DRAFT_WICS_PWS_-_20140326.pdf

SCHRIEVER AIR FORCE BASE (SAFB), COLORADO

WING INFORMATION & COMMUNICATIONS SUPPORT

(WICS)

DRAFT

PERFORMANCE WORK STATEMENT (PWS)

FA2550-13-R-8001

26 Mar 2014

Table of Contents Program Management and Quality

1.0 Program Management and Quality

1.1 General Management

1.2 Contract Performance Measurements

1.3 Personnel Management

1.4 Training

1.5 Contingencies and Emergency Support

1.6 Reimbursable Travel

1.7 Program Management Support

1.8 Administrative Support

1.9 Contractor Manpower Reporting Application (CMRA)

1.10 Phase-In/ Phase-Out

1.11 Projected Changes and Upgrades

Operations

2.0 Operations

2.1 DSCS Earth Terminal Operations

2.2 Milstar Air Force Command Post Terminal Operations

2.3 Global Broadcast Service Operations

Information and Communication Systems Maintenance

3.0 Information and Communication Systems Maintenance

3.1 Maintenance Operations Center (MOC)

3.2 Standard Maintenance Practices

3.3 MILSATCOM

3.4 Systems and Software Support

3.5 Technical Support

Supply and Logistics Support

4.0 Supply and Logistics Support

4.1 Supply Support

4.2 Logistics Support

50 SW Configuration Management

5.0 50 SW Command, Control, Communications, and Computers (C4) Installation Standards and Configuration Management

5.1 Configuration Management

Wing Information Assurance (IA) and Information/Communication Systems Support

6.0 Wing IA and Information/Communication Systems Support

6.1 50 SW Wing Level IAO

6.2 Computer Systems Support and Information Assurance Services

Systems Safety

7.0 System Safety

7.1 Systems Safety Support

Other Support Requirements

8.0 Other Support Requirements

8.1 Security

8.2 Safety

8.3 Civil Engineering

DRAFT WICS PWS For Official Use Only (FOUO) Page 2

DRAFT WICS PWS For Official Use Only (FOUO) Page 3

The Wing Information and Communication Support (WICS) Performance Work Statement (PWS) describes the services required to operate, maintain, and logistically support 50th Space Wing (50 SW) information and communications systems identified herein. The 50 SW supports multiple programs and resources under the auspices of Air Force Space Command (AFSPC).

The scope of this PWS include potential changes to the 50 SW missions and services that may require support to a level yet to be determined (TBD). In addition, during the life of the WICS contract outside agencies may locate to Schriever Air Force Base (SAFB) that may require support under this PWS.

SAFB

SAFB is home to the 50 SW. Support is required for various Information and Communications systems and other associated organizations.

Tinker AFB, OK (OKC) The Defense Enterprise Computing Center (DECC) at Tinker AFB, OK (hereafter referred to as OKC) houses the GBS “Primary” Satellite Broadcast Manager (SBM) equipment and provides Global Broadcast Service (GBS) Global Information Grid (GIG) network connectivity.

Mechanicsburg, PA (MECH) The DECC at Mechanicsburg, PA (hereafter referred to as MECH) houses the GBS “Backup” Continuity of Operations (COOP) Satellite Broadcast Manager (SBM) equipment and provides GBS GIG network connectivity.

Defense Satellite Communications System (DSCS) is used for high priority command and control communication such as the exchange of wartime information between defense officials and battlefield commanders. The military also uses DSCS to transmit space operations and early warning data to various systems and users.

For the purposes of this acquisition, the DSCS resources consist of, but are not limited to:

• Dual AN/GSC-52 terminals at SAFB

• Four AN/USC-28 spread spectrum multiple access (SSMA) MODEMs

• AN/MSC-66 Digital Communications Satellite Subsystem (DCSS)

• OM-88 MODEMs

• Interconnect Facility

• AN/FRC-181 MILSTAR Command Post Terminal

• S-790/FRC-181 EHF Antenna Support Shelter (EHFASS)

Global Broadcast Service (GBS) is a space-based, world-wide, high-capacity broadcast system that provides a one-way, high-speed flow of high-volume national security essential information to forces garrisoned, deployed, or on the move with small receive-only GBS terminals. GBS managed information consists of unclassified and classified video, audio, data, imagery and other information product types. GBS is divided into three segments: broadcast, space, and receive.

The broadcast segment consists of:

• Communications connectivity

• GBS Satellite Broadcast Manager (SBM)

• Mission unique equipment (MUE)

DRAFT WICS PWS For Official Use Only (FOUO) Page 4

• Computer and operations center capabilities to collect, organize, control, and transmit GBS source provider video and data products to supporting satellite uplink facilities.

The space segment consists of:

• GBS mission payloads on Ultra High Frequency (UHF) Follow-on (UFO) satellites

• Wideband Global SATCOM (WGS) satellites accessed through DISA Teleport Gateways

The receive segment consists of:

• Tactical GBS unique Receive Suite (RS) terminals consisting of an antenna and Receive Broadcast Manager (RBM).

For the purposes of this acquisition, the GBS resources for which operations and maintenance shall be performed include:

• GBS Operations Center (GBSOC) at SAFB

• GBS SBM MUE at the OKC DECC

• GBS SBM MUE at the MECH DECC

Future Requirements (subject to change and not limited to):

The following is a summary of potential 50 SW requirements growth. These may require support to a level yet to be determined. This list is provided as information only and is subject to additions, deletions, and/or other changes.

