DOL131RP21660.pdf

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1. THIS CONTRACT IS A RATED ORDER RATING PAGE OF PAGES

UNDER DPAS (15 CFR 700)

2. CONTRACT NUMBER 3. SOLICITATION NUMBER 4. TYPE OF SOLICITATION 5. DATE ISSUED 6. REQUISITION/PURCHASE NUMBER

SEALED BID (IFB)

NEGOTIATED (RFP)

7. ISSUED BY CODE 8. ADDRESS OFFER TO (If other than Item 7)

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

9. Sealed offers in original and _____________________________ copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if handcarried, in the depository located in until local time _______________________ (Hour) (Date)

CAUTION - LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All Offers are subject to all terms and conditions contained in this solicitation.

A. NAME B. TELEPHONE (NO COLLECT CALLS) C. E-MAIL ADDRESS

AREA CODE NUMBER EXT.

(X) SEC. DESCRIPTION PAGE(S) (X) SEC. DESCRIPTION PAGE(S)

PART I - THE SCHEDULE PART II - CONTRACT CLAUSES

A SOLICITATION/CONTRACT FORM I CONTRACT CLAUSES

B SUPPLIES OR SERVICES AND PRICES/COSTS PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

C DESCRIPTION/SPECS./WORK STATEMENT J LIST OF ATTACHMENTS

D PACKAGING AND MARKING PART IV - REPRESENTATIONS AND INSTRUCTIONS

E INSPECTION AND ACCEPTANCE

F DELIVERIES OR PERFORMANCE

G CONTRACT ADMINISTRATION DATA L INSTR., CONDS., AND NOTICES TO OFFERORS

H SPECIAL CONTRACT REQUIREMENTS M EVALUATION FACTORS FOR AWARD

K REPRESENTATIONS, CERTIFICATIONS AND OTHER

STATEMENTS OF OFFERORS

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

12. In compliance with the above, the undersigned agrees, if this offer is accepted within ________ calendar days (60 calendar days unless a different period is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

13. DISCOUNT FOR PROMPT PAYMENT 10 CALENDAR DAYS (%) 20 CALENDAR DAYS (%) 30 CALENDAR DAYS (%) CALENDAR DAYS (%) (See Section I, Clause No. 52-232-8)

14. ACKNOWLEDGEMENT OF AMENDMENTS AMENDMENT NO. DATE AMENDMENT NO. DATE

(The offeror acknowledges receipt of amendments to the SOLICITATION for offerors and related documents numbered and dated:

CODE FACILITY 16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER 15A. NAME AND

ADDRESS

OF OFFEROR

(Type or print)

15B. TELEPHONE NUMBER 17. SIGNATURE 18. OFFER DATE

AREA CODE NUMBER EXT. 15C. CHECK IF REMITTANCE ADDRESS IS DIFFERENT FROM

ABOVE - ENTER SUCH ADDRESS IN SCHEDULE

19. ACCEPTED AS TO ITEMS NUMBERED 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION: 23. SUBMIT INVOICES TO ADDRESS SHOWN IN ITEM (4 copies unless otherwise specified)

10 U.S.C. 2304(a) ( ) 41 U.S.C. 253(c) ( )

24. ADMINISTERED BY (If other than Item 7) 25. PAYMENT WILL BE MADE BY CODE CODE

PHONE: FAX:

26. NAME OF CONTRACTING OFFICER (Type or print) 27. UNITED STATES OF AMERICA 28. AWARD DATE

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

(Signature of Contracting Officer)

(REV. 9-97)

10. FOR INFORMATION CALL:

11. TABLE OF CONTENTS

AUTHORIZED FOR LOCAL REPRODUCTION STANDARD FORM 33

Previous edition is unusable Prescribed by GSA-FAR (48 CFR) 53.214(c)

SOLICITATION, OFFER AND AWARD

SOLICITATION

OFFER (Must be fully completed by offeror)

AWARD (To be completed by Government)

1 97 N/A

DOL131RP21660

X

OASAM Office of Procurement Services U. S. Department of Labor

RM S4307

200 Constitution Ave., NW Washington DC 20210

DENNIS G. ALBER 202 693-4586 ALBER.DENNIS.G@DOL.GOV

See Attached Table of Contents

X

X B1-3

X C1-45

X E1-14

X F1-15

X G1-12

X H1-12

X I1-45

X J1-2

X K1-25

X L1-20

X M1-15

OASAM Office of Procurement Services U. S. Department of Labor

RM S4307

200 Constitution Ave., NW Washington DC 20210

OASAM BRANCH OF INVOICE PAYMENTS

RM: S-5526

US DEPARTMENT OF LABOR

200 CONSTITUTION AVENUE, NW

WASHINGTON DC 20210

DENNIS G. ALBER

CONTRACTING OFFICER

Alber-Dennis-G Typewritten Text 27 March 2013

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PART I - THE SCHEDULE

SECTION B - SUPPLIES OR SERVICES AND PRICE/COSTS

B.1 PRICE/COST SCHEDULE

ITEM DESCRIPTION OF QTY UNIT UNIT AMOUNT

NO. SUPPLIES/SERVICES PRICE

0001 108,000.00 EA ____________________ _____________________

NORMAL CALL TICKET

AVERAGE CALLS PER MONTH IS 9,000.

SEE ATTACHMENT 11 FOR ITEMIZED PRICING.

0002 27,000.00 EA ____________________ _____________________

QUICK CALL TICKET

AVERAGE CALLS PER MONTH IS 2,250.

