Consolidated_Vendor_N2ITSM_PWS_Draft_Questions_-_23_FEB.docx

DOCX document 164 KB Posted Feb 24, 2016

Attached to: Draft N2ITSM Performance Work Statement
Solicitation number: FA2517-15-R-7001
Issued by: Department of the Air Force Space Command

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The purpose of this amendment is to post the Questions and Answers in reference to the DRAFT Performance Work Statement (PWS) for the North American Aerospace Defense Command (NORAD) and US Northern Command (USNORTHCOM) Information Technology Service Management (N2ITSM). The Questions and Answers provide a consolidated approach to all the inquiries received from industry. However the Government will not be including the revised PWS at this time. All the PWSs attachments and other documents will be.

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Other files

File	Type	Posted
N2ITSM_Basic_IDIQ_PWS_DRAFT_v13_4_Feb_16.doc	DOC document	Feb 4, 2016
N2ITSM_Mexico_PWS_DRAFT_v5_3_FEB_16.docx	DOCX document	Feb 4, 2016
N2ITSM_Network_O M_PWS_DRAFT_v5_4_Feb_16.doc	DOC document	Feb 4, 2016

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MFT TEAM RESPONSES

Question #

RFP/PWS Reference

Security/Technical / Management

Questions / Comments

Government Response

PWS Change Required (Y/N)

Location of Change

General

RE: NAICS Code 541519

Will the Information Technology Value Added Resellers, 150 employees’ exception be allowed?

No, this is not a requirement for Information Technology Value Added Resellers. Services are greater than 60% of the entire effort

General

Will the Government provide a Draft RFP prior to the final RFP in order for small business primes to assess the evaluation criteria (e.g., Tech Vol, Section L & M, Past Performance requirements)?

The Government intends to provide DRAFT RFP in the near future. Please monitor FBO for updates

General

Has the government determined if the N2ITSM acquisition will be a SB open market competition?

This requirement is set aside for Small Business concerns under NAICS 541519

General

Will the Government consider holding an Industry Day prior to the final RFP?

The Government intends to hold a Site Visit once the RFP has been issued

General

Every Sub-task references a Government Policy. Will the government provide a policy for each sub-task?

Yes, Government Policies will be available on portal upon contract award

General, Basic IDIQ PWS 5.10.2

Will the Government provide an automated tool for displaying KPIs and CSFs or will the contractor be held responsible for providing a fully automated tool to display KPIs and CSFs? This has historically been a debate between the Gov’t and Contractor on the “meaning” of automation. What does “portal-based dashboard” mean?

The Government is not providing a specific automation tool. All tools available are identified in the Software Catalog which will be provided with the RFP. Automation means that the requirement information is updated to the display in as close to real-time as possible.

General

Can you provide the status of the ITSM Tool and if it has been fully implemented by the current contractor?

The current contractor uses the ITSM Tool and it is fully implemented based on the current contractor’s business rules. This will have to be reviewed and, if needed, recommendations made by the vendor.

General

Will the Government provide a technical library and include the Governments ITSM CONOPs to include Government-Contractor interfaces?

Yes, a tech library will be provided with the RFP.

General, Basic IDIQ PWS 5.1.10 C

Does N-NC have a fully developed Service Catalog to include user-facing and technical services with service packages and service level packages and architectures?

Yes, the service catalog will be provided with the RFP.

General

Will the Government provide a list of the current projects and current requirements in queue?

No, the Government will not provide a list of the current projects and current requirements in queue during solicitation; the contractor will receive a listing of ongoing projects, if any, at time of contractor award.

General

Will the Government provide the CONOPS and/or the process for corporate project governance?

Yes, after contract award.

General

Will the Government provide current data or sample data sets for incidents, problems, request fulfillment, events and request for information so we can examine the data for staffing considerations?

Yes, Scoping data provided is paragraph 1.5.1 and 1.5.5 of the PWS.

General

What are the Government’s expectations wrt the Basic IDIQ PWS and the Network O&M PWSs? Is the Government going to combine the PWSs or keep them separate? Rationale? Only relevant difference is the background info and some description of services.

No, PWSs will remain separate as each document will be part of a different contract vehicle e.g. Basic IDIQ, Task Order 1, and Task Order 2

General

Will the Government provide the N-NC Tools architecture for event management, boundary management, and internal defense-in-depth, and provide any integration documents for situational awareness (i.e., integration with ITSM tool or other fusion tool)?

The N-NC tools for event management are identified in the Service Catalog and Software Catalog; will be provided with the RFP

General

Will the Government provide a systems-to-customer/location mapping (e.g., NIPR – N-NC HQ) and within the table, depict the status of the system (e.g., version and if N-NC is keeping system O&M or divesting O&M)?

Information is available in tech library – architectural system diagrams and Service Catalog; will be provided with the RFP

General

Historically within DoD, monthly PMRs turn into debates between the Government and Contractor due to vagueness in how the Government will hold the Contractor to KPI and CSF achievement. How will the Government hold the Contractor accountable for KPI and CSF achievement?

Monthly Contractor Reporting and Monthly Government Surveillance of KPIs, KPPs, and Deliverables

General, Basic IDIQ 5.10.1 A & B

And 5.10.2

Will the Government have a transition-in or phase-in period for the Contractor to achieve KPIs and CSFs? 3 months, 6 months, etc? You state contractor will be responsible at contract start for all processes and products, but you also state contractor will produce an implementation plan 60 days after contract award. Shouldn’t the implementation plan come first?

Implementation Plan will come first; Consideration will be made for achievement timeline for achieving KPIs and CSFs 90 days after contract start.

IDIQ 5.10.1 A, and O&M 5.10.1 A

Section 5.10.1

Section 5.10.1 Process Models, A. The contractor shall have and maintain an International Organization for Standardization (ISO) 9001… for all processes to be performed in this PWS. Please clarify exactly what ISO certifications are required.

ISO 9001:2000 or ISO 9001:2008; to ensure that the Contractor can demonstrate its ability to consistently meet Government requirements for performance measures and quality of deliverables/outputs; Focused on Quality Management; PWS will be revised.

