DRAFT PWS_Medical IT_27 Feb 2025.docx

HEADQUARTERS

AIR MOBILITY COMMAND SURGEON GENERAL MEDICAL INFORMATION TECHNOLOGY (IT) NETWORK & DESKTOP SUPPORT SERVICES

PERFORMANCE WORK STATEMENT

27 February2025

1. DESCRIPTION OF SERVICES

1.1. BACKGROUND.

1.1.1. EXPEDITIONARY MEDICAL SYSTEMS. In 2007, a gap in Aeromedical Evacuation (AE) electronic health documentation was identified, and a fix was mandated by the Office of the Assistant Secretary of Defense for Health Affairs (OSD/HA). Executing responsibilities as the lead command for global mobility and AE, the Headquarters Air Mobility Command Surgeon (HQ AMC/SG) developed the AE En Route Care(ERC) to fill this gap. To date, a server/client-based system is continually under development and updates to field ERC. In support of AE applications, AMC requires deployment, training, information assurance, ad hoc enhancement support, integration, and support requiring staffing and technical expertise that meets the HQ AMC/SG and base Communications Squadron (CS) abilities to support.

1.1.2. IN GARRISON MEDICAL SYSTEMS at 375 MDG. Additionally, per section 702 of the 2017 National Defense Authorization Act (NDAA), the Defense Health Agency (DHA) has taken over administrative and management control of the military medical treatment facilities. The 375th Medical Group (375 MDG) has transitioned to the DHA Medical Community of Interest (MEDCOI). Due to the transition of the 375 MDG to MEDCOI, many of the tasks currently performed by the CS are now 375 MDG responsibilities. These systems collectively support the provision of medical care to Scott Air Force Base (SAFB), IL beneficiaries and facilitate global AE. Additional support is required to maintain the full scope of Information Technology (IT) operations/support.

1.2. SCOPE. The contractor shall provide services and software (Apps) updates for devices described in the Performance Work Statement (PWS) in sustainment of the ERC and provide on-site Medical IT Network and Desktop Support Services for HQ AMC/SG at SAFB, IL. The contractor shall also provide support of physiological data integration, as needed, when new devices are introduced. Tasks identified in this PWS support the entire domain of ERC, and HQ AMC/SG program requirements, unless specifically noted otherwise.

1.2.1. The contractor shall provide services and software (Apps) updates for devices described in the PWS in sustainment of on-site Medical IT Desktop, Network (Non-Secure Internet Protocol Router (NIPR) and Secure Internet Protocol Router (SIPR)), Communications (Analog, VOIP, LMR, etc.) and Cybersecurity Support Services for the 375 MDG at SAFB, IL.

1.2.2. Provide integration, implementation, operational sustainment, technical refresh, and life cycle support of worldwide AE Support Locations. The AMC/SG- managed ERC system is comprised of approximately 800 operational fixed and portable IT devices across the AE system as well as 1,200 devices staged in reserve. During the life of this contract, a new Department of Defense (DoD) EHR is projected for deployment requiring integration and synchronization with the HQ AMC/SG ERC.

1.2.3. Provide integration, implementation, operational sustainment, technical refresh, and life cycle support of AMC specific products to existing AMC baseline releases. Provide Subject Matter Expert(s) (SME), functional, technical and integration tasks associated with existing and future AMC approved requirements where existing applications shall consume standard device monitor data. The work shall include support for operations and modifications when changes to baseline hardware and software are released and for future analysis.

1.2.3.1. The work shall include modifications to integrate Electric Health Record system for hardware devices that are added or upgraded by medical integration authority, which are used by the AE community.

1.2.4. AMC/SG Directorate has approximately 125 computers and Voice over Internet Protocol (VOIP) telephones, and supports 11 SIPR IT systems, 9 multi-function devices, 6 Audio Visual conference rooms (4 SIPR – 2 NIPR) and 28 smartphones, 75 MiFi devices and iPads with email capability.

1.2.5. The 375 MDG serves 24,000 beneficiaries and employs 800 personnel utilizing 2,540 computers (NIPR) and limited SIPR, tablets, laptops, monitors, printers, multi-function devices (MFDs), scanners, and other IT equipment assets as needed, as well as 1,260 VOIP telephones.

1.2.6. Work for the HQ AMC/SG primarily occurs at Building P40 (AMC/SG); Buildings 4020 and 4022 (PMI Warehouse) and occasional temporary duty trips to AE and Critical Care Air Transport Team (CCATT) support locations worldwide might be required as outlined in PWS paragraph 3.7.1.

1.2.7. Work for the 375 MDG primarily occurs at SAFB in Buildings 1530 (MDG), 1529 (Attached to MDG), 1535 (Dental), 1948 (Refill Pharm), 856 (Vet Clinic), 4022 (SG PMO Warehouse), 4040 (WRM Warehouse), St. Elizabeth’s Hospital in O’Fallon, IL, and other GSU’s as required.

1.3. SUPPORT SERVICES.

1.3.1 PROGRAM MANAGEMENT. Tasks include the following:

1.3.1.1. Contractor personnel that require elevated account permissions shall maintain a minimum Information Assurance Technical (IAT) Level II certifications In Accordance With (IAW) DOD 8570.01 and DODD 8140.01.

