Section7-Consolidated.doc

FA3002-06-R-0004

APPENDIX LISTING

Appendix 7A – Applicable Publications A-1 Appendix 7B – Workload Data B-1

Appendix 7C – Maps and Work Areas C-1

Appendix 7D – Required Reports D-1

Appendix 7E – Collateral Tasks E-1

Appendix 7F – Government Furnished Property and Services

Supplies, Materials, and Leased Equipment F-1

Appendix 7FA – Government Furnished Property and Services

Facilities

FA-1

Appendix 7FB – Government Furnished Property and Services

Equipment Authorized In-use Detail (EAID)

FB-1

Appendix 7FC – Government Furnished Property and Services

Non-EAID

FC-1

Appendix 7FD – Government Furnished Property and Services

Common Hand Tools

FD-1

Appendix 7FE – Government Furnished Property and Services

Automated Data Processing Equipment

FE-1

Appendix 7FF – Government Furnished Property and Services

Vehicles

FF-1

Appendix 7FG – Government Furnished Property and Services

Training

FG-1

Appendix 7G – Definitions and Acronyms G-1

Appendix 7H – Operations Plans (OPLANS) and Support Agreements H-1

Appendix 7I – Special Training, Certification and License Requirements I-1

SECTION 7-1

7.1. COMM AND INFORMATION TECHNOLOGY

7.1.1. SERVICE AREA DESCRIPTION: Provide telephone services, land mobile radio services, public address / video support , asset management, plans and programs, user support and training, performance management, private web services management, network and information security, enterprise technology management, applications support, database administration, and support services for Air University and schools with their emerging educational IT operations requirements. Ensure both secure (SIPRNET) and non-secure (NIPRNET) Maxwell-Gunter’s Metropolitan Area Network (MAN), Local Area Network (LAN) and Wide Area Network (WAN) Information Technology (IT) and communications infrastructure, comprised of both wired and wireless segments, deliver a consistently high level of performance. Ensure quality work performance in accordance with the priority service table below and the applicable standards, guidelines, and directives listed in appendix 7A.

7.1.2. SERVICES TO BE PROVIDED:

7.1.2.1. TELEPHONE/WIRE SERVICES

7.1.2.1.1. Operate and maintain the telephone switch network (from and including the switch out to the end instrument) and copper/fiber-optic cable infrastructure supporting Maxwell-Gunter.

7.1.2.1.2. Provide additional telecommunications support (telephone installation, relocation and removal, and leased commercial services) for administrative and institutional management.

7.1.2.1.3. Perform long-haul telecommunications management functions following the guidance in AFI 33-116.

7.1.2.1.4. Manage, operate, install, design, and offer recommendations on technology refreshment, configuration management, database administration, and user support for Maxwell-Gunter telecommunications infrastructure, systems, and applications.

7.1.2.1.5. Process new requirements for service. Perform impact assessment of information technology/national security systems (IT/NSS) documents (formerly known as communications systems requirements document - CSRD), request for service (RFS), telecommunication service request (TSR), status of acquisition message (SAM) and telecommunication service order (TSO). Provide technical advice and solution for software, hardware, and network connectivity. Monitor status and advise customer of changes to installation schedule for leased/contract services. Coordinate on civil engineering (CE) digging permits. Trace and mark cables to prevent damage.

7.1.2.1.6. Manage leased C4 systems service. Manage telephone control officer (TCO) program. Perform quality assurance for contract telephone systems and services.

7.1.2.1.7. Maintain telephone directory data and make available on intranet and for publication.

7.1.2.1.8. Staff and manage a 24-hour main switchboard to handle incoming and outgoing calls.

7.1.2.2. LAND MOBILE RADIO SERVICES

7.1.2.2.1. Operate and maintain all Land Mobile Radio (LMR) network systems. Track all pagers, Cellular Telephones (CT), and radios by users as well as track frequencies used at the base. Issue LMR equipment (pagers, CTs, and radios) to authorized users as requested and track usage.

7.1.2.2.2. Perform functions of Installation Personal Wireless Communication system (PWCS) Manager IAW guidance provided in AFI 33-106 and AFI33-106_AETCSUP1. Maintain and manage all radio frequency (RF) systems used to conduct official government business to include base-support radios, pagers and cellular telephones (CTs) that radiate from the installation and outlying activities hosted by the installation. Assist users in identifying needs, development and implementation of technical solutions for user requirements. Ensure recommended communications and information systems are compatible with existing equipment and will not negatively impact the RF spectrum.

