ATTACHMENT A- SEWP Statement of Work Scope Category Description.pdf

ATTACHMENT A

SEWP STATEMENT OF WORK

Table of Contents

A.1. ACQUISITION OBJECTIVES

A.2. SCOPE

A.3. SCOPE CATEGORIES

Definitions A.3.1. Category A: IT Solutions (Products-Information Computer Technology (ICT) and Audio Visual (AV)) –

NAICS 541512

Technical Area 1a: IT Computer Systems / Storage Devices / Compute facilities Technical Area 2a: Networking Technology/ Mobility & Communications Technical Area 3a: Software and Cloud Technology Technical Area 4a: Supporting Technology/Security Technology Technical Area 5a: A/V Equipment and Accessories Technical Area 6a: Product-based services

A.3.2. Category B: Enterprise-wide IT Solutions (Products and Service Solutions) – NAICS 541512 Technical Area 1b: ENTERPRISE-WIDE NETWORK SERVICES Technical Area 2b: IT MANAGED SERVICES Technical Area 3b: ENTERPRISE-WIDE INNOVATION SERVICES Technical Area 4b: IT SERVICE MANAGEMENT Technical Area 5b: ENTERPRISE SERVICE PROGRAM INTEGRATION Technical Area 6b: ENTERPRISE-WIDE INFORMATION AND DATA ANALYTICS SERVICES (IDAS) 10 Technical Area 7b: ENTERPRISE-WIDE APPLICATION SERVICES/SOFTWARE DEVELOPMENT Technical Area 8b: ENTERPRISE-WIDE CYBERSECURITY SERVICES Technical Area 9b: ENTERPRISE-WIDE CLOUD SERVICES Technical Area 10b: ENTERPRISE-WIDE DIGITAL MULTIMEDIA AND TECHNICAL

COMMUNICATIONS SERVICES

Technical Area 11b: PROGRAM MANAGEMENT/ANCILLARY SERVICES AND SUPPLIES

A.3.3. Category C- IT Professional Services (Information Communication Technology (ICT) and Audio Visual

(AV) SERVICES) – NAICS 541512

Technical Area 1c: INNOVATION SERVICES Technical Area 2c: INFORMATION AND DATA ANALYTICS SERVICES (IDAS) Technical Area 3c: APPLICATION SERVICES/SOFTWARE DEVELOPMENT Technical Area 4c: CYBERSECURITY SERVICES Technical Area 5c: CLOUD SERVICES

Technical Area 6c: DIGITAL MULTIMEDIA AND TECHNICAL COMMUNICATIONS SERVICES Technical Area 7c: IT OPERATIONS AND MAINTENANCE / HELP DESK/CALL CENTER SUPPORT Technical Area 8c: NETWORK SERVICES Technical Area 9c: DATABASE SERVICES Technical Area 10c: IN-SCOPE TRAINING Technical Area 11c: PROGRAM MANAGEMENT/ANCILLARY SERVICES

A.4. GOVERNMENT'S OPERATING PLAN

A.4.1. SEWP PMO Management Services

A.5. CONTRACTOR RESPONSIBILITIES

A.5.1. WORLD WIDE WEB SERVICES

A.5.2. PROGRAM OFFICE SUPPORT

A.5.3. CUSTOMER SUPPORT SERVICES

A.6. ORDERING GUIDES

A.7. ELECTRONIC PROCESSES

A.1. ACQUISITION OBJECTIVES

The SEWP VI contracts have four Acquisition Objectives:

1. To have hardware and software available to address an increasingly difficult, complex, and changing set of NASA-specific scientific and engineering problems while also providing IT product-based solutions to assist all Federal Agencies in meeting their IT needs.

2. To provide a suite of IT services to assist the Government in maximizing the IT infrastructure by leveraging the latest service offerings including cloud services, managed and shared services, consulting, training and support, and operational and engineering services.

3. To provide the federal government with a wide range of Information Technology hardware, communications, audio-visual and related hardware, software, and ICT/AV services to enhance the federal government’s Information Technology capabilities.

4. To embrace and facilitate innovative procurement transactions and processes that will place a minimal administrative burden on the customer, contractor, and the Government while minimizing incompatibilities and maximizing strategic decision-making across the IT infrastructure.

The first three objectives relate directly to the unique nature of SEWP in service of the Government’s core competencies – the need to have IT products, particularly servers, which are based on standards, portability, and interoperability along with the tools and services that will interconnect and maximize the usability of those systems.

