DTFH70-15-R-00009_Attachments.pdf

ATTACHMENT NO. 1: SAMPLE TASK ORDER SCHEDULE OF ITEMS

Base Schedule (January 1, 2016 through December 31, 2016) Washington - Wage Determination # 2005-2441

Colorado - Wage Determination # 2005-2081

WFLHD

CFLHD

WFLHD AND

CFLHD

COMBINED

LINE

ITEM DESCRIPTION UNIT QTY

BURDENED

UNIT

PRICE

EXTENDED

PRICE QTY

BURDENDED

UNIT PRICE

EXTENDED

PRICE

TOTAL

PRICE PER

LINE ITEM

System Administrator/Manager II HR 2,000

2,000

Technical Subject Matter Specialist III HR 2,000

3 IT Service Desk Specialist III HR 2,000

4 IT Service Desk Specialist II HR 2,000

5 IT Service Desk Specialist I HR 2,000

4,000

Software Enterprise Engineer

III HR

II HR 2,000

8 Webmaster III HR 2,000

9 Webmaster II HR

10 Network Engineer II HR 2,000

IT Material Control and Peripheral Specialist HR 2,000

12 Database Administrator HR 2.000

13 IT Service Manager II HR 2,000

TOTAL

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Option #1 (January 1, 2017 through December 31, 2017)

CFLHD

COMBINED

LINE

ITEM DESCRIPTION UNIT QTY

BURDENED

UNIT

PRICE

EXTENDED

PRICE QTY

BURDENDED

UNIT PRICE

EXTENDED

PRICE

TOTAL

PRICE PER

LINE ITEM

Sol. No. DTFH70-15-R-00009 Information Technology Support Services 2 of 5

Option #2 (January 1, 2018 through December 31, 2018)

CFLHD

COMBINED

LINE

ITEM DESCRIPTION UNIT QTY

BURDENED

UNIT

PRICE

EXTENDED

PRICE QTY

BURDENDED

UNIT PRICE

EXTENDED

PRICE

TOTAL

PRICE PER

LINE ITEM

Sol. No. DTFH70-15-R-00009 Information Technology Support Services 3 of 5

Option #3 (January 1, 2019 through December 31, 2019)

CFLHD

COMBINED

LINE

ITEM DESCRIPTION UNIT QTY

BURDENED

UNIT

PRICE

EXTENDED

PRICE QTY

BURDENDED

UNIT PRICE

EXTENDED

PRICE

TOTAL

PRICE PER

LINE ITEM

Sol. No. DTFH70-15-R-00009 Information Technology Support Services 4 of 5

Option #4 (January 1, 2020 through December 31, 2020)

CFLHD

COMBINED

LINE

ITEM DESCRIPTION UNIT QTY

BURDENED

UNIT

PRICE

EXTENDED

PRICE QTY

BURDENDED

UNIT PRICE

EXTENDED

PRICE

TOTAL

PRICE PER

LINE ITEM

GRAND TOTAL FOR BASE YEAR AND ALL OPTION YEARS: _$___________________________________

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INFORMATION TECHNOLOGY SUPPORT SERVICES

ATTACHMENT NO. 2: SAMPLE TASK ORDER PERFORMANCE WORK

STATEMENT

Western Federal Lands Highway Division Vancouver, WA

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TABLE OF CONTENTS

Section Description

1.0 Description of Services

2.0 Network/LAN Support

3.0 Systems Administration

4.0 CAD Systems Software Support

5.0 IT Material Control and Peripheral Support

6.0 Service Desk Support

7.0 Telecommunications Support

8.0 Web Development and Web Application Support

9.0 Computer Systems Application Development

10.0 Database Management and Support

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Performance Work Statement for

Western Federal Lands Highway Division Information Technology Support Services

1.0 Description of Services.

1.1 Western Federal Lands Division (WFLHD) provides transportation engineering services and construction management on national forests, national parks, Indian reservations, and other public lands by preparing plans, awarding contracts, managing construction projects, and conducting bridge inspections and surveys. WFLHD Information Technology section provides remote network operations and maintenance support, computer automation, and technology support, and communications support to approximately 250 users who deliver these services throughout the states of Alaska, Washington, Oregon, Idaho, Montana, and Wyoming.

1.2 Personnel assigned must keep current on the common industry technologies associated with this task order, including state-of-the-art work and commercial systems in the technological areas.

1.3 Personnel must possess and maintain a valid state drivers’ license and may be required to operate a Government furnished vehicle in conjunction with local or other travel to support the requirements of this task order.

2.0 Network/LAN Support/System Administration. (Network Engineer II, System Administrator/Manager III) The contractor shall:

2.1 Provide planning, engineering, and technical assistance to FHWA/WFLHD in the installation and upgrading of new and existing file and print servers, application servers, database, KVM switches and software. As upgrades to FHWA baseline systems and software become available, the contractor shall provide the necessary expertise required to upgrade the network. This shall include the research and testing of software and hardware upgrades; writing technical instructions; developing detailed project plans including scope, cost estimates, risk assessments, project milestones, and timelines.

Provide training for LAN Administrators and other designated personnel.

