HQ_AMC_375_CSPTS_PWS_ver30FINAL17Mar08.doc

SOLICITATION NO.

CONTRACT NO.

Air Mobility Command

Systems’ Support Center

COMMUNICATIONS OPERATIONS AND MAINTENANCE FUNCTION

PERFORMANCE WORK STATEMENT

March 17, 2008

Table of Contents

APPENDICES

Appendix 1 Workload

Appendix 2 Government Furnished Equipment-Individual Use

Appendix 3 System Specific Equipment Inventory

Appendix 4 Government Furnished Consumable and Supplies

Appendix 5 Government Furnished Facilities

Appendix 6 Government Furnished Services/Contracts

Appendix 7 Programs/Systems Services Matrix

Appendix 8 Service Provider Required Travel

Appendix 9 Government Required Publications and Forms

Appendix 10 Definitions and Acronyms

Appendix 11 Service Provider Maintained Databases

Appendix 12 System Specific Outage Thresholds

Appendix 13 System Specific User Allowed Permission & Functional Approval POCs

Appendix 14 Service Provider Maintained WebPages

Appendix 15 System Availability Thresholds

Appendix 16 Service Provider Required Certifications

Appendix 17 System Definitions

Appendix 18 General Schedule 2210 Information Technology Management Series

Appendix 19 System Architecture

SECTION C-1 DESCRIPTION OF SERVICE

1. INTRODUCTION: The Service Provider shall provide all personnel, supervision, equipment, tools, materials, supplies, test equipment, and other items and services necessary to accomplish Level I and Level II Operations and Maintenance (O&M) of Configuration Management (CM), System Administration (SA), Help Desk, Database Administration (DBA), and Virtual Private Network (VPN) support to the 375 Communications Support Squadron (CSPTS), Scott AFB IL and other locations as reflected in Appendix 8, titled “Service Provider Required Travel” of this Performance Work Statement (PWS), except as specified in Section C-3, Government-Furnished Property and Services. This PWS describes a performance based work environment in terms of “what” the required service outputs are rather than “how” the work is to be performed. The Service Provider is encouraged to strive for constant improvement and innovation in the performance of this PWS as long as the performance objectives are being achieved at the desired levels of performance. Successfully identifying and applying best practices can reduce business expenses and improve customer satisfaction. Cited publications and referenced forms must be followed in specific areas to support compatibility, safety, security, and public law/executive order issues within the Air Force environment. The Service Provider is required to manage the quality of the services delivered using their internal management structure and Quality Control Plan (QCP). The PWS attempts to create a Government-Service Provider relationship that promotes achievement of mutually beneficial goals, and promotes a partnership environment. The ultimate goal of this PWS is for the Service Provider to establish a quality customer-focused functional team meeting the needs of 375 CSPTS and its customers.

1.1. STANDARDS AND REQUIREMENTS: Standards and requirements for the services reflected in this PWS are specified throughout Section C-1, Description of Services, Section C-2, Services Summary (SS), and in various Appendices. The service shall comply with the most recent version of referenced publications in performance of the PWS unless concurrence would significantly increase scope. These references are located within the text and cited appendices throughout this PWS. An Air Force Index of Indices can be found at the following Web Site: http://afpubs.hq.af.mil/afpubs.stm. Referenced materials not available from this web site will be provided by the Government.

1.2. PWS ORGANIZATION: Major services and sub-services are organized within this section by service areas reflected in paragraphs 1.3 through 1.7.3. The performance objectives for these services and the applicable standards and thresholds are included in Section C-2, Services Summary. Government-furnished property and services are found in Section C-3. General information is located in Section C-4. Additional supporting information in the form of workload, data, tables, definitions, and other documentation is organized in the appendices.

1.3. DESCRIPTION OF SERVICES: The mission of the 375 CSPTS is to provide command and control (C2), communications, and computer (C4) support to Department of Defense (DoD), United States Transportation Command (USTRANSCOM), Air Mobility Command (AMC), and worldwide aerial and water ports. The 375 CSPTS also operates and maintains C2/NON-C2 computer systems (hereafter referred to as “systems”) supporting the 618th Air Force Tanker Airlift Control Center (618/TACC) global mission. The Service Provider shall only be responsible to maintain the Level I and Level II operations and maintenance of the operational systems identified in Appendix 7, titled “Programs/Systems Services Matrix” of this PWS. Operational systems do not include test or development equipment or enclaves. The Service Provider employees shall have certifications as identified in Appendix 16, titled “Service Provider Required Certifications” and/or experiences commensurate with the requirements in paragraphs 1.4 through 1.7.3 of this PWS, to include knowledge of Oracle, UNIX, Sybase, Microsoft Operating systems and other applications specified in Appendix 7, titled “Programs/Systems Services Matrix.” The Service Provider shall be available to perform the services identified in this PWS in accordance with (IAW) the hours of operations identified in paragraph 4.6 Hours of Operation.

