B08_Solicitation_Attachment_1_IDIQ_SOW.pdf

ITSS Statement of Work 140A1624R0001

Table of Contents

1. Introduction

2. Place of Performance

3. Task Descriptions

3.1. Customer Engagement

3.2. Data & Analytics

3.3. Solutions

3.4. Platforms

3.5. Security

3.6. Governance

3.7. Information Management Program Support

4. Tasks, Labor Categories, and Qualifications

4.1. Application/Database Task Requirements

4.2. OIMT Call Center Task Requirements

4.3. CX Strategy Support and Implementation

4.4. Cybersecurity Monitoring Task Requirements

4.5. OIMT Datacenter Operations Task Requirements

4.6. OIMT Desktop User Support

4.7. Program Management and Business Services Task Requirements

4.8. Program Management Task Requirements

4.9. Risk Management Framework (RMF) Task Requirements

4.10. Solution Delivery Task Requirements

4.11. System Task Requirements

4.12. Telecom Task Requirements

Statement of Work for

Information Technology Support Services (ITSS)

1. INTRODUCTION

The Department of the Interior (DOI) along with the Bureau of Indian Affairs (BIA), Office of Information Management Technology (OIMT) as the sponsor/lead bureau has a need for highly skilled information technology (IT) support services under a wide variety of technical disciplines.

2. PLACE OF PERFORMANCE

Services shall be performed primarily remote, with the possibility of in-person services, as necessary on individual orders.

3. TASK DESCRIPTIONS

The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and services necessary to perform the work as defined in this Statement of Work (SOW) except for those items specified as government furnished property and services in solicitation and any resultant IDIQ or task orders. The contractor shall perform to the standards in this contract. The Contractor shall be responsible for the provision of adequate levels of staffing and qualified personnel required to meet this SOW. In the performance of this SOW, the contractor shall perform tasks and sub-tasks listed in this section and its sub-sections.

Information provided in this section is strictly a summary of the applicable functions and should not be construed as all-inclusive. Due to the rapid changes in technology and business dynamics within the Department of the Interior (DOI), the Contractor must be abreast with the latest technologies and trends, and able to adapt or implement to support requirements. The Contractor shall be responsible for the provision of adequate levels of staffing required to meet task requirements and Performance Measures.

The Contractor shall provide personnel that meet or exceed the qualifications outlined in each labor category to include:

Education listed in Attachment 3 Experience listed in Attachment 3 Maintain DOI and BIA annual/quarterly training requirements.

3.1. Customer Engagement

The Customer Engagement task area is central to the overall IA IT vision of becoming a customer-centric, “one-stop shop” for IT solutions and support that strategically partners with customers to improve the effectiveness and efficiency of their operations through innovative IT solutions. With proactive customer engagement, a well-structured portfolio, and a defined service catalog, customers will have improved access to critical data and business intelligence and IT-enabled business processes to effectively advance the Department’s missions. This shift represents a significant transformation in the approach to identification and delivery of the solutions and support required by customers. Customer service approaches that previously differed across customer groups and task silos will be standardized and integrated, reducing cost and complexity. A deliberate focus on proactively engaging and partnering with customers to jointly identify and develop IT solutions of value will be implemented to boost collaboration and foster innovation.

3.2. Data & Analytics

As part of the overall vision to become a more proactive and strategic partner in supporting customer missions, IA/DOI is dedicated to improved management and curation of data and assets. The targeted end state is a structured and holistic approach to better leverage all IA/DOI data and assets to create a more robust overall framework for data analytics, knowledge management, and asset management. Once established, this fundamentally new service will enable IA/DOI to respond more quickly and effectively to ever-growing customer requests for data reporting, provide data-driven decision support, and better management of assets.

3.3. Solutions

The Solutions task area partners with customers to build and enhance innovative solutions and applications and integrate them with enterprise systems, to enable data-driven decisions, and optimize workflows. Historically, IA’s broad range of applications have been developed and deployed largely on-premises rather than leveraging the efficiencies of the cloud. These changes will simultaneously improve efficiency, reduce cost, ensure a proactive approach to engaging customers in the creation of innovative solutions, and improve security that is aligned with the NIST’s Risk Management Framework (NIST-RMF).

3.4. Platforms

Innovation, modernization, and stability are now paramount to the Platforms task area as customers rely on IA OIMT to succeed in a largely remote work environment, with expanding mobile device usage and increased requirements for reliable remote access to IA data and systems. Historically, reactive operations and complex, over-engineered network infrastructure resulted in inconsistent customer experiences. The transformation of the Platforms task area will achieve consistent customer satisfaction by providing robust, stable infrastructure and enhancing situational awareness through proactive monitoring. Modernizing equipment and reducing the complexity of processes will also simultaneously increase the efficiency and decrease the operating costs of infrastructure. Additional efficiencies will be gained through the implementation of a fee-for-service subscriber model with an optimized footprint. Platforms will rely on the Customer Engagement task area to provide a “one-stop-shop” for customer support requests and refer appropriate customer inquiries to Platforms personnel to leverage their expertise where appropriate.

