Attachment J4 - Initial Task Order - Data Network Support.pdf

Attachment J4 – Initial Order - Data Network Support 11/14/2025

SECTION A – CONTRACT TYPE

This is a Firm Fixed Price (FFP) order issued pursuant to Indefinite Delivery/Indefinite Quantity (IDIQ) contract TBD. All terms and conditions of IDIQ contract TBD shall apply to this order.

SECTION B – PERIOD AND PLACE OF PERFORMANCE

Period of Performance:

Base Year – May 01, 2026 – April 30, 2027 Option Year 1 – May 01, 2027 – April 30, 2028 Option Year 2 – May 01, 2028 – April 30, 2029 Option Year 3 – May 01, 2029 – April 30, 2030 Option Year 4 – May 01, 2030 – April 30, 2031

Place of Performance: Work to be performed under this task order shall take place at the below Library of Congress facilities located in the Washington DC Metropolitan area. The address for each facility can be found in Section 5.4.

• Madison

• Adams

• Jefferson

• Fort Meade Annex

• Culpeper

• Alternate Computing Facility

• Taylor Street

• Child Care Center

• Landover Facilities Annex

• Landover Cabin Branch

• Any other Required Library of Congress Facilities

The day-to-day supervision and direct control over the work performed by on-site contractor personnel will be the sole responsibility of the contractor.

SECTION C – STATEMENT OF WORK

1. Overview The Library of Congress (Library) requires contractor support to facilitate Data Network Services. The Data Network Engineers will support IP data network installation, configuration, maintenance, and management. They activate end user data monuments; enable/disable data switch ports, make configuration changes on routers/switches/wireless controllers/network management tools/DWDM optical equipment, install updates, and troubleshoot end user network issues primarily OSI layer 1-3 connection issues, and monitoring and managing network equipment and telecommunication circuits.

The table below provides the closed ticket counts from 07/15/2024-07/15/2025 for historical context. The tickets are for incidents and tasks by category and the average elapsed days that it took to resolve (not the

Attachment J2 – Initial Order - Data Network Support effort required to resolve). Note: these numbers should be used as an estimate only, as they also include internal tickets and tickets which originate outside of the OCIO Service Desk.

Type of Incident Tickets Count Average elapsed days Hardware & Peripherals 13 8.96 Intranet Sites (LoC sites/pages) 16 2.03 Network 55 4.50 Network Resource Access 3 2.15 Other 9 15.21

Type of Task Tickets Count

Average elapsed days Audio Visual Equipment 2 2.56 Connection and Cabling 118 6.09 Data Center Request 1 7.97 General IT Request 2 8.59 Load Balancing 1 1.03 Microsoft 365 - Teams 12 9.18 Network Consulting Services 52 0.90 Network Services 4 34.48 Network/Domain User Accounts 1 3.12 Networking General 1 0.87 Networking Request 10 7.09 Networking vLan Creation 1 29.74 Office Move 246 1.77 Office Phone 1 14.10 Standard Workstation 17 2.26 Teams Conference Rooms 6 3.58

2. Scope of Work The contractor shall provide technical support expertise in the provisioning and management of end user data network across the Library-wide infrastructure. All materials, supplies, and network equipment will be government furnished.

The contractor shall provide staff during Library of Congress business hours and shall support after hours outages, which shall be responsible for restoring services or fulfilling service requests where appropriate and maintaining an enterprise network as well as external networks such as carrier services for T1, DSL, dark fiber and ISP services.

3. Requirements The contractor shall provide comprehensive network and cabling support to maintain the operational integrity and availability of end-user and telecommunication networking infrastructure. This includes continuous monitoring of system health, availability, and environmental conditions in data centers and network closets to ensure optimal performance. Utilizing Cisco Prime for real-time alert monitoring and ServiceNow for task management, the contractor shall promptly address critical issues such as system outages, connectivity problems, and catalog tasks to support uninterrupted network operations.

The contractor shall provide project-based support which includes the installation, configuration, and testing of system hardware components, along with updating and managing operating IOS as needed.

This includes remote management setup, as well as routine installations, upgrades, troubleshooting, and maintenance of access devices like wireless and wired switches, with attention to port utilization and accurate documentation. Additionally, the contractor shall manage and maintain telecommunication circuits—including DWDM/WAN optical circuits—while configuring switch ports, VLANs, and resolving end-user network issues.

The contractor shall leverage advanced network management tools and diagnostic equipment, and shall ensure timely reporting, quality documentation, and accurate tracking of all work through ServiceNow.