• TBD

DRAFT WICS PWS For Official Use Only (FOUO) Page 5

Chapter 1 Program Management and Quality

1.0 Program Management and Quality

The contractor shall provide the resources, personnel, and services necessary to perform the requirements of this PWS. The contractor shall provide qualified, certified, and trained personnel within required timeframes and during normal and all contingency scenarios at all locations identified in this PWS. The contractor shall notify the Government Management Team (GMT) of all issues it considers not within the scope of this contract. The GMT consists of the Program Manager (PM), the Contracting Officer (CO), and the responsible Contracting Officer Representative (COR).

1.1 General Management

The contractor shall monitor program status and resolve problems with minimum impact to costs and operations performance through Contract Data Requirements Lists (CDRL) (CDRLs 1001, 1002, and 1003).

CDRL 1001 - Program Management Plan CDRL 1002 - Contract Work Breakdown Structure CDRL 1003 - Contract Manning Report

1.1.1 Notice

The contractor shall advise the GMT immediately of any problems affecting the contractor’s performance or impacting mission accomplishment.

1.1.2 Documentation

The contractor shall be responsible for creating, maintaining, delivering, and disposing of government-required documents, records, and reports used for accomplishment of WICS requirements. If requested by the GMT, the contractor shall provide the original record or a reproducible copy of any such record within five working days of receipt of the request. All documentation, products, and data developed in support of the WICS contract are the property of the US Government.

1.1.3 Coverage Hours

For contractor tasks that are required during normal duty hours, the contractor shall adopt a work schedule that mirrors the government’s federal work/holiday schedule.

1.2 Contract Performance Measurements

PWS performance parameters are based on meeting 50 SW mission objectives. The Services Summary (SS) is found in PWS Section TBD. The contractor shall demonstrate compliance with the SS.

1.3 Personnel Management

The contractor shall be responsible for the following aspects of personnel management.

DRAFT WICS PWS For Official Use Only (FOUO) Page 6

1.3.1 Program Manager (PM)

The PM shall have full authority to act for the contractor on all matters relating to daily operations of the WICS contract. The PM or authorized designee shall be available at all times for discussions via teleconference.

1.3.2 Contract Manager

The Contract Manager or authorized designee shall have the authority to review and sign all contract actions. The Contract Manager shall be available during normal duty hours for discussions via teleconference.

1.3.3 Contractor Employees

All contract employees who interface with the government, either electronically or in person, shall be able to read, write, speak, and understand English. The contractor shall select personnel who are fully certified and/or qualified, trained and have the necessary security clearances to provide the government the services required by the WICS contract. The contractor shall consider retainability of employees as part of its overall responsibility of managing the contractor workforce, especially for functions with unique qualifications, extensive training requirements, and/or security concerns. The contractor shall identify themselves as contractor personnel by introducing themselves or being introduced as contractor personnel and by displaying distinguishing badges or other visible identification for meetings with government personnel. In addition, contractor personnel shall appropriately identify themselves as contractor employees in telephone conversations and in formal and informal written correspondence IAW

DFARS 211.106.

1.3.3.1 Contractor Point of Contacts

The contractor shall maintain a listing of all key contractor management personnel. This list shall be maintained and provided to the GMT at contract start and when changes occur.

1.3.3.2 Contractor Conduct

The contractor employees shall be subject to regulations and directives governing the activities of personnel on government installations. The installation commander may direct the contractor, in writing, to remove any employee from the installation when retention of such employee endangers life, property, security, or where such an employee violates reasonable and necessary base regulations. In addition, when a mishap occurs or improper behavior is displayed by an employee, the government reserves the right to require immediate removal of the individual from the installation.

1.3.3.3 Contractor Privileges

Contractor installation privileges are based on currently approved support agreements, as identified in PWS Section TBD, Appendix TBD of the contract. The government retains the right to withdraw privileges at any time, without penalty.

1.4 Training

1.4.1 Training Records

The contractor shall maintain training records for personnel, and grant the government access to those records upon request.

DRAFT WICS PWS For Official Use Only (FOUO) Page 7

1.4.2 Ancillary Training

The contractor shall participate in ancillary training as required by the work being performed and IAW applicable documentation (instructions, standards, etc.). The contractor shall establish and maintain a training document or database, or use the existing IMDS database, to track contractor ancillary training requirements. At a minimum, the document or database will reflect training due dates, training completion dates and projected due dates. The document or database will be available for government review upon request.

1.4.3 Training and Education Costs

The government will provide for initial training and/or materials for new or modified information and communication systems and support systems. The contractor shall attend government provided specialized training (e.g., not commercially available) as directed.

government contract actions will be initiated on a case-by-case basis if overtime is required. The contractor shall refund to the government training and education costs for employees, who resign, are terminated or otherwise unable to perform duties they were trained for within 12 months of completion of such training or education for reasons within the employee’s control (this applies when government funds are utilized for training).

1.5 Contingencies and Emergency Support

Unless otherwise directed by the CO, the contractor shall ensure continued support at SAFB as well as other locations identified in this PWS in the event of emergencies (to include natural, man-made and other emergencies), and shall continue support during all defense readiness conditions (e.g., Defense Condition (DEFCON)), threat conditions (e.g., Force Protection Condition (FPCON)), and alarm conditions (e.g., Alarm Black) except when there is a direct and immediate life threatening situation (e.g., the need to take shelter during a missile attack). The contractor shall prepare, review/update (minimum annually) and deliver a management contingency plan, (CDRL 1004). The contractor shall increase the level of support during wartime and other contingencies as directed by the government. The government may negotiate an equitable adjustment for any additional hours worked. The contractor shall ensure that mission essential contractor personnel are identified IAW DoD Instruction (DoDI) 3020.37. The contractor shall identify their mission essential contractor personnel to the government, (CDRL 1005).