Infrastructure Support Services consists of a number of programs that provide operational and maintenance support to all facets of the network infrastructure. The scope consists of the Tier 3 operational support of System Administration, Storage Area Network, Network Attached Storage, Local Area Network, Wide Area Network, IT System Monitoring, Web Services, Messaging, Business Continuity, and Disaster Recovery. This area includes support services for IA and cloud services. In addition, this area includes the Account Management Services provide ongoing management of all user, machine and service accounts.

3.5. Security

Federal Agencies must implement, document, assess, and continuously monitor an information assurance/security program to adequately protect information and information assets that support the operation of the agency. Through the issuance of the National Institute of Standards and Technology Special Publication 800-37 (as amended) the Certification & Accreditation (C&A) process was formally transformed into the Risk Management Framework (RMF). The RMF process changed the traditional focus of C&A as a static, procedural activity to a more dynamic approach (now referred to as Assessment and Authorization (A&A)) that provides the capability to more effectively manage information system-related security risks. In accordance with Department of the Interior (DOI) policy, all bureau security programs shall have an Incident Response Capability and Information Security Engineering program that must be implemented in accordance with applicable National Institute of Standards and Technology (NIST) Special Publications (SP) and Federal Information Processing Standards (FIPS) as well as any other relevant directives or regulations.

3.6. Governance

The Governance task area is foundational to IA OIMT achieving its strategic vision to develop efficient and innovative IT solutions. It leads and provides the thought leadership for the shifts to agile/Scrum methodology, DevSecOps, increased security monitoring and planning, and risk management and mitigation strategies. The various positions within the Governance task area will collectively oversee and perform the full range of IT governance functions for IA OIMT operations, focusing on the planning and analysis of IT projects, programs, and services, as well as strategically aligning the goals of IA OIMT with the broader mission. The changes in the IA OIMT Governance task area reflect the evolving need to deliver guidance on IA’s compliance with laws, policies, and regulations impacting IA IT operations. With the emphasis on developing a robust cybersecurity framework with mitigated risks and vulnerabilities, the Governance task area will work closely with Security to focus on addressing cybersecurity architecture, requirements, objectives, and policies. Overarching governance is key when orchestrating a successful Bureau-wide IT investment and information management process, inclusive of IT Capital Planning and Investment Control (CPIC). This process is designed to support a cadre of IT Project Managers (PM) and other mission program representatives in the efficient and effective planning, development, implementation, operation and maintenance of IT investments, as well as strategic planning and management of information. This is accomplished by developing procedures and practices in alignment with OMB and DOI direction for information management. In addition, guides, templates, forms, and coordinated information collection/reviews are provided to support IT project, investment and portfolio management.

These efforts are meant to ensure the IT Portfolio supports the IA mission programs and business needs while minimizing risks throughout the investment’s life cycle.

IA OIMT’s Internal Audit provides objective assurance and advice to senior management on the adequacy and effectiveness of OIMT’s governance and risk management. Assessing the design and implementation of internal controls and identifying corrective actions, evaluating the accuracy of information provided by management, and monitoring compliance with applicable statutory, regulatory, or policy requirements. Internal audit regularly meets and reports their findings to senior management to facilitate continuous improvement.

3.7. Information Management Program Support

Information Management is characterized by a diverse number of programs, such as, Privacy, Freedom of Information, Records and Information Management, Controlled Unclassified Information, Forms Management, Plain language content editing and Section 508 compliance.

4. TASKS, LABOR CATEGORIES, AND QUALIFICATIONS

Labor categories and descriptions are stated in Attachment 1, Information Technology Support Services Labor Categories. Positions may have multiple levels associated with one position to cover different job duties, responsibilities, and salary requirements.

The Government reserves the right to modify the contract and add new labor categories that are within the general scope of the contract. The hourly rates for new labor categories will be negotiated with each multiple award contractor.

4.1. Application/Database Task Requirements

4.1.1. Task 1: Application and Database Support

The OIMT Application Branch supports numerous administrative and business-related applications and management systems. These applications consist of in house developed applications, commercial off the shelf (COTS) applications and customizable COTS. Some applications require innovative implementation of office automation tools and data sharing using tools such as MS SharePoint, MS SQL and Oracle, Azure, Active Directory and Directory Services, Oracle, and SQL database to include Clustered and Failover implementations and Virtual Machine Implementation Enterprise Wide on various platforms. DOI/IA has many other systems at other locations and the contractor may need to provide support for all application support from the Albuquerque location either by remote administration or occasional travel to sites where the IT systems are located and within the requirements set forth in this task order.

