B08_Solicitation_Attachment_6_NPS_IR_PWS.pdf

Performance Work Statement

Information Resources Directorate NPS-WASO IR IT

Support Services

National Park Service Washington Contracting Office

PART 1

GENERAL INFORMATION

1. GENERAL:

This is a non-personal services contract to provide highly skilled information technology (IT) support services under a wide variety of technical disciplines for the United States of America, National Park Service (NPS), hereinafter synonymously termed as “NPS” or “Government”. The Government will not exercise any supervision or control over the contract service providers performing the services herein.

Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1. Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and services necessary to perform the work as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services in Part 3. The contractor shall perform to the standards in this contract.

1.2. Background: The National Park Service (Service) is a bureau within the United States Department of the Interior (Department). The Service plays an integral role in the Department’s mission to protect and manage the Nation’s natural and cultural resources. As the steward of 419 national park sites, the Service is charged with preserving “unimpaired” these lands and historic features that were set aside by the Nation and are valued for their environmental resources, recreational and scenic worth, their cultural and historical significance and vast open spaces. The Service is headed by a Director and the organization consists of a headquarters office, seven regional offices and multiple park and support units located inside and outside the continental United States.

Information Resources (IR) is the lead office for all Information Technology activities for the National Park Service (NPS). The Associate Director, Information Resources is responsible for developing mission-oriented policy, procedures and standards, and providing effective review, oversight and inspection of NPS Information Technology practices and administration.

Information Resources embraces best business practices to provide the National Park Service (NPS) community and the public with usable information, cost-effective technology, and services that are customer driven, results-oriented, secure and universally accessible.

Information Resources is responsible for providing Service-wide strategic direction, advice, and guidance to NPS management on all aspects of information management and technology.

These functions also include the management of two Information Technology (IT) Centers; the National Information Technology Center (NITC) that includes a physical presence in Washington, DC and Reston, Virginia, and the National Information Systems Center (NISC) located in Denver, Colorado.

The goals and mission of the NITC is to provide service-wide strategic direction, advice, and guidance to Service management on all aspects of information management and technology.

Develop mission-oriented policy, procedures and standards, and review, oversight, and inspection of Service information technology practices and administration. The NITC embraces best business practices to provide the Service and the public with usable information, cost-effective technology and services that are customer driven, results-oriented, secure and universally accessible.

The NITC is responsible for the topology and technology of the Service, including any activities relating to computers, equipment, firmware and similar procedures, and services. The NITC is responsible for all of the traditional information technology roles such as Network Control, Active Directory, Telecommunications, the Wireless Program; and the Central Help Desk. The NITC provides oversight of the NPS voice communication program (local and FTS) and provides operational assistance to the senior managers of NPS located in the Main Interior building.

The NITC has oversight and responsibility for the infrastructure and Information Technology of the NPS including any activities relating to IT equipment, firmware and similar procedures, and services. The NITC is responsible for supporting, the following areas:

Information Resources Service Desk Network Management (Local and Enterprise Service Network (WAN)) Active Directory Telecommunications (NPS Networx Universal and Local PBX Management) Remote

User Access (National) Mobile Devices Video and Audio Teleconferencing (National) Wireless Program (NPS Radio Program) Data Center Management (Denver, CO and Reston, VA) IT Security (Operations) Project Management Administrative (general support)

1.3. Objectives: The overall objective of this contract is to provide for a highly robust IT technical support organization in the NPS, Information Resources National Information Technology Center made up of a wide variety of technically skilled personnel that is not only skilled enough to address (or make recommendations to address) the most complex technical issues, concerns, and problems, but also agile enough to be able to adjust, adapt and retool quickly in an environment of rapid technological change.

1.4. Scope: The scope of the work includes the maintenance and improvement to support availability, integrity and confidentiality of the NITC NPS information systems within the DOI NPS infrastructure architecture, through engineering, systems administration, and Tier 1,2 and 3 support services.

The contractor shall:

Acknowledge and respond to Tier 1, 2 and 3 services request using the NPS approved Information Technology Service Management System (ITSM) solution.

