Attachment C Seed Task Order One PWS.pdf

Task Order 001 End User Management Performance Work Statement

3/16/2020

140R8120R0005

IMT Enterprise Support Solutions IDIQ

Attachment C

Contents

Page

1.0 INTRODUCTION

2.0 OBJECTIVES

3.0 TECHNICAL REQUIREMENTS

4.0 SERVICE REQUIREMENTS

5.0 CLIN POSITIONS

6.0 REPORTS

7.0 DOCUMENTS

8.0 DELIVERABLES

9.0 GOVERNMENT FURNISHED EQUIPMENT

10.0 TELEWORK

11.0 HOURS OF OPERATION

12.0 PERIOD AND PLACE OF PERFORMANCE

13.0 PREFORMANCE REQUIREMENTS SUMMARY

14.0 HISTORICAL DATA

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Performance Work Statement End User Management Services

03/09/2020

1.0 INTRODUCTION

1.1 The Bureau of Reclamation, Enterprise End User Management maintains a central point of contact for Information Technology (IT) support services entitled the Reclamation Enterprise

Service Center (RESC). Reclamation is looking to maintain a RESC that combines traditional

Tier 1 and Tier 2 level support of its Service Catalog.

2.0 OBJECTIVES

2.1 The primary objective is to provide Tier 1 and Tier 2 IT support services for the Bureau of

Reclamation (Reclamation) for a variety of IT services. This support may be accomplished via telephone, e-mail, remote desktop, walk up, or at the user’s desk

2.2 Tier 1 support includes, but is not limited to, the following areas: Intranet portal and collaboration support via SharePoint; general IT user inquiries; begin process for incident and problem resolution; directory service and application-specific password support; desktop and cellular phone support; call tracking and monitoring; basic functionality training; mobile device application support; providing and tracking desktop and laptop computers for loan and training purposes; providing new user security training kiosks; virtual private network (VPN) support;

self-service kiosk support; being the single ticket owner.

2.3 Tier 2 support includes, but is not limited to, the following areas: Intranet portal and collaboration support via SharePoint; desk-side/desktop support; e-mail operational support;

copier/print service and support; and mobile device management. Desk-side/desktop support includes, but is not limited to, the following: application installation and support; desktop, laptop, and peripheral IT device break-fix support; provisioning new computers, delivery, and setup for the user; IT equipment retirement and data destruction.

2.4 The Enterprise Operations Division Service Catalog will be the definitive source of the services offered to customers. The RESC will be responsible for all Tier 1 and Tier 2 level IT support for each service listed.

3.0 TECHNICAL REQUIREMENTS

3.1 The Task Order shall comply with the base requirements in accordance with the IDIQ contract in this Task Order.

3.2 The Contractor shall provide a comprehensive service desk staffing/transition plan with proposal submission. This Plan must establish the operational framework that is necessary to ensure a seamless, low-risk migration. The plan must outline the actions and timeline necessary for the transition to occur and the communications necessary to ensure a flawless implementation. The plan at a minimum must include the following

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3.2.1 Transition-in approach and schedule

3.2.2 Staffing/Hiring approach

3.2.3 Retention approach

3.2.4 Knowledge transfer approach

3.2.5 Training of staff on Reclamation environment and process

3.2.6 Service continuity (ensuring no disruption of service during transition)

3.2.7 Designated backups to key personnel (as outlined in section 3.3)

3.2.8 Potential Risk and mitigation strategy

3.3 Tier 1 Support

3.3.1 Tier 1 shall be the front-line first level support team and responsible to enter incidents and service requests in the incident tracking system. They are the first level customer-facing support and have key role to resolve most common incidents and requests. The

Tier 1 shall triage all incidents and requests and assign or escalate all tickets, accordingly. Tier 1 analysts will perform Total Contact Ownership (TCO) of all incidents and requests either within or outside of the Service Desk queues. Tier 1 shall maintain excellent collaboration and working relationships with all tier teams and end-users/customers.

3.3.2 Tier 1 team shall focus on First Contact Resolution, First Level Resolution, being the single point of contact for Reclamation users, Average Hold Times, and single ticket ownership (including the creation and closing of all user related tickets). When appropriate, the Tier 1 team shall elevate to the Tier 2 team when escalation thresholds have been met.

3.3.3 The current operating environment consists of:

3.3.3.1 Average of 3100+ tickets per month with an increase of 10% expected.

3.3.3.2 Number of local workstations is approximately 1,650 in Bldgs. 67and 56 at

Denver Federal Center (DFC).

3.3.3.3 Number of Bureau wide workstations is currently approximately 7500 managed.

3.3.3.4 Ivanti Service Manager v.2018.3 Call tracking system.

3.3.3.5 Elevated privileges to Reclamation servers, workstations, and applications.

3.3.3.6 Microsoft Desktop operating system currently Windows 10.

3.3.3.7 Microsoft System Center Configuration Manager (SCCM).

3.3.3.8 Microsoft System Center Operations Manager (SCOM).

3.3.3.9 RESC knowledge base using SharePoint Enterprise template.

3.3.3.10 Bomgar Remote management system.

3.3.3.11 Microsoft Office suite of products.

3.3.3.12 Notebooks for on call staff with Air cards and Virtual Private Network

(VPN) access.