2.2 Provide computer, engineering, and other technical support (along with support for on-line systems) to ensure continuous operation of FHWA/WFLHD’s LANs/WANs, including working with various departmental service providers. This shall include working with personnel to conduct periodic reviews of LAN performance, configuration, and systems maintenance procedures.

2.3 Maintain computer rooms, telecommunications closets, and network centers in a clean and orderly manner.

2.4 Respond to service requests related to problems with file servers, communication servers, print servers, and other network devices such as switches and routers.

2.5 Support the current, and future, office automation platform and electronic mail systems.

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2.6 Analyze processing malfunctions in cooperation with Government personnel to determine causes and take appropriate corrective action. Notify the Government Systems Manager, IT Team Leader, or Contracting Officer’s Representative (COR) immediately if unable to solve a problem.

2.7 Perform standard operator preventative maintenance on all hardware as defined by the equipment vendor and/or WFLHD established procedures.

2.8 Monitor usage of equipment (i.e., ports, disks, CPU, workstations, and printers) using system tools and provide statistical utilization reports upon request.

2.9 Perform system maintenance (backup, restore, optimize, etc.) in accordance with established WFLHD procedures.

2.10 Ensure that all data communication lines are operational; respond to all network and systems problems; and place service calls as necessary.

2.11 Be responsible for the creation, setup, and management of network user accounts;

including meeting WFLHD security plan requirements.

2.12 Work in conjunction with the Systems Manager, IT Team Leader, or COR, to develop LAN performance plans, strategies, policies, and standard operating procedures for WFLHD.

2.13 Perform emergency maintenance and other maintenance/upgrades on systems hardware/software as necessary. This may require working outside normal duty hours.

Prior to performing any after hour maintenance, approval must be obtained from Government personnel.

2.14 Set up and/or relocate hardware (i.e., network workstations, printers, servers, switches, routers) as required. This shall require lifting up to 40 pounds from floor to desktop height.

2.15 Initiate trouble call reports with applicable Government agencies or manufacturers on warranted items to replace or repair failed components.

2.16 Perform system backups and restores utilizing the appropriate backup software and archival maintenance as required, and on an emergency basis.

2.17 Set up local area networks in remote field offices that have DSL, Cable-based, Wireless or other high-speed data access. This may entail performing site assessments, network design/layout, setting up switches, routers and other network equipment.

2.18 Perform installations of cables, and minor construction type work such as drilling holes in floors, assembling cabinets, and bolting them to the floor and/or wall;

disassembling severs, and other rack mounted equipment to gain access for repairs;

running fiber and copper wire in ceilings; mounting and connecting wall jacks;

terminating fiber and copper connectors; and disassembling and removing equipment racks and cables.

3.0 Systems Administration. (System Administrator/Manager III) The contractor shall:

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3.1 Be responsible for the upkeep, configuration, and reliable operation of information systems such as the WFLHD Project Management Information System

(PMIS).

3.2 Ensure that the uptime, performance, resources, and security of information systems meet the needs of the Division, key stake holders and end users.

3.3 Perform server upgrades, installations, decommissions, patching, application of Group Policy Objects (GPO’s), vulnerability resolution, and administer server based applications such as Primavera P6, ProjectWise Server, ArcGIS, and others.

3.4 Install, or upgrade computer components and software; automate routine tasks;

write computer programs, troubleshoot, develop documentation, and provide technical support.

3.5 Install, modify, or remove print server queues, drivers and administer Windows print server, including the assignment of print permissions to users and troubleshooting network print issues.

3.6 Work in conjunction with the Network Manager, IT Team Leader, or COR, to develop system performance plans, strategies, policies, and standard operating procedures for WFLHD.

3.7 Perform system backups and restores utilizing the appropriate backup software and archival maintenance as required, and on an emergency basis.

3.8 Be responsible for documenting the configuration of information systems.

3.9 Install and revise cables in wiring closets, as directed by the Government IT Systems Manager.

4.0 CAD Systems Software Support. (Tech Subject Matter Specialist III) The contractor shall:

4.1 Provide applications support for CAD systems users within the organization.

4.2 Develop and implement procedures for use within the WFLHD CAD environment, including the installation, maintenance, and service of network and stand-alone systems. This shall include the research and testing of software and hardware upgrades; writing technical instructions; developing detailed project plans including risk assessments, project milestones, and timelines.

4.3 Provide and maintain technical documentation for custom software installation.

4.4 Create and customize CAD plotting routines and/or output configuration files for a variety of printers and plotters.

4.5 Create and maintain custom workspaces for the CAD environment.

4.6 Provide training for engineering systems software and associated support applications as required.

4.7 Respond to service requests involving all computer hardware and software. This may require going to users’ work area to resolve or troubleshoot a problem.

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4.8 Provide technical assistance in the use of a variety of engineering software applications and systems. Including but not limited to a variety of Bentley Systems software.

4.9 Serve as the lead WFLHD ProjectWise electronic document management administrator.

4.10 Assist with coordination of CAD software licensing.

4.11 Create and or maintain the following CAD application standard files for use.

(Files are accessed by the three FLH Division offices (EFLHD, CFLHD, and WFLHD)).

