Attachment 55 - 006. PWS_ComputerProgrammer.docx

Attachment 55

Performance Work Statement for Navy Medicine Readiness & Training Command Yokosuka Computer Programming Support Services: Japan

1.0 SCOPE: The contractor shall provide computer programming and Tier 1 and Tier 2 computer help desk technical support to Navy Medicine Readiness & Training Command Yokosuka’s Information Management/Information Technology Department (hereinafter referred to as the IMD) for the Navy Medicine Readiness & Training Command Yokosuka and outlying clinics (hereinafter referred to as “theenclave”).

1.1 APPLICABLE DIRECTIVES:

· OPNAVINST 5100 and 5090.1 series, ISO 14001, Navy Occupational Safety and Health (NAVOSH)

· Program, Navy Medicine Readiness & Training Command Yokosuka safety and regulations. FLCY safety regulations.

· DoD 8570.01M and DoD 8140.01 series are Department of Defense Information Assurance and Cyber

· Security Workforce directives that regulate cyber security workforce minimum certification standards.

· DOD 5200.2-R series outlines the Department of Defense’s Personnel Security Program and stipulations for network access by military personnel, civilians, contractors, and local nationals.

· DHA PI 8140.01 series is the Defense Health Agency’s acceptable use policy for enclave users and

· IMD Tier 1 and Tier 2 technicians.

· SECNAV M-5239.2 series outlines requirements to for minimum annual continuing professional education credits.

2.0 REQUIREMENTS

2.1 SPECIFIC TASKS:

a. TASK 1. Information Technology Customer Support. Contractor shall manage Tier 1 and 2 IT Help Desk functions, assisting the IM/IT Assistant Department Head by assuring smooth integration of services to support all local and server-based Information Technology (IT) hardware and software in the Command. Contractor shall receive technical assistance request calls via telephone, electronic mail, paper mail, facsimile, and in-person requests. Contractor shall screen, analyze and resolve a variety of hardware and software problems and other system user requests, and assist users in overcoming functional problems by providing diagnostic assistance including, but not limited to: resolving hardware, software and network problems, analyzing user permissions, utilizing Active Directory for user access and security group management, print server management, peripheral install and configuration, basic network cabling and troubleshooting, and training users on IT best practices. Contractor shall move user computers as requested by users and as directed by the Chief Information Officer in the effective execution of equipment life cycle management. Life cycle management includes receipt, deployment, inventory management, and disposal of equipment. Contractor may, on occasion, be required to drive government vehicles on and between bases in the performance of duties. Contractor shall carefully record and document all technical assistance requests, producing and maintaining regular historical reports of department workload. Performance goals for TASK 1 are as follows: Process an average of 28 transactions per person, per day.

b. TASK 2. System Administration Support. Contractor shall provide as needed support to U.S. Naval Hospital (USNH) Yokosuka system administrators for all clinical and business information systems utilized in the hospital for trouble ticket support, system upgrades, and system deactivations / replacements. Contractor will serve as a liaison between USNH Yokosuka users, and IT system administrators and the Information Assurance Manager. Upon receiving technical assistance request calls for information systems, contractor shall work under the direction of the relevant USNH system administrator to screen, analyze, and ultimately restore functionality to the affected system. Contractor shall also detect and report any abuse of information systems by users, and re-direct assistance requests to proper system specialists, network and database administrators, Information System Security Manager (ISSM), training coordinators as applicable, and shall assist in major software installations and upgrades. Performance goals for TASK 2 are as follows: Process an average of five (5) transactions per person, per day

c. TASK3. Accounts Management.

Contractor shall provide new accounts, Manage and Support creation of, transition in, and transition out of enclave customers to the Navy Medicine or Medical Joint Active Directory Domains.

• Contractor work with the command’s Security Manager to ensure staff are only provided access for the duration of their employment within the enclave and for the length that they possess a valid security clearance that meets the minimum access requirements for their work in accordance with work assignments and as outlined in DoD 5200.2-R and DHA PI 8140.01.

• Contractor shall manage the file repository of all network account holders in accordance with the retention periods outlined in SECNAV M5210.1

• Contractor shall function as single point of contact and liaison between enclave users and IMD System Administrators for account requests to clinical and business systems and programs of record.

• Contractor shall manage enclave user details in the Defense Enterprise Email (DEE) management system, the Defense Enterprise Provisioning Online (DEPO).

• Contractor shall, where outfitted, conduct CAC unlocks using GFE systems in instances where enclave users lock their CAC and cannot access their network accounts.

d. TASK 4. IMD Process Improvement. Contractor shall provide weekly value added activities in direct support of the continuous process improvement (CPI) model that underpins high reliability organizations.

Contractor shall author, amend, update, and archive knowledge base articles for the use of enclave users as well as in support of Tier 1 and Tier 2 technicians. All knowledge base articles, user guides, or similar standard operating procedure documents shall be meet the intent of the Plain Writing Act of 2010 and be written at the 9th grade reading level and minimize technical jargon and terms where possible. Contractor shall participate in weekly meetings directly supporting CPI activities that are tied to IMD functions in support of the enclave.

