Final_Consolidated_Questions_22_Mar_2016.xlsx
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Sheet1 # Reference Questions Government Response Change required
| 1 | DRAFT_FA2517-15-R-7001.docx | Page 82 M.C.3.3.1.3.a and M.C.3.3.1.3.b state that TO1 and TO2 are to consist of a base year and four (4) – 1 year option periods. Are these periods inclusive of the PWS dictated phase in/phase out periods? | The entire effort will not exceed a total of 60 months, plus 6-month extension. The phase in and base year will not exceed 12 months. | PWS's updated: Basic, O&M, and ODC Mexico para 5.8.1 |
| 2 | ATTACHMENT_1__BASIC_PWS | Page 19 2.1.2.1.c.4.v states the phase in is 60 days. Page 81 5.8.1.D states phase out is 60 days. Page 80 5.8.1 states phase in and phase out is 30 days. Are phase in and phase out 30 or 60 days? | Phase-In/Out has been revised to reflect a 60 day. | PWS's updated: Basic, O&M, and ODC Mexico para 5.8.1 |
| 3 | ATTACHMENT_2__NETWORK_O&M_PWS | Page 14 2.1.2.1.c.4.v states the phase in is 60 days. Page 76 5.8.1.D states phase out is 60 days. Page 75 5.8.1 states phase in and phase out is 30 days. Are phase in and phase out 30 or 60 days? | See response to Question #2 | PWS's updated: Basic, O&M, and ODC Mexico para 5.8.1 |
| 4 | ATTACHMENT_3__ODC_MEXICO_PWS | Page 8 2.1.2.1.c.4.v states the phase in is 60 days. Page 27 5.8.1.D states phase out is 60 days. Page 26 5.8.1 states phase in and phase out is 30 days. Are phase in and phase out 30 or 60 days? | See response to Question #2 | PWS's updated: Basic, O&M, and ODC Mexico para 5.8.1 |
| 5 | Attachment 16 - N2ITSM Pricing | TAB 4 Labor Matrix Does the Government require a full labor buildup on this tab to include direct labor, fringe, overheads, G&A and fee for input into the loaded rate column or, as in the sample, does the Government intend only the Direct labor and fringe to be input into the loaded rate column (Column P) | Attachment 16 was revised to include Overhead, G&A, and Fee. The collumn for fully burdened rate was deleted | See attachment 16 |
| 6 | General | Should the Offeror be using the labor positions identified in the staffing capability section of the Service Catalogs as contract Labor Categories for Pricing purposes? | No, The offeror is to determine the appropriate labor categories. | |
| 7 | Tab 4 N2ITSM Pricing Worksheet | Labor Matrix has columns for Base Rate, Fringe Benefits and Loaded Rate which shows total of Base Rate and Fringe Benefits but no columns for OH or G&A. Is the intention for the Offeror to add columns for OH and G&A and insert appropriate formulas? | See response to Question #5 | |
| 8 | Tab 2 N2ITSM Pricing Worksheet | Tab 2 - TO 1 Pricing, Task Order 1 Total line does not include Phase in/ Phase Out costs. Is this correct? | Phase-in/out added to the TO1 total line | See attachment 16 |
| 9 | Tab 3 N2ITSM Pricing Worksheet | Tab 3 - TO 2 Pricing, Task Order 2 Total line does not include Phase in/ Phase Out costs. Is this correct? | Phase-in/out added to the TO2 total line | See attachment 16 |
| 10 | Draft Solicitation, Section B Item 0011, 1011 | Section B states ODC will not include Profit, Overhead, or Handling Fee. If an Offeror's DCAA approved practice is to apply G&A or Material Handling to ODC purchases, is it the Government's intent to disallow this practice? | Profit, Overhead, or Handling fee will be reviewed to determine if it is allowable and allocable. 21 CONS will contact Offeror's DCAA and DCMA to determine appropriate practice. | |
| 11 | Attachment 4, Basic IDIQ Service Catalog | Currently the Service Catalog identifies Staffing and allows "equivalent certifications" for certain positions. Would the Government consider allowing equivalent certifications across all service catalog positions? | Yes, The Government will consider allowing equivalent personnel certifications; however, only in situations where certifications are not specified by PWS, DoD Directives, or other regulations/laws. Equivalent certifications does not apply to organizational certifications. | |
| 12 | Draft Solicitation, Section I | Does the Government envision the N2ITSM contract to be Service Contract Act (SCA) covered in accordance with FAR 52.222-41? | No, The SCA is not applicable to this requirement. | |
| 13 | Attachment 4, Basic IDIQ Service Catalog | In the Service Catalog is the "Associate" position description considered in between "Senior" and "Junior" experience levels? In others words is this position a middle experience/cost level? | Associate level is the lowest level experience/expertise. Anticipate offerors to make recommendations on appropriate skillset mixes based on the requirements identified. | |
| 14 | Attachment 1, Basic PWS, Section 4.2.5 - EQUIPMENT WAREHOUSE STORAGE FACILITY, requires 14 ft x 14 ft roll-up door. | The requirement for 14 ft x 14 ft roll-up door seems overly restrictive. This is a very large door for accommodating IT equipment, and making this mandatory may eliminate otherwise suitable and advantageous local warehouse facilities. Can an Offeror propose a warehouse that meets all the requirements but with a smaller entry door connected to a loading dock that will still ensure safe entry/exit of equipment? | Storage space shall have doors large enough in |
size to safely accommodate entrance and egress of oversized shipments of IT assets from commercial delivery vehicles.