CDRL 1004 - Management Contingency Plan CDRL 1005 - Mission Essential Contractor Personnel Designation

1.5.1 Exercise/Inspection Support

The contractor shall fully participate in all 50 SW exercises/inspections to the level dictated by the scenarios in progress. The contractor shall fully participate in all base exercises and inspections, except as determined by the commander. This support will be required on a non-mission interference basis during normal contractor duty hours. The contractor shall not increase manpower or man-hours during exercise participation unless specifically stated in this PWS or authorized by the CO.

DRAFT WICS PWS For Official Use Only (FOUO) Page 8

1.5.2 Expected Delays

The contractor may experience delays entering and/or exiting the base due to exercises or increased security, base closure or late reporting due to weather conditions. Exercises should be expected on a quarterly basis. In all cases, the contractor shall ensure mission essential work center coverage while minimizing potential harm to contractor employees.

1.6 Reimbursable Travel

The contractor shall be responsible for all employee travel arrangements by commercial means.

Contractor employee travel shall be IAW current Joint Federal Travel Regulations.

Transportation may be provided by the military depending on access to bases and availability of commercial transportation. The contractor shall obtain written concurrence from the PMD, or the CO, for travel using CLIN TBD. E-mail is acceptable for written authorization when commercial travel is used.

1.7 Program Management Support

1.7.1 Quality Assurance (QA)

The contractor shall have a quality program in place to ensure all contract requirements are met.

The government does not require the contractor to assign a Quality Assurance Manager (QAM) at each location identified in this PWS. The government encourages the contractor to continuously improve all processes within this PWS.

1.7.1.1 Inspection of Services

According to the Federal Acquisition Regulation (FAR) clauses 52.246-4 & 52.246-5, the government will evaluate the contractor’s performance under this contract. Government personnel will record all surveillance observations. When an observation indicates defective performance, the contractor shall initial the observation acknowledging that he or she has been made aware of the defective performance.

1.7.1.2 Quality Control Program

The contractor shall establish, through an independent function, a quality program, which shall encompass all aspects of the contract. The contractor shall include any applicable Communications Quality Control Check sheet (CQCC) that would be utilized by the various work centers. The contractor shall implement the quality program through a Quality Program Plan (QPP). The QPP shall be submitted IAW CDRL 1006 and accepted by the CO.

CDRL 1006 - Quality Program Plan

1.7.1.2.1 Quality Status Reports (QSR)

QSRs shall be generated on a monthly basis. Details of audits and inspections accomplished, significant deficiencies noted, trend analysis of contract performance and status of all issues yet to be resolved shall be provided. QSRs shall be distributed to the contractor's program management and government representatives, (CDRL 1007), concurrently. At a minimum, the QSRs must include metrics, which verify whether the performance standards in the Services Summary have been met.

CDRL 1007 - Quality Status Reports

DRAFT WICS PWS For Official Use Only (FOUO) Page 9

1.7.2 Management Internal Control Toolset

The contractor shall establish Management Internal Control Toolset (MICT) accounts and maintain up-to-date compliance checklists for use during assessments. The contractor shall utilize applicable check sheets and enter data into the MICT.

1.7.3 Management Information System

The contractor shall provide government access to a single management information system for management, organization, and consolidation of all program documents, metrics, data, and knowledge. It shall be searchable and allow generated user interfaces, and include workflow tools to assist in continuous improvement of WICS artifacts.

1.7.4 Program Management Reviews (PMR)

The contractor shall provide a PMR to the government monthly for the first six months after contract start and quarterly thereafter. The PMRs will be held in the Colorado Springs, CO area (location will be determined by the government). For all PMRs, the contractor shall provide the briefing content to the government CO and 50 SW PMD at least three duty days prior to the PMR, (CDRL 1008). The contractor shall present the first PMR within 30 days of contract start.

CDRL 1008 - Program Management Review

1.8 Administrative Support

The contractor shall provide the following support IAW Table 1-1, General Tasks:

Table 1-1 General Tasks

Para

D E C C

G B S O C

S A F B

S C S

Records Management Program Records Custodian 1.9.2.1 X X AF Records Information Management System (AFRIMS) 1.9.2.2 X X

FOIA/PA 1.9.2.3 X X

1.8.1 Publications Support

1.8.1.1 Contractor Operating Instructions/Operating Procedures Upon contract award, Operating Instructions (OI)/ Operating Procedures (OP) used by the incumbent contractor will be provided to the successor contractor. The successor contractor shall use, change, or develop their own. The contractor OIs/OPs shall be implemented, maintained, and complied with. All OIs/OPs required for compliance will be accepted by designated government personnel and shall be accessible when requested by the government. Contract OIs/OPs, (CDRL 1009), will address contract wide direction/policy. Specific OIs/OPs, (CDRL 1010), will address work center-specific direction/policy. All OIs/OPs, once accepted by the government will become directive in nature. All OIs/OPs will become the property of the government and will be incorporated into the WICS Master Library.