1.3.1 Level I Operations and Maintenance Definition: Level I O & M for this PWS consists of conducting system monitoring, basic problem identification, initial troubleshooting, system resets, system backups, and acting as a liaison between customer and applicable Control Centers (e.g. Network Control Center (NCC)).

1.3.2 Level II Operations and Maintenance Definition: Level II O & M for this PWS consists of conducting in-depth troubleshooting and fault isolation, providing technical expertise on all systems, conducting repair and maintenance to preinstalled hardware/software and peripherals, performing user account maintenance, minor software upgrade and patches as directed by Program Management Office (PMO), auditing of system logs, and system metrics gathering/analysis. The term minor, in regards to this PWS, refers to any repairs, upgrades, or other maintenance either not requiring engineering support, does not change the baseline, or if it does require engineering support or change the baseline the work is otherwise approved by the PMO.

1.4. CONFIGURATION MANAGEMENT: The Service Provider shall provide Configuration Management for systems in Appendix 7, titled “Programs/Systems Services Matrix.” Configuration Management consists of ensuring the operational software and hardware is configured in accordance with the delivered systems’ baseline. Configuration Management includes, but is not limited to, providing the required software to affected systems administrators, maintaining an adequate inventory of software in approved baseline, and maintaining a baseline management log.

1.4.1. Inventory Control: The Service Provider shall provide inventory control of the hardware for the systems identified in Appendix 7; current hardware assets (subject to change) identified in Appendix 3, titled “System Specific Equipment Inventory.” Inventory control shall only be required for systems located at Scott Air Force Base and Defense Enterprise Computing Center (DECC) St. Louis. Inventory control includes, but is not limited to, receiving hardware assets, signing for responsibility, performing an annual inventory or as directed by System Managers (SM), properly disposing of hardware asset as directed, adding, deleting, and updating inventory list, and providing written documentation of completed inventory IAW AFI 33-112, Information Technology Hardware Asset Management. Vehicles will be available through vehicle dispatch for use by the Service Provider to dispose of hardware assets provided that Service Provider personnel have a valid government driver’s license and permission through the unit Vehicle Control Officer. The Service Provider shall have personnel with valid government driver’s licenses.

1.4.2. Configuration Management Library: The Service Provider shall maintain a Configuration Management Library (CML). CML consists of web page updates, document control, and software management. CML services include, but are not limited to, obtaining the inventory list from the CML tracking system, comparing the inventory list to the CML, resolving configuration item discrepancies, and sending an annual inventory report to the SM in a format identified by the configuration management plan (CMP).

1.4.2.1. Informational/Support Web Page Update: The Service Provider shall create and update systems’ informational/support web pages identified in Appendix 14, titled “Service Provider Maintained Web Pages” and submit to Webmaster for posting. Web page update services include, but are not limited to, receiving requests for Web page updates from PMO, editing the web page IAW the update request, sending the updated web page to the AMC webmaster to be posted, and verifying updated web page was posted correctly. The Service Provider shall ensure web page updates meet the requirements of HQ AMC web page standards.

1.4.2.2. Document Control: The Service Provider shall provide Document Control services to ensure centralized and version control for all systems’ documents. Document Control service include, but are not limited to, filing documents in the configuration management library, logging the documents into the applicable databases and notifying affected functional areas of document delivery.

1.4.2.3. Baseline Software Management: The Service Provider shall release software IAW software version document releasing instructions and/or PMO instructions. When required, the Service Provider shall create software media to be sent to customer based on Government provided list of users. The Service Provider shall maintain a current listing of all software and licenses under Service Provider control. The Service Provider shall perform configuration item identifications, audits, baseline control, and release control. The Service Provider shall verify that the software loaded on supported systems is the correct version. Monitor non-compliance and provide status to PMs.

1.5. SYSTEMS ADMINISTRATION: The Service Provider shall provide Level I and Level II system administration services for systems identified in Appendix 7. System administration consists of providing customer support, system administration maintenance, and preventative maintenance. System Administration for GCCS applies only to workstation support.

