Attachment A IDIQ PWS.pdf

Information Technology (IT)

Enterprise Support Services Performance Work Statement

140R8120R0005

IMT Enterprise Support Solutions IDIQ

Attachment A

Contents

Page

1.0 INTRODUCTION

2.0 BACKGROUND

3.0 OBJECTIVES

4.0 SCOPE

5.0 TECHNICAL REQUIREMENTS

6.0 SERVICE REQUIREMENTS

7.0 CONTRACT MANAGEMENT AND ADMINISTRATION

8.0 PERFORMANCE MEASUREMENTS

9.0 KEY PERSONNEL

10.0 PROGRAM AND TASK MANAGEMENT

11.0 STAFF CERTIFICATIONS

12.0 SUPPORT LEVELS

13.0 END-USER TYPES

14.0 TIERED SUPPORT STRUCTURE

15.0 TICKET PRIORITY LEVELS

16.0 DOCUMENTS

17.0 STANDARD OPERATING PROCEDURES

18.0 DATA/SOFTWARE RIGHTS

19.0 APPLICABLE DOCUMENTS

20.0 PERIOD AND PLACE OF PERFORMANCE

21.0 HOURS OF OPERATION

22.0 TRAVEL

23.0 TRANSITION PLANS

24.0 KNOWLEDGE TRANSFER

25.0 MEETINGS

26.0 REPORTS

27.0 GOVERNMENT FURNISHED PROPERTY

28.0 SECURITY POSTURE

29.0 SECTION 508

30.0 TASK ORDERS

31.0 QUALITY ASSURANCE SURVEILLANCE PLAN

32.0 DELIVERABLES

33.0 APPENDIX A – Acronym List

34.0 APPENDIX B – Contractor Non-Disclosure Agreement

35.0 APPENDIX C – DI-4002 Rules of Behavior for Computer Network Users

Reclamation Information Technology Enterprise Services Indefinite Delivery Indefinite Quantity (IDIQ)

Performance Work Statement Information Technology Enterprise Support Services

03/07/2020

1.0 INTRODUCTION

1.1 The Bureau of Reclamation (herein Reclamation) is a water management agency with 600 dams in the 17 western states. We are known best for construction of dams, power plants, and canals, including Hoover Dam on the Colorado River, Grand Coulee Dam on the Columbia River, and

Folsom Dam on the American River. Reclamation is the largest wholesaler of water in the country and second largest producer of hydroelectric power in the western US. Reclamation is organized into five regions (Missouri Basin [MB], Upper Colorado Basin [UCB], Lower

Colorado Basin [LCB], Columbia Pacific Northwest [CPN] and California Great Basin [CGB].

The organization has additional offices and site locations across the western states, a complete listing of our offices may be found at the following web address;

https://www.usbr.gov/main/offices.html

2.0 BACKGROUND

2.1 The Bureau of Reclamation is transitioning its Information Management and Technology (IMT)

Support model from a decentralized “Regionally segregated” model to an Enterprise Service

Tower model where Tier 3 service will be performed by the Enterprise and Tier 1 and 2 services will be performed by the Regions. As part of the implementation of the Enterprise model

Reclamation is establishing an innovative, proactive environment to leverage continuous improvements and standardize Information Technology (IT) service delivery Bureau-wide. In support of this Reclamation has established an IT Service Management (ITSM) approach, using the IT Infrastructure Library (ITIL) Framework in support of this Enterprise model.

3.0 OBJECTIVES

3.1 The objective of this Indefinite-Delivery Indefinite-Quantity (IDIQ) contract is to acquire

Contractor services for a range of IT requirements in the areas of software, hardware, systems and support services.

3.2 Provide support services regardless of the selected engineering lifecycle path, methodology or approach for development and delivery of program capabilities. Reclamation development paths may include Waterfall, Iterative, Commercial-Off-the-Shelf (COTS), Mobile Apps, Managed

Services or other Reclamation approved paths.

3.3 All IT support and services shall meet Reclamation and Department of the Interior guidance, instructions, regulations, policies and technical requirements as identified herein and supplemented at the Task Order level, if applicable.

3.4 The scope of work for this requirement is set forth as a collection of task areas necessary for successful project planning, management and execution. The task areas are:

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3.4.1 Project Management Support

3.4.2 Enterprise Life Cycle (ELC) Support

3.4.3 Business Analysis Support

3.4.4 Change and Release Management Support

3.4.5 Helpdesk End-User Support

3.4.6 Database Administration

3.4.7 Network Administration

3.4.8 Data Center Management

3.4.9 SharePoint Development and Administration

3.4.10 System Administration

3.4.11 Engineering and Architecture Support

3.4.12 Enterprise Testing Support

3.4.13 Applications Development and Support

4.0 SCOPE

The activities and responsibilities of the Contractor shall include those identified under the task areas listed below. Specific activities and deliverables shall be fully defined in individual Task Orders.