IDIQ & O&M PWS 5.10.1 A.

General

Historically, performance-based contracts do not serve Combatant Commands operational mission satisfactorily. How is the Government going to manage and ensure the Contractor is held responsible for service levels and achieving the mission without the N-NC/J6 military and civilians getting involved in the hands-on delivery of services?

CORs will provide contract oversight. Deliverables are due in IAW the PWS.

General

Is the Government going to provide the delineation of tasks between the N2ITSM contractor and the CMAFS 721 CS (and their contractor) within the N-NC operations in CMAFS?

The Contractor shall perform IAW the PWS. The contractor will be notified of any changes. The Government is in the process of establishing an OLA between N-NC and 721st. The contractor will be provided the opportunity to assess the OLA impacts once the OLA is finalized.

General, Basic IDIQ PWS 5.10.1 D

Normally, ITSM tools are set up to with the ITIL processes and integration. You require process models within 90 days. That might require re-tooling the current processes, integration with gov’t oversight mechanisms and re-programming process in the ITSM tool suite. Does the 90 days only include approval of process models, or does it also include the re-programming of processes within the ITSM tool suite?

The Contractor shall perform IAW the criteria established in the PWS.

PWS 1.5

Section 1.5 references transition of services to other DoD providers.

Question: Are there any such service transitions planned or currently on-going and if so is there an associated timetable for the service transition?

The Government will provide a roadmap at contract start; most current considerations for transition are DISA provided services (e.g. DEPS, GVS, etc.).

Basic IDIQ PWS 1.5.3.2

Cisco Juniper Network Upgrade. What is the involvement of the current N2ITSM contractor in regards to this upgrade?

The contractor skill sets are required for both Cisco and Juniper.

Basic IDIQ PWS 1.5.5.E.

2-4 projects per Project Leads/Operations Manager. Workload is based lined on full time equivalent (FTE). What does it mean that the workload baselined on FTE mean?

A FTE is based upon 1880 hours annually.

Basic IDIQ PWS 1.5.5 F.

What are “Non Standard Analysis Reports”?

Non Standard Analysis Reports will be provided in Output Specification; will be provided with the RFP

Basic IDIQ PWS 1.5.5.I. 5

“Changes to proprietary or third-party Government Off-the-Shelf (GOT) or Commercial Off-the-Shelf (COT) software/application that are dependent on N-NC services to release or deploy successfully.” Does the government require someone to make coding changes to proprietary software to work in the NNC environment?

No, coding changes to proprietary software are not needed.

Basic IDIQ PWS1.7.2

Is it correct that the N2ITSM contractor will not provide support to the JCC?

The NOC support task is integrated into the JCC Cyber Watch Operations Center

Basic IDIQ PWS 1.7.2

What are the onsite support requirements (Tier I and II) for CONR and ANR? What is the basis of estimate for this support?

Remote and dispatch to onsite (only if required)

UPDATED TABLE 3 IN IDIQ AND O&M PWS’s

Basic IDIQ PWS 1.7.2

Support to 6 dispatched trips to the Bahamas. Is this a FFP requirement or T&M?

The requirement will be FFP w/T&M for travel and ODCs. Monitor FBO posting for RFP.

Basic IDIQ PWS 1.9

What are the recurring and planned exercises in the expected POP? How does the contractor propose this extra work/overtime?

Refer to Paragraph 5.9 in the Basic IDIQ

Performance Work Statement; the contract is FFP

Basic IDIQ PWS 2.1.1

What is the current Service Desk ticketing system?

Microsoft System Center 2012 R2, Tickets can be created through a self-help SharePoint 2010 portal page or by going into or calling the service desk directly.

Basic IDIQ PWS 2.1.1.1.G

All N-NC customers (to include subordinates, regions, and sectors) to check on the status of requests in real-time.” Is this currently being provided by the ticketing system? Or is this a new requirement?

This can be done through portal or by direct contact with the service desk

Basic IDIQ PWS 2.1.1.3

What is the current call management system?

The Automated Call Distribution (ACD) System service is provided by 21 Communications Squadron.

Basic IDIQ PWS 2.1.2.2

An Incident Model is generally part of a Service Package that describes how incidents to that service are managed (exceptions or additions to the incident management process model). They are prepared BEFORE an incident. Does the government require an incident model after a Major incident? Does the government have another definition of Incident Model?

The Government recommends if the Major Incident has trended frequently, then a model may be required.

	35
	Basic IDIQ PWS 2.1.2.3
	Is metric A the total incidents opened in the reporting period or the total incidents resolved?
“A.	Total Number Of Incidents (All incidents resolved)
B.	Number Of Incidents Resolved Within Priority Levels”
	Total Incidents per a month period, all KPIs and based on a monthly collection of data
	Y
	Basic IDIQ PWS 2.1.2.3 and O&M PWS 2.1.2.2

Basic IDIQ PWS 2.1.2.3

If an incident is still open going into a new reporting period, but has not exceeded the time threshold, is it counted in the first reporting period or period in which it was resolved?

In the period in which the incident was opened.

Basic IDIQ PWS 2.1.3.1 D

What are the “Government-approved service request management systems”?

Microsoft System Center 2012 R2

Basic IDIQ PWS 2.1.3.1.G

“standard request model according to volume, recommended changes and updates. This report shall be provided to the designated Government representative. “ a standard request model is described in paragraph 2.1.3.1.H This requirement makes it sound as if it is a report. Please provide the output spec for the standard request model. How does this differ from the Request Model in paragraph H?

All output specifications will be provided in the output specification attachment; will be provided with the RFP

Basic IDIQ & O&M PWS 2.1.3.1.G

Basic IDIQ PWS 2.1.3.2

If a Request Model is approved as a standard change, is it actually required Monthly? When are Request Models due? Are existing Request Models adequate? Can they be reused?

