Attachment 1 - SOW for IT Support at USDA - Wenatchee and Hood River Locations.pdf

STATEMENT OF WORK

IT SUPPORT SERVICES AT THE

TREE FRUIT RESEARCH LABORATORY

WENATCHEE, WA

1.0 Introduction

The Agricultural Research Service (ARS) is the U.S. Department of Agriculture’s chief scientific in-house research agency. Our job is finding solutions to agricultural problems that affect

Americans every day from field to table. Here are a few numbers to illustrate the scope of our organization:

➢ 690 research projects within 17 National Programs

➢ 2,000 scientists and post docs

➢ 6,000 other employees

➢ 90+ research locations, including overseas laboratories

ARS conducts research to develop and transfer solutions to agricultural problems of high national priority and provide information access and dissemination to:

➢ Ensure high-quality, safe food, and other agricultural products;

➢ Assess the nutritional needs of Americans;

➢ Sustain a competitive agricultural economy;

➢ Enhance the natural resource base and the environment;

➢ Provide economic opportunities for rural citizens, communities, and society as a whole;

and

➢ Provide the infrastructure necessary to create and maintain a diversified workplace.

2.0 Scope of Work

The Tree Fruit Research Laboratory, located in Wenatchee, WA, requires a contract for task-based Information Technology support services to operate and maintain IT resources including;

desktop computer operations, administrative management software, and troubleshooting operational problems. In addition, the incumbent (individually and in coordination with others) is responsible for the activities involved with Servers, Network Infrastructure, Security, and

Documentation. The work focuses on the quality and responsiveness of customer support services. These requests for service will be originated on a support ticket submission basis and evaluated based upon the definition of scope within this document.

The technical advice and actions of the Contractor have a direct impact on the accuracy, adequacy, and timeliness of data processed involved in business and mission requirements. The

Contractor will operate per the direction provided in section 3 General IT Services Tasks. In addition, the Contractor works with customers in resolving time sensitive issues (on a prioritization basis within prescribed operating hours) and to ensure effective systems operations.

The Contractor shall comply with all requirements of the Privacy Act of 1974 and the current

Computer Security Acts (FISMA, FITARA, etc.), and applicable vendor and manufacturer warranties.

2.1 Complexity

Assignments involve a depth of analysis in several specialized areas of data processing including system maintenance, feasibility studies, implementation, and testing Work involves incorporating various software packages and systems, installing hardware, planning future developments, and serving as a technical resource.

Projects are in support of the diverse needs of the assigned Location and involve a wide range of degrees of computing intensity, complexity and sophistication. The Contractor analyzes the needs of the users and routinely installs hardware and software updates with as little impact as possible to the user community. Constant awareness and considerable effort are required to ensure that hardware and software operate efficiently and reliably and in a secure environment.

3.0 General IT Services Tasks

The Contractor is responsible for Customer Support, Network Data Communications, System

Administration, Security, and interacting with the location’s telecommunications provider. The incumbent is also responsible for providing network computer support to the unit’s remote worksite in Hood River, OR.

3.1 IT Equipment Support Tasks

The Contractor shall provide maintenance, repair, and training services for all workstation and peripheral equipment; approximately 20 networked computers, five off-network computers, and

20 users. Microsoft Operating Systems (OS) are the predominant workstation operating systems, with some Mac, Unix-, and Linux-based systems, as well. Anti-virus, Encryption and certain other monitoring clients are on all government equipment as required.

The Contractor shall be responsible for the following (not exhaustive);

A. troubleshoot and correct equipment malfunctions;

B. install printers, monitors, circuit boards and chips;

C. provide technical support and representation in acquisition, evaluation and testing of equipment;

D. maintain equipment status, maintenance and repair records;

E. serve as representative in coordinating equipment in need of repair;

F. install and maintain network devices in an Active Directory environment as required;

The estimated level of effort for this position per year is as follows:

Labor Category: IT Specialist

Estimated Hours: 520 hrs per year

Support is to be task/project-based and provided as/when needed and requested. Regular or continuous monitoring by the service provider is necessary to gain awareness of support needs.