3.3.3.13 NetIQ Directory & Resource Administrator software for management of

Active Directory groups and user accounts.

3.3.3.14 Centrify for management of Active Directory groups and user accounts.

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3.3.3.15 Service Level Agreement (SLA) for Denver Office governs support levels.

3.3.3.16 Cisco Unified Contact Center Express Automated Call Distributor routes calls for during business hours and for after-hour support using GFE cell phones.

3.3.3.17 Approximately on average less than 10 after hours support calls per week.

3.3.3.18 Mersive Solstice Wireless Content Sharing for conference rooms.

3.3.3.19 Dell Thin Clients and Virtual Desktop Infrastructure.

3.4 Tier 2 Support

3.4.1 Tier 2 shall be the second level support team. Tier 2 shall intercept and handle all escalations from Tier 1 and shall be senior helpdesk support analysts. Tier 2 shall maintain excellent collaboration and working relationships with all tier teams and end-users/customers. Tier 2 shall have strong troubleshooting skills.

3.4.2 Within the RESC, the Tier 2 team will focus on ticket resolution times consistent with the Service Level Agreement (SLA) in effect with our customers. The Tier 2 team is meant to be the intermediate support level between the Tier 1 team and the subject matter experts (Tier 3). The current operating environment listed for Tier 1 applies to

Tier 2 as well. Operating environment items that differ from Tier 1 are:

3.5 Electronic Messaging

3.5.1 Reclamation currently utilizes the DOI instance of Microsoft Office 365 for

Government called BisonConnect. The Electronic Messaging Team is responsible for enabling user email accounts, various calendaring functions, chat and, creating and managing distribution lists. The team is also responsible for management of Microsoft

OneDrive, restoration of email, message tracking, mobile device management and is for the installation, maintenance, configuration and management of Reclamation’s internal and external SMTP implementation.

3.5.1.1 Current Operational Environment:

3.5.1.2 Operating Environment: Microsoft Office 365 for Government, Google

Chrome, Microsoft SMTP

3.5.1.3 Email Services: Email, Drive, Sites, Calendaring, Chat, Mobile Device

3.5.1.4 Mobile Device Management: MaaS 360

3.5.1.5 Mobile Device Support: Android, iOS, Windows

3.5.1.6 Account Management: NetIQ DRA, Active Directory Sync, VBScripting, PowerShell scripting

3.5.1.7 General user support in any functionality related to e-mail, calendaring, cloud storage of documents, simple collaboration sites, and contacts

3.5.1.8 General user support in the access of corporate e-mail with a mobile device

3.5.1.9 Mobile Device Management (currently MaaS, Blackberry Enterprise Server, and cPanel)

3.6 Telecommunication Support

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The Data/Telecommunications team provides LAN, voice and video communications services/coverage for the Denver Office. The team manages and maintains all networked systems software and hardware used for the transmission of information in voice, data, and/or video formats in the Denver office. This team works closely with customers to resolve any of their communications problems and at times must interface with the Regions or Washington

Office to resolve customer issues. The use of automatic data processing and source data automation is used to design and produce reports and in completing maintenance and production assignments. The current operating environment consists of:

3.6.1.1 Cisco Switches and Routers

3.6.1.2 Category 5 & 6 cabling

3.6.1.3 Multi- and single-mode fiber

3.6.1.4 Fiber plant

3.6.1.5 Polycom VSX & HDX codecs, Tandberg 6000MXP codec, RMX-2000, CMA 5000, CMA Desktop and MGC-25 video equipment

3.6.1.6 Avaya/Nortel CSM 1000M Multi Group Communication switch, CallPilot

Voicemail, CallPilot Reporter, and Telephony Manager

3.6.1.7 Cisco Unified Communications Manager

3.6.1.8 Cisco Unity Connection Voicemail

3.6.1.9 Cisco Unified Contact Center eXpress

3.6.1.10 Cisco Voice Gateway

3.6.1.11 SolarWinds, Intermapper

3.6.1.12 Data Communications/Voice/Video Administration hours required for 7 months based on past history is 1080

Proctor PBX ANI ISDN-911 Translator E-911 Emergency location system

3.7 Desk-Side/Desktop Support

3.7.1 Contractor shall provide support for desktop initiatives including installation, setup, incident and problem resolution, and movement of network devices including rapid workstation deployment, software compliance, hardware and software standards, hardware and software upgrades, new operating system deployment, and desktop tools.

3.7.2 Contractor shall provide at-desk support for the desktop for the local office staff located in Building 67, 56, and 25 at the DFC. This shall include support for applications, hardware, operating system, printers, and other systems that can attach to the desktop. This will include support for PCs that are under warranty.