The Contractor shall support all DOI/IA administrative and business-related applications for DOI/IA. Applications and database support include programming, reports, database maintenance, MS SharePoint development support, workstation connectivity, user support, end-user training and user account administration.

The contractor shall be proficient in Oracle and Microsoft application development tools, J2EE, HTML, .NET, C#, Java programming languages. The contractor shall be an expert in Active Directory Design and Implementation, Active Directory administration and configuration and Active Directory troubleshooting and Remediation, Active Directory and Microsoft scripting in visual basic and PowerShell. The contractor shall be an expert in Cloud Design and Implementation, Cloud administration and configuration and troubleshooting. The contractor shall also provide MS SharePoint Administration and high-level MS SharePoint configuration to include custom development of existing MS SharePoint templates or creation of custom developed add-ons, templates, and applications. The contractor shall provide WEB administration, site administration and configuration.

The Contractor shall assist, from operations perspective, in database design assistance for system enhancements and new systems development, including but not limited to logical data modeling, normalization, and physical table design. The Contractor shall support and assist in coding, testing, and implementing system programming capabilities. The contractor shall upgrade DOI/IA application programs and system architectures. The Contractor shall confer with end-users to analyze specified methods and procedures, identify problems, and document specific requirements. The Contractor shall prepare detailed specifications from which code will be written. The Contractor shall generate new code and correct, convert, and/or modify existing code to meet specifications. The Contractor shall provide input to staff involved in writing and updating technical documentation such as user manuals, product specifications, and training materials. The Contractor shall perform a variety of testing procedures on assigned products, analyze test results, and correct problems. The Contractor shall prepare reports on analysis, findings, and project progress, and present results to management and/or customer personnel.

The Contractor shall perform research on emerging technologies to determine impact on application execution.

The Contractor shall analyze and determine information needs and elements, data relationships and attributes, data flow and storage requirements, and data output and reporting capabilities of the applications. The Contractor shall maintain, upgrade, and develop screens and reports, and design database architecture and work processes. The Contractor shall coordinate new system development ensuring consistency and integration with existing data structure within DOI/IA.

The Contractor shall fulfill business requests for system and system usage; research data sources for new and better data feeds; and participate in continuous improvement efforts in enhancing performance and providing increased functionality of the applications. The Contractor designs data structures to accommodate database production, storage, maintenance, and accessibility.

The contractor shall maintain and upgrade DOI/IA application modules and ensure that all identified and required business rules are incorporated into IT systems. The contractor shall utilize the currently accepted OIMT software development life cycle (SDLC) processes, security and operational requirements are incorporated into applications and IT systems to include all documentation needed to meet those requirements.

The Contractor shall support all the DOI/IA applications including, installation, configuration, design, backup and recovery, documentation, programming, reporting, system maintenance, workstation connectivity, user support, user training, security (see section 3.5 above), and user account administration.

4.1.1.1. Specific Tasks

1. The Contractor shall provide database design assistance for system enhancements and application support, including logical data modeling, normalizing, and physical table design. The Contractor shall support and assist in coding, testing, and implementing database programming capabilities, including functions, packages, procedures, constraints, and triggers.

2. The Contractor shall maintain operational programs, and the database architecture according to industry standards (including security in accordance with NIST and DOI Guidelines). The Contractor shall conduct application maintenance work on programs and modules. The Contractor shall confer with end-users to analyze specified methods and procedures, identify problems, and document specific requirements. The Contractor shall prepare detailed specifications as determined, analyzing current and new systems from which code will be written. The Contractor shall generate new code and correct, convert, and/or modify existing code to meet specifications within the operational environment when required to maintain operational availability using all appropriate change management procedures and processes. The Contractor shall ensure all operational environments are following security technical implementation guides (STIGs). The Contractor shall provide input to staff involved in writing and updating technical documentation such as user manuals, product specifications, and training materials. The Contractor shall perform a variety of testing procedures on assigned products, analyze test results, and correct problems. The Contractor shall prepare reports on analysis, findings, and project progress, and present results to management and/or customer personnel. The Contractor shall perform research on emerging technologies to determine impact on application execution.

