AISS_III_-_RFP_Atch_1_-_PWS.docx

Applications, Infrastructure and Systems Support (AISS) Third Iteration (III) Contract Performance Work Statement (PWS)

Executive Summary

The Air Mobility Command (AMC) is responsible to the National Command Authority (NCA) through the Joint Chiefs of Staff (JCS) and the United States Transportation Command (USTRANSCOM) for the planning and execution of global airlift and aerial refueling missions during peace, crisis, and war. AMC is also responsible for the coordination and exercise of airlift and air refueling strategy, doctrine, and plans under the direction of USTRANSCOM. Crisis and wartime support are provided to the unified and specified commands. As an Air Force (AF) Major Command (MAJCOM), AMC is responsible to the Secretary of the Air Force and the Chief of Staff, Headquarters (HQ) United States Air Force (USAF), for the accomplishment of peacetime airlift and air refueling services in a manner that will promote the emergency and wartime capability of assigned forces and ensure the support of all Department of Defense (DoD) components. In addition, AMC is also responsible for aero medical evacuation operations.

AMC supports the Air Force Mobility mission - "Global Reach." It is difficult, if not impossible, for United States military forces to deploy rapidly or be supported effectively during deployment without the assets and expertise provided by AMC. AMC Command and Control (C2) processes, procedures, and services must be consistent and reliable in peacetime, during contingencies, and throughout the full spectrum of war. Therefore, the Information Technology (IT) resources enabling the efficient and effective management of this C2 capability must also provide these services at the highest levels of availability, integrity, and confidentiality.

Applications, Infrastructure and Systems Support (AISS) is AMC’s answer to meeting these IT challenges by leveraging hardware, software, services, and support resource consolidation. The original AISS contract consolidated 13 support contracts and enabled the first-ever cross-utilization of IT service and support resources in AMC history. The follow-on AISS contract enhanced the level, quality, and depth of services offered while continuing to streamline and improve process, procedure, and service standardization.

This contract will provide systems engineering, migration, integration and sustainment, service lifecycle management, system, network and database administration, training, testing, architecture and system design, configuration and asset management, and information assurance support.

Table of Contents

PURPOSE

HQ AMC/A6’s mission is to provide integrated Command, Control, Communications, and Computer Information (C4I) systems and manage strategic C4I resources in support of AMC’s global air mobility mission. HQ AMC/A6 requires support services for the Mobility Air Force (MAF) C2 Business Systems. The purpose of this contract is to obtain these services.

SCOPE

The services required are in the form of technical and support tasks associated with MAF C2 Business Systems, projects, applications, and infrastructures. In this document the MAF C2 Business Systems may be referred to as programs or systems. These services in total are referred to as AISS. The Contractor will have a direct working relationship with (but no authority over) other contractors.

The Contractor shall provide technical and support tasks required that enable the readiness state of the systems, infrastructure, and services that satisfies the HQ AMC/A6 mission for the identified programs. This contract is composed of the following tasks:

· Task 1 - System Sustainment

· Task 2 - Systems Engineering to facilitate program systems Update, Migration, and Integration

· Task 3 - Information Services

· Task 4 - Enterprise Information Management (EIM)

· Task 5 - Systems Operations

· Task 6 – Version Difference Training

· Task 7 - Agent of the Certifying Authority (ACA) Support Services

· Task 8 - Engineering Support Services

· Task 9 - Configuration Management Support Services

· Task 10 - Mobility Infrastructure Engineering (MIE)

· Task 11 - Client Support Administrator/Functional System Administrator (CSA/FSA) Support

· Task 12 - Risk Management

· Task 13 - Optional Task – Exercise Support Services

· Task 14 - Systems Engineering

· Task 15 - System Design and Documentation

· Task 16 - Testing Support Services

· Task 17 - Information Assurance

The Contractor shall be held to the rates no higher than those proposed, negotiated, and bilaterally agreed to at contract award for any work required for additional support throughout the duration of the contract. The only points of negotiation for any additional support will be skill mix and number of hours.