1.3.1.2. The contractor shall provide NIPR & SIPR services and skilled support up to and including SECRET work. Contractor personnel shall comply with SECRET/Special Access Required (SAR), Privacy Act, and Health Insurance Portability and Accountability Act system requirements, where applicable, and all related laws and regulations to the type of work being performed on the NIPR or SPIR network at that time.

1.3.1.3. The contractor is responsible for training their certified Client Support Administrators/Functional System Administrators (CSA/FSA).

1.3.1.4. The contractor shall maintain a list of duty-hours and after-hours phone numbers for key personnel within the directorate for emergency purposes and shall furnish the Contracting Officer’s Representative (COR) a copy.

1.3.1.5. The contractor shall provide administrative support to meet financial and program reporting needs.

1.3.1.6. The contractor shall comply with the appropriate DoD Services, United States Transportation Command (USTRANSCOM), and AMC architectures, programs, policies, standards, and guidelines (e.g., Strategic Technical Guidance [STG], Net-Centric Enterprise Services [NCES], Defense and Information Systems Network [DISN]).

1.3.2. INFORMATION ASSURANCE / INFORMATION PROTECTION (IA/IP). Tasks include the following:

1.3.2.1. The contractor shall provide IA/IP for the availability, integrity, authentication, confidentiality and non-repudiation of a secure IT infrastructure and information systems, and provide for restoration through protection, detection, and reaction capabilities.

1.3.2.2. The contractor shall be in compliance with all computer and information security guidelines and directives, including those defined by the Health Insurance Portability and Accountability Act (HIPAA), The Joint Commission, and applicable DoD, AF, and DHA guidance as defined by regulation and policy in the most current versions of DoDI 8500.01, Cybersecurity; Air Force Policy Directive (AFPD) 17-1, Information Dominance Governance and Management; DAFPD 17-2 Cyberspace Operations; they are correct, Cybersecurity Program Management; and AFMAN 17-1203 Information Technology Asset Management .

1.3.2.3. The contractor shall comply with Government network security practices. Examples of such security practices are Network infrastructure, IA/IP, hardware, and computing language expertise.

1.3.2.4. The contractor shall implement procedural countermeasures and Government-issued technical advisories including Notices to Airmen (NOTAM), Time Compliance Network Order (TCNO), Time Compliance Technical Order (TCTO), Information Condition (INFOCON) Changes, service packs and security patches according to Air Force Computer Emergency Response Team (AFCERT) or Automated System Security Incident Support Team (ASSIST) guidance within the timeframe specified by the technical advisory. Additionally, the 375 MDG requires adherence to DHA guidance and standards.

1.3.2.5. Contractor shall track compliance with all network security directives, which are included in Appendix 2.

1.3.2.6. The contractor shall report completion of system notices to the Government COR and IAW AFPD 17-1.

1.3.2.7. The contractor shall in-process all users when they are assigned to the organization and meet the IA requirements IAW AFPD 17-1. Also, remove user when they out-process or no longer assigned. The contractor will maintain all user account documentation (Cyber Security Training, DD2875, AF Form 1297, Etc.

1.3.2.8. Desktop hardware and software used by the contractor shall meet information systems security requirements as defined by the current regulations and policies in AFPD 17-1.

1.3.2.9. The contractor shall protect system information and resources according to established security policies and procedures, maintain accounts with Enterprise Systems Management (ESM), Systems Management Server (SMS), or other Government-specified tracking systems, and keep desktop systems updated with the latest software and security patches to minimize security vulnerabilities.

1.3.2.10. The contractor shall prepare and maintain Certification and Accreditation (C&A) packages for the 375 MDG, IAW DoDI 8510.01, Risk Management Framework (RMF) for DoD Systems, to confirm information systems added to the network comply with the DoD system security policy and are properly certified and accredited. At a minimum, the contractor shall review and validate the C&A packages annually annotating required changes. As changes in the security posture of the IT infrastructure occur or new hardware and software are introduced, the contractor shall notify DHA Risk Management Framework (RMF) Personnel of the C&A package for Designated Approving Authority (DAA) re-signature.

1.3.2.11. The contractor shall assist HQ AMC SG in acquiring any C&A packages for medical devices, IAW DoDI 8510.01, RMF for DoD Systems, to confirm information systems added to the network comply with the DoD system security policy and are properly certified and accredited.

1.3.2.12. As changes in the security posture of the IT infrastructure occur or new medical hardware and software are introduced, the contractor shall notify wing cyber security office of the C&A package for DAA.

1.3.2.13. The contractor will ensure new medical software is added to the AFNET approved software list.

1.3.2.14. The contractor shall assist HQ AMC SG in acquiring Safe to Fly certification.

1.3.2.15. The contractor shall confirm information systems added to the network comply with the DoD system security policy and are properly certified and accredited. At a minimum, the contractor shall review and ensure software added to information systems have approval to be on AFNET/MEDCOI.

1.3.2.16. The contractor shall limit access to privileged program files, utilities, and security relevant programs/data files to authorized personnel as designated by the organizational security manager or Information Assurance Officer (IAO).

1.3.2.17. The contractor shall act as alternate Point of Contact (POC) for information security inspections and staff assistance visits, with a Government POC as the primary POC.

