Attachment 1 - PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

COMPUTER AND TELECOMMUNICATIONS SUPPORT

TECHNICIAN

Nellis AFB, 99 Force Support Squadron

99 FSS/FSDE

1 April 2025

TABLE OF CONTENTS

CONTENTS PAGE

1 DESCRIPTION OF SERVICES: General, Computer & Telecommunications

Support Technician 3-5

2 GOVERNMENT FURNISHED PROPERTY AND SERVICES 5

3 GENERAL INFORMATION 6-10

4 CONTRACTOR FULL-TIME EQUIVELENT REPORTING 10

APPENDICES

1 Acronyms & Abbreviations List 12-13

2 Estimated Workload Data 13

3 Publications/Forms 13

Performance work Statement for

Computer & Telecommunications Support Technician

1. DESCRIPTION OF SERVICES: GENERAL

1.1. The contractor shall provide all personnel, labor, equipment, tools, materials, transportation, supervision, management, and other items and services necessary to perform Computer & Telecommunications Support services in support of the Force Support Development Education (FSDE), 99 Force Development Flight (99FSS/FSD), 99 Force Support Squadron (99FSS), Nellis Air Force Base (NAFB), Las Vegas, Nevada.

1.2. This non-personal Service contract supports one of the largest, most dynamic FSDE in the

Air Force, consisting of multiple offices, classrooms, computer labs and testing centers spanning over multiple locations with responsibilities for variety of DoD and AF-level programs (Voluntary Education & Tuition Assistance Programs, Transition GPS, SkillBridge, Language Testing, etc.) The Education & Training Section continually evolves introducing new projects, programs and systems to advance education & training for our multi-capable Airmen. The contract employees will report directly to the Education & Training Section (E&TS) Chief.

2. DESCRIPTION OF SERVICES: COMPUTER & TELECOMMUNICATIONS

SUPPORT TECHNICIAN

2.1. Resource Management. The contractor will manage the use of computers, computer laboratory equipment, and telecommunication equipment, provide notification of malfunctioning equipment, and identify/research needed upgrades to equipment. The contractor will be the primary Information Technology Asset Management (ITAM) custodian and maintain inventory control of all accountable equipment. The contractor will be appointed the Information Assurance Officer (IAO) to interface with AFNET Enterprise Service Desk for all computer/software related issues and the Security Officer.

2.2. Administration. Provide hardware and software system administration on all workstations, including office computers, servers, fax machines, notebooks/tablets, scanners, satellite receivers, switches, routers, printers, telephone control and other peripherals critical to proper function of technology systems. Equipment is located at multiple areas including Bldg. 20-Nellis Education Center and Creech AFB.

2.2.1. Bldg. 20, Nellis Education/Testing Centers desktop/laptop computers, equipment, and peripherals: Staff desks with 16+ stations, three testing centers with 75+ stations;

computer lab and resource stations with 14+ stations; seven classrooms with multiple stations; twelve network printers, 10 switches, and a server room. NOTE: the number of items can change to support mission requirements

2.2.2. Other buildings: May include 5 stations, printers, & switches. NOTE: the number of items can change to support mission requirements

2.3. Implementation. Implement any required new systems (software/hardware). Set up new computers and other information systems in a timely manner to support continuous improvement with minimal interruption of operations IAW base directives.

2.4. Network. Provide all networking architecture recommendations and networking support to maintain/improve networks including commercial network, the Nellis LAN network, and QoLnet, if applicable. Work with local internet provider to ensure, as much as possible, uninterrupted connectivity to service by ensuring best equipment and service connection across the E&TS IT infrastructure.

2.5. Safeguarding/Security. Establish procedures for safeguarding all critical data. Design back-up methodology to guarantee uninterrupted service to customers. Provide proper information security on all systems. Educate personnel on proper security procedures to protect sensitive data and records. For public & testing computers, run a virus scan on each laptop/desktop weekly and check for Personally Identifying Information left behind by users and delete that information.

2.6. Tracking. Develop tracking system (including all required documentation) to monitor all information systems. Establish diagram of facility with associated database to track fixes and implementation of information systems.

2.7. Migration. Conduct upgrades to databases and provide for safe migration of important data from one system to another. Install and maintain databases.

2.8. Support. Perform all system support for successful operation of the technology. Provide recommendations to E&TS Chief for future planning and improvements to existing information systems structure

2.9. Planning. Provide recommendations to E&TS Chief for future planning and improvements to existing information systems structure.

2.10. Research and purchase. Assist E&TS Chief in research and purchase recommendations of all information systems and components required to improve existing structure.