CDRL 1009 – Contract Operating Instructions/Operating Procedures CDRL 1010 – Site Specific Operating Instructions/Operating Procedures DRAFT WICS PWS For Official Use Only (FOUO) Page 10

1.8.1.2 New Directive Publications

The contractor shall review new/updated publications (draft and final) to assess technical content and impact to the WICS contract. The contractor shall notify the CO within 30 days of receipt if there are associated costs or potential risk impacts to the WICS contract.

1.8.1.3 Master / Bidder’s Library

The contractor shall establish and maintain a master library at a single central location, in electronic format wherever possible, containing all publications required in the performance of this PWS. The master library shall be maintained IAW AFI 33-360, AFPD 21-3, and TO 00-5-1.

The contractor shall maintain the latest basic publications, revisions, changes and supplements.

As an exception to the provided guidance, the contractor shall maintain publications, which are rescinded or replaced until the replacement document has been accepted. The contractor shall maintain and provide a Master Document List (MDL), (CDRL 1011), identifying all documents and data contained in the master library. A complete copy of the master library shall be provided as a Bidder’s Library, (CDRL 1012), within 30 days of CO request. The contractor shall maintain the master library through the end of the contract.

CDRL 1011 – Master Document List CDRL 1012 – Bidder’s Library

1.8.2 Records Management Program

The contractor shall manage all data created for government use or legally controlled by the government, in support of the functional activity or required by Department of Defense Directive (DoDD) and AF publications, in accordance with the DoDD and AF records management procedures in DoDD 5015.2, DoD 5015.2-STD, Air Force Policy Directive (AFPD) AFPD 33-3, Air Force Instructions (AFI) 33-321, AFI 33-322, AFI 33-364, Air Force Manual (AFMAN) 33- 363, AFMAN 37-104, and the Air Force Records Disposition Schedule (RDS) located at https://www.my.af.mil/afrims/afrims/afrims/rims.cfm or their subsequent replacements. All contractor records management personnel shall possess a valid National Agency Check (NAC).

The contractor shall accomplish the following duties:

1.8.2.1 Records Custodian (RC):

The contractor shall provide RCs to support the requirements at each 50 SW location identified in Table 1-1. The contractor shall perform RC duties in order to comply with the DoD, AF Governing Directives, and Air Force Records Information Management System (AFRIMS).

1.8.2.2 Air Force Records Information Management System (AFRIMS) The contractor shall manage the AFRIMS data. The contractor shall update the AFRIMS database.

1.8.2.3 Freedom of Information Act and Privacy Act

Any Freedom of Information Act (FOIA) or Privacy Act (PA) requests received by the contractor shall be forwarded to the 50 SW FOIA Manager IAW DoD 5400.7-R, AFMAN 33-302 and AFI 33-332 no later than the next workday after receipt. The contractor shall ensure personal privacy data is protected to prevent unauthorized disclosure and ensure proper disposal.

DRAFT WICS PWS For Official Use Only (FOUO) Page 11 https://www.my.af.mil/afrims/afrims/afrims/rims.cfm

1.9 Contractor Manpower Reporting Application (CMRA).

CMRA implements the FY2011 National Defense Authorization Act (NDAA), Section 8108, Contractor Inventory.

1.9.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the 50th Contracting Squadron (50 CONS), DoDAAC number FA2550, via a secure data collection site. The contractor is required to completely fill in all required data fields at http://www.ecmra.mil.

1.9.2 Reporting inputs will be for the labor executed during the period of performance for each government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the CMRA help desk.

1.9.3 Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.

1.9.4 User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for government personnel and contractors are available at the Army CMRA link at http://www.ecmra.mil.

1.10 Phase-In/ Phase-Out

1.10.1 Phase-In Plan

Upon award, the government will provide the successful contractor the incumbent contractor’s Phase-Out Plan. The successful contractor shall deliver a Phase-In Plan, (CDRL 1013), which complements the incumbent’s Phase-Out Plan. The contractor shall meet with the government phase-in team to review implementation of the Phase-In Plan. The contractor shall have a complete certified, qualified, trained, and cleared workforce available in each work center (without any degradation in service) no later than contract start.

CDRL 1013- Phase-In Plan

1.10.2 Phase-Out Plan

The contractor shall develop and implement a transition plan for Phase-Out, (CDRL 1014). The contractor shall establish procedures with the successors to ensure a smooth transition of all requirements. The contractor shall maintain overall contract responsibility until the completion of the contract period of performance (PoP). The contractor shall ensure all responsibilities are transferred without any degradation in service.

CDRL 1014 – Phase-Out Plan

1.11 Projected Changes and Upgrades

The 50 SW may be affected by future changes to existing systems (e.g., information, communications, and mission support) covered by this requirement during the WICS PoP. In the event that systems are introduced, upgraded, or phased out, the government will make a scope determination and require support to a level yet to be determined.

DRAFT WICS PWS For Official Use Only (FOUO) Page 12

Chapter 2 Operations

2.0 Operations

The contractor shall perform 24/7 on-site operations activities for 50 SW locations as identified in the following chapter and IAW technical publications.

2.1 DSCS Earth Terminal Operations

The contractor shall operate the DSCS earth terminals and associated sub-systems and components, including future upgrades, IAW Defense Information System Agency (DISA) Circular 800-70-1, DISA (EUR & PAC) Defense Standard (DEFSTA) messages, DISA (EUR & PAC) Satellite Station (SATSTA) Messages, DISA Provisioning Notices, DISA Provisioning Publications, and all Technical Publications. The contractor shall comply with all instructions received from DISA, Area Operating Centers or the DSCS Operations Centers (DSCSOC) and the local TCF. The contractor shall comply with all instructions received via the Global Terrestrial Critical Control Circuit (GT3C), and providing all requisite reports and information requested.