The current programs that receive support services from AISS include:

· Air Carrier Analysis System (ACAS)

· Advanced Computer Flight Plan (ACFP) (**OPTIONAL**)

· Consolidated Air Mobility Planning System (CAMPS)

· Dynamic Mission Replanning (DMR)

· Enterprise Information Management (EIM)

· Global Air Transportation Execution System (GATES)

· Global Command and Control System (GCCS)

· Global Decision Support System (GDSS)

· Aviation Operational Risk Management (AvORM)

· Exercise Management Console (EMC)

· GDSS Training Site (GTS)/Command and Control Systems Training Site (C2STS)

· Mobility Enterprise Information Services (MEIS) v3.3.3

· MEIS GDSS Object Processor (MGOP) v3.3.3

· Mobility Communication Service (MCS)

· Mobile Service Device (MSD)

· Mobility Air Forces Automated Flight Planning Service (MAFPS)

· MEIS 4

· Systems Integration (SI)

· C2 Enclaves

· United States Transportation Command Reference Data Management (TRDM)

The current locations under the purview of AISS include:

· Scott AFB, IL

· McConnell AFB, KS

· Shaw AFB, SC

· Portland, ME

· Hickam AFB, Hawaii

· Al Udeid AB, Qatar

· Ramstein AB, Germany

· Osan AB, Korea

· Air Mobility Operations Squadron (AMOS) at Travis AFB, CA, McGuire AFB, NJ

· GATES Aerial port locations

· Dover AFB, DE

· Charleston AFB, SC

· Travis AFB, CA

· JB McGuire-Dix-Lakehurst, NJ

· JB Lewis-McChord, WA

· Norfolk NAS, VA

· Ramstein AB, Germany

· Aviano AB, Italy

· Mildenhall RAF, England

· Hickam AFB, HI

· Kadena AB, Japan

· Yokota AB, Japan

· Osan AB, Korea

· Numerous locations worldwide requiring training

· JB McGuire-Dix-Lakehurst, NJ

· Ft. Bliss, TX

· Beale AFB, CA

· Shaw AFB, SC

· JB Lewis-McChord, WA

· Annapolis Junction, MD

· Hickam AFB, HI

· Portland, OR

· Keesler AFB, MS

· Osan AB, Korea

· Niagra Falls ARS, NY

· McConnell AFB, KS

· Ramstein AB, Germany

· Mildenhall AB, United Kingdom

· Travis AFB, CA

· San Diego, CA

· Fairchild AFB, WA

· Dover AFB, DE

· Little Rock AFB, AR

· Dyess AFB, TX

· Naval Air Station Rota, Spain

· Aviano Air Base, Italy

· The above locations are a representative sample of locations previously visited, which accounted for approximately 50 trips per year, spanning 1 to 15 days duration. There may be other worldwide locations that will require training.

Along with Government developed applications, examples of software under the purview of the MAF C2 Business Systems include:

· PHP

· .NET

· JAVA

· NetIQ

· Microsoft (MS) SharePoint

· MS SharePoint Designer

· Compilers

· MS Structured Query Language (SQL)

· Oracle

· Database Management System

· Real Applications Cluster (RAC)

· GoldenGate

· Data Guard

· Fusion Middleware

· Secure Backup

· Sybase SQL and High Availability (HA)

· Sybase Database Management Software

· PostGreSQL

· MongoDB

· Referential Data Management software

· Hazelcast

· DBSync

· Flexera

· Presto

· JBoss

· EAP

· SolarWinds

· BRMS

· RabbitMQ

· IBM Security Access Manager

· Active MQ

· Talend/Bonita

· ESRI ArcGIS server

· IBM WebSeal

· Docker

· Salt

· Tivoli Federated Identity Manager (TFIM)

· WebSphere Application Network Deployment

· ArcServe

· Directory Server

· Windows Operating Systems

· UNIX / Red Hat Enterprise Linux Operating Systems/Solaris

· VMWare

· SharePlex

· ACAS security suite

· TCL

Requirement(s)/Description of Services The operational systems and Enclaves are supported by the 375th Communication Support Squadron (CSPTS) Communications Operations and Maintenance Function (COM-F) contract which provides Level 1 and 2 support. AISS contract provides Level 3 support to restore operational systems once COM-F efforts are exceeded. The BMC Remedy system is used as the tracking system. Some systems reside on the Air Force Network. The Security Manager and support staff is provided by the 375th CSPTS. GCCS has limited security support from 375th CSPTS as GCCS-AF and Air Force Space Command (AFSPC) supply most of the security for this program, 375th CSPTS will perform server scans for vulnerabilities.

Task 1 - Systems Sustainment

The Contractor shall provide systems sustainment requirements in Command and Control (C2) Support Environment (C2SE) and existing legacy systems environments in accordance with (IAW) disciplined engineering practices and sustain applications, databases, and interfaces. Requirements must comply with applicable documents and standards specified in Section 9 of this contract PWS.

The Contractor shall provide support, maintain, and operate systems or services which are compliant with the DoD Information Assurance Certification and Accreditation Process, Risk Management Framework (RMF) and DoDI 8500.2 Information Assurance Implementation or Intelligence Community Directive (ICD) 503 as applicable. The Contractor shall provide requirements management and configuration management.