1.5.1. Customer Support: Customer Support consists of Accounts Management and Network Access.

1.5.1.1. Account Management: The Service Provider shall establish new accounts for users and modify existing accounts. Accounts Management includes, but, is not limited to; new account creation, password issuance and resets, establish and modify permissions, and account deletion. Request for new accounts and/or changes and support to existing accounts are received through various requesting systems (e.g. C2 REMEDY, AMS, and GATES Security Service). The Service Provider shall document all accounts created and modified in the requesting system. For system account requests, the Service Provider shall forward requests for approval to the appropriate systems’ approval authority when users request privileges outside of normal requirements identified in the matrix at Appendix 13, titled “System Specific User Allowed Permissions and Functional Approval POCs.” The Government will provide the Service Provider with a list of the system approval authority POCs. The Service Provider shall annually, and as directed by applicable Notice to Airman (NOTAM) or AMC/A6 guidance, validate and authenticate all user accounts to ensure only authorized users have account access IAW Air Force and/or AMC Chief Information Officer (CIO) directives. For GCCS, the Service Provider shall be responsible for administration of accounts for GCCS workstations only.

1.5.1.2. Network Access: When customers with established system/application accounts require network access and assistance, the Service Provider shall assist the customers as required. Network and account access assistance includes, but, is not limited to; providing request for firewall waivers, troubleshooting end-to-end network connectivity issues affecting the operation and performance of systems, and operations and maintenance of the GATES VPN. When end-to-end network connectivity and network access issues arise at other locations in the US or overseas, the Service Provider shall coordinate/track repair efforts. The Service Provider shall track and document all user network access requests in C2 REMEDY.

1.5.2. SA Maintenance: The Service Provider shall install, maintain, upgrade, modify, isolate, and repair servers, workstations and peripherals and system software/hardware identified in Appendix 3, titled “System Specific Equipment Inventory.” When maintenance repairs and/or technical issues arise that are beyond the expected capabilities of level I or II operations and maintenance of the Service Provider, the Service Provider shall request Level III assistance through the appropriate work center/activity. The Service Provider shall coordinate all maintenance actions and schedule system outages with each SM and HQ AMC Maintenance Coordinator. The Service Provider shall notify the MAJCOM/Air Force Forces Communication Control Center (M/ACCC) when the system is operational and available to the user. The Service Provider shall provide an after action report describing maintenance actions to the M/ACCC IAW M/ACCC format. The Service Provider shall ensure full data and system recovery to operational status upon completion of maintenance and/or recovery actions. The Service Provider shall document and track all maintenance actions in C2 Remedy and provide status to the SM on a monthly basis or as requested by the Functional Commander (FC).

1.5.2.1. SW/HW Repairs: The Service Provider shall perform Level I and II support on software and hardware not supported by an existing warranty, support agreement or contract. Current agreements are listed in Appendix 6, titled “Government Furnished Service/Contracts,” but are not all inclusive and are subject to change. For systems that require repairs off of Scott AFB the Service Provider shall be required to travel to CONUS/OCONUS identified in Appendix 8, titled “Service Provider Required Travel.” The Service Provider shall notify the appropriate systems manager of system down-time IAW the established systems manager reporting procedures. The Service Provider shall document all repair actions in C2 REMEDY for status tracking purposes.

1.5.2.2. Hardware & Software Upgrades: The Service Provider shall install software and hardware upgrades as directed by the Time Compliance Network Orders (TCNO) and/or PMOs. The Service Provider shall ensure systems are returned to operational status upon completion of upgrade and/or maintenance. For GCCS, the Service Provider shall be responsible for configuration of workstations only.

1.5.2.3. Preventative Maintenance: The Service Provider shall employ effective and innovative preventative maintenance practices to allow for identification and mitigation of potential network issues that may cause system failure or downtime. Preventative maintenance consists of, but, is not limited to; defragging hard drives, maintaining a clean server and server area within Service Provider’s control, and checking for both visual and audible alarms and signals. The Service Provider shall conduct trend analysis to identify recurring failures and provide this information to the SM and/or PMO monthly.

1.5.3. System Monitoring: The Service Provider shall monitor systems to ensure system availability and identify potential problems. When a problem is identified, the Service Provider shall initiate repair/resolution actions. The Service Provider shall monitor the specific requirements as identified by the SM and Appendix 7, titled “Programs/Systems Services Matrix.” To prevent service failures to the user, the Service Provider shall monitor User Load Balance, for those systems identified in Appendix 7 with the load balancing capability, and adjust and direct users to alternate sites/enclaves as required.

