Statement_of_Work-Systems.doc

Statement of Work

1. Description of Services.

1.1. Requirements. The Contractor shall provide non-personal services for Information Management and Information Technology at Cannon AFB, New Mexico. The Contractor Personnel shall perform services and support compatible with the medical facilities operating capacity and equipment within a fifty (50) miles radius.

1.2. Specific Tasks. Contractor Personnel shall perform organizational tasks in support of the medical facility to include:

1.2.1. Customer Service Center (CSC) Personnel tasks include:

1.2.1.1. Maintenance and installation of workstations, printers, fax machines, communication devices, hand-held devices, scanners, CD Read Writers and other peripherals. Determine proper configuration of systems as to software and hardware composition and setup.

1.2.1.2. Ensure technicians have the skills and knowledge to work with the latest office automation software and network operating systems (i.e. Windows 7, Windows SharePoint, and Office Suite).

1.2.1.3. Any desktop, peripheral or component moved, delivered or installed into service by Contractor shall be fully functional. If replacing a desktop, peripheral or component, replacement inventory must be equivalent or of better performance. If the customer has data files, documents, or other files on the defective desktop hardware, Contractor shall ensure that such files (when not damaged) are transferred to the replacement computer. Contractor shall deliver/set-up external peripheral devices. These peripherals may or may not require set-up. Examples include monitors, printers, glare guards, barcode readers, etc.

1.2.1.4. Monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone and network printers.

1.2.1.5. Complete service requests associated with the desktop. These service requests shall come in the form of a Trouble Ticket Tracking Systems trouble call and include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, etc.

1.2.1.6. Enter, update and complete assignment information on all trouble calls into Trouble Ticket Tracking system for workload tracking.

1.2.1.7. Assignment info tab must be completed when a trouble call is reassigned to another work center and when a second PC maintenance technician assists with the trouble call.

1.2.1.8. They shall complete the "total time to complete" field for each trouble call. Contractor shall thoroughly document all work they perform in the appropriate designated Trouble Ticket Tracking Software.

1.2.1.9. The closure note must clearly explain why the trouble call took longer than an hour to complete. Contractor shall update the trouble call record after each new status.

1.2.1.10. Assign all trouble calls in CSC Desk software requiring the replacement of parts for desktops, printers and other peripherals to Asset Management. Acquisitions will procure the parts either through an existing warranty or open market purchase.

1.2.1.11. Answer and triage customer assistance requests per month on information technology and communications issues. Provide quick solutions for user problems at this level, if possible. This assistance can be over phone or in person at either the customer’s work center or in Medical Systems. Otherwise, forward to the appropriate Systems work center via designated tracking system with priority determined by current operating procedures.

1.2.1.12. Replace tapes for backup/restore procedures and monitor various servers in data center. Enter all operations problems and system downtimes into appropriate logs.

1.2.1.13. Accept, enter, modify and delete customer accounts on various computer systems. Instruct customers on the proper way to fill out account requests and verify that all required information is on the request. Inform customers of current Information Assurance requirements. Process network account request within twenty-four (24) hours and file requests. Ensure all expired accounts are deleted after specified time period.

1.2.1.14. Monitor Uninterruptible Power Supply (UPS), air conditioning, door alarms in server room. Notify appropriate personnel if problems occur.

1.2.1.15. Manage Laptop Loaner Program - Check out and check in various Systems equipment in support of Medical Systems “One Stop Shopping.” Maintain all required logs and forms.

1.2.1.16. Process Communications – Work closely with outside agencies to include but not limited to: AFMS, AFMOA, MAJCOM, Wing and Base Agencies) for issues similar to: firewall exemptions, IP requests and port security. This process will include creating folders, routing documents, and scanning documents into the workflow application. This includes installing hardware and software required.

1.2.1.17. Manage the computer classroom schedule for Medical Systems. Provide requested student counts for all classes held in the classroom.

1.2.1.18. Assist with inventory tracking and issuing of mobile devices.

1.2.1.19. Serve as first response on servers, network, phone, nurse call and IT issues. Contact necessary personnel and document any action taken in the CSC shift report.

1.2.1.20. Assist Equipment Control Officer (ECO) providing asset management and other life-cycle program management support, technical typing, analysis, and system administration support.

1.2.1.21. Assist with data collection, reconciliation, and entry into appropriate Equipment Custodian (EC) accounts in the Air Force's inventory tracking system. Gathers data from ECs and other systems staff for account validation and entry. Data collection, reconciliation, and data entry of requirements inventory documents, and contracts into automated databases. Maintains the currency of all EC folders.

1.2.1.22. Assist in operation of automated asset management systems to include Asset Explorer module under the Trouble Ticket System or designated CSC Desk software, IT/NSS previously known as Work Order Tracking System, and Intel Local Area Network (LAN)-desk Manager for leased PC assets.

