Attachment 3 - ESC CSCS Task Performance Work Statement Level 2 Desktop Support V4.0.docx

Enterprise Services Center (ESC)

AMK-260

CUSTOMER SERVICE CENTER

SUPPORT

Task Performance Work Statement (TPWS) Level 2 – Desktop Support (AMK-262) Attachment 3 February 14, 2022 Version 4.0

Attachment 3, Page 2 of 14

Task Performance Work Statement (TPWS) Level 2 - Desktop Support Deskside Support & Implementation Unit/AMK-262

COR/Routing Symbol: Lance Smiley

Type: Firm Fixed Price

Period of Performance: Base Year + four, one-year options

1.0 Introduction and Overview

The Enterprise Services Center (ESC) is an organization located at the Mike Monroney Aeronautical Center (MMAC) in Oklahoma City. T ESC actively pursues new business in support of the Government’s initiative for cross-agency servicing using Shared Service Providers, thereby realizing economies of scale. ESC consists of the AMK-1 Director, AMK-10 Enterprise Business Office, AMK-20 Business & Resource Support Office, AMK-200 the Information & Digitial Services (I&DS) Division, and AMK-300 Financial Services (FS) Division. Within the AMK-200 Organizational chart is AMK-260 Customer Service Center (CSC) Branch.

The Customer Services Division houses the ESC Customer Service Center (CSC) Deskside Support and Implementation Unit (AMK-262), which provides Level 2 Support (L2S).

2.0 Background

L2S provides advanced technical services and supports approximately 4,500 desktop, laptop and tablet computers for franchise supported customers at the MMAC. The FAA Information Technology (IT) infrastructure is a Microsoft network domain environment primarily utilizing Microsoft Windows operating systems and productivity software running in Intel-based computers (desktops, laptops, slates/tablets and servers). L2S provides support for Apple desktop and laptop computers.

L2S supports commercial-off-the-shelf (COTS) software as well as internally developed applications. Imaging and configuration of new PCs and reimaging of existing PCs is accomplished through the use of Microsoft Windows Deployment Services (WDS) and Microsoft Power Shell scripts. The Contractor must support any and all future technologies implemented into the FAA IT infrastructure as determined by the Government. L2S services include Remote Administration Support, Computer Deployment and Process Automation Services, Deskside Hardware and Software Support, Asset and Quality Management (ISO) Services, and Special Projects Services.

The Contractor must provide Computer Deployment Services and Asset and Quality Management Services.

3.0 Description of Work

The Contractor must effectively administer, manage, and perform the duties and responsibilities as defined in this TPWS. The ESC uses Service Level Agreements with its customers which reflect the Acceptable Performance Levels in this TPWS. The Contractor must be responsible for providing project supervision and for assuming a role with the Government in providing technical solutions and in securing and retaining business. Contractor personnel will be performing work as required.

The contractor must provide superior computer hardware and software installation, configuration and troubleshooting support to ESC L2S customers, to include moving the PC from the customer’s location to the L2S facility if needed, imaging and updating it, installation and configuration of non-standard application software, encryption if a mobile device (laptop, tablet, etc.), and returning the PC to the customer’s location for completion of installation and configuration for use with Microsoft Windows or Apple Operating Systems.

Tickets are broken downs as follows:

PC Deployment Services – Existing Employee Setup

90 Total Tickets*

20 Business Days** (assumes employee has working device)

*Based on previous 15 month average of submitted Remedy tickets.

**Each deployment has multiple tasks with a metric for each task

3.1 Level 2 Computer Deployment Service for Existing ESC Supported Customers:

The contractor must:

· Have the ability to lift a minimum of 50 pounds in order to transport equipment;

· Accept all methods of contact (e.g., email; telephone; etc.) and respond in a manner that meets the applicable metrics;

· Monitor the Deployment Administration queue in the Information Technology Service Management (ITSM) software tool for active tasks;

· Clearly and accurately detail, monitor, and track 100% work events logged for computer setup and configuration actions in the ITSM software tool;

· Assign service request events to the technician’s personal event queue in the CSC ITSM software tool (currently BMC Remedy) as required;

· On-site travel to multiple MMAC buildings is required. Travel to local off-site locations may be required. If needed, the Gov’t must provide a vehicle to an authorized contractor for travel requirements between Government facilities.

