, and implementation of changes to DS IT systems and applications. Responsibilities include:

• Change Management:

o Initiate, track, and implement changes to network systems and applications in compliance with DS policies.

o Coordinate with the DS IT Review Board to ensure proper oversight and approval of changes.

• Release Management:

o Manage application and system releases to ensure minimal disruption to operations.

o Monitor SLA compliance for internal systems and environment providers.

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3.4.4 Operational Monitoring and Reporting

The Contractor shall ensure the performance and availability of DS IT systems through proactive monitoring and reporting. Responsibilities include:

• Application and System Monitoring:

o Monitor application status, uptime, and capacity to ensure compliance with SLAs.

o Provide regular reports on system performance and identify areas for improvement.

• Training and Interface Support:

o Deliver in-house training to IT operational and cybersecurity teams on monitoring tools and system outputs.

o Facilitate collaboration between project teams and operational staff to optimize system performance.

3.5 ITOD Operational Program Management

The Contractor shall provide comprehensive Operational Program Management services to support the Department of State (DoS) in managing and enhancing its IT operations, Audio Visual Video Teleconference (VTC) systems, and Vendor Services Program. These services include program and project management, IT lifecycle and operations management, asset lifecycle management, and support for video conferencing and video wall systems. The Contractor shall ensure the availability, reliability, and performance of IT systems and services while adhering to DS/EX/CTO policies, procedures, and Service Level Agreements (SLAs). The scope of work is organized into the following key areas:

3.5.1 Audio Visual and VTC Support

The Contractor shall provide design, implementation, maintenance, and operational support for VTC systems and video wall systems to meet DS mission requirements.

Responsibilities include:

• Video Teleconference (VTC) Services:

o Design and install VTC systems on approved government hardware to meet DS strategies and requirements.

o Provide operational support for point-to-point and multi-point calls, presentation capabilities (e.g., PowerPoint, electronic whiteboards, document cameras), and teleconferencing integration.

P a g e | 22 o Monitor and support calls in progress, manage video conference and room calendars, and ensure clock coordination.

o Provide monthly reports on bridged calls and provisioning support for VTC services.

• Video Wall Systems:

o Design, implement, and maintain enterprise-level digital display wall systems used to monitor or manage mission-related activities.

o Configure, program, and maintain interface components and control modules.

o Manage and maintain display content to ensure alignment with DS strategies and requirements.

3.5.2 IT Asset Lifecycle Management

The Contractor shall provide full lifecycle management for CTO-managed IT assets, ensuring compliance with cybersecurity supply chain risk management standards (NIST SP 800-161). Responsibilities include:

• Asset Management Policies and Procedures:

o Develop and maintain policies and procedures for IT asset lifecycle management, configuration management, and production change management.

o Conduct annual IT asset inventories and ensure accurate tracking of all assets.

• Procurement and Excess Management:

o Coordinate procurement services, receive procurements, and manage the full lifecycle of IT assets, including excess and disposal.

o Facilitate procurement through USG channels or contractor-supported purchases for sole USG use.

• Risk Mitigation and Reporting:

o Monitor and report on the state and condition of hardware and software components, including risk mitigation for equipment approaching End of Life

(EOL).

o Support lifecycle replacement planning and provide cost estimates for EOL refresh activities.

3.5.3 IT Lifecycle and Operations Management

The Contractor shall support IT lifecycle and operations management activities to ensure accountability, quality assurance, and alignment with DS mission objectives.

Responsibilities include:

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• IT Lifecycle Management:

o Plan and analyze IT requirements, define acquisition and management strategies, and oversee hardware and software license management.

o Support engineering, integration, testing, implementation, migration, training, and knowledge transfer activities.

o Perform technology refresh and maintenance to ensure operational readiness.

• Service Documentation and Oversight:

o Fully document and maintain all lines of services that support business requirements.

o Track the monetary value of defined services and the skills required for service delivery.

• Quality Assurance: Apply quality assurance processes to critical IT lifecycle and service management functions to ensure proper oversight and accountability.

3.5.4 Program and Project Management

The Contractor shall provide program and project management services to support the planning, execution, monitoring, and closeout of IT projects. Responsibilities include:

• Project Management Lifecycle (PLC):

o Employ the CTO-approved PLC, which includes seven lifecycle phases, to ensure projects are controlled, measured, documented, and continuously improved.

o Utilize waterfall, agile, hybrid, and DevSecOps methodologies to manage projects from initial proposal through closure.

• Project Support:

o Participate in all project aspects, including requests, concepts, acquisition, implementation, and post-implementation activities.

o Report time against project management tasks via the CTO Timesheet Center and MS Project Web Application (PWA).

• Strategic Planning and Oversight:

o Provide IT solutions consulting, develop project plans, and oversee IT efforts.

o Document operational procedures and policies, perform design reviews, and schedule and monitor modifications to the IT architecture.

• Specific Project Management Tasks:

P a g e | 24 o Assess technical requirements for centralized account management and provide improvement plans.

o Manage daily authorization/denial of requests for accounts supporting CTO-managed systems and applications.

o Provide technical writing and documentation support, including software requirement specifications and operational procedures.

3.5.5 Cross-Functional and Strategic Support

The Contractor shall provide cross-functional support for common services and processes that apply to the provision, delivery, and management of DS/CTO IT infrastructure. Responsibilities include:

• Enterprise Architecture and IT Business Strategy:

o Capture, track, and report on enterprise architecture (EA) and Application Services Branch (ASB) tasks and activities.

o Identify existing enterprise tools and capabilities, configuration items, and network schematics.

o Provide lifecycle replacement planning and cost estimates for IT components.

• Operational Reporting and Analysis:

o Provide project-level reporting on significant efforts (e.g., Oracle OS upgrades).

o Detail IT component classes, costs, and EOL parameters to support strategic decision-making.

• Knowledge Transfer and Training:

o Design, plan, and implement IT training materials in alignment with Bureau standards.

o Monitor and report on the effectiveness of training programs.

3.5.6 Operational Program Management

The Contractor shall provide the following deliverables to support Operational Program Management:

• Documentation:

o Develop and maintain policies, procedures, and standards for IT asset management, lifecycle management, and project management.

o Provide updated network schematics, system configurations, and inventory records.

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