D15PS00213_-_SOW_(final).pdf

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Statement of Work (SOW) for

IBM AVP Support Services

Date: 2-13-2015

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1 Background

The Department of the Interior (DOI) is in the process of implementing the IBM Tivoli Endpoint

Manager (IEM) solution across all of its bureaus and offices. Some of the implementation activities involve the need for subject matter expert (SME) personnel support from the product vendor beyond the capabilities provided by general software support typically included with the purchase of software.

This statement of work (SOW) is intended to provide details related to the contractor activities needed to support staff from all bureaus and offices in support of DOI’s implementation and management of the

IEM product.

2 Objectives

The objective of this acquisition is to secure highly specialized contract support services from the IBM

Accelerated Value Program (AVP) in support of DOI’s IEM implementation activities.

The technical support services will provide product installation support, configuration/change management support, design support and specialty coding (as needed) for the Department’s IEM solution.

Although DOI personnel will lead work activities regarding many of these activities, more advanced support will be needed. The IBM AVP contractor (contractor personnel) shall recommend options, provide recommendations and assist with actual work activities as needed, based on their knowledge and previous experience.

DOI believes the support activities specified in this SOW can be provided by one (1) individual over the period of performance of this contract.

Along with this SOW, an IBM AVP Technical Requirements Document (TRD) is provided which includes identification of the support required and any required work product(s) required. The information provided in the TRD will include sufficient details in order for the contractor to calculate the basis of estimate, based on the labor categories and fixed rates identified in the delivery order, for the TRD. Any additional post award support may be incorporated into this delivery order via a formal modification.

3 Contractor Interfaces

Contract personnel will be required to work with other DOI employees and other contractors supporting

DOI besides the named callers specified in the IBM AVP Support Contacts addendum to this SOW.

Contractor personnel will work with all such individuals in efforts to meet activities specified by CDM

CAB leadership. Also, contractor personnel shall not direct the work of other contractors or DOI employees without assistance from CDM CAB leadership or the named callers specified as part of this

SOW.

The Government shall establish initial contacts between the contract personnel and any other contractors and shall participate in an initial meeting at which the conventions for the scheduling and conduct of future meetings/contacts will be established. Any CO or COR communications of other efforts shall be included in any establishment of conventions.

Contractor personnel shall:

● Assist relevant Service Desk staff and other internal and external customers with system related problems and maintenance, as needed.

● Diagnose problems associated with Information Assurance, and develop, recommend, and/or implement effective, efficient, innovative, and timely solutions to support customer needs.

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● Serve as the subject matter expert on issues pertaining to all aspects of the IEM solution and its implementation across DOI.

● Evaluate customer’s system requirements, solicit new requirements, and implement new system features as needed.

In some situations, contractor personnel may be asked to provide support for system users and/or administrators by analyzing, troubleshooting and resolving hardware (PC, Mac, Linux, Solaris, or UNIX), software, or network problems on either workstations or servers. Contractor personnel will provide customer assistance for inquiries received via telephone, letter, email or in person; provide information and assistance to all DOI bureaus and offices and other support vendors, and document and maintain

Standard Operating Procedures (SOP) for the system, as needed.

3.1 Work Prioritization

In general, work activities for contractor personnel will be determined through CDM Change Advisory

Board (CAB) assignments and prioritized by the CDM CAB members or one of the named callers in accordance with CAB needs. Where there are questions regarding prioritization of these activities for resolution or conflicts in guidance, the contractor or contractor personnel should raise these concerns to the COR or CO for resolution. In the event that a high priority DOI CIRC vulnerability remediation activities are required, (Examples include HeartBleed and ShellShock Vulnerabilities), contractor personnel shall provide support for these activities, where such activities involve the DOI IEM solution, as top priority over all other work requests related to the DOI IEM system. Contractor personnel shall work with his/her named caller contacts, as needed, to resolve any questions related to work prioritization where such vulnerability remediation activities are needed.

4 General Information

4.1 Level of Experience/Qualifications Required

This work requires significant knowledge and experience in all operations of the IBM Tivoli Endpoint

Manager (IEM) enterprise software.

● Contractor personnel must be IBM certified for IEM advanced support.

● Contractor personnel must have at least three (3) years of experience providing advanced IEM implementation/support/consulting/training for large enterprise customers.