| YES - PWS changed Basic and O&M para 4.2.5 | ||
| 15 | Attachment 1, Basic PWS, Section 4.2.6 – VEHICLE | GSA states that not all requests for GSA Fleet vehicles can be supported, placing the requirement for transport of equipment at risk due to the mandatory use of GSA. Please clarify if the Government would consider allowing the use of non GSA Fleet vehicles and related services. |
| The Government has confirmed that the contractor vehicles are authorized to deliver to/from the N-NC buildings with approved base entry and building security authorization. The contractor shall provide a vehicle to support equipment shipment to/from N-NC locations. The contractor shall be required to obtain Government driver license from base transportation if they are authorized to drive a government fleet vehicle for deliveries to secure locations such as Cheyenne Mountain Air Force Station. | PWS changed Basic and O&M para 4.2.6 | |||
| 16 | Attachment 1, Basic PWS, Section 4.2.6 – VEHICLE | Please clarify if the lease costs associated with the GSA vehicle are to be included within the fixed price CLINS, or as a separate, cost-reimbursable line item in the offer? | The contractor shall provide a vehicle appropriate to properly transport Government equipment to and from a secure warehouse. The contractor shall comply with base entrance procedures and building access procedures. The warehouse and vehicle lease cost shall be part of their firm fixed price costs. | PWS changed Basic and O&M para 4.2.6 |
| 17 | Attachment 1, Basic PWS 1.5.3.2 | The PWS states “The transition will begin in March 2016 with an expected mixed Cisco Juniper environment thru calendar year 2016. The transition is being performed by a third-party contractor. The contractor shall be responsible for both Cisco and Juniper network certified and experienced staff to perform the Transition and Support and Operations and Stability tasks and Tier 1/2/3 Technical Management IAW this PWS.” Please clarify during the transition period for Juniper environment what is the role of the N2ITSM contractor? | The offeror must be prepared and capable to operate and maintain both Cisco and Juniper network devices. The transition referenced is from the Juniper implementation team (project deployment) to the N2ITSM contractor. Contractor must be able to operate and sustain both technologies. See Juniper/Cisco Organizational Level Agreement - CPT Johns | |
| 18 | Draft Solicitation, Section M, Para. 3.1.2.2. | Past/present performance involved similar scope, magnitude of effort and complexities in the following areas: IT Service Management processes and services that the Offeror was contractually responsible for as it relates to each N2ITSM tasks and services in the Basic Service Catalog (4 or more similar IT Service Management processes per task and 3 or more IT service categories per citation); Question: In the Very Relevant rating, it is stated that the contractor will be measured by demonstrating that Past Performance contains 4 or more similar ITSM processes per Task. Can the government clarify what are the ITSM processes that the contractor will be scored against to attain a Very Relevant or Relevant Past Performance relevancy rating? The Service Catalog is clear in providing the Service categories and Services that will be scored. The Service Catalog does not identify processes related to the respective Service. The PWS is clear in providing the Tasks however the processes associated with each Task and Service are not provided by the Government. Can the Government identify which processes that will be measured to achieve a Very Relevant or Relevant Past Performance relevancy rating? | No, The Government is looking for the offeror to demonstrate their ability and understanding related to IT Service Management and complex IT environments. However, all the IT Service Management processes are listed as sub-tasks for each task in the PWS. | PAST PERFORMANCE RATING revised to read "...or more similar IT Service Management processes (sub-tasks) per task" |
| 19 | Will the Government consider changing the Past Performance Recency Requirement to 5 years | No change, recency will continue to be as described in the solicitation | ||
| 20 | Subfactor 1: Program and Staffing Plan, Item d.)] | The requirement, as currently stated, is ambiguous since the prime offeror is not actually required to be ISO 9001 or CMMI Level 2 certified, but only needs to make an unsubstantiated claim that its processes and management systems are similar to those in ISO 9001 and CMMI Level 2. Moreover, a prime offeror with no certifications may try to get around this requirement by adding subcontractors who hold these certificates and thereby try to claim their "entire team" understands these disciplines. | The ISO 9001 and CMMI Level 2 must be held at the prime offeror’s organizational level performing the contract. |
Yes - Revised Section L and M
| 21 | Attachment 16 - Tab 4 | Columns N-O: Loaded rates generally include the base salary rate (column N) + fringe + overhead + G&A + fee. Are we to assume that the Government's intent for Fringe (Column O) is to account for all cost above the base salary, to include fringe, overhead, G&A, and fee? | See response to Question #5 | |
| 22 | Attachment 16 - Tab 2 | The formulae in cells C12 and G12 do not include the values for CLIN 0001 (cells C4 and G4) in their totals, which are then summed by cell C13. This causes the Task Order 1 Total value in cell C13 to differ from the TO 1 Pricing Total value in cell C15 on Tab 1. Is this the Government's intent? | Phase-in/out added to the TO1 total line | See attachment 16 |
| 23 | Attachment 16 - Tab 3 | The formula in cells C9 and G9 do not include the values for CLIN 0001 (cells C4 and G4) in their totals, which are then summed by cell C10. This causes the Task Order 2 Total value in cell C10 to differ from the TO 2 Pricing Total value in cell D15 on Tab 1. Is this the Government's intent? | Phase-in/out added to the TO2 total line | See attachment 16 |
| 24 | Basic PWS - Section 1.7.1.2 | What is the definition for each Prioritization Level, i.e., Critical/High/Med/Low with respect to the CMAFS? The CMAFS prioritizations levels are different than the currently defined prioritizations levels at N/NC. How do these CMAFS prioritization levels map to the Levels for N-NC? | The requested definitions / mappings are within section 1.7.1.2 of the PWS. | |