4.1 Task Area – Project Management Support

4.1.1 Contractor shall support the planning, management, and execution of projects that comprise the Reclamation programs and releases, applying expertise rooted in project management best practices. Contractor shall support each project with project planning and management, milestone status tracking and reviews, risk and issue identification, tracking and resolution and participation in program and release level activities. Contractor shall provide project support that aligns with the

Reclamation development path, methodology, and delivery approach.

4.1.2 Contractor shall ensure each project has effective and efficient project planning and management guidance and insight necessary to successfully deploy assigned capabilities. Contractor shall ensure utilization of lessons learned from other programs, releases, and projects are effectively applied to minimize and mitigate project risks and deficiencies.

4.2 Task Area – Enterprise Life Cycle (ELC) Support

4.2.1 Contractor shall support in the selection, tailoring, management, and execution of

ELC paths, methodologies, and approaches for development and delivery of program capabilities. Selected ELC development paths shall include Waterfall, COTS, Mobile Apps, Managed Services or another Reclamation approved path.

Selected development and delivery approaches include Waterfall, Agile, and

DevOps. Contractor shall employ best practices and proven expertise in managing and executing capability delivery utilizing these paths, methods, and approaches.

Agile expertise shall include the ability to employ the Scaled Agile Framework

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(SAFe) as appropriate to realize the benefits of Agile and Lean development at enterprise scale. As specified by Reclamation, Contractor services and support shall be provided in alignment with existing Reclamation frameworks, processes, standards, and tools.

4.2.2 Contractor shall support development and execution of strategies for frequent and continuous building, testing, integration, and deployment of software, utilizing automation, whenever possible, to provision, configure, and modify environments and infrastructure.

4.2.3 Contractor shall provide rapid, reliable and low-risk delivery of high-value, high-quality program capabilities produced in close collaboration with integrated business and IT stakeholder teams through adaptive planning, evolutionary development and rapid and flexible response to change.

4.3 Task Area – Business Analysis Support

4.3.1 Contractor shall provide business process analysis, business process reengineering support, and project assessments to the program.

4.3.2 Contractor shall provide the program with requirements engineering support applying subject matter expertise and best practices for requirements development, analysis, management, traceability, validation and tool integration.

4.3.3 Contractor shall continuously assess requirements to verify and maintain traceability and to ensure persistent alignment with evolving business needs, solution architecture, change requests and other dependencies.

4.3.4 Contractor shall ensure business process integration points and impacts to or from the Reclamation programs are captured, coordinated and communicated to business and IT stakeholders to inform requirements, design, development, delivery, quality assurance, and transition planning efforts as needed. Contractor shall develop requirements engineering process that integrates with Reclamation enterprise processes and tools provides visibility into all program and project requirements, maintains and illustrates requirements traceability from business benefits and needs through deployment and facilitates rapid identification of issues.

4.4 Task Area – Change and Release Management Support

4.4.1 Contractor shall support Configuration Management (CM) functions including

Engineering Review Board (ERB) activities, Change Control Board (CCB) activities, Change Advisory Board (CAB) activities, business rule changes, configuration identification, configuration control, configuration status accounting and configuration audits.

4.4.2 Contractor shall track and document all configuration items included in baseline releases during design integration, testing, fielding and sustainment.

4.4.3 Contractor shall assist in managing existing Change Management and Change

Control processes and procedures for the Reclamation Program.

4.4.4 Contractor shall provide support to the inherently governmental role of managing the mature change management and change control process that controls the lifecycle of

Modified Date: 6/3/2020 12:29 PM Page 7 of 48 all changes and enables beneficial changes to be made with minimum disruption to

IT services. Each Release has the planning and management guidance and insight necessary to successfully deploy assigned capabilities. Contractor shall ensure lessons learned from other programs and prior releases are effectively applied to minimize and mitigate program risks and deficiencies. Contractor shall provide consistent configuration management that implements standard documentation and reporting methods and provides a single logical view of all IT components and connections needed to effectively deliver IT services to customers.

4.5 Task Area – Helpdesk End-User Support

4.5.1 Contractor shall provide service desk support to the end-users and the Government’s information technology support staff at the best value to the Government, which includes minimizing contract, management, and administration cost. The service desk supports the Government’s IT service programs by ensuring access to the IT organization’s expertise and by performing various supporting activities.

4.5.2 Contractor shall provide Problem Management support. Problem Management includes the activities required to diagnose the underlying cause of incidents with the goal of preventing incidents of a similar nature from recurring. The Problem

Management process is also responsible for ensuring problem resolution is implemented through appropriate control procedures, such as change and release management. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time.

4.5.3 Contractor shall Implement ITIL compliant processes that embed standardized, efficient, effective, best-practice processes throughout the support organizations and in the interfaces between service providers and shared Government services.

