DRAFT- PWS.docx

PERFORMANCE BASED STATEMENT OF WORK (PBSOW)

California Army National Guard Information Technology (IT) Services Contract

Part 1

General Information

1. GENERAL: This is a non-personal services contract to provide Information Technology (IT) Services to the California Army National Guard. The Government shall not exercise any supervision or control over the contract service providers (contractor staff) performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform IT Services as defined in this Performance Based Statement of Work except for those items specified as Government furnished property and services. The Contractor shall perform to the standards in this contract.

1.2 Background: The J6 – Directorate of Information Management (DOIM) provides complete automation support for approximately 6,000 end-users geographically dispersed among 93 sites within California and to some extent a minimum number of overseas-deployed users. The CAARNG runs a centralized support environment whereby customers are provided with one point of contact for assistance in regards to any IT issue or request. The centralized environment is operated under one management team and uses the same processes and procedures throughout the support environment; however, IT support is delivered from four strategic locations: Sacramento, San Luis Obispo, Los Alamitos, and San Diego.

1.3 Objectives: Provide Tier III automation support to the 6,000 full-time and 15,000 part-time military service members and civilian employees of the California Army National Guard and other tenant organizations stationed at any of the 93 CAARNG facilities in support of mission readiness, training, logistical, and administrative functions. Specifically,

· Provide Tier-III support (administration, configuration, and maintenance) from Sacramento to troubleshoot and resolve incidents related to routers, switches, wireless access points, firewalls, and UC.

· Provide specialized technical support in the form of building local standardized software images, troubleshooting software images, and creating and deploying software patches using remote administration tools.

· Provide Application Development and System Administration Services.

· Provide subject-matter expertise in Microsoft SQL Server Database administration, database, backup and restore points, and COOP.

1.4 Scope: This PBSOW defines the requirements for providing technical, engineering, and IT customer support services to the Directorate of Information Management in support of the service members, civilian employees, contractors and tenant organizations of the CAARNG. These members and information systems are geographically dispersed to CAARNG facilities located throughout California, see Technical Exhibit 6 (CAARNG Wide Area Network Map).

1.4.1 This contract is not outsourcing the entirety of the IT infrastructure. The scope of this PBSOW includes other select areas of IT. In the case of Tier-III (Network and SysAdmin) support, Government employees and military service members are responsible for the overall performance, maintenance, and upgrade of the network and network systems. Except where specifically identified in this PBSOW, Tier-III contract support is responsible for software updates and patching, responding to outages, trouble tickets, and work orders.

1.5 General Information

1.5.1 Quality Control: The Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PBSOW. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control program is the means by which Contrctor assures work complies with the requirements of the contract. Contractor shall submit a comprehensive written QCP to the KO and COR within 5 working days after the start of this contract and when changes are made thereafter. The KO shall provide the Contractor written notification upon acceptance of the quality control plan.

1.5.2 Quality Assurance: The Government shall evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.5.3 Hours of Operation:

1.5.3.1 Contractor is responsible for providing the services described in thie PBSOW during the core business hours of 0700 and 1530 hours Monday through Friday; however, contract staff performing these functions shall be available to operate on a flex schedule in order to accomplish scheduled and unscheduled maintenance during off-peak and evening hours.

1.5.3.2 Observed Federal Holidays. The Contractor shall follow and observe the Federal holiday schedule. The following Federal holidays are observed in which the CAARNG facility will be closed for normal business. Additional holidays and facility closures may be determined by appropriate CAARNG authorities and observed accordingly.

· New Year’s Day, Birthday of Martin Luther King, Jr.

· Washington’s Birthday

· Memorial Day

· Independence Day

· Labor Day

· Columbus Day

· Veterans Day

· Thanksgiving Day

· Christmas Day

1.5.3.3 The Contractor shall maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PBSOW. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.5.4 Place of Performance: The work to be performed under this contract will be performed at 9800 Goethe Rd. Sacramento CA 95826 and Joint Force Headquarters, Mather, California (location TBD), except as noted in 1.5.11 of this PBSOW.

