Attachment 1 - PERFORMANCE WORK STATEMENT - FY25 BTES - 25 Nov 2024.docx

PERFORMANCE WORK STATEMENT

for

COMPUTER SUPPORT TECHNICIAN

Base Training & Education Services Cannon Air Force Base, New Mexico

1 Oct 2024

TABLE OF CONTENTS

l. DESCRIPTION OF SERVICES

1.1 Basic Services

1.2 Specific Tasks

2. CONTRACTOR EMPLOYEE QUALIFICATIONS

2.1 Resume Qualifications

2.2 Working knowledge of Controlled Unclassified Information (CUI) and PII.

2.3 National Agency Investigation (NACI)

2.4 National Agency Check with Written Inquiries and Credit Check (ANACI).

2.5 IT access to AFSOC LAN system

3. GOVERNMENT FURNISHED PROPERTY

3.1 Conservation of Utilities

4. GENERAL INFORMATION

4.1 Contractor Employees

4.2 Contract Manager

4.3 Work Schedule

4.3.1 Recognized Holidays

4.4 Security Requirements

4.5 Physical Security and Key Control

4.6 Safety Requirements and Reports

4.7 Non-essential Service

4.8 Contractor Manpower Reporting

5. SERVICE SUMMERY

5.1 Service Summary Table

1. DECRIPTION OF SERVICES. This is a Non-Personal Services Contract in support of United States Air Force (USAF) voluntary off-duty education program providing computer technology support and assistance to the Base Training and Education Services (BTES) Office. The contractor shall provide all labor, supervision, transportation and other items and services necessary to perform Computer Technology Support at Base Training and Education Services (BTES) office, Cannon AFB, New Mexico in accordance with all federal, state and local laws and regulations.

1.1 Basic Services. The contractor shall provide hardware and software system administrative support to include Local Area Network (LAN), and maintenance on all computers for the BTES office to include servers, fax machines, receivers, switches, routers, printers and other peripherals critical to proper function of Cannon AFB BTES technology systems.

1.2 Specific Tasks. The contractor shall maintain clear, concise, and effective communications with BTES office, Unit personnel and leadership groups; must adhere to and follow Department of Defense Instructions (DoDIs), Air Force Instructions (AFIs) and Standard Operating Procedures (SOPs). All tasks shall be accomplished in accordance with (IAW) the aforementioned regulations and the local computer/technology guidelines. The Air Force Instructions (AFIs) will be made available upon request (some are available through on-line reference material) as a guide to accomplish the referenced tasks in this PWS. Professional Development. The contractor shall remain current on methods and procedures within the Information/Computer Technology support community. The contractor may participate with in-house, computer based, no-cost training, associated with this PWS. Comment by WILLIAMSON, KENNETH D CIV USAF AFSOC 27 SOCONS/PKP: This is not a personal service contract. If you are referring that is something IT Specific, you must make that very clear

1.2.1 Provide maintenance on Cannon AFB BTES Web page in compliance with Controlled Unclassified Information (CUI) directives. Update links, build pages, link appropriate documents and databases, manage layout and meet any other requirements to ensure quality of Web page and that it integrates with the Air Force BTES website.

1.2.2 Implement any new systems per USAF directive (software/hardware) as provided by the BTES Flight Chief. Assist in identifying needed upgrades and set up new computers and other information systems to support gradual improvement of the BTES facility. If any new system is determined to be needed, the contractor shall obtain approval from the BTES Flight Chief, and notify the contracting officer of potential contract price increase or decrease before implementation of the software/hardware. Comment by WILLIAMSON, KENNETH D CIV USAF AFSOC 27 SOCONS/PKP: You may want to add something like: if any new system (software/hardware) is determined needed the contactor shall obtain approval from the COR and notified the contacting officer of potential contact price increase or decrease before implemented new software/hardware

1.2.3 Provide all networking architecture recommendations and networking support to improve BTES network.

1.2.4 Establish procedures for safeguarding all critical data. Design back- up methodology to guarantee uninterrupted Base Educations Office services to customer.

1.2.5 Develop tracking system within the BTES to (including all required documentation) monitor all information systems. Establish diagram of facility (i.e., eTesting room, eWAPS rooms, Education Office) with associate database to track fixes and implementation of information systems. Comment by WILLIAMSON, KENNETH D CIV USAF AFSOC 27 SOCONS/PKP: Recommend adding: within the BTES

1.2.6 Provide safe migration of important data from one system to another. Install and maintain Education Center's primary database. Conduct upgrades to database and provide training to BTES personnel.

1.2.7 Provide recommendations to the BTES Flight Chief for future planning and improvements to existing information system structure.

1.2.8 Assist BTES Flight Chief in research and purchase of all information systems and components required to improve existing BTES technology systems.

1.2.9 Provide proper information security on all systems. Educate personnel on proper security procedures to protect sensitive data and records in compliance with CUI and directives.

1.2.10 Train office personnel on software required for them to efficiently execute their jobs.

1.2.11 Perform any other critical technical system support as requested by the BTES team leader for successful operation of the BTES technology.

1.2.12 Fix all local area network (LAN) problems that may arise in the BTES Offices and troubleshoot non-complex software problems.

1.2.13 Ensure all equipment is fully operational. The contractor shall monitor the use of computer equipment periodically and shall be available to assist with any technical problems. The contractor shall notify the Flight Chief of any malfunctioning equipment as soon as possible but no later than 3 business days of discovery.

2. CONTRACTOR EMPLOYEE QUALIFICATIONS

2.1 Resume must list the two to five years of experience in computer tech support, to include verifiable professional references and relevant training/certification within industry. The individual performing the work must be capable of passing a DoD security clearance at the "Secret" level or above.