● Contractor personnel must have direct access to IBM back-end IEM developers and Level three

(3) or higher support personnel.

● Preference will be given to contractor personnel that hold industry technical certifications related to the IBM Tivoli Endpoint Manager product.

● Advanced experience in developing IEM action scripts, custom relevance for actions/fixlets/tasks/groups and analysis.

● Advanced experience in developing custom IEM Web reports and Dashboards.

● Experience with Windows, UNIX, and Mac OS environments.

● Superior written and verbal skills are necessary in order to provide training on the IEM implementation.

● Proficiency in the use of WebEx, SharePoint, Google Sites, Google Drive, Microsoft Project and

Microsoft Visio is preferred but may be developed as part of this work.

● Contractor personnel shall possess knowledge of and experience with the NIST SP 800-53 (as revised) security controls for Federal Information Systems at a moderate baseline.

NOTE: The Contractor and the Contracting Officer’s Representative (COR) shall monitor the working relationship between the Government and contractor personnel to ensure that services do NOT develop

D15PS00213 Page 4 of 10 into a personal service relationship as defined in FAR 37.104. Questions concerning this matter shall immediately be referred to the Contracting Officer (CO).

4.2 Background Investigations

All contractor personnel will require completion of a background investigation needed for on-site access to the government worksites and access to the DOI computer networks. A favorable clearance must be received prior to starting work either on-site or off-site. (See 4.21 for further security requirements)

4.3 Conflict of Interest & Non-Disclosure Agreements

Organizational Conflicts of Interest (OCI):

Per FAR 9.5, organizational conflicts of interest may result when factors create an actual or potential conflict of interest on a contract, or when the nature of the work to be performed on the contract creates an actual or potential conflict of interest on a future acquisition.

Therefore, with respect to this contract and subsequent task orders, the contractor agrees that, in consideration of the award of this contract, the contractor, any subcontractor, consultant, or employee of the contractor, any joint venture involving the contractor, any entity with which it is or becomes affiliated by common ownership or with or into which it merges, or any successor or assignee of the contractor, shall not provide services as a prime, subcontractor or consultant under any systems integrator contract for current or future AQD programs. The contractor shall include this requirement in subcontracts at all tiers. The contractor agrees that this restraint shall extend throughout this contract/task order period of performance, including any exercised options. The contractor agrees and acknowledges that compliance with this restraint at all tiers is a material requirement of this task order and the contract. (FAR 9.505-1)

The only exception to these restrictions will be if the contractor submits a comprehensive mitigation plan that, at the sole discretion of the contracting officer, gives the Government confidence that any current or potential OCIs will be satisfactorily neutralized.

The contractor agrees that if it assists in the preparation of non-developmental specifications or of work statements for a system or services under this contract, or assists in the development of acquisition strategies or evaluation criteria or otherwise provides acquisition support under this contract, it will not be allowed to furnish these items or services, either as a prime contractor, a subcontractor or as a consultant

(FAR 9.505-2).

The contractor agrees that if it gains access to proprietary data of other companies, it will protect such data and it will not use such proprietary data in supplying systems or components in future competitive procurements (FAR 9.505-4). In addition, the contractor agrees to protect the proprietary data and rights of other organizations disclosed to the contractor during performance of this contract with the same caution that a reasonably prudent contractor would use to safeguard highly valuable property. The contractor also agrees that if it gains access to the proprietary information of other companies that it will enter into an agreement with the other companies to protect their information from unauthorized use or disclosure for as long as it remains proprietary and refrain from using the information for any purpose other than that for which it was furnished.

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The contractor agrees that it will not distribute reports, data or information of any nature arising from its performance under this contract, except as provided by this contract or as may be directed by the CO.

The contractor agrees that it will neither evaluate nor advise the Government with regard to its own products or activities. The contractor will objectively evaluate or advise the Government concerning products or activities of any prospective competitors.

The contractor agrees that it will include the above provisions, including this paragraph, in agreements with teaming partners, consultants or subcontractors at any tier which involve access to information covered above. The use of this clause in such agreements shall be read by substituting the word "teaming partner," "consultant," or "subcontractor" for the word "contractor" whenever the latter appears.