1.5.5 Security Requirements: Contractor personnel performing work under this contract shall have a minimum of a SECRET security clearance prior to commencement of work under this contract, and shall maintain the level of security required for the life of the contract. All contractor personnel shall be Citizens of the United States. The security requirements are in accordance with the attached DD254, Army Regulation 25-2, and DODI 8570.01-M. Contractor is responsible for obtaining security clearances for their personnel at its own expense.

1.5.5.1 Physical Security. The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use. At the close of each work period, Government facilities, equipment, and materials shall be stored securely (i.e. locked doors and cabinets, cable-locked laptops, etc.).

1.5.5.2 Key Control. The Contractor shall establish and implement methods to ensure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. Keys issued to the Contractor by the Government shall NOT be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the KO.

1.5.5.2.1 In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon notification of the Contracting Officer (and at no additional expense to the Government), re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.5.5.2.2 The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the KO.

1.5.5.3 Lock Combinations. The Contractor shall establish and implement methods of ensuring that lock combinations are secured and not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.5.6 Special Qualifications: Contractor shall ensure all contract staff possess and maintain, minimum or greater, current professional certification associated with their respective DODI 8570.01-M Information Assurance – Technical (IAT) Level and track throughout the performance period of this contract. Contractor staff performing work in multiple disciplines shall be certified in all IAT Level tracks associated with the work being performed. For example, a contractor performing both Network and Systems Administration work shall be certified in both IAT Level II tracks (Network and Systems Administration). All costs associated with security clearance, training and certification is at the Contractor’s expense. Unless otherwise stated, the security clearance, training and certification requirements shall be met, and provide copies of security clearance verification, training, and certifications, prior to the contract employee’s commencement of work under this contract award.

1.5.6.1 Personnel assigned Tier III (Servers and Storage) shall meet or exceed training, experience, industry certification, and security clearance requirements for IAT Level II (Systems Administration), including Microsoft Certified Server Administrator or Microsoft Certified Solutions Associate (MCSA) and CompTIA Security+.

1.5.6.2 Personnel assigned Tier III (Network) shall meet or exceed training, experience, industry certification, and security clearance requirements for IAT Level II (Network), including current Cisco Certified Network Professional (CCNP) or higher certification and Comptia Security+ or CISCO Security certifications, and have a minimum of 4 years Enterprise VoIP and WAN technical experience working at the Tier III Network Operations Center Level.

1.5.6.3 Personnel assigned the task(s) associated with creating and modifying baseline standard images for various hardware platforms, as well as creating, modifying, and remotely deploying software updates and security patches shall meet or exceed training, experience, industry certification, and security clearance requirements for DODI 8570.01-M Information Assurance – Technical (IAT) Level II (Systems Administration track), including Microsoft Certified Systems Administrator or Microsoft Certified Solutions Associate (MCSA) and CompTIA Security+. In addition, person(s) assigned work in this area must have a mastery of skills and experience associated with remote patching and deployment using SMS, SCCM, WSUS, and Smart Deploy Enterprise Deployment Solution.

1.5.7 Post Award Conference/Periodic Progress Meetings: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The Contractor shall attend monthly status meetings with the KO, Contracting Officers Technical Representative (COTR), and other Government personnel, as appropriate, to review the Contractor's performance. At these meetings, the KO will describe the Contractor of how the Government views the Contractor's performance and the Contractor will describe the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.5.8 Key Personnel (FEB 1988): During the first ninety (90) days of performance, the Contractor shall make no substitutions of key personnel unless the substitution is necessitated by illness, death, or termination of employment. The Contractor shall notify the KO, COTR, and Project Manager within five (5) calendar days after the occurrence of any of these events and provide the information required by paragraph 1.5.8.1 below. After the initial 90-day period, the Contractor shall submit the information required by paragraph 1.5.8.1 to KO, COTR, and Project Manager at least 15 days prior to making any permanent substitutions.