4.11.1 Bentley MicroStation Level Library

4.11.2 Bentley Custom Line Style file (Review and provide feedback)

4.11.3 Bentley Cell Library (Review and provide feedback)

4.11.4 Bentley Application Resource Files

5.0 IT Material Control and Peripheral Support. (IT Material Control and Peripheral Specialist) The contractor shall:

5.1 Assist in the issue and receipt of IT equipment, materials, and supplies. Working environment is a mix of both an office setting and a warehouse environment. Support personnel may be required to routinely lift or move objects unassisted up to 70 pounds.

The Government Property Manager or the COR shall review work for accuracy, timeliness, and conformance to regulatory guidelines and technical specifications as appropriate.

5.2 Input, update, or correct automated/manual inventory control records and databases for the tracking of IT equipment.

5.3 Perform inventory control procedures.

5.4 Perform shipping and receiving of IT hardware and software as required.

5.5 Perform administrative and warehouse support duties to facilitate the accurate tracking and reporting of IT equipment and supplies

5.6 Deliver, install, and or relocate hardware (i.e., workstations, printers, servers) as required.

5.7 Assist in the management of the WFLHD document production environment and services. Including the testing and evaluating of hardware and software solutions specific to the document production environment (i.e., Print, Copy, Scan, Plot and Fax).

5.8 Work with other IT support groups to insure the efficient operation and availability of document production services and equipment.

5.9 Provide printer, copier, fax, and scanner support and maintenance as defined by equipment vendor and or WFLHD established procedures.

5.10 Perform preventative maintenance and upgrades to copier, printer, scanner, fax, and computer equipment.

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5.11 Perform diagnostic checks and inspections of automation and computer equipment to verify serviceability.

5.12 Collect and report usage statistics

5.13 Coordinate supply and repair services with manufactures and third party vendors where appropriate.

5.14 Provide technical assistance to other technicians and to end users.

5.15 Insure that copy, print, scan and fax devices are operational at all times.

6.0 Service Desk Support. (IT Service Desk Specialist I,II & III) The contractor shall:

6.1 Provide uninterrupted coverage, 5 days per week (Federal holidays excluded), during the hours of 6:00am – 5:00pm. However, due to agency requirements, or network support necessities, occasional changes to these hours may necessitate the use of a flex schedule to support other than normal duty hours.

6.2 In cooperation with the Government Service Desk Manager, develop and implement Government IT Service Desk Improvements and Standard Operating Procedures based on, but not limited to, principles outlined by the Information Technology Infrastructure Library (ITIL) including procedures such as standard build documentation, pc troubleshooting procedures, and service call escalation procedures.

6.3 Receive, log, prioritize, and route service requests to appropriate resource for resolution. Record service requests and messages, track, and resolve service requests using Remedy or similar Government provided Service Desk support software.

6.4 Respond to user service request calls relating to hardware, software, connectivity, and telecommunications equipment. This may require going to users’ work area to resolve or analyze a problem, however a continuous presence is required at the Information Technology Service Desk during duty hours.

6.5 Analyze processing malfunctions in cooperation with local personnel (or remote personnel) to determine causes and take appropriate corrective action. Notify the Government Service Desk Manager, Government IT Team Leader, or the Government Network Manager immediately, if unable to solve a problem.

6.6 Ensure that all software operating on Government computers supported under this task order is licensed to the Government, and if applicable, that the licenses are current and reflect the correct number of nodes or seats. Report any licensing discrepancies to the Government Software License Manager, Government Service Desk Manager, or the Government IT Team Leader.

6.7 Ensure all printing equipment and other peripheral devices are functional at all times. This includes troubleshooting printer specific problems; restarting queues, and replacing toner or other consumable supplies.

6.8 Test new or unique software and or hardware for compatibility with existing systems and services.

6.9 Provide over-the-phone problem resolution as appropriate.

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6.10 Perform standard preventive maintenance on all hardware as defined by the equipment vendor and/or WFLHD established procedures.

6.11 Place service calls as necessary, including warranty calls, or calls to third party service providers.

6.12 Install software, software updates, and upgrades using documented procedures.

6.13 Setup, install, or relocate hardware (i.e., workstations, printers, servers, etc.) as required. This requires lifting up to 40 pounds from floor to desktop height.

6.14 Initiate incident reports with applicable Government agencies or manufacturers on warranted items to replace or repair failed components.

6.15 Install and/or move network computer drops as required. This includes running cables; marking of cables/patch panels and RJ-45 faceplates; and testing installations.

6.16 Provide user training in the general usage and operation of LAN workstations as well as in the use of various software applications.

6.17 Perform minor construction type work like drilling holes in floor, assembling cabinets and bolting them to the floor and/or wall; disassembling and removing abandoned equipment racks and cables.

