CLIN 002 PWS.docx

SOURCE SELECTION INFORMATION — SEE FAR 2.101 and 3.104

INTEGRATED SERVICE CENTER CONTRACT

SERVICE CENTER SUPPORT TASK ORDER

PERFORMANCE WORK STATEMENT

in support of

FEDERAL AVIATION ADMINISTRATION

OFFICE OF INFORMATION AND TECHNOLOGY

Table of Contents

Service Center Support Task Order PWS ii

Introduction

The Federal Aviation Administration (FAA) Office of Information and Technology (AIT) have a requirement for Service Center support.

1. Background The background information for this requirement is provided in the Integrated Service Center (ISC) Indefinite Delivery/Indefinite Quantity (IDIQ) Base Contract Performance Work Statement (PWS).

The Federal Aviation Administration (FAA) provides all infrastructure, hardware, and software necessary to support its workforce and mission in a consistent, cost-effective, and manageable manner. The FAA Office of Information and Technology (AIT) is responsible for ensuring that this infrastructure remains fully operational. In some cases, incident resolution requires support personnel to be physically on-site when issues cannot be effectively resolved remotely. Consequently, the Contractor must provide on-site hardware and software support for FAA Executives in response to incidents and service requests.

This document also defines the designation and characteristics of a Very Important Person (VIP) within FAA IT Executive Support. VIPs include executive leadership, mission-critical personnel, high-impact external stakeholders, and users with specialized access or operational dependence on IT systems and FAA IT equipment (e.g., laptops, iPhones, iPads, and other mission-critical devices). Designated VIPs receive priority IT support, rapid escalation, and tailored troubleshooting to ensure uninterrupted operations, decision-making, and communications. VIP status is documented in the FAA IT Service Management system and reviewed annually, with any changes approved by Executive Support leadership.

Additional background information for this requirement is provided in the Integrated Service Center (ISC) Indefinite Delivery/Indefinite Quantity (IDIQ) Base Contract Performance Work Statement (PWS).

1.1 FAA Facilities

All FAA facilities are listed in Base Contract Exhibit C-001 – Background Information: Worldwide FAA Facilities.

1.2 Hours of Operation

The FAA’s regular/core business hours are 0600-1800 local time. Service Center support hours of operation are 24 hours a day, 7 days a week, and 365 days a year (24x7x365). Executive Support hours of operation are five days a week, Monday through Friday. Additionally, technical dispatch coverage is required during normal business days:

a. On-site technicians must work during regular/core business hours and be available on an on-call basis when not on-site. Hours may be adjusted based on local conditions.

b. On-demand technicians must deploy during regular/core business hours if an on-site technician is unavailable.

c. Availability for on-demand, weekend, and after-hours support for mission-critical needs must be provided as needed.

1.3 Desired Outcomes

The FAA seeks to achieve a series of desired outcomes through the implementation of this Service Center initiative, aimed at transforming IT service delivery and enhancing user satisfaction across the organization. A key outcome is the establishment of a reliable and efficient Single Point of Contact (SPOC) that significantly improves first-call resolution rates and reduces service disruptions. This SPOC will ensure that end users experience seamless and timely support, leading to increased operational efficiency and satisfaction.

Additionally, the FAA envisions a Service Center that fosters a culture of continuous improvement and operational excellence. By integrating FAA and Contractor processes and advancing IT operational maturity through industry best practices, the Service Center will contribute to higher service quality and innovation. The enhancement of knowledge management will lead to quicker incident resolutions and informed decision-making, while robust data security measures will protect organizational information and ensure business continuity.

1.4 Scope of Work

The scope of this PWS is defined in the following sections of the ISC IDIQ Base Contract PWS:

a. Section C.2 Scope

b. Section C.3.2 Task 2 – Service Center Support

The scope of work for this Service Center Support Task Order (herein referred to as the “Task Order”) PWS includes the provision and operation of a multi-channel, single point of contact (SPOC) Service Center offering end-user and Information Technology (IT) infrastructure support through the management of incidents and IT service requests per the incident management program processes. The Contractor must provide Service Center support which maximizes first call resolution, integrates FAA and Contractor service delivery processes to ensure a seamless end-user experience, and provides quality assurance, IT operational maturity support, and periodic benchmarking to support continual improvement and innovation.

Technical Dispatch (on-site) support includes the following:

a. Technicians who are physically located at FAA facilities identified in Attachment B – FAA Sites Requiring Physical Location of Technicians.

b. Technicians who are available on-call.

c. Technicians who provide on-demand tech dispatch support for FAA facilities without on-site technicians assigned.

d. Technicians who provide mission essential remote escalation support upon approval of the Contracting Officer (CO).

2. References The Contractor must adhere to the FAA Orders, standards, guidance, and reference materials specified herein, as applicable to this PWS, under the guidance of the Contracting Officer’s Representative (COR). These references may be updated or revised during the Task Order period of performance; the Contractor must adhere to the most current versions provided by the FAA.

a. Orders and Notices, Laws, Regulations, Policies, or Guidance:

(1) The FAA Orders and Notices applicable to performance of this Task Order are listed in ISC Base Contract Exhibit C-012: Reference Information – Applicable Directives.

(2) Worldwide Web Consortium, Web Content Accessibility Guidelines (WCAG): https://www.w3.org/WAI/intro/wcag.php

b. ID badge online application: https://my.faa.gov/org/linebusiness/ash/programs/id_badge.html

c. Forms: https://employees.faa.gov/tools_resources/forms/

d. ISC IDIQ Base Contract Exhibits in Section C.6 is included by reference for additional information.

3. Task Requirements The Contractor must provide a qualified workforce to perform the tasks described in the following sections. All references to “days” throughout this PWS are business days unless otherwise specified. The Contractor must provide appropriately badged technicians unless otherwise authorized by the FAA.

For on-demand technicians without FAA badges, the Contractor must coordinate with the end user and/or other site staff to obtain facility access and schedule tech dispatch support visits; obtain knowledge from the ITSM tool and Helpdesk staff to ensure technician familiarity with the environment, issues, and business needs, and to ensure fulfillment of performance requirements and expectations.

and coordinate with all other necessary contractors, third parties, and FAA support organizations to manage all tech dispatch support requests to resolution and closure.

The Contractor must provide on-demand 24/7 tech dispatch support for mission critical issues including but not limited to security and network issues, ATO Security Operations Center (SOC) requests, and COOP operations.

3.1 Task Order Management Support

The Contractor must administer and manage the work performed under this Task Order to ensure timely and effective performance. The Contractor must organize, plan, schedule, implement, control, analyze, and report on all elements of the Task Order. The Contractor must participate as a member of a government-led team as requested by the COR/Technical Point of Contact (TPOC).

3.2 Program Plan

The Contractor must designate a Program Manager for this Task Order. The Contractor must prepare and maintain a detailed Program Plan describing the proposed processes to plan, manage, and perform all work efforts. The Program Plan must include, at a minimum:

a. Description of each task subheading, and a high-level management plan to meet task requirements

b. Transition-in activities, if applicable

c. Description of the staffing resources allocated to each task.

d. Rationale for the program organization, staff utilization, and other resource allocations.

e. Master governance plan, including named contacts for escalation and resolution

f. Consolidated innovation and continuous improvement recommendation register.

g. Master reporting and deliverables list

The Contractor must keep the Program Plan current and must resubmit the plan for COR approval as required.

3.3 Quality Assurance

The Contractor must maintain/update the Quality Management System (QMS), in accordance with the QMS requirements described in the Program Management Support (PM) PWS section 3.1.2.3 and additional activities specified below. The approach for quality control includes, but is not limited to, the following:

a. Approach to meet performance requirements specified in Exhibit B-003, Performance Requirement Summary and Calculations for Price Adjustment.

b. Metrics and techniques for measuring quality and performance.

c. Approach to eliminate the causes of unsatisfactory performance.

d. Conducting Quality Assurance in accordance with the Base Contract, Section C.3.2.4.

3.4 Meetings

The Contractor must attend and participate in meetings as necessary or required by the COR to ensure the success of this Task Order. In addition, the Contractor must:

a. Participate in the Task Order kick-off meeting, scheduled by the COR and attended by the FAA, the COR, and the Contractor, to review PWS requirements, scope of work, deliverables, and performance standards and evaluations.

b. Participate in Weekly Task Order Management Meetings as scheduled by the FAA. These meetings serve as the primary forums for collaborative oversight, operational review, and continuous improvement of the services provided.

(1) Review performance, identify and determine courses of action for issues, and plan for future changes.

(2) Provide comprehensive Service Center metrics on the following but not limited to i.e., detailing workload, resolution trends, customer satisfaction indicators, Executive Support metrics.

(3) Report on incidents, service requests, and other inquiries received through the FAA.

(4) Report usage, updates, and creation of all knowledge base articles (KBAs) as outlined in Exhibit C-016, Knowledge Management Program.

(5) Review performance to identify issues, determine appropriate courses of action, plan for future changes, and review proposed actionable recommendations for innovation, process improvements, or organizational enhancements.

(6) Identify and discuss Incidents approaching breach status.

The current Program Plan (as noted in 3.1 above) must be available for these meetings to support the status review of ongoing activities.

The Contractor must provide meeting minutes in Microsoft Word or Adobe PDF format no later than (NLT) five (5) business days after the Task Order Kick-Off, Task Order Management Meetings, and other meetings as required. Meeting minutes shall be distributed electronically via email to the Contracting Officer (CO), Contracting Officer’s Representative (COR), Task Order Manager (TOM), and other Government-designated stakeholders, and must also be stored in a centralized location on the FAA network designated by FAA to ensure ongoing accessibility.

3.5 Service Center

The Service Center Division, MPS-300, provides centralized management and delivery of IT services across the FAA. MPS-300 serves as the primary interface between FAA users and the IT organization, ensuring the efficient fulfillment of service requests, management of incidents, and delivery of IT solutions in accordance with established policies and procedures.

The Division is responsible for the design, implementation, and maintenance of IT service processes, including incident and service request management, which are aligned with ITIL and FAA IT Service Management (ITSM) best practices. MPS-300 monitors service performance, identifies trends, and implements continuous improvement initiatives to enhance service quality and ensure compliance with Service Level Agreements (SLAs). The Division also coordinates closely with Executive Support (MPS-310), Service Management & Operations (MPS-320), Mission Focus Product Excellence (MPS-330), and other FAA stakeholders to ensure seamless service delivery and rapid resolution of technical issues affecting mission operations.

The Contractor must provide all resources, labor, tools, and processes necessary to ensure full operation of the IT Service Operations Division (MPS-300) and meet the performance standards listed in Exhibit B-003, Performance Requirement Summary and Calculations for Price Adjustment.

The Contractor must perform the following activities:

a. Support and participate in the planning efforts required to execute this Task Order.

b. Coordinate the Contractor’s efforts with those of other contractors and FAA stakeholders.

c. Operate the Service Center 24x7x365.

d. Perform all Service Center operations specified in this Task Order using the FAA-provided ITSM platform (currently ServiceNow).

e. The Contractor must maintain and update the Disaster Recovery (DR) and Continuity of Operations Plan (COOP) to ensure the availability of the Service Desk phone system and toll-free number.

f. The plan must include backup, redundancy, and restoration procedures for all Service Center data to ensure data security and 100% availability under all circumstances, including but not limited to disasters, cyberattacks, or other natural or man-made events that could result in data loss or service interruptions.

g. The COOP must specify how the Contractor will provide continuous support if the Service Desk phone system, toll-free number, or Service Desk site becomes unavailable due to a planned or unplanned outage.

1. The Contractor must execute an annual COOP test to ensure full failover and uninterrupted operation of the Helpdesk/Service Desk phone system, network, and associated services. The test must be coordinated in advance and approved by the FAA Contracting Officer and COR.

2. Upon completion of each COOP test, the Contractor must prepare a COOP Test Report documenting strengths, weaknesses/failures, and corrective actions required to remediate any identified issues. The report must also include all backup data related to the failover test, including pre- and post-test data validation.

3. The Contractor must assist with DR testing as required by the ServiceNow Platform as a Service (PaaS)/Software as a Service (SaaS) vendor.

3.5.1 Service Management and Operations

Service Desk operations and administration services encompass all activities necessary to provide a stable Service Desk environment and to perform procedures effectively and efficiently, ensuring that IT services meet Service Level Agreement (SLA) targets and performance requirements.

The Service Desk provides a centralized, single point of contact (SPOC) to address incidents, inquiries, and service requests. Service Desk support includes, but is not limited to:

a. Remote support for all incidents, inquiries, and service requests related to in-scope hardware and software.

b. Facilitate ticket escalations for dispatch of service technicians and/or parts.

c. End-user training and support for other IT-related issues.

d. Facilitate the restoration of normal operational service with minimal business impact and within agreed-upon service levels and business priorities.

The Contractor must resolve all incidents within the scope of this PWS. For the purpose of this requirement, “resolved” is defined as:

1. Restoration of Service: The underlying issue has been corrected, and the affected system, application, or service is restored to normal operating conditions.

2. Workaround Provided (if applicable): If a full correction is not immediately possible, an effective workaround has been implemented that restores the user’s ability to perform required functions without material impact to mission or business operations.

3. User Verification: The end user (or requestor) has confirmed resolution, or the Contractor has documented at least three unsuccessful attempts via email, MS Teams, and phone call (assumed as one contact per day during business hours) to obtain user verification after implementing the fix/workaround.

4. Ticket Closure Documentation: The Service Desk ticket has been updated with a description of the resolution steps taken, date/time of resolution, and any follow-up actions required, then formally resolved in the ticketing system.

5. Escalation Compliance (if applicable): For tickets requiring vendor or third-party involvement, resolution is achieved once the issue has been coordinated and resolved per established escalation procedures, with confirmation provided to the FAA.

3.5.1.1 Service Desk Support Activities

The Contractor must perform the following tasks:

1. Maintain and provide a Service Desk Escalation Contact List for all services, including third parties such as vendors and service providers.

2. Issue broadcasts or other notices to end users providing status updates as required for planned and unplanned events.

3. Provide support for planned and unplanned critical events to ensure minimal disruption to operations.

4. Perform, manage, and support individual user software deployments required to resolve incidents, including system and office productivity software.

5. Identify solutions to the Program Manager to minimize the need for end users to contact the Service Desk, including end-user training, self-service support opportunities, and root cause analysis.

6. Suggest improvements to the Program Manager for integration between the ISC and other support groups and service centers, including recommending changes to improve performance, reliability, meantime to repair, and security.

3.5.1.2 Single Point of Contact

The Contractor must perform the following tasks:

a. Maintain/update the SPOC Standards and Procedures Manual to meet FAA requirements and adhere to FAA processes (Exhibits C-013 through C-016) and policies. The Contractor must include the following elements in the SPOC Standards and Procedures Manual, at a minimum:

(1) Recommended Service Desk Operations and Administration procedures.

(i) Number of documented procedures created.

(ii) Percentage of Service Desk operations covered by documented procedures.

(2) Recommended SPOC procedures.

(3) Recommended Service Request and Incident Management procedures, including:

(i) Procedures to receive and respond to FAA service requests in accordance with defined prioritization and resolution targets.

(ii) Escalation procedures and points of contact for all incidents, service requests, and other items (including out-of-scope contacts) that cannot be resolved by the Contractor.

(4) Recommended Infrastructure Security procedures.

(5) Recommended Knowledge Management procedures (consistent with IT Infrastructure Library (ITIL) and other best practices), including workflows and process steps, to ensure the Knowledge Management database is always current and complete based on solutions to resolved incidents.

(6) Recommended FAA Platform, currently ServiceNow, support procedures for use by all tool support technicians.

The Contractor must review and update the SPOC Standards and Procedures Manual at least quarterly, or as requested by the COR.

Update Requirement:

An update is only necessary if, during the review, the contractor identifies changes (e.g., outdated information, process changes, compliance updates) that require revision. If the review shows that everything is still accurate and relevant, then only the “Revision History” page requires updating.

Ad-hoc Updates:

If the COR (Contracting Officer’s Representative) specifically requests an update outside the quarterly cycle, the contractor must perform it, regardless of whether they see a need for changes.

b. Provide multiple communications channels for end users to contact the Service Desk, including voice, email, online portal, chat, and other alternative communication channels commonly used for Service Desk support. The communications channels must be approved by the FAA and periodically reviewed to assess effectiveness.

c. Maintain/update the phone system, which must be on an independent (non-FAA) network and must not impact on any FAA network connections nor require Government furnished equipment. The phone system must include Automated Call Distribution (ACD), an Interactive Voice Response (IVR) menu (per FAA guidance), and the following capabilities:

d. Support, maintain, and optimize the phone system utilized by customers when contacting the FAA Service Desk. The system must operate on an independent, non-FAA network and must not impact on any FAA network connections or require Government-furnished equipment. The phone system shall include full functionalities and capabilities of the Automated Call Distribution (ACD) and an Interactive Voice Response (IVR) menu in accordance with FAA guidance, and shall provide, but not limited to the following capabilities: Queue and hold time announcements

(1) Ability for the FAA to update front-end messaging as necessary,

(2) Ability for multiple messages to be recorded and enabled as necessary,

(3) Ability to play hold music when customers are waiting for calls to be answered,

(4) Ability for FAA personnel to access the Contractor’s IVR system to monitor activities and run reports. The Contractor must provide FAA personnel up to five concurrent logins to the IVR system within 60 days of Task Order Award and access to playback recorded calls within 5 days of request. The number of concurrent logins can change over the life of the task order at the direction of the COR.

(5) Ability to generate custom reports upon FAA requests, including an API connector within the ITSM tool.

(6) IVR menu capabilities (with FAA approval) which:

(i) Facilitate end-user notifications,

(ii) Allow end users to immediately exit the system and communicate with a Service Desk agent,

(iii) Allow end users to select the Call Back option and receive a call back from the Service Desk,

(iv) Allow end users to directly transfer to other Service Desks, and

(v) Are configured for proper call queueing for efficient handling of calls.

The Contractor must submit innovation and/or automation features, such as, but not limited to, intelligent voice automation, speech recognition, or speech-to-text solutions. All changes are at the FAA’s discretion and must be implemented only upon FAA approval.

e. Use the current FAA MyIT Service Center toll-free number (844-322-6948). The Contractor is responsible for all costs and activities related to transitioning, owning, managing, and maintaining the toll-free number throughout the performance period, to include all US locations (including Puerto Rico, US Virgin Islands, and Guam) and international locations wherever possible.

f. Ensure all Service Center calls are available for remote monitoring (whereby monitors are not required to be on site at the call center) by the FAA for quality assurance.

g. Ensure all standard and non-standard dialog, recordings, displays (e.g., web pages, pop-ups), scripts, voice-recorded greetings, and splash screens are approved by the FAA.

h. Serve as the SPOC for receiving, logging, tracking, escalating, resolving, and reporting incidents, inquiries, and service requests for all FAA end users and external stakeholders. There are approximately 3,000 end users at the Mike Monroney Aeronautical Center (MMAC) who are not currently supported as part of this PWS but may fall within the scope of this PWS in the future.

i. Provide ownership (e.g., logging, tracking, escalating, resolving, and reporting) of Service Desk incidents and service requests in accordance with the FAA’s Incident Management Process (see Exhibit C-013).

a.

3.5.1.3 Service Request and Incident Management

The objective of Service Request and Incident Management is to ensure all incidents, service requests, and related inquiries are logged, categorized, prioritized, managed, and resolved in a timely and consistent manner to minimize service disruption and maintain optimal IT service performance. The Contractor must provide end-to-end management of incidents and service requests, ensuring compliance with FAA-defined processes, performance metrics, and service level requirements.

This service includes all activities required to receive, log, triage, diagnose, resolve, and escalate incidents and service requests across all supported FAA environments. It encompasses coordination with FAA internal organizations, third-party vendors, and other contractors as required to restore normal service operations as quickly as possible while maintaining quality and user satisfaction.

The Contractor must perform, manage, and report all Service Request and Incident Management activities in accordance with FAA policies, procedures, and performance requirements. This includes seamless coordination between the Service Desk, other ITSM functions (Problem, Change, and Knowledge Management), and the Emergency Operations Center (EOC) during critical events or outages.

The Contractor must perform the following tasks:

Incident and Service Request Management

a. Adhere to FAA processes and policies as defined in Exhibits C-013 through C-016, updated quarterly as part of the Service Center Documentation.

b. Ensure all contacts and interactions with FAA end users and stakeholders are documented in the FAA ITSM Platform (currently ServiceNow), regardless of the contact method (phone, email, chat, or portal).

c. Manage all contacts based on assigned priority rather than communication channel, in accordance with Exhibit B-003 (Performance Requirement Summary and Incident Categorization Table).

d. Log, categorize, prioritize, and document all incidents, inquiries, problems, and service requests in the FAA Platform.

(1) Use the FAA’s remote incident management tool to diagnose and resolve incidents and assist end users.

e. Diagnose, attempt resolution, and escalate incidents as needed to appropriate internal or external support resources following FAA escalation procedures.

f. Utilize FAA-approved remote management tools to assist with diagnosis and resolution.

g. Coordinate on-site support or hardware replacement through the ISC Depot or applicable task orders (e.g., Printer and Infrastructure Support).

h. Achieve first-call resolution as defined in Exhibit B-003.

i. Document all knowledge articles used in resolution and contribute new or updated articles to the Knowledge Management database.

j. Verify incident closure and user satisfaction prior to resolution.

k. Follow up on negative survey responses (ratings of 1, 2, or “not resolved”) with a root cause summary and action plan unless outside the Contractor’s control.

l. Issue closure notification and satisfaction surveys per FAA policy.

m. Recommend improvements to the Program Manager quarterly, for inclusion in theProduct and Service Catalog consistent with ITIL and industry’s best practices.

n. Develop, maintain, and support the online Product and MyIT Service Catalog in accordance with FAA processes and procedures.

(1) Identify issues related to the processing of service requests from the MyIT Service Catalog and make recommendations for corrective action, and apply lessons learned to avoid future issues.

(2) Process FAA requests in accordance with established MyIT Service Catalog Content Management procedures. Emergency requests, as designated by the FAA, require immediate processing upon notification. The Service Catalog must maintain comprehensive content without restrictions on quantity or type of items.

o. Submit new incidents and requests for IT Services to the Service Desk and other AIT and FAA support groups through the MyIT Service Catalog.

p. Search Knowledge Management database and access Self-service job aids and other knowledge documents.

Escalation and Coordination

a. Escalate incidents to personnel with appropriate skills, knowledge, and authority to resolve the issue promptly.

b. Coordinate with FAA internal teams, other contractors, and third-party providers to facilitate resolution.

c. Ensure full alignment and communication between Incident, Problem, and Knowledge Management processes.

d. Participate in the FAA Enterprise Change Management Board as directed and present incident-related changes as required.

e. Facilitate ticket escalations requiring Tech Dispatch onsite support, including but not limited to Printer Support (refer to PWS Section 3.2.1.3.1) and Infrastructure Support (refer to PWS Section 3.2.1.3.4). The Contractor shall ensure that each applicable incident, service catalog request, or problem record includes comprehensive work notes and justification detailing the reason for the Tech Dispatch engagement, actions taken, and resolution outcomes. This documentation must support traceability, accountability, and performance analysis for onsite service activities.

f. Coordinate with the ISC Depot to obtain warranty services or provide replacement equipment as necessary to restore service for incidents, service catalog requests, or problem records, as described in Service Center Support (PWS Section 3.2.1.3.1 below). The Contractor must ensure proactive coordination with the ISC Depot by promptly submitting required documentation, tracking the status of requests through completion, and providing regular progress updates within the FAA ITSM tool to ensure accurate records and minimize service disruption.

Monitoring and Reporting

a. Maintain and preserve all incidents and request data (all fields without exception) for the duration of the Task Order.

b. Monitor incident queues and performance metrics, notifying FAA personnel before SLA breaches or immediately upon breach.

c. Conduct and oversee Service Center outage processes, providing recommendations for continuous improvement.

d. Generate regular incident management reports, including:

1. Volume and categorization trends

2. SLA compliance

3. First-contact resolution rates

4. Root cause summaries and corrective actions

5. Survey response analytics and improvement plans

Emergency Operations Center (EOC) Coordination

a. The Contractor must provide seamless coordination between the Service Desk and the Emergency Operations Center (EOC) to provide timely communication, escalation, and technical support during outages or critical incidents. At a minimum, the Contractor must perform the following:

1. Notify FAA leadership of all validated outages within 15 minutes of confirmation.

2. Notifications must include the system(s) impacted, outage severity, initial scope of impact, and any immediate workarounds.

3. Notifications must be delivered in accordance with the FAA leadership call tree to ensure appropriate and timely escalation.

4. Provide a qualified technical resource to join the EOC bridge within 30 minutes of escalation to the EOC.

5. The assigned resource(s) must actively support troubleshooting activities, share relevant technical updates, and relay critical findings back to the Service Desk for dissemination to stakeholders.

6. Provide FAA leadership with status updates on active outages at a cadence aligned with severity level:

· Severity 1 (Critical): Every 30 minutes until resolution.

· Severity 2 (High): Every 60 minutes until resolution.

· Severity 3/4 (Moderate/Low): Every 2 hours or upon significant change in status.

· Updates must include current impact, ongoing remediation activities, estimated time to resolution (if known), and any mitigations in place.

7. Maintain 24x7x365 Service Desk coverage to support outage identification, notification, and escalation(s).

8. Ensure after-hours outages follow the same notification and escalation standards as normal business hours.

9. Notify FAA leadership via the designated call tree for all Severity 1 and 2 outages occurring after hours.

10. Provide FAA leadership with a written incident summary within 24 hours of resolution.

11. Reports must include root cause (if available), corrective actions taken, and recommendations to prevent recurrence.

3.5.1.4 End-User Support

The Contractor must provide end-user support in response to incidents and service requests, and inquiries, in accordance with Exhibit B-003, Performance Requirement Summary and Calculations for Price Adjustment, account administration, training, and related services to all FAA personnel and external stakeholders.

Hardware and Software Support

The Contractor must:

a. Provide troubleshooting, testing, validation, maintenance, and system repair for all in-scope FAA end-user devices and peripherals.

b. For laptop and desktop incidents that cannot be resolved remotely:

(1) Coordinate with ISC Depot for warranty services or replacement via ISC LCAM End-User Device Task Order.

(2) Ensure replacement devices for users outside continental United States (OCONUS) arrive as quickly as possible considering shipping constraints.

(3) Remotely repair devices where possible; otherwise, coordinate repair, replacement, and proper disposition of irreparable devices.

c. Provide support for Installs, Moves, Adds, and Changes (IMACs) for all in-scope devices, including hardware and software reinstallations, updates, and downloads.

d. For incidents requiring warranty services:

(4) Coordinate repair with the device manufacturer as necessary.

(5) Utilize FAA shipping services (currently GSA Advantage Delivery Services, funded outside the ISC Contract) to send devices for repair, if required.

(6) Alternatively, arrange for the manufacturer to perform warranty services at the Contractor’s facility.

e. Assist end users with FAA wireless connectivity where implemented.

Mobile Device Support

a. Provide troubleshooting, administration, and support for mobile devices and FAA-approved COTS applications.

b. Track lost or stolen devices, remotely wipe data, reset lockouts and passwords.

c. Coordinate with FAA MDM Tier 3 specialists and NWPO to resolve mobile device incidents.

d. Replace irreparable mobile devices in coordination with NWPO as needed.

e. Perform end-user device lifecycle administration, from deployment through decommissioning.

Data Backup and Recovery

a. Provide end-user data backup, storage, and recovery for break/fix or other issues using Government Furnished Equipment (GFE) as required.

b. Adhere to FAA data backup, security, and retention policies.

Offboarding Support

a. Coordinate return and shipment of FAA equipment for departing personnel to Contractor facilities or ISC Depot per LCAM End-User Device Support Task Order.

Account Administration

a. Manage account activation, modifications, terminations, password resets, remote access, email accounts, and user IDs in accordance with FAA policies.

b. Coordinate with other FAA IT specialists for account management.

c. Perform Active Directory group membership updates and manage email distribution lists.

End-User Training and Guidance

a. Provide end-user training on FAA-approved hardware, software, and COTS applications.

b. Guide end users requesting one-on-one mentoring through the ISC IT Customer Training Support Task Order.

c. Use FAA knowledge articles and guidance to train or advise users on custom FAA applications.

External User Support

a. Support external users with application access, login assistance, and password resets.

b. Maintain Active Directory accounts for external stakeholders.

c. Refer business-related inquiries to FAA subject matter experts.

Enterprise Security Software Support

a. Provide end-user support for FAA enterprise security software, including encryption and Zscaler application.

Remote Printer Support

a. Configure local printers and workstations, including, but not limited to, print drivers.

b. Document and submit requests for printers and consumables as requested.

c. Coordinate repair with the network printer vendor(s).

d. When incidents related to printers cannot be resolved remotely, facilitate ticket escalation for Tech Dispatch support through the separately issued ISC Special Projects Support Task Order for Tech Dispatch: Printer Support.

3.5.1.5 Technical Dispatch

The Contractor must provide Technical Dispatch services to support the FAA with planned and on-demand onsite technical assistance. Technical Dispatch encompasses the scheduling, coordination, and management of qualified personnel to perform onsite technical support, maintenance, and troubleshooting activities in response to Service Center requests, incidents, or other FAA-directed needs.

Technical Dispatch activities must align closely with the onsite response requirements outlined in Section 3.5.2, End-User Support, ensuring a coordinated approach to providing timely and effective onsite technical assistance. The Contractor must ensure that dispatched personnel meet all required skills, clearance, and certification requirements and adhere to FAA safety, security, and operational protocols.

The Contractor must prepare and maintain detailed Project Plans upon request from the FAA in support of temporary or specialized efforts undertaken to create a unique product, service, or result. These Project Plans must describe the proposed processes to plan, manage, and perform all Technical Dispatch work efforts. Each Project Plan must include, at a minimum:

a. Description of the planned and on-demand Technical Dispatch work, including the scope, objectives, and expected deliverables.

b. Identification of the process steps required to complete the Technical Dispatch work, including request intake, task assignment, travel coordination, onsite execution, and follow-up reporting.

c. Description of the staffing resources allocated to planned and on-demand Technical Dispatch work, including roles, skill levels, and availability.

d. Rationale for the project organization, staff utilization, and other resource allocations supporting the Technical Dispatch effort.

e. Procedures for coordination and communication between the Technical Dispatch function and the End User Support team described in Section 3.5.1.4, including escalation protocols, onsite engagement expectations, and documentation of work performed.

f. The Contractor must keep all Project Plans current and managed in a centralized location accessible by the FAA.

Infrastructure and Network Support The Contractor must provide Technical Dispatch services in a supporting role when incident tickets or service requests are assigned that require onsite or specialized technical assistance to restore, maintain, or sustain IT infrastructure and services. Technical Dispatch personnel must perform the following activities in coordination with the Service Center and other support teams:

a. Infrastructure Troubleshooting, Restoration, and Requests Technical Dispatch must support remote troubleshooting, diagnostic testing, and restoration of network devices including, but not limited to, Uninterruptible Power Systems (UPS), servers, Wide Area Network (WAN)/Local Area Network (LAN) devices, switches, wireless infrastructure, and wireless networking (Wi-Fi). When incidents or service requests related to infrastructure cannot be resolved remotely, Technical Dispatch must provide onsite support as coordinated by the FAA.

b. Support for FAA Security Operations Center (SOC) Technical Dispatch must provide technical assistance for issues related to FAA Security Operations Center (SOC) monitoring equipment as directed by the FAA. This includes ensuring that incident tickets are properly routed, assigned, and escalated to the appropriate support teams when necessary. Technical Dispatch must coordinate with SOC personnel to assist with rapid diagnosis, equipment replacement, and restoration of operational monitoring capabilities, ensuring minimal disruption to security monitoring operations.

c. Continuity of Operations Plan (COOP) Support In the event of an emergency, Technical Dispatch must provide onsite technical support in accordance with the FAA’s Continuity of Operations Plan (COOP) as defined by AIT. This may include deploying resources to alternate or off-site locations to ensure the continuity of essential IT and communication services.

d. Routine Infrastructure Maintenance Technical Dispatch must provide support for scheduled or ad hoc maintenance of IT infrastructure. This includes, but is not limited to, replacing imaged hard drives, routers, Ethernet Power Controllers (EPCs), monitors, or other network and computing components as required.

All Technical Dispatch activities, whether in response to incident tickets or service requests—must be documented in the ITSM ticketing system, including issue or request description, actions taken, parts replaced, and resolution details.

The Contractor must ensure that Technical Dispatch services are delivered in accordance with established performance standards and Service Level Agreements (SLAs), emphasizing responsiveness, quality, and customer satisfaction. All activities must comply with established incident and request management processes and meet the performance and service level standards defined in Attachment A – Performance Requirements Summary (PRS).

Printer Support The Contractor must provide on-site printer support services to ensure the operational availability, maintenance, and lifecycle management of network and local printers. Printer support activities include, but are not limited to, the following:

a. Troubleshooting, diagnosing, and resolving printer-related incidents, including removing, replacing, or repairing physically broken or inoperable printers.

b. Installing, configuring, and testing printers to ensure proper network connectivity and functionality.

c. Performing photoconductor service at FAA-specified locations as required to maintain printer performance.

d. Installation of printer toner, supplies, and consumable replacement services at FAA-specified locations.

e. Moving printers within the existing facility to support office moves, reconfigurations, or new installations.

All printer support activities must be documented in the ITSM ticketing system, including issue description, actions taken, replacement details (if applicable), and resolution status. The Contractor must ensure all printer support services comply with established FAA policies and meet applicable Service Level Agreements (SLAs) and performance standards defined in Attachment A – Performance Requirements Summary (PRS).

End User Devices The Contractor must provide on-site Technical Dispatch support for end-user devices when required to ensure continuity of operations and timely resolution of user-impacting issues. Technical Dispatch services for end-user devices include, but are not limited to:

a. Reasonable Accommodation Requests – Support specialized equipment or configurations required to meet FAA reasonable accommodation.

b. Air Traffic Organization (ATO) SOC Support – Provide on-site technical assistance for ATO SOC operations and related equipment.

c. Security Response – Addressing and resolving security-related technical incidents in coordination with FAA security personnel.

d. Move Requests – Supporting relocation, reconnection, and validation of device functionality during office moves or workspace changes.

e. Lifecycle Management – Assist with device deployment, refresh, and decommissioning activities.

f. Break/Fix Support – Perform repair or replacement of malfunctioning end-user devices and peripherals (e.g., laptops, monitors, docking stations).

g. Conference Room Support – Provide support for conference room systems, including displays and connectivity troubleshooting.

h. Special Events Support – Deliver on-site technical setup and monitoring during FAA-hosted events.

i. Advanced Troubleshooting – Conduct in-depth troubleshooting for escalated or complex end-user issues.

j. National Emergencies or Incidents of National Significance – Provide support during national emergencies, including:

1. Outbreaks of pandemic influenza or infectious diseases

2. Terrorist attacks

3. Natural disaster

k. Equipment Collection – Collect and secure government-furnished equipment (e.g., laptops, monitors, peripherals) from departing FAA employees and contractors, including VIPs, as directed.

All Technical Dispatch activities, whether in response to incident tickets or service requests, must be documented in the IT Service Management (ITSM) system, including issue or request description, actions taken, parts replaced, and resolution details.

Support of Legacy National Offload Program (NOP) Mike Monroney Aeronautical Center (MMAC) currently stores, unpacks, and connects NOP equipment to the network. No users are tied to the equipment. Most often, the equipment is located in a Tech Ops room and at international locations. NOP is expected to transition to the Cloud.

The Contractor must provide support for break/fix swap out of NOP devices.

Asset Management Support The Contractor must provide on-site tech dispatch support for asset management activities including equipment excess and disposal activities. Examples include but are not limited to: Computers, printers, switches, UPS, peripherals, and servers. This could include activities relating to lifecycle management, break/fix, move requests, office consolidation and relocations, or any other activities that require equipment disposal and shipment to other FAA managed or non-managed facilities. On-Site technical dispatch may be required, as part of the excess and disposal process, to wipe internal hard drives using approved methods prior to shipment. The On-Site tech dispatch support staff must work with the FAA Asset Management Division in conjunction with the ISC Depot outlined in CLIN 3 of the ISC contract to excess and dispose of all equipment as part of this task.

Attachment A & B: FAA Sites Requiring Physical Location of Technicians

3.5.2 Executive Support

The Executive Support Team provides a centralized, Single Point of Contact (SPOC) Standards and Procedures Manual to address IT Support (e.g., Incident, Inquiries, and Service Requests, etc.). Executive Support includes, but is not limited to, the remote solutioning of all incidents including inquiries and services requests related to in-scope hardware and software, facilitating ticket escalations for dispatch of service technicians and/or parts, end-user training, supporting other IT- related issues, and facilitating the restoration of normal operational service with minimal business impact and within agreed-upon service levels and business priorities. The Contractor must resolve all incidents within the scope of this PWS and meet Priority Resolution targets as outlined in Attachment A.

In response to incidents and service requests, the Contractor must provide IT support for Executives as follows:

On-site and remote support for VIP+ and Level 1 VIP (VIP’s) Executives

a. Supporting approximately 21 VIP+ Executives located in FAA facilities in Washington, DC. The VIP+ Executives include (i) the FAA Administrator, (ii) the FAA Administrator staff, and (iii) others identified as VIPs in the IT Service Management (ITSM) tool. All contacts from these individuals will automatically be categorized as Priority 1 – Critical in the ITSM tool (refer to Attachment B).

(1) The Contractor must provide on-site support to VIP+ and Level 1 VIP Executives during FAA regular/core business hours (0600-1800 local time).

b. Support approximately 60 Level 1 VIP Executives located in FAA facilities in Washington, DC. The Level 1 VIP Executives are identified as VIPs in the ITSM tool, and all contacts from these individuals will automatically be categorized as Priority 1 – Critical in the ITSM tool (refer to Attachment B).

c. Coordinating with the FAA to validate the list of VIP+ and Level 1 VIP Executives every 6 months at a minimum as needed to reflect any changes, as the number and roles of VIP+ and Level 1 VIPs are subject to change during this Task Order’s period of performance. For purposes of measuring resolution performance, the priority level will be set at the time the incident or service request is created

d. When incidents cannot be resolved through support services, the…