1.5.8.1 The Contractor shall provide a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutes, and any additional information requested by the KO. Proposed substitutes should have comparable qualifications to those of the persons being replaced. The KO will notify the Contractor within 5 calendar days after receipt of all required information of the decision on substitutions. The KO shall have the right to reject any proposed substitutes at the their discretion. The contract will be modified to reflect any approved changes of key personnel.

1.5.8.2 The Contractor shall designate personnel working in the following areas as key personnel:

· Tier III Network Administration

· Tier III System Administration

· Software Imaging/Remote Patching

· Web Optimization and Configuration

· Full Stack Software Developer

1.5.9 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties shall identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They shall also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. Contractor personnel shall obtain and wear color photo identification badges at all time in the performance of this service.

1.5.10 SmartCard Login and Identification: All contract personnel shall obtain and utilize DOD Common Access Card (CAC) for identification and for two-factor authentication to Government computer systems. Contractor personnel shall complete the online application process using the Government’s Contractor Verification System (CVS) and be issued a CAC prior to the commencement of work.

1.5.10.1 In addition to CAC, all contractor personnel shall obtain and utilize an Alternate Smartcard Login (ASCL) Token, essentially a second CAC, for tasks that require elevated privileges on the network. ASCL’s are centrally managed by DOD and can take several weeks to obtain. Without ASCL’s, contract personnel cannot accomplish their work. It is essential that the Contractor complete all training and provide all documentation to request ASCL’s for their staff within 14 days of contract award.

1.5.10.2 The Contractor shall establish and implement methods of ensuring all CACs and ASCL Tokens issued to Contractor by the Government are not lost or misplaced and are used by authorized personnel only. The Contractor shall develop procedures covering CAC and ASCL control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued CAC and ASCLs by personnel who no longer require access to information systems. The Contractor shall immediately report any occurrences of lost cards to the KO.

1.5.11 Contractor Travel: Contractor may be required to travel to off-site CAARNG locations to install or troubleshoot network or end-user equipment in the performance of this PBSOW. Contractor will be authorized travel expenses consistent with the provisions of FAR 31.205-46 Travel Costs and the limitation of funds specified in this contract. All travel requires Government approval/authorization and notification to the COR. All Contractor personnel shall have a valid California Driver’s License.

1.5.12 Contractor Reporting: Contractor performance metrics will be monitored by the COR via ticket report systems, client feedback and other commonly established metrics. The Contractor shall provide a monthly status report (MSR) summarizing overall project effort and highlighting performance and quality in each of the functional areas (Network Operations, System Administration, Cybersecurity, and Business Intelligence) and an overview of activities planned for the following reporting period. The report shall identify problems encountered that may affect the price, scope, or schedule. The report is due not later than the 5th working day after the end of the previous month.

1.5.13 Training. The Government reserves the right to place military personnel in the Network Operations and Security Center (NOSC) to perform work similar to that which the Contractor is providing within this PBSOW, for purposes of training, maintaining skills, and acquiring experience working in an enterprise IT environment. The Contractor agrees to provide hands-on training opportunities provided such training does not interfere with the Contractor’s performance and quality standards. At no time will the Contractor rely on the availability of CAARNG personnel to offset its staffing requirements in the fulfillment of this PBSOW. Contractor will not supervise CAARNG personnel and CAARNG personnel will not supervise contract staff. Contractor will contact the COR immediately should a situation arise necessitating Government attention.

1.5.14 Exigent or Urgent Needs: The Government anticipates that some work additional to that required and described under paragraphs 1.4 and 1.5 may arise under this PBSOW.

1.5.14.1 The CAARNG may need to respond to additional support requirements in direct response to unforeseen tasking pertaining to the support of unforeseen Federal and State emergency missions. Examples include Presidential Directives, Federal support to State and local authorities (e.g. Emergency tasking for the Governor’s Office of Emergency Services) as well as Continuity of Operations Requirements and Catastrophic network failures. The CAARNG is often deployed to catastrophic events such as earthquakes, floods and fires. None of these events can be forecasted with any degree of certainty.