Government agency personnel (customers) will request service, as needs arise, by way of email or other ticketing system or mechanism as provided or required by the service provider. Service provider is responsible for developing or identifying a ticketing system or other mechanism that is readily accessible to customers and by which customers can submit requests for service. Such method must allow service provider to receive, acknowledge, and track customer requests.

Service provider is also responsible for ARS IT-directed maintenance, patching, and updating activities which will be communicated by way of email and may be expounded upon and explained by way of occasional conference calls. Service provider must receive and monitor these Government communications and complete required activities (tasks/projects) as directed.

As staff office customers do not have visibility of or expertise in such activities, the service provider will need to insert these activities into its queue without customer intervention or facilitation.

3.2 Software Support Tasks

Maintain operating systems; commercial software packages to keep systems current and updated so that they function properly; notify government personnel of any necessary upgrades and recommend a course of action; install and maintain software; and provide support and training to staff as appropriate.

3.3 Local Area Network (LAN) Tasks

There are approximately 20 networked computers and 20 users in an established Active

Directory (AD) Domain with various software packages installed. The network uses Cisco switches and routers. The connection to each desktop is 1000MB with POE (Power over

Ethernet) to the desktops.

3.3.1 Local Area Network (LAN) Support Tasks

A. perform the services necessary for the efficient and effective operation and maintenance of the Local Area Network (LAN);

B. install, configure, and maintain file servers, network operating systems, and related items in an Active Directory environment;

C. Respond to:

• Critical Issues (All users / Network Down) 30 Minutes

• Significant degradation of Service (large number of users or business critical functions affected) 2 hours

• Limited Degradation of Service (limited number of users or functions affected, business process can continue).4 hours

• Small service degradation small service degradation (business process can continue, one user affected). 1 business day

D. conduct systems backup as required;

E. review and analyze requests for network connectivity;

F. resolve problems with LAN;

G. facilitate install of LAN for new users;

H. interact with ISP to maintain Internet and Wide Area Network (WAN) connections as required;

I. assist in developing security and disaster recovery LAN policies as required;

J. provide assistance in developing and evaluating of technical specifications for proposals and bids.

3.4 IT Support Services

A. staff a Help Desk, during regular working hours, for computer assistance

B. maintain an electronic log of requests, actions, and history that shall be accessible via the

LAN.

C. provide computer repair services;

D. Conduct Cyber Security investigations as required by ARS/USDA within 24 or 48 hours as directed. Provide the appropriate written report(s) to the requesting Authority.

E. IT contractor shall be responsible for setting up and assisting all requests for Audio-

Visual equipment and systems.

F. IT contractor shall work with ARS a personnel to cleanse and dispose of center surplus computers and IT equipment.

G. Contractor shall be available to be onsite within 1 hour should a mission critical IT hardware failure occur.

3.5 Deliverables and Expected Outcomes

Examples of deliverables are:

A. Plans, reports, procedures, requirements, schedules, graphics, and miscellaneous administrative and IT documentation;

B. User manuals, maintenance documentation, technical text, charts, figures, tables, illustrations, training materials, monthly help desk reports and logs;

C. Quality assurance plans and procedures, and miscellaneous reports;

D. Prepares and attends Location, Area IT monthly meetings, ITSD and, ARS IT Town Hall quarterly meetings;

3.5.1 Monthly Progress Report

This deliverable will be a monthly report that describes the actions taken during the previous month, the actions planned for the next month, any operations issues and impacts. The monthly report will include the number of Help Desk request handled.

3.6 Personal Contacts.

Contacts include assigned Area and Location personnel and managers; ARS IT personnel, including Information Technology Services Division (ITSD) staff; hardware and software manufactures’ representatives; and technical support specialists. Contacts may take place formally or informally.

The purpose of contacts is to exchange technical information; to coordinate the resolution of hardware and software problems, to ensure new systems are operational; and to advise and serve as a resource on technical matters.