Yes, requires being maintained monthly, Request models due 90 days after contract start (para 2.1.3.1), Existing models will require Contractor review and recommendations

Basic IDIQ PWS 2.1.3.3

If a request is reopened that was reported as closed in a previous reporting month, how is it counted against the current month’s total number of requests received.

In the period in which the request was opened.

Basic IDIQ PWS 2.1.4.2.C

How are N2ITSM labor categories/positions mapped to category and level of IA Workforce? Is this at the contractor’s discretion? Or will the government dictate or approve levels?

N2ITSM labor categories/positions shall be provided as a part of the contractor proposed management plan.

Basic IDIQ PWS 2.1.4.3 A-C

Is documentation maintained in digital or physical form?

Digital (maintained on NIPRNET portal); contractor is responsible to update/maintain

Basic IDIQ PWS 2.1.4.3.L

Will the government provide the required LRA and TA training?

IAW PWS, the expectation is the vendor will have the necessary training (or a plan to obtain in a reasonable time).

Basic IDIQ PWS 2.1.4.5

Please define a “Service Desk Initiated Access Related Incidents”

A case in which the Service Desk identifies the User incident to be a result of access issues such as permissions

Basic IDIQ PWS 2.1.4.5

Is the KPI User Account Deletion rate actually “E. Total Number of User (Non-Service) Accounts Over 45 Days Inactive” divided by the “G Total Number of Service Accounts?”

This KPI should be E/F. The PWS has been revised.

Basic IDIQ & O&M PWS 2.1.4.6 C

Basic IDIQ PWS 2.1.4.6.E

If elevated privileges will not be approved without 8750 compliance, why is KPI E DoD 8570 Compliance required?

To ensure rights are not retained when training validity expires and to ensure any waivers are captured

Basic IDIQ PWS 2.1.4.6

SIPRNET PKI Tokens should be revoked by the same criteria used to delete inactive accounts, revoke system access or protect the SIPRNET from lost tokens. Please explain why there are negative ramifications of revoking PKI certificates IAW KPI H.

To ensure all tokens are revoked upon turn-in

Basic IDIQ PWS 2.1.5.C

Proper application of the 17 MOF Reliability Workbooks requires the full suite of Microsoft Tools including Microsoft Certificate Lifecycle Manager 2007, Forefront Identify Manager 2010, System Center Operations Manager, etc. Are all required tools installed and available?

Yes, all tools are available

Basic IDIQ PWS 2.1.5.C

A large portion of the MOF Reliability Monitoring and maintenance activities require Powershell or other scripts to confirm. Will the government provide the current script library?

No, the contractor can develop and implement as needed

Basic IDIQ PWS 2.1.5.C

Each MOF Reliability Workbook should be tailored to the organization, the service catalog, environment, risks, SLAs, policies and available manpower. The priority and frequency of each task should be adjusted after analysis of these parameters. Some tasks are modified or eliminated due to this analysis. Has the government conducted this analysis? If not, who will approve the reliability definitions, tuning of task lists, and define and approve changes.

No, the contractor can provide recommendations, subject to Government approval.

Basic IDIQ PWS 2.1.5.C

A sizable portion (40%) of the MOF Reliability Monitoring and maintenance activities cannot be automated and are manual activities that must be assigned to a technician for completion. ( See Column I of each workbook for tasks Microsoft has determined to be manual). Request the government amend the requirement for “Full Automation”.

Concur. PWS revised to state “all that can be automated.”

Basic IDIQ & O&M PWS 2.1.5 C

Basic IDIQ PWS 2.1.5.C

Each MOF Reliability workbook monitoring and maintenance activity has a recommended frequency (hourly, daily, weekly, monthly, and as needed). Many activities must be assigned to a technician in the work order system. The workbooks themselves do not include a section to capture or report the status of each activity. Request the government clarify the requirement to “report weekly the health monitoring and maintenance status to the Govt. using the excel format in the work books”

The workbook details the required tasks and activities to be accomplished. The contractor shall brief in meetings IAW the PWS.

Basic IDIQ PWS 2.1.5.C

Are there metric associated with this requirement?

No, the metric are not associated with this requirement

Basic IDIQ PWS 2.1.5.1.B

Please provide “Basic IDIQ Service Catalog, Attachment 2 of this PWS”

All attachments / appendices will be included in the RFP Release

Basic IDIQ PWS 2.1.5.1.G

What is the recall time for the Node Site Coordinator? (24/7 response)

Recall times are driven by priority levels

Basic IDIQ PWS and PWS 1.5.5.J

If the government’s intent is to “Virtualize servers and workstations to maximum extent possible” is the lifecycle replacement quantities of 1000-1500 per year (1.5.5 J) meant to imply migration to thin/zero clients for virtual desktops? Is the 5 year replacement lifecycle for all devices include thin/zero clients?

The contractor must be able to replace up to 1500 physical work stations per year under the base effort as part of the FFP effort. Any updates will be provided when required.

Basic IDIQ PWS 2.1.5

How is subtask 5 evaluated?

Monthly Performance of meeting requirements, no specified metrics or outputs

Basic IDIQ PWS 2.1.6.2

Out puts A and B are a” Monthly Problem Management Database” and “Monthly Know Error Database” Please clarify how the government wishes to receive a “database” monthly

Electronically, accessible on NIPR

Basic IDIQ PWS 2.1.6.3.E

Are the “E. Number of Repeat Incidents” only those that correlate to an incident that occurred within the same reporting period? If so, how should the contractor report incidents that are a repeat of an incident that occurred in a previous reporting period?

Can be either same period or a later period, depends when repeat incident occurs

Basic IDIQ PWS 2.1.6.4.B

If a resolution to a problem is implemented, then the problem record should be closed. Is there any reason why KPI B would ever be less than 100%?

If problem identification and resolution don’t occur within a single reporting period, there could be a less than 100% result.

Basic IDIQ PWS 2.1.6.4.C

If there are no open problems and you have to reopen a problem, you will have 100% problem reopen rate. If you close the reopened problem in the same period, the KPI will be undefined: i.e. One (Number of Problems Reopened) divided by zero (Total number of open Problem Records)

The metrics seem valid, however we request the government please clarify the requirement for this KPI.