| 25 | Basic PWS - Section 2.1.2.1 | What volume of CMAFS incidents are expected by each Priority Level? | Ticket volume is addressed in section 1.5.5 of the PWS. | |
| 26 | DRFP |
Section L and M
| Phase In / Phase Out are mentioned as separate CLINs in RFP Section B and are defined in the Basic PWS Para 5.8.1. RFP Sections L and M do not mention Phase In / Phase Out. Typically a Phase In / Phase Out plan is requested. Where are Phase In / Phase Out to be addressed in offerors’ proposals and how will they be evaluated? | Technical Volume in Section L and M revised to address phase in/out. | Section L and M | |
| 27 | Attachment 1 BASIC PWS | Paragraph 2.1.2.1 defines a “…60 days phase-in period,” and Paragraph 5.8.1 defines a “…30 day phase in/phase out periods.” The answer to the DPWS question 104 stated “30 day phase-in, 60 days phase-out”. Please clarify the correct time period for phase in and phase out. | See response to Question #2 |
| 28 | DRFP |
Section B
| Several CLINs (0001, 0002, 0003, 0004, 0005, 0007, 0008, 0009, 1001, 1002, 1003, 1004, 1005, 1007, 1008, 1009) contain various Quantities (5, 20, 50) and the Units are defined as “Each”. Are these Quantities correct? If not what should they be? Is there a more precise definition of the measure of units, such as hours, months, years, etc.? | CLIN language has been revised to provide a more clear definition, ordering period, and instructions. | See schedule B |
| 29 | DRFP |
Section L and M
| Since the Phase In is critical to the success of N2ITSM, we suggest that it be requested in Section L that offerors provide, in Volume II Past Performance, information on successful Phase In events of similar size and scope including success in rebadging the proposed percentage of incumbents, meeting transition timelines, and conducting due diligence baselining and inventories. | See response to Question #26. No change to PPQ |
| 30 | DRFP |
Section L
| Para 1.2.1 refers to “…attached EZ Source instructions”. Where are these instructions attached? | Paragraph Revised to read "...in accordance with the information below". The Past Performance Tool and Instructions are located in Attachment 10 and attachment 11. | See section L |
| 31 | DRFP |
Section M Para 3.2.2 The first item in the listed subfactors begins with: “Factor 1: Technical Capability (“Pass/Fail”) See Basic PWS (Attachment 1), Network O&M PWS (Attachment 2), and ODC Mexico PWS (Attachment 3)” What subfactor is this referring too?
| Reference "Factor 1: Technical Capability (“Pass/Fail”)" deleted. | See revised Para 3.2.2 |
| 32 | DRFP |
Attachment 9 DD 254
| On the DD 254 Item 14 “Additional Security Requirements” and Item 15 “Inspections” state “See Item 13 – Continuation Sheet”. Item 13 contains a list of 7 Security personnel with position titles. Where is the information regarding Additional Security Requirements and Inspections located? | Additional DD254 attachments will be provided with the updated notification | See revised DD254 |
| 33 | DRFP |
Section B
| Please provide PWS mapping against the CLINs. How did the government determine the quantities provided in the CLIN structure based on the PWS requirements? | See response to Question #28 |
| 34 | DRFP |
General
| Will the contractor be required to store classified material as part of this contract? | NO. Not at Contractor's facility. Reference DD254. | ||
| 35 | DD 254 | The DD 254 states the contractor will have TEMPEST requirements but these are not defined in the PWS material. Please provide. | TEMPEST requirements will be provided during transition. |
| 36 | DRFP |
Section M Para 3.1.2.2 Past Performance Relevancy Ratings table contains the following statements for Very Relevant, Relevant and Somewhat Relevant ratings, “…and multi-national IT support (e.g. IT supports other foreign militaries); …”. Does support to US forces OCONUS also satisfy this requirement? No, N-NC command has multinational military members, provides support locations OCONUS in environments with foreign militaries or hosts visiting members of ALLIED Forces at the HQ. Relevant experience is necessary to demonstrate an understanding of the complexities especially in matters of releasablity of information while supporting all command members and networks. No, supporting US forces OCONUS does not satisfy supporting Allied Forces.
| 37 | Basis IDIQ PWS | This paragraph states "A. The contractor shall have and maintain an International Organization for Standardization (ISO) 9001 for quality management of PWS tasks and responsibilities to demonstrate their ability to consistently provide services that meet Government requirements and to apply processes for improving IT Service Management processes and services.". Question - in previous versions the PWS allowed for either ISO 9001 or CMMI L2 certification. Does this now imply the prime must have both or can one of our teammates carry one of the two certifications? | See response to Question #20 | |
| 38 | SOA | Does "Offerors Past Performance Point of Contact" refer to someone in the company or someone in our customer's organization? | Revised to read "...Offerors Past Performance Point of Contact. This POC is someone within the offeror’s company that is able to respond to questions or concerns regarding past performance." | |
| 39 | Attachment 1 | Are VTC support technicians required at all locations or just at Peterson AFB in the Building 2 primary location? | Without a specific PWS reference for clarifying the question; PAFB, Bldg 2 is the primary location; there are also VTC assets in CMAFS; Support requirements are defined in Table 3. | |
| 40 | Basic PWS | NORAD Regions and Sectors Tier 1 On-site support changed to Off-site and Dispatch. Does the government still require On-site support to CONR (Tyndall AFB, FL) and ANR/AADS (JB Elmendorf-Richardson, AK) for Tier 2 as depicted in Table 3 | No, Table was updated; Tier 1 on-site support removed. | See revised table 3 |
| 41 | Basic PWS | Items A-C do not allow for those directives released within a month that have compliance reporting due after the month. Government response was to see IDIQ 2.1.11.1 F, which requires the contractor to conduct an audit of all assessment and authorization documents. Is the audit of assessment and authorization documents inclusive of KPI metric computations? | No. 2.1.11.1.F has to do with full audit of assessment and authorization paperwork related to Services and Network accreditations. This paragraph does not specifically include KPI metric computations. | |