The Contractor shall design, develop, test and package systems, applications, components, infrastructure and software changes as well as provide problem resolutions for the existing systems already delivered to the Government through development contract vehicles.

· Application – a program designed to perform a specific function directly for the user or, in some cases, for another application program.

· Component – a system resource that encapsulates a set of related functions or data.

· Infrastructure – processing, storage, networks, and other fundamental computing resources where the consumer is able to deploy and run arbitrary software, which can include operating systems and applications.

· System – (1) The organization of hardware, software, material, facilities, personnel, data, and services needed to perform a designated function with specified results, such as the gathering of specified data, its processing, and delivery to users. (2) A combination of two or more interrelated pieces of equipment (or sets) arranged in a functional package to perform an operational function or to satisfy a requirement.

The Contractor shall maintain the current baseline of the system, application, components, infrastructure and provide software change and problem fixes to these baselines as required. The Contractor shall provide to the Government all developed, modified, or converted source modules, processes, programs, scripts, operating instructions, databases, system files, documentation, test files and test conditions used to develop each approved systems, applications, components and infrastructure change request. Specific tasks may include the following:

· Maintain existing systems, applications, components, infrastructure and environments IAW disciplined engineering practices and sustain applications, databases, and interfaces in compliance with applicable AF/DoD standards.

· Support system sustainment activities to include maintaining existing legacy systems and environments and to sustain applications, databases, and interfaces.

· Provide application services to support, maintain, and operate systems, applications, components, infrastructure or services.

Task 2 - Systems Engineering, Migration, and Integration

Systems engineering, migration, and integration requirements must comply with applicable documents and standards specified in Section 9 of this PWS.

The Contractor shall:

· Conduct software security, web services deployment, web services testing, smart phone or other IT device applications and testing, security layer integration, database clean-up, data wrapping, and data conversion in use by programs supported by this PWS.

· Perform system performance tuning, system re-hosting, and integration services within non-production environments.

· Utilize Government-Off-The-Shelf (GOTS) or approved Commercial-Off-The-Shelf (COTS) tools for systems design and development.

· Engineer, operate and maintain prototype applications, models and databases to determine optimal solutions for integration concepts and problems integral to the integration process.

· Develop schedules and implementation plans (specific deliverables identified in the appropriate task area), including parallel operations, identification of technical approaches, and a description of anticipated prototype results.

· Provide assistance to programs that receive support under this PWS as needed to ensure mobile applications being delivered receive their Information Assurance (IA) Certification - Defense Information Assurance Certification and Accreditation Process (DIACAP) or Risk Management Framework (RMF) certification.

Task 3 - Information Services

Information services requirements must comply with applicable documents and standards specified in Section 9 of this contract PWS.

The Contractor shall provide services that maintain new Service-Oriented Architecture (SOA) applications and data services and provide data layer connectivity as delivered by development contract vehicles for testing and deployment in C2SE.

Support of New SOA Applications and Data Services The Contractor shall:

· Establish permissions for information access as directed by Communities of Interest (COI) into the C2SE.

· Support lifecycle management of new SOA-based applications that encapsulate business logic to provide new functional/operational mission capabilities.

Web Services The Contractor shall maintain web services, developed under development contract vehicles, for testing and deployment into the C2SE using standards as defined within the Enterprise Architecture to enable sharing of data across different applications in an enterprise.

Service Lifecycle Management The Contractor shall generate necessary design and implementation artifacts that will support lifecycle management of each service delivered by development contract vehicles for testing and deployment into the C2SE, defined as service development, testing, certification, registration, and sustainment.

The Contractor shall provide a specific list of requirements necessary to modify, expand, or correct operation of the services by accomplishing the following tasks:

· Account for security and IA requirements during this activity; applicable DoD standards must be subscribed and adhered to through this phase and all subsequent phases of the lifecycle.

· Prepare formal change requests containing descriptions and specifications of recommended technological requirements or enhancements, to include scope, details, and system interfacing requirements (A001).

· Develop a cost projection for incorporating each requirement identified in the Requirements Specifications into the appropriate Missions Systems (to include engineering, installation in C2SE , and testing) and present to the AISS Government Lead/Manager for approval (A002).

· Participate in the Release Specification Agreement (RSA) process.

· Provide a schedule for each RSA within a time period agreed to by the Government Lead/Manager.

· Where appropriate, and with AISS Government Lead/Manager approval, engineer solutions for problem reports identified in the RSA to correct noted deficiencies from previous releases.

· Support the use of agile development methods in releases of materials delivered by development contract vehicles.

· Support DoD, USTRANSCOM, and AF Cloud and Virtualization Computing strategies.

· Support MAF services-oriented principles, methods, and strategies.