1.3.2.18. The contractor shall analyze network characteristics (e.g., traffic, connect time, transmission speeds, packet sizes, and throughput) and recommend procurement, removals, and modifications to network components; design and optimize network topologies and site configurations; plan installations, transition and cut-overs of network components and capabilities; and coordinate requirements with users and suppliers.

1.3.2.19. The contractor shall review monthly network vulnerability scan results of the organizational assets provided by the Government, identify and remedy all identified threats and vulnerabilities and leverage the tools and ISO 9001 processes developed to automate and expedite the resolution of all network vulnerabilities identified by the scans. If a situation arises where suspense cannot be met, a work ticket shall be opened with the SAFB Cyber Operations Center (SCYOC), Enterprise Service Desk (ESD), Naval Information Warfare Center (NIWC), DHA ServiceNow and other appropriate agencies. All open tickets shall be tracked so a final resolution has been accomplished that meets AF and DHA requirements.

1.3.2.20. The contractor shall track, report, work collaboratively with base, AF, DHA, and other DoD agencies to identify and resolve all detected malicious logic and network intrusions incidents/attacks and security breaches, possible intrusions, and unsafe security practices.

1.3.2.21. The contractor shall properly sanitize classified and unclassified Information Technology Asset Management (ITAM) systems according to guideline in Air Force Manual 17-1203, ITAM, before disposal through Government-approved excess equipment channels.

1.3.2.22. Servers maintained by the contractor shall create and retain audit logs. Logs shall be reviewed, and anomalies shall be identified, properly investigated and corrected.

1.3.2.23. The contractor shall maintain a secure computing environment. New software introduced into the system by the contractor shall be properly scrutinized for security risks and approved by the Chief Information Officer (CIO) prior to use.

1.3.2.24. The contractor shall open, track, and resolve work tickets with Network Control Center (NCC), CYOC help desk, Cyber Infrastructure Planning System (CIPS), DISA Storefront and Enterprise Service Desk (ESD). The 375 MDG utilizes similar ticketing solutions as specified.

1.3.2.25. The contractor shall work with the Network Operations Service Center (NOSC) to resolve vulnerabilities and AF advisories. Additionally, 375 MDG contractors must work with local RMF and NIWC personnel.

1.3.2.26. The contractor shall comply with and track all AF advisory alerts.

1.3.2.27. The contractor shall provide in-depth planning and implementation of security software, hardware, and security measures. Proposed plans and implementation strategies shall be submitted to the COR and/or Alternate Contracting Officer’s Representative (ACOR). If approved by the COR and/or ACOR, the contractor shall begin implementation and completion in the timeframe agreed to by the contractor and COR and/or ACOR.

1.3.2.28. The contractor shall perform/update System Security Authorization Agreement (SSAA) when required or as instructed by the COR.

1.3.2.29. The contractor shall maintain currency with applicable security policies using all available tools, such as System Management Services, Group Policy Objects, login scripts, Symantec Audio Visual (AV) console, and specialized scripts.

1.3.2.30. The contractor shall gather system specific patches from the Defense Information Systems Agency (DISA), AF, AMC, and DHA repositories so they can be readily applied.

1.3.2.31. The contractor shall coordinate with the 375th Wing IA or the DHA NIWC Office for resolution of complex anomalies and incidents, depending on the contractor’s location.

1.3.2.32. The contractor shall periodically validate the software resident on all organizational IT systems and obtain AF/DHA approval for software not currently listed in the approved C&A package. To maintain a secure computing environment, it is imperative any new software introduced into the system is properly scrutinized for security risks and approved prior to use by appropriate approval authority. This process eliminates unnecessary risks and assures continual compliance in an ever-changing environment.

1.3.2.33. The contractor shall maintain availability of remote and local network access (NIPRNET and SIPRNET). The contractor shall act as the primary POC or liaison with the NCC, M/ACCC, CYOC, ICITS-W, and all SAFB, AF, DHA, and DoD communications agencies to coordinate, plan, and implement all network related connectivity issues.

1.3.2.34. The contractor shall advise groups requiring technical assistance in the resolution and planning stages for all communication and network related issues. The contractor shall work closely with all related parties keeping them informed and up to date of any technological issues relating to planned or on-going projects.

1.3.2.35. IA/IP - Certain tasks are only required in support of the 375th MDG.

1.3.2.35.1. The contractor shall perform Information Services Response tasks. Examples of tasks are completing work requests such as hardware and software malfunctions, information assurance, and network problems.

1.3.2.35.2. The contractor shall perform Medical Information Security Readiness tasks. Examples of tasks are to assist in establishing and implementing (as needed) policies and procedures for responding to an emergency or other occurrence (for example, fire, vandalism, system failure, and natural disaster to include any other computer related emergency response policies and procedures.) that damages information systems. The contractor shall perform HIPAA Security tasks and ensuring all personnel, both government and contractors, are HIPAA trained and HIPAA policies and procedures are being followed.

1.3.2.35.3. The contractor shall perform HIPAA Security tasks. Examples of tasks are ensuring all personnel, both government and contractors, are HIPAA trained, and HIPAA policies and procedures are being followed.

1.3.2.35.4. The contractor shall implement policies and procedures approved by the CIO to respond to an actual or potential event of an emergency that threatens the integrity of medical information systems. The contractor shall assist with maintaining and updating the Continuity of Operations Plan as requirements change.