See Appendix 1 – Performance Work Statement for Customer Service and Personal Computer Support contract, paragraph 3.6.;

· Accept and work expedited requests (e.g. VIP) with an expected volume of no more than twelve (12) requests per month. Contractor is responsible for notifying the COR and the customer in writing for each request;

· Work Stoppage incidents that have been verified by the COR must not be the responsibility of the contractor;

· Tickets/Events may not be placed on hold in the ITSM software tool without COR approval.

3.2 Asset and Quality Management (AQM) Support

The contractor must:

· Perform duties as described in documented job guides;

· Monitor the ITSM queue for new active tasks or work orders;

4.0 Definitions/Acronyms

Belarc. Allows users to reduce their software license and maintenance costs, manage their hosts' configurations and more. BelManage is based on Belarc's Cloud architecture, uses a single Intranet server and database, and automatically creates an accurate and up-to-date central repository (CMDB) of software, hardware and security configurations.

Bomgar. Bomgar helps security and support professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world.

Change. The process of moving from one defined Change Management state to another.

Change Request (CRQ). There are two types of change requests. The first is a customer initiated change request (e.g., new computer set-up; etc.). The second is a formal request submitted to the Change Control Board (CCB) to change the IT infrastructure, services, or documentation.

Computer Based Training (CBT). Training done via computers, web based, packaged and hosted videos. Advantages are less expensive to deliver than Facility Led Training (FLT), less labor (no instructor), greater productivity because representatives are not off the phones for long periods of time, and can be delivered to a representatives’ computer, eliminating the need for a classroom. Limitations are that CBT does not provide human reinforcement, it’s not as effective for soft skills training, and there is a lack of group interaction.

Configuration Item (CI). Any component of the IT infrastructure, including documentation such as METRIC or Change Request (CRQ), which is or should be under the control of configuration management.

Configuration Management Data Base (CMDB). A database in which accurate, up to date information about CIs and their relationships is stored.

Contracting Officer (CO). The person authorized to act on behalf of the Government to negotiate and award contracts and modifications thereto, and to administer contracts through completion or termination. Except for certain limited authority delegated by the CO to a technical representative, the CO is the only individual with the authority to direct the work of the Contractor.

Contracting Officer’s Representative (COR). The Government representative responsible for technical content of the contract and any subsequent task(s). This person will be responsible for monitoring Contractor’s performance and will be involved with modifications or changes to the contract or Statement of Work, Program Reviews, and overall Contractor’s performance.

Customer Service Center (CSC). The organization in ESC that provides service desk, production control, and ITSM administration support for the FAA, DOT and other federal agencies. It is located at the Mike Monroney Aeronautical Center in Oklahoma City.

DOT. Department of Transportation.

Escalation. Passing information about, or requesting action upon an incident, problem or change to more senior staff or other specialists.

FAA. Federal Aviation Administration.

Frequently Asked Questions (FAQs). A list of questions that are repetitively asked of Customer Support Representatives. If a user views the FAQ list, they will find answers to the most commonly asked questions, saving the support organization time and effort in handling repeat questions or problems.

Incident. Event which is not part of the standard operation of services and causes an interruption to, or a reduction of, the quality of that service.

Incident Management Process. A stepwise progression of the procedures necessary to restore IT services, as well as those necessary to manage the ongoing process.

Information Technology Infrastructure Library (ITIL). A set of internal directions for managing organizations that focuses on IT. ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of well-defined best practices, drawn from public and private sectors, and includes a comprehensive qualification scheme, accredited training, organizations and supporting implementation and assessment tools. ITIL is an overall plan for managing information technology services.

ITSM. IT Service Management.

Intranet. A network internal to an organization that is based on the protocols of the Internet (namely TCP/IP).

McAfee Endpoint Encryption. Encryption software used in the FAA to encrypt the entire hard drive of laptops and mobile devices.

MMAC Program Manager. The Government representative responsible for managing the contract at a high level. For example, involved with modifications or changes to the contract or Performance Work Statement, Program Reviews, and overall contractor’s performance.

Acronym Full Name

ESC Enterprise Services Center

5.0 Performance Outcome(s)/Deliverable(s)

5.1 Outcome No. 1: Computer Deployment Support for existing employees

5.1.1 Task 1: Level 2 – Effectively and efficiently set-up and configure computers for existing employees per the FAA approved requests;

a. Deliverable(s):

1. PC must be picked up from customer if required, imaged and updated, software installed and configured, encrypted if needed. METRIC standards 95% of the time. Metric standard is 7 business days from the contractor’s creation of the task;

2. PC must be returned to customer location and functionality tested with the customer within maximum time to meet METRIC standards 95% of the time. Metric standard is 10 business days from the start of the task;

3. Follow up and resolution of outstanding issues and proper documentation of hardware assets within maximum time to meet metric standards 95% of the time. Metric standard is 3 business days from the start of the task;

4. ITSM tool must be updated with work performed 100% of the time. Metric must be a 10% random spot check;

5. Customer satisfaction rating must be at 95% or higher. Metric standard is a survey result of Satisfactory (3.5 or higher on a scale of 5 is considered Satisfactory).

