DRAFT PWS Posted with RFI_CIS Staff Contract 24x7_10month base.pdf

TRANSFORMATION TWENTY-ONE TOTAL TECHNOLOGY

NEXT GENERATION (T4NG)

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology (OIT) Solutions Delivery (SD)

Enterprise Messaging, Collaboration and Authentication Staff Contract 24x7

Date: August 13, 2020

TAC- VA-21-00003763

Task Order PWS Version Number: 1.2

TAC Number: VA-21-00003763

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

3.1 APPLICABILITY

3.2 ORDER TYPE

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

4.2 PLACE OF PERFORMANCE

4.3 TRAVEL OR SPECIAL REQUIREMENTS

4.4 CONTRACT MANAGEMENT

4.5 GOVERNMENT FURNISHED PROPERTY

4.6 SECURITY AND PRIVACY

4.6.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

5.1.2 TOOLS TRAINING

5.1.3 PRIVACY & HIPAA TRAINING

5.1.4 REPORTING REQUIREMENT

5.1.5 TECHNICAL KICKOFF MEETING

5.1.6 WORK PLAN

5.1.7 ON-BOARDING SUPPORT

5.1.8 OFF-BOARDING SUPPORT

5.2 ADMINISTRATION AND OPERATIONAL SUPPORT FOR Endpoint

EngIneering

5.3 help desk tickets

5.3.1 – Support Requests and Outages

5.3.2 – Queue Watcher

5.3.3 – Service Level Agreement (SLA)

5.3.4 - Standard Operating Procedure (SOP)

5.4 Microsoft 365 (14 STAFF MEMBERS)

5.4.1 – Enterprise Messaging

5.4.2 – Azure Information Protection and Azure RMS Administration and Operational Support

5.4.3 – Teams

5.4.4 Mobility

5.4.5 SharePoint

5.5 e-Discovery (1 STAFF MEMBER)

5.6 SECURITY TECHNICIAN ADMINISTRATION AND OPERATIONAL SUPPORT

FOR SD (2 STAFF MEMBERs)

5.6.1 - PKI Services

5.7 Enterprise Endpoint Engineering (SCCM) (3 STAFF MEMBERS)

5.8 TRANSITION PLAN

5.9 OPTION PERIOD ONE

5.10 OPTION PERIOD TWO

5.11 OPTION PERIOD THREE

5.12 OPTION PERIOD FOUR

6.0 GENERAL REQUIREMENTS

6.1 PERFORMANCE METRICS

6.2 SECTION 508 – INFORMATION AND COMMUNICATION TECHNOLOGY

(ICT) STANDARDS

6.2.1 COMPATIBILITY WITH ASSISTIVE TECHNOLOGY

6.2.2 ACCEPTANCE AND ACCEPTANCE TESTING

6.3 SHIPMENT OF HARDWARE OR EQUIPMENT

6.4 ENTERPRISE AND IT FRAMEWORK

APPENDIX A ................................................................... Error! Bookmark not defined.

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Solutions Delivery (SD), Endpoint Engineering (EE) is to provide benefits and services to Veterans of the United States. In meeting these goals, OIT strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans’ health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals.

Solutions Delivery (SD) in partnership with Microsoft will support all Microsoft 365 applications. This includes and not limited to Microsoft Messaging /Outlook, Azure RMS, Teams, OneDrive, and SharePoint under the Microsoft 365 tenant. DS includes but not limited to System Center Configuration Manger (SCCM), Intune, Public Key Infrastructure (PKI) and other DS related products. Another component of EE’s responsibility is on premises systems / applications that relate to aforementioned enterprise environments.

2.0 APPLICABLE DOCUMENTS

The Contractor shall comply with the following documents, in addition to the documents in Paragraph 2.0 in the T4NG Basic Performance Work Statement (PWS), in the performance of this effort:

1. “Veteran Focused Integration Process (VIP) Guide 3.2”, December 2018, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

3.0 SCOPE OF WORK

The Contractor shall provide project management, administrative and operational support for Exchange 2016, Microsoft 365, Teams, eDiscovery, Azure RMS, Mobile Messaging, Server 2012 / 2016/2019, PKI, SCCM and SharePoint. The Contractor shall provide on-site support to SD with the primary office located in building 215 located on the Hines VAMC, IL campus. The scope of this work is of national importance as it affects VA as a whole – VA offices are staffed on a 24 X 7 X 365 basis – to work with the hospitals nationally together with the OIT Enterprise Systems.