Clear and effective communication with the Library’s technical staff and management is a key priority, along with proper execution of notification and escalation protocols as defined by the Office of the Chief Information Officer (OCIO). The contractor shall also participate in meetings as OCIO telecommunication representatives and subject matter experts when required by the Library.

3.1 Data Network and Cabling Support from SN ticket – estimated 60% The contractor shall:

• Provide network and cabling support.

• Continuously monitor the availability of the end user and telecommunication networking infrastructure to ensure the operational integrity and overall health of the network.

• Monitor environmental factors of data centers and network closets.

• Use Cisco Prime Monitor and DNA Center to daily check for alert messages and respond to emergencies and critical alert notifications, i.e.: system outages or link down connectivity issue.

• Use ServiceNow Queue, daily monitor Catalog Tasks to be completed and continue to monitor system health and availability.

3.2 Project Based Support from Production Engineering and Mgmt. - estimated 40% The contractor shall provide project support by:

• Installing and configuring system hardware components per specification. This includes setting up new offices, and office moves.

• Installing/Updating/Testing the operating Cisco IOS as required.

• Configuring remote management access.

• Performing installations, upgrades, troubleshooting, configurating, and maintaining access devices (wireless and wired switches) including port utilization, assignment and overall documentation as needed.

• Perform monitoring, troubleshooting, and maintenance telecommunication circuits including DWDM/WAN optical circuits.

• Enable/Disable end user data monuments, configure switch ports and vlans, and troubleshoot end user network issues.

• Uses network management tools and related test equipment.

• Prepare necessary reports.

• Ensure that complete, quality documentation is maintained.

• Clearly and accurately detail, monitor, and track all work through Service Now Work

Requests opened and assigned by Service Desk.

• Effectively communicate directly with technical and management personnel.

• Execute notification escalation procedures as defined by OCIO; coordinate services and status with Service Desk.

• Attend meetings as an OCIO telecommunication representative and Subject Matter Expert when requested by the Library.

3.3 Service Response and Resolution Time

The OCIO Service Catalog establishes Service Targets which are driven by a pre-established priority matrix. Consistent failure to meet these targets will result in further discussions with the contractor.

Currently, the service targets are as follows:

Priority Significance Response Time Resolution Time

P1 Critical (business-stopping issues) 15 Minutes 4 Hours

P2 High (major workflow degradation) 30 Minutes 1 Day

P3 Standard (important but with a workaround)

4 Hours 5 Days

P4 Low (minor or cosmetic issues) 1 Day 10 Days

P5 Routine Process 1 Day 30 Days P6 Non-Routine Tasks 1 Day 6 Months

OCIO Service Desk utilizes industry-standard ITSM tools, currently ServiceNow. All incidents and service requests are recorded and categorized according to the above pre-determined priority levels.

The table below provides the priority ticket counts from 07/15/2024-07/15/2025 for historical context.

Note: The tickets are for incidents and should be used as an estimate only, as they also include internal tickets and tickets which originate outside of the OCIO Service Desk.

Priority Count of Priority P2 - High 6 P3 - Standard 18 P4 - Low 72

The OCIO Networking group operates in a mixed environment of contractors and government employees. Some OCIO Services are managed entirely by government personnel, while others are solely contractor supported. These separations are documented in the Library’s Service Catalog and corresponding ITSM tool, and the contractor will not be held responsible for work performed outside of the scope of this contract.

4 Contract Performance

4.1 Schedule of Deliverables

Paragraph Reference

Deliverable Description Deliverable Quantity

Deliverable Due Date

3.1 Data network service incidents and

requests logged in ServiceNow

52 (weekly) Weekly Report on Wednesdays.

3.2 Weekly Report and Quarterly/Yearly

Accomplishment Report, but no limited to other report

52 (weekly) Weekly Report on Wednesdays.

4.2 Quality Control

The Contractor is responsible for delivering all work products on time and at a high level of quality.

The Contractor shall seek the Government’s input or guidance to develop deliverables that achieve these goals and meet the Government’s expectations. Unless otherwise stated, the Government will review deliverables and notify the Contractor of acceptance or non-acceptance within five (5) business days. Deliverables that are not accepted will be returned to the Contractor with clear, concise, and actionable feedback to facilitate remediation. This feedback shall be provided via the insertion of comments and/or edits in track-changes mode within a single copy of the electronic version of the deliverable. The Contractor is encouraged to seek the Government’s input on the content, file format, and organization of all work products before embarking on the process of developing these products. Seeking early input will help to mitigate the risk of producing an artifact that fails inspection and acceptance.