1.5.14.2 The CAARNG anticipates that the personnel the Contractor has assigned to the contract will be sufficient to support such a short-term need. In the event that an urgent need does arises, the contract “changes” clause under 48 CFR 52.212-4(c) will be used to set the scope of such work and establish a mutually agreed price; such work will be of the same type of work as described herein. This operations support shall be performed by technically qualified personnel to provide rapidly implemented solutions to user problems/questions, as well as training needs. This support will also include both telephonic response and hands-on resolution of problems – both hardware and software related – all within the type of work within the scope of this contract. If required, 24x7 operations will be funded upon identification of a valid requirement by the CAARNG.

1.5.15 Inherently Governmental Tasks: The contractor shall not perform any tasks under this task order that constitutes work of policy, decision making or of a managerial nature, which is the direct responsibility of the Government.

1.5.16 Privacy Act: Work on this project may require that personnel have access to Privacy Information. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

1.5.17 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to, or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.5.18 Transition between Contracts: The contractor shall not recruit on Government premises or otherwise act to disrupt Government business. Within 15 calendar days of contract award, the contractor shall inform the appropriate Project Manager of incumbent personnel, who will not be placed on the delivery order.

1.5.18.1 The contractor shall have management and administrative support in place to fulfill work requirements at time of commencement of the contract. Addresses, telephone numbers, and functional responsibilities shall be provided to the COR and the Project Manager at time of work initiation.

1.5.18.2 The contractor must recognize that services under this contract are vital to the Government and must be continued without interruption and that upon contract expiration, a successor, either the Government or another contractor, may continue such services. The contractor shall cooperate to ensure an orderly and efficient transition in the event of transition to a successor.

1.5.18.3 The contractor shall provide phase-in and phase-out services, at no additional cost to the Government, as long as there is an active contract. Appropriate contract management personnel shall meet with the successor contractor to coordinate delivery order transition. Discussions shall include personnel transition to the successor contractor, and the transition of contract specific items such as Government or contractor furnished supplies, materials, equipment, and services.

1.5.18.4 The contractor shall disclose necessary personnel records (names and phone numbers) to allow the successor to conduct interviews for possible transition. If selected employees agree to the change, the incumbent contractor shall grant release at a mutually agreed upon date and negotiate transfer of the employee's earned fringe benefits. The resumes for incumbents must be approved by the Government prior to assignment to a position.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. Contractor. A supplier or vendor awarded a contract to provide specific supplies or service to the Government.

2.1.2. Contracting Officer (KO). A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

2.1.3. Contracting Officer’s Representative (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract. The COR for this contract is Jared W. Snow, 916-854-3515, jared.w.snow.civ@mail.mil.

2.1.4. Defective Service. A service output that does not meet the standard of performance associated with the Performance Based Statement of Work.

2.1.5. Deliverable. Anything that can be physically delivered, may include non-manufactured things such as meeting minutes or reports.

2.1.6. Key Personnel. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PBSOW. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. Physical Security. The protection of personnel, facilities, hardware, software, networks, and data from physical actions and events that could cause serious loss or damage to government.

2.1.8. Project, Major. A projects consisting of numerous and complex requirements, with an anticipated effort of 40 or more hours of effort to complete.

2.1.9. Project, Minor. A project consisting of few and simple requirements, with an anticipated effort of less than 16 hours to complete.

2.1.10. Project, Moderate. A project consisting of few and complex or numerous but simple requirements, with an anticipated effort of 16-40 hours to complete.

2.1.11. Quality Assurance. The procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.12. Quality Assurance Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

2.1.13. Quality Control. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.14. Subcontractor. One that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

2.1.15. Work Day. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.16. Work Week. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide personnel to assist Contractor with production set-up in the work areas designated in the PBSOW and access to the centralized ticketing system system.

3.2 Facilities: The Government will provide necessary workspace for the Contractor staff to provide the support outlined in the PBSOW to include desk space and additional workspace as may be necessary to configure and repair equipment.

3.3 Utilities: All utilities in the facility will be available for the Contractor’s use in performance of tasks outlined in this PBSOW. The Contractor shall instruct employees in utilities conservation practices. The Contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the lights at the end of the workday and shutting off water faucets or valves after use.