7.1.2.2.3. Perform functions of Installation Spectrum Manager (ISM), adhering to responsibilities, guidance and procedures identified in AFI 33-118 and AFI 33-118__AETCSUP1 for management of the RF spectrum. Submits installation frequency requirements to HQ AETC/SCYC IAW guidance provided in AFMAN 33-120, AFI 33-118 and MCEB Pub 7. Submits Air Force Spectrum Interference Reports (AFSIR) to resolve electromagnetic interference (EMI) in accordance with AFI 10-707. Consults with HQ AETC/SCYC to ensure technical solutions for the development, procurement, or modification of equipment using the RF spectrum meet applicable military and government electromagnetic compatibility (EMC) standards and frequency usage criteria.

7.1.2.3. PUBLIC ADDRESS / VIDEO SUPPORT

7.1.2.3.1. Provide Public Address (PA) and video presentation support for official functions. Official functions includes parades, change-of-command ceremonies, Distinguished Visitor (DV) visits, military awards, military retirement ceremonies, open house/air shows, commanders’ calls, and any other functions deemed official by the wing commander.

7.1.2.3.2. Provide PA and video presentation support for base community events such as Special Olympics, charity fund-raisers, or other special events deemed “official” by the commander.

7.1.2.3.3. Provide PA and video presentation support for official functions, regardless of the time of the functions, when properly requested at least 10 days prior to the function.

7.1.2.3.4. Provide stand-alone PA equipment for temporary loan (not to exceed 14 days) to requesting units.

7.1.2.3.5. Provide customer training as needed to operate stand-alone PA equipment.

7.1.2.3.6. Provide diagnostic/troubleshooting support for the base marquee display systems. Recommend corrective actions and a list of recommended sources of repair.

7.1.2.3.7. Provide diagnostic/troubleshooting support for the Installation Warning System (IWS). Recommend corrective actions and a list of recommended sources of repair.

7.1.2.4. ASSET MANAGEMENT

7.1.2.4.1. Manage hardware and software life cycles for the MAN/LAN/WAN. This includes planning, acquisition, licensing, maintenance, and inventory support services.

7.1.2.4.2. Perform functions of base equipment custodian officer as described in AFI 33-112, paragraph 10. Manage and track government-owned and leased computer systems equipment in the Information Technology Asset Management System (ITAMS). Perform all work necessary to comply with applicable Air Force and Department of Defense (DoD) regulations and reporting requirements relating to inventory, redistribution, and disposal of that equipment.

7.1.2.4.3. Define and maintain standard PC/laptop configurations, and “ghost” desktop and laptop computers acquired by the government.

7.1.2.4.4. Manage a hardware and software refreshment program. Maintain a life-cycle plan of currently supported hardware and software configurations.

7.1.2.4.5. Provide in-processing support to Air University (AU) schools to distribute all laptops to the students, ensuring accountability is maintained. Also provide refresh support at the end of each AU school term to refresh and recondition all student laptops in anticipation of the next class arrival.

7.1.2.4.6. To preclude a stockpile of obsolete and nonfunctional IT equipment, manage an Excess Equipment Program to properly dispose of the equipment.

7.1.2.4.7. Execute functions of base software license manager (AFI 33-114, paragraph 9, paragraph 4 and AETC Supplemental 1). Process approvals for non-standard software and maintain an inventory of all software falling within the scope of this study. Maintain all commercial off the shelf (COTS) software licenses and original copies of software installed on Maxwell-Gunter computer systems.

7.1.2.5. PLANS AND PROGRAMS

7.1.2.5.1. Execute the base-level requirements and planning processes (AFI 33-103, AFI 33-104, and local instructions). Provide planning, acquisition guidance, and technical solutions for IT requirements. Maintain base blueprint and provide input to strategic planning processes to promote technology options for improvement of operations. Make recommendations for technology insertion. Ensure investments in applications, web development, and multimedia technology leverage shared needs to the maximum extent possible.

7.1.2.5.2. Maintain, develop, and apply technology standards governing interoperability and performance of user technology solutions (commercially available IT hardware and software). Ensure that all new technology solutions acquired by, or on behalf of, Maxwell-Gunter customers meet DoD technology standards. Review and update technology standards regularly in light of changing customer requirements, technology advances, and technology costs. Act as Maxwell-Gunter OPR for addition and update requests to the AF Technology standards.