The fourth objective relates to the Procurement expertise that NASA SEWP brings to any size acquisition in combination with the IT technical expertise needed to develop, test, and utilize new processes for automating the entire procurement process. The web-based toolsets are the most visible aspect of SEWP’s expertise in this area. Once the contracts are awarded, a set of online tools is available to both the Contract Holders to manage company-specific information, and the Government customer to query the database of record for product and pricing information, conduct Market Research, and submit Requests for Quotes.

Overall, this effort will provide the Government with hardware, software, and audio-visual (AV) products and services that represent the best overall value to the Government in fulfilling its mission. Furthermore, this effort will minimize the Government's administrative costs, and provide the ability to fulfill our users' needs in a timely manner.

Because the technology requirements depend on interoperability and standards, combined with the broad base of commonality among requirements, functions, and available COTS solutions, it is assumed that overlap will exist between contracts and across groups and categories. Additionally, any overlap will ensure that end-users will have access to appropriate and complete solutions to meet their varied requirements. Therefore, no single contract will have exclusive rights to provide any given technology or service, nor will end-users be confined in the choice of contracts they utilize. The end-users decisions will be based on a Best Value and Fair Opportunity determination as required in FAR 16.505(b).

A.2. SCOPE

NASA implements many different missions and projects to meet a wide range of requirements. In addition, other Government agencies will utilize any resultant contract if they determine the available hardware, software, and related products, and services meet their technical requirements and represent the Best Value to that organization. As such it is intended that deliverables under this contract may be utilized by: Government civil servants, Government on-site (or near-site) contractors, Government off-site contractors, Principal investigators, or Universities through grants or cooperative agreements and Government- Owner Contractor-Operated (GOCO) organizations., Deliverables under the contract are not limited to NASA-specific requirements, and any such deliverable will be available for NASA and any other federal government agency usage. While SEWP Contractors are required to provide continental United States rate (CONUS) for delivery, Federal Agencies with outside continental United States rate (OCONUS) locations may utilize the SEWP contracts based on mutually agreed upon delivery arrangements.

The focus of SEWP is on the full suite of technology offerings that simplify Governmental access and Industry offerings across the entire Information Communication Technology (ICT) and AV product solutions and services landscape. SEWP VI is composed of 3 categories. From a product-based perspective, Category A will consist of the full range of IT Solutions such as hardware and software products, including cloud-based solutions, installation, integration, testing, training, maintenance, and other product-based services.

The second category, Category B, is focused on Agency-wide Strategic Solutions that improve and enhance the Agency’s IT infrastructure through methodologies including cloud services; managed services such as computer or printer services; and shared services such as Agency-wide help desk ticketing systems.

The third category, Category C, will be focused on IT services that provide a full range of technology services inclusive of custom computer programming services, telecommunication services including network operations, IT, AV, and Communications based engineering and design services, data processing and analysis services, hosting, and related services, IT and network operation and computer facilities, ICT and AV management services, IT consulting and educational services, digital government services, and cybersecurity and security systems services.

A.3. SCOPE CATEGORIES

The scope categories are not meant to be all inclusive, but rather indications of the types of in-scope service- based solutions. Other services which adhere to the definition of ICT/AV and encapsulate an agency-wide solution, are within scope and may be provided to meet an agency’s particular mission needs.

Definitions Technical Area A set of technology based on similar objectives and/or overall structure Mandatory Sub-areas The systems must meet the minimum mandatory specifications and be provided for on the Contract Additional Sub-areas Non-mandatory deliverables include desirable features, additional technology, and other software and hardware that provide depth and breadth to the offering.

A.3.1. Category A: IT Solutions (Products-Information Computer Technology (ICT) and Audio Visual (AV)) – NAICS 541512

Technical Area 1a: IT Computer Systems / Storage Devices / Compute facilities Consists of the full range of computer systems from handheld devices to Quantum Computing Servers. Similarly, the related storage technology from a USB device to a mass storage system is included. Also included in this technical area are products related to setting up and maintaining computing facilities. The listed sub-areas are not exclusive but define a broad range of technology under this technical area and all similar and related technologies are within the scope of this area

Mandatory Subareas:

Laptops/Desktops/Tablets Network-attached storage NAS

Additional Subareas:

Servers Handhelds Optical storage technology Thin Clients High-speed Computer systems (clusters, quantum, etc.)

Storage management systems/file servers Media storage technology Storage virtualization system Data/Computer Center facilities and containers

Facility Environmental technology and accessories (power, cooling, security, fire suppression lighting, and monitoring, etc.)

Electronic Components Graphics or video accelerator cards Memory module cards Data acquisition board Wearable computing device Computer kiosk

Technical Area 2a: Networking Technology/ Mobility & Communications This Technical Area consists of a range of network equipment including hubs, switches, routers, concentrators, and diagnostic tools. Networking systems also include network communication devices relying on WIFI, radio, and related technology. This area also includes mobile systems and smartphones to allow mobile access to individual needs.