1.6. Help Desk: The Service Provider shall provide 24/7 help desk support to users of the systems identified in Appendix 7, titled “Programs/Systems Services Matrix.” The Service Provider shall be responsible for responding to a myriad of customer issues and requests. Customer requests come from various sources e.g. e-mail, classified and unclassified telephone and walk-in. As part of Help Desk support, the Service Provider shall provide customer support, and trouble ticket tracking. The Service Provider shall track and monitor all customer support requests and data-flow troubleshooting actions in C2 REMEDY and/or the Government provided tracking system. The Service Provider shall provide systems customers with the most current status of their submitted C2 REMEDY tickets when requested. The Service Provider shall notify the appropriate work center if the customer provides additional information to the C2 REMEDY ticket submission. In addition, the Service Provider shall run a daily C2 REMEDY ticket status report and forward to the appropriate Web Master for web page posting. The Service Provider shall notify the appropriate systems manager of system outages when system threshold are met IAW Appendix 12, titled “System Specific Outage Threshold.”

1.6.1. Customer Support: The Service Provider shall provide customer support to new and existing users of systems listed in Appendix 7, titled “Programs/Systems Services Matrix.” Customer support consists of, but is not limited to, password resets, assisting with new account establishment, providing customers with setting up account features, accessing accounts, and identifying technical interface and system level issues. When the user request can not be resolved at the help desk, the Service Provider shall forward the request to the appropriate work center/activity for resolution. The Service Provider shall ensure all customer requests are logged and tracked in the C2 REMEDY system. The Service Provider shall provide the status of C2 REMEDY trouble tickets when requested by users, M/ACCC, NCC, SMs, help desks at other locations, and HQ AMC/A6. The Service Provider shall make notifications to the M/ACCC for Operations Reportable tickets IAW guidelines provided in Appendix 12.

The Service Provider shall follow up with customers once per shift while ticket is open and coordinate with customer for resolution and ticket closure.

1.6.2. Data Administration: The Service Provider shall provide data administration to include determining/analyzing customer requirement, changing the data as requested with minimal negative impact, and maintaining a historical data administration log.

1.6.3. Automated Call Distribution (ACD) System: The Service Provider shall update the ACD call routing menu to ensure calls are accurately routed to the appropriate location. The Service Provider shall contact the 375th Communications Squadron, Telephone Maintenance shop, to coordinate problems with the ACD system.

1.7. DATABASE ADMINISTRATION (DBA): DBA consists of conducting account maintenance, database monitoring, and performing database maintenance.

1.7.1. Account Maintenance: Service Provider shall provide DBA Account Maintenance for world wide customers supported by the systems identified in Appendix 7, titled “Programs/Systems Services Matrix.” DBA account maintenance includes, but, is not limited to create/delete, modify, unlock/lock and reset passwords for user accounts.

1.7.2. Database Monitoring: The Service Provider shall provide database monitoring for the systems identified in Appendix 7, titled “Programs/Systems Services Matrix.” Database monitoring includes, but, is not limited to monitoring local and remote sites, reviewing database logs and opening trouble tickets for all identified problems.

1.7.3. Database Maintenance: The Service Provider shall provide Level I and Level II database maintenance for databases identified in Appendix 11, titled “Service Provider Maintained Databases” (subject to change based upon mission requirements). Database maintenance consists of database dumps, database table maintenance, re-indexing databases, and database replication maintenance IAW Industry Standards and/or the applicable database maintenance guidance provided by the PMO. Guidance provided by the PMO takes precedence over Industry Standards. When a database problem is identified, the Service Provider shall correct the problem and return the database to operational status. The Service Provider shall notify the appropriate work center/activity to initiate corrective actions beyond Level I and II maintenance.

SECTION C-2 SERVICES SUMMARY

CONFIGURATION MANAGEMENT

Configuration management library includes all systems’ required information and a 98% accuracy rate is maintained.

Note: Where applicable, the service provider is not responsible for the web master posting information to the appropriate web page only providing that information to the web master.

SYSTEM ADMINISTRATION

Exceptions: Network failure at distant locations to include power, communications, environmental conditions, scheduled/unscheduled maintenance and/or outages due to new software problems.

When directed by PMO or SM that the upgrade is critical the standard is 100%.