SEE ATTACHMENT 11 FOR ITEMIZED PRICING.

0003 ______ MO ____________________ _____________________

INCOMING TRANSITION

0004 15.00 JA ____________________ __$7,000,000.00 NTE___

SPECIAL PROJECTS

THIS CLIN IS A NOT TO EXCEED VALUE.

LABOR CATEGORIES WITH RATES WILL BE

IDENTIFIED AS AN ATTACHMENT.

0005 TRAVEL 16.00 JA ___________________ __$300,000.00_NTE___

THIS CLIN IS A NOT TO EXCEED VALUE.

1001 240,000.00 EA ____________________ _____________________

NORMAL CALL TICKET

AVERAGE CALLS PER MONTH IS 20,000.

1002 60,000.00 EA ____________________ _____________________

QUICK CALL TICKET

AVERAGE CALLS PER MONTH IS 5,000.

1004 16.00 JA ____________________

___$6,950,000.00_NTE__

SPECIAL PROJECTS

THIS CLIN IS A NOT TO EXCEED VALUE.

LABOR CATEGORIES WITH RATES WILL BE

IDENTIFIED AS AN ATTACHMENT.

1005 TRAVEL 16.00 JA ___________________ __$250,000.00_NTE__

THIS CLIN IS A NOT TO EXCEED VALUE.

1006 12.00 MO ____________________ _____________________

INCENTIVE AWARD FEE

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THE AWARD FEE PERCENTAGE WILL BE

NEGOTIATED ONCE AN AWARD IS MADE DURING THE BASE PERIOD.

2001 360,000.00 EA ____________________ _____________________

NORMAL CALL TICKET

AVERAGE CALLS PER MONTH IS 30,000.

2002 90,000.00 EA ____________________ _____________________

QUICK CALL TICKET

AVERAGE CALLS PER MONTH IS 7,500.

2004 15.00 JA ____________________

___$6,950,000.00_NTE___

SPECIAL PROJECTS

THIS CLIN IS A NOT TO EXCEED VALUE.

LABOR CATEGORIES WITH RATES WILL BE

IDENTIFIED AS AN ATTACHMENT.

2005 TRAVEL 16.00 JA ___________________ __$250,000.00_NTE____

THIS CLIN IS A NOT TO EXCEED VALUE.

2006 12.00 MO ____________________ _____________________

INCENTIVE AWARD FEE

THE AWARD FEE PERCENTAGE WILL BE

NEGOTIATED ONCE AN AWARD IS MADE DURING THE BASE PERIOD.

3001 480,000.00 EA ____________________ _____________________

NORMAL CALL TICKET

AVERAGE CALLS PER MONTH IS 40,000.

3002 120,000.00 EA ____________________ _____________________

QUICK CALL TICKET

AVERAGE CALLS PER MONTH IS 10,000.

3004 15.00 JA ____________________ __$6,950,000.00_NTE__

SPECIAL PROJECTS

THIS CLIN IS A NOT TO EXCEED VALUE.

LABOR CATEGORIES WITH RATES WILL BE

IDENTIFIED AS AN ATTACHMENT.

3005 TRAVEL 16.00 JA ___________________ __ $250,000.00_NTE___

THIS CLIN IS A NOT TO EXCEED VALUE.

3006 12.00 MO ____________________ _____________________

INCENTIVE AWARD FEE

THE AWARD FEE PERCENTAGE WILL BE

NEGOTIATED ONCE AN AWARD IS MADE DURING THE BASE PERIOD.

4001 600,000.00 EA ____________________ _____________________

NORMAL CALL TICKET

AVERAGE CALLS PER MONTH IS 50,000.

4002 150,000.00 EA ____________________ _____________________

QUICK CALL TICKET

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AVERAGE CALLS PER MONTH IS 12,500.

4004 15.00 JA ____________________

__$6,950,000.00_NTE____

SPECIAL PROJECTS

THIS CLIN IS A NOT TO EXCEED VALUE.

LABOR CATEGORIES WITH RATES WILL BE

IDENTIFIED AS AN ATTACHMENT.

4005 TRAVEL 16.00 JA ___________________ __$200,000.00_NTE_____

THIS CLIN IS A NOT TO EXCEED VALUE.

4006 12.00 MO ____________________ _____________________

INCENTIVE AWARD FEE

THE AWARD FEE PERCENTAGE WILL BE

NEGOTIATED ONCE AN AWARD IS MADE DURING THE BASE PERIOD.

GRAND TOTAL ---

B.2 PERFORMANCE SCHEDULE

This contract consists of a base period and four (4) option period(s). These period(s) are as described below:

YEAR BEGINNING ENDING

Base Period Option Period I Option Period II Option Period III Option Period IV

Section C

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SECTION C - DESCRIPTION/SPECIFICATIONS/PERFORMANCE WORK STATEMENT

C.1 Introduction

This Performance Work Statement (PWS) defines the scope of services required to create and operate an integrated Information Technology (IT) Service Desk (SD) to support the current and future support and operational needs of the Department of Labor’s (DOL) IT Users and their systems.

C.1.1 Contracting Approach

DOL intends to award a single award Indefinite Delivery Indefinite Quantity (IDIQ) Contract. This contract will be awarded to a single prime Contractor for execution of all tasks resulting from this solicitation. DOL will define and purchase the required effort using a series of separate Firm Fixed Price (FFP) or Fixed Price Level of Effort (FPLE) Task Orders (TO).