1.2.1.23. Generates reports and queries against these systems for audit comparisons against the inventory tracking system database. Reports discrepancies to the ECO and assists with analysis and correction of findings.

1.2.1.24. Analyze data entry errors and provides improvement recommendations to effective support of this task.

1.2.1.24.1. Notify the primary ECO, alternate ECO and Customer Service Center Chief when support systems are not functioning, noting and analyzing recurring system problems; and sending and receiving data in the absence of the ECO IAW with AFI and MAJCOM guidance.

1.2.1.25. Provide timely report generation to include: new equipment listings for EC upon notification including changes to the inventory within one (1) duty day.

1.2.1.25.1. All documentation must be filed in their respective folders within one (1) duty day.

1.2.1.26. Performs telephonic notifications to the EC of any changes in the inventory within one duty day. Gathers maintenance change information from systems maintenance (memory upgrades, equipment swap-out, and equipment condemnation) and inputs information into all asset management systems.

1.2.1.27. Conducts monthly audits on the EC accounts to ensure compliance.

1.2.1.28. With guidance of the Wing ECO, performs on-site physical inventories, as required, to audit account listings, gather inventory data, and assist the EC prepare their documents for equipment turn-in for reutilization or disposal.

1.2.1.29. Processes trouble calls that are affected by warranty that require replacement.

1.2.1.30. Provide reports and audits that are directed by the ECO.

1.2.2. Contractor Personnel shall also provide Local Area Net (LAN)/Wide Area Network (WAN) Administrator tasks, to include:

1.2.2.1. Install and maintain LAN cabling and hardware.

1.2.2.2. Board level exchange and maintenance of PC's and related equipment.

1.2.2.3. Maintenance of terminals, printers, communication devices and PC's.

1.2.2.4. Determine proper configuration of systems as to setup software & hardware configurations.

1.2.2.5. Program terminal servers, bridges, routers, routers and data switches.

1.2.2.6. Monitor and analyze LAN/WAN performance.

1.2.2.7. Provide maintenance of Radio Trunking System.

1.2.2.8. Enter and update all trouble calls into Trouble Ticket Tracking system for workload tracking.

1.2.2.9. Answer and triage customer assistance requests for information technology and communications issues at the CSC Desk.

1.2.2.10. Provide solutions for user problems at this level, if possible. This assistance can be over phone or in person at either the customer’s work center or Information Services Flight. Otherwise, forward to next level of support (Level 2 or Level 3) via Trouble Ticket Tracking System or designated CSC Desk tracking system.

1.2.2.11. Receives approved and prioritized CSRD’s to be completed in a timely manner.

1.2.2.12. Provide maintenance reports, hardware/software evaluation reports, and instructions for operation and maintenance as required.

1.3. General Information.

1.3.1. Contractor Representative. The Contractor shall identify the name and telephone number of the Contractor’s point of contact to the Contracting Officer (CO) in writing prior to beginning performance. The Contractor shall identify in the designation letter any limitations on its representative's authority to act on behalf of the Contractor. The Contractor shall provide an updated designation letter whenever any changes occur. The Contractor representative may be required to meet with the government during the performance of this contract at the request of the CO.

1.3.1.1. The Contractor Representative shall respond to a request to meet with the CO within twenty-four (24) hours of notification under routine circumstances. Crisis situations shall be handled on a case by case basis as circumstances dictate.

1.3.2. Hours of Performance.

1.3.2.1. Customer Service Center (CSC) coverage is during Normal daily hours. Normal daily hours for all IT/IM are between 0700 and 1700. The duty week shall not normally exceed forty (40) hours.

1.3.2.2. Staffing. The Contractor shall provide qualified and trained Contractor Personnel to cover the required hours of performance. The Contractor shall staff Contractor Personnel to meet the requirements in this PWS and ensure continuity of performance.

1.3.2.3. Absences. The Contractor shall provide qualified and trained personnel for the required hours of performance. The contractor shall ensure that scheduled and unscheduled absences do not interrupt service performance.

1.3.2.4. Safety Days/Down Days. Typically, a "Safety Day/Down Day” is associated with: New Year’s Day, July 4th, Thanksgiving, and Christmas. Contractor Personnel may be required to report to work on these days as the mission dictates.

1.3.2.4.1. The following is a list of legal federal holidays:

New Year’s Day, January 1st;

Martin Luther King’s Birthday, 3rd Monday in January;

President’s, Day, 3rd Monday in February;

Memorial Day, last Monday in May;

Independence Day, July 4th;

Labor Day, 1st Monday in September;

Columbus Day, 2nd Monday in October;

Veteran’s Day, November 11th;

Thanksgiving Day, 4th Thursday in November;

Christmas Day, December 25th.