2.2 Milstar Air Force Command Post Terminal Operations

The contractor shall provide continuous operations of the Milstar Air Force Command Post Terminal. The contractor will provide continuous monitoring and network management of the Milstar Air Force Command Post Terminal. The contractor shall maintain threshold and performance objectives IAW the Joint Operational Requirements Document-Milstar Communications System.

2.3 Global Broadcast Service Operations

The contractor shall plan, schedule, direct, organize, coordinate, and execute all actions necessary to conduct operations and sustain the operability of the GBSOC at SAFB, remote administration of the DECC-Primary Injection Point (PIP) at Naval Air Station (NAS) Sigonella, Italy from the GBSOC, and remote administration of GBS MUE at OKC and MECH from the GBSOC. Additionally, the contractor shall provide GBS MUE organizational-level maintenance at the OKC and MECH DECC facilities under the direction of the GBSOC. Operations shall be conducted IAW publications listed in PWS Section TBD, Appendix TBD.

2.3.1 GBS Operations Center Operations

The GBSOC is responsible for day-to-day GBS system operations, to include Defense Enterprise Computing Center (DECC) Satellite Broadcast Manager (SBM) operations, Sigonella Primary Injection Point (PIP) operations (DECC infrastructure only); satellite coverage coordination;

resolving resource conflicts; monitoring the GBS broadcast; and assisting users with resolving issues ranging from establishing GBS receptions to troubleshooting broadcast problems;

maintaining a service management system for event, incident and trouble identification, fault isolation, tracking, and reporting . The GBSOC also monitors terrestrial connectivity to ensure appropriate network nodes are provided with reliable links between sources, DECCs, and monitoring status of uplink sites for outages that affect GBS broadcasts. The GBSOC supports Information Assurance (IA) activities and Information Assurance Vulnerability Management processes to include alerts for hot fixes and system updates. The Contractor shall effectively operate, control, and manage the GBSOC 24 hours per day 365 days per year. Primary DRAFT WICS PWS For Official Use Only (FOUO) Page 13 objectives include broadcast management, end-user support, service desk operations, organizational level maintenance, system administration, configuration management, systems control, information assurance and security, and general operations and management support.

The contractor will provide on-call maintenance support for GBS MUE at OKC and MECH.

The contractor shall maintain a GBSOC controllable SBM Operational Availability (Ao) threshold of 99.00%.

2.3.1.1 Broadcast Management

The contractor shall ensure GBS broadcast products are broadcast via the appropriate uplink facility according to schedule. Specific broadcast requirements include:

• Develop and distribute a beam plan schedule under the direction of the Combatant Command (CCMD) Theater Information Manager (TIM) for Ultra-High Frequency (UHF) Follow-On (UFO) satellite beam pointing

• Maintain situational awareness of Wideband Global SATCOM (WGS) satellite beam pointing and bandwidth allocation for GBS operations

• Assist the Regional SATCOM Support Centers and CCMD TIMs with satellite coverage coordination, broadcast issues, and resolving resource conflicts

• Monitor the performance of SBM functions for system and software problems, operating condition of GBS components, broadcast rate of product delivery from the SBM to Receive Broadcast Managers (RBMs), and status of products queued, being transmitted, and sent

• Manage the GBS broadcast and broadcast content from the GBSOC to ensure the specified products are broadcast via the appropriate uplink facility according to schedule;

includes adding, editing, deleting and viewing individual source accounts/profiles, assigning video streams to satellite transponders, and determine appropriate data rate

• Manage and monitor and GBS broadcast schedules

• Support the TIM in maintaining the accuracy of the Electronic Program Guide, Tuning

Guide, and Product Catalog

• Prepare and distribute Mission Data Sheets to support end-user RS configuration

• Perform regular periodic quality checks of regularly scheduled products

• Verify, in collaboration with the TIMs, that web crawls are successful and represent the requested data; conduct and report validation of each web crawl every 180 days

• Process requests for broadcast of the GBS banner

• Prepare and distribute Mission Data Sheets to support end-user received suite configuration

• Coordinate with TIMs to disable and re-enable GBS RSs

• Set and monitor prioritized flow control of dynamically allocated bandwidth

• Execute GBS broadcast remote deny actions

• Perform over-the-air broadcasting of Information Assurance Vulnerability Alert (IAVA) hot fixes and system updates to RBMs

• Distribute over-the-air software updates to RBMs

• Monitor fielded RBM IAVA status

DRAFT WICS PWS For Official Use Only (FOUO) Page 14

2.3.1.2 End User Help Desk Service

The contractor shall provide end user Help Desk and technical assistance support. Specific requirements include:

• Provide telephone consultation and problem resolution to fielded GBS RS end users from the GBSOC

• Provide Help Desk operators who are fully qualified on all aspects of GBS program provisioned RSs to include both physical and operational

• Respond to GBS end-user support request for configuring RSs and troubleshooting broadcast reception issues

• Establish a GBS RS Smart Card management program to include Smart Card purchase, storage, inventory control, end-user authorization verification, distribution, entitlement, and un-assignment

• Conduct implementation of cryptographic keys for the GBSOC receive suites

• Respond to Help Desk call from GBS program fielded RS end users within 15 minutes

2.3.1.3 Service Desk

The contractor shall operate the GBSOC Service Desk as the operational focal point for GBS daily broadcast services. Specific requirements include:

• Provide event and incident management troubleshooting, coordination tracking, notification, and reporting of service interruptions or impairments for systems, circuits, equipment, approved changes, and scheduled maintenance

• Provide request fulfillment services by fulfilling requests from the GBS user community using consistent and repeatable methods for which pre-defined approval exists, such as establishing SBM user accounts and issuing Smart Cards

• Manage a GBS RS Smart Card program to include Smart Card purchase, storage, and distribution, and provide end-user Smart Card authorization verification, entitlement, and un-assignment

• Report health and status information through the proper chain of command as determined by GBSOC Command and Control (C2) relationships and standard operating procedures

• Log, prioritize, investigate, resolve and report problems using a service management system

• Maintain daily operations logs that shall include support problems, outages, and mission-impacting occurrences, at a minimum

• Assist in resolution of source provider issues

• Report equipment deficiencies in accordance with (IAW) established reporting procedures and guidance

• For routine (non-urgent) system deficiencies that require Tier II support, the Tier II sustainment engineers shall be engaged to identify and resolve system deficiencies through sustaining engineering processes such as DRB and ERB.

• For urgent issues causing an outage to GBS mission partners, the Tier II sustainment engineers shall be engaged to identify and resolve system deficiencies as quickly as possible in accordance with the Category I DRB process.

• Provide Service Desk knowledge management base repository for knowledge identification and control

DRAFT WICS PWS For Official Use Only (FOUO) Page 15

• Develop and maintain a document library of operational documentation, processes, and procedures accessible to the GBS operational community

• Develop and maintain email distribution lists to inform targeted GBS groups

• Manage the SBM portal content and use capabilities for posting system status information requiring wide dissemination

• Maintain situational awareness of GBS terrestrial and SATCOM services through the

Integrated Network Management System (INMS) and other sources

• Maintain a baseline of GBS Broadcast Segment circuit connectivity between sources, DECCs, and uplink sites

• Coordinate and assist in resolution of circuit fault isolation and restoration

• Schedule, track, report, and execute Authorized Service Interruption (ASI) requests under the GBSOC area of responsibility

• Report unscheduled service equipment and connectivity outages and hazardous conditions (HAZCONS) per established reporting procedures. Send initial report to CFP/MOC within 15 minutes and follow up written report within 60 minutes.

• Respond to incidents, problems, and outages affecting GBS services by taking action within 5 minutes

2.3.1.4 System Administration

The Contractor shall provide system administration for GBS Mission Unique Equipment (MUE), databases, and applications at the DECC sites and Sigonella under the GBSOC area of responsibility. Specific requirements include:

• Perform user account management (create, modify, delete, and set access privileges), as approved by the government.

• Manage user accounts and access for the SBM and Remedy

• Maintain user accounts for INMS, IMDS, and other GBSOC support systems

• Maintain and perform reviews of audit logs for security vulnerabilities and system maintenance

• Perform system administration for GBS Mission Unique Equipment (MUE) and software at the DECCs

• Preform system administration for the GBS network and IA equipment at Sigonella

• Configure GBS MUE at the DECC for broadcast

• Perform GBS SBM and MUE database management and backups

• Troubleshoot and report software and database related problems

• Maintain and perform reviews of audit logs for security vulnerabilities and systems maintenance

• Perform DECC COOP real-world and exercise activation system administration functions under the GBSOC area of responsibility (AOR)

• Perform Functional System Administration (FSA) for the GBSOC NIPRNet and SIPRNet workstations in a designated directory Organization Unit (OU) IAW AFI 33-115 Volume 1, Paragraph 4.6.

2.3.1.5 Configuration Management (CM)

The Contractor shall provide configuration management support for the GBSOC AOR. Specific requirements include:

DRAFT WICS PWS For Official Use Only (FOUO) Page 16

• Provide GBSOC related operations and organizational-level maintenance support for system engineering, configuration management, technical data management, software sustainment, and source integration activities

• Develop and maintain a GBSOC CM plan for software and equipment which support GBSOC operations

• Conduct integration actions as required per the GBS Source Integration Process

• Provide organizational level engineering and configuration management change process support, to include monitoring Engineering Review Board (ERB) and Deficiency Review Board (DRB) actions

• Support configuration management of Information Assurance Vulnerability Management (IAVM) processes to include alerts for hot fixes and system updates

• Distribute Information Assurance Vulnerability Alerts (IAVA) updates directly to the GBS NAS Sigonella DECC-PIP

• Account for all government-owned hardware and software under the GBSOC AOR

• Coordinate system configuration changes with the GBS sustainment and operational organizations

• Coordinate Satellite Broadcast Manger (SBM) software updates and distribution IAW

GBS sustaining engineering configuration management process

2.3.1.6 Training

The contractor shall administer a training program to maintain sufficient levels of fully-qualified and proficient operators through an approved certification/qualification process.