C.1.2 Background Information

DOL’s mission is to foster, promote, and develop the welfare of the wage earners, job seekers, and retirees of the United States; improve working conditions; advance opportunities for profitable employment; and assure work-related benefits and rights. Created by Public Law in 1913 by President Taft, DOL currently administers and enforces more than 180 federal laws. These mandates and the regulations that implement them cover many workplace activities for about 10 million employers and 125 million workers. There are approximately 22,000 staff members (DOL employees and contractors) at DOL, in 6 regions across the United States (see Section C.8 - Service Desk Support – Tier 2 On-site support, below). Headquartered in Washington, D.C., DOL is comprised of many functional organizations whose missions impact the daily lives of all Americans. Examples include the Bureau of Labor Statistics (BLS), the Occupational Safety & Health Administration (OSHA), the Veterans’ Employment and Training Service (VETS), the Office of Labor-Management Standards (OLMS), and the Office of Workers’ Compensation Programs (OWCP).

DOL’s IT support has traditionally been aligned with the various functional organizations that make up DOL. Each of these functional entities created IT operational and management support structures and policies that best met its unique business needs. As a result, DOL is now operating several independent help desk organizations, each limited in scope or services and customized to meet its particular functional organization’s needs. These help desks use different contractual arrangements and their own tool sets.

DOL has recognized that the complexities of maintaining these highly specialized support structures can be greatly reduced, if it integrates the functions provided by these separate organizations into a common support structure that values common, standards-based approaches to managing technology and its Users. As a result, DOL is implementing the Office of Chief Information Officer (OCIO) SD project. The OCIO SD will consolidate its various help desks into a common support and operation platform. Operation of this new SD will be based on the Information Technology Infrastructure Library v3 (ITIL v3) Process Model.

C.1.3 DOL’s Service Delivery Model

DOL requires that the Contractor apply and adapt the best practices defined in the ITILv3-based models to DOL’s specific operational needs, environment and constraints.

The Contractor shall provide its services in a manner that conforms to ITIL v3 principles. The Contractor shall ensure that all operational personnel and the management team are trained in the service support best practices as outlined in ITIL v3 best practices, and that any tools provided by the Contractor reinforce these best practices.

As outlined by the ITIL methodology, DOL's Service Delivery Model consists of the following processes:

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Service Strategy: Focuses on understanding, and on translating, business strategy into IT strategy, as well as selecting best practices (for example, identification of Customer’s and Users’ needs and industry trends).

Service Design: Provides guidance on the creation and maintenance of IT policies and architectures for the design of IT service solutions (for example, developing plans for delivery of services; maintenance of Service Catalog; technology evaluation; engineering services).

Service Transition: Defines longer-term change management and release practices, and provides guidance for the transition of IT services into the business environment. Defines how a transition strategy is created from service design and the transfer of services to the production (business) environment (for example, developing and implementing repeatable processes for introducing new services).

Service Operation: Outlines delivery and control processes with a view to ensuring service stability and availability.

Provides the familiar basics of how to manage services in the production environment, including day-to-day issues and "fire-fighting" (for example, delivery of services defined in the SD Service Catalog to Users, including, but not limited to SD and operation, security and life-cycle support of DOL's IT and its Users).

Continual Service Improvement: Delineates the processes involved in improving service management within the business, in addition to the issues related to service closure or retirement, and describes how to improve a service after it is deployed (for example, continuous review of operations with emphasis of identifying more efficient means of delivering service).

This PWS defines requirements that primarily fall into the Service Operations and Continual Service Improvement processes. However, due to the iterative nature of the ITIL’s process flow, the Contractor will be expected to support the full ITIL process model by providing information and services relevant to the OCIO SD and its operations.

C.1.4 Program Objectives

By awarding the OCIO SD contract, DOL seeks to acquire contractor support to:

• Create and deliver seamless, reliable, and responsive IT support solutions which improve existing services resulting in a stable and secure environment, and

• Meet the functionality, speed, and service expectations of DOL Users while complying with DOL and Federal rules and regulations.

The specific objectives of the OCIO SD project and the associated acquisition are to:

• Consolidate multiple help desk operations into a single and effective OCIO SD

• Satisfy DOL IT Users’ needs for secure, accessible and stable IT support (Tier 1 and Tier 2 support)

• Manage operations against established Service Level Agreements (SLAs)

• Maintain and improve delivery of IT services by capitalizing on industry best practices and innovation

• Implement management best practices described in the Information ITIL v3, Information Technology Service

Management (ITSM) model, and the Project Management Body of Knowledge (PMBOK)

• Incorporate contractual means for DOL to purchase additional SD and related IT project services.

C.1.5 Goals of the OCIO SD

DOL strives to move beyond the initial ticket management traditionally performed by their help desks by implementing a set of procedures, policies, technologies and resources that provide comprehensive service management, operations and reporting capabilities. The overarching goal of the OCIO SD is to become a one-stop source for initiating and resolving all Incidents, Service Requests (Request Fulfillment), and Problems across a wide range of IT products and services.

