DSS 3.0 BPA SOW 10-11-2024.pdf

DSS 3.0 BPA BPA Attachment 1 - SOW

Management Directorate

Office of the Chief Information Officer

Information Technology Operations Directorate

Desktop Support Services (DSS) 3.0

Blanket Purchase Agreement (BPA)

Statement of Work

DSS 3.0 BPA SOW i

Table of Contents 1 Introduction

1.1 Purpose

1.2 Background

2 Scope

2.1 Objectives

2.2 Applicable Appendices and Documents

3 Business Transformation

3.1 Business Process Automation

3.2 Remote Support Enhancements

3.3 Customer Experience

3.4 Continual Service Improvement

4 Specific Objectives/Tasks

4.1 Task 1: General Services

4.1.1 Subtask 1: Program Management Services

4.1.1.1 Transition-In Management

4.1.1.2 Transition-Out Management

4.1.1.3 Additional Management

4.1.2 Subtask 2: Surge Support

4.1.3 Subtask 3: Project Management Support

4.1.4 Subtask 4: End User Training and Documentation Support

4.2 Task 2: Service Support

4.2.1 IT Service Desk

4.2.2 Contact Center

4.2.3 Problem Management

4.3 Task 3: Systems and Network Support

4.3.1 Technical Project Management

4.3.2 Systems Engineering

4.3.3 Cloud Integration

4.3.4 Image Development and Management

4.3.5 Status Reporting and Escalation

4.3.6 Critical Incident Management Services

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4.3.7 Access Management

4.3.8 Operations and Maintenance (Systems)

4.3.8.1 Shared Drive

4.3.8.2 Application Support

4.3.8.3 Group Policy

4.3.8.4 Domain Name System

4.3.8.5 Server Management

4.3.8.6 Enterprise Print Management

4.3.8.7 VMWare Management

4.3.8.8 DHCP Management

4.3.8.9 Certificate Management

4.3.8.10 Active Directory Management

4.3.8.11 SCCM Management

4.3.8.12 Tools

4.3.9 Operations and Maintenance (Network)

4.3.9.1 Network Configuration Management

4.3.9.2 Application Management

4.3.9.3 Unified Communications Management

4.3.9.4 Voice Gateway Management

4.3.9.5 Server/Appliance Management

4.3.9.6 Call Center Control

4.3.10 IT Infrastructure Monitoring and Event Management

4.3.11 Incident Management

4.3.12 Problem Management

4.3.13 Integration

4.3.14 Cloud Integration Management

4.3.15 Testing and Validation Services

4.3.16 Configuration, Change, and Release Management Services

4.3.17 Backup and Restore Services

4.3.18 Disaster Recovery and Continuity of Operations

4.4 Task 4: Hardware and Software Support

4.4.1 Hardware

4.4.2 Software

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4.5 Task 5: Service Management Platform Support

4.5.1.1 Service Management Platform Development, Workflow Automation, and O&M Support 19

4.6 Task 6: Artificial Intelligence Support

5 Contract Personnel

5.1 Key Personnel

5.2 Staffing Plan/Personnel

5.2.1 Personnel Security

6 Deliverables

7 Security Management

7.1 Definitions

8 Enterprise Architecture Compliance

9 Cyber-Supply Chain Risk Management (C-SCRM) Compliance

10 Appendices

Appendix A. Abbreviations

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1 Introduction The Department of Homeland Security (DHS) Office of the Chief Information Officer (OCIO) develops and maintains a DHS Headquarters (HQ) Information Technology (IT) infrastructure environment that is reliable, scalable, flexible, maintainable, accessible, and secure, ensuring operational excellence—from the workstation to the data center, the cloud and to the mission application. Desktop Support Services (DSS) 3.0 is a support contract that will operate, maintain, and improve information technology services and processes as DHS strives to meet its mission and move toward achieving its long-term strategic vision.

As DHS evolves and matures, so does the breadth and complexity of the technology implemented in support of the Department’s vital missions. To accommodate the organization’s needs, the DHS OCIO is looking to implement effective service operations and management solutions that will facilitate the sustainability and administration of the IT systems in support of the DHS HQ component mission requirements. These solutions will increase the productivity of end users, engineers, mission support personnel, administrative users, and all components in support of DHS's overall mission by quickly and efficiently delivering reliable, innovative, and secure IT services. The Information Technology Operations (ITO) office through the HQ Operations Division (HOD) oversees the portfolio of services and capabilities associated with the end-user services domain; this includes defining and executing overall strategy, roadmaps, standards, policies, investments, and projects.

1.1 Purpose

The purpose of this Statement of Work (SOW) is to acquire robust IT support services for HQ to support three OCIO strategic goals:

Goal 1: MISSION SUPPORT – Implement advanced technology, business practices, and partnerships to safeguard the American people, our homeland, and our values.

Goal 2: SERVICE SUPPORT - Develop and implement a comprehensive approach to ensure excellence in IT service delivery through workforce recruitment, engagement, retention, and forecast planning.