7.1.2.5.3. Work closely with customers to set priorities and develop schedules for upgrading or replacing user IT equipment. Ensure the technology needs of all Maxwell-Gunter customers are continuously studied and matched to new technologies that meet those needs and advise the customer of the recommended solutions.

7.1.2.5.4. Produce annual report (approved by IT Working Group) of recommendations for reducing life-cycle sustainment costs while maintaining or improving available capabilities and performance.

7.1.2.5.5. Conduct business case analyses for IT investments or projects with the potential to generate manpower, monetary, or other savings through greater efficiency. Copies of all analysis will be provided as completed. On a semi-annual basis a report will be provided with all analysis done as well as recommendations. A minimum of one analysis every 180 days is required.

7.1.2.5.6. Develop, manage and maintain all base Communications Systems Installation Records (CSIRs) in accordance with AFI 21-404 and AFI 21-404 AETC Sup 1 guidance, by performing a physical inventory of each facility upon contract initiation and accomplishment of 8.33% of required CSIRs per quarter to equal 100% within 3 years. 7.1.2.5.7. Identify and assist in development of technologies that enable and enhance the delivery of distance-learning curriculum by Air University (AU) and the conferencing requirements of all Maxwell-Gunter customers. For example, video teleconferencing, web based training, and discussion and web broadcasts.

7.1.2.5.8. Negotiate strategic partnerships with commercial vendors to maximize system performance, vendor support, and upgrade ability while minimizing costs.

7.1.2.5.9. Schedule and conduct base communications meetings such as base communications update, pre/post contract award and construction design/review meeting, and in/out briefings for C4 systems teams such as installation, study, survey and/or inspection teams.

7.1.2.5.10. Participate in facility design Military Construction Program (MCP) and minor construction planning. Review projects to ensure consideration is given for IT requirements. Prepare request for engineering technical assistance when required expertise is not available locally. Obtain C4 systems engineering input and forward to Base Civil Engineer (BCE). Ensure new buildings or major renovations are pre-wired to support future expansion

7.1.2.5.11. Review, evaluate, and comment upon plans (such as war, support, contingency or programming plans) to determine tasking, impact, and offices of responsibility. Ensure integration/supportability issues are addressed, and brief commander and unit staff. Provide C4 systems annexes (such as annex K) to plan manager when required. Maintain all checklists required by these plans in support of communications requirements.

7.1.2.5.12. Create and maintain project folders. Evaluate, interpret, and coordinate project planning and implementation for IT projects. Obtain input from base/unit agencies and resolve disagreements, consolidate inputs, and prepare endorsement. Ensure key logistics support areas are addressed. For example: personnel, maintenance, training, allied support and out-year funding. Prepare required documentation for base allied support defined in project support documentation. Maintain project status and provide status to base agencies and higher headquarters.

7.1.2.5.13. Maintain close liaison with higher headquarters, support and implementing agencies to ensure timely completion of requirements and advise base agencies of adjusted implementation phased dates.

7.1.2.5.14. Assist C4 systems installation, survey, and study teams. Coordinate arrival, in/out briefs, and work schedules. Verify receipt/condition of project material. Ensure facilities and other support is ready for team arrival. Escort and assist team chief in resolution of support problems and preparation, coordination, and submission of required documentation and agreements. Arrange acceptance inspections with affected agencies. Prepare, process, and obtain signature on project completion/acceptance documents. Ensure as-built drawings are prepared, reviewed, and forwarded to the responsible agencies after acceptance inspection. Determine OPR for corrective action identified during acceptance inspection and establish suspense date for completion.

7.1.2.5.14. Maintain, validate and test a Maxwell-Gunter NCC Continuity of Operation Plan (COOP).

7.1.2.6. USER SUPPORT AND TRAINING

7.1.2.6.1. Provide training at Maxwell-Gunter tailored to support client support administrators. Training may consist of a variety of classroom, Intranet, and computer-based training tools.

7.1.2.6.2. International Officers School (IOS) students have special information technology needs since many have never previously used a computer. Provide basic computing and software instruction suitable for nonnative English speakers. Instruction should build competence in student applications used most frequently at AWC, ACSC, and SOC.