Resolve and document the service provided and issue resolution of the service request within the ITSM.

Provide Tier 1,2 and 3 technical hardware configuration and/or operating systems infrastructure support and consultation to NPS system owners and developers.

Resolve High Availability Cluster Multiprocessing (HACMP), OS and interoperability issues, and as necessary co-ordinate with hardware or software vendors Conduct analysis and develop key performance indicators for NPS WASO Service Desk services to support continuous improvement Conduct analysis and develop performance indicators for NPS Data Center hardware and operating systems as a basis for recommendations to support optimization and modernization and overall performance improvement

Conduct analysis and develop performance indicators for NPS Telecommunications Voice and Video hardware and operating systems as a basis for recommendations to support optimization and modernization and overall performance improvement

Ensure hardware and software are consistently operational and disaster recovery plans are continuously available and current for immediate implementation and in compliance with security policy

Collaborate on new technologies, priorities and deployments of new NPS system applications/hardware, Disaster Recovery, Continuous Diagnostics and Mitigation (CDM) and Hybrid Cloud Service Management

Initiate and maintain an inventory of NPS systems, infrastructure performance, availability and configurations.

Conduct analytics and provide supporting reports for database metrics, infrastructure performance, configuration and availability

Maintain and enhance the security and resiliency of critical NPS IT services and infrastructure

Maintain and enhance Standard Operation Procedures, Configuration Management and Change Control documentation of each NPS IT systems services and supporting infrastructure

Provide Program and Project Management support services for projects within the purview of the NPS IR directorate in accordance with practices established under the NPS Portfolio, NPS project management standards and DOI Enterprise Performance Life Cycle (EPLC) where applicable.

Provide system administration, system engineering and support services for the continued operations of the NPS Data Center, WASO User Help Desk, and the NPS WASO Telecommunications Services program to ensure availability, integrity and confidentiality.

1.5. Period of Performance: The period of performance for this PWS support shall include one 12-month base year with four 12-month option years effective upon award.

1.6. General Information

1.6.1. QUALITY CONTROL. The Contractor shall develop, provide, and maintain a Quality Control Plan (QCP) which will be reviewed by the Contracting Officer (CO) and Contracting Officer’s Representative (COR). The Contractor shall maintain an effective quality control (QC) program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s QC program is the means by which it assures that the work performed complies with the requirements of the contract. Once the proposed QCP has been reviewed and accepted by the Government, the Contractor must notify and receive Government acceptance in writing of any additional changes to the QCP.

1.6.2. QUALITY ASSURANCE. The Contractor shall develop and propose a Quality Assurance Surveillance Plan (QASP) to the CO and COR for their review within 45 days of award. This plan provides what the Government will do to ensure that the Contractor has performed in accordance with the requirements of the contract. This plan establishes performance standards and will determine how they will be applied, the frequency of surveillance, and the minimum Acceptable Quality Level (AQL). The Government will review the plan, then either approve or reject it until an acceptable plan is developed and approved by the CO. The Government will evaluate the Contractor’s performance under this Contract in accordance with the approved QASP.

1.6.3. RECOGNIZED HOLIDAYS. All federal holidays are observed. The only exception would be the support for critical systems or services outages. Contractor personnel shall not report to work nor remain at the work locations any time the Government unexpectedly closes their offices with the exception of emergency support required. The contractor will not be compensated for these Government closures. The contractor is responsible for all notifications of their contractor staff during times of closure. During office closures, the contractor may elect to reschedule work hours during the same pay period:

Holiday Date

New Year’s Day January 1st

Martin Luther King’s Birthday 3rd Monday in January

Inauguration Day January 20th, every four years

Presidents’ Day 3rd Monday in February

Memorial Day Last Monday in May Independence Day July 4th

Juneteenth June 19th

Labor Day 1st Monday in September

Columbus Day 2nd Monday in October

Veterans’ Day November 11th

Thanksgiving Day 4th Thursday in November

Christmas Day December 25th

1.6.4. HOURS OF OPERATION. Except where otherwise specified in Part 5 of this document, the core hours of operation are 8:00 am through 4:30 pm local time. The contractor is responsible for conducting business between these specified hours Monday thru Friday except Federal holidays, during unusual work situations as specified in section 1.6.6., or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm-fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5. PLACE OF PERFORMANCE & TELEWORK. The work to be performed under this Contract will primarily be performed at three locations, The Main Interior Building (MIB) at 1849 C Street NW, Washington DC. 20240, the NPS’s National Information Technology Center (NITC) facility at 12201 Sunrise Valley Drive, Reston Virginia 20192; and the National Information Services Center (NISC) facility at 12795 W. Alameda Parkway, Lakewood, CO 80228. Periodically, work is authorized outside of these locations as specified elsewhere in this Contract. Any work to be performed outside the above designated locations must first be coordinated with the task inspector and approved by the COR.

1.6.5.1. Telework: As a general rule, and in accordance with Federal Acquisition Regulation (FAR) 7.108, the Contractor (subject to its own administrative requirements) may approve situational telework for its employees during government workplace closures, weather emergencies, early releases from duty, and to accommodate the performance of after- hours responsibilities, or similar unavoidable workplace absence situations. In addition, the contractor (subject to its own administrative requirements) may grant either telework or remote work in offsite locations to contractor staff except in instances where, in the judgement of the CO or COR, work associated with specific functions or tasks cannot be as efficiently or effectively performed from a telework or remote location. Telework shall be approved by the COR prior to the commencement of telework

1.6.6. UN-SCHEDULED WORK REQUIREMENTS FOR CERTAIN TASKS. On

occasion, the work required in the PWS will need to be scheduled after normal business hours (e.g. loading drives, software change migration, hardware updates, patching, equipment replacement, etc.). The anticipated unscheduled work time is not expected to exceed 50 hours per month evenly split between the Denver and Reston locations (see clause 1.6.5 above). The vast majority of these unscheduled hours (95% or more) are expected to occur with the NPS Data Center Management task (see part 5.2.02). Any after-hours work required to be performed by the Contractor must be coordinated in advance with the COR. The Government and the Contractor will work cooperatively to flex hours under these circumstances as much as practicable to keep extra work hours to a minimum. Under no circumstances will any security or workplace safety clauses of this Contract be compromised due to after-hours work performed by the Contractor.

The Contractor is at all times, including during the performance of after-hours work, responsible for the supervision and oversight of their employees.

In addition, the duties to be performed under this Contract may on occasion require contractor employees to perform work in unusual locations such as rooftop air-conditioning units or back-up generator locations. The contractor shall not perform work in these unusual locations without first:

1. Obtaining approval from COR or Inspector and Building Owner

2. Ensuring that all necessary workplace safety precautions are taken, and

3. Verifying whether the work requires a federal employee or building owner representative to be present.

1.6.7. TYPE OF CONTRACT. The government will award a single contract that will primarily be a labor hour contract

1.6.8. SECURITY REQUIREMENTS. In accordance with Personnel, Security, and Identify Management Group (PSIMG), Bulletin Number 13- 02A, contract employees must pass a Medium Background Investigation (MBI) security clearance. Before starting work under this contract, an MBI and a National Criminal History Check (NCHC) will be initiated to verify the identity of the individual applying for clearance and to determine the individual’s suitability for the position. Successful results from the Federal Bureau of Investigation National Criminal History Check (i.e., fingerprint check) must be received for issuance of an identity credential for access to NPS facilities and IT systems.

Contractor employees who have not yet passed the MBI security clearance must allow up to two weeks prior to start date so that there will be sufficient time for a favorable fingerprint check before beginning work. Those receiving favorable results from the fingerprint check will be granted limited access to the worksite and must be escorted by a NACI cleared government employee at all times when in any government owned or leased facility.

When favorable MBI results are received, they are to be immediately provided to the COR.

1.6.8.1. Physical Security: The Contractor shall be responsible for safeguarding all government equipment, information, and property provided for contractor use. At the close of each work period, government facilities, equipment, keys, key cards, badges, and other materials shall be secured.