1.3.2.35.5. Information Systems Security Officer. Tasks include the following:

1.3.2.35.5.1. The contractor shall validate system naming convention in all repositories.

1.3.2.35.5.2. The contractor shall submit DHA RMF categorization approval memorandum and all supporting documentation.

1.3.2.35.5.3. The contractor shall register all systems and assign roles in Enterprise Mission Assurance Support Service (eMASS) or DoD designated information assurance program management system.

1.3.2.35.5.4. The contractor shall digitally sign the categorization memo and submit through the DoD Cybersecurity Assessment and Authorization (A&A) Branch via the A&A categorization Email.

1.3.2.35.5.5. The contractor shall provide security controls and apply common controls based on associated system compliance.

1.3.2.35.5.6. The contractor shall review Security Authorization Package and submit for Authorization to Operate (ATO).

1.3.3. ASSET MANAGEMENT. Tasks include the following:

1.3.3.1. The contractor shall provide asset management IAW AFMAN17-1203, Information Technology Asset Management (ITAM). Concerning property control of IT hardware asset management, the contractor shall provide inventory/configuration control of hardware and software and document maintenance/warranty coverage for all Government Furnished Equipment (GFE).

1.3.3.2. The contractor shall perform organization equipment custodian duties. The contractor shall maintain equipment account documentation. The contractor shall conduct physical inventories of all accountable items at least 30% quarterly and 100% annually IAW Base Equipment Custodian Office (ECO) procedures.

1.3.3.3. The contractor shall maintain a log of the most current inventory in the ECO folder. The contractor shall review past inventory records before disposing of old inventory data and retain source documents to support current inventory records (e.g., Reports of Survey and hand receipts).

1.3.3.4. The IT assets of which the contractor is responsible for shall be accounted for in appropriate systems of record and have Patient Movement Item Asset Tracking System (PMI ATS) generated standard product (bar code) labels affixed when requested by the COR.

1.3.3.5. The contractor shall obtain approval from the Equipment Control Officer (ECO), IAW AFMAN 17-1203, and shall coordinate all IT asset transfers between accounts with the applicable ECO.

1.3.3.6. The contractor shall report all Found On Base (FOB) IT assets to the applicable ECO and accept accountability or distribute equipment as directed by the ECO, IAW AFMAN17-1203

1.3.3.7. The contractor shall sign for new equipment received through the ECO.

1.3.3.8. The contractor shall take removal guidance from the base ECO on all shipments, transfers, donations, or turn-ins of excess IT assets according to AFMAN17-1203. Turn-ins, excess assets and transfers must be completed 120 days from COR request.

1.3.3.9. The contractor shall provide required equipment transfer letters to the base ECO to clear the account of equipment that was shipped out, transferred, disposed of, or donated IAW AFMAN17-1203.

1.3.3.10. The contractor shall out-process through the base ECO IAW AFMAN17-1203.

1.3.3.11. The incoming contractor shall conduct a joint physical inventory with the outgoing contractor, to include a government representative. Missing items shall be reconciled IAW AFMAN17-1203.

1.3.3.12. The contractor shall initiate the Reports of Survey (ROS) process according to AFMAN17-1203 for any lost, damaged, or destroyed IT assets.

1.3.3.13. The contractor shall notify the applicable base ECO of excess IT assets immediately.

1.3.3.14. The contractor shall provide the base ECO a serialized, numbered list of any deployed IT assets.

1.3.3.15. The contractor shall receive and secure all IT assets, if not received by the ECO, until accountability is established.

1.3.3.16. The contractor shall maintain proper care of equipment incidental to place of performance. Except for those items specifically stated as incidental or GFE, the contractor shall furnish everything needed to perform this contract.

1.3.3.17. The contractor shall make equipment network ready with the Standard Desktop Configuration (SDC) and all applicable software packages required for customer support as requested by the COR.

1.3.4. MEDICAL IT SYSTEM SUPPORT.

1.3.4.1. COMMUNICATIONS ENGINEERING. Tasks include the following:

1.3.4.1.1. The contractor shall provide management and technical expertise in communications engineering with an emphasis on distribution systems for highly complex and critical communications projects.

1.3.4.1.2. The contractor shall provide communications engineering services that provide optimal technical solutions early in the planning and design phases, meet essential mission requirements, and identify and mitigate potential risks.

1.3.4.1.3. The contractor shall specify, design, implement, test, integrate, and support requirements for Air Force and DHA IT infrastructure to meet mission requirements and regulatory constraints. The contractor shall provide a communications action plan and document IT infrastructure in technical writing and reports.

1.3.4.1.4. The contractor shall provide engineering support and technical solutions in the area of communications engineering services. Examples of such services are: Designing, implementing, troubleshooting, testing, and integrating.

1.3.4.1.5. The contractor shall review designs for engineering accuracy, technical adequacy, and compliance with applicable standards. Skills shall be demonstrated in the technical documentation writings and reports.

1.3.4.1.6. The contractor shall provide engineering solutions for accuracy, completeness, scope, and compliance with applicable standards. All changes must be approved by the CIO.

1.3.4.1.7. The contractor shall meet with project managers and users to solicit project requirements. The contractor shall also provide optimum technical solutions for implementation. The contractor shall document changes in project requirements approved by the CIO in the Software Design Description (SDD).