Goal 3: OPERATIONS SUPPORT - Enable the smooth functioning of the infrastructure and service operations that support application deployment to internal and external customers, including engineering services; server and device management; computer operations; application and security services; IT Infrastructure Library (ITIL) management; support desk services; project support and overall contract program management.

1.2 Background

DHS has a vital mission: to secure the nation from the many threats we face. Our duties are wide-ranging, but our goal is clear — keeping America safe.

DHS HQ is made up of various Components, offices, and directorates. The seven primary organizations are the Management Directorate (MGMT), Countering Weapons of Mass Destruction (CWMD), Federal Protective Service (FPS), Science and Technology (S&T), Office of Intelligence and Analysis (I&A), Office of Biometric Identity Management (OBIM), and the Office of Situational Awareness (OSA). Each

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component has unique and separate requirements and operates in their specific mission space but are supported by a common unclassified, general purpose local area network commonly referred to as “A- LAN”. The data traversing the network is typically considered Sensitive But Unclassified (SBU) or Controlled Unclassified Information (CUI). Additional networks supporting HQ include the Homeland Security Data Network (HSDN) at the secret classification level and the “C-LAN” which supports top secret classified data processing. While support synergies exist between HSDN, C-LAN and A-LAN, the IT solutions sought in this document are primarily for A-LAN and technologies that connect to A-LAN. In addition to the seven primary organizations that make up DHS HQ, the Cybersecurity and Infrastructure Security Agency (CISA) will also be able to obtain services under this contract.

ITO is responsible for managing the daily service operations activities of the DHS IT infrastructure and aligning the infrastructure with the Department's mission, objectives, organizational standards, core principles, and target IT goals.

HOD is responsible for IT Service Management and the shared IT infrastructure to enable DHS HQ customers to access reliable, effective, secure, and flexible services that are essential to fulfilling their missions and to serve as an advocate in the resolution of service issues which may arise in the service delivery process.

HQ understands that threats to IT security are continuously evolving. Threats are more sophisticated and more complex than ever before. Therefore, HQ must use every tool at its disposal to address those threats and develop methods of combating them. The use of new and innovative information technology helps HQ stay ahead of those who are intent on harming the nation.

HQ is constantly moving forward with the application of new technologies to stay ahead of emerging threats as information technology services have grown considerably in the years since DHS’s formation.

HQ analyzes business and service operations needs to determine how best to deploy state-of-the-art IT services for HQ and Components.

HQ has the responsibility to provide all IT equipment, infrastructure, application development and enterprise services required to meet HQ and Component operational needs with established performance levels to ensure those services are effective, efficient, and affordable.

2 Scope DSS 3.0 is required to provide IT systems support for approximately 15,000 Federal employees, contractors, and support personnel, of which the largest concentration is in the National Capital Region (NCR). DSS 3.0 is also required to provide this support at many locations across the Continental United States (CONUS) at sites such as national/state fusion centers, state, local and tribal centers, and other regional locations; and at some outside CONUS (OCONUS) locations such as Hawaii, Guam, and potentially non-United States (U.S.) locations.

The Contractor will conduct strategic planning and continuous improvements to the support services providing value-added capabilities along with a reduction in cost and risk for the Government. This will contribute to HQ’ ability to keep abreast of the latest trends in technologies, processes, and methods.

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The list of supported systems and technologies under DSS 3.0 can be found in the Technical Reference Model (TRM), which will be provided to the BPA awardee. HQ expects this list to change during the period of performance of this contract as new systems are introduced and older systems are decommissioned.

2.1 Objectives

It is imperative that the IT support services meet DSS 3.0 objectives by demonstrating sound processes and proven best practices. The overarching objectives that will be met in the implementation of DSS 3.0 are as follows:

Objective 1: Survey and evaluate, identify, and describe quantifiable, defined enhancements throughout the course of the contract to improve the service delivery while promoting efficiencies, decreasing cost and risk to the Government, without a break in service.

Objective 2: Execute an IT service delivery model that meets or exceeds HQ service level agreements. Smoothly implement approved enhancements that will meet future service level objectives while maintaining sustainable, standards-based technologies.

Objective 3: Provide central program management activities and general contract management services to achieve the cost, schedule and performance goals specified under the contract and achieve the previously stated objectives.

Objective 4: Transition to a flexible and zero-touch regional customer support experience

In addition to being the vehicle to support the IT component of the HQ mission, goals, and objectives, the services covered under this SOW will support the IT priorities of the Chief Information Officer (CIO).

These priorities are the basis of provisioning IT services, and are updated during semi-annual strategic planning.

Priority 1: Mobile-First – Support mobile solutions to the HQ and Component community, ensuring efficiencies, increased productivity, and citizen engagement.

Priority 2: Collaboration – Network people and information, simplifying processes and creating more robust solutions.

Priority 3: Artificial Intelligence (AI) – Provide a comprehensive approach to AI solutions, including the development, integration, and optimization of AI tools tailored to meet DHS HQ mission and organizational needs

Priority 4: Cloud – Utilize the cloud to provide on-demand scalability, increased access, and higher security for all HQ and Component users thereby delivering information more rapidly and enabling more informed decisions and actions. In an effort to reduce future recapitalization expenses, HQ strategic plans include migration of infrastructure of some or all services covered under DSS 3.0 to a cloud environment.

