PWS CLASS Helpdesk for RFI Posting.pdf

PERFORMANCE WORK STATEMENT (PWS)

CRYPTOLOGIC LOGISTICS AUTOMATED

SUPPORT SYSTEM (CLASS)

TECHNICAL AND SOFTWARE

SUPPORT/HELPDESK

30 July 2024

1. General: This is a non-personnel services contract to provide Technical and Software Support of the

Cryptologic Logistics Automated Support System (CLASS) to include the asset computation module

(ACM). The Government shall 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, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform technical and software support as defined in this performance work statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract for the Cryptologic and Cyber Systems Division

(AFLCMC/HNC) at Joint Base San Antonio-Lackland (JBSA-Lackland). The contractor must use software from the Air Force approved list of products and vendors to conform to JBSA-Lackland computer network standards. The server used for development must be STIG (Security Technical

Implementation Guide) compliant. All compliance standards/direction will be provided by the

Government.

1.2. Background: CLASS is a multi-user personal computer-based software packages developed for the management of inventory and supportability needs. Leidos designed CLASS with the flexibility to adapt to almost any supply support concept of operation. CLASS provides automated, real-time capability to control and account for all categories of assets. The systems’ characteristics are:

Terminology based on the standard Department of Defense Data Element Dictionary

Commercial hardware and software used for the operating system

Military Standard Requisitioning and Issue Procedure compliant

LOGMARS (bar code) compatible

Compatible with standard DOD logistics systems

1.3. Objectives: Objective is to provide helpdesk support including timely and successful technical support, software fixes, and training to address ACM and CLASS system failures and shortcomings.

1.4. Scope: The contractor shall be available to resolve questions, develop software changes/modifications to correct any system issues, perform installation of the software at

AFLCMC/HNC (if necessary), and update user manual documentation.

1.4.1. Technical Support and Software Support/Helpdesk: Provide helpdesk support by providing technical support of the asset computation module (ACM). Resolve questions from the program representative and provide support in a timely fashion. Accurately research ACM software problems and provide feedback to the program representative. Accurately and proficiently generate and maintain software modifications in support of problems identified. The contractor shall resolve software issues and provide updates as required to ensure the AFLCMC/HNC mission requirements are uninterrupted.

Software changes shall be documented and meet current commercial standards. Contractor shall provide the installation software to the program representative for ACM as required to correct or modify the system to meet AFLCMC/HNC requirements.

1.4.2. Technical Support and Software Support/Helpdesk: Provide helpdesk support by providing technical support of CLASS. Resolve questions from the program representative and provide support in a timely fashion. Accurately research CLASS software problems and provide feedback to the program representative. Accurately and proficiently generate and maintain software modifications in support of problems identified. The contractor shall resolve software issues and provide updates as required to ensure the AFLCMC/HNC mission requirements are uninterrupted. Software changes shall be documented and meet current commercial standards. Contractor shall provide the installation software to the program representative for CLASS as required to correct or modify the system to meet AFLCMC/

HNC requirements.

1.4.3. Technical Support and Software Support/Helpdesk: Provide helpdesk support by providing technical support of CLASSBIO. Resolve questions from the program representative and provide support in a timely fashion. Accurately research CLASSBIO software problems and provide feedback to the program representative. Accurately and proficiently generate and maintain software modifications in support of problems identified. The contractor shall resolve software issues and provide updates as required to ensure the AFLCMC/WNM mission requirements are uninterrupted. Software changes shall be documented and meet current commercial standards. Contractor shall provide the installation software to the program representative for CLASS as required to correct or modify the system to meet

AFLCMC/WNM requirements.

1.4.4. Technical Support and Software Support/Helpdesk: Provide helpdesk support by providing technical support of CLASS. Resolve questions from the program representative and provide support in a timely fashion. Accurately research CLASS software problems and provide feedback to the program representative. Accurately and proficiently generate and maintain software modifications in support of problems identified. The contractor shall resolve software issues and provide updates as required to ensure the AFTAC mission requirements are uninterrupted. Software changes shall be documented and meet current commercial standards. Contractor shall provide the installation software to the program representative for CLASS as required to correct or modify the system to meet AFTAC requirements.

1.4.5. Travel: Contractor could be required to travel to JBSA-Lackland or Patrick SFB during the performance of this contract to attend meetings, install/test software updates, and provide training.

Contractor will be authorized travel expenses consistent with the substantive provisions of the Joint

Travel Regulation (JTR) and the limitation of funds specified in this contract. All travel requires

Government approval/authorization and notification to the program representative.

1.4.6. Monthly Status Reports: The contractor will provide monthly status reports on/about the 15th of each month per CDRL A001 for each system.

1.4.7. Software Test Cases: The contractor will provide software test cases/plans for any minor software modifications that need to be installed in the production environment at AFLCMC/HNC per CDRL A002 for each system.

1.4.8. Contractor will provide a complete software installation of ACM and CLASS at the end of the contract period if any changes have been made during the period of performance, per CDRL A003.

Contractor will provide an updated user manual at the end of the period of performance, per CDRL A004.

1.4.9. Period of Performance: The period of performance shall be for one (1) base year, (2) option years of twelve (12) months, and (1) 6 month extension

1.5. General Information

1.5.1. Place of Performance: The work to be performed under this contract will be performed at contractor facility other than travel periods that may be required at government facilities at JBSA-Lackland.

1.5.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the

Government must do to ensure that the contractor has performed in accordance with performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

Performance

Outcome

PWS

Paragraph

Performance

Threshold

Acceptable

Quality Levels

Methods of

Surveillance

Provides appropriate level of technical support, software fixes, or training timely manner to address system failures

1.4.1, 1.4.2, 1.4.3, 1.4.4

90% of system failures, related to software are resolved within 5 days.

90% 100% inspection

Provide status updates monthly

1.4.6 Submits status reports

on time.

90% 100% inspection

1.5.3. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, program representative and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor’s performance. At these meetings, the contracting officer will apprise the contractor of how the

Government views the contractor’s performance and the contractor will apprise the Government of problems, if any. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.5.4. Key Personnel: No Key Personnel required; however, the contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract. The contract manager or alternate shall be available between 0800 and 1600, Monday thru Friday except Federal holidays or when the government facility is closed for administrative reasons.

1.5.5. Identification of Contractor Employees: All contract personnel attending meetings, 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.

1.5.6. Other Direct Costs: This category includes travel (outlined in 1.4.3), reproduction, and shipping expenses associated with training activities and visits to the Government facility.