| 42 | Basic PWS | Paragraph "A" states that the NOC support includes network management and Defensive Cyberspace Operations (DCO) activities for "N-NC Enterprise Networks (applicable to HQ-PAFB locations, subordinate, and regions)". Since N-NC "Regions" IT support/services are defined as CANR, ANR, CONR, is it the expectation of the government that the incumbent will be required to provide network management and DCO activities (listed in paragraph A, 1-9) for those Regions even though their IT support/services are being provided by another service provider? | Refer to PWS 2.1.9.1.A for paragraphs A, 1-9. Yes, for HQs Services and Capabilities that are delivered and managed at an enterprise level, such as the NORAD Enterprise Network and Classified Releasable networks. | |
| 43 | Basic PWS | Clarification needed in reference to NOC responsibilities and Event Management, is the NOC responsible for the operations, configuration, & maintenance of all network/security enterprise monitoring applications/tools (e.g. SPLUNK, Systems Center)? Is the NOC responsible for the N-NC Event Management process? | Refer to PWS 2.1.9.1.B for applications/tools requirements. Event Management is a separate Sub-Task. How the offeror strategically aligns tasks and services for execution is part of the bidding process. The NOC coordinates with other sections in the operation, configuration and maintenance for network/security applications and tools. The NOC is the process owner for event management. |
| 44 | Basic PWS | Comment: Requirement for multiple quality and process improvement certifications is onerous. Although there are items that might not be adequately addressed in CMM, in general the concerns of ISO 9001 are encompassed in CMM. The converse is less true. ISO 9001 QMS requirements promote adoption of a process approach when developing, implementing, and improving the effectiveness of a QMS. While the CMMI is a process improvement framework required by many Department of Defense and U.S. Government and commercial contracts, especially systems, hardware and software development. While either can be used to structure a process improvement program, the more detailed guidance and greater breadth provided by the CMM suggest that it is a better choice. Even then there is a need to address improvement in the still larger context, as exemplified by Total Quality Management. | ISO, CMMI and ITIL are all referenced in PWS 5.10. Gov't recognizes that several best practice models and certifications overlap in purpose, expertise and usefulness. While Gov't has identified some specific standards for various areas, a strategic approach to this area is part of the offeror's strategy to demonstrate understanding, clarity and ability to meet intent while streamlining requirements. |
| 45 | Basic PWS; Network O&M PWS; ODC Mexico PWS | Comment: In comparing the three PWS documents, it is still unclear what the distinct differences in requirements are for each. In particular, vast sections of the Basic PWS and the Network O&M PWS seem to be duplicative. Are these documents meant to be compliment each other or is it the government's intent that the Task Order PWS documents stand alone? | The PWS compliment each other. The Government will be awarding and IDIQ, TO1, and TO2 and each PWS will be part of each contract vehicle. The base contract is un umbrella contract to order Task Orders from. |
| 46 | Basic PWS | Paragraphaph 1.9.D Indicates heldpesk is open 6 am - 6 pm Monday through Friday, but para 2.1.1.1.A indicates it is staffed 24/7. If staffed 24/7 is it not necessary to be open 24/7? | Correct, it is not necessary to have the Service Desk open 24/7 for walk-in support. Anticipate offerors to provide strategies on how to meet required priority levels as outlined in the basic PWS para 2.1.2.1during non-core business hours. |
Some requirements are acceptable to meet with on-call vs. on-site staff during off-hours. Gov't anticipates that offerors, with applicable experience in IT Service Management and Gov't/DoD IT Environments, will use strategies to maximize their staff and provide strategic proposals that reflect experienced knowledge, business management and IT management.
| 47 | Basic PWS | Paragraph 5.10.1 states The contractor shall have and maintain an International Organization for Standardization (ISO) 9001 for quality management of PWS tasks and responsibilities to demonstrate their ability to consistently provide services that meet Government requirements and to apply processes for improving IT Service Management processes and services. The Contractor shall operate at minimum Capability Maturity Model Integration (CMMI) level 2 for all processes to be performed in this PWS. Is it a requirement to be both ISO 9001 and CMMI Level 2 certified? | please see response to question #20 and #44 |
| 48 | SOA | Per paragraph 1.1.1., Factor 1.d. of Draft_ FA2517-15-R-7001.docx states: An existing level of mature processes and internal quality management system in place for continual service improvement per ISO 9001 and the Capability Maturity Model Integration (CMMI) Level 2 Appraisal. Is the prime contractor required to be both CMMI Level 2 and ISO certified? | See response to Question #20 |
| 49 | Basic PWS | Is Splunk already installed an operational? | Project is currently in implementation and integration. Anticipate it will be transitioned and operational prior to contract start. |
| 50 | Basic PWS | Capacity Management Planning. Are there any capacity management plans that exist today? If so, please identify which services have them in place already. | There are basic Capacity Management Plans within several of the Service Design documents. There are no complete capacity management plans in place. Documents will be provided during transition. |
| 51 | General | The SW Catalog does not list SW - Appears to be a duplicate of the service catalog. Can the government provide a listing of software that is currently being used? | Software catalog will be provided in the updated notification. | Software catalog updated |
| 52 | Can you provide the current contractor master spreadsheet per network showing all HW assets in use and which networks they support per Subtask 2: SACM, Requirement L. Can you also provide software and location that support services in the service catalog? | Hardware and Software catalogs will be provided with the updated notification. | ||