DOL's leadership has identified the following specific goals and high-level requirements for the OCIO SD:

Become the single point of contact for all IT Users reporting issues or requesting IT services Become the central authority for notifying Users about planned and unplanned down time or degradation in service Coordinate and manage the process of resolving Incidents, Service Requests, and Problems Coordinate and manage the Request Fulfillment process (fulfilling User's Service Requests)

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Maintain and expand library of standard repeatable processes (Standard Operating Procedures (SOPS)) for managing Incidents, Problems, and Service Requests

Track Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), and escalate issues if they are not being addressed in a manner dictated by the applicable performance standards

Provide or coordinate break-fix support for selected IT systems Provide on-site general IT support at various DOL locations Incorporate new access methods to SD services (text, mobile access, chat, etc.).

C.2 Underlying Contractual Items

C.2.1 Common Terms

The following terms are used throughout this document. The definitions of the terms below are specific to the OCIO SD solicitation:

Abandoned call is an incoming call that was placed in the Automatic Call Distribution (ACD) queue but the User subsequently disconnected before a Tier 1 Agent answered.

Accepted call is an incoming call that was connected to the SD’s Private Branch Exchange (PBX)/ACD/Interactive Voice Response (IVR) systems and placed in queue.

Answered call is an incoming call to the SD that was answered by a Tier 1 Agent.

Closed ticket is a SD ticket (Normal or Quick) documenting an event, which has been fully addressed, and restoration of service has been verified with the User.

Configuration Item (CI) is any asset (physical or logical) that requires maintenance and is tracked in the Configuration Management Database (CMDB). Examples of CIs include servers, laptops, software and the associated licenses and documents.

Configuration Management Database (CMDB) is an authorized source of current information about all corporate CIs.

Continuity of Operations Plan (COOP) is a plan that provides the operational framework for continuing DOL-essential operations in the event of an emergency or a disruption.

Customer is the recipient of services provided by the Contractor. From the Contractor’s point of view, the Customer is

DOL.

Department Enterprise Network (DEN) is a consolidate computer network that will eventually replace separate networks operating within the DOL.

Disruption is any event, which causes an unplanned deviation from expected delivery of services by DOL or its support contractors.

Incident is an unplanned interruption to an IT Service or a reduction in the Quality of an IT Service, or a failure of a Configuration Item (CI) that has not yet impacted Service. In context of this document, Incidents are usually limited in scope to one or a few Users’ ability to function in a standard manner. An example of an Incident is the inability of a User to access email. The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the Users, at a cost-effective price. Incidents are recorded in the ITSM system as Normal or Quick Tickets.

Incoming call is a call initiated by a DOL User that terminated at the Contractor’s PBX/ACD system.

Quick Ticket is a record of an issue, or request received by the Service Desk, which does not require the same level of effort to address as a Normal Ticket. Quick Tickets document events such as requests for transfer, wrong numbers, requests for support that are outside of SD’s scope of services, or other non-IT issues. DOL will reimburse the Contractor for handling Quick Tickets at a rate that is considerably lower than the rate applied to Normal Tickets. For additional information about Quick Ticket, please see Section J – Attachment 18 – Ticket Classifications.

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Normal Ticket is a record of an issue or request received by the SD, which requires higher level of effort to address than a Quick Ticket. Normal Tickets document Incidents, Problems or Service Requests. DOL will reimburse the Contractor for handling Normal Tickets at a rate that is considerably higher than the rate applied to Quick Tickets.

Problem is a collection of related interruptions (Incidents) that affects multiple Users. The cause is not usually known at the time a Problem Ticket is created. An example of a Problem is failure of a critical service that affects multiple Users.

The objective of Problem Management is to minimize the impact of Problems on the organization. Problem Management plays an important role in detecting and creating solutions to Problems (work-around and known errors) and preventing their reoccurrence. Problems are recorded in the ITSM system as Normal Tickets.

Open ticket is a SD ticket (Normal or Quick) documenting an Incident, Problem, or Service Request which has not been resolved.

Outbound call is a call initiated by a SD Agent that terminated outside of the SD’s PBX/ACD system.

Problem Ticket is a Normal Ticket that represents an issue that is labeled as “Problem.” All incidents associated with an issue shall be tied-back to (via parent-child relationship in the ITSM system) the associated Problem Ticket. For payment purposes, DOL will pay the Contractor for the first twenty (20) Incident Tickets associated with a Problem Ticket.

Resolved Ticket is a SD ticket documenting an Incident, Problem, or Service Request that has been completed but has not been verified with the User.

Service Request is a request from a User for information or advice, or for a Standard Change or for Access to an IT Service. Service requests are usually limited in scope to one or a few Users. An example of a Service Request is to reset a password or to provide standard IT Services for a new User (create login account, create e-mail account, etc...). Service Requests are usually handled by the SD and do not require a Request for Change (RFC) to be submitted. Service Requests are recorded in the ITSM system as Service Request Tickets.

Short call is as an accepted call that was abandoned within the initial welcome message.

Ticket is an entry in the DOL’s ITSM system that records an Incident, Problem or a Service Request. Tickets can be created by SD, Users, organizations within or outside of DOL, or automated system tools. Calls regarding existing tickets do not generate a new ticket. There are two ticket types, either a Normal Ticket or a Quick Ticket.

Tier 0 Service Desk is defined as a self-service portal providing Frequently Asked Questions (FAQ) databases for self-help procedures, Web-based entry of requests for assistance, and other future innovations.

Tier 1 Service Desk is the first point of contact for DOL Users regardless of the access method (phone, email, fax, and other future methods such as on-line chat). Tier 1 Agents focus on initial interaction with the User and ticket creation, and provide basic application software and hardware support. Call lengths on Tier 1 are timed in minutes.