2.3.1.7 GBS Operational Performance Metrics

The contractor shall collect and report meaningful operational metrics in the GBSOC AOR to include the GBS SBM and GBSOC. Reports shall be submitted monthly IAW CDRL 2-002 Contractor’s Progress, Status, and Management Report, unless otherwise directed. Metrics collection shall include:

CDRL 2001 - Contractor’s Progress, Status, and Management Report

2.3.1.7.1 Files Broadcast by Transponder, AOR, etc.

• Activity by Transponder – Daily, monthly average loading of files sent

• Report average queue in Mega Bytes per Transponder

• Activity by Enclave and Service Type (IFD, MFTS, Web Crawl) – Monthly average loading of files sent by Transponder

• MFTS specific metrics – File turnover by MFTS program as a way to track growth; reporting of disk space usage by MFTS program and transmission schedule

• Web Crawl specific reports: Web Crawl (WC) success/failure report; WC size report as a way to track WC growth trend; report validation of each WC every 180 days

• Report bandwidth allocation by transponder

• Report SBM performance to measure and improve bandwidth efficiency

2.3.1.7.2 Streaming Services – FMV metrics reports

• FMV video allocation by enclave and transponder

• Video specific report to capture stream format, average, min and max bitrate

DRAFT WICS PWS For Official Use Only (FOUO) Page 17

2.3.1.7.3 Virtual Operating Environment (VOE) system metrics

• VOE average usage and peak usage

• Identify usage trends of DECC VOEs

2.3.1.7.4 Account Usage (TIMs, Sources, end users)

• File Ingest – SBM FTPS/SFTP account usage

• Total active accounts used to push content into the SBM by enclave

• FTP account activity by IFD – report list of file volume into the SBM by Source

• Inactive accounts report – accounts that have not been used in 30, 60, 90 days

2.3.1.7.5 SBM GUI activity – Users accessing the SBM GUI and primary function

• Users accessing the SBM by function (TIM, GBSOC, other)

• Inactive SBM accounts report

2.3.1.7.6 Service Desk and Help Desk Metrics:

• Collect and report Service Desk and Help Desk incident, problem, outage, and service call metrics on a monthly basis o Call Duration o Number of Calls per Day/Week/Month per Customer Service Rep o Remedy Tickets Opened o Remedy Tickets Closed – Tier I o Remedy Tickets Closed – Tier II o Number of Incidents o Incidents by Type (DECC, Application, MUE, DISN, Uplink, RS, etc.)

2.3.1.7.7 Operational Availability

• Collect and report GBSOC controllable SBM operational availability (Ao) based on being mission capable for the specified percentage of time averaged during a 30 day period o For Ao purposes the SBM is defined as the functionality of the GBS unique equipment (hardware and software) installed at the DECC sites, including Sigonella DECC-PIP o For the purposes of Ao the SBM is defined as being mission capable when it can support ingest of data from sources into each enclave, build data streams for the required transponders, and broadcast the data streams to satellite facilities.

2.3.1.7.8 Organizational Level Maintenance for GBS MUE and GBSOC Equipment

• Mean Time to Repair (MTTR)

• Mean Time Between Failure (MTBF)

DRAFT WICS PWS For Official Use Only (FOUO) Page 18

2.3.2 50 SCS GBS Relocation Support The contractor shall provide required support to all 50 SW units, as identified in this PWS, when relocated to their back-up facilities. During emergencies, exercises, and scheduled events the contractor shall perform relocation operations in support of the 50 SW, to include relocating and bringing the back-up facility to a fully operational capability within 24 hours of notification, unless otherwise specified below. The contractor shall be required to provide pre-relocation support at the back-up facility prior to the full relocation team’s arrival, where applicable.

2.3.2.1 GBSOC Relocation Support

The contractor shall implement, exercise, and maintain a GBSOC COOP and Disaster Recovery Plan (DRP) in collaboration with the 50th Space Wing to ensure the mission can be effectively performed. For GBSOC, the alternate operating location resides at TBD. The government estimates one planned relocation per year, approximately one week in duration. Planned relocations will be conducted IAW the GBSOC COOP.

2.3.2.2 GBS DECC Relocation Support

The contractor shall perform as the GBS focal point for DECC COOP planning of real-world or exercise events. For GBS DECC, the primary site at OKC will relocate to the fully redundant secondary facility at Mechanicsburg, PA. The government estimates one planned relocation per year, approximately one week in duration. Planned relocations will be conducted IAW the GBS DECC COOP Plan.

DRAFT WICS PWS For Official Use Only (FOUO) Page 19

Chapter 3 Information and Communication Systems Maintenance

3.0 Information and Communication Systems Maintenance

The contractor shall perform corrective and preventive maintenance of all 50 SW information and communications equipment and systems identified in Table 3-1 IAW technical publications.

The contractor shall repair and align all equipment IAW TOs/TMs or commercial manuals. In the event no AF TO/TM exists, the contractor shall conform to the Configuration Item (CI) technical order, technical manual, or vendor manual, in that order. The contractor is responsible to respond to equipment outages 24/7 unless specified otherwise.

Table 3-1 Information and Communication Systems Listing G

B S O C

O K C

M E C H

S A

B

Global Broadcast Service AN/TSR-8 GBS Receive Suite X AN/TSR-9 GBS Receive Suite X AN/TSR-10 GBS Receive Suite X GBS Receive Antenna X

GBS DECC MUE X X

MILSATCOM

AN/GSC-52A(V)2/G DSCS Medium Earth Terminal X AN/USC-28 Spread Spectrum Multiple Access Anti-Jam (SSMA-AJ) Modem

X

AN/GSC-51 DSCS FDMA Control System X AN/MSC-66 Digital Communications Satellite Subsystem X Crypto Equipment X OM-88 (V)/G AS Modem Group X Interconnect Facility (ICF) Equipment X AN/FRC-181 MILSTAR Command Post Terminal X S-790/FRC-181 Extremely High Frequency Antenna Support Shelter (EHFASS) X

3.1 Maintenance Operations Center (MOC)

The MOC is the 24/7 central point of contact for 50 SW operations and maintenance and is located at SAFB. As a minimum, the contractor shall provide on-site support from 0600-2300 M-F. For all other times, the contractor shall provide on-call support. The contractor shall operate the 50 SW MOC IAW Air Force Space Command Instruction (AFSPCI) 21-108, Chapter 6, paragraph 6.1 thru 6.1.11.4 and 6.2.6. Additionally the contractor shall:

• Document and report system or equipment status according to AFI 21-103, Chapter 6.