If zero, then no problems occurred.

Basic IDIQ PWS 2.1.7

How is Subtask 7 evaluated?

Monthly Performance of meeting requirements, no specified metrics or outputs

Basic IDIQ PWS 2.1.9.1.H

Please define “Audio Visual(STIG/AV) scanning”. Is the acronym AV actually for Anti-Virus?

Yes. Corrected to Anti-Virus in PWS

Basic IDIQ & O&M PWS 2.1.9.1.H

Basic IDIQ PWS 2.1.9.3

How directives and POAMs are reported that span multiple months?

POA&Ms are reported in the month that they are created. If they remain open, they are captured through another means. This metric gives the government insight to how many open directives require additional time to become compliant.

Basic IDIQ PWS 2.1.9.3

How are directives metrics addressed when the solution requires a project level effort?

Service Requests that become projects can be addressed separately

Basic IDIQ PWS 2.1.9.4

The KPI: directive compliance rate appears to rely on Government performance to achieve the required level (Government has to approve the POAM in a timely manner). It appears that the KPI Directives POA&M Rate measures a similar result (to adequately cover all directives by a POAM or with closure). Will the government consider striking this KPI?

No. The Government will make considerations on a case-by-case basis.

Basic IDIQ PWS 2.1.10.2

Does the government require that the Event, Capacity and Availability plans be re-delivered every month if there are no changes?

Yes, all plans are posted, available, and accessible and should be validated each month

Basic IDIQ PWS 2.1.10.3

A monitored event is by definition an occurrence that breaks a threshold. Please explain the difference between OM A and C.

PWS has been revised.

Basic IDIQ & O&M PWS 2.1.10.3

Basic IDIQ PWS 2.1.10.4.C

How is the KPI “C. Service Monitoring Rate” calculated “per Service” if it is against the total number of events across all services?

Yes, number of monitored events per service

Changed PWS to read: Service Event Monitoring Rate in (C.)

Basic IDIQ & O&M PWS 2.1.10.4.C

Basic IDIQ PWS 2.1.10.1.K and PWS 2.1.11.2

Reports in paragraph K do not match the outputs and frequencies in 2.1.11.2. Please clarify the required Outputs and frequencies.

FISMA reporting is not directed by N-NC, it has quarterly and annual requirements.

Basic IDIQ PWS 2.1.11.3. G,H

Is a “Network asset” defined as a server or desktop?

Anything with an IP address

Basic IDIQ PWS 2.1.12.1.E

Does a “Full” IT Service Continuity test include all continuity levels?

Yes, includes all continuity levels

Basic IDIQ PWS 12.1.12.2

Are the Mission Impact Analysis and Continuity Management plan both Monthly requirements?

Yes, monthly requirements

Basic IDIQ PWS 2.1.12.3

Where are the requirements for Service Continuity Plan Audits per Metrics C and H?

Revised PWS-Removed IT Service Cont. Plan Metrics C & H and removed KPI B.

Basic IDIQ & O&M PWS 2.1.12.3 and 2.1.12.4 B

Basic IDIQ PWS 2.1.12.3

What continuity levels require testing per Metrics D, E & F?

All levels

Basic IDIQ PWS 2.2.1.2

Are standard change models a monthly requirement?

Yes, monthly

Basic IDIQ PWS 2.2.1.4

KPI D. Unauthorized Change Rate seems to promote NOT reporting or NOT seeking to find unauthorized changes. Will the contractor performance be negatively affected if we audit and report unauthorized changes and take appropriate action?

No, performance will not be negatively affected

Basic IDIQ PWS 2.2.2.3 V

Where are the requirements relating to “Sanitization Procedures” referenced in Metric V?

Standard DoD and AF Standard Sanitation of Classifications

Basic IDIQ PWS 2.2.3.1.B

Will the government provide existing OLAs?

Yes, at contract award.

Basic IDIQ PWS 2.2.3.1.D

Does the existing service catalog meet the requirements of D? Or is this a new requirement?

The Service catalog is in place, the contractor shall be responsible for updating, implementing, and making it viewable.

Basic IDIQ PWS 2.2.3.2

Are OLAs to be re-negotiated Monthly?

OLAs are renegotiated as required

Basic IDIQ PWS 2.2.3.2

Are profiles and catalog to be re-delivered Monthly?

Due monthly, IAW PWS

Basic IDIQ PWS 2.2.3.2 and 2.2.3.3.A

The organizations that require reports by paragraph 2.2.3.2C and Metric A are not the same. Please clarify.

Revised PWS, corrected to match 2.2.3.1.C

Basic IDIQ & O&M PWS 2.2.3.3.A

Basic IDIQ PWS 2.2.3.3.C

Does the government or the contractor determine the “C. Total Number of OLAs required”?

The Gov’t determines; the contractor can provide recommendations

Basic IDIQ PWS 2.2.4

How do EA tasks in Sub-task 4 differ from requirements in Sub-task 2 (SACM) Paragraph K?

Revised PWS section 2.2.2.1

architecture reference in subtask 2 deleted

Basic IDIQ PWS 2.2.5.3

Who procures lifecycle from the tech refresh plan?

The Government

Basic IDIQ PWS 2.2.5.4, 2.2.5.5

Why is bench-stock procured by the government while project materiel and break-fix parts are procured by the contractor?

Government decision

Basic IDIQ PWS 2.2.6.3.B

Where are the PWS requirements for Complete Training Package (e.g. User, Executive, Technical) in Metric B?

Output specifications output specifications appendix (see 2.2.6.2 C); will be provided with the RFP

Basic IDIQ PWS 2.2.6.3 F and 2.2.6.4 C

Workarounds are produced as part of the Service Desk Function and documented in a knowledge-base which is captured under 2.1.1.1 G. Should these metrics be associated with the PWS requirement and reporting entity?

No change

Basic IDIQ PWS 2.3.1.1.D

If a project implemented by a third party contractor is awarded the N2ITSM contractor incurs additional labor hours or expended scope to support the integration tasks. Will modifications be considered to allow additional labor hours or overtime in order to meet the proposed project timelines?