3.7 Administrative Controls

Work tasks will be assigned by appropriate local personnel and coordinated and prioritized in collaboration with the Administrative Officer. Also works with the PWA ITSD Team Lead who provides the overall guidance and objectives and is available for consultation. In addition, the incumbent works closely with other IT specialists.

The Contractor plans, organizes and carries out assignment; coordinates work with others;

determines the approach and methodology to be used; and keeps government informed of potential problems. Little technical instruction is provided.

Completed work is reviewed for effectiveness in meeting requirements, accuracy of estimated timeframes, projected problem areas, and coordination of projects with customers.

3.8 Physical Demand.

The work is generally sedentary, but some work may require intermittent periods of bending, walking, and carrying light to moderate objects (e.g., personal computers and peripherals, cartons of computer paper, computer manuals, etc.). The work may occasionally involve the use of small hand tools using the appropriate safety precautions.

3.9 Work Environment.

The work is typically performed in an office environment adequately lighted, heated, cooled, and ventilated and involves normal safety concerns.

3.10 Administrative Considerations

Hours of Work:

Contractor will work on assigned tasks during regular business hours of 0800-1630 to the extent practicable. Work outside of regular business hours may be permissible with adequate notice and prior approval from the Contracting Officer.

Holidays:

Performance will not be required on any federal holiday. These include: 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.

Delayed Arrivals, Early Releases and Non-Holiday Closures:

On infrequent occasions, the government enacts the deferred arrival of employees or the early release of employees from their work sites, typically at times of severe weather conditions. In some circumstances, the government may even close for the entire day.

If a delayed arrival is announced for the government on a day that the contractor employee is scheduled to work on-site, that employee is expected to make a reasonable effort to get to the site within 2 hours of their regularly scheduled time, as conditions permit.

If the contractor employee is already working on-site at the time an early dismissal is announced, (e.g., snow leave, holiday-eve dismissal), the government point of contact will determine if the contractor employee must remain on-site and on the job or if they may be excused early.

The contractor employee is not expected to report to work for periods of time that government offices are officially closed.

3.11 Access to Government Property, Personnel and Facilities

The government will provide office space, furniture, telephones, computer resources, office supplies, and document reproduction as needed to support this task. ITSD personnel will provide briefings on the technical aspects of the tasks. Technical references, operating manuals, user manuals, and data entry instructions are available at the place of performance.

4.0 Period of Performance

The period of performance is September 1, 2022, thru August 31, 2023, with four option years following. The exercise of option years under this contract is at the government’s discretion and is contingent upon the availability of appropriated funds for each respective Fiscal Year.

5.0 Place of Performance

Unless otherwise negotiated, places of performance are:

USDA ARS Tree Fruit Research Laboratory:

1104 N Western Ave., Wenatchee, Washington 98801, and

3005 Experiment Station Drive, Hood River, OR 97031

6.0 Guidelines.

Guidelines include Federal, Departmental and ARS IT directives, policies, procedures and bulletins; technical publications; user manuals for hardware and software; installation guides;

online references and precedents; user guides; contracting regulations; existing systems precedents; and as relevant GAO, OGC, OMB and GSA regulations and policies.

The Contractor uses judgment and ingenuity in interpreting guidelines, exploring and adapting new methods to resolve or improve existing procedures, and investigating trends and patterns for applicable technology. In addition, the Contractor uses judgment in interpreting specific user guides to determine reasonable solutions and alternative methods for modification and alteration of existing work processes.

7.0 Clearances

United States Citizenship is required. Based upon OPNAVINST 5510.1H, a contractor employee who supports the network requirements has an ADP-II level of responsibility and is subject to a favorable adjudication of a background investigation, cleared by the agency and must possess a final National Agency Check with Inquiries (NACI) prior to providing IT services to the lab. Contractor employees will receive specific ARS security training administered through the USDA’s AgLearn system.

All on-site contractors are required to provide information and identification in order to pass a security background check. Information will be used to obtain an identification badge. The badge must be identifiable at all time while in the building.