3.1 APPLICABILITY

This Task Order (TO) effort PWS is within the scope of paragraph(s) 5.2, 5.3, 5.4, 5.5, 5.6, and 5.7 of the T4NG Basic PWS.

3.2 ORDER TYPE

The effort shall be proposed on Firm Fixed Price (FFP) basis.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The period of performance shall be one 10-month base period from December 22, 2020 12:00AM EST to October 22, 2021 at 11:59PM EST with four option periods of 12 months each.

4.2 PLACE OF PERFORMANCE

Tasks under this Task Order (TO) shall be performed in VA facilities located in:

Hines Information technology Center (HITC), Building 215, 1st Ave and Cermak Road, Hines, IL 60141;

Work may be performed at remote locations with prior approval of the Program Manager (PM). The Contractor shall maintain onsite presence during business hours, which are Monday through Sunday, 12AM – 12PM. After-business-hours, emergency, and pre-approved scheduled work may be performed at remote locations with prior approval of the VA program manager as stated in this PWS.

4.3 TRAVEL OR SPECIAL REQUIREMENTS

The Government does not anticipate travel to perform the tasks associated with the effort, barring an emergency.

Emergency travel option: Emergency travel shall be available to the contractors as an optional request, should the need arise.

4.4 CONTRACT MANAGEMENT

All requirements of Sections 7.0 and 8.0 of the T4NG Basic PWS apply to this effort.

This TO shall be addressed in the Contractor’s Progress, Status and Management Report as set forth in the T4NG Basic contract.

4.5 GOVERNMENT FURNISHED PROPERTY

VA shall provide office space, computers, network connectivity, and telephones. The contracting staff shall have access to VA specific systems/network as required for execution of the task via a domain accessible mail enable account with remote access technology (e.g. Citrix Access Gateway (CAG), or Virtual Private Network (VPN).

Onsite and remote access will allow access to VA specific software such as Service Now and Microsoft 365.

VA shall provide e-Tokens in order to access VA resources such as but not limited to 0365 environment, The Contractor shall not transmit, store or otherwise maintain sensitive data or products in Contractor systems (or media) within the VA firewall IAW VA Handbook 6500.6 dated January 30, 2011. All VA sensitive information shall be protected at all times in accordance with local security field office System Security Plans (SSP’s) and Authority to Operate (ATO)’s for all systems/LAN’s accessed while performing the tasks detailed in this PWS.

Based upon the Government assessment of remote access solutions and requirements of this TO, the Government estimates that 21 VA standard GFE will be required by this

PWS

The Government will not provide IT accessories including but not limited to Mobile Wi-Fi hotspots/wireless access points, additional or specialized keyboards or mice, laptop bags, extra charging cables, extra Personal Identity Verification card readers, peripheral devices, or additional Random Access Memory (RAM).

The Contractor is responsible for providing these types of IT accessories in support of the TO as necessary and any VA installation required for these IT accessories shall be coordinated with the COR.

The Status of Government Furnished Equipment Report under the T4NG Basic Contract requirements is applicable to this TO and shall be delivered to the COR/VA PM as required.

4.6 SECURITY AND PRIVACY

All requirements in Section 6.0 of the T4NG Basic PWS apply to this effort. Specific TO requirements relating to Addendum B, Section B4.0 paragraphs j and k supersede the corresponding T4NG Basic PWS paragraphs, and are as follows,

j. The vendor shall notify VA within 24 hours of the discovery or disclosure of successful exploits of the vulnerability which can compromise the security of the Systems (including the confidentiality or integrity of its data and operations, or the availability of the system). Such issues shall be remediated as quickly as is practical, but in no event longer than 10 workdays.

k. When the Security Fixes involve installing third party patches (such as Microsoft OS patches), the vendor will provide written notice to VA that the patch has been validated as not affecting the Systems within 10 working days. When the vendor is responsible for operations or maintenance of the Systems, they shall apply the Security Fixes within 15 days.

All requirements in Section 6.0 of the T4NG Basic PWS apply. Addendum B requirements have been tailored to reflect the security and privacy requirements of this specific TO.

4.6.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

In accordance with VA Handbook 0710, Personnel Security and Suitability Program, the position sensitivity and the level of background investigation commensurate with the required level of access for the following tasks within the PWS are:

Position Sensitivity and Background Investigation Requirements by Task

Task Number Tier1 / Low Risk Tier 2 / Moderate Risk

Tier 4 / High Risk

5.1 5.2 5.3 5.4 5.5 5.6 5.7

The Tasks identified above, and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 PROJECT MANAGEMENT (1 Staff Member)

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline and tools to be used in execution of this TO effort. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the TO.