Exceptions: Network failure at distant locations to include power, communications, environmental conditions, scheduled maintenance and/or delays due to software problems.

HELP DESK

Accurate documentation, routing and resolution of customers’ request

DATABASE ADMINISTRATION

Exceptions: Network failure at distant locations to include power, communications, environmental conditions, scheduled maintenance and/or outages due to new software problems.

SECTION C-3 GOVERNMENT FURNISHED PROPERTY

3.1. GOVERNMENT-FURNISHED PROPERTY: The Government will provide GFP in the following categories: Government Furnished Equipment (GFE), Government Furnished Information (GFI), Special Test Equipment, and Government Furnished Facilities (GFF). GFE includes: equipment, materiel, supplies, Automated Data Processing Equipment (ADPE), software, telephones, and applicable warranties and services. The Government will provide the necessary facilities, workstations, and desktop systems required for the Service Provider to perform the services identified in this PWS.

3.1.1. Government-Furnished Facilities Space: The Government will furnish or make available facilities as described in Appendix 5, “Government Furnished Facilities.” If the Service Provider chooses to use Government facility space, the Service Provider shall maintain all such space in a neat, clean, orderly, and sanitary condition. Government provided facility space shall be kept free from accumulations of waste material and debris at all times. All areas shall be subject to fire, safety, and health inspections at any time. The Service Provider shall be responsible for correcting any cited violation within 2 working days. The Service Provider shall return the space to the Government in the same condition as received, fair wear and tear and approved modifications excepted. The space provided shall be used only in the performance of this contract IAW AFH 32-9007 Managing Air Force Real Property. The Government retains the authority to modify or realign facilities and space provided to the Service Provider based on current Air Force guidelines, AFH 32-1084 Facility Requirements, for space utilization, mission, and personnel requirements of the Service Provider. The Service Provider shall only use the minimum amount of Government-furnished facility space to realize operational and cost efficiency required to accomplish the 375 CSPTS mission.

3.1.1.1. Hazardous Conditions: The Government will furnish or make available space described in Appendix 5, “Government Furnished Facilities.” Government facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA). Any hazards for which work-arounds have been established are included in Appendix 5, “Government Furnished Facilities.” The Government will correct these hazards according to base-wide Government developed plans of abatement taking into account safety and health priorities. A higher priority for correction will not be assigned to the facilities provided hereunder merely because of this contract initiative. The identification of any hazardous conditions does not warrant or guarantee that no other possible hazards exist, or that the work-around procedures currently employed will be adequate to meet the responsibilities of the Service Provider. Compliance with OSHA and other applicable laws and regulations for the protection of employees is exclusively the obligation of the Service Provider. Further, the Government will assume no liability or responsibility for the Service Provider's compliance or noncompliance with such requirements, with the exception of the aforementioned responsibility to make corrections according to approved plans of abatement subject to base-wide priorities.

3.1.1.2. Alterations of Government Furnished Facilities: Before any modification of the facilities performed by the Service Provider at his or her expense, the Service Provider shall provide the CO documentation describing, in detail, the modification requested. No alterations to the facilities shall be made without specific written permission from the CO. In the case of alterations necessary for compliance with the OSHA, such permission will not be unreasonably withheld.

3.1.1.3. Condition of the Premises: Service Provider shall inspect and know the condition of the premises. It is understood that the conditions are identified in the contract as is, where the condition without any warranty, representation, or obligation on the part of the Government to make any alterations, repairs, or improvements. The parties will jointly perform and sign a Physical Condition Report at the beginning of the contract period. At the end of the contract, the parties will jointly perform and sign a Physical Condition Report to document the condition of the premises at that time. Service Provider will be provided a copy of the reports.

3.1.1.4. Environmental Baseline: The Government shall perform a Site Specific Environmental Baseline Survey (EBS) thirty (30) days prior to Service Provider performance documenting the known history of property regarding storage, release, and disposal of hazardous substances. Upon cancellation or relinquishment of this contract, another EBS will be performed by the Government, which will document the environmental condition of the property at that time. A copy of the surveys will be made available to the Service Provider. Service Provider is responsible for all costs of environmental remediation necessitated as a result of its use of the property.

3.1.2 Government Furnished Equipment

3.1.2.1. Equipment listed in Appendix 2, titled “Government-Furnished Equipment – Individual Use,” will be provided to the Service Provider for use under this contract. The Service Provider shall assume all responsibility for this equipment. The GFE will be replaced by the Government and shall be returned to the Government equipment custodian.

