Performance Work Statement (PWS).pdf

PERFORMANCE WORK STATEMENT (PWS)

TO PROVIDE

INFORMATION TECHNOLOGY SERVICES SUPPORT

FOR

23 FLYING TRAINING SQUADRON (23 FTS)

Bldg 30133 Wallace Street

Cairns Army Airfield Fort Novosel AIN, AL 36362-5358

## June 2023

Prepared by:

23 FTS/RA

Performance Work Statement (PWS)

FA330022F0004

Fort Novosel AIN, AL

REVISION HISTORY

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Table of Contents

Section Number and Title Page Number

1 DESCRIPTION OF SERVICES 12

1.1 Scope 12

1.2 Objective, Services, Certifications, and Required Clearance 12

1.2.1 Objective 12

1.2.2 Services 12

1.2.3 Certifications/Training 12

1.2.3.1 General Requirements 12

1.2.3.2 Specific Requirements 12

1.2.3.3 Training 12

1.2.3.4 Other Government-Provided Training 13

1.2.3.5 Experience, Knowledge, and Certification Minimal

Requirements 13

1.2.3.5.1 Standard Desktop (SDC) 13

1.2.3.5.2 LAN Infrastructure 13

1.2.3.5.3 Configuration and Operation 13

1.2.3.5.4 Audiovisual Requirements 14

1.2.3.5.5 Security Risks 14

1.2.3.5.6 Mobile Device Support 14

1.2.3.5.7 DoD Asset Management 14

1.2.3.6 Network/System Administration Duties 14

1.2.3.7 Updates 14

1.2.3.8 Problems 14

1.2.3.9 Workstations and Mobile-Device Conditions 14

1.2.3.10 Interfacing with External Agencies 14

1.2.3.11 Equipment Warranty 15

1.2.3.12 Lost and found IT Assets 15

1.2.3.13 Printers 15

1.2.3.14 Backup/Restoring of Data 15

1.2.3.15 Workstation Operating System Software/Applications 15

1.2.3.16 Network Applications Problem Resolution 15

1.2.3.17 Media Equipment 15

1.2.3.18 Network User Permission 15

1.2.3.19 Network Resource Requests 15

1.2.3.20 File/Volume Management and Restoration 15

1.2.3.21 Risk Analysis and System Access Control 15

1.2.3.22 LAN Hardware Connections 16

Table of Contents (cont)

Section Number and Title Page Number

1.2.3.24 Software Inventory Management 16

1.2.4 Required Clearance 16

1.3 Hours

1.3.1 Core Hours and Federal Holidays 16

1.3.1.1 Core Hours 16

1.3.1.2 Federal Holidays 16

1.3.2 Overtime 17

1.4 Help Desk Support 17

1.4.1 Single Point of Contact and Primary Locations 17

1.4.1.1 Single Point of Contact 17

1.4.1.2 Primary Locations 17

1.4.2 Contractor Baseline Certifications 17

1.4.3 Hours of Operation 17

1.4.4 vESD Help Desk 17

1.4.5 Trouble-Shoot Issues Coordination 17

1.4.6 NOTAMs, TCNOs, and Directives 18

1.4.7 Inventory and Replenishments 18

1.4.8 Work Orders 18

1.4.9 Work Orders Resolution 18

1.4.10 Contractor E-mail Access, and Mobile Devices 18

1.4.11 AFNET Accounts 18

1.4.12 Hardware Maintenance on Computer/Printer Assets 18

1.4.13 Administration Support of Devices and Systems 18

1.4.14 C&A Packages 18

1.4.15 Decal, and Notice and Consent Banners 19

1.4.16 Restoration of Hardware-/Software-Related Problems 19

1.4.17 PWCS Officer, and TCO 19

1.4.18 IT Asset Logistics 19

1.4.19 IT Asset Logistics—Additional 19

1.4.20 Video Teleconference Support 19

1.4.21 Video Teleconferences Troubleshooting 19

1.4.22 Audio/Visual Setup and Troubleshooting 19

1.4.23 Tier-II Support 19

1.4.23.1 Resolving of Issues 20

1.4.23.2 Print-Server Support 20

1.4.23.3 Reserved 20

1.4.23.4 Naming Conventions

Table of Contents (cont)

Section Number and Title Page Number

1.4.23.5 Outages 20

1.4.23.6 Network Security Policy 20

1.4.23.7 Adding Network Resources 20

1.4.23.8 User and Administration Network Accounts 20

1.4.23.9 LAN Degradation 20

1.4.23.10 File Ownership/Structure w.r.t. Read/Write/

Execute 20

1.4.23.11 Network Configuration Change 20

1.4.23.12 Networking Problems Assistance 21

1.4.23.13 Trouble Tickets Tracking/Resolution 21

1.4.23.14 Client Support Administrators (CSAs) Database 21

1.4.23.15 Planned Outages 21

1.4.24 Trouble Tickets System 21

1.4.24.1 External Trouble Tickets 21

1.4.24.2 Trouble Tickets Response Time 21

1.4.24.3 Trouble Tickets Assessment Time 21

1.4.24.4 Trouble Tickets Metrics 22

1.4.25 File/Folder Permissions on Share Drive 22

1.4.26 Classified Message Incidents (CMIs) 22

1.4.27 Electronic Records Management 22

1.4.27.1 Records Management Plan 22

1.4.27.2 ERM Permissions from URM via CST 22

1.5 Information Technology Asset Management (ITAM) 22

1.5.1 IT Assets Inventory 22

1.5.2 ERM to Track IT Assets 22

1.5.3 AF IMT 1297 (Temporary Issue Receipt) for IT Assets 22

1.5.4 Inventory Duties (Government Non-Impedance) 23

1.5.5 Alternate Equipment Custodian 23

1.5.5.1 IT Asset Management 23

1.5.5.2 Defense Property Accountability System (DPAS) 23

1.5.5.3 Updates to Equipment Custodian Officer (ECO) 23

1.5.5.4 IT Asset Inventory 23

1.5.5.5 Annual Inventories Accuracy 23

1.5.5.6 Working Inventories Accuracy 23

1.5.5.7 Annual Physical IT Asset Inventory

1.5.5.8 Annual Inventories/DRMS Inventories Maintained

on ERM 23

1.5.6 IT Resources Requests 23

Table of Contents (cont)