1.3.4.1.8. The contractor shall provide communication installation and maintenance management support. This support includes installation and maintenance of network hardware, software (Apps), and peripheral equipment.

1.3.4.1.9. The contractor shall provide technical and management support for future efforts to transition to new technologies and platforms. For example, integrating technologies and complying with guidance from the Theater Medical Information Program – Joint, Theater Medical Information Program – Air Force, HQ AMC/A6 and higher headquarters, and DHA locations as specified.

1.3.4.2. AGILE SOFTWARE SUPPORT / LIFECYCLE MANAGEMENT. Tasks include the following:

1.3.4.2.1. The contractor shall perform full life cycle management including requirements, design, and documentation, coding, and testing of new or existing software (Apps). The contractor shall define and recommend system enhancements and solutions, review schedules and make recommendations to the COR, and design and recommend Commercially available off-the-shelf (COTS) or custom solutions to satisfy user requirements to include the AMC awards program, a custom build program that tracks annual medical award nominations, scoring and outcome of yearly submissions.

1.3.4.2.2. The contractor shall evaluate COTS and other solutions to support applications, automated information technology, and other special equipment requirements. The contractor shall actively evaluate features and functionalities of COTS and other solutions for opportunities to correct inefficiencies and errors. The contractor shall recommend solutions to the COR in writing. This recommendation includes established efforts to migrate current software (Apps) to updated platforms chosen by the COR. The contractor shall assist the Government by testing Government chosen products and make recommendations to the COR. The contractor shall complete the New IT Specification Document for all new, CIO approved IT equipment.

1.3.4.2.3. The contractor shall integrate current and new/upgraded IT systems and applications while not adversely affecting operations. Any change made to the proposed initial software must be documented with a Software/Firmware Change Request.

1.3.4.2.4. The contractor shall demonstrate the software is integrated into the intended system configuration. The contractor shall provide an Interface Requirements Specification (IRS), Interface Design Description (IDD), and Software Design Description (SDD) with initial software design.

1.3.4.2.5. The contractor shall provide software application training for AF EHR Software Government and contractor key technical personnel, functional help desk personnel, trainers, testers, and others as designated by the COR for each release. The contractor shall provide a Training Conduct Support Document (TCSD) and Training Lesson (TL).

1.3.4.2.6. The contractor shall support the customer by providing recommendations, installation, and maintenance of remote devices, supporting communication requirements to include Wireless Local Area Network (WLAN), Video, Voice over Internet protocol (VOIP) broadcasting capabilities, and peripheral equipment in a continually changing communications environment.

1.3.4.2.7. The contractor shall provide network engineering and infrastructure recommendations to the CIO for approval.

1.3.4.2.8. The contractor shall acquire architectural data at no cost to the Government through documentation searches and contacts with Government and industry SME’s. The contractor shall translate this information into working architecture models that become property of the Government to use for critical design, budgeting, and decision-making purposes.

1.3.4.3. LOCAL AREA NETWORK. Tasks include the following:

1.3.4.3.1. The contractor shall configure internal switches/routers.

1.3.4.3.2. The contractor shall manage and configure servers.

1.3.4.3.3. The contractor shall monitor network performance and report performance of network uptime, network latency, and other data IAW procedures provided by the COR.

1.3.4.3.4. The contractor shall maintain Local Area Network (LAN) security.

1.3.4.3.5. The contractor shall maintain the network tape backup, functional and file servers, and network monitoring equipment.

1.3.4.3.6. The contractor shall perform network diagnostics and respond to results, such as network latency issues.

1.3.4.3.7. The contractor shall maintain connectivity to the NIPRNET and SIPRNET.

1.3.4.3.8. The contractor shall maintain LAN software to include medical-unique applications and future applications/software.

1.3.4.3.9. The contractor shall identify equipment in need of replacement and provide technical solutions. The contractor shall research solutions that are compatible with and meet all AF network interconnectivity standards. Any network equipment and associated peripherals must be organized, clean, and serviceable (to include communication closets, server room, and storage areas).

1.3.4.3.10. The contractor shall manage and troubleshoot connectivity issues with the NOSC, NCC, all Scott AFB communications agencies, AF, DHA, and DoD Agencies.

1.3.4.3.11. The contractor shall communicate directly with AF, DHA, and DoD communications agencies on all communications and network issues. The contractor shall be a main POC for the base Communications Squadron other base communications agencies, for the detection, identification, and remediation of all network intrusions. The contractor shall keep the COR and DHA RMF Team updated on any intrusions and the status of the remediation efforts on both NIPR and SIPR.

1.3.4.3.12. The contractor shall serve as technical advisor on working groups involving any communications or information technology issues and will keep the COR updated on any issues and their respective resolutions.

1.3.4.3.13. The contractor shall provide LAN management and infrastructure support IAW Combat Information Transport System (CITS) Network Operations/Information Assurance (NO/IA) framework.

1.3.4.3.14. The contractor shall use multiple network monitoring tools. The contractor shall maintain the integrity of LAN security and monitoring remote access. The contractor shall periodically review all network related equipment for possible problems and determine if the current equipment meets current operating requirements. If any equipment is determined to be substandard, a technical solution shall be developed in conjunction with the AMC/SG and 375 MDG on the best course of action for either replacement or upgrade. The contractor will only make recommendations.