3.4 Equipment: The Government will provide access to computers, scanners, fax machines, printers, telephones, general-use office supplies (staplers, pencils, writing tablets, etc.) as well as computer hardware and software necessary to troubleshoot, maintain, configure, and repair IT equipment required to provide the IT support outlined in the PBSOW.

3.5 Materials: The Government will provide Standard Operating Procedures and Policies, network diagrams and configuration documentation.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PBSOW.

4.2 SECRET Facility Clearance: The Contractor shall possess and maintain a SECRET facility clearance from the Defense Security Service. The Contractor’s employees, performing work in support of this contract shall have been granted a SECRET security clearance from the Defense Industrial Security Clearance Office. The DD 254 will be provided upon contract award.

4.3. Materials: The Contractor shall furnish all materials required to perform work under this contract that are not listed under Section 3 of this PBSOW.

4.4. Equipment: The Contractor shall furnish all equipment required to perform work under this contract that are not listed under Section 3 of this PBSOW.

4.5 Non-Government Furnished Equipment: Contractor staff shall not bring personally owned computer equipment onto Government facilities without prior approval of the COR. Contractor provided equipment must be pre-approved by the COR and the Cybersecurity Manager prior to being brought onto Government facilities and being placed into operation.

PART 5

SPECIFIC TASKS

5. SPECIFIC TASKS

5.1 Tier III Network Administration. Contractor shall configure, troubleshoot, upgrade, and place into operation network devices at three Campus and 93 remote sites to include Cisco routers, Switches, Firewalls, Load Balancers, Cisco wireless LAN controller and wireless access points (WAP) and other network systems to include Unitfied Communications applications and associated equipment. Maintain port-level network access throughout the enterprise; maintain and operate Cisco Identity Services Engine (ISE); work with the Network Operations Manager and the Cybersecurity teams to optimize and maintain the ISE infrastructure to include schemes for DoD and non-DoD guest access. Respond to network outages and, in coordination with circuit provider, take steps to isolate trouble and restore service. Contractor is also responsible for maintaing current and creating new network documentation to include section SOPs and topology maps. Equipment and configuration must meet DOD STIG and IAVA compliance. Contractor will have maintain current CCNP or higher certification. Contractor will maintain current CompTIA Security + or Cisco Security certification.

5.2 Tier III System Administration. Contractor shall design, configure, troubleshoot, monitor, and optimize enterprise network information systems, to include physical and virtual servers, network storage, network printing, application and database servers, and backup and restore systems in the Production, Testing, and Continuity of Operations (COOP) environments. Contractor shall ensure high-availability, and highly redundant systems and applications; recommend and implement, when approved by the Government, new solutions to optimize and improve network performance and network delivered applications. Equipment must meet DOD STIG and IAVA compliance.

5.3 Software Image and Patch Administration.

5.3.1 Contractor shall configure, maintain, monitor, and troubleshoot System Center Configuration Manager (SCCM) throughout the enterprise; build custom installer packages using MSI installer and create custom-built software update packages for various COTS and GOTS software and security patches; deploy software updates and security patches to enterprise network devices (Servers, Workstations, Networked Printers, and other network nodes). Configure, maintain, operate, and monitor CAARNG’s Software Update Point (SUP), Quest Management Extensions (QMX), and their associated Windows Software Update Service (WSUS) system infrastructure within applicable service level agreements. Responsible for the interpretation, risk analysis, deployment, and documentation of system patching requirements to ensure security and availability of the SCCM infrastructures and devices.

5.3.2 Create, Deploy, and Troubleshoot Baseline Images. Contractor shall de-conflict and troubleshoot issues with government standard (Army Gold Master) image. Provide senior level network and systems diagnosis to isolate and troubleshoot problems with Army Gold Master (AGM) software baseline and CAARNG baseline software images for networked resources, including, but not limited to client-server digital communication, and authentication issues and digital certificates. Tools required for use include experience with SmartDeploy Enterprise, Windows Zero-Touch, Windows Lite Touch Services, and the Army SCAP Compliance Checker tool.