4.5.4 Contractor shall provide diagnostics of computer hardware, network systems and computer software programs accurately and quickly. Contractor shall use good judgment to determine if the Contractor can assist the customer immediately or need to escalate the issue to an appropriate support.

4.6 Task Area - Database Administration

4.6.1 Contractor shall provide data services, data administration, and database management support in client/server, virtual machine, and cloud infrastructure environment and/or migrations between these environments. Contractor shall support the Government in the ingestion, data tagging, and overall management of data to support a data as a service model. These services support the installation, organization, storage, management, administration and retrieval of data for commercial and custom data base management systems (DBMS).

4.6.2 Contractor shall install, configure, manage and maintain Reclamation’s Corporate database environments, including overall support for current and new functions involving enterprise database standards, enterprise database systems and related activities.

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4.6.3 Contractor shall ensure that data is real time available, tuned for performance, protected from loss and corruption, and easily accessible as needed to the customer specific metrics to be defined in the Task Order.

4.7 Task Area - Network Administration

4.7.1 Contractor shall provide campus area, and/or local area network administration and maintenance support which shall include full engineering, design, integration, installation, operations and maintenance on an end-to-end basis. Contractor shall apply process improvement methodologies to enhance and refine existing processes and employ state-of-the-art networking solutions.

4.7.2 Contractor shall organize, install, and support Reclamation’s network systems, including local area networks (LANs), wide area networks (WANs), network segments, intranets, and other data communication systems. Contractor shall be responsible for the day-to-day operation of the network.

4.8 Task Area – Data Center Management

4.8.1 Contractor shall provide install, maintain, and support systems in a data center style environment or a virtual infrastructure within the Reclamation network or cloud environments. This includes a large group of network servers typically used by

Reclamation for storage, hosting, processing and distribution of large amounts of data or information.

4.8.2 Contractor shall support current transition activities, and any other future transitions and integration efforts. Contractor shall recommend strategies and courses of action that specifically address improved mission capabilities, data migration, capacity planning, systems/infrastructure engineering, and support activities and enterprise operations. Contractor shall actively engage, understand, and deconflict the relationships between technologies and other capabilities that will be operating in infrastructure as a service; platform as a service; and potentially application as a service, as well as all identified government specific data types and operation support activities.

4.8.3 Contractor shall ensure that data and services are available, protected from loss and corruption, and easily accessible as needed to the customer.

4.9 Task Area - SharePoint Development and Administration

4.9.1 Contractor shall provide support to the SharePoint environment, troubleshoot problems, and provide/implement suggested solutions. Contractor shall manage end-user accounts, permission and access rights.

4.9.2 Contractor shall ensure that SharePoint systems are complete and functional to support Reclamation’s mission needs.

4.10 Task Area - System Administration

4.10.1 Contractor shall install, maintain, and support systems with multiple operating systems (Windows and Linux) in both physical and virtual environments. Contractor

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Administration, including overall support for current and new functions.

4.10.2 Contractor shall patch operating systems on a regular scheduled basis and when critical emergency patching is needed. Contractor shall be responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization.

4.10.3 Contractor shall install, support, and maintain servers or other computer systems, and plan for and respond to service outages and other problems. Contractor shall develop and maintain computer processes to identify operational and developmental systems. Contractor shall provide maximum reliability and availability on mission-critical systems used within the Reclamation's processes to accomplish work while providing improvements to existing or developing new processes for Reclamation.

4.10.4 Contractor shall maintain Reclamation’s technology infrastructure to ensure that system infrastructure is operating in a secure, effective and efficient manner to support Reclamation’s mission.

4.11 Task Area – Engineering and Architecture Support

4.11.1 Contractor shall provide technical expertise to ensure that the Architecture reflects the strategic direction of Reclamation.

4.11.2 Contractor shall produce initial engineering designs and technical documentation for

Reclamation project lead approval, prior to deployment. Deployment will include the physical installation, configuration, and testing of agreed upon solution followed by the maintenance and upkeep of any and all advanced networking technologies within Reclamation facilities.

4.11.3 Contractor shall support the establishment of technical prototypes, proofs-of-concept and limited operational pilots; as appropriate, to facilitate early investigation and assessment of candidate technologies, product and solutions to meet emerging program needs.

4.11.4 Contractor shall identify and manage technical dependencies and integration points between supporting systems, processes, policies, technologies, organizations, delivery partners, project teams, and any other identified stakeholder groups.

4.11.5 Contractor shall ensure that the roadmap and infrastructure strategy adhere to the

Reclamation enterprise architecture and target state and accurately reflect the planned goal and approach, including expected components and services and are accurately and completely implemented in architecture tools in use at Reclamation.