Tier 2 Service Desk provides more specialized/administrative support. This Tier also provides on-site support. Tier 2 agents provide more complex support on application software and hardware, and are usually an escalation of the call from Tier 1.

Tier 3 provides enhanced support on complex hardware and software issues, specialized application-specific configuration/programming support, infrastructure operational issues, and usually involves certified systems engineers.

User is any DOL worker (employee or contractor) seeking assistance from the OCIO SD.

VIP Users are the front office staff, Deputy Directors, and their administrative staff and assistants. Less than one percent of DOL Users are considered VIP Users.

Warm Handoff is a process of escalating phone calls from the SD. Using this approach, the originating agent places a caller on hold, initiates a call to escalation point, provides the answering agent with background information, introduces caller into the conversation and hands off call to the escalation agent.

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C.2.2 Transition to a Single Service Desk

The information in this section is provided for information purposes only.

As stated before, DOL intends to build a single IT support/operations organization that provides one-stop support for all IT-related issues for all DOL Users. This task will merge multiple existing help desk operations into a common, process-driven, OCIO SD. DOL plans to roll out this SD using a phased approach. The exact sequence and duration of each phase (with exception of Phases 1 through 4) will be determined by DOL leadership based on contractual, technical and financial constraints. At the time of this writing, DOL has identified the following transition schedule (please note that the schedule/phases presented below are for illustration purposes only). DOL will present detailed activity and performance requirements for each phase listed below using Task Orders (TO):

Phase 1 - Establish DOL OCIO SD

This initial phase will create the OCIO Tier 1 SD physical environment and will position Tier 2 staff at selected DOL facilities.

Phase 2: Transition of the ITC Help desk

This phase will transition support provided by the ITC help desk to the OCIO SD.

Phase 3 – Initial Operation: Operate the Integrated DOL OCIO SD

Phase 3 is the operations phase. The Contractor will provide SD support for the Users currently supported by the ITC help desk. DOL will use this phase, along with phase 2, to stabilize the operations before further expansion. The Contractor will be expected to apply practices and techniques of Continual Service Improvement to drive efficiency and improve service delivery.

Phase 4 (future) - Expansion: Incorporate Additional Agencies into the Integrated DOL OCIO SD

This phase will include support efforts associated with developing expansion plans and models. The Contractor will apply these plans incrementally to expand the SD’s reach to additional DOL agencies.

C.2.3 Operational Model

For the most part the Contractor will be using DOL-owned and managed systems and tools, with exception of items identified further in this document.

C.2.3.1 Contractor’s Roles and Responsibilities

The Contractor shall, as an independent Contractor, and not as an agent of DOL, furnish all management, labor, tools, supplies, and materials (except as provided by DOL) necessary to perform the requirements contained herein. The Contractor shall provide this support with the primary goal of maintaining, expanding and restoring service while minimizing the impact of Incidents, Service Requests, and Problems on business operations. The Contractor shall utilize commercial best business practices such as:

The Information Technology Infrastructure Library version 3 Information Technology Service Management (ITSM) and Project Management Body of Knowledge (PMBOK) guide

The Contractor’s staff identified as the Tier 1 team at Contractor’s facility for this contract will be dedicated to supporting only DOL and no other agencies, contracts, tasks, etc. DOL reserves the right to visit and inspect Contractor’s facility for verification in accordance with FAR 46.401 (b). The Contractor’s Tier 2 team identified as staff for this contract, which is co-located in DOL spaces, shall be dedicated to supporting only DOL and no other agencies, contracts, tasks, etc., while at DOL facilities.

The Contractor shall provide its own Tier 1 Agent equipment and network access from the Contractor’s SD facility and SD COOP facility. DOL will provide remote access to connect into the DOL network. Contractor shall bear the responsibility of performing its duties and maintaining network access at its SD facilities.

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The Contractor shall be responsible for coordinating its efforts with any other Contractors and organizations operating within DOL, or external organizations supporting DOL. The Contractor shall assume full responsibility for meeting performance levels as defined in this PWS. If the Contractor requires an agreement with another organization(s), the Contractor shall develop and negotiate the appropriate agreements. DOL may assist the Contractor with such negotiations.

The Contractor shall be fully responsible for developing and providing all deliverables called for in this PWS at or above performance levels specified in this solicitation.

The Contractor shall participate in various governing bodies that perform functions including, but not limited to, future planning, standards setting, and configuration control.

The Contractor shall comply with all current DOL security policies and procedures for handling IT equipment and data.

The Contractor shall follow current DOL approved standard operating procedures (SOPs) until revised SOPs are coordinated and approved.

The Contractor shall adhere to DOL contract personnel in- and out-processing procedures.

DOL has a very dynamic IT infrastructure and expects several software and hardware refreshes during the life of the contract and the Contractor will be required to keep up with these changes.

C.2.3.2 DOL’s Rights, Roles and Responsibilities

In general, DOL will provide an oversight role in the execution of this contract and the resulting Task Orders (TO). DOL will review the Contractor’s performance using formal (deliverables) and informal (site visits, customer interviews, etc.)

methods, and provide the Contractor with requests for changes as required.

DOL will provide a dedicated Text Telephone (TTY/TDD) line and machine at the DOL HQ Walk-in Center (Tier 2 office space). DOL reserves the right to review Contractor’s systems for compliance with good security practices and DOL policies and procedures.

In order to accommodate unforeseen situations and sudden changes in the underlying directives, DOL reserves the right to change priorities and redirect activities within the scope of the contract.