Mandatory Subareas:

Wireless (Wi-Fi) communication technology Network Routers / Modems / Switches

KVM Switches Everything over IP (EoIP) A device as a Service Wireless network interface cards Modem cards Network interface cards Optical network technology Tools for in-scope network installation Structural material; raised floors;

acoustic tiling, specialized entryways Network security equipment Network service concentrators or hubs Telecommunication Devices and Services Phones

Unified Communications (Email, Instant Messaging, VOIP, and Conferencing) Cellular service Radio core communication equipment/antennas Microwave core communication equipment/antennas Satellite core communication equipment/antennas Video streaming system Mobile or messaging game platform Video networking equipment Cable network tester Network service equipment Datacom and network connectivity installation devices and equipment

Technical Area 3a: Software and Cloud Technology This Technical Area consists of all Software products including operating systems, data analysis, visualization, engineering, etc. All software categories are included in this Technical Area including but not limited to those listed as Mandatory or Additional Services. This Technical Area also includes the full suite of Cloud Technology including but not limited to XAAS (X as a Service)

Mandatory Subareas:

Software as a service (Cloud-based services) Data management and query software (Database technology)

Virtualization and Cloud Computing Cloud-based hardware as a service Workstation as a service Print as a service Call center software as a service Database management as a service Cloud-based infrastructure as a service Cloud storage as a service Cloud network devices as a service

Cloud-based business process as a service Data analytics process as a service Graphic/imaging software Business function-specific software Finance accounting and enterprise resource software Computer game or entertainment software Content management software Development Software

Educational or reference software Network management software Operating environment software

Security and protection software System management software

Technical Area 4a: Supporting Technology/Security Technology This Technical Area includes peripherals, accessories, and other equipment that support and complement the full implementation of ICT/AV solutions. Included in this group are display terminals and systems and other low-end client systems to allow user connectivity to a full range of computer systems; scanners to allow inputting of information from hard-copy forms; input devices such as sensors directly connected to computer monitoring systems. This group also includes Multi-Functional Devices (MFD) which are single devices that serve several functions, including printing, scanning, faxing, and photocopying. All forms of sensors and other data collection devices along with supporting accessories are included in this area.

This group consists of security-oriented technology needed to securely support a full implementation of computer systems and infrastructure. Items in this group will include virus and spyware detection tools, two and three-factor authentication tools, firewalls, auditing tools, intrusion detection systems, encryption capabilities, monitoring tools, and secure remote access tools. Security hardware products include biometric devices and security-related sensors and data input devices.

Mandatory Subareas:

Multi-Functional Devices (Scanner, Printer, Copier, Fax) Security monitoring and control systems

Racks, Enclosures, and shelves Media, IT, and electronic cabinets Network system cabinet or enclosure Power systems (e.g., UPS/PDU/battery/generator) Computer Accessories (includes Mouse, Keyboard, Monitors, Docking Stations, Speakers, Computer Screens, and Monitor Stands) Drones/Robotics: non-offensive, data collection only Global Positioning Systems (GPSs) and navigation systems Printer supplies (e.g., Paper, Toner) Sensors Health IT IT testing and measuring technology IOT (Internet of Things) and computerized devices

Bar code technology Magnetic stripe readers and encoders Biometric identification equipment Smart Card technology Data acquisition system Point of sale technology Mousepads Keyboard skins Keyboard drawers or shelves Call management systems and accessories Shredding devices Law Enforcement and National Security and Security and Safety Equipment and Supplies X-ray baggage inspection system Anti-fatigue mats Bags and cases for ICT products ICT Shipping Products and Supplies Ergonomic desks

Technical Area 5a: A/V Equipment and Accessories This Technical Area consists of a range of equipment in support of audio-visual technology and related imaging, sound, and display tools The hardware in this group includes equipment for video acquisition, production, post-production, distribution, and display. Additionally, the increasing complexity and volume of scientific data benefit from paradigms for interaction and visualization that are much closer to normal human interaction in the physical world. These paradigms require immersion and stereoscopic viewing for three-dimensional data, tracked and/or haptic devices with high degrees of freedom, and audio processing systems for data sonification. Where appropriate, these devices may act as input/output peripherals to developmental computer systems.

Elements of the main categories of AV, security, and networking can be combined to provide all-in-one solutions. The combination of security and AV technology, for example, allows for security and command and control systems such as video security systems. Networking, communication, and AV combine for Videoconferencing solutions.