1.3.4.3.15. The contractor shall perform system administration, operation, and maintenance. The contractor shall install, operate, and maintain various server operating systems (i.e., Windows Server and VMWare hosts). The contractor shall support hardware platforms, such as SUN, Dell, Gateway, HP, and Micron, in both server and workstation models, including various Redundant Array of Independent Disks (RAID) configurations.

1.3.4.3.16. The contractor shall provide backup and recovery operations for all centrally managed servers and critical data utilizing criteria, equipment, and off- site facilities provided by the Government. The contractor shall implement a complete backup solution for the continuity of operations in the event of catastrophic server failure or loss of building facilities. All backup media shall be stored in Government approved containers to ensure availability during a contingency. All media shall be stored according to DoD, AF, DHA, and HIPAA regulations. Backup event logs shall be monitored daily to ensure successful completion, which shall allow troubleshooting of backup failures and reconfiguration of hardware or software. All software currently in use shall be maintained on-site in an approved fire-proof container; this software shall include any medical-specific applications requiring local installation.

1.3.5. En Route Care MODULE. The AE and CCATT EHR will be collectively referred to as the ERC (En-Route Care) from this point forward. Tasks include the following:

1.3.5.1. The contractor shall support and attend meetings and conferences necessary for the sustainment of the ERC capability and in support of HQ AMC/SG Information Management and Information Technology program integration.

1.3.5.2. The contractor shall provide a written Contractor’s Progress, Status and Management Report.

1.3.5.3. The contractor shall provide a Technical and Management Work Plan. The contractor shall host a monthly meeting with the COR at an agreed upon location on SAFB to review and update the Contractor’s Technical and Management Work Plan.

1.3.5.4. The contractor shall provide operational support to include fielding, technical expertise, maintenance, and sustainment for hardware, software (Apps), and technical writing to maintain mission readiness. The contractor shall configure, integrate, distribute, and troubleshoot various Personal Computer (PC)-based microcomputers, printers, and associated software applications which may include COTS and locally- developed utilities and application software. The contractor shall provide initial responses to the COR for technical support in a timely manner.

1.3.5.5. The contractor shall provide planning, analysis, troubleshooting, integration, installation, operations, maintenance, training, documentation, and administration services for existing and future EHR and integrated medical IT systems.

1.3.5.6. The contractor shall provide technical support through the analysis and assessment of equipment reliability, capability and performance, in-depth troubleshooting and fault isolation, preparation of analysis to support recommendation of hardware to include technical refreshment to meet operational requirements. The contractor shall provide research on new IT equipment specifications for upgrade efforts.

1.3.5.7. The contractor shall provide technical support through the analysis of software applications, perform repair and maintenance, configuration management, and resolution of integration problems, and make appropriate enhancements as approved by CIO to existing systems as well as assist customers in identifying their requirements and problems.

1.3.5.8. The contractor shall provide technical support through the development of technical writing, to include initial user training materials, end user troubleshooting, and field configuration instructions.

1.3.5.9. The contractor shall coordinate all medical IT capability degradations, outages, and resolutions with appropriate agencies or activities.

1.3.5.10. The contractor shall provide user training in desktop publishing, end-user security awareness, telecommunications, operating systems, software packages, and Air Force Standard Desktop Configuration (SDC) as included in the ERC package.

1.3.5.11. The contractor shall receive, track, coordinate, and resolve job requests, from receipt through completion, using existing Government applications. All customer requests are managed IAW established parameters and keep the COR apprised of significant changes in workload status via the monthly meeting.

1.3.5.12. The contractor shall provide coordination of logistical support for ERC systems at existing and proposed fielding sites. Fielding support might include in-person meetings with Government representatives. Sites to be supported include all Active Duty, Guard, and Reserve bases with Aeromedical Evacuation Squadrons, patient staging activities, and Critical Care Air Transport Teams (CCATT). The contractor shall provide an Integrated Logistics Support Plan (ILSP)

1.3.5.13. The contractor shall maintain the centralized hardware tracking system which supports hardware problem resolution and distributes general information concerning security updates and group policies. The technical assistance service information might be reviewed by Government personnel periodically for quality assurance.

1.3.5.14. The contractor shall coordinate with COR to address interoperability and connectivity issues for the network, which may include recommendations and requirement for reconfiguration and relocation of Local/Wide Area Network (LAN)/(WAN) equipment to meet operational requirements.

1.3.5.15. The contractor shall conduct continuous process improvement using customer feedback, analysis, and audits.

1.3.5.16. En Route Patient Staging System (ERPSS) Locations: The contractor shall manage workstation configuration and integration tasks required to connect workstations to the LAN/WAN environment so workstations can access LAN resources including print queues, CD ROM resources, E-Mail, group calendaring information, medical EHR system hosts, Internet-based resources, and other resources.

1.3.5.17. ELECTRONIC HEALTH RECORD SPECIFIC TASKS. The contractor shall support and attend meetings and conferences necessary for the development, deployment, and sustainment of the ELECTRONIC HEALTH RECORD and in support of HQ AMC/SG IM/IT program integration.

1.3.5.18. SUPPORT SERVICES FOR ERC MODULE. The contractor shall provide system support (Level 1 and Level 2) via telephone and in-person training as required. Each level reflects the commonly accepted industry level of support for help desk services and has been tailored to address the anticipated IM/IT support requirements effectively and efficiently.