1.6.8.2. Key and Badge Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the (CO).

1.6.8.2.1. Safeguarding badges and keys: Contractor employees working at a government facility will be required to display, on their person, a government-provided identification badge, that will include the full name of the employee and the legal name under which the Contractor is operating. The identification badge numbers and data will be kept in a government-maintained computer database for security purposes. The Contractor shall return all badges to the COR, or designee, on the same day an individual's employment is terminated and/or upon termination of the Task Order. The Contractor shall notify the government COR, or designee, immediately of any lost badges.

Contractor employees are responsible for the safekeeping of all government-issued identification cards, whether on-site or off-site. Cards that have been lost, damaged, or stolen must be reported to the COR within 24 hours. The Contractor shall return all identification cards and card keys and any other government property and information upon completion of performance or when personnel depart permanently or for a period of 7 days or more.

In the event keys are issued to contractor employees, if any keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the CO, rekey or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or rekeying is performed by the Government, the total cost of rekeying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.6.8.2.2. Restricted Access: The Contractor shall prohibit the use of government issued identification badges, keys/key cards by any persons other than the contractor’s employees. The Contractor shall prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the CO.

1.6.8.2.3. Data Security: During performance of the work contractor personnel may have access to privileged and confidential materials of the United States Government. These printed and electronic documents are for internal use only and remain the sole property of the United States Government. Some of these materials are protected by the Privacy Act of 1974 (Amended) and Title 38. Unauthorized disclosure of Privacy Act or Title 38 covered materials is a criminal offense. Each contractor employee will be given access to only the information and facilities needed to perform the work associated with this contract.

The Contractor shall comply with all physical and data security policies in effect at the NPS. The contractor shall participate in security functions relevant to the tasks being performed that may include security safeguard reviews, audits, reporting suspected security violations, acting to secure system environments, responding to computer security alerts, and any other review or actions required to ensure computer systems are not violated or be made vulnerable.

Contractor employees will also be required to take and successfully pass all government required information security training courses.

1.6.9. POST AWARD CONFERENCE/PERIODIC PROGRESS MEETINGS. The

Contractor agrees to attend any post award conference convened by the contracting activity in accordance with FAR Subpart 42.5. The CO, COR, and other government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance.

At these meetings the Government will provide Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the

Government.

1.6.10. CONTRACTING OFFICER’S REPRESENTATIVE (COR). The COR will be designated by the CO in a separate letter and will be copied to the Contractor. This designation letter states the responsibilities and limitations of the COR. The COR is not authorized to change any of the terms and conditions of the contract including changes in the technical requirements, price, and contract period of performance dates. The COR will monitor all technical aspects of the contract, will assist in contract administration, and is authorized to perform the following functions: Assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the contractor concerning technical aspects of the contract;

issue written interpretations of technical requirements, including government drawings, designs, and specifications; monitor Contractor's performance and notifies both the CO and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of contractor personnel.

Additionally, two alternate COR’s will be designated and assigned geographically by the CO in a separate letter which will also be copied to the Contractor. Alternate COR’s (ACOR) may act on behalf of the Government in the absence of the COR. ACOR’s are provided with the same limited authorities as the primary COR.

After award of the Contract, the Government will also identify an inspector for each of the tasks identified in Part 5 of this Contract. Each of the Task Inspectors are technical experts who will provide technical guidance to assist in contract performance and will assist the COR in monitoring the performance of the work. It is important to note however that Task Inspectors are not given any of the authorities that are assigned to the COR and ACOR’s from the CO.

1.6.11. KEY PERSONNEL. The Contractor shall provide a Contract Manager who shall be responsible for the successful performance of the work. The Contractor shall designate this person, and an alternate who can act in the absence of the Contract Manager. The Contract Manager and alternate are considered Key Personnel and shall have full authority to act on behalf of the Contractor on all matters relating to daily operations performed under this contract.

The Contract Manager or alternate shall be available under the same business hours identified above, Monday thru Friday, with the exception of federal holidays and during other government facility closures. In addition to the Contract Manager the table below identifies Key Personnel for each Specified Task Area.