3. The Contractor shall analyze and determine information needs and elements, data relationships and attributes, data flow and storage requirements, and data output and reporting capabilities of the applications. The Contractor shall maintain, upgrade, and develop screens and reports, and design database architecture and work processes. The Contractor shall coordinate new data development ensuring consistency and integration with existing data structure within the DOI/IA applications. The Contractor shall fulfill business requests for data and data usage; research data sources for new and better data feeds; and participate in continuous improvement efforts in enhancing performance and providing increased functionality of the applications. The Contractor shall design data structures to accommodate database production, storage, maintenance, and accessibility.

4. The contractor shall have a MS SharePoint Solutions Architect apply current graphics design and .net technologies to develop, maintain, and modify current and future versions all DOI/IA MS SharePoint server portals. The contractor shall design, develop, maintain, and manage site content and capabilities of DOI/IA portals.

5. The Contractor shall meet with clients and/or OIMT Management to discuss needs and design of MS SharePoint sites development to meet the client’s vision. The contractor shall Design, develop, and implement different MS SharePoint application and collaboration interfaces to meet the needs of the government.

6. The Contractor shall respond to data report requests from DOI/IA Government offices.

The Contractor shall interpret customer reporting requirements and develop and analyze the most appropriate approach to solve complex reporting problems. The Contractor shall plan, develop, test, and document highly complex reports using the products such as: Microsoft Business Intelligence Tools, Oracle Reports, Oracle Discovery, Visual Studio .Net, Business Objects (Crystal Reports), PL/SQL Developer, Microsoft Excel, Microsoft Visio, and Microsoft Word. The Contractor shall analyze and determine information needs and elements; data relationships and attributes; and data output and reporting capabilities of all applications within the DOI/IA. The Contractor shall coordinate new report development ensuring consistency and integration with existing data structure within all applications within the DOI/IA. The Contractor shall review business requests for data and research data sources for new and better data feeds. The Contractor shall participate in continuous improvement efforts in enhancing performance and providing increased functionality of all applications within the DOI/IA.

7. The Contractor shall provide MS SQL Server, Oracle, and MySQL Database management support services to include both end-user support activities and technical database support activities, such as troubleshooting and configuration. Where technically possible, the Contractor shall standardize all databases on the MS SQL Server and Oracle platforms. The Contractor shall provide data entry, storage, and retrieval techniques and technologies; integrate databases into software systems; and provide database application analysis, design, development, configuration, and management specializing in MS SQL Server, Oracle architecture. The Contractor shall migrate legacy systems into emerging enterprise systems development and modernize legacy systems into web enabled or application publishing in Active Directory applications. The intent is to maximize database performance, availability, and security, and perform database administration tasks in a controlled fashion. The Contractor shall support projects involving any new or existing database implementations that require access to a Relational Database Management System (RDBMS) or will exchange data with an RDBMS that have any impact on the existing or planned systems. The Contractor shall administer applications’ RDBMS within available test environments on separate systems from production for patch testing, version changes and troubleshooting. The Contractor shall administer database and application servers to ensure adherence to standards developed and implemented by OIMT.

8. The Contractor shall assist in making changes to production databases, such as creating new accounts, scheduling jobs, password changes, and modifications to server configurations. The Contractor shall provide database design assistance for system enhancements and new systems development, including but not limited to logical data modeling, normalizing, de-normalizing, and physical table design. The Contractor shall support and assist in coding, testing, and implementing database programming capabilities, including functions, procedures, constraints, and triggers for DOI/IA systems. The Contractor shall maintain logs of all activities.

9. The Contractor shall schedule and run database jobs; develop and run customized and ad-hoc reports; and support data extraction and manipulation requests. The Contractor shall use centralized monitoring system to discover and deliver problem alerts, or potential problem alerts for all databases and applications.

10. The Contractor shall monitor databases for availability, latency, and queuing. The Contractor shall troubleshoot database problems on both the client and server side. The Contractor shall install database applications on servers and develop installation procedures for client installations to be performed by the user support staff. Systems support for providing necessary hardware and OS configurations needed for database and application support in all environments. The Contractor shall provide recommendations for vendor upgrades and patches for both the server and client database applications and evaluate vendor provided system changes and upgrades and provide recommendations to the Government Technical Monitors (GTM). The Contractor shall apply all patches, upgrades, and enhancements as approved by the GTM and in accordance with configuration management procedures.

11. The Contractor shall develop and maintain thorough documentation of all production databases in accordance with OIMT policies and procedures. The Contractor shall maintain database dictionaries, maintain configuration management documents after review and concurrence from the GTM, and update documentation as changes are completed.

12. The contractor shall provide and update all the documentation for all applications and IT systems as defined within the DOI Software Development Life Cycle (SDLC) and provide any documentation required for the Assessment and Authorization (A&A) process, Change Management, Security and Operations which includes any other documentation required by the Policies, Regulations and Laws that pertain to government information systems development and operations.