4.12 Task Area – Enterprise Testing Support

4.12.1 Contractor shall provide the capabilities necessary to functionally verify, perform regression testing, and confirm interoperability of mission and business applications, tools, and Web and portal services prior to promoting into the operational baseline.

Contractor shall support standard development and test environments, tools, and processes to facilitate maintenance releases, interoperability and speed of application delivery for the full life cycle of delivered applications.

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4.12.2 Contractor shall provide an accurate and updated Program Test Plan that reflects changes to the Release Plan.

4.13 Task Area – Applications Development and Support

4.13.1 Contractor shall provide integration and coordination support to the Applications

Development organization that encompasses risk mitigation planning, application system requirements management and impact coordination, test planning, deployment and operations/production process support, financial material weakness resolution and related integration and coordination activities as required.

4.13.2 Contractor shall review project and release designs, solution assurance plans and validation plans to identify risks associated with implementation and achieving expected objectives.

4.13.3 Contractor shall provide operational support processes and procedures that align with program tasks meet agreed upon objectives and are completed on schedule and in coordination with the program PMO and impacted projects.

5.0 TECHNICAL REQUIREMENTS

5.1 Contractor shall furnish adequate supervision and the labor necessary to perform all services in an orderly, timely, and efficient manner. The contract manager and/or program manager shall have the authority to act on behalf of the Contractor. The Contractor shall utilize qualified and experienced employees capable of achieving the goals established in the contract. All personnel will maintain current qualifications and clearances and obtain any and all training required to meet mission requirements. Contractor personnel are employees of the Contractor and under its administrative control and supervision. The Contractor through its personnel shall perform tasks herein.

5.2 Contractor shall provide support guidance across Reclamation with an overarching IT Service

Management strategic guidance/planning and apply innovative services, utilize optimization and performance delivery across Reclamation. Contractor shall assist with transformational strategic goals, by utilizing industry best practices, enhanced processes/solutions, propose alternatives, highlight potential risks, all in pursuit of optimizing the Enterprise-wide IT service delivery across the organization. Contractor shall provide recommendations on innovative design, development, implementation, and cultivation of IT service management, as a strategic asset and not only an organizational capability.

5.3 Contractor shall provide service design support that will include network infrastructure, situational awareness and material components required to improve quality of service and provide enhanced delivery of mission data between offered services and end-users. Provided services shall align back office delivery methodologies that improve end-user access to data and provide relevant and sustainable information deliver to all required mission relevant entities. All activities shall include changes and improvements required to enhance or maintain value to customers, provide continuity of services, and conform to standards and regulations

5.4 Contractor shall support continual process improvement across a diverse network enterprise consisting of physical, logical, and mobile platforms, while enabling service delivery through innovation, automation, and process refinement. Reclamation requires a methodology to enable

Modified Date: 6/3/2020 12:29 PM Page 11 of 48 piloting, testing, implementation, and execution of technologies/enhancements that will not disrupt or degrade operational services across the organization.

5.5 Contractor shall innovate and drive both improved productivity and customer satisfaction through the self-help service platform with automation for access to self-help knowledge, support requests, and related workflow capabilities that fortify and facilitate ease of use for web-based support services. The service provider is expected to continuously improve this capability, using an iterative development approach that results in new functionality on no less than a quarterly basis.

5.6 Contractor shall continually improve first contact resolution of support requests. Customer support requests must be resolved on first contact restoring customer’s computing capabilities as quickly and effectively as possible. It will be a balance to efficiently and effectively close customer issues, but we value customer satisfaction and true issue resolution and these values should be clarified how they will be implemented in the proposal. First contact resolution must occur through existing and new intake channels. The Contractor must supply the necessary means, information resources, and service capabilities for Customer Support to accomplish this for Reclamation users.

5.7 Contractor shall provide an engineering function and innovation process to imbue innovative program solutions and operational recommendations when approved by the Government.

Engineering functions shall support the full spectrum of infrastructure design, enterprise standards, integration, including, but not limited to conceptual development, over-arching planning, scope determination, and analysis, system design, combination of technologies and deployment, and completion of full spectrum Authorization to Operate.

5.8 Contractor shall ensure that all IT equipment, to include network hardware, server hardware, workstations, printers, portable computers, mobile devices, network infrastructure (cabling), and miscellaneous IT equipment, is functioning at all times to support mission requirements. IT support services shall be provided to users when working at their primary duty location, when working from an alternate site, and/or when working in a temporary duty (TDY) status away from primary duty location.

5.9 Contactor shall support testing efforts of new and current applications, whether in development or production, to ensure they are operational in the desktop, server, and application environment(s) and do not impact other services. Contactor shall support development of documentation for testing and support of mission oriented and COTS applications to ensure all aspects of the deployment and operational processes are complete. Coordination with the various

IT entities within the IT Services Division program is essential.