7.1.2.6.3. Support all applications approved by the DAA.

7.1.2.6.4. Provide support to AU students and faculty for accessing and using specialized courseware applications.

7.1.2.6.5. Staff a help desk to meet the service requirements of users at Maxwell-Gunter tailored to the individual response needs of each user.

7.1.2.6.6. Provide help-desk services to include disbursement of general information, receive and process customer service requests, perform trend analysis, and process applicable forms. Acknowledge receipt of requests and follow up after problem resolution to ensure problems are resolved to client satisfaction.

7.1.2.6.7. Implement a user-friendly process for customers to report Internet and network problems and to receive status reports on how long they are expected to last, even when they are beyond the control of the contractor. Users should have both help desk and computer-based help to assist in resolving and recovering from problems.

7.1.2.6.8. Provide all required network and user administrative support, such as administering user names, passwords, and requests for special access. Make the help desk appear to the user to be a single point of contact for all services required.

7.1.2.6.9. Track and handle service requests in accordance with priority service-level requirements.

7.1.2.6.10. Support the interface between audio/video equipment and the communications network.

7.1.2.6.11. Provide diagnostic/troubleshooting support to work group managers and system administrators as need. Recommend corrective actions and a list of recommended sources of repair for desktop and laptop computer systems and connected display devices and projectors, in work areas, classrooms and conference rooms except for those in auditorium projection rooms.

7.1.2.6.12. Provide a rapid turnaround of non-operational student laptops and answer questions of students regarding their laptop computers. Perform repairs on a first-come, first-serve basis and accomplish repairs within the time constraints of the priority service table.

7.1.2.6.13. Keep in place appropriate resources to rapidly resolve problems that have a major impact on schools.

7.1.2.6.12. Review and coordinate scheduled and Authorized Service Interruptions (ASI) with affected units to determine base network service impact. Prepare and distribute ASI message, review response, and maintain ASI schedule. Determine and report impact of base service outages.

7.1.2.7. NETWORK OPERATIONS MANAGEMENT

7.1.2.7.1. Operate and maintain a network control center function to provide the services specified by the 33 series AFI’s. (33-115V1, 33-119, 33-129, 33-202V1, 33-202V6, 33-223)

7.1.2.7.2. IT personnel must meet the same skill set and knowledge requirements as Air Force military and civilian network professionals. (AFI 33-115V2)

7.1.2.7.3. IT personnel are subject to evaluation as required by AFI 33-115V2.

7.1.2.7.4. Maintain critical IT assets in such a manner as to minimize the number, duration, and impact of unscheduled outages. The desired number, duration and impact of unscheduled outages for critical IT assets is zero; design, coordinate, and implement improvements to help reach this goal. Critical IT assets are defined as systems, software or applications for which failure of hardware or software components creates or threatens to create:

7.1.2.7.4.1 Personal safety hazards

7.1.2.7.4.2. Large-scale data loss for an organization

7.1.2.7.4.3. Security breaches

7.1.2.7.4.4. Disruptions of scheduled classes or testing activities for AU students for longer than 15 minutes, with no substitute or backup system available

7.1.2.7.4.5. Near-total loss of work productivity for Maxwell-Gunter personnel for longer than 24 hours, with no substitute or backup system available

7.1.2.7.4.6. A loss of service to any Command and Control (C2) facility

7.1.2.7.4.7. A loss of service to any substantial part of the Maxwell-Gunter community

7.1.2.7.4.8. A loss of service for any hosted DoD or AF systems, or their support centers

7.1.2.7.5. Maintain internal building wiring and wireless connectivity (fiber optics, copper, wireless access points, etc) for data/video/voice.

7.1.2.7.6. Operate, maintain and repair the IT infrastructure that supports the internal and external connectivity of Maxwell-Gunter. This includes ensuring the consistent performance of the MAN, Internet gateways, and other centralized or distributed services supplied to the LAN servicing base organizations. Activities include planning, design, analysis, option evaluation, acquisition, test, start-up, remote monitoring, troubleshooting, and repair.

7.1.2.7.7. Monitor, repair, maintain, upgrade, and configure all network, Internet, and Intranet servers, routers, switches, and cabling (as required and within the time constraints of the priority service level table) to prevent disruption of services.