6.18 Maintain computer rooms, telecommunications closets, and network centers in a clean and orderly manner.

6.19 Respond to calls related to problems with network or telecommunications cabling.

7.0 Telecommunications Support. (IT Service Desk Specialist I,II & III) The contractor shall:

7.1 Provide support for the FHWA/WFLHD Nortel Communication Server 1000E Public Branch Exchange system (PBX).

7.2 Inspect existing and/or newly installed telecommunications equipment and facilities to locate problems; verify work of vendors or maintenance personnel; or approve materials, procedures, and techniques used in the construction, assembly, and maintenance of sophisticated electronic telecommunication equipment and systems.

7.3 Collect data concerning the operating environment, capacity, and efficiency of installed equipment.

7.4 Monitor the performance of the operating telecommunication facilities to isolate, correct, and improve operational efficiency.

7.5 Train other technical personnel in the use of diagnostic equipment, electronic test equipment, and the methods of repair, relocation, or modification of telecommunication network components.

7.6 Perform adds, moves, and changes as required.

7.7 Administer user accounts (both PBX and Voicemail)

7.8 Respond to service requests related to telephone and voicemail service.

7.9 Perform system maintenance such as system backups and restoration as required.

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8.0 Web Development and Web Application Support. (Webmaster III) The contractor shall:

8.1 Provide web site design, development, implementation, and maintenance for WFL and other FLH offices, (FLH HQ, CFLHD, and EFLHD) as required.

8.2 Provide analysis and definition of customer requirements including estimates on the time and resources required to develop cost proposals.

8.3 Design and develop custom graphics and images for customer sites using in accordance with agency guidelines.

8.4 Develop all applications, databases, and functions required to deliver the proposed design. Development shall use server-side processing and database systems specified by the Government.

8.5 Operate and maintain systems in accordance with agency guidelines.

8.6 Perform research of, and provide a recommendation for, a Content Management System (CMS). Once a CMS is chosen, oversee the implementation, operation, and maintenance of the CMS.

8.7 Maintain all software developed and hosted by WFLHD. Perform a quality review monthly to ensure no problems have developed and all of the links are functional.

8.8 Develop software documentation, user guides, and user training as specified by agency guidelines.

8.9 Maintain Web Servers and associated software to ensure that non-active sites or applications are archived and removed from the server.

8.10 Have all work reviewed by contractor quality control representative for functionality and quality. At a minimum, the quality review will confirm that all functions are operational; all of the links work; there are no persistent cookies, the site is section 508 compliant; and meets the client requirements

8.11 Provide all program (project) related documentation to the COR or notify COR where it is stored. Program documentation shall include but is not limited to the following items: Project Requirements, Project Schedule (including timeline with milestones), Sample Code, Test procedures and test results, Statement of maintenance requirements, System documentation, User documentation, Source code, and Completed application (compiled) code.

9.0 Computer Systems Application Development. (Client Server Analyst II) The contractor shall:

9.1 Provide application design, development, implementation and maintenance for the WFL Materials Lab.

9.2 Define customer requirements through meetings, investigations and application review and analysis.

9.3 Insure that applications such as Materials Lab Testing (MLT) and QL-PAY are maintained and updated as necessary to meet evolving requirements

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9.4 Update legacy application design and code insuring that all applications can be maintained into the future.

9.5 Write technical procedures and documentation for Materials Lab applications including operations, user guide, etc.

9.6 Produce technical documentation for new and existing applications.

9.7 Troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements.

9.8 Investigate and resolve application functionality related issues and provide first level support and troubleshooting for Materials Lab applications.

9.9 Serve as a resource for customers, troubleshooting and providing end user assistance.

9.10 Have all work reviewed by the contractor quality control representative for functionality and quality.

9.11 Submit all work to the COR for approval prior to delivery or implementation.

9.12 Provide all program (project) related documentation to the COR or notify COR where it is stored. Program documentation shall include but is not limited to the following items: Project Requirements, Project Schedule (including timeline with milestones), Sample Code, Test procedures and test results, Statement of maintenance requirements, System documentation, User documentation, Source code, and Completed application (compiled) code.

10.0 Database Management and Support. (Database Administrator) The contractor shall:

10.1 Manage all corporate database software (Oracle, MySQL, etc.) and applications, maintenance and reporting tool assets. The contractor shall manage and support current and future migration and upgrade efforts, develop, design, implement, test, and certify Oracle, MySQL and other software applications and reporting requirements. Develop and provide system and user support documentation.

10.2 Responsible for designing methods to store, analyze, utilize, and organize data.

10.3 Identifies database requirements by interviewing customers; analyzing department applications, programming, and operations; evaluating existing systems and designing proposed systems.

10.4 Maintains database performance by calculating optimum values for database parameters; implementing new releases; completing maintenance requirements;

evaluating computer operating systems and hardware products.

10.5 Insures system and data integrity through the use of an approved backup and restoration strategy.

10.6 Migrates data from old systems to new system

10.7 Plan and coordinate security measures alongside network administrators

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10.8 Audit, modify, and amend data in systems using SQL commands, hand-editing, and bulk import.

10.9 Create high-level reporting systems.

10.10 Enhance or build database designs.

10.11 Provide all program (project) related documentation to the COR or notify COR where it is stored. Program documentation shall include but is not limited to the following items: Project Requirements, Project Schedule (including timeline with milestones), Sample Code, Test procedures and test results, Statement of maintenance requirements, System documentation, User documentation, Source code, and Completed application (compiled) code.