13. The contractor shall provide technical support for projects involving any new or existing database implementations that require access to an RDBMS or will exchange data with an RDBMS that have any impact on the existing or planned systems.

14. The contractor shall provide administration of databases and application servers to ensure adherence to standards developed and implemented by OIMT.

15. The Contractor shall follow OIMT role-based access control on database access, assist with providing system access to approved database users, create new accounts and delete old accounts.

16. The Contractor shall ensure password creation and reset policies are enforced.

17. The Contractor shall perform and monitor all database backups and restore databases in response to minor and/or major database failures.

18. The Contractor shall provide day to day support of the DOI/IA applications and RDBMS as defined by the GTM.

19. The Contractor shall make changes to DOI/IA production systems and applications, such as creating new accounts, scheduling jobs, password changes, and modifications to server configurations.

20. The contractor shall upgrade application and IT systems database architectures. These updates will require changes to the data model to manage the system effectively and efficiently. The new database architecture will support DOI/IAI requirements that are defined by DOI/IA to meet the mission of the DOI/IA. The database architecture will incorporate business rules and requirements set forth DOI/IA.

21. All source code, files, documentation, and data are the sole property of the Government and will be provided to the government upon completion or termination of this contract.

22. The Contractor shall provide database support for open source and other RDBMS technologies. The current technologies include but are not limited to systems such Open Content Management, Media Wiki, and MySQL.

23. The Contractor shall document current procedures which relate to these tasks listed in Task 2.

24. The Contractor shall, work with other staff in developing and documenting new procedures for these tasks listed in this Task 2.

25. The contractor shall provide technical support pertaining to any development requirements including Capital Planning reporting requirements.

26. The Contractor shall work with other task groups to develop scripts, tools, and applications required by the government.

27. The Contractor shall assist in developing enterprise level applications related to business process and workflows.

28. The Contractor shall maintain applications that have been deployed to production to include upgrade, modifications, and troubleshooting.

29. The Contractor where technically possible, shall standardized all databases on the OIMT's standard database platform and ensure all databases and applications shall be standardized on the preferred OIMT’s OS and administered by the DBA.

30. The Contractor shall act as stewards of configuration management through use of Team Foundation Server (TFS) for all source code and source files.

31. The Contractor shall create ad-hoc data analysis reporting tools for enterprise-wide use.

32. The Contractor shall schedule and run application jobs; develop and run customized and ad-hoc reports; and support data extraction and manipulation requests.

33. The contractor shall maintain, upgrade, and develop screens and reports, and design database architecture and work processes.

34. The Contractor shall assist with code reviews for new applications being developed to ensure best practice is followed at a minimum working with DIS, DPBMS, DUS, and

DIO.

35. The Contractor shall maintain documentation and standard operating procedures for deployed applications.

36. The Contractor shall assist in evaluation of requirements of new COTS products and analysis of the products to meet the government's needs. Assist with research and planning of such COTS products.

37. The Contractor shall work with Disaster Recovery personnel to perform tasks required to return deployed applications to a “functioning” and “available” state and assist in After Action Reports (AAR).

38. The Contractor shall provide SAP Business Intelligence (BI) Platform management support services to include both end-user support activities and technical support activities, such as troubleshooting and configuration. The Contractor shall assist in making changes to production BI server, such as creating new accounts, scheduling jobs, and modifications to server configurations by following the configuration management process and aligning with Security Technical Implementation Guides (STIGs). The Contractor shall monitor the BI platform for availability and performance and troubleshoot problems on both the client and server side. The Contractor shall provide recommendations for vendor upgrades and patches for both the server and client SAP BI Platform and evaluate vendor provided system changes and upgrades and provide recommendations to the GTM. The Contractor shall apply all patches, upgrades, and enhancements as approved by the GTM and in accordance with configuration management procedures. The Contractor shall perform and monitor all SAP BI Platform backups and restore the platform in response to minor and/or major system failures.

39. The Contractor shall maintain data warehouses, which includes data warehouse design, database architecture, and metadata repository creation. The Contractor shall develop data warehousing blueprints, evaluating hardware and software platforms, and integrating systems. The Contractor shall coordinate the data administration technical function for both data warehouse development and maintenance. The Contractor shall facilitate change control, problem management, and communication among data architects, programmers, analysts, and engineers. The Contractor shall establish and enforce processes to ensure a consistent, well managed, and well-integrated data warehouse infrastructure. The Contractor shall analyze and identify data and metadata requirements, defines user requirements and database design specifications. The Contractor shall design, implement, and support data warehousing requirements. The Contractor shall implement business rules via stored procedures, middleware, or other technologies. The Contractor shall provide product support and maintenance of the data warehouse. The Contractor shall perform data warehouse design and construction and prepare/implement data verification and testing methods for the data warehouse.