· Prepare functional and technical use cases for each software and hardware requirement (A003).

· Analyze existing functional and technical use cases, and propose refinements to the same, and submit change requests or problem reports IAW business practices, processes, procedures, systems, and performance measures (A001).

· Provide recommended changes to RSAs.

· Analyze, define, and recommend system(s), application(s), component(s), and infrastructure enhancements, to include scope, details, interfaces, and timing of the technical insertions. This activity requires working and coordinating with all stakeholders, staff, and Government contractors, to include hardware suppliers and third-party application developers in maintaining Developmental Design Drawings (A004).

· Evaluate and recommend fixed and deployable network topologies and connectivity refined through engineering plans within existing Mobility C2, Transportation, and Air Operations family of systems, applications, components, and infrastructure to include Local Area Networks (LANs), Wide Area Network (WANs), communications systems, and related systems (A004, A005, A006 ).

· Support Joint Application Development (JAD) sessions when deemed necessary by the AISS Government Lead/Manager for refinement of requirements; provide minutes from all sessions with any proposed changes to business practices, processes, procedures, systems, applications, components, infrastructure, performance measures, or changes to technical approach or content. No further action is to be taken from a JAD session without written approval from the AISS Government Lead/Manager or designated representative (A007).

· Based on analysis, provide or recommend modifications to the test pass/fail criteria for each RSA requirement for insertion into the RSA and Enterprise test and evaluation plans.

· Conduct requirements review with Government or designated representatives to obtain approvals of techniques and decisions.

The Contractor shall provide maintenance and support to control the entire asset lifecycle, from procurement to retirement. Assets include software, license/maintenance agreements, infrastructure and hardware, as well as support equipment. Provide asset inventory and asset tracking services that track the financial aspects of an asset to include cost and depreciation, as well as contract management aspects including leases, maintenance/warranty agreements and service contracts. The Contractor shall:

· Develop an Asset Management Plan (A008).

· Provide robust Asset Management (AM) for all programs by accomplishing the following:

· Maintain an AM system, ensuring the status of all program assets worldwide are kept current. All hardware/software received, including assets shipped to other locations, shall be tracked, identifying their configurations, the destination location and Point of Contact (POC), person receiving it, licenses/maintenance/warranty agreements, date of shipment, and date of receipt.

· Maintain Government equipment accounts, including accounts for tracking the Automated Data Processing Equipment (ADPE) items in the Asset Inventory Management (AIM) system IAW Air Force Instruction (AFI) 23-111 Management of Government Property in Possession of the Air Force and Air Force Manual (AFMAN) 23-220 Reports of Survey for Air Force Property. Track and account for all Government equipment through the AF AIM system and in the AM system. Ensure compliance with AFIs and other official documents available at http://www.e-publishing.af.mil/.

The Contractor shall provide inventory control of hardware assets. Inventory control includes appointment of Equipment Custodians (ECs), receiving hardware assets, performing an annual inventory, maintaining accountability, properly disposing of hardware assets as directed, adding, deleting, and updating the AM databases in a timely manner, and providing written documentation of completed inventory (A008) as directed by AFMAN 33-153 IT Asset Management (ITAM) http://static.e-publishing.af.mil/production/1/saf_cio_a6/publication/afman33-153/afman33-153.pdf.

The Contractor shall:

· Support common practices for ordering assets, tracking orders and assets, and, for hardware/equipment, tagging the assets. Interface at various organizational levels in order to support this task. As the Subject Matter Expert (SME), provide Government with recommendations for improving processes and procedures (A008).

· Maintain a current inventory of all assets and their locations and will provide the inventory to the Government (A009).

· Track distribution of baseline and AISS-owned software licenses or identify where the baseline software licenses are tracked.

· Notify the teams monthly of licenses and maintenance/warranty agreements that will expire within one year. If the agreements have not been renegotiated, notify the teams again at six months.

· Perform local equipment custodial duties. (Local equipment custodial duties cover equipment within the 100 mile radius of Scott AFB).

· Ensure the teams and non-AISS ECs have access to the AM database to add or update all assets installed at other locations not supported by the AISS Contractor, allowing for a central source of information for the programs.

· Function as a single POC for any equipment issues.

· Ensure Operations and Maintenance (O&M) functions have access (access list provided by the IASS Government Lead/Manager) to the warranty/maintenance information available in the AM database.

· Provide the programs with monthly reports identifying maintenance/warranty agreements expiring within the next year. When required by the teams, assist by soliciting quotes from qualified hardware maintenance vendors to determine the lowest maintenance/warranty cost and providing these to the teams for their procurement actions.

· Support the disposition and disposal of assets, to include the processing of lost/stolen/destroyed assets and lease expiration activities.