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ATTACHMENT NO. 3: SAMPLE TASK ORDER

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

WESTERN FEDERAL LANDS HIGHWAY

DIVISION

INFORMATION TECHNOLOGY SUPPORT

SERVICES

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DEFINITIONS

Contract Discrepancy Report (CDR) – Government document used to coordinate contract discrepancies and corrective actions through the Contracting Officer.

Contracting Officer (CO) – The only individual authorized to obligate the Government and make changes to the Performance Work Statement (PWS) and Quality Assurance Surveillance Plan (QASP).

Contracting Officer’s Representative (COR) – The COR is WFLHD's primary contact with the Contractor. The COR does not have the authority to change the terms and conditions of the Task Order.

Contractor Performance System (CPARS) – The online program for reporting and reviewing contractor performance information.

Contractor’s On-Site Supervisor (Supervisor) – Contractor’s on-site representative and primary point of contact for the COR.

Performance Work Statement (PWS) – The Task Order document that specifies the services required.

Quality Assurance Surveillance Plan (QASP) – The Governments written plan that identifies the methods the Government will use to measure the performance of the contractor and the performance standards for the tasks stated in the Performance Work Statement.

Quality Control Plan (QCP) – The contractor’s deliverable that defines how Quality Control will be implemented to ensure acceptable services is provided.

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INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor performance and state performance standards for implementing the IT Support Services contract at Western Federal Lands Highway Division (WFLHD).

The QASP provides a list of service standards and common methods the Government will utilize in evaluating contractor performance.

This QASP is based on the premise the government requires the contractor to maintain a quality standard in the operation of the Information Technology Support Services and that a service contract to provide the service is the best means of achieving that objective.

The contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance and performance evaluation.

In this contract, the contractor’s quality control program is the driver for the quality of services.

The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

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FOR

SURVEILLANCE:

The Contracting Officer’s Representative (COR) will receive complaints from WFLHD personnel and pass them to the Contractor's On-Site Supervisor (Supervisor) for correction.

STANDARD:

The contractor must meet the performance standards cited for each performance objective and performance metric. The COR may initiate a Contract Discrepancy Report (CDR) and notify the contracting officer for appropriate action in accordance with FAR 52.212-4, Contract Terms and Conditions-Commercial Items or the appropriate Inspection of Services clause, if the contractors performance does not meet established thresholds.

PROCEDURES:

Customer Complaints: Any WFLHD employee that observes unacceptable services, either incomplete or not performed, for any of the performance standards may submit a customer complaint to the COR. The COR will use the Customer Feedback Record (CFR) to document customer complaints.

• The COR will consider the customer complaint valid upon receipt from the customer.

The COR will consider customer complaints as resolved unless notified otherwise by the customer.

• The Supervisor will be notified by the COR that a customer complaint has been received.

The Supervisor will be given two hours after verbal notification to correct the unacceptable performance. If the Supervisor disagrees with the complaint after investigation and challenges the validity of the complaint, the Supervisor will notify the COR. The COR will conduct an investigation to determine the validity of the complaint.

o If the COR determines the complaint as invalid, he/she will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files.

o If after investigation the COR determines the complaint as valid, the COR will inform the Supervisor and the Supervisor will be given an additional hour to correct the customer complaint, or present a satisfactory plan for achieving resolution of the complaint. The COR will provide the written customer complaint to the Supervisor for completion.

• A customer complaint will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished.

• The Supervisor shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance.

• Recurring customer complaints may be a sign of service problems. If a repeat customer

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Contract Discrepancy Report (CDR): The COR will submit the CDR to the Contracting Officer

(CO).

• The CO will forward the CDR to the contractor for review and response to the CO.

• The CO will review the contractor’s response and corrective actions (if any) and will either close out the CDR or take additional steps.

• The contractor will be provided a copy of the completed CDR for their records.

PERFORMANCE REQUIREMENTS SUMMARY

The following performance standards will be used to measure the performance of the contractor.

These standards are applicable to the functional areas of the Performance Work Statement (PWS). The WFLHD COR will monitor contractor performance.

The contractor is responsible for performing within the specified standards. The Government will utilize the surveillance methods to monitor contractor performance.

Tasks include, but are not limited to: IT facilities management and IT physical security;

telecommunications/network engineering services; network administration; network configuration, installation, maintenance, repair, and upgrades; firewall management and maintenance; server platform administration; server installation, maintenance, repair, and upgrades; system back-ups and restores; applications system administration; emergency preparedness; inventory control; maintenance, support, and service agreement management;

audio, video, and web conferencing; user support/help desk; workstation management; wireless services; and voice and data services.

Incentive/Disincentive for Performance:

Incentive: Positive performance evaluation report to the Contractor Performance System.

Disincentive: Negative performance evaluation report to the Contractor Performance System, option periods not exercised, or termination actions.

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RESERVED

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CUSTOMER COMPLAINT DRIVEN PERFORMANCE OBJECTIVES

General IT Support Services:

Performance Objective PWS Section Performance Standard IT Material Control and Peripheral Support.