DOL Contracting Officer (CO) reserves the right to remove any Contractor personnel or its sub-Contractors that are not qualified to perform the tasks of this solicitation, or individuals that DOL feels are a potential threat to the health, safety, security, general well-being, or operational readiness of DOL’s offices or its Users.

DOL Agency Approver is the only entity authorized to approve access to DOL’s network and its elements.

All products, data, and deliverables developed under the OCIO SD contract are the property of the United States Government and DOL, not that of the Contractor or its subcontractors.

All intellectual properties, including but not limited to, databases, documents, creative notions, software code, or custom configuration of Commercial Off The Shelf Software (COTS), or any other collateral developed under the OCIO SD contract will be the property of DOL, not that of the Contractor or its subcontractors.

DOL reserves the right to verify any report and summary data provided by the Contractor with the source data that the Contractor used to generate said reports and summaries. The Contractor shall maintain summary performance data for the duration of the contract.

DOL reserves the right to approve Contractor-provided hardware and software based on security requirements and mitigations. Hardware, COTS software, custom-developed software, Government Off The Shelf Software (GOTS) software, licenses and data provided, generated and procured during the execution of this contract shall remain the property of the Government and shall be returned to the Government at the end of the contract or when requested to do so by DOL CO.

DOL reserves the right to review resumes of key staff proposed by the Contractor.

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C.2.4 DOL Key Personnel

For purposes of the OCIO SD contract, DOL identified the following DOL Key Personnel.

Contracting Officer (CO) is responsible for overall execution of the OCIO SD contract. The CO is the only Government authority authorized to issue Tasks Orders (TO), make changes to any contract and TO provisions and terms or in any means obligate Government funds. The CO will be assisted by the Contracting Officer Representative (COR) and the Federal Service Desk Manager (FSDM).

The CORs will be identified by separate contract action. The COR’s role is to monitor all technical and management aspects of the contract and TOs and assist the CO in contract administration. The COR is authorized to perform the following functions:

• Assure that the Contractor performs the requirements of the OCIO SD Contract and its TOs; perform inspections when necessary in connection with the Contract’s performance

• Maintain written and oral communication with the Contractor concerning technical aspects of the OCIO SD contract and its TOs

• Issue written interpretations of technical requirements

• Coordinate availability of Government Furnished Equipment (GFE), Government Furnished Information (GFI), and personnel The FSDM is a technical Subject Matter Expert (SME) responsible for delivery of SD services to DOL Users. The Contractor shall work closely with the FSDM and his staff to ensure that the SD is performing to the established expectations and performance levels. The FSDM will work with the Contractor to make day-to-day adjustments to operations, if needed.

C.2.5 Commitment to Protect Sensitive Information

The Contractor shall not release, publish, or disclose sensitive information to unauthorized personnel, and shall protect such information in accordance with provisions of 18 US Code Section (USC) 641 (Criminal Code: Public Money, Property or Records).

C.2.6 Contractor Furnished Equipment

The Contractor shall provide SD facility, computer equipment, and data connectivity to DOL, management, labor, tools, supplies, and materials required to provide IT services and support defined in this solicitation.

All computers and associated equipment used by the Contractor shall conform to United States Government Configuration Baseline (USGCB) standard.

The Contractor will not be allowed to operate any hardware or software device on the DOL network without getting an approval from the DOL. Once such approval is granted, any changes to the Contractor furnished equipment using DOL’s network must be presented by the Contractor for certification and approval by the DOL CO.

Contractor shall be responsible for scaling its operations to meet DOL’s capacity, availability and performance requirements with no additional cost to the DOL.

In the event the Contractor requires third party software to be used in any way with respect to this DOL contract, the Contractor shall purchase the software in the name of the DOL and shall provide DOL with the software at the conclusion of the contract. DOL CO has to approve such a purchase prior to procurement.

C.2.7 Government Furnished Equipment

DOL will make available to the SD and other Contractors DOL’s implementation of ITSM v 7.5 or later, known as the Universal Service Management Tool (USMT). DOL will maintain the USMT. In addition, DOL will provide computer equipment and office space for the Contractor’s Tier 2 On-Site support staff located at DOL facilities.

DOL will provide the Contractor with means of connecting to the DOL systems (Citrix, VPN client, or similar). DOL will manage Contractor’s accounts.

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C.2.8 User Base Scope

The services required by this solicitation shall be limited to DOL and its various organizations as well as agencies and organizations that support and supplement DOL’s work effort or use DOL-hosted applications and systems.

C.2.9 Functional Scope

The IT services required by this solicitation will include SD, as well as related IT and telecommunications support, development, engineering, and operational services.

In general, the Contractor shall provide full range of configuration and troubleshooting IT support services to the DOL Users, their computers and accounts as well as communications equipment.

C.2.10 Performance Measures/Service Levels

This PWS uses modified ITIL-based nomenclature to address performance measures and agreements, including:

Service Level Agreement (SLA) is an agreement between OCIO and its customers (Users) concerning timeliness and quality of delivered services. SLA defines level of service required from the Contractor.

Operational Level Agreement (OLA) is an agreement between DOL's supporting organizations and the Contractor concerning quality of delivered services.

Underpinning Contracts are agreements between DOL and its internal and external suppliers (Microsoft, Cisco, WAN supplier, etc.)

DOL may implement a performance incentive plan to encourage exceptional and discourage below par performance.

DOL reserves the right to alter, delete existing, or add new SLAs and OLAs and modify or terminate existing Underpinning Contracts as the OCIO SD program matures.