The contractor agrees that if an actual or potential Organizational Conflict of Interest (OCI) arises prior or after award, with regard to any contract, task order or modification thereto, the contractor will make a full disclosure in writing to the contracting officer. This disclosure shall include a description of actions which the contractor has taken or proposes to take, after consultation with the CO, to avoid, mitigate, or neutralize the actual or potential conflict. All actual or potential OCI situations shall be handled in accordance with FAR 9.5.

The Government may terminate the contract or task order for convenience, in whole or in part, if it deems such termination necessary to avoid an OCI. If the contractor was aware of an OCI before award, or discovered such facts after award and intentionally did not disclose or misrepresented relevant information to the CO, the Government may terminate the task order and/or contract in accordance with the "Default" clause of this contract and pursue such other remedies as may be permitted by law or this contract.

The Government may, at its sole discretion, waive any provisions of this clause if deemed in the best interest of the Government.

Personal Conflicts of Interest:

In the course of performance pursuant to this contract, contractor personnel will be participating personally and substantially in duties that have a direct and predictable effect upon other non-Federal entities. The contractor agrees to use its best efforts to ensure those employees and others performing services under this contract avoid conflicts of interest or the appearance thereof. To that end, the contractor agrees that its employees and others performing services under this contract will, prior to the commencement of performance, sign the Certificate of No Conflict of Interest attached to this SOW.

(a) Personal and Substantial. To participate personally means to participate directly. It includes the direct and active supervision of the participation of a subordinate in the matter. To participate substantially means that the employee's involvement is of significance to the matter. Participation may be substantial even though it is not determinative of the outcome of a particular matter. However, it requires more than official responsibility, knowledge, perfunctory involvement, or involvement on an administrative or

D15PS00213 Page 6 of 10 peripheral issue. A finding of substantiality should be based not only on the effort devoted to a matter, but also on the importance of the effort.

While a series of peripheral involvements may be insubstantial, the single act of approving or participating in a critical step may be substantial. Personal and substantial participation may occur when, for example, an employee participates through decision, approval, disapproval, recommendation, investigation or the rendering of advice in a particular matter.

Non-Disclosure:

In the course of performance pursuant to this contract, contractor personnel may access nonpublic information, including acquisition sensitive information. Contractor personnel agree that they will not use or disclose any such information unless authorized by the COR. To that end, the contractor agrees that its employees and others performing duties under this contract will, prior to the commencement of performance, sign the Certificate of Non-Disclosure attached to this SOW.

4.4 Named Callers

Named callers for this contract will be provided in the IBM AVP Support Contacts addendum to this

SOW. Named callers will provide support for any contract related questions or issues but generally will not provide day-to-day direction to contractor personnel.

4.5 Period of Performance

The Period of Performance for this effort is the date of award for a period of twelve (12) months thereafter, herto referenced to as the Base Period. This effort includes three (3) option periods of twelve

(12) months each, which may be unilaterally exercised by the Government as identified below. Each option period shall not exceed one year in duration, unless mutually agreed upon and a formal modification issues. Exercising of any of the option periods is contingent upon the contractor having a current GSA Schedule contract at the time the option is exercised. All terms and conditions applicable to the base period shall extend to the options unless otherwise agreed upon. The option periods are subject to availability of funds. The Government shall not be obligated to reimburse the contractor for costs in excess of the amount allotted, not will the contractor be obligated to continue performance and incur costs in excess of the amount allotted. Option periods shall have fixed pricing set forth at award releases.

Following are the details:

Anticipated Date of Award: March 23, 2015

Base Period: March 24, 2015 through March 23, 2016

Option Period 1: March 24, 2016 through March 23, 2017

Option Period 2: March 24, 2017 through March 23, 2018

Option Period 3: March 24, 2018 through March 23, 2019

4.6 Place(s) of Performance

In general, contractor personnel may work at a location of their preference as long as they are available in a timely manner, during working hours via telephone or email and have sufficient, secured network bandwidth and computing capabilities to provide the support required in the timelines specified. On-site

D15PS00213 Page 7 of 10 support may be needed at DOI’s Reston, VA location on an as needed basis to be determined in support of the work.

4.7 Hours of Work

Contractor personnel are expected to conform to normal operating hours. The normal duty hours are eight (8) hours per day, with a start time any time between 6:30am and 9:30am EST, Monday through

Friday, with the exception of Federal Government holidays, official Government closures, shut downs or administrative leave (see sections 4.8 & 4.9 below), with an allowance for a one-hour lunch period each day. Schedule to be determined in coordination with the contractor and COR.