Section Number and Title Page Number

1.5.7 Decommissioned IT Assets to DRMS 24

1.5.8 USLM Assistance 24

1.5.9 Official Quotes w/AFWay [KAFB Form 3215 eCSRD)] 24

1.5.8 USLM Assistance 24

1.5.9 Official Quotes w/AFWay [KAFB Form 3215 eCSRD)] 24

1.6 Network Support 24

1.6.1 Level-II Information Assurance Technical (IAT) Support 24

1.6.1.1 Hardware Maintenance and Troubleshooting 24

1.6.1.2 End-User Support 24

1.6.1.3 End-User Workstations 24

1.6.1.4 Baseline Operating Systems (OS) 25

1.6.1.5 Desktop Maintenance 25

1.6.1.6 Advanced GFE Troubleshooting 25

1.6.1.7 Computer Configuration Modification 25

1.6.1.8 Patches 25

1.6.2 Functional System Administrator (FSA) 25

1.6.3 Server Management 25

1.6.4 Storage Management 25

1.6.5 End-Device Management 26

1.6.6 Cybersecurity 26

1.7 Performance 26

1.7.1 COR Contractor Monitoring and CPARS 26

1.7.2 Performance Standards 26

1.8 Security Plan 26

1.8.1 COR 27

1.8.2 Security Plan Content 27

1.9 Operational Security (OPSEC) and Communications Security

(COMSEC) 27

1.9.1 Implementation and Maintenance 27

1.9.2 Responsibilities and Requirements 27

1.9.2.1 Local Security Representative (LSR) 27

1.9.2.2 Controlled-Area Monitoring 27

1.9.2.3 COMSEC Responsibility 27

Table of Contents (cont)

Section Number and Title Page Number

1.9.2.4 Security Liaison 27

1.9.2.5 Security Education and Awareness 27

1.10 Contractor Identification 27

1.10.1 Implementation and Maintenance 28

1.10.2 Contractor Self-Identification 28

1.10.3 Contractor Work-Space Identification 28

1.11 Security Agreement 28

1.11.1 Security Requirements 28

1.11.2 Air Force Security Support 28

1.11.3 Security Support Coordination 28

1.11.4 Sufficient number of Contractor Personnel 29

1.12 Installation Security 29

1.12.1 Contractor Personnel Access to Fort Novosel AIN 29

1.12.2 Contractor Personnel and Vehicle Passes 29

1.13 Security Training and Certification 29

1.13.1 Proper and Current IA/Cybersecurity Certification 29

1.13.2 Meeting Applicable IA/Cybersecurity Certification

Requirements 29

1.13.2.1 Category and Level-Appropriate Certifications 29

1.13.2.2 Certifications for Administrative/Technical

Positions 29

1.13.2.3 Certification Status 29

1.13.2.4 Denial of Access 29

1.13.2.5 Applicable Documentation Errors/Conflicts/

Obsolescence 30

1.13.2.6 Certifications Funding 30

1.13.2.7 IT Level-III Access 30

1.13.2.8 Non-Classified IT Level-I/II Access 30

1.14 On-Site Cybersecurity Support 30

1.14.1 Cybersecurity Liaison, and Information System Security

Officer (ISSO) 30

1.14.2 Support 30

Table of Contents (cont)

Section Number and Title Page Number

1.15 Cybersecurity Documentation/Activities 30

1.15.1 Risk Identification 31

1.15.2 Risk Assessment 31

1.16 Risk Management and Mitigation 31

1.17 Continuous Monitoring 31

1.18 Safeguarding Classified Information 31

1.18.1 “SECRET” Security Clearance 31

1.18.2 “Need to Know” 32

1.18.3 Classified Network Control Center Materials 32

1.18.4 Proper Marking of Classified Products 32

1.18.5 Using Automated Data-Processing Equipment 32

1.19 Security Incident Notification 32

1.20 Quality Assurance (QA) 32

1.20.1 QA Assistance During Audits, Inspections, and

Surveillances 32

1.20.2 Response to Corrective Action Requests (CARs) 33

1.20.3 QA Follow-Up 33

1.20.4 Quality Assurance Tracking System 33

1.20.5 Contractor’s Quality Assurance Surveillance Plan (QASP) 33

1.20.5.1 Submittal 33

1.20.5.2 Quality Inspection Documentation 33

1.21 Safety Plan 33

1.21.1 Submission 33

1.21.2 Incident Reporting Requirements 34

1.21.3 EH&S Training 34

1.21.4 Liaison 34

1.21.5 Safety-Awareness Training 34

1.21.6 Applicable Local Safety Requirements 34

1.22 Property Loss or Damage Prevention 34

1.22.1 Program 34

1.22.2 Property Loss Reporting 34

1.22.3 Loss or Damage Investigations 34

Table of Contents (cont)

Section Number and Title Page Number

1.23 Government-Provided Items (GPIs) and Government-Furnished Equipment (GFE) 34

1.23.1 Facilities, Diagrams, and Furniture/Equipment Maintenance 34

1.23.2 GPI to Contractor 35

1.23.3 Access to Government Documentation 35

1.24 Contingency and Emergency Situations 35

1.25 Dress/Grooming 35

1.26 Non-Personal Services 35

1.27 Organizational Conflict of Interest 36

1.27.1 FAR-Related Standards 36

1.27.2 CO Consideration 36

1.27.3 Appearance of Conflict of Interest 36

1.27.4 Air Force Professional Relationships and Conduct 36

1.27.4.1 Unprofessional Relationships 36

1.27.4.2 Unprofessional Relationships w.r.t. Officer, Enlisted, Military, and Civilian 36

1.28 Information Management 36

1.28.1 Deliverables 37

1.28.2 Records w.r.t. Government IT Equipment 37

1.28.3 Information w.r.t. Privacy Act of 1974 and/or the Freedom of Information Act 37

1.28.4 Government Agency Records

1.28.5 Data/Records Rights

1.28.6 Information/Documentation Rights

1.28.7 Preservation of Records

1.28.8 Disposition of Documents 37

1.28.9 Sub-Contractor Relationship 38

1.29 Contractor Manpower Reporting 38

1.29.1 Labor Hours 38

1.29.2 Reporting Inputs 38

1.29.3 Reporting Period 38

1.29.4 Uses and Safeguarding Information (Proprietary) 38

Table of Contents (cont)