This contract will be FFP with T&M for ODC and Travel. Contract modifications will be considered if there are any major changes in the terms and conditions of the contract.

Basic IDIQ PWS 2.3.1.2

Are all project outputs monthly?

Unless otherwise noted in the Output Specification, or in the specific project Task Order

Basic IDIQ PWS 2.3.2.1.F

How does Service Package development and Portfolio Delivery differ from the Project requirements under Sub-task 1?

Service Package are pre-project chartering or approval, Project sub-task 1 are post project award or third-party project integration

Basic IDIQ PWS 2.3.2.4.C

Where are the PWS requirements for Catalog Audits?

Revised PWS

Basic IDIQ & O&M PWS 2.3.1.2

Basic IDIQ PWS 2.3.3.1C

How do the Service Design Packages delivered under Subtask 3 differ from those under Sub-Task 1 C? Are the 5 per quarter in addition to Projects?

Not different, 5/ quarter. SDP’s are part of all projects

Basic IDIQ PWS 2.3.4

How does Transition Planning and Support differ from Transition Planning and Project Management support delivered as a Project under Subtask 1?

No difference – See PWS subtask1

Basic IDIQ PWS 2.3.5

How do these RDPs differ from those produced under Sub-task 1?

No difference – See PWS subtask1

Basic IDIQ PWS 4.2.1

“Contractor shall furnish all equipment” seems to contradict 1.8.3: “The Government, upon approval, may provide at the contractor’s offsite facility, limited NIPR workstations and printers if needed. Will the Government clarify the level of support provided to the off-site locations?

No change, the Govt. may provide NIPR Hardware, (Work Stations, and Printers) to the off-site contractor’s facility in support of this PWS subject to approval.

Basic IDIQ PWS 4.2.5

Equipment Warehouse Storage Facility

Question: This paragraph references the requirement for the contractor to maintain a storage facility and provides the requirement for rollup doors. It does not provide an estimate of the minimum storage facility size or the size of the inventory to be maintained. Can the government provide an estimate of the size of warehouse space considered acceptable for storage of equipment?

Up to the contractor to determine. Last provided warehouse was approximately 6,000 SQ ft.

Basic IDIQ, Paragraph 4.2.5(a)

Material Handling Equipment

Question: There is mention of the contractor providing “handling equipment”. Is this handling equipment dollies and hand forklifts or bigger machinery such as mechanized forklifts?

Handling equipment is up to the contractor. The contractor may consider storing equipment on shelving units. Shipments may be received with 2-3 pallets at a time. Both a pallet jack and narrow aisle fork lift is recommended.

100

Basic IDIQ, Paragraph 4.2.5 (d)

Equipment Warehouse Storage Facility

Question: This paragraph refers to the requirement to account for all Government property using SBSS, AIMS or a contractor developed property system IAW FAR Part 45. What is the current size of the inventory, e.g., number of line items that are GFE maintained by the contractor?

Current total is available through the ECO. On average, approximately 16k pieces of equipment are maintained via AIMS IAW AFI 33-153 and NNCHOI 33-146. This is to include deployed, bench stock, and excess DRMO assets.

101

Basic IDIQ PWS 4.2.6

Vehicle. Will the Government provide size requirements for vehicle?

Up to the contractor to determine; last vehicle was 1 and ½ ton flatbed truck with side rails and tommy lift.

102

Basic IDIQ PWS 5.3

Key Personnel. Is only the PM required to be PMP certified?

Program and Project Manager are required to be certified

Basic IDIQ & O&M PWS 5.3

103

Basic IDIQ, Para 5.3.A.

Program Manager Qualification

Question: The Program Manager qualification paragraph includes a requirement that the PM meet a minimum certification standard DoD Program Management Level II or "civilian equivalent." Since the DoD Program Management Level II certification is generally available only to military and DoD civilians who have attended residence courses at DAU, this restriction may preclude several capable ITIL experts and IT program managers from commercial industry from serving as the N2ITSM Program Manager. Can the government clarify which certifications and/or education, such as a PMP certification earned through the industry recognized Project Management Institute, would be considered the civilian equivalent?

PWS revised

Basic IDIQ & O&M PWS 5.3

104

Basic IDIQ PWS 5.8.1

Transition. Is it a 30 day phase in/out or 60 day?

30 day phase-in, 60 days phase-out

105

Mexico Draft PWS

Is the Government going to make it a requirement for contractors to have experience working in US Embassy and Consulates?

No, Contractor is required to meet the PWS requirements

106

Mexico Draft PWS 4.1

GFE. What Government Furnished Items are provided by the Government at the three Mexico Sites?

GFE listed in ODC Mexico Service Catalog; will be provided with the RFP

107

Mexico Draft PWS 4.1.2

Will the Government provide allotment of Government provided contractor on-site workspace at the three Mexico locations?

See ODC Mexico PWS for on-site workspace

108

Mexico Draft PWS 2.2.2.1

Requirements. Will the Government provide warehouse and storage space square footage requirements?

No, PWS revised

Mexico PWS 2.2.2.1

109

General

Would the government consider a cost-reimbursement CLIN for Prime Contractor O&M Release and Deployment support of those 3rd-party organizations that bring systems and projects for release into the N-NC operational enterprise? Examples: 1) a program office directed to upgrade a system in N/J3 or NC/J3; or 2) N-NC/J6 outsources a project to SPAWAR. In these cases, the program office or SPAWAR org may not know the N-NC enterprise and it takes exorbitant amount of time and resources for the Prime contractor to bring the outside 3rd-party org up to speed. The Prime should have the opportunity to scope out the excessive O&M support and charge the Government, or send the project through the project pipeline so the Prime has a chance to study the service utility and warranty in making a determination on additional costs for assisting in release and deploying changes into the enterprise as well as any additional sustainment costs that must be documented in the Service Catalog.