3.8 Windows Server Application Administration

The Bureau of Reclamation uses a variety of COTS (Commercial off the shelf) software. Many of these applications are client/server-based applications, meaning that the client installed software relies on a server within Reclamation in order to operate. The current operating environment consists of:

3.8.1 Windows Server 2012 and Server 2008 R2 Operating Systems

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3.8.2 Examples of current applications include, but is not limited to: eDRAWS, Hard Dollar, GRC, Flexera license managers, RightFax, Aspen Relay, Primavera products

3.8.3 Working with the Tier 3 Windows system administrators to install and configure the applications according to the user/user group’s specifications.

3.8.4 Working with the customers to address service calls related to the client/server software.

3.8.5 Planning existing software upgrades with customers and system administrators.

3.8.6 Monitoring the general health of the Windows client/server applications.

3.8.7 Managing and maintaining software license servers for various software packages.

3.9 Computer Imaging Lab. Reclamation maintains a separate Imaging Room for any support that requires opening a desktop or laptop. There are multiple LAN connections within the room for imaging and reimaging machines. The Imaging Room is a PIV card secure room under camera surveillance. Customer equipment shall be locked in the Imaging Room if the equipment is left at the RESC overnight.

3.10 Multi-functional Devices and Print Support.

3.10.1 Contractor to support existing and future provisioned printers and copiers that are procured by federal staff. The Contractor shall be responsible for the following:

3.10.2 Current Operating Environment.

3.10.2.1 55 Xerox Multi-functional devices

3.10.2.2 Oce Wide Format Engineer printer

3.10.2.3 Rochester Software Associates (RSA) WebCRD1 application

3.10.2.4 Xerox CentreWare

3.10.2.5 Kofax Middleware Solutions

Mobile Print

AutoStore

Output Manager

Print Analysis

Rules Based Routing

3.10.2.6 MarcomCentral FusionPro variable data print (VDP) application

3.10.3 Management of Printer Objects.

3.10.3.1 Create, delete and modify printer objects.

3.10.3.2 Load print drivers for supported end user computing equipment.

3.10.3.3 Manage print groups.

1 RSA WebCRD is an on-premise hosted turnkey web-to-print job submission application for end users to submit and order printing, variable data items (i.e., business cards), print-on-demand documents, and corporate preprinted products. https://www.rocsoft.com/WebCRD https://www.rocsoft.com/WebCRD

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3.10.3.4 Clear print queues.

3.10.4 Contractor to provide installation, configuration and coordination of all printing related tasks that require placing a printing device on the network. Tasks will include (IP

Addresses, telecom port activation, print object creation, printer device relocation).

3.10.5 Contractor to Manage and monitor print devices using Xerox Centre Ware, HP

Webjet Admin or Contractor supplied equivalent toolset.

3.10.6 Contractor shall manage and monitor secure printing devices by applying NIST standard security settings; for example: disable unused ports and services. Password protecting the printer control panels and embedded web server (EWS) of each device and enabling secure erase options for all hard drive/memory devices that may reside on printing devices.

4.0 SERVICE REQUIREMENTS

4.1 Contractor shall generate a ticket2 as an incident3 or service request4 for each help desk contact that documents the reported issue, solution(s) attempted and ultimate resolution.

4.2 Contractor shall serve as the Incident Owner5 for all incidents initiated via the Service Desk, email or Web interface and recorded in Reclamation’s Enterprise Service Desk tracking system through all the service tiers. Responsibilities include:

4.2.1 Oversees all activities related to the assigned incident.

4.2.2 Responsible for the overall handling of a specific incident.

4.2.3 Determines which CIs are involved in the incident.

4.2.4 Brings in appropriate analysts/specialists as needed.

4.2.5 Ensures that the incident is resolved and closed.

4.3 Single Ticket Ownership: The RESC, specifically Tier 1, will be the owner of all customer originated tickets. The Tier 1 team will be the only staff able to close tickets.

2 A ticket is the generalized term used to refer to a record of work performed (or needing to be performed) by an IT support organization to operate a company's technology environment, fix issues and resolve user requests and is recorded in the Incident Management System.

3 Incident – An unplanned interruption to an IT Service or reduction in the quality of an IT service. The resolution should provide a quick fix that resolves the interruption and restores the service to its full capacity. This can include but is not limited to workstation not starting up, WiFi is not working, or installed software will not open.

4 Service Request – A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user; for a standard change (a pre-approved change that is low risk, relatively common and follows a procedure or for access to an IT service.

5 An Incident Owner is responsible for an individual incident or service request. The Incident Owner oversees the handling of the incident, bringing in analysts and specialists as needed to handle the incident. The Incident Owner is responsible for seeing that analysts and specialists bring the incident to a close.

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4.3.1 Reclamation’s ticketing process defines “Resolved” as ‘The IT support technician believes a solution/service has been provided, however, the affected customer has not verified resolution.

4.3.2 Reclamation’s ticketing process defines “Closed” as ‘A solution/service has been provided, and the customer has confirmed receipt of the solution/service.” Tier 1 is responsible for confirming resolution with the affected customer before placing a ticket in the “Closed” state.

4.4 Incident Resolution. Contractor shall resolve IT Incidents assigned to their workload queues in the government provided Ticketing System within the timeframes required in this performance work statement. The timeframe is defined as the time from when the incident ticket is placed in the support group queue in the trouble ticketing system until the time the problem is resolved and verified with the user. Refer to the priority levels.

