OCIO_SD_-_Attachment_1_-_Sample_Task_Order_0.doc

OCIO SD Task Order Statement

Background Information

Anticipated Start Date

Note:

Please note that this Sample Task Order 0 is an example of a Task Order that DOL may issue after contract award. The figures and statistics may not be the same as an actual Task Order.

1. Requirements

Applicable sections of the OCIO SD Contract:

· C.1: Introduction

· C.2: Underlying Contractual Items

· C.3: Security Requirements

· C.4: Management Requirements

· C.5: Service Strategy and Design

· C.6: Service Transition

· C.7: Service Desk Support

· C.8: Service Desk – Tier 2 On-Site Support

· C.10: Continual Service Improvement

· C.12: Incoming Transition Requirements

· C.14: Service Desk Facility Requirements

· C.15: Service Desk Tier 1 COOP Requirements

· Section J – Attachments The Contractor shall:

· Establish the physical infrastructure of the OCIO SD Tier 1 and COOP to ensure compliance with the requirements in sections C.14 and C15

· Establish Tier 2 support environment at the DOL Perkins Building in accordance with the applicable requirements contained in section C.8: Service Desk – Tier 2 On-Site Support of the OCIO SD PWS

· Transition support services from the current ITC Help Desk Support contractor

· Demonstrate operational capability to provide full set of SD services as described in this Task Order

· Deliver deliverables as defined in Attachment 17 of this RFP

· Demonstrate readiness to proceed based on checklist contained in Attachment 15 of this RFP.

The Contractor shall ensure that no significant disruptions to customer services and support occur during the transition period. Immediately following notice to proceed, and throughout the execution of the transition plan, the Contractor shall be fully accountable and responsible for successful performance of all objectives and requirements on the contract. The contractor shall:

· Obtain system documentation and verify system and facility access

· Conduct transition meeting with DOL leadership and ITC help desk Contractor

· Provide all contractor services beginning at the notice-to-proceed date.

In general, DOL will not dictate the approach. However, the Contractor shall ensure that the transition causes minimal disruption to the user community. The Contractor shall assume responsibility for moving any GFE equipment from the current Contractor’s facility to their own, if applicable.

At the end of the transition period, the Contractor shall assume all responsibilities for providing the full range of Service Desk services (as defined in the applicable section of the OCIO SD PWS) at the performance levels dictated at the Service Level Agreements.

Contractor shall be responsible for scheduling meetings and requesting assistance from the Government and the ITC contractor as well as establishing any and all agreements with the ITC help desk contractor.

2. Timeline

The Contractor shall complete all transition activities within 60 days of the kick off meeting. This time will be divided into two phases. The first 30 days phase will be dedicated preparatory activities (including standing up the required physical infrastructure – see Service Desk Facility Requirements below). Contractor will not be allowed to handle any of the support work during this initial period. The remaining 30 days will be used to gradually transition support from the incumbent help desk support Contractor to the new Contractor.

3. Notice to Proceed Criteria

Prior to formally taking over operational responsibilities, the Contractor shall demonstrate readiness to proceed. DOL will review the level to which the Contractor was able to accomplish the transitional tasks. DOL will use the Notice To Proceed Checklist (please see Section J Attachment 15) to judge Contractor’s readiness to transition support from the current ITC help desk contractor.

4. Plans and SOPs

A list of required Plans and SOPs is presented in the Deliverables document (see Attachment 17).

5. Scope and Size of Services

At the end of the Transition the Contractor shall be ready to provide SD services as described in the applicable section of the PWS at the performance levels specified by the OCIO SD. The initial scope will include approximately 3,500 users currently serviced by the current ITC help desk. All users are located at the Perkins Building in Washington, DC.

Locations requiring Tier 2 support: DOL HQ – Washington, DC

Hours of Operations: Normal Working Hours (NWH) as defined in section C.2.11:

· 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 expects the following user and ticket statistics

· Volume of tickets – approximately 2,800 per month

· Distribution of contacts:

Contacts

· Distribution of calls:

· Call characteristics:

a. Average Speed to Answer = 30 seconds

b. Average Talk Time = 5 minutes

c. Average Wrap-Up Time = 2 minutes

· Ticket characteristics:

a. 40% of tickets resolved at Tier 1 or escalated outside of the Service Desk

b. 60% of tickets resolved by Tier 2

c. Quick tickets represent approximately 20% of all tickets

6. GFE

DOL will provide Tier 2 staff with workspace including desk, standard computer equipment with the current software image, connectivity to the DOL network, and user accounts.

7. Instructions

In general, the Contractor shall present an approach to implement its Incoming Transition Plan. The Contractor shall present their approach to managing and performing the transition activities, with special emphasis placed on:

· Approach to working with DOL and current support contractors

· Assumptions for data, information and documentation

· Transition team

· Approach to standing up the SD facility

· Approach to providing deliverable that are required within the transition timeframe

Contractor’s proposal shall be organized in the following manner:

1. Section 1: Approach: This section shall include practical approach to (at minimum):

· standing up the OCIO SD and its COOP

· staff training and on-boarding (including date-related milestones)

· NIST 800-53 compliance review

· communication approach

· approach to creating building blocks for the continual service improvement

2. Section 2: Project Plan: This section shall include a high level project plan that includes, at a minimum:

· knowledge transfer from the Government and the ITC help desk contractor

· facility build-out

· connectivity to DOL

· notice-to-proceed review

3. Section 3: Staff and their roles, including a Basis of Estimate (see section L.5) and staff hiring/readiness schedule

4. Section 4: Assumptions. This section shall list all assumption that Contractor is using to build their proposal to this Task Order.

8. Evaluation

This TO evaluation will follow evaluation approach as presented in section M of the OCIO SD RFP. DOL will evaluate the Offeror’s approach and capabilities to meet the requirements and goals of this Task Order (TO). This evaluation will assess the proposal’s compliance with the stated requirements, and potential risks associated with the Offeror’s transition approach.

DOL will evaluate the qualifications and number of hours of the proposed staff to ensure the appropriate mix of technical and managerial skills, as well as the appropriate level of experience in all aspects of service delivery required by this TO.

DOL will evaluate the Offeror’s approach to ensure the transition of the current help desk to the new Contractor-provided OCIO SD is seamless, transparent, minimizes disruption to, and imposes few demands upon DOL staff.