The Contractor shall update and maintain the VA Program Manager (PM) approved CPMP throughout the PoP.

Deliverable:

A. Contractor Project Management Plan

5.1.2 TOOLS TRAINING

The Contractor shall complete all VA TMS and on-site training courses as required by the PM as the VA implements an Agile/DevOps platform toolset during the period of performance.

Contractors who have completed these VA training courses within the past 24 months and have furnished certificates will not be required to re-take the training courses.

A. VA Training Certificates

5.1.3 PRIVACY & HIPAA TRAINING

The Contractor shall submit TMS training certificates of completion for VA Privacy and Information Security Awareness and Rules of Behavior and Health Insurance Portability and Accountability Act (HIPAA) training, and provide signed copies of the Contractor Rules of Behavior in accordance with Section 9, Training, from Appendix C of the VA Handbook 6500.6, “Contract Security”.

Deliverables:

A. VA Privacy and Information Security Awareness and Rules of Behavior Training Certificate

B. Signed Contractor Rules of Behavior C. VA HIPAA certificate of completion

5.1.4 REPORTING REQUIREMENT

The VA requires the following performance measures:

a. 80% of all daily requests will be accomplished within the workday reported.

b. The remaining 20% have the following breakout:

a) 10% of all daily requests will be accomplished within a 48-hour period reported.

b) 10% of all daily requests will be accomplished within a 72-hour period reported.

The contract will prepare weekly, monthly and quarterly reports, in electronic format. All trouble tickets and support activities for which final reports have been issued. This report will include:

The information required in the facility reports, An identification of how many facilities are included in the report, The number of facilities at which each vendor was found to have claim; and a further analysis to recommend any systemic changes beyond those at the facility level, which need to be made to prevent future errors of the types detected

Deliverables:

A. Status Reports

5.1.5 TECHNICAL KICKOFF MEETING

A technical kickoff meeting shall be held within 10 days after TO award. The Contractor shall coordinate the date, time, and location (can be virtual) with the Contracting Officer (CO), as the Post-Award Conference Chairperson, the VA PM, as the Co-Chairperson, the Contract Specialist (CS), and the COR. The Contractor shall provide a draft agenda to the CO and VA PM at least five (5) calendar days prior to the meeting. Upon Government approval of a final agenda, the Contractor shall distribute to all meeting attendees. During the kickoff-meeting, the Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort via a Microsoft Office PowerPoint presentation. At the conclusion of the meeting, the Contractor shall update the presentation with a final slide entitled “Summary Report” which shall include notes on any major issues, agreements, or disagreements discussed during the kickoff meeting and the following statement “As the Post-Award Conference Chairperson, I have reviewed the entirety of this presentation and assert that it is an accurate representation and summary of the discussions held during the Technical Kickoff Meeting for the <insert title of effort>.”

The Contractor shall submit the final updated presentation to the CO for review and signature within three (3) calendar days after the meeting. The Contractor shall also work with the CS, the Government’s designated note taker, to prepare and distribute the meeting minutes of the kickoff meeting to the CO, COR and all attendees within three

(3) calendar days after the meeting. The Contractor shall obtain concurrence from the CS on the content of the meeting minutes prior to distribution of the document.

Deliverables:

A. Technical Kickoff Agenda and Briefing Slides B. Technical Kickoff Meeting Minutes

5.1.6 WORK PLAN

The purpose of the bi-weekly (every two weeks) work plan is to provide a tool to allow VA to effectively manage this TO as well as reprioritize activities on a bi-weekly basis.

The Contractor shall prepare a Bi-Weekly Work Plan, which includes information on all activities currently ongoing as part of this contract. Specifically, the Bi-Weekly Work Plan shall include the following data elements for each activity ongoing under this PWS:

1. Project and specific activities

2. Overview and description of the activity

3. Overall high level assessment of progress of the activity

4. All work in-progress and completed for the activity during the period

5. Identification of any contract related issues uncovered during the previous period and especially highlight those areas with a high probability of impacting schedule, cost or performance goals and their likely impact on schedule, cost, or performance goals

6. Explanations for any unresolved issues, including possible solutions and any actions required of the Government and/or Contractor to resolve or mitigate any identified issue, including a plan and timeframe for resolution

7. Status on previously identified issues, actions taken to mitigate the situation and/or progress made in rectifying the situation.