4.4.1 Contractor shall research the problem, determine cause, and recommend corrective action. Problem reports shall be recorded, tracked, and resolutions entered into the

Reclamation provided problem tracking system.

4.4.2 Contractor shall verify problem resolution with the customer prior to ticket closure.

4.5 Service Requests. Contractor shall review, action and resolve IT service requests assigned to include documenting resolution and actions taken in the trouble ticketing system. This includes but may not be limited to request for changes in environment, installation, move or change in computing hardware or software, or changes to the physical infrastructure. Service requests shall include work required by another Enterprise Service Area (ESA) in support of overall mission completion.

4.6 Incident management/Service requests. Contractor shall resolve issues on incidents and provide workarounds as needed with approval from government. The contractor is to have skilled and experienced staff in place that can meet first call resolution, have technical knowledge of system operations, insure sound technical solutions, ability to explain services to customers, resolve issues, and provide how-to information, keeping customer satisfaction high as outlined in the deliverables. The contractor shall ensure that the walk-up desk and RESC telephones are staffed at all times during business hours. Contractor is to insure that the Key Performance

Indicators are met and exceeded taking into account a balance of overall customer satisfaction and insuring the personal touch is maintained.

4.7 Escalation Management. Contractor shall immediately escalate Incidents or Service Requests that are outside the scope of their responsibility to the appropriate work group.

4.8 Communications: Contractor shall maintain courteous, professional, and quality communications across all areas. This would include communications with other contractors, Government employees and staff members, as well as any other personnel they interact with while conducting business.

4.8.1 All work shall be conducted in a team environment and all contractor staff shall cooperate with team members.

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4.8.2 Contract staff shall conduct meetings within each technology group to share new technologies, processes and procedures to ensure consistency of knowledge.

4.8.3 Contractor shall make staff available to provide consulting and communication services to local and enterprise-wide teams, boards and working groups on a continuing or ad hoc basis.

4.8.4 When working on tasks or projects the contractor shall transfer knowledge to the

Government staff concerning the details of the task or project. The RESC must still be covered during meeting times to ensure customer needs are meet.

4.9 Account Activation. Contractor shall provide account provisioning and password resets for email accounts for users. Upon receipt of an approved request for an account, the Contractor shall complete the following to comply with the SLAs:

4.9.1 Create and configure accounts or forward account requests to appropriate account administrator.

4.9.2 Follow up on forwarded account requests to ensure all accounts (i.e., LAN, email, etc.)

have been activated.

4.9.3 Communicate status and expected time of account availability to requestor and affected user.

4.10 Account Deactivation. Account deactivation is considered a Priority Level 1 activity, upon receiving a scheduled account deactivation request, the Contractor shall complete the following:

4.10.1 Deactivate account or forward account deactivation request to the appropriate support technician.

4.10.2 Follow up to ensure that all accounts have been deactivated.

4.10.3 Communicate account deactivation to service request interface and requestor.

4.10.4 Under special circumstances, as directed by the COR, the Contractor shall take immediate action to shut down the identified account(s).

4.11 Quality and queue management: Contractor shall utilize Quality and Queue Management techniques to monitor ticket performance, ensure ticketing workflow enhances RESC ability to meet SLA times, and ensure quality of data entered into ticketing system.

4.12 Special Needs Support. Contractor shall provide technical support and assistance for users with special needs. This support includes work such as requests for hardware/software to support persons with disabilities. Examples include but are not limited to: ZoomText, JAWS, Dragon software, Sorensen/Z5 video phones, tablets or other type of video enabled devices.

4.13 Quality of Service: Contractor shall provide quality of service control for all service management ensuring that the best practices for ITIL and HDI are followed. The contractor shall ensure that Key Performance Indicators (KPIs) are met or exceeded. The contractor shall ensure that consistent, accurate information is communicated to the end users for questions and problem resolution. The contractor shall coordinate this information with the Government to ensure quality of service is maintained. The contractor shall develop, maintain, and implement

Modified Date: 6/3/2020 12:35 PM Page 11 of 22 a quality of service and improvement plan in cooperation with and approved by the government for the RESC.

4.14 Processes and procedures: Contractor shall develop, implement, and maintain processes and procedures used by the RESC. The contractor shall coordinate all procedures and processes with the COR. Changes to any process or procedure shall be approved by the government before implementation and full documentation shall be provided by the contractor.

4.15 Vulnerability and security: Contractor shall follow vulnerability and security guidelines and documents. The contractor shall ensure all requirements outlined in Reclamation procedures and documents are followed. The contractor shall ensure that waivers, change requests, and other security documents comply with processes and procedures. Contractor shall resolve and coordinate remediation with technical points of contact. The contractor shall report on all related issues to ensure open communications and the ability to meet the requirements. The contractor shall identify, document, and report communication security issues. The contractor shall provide data communication, voice, and video risk and impact assessments and risk mitigation strategies along with participate in risk mitigation activities. The contractor shall contribute to the implementation and maintenance of the DOI Security requirements, participate in the

Certification & Accreditation (C&A) process, and provide input to the X300 Business case(s).