2.11. Coordination. Coordinate with external agencies and IAW base directives to complete computer support/training and telecommunication requirements.

2.12. Information Assurance. The contractor will be appointed the Information Assurance Officer (IAO) to interface with AFNET Enterprise Service Desk for all computer/software related matters, including IT security issues and safe migration of important data from one system to another and maintenance of any database.

2.13. Training & Education. Train office personnel on software required for them to efficiently execute their jobs. Educate personnel on proper security procedures to protect sensitive data and records. Provide database access and training to users. Communicate system information/updates to users.

2.14. E&TS Website. In coordination with FSS Marketing Office, provide maintenance on the Nellis AFB Education & Training Web page, update links, build pages and manage layouts.

2.15. Information Technology Asset Management (ITAM). In addition to maintaining

100% accountability for Information technology Asset Management (ITAM) inventory;

coordinate with HQ ACC/A1KE/99 CS on technology and equipment upgrades IAW directives.

2.15.1. Outdated equipment must be transferred to another account or processed out through DLA Disposition Services (formerly DRMO) within 90 days of being replaced.

2.15.2. Equipment storage area must be kept neat, organized, and provide a staging area for useful computers, peripherals and supplies only.

2.15.3. Customers. Ensure all systems are prepared for customer log-on, Wi-Fi is functioning, printer has paper and operational, and other peripherals work properly.

Provide customer assistance with logging in, operating MS Office Suite, searching internet, and operating all IT devices and peripherals. Promote user awareness concerning limitations (unauthorized/illegal use) of IT resources, utilizing only those programs currently available on the system.

2.16. Other. Perform any other critical system support as requested by the E&TS Chief for successful operation of the E&TS.

3. SPECIAL REQUIREMENTS, Computer & Telecommunications Support Technician.

3.1. Office hours. Office hours must be always maintained, unless otherwise coordinated with

E&TS Chief. Contractor must have a contingency plan to maintain office coverage as scheduled. Any unexpected vacancies are required to be filled within two weeks by a qualified replacement.

3.2. These services may be jointly determined by the Contractor and Government in advance and modified by mutual agreement according to changing program needs.

4. GOVERNMENT FURNISHED PROPERTY AND SERVICES, Computer & Telecommunications Support Technician.

4.1. The contractor shall provide all personnel, tools, materials, supervision, and other items required (not already on hand/furnished by the government) and services necessary to provide computer technology and military testing support.

4.2. Contract employees may request standard office supplies; purchases are made via the E&TS’ Government Purchase Card.

5. GENERAL INFORMATION, Computer & Telecommunications Support Technician.

5.1. QUALITY CONTROL. The Contractor is required to control the quality-of-service delivery and offer to the Government for acceptance only services which conform to contract requirements. The overall control of quality must meet the specified performance thresholds for each requirement in the Services Summary.

5.1.1. Quality Control Program. The contractor shall provide a complete Quality Control Program (QCP) to ensure the requirements of the contract are provided as specified.

The contractor shall provide a QCP describing the inspection system for the requested services listed in the PWS. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrence of unacceptable services. The contractor shall submit to the Contracting Officer for review no later than 1 November 2025. The contractor shall update the plan as changes occur and changes shall be submitted for review by the Contracting Officer.

5.1.1.1. The contractor’s QCP shall contain, as a minimum, the following items:

5.1.1.1.1. A description of the inspection system to cover all services.

Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequently of inspections, and the title and organizational placement of the inspector(s).

5.1.1.1.2. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

5.1.1.1.3. A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

5.1.1.2. Records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

5.2. QUALITY ASSURANCE, government will periodically evaluate the contractor’s performance through intermittent on-site inspections of the contractor's quality control program and receipt of complaints from base personnel. The government may inspect each task as completed and increase or decrease the number of service reviews as merited by the contractor’s performance.

5.3. SECURITY REQUIREMENTS. Security and base access requirements are contained in clause 5352.242-9000 “Contractor Access to Air Force Installations.” Contractor employees will be required to obtain a DoD Common Access Card (CAC) to access Nellis

AFB.

5.3.1. CAC Issuance: The contractor will coordinate with the E&TS Chief to obtain a

CAC for contract employees to enter military installations for work. The contractor shall be responsible for all CACs issued to contract employees under this contract.

CAC requests should be initiated 7 days in advance of base access requirements.

Applications shall be coordinated through the E&TS Chief or designated representative. At the time of application, Security Forces will conduct a background check on employees. Upon termination of employment, the contract employee shall immediately turn in the CAC to the E&TS Chief.