7.1.2.7.8. Maintain base infrastructure to allow uninterrupted Air University/Television (AU/TV) broadcast activities through Maxwell-Gunter LAN/WAN and MAN, as well as network connectivity to support audio/visual initiatives that AU/TV supports DOD-wide. (Touch maintenance defined in 7.1.2.7.1)

7.1.2.7.9. Provide network connections and manage system bandwidth to ensure the unhindered conduct of war-gaming exercises, simulations and collaborative sessions with other organizations inside Maxwell-Gunter.

7.1.2.7.10. Provide network connections and coordinate with external organizations as necessary to ensure the unhindered conduct of war-gaming exercises, simulations and collaborative sessions with organizations outside Maxwell-Gunter.

7.1.2.7.11. Coordinate NOSC response to all network, Internet, and Intranet servers, routers, and switches (as required and within the time constraints of the priority service level table) to prevent disruption of services.

7.1.2.7.12. Perform touch maintenance as needed to maintain and repair the IT infrastructure that supports the internal and external connectivity of Maxwell-Gunter. Touch maintenance are those actions performed by an on-site technician for devices managed by the NOSC or its equivalent. These actions include physical placement/racking of the system; cable management; physical connectivity (power/data connections); physical exchange of components (i.e. power supplies, hard drives, etc) and other related items (i.e. data cables, power cords; data tapes/cartridge, etc.); system reboots and physical operational checks. Additionally other actions may be directed based on technical capabilities and requirements. For example local administrators will be responsible for loading, configuring and patching a server operating system until such times as the server is approved for network connectivity and remote administration has been established.

7.1.2.7.13. In conjunction with the AETC NOSC ensure the Administrative and Operation plan for MAN/LANs meets system requirements for monitoring, tuning, administering, archiving, creating backups, and performing disaster recovery.

7.1.2.7.14. Perform touch maintenance, as directed by the AETC NOSC, and conduct daily operational visual inspections in order to maintain status of base infrastructure to allow uninterrupted Air University/Television (AU/TV) broadcast activities through Maxwell-Gunter LAN/WAN and MAN, as well as network connectivity to support audio/visual initiatives that AU/TV supports DOD-wide. (Touch maintenance defined in 7.1.2.7.12)

7.1.2.7.18. Comply with all Time Change Network Orders (TCNOs) within established timeframes and in accordance with established directives.

7.1.2.7.19. Support physical and logical consolidation of network devices/services as required by higher headquarters initiatives (i.e., NCC Re-engineering and AF Server Consolidation)

7.1.2.7.20. Mobilize with additional resources quickly to respond to unexpected surges in demand.

7.1.2.8. PERFORMANCE MANAGEMENT

7.1.2.8.1 Create/maintain an IT Performance management program measuring NCC managed services. Air Force standard solutions will be used where available. An appropriate suite of metrics must capture the following:

7.1.2.8.1.1. Responsiveness of client server systems using protocols and methods consistent with user requests and access methods. (For example, Hyper-Text Transfer Protocol (HTTP) servers will be evaluated with HTTP requests, file servers with Server Message Block (SMB) requests.)

7.1.2.8.1.2. Overall availability of network services and applications.

7.1.2.8.1.3. Performance of telephone switches and trunks and LMR networks.

7.1.2.8.1.4. Key performance indicators for NCC managed services and components.

7.1.2.8.1.5. Delays or outages in messaging services.

7.1.2.8.2. Use data to predict future network requirements and prepare demand projections to provide input needed for the development of plans for network services and infrastructure improvement.

7.1.2.8.1.3. Implement automated notification processes to identify negative trends.

7.1.2.9. WEB SERVICES MANAGEMENT

7.1.2.9.1. Provide centralized web information services for public web pages.

7.1.2.9.2. Provide centralized web information services for private web pages.

7.1.2.9.3. Perform web site management functions as required by AFI 33-129 and applicable AF Guidance.

7.1.2.9.4. Perform web site security validation in accordance with applicable AFI’s. This includes, for example: script validation and permissions. (AFI 33-202V1 and V6, 33-123 and NSA guides, NIST Publications and DISA STIGS)

7.1.2.9.5. Perform Public Key Infrastructure (PKI) management and integration as required for web services.

7.1.2.9.6. Manage resources necessary to publish AU curriculum products, regulations, scholarship information, and educational materials. Support the requirements of other customers and members of the Maxwell-Gunter community.