5.4 Web Optimization and Configuration. Contractor shall configure, operate, and troubleshoot Microsoft Internet Security and Acceleration (ISA) server; install and configure firewall, proxy, and implement optimization and performance improvement measures for enterprise web performance with ISA caching capabilities. Implement DOD Smartcard authentication enforcement of published web content from ISA arrays. Implement, maintain, and test backup and restoration of enterprise level ISA Arrays. Install, configure, optimize, and monitor WebSense web filtering infrastructure, to include blocking, troubleshooting, implementing quotas, tracking and reporting of enterprise web use. Automate reports and perform ad-hoc reporting and querying as necessary. Contractor is required to ensure managed ISA and Websense infrastructure meets all IAVA security requirements, security technical implementation guidelines (STIG), including the interpretation of identified risks and vulnerabilities, impacts on deploy managed infrastructure, and mitigation documentation regarding system patching, and upgrade requirements to ensure security and availability of the proxy infrastructures and services.

5.5 Full Stack Software Developer (UI/UX/Business Logic/Server Admin/Model Integration). Contractor shall provide developers that can produce effective results, working independently as well as on the team. These personnel must possess strong communication and research skills, tenacity in producing strong, workable and maintainable solutions, and adaptability to effectively learn new skills. These personnel must be capable of creating and modifying ASP.NET (MVC) C# web based applications in order to automate and streamline various business processes, making use of the SQL Server back-end and related environment. Contractor must document their work to the level of detail stated in this PBSOW, best-business project management processes. Contractor shall provide maintenance and support of Web Services Applications. Maintenance and support includes but is not limited to system support, end user support, programming, integration, testing and documenting, designing, creating and running ad-hoc and standards reports, analysis, and problem determination and resolution.

5.5.1 Duties include:

· Support internal systems for source control and ensure logging of developmental changes

· Ensuring integration of common used software (PDF, EXCEL) used in-house with the application

· Design, build, and test changes/additions to web pages utilizing ASP.net MVC and C# programming languages

· Design, build, and test changes/additions to SQL databases and related services and objects

· Design, build, and test changes/additions to server-side service calls

· Design and document archival, library, asset management, calculation, and other module interconnectivity interfaces, for efficient component reuse

· Update/modify application code to accommodate changing needs

· Gather business requirements for new solutions and improvements to existing solutions

· Formulate detailed written design of proposed solution including database entity relationships and process flow

· Document user controls as well as the inner workings and requirments of the application

· Formulate, validate and maintain integration and system tests

· Design solutions for existing and new security concerns

· Optimize existing solutions for greater and more efficient throughput

· Work with CMD testers to resolve items found during testing, and provide solution options

· Document any changes made to Web Services Application database and/or application

· Provide training to CMD J6 Staff for programming changes affecting the function of the application

· Implement the reviewed changes on the production server

· Test and verify to ensure the production environment is fully functional with the enhancements

· Create ad-hoc and/or standard reports requested by user community

· Manage report subscriptions

· Troubleshoot and resolve system problems and data issues

· Manage, document, and complete minor, moderate, and major (complex) projects

5.6 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Army via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/ Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2019. Contractors may direct questions to the help desk: http://www.ecmra.mil.

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS): The Contractor shall abide by all applicable regulations, publications, manuals, and local policies and procedures, to include but not limited to:

6.1 AR 25-1, Army Knowledge Management and Information Technology

6.2 AR 25-2, Army Cybersecurity

6.3 AR 530-1, Operational Security (OPSEC)

6.4 AR 710-2, Inventory Management, Supply Policy Below the National Level

6.5 AR 735-5, Policies and Procedures for Property Accountability

6.6 DOD 8570.01-M, Information Assurance Workforce Improvement Program

6.7 DOD Security Technical Implementation Guide (STIG)

6.8 Information Technology Infrastructure Library (ITIL)

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1 Attachment 1/Technical Exhibit 1 – Default Performance Response and Resolution Times