40. The contractor shall work with the Web Development group to design, test, implement and maintain complex web applications using Oracle Application Express or other web-enabled technologies, including tasks such as data modeling, web and PL/SQL programming, implementing user authentication and authorization schemes with LDAP integration, requirements analysis, and documentation.

4.1.2. Task 2: Messaging System Support

The current email system for BIA/AS-IA is built upon Microsoft M365 for Gov (GCC) email and associated services. The M365 is a government community cloud solution that includes email, calendaring, cloud-based email archiving/journaling, instant messaging, web video conferencing, web-based collaboration systems and support for mobile devices.

The contractor shall provide ongoing support for Enterprise Email Vault (archived email for BIA/AS-IA) through the life of this contract or until a new solution is identified, which will require contractor knowledge and support for migration.

The Contractor shall provide support for FOIA, IG and other litigation requests to search the Enterprise Vault for emails from 2009 through 2013 that do not exist in eERDMS.

The contractor shall support an existing rapid notification system for the Albuquerque OIMT campus to notify Albuquerque staff of emergency situations.

The current email system for BIE is Microsoft Exchange. The current infrastructure includes Outlook Web Access along with access using outlook. The contractor shall provide migration support when government identifies a new enterprise solution.

Mobile device support for both messaging systems to be supported on the government's approved mobile operating systems for hardware and software.

DOI/IA continues to maintain the existing Microsoft Exchange (BIE) (BIA/AS-IA for SMTP relay) and IronPort (email hygiene) infrastructure (BIE).

The contractor shall provide support for a future internal SMTP relay infrastructure. This infrastructure is required to support SMTP (email) capable hardware and systems. These are devices or systems which independently or interactively create email messages. Examples of such devices or systems are email capable printers, FAX to email, servers with SMTP alert capability, MS SharePoint, Remedy, Service Center Ticket Application, etc.

4.1.2.1. Specific Tasks

1. The Contractor shall provide system support for current and future Department of the

Interior Indian Affairs (DOI/IA) and BIE electronic mail (email) and associated systems to ensure employees of DOI/IA have 24x7 access to email through appropriate architectures and on-call support defined in this tasks location and support hours.

2. The Contractor shall support the creation of new user accounts and delete old user accounts in accordance with DOI/IA procedures and policies. For new users, the Contractor shall provide brief training and/or “How-to documentation” on all email processes such as accessing, sending, and receiving email, calendars, reminders, notes, tasks.

3. The Contractor shall monitor accounts for data storage use. Weekly reports shall contain information on data storage that exceeds a certain amount as determined by OIMT.

These reports will be uploaded to OIMT MS SharePoint site, and the GTM will be notified.

4. The Contractor shall respond to and resolve Tier I and Tier II end-user email problems that support personnel are unable to resolve. The Contractor shall monitor the DOI/IA ticketing system in support of user issues and ensure issue is escalated properly for Tier I, Tier II, and Tier III, etc. The Contractor shall provide customer relation services to ensure high customer satisfaction. Unresolved complaints shall be escalated to GTM as necessary.

5. The Contractor shall contribute to and recommend email architectures and upgrades. This includes providing the necessary cost benefit analysis and project plan contributions to ensure the best value and best operating environment to support DOI/IA email services.

The Contractor shall support the mobile device management, configuration and support for all government-furnished mobile computing devices which includes smartphones and tablet devices such as iPhones, iPads, Android phones and tablets. Personally owned devices are not allowed for business use unless enrolled in the Personally Owned Equipment program provided by DOI. The Contractor shall also be part of the Mobile device team and shall be responsible for disseminating mobile device information and training information for both customers and support positions and shall work closely with the DOI/IA Service Center.

6. The Contractor shall support the approved Mobile device management solution for DOI/IA to include account creation, secure and support devices, emails, applications, device registration, email, and documents.

7. The Contractor shall support and assist in documenting an approach for the implementation of updates or migration of government selected enterprise email system by, creating a method of maintenance, conversion and developing the processes and procedures for the use/setup of the email system.

8. The Contractor shall attend meetings discussing and evaluating ongoing projects and changes to the OIMT environment and DOI/IA applications. The Contractor shall provide technical expertise within scope of services when requested by DOI/IA. The Contractor shall provide weekly status reports: tasks performed/completed by the Contractor in the previous week, tasks, or deliverables yet to be completed under the terms of the contract and recommendations based on previous week’s contract activity which would improve performance or prevent operational problems from occurring or re-occurring in the future.