3.1.2.2. Equipment listed in Appendix 3, titled System Specific Equipment Inventory, will be available to the Service Provider for use in fulfilling the requirements of this contract. The Service Provider shall be responsible for maintenance of this equipment when authorized by the Government PM with replacement parts provided by the Government PM.

3.1.2.3. The Service Provider and a Government representative (identified by the CO) shall conduct a joint inventory of all GFE within 10 working days after contract start, within 10 working days of the start of any option periods, and NLT 10 working days before termination or completion of the contract. The Service Provider shall sign a receipt for all equipment provided by the Government. The Service Provider shall label each piece of equipment with a unique identifier. Items of equipment missing or not in working order shall be recorded and the CO notified in writing. The Service Provider and the Government representative shall jointly determine the working order and condition of all equipment and document their findings on the inventory. In the event of a disagreement between the Service Provider and the Government representative on the working order and condition of equipment, the disagreement shall be treated as a dispute under the contract clause titled Disputes.

3.1.3 Government-Furnished Property and Materials

3.1.3.1. If the Service Provider chooses to utilize the space provided by the Government, the Government will furnish an initial inventory of property as listed in Appendices 2 and 3. The Service Provider and a Government representative designated by the CO shall inventory this property NLT 10 working days after contract start. Any missing items shall be annotated on the inventory and the CO notified. Any disagreements between the Service Provider and the Government representative on the property inventory shall be treated as a dispute under the contract clause titled Disputes.

3.1.3.2. If the Service Provider chooses to utilize the space provided by the Government, the Government will provide approximately a 30 day stock level, as referenced in Appendix 4, of administrative office supplies to include: pens, pencils, paper, notepads, markers, staples, staplers, paper clips, binders, printer cartridges, and floppy diskettes for use onsite in the execution of this contract. Items not included in this list will not be made available without written Government approval. In addition, the Service Provider shall develop procedures to prevent fraud, waste, and abuse of Government resources.

3.2. GOVERNMENT FURNISHED SERVICES AT GOVERNMENT FACILITIES

3.2.1. Utilities: The Government will furnish and maintain utilities in buildings where space is provided to the Service Provider. The utilities include heating, fuels, gas, electricity, fiber optic cabling, water, and sewer.

3.2.2. Telephone Services: The Government will provide class “A” phone lines with Defense Switched Network (DSN) access for official calls only. The Government will only provide long-distance services officially required to perform the activities described in Section C-1, titled Description of Services.

3.2.3. Automatic Call Distribution (ACD) – Call Center Management Information System (CCMIS): The Government will provide the Service Provider access to the existing ACD system and the CCMIS (described in Appendix 7, titled “Programs/Systems Services Matrix”) in order for the Service Provider to fulfill the requirements as set forth in this solicitation.

3.2.4. Postal Installation Distribution: Official Government or Service Provider mail that is generated as a result of performance of this contract shall be handled via the Base Information Transfer Center (BITC).

3.2.5. Custodial Service: Custodial service shall be available for the provided facilities space, thereof, to the extent provided by the custodial contractor.

3.2.6. Refuse Collection: In non-secure areas, the Government will provide refuse collection from Government provided trash containers located in or at Government buildings. The Service Provider shall be responsible for placing trash in these containers. The Service Provider shall not dispose of flammable liquids, mineral spirits, oil, lubricants, and other flammable or hazardous material in trash containers. The Service Provider shall be required to comply with all installation recycling programs.

3.2.7. Security Police and Fire Protection: The Government will provide police and fire protection.

3.2.8. Government LAN Access: The Government will provide LAN access to the Service Provider for the purpose of fulfilling the requirements of this solicitation according to AFI 33-115, Volume 1, Communications and Information-NETWORK OPERATION (NETOPS) (refer to Appendix 9, titled “Government Required Publications and Forms”).

3.2.9. Service Provider Required Travel: Any program specific travel will be funded by the specific program unless otherwise identified in Appendix 8, “Service Provider Required Travel.”

3.2.10. Printing Services. The Government will provide printing services in support of the PWS and the Service Provider shall follow required procedures.

3.2.11. Copiers. The Government will provide copier services in support of the PWS and the Service Provider shall follow required procedures.

3.2.12. Graphics. The Government will provide graphics services in support of the PWS and the Service Provider shall follow required procedures.

3.3. GOVERNMENT-FURNISHED SYSTEMS: The Government will provide the Service Provider with access to the systems described in Appendix 3, titled ”System Specific Equipment Inventory.” These systems will remain the property of the Government.