Section Number and Title Page Number

1.29.5 User Manuals 38

1.30 Deliverables 38

1.30.1 Continuity Book 39

1.30.2 Continuity Book Update 39

1.30.3 Monthly Status Report (MSR) or Metrics 39

1.30.3.1 Progress to Date 39

1.30.3.2 Description of System Changes 39

1.31 Performance of Services During Crisis 39

1.32 Additional Government Acts 40

1.32.1 Section 508 of the Rehabilitation Act 40

1.32.2 Combatting Trafficking In Persons 40

2 SERVICES SUMMARY 41

3 DELIVERABLES 44

3.1 Technical Report and Monthly Metrics 44

3.2 Technical Report and Monthly Help Desk Customer Survey Results 44

4 GENERAL INFORMATION 46

4.1 VIP Support 47

4.2 Place of Performance 48

4.2.1 Dedicated Worksite 48

4.2.2 Building/Room Assignments, and Relocation 48

APPENDIX A – ACRONYM LIST 49

APPENDIX B – APPLICABLE DOCUMENTS 53

APPENDIX C – APPLICABLE FORMS 59

APPENDIX D – APPLICABLE URLs/WEBSITES 61

APPENDIX E – NETWORK OPERATIONS STANDARDS & REFERENCES 62

List of Tables

Section Number and Title Page Number

Table 2.1: Services Summary 41 Table 3.1: Deliverables Chart 44 Table 4.1: Hardware Workload Data 46 Table 4.2: Software Workload Data 46 Table 4.3: Miscellaneous Data 46 Table 4-4: Computer Systems Support 47 Table 4-5: VIP Listing 47 Table B-1: Publications 53 Table C-1: Forms 59

1 DESCRIPTION OF SERVICES

1.1 Scope

To provide overall Information Technology (IT) Services Support for the 23 FTS. The 23 FTS is a geographically separated unit of the 58 SOW at Kirtland AFB and all IT support will also comply with 58 SOW operating policies. This support includes all tasks necessary to ensure an effective IT and Information Management structure that fosters timely deployment and optimal operations of all 23 FTS Information Systems and IT resources. This includes IT support for hardware, software, printer servers, cellphone devices, file plans, and localized Tier-2 Help Desk support.

Unless otherwise specified, all references to “Government” shall be in reference and/or w.r.t “U.S. Government.”

1.2 Objective, Services, Certifications, and Required Clearance

1.2.1 Objective - The objective is to acquire the full range of client device support—including Non- classified Internet Protocol Router Network (NIPRNet) services—for the 23 FTS mission.

Additionally, the contractor shall provide personnel with skills, knowledge, experience, and capabilities to support this objective.

1.2.2 Services - IT services will consist of the following: Tier-I Help-Desk Support, Customer Support, Asset Management, Account Management; and IT support for hardware, software, printer servers, cellphone devices, and file plans. Reference the Automated Data Processing Equipment (ADPE) listing for all equipment considered under this PWS. Additionally, the contractor shall provide technical support to operate and maintain all 23 FTS managed equipment, in support of all LANs. The 23 FTS has up to 400 users annually on the network. Manage work tickets via the EITaaS ServiceNow System or current AF program.

1.2.3 Certifications/Training

1.2.3.1 General Requirements - The contractor shall be required to obtain and maintain certification requirements in accordance with DoD-M 8140.03 "Cyber Workforce Framework."

1.2.3.2 Specific Requirements – The contractor shall provide Level-II-qualified, Information Assurance Technical (IAT) support to operate and maintain all 23 FTS managed equipment, in

1179688103A Sticky Note Unmarked set by 1179688103A support of 23 FTS LANs. This level-II support shall include contractor personnel certifications/ training in Security+ Continuing Education (CE). For additional, required security training and certification, refer to section 1.13, “Security Training and Certification,” within this PWS.

1.2.3.3 Training – Contractor personnel are required to possess the skills necessary to support their company’s minimum requirements of the labor category under which they are performing.

Training necessary to meet minimum requirements will not be paid for by the Government or charged to TO’s by contractors.

1.2.3.4 Other Government-Provided Training – The contractor’s employees may participate in other Government-provided training, on a non-discriminatory basis as among contractors, under the following circumstances: the contractor employees’ participation is on a space-available basis, participation does not negatively impact performance of this task order, and the Government incurs no additional cost in providing the training.

1.2.3.5 Experience, Knowledge, and Certification Minimal Requirements - Senior Client Support Technician. Desired experience is a minimum of 3 years in Information Assurance (IA)/Cyberspace technology.

1.2.3.5.1 Standard Desktop (SDC) - The contractor shall have experience with Air-Force-approved Standard Desktop (SDC) images (including but not limited to Microsoft Window 11and approved Microsoft Office software.

1.2.3.5.2 LAN Infrastructure - The 377th Comm Division will host the LAN infrastructure, server hardware and software platforms, and related support tools to include Microsoft Server, Oracle, and VMware. The contractor may have knowledge of existing hardware and software that is sufficient to coordinate with the hosting agency.

1179688103A Sticky Note Marked set by 1179688103A

1.2.3.5.3 Configuration and Operation - The contractor shall have experience with managing day-to-day configuration and operation of the software environment and hardware/operating systems.

1.2.3.5.4 Audiovisual Requirements - The contractor shall have at a minimum 1 years’ experience with projection systems and associated sub-systems to meet conference room audiovisual requirements.

1.2.3.5.5 Security Risks - The contractor shall have experience in evaluating potential cybersecurity risks, and take corrective actions.

1.2.3.5.6 Mobile Device Support - The contractor shall have experience with mobile device support to include, but not limited to, laptops, and tablets running Windows 11(c) and Apple iOS(c).