9. The contractor shall maintain the Symantec Enterprise Vault which is DOI/IA’s email archive solution, or any solution put forth by the government. The contractor shall perform eDiscovery activities as requested by the government, including installing, documenting, and supporting all email system activities.

10. The contractor shall monitor the operation of tasks in the DOI/IA email enterprise for failures. This monitoring may be manual or through monitoring tools, such as SCom.

Tasks can be associated with mail, calendaring/scheduling, message tracking, or any other tasks in the DOI/IA enterprise that are operational or may become operational in the future.

11. The Contractor shall study mail delivery to determine any bottlenecks and suggest solutions for improved delivery and reliability. The Contractor shall show statistics that prove a delay in time that it takes mail to be delivered and provide resolution to situation.

12. The Contractor shall monitor antivirus software for problems with virus tracking, mail backlog or pattern file update. Team members will assist with software upgrades and distribution throughout the enterprise.

13. The Contractor shall document current procedures and process flows which relate to these tasks.

14. The Contractor shall work with other staff in developing and documenting new procedures for these tasks.

4.2. OIMT Call Center Task Requirements

4.2.1. Task 1: DOI/IA Service Center Support

The Contractor shall provide all personnel necessary to perform professional Service Center/call center services to DOI/IA users and log all incidents and service requests in the Service Center Ticketing System. The goal of the DOI/IA Service Center is to address all IT issues and resolve as many incidents and service requests as possible without escalation to other service groups.

4.2.1.1. Specific Tasks

1. The Contractor shall receive and respond to customer telephone calls, emails, chats, and self-service requests concerning general inquiries, “How To” assistance, or specific issues, software requests, or requests regarding any OIMT function defined within the performance work statement. The Contractor shall accept and process all customer incident, software requests, service requests, problem, and change tickets. The Contractor shall assist customers with incident/request determination and resolution of the IA and Bureau of Indian Education (BIE) Enterprise environment, Microsoft Windows Enterprise network client/server hardware and software to include commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer IT procedural issues. Whole site outages, intermittent connectivity and network response degradation issues shall be escalated in accordance with documented ticket escalation procedures. The Contractor shall continuously take proactive steps to reduce ticket escalations by adapting new trends, and changes to customer support requirements.

2. All calls, self-service requests, chats, and emails shall be documented in the Service Center. All incidents and requests shall be resolved to the customers’ satisfaction as indicated within the Service Center Standard Operating Procedure. The Contractor shall keep the customer informed during the troubleshooting and resolution period until the ticket is closed.

3. For monitoring IT service disruptions notifications, the Contractor shall review and monitor all network status messaging systems, maintenance and outage calendar, and software in place to determine current system and network status. The Contractor shall maintain an awareness of all reported issues that can potentially affect DOI/IA services.

Notification systems / software will include Service Center Ticket System, voicemail, email status reports, intranet, and other means of customer notification. Should the contractor require additional assistance in determining nature of a and IT support request, the contractor shall work directly with the GTM for support.

4. For resolution activities, the Contractor shall open an incident ticket or service request in the ticketing system for every customer contact and attempt to respond to any customer inquiry or IT support incident/request. The Contractor shall determine and document the scope, impact, and urgency of the IT support request based on Service Center Standard Operating Procedures. The Contractor shall comply with Service Center severity levels and response time. The Contractor shall apply temporary fixes where appropriate while permanent solutions are developed. For incident tickets closed on initial call, the Contractor shall review the original issue description and resolution to ensure they appropriately match. If the customer reported the original issue incorrectly, the incident/request type and description shall be changed to match the resolution.

Incidents/Requests that cannot be resolved on the initial contact, with or without the help of outside assistance, shall be assigned to the appropriate support queue for further assistance immediately. The Contractor shall communicate to the customer the direction the resolution efforts are going and give the customer the incident/request number to allow them to follow-up on any progress made. Should the contractor require additional assistance in determining nature of a request, the contractor shall work directly with the GTM for support.

5. For remote configuration and administration, the Contractor shall use Government furnished software to provide remote assistance, troubleshooting, and issue resolution for desktop computer, network attached storage, network printer, and other devices where remote assistance through the DOI/IA network is possible. The Contractor shall inform the user before starting remote assistance tools.

6. The Contractor must be committed to seeing the incident and/or service request through to resolution per established standards of similar incidents/service requests for all Service Center tickets/requests opened in their queue, and within their scope, to achieve customer satisfaction. When required the Contractor shall coordinate efforts with other DOI/IA government offices to resolve the incident/request promptly. If it is determined to be another DOI/IA government office’s responsibility, the Contractor shall notify them of the incident and assign the ticket to that specific entity. The Contractor shall determine that entity’s information requirements and shall ensure that all necessary information is documented in the ticket.