DOL will evaluate Contractor's operational performance using the Service Level Agreements (SLA) described in the Section J - Attachment 4 of this RFP.

C.2.11 Hours of Operations

The Contractor shall provide the services required by this solicitation during Normal Working Hours (NWH).

• NWH for Tier 1 are defined as 6:00 am - 10:00 pm Eastern Time Monday through Friday except for Government holidays

• NWH for Tier 2 are defined 6:00 am - 7:00 pm local time in each time zone Monday through Friday except for Government holidays where a DOL facility is located.

DOL reserves the right to alter business hours due to business needs, as well as local, national, and international events, which may require services beyond NWH.

The Contractor will not be required to provide services outside of the NWH (with exception of separately tasked COOP support). The OCIO SD Contractor shall address all contacts received outside of the NWH within the first business hour of the next business day. Any after hour support will be defined in separate TOs, if applicable.

DOL performs all scheduled (and to the extent possible, all unscheduled) infrastructure maintenance during agreed upon and reserved Authorized Service Outage Windows (ASOW). ASOW are defined a scheduled periods that occur from 10:30 pm - 5:30 am the next morning, 7 days per week., DOL follows a strict approval and notification process and require a 2 business day advance notice of any change.

DOL reserves the right to extend and/or alter the established hours of support as required by changing operational requirements. The Contractor shall support the extended hours when requested by DOL in order to cover unforeseen issues and situations either during the ASOW or at any other time.

C.2.12 Subcontractor’s Team

The Contractor shall make no changes to the makeup of the subcontractor team unless approved by the DOL CO.

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C.2.13 508 Compliance

The Contractor shall ensure that all documents and Web updates delivered to DOL are compliant with the applicable Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) regulations. Information about the Section 508 Electronic and Information Technology (EIT) Accessibility Standards may be obtained via the Web at the following URL:

www.Section508.gov.

For specific DOL requirements please see the Government Product/Service Accessibility Template (GPAT) documents in Section J - Attachment 8 and Section J - Attachment 9.

C.3 Security Requirements

FISMA and OMB policy require external providers handling federal information or operating information systems on behalf of the federal government to meet the same security requirements as federal agencies. Organizations must ensure that privacy and security controls are implemented correctly, operate as intended, and meet its requirements. Therefore, DOL requires that the Contractor’s facilities and computer systems (building, network, etc. used to support DOL) verify their level of trust by providing National Institute of Standards and Technology (NIST) 800-53 Revision 3 controls for a moderate system be completed at the time of proposal submission.

DOL reserves the right to levy additional security requirements, if new or unforeseen risks are discovered at a future time up to, but not limited to using a DOL provided computer configuration.

C.3.1 Security and Privacy Requirements

Contractor staff is required to conform to all applicable sections of the U.S. Code and the Code of Federal Regulations and DOL’s security and privacy policies to include, but not be limited to:

Title III of the E-Government Act of 2002 — Federal Information Security Management Act (FISMA), as amended The Privacy Act of 1974, 5 U.S.C. § 552a , as amended The Freedom of Information Act, PL 93-502 Office of Management and Budget (OMB) Circulars and Memorandums (i.e. A-130, Appendix III, Security of

Federal Automated Information Resources) Homeland Security Presidential Directive 12, Policies for a Common Identification Standard for Federal Employees and Contractors NIST Special Publications (SP) Series

NIST SP 800-53 R3

And other DOL-specific security regulations and policies, such as:

o Department of Labor (DOL), Computer Security Handbook (CSH) o DLMS 9 – 400, IT Security o DLMS 9 – 1200, DOL Safeguarding Sensitive data Including Personally Identifiable Information o ECN/DCN Portable Systems Equipment Policy

The sections below highlight key areas of compliance required by the contractor staff and its subcontractors. This overview however does not restrict any of said staff from adhering to all required regulations or policies identified above.

C.3.1.1 Compliance with the Federal Regulations and Laws

The Contractor shall comply with the security and privacy requirements outlined above. All products, deliverables and services developed or provided under the OCIO SD contract shall comply with DOL Computer Security guidelines and guidelines contained in OMB Circular A-130. All contract staff working in DOL office space, using DOL LAN/WAN and/or accessing DOL computer resources to perform duties under the OCIO SD contract shall agree and sign DOL Rules of Behaviors for Computer User and DOL Non-Disclosure Agreements (forms will be provided at the contract award).

The Contractor shall submit a copy of each signed and witnessed Non-Disclosure Agreement to the DOL COR prior to the employee performing any work.

Program systems shall be subject to security reviews, as required by the Government, before and throughout the period of performance. In the event the program/system is identified for a review the contractor shall assist DOL in providing https://webmail.noblis.org/OWA/redir.aspx?C=fc9fd8f47b424f15ad6ab16234bf190a&URL=http%3a%2f%2fwww.Section508.gov

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Where the Contractor is required custody of sensitive information under this contract, it must be protected under the Privacy Act of 1974, 5 U.S.C. § 552a -- as Amended. The Offeror shall be responsible for safeguarding Personally Identifiable Information (PII) against unauthorized disclosure, dissemination or modification in accordance with contract requirements, law, and DOL PII policy and regulations. This shall include, but is not limited to Privacy and PII data located in IT systems, software, research data/information, documentation, personnel (institutional knowledge) and facilities.