8. Work planned for the subsequent period.

9. Current activity schedule overlaid on original activity schedule showing any delays or advancement in schedule

10. Current expenditures overlaid over the original budget showing any deviations in the actual expenditures versus the original budget and versus the current budget.

11. Workforce staffing data showing all Contractor personnel performing on the effort during the previous period. After the initial labor baseline is provided, each Bi- Weekly Work Plan Report shall identify any changes in staffing identifying each person who was added to the activity, removed, and/or moved from one product to another from the task order. This should also include any planned travel for the activity.

12. Original schedule of deliverables and the corresponding deliverables made during the previous period.

13. Bi-Weekly-On-Boarding Status Reports in electronic form. This data shall include but is not limited to status of personnel during on-boarding activities including anticipated personnel, training status and Security Clearance status.

14. Strategic Planning-Analysis Activity Summary.

Additionally, the Contractor shall conduct a bi-weekly meeting to present the Bi-Weekly Work Plan. These reports shall not be the only means of communication between the Contractor, COR and the PgM/PM to advise of performance/schedule issues and to develop strategies for addressing the issues. The Contractor shall continuously monitor performance and report any deviation from the CPMP or previous Work Plan to the COR and PgM/PM during routine, regular communications. The Contractor shall respond to all COR queries related to project milestones and schedule within four (4) business hours of receipt of written request.

A. Bi-Weekly Work Plan

5.1.7 ON-BOARDING SUPPORT

The Contractor shall assist SD with onboarding of all Contractor staff. The Contractor shall:

1. Collect signed rules of behavior documents, signed non-disclosure agreements, training certificates, applications for access to VA information systems, Personal Identity Verification (PIV) card requests and other related information, for assigned Product Team’s, and provide secure storage for the documents and files, in accordance with VA guidance.

2. Provide the documents, files and information to the VA PM, COR or IT staff for review/approval/signature, when requested, to support VA’s on-boarding process for granting access to VA systems.

3. Prepare and submit access requests, including TMS applications, PIV card applications, and current VA approved contractor request forms. After receipt of a favorable Special Agreement Check (SAC) determination, and COR approval, the Contractor shall create Helpdesk tickets to request VA user accounts (for e-mail and remote access).

4. Monitor the submission of the artifacts and follow up to assure that all artifacts submitted are complete and correct. The Contractor shall track VA system access requests, for assigned Product Team’s, to completion.

5. Specifically, track and report on the status of Health Portfolio onboarding of personnel as follows:

a. Upon COR approval, contact VA's Security Investigations Center (SIC) requesting the SAC and OPM background investigation status documentation by e-mail and-or by telephone.

b. Upon COR approval, request VA access for the subject using the intranet-based Computer Access Request site that resides inside of the VA network. Provide all information to complete the on-line version of a Computer Access Request Form and upload the required certificates as PDF files: Contractor Rules of Behavior, Non-Disclosure Agreement, Training Certificates, and the proof of SAC approval (the SAC approval can be an e-mail from the SIC or a report from the SIC). Notify the COR that the form is ready for approval, signature, and submission.

c. Coordinate with the TMS point of contact so that all Contractor personnel are listed under the proper supervisor (COR) and that contract start-end dates are accurate in TMS.

d. Provide a monthly Resource Management Report in the form of a spreadsheet that lists all personnel currently and formerly assigned across all EPMO Portfolio Teams (VA and Contractors). The spreadsheet shall contain, at a minimum, name, city nearest to work location, telephone, alternate e-mail, background investigation initiation and completion dates, a log of e-pas requests, and role. This spreadsheet shall reside on a VA SharePoint site in a location specified by the COR.

The Contractor shall provide a summary of the On-boarding Support activities in the Contractor’s Progress Status and Management Report (CPSMR).

Deliverables:

A. Monthly Resource Management Report B. Contractor’s Progress Status and Management Report

5.1.8 OFF-BOARDING SUPPORT

The Contractor shall manage the off-boarding process for VA access and to individual system/environment access for all Contractor SD staff. The Contractor shall prepare all forms necessary for termination of access to VA information systems, in accordance with VA guidance. The Contractor shall assist in confirming whether the GFE equipment, associated documentation, and PIV card has been returned to the proper receiving authorities in accordance with VA policy. All findings shall be documented in the Weekly Project Status Report required under this PWS.