The contractor shall update, test and document the Contingency Plan(s). The contractor shall provide technical benchmarks and technically implement STIGS.

4.16 Network based printers: Contractor shall maintain the network-based printers and follow up with service staff to ensure the standard configurations have been restored to the printer after service is complete. A third-party contractor specializing in this service will perform hardware service for the network printers.

4.17 Administer office workstations: Contractor shall administer and support desktops, workstations, laptops and peripheral equipment. The contractor shall create and/or configure desktop/workstation environments; establish and manage the hardware 'integrated' environment; receive hardware; ensure connectivity; create forms/worksheets as needed to execute processes; provide recommendations for new processes; receive new and recycled hardware; image and/or re-image systems; install, configure, test, and ensure integration for hardware and software, Smartphones, peripherals, and input/output devices. The contractor shall support databases, initialization files, and other desktop configuration needs; install and/or un-install software; establish and implement desktop and software configurations; schedule and coordinate software releases; execute SOPs and implement STIGs, as requested; resolve integration issues; establish and manage a software 'integrated' environment; resolve hardware problems; identify, document, and report problems; identify, document, and implement solutions; research and resolve desktop OS problems; manage software versions on the desktop(s); manage systems not patched by SCCM by manually patching as required.

4.18 Warranties: Contractor shall support and execute warranties; confirm warranties, agreements, and warranty availability; consult and coordinate warranty procedures with vendors. Contractor shall be able to obtain priority technical assistance from third party vendors, order warranty replacement parts, receive and install warranty replacement parts, and provide desktop/workstation support to ensure problem resolution. The contractor shall provide remote

Modified Date: 6/3/2020 12:35 PM Page 12 of 22 administration of desktops in coordination with regional IT staff. Office workstations include electronic devices used for the storage, manipulation, printing, scanning, or transmission of data.

Examples include desktop, laptop, notebook, and tablet computers, handheld/mobile devices, and peripheral devices. Client software includes individual or bundled (suite) personal productivity

(e.g., word processor, spreadsheet, meeting presentation, local database management systems etc.), groupware/collaboration (e.g., web conferencing, electronic mail, scheduler, electronic calendars, project management etc.) applications that are part of a standard deployment on User

Client Hardware.

4.19 Common area workstation support: Contractor shall ensure that workstations located in common areas are maintained, imaged and updated to keep them in top operating conditions. The systems currently needing this type of service are: Room 366, CIO Conference room 3rd floor

SE; Room 316D-Admin Directors Conference room, 3rd floor NW; Room 900-SSLE

Conference room, 9th floor CW; Room 1488-Video Conference room, 14th floor-SW; All conference rooms on the 12th floor. Other workstations may be added to this list as need arises.

4.20 Active Directory rights management: Contractor shall manage access to the network for staff in the local office and support this effort for staff from other regional offices. Contractor shall process new user ID requests as a Priority 1 service request and enter proper information into the system as required. The contractor will activate IDs created by other processes and add appropriate access privileges for the user.

4.21 Single Point of contact: Contractor shall (Tier 1 team) shall be the central point of contact for all IT services as specified in SLAs. This will include sending of Government-approved Denver

Office informational e-mails. The contractor shall perform the duties of the Incident Manager in the classification, correction, escalation, and reporting of all reported incidents including security incidents. Contractor shall communicate with the government to obtain answers and decisions for customer support issues that are not documented, without processes or procedures. Then create the proper supporting documents, procedures and responses to enable them to provide a consistent customer response. Contractor shall bring outdated, changed or other process/procedure issues to the government and make recommendations for updated and streamlined service changes.

4.22 Application Customer 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.

4.23 Ticketing, utilities and knowledge system management: Contractor shall support the

SharePoint knowledge base, the RESC SharePoint Portal, Bomgar, and all tools used by the

RESC. The contractor shall provide excellence in obtaining information and conveying this information to other groups so that the customer’s issue is resolved quickly and efficiently. The contractor shall take the time to carefully work and state the customer’s problem in a succinct and error-free manner in the ticketing system. The RESC shall be the owner of the tickets and ensure oversight, customer communications, and updates are entered to maintain service quality.

Contractor shall provide reports to the government as needed to resolve issues, research complaints and to ensure excellent quality of service is provided.

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4.24 Maturity Level: Contractor shall conduct semi-annual assessments of the RESC in coordination with the Government and Team Leads focusing on areas including RESC structure, staff, problem management, technology, and customer management. Each of these categories will receive a “maturity level” rating on a 70-point scale indicating the degree to which the RESC has adopted critical and essential elements for optimal function. The Contractor shall calculate a composite score for the entire RESC based on these individual assessments. The initial assessments will establish baselines and identify specific areas for improvement, and subsequent assessments will measure progress. The continued improvement of the maturity level will provide insight into the contractor’s management of the RESC. Contractor shall develop a proposal for quality assurance and continual service improvement. This proposal will be reviewed and updated each year.