Mandatory Subareas:

Security monitoring and control systems TVs, Display Monitors, Projectors, and Screens

Microphones Night vision equipment Head-mounted displays Virtual Environment Devices (e.g., Tactile glove haptic device) Video Tele-conferencing (VTC) Medical imaging systems Components for information technology or broadcasting or telecommunications Whiteboards and screens Lecterns and sound systems and accessories

Audio presentation and composing equipment and hardware and controllers Phone and video conference equipment and hardware and controllers Cameras and accessories Consumer electronics: Audio and visual equipment and accessories Instrument tripods Conferencing tables Projector stands or carts

Technical Area 6a: Product-based services This Technical Area consists of product-based services such as installation, training, maintenance, etc. While all services must have a product basis for the service, there is no requirement to purchase a product with any of these services.

Mandatory Subareas:

Site Planning/Installation Services ICT/AV maintenance/support/training

In-scope training: classes and material/software Document destruction services Photocopier rental or leasing service

Printing equipment maintenance Product-Based Engineering Services IT Operations and Maintenance Integration Services

A.3.2. Category B: Enterprise-wide IT Solutions (Products and Service Solutions) –

NAICS 541512

Category B is focused on Agency-Wide based Strategic Solutions that improve and enhance an Agency’s IT infrastructure through methodologies including managed services such as computer or printer services; and shared services such as Agency-wide help desk ticketing systems.

Category B is to be utilized for large agency/ multiple center/ enterprise-wide implementations.

Technical Area 1b: ENTERPRISE-WIDE NETWORK SERVICES Manage a single end-to-end service provisioning organization that combines and streamlines LAN and WAN communications services for both corporate and mission networks. The enterprise model is to improve the planning and delivery of enterprise-wide IT services and to obtain cost efficiencies resulting from the consolidated delivery structure. Improve the consistency of infrastructure services built and operated in multiple locations (e.g., LANs and WAN management) to better enable intra-Agency collaboration, user mobility, and Cybersecurity. Tasks, defined at the task order level, may include but are not limited to Providing continuity of service for legacy custom data network solutions for point-to-point network connections and point-to-point copper and fiber optic circuits; providing Corporate Network Services, Corporate Voice Services, Corporate Data Services, Corporate Collaboration Services, Corporate Management and Operations, Mission Services, Mission Management, and Operations, Customer Relationship Management, Service Management, Strategy Generation, Cybersecurity Support, Cable Plant Services, and Unified Communications and Collaboration

(UCC).

Technical Area 2b: IT MANAGED SERVICES Provide, manage, secure, and maintain IT services across the Agency/Enterprise including but not limited to End-User Compute Device Management, End-User Software Management, Mobile Device Management, Print Device Management, Messaging/Collaboration, Infrastructure Services, Enterprise Service Desk (ESD), Local Service Desks, End-User Standards, and IT Security. The types of support needed for the End User Services Program could include (but are not limited to) desktop engineering, project management support, transformation and operation support, continual service improvement and communications, and other program support functions.

Technical Area 3b: ENTERPRISE-WIDE INNOVATION SERVICES Enterprise-Wide Innovation Services that include both Innovation efforts of continuous improvement and innovation. Continuous improvement is defined as the ongoing effort to enhance the efficiency and effectiveness of IT services. Innovation is defined as the process to identify and implement new ideas and breakthrough solutions that change and/or enhance the services and result in additional Business and/or IT value.

Technical Area 4b: IT SERVICE MANAGEMENT Enterprise-wide Standardization of IT Service Management (ITSM) process, tools, and the way services to improve IT efficiency, effectiveness, customer experience, and reduce cost are delivered. Support and enable the service delivery ITSM to support necessary integration and cooperation with other service delivery programs and contractors. Utilize cloud-based platforms to provide end users with tools to submit and track service requests, incidents, and feedback, take customer satisfaction surveys, search the knowledge base, and run reports

Technical Area 5b: ENTERPRISE SERVICE PROGRAM INTEGRATION Support Enterprise IT Services strategy which spans the following services: Network Communications, Cybersecurity support, Data Center, End-user Services, Enterprise Applications, Web Services, and other enterprise-wide services. Work within, and proactively collaborate across independent Enterprise and non-Enterprise service contracts to ensure integration of a seamless IT service delivery environment and capability across an agency. The Contractor shall provide services that facilitate strategic decisions for an organization with respect to its current and future IT structure and program integration. This includes conducting a systematic assessment and redesign of the key technologies, business processes, activity-based costing, and organizational structures; streamlining processes, properly aligning the organization to reflect the way work is accomplished and deploying proven supporting technologies where appropriate. The outcome of future studies and assessments may contribute to an overarching IT strategy, aligned with business goals, objectives, and healthcare and benefits initiatives that leverage innovation to define new opportunities for success. The outcome of studies and assessments may also serve as a critical input into designing a set of metrics, which are measurable objectives related to the overall IT strategy and operations.