5.4. PHYSICAL & OPSEC SECURITY. The contractor shall be responsible for safeguarding all government property provided for contractor’s use. At the close of each work period, government facilities, property, and materials shall be secured.

5.4.1. Key Control. The contractor shall establish and implement methods of ensuring that all keys issued to the contract employee by the government are not lost or misplaced and are not used by unauthorized persons. NO KEYS ISSUED TO THE

CONTRACTOR BY THE GOVERNMENT SHALL BE DUPLICATED. THE

CONTRACTOR SHALL DEVELOP PROCEDURES COVERING KEY

CONTROL THAT SHALL BE INCLUDED IN THE QUALITY CONTROL PLAN.

SUCH PROCEDURES SHALL INCLUDE TURN-IN OF ANY ISSUED KEYS BY

PERSONNEL WHO NO LONGER REQUIRE ACCESS TO LOCKED AREAS.

5.4.1.1. The contractor shall immediately report the occurrences of a lost or duplicate key to the E&TS Chief, who will then inform the Base Contract Officer.

5.4.1.2. In the event keys are lost or duplicated, the contractor shall, upon written direction of the contracting officer, re-key or replace the affected lock or locks;

however, the government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the government and the total cost deducted from the monthly payment due the contractor.

5.5. OPSEC/Cyber Security: Must train & remain current with all operation security, Force

Protection measures and cyber security.

5.6. HOURS OF OPERATION.

5.6.1. Normal Hours of Operation. The contractor shall perform the services required under this contract during the following hours: Monday – Friday 0730 – 1630 hours.

Contractor will not be scheduled on federal holidays or weekends.

5.6.1.1. Recognized Holidays. The contractor is not required to provide service on the following days: New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day. If the holiday falls on Saturday, it is observed on Friday. If the holiday falls on a Sunday, it is observed on Monday.

5.7. Emergency Services. On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours described above, not to exceed 40 hours per week.

5.8. RECORDS. The contractor shall be responsible for creating, maintaining, and disposing of only those government required records that are specifically cited in this PWS or required by the provisions of a mandatory directive, including the ITAM inventory, and all applicable publications and forms. If requested by the Government, the contractor shall provide the original record or a reproducible copy of any such record within five working days of receipt of the request.

5.9. ENVIRONMENTAL CONTROLS

5.9.1. Compliance with Laws and Regulations. The contractor shall be knowledgeable of and comply with all applicable requirements regarding environmental protection. In the event environmental laws/regulations change during the term of this contract, the contractor is required to comply as such laws come into effect. If there is an increase or decrease in cost because of the change, the contractor shall inform the Contracting Officer pursuant to notice requirements and negotiate a modification to the contract.

5.9.2. Material Storage and Use. The contractor shall follow manufacturer’s guidelines and professional recommendations for control of humidity, temperature, cleanliness, and materials handling. This includes hazardous materials.

5.10. GOVERNMENT OBSERVATIONS. Government personnel, other than contracting officers (COs), may from time to time, with CO coordination, observe contractor operations. However, these personnel may not interfere with contractor performance or make any changes to the contract.

5.11. SAFETY REQUIREMENTS. In performing work under this contract, the contractor shall:

5.11.1. Perform work in a safe manner as required by OSHA 2206, General Industry, Occupational Safety and Health Standards (29 CFR 1910).

5.11.2. Develop and provide at the start of the orientation period or the start of the first operational performance period (if there is no orientation period) a safety plan for the protection of government facilities and property and to provide a safe work environment for contractor personnel.

5.11.3. Record and report promptly (within one hour) to the contracting officer or designated government representative (GR), all available facts relating to each instance of damage to government property or injury to either contractor or government personnel.

5.12. SPECIAL QUALIFICATION & TRAINING.

5.12.1. Computer & Telecommunications Support Technician: To be granted access rights to Nellis AFB networks, contractor must have/maintain Computing Technology Industry Association Security+ certification and all other certification requirements IAW base network requirements. Contractor must complete all requirements to retain access rights IAW base network policy and procedural guidance at the expense of the contractor.

5.12.1.1. At least 2 years of proven experience in computer hardware and software application support, excellent customer service skills, verbal communication skills, and appropriate related professional work or volunteer experience of at least 1 year is required. Knowledge of/experience with Air Force computer/network security regulations is mandatory. Must be able to utilize Microsoft Office 360 (including Internet Explorer). Must be able to install and operate multi-media software using stand-alone or networked computers. Must be able to trouble-shoot software problems.