4.8 Government Holidays

The following Government holidays are normally observed by Government personnel: New Year’s Day, Martin Luther King’s Birthday, Presidential Inauguration Day (metropolitan DC area only), President’s

Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, Christmas Day, and any other day designated by Federal Statute, Executive Order, and/or Presidential

Proclamation. Other kinds of administrative leave such as acts of God (i.e. hurricanes, snow storms, tornadoes, etc.) Presidential funerals or any other unexpected government closures may also be relevant to contract work hours days and work delivery.

4.9 Government Closure or Shut Downs

The contractor shall not charge or hold DOI liable for any work activities that cannot be actioned on days where the Federal Government is closed for inclement weather or other reasons determined by the Office of Personnel Management (OPM). Work activities that are not able to be performed due to Government closure activities shall be rescheduled as soon as possible at no additional cost to DOI.

4.10 Government Furnished Equipment

Government furnished equipment may be provided in performance of this effort.

Facilities, Items and Services - the Government will furnish facilities, items, or services for the following:

Office space, phone and Government issued laptop and related peripheral equipment as required for the performance of professional services.

4.11 Government Furnished Information

Government furnished information may be provided in performance of this effort and will be specified in the IBM AVP Technical Requirements Appendix to this SOW as required.

4.12 Training

Contractor employees must successfully complete DoI’s end-user Federal Information System Security

Awareness, Privacy and Records Management (FISSA+) training prior to being granted access to DOI data or being issued a user account. Training must be renewed annually. Additionally, the delivery order employees must sign a Statement of Responsibility that states they have read the appropriate Rules of

Behavior and other applicable information security policies.

4.13 Key Personnel Changes

The contractor must notify the COR immediately when any key employee working on DOI systems is reassigned or leaves the contractor’s employ. For unfriendly terminations, the COR must be contacted prior to the termination, as is practicable. For unfriendly terminations, the DOI Personnel Security Office should also be notified via the CO or COR.

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4.14 Payment for Unauthorized Work

No payments will be made for any unauthorized supplies and/or services or for any unauthorized changes to the work specified herein. This includes any services performed by contractor personnel of their own volition or at the request of an individual other than a duly appointed CO. Only a duly appointed CO is authorized to change the specifications, terms, and conditions under this effort.

4.15.1 Dress Requirements

Contractor personnel shall present a neat appearance and be easily recognized as contractor employees by wearing a Security Identification Badge at all times while on Government premises. When contractor personnel attend meetings, answer phones, and work in other situations where their status is not obvious to third parties they must identify themselves as a contractor to avoid creating the impression that they are government employees.

4.16 Physical Security

Contractor personnel shall be responsible for safeguarding all government property provided for contractor use. At the end of normal duty hours and/or after normal duty hours, all government facilities, equipment and materials must be secured regardless of where work activities are conducted.

4.17 Emergency or Special Event Services

Contractor personnel may be required to perform and/or provide services outside the normal hours of duty depending on operational project requirements. To the extent such activities are required, DOI will provide the contractor advanced written notice of the need for work activities outside the normal hours of duty and will work with the contractor to manage overall work hours accordingly.

4.18 Notice Regarding Late Delivery/Delayed Performance

The contractor shall immediately notify the Contracting Officer (CO) in writing in the event that contractor personnel encounter difficulties in performance by giving pertinent details, including the date by which they expect to complete performance or make delivery. However, the notification will be information only in character and will not be construed as a waiver by the Government of any contractual delivery schedule or date, or any rights or remedies provided by law under this effort.

4.19 Authority to Obligate the Government

The CO is the only individual who can legally commit or obligate the Government to the expenditure of public funds. No cost chargeable to this effort can be incurred before receipt of a fully executed delivery order or specific authorization from the CO.

4.20 Travel

It is anticipated that the majority of work activities can be successfully conducted within a 50-mile radius of Washington, DC (local travel). Such local travel, shall not be reimbursed by the Government. The contractor will be responsible for all expenses for travel within a fifty (50) mile radius in the DC, Maryland, & Virginia (DMV) area. DOI does not provide vehicles for local travel. Contractor personnel shall have the capability to travel, as requested by DOI.