Technical Area 6b: ENTERPRISE-WIDE INFORMATION AND DATA ANALYTICS

SERVICES (IDAS)

The Information and Data Analytics team is a virtually distributed, hybrid team of analysts, data scientists, developers, and technologists working together across an agency to rapidly prototype, develop and deploy solutions to address the most pressing analytic challenges. Provide support for IDAS, including Data Science, Data Modeling, Big Data and Advanced Analytics, Artificial Intelligence, Machine Learning Methods, and Practices to the Agency. Support improving the use, management, and application of data by rapidly prototyping, developing, deploying, and maintaining solutions to address the most pressing analytic challenges.

Technical Area 7b: ENTERPRISE-WIDE APPLICATION SERVICES/SOFTWARE

DEVELOPMENT

Perform assessment, planning, design, development, testing, integration, administration, maintenance, operational support, decommission, and documentation for new and existing applications defined at the order level for Agency/Enterprise-wide Applications. Track current technologies and trends as they relate to the desktop (native), server, web, Cloud as a Service, and mobile application environment support. Application development may require expertise in various areas including, but not limited to agile development practices; front and back-end development; automated (unit/integration/end-to-end) testing; Continuous Integration and Continuous Deployment; Application Programming Interface (API) development and documentation; Cloud deployment; Product management and strategy; Visual design; Building and testing public-facing sites and tools; etc.

Technical Area 8b: ENTERPRISE-WIDE CYBERSECURITY SERVICES Cybersecurity standards, architecture, and engineering include assisting in designing and developing cybersecurity architecture and engineering to improve an Agency’s cybersecurity posture, take advantage of modern technologies such as the cloud, meet Federal requirements, and enhance the user experience. Cybersecurity and privacy services include providing services for continuous monitoring and threat detection, incident response and management, vulnerability management, cyber forensics, and analysis, implementation of the National Institute of Standards and Technology (NIST) risk management framework, and cybersecurity posture assessment.

Technical Area 9b: ENTERPRISE-WIDE CLOUD SERVICES Evaluate, recommend, implement, and support the Agency’s adoption of various cloud technologies such as cloud environments (e.g., AWS GovCloud, Azure Government Cloud, Salesforce Government Cloud); cloud services (e.g., Amazon Web Services, iSite, Snowflake);

and cloud service models (e.g., IaaS, PaaS, SaaS). Examples of Cloud services include but are not limited to: Application Integration Services; Cloud Governance, Security, and Compliance;

Cloud Strategy and Planning; Cloud Storage and Hosting; X as a Service (XaaS)

Technical Area 10b: ENTERPRISE-WIDE DIGITAL MULTIMEDIA AND TECHNICAL

COMMUNICATIONS SERVICES

This category includes but is not limited to Agency-wide Television and Broadcasting services;

Agency website and social media operations; digital communications; institutional audiovisual support; publishing support; and foundational work in graphic, visual, electronic, and broadcast arts. Provide multimedia and communication products, systems, and services to support meeting institutional, programmatic, and mission requirements (e.g., still and motion imagery in support of center events; multimedia engineering, imagery acquisition, and video operations in support of engineering analysis; and mission operations).

Technical Area 11b: PROGRAM MANAGEMENT/ANCILLARY SERVICES AND

SUPPLIES

The Contractor may provide ancillary support as necessary to offer an IT services-based solution.

The ancillary support described here may only be included in a task order when it is integral to and necessary for the IT services-based effort. Ancillary support may include, but is not limited to:

Clerical support Data entry Program Management / Integration Financial management Logistics, Phase-In/transition management Procurement Services

Physical and Cyber security management Facilities Management IT products The minor alteration, and repair to real property

A.3.3. Category C- IT Professional Services (Information Communication Technology (ICT) and Audio Visual (AV) SERVICES) – NAICS 541512

Category C is a complete suite of ICT and AV services that are typically focused on mission and program success through service areas such as custom computer programming services, telecommunication services including network operations, IT-based engineering, and design services, data processing and analysis services, hosting, and related services, IT operation and computer facilities, management services, IT consulting, and educational services, digital government services, cybersecurity, and security systems services.

Technical Area 1c: INNOVATION SERVICES Mission-specific Innovation Services that include both Innovation efforts of continuous improvement and innovation. Continuous improvement is defined as the ongoing effort to enhance the efficiency and effectiveness of IT services. Innovation is defined as the process to identify and implement new ideas and breakthrough solutions that change and/or enhance the services and result in additional Business and/or IT value.