1.2.3.5.7 DoD Asset Management - The contractor shall manage assets IAW DAFMAN 17-1203, “Information Technology (IT) Asset Management (ITAM) and Accountability.”

1.2.3.6 Network/System Administration Duties - The 377th Comm Division shall perform network/system administrator duties to include managing the system from the hardware and software operating system level including server management. The Government shall include all operating systems, applications software, network interfaces, virus scanning software, and administering printer services. The contractor should have knowledge of these systems sufficient to coordinate through the government to remedy.

1.2.3.7 Updates – The 377th Comm Division shall provide support, maintain, patch, and provide updates to the 23 FTS servers for file share and localized data storage.

1.2.3.8 Problems – The contractor shall identify network problems, analyze equipment configurations, and take corrective actions as required.

1.2.3.9 Workstations and Mobile-Device Conditions - The contractor shall ensure workstations and mobile device conditions are in either of three (3) states: operational, being serviced, or external trouble ticket opened for problem resolution.

1.2.3.10 Interfacing with External Agencies - The contractor shall interface with external agencies (such as, the Air Force Enterprise Service Desk) in order to resolve technical issues impacting wing users.

1.2.3.11 Equipment Warranty - The contractor shall access manufacturer websites to research equipment warranty information, and coordinate with them to replace items under warranty that are no longer functional.

1.2.3.12 Lost and Found IT Assets - The contractor shall report all lost and Found on Base (FOB) IT assets to the ECO IAW DAFMAN 17-1203, Information Technology (IT) Asset Management (ITAM), para 1.2.11.3.1; assisting ITECs/PECs in determining the ownership, reassignment, or disposition of all FOB IT assets.

1.2.3.13 Printers – The contractor shall install, configure, and manage network and non-network printers to include consumable inventory management (e.g., cartridges, paper, and drums). If devices are under manufacturer warranty contractor will contact vendor for support if touch maintenance is required. Ensure STIG checklist is completed. Refer to 58 SOW A6 for assistance.

1.2.3.14 Backup/Restoring of Data – The contractor shall assist users in performing routine backups and restoring of data to workstations.

1.2.3.15 Workstation Operating System Software/Applications – The contractor shall install new or upgraded workstation operating system software and applications, to include E-mail software on all computers.

1.2.3.16 Network Applications Problem Resolution – The contractor shall interface directly with users to provide primary hardware, software, and network applications problem resolution (first-tier support).

1.2.3.17 Media Equipment – The contractor shall maintain and support media equipment, Learning Center computers, and connectivity.

1.2.3.18 Network User Permission – The contractor shall manage/assign network user permission, and access to file server directories/volumes, to provide for a functional and secure network environment on the NIPRnet.

1.2.3.19 Network Resource Requests – The contractor shall respond to network resource requests within one (1) business day after receipt.

1.2.3.20 File/Volume Management and Restoration – The contractor shall coordinate with Storage Area Network Managers on file/volume management and restoration activities.

1.2.3.21 Risk Analysis and System Access Control – The contractor shall perform additional computer risk analysis, and maintain system access control necessitated by changes to the security of the system.

1.2.3.22 LAN Hardware Connections – The contractor shall plan, instruct end-users, and complete hardware connections to the LAN; to include setup and/or relocation of workstations as required.

1.2.3.23 Software Inventory Management – The contractor shall assist the Unit Software License Manager (USLM) with software inventory management.

1.3 Hours

1.3.1 Core Hours and Federal Holidays

1.3.1.1 Core Hours – The contractor shall provide Tier-II support to the Government (23 FTS) during Monday through Friday, from 0700 hrs to 1700 hrs Mountain Time, except for all Federal Holidays. The Government shall provide Help Desk support as the primary avenue for 23 FTS-assigned or attached personnel. Contractor computer support personnel shall provide technical advice and solutions for network systems, software applications assistance, information technology equipment support, hardware exchange, and repair service support including Tier-II services. This includes maintenance of localized printer servers. Tier-I services will be provided by the Government.

1.3.1.2 Federal Holidays - Kirtland AFB follows the Federal Government schedule for holidays provided during each work year. The ten (11) holidays recognized by the Federal Government are:

• New Year’s Day

• Dr. Martin Luther King Jr Birthday

• Presidents’ Day

• Memorial Day

• Juneteenth

• Independence Day

• Labor Day

• Columbus Day

• Veterans’ Day

• Thanksgiving Day

• Christmas Day AETC Family Days don’t constitute a Federal Holiday.

1.3.2 Overtime - Overtime is not authorized under this PWS. 23 FTS personnel can use the vESD AF IT Service Desk application, or call the after-hours support phone number to have a trouble ticket logged for troubleshooting on the following duty day.

1.4 Help Desk Support

1.4.1 Single Point of Contact and Primary Locations

1.4.1.1 Single Point of Contact - The contractor shall provide single point of contact (i.e., person, office, and entity), known as the “Help Desk,” for collecting, controlling, disseminating, documenting, and resolving all user IT questions, issues, and problems.

1.4.1.2 Primary Locations - The primary locations for support shall be conducted across the 23 FTS campus

1.4.2 Hours of Operations - Help Desk hours of operations will follow normal hours of operations IAW section 1.3 of this PWS.

1.4.3 vESD Help Desk – 23 FTS personnel will primarily identify problems to the Help Desk via the EITaaS ServiceNow System application, and phone. The contractor shall utilize IAO Express, or Remedy to track and document all activities including the resolution of user inquiries, service requests, and problem reports.

1.4.4 Trouble-Shoot Issues Coordination - The contractor shall troubleshoot issues and coordinate with the base Comm Focal Point (CFP-KAFB Help Desk) and Network Control Center (NCC) as required.

1.4.5 NOTAMs, TCNOs, and Directives - The contractor shall comply with all NOTAMs, TCNOs, and other directives.

1.4.6 Inventory and Replenishments - The contractor shall maintain inventory of toner cartridges for all printers, monitor toner availability, and notify the unit government POC/GPC holder for replenishments.

1.4.7 Work Orders - The contractor shall analyze work orders to identify problems, detect developing trends, and recommend corrective actions.