1.3.2.5. Inclement Weather. In the event of inclement weather (snow, ice, or other), the government will notify the contractor whether its personnel shall report, or not and, if so, when. The contractor shall instruct its personnel scheduled to report for duty (who have not yet begun their shift), whether or not to report and, when. If the government directs the contractor not to report for any shift, the government will not pay the contractor for that shift or those shifts. Contractor shall be paid for actual hours worked.

1.3.2.5.1. The Contractor’s Personnel on duty at the onset of inclement weather (as declared by local base officials) shall remain on duty until the end of their scheduled shift, unless otherwise directed by their employer, based on government direction to the contractor.

1.3.3. Compliance.

1.3.3.1. The Contractor Personnel shall comply with all applicable Air Force Instructions (AFI), Department of Defense (DoD) Regulations, and Medical Wing Instructions (MDWI) as outlined in attachment two (2). NOTE: Copies of referenced MDWI will be furnished to prospective contractors electronically upon their request through the CO.

1.3.3.2. The Contractor Personnel shall attend the MTF Orientation at the outset of their working at MTF. Orientation attendance is mandatory of all Contractor Personnel during government-paid duty hours.

1.3.3.3. All personnel performing service under this contract shall be required to in-process through the 59th MDW Medical Logistics Contract Personnel Office upon reporting for duty. Upon termination or expiration of the contract, contract personnel shall be required to out-process through the same office.

1.3.4. Conduct Requirements.

1.3.4.1. The government reserves the right to restrict the performance on this contract by any individual who is identified as a potential threat to the health, safety, security, general well-being, or operational mission of the SAMMC-South and its population.

1.3.4.2. The Contractor Personnel shall not advise, recommend, or suggest to persons eligible to receive medical care at Government expense that such person should receive care at an outside agency or provider at any place other than as designated under this contract.

1.3.4.3. The Contractor Personnel shall not use Government facilities or other Government property for personal or other business not related to this contract.

1.3.4.4. The Contractor Personnel shall not respond to any media inquiries nor provide interviews, comments, or any other responses to the media. All inquiries or complaints from the media or other sources shall be immediately relayed to the Quality Assurance (QA) or designated government representatives.

1.3.4.5. The contractor will ensure that its employees conduct themselves in a professional manner and refrain from disruptive, offensive, or otherwise improper conduct or misconduct that undermines order and discipline while on the installation. The contracting officer may direct the contractor to remove from performance of the contract on this installation any contractor employee engaging in such misconduct.

1.3.4.6. The use of non-compete conditions in employment agreements (to prevent loss of personnel by the contractor) effective only during the period of task order performance is acceptable. However, the use of non-compete conditions in employment agreements that prevent employees of the incumbent from being employed, or accepting offers of employment, by the new contractor on the follow-on task order is unacceptable. It hinders the government’s ability to accomplish the mission of providing information technology and information management to the medical care facility. Inclusion of such conditions in an employer’s employment agreement will result in an offer’s task order proposal being unacceptable. Awardees, and their subcontractors, may not include such conditions in employment agreements while performing any task order awarded under this contract.

1.3.5. Qualifications. The Contractor Personnel shall meet the following qualification requirements:

1.3.5.1. Education. The Contractor Personnel shall meet education requirements:

1.3.5.1.1. Personnel shall have three (3) years experience within the last five (5) years. Includes one year of specialized experience related to Military Treatment Facility Information Systems Help Desk operations.

1.3.5.2. License and Certification Verification, (reference AFI-44-119).

1.3.5.2.1. All Contract Personnel subject to this performance work statement shall be Information Assurance certified in accordance with DoD Directive 8570.1 Information Assurance Training, Certification and Workforce Management and DoD 8570.01M, Information Assurance Workforce improvement Program, requirement for one with A+ and one with Security+ Certification.

1.3.5.2.2. The Contractor Personnel shall have and maintain a current Basic Life Support (BLS) certification.

1.3.5.2.3. The Contractor Personnel shall have and maintain valid unrestricted certifications as required in the previous two paragraphs. The Contractor Personnel shall keep their certification current. The Contractor shall perform all primary and annual licensure or certification document verifications for the Contractor Personnel to include all replacement Contractor Personnel’s not requiring credentialing. The Contractor is responsible for maintaining these certifications in a current status throughout the life of this contract. Verifications shall be submitted to the government at least ten (10) working days prior to the proposed backup/replacement beginning work in accordance with attachment one (1).

1.3.5.2.4. The Contractor shall confirm that the clinical licenses or certifications have not been suspended or revoked anywhere in the world. This does not preclude the employment of any Contractor Personnel whose certification, although originally suspended or revoked and was subsequently fully reinstated.