Technical Area 2c: INFORMATION AND DATA ANALYTICS SERVICES (IDAS) The Information and Data Analytics team is a virtually distributed, hybrid team of analysts, data scientists, developers, and technologists working together to rapidly prototype, develop and deploy solutions to address the most pressing analytic challenges. Provide support for IDAS, including Data Science, Data Modeling, Big Data and Advanced Analytics, Artificial Intelligence, Machine Learning Methods, and Practices to the Agency. Support improving the use, management, and application of data by rapidly prototyping, developing, deploying, and maintaining solutions to address the most pressing analytic challenges.

Technical Area 3c: APPLICATION SERVICES/SOFTWARE DEVELOPMENT Perform assessment, planning, design, development, testing, integration, administration, maintenance, operational support, decommission, and documentation for new and existing applications defined at the order level for Mission specific Applications. Track current technologies and trends as they relate to the desktop (native), server, web, Cloud as a Service, and mobile application environment support. Application development may require expertise in various areas including, but not limited to agile development practices; front and back-end development; automated (unit/integration/end-to-end) testing; Continuous Integration and Continuous Deployment; Application Programming Interface (API) development and documentation; Cloud deployment; Product management and strategy; Visual design; Building and testing public-facing sites and tools; etc.

Technical Area 4c: CYBERSECURITY SERVICES Cybersecurity standards, architecture, and engineering include assisting in designing and developing cybersecurity architecture and engineering taking advantage of modern technologies such as the cloud, meeting Federal requirements, and enhancing the user experience.

Cybersecurity and privacy services include providing services for continuous monitoring and threat detection, incident response and management, vulnerability management, cyber forensics, and analysis, implementation of the National Institute of Standards and Technology (NIST) risk management framework, and cybersecurity posture assessment.

Technical Area 5c: CLOUD SERVICES Evaluate, recommend, implement, and support at the Mission/Program level for the adoption of various cloud technologies such as cloud environments (e.g., AWS GovCloud, Azure Government Cloud, Salesforce Government Cloud); cloud services (e.g., Amazon Web Services, iSite, Snowflake); and cloud service models (e.g., IaaS, PaaS, SaaS). Examples of Cloud services include but are not limited to: Application Integration Services; Cloud Governance, Security, and Compliance; Cloud Strategy and Planning; Cloud Storage and Hosting; X as a Service (XaaS)

Technical Area 6c: DIGITAL MULTIMEDIA AND TECHNICAL COMMUNICATIONS

SERVICES

This category includes but is not limited to Mission level Television and Broadcasting services;

Mission website and social media operations; digital communications; institutional audiovisual support; publishing support; and foundational work in graphic, visual, electronic, and broadcast arts. Provide multimedia and communication products, systems, and services to support meeting institutional, programmatic, and mission requirements (e.g., still and motion imagery in support of center events; multimedia engineering, imagery acquisition, and video operations in support of engineering analysis; and mission operations).

Technical Area 7c: IT OPERATIONS AND MAINTENANCE / HELP DESK/CALL

CENTER SUPPORT

Support the operation and maintenance of IT systems. Operations and maintenance on IT systems include all software and hardware associated with mainframes, client/server, web-based applications, XYZ-as-a-Service, virtual desktop infrastructure, and networking. Operational Support includes Infrastructure Management Services (IMS) (Configuration Management;

Network/Hardware Support; Resource Management; Backup and Recovery Management;

Installation, Configuration, and Tuning; Electronic Software Licensing Services, including license: deployment, management, tracking, upgrading, etc.; System Management; IT Operation and Maintenance Planning; Data Quality Management; Continual Service Improvement; IT Infrastructure Optimization; Hardware Asset Management; Software Management) Provide a full array of services, staff, and expertise to operate and maintain Service Desk/Help Desk/ Call Center functions. Provide software system administration and operational support onsite or remotely as required. Install new software releases to supported locations/facilities/sites as required. This may include but is not limited to, individual computer and peripheral maintenance and desk-side services.

Technical Area 8c: NETWORK SERVICES Manage a single end-to-end service provisioning organization that combines and streamlines LAN and WAN communications services for mission networks. Tasks, defined at the task order level, may include but are not limited to Providing continuity of service for legacy custom data network solutions for point-to-point network connections and point-to-point copper and fiber optic circuits; providing Corporate Network Services, Corporate Voice Services, Corporate Data Services, Corporate Collaboration Services, Corporate Management and Operations, Mission Services, Mission Management, and Operations, Customer Relationship Management, Service Management, Strategy Generation, Cybersecurity Support, Cable Plant Services, and Unified Communications and Collaboration (UCC).