7.1.2.10. NETWORK INFRASTRUCTURE MANAGEMENT

7.1.2.10.1. Develop detailed plans and schedules for improving network capacity in an orderly manner to meet changing bandwidth and performance requirements for the first 400 feet. First 400 feet is the internal building media for distributing voice, video, and data to include all equipment from the facility equipment room to and including the end user hardware and software.

7.1.2.10.2. Maintain drawings and schematics for all major network features at Maxwell-Gunter, ensuring the AETC NOSC is provided with updated drawings on a yearly basis.

7.1.2.10.3. Provide support on projects that involve IT systems installation or upgrades. Such projects can vary from installation of an additional line or wiring upgrades to the specification for IT network segment in a new building.

7.1.2.10.4. Provide technical and IT data such as schematic diagrams, system capacity and design in support of construction, relocations, or any other Maxwell-Gunter project containing an IT component. During this phase, work closely with other customers and produce appropriate IT schematics as required.

7.1.2.10.5. Provide network resources required for connectivity and use of Air Force Standard Systems for as long as these systems continue to be used. Periodically review requirements for continued use of Air Force Standard Systems with base customers.

7.1.2.10.6. Provide reliable IT connectivity and resources to facilitate AU research and study for resident and nonresident students. Be responsive to changing requirements and technologies always in order to provide the best possible product to the customer.

7.1.2.10.7. Act as Defense Information System Network (DISN) Node Site Coordinator.

7.1.2.10.8. Maintain network infrastructure and systems in a manner that ensures interoperability with other Air Force systems by complying with the Air Force implementation requirements for Infostructure Technical Reference Model (i-TRM) and the Defense Information Infrastructure Common Operating Environment (DII/COE).

7.1.2.11. NETWORK AND INFORMATION SECURITY

7.1.2.11.1. Administer and manage the Wing-level Communications Security (COMSEC); Computer Security (COMPUSEC); Emissions Security (EMSEC); Security Awareness, Training, and Education (SATE) and Information Operations Condition (INFOCON) programs. Threat response is required 24 hours a day, 7 days a week.

7.1.2.11.2. Perform necessary actions to implement the FORTEZZA Communications Security program IAW AFI 33-277. For example: account for controlled materials and serve as the base point of contact (Base Organizational Registration Authority (BORA) / Air Force Enterprise Messaging (AF-EM) trusted agent).

7.1.2.11.3. Manage base secure voice program. Properly account for secure voice devices to include the analog STU-III and digital STE telephones. Conducts initial/annual refresher training in the proper accountability of STE and STU-III keying material and maintain accurate and up to date folders for all assigned Secure Voice Responsible Officers (SVROs).

7.1.2.11.4. Ensure appropriate security access and control for all systems and user groups. 7.1.2.11.5. Educate base personnel regarding information security procedures and provide assistance upon request.

7.1.2.11.6. Support Air Force emergency responses as prescribed in applicable directives, including for example: security breaches, natural disasters, and aircraft crashes.

7.1.2.11.7. Maintain secure systems and actively manage a network security program that detects and mitigates internal threats to secure operations, including virus and intrusion detection and remediation. Implement training programs that include security elements to ensure each member of the Maxwell-Gunter community is knowledgeable of their responsibilities while using the Maxwell-Gunter network.

7.1.2.11.8. Manage virus protection software, per AETC NOSC guidance, ensuring all computer systems remain up-to-date on versions and data files. In the event of a virus outbreak, take remedial actions and report in accordance with applicable directives. (AFI 33-138)

7.1.2.11.9. Monitor/manage voice/video/data networks to protect against outside intrusion. Upon detection, report intrusions in accordance with applicable directives.

7.1.2.11.10. Include security measures for NCC managed systems (as outlined in Appendix 7B) that prevent unauthorized access to classified information, or nonpublic information belonging to another US government agency on all systems and resources used by international students

7.1.2.11.11. Implement higher headquarters directives as prescribed in DoD, Air Force, and AETC directives.

7.1.2.11.12. Maintain and keep current accreditation information for the core Maxwell-Gunter enterprise network as required by the Defense Information Technology Certification and Accreditation Program (DITSCAP) Process.

7.1.2.11.13. Maintain a current copy of accreditation packages for all information systems on Maxwell-Gunter. Report status of all systems in accordance with AFI 33-138.