5 Additional Information

5.1 Hours of Operation

The contractor is responsible for conducting the work described in this task order between the Library of Congress core business hours of 6:30 am to 6:00 pm Mondays through Fridays, except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The vendor may be tasked to support weekly scheduled after hours maintenance in support of emergency hardware maintenance, configuration, installation, and other services outside of the Library of Congress core business hours. After hours support hours will be scheduled in advance and the vendor hours may be shifted to accommodate the afterhours required. For historical context, after hours support has typically occurred less than four times per year.

Upon contract award, the Contractor shall provide the Library with contact number(s), schedule, and procedures for emergency service calls that are acceptable to the Library. The Library will designate authorized personnel to initiate emergency service call requests. For emergency service calls, at the Capitol Hill campus (which consists of the Madison, Adams and Jefferson Buildings), the Contractor shall arrive at the designated place of maintenance within four (4) hours of notification (or on an agreed upon time) by the Library authorized personnel. For emergency service calls outside the Capitol Hill campus, the Contractor shall arrive at the designated place of maintenance at a time agreed-upon by the Library authorized personnel and the contractor’s authorized representative. Scheduled support of special projects that may involve multiple contractors shall be coordinated with the Contractor five business days in advance. Required travel for training and technical support shall be coordinated with the Contractor five business days in advance.

5.2 Government-Furnished Property

The Government will provide only that property required in configuring a suitable workstation, a telephone, a desk, and general office supplies, such as pens and paper, for assigned onsite personnel only. In the event that additional Government furnished equipment will be provided, a log will be kept to include a list describing the information that will be furnished, with both the date provided and if (and when) it has to be returned. The contractor shall be responsible for providing all reference tools, training tools, and additional supplies to its personnel, as required. Any training materials, policies, procedures, timelines or other documentation, and electronic work product is the property of the Library. The contractor shall not copyright or own exclusive rights to products developed by contractor employees for the Library.

5.3 Key Personnel

Key personnel assigned to this project shall possess a deep understanding of building infrastructure, including but not limited to, wiring pathways, conduits, and general building construction. This expertise is critical for ensuring seamless integration with existing facilities and minimizing unforeseen challenges.

The following position is considered key personnel, in accordance with LC52.237-1 KEY PERSONNEL:

Role: Network Administrator

The duties of the Network Administrator include:

• Installation and maintenance of routers, switches, wireless controllers utilizing appropriate tools and procedures

• Ensure that router, switch, and other network equipment installation, repair and maintenance by Cisco’s proper procedures

• Monitor environmental factors of data centers and network closets.

• Using the ServiceNow Ticketing system to track and document all changes to switch runs, closet configurations, and monument setups

• Maintain network equipment records in automated system, update network maps and perform

Configuration Management

• Use tools to perform monitoring, troubleshooting, and maintenance telecommunication circuits including DWDM optical circuits.

• Uses network management tools and related test equipment

• Prepare necessary reports

• Ensure that complete, quality documentation is maintained

• Clearly and accurately detail, monitor, and track all work through Footprints

• Work Requests opened and assigned by Service Desk

• Effectively communicate directly with technical and management personnel

• Execute notification escalation procedures as defined by OCIO; coordinate services and status with Service Desk

• Attend meetings as an OCIO telecommunication representative and Subject Matter Expert when requested by the Library

5.4 Contractor Travel

Contractor personnel will be required to travel to the Library of Congress locations below during the performance of the contract to attend meetings, conferences, and training, and to address outages and maintenance of networking infrastructure equipment. Travel to the Library of Congress locations may be required periodically and travel to other Library remote offices and facilities may be required sometimes by business need for the performance of this contract. Travel expenses will not be reimbursed separately. All travel requires written authorization by the COR in advance of its occurrence. An email will suffice as the COR’s “written authorization.”

Library of Congress Locations:

Madison Building including TOC Library of Congress 101 Independence Ave. SE Washington, DC 20540

DC2

Manassas, VA 20109* *Complete address to be provided at time of award

NAVCC Packard Campus including DC3 Culpeper, VA 22701*

DC4

Wise, VA 24293*

Library of Congress Jefferson Building:

10 1st Street SE Washington, DC 20540

Library of Congress Adams Building:

101 Independence Avenue, SE Washington, DC 20540

Cabin Branch:

1505 Cabin Branch Drive Hyattsville, MD 20785

Fort Meade:

100 Montgomery Meigs Road Fort Meade, MD 20755

Little Scholar Child Development Center:

601 East Capitol Street SE Washington, DC 20003