Task 5.2.01 Help Desk Support Service Specialist -Senior Task 5.2.02 System Administration - Senior Information Security Specialist - Senior Task 5.2.03 Systems Engineer - Senior

It shall be the Contractor’s responsibility to ensure that an effective level of management oversight is provided for each task identified in Part 5 below to ensure successful performance.

As such, the Contractor may at its discretion designate additional task manager(s) to assist in the management of the tasks. All persons so designated by the Contractor to assist with management or oversight will be considered Key Personnel under this contract.

Any changes to the names, list, or designation of Key Personnel shall be provided to the CO in accordance with the Key Personnel clause of the contract.

1.6.12. TRAINING. The Contractor shall be responsible for providing and funding, at no additional cost to the government, periodic training to personnel assigned to this task order to obtain and maintain appropriate certifications, and to keep their technical skills and knowledge of equipment, systems, and applications current and up-to-date, to include training related to new releases of products and applications in the enterprise.

1.6.13. IDENTIFICATION OF CONTRACTOR EMPLOYEES. All contractor personnel attending meetings, answering government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed; although the ownership of all documents or reports produced under the performance of this contract shall be the property of the Government.

The Government and the Contractor both agree to abide by the guidance provided in NPS Acquisition Policy and Procedures Memorandum (AP&P) 1443.37-1 On-site Contractors

1.6.14. CONDUCT AND ATTIRE. While working on-site at any NPS designated work location, business casual attire is considered appropriate for contractor personnel.

Contractor personnel shall abide by the NPS Rules of Behavior and conduct themselves in a professional manner at all times when they are conducting government business.

All contractor personnel providing services under the performance of this contract shall have the ability to speak, read, and write in fluent English.

1.6.15. CONTRACTOR TRAVEL. At infrequent and unpredictable times, contractor employees may be required to travel to work locations outside of the identified Reston, Virginia and Lakewood, Colorado locations. The majority of this travel is expected to be within a single day’s driving distance of the Reston or Lakewood locations; however, there could be requirements during the performance of this contract to attend meetings. The Government will include a nominal dollar amount in the award to cover anticipated travel costs. Travel costs incurred as a result of work performed under this Contract will be reimbursed by the government in accordance with the substantive provisions of the Joint Travel Regulation (JTR) and within the limitation of funds specified in this Contract. All travel requires approval/authorization by the COR. In accordance with NPS AP&P Memorandum 1443.37-1, contractor employees are not permitted to operate GSA motor pool vehicles absent specific contractual authority to do so.

1.6.16. DATA RIGHTS. The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the CO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other government rights.

1.6.17. ORGANIZATIONAL CONFLICT OF INTEREST. Contractor and

subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the CO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the CO to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the CO and in the event the CO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the CO may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.18. PHASE-IN / PHASE-OUT PERIOD. To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during a 30 day phase in/ phase out periods. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services by the end of the 30-day period.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS & ACRONYMS:

2.1. Definitions.

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER (CO). A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. The Contracting Officer is the ONLY individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the CO to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DELIVERABLE. Anything that can be physically delivered, but may include non- manufactured things such as meeting minutes or reports.

2.1.5. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When Key Personnel are used as an evaluation factor in best value procurement, a response can be rejected if it does not have a firm commitment from the persons that are listed in the response.

2.1.6. PHYSICAL SECURITY. Actions that prevent the loss or damage of government property.

2.1.7. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.8. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.9. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.10. SUBCONTRACTOR. One that enters into a contract with a prime contractor.

The Government does not have privity of contract with the subcontractor.

2.1.11. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. Acronyms:

CO Contracting Officer CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer’s Representative ACOR Alternate Contracting Officer’s Representative COTS Commercial-Off-the-Shelf FAR Federal Acquisition Regulation GSA General Services Administration IR Information Resources Directorate IT Information Technology NISC National Information Services Center NITC National Information Technical Center NPS National Park Service OCI Organizational Conflict of Interest ODC Other Direct Costs PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Plan TE Technical Exhibit

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, & SERVICES

3. GOVERNMENT FURNISHED ITEMS & SERVICES:

3.1. Services: The Government will provide supplies, equipment, and services as specified below for both production set-up and for ongoing support throughout the term of the contract.