Priority 5: Business Transformation – Continuous innovation reducing costs, increasing efficiencies, and keeping technologies up-to-date as well as using their full capabilities.

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2.2 Applicable Appendices and Documents

The following documents provide information that is applicable to DSS 3.0:

• Appendix A Acronyms and Abbreviations

3 Business Transformation The contactor shall develop and implement solutions that drive program innovation and business transformation. The Contractor shall focus on customer identified priorities, emphasizing technology and process improvements that deliver cost efficiencies, higher customer satisfaction and increased IT service productivity. The contactor shall collaborate and engage with technology service providers to align government innovation priorities with new vendor offerings. The Contractor shall work with the Government to identify measurable goals and define outcomes for each business transformation initiative.

HQ has been in the same inclusive seat-based model for almost two decades. While it initially served us well it has become outdated with the rapid changes in the IT industry. We are seeking to catch up and stay abreast of those changes in the IT industry and are pursuing a partner that can contribute to the innovation required to move HQ to the current state-of-art and then forge ahead with new opportunities as industry paradigm shifts present themselves. In order to execute on this vision, HQ is expecting its partner to employ modern techniques to achieve the goals and objectives referenced in this document while supporting the HQ workforce in a technologically diverse, mobile friendly environment with built-in security and cloud-based resources. In addition to state-of-the art solutions, HQ workforce desires the ability to request end user services and catalog orders that provide a user experience that matches or exceeds industry standards. The development of a strategic partnership is critical to HQ’ success in order to transform the end user experience and provide the necessary agility to support its diverse workforce in the execution of the Agency missions.

HQ desires to transform the status quo – especially in the Compute services part of the contract. We want to move beyond the current seat-based structure to adopt more modern computing methodologies. HQ seeks to achieve the goals of supporting its workforce in a technologically diverse, mobile-friendly environment with built-in security and cloud-based resources. We envision a turnkey solution that encompasses cutting-edge technology while bridging the gap to the cloud. Section 2.1 states many of the objectives we seek to achieve. We ask the potential Contractor to evaluate the objectives and recommend how they would partner with HQ to achieve them.

HQ is looking to develop a strategic partnership to transform the end-user experience to provide the necessary agility to support its diverse workforce and mission. The types of support needed for the end-user services program may include (but are not limited to) desktop engineering, project management support, transformation and operation support, continual service improvement and communications, and other program support functions.

The Contractor shall assist HQ in transformation from the current all-inclusive seat-based model to a new way of providing compute services for HQ that is technologically diverse and focuses on automation, business intelligence, and digital transformation.

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The Contractor shall assist HQ to move to a role-based provisioning so that users are provided the devices and applications appropriate to their job duties – not “one size fits all.”

The Contractor shall develop a methodology that will minimize the requirement for hands-on desk-side technician support and enable the utilization of self-help and/or walk-in (Tech Café) help centers, as well expanded self-service and remote customer support capabilities. This shall include zero/low-touch and/or automated configuration of new devices and services.

The Contractor shall develop a capability to order end-user services and catalog orders that provide a user experience similar to retail entities and can be used on any device or platform.

HQ DSS 3.0 objectives are only the beginning of a continuing evolution for HQ to stay abreast of the rapid changes in the IT industry. HQ is seeking a partner that can contribute to the innovation required to move HQ to the current state of art and then forge ahead with new opportunities as industry paradigm shifts present themselves.

3.1 Business Process Automation

The Contactor shall provide business process automation services which digitize paper processes, streamline workflows, and automate procedures. The Contactor shall analyze and document as-is processes, recommend process improvements, and provide an analysis of alternatives for utilizing existing or deploying new technology solutions. Upon government approval, the contractor shall pilot, test, and deploy business process automation solutions.

3.2 Remote Support Enhancements

The Contractor shall provide enhanced remote support capabilities, implementing new or augmented tools that increase end user productivity through faster incident resolution and request fulfillment.

Support requirements may include the development of an initial proof of concept design, pilot implementation, and production implementation and sustainment.

3.3 Customer Experience

The Contractor shall provide a smooth customer experience that strives to answer questions quickly and effectively, resolve issues with empathy and care, improve brand credibility, and nurture relationships, allowing users to execute their duties and contributing to a positive overall impression of the organization. The Contractor shall deliver solutions on how to modernize, transform, and innovate on the customer experience lifecycle (from onboarding to offboarding) while maintaining high levels of quality and efficiency.

3.4 Continual Service Improvement

The Contractor shall adopt a continual service improvement approach that proactively drives innovation, modernization, and transformation of DHS HQ IT infrastructure. This approach shall include new and alternative solutions that increase efficiency, produce cost savings, increase readiness and organizational flexibility, and deliver improved capabilities and services.