1.4.8 Work Orders Resolution - The contractor shall ensure all work orders are investigated for resolution within 2 duty days (1 duty day for VIPs). The contractor shall create a trouble ticket IAW AFNETOPS, with an estimated timeframe for a permanent resolution, and monitor the trouble ticket until the issue is resolved.

1.4.9 Contractor E-mail Access, and Mobile Devices - The contractor shall process and maintain NIPRNet DD Form 2875 [System Authorization Access Request (SAAR)], for account establishment. The contractor shall also maintain AF Form 4394 (Air Force User Agreement Statement – Notice and Consent Provision), and AF Form 4433 (USAir Force Mobile Device User Agreement).

1.4.10 AFNET Accounts - The contractor shall delete/deprovision AFNET accounts for the out-processing of 58 SOW/23 FTS unit personnel. PCS’d unit members do not need to have access to 23 FTS file share drives.

1.4.11 Hardware Maintenance on Computer/Printer Assets - The contractor shall provide hardware maintenance on computer/printer assets within the unit as required. If devices are under warranty, contractor should not perform any maintenance and coordinate maintenance with device manufacturer.

1.4.12 Administration Support of Devices and Systems - The contractor shall provide administration support for the Virtual Private Network (VPN), iPhone, iPad, Electronic Flight Books (EFB), and stand-alone systems.

1.4.13 C&A Packages - The contractor shall provide Certification and Accreditation (C&A) packages to the 377 Wing Cybersecurity Office (WCO) for each stand-alone or kiosk system; to include performing risk assessments, running of Security Technical Implementation Guide (STIG), and Security Content Automation Protocol (SCAP), creation of software listings, hardware listings, and diagrams. The contractor shall also perform Cybersecurity Officer duties, and creation of new packages; as well as the validation of packages on an annual basis.

1.4.14 Decal, and Notice and Consent Banners - The contractor shall ensure DoD telecommunications systems and devices have been identified with the DD Form 2056 (Telephone Monitoring Notification Decal) for each device, that a fax cover sheet is created and maintained, A Biennial Report must be completed and submitted upon request from the 377

WCO.

1.4.15 Restoration of Hardware-/Software-Related Problems - The contractor shall restore standard software configurations, diagnose standard equipment and communications problems, and attempt recovery of lost customer data files to the extent technically possible.

1.4.16 PWCS Officer, and TCO - The contractor shall appoint contractor personnel to serve as the Personal Wireless Communication Systems (PWCS) Officer, and the Telephone Telecommunication Control Officer (TCO).

1.4.17 IT Asset Logistics - The contractor shall at a minimum, unpack, assemble, set up, test, and operationally sustain (e.g., diagnose, repair, and replace) all IT assets. The contractor shall relocate IT assets as required by the 23 FTS to meet mission needs.

1.4.18 IT Asset Logistics—Additional - The contractor shall support all other IT assets— including but not limited to—networked and dedicated printers, scanners; as well as devices employing serial, parallel, USB, and other peripheral-device interfaces such as Video Teleconference (VTC) equipment, web cameras, EFBs, IPads, and IPhones.

1.4.19 Video Teleconferences Support - The contractor shall support unclassified and classified (at the “SECRET” level) Video Teleconferences. The contractor shall also maintain primary and alternate VTC schedules using a system mandated by the 23 FTS. The Government will send VTC meeting requests (e.g., via E-mail, or 23 FTS-mandated system) to the contractor for scheduling NLT than 2 business days prior to and VTC.

1.4.20 Video Teleconferences Troubleshooting - The contractor shall troubleshoot and provide touch maintenance for VTCs. Unclassified VTCs will require the contractor to be readily available to trouble shoot, but the contractor is not required to sit outside of the VTC for the duration of the conference. However, the contractor will be required to operate Information Technology systems during VTC operations.

1.4.21 Audio/Visual Setup and Troubleshooting - The contractor shall provide setup—and troubleshooting—of Audio Visual (AV) devices in classrooms, simulators, simulator control rooms, auditorium, and conference rooms when not associated with VTC operations.

1.4.22 Tier-II Support- Contractor Tier-II support includes:

1.4.22.1 Resolving of Issues – Provide Tier-II Help Desk service: 90% of all issues shall be resolved within 2 normal duty days (1 normal duty day for VIPs) after receipt of discrepancy.

1.4.22.2 Print-Server Support – Provide print-server support for number of printers IAW Table 4-1, “Hardware Workload Data.” 90% of all issues shall be resolved within 2 normal duty days after receipt of discrepancy.

1.4.22.3 Reserved

1.4.22.4 Naming Conventions – Conform to USAF naming conventions IAW AFNET policy (this also applies to file names and directories).

1.4.22.5 Outages – Notify affected 377th Command Posts—and Ft Novosel base Comm Focal Point (CFP)—of emergency outages of connectivity—or equipment outages—via E-mail and telephone after normal duty hours in emergency situations. If no CFP personnel are available, notify affected Command Posts via E-mail and telephone.

1.4.22.6 Network Security Policy – Maintain copies of Network Security Policy, and refer to them as needed; abide by USAF policies and procedures IAW Appendix D, “Network Operations Standards & References,” as a resource in furtherance of this PWS

1.4.22.7 Adding Network Resources – Use standardized processes when adding network resources, such as computers and printers. Use Appendix D, “Network Operations Standards & References.” as a resource in furtherance of this PWS.

1.4.22.8 User and Administrative Network Accounts - Maintain two separate network accounts for all Computer Systems Technician (CST)/Functional System Administrator (FSA) personnel. The first shall be a normal user account. The second shall be an administrator account to be used only for administrator functions.

1.4.22.9 LAN Degradation – Notify the CFP NLT 15 minutes after any Local Area Network (LAN) service degradation or matter that may affect 23 FTS personnel.

1.4.22.10 File Ownership/Structure w.r.t. Read/Write/Execute - Create directory file structures and assign initial file/share rights as required for 58 SOW/23 FTS personnel. Define ownership and determine who has permission to read, write, and execute those files.

1.4.22.11 Network Configuration Change - Notify the CFP in advance of any major change to network configuration through the normal base Authorized Service Interruption (ASI) process.