1.3.5.19. The contractor shall support operational global CCATT and other medical exercises where electronic health records are used on site.

1.3.5.20. The contractor shall support mobile Aeromedical Evacuation Patient Staging Course (AEPSC) on site.

1.3.5.21. The contractor shall prepare and support all medical electronic health equipment during and prior to global exercises.

1.3.5.22. When requested, the contractor shall support exercises and training events with properly configured EHR equipment. If AMC is utilizing an interim solution prior to the Joint Operational Medical Information Systems Health Care Delivery JOMIS HCD releases, the contractor shall provide SGXM with equipment images and instructions for use on WRM equipment.

1.3.5.23. LEVEL 1 and 2 SUPPORT

1.3.5.23.1. LEVEL 1 SUPPORT INCLUDES:

1.3.5.23.1.1. The contractor shall provide routine troubleshooting and maintenance of ERC (and potential new replacements) system module hardware including servers, clients, printers, and network hardware.

1.3.5.23.1.2. The contractor shall provide routine troubleshooting of ERC and potential new replacement system TCP/IP configuration and operating systems errors.

1.3.5.23.1.3. The contractor shall verify server and client configurations and interfaces with local IA and networking entities for network connectivity.

1.3.5.23.2. LEVEL 2 SUPPORT INCLUDES:

1.3.5.23.2.1. The contractor shall provide guidance and policy on the ERC, and potential new replacements system supportability.

1.3.5.23.2.2. The contractor shall prepare the appropriate documentation for damaged or broken ERC and potential new replacement(s) systems for repair.

1.3.5.23.2.3. The contractor shall re-image ERC Module systems into server and client computers IAW DoD standards and agency guidelines to include all post-installation tasks.

1.3.5.23.2.4. The contractor shall provide and install Service Packs and updates IAW IA policies.

1.3.5.23.2.5. The contractor shall provide system administration for ERC software.

1.3.5.23.2.6. The contractor shall escalate any undeliverable support requests to COR for further guidance.

1.3.5.23.2.7. The contractor shall perform Pre-Deployment and new equipment training.

1.3.6. WEB BASED SERVICES. The contractor shall provide web-based services. Examples of such services are COTS and locally-developed SharePoint sites and Enterprise Information Management (EIM) applications.

1.3.6.1. The contractor shall perform full life cycle management including requirements, design, documentation, coding, and testing of new or existing software. The contractor shall define and recommend system enhancements and solutions; review schedules and make recommendations to the COR; and recommend COTS or custom solutions to satisfy user requirements.

1.3.6.2. The contractor shall provide web-based tools that integrate internet, intranet, content management, and document management.

1.3.6.3. The contractor shall plan, operate, maintain, administer, and optimize multiple web-based service environments. The contractor shall maintain, administer, install, and configure enterprise servers and farms.

1.3.6.4. The contractor shall perform disaster recovery through backup, restoration and support analyses of various replication tools. The contractor shall plan, operate, maintain, administer, and optimize the replication tools and replication plans between geographically diverse user locations with occasional or limited network connectivity.

1.3.6.5. The contractor shall provide support to COTS and locally-developed applications, troubleshooting custom deployments, applications, and server performance issues.

1.3.6.6. The contractor shall support enterprise infrastructure with deployment, maintenance, health, and performance monitoring. The contractor shall implement best practices, communicate best use scenarios and recommendations, and plan for future installations based on the evolution of web-based service software and related products.

1.3.6.7. The contractor shall manage end user account permissions and access rights IAW AFI 17-130 Cybersecurity Program Management and/or DHA directives IAW place of work.

1.3.6.8. The contractor shall develop, configure, and maintain document libraries, enterprise lists, and site collections as needed.

1.3.6.9. The contractor shall develop and distribute training material on efficient and effective tool/application use and provide training to users with varying levels of skill.

1.3.6.10. The contractor shall resolve user issues with web-based services. Provide common end-user support, including setting up document libraries, setting up custom lists, and setup of library templates, permissions, web part configuration, and workflows.

1.3.6.11. The contractor shall perform maintenance and disposition of data stored in web- based services.

1.3.6.12. The contractor shall maintain security administration through monitoring and administering Database Management System (DBMS) security constraints, such as removing users, administering quotas, auditing, and checking for security problems.

1.3.6.13. The contractor shall analyze data stored in databases and make recommendations to the COR relating to performance, efficiency, and protection of data. The contractor shall customize applications and software for clients, collaborate with a cross section of stakeholders to understand user requirements for flexibility, and adapt configuration locally as changes in priority or business need dictate. Participate in and recommend best practices for the implementation of applications and software, apply standards and templates IAW DoD and specific client direction, and work with other administrators both Government and contractors. Support web design architecture, administration, development, project management, and business analysis and develop multiple application and software platforms. Perform administration functions, including deploying code solutions, server optimization, server management, term store maintenance, taxonomy, content deployment, web and service applications, content management, and basic site administration. Meet with end-users and stakeholders to gather requirements and create functional and technical documents, user acceptance test scripts, and project implementations in the Software Center Operator Manual (SCOM). Provide customization with common languages, for example: HTML, CSS, JavaScript, XML, XSLT, jQuery, and SharePoint search, use SharePoint Designer and customize master pages, page layouts, web parts, and create simple to complex lists, views, and library configurations.