| 53 | What UPS/Backup power plan/support/devices are in place and have they been tested? Are there any services not covered by UPS? How long does the UPS provide power? | N-NC has generators, and monthly testing managed and conducted by facilities; some user workstations have UPS (Non-IT) assests in place. Continuity plans will be provided during transition. | ||
| 54 | What are the ITAR responsibilities for the contractor? | ITAR clauses added to solicitation. These clauses would specifically impact the offeror's ability to perform any contract delivery in a foreign country. The specific area of potential impact is IF there are any projects that require on-site work at CANR. | Yes - Section I | |
| 55 | Will NORAD consider a self-help / self-heal and Frequently Asked Questions (FAW) to help reduce Service Desk load? | Government will consider implementation of these kinds of capabilities; anticipate that such offerings is part of the offeror's proposal strategy. Offeror should address in continuous service improvements. | ||
| 56 | Draft RFP | (FA2517-15-R-7001, Section B) Please clarify the Quantity for all CLINs since there appears to be discrepancies with many of them; i.e. CLIN 0001 PHASE IN/PHASE OUT shows a QUANTITY of 20 which seems to be in error. | See response to Question #28 | |
| 57 | (FA2517-15-R-7001, Section B and Section F) Section B on many of the CLINs shows a QUANTITY of 20 and in Section F for CLINs 0001-0010 show a PoP of 29 Aug 2016 to 28 Aug 2021 or a single 5-year PoP. Please confirm the contract will be issued as a single 5-year PoP with a 6-month extension. | The IDIQ will have a 5-year Ordering period with a 6-month extension. The Period of Performance for a Task Orders 1 and 2 will include a 12-month base year (includes phase-in), plus four 12-month option periods, and a 6-month extension. | ||
| 58 | (FA2517-15-R-7001, Section B and Section F) It is unclear based upon the QUANTITY identified in Section B and the single 5-year PoP identified in Section F what periodicity the Government is wanting the contractor to submit invoices. Being that this is a 100% Small Business Set-Aside the contractor needs to invoice on a monthly basis for the FFP O&M and any ODCs. Please clarify | See response to Question #57 | ||
| 59 | (FA2517-15-R-7001, para 1.3.1 Tab 6 and page 50: 5352.209-9000) Under RFP 1.3.1 TAB 6 states “The Contracting Officer has determined that there is no current OCI IAW FAR 9.505 based on an initial analysis utilizing the AFSPC Mandatory Procedures OCI checklist….” Given the above determination, clause 5352.209-9000 on page 50 should be removed, and in its place, insert 5352.209-9001, which would be more appropriate. | Clause 5352.209-9001 inserted | Yes - RFP | |
| 60 | (FA2517-15-R-7001, para 1.4) Based upon the current contract ceiling and expenditures reporting in FPDS, the current contract is a total of 4 years of performance with a ceiling of $99M but the level of effort required to support N2ITSM appears to be the same as the current contract but will be a 5 year total period of performance with the same $99M ceiling. Please confirm the budget estimate in the draft RFP is for a 5-year PoP? | The current ceiling and budget provided is for the period of performance within the solicitation. | ||
| 61 | (FA2517-15-R-7001, Section L, B, 2.1.3, Table 1) Volume II Past Performance indicates that the Number of Copies is an Original plus 3 copies but no electronic copy. Does an electronic copy need to be submitted? | "Electronic copy" added to the table | See section L | |
| 62 | Attachment 1 | (para 1.7.6, N2C2 on-Site Support) Does the Tier 1 support have to be on-site 24x7/365? | Yes the contractor has to provide sufficient manpower to provide on-site 24x7/365 in N2C2. Table 4 in the PWS states 3 seats will be provided for 24x7 coverage in the N2C2. Table 3 identifies the on site support in the N2C2 consists of Tier 1, 2, 3 support. | Table 4 updated in PWS to include 365. Updated O&M PWS to match Basic PWS 1.7 |
| 63 | (para 2.1.1.1 E) Has the approval chain been agreed upon and implemented? Is this an area where we might recommend process improvements, self-help, and self-heal? | Yes, the approval chain is agreed upon (Gov't Service Owner and Change Board). Yes, Gov't looks forward to strategic proposals, recommendations and continuous process improvements. | ||
| 64 | (para 2.1.3 SUB-TASK 3: REQUEST FULFILLMENT) Is the Service Catalog automated? | Request fulfillment is partially automated in that end-users are capable of requesting support via the N-NC portal. | ||
| 65 | (para 2.1.3.1 SUB-TASK 3: REQUEST FULFILLMENT) Does N-NC have services requests broken down by priorities and types (standard, non-standard) along with counts? If yes please provide the count of standard versus non-standard and priority service requests? | Ticket volume is addressed in section 1.5.5 of the PWS. | ||
| 66 | (papa 2.1.7 SUB-TASK 7: APPLICATIONS MANAGEMENT – COMMERCIAL AND GOVT OFF-THE-SHELF) Does N-NC have a license management approach and solution? | Different products have different licensing models and must be managed within the licensing model of the product. The offeror shall be able to understand software asset management and make recommendations to select the best model for N-NC. | ||
| 67 | (para 2.2.3 Service Level Management) Is there an automated Service Level Management application in use today and if so which solution? | The current ITSM tool is System Center Service Manager (SCSM) | ||
| 68 | (para 2.2.3.1 Service Level Management Requirements) Is there a solution which is monitoring SLAs/OLAs to avoid breaches? | See response to question #67 | ||
| 69 | (para 2.2.5. SUB-TASK 5: IT FINANCIAL AND SUPPLIER MANAGEMENT) Does N-NC have a workflow capability like BMC Remedy, HPE Operations Orchestration, etc.? If yes please identify. | See response to question #67 | ||
| 70 | (para 2.2.6.2 OUTPUTS: See Attachment 3: Service Output Specifications) What KMS is in use on the current contract? | The current ITSM tool is System Center Service Manager (SCSM) and the portal. | ||
| 71 | (para 4.1.4 and 4.2.4 EQUIPMENT) If additional personnel are required to support the requirements of this contract and reside at a contractor facility, will the Government supply Unclassified Workstations with Connectivity to the N-NC NIPRNet? | PWS revised to add "Computing equipment at contractor’s facility upon Government’s approval" | PWS updated Basic & O&M para 4.1.4 | |