7.2 Attachment 2/Technical Exhibit 2 – Performance Requirements Summary

7.3 Attachment 3/Technical Exhibit 3 – Deliverables Schedule

7.4 Attachment 4/Technical Exhibit 4 – Estimated Workload Data

7.5 Attachment 5/Technical Exhibit 5 – List of Supported Software and Hardware

7.6 Attachment 6/Technical Exhibit 6 – CAARNG Wide Area Network Map

TECHNICAL EXHIBIT 1

DEFAULT PERFORMANCE RESPONSE AND RESOLUTION TIMES

Unless specified otherwise in this PBSOW, the following triage matrix will be used to establish the appropriate contractor response and resolution times.

TECHNICAL EXHIBIT 2

PERFORMANCE REQUIREMENTS SUMMARY

The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Service Category 1: Tier III Network Administration Support

Method of Surveillance

PRS 1.1

The Contractor shall provide router, switch, firewall, UC, and WAPs installation, configuration, maintenance, monitoring and troubleshooting services

Install and configure new network device

Utilize current approved configuration scripts for all devices

Perform lifecycle replacement operations of network devices

100% of all support actions must be documented via Service Desk ticket

Meets DOD STIG and IAVA compliance

Periodic Surveillance

PRS 1.2

The Contractor shall ensure network routers and switches are correctly configured and managed by approved monitoring applications to include Solarwinds Orion, Cisco Prime, and Cisco ISE. Contractor will gain approval for any changes from the network manager

Verifies existing devices are installed and functioning in monitoring applications

Ensure new devices are configured and functioning in monitoring applications

Updates configuration as required by application upgrade

Documents/records any changes All routers and switches are actively monitored and reported in approved monitoring application

Resolve non-compliant devices within 2 hours of discovery or notification Periodic Surveillance

PRS 1.3

The Contractor shall monitor network circuits for errors, report outages, and work with the current service provider to resolve any deficiencies

Monitors network circuits and responds to errors

Ensures network circuit deficiencies are documented in a Service Desk ticket

Works with circuit service provider to resolve deficiencies in an expedient manor

100% of all support actions must be documented via Service Desk ticket

Begins troubleshooting errors and outages within 15 minutes of alert during business hours

(Government personnel will respond to afterhour’s alerts.)

Periodic Surveillance

Service Category 1: Tier III Network Administration Support (continued)

Performance Objective

Method of Surveillance

PRS 1.4

The Contractor shall manage installed firewalls and associated resources to ensure access to outside resources to include site to site VPN and AnyConnect administration

Verifies firewalls are DoD STIG compliant

Ensures required outside network resources can be accessed through associated firewall

Ensures DoD PKI certificates are current on site to site VPN connections

Administers firewall configuration for remote AnyConnect users based on CNG requirements

Equipment and configurations meet DoD STIG and IAVA compliance

Responds to Government approved firewall port-activation requests within 2 business days

Periodic Surveillance

CAARNG incident management system reports

PRS 1.5

The Contractor shall install, configure, update new UC equipment and devices

E911 validation and UC equipment configuration changes and updates

Troubleshoot voice services

Support Tier II VTC, WebEx systems, or administrator account support requests

Service Category 2: Tier III System Administration Support

Performance Objective

Method of Surveillance

PRS 2.1

The Contractor shall provide server installation, configuration, maintenance, monitoring and troubleshooting services Performs installation, maintenance and support for servers

Hands-on deployment, configuration and maintenance of Windows Servers both physical & virtual

Manage patching of all Windows Server Operating Systems and installed components and applications

Build Windows Server OS in compliance with Department of Defense (DoD) Security Technical Implementation Guide (STIG)

Document all steps of the build, deployment and monitoring process

100% of all support actions (incidents and change) must be documented via Service Desk ticket

Meets all Army STIG and IAVA compliance standards

Build/update server system templates within 1 week

Deploy new server systems within 96 hours of request

Periodic Surveillance

Service Category 2: Tier III System Administration Support (continued)