• Up-channel incident and status reporting as directed by the government

DRAFT WICS PWS For Official Use Only (FOUO) Page 20

• Transfer problem resolution responsibility between maintenance agencies and track resolution status, as required.

• Receive Mission Impact Reports (MIR), notify maintenance personnel as required, and document equipment status/malfunctions into the Mission Problem Report (MPR) government provided database.

• Enter maintenance data into IMDS for IMDS reportable systems.

• Enter maintenance data into the MPR database for non-IMDS reportable systems as identified by the government.

• Assign, track, and document status for all Job Control Numbers (JCN), track equipment and maintenance status, request assistance from supporting agencies, coordinate maintenance and supply requests and disseminate information.

• Monitor power outages impacting mission operations and equipment.

• Process Urgent Depot Level Maintenance (UDLM) requests within 30 minutes of receipt and Emergency Depot Level Maintenance (EDLM) requests within 5 minutes of receipt IAW TO 00-25-108, applicable supplements and 50 SW Instruction 21-106.

• The contractor shall review and update open outage data in applicable Maintenance Information Systems daily for all assigned 50SW mission systems.

3.2 Standard Maintenance Practices

The contractor shall maintain equipment and systems as identified in technical publications unless identified in the associated paragraphs. The contractor shall identify, investigate, analyze and correct all equipment malfunctions or out of tolerance conditions. The contractor shall direct and monitor maintenance actions and report equipment or system scheduled or unscheduled status changes to the MOC. The contractor shall report any equipment or system outages to the MOC within 15 minutes, update the MOC every two hours during extended unscheduled outages, and notify the MOC once the action is completed. When required, the contractor shall submit requests for downtime to the government in order to accomplish corrective and preventive maintenance.

3.2.1 Corrective Maintenance

The contractor shall initiate organizational level corrective maintenance and respond to outages impacting mission within 5 minutes. Organizational level maintenance is limited by the Source, Maintainability, and Recoverability (SMR) code as defined in the applicable system technical orders. Not all equipment requiring organizational level maintenance has assigned SMR codes.

The contractor will reference technical publications for specific guidance.

3.2.2 Preventive Maintenance Inspection (PMI) Performance

The contractor shall perform all PMIs IAW applicable technical publications.

3.2.3 Corrosion Control

The contractor shall perform organizational level corrosion control on all 50 SW equipment to minimize the effects of corrosion IAW TO 1-1-689-1, TO 1-1-689-3, TO 31Z-10-37, TO 1-1- 700 and Methods and Procedures Technical Order (MPTO) 00-33A-1001 (paragraph 6.2.3).

DRAFT WICS PWS For Official Use Only (FOUO) Page 21

3.2.4 Test, Measurement, and Diagnostic Equipment (TMDE)

The contractor shall comply with the Air Force Metrology and Calibration Program IAW AFI 21-113, TO 00-20-2, TO 00-20-14, TO 33K-1-100 series, TO 33-1-27, host base PMEL directives. The contractor shall maintain the Master Inventory Listing of owning activity TMDE provided by the supporting PMEL. The contractor shall operate and establish controls to ensure all TMDE is repaired, calibrated, and certified. The contractor shall perform organizational level maintenance on TMDE. The contractor shall transport TMDE between the work-center and the PMEL facility. The contractor shall follow-up on all TMDE in PMEL over 30 days.

3.2.5 TO Accounts and Technical Publication Sets

The contractor shall establish and maintain technical order accounts and technical publication sets as required, for all assigned equipment IAW TO 00-5-1. The contractor shall establish all sub-accounts through the 50 SW Technical Order Distribution Office (TODO). The contractor shall have a technical publication set in each work center under contractor control. The technical publication set shall include technical orders, commercial manuals, DISA circulars, and other DISA guidelines and directives required for work center use. The contractor shall verify technical documentation and initiate Air Force Technical Order (AFTO) Form 22 change requests when documentation discrepancies are found IAW TO 00-5-1. These technical publication sets shall contain all work center documentation required for the performance of the requirements. The contractor shall provide documentation support services for the following types of material (but not limited to):

• Drawings.

• Vendor submittals.

• Commercial manuals.

• Military and DoD standards (limited collection).

3.2.6 Job Data Documentation (JDD)

The contractor shall enter all maintenance actions into IMDS. If IMDS is not accessible, the contractor shall document maintenance actions on an AFTO Form 349 and ensure input into IMDS when it is accessible. In addition, the MOC will provide the work centers with IMDS Equipment Inventory List (EIL) to the system or subsystem level. The contractor shall verify the EIL semi-annually to verify that the IMDS data is consistent with physical resources under the contractor’s control. Work centers shall notify the MOC if changes are required. The MOC will update the EIL with applicable information. IMDS data is identified as Equipment Designator, Equipment ID, System Reference Designator (SRD), and Work Unit Codes associated with the equipment. The contractor shall accomplish historical data documentation in IMDS IAW MPTO 00-33A-1001, paragraph 7.6.

3.2.7…