1.3.7. TELECOMMUNICATIONS SYSTEM SUPPORT. The contractor shall support and maintain telecommunications systems to support HQ AMC/SG, 375 MDG, and the ERC program.

1.3.7.1. TELEPHONES AND CELLULAR DEVICES. Tasks include the following:

1.3.7.1.1. The contractor shall manage the cellular phone program including service activation/deactivation, inventory management and monitoring of usage IAW governing regulation, directives, and policy.

1.3.7.1.2. The contractor shall provide support for email on cellular smartphones.

1.3.7.1.3. The contractor shall provide maintenance and technical support for Voice over Secure Internet Protocol (VoSIP) phone sets, systems, and service.

1.3.7.2. AUTOMATED CALL DISTRIBUTION (ACD) System. ACD System tasks are in support of 375 MDG only.

1.3.7.2.1. The contractor shall maintain and install Avaya, Nortel, Cisco, and T- Metrics Automated Call Distribution servers and provide all aspects of ACD administration. The contractor shall use all operating system commands, utilities, and all system specific tools.

1.3.7.2.2. The contractor shall assist, install, configure, and deploy the ACD system. The contractor shall assist with any ACD installation projects from start to finish, including installing and configuring telephone soft clients on PCs. The contractor shall assist in establishing call trees, recording voiceovers, installing the client on workstations, and providing user training. The contractor shall help design and implement call trees throughout all clinics, customized for each clinic’s needs.

1.3.7.2.3. The contractor shall assist as back-up system administrator for the centralized network- based ACD server.

1.3.7.2.4. The contractor shall monitor daily system performance measurements, all system logs, and daily transaction logs utilizing the web administration interface to so that the system is operating as efficiently as possible and all data transfers are processed on schedule, performing all required maintenance tasks.

1.3.7.2.5. The contractor shall assist maintaining the ACD server with current patches and software upgrades.

1.3.7.2.6. The contractor shall ensure all required users have the most current client software installed (Apps), have adequate user licenses available, and sufficient application specific training to deploy the user’s workstation, so users can perform any task required of their duty position using the ACD client application.

1.3.7.2.7. The contractor shall assist in recording all inbound and outbound calls to the ACD software capabilities.

1.3.7.3. VIDEO TELECONFERENCING. Tasks include the following:

1.3.7.3.1. The contractor shall provide video teleconference support following SIPR Global Video Services (GVS) protocols and NIPR Microsoft teams.

1.3.7.3.2. The contractor shall prepare and facilitate secure and unsecure video teleconferences utilizing GFE provided equipment.

1.3.7.3.3. The contractor shall support conference requirements, to include coordinating conference schedules among all attendees and establishing the method of delivery for conferences.

1.3.7.3.4. The contractor shall make video teleconferencing equipment available and ready prior to teleconference start times.

1.3.7.3.5. The contractor shall troubleshoot system hardware and software problems. If problems exist with a warranty item, the contractor is responsible for contacting the vendor to resolve the problem. If a warranty does not exist, the contractor shall contact the COR for resolution.

1.3.8. SERVICE DESK. Contractor shall provide service desk support. Examples of such services are: Maintaining workstations with current software; configuring, applying, and troubleshooting software upgrades; performing diagnostics and recovery procedures; managing software licenses; providing support, troubleshooting and training for hardware and software applications; replacing obsolete equipment; reformatting/reimaging systems; installing hardware and software upgrades; providing diagnostic services and system recovery; sanitizing and preparing for shipment or disposal of obsolete equipment/systems; answering incoming calls; logging, updating and closing trouble tickets in a tracking system provided by the COR; configuring workstations; maintaining access control lists; and performing user account maintenance. Examples of such services are: User additions, deletions, and modifications.

1.3.8.1. The contractor shall provide service or “help” desk support. Service desk support shall be available during regular duty hours to support HQ AMC/SG staff and the 375 MDG. ERC program support must be available 24/7.

1.3.8.2. The contractor shall resolve customers’ administrative and technical problems according to their administrative rights via voice, written, or remote-control activities.

1.3.8.3. The contractor shall document Service Desk trouble calls as trouble tickets. Trouble calls might be received via various user contact mediums such as telephone calls, e- mail or web- based interfaces.

1.3.8.4. The contractor shall collect information for service requests through the Help Desk support management tool (i.e., Remedy, ServiceNow) and via telephone or e-mail as appropriate.

1.3.8.5. The contractor shall respond to all problem calls and resolve issues internally based on priorities established by the COR. All issues that require external support shall be dispatched by the contractor with the approval of the COR to the appropriate source which might include warranty service providers and external software vendors.

1.3.8.6. The contractor shall track all open support tickets to resolution.

1.3.8.7. The contractor shall maintain information on methods used by the contractor or outside source to resolve previous incidents or create a record for future reference if the incident has not been experienced previously. The contractor shall track trouble calls. If a trouble call requires a level of authorization above the contractor’s administrative rights to resolve, the contractor shall elevate those calls to the Major Command (MAJCOM) Communications Coordination Center (MCCC), Integrated Network Operations Service Center (iNOSC), DISA, or other applicable agencies based on the level of network for resolution and shall monitor…