All computer systems, accessories, and peripherals are accounted for. Computer equipment is not relocated, removed, or replaced without appropriate authorizations.

5.0 6.0

No more than 3 customer complaints monthly.

PC Troubleshooting and Repair.

All desktop and notebook computers function properly using approved software and standard configurations.

4.0

Document Production Printers, plotters, copiers, scanners and facsimile machines work properly, consumables are replenished in a timely manner, and maintenance is performed to minimize device failure.

Repairs are initiated as needed to insure efficient operation.

4.0 5.0 6.0

No more than 3 customer complaints monthly.

Telecommunications Telephone handsets, call features, and voicemail function correctly. The phone system is adequately protected against infiltration or unauthorized access. PBX data is sufficiently protected from system failure or disaster.

7.0 No more than 3 customer

complaints monthly.

CAD Systems Software Support CAD systems (hardware and software) operate efficiently, with minimal errors. Customized applications, uniform configurations, and automated tools and routines are used to improve the WFLHD CAD environment.

4.0 No more than 3 customer

complaints monthly.

Application Development Application change requests are documented in writing. Customer are kept appraised of any changes, all changes are documented and processed using approved procedures and methods.

8.0 9.0 10.0

No more than 3 customer complaints monthly.

Network/LAN Support.

LAN/WAN is operating 99% of normal work schedule hours. All computer stations are connected to the WAN/LAN. Users can access the WAN/LAN from remote locations. All users have access to their applicable network drives. All data is sufficiently protected from system failure or disaster.

2.0 3.0

No more than 3 customer

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Performance Objective PWS Section Performance Standard WFL Internet/Intranet Development Services.

The web pages are maintained and updated as specified. Requests for routine changes and updates to web pages shall be completed within 2 business days. The web pages adequately support customer communications. All users have access to the Internet/Intranet. The system is adequately protected against infiltration or unauthorized access.

8.0 No more than 3 customer

complaints monthly.

Software Applications.

All computers have the latest approved version of software installed. Software configuration follows standard procedures and configuration requirements are strictly followed. Software installations and updates will have no or minimal disruption to business operations.

2.0 3.0 4.0

User Support.

All users have adequate access to the Service Desk in order to effectively report problems, request information, and receive assistance in using computer equipment, and related systems. Customer interactions are courteous and foster open communication.

2.0 3.0 4.0 5.0 6.0 7.0

No more than 3 customer complaints monthly.

Project Management Adhere to project schedules, keep schedules current, and adjust as necessary. Stakeholders, sponsors, project team members, and contributors are kept involved in, and apprised of, the projects progress, or issues influencing progress.

2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 complaints monthly

TECHNICAL/METRICS DRIVEN PERFORMANCE OBJECTIVES

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Service Desk and Peripheral Support, General Operation

PWS Section Performance Metric Performance Standard Surveillance Method

6.0 Staffed Support (Availability)1 Uninterrupted coverage, 6 a.m. to 5 p.m. (11 x 5). • Reports

• Observation 2.0 3.0 4.0 5.0 6.0 7.0

Incident reporting 97% of requests for local support services, i.e., System Builds, Meeting

Room Setup Appointments, etc., are entered into the Governments Service Desk support software.

• Reports

• Observation

2.0 3.0 4.0 5.0 6.0 7.0

Incident Management (Work Logs)

Accurate and Current Incident Work Logs

• 3% random sampling

2.0 3.0 4.0 5.0 6.0 7.0

Incident Management (Pending)

All “pending” incidents updated on a weekly basis, (excluding local support services, i.e., System Builds, Meeting Room Setup

Appointments, etc.)

• Reports

• Observation

• Twenty-five percent random sampling of pending incidents.

2.0 3.0 4.0 5.0 6.0 7.0

Incident Management (Incident State)

Incident “state” set appropriately

• 3% random sampling

Note 1: Applies to service desk as a whole, and may be accomplished by combining, Tier 1, Tier 2 and Tier 3 support. The COR. may grant limited exception from the uninterrupted coverage performance standards.

Random Sampling: Work Logs, Incident State, and Time - A percentage of the total incident volume for the month, but not less than 10 incidents.

• Incident Volume x 3% = Sample Size (Rounded to the nearest whole number).

Random Sampling: Pending – 25% Random sampling of pending incidents, but not less than 10 incidents.

• Pending Incident Volume x 25% = Sample Size (Rounded to the nearest whole number).

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Acceptable Error Rate: 15% or less of the sample, the Contractor will address all non-compliant incidents identified during sampling.

• Sample Size x 15% = Maximum allowable error rate (Round to the nearest whole number).

Example: (Assume a monthly Incident Volume of 453 incidents)

Sample Size 453 x .03 = 13.59, the required sample size is fourteen incidents

Allowable Error Rate 14 x .15 = 2.1, the maximum allowable error rate is two incidents

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Network Services & CAD Support

PWS

Section Performance Metric Performance Standard Surveillance Method

2.0 3.0

Network Availability1 99% 11x5

Periodic Review of Reports and Customer Feedback

2.0 3.0

All storage backed as specified in the Backup and Recovery Plan 95% of backups are completed successfully

2.0 3.0

Disk Storage Capacity

• Contractor reports low disk free space to

COR or IT Team Leader.

Maintain 25% available free space of total storage capacity daily

2.0 3.0

Restoration time for All Server Related Outages ≤4 hours to restore service

2.0 3.0

Account Administration -Network account privileges, and WFL specific applications

One business day from receipt of request for administrative change

Periodic Review of Reports and Customer Feedback

2.0 3.0 4.0

CAD Plotting Availability 99% 11x5 Periodic Review of Reports and

Customer Feedback

2.0 3.0 4.0

CAD Data Availability 99% 11x5 Periodic Review of Reports and

Customer Feedback

2.0 3.0 4.0

Infrastructure Change Management 98 % of infrastructure changes are approved in advance with appropriate risk analysis.

Periodic Review of Reports and Customer Feedback

Note 1: Excluding scheduled maintenance.

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IT Material Control The following table outlines specific performance metrics, performance standards, and surveillance methods pertaining to IT Material Control and Peripheral Support. Furthermore, this portion of the PRS describes the standards by which the contractor shall meet the task assignments.

Tasks include, but are not limited to the issue, receipt, and inspection of computer hardware, software, and other information technology devices.

PWS Section Performance Metric Performance Standard Surveillance Method

5.0 Equipment moves between employees located in Vancouver WA.

(a) Completed FHWA 1363 submitted & processed prior to relocation of equipment.

(b) Physical relocation accomplished within three business days of submission of FHW A1363.

98% Compliance

Periodic Review of Reports, Customer Feedback

5.0 Preparing equipment for shipment to field offices

(a) Assures all shipments are addressed correctly

(b) Assures packaging appropriately protects equipment from damage.

98% Compliance

5.0 Returning equipment to Depot

(a) Useable returned equipment is stored in the IT Equipment Cage for reissue or;

(b) Unusable equipment is stored for evaluation.

98% Compliance

5.0 Evaluate returned equipment for serviceability

(a) Returned equipment will be repaired or serviced and transferred to the IT Equipment Cage, or equipment will be reclassified and readied for disposal. No more than 10 units shall be accumulated for evaluation at any time.

(b) Evaluation time period allotted will be 5 days.

98% Compliance

5.0 Maintenance of storage areas

(a) Maintain clean, hazard free, and organized work and storage areas.

98% Compliance

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Other IT Support Operations

Section Performance Metric Performance Standard Surveillance Method

7.0 Voice Services

-Service Availability ≥99% 24x7 Periodic Review of Reports, and

Customer Feedback 6.0 Audio, Video, & Web Conferencing -Service Delivery ≥95% during business hours or as scheduled

8.0 WEB and Internet/Intranet Development

-Content errors corrected -Functional errors corrected

≤2 business days

Periodic Review, and Customer Feedback

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Cyber Security The following table outlines specific performance metrics, performance standards, and surveillance methods pertaining to Cyber Security.

Furthermore, this portion of the Performance Requirements Summary describes the standards by which the contractor shall meet the task assignments. Tasks include, but are not limited to, cyber resource protection, cyber security planning, and cyber risk management.

PWS

Section Performance Metric Performance Standard Surveillance Method

2.0 3.0 4.0 5.0 6.0

Malicious Code Identification and Prevention (e.g., virus, Trojan horses)

• Review FHWA vulnerability reports weekly

• High risk remediation completed as prescribed in

DOT Security Compendium

• DOT Baseline implemented on all servers.

>95% Servers >95% All Other Devices

Periodic Review of Reports, Customer Feedback

2.0 3.0 4.0 5.0 6.0

Critical/Non-maintenance Security Related Patches Tested and Applied Within FHWA prescribed deadlines.

90%

2.0 3.0 4.0 5.0 6.0

Ability to Report Current Configuration of contractor Supported Systems

≤8 hours

2.0 3.0 4.0 5.0 6.0

Incident Responses1 -Response Time -Notify COR of incident ≤1 hour2

All Compliance with Applicable Security Regulations (Per contract section 3.7 Protection of Information, and contractor Security Plan)

100% Compliance

Note 1: From log of incident.

Note 2: The one-hour standard represents a time limit to respond to the incident(s) and notify the COR.

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ATTACHMENT NO. 4: SAMPLE TASK ORDER PERFORMANCE

WORK STATEMENT

Central Federal Lands Highway Division Lakewood, CO

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TABLE OF CONTENTS

Para Description Page (C-)

1.0 Description of Services 3

2.0 Network/LAN Support 3

3.0 Systems Administration 4

4.0 CAD Systems Software Support 5

5.0 Service Desk Support 6

6.0 Telecommunication Support 7

7.0 Web Development 7

8.0 Software Development 8

9.0 Database Management and Support 9

10.0 IT Service Manager 10

Sol. No. DTFH70-15-R-00009 Information Technology Support Services 2 of 10

Performance Work Statement for

Central Federal Lands Highway Division Information Technology Support Services

1.0 Description of Services.

1.1 Central Federal Lands Division (CFLHD) provides transportation engineering services and construction management on national forests, national parks, Indian reservations, and other public lands by preparing plans, awarding contracts, managing construction projects, and conducting bridge inspections and surveys. CFLHD Information Technology section provides remote network operations and maintenance support, computer automation, and technology support, and communications support to approximately 250 users who deliver these services throughout the FHWA Federal Highway’s Central region, headquartered in Lakewood, CO.

1.2 Personnel assigned must keep current on the common industry technologies associated with this task order, including state-of-the-art work and commercial systems in the technological areas.

1.3 Personnel must possess and maintain a valid state drivers’ license and may be required to operate a Government furnished vehicle in conjunction with local or other travel to support the requirements of this task order.

2.0 Network/LAN Support/System Administration. (System

Administrator/Manager III) The contractor shall:

2.1 Provide planning, engineering, and technical assistance to FHWA/CFLHD in the installation and upgrading of new and existing file and print servers, application servers, database, KVM switches and software. As upgrades to FHWA baseline systems and software become available, the contractor shall provide the necessary expertise required to upgrade the network. This shall include the research and testing of software and hardware upgrades; writing technical instructions; developing detailed project plans including scope, cost estimates, risk assessments, project milestones, and timelines.

Provide training for LAN Administrators and other designated personnel.

2.2 Provide computer, engineering, and other technical support (along with support for on-line systems) to ensure continuous operation of FHWA/CFLHD’s LANs/WANs, including working with various departmental service providers. This shall include working with personnel to conduct periodic reviews of LAN performance, configuration, and systems maintenance procedures.

2.3 Maintain computer rooms, telecommunications closets, and network centers in a clean and orderly manner.

2.4 Respond to service requests related to problems with file servers, communication servers, print servers, and other network devices such as switches and routers.

2.5 Support the current, and future, office automation platform and electronic mail systems.

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2.6 Analyze processing malfunctions in cooperation with Government personnel to determine causes and take appropriate corrective action. Notify the Government Systems Manager, IT Team Leader, or Contracting Officer’s Representative (COR) immediately if unable to solve a problem.

2.7 Perform standard operator preventative maintenance on all hardware as defined by the equipment vendor and/or CFLHD established procedures.

2.8 Monitor usage of equipment (i.e., ports, disks, CPU, workstations, and printers) using system tools and provide statistical utilization reports upon request.

2.9 Perform system maintenance (backup, restore, optimize, etc.) in accordance with established CFLHD procedures.

2.10 Ensure that all data communication lines are operational; respond to all network and systems problems; and place service calls as necessary.

2.11 Be responsible for the creation, setup, and management of network user accounts;

including meeting CFLHD security plan requirements.

2.12 Work in conjunction with the Systems Manager, IT Team Leader or COR, and DOT’s IT Support staff, to develop LAN performance plans, strategies, policies, and standard operating procedures for CFLHD.

2.13 Perform emergency maintenance and other maintenance/upgrades on systems hardware/software as necessary. This may require working outside normal duty hours.

Prior to performing any after hour maintenance, approval must be obtained from Government personnel.

2.14 Set up and/or relocate hardware (i.e., network workstations, printers, servers, switches, routers) as required. This shall require lifting up to 40 pounds from floor to desktop height.

2.15 Initiate trouble call reports with applicable Government agencies or manufacturers on warranted items to replace or repair failed components.

2.16 Perform system backups and restores utilizing the appropriate backup software and archival maintenance as required, and on an emergency basis.

2.17 Set up local area networks in remote field offices. This may be accomplished by DSL or cable-based technologies, or via cellular or wireless technology. This may entail performing site assessments, network design/layout, setting up switches, routers and other network equipment.

2.18 Perform installations of cables, and minor construction type work such as drilling holes in floors, assembling cabinets, and bolting them to the floor and/or wall;

disassembling severs, and other rack mounted equipment to gain access for repairs;

running fiber and copper wire in ceilings; mounting and connecting wall jacks;

terminating fiber and copper connectors; and disassembling and removing equipment racks and cables.

3.0 Systems Administration. (System Administrator/Manager III) The contractor shall:

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3.1 Be responsible for the upkeep, configuration, and reliable operation of information systems such as the CFLHD Project Management Information System

(PMIS).

3.2 Ensure that the uptime, performance, resources, and security of information systems meet the needs of the Division, key stake holders and end users.

3.3 Perform server upgrades, installations, decommissions, patching, application of Group Policy Objects (GPO’s), vulnerability resolution, and administer server based applications such as Primavera P6, ArcGIS, and others.

3.4 Install, or upgrade computer components and software; automate routine tasks;

write computer programs, troubleshoot, develop documentation, and provide technical support.

3.5 Install, modify, or remove print server queues, drivers and administer Windows print server, including the assignment of print permissions to users and troubleshooting network print issues.

3.6 Work in conjunction with the IT Team Leader, or COR, to develop system performance plans, strategies, policies, and standard operating procedures for CFLHD.

3.7 Perform system backups and restores utilizing the appropriate…