5.2 Outcome No. 2: Maintain Knowledge sharing databases (e.g., KSN) and knowledge articles (e.g., BMC Remedy)

5.2.1 Task 2: Asset and Quality Management Support

a. Deliverable(s):

1. Asset management work includes researching, tracking and associating computer assets to individual users within the ITSM software tool. Metric standard is ten (10) business days to completion from receipt of work assignment, which must be accomplished 95% of the time.

2. Create, validate and maintain knowledge articles. Documentation is based on the support of 800+ software applications and associated knowledge base articles, ISO documentation, and other work related knowledge articles. Metric Standard is 15 days to completion from instruction to document.

5.3 Tiered Levels of Service

Levels of deployoment service, and related pricing, must be based on the total number of submitted Remedy deployment requests to install a replacement computer for an existing employee. These are the tiers of service based on deployoment tickets submitted. Tiers will be reviewed quarterly and revised based on the average monthly tickets submitted exceeding 110% of average during that quarter.

5.3.1 : Task Deployment Change requests per year Tier 1: 0 tickets per year. (no contractor support)

Tier 2: Up to 720 deployment change requests per year

Tier 3: Up to 1080 deployment change requests per year Add-on (small): Up to 90 deployment change requests per quarter

Add-on (large): Up to 180 deployment change requests per quarter

5.3.2 : Task 2: Asset and Quality Management Support requests per year

Tier 1: 0 tickets per year. (no contractor support)

Tier 2: Up to 516 asset requests per year.

Tier 3: Up to 840 asset requests per year.

Add-on (small): Up to an additional 72 asset requests per quarter .

Add-on (large): Up to an additional of 144 asset requests per quarter.

6.0 Reference Documents (if applicable and subject to change)

National Institute of Science and Technology (NIST) policies (http://usgcb.nist.gov/ to include agency deviations)-most current

7.0 TPWS Support Requirements

Contractor must provide a on-site task lead functions to include:

a. Coordinating with the COR on task issues/concerns;

b. Performing work on the task;

c. Providing OJT to new contract employees;

d. Managing and assigning work to contract employees;

e. Managing contract employees leave, schedules, timecards, etc.

f. Responsible for quality assurance and monitoring;

g. Resolve discipline actions with the Contractor’s employees;

h. Address disputes/customer complaints with COR;

i. Attend meetings pertaining to contract performance as required by the CO/COR or Contractor PM.

8.0 Place of Performance

Unless otherwise specified, the principal place of performance for this task is at the Mike Monroney Aeronautical Center in Oklahoma City, Oklahoma. Place of Performance must be in the 48 contiguous states.

9.0 Work Schedule

L2S Hours of Operation are between the hours of 0600 to 1800 Central Time, Monday through Friday, excluding Federal Holidays.

10.0 Training

Reference paragraph 2.10 of the PWS.

11.0 Travel

Reference paragraph 2.9 of the PWS.

12.0 Privacy and Security Requirements

ESC Desktop duties, functions and tasks performed require a Moderate Risk Assessment. The costs associated with security background checks for contractor employees will be the responsibility of and born by the contractor.

13.0 Government Furnished Property

Reference paragraph 3.3 of the PWS.

14.0 Government Surveillance - Inspection and Acceptance Criteria The Government must evaluate the contractor’s performance on this task in accordance with the Technical Exhibits provided in pagragraph 15.0 below.

The Exhibits are focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards must be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

15.0 Technical Exhibits

15.1 Technical Exhibit 1 - Performance Requirements Summary

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Task Deliverable(s)

TPWS

Paragraph 5.1.1 Task 1: Level 2 – Computer Deployment Support for Existing Employees NIST policies ESC SPDA’s SCCM Testing and Deployment Process document.

FAA Order 1800.66 or current decision from FAA TCB or ESC security group FAA TCB IT Standards

TPWS 5.1.1.a.1

TPWS

Paragraph 5.2.1 Task 2: Asset and Quality Management Support n/a

TPWS 5.2.1.a.1

1. PC

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