The Contractor shall immediately notify the DOL COR and the DOL Information Security Officer when a security incident(s) is suspected or verifiably detected, so the other party may take steps to determine whether there has been a compromise and to take appropriate security precautions. Contractor staff will provide reasonable support in analysis and/or investigation into any security incidents.

In the event of a disruption, the Contractor shall immediately (within 15 minutes of discovery) notify the COR that a disruption has occurred and describe the contingency operations undertaken or to be undertaken to avoid a disruption of the services.

C.3.1.2 Compliance with Physical Security

The Contractor shall be responsible for ensuring compliance by its and subcontractor’s employees with physical security requirements of DOL and other Government installations or Contractor facilities where work is performed under the OCIO SD contract. This includes the safekeeping and display of a DOL-issued photo ID badge for Contractor personnel and any subcontractors while these employees are in federally owned or leased property. The Contractor shall ensure the security of all physical DOL property, building ID badges, key cards and standard keys issued to the Contractor staff. The Contractor shall ensure that employees leaving the OCIO SD project permanently or for an extended period of time return badges, property, key cards, parking place cards, and key the same day the employee leaves.

The Contractor shall control access to its facilities, equipment, material and documents by employees and visitors via electronic and/or physical methods corresponding to the sensitive nature of the work being performed, and information being handled. Electronic and physical methods of security include, but are not limited to, guards, intrusion detection devices, surveillance cameras, lighting and fencing. For a complete reference of recommended physical security controls, please refer to NIST Special Publication 800-53.

C.3.1.3 Personnel Security

DOL’s work environment is considered sensitive but unclassified. DOL is required under the Homeland Security Presidential Directive 12 (HSPD-12) “Policy for Common Identification Standard for Federal Employees and Contractors” to perform a Minimum Background Investigation (MBI) for Contractors. The MBI is a background investigation that is conducted through the Office of Personnel Management is initiated by completing the Standard Government Forms and includes written inquiries to current and past employers, schools, references, and local law enforcement agencies covering the past five years. This investigation will be conducted for the Contractor and Subcontractor staff assigned to perform under the OCIO SD contract and must have acceptable results. The use of any form that is equivalent to the Standard Government Forms is not desired and must have an explanation to show how the form is equivalent to the Standard Government Form, at no additional cost to the Government.

In order to determine initial personnel suitability, the Contractor/Offeror shall perform, at no cost to the Government, a National Agency Check and Inquiries (NACI) for all personnel proposed to perform any work under this contract. The results of each NACI shall be provided to the CO or COR for review. The CO or COR will make a determination whether to proceed or not with the proposed staff.

Contractor staff shall be required to provide two forms of acceptable identification as described in the Form I-9 Employment Eligibility Verification, provide a current photograph, and be finder-printed. Successful clearance is required for an employee to continue working under this Contract per Personal Identity Verification of Contractor Personnel clause of the Federal Acquisition Regulation (FAR).

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C.3.1.4 Personal Identity Verification

The Contractor shall comply with DOL personal identity verification procedures as described in the HSPD-12, OMB guidance M-05-4, and Federal Information Processing Standards Publication (FIBS PUB) Number 201.

C.3.1.5 Required Security Training

All DOL employees and contractors must receive security awareness training prior to being given access to DOL systems and periodically thereafter as required by DOL security policies. The contractor shall ensure that all required training for staff is completed within the designated time frames that are promulgated for the course/topic. Topics include, but are not limited to:

General Security Awareness Training, Safeguarding Personally Identifiable Information, and Continuity Awareness Role based training for staff with security responsibilities and elevated privileges

C.3.1.1 Additional Requirements and Provisions

The Contractor shall assume all responsibility for creating and submitting the documentation required to obtain access to DOL computer and communication networks for its staff and its subcontractor personnel prior to starting work. DOL will not pay for Contractor’s time spent filling out, submitting, or fixing security clearance and/or access application forms.

DOL will not reimburse the Contractor for time spent submitting, updating, and managing rejected clearance requests and/or application forms.

C.4 Management Requirements

This section defines management requirements associated with execution of the OCIO SD contract.

C.4.1 Management Team and Key Functions

The Contractor shall establish a management team that is exclusively dedicated to the execution of the activities called forth in this solicitation. This team shall be ultimately responsible for all aspects of the operations and program management, for the Contractor’s personnel, and for communications with DOL and other Contractors/vendors.

The Contractor shall ensure that a member of its management/leadership team is available either in person, or via cell phone or other approved collaboration tool, during the SD’s NWH. The Contractor shall use an alternate Program Manager (PGM) and Project Manager (PM) only upon clear and explicit transmittal to DOL of a substitute for an expressed period of time and clear identification of multiple contact methods (e.g., cell phone number).

DOL defines the following Key Functions:

The Contractor shall designate the function of the PGM and/or PM and his/her Deputy. The Contractor’s PGM shall be directly responsible for delivery of all services described in this solicitation. The PM(s) shall be directly responsible for delivery of all services described in an individual or group of TOs. The PGM function shall be DOL’s single Point of Contact (POC) for all issues associated with the activities resulting from this solicitation.

The Contractor shall designate the function of the Service Design Manager. The Service Design function shall be responsible for coordinating efforts associated with developing new or updating existing services.

The Contractor shall designate the function of the Service Transition Manager. This function shall be responsible for introducing new or updated services or new Users into the OCIO SD.

The Contractor shall designate the function of the Service Operations Manager. The Service Operations function shall assume responsibility for managing the day-to-day operations of the OCIO SD.