1.4.22.12 Networking Problems Assistance - Provide assistance for desktop networking problems the Enterprise Help Desk (EHD), or Computer Support Administrator (CSA), cannot resolve.

1.4.22.13 Trouble Tickets Tracking/Resolution - Contractor shall respond to, update, and track trouble tickets assigned through the EITaaS ServiceNow System within 2 duty days after receipt of vESD ticket. Contractor shall forward trouble tickets that can’t be handled by the 58 SOW/A6 to the CFP within 2 duty days thereafter.

1.4.22.14 Client Support Administrators (CSAs) Database – Contractor shall maintain a current point-of-Contact (POC) listing of all contract Client Support Administrators (CSA) to include—at a minimum—name, rank, unit/office symbol, E-mail address, building number, room number/room, and duty phone and home phone number. This information shall be provided to the CFP within 2 duty days in order to maintain the CFP CSA database. The database shall be updated as changes occur. The contractor shall provide to the government a list of on-base Functional System Administrators (FSAs) for any special systems the unit utilizes within 2 duty days of request.

1.4.22.15 Planned Outages – The contractor shall advise CSAs or FSAs via E-mail of planned outages of network connectivity, equipment, or electricity 10 days prior to effecting network operations. After-hours contact information shall be provided to the Contracting Officer’s Representative (COR) office (58 TRS/DOD). In the event that after-hours support is needed for emergency trouble tickets, the COR office shall contact the POC(s) provided.

1.4.23 Trouble Tickets System

1.4.23.1 External Trouble Tickets - The contractor shall submit external trouble tickets in the EITaaS ServiceNow System trouble ticket system for any trouble tickets received that are outside the contractor's area of responsibility.

1.4.23.2 Trouble Tickets Response Time – The contractor shall respond within 2 duty days to update trouble tickets assigned through EITaaS ServiceNow System System via web-based interface, which is assessable on the PC Standard Desk Tops (SDC)]. Trouble tickets that can’t be handled by the CSA shall be returned to the CFP. The contractor shall track their individual trouble-tickets workload by using automated tools (e.g., PC- based tools).

1.4.23.3 Trouble Tickets Assessment Time - Trouble tickets submitted to the contractor shall be assessed within four (4) duty hours after notification. Trouble tickets within the contractor's area of responsibility shall be resolved within two (2) duty days after notification. The COR has overall responsibility to prioritize high-level tickets.

1.4.23.4 Trouble Tickets Metrics – The contractor shall maintain the ability to track/monitor metrics to ensure a sufficient quality of customer service to provide:

(a) Monthly number of trouble tickets

(b) Time to resolve trouble tickets

(c) Number of trouble tickets resolved

(d) Breakdown of trouble tickets by unit and problem

(e) Provide metrics to the COR as requested

(f) Meet training and certification requirements IAW DoDM 8410.03 and AFNET policies.

1.4.24 File/Folder Permissions on Share Drive - The contractor shall manage file and folder permissions of the 58 SOW/23 FTS network share drive.

1.4.25 Classified Message Incidents (CMIs) - The contractor shall sanitize all systems affected by classified message incidents (CMIs) IAW DoD Manual 5200.01, “DoD Information Security Program: Protection of Classified Information,” according to applicable security guidelines and procedures.

1.4.26 Electronic Records Management

1.4.26.1 Records Management Plan - The contractor shall comply with the 58 SOW Records Management (RM) Plan (and IAW AFI 33-322, “Records Management and Information Governance Program”), and shall maintain records in accordance with 58 SOW RM policies.

1.4.26.2 ERM Permissions from URM via CST - The contractor shall properly request (via the CST) the Electronic Records Management (ERM) permissions as identified by the Government Unit Records Manager (URM).

1.5 Information Technology Asset Management (ITAM):

1.5.1 IT Assets Inventory - The contractor shall maintain an inventory, receive, store, tag/label, relocate, and turn-in IT assets.

1.5.2 ERM to Track IT Assets - The contractor shall utilize the unit’s official records drive (ERM), and internal management system to track all IT assets. This includes maintaining, supporting, and troubleshooting the TC Max Asset Management Suite.

1.5.3 AF IMT 1297 (Temporary Issue Receipt) for IT Assets - The contractor shall maintain an electronic AF IMT 1297 (Temporary Issue Receipt) on the ERM for all IT assets distributed to unit personnel.

1.5.4 Inventory Duties (Government Non-Impedance) - The government will not impede the contractor accomplishing inventory duties.

1.5.5 Alternate Equipment Custodian - The contractor shall appoint an alternate unit Equipment Custodian (EC) to manage the unit’s IT asset inventory. The EC shall:

1.5.5.1 IT Asset Management - The contractor shall use standard methods to manage all aspects of IT assets IAW DAFMAN 17-1203, Information Technology (IT) Asset Management (ITAM); and KAFBI 17-1203.

1.5.5.2 Defense Property Accountability System (DPAS) - The contractor shall track and manage all IT assets and equipment listed in the Defense Property Accountability System

(DPAS).

1.5.5.3 Updates to Equipment Custodian Officer (ECO) - The contractor shall manage and provide updates to the Kirtland AFB Equipment Custodian Officer (ECO) for the inventory in DPAS, and report all delinquent inventories to the 58 SOW Commander when identified.

1.5.5.4 IT Asset Inventory - The contractor shall accomplish a full and complete inventory not later than 365 calendar days from the date the 58 SOW Commander signed the current inventory, or when requested by the Kirtland AFB ECO.

1.5.5.5 Annual Inventories Accuracy - The contractor shall ensure annual inventories shall be 100% accurate (i.e., account, make, model, serial number, location).

1.5.5.6 Working Inventories Accuracy - The contractor shall ensure working inventories shall be—at a minimum—99% accurate (i.e., account, make, model, serial number, location).

1.5.5.7 Annual Physical IT Asset Inventory - The contractor shall provide an Annual Physical IT Asset Inventory Report to the Kirtland AFB ECO, and the 58 SOW Commander at the end of each fiscal year.