3.2. Facilities: The Contractor’s response should consider that the Government will provide the necessary workspace for contractor personnel to provide the support outlined in the PWS.

These provisions include acceptable desk space, telephones, heating, lights, and HVAC, government furnished computers and/or other items as necessary to maintain an effective workspace in a typical office environment.

3.3. Utilities: The Government will provide standard utility and support services including heating, lights, break room areas, refrigerators, restrooms, sinks, etc.: The Contractor shall instruct employees in utilities conservation practices. The Contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount to accomplish necessary cleaning and sanitation.

3.4. Equipment: The Government will provide Government Furnished Equipment (GFE), Equipment, and/or Material on an as-needed basis under this contract. An inventory will be provided to include PCs, Laptops monitors, keys, and other miscellaneous equipment. These and any other items made available for performance of the work shall at all times remain the property of the government. Contractor will ensure property is not damaged, defaced and ensure it is maintained in operational status and will inform the Government immediately if the GFE property is damaged, lost or becomes non-operational.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1. General: The Contractor shall furnish all supplies, equipment, facilities, and services required to perform work under this contract that are not listed under Part 3 of this PWS but which the contractor determines to be necessary.

PART 5

SPECIFIC TASKS

5. SPECIFIC TASKS:

5.1. Basic Services. The contractor shall provide a contract manager (Key Personnel) to ensure basic IT Management services are for the performance of all specified tasks under within this PWS. Basic IT Management Services; include administrative support services and program management services. The specified tasks are identified below:

5.2.01 - User Support Help Desk (Lakewood, CO, and Reston, VA)

5.2.02 - NPS Data Center Management Support (Lakewood, CO, and Reston, VA)

5.2.03 – Telecommunications Support

5.2.04 - Cyber-security and Privacy Compliance oversight

5.2.05 - Project Management Services

5.1.01 Administrative Support

The following administrative services and support shall be provided for all areas of the PWS:

1. Contract Management Plan: The contractor shall submit a contract management plan to include each of the tasks in the PWS. The contract management plan will be approved by NPS NITC to ensure contract expectations and requirements are clearly understood. The contract management plan shall be prepared for NPS NITC review and approval no more than ten (10) days after the contract award.

2. Service Level Management: The Contractor shall document the baseline Service Level Agreement (SLA) for the tasks described in the PWS within 30 business days of contract award.

The monitoring and reporting of the SLAs associated with each performance standard will require approval by NPS. The Contractor shall provide for continuous monitoring of their performance to meet the SLAs and report conformance results on a monthly basis.

3. Reporting: The Contractor shall assess and report on the costs of the services and support of each support task included within this PWS and according to the deliverable schedule identified in order to be in compliance with standard cost reporting requirements. This will include the use of designated tools for both project level reporting and sustainment support against all labor categories for resource utilization reporting.

4. Tactical Operation Plan: The Contractor shall track all key activities and tasks within this PWS to include the status tracking of key activities and projects for reporting to the COR and NITC management on a monthly basis. This would include technical implementation projects such as major upgrades, technical alternative assessments, new processes or technical changes to be implemented within IR and/or across NPS.

5.1.02 Program Management Support

The Contractor shall provide Program Management support, technical documentation support and other Information Technology Infrastructure Library (ITIL) related services that are required for effective management and sustainment of services, within the scope of this PWS. The following program management functions and support shall be provided for all areas of the

PWS:

1. Knowledge Management

a. The Contractor shall provide knowledgeable, experienced IT Technical documentation support for all systems engineering work to include:

• The creation and maintenance of all System Administrator Guides, process descriptions, implementation plans, contingency procedures, design documents, and workflows.

• The Contractor shall present draft materials to the COR in ongoing cycles of review, discussion, and improvement. Documentation modifications are required at various stages of the systems lifecycle and are to be up to date.

b. The Contractor shall maintain and update all internal documentation to include:

• Configuration management documents for each major NPS IT Systems

• Enterprise Services Architectural Designs with data flow and application dependencies.