· Maintain equipment; ship and receive equipment; maintain shipping, receiving and accounting documentation.

· Ensure logistics support for other than North Atlantic Treaty Organization (NATO) countries complies with the international agreement of the host nation.

· Ensure technical data submitted with limited rights, restricted rights, and copyrights shall be marked IAW DFARS 252.227-7013. For other deliverable items, marking shall be IAW MIL-STD-129 current edition, “Marking for Shipment and Storage”.

· Ensure preservation, packaging, and shipping of deliverable items are IAW the best commercial methods to prevent deterioration and damage during shipment, handling, and storage, and to ensure safe arrival at destination.

· Ensure distribution markings are IAW the latest edition of DoD Directive 5230.24

· Move equipment when required by the COR or appropriate Government official (approximately twice per week), in the local area (within 100-mile radius of Scott AFB). A Government vehicle will not be provided. The Contractor accepts transfer liability when transporting the equipment.

· Develop, implement, and maintain a Government-approved process to be followed for delivery of items received.

· Develop, document, and maintain shipping processes.

· Coordinate, operate, and maintain the local equipment storage facilities located on or around Scott AFB supporting 4 operational and 3 test enclaves. The operation of these facilities consists of storing in an organized manner, tracking, delivery, and disposal of equipment for Scott AFB and the local area (100-mile radius from Scott AFB).

· Manage software license agreements minimizing software licensing expenses, while remaining compliant with the agreements’ terms and conditions. Include the general terms and conditions, benefits, strategic and tactical directions, license ordering information, internal billing process, pricing, deployment, and support of the products included in the agreement. Respond to questions and issues from the Government and initiate the discussion of issues with the supplier.

· Provide support in Government negotiation of software license agreements with suppliers to obtain quotes, favorable terms, conditions and pricing.

· Support procurement activities for software products identified as “approved” or “alternative” and advise which products have been identified as “avoid.” Support programs with the responsibility for determining the strategic use of software products. The Air Force Approve Software List is located at: https://cs.eis.af.mil/afdaa/Lists/COTSGOTS%20Software/EPL.aspx

· Maintain familiarity with the current Information Technology Asset Management (ITAM) Handbook (AFI 33-112 and AFI 33-114).

Vocabulary Management The Contractor shall recommend the development of vocabularies, to include developing schemas (e.g., use of Universal Core), semantic models, logical data models from structured repositories, and vocabularies that describe content in unstructured or semi-structured information assets. This approach will ensure deliverables under this contract are standardized in language for DoD-wide use.

3.4 Task 4 - Enterprise Information Management (EIM)

The Contractor shall support systems, applications, components, and infrastructure designed to leverage the capabilities currently provided for by MS Office SharePoint Server 2007, 2010, 2013, Designer, and other tools to deliver key services.

For EIM, provide MS SharePoint SMEs for each of the services. Provide Out-of-the-Box configurations, integration with the EIM framework, and custom development for classified and unclassified EIM systems. EIM includes, but is not limited to, the following types of services:

· eRecords Management (eRM) based on Hewlett Packard Records Management (HPRM).

· Task Management Tool (TMT) based on MS Dynamics Customer Relationship Management (CRM).

· AMC Dashboard (AMC-D) Support: Developed by EIM to meet AMC/CC & CV requirements to align MAJCOM activities to AMC’s vision and strategy.

· Appointment Letter Management Tool (ALMT)

· Electronic Routing System (ERS)

3.5 Task 5 - Systems Operations

Systems operations requirements must comply with applicable documents and standards specified in Section 8 of this PWS.

The Contractor shall accomplish the following tasks in the manner and schedule described in this PWS for the non-production environments. In the absence of specific contract or Government requirements, the Contractor shall use software and hardware industry standards and industry best practices, which include Capability Maturity Model Integrated (CMMI) for Systems Engineering, Software Engineering, and Integrated Product and Process Development, ITIL®, MIL-STD-100G; Engineering Drawing Practices and ASME Y14.100M; Engineering Drawing Practices. The Contractor shall provide operational support services such as, database administration, systems administration, version difference training, and help desk support of both legacy and new applications and systems, applications, components, and infrastructure IAW AFI 33-115 Network Operations and DoD 8570.01M Information Assurance Workforce Improvement Program.

Non-Production Environments (testing and training) include the following:

· Engineering Environments: Maintain Contractor product engineering environments.

· Experimentation/Prototype Environment: Maintain functional experimentation suites in support of AMC/A6 obligations.

· Testing Environment: Maintain all test and simulation labs used by MAF C2, Business Systems. Environment shall be fully controlled and provide testing against Production Baselines (PBLs) and Test Baselines (TBLs).