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4 Specific Objectives/Tasks Section 1.1 identified two overarching goals for the services provided by DSS 3.0. Additional support services may be required as changes and enhancements occur. The Contractor will work as an integrated team with HQ staff, other HQ and Component Contractors and outside vendors, as designated by HQ in support of the following areas: Service, HQ Operations Center, HQ Systems Operations, HQ Systems Engineering, Hardware, and Software.

4.1 Task 1: General Services

4.1.1 Subtask 1: Program Management Services

Program Management facilitates all DSS 3.0 services and operations management functions. It involves development, implementation, and administration of services and operations and maintenance (O&M) core functions. The Contractor shall provide program management activities, reporting and other general contract management services needed to achieve the cost, schedule and performance goals under the contract.

The Program Management will be expected to:

1) Manage delivery of integrated IT services and projects

2) Meet with and assist OCIO, ITO, and HOD management to determine and apply industry best practices to existing business operations, drive further program efficiencies and automation, and implement potential future operational and technological improvements

3) Provide cost and budget management, billing/invoicing services, rough order of magnitude (ROM) responses for projects and special activities (e.g., conference support)

4) Ensure continued service delivery in accordance with the service level requirements, regardless of changing or fluctuating workload or personnel availability

5) Improve processes by facilitating performance planning and alignment

6) Drive business and operational process standardization

7) Ensure communication and collaboration across different functions and areas of support under the BPA, to eliminate single points of failure and enhance service

8) Document business and service operations processes, including reporting

9) Provide all contractor staffing support including the Entry on Duty (EOD) process ensuring that sufficient cleared staff (unclassified through Top Secret/Sensitive Compartmented Information (TS/SCI) access) are available to meet operational demands

10) Provide management oversight of all activities performed by Contractor personnel, including the effective use of subcontractors to satisfy the objectives and service level requirements identified at the order level

11) Manage and maintain service catalog

4.1.1.1 Transition-In Management

The Contractor shall develop and implement a Transition-In Plan to transition from the current call orders to HQ DSS 3.0 within 90 days. The transition will be transparent and seamless to the users with no degradation or breaks in service availability while maintaining existing security, service quality, contract support, performance levels, and an orderly transition of assets.

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4.1.1.2 Transition-Out Management

The Contractor shall develop and implement a Transition-Out Plan from DSS 3.0 to the successor contract not to exceed 90 days. The transition is to be transparent and seamless to the users with no breaks in service availability. HQ expects the DSS 3.0 transition-out task to be coordinated, integrated, and initiated with the successor Contractor transition-in tasks.

4.1.1.3 Additional Management

The Contractor shall provide:

• Quality Assurance Program

• Records Management

• Communications Management

• Performance Management

4.1.2 Subtask 2: Surge Support

The Contractor shall provide surge support upon request. Examples of surge support requirements include special projects, relocations, and buildouts. Surge support is generally short-lived and unplanned.

4.1.3 Subtask 3: Project Management Support

The Contractor shall provide project management support in the design, development, procurement, implementation, and O&M of all HQ unclassified projects. Examples of projects are the buildout of new facilities, organizational restructurings, office moves and reconfigurations. Project management functions include, but are not limited to, initiating, planning, executing, documenting, monitoring, and closing a project.

The Contractor is expected to provide project plans, calendars, schedules, risk analysis, cost analysis, and status reports.

4.1.4 Subtask 4: End User Training and Documentation Support

The Contractor shall provide end user training and documentation to assist users in understanding the products and services in the A-LAN environment. Examples of end user training and documentation include, but are not limited to, online familiarization training, quick tips, training courses, virtual, video, help files, tutorials, PDF documents, and printed manuals.

The Contractor shall provide online documentation for IT services, such as a Product Catalog User’s Guide.

The Contractor shall ensure that training and documentation materials are updated appropriately as IT services change (e.g., application version updates, changes to user experience).

4.2 Task 2: Service Support

The Contractor shall coordinate with HQ to employ the ITIL Service Management Framework (Version 3 or any subsequent revisions), the DHS Systems Engineering Life Cycle (SELC), general Project Management Institute (PMI), International Standards Organization (ISO) and similar frameworks to

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guide provisioning of the services, and the processes, functions, and other capabilities needed to support them.

IT Service Management (ITSM) refers to the implementation and management of quality IT services. IT service providers through people, processes, and information technology perform ITSM. It is process-focused and has ties and common interests with process improvement frameworks and methodologies.

This discipline is not concerned with the details of how to use a particular product or system under management. It focuses on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users. This support may include multi-level tier support model providing different levels of support based on the user.

The Contractor shall manage the DSS 3.0 service and delivery processes and procedures in accordance with relevant IT standards (e.g., ITIL v2011, ISO 20000) applicable to the O&M of the IT enterprise. This objective includes the identification of improvement opportunities for each DSS 3.0 support services activity based on performance results indicating areas for improvement. The continuous service improvement process throughout the service life cycle is critical in meeting the overarching DSS 3.0 objective to continuously improve the IT infrastructure to promote efficiencies while decreasing cost and risk for the Government.