5.2 ADMINISTRATION AND OPERATIONAL SUPPORT FOR ENDPOINT

ENGINEERING

All documentation associated with these tasks shall be maintained and tracked. The contractor shall provide the specific deliverables described below within the performance period stated in this PWS.

The Contractor shall work directly with the designated OIT Program Manager (PM), system administrators, and end-users to support the OIT Enterprise

System. This will require the contractor to monitor, intervene, and troubleshoot the OIT Enterprise System and Service Now (SNOW) or current ticketing system to ensure and improve its overall availability and functionality.

The contractor Program Manager shall be responsible for the overall implementation and activity of the contractor personnel. The contractor Program Manager shall coordinate OIT requirements with necessary contractor personnel to ensure that services are properly provided, meet regularly with the OIT technical team to review issues, and provide a weekly, monthly and quarterly status reports to the OIT Program Manager.

The OIT requires that the contractor will provide the minimum number of 21 staff members within the areas: 1 program manager, 14 to support Microsoft 365, 3 to support SCCM, 1 to support e-Discovery, and 2 to support PKI services.

5.3 HELP DESK TICKETS

5.3.1 – Support Requests and Outages

This is in support of sections 5.4 – 5.8. Dealing with issues ranging from Email to SCCM. It is understood that this will increase and decrease depending on rollouts and unforeseen issues.

5.3.2 – Queue Watcher

This would be a rotating position to triage tickets as the come into the queue. They will also responsible for escalating high priority tickets with appropriate groups within SD.

The queue watcher will also be responsible for assigning ticket more than thirty days old.

5.3.3 – Service Level Agreement (SLA) This will be covered under the SLA doc for standard responses and will need to be updated monthly.

https://dvagov.sharepoint.com/sites/OITCSSS/Shared%20Documents/Forms/AllItems.a spx

5.3.4 - Standard Operating Procedure (SOP)

SOP is the process of dealing with the tickets and steps to resolve them. This will be a dynamic document related to the latest application and issues being supported.

https://dvagov.sharepoint.com/sites/OITCSSS/Shared%20Documents/Forms/AllItems.a spx

5.4 MICROSOFT 365 (14 STAFF MEMBERS)

The contractor shall provide 24x7x365 support for all applications that are part of the VA’s Microsoft 365 tenant. The contractor shall provide end-to-end support for Microsoft 365 environments, and Active Directory using the VA Directive 6004 and VA Handbook 6500. This support includes, but not limited to SD supported Microsoft Exchange, Mobile email, Teams, Azure RMS, SharePoint and other MS applications that are included in the VA’s current and future Microsoft 365 tenet. This is in a hybrid state with

Microsoft 365, with the Active Directory on-premise being authoritative. At a minimum, this support shall include, but not limited to the following:

5.4.1 – Enterprise Messaging

Responsibilities:

Active Directory User Account Intra/Inter Domain Moves Limited user provisioning as Tier 3 support to the enterprise service desk Provision and configure Shared Mailboxes and Distribution Groups Monitor and address support requests in the Tier 3 ServiceNow ticket queue Possess basic PowerShell skills to bulk provision mailboxes/groups.

Monitor/resolve alerts associated to the messaging and collaboration infrastructure on-premises and in the cloud PKI encryption support in Outlook

5.4.2 – Azure Information Protection and Azure RMS Administration and Operational Support

Responsibilities:

Troubleshoot any end users’ issue that is related to Azure RMS Administer and manage AD RMS environment Monitor alerts received from On-Premise AD RMS systems Resolve Service Now incident tickets Systems Administer for 4 Windows Sever 2012 R2 and 4 SQL 2012 SQL Server Systems Administrator (4 SQL Servers 2012) SQL Server Database Administrator for 4 databases Monitor daily/weekly back up

5.4.3 – Teams

Responsibilities:

Administration and support of MS Teams application, this includes any future developments, enhancements and updates.

Support end user connectivity, including GFE standard mobile devices directly or indirectly related to Teams communication within the MS mobile app.

Administration, scheduling and support of Large meetings within Teams Live Events & Stream.

Creation and enhancement of Team’s related user knowledge articles, FAQ’s , training materials and SNOW KB articles

Licensing, activating and troubleshooting new users within the VA enterprise.

5.4.4 Mobility

Support and troubleshoot the Microsoft 365 mobile email client on mobile devices such as VA standard GFE devices iPhone, and iPad

5.4.5 SharePoint

Provide technical support of SharePoint Online site collection administrators Configure and troubleshoot SharePoint permissions Create and administer SharePoint Online site collections and sub-sites.