· Exercise Environments: Maintain operationally-ready exercise suites for systems, applications, components, and infrastructure.

· Verification and Validation (V&V) Environment: Maintain operationally-ready V&V suites for Air Operations Center (AOC) Theater Battle Management Core Systems (TBMCS) exercise and training.

3.5.1 Database Administration

The Contractor shall provide database administration support for logical and physical database designs. The Contractor shall create and test backups of data, provide data cleansing services, provide performance tuning and active monitoring, verify data integrity, implement access controls to the data, ensuring maximum availability and performance within the non-production environment. The Contractor shall assist developers of data exposure services to efficiency and effectively use the database.

3.5.2 System Administration

The Contractor shall provide a wide range of system administration services which may include, installing, supporting, and maintaining servers or other computer systems, planning for and responding to service outages and other problems. The Contractor shall quickly and correctly diagnose software and hardware failures and follow through to resolution. The Contractor shall assist in the prevention of computer hacking and other security problems by implementing preventive measures in compliance with AF guidelines. The Contractor shall ensure all firewalls and intrusion detection or other information assurance systems are fully functioning as intended and are kept current. The Contractor shall monitor the performance of the system(s), application(s), component(s), infrastructure and resolve any issues related to the efficient and effective use of the system in general. The Contractor shall support the Government in addressing contingent and emergent IT system outage conditions with any necessary services until resolution of the condition. This support may extend to relocation, reallocation, replacement, or reconstruction of IT systems, components, applications, infrastructure and software. Travel may be required to support these contingent and emergent conditions.

The Contractor shall provide the following support services:

· Provide technical administration and environment support services to the production and non-production environments.

· Coordinate all scheduled maintenance outages with appropriate agencies.

· Execute performance tuning.

· In observation of AF, USTRANSCOM and DoD policies, maintain, update, and exercise system Contingency Plans/Continuity of Operations Plans (COOPs) and environments according to the prescribed schedule mandated by the system’s Mission Assurance Category (MAC) Level (A010).

· Verify the capability of existing hardware to accommodate the application changes; identifying the need to acquire/change/additional COTS software, hardware or software licenses, recommending any infrastructure changes necessary, i.e., facilities, Heating, Ventilation and Air Conditioning (HVAC), electrical; validating the fielding schedule and the type of training that will be necessary.

· Support Project Support Agreement efforts.

· Coordinate and execute installation and fielding of delivered products, hot fixes, and upgrades.

· Develop and provide detailed fielding plan (A011) for all fielding activities and identify / coordinate outages.

· Field only approved PBLs.

· Ensure all PBL software and documentation used in the fielding is obtained ONLY from configuration management,

· Coordinate installation and fielding activities with the 375 CSPTS (or its successor/designated agencies).

· Develop and provide to the Government operations and troubleshooting procedures suitable for Government’s Level 1 and Level 2 Support Entity.(A011)

· Monitor, respond to, and update trouble tickets as appropriate. Provide ad-hoc trend analysis of tickets.

· Recommend and assist in the analysis of production performance metrics.

· Coordinate all system, application, component, infrastructure problem(s) and outage resolution activities with relevant agencies and offices and provide detailed documentation upon their resolution.

· IAW the Government Integrated Master Schedule (IMS) (A012), prepare and coordinate environments and schedules, and ensure sufficient resources are planned and do not conflict. All unresolved conflicts must be elevated to the Government following the guidance in the A6I Communications Plan.

· Ensure identified requirements for the test and exercise environments are captured, documented, and verified prior to the required event.

· Assess performance of new products in conjunction with stakeholders; provide analysis and recommendations in preparation for product/release fielding determination.

· Provide technical administration of environments utilizing Government-authorized tools and methods.

· Monitor and maintain system, application, components, infrastructure backups and libraries.

· Maintain configuration control of all environments.

· Perform system, application, component, infrastructure and software monitoring, as well as performance tuning.

· Ensure the environments are in operational state prior to the scheduled event requiring its availability.

· Maintain load balancing and fail over procedures utilizing provided tools.

The following subtasks are associated with and define the typical modernization activities (A005). Based on guidance from the appropriate AISS Government Lead/Manager and in coordination with stakeholders, the Contractor shall analyze, plan, and recommend system, application, component, infrastructure requirements and timing for the insertion of new technology received from development contract vehicle via the RSA and baseline description (A013).

· Prepare or modify architecture, updating the architectural and facilities drawings (A004, A014, A006).

· Perform technical software update, upgrade, or refresh in order to maintain environment currency.

· Annually or as requested by AISS Government Lead/Managers, prepare 18-month forward-looking Technology Refresh Plan, to include hardware, software, infrastructure, and configuration changes; project impact to the systems, applications and components (A011).