7. The Contractor shall follow-up with customers, vendors, or DOI/IA constituents, as required, to resolve tickets/requests. The Contractor shall create and update tickets/requests any time utilizing the incident/request template with the following: (a) troubleshooting/resolution efforts that have been taken, (b) a change in the status or impact of the incident/request has occurred, (c) any contact with a customer, vendor, or DOI/IA constituent has been made, or (d) as regulated by the priority of the ticket or service target date and accompanying text description. Customer contact and follow-up shall be provided immediately as per the Service Center Standard Operating Procedure.

The frequency of updates and follow-up, based on the priority of the ticket, are listed with the Service Center Standard Operating Procedure. The Contractor shall document and maintain an audit trail of the complete incident/request resolution.

8. The Contractor shall update and resolve/close appropriate incident/request tickets. All steps taken to resolve the issue must be completely documented in the ticket. The Contractor shall review the original incident/request description and resolution to ensure they appropriately match. If the customer reported the original incident/request incorrectly, the ticket type and description shall be changed to match the resolution.

9. The Contractor shall open an incident and/or service request and associate all related issues to the incident/request. When multiple incident reports related to the same failure are received, the Contractor shall document the call and log all necessary information into Service Center Ticketing Application as a problem ticket and attach any corresponding incidents to the problem ticket. The Contractor shall open an incident/service request at the request of another DOI/IA constituent who is informing the OIMT of a distributed client/server, telecommunication, or system incident trend. The Contractor shall associate all new related tickets to this problem ticket based on criteria identified by the DOI/IA constituent.

10. The Contractor shall continue to follow up on the progress of all incidents/service requests opened by the Contractor but assigned to another constituent for resolution. The Contractor shall monitor its progress and escalate any lack of service, repeatedly missed required ticket updates, or other service delivery issues, to the GTM to ensure customer satisfaction.

11. The Contractor shall coordinate, when directed, formal, and informal, meetings and consultations among DOI/IA constituents, third party vendors, and management to address unresolved complex problems/issues, overlapping constituent ownership, and report on daily trends involving service delivery issues. When needed the Contractor shall record meeting and complete meeting minutes to be disseminated to appropriate parties.

12. The Contractor shall follow current and newly developed specialized procedures based on ticket/service request types, urgency and priority. Such procedures will often require special notifications, reports, and paging on escalation or transfer. For each report, the Contractor shall determine whether a specialized procedure is indicated or not. If so, the Contractor shall follow DOI/IA’s established specialized procedures or notify the GTM that a procedure needs to be developed.

13. The Contractor Lead shall prepare a daily report detailing all open high impact-high urgency issues encountered up to the time of the report creation and submit it to the high impact-high urgency distribution list. The Contractor shall produce high impact-high urgency report that shall contain the most up to date information at the time of delivery.

The morning high impact-high urgency report shall be created between 05:30 A.M. MT and 7:30 A.M. MT and delivered no later than 7:30 A.M. MT. The afternoon Severity-1 Report shall be created between 2:00 P.M. MT and 3:00 P.M. MT, and delivered no later than 3:00 P.M. MT. High impact-high urgency reports are to be sent to the GTM, or their designated representative.

14. The Contractor shall provide Tier I application-specific Service Center support to assist users in the functionality and use of the applications and Government Furnished Equipment (GFE). Application support shall include (but not limited to) commercial software and DOI/IA - specific hardware and software.

15. The contractor shall assist with password resets for all DOI/IA applications and IT systems users with specified approved permissions levels.

16. The contractor shall assist with establishing new user accounts for all DOI/applications and IT systems users with specified approved permissions levels.

17. Customer Satisfaction Surveys are done on all tickets using automated means. The Contractor Leads shall review all surveys daily and provide a daily report on any negative feedback with the customer to the GTM. Other reports such as monthly, semi-annual, or ad hoc as approved by the GTM, shall be sent out to all customers.

18. On a semi-annual basis, the Contractor Lead shall review and update current Customer Satisfaction Survey questions and submit them to the GTM for review, comments, and approval.

19. The Contractor shall document any customer complaints received by phone, chat, self-service, or email regarding undelivered services from the Contractor, vendors, and DOI/IA constituents within 12 hours of the complaint. The Contractor shall provide a daily report of customer complaints to the GTM.

20. The Contractor shall provide incident analysis and statistical reports as required by DOI/IA to include statistics on new systems deployed, and general call/incident statistics and trending. The Contractor shall identify, develop, and deliver new reports required to analyze trends affecting call intake volume and/or incident/request resolution performance.

21. The contractor shall open tickets daily 100% of the time using the DOI/IA Service Center ticketing…