Create, customize, and support SharePoint lists and libraries Troubleshoot SharePoint Designer workflows and Power Automate flows.

Create, customize, and troubleshoot Microsoft InfoPath forms and data connections Provide technical support of Microsoft Teams integration with SharePoint and

OneDrive.

Utilize PowerShell to administer SharePoint Online sites, groups, users, and service configurations.

Maintain and customize SharePoint Online site collection templates such as

Communications sites, Microsoft 365 Group sites, Team sites, and Project sites.

Experience using Microsoft PowerApps to create SharePoint Online integrated forms and applications Experience using Microsoft Power Automate to create SharePoint online integrated Flows Provide technical support of OneDrive for Business including SharePoint Online personal site and OneDrive sync client issues.

Able to work independently to troubleshoot and solve technical problems

5.5 E-DISCOVERY (1 STAFF MEMBER)

Lead for V3Gate Tape Restoration vendor providing support for Legacy Exchange Mailbox Tape restores.

Performs Mailbox extractions in Microsoft 365 cloud for various VA clients – OIG, OGC, DOJ, ISO, VACO, VISN, AIB, etc.

Provide data mining support utilizing Microsoft Exchange Management Console, Microsoft Exchange Admin Center, Microsoft Active Directory, Microsoft PowerShell, Kroll On Track Power Controls, Mailbox History, VA Exchange Migration Portal, MDEM-LT Decryption Platform.

Receive, triage, manage, data mine, and track case requests and litigations from Congressional inquiries, Litigation, Office of Inspector General Investigations, Office of General Counsel, U.S. Merit Systems Protection Board inquires, Executive Management, Equal Employment Opportunity inquiries, Freedom Of Information Act inquiries, and administrative investigations. The contractor shall be responsible for responding to these requests inclusive of the following:

Reviewing Service Now (SNOW) tickets.

Facilitating the Collection Process.

Collecting email data (both encrypted and non-encrypted) Performing separations of Exchange ActiveSync (EAS), Rights Management

Service (RMS), VirtruPro & Secure/Multipurpose Internet Mail Extensions (SMIME) Encrypted Data to be Decrypted.

Decrypting EAS/RMS/SMIME.

Performing Mailbox Keyword Searches using Discovery Attender tool.

Restoring individual lost or missing mailbox items in Office 365 cloud.

Coordinating collection of Network Drive, Local Drive, One Drive, SharePoint and workstation data.

Create accounts and training to support Office of General Counsel reviews.

Manage eDiscovery and Microsoft 365 Administration through the Microsoft 365 admin center and Windows PowerShell cmdlets.

Provide eDiscovery support using Clearwell software (def: enterprise solution allowing one to manage legal, regulatory, and investigative matters within one application) and provide the resulting technical system recommendations for the data collection and generation.

Production, Sending and receiving data electronically through VA approved SAFE Electronic file transfer (or) copying data on to external media and shipping of media.

Support ITOPS in developing policies, procedures, and processes both written and process flow maps.

Provide support that will support ITOPS SMEs with eDiscovery requests in the Microsoft Exchange 2003, 2007, 2010 and 0365 environments utilizing eDiscovery tools.

Support for Class Action Lawsuits for the VA.

Perform Monthly Patching of eDiscovery servers.

5.6 SECURITY TECHNICIAN ADMINISTRATION AND OPERATIONAL SUPPORT

FOR SD (2 STAFF MEMBERS)

5.6.1 - PKI Services

Direct Customer service Provides PKI Services Technical Support to SD

Trouble shoot end user certificate usage issues Trouble shoot applicant certificate usage and validation issues Understanding of Microsoft Certificate services Understanding of Microsoft cryptographic modules and certificate validation Understanding of Simple Certificate Enrollment Protocol (SCEP) technology Understanding of Active Directory and Azure Active Directory Understanding of Microsoft PowerShell Knowledge of Linux and UNIX operating system

5.7 ENTERPRISE ENDPOINT ENGINEERING (SCCM) (3 STAFF MEMBERS)

The incumbent serves as a consultant for the Department of Veterans Affairs (DVA), IT Operations and Services (ITOPS), Office of Information and Technology (OIT), Solution Delivery (SD), Endpoint Engineering (EE), Enterprise Endpoint Management and Reporting (EEMR) division. Solution Delivery provides central engineering services and management of a technical framework promoting a cohesive, centralized technology vision across VA, which supports system optimization, integration and interoperability throughout the enterprise. Systems engineering is an interdisciplinary approach and means to enable the realization of successful systems, proceeding from concept to production to operation. SD incorporates the overall functions of the systems engineering discipline and works collaboratively with other parts of the VA organization to accomplish an overall goal of applying the systems engineering approach toward the realization of successful system solutions in the VA information technology environment. The Contractor shall work with the division director and other EEMR team members on the evaluation, analysis, planning, coordination, design, implementation, and Tier 3 support of VA’s national endpoint management and reporting infrastructure, with a specific focus on Microsoft Endpoint Manager, Microsoft System Center Configuration Manager (SCCM), Microsoft Intune, and Microsoft Azure technologies.