6.0 SERVICE REQUIREMENTS

6.1 Contractor shall provide computing device, asset management, and access control technical support services. Contractor shall provide technical support for hardware, software, wired and wireless network access services and shall deliver comprehensive, end-to-end technical support for local, remote, domestic Reclamation system users. Contractor shall manage all areas of technical support services and systems maintenance for Reclamation desktop hardware, software, mobile computing devices and printers for all Reclamation issued equipment.

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6.2 Contractor shall provide technical support services for standard and proprietary laptops, network connectivity, mobile devices, remote access, system access controls, printer operations, and all associated software application installation, asset imaging and configuration support. Contractor shall provide workstation configuration, installation, move, and refresh service as needed for daily and project support.

6.3 Contractor shall support asset management and configuration practices for asset re-imaging, recording, tracking, and reporting services. Contractor shall follow standard industry ITIL best practices to ensure all essential information about all Reclamation assets is thoroughly documented. All such information will be maintained with verifiable accuracy of changes made in the Configuration Management Database (CMDB) where all data is owned by Reclamation and will be protected as sensitive information.

6.4 Contractor shall monitor the systems to ensure that it remains in working order, troubleshoot any problems, and perform routine performance and response analyses of the system. Contractor shall also recommend all updates, modifications, modernizations, and replacements to the system, both hardware and software, to maintain the system in a configuration which is both current and standardized and which meets the ongoing communications and functional requirements.

7.0 CONTRACT MANAGEMENT AND ADMINISTRATION

7.1 Personnel Management. Contractor shall establish processes and assign appropriate resources to effectively administer the task order requirements.

7.1.1 Contractor shall provide for all management and support of Contractor personnel.

7.1.2 Contractor shall assign tasks and maintain proper and accurate time keeping records of personnel assigned to work on the Task Order.

7.2 Personnel Requirements.

7.2.1 Contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language.

7.2.2 Contract employees shall have a National Agency Check with written Inquiries

(NACI); National Agency Check with written Inquiries and Credit (NACIC) for contract employees; or equivalent investigation initiated. Before starting work under this contract, a National Criminal History Check (NCHC) will be initiated to verify the identity of the individual applying for clearance and to determine the individual’s suitability for the position. Successful results from the Federal Bureau of

Investigation National Criminal History Check (i.e., fingerprint check) portion of the

NACI/NACIC must be received for issuance of an identity credential for access to

Reclamation facilities and IT systems. At the discretion of the Government, higher levels of clearance may be required for certain positions.

7.2.3 Contractor shall maintain and provide an electronic roster of Contractor and

Subcontractor employees containing full name, email address, phone number, labor category, rate, and staff position responsibility under the contract or Task Order to

Modified Date: 6/3/2020 12:29 PM Page 13 of 48 the COR to begin their background investigations within ten (10) business days after award.

7.2.3.1 Any revisions to the roster as a result of staffing changes during the term of the contract shall be submitted within ten (10) calendar days of the change to the COR.

7.2.4 Contractor personnel shall submit all required information related to their background investigations to the COR within ten (10) business days after award.

Contractor staff personnel shall complete the Office of Personnel Management’s

(OPM) Electronic Questionnaire for Investigations Processing (e-QIP1) within three

(3) business days after receiving an email notification from the Government.

7.2.5 Contractor shall, when notified of an unfavorably adjudicated background investigation on a Contractor employee as determined by the Government, withdraw the employee from consideration in working under the contract.

7.2.6 Contractor personnel shall complete Federal Information Systems Security

Awareness (FISSA) in advance to arrival of start of work. Provide a copy of certificate of completion to COR.

7.3 Task Order Administration. The Contractor shall designate a single point of contact between the

Government and Contractor personnel to support each Task Order. The single point of contact shall be responsible for assigning work on the Task Order and shall be an additional duty of a person assigned on a Task Order. The position is not eligible for telework. (However, see section

21.8 for potential exceptions.)

7.4 Invoices. The contractor’s invoice shall be in accordance with IDIQ 52.212-4(g) Addendum.

7.5 Contractor Identification.

7.5.1 Contractor employees shall clearly identify themselves as “Contractors” at all times.

This includes all communications (telephone, mail, electronic mail (email) and faxes), meetings, attendance sheets, and documents.

7.5.2 Contractor personnel shall identify their company affiliation in email signature blocks and follow Government standard signature format, no deviations permitted.

7.5.3 Contractor personnel are required to wear or prominently display installation identification badges or Contractor-furnished, Contractor identification badges while visiting or performing work on a Government installation. Contractor shall notify the

Government program manager, or designee, immediately of any lost badges.