1.5.5.8 Annual Inventories/DRMS Inventories Maintained on ERM - The contractor shall ensure annual inventories and DRMS inventories shall be maintained on the ERM file server under current contractor name; IAW AFMAN17-1203, Information Technology (IT) Asset Management (ITAM), and KAFBI 17-1203.

1.5.6 IT Resources Requests - The contractor shall review requests for IT resources to determine reusability of any available bench-stock assets.

1.5.7 Decommissioned IT Assets to DRMS - The contractor shall recover, disassemble, sanitize, pack, crate, document, transport and/or ship decommissioned IT assets to the Defense Reutilization Management Service (DRMS).

1.5.8 USLM Assistance - The contractor technician shall assist the government-appointed Unit Software License Manager (USLM) in performance of information technology software management, which includes the installation and/or removal of software, and the execution of software upgrades and patches. All software-related work shall be coordinated and approved in writing (E-mail will suffice) by the USLM prior to task performance.

1.5.9 Official Quotes w/AFWay [KAFB Form 3215 (eCSRD)] - Contractor technicians shall request official quotes from private vendors, or initiate quotes in AFWay for IT purchases, based on the government’s identification of a requirement. The technician shall complete and route the associate KAFB Form 3215 [eCSRD (electronic Communications Systems Requirement Document)]) to the 3215 base help desk and track the 3215 to approval. The technician will then forward the approved 3215 and vendor quote to the government GPC holder or appropriate POC’s. This is the extent of the contractor’s role.

1.6 Network Support

1.6.1 Level-II Information Assurance Technical (IAT) Support - The contractor shall provide Level-II-qualified, Information Assurance Technical (IAT) support to operate and maintain all 23 FTS managed equipment, in support of 58 SOW/23 FTS LANs. This level-II support shall include contractor personnel certifications/training in Security+ Continuing Education (CE), Contractor support shall include the following responsibilities:

1.6.1.1 Hardware Maintenance and Troubleshooting - The Contractor should coordinate with US Army NEC. This is limited to replacement or reconfiguration of the system, system switches/ jumpers, expansion and network interface cards, memory modules, cables, power protection devices, and other peripheral and ancillary equipment as required; consistent with existing computer warranties.

1.6.1.2 End-User Support - Provide end-user support for AF-procured/authorized hardware, operating system software, and applications; and ensure workstations, and commercial mobile devices (CMDs) are operational. 90% or above of all issues must be resolved within one duty day after receipt of discrepancy notification.

1.6.1.3 End-User Workstations – Troubleshooting of all assigned end-user workstations.

1.6.1.4 Baseline Operating Systems (OS) - Installation of AF-approved, baseline operating systems (OS) using government-provided deployment server.

1.6.1.5 Desktop Maintenance – Perform desktop maintenance as required.

1.6.1.6 Advanced GFE Troubleshooting - Perform advanced troubleshooting of Government Furnished Equipment (GFE) Commercial Mobile Devices (CMDs).

1.6.1.7 Computer Configuration Modification - Computer configurations shall only be modified when specifically directed/coordinated by government personnel such as the Defense Information Systems Agency (DISA), and/or notified by the Wing Cybersecurity Office (WCO), or if any non-standard program-specific software is loaded on government equipment. Only software listed on the DoD Evaluated Products Lists (e.g., USAF Software Center) shall be installed.

1.6.1.8 Patches - Patches are pushed via DISA and/or Network Operations Security Center

1.6.2 Functional System Administrator (FSA) - FSAs shall retain full access and control over their functional systems. FSAs shall refer all issues to the Comm Focal Point (CFP). If the issue is with a specific functional system, the CFP will open a trouble ticket, and assign that trouble ticket to the responsible FSA.

1.6.4 Storage Management - Storage Management is established as the activities, methods, processes, procedures, capabilities, tools, and resources that provide for the storage, retrieval, availability, backup and recovery, destruction, labeling, quota management, security, and confidentiality of user data on the AFIN IAW the applicable STIGs. Storage Management also includes the administration, configuration, and monitoring of the storage media and devices.

Specific methods and procedures for Storage Management are in MPTO 00- 33A-1113, “General Cyberspace Support Activities Management Procedures and Practice Requirements,” and can also be found via the Air Force Information Network (AFIN) w.r.t. Server/Storage Management and Application Hosting.

1.6.5 End-Device Management – End-Device Management is established as the installation and deployment, monitoring, configuration, maintenance, and security of End Devices on the AFIN.

End Devices are items such as desktop PCs, laptops, notebooks, tablet PCs, smartphones, executive mobile devices, VoIP phones, IP-enabled sensors/alarms, etc. Specific procedures for End-Device Management will be in the End-Device Management Methods Procedures and Technical Orders (MPTO); e.g., MPTO 00- 33A-1113, “General Cyberspace Support Activities Management Procedures and Practice Requirements.”

1.6.6 Cybersecurity - Cybersecurity (previously known as Information Assurance [IA]). All systems (e.g., centrally managed applications) shall comply with AF Cybersecurity program guidance in AFI 17-130, “Cybersecurity Program Management,” and Information Assurance Vulnerability Management (IAVM) program, security incident handling program, and other responsibilities outlined in CJCSI 6510.01, “Information ASssurance (IA) and Support to Computer Network Defense (CND).”

1.7 Performance

1.7.1 COR Contractor Monitoring and CPARS - The contractor’s performance shall be monitored by the Government’s assigned Contracting Officer’s Representative (COR), and reported in the Contractor Performance Assessment Reporting System (CPARS).

1.7.2 Performance Standards – Performance standards shall include the contractor’s ability to:

(a) Provide quality services, products, incidentals, and customer support

(b) Meet customer’s agreed-upon timelines for IT support, scheduled delivery of items, warranty, and/or incidental services

(c) Provide satisfactory product repairs or replacement, as appropriate

(d) Provide timely and accurate reports

(e) Respond to the customer’s requests for configuration assistance, as identified in the network planning phase and/or maintenance phase of the network.

1.8 Security Plan

1.8.1 COR – The contractor shall provide and maintain a security plan, and maintain updates to the plan as required. The plan shall be provided to the COR within 30 days of contract award.