4.2.1 IT Service Desk

The Contractor is expected to provide IT Service Desk (ITSD) support 24x7x365. ITSD functions will include, but are not limited to, troubleshooting, resolving, and/or escalating problems with computers and other information technology products. ITSD support may include:

1) Tier 0: Self Help – Users can access information on demand

2) Tier 1: Basic – Supports and solves common issues; records and escalates issues to a higher tier

3) Tier 2: Technical – Provides in-depth technical support; records and escalates issues to a higher tier

4) Tier 3: Expert – Handles the most difficult or advanced problems

The ITSD will be responsible for Service Request and Incident Management, to include call handling, incident/request logging, categorization and prioritization, initial diagnosis, follow-up and escalation.

4.2.2 Contact Center

The Contractor shall provide DHS Contact Center (switchboard) support 24x7x365. Contact Center functions include, but are not limited to, handling or addressing all incoming phone calls from the public, from Federal employees, and from contractor personnel, and routing as appropriate in accordance with Government guidance.

The Contractor is expected to provide recommendations, updates, and improvements to existing call policy, equipment usage, training, switchboard operation services, etc.

4.2.3 Problem Management

The Contractor shall coordinate with the Government to design and implement an ITIL-Based Problem Management process that outlines the actions and workflow for managing a Problem Management program.

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The Contractor shall include a detailed workflow for the integration into other Service Management processes (e.g., Change Management, Incident Management, Event Management, Configuration Management).

The Contractor shall coordinate with the Government to implement controls at the ITSD level that feed into the continuous identification of problems.

4.3 Task 3: Systems and Network Support

HQ Systems Operations Support is the primary systems operator of the HQ IT enterprise. HQ Systems Operations Support provides IT O&M Tier 2/3 and engineering service support for HQ IT infrastructure.

Examples include:

• Active Directory (AD)

• Upgrades

• Fault resolution

• Patch management

• Systems performance monitoring and capacity planning

• Change, configuration and release management

• Disaster recovery

• Emerging technology assessments

• Security engineering and compliance

• IT infrastructure and systems Plan of Action and Milestones (POA&M) remediation

• Testing processes including all tasks related to production deployment

• Image management

4.3.1 Technical Project Management

The Contractor shall perform and delineate the activities required to prepare and support the infrastructure and special projects. The Contractor shall capture and establish the functional and non-functional requirements, identify a critical path, and create general timelines to support and implement appropriate project management and SELC procedures.

4.3.2 Systems Engineering

The Contractor shall architect, design, integrate, and deploy new innovative technical solutions as required by HQ CIO and HQ customers. The Contractor shall review systems currently in production, and provide advanced technical consulting services including complete documentation, design diagrams, and briefings toward service improvement.

The Contractor shall proactively research and investigate new technical solutions to improve business processes and decrease costs. The Contractor shall provide technical implementation engineers to build out and execute solutions as well as transition to operations.

The Contractor shall support multiple complex technical agile projects while simultaneously engaging with several business stakeholders.

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4.3.3 Cloud Integration

The Contractor shall provide engineering support and designs for the Government’s hybrid cloud and cloud solutions. The Contractor shall provide detailed presentations of cloud solutions architecture for approval and concurrence. The Contractor shall design cloud solutions in areas that will benefit the Government and provide cost savings.

The Contractor shall be responsible for integrating and managing HQ lines of business and stakeholder with cloud services technology.

4.3.4 Image Development and Management

The Contractor shall provide operating system image design and development services to support HQ endpoint and back-end server requirements.

The Contractor shall gather all business and security requirements as well as provide for integration testing.

The Contractor shall maintain the operating system in compliance with the manufacturer’s latest guidance and release.

4.3.5 Status Reporting and Escalation

The Contractor shall assist the Government with its reporting regarding IT systems operations, performance, availability, escalation, and incident response. The Contractor will serve as a liaison to operations centers and IT service providers supporting DHS and monitor and review IT system and service operations metrics to communicate the overall operating posture and status on a regular basis in accordance with the deliverables in Section 7. The Contractor shall support these services by:

• Informing all DHS stakeholders of planned and emergency events, changes, and break-fix functions

• Review and correlate DHS IT enterprise service outage reports and to identify and report potential impacts to DHS HQ IT users

• Provide timely, up-to-date information on all outages and master tickets to the Enterprise Watch Officer (EWO) by leveraging existing DHS provided ticketing tools such as ServiceNow

• Participate in daily operations meetings to provide operations status updates

4.3.6 Critical Incident Management Services

Provide critical incident management. A critical incident includes any event which disrupts, or which may disrupt, a service. Critical incident management is the comprehensive approach to preventing, preparing for, and responding to events effectively and efficiently. The contract shall support these services by providing the following:

• Centrally manage, monitor, coordinate, and communicate status of HQ and Component incidents on a 24x7x365 basis.

• Generate incident tickets upon identification of any service fault and upon receiving written or verbal direction from the HQ Federal points of contact (POCs) requesting corrective action.

• Assess incident severity through a Government-approved Standard Operating Procedure (SOP), organize and host incident resolution conference calls, and coordinate necessary resources that

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are both internal to the contract and external to the contract (other providers, vendors, and/or manufacturers).

• Manage and communicate incident status on a regular basis in accordance with the deliverables in Section 7.

• Centralize and standardize all incident status and reporting.

• Improve communications during incident response to reduce incident durations.

4.3.7 Access Management

Upon DHS users being granted authorization, the contractor shall create domain user accounts and grant the user rights to access IT services, while preventing access to non-authorized users. The Contractor shall perform this task using a combination of Windows Active Directory (AD) and DHS Access Lifecycle Management (ALM) system-based access control.

4.3.8 Operations and Maintenance (Systems)

The Contractor shall be responsible for the day-to-day IT systems O&M at HQ. This includes all system and endpoint services, and is not limited to those identified below.

4.3.8.1 Shared Drive

The Contractor shall perform administration tasks for operating and maintaining Shared Drive services.

Examples include, but are not limited to, the following:

• Permissions

• Mapping Issues

• Data Spill Support

• Exception Policy Testing

• Security Technical Implementation Guide (STIG) Compliance

• Access Issues

• Preservation

4.3.8.2 Application Support

The Contractor shall perform administration tasks for operating and maintaining Application Support services. Examples include, but are not limited to, the following:

• Application Access Issues

• Application Functionality Issues

• Website Access Issues

• Browser Issues (Edge, Chrome, Firefox) Zscaler Support

4.3.8.3 Group Policy

The Contractor shall perform administration tasks for operating and maintaining Group Policy services.

Examples include, but are not limited to, the following:

• Policy Creation

• Policy Testing

• Exception Policy Creation/Testing

• STIG Compliance

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• Vulnerability Mitigation

• Proxy Auto Configuration (PAC)

4.3.8.4 Domain Name System

The Contractor shall perform administration tasks for operating and maintaining Domain Name System (DNS) services. Examples include, but are not limited to, the following:

• DNS Configuration

• DNS Troubleshooting

• DNS Record Creation

• DNS Record Deletion

4.3.8.5 Server Management

The Contractor shall perform administration tasks for operating and maintaining Server Management services. Examples include, but are not limited to, the following:

• Server Configuration

• Drive Space Management

• Windows operating system (OS) Patching

• Linux OS Patching (O&M Managed Applications)

• Vulnerability Remediation

4.3.8.6 Enterprise Print Management

The Contractor shall perform administration tasks for operating and maintaining Enterprise Print Management services. Examples include, but are not limited to, the following:

• PrinterLogic Server

• Print Queue Creation

• Print Queue Deletion

• Device Configuration Management

• Vulnerability Management

4.3.8.7 VMWare Management

The Contractor shall perform administration tasks for operating and maintaining VMWare Management services. Examples include, but are not limited to, the following:

• Monitoring

• Maintenance

• Server Creation

• Server Management

• Configuration Management

4.3.8.8 DHCP Management

The Contractor shall perform administration tasks for operating and maintaining DHCP Management services. Examples include, but are not limited to, the following:

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• Scope Creation

• Scope Deletion

• Static Internet Protocol (IP) Reservations

• Server Management

• Scope Monitoring

• Printer IP Reservations

4.3.8.9 Certificate Management

The Contractor shall perform administration tasks for operating and maintaining Certificate Management services. Examples include, but are not limited to, the following:

• Certificate Authority

• Certificate Template

• User Certificate Requests

• Server Management

• Backups

4.3.8.10 Active Directory Management

The Contractor shall perform administration tasks for operating and maintaining Active Directory Management services. Examples include, but are not limited to, the following:

• Domain Controller

• Account Unlocks

• Privileged Account Creation

• Account Lock Investigation

• Account Login Issues

• Account Management

• Public Key Infrastructure (PKI) Issues

• Security Group Management

• AD Maintenance/Cleanup

4.3.8.11 SCCM Management

The Contractor shall perform administration tasks for operating and maintaining Shared Drive services.

Examples include, but are not limited to, the following:

• Image Creation

• Image Management

• Application Packaging

• Application Upgrades

• Windows OS Patching

• Vulnerability Mitigation

• Device Imaging

• PACS Domain Patching

• PACS Domain Vulnerability Mitigation

• Hardware/Software Testing and Evaluation

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4.3.8.12 Tools

The Contractor shall perform administration tasks for operating and maintaining Tools services.

Examples include, but are not limited to, the following:

• Powershell Scripting

• VBS Scripting

• SCOM

• Grafana

• Tenable

• Forescout

• Axonius

• Crowdstrike

• Bomgar Appliance Management

4.3.9 Operations and Maintenance (Network)

4.3.9.1 Network Configuration Management

The Contractor shall perform administration tasks for operating and maintaining Network Configuration Management services. Examples include, but are not limited to, the following:

• Port (IMAC)

• 802.1x Management

• Vulnerability Management

• ACL Management

• Patch Management

• IP Assignment

• VLAN Management

• PACS Network Management

• PACS ASA Fire Power

4.3.9.2 Application Management

The Contractor shall perform administration tasks for operating and maintaining Application Management services. Examples include, but are not limited to, the following:

• Prism Infrastructure/DNA Center

• Identity Services Engine (ISE)

• Wireless LAN Controllers (WLC)

• Cisco Meeting Server (CMS)

• Calabrio

• Cisco Jabber

• HP Network Automation (HPNA)

• StruxureWare Data Center

• Spectrum

• Meraki Wireless

• Spectrum

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4.3.9.3 Unified Communications Management

The Contractor shall perform administration tasks for operating and maintaining Unified Communications Management services. Examples include, but are not limited to, the following:

• IP Phone Management (MACD)

• Jabber Profiles

• End User Account Management

• Call Routing, Logic and Protocols

• MS Teams Room Troubleshooting

• MS Teams Room Conference Support

4.3.9.4 Voice Gateway Management

The Contractor shall perform administration tasks for operating and maintaining Voice Gateway Management services. Examples include, but are not limited to, the following:

• Voice over Internet Protocol (VoIP) Configuration

• PSTN Troubleshooting

• Survivable Remote Site Telephony (SRST)

• SIP Trunk(s) Management

4.3.9.5 Server/Appliance Management

The Contractor shall perform administration tasks for operating and maintaining Server/Appliance Management services. Examples include, but are not limited to, the following:

• Server Configuration

• Drive Space Management

• Windows OS Patching

• Linux OS Patching

• Vulnerability Remediation

• Certificate Installation & Maintenance

4.3.9.6 Call Center Control

The Contractor shall perform administration tasks for operating and maintaining Call Center Control services. Examples include, but are not limited to, the following:

• Hunt Group

• System/Call handlers

• Finesse (Supervisor/Agents)

• UCCX/Call Scripts

4.3.10 IT Infrastructure Monitoring and Event Management

The Contractor shall leverage IT monitoring tools to provide continuous monitoring of all infrastructure systems and services, environmental systems, and peripherals for interface status and service functionality.

The Contractor shall filter and categorize events to decide on appropriate actions.

DSS 3.0 BPA SOW 16

The Contractor shall report on critical events in a timely manner and notify the appropriate DHS staff as specified in the escalation plan.

4.3.11 Incident Management

The Contractor shall provide the support necessary to investigate and resolve all incidents associated with this SOW. The Contractor’s HQ Operations support shall be the primary participant in notification of systems-related incidents as required. The Contractor shall leverage the established escalation process to route incidents to the proper personnel for resolution as required by policy.

4.3.12 Problem Management

The Contractor shall design and implement in coordination with and the approval of the HOD an ITIL-based Problem Management process that outlines the actions and workflow for managing a Problem Management program.

The Contractor shall include a detailed workflow for the integration into other Service Management processes (e.g., Change Management, Incident Management, Event Management, Configuration Management).

The Contractor shall coordinate with HOD to implement controls at the ITSD level that feed into the continuous identification of problems.

4.3.13 Integration

The Contractor shall be responsible for integration across the entire portfolio of services and capabilities associated with the end-user services domain and IT lifecycle that includes strategy, planning and resourcing, execution, operations, and continuous improvement.

The Contractor shall be responsible for integrating throughout the entire IT lifecycle as it relates to the services and products it provides.

• The Contractor shall be responsible for linking, relating, and connecting a series of diverse existing processes, systems, services, and products spread geographically across the Agency produced by multiple different manufacturers into data infrastructures and architectures in a coherent and unifying manner and linking all the different systems, framework of applications, and support systems.

• The Contractor shall execute the integration of services and products delivered by the DSS 3.0 contract into the portfolio of services delivered by HQ and with services provided by or to other program offices.

• In coordination with HQ, the Contractor shall partner with DHS to support integration and continuous improvement as it relates to DSS 3.0 throughout the IT lifecycle as described below:

o Strategy – development of end-user service and product strategies; i.e., Agency needs, mission needs, evolving technologies, mandates, policy, etc.

o Planning – service and process design, roadmaps, prioritization, tactical plans, business analysis, i.e., changes or linkages as required o Resourcing – budgeting and accounting for service provisioning, resource allocations o Execution of new technologies and improved existing technologies – transition of services, project management, risk management, technical integration

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o Operations – operating procedures, execution of services, problem resolution, refreshes, performance measurements, problem resolution and existing services consumed by the end users or other IT delivery entities

4.3.14 Cloud Integration Management

The Contractor shall manage the Government’s existing systems in addition to hybrid cloud solutions.

The Contractor shall propose solutions that migrate services from the current Government-supported sites to a Government-approved commercial cloud service offering equal or superior capabilities.

The Contractor shall be responsible for integrating and managing HQ lines of business with cloud services technology where appropriate.

4.3.15 Testing and Validation Services

Testing and Validation Services support technology testing, in both a physical and virtual laboratory, for a variety of operating system platforms, software, applications, and network infrastructure in a secure environment. Examples of services include Test Automation, Performance Testing, and Functionality Testing.

4.3.16 Configuration, Change, and Release Management Services The Contractor shall establish a configuration management (CM) plan to cover new and/or modified hardware, firmware, software, and documentation provided as a service for this contract. The Contractor CM plan shall cover configuration identification, control, and status accounting for all new and/or modified hardware, firmware, software and documentation for the duration of the contract.

The Contractor shall document/store all baselines, deviations, waivers, and assets delivered in a Government-approved configuration management database.

The Contractor shall regularly review the data and assure its accuracy.

4.3.17 Backup and Restore Services

The Contractor shall enroll Government-specified devices in the backup services.

The Contractor shall install and configure required backup software.

The Contractor shall notify customers of backup activation and provide required instructions to the end-user for operating the backup service to protect DHS data.

The Contractor shall use the cloud as the primary backup storage repository.

4.3.18 Disaster Recovery and Continuity of Operations

Disaster Recovery (DR) is the ability of an organization to provide critical IT and communications capabilities and services after the services are disrupted by an incident, emergency, or disaster. DR recovers the disrupted IT and communications capabilities to continue at planned levels of operations.

The Contractor shall support these services is to maintain HQ’s DR capability, ensuring HQ IT services are restored to the specified performance levels within the specified Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) as directed by HQ.

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The Contactor shall support the development of a Continuity of Operations Plan in coordination with the Government that will sustain DHS HQ operations in the event an emergency should render the operation centers unavailable. Support may require an alternate federally accredited site(s) or solution(s) for maintaining continuity of operations during emergencies or other situations. This support shall include (but is not limited to):

• Support National Level Exercises (e.g., Eagle Horizon) and other tabletop exercises, including after-action/hotwash meetings and reports

• Create new, update, and maintain Standard Operating Procedures and Work Instructions

• Integrate, train and conduct workshops for Operation Centers

• Develop and maintain a Quality Control Plan, to include metrics, gap analysis, and recommendations

• Conduct devolution testing with devolution partners

• Create, update and maintain critical contact lists, lines of succession, and continuity of operations (COOP) playbooks/reference books

4.4 Task 4: Hardware and Software Support

4.4.1 Hardware

The Contractor shall perform end-to-end device lifecycle management for hardware services. The Contractor shall provide computer hardware per minimum specifications as defined by HQ. The Contractor shall propose compute device offerings and support Government-owned assets. All hardware offerings are subject to Government approval, to include waivers to hardware specifications.

Hardware support may include:

• Hardware Refresh. Refresh hardware devices periodically, and provide the ability to request Early Technology Refresh (ETR)

• Receipt of assets. Receive government owned and/or managed service assets from various manufactures/service providers, deployment and transit of asset to end users, and relocate equipment to DHS end users

• Restoration. Restore an end user’s device to full operability when an incident occurs that renders hardware unstable, inoperable, or with degraded performance

• Un-subscription. Remove services from the end user environment on receipt of request for un-subscription

• Sanitize and Disposal. Retain systems prior to sanitization or disposal to permit recall of data

• Loaner Pool Management. Supply and manage loaner computers

• Asset Tracking. Define and implement procedures for asset tracking

• Audit. Participate in audit activities to ensure accuracy of documented asset information and implement necessary corrective actions

• Storage. Provide storage and/or ensure that facilities used for storage of hardware, software, and other associated equipment include adequate protection and security, whether Government-provided or Contractor-provided storage facilities are used

4.4.2 Software

The Contractor shall provide software management services applicable to both hardware services, as well as customer-provided equipment. The Contractor shall provide full product lifecycle management

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of computer software and shall encompass requirements management, software architecture, software procurement, software license management, software testing, software change management, configuration management, continuous integration, project management, and release. Services include, but are not limited to, the following:

• Package, install, and maintain operating systems and software (e.g., core, non-core, collaboration)

• Transition management of existing optional supported software (e.g., Microsoft Project, Microsoft Visio, and Adobe Acrobat)

• Coordinate and configure usage of HQ software management tools to facilitate software distribution for other application owners

• Assist HQ in identifying additional opportunities for addressing DHS’s software needs

• Back up data, sanitize systems, and restore software

• Provide vulnerability management services to ensure that all information system components are current with all applicable patches which may impact the security of information systems

DHS software management policies and procedures are maturing, and DHS requires a partner to advise and assist in implementation of the evolving future state.

4.5 Task 5: Service Management Platform Support

4.5.1.1 Service Management Platform Development, Workflow Automation, and O&M Support The Contractor shall perform administration tasks for operating and maintaining the DHS HQ IT Service Management Platform. This shall include development or enhancements of suites and/or modules. The Contractor shall drive standardization across modules and customer requirements, with a focus on using out-of-the-box features, industry standards, and best practices. The current platform is ServiceNow, but the contractor shall not limit or restrict the support for an additional platforms or systems in the future.

Examples of tasks include, but are not limited to, the following:

• Service Management Platform Management

• Tenant administration for tool enhancements

• Module development

• Complex enhancements

• Notifications

• Form and list layouts

• Workflow updates

• Inbound Actions

• API integrations

• Staff Support

• Dashboards and reports

• Developer and leadership support

4.6 Task 6: Artificial Intelligence Support

The Contractor shall provide a comprehensive approach to artificial intelligence (AI)…