7.6 Personnel Assignments.

1 e-QIP (Electronic Questionnaires for Investigations Processing) is a secure website managed by OPM that is designed to automate the common security questionnaires used to process federal background investigations. e-QIP is a front-end data collection tool that has automated the SF-86, questionnaire for national security investigations as well as the SF-85P, the questionnaire for public trust positions. e-QIP allows applicants to enter, edit and submit their investigation data over a secure internet connection to their sponsoring agency for review and approval

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7.6.1 Contractor shall maintain a stable workforce while minimizing the impact of any turnover and/or disruptions to the Government and/or mission.

7.6.2 Contractor shall ensure continuation of services during personnel absences due to sickness, leave, and voluntary or involuntary termination from employment such that there is no negative impact to the Government mission.

7.6.3 Upon notification of a pending vacancy, the Contractor shall provide written documentation to the CO and the COR at least two weeks in advance of vacancy or sooner when possible. In the case of a no-notice departure, the Contractor shall immediately notify the CO and COR in writing. This written notification shall include the date and time the position will be vacant, anticipated replacement date, and management plan and corrective action, if needed, to ensure task mission is not impacted or degraded.

7.6.4 Contractor shall fill2 the vacancy within 21 calendar days and NTE 45 calendar days for actual onboarding with PIV card and ready to start working. Government delays in badging and background check are suitable delays.

7.7 General.

7.7.1 All Contractor personnel shall maintain courteous, professional, and quality communications across all areas. This includes communications with other

Contractors, Government employees and staff members, as well as any other personnel they interact with while conducting business.

7.7.2 All work shall be conducted in a team environment and all Contractor staff shall cooperate with team members. Contractor personnel shall conduct meetings within each technology group to share new technologies, processes and procedures to ensure consistency of knowledge. Contract staff will share information and collaborate with all groups (vendor, Government, customer, and other contract support contracts) throughout the entire division to ensure that no communication or support is missed that may affect any other service across Reclamation. This item should be rated as a key performance indicator.

7.7.3 Business Causal Dress. Contractor personnel shall maintain a professional image and practice a business casual dress style; typically includes slacks or khakis, dress shirt or blouse, open-collar or polo shirt, optional tie or seasonal sport coat, a dress or skirt at knee-length or below, a tailored blazer, knit shirt or sweater, and loafers or dress shoes that cover all or most of the foot. For certain Task Orders (e.g. help desk or Tier 1) Contractor personnel (e.g. help desk front line staff) may be required to wear shirts/blouses identifying their company name and function in the form of embroidery or name tag.

7.8 Substitution.

2 Fill shall be defined here as a qualified candidate with proper skill set capabilities has been selected, submitted to COR for submission to eQIP.

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7.8.1 Personnel assigned by the Contractor to the performance of work on this contract shall be acceptable to Reclamation in terms of personal and professional conduct and technical knowledge. Should the assignment to this contract of any person by the

Contractor be deemed to conflict with the interest of Reclamation, or in the event performance is deemed to be unsatisfactory at any time during the life of the contract, the CO may notify the Contractor and request the person be immediately removed from the assignment. The reason for removal shall be documented and a request to receive personnel replacement within three (3) business day of the notification shall be made. Replacement personnel qualifications shall be equal to or greater than those of the personnel being replaced. Employment and staffing difficulties shall not be justification for failure to meet established schedules.

7.8.2 All Contractor requests for approval of substitutions hereunder shall be submitted in writing to the COR at least thirty (30) calendar days in advance of the effective date, whenever possible, and shall provide a detailed explanation of the circumstances necessitating the proposed substitution, a complete resume for the propose substitute, and any other information requested they the CO necessary to approve or disapprove the proposed substitution. The COR and the CO will evaluate such requests and promptly notify the Contractor of approval or disapproval in writing.

7.8.3 The Contractor shall submit resumes of qualifications to the COR of all employees proposed for the contract. The COR will approve all Contractor employees prior to bringing on duty. If, at any time from date of award to the end of the contract, Contractor personnel are no longer available, Reclamation will approve the qualifications of proposed replacement personnel and shall reject individuals who do not meet the qualifications set forth herein. All Contractor employees are subject to immediate removal from performance of this contract when they are involved in a violation of the law, Reclamation security, confidentiality requirements, and/or other disciplinary reasons. New personnel shall not commence work until all necessary security requirements, have been fulfilled and resumes provided and accepted.

8.0 PERFORMANCE MEASUREMENTS

8.1 The performance measurements under this contract shall be based on timeliness and quality of the work and deliverables provided by the Contractor under the contract. These measurements are defined as:

8.2 Timeliness. The completion of tasks and/or the submission of deliverables within the schedule set forth by the Government during the performance of the contract and/or in conjunction with

SLAs.

8.3 Quality. The quality of work completed under the resulting tasks will be measured based on the

Government’s determination of the validity, accuracy, clarity and usefulness of a deliverable or if the work performance met the expected outcomes as was communicated to the Contractor by the Government.