1.8.2 Secutiy Plan Content - The security plan shall address security compromises, violations, or infractions using DoD 5220.22-M, “National Industrial Security Program Operating Manual

(NISPOM).”

1.9 Operational Security (OPSEC) and Communications Security (COMSEC)

1.9.1 Implementation and Maintenance – The contractor shall provide implementation and maintenance OPSEC/COMSEC support procedures for the applicable program efforts at the applicable levels of classification necessary in accordance with Industrial Security Manual, DoD 5220.22-M, “National Industrial Security Program Operating Manual (NISPOM).

1.9.2 Responsibilities and Requirements – The contractor shall implement an OPSEC program that will identify OPSEC responsibilities and requirements, implement OPSEC procedures, identify potential problem areas, and implement solutions. Contractor OPSEC/COMSEC responsibilities at a minimum are:

1.9.2.1 Local Security Representative (LSR) - Designate a site contractor Local Security Representative (LSR) to support contract security activities in support of the “Visitor Group Security Agreement,” a boilerplate originated by the 377 ABW/IP, and a copy of which can be obtained from the COR office (58 TRS/DOD).

1.9.2.2 Controlled-Area Monitoring – Ensure Air Force resource protection (alarm response).

1.9.2.3 COMSEC Responsibility - Contractor Communications Security (COMSEC) responsibility is in accordance with AFMAN 17-1302-O, “Communications and Information Identification and Authentication.”

1.9.2.4 Security Liaison - Contractor Security liaison between Contractor and local base authority.

1.9.2.5 Security Education and Awareness – Conduct annual Security Education and Awareness briefings.

1.10 Contractor Identification

1.10.1 Identification Badges - All contractor/subcontractor personnel shall be required to wear AF-approved or provided picture identification badges so as to distinguish themselves from Government employees.

1.10.2 Contractor Self-Identification - When conversing with Government personnel during business meetings—over the telephone or via electronic mail—contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees. Contractors/Subcontractors shall identify themselves on any attendance sheet, or any coordination documents, they may review. Electronic mail signature blocks shall identify their company affiliation.

1.10.3 Contractor Work-Space Identification - Where practicable, contractor/subcontractors occupying collocated space with their Government program customer shall identify their work-space area with their name and company affiliation.

1.11 Security Agreement

1.11.1 Security Requirements - The contractor shall sign an agreement stipulating the security requirements of this contract as provided for in AFI 16-1406, “Air Force Industrial Security Program;” DoDM5200.01V1_AFMAN16-1404V1, “Information Security Program: Overview, Classification, and Declassification;” DoDM5200.01V2_AFMAN16-1404V2, ”Information Security Program: Marking of Information;” and DoDM5200.01V3_AFMAN16-1404V3, “Information Security Program Protection of Classified Information;” along with applicable MAJCOM/Local supplements. The following provisions of DoDM 5220.22-M, National Industrial Security Program Operating Manual (NISPOM)” shall also apply.

1.11.2 Air Force Security Support - Security support provided by the Air Force to the contractor shall include storage containers for classified information/material, use of base destruction facilities, classified reproduction facilities, use of base classified mail services, security badges, base visitor control, investigation of security incidents, base traffic regulations, the use of security forms; and conducting inspections required by DoDM 5220.22-M, “National

Industrial Security Program Operating Manual (NOSPOM);” DoDM5200.01V2_AFMAN16- 1404V2, ”Information Security Program: Marking of Information;” and DoDM5200.01V3_AFMAN16-1404V3, “Information Security Program Protection of Classified Information;” AFPD 16-14, “Security Enterprise Governance;” and AFI 16-1406, “Air Force Industrial Security Program;” along with applicable MAJCOM/Local supplements.

1.11.3 Security Support Coordination - Security support requiring joint Air Force and contractor coordination includes packaging classified information, mailing and receiving classified materials, implementing emergency procedures for protection of classified information, security checks and internal security controls for protections of classified material, and high-value pilferable property.

1.11.4 Sufficient Number of Contractor Personnel - Prior to the start of the first operational performance period, the contractor shall ensure that sufficient personnel on duty have appropriate security clearances to meet and maintain requirements specified within this PWS.

1.12 Installation Security

1.12.1 Contractor Personnel Access to Fort Novosel AIN, AL - The Government will provide Contractor personnel with identification and vehicle registration IAW U.S. Army and Fort Novosel AIN directives to enable contractor personnel to have access to post and their designated work areas. This only applies to permanently-assigned Contractor personnel.

1.12.2 Contractor Personnel and Vehicle Passes - The contractor shall ensure its employees obtain needed personnel and vehicle passes from the host base and comply with host base regulations for their control and the use of base facilities.

1.13 Security Training and Certification

1.13.1 Proper and Current IA/Cybersecurity Certification - The Contractor shall ensure personnel accessing information systems have the proper and current IA/cybersecurity certification to perform administrative functions (elevated permissions) IAW DoD 8570.01-M, “Information Assurance Workforce Improvement Program.”

1.13.2 Meeting Applicable IA/Cybersecurity Certification Requirements - The Contractor shall meet the applicable information assurance certification requirements, including:

1.13.2.1 Category and Level-Appropriate Certifications - DoD-approved information assurance workforce certifications appropriate for each category and level as listed in the current version of DoD 8570.01-M, “Information Assurance Workforce Improvement Program.”

1.13.2.2 Certifications for Administrative/Technical Positions - Appropriate operating system certification for administrative technical positions as required by DoD 8570.01-M, “Information Assurance Workforce Improvement Program.”

1.13.2.3 Certification Status - Upon request by the Government (COR), the Contractor shall provide documentation supporting the administrative certification status of personnel performing information assurance functions.

1.13.2.4 Denial of Access - Contractor personnel who do not have proper and current certifications shall be denied access to DoD information systems for the purpose of performing administrative functions.

1.13.2.5 Applicable Documentation Errors/Conflicts/Obsolescence - In the event there is an error/conflict/obsolescence in any AFIs, DoDI’s etc., in this PWS, the latest version found at http://www.e-publishing.af.mil/ shall apply.

1.13.2.6 Certifications Funding - It shall be the contractor’s responsibility to maintain and fund all securityand professional certifications.