• Standard Operating Procedures (SOPs), test plans and implementation plans must be maintained and updated for upgrades, replacements, and new product installations.

• Maintain current NPS IT infrastructure configuration diagrams which include server and application configuration, Application Programming Interface and other relevant data. This includes maintaining updated network diagrams showing application dataflow and requirements in addition to other relevant data. All Standard Operating Procedures must follow NPS guidelines and format.

• Customer facing technical notes, user guides and frequently asked questions and updates to the ITSM solution and/or NPS IR SharePoint.

• All documentation (contract related, metrics, and technical documentation and baseline procedures) must be stored in a federally managed NPS storage location as an accessible document repository location for reference to include version management and an updated document catalog. All content will remain as government property.

c. The Contractor shall maintain the following documentation according to NPS IR procedures.

Documentation is used for planning and continuous availability capabilities.

• Service Interruption Documentation and Notices

• Monthly uptime report for all critical NPS IT services within the scope of this PWS, Change

Management Events, maintenance notices, issues log and risk logs

• Active NPS Dashboard metrics (includes System Uptime, Efficiency, Security compliance and

Patch Management)

• System Configurations diagrams for critical systems

• Licensing utilization and Inventory Reports

• Active Directory RBAC status reports to an assigned set of user groups.

• Monthly security Compliance Reports as assigned by COR

2. Service Strategy: The Contractor shall provide recommendations to assist the COR and Federal

Managers with the development of strategic goals and tactical objectives regarding technical architecture, database support, customer support, security configurations and use of emerging technologies. The Contractor shall also support improvements of service level agreements, systems availability, Tier 1, 2 and 3 support and overall systems architecture applicable to work communicated by the COR to the Contract Manager and within the scope of this contract.

3. Service Design: The Contractor shall assist with the assessment of new technologies and determine if a technology will support/satisfy new requirements, enhance the security posture of NPS IT Systems, integrate into existing architecture and tool sets and can be properly accredited and authorized for use within DOI NPS. The Contractor shall ensure that any new systems, applications and improvements are developed following NPS CPIC and standard processes for IT Governance and approvals. An IT Technical Review Board shall verify that the requirements are clearly defined and provide approvals to proceed with the next stage of the project lifecycle.

The Contractor shall NOT commence any production implementation until all research and design work for new projects, upgrades, and systems improvements are approved by the COR.

The Contractor shall complete all preliminary cost analysis, design documentation, risk assessments, and approved government testing before NPS determines if a project is feasible, meets agency goals and objectives, and fits NPS architecture and performance plans. The COR will submit requests for new NPS IR projects for IT Governance approval. The Contractor’s analysis and design work shall follow NPS IT Architecture, NPS Strategic Planning, Division IT Tactical planning goals and objectives, and IR Mission plans, where available.

4. Risk Management:

The Contractor shall assess for risks associated with all tasks within this PWS to include the degree to which the risks associated with the support activities impact the success of deliverables, resources, NPS funding availability, and IT services integration. All identified risks are to be assessed for probability, severity and impact along with planned mitigation recommendations for review and approval by the COR.

5. Service Transition: The Contractor shall provide for the operations and management for service transition to include change management, configuration management and release and final deployment of new services.

6. Change Management: The Contractor shall develop documented baselines and maintain all major hardware and/or software changes in an acceptable change management database.

a. The Contractor shall provide routine communication to the NPS IR NITC regarding any necessary changes to existing features and functionality of NPS IT services that may impact end users due to any activities performed by the contractor or required by NPS as identified within the internal Change Control Board (CCB) process and procedural documentation.

b. The Contractor shall be required to perform all maintenance, patching and service changes for production systems during a predetermined maintenance window and during off peak hours to the maximum extent possible.

c. The Contractor shall document all changes in an approved Change Management database with reporting capabilities.

7. Release and Deployment Management: The Contractor shall ensure that all analysis work follow the NPS IT Architecture, Strategic Planning, Tactical goals and objectives, Security policies and the NPS IR Mission. Therefore, the Contractor shall follow the industry standard ITIL guidelines for planning, scheduling, documenting and controlling the release of patches, versions, upgrades, and new applications. Test plans must be prepared and completed with approvals to proceed prior to implementation of major upgrades.