Contractor shall actively participate as a team member in CPI initiatives and projects as assigned by the Contracting Officer Representative (COR) Performance goals for TASK 4 are as follows: Author, amend, or update at least 4 knowledge base articles or similar artifacts per month. Participate as an active team member of a chartered CPI project in at least 1 CPI project per month.

3.0 SKILLS AND KNOWLEDGE REQUIRED FOR THE POSITION:

Contractor personnel shall possess the necessary computer programming knowledge and skills necessary to carry out all assigned Help Desk duties, including knowledge of Microsoft Windows, the Microsoft Office Suite, Microsoft Exchange Server Administrator, the Composite Health Care System (CHCS), Windows networking concepts such as Windows NT/2000 Server, Active Directory and use of Ethernet in the local area network.

Additionally, contractor shall become increasingly familiar with enclave specific software and applications as well as newly deployed applications in order to provide the necessary support to enclave users. Contractor shall possess a high degree of customer service and be well adept in conflict resolution. The contractor shall also be capable of providing alternate resolution paths to Tier 1 and Tier 2 issues that are novel to the enclave and or the enclave users.

Contractor must be certified at the level of an Information Assurance Technical Level II technician in accordance with DOD 8570.01. Contractor shall maintain the requisite certification or approved higher level certification for the duration of the contract period. Additionally, the contractor shall complete, at no additional cost to the government, the minimum 40 continuing education hours as stipulated in SECNAV M-5239.2.

4.0 GUIDELINES

4.1 The contractor shall abide by Navy Medicine Readiness & Training Command Yokosuka cleanliness, safety and health standards consistent with the requirements of OPNAVINST 5100 series, Navy Occupational Safety and Health (NAVOSH) Program.

4.2 Federal, DOD, Navy, and local regulations, policies, standard, and precedents provide general guidance, but do not specify the approach to follow to accomplish the work. When guidelines are lacking, employee must generate new or improved methods to be tested, which may provide a basis for future guidelines. Considerable judgment is required in relating guidelines to the development of solutions to problems.

6.0 WORK HOURS:

Work shall normally take place during 1ST Shift, Monday through Friday 1, but may commence at any time during the shift as directed by the COR. A 40 hour work-week is calculated from Sunday to Saturday. Overtime will be allotted for up to 12 hours per month per Computer Programmer III and may be executed as requested by the IMD Operations Officer and approved by the COR. Weekend work may be required and shall be coordinated in advance with COR. Weekend work, where not statutorily forbidden, shall be completed as needed under the supervision of a government representative and will not exceed more than 8 hours per day.

7.0 PLACE OF PERFORMANCE:

The normal place of performance is at Navy Medicine Readiness & Training Command Yokosuka and Naval Family Branch Clinic Iwakuni, Japan.

Depending on circumstances, work may be performed at Branch Health Clinic Atsugi, Branch Health Annex Fuji, Fleet Recreation Center, Yokosuka, or any other location within the Yokosuka or Iwakuni area of responsibility and as prescribed by the COR.

8.0 WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Work is generally to be carried out in climate-controlled office spaces. Contractor personnel should be able to sit, stand and otherwise be physically able to carry out routine office work. Contractor personnel should also be able to lift up to 50 pounds for short periods of time and carry up to 10 pounds for longer periods when transporting equipment.

9.0 GENERAL SAFETY AND HOUSEKEEPING: Contractor personnel shall keep his/her work area in a clean, presentable, safe, and condition at all times. Adhere to Navy Medicine Readiness & Training Command Yokosuka policies and requirements.

10.0 CONTRACT SECURITY REQUIREMENT

The work under this order is considered as classified and the contractor personnel must meet DoD 8570-1M requirements for IAT Level 2 and must hold a current secret security clearance.

11.0 GOVERNMENT FURNISHED PROPERTY:

The government will provide, consumable supplies required for the tasks listed above, work space at the Naval Hospital, Yokosuka, PC workstations with computer and government-owned light trucks necessary for the accomplishment of assigned tasks. The contractor shall maintain the assigned space in a neat and orderly manner. Contractor shall only use government-furnished facilities and equipment to accomplish the tasks required under this order. Personal or company use of phones, utilities, computers, printers, copiers, etc., not directly related to required services is strictly prohibited. Contractor shall not remove any government furnished equipment or supplies from the worksite without the express written permission of the Contracting Officer's Technical Representative or his/her designated representative.

12.0 DELIVERABLES/QSAP

Quality Levels Methods of Surveillance

Information Technology Customer Support Process an average of 25 transactions per day

inspections, observations and customer complaints - performance

System Administration Support Process an average of five (5) transactions per person, per day.

New Accounts Management Support Author, amend, or update at least 4 knowledge base articles or similar artifacts per month.

Participate as an active team member of a chartered CPI project in at least 1 CPI project per quarter..

IMD Process Improvement Author, amend, or update at least 4 knowledge base articles or similar artifacts per month.

Participate as an active team member of a chartered CPI project in at least 1 CPI project per quarter

15.0 Contracting Officer Representative

The Contracting Officer hereby designates the following individual for this task order.

COR:

Voice Phone:

E-mail: