CWMS 2.0 RFP 70RTAC20R0000025 Attachment 1 - SOW DRAFT.pdf

DHS Cellular Wireless Managed Services

RFP No. 70RTAC20R00000025 Attachment 1 Statement of Work

DEPARTMENT OF HOMELAND SECURITY (DHS)

STATEMENT OF WORK (SOW)

FOR

Cellular Wireless Managed Services (CWMS)

May 26, 2020

1.0 GENERAL

1.1 Background

1.2 Scope

1.3 Objective

2.0 REQUIREMENTS

2.1 Core Services

2.1.1 Cellular Wireless Management Portal

2.1.2 Workflow

2.1.3 Portal Data Field Requirements

2.1.4 Device Management via the Portal

2.1.5 Continuity of Operations

2.1.6 Training

2.2 Program Management (Core)

2.2.1 Program Management Support Services (IDIQ Contract Level)

2.2.2 Program Management Plan

2.2.3 Performance Management Program (Core)

2.2.4 Performance Management and Accountability Plan (PMAP)

2.3 Agreements

2.4 Startup/Transition-In and Transition-Out Services (Core)

2.4.1 Transition-In Services

2.4.1.1 Provide IDIQ Contract and Order level TMPs

2.4.1.2 Provide Services by the Service Acceptance Date

2.4.1.3 Data Transfer Capabilities

2.4.1.4 Transition Billing and Services

2.4.1.5 Minimize Carrier Initiated Impacts

2.4.1.6 Maintain Cellular Wireless Service Provider Relationships

2.4.1.7 Coordinate and Gather all Relevant Infrastructure Service and Asset Data

2.4.1.8 Obtain Operational and Security Authorizations

2.4.1.9 Implement and Manage the Web Portal

2.4.1.10 Ensure No Service Interruptions

2.4.2 Transition-Out Services

2.4.2.1 Develop a Transition-Out Plan

2.4.2.2 Implement a Transition-Out Plan

2.4.2.3 Deliver all Transition-Related Agency Wireless Account Data

2.4.2.4 Complete Other Transition-Related Component Order-Specific Requirements

2.4.2.5 Continue to Support DHS through Final Contract Resolution

2.4.3 Transition Management Plan

2.4.3.1 Describe Transition-Related Knowledge Transfer Objectives

2.4.3.2 Identify Transition-Related Risks

2.4.3.3 Quantify Transition-Related Risks

2.4.3.4 Develop a Recommended Transition Schedule

2.4.3.5 Develop and Manage the Integrated Master Schedule (IMS)

2.5 Service Support Program (Core)

2.5.1 Service Desk

2.5.1.1 Invoice, Billing and Service Reports

2.5.2 Remote Help Desk Support – Tier 1 (Core)

2.5.3 Ticketing System Interface

2.5.4 Servicing, Refurbishing, or Recycling Devices

2.5.5 Supplemental Warranty Service Program

2.5.5.1 VIP Program

2.5.5.2 Issue Resolution

2.6 Telecommunications Management Services (TMS) (Core)

2.6.1 Ordering & Procurement Services:

2.6.1.1. Ordering Process Workflow management

2.6.1.2 Portal Ordering Capability

2.6.2 Contract Services

2.6.2.1 Prime/Sub Arrangement Administration Services:

2.6.2.1.1 Key Events Monitoring

2.6.2.1.2 Monitor Measurable Indicators

2.6.2.1.3 Resolve Wireless Service Provider Contract Issues

2.6.2.1.4 Monitor Wireless Telecommunications Technology for Contract Impacts

2.6.2.2 Dispute Recovery Services

2.6.2.2.1 Research Disputes

2.6.2.2.2 Discover and Manage Credits Due to the Government

2.6.2.2.3 Prepare and Submit Necessary Information

2.6.2.2.4 Resolve all Disputes

2.6.2.2.5 Prepare and Provide Monthly Dispute Claim Status Reports

2.6.2.2.6 Manage and Apply Recovered Funds

2.6.2.3 Rate Plan Optimization Services

2.6.2.3.1 Rationalize and Optimize Services and Costs

2.6.2.3.2 Provide Optimization Recommendations

2.6.2.4 Contract Optimization Services:

2.6.2.4.1 Benchmarks and Best Practices

2.6.2.4.2 Rationalization

2.6.2.4.3 Optimization Recommendations

2.6.2.4.4 Savings

2.6.2.4.5 Discounts

2.6.3 Asset and Inventory Management Services

2.6.3.1 Inventory Management Services:

2.6.3.1.1 Monthly Asset Management Report

2.6.3.1.2 Monthly Inventory Report

2.6.3.2 Device Disposition, Replacement, Recycling and Disposal Services:

2.6.3.3 Technology Refresh

2.6.4 Financial Management Services

2.6.4.1 Invoice Management and Audit Services:

2.6.4.1.1 Manage and Report Order Allocations

2.6.4.1.2 Wireless Usage Report

2.6.4.1.3 Monthly Wireless Service Provider Audits

2.6.4.1.4 Audit Reports

2.6.4.1.5 Audit Analyses

2.6.4.1.6 Monthly Error Reports

2.6.4.1.7 Monthly Procurement, Inventory, and Invoice Integration

2.6.4.1.8 Traceability

2.6.4.1.9 Formats

2.6.4.1.10 Recommendations

2.6.4.2 Bill Payment Services

2.6.4.2.1 General

2.6.4.2.2 Consolidated Billing

2.6.4.2.3 Full Chargeback Management and Tracking

2.6.4.2.4 Section 508 Accessible Formats

2.6.4.2.5 Accuracy

2.6.4.2.6 Standardized Reporting

2.6.4.2.7 Account and Invoice Consolidation

2.6.5 Provisioning Services

2.6.6 Local International Service

2.7 Optional Services

2.7.1 General:

2.7.2 Mobile Device Management/Mobile Application Management /Mobile Security (Optional)

2.7.3 Cellular Wireless Devices, Accessories and Service (Optional)

2.7.3.1 Acquisition:

2.7.3.2 Carrier Service and Plans:

2.7.3.3 Cellular Wireless and Voice Plan Service Options

2.7.3.4 Licenses

2.7.3.5 Cellular (Cell) Phone and Smartphone Device and Service

2.7.3.5.1 Cell Phone Equipment and Related Accessories

2.7.3.5.2 Smart Phones

2.7.3.5.3 Cellular/Wireless Data Devices, Pagers, and Internet Of Things Devices

2.7.3.6 Satellite Phones (Unsecure):

2.7.3.7 Tablets/Laptops:

2.8 Wireless Security

2.9 Optional Warranty Services

2.10 Enhanced Products and Services:

2.11 Cellular Wireless Service Plans:

2.12 Standards of Service:

2.13 On-site Support (Optional)

2.14 Unique web portal modifications (Optional)

2.15 Surge Support (Optional)

2.16 Executive Travel Support (Optional)

2.17 Special Requirements (Optional)

2.18 In-Building Cellular Wireless (Optional)

3.0 Meetings, Reports, and Deliverables or Outputs

3.1 Required Meetings

3.2 Post Award Conference and Kick off Meeting

3.3 Progress Meetings

3.4 General Report/Deliverable Requirements

3.5 Acceptance of Deliverables

3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes

3.7 Performance Status Report

3.8 Contract Management Status Report (CMSR)

3.9 Downtime and Incident Reporting

3.10 Service Catalog Reporting:

3.11 Business Continuity Plan

3.12 Strategic Sourcing Report

3.13 Interrelationships of Contractors

4.0 GOVERNMENT FURNISHED RESOURCES

4.1 On-site Support

4.2 Government Furnished Equipment (GFE)

4.3 Contractor Furnished Property

5.0 APPLICABLE DOCUMENTS

6.0 IDIQ CONTRACT CORE SERVICE LEVELS

6.1 SLA 1 - Device Asset Management (CORE)

6.2 SLA 2 Cellular Wireless Managed Services Web Portal (CORE)

6.3 SLA 3 - Deliverables (including invoices)

6.4 SLA 4 - Customer Satisfaction Survey

7.0 Service Desk Service levels

7.1 Service Desk SLA 1 –Call Response Time (Speed to Answer)

7.2 Service Desk SLA 2 - Call Abandonment Rate

8.0 IDIQ Contract Other Conditions

8.1 Ordering Period

8.2 Place of Performance

8.2.1 As-needed and Travel only staff support

8.2.2 Logistical support:

8.3 Hours of Operation

8.3.1 Cellular Wireless Management Portal Availability

8.4 Type of Contract

8.5 Inspection and Acceptance

9.0 Travel

9.1 Contractor Personnel

9.2 Observance of Legal Holidays and Excused Absence

9.3 Continuity of Support

9.4.1 Qualified Personnel

9.4.2 Key Personnel

9.4.3 Program Manager

9.4.4 Employee Identification

9.4.4.1

9.4.4.2

9.5 Employee Conduct

9.6 Removing Employees for Misconduct or Security Reasons

9.7 Disclosure of “Official Use Only” Information Safeguards

9.8 Training

10.0 CLAUSES .................................................................................... Error! Bookmark not defined.

11.0 Additional Requirements

11.1 Interoperability and Functionality Services

11.2 Data Security and Safeguards:

11.2.1

11.2.2

11.2.3

11.2.4

11.2.5

11.2.6

11.2.7

11.2.7.1

11.2.7.2

11.3 Compliance with DHS Security Policy

11.4 Encryption Compliance

11.5 Access to Unclassified Facilities, Information Technology Resources, and Sensitive Information

Requirement

11.6 Security Review

11.7 Interconnection Security Agreements

11.8 Required Protections for DHS Systems Hosted in Non-DHS Data Centers

11.8.1 Security Authorization

11.9 Enterprise Security Architecture

11.10 Continuous Monitoring

11.11 Specific Protections

11.11.1 Security Operations

11.11.2 Computer Incident Response Services

11.11.4 Intrusion Detection Systems and Monitoring

11.11.5 Physical and Information Security and Monitoring

11.11.6 Vulnerability Assessments

11.11.7 Anti-malware (e.g., virus, spam)

11.11.8 Patch Management

11.11.9 Log Retention

11.12 Personal Identification Verification (PIV) Credential Compliance

11.13 DHS Governance

11.13.1

11.13.2

11.13.3

11.14 Intellectual Property Records and Data Rights

11.14.1 Protection of Information

12.0 SECTION 508 COMPLIANCE

12.1 Section 508 Requirements Accessibility Standards

12.2 Additional Accessibility Requirements

12.3 Department of Homeland Security Accessibility Requirements

12.3.1 Compatibility with Assistive Technology

12.3.2 Accessible Functions

12.3.3 Hardware Devices that Contain Digital Windows (If Applicable)

12.3.4 Documentation in Accessible Formats

12.4 Guidelines for Technical Support and Assistance

1.0 GENERAL

1.1 Background

The primary purpose of this Statement of Work (SOW) is to establish a single-award Indefinite Delivery, Indefinite Quantity (IDIQ) contract for Cellular Wireless Managed Services (CWMS) for the Department of Homeland Security (DHS) and its Components. CWMS includes managed services; a web portal for device ordering and management; cellular wireless equipment and devices; cellular and data service;

Mobile Device Management (MDM); project management; services to enhance in-building cellular coverage; service desk services and other optional services. The CWMS IDIQ contract will provide a comprehensive commercial cellular wireless managed services solution. The IDIQ contract will enable access to multiple commercial cellular wireless carriers that include but not limited to: Verizon, T-Mobile, AT&T, and Sprint, as well as local and regional providers to ensure maximum coverage. The web portal will be a tool for wireless program management. It will be customized for each Component and will allow each Component to access and manage their wireless accounts with access to inventory management, equipment management and reporting capabilities. Together, these services will provide DHS and its Components with streamlined invoicing, billing, payment, ordering, delivery processes, standardized reporting and a robust means of providing wireless devices and services to its employees. The ultimate goal of these services will be to reduce wireless costs and find program efficiencies across the Department.

1.2 Scope

The Department of Homeland Security (DHS) is comprised of the Headquarters (HQ) and the following Components (Hereafter referred to DHS and its Components or DHS Components):

• U.S. Customs and Border Patrol (CBP)

• U.S. Citizenship and Immigration Service (USCIS)

• U.S. Coast Guard (USCG)

• Federal Emergency Management DHS (FEMA)

• Immigration and Customs Enforcement (ICE)

• U.S. Secret Service (USSS)

• Transportation Security Administration (TSA)

• Office of Biometric Identity Management (OBIM)

• Federal Protective Service (FPS)

• Federal Air Marshall Service (FAMS)

• Science and Technology Directorate (S&T)

The contractor shall provide comprehensive commercial cellular wireless managed services to include:

managed services; a web portal for device ordering and management; cellular wireless equipment and devices to include multiple mobile solutions and associated licenses; cellular, satellite and data service;

Mobile Device Management (MDM); project management; services to enhance in-building cellular coverage; service desk services and other optional services. The services shall include contractor initiated and DHS authorized access to multiple carriers to include Verizon, T-Mobile, AT&T, Sprint, local regional providers, enterprise services and server licenses via existing government contracts. The contractor shall file:///D:/Documents%20and%20Settings/amy.suber/Desktop/SCOPE%20PARAGRAPHS.doc also offer services and hardware capable of processing classified information, as required, in accordance with section 10.1.1 Instuctions Regarding Security Requirements for Contract/Orders section.

DHS has an estimated 80,000 lines of service under its current Telecommunications Expense Management Services (TEMS), CWMS, or similar services.

The area of support and coverage for this effort shall include the contiguous United States (CONUS), and selected OCONUS locations that are mission-driven and determined on an as-needed basis.

1.3 Objective

DHS requires contractor support to provide Cellular Managed Wireless Services (CWMS). DHS seeks to establish an IDIQ contract as a DHS-wide contract vehicle for CWMS to include the services described in

1.2 Scope above. The Contractor shall provide DHS with streamlined invoicing, billing and payment services, device ordering and delivery processes, standardized reporting and a robust means of providing wireless devices and services to its employees. In addition, these services will enable DHS to reduce wireless costs and find program efficiencies.

Within DHS cellular wireless services has been procured incrementally, resulting in decentralized management and operational costs. While DHS and its Components’ wireless services have continued to improve, there are still requirements at the department level for oversight and monitoring of DHS assets, inventory control, and device disposition.

DHS’s current wireless services consist of devices and services from the following wireless service providers: Verizon, T-Mobile, AT&T, and several local/regional wireless vendors. The goals of this SOW are to: (a) allow for improved cost, schedule, performance, risk management, and warranties required to deliver effective and affordable cellular wireless services; (b) maintain clear government visibility into program cost, schedule, technical performance, and risk; (c) and ensure services are provided within scope, committed service levels, and designated procedures.

This SOW is comprehensive and represents requirements from DHS and its Components. Ordering will be decentralized and Components will be able to manage their programs independently to meet dynamic operational needs.

2.0 REQUIREMENTS

The requirements are grouped into two categories: Core services and Optional services. Core services shall be provided as a single suite of services. Core Services shall be provided to all Components who issue an order under the IDIQ contract. Optional services shall be available to all Components. Listed below are the services that shall be provided for the Core Services and Optional Services:

Core services:

• Cellular wireless management portal

• Program management

• Performance management and accountability

• Transition in/out services

• Service support program

• Telecommunications management services

Optional services:

• Wireless devices and accessories

• Mobile device management

• Mobile Application

• Mobile Threat Protection

• Cellular wireless and Satellite devices accessories and service

• Onsite support

• Unique web portal modifications

• Surge support

• Executive support

• Special requirements

• In-Building wireless

2.1 Core Services

2.1.1 Cellular Wireless Management Portal

The contractor shall provide a cellular wireless management portal which shall be available for use DHS wide. All Components will use the portal as indicated below. The objective is to provide a centrally managed and accessible web portal (consolidated with access to all data) that has decentralized Component specific operating locations and Component specific managed web interfaces.

No later than sixty calendar (60) days after IDIQ contract award, the contractor shall provide a single web-based, network carrier agnostic secure socket layer (SSL) order management system/portal that shall be capable of establishing DHS Component specific instances or acceptable areas that will maximize Component specific management while maintaining a single web portal for DHS to control and manage its cellular wireless program across the department. This portal shall allow all wireless-related transactions to be executed within the portal environment including device and service requests, provider plan look-up, order tracking, account request (i.e. number porting and deactivation), and management approval. The contractor shall ensure that this web-based system is a comprehensive and centralized information repository, with decentralized management and support for Component specific requirements. The time frame for establishing the DHS Component instances of the web portal will be determined at the order level.

The web-based portal shall support Component specific instances where the data, content, access, workflow, management, and general access to services can be segmented or compartmentalized. The contractor shall enable the Component specific instances to be modified, configured, and customized to meet Component Order level requirements. Minor modifications shall be available to Components at no additional cost to the Government. Unique or Major customization/modification after acceptance of the Component specific portal shall be available as an optional service.

The portal shall be Section 508 compliant and Federal Information Processing Standards (FIPS) 140-2 certified, FIPS 140-2 compliance may not be required for the portal itself, but the Secure Socket Layer (SSL) will require FIPS 140-2 certification. Costs associated with establishing a properly certified web portal that is FISMA and FIPS compliant is the responsibility of the contractor. At a minimum, the portal shall provide:

• Asset tracking and inventory management services (to include devices, applications, licenses, and accessories)

• Equipment history of assignment and service

• Billing and usage information

• Service and contract management

• Efficient reporting and accountability

• Expense management

• Policy management and enforcement (to include sign off)

• Performance reporting and management

• Analysis and optimization of plans, service, and utilization

• Flexible/Dynamic agency-controlled information fields

• Account Hierarchy Code at a minimum of the 50 character level (AHC)

• Automated Notifications

• Provisioning services

• Redundancy of data and service

• Usage and cost monitoring and reporting

• Monitoring, reporting, and coordination of emergency telecommunication services

• Management Suspension Requirements (until notified to reinstate)

• Support Wireless Priority Services (WPS) and Government Emergency Telecommunications Services (GETS)

• Management of airtime services allowing roaming via all carrier networks

• Management of moves, adds, changes, and disconnect (MACD) services

• Management of a technology refresh program

• Portal and/or Data information downloads to multiple formats (.cvs, .txt, .xls, xlsx, etc.)

• Capability to perform a DHS authorized and approved data transfer between the portal and applicable DHS financial, inventory, or contracting information systems used as a data source

• Tracking and reporting on all activities requested, changed, and completed within the portal

2.1.2 Workflow

The web-based portal shall have workflow to allow assignment of customizable ordering and role-based permissions to comply with government policies and procedures and to ensure accountability for devices and accessories. The portal shall have workflow to enable authorized staff to receive requests for devices, service and, accessories, make approvals and forward the approved request to the contractor for action.

IDIQ orders will not be awarded through the portal; the portal is for requests only.

The web portal shall interface with Component specific asset and inventory management systems (the specific asset management systems shall be identified in the Component level order). At a minimum the web portal shall be able to interface with for example asset and inventory management systems and service management systems used at DHS. The interface may come in the form of a data dump, batch data transfer, or direct connection (e-bonding).

2.1.3 Portal Data Field Requirements

The following data fields are required:

• User Full Name

• Device assigned location

• Organization/Component to include Account Hierarchy Code (AHC) structure and site location

• End user email address

• End user shipping address

• End user work address

• Status: Pending Approval, Disapproved, Transferred, Closed

• Device Make

• Device Model

• Serial Number

• International Mobile Equipment Identity (IMEI) number

• Asset Tag

• Type of Device

• Customize by Carrier Upgrade Eligibility

• Date activated

• Date de-activated (when applicable)

• Warranty Expiration Date

• Date Upgraded (when original device is replaced with newer model)

• Device Phone Number

• Service Management Options and comment

• Device Received Date (user acceptance)

• Account Names

• Point of contact(s)

• Line(s) of Accounting

• Remarks/Comments

• Document attachment

• Account Owner (differs from User)

• Account Owner Address

• Service Delivery Point Address

• Invoice Address

• POC

• Agency Service Request Number or Agency Order Number

• Component IDIQ Order Number

The contractor is encouraged to include additional data fields to meet the government’s requirements. Each task order may contain additional portal data field requirements specific to their program requirements.

2.1.4 Device Management via the Portal

The web portal shall enable the government to track the following: MACDs; WPS enabled handheld devices; details concerning the type, location, amount and distribution of equipment (Component sites); and distribution of services by carrier. The portal shall provide dashboards and customizable reporting to facilitate device management.

The web portal shall provide automated notifications tied to events such as changes, modifications, adjustments, processes, or procedures. The contractor shall recommend automated notifications as part of their proposed solution. Examples of automated notifications include:

• Exceeding service plan thresholds

• Work Flow approval

• Modification to system availability (down times, outages, service availability)

2.1.5 Continuity of Operations

All portal functions shall have redundancy in accordance with government policies to include Continuity of Operations, Management Directive 9300.1 - Continuity of Operations Programs, and Continuity of Government Functions.

2.1.6 Training

The contractor shall provide training to DHS staff authorized to use the portal. The staff to be trained will be identified at the Order level. Training shall include but not be limited to computer-based training, Web based training, instructor led training, and train the trainer sessions. All training shall include training materials consistent with the most recent and Component specific version of the portal. The training may be held at the government site, offsite, or web based. Training may be required initially and throughout the lifecycle of this requirement based upon Component needs.

2.2 Program Management (Core)

The contractor shall provide program and project management to assist with the performance of technical, security, and enterprise support for Component initiatives.

Program Management shall include those services and activities required to coordinate resources and provide management and performance reporting at the IDIQ contract level and across all IDIQ orders under the IDIQ contract. Program management includes services necessary to coordinate resources, ensure performance, support Component initiatives, and service delivery for a defined task. Project reporting, including Integrated Master Schedule (IMS), Work Breakdown Structure (WBS), and resource allocation shall be channeled through the Program Manager and presented as part of the Program Management Plan. Program management services shall be an integral part of and inherent to the performance of all orders under this IDIQ contract. Program management requirements will be specified in Component statements of work at the Order level. All services provided by the contractor shall comply with the terms and conditions of the IDIQ contract.

2.2.1 Program Management Support Services (IDIQ Contract Level)

The contractor shall provide program management support services that include program information, project schedules, performance matrices, position papers, procurement of equipment and services through deployment, transfer, replacement, collection, engineering, management and operation of the program. The contractor shall provide all the reporting, optimization, inventory control and invoicing management services provided for under the managed service for devices. Program management support shall include but not be limited to:

• Updating and maintaining a database of Wireless points of contact to include; Wireless Account Custodians (WACs), Commercial Service Providers, wireless assets, accounts, contract types, field location codes and account hierarchies.

• Managing, tracking, and coordinating the activities of contractor resources as well as those of any partners and subcontractor used to successfully fulfill the requirements of the IDIQ contract.

• Supporting the DHS Information Security Support Officer (ISSO) during meetings and conference calls with IT security matters related to the web portal.

• Developing program documentation for government review and approval to include: broadcast emails, presentation materials, whitepapers, and meeting minutes on daily activities, status, trend, etc. for distribution to DHS personnel as requested.

• Developing a comprehensive strategic plan (Program Management Plan) for government review and approval that outlines centralization efforts for commercial wireless operations and management under DHS.

• Supporting project management meetings with the IDIQ Contract level Contracting Officer’s Representative (COR) and Component Order level COR to respond to issues and to report on key performance measures.

• Summarizing progress against the implementation schedule, ceiling amount, order funding burns, and status towards achieving key project management goals and performance quality against project level performance metrics.

2.2.2 Program Management Plan

The contractor shall prepare an IDIQ contract level draft Program Management Plan (PMP) as stated in Deliverable Numbers 5 and 6 of Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes. The draft IDIQ contract level PMP shall be due five (5) calendar days after award at the Post Award Conference. An IDIQ Contract level PMP shall be due thirty (30) calendar days after contract award. Government review of the IDIQ contract level PMP shall be completed within ten (10) calendar days after receipt. After receipt of Government comments, the contractor will have fifteen (15) calendar days to incorporate comments and changes and receive final IDIQ contract level PMP approval.

Upon issuance of a Task Order, the IDIQ contract level PMP shall be updated to include Component specific plans and details. The Component Order level PMP template and outline shall be due fifteen (15) calendar days after Order award at the Component Level Order Kick off Meeting. A final Component Order updated PMP shall be due thirty (30) calendar days after Component Level Order award, which shall be subject to a ten (10) calendar day government comment period followed by a fifteen (15) calendar day contractor response time to incorporate comments and changes. During the transition period for each task order, the updated PMP with Order level details shall incorporate information and data learned during the transition period. The Component Level Order PMP shall include:

• At the IDIQ contract level, methods for managing key elements of the technical approach, resources, communication, assumptions, risk, and schedule

• At the Component Order level, methods for managing Component level activities, deliverables, critical dependencies, and milestones

• At the Component Order level, a description of the data to be collected to support service level and performance management and how often that data will be collected; and

• At the Component Order level, a discussion and proposed resolutions for anticipated performance problems, trends and disputes that could arise in an environment with multiple orders.

2.2.3 Performance Management Program (Core)

Performance management and accountability through service level management and metrics analysis is an integral part of this IDIQ contract. In addition to any applicable inspection clauses or other related terms and conditions contained in the IDIQ contract, performance and service level management shall serve as a primary tool for inspection and acceptance of services as facilitated by the Contracting Officer’s Representative (COR), or Component Program Office (PO). Evaluation of the contractor’s overall performance will be in accordance with the performance standards set forth in Attachment A and B, Service Levels, and will be conducted by the COR/PO. The Service Levels will constitute a material aspect of the resulting IDIQ contract and will not be changed or otherwise modified after award unless mutually agreed upon by both parties through a signed modification issued by the CO.

The Performance Management Program shall be presented via the Performance Management and Accountability Plan (PMAP). The PMAP shall include the examination of all service level activities on an on-going basis (contractor analysis), monthly basis (DHS organizational reviews), quarterly basis (DHS program review), and annual basis (DHS CO). The contractor shall examine all service levels against developed metrics; create electronic dashboard views of metrics; and contribute metrics data to the DHS SharePoint Performance Management and Metrics site for the collection, analysis, and monitoring of SLA compliance; and generate and present reports based on the service levels and metrics.

2.2.4 Performance Management and Accountability Plan (PMAP)

The PMAP, as stated in Deliverable Number 7 of Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes, shall be the plan for managing performance, service level compliance, effective analysis, and timely and accurate reporting for all services. At a minimum the plan shall include:

• The Contractor’s overall approach for quality assurance

• The procedures, documentation and methods for tracking the proposed service levels including communicating with the Government, handling corrective actions and implementing improvements.

• All proposed service levels

• Performance standards

• Acceptable Quality Levels (AQLs).

• Quality Assurance Surveillance Plan (QASP) as stated in Deliverable Number 9 of Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes.

• Proposed credits when an SLA is not met.

The PMAP shall be initially included as part of the Transition Management Plan (TMP) to be executed, reviewed, and approved during the transition period. The PMAP shall be updated following award of each IDIQ order, as stated in Deliverable Number 8 of Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes. All Service Levels shall include details necessary to make them manageable and supportable for both the Government and Contractor. The required Service Levels shall include:

• Collection Methodology – The contractor shall articulate the tools, techniques and frequency with which relevant data supporting each SLA shall be collected.

• Formulas – The contractor shall provide the relevant formulas that will be used to measure SLA performance.

• Qualifying Factors – The contractor shall submit, for consideration, exceptions relevant to each SLA where performance may be negatively impacted by factors outside the Contractor’s control and where the inclusion of such could negatively impact the Government’s objectives.

• Proposed disincentives (credits) for not meeting service level agreements.

• Process to automatically credit the Government when credits are owed due to failure to comply with an SLA. The details of individual monthly credits shall be included in the Performance Status Report for the Government review and approval.

• Process for increasing the credit amounts if the contractor fails to comply with the same SLA for two (2), three (3), four (4), or more consecutive months

Upon award of the IDIQ contract, the service levels, with government approval will become Service Level Agreements (SLAs) and incorporated into the IDIQ contract. These SLAs will become the baseline for Component task orders. Components may negotiate additional SLAs if required. Any and all Service Level Agreements resulting from award of the IDIQ contract or task order shall be subject to semi-annual suitability reviews. The Government will, at its discretion, request changes to SLAs. These changes will include:

• Increases or decreases to specific performance levels of existing SLAs,

• The addition of new SLAs,

• The deletion of specific existing SLAs.

The Government will provide all proposed changes to the contractor for review and comment prior to execution. The contractor shall have ten (10) business days to respond with comments and/or changes.

The Government will review the contractor’s responses within ten (10) business days and make any such determinations as is necessary to enact those changes within the IDIQ contract. The Government will have at its discretion the choice to modify the Service Levels based on the best interests of the Government.

The Service Levels shown under Attachments A and B are DHS’s IDIQ contract level required service levels; Contractors are encouraged to recommend improvements to the proposed required service levels and incorporate additional Service Levels to effectively achieve a complete CWMS program based on past experience.

2.3 Agreements

The contractor shall obtain organizational level agreements, partnership agreements, memoranda of agreement, or memoranda of understanding with other contractors, vendors, or service providers to ensure no gaps in service or coverage occur between contracts where services may be impacted or coordination between contracts impact service delivery, service performance, or contractual compliance. All agreements shall be examined and modified on an annual basis to ensure compliance.

2.4 Startup/Transition-In and Transition-Out Services (Core)

Orders under this IDIQ contract shall include a transition-in and transition-out period. The transition-in period at the IDIQ contract level will be sixty (60) calendar days from IDIQ contract award. The transition-in period at the task order level will be established by the components for a period not to exceed sixty (60) calendar days from order award date. The transition-out period at the IDIQ contract level is defined as ninety (90) calendar days prior to the IDIQ contract expiration. The transition-out period at the task order level will be (90) calendar days or the period specified in the order. In the event of IDIQ contract or task order termination, the transition-out period will be ninety (90) calendar days from a termination notice, unless specified otherwise by the Contracting Officer.

The contractor shall submit a Transition Management Plan (TMP), as stated in Deliverable Number 10 of Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes3.6 Table of Deliverables:

Meetings, Plans, Reports, and Processes, initially documenting IDIQ contract level Transition-In and Transition-Out steps with updates to the TMP occurring during task order awards to capture Component transition requirements. The TMP shall include but not be limited to:

IDIQ Contract Level

• Performance Management and Accountability Plan

• Program Management Plan

• Integrated Master Schedule

• Training Plan

Order level

• order updated Performance Management and Accountability Plan

• order updated Program Management Plan

• order updated Training Plan

The draft TMP shall be submitted at the kickoff meeting.

2.4.1 Transition-In Services

Transition-In shall be deemed complete as of the first business day immediately following the service transition completion (“Service Acceptance Date”) as specified in the TMP. A TMP will be required at the IDIQ contract level and at the Order level. Each Component will manage its own transition once it issues its task order. The government will confirm acceptance with a written notice accepting transition-in completion. As of the Service Acceptance Date, the contractor shall have successfully completed implementation and deployment of all required TMP activities to DHS’s satisfaction specified in this SOW.

The contractor shall also have all service management resources and support services in place and in full compliance with the IDIQ contract operational requirements.

As of the Service Acceptance Date, the measurement and reporting of the contractor’s performance will begin in accordance with the Performance Management Plan criteria.

The following startup/transition-in services shall be provided at the IDIQ contract level and the Order level.

The contractor shall:

2.4.1.1 Provide IDIQ Contract and Order level TMPs

When task orders are placed, the IDIQ contract level TMP shall be updated to address each CLIN and/or task. The update shall clearly detail the steps to be performed and information the government requires from the contractor. The IDIQ contract level and Order level TMPs shall include a projected schedule and timeline for each activity leading to the service acceptance date. The final TMP shall be delivered NLT seven (7) calendar days following Government review.

2.4.1.2 Provide Services by the Service Acceptance Date

Take any and all actions necessary to complete the startup tasks as defined in the TMP and begin providing the services required by the IDIQ contract by the “service acceptance date” as documented in the IDIQ contract.

2.4.1.3 Data Transfer Capabilities

As stated in Deliverable Number 36, Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes, the contractor shall successfully test and/or demonstrate any electronic data transfer capabilities between the contractor’s portal and all of DHS financial, inventory, or contracting information systems being used as a data source.

2.4.1.4 Transition Billing and Services

Transition billing and services while ensuring no interruption in service or adverse impact upon DHS business activities and employees.

2.4.1.5 Minimize Carrier Initiated Impacts

Minimize carrier initiated impacts to service through aggressive coordination and continuous communication with DHS and third parties.

2.4.1.6 Maintain Cellular Wireless Service Provider Relationships

Actively maintain cellular wireless service provider relationships to ensure no loss of service for DHS both during the transition and over the life of the Order.

2.4.1.7 Coordinate and Gather all Relevant Infrastructure Service and Asset Data

Coordinate with the DHS IDIQ contract level and Order level TM to gather all relevant infrastructure and cellular wireless service and asset data to upload into the contractor’s web portal database to accomplish any initial optimization analyses. The contractor designated program manager shall maintain daily contact with the DHS IDIQ contract level or Order level COR during the transition period to ensure timely communication with the agency and to resolve any problems or issues.

2.4.1.8 Obtain Operational and Security Authorizations

Successfully obtain Authority to Operate (ATO) per DHS 4300 and (DHS) Information Security Program Information Security Management Act system security authorization to obtain approval for the DHS wide web portal. The web portal will be given interim ATO upon IDIQ contract award. The expected timeline for the final ATO is up to twelve (12) months after the award. The contractor shall successfully demonstrate and test all required electronic data or user interfaces to designated DHS staff to include the IDIQ level

COR.

2.4.1.9 Implement and Manage the Web Portal

Successfully demonstrate, test, and place into operations, with Single Sign-On access at the Order level, the Component specific instance of the web portal with all required updates, modifications, and structure to support Component level requirements within the Component designated transition-in period.

2.4.1.10 Ensure No Service Interruptions

Ensure no service interruptions or adverse impact upon DHS business activities and employees occur due to changes made without government review and approval or contractor’s negligence.

2.4.2 Transition-Out Services

The contractor shall plan for and provide a transition-out period not to exceed ninety (90) calendar days. Transition-out shall be available at the end of the base and each option period of each task order at the Government’s direction. At a minimum, transition out services shall include the following:

2.4.2.1 Develop a Transition-Out Plan

Developing a transition-out plan for transferring service responsibility to another provider or back to DHS and its Components. The transition-out plan shall identify what actions the contractor and DHS and its Components must perform to smoothly transfer information, data, government furnished property and any management responsibility to another party. The transition-out plan shall address any known risks, foreseeable problems, and shall identify the additional resources and cost, if any, required to mitigate these risks and ensure a successful transfer of responsibility.

2.4.2.2 Implement a Transition-Out Plan

Carrying out the tasks in the transition-out plan and managing the completion of those tasks to ensure successful transfer of all responsibilities by the agreed upon transition service acceptance date as specified in the order.

2.4.2.3 Deliver all Transition-Related Agency Wireless Account Data

Delivering to DHS and its Components all agency wireless account, inventory, invoice, and other data resident in the contractor’s data system necessary to enable another provider, or DHS and its Components, to assume service responsibility. As stated in Deliverable Number 34, Section 3.6 Table of Deliverables:

Meetings, Plans, Reports, and Processes, this information shall include a listing of the names, phone numbers and e-mail addresses of all wireless service provider points of contact (POCs) that the contractor works with to manage the agency’s accounts and invoices. All data shall be delivered, available, and accessible to DHS and its Components in electronic format to enable electronic transfer into other data systems. The specific format(s) for the data will be specified at both the IDIQ contract level and Order level during transition. This information will be referred to as Agency Transition Data.

2.4.2.4 Complete Other Transition-Related Component Order-Specific Requirements

Other Component specific requirements as stated in individual Component Orders.

2.4.2.5 Continue to Support DHS through Final Contract Resolution

Upon expiration of the IDIQ contract and the task orders, as part of its close-out responsibilities IAW FAR Part 4.8, the contractor shall continue to support DHS and its Components in handling and tracking disputes filed with wireless service providers on or before the IDIQ contract and the Order expiration date through final resolution, or for six (6) months after expiration, whichever is less. (These are not contract claims as defined in FAR Part 33, which will be handled by a warranted CO.)

2.4.3 Transition Management Plan

As stated in Deliverable Number 10, Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes, the final TMP shall be delivered NLT seven (7) calendar days following the Government review.

The TMP shall include the PMAP, the PMP and the Training Plan in addition to the following:

2.4.3.1 Describe Transition-Related Knowledge Transfer Objectives

A description of how knowledge will be communicated to achieve transition objectives (e.g. briefings, training sessions, standard operating procedures, reference guides, etc.).

2.4.3.2 Identify Transition-Related Risks

Identification of any known risks, foreseeable problems, and identification of additional resources and/or cost, if any, that will be required to mitigate those risks and ensure a successful transfer of responsibility.

2.4.3.3 Quantify Transition-Related Risks

Quantification of risk in days or weeks of delay and the most likely outcome for the program considering identified risks.

2.4.3.4 Develop a Recommended Transition Schedule

Identification of current task orders being performed, the priority and schedule of each order (include descriptions), original due dates, and a recommended schedule to transition CWMS activities.

2.4.3.5 Develop and Manage the Integrated Master Schedule (IMS)

As stated in Deliverable Number 12 of Section 3.6 Table of Deliverables: Meetings, Plans, Reports, and Processes, the contractor shall provide an Integrated Master Schedule (IMS) no later than thirty (30) calendar days after IDIQ contract award and ten (10) calendar days after each subsequent order award.

The IMS shall identify all orders currently being performed and activities to be performed. The schedule shall detail the priority of transition tasks, a brief write-up identifying the history and purpose of each task, pending actions of current and planned tasks and activities (to include descriptions), original due date, and a recommended schedule for transition. The contractor shall update the IMS after award of each order and develop and maintain the IMS by logically networking detailed program activities (include planned events and milestones, accomplishments, exit criteria, and activities from IDIQ contract award to the completion of the final order).

2.5 Service Support Program (Core)

The contractor shall establish a service support program (staff and support structure), to include service desk for all authorized DHS staff requesting service related to CWMS. The core hours of Service desk are Monday through Friday between the hours of 7:00 a.m. – 6:00 p.m. Support hours shall correspond to the applicable time zone (example: Eastern Time (ET) 7 am to 6 pm). Through the service support program, the contractor shall assist DHS Staff with requests for service related to all services ordered by the respective Component. The contractor may be requested to travel within the CONUS to support DHS mission requirements, this level of support shall be identified at the Order level.

Additional hours beyond the stated core hours of service, and limited after hours support shall be provided as an optional service under Section 2.7 and/or Section 2.13, which will be identified at the Order level. The web portal shall not be used as a service request ticket management point of entry for service. All requests for service shall be directed through the respective Component service desk to the CWMS Service Desk as identified under Section 2.5.1. The process, methodology, and procedures for generating, routing, handling, and distributing request for services will be identified at the order level.

2.5.1 Service Desk

The contractor shall provide service desk support for all services offered within the scope of the IDIQ contract. Request for service may begin from a Component specific service desk and transfer or migrate to the contractor’s service desk. Response times and level of service shall be determined at the Order level.

2.5.1.1 Invoice, Billing and Service Reports

The contractor shall provide Invoice and Billing support Monday through Friday between the hours of 7:30 a.m. – 5:30 p.m. ET to answer billing and invoicing questions. The contractor shall prepare, submit, and present a weekly service request report that captures the number of requests, requests completed, and requests pending resolution. This service shall be included with the overall service desk services as stated in Section 2.5.1. Individual order level reporting may vary in frequency and detail based upon individual Component requirements.

2.5.2 Remote Help Desk Support – Tier 1 (Core)

The contractor shall provide and establish processes and procedures for providing Help Desk Support. Help Desk Support requirements will be defined at the Order level (see section 2.13). Tasks to be performed as the Help Desk Support shall include but are not limited to:

o Serve as the first point of contact for customers seeking technical assistance with mobile devices over the phone, email, or ticketing system o Perform remote troubleshooting through diagnostic techniques and pertinent questions o Walk the customer through the problem-solving process o Provide accurate information on mobile information technology products or services o Record events and problems and their resolution in the maintenance system o Follow-up and update customer status and information o Identify and suggest possible improvements on procedures

2.5.3 Ticketing System Interface

The contractor shall provide a service request ticketing system which shall interface or be able to communicate directly or indirectly with the Component service request ticketing system.

2.5.4 Servicing, Refurbishing, or Recycling Devices

The contractor shall assess malfunctioning devices to determine if initial triage (re-boot, battery removal, charging) will resolve customer reported issues. A malfunctioning device that is out of warranty and cannot be repaired shall be wiped (e.g. all data removed per DHS Component Policy, replaced and either returned to the carrier (warranty service) or properly disposed of (per DHS Component Policy for device disposal) if not repairable.

When applicable, devices shall be refurbished and returned to inventory for use. When a device receives warranty repair and can be returned to service, that device shall be returned to inventory for use. Specific processes and procedures for processing and wiping, cleansing, and sanitizing malfunctioning devices or devices designated for disposal will be provided by the Component at the Order level.

2.5.5 Supplemental Warranty Service Program

In conjunction with the device warranties provided by the device manufacturer, the contractor shall propose a supplemental warranty service program that shall include the delivery, return, distribution, and inventory management of devices that require in warranty and out of warranty service.