7.1.2.12. APPLICATIONS SUPPORT

7.1.2.12.1. Provide expertise in operating systems to support effective operation of the application portfolio.

7.1.2.12.2. Provide support to commercial off the shelf (COTS) application implementation and operation. Support requirements will vary for each type and are dependent on the approach taken in the future to plan and manage the application portfolio. This portfolio includes:

7.1.2.12.1.1. Office productivity (documents)

7.1.2.12.1.2. Multimedia (presentations)

7.1.2.12.1.3. E-mail client applications and other network communications applications (e.g., voice and video)

7.1.2.12.1.4. Web applications for distribution of information (including bulletin boards and home pages to publish school and course information)

7.1.2.12.1.5 Other COTS applications (including transaction and analysis support)

7.1.2.12.3. Analyze the changing needs of Maxwell-Gunter customers and recommend process improvements and supporting technology to meet their information needs. Possible application areas include web authoring and web management, video production, use of multimedia tools, and management of a multimedia library.

7.1.2.12.4. Provide recommendations and support for application integration activities that facilitate process integration across systems.

7.1.2.12.5. Maintain, operate, process, and update downward-directed application families that may be used at Maxwell-Gunter. Downward-directed systems are those systems in which configuration and operating procedures are standardized to allow reliable data transferability across the Air Force. These systems, which remain the property of the Air Force, mainly relate to specific functions, such as financial or personnel. Report system vulnerabilities IAW established directives if discovered in downward-directed systems.

7.1.2.12.6. Participate in the identification and make recommendations of technologies to enrich and improve the transfer and delivery of course curriculum necessary to improve both resident and nonresident programs.

7.1.2.12.7. Coordinate internet access to specified locations for specific IP addresses as specified in justified and Wing IA validated customer requirements.

7.1.2.13. DATABASE ADMINISTRATION

7.1.2.13.1. Provide dedicated resources with skills and competencies needed to provide uniform management and operation of database systems.

7.1.2.13.2. Monitor transaction rejects, overdue actions, and reconciliation. Upon receipt of transaction rejects, identify problem areas and implement corrective action in a timely manner. When overdue actions occur or reconciliations are produced, ensure corrective action is taken promptly.

7.1.2.13.3. Ensure system currency, data integrity, and data security. Recover data and solve user problems arising from system failure.

7.1.2.15. SUPPORT FOR THE COLLEGE FOR AEROSPACE DOCTORINE, RESEARCH AND EDUCATION (CADRE)

7.1.2.15.1 Provide support for the networked office environment in buildings 1400 and 1400A, excluding the Secure Compartmented Facilities (SCIF) and its auditorium projection booth.

7.1.2.15.2. Provide connectivity to The Air Force Wargaming Institute (Bldg. 1406) demarcation point.

7.1.2.15.3. CADRE sponsors war games that are frequently attended by top-ranking officers from the US government, DOD, USAF, and foreign government. These individuals require specialized IT and communications services, and rate top priority in terms of service level, response, and system performance/reliability.

7.1.2.16. SERVER AND SYSTEMS SUPPORT

7.1.2.16.1. Operate, maintain, upgrade, patch and perform systems administration functions for servers/systems managed by the Network Control Center (as defined in Appendix 7B) to enable end users to utilize desktop applications and access school-specific and enterprise-wide applications.

7.1.2.16.2. Provide timely system administrative support for servers/systems defined in Appendix 7B, including user access, performance tuning and optimization, security monitoring, configuration management, etc.

7.1.2.16.3. Develop, update, document, test and communicate disaster recovery programs for those systems under NCC control as defined in Appendix 7B.

7.1.2.16.4. Undertake life-cycle management of systems. Install and remove hardware and software as scheduled. Accurately maintain required life-cycle documentation as outlined in appropriate directives.

7.1.2.16.5. Perform data back-ups on NCC-managed servers and support data back-ups of NOSC-managed servers. Ensure backup files, archived files, and physical data storage are available and maintained according to applicable directives.

7.1.2.16. PRIORITY SERVICE LEVELS

(0600-1800 Mon-Fri) Non-Duty Hours

Students Computers

(During Testing/Wargame – Laptop Exchange) 1 Hour

(5 Min) 2 Hours

(15 Min)

Mission Critical Facilities

- Network Control Center

- Dial Central Office

- LMR Network

- AFWGI

- Hospital

- Security Police

- Distance Learning Servers

- Command Post

- AFLOA Servers

Network Components

- Routers

- Switches

- Hubs

- Servers

7.1.2.16.1. Response is defined as a communication that notifies the user experiencing a problem that an action has been initiated to correct the problem.