No, contract is FFP with T&M for travel and ODC CLINs

110

General

The Government released an IDIQ level PWS and two accompanying execution based PWS’. Is it the Government’s intent to have industry propose against the IDIQ PWS and treat the O&M and Mexico PWS’s as awardable Task Order Proposals? If so, will there be Management and Past Performance Volumes required for the Awardable Task Orders? Any information the Government can share in this regard will assist industry in responding to the RFP.

Additional information will be posted with the RFP, please continue to monitor FBO.

111

General

What are the current projects expected to be outstanding or open at time of contract transition? Will an Associate Contractor Agreement (ACA) be required to complete work on open projects upon completion of transition?

None expected

112

general

In recognition of the significant potential purchasing and ODC costs related to N2ITSM performance, does the government intend to request whether or not DCMA, DCAA or the Small Business Association (SBA) has conducted a financial assessment of potential prime contractors within the 12-month period prior to proposal submission?

The Government will determined if a financial assessment is needed, please monitor FBO for RFP.

113

general

Will the Government provide a yearly dollar estimate of equipment to be purchased under N2ITSM?

No estimates will be provided

114

N2ITSM Basic IDIQ PWS and O&M PWS

Table 3 indicates on-site presence at ANR (Elmendorf AFB) and CONR (Tyndall AFB). Question: Will government seats be available for contractors at these sites and if so, how many?

PWS revised

N2ITSM Basic IDIQ PWS and O&M PWS Table 3

115

N2ITSM Basic IDIQ PWS, Sections 1.7.1.2 - 1.7.2

Please confirm onsite support for the Cheyenne Mountain Air Force Station (CMAFS) facility is not required in order to provide Priority support for service outages escalated and services requests submitted by the 721st Communications Squadron Operations.

On-site is not required. However, contractor is still required to meet Priority levels in CMAFS.

116

N2ITSM Basic IDIQ PWS, Section 2

Harris recommends the Government consider revising use of the word "Task" to alternative language in order not to confuse with IDIQ Task Orders.

No change, language determined by the CO.

117

N2ITSM Basic IDIQ PWS, Section 1.7.2

Will offsite support for NORAD Regions and Sectors require local technical resources or will TDY resources be used?

Travel and ODC is T&M, while all labor IAW PWS is FFP

118

N2ITSM Basic IDIQ PWS, Section 1.7.2

Will offsite support for USNORTHCOM Subordinates require local technical support or will TDY resources be used?

Travel and ODC is T&M, while all labor IAW PWS is FFP

119

N2ITSM Basic IDIQ PWS, Section 1.7.2

Please confirm if onsite support for Regions and Sectors will require personnel to be onsite for just certain hours or if the personnel will be on-call with Same Business Day or Next Business Day response.

All Regions and Sectors are dispatch support; Contractor will have to coordinate with site for on-site visits. Historically, this has not been same. Please see table 3 in the PWS.

120

GENERAL

The Government released three (3) draft Performance Work Statements in this Special Notice.

Question: When will the Government release draft Sections L and M for potential review and will the Government allow review/comment on these documents prior to final RFP release Additional information will be posted with the RFP, please continue to monitor FBO.

GENERAL

Within the released PWS’ there are references to appendices A-E, attachments 1-3, governing N-NC publications (i.e. N-NC Publication 1-01, etc) and a Technical Library.

Question: When will the Government provide these documents for review and will the Government allow review/comment on these documents prior to final RFP release?

Additional information will be posted with the RFP, please continue to monitor FBO.

121

IDIQ and O&M PWS

When will the contractor be able to view the Basic IDIQ Service Catalog RACI matrixes for each service (p.3/ 1.3.1)

All attachments / appendices will be part of the RFP, please continue to monitor FBO.

122

IDIQ and O&M PWS

Will N-NC J6 provide a copy of the approved N-NC Change Management Process in the Technical Library (TL)? (p.4/1.3.3)

Yes, it will be provided in the Technical Library. All attachments / appendices will be part of the RFP

123

IDIQ and O&M PWS

Can the government further define the statement “changes to services in the Basic IDIQ Service catalog that maintains the “utility and warranty of that service” is considered in scope of this contract as normal sustainment, and the contractor shall recommend implementation IAW industry best practices without imposing additional labor cost upon the Government” and provide some historical data as to the level of effort for these changes during the last contract year. (p4.1.3.1)

Changes to existing operations that maintain the utility and warranty of that service are standard O&M work.

124

IDIQ and O&M PWS

How many Software Assurance Agreement are in place now and can potential bidder review them in the TL

Identified in software catalog; will be part of the RFP

125

IDIQ and O&M PWS

Does the government currently have a Knowledge Management System (KMS) in use and will it transition to the new IT contractor? (p4/1.3.3)

Currently using SCCM and portal page; transition at contract award

126

IDIQ and O&M PWS

Does the government foresee any near term (1 year) requirements for external and independent support to implement new or significant changed service requirements (p4/1.3.4)

Yes, there is an expectation

127

IDIQ and O&M PWS

When will the Basic IDIQ Service Catalog, Attachment 1, be available for review by potential bidders? (p.4/1.4.2)

All attachments / appendices will be part of the RFP

128

IDIQ and O&M PWS

Will the Cisco/ Juniper transition statement of work be available to review to determine the new contractor level of effort to support the Transition and Support Operations and Stability tasks? (p5/1.4.3.2)

No, will be available after contract award

129

IDIQ and O&M PWS

Does the SIPR/NEN/NIPR workstations numbers include zero clients in table 2? (p5/Table 1 &2)

Yes, as estimated in the tables

130

IDIQ and O&M PWS

Where are the 3 Data Centers referenced in Table 1 N-NC Infrastructure Magnitude? (p5/Table 1)

See PWS paragraph 1.5.3.1

131

IDIQ and O&M PWS

When will the ITSM software and tools list be available for review in the TL? (p6/1.4.4)

All attachments / appendices will be part of the RFP

132

IDIQ and O&M PWS

If the contractor assumes that the tools and ITSM capabilities required to meet the contractual requirements and execute this PWS may not be fully configured and optimized can the government provide an estimate as to which tools are deployed and at what percentage they are implemented? (p6/1.4.4)

Tools will be based on contractor’s recommendation during transition and in Implementation Plan and Government approval.