Technical Area 9c: DATABASE SERVICES Manage database applications and services including database administration, Database Management System (DBMS) software, and associated database tools both on-premises and in the cloud. Database services include but are not limited to Database creation; Database Monitoring and Alerting; Performance Tuning and Optimization; Database Administration and Security; etc.

Technical Area 10c: IN-SCOPE TRAINING Identify training requirements, obtain, or develop training programs and conduct training for technologies, systems, applications, and products. This includes but is not limited to: IT workforce development and competency-based training; training for personnel to ensure proper operation, maintenance, and testing of systems, applications, and products; training and knowledge transfer to technicians and other staff about services and associated products within the functional scope of the SEWP Contracts.

Technical Area 11c: PROGRAM MANAGEMENT/ANCILLARY SERVICES The Contractor may provide ancillary support as necessary to offer an IT services-based solution.

The ancillary support described here may only be included in a task order when it is integral to and necessary for the IT services-based effort. Ancillary support may include, but is not limited to:

Clerical support Data entry Program Management / Integration Financial management Logistics, Phase-In/transition management Procurement Services Physical and Cyber security management Facilities Management IT products Minor alteration, and repair to real property

A.4. GOVERNMENT'S OPERATING PLAN

There is a SEWP Program Management Office (PMO) staffed by Government civil servants, and NASA support service contracted personnel. The PMO serves four main functions:

contract management, technical oversight, administrative support, and customer support.

The full NASA SEWP Team consists of a Program Manager and Deputy Program Managers, Contracting Officer(s) and Procurement Specialist, Contracting Officer's Representatives (COR), Technical Subject Management Experts, and Customer Service Specialists.

The SEWP PMO will be the focal point of contact for SEWP Contractors and customers by serving as a clearinghouse of information and services relevant to the SEWP contracts.

However, the SEWP PMO is not responsible for promoting Contractor's products or for conducting market research for the Contractor's products.

A.4.1. SEWP PMO Management Services

The SEWP PMO will maintain a database containing all information relevant to order and contract monitoring. The SEWP database will be the official repository for pricing exhibits, electronic reports, summaries of orders, and other contract-related information. The SEWP PMO will validate orders to ensure orders are from a federal agency or authorized federal contractor and that the orders include a valid contract number, a signature and date, and a total dollar amount. Orders will be routed through the SEWP PMO office prior to the Contractor’s acceptance and fulfillment to ensure that appropriate scope, pricing, authorization limits, and other contract and program requirements are continuously monitored. Pricing information will be remotely accessible by Contractors and customers to facilitate the generation of contractually correct orders. The database will be populated via electronic processes as defined in Attachment D- Communication Requirements.

Contractor information systems for order processing and quote generation must be populated with pricing data synchronized with the SEWP database. This will ensure consistency between the Contractor information systems and the SEWP database of record. The data relevant to each Contractor's SEWP contract will be available for access and downloadable by the Contractor on 24 hours, 7-days-a-week basis. Each time a technology refreshment is made in the SEWP database relative to a contractor’s offerings, the new data must be updated in the Contractor's order processing and quote generation systems by the Contractor.

The SEWP PMO will monitor and facilitate the processing of SEWP orders. These services include problem determination, escalation and resolution, and other front-line support services for SEWP POCs for customers and Contractors.

A.5. CONTRACTOR RESPONSIBILITIES

A.5.1. WORLD WIDE WEB SERVICES

The Contractor shall maintain a public website for publishing a full complement of contract related resources to the SEWP PMO, SEWP POCs, and SEWP customers. These resources shall include but not be limited to:

1) A soft copy ordering guide (see section C.1.3.3 for ordering guide specifications) suitable for downloading and printing by SEWP customers.

2) Identification of the Contract as part of a multi-award Government-Wide Acquisition Contract (GWAC) with accurate and clearly stated posting of the Fair Opportunity Clause found within the body of the Contract

3) Online program support information including:

a) How to obtain a quote for hardware, software, or services, including names, telephone numbers and email addresses of appropriate sales representatives.

b) Policy and procedural information regarding installation, basic warranty, extended warranty, technical support, software support, and other post-delivery issues.

This will include the names, telephone numbers and email addresses of appropriate support staff.

c) How to troubleshoot a problematic order including names, telephone numbers and email addresses of appropriate support staff.

4) Links to related Web resources such as corporate home pages and the SEWP home page The Contractor shall provide these SEWP-specific Web capabilities within one month of contract award.