· Prepare, review, and update architectural diagrams, and facility and environmental service diagrams for all operating locations. Diagrams must be reviewed annually to determine accuracy (A004, A014).

3.5.3 Engineering Help Desk Support

The Contractor shall provide Help Desk support for technical assistance, support of multiple software versions, training, warranty and maintenance in accordance with Table X and Appendix A.

Table X Help Desk Support

Service Name

3.5.3 Help Desk Support

O = Normal Duty Hours X = On-call 24x7x365 & Normal Duty Hours 3 = Level 3 2 = Level 2

x3

X23 x3 x3 x3 x3 x3 x3 x3 x3

375 CSPTS COM-F contract provides Level 1 and 2 Help Desk and elevates problems to Level 3 when outside the contractual obligations of COM-F. Remedy is currently used as the trouble ticket tracking system for passing troubleshooting information from Level 1 or 2 to Level 3 Help Desk.

· Level 1 – Applies basic knowledge of Information Technology (IT) concepts, practices and procedures within the Computing Environment (CE).

· Level 2 – Applies knowledge and experience with standard IT concepts, practices, and procedures within the CE.

· Level 3 – Expert in all functions of both Level 1 and Level 2 positions. Applies extensive knowledge of a variety of IT field’s concepts, practices, and procedures to ensure the secure integration and operation of all enclave systems.

3.6 Task 6 - Version Difference Training

The Contractor shall provide on-site version training at Government and Contractor locations, tailored to the specific requirement. The Contractor shall allow the Government to videotape on-site version training so the Government can use the tapes to conduct follow-on training of newly assigned personnel at that site.

Version difference training is defined as training that provides the necessary knowledge, skillset, hands-on practice, and other capabilities dealing with a new version release that a current user requires to maintain his or her performance level using the new version of a program’s software. It is important to note that version difference training is not the same as new user training. Version difference training shall address change between contract and new versions that affect a user’s experience with the software. Version difference training shall be available only to current users with the proper training and knowledge to use the current version of a program’s software.

When a requirement for training is identified, the Contractor shall submit, for requesting AISS Government Lead/Manager approval, a Training Plan (A016) and lesson plan (A015). The Government will specify the scheduling and location of the training course(s). Training may be conducted on Scott AFB or at remote locations worldwide at the discretion of the teams.

Under certain conditions, prototype lab site configurations shall be setup at the Contractor’s facility and used not only for verification and validation but also as a training site for selected users.

The Contractor shall develop, maintain and/or update student and instructor training materials (A015). This may include computer-based training (CBT), lesson plans and handouts, manuals, train-the-trainer material, textbooks, workbooks, manuals, evaluation forms and other documentation (A015). This may include delivering copies of these materials to the extent specified in the contract. For training development that is provided under a contract, the Contractor shall allow the Government to reproduce and distribute Contractor customized training materials, at no additional cost to the Government. The Contractor shall allow that follow-on version training for newly assigned Government personnel may be conducted by Government trainers. The Government owns all rights to the current and future training materials developed by the Contractor at Government expense. Examples of version training requirements may include a combination of CBTs, classroom lecture, demonstration, hands-on experience, and manual/documentation familiarization for each student. The Contractor shall ensure version training stays current with the services offered throughout the life of the contract. The version training shall not contain proprietary information and may be augmented/altered by the Government after delivery.

The Contractor shall provide version difference training to the Functional and Technical help desks, technical support, testers, and field units. For EIM training, this will include End-Users, Content Managers, and System Administrators.

The documents and artifacts, listed in Table 1, Training Support Service Deliverables, are required in satisfying this task. Deliverables are directly traceable to the training support services.

Table 1 Training Support Services Deliverables Deliverables

Differences Training Guide (A015)

Training Plan (A016)

Lesson Plans (A015)

AISS Training Syllabus (A015)

Training Needs Assessment (TNA) (A017)

Computer Based Training (CBT) Course (A015)

User Manuals (A015)

All Other Training Materials (A015)

The Contractor shall, in conjunction with the tasks above, plan and conduct functional, technical, and end-user training, accomplishing the following tasks as appropriate (A017, A015):

· Analyze enhancements as identified in RSAs for learning opportunities and determine the impact to training.

· Plan, organize, and coordinate training courses to support all systems, applications, components and infrastructure (except GCCS) within the AISS scope-of-effort (A016).

· Develop, identify enhancements to, update, and maintain all course materials, including lesson plans, difference guides, user manuals, Computer Based Training (CBTs) and other training documents (A015).

· Assign version numbers to training media where appropriate. Maintain all training documentation in the CML.