4.25 Testing: Contractor shall support testing efforts of new and current applications to ensure they are operational in the desktop environment and do not impact other services. The contactor shall support development of documentation for testing and support of applications to ensure all aspects of the deployment process is complete. Coordination with the Quality Assurance personnel, Windows and UNIX System Administration teams and regional staff as required maintaining a quality testing environment.

4.26 Desktop telephone and cellular phone support: Contractor shall provide voicemail and password support for desktop telephones. Distribution and support of government-approved cellular phones. Support for the setup and basic functionality of approved mobile phones. Support for approved mobile applications.

4.27 Voice Communication/Customer Service: Contractor shall acknowledge and address daily requests for moves, adds, changes, or new service requests for all voice, fax, modem, voicemail, video and audio conference calls. The contractor will be responsible for the termination of all services set for users upon their separation from BOR. The contractor shall inform BOR of any system alarms noticed or any potential service effecting conditions when applicable. The contractor shall coordinate with Facilities and other vendors for re-cabling and installation requirements due to systems furniture changes, new room construction, floor core repositioning or additional service request in buildings 67, 56, 53, and 25.

4.28 Video Communication/Customer Service: Contractor shall acknowledge and address daily requests for service requests and incidents. The contractor shall assist in the setup, connection, and monitoring of daily scheduled/nonscheduled video conferencing (VC) equipment, including display of content when required. This will include the ability to set up/reconnect point to point as well as multipoint VC calls, both on and off the Reclamation network. VC calls may be IP, ISDN, or any combination of the two.

4.29 Data Communications/LAN Support: Contractor shall acknowledge and address daily requests for service requests and incidents. The contractor shall install and route/re-route local area network (LAN) connections with copper and fiber cables. The contractor shall manage/troubleshoot port connections. The contractor shall keep accurate network connection

Visio maps current as changes occur for building 67, 56, 53, 25, and the Denver Data Center.

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4.30 Voice Communication/Maintenance Service: Contractor shall support the BOR staff in the management of equipment inventories and the management of network equipment including preparing equipment for shipment(s) and/or permanent equipment removal, organizing storage rooms and equipment racks, keeping accurate maps of cabling, equipment locations, and server racks and trays. The contractor shall maintain and keep standard updates to the Excel spreadsheet associated with BORs Emergency location system (E-911).

4.31 Audio Visual (AV) Support:

4.31.1 Contractor shall provide basic Tier 1 AV support to all Denver Office AV meeting spaces and limited support in related meetings spaces for other sister government bureaus in Building 67 and 56. Provide occasional backup support to Tier 2 AV support tickets.

4.31.2 Contractor shall (Tier 2 AV) support will be provided under another Service Provider contract vehicle that shall be responsible for the of day to day onsite administration of the AV systems throughout Denver Office Reclamation buildings including system monitoring, system setup for meetings, component troubleshooting, user issue troubleshooting, and lifecycle management of components.

4.32 Print Management.

4.32.1 Fleet & Wide Format Copier Support: Contractor shall support all Denver Office fleet and wide format copier gear for service requests and incidents as follows:

4.32.1.1 The support shall consist of complete management and oversight of the gear that includes setup, connection, monitoring, trouble shooting, training, toner management and placing service calls as needed. Includes support for all printing issues, (paper jam, printing errors, paper tray errors, toner replacement) and device communication errors.

4.32.1.2 Setup system alerts for consumables (toner, staples, etc.) and parts (drum kits, etc.) ensure that consumables and parts are replaced prior to them being out.

4.32.1.3 Manage the copier consumables inventory levels, install replacements for consumables (e.g. toner) reorder as necessary against government established contract to ensure no device is down due to lack of consumables on hand and facilitate maintenance and break fix issues with the

Reclamation Managed Print Services provider as needed.

4.32.1.4 Provide complete configuration, setup, testing and security scanning of future replacement multi-functional devices and associated applications to support gear, including proof-of-concept gear.

4.32.2 Web-to-Print Support: Contractor shall support our web-to-print application for service requests, and incidents.

4.32.2.1 The support shall consist of complete management and oversight of the application and associated modules includes setup, connection, monitoring, trouble shooting, training and create variable data templates in both test and

Modified Date: 6/3/2020 12:35 PM Page 15 of 22 production environments. All service incidents will be handled as priority level 2.

4.32.3 Paper Management Support: Contractor shall support the Denver Office with paper inventory management.

4.32.3.1 The support shall consist of complete management and oversight of paper inventory levels at each copier location.

4.32.3.2 The actual supply and purchase of the paper is not a requirement herein and is covered under a separate government procurement method.

4.32.3.3 Develop and management copier location maps to support paper inventory and vendor delivery.

4.32.4 Mobile Print Support: Contractor shall support a suite of print management applications that cover mobile print, rules-based routing, and print analysis functions for service requests, and incidents.

4.32.4.1 The support shall consist of complete management and oversight of the application including setup, connection, monitoring, and trouble shooting.

4.33 Computer Loaners:

4.33.1 Contractor shall provide required support to manage requests for computer loaners of government provisioned computers for training, short-term loan, or international travel.