5.13. CONTINUATION OF ESSENTIAL DOD CONTRACTOR SERVICES DURING

CRISIS IAW DoDI 3020.37, Computer & Telecommunications Support Technician and Test Examiner IAW AFI 63-124, para 2.7.1, and DODI 3020.37 this requirement is not considered mission essential.

5.14. PHASE OUT.

5.14.1. If there is a change in contractor or if the operation reverts to in-house, the incumbent contractor will provide familiarization, to the government or the follow-on contractor, whichever the case may be.

5.14.2. During the phase-out familiarization period, the incumbent Test Examiner will be fully responsible for the operation of all military test examination.

5.14.3. The government reserves the right to conduct site visits in all contractor’s operated facilities in conjunction with the solicitation of offers for the follow-on contract. In the event the follow-on contract is awarded to other than the incumbent, the incumbent contractor will cooperate to the extent required to permit an orderly change over to the successful contractor. Regarding the successor contractor’s access to incumbent employees, a recruitment notice may be placed in each facility.

5.14.4. Contract may be modified or terminated at any time upon mutual agreement between the contractor and the appropriate Air Force representative. Written notification of intent to terminate services under the contract must be provided a minimum of 30 days in advance of proposed termination effective date.

5.15. PUBLICATIONS. Compliance with all publications, regulations and operating instructions provided by the Government is required.

5.16. CONTRACTOR PERSONNEL.

5.16.1. Contract Manager: The contractor shall provide a contract manager who shall be responsible for the performance of the services. The names of the contract manager shall be provided to the CO & E&TS Chief in writing prior to the beginning of the first performance period.

5.16.2. The contract manager or alternate (if applicable) shall have full authority to act for the contractor on all contract matters relating to daily operations of this contract.

5.16.3. The contract manager or alternate (if applicable) shall be available during normal duty hours within two (2) hours to meet in-person or virtually with government personnel (designated by the CO) to discuss problems. After normal duty hours the manager or alternate shall be available the next duty day.

5.16.4. Contractor personnel shall present a neat appearance and be easily recognized as contractor employees. This may be accomplished by wearing distinctive clothing bearing the name of the company or by wearing appropriate badges, which contain the company name and employee name in English.

5.16.5. The contractor shall not employ any person who is an employee of the U.S.

Government if employing that person would create a conflict of interest.

Additionally, the contractor shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval according to DOD 5500-7-R Joint Ethics Regulation. The contractor shall not employ any person who is an employee of the Department of the Air Force if such employment would be contrary to the policies in AFI 64-106

5.17. CONTRACTOR FULL-TIME EQUIVALENT REPORTING.

5.17.1. The contractor shall report ALL contractor hours required for performance of services provided under this contract for the Computer & Telecommunications

Support Technician and Test Examiner separately via a secure data collection site.

The Contractor is required to completely fill in all required data fields at SAM.GOV.

5.17.2. Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September.

While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the SAM.GOV help desk.

5.18. REPORTING PERIOD: Contractors are required to input data by 31 Oct of each year.

5.19. USES AND SAFEGUARDING OF INFORMATION: Information from a secured website is considered to be propriety in nature when contract number and contractor identify are associated with the direct labor hours and direct labor hours. At no time will any data be released to the public with the contractor’s name and contact number associated with the data.

5.20. USER MANUALS: User manuals for government personnel and contractors are available at https://www.e-publishing.af.mil/.

APPENDICES

1. ACRONYMS & ABBREVIATIONS LIST

Acronym/Abbreviation Definition

AF Air Force

AFAEMS Air Force Automated Education Management

System

AFB Air Force Base

AU Air University

CAC Common Access Card

CBT Computer-Based Test

CFR Code Federal Regulation

CO Contracting Officer

DL Distance Learning

DLA Defense Logistics Agency

DLPT Defense Language Proficiency Test

DOD Department of Defense

E&TS Education & Training Section

FAA/JSAMTCC Federal Aviation Administration / Joint Service

Aviation Maintenance Technician Certification Council

FSDE Force Support Development Education

GR Government Representative

ITAM Information technology Asset Management

OSHA Occupational Safety and Health Act

PBSA Performance Based Service Acquisition

PWS Performance-Based Work Statement

QA Quality Assurance

QAP Quality Assurance Personnel

QCP Quality Control Program

USAF United States Air Force

2. ESTIMATED WORKLOAD DATA.

Section

NAME

ESTIMATED QUANTITY

A

Provide computer technology, equipment, and peripheral support to E&TS.

Hours

Per Year

3. PUBLICATIONS/INSTRUCTIONS.

Applicable Publication/Instruction /Name Date Paragraph/Chapter DAFI 36-2670 Total Force Development 9 Nov2023 Chapter 6