3.6.1 Training Execution

The Contractor shall provide an sufficient number of instructors and training materials to conduct training either at Scott AFB or remote training locations throughout the world as requested by the Programs supported by this contract.

· Coordinate and schedule training events with customers.

· Distribute training media as planned and coordinated with the appropriate program AISS Government Lead/Manager.

· Provide just-in-time training at MAF C2, Business Systems-equipped units.

3.6.2 Training Quality Assurance

The Contractor shall perform the following activities to ensure highest quality of training:

· Course Exit Data Collection – after the completion of each course, the Contractor shall:

· Solicit student and community feedback/assessment on training effectiveness.

· For classroom training and CBTs obtain written course assessments.

· Maintain copies of all course assessments.

· Provide a monthly summary of the student course assessment (A026).

· Maintain a lessons learned file to be used for training course improvement.

· Formal Reviews – The Contractor shall support the requested review activities:

· Support Curriculum Review Boards.

· Participate in Instructional System Design reviews as described in Air Force Manual (AFM) 36-2234 (Instructional System Development) and AMC supplements.

· Continuous Knowledge Update

The Contractor shall demonstrate to the Government its Training Program Development and Management Plan to maintain trainer and training material effectiveness with respect to customer’s actual usage and processes (A016)

3.7 Task 7 - Agent of the Certifying Authority (ACA) Support Services

ACA support services requirements must comply with applicable documents and standards specified in Section 8 of this contract PWS.

The Contractor shall provide support services for those customers seeking assistance in obtaining Information System Certification & Accreditation. Capabilities include both testing and validating functions of implemented IA controls, functions that may potentially overlap with existing Information Assurance Manager/Officer IAM/IAO personnel functions assigned to Information Systems (IS).

· ACA support with IAM/IAO functions seeking an authority independent of the program to perform both testing and validating of any existing IS security controls put in place by the IS developers. If mitigations to remaining IS vulnerabilities are required, the ACA possesses the necessary skills to recommend additional security controls for program personnel to implement so that the ACA could subsequently re-test and validate.

· ACA support without IAM/IAO functions seeking an authority independent of the program to perform validation of security controls implemented and tested by IAM/IAO personnel before the AF-CA can certify the IS for accreditation at the appropriate Designated Accrediting Authority (DAA).

Engineering Requirements

Task 8 - Engineering Support Services The Contractor shall provide technical engineering solutions to maintain the capabilities described in existing system or software documentation and to implement/transition downward-directed, mission-essential requirements to an operational state, for those systems, applications, components, and infrastructure identified in APPENDIX A. Technical engineering support services include, network, system, storage, backup and database administration; network infrastructure management; data backup and restore capabilities, maintenance including software, hardware, and security related upgrades/patches. The Contractor shall in response to the requirements, provide a cost proposal, rough order of magnitude (ROM) back to the Government program manager (A002) for vendor-developed engineering solutions. Engineering solutions outline a technical approach, required resources, and a timeline for implementing a solution to a requirement. (A005) The team then formalizes what requirements are officially included in the release. It should be understood that all requirements are not equal in level of effort and cost required to implement.

The Contractor shall provide technical engineering support utilizing commercial best practices to develop engineering solutions from designs accepted by the Government. Examples of commercial best practices include: Capability Maturity Model (CMM) and Information Technology Infrastructure Library (ITIL®). The solutions shall consider the following:

· Security and IA requirements. Applicable DoD standards must be satisfied by activities in this phase and proven in the remaining phases of the lifecycle. Develop, test, and document solutions, including refinements of business rules, that do not interfere with currently-fielded systems, applications, components, infrastructure and releases (A011).

· Configuration Management (CM). For engineered solutions provide sustainment and CM of the Logical Data Model (LDM)/ Physical Data Model (PDM) (A019). This would include installation, operations, release kits items, and documentation (A018)

· Maintain the engineering environment to the current operational environment configuration (A013, A020).

· Validate the intended release environment configuration prior to commencing engineering (A019, A020).

· Coordinate immediately with the Government designated representatives when deviations to the intended environment configurations are necessary to support the engineering effort. This will be documented through Change Requests and Problem Reports (A001).

· Engineer, test, and document solutions, including implementation of business rules, such that the engineered environment performs satisfactorily on Government-provided equipment (A003, A005, A018).

· Ensure the engineered solution does not interfere with fielded hardware or Government-accepted software. This will be aided by test description, test plan, and report (A003, A021).

· Prepare or update the topology diagrams, architectural, and facilities drawings (A004, A006, A014).

· In conjunction with the Integrated Master Schedule (IMS), maintain a schedule that encompasses all requirements approved for engineering and their targeted…