| 72 | (para 5.3, Key Personnel). There is reference to “maintain qualified staff per current ITIL certifications” but there are none identified. Can the government provide what current levels are or what their expected levels are? | No, this is part of the offeror's strategic proposal to demonstrate both understanding of IT Service Management and work in this type of environment. | ||
| 73 | Attachment 4, Basic IDIQ Service Catalog | (Svc Cat) The service catalog lists Core Service Packages and Service Level Packages. Do these packages currently exist and will they be provided to the contractor? | Yes, all existing documentation will be provided to the contractor during contract transition. | |
| 74 | (General) Please provide a consolidated list of specific services identified throughout the service catalog. For example: DSEL, Exchange, DCO, etc. and by application and hardware required to support. | Please see all RFP attachments to determine service mappings. There are no lists or diagrams that map all hardware and software to specific services. | ||
| 75 | (General) What specific services and users (SH/SW) are required to be supported at CMAFS? Will Raytheon supported services be identified? | N-NC has a support agreement in place with the 721st Com Squadron. Refer to table 3 for support requirement at CMAFS. OLA to be provided during transition. | ||
| 76 | (General )What specific services and users (SH/SW) are required to be supported at ANAR, CANR, CADS, WADS, EADS, JFHQ-NCR, ALCOM, JTF-CS, ARNORTH, NAVNORTH, AFNORTH? | Enterprise Services that are extended to those sites at support levels / support types as defined in Table 3. OLAs will be provided upon transition. | ||
| 77 | (General) Please provide the ongoing service Portfolio IAW ITIL standards identifying Retired, Existing, and Pipeline services that will be provided? For example: Juniper, NUTANIX, etc. | The Contractor shall consider that all services in the N-NC Service Catalog and N-NC Software catalog are existing. Listing of retired services are provided in the software catalog. The Govt will provide details or listing of pipeline services during transition. | ||
| 78 | (General) The Service Catalog staffing capability does not include ITIL, PMO, Quality, IT Financial/Support, etc. The Service Catalog only addresses the execution of actual services and not the necessary staffing (Threshold/Objective levels) to meet ITIL processes and framework including Transition & Support & Service Optimization. What is the Government’s estimate for the staff (FTEs) necessary to implement the ITIL Framework? | The Contractor shall determine their staffing plan for managing ITIL processes and N-NC Services. There are no Government staffing thresholds/objective established for managing ITIL processes. The number of FTE's is at the offeror's discretion. Only requirement for managing processes is in Key Personnel, PWS para 5.3 | ||
| 79 | (General) Considering all projects awarded under the current contract will be completed per Government answers to round 1 questions, will newly identified requirements will be new projects/starts (for example: Juniper, NUTANIX) | New identified requirements could become new Task Orders. | ||
| 80 | (General) Can the government provide a consolidate list and status of current underpinning contracts and LOE for N2ITSM to support? | There are approximately 20 UCs at this time which require validation of hardware or licensing requirements annually. Hardware and software maintenance agreements are in place for key assests identified in the hardware and software catalog. The list will be provided upon transition | ||
| 81 | (General) Please provide a complete FTE Personnel Objective/Threshold listing for all services? (for Example, Svc Catalog, paras 1.2 – 1.6: DSN, DRSN, Deployable Comms, International, Interagency) | FTE Personnel Objectives/Threshold are not identified in the N-NC Service Catalog. The number of FTE's is at the offeror's discretion. | ||
| 82 | (Svc Cat 1) Please provide historical service desk metrics for the Service Category 1, Information Transport. | Available information is provided in the PWS para 1.5.5 and RFP attachments. | ||
| 83 | (Svc Cat 2) Does the government expect the contractor to be the Tier I/II Responsible and Accountable organization for all DSN, voicemail, analog and IP services? If yes, please provide the number of devices and locations requiring support. | Yes initial service desk response. Voicemail and phone devices are facilitated through the Gov't Phone Team and/or via base Comm Spt. | ||
| 84 | (Svc Cat 1.3) Does the government expect the contractor to be the Tier I/II Responsible and Accountable organization for all DRSN, voicemail, analog and IP services? If yes, please provide the number of devices and locations requiring support. | See response to question #83 | ||
| 85 | (Svc Cat 1.3) Please provide Service desk operational metrics for all DRSN services. | Operational metrics for all DRSN services provided upon transition. | ||
| 86 | (Svc Cat 2.4 and 2.5) How many different VOIP solutions exist and on which networks? | The NEN VOIP solution is Cisco. DISA provides EC VOIP. | ||
| 87 | (Svc Cat 2.6) How many PDS (Protected Distribution Systems) are currently in the network and require O&M support? | All available information is in service catalog, software catalog, and hardware catalog. | ||
| 88 | (Svc Cat 2.6) For facilities cable, please provide a current cable diagram for all networks, services, and at all locations for which the contractor will be responsible? | All existing documentation will be provided to the contractor during contract transition. | ||
| 89 | (Svc Cat 2.7) Please quantify the applications and hardware used in support of Rich Media services so the contractor can determine level of effort, qualifications and support (FMV, GBS, CMAF, IPTV, Broadcast Services, Atrium Sound, Commander’s Info Distro/Display, Command Satellite TV). | Please Refer to Software catalog | ||
| 90 | (Svc Cat 2.7) JWICS Rich Media – Who has primary responsibility for JWICS VTC Services? Contractor or DIA? | DIA maintains and repairs JWICS VTC Equipment. Contractor supports the conference rooms and operates the JWICS VTC provides limited tier 1 support and calls DIA for further support. | ||
| 91 | (Svc Cat 2.7) How many Desktop VTCs, by type and location (Polycomm, Tanburg, DCO) need to be supported? | Refer to Hardware catalog. The Government has tier III maintenance support in place. | ||