SECTION C-4 GENERAL INFORMATION

4.1. SERVICE PROVIDER PERSONNEL

4.1.1 Site Manager

4.1.1.1. The Service Provider shall provide a Site Manager who shall be responsible for the performance of the work. The name of the Site Manager and alternate(s) who shall act for the Service Provider when the Site Manager is absent, shall be designated in writing to the Contracting Officer (CO). The Service Provider shall ensure all key personnel assigned to this contract meet the minimum requirements specified in the Service Provider’s proposal, in accordance with the generic resumes provided as part of the Service Provider’s staffing approach (this requirement does not apply if a MEO is selected as the Service Provider). The Service Provider shall notify the CO in writing of any changes to key personnel within three (3) workdays after information is known.

4.1.1.2. The Site Manager or designated alternate(s) shall be available during normal working hours within 15 minutes to meet on the installation with Government personnel to discuss problem areas. After normal working hours, the Site Manager or alternate(s) shall be available on station within 1 hour.

4.1.1.3. Language Requirements. The site manager and alternate(s) shall be able to read, write, speak, and understand the English language to the extent necessary in the performance of this PWS.

4.1.2. Service Provider Employees

4.1.2.1. The Service Provider shall provide a work force possessing the skills, knowledge, and training to perform the services required by this PWS. The Service Provider shall identify the minimum requirements for each labor category to be used in performance of this contract. Appendix 18, titled “General Schedule 2210 Information Technology Management Series” is provided for informational purposes. The Service Provider shall not employ individuals identified to the Service Provider by the contracting officer as potential threats to the health, safety, security, general well being, or operational mission of the DoD and its population. This shall include individuals who are a potential threat because of prior felony convictions. All employees shall wear an identifying badge, which shall include as a minimum, the person's name, the person’s picture, and the Service Provider’s company name.

4.1.2.2. Personnel performing work in this PWS, if competition results in private sector performance of the functions, shall remain employees of the Contractor and will not be considered employees of the US Government.

4.1.2.3. All Service Provider employees shall be able to read, write, speak, and understand the English language to the extent necessary in the performance of the work.

4.1.2.4. Employee Rosters. The Service Provider shall provide a list of all employees working under this PWS to the contracting officer (CO) no later than 15 calendar days prior to full contract performance . The roster shall be kept current at all times and changes forwarded to the CO within 10 calendar days.

4.1.2.5. Certifications and Work Experience. The Service Provider shall ensure employees have and maintain any certifications and minimum years of experience acceptable in the commercial market and required by federal, state, and local laws that are necessary to accomplish the requirements of this PWS. Any certifications and minimum years of experience required shall be obtained prior to any employee performing work under this PWS.

4.1.2.6. Employee Dress and Appearance. The Service Provider shall work with the Government on establishing a professional business appearance for employees of the Service Provider based on the customer being serviced.

4.2. EMPLOYMENT:

4.2.1. Current Government Employees. The Service Provider shall not employ any person who is an employee of the United States Government if employing that person would create a conflict of interest or the appearance of a conflict of interest. Additionally, the Service Provider shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval according to DoDR 5500.7, Joint Ethics Regulations (JER). The Service Provider shall not employ any person who is an employee of the Department of the Air Force if such employment would be contrary to the policies in AFI 64-106, Air Force Industrial Labor Relations Activities.

4.2.2. Off-Duty Active Duty Military. The Service Provider is cautioned that off-duty active military personnel hired may be subject to permanent change of station, change in duty hours, or deployment. Military Reservists and National Guard members may be subject to recall to active duty. The abrupt absence of these personnel could adversely affect the Service Provider’s ability to perform; however, their absence at any time shall not constitute an excuse for non-performance under this contract.

4.3. Personnel Security Requirements

4.3.1. The Service Provider (non-MEO) shall complete a security form, DD Form 254, Contract Security Classification Specification.

4.3.2. The Service Provider shall acquire all necessary base passes for Service Provider personnel. Service Provider personnel shall comply with badge requirements IAW Scott AFB Instruction (SAFBI) 31-101, Chapter 4.6, Installation Security Instruction. The Service Provider shall provide employee identification badges, and the Government will provide security badges.