Architecture design, implementation, and support of Endpoint Management technologies within the VA Enterprise environment to include patch management, software distribution, operating system deployment, configuration management, asset management, and reporting.

Microsoft System Center Configuration Manager (SCCM)

Microsoft System Center Updates Publisher (SCUP)

Microsoft System Center Data Protection Manager (DPM)

Microsoft Endpoint Manager (MEM)

Microsoft Server Update Services (WSUS)

Microsoft System Center Operations manager (SCOM)

Microsoft System Center Orchestrator

Microsoft Failover Cluster manager (MSFCM)

Microsoft Hyper-V Manager

Microsoft SQL Server Management Studio

Microsoft Analysis Services Client Tools

Microsoft Power BI

Microsoft Visual Studio Enterprise

Windows PowerShell

Microsoft Intune mobile device management (MDM)

Microsoft Intune mobile app management (MAM)

Microsoft Azure Active Directory

Microsoft Windows Autopilot

1E NomadBranch

1E Active Efficiency

1E Tachyon

5.8 TRANSITION PLAN

The Contractor’s program manager as stated in section 5.1 in this PWS shall develop and deliver a Transition Plan 30 days prior to the end date of the contract and of each option year.

The following list is a Transition Checklist. The Contractor shall address each of the Transition Checklist items in the Transition Plan:

1. Inventory, review, evaluation, and transition of VA-furnished information and other items such as:

a. Hardware/software

b. Laptops/PCs

2. Inventory and transition of historical data (specifically memos, letters, correspondence, regulations, reports, documents, transition agreement documents, software licensing agreements, hardware maintenance agreement, memorandums of agreement/ understanding, and inter-service agreements, and system administration passwords, system logs, database logs)

3. Any SLA’s and SOP’s used in day-to-day operations

4. An orientation phase to introduce the Contractor personnel, programs, and users to the incoming team, explaining tools, methodologies, and business processes

5. Procedures to introduce VA personnel, programs, and users to the Contractor's team, tools, methodologies, and business processes

6. The Contractor strategy regarding personnel staffing and training during the transition period

7. Process for transfer of existing on-hand inventory

8. Signed turnover agreements

5.9 OPTION PERIOD ONE

If Option Period One is exercised by the Government, the Contractor shall perform all the tasks and deliverables defined in Sections 5.1, 5.2, 5.3, 5.4, 5.5, 5.6, 5.7, and 5.8 for a twelve (12) month period of performance.

5.10 OPTION PERIOD TWO

If Option Period One is exercised by the Government, the Contractor shall perform all the tasks and deliverables defined in Sections 5.1, 5.2, 5.3, 5.4, 5.5, 5.6, 5.7, and 5.8 for a twelve (12) month period of performance.

5.11 OPTION PERIOD THREE

If Option Period One is exercised by the Government, the Contractor shall perform all the tasks and deliverables defined in Sections 5.1, 5.2, 5.3, 5.4, 5.5, 5.6, 5.7, and 5.8 for a twelve (12) month period of performance.

5.12 OPTION PERIOD FOUR

If Option Period One is exercised by the Government, the Contractor shall perform all the tasks and deliverables defined in Sections 5.1, 5.2, 5.3, 5.4, 5.5, 5.6, 5.7, and 5.8 for a twelve (12) month period of performance.

6.0 GENERAL REQUIREMENTS

6.1 PERFORMANCE METRICS

The table below defines the Performance Standards and Acceptable Levels of Performance associated with this effort.