4.33.2 International Travel. On average over a 12-month period Reclamation averaged 4 users per month requiring laptops provisioned for travel. The data is based on 50 laptops provisioned between January 2019 and December 2019.

4.34 Training Kiosks: Contractor shall provide and maintain new user training kiosks: Provision, support, and provide at least two training kiosk computers for new user security training. Provide user support and ensure certificates are printed and contain all pertinent and accurate information.

4.35 Perform data destruction: Contractor shall perform data destruction on excessed IT equipment via disk wiping software, degaussing, and/or destruction of media with government oversight.

4.36 Mobile Devices. Contractor shall provide sustainment support and the installation, configuration and maintenance of the Reclamation-Wide Mobile Device services, to include, but not limited to:

4.36.1 Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs. Keep pace with new products and enhancements to mobile technology.

4.36.2 Assist the government in providing technical reviews for mobile computing devices.

4.36.3 Respond to user requests for service and/or information for their mobile device needs.

4.36.4 Deploy enterprise applications and software for mobile devices, to include wireless air cards, access points and Operating system updates.

4.36.5 Train end users on mobile device technology

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4.36.6 Assist with the deployment of security and device management policies

4.37 Wireless Device Administration.

4.37.1 Contractor shall provide local telecommunications technical support and administration for commercial mobile telecommunications and mobile devices to include but not limited to, cell phones, air cards, MiFi, iPhones, and iPads.

4.37.2 This technical support shall be provided to all applicable Reclamation users within the area of this Task Order and the Base IDIQ, and remote users when applicable.

4.37.3 Contractor shall coordinate with the government as needed with the COR for telephony services. Support includes international services for deployed personnel as well as additional support for other Reclamation locations as determined by the

Government.

4.37.3.1 International Travel. On average over a 12-month period we averaged 2 users per month requiring mobile devices provisioned for travel. The data is based on 43 mobile devices provisioned between January 2019 and

December 2019.

4.37.4 Contractor shall provide support, in conjunction with vendor provided support (e.g.

Verizon, AT&T), for all wireless devices.

4.37.5 Contractor shall setup and configure mobile devices for users and ensure Security

Technical Implementation Guides (STIG) settings are maintained on devices.

4.37.6 Contractor shall assist users with password settings and resets, application support, and e-mail support on government-approved mobile devices.

4.38 Service Level Agreements (SLA)/Operational Level Agreements (OLA): Contractor shall be familiar with and perform in accordance with all SLAs/OLAs that are in place. Tracking shall ensure that SLA/OLA requirements are measured and are being met at required target levels or above. This information will be provided through the monthly report card and alerts as the government deems appropriate.

5.0 CLIN POSITIONS

5.1 The following labor-hour CLINs are required on this Task Order:

CLIN DESCRIPTION QUANTITY

0031 Help Desk Technician 1 4

0032 Help Desk Specialists 2 6

0033 Help Desk Manager\Lead 1

0052 Systems Administrator 2 2

6.0 REPORTS

6.1 The Task Order shall comply with the base requirements in accordance with the IDIQ contract.

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7.0 DOCUMENTS

7.1 Standard Operating Procedures (SOPs). Contractor shall maintain and update existing SOP documents and/or manuals to explain various procedures within the Reclamation information systems environment. Contractor shall develop an SOP for any process or procedure that does not have documentation established.

7.2 Contractor shall provide the required documentation to the Government on tasks and projects assigned; specific documentation will be clarified through technical task clarifications. This documentation includes SOPs, flowcharts, wiring diagrams, network diagrams, and system design documents, ad hoc reports, Security Technical Implementation Guides (STIGs), operating and maintenance requirements, progress reports and milestone reports and any other documentation required by the Federal Government.

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

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8.0 DELIVERABLES

8.1 The Task Order shall comply with the base requirements in accordance with the IDIQ contract identified in this Task Order for deviation on deliverables.

8.2 The following deliverables as applicable.

PWS Para Brief Description Delivery Schedule

Parent Solicitation Monthly Status Report

10th calendar day

Parent Solicitation Staffing and Transition Plan Upon Task Order award and any personnel changes occur during POP

Parent Solicitation Meeting Minutes

On Going

Parent Solicitation Standard Operating Procedures

On Going

Section 4.0 Briefings and reports pertaining to activities that apply to system security

As Requested

Section 4.0 Briefings and reports for system related installation, configuration, maintenance and support

Section 4.0 Maintain and notify the Government of changes to the on-call rotation schedule

9.0 GOVERNMENT FURNISHED EQUIPMENT

9.1 The Government will provide the following GFE under this Task Order;

9.1.1 Suitable workspace cubicle.

9.1.2 Government STIG computer (Accountable Property).

9.1.3 Microsoft Office O365 Suite.

9.1.4 Desk VoIP Telephone/Cisco Jabber.

9.1.5 Photo ID PIV Card (after security adjudication).

9.1.6 Active Directory Account.

9.1.7 Government Email Account.

9.1.8 VPN Account.

9.1.9 Mobile Phone (Accountable Property), if applicable depending on position assignment of each contractor personnel. COR has final determination on the issuance of this item.

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9.1.10 Multi-functional copier/printer access.