8.0 Qualifications

The entity selected shall have at least five years of experience operating primarily as an IT service provider. Service provider shall be evaluated in order to determine adequate reliability, competence, consistency, and expertise. Service provider is responsible to assign tasks to personnel who are appropriately qualified to perform those tasks and fulfill the government’s requirements as set forth in this statement of work and the contract as a whole, and as agreed upon during the course of the contract’s performance. Minimum qualification for service provider personnel is an undergraduate degree in a technical discipline from an accredited institution, or five years of relevant work experience in a field directly related to the work identified in the SOW, or a combination of such education and experience where the sum of the completed percentage of each at least 100%.

9.0 Criteria for Acceptance

Certification by the government of satisfactory services provided is contingent upon the contractor performing in accordance with the terms and conditions of the referenced contract, this PWS, the approved task proposal, any associated work orders, and all amendments.

This task order is not being used to procure personal services prohibited by the Federal

Acquisition Regulation (FAR) Part 37.104 titled “Personal services contract”

10.0 Information Sensitivity

The contractor shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations. The Contractor Program Manager shall ensure that all contract personnel take the required USDA Privacy training.

11.0 Protection of Information

Information about USDA networks and/or the security posture of any USDA information assets gathered or created under this PWS is sensitive but unclassified information. It is anticipated that this information will be gathered, created, stored within the primary government work location.

If contractor personnel must remove any information from the primary work area for any reason, the information must remain in the possession of the contractor at all times or locked in a secure location. If contractor personnel are away from primary work area for any reason, they must secure any hardcopy information by storing the information in a locked shelf or drawer and or use a password protected screen saver if the information is on a computer.

Prior approval must be obtained if the contractor must remove any materials from their work area

12.0 Compliance with Internet Protocol version 6 (IPv6) in Acquiring Information

Technology

A. Any system, hardware, software, firmware or networked component (voice, video or data) developed, procured or acquired in support or performance of this contract shall be capable of transmitting, receiving, processing, forwarding and storing digital information across system boundaries utilizing system packets that are formatted in accordance with commercial standards of Internet Protocol (IP) version 6 (IPv6) as set forth in the USGv6

Profile (NIST Special Publication 500-267) and corresponding declarations of conformance defined in the USGv6 Test Program. In addition, this system shall maintain interoperability with IPv4 systems and provide at least the same level of performance and reliability capabilities of IPv4 products:

B. Specifically, any new IP product or system developed, acquired, or produced must:

1. Interoperate with both IPv6 and IPv4 systems and products, and

2. Have available contractor/vendor IPv6 technical support for development and implementation and fielded product management.

C. As IPv6 evolves, the Contractor commits to working with the ISP for an appropriate migration path for each item developed, delivered or utilized.

D. The Contractor shall provide technical support for both IPv4 and IPv6.

E. Any system or software must be able to operate on networks supporting IPv4, IPv6 or one that supports both.

F. Any product whose non-compliance is discovered and made known to the Contractor within one year after acceptance shall be upgraded, modified or replaced to bring it into compliance at no additional cost to the government.

13.0 Contractor’s Organizational Requirements

In fulfilling the requirements of this Task, it is of paramount importance that the Contractor operates in the public interest. For purposes of definition, public interest includes complete objectivity and independence, free from any organizational, profit-related, or market-related conflicts of interest. Therefore, the Contractor, and employees and agents of the Contractor shall be, and shall remain, with respect to operations under this Task, free from organizational conflicts of interest, whether real or apparent, and whether financial or not financial.

14.0 Problem Notification

The Contractor shall notify the ARS Contracting Officer (CO) immediately of all problems that impact or potentially affect the contract, deliverable(s), or project schedule. Such notifications shall be made verbally during normal work hours or at the beginning of the next government workday. For each problem encountered, verbal notification shall be followed by a written report to the Contracting Officer within 24 hours after the identification of the problem.

15.0 508 SECTION

“All Electronic and Information Technology (EIT) procured through this task must meet the applicable accessibility standards at 36CFR 1194, unless an agency exception to this requirement exists.mm36CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended, and is viewable at https://www.section508.gov/ -Part 1194.”

https://www.section508.gov/