Performance Objective

Performance Standard Acceptable Levels of Performance

A. Technical / Quality of Product or Service

1. Shows understanding of requirements

2. Efficient and effective in meeting requirements

Satisfactory or higher

Performance Objective

Performance Standard Acceptable Levels of Performance

3. Meets technical needs and mission requirements

4. Provides quality services/products

B. Project Milestones and Schedule

1. Quick response capability

2. Products completed, reviewed, delivered in accordance with the established schedule

3. Notifies customer in advance of potential problems

Satisfactory or higher

C. Cost & Staffing 1. Currency of expertise and staffing levels appropriate

2. Personnel possess necessary knowledge, skills and abilities to perform tasks

D. Management 1. Integration and coordination of all activities to execute effort

The COR will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the TO to ensure that the Contractor is performing the services required by this PWS in an acceptable level of performance. The Government reserves the right to alter or change the QASP at its own discretion. A Performance Based Service Assessment will be used by the COR in accordance with the QASP to assess Contractor performance.

6.2 SECTION 508 – INFORMATION AND COMMUNICATION TECHNOLOGY

(ICT) STANDARDS

On January 18, 2017, the Architectural and Transportation Barriers Compliance Board (Access Board) revised and updated, in a single rulemaking, standards for electronic and information technology developed, procured, maintained, or used by Federal agencies covered by Section 508 of the Rehabilitation Act of 1973, as well as our guidelines for telecommunications equipment and customer premises equipment covered by Section 255 of the Communications Act of 1934. The revisions and updates to the Section 508-based standards and Section 255-based guidelines are intended to ensure that information and communication technology (ICT) covered by the respective statutes is accessible to and usable by individuals with disabilities.

The following Section 508 Requirements supersede Addendum A, Section A3 from the T4NG Basic PWS.

The Section 508 standards established by the Access Board are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure ICT.

These standards are found in their entirety at: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines. A printed copy of the standards will be supplied upon request.

Federal agencies must comply with the updated Section 508 Standards beginning on January 18, 2018. The Final Rule as published in the Federal Register is available from the Access Board: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule.

The Contractor shall comply with “508 Chapter 2: Scoping Requirements” for all electronic ICT and content delivered under this contract. Specifically, as appropriate for the technology and its functionality, the Contractor shall comply with the technical standards marked here:

E205 Electronic Content – (Accessibility Standard -WCAG 2.0 Level A and AA Guidelines)

E204 Functional Performance Criteria E206 Hardware Requirements E207 Software Requirements E208 Support Services and Documentation Requirements

6.2.1 COMPATIBILITY WITH ASSISTIVE TECHNOLOGY

The standards do not require installation of specific accessibility-related software or attachment of an assistive technology device. Section 508 requires that ICT be compatible with such software and devices so that ICT can be accessible to and usable by individuals using assistive technology, including but not limited to screen readers, screen magnifiers, and speech recognition software.

6.2.2 ACCEPTANCE AND ACCEPTANCE TESTING

Deliverables resulting from this solicitation will be accepted based in part on satisfaction of the Section 508 Chapter 2: Scoping Requirements standards identified above.

The Government reserves the right to test for Section 508 Compliance before delivery.

The Contractor shall be able to demonstrate Section 508 Compliance upon delivery.

6.3 SHIPMENT OF HARDWARE OR EQUIPMENT

Inspection: Destination Acceptance: Destination Free on Board (FOB): Destination

Ship To and Mark For:

Primary Alternate Name: Name:

Address: Address:

Voice: Voice:

Email: Email:

Special Shipping Instructions:

Prior to shipping, Contractor shall notify Site POCs, by phone followed by email, of all incoming deliveries including line-by-line details for review of requirements. Contractor shall not make any changes to the delivery schedule at the request of Site POC.

Contractors shall coordinate deliveries with Site POCs before shipment of <hardware> hardware to ensure sites have adequate storage space.

All shipments, either single or multiple container deliveries, shall bear the VA IFCAP Purchase Order number on external shipping labels and associated manifests or packing lists. In the case of multiple container deliveries, a statement readable near the VA IFCAP PO number shall indicate total number of containers for the complete shipment (e.g. “Package 1 of 2”), clearly readable on manifests and external shipping labels.

Packing Slips/Labels and Lists shall also include the following:

IFCAP PO #: ____________ (e.g., 166-E11234 (the IFCAP PO number is located in block #20 of the SF 1449)) Project Description: (e.g. Tier I Lifecycle Refresh)

Total number of Containers: Package ___ of ___. (e.g., Package 1 of 3)

6.4 ENTERPRISE AND IT FRAMEWORK

A signed waiver has been obtained from the VA OI&T CIO Office that the IPv6 requirement within Section 3.8.3 of the T4NG Basic Contract cannot be met, and as a result, IPv6 is not a requirement for this TO effort.