133

IDIQ and O&M PWS

Tools will be based on contractor’s recommendation during transition and in Implementation Plan and Government approval.

134

IDIQ and O&M PWS

When will the ITSM software and tools list be available for review in the TL? (p6/1.4.4)

All attachments / appendices will be part of the RFP

135

IDIQ and O&M PWS

Are the 1500-2000 Service Desk calls and the Incident management per month the same or is it 1500 – 2000 for each? (p6/1.4.5)

Revised PWS. 2500-3000 service calls through various means, how many become incidents are 1500-2000

IDIQ PWS 1.5.5

& O&M PWS 1.4.5

136

IDIQ and O&M PWS

Can the government provide a breakdown by user category per month? (P1A, P1, P2, P3) (p6/1.4.5)

Referenced in the PWS Priority Levels.

137

IDIQ and O&M PWS

Can the government break down the 800-1000 Request Fulfillment by Standard and Non-standard requests? (p6/1.4.5.C)

Referenced in the PWS

138

IDIQ and O&M PWS

Are the 1500-2000 Service Desk calls and the Incident management per month the same or is it 1500 – 2000 for each (SIPR/NEN/NIPR)? (p6/1.4.5) If not for each please provide average numbers for each, (SIPR/NEN/NIPR)

Identified in PWS 1.5.5. Revised PWS. 2500-3000 service calls through various means, how many become incidents are 1500-2000

139

IDIQ and O&M PWS

Can the government provide a breakdown by user category per month? (P1A, P1, P2, P3) (p6/1.4.5)

Referenced in the PWS Priority Levels.

140

IDIQ and O&M PWS

When was the last Lifecycle Replacement accomplished for SIPR/NEN/NIPR workstations? What is the current plan and status and will the government provide this information to adequately plan staffing, resourcing, and scheduling? (p6/1.4.5)

Ongoing effort-Government will provide latest plan after contract award.

141

IDIQ and O&M PWS

What is the maintenance condition and lifecycle status of infrastructure devices? Status and quantity of spares? (p6/1.4.5)

Most are schedule to be replaced with Juniper tech refresh in the next 6-18 months

142

IDIQ and O&M PWS

How many project leads support the current contract so the bidder can determine the level of effort for future projects (2-4 x X (# of project leads & OPS Mgr) (p6.1.4.5.E)

Each project is required to have a project manager. The average number of project is 10-15/year. Project scope varies. Current status is 2-4 project/project manager

143

IDIQ and O&M PWS

The Standard Requests listed under 1.4.5 I do not appear to be normal ITSM Standard Requests and may require a greater level of effort than a standard request for service delivery. (p.6/1.4.5.I) Please confirm these are Standard Requests.

These are standard requests that the Gov’t has requirements for at the defined workload.

144

IDIQ and O&M PWS

How large is the N-NC approved software baseline and when can potential bidders review it? (p.6/1.4.5.I(1))

All attachments / appendices will be part of the RFP

145

IDIQ and O&M PWS

What IT services are delivered to each of the subordinates, regions, sectors and is the contractor required to provide Tier 1-3 for them? (p7/1.6)

In Service Catalog. All attachments / appendices will be part of the RFP

146

IDIQ and O&M PWS

What physical hardware and software is at the subordinates, regions, sectors, Bahamas, and other unmanned sites that the contractor is responsible to provide Tier 1-3 support for?(p7/1.6)

In Service Catalog. All attachments / appendices will be part of the RFP

147

IDIQ and O&M PWS

How many services and what DoD Enterprise service providers will the contractor be responsible to interface for non-contractor provided services?(p7/1.6.1.1)

DISA is our DoD Enterprise service provider. Services IAW PWS

148

IDIQ and O&M PWS

How many third party, commercial providers, and OEM providers and what IT services will the contractor be responsible for coordinating IT services? (p7/1.6.1.1)

In Service Catalog. All attachments / appendices will be part of the RFP

149

IDIQ and O&M PWS

Will these non-N2ITSM contractor provided services be included in the Outputs, Operational Metrics, KPI’s, and CSF for reporting? (p7/1.6.1.1

No non-N2ITSM contractor provided services be included

150

IDIQ and O&M PWS

Can the government further define and provide context for the statement “global server configuration setting” in the Second-Level Support Group (Tier 2). (p7.1.6.1.3.B)

Revised PWS , removed “global”

IDIQ PWS 1.7.1.1 B and O&M PWS 1.6.1.1 B

151

IDIQ and O&M PWS

What is the current breakdown of priority users (1A, 1, 2, 3) for the N-NC staff, subordinates, regions, sectors, etc) (p7/1.6.1.2)

Identified in PWS 1.5.5

152

IDIQ and O&M PWS

Can the contractor get a copy of the N-NC Publication 1-01 BSOP to determine the level of effort for Priority 1A support? (p7/1.6.1.2)

Provide in Technical Library. All attachments / appendices will be part of the RFP

Provide in Tech Library

153

IDIQ and O&M PWS

Can the government estimate the number of locations or number of personnel required for priority 1A support referred to as “any location occupied by Battle Staff personnel and “Deployed elements in support of N-NC missions?(p8/1.6.1.2.A(1))

Battle Staff is in Bldg. 2 and CMAFS depending on location of Battle Staff, numbers are approximately 250-300 P1A, Deployed sites are classified but less than 100 personnel

154

IDIQ and O&M PWS

Can the government further define and provide context for the statement “global server configuration setting” in the Second-Level Support Group (Tier 2). (p7.1.6.1.3.B)

Revised PWS , removed “global”

IDIQ PWS 1.7.1.1 B and O&M PWS 1.6.1.1 B

155

IDIQ and O&M PWS

How many Priority 1A tickets were supported during the last contract year? (p.8/1.6.1.2.A(1))

Identified in PWS 1.5.5

156

IDIQ and O&M PWS

Please provide access to the Basic Service Catalog, Attachment 2. (p8/1.6.1.2B(2))

All attachments / appendices will be part of the RFP

157

IDIQ and O&M PWS

Can the government clarify the difference between offsite support and dispatch support in Table 3, N-NC Enterprise Tier Support Requirements? (p.9/Table 3)

Offsite means not at Bldg. 2 and Dispatch means required to send support to that site when required

158

IDIQ and O&M PWS

IT Site support levels. Would like clarification of who provides onsite support, by Tier, for locations not shown with onsite support as a part of this PWS in Table 3. What are the agreements between the J6 and each of these locations as to who provides direction to any non-contract support for these locations? Can the government provide both end user computing devices and infrastructure devices by model and type at each location? (p8/1.6.2)

No, the detailed end-user computing device and infrastructure device make/model/SN will not be provided as this accumulative information drives due to security / classification concerns.