9.1.11 Basic office supplies.

9.1.12 Suitable surface parking near Building 67.

10.0 TELEWORK

10.1 Telework. The Government has determined that the services provided under this Task Order are not eligible for regular scheduled or recurring basis telework. The Government may authorize situational6 telework to Contractor personnel as deemed appropriate on a case-by-case basis authorized by the CO/COR/TSAL and Contractor Project Manager discretion.

11.0 HOURS OF OPERATION

11.1 The Task Order shall comply with the base requirements in accordance with the IDIQ contract for hours of operation identified in this Task Order.

12.0 PERIOD AND PLACE OF PERFORMANCE

12.1 The period of performance will be October 01, 2020 through September 30, 2021.

12.2 The location for the effort is the Bureau of Reclamation, Denver Federal Center, Building 67, Denver, Colorado, 80225.

13.0 BUSINESS CASUAL DRESS

13.1 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. This Task Order requires contractor staff to wear shirts/blouses identifying their company name and function in the form of embroidery or name tag.

6 Situational Telework is a case-by-case work arrangement conditional to government advance approval that allows contractor personnel to perform work, during any part of regular scheduled work hours on a particular work day, at an approved alternative worksite as a result of inclement weather, special work assignments, or irregular in nature (i.e., continuity of operations (COOP) in the event of a crisis or national emergency). If granted the contractor shall be responsible to ensure personnel have valid VPN accounts and are connected and responsive to all work requirements with no difference in the level of support, responsiveness and availability while teleworking.

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14.0 PREFORMANCE REQUIREMENTS SUMMARY

Performance Standard Acceptable Quality

Level

Method/Frequency of Surveillance

Incentives / Disincentives

The RESC will have no less than an average overall score of 4.7 in customer satisfaction from our ISM customer survey responses per month, Performance standard must be met 100% of the time.

Monthly ISM

Customer Satisfaction

Report.

COR observational comments in Quality section of

CPARS

The Contractor shall provide professional customer service to the customers they support.

Performance standard must be met 100% of the time.

COR observation COR observational comments in Quality section of

CPARS. If more than 3 unprofessional instances reported (validated by COR) in a fiscal year, these will be noted in CPARS. Unprofessional instances = a helpdesk technician treating a user disrespectfully, ignoring customers’ requests/callbacks or being combative with a customer.

The Contractor shall adhere to all SLA's within the ticketing and call center phone systems used.

Performance standard must be met, on average, 98% of the time

RESC Monthly HEAT

Reports

COR observational comments in Quality section of

CPARS. If more than 3 instances of less than 98% average attainment annually, it will be noted in CPARS

The Contractor shall report resolution attainment and ticket volume metrics by ticket priority monthly.

Performance standard must be met 100% of the time.

RESC Monthly HEAT

Reports

COR observational comments in Management section of CPARS

System/Service Monitoring - Priority 1 Outages are ticketed and reported within 30 minutes of discovery to the RESC, COR, and System/Service owner.

100% of outages are reported within 30 minutes.

RESC Monthly HEAT

Reports

COR observational comments in Management section of CPARS

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Performance Standard Acceptable Quality

Level

Method/Frequency of Surveillance

Incentives / Disincentives

Technical Project/Team Manager work done professionally, timely and with a customer service mindset and report status monthly.

Performance standard must be met 100% of the time.

Bi-Weekly Contract meetings and monthly

RESC reports

COR observational comments in Mgmt. section of

CPARS

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15.0 HISTORICAL DATA

15.1 The following data is from calendar year 2019 and the call volume statistics covering the current environment of approximately 8,500 users are provided for estimation purposes only and do not represent a binding number of problems anticipated by Reclamation. Contractor shall anticipate that the number of incidents and service requests may fluctuate ±10 percent per year.

19-Jan 19-Feb 19-Mar 19-Apr 19-May 19-Jun 19-Jul 19-Aug 19-Sep 19-Oct 19-Nov 19-Dec Totals

Incidents 451 384 326 395 321 362 341 201 165 156 207 184 3493

Service Requests 2437 2224 2283 2462 2695 2464 2819 3106 2579 2804 2255 2068 30196

2888 2608 2609 2857 3016 2826 3160 3307 2744 2960 2462 2252 33689

15.2 Tickets by Incidents

Account, Identity & Access Management 294

Application Development & Support 330

Audio Visual Support 6

Data Storage & Management 24

Hosting Solutions 11

IT Security 3

Loaner Equipment 17

Messaging, Web & Collaboration 94

Printing, Duplicating & Scanning 280

Self Service 1745

Telecommunications & Network Connectivity 159

USGS Support 10

Video Surveillance 4

Video Teleconference (VTC) 25

Workplace Computing 491

Grand Total 3493

15.3 Tickets by Service Requests

Account, Identity & Access Management 6188

Application Development & Support 1006

Data Storage & Management 6

Loaner Equipment 421

Messaging, Web & Collaboration 697

Printing, Duplicating & Scanning 270

Self Service 11513

Telecommunications & Network Connectivity 4954

Workplace Computing 5141

Grand Total 30196