8. Service Operation: The Contractor shall ensure that all incident and problem management procedures are followed. This includes maintaining production infrastructure to prevent service interruptions and efficiently deliver NPS IT services. The Contractor shall recommend hardware and software changes for problem solving, capacity limitations, performance “tuning,” system improvements, and process improvements. This includes the identification of where load balancing may improve system performance, reporting problem resolutions and developing a Trend Analysis and Recommendations report for review. For any identified incidences, all emergency system and network changes must be reported to the COR within 1 hour and take corrective action to restore to operational capabilities within 2 hours (this may depend on the criticality of the service and associated SLAs). The Contractor shall provide timely updates of actions taken to remediate outage and submit an outage analysis report to COR within 24 hours of remediation. Notification of any unplanned outages are required to be provided to the COR and Federal Manager immediately upon identification.

9. Continuous Service Improvements: Assigned Contractor personnel shall be knowledgeable of industry best practices related to the processes and procedures used to maintain systems and to recommend and implement system improvements for NPS IT infrastructure and systems. The Contractor shall be familiar with all aspects of the ITIL Service Management framework to assist with improving the effectiveness and efficiency of NPS IT services and support to the business and mission of the NPS NITC for both internal and external customers.

10. Meetings and Conferences: The Contractor staff shall attend local and virtual meetings and conferences as hosted and conducted by NPS NITC staff for technical input, project guidance, etc.

11. Interagency Development and Support: The Contractor shall provide support for any development and implementation of specific technical solutions that may be required by the NPS and will require interagency project coordination and outside agency resource sharing management. The Contractor shall provide analysis, design, complex troubleshooting, and implementation services for work related to these outside entities.

5.2. Specific Task Descriptions

5.2.01 – USER SUPPORT HELP DESK

IR/NITC maintains a single service desk across two different physical locations. The service desk provide IT support to NPS personnel at various locations and nationwide as needed. The first service desk physical location is at the Interior Building located at 1849 C Street, NW in Washington, DC. The second service desk physical location is at 12795 W. Alameda Parkway, Lakewood, CO. Both locations shall provide support to NPS customers via remote tools, at their respective addresses as well as the following additional physical locations:

USGS Powell Building at 12201 Sunrise Valley Drive in Reston, VA Accounting Operations Center (AOC) at 13461 Sunrise Valley Drive in Herndon, VA Academy Place Building located at 7333 W. Jefferson Ave, Lakewood, CO HROC Building at 66 Van Gordon, Lakewood, CO Oak Ridge Building at 1201 Oak Ridge Drive in Fort Collins, CO

The centralized WASO IR Service Desk provides a single point of contact for initial problem reporting of IT related issues. This single point of contact requires the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other NPS/contractor staff for resolution. The service desk will provide first line support (tier I and tier II support) to the end users that will include but are not limited to recording, troubleshooting, and providing solutions to end-user IT related issues involving NPS owned workstations, laptops, mobile devices, standard software and applications. A ticketing system will be used to record, manage and track the life cycle of end user IT related issues.

Historically the WASO IR Service Desk User Support Team has averaged about 20,000 contacts per year (either by phone or help desk ticket) with approximately 2,000 users supported. Ticket volume can generally be expected to increase whenever new technologies are deployed, when new equipment is purchased, or when old equipment is failing.

The contractor shall ensure that the service desk is responsive to end user problems.

The contractor shall develop a communications plan that outlines the procedures and feedback processes for the dissemination of information to customers and for the systematic gathering of feedback.

The contractor shall appoint a dedicated team lead who will be responsible for directly managing all day to day operations and monitoring problems as they are reported for both service desk locations.

The Contractor shall record all calls into the NPS supported Service Desk Ticketing system.

Service Desk employees are responsible for recording required data (Customer contact information, issue to be addressed, etc.) for each call.

The Contractor Service Support staff shall accept, troubleshoot, triage and prioritize all support requests and then collect, document and store (knowledge database), and present information to agency users via the Service Desk Ticketing system.