While travel outside the DC, Maryland, & Virginia (DMV) area is not anticipated, should it be required, reimbursement for such travel will be in strict accordance with Joint Travel Regulations and FAR31.205-

46. All travel outside the DMV area requires the government's pre-authorization.

a. All travel costs and per diem costs must conform to Federal Travel Regulations (FTR) in effect at the time of travel authorization, including but not limited to daily per diem and lodging rates in

D15PS00213 Page 9 of 10 effect for the area at the time of the travel. Expenses not in conformance with the FTR will not be reimbursed and should not be submitted.

b. Receipts and other written evidence to support submitted travel expenses over $75.00 shall be retained by the contractor for the duration of the contract plus one year, and made available to the

CO or COR on request. Travel not supported by receipts or other evidence will not be reimbursed and should not be submitted.

The contractor shall state on all invoices that include claims for travel reimbursement that these claims are fully supported by proper documentation, that the documentation is available for audit, and that the claims confirm to the FTR.

The Government will not reimburse the contractor for expenses incurred for contractor personnel traveling to and from the place of performance to their residence in another location outside of the place of performance.

4.21 Contractor Personnel Security and Suitability Requirements Performance of this effort requires contractor personnel to have a Federal government-issued personal identification card before being allowed unsupervised access to a DOI facility and/or information system.

The COR will be the sponsoring official, and will make the arrangements for personal identification verification and card issuance.

The Contractor shall identify all contractor and subcontractor personnel who will require (physical and/or logical) access for performance of work. The Contractor must make their personnel available at the place and time specified by the COR in order to initiate screening and background investigations. The following forms, or their equivalent, will be used to initiate the credentialing process:

OPM Standard Form 85 or 85P

OF 306

Fingerprint card (local procedures may require the fingerprinting to be done at a police station; in this case, any charges are to be borne by the contractor)

Release to obtain credit information

PIV card application (web-based)

Contractor employees are required to give, and to authorize others to give full, frank, and truthful answers to relevant and material questions needed to reach a suitability determination. Refusal or failure to furnish or authorize provision of information may constitute grounds for denial or revocation of credentials. Government personnel may contact the contractor personnel being screened or investigated in person, by telephone or in writing, and the Contractor agrees to make available for such contact.

Alternatively, if an individual has already been credentialed by another agency through OPM, and that credential has not yet expired, further investigation may not be necessary. The Contractor will need to provide the COR with documentation that supports the individual’s status.

During performance of the delivery order, the Contractor shall keep the COR apprised of changes in personnel to ensure that performance is not delayed by compliance with credentialing processes. Cards that have been lost, damaged, or stolen must be reported to the COR and Issuing Office within 24 hours.

Replacement shall be at the Contractor’s expense. If reissuance of expired credentials is needed, it shall be coordinated through the COR. At the end of performance, or when a contractor employee is no longer working under this delivery order, the Contractor shall ensure that all identification cards are returned to the COR.

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Before starting work, a National Agency Check (NAC) will be conducted to verify the identity of the individual applying for clearance. Upon successful completion of the NAC process, an identification card will be issued and access granted.

Simultaneously, a NAC with Inquiries (NACI) will be initiated to determine the individual’s suitability for the position. If the NACI adjudication is favorable, nothing more needs to be done. If the adjudication is unfavorable, the credentials will be revoked. In the event of a disagreement between the

Contractor and the Government concerning the suitability of an individual to perform work under this task order, DOI shall have the right of final determination.

This requirement must be incorporated into any subcontracts that require subcontractor personnel to have regular and routine unsupervised access to a federally controlled facility for more than 180 calendar days or any unsupervised access to a federally controlled Level 3 or 4 information system.

4.22 Deliverables/Deliverable Schedule

All deliverables defined for this contract are detailed in the IBM AVP Technical Requirements Document

(TRD). All deliverables shall be submitted to the COR, unless otherwise agreed upon. Unless otherwise specified, DOI will have a maximum of fifteen (15) working days from the day the draft deliverable is received to review the document, provide comments back to the contractor, and approve or disapprove the deliverable(s). The contractor will have a maximum of five (5) working days from the day comments are received to incorporate all changes and submit the final deliverable to DOI. All days identified below are intended to be business days unless otherwise specified.

All documentation will be delivered to the government in MS Word, Excel, PowerPoint, or Project 2000 file types unless otherwise specified.

5 TYPE OF CONTRACT

This SOW will result in the award of a Firm-Fixed-Price (FFP) Task Order.