159

IDIQ and O&M PWS

What is the local guidance and policy for the contractor to be dispatched for IT site support? (p8/1.6.2.C)

A Visitor Access Request, at a minimum

160

IDIQ and O&M PWS

Does the contract require full time on-site FTE Tier I, II support in the N2C2, TNCC, CONR, ANR, ODC MX, Pentagon, and Tier III support in the N2C2 and TNCC? (p9/Table 3)

Only Tier I and II at these locations: N2C2, TNCC, ODC Mexico, and Washington Office (Pentagon) CONR and ANR are off site ; or dispatched

161

IDIQ and O&M PWS

Will the Government sponsor the contractor to have SIPR access from their offsite location if they have a DOD approved facility? (p10/1.7.2)

Yes, The Government will sponsor if the contractor has a facility able to support SIPR access. Additional GFE will not be provided.

162

IDIQ and O&M PWS

Need clarification on the Task and Services Description in regards to the ODC Mexico PWS and the N2ITSM Network Operations and Maintenance PWS per Paragraph 2 on page 11. Is this the same reference as the separate ODC Mexico PWS? (p.11/2.0)

Yes, ODC Mexico is the same

163

IDIQ and O&M PWS

What tool is currently being used to log Service Desks Requests? (p11/2.1.1)

All available tools are identified in SW Catalog; will be available with RFP

164

IDIQ and O&M PWS

Does the Service Desk and N2C2 personnel need to have LRA rights and privileges? ETA privileges? TA privileges? Are these required 24x7 at each location? (p11/2.1.1.1.D)

There should be a primary and alternate LRA with multiple TAs privileges to perform the mission 24x7

165

IDIQ and O&M PWS

Does the government have an existing call management system and Service desk trouble ticketing system in use today? Will that be included in the contract transition task from the incumbent to the new contractor? (p.11/2.1.1.1G)

Yes, All available tools are identified in SW Catalog; will be available with RFP

166

IDIQ and O&M PWS

These is no mention of providing weekly service desk status and weekly of notification history reports; are they an official Output? (p11/2.1.1.2)

No, only monthly Service Desk reports IAW the PWS.

167

IDIQ and O&M PWS

Can the contractor get access to the Service Output Specification, Attachment 3? (p11/2.1.1.2)

All attachments / appendices will be part of the RFP

168

IDIQ and O&M PWS

Will a government provide a consolidated Contract Data Requirements List (CDRL) with all the contract deliverables? (p.11/2.1.1.2)

All attachments / appendices will be part of the RFP

169

IDIQ and O&M PWS

Will the government allow a carve out of abandoned calls during a major outage when more people are calling and abandoning than can be handled by the Service Desk. For example, in the event of a network outage, until a notice can go out to the command, the Service Desk will be inundated with calls to report the outage which will lead to a high abandon rate. (p12/ 2.1.1.4.A)

The contractor can request for relief for all performance metrics pending justification and anomalies

170

IDIQ and O&M PWS

Why are the Priority 1A support requirements in the Incident Management section different than the Priority 1A support requirement in the IT Operations Support levels? (p.13/2.1.2.1.B(1))

Question unclear

171

IDIQ and O&M PWS

Can the government estimate the number of Homeland Defense, Civil Support, and NSSE’s supported each year or provide historical data from the last contract? (p.13/2.1.2.1.B)

Typically, 3-4 per year

172

IDIQ and O&M PWS

How does this work for P1A Dispatch and offsite support. Response time from PAFB to CMAFS will likely take longer than 30 minutes just to get personnel on site? (p13/2.1.2.1 B(1))

The contractor may select to be located on-site at CMAFS during exercises and contingencies.

PWS 1.7

173

IDIQ and O&M PWS

What are the mission critical and mission essential services identified in Service catalog?(p13/2.1.2.1.B(2)ii)

Identified in N-NC Service Catalog; will be available with RFP

174

IDIQ and O&M PWS

Can the government define “degraded services” in regards to Priority 1 tickets for level of effort planning? (p.13/2.1.2.1.B.2)

Revised PWS- removed reference

IDIQ PWS & O&M PWS 2.1.2.1 B (2) ii

175

IDIQ and O&M PWS

Are all timelines in the incident management section in reference to Business hours, or a 24x7 timeline? (p.13/2.1.2.1)

Business Hours, however exercises and contingencies are 24/7

176

IDIQ and O&M PWS

Please identify all Government Representative (location and number) who will require access to the incident management system? (p.13/2.1.2.1.B.4)

This information will be provided after contract award-approximately 40-50 Mil/Govt personnel.

177

IDIQ and O&M PWS

Is a Daily Service Desk Report an official output requirement and who will review this report? (p.14/2.1.2.1.B.(4)ii)

Daily Service Desk Report will not be required to be submitted as a deliverable. Government assigned personnel will have access to information daily.

IDIQ and O&M PWS 2.1.2.1.B.(4)ii)

178

IDIQ and O&M PWS

Is the definition of a Major incident the same throughout the PWS? “A service outage or degradation affecting ten (10) or more users). (p.13/2.1.2.1.B.(4)vi)

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it. Updated Nov 14, 2017.