4.3.3. All non-administrative positions in this PWS are classified as Secret IAW Department of Defense Instruction 5220.22-M, National Industrial Security Program Operating Manual. The personnel filling these sensitive positions shall be required to possess DOD security clearances prior to performing work on classified Government systems or products. Service Provider employees located in or needing access to building 1575 are required to possess a secret security clearance. (NOTE: A security clearance higher than that required for the system being supported is sometimes necessary in order to gain access to the particular area in which the support could be given.) The Service Provider will provide required security clearances for Service Provider employees at no cost to the Government. The Service Provider shall ensure all personnel have background checks IAW DoDI 5220.22-M, paragraphs 1.2.3.4 and 1.2.3.5.

4.3.4. If the Service Provider elects to utilize facilities other than the Government facilities space offered in Section C-3 of this PWS, the Service Provider shall ensure all key personnel have a current National Agency Check (NAC) with credit check as required by DODI 5200.2-R, DoD Personnel Security Program.

4.3.5. If the Service Provider elects to accept Government-furnished facilities space offered in Section C-3 of this PWS, the Service Provider shall ensure all key personnel have a current NAC with credit check and all other employees working on the Government site have a current NAC. The Service Provider may be required to escort un-cleared personnel from time to time within their area of responsibility to support Headquarters (HQ) AMC.

4.3.6. The Service Provider shall make available upon request of the CO, a complete listing of their current employees with their level of security clearances.

4.4. QUALITY ASSURANCE: According to the clause Contract Terms and Conditions Commerical Items, Federal Acquisition Regulation (FAR) 52.212-4, the Government may evaluate the Service Provider’s performance under this contract. Any action taken by the Quality Assurance Personnel (QAP) as a result of surveillance will be according to the terms of this contract.

4.4.1. Quality Control

4.4.1.1. The Service Provider shall provide and execute a detailed Quality Control Plan (QCP) for CM, SA, DBA, Help Desk, and VPN which systematically provides for early identification of non-conforming services, develops metrics to track performance trends, and details the corrective actions required to insure timely and acceptable performance.

4.4.1.2. The QCP is implemented by personnel acting independently, who have the authority to monitor quality control and report without prejudice all findings to a higher organizational level for appropriate action.

4.4.2. Performance Metrics: The Service Provider shall create a metric for each performance threshold identified in the Service Summary (SS) located in Section C-2 of this PWS and additional SS items developed by the Service Provider. Performance metrics shall be captured in the QCP and shall clearly articulate how the Service Provider will populate the data required by the components that comprise the metrics. The Service Provider shall take the primary lead in collecting performance data in an “open book” relationship with the Government. The Service Provider and the Government are encouraged to establish a partnering relationship that fosters mutual success of the parties. The Service Provider may use additional performance indicators for managing their processes and operations. The Service Provider shall provide the information, collection, and analysis tools necessary to capture the data required to accomplish performance metrics.

4.4.3 Measuring Customer Satisfaction: Customer satisfaction is one of the most important metrics that the Service Provider is expected to track over time. Customer satisfaction is the common metric to the various performance objectives covered under the contract. The Service Provider shall submit a customer satisfaction measurement process and methodology to the QAP that meets the following criteria:

-Customer satisfaction surveys for each performance objective

-Measure customer satisfaction using three methods:

--Point of service surveys

--Statistically valid random customer sampling

--General customer satisfaction measurement surveys

4.4.3.1. Customer Satisfaction Metrics: The Service Provider shall submit a Customer Satisfaction Measurement Plan to the CO for acceptance after contract award, but before contract start. The plan should demonstrate the Service Provider’s ability to measure customer satisfaction while satisfying the criteria detailed above. In the plan, the Service Provider shall clearly articulate how the Service Provider proposes to address:

-The services that will be surveyed in a general population customer survey

-The services that will be administered under a point of service survey

-The survey tools and process – e-mail, paper, telephone or other

-Random sampling methodology

-Sample size determination

-Survey distribution methods

-Definition of survey scale and “acceptable” performance threshold

-Methods of preparation, coordination, reviewing, distribution, and retention of reports

4.4.3.2. Customer Satisfaction Review: The Service Provider shall be required to review customer satisfaction results with the QAP. Customer satisfaction is a metric and shall be measured by the Service Provider for each performance objective as identified in the SS. The Service Provider may propose satisfaction measurements. When “less than acceptable” ratings are received, the Service Provider shall be required to discuss the ratings at QAP meetings. For such cases, the Service Provider should highlight its perspective on factors driving customer satisfaction and present plans to adjust service levels in order to bring the satisfaction rating up to an acceptable level.