| 92 | (Svc Cat 2.8) How many Cross Domain solutions are in place and what are they? | All available information is in service catalog, software catalog, and hardware catalog. | ||
| 93 | (Svc Cat 2.9) Is there any HW associated with 2.9 Canada Communications Interoperability and where is it located? If yes please provide nomenclature and location. | Yes, the Mission System Control Interface (MSCI) equipment is located at N-NC HQ and CMAFS. | ||
| 94 | (Svc Cat 2.9) Please verify the Staff Capability Objective/Threshold associated Canada Communications Interoperability with Para 2.9 as it says para 2.8 Cross Domain Services. | Svc. Cat. 2.9 updated | YES - service catalog | |
| 95 | (Svc Cat 2.10) It identifies the contractor is responsible for CMAFS Video Distribution and Display. What are the responsibilities and equipment inside CMAFS? What is the work share responsibility with the current CMAFS Contractor? There implication that there is onsite staffing at CMAFS. The contract does not identify any on site staffing or seats for onsite staffing at CMAFS. | See response to question #75 | ||
| 96 | (Svc Cat 3.1) Are the 50 public workstations referenced in End-User Computing Services networked or are they stand alone terminals needing support? Where are the 50 terminals located? | The Public workstations are stand-alone and require O&M support. Located in N-NC HQ | ||
| 97 | (Svc Cat 3.1) How many of the end user devices are in CMAFS vs Building 2? Please provide network diagrams or service maps showing the fidelity in the way of numbers at which facility? | End user device quantities are identified in Base PWS para 1.5.3.3. All available information is in service catalog, software catalog, and hardware catalog. Additional documentation will be provided upon transition | ||
| 98 | (Svc Cat 3.1) What core service packages are required (type, location, quantity) for all Mobile VTC? | Deployable communication packages are supported thru underpinning contracts. | ||
| 99 | (Svc Cat 3.2) What are the storage solutions in place, by network, and their current capacity and availability? | All available information is in service catalog, software catalog, and hardware catalog. | ||
| 100 | (Svc Cat 3.2) What are the data storage solutions at the Regions/Sectors/Components that the N2ITSM contractor will be responsible for? | All available information is in service catalog, software catalog, and hardware catalog. | ||
| 101 | (Svc Cat 3.4) Please provide a listing by type, quantity, and location of print service devices? | 68 MFD in N-NC facilities supported by DLA. Refer to Hardware catalog for printers. | ||
| 102 | (Svc Cat 3.6) How many digital imaging devices are maintain/managed by third party contract? Does the N2ITSM contractor need to provide escort for the third party vendor technician(s)? If yes please provide historical metrics on trouble tickets requiring escort? | 68 MFD. Copiers are via Defense Logistics Agency. In situations where an escort is needed for DLA support, either the requesting customer office or the Gov't service owner provides escort. All available information is in service catalog, software catalog, and hardware catalog. | ||
| 103 | (Svc Cat 4.1) What constitutes the standard desktop image by OS and applications installed? How many different versions of the image are there (one or one for every network)? Are there different versions for desktop and laptop devices? If yes please specify. | N-NC has migrated to AF standard desktop configuration as the base line for all networks. | ||
| 104 | (Svc Cat 4.2) How many DEE, SIPR-DEE and NPE’s are maintained by the contractor? | Unable to determine the intent of the question; however, users are described in the basic PWS 1.5.5. DEE, SIPR-DEE and NPE’s accounts are maintained by DISA. |
| 105 | (Svc Cat 4.3) How many non-enterprise messaging services (i.e. Exchange) does the contractor provide/maintain (NEN, SIPR-Rel, CENTRIX) and how many users are supported? | All available information is in service catalog, software catalog, and hardware catalog. | |
| 106 | (Svc Cat 4.3) How many servers comprise the Messaging services? Are these servers local or remote? If remote, who handles onsite support? If the support is via the N2ITSM contract please identify the remote locations. | All available information is in service catalog, software catalog, and hardware catalog. | |
| 107 | (Svc Cat 4.4) Please clearly delineate responsibilities for all portal service between those of CSKM and the contractor? Why are AFNORTH Portal services (Svc Cat 7.11) not in this paragraph? | AF North Portal services a short-term requirement for a specific component; that is why it is listed as a Directorate Service. CSKM J6 MOA will be provided upon transition. | |
| 108 | (Svc Cat 4.4) How many users are supported by each of the different collaboration services and what hardware/applications are required to be maintained? | All available information is in service catalog, software catalog, and hardware catalog. | |
| 109 | (Svc Cat 4.5) How many unique databases are supported and on how many different networks? Please confirm the ticketing system used -is it Remedy or SCCM? The Service Catalog shows both applications. In order to legitimately determine the necessary Level of Effort required for execution an accurate list of databases and applications is required. | The current IT Service Management tool is SCSM. Primary data base is MS SQL for all networks. All available information is in service catalog, software catalog, and hardware catalog. | Check service catalog for remedy and delete |
| 110 | (Svc Cat 3.4 and 4.6) What the difference is in services between para 3.4 and 4.6 in the Service Catalog? How many printers or MFD exist and on which networks? What 802.1x solution does N-NC use? Do you have an Objective/Threshold staffing goal for support like most other services in the catalog do? | Svc Cat 3.4 is print services and 4.6 is print server services. Refer to question #101. 802.1x is used in N-NC. Staffing is at the offeror's discretion in order to meet the PWS requirement. |
| 111 | (Svc Cat 4.7) Per the Svc Catalog regarding domain services, the contractor is only required to maintain NIPR, SIPR, NEN. Who has responsibility for SIPR-REL, CENTRIX? CENTRIX does show later in the paragraph with Tier I/II/III responsibilities but is not covered in Scope or in Staffing Capability. Please provide clarification. | SIPR-REL; N2ITSM contractor has tier I, II, III responsibilities. DISA has Tier II/III responsibilities for Centrix; N2ITSM contractor has tier I responsibilities of Centrix. OLA with DISA to be provided during transition. | Check software service catalog |