8.4 Quality Control: Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS and Task Orders. The Contractor

Modified Date: 6/3/2020 12:29 PM Page 16 of 48 shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control program is the means by which Contractor assures themselves that their work complies with the requirement of the contract. As a minimum, the Contractor shall develop quality control procedures that address the requirements within each

Task Order. After acceptance of the quality control plan, the Contractor shall receive the contracting officer’s acceptance in writing of any proposed change to Contractor QC system.

8.5 Quality Assurance: Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan respective to each Task Order as applicable. This plan is primarily 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 will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

8.6 Version Control: Contractor shall provide version control for information, documents, software, hardware, processes and other services provided to customers and the IT Services Division in order to ensure that users are provided correct and current information. The Contractor shall ensure that their staff is consistent with information they provide for solutions or in general.

9.0 KEY PERSONNEL

9.1 Contractor shall minimize changes to key personnel as much as possible. When changing key personnel is unavoidable, the Contractor shall ensure a smooth transition and minimize any potential disruption to task order performance. If any change to the key personnel position becomes necessary (substitutions or additions), the Contractor shall immediately notify the

Contracting Officer and the COR in writing, accompanied by the resume of the proposed replacement personnel who shall be of at least substantially equal ability and qualifications as the individuals currently approved for that category.

9.2 Project Manager. Shall have the following qualifications:

9.2.1 Certified Project Management Professional Certification (Project Management

Professional (PMP) or Program Management Professional (PgMP);

9.2.2 Certified Information Technology Infrastructure Library (ITIL) at a minimum of

ITIL v.3 Foundation and ITIL v.3 Service Operations;

9.2.3 Experience providing Enterprise IT Service Delivery and Management services similar in size, scope, and complexity to the requirements of this contract, experience in senior leadership role; and

9.2.4 Experience with the management, manpower utilization, and supervision of employees (including Subcontractors) of various skill levels for projects similar in size and scope as proposed for this contract.

9.3 Service Manager. Shall have the following qualifications:

9.3.1 Certified at a minimum of ITIL v.3 Foundation and ITIL v.3 Service Operations;

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9.3.2 Related technical and managerial experience in an end-to-end service desk and desk side service delivery environment similar in terms of size, scope and complexity to that of this contract. experience in a leadership role;

9.3.3 Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions;

9.3.4 Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service

9.3.5 It is desirable that the Service Manager have the following qualifications:

9.3.6 Demonstrated experience providing performance-based customer service support against multiple performance metrics for the Federal Government.

9.3.7 Demonstrated in-depth experience with the implementation and customization of service desk tools and automation technologies.

9.4 Operations Manager. Shall have the following qualifications:

9.4.1 Certified at a minimum of ITIL v.3 Foundation and ITIL v.3 Service Operations;

10.0 PROGRAM AND TASK MANAGEMENT

10.1 Contractor shall assign a single, full-time Project Manager (PM) to serve as the Government’s primary point-of-contact who will be responsible for supply, support, management and provide overall leadership and guidance for all Contractor personnel assigned to the contract regardless of personnel place of performance. The PM will be ultimately responsible for the quality and efficiency of the contract, including both technical issues and business processes. The PM shall be an employee of the prime Contractor.

10.2 The PM shall have the authority to commit the Contractor’s organization and make decisions for the Contractor’s organization in response to Government issues, concerns, or problems. This

POC shall be readily available to respond to Government questions, concerns, and comments, and will be proactive in alerting the Government to potential contractual or programmatic issues including situations that may compromise the Contractor’s ability to provide services.

10.2.1 Project Manager shall ensure that all Contractor employees are performing their duties and responsibilities as specified in this PWS and shall establish flexible hours for the Contractor’s employees to ensure adequate coverage during entire standard hours of operation each workday.

10.2.2 PM shall be responsible for his/her company’s overall execution of this IDIQ with the full authority to make decisions and commit company resources for IDIQ execution and completion.

10.2.3 Contractor shall at all times, maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS and/or Task Orders.

10.2.4 Project Manager shall be required to be on-site at the Denver Federal Center every workday.

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10.2.5 Project Manager shall be directly contacted by the CO/COR (Government

Personnel) regarding any issues and/or problems with the Contractors work performance or with the Contractor’s employees.

10.2.6 Project Manager shall be the point of contact for all contract deliverables. The

Program Manager shall ensure that all contract deliverables are presented to the

Government, as required by the Contract. The Program Manager shall also ensure that all deliverables are in an acceptable format as specified in the Contract.

10.2.7 Project Manager shall be the point of contact between the Government and the

Contractor for all financial information, receipts for invoices, and questions concerning invoices.

10.2.8 Project Manager shall attend, on a weekly basis, informal contract status meetings with the COR or designated representative. The purpose of these meetings is to discuss issues, concerns, and on-going efforts, as well as address identified program risks and action items related to the contract and to ensure that all task under this contract conform to and proceed in accordance with the contract.