The Contractor’s SEWP related Web pages shall comply with all applicable Government Access Standards for Electronic and Information Technology including such standards based on Section 508 of the Rehabilitation Act Amendments.

A.5.2. PROGRAM OFFICE SUPPORT

The Contractor shall staff a program office that will facilitate communications, electronic reports, order processing and troubleshooting, customer support services, contract modifications, process improvements, technical support services, and any other services deemed necessary to the success of the Contractor's SEWP contract.

The Contractor Program Office will consist of at least a designated Program Manager. The Contractor Program Manager will serve as the main Point of Contact between the Contractor and the SEWP PMO and is responsible for ensuring all contractual and program requirements are fulfilled. The Contractor’s Program Manager’s full contact information must be provided and maintained on the SEWP Home website and at the SEWP PMO.

The Contractor Program Manger must be dedicated solely to a single Contractor.

Other Contractor staff, such as Deputy Program Manager, sales lead, technical support, contract support, etc. providing support for the SEWP Contract must be identified to the

SEWP PMO.

A.5.2.1. Program Manager Meetings The Contractor shall meet regularly with the SEWP PMO to review the state of the Contractor's SEWP contract, to discuss improvements to technical and administrative processes, and to incorporate customer feedback into the SEWP processes. There will be 1 mandatory Program Manager Meetings annually inclusive of the SEWP Annual Meeting.

A.5.2.2 Sales and Program Training The SEWP PMO shall provide, free of charge to the contractor, the following training services:

1) Within 6 months of contract award, the contractor will arrange for at least 1 SEWP

Contract and Program training session. The training will be provided either at the contractor’s facility or a mutually agreed upon site or via virtual training. The training will be free of charge and presented by the SEWP PMO and is a 2-hour session. Through this initial required session and any necessary follow-ons, it is expected that all sales agents and other contractor staff associated with this contract will attend at least one such session.

2) Periodically, throughout the contract period of performance, courses for new employees and/or refresher courses for current employees will be arranged with the SEWP PMO. If major changes or issues arise either directly with the contractor or with the SEWP Program as a whole, follow-up training sessions may be made mandatory at NASA SEWP Program Manager’s discretion.

A.5.3. CUSTOMER SUPPORT SERVICES

The Contractor shall provide, free of charge to SEWP customers, the following customer support services:

1) Timely and accurate sales quotes based on current SEWP offerings and prices.

2) Timely dispatch of up-to-date hard and soft copy ordering guides.

3) Commercially available technical specifications, either on-line or in hard-copy form, for any product available on the Contractor's SEWP contract, per a customer's request.

4) Configuration analysis to determine the suitability, correctness and availability of a contractor’s offerings to the customer's requirements.

A.6. ORDERING GUIDES

The Contractor shall publish an electronic ordering guide suitable for downloading and printing by SEWP customers. The guide shall be available prior to placement of the first delivery order after contract award. Updated versions shall be available no later than 10 business days following each contract modification. The ordering guides should contain the following components:

1) Program support information including:

a) How to obtain a quote for hardware, software, or services, including names, telephone numbers and email addresses of appropriate sales representatives.

b) Policy and procedural information regarding installation, basic warranty, extended warranty, technical support, software support, and other post-delivery issues.

This will include the names, telephone numbers and email addresses of appropriate support staff.

c) How to troubleshoot a problematic order including names, telephone numbers and email addresses of appropriate support staff.

2) Overview information about the Contractor and the SEWP contracts.

A.7. ELECTRONIC PROCESSES

The Contractor must be able to automatically transmit, receive and process information to and from the SEWP PMO via electronic means as identified in Attachment D. General policies and procedures shall be established and published (Attachment D) by the SEWP PMO to be followed by the Contractor when using electronic methods for transmitting, receiving, and processing business documents. The Contractor must comply with these policies and procedures.

It is the goal of this procurement to utilize the Internet for the exchange of all relevant business documents. It is also desirable to accommodate a broad and diverse customer base. Where a customer is not yet able to transmit electronic documents, it may be necessary for the Contractor to process traditional paper documents. It is not the policy of this procurement to encourage paper orders, merely to accommodate them where electronic ordering is not yet possible.

For order processing, at a minimum, the Contractor shall be able to process the following electronic documents:

1) Delivery Order

2) Order Status Reports

3) Post Order Reports

4) Administrative Handling Fee Reports For technology refreshment and contract modifications, at a minimum, the Contractor shall be able to process the following electronic documents:

1. Technology Refreshment Requests Detailed information as to the format and specific processes and procedures is outlined in the Contract Holder User Manual

A.5.3. CUSTOMER SUPPORT SERVICES