| 112 | (Svc Cat 4.7) Does each domain have a threat management gateway (TMG), certificate authority (CA), and Forefront Identity (FIM) Service associated with them? If yes please specify. | All available information is in service catalog, software catalog, and hardware catalog. | |
| 113 | (Svc Cat 4.8) How many file servers are supported by network? Identify what backups being conducted (Status, how often, last verified)? What is current capacity? | All available information is in service catalog, software catalog, and hardware catalog. | |
| 114 | (Svc Cat 4.9) Do all services in the catalog have a DR/COOP plan and capability? If not, please identify which ones do not? Have all of these plans been successfully tested? If no please identify which ones have not. | Only specific services are required for COOP/DR capabilities. The plan will be made available during transition. | |
| 115 | (Svc Cat 5.1) By network, what network management and monitoring tools are deployed? For example: SCCM, SCOM, SCSM, WUG, Spectrum, Solarwinds, Splunk. | All available information is in service catalog, software catalog, and hardware catalog. | |
| 116 | (Svc Cat 5.2) Please explain the current capability of the TIL to model the current production environment for testing of all applications and services on all networks. | TIL has limited capability and does not fully duplicate the N-NC environment. | |
| 117 | (Svc Cat 5.3) What is the status and level of completeness of the existing circuit management database? The Draft PWS references in excess of 300 circuits, but the Services Catalog references only 150. Please reconcile the numbers? | Service Catalog revised | yes - service catalog |
| 118 | (Svc Cat 5.4) Does contractor data management responsibility include only the systems and services owned and maintained by the contractor? | Svc Cat 5.4 is Data Center Management; AOR is the scope, services and requirements as identified in the PWS 2.1.5.1.N and supporting attachments. | |
| 119 | (Svc Cat 5.4) Please identify the location/quantity of Data Center systems to be maintained at CMAFS? What are shared responsibilities between the contractor and the existing contractor at CMAFS? | Please refer to basic PWS table 1. OLA with 721st Communication Squadron will be provided during transition. |
| 120 | (Svc Cat 5.5) Do all the listed ITSM tools integrate with the current CMDB and what is the current status of the CMDB? Are all networks covered by the same tool sets? | Please refer to basic PWS para 1.5.4 | ||
| 121 | (Svc Cat 6.1) Is HBSS installed on the four networks identified in para 6.1 of the Service Catalog (NIPR, Commercial, SIPR, NEN)? | HBSS is not on commercial network. | ||
| 122 | (Svc CAT 6.1) How many IDS and firewalls are deployed on each network? What IDS and firewalls by brand and model are deployed? | All available information is in service catalog, software catalog, and hardware catalog. | ||
| 123 | (Svc Cat 6.2) Where are the 100 organizations supported on the NEN located and are they covered by remote or dispatch support? Of the 190 COMSEC devices identified, where are they located? Does the 190 devices include support for the COCOM Mission Services as listed in Para 8 of the Service Catalog? | Please refer to basic PWS table 3. OLAs will be provided during transition. | ||
| 124 | (Svc Cat 6.3) Does the contractor require LRA trained personnel to support 24/7 operations? If LRA support is required 24/7, how can the staffing objective be 1 and the threshold 0.5? Does the government require the contractor to have personnel with ETA authorities or just TA? Does the government have two sets of equipment in order to support the service desk and the N2C2? How many Alt Tokens are currently issued in N-NC? | Service Catalog revised | yes - service catalog | |
| 125 | (Svc Cat 6.4) Does the command have sufficient capacity to store logs IAW with Service Scope for each network and service listed in the scope? Are the consolidated logging Key Performance Parameters accurate? Does N-NC have any data management or logging tools currently deployed in use and if so what are they? Is tape backup still in use? | Refer to Basic PWS to para 5.8.1 | ||
| 126 | (Svc Cat 6.5) Is ACAS fully deployed across all networks (NIPR, SIPR, SIPR-REL, NEN, and CENTRIXS)? Is CMRS fully deployed and does it receive feeds from HSSS and ACAS on all networks? | All available information is in service catalog, software catalog, and hardware catalog. Please refer to basic PWS para 1.5.4 | ||
| 127 | (Svc Cat 7.1) Please provide the topography, server, SW configurations for the three instances of LMS. Please provide service desk metrics for LMS and the 10,500 users shown in the service catalog? | N-NC has an underpinning contract that supports tier II, III for LMS. N2ITSM contractors is responsible for tier I initial response and escalation. Any configuration management documents will be provided during transition. | ||
| 128 | (Svc Cat 7.2) For TMT, what is the staffing Objective/Threshold for this task? Please provide the architecture and number of servers to support this task. What is the interface between the contractor and the Chief of Staff SJS office? What tasks are currently done by the SJS? | N-NC has an underpinning contract that supports the software for tier II and III for TMT. N2ITSM contractors is responsible for the infrastructure/hardware. | ||
| 129 | (Svc Cat 7.3) Please provide the current architecture, configurations, and applications for the J8 ATDN. | All available information is in service catalog, software catalog, and hardware catalog. Any additional documentation will be made available during transition. | ||
| 130 | (Svc Cat 7.4) Please provide the current architecture, configurations, and applications for the J9 Law Enforcement Network. | All available information is in service catalog, software catalog, and hardware catalog. Any additional documentation will be made available during transition. | ||
| 131 | (Svc Cat 7.11) Does the AFNORTH Portal have dedicated TMG, CA, FIM or does it utilize the N-NC systems? | All available information is in service catalog, software catalog, and hardware catalog. Any additional documentation will be made available during transition. |
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