10.2.9 Project Manager shall function as the Contractor’s local representative and serve as the point of contact between the COR and the Contractor’s on-site personnel. The

PM shall ensure that all employees are reminded on a monthly basis to avoid any conflict or claims under this contract. Government personnel will neither provide supervision nor direct the activities of any Contractor employees, except the COR may provide information and support to clarify a task being performed.

10.3 Conduct Research. Contractor shall research, interpret, document, and provide technical recommendations on software functionality and security to ensure Reclamation requirements are satisfied; research and document account management best practices for least privilege access management making recommendations to streamline operations; research and document account management problems; research, document, and provide technical hardware, software, and integration solutions; and research, document and provide process creation and improvement recommendations.

10.4 Application Support. Contractor shall provide customers with support on how to use an application, setup rules, customize, functionality, proper usage, and other questions customers have with the function and use of an application as needed. One-on-one customer training shall be provided as needed for the end-user.

11.0 STAFF CERTIFICATIONS

11.1 Contractor shall supply staff that are knowledgeable in and that are at minimum ITIL v.3

Foundations Certified, and that possess at least one (1) Service Lifecycle or Capabilities certification.

11.2 ITIL v.3 Foundations along with the appropriate Lifecycle and Capabilities certification are required for all Contractor personnel within 6 months of contract award.

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12.0 SUPPORT LEVELS

12.1 Standard Support. The majority of users at Reclamation users fall into this category.

12.2 Premier/Executive Support. Reclamation currently has approximately 100 designated

Premier/Executive users located throughout Reclamation who access this service. These users are typically the Senior Leadership team of the Agency and their immediate support staff.

12.2.1 The number of Premier/Executive level support calls received under this structure for the calendar year of 2019 was 725 tickets (approximately 60 tickets/month).

12.2.2 Reclamation will provide the list of Premier/Executive users and may change the list of designated Premier/Executive users at its sole discretion periodically as needed.

13.0 END-USER TYPES

13.1 Standard Users. The general user community within Reclamation operates a standard computing configuration.

13.2 Power User. Power Users include application developers, engineers and research analysts. The

Power User Computer equipment used by this group may be standalone or networked.

13.2.1 Specialized software examples include but are not limited to the following:

13.2.1.1 AutoCAD

13.2.1.2 Geographic Information System (GIS)

13.2.1.3 Development Software including Oracle and Coldfusion.

13.3 Remote Users. The mobile workforce may be indirectly connected to the Reclamation Network, via an internet service provider by means of Air-card, DSL, dial-up, or other forms on telecommunications. This mobile workforce is composed of individuals that may be working from home (or other locations) on telework, medical, or flexi-place agreements; on travel at conference centers, training, or other duty stations; or conducting experiments, sampling, or research “in the field”.

13.3.1 While the Contractor is not expected to provide on-site support for remote/alternate location users at their physical remote locations, the Contractor shall provide alternative approaches to leveraging the Agency’s infrastructure and other technology and tools (current and future) to reach these individuals, provide remote assistance, and to deliver requested support.

13.4 International Travel Users. In instances where Reclamation employees need to travel outside the continental United States and/or overseas, they may require GFE laptop or mobile device for travel be provisioned. Contractor shall provide hardened laptops to increase security and reduce its surface for vulnerability and/or provision a mobile device for overseas calling and email communication.

13.5 Virtual Desktop Users. Contractor shall support for Reclamation Virtual Desktop Infrastructure

(VDI) for end-users and conference rooms.

13.5.1 VMware Horizon

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14.0 TIERED SUPPORT STRUCTURE

14.1 Tier 0. Contractor to develop a Tier 0 web support portal that will integrate with other supporting systems, such as our ticketing system, knowledge base, monitoring, communication, and reporting systems. The self-service system must have a well-designed user interface and be very easy to use.

14.2 Tier 1. The front-line support team and responsible for responding to the initial phone call or other communication means from the end-users. Should be composed of technical generalists, a

Tier 1 team shall able to resolve the most common incidents and requests that are not handled by the Tier 0 self-service system. This level 1 team is responsible for resolving a significant percent of issues without escalation to other support groups and is typically measured by KPIs such as

First Contact Resolution rate (FCR), percentage of issues resolved at level 1, average response time, and customer satisfaction.

14.2.1 Tier 1 support typically encompasses:

14.2.1.1 troubleshooting and diagnostics;

14.2.1.2 addressing “how-to” questions;

14.2.1.3 assisting in configuration;

14.2.1.4 addressing computer-user questions;

14.2.1.5 password resets;

14.2.1.6 user ID issues;

14.2.1.7 account issues such as registration, activations, unlock requests;

14.2.1.8 login issues;

14.2.1.9 outage issues;

14.2.1.10 correctly routing to Tier 2, including warm…