Performance Objective

Method of Surveillance

PRS 2.2

The contractor shall provide advanced digital sender and print server support Verifies Digital Sender Configuration against DoD Security Technical Implementation Guide (STIG) and internal standard operating procedures document

Life cycle 25% of Print Server hardware each year

Print Server configurations /printer installations

Document all steps of the build and deployment process

Reviews and resolves Digital Sender escalated configuration issues within 4 hours of assigned task

Replace required Print Server Systems within 2 weeks of notification

Resolves print server configuration issues within 4 hours of assigned task Periodic Surveillance

PRS 2.3

The contractor shall provide Enterprise Backup Services Reviews Backup software and hardware for functionality

Daily verification of SAN snapshots are created for each volume hosting VM’s.

Creates / Modifies / Monitors daily backup jobs for success / failure

Resolves backup failures established and executes random data restoration plan in support of Continuity of Operations Plan

Performs Restoration service in event of data loss / Continuity of Operations Plan execution or exercise Reviews backup software / hardware functionality daily

Ensure SAN snapshots are setup for rotation/retention. Review/verify SAN snapshots daily Resolves failed backup jobs and manually backs up data within 24 clock hours

Restores non-critical data files within 48 hours

Restores critical data within 2 clock hours.

Performs quarterly Continuity of Operations Plan restoration testing based on direction by NOSC Manager

Random Sampling

Service Category 2: Tier III System Administration Support (continued)

Performance Objective

Method of Surveillance

PRS 2.4

The contractor shall configure all of the aspects of the Nimble Storage Area Network (SAN) hardware and software within the CA ARNG installation.

The environment is VMware based and the contractor shall use their knowledge of VMware to provide SAN services

Maintain file storage (home directories, workgroup shares). Provide 3GB per authorized user as baseline. Additional storage (along with required maintenance for additional storage) is mission-funded

Upgrades SAN as needed

Manages SAN at alternate location for Disaster Recovery

Maintains SAN 24x7 uptime Maintains 98% uptime

Provisions new LUNs within 96 business hours

Resolves Common Internet File Sharing (CIFS) issues within 24 business hours, unless critical then 24 clock hours

Plans and coordinates any SAN upgrades within 1 month of notification

Acknowledges system alerts within 15 minutes during core business hours.

(Government personnel will respond to afterhour’s alerts.)

Reports will be generated by the CAARNG in the incident management application

PRS 2.5

The contractor shall provide Comprehensive vSphere implementation, administration, maintenance, and support of VMware ESX and vCenter in large scale environment Manage vCenter ESX clusters, including DRS and HA configurations

Must be able to create, deploy, and maintain vCenter VM templates

Comprehensive storage configuration experience for iSCSI, Fiber Channel, and SAN storage, including boot from SAN, VMFS volumes, and RDM

Maintain 99.9% uptime for VMware clusters, excluding scheduled maintenance

Update and maintain VM templates quarterly

Meets STIG and IAVA compliance

(Government personnel will respond to afterhour’s alerts.)

Random Sampling

SolarWinds Status Reports

Service Category 3: Software Image and Patch Administration

PRS 3.1

The Contractor shall create, troubleshoot, install and upgrade standard software images to Government Furnished Systems Determines Baseline software requirements based on Army Gold and CAARNG specifications.

Locates appropriate hardware drivers, software, and license keys for Zero-Touch, Lite-Touch, and Smart Deploy Enterprise imaging operations.

Builds, troublehoots, and Tests basic images for workstations, laptops, tablets, and servers.

Obtains Government Lead acceptance image readiness and security compliance.

Prepares and provides distribution to authorized individuals current and updated baseline image media.

> 95% Army Information Assurance compliance

> 80% Applications pre- configured for client zero-touch use

> 95% CAARNG Administration and Configuration Compliance Random Sampling

PRS 3.2

Performs Tier-III level technical support regarding troubleshoot of deployed software baseline, security related software including security patches, and GOTS / COTS approved software packages Acknowledges Tier-III tickets

Develops testing methodologies to validate issue

Develops updates and…