7.1.2.16.2. Repair is defined as the repair or replacement time that corrects the root cause of the problem.

7.1.2.16.3. Key Leaders include HQ AU/CC, AFDC/CC, 42 ABW/CC/CV, AFDC/CC, School Commandants, 908 AW/CC; Wing and Group Commanders; School Deans and Directors, and Distinguished Visitors.

7.1.2.16.4. Classrooms range from technologically simple rooms to computer labs and multimedia equipped auditoriums.

SECTION 7-2

7.2. SERVICE DELIVERY SUMMARY

7.2.1. IT Equipment accountability.

7.1.2.3.2.

No more than 1 valid customer complaint per month

Earned - 97% of service calls completed within time allotted in priority service table Incentive - 99% of service calls completed within time allotted in priority service table

7.1.2.11.2.

7.1.2.11.3 Earned - 100% completion for contractor controlled and 95% of PMOs Incentive - 100% completion of all citations

7.1.2.7.6

7.1.2.7.12

Earned - 98% Network availability Incentive - 99% Network availability

7.1.12.13.2

7.1.12.13.3 Earned - Databases are available 99% of time. Incentive - Databases are available 99.7% of time.

Earned - Applications are available 98.5% of time. Incentive - Applications are available 99% of time.

SECTION 7-3

7.3. GENERAL INFORMATION

7.3.1. GOVERNMENT-FURNISHED PROPERTY (GFP). See PWS, Section 2.3.2 and appendices F through FE.

7.3.2. GOVERNMENT PROVIDED SERVICES. See PWS, Section 2.3.3 and appendix FF

7.3.3. Servers Not On the Data Floor

ORG/

School

APPENDIX 7A

7A.1. PUBLICATIONS

“M” = Mandatory, “A”= Advisory, “E” = Exempt

2.28-2.30,3.2.6,3.2.11-

3.2.12,3.2.14,3.2.16,3.2.

20-3.2.23,3.5.3-

3.5.5,4.11,4.13,4.14,4.16

,4.17,4.10-

4.10.4,4.12,4.14-

4.17,4.22,5.9-

5.10,5.13.1-

5.13.4,5.21,6.4-6.4.2,6.6-

6.6.2,6.6.4,6.6.6-

6.6.10,6.6.12.1,6.6.12.4, 6.7-6.7.1,6.7.2-

6.7.3,6.7.6,6.8-

6.11,6.13;A3.7-

A3.8,A3.91-

A3.9.2,A3.10,A4.2-

A4.7.4,A6.2.1-

A6.2.8,A7.2.1.1,A7.2.2-

A7.2.3,A7.3,A5.4-A5.4.3

AFI 21-404

01 AUG 2000

Developing And Maintaining

Communications And Information

Systems Installation Records (CSIR)

PARA. 2, 4, 4.1, 4.2, 4.3, 5, 6

Communications And Information

Systems Installation Records (CSIR)

ATTACH. 2, 3, 4

Guidance And Responsibilities

PARA. 6.4, 6.4.1, 6.4.2,

6.4.3, 6.4.4, 6.6

3.8, 4.2, 4.4, 5.1 - 5.6,

6.1 - 6.4 ATTACH 3, 5, 8

AFI 33-106

Note: AFI 33-106 will change to AFI 33-140

Certifying Network Professionals

ALL

ALL

(PPS) Management

ALL

Notification And Tracking

ALL

ALL

Controlled Cryptographic Items

(CCI)

ALL

AFI 33-202V1

3 FEB 2006

Reviews

ALL

AFSSI 5009 FOUO

Manual Of The Global Information Grid (Gig)

ALL

ALL

DISA DITCOC 350

135-1 CHANGE 10

Procedures

CHAP 1-, PARA 1-17, CHAP

2 PARA 1-6, CHAP 3 PARA

10, 12, CHAP 11, 13

DII-COE

Defense Information Infrastructure - Common

Operating Environment

ALL

ACP 117 CAN-US

SUPP 1(K)

Supplement

ALL

T.O. 31S5-4-2987-1

APPENDIX 7B

7B.1. WORKLOAD DATA

Network User Demographics

Additional Workload Factors

IT Help Desk (Onsite)

Additional Workload Factors