2.2 Have excellent customer service skills and verbal communications skills are essential. Contractor employees shall maintain working knowledge with CUI (previously known as Privacy Act Information (PII)) and information security.

2.3 Contractor employees must be able to complete/maintain a National Agency Investigation (NACI) and Inquiry (NAIC) to access DoD networks.

2.4 Access National Agency Check with Written Inquiries and Credit Check (ANACI). ANACI's are conducted by OPM and are required for civilian employees' initial Secret security clearance or assignment to non-critical sensitive positions. The Office of Personnel Management (OPM) is the DoD Authorized Personnel Security Investigation Provider.

2.5 Must be able to have IT access to AFSOC LAN system. A LAN waiver must be completed if the employee has not had an investigation. If required, it is only allowed for the duration of the investigation process, not to exceed six (6) months. Contractor must provide the clearance in strict accordance with Government policies once the contract is awarded.

3. GOVERNMENT FURNISHED PROPERTY OR EQUIPMENT (GFP/GFE). Government Furnished Equipment will not be provided. The Government will make available for the contactor to use office supplies, workspace, and a computer with necessary applications and access to perform computer support services. Local telephone and Defense Switching Network (DSN) access will be provided for official use only.

3.1 Conservation of Utilities. The contractor employee shall practice utility conservation. The contractor shall be responsible for operating under conditions that prevent the waste of utilities.

4. GENERAL INFORMATION

4.1 Contractor Employees. The Contractor shall not employ persons for work on this contract if such employee is identified to the Contractor by the CO as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population.

4.1.1 Identification of Contractor. The Contractor employee shall present a neat and professional appearance and be easily recognized as contracted employee. This shall be accomplished by wearing distinctive clothing bearing the name of the company or by wearing appropriate badges, which contain the company name and employee name in English.

4.1.2 English Language. Employees who deal directly with customers shall communicate clearly and concisely with the customers in English.

4.1.3 Conflict of Interest. The Contractor shall not employ any person who is an employee of the U.S. Government if employing that person would create a conflict of interest.

4.2 Contract Manager (CM). The contractor shall provide a contract manager. The contractor shall submit the name, address, telephone number of the CM within 2 days of contract start date. This contact information shall be kept current throughout the life of the contract. The CM shall have full authority to act for the contractor on all matters relating to daily operation of this contract. The CM shall be available, either in person or by phone, from 8:00 through 4:00 pm to discuss issues. The CM shall be able to read, write, and speak English.

4.3 Work Schedule. The contractor will provide the work schedule every two (2) weeks based upon training broadcast schedule to the BTES Chief or Flight Chief for broadcast training outside of the normal business hours; the other routine work elements must be performed to support the day-to-day office operations during business hours. The contractor is responsible for conducting business a minimum of 15 hours per week, but no more than 8 hours in one day for a maximum of forty (40) hours per week, or a maximum of hours (720) awarded for the contract for the year. Normal business hours are between the hours of 0730-1730 Monday thru Friday except Federal holidays, crisis, national emergencies and administrative closing. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

4.3.1 Recognized Holidays and Wing Family days. The contractor employee will NOT be compensated/paid for or required to work on Wing Family Days/Down Days and the following recognized holidays:

Independence Day

4.4 Security Requirements. The contractor shall be responsible for all passes issued to employees under this contract. Applications shall be coordinated through the Contracting Officer. A background check may be conducted in connection with base pass requests. The contractor employees performing the work shall require a background investigation National Agency Check (NAC). Upon termination of employment or contract expiration, the contractor shall be responsible for returning identification cards and base passes to Security Forces within 24 hours.

4.5 Physical Security and Key Control. The contractor shall be responsible for safeguarding all Government facilities, equipment, material and keys provided. At the close of each work period Government facilities, property, and materials shall be secured. The contractor shall ensure all keys/key cards issued to the contractor by the Government are not lost or misplaced, duplicated, and are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the Government. In the event keys are lost or duplicated, the contract employee shall, notify the BTES Flight Chief or representative. The Government may replace the affected lock or locks or perform rekeying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the locks is the contractor's responsibility. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost is the responsibility of the contractor. The contractor shall control access to all Government provided lock combinations to preclude unauthorized entry. The contractor is not authorized to record lock combinations. Comment by WILLIAMSON, KENNETH D CIV USAF AFSOC 27 SOCONS/PKP: You may want to talk to operational security somewhere in this area. You can talk with your unit security manager about operational security

4.6 Safety Requirements and Reports. The contractor shall perform work in a safe manner as required by OSHA Safety and Health Requirements.

4.6.1 Mishap Notification. The contractor shall provide a verbal report to the CO as soon as possible of each occurrence of damage to Government property or a mishap resulting in death, injury, occupational disease or adverse environmental impact. Contractor will follow-up to provide written report to the CO within 2 business days.

4.6.2 Reporting. The contractor shall provide a copy of all required Accident Investigation Reports to the CO within 5 calendar days of each occurrence. The contractor shall report contractor personnel occupational injuries, illnesses and other related activities in accordance with the Occupational Safety and Health Act (OSHA). The contractor shall maintain records as required by Federal, State, and local regulations.

4.6.3 Investigation. The contractor shall cooperate fully and assist Government personnel in any Government mishap investigation until released by the mishap investigation authority. Do not release mishap information outside of the official Government.

4.7 This service is determined to be non-essential for performance during a crisis.

4.8 Contractor Manpower Reporting. The contractor shall report all contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the "U.S. Air Force" via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: https://SAM.gov. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractor may direct questions to (SAM.gov) Help.

5. SERVICES SUMMARY. The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The Services Summary (SS) and the Contractor’s Quality Control Plan provide information on contract requirements, the expected level of Contractor performance, and the expected method of government validation and confirmation of services